Didi’s 336-day offensive and defensive battle, spending 2 billion this year to fight against safety, what happened to Didi?

For more than 336 days, there is still no timetable for the launch of Didi Hitchhiking. Although in order to make ride-hailing safer, more real, and smoother, the Didi ride-hailing team has iterated on 12 product versions and optimized 226 functions. The added security measures may make Didi ride-hailing even better in terms of user experience. Become "the most difficult to use ride-hailing product".

Didi’s core executives even discussed, “Why don’t we do the ride-hailing business?” The importance of ride-hailing has been measured many times within Didi. Didi President Liu Qing After some calculation, "Hitch's daily orders are 2 million to 3 million orders, while the daily orders of Didi Chuxing are 20 million to 30 million orders. Should Didi risk zero for these 5 to 10 orders?" Risks? ”

In fact, as a non-profit shared travel mode, ride-hailing is also regarded as a business with huge social responsibility within Didi. Liu Qing feels that this is not just a matter of whether the ride is safe, but whether the entire trip can be safer. While iteratively optimizing ride-hailing products, Didi also continues to launch a number of safety rectification measures in its online ride-hailing business.

Even if the safety measures are 100%, it does not mean that travel is absolutely safe. Didi wanted to give it a try on this untraveled road. Cheng Wei recruited Hou Jinglei, who has been deeply involved in the field of production safety, as the chief travel safety officer, and set the goal of taking the lead in forming a complete safety management system within the online ride-hailing company, and then copied it to the Pratt & Whitney Travel and Service Business Group , car owner service company and ride-hailing business.

"Safety", "Compliance" and "Rectification" are still Didi's themes. More details are quietly lurking in every commonplace corner.

In the Didi headquarters building, there are slogans and videos everywhere. Even the door panel inside the restroom has the words "wholeheartedly, all

in safety". On the first floor of Didi's New Chenghai Building, where the online ride-hailing company has its offices, among Didi's major events in 2019, the most mentioned keyword on the cultural wall is - safety. When they are busiest, employees hold discussions in closed conference rooms like a war and come up with plans at any time. The administrative department thoughtfully orders meals and delivers them to the conference room. Some people work overtime until four or five in the morning and come back to work on time at 10 am.

They tried to build a safe fortress for Didi, heavily defended and ready. Everyone is running desperately, even if the end is far from sight.

01

How to prove that a police officer is a police officer?

A Didi executive said that the biggest characteristic of Internet companies is speed, and speed is unbreakable. However, this speed makes it easy to ignore hidden crises. In the past few years, Didi has indeed moved too fast. Now it needs to build processes and establish a security system. This is very difficult for Didi. "Internet companies naturally lack experience in security."

To implement a safety management system with fixed positions and fixed responsibilities in Internet companies that advocate flat management, all attempts are to cross the river by feeling for the stones, but the starting point of all rectifications is the two free ride incidents last year. Review and reflection.

The customer service team, which was criticized by the outside world in the Yueqing hitchhiking incident, was the first to make changes. In September 2018, Didi Security Response Center became independent from the original Customer Service Department and became an entity connecting the Customer Service Department and the Security Disposal Department. All police-related complaints are handled by the Security Response Center or transferred to the Security Disposal Department.

Picture/Visual China

Li Haiyang, who joined the Major Complaints Team of the Security Response Center in September last year, has witnessed the changes in this team. "After the ride-hailing incident, there was a sudden increase in police-related complaints from users. In order to handle these surges in complaints, more people had to be added. However, as the number of complaints decreased, employees were slowly transferred to other departments."

Users seem to be able to sense changes in Didi. Wang Ke, a senior user, once tried to click on the “one-click alarm” button in the Didi APP. She thought the button was connected to the police. But after clicking on it, I found that Didi was only playing the function of calling the police on behalf of passengers.

She expressed her confusion in a comment on Didi Chuxing’s official Weibo, “Why don’t you just talk to the police directly when calling the police with one click?”

On September 4, 2018, Didi transferred passengers to the original “ The "Emergency Help" function has been upgraded to "One-click Alarm". Once danger or emergency occurs, passengers only need to click the "One-click Alarm" button on the APP interface to contact the police. But the so-called contacting the police means that the caller still needs to dial 110 before asking the police for help, and Didi will send the caller's real-time location, vehicle information, etc. to the set emergency contact person.

This is very different from Wang Ke’s idea, “If the one-click alarm does not directly contact the police, then why is it called one-click alarm?”

Mu Linsen, Didi’s head of security products He told AI Finance and Economics that the number of passengers who clicked "one-click alarm" with the attitude of giving it a try reached the peak in September and October last year. "People over 95 actually do not have this need."

With this data situation, he is alert that the "one-click alarm" function must be optimized and upgraded. "If tentative and malicious alarm behaviors are not reduced, it will only cause delays to those who really need the police's help."

At the internal communication review meeting of Didi’s security team, someone asked whether the “one-click alarm” could be replaced with a “110 alarm” with clearer information. "In this way, everyone will know that using this function is actually equivalent to calling 110, which can intercept a group of people who are not really in need." In the end, the plan was passed, and the subsequent data feedback was also greatly improved.

“Safety is a matter of life, every detail is important, and you must be sensitive to every detail.” Mullinson told AI Finance and Economics.

In addition to changing the button name will be discussed, bigger problems will also become the topic of discussion. An employee asked at an internal communication meeting, "Is there really no way for us to connect to the police system after clicking on it?"

The answer is no. Public security insiders have previously told the media that the public security network and the external network are physically isolated. If Didi wants to communicate with each other, the county or municipal public security agency can only set up a dedicated line to the Didi database, and the public security agency will be responsible. However, This means that the state is responsible for the safe operation and maintenance of Didi, which is self-evidently difficult.

Even so, Li Haiyang's team still set up a separate group of 40 people. All calls from people claiming to be police will be answered by this group.

A person who claimed to be a police officer called Didi’s customer service number and said that he had received a police report from a passenger and that his valuables were lost in Didi’s car. He could not contact the driver now and asked Didi to provide the driver’s contact information. . Passengers lost items, had quarrels with drivers due to detours... More than 90 police-related calls were made of this type of complaint.

The biggest problem faced by the 40-member team every day is how to prove that someone claiming to be a police officer is a police officer. "Nearly half of the incoming calls every day say that they are police officers, and we must verify them one by one."

How to verify? The final plan discussed internally by Didi was to send the informant a link to upload a photo, take a photo of the police officer ID and upload the photo. However, in actual implementation, it often runs into obstacles.

Yang Jiacheng, the head of the security handling team, revealed this set of data to AI Finance and Economics: There are more than 5,000 verification work orders on the Didi platform every month, but there are only 27 work orders. The police Be willing to identify yourself to the police. After receiving the verification SMS, only 78 police staff uploaded their relevant documents and obtained relevant information.

“Although the online verification method speeds up the efficiency of police investigation, upon closer inspection, there is actually no clear legal requirement to ensure that it is in compliance with regulations.” While wanting to verify, there are concerns at the same time. But the passengers couldn't wait. "The passengers called the platform to ask, why didn't they give the driver's contact information? Are they covering up the driver?"

The online verification method still cannot satisfy everyone. But Li Haiyang knew that this solution was already the best solution after taking into account privacy protection and quick response. Currently, there is no better solution.