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

Executive Summary

A Transformed Department of Labor

The Department of Labor (DOL) is transforming the way it serves its customers. This E-Government Strategic Plan builds on the initial release from May 2001 and presents the Department’s E-Government Framework, a comprehensive approach to E-Government that articulates the partnership between the Department’s mission specialists and information technologists to improve organizational performance and customer service delivery. Through the Framework DOL:

  • Focuses on the customer—who they are, what they want, and how to serve them better.
  • Looks beyond traditional organizational boundaries by asking which other agencies are serving the same customer and how the Department can collaborate with them to provide improved services. To do this, DOL will leverage the Federal Enterprise Architecture and take a functional approach to becoming a “digital department” and improving service delivery.
  • Incorporates E-Government principles and operating procedures into everything the Department does. From Department executive training to front-line user support, from policy development to execution, DOL is focusing on streamlining and improving its processes from the customer’s perspective.
  • Enhances DOL’s ability to implement the President’s Management Agenda (PMA), while also improving the ability to achieve the Department’s mission.
  • Focuses on performance and bases Department success on DOL’s contribution to increasing customer value.

The E-Government Partnership

The Department’s E-Government Framework provides a foundation for the essential partnership between those who know the Department’s customers best and those who know information technology (IT) best. The Framework consists of the following four components:

Business Focus

  • Customer Relationship Management
  • Organizational Capability

IT Focus

  • Enterprise Architecture
  • Security and Privacy

The Framework guides DOL’s ability to (1) build the customer relationship and improve customer value; (2) establish E-Government management structures and manage E-Government portfolios; (3) ensure that technology is managed in the way that best serves the mission, goals, and objectives of the Department; and (4) ensure that transactions with the Department are secure and that appropriate privacy protections are in place.

By identifying the primary components of a Department-wide E-Government program, and establishing a comprehensive E-Government management capability, the Department is institutionalizing improved service delivery. As a result, E-Government at the Department of Labor is not just a collection of independent projects, it is a comprehensive, integrated way of conducting business. This partnership between Department executives and IT specialists ensures that technology enables the Department to better serve its customers. Together, Department of Labor executives and IT specialists are expanding this partnership to other agencies serving common customer groups to achieve broader Federal E-Government goals.

This plan identifies the activities that the Department will pursue in the near term to support its E-Government strategy. These actions are categorized according to the four components of DOL’s E-Government Framework:

  • Customer Relationship Management
  • Organizational Capability
  • Enterprise Architecture
  • Security and Privacy

These activities are coordinated by the Department’s E-Government Strategy Group and investment review boards.

"E-Government is not about putting thousands of government forms or reams of information online. Rather,it is about government making better use of technology to better serve citizens and improve government efficiency,cutting government ’s time to make decisions from weeks or months to hours or days.” -The President ’s Management Agenda



Next Section