Exploring new channels for connection is important for enhancing communication. That seems to be one of the major themes of the first โnew style Legco dialogueโ with Hong Kong Chief Executive John Lee Ka-chiu, held last week after lawmakers returned from their study trip to Beijing.
Legislative Council members were clearly eager to share ideas with Lee, beginning with suggesting that the cityโs 1823 public inquiry and complaint hotline be revamped and modelled after Beijingโs 12345 complaints hotline. Given the Hong Kong governmentโs artificial intelligence (AI) push, developing an AI-assisted inquiry and complaint hotline to better serve residents makes sense.
It would help Lee and his government keep track of and manage government responses, thereby enhancing accountability and shedding light on inefficiencies and bottlenecks on the ground. The Beijing model uses big data and AI to route responses to the authorities, whereas the current Hong Kong hotline, run by the Digital Policy Office, refers complaints to the relevant departments for follow-up.
Perhaps it is time for a real upgrade when it comes to government capabilities in handling issues and collecting public views. A government that claims to prioritise livelihood issues and the well-being of residents ought to have open channels with both lawmakers and the public so ordinary people can ask questions, lodge complaints and submit their views for all the public consultation exercises both online and offline.
That could mean the governmentโs iAM Smart app needs a revamp to be truly โsmartโ enough for a city that boasts of the high standard of its connectivity, efficiency and technology.
It could also mean we can reimagine the role of the post office. My experience of visiting the post office has always been pleasant; the staff are knowledgeable, efficient, friendly and ready to serve. We could consider upgrading and transforming post offices into resident service centres like the citizen service centres in mainland cities.
