Customer Relations Program and Biennial Survey Results

In response to concerns raised by the Depository Library Council as well as the community for an objective evaluation of the needs of libraries within the Federal Depository Library Program, the U.S. Government Printing Office contracted with Outsell, Inc. to conduct a combined series of surveys as part of a Customer Relations Program (CRP). These surveys consisted of a Segmentation Survey and Needs Assessment Survey. The Needs Assessment Survey was incorporated into the 2009 Biennial Survey.

The goals of the CRP are to:

• Identify needed improvements in services for and communication with Federal depository libraries, address identified needs, and use quantitative metrics for success measures.
• Identify, report on, and address needed improvements in business processes that support services provided to Federal depository libraries.

View the final report from Segmentation and Needs Assessment surveys along with breakout reports by library segment (e.g., academic, Federal, public, and state).

Based on the outcomes reported, GPO will work to better serve depository library needs based upon unique characteristics (e.g., library segment) and data analysis as part of GPO's efforts to strengthen collaborative relationship with depository libraries.