| Public service hotline is a successful exploration for government to transform service concept, and innovate social management mode. It has played an important role in servicing and insuring people’s livelihood, supporting economic development, promoting government transparency and preventing social risks, the public service hotline sets up a communication and collaboration platform for the government, public, social organization. By far, over 600 cities nationwide have their own public service hotline, and after years of operation, "Nanjing model","Shanghai model" and "Jinan model" have aroused a great interesting. However, in recent years, the development of the public service hotline gradually has trapped into a "model Dilemma", since the existence of geographical difference and governance capacity, hotlines in different cities have developed in a different level, which leads to a failure to achieve its original intention. The reasons can be summarized as follows:On the one hand, hotline’s traditional role and function are difficult to adapt to the new situation, it has payed too much attention to service individuals, due to the limitation of existing management system, other than strengthen its own whole service capacity; On the other hand, the emergence of the hotline itself is the product of government management innovation, but few hotlines nationwide are combined with big data, Internet+, IOT, cloud computing and other advanced technologies, which make large quantities of information resources collected by the public service hotline wasted, and this further makes the public policy making lack of accuracy and forward-looking Thus, to meet the requirements of the era of big data, re-examining the role and function of the public service hotline, and designing a feasible development path to promote the government management innovation and improve the livelihood is of great practical significance.The introduction of big data in the field of public service hotline is an inevitable choice for government to upgrade and modernize governance system. As one of the earliest established hotline, Jinan public service hotline has formed a mature system in systematic constructing, standardization designing, information processing staff training and institutional assurance etc, so Jinan model has strong representativeness. As the response to the era of big data, Jinan public service hotline earlier introduced big data technology, through the establishment of government website, database, public service hotline APP, to build "one-stop service" and "holistic government", but the development of Jinan big data-based hotline also faces many problems in system and mechanism, Underestimate the strategic value of big data, misunderstanding of the big data-based hotline, insufficient investment, department fragmentation etc. lead to big data’s failure. At present, the effect of big data-based public service hotline integrating departments’businesses is still very weak, "data decision" is still difficult to be achieved. Therefore, a deep study on Jinan public service hotline and practical suggestions basing on it is very necessary.The first chapter will introduce the background and significance of this topic, research status, research framework and methods, key points and difficulties. The second chapter clarifies related concepts and theoretical basis, interpretation of logic of holistic government construction through public service hotline.The third chapter systematically describes the evolution of Jinan 12345 public service hotline, as well as the usage and effectiveness of big data in the development of the hotline. The forth chapter lists the problems of Jinan 12345 public service hotline, and analyzes the causes. The fifth chapter analyzes the successful examples of NYC 311 and 12345 Shanghai public service hotline. The sixth chapter from the strategic level, the institutional level and the level of security mechanism, proposed reconstruction suggestions for Jinan public service hotline. |
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