In order to implement the important thoughts of the Supreme Leader General Secretary on upholding and improving the system of people’s congresses and strengthening and improving the work of the CPPCC, the Ministry of Industry and Information Technology actively handled the proposals of the deputies to the Fourth Session of the 13th National People’s Congress and the proposals of the Fourth Session of the 13th Chinese People’s Political Consultative Conference, especially by studying and educating the Party history, earnestly doing practical things for the people, solving difficult problems, strengthening organizational guidance, innovating communication mechanisms, and striving to turn valuable and high-quality suggestions put forward by the deputies into policy measures to solve difficult problems, so as to promote industry and information technology. In order to further publicize the achievements of the Ministry of Industry and Information Technology in handling the proposals of the two sessions of the National People’s Congress in 2021, the new government media of the Ministry of Industry and Information Technology, Gongxin Microblog, specially set up a column of "Selected Replies", and successively compiled and distributed some cases of replies to the proposals.
Reply to Proposal No.2384 of the Fourth Session of the 13th National Committee of the Chinese People’s Political Consultative Conference
Member Huang Ling:
Your "Proposal on Perfecting and Implementing Measures to Provide More Comprehensive and Intimate Services for the Elderly to Cross the" Digital Divide "has been received. The Business Development and Reform Commission and the General Administration of Market Supervision now reply as follows:
The Fifth Plenary Session of the 19th CPC Central Committee emphasized the need to implement the national strategy of actively responding to the aging population. General Secretary of the Supreme Leader made important instructions to effectively solve the difficulties of the elderly in using intelligent technology, which provided a fundamental basis for us to do a good job in the aging work in the new era. In February, 2021, the State Council established an inter-ministerial joint meeting mechanism to solve the difficulties of the elderly in using smart technology, and local governments also established corresponding coordination and promotion mechanisms, forming a working pattern of overall promotion, division of responsibilities and linkage from top to bottom. As a member of the mechanism, our department resolutely implements the decision-making arrangements of the CPC Central Committee and the State Council, adheres to the people-centered development idea, puts "effectively solving the difficulties of the elderly in using smart technology" into the list of "I do practical things for the masses", issues the Notice on Effectively Solving the difficulties of the elderly in using smart technology to facilitate the elderly to use intelligent products and services, carries out the special action of aging and barrier-free transformation of Internet applications (hereinafter referred to as the special action), and organizes positive actions of the whole industry to form a joint force to concentrate on solving the problems of the elderly in.
Your five suggestions on helping the elderly to cross the "digital divide" are closely related to the actual needs of the majority of the elderly, with strong pertinence, which has important reference value for solving the difficulties of the elderly in using intelligent technology and promoting the information barrier-free construction in China, and is also highly consistent with our work idea of effectively solving the difficulties of the elderly in using intelligent technology. Our department and relevant departments attach great importance to it, agree with the general idea of the proposal, carefully study and absorb it, and will continue to improve relevant measures in future work to jointly help the elderly to share the fruits of informatization development.
First, on promoting the development of relevant standards for aging apps
Our department has always attached importance to the revision of relevant standards for information accessibility, conducted research with the General Administration of Market Supervision around general standards, applicable standards for people’s accessibility, and environmental standards for information use, formulated and issued a number of national standards, such as Technical Requirements and Test Methods for Accessibility of Internet Content in Information Technology, and promoted the implementation of relevant standards. Especially in April this year, our department formulated and issued the General Design Specification for Aging-resistant Mobile Internet Applications (APP) (hereinafter referred to as the Specification), and made 13 specific technical requirements for the transformation of APP in terms of perceptibility, understandability, operability and compatibility. After the "Code" was issued, our department further publicized and interpreted it, and urged and guided the first batch of 43 apps included in the transformation list to be transformed immediately. At present, the special action has achieved phased results. For example, some news apps have realized full-page big fonts, big icons and big buttons, which provides convenience for the elderly to obtain information.
In the next step, our department will strengthen cooperation with the General Administration of Market Supervision and other departments, jointly promote the improvement of China’s aging-related standard system, organize the development of key standards such as information accessibility and aging-related standards for small programs and smart terminals, and explore and carry out relevant certification work in light of market demand. At the same time, we will focus on special actions and the implementation of the Code, guide relevant apps to complete the transformation as scheduled, and continuously improve the aging and accessibility level of apps.
Second, on the establishment of business processes suitable for aging operations
In the special action, our department paid close attention to the problem that some apps were "complicated in operation process, not intuitive enough, and did not consider the knowledge background and operation level of the elderly", encouraged apps to introduce modes suitable for aging operation, such as simple interface and convenient click, guided apps to support custom gestures, further simplified interactive operation, and guided terminal equipment enterprises to add intelligent applications to function machines and add minimalist modes to smart phones. The aforementioned "Specification" also requires the realization of barrier-free functions such as one-click operation and text input prompt. For example, at present, some shopping apps have launched the exclusive service interface for the elderly, which simplifies the complicated procedures of searching for favorite products. At the same time, considering that different APPs have different application scenarios and service methods, the learning cost of the elderly is high and it is difficult to get started. Our department organized basic telecommunications companies to hold more than 13,000 mobile phone classes and other activities in the online business hall, and organized Internet companies to bring their mobile phones into elderly communities and universities, providing services such as common app application counseling and exclusive explanation for the elderly, and "hands-on" teaching the elderly to use intelligent technology to help them enjoy digital life.
In the next step, our department will continue to base itself on reality, closely combine with the new demand, and promote terminal equipment enterprises to continue to develop and produce aging smart terminal products with large screen, large font and simple operation, organize Internet enterprises to continuously optimize the operation interface and process of commonly used apps for the elderly, and design operation tutorials specifically for the elderly to help the elderly cross the "digital divide".
Third, on promoting the evaluation and certification work
Our department resolutely implements the requirements of the practical activities of "I do practical things for the masses", regards the satisfaction of elderly users as the fundamental yardstick for the effectiveness of aging transformation, and highlights the right to speak of elderly users in the evaluation work. In April this year, our department formulated and published the Evaluation System for Aging and Accessibility of Internet Applications (hereinafter referred to as the Evaluation System) in combination with relevant national standards, industry standards and general design specifications for aging. The Evaluation System consists of three parts: user satisfaction evaluation, technical evaluation and self-evaluation, in which the weight of user satisfaction evaluation is 40%, accounting for the highest proportion. After the transformation of related apps is completed, our department will conduct a satisfaction survey for the elderly by means of questionnaire survey, hands-on experience, telephone interview, etc., and form a satisfaction evaluation report. At the same time, we will carry out technical evaluation by means of automatic testing tools and manual testing to ensure that the transformation requirements of the Code are in place.
In the next step, our department will organize relevant units during the year to comprehensively, scientifically and accurately evaluate the apps participating in the aging transformation in strict accordance with the technical requirements of the Code and relevant national standards for information accessibility, and grant information accessibility signs to those who meet the requirements, so as to effectively improve the aging and accessibility level of mobile Internet applications and help the elderly to share the technology dividend.
Four, about keeping the right amount of artificial service channels.
Our department adheres to the parallel of traditional service mode and intelligent service innovation, strictly retains the traditional service mode that the elderly are familiar with in the telecom service scene, and fully guarantees the basic needs of some elderly people who don’t surf the Internet at all. Since 2020, our department has organized three basic telecommunications companies to launch a number of caring and helping the elderly. First, the offline business hall is required to set up a "love channel" and an "elderly seat". At present, the elderly can enter the offline business halls of three basic telecommunications companies under the guidance of special personnel, take the "love channel", enter the "elderly seat" and enjoy the "face-to-face" service without waiting in line. Since this year, they have served more than one million elderly customers. The second is to guide the "one-click incoming manual customer service" function to go online. At present, the elderly over the age of 65 can call the manual customer service of three basic telecommunications companies without complicated voice prompts and digital selection, and can realize "one-click access" manual customer service. Since this year, they have served more than 35 million elderly customers. The third is to deploy basic telecommunications enterprises to continuously optimize business procedures, simplify procedures, and provide services such as door-to-door handling and large bills for the elderly. In addition, some internet companies have also opened a "one-on-one artificial hotline service" for the elderly to help them reflect their demands conveniently and directly.Enjoy internet service.
In the next step, our department will organize basic telecom enterprises to continuously improve the traditional telecom service mode, continuously improve the quality of exclusive services for all kinds of elderly people, carry out special training for employees in the telecom industry, start with the difficulties in serving the elderly, and strive to improve the service ability of employees in the telecom industry to provide enthusiastic, sincere and patient high-quality telecom services for the elderly.
Five, on strengthening the supervision of advertising disturbance, induced download and other issues, punishing illegal websites according to law, and popularizing network security knowledge.
Our department attaches great importance to bad advertising plug-ins and induced buttons, illegal websites, and publicity of network security knowledge, and adopts a series of measures to strengthen supervision and improve supervision efficiency. First, in the special action, our department explicitly requested that the old, caring and barrier-free versions of Internet websites and mobile apps should not be equipped with advertising plug-ins, and payment operations should not be equipped with any induced buttons, so that all kinds of special groups can use them conveniently and safely. Second, our department will focus on the special rectification action of APP infringing on users’ rights and interests, and rectify ten problems in four aspects, such as "APP illegally handling users’ personal information" and "setting obstacles and frequently harassing users", which are strongly reflected by the people. Up to now, our department has concentrated on sampling and inspecting 930,000 apps, notified 957 apps that were not rectified, and removed 329 apps that refused to rectify. At the same time, a total of 8646 illegal websites were investigated. Third, solidly promote the prevention and control of telecommunication network fraud, comprehensively use technical defense, civil air defense, publicity and other measures, push hundreds of millions of short messages and multimedia messages, and publish more than 1,350 Weibo WeChat, extensively carry out social publicity, and effectively protect the legitimate rights and interests of the elderly and property safety.
In the next step, our department will work with relevant departments to further standardize the collection and use of personal information in intelligent products and services, reduce the risk of personal information disclosure of the elderly, and continue to crack down on telecommunication network fraud. The General Administration of Market Supervision will severely crack down on false and illegal Internet advertisements and increase the exposure of typical illegal advertising cases. At the same time, our department will also actively hold coordination meetings with the Development and Reform Commission, the Health and Wellness Commission and other departments to track and analyze the progress and effects of relevant policies and measures, and use big data on the Internet to analyze and verify the key and difficult issues that are concentrated and representative in online public opinion for the first time, so as to ensure that all appropriate measures for the elderly are put in place.
Thank you for your concern and support for effectively solving the difficulties of the elderly in using intelligent technology. Welcome to put forward your valuable opinions and suggestions again!
关于作者