江南时报讯 一天上午，一位神色焦虑的中年客户匆匆走进南通海门三星支行的网点大厅。经大堂经理 耐心询问得知，其年逾八旬的父亲王老先生社保卡因长期未启用导致功能受限，养老金无法正常支取。 老人因病长期卧床，行动极为不便，本人亲自到网点办理业务已成难题，家属为此忧心忡忡，不知道这 笔钱该怎么取出来，这笔钱对他们此时十分重要。 看着困扰多日的问题在家中得到圆满解决，王老先生虽言语不多，仍努力抬手致谢，眼中满是感激。家 属更是连声道谢："没想到工商银行能这么快派人上门，解决了我们的大难题！你们的服务真是想到我 们心坎里去了！"质朴的话语传递出对银行暖心服务的最高认可。 此次上门服务是工商银行践行"以客户为中心"服务理念的生动缩影。该行始终将解决客户"急难愁盼"置 于首位，特别是针对老年、病患、残障等特殊群体，持续优化无障碍服务流程，将柜台延伸至社区、家 庭，让金融服务的温度切实抵达每一位需要关爱的客户身边。未来，该行将继续坚守服务初心，以更贴 心、更便捷、更有温度的服务举措，延伸金融触角，履行社会责任，做百姓身边最可信赖的暖心银行。 网点人员到达服务现场后，迅速有序地开始布置环境。小组成员轻言细语，配合家属小心调整室内 ...

Core Points - A pregnant woman faced an urgent issue when her social security card became unusable right before her due date, prompting her to seek help at a local Agricultural Bank branch [1] - The bank staff quickly responded to the situation, providing emotional support and efficiently coordinating with the social security department to resolve the issue [1] - The problem was identified as a data anomaly that led to the customer's social security account being unexpectedly deactivated, requiring immediate account reset [1] - After the account was reset, the bank staff expedited the process of issuing a new social security card, completing it in just half an hour [1] - The incident exemplifies the bank's commitment to customer service, showcasing their responsibility, professional efficiency, and warm service [1] Company and Industry Summary - The Agricultural Bank of China demonstrates a strong customer-centric approach, emphasizing the importance of timely and effective service in critical situations [1] - The incident highlights the bank's operational efficiency in handling urgent customer needs, reinforcing its role in supporting public welfare and community service [1] - The bank's ability to quickly resolve issues reflects its dedication to maintaining customer trust and satisfaction, which is crucial in the competitive banking industry [1]

Group 1: Business Performance Highlights - The company achieved a 20.47% year-on-year increase in the issuance of the third-generation social security cards, with over 11 million cards issued in the first half of the year [3] - New contract amounts for "Human Resources Operation and Big Data Services" grew by 12.87% year-on-year, expected to reflect in performance in the second half of the year [3] - Gross profit margin increased by 4.03% year-on-year, driven by a reduction in low-margin business revenue and optimization of service models [3] Group 2: Challenges and Areas for Improvement - Although absolute values of the company's three major expenses decreased, their proportion of revenue increased year-on-year due to higher investments in team building and resource allocation [4] - The company faces pressure on performance due to extended initiation cycles and increased complexity of government projects, prompting a shift towards smaller service orders [4] - Organizational changes during the business model transition have led to increased management costs and time investments [4] Group 3: Future Development Directions - The company aims to solidify its position as a "social security card service provider," focusing on employment, medical, and government services while building a human-centered service ecosystem [4] - Plans to leverage AI support platforms to create an integrated online and offline operational service system, enhancing connections with public service scenarios [4] - The market potential is projected to be in the hundreds of billions, depending on the population size and service depth in covered cities [4] Group 4: Q&A Insights - AI application services are expected to compensate for declines in traditional business, with nearly 30% of revenue coming from "Human Resources Operation and Big Data Services" [6] - The company has developed a standardized service model for employment services, which can be rapidly replicated across cities [7] - The issuance of social security cards is expected to maintain a steady pace, with over 50% of the third-generation cards still needing to be issued in some cities [9] - The company remains optimistic about future revenue and profit levels despite market challenges and organizational adjustments [9]

Core Viewpoint - The article emphasizes the importance of providing attentive and proactive customer service, as demonstrated by the actions of the CCB Jinan Minghu Branch, which has received high praise from clients for its commitment to service excellence [1][2]. Group 1: Customer Service Example - A customer faced issues with her social security card at a hospital and sought help from the bank, where a teller went beyond the basic inquiry to identify the problem as a card upgrade issue, providing a one-stop solution by issuing a new card on-site [1]. - The customer expressed gratitude for the teller's thoroughness, highlighting that without the additional questions and information, she would have faced unnecessary complications [1]. Group 2: Service Philosophy - The bank integrates the concept of "service enhancement and excellence" into daily operations, encouraging employees to actively observe customer needs and treat customer issues as their own [1]. - The bank aims to provide efficient, convenient, and heartfelt service by not only addressing surface problems but also verifying policies and ensuring comprehensive support for customers [1][2]. - The bank plans to continue refining its service capabilities to offer reliable, worry-free, and warm financial services to clients in the future [2].

Core Points - The article highlights a case where a senior citizen, Mr. Wang, faced difficulties using his new social security card due to it being inactive, while his old card was demagnetized, illustrating the challenges faced by elderly individuals in accessing financial services [1] - Agricultural Bank of China (ABC) in Jinan's Changqing District provided prompt and compassionate home service to activate Mr. Wang's card, showcasing the bank's commitment to serving vulnerable groups [1] - The bank has implemented measures such as optimizing service processes and opening green channels to ensure elderly customers can access safe, convenient, and efficient financial services without leaving their homes [1] - Since the beginning of 2025, the Changqing branch has provided home services over 20 times, indicating a strong focus on customer needs [1] - The bank plans to continue focusing on the needs of the elderly population, enhancing its age-friendly financial services [2] Summary by Category Customer Service - The bank's staff visited Mr. Wang at home to assist with activating his social security card, demonstrating a proactive approach to customer service [1] - The service included explaining the process and assisting with the authorization for closing the old card account, ensuring the elderly customer felt supported [1] Commitment to Vulnerable Groups - The bank's actions reflect its dedication to addressing the urgent needs of special groups, particularly the elderly, by extending its service reach [1] - The bank's ongoing efforts to provide tailored financial services to the elderly population highlight its commitment to social responsibility [2]

Core Viewpoint - The company reported a decline in revenue and net profit for 2024 and Q1 2025, but maintains a strong cash flow to support business transformation [1] Financial Performance - In 2024, the company achieved revenue of 658 million yuan, a year-on-year decrease of 21.93%, and a net profit of 20.38 million yuan, down 72.13% [1] - For Q1 2025, revenue was 132 million yuan, a decline of 12.75%, with a net profit of 6.51 million yuan, down 5.19% [1] - The company’s gross margin remained stable, and absolute values of three major expenses (sales, management, R&D) decreased year-on-year [1] Business Transformation - The company is extending its social security card services into areas such as employment, medical services, and government services, aligning with national policies promoting consumer services [1] - The company is focusing on internal cost reduction and efficiency improvements, although the conversion of expenses into performance has been low [1] Social Security Card Services - The decline in the core social security card service is attributed to a shift in government strategy from rapid issuance to a service-driven approach [2] - As of the end of 2024, the number of holders of the third-generation social security card exceeded 500 million, with nearly 900 million cards remaining to be issued [2] Employment Services - The company differentiates itself from traditional HR firms by focusing on government resources and providing services to specific demographics such as blue-collar workers and veterans [3] - The company aims to increase its revenue from human resources operations and big data services, which are expected to contribute over 50% of total revenue in the future [3] Data Element Business - The company won a bid for the operation of the Guangzhou Data Exchange service area and received the first global ISO 55013 certification for data asset management [4] - The company plans to integrate data resources and participate in public data governance, aiming to unlock the value of data elements [4] Mergers and Acquisitions - The company is actively looking for market acquisition opportunities and has previously acquired an internet HR company [4] - Future acquisitions will focus on business synergy and enhancing regional service capabilities, as well as improving R&D strength in AI and data resource utilization [4]