Ka-man Ng, a 1823 Customer Service Officer, perceives 1823 as a bridge that facilitates communication between the citizens and the Government. She and her teammates possess profound knowledge of Government’s organisation structure and functions of different departments since they are required to handle cross-department cases from time to time. What are crucial to case-handling? Ka-man suggests recording the key points, taking follow-up actions actively and relaying the replies from various departments to arrive at a satisfying result for all parties.
Ka-man takes the Ombudsman’s Award as a recognition to her work and the service of the 1823 centre.
1823 provides round-the-clock one-stop service to answer public enquiries for 23 participating departments and to receive complaints, suggestions and compliments about any area of Government services from the public.