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EXECUTIVE
SUMMARY
INTRODUCTION:A
CUSTOMER-CENTRIC STRATEGY
THE
E-GOVERNMENT MANDATE
The
President ’s Management Agenda
The Department's PMA
Accomplishments
Federal
E-Government Strategy
Simplified
Delivery of Services to Citizens
Federal
Enterprise Architecture
E-Government Act
of 2002
Department
of Labor E-Government Successes
GovBenefits.gov
DisabilityInfo.gov
DEPARTMENT
OF LABOR E-GOVERNMENT STRATEGY
DOL
E-Government Vision Statement
DOL
E-Government Strategy
DOL
E-Government Success Measures
Department of Labor IT
Strategy
The
Department ’s E-Government Framework
CUSTOMER
RELATIONSHIP MANAGEMENT
Building
the Customer Relationship
Improving
Customer Value
Measuring
Customer Support Service Performance
Identifying
and Implementing Key Customer Relationship Management Initiatives
ORGANIZATIONAL
CAPABILITY
Establishing
the E-Government Management Framework
Managing
E-Government Projects
Integrating
E-Government into Performance Management
Creating
E-Government Customer Portfolios
Conducting
Workforce Planning within the Context of E-Government
ENTERPRISE
ARCHITECTURE
Establishing
the Enterprise Architecture
Building the E-Government Technology Foundation
SECURITY
and PRIVACY
Developing
the E-Government Security and Privacy Framework
Implementing
Public Key Infrastructure
Assessing the Impact of Privacy Issues on IT Systems
E-GOVERNMENT RISK FACTORS
Customer
Service Risk
Implementation
Risk
IMPLEMENTING
THE E-GOVERNMENT STRATEGY
E-Government
Maturity Performance
NEAR-TERM
E-GOVERNMENT ACTIONS
Customer
Relationship Management
Organizational
Capability
Enterprise
Architecture
Security
and Privacy
APPENDIX
A OVERVIEW OF KEY DEPARTMENT OF LABOR E-GOVERNMENT INITIATIVES
APPENDIX
B PRESIDENTIAL PRIORITY INITIATIVES
APPENDIX
C FEDERAL ENTERPRISE ARCHITECTURE BUSINESS REFERENCE MODEL
APPENDIX
D DEPARTMENT OF LABOR IT STRATEGY
APPENDIX E
OVERVIEW OF DEPARTMENTAL CUSTOMERS AND SERVICES
LIST OF FIGURES:
Figure 1:
Mapping
the FEA BRM to DOL Business Functions and Applications
Figure 2:
GovBenefits.gov
Web Site
Figure 3:
DisabilityInfo.gov
Web Site
Figure 4:
Department
of Labor E-Government Framework
Figure 5:
Department
of Labor Value Creation Process
Figure 6:
Improving
Customer Value
Figure 7:
Department
of Labor Integrated Project Management Framework
Figure 8:
Federal
Enterprise Architecture Business Reference Model
Figure 9:
Department
of Labor Planning Framework
Figure 10:
Transitioning
to the Target Environment
LIST OF TABLES:
Table
1: E-Government Progress on PMA Initiatives
Table 2:
Department of Labor
Rating on PMA Progress
Table 3:
E-Government
Scorecard
Table 4A-C:
Presidential
Priority Initiatives
Table 5A-D:
Department
of Labor Customer Categories
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