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Member Update: Letter from Kevin Payne regarding the National Registration System transition

By US Club Soccer, 08/09/19, 2:15PM EDT

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Aug. 9, 2019

Dear members,

We switched from KYCK Play to the new National Registration System (NRS), powered by SportsEngine – an NBC Sports Group company – because we believe in the long run it will make the registration process cleaner and easier. That said, we recognize the transition has been challenging, and we apologize for that.

With that in mind, I wanted to update you about the key issues and some of the behind-the-scenes work being done to resolve problems now, while maintaining the long-term promise of an optimal registration experience:

  • Customer support. We recognize the responsiveness from SportsEngine’s Customer Support team has not been sufficient, largely because of overwhelming volume. To address that, additional staff has been added to supplement other internal efforts to reduce response time and improve the material solutions provided to members. The continued resolution of bugs should also have a positive impact in this area.
  • Bugs/technical issues/migration from KYCK Play. There have been more bugs and migration issues than anticipated. SportsEngine continues to work furiously to address those with their most senior engineering teams. While some are outstanding, progress has been made recently, and the expectation is these will reduce in frequency and scale. Migration corrections are also being processed more quickly.
  • Functionality gaps. We recognize there are broader challenges with how some of the platform is structured, such as the inability for registrars to edit photos and details after the profile is claimed by the end user. These usually involve technology that is core to the SportsEngine ecosystem and therefore require architectural changes. Planning is underway, and these functionality enhancements will be the primary focus once the immediate registration rush is over.
  • Contingency plans. In order to accommodate members during this transition, US Club Soccer has implemented several contingency measures, including the extension of validity for passcards that were to expire July 31, 2019, and a process to receive temporary player and staff registration while issues are being resolved. Details are available here.
  • Contacts. As a reminder, if you are experiencing issues, please reach out via the instructions in the Contact/Help section of the NRS Help web page.

Again, we apologize for the inconvenience you are experiencing. Please be assured that we and SportsEngine are doing everything possible to correct these issues. We remain confident that we will achieve the optimal registration process that you deserve.

Sincerely,

Kevin Payne
CEO/Executive Director

ABOUT US CLUB SOCCER:

A National Association member of the U.S. Soccer Federation, US Club Soccer fosters the growth and development of soccer clubs in order to create the best possible environment for players of all ages.

Anchored by Players First and its five pillars of Club Development, Coaching Development, Player Development, Parent Engagement & Education and Player Health & Safety, US Club Soccer offers registration, league- and cup-based competition platforms, player identification and a variety of other programming, resources and services.

US Club Soccer is sponsored by Nike and supported by LaLiga through a technical partnership.

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