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<p>Global megacities face complex governance challenges requiring innovative digital solutions. Government hotlines have evolved into smart platforms facilitating citizen engagement and adaptive decision-making. Shanghai’s 12,345 and New York’s 311 hotlines, embedded in distinct political contexts, serve as critical interfaces between citizens and governments. Here we conduct a comparative analysis of structured data from both systems to identify request patterns, service quality, and digital transformation impacts, and apply a fine-tuned RoBERTa model on Shanghai’s unstructured data to predict citizen satisfaction. Our findings reveal how digital governance platforms encode political culture, reflecting divergent governance models and citizen-state relations. AI-empowered hotlines offer prospects for predictive analytics, integrated data ecosystems, and enhanced public services, while raising challenges related to privacy, accountability, and democratic participation. This study underscores the importance of contextualizing digital urban governance within broader institutional and cultural frameworks to harness AI’s potential effectively.</p>

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Governing the Smart City in the Age of AI: A Comparative Study of AI-Powered Hotline Services in Shanghai and New York

  • 期刊论文

  • 发表日期：

    2026年3月26日

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  • Zhongyuan Wang,
  • Wen Qu

摘要

Global megacities face complex governance challenges requiring innovative digital solutions. Government hotlines have evolved into smart platforms facilitating citizen engagement and adaptive decision-making. Shanghai’s 12,345 and New York’s 311 hotlines, embedded in distinct political contexts, serve as critical interfaces between citizens and governments. Here we conduct a comparative analysis of structured data from both systems to identify request patterns, service quality, and digital transformation impacts, and apply a fine-tuned RoBERTa model on Shanghai’s unstructured data to predict citizen satisfaction. Our findings reveal how digital governance platforms encode political culture, reflecting divergent governance models and citizen-state relations. AI-empowered hotlines offer prospects for predictive analytics, integrated data ecosystems, and enhanced public services, while raising challenges related to privacy, accountability, and democratic participation. This study underscores the importance of contextualizing digital urban governance within broader institutional and cultural frameworks to harness AI’s potential effectively.