Grants Management Systems
10559 Metropolitan Avenue
Kensington, MD 20895
Phone: (800) 933-3501
Local: (301) 933-3500
Fax: (301) 933-3502

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GMS Service Policies and Procedures Summary



To help us maintain a high level of service, you should be aware of several policies and procedures.

1) Clients should place service calls via email,  online service call or call the toll free number for the Maryland office for service. This enables us to route the call to the staff person most available and able to respond to your question.
2) Every service call is to be responded to within 2 hours of its receipt (unless you indicate otherwise when you place the call). GMS service hours are 8:30am to 7:00pm EST Monday through Thursday and 8:30am to 5:00pm EST on Fridays.

We consider a response to be (a) completing the call, (b) advising you that we are running late and securing your permission to call back at a later time, or (c) reviewing the issue with you so we can research it and give you the answer by an agreed upon day or time.
3) It is GMS practice to respond to service calls on a first come-first served basis. However, when conflicts occur, calls will be prioritized in this order.
  • Payroll, when it is required in order for payroll checks to be issued.
  • Accounts payable, when it is required in order for accounts payable checks to be issued.
  • Month end, when it is required in order for month end to be closed.
4) Any client who has an unpaid balance for two or more consecutive months will have their service halted until such time the unpaid balance is received in the GMS office. If a client has had their service halted, it will apply to all companies that the client uses any GMS system for.

Here is how our service call system works:

When your call is received in the Maryland office it is logged into our service call system, it is assigned to a service staff employee. Throughout the day as calls are completed, they are closed out and no longer appear as outstanding. In this fashion, service call histories are maintained for all clients and we are able to monitor our progress on outstanding calls. Our goal is to provide the best service possible in a timely manner.

There are a few things that you can do to help the GMS Service staff before you fax or place the call:

1) Determine to the best of your knowledge what the problem is.
2) Refer to the Help sections to see if you clearly understand the operation procedures.

When placing the service request:

1) Send your Service Call by email, online or call the Maryland office directly at 800-933-3501.
2) We will need your name, agency name and client number.
3) State, as specifically as possible, what the question or problem is. Some examples are "Some current month direct charges are not reflected on the General Ledger with Current Detail" or "An amount was deducted on the payroll register for a deduction that had reached its maximum."
4) Be as specific as possible as to the urgency of the returned call to help the service staff with prioritizing. Remember, we will respond within 2 hours unless you specify otherwise. Some examples are "Payroll checks have to be completed and signed by noon today", "Payroll checks are done but we need assistance in preparing some payroll adjustments before the next payroll is run which is a week from today" or "Month end reports must be completed by the end of today".
5) If you are returning a call, please specify who left a message for you to call so your message will go directly to that person.


If you have not received a call back by the requested time, please call the Maryland office so we can determine why not, and correct the situation for the future. We are continuously striving to improve our service and welcome your thoughts and suggestions at any time.

 

Service Halts

Any client who has an unpaid balance for two or more consecutive months will have their service halted until such time the unpaid balance is received in the GMS office. If a client has had their service halted, it will apply to all companies that the client uses any GMS system for.