数字包容视域下老年人公共服务可及性的权利困境与治理路径研究

Research on the Rights Dilemmas and Governance Paths of Older Adults’ Accessibility to Public Services from the Perspective of Digital Inclusion

摘要: 数字包容视域下老年人公共服务可及性困境并非单纯的技术适应问题，而是涉及权利保障与制度设计的治理难题。对老年人面临的公共服务场景可进行基础保障型、生活需求型与高阶参与型三种类型化区分，不同类型场景中数字排斥的形态与权益损害程度呈现梯度差异。渠道强制导致的选择权虚置、通用设计对差异化需求的隐性排斥以及社会支持与个体能力的双重短板，共同构成了老年人数字公共服务可及性的深层困境。纾解这一困局需要从权利的法定化、算法权力的规范化以及渠道选择权的程序保障三个维度协同推进，在政府兜底责任企业合规义务与社会支持网络之间形成治理合力，使数字包容从政策倡导转化为可操作的制度实践。

Abstract: From the perspective of digital inclusion, the dilemma of older adults’ accessibility to public services is not merely a matter of technological adaptation, but also a governance issue involving rights protection and institutional design. The public service scenarios faced by older adults can be categorized into three types: basic security-oriented services, daily life needs-oriented services, and advanced participation-oriented services. In different scenarios, the forms of digital exclusion and the degree of rights impairment show gradient differences. The deprivation of freedom of choice caused by compulsory digital channels, the implicit exclusion of differentiated needs embedded in universal design, and the dual deficiencies in social support and individual capability together constitute the underlying dilemmas of older adults’ accessibility to digital public services. Resolving these difficulties requires coordinated efforts in three dimensions: the legalization of rights protection, the regulation of algorithmic power, and the procedural guarantee of the right to choose service channels. A governance synergy should be formed among the government’s safeguarding responsibilities, enterprises’ compliance obligations, and social support networks, thereby transforming digital inclusion from a policy initiative into an operable institutional practice.