EPA Empowers Grants Community to Work Smarter, Faster and Independently

By streamlining workflows and equipping users with intuitive tools, EPA reduced Help Desk reliance and unlocked capacity for innovation.

Mission Need

The Environmental Protection Agency (EPA) faced a surge in grants activity and a rapidly evolving user community on the Next Generation Grants System (NGGS). As the number of users grew, many of them new to the platform or to their job functions, the NGGS Help Desk experienced a sharp rise in support tickets. EPA recognized the risk:

  • Longer wait times for users seeking help
  • Reduced capacity to deliver vital system improvements and enhancements

This challenge highlighted a pressing need to equip NGGS users with tools and workflows that make it easier to succeed independently, while preserving Help Desk resources for the most critical support.

Solution

Working alongside SAIC as its prime contractor for this effort, EPA focused on a data-driven, user-focused approach to drive lasting improvements:

  • Analyzed trends: A detailed review of NGGS application and Help Desk metrics showed steady growth in users, increasing year-over-year traffic and less seasonal fluctuation. This was evidence that the Help Desk would face mounting strain.
  • Identified bottlenecks: “Trending” support tickets (requests consuming disproportionate resources) were tagged, categorized and prioritized for resolution, removing workflow bottlenecks and reducing user confusion.
  • Streamlined workflows: Focused enhancements were designed to remove complexity, confusion, and redundant steps, simplifying navigation across NGGS for users.
  • Building user confidence: Alongside technical changes, clear instructional resources were delivered to help users build confidence and resolve common issues on their own.

Together, these changes reduced overreliance on the Help Desk and made NGGS an even more capable and user-friendly system.

Mission Impact

The results underscore the value of putting users first:

  • In just 6 months, EPA achieved a more than 75% decline in help desk tickets submitted for the recently mitigated “trending” issues, allowing for resource allocation elsewhere.
  • Faster, more responsive support for users who need personalized assistance
  • Capacity freed for innovation, promoting continued system improvements while maintaining cost control

By centering improvements on the people who use NGGS every day, EPA has created a more resilient, user-friendly system that empowers grant recipients to deliver greater mission impact with fewer obstacles.

This piece was written entirely by SAIC without input from EPA. EPA’s contract with SAIC does not constitute an endorsement of SAIC by EPA. EPA does not endorse the products, services or enterprises of non-federal entities.

 

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