Secret of China's urban governance

As cities around the world continue to grow and become more densely populated, government hotlines for reporting public concerns have become crucial in effective governance. In 2019, Beijing implemented the 12345 hotline, merging 64 previous hotlines into a single channel, and so far, people have been giving it a thumbs-up with a 97% satisfaction rate. So how does the service work? How does it compare with other similar hotlines in mega cities around the world? How do hotlines like this contribute to the development and modernization of China's major urban centers?