U.S. DEPARTMENT OF HEALTH AND HUMAN SERVICES
GRANTS QUALITY SERVICE MANAGEMENT OFFICE (QSMO)
SERVICE TO THE CITIZEN AWARD WINNER
Acting Director, Division of Policy Oversight, Effectiveness, and Training
Executive Director of Grants Quality Service Management Office (Grants QSMO)
ANDREA SAMPANIS CGFM
Grants QSMO Solution and Services Lead
MARY BETH FOLEY
Grants QSMO Customer Engagement & Governance Lead
In FY 2022, the Grants QSMO made significant advancements in improving the federal grants management process. The Grants QSMO Marketplace, a platform of validated federal shared solutions/services, simplifies engagement with grant-making agencies and promotes a more efficient grants management experience. By expanding the Marketplace to include commercial offerings, the Grants QSMO addresses capacity and architecture issues.
The Grants QSMO also prioritizes grants IT investments through its Investment Review process, ensuring compliance with grants and data standards. By providing end-to-end investment support and engaging with federal awarding agencies, the Grants QSMO fosters collaboration and identifies future investment needs.
To enhance the recipient experience, the Grants QSMO partnered with Login.gov to create a seamless user experience for federal grant recipients. This initiative simplifies access to information and grants management services through a single portal and dashboard. The Grants QSMO's CX management program gathers and acts on customer feedback, enabling continuous improvement. The team's efforts have resulted in the launch of customer experience management technology and piloting of contact center speech analytics.
The achievements of the Grants QSMO enhance grants management, improve efficiency, and maximize the impact of grant funding. By prioritizing CX and responding to customer needs, the Grants QSMO empowers grant applicants, recipients, and federal awarding agencies to deliver high-quality services and achieve mission success.