The following update was issued by HQ to all District, County & Regional Lead Volunteers on 10 January 2025 regarding the work underway to improve the functionality of the new digital system following feedback from Local Go-Live Support Teams, County Leads and members.

Your attention is also drawn to the HQ webpage, mentioned below :  Upcoming Improvements. 

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To All District, County and Regional Lead Volunteers

“As we begin a new year, we want to take a moment to acknowledge your patience and dedication as you and your teams navigate the new digital system and ways of volunteering.

We understand that not everyone has been able to use the system as expected and recognise the frustration this has caused, especially given the scale of change you’ve been asked to support and adopt. For this, we sincerely apologise.

While many volunteers are already experiencing the benefits of the new digital tools and are cracking on with award nominations, permit applications, nights away requests and more, we acknowledge that there are also volunteers, particularly within Leadership teams, encountering issues which are hindering them as they carry out their tasks and responsibilities, and we deeply regret the impact these issues continue to have on volunteer time and goodwill.

Please know that we have worked, and continue to work, tirelessly to ensure that the system will ultimately enhance the volunteer experience, and remain committed to making sure volunteers have the resources to support their vital work.

What’s being done?

Looking ahead, we’re committed to improving our communication with you. We will keep you informed about the progress we’re making where there are issues to be fixed, provide support on work arounds in the interim,  and keep improving our guidance to help volunteers adapt to the new ways of doing things.

We’re actively monitoring and resolving issues daily, with priorities informed by the feedback you’ve shared through Support Centre, Transformation Leads and Local Go Live Support teams.

We are listening closely to the themes that are causing the most pressure locally, and prioritising where fixes or additional support is needed. We know the below areas are where a lot of the current frustrations are being experienced:

• Login issues
• Data Explorer/Running reports (and supporting Census 2025 completion)
• Paid local staff permissions
• Disclosures processing
• References & Welcome Conversations

Latest system status

Improvements and fixes are being released regularly. Please visit the Upcoming Improvements page for the latest fixes from this week, and the issues we’re looking to resolve next.

Next week, we’ll send a further email which will highlight latest progress and interim steps to take, as well sharing invites to an optional online meeting where we can talk to you more.

Thank you again for your patience, resilience and continued commitment to Scouting. Together we’ll ensure the system supports the incredible work you do.”

Best wishes

Paul Fix

Programme Sponsor

Volunteer Experience Group

Scouts

Lara Burns

Chief Digital Officer

Scouts