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THE DEPARTMENT’S
E-GOVERNMENT
FRAMEWORK
The primary components of the Department’s E-Government Framework
(the Framework) are customer relationship management, organizational
capability, enterprise architecture, and security and privacy.
- Customer Relationship Management (CRM).
CRM comprises
methodologies, technologies, and capabilities that help the Department identify
customers, determine what customers want, and learn how to meet and
continuously improve customer service. CRM requires developing a dialogue with
customers. Advanced CRM is characterized by personalized services that are
timely and consistently excellent. Customer relationship management helps DOL
prioritize
E-Government projects.
- Organizational Capability. This component consists of the policies,
plans, people, and management processes required to develop, implement, and
sustain a high level of digital services in support of the Department’s
mission. This category includes strategic plans, investment review boards, IT
capital planning processes, systems development methodologies, workforce plans,
and training. Organizational capability helps DOL select E-Government projects
and ensure successful management of the projects and delivery of results.
- Enterprise Architecture. DOL’s enterprise architecture includes
the explicit description and documentation of the current and the desired
relationships among business and management processes and information
technology. The enterprise architecture describes the current architecture and
the target architecture. It also includes the rules and standards for
optimizingand maintaining IT investments and portfolios.DOL’s enterprise
architecture helps the Department identify
E- Government
opportunities.
- Security and Privacy. This component of the Framework provides an
integrated planning framework and a unified approach to developing and
implementing security policies, procedures, and plans, including the analysis
of threats and vulnerabilities, risk mitigation, and risk management. Security
and privacy policies help create a secure and trusted environment for
E-Government transactions.
Figure 4 depicts the components of the Department’s E-Government
Framework. As shown in this figure, the organizational capability, enterprise
architecture, and security and privacy components, taken together, represent
the Department’s organizational readiness to meet customer service
requirements. The CRM component is an indicator of the Department’s
customer awareness. The Department will address these components in an
integrated manner. In addition, it will chart a forward course that matches
organizational readiness to customer requirements.
Figure 4.DOL E-Government Framework
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