社区是基层治理的基本单元，也是中国式现代化落地的第一线。近年来，山东省淄博市以社区养老服务为切入点，坚持智慧社区、智慧家庭、智慧养老三位一体，沿着以弘扬孝文化启航、以人工智能赋能、以线上线下融合发展、以服务居家养老落地、以全国连锁定位五个路径，实现党建引领、长者食堂、医疗保健、文体娱乐、养老设施、志愿服务、智慧居家养老七进社区，探索形成了特色鲜明的“三五七”模式，对中国式现代化落地社区（村居）、家庭、养老进行了有益探索。
一、“三五七”模式的特色优势
中国式现代化落地社区，最大的障碍是行政约束减弱以及人员流动性强、高度陌生化。“三五七”模式针对这些问题，通过结构重整和认同凝聚，使社区成为基于中国优秀传统文化之上的守望相助、尊老护幼、知礼立德、居民自治的现代熟人社会。该模式也因此获得了强大生命力，目前业务范围已扩展至北京、天津等地，全国建设运营服务中心及社区食堂24个，服务十万余人次。
一是调动了多方力量。“三五七”模式的最大优势，在于始终坚持党组织的领导，充分发挥镇（街道）党（工）委、基层党组织战斗堡垒作用和老党员先锋模范作用，深度融合志愿者、义工队以及企业等社会资源，形成了党委领导、政府主导、部门负责、社会参与的推进机制，为整合社区服务力量探索出了一条新路子。
二是尊重了市场规律。“三五七”模式将企业盈利点置于智慧社区建设、运维的全过程。一方面，可积极争取各级智慧社区和智慧养老两大类政策，可招投标全国各地智慧社区建设项目，实现以智慧社区建设反哺社区养老服务项目。另一方面，通过搭建平台，为更多企业、产品、服务进入养老领域，提供了较好的切入点，目前已纳入老年人各类信息11.9万条，架构大数据模块13个，链接各类养老服务商1.3万余家，为破解社区服务行业营利难题提供了可行方案。
三是实现了服务标准化。首先是管理层面，对全国服务站点实施统一管理、统一标志、统一策略、统一核算，制定企业标准77项、行业标准106项，解决了社区服务企业规模化复制问题。其次是产品层面，通过与通讯、电子等头部企业合作，开发迭代智能化产品，可提供养老护理、家政服务、代办代购、医疗保健等170余项标准化服务。第三是人员层面，分岗位制定培训大纲，确保每个员工均持有健康、技能等“六证”，并定期开展服务质量星级评定，以标准化程序解决服务质量输出不稳定问题，使社区“软”服务有了可量化、可评价的“硬指标”。
四是借助了智慧手段。最核心的，是通过挖掘社区老年人等人群的生活、就医需求，清洗出相应数据资源，并将其资本化。具体讲，“三五七”模式依托大数据与人工智能技术，对人群生活习惯、服务需求进行深入分析，发现消费场景，指导线下服务商、服务站点针对性布局产品和服务，迄今已对接了血压计、血糖仪、餐桌餐具、床具等19种智慧附件。从运作流程看，已基本贯通“前台线上一键接单—中台服务智能派单—后台分析数据指导运营”智慧养老服务产业链，为实现居家即可养老、社区即可养老，打造“一刻钟”养老服务圈奠定了坚实基础。
五是融入了文化传承。“三五七”模式用“孝”这一中华文化的普遍认同，构建了文明和谐、积极向上的企业价值体系，进一步强化了品牌效应，既有利于增强职工认同感、提升企业凝聚力，也有利于带动全社会积极承担社会责任，大力传承孝德行为，让“尊老、爱老、敬老”蔚然成风。当然，从企业发展角度看，也有助于在共同的认知上，消除地域隔阂，实现各项任务加快推进。截至目前，已组建爱心助老服务队73支、志愿者2300余人，开展服务超过30万小时，帮助弱势老人2000余位，收到爱心款物120余万元。
二、“三五七”模式的规律性认识
深层次看，“三五七”模式之所以成功，就在于比较好地把握了中国式现代化落地基层社区的内在规律，并结合传承弘扬中国优秀传统文化，正确处理了各方面的辩证关系。
一是正确把握政府、社区与企业的关系。重构政府、社区与企业之间协商、合作、互动、共赢的关系，形成共建共治共享的社会治理新格局。政府是“三五七”模式的引导者，负责把握总基调，发挥政策扶持、宣传推广等作用。社区是“三五七”模式的落脚点，是社会治理的微观载体，承载着人民群众对美好生活的期盼和梦想。企业是直接参与者、投资者和运营者，是市场经济活动的主体。
二是正确把握投资方、技术方与运维方的关系。确保“三五七”模式良好运转，投资、技术与运维缺一不可。投资方可以是政府、社会组织、企业或者个人，但要保证投入的稳定性。百度公司作为人工智能巨头之一，是项目的主要技术提供方，同时，也要吸纳更多的优秀信息化企业参与共建。山东孝之源公司深耕养老服务产业多年，具有良好的发展基础、资源储备和市场口碑，是项目的直接运维方。要深化三方合作机制，比如成立新的运营公司，按比例入股，推动“三五七”模式可持续推进。
三是正确把握智慧社区、智慧家庭与智慧养老的关系。智慧社区、智慧家庭、智慧养老三者是内在统一的，其中，智慧社区是平台、智慧家庭是基础，智慧养老是其中的一项重要服务。一方面，通过智慧化手段，可以把社区、家庭、老人连接起来，让老年人不出社区就能颐养天年。另一方面，通过智慧社区平台，可以实现“AI+互联网+N”多种功能，目前，人工智能终端“孝百通”，已经开发出“我、信、服、医、食、购”六大板块，拓展到社区公告、医疗保健、家政维修、母婴护理、文体娱乐、在线课堂、社区团购等18大类177项服务，实现了行政型治理向服务型治理的转变。
四是正确把握为全社区服务与为老年人服务的关系。在多数老年人“养老不离家”的愿望下，社区将成为未来“中国式养老”的重要场景，为老年人服务将成为检验社区服务质效的最关键一环。建立以社区为依托、企业微利参与的居家养老模式，可以有效减轻家庭负担，提高老人生活质量，分担政府日益繁重的任务，为社区居民提供更专业、更智能、更精细的服务，让幸福养老在“家门口”落地，这是我国构建现代化养老服务体系的必然选择。
五是正确把握社区现代化与城市现代化的关系。社区现代化是城市现代化一体相连、不可分割的有机组成部分，既是城市现代化的底层基础，也是城市现代化的末端呈现。推动实现新时代城市治理现代化，必须把以人民为中心贯穿到治理全过程之中，出台政策为社区减负增能，把更多资源下沉到社区来，充实工作力量，加强信息化建设，提高应急反应能力和管理服务水平，夯实城市治理基层基础。
三、对深化“三五七”模式的几点建议
（一）加强制度设计。一是理顺体制机制。健全党委领导、政府主导、部门负责、社会参与的推进机制，健全发改、民政部门牵头，科技、住建、农业农村、卫健委等相关部门参与的工作联动机制，细化工作任务，明确责任主体，加强督导检查，推动工作落实。二是科学制定规划。找准社区服务业发展的切入点和着力点，高标准、高水平编制社区服务产业专项规划和建设方案，合理布局社区服务业集聚区和特色产业基地。三是完善扶持政策。从资金、土地、管理、技术等各个层面给予政策支持，鼓励社会各界力量共同参与，打造基于信息化、智能化管理与服务的共建共治共享社区治理新形态。
（二）支持探索创新。一是尊重首创精神。鼓励引导各地从实际情况出发，统筹规划辖区内社区、村居养老服务、公共服务、文化服务、医疗服务等资源设施，建立标准统一、高效便捷的社区服务体系。二是积极试点创新。坚持“典型引路、试点先行、以点带面、逐步推开”的工作思路，打造一批社区服务先进典型，支持条件成熟的机构规模化、连锁化发展，设立智慧社区服务技术研发部门，支持企业建立服务标准体系。三是强化秩序监管。完善社区服务领域社会信用体系建设，严格执行社区服务设施建设、等级评定、从业人员技能评价等国家标准，实行服务质量评价结果与相关补贴、评先、奖励政策挂钩。
（三）优化发展环境。一是强化人才支撑。健全社区服务人才培养培训、职级晋升、稳岗扩容等政策措施，引导用人单位完善职业技能等级与薪酬待遇挂钩机制。鼓励高校设置社区服务相关专业，建立校企合作订单培养模式，提升行业服务、管理、运营水平。二是推进医养融合发展。引导条件成熟的敬老院、卫生院融合发展，“两院一体”运行。支持养老机构与正规医疗卫生机构积极对接，强化老年人健康管理和常见病预防等基本公共卫生服务，提供上门巡诊、家庭病床等居家医养选择。对养老企业设置的医疗机构，符合条件的按规定纳入基本医疗保险定点范围。三是弘扬敬老文化。加强宣传引导，增强社会对养老服务工作的理解和认同。探索开展社区邻里服务、低龄健康老年人与高龄老年人结对关爱等互助性、代际性养老服务，推行居家养老“时间银行”做法，构建志愿互助服务激励、保障机制。
翻译：
Community is the basic unit of grass-roots governance, and it is also the first line of Chinese-style modernization. In recent years, Zibo City of Shandong Province takes community elderly care service as the starting point, adheres to the trinity of smart community, smart family and smart elderly care, and follows five paths to carry forward the culture of filial piety, empower artificial intelligence, integrate online and offline development, serve home-based elderly care, and position itself as a national chain. To realize the seven-step community of party building guidance, elderly dining hall, medical care, sports and entertainment, elderly care facilities, volunteer service, and smart home care, explore and form a distinctive “three-five-seven” model. And carry out beneficial exploration of Chinese-style modern community (village residence), family, and elderly care.
First, the characteristics and advantages of the “357” model
The biggest obstacle of the Chinese-style modern landing community is the weakening of administrative constraints and the strong mobility of personnel and the high degree of alienation. In response to these problems, the “357” model, through restructuring and identity cohesion, makes the community a modern acquaintance society based on the excellent traditional Chinese culture of mutual help, respect for the old and care for the young, knowledge of etiquette and morality, and residents’ autonomy. The model has thus gained strong vitality. And the current business scope has expanded to Beijing, Tianjin and other places. And 24 service centers and community canteens have been built and operated nationwide, serving more than 100,000 people.
First, various forces have been mobilized.
The biggest advantage of the “357” model is that it always insists on the leadership of the party organization, gives full play to the role of the town (street) party (labor) committee and the grass-roots party organization as the fighting fortress and the vanguard role of the old party members, deeply integrates social resources such as volunteers, volunteer teams and enterprises, and forms a promotion mechanism of Party committee leadership, government leadership, department responsibility and social participation. It explores a new way to integrate the power of community service.
Second, the law of the market has been respected.
The “three-five-seven” model puts the profit point of the enterprise in the whole process of the construction and operation and maintenance of the smart community. On the one hand, it can actively strive for the two categories of policies of smart communities and smart elderly care at all levels. And bid for smart community construction projects across the country to realize the construction of smart communities to feed community elderly care service projects. On the other hand, by building a platform, it provides a good entry point for more enterprises, products and services to enter the field of elderly care.
At present, 119,000 pieces of various types of information for the elderly have been included, 13 big data modules have been constructed. And more than 13,000 various types of elderly care service providers have been linked, providing a feasible solution to solve the problem of making profits in the community service industry.
Third, service standardization has been achieved.
The first is the management level, the implementation of unified management, unified logo, unified strategy, unified accounting of the national service sites, the development of 77 enterprise standards, 106 industry standards, to solve the problem of large-scale replication of community service enterprises. The second is the product level, through cooperation with communications, electronics and other leading enterprises, the development of iterative intelligent products, can provide elderly care, domestic service, agency purchase, health care and other more than 170 standardized services. The third is the personnel level, the training outline is formulated by position, to ensure that each employee has health, skills and other “six certificates”. And regularly carry out service quality star rating, standardized procedures to solve the problem of unstable service quality output. So that the community “soft” service has a quantifiable, evaluable “hard indicator”.
Fourth, with the help of wisdom.
The most core is to clean out the corresponding data resources and capitalize them by mining the life and medical needs of the elderly and other groups in the community. Specifically, the “three-fifty-seven” model relies on big data and artificial intelligence technology to conduct an in-depth analysis of people’s living habits and service needs, find consumption scenarios, guide offline service providers and service sites to target the layout of products and services. Hnd has so far docking 19 kinds of smart accessories such as blood pressure monitors, blood glucose meters, dining tables, and beds.
From the perspective of the operation process, it has basically broken through the intelligent elderly care service industry chain of “one-click online order at the front desk – intelligent service delivery at the center – background data analysis guide operation”, which has laid a solid foundation for realizing the elderly at home and the community, and creating a “quarter of an hour” elderly care service circle.
Fifth, it integrates into cultural inheritance.
“Three fifty-seven” model with “filial piety” the general recognition of Chinese culture. The construction of a civilized and harmonious, positive corporate value system. Further strengthening the brand effect, is conducive to enhancing the sense of employee identity, enhance corporate cohesion. But also conducive to the whole society to actively assume social responsibility, vigorously inherit the behavior of filial piety, respect for the old “, become a trend. Of course, from the perspective of enterprise development, it also helps to eliminate regional barriers in common cognition and accelerate the implementation of various tasks. Up to now, 73 caring service teams and more than 2,300 volunteers have been set up, providing more than 300,000 hours of service, helping more than 2,000 vulnerable elderly people, and receiving more than 1.2 million yuan of love money and goods.
Second, the regularity of the “three-five-seven” pattern
At a deep level, the success of the “357” model lies in a better grasp of the inherent law of Chinese-style modernization in grass-roots communities. And in combination with the inheritance and promotion of China’s excellent traditional culture, the correct handling of all aspects of the dialectical relationship.
First, correctly grasp the relationship between government, community and enterprise.
Rebuild the relationship of consultation, cooperation, interaction and win-win between the government, communities and enterprises. And form a new pattern of social governance featuring joint construction, co-governance and shared benefits. The government is the leader of the “357” model, responsible for grasping the general tone, playing a role in policy support, publicity and promotion. Community is the foothold of the “357” model, is the micro carrier of social governance, carrying the people’s expectations and dreams for a better life. Enterprises are direct participants, investors and operators, and are the main body of market economic activities.
The second is to correctly grasp the relationship between investors, technology and operation and maintenance.
To ensure the good operation of the “357” model, investment, technology and operation and maintenance are indispensable. Investors can be the government, social organizations, enterprises or individuals, but to ensure the stability of the input. Baidu, as one of the giants of artificial intelligence, is the main technology provider of the project. And at the same time, it is necessary to attract more excellent information enterprises to participate in the joint construction. Shandong Xiaozhiyuan Company has been deeply engaged in the old-age service industry for many years, has a good foundation for development, resource reserves and market reputation. And is the direct operation and maintenance side of the project. It is necessary to deepen the tripartite cooperation mechanism, such as the establishment of new operating companies, proportional shares. And promote the sustainable development of the “357” model.
The third is to correctly grasp the relationship between smart community, smart family and smart elderly care.
Smart community, smart family and smart pension are inherently unified. Among which, smart community is the platform, smart family is the foundation. And smart pension is one of the important services. On the one hand, through intelligent means, the community, the family, the elderly can be connected, so that the elderly can live in the community. On the other hand, through the smart community platform, multiple functions of “AI+ Internet +N” can be realized. At present, the artificial intelligence terminal “Xiao Baitong” has developed six sections of “I, letter, service, medicine, food, and purchase”. And has expanded to 177 services in 18 categories such as community announcement, medical care, domestic maintenance, maternal and child care, sports and entertainment, online class, and community group purchase. The transformation from administrative governance to service governance has been realized.
The fourth is to correctly grasp the relationship between serving the whole community and serving the elderly.
Under the desire of most elderly people to “stay home for the aged”. The community will become an important scene of the future “Chinese style aged care”. And serving the elderly will become the most critical part of testing the quality and effectiveness of community services. The establishment of a home care model based on the community and involving enterprises with small profits can effectively reduce the burden on the family, improve the quality of life of the elderly, share the increasingly heavy tasks of the government, provide more professional, more intelligent and more sophisticated services for community residents. And let the happy pension land at the “door”, which is the inevitable choice for China to build a modern pension service system.
Fifth, correctly grasp the relationship between community modernization and urban modernization.
Community modernization is an integral and inseparable part of urban modernization. Which is not only the base of urban modernization, but also the end of urban modernization. To promote the modernization of urban governance in the new era. We must put people at the center of the governance process. Introduce policies to reduce the burden and increase the capacity of communities, channel more resources to communities, enrich work forces, strengthen information construction, improve emergency response capabilities and management services. And consolidate the grassroots foundation of urban governance.
Third, some suggestions on deepening the “357” model
Strengthening institutional design.
First, straighten out institutional mechanisms. Improve the promotion mechanism of Party committee leadership, government leadership, department responsibility. And social participation, improve the work linkage mechanism of development and reform, civil affairs departments taking the lead, science and technology, housing, agriculture and rural affairs, health and health commissions and other relevant departments participating, refine work tasks, clarify the main body of responsibility, strengthen supervision and inspection, and promote the implementation of work.
Second, we need to formulate plans scientifically. Identify the entry point and focus of the development of community service industry. Formulate special planning and construction plans for community service industry with high standards and high levels. And rationally distribute community service industry clusters and characteristic industrial bases.
Third, we will improve supporting policies. We will provide policy support from various levels such as capital, land, management, and technology. And encourage the participation of all sectors of society to create a new form of community governance based on information and intelligent management and services.
Supporting exploration and innovation.
First, respect for initiative. We will encourage and guide local governments to make overall plans for community, village elderly care services, public services, cultural services, medical services and other resources and facilities within their jurisdiction based on their actual conditions. And establish a standard, efficient and convenient community service system.
Second, we will actively experiment and make innovations. Adhere to the work idea of “typical leading, pilot first, with points and areas, and gradually push forward”. Create a number of advanced community service examples. Support the large-scale and chain development of mature institutions. Set up smart community service technology research and development departments. And support enterprises to establish a service standard system.
Third, we will strengthen oversight of order. We will improve the construction of the social credit system in the field of community services, strictly implement national standards for the construction of community service facilities, grade evaluation, and skill evaluation of employees. And link the results of service quality evaluation with relevant subsidy, evaluation, and reward policies.
Improving the environment for development .
First, we will strengthen support for human resources. We will improve policies and measures for training, promotion, stable posts and expansion of community service personnel. And guide employers to improve the mechanism linking vocational skill levels with salary treatment. Colleges and universities are encouraged to set up community service-related majors. Establish school-enterprise cooperation order training models, and improve the level of industry service, management, and operation.
Second, we will promote the integrated development of medical and nursing care. We will guide the integrated development of nursing homes and health centers with mature conditions and run them as one. We will support elderly care institutions in actively connecting with regular medical and health institutions. Strengthen basic public health services such as health management for the elderly and prevention of common diseases. And provide home medical care options such as home visits and family beds. Medical institutions set up by elderly care enterprises shall be included in the designated scope of basic medical insurance according to regulations.
Third, promote the culture of respecting the elderly. Strengthen publicity and guidance, and enhance the understanding and recognition of the elderly care service work in society. We will explore mutual assistance and intergenerational elderly care services. Such as community and neighborhood services, pairing care between young healthy elderly people and elderly people. And promote the practice of “time banking” for home-based elderly care. And build an incentive and guarantee mechanism for voluntary mutual assistance services.
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