...Zicheng Zhang; Xinyue Lin; Shaonan Shan; Zhaokai Yin Purpose This study aims to analyze government hotline text data and generating forecasts could enable the effective detection of public demands and help government departments explore, mitigate and resolve social problems. Design/methodology...

...) and are generating digital platforms and media for communication between governments and the public. Government hotline systems for communication with the public on public service issues have remodelled business processes and transformed business models; smoothed out online channels for consultations, complaints...