Want to go online again? Dropping down the windmill announces the direction of rectification: improving emergency response capability

category:Internet
 Want to go online again? Dropping down the windmill announces the direction of rectification: improving emergency response capability


Netease Science and Technology News April 15, Zhang Rui, head of the drip-drip windmill, issued a letter to everyone through the official Weibo of the windmill, in which he mentioned the reflection of the downline of the windmill, and announced five major rectification measures, including returning to the nature of the windmill, making every effort to resist illegal operation, removing personalized portraits and gender and other personal privacy information display. Xiang.

Zhang Rui disclosed that after the two downwind incidents last year, drip by drip increased the investment of customer service resources, improved customer service disposal capacity, launched a comprehensive safety hazard investigation in all aspects, and invested a lot of resources to upgrade the entire customer service system. In addition, the letter also mentions that the screening of access information for downwind users has been continuously strengthened, and every effort has been made to eliminate discrepancies between passengers and vehicles.

At the same time, the windmill will also access the safety response center specially set up by the drop platform. As long as the safety complaints are involved, all the complaints will be handled by the special person at the first time, so as to reduce the probability of misjudgement or backlog of safety complaints. In September last year, Droplet set up a 7 x 24 hour emergency command center to provide all-round support for emergencies, and set up a police mediation docking working group and optimize the mediation process.

Zhang Rui said that in the follow-up, more product improvement programs and safety strategies will be announced gradually, and opinions from all walks of life will be widely sought, and all efforts will be made to take good care of the deceaseds families and to improve travel safety.

In the previous article titled Dropping Robbery produced by Houchangcun No. 7, several employees of the windmill told reporters of Houchangcun No. 7 (ID: tech_163) that the internal circulation was small and that the restart of the windmill was in progress. Were ready to move bricks inside. An employee of the Drip Windmill Business Department said he was waiting for the Windmill to go back on line.

Earlier news was that we would strive to complete the work of safety compliance by March, formally submit the materials to the government regulatory authorities for approval, and are expected to go online in April. Recently, however, there are voices coming out. The time for downwind vehicles to go online may be delayed to June, or the gray level of small traffic will be on the line first.

In response to the above rumors, Droplet officially responded to Houchangcun 7 when the article was published, saying that Droplet is still making full efforts to carry out safety rectification, and will continue to be offline for an indefinite period of time before completing the safety rectification.

The following is the full text of the open letter:

A letter from the windmill to you

Hello, everyone. My name is Zhang Rui. I joined the company six years ago, and now I am in charge of the downwind business department.

As a member of the team, I participated in the early stage of the downwind on-line, experienced setbacks, experienced difficulties, and witnessed the growth of the downwind. But in the past, it was the most painful time for me, and the darkest time since the downwind was on the line.

Last year, two sad incidents made me and my colleagues feel extremely sad and self-reproachful, sad that our lives have passed away, and that we have not fulfilled our responsibilities. Team members were deeply self-doubtful, wondering whether they had made the wrong decision to join the windmill and whether our values were really distorted as others said. Our original intention is to activate idle resources, to help car owners share empty seats to realize cost sharing and to help passengers travel more conveniently. But the tragedy made us realize that we lost our awe in pursuit of scale growth. We did not really understand the industry, did not realize the complexity of offline travel scenarios, and neglected our due responsibilities. Again, Im sorry, we have failed the trust of our users.

It is also the support and trust of every user in the past that enables us to persevere in pushing forward the rectification work. In the past, we have been reflecting on the safety needs of car owners and passengers for offline travel. We also consulted a lot of industry experts to learn from other enterprises and put good suggestions into practice in our product rectification. Now, I would like to present the teams thinking over the past period to you, and I urge you to examine and supervise to help us improve.

I. Return to the nature of the windmill and do everything possible to resist illegal operation

The essence of a downwind car is to travel by coach. The owner shares empty seats on the premise of having a planned trip. Therefore, the number of orders and the common area of orders should be limited. The coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach coach COA In order to prevent safety risks to the maximum extent and resist illegal operations, we will strictly limit the number of orders received in accordance with the guidance requirements, stipulate that the owner of the car carries passengers on commonly used routes, and let the free-rider return to the nature of the free-rider.

2. Remove the display of personal privacy-related information such as personalized avatars and gender

The complexity of offline travel scenes and human nature makes us realize that the design of social products on the Internet is risky in downwind vehicles. The display of personalized avatars, gender, personal evaluation labels and other information is intended as a supplementary judgment factor for the owners and passengers, but it provides the illegal elements with the opportunity to select the infringement objects and buries hidden dangers for users to travel. u3002 In the future, we will only show the necessary information about travel, forbid both parties to edit the content of mutual evaluation, and the evaluation label is only related to travel, such as punctuality, courtesy and so on.

3. Continuous strengthening of user access information screening and making every effort to eliminate discrepancies between passengers and vehicles

Liu Mou, the murderer of Zhengzhou Incident, was rejected by the platform because he did not meet the requirements when registering, and then registered through his fathers identity document information, and let his father take the place of face recognition. In order to avoid this kind of situation happening again, we will continue to strengthen user information screening, and face recognition before each trip of the owner, and seriously deal with the inconsistencies between people and vehicles. But offline scenes are complex. We are still exploring more effective ways. We also hope that you can give us some suggestions.

IV. Increase the input of customer service resources to improve customer service disposal capabilities

In last years two incidents, other passengers complained about the abnormal behavior of the car owners involved before, but due to the lack of judgment ability of the front-line customer service, the risk was not accurately identified, resulting in complaints were not properly handled. Afterwards, we launched a comprehensive security risk investigation in all aspects, and invested a lot of resources to upgrade the entire customer service system. The windmill will also access the safety response center specially set up by the drip platform. As long as the complaints concerning safety are involved, they will be handed over to the special person for the first time to reduce the probability of misjudgement or backlog of safety complaints.

5. Improving emergency response capability and optimizing dispatch process

In September last year, we set up a 7 x 24 hour emergency command center to provide all-round support for emergencies. At the same time, we set up a police mediation docking working group and optimize the mediation process. After receiving the police line, we send the link of the mediation process by short message at the first time. After receiving the police response, we can cooperate with the police for up to 10 minutes. Mediation work.

These are the measures we have taken to improve the core issues exposed in the past two cases. In addition, we have also done a lot of explorations in user registration and access verification, product process and security strategy, hoping to provide users with more security capabilities and tools. Next, we will gradually publish the details of these progress, and widely solicit your opinions to continue to build a more secure travel environment. We know that no matter what we do, we can not save our lost lives, nor alleviate the grief of bereaved relatives. In addition to mourning, we will keep our promise, take good care of the deceased families, make every effort to improve travel safety, and do our best to avoid the recurrence of tragedies. We will never forget the lost life. Life is above everything. May the deceased rest in peace. Source: Liable Editor of Netease Science and Technology Report: Yao Liwei_NT6056

These are the measures we have taken to improve the core issues exposed in the past two cases. In addition, we have also done a lot of explorations in user registration and access verification, product process and security strategy, hoping to provide users with more security capabilities and tools. Next, we will gradually publish the details of these progress, and widely solicit your opinions to continue to build a more secure travel environment.

We know that no matter what we do, we can not save our lost lives, nor alleviate the grief of bereaved relatives. In addition to mourning, we will keep our promise, take good care of the deceased families, make every effort to improve travel safety, and do our best to avoid the recurrence of tragedies.

We will never forget the lost life. Life is above everything. May the deceased rest in peace.