Blog

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”
Contract Management

Proactive Contract Management for the Modern Procurement Professional

This article is a proponent of NASPO Best Practices: Ethics and Accountability white paper, and aims to augment research in proactive ethical practices through accountability, transparency, and conflict of interest. NASPO strives to emit leadership, excellence and, integrity while elevating the profession of public procurement through best practices.  As stewards of taxpayers money, it is imperative that  procurement staff not only choose the right path when dealing with an ethical dilemma, but the ‘best’ path, in order to remain beyond reproach in the public eye.

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NASPO Internships

Workforce shortage? Have you considered emerging talent?

Article by Dana Dembrow (State of MD), Intro by Olivia Hook Frey (NASPO)

Introduction by Olivia Hook Frey:

Many of our states have expressed concerns associated with their retirement-age workforce. Even more stress-inducing is not knowing where or how to recruit new talent to fill those gaps. As part of NASPO’s higher education initiatives, student recruitment at the college-level has been a priority. This emerging talent is oftentimes overlooked in the public sector, but NASPO is working to change that. Through our partnership with impressive colleges and universities across the country, we work to place these quality students in both internships and full-time positions within our state purchasing offices.

Read more “Workforce shortage? Have you considered emerging talent?”

Centralized Procurement

3 Procurement Leadership Models for the New Year

Centralization and strategic leadership continue to be focus areas for state procurement offices around the country in the new year. This article recaps key takeaways from the 2018 NASPO Annual Conference townhall session on the leading role of the state central procurement office and three existing procurement authority models: centralized, decentralized/delegated and the hybrid procurement authority models. All three models create efficiencies and savings for the state. However, the centralized procurement authority model maximizes resources and outcomes while providing increased oversight, accountability and consistent application of standards and policies statewide.

Continue reading if you are a public procurement leader looking to improve your strategy in 2019!

Read more “3 Procurement Leadership Models for the New Year”

Technology

Top Tips for Procuring Accessible Technology

Imagine trying to use a computer without a mouse. Imagine trying to watch a video without speakers. Imagine trying to type an email on your phone without being able to see the screen. These are all  examples of inaccessibility – and we can imagine how frustrating that would be. Accessible technology means that everyone can use the same technology, no matter how they need to manipulate it in order to process information.
So why is accessible technology so important to procurement?

Read more “Top Tips for Procuring Accessible Technology”

Presidential Message

NASPO President’s Message

Happy New Year, NASPO members! It is fitting that I begin my tenure as NASPO President as we turn the page on the calendar and welcome 2019. This certainly is the start of an exciting new year in my life and I am honored and humbled for the opportunity to serve as your NASPO President.

At its core, NASPO is a member services organization, and everything it does is geared toward the ultimate goal of elevating the profession of public procurement by empowering members to achieve success and nurturing the leadership potential that each of you possess.
Read more “NASPO President’s Message”

Day in the Life

A Day in the Life: Jason Soza

This week we caught up with Jason Soza, Chief Procurement Officer for the State of Alaska.
Jason has served as Alaska’s Chief Procurement Officer (CPO) since 2013. As CPO, he and his staff work to ensure understanding of and compliance with the laws and regulations that govern procurement for the State of Alaska, while also always looking for ways to do things better. Jason has nearly 20 years of experience in purchasing at all levels, from the front lines of an agency to his position now as CPO. Jason is a member and board member of NASPO and is NASPO’s President-elect for 2019.

Read more “A Day in the Life: Jason Soza”

2019 Priorities in State Procurement

NASPO Releases 2019 Top Priorities

Just released!!
Based on a ranking from state CPOs, the 2019 Top Ten Priorities and Five Horizon Issues for State Procurement reflect current nationwide priorities as well as forward-looking issues that are likely to impact state procurement.
Throughout 2019, NASPO will develop programs, conference sessions, research and publications around these important focus areas.
The two lists, Top 10 Priorities and Top 5 Horizon Issues for State Procurement, reflect current nationwide priorities as well as forward-looking issues that are likely to impact state procurement. To see the lists, click through to read more!

Read more “NASPO Releases 2019 Top Priorities”

KPIs

Meaningful KPIs in Four Easy Steps

Have you been tasked with developing Key Performance Indicators (KPIs) for your organization and don’t know where to begin? This quick primer can put you on the fast track!
We’ve all heard different variations of the phrase, “what gets measured gets done,” but how much of that is really true? What and how much of our activities do we need to measure to know whether or not we have achieved the desired results, and what changes to make moving forward?
Measuring and tracking key activities can incentivize employees to perform well and achieve success in specific areas. However, sometimes organizations can fall into the “metric trap” and drive for raw activity numbers rather than focusing on truly measuring key activities that influence their success. So how can we avoid inverse response behavior, where managers and employees end up focusing too much on numbers? Here are a few key questions you should ask before setting out on a performance measuring journey:

Read more “Meaningful KPIs in Four Easy Steps”

Michael A Jones at a podium NASPO

Reflecting on 2018

Warmest holiday greetings fellow NASPO members,
As the 2018 calendar fades into 2019 and my Presidential tenure draws to a close, this is truly a time of reflection on all that has transpired over the past year. To say it has been an historic year in the life of NASPO does not adequately capture all that has occurred over the last 12 months.
In January 2018, a small NASPO staff of nine, primarily working in Lexington, joined the executive team led by CEO Lindle Hatton. That team of dedicated staff continues to grow and develop as NASPO assumes the remaining operations of our association, including the recent alignment with our cooperative purchasing arm, NASPO ValuePoint. Beginning in 2019, NASPO will become a fully independent, standalone organization dedicated to supporting the needs of public procurement professionals across the nation.
In March, NASPO members traveled to New York City for the 2018 NASPO Exchange Conference. This unique event once again attracted a record number of state procurement professionals, suppliers, small business leaders and government stakeholders, outpacing the previous year’s record attendance by 11 percent.

Read more “Reflecting on 2018”