On the occasion of the first anniversary of the name change of Onewo, Zhu Baoquan, CEO of the company, sent a letter to all the staff. In the letter, he not only described the "business born in compliance with customer needs", but also proposed the "responsibility born with The Times", and launched the company ESG —"Onewo Common Development Plan".

Dear Colleagues,

This time last year, the company changed its name to Onewo. Before the name change, the "property company" had two changes: first, the Wuhan Digital Operation Center was completed, and the original mode of "on-site operation + quality inspection" gradually changed to the mode of "combination of near and far + intelligent operation"; Second, we used to say "winning the bid for Tencent Binhai Building", but now we says "Tencent is one of the top five B-end customers in our service scale, and we will serve Tencent in more aspects due to demand in the future". In the past, we used to say that "Vanke Service+ Cushman & Wakefield Vanke Service+ City Up", or "Space + Tech + Grow" three major sectors, but after a year of practice, The business of Onewo can be summarized as follows:

1.     We serve the consumption of urban residents based on "living", including Service, house renovation and renewal, good living environment, rental and sale services, etc. We should make great achievements in the field of "living". Clothing is represented by Taobao, food is Meituan, and travel is Didi. However, the trading business represented by BEKE is only a part of the huge field of "living".

2.     We undertake government and enterprise service management outsourcing based on creating a pleasant environment, including the government's sanitation and greening, water and environmental protection and enterprises' real estate services, administrative services, energy management, etc. In the massive service outsourcing market, there is a special lack of "butlers" like us. From the international market, only enterprise service outsourcing has emerged several top 500 companies.

3.     We build a cloud platform based on the improvement of spatial service efficiency. Equipment online, online tasks and online personnel not only change the operation process, but also do better risk prevention through preventive analysis. Over the past 20 years, the Internet has revolutionised simple processes such as information and logistics. Our process is more complex, the road to industrial Internet is more difficult.

To this end, we have put forward a new mission, "Reinventing space efficiency and making service more sustainable".

The above part is the business of complying with customer needs.

The following part is the responsibility of the Times, and I would like to think about it with all my colleagues:

1. How do front-line service providers grow when their positions are replaced by AI?

Today, AI (artificial intelligence) can do many things, such as entrance and exit management, health inspection, billing and accounting. In the future, machines will get smarter and smarter. As well as industries with complex but clear bodies of knowledge being replaced by algorithms (such as lawyers), more and more simple, repetitive, boring and low-skilled tasks will be handed over to machines. And machines will do better than people, then customers will be happier — for example, when crossing the highway today, the best passage experience is the ETC automatic charge and release. But the liberated "cashier"?

There are nearly 200,000 front-line service providers on our platform. They are at the forefront of service, fighting typhoons, preventing rainstorms and epidemic prevention to help customers solve problems. More than half of them have only gone to high school or technical secondary school, and many of them have just got off the train with their suitcases in tow when they apply. How can we help people enrich their career skills, get ahead of being replaced by AI, and increase their income level?

The challenge comes not only from machines, but also from grassroots ecology. According to the interview records of first-line ex-employees in the first half of the year, 57% of them said that the reason for leaving was management problems of their superiors, most of which were security, customer service monitors and other first-line supervisors. There is always a tug of war between the "firework" grassroots ecology and the service culture that the modern enterprise adheres to: rough management, disrespect for people, uneven level of food, clothing, transportation and logistics, etc. What's more, people who are deformed after being "taught by their word" in some poor grassroots environment are likely not to go far in the company.

How to help people not only "stand" in the increasingly prosperous city, but also "rich  the brain", and better "run forward" in the future?

This is the responsibility of Onewo as a team.

2. How can abnormal death events be effectively controlled in the service space?

So far this year, nearly 350 unnatural deaths have been recorded in the company's emergency reporting system, with the highest proportion being suicides, mainly caused by cancer or depression among the elderly. Community is not just about elderly care, but also about enhancing interaction and avoiding loneliness. Second, there are sudden death from heart attacks and other causes, many of which could have been treated with CPR (cardiopulmonary resuscitation) +AED (automated external defibrillator). The most should not occur traffic accidents, construction electrocution, falling from the building and other deaths. The bigger you are, the more you should respect rules.

Today, more than 30 million people live and work in the community, business and enterprise Spaces served by Onewo - and this does not include 40 urban service projects such as Xiongan New Area, Shatou Street in Shenzhen, and Gulangyu Island in Xiamen. Reverence for life and effective investment in means of protection are worth it.

This is the responsibility of Onewo as a space service provider.

3. In “Clear waters and green mountains”, how to do a good job of building energy management and waste classification?

Air conditioning, lighting, elevators and water systems create barriers between buildings and nature, as well as exchange and emissions, accounting for about 20 percent of total carbon emissions. Based on the national "double carbon" goal, we help our customers to save energy and reduce consumption in over 1,000 commercial and office Spaces. By using technology to reduce energy consumption and save money, customers will see tangible benefits, and they will support carbon reduction with concrete actions.

Garbage sorting has been forced in many cities. Although the pace has been slowed down by the epidemic, the contradictions and conflicts caused by garbage sorting among community residents have only increased. The benefits of waste sorting go without saying, but there is still a long way to go to change people's habits and create overall awareness in our thousands of residential properties.

This is the responsibility of Onewo as a leader.

4.    As the years go by, how to solve the problem of community renewal? How to live with the surrounding community?

Buildings will also face the problem of "providing for the elderly". Since 2020, we have successively ushered in the 30th anniversary of the delivery of Tianjing Garden, the 30th anniversary of the delivery of Weideng Villa, and the 30th anniversary of the delivery of Shenzhen, Shanghai, Tianjin, Beijing, and Shenyang City gardens. The vertical running distance of the elevators we manage has exceeded 4,800 kilometers. The equipment and facilities are getting older, but the "pension" is obviously insufficient in the process of renewal. Elevator outage, facade falling off, pipe network leakage not only affect life but also may bring property and life risks.

The properties we serve are getting older, but they are commercial housing estates after all. In the face of the lack of professional property management around the old residential areas, urban villages, as a space service, What can Onewo do?

This is the responsibility of Onewo coexisting with the community.

Thinking about the four responsibilities is also the beginning of solving our problem. Onewo's ESG (Environment, Society, Governance)—"Onewo Common Development Plan " was officially launched. The program is led by knowledge department of Onewo and we look forward to the participation of all members. Based on the "restore space efficiency, enduring service" mission, "a line server multiple growth", "reducing service space abnormal casualties", "construction energy conservation and emissions reduction and community waste classification", "property update and symbiosis with surrounding communities" four issues, let us hand over our efforts and progress in the next few years successively.

The action has begun. We are working together.

Chief Executive Office Baoquan Zhu

November 1, 2021

值此万物云更名一周年之际，公司CEO朱保全致信全员，信中不仅就“遵从客户需求而生的事业”予以描述，更就“伴随时代而生的责任”发出倡议，同时启动公司ESG——“万物云共同发展计划”。

各位同事：

去年这个时候，公司更名为“万物云”。之于更名前的“物业公司”有两个转变：一是武汉数字运营中心落成，原来的“现场作业+品质检查”模式逐渐向“远近结合+智能运营”模式转变；其二就是，原来我们的语言体系说“中标腾讯滨海大厦这个项目”，如今说“腾讯作为我们服务规模前五的B端客户，未来我们还会因需求服务腾讯更多方面”。过去我们常说“万科物业+万物梁行+万物云城”聚齐三驾马车，或者说“空间+科技+成长”三大板块，而经过一年实践总结下来，万物云的事业可简述为：

1、我们服务于城市居民基于“住”的消费，包括物业、房屋修缮焕新、美居、租赁买卖等服务，我们应该在“衣食住行”中“住”的这个领域大有作为，衣有淘宝、食有美团、行有滴滴，而“住”这个领域之大，以贝壳为代表的交易业务仅仅是一个局部。

2、我们承接政府和企业基于营造宜人环境的服务管理外包，包括政府的环卫绿化、水务环保，包括企业的不动产服务、行政服务、能源管理等，在这个海量服务外包市场中，特别缺少我们这样的“管家”。而从国际市场看，仅企业服务外包已经跑出几家500强公司。

3、建设基于空间服务效率改善的云平台。设备在线、任务在线、人员在线，不仅仅改变作业流程，更能通过预防性分析做更好的风险防范。过去20年，互联网完成了简单作业流程的变革，如信息与物流。我们的流程更复杂，产业互联网之路更加艰巨。

为此我们也提出承前启后的新使命“重塑空间效率、服务历久弥新”。

以上部分是遵从客户需求而生的事业。

以下部分是伴随时代而生的责任，愿与全体同仁共同思考：

一、岗位被AI替代，一线服务者如何成长？

今天AI（人工智能）已经能干很多事情,比如出入口通行管理、卫生检查、收费算账等。在未来，机器会越来越聪明，除了知识体系复杂但清晰的行业会被算法替代（如律师），越来越多简单重复、枯燥乏味、低技能要求的事情都会被交给机器来做，而且机器做得会比人更好，客户也会更开心——比如今天过高速路，最好的通行体验就是ETC自动收费与放行。但由此解放出来的“收费员们”怎么办？

我们平台上的一线服务者近20万，他们奋斗在服务最前线，抗台风、阻暴雨、防疫情，为客户排忧解难。他们当中超过半数读书只念到高中或中专，很多人来公司应聘的时候，都是刚下火车、拖着行李箱来的。如何帮助大家丰富职业技能，可以跑在被AI替代的前面，并打开收入的天花板？

挑战除了来自机器，还有基层生态。根据上半年一线离职员工的回访记录，有57%的人表示离职原因为上级管理问题，多数为安全、客服班长和其他一线主管们。在充满“烟火气”的基层生态与这家现代企业坚守的服务文化之间，始终存在着“拉锯战”：粗暴管理，对人不尊重，衣食住行后勤保障水平不均等等。更关键的是，在一些差的基层生态里被“言传身教”后长歪了的人们，很有可能没法在公司里走得更远。

如何帮助大家在愈加繁华的城市中不仅“站住脚”，还能“武装脑”，未来更好地“向前跑”。

这是万物云作为一个团队的责任。

二、服务空间里，非正常死亡事件如何被有效控制？

今年以来，在公司的突发报事系统里记录的非正常死亡事件数量已近350起，其中占比最高的是人员自杀，主要为老年人患癌症或抑郁导致轻生。社区不只是养老，更重要是增强互动、避免孤独。其次，是心梗等原因导致的猝死，许多人本可以通过CPR（心肺复苏术）+AED（自动体外除颤器）得到及时救治。最不应发生的还有交通事故、施工触电、高空作业坠楼等死亡，规模越大越应该敬畏规则。

今天有超过3000万人在万物云服务的社区、商企空间里生活和工作——这还不包括四十个像雄安新区、深圳沙头街道、厦门鼓浪屿岛这样的城市服务项目。对生命的敬畏和对保护手段的有效投入，值得。

这是万物云作为空间服务者的责任。

三、“绿水青山”中，如何做好建筑物能耗管理与垃圾分类？

空调、灯光、电梯、水系统，让建筑物与自然形成了屏障，也形成了交换与排放，约占总碳排放的20%。围绕国家的“双碳”目标，在超过一千个商业与写字楼空间，帮助客户实现节能降耗。利用技术把能耗降下来，同时把费用省下来，让客户看到实实在在的好处，他们一定会用具体的行动支持碳减排。

垃圾分类在很多城市被强制推行，虽然因疫情减缓了节奏，但社区居民基于垃圾分类带来的矛盾与冲突只增未减。垃圾分类的好处无须多言，但在我们几千个住宅物业中，要做到改变人们生活习惯、形成全面意识，要走的路还很长。

这是万物云作为领跑者的责任。

四、岁月流逝间，如何破解小区更新的难题？如何与周边社区共生？

“老有所养”的问题，建筑物也会面临。自2020年，我们陆续迎来了天景花园交付使用30周年、威登别墅交付使用30周年，接下来是深圳、上海、天津、北京、沈阳城市花园交付使用30周年。规模在变大，我们管理的电梯垂直运行距离已经超过4800公里，设备设施在变老，但在更新过程中“养老金”明显不足。电梯停运、立面脱落、管网渗漏不仅影响生活更可能带来财产与生命风险。

我们服务的物业在变老，但毕竟是商品房小区。面对周边缺少专业物业管理的老旧小区、城中村，作为空间服务者的万物云又能做什么？

这是万物云与社区共生的责任。

对四个责任的思考，也是我们解题的开始。万物云的ESG（环境、社会、治理）—— “万物云共同发展计划”正式启动，该计划由知之学社牵头负责，期待全员共同参与，让我们基于“重塑空间效率，服务历久弥新”的使命，围绕“一线服务者多元成长”、“减少服务空间内非正常伤亡”、“建筑节能减排与社区垃圾分类”、“物业更新及与周边社区共生”四项议题，在未来几年内陆续交出我们努力与进步的答卷。

行动已经开始，我们共同努力。

首席执行官 朱保全

2021年11月1日