Exploring new communication channels was a key focus during the first "new style Legco dialogue" held on August 2, 2026, between Hong Kong Chief Executive John Lee Ka-chiu and Legislative Council members after their study trip to Beijing.

Lawmakers proposed revamping Hong Kong’s 1823 public inquiry and complaint hotline, suggesting it be modeled after Beijing’s 12345 complaints hotline. The Beijing system uses big data and artificial intelligence (AI) to route responses efficiently to relevant authorities. In contrast, Hong Kong’s current hotline, managed by the Digital Policy Office, simply refers complaints to departments for follow-up.

Given the Hong Kong government’s push for AI integration, developing an AI-assisted inquiry and complaint hotline could enhance service to residents, improve government response tracking, and increase accountability by identifying inefficiencies and bottlenecks.

The dialogue also raised the possibility of upgrading the government’s iAM Smart app to better reflect the city’s high standards of connectivity, efficiency, and technology. Additionally, there was discussion about reimagining the role of the post office to further improve public service.

The proposals reflect a broader call for open channels between the government, lawmakers, and the public to facilitate questions, complaints, and feedback during public consultations both online and offline.

Source: South China Morning Post World

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