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, Americas Job Bank, Americas Learning Exchange, the Occupational Safety and Health Administrations (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 DOLs ability to understand its customers and to tailor service offerings to their needs. DOL will focus on improving value to these various customer groups.
