We have achieved 71.2% agency satisfaction across the 20 All-of-Government (AoG) and two common capability contracts. This is a slight decrease from last year’s 72.9% year’s results but exceeds our target of 70% for agency satisfaction.
Thanks to everyone who took the time to respond to our 2021 AoG agency satisfaction survey.
Overall, respondent feedback is positive and some areas for further improvement stand out. Time, cost and ‘value for money’ are significant drivers for agencies but they’d like to see more diversity in supplier panels, specifically for Māori and small business providers. Respondents are also looking for suppliers with a stronger focus on sustainable product options. They feel our website and digital tools could be more user-friendly and easier to understand and communications could be more proactive and in simple English.
We have started several branch-wide initiatives to improve the service we provide to our customers:
- Encouraging supplier diversity by filtering for Māori identifiers in the Online Panel Directory (OPD).
- Increasing the number of Māori, Pasifika and small businesses by supplying to government by including broader outcomes into our supply chain.
- Improving transparency and accountability through the release of GETS contract award data.
- Ongoing enhancements to website content and creating a consistent user experience across all of our web properties.
- 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 2.0 programme address issues highlighted in this report. The new Future of Procurement strategy will deliver an integrated e-procurement ecosystem, and high-quality data and insights.
Listening to our stakeholders is an important part of the way we work at New Zealand Government Procurement (NZGP). We run this agency satisfaction survey annually to measure our progress and performance in delivering solutions that meet agency needs and improve the way we do business.
We also use this feedback to address specific issues and to improve service delivery, customer focus and communications.
Read the full 2021 agency satisfaction survey report.