SECTION 1. PURPOSE.

 

.01 This Order prescribes the functions and organization of the Enterprise Services Organization (ESO). .02 This version establishes the ESO, defines the roles of each key unit within the ESO, defines the authorities of the ESO, and describes the reporting lines of the service work streams. It also establishes the Department Management Council (DMC) as the Enterprise Services (ES) Governance Board.

 

 

The ESO, a Departmental office, is headed by the ESO Executive Director, who directly reports to the Deputy Secretary of Commerce.

 

 

.01 The ESO shall serve as the principal adviser to the Secretary and Deputy Secretary of Commerce on enterprise services, and shall:

 

a. Perform designated Enterprise Services delivery for all U.S. Department of Commerce (the Department) customers.

 

b. Develop and issue standard operating procedures, in compliance with Department policies, for Enterprise Services functions in order to perform the assigned transactional functions.

 

c. Provide supervision in the conduct of all assigned ES transactional functions.

 

d. Perform designated duties and related responsibilities befitting a Senior Procurement Official, per Department Administrative Order 208-2, Contracting Authority.

 

e. Monitor and evaluate the performance of Enterprise Services based on applicable performance measurements and advise the Secretary and/or Deputy Secretary of Commerce regarding whether to continue, modify, or terminate an enterprise service.

 

f. Represent the Department in interactions with Office of Management and Budget (OMB), other Federal agencies, and in public forums on Shared Service matters, and participate in the activities of the Federal Shared Services Council.

 

g. The ESO Executive Director may delegate the authorities in this section within the ESO unless otherwise specified.

 

 

The organization structure and reporting lines of the ESO are depicted in the attached organization chart (Exhibit 1).

 

 

Enterprise Services is a commercially proven model of shared services and strategic sourcing that standardizes and streamlines transactional tasks currently performed in each Bureau, allowing each Bureau to focus more on the Bureau mission.

 

 

.01 Executive Director

 

a. The position of the Executive Director (Executive Director for ES) reports to the Deputy Secretary and serves as the programmatic and strategic oversight for all Enterprise Services Delivery within the Department, as well as the authority over the Enterprise Services Center, including delivery of services.

 

b. The Executive Director will provide all enterprise services in accordance with, or as required by, the Department, as determined by the Secretary of Commerce, or by agreements between the Bureau or Operating Unit (B/OUs) and the ESO.

 

c. The Executive Director leads the management of enterprise services throughout the Department. The Executive Director is responsible for its staff and the performance of its assigned transactional functions. The Executive Director will develop and implement standard operating procedures, in compliance with Department policies, for its assigned transactional functions. The Executive Director will represent the Department on related matters with public or private groups.

 

d. The Office of the Director may be assisted by a Chief of Staff and a Program Manager in administering programmatic and strategic goals.

 

.02 Deputy Executive Director of Enterprise Services for Planning, Implementation, and Stakeholder Relations The position of the Deputy Executive Director of Enterprise Services for Planning, Implementation, and Stakeholder Relations (Dep Exec Dir - Planning) will work closely with the Executive Director of ES, supporting the Executive Director in all oversight of the ES staff and contractors, helping implement new services as they come on line, and setting the strategic direction of the ESO.

 

a. The Dep Exec Dir - Planning will provide executive-level advice and guidance to the Executive Director for ES for leading the comprehensive effort to design and implement the full range of enterprise services and will be jointly responsible for helping oversee effective planning, stand-up and delivery of transactional mission-enabling services within the areas of (but not limited to) human resources, acquisition, information technology, and financial management.

 

b. The Dep Exec Dir - Planning serves as an alternate to, or in the capacity of, the Executive Director in the event that the Executive Director is unavailable.

 

c. The Dep Exec Dir - Planning is also responsible for all internal and external affairs for the ESO. This includes broad authority for communications - both operational and strategic - as well as all change management and training activities to prepare customers across the Department to receive enterprise services. The position is responsible for all customer experience management functions, including B/OU liaisons, account representatives, and customer relations. In addition, the role includes all external partnerships with industry, the Congress, the non-governmental organization (NGO) community, as well as the Governance Board.

 

.03 Chief Financial Officer and Director of Administration The Chief Financial Officer and Director of Administration is responsible for all ESO financial and administrative functions. This includes internal hiring, budget formulation, budget execution, finance, billing and collection, property management, and onboarding of ESO staff, as well as internal operating procedures and all business operations. The Chief Financial Officer and Director of Administration has fiduciary and oversight responsibility for the ESO and has broad authority to interact with CFOs from other B/OUs.

 

.04 Director of Customer Experience Management The Director of Customer Experience Management is responsible for managing, overseeing and continuously improving every aspect of the customer experience from Enterprise Services. The incumbent will develop, coordinate, implement, and manage customer engagement, customer management, customer satisfaction, sustainment and support services, and other related support systems and automated tools.

 

.05 Director of Change Management, Communications and Training The Director of Change Management, Communications, and Training is responsible for leading the communications and change management functions of the Department's ESO, ensuring they are wholly consistent with the goals and objectives of the Administration and Department's management and strategic priorities in support of the Department of Commerce Strategic Plan.

 

 

Each functional service delivery area (Human Resources (HR), Acquisition (ACQ), Information Technology (IT)), and Financial Management (FM)) has its own operational arm within the ESO, with a corresponding director for each function. The HR, ACQ, IT and FM Directors are each responsible for the full management and delivery of all services within their functional area, including additional services as they are delivered. As services are added to each function, each functional director is responsible for overseeing service delivery, and coordinating with the Service Management and Customer Experience Management functions, as well as ensuring that the delivery of service is in alignment with the goals and objectives of the ESO. Other service delivery areas will be added in the future.

 

.01 Deputy Director of Enterprise Services for Operations

 

a. The Deputy Director of Enterprise Services for Operations (Dep Dir - Ops) will work closely with the Executive Director, overseeing and directing all assigned transactional operational service delivery and all operational staff.

 

b. The Dep Dir - Ops will exercise executive-level oversight and guidance over the full range of operations and will be jointly responsible for helping oversee effective planning, stand-up and delivery of assigned transactional mission-enabling services within the areas of (but not limited to) human resources, acquisition, information technology, and financial management.

 

c. The Dep Dir - Ops serves as the head of all operational service delivery and ensures that operational programs are carried out in accordance with program goals and objectives. These responsibilities also include oversight of the Contact Center, operational functional service delivery areas, as well as all Service Management functions.

 

.02 Director of Service Management The Director of Service Management manages all operational service performance activities, transition of new services, vendor relations across the broad spectrum of vendors, and all metrics development, tracking, and enforcement.

 

.03 Director of Human Resources Services The Director of Human Resources Services shall plan, direct, and implement all HR services delivered by ES, including all processes, workflow, and integrated technology for HR and HR IT. The HR Director is responsible for enforcing comprehensive ESO HR policies and standards; and serving as a servicing HR official within the Department. The HR Director shall provide assurance of equal opportunity in all ESO service provision and within ES. The oversight for these services will be assisted by a Deputy Director.

 

.04 Director of Information Technology Services The Director of Information Technology Services (Director of IT) shall plan, direct, and implement the utilization of IT resources, including capital planning and investment analyses, the IT operating plan and budget, as well as IT acquisition strategy and performance measures. The Director of IT will also be responsible for ensuring and providing supporting infrastructure, IT security, planning and directing programs for IT operations for telecommunications services; overseeing the IT systems environment of ESO across all functional service delivery areas (e.g. HR Connect, Learning Management System, other functional platforms and tools); enforcing comprehensive ESO IT policies and standards; and serving as the senior Information Resources Management official within ESO. The oversight for these services will be assisted by a Deputy Director.

 

.05 Director of Acquisition Services The Director of Acquisition Services (Director of ACQ) is the ESO Senior Procurement Official pursuant to DAO 208-2. The Director of ACQ is responsible for the planning, directing and execution of all contracting services and processing of all purchase actions for all ESO programs and supported customers. The Director of ACQ is responsible for the identification of new initiatives, and management of the Department's strategic sourcing portfolio of services and reporting functions; is responsible for ensuring all contract and procurement actions are compliant with Federal and departmental acquisition statutes, regulations and policies; and serves as the senior advisor to the Executive Director on all acquisition related matters. The Director of ACQ participates in public and private forums regarding Federal shared services acquisition services. The oversight for these services will be assisted by a Deputy Director.

 

.06 Director of Financial Management Services The Director of Financial Management Services (Director of FM) is responsible for the directing and execution of all financial management services for all ESO-supported customers. The Director of FM is responsible for development, operation and management of the Financial Management service delivery portfolio. The oversight for these services will be assisted by a Deputy Director.

 

 

.01The DMC serves as the (ES) Governance Board. The DMC's composition and membership selection shall be prescribed in the DMC charter which shall be approved by the Deputy Secretary. The ES Governance Board shall assist with strategic direction for ES and act as a consensus-based council in providing advice and guidance to the Deputy Secretary on performance metrics/indicators and initiatives for recommendation to the Deputy Secretary. The Deputy Secretary has the ultimate authority to accept or decline the recommendations of the Governance Board. The responsibilities of the ES Governance Board shall include, but not be limited to:

 

a. Aligning ESO goals to the Department's long-term objectives and strategic plans;

 

b. Communicating executive-level strategy to B/OUs leadership; and

 

c. Setting strategic direction for the ESO and addressing the Department's needs in areas serviced by Enterprise Services.

 

 

This Order establishes the ESO and the Governance Board.

Signed By: Secretary of Commerce