Division of Customer Support Services (DCSS)

DCSS is both the focal point for all customer interactions between eRA, its stakeholders and the user community — and the engine at the back end, moving the enterprise forward.

Major Responsibilities

• Frontline support of eRA system users
• Customer advocacy and support
• Managing customer expectations
• Anticipating customer needs
• Project development and management
• Implementing software releases
• Monitoring complex IT systems

Senior Leadership:

Director: Jim Seach

Senior Coordinator: Sara Silver

Staff:

Operations Branch
Monitors complex IT systems around the clock, implements eRA’s system wide and other software releases, ensures data back up and recovery, maintains security and ensures plans are in place for disaster recovery.

Customer Relationship Branch 
Operates as the primary liaison between eRA, its stakeholders and its user community in determining user needs and providing system solutions in a collaborative manner; serves as a strong customer advocate for the extramural business area it represents.

Contact Us

Jim Seach
Rockledge Room 6166
(301) 496-5912
seachj@mail.nih.gov

 

Return to ORIS Offices Page