打通服务社区居民“最后一公里” 提高居民生活质量，保障城市安全运行

消杀测温、运输、代收疾疫。在新冠之中,物务之外忙,七百余万物力配社稷联络,牢筑一道以安之。宅物之制,升群品、城市安行、社稷安稳、党国安长之义益彰。
世之末也,亦治之重也;物之大也。物业非徒治世之造物、能源也,犹任卫生之防疫、垃圾之类。亦当见今之党建功引用,有进无退,所以治体不理,物务不高,万物服制须全。于是宅与乡里建立等十部印之,以充入宅之用。所以贵贵者,升其高下,通其服役之事。
重以宅物,推以高品,厌民之美生也。国之人生万全者,中人四亿,人之养老育幼家政之事,所须不已,大抵皆在社稷。遂居民之至急者,给以地宜,“近水楼台”之业为最。故《通知》曰:“动以养生”之求。劝物务之有条,延乎生业,既足以广居民之数数,亦所以进费广用也。
重以宅物,动以康强,六稳、六保之任重。以就业为例,中国物管协以八百三家物力较之,二千二十年新增者逾三十万人。以《通知》为大,以便安民。
形势之下,通物务一公里,更须明督。居民物业之间,多以物信不明纠。宜督物务而申明之。如物事之所以与度数、度量、物业之费,与人主共分经营支度,障民知情、择权,以善得居民之理。又加修服名红黑,动成胜劣。
形势既下,智力亦须插翅,因而创立。于安数之际,强物网、云算、人工智能之术用于物者,进之以通事,益造制物、性理之事以厌人。兼治结构、资用,探新制,升其服用。譬诸世间用公共修资买电梯,以任其责,出故使保险先行赔偿,如此则能疾入维持,难于解用矣。
重之以宅与物,非徒政与企力,而调其居人、社稷、世务、志愿、居处多方之性,决策共谋、造设共管、效用共之。唯此物者,乃能构共享之基治也。
《人民日报》,二千二十一年零一月丙申。
During the period of prevention and control of the New Crown Pneumonia epidemic, property service personnel have been particularly busy, and more than 7 million property service personnel across the country have cooperated with community joint defense and control to firmly build a safety defense line. Residential property management for improving the quality of life of the masses, urban safety, social harmony and stability, the party and the country more prominent significance of long-term stability.
Community is the end of social governance, but also the focus of grass-roots governance, and property management is an important part of community governance. The property not only manages the community buildings and energy supply, but also undertakes the social management functions of sanitation and epidemic prevention and garbage classification. It should also be noted that the guiding role of party building in property management needs to be further strengthened, the governance structure of the Commission is unreasonable, the quality of property services is not high, and the property service supervision mechanism needs to be improved. Therefore, ten departments including the Ministry of Housing and Urban-Rural Development have printed and distributed the Circular on Strengthening and Improving the Residential Property Management, putting forward requirements for improving the level and effICIEncy of residential property management, and providing institutional support for the “last mile” serving residents.
Strengthening residential property management and promoting the upgrading of the property service industry to high quality and diversification is an important measure to meet the growing needs of the people for a better life. China’s per capita GDP has reached US $10,000, with more than 400 million middle-income groups. People’s demand for health care, old-age care, childcare, housekeeping and other life services is growing, and a large part of such life services are in the community. Meet the most urgent needs of residents, to provide tailor-made services, “near the water tower” of the property has the most innate advantages. Therefore, the Circular proposes the requirement of “promoting the development of the living service industry”. Encourage qualified property service enterprises to extend to the life service field, which can not only meet the diversified multi-level living needs of residents, but also be an effective means to promote consumption and expand domestic demand.
Strengthening residential property management and promoting the healthy development of the industry is of great significance to the “six stability” work and the implementation of the “six guarantees” task. Take employment as an example, the China Property Management Association survey of 803 property service enterprises shows that more than 300,000 new employees will be employed in 2020. In accordance with the requirements of the Circular, to expand and strengthen the property management industry is conducive to stabilizing employment and ensuring people’s livelihood.
Under the new situation, get through the property service “last kilometer”, need more open and transparent supervision. Residents and property between the property information is often not open and transparent enough because of disputes. The property service enterprise shall be supervised to truthfully publicize such information as the contents and standards of property service, charging items and standards, property fees and the revenue and expenditure of the common part of the operation income of the property owners, so as to safeguard the residents’ right to know and right to choose, and thus better obtain the residents’ understanding and recognition. At the same time, we should accelerate the establishment and improvement of the property service enterprise red and black list system to promote the formation of a market environment of survival of the fittest.
Under the new situation, the property service also needs to insert the intelligent wing, strengthens the technology utilization and the mechanism innovation. On the premise of ensuring data security, strengthen the application of the Internet of Things, cloud computing, artificial intelligence and other technologies in property management services, promote the integrated development of online and offline services, and create more customized products and personalized services to meet different needs of residents. Meanwhile, new mechanisms shall be explored in respect of governance structure and use of funds to improve service quality and efficiency. For example, some communities explore the use of public maintenance funds to purchase elevator safety liability insurance, and allow the insurance company to make compensation in advance when the elevator fails, so as to enter the maintenance process as soon as possible, which provides a new idea for solving the problem of difficult use of public maintenance funds.
Strengthening residential and property management shall not only require the government and enterprises to exert their efforts, but also mobilize the enthusiasm of residents, social organizations, social work service agencies, community volunteers, resident units, etc., so as to realize joint decision-making, joint development and construction, joint construction and management, joint evaluation of effects and sharing of achievements. Only in this way, the property can play a greater role in building a grass-roots social governance system of co-governance and sharing.
People’s Daily (07 Edition, January 20, 2021)

消杀温、送料、收快递…在新冠肺炎疫情的防控过程中，物业服务人员特别忙碌，全国700多万物业服务人员配合社区的联防联控，牢牢筑起一道安全防线。提高居民生活质量，保障城市安全运行，促进社会和谐稳定，是党和国家长治久安的重大战略任务。
社区作为社会治理的终点和重点，而物业管理则是社区治理的重要内容。它不但管理小区的建筑物，能源供应等，还承担着卫生防疫、垃圾分类等社会管理职能。同时也应看到，当前物业管理中党建工作的主导作用有待进一步加强，业主委员会的治理结构不合理，物业服务质量差，物业服务监管机制有待完善。因此，住房和城乡建设部等10部门发布了《关于加强和改进住宅物业管理工作的通知》，提出了提高住宅物业管理水平和效率的要求，并提出了制度上的支持，以打通服务居民的”最后一公里”。
强化住宅物业管理，促进物业服务向优质、多样化方向发展，是满足广大居民日益增长的美好生活需求的重要举措。目前，我国人均 GDP已达10,000美元，有四亿多中等收入群体，居民对健康、养老、育儿、家政等生活服务的需求日益增长，这类生活服务的需求相当大。根据居民的迫切需要，提供因地制宜的服务，“近水楼台”的物业是最具先天优势的。因此，《通知》提出要“大力发展生活性服务业”。鼓励有条件的物业服务企业向生活服务领域拓展，既可以满足居民多层次、多样化的生活需求，又是拉动消费，扩大内需的有效途径。
强化住宅物业管理，促进住宅产业的健康发展，对于做好“六稳”工作，落实“六保”任务具有重要意义。例如，中国物业管理协会对803家物业服务企业进行的调查显示，到2020年，新增就业人数将超过30万。根据《通知》要求，做大做强物业管理行业，有利于稳定就业，保障民生。
在新形势下，打通物业服务”最后一公里”，需要更加公开、透明的监管。物业信息不够公开透明，居民和物业之间经常会发生纠纷。对物业服务企业应当监督其如实公开物业服务内容和标准、收费项目和标准、物业费和业主共有部分的收支情况等信息，保障居民的知情权和选择权，使其更好地了解和接受服务。与此同时，加快建立健全物业服务企业红黑名单制度，促进形成优胜劣汰的市场环境。
在新形势下，物业服务同样需要插上智慧的翅膀，加强技术运用与机制创新。加强物业管理服务中物联网、云计算、人工智能等技术的应用，在保证数据安全的前提下，推动线上、线下服务融合发展，创造更多符合用户需求的个性化服务和产品，满足居民不同需求。在治理结构、资金运用等方面探索新机制，提高服务质量和效率。如有的社区探索利用公共维修基金购买电梯安全责任保险，电梯发生故障后，让保险公司先行赔付，以便尽快进入维修程序，为破解电梯使用中的难题提供新思路。
强化住宅与物业管理，不仅需要政府与企业共同努力，更需要调动居民、社会组织、社会工作服务机构、社区志愿者、驻区单位等多方面的积极性，共同参与决策，共同推进，共同建设，共同管理，共同评价，共同分享成果。只有这样，物业才能在建设共建共享的基层社会治理体系中扮演更重要的角色。
人民日报(09年1月20日07版)