The free app - Tell me@1823 - can be downloaded on iPhones or mobiles that use the Android operating system. It was introduced by the 1823 Call Centre, which is operated by the government's Efficiency Unit.
Those wanting to complain or make a request can send text messages, voice recordings or upload photographs and give their location by using the location service on their phone.
For instance, if a person wants to report a fallen tree, a road obstruction or similar incidents, all the user needs to do is to take a photo or video using their phone and send it to the Call Centre.
The mobile device's global positioning system function also makes it easier for the bureau to identify the location when the report is made.
On receipt of the request, an acknowledgement will be sent to the phone.
E-government service delivery head Kenneth Cheng Kin said the mobile application is one way of enhancing the government's service to the public. When asked how quickly the government will handle complaints or inquiries, the Efficiency Unit said it may be hours or months depending on the nature and urgency of the request.
Unit assistant director Yuk Wai-fung said if, for example, a complaint of water seepage from the ceiling of an apartment is received, it will take time to investigate the source of the leak.
He added that the unit should receive requests within five to 10 minutes and these will be immediately transferred to the relevant department for action.
"We will also inform the sender about the progress of their requests," he said.
The application was developed by the Office of the Government Chief Information Officer in collaboration with the Efficiency Unit at a cost of HK$600,000. A browser-based version that supports other mobile devices is also available.
The public can still use the 24-hour hotline service "1823" operated by the unit to make complaints or inquiries about government departments. The unit got 2.1 million inquiries and 290,000 complaints from the public last year.
---
Autor(en)/Author(s): Samson Lee
Quelle/Source: The Standard, 13.04.2011
Bitte besuchen Sie/Please visit:
