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

Table of Contents

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