当前我国老年群体正处于社会数字化、人口老龄化、老年数字鸿沟深化的数字环境中。一是社会数字化，我国已进入以政务小程序为移动政务载体的政务3.0时代，小程序凭借其灵活、开放、用完即走的特性，逐渐成为移动政务覆盖各领域、各群体、全场景的有力工具。二是人口老龄化，根据我国第七次人口普查的结果，北京市60岁及以上人口占总人口的19.63%，标志着即将步入中度老龄化社会。三是老年数字鸿沟深化，老年群体无法适应数字时代发展。为保障老年群体在数字时代中的权利，自2020年起政府发布多项政策推动适老化改造，旨在让老年人充分享受移动政务服务带来的便利。

基于上述背景，本文以北京市政府官方移动政务服务平台“京通”政务小程序关怀版为研究对象，通过实际体验小程序的方式，总结了“京通”政务小程序关怀版服务的供给现状。此外，聚焦北京老年群体的生活服务需求，采用Kano模型这一需求优先级分析工具，并结合定量和定性的分析方法展开研究。首先，通过文献分析法和访谈法，深入剖析并归纳了北京老年群体在生活服务方面的需求。这一分析过程既涉及对已有研究文献的系统梳理，也包括对访谈资料的深入挖掘，最终总结出北京老年群体在生活服务方面的16个具体需求。接着，基于初步需求和Kano模型设计并进行问卷调查，对收集到的数据进行Kano二维属性分类，随后借助Better-Worse系数和四分位图进行深入的定量分析。基于量化分析结果，构建北京老年群体的生活服务需求层次模型，该模型能够清晰地揭示北京老年群体在生活服务方面的不同需求层次及优先级。

根据“京通”关怀版功能需求和供给现状的分析得出以下结论：在必备型需求方面，亟待补充老年群体普遍迫切需要的人工服务；在期待型需求方面，反诈宣传服务和应急服务目前缺失，助餐服务需要完善；在魅力型需求方面，个人清洁服务、代办代买服务、家政服务、外出陪护服务的供给有待提升，便民缴费服务不能满足老年群体的需求，应予以完善。

在新公共服务理论的指导下，基于上述研究提出加强公共服务体系建设，树立“服务导向”理念、以老年群体的需求为导向，提供精准服务、完善回应机制，建立信息公开和沟通渠道的适老化改造建议，为优化“京通”关怀版提供参考。

Currently, elderly people in China are facing a digital environment characterized by social digitization, population aging, and an increasing digital divide among the elderly. First, social digitization. China has entered the 3.0 era of mobile government with government mini program as the carrier of mobile government. With its flexible, open and use-and-go characteristics, mini programs have gradually become a powerful tool for mobile government to cover all fields, groups and scenes. Second, population aging. According to the results of China's seventh population census, the population aged 60 and above in Beijing accounts for 19.63%of the total population of Beijing, marking the beginning of a moderately aging society. Third, the deepening of the digital divide between the elderly, and the elderly cannot adapt to the development of the digital age. In order to protect the rights of the elderly in the digital age, the state is actively promoting the construction of mobile government for the elderly. In September 2021, the General Office of the State Council issued the Guidelines for the Construction of the National Integrated Government Service Platform on Mobile Terminal, which proposed to "carry out the transformation for the elderly, so that the elderly can fully enjoy the convenience brought by mobile government services".

Based on the above background, this article takes the official mobile government service platform "Jing tong" care version of the Beijing Municipal Government as the research object. Through actual experience with the mini-program, the current status of the supply of the "Jing tong" care version of the government service mini-program is summarized. In addition, focusing on the living service needs of the elderly in Beijing, the Kano model, a demand priority analysis tool, is adopted, and research is conducted through both quantitative and qualitative analysis methods. Firstly, through literature analysis and interviews, the needs of the elderly in Beijing in terms of living services are deeply analyzed and summarized. This analysis process involves both a systematic review of existing research literature and an in-depth exploration of interview data, ultimately summing up 16 specific needs of the elderly in Beijing in terms of living services. Then, based on the initial demand design, a Kano questionnaire survey is conducted, and the collected data is classified into Kano's two-dimensional attributes. Subsequently, quantitative analysis is conducted using the Better-Worse coefficient and quartile graph. Based on the quantitative analysis results, a hierarchical model of living service needs for the elderly in Beijing is constructed, which clearly reveals the different levels and priorities of their needs in terms of living services.

Based on the gap between demand and supply, we can conclude that: for Must-be Quality, urgent attention is needed to provide elderly Manual service; for One-dimensional Quality, there is a lack of anti-fraud awareness and emergency response services, as well as room for improvement in meal assistance; for Attractive Quality, The supply of personal cleaning services, agency services for handling purchases and errands, household management services, and escort services for outings needs to be improved. The convenient payment services are not able to meet the needs of the elderly and should be refined accordingly.

The paper suggests that, under the guidance of the new theory of public service, we should strengthen the construction of the public service system. We need to establish a "service-oriented" mindset and focus on meeting the needs of the elderly group. This will enable us to provide accurate services, improve our response mechanism, and establish channels for information disclosure and communication. These efforts will serve as a reference for optimizing Jing tong's caring version.