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IMPLEMENTING
THE E-GOVERNMENT STRATEGY
To implement the E-Government strategy, the Department is employing an
E-Government maturity model7 to baseline current capabilities and to
develop action plans for reaching higher levels of customer awareness and
organizational capability. The four levels of the maturity model are defined
below:
- Level 1: Creating E-Government Awareness. At this
level, the organization is beginning to think about E-Government and may have a
few notable E-Government initiatives under way. However, the overall
E-Government infrastructure has not been established and a comprehensive,
integrated approach to E- Government has not been defined and implemented.
- Level 2: Building the E-Government Foundation. At
Level 2, organizations have initiated concerted efforts to establish a
framework for identifying and managing E- Government projects. Evidence of a
systematic approach to E-Government is readily ascertainable. Strategies,
plans, management structures, and knowledge of customer requirements indicate
progress beyond Level 1.
- Level 3: Managing to the E-Government Vision. At
Level 3, organizations have a clearly defined E-Government vision and are
actively managing toward that vision. The organization can demonstrate
compliance with at least Stage 3 of the General Accounting Office (GAO)
Information Technology Investment Management (ITIM) maturity model and the
appropriate level of the Federal IT Security Assessment Framework. The
organization can verify progress in implementing its E- Government workforce
plan. The organization also has identified a target architecture and is
successfully implementing its migration plan toward the target.
- Level 4: Providing Sustained Delivery of Digital
Services. At Level 4 of the E- Government maturity model, the
organization is operating at the highest levels of the GAO ITIM framework and
the CIO Council Federal IT Security Assessment Framework. The organization has
a fully implemented CRM plan and can demonstrate the ability to meet excellent
customer service performance criteria consistently. In addition, the agency has
automated its enterprise architecture and is able to adapt quickly to changes
in strategy or technology.
E-GOVERNMENT MATURITY PERFORMANCE
The Department will conduct annual assessments of its E-Government
maturity based on criteria developed for each component (that is, CRM,
organizational capability, etc.) at each level of the maturity model. These
assessments will incorporate the results of other scoring processes and will
provide the input necessary to develop integrated action plans that address
logical sequencing of activities and critical process dependencies inherent in
the maturity model.
7 Booz Allen hamilton, E-Government Maturity Model: From
Assessment to Action, April 2001
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