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
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
DOLs ability to understand its customers and to tailor service offerings
to their needs. DOL will focus on improving value to these various customer
groups.
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