In fact, since the Mayor's Hotline is a passive receptor, with no initiative to speak of, it applies the principles of statistics, not big data.
Of course, it is possible to create profiles of users who have called many times, anticipate behavioral outcomes, and prepare dispositions in advance, which would be a sensible use of big data.
To make the mayor's hotline active, in order to use big data.
What is active? It is not just passive answer, but also can take the initiative to check or understand the situation, the establishment of the mayor of the hotline and the public two-way interaction, rather than one-way interaction.