A million public claims boiled down to visual, mobile reports

SAS® Visual Analytics inspires 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.

By the time the Call Center had collected a million complaints, the Efficiency Unit knew it needed a more efficient way to handle big data. So it extended its Complaint Intelligence System to include SAS® Visual Analytics. As a result, it gained a high-performance solution for exploring complaints to spot patterns, identify opportunities and convey results via Web reports, iPad® or Android tablet.

"We aim to serve citizens more efficiently and timely," says W.F. Yuk, Assistant Director at the Efficiency Unit. "The less time we spend analyzing data, the more time we can spend better understanding things."

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.

W.F. Yuk
Assistant Director

From one month to a few minutes

Of the Efficiency Unit's 100 employees, 10 analysts have been dedicated for several years to using SAS to analyze government data. The onslaught of big data meant they needed a more effective and efficient way to do their job.

"The traditional way of analyzing required a lot of preparations, such as choosing data and analyzing module, and each execution takes a few hours, or even the whole day," Yuk explains. "If the chosen data is not ideal, it wastes a lot of time. A larger analyzing module can even take up to a month for the results to be delivered.

"With in-memory analytics, the Efficiency Unit gains faster calculations that return results in minutes – not the hours or days that it used to take. Now that we can run data with different combinations to analyze each possibility, we get more comprehensive results. Our staff no longer have to do any preparation work."

As a result of the improved level of quality in decision support data, the Efficiency Unit created the Barrier-Free Project to improve public accessibility for the elderly, disabled and children.

Using population data and geographic information from the Census and Statistics Department, analysts can recommend the best locations to install elevators, for example.

"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," Yuk says. "This technology can help us better understand the needs of our citizens."

Challenge

Gain an efficient way to process, explore and take action on more than 1 million complaints from the public.

Solution

Benefits

  • 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.

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.

Back to Top