Presentation Transcript

1. Purchasing, Customer Service and BenchmarkingMichelle del ValleAssistant City Manager
2. Purchasing Who are our Customers? Internal Customers Vendors How do we measure? Florida Benchmarking Surveys
3. Benchmarking Input and Output Measures Total operating expenditures, FTE’s (purchasing and organization) Purchasing dollar volume, credit card purchasing volume, % total centralized purchasing,#of solicitations issued, # of PO’s issued
4. Benchmarking What do we learn? How our operation stacks up How to set realistic goals Who’s brain to pick for best practices
5. Benchmarking Goal – More transactions on P-Card WP’s p-card spend $6.7M; or 4.3% Rebate Check $89K Lessons from Coral Springs
6. Benchmarking Goal – More transactions on P-Card WP’s PO’s 2,407 Coral Springs utilizes very few PO’s Who’s using e-payable; ask more questions
7. Suggestions – FBC
8. Customer Service Satisfaction Internal Customer Survey Survey issued in August 2012 via SurveyMonkey; sent to all city employees; 7.5% response rate Overall satisfaction; 97.3% ES&S Accessibility; 94.6% ES&S Quality of goods and services; 100% ES&S
9. Customer Service Satisfaction General Comments Difficult to place clothing orders Quote threshold too low Great Job; A+
10. Customer Service Satisfaction External Customer Survey Survey issued in March 2013 via SurveyMonkey; sent to all vendors; 10.6% response rate Satisfaction with VendorLink; 91.8% ES&S Satisfaction with payment process; 60.9% DK Satisfaction with solicitation documents; 88.8% ES&S
11. Customer Service Satisfaction General Comments Bid requirements too narrow High and low bid should be eliminated Move away from faxes
12. Summary Benchmarking is a very helpful tool Combining FBC data with other tools/goals specific to your agency strengthens management decisions Continuing to share information and data and introducing more efficiency/outcome measurements will only further the FBC efforts.