What we heard: Upgrades take time and coordination, and you want more hands-on help, especially during the SCRIPT migration.

What we’re doing: We added engineers to help deliver all upgrades on time. Every go-live now gets a readiness check before cutover and a handoff to our support team. We reduced the formulary test to one required case in Certification Tester, removing a common testing blocker. Self-service version upgrades let you move on your own schedule.

What we heard: You see one Surescripts, and you told us replies to your cases were too slow, too generic and inconsistent depending on who picked them up. You expect collaboration in addition to responsive self-service tools that support you throughout your journey.

What we’re doing: We added implementation capacity to improve responsiveness, streamline case handling and ensure consistent support so every interaction feels helpful, timely and aligned with your needs. We automated our change of vendor process, making it faster and easier to switch vendors. We implemented autonomous chat in Workbench Staging to give you options for answers any time, without delay. We also introduced federation in Workbench, giving you a single, secure way to access the platform. Our new Developer Portal gives you self-service documentation and testing resources, with more on the way.

What we heard: You want us to keep improving the quality of the products and transactions you already rely on, and to tell you early when something could affect them.

What we’re doing: Reliability is our strength. The Surescripts network maintained 99.998% average uptime in 2025¹, and we’re building on it with certificate modernization and multi-cloud migration for secure, uninterrupted connections. If a change affects you, we’ll let you know early, so you have time to prepare.

What we heard: You told us that strategic one-on-one engagement works well, and you want us to expand on it.

What we’re doing: We’re building on our existing communication approach. We’re creating more opportunities to convene and solve networkwide challenges together, You’ll get an early view of our roadmap and planning, and we’ll update this page every quarter so you can see what’s shipped and what’s next.