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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, Americas Job Bank, Americas Learning Exchange, the Occupational Safety and Health Administrations (OSHA) workers page, publications, forms, and outreach and educational activities. Table 5A.Government-to-Citizen
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
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
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
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
DOLs ability to understand its customers and to tailor service offerings
to their needs. DOL will focus on improving value to these various customer
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