Pacific Consulting Group Awarded Major Government Contract
Palo Alto, CA—July 23, 2005—The IRS awarded Pacific Consulting Group (PCG) a five-year blanket purchase agreement (BPA) contract to manage the agency's required Customer Satisfaction Surveys. This contract continues PCG's partnership with the IRS that began in 1998 to improve service through the use of "customer" data.
PCG has served as the IRS's chief customer satisfaction consultant by providing customer satisfaction measurement and improvement services to almost every division of the IRS. The IRS has since seen dramatic improvement in taxpayer services and satisfaction.
In a nomination of PCG as the IRS Small Business Partner of the Year, IRS officials stated "PCG has provided a major service to the IRS and its customers and continues to show the value of a well-run small business."
Under the new BPA, PCG will continue conducting numerous customer satisfaction projects, including a decision model for the Taxpayer Assistance Blueprint to capture customer preferences to drive budget decision-making.
About Pacific Consulting Group
Pacific Consulting Group (PCG) is a management consulting firm specializing in helping organizations improve their customers' and employees' experience and satisfaction. PCG's flagship service is the proprietary Net Impression® process, which integrates measurement and action into a strategic approach that perpetuates change. PCG's services include designing customer/employee assessment strategies, conducting qualitative research, designing and administering surveys, analyzing and prioritizing improvement targets, and action planning to turn market research into successful innovations that improve the customer/employee experience and business results.