2007 Grants.gov Adobe Forms Solution

04/21/23 PAGE 2

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

04/21/23 PAGE 3

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

Grants.gov 2007 SystemJanuary 17, 2007

Program Advisor Update vincent.sprouls@hhs.gov

04/21/23 PAGE 29

Grants.gov Agency Advisors

Agency Program Advisor

CNCS, DHS, DOE, DOT,

HUD, NASA, NSF, SBA, SSA

Vince Sprouls 202-720-1911

DOC, DOD, DOJ, DOL, HHS Treasury, VA

Keenon James 202-205-1168

DOED, DOI, EPA, IMLS, NARA, NEA, NEH, STATE,

USAID, USDA

Anne Lopez-Buitrago 202-205-1270

,

04/21/23 PAGE 30

S2S 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

Grants.gov 2007 SystemJanuary 17, 2007Communications

michael.pellegrino@hhs.gov

04/21/23 PAGE 32

Grants.gov Website• Website Update Complete by January 30, 2007

– Not a Re-design– Revising the Site Map– Refreshing Content

• Site will be More “User Friendly”

• Plan to Conduct Usability Testing in February– Feedback will be Incorporated Prior to April 1st

Launch Date

• 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”

04/21/23 PAGE 33

Communications• Grants.gov Communications Schedule

Established– Maintains On-going Grants.gov

Communications with the Grant Community– Communications Ramped Up Towards April 1st

• Communicate Grants.gov System Integration– Adobe Forms Transition– Google Search Functionality

• Brochures Updated: Located on Grants.gov; Resources; Outreach Material– Overview Brochure– Registration Brochure

04/21/23 PAGE 34

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

04/21/23 PAGE 35

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

04/21/23 PAGE 36

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)

04/21/23 PAGE 37

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

04/21/23 PAGE 38

December Top Contact Types

2.40%

3.14%

26.70%

18.19%

14.01%

2.33%

8.07%

0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00%

Find Grant Opportunity

General Questions

Submit Application

Complete Application

Register with CredentialProvider

Designating AORs

Downloading Application

04/21/23 PAGE 39

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

04/21/23 PAGE 40

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.

Grants.gov 2007 SystemJanuary 17, 2007

Quality Assurance & Customer ServiceChristopher Zeleznik

Operations Lead, Grants.gov PMO christopher.zeleznik@hhs.gov

04/21/23 PAGE 42

Quality Assurance

• Quality Assurance Reviews Conducted to:

• Establish Peak System Performance

• Effectively Manage Acquisition Process and Optimize Return on Investment

• Monitor Contractor Performance

• Improve Level of Customer Satisfaction

• Ensure Business Process Improvements through Customer Feedback and Analysis of System Statistics

Q&A