Skip To Content Skip To Left Navigation
NSF Logo Search GraphicGuide To Programs GraphicImage Library GraphicSite Map GraphicHelp GraphicPrivacy Policy Graphic
OLPA Header Graphic
 
     
 

NSF Fact Sheet

 

Media contact:

 Bill Noxon

  (703) 292-8070

 wnoxon@nsf.gov

Customer Service at the National Science Foundation

April 2001

The National Science Foundation (NSF) is a service-oriented federal agency, working with scientists, engineers, educators and major institutions by providing grants, contracts and cooperative agreements. Overall, NSF supports about 200,000 individuals and 1,800 colleges, universities and other institutions throughout the U.S. and overseas.

How NSF serves its communities. NSF processes about 30,000 proposals for funding each year, and uses almost 50,000 scientists, engineers and educators to evaluate proposals, either independently, or as part of a panel of reviewers. NSF also awards over $200 million in professional and service contracts each year, including logistics support for polar research programs, ocean drilling projects, information systems support, special studies and analyses, and a host of other smaller service support activities. NSF also provides information to its wide-ranging constituencies through FastLane and other Web-based sources to increase process efficiency.

How NSF is measured against other government agencies. NSF has always been active in soliciting grass roots responses from the science and engineering (S&E;) community to determine how well the foundation's processes are working, and where improvements are needed. In part, the Government Performance and Results Act (GPRA) reporting procedures address some of these concerns.

Starting in 1999, NSF also began participating voluntarily in the American Customer Satisfaction Index (ACSI) - a survey designed to compare federal agencies' performance against a private sector benchmark. NSF's survey used a broad definition of its customer base in its survey that included a random sampling of all award applicants - both awarded and declined.

How NSF is doing. According to ACSI results, NSF is rated very high for accessibility and usefulness of information provided. Nearly 80 percent of NSF's customers surveyed over a two-year period approve of NSF's work in providing current, relevant and helpful information. Persons and institutions that have been declined for awards rate NSF just as highly in providing information as those who have been approved.

NSF's customers also trust the agency's ability to administer its grants and awards system fairly and competently. More than two-thirds of all applicants (both awarded and declined) express confidence in NSF's ability to do a good job, and three-quarters of awardees say the same. These figures compare favorably to other government agencies surveyed.

Where NSF seeks improvement. NSF is currently reviewing management practices at several levels to increase efficiency and service to the science and engineering communities. NSF will develop a plan to improve its capacity to manage large-scale facilities projects. The agency will also complete a study to determine the impacts of increased size and duration of grants, and the perceived burdens on researchers of the proposal writing process. Committees of visitors and advisory committees will monitor how program officers and proposer submissions implement both merit review criteria. NSF will also complete work this year on a five-year workforce plan to determine the future needs of NSF to meet a growing and diverse portfolio of activities.

To improve customer service, NSF is addressing two concerns raised in the customer service surveys: providing adequate time for applicants to prepare proposals; and informing applicants of funding decisions as quickly as possible. The agency's 2002 GPRA performance goals sets targets of a minimum of three months for time to prepare proposals and a maximum of six months for processing 70 percent of all proposals. NSF is revising internal tracking and clearance procedures to achieve more timely posting of announcements on the Web, and is also streamlining internal processing through improved electronic systems and sharing of "best practices" across the Foundation.

NSF is continually seeking improvements to provide useful, easy-to-understand information on the Web, and high-quality, timely proposal processing. In addition, NSF seeks to enhance its ongoing interactions with customers - scientists, engineers, educators and the public.

-NSF-

For additional information about the NSF FY02 Budget Request, see the budget page.

 

 
 
     
 

 
National Science Foundation
Office of Legislative and Public Affairs
4201 Wilson Boulevard
Arlington, Virginia 22230, USA
Tel: 703-292-8070
FIRS: 800-877-8339 | TDD: 703-292-5090
 

NSF Logo Graphic