It is extremely difficult to submit and track issues with Scouting America IT systems as a volunteer. Aside for the range of topics that SUAC can address, the official answer is to contact your council. However, even at large well-funded councils, it is difficult to find a professional that knows how to file a ticket. And once filed, there is no communication path back to the volunteer.
This is true even of problems with the application and lead system that directly and negatively impact recruitment, which I believe is considered the top concern of the national council.
Thank you for opening this forum! I had not heard of the creation of TAC.
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@JoshSteinhurst Thank you for your comments. The SUAC has been doing an outstanding job in supporting the user community and offering a first line of support to resolve many issues with our Scouting tools. They have access to the appropriate people in National IT team that can address and resolve escalated issues.
This year, especially during fall recruiting, we increased support to 40 of the most impacted Councils through a dedicated concierge service. A recent survey of those Councils found that 88% of respondents said their experience improved over the prior year.
The real root of many issues is the legacy technology and data architecture we use in Scouting America. There is significant work going on to address these issues and transform our entire technology stack over time. Right now, we are using funding from the Lilly Foundation grant to build a new service-oriented architecture and platform to roll out in 2026.
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I would challenge that wording, SUAC very explicitly only supports ScoutBook[+]. They have no insight or influence on any other tool.
