Legco-executive dialogue must deliver more than novelty for Hong Kong

Exploring new channels for connection is important for enhancing communication. That seems to be one of the major themes of the first “new style Legco dialogue” 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 city’s 1823 public inquiry and complaint hotline be revamped and modelled after Beijing’s 12345 complaints hotline. Given the Hong Kong government’s 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.