Providing faster solutions for our customers
Date Posted: Monday, July 29, 2024
Request for solutions (RFS) is the process VITA uses to provide customers with custom solutions and quotes for business needs that are not available as a standard catalog form. VITA launched a re-engineered in the summer of 2023, and in the past 12 months, the cycle time to complete an RFS request has improved by 32% to 23 days.
These customer requests can be complicated, as we need to consider many factors in the purchasing decision, including security, architecture, contracts, agency operations, price, technical specifications, and more. Historically this RFS process took an average of 34 days.
The new and improved agile-based process launched in 2023 includes weekly backlog prioritization from customer account managers. It also brings VITA subject matter experts together with suppliers and agency product owners to develop quality solutions. VITA will continue to refine and improve the process for customers.
Check out more facts and figures, and a list of agency participants in this special RFS anniversary report.
RFS re-engineered customer feedback |
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“Overall, the new process is ‘light years ahead’ of where we used to be.” |
“Sprint cycle times and daily stand-ups offer predictability in terms of customer schedules/availability.” |
For additional information contact VITA Communications at vitacomms@vita.virginia.gov