“簋街样本”化解外卖行业矛盾

Core Insights - The article highlights the challenges and conflicts within the food delivery ecosystem in Guijie, Beijing, involving merchants, delivery riders, and platforms, emphasizing the need for improved communication and collaboration among all parties [1][3][5]. Group 1: Industry Challenges - Guijie, a food landmark in Beijing, features over 130 restaurants with daily active delivery riders exceeding 475 and average orders around 3,000, peaking over 5,000 during busy times, illustrating a tightly interlinked micro-ecosystem [1]. - Conflicts arise as merchants complain about riders pressuring for faster deliveries, while riders blame platform algorithms for strict efficiency requirements, creating a communication barrier among the three parties [1][3]. Group 2: Research and Findings - In April, the Dongcheng District Human Resources and Social Security Bureau initiated a comprehensive research plan to identify core issues affecting delivery riders and merchants, collecting 119 valid survey responses [2]. - The research revealed 13 key demands from riders and 15 development needs from merchants, pinpointing critical pain points such as slow food preparation leading to penalties and difficulties in defining responsibility for food damage [2]. Group 3: Collaborative Solutions - A "Rider-Merchant Negotiation Meeting" was organized in May, where representatives from both sides discussed their grievances, resulting in the establishment of 7 merchant norms and 8 rider guidelines to improve cooperation [3][4]. - On August 1, major platforms like Meituan and Ele.me (now known as Taobao Shangu) participated in negotiations, addressing issues such as penalty adjustments during extreme weather and improving response times for complaints [4][5]. Group 4: Implementation of Changes - New technologies, such as "smart delivery boxes," have been introduced to streamline the pickup process, significantly reducing confusion and errors in order retrieval [6]. - The algorithms used by platforms have been modified to prioritize average delivery times rather than the fastest, with adjustments made for adverse conditions, leading to the cancellation of late penalties in Beijing [6]. Group 5: Outcomes and Future Directions - The number of delivery disputes has decreased, indicating a positive shift in the delivery ecosystem, with the collaborative approach serving as a model for improving labor rights for new employment forms [7]. - The "Guijie model" demonstrates a successful framework for government guidance, platform accountability, and multi-party participation in addressing labor issues within the food delivery industry [7].