When people think about grant management practices, they often think about governance, compliance, assessment panels and reporting obligations.
These are all essential. But there's another practice that has an equally significant impact on program success and is often overlooked: the applicant experience.
Every funding program begins with an application. If applicants struggle to understand eligibility requirements, interpret complex questions or navigate lengthy submission processes, the quality of information they provide is likely to suffer. That affects everyone - from applicants and assessors to grant managers and ultimately the communities the funding is intended to support.
Successful grant management isn't simply about administering grants efficiently. It's about designing program that enable applicants to submit their best possible application, giving assessors the information they need to make informed decisions, and ensuring funding reaches the projects that will deliver the greatest impact.
The applicant experience is often viewed as a customer service initiative. In reality, it's a fundamental grant management practice.
A well-designed application process can:
Reducing the unnecessary burden for applicants strengthens relationships with grantees, while improving program effectiveness. The Australian Government's Grant Management Standard highlights the importance of designing grant programmes that are user-focused, transparent and efficient.
Put simply, better applicant experiences lead to better grant outcomes.
At Tactiv, we believe applicant experience reflects the overall maturity of a grant program. Organisations generally progress through four stages.
The primary objective is compliance.
Application forms grow over time, additional questions are added each funding round and processes are designed around administrative requirements rather than applicant needs.
Common characteristics include:
Organisations introduce grant management software and automate manual processes.
Administration becomes easier, but the applicant experience remains largely unchanged.
Digital forms replace paper forms, yet applicants may still encounter unnecessary complexity.
Efficiency improves, but the programme is still largely organisation-centred.
Grant managers begin designing programs from the applicant's perspective.
Forms become clearer.
Eligibility requirements are easier to understand.
Applicants can save progress, receive guidance throughout the application process and spend less time navigating administration.
The result is stronger applications, reduced support requests and more consistent assessment outcomes.
At the highest level of maturity, applicant experience becomes a strategic tool for improving program outcomes.
Grant managers continuously evaluate:
Insights from every funding round are used to improve future program. Technology supports continuous improvement rather than simply automating existing processes.
Every application question should have a clear purpose.
If information isn't required to determine eligibility or assess merit, consider whether it needs to be collected at all—or whether it can be requested later during contracting or reporting.
Reducing unnecessary questions not only respects applicants' time but also improves the quality and consistency of responses.
Accessibility is no longer optional.
Designing accessible applications supports applicants with disability, improves usability for all users and helps organisations meet broader expectations around equity and inclusion.
Simple improvements such as using plain English, logical form structures, mobile-friendly layouts and accessible digital design can significantly improve completion rates.
The Web Content Accessibility Guidelines (WCAG) provide internationally recognised best practice for accessible digital services and are increasingly reflected in Australian and New Zealand government standards.
Applicant experience extends well beyond the application form.
Clear guidance, FAQs, progress indicators, automatic saving, email confirmations and timely reminders all reduce uncertainty and help applicants submit stronger applications.
These features also reduce administrative workload by minimising support requests.
If you're reviewing your current processes, our article on Grant Application Process Optimisation explores practical ways to create a smoother submission journey without compromising governance.
One of the strongest indicators of mature grant management is a commitment to continuous improvement.
Rather than asking whether the technology worked, leading organisations ask:
Treating each funding round as an opportunity to learn helps programs become more effective over time.
Modern grant management platforms make it easier to administer applications, manage assessments and report on program outcomes.
However, technology alone doesn't create successful grant management practices.
The greatest value comes when technology supports well-designed programs built around applicants, assessors and funding objectives.
If you're exploring ways to strengthen your approach, you may also find these resources helpful:
Together, they explore how technology can support better program delivery while maintaining a strong focus on governance and efficiency.
Successful grant management practices aren't measured by how quickly applications move through a system.
They're measured by the quality of funding decisions, the confidence applicants have in the process and the outcomes those grants ultimately achieve.
As expectations around accessibility, transparency and user-centred service delivery continue to grow across Australia and New Zealand, applicant experience is becoming a defining characteristic of mature grant programs.
Organisations that invest in improving the application journey aren't simply making life easier for applicants—they're building stronger programs, making better funding decisions and delivering greater impact for the communities they serve.