Employee Development Programs

Chunghwa Telecom is committed to fostering a professional, collaborative, and digital workplace environment of diversity and inclusivity. Through the employee development programs that balance business goals with human capital effectiveness, Chunghwa Telecom support its employees in ongoing development and potential realization, along with an enhanced substantial support that training introduces to organization’s operations. Talent development is also highly aligned with the strategic directions of the Company, such as strengthening resilience, promoting sustainability, and AI co-creation. Through a systematic learning design, outcome application mechanisms, and cross-departmental collaboration, talent with practical application capabilities are cultivated to elevate organizational resilience and operational innovation.

Learning Methods & Systems

Coaching & Mentorship

Chunghwa Telecom systematically integrates coaching and mentoring mechanisms into its “Management Succession Plan” as key pillars for strengthening leadership development. Through the one-on-one guidance from senior management as mentors and coaching from external consultants, participants are facilitated to deepen their business insights and explore their personal leadership styles. The mechanisms are integrated with individual development plans (IDPs). With practical tasks as a foundation, participants are guided in focusing on development goals and continuously optimizing their development strategies through feedback, thus enhancing the transfer and application of learning outcomes. The mentors and coaches also play a crucial role in cultural transmission and strategic guidance, helping participants elevate their managerial maturity and thus closely align with the development direction of the Company.

Teams & Networks

The "Learning Beyond Boundary Program" is promoted at Chunghwa Telecom, which integrates web conferencing software, community management features, knowledge management systems, and e-learning platforms to establish a team-centric e-learning model. A dedicated learning community is set up for each course, encouraging employees to engage in real-time interaction and knowledge exchange during practical application. Hence, knowledge transfer and cross-departmental collaboration are boosted, fostering a sustainable and engaging learning mechanism.
The Company also encourages employees to voluntarily develop learning communities that embody the employee resource group (ERG) spirit, based on task characteristics or professional interests. Some units extend their post-course exchanges, forming long-term knowledge discussions and experience-sharing mechanisms, thereby aiding horizontal cooperation and mutual learning. These communities, often operating on a topic-driven basis and covering areas such as business expertise, technical application, and communication leadership, demonstrate qualities like cross-level participation, peer support, and self-directed learning, strengthening employees' sense of connection to the organization and fostering a collaborative learning culture.

Talent Development Focuses and Cultivation Framework

Leadership Development

Through its “Management Succession Plan,” Chunghwa Telecom leverages the AGLOW framework it developed to systematically implement the Talent Development Program (TDP) (for mid-level managers) and Executive Development Program (EDP) (for executives). Encompassing tiered courses, individual development plan (IDP), 360-degree feedback, team coaching, and practical assignments, the programs lay out comprehensive learning trajectories and development pathways. The curriculum focuses on strategic planning, innovative changes, talent development, and cross-organizational collaboration. Also, professional consulting resources of international level and with system design experience are integrated, and assessment and curriculum design are introduced, so as to strengthen participants' holistic judgment and leadership practices. In the 2023–2024 period, a total of 100 participants were included for training, accumulating over 120 hours of coursework. To date, 41% of executives have emerged from the programs, demonstrating the solid results of the leadership pipeline at the Company.

Diversity & Inclusion Training

Chunghwa Telecom has developed the "Diversity and Inclusion Empowerment Training Program" that spans from entry-level to senior management, tailored to local workplace culture and challenges. Integrating the DEI principles, the program addresses core topics such as gender equality, unconscious bias, intergenerational communication, and inclusive leadership. The curriculum aligns with the Company's gender equality indicators and social performance metrics in ESG. A tiered educational system and experiential learning have been introduced to enhance employees' knowledge and practice of workplace diversity. Basic courses, such as "Gender Equality and Sexual Harassment Prevention," have been incorporated in the curriculum for all employees. In 2023 and 2024, the participants that completed the training were 20,460 and 19,106, respectively, with both the completion rates over 90%. The practical courses for mid-to-senior level managers are expected to achieve an 85% completion rate, aiming to enhance the inclusive leadership awareness and organizational guidance capabilities among the management.
In addition, the integration of workplace cultures across borders is emphasized at the Company as well. In 2024, 2 sessions of topical course "Cultures and Customs across Borders" were held for expatriates abroad, with a total of 157 participants, covering key markets like Germany and ASEAN countries. The courses focused on local social customs, business environments, and cultural sensitivity, helping employees adapt to diverse international settings and improving the inclusivity and cultural understanding for overseas operational collaborations.

Retirement & Exit Support

Chunghwa Telecom values its employees' career transitions and their adjustment to retirement. The "Sweet LOHAS Employee Retirement Care Program" is promoted, which offers systematic support covering psychological adjustment, health promotion, financial planning, and understanding of rights and benefits. This program helps our employees confidently embrace their new stage of life. In 2024, we held ten sessions, participated by 553 employees close to retirement for their crucial pre-retirement preparation, demonstrating the tangible commitment to employee care of the Company.
Meanwhile, diverse e-learning resources are available at the Company, including an e-learning platform and a knowledge management system to support employees in continuously enhancing their professional skills prior to separation, strengthening their self-development and future readiness. In addition, "Experience Transfer Courses" are promoted, taught by retired employees, current experts, and external instructors. To date, 155 courses have been made available on the platform, not only fostering the continuity of organizational knowledge but also offering practical learning resources for employees in transition to support them in exploring future career directions and developing new skills.

Digital Transformation Capabilities

Chunghwa Telecom systematically drives the development of digital transformation capabilities through its " Learning Beyond Boundary Program" and "AI Talent Development Program." Employees are categorized into four groups based on job functions (All Employees, Product Design & Marketing, Application Development, and AI Research & Development). Segment learning pathways have been designed, covering essential skills such as generative AI tool application, data analysis, AI development, and deep learning. A blended learning approach is adopted for the courses, combining digital platforms, in-person workshops, and project challenges. The training also integrates hands-on projects and internal application scenarios to enhance job readiness that links skills to business practices, boosting the overall digital transformation resilience of the organization. In 2024, a total of 226 classes opened with cumulative 15,003 participants. Notably, AI core technology R&D personnel accounted for over 40% of participants, demonstrating the dual commitment to the ongoing consolidation of critical technology foundation and of digital literacy across all employees. These efforts are highly aligned with the mid-to-long-term digital transformation and AI application strategies so as to build a digital organization with sustainable competitiveness.

Scope of Learning Participation and Resource Accessibility

Committed to fostering comprehensive and equitable access to learning resources, Chunghwa Telecom offers all its full-time employees the opportunities to participate in training through development programs such as the "Learning Beyond Boundary Program" and the "Diversity and Inclusion Empowerment Training Program." Also, course content and learning pathways are tailored to job nature and seniority to ensure each employee receives resources for growth as appropriate. In addition to its full-time workforce, the Company also extends certain training resources to subsidiary employees, outsourced personnel, and contract staff, taking into account their diverse roles and needs in the field. Training provision is flexible, adapting to their specific business functions and development needs. In particular, for outsourced workforce like subsidiaries undertaking operations like retail and customer service, new hire training, supervisory development, and professional refresher courses are designed as well to enhance their skill development and alignment with core operations. 28 sessions of the dedicated subsidiary training program were organized in 2024 for over 700 participants across various settings and job levels, underscoring Chunghwa Telecom’s tangible commitment to learning access for non-permanent employees. The Company shall continue to optimize its learning platforms and open policies, promoting a more inclusive and systematic learning culture in order to improve overall organizational knowledge resilience and human capital sustainability. Moving forward, Chunghwa Telecom shall continue to agilely allocate training resources tailored to business attributes and needs, facilitating the overall human resource quality enhancement and consistent operational development of the Company.

Training Effectiveness and Business Impact

Chunghwa Telecom unceasingly strengthens the practical application of employees’ learning outcomes, encouraging them to integrate acquired knowledge into their real-life work environment as well as deepen knowledge transfer and innovative application. As such, quantifiable business values are generated to support the Company's long-term digital transformation and operational performance, rendering substantial and positive impacts to the revenue growth, productivity enhancement, and operational optimization at the Company:

Productivity Enhancement

• Smart Customer Service Application：By integrating gen-AI models and knowledge base with Copilot technology, AI trainers are aided in significantly accelerating the setup and optimization of robot knowledge bases. The manual setup time is cut by an average of 70%, leading to a substantial boost in customer service efficiency and consistency.
• Software Development Process Re-engineering：AI collaboration tools have been introduced into the Software Development Life Cycle (SDLC), improving development document compilation efficiency by approximately 40%, and code development efficiency by 30%, thereby shortening the time-to-market for products.

Operations Optimization & Costs Reduction

• Smart Energy Management：AI algorithms are employed to analyze the power consumption patterns of base stations, along with a smart power-saving system developed to dynamically finetune equipment operation, which has achieved energy savings of up to 30% and earned us Global View Monthly's Model Award of Low-carbon Operations in 2024.
• Smart Maintenance Assistant：By combining historical installation and repair knowledge with gen-AI, a virtual chatbot assistant has been created to effectively boost the efficiency of frontline personnel in troubleshooting and installations, enhancing the service consistency and overall customer experience.

Driving Revenue Growth

• Innovation in Computing Power Service Model：Traditional IDCs have been upgraded to AI-dedicated Data Centers (AIDCs), offering on-demand GPU cloud computing rental services to support enterprise AI application development and deployment as well as drive cloud revenue growth.
• Commercialization Achievements in AI Technology：
1. Customer Service Applications: Car manufacturers are supported in building intelligent after-sales customer service systems, and academic institutions are guided in setting up smart Q&A systems for libraries, improving user satisfaction and inquiry efficiency.
2. Government Projects: AI is leveraged to assist with public annual report reviews, with an accuracy rate of 90%, significantly boosting review efficiency and reducing administrative labor costs.
3. Smart Transportation: AI image recognition technology is introduced to collect traffic flow data, helping Taipei City optimize traffic light control at intersections and reduce overall commute time.

Learning results have been translated into innovative solutions endlessly at Chunghwa Telecom, followed by implementation in its operations and external service offerings. Hence, it not only significantly enhances the digital resilience of the Company but also generates substantial business value, further reinforcing the long-term competitiveness and shareholder value of the Company.