Digital Policy Office to Launch Four AI Efficacy Enhancement Projects to Enhance 1823 Services Efficiency and User Experience

2026-08-27 17:02 Last Updated At：23:27

Digital Policy Office leverages AI to enhance 1823 services and provide all-round support for AI adoption by government departments

The Digital Policy Office (DPO) announced today (August 27) that it will launch four AI Efficacy Enhancement Projects to upgrade 1823 services, and provide all-round support for government departments in applying AI, to drive the "AI+" transformation of public service.

The Acting Commissioner for Digital Policy, Mr Daniel Cheung, said at a briefing, "AI is rapidly transforming the mode of public services. The Hong Kong Special Administrative Government is actively driving an 'AI+' public service transformation to enhance government efficiency and optimise citizens' user experience with AI. The DPO will spearhead and provide support in the process, assisting various departments in adopting AI safely and effectively."

Strengthening AI application in 1823 services

Managed by the DPO, 1823 serves as an important platform for communication between the Government and the public, handling over 7.5 million enquiries and complaints last year. In recent years, 1823 has been continuously enhancing its digital self-service offerings, including an intelligent interactive telephony system employing voice recognition technology to identify call enquiries and disseminate relevant information; an enhanced 1823 chatbot to answer enquiries on e-forms; and the launch of an online 1823 Case Status Enquiry service for the public to conveniently check the progress of cases on their own.

To continuously upgrade 1823 services, the DPO, under the leadership of the AI Efficacy Enhancement Team, will roll out four AI Efficacy Enhancement Projects: "Call Assistant", "Email Extraction", "Prioritisation of Departments' Replies" and "Dashboard". These are expected to be launched this year.

"Call Assistant" -utilises speech recognition technology and large language models (LLM) to transcribe phone conversations on specific topics into text in real-time and automatically generate case summaries. It isprojected to reduce after-call work time by 15 per cent;

"Email Extraction" -employs LLM to analyse the content of public emails and automatically extract case data on specific topics into the customer service management system. It is anticipated to reduce manual data entry time by 30 per cent;

"Prioritisation of Departments’ Replies" -uses AI to analyse emails and automatically identify cases requiring priority handling, with the identification time expected to be drastically shortened from two days to a few hours; and

"Dashboard" -leverages AI to consolidate data of cases related to people's livelihood and visualises the data on a dashboard. Itrefers the issues to the responsible departments at the district level for follow-up, and urges them to take appropriate action to help improve district governance.

Additionally, the DPO plans to launch the 1823 web application on the "iAM Smart" platform in the fourth quarter to replace the existing 1823 mobile app, allowing the public to access 1823 services directly through the "iAM Smart" platform.

All-round support for departments in AI adoption

Meanwhile, the DPO is providing all-round support for departments in adopting AI to drive public service transformation.

The Government Cloud Infrastructure Services provides secure and reliable private cloud services, shared advanced AI computing power, LLM and AI development tools covering core capabilities such as text comprehension, image generation, knowledgebase creation, and process automation. This enables departments to develop digital and smart government services in a more reliable, flexible, secure, and cost-effective manner. The Government Cloud Infrastructure Services currently supports over 60 bureaux/departments, powering more than 600 digital government services.

Furthermore, since July this year, these government private cloud services have supported document assistance tools developed by the Hong Kong Generative AI Research and Development Center. These tools facilitate tasks such as document writing, translation, drafting of meeting minutes, and smart searches, facilitating departments to handle confidential materials.

In the course of public service transformation enabled by "AI+", the DPO is also proactively building a support system by bringing in market expertise. This includes providing AI advisory services, project strategy and hands-on support for government departments, as well as offering AI training for civil servants at different levels, covering basic awareness, professional skills, and leadership decision-making, thereby laying a solid foundation for the development of "AI+" public service.

In the coming months, the DPO will develop two innovative AI services: the "iAM Smart" AI Assistant and AI Agents. The "iAM Smart" AI Assistant will allow the public to ask questions in common everyday language and instantly receive information and related service links from the "iAM Smart" mobile app, facilitating one-stop completion of tasks. Paying heed to the principles of ensuring the prudent and progressive adoption of AI, the DPO is making arrangements to deploy AI Agents within the Government. These Agents will assist government personnel in handling standardised and repetitive administrative tasks using intelligent AI in a secure, stable, and compliant environment. This will allow human resources to focus on more complex matters requiring professional judgement, thereby enhancing work efficiency. It is planned to pilot the AI Agents within the Government in the fourth quarter.

Hong Kong Golden Age Film Season Showcases 16 Iconic Films in London

Revisiting the Golden Age of Hong Kong Cinema with Director Stanley Kwan in London

The Hong Kong Economic and Trade Office, London (London ETO) supported Plus One Films in presenting the Hong Kong Golden Age 1985-1997 Film Season at the Garden Cinema in London from July 9 to August 27(London time).

The Film Season presented 16 iconic Hong Kong films across 29 screenings, showcasing works by some of Hong Kong's most celebrated filmmakers and the rich diversity of stories and filmmaking styles that emerged during that remarkable era when Hong Kong established itself as one of the world's most prolific, dynamic and influential centres of film production. A themed panel discussion was arranged during the season, and selected screenings were complemented by expert introductions and Q&As, offering audiences an opportunity to gain a deeper appreciation of Hong Kong cinema and its creative legacy.

A highlight of the season was the Masterclass: In Conversation with Stanley Kwan, held on August 26 (London time) at King's College London. Director Kwan, the season's guest of honour, joined Professor Victor Fan of King's College London for a lively and insightful conversation, engaging with film critics, students and members of the audience. He shared his filmmaking journey, creative insights, and reflections on the evolution of the Hong Kong film industry. The season also featured a selection of Director Kwan's acclaimed works, including Center Stage, Full Moon in New York and Red Rose White Rose.

The Director-General of the London ETO, Miss Fiona Chau, addressed the audience at the masterclass. She highlighted the enduring appeal of Hong Kong cinema and the important role of film in fostering cultural connections between Hong Kong and audiences around the world.

"Hong Kong films are rooted in the city and its experiences, but the emotions and questions they explore can resonate across cultures and generations. It is particularly encouraging to see these films being discovered, and rediscovered, by audiences in London," Miss Chau said.

She added that the London ETO was keen to foster cultural connections through film. "Film has a wonderful ability to bring people closer to a place and its culture, allowing audiences to experience another city and another culture through its characters and stories. And when we have a filmmaker here with us, as we do tonight, that exchange becomes even more meaningful and enriching."

Plus One Films is dedicated to promoting the work of Chinese filmmakers in the United Kingdom through regular screenings and cultural programme including the Chinese Cinema Project and curated film seasons. The Hong Kong Golden Age 1985-1997 film season ran from July 9to August 27, 2026 (London time). It featured 29 screenings of 16 films, as well as a panel discussion and a masterclass, offering London audiences an opportunity to discover and experience the creativity, diversity and enduring appeal of Hong Kong cinema.

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Digital Policy Office to Launch Four AI Efficacy Enhancement Projects to Enhance 1823 Services Efficiency and User Experience

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