2007 Grants.gov Adobe Forms Solution

9/19/2015 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

9/19/2015 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 System January 17, 2007 Program Advisor Update

9/19/2015 PAGE 29 Grants.gov Agency Advisors,

9/19/2015 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 Will start a list serve in the very near future

Grants.gov 2007 System January 17, 2007 Communications

9/19/2015 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 1 st 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”

9/19/2015 PAGE 33 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

9/19/2015 PAGE 34 Communications Outreach Process in Place for Requesting Grants.gov Training/Presentations – Standard Request Form Submitted to Grants.gov Michael Pellegrino Training Material Updated February

9/19/2015 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 – ed responses to questions: 29,978

9/19/2015 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)

9/19/2015 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

9/19/2015 PAGE 38 December Top Contact Types

9/19/2015 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

9/19/2015 PAGE 40 Grants.gov PMO Support Visit website and provide feedback via GRANTS Visit FAQs: Training others on Grants.gov please contact us and we can provide assistance or materials.

Grants.gov 2007 System January 17, 2007 Quality Assurance & Customer Service Christopher Zeleznik Operations Lead, Grants.gov PMO

9/19/2015 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

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