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Government
PCG has been working with government agencies, particularly at the federal level, since the company was formed in 1980. We have a reputation of working with our government (and other) clients as collaborators and partners, being responsive and flexible, and providing individualized assistance—all with a focus on improving service to U.S. taxpayers and residents.
We have used our Net Impression® process for many government agencies, including:
Department of Veterans Affairs
- From 1998 to 2005, conducted an annual mail survey assessing veterans' satisfaction with the Compensation and Pension Claims Process, with sampling and reporting for the nation as a whole and 57 regional offices.
- Administered the Loan Guaranty Process customer satisfaction survey.
- Pretested three questionnaires on veterans' satisfaction with the Vocational Rehabilitation and Counseling Process and generated reports showing where the questionnaires were working well and where veterans had difficulty in following them.
USDA Forest Service
- Conducted customer satisfaction surveys for programs serving both residential and business customers, including Technology and Development Centers, Cooperative Fire Protection, Law Enforcement, Fish and Wildlife Partners, Fish and Wildlife End Users, State and Private Forestry Research, Timber, Recreation, Information and Education, Special Use, Specialty Forest Products, Grazing, and Oil and Gas segments.
- Designed a customer satisfaction survey system across eight programs and 56 forests; assessed implementation efforts in response to surveys; and then redesigned the survey system to align with line management plans and the emerging performance management system.
Internal Revenue Service
- Since 1998, PCG has spearheaded the agency's customer satisfaction measurement and improvement efforts, using our Net Impression® Leverage analysis to help drive operational improvements throughout the agency. Learn more about our partnership with the IRS.