Legco-Executive Dialogue Must Deliver More Than Novelty for Hong Kong

The recent “new style” dialogue between Chief Executive John Lee Ka-chiu and lawmakers has been touted as a step towards improved communication in Hong Kong. However, the real test lies not in the novelty of these exchanges but in the tangible outcomes they yield for residents’ daily lives.

A case in point is the suggestion to revamp the city’s public inquiry and complaint hotline, modeled after Beijing’s 12345 complaints hotline. This reform has the potential to leverage technology more effectively by harnessing big data and AI to streamline responses, enhance accountability, and shed light on inefficiencies.

Critics have argued that the Hong Kong government’s push for artificial intelligence prioritizes tech over people. In reality, both are intertwined. An effective complaint hotline requires creating genuine channels for residents to voice their concerns, rather than relying solely on technological wizardry.

The current system, run by the Digital Policy Office, is woefully inadequate. It relies on a haphazard referral process, leaving citizens frustrated and without clear answers. The proposed upgrade would be a small step towards addressing these shortcomings, but it must be just that – a starting point rather than an end in itself.

Upgrading government capabilities alone will not suffice. The iAM Smart app, touted as a key tool for citizen engagement, has been criticized for its limited functionality and lack of transparency. A genuine overhaul would require a fundamental rethink of how the city engages with its residents, moving beyond tokenistic consultations and into truly participatory governance.

One potential model to draw from is the mainland’s system of citizen service centers. These institutions have transformed post offices into hubs for resident services, providing a one-stop shop for queries, complaints, and feedback. Hong Kong’s own postal system has been praised for its efficiency and friendliness, but it remains a relic of the past – an institution ripe for modernization.

Reimagining the role of post offices could be a strategic move towards revitalizing public services in the city. By transforming these institutions into vibrant hubs of community engagement, the government can reclaim lost ground in terms of trust and legitimacy.

However, the real question is whether this newfound enthusiasm for dialogue will translate into meaningful change. Will the proposed reforms be watered down or mired in bureaucratic inertia? Or will we see a genuine effort to revamp the city’s governance structures, empowering residents with more effective channels for participation?

The answers lie not in the rhetoric of the Legco-executive dialogue but in the actions that follow. The onus is now on Chief Executive Lee and his government to demonstrate that their words are backed by deeds – that this newfound emphasis on communication will yield tangible benefits for Hongkongers.

As we move forward, it is essential to separate the signal from the noise. Empty promises of dialogue will only deepen the city’s cynicism. It is time for real change, not just a rebranding exercise.