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A Transformed Department of Labor
The Department of Labor (DOL) is transforming the way it serves its
customers. This E-Government Strategic Plan builds on the initial release from
May 2001 and presents the Department’s E-Government Framework, a
comprehensive approach to E-Government that articulates the partnership between
the Department’s mission specialists and information technologists to
improve organizational performance and customer service delivery. Through the
Framework DOL:
- Focuses on the customer—who they are, what they want, and how to
serve them better.
- Looks beyond traditional organizational boundaries by asking which
other agencies are serving the same customer and how the Department can
collaborate with them to provide improved services. To do this, DOL will
leverage the Federal Enterprise Architecture and take a functional approach to
becoming a “digital department” and improving service delivery.
- Incorporates E-Government principles and operating procedures into
everything the Department does. From Department executive training to
front-line user support, from policy development to execution, DOL is focusing
on streamlining and improving its processes from the customer’s
perspective.
- Enhances DOL’s ability to implement the President’s
Management Agenda (PMA), while also improving the ability to achieve the
Department’s mission.
- Focuses on performance and bases Department success on DOL’s
contribution to increasing customer value.
The E-Government Partnership
The Department’s E-Government Framework provides a foundation for
the essential partnership between those who know the Department’s
customers best and those who know information technology (IT) best. The
Framework consists of the following four components:
Business Focus
Customer Relationship Management
Organizational
Capability
IT Focus
Enterprise Architecture
Security and Privacy
The Framework guides DOL’s ability to (1) build the customer
relationship and improve customer value; (2) establish E-Government management
structures and manage E-Government portfolios; (3) ensure that technology is
managed in the way that best serves the mission, goals, and objectives of the
Department; and (4) ensure that transactions with the Department are secure and
that appropriate privacy protections are in place.
By identifying the primary components of a Department-wide E-Government
program, and establishing a comprehensive E-Government management capability,
the Department is institutionalizing improved service delivery. As a result,
E-Government at the Department of Labor is not just a collection of independent
projects, it is a comprehensive, integrated way of conducting business. This
partnership between Department executives and IT specialists ensures that
technology enables the Department to better serve its customers. Together,
Department of Labor executives and IT specialists are expanding this
partnership to other agencies serving common customer groups to achieve broader
Federal E-Government goals.
This plan identifies the activities that the Department will pursue in
the near term to support its E-Government strategy. These actions are
categorized according to the four components of DOL’s E-Government
Framework:
Customer Relationship Management
Organizational
Capability
Enterprise Architecture
Security and Privacy
These activities are coordinated by the Department’s E-Government
Strategy Group and investment review boards.
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"E-Government is not about putting thousands of government forms
or reams of information online. Rather,it is about government making better use
of technology to better serve citizens and improve government
efficiency,cutting government ’s time to make decisions from weeks or
months to hours or days.”
-The President ’s Management
Agenda |
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