Demands related to city governance often arise behind the hustle and bustle of Beijing, a megacity of 21 million people, and the city's diversity and vitality become more prominent when problems are raised and solved. In Beijing, everyone is a participant in city governance and the 12345 hotline connects all the sub-districts, neighborhood offices and public service enterprises to serve the citizens at zero distance. Guided by the concept of "people first", the system of swift response to public complaints, a megacity governance model driven by the demands of the people, has facilitated public participation in city development and governance as well as the delivery of public services to all the citizens.