1. The 1823 Integrated Call Centre a Case Study 11 December 2008

6. Case - Tai Chung Kiu Road, Shatin 大涌橋路城門河畔划艇會對面的露天看台鋼索折斷 Broken wire and benches of a public stand at Tai Chung Kiu Road, Shatin

10. Case – 般咸道禮賢會坑渠邊大樹枯萎

14. Case – 般咸道禮賢會坑渠邊大樹枯萎

15. Measure Performance * Note 1 : 1823 would keep the complainant informed of the progress of assignment. * Note 2 : Starting from 2008, an independent consultant was commissioned to conduct a customer satisfaction survey for 1823. The score of 7.3 covers only the first quarter of the survey in 2008. * Note 3 : The percentage of 80% covers only the first quarter of the survey in 2008. Performance of 1823 on Complaint Handling Target 2007 No. of Complaint Cases Referred to Departments 234,267 Assignment within 24 hours 90% 98% Correct Assignment Party Identified within 7 Days *Note 1 90% 99% Misassignment Rate <=5% 1.13% Complaint Handling Satisfaction (10-point scale) * Note 2 6 7.3 Percentage of Complainants Satisfied with the Handling Procedure* Note 3 70% 80%

18. Satisfaction on the performance of staff of 1823

19. Satisfaction on the performance of 1823 staff by departments

20. Satisfaction on the performance of other Government departments’ staff

21. Satisfaction on the performance of staff by relevant government departments

22. Outcomes of complaints lodged and satisfaction level