我國「就業服務一案到底」措施之評估 ─以勞動力發展署為例

An Evaluation of Employment Service for One Case by One Steward in Taiwan: An Example of Workforce Development Agency

王琮郁(Tsung-Yu Wang)

指導教授 ： 馬財專

國立中正大學/社會科學院/勞工關係學研究所/碩士(2015年)

摘要

本研究乃針對我國勞動力發展署下之各分署進行就業服務一案到底服務模式之檢視，以瞭解自2012年年底全面推動後實施與執行上之現況及問題，以及穩定勞工就業之效益，並以四種政策評估指標：時效性、回應性、公正性及投入度，做政策之評估。以立意抽樣的方式，將訪談對象分成三個群體：政策規劃者─勞動力發展署中負責就業服務一案到底業務之主管與承辦人員；政策執行者─勞動力發展署下之各分署負責執行就業服務一案到底之督導與就服員；政策服務對象─現場接受就業服務一案到底服務模式之勞工或民眾，共17位受訪者。透過質性的研究方法與資料分析，以政策執行者為主，政策規劃者與政策服務對象為輔，以深入了解目前服務模式之執行。
針對政策評估之結果，政策公正性與政策投入度方面有達到其標準；政策時效性與政策回應性方面，政府應建置更加完善的配套措施與方案，方能使其周全。而民眾對於此服務模式已有一定認知與了解，並大多給予正面的評價，但在執行上仍有許多問題產生，由於目前勞動力發展署對於就業服務一案到底服務模式之措施並未有明確的規範與統一，故在各分署上會有執行上的落差。而在有限的人力配置與服務時間下，民眾所得到的服務品質可能不如預期，再加上行政業務的增加與績效標準等，使得就服員需要承受相當大的壓力。對於是否能夠穩定勞工就業主要還是取決於勞工本的心態，而就服員主要扮演輔助與陪伴的角色。
基於以上之研究結果，研究者提出以下之建議。一、針對整體措施方面之建議：（一）積極宣導公立就服機構之核心功能；（二）明確規範與統一就業服務一案到底之服務模式；（三）對於就服員之績效標準規範之訂定應於合理可行之範圍；（四）重新設計、安排與簡化個案建檔的表單資料；（五）建置相關之彈性措施；（六）擴增公立就服機構之人力配置與規劃；（七）持續開設強化就服員專業能力之訓練課程；（八）建置就服員之員工協助方案或紓壓機制。二、針對硬體設備及系統方面之建議：（一）統一增設硬體設備；（二）提升網路就服系統之效能，最後修正就業服務一案到底服務模式之流程設計。

關鍵字

公立就服機構 ； 單一窗口 ； 一案到底 ； 就業服務

並列摘要

This study shows the appraisal of Employment Service for One Case by One Steward model by each Regional Branch of Workforce Development Agency in Taiwan. In the end of 2012, the public employment services institution implement the Employment Service for One Case by One Steward. In order to understand the implement situation, problems, and the efficiency of maintain stable employment environment. This study evaluates the policy by following evaluation indicator: timeliness, responsiveness, equity, involvement. This study uses the purposive sampling method and through in-depth interviews of seventeen interviewees, including policy planners, policy implementers, and policy service object. Policy planners are superior and clerk who responsible for the Employment Service for One Case by One Steward in Workforce Development Agency. Policy implementers are employment specialist who implements the Employment Service for One Case by One Steward from each Regional Branch of Workforce Development Agency. Policy service objects are workers or people who receiving services of the Employment Service for One Case by One Steward. By useing qualitative research and data analysis, this study tries to understand the policy’s implementation. The main research data depends on the policy planners, and the supplementary data depends on the policy implementers and policy service object.
This study finds that the workers or people have the cognition and understanding of the Employment Service for One Case by One Steward, and give positive evaluation. However there have some problems in the implementation. First, because of Workforce Development Agency didn’t have a clearly definition and didn’t unite the Employment Service for One Case by One Steward, so it has gap in the implementation from each Regional Branch. Second, without enough policy implementers and service time, the workers wouldn’t have a quality service. Third, employment specialists need to withstand the pressure of the administrative matters and performance standards. We also find that a stable of worker employment is determined by labor’s attitude. Employment specialist only played the role of assistance and companionship.
Some suggestions are provided for whole policy: (1) Disseminate the public employment services institution's core functions actively. (2)The institution should clear and unified the definition of Employment Service for One Case by One Steward model. (3) Give employment specialist a reasonable performance criterion. (4) Redesign, arrange and simplify the cases form data. (5) Establish the related flexibility measures. (6) Increase the public employment services institution staff. (7) Strengthen employment specialist knowledge by training. (8) Establish Employee Assistance Programs for employment specialist to relieve stress. The suggestions of hardware devices and software systems: (1) Provide unified hardware devices. (2) Upgrade employment service network system and amand the model of process design.

並列關鍵字

the Public Employment Services Institution ； One Case by One Steward ； Employment Service

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