In Hong Kong, visual analytics inspire better solutions to public complaints
In an effort to keep improving the quality of public services, the Hong Kong Efficiency Unit created its 1823 Call Center to hear citizen complaints. With 300,000 complaints coming in each year, the Call Center stays busy routing public feedback to the right department for follow-up action.
The results illustrated in this article are specific to the particular situations, business models, data input, and computing environments described herein. Each SAS customer’s experience is unique based on business and technical variables and all statements must be considered non-typical. Actual savings, results, and performance characteristics will vary depending on individual customer configurations and conditions. SAS does not guarantee or represent that every customer will achieve similar results. The only warranties for SAS products and services are those that are set forth in the express warranty statements in the written agreement for such products and services. Nothing herein should be construed as constituting an additional warranty. Customers have shared their successes with SAS as part of an agreed-upon contractual exchange or project success summarization following a successful implementation of SAS software. Brand and product names are trademarks of their respective companies.
Copyright © SAS Institute Inc. All Rights Reserved.
Hong Kong Efficiency Unit
Gain an efficient way to process, explore and take action on more than 1 million complaints from the public
Faster calculations that return results in minutes – not the hours or days that it used to take. Ability to run data with different combinations to analyze each possibility for more comprehensive results. Staff spends less time on preparing the data.
“ "Our new analytic solution can simplify results and send reports via e-mail and mobile devices, which means we do not have to print and deliver hard copies to each department. This technology can help us better understand the needs of our citizens." ”