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Update: NIB Nonprofit Agency Satisfaction

This report presents the findings of focus groups conducted with NIB-associated nonprofit agency (NPA) leadership to identify areas of improvement and opportunities for NIB. Themes include diversification of customers and offerings, advocacy, transparency, and technical support.

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Update: NIB Nonprofit Agency Satisfaction

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  1. Update: NIB Nonprofit Agency Satisfaction Presented by Matt Wieseler Director, Strategic Intelligence July 19, 2016 Not for External Distribution

  2. Background • NIB conducted focus groups of NIB-associated nonprofit agency (NPA) leadership in September 2015 • Goal of focus groups to identify what NIB is doing well and opportunities for improvement • CEO-specific focus groups also conducted in 2012, 2009 • 23 CEOs participated • 25 CEOs participated in 2012, 37 in 2009 • NPA staff-only focus groups also conducted for the first time • 19 NPA senior staff participated Not for External Distribution

  3. Methodology • Outside research firm (Rickman Research) contracted to moderate telephone-based focus groups • Six groups of NPA CEOs • Five groups of NPA staff • Groups divided into large, medium and small AbilityOne-producing NPAs based on FY 2014 annual AbilityOne sales • Large: $10 million or more • Medium: $2 million - $9.9 million • Small: less than $2 million • 35 NPAs participated across all 11 focus groups Not for External Distribution

  4. Executive Summary • Similar themes across different-sized NPAs • NPAs believe NIB’s primary role is business development • NPAs want to see broader diversification of customers and offerings • “Knowledge” is a key NPA request of NIB • Advocacy is viewed as a core NIB competency • Some consistency with 2012 and 2009 focus groups Not for External Distribution

  5. NIB Takeaways Knowledge of federal procurement process Support for getting projects on the PL Strengths Transparency Senior Management* • Solutions to address technical needs*: • Rehab engineering • Grant programs • Training More relevant communications, esp. about opportunities Opportunities for Improvement Public Policy / Advocacy* NIB staff knowledge of agencies Inability to sustain business relationships due to NIB staff turnover* Broader federal government agency reach * Also mentioned in 2012 focus groups Not for External Distribution

  6. Differences by Agency Size • Large • More self-sufficient • Higher priority on developing services jobs • Medium • Uncertain about the future due to manufacturing changes, career aspirations of their future workforce • Concerned about constituent-based challenges • Small • Concerned about budgets, viability • Most likely to feel overlooked by NIB Not for External Distribution

  7. NPA Staff Feedback Staff feedback was consistent with CEOs, while somewhat more specific: Not for External Distribution

  8. Comparison to Prior Focus Groups Several themes were consistent with the 2009 and 2012 CEO focus groups: • NIB should remain focused on its mission • NIB needs to better understand NPAs and their core competencies • NPAs desire additional business development • Advocate, but include the agencies • Continued opportunities to improve communication Not for External Distribution

  9. Next Steps NIB has already undertaken efforts to address NPA focus group concerns: Not for External Distribution

  10. Related Insight: NPA Engagement FY 2015 “producing NPA” engagement with NIB: • 80% attended 2015 National Conference • 77% nominated an Employee of the Year • 68% attended at least one other NIB forum • 68% participated in QWE • 52% applied for an NIB grant • 51% identified a project that NIB assigned in 2015 • 42% participated in the Advocates program Not for External Distribution

  11. FY 2015 NPA Engagement Breakdown *Agency Size based on reported FY 2015 AbilityOne Sales Not for External Distribution

  12. Questions? Not for External Distribution

  13. Appendix: 2015 NPA Engagement Metrics • Business Leaders Program • Business Management Training • Leaders at All Levels • Emerging Professionals • Nominated an Employee of the Year • Rehabilitation engineer visits • NPA-requested • Follow-up • NAEPB member • QWE participant • Participated in CEO / staff focus groups • Advocates program participant • Conferences and forums: • National Conference & Expo • Public Policy Forum • CFO Forum • Compliance Symposium • NIB rehab conference • AbilityOne rehab engineer training (NIB-led) • Financial assistance • Compensation & Productivity Improvement Grant • Contractor Compliance Grant • Traditional Mentoring Grant • Employment Growth loan • Critical Assistance loan • NPA-identified project assigned by NIB Not for External Distribution

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