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Vendor Support Center (VSC) Request for Information (RFI) Findings Now Available!

 

Thanks to all of our industry stakeholders who responded to our RFI on the Vendor Support Center which closed on Nov. 25, 2020. 

 

We received a total of 71 completed responses from current Schedule holders and prospective contractors. Results show that:

  • 73 percent of participants currently use the VSC.
  • 68 percent are satisfied or extremely satisfied with using the VSC.
  • 46 percent found the experience of using the VSC easy or extremely easy. 
  • 80 percent read the Updates & Information section of the VSC.
  • 44 percent use the “Get help now” button. 
  • 36 percent use the “Register” button.

Industry’s favorite aspects of the VSC:

  • 34 percent said the help desk.
  • 23 percent said useful information.
  • 19 percent said it’s easy to navigate.
  • 11 percent said it acts like a landing page for other resources.

Industry’s least favorite aspects of the VSC: 

  • 30 percent said it’s difficult to navigate.
  • 25 percent dislikes the help desk.
  • 14 percent said lack of plain language.

We did a thorough review of all comments in order to make strategic updates to the VSC so that it better serves our stakeholders. Based on the feedback, we found that industry wants to see the following changes:

  • User friendly site that’s easy to navigate.
  • Increased support at the help desk.
  • Add a search feature.
  • Writing in Plain Language, including defining acronyms.
  • Making text easier to read (i.e. larger fonts).
  • Update information more often.
  • Current training.
  • To replace or update SIP.

We will take all of your feedback into consideration as we move forward. Stay tuned for updates on this project and more on the MAS Interact group page. 

Thank you for your support! 

 
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