A huge thanks to everyone who took the time to respond to our 2021 Government Property Group (GPG) agency satisfaction survey. We really appreciate you taking the time to share your thoughts with us.
The overall agency satisfaction with the quality of service was below the set target of 70%, and it definitely does not reflect where we want to be.
Agencies are generally satisfied with the relationship management and engagement with GPG, and feel we have good working relationships, but it was clear that agencies are looking to GPG to take a more active leadership role.
There is a view that GPG is under-resourced and agencies want the level of interaction and direction to be stronger. They feel that GPG need to provide better solutions, services and outcomes and are particularly looking for guidance and advice on policy issues, improvement in systems, and general support in training and improving agency capabilities. They also feel that GPG should continue to provide support for agencies especially those with limited experience and knowledge in the property space.
We have a number of initiatives underway that will improve the services we provide to agencies (these are outlined in the report) and we are also planning a few workshops in the new year to gain a deeper understanding of agency needs and help inform our strategic direction. You can read the detailed results below: