Survey Questionnaire

Dear Participant,

Thank you for participating in this academic research study.

This survey aims to investigate how the increasing digitalisation of public services in China affects the accessibility and inclusion of middle-aged and older adults. In particular, the study examines whether factors such as age, educational background, residential location, and digital literacy influence people's ability to access and use digital public services.

In this survey, digital public services refer to government and public services accessed through digital channels, including government websites, mobile applications, WeChat or Alipay mini-programs, QR codes, electronic identity verification systems, and other online platforms. Examples include hospital registration, healthcare and social security services, pension-related services, government document applications, public transportation, and community services.

The survey is anonymous and the information collected will be used solely for academic research. There are no right or wrong answers. Please answer based on your own experiences and circumstances.

The survey takes approximately 8–10 minutes to complete.

Thank you for your valuable participation.
Section 1. Demographic Information
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Q1. What is your age?
40–49
50–59
60–69
70–79
80 or above
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Q2. What is your gender?
Male
Female
Prefer not to say
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Q3. What is your highest level of education?
Primary school or below
Junior secondary school
Senior secondary school / vocational school
College / Associate degree
Bachelor's degree
Master's degree or above
Q4. Where do you currently live?
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Province / Municipality / Autonomous Region:
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City / District:
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Q5. How would you describe the area where you currently live?
Major metropolitan city
Large city
Medium-sized city
Small city / county
Town
Rural area
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Q6. What is your current living arrangement?
Living alone
Living with a spouse/partner
Living with children
Living with other relatives
Other:
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Q7. What is your current employment status?
Full-time employed
Part-time / flexible employment
Self-employed / business owner
Retired
Unemployed
Other:

Section 2. Internet and Digital Technology Use

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Q8. Do you currently own and use a smartphone?
Yes, and I can use it independently
Yes, but I sometimes need help
Yes, but I frequently need help
No
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Q9. Approximately how much time do you spend using a smartphone or the Internet each day?
Less than 30 minutes
30 minutes–1 hour
1–2 hours
2–4 hours
More than 4 hours
Almost never
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Q10. What do you mainly use the Internet or smartphone for?[Multiple]
WeChat / social communication
Short videos / entertainment
News and information
Online shopping
Mobile payments
Online banking / financial services
Healthcare and medical services
Work-related activities
Government / public services
Education / learning
Other:
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Q11. Which digital devices do you regularly use?[Multiple]
Smartphone
Tablet
Desktop/laptop computer
Smartwatch or other smart devices
I rarely or never use digital devices
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Section 3. Digital Skills and Digital Literacy 1 = Cannot do at all 2 = Not very capable 3 = Moderate 4 = Capable 5 = Very capable
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Q12. Download and install a mobile application independently.
Q12. Download and install a mobile application independently.
Q13. Register an account on a new application or mini-program.
Q13. Register an account on a new application or mini-program.
Q14. Set or change an account password.
Q14. Set or change an account password.
Q15. Use SMS verification codes for identity verification.
Q15. Use SMS verification codes for identity verification.
Q16. Use QR codes independently.
Q16. Use QR codes independently.
Q17. Use facial recognition or other digital identity verification methods.
Q17. Use facial recognition or other digital identity verification methods.
Q18. Upload identification documents, photographs, or other electronic files.
Q18. Upload identification documents, photographs, or other electronic files.
Q19. Search for information within an application or mini-program.
Q19. Search for information within an application or mini-program.
Q20. Find a solution when I encounter a problem while using an application.
Q20. Find a solution when I encounter a problem while using an application.
Q21. Learn how to use a digital platform that I have not used before.
Q21. Learn how to use a digital platform that I have not used before.
Section 4. Use of Digital Public Services
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Q22. Have you used any digital government or public service during the past 12 months?
Yes
No
Not sure
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Q23. Which of the following digital public services have you used during the past 12 months?[Multiple]
Hospital appointments / registration
Health insurance services
Social security / pension services
Government documents or certificates
Tax-related services
Public transportation services
Utility payments
Community / neighbourhood services
Government appointment services
Electronic identification / digital certificates
Other:
None of the above
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Q24. How do you normally access digital public services?[Multiple]
Government websites
Government mobile applications
WeChat mini-programs
Alipay mini-programs
Other mobile applications
Telephone services
Physical government/service centres
Family members complete the service on my behalf
Other:
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Q25. How frequently do you use digital public services?
Several times a week
Approximately once a week
Several times a month
Once a month or less
Almost never
Section 5. Accessibility and Convenience of Digital Public Services
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Please indicate your level of agreement with the following statements.
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Q26. I can easily find the public service that I need.
Q26. I can easily find the public service that I need.
Q27. The steps required to use digital public services are easy for me to understand.
Q27. The steps required to use digital public services are easy for me to understand.
Q28. The text, icons, and buttons on digital public-service platforms are easy for me to understand and use.
Q28. The text, icons, and buttons on digital public-service platforms are easy for me to understand and use.
Q29. I can complete most digital public-service procedures independently.
Q29. I can complete most digital public-service procedures independently.
Q30. Digital public services save me time.
Q30. Digital public services save me time.
Q31. Digital public services reduce the need for me to visit physical service centres.
Q31. Digital public services reduce the need for me to visit physical service centres.
Q32. Digital public services have made my daily life more convenient.
Q32. Digital public services have made my daily life more convenient.
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Section 6. Barriers to Using Digital Public Services
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Q33. Digital public services require too many steps to complete.
Q33. Digital public services require too many steps to complete.
Q34. Registration and login procedures are complicated for me.
Q34. Registration and login procedures are complicated for me.
Q35. Verification procedures, such as passwords and SMS codes, are difficult for me.
Q35. Verification procedures, such as passwords and SMS codes, are difficult for me.
Q36. Facial recognition or other identity verification procedures are difficult for me.
Q36. Facial recognition or other identity verification procedures are difficult for me.
Q37. I sometimes have difficulty understanding the instructions on digital public-service platforms.
Q37. I sometimes have difficulty understanding the instructions on digital public-service platforms.
Q38. When I encounter a problem on a digital platform, I do not know how to solve it.
Q38. When I encounter a problem on a digital platform, I do not know how to solve it.
Q39. Frequent changes or updates to digital platforms make them difficult for me to use.
Q39. Frequent changes or updates to digital platforms make them difficult for me to use.
Q40. I worry about making mistakes when using digital public services.
Q40. I worry about making mistakes when using digital public services.
Q41. I am concerned about online fraud or the security of my personal information. 
Q41. I am concerned about online fraud or the security of my personal information. 
Q42. Some public services have become more difficult for me to access because they have been digitalised.
Q42. Some public services have become more difficult for me to access because they have been digitalised.
Section 7. Family Assistance and Intergenerational Digital Dependency
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Q43. When you have difficulty using digital public services, who usually helps you?[Multiple]
Children
Grandchildren
Spouse/partner
Other relatives
Friends/neighbours
Community workers
Government staff
Service-provider staff
Nobody
I usually complete the service independently
Other:
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Q44. How often do you need help from another person to complete a digital public service?
Never
Rarely
Sometimes
Often
Always
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Q45. Which digital services do you most commonly ask family members to help you with?[Multiple]
Government applications / mini-programs
Hospital appointments
Health insurance / social security
Pension-related services
Government documents or certificates
Mobile payments
Online banking
Other:
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Please indicate your level of agreement:
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Q46. I often need help from my children or other younger family members when using digital public services.
Q46. I often need help from my children or other younger family members when using digital public services.
Q47. Without help from my family, there are some public services that I would be unable to complete.
Q47. Without help from my family, there are some public services that I would be unable to complete.
Q48. I would prefer to complete digital public services independently rather than depend on family members.
Q48. I would prefer to complete digital public services independently rather than depend on family members.
Q49. Help from my family makes digital public services easier for me to access.
Q49. Help from my family makes digital public services easier for me to access.
Q50. When my family members are not available, I worry more about being unable to complete digital public services
Q50. When my family members are not available, I worry more about being unable to complete digital public services
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Section 8. Offline Services and Alternative Access Channels
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Q51. For important public services, I prefer to communicate directly with a member of staff.
Q51. For important public services, I prefer to communicate directly with a member of staff.
Q52. Government agencies should continue providing face-to-face services even when online services are available.
Q52. Government agencies should continue providing face-to-face services even when online services are available.
Q53. If I cannot complete an online service, I know where to obtain face-to-face assistance.
Q53. If I cannot complete an online service, I know where to obtain face-to-face assistance.
Q54. I have encountered situations where I was required to use a smartphone to access a service.
Q54. I have encountered situations where I was required to use a smartphone to access a service.
Q55. When both online and offline options are available, I prefer to choose the option that is most suitable for me.
Q55. When both online and offline options are available, I prefer to choose the option that is most suitable for me.
Q56. Digital services should not completely replace traditional face-to-face services.
Q56. Digital services should not completely replace traditional face-to-face services.
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Section 9. Digital Inclusion and Social Exclusion
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Q57. Current digital public services adequately consider the needs of people from different age groups.
Q57. Current digital public services adequately consider the needs of people from different age groups.
Q58. Digital public services are accessible to people with different levels of education.
Q58. Digital public services are accessible to people with different levels of education.
Q59. People who are more proficient with smartphones have easier access to public services.
Q59. People who are more proficient with smartphones have easier access to public services.
Q60. People who are less familiar with digital technology may be disadvantaged as public services become increasingly digital.
Q60. People who are less familiar with digital technology may be disadvantaged as public services become increasingly digital.
Q61. As more public services become digitalised, I sometimes feel excluded from accessing them.
Q61. As more public services become digitalised, I sometimes feel excluded from accessing them.
Q62. I am confident that I will continue to be able to access the public services I need as they become increasingly digitalised.
Q62. I am confident that I will continue to be able to access the public services I need as they become increasingly digitalised.
Q63. Overall, digitalisation has improved my access to public services.
Q63. Overall, digitalisation has improved my access to public services.
Section 10. Overall Experience
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Q64. Overall, how easy or difficult do you find it to use digital public services?
Very easy
Relatively easy
Neither easy nor difficult
Relatively difficult
Very difficult
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Q65. Compared with five years ago, how would you describe your ability to access public services?
Much easier
Slightly easier
About the same
Slightly more difficult
Much more difficult
Not sure
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Q66. What is the main factor that affects your ability to use digital public services?[Multiple]
Age
Educational background
Familiarity with smartphones / the Internet
Complexity of digital platforms
Complicated identity verification
Concerns about online security or personal information
Internet or device availability
Lack of assistance from family or other people
Lack of face-to-face services
I do not experience significant difficulties
Other:
Thank You
Thank you very much for taking the time to participate in this study.
Your responses will contribute to research on smart cities, digital government, digital inequality, and social inclusion among middle-aged and older adults in China.
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