Our 2015 Action Plan

Last updated on April 10, 2015

The Office of Sponsored Research is working to transform the organization in key areas identified by stakeholders and OSR leadership. Click here to learn more about the work being done in several key areas - building partnerships, best practices & process improvement, training and technology & metrics.


The Research Services Satisfaction Survey was conducted in June 2014 by the Philip R. Lee Institute for Health Policy Studies. To learn more about the 2014 Research Services Satisfaction Survey, please see the News item titled 2014 Research Services Satisfaction Survey Results and the Related Forms section on the left.

Office of Sponsored Research leadership reviewed anonymous comments submitted via open-ended survey questions and identified eight common themes that were used to guide the following detailed action plan addressing client concerns. The survey results and accompanying action plan were then vetted with the Office of Sponsored Research Advisory Board, which is composed of faculty researchers and department leaders. It was agreed that in 2015, the Office of Sponsored Research will focus on the following areas of opportunity:



Steps & Metrics

Strengthen effective communications

…by developing personalized communication plans for teams and client faculty and fostering a customer service focus.

Document preferred reoccurring meeting schedule for each department and/or division – noting frequency & mode – and post on OSR website by January 2015.

Aim for 100% target in meeting with client per established standard unless cancelled by mutual agreement.

Establish training module for RMS staff (new & established) to reinforce proactive & effective strategies for communication.   All current staff will complete training by March 2015.

Develop additional customer service training modules in FY 2015 to reinforce strategies for a customer service oriented approach to interactions between RMS and researchers/departments

Developing productive relationships between the RSC and client researcher

…by improving primary and secondary RSC assignments, regularly assessing customer satisfaction and inviting clients to participate in RSC recruitment.

Meet with researcher at the start of each proposal unless declined by researcher.

After submission of proposal, offer debriefing meeting with client researcher to assess success & challenges of submission.

Establish secondary RSC assignments for departments & communicate these by December 2014.

Invite clients to participate in the selection of new RSCs & team managers effective December 2014.

Team managers to continue to regularly review Qualtrics surveys & follow-up on all concerns raised -- either directly with respondent if identification provided and/or by reinforcing best relationship practices with team at weekly meetings.

Every effort will be made to maintain established RSC/faculty assignments.

Reducing staffing turnover

…by partnering with departments to review factors that affect retention.

Review results of staff exit interviews with client departments to develop retention strategies for valued employees.

Review internal environment within RMS to develop an impact plan to address retention.

Improving subcontract services

…by reviewing subaward processes and services in spring 2015.

Will engage workgroup comprised of department faculty & staff, RMS subaward team & other staff to evaluate workflow & develop plan to evaluate & optimize work flow (in concert with Service Partnership Agreement workgroup recommendations).

Establishing service level expectations and consistency across teams

…by updating the RMS Service Partnership Agreement and implementing common processes across teams.

Campus workgroup updating Service Partnership Agreement. Initial review of responsibilities to occur by December 2014, with goal to establish implementation strategies by February 2015 that will include geographic town halls, client meetings, written communications.

Increasing level of expertise across staff

…by expanding the OSR training program to include ongoing training, and collaborative efforts between pre/post-award, UCB and Stanford.

Collect feedback from clients and incorporate into FY 15 performance evaluations.

Update Research Administration 101 & quarterly Circuit Training planned by March 2015.

Identification of common training needs by Research Administration Think Tank. Implement shared pre/post curriculum in FY 15.

Plan regional training with UCB & Stanford pre-award staff for spring 2015.

Marketing of Government & Business Contracts (GBC) activities and communication of the dissolution of Contracts & Grants

…by developing a comprehensive communication plan and leveraging web-based tools to direct faculty to the responsible office for given activities.

Engage workgroup comprised of faculty & staff to identify the most effective way to communicate GBC’s scope & services available.

Implement plan by February 2015 that may include website, social media, town halls and meetings with departments & control points.

Improved marketing of the Research Development Office’s role, functions and programs

…by developing a comprehensive marketing plan to highlight the role of research development and the programs offered through the RDO.

Engage workgroup comprised of faculty & relevant staff to identify the best avenue to communicate programmatic information (2015 Q1).

Develop a multi-faceted marketing plan that may include signage, social media, website, direct email, and face-to-face meetings with key faculty leaders (2015 Q1).

Refine the Statement of Work for the large grant development program (2014 Q4).

Initiate marketing plan (FY 2015 Q2).