Author: Lori Denhart

Conference Recap

My First NASPO Exchange—Denver, Suppliers and Buyers, Oh My!

NASPO Exchange 2019 was an eye-opening experience. Some of you may or may not know, I have only been a part of the NASPO team since January 2019, so this was not only my first Exchange, but my first NASPO conference. My coworkers have been trying to prepare me for what exactly to expect. I’ve heard a lot of, “It’s going to be like no other professional conference you’ve been to!” and “Girl, you better pack at least three pairs of shoes.” I quickly found out that all of the above were true, and then some. Keep reading to hear about my first Exchange! Read more “My First NASPO Exchange—Denver, Suppliers and Buyers, Oh My!”
Customer Service

3 Ways to Simultaneously Improve Employee and Customer Satisfaction

In the world of modern procurement, your office is constantly doing business with citizens, vendors, and government agencies. Leaving a lasting positive impression on your customers is a key component of your central procurement office’s ability to conduct its mission. Happier employees will help you accomplish those customer service goals.  Customer service and agency relations  is number one on the 2019 NASPO Top 10 Priorities, cementing that customer satisfaction is important to CPOs across the country. When the ultimate end user in every procurement transaction is the taxpayer, each step in the procurement process is important, including customer service.  In 2003, two Canadian policy analysts conducted a study concerning public employee’s job satisfaction and customer satisfaction with government goods and services. They discovered the relationship between employee and customer satisfaction is reciprocal in nature. By investing in employee satisfaction, you will simultaneously see improvement in your customer satisfaction and agency relations. That’s two improvements with one action – two satisfactions with one procurement stone. Read more “3 Ways to Simultaneously Improve Employee and Customer Satisfaction”