GPO’S STRATEGIC PLAN FY2011-2015 

Customer Centric and Employee Driven 

YEARS

1861-2 011

 

 

 

 

April 2011 

I am proud to present the GPO’s FY2011-2015 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 fve years. 

For 150 years, GPO has provided our customers with world-class service and 

doing so remains our top priority. 

To that end, we have rethought and refocused our efforts, with ten goals grouped 

into four major initiatives that together will constitute our continued commitment 

for providing the best possible service to our customers. 

GPO’s FY2011-2015 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 refects 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 
 

 

 

 

 

 

Mission Statement 

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

distribute the offcial publications and information products 

of the Federal Government. 

About GPO 

With just 2,200 employees, GPO is the Federal Government’s 

primary centralized resource for producing, procuring, 

cataloging, indexing, authenticating, disseminating, and 

preserving the offcial 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 offcial 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 defne 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 signifcantly 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. 

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. 

Market Niche Competitors 

The key competitors in the publishing industry have 

developed market niches, which capitalize on their strengths 

and capabilities. This makes them signifcant 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. 
 

 

 

 

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 provide world-class customer 

service together with product innovation through a widerange of print and technology vehicles. 

n GPO is dedicated to providing products that deliver results 

and will recognize employees who exceed customers’ 

expectations. 

2011 Efforts 

1. Create and administer a Customer Service Satisfaction and 

Needs Survey. 

2. Host an Agency-wide Open House for current and new 

customers. 

3. Establish policies that are customer friendly and that show 

concern for the customer’s needs and requirements. 

4. Communicate and train employees on how to provide 

world-class service. 

5. Develop and implement a training program for the 

National Account Managers. 

6. Challenge and eliminate all ineffcient, rigid policies and 

guidelines, which impact customer satisfaction. 

7. Establish and maintain a reward mechanism for 

demonstrating a high level of customer service. 

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 effciently 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. 

2011 Efforts 

1. Drive customer satisfaction through quality production and 

on-time delivery to internal and external customers. Where 

the data is available, establish metrics for quality and 

delivery. Develop current baselines and relevant targets and 

measure performance compared to targets. For areas where 

data collection is not in place, develop a plan to capture 

that data. 

2. Conduct an independent assessment of Acquisition 

Services. 

3. Identify and document key Standard Operating Procedures 

(SOPs). Test the SOPs to ensure accuracy. Modify as 

necessary and comply with in actual use. 

4. Update marketing collateral in a clear manner to present 

GPO’s goods, services, and programs. 

5. Reach or surpass 100 million “touch points” (citizen 

interactions) through Internet, FDsys, phone, print, and 

social media channels. 

6. Enhance GPO’s social media posture and future services. 

7. Update GPO’s Inter/Intranet presence to maintain current 

and relevant status. 

8. Work with the library community to determine the most 

popular type of information requested and assist agencies 

in providing this information electronically. 

9. Implement a plan to communicate GPO transformation 

efforts. 

C. Enhance Strategic Partnerships 

Objective 

Enhance strategic partnerships to gain fexibility, build effective 

networks, and manage processes to meet customer demands 

and expectations. 

n Develop agency-wide synergies and fexibilities to 

continuously strive for quality, availability, and effciency in 

the delivery of products and services. GPO will also work to 

improve its internal culture and business process to ensure 

mutual support and growth to customers and employees. 

n GPO will continuously work on strengthening purposeful 

collaboration with internal and external customers that will 

create more effcient and effective programs and processes. 

2011 Efforts 

1. Produce quality U.S. electronic passports for the 

Department of State in a timely manner. 

2. Begin the development of in-house capabilities for e-Book 

conversions and applications. 

3. Increase the number of new GPOExpress cards issued. 

4. Prepare the central and regional teams to conduct agency 

assessment meetings. 

5. Explore and identify new cooperative and collaborative 

models of service for Federal information dissemination 

within the information community and Federal agencies. 

6. Create and/or enhance current partnerships, i.e. FedEx 

Kinko’s, Google, independent printers. 

7. Increase educational and outreach opportunities with 

Federal agencies and the American public. 

II. Strengthening Our Organizational Foundation 

A. Right Tools 

Objective 

Anticipate, plan, and equip GPO to provide products and 

services to customers. 

n In order to continue to provide quality service to customers, 

GPO must invest in employees and technology. GPO will 

focus on the creation of frst-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 Technology investments will be in direct relationship 

with GPO business goals, resulting in excellent customer 

service, strong partnerships, secure infrastructures, and costeffective performance. 

2011 Efforts 

1. Develop a Customer Services knowledge database. 

2. Update the Customer Services Standard Specifcation 

Language. 

3. Transition all remaining Library Services and Content 

Management legacy systems to new systems within the 

approved agency enterprise architecture. 

4. Continue to develop and implement the Acquisition 

Certifcation Training Program; and participate in the 

other training opportunities in Advanced Acquisition and 

Leadership. 

5. Assess requirements for development and production of 

the Composition Replacement System (CSR). 

6. Complete the production activation of the Agiliance FISMA 

Compliance and POA&M (Plan of Action and Milestones) 

automation system. 

7. Develop, produce, and distribute workforce demographics 

to management with information on the diversity of the 

workplace. 

8. Establish long-term technology goals. Create a plan that 

allocates resources in a way that furthers GPO’s future 

mission. 

B. Maintain Fiscal Responsibility 

Objective 

Utilize a cost effective and collaborative approach in managing 

GPO’s Business Systems to help the agency achieve its strategic 

initiatives and ensure continued fnancial stability. 

2011 Efforts 

1. Implement a strategy to reduce charge-backs and maintain 

volume at an acceptable level. 

2. Develop and implement an accounting/fnance write off 

hierarchy of approvals at various dollar levels up through 

the Chief Financial Offcer and the Public Printer for 

charge-backs, credit issuances, and other receivables. 

3. Establish long-term technology goals. Create a plan that 

allocates resources in a way that furthers GPO’s future 

mission 

4. Reduce overtime and materials and supplies expenses as 

compared to FY2010. 

5. Prepare a 5-year plan for major capital projects required at 

GPO in order to save on utilities costs, while maintaining 

the building, electrical, and mechanical systems. Include 

cost estimates for budget planning and realistic timelines 

for achieving projects. 

6. Collaborate with Business and Support Units to develop 

and execute acquisition strategies for key agency initiatives; 

i.e. passport, FDsys, Composition System Replacement, 

mainframe migration, Oracle, etc. 

7. Develop and implement a process to approve, track, 

and report details of work completed by individuals on 

approved overtime. 

8. Maintain GPO’s Balanced Scorecard as a way to measure 

progress towards strategic goals. 

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. 

2011 Efforts 

1. Maintain focus on improving environmental compliance 

and workforce safety. 

2. Direct and manage the identifcation and rank ordering 

(risk analysis) of the top safety and environmental risks for 

GPO. 

3. Systematically manage environmental programs to strive 

for continual improvement and compliance with applicable 

regulations and policies. 

4. Foster environmental stewardship at all levels within the 

organization and enhance green initiatives, materials, and 

energy effciencies. 

5. Engage business partners to support GPO’s environmental 

commitment. 

6. Recognize and take advantage of opportunities to derive 

business value from improved environmental performance. 

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. 

2011 Efforts 

1. Establish FDsys Continuity of Operations (COOP). 

2. Complete agency-wide COOP plans and documentation. 

3. Complete agency-wide COOP training at all levels. 
 

 

 

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 fulfll its mission. 

n Determine and pursue eligible work not being handled by 

GPO. 

n Aggressively market GPO goods and services. 

2011 Efforts 

1. Survey Congressional and Federal agency customers to 

ensure they are utilizing GPO for appropriate products and 

services. 

2. Develop an FDsys Business Services Model. 

3. Work with Information Technology and Systems to defne 

operational roles and responsibilities for the operation of 

FDsys. 

4. Provide IT Security support for the completion of 

increments of FDsys in FY2011. 

5. Complete a white paper on the authenticity of Electronic 

Federal Government Publications. 

6. Develop an acquisition strategy for the Offce of the Federal 

Register (OFR) eDOCS. 

7. Work with OFR to establish the Vision document for the 

eCFR (electronic Code of Federal Regulations). 

8. Increase educational and outreach opportunities with 

Federal agencies and the American public. 

9. Research and defne necessary changes to the existing U.S. 

Title 44 U.S.C. that will provide cost effciencies without 

decreasing the overall mission and quality of products that 

are critical to Keeping America Informed. 

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 

credential designing, manufacturing, printing, personalization, 

shipping, and fulfllment. Security and Intelligent Documents 

operations are committed to development of the following 

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

Infrastructure (PKI) Certifcates, and traditional security 

printing. 

2011 Efforts 

1. Safety will always be the number one priority in Security 

and Intelligent Documents. Retain ISO9000 certifcation at 

both Production sites. 

2. Complete the testing and evaluation procurement actions 

for new passport cover stock. 

3. Grow the revenue from the Smart Card product lines. 

4. Pursue new processes, equipment, and techniques that 

enhance offerings to Federal agency customers in the areas 

of secure credential design, materials selection, security 

printing, personalization, and delivery. 

5. Perform pre-award security surveys and security assurance 

reviews in support of e-Passport operations. 

IV. Engaging Our Workforce 

A. Employer of Choice 

Objective 

Transform GPO into an employer of choice through 

workforce planning 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. 

2011 Efforts 

1. Improve the accuracy and timeliness of contract 

preparation and award. 

2. Improve Human Capital (HC) customer service for GPO 

employees. 

3. Increase accuracy rates and timeliness for HC data entry 

and reporting. 

4. Develop and implement a manpower management process 

into HC. 

5. Implement employee and supervisory focus group meetings 

to obtain input from the workforce. 

6. Produce a series of informational materials on the various 

aspects of the EEO Program and update the EEO intranet 

site to communicate information to supervisors and 

employees. 

7. Conduct an extensive 10-year trend analysis of complaints. 

8. Conduct meetings with management to discuss issues and 

concerns, to provide information on the EEO Program, 

to give data related to the various business units, and to 

obtain input that will assist in developing strategies to 

improve the EEO Program for GPO. 

9. Make sure GPO’s compensation and performance 

management systems are fair and unbiased and promote 

workforce excellence. 

10. Establish a system for the resolution of employee concerns. 

11. Improve compensation and performance management 

systems. 
 

 

 

The services of the U.S. Government Printing Office provide 

a unique value to the Federal community and the taxpayer. 

With just 2,200 employees, GPO is the Federal Government’s primary centralized resource 

for producing, procuring, cataloging, indexing, authenticating, disseminating, and 

preserving the offcial 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 offcial 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. 

7 3 2 N o r t h C a p i t o l S t r e e t N W, Wa s h i n g t o n , D C 2 0 4 0 1 - 0 0 0 1