老龄化视角下公共服务数字包容性标准化路径研究

摘要：

【目的】在人口老龄化加速与公共服务数字化转型的双重背景下，老年人“数字鸿沟”与数字公共服务普及之间的矛盾日益凸显，而标准化缺失是包容性发展的核心瓶颈。【方法】通过辨析公共服务老年人数字包容性标准化的现实困境，构建“价值-技术-治理”三重逻辑框架，提出系统化的标准体系与实施路径。【结果】研究发现，现有标准存在结构性失衡问题，需从技术规范、服务流程、评估机制等维度构建全链条标准簇；标准化实施需强化跨部门协同与动态调整，通过数智技术赋能与多元主体参与提升落地效能。【结论】本研究为完善适老化数字公共服务标准体系提供系统性理论框架以及可操作实践路径，推动了公共服务数字化转型包容性跃升。

Abstract:

[Objective] In the dual context of accelerating population aging and the digital transformation of public services, the contradiction between the “digital divide” faced by older adults and the proliferation of digital public services has become increasingly prominent. The lack of standardization is identified as the core bottleneck constraining inclusive development. [Methods] By analyzing the practical challenges in standardizing digital inclusion for older adults within public services, this study constructs a tripartite logic framework of “value-technology-governance” and proposes a systematic standards system and implementation pathway. [Results] The research reveals that existing standards suffer from structural imbalances. It is necessary to establish a comprehensive cluster of standards spanning dimensions such as technical specifications, service processes, and evaluation mechanisms. The implementation of standardization requires strengthened cross-departmental collaboration and dynamic adjustments, enhancing effectiveness through empowerment via digital intelligence technologies and the participation of multiple stakeholders. [Conclusion] This research provides a systematic theoretical framework and actionable practical pathways for improving the standards system of age-adapted digital public services, thereby promoting an inclusive leap forward in the digital transformation of public services.

引用格式：王娜娜,侯非,郑娟尔.老龄化视角下公共服务数字包容性标准化路径研究[J].标准科学,2025(12):23-27.

基金项目：本文受国家重点研发计划课题（项目编号：2022YFF0609901）；国家市场监督管理总局科技计划项目（项目编号：2024MK203）；中央级公益性科研院所基本科研业务费专项资金项目（项目编号：602024Y-11434）资助。

作者简介：王娜娜，硕士，副研究员，研究方向为优质服务、消费体验、服务标准化。侯非，硕士，研究员，研究方向为老龄化社会、服务业数字化、服务标准化。郑娟尔，博士，研究员，研究方向为优质服务、服务设计、服务标准化。