The report selected 20 major cities around the world, including Beijing, Shanghai, Guangzhou, Hong Kong, Seoul, Singapore, Tokyo, Berlin, Paris, Madrid, London, Toronto, New York and San Francisco, to evaluate the effectiveness of their hotline services and governance.

According to the report, the development of global urban hotline services shows many common characteristics and trends, emphasizing resource integration, channel construction, intelligent application and data mining, and citizens' feelings.

Industry insiders believe as the first worldwide systematic analysis of the trajectories and trends of city hotlines, the report pioneers a governance-based framework to offer a panoramic assessment of their services and governance efficacy.

Meng Tianguang, head of the report's expert group and professor of the School of Social Sciences of Tsinghua University, said it could provide a scientific decision-making basis for worldwide continuous optimization of resource allocation, improvement of public service efficiency, promotion of urban governance innovation, and enhancement of people's well-being.