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Highlights of the 2020 All-of-Government agency satisfaction survey

Thanks to everyone who took the time to respond to our 2020 AoG agency satisfaction survey.

Listening to our stakeholders and using their feedback to inform our work programme is an important part of the way we work at New Zealand Government Procurement (NZGP). We run agency and supplier satisfaction surveys annually to measure our progress and performance in delivering solutions that meet agency needs, deliver value for suppliers and improve the way we do business.

The overall agency satisfaction increased by 2% on 2019 results to 73% and comments indicated that agencies are positive about the value AoG contracts deliver. The sentiment is that the AoG model saves agencies time and money, represents good value and makes the procurement process easy.

This year we also asked respondents to comment on how COVID-19 has affected their operations and what support we can provide for training and procurement capability development. Here are some of the findings:

  • Only 11% reported significant impact by COVID, while 22% reported no impact at all.
  • Delivery delays and inability to access products listed as main impact, while construction projects had been affected the most.
  • Skills training, market information/updates and improved access to documentation and online forms listed as key items for support.
  • Agencies are looking for benchmarking and comparative data on pricing, agency spend and savings.

We already have projects in the pipeline to address a number of the issues and findings that have been highlighted in the survey:

  • Development of e-procurement tools leading to an integrated end-to-end e-procurement service and a better experience for agencies and suppliers, including improvements to the GETS user interface.
  • Ongoing enhancements to website content and functionality, including enhancements to website search functionality.
  • Ongoing efforts to improve the way we communicate, including improving the accessibility of our content.
  • Improve transparency and accountability through the publication of an annual functional leadership report, and release of data.
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