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


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.


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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