Ontology Construction of City Hotline Service for Urban Grassroots Governance

Abstract

In order to satisfy the current needs of urban grassroots governance, a novel city hotline service ontology is constructed to improve the efficiency and effectiveness of city hotline service in this paper. Firstly, the TOVE method is applied to construct government hotline service ontology for urban grassroots governance based on the cases of city hotline service. Secondly, the necessary concepts are defined, including the hierarchical relationships, attributes, and constraints among the seven modules of the city, personnel, organization, government, hotline appeal, hotline complaint object, and hotline processing results. Finally, the city hotline service ontology is built with the protégé ontology development tool and then tested in hotline scenarios of different urban grassroots governance. The testing results verify the validity and practicability of the proposed ontology so that the needs of hotline service are met in urban grassroots governance.