Abstract: ［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.

Key words: Urban governance, Digital government, Government hotline, Big data analytics, Smart city