Project Background
The Public Service Platform in Every Citizen’s Hand
Tell Me @1823 extends Hong Kong’s 1823 service into a structured mobile reporting and case follow-up platform. While the website supports one-way anonymous submission, the mobile app enables two-way interaction between citizens and government departments.
The revamp transformed the app from a simple reporting interface into a lifecycle-managed public service platform — integrating structured forms, case tracking, and real-time synchronisation with backend systems.
Designed for operational reliability rather than visual refresh, the platform supports sustained public usage across iOS, Android and Huawei devices.
Our Approach
Two-Way Case Communication
After submission, citizens can receive departmental replies, provide additional information, track case status and access their case history directly within the app — enabling a complete reporting lifecycle in a single, secure environment.
Enterprise CRM Integration
Integrated with the 1823 CRM (Siebel), the system synchronises case status, routing and responses in real time. The app functions as a governed mobile front-end layer over enterprise case management infrastructure.
Privacy-Respecting Architecture
Users are not required to create accounts. Case data is stored securely at device level and synchronised through controlled workflows. Optional iAM Smart integration allows personal data auto-fill if users choose, without mandating identity disclosure.
Platform Significance
A Governed, Two-Way Public Service System
Tell Me @1823 demonstrates how a mobile application can function as a secure, workflow-integrated extension of public service infrastructure. Built on CMSCore and enhanced with tailored workflow modules, the platform coordinates mobile interaction, enterprise CRM integration and case lifecycle visibility under structured governance and continuous stewardship. It operates as a managed public service system engineered for reliability, security and long-term sustainability.
See How It Works
Multi-Channel Availability
Secure Case Transfer
Switching Phones Without Losing Your Case History
When a citizen replaces their phone, how do they keep their submitted cases, replies and follow-up history without ever having logged in? This was a design challenge unique to a platform built around anonymous usage.
Our solution is a secure device-to-device transfer flow. The transferring device generates a one-time PIN and QR code. The receiving device scans the code and enters the PIN to establish a direct, encrypted transfer. Case records, replies and attachments move between devices without passing through any server or requiring any user account. The PIN expires in five minutes, and the transfer is one-directional. Once completed, the old device can no longer receive replies for the transferred cases.
Also changed "migrated cases" to "transferred cases" at the end to stay consistent with the new terminology throughout.
iAM Smart Integration
Enhancement: Streamlined Identity Verification
As part of ongoing platform stewardship, we integrated the Hong Kong Government's iAM Smart digital identity platform into the mobile app. Citizens who choose to authenticate via iAM Smart can auto-fill their personal information using the "e-ME" feature, significantly reducing the effort required to submit cases while maintaining the option for fully anonymous submission. This integration exemplifies how the platform continues to evolve through sustained enhancement, not just one-time delivery.
Fact & Figures
Operating within the broader 1823 ecosystem, the mobile app has become one of the most significant digital reporting channels.
197,817
App-Based Submissions in 2025
26.7%
Share of Total 1823 Contacts
3 Platforms
iOS · Android · Huawei
Award Recognition
Communicator Awards - Award of Distinction2025
W3 Awards - Silver Award2025
