随着企业数字化的升级，阿里巴巴在数字行政领域也在持续不断地投入建设。无论是空间还是服务，数字化升级为企业行政管理打开了全新的模式，提供了最强有力的决策依据。
技术的飞跃式发展，行业的巨大变革，都在昭示，我们已经来到了一个数字化新时代。而这个时代的基建，是数字化新基建。
走在前沿的互联网公司强势切入这一赋能企业的方式，行政数字化探索亦是其中重要的部分。那么，如何用数字化新基建支持行政为企业提效，创造以人为本的办公环境？
一、阿里行政数字化的底层策略是？
伴随传感器、各种控制系统等科技产品而来的，是各种数据的产生。
我们其实已经拥有了大量的数据，但如何使用它，让这些数据和人之间产生关联，是行政数字化的核心难题。
“我们最终希望实现几个目标，第一是能够按需个性化服务取代我们现在的响应。第二是基于数据预测运营策略取代当前比较常见的经验主义的做法。还有一个是我们通过运营的关键要素的可视化呈现来作为辅助决策。”
为了实现这些目标，阿里的策略从三个方面着手解决：
“ 第一是做底层数据贯通，这是阿里做所有事情的基础。我们有建筑的数据、机电设备的数据、环境的数据等，这些数据传统来说都是分离的。统一在一起，并根据这些大数据的范畴去看如何做更好的服务，这是阿里做底层构建的大同。
第二是横向的业务数据的贯通，阿里还会考虑所有基础数据之外还有一些业务属性的数据应该怎样去做，如何进行协同和融合。
第三是进行服务标准化。用标准化思维构建产品和技术体系，包括标准数据集成、业务数字化、通用服务支持，还有融合数据决策，以及会议、资产管理、智能服务、访客管理等各种应用，让业务不断沉淀进而统一服务标准、交付标准，到最后输出标准 ”
二、阿里有哪些智慧空间产品？
在高效、活力的设计指导原则下的阿里行政数字化解决方案中，近两年来对空间进行了很多改变，诞生了很多空间系产品：
1、工位管理：业务不同，BD、研发、产品以及技术同学对于工位的需求和使用时长都有差异，阿里配置固定、共享、灵动多种类型工位，基于不同策略，通过一个全线上化的产品来实现整个工位的分配和管理，并能够让每个人实时看到当前工位使用状况是怎样。
2、会议空间管理：会议空间管理向来是个难点，阿里的解决方法是通过配置各种不同类型的会议空间，既有线上可预订会议室还设有驿亭、驿角、驿轩可灵活匹配需求，并且通过数字化，实现会议室的智能管理，提高会议室的使用效率，提升使用体验。
3、空间信息导视：清晰的空间导视既可以实时观看工位、会议室等状态，也可以直接预订会议室，查看其它楼层的会议室，并进行一键指引，达到高效省时的目的。
4、智能舒适的环境调节：数字化帮助阿里实现了按需调优的环境健康管理，可依据天气预报、人流分布预测、环境参数，分时动态调整新风系统和空调系统的各通风口开启状态，以及照明系统的启动，从而兼顾同学的诉求以及管理者节能的诉求。
除此之外，阿里还通过可视化的方式，进一步对全球办公空间规划进行管理。
三、阿里有哪些智慧服务产品？
阿里认为，好的服务体验，是去建立人、物、场之间的关系，基于这种关系之上，去提供情景化、个性化的服务。譬如通过数字化了解当前这个时间点同学的服务需求，对应推荐一些服务。
通过探索阿里已经有了很多实践成果：
1、园区服务：设计了非常多的服务模块，包括控灯、控温、报销、物品与资产领用等。模块化后，基于统一的触点管理平台和人机交互，最终实现统一的品牌输出，用智能客服、内外小蜜、行政服务APP、智能终端大屏等多触点的渠道支持，实现整体按需服务。
2、访客接待服务：阿里将访客嘉宾接待无缝转化为线上模式。从发起邀约开始，所有行为和数据都直接进入到系统中，然后可以把相应任务分发到人，将真正需要的相关信息和通知自动化推到相应位置，节省了低效的口口相传或是电话这种方式。
3、新人入职服务：通过合理流程的设计，配备相应的引导，阿里新人入职可以实现真正的无人指引。
4、精准服务触达：基于数字化，阿里实现了给员工主动推送个性化的服务信息。
5、云前台：阿里通过自研智能机器，实现了线下各种服务的输出，包括报销、园区查询，一键保障，一键求救，一键呼叫客服，并且这样的服务可随着产品能力扩展不断叠加。同时还可以根据不同的园区诉求，不同办公场景的需求进行定制化服务。既高效提供服务，也大幅度减少了前台人员的编制。
企业从封闭系统发展到开放协同，未来或将是广泛应用AI的智能生态系统。
“阿里正处于从协作系统向智能环境转变的过程中，在这样一个阶段，我们不断致力于把割裂的系统统一化，数据之间应用统一化，在这个基础上结合更多的技术手段来实现更好的一个服务。”
我们看到了未来的趋势，数字化技术将成为实现更好服务的一个重要手段，对于行政人来说，更急切的是看懂它，然后学会用它来为企业服务。
翻译：
With the upgrade of enterprise digitization, Alibaba in the field of digital administration is also continuing to invest in construction. Whether it is space or service, digital upgrade opens a new model for enterprise administration and provides the most powerful decision-making basis.
At the 2020WORK&WOW Office Experience Festival, Huang Heqing, a senior product expert from Alibaba’s Enterprise Intelligence Division, revealed Alibaba’s administrative digital solutions.
The rapid development of technology and the great changes in the industry all indicate that we have come to a new digital age. And the infrastructure of this era is the new digital infrastructure.
Leading Internet companies have entered into this way of enabling enterprises, and the exploration of administrative digitization is also an important part. So, how can the new digital infrastructure support the administration to improve business performance and create a human-centered office environment?
At the 2020WORK&WOW Office Experience Festival, we saw Alibaba senior product expert Huang Heqing share Alibaba’s administrative digital solution for us.
What is the underlying strategy of Ali’s administrative digitization?
With sensors, various control systems and other scientific and technological products, is the generation of a variety of data.
In fact, we already have a lot of data, but how to use it, to make these data and human relations, is the core problem of administrative digitization.
“We ultimately want to achieve several goals, the first being being able to replace our current response with on-demand personalization. The second is to replace the current common empirical approach with data-based predictive operational strategy. Another is the visualization of key elements of our operations as an aid to decision-making.”
To achieve these goals, Ali’s strategy addresses three areas:
“The first is to do the underlying data penetration, which is the foundation of everything that Ali does. We have data on buildings, we have data on mechanical and electrical equipment. We have data on the environment, and so on, which are traditionally separated. Unified together, and according to the scope of these big data to see how to do better service. This is Ali to do the underlying construction of Datong.
The second is horizontal business data penetration, Ali will also consider all the basic data and some business attributes of the data should be how to do. How to carry out collaboration and integration.
The third is to standardize services. Build product and technology system with standardized thinking, including standard data integration, business digitization, universal service support, data fusion decision, conference, asset management, intelligent service, visitor management and other applications. So that the business will continue to precipitate and then unify service standards, delivery standards, and finally output standards.”
What smart space products does Ali have?
Under the guiding principle of efficient and dynamic design, Ali Administration digital solution has made a lot of changes to the space in the past two years and produced a lot of space products:
1. station management: different business, BD, R & D, product and technology students for station demand and use time are different, Ali configuration fixed, sharing, flexible types of station, based on different strategies. Through a full-line product to achieve the distribution and management of the entire station. And can let everyone real-time see the current station use situation is how.
2. Meeting space management: Meeting space management has always been a difficult problem. Ali’s solution is to configure different types of meeting Spaces.
3. Spatial information navigation:. Clear spatial navigation can not only watch the status of work stations and meeting rooms in real time. But also book meeting rooms directly, view meeting rooms on other floors, and carry out one-click guidance to achieve the purpose of efficiency and time saving.
4. Intelligent and comfortable environmental regulation: Digitalization helps Ali realize on-demand environmental health management. It can dynamically adjust the opening state of each vent of the fresh air system and air conditioning system. As well as the start-up of the lighting system by time sharing according to weather forecast, human flow distribution forecast and environmental parameters. So as to take into account the demands of students and the demands of managers for energy saving.
In addition, Alibaba further manages the global office space planning through visualization.
What intelligent service products does Ali have?
Ali believes that good service experience is to establish the relationship between people, things and fields. And to provide situational and personalized services based on this relationship. For example, through the digital understanding of the current point of time students’ service needs, corresponding to the recommendation of some services.
Ali has achieved many practical results through exploration:
- Park services: Designed a lot of service modules, including lamp control, temperature control, reimbursement, goods and assets utilization, etc. After modularization, based on the unified contact management platform and human-computer interaction. The final realization of unified brand output, with intelligent customer service, internal and external honey, administrative service APP, intelligent terminal large screen and other multi-touch channel support, to achieve the overall on-demand service.
- Visitor reception service: Ali seamlessly transforms the reception of visitors and guests into online mode. From the initiation of the invitation, all behaviors and data are directly entered into the system, and then the corresponding tasks can be distributed to people, and the really needed relevant information and notification can be automatically pushed to the corresponding location, saving the inefficient way of word of mouth or telephone.
- New entry service: Through reasonable process design and corresponding guidance, new entry of Ali can realize true unguided.
- Accurate service reach: Based on digitalization, Ali has realized the initiative to push personalized service information to employees.
- Cloud Front Desk: Through self-developed intelligent machines, Ali has realized the output of various offline services. Including reimbursement, park inquiry, one-button guarantee, one-button SOS, and one-button customer service. Such services can be continuously superposition with the expansion of product capabilities. At the same time, customized services can be provided according to the demands of different parks and different office scenarios. Not only provide efficient services, but also greatly reduce the establishment of front desk personnel.
The development of enterprises from closed system to open collaboration, the future may be a wide application of AI intelligent ecosystem.
“Alibaba is in the process of transforming from a collaborative system to a smart environment. At this stage, we are constantly working to unify the fragmented systems and applications between data. And on this basis, combine more technical means to achieve a better service.”
As we see the trend in the future, digital technology will become an important means to achieve better service. And it is more urgent for executives to understand it and learn how to use it to serve the enterprise.
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