1823 Online Portal

Project Background

Reimagining Public Access to 23 Government Departments

1823 Online is the official self-service portal of Hong Kong’s 1823 contact centre, enabling citizens to submit enquiries, complaints, suggestions and compliments relating to government services.

Serving 23 participating government departments, the platform operates as a major digital intake channel within a large-scale public service ecosystem. It supports structured case submission, thematic information discovery, and cross-department coordination under ongoing governance and operational requirements.

The revamp transformed the website from a traditional information site into a structured, workflow-enabled service platform — engineered for clarity, reliability and long-term evolution.

Our Approach

Citizen-Centred Co-Design

Public workshops and iterative usability testing informed the information architecture, terminology and reporting flows. Navigation and service categorisation were shaped around real citizen behaviour rather than internal departmental structures.

High-Volume Information Architecture

We restructured complex, cross-department FAQs, thematic content and e-Forms into a scalable architecture designed for searchability, clarity and sustained digital growth under heavy public usage.

Enterprise Platform Modernisation

Built on CMSCore and extended into a structured workflow platform, the system integrates with 1823 backend processes, enabling standardised routing, governance control and continuous enhancement.

Citizen Co-Design

Designing with Citizens, Not Just for Them

The redesign of 1823 Online incorporated structured co-design workshops and iterative usability testing with citizens across different age groups and usage behaviours. Participants contributed insights into how they search for information, frame complaints and navigate government services.

These findings were translated into architectural decisions and validated through low- and high-fidelity prototype testing before implementation. The process ensured that the platform reflects real public behaviour rather than internal organisational structures — strengthening clarity, usability and operational reliability at scale.