At present, many cities have set up government hotlines.

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At present, most cities only use them as a channel to listen to the voices of the people and send personnel to deal with citizens' difficulties. There are analysis and applications of hotline data, but the mining of government hotline data is relatively limited due to data and technical reasons. . Background on the Development of Citizen Hotline The existence of the hotline must first rely on the development of modern technology. Telephones, mobile phones, APPs, and the Internet have increased open and transparent channels for appeals. Classify the development stages of government hotlines: information stage, digital stage, and intelligent stage.


Informatization stage The background is the popularity of  Brazil Email List telephones, making it extremely convenient to make calls. But at this time, the main goal of the government hotline is to "listen" and solve problems. However, how many similar problems have occurred and the calls received are not interoperable, and the correlation between them cannot be known. , Digital stage The background is the development of the Internet and the Internet of Things, and the gradual development of various applications such as online government halls and government service APPs. At the same time, the hotline data is transformed from the original distributed to centralized data to be collected. Relevant departments no longer focus on the “listening” stage of hotlines and pay more attention to the application value behind hotline data.




Typical manifestations are periodic reports such as weekly reports, monthly reports, quarterly reports, and annual reports from relevant departments. Personnel from corresponding departments will compile regular reports to identify centralized issues and assist decision-making. This stage is also the current mainstream stage. , Intelligent stage With the access of artificial intelligence, the analysis and analysis of hotline data can be applied. The intelligence at this time is mainly reflected in "answering" and "dispatching orders". From the original manual answering to robot answering, the robot will initially handle the problem to relieve the pressure of answering; from the original manual dispatch to the system dispatch system, the problem work order will be dispatched to the relevant resolution department to relieve the pressure of dispatch. After applying intelligent technology to the data collection and data transfer process, the requirements for the application of precipitated data are also higher. We are no longer satisfied with the automatic generation of manual reports, large-screen data visualization, data analysis and public opinion analysis, visualization of governance processes, etc.