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技术升级别成为服务降级
2017-09-06 03:21:42 中国青年网
晁星
本月起,北京协和医院实行非急诊全面预约挂号,医院东院门诊所有窗口不再接受挂号。不料,这一举措难坏了部分患者:鼓捣自助机、下载APP、拨打114,有的老人前后折腾了40多分钟才挂上号;更有人干脆直接将身份证、银行卡等交给导医,让他们全权办理。
预约挂号益处多多是事实。但另一方面,老年人等特殊人群对这些新技术新手段一时难以适应,使用起来还有诸多障碍也是事实。“窗口不再给挂号”像一个切片,映照出“一刀切”式的技术升级在服务行业带来的普遍困境:传统用户窗口和界面被大量取消,很多便民举措反而造成了新的不方便。网约车风靡,年轻人约车和司机挑活儿都方便了,而只会路边招手的老人愈发“打车难”,眼巴巴看着空车疾驰就是打不上;银行推崇自助服务,机器多了窗口少了,结果柜台前的队伍越来越长,老人们想办点业务,得花大半天时间排长龙。技术进步当然是好的,但也要看到,不是所有人的认知和能力都能跟上技术飞跃的步调,老年群体尤是如此。他们接受新事物的意愿不高,使用能力也较弱,与其在机器前来回折腾,至少在相当长时间里,他们更愿意选择传统的生活方式。
技术升级不能成为服务降级,这在医疗、金融、购物、出行等关涉基本民生的行业更显紧迫。作为服务窗口,面对形形色色的人群、各种各样的需求,要做的就是让每个人都能有适合自己的选择,而非只能有一种选择。如果进入任何一个服务单位,映入眼帘的不是微笑的面孔,而都是冷冰冰的机器界面,这样的用户体验无疑是有问题的。在技术日新月异的当下,“技术鸿沟”的忧虑客观存在,而当这种落差出现在老百姓的衣食住行用等领域中时,无力感会更加强烈。从这个意义上说,保留那些必要的“旧窗口”“老界面”非但不是落伍,反而是一种贴心。
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