The DPO will roll out comprehensive AI support across government departments, leveraging secure cloud infrastructure, AI development tools, and advisory services to empower more than 60 bureaus and 600 digital services, with AI training for civil servants at multiple levels.

Government Cloud Infrastructure Services provide private cloud capabilities, advanced AI computing power, and tools for text comprehension, image generation, knowledge base creation, and process automation, enhancing reliability, flexibility, and cost-efficiency in digital government delivery.

Current deployment supports over 60 bureaus and 600 digital services, offering private cloud, shared AI power, LLMs, and AI development tools to strengthen the resilience and adaptability of government services.

Four projects—Call Assistant, Email Extraction, Prioritisation of Departments’ Replies, and Dashboard—start this year to translate calls, emails, and data into prioritized, actionable workflows and visual dashboards.

These projects will employ speech recognition, large language models, and data visualization to cut after-call work by about 15% and reduce manual data entry time by roughly 30%, while expediting urgent request prioritization and guiding district-level follow-up via dashboards.

A new 1823 web application on the iAM Smart platform is planned for the fourth quarter, replacing the existing mobile app to provide direct access to 1823 services through iAM Smart.

Email Extraction will use an LLM to analyze public emails, automatically extract case data, and populate the customer service system, targeting a 30% reduction in manual data entry.

The Dashboard will consolidate livelihood-related case data and present it visually to help district departments follow up on issues and strengthen local governance.

Prioritisation of Departments’ Replies will automatically flag high-priority emails, reducing identification time from about two days to a few hours.

Two new AI services are in development: the iAM Smart AI Assistant for natural-language answers and one-click access within the app, and AI Agents to assist staff with standardized, repetitive tasks in a secure, compliant environment, with a pilot in the fourth quarter.

Since July, private cloud services have supported document assistance tools from the Hong Kong Generative AI Research and Development Center for tasks like writing, translation, meeting minutes, and smart searches on confidential materials.

Officials say AI is rapidly transforming public services and that the Hong Kong SAR Government is actively pursuing AI+ public service transformation, led by the DPO to ensure safe and effective adoption.