GSA launches customer feedback pilot
August 04, 2015
A new General Services Administration pilot launched Tuesday wants to take that kind of feedback and use it to make the experiences of future customers even better.
Jake Williams is a Staff Reporter for FedScoop and StateScoop. At StateScoop, he covers the information technology issues and events at state and l...
Print may be dead, but not in the federal government.
Federal agencies said they are satisfied with the service provided by the Government Printing Office, according to an internal survey of 500 federal agency customers.
According to the results, 91 percent of federal customers are satisfied overall with the service they receive from GPO. Ninety percent of the respondents said they would recommend GPO to a colleague and they do not believe they can beat or match the pricing GPO offers.
According to the GPO’s Strategic Plan for 2014-2018, one of the agency’s goals is to satisfy its stakeholders. The plan emphasizes a customer-centric approach, according to a press release from the GPO.
Bruce Seger, managing director of Business Products & Services, said in an email this is the third federal customer survey since 2007 that has shown positive results from government customers.
Satisfaction started at 89 percent in 2007 and increased to 91 percent in 2011. This year, overall satisfaction with GPO remains relatively steady at 90 percent, according to Seger.
In 2007, respondents were 84 percent likely to recommend GPO to a colleague. That number has risen 6 percent as of 2014.
“GPO has adopted a customer-centric business model and the positive results from our 2014 customer satisfaction survey show that our efforts are reaching our customers,” public printer Davita Vance-Cooks said in a press release. “GPO will use the survey results and feedback to further improve our business, products, and services for our federal agency customers.”
GPO is the federal government’s official print and digital production house for cataloging, indexing, authenticating, disseminating and preserving the official information products of the U.S. Government, and it is responsible for the production and distribution of information products and services for all three branches of the government, including U.S. passports, as well as the official publications of Congress, the White House and other federal agencies.