我國自1989年陸續從泰國、菲律賓、印尼、馬來西亞、越南及蒙古等地開放引進外籍勞工以來,目前外籍勞工人數已突破48萬人,行政院勞工委員會職訓局為保障外籍勞工基本人權、維護外籍勞工之權益,於2009年7月1日開通1955外籍勞工24小時免費諮詢保護專線。1955專線開通後,外籍勞工申訴、檢舉管道暢通,使得各相關單位業務量爆增,派案錯誤、執行人員專業水準不足、組織間缺乏溝通等問題隨之而來。本研究以政策執行評估模式,透過深度訪談12名利害關係人,探究1955專線之政策目標達成度、執行過程之正確性、執行者的態度與意向、組織相互配合度。 結果發現,1955專線廣泛為民眾所使用,且職訓局對於1955專線以及各地方政府皆訂有工作績效與定期監督,因此並不會因為其他因素而影響政策執行力。不過,1955專線內部對於人力配置、進用與人員專業知識訓練內容並未公開透明,導致地方政府對於1955專線端缺乏瞭解與認識,而有諸多疑慮。此外,1955專線之職前訓練之時數過少,亦為人所詬病。儘管地方政府執行人員業務量持續增加,但其仍認為1955專線是促進勞資關係和諧的平台,對此政策抱持正面且肯定的態度。在各層級間之溝通協調機制上,缺乏上下一體的完善溝通協調機制,僅靠彼此間之電話、研習會、業務檢討會作溝通,無法將反映之意見完整傳達至三方,而出現資訊不對稱之情形。 基於上述,本研究提出以下改良建議:全面檢討1955專線派案系統;重新界定地方政府與警察局、機場服務站以及移民署間之配合機制;重新擬定1955專線派案平台與各地方政府之權責分配;重新評估1955專線執行人員之人力配置;落實1955專線執行人員之專業訓練;規劃證照獎勵制度;建立三位一體之完善溝通機制。
This research conducts in-depth interviews of 12 stakeholders to collect information related to 1955 hotline with respect to degree of objective achievement, accuracy of implementation process, attitude and willingness of policy executors and degree of collaboration among stakeholders. Major findings are the following: 1955 hotline is popular and managed well. Its policy implementation will be maintained. However, its operator personnel designation, recruitment and trainings are not transparent, so local governments are suspicious of their quality. Even though local governments have suffered from huge loading due to 1955 hotline, they confirm the positive role of 1955 hotline. Concerning the communication mechanism among various levels of governments, better integration shall be achieved to ameliorate information asymmetry. Some suggestions are provided: Comprehensive review of the 1955 hotline case processing procedure. Redefine the cooperation mechanism among local governments, police, airport kiosks and the National Immigration Agency. Reconsider the designation and number of implementation executors. Enhance trainings and incentive payment for 1955 hotline operators. Establish an integrated communication mechanism among various levels of governments.