We have achieved 70% agency satisfaction across the 20 All-of-Government (AoG) and two common capability contracts. This meets our target of 70% for agency satisfaction and a slight decrease from last year’s 71%.
Thanks to everyone who took the time to respond to our agency satisfaction survey.
Overall, respondent feedback is positive and the AoG model continues to save agencies time and money, represents good value and makes the procurement process easy. It also allows agencies to participate in contracts they don’t have the resources to set-up themselves and reduces risk and sourcing time.
Some areas for further improvement stand out. Respondents feel that supplier panels should include more Māori and Pasifika owned- businesses, and small businesses. Digital tools could be more user-friendly through optimised site searches and filters to drill down on product/service offerings, prices, discounts and customer satisfaction scores with suppliers. Our digital road map addresses many of these issues.
The consistent finding across all responses was the need for less complexity (in contracts and in engagement) and simpler written communication that are pro-active, clear, targeted and in simple English.
We have initiatives underway to improve the service we provide to our customers. These include:
- Supporting initiatives to increase the number of Māori, Pasifika and small businesses supplying to government by including broader outcomes into our supply chain.
- Delivery of e-procurement tools creating an ecosystem that makes it easier for government and suppliers to do business.
- Ongoing efforts to improve the way we communicate, including improving the accessibility of our content.
- A push for better engagement with agencies to better understand their needs and tailor relevant solutions.
As well as this, initiatives underway as part of the procurement for the future programme address issues highlighted in this report, and deliver an integrated e-procurement ecosystem, and high-quality data and insights.
At New Zealand Government Procurement (NZGP) we listen to our stakeholders and use their feedback to inform our priorities. This survey is one of the ways we collect data to measure our progress and performance in delivering AoG contracts. This feedback helps us deliver solutions that meet agency needs and shape our priorities and improve the way we do business.
The survey results inform our planning and the strategy of the respective business units to improve service delivery, customer focus and communications.
Read the full 2022 agency satisfaction survey report.