GPO’S STRATEGIC PLAN FY2012-2016

Customer Centric and Employee Driven

KEEPING AMERICA INFORMED

November 2011

I am proud to present the GPO’s FY2012-2016 Strategic Plan. This plan is our 

blueprint for the future and provides the goals and initiatives by which GPO will 

carry out its mission of Keeping America Informed for the next five years. For 150 

years, GPO has provided our customers with world-class service and doing so 

remains our top priority.

In August 2011, there was an offsite strategic planning meeting where senior 

managers discussed key efforts that will be required in FY2012-2016 to make our 

vision a reality. To that end, we are committed to focusing our efforts on meeting 

ten goals which are grouped into four major initiatives that will ensure we provide 

the best possible service to our customers. 

GPO’s FY2012-2016 Strategic Goals, sorted by four major initiatives, are as follows:

Satisfying Your Stakeholders

n It’s All About the Customer

n Open and Transparent

n Enhance Strategic Partnerships

Strengthening Our Organizational Foundation

n Right Tools

n Maintain Fiscal Responsibility

n Environmental Stewardship

n COOP Operations

Offering Products and Services

n Statutory Foundation, Title 44, USC

n Secure Federal Credentials

Engaging Our Workforce

n Employer of Choice

GPO is committed to a strategic management framework that promotes 

continuous assessment and improvement year after year. The framework focuses 

on strategic planning, budgeting, performance measurement, and operations. 

This plan also reflects the professionalism and hard work of GPO employees who 

tirelessly exceed all expectations in Keeping America Informed.

William J. Boarman

Public Printer of the United States
2 GPO’S STRATEGIC PLAN FY2012-2016

Mission Statement

The mission of GPO is to produce, protect, preserve, and 

distribute the official publications and information products of 

the Federal Government. 

About GPO

GPO is the Federal Government’s primary centralized resource 

for producing, procuring, cataloging, indexing, authenticating, 

disseminating, and preserving the official information products 

of the U.S. Government in digital and tangible forms. The 

agency is responsible for the production and distribution of 

information products for all three branches of the Federal 

Government, including U.S. passports for the Department of 

State as well as the official publications of Congress, the White 

House and other Federal agencies, and the courts.

Along with sales of publications in digital and tangible 

formats to the public, GPO supports openness and 

transparency in Government by providing permanent public 

access to Federal Government information at no charge 

through its Federal Digital System (www.fdsys.gov) and 

through partnerships with approximately 1,220 libraries 

nationwide participating in the Federal Depository Library 

Program.

For more information, please visit www.gpo.gov. 

Follow GPO on Twitter twitter.com/USGPO, YouTube 

www.youtube.com/user/gpoprinter, and Facebook 

www.facebook.com/usgpo.

Core Values

GPO’s core values define our character. These values transcend 

product and market cycles, management trends, technological 

change, and individual leaders. Over the years, GPO has 

developed new product lines, employed new strategies, 

reengineered processes, and significantly restructured the 

organization, yet our core values have remained intact.

Commitment 

GPO has had the privilege of Keeping America Informed for 

150 years. It continues that long tradition by providing an 

uncompromised dedication to authentic, fast, and reliable 

service.

Customer Service 

GPO has adopted a customer-centric approach and has agencywide procedures, policies, and activities in place to ensure they 

are meeting customers’ needs and exceeding their expectations.

Dependability 

GPO keeps its promises. GPO is a trusted source of Federal 

information and works to deliver quality goods and services on 

time.

Diversity 

GPO is dedicated to diversity in every aspect of its business. 

It’s commitment to diversity helps serve customers better 

and provides a positive work environment for employees. 

GPO is committed to promoting and supporting an inclusive 

environment that provides all employees the chance to work to 

their full potential.

Integrity 

GPO has the courage to do what’s right. GPO’s employees 

believe that honesty and the highest ethics form the 

cornerstone of the organization and create an environment 

of trust.

Teamwork

GPO employees treat one another with dignity and respect 

and communicate openly. GPO’s environment fosters 

collaboration and innovation while maintaining individual 

accountability. The agency partners with the Government and 

the private sector to provide the best value to customers.

Vision

To engage the talents and expertise of the workforce in offering 

a complete range of Government documents and services and 

treat customers extraordinarily well.

Situational Analysis

GPO is facing the following trends that have direct impact 

on its business model, requiring it to transform itself and 

aggressively posture itself for the future.

Digital Documents

Approximately 97% of all U.S. Government documents are 

now born digital, published to the Web, and will never be 

printed by the Federal Government. Internet and Intranet 

search are the preferred methods for obtaining information.

Changing Business Model

GPO’s traditional business model of agency payments for 

tangible printing products and services is impacted by the 

trend toward an open and transparent Government in which 

information is available for free. 

Market Niche Competitors

The key competitors in the publishing industry have 

developed market niches, which capitalize on their strengths 

and capabilities. This makes them significant players in their 

particular marketing space.

Transition Workforce

The workforce is in transition because of changing 

demographics and required skill sets. Therefore, succession 

planning initiatives will be required to enable GPO to become 

an Employer of Choice.

Financial Pressures

Financial pressures and the need to generate a positive 

contribution margin will continue to impact strategic 

decisions, requiring human and capital investments to be 

aligned with appropriate return-on-investment criteria.

Title 44 U.S.C.

Title 44 U.S.C. rules and regulations may require review 

as GPO undergoes a transformation in an attempt to 

accommodate and respond to government trends.
GPO’S STRATEGIC PLAN FY2012-2016 3

I. Satisfying Our Stakeholders

A. It’s all About the Customer

Objective 

Create an internal organizational culture in which exceptional 

service, delivery, and customer satisfaction are encouraged and 

rewarded.

n GPO will work to understand, anticipate, and meet 

the needs of customers. GPO will deliver products and 

provide world-class customer service together with product 

innovation through a wide-range of print and technology 

vehicles.

n GPO will recognize employees who exceed customers’ 

expectations.

2012 Efforts

1. Customer Satisfaction Survey – identify and 

implement recommendations from 2011 survey

2. Customer Service Training – train GPO employees on 

best practices in customer service

3. Product/Service Development – develop new and 

enhance existing products and systems to meet print and 

digital customer requirements

4. Reward Mechanism – reward employees for 

demonstrating high level of service and promote successes

5. Sales and Marketing Outreach – develop coordinated 

outreach strategies to understand customer requirements 

and educate customers

B. Open and Transparent 

Objective 

Build on GPO’s 150-year commitment to be an open and 

transparent Government.

n GPO will continue to provide authentic information to the 

American public through a variety of print and technology 

vehicles efficiently and securely. 

n GPO will become a key innovator and leader in the 

Presidential mandate of transparency (White House Open 

Government Initiative). Realizing that participation, 

and collaboration form the cornerstone of an open 

government, GPO will utilize all available technology to 

assist Federal agencies in disseminating information about 

their operations in a fast, secure, and permanent manner.

2012 Efforts

1. Digital Expertise – continue development of digital 

platforms

2. Employee Communication – develop strategies to 

improve communication among employees

3. FDLP – enhance communication efforts with Library 

community

4. FDSYS – enhance functionality 

5. ISO 9000 Certification – agency will explore 

applicability for additional business units

6. Marketing Collateral – update all material and develop 

consistent branding

7. Metric Reporting – where available, develop baseline 

targets and quality/production metrics

8. Social Media – develop and utilize channels to market 

GPO products and services

9. Web Property Management – implement process to 

manage internet/intranet presence

C. Enhance Strategic Partnerships

Objective 

Enhance strategic partnerships to gain flexibility, build effective 

networks, and manage processes to meet customer demands 

and expectations.

n GPO will continuously work on strengthening purposeful 

collaboration with internal and external customers that will 

create more efficient and effective programs and processes.

n Develop agency-wide synergies and flexibilities to 

continuously strive for quality, availability, and efficiency in 

the delivery of products and services.

2012 Efforts

1. EBook Vendors – convert publications to ebooks to 

maximize information dissemination

2. FEDEX Office – successfully market GPOExpress program

3. Independent Printers – collaborate with printers to 

improve bid opportunities

4. Library Community – develop strategies to enhance 

relationship 

5. Outreach Opportunities – develop strategies to increase 

educational and sales opportunities

6. State Department – produce quality US electronic 

passports

II. Strengthening Our Organizational Foundation

A. Right Tools

Objective 

In order to continue to provide quality service to customers, 

GPO must invest in employees and technology. GPO will 

anticipate, plan, equip and train GPO employees to provide 

products and services to internal and external customers.

n GPO will focus on the creation of first-rate, system-wide 

solutions that meet customer requirements and exceed 

customer expectations. GPO will continue to improve 

processes and technology to ensure that solutions are 

scalable, available, cost-effective, and secure.

n GPO will train employees and meet customer service 

requirements, leadership and the shift to a digital 

environment. 

n Technology investments will be in direct relationship 

with GPO business goals, for the creation of system-wide 

solutions resulting in excellent customer service, strong 

partnerships, secure infrastructures, and cost-effective 

performance.
4 GPO’S STRATEGIC PLAN FY2012-2016

2012 Efforts

1. Asset Management – develop and implement an asset 

portfolio management strategy

2. Business Unit Workforce Plan – implement plan 

developed as a result of 2011 buyout

3. Ebook Conversion – develop in-house capabilities

5. Training – develop and implement training programs to 

ensure staff can meet changing customer requirements

4. Retire Legacy Systems – develop comprehensive plan to 

replace inefficient Legacy systems

6. Technology Plans – establish short and long term 

technology goals that support GPO’s mission

B. Maintain Fiscal Responsibility

Objective 

GPO’s Strategic Investment Committee (SIC) will utilize a 

cost-effective and collaborative approach in managing GPO’s 

Business Systems to help the agency achieve its strategic 

initiatives and ensure continued financial stability. 

2012 Efforts

1. Business Unit Workforce Plan – implement plan to 

ensure reduction in staff and compliance with government 

wide supervisor/employee ratio

2. ChargeBacks – Continue strategy to reduce chargebacks 

and maintain volume at an acceptable level

3. Expense Reductions – continue to reduce overtime, 

materials, and supplies expenses

4. Strategic Investments – prepare a five year major capital 

plan which addresses GPO mission while maintaining 

appropriate cost reduction strategies

C. Environmental Stewardship

Objective

Continue to integrate the application of environmental values 

into GPO processes and support environmental stewardship 

through effective implementation of green initiatives.

n GPO will continue to introduce programs that include 

recycling, reducing energy consumption, reducing GPO’s 

carbon footprint, and provide Federal customers with 

environmentally-friendly printing and information product 

alternatives.

n GPO will continue to prioritize agency actions based on 

return on investment. GPO will continue with initiatives 

regarding paper consumption, petroleum products 

utilization, energy expenditures, emissions, and other areas 

that have reduced its footprint on the environment. GPO 

is developing additional plans to incorporate this direction 

well into the future.

2012 Efforts

1. Environmental Compliance – maintain focus on 

improving compliance and workforce safety

2. Risk Analysis – direct and manage the identification and 

rank ordering of the top safety and environmental risks 

D. COOP Operations

Objective 

Develop appropriate plans to provide for the continuation of 

GPO’s essential functions and operations during a wide range 

of all-hazards emergencies.

 At GPO, COOP enables continuation of essential functions 

of Government printing and passport production operations 

for Congress, Federal agencies, and the State Department in 

the event of a national security or isolated emergency affecting 

GPO facilities in Washington, DC. GPO’s business continuity 

plan assures the ability for GPO to publish congressional 

documents, the Congressional Record, the Federal Register, and 

the production of U.S. passports.

2012 Efforts

1. Complete agency wide COOP plans and documentation

2. Complete agency wide COOP Training at all levels 

3. Update and maintain FDSys COOP

III. Offering Products and Services

A. Statutory Foundation - Title 44 U.S.C.

Objective

Increase the volume of documents distributed and preserved 

by the agency to fulfill its mission.

n Determine and pursue eligible work not being handled by 

GPO.

n Aggressively market GPO goods and services.

2012 Efforts

1. FDSys – develop business and revenue model

2. Title 44 Law – research and define necessary changes that 

will provide cost efficiencies without compromising GPO 

mission

B. Secure Federal Credentials

Objective

Position GPO as a provider of choice for secure Federal 

credentials for the Federal Government.

GPO is a trusted leader of identity products including 

passports, ID cards, secure credentials, and immigration 

documents. The agency works with the Departments of State, 

Defense, and Homeland Security, and agencies such as the 

Federal Bureau of Investigation to overcome security challenges 

related to credentials and other Government documents. GPO 

offers many secure credential products and services including 
GPO’S STRATEGIC PLAN FY2012-2016

5

credential designing, manufacturing, printing, personalization, 

shipping, and fulfillment. Security and Intelligent Documents 

operations are committed to development of the following 

four product areas: e-Passport, e-ID, Smartcard Public Key 

Infrastructure (PKI) Certificates, and traditional security 

printing.

2012 Efforts

1. Enhanced Offerings – pursue new processes, equipment, 

and techniques to meet customer requirements

2. ISO 9000 Certification – retain certification at both sites

3. Smart Card Product Lines – offer new products and 

increase revenue from existing product line

IV. Engaging Our Workforce

A. Employer of Choice

Objective 

Transform GPO into an employer of choice through developed 

business workforce plans that focuses on diversity and 

fostering work life programs to meet the changing needs of 

today’s and tomorrow’s employees. n GPO’s ability to be viewed as an employer of choice 

depends on the agency’s ability to develop and attract 

quality employees and to motivate them to perform at high 

levels. GPO will work to maintain an environment that is 

fair, unbiased, and family-friendly, and that promotes and 

values opportunity and inclusiveness.

n Attracting and keeping high-caliber employees and 

cultivating a talented, diverse workforce will allow GPO 

to tackle the challenges posed by an increasingly complex, 

ever-changing external environment. GPO is committed to 

treating all employees fairly, respecting their diversity, and 

valuing their contributions.

2012 Efforts

1. Compensation and Performance Management – 

review and update processes as needed

2. Core Commitments – demonstrate support of core 

commitments through active participation in diversity and 

work life programs

3. EEO Case Resolution – explore alternate solutions to 

resolve employee discrimination complaints

4. Employee Suggestion Program – implement a 

program to ensure continual feedback 

5. Training – develop and implement training programs to 

ensure staff can meet changing customer requirements
The services of the U.S. Government Printing Office provide 

a unique value to the Federal community and the taxpayer.

GPO is the Federal Government’s primary centralized resource for producing, procuring, 

cataloging, indexing, authenticating, disseminating, and preserving the official information 

products of the U.S. Government in digital and tangible forms. The agency is responsible for 

the production and distribution of information products for all three branches of the Federal 

Government, including U.S. passports for the Department of State as well as the official 

publications of Congress, the White House and other Federal agencies, and the courts.

Along with sales of publications in digital and tangible formats to the public, GPO supports 

openness and transparency in Government by providing permanent public access to 

Federal Government information at no charge through its Federal Digital System (FDsys) 

www.fdsys.gov and through partnerships with approximately 1,220 libraries nationwide 

participating in the Federal Depository Library Program.

For more information, please visit www.gpo.gov. 

Follow GPO on Twitter twitter.com/USGPO, YouTube www.youtube.com/user/

gpoprinter, and Facebook www.facebook.com/usgpo.

732 North Capitol Street NW, Washington, DC 20401-0001

)

YEARS

1861-2 011