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U.S. General Services Administration
SAM.gov – A Case Study
Meredith “Memi” Whitehead Lead Program Manager, Business Operations Integrated Award Environment
World Codification Forum
May 25, 2017
Agenda
• What is SAM?
• Getting Started
• International Registrants
• Reported Challenges
2
What is SAM?
Understanding the Context
3
Overview
Portfolio of Mandated U.S. Government-Wide Systems
For people who make, receive, or track federal awards
4
Driving Business Outcomes
Part of a government-wide infrastructure that:
• Protects Tax Dollars
• Reduces Duplication in Federal IT
• Reduces Burden
o on Federal Officials
o on Federal Awardees
• Increases Transparency
5
What is SAM?
The System for Award Management (SAM) is an official website of the U.S. government.
There is no cost to use SAM. Use this site for FREE to:
• Register to do business with the U.S. government
• Update or renew your entity registration
• Check status of an entity registration
• Search for entity registration & exclusion records
• Get help through our supporting service desk at www.fsd.gov
6
SAM “By the Numbers”
• Over 450,000 registered users
• More than 5 million searches monthly
• More than 1.3 million visits monthly
• Over 600,000 active entities registered to do business with the U.S. government
o Over 25,000 active entities (4%) outside the U.S.
o Process an average of:
▪ 7,000 new registrations activated monthly
▪ 52,000 registrations updated/renewed monthly
• Almost 147,000 active exclusion records to inform government award decisions
7
Getting Started
Registering to do business with the U.S. Government
8
Why register in SAM?
Procurement (FAR Subpart 4.11)
o Increase visibility of vendor sources (including their geographical locations) for specific supplies and services; and
oEstablish a common source of vendor data for the Government
Federal Assistance (2 CFR Part 25)
oProvide a repository for standard information about applicants and recipients
9
To get started, international entities need:
• NATO Commercial And Government Entity (NCAGE) Code, Organization Name, and Physical Address from your NCAGE record
o If you don't already have one, you can request an NCAGE Code online for FREE
• DUNS Number, Legal Business Name, and Physical Address from your Dun & Bradstreet (D&B) record
• If you don't already have one, you can request a DUNS Number for FREE from D&B
• Make sure your DUNS information and NCAGE information match
10
Getting Started
Request an NCAGE Code
11
Request a DUNS Number
12
13
https://www.sam.gov
14
Easily Check Status
Getting FREE Help (1 of 2)
Go to the SAM > Help page for User Guides and searchable FAQs:
15
Getting FREE Help (2 of 2)
Quick Start Guide for International Registrants
ohttps://www.sam.gov/sam/transcript/Quick_Guide_for_International_Entity_Registration.pdf
Visit our supporting Federal Service Desk at www.fsd.gov to:
oSubmit a live chat request for help
oSubmit a web form request for help
oOr call 1-334-206-7828 to speak with an agent Monday to Friday, 8 a.m. to 8 p.m. (Eastern Time)
16
International Registrants
Who is registering in SAM and why?
17
International Registrants
A recent snapshot:
• 602,713 active entity registrations in SAM
• 25,358 (4%) registrations had a physical address outside of the United States
18
577,355
25,358
ActiveRegistrations(USA)
ActiveRegistrations(International)
COUNTRY TOTAL
CANADA 2,150
JAPAN 1,657
UNITED KINGDOM 1,526
GERMANY 1,543
KOREA, SOUTH 1,296
ITALY 1,104
AFGHANISTAN 998
INDIA 460
IRAQ 425
SPAIN 435
UKRAINE 380
AUSTRALIA 373
PAKISTAN 329
SOUTH AFRICA 315
NETHERLANDS 319
International “Top 15”
19
COUNTRY TOTAL
CANADA 1,940
JAPAN 1,548
GERMANY 1,335
KOREA, SOUTH 1,264
UNITED KINGDOM 1,225
ITALY 984
AFGHANISTAN 919
IRAQ 408
SPAIN 325
AUSTRALIA 258
INDIA 236
NETHERLANDS 218
PAKISTAN 186
SOUTH AFRICA 141
UKRAINE 124
All Awards “Top 15”
20
ALL AWARDS
CANADA
JAPAN
GERMANY
KOREA, SOUTH
UNITED KINGDOM
ITALY
AFGHANISTAN
IRAQ
SPAIN
AUSTRALIA
INDIA
NETHERLANDS
PAKISTAN
SOUTH AFRICA
UKRAINE
COUNTRY TOTAL
UNITED KINGDOM 301
UKRAINE 256
INDIA 224
CANADA 210
GERMANY 208
SOUTH AFRICA 174
PAKISTAN 143
ITALY 120
AUSTRALIA 115
SPAIN 110
JAPAN 109
NETHERLANDS 101
AFGHANISTAN 79
KOREA, SOUTH 32
IRAQ 17
Federal Assistance “Top 15”
21
FEDERAL ASSISTANCE
UNITED KINGDOM
UKRAINE
INDIA
CANADA
GERMANY
SOUTH AFRICA
PAKISTAN
ITALY
AUSTRALIA
SPAIN
JAPAN
NETHERLANDS
AFGHANISTAN
KOREA, SOUTH
IRAQ
Reported Challenges
What challenges do international registrants face?
22
What are the challenges?
We’ve heard from U.S. officials and registrants overseas:
• Registration process is difficult
• Required information is hard to obtain
• Software formatting challenges exist
• Want more from help desk support
23
1. Process Difficult
“Registering to do business with the U.S. government is too hard.”
• New registrants don’t understand the steps
• Current registrants have problems managing users
• Policy requirements feel intrusive
• Can’t enter non-U.S. banking information
• Request a section for non-U.S. entities
• Wish there was a translation tool
24
2. Multiple Data Sources
“How do I get my address to match between these different system? Who is right?”
• New registrants don’t know where to start
o Do I get my DUNS Number first?
o Do I get my NCAGE Code first?
o If there is a difference, which is right?
• Current registrants don’t know how to make updates
o Updating DUNS Number information
o Updating NCAGE Code information
25
3. Formatting Challenges
“I tried to put my address in, but the website won’t accept the formatting.”
• Issues accurately capturing international addresses
• Issues formatting international phone numbers
• Problems representing entity names with non-English or Latin characters
26
4. Getting Help
“I can’t get help when I need it. And when I do get answers, I don’t understand them.”
• SAM’s supporting help desk call center is only open from 8 AM to 8 PM Eastern Time
• Help desk agents don’t understand my questions
• Need faster responses to reported issues
• Multiple help desks add to the confusion, i.e. “Who do I talk to for which kind of question?”
27
What can we do?
Most importantly, continue engagement with the international community.
In addition, we can:
• Revise current Quick Start Guide for International Registrants
• Consider a Help section for international registrants
• Coordinate with NSPA to update detailed instructions
• Analyze data limitations between systems
• Look for new and better ways to communicate
• Create “role matrix” for getting help
28
DISCUSSION
Questions, discussion, and your great ideas.
29