政务热线系统的管理与使用是政府数据治理的重要工作内容之一，深入分析挖掘政务热线数据潜在价值是实现政府治理手段创新与治理水平提升的有力手段。当前国家移民管理机构正在探索以政务热线为联结的数据治理范式，通过建设国家移民管理机构12367服务平台（以下简称12367服务平台）实现了移民管理领域咨询服务“一号对外”，中外出入境人员诉求得到快速有力响应，在打通民意反映渠道的同时积累了海量的政务数据。深入挖掘12367服务平台数据价值将有效赋能移民管理各项业务工作提档升级。然而，当前移民局通过12367服务平台数据治理赋能移民管理的相关工作开展较为有限，因此有必要针对政务热线数据治理中的问题开展研究。

本研究对国内外相关研究进展进行了调研，并以整体性治理理论、数字治理理论和技术嵌入理论为基础，在归纳现有文献和国际权威机构数据治理框架的基础上，结合移民管理业务工作和政务热线数据管理工作特点，从数据治理制度、数据治理环境、人员组织结构、数据管理过程、监督指导、数据治理成果应用等角度构建了12367服务平台数据治理的理论框架。然后基于此框架，综合运用文献调研、案例研究、问卷调查、访谈和参与式观察等方法，对12367服务平台数据治理的现状和问题进行调研和分析，剖析了问题成因，并提出了相关对策。

本研究的主要发现和结论包括：（1）12367服务平台数据治理工作正处于起步阶段，具备较好的数据治理条件；（2）当前12367服务平台数据治理的问题主要体现在数据治理相关工作机制有待补充完善、工作人员数据治理理念和技能有待提升、平台数据精细化管理程度不高以及数据治理成果应用与一线需求存在偏差等方面，这些问题与平台制度体系建设不够完善、热线数据治理工作未引起足够重视、缺少相匹配的技术工具、组织保障有待加强和监督指导力度不足有关；（3）为提升数据治理效果，需要从数据治理制度、数据治理环境、数据治理组织保障、数据管理过程、数据治理应用等多方面工作统筹推动。

The management and use of the government hotline system is a crucial aspect of government data governance. In-depth analysis and explore of the potential value of Government Hotline data can enhance government governance level. The National Immigration Administration is currently exploring the data governance paradigm associated with The Government Hotline. They have put The China Immigration Service Hotline into service, which provides the unified consultation service in the field of China immigration management. The China Immigration Service Hotline has provided quick and forceful responses to the demands of Chinese and foreign immigration personnel, and has accumulated a significant amount of government data. Exploring the data value of The China Immigration Service Hotline can enhance the upgrading of the China immigration management. However, The National Immigration Administration's current efforts to enhance immigration management through data governance on The China Immigration Service Hotline are relatively limited. Therefore, a study is necessary to identify and address any issues related to data governance on government service hotlines.

This study presents a data governance framework and categorizes the data for The China Immigration Service Hotline, based on Holistic Governance theory, Digital Governance theory, and Technology Embedding theory. The framework is constructed by reviewing literature and data governance frameworks of international authoritative organizations, and considering the characteristics of the China immigration management and the Government Hotlines. Basing on this framework, I investigated the current data governance status of The China Immigration Service Hotline across 6 areas: data governance institution, data governance environment, organizational structure of data governance, data management process, supervision and guidance, and application of data governance results. The research methods included literature review, case studies, questionnaire surveys, interviews, and participatory observation. From the concept of data governance, data management processes, data quality, data security and privacy protection, data sharing and openness, data collaborative governance, data analysis, and data application, it was found that there are specific problems in data governance and the reasons for these problems were analysed. Finally, based on the exploration of domestic and foreign government data governance experiences, recommendations were proposed for the data governance of China Government Service Hotlines in 5 areas: data governance institution, data governance environment, data governance organization support, data management processes, and data governance applications. These recommendations provide empirical reference for the data governance of China Government Service Hotlines.

The key findings and conclusions of this study include: (1)The data governance of The China Immigration Service Hotline is currently in its early stages, with room for improvement. （2）The data governance of The China Immigration Service Hotline currently faces several issues. These include the need to supplement and improve the data governance-related working mechanism, upgrade the staff's data governance concepts and skills, improve the degree of refined management of the platform's data, and address the deviation between the application of data governance results and front-line needs. These issues stem from the hotline system poorly constructed institutional system and the lack of attention given to hotline data governance. The problems can be attributed to the absence of matching technical tools, the need to strengthen organizational safeguards, and inadequate supervision and guidance. (3)In order to improve the effectiveness of data governance, a coordinated approach to data governance is necessary. This includes the data governance system, the data governance environment, the organizational safeguards for data governance, the data management process, and the application of data governance.