Government Procurement Service – Customer Survey

1. Government Procurement Service – Customer Survey August 2012

2. Objectives 2 Customer Survey – Wave 1 (2012/13) • Ascertain which areas of service are most important to customers; • Gather feedback on specific category / departmental performance; • Identify customer perceptions of the service being provided; • Track performance over time; • Establish areas for potential improvement; and • Gauge overall satisfaction levels

3. Methodology 3 • Conducted on a quarterly basis using a CATI and Online dual approach; • Online methodology utilised to capture the views of Central Government customers • CATI methodology utilised to capture the views of Wider Public Sector customers • All fieldwork for Q1 was conducted between 28th May and 15th June 2012 • A total of 391 surveys successfully completed in Q1 (breakdown overleaf) • All research complied fully within the Market Research Society (MRS) ethical Code of Conduct and in accordance with the definitive standards of IQCS (Interviewer Quality Control Scheme)

4. All customers(Online & CATI)

5. 5 Overall satisfaction – all customers Very satisfied / satisfied total…. Q1 12/13 (All customers) = 79% Satisfaction with the performance of Government Procurement Service 2012/13 Base: All respondents excluding don’t know: Q4. Thinking about your overall experience of Government Procurement Service, would you say you are …

6. 6 Improvement over past year – all customers Q1 12/13 (All customers) = 43% performance improvement of Government Procurement Service over the past year. 2012/13 Base: All CG respondents and WPS respondents who have used GPS Q16a. Based on your experience, would you say that Government Procurement Service has improved what it does during the last year or so?

7. Central Government customer’s satisfaction (Online)

8. 8 Satisfaction – Central Government services Very satisfied / satisfied total…. 73% 64% 72% 73% 56% Don’t know 10% 11% 6% 9% 26% Base: Central Government respondents that have used product/service Q15b.Thinking about your overall experience of the following, using the scale very satisfied, satisfied, not very satisfied and not at all satisfied, how satisfied are you with procuring the following ...

9. 9 Satisfaction – Central Government services Very satisfied / satisfied total…. 64% 61% 65% 51% 62% Very satisfied Satisfied Not very satisfied Not at all satisfied Don’t know 20% 17% 15% 23% 22% Base: Central Government respondents that have used product/service Q15b.Thinking about your overall experience of the following, using the scale very satisfied, satisfied, not very satisfied and not at all satisfied, how satisfied are you with procuring the following ...

10. Central Government Capability Measures(Online)

11. Central Government – Capability Measure Statements 11 Strongly agree / Agree… 36% 60% 30% 45% 41% 68% 16% 25% Base: CG respondents - Quarter 1 2012/2013 = 171

12. Central Government Improvement Measures(Online)

13. Central Government – Performance Improvement Statements 13 Strength/ satisfactory total… 67% 60% 66% 66% 58% 29% Base: CG respondents - Quarter 1 2012/2013 = 171

14. Wider public sector customer’s satisfaction(CATI)

15. Satisfaction – Devolved Administration 15 Very satisfied / satisfied total…. 98% 88% 94% 86% 96% Very satisfied Satisfied Not very satisfied Not at all satisfied 0% 8% 2% 4% 0% Don’t know 2011/12 2012/13 Base : Devolved Admin WPS respondents – Quarter 1 2012/2013 Q4. Thinking about your overall experience of Government Procurement Service, would you say you are …

16. Satisfaction – Health 16 Very satisfied / satisfied total…. 90% 94% 90% 96% 84% Very satisfied Satisfied Not very satisfied Not at all satisfied Don’t know 2% 0% 4% 4% 0% 2011/12 2012/13 Base : Health WPS respondents – Quarter 1 2012/2013 Q4. Thinking about your overall experience of Government Procurement Service, would you say you are …

17. Satisfaction – Local Authorities 17 Very satisfied / satisfied total…. 82% 84% 90% 96% 88% Very satisfied Satisfied Not very satisfied Not at all satisfied 4% 4% 2% 2% 0% Don’t know 2011/12 2012/13 Base : Local Authority WPS respondents – Quarter 1 2012/2013 Q4. Thinking about your overall experience of Government Procurement Service, would you say you are …

18. Satisfaction – Emergency 18 Very satisfied / satisfied total…. 90% 95% 90% 90% 85% Very satisfied Satisfied Not very satisfied Not at all satisfied Don’t know 0% 5% 5% 5% 0% 2011/12 2012/13 Base : Emergency WPS respondents – Quarter 1 2012/2013 Q4. Thinking about your overall experience of Government Procurement Service, would you say you are … *Caution – small base

19. Satisfaction – Education 19 Very satisfied / satisfied total…. 88% 92% 84% 80% 84% Very satisfied Satisfied Not very satisfied Not at all satisfied 4% 4% 4% 4% 2% Don’t know 2011/12 2012/13 Base : Education WPS respondents – Quarter 1 2012/2013 Q4. Thinking about your overall experience of Government Procurement Service, would you say you are …

20. Wider public sector customers Capability measures(CATI)

21. Wider Public Sector – Capability Measure statements 21 Strongly agree / Agree… 65% 80% 50% 75% 65% 79% 43% 71% Base: WPS respondents - Quarter 1 2012/2013 = 220 Q5 – Q12. To what extent do you agree or disagree that .....

22. Wider public sector customers Improvement measures(CATI)

23. Wider Public Sector – Performance Improvement Statements 23 Strength/ satisfactory total… 93% 88% 81% 84% 80% 68% Base: WPS respondents - Quarter 1 2012/2013 = 220

24. 24 Improvement over past year – Wider Public Sector Improved / stayed the same total …. 76% 87% 70% 75% 78% 71% Improved significantly Slightly improved Stayed the same Slightly worse Significantly worse 8% 4% 5% 9% 11% 13% Don’t know Base: WPS respondents - Quarter 1 2012/2013 who have used GPS Q16a. Based on your experience, would you say that Government Procurement Service has improved what it does during the last year or so? *Caution – small base