Turning procurement into progress: Smarter strategies for government agencies

The challenge: getting procurement right 
Behind every government program lies a complex network of contracts, technology systems and service providers that keep payments moving and cases managed. For state child support agencies, procurement is one of the foundations for effectively serving families. 

Yet the path from RFP to implementation can be bumpy. Issues during procurement can frustrate agencies and vendors alike. And worse, procurement issues can impede efficient delivery and delay functional enhancements for the families the program is designed to help. 

Many agencies genuinely want innovation and efficiency from their vendors, but procurement rules and processes sometimes work against those goals. The result can be misaligned expectations, incomplete or disqualified bids, or missed opportunities to deliver better outcomes. 

Why common challenges persist 
Agencies are under pressure to modernize, meet new policy mandates and stretch limited budgets. Vendors, for their part, aim to provide competitive pricing and robust solutions.  

Unrealistic timelines are a common problem. Many RFPs don’t account for project complexity or the time and expertise needed to submit a strong proposal. When they assume materials, facilities and staff can be ready instantly, quality suffers. Vendors need enough time to source supplies, train people and plan effectively to deliver successful results. 

Another challenge is short response windows. Issuing RFPs near holidays or fiscal year-end crunches can limit participation and lower proposal quality. Rushed bids rely on assumptions rather than data, leaving both agencies and vendors vulnerable to surprises later. 

A third hurdle is misalignment between agency leadership and procurement divisions that administer the RFP cycle. Without a shared understanding of goals and project scope, requirements can become unrealistic and result in insurmountable risks to vendors. This discourages participation and can leave agencies with fewer options and higher prices.  

Fortunately, these challenges aren’t insurmountable. With the right approach, agencies can turn procurement into a strategic advantage. 

Related: ExpertPay® Child Support Payments Platform 
 
Best practices for better procurement 
The good news is that many of these pitfalls are avoidable. Through deliberate planning and communication, agencies can create procurement processes that encourage innovation, competition, and accountability. 

1. Set clear, realistic requirements. 
   Collaborate with internal stakeholders early to define what success looks like and what it realistically takes to get there. Consider supply chain constraints, staffing levels, facility acquisition and buildout timelines, and technology dependencies before writing the RFP. A well-scoped solicitation attracts better proposals and reduces change orders down the road.
2. Allow enough time to respond. 
   Longer timelines do not mean slower progress. They mean smarter progress. Adequate response windows let vendors engage subject matter experts, refine pricing, and deliver proposals that meet agency specifications. If your agency needs extra time to answer vendor questions, issue an extension quickly and transparently.
3. Align procurement and program teams. 
   Keep program leaders and procurement officials in sync from the start. Shared priorities and evaluation criteria aligned with agency goals prevent disconnects and ensure the final contract reflects the agency’s true mission, not just its minimum compliance needs.
4. Request vendor assumptions. 
   Encourage vendors to list their underlying assumptions in proposals. This simple step exposes hidden gaps and makes implementation smoother once contracts are awarded. Assumptions also help agencies expose where they have received incomplete or incomparable bids.
5. Prioritize transparency. 
   Timely and specific answers to vendor questions build trust and improve submission quality. A transparent process signals professionalism, and vendors respond with their best work when they believe the playing field is fair. 

Related: Case study: Modernizing and speeding child support payments for the State of Kentucky

Procurement as a strategic opportunity 
Thoughtfully planned and well-executed procurements go beyond being a bureaucratic requirement and serve as a strategic lever to obtain the very best products and services vendors have to offer. It sets the tone for vendor relationships, defines the scope of innovation, and ensures agencies are able to focus on and deliver quality services to families. 

Agencies that communicate clearly, plan realistically, and stay aligned internally achieve more predictable implementations and stronger partnerships. They also save time and public dollars in the long run while avoiding the costly delays and rework that stem from unclear expectations. 

Ultimately, thoughtful procurement is a form of public service. It ensures that every dollar spent delivers tangible outcomes for the benefit of government clients. 

A practical path forward 
At Conduent, our teams have seen how strong procurement practices directly shape project success. When agencies set realistic timelines and align procurement evaluation with their mission, vendors can deliver solutions that truly meet the needs of state programs. 

Improving procurement is not about adding steps; it’s about making each one count. With collaboration and foresight, government agencies can turn what has often been a procedural hurdle into a strategic advantage.