U.S. Department of Labor E-Government Strategic Plan

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U.S. Department of Labor E-Government Strategic Plan

APPENDIX E OVERVIEW OF DEPARTMENTAL CUSTOMERS AND SERVICES

Provided below is a breakdown of DOL services by major customer group. These categorizations will serve as a basis for further analysis and segmentation to target and improve customer service.

Government-To-Citizen (G2C) Table 5A identifies major citizen customer groups and the services provided to them by the Department. Examples of how citizens interact with the Department include obtaining and submitting information using DOL and agency home pages, America’s Job Bank, America’s Learning Exchange, the Occupational Safety and Health Administration’s (OSHA) workers page, publications, forms, and outreach and educational activities.

Table 5A.Government-to-Citizen

Customers	Service
General Public	Information related to labor and employment
Working Public	Information related to employment laws and standards, wages, compensation and benefits, training, regulatory, and statutory information
Employees	Information on employment laws and standards, economic conditions, employment qualifications, and training
Job Seekers	Information on wages, economic conditions, employment qualifications, and training
Claimants, Representatives, and Beneficiaries	Information related to compensation and benefits
Veterans, Reservists, and National Guardsmen	Enforcement and protection of veterans’ preference, grants for employment training, and information on veterans-related laws
Mine Workers	Inspection and investigative services; educational, regulatory, and statutory information
Welfare Recipients and Unemployed Workers	Grant funding through state and local communities, unemployment compensation benefits, and insurance information

Government-To-Business (G2B) Table 5B identifies major business customer groups and the services provided to them by the Department. The relationship is multifaceted. Businesses are suppliers to, partners of, customers of, and occasionally competitors with the government. In addition, businesses must comply with government regulations while they maintain these roles (e.g., OSHA rules). Examples of how businesses interact with the Department include obtaining and submitting information using DOL and agency home pages, compliance assistance advisors, publications, forms, intervention and educational activities, and site visits and inspections. This category also includes suppliers and other eProcurement activities.

Table 5B. Government-to-Business

Customers	Service
For-Profit Organizations	Safety education and inspections, historical and projected data on U.S. and world economic conditions, employment and training news and initiatives, guidance on relevant statutory requirements, and regulatory oversight
Small Businesses	Information on safety and health
Financial Institutions and Policy Organizations	Historical and projected data on U.S. and world economic conditions
Labor Unions	Information on workers’ rights and union publications and reports
Health Care Organizations	Opinions, certificates, reports, and evaluations
Mine Operators	Inspection and investigative services and educational, regulatory, and statutory information
Insurance Organizations	Information on insurance regulations and statutes
Agricultural Organizations	Information on agricultural and farm health and safety

Government-To-Government (G2G) Table 5C identifies major government customer groups and the services provided to them by the Department. Types of services include information on labor standards, policies, and safety and health. Examples of how other government organizations interact with the Department include obtaining and submitting information using DOL and agency home pages and links, publications, forms, and outreach and educational activities.

Table 5C. Government-to-Government

Customers	Service
Federal Agencies and Policymakers	Information on wages and benefits, foreign policy, employment and training opportunities, and safety and health
State, Local, and Tribal Government; Non-Profits	Information on labor standards, policies, safety and health, and employment
Foreign Governments	Information on foreign policy, labor laws, skills, resources, and technology

Government-To-Employee (G2E) Table 5D identifies employee customer groups and the services the Department provides to them. G2E is an effective way of providing eLearning and promoting knowledge management. Examples of how employees interact with the Department include obtaining and submitting information using DOL intranet, automated employee service systems, forms, publications, and seminars.

Table 5D.Government-to-Employee

Customers	Service
Federal Employees	Information on workers compensation and benefits laws and regulations, employment and training opportunities, benefit reimbursement, and civil rights laws and regulations; eLearning opportunities
DOL Employees	Administrative services and civil rights laws and regulations; eLearning opportunities

Persons with Disabilities. In addition to serving the above categories of customers, the Department will also ensure that (1) federal employees with disabilities are able to use information technologies to do their jobs and that (2) members of the public with disabilities who interact with the Department will be able to use IT to access information on equal footing with people who do not have disabilities. These efforts will be conducted in accordance with Sections 504 and 508 of the Rehabilitation Act of 1973 (as amended) and published standards.

Summary. The above customer categories facilitate DOL’s ability to understand its customers and to tailor service offerings to their needs. DOL will focus on improving value to these various customer groups.