政务热线大数据赋能城市治理创新:价值、现状与问题

目的/意义]政务热线是政务服务与公众参与的重要渠道,对其积累的海量数据进行分析,可有效探知公众与企业的需求并解决城市治理问题。对政务热线数据的管理和应用水平进行评估,有利于其在城市治理创新中发挥应有的价值。研究设计/方法]基于2020年政务热线发展研究报告的问卷调查数据和部分城市政务热线部门的案例分析和深度访谈,对政务热线大数据的利用现状与存在问题进行梳理和分析。结论/发现]政务热线的数据治理状况总体较好,但是在大数据分析方面与城市治理需求还有较大差距。大数据的归集、分析、应用和管理都还处于发展初步,需要制定战略、增强能力、加强应用和推动跨部门协同。创新/价值]从战略管理、能力建设、数据共享与开放等方面提出政策建议,以期推动政务热线大数据在城市治理创新中发挥作用。

The Big Data Empowering Effect of Government Hotlines on City Governance Innovation:Value,Status and Issues

Purpose/Significance]Government hotlines are important channels for public service and participation.With the analysis of the accumulated amount of data,requirements of the public and enterprise could be revealed and issues of urban governance could be solved.Evaluating the management and application of government hotline data is helpful to give full play to its value.Design/Methodology]Based upon the data of the survey in the Report of 2020 Government Hotline Development Research along with the interviews and case study of some government hotline agencies,the status and existing issues of the big data use of government hotlines were summarized and analyzed.Findings/Conclusion]Generally speaking,data governance of government hotlines is good,but there is great distance between big data analysis and urban governance requirement.The collection,analysis,application and management of big data are at a primary stage.It is necessary to make strategies,improve ability,enhance application and promote trans-department collaboration.Originality/Value]Suggestions are proposed from the aspects of strategy management,ability development,as well as data sharing and opening,which aim to make good use of government hotlines’big data in urban governance innovation.