2007 Grants. gov Adobe Forms Solution
Adobe Forms Processing • Main Aspects of Forms Processing – – – Stitching Reader Extension (Assign Rights) Separating Attachments from XML Generating XML from PDF No changes to schema or XML PAGE 2
Adobe Forms Stitching • Stitching – Accomplished through custom JAVA components – – Adobe forms stored as XDP files Stitching component takes multiple XDP files and produces a single unified XDP file PAGE 3
Grants. gov 2007 System January 17, 2007 Program Advisor Update vincent. sprouls@hhs. gov
Grants. gov Agency Advisors , PAGE 29
S 2 S Update • Received over 1, 200 application • Over 80 organizations are either registered in production or are testing • For both applicant and agencies, please check your expiration of your certificate and when you need to update it, get it in at least 2 -weeks prior to expiration • Recently released guidelines for AT testing http: //www. grants. gov/assets/ATGuidelines. pdf • Will start a list serve in the very near future PAGE 30
Grants. gov 2007 System January 17, 2007 Communications michael. pellegrino@hhs. gov
Grants. gov Website • Website Update Complete by January 30, 2007 – – – Not a Re-design Revising the Site Map Refreshing Content – Feedback will be Incorporated Prior to April 1 st Launch Date • Site will be More “User Friendly” • Plan to Conduct Usability Testing in February • Grants. gov Site Survey – – – Working w/ Foresee to Revise Survey Today Anyone Can Fill out the Survey Looking for Alternatives to Survey Only Those Individuals Utilizing the Site versus “Surfing” PAGE 32
Communications • Grants. gov Communications Schedule Established – Maintains On-going Grants. gov Communications with the Grant Community – Communications Ramped Up Towards April 1 st • Communicate Grants. gov System Integration – Adobe Forms Transition – Google Search Functionality • Brochures Updated: Located on Grants. gov; Resources; Outreach Material – Overview Brochure – Registration Brochure PAGE 33
Communications • Outreach Process in Place for Requesting Grants. gov Training/Presentations – Standard Request Form Submitted to Grants. gov Michael Pellegrino michael. pellegrino@hhs. gov • Training Material Updated February PAGE 34
Reaching out to the Grants Community During FY 2006 the Grants. gov Team • Engaged more than 15, 000 individuals • Participated in over 115 separate meetings, trainings, conferences, teleconferences, and presentations • Reached stakeholders in 24 states and Washington, DC • The Grants. gov Help Desk provided the following: – Number of customers serviced: 92, 907 – Emailed responses to questions: 29, 978 PAGE 35
Contact Center December Accomplishments • December represented the best monthly performance to date for the Grants. gov Tier 1 helpdesk – – – 91% Service Level, target is 85% (SL = % of calls answered within 30 seconds) 1. 91% Abandon Rate, target is 5% (AR = % of calls that hang up before reaching a CCO, Customer Care Operator) 0. 37 minutes Average Speed of Answer (ASA = average wait time for caller to get to a CCO) PAGE 36
Contact Center December Accomplishments • Large NIH closing on 12/1/06, Tier 1 handled record call volume and positively exceeded performance targets • Launched Grants. gov phone support at Ft. Worth, TX contact center (7 CCOs) • Continued progress made on obtaining specific agency and sub-agency information from Applicants PAGE 37
December Top Contact Types PAGE 38
Agency Collaboration • Grants. gov Process in Place to Meet Surge Increase in Applications • Planning Needed Between Agency Leads and Grants. gov Program Advisers – Expected Number of Applications per Closing Essential for Planning PAGE 39
Grants. gov PMO Support • Visit website and provide feedback via support@grants. gov • 1 -800 -581 -GRANTS • Visit FAQs: http: //www. grants. gov/help/faq. jsp. • Training others on Grants. gov please contact us and we can provide assistance or materials. PAGE 40
Grants. gov 2007 System January 17, 2007 Quality Assurance & Customer Service Christopher Zeleznik Operations Lead, Grants. gov PMO christopher. zeleznik@hhs. gov
Quality Assurance • Quality Assurance Reviews Conducted to: 1. Establish Peak System Performance 2. Effectively Manage Acquisition Process and Optimize Return on Investment 3. Monitor Contractor Performance 4. Improve Level of Customer Satisfaction 5. Ensure Business Process Improvements through Customer Feedback and Analysis of System Statistics PAGE 42
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