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Annual Public Agency Satisfaction Survey Overview and Findings (2003-2005)

This document outlines the Public Agency Satisfaction Survey (PASS), developed by the NIGP Research Committee, and conducted from 2003 to 2005. It includes a mix of objective and open-ended questions to evaluate responses from city personnel who interact with the purchasing division. The response rate improved from 23% in 2003 to 29.5% in 2004, highlighting trends in satisfaction regarding procurement projects, communication, professionalism, and overall value. The feedback serves as a critical performance indicator for the Department of Procurement and Supply Management.

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Annual Public Agency Satisfaction Survey Overview and Findings (2003-2005)

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  1. Public Agency Satisfaction Survey (PASS) Developed by the NIGP Research Committee Tested in 2002 Performed in 2003 & 2004 Currently underway for 2005 16 Objective and 14 open-end questions Database for comparison

  2. RESPONSE RATE • SURVEY EMAILED TO 200 CITY PERSONNEL WHO DEAL REGULARLY WITH PURCHASING DIVISION • 46 RESPONSES (23%) IN 2003 • 59 RESPONSES (29.5%) IN 2004

  3. Example from the 2003 Survey

  4. Example from the 2004 Survey

  5. Example from the 2003 Survey

  6. Example from the 2004 Survey

  7. Example from the 2004 Survey

  8. Example from the 2004 Survey

  9. Immediate Feedback Survey Tool • Specific Procurement Project • Same Satisfaction Measures • Responsiveness • Communication • Professionalism • Quality • Value • Stake Holders

  10. SAMPLE SURVEY

  11. Budget Performance Indicator Survey results are used as a DPSM performance indicator

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