OGCA Award Performance Metrics
The Office of Grant and Contract Administration has been soliciting feedback since early 2013 via short surveys sent to the PI for each completed proposal and award transaction. The survey responses are confidential and monitored and reviewed for process improvements or training needs by the Directors of the Research and Engagement Offices that provide the relevant services. Responses of Dissatisfied or Very Dissatisfied are reviewed by the relevant Director and subsequently at a senior staff meeting with the Vice Chancellor for Research and Engagement. Published results are strictly statistical (see below).
The feedback that we have received, both positive and negative, has been extremely useful. We have made some very simple changes, identified areas for future changes, and worked with staff individually to improve training and service. The changes have ranged from reformatting the information in our automated emails, and providing tools for our administrators to better track proposal or award processing times. In summer 2014, we initiated a process for automatic pre-establishments of accounts for awards in a long period of negotiation, provided that the financial risk is acceptable, and that all compliance approvals are in place.
We are also developing more tracking tools to provide additional measurements of our service to the research community and developing a mechanism to electronically route PIAA's and MOU's electronically utilizing the GAMS routing and approval mechanism.