Image source @ Visual China
For a long time, labor-intensive is the label of the property industry, and the traditional management model faces various problems such as low multi-level management efficiency, opaque management, difficult to quantify service results, large personnel turnover, and unsustainable service standards. Nowadays, digital means are constantly empowering the change of cloud technology.
Responses are in global governance
At the morning rush hour, Shenzhen's Shatou Street is full of people, and office workers and mobile vendors are dense, which is also the morning peak of the Shatou Street Wisdom Command Center.
Han Xu, the leader of the first squadron of the Shatou Street Project Group, received a report on his mobile phone that there was a problem of shared bicycles placed randomly near the Xiasha subway entrance. According to the positioning, the system sent a single to the "Yuncheng Chengguan" Gu Zijian, who was responsible for the inspection of the cityscape of the street.
Five minutes later, Gu Zijian rushed to the scene, placed the vehicle neatly, and took photos of the results. Han Xu closed the work order after the acceptance of the smart work order system and completed the closed-loop governance of an urban problem incident.
If you find that the garbage can is not tidy, you can report the incident through the reporting system
Similar smart work order responses have been widely used in multiple formats of the Cloud of All Things (including streets, residences, office buildings, etc.), and under the name of "Baichuan Engine", it provides unified reporting, periodic maintenance tasks, task allocation and scheduling and other overall solutions for intelligent building fields such as customer assets and space.
"From the work order system, we can directly locate the location of the report, which is of great help to us in quick processing, and we will not waste time because of which building, shop, garbage station and other places to find specifically." Gu Zijian introduced that the work orders in the mobile phone not only come from independent inspections, but also involve work orders from self-inspection by social responsibility entities such as AI patrol car identification, IOT platform, and remote video surveillance.
At present, the process engine of "Baichuan Engine" supports the incident response upgrade mechanism, if it is found that there is no response for 1 hour of reporting, the relevant work orders will be automatically pushed to a higher level response unit, and the response organization level and response time can be flexibly configured according to different customers to ensure the operation quality of streets, buildings and communities.
In Shatou Street, Shenzhen, All Things Cloud sets up a "Cloud City Captain" based on the grid division to coordinate and manage the work of city appearance inspection, environmental sanitation, garbage transfer, road safety inspection, etc., and quickly dispose of various on-site problems through the intelligent operation platform.
Background personnel can view the progress of ticket processing and close the ticket if it is completed
Statistics show that Shatou Street handled a total of 68,650 temporary work orders and 31,353 periodic work orders in 2021. With the continuous increase in the participation rate of all parties, the completion rate of temporary work orders is 96.7% and the completion rate of cyclical work orders is 73%. The satisfaction of street residents increased from 74.28% in 2020 to 88.21% in 2021.
Response to lights in Wanjia
The sand head practice of "Baichuan Engine" is only a microcosm of the "property city" service of All Things Cloud, and in the same residential property, the owner only needs to tap in the "Live Here" APP, and the required service will form a digital work order, which will be quickly dispatched to the corresponding staff for rapid processing, and the processing results will be evaluated according to the feedback until satisfied.
In the winter afternoon, Huang Zonggang, a public maintenance post in Jinan Vanke City Community, received a report on the owner's house maintenance, rushed to the owner's home in less than ten minutes, found the reason why the lights were not on, quickly completed the maintenance, and took photos in the work order, and confirmed the completion of the work order closed loop through the owner evaluation and command center.
Through the cloud reporting mini program, form a work order and send operators to the scene to solve
For front-line service providers like Huang Zonggang, the work order system not only records the number, efficiency, and accumulation of work hours they process every day, but also mobilizes the enthusiasm of work in the accumulation of data, which is directly linked to income.
It is understood that based on the "Baichuan Engine", the work order system will view the relevant unlisted documents according to different projects/points, forward them to the designated appropriate personnel, and also view the selection and allocation of different personnel's current orders, and the details of the work order progress are clear at a glance.
If it involves periodic tasks such as elevator maintenance, fire safety, and equipment assets, the Baichuan Event Engine will carry out standardized or personalized periodic maintenance and match the corresponding operation process management for the relevant assets or locations. According to the assessment standards, relying on the rule engine through visual configuration, refined response to customer multi-dimensional needs.
In addition, it is flexible to support daily counting planning for different materials, custom time-specific tasks, and scope planning. Regarding the problems of system task frequency and actual operation frequency error often encountered in the maintenance of similar products in the industry, Baichuan Engine can also provide a more accurate and non-cyclic task creation mechanism.
"Each type of inspection has its own set of standardized process 'instructions', not afraid of inspection is not in place, because it will be confirmed according to the process one by one." Huang Zonggang introduced, "Our front-line positions will also continue to upgrade their skills in label learning, so that the platform will send us more work orders according to skill labels." ”
Responsive in the era of big properties
In the era of large properties, while the field of property services is constantly expanding, the service model is also constantly innovating. From "inside the wall" to "outside the wall" more and more complex, refined property services require a strong resource scheduling and configuration platform to support the development of enterprises.
In response to the era of large properties, the "Baichuan Engine" of All Things Cloud is based on the SaaS platform architecture design of microservice construction and core engine decoupling, with BPM as the core, and builds core services such as DMN, Form, event engine, master data, permissions, etc., similar to Servicegenow, Workday and other products, to achieve engine service and business decoupling, and provide flexible scenario solutions for different property assets and spaces.
Digital work orders are fed back to the Digital Operation Center of All Things Cloud, which oversees the online operation of more than 3,000 projects under management by Vanke Service
At the same time, as a labor resource scheduling platform, "Baichuan Engine" can access different business and business scenario algorithms to achieve the overall optimization scheduling of people, things, things and spatial resources, and solve property scenarios such as large-scale tens of millions of work orders/task distribution, accurate matching, and complex periodic task operations or asset inventory.
Nowadays, more and more new technologies have entered the service field of "living", and through a series of space technology service means, All Things Cloud is reducing the cost of operation and maintenance, while improving the comfort of residential, building and street for customers, empowering employees to improve work efficiency, and ensuring the sustainability of service quality.
(This article was first published on the Titanium Media App, the author | Technology Refers north)