rogerpenna
Quite Involved in Discussions
btw, ever heard
"Public sector can only do what is explicitly allowed by law, while the private sector can do anything that is not explicitly prohibited by law."?
so our interactions with our customers are based on that. We don´t have to PLEASE the customer. In fact, trying to PLEASE the customer doing more than what the Public Bidding Process determined us to do, might be outright illegal
a contractor company that goes beyond what is required by the procurement law and its public notice can attract the attention of the Public Prosecutor's Office and other control bodies. Acting beyond what is strictly required may raise suspicions about the motivations behind these additional actions, especially in a context where transparency and compliance with regulations are crucial.
There are some reasons for suspicions and investigations:
Compliance with the Public Notice: The procurement public notice establishes specific criteria and requirements that must be followed. Any action beyond what is specified can be seen as an attempt to gain undue advantages or to corrupt the procurement process.
Fraud Precedents: There are precedents where companies offer more than necessary to influence the decision of public managers or to justify future contract addendums. This can be interpreted as an attempt at fraud or corruption.
Transparency and Equal Conditions: Procurement aims to ensure that all competitors have equal conditions. If a company does more than required, it may seem that it received privileged information or that it is trying to influence the evaluation criteria.
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Therefore, returning to the question about what can be more on top of mind than customer satisfaction
public contractors focus might shift from direct customer feedback to ensuring compliance with regulations, meeting contractual obligations, and maintaining transparency.
When discussing strategic decisions in this context, the focus might be less on traditional customer satisfaction metrics and more on how well the company aligns with legal requirements, meets the needs of public procurement, and contributes to public interest. This can make some parts of standards, like direct customer feedback, seem less immediately relevant to top management because the "customer" in public contracting isn't an individual consumer but rather a regulatory or governmental body with specific, often rigid, expectations.
In the private sector, customer satisfaction is a key driver of repeat business and customer loyalty, allowing companies to differentiate themselves by offering superior products or services, sometimes at a premium price.
However, when over 95% of your business is based on public sector and regulated by the bidding process and law, even the highest quality service doesn't guarantee future contracts if a competitor can underbid us by even a small margin. This legally mandated focus on the lowest bid can make efforts to exceed customer expectations seem less valuable because it doesn't directly influence future opportunities.
"Public sector can only do what is explicitly allowed by law, while the private sector can do anything that is not explicitly prohibited by law."?
so our interactions with our customers are based on that. We don´t have to PLEASE the customer. In fact, trying to PLEASE the customer doing more than what the Public Bidding Process determined us to do, might be outright illegal
a contractor company that goes beyond what is required by the procurement law and its public notice can attract the attention of the Public Prosecutor's Office and other control bodies. Acting beyond what is strictly required may raise suspicions about the motivations behind these additional actions, especially in a context where transparency and compliance with regulations are crucial.
There are some reasons for suspicions and investigations:
Compliance with the Public Notice: The procurement public notice establishes specific criteria and requirements that must be followed. Any action beyond what is specified can be seen as an attempt to gain undue advantages or to corrupt the procurement process.
Fraud Precedents: There are precedents where companies offer more than necessary to influence the decision of public managers or to justify future contract addendums. This can be interpreted as an attempt at fraud or corruption.
Transparency and Equal Conditions: Procurement aims to ensure that all competitors have equal conditions. If a company does more than required, it may seem that it received privileged information or that it is trying to influence the evaluation criteria.
************************************
Therefore, returning to the question about what can be more on top of mind than customer satisfaction
public contractors focus might shift from direct customer feedback to ensuring compliance with regulations, meeting contractual obligations, and maintaining transparency.
When discussing strategic decisions in this context, the focus might be less on traditional customer satisfaction metrics and more on how well the company aligns with legal requirements, meets the needs of public procurement, and contributes to public interest. This can make some parts of standards, like direct customer feedback, seem less immediately relevant to top management because the "customer" in public contracting isn't an individual consumer but rather a regulatory or governmental body with specific, often rigid, expectations.
In the private sector, customer satisfaction is a key driver of repeat business and customer loyalty, allowing companies to differentiate themselves by offering superior products or services, sometimes at a premium price.
However, when over 95% of your business is based on public sector and regulated by the bidding process and law, even the highest quality service doesn't guarantee future contracts if a competitor can underbid us by even a small margin. This legally mandated focus on the lowest bid can make efforts to exceed customer expectations seem less valuable because it doesn't directly influence future opportunities.
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