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Voluntary Partner Surveys to Implement Executive Order 12862 in the Health Resources and Services Administration

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OFAM Customer Satisfaction Survey

OMB: 0915-0212

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OFAM’s Grants Management Customer Survey
1. OFAM’s 2012 Grants Management Customer Survey

 

Form Approved 
OMB No. 0915­0212  
Exp. Date 8/31/2012 
 
 
 
 
The Health Resources and Services Administration’s (HRSA) Office of Federal Assistance Management (OFAM) is 
conducting this survey to assess the overall performance of our grants management function. We need your input to 
assess how we are doing in providing grants management services to applicants and recipients. 
 
OFAM consists of four Divisions: The Division of Financial Integrity (DFI), the Division of Grants Management Operations 
(DGMO), the Division of Grants Policy (DGP), and the Division of Independent Review (DIR). OFAM’s Associate 
Administrator reports directly to the HRSA Administrator and serves as the Chief Grants Management Officer (CGMO) for 
HRSA.  
 
This survey is being sent to HRSA’s grant recipient organizations. Survey participants include Grants Administrators, 
Business Officers, Project Directors, and Principal Investigators. You were selected to participate because of your 
involvement in the business management, and or administration of one or more grant projects funded by HRSA. 
 
Please answer this survey based on your experience with the performance of OFAM during the past 12 to 18 months. If 
you wish, you may use the “Comments” section to further elaborate on any answer. Answer the questions only in the 
context of discretionary grants and cooperative agreements. 
 
Your response will have no impact on eligibility for, or receipt of, future services or funding. 
 
Your cooperation is greatly appreciated and will assist OFAM in assessing the overall performance of its grants 
management function, thus enabling us to ensure that we are providing effective customer service and identifying any 
areas needing improvement for the future.  
 
 
******************************************************************************************************************************************************
Public Burden Statement: An agency may not conduct or sponsor, and a person is not required to respond to, a 
collection of information unless it displays a currently valid OMB control number. The OMB control number for this project 
is 0915­0212. Public reporting burden for this collection of information is estimated to average 6 minutes per response, 
including the time for reviewing instructions, searching existing data sources, and completing and reviewing the collection 
of information. Send comments regarding this burden estimate or any other aspect of this collection of information, 
including suggestions for reducing this burden, to: HRSA Reports Clearance Officer, 5600 Fishers Lane, Room 10­29, 
Rockville, MD 20857. 

 

Page 1

OFAM’s Grants Management Customer Survey
2. OFAM's Grants Management Customer Survey

 

 
Form Approved 
OMB No. 0915­0212  
Exp. Date 8/31/2012 
 

*1. To what extent are you satisfied or dissatisfied with the overall performance of

HRSA’s Grants Management Office, OFAM?
j Very Satisfied
k
l
m
n
j Satisfied
k
l
m
n

 

 

j Somewhat Satisfied and Somewhat Dissatisfied
k
l
m
n
j Dissatisfied
k
l
m
n

 

 

j Very Dissatisfied
k
l
m
n
j Not Applicable
k
l
m
n

 

 

Comments: 

5

6

*2. To what extent do you agree or disagree that HRSA’s Grants Management Office

OFAM, provides customer service/cooperation in the following areas?

Responds promptly to 

Sometimes 

Sometimes 

Agree

Disagree

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
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m
n

j
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j
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j
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j
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j
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j
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n

j
k
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n

Strongly Agree

Agree

j
k
l
m
n

Disagree

Strongly 
Disagree

Not Applicable

inquiries (by telephone, e­
mail)
Provides consistent and 
accurate advice and 
assistance
Treats you courteously and 
professionally
Comments: 

5

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Page 2

OFAM’s Grants Management Customer Survey

*3. To what extent do you agree or disagree with the following statements regarding

OFAM’s role in grants management policies and procedures?

Grants management policies 

Sometimes 

Sometimes 

Agree

Disagree

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
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m
n

j
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j
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j
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j
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j
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j
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j
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j
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j
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j
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j
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j
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Strongly Agree

Agree

j
k
l
m
n

Disagree

Strongly 
Disagree

Not Applicable

and procedures are made 
readily available to grant 
applicants and recipients 
(e.g., Grant Making Process)
Technical Assistance (TA) to 
Applicants and Grantees is 
readily available and helpful
Grants management/policy 
staff assist applicants and 
recipients in the 
interpretation of grants 
management policies and 
procedures
OFAM uses effective tools 
(e.g., automation, internet) to 
make the grants process 
easier
Comments: 

5

6

4. To what extent do you agree or disagree that OFAM ensures that the application
process employs up­to­date technology to make the application process easy and
efficient?
j Strongly Agree
k
l
m
n
j Agree
k
l
m
n

 

 

j Sometimes Agree
k
l
m
n

 

j Sometimes Disagree
k
l
m
n
j Disagree
k
l
m
n

 

 

j Strongly Disagree
k
l
m
n
j Not Applicable
k
l
m
n

 

 

Comments: 

5

6

Page 3

OFAM’s Grants Management Customer Survey

*5. To what extent do you agree or disagree with the following statements about OFAM's

performance in the application evaluation feedback process?

OFAM provides timely 

Sometimes 

Sometimes 

Agree

Disagree

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
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n

j
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j
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j
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j
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Strongly Agree

Agree

j
k
l
m
n

j
k
l
m
n

Disagree

Strongly 
Disagree

Not Applicable

feedback to grant applicants 
on the results of the 
application evaluation 
process
OFAM provides clear 
rationale for non­selection to 
applicants not selected for an 
award (Note: If your 
applications have always 
been funded, please select 
“Not Applicable”)
Comments: 

5

6

*6. To what extent do you agree or disagree that HRSA’s Grants Management Office

OFAM explains to applicants what changes to their application are required (e.g., to reflect
review committee decisions or to comply with cost principles) and invites their input?
(Note: If you have not had to make any changes, please select Not Applicable)
j Strongly Agree
k
l
m
n
j Agree
k
l
m
n

 

 

j Sometimes Agree
k
l
m
n

 

j Sometimes Disagree
k
l
m
n
j Disagree
k
l
m
n

 

 

j Strongly Disagree
k
l
m
n
j Not Applicable
k
l
m
n

 

 

Comments: 

5

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Page 4

OFAM’s Grants Management Customer Survey

*7. To what extent do you agree or disagree with the following statements about the

performance of HRSA’s Grants Management Office OFAM in the award function?

OFAM issues award 

Sometimes 

Sometimes 

Agree

Disagree

j
k
l
m
n

j
k
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m
n

j
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n

j
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j
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j
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j
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n

Strongly Agree

Agree

j
k
l
m
n

j
k
l
m
n

Disagree

Strongly 
Disagree

Not Applicable

documentation with the 
information necessary for 
managing the grant, 
including clear terms and 
conditions
OFAM issues awards in a 
timely manner (in 
accordance with the 
timeframes, if any, specified 
in the program 
announcement, and in 
advance of the grant project 
start date)
Comments: 

5

6

*8. To what extent do you agree or disagree that OFAM communicates its emphasis on

conducting a fair and equitable grant award process to applicants and grantees?
j Strongly Agree
k
l
m
n
j Agree
k
l
m
n

 

 

j Sometimes Agree
k
l
m
n

 

j Sometimes Disagree
k
l
m
n
j Disagree
k
l
m
n

 

 

j Strongly Disagree
k
l
m
n
j Not Applicable
k
l
m
n

 

 

Comments: 

5

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Page 5

OFAM’s Grants Management Customer Survey

*9. To what extent do you agree or disagree that OFAM provides timely notices to

grantees if financial reports are late, if problems or issues are detected, and if corrective
actions are needed?
j Strongly Agree
k
l
m
n
j Agree
k
l
m
n

 

 

j Sometimes Agree
k
l
m
n

 

j Sometimes Disagree
k
l
m
n
j Disagree
k
l
m
n

 

 

j Strongly Disagree
k
l
m
n
j Not Applicable
k
l
m
n

 

 

Comments: 

5

6

*10. To what extent do you agree or disagree that HRSA’s Grants Management Office

OFAM performs the following aspects of post­award administration well?

Responds to requests for prior 

Sometimes 

Sometimes 

Agree

Disagree

j
k
l
m
n

j
k
l
m
n

j
k
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m
n

j
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n

j
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n

j
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j
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j
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j
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j
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j
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j
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n

Strongly Agree

Agree

j
k
l
m
n

j
k
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m
n

Disagree

Strongly 
Disagree

Not Applicable

approval in a timely manner, 
providing needed 
information
Closes out grants in a timely 
manner
Comments: 

5

6

Page 6

OFAM’s Grants Management Customer Survey

*11. To what extent do you agree or disagree with the following statements regarding

OFAM’s technical assistance?

Sometimes 

Sometimes 

Agree

Disagree

j
k
l
m
n

j
k
l
m
n

j
k
l
m
n

j
k
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m
n

j
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n

j
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n

j
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j
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n

j
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n

j
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n

j
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n

j
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n

Strongly Agree

Agree

j
k
l
m
n

j
k
l
m
n

OFAM provides clear, 

Disagree

Strongly 
Disagree

Not Applicable

accurate, and helpful 
technical assistance
OFAM provides timely 
technical assistance
Comments: 

5

6

*12. If you could make improvements in the grants management process, which of the

following would you select? (Select only three (3) answers)
c 1. Improved Use of Technology
d
e
f
g

 

c 2. Improved Communications with OFAM
d
e
f
g

 

c 3. Better Trained Grants Management Staff
d
e
f
g

 

c 4. More Responsive Grants Management Staff
d
e
f
g
c 5. More Reasonable Timeframes
d
e
f
g
c 6. Simpler Processes
d
e
f
g

 

 

 

c 7. Increased Clarity of Instructions and Guidance
d
e
f
g
c 8. Fairer Processes for Awarding Grants
d
e
f
g

 

 

Other (please specify): 

5

6

Page 7

OFAM’s Grants Management Customer Survey

*13. Which of the following best describes your organization?
j State government
k
l
m
n

 

j Local government (city, town, county)
k
l
m
n
j Indian tribal government
k
l
m
n
j Educational institution
k
l
m
n
j Hospital
k
l
m
n

 

 

 

 

j Non­profit organization
k
l
m
n

 

j Large for­profit organization
k
l
m
n

 

j Small for­profit organization (small business)
k
l
m
n
j Other­ please specify
k
l
m
n

 

 

Comments: 

5

6

*14. Which of the following titles best represents your current position?
j Grants Administrator
k
l
m
n
j Business Officer
k
l
m
n
j Project Director
k
l
m
n

 

 

 

j Principal Investigator
k
l
m
n
j Other­ please specify
k
l
m
n

 

 

Comments: 

5
6

*15. Approximately how many competing applications have you or your organization

submitted to HRSA for funding over the past 3 calendar years.
j One
k
l
m
n
j Two
k
l
m
n

 
 

j Three
k
l
m
n
j Four
k
l
m
n
j Five
k
l
m
n

 

 

 

j More than five
k
l
m
n

 

Page 8

OFAM’s Grants Management Customer Survey

*16. Of the competing applications you or your organization submitted to HRSA over the

past 3 calendar years, how many were actually funded?
j All
k
l
m
n

 

j Some
k
l
m
n
j None
k
l
m
n

 

 

*17. Approximately how many applications/progress reports for non­competing

continuations have you or your organization submitted to HRSA over the past 3 calendar
years?
j One
k
l
m
n
j Two
k
l
m
n

 
 

j Three
k
l
m
n
j Four
k
l
m
n
j Five
k
l
m
n

 

 

 

j More than five
k
l
m
n
j None
k
l
m
n

 

 

Comments: 

5

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Page 9


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