Macao's New Public Opinion System Handles 43,000 Cases in First Month, Cutting Average Wait From 20 Days to 7
Macao's Public Administration and Civil Service Bureau announced on November 6 that in the first month since the Public Opinion Handling System took effect on October 5, the Macao SAR's 49 government departments handled about 43,000 items of public opinion through a cross-department citizen opinion platform, cutting the average handling time to about seven working days from the previous average of 20. More than 80 percent of citizens rated the outcomes "satisfactory" or above.
According to the bureau, 90 percent of cases could be resolved immediately, while the remaining 10 percent were opened as cases and referred to the relevant departments. Among referred cases, nearly 90 percent received a first reply within two working days, and 95 percent were concluded within 15 working days. The referral mechanism worked accurately, with a correct-referral rate of 99.3 percent.
The AI customer-service assistant "GovQuery" (Zheng Wen Tong), launched on the "Macao One Account" and "Business and Association Platform" apps alongside the new system, recorded 270,000 visits in its first month, with about 4,200 actual users generating some 12,000 conversations. Of the 388 cases transferred to human agents, 330 were answered on the spot.
The system was established by Administrative Regulation No. 20/2026 as a cross-department reform of government-citizen communication in the Macao SAR. The bureau said it will keep monitoring implementation, adjust resources according to service demand and departmental feedback, and use the accumulated opinion data to better understand public concerns and inform policymaking.
(Source: Public Administration and Civil Service Bureau of the Macao SAR)
Source: 澳门特别行政区政府行政公职局
Published by GSM · USA (original Chinese edition)
Photo: 图：澳门特别行政区政府行政公职局发布的《公众意见处理运作制度》实施首月成效信息图。 / Infographic: First-month results of the Public Opinion Handling System, released by the Public Administration and Civil Service Bureau of the Macao SAR.
