埃森哲：COVID-19：中國平臺經驗 -埃森哲（英文版）.pdf

1、NOWNEXTWhat to do Now, What to do NextCovid-19: What othercompanies can learn from the China platforms response to COVID-19 LESSONS FROM CHINESE PLATFORMS Compared with the rest of the world, China is months ahead in dealing with COVID-19. The first identified case of the disease has been traced to

2、Hubei Province, where it was recorded on 17 November 2019.1Since then, more than 1.2 million cases have been reported worldwide2, with many more expected. COVID-19 has affected communities and industries across the globe. And it continues to evolve with unprecedented speed and reach. Lives and livel

3、ihoods depend upon governments and businesses balancing health, social, financial and economic risks. And they have to do that in a rapidly changing environment with incomplete information. One thing we do know is that Chinese platform companies have played a vital role in the effort to slow the spr

4、ead of COVID-19. They supported communities while the country was in lockdown, providing valuable information, and helping connect friends, families, experts, and governments. Theyve entertained people, helped them to learn, and kept small businesses alive. Along the way, theyve faced new challenges

5、 and inevitably made mistakes. But theyve also demonstrated how digital platforms generally can move quickly, operate flexibly and serve as a powerful resource in these testing times. Where we are now 2Copyright 2020 Accenture. All rights reserved. 1 2 https:/www.weforum.org/agenda/2020/04/what-you-

6、need-to-know-about-covid-19-5-april/ What can other platform companies learn from the Chinese experience? Help ecosystem partners and workers Create community and share information Fight for trustSupport social welfare Platforms there have taken on four major roles that, together, provide a playbook

7、 for platforms in the rest of the world as the pandemic spreads: 3Copyright 2020 Accenture. All rights reserved. With regional and national lockdowns in place, people can be desperate for both information and community. These demands can quickly overwhelm the capacity of normal channels, especially

8、when human contact is so severely limited. In this environment, digital platforms come into their own, helping to make society, business and individuals more resilient and responsive. Platforms distributed nature means fewer bottlenecks, and their already widespread adoption means more infrastructur

9、e capacity and the ability to share information throughout communities. In China, existing groups (like gaming and social shopping) became emotional lifelines for people stuck at home. And at the same time, local and special interest communities sprung up to keep people connected. Platforms enabled

10、all these responses, contributing critical capability and information when and where it was most needed. Create community and share information Baidu, for example, helped people access testing faster by adding a geospatial layer into its mapping products that showed where ad hoc and permanent fever

11、clinics were operating.3Real-time information on road closures and population density in public places allowed people to get to clinics quickly and in greater safety. Tencent launched a real-time COVID-19 tracking map on January 23 that became the easiest and fastest way to see where outbreaks were

12、happening.4TouTiao and Watermelon Video offered more than 100 best-selling video- learning courses free of charge from February 1 to March 1, helping people to stay engaged and productive from home.5 4Copyright 2020 Accenture. All rights reserved. 3 4 5 In addition, new demand for offline-to-online

13、services has created spikes in the use of platforms during lockdowns. Offline businesses have adopted streaming models at unprecedented rates. Gyms are streaming classes, museums are offering tours, and nightclubs are streaming DJ sessions. Fifty million students and 600,000 teachers in China used t

14、he live-streaming feature on Dingtalk, Alibabas enterprise communication app, to hold online classes as schools in China reopened after the extended Spring Festival holiday.6 While offerings at this point are largely rudimentary, with most providing simple video-chat interfaces, wide exposure and su

15、ccess may drive further platform advances and services that will continue when the pandemic subsides. Keep, a popular fitness 11 To support health agencies and government in controlling the outbreak, platforms in China have undertaken innovative measures in order to help their communities and save l

16、ives some of which may have been uneconomic in the short term. Such steps may be the right thing to do as a responsible business. They also may be prudent in the longer term. In a crisis, integrity of a brand can be shored up or tarnished. Acting publicly to help the community during COVID-19 can bu

17、ild customer trust, attract talent, strengthen relationships with merchants and advertisers, and even attract support from governments. Support social welfare Offer no-or low- cost options including new products, services and delivery models 1 Establish relief activities setting aside funds to suppo

18、rt the medical community, vulnerable groups, kids out of school or charities 2 Support local government with tools, talent and/or infrastructure to help speed identification and isolation of infected people 3 In China we saw three common approaches to supporting social welfare: 7Copyright 2020 Accen

19、ture. All rights reserved. Several platforms offered free or very low-cost services during the lockdown. Meituan suspended charging for bicycles in Hubei Province, and collaborated with psychological counseling agencies to deliver no-cost services through their popular Dazhong Dianping mobile delive

20、ry app. Platforms launched new products, services and delivery models. For example, Meituan Maicai offered contactless distribution, using lockers for delivery and pick-up in Beijing, Shanghai and Shenzhen.12 Almost every platform set up relief funds, setting aside billions of RMB to support the med

21、ical community, vulnerable groups, kids out of school and charitable organizations, among others. Taobao set up a 1 billion RMB “agriculture fund” to promote slow-moving agricultural products, supporting farmers and helping people get access to food.13Social-shopping site Pinduoduo followed suit, co

22、llecting data to match unsold agricultural products with consumers.14 Many platforms supported government initiatives with tools, talent and/or infrastructure. Baidu launched a no-cost intelligent call platform in more than ten areas for COVID-19 prevention and control. It enables outreach to speed

23、identification and isolation of infected people and supports self-diagnosing.15Ride-sharing firm Didi set up driver volunteer teams in several cities to coordinate transportation with government.16 Tencent-owned WeChat launched a close- contact detector to help people identify if they had been in co

24、ntact with an infected person. And the health QR codes they developed became the mechanism through which authorities allowed people in or out of cities. The red, yellow or green status was given to users, according to whether they had been in close contact with someone with the virus.17 8Copyright 2

25、020 Accenture. All rights reserved. Support social welfare 12 13 14 19-coronavirus-google-facebook-amazon; stronger-position/#6ad52bf26a28 20 21 idUSKBN21447W; 22 23 How Accenture can help Applying the learnings from China, we can help global platforms respond to the pandemic now and plan the necess

26、ary actions after the COVID-19 pandemic is over. Deploy Your COVID-19 Response Globally: We can help develop new software and platform products, test, and market your services so they can benefit the people who need them most, quickly, and across the globe. Prevent Fraudsters from Abusing Your Platf

27、orm: Not every open hand is reaching out with good intentions. We can help authenticate users, verify content and news, and support product authenticity efforts so that your platform remains safe and trusted among its users. Identify Ways AI Can Help: AI can be utilized in a number of different scen

28、arios such as quickly analyzing patterns and helping connect people to vital health and collaboration services. We can help engineer new AI solutions, develop the APIs for AI use cases, and support your developer community. NOWNEXT NOW Accelerate Out of the Lockdown: As weve seen in China, platform

29、companies that study societys needs and develop solutions quickly will likely emerge even stronger after the pandemic lockdowns. We can help speed time-to-market and ensure products and offerings developed in response to COVID-19 stay relevant post-pandemic with expanded feature sets. Safeguard Agai

30、nst Fraud Going Forward: We can help review and update policies, run models to help detect security vulnerabilities, and develop solutions to flag and stop deceitful attempts to infiltrate your platform. Productize AI Solutions for Ongoing Value: Many technology and process solutions developed as a

31、result of COVID-19 can both benefit businesses and consumers. We can help you further integrate AI across your platform and discover new applications to continue assisting your customers, developers, and partners. NEXT 11Copyright 2020 Accenture. All rights reserved. WHAT WILL BE MOST IMPORTANT? STA

32、YING CONNECTED AND COLLABORATING ACROSS THE WORLD AT SPEED. There will be many more lessons to be learned from China. And other platforms will undoubtedly create more new and unique ways to help communities and businesses address the needs created by the pandemic. 12Copyright 2020 Accenture. All rig

33、hts reserved. Contacts Robin Murdoch Global Industry Lead Software & Platforms Kevin Collins Global Offerings & Innovation Lead Software & Platforms Shanshan Wu Industry Strategy Lead, Greater China Software & Platforms 13Copyright 2020 Accenture. All rights reserved. To help our clients navigate bo

34、th the human and business impact of COVID-19, weve created a hub of all of our latest thinking on a variety of topics. Each topic highlights specific actions which can be taken now, and what to consider next as industries move towards a new normal. From leadership essentials to ensuring productivity

35、 for your employees and customer service groups to building supply chain resilience and much more, our hub will be constantly updated. Check back regularly for more insights. VISIT OUR HUB HERE 14Copyright 2020 Accenture. All rights reserved. AboutAccenture Accenture is a leading global professional

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39、f the information in this presentation and for any acts or omissions made based on such information. Accenture does not provide legal, regulatory, audit, or tax advice. Readers are responsible for obtaining such advice from their own legal counsel or other licensed professionals. Copyright 2020 Accenture All rights reserved. Accenture, its logo, and New Applied Now are trademarks of Accenture. 15