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Secretary of Labor Thomas E. Perez
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U.S. Department of Labor E-Government Strategic Plan

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, America’s Job Bank, America’s Learning Exchange, the Occupational Safety and Health Administration’s (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 DOL’s 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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