高价电动类辅助器具服务模式探索:以电动载人爬楼机为例

Service Mode of High-Price Electric Assistive Device:Example of Electric Manned Climbing Machine

目的分析电动载人爬楼机的服务模式,为开展高价电动类辅助器具服务提供借鉴。方法 2013年3月至4月、2014年12月至2015年1月,通过对33名利益相关者的定性访谈,收集2012年~2014年服务实施政策及服务利用信息,描述服务模式探索过程及服务要素,利用七何分析法对三种服务模式疏理服务要素,从资源、管理、服务、保障进行利弊分析。结果爬楼机服务先后探索了补贴性适配、居委会志愿服务和政府购买服务三种服务模式,基本服务环节包括提出需求、受理审核、提供服务、服务评价,在不断总结和调整中,逐步扩大服务受益人群,提升服务能力。结论服务模式没有最优,在满足相应的前提条件下,都具可行性。

Objective To analyze the service mode of electric manned climbing machine,to develop services of high-price electric assistive device(AD).Methods March to April,2013,and December,2014to January,2015,33stakeholders were interviewed about the service policy,utilization,the history of service modes and service elements of electric manned climbing machine2012to2014.5W2H method was used to analyze the modes of service in term of resource,management,service,assurance,to study their pros and cons.Results There were three modes of service in climbing machine:subsidy adaptation,volunteer service from community and government purchasing service.The basic service included receiving demand,audit,service and evaluation,that is being adjusted to improve the service capabilities.Conclusion No service mode is the most optimal,but feasible.