Tag: Procurement office

Agency Relations & Customer Service

New Year’s Resolution: Boosting Your Office’s Customer Service  

  A high-quality customer service relationship with stakeholders is vital to organizational success, especially in public procurement. Providing exceptional customer service to all agency stakeholders is not only the right thing to do, but it builds new relationships and strengthens current relationships that will set your office up for success.
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Procurement Office Development

Student Recruitment: An Interview with Michelle Luong

We had a chance to speak with Michelle Luong, a senior at Penn State University, majoring in Supply Chain & Information Systems with a minor in Information Systems Management. She has completed one co-op at Kimberly-Clark and two summer internships at Bank of America (all within procurement) throughout her time at Penn State. We met  Michelle at this year’s NASPO Annual Conference, and we were so captivated by her insight and conversation that we interviewed her on student recruitment into public procurement. The following is part one of our conversation with Michelle on how state procurement offices can better recruit students.  

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Professional Development

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” →