Zhao Juan 

Journal of Beijing Administrative College（CSSCI）

Abstract: As a critical link between the government and the public，Government Service Hotline plays an increasingly important role in advancing the modernization of urban governance. Based on Talcott Parsons's AGIL model，this article proposes an AGIL theoretical framework for the modernization of urban governance driven by the Government Service Hotline，and constructs a governance system of Government Service Hotline in four dimensions：Process Governance，Smart Governance，Collaborative Governance，and Responsive Governance. The construction of this system systematically examines the role of the Government Service Hotline within the modernization process, emphasizing its multiple functions in optimizing internal processes, supporting technology-driven decision-making, promoting interdepartmental collaboration, and addressing public needs. This approach goes beyond the traditional understanding of hotline service quality. The transformation of Government Service Hotline from a public service tool to a comprehensive governance platform carries profound implications and provides theoretical basis and practical reference for optimizing the service and governance efficiency of Government Service Hotline in the future.

Key words: Government Service Hotline；urban governance；12345 Hotline；AGIL model