隨著人工智慧、數位科技及自動化快速發展，勞動市場、工作型態及技能需求正面臨結構性轉變，公共就業服務亦須因應數位化帶來的新挑戰，對服務制度、服務模式及第一線就業服務人員角色產生深遠影響。然而，現有研究較少從公共就業服務體系角度探討數位化發展之影響與因應策略。因此，本研究以「數位化發展及其對公共就業服務之影響與因應」為主題，探討數位化對勞動市場及公共就業服務體系之影響，並提出政策建議。
本研究採質性研究方法，運用文獻分析法及半結構式深度訪談法，蒐集數位化發展、公共就業服務及勞動市場變遷等相關文獻，並分析日本、韓國、新加坡及英國公共就業服務之發展經驗；另訪談公共就業服務機構第一線就業服務人員及勞動領域專家學者，瞭解數位化發展下公共就業服務之實務現況、面臨挑戰及因應作法。
研究結果顯示，數位化已逐步影響勞動市場結構、工作型態及公共就業服務發展，除提升數位技能需求及促進非典型就業發展外，亦衍生數位技能落差、數位落差及就業排除等挑戰。公共就業服務雖持續推動數位轉型，惟制度設計、服務流程及智慧治理仍有精進空間，服務模式亦由傳統就業媒合逐步轉向整合性職涯支持服務；另一方面，第一線就業服務人員已由行政執行者逐漸轉型為兼具數位科技應用、人本服務及跨域整合能力之專業服務提供者，其職能發展已成為公共就業服務數位轉型的重要關鍵。
本研究建議，未來公共就業服務應建立分眾分級數位職能培育制度，提升不同族群數位能力，降低數位技能落差及就業排除；建構智慧化公共就業服務平台，優化服務流程及跨機關資源整合；並建立第一線就業服務人員職能發展制度，強化數位科技應用、人本服務及跨域整合能力，以兼顧就業公平、數位包容及公共服務品質。研究結果可作為我國公共就業服務數位轉型及未來政策規劃之參考。

The rapid advancement of artificial intelligence (AI), digital technologies, and automation has fundamentally transformed labor markets, employment patterns, and skill requirements. As digitalization reshapes the world of work, Public Employment Services (PES) are facing significant challenges in their institutional arrangements, service delivery, and the evolving roles of frontline employment service personnel. However, limited research has examined the impacts of digitalization from the perspective of public employment services. Therefore, this study investigates the impacts of digitalization on labor markets and Taiwan's public employment service system and proposes policy recommendations for its future development.
This study adopted a qualitative research approach, employing literature review and semi-structured in-depth interviews. Relevant literature on digitalization, labor market transformation, and public employment services was reviewed, together with international experiences from Japan, South Korea, Singapore, and the United Kingdom. In addition, interviews were conducted with frontline employment service personnel and labor policy experts to examine current practices, challenges, and response strategies for public employment services under digitalization.
The findings indicate that digitalization has significantly reshaped labor market structures, employment patterns, and the development of public employment services. While increasing the demand for digital skills and expanding non-standard employment, digitalization has also created challenges such as digital skills gaps, digital divides, and employment exclusion. Although Taiwan has actively promoted the digital transformation of its public employment service system, further improvements are required in institutional design, service delivery processes, and digital governance. Moreover, public employment services are evolving from traditional job placement toward integrated career development and employment support, while the competency development of frontline employment service personnel has become a key factor in successful digital transformation.
This study recommends establishing differentiated digital skills development programs, developing intelligent public employment service platforms, optimizing service delivery processes and cross-agency collaboration, and strengthening the competency development of frontline employment service personnel. These efforts will help promote employment equity, digital inclusion, and high-quality public services. The findings provide practical references for the future digital transformation and policy development of Taiwan's public employment service system.

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