Customer Satisfaction with NSF/BFA Grantee Cash Management Section and FastLane Financial Functions

Design: Draft Grantee Customer Satisfaction Survey

Date: 13 Nov 2008 16:05:17

Page: page1
1. Please indicate the type of organization with which you are associated:(select one)
Academic Institution
For Profit Organization
Foreign Awardee
Individual Awardee
Non-Profit Organization
School District
Tribal Organization
2. Please indicate your involvement with the NSF grants process: (select all applicable)
FastLane Contact
Financial Administrator
FastLane Financial Function User
Other
Please describe:

Page: page2
3. How many active awards from NSF does your institution currently manage?
1
2-5
6 - 10
11 - 29
30 - 99
100 or more
4. Do you use online help within FastLane?
No
Yes
Did the information provided help to resolve your issue?
No
Yes

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5. What is the average time between submitting the cash request to receiving the funds in your bank
account? (select one)
1-2 days
2-3 days
3-4 days
Over 4 days
6. Does the processing time and current # of days required to deposit funds into your account pose a
problem for your organization?
No
Yes
If yes, please explain:

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7. Would your organization benefit from a next day deposit into your bank account for requested
funds?
No
Yes
If yes, please explain:

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Design: Draft Grantee Customer Satisfaction Survey

Date: 13 Nov 2008 16:05:17

8. Would your organization be interested in requesting cash on a grant-by-grant basis if the NSF
technology and business processes supported direct data entry, an electronic data upload from your
institution's financial system, and/or a spreadsheet upload feature to submit an itemized cash request
for each grant?
No
Yes
If yes, how would this type of change impact your workload?
9. Does your organization currently have the financial system capabilities to request cash on a grantby-grant basis?
No
Yes
10. Does your organization currently have the human capital resources to request cash on a grant-bygrant basis? (select one for each type)
No
Yes

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11. Would the availability of the following additional data tools benefit your organization? (select all
that may interest you)
Financial Status At-a-Glance: for each award - to provide award information, total amount authorized,
disbursements, and un-liquidated balance details with graphs and charts
Obligation Summary Report: for all awards - list of all awards, start date, expiration date, amount
authorized, FFR/FCTR disbursements, un-liquidated balance, FFR/FCTR report date, and FFR/FCTR
reporting status
Payment History
Other
Please describe:
12. Has your organization used the Federal Financial Report (FFR) for expenditure reporting?
No
If no, how can we help you with the transition?
Yes
If yes, compared to the FCTR submission process, is the FFR process..
Easier
No significant change
More difficult

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13. Has your organization been visited within the last two years by the NSF Grantee Cash Management
Section?
No
If no, would you like for us to make plans to visit your organization?
No
Yes
If you would welcome a visit, please provide:

·your name
·name of institution
·phone #
·e-mail
Yes
If yes, was the meeting helpful?
No

Design: Draft Grantee Customer Satisfaction Survey

Date: 13 Nov 2008 16:05:17

Yes

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14. Have you contacted the NSF Grantee Cash Management Section via phone or e-mail over the last
several months?
No
Yes
Were you satisfied with the response?
No
Yes
Was the representative courteous and professional?
No
Yes
Was the representative knowledgeable about your issue?
No
Yes
Did the representative resolve your issue?
No
Yes
How would you grade your overall experience requesting service?
Excellent
Very Good
Good
Fair
Poor

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15. Please provide suggestions for improving the level of communication between your organization
and your corresponding NSF Grantee Cash Management accountant:
16. Please provide suggestions on how NSF might further enhance and improve our financial functions
and operations:
17. NSF participates in professional and industry conferences including National Council of University
Research Administrators (NCURA), Society of Research Administrators (SRA), and NSF Regional
Conferences.
Please identify other conferences focusing on Financial Administrators where you think NSF grantees
would benefit from our involvement: