In front of the outpatient building of Xuanwu Hospital affiliated to Capital Medical University, the staff (second from the right) helped the elderly scan the QR code of "Itinerary Card" with their mobile phones. Xinhua News Agency
On December 10th, Chaoyangmen Street, Dongcheng District, Beijing held a community charity day, and three blue elderly taxi stations were opened at the entrances and exits of the north gate, west gate and south gate of the fresh community. These warm-hearted stations are built by the Chaoyangmen Street Regional Pension Service Consortium in cooperation with AutoNavi Taxi. Since the beginning of this year, AutoNavi has successively launched a small program to help the elderly ride-hailing, opened up a "one-click ride-hailing", and a new tele-call service.
At the theme forum of "Co-construction and Sharing, Joining Hands with Penfolds - 2021 Responsibility China Annual Ceremony" held recently, the research group of Nandu Big Data Research Institute released a research report on the innovative practice of 200 samples of corporate social responsibility, and displayed the excellent innovation cases of corporate practice. Among them, the AutoNavi Map Taxi Project for the Elderly was selected as an excellent case of social responsibility innovation practice.
status quo
The proportion of elderly people using Internet travel services is low
According to the "Survey Report on the Travel Status of the Elderly" jointly released by AutoNavi Map and the Chinese Welfare Foundation, the lives of the elderly are far away from the "far away": 75% of the elderly surveyed have a daily distance of less than 5 kilometers, and 21% of the elderly have a daily range of no more than 1 kilometer. In every 100 elderly people, 6 elderly people have encountered a lost situation in a familiar environment.
According to the survey, the most popular destinations for the elderly are vegetable markets, parks, supermarkets, hospitals and pharmacies, schools, and kindergartens, indicating that the lives of the elderly are filled by buying vegetables and cooking, visiting parks, seeing doctors, and caring for their children.
The range of life of the elderly is getting smaller and smaller, and in addition to family and physical reasons, it is also affected by the inconvenience of traveling alone: 64% of the elderly say that when they go farther away, they need to be picked up by their families; and when their families are unable to pick up, the elderly generally do not use digital travel. Only 34% of the elderly surveyed have used mobile phone maps. When traveling to unfamiliar locations, more elderly people still rely on finding people to ask for directions.
The data shows that when traveling long distances or going to unfamiliar locations, the proportion of elderly people choosing to take a taxi has increased significantly, but 74% of the elderly are still on the side of the road. At the same time, only 20% of the elderly who have used mobile phones to call a car can call a car independently without resorting to others.
According to statistics, the proportion of the elderly using Internet travel services is low, and Internet travel services still need to lower the "threshold". Among the few elderly who have crossed the "threshold" of digital travel, the average monthly use of mobile phones to call a car is only 2.9 times a month, and the average travel distance is 8.1 kilometers. Hospitals rank third among taxi destinations, after transportation hubs and supermarkets. This shows that when the elderly use mobile phones to take a taxi, the average distance traveled is long, and the hospital is the most frequent destination outside of daily life.
innovation
New on-call service access digital solution
At the end of last year, the Ministry of Transport and other departments issued the "Notice of the General Office of the State Council on Effectively Solving the Implementation Plan for the Elderly to Use Intelligent Technology", encouraging online ride-hailing platform companies to optimize ride-hailing software, adding a convenient and suitable "one-click ride-hailing" function for the elderly, and effectively reducing the operational difficulty of the elderly using online ride-hailing. Explore and develop functions such as voice order receiving, background ordering, and offline settlement of customer service hotlines, and provide more complete and targeted solutions for the elderly to use online ride-hailing. Encourage qualified online ride-hailing platform companies to provide priority dispatch services for the elderly through technical means and precise policies.
In response to the Ministry of Industry and Information Technology's "Internet Application Ageing and Barrier-free Transformation Special Action" and the Ministry of Transport's call to promote the "ageing adaptation" transformation in the transportation field, since the beginning of this year, AutoNavi and other travel platforms have continued to optimize travel services for the elderly, covering waiting for cars, fare settlement, and optimizing browsing experience. Nandu reporter previously found that such as providing "one-click ride/call" function, payment methods to increase cash payment or payment by relatives and friends, the main interface to take large font, automatic sharing of itinerary and other functions, basically has become the standard of the mode of helping the elderly.
Taking AutoNavi as an example, in January this year, AutoNavi taxi officially launched the mode of helping the elderly, launched the "one-click car calling" function, no matter where the elderly are, there is no need to manually enter the starting point and end point, the system can automatically locate and share with the driver. In April, AutoNavi Reached a cooperation with community service-related units in Beijing to set up car-friendly stations in 20 key communities in Beijing, where the elderly can scan the code to call a taxi with one click. In August, AutoNavi cooperated with Qihua Dispatching Center, the largest taxi dispatching center in Beijing, to launch a new call service to help elderly people who do not use smart phones to call for cars, forming a closed loop from online to offline for the elderly.
Some insiders told Nandu reporters that compared with the traditional telephony service by the dispatch center service personnel to record the start and end of the passengers, and then the system will inform the taxi driver of the information, due to the difficulty of finding the starting point, the order is not smooth and other issues, the taxi driver's willingness to accept orders is limited; the new call service access to the AutoNavi taxi "good taxi" cruise taxi digital solution, the starting and ending point can be displayed directly on the driver's end, making it easier for the driver to receive passengers, and increasing the functions such as the way order, reducing the driver's empty driving cost and effectively improving the success rate of taxi.
The data shows that after the launch of the new call service cooperated by Qihua Dispatch Center and AutoNavi Taxi, the call response rate has increased significantly, about 42% higher than the industry average, reflecting the high demand for travel. At the same time, the improvement of service quality has also led to the growth of on-call orders. As a result, the new telephony service continues to expand its operating area, and in August this year, the service has achieved full coverage in 10 other districts outside the 6 districts of Beijing City, and has also landed in Shanghai, Chengdu and other cities.
convenient
Solve the problems of the elderly such as difficulty in calling a car and waiting for a long time
More elderly people who do not use smart phones are still accustomed to taking taxis, but problems such as difficulty in calling cars and waiting for cars for a long time have long existed. According to the "Warm Heart Travel Plan for the Elderly", in the future, 10,000 elderly taxi warm heart stations will be built across the country, according to previous survey data, warm heart stations will be mainly places where the elderly often move in the community, hospitals, etc., so that the elderly can go out to take a taxi more conveniently.
It is understood that at present, Beijing, Hangzhou, and Shenzhen have landed warm heart stations. In November, hangzhou's first batch of elderly taxi warm heart station was inaugurated in Zhalongkou Street in Shangcheng District, which covered more than 4,500 elderly people in three communities, including Wanjia Garden, Lanyuan and Jinghui. Among them, Wanjia Garden and Jinghui Community are standardized communities for the elderly in Zhejiang Province, and the proportion of elderly people in the community has reached 30%.
In December, at the north gate, west gate and south gate of the fresh community of Chaoyangmen Street in Beijing's Dongcheng District, three newly built taxi-friendly stations for the elderly also appeared. According to the data, chaoyangmen subdistrict in Dongcheng District, where the community is located, has jurisdiction over 9 communities, and by the end of 2020, the registered population aged 60 and above is 13,000, accounting for 29.49% of the total population of the street, which belongs to the serious aging street.
Aunt Wang, a resident of the community, said that she and her wife suffer from chronic diseases common to the elderly and need to go to the hospital regularly for review. The children live in other places, usually can not take care of them, the two elderly can only take a taxi to the hospital. As it became more and more difficult to hail a taxi on the side of the road, the two elderly people went to the two gates of the community to wait for the car when they were in a hurry, and after getting on the car, the two people met again. According to the community staff, the warm heart station has a larger range of calls, faster calls, reduces the waiting time, and avoids the trouble of separately calling for a car.
Nandu reporter noticed that there are two-dimensional codes and text prompts on the warm heart station. After scanning the two-dimensional code with their mobile phones, the elderly automatically enter the elderly service mode of the AutoNavi Taxi Mini Program. At the same time, the location of the warm heart station has been automatically set to the starting point of the taxi, and the end point position is displayed without input, and you can communicate with the driver in person after getting on the train. There is no need to do other operations when getting off the bus, and cash payment is supported. Some elderly people said that this is faster and shorter than the previous taxi on the side of the road.
Measures
Subsidies for medical travel for the elderly solve the problem of "can't afford to fight"
In addition, from October 28, the elderly aged 60 in Beijing and Hangzhou can receive a 200 yuan medical travel subsidy for the elderly every year on the AutoNavi Map App, which will be distributed in four quarterly times, 50 yuan per quarter. When the elderly use AutoNavi taxi to go to the hospital for medical treatment or return from the hospital, the subsidy can directly deduct the taxi cost in one lump sum.
The relevant staff of AutoNavi explained to the Nandu reporter: "For the elderly, there are two main reasons for not using mobile phones to take a taxi, and they will not fight and cannot afford to fight. One-click car calling and heart-warming stations are all aimed at lowering the threshold for the use of the elderly and solving the problem of not playing. The travel subsidy for the elderly to help the elderly solve the problem of not being able to afford it. ”
Such a heart-warming station has made many elderly people feel the tangible convenience. There are elderly feedback that the first is convenient operation, only need to sweep, click, easy to learn to use; second, the warm heart station can be directly positioned, and synchronized to the driver, the station color and location is more eye-catching, the driver is easier to find the elderly, and ordinary mobile phones call or children call, the elderly are not very good at operation, easy to meet with the driver in the process, there is a misunderstanding, the driver can not find each other. Third, the warm heart station supports cash payment, and some elderly people can use it without electronic payment; fourth, the interface font is larger and can be seen more clearly.
According to AutoNavi, the "one-click ride-hailing" service has been opened in the AutoNavi Map App, Alipay and WeChat's AutoNavi Taxi Mini Program, covering all regions of the country. The Elderly Warm Heart Station has been launched nationwide and will enter more communities in the future. Wang Guixin, vice president of AutoNavi Map, said that he hopes that through the "Warm Heart Travel Plan for the Elderly", digital travel can benefit 100 million elderly people across the country within 5 years.
The new call service accesses the digital solution of "good taxi" cruise taxi of AutoNavi Taxi, and the starting and ending points can be displayed directly on the driver's end, making it easier for drivers to receive passengers, and increasing functions such as road orders, reducing the driver's empty driving cost and effectively improving the success rate of taxi calls. ——Online ride-hailing platform industry insiders
First of all, it is convenient to operate, only need to sweep and click, easy to learn to use; second, the warm heart station can be directly located, and synchronized to the driver, the station color and location are more eye-catching, the driver is easier to find the elderly. Third, the warm heart station supports cash payment, which can be used without electronic payment; fourth, the interface font is relatively large and can be seen more clearly. ——After using the warm heart station, there is feedback from the elderly
Read more
Do a good job in the construction of information barrier-free so that the elderly can better embrace the Internet
In the information age, many elderly people are faced with problems such as "can't understand, can't learn, and use smart phones well", how to make the elderly better embrace the Internet and do a good job in information barrier-free construction? A few days ago, the State Council New Office held a press conference, the Ministry of Industry and Information Technology Department of Consumer Goods Industry Department He Yaqiong said that the Ministry of Industry and Information Technology has completed the aging transformation of 173 websites and apps, and provided "one-click call-in" services for 70 million elderly users.
Provide "one-click call-in" for 70 million elderly users
According to reports, the Ministry of Industry and Information Technology will effectively solve the difficulties of the elderly in the application of intelligent technology into the list of matters that "I do practical things for the masses".
Specifically, the Ministry of Industry and Information Technology has increased policy support, promoted the construction of public service platforms, and focused on solving the difficulties encountered by the elderly in using intelligent products and enjoying intelligent services.
For example, in terms of telecommunications services, in addition to retaining the traditional offline "face-to-face" services, heart-warming services such as "one-click call-in" and "love channel" for the elderly have also been specially developed. "In particular, 'one-click inbound' is loved by the elderly, and we have provided services to 70 million elderly users." He said.
In terms of promoting the construction of information accessibility, the Ministry of Industry and Information Technology issued the "Guiding Opinions on Promoting Information Accessibility", which specifically solves the problems of the elderly in terminal equipment, payment and service seeking.
For example, he said that in response to the medical problems that the elderly are very concerned about, the Ministry of Industry and Information Technology has selected the "All-Access Medical and All-Drug Internet Platform", and specially selected demonstration projects such as "AI Smart Internet Hospital" and "Digital Chinese Medicine BenefitIng The People's Service for the Elderly and Sub-healthy Populations".
Age-appropriate transformation of 173 websites and apps
In addition, in terms of carrying out the ageing transformation of Internet applications, the Ministry of Industry and Information Technology has completed the transformation of 173 websites and apps, which has solved the problems of the elderly not understanding, learning and using them badly.
It is worth mentioning that in the context of epidemic prevention and control, some elderly people do not know how to use smart phones to communicate the itinerary card, for which the Ministry of Industry and Information Technology specially organized the development of SMS verification itinerary card to respond to the concerns of the elderly.
The Ministry of Industry and Information Technology also compiled the "Action Plan for the Development of the Smart And Healthy Pension Industry" to carry out pilot demonstrations of smart pension applications. At present, a total of 167 demonstration enterprises, demonstration streets, including 297 rural townships and 69 demonstration bases have been created. The Ministry of Industry and Information Technology also issued the "Catalogue for the Promotion of Smart Health And Pension Products and Services", selecting 118 products and 120 services.
"The Department of Consumer Goods of the Ministry of Industry and Information Technology has issued the Guidelines for Upgrading and Innovating Consumer Goods in 8 consecutive batches, and we have also put some products suitable for the elderly and smart pension products into the guidelines." He Yaqiong said that the work can indeed feel the difficulties faced by the elderly when using smart phones. "We also require enterprises and front-line service personnel to treat the elderly like their parents, if we have this love and sincerity, the designed products must also be very intimate, and the elderly can use them." He said.
"We also require enterprises and front-line service personnel to treat the elderly like their parents, if we have this love and sincerity, the designed products must also be very intimate, and the elderly can use them." --He Yaqiong, Director of the Department of Consumer Goods Industry, Ministry of Industry and Information Technology
Written by: Nandu reporter Fu Xiaoling, Wang Fan, Pan Shanju