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

The primary components of the Department’s E-Government Framework (the Framework) are customer relationship management, organizational capability, enterprise architecture, and security and privacy.

Customer Relationship Management (CRM).
CRM comprises methodologies, technologies, and capabilities that help the Department identify customers, determine what customers want, and learn how to meet and continuously improve customer service. CRM requires developing a dialogue with customers. Advanced CRM is characterized by personalized services that are timely and consistently excellent. Customer relationship management helps DOL prioritize
E-Government projects.

Organizational Capability. This component consists of the policies, plans, people, and management processes required to develop, implement, and sustain a high level of digital services in support of the Department’s mission. This category includes strategic plans, investment review boards, IT capital planning processes, systems development methodologies, workforce plans, and training. Organizational capability helps DOL select E-Government projects and ensure successful management of the projects and delivery of results.

Enterprise Architecture. DOL’s enterprise architecture includes the explicit description and documentation of the current and the desired relationships among business and management processes and information technology. The enterprise architecture describes the current architecture and the target architecture. It also includes the rules and standards for optimizingand maintaining IT investments and portfolios.DOL’s enterprise architecture helps the Department identify
E- Government opportunities.

Security and Privacy. This component of the Framework provides an integrated planning framework and a unified approach to developing and implementing security policies, procedures, and plans, including the analysis of threats and vulnerabilities, risk mitigation, and risk management. Security and privacy policies help create a secure and trusted environment for E-Government transactions.

Figure 4 depicts the components of the Department’s E-Government Framework. As shown in this figure, the organizational capability, enterprise architecture, and security and privacy components, taken together, represent the Department’s organizational readiness to meet customer service requirements. The CRM component is an indicator of the Department’s customer awareness. The Department will address these components in an integrated manner. In addition, it will chart a forward course that matches organizational readiness to customer requirements.

Figure 4.DOL E-Government Framework