Recently, I joined fellow Legislative Council members on a study visit to Beijing, where we toured the Beijing 12345 citizen service hotline center. It was my third visit. Two years ago, I witnessed firsthand how artificial intelligence (AI) has been integrated into a one-stop platform based on the principle of “one call, immediate response”, achieving a 97 percent resolution rate for public requests. Two years later, I am amazed to see the hotline keeps on improving.
Beijing’s use of digital platforms to efficiently handle citizens’ inquiries and requests offers valuable lessons for the Hong Kong Special Administrative Region. The experience has reinforced my belief that technology should not merely facilitate the advance of industries — it should also benefit the community through better public governance.
This visit strongly resonated with my long-standing reflections on reforming Hong Kong’s 1823 system. As public consultation for the SAR’s first five-year development plan is underway, we must not only map out our innovation and technology development strategy, but also address a fundamental question: How can we ensure that technological progress genuinely benefits the public, allowing residents to become direct beneficiaries rather than passive observers?
The transformation of 1823 could serve as one of the clearest tests of this vision. Having worked extensively at the community level, I understand deeply that many of the “urgent concerns and everyday frustrations” faced by residents often begin as small requests for assistance or minor complaints. Yet because of departmental barriers and outdated processes, these issues can gradually escalate into bigger problems.
Technology should never be an end in itself. Its ultimate purpose is to deliver human warmth through better governance. Using the reform of 1823 as a starting point, Hong Kong can build a digital government that is smarter, more agile and more compassionate. This is a transformation worth pursuing step by step in our first five-year plan — and one that deserves our collective commitment
At present, 1823 functions largely as a passive “complaint recorder” — receiving inquiries, documenting cases, referring them to relevant departments, and waiting for responses. Such a linear process makes it difficult to proactively understand public sentiment or identify systemic risks hidden within vast amounts of data. Hong Kong therefore needs to embrace the principles of agile governance and people-centered public services. By deeply integrating AI into government workflows, 1823 can evolve from a platform that “listens and forwards” into a civic intelligence system capable of real-time sensing, analysis and proactive intervention.
Two years ago, I began advocating through different channels for the use of AI to improve district governance and reform the 1823 system. During this period, I raised questions in the Legislative Council on multiple occasions and met with digital policy officials under the Innovation, Technology and Industry Bureau. My recent visit to Beijing was another opportunity to gain a deeper and more practical understanding of mainland experience.
At a recent Legislative Council meeting, I again raised suggestions on how Hong Kong could further enhance 1823 by drawing reference from these experiences. These include introducing video-based sign language services to better support the hearing-impaired community, establishing dedicated consultation channels for businesses to improve the business environment, and providing multilingual services to better assist non-Chinese-speaking residents.
These proposals share one common goal: ensuring that no group is left behind in public service delivery. Encouragingly, society is increasingly building a consensus around the need for such reforms.
At a recent residents’ meeting in Kwai Chung West, Stephanie Ma, coordinator of the charity Silence and a registered professional sign-language interpreter trainer, volunteered to provide sign-language interpretation after learning about my Legislative Council questions. There, she also expressed strong support for introducing sign-language services into 1823. Ma’s dedication to supporting vulnerable communities and her recognition of our team’s efforts reminded me that improving public services is not merely an administrative reform — it is ultimately about care, dignity and respect for people. Support from the community is the strongest driving force pushing the government to move faster and deliver more effectively.
An efficient and accessible digital government is not only the foundation of social harmony; it is also an important pillar of Hong Kong’s business environment. When global companies consider establishing a presence in Hong Kong, they look beyond tax advantages, the rule of law and international connectivity. The ability of a city government to respond quickly and provide intelligent, convenient public services is equally an important competitive advantage.
Technology should never be an end in itself. Its ultimate purpose is to deliver human warmth through better governance. Using the reform of 1823 as a starting point, Hong Kong can build a digital government that is smarter, more agile and more compassionate. This is a transformation worth pursuing step by step in our first five-year plan — and one that deserves our collective commitment.
The author is a member of the Legislative Council and the UN Association of China.
The views do not necessarily reflect those of China Daily.
