Overview
Requests for Information (RFIs) are one of the most critical — and often most painful — processes in construction management. They bridge design clarifications, scope questions, and field conflicts. Yet when managed through email or spreadsheets, RFIs often become bottlenecks, leading to delays, disputes, and cost overruns.
This case study highlights how a program management team implemented Procore’s RFI module to streamline the RFI process on a multi-building educational facilities program, achieving faster turnaround, better accountability, and a clear audit trail for all stakeholders.
The Challenge
Before Procore, the RFI process looked like this:
- Contractors emailed RFIs to construction managers.
- Responses were circulated to architects via email, often with attachments lost in long chains.
- Status tracking was done in Excel logs maintained manually by a project engineer.
- Owners had limited visibility into the number of open RFIs or potential cost/schedule impacts.
The result:
- Average response times exceeding 14–21 days.
- Frequent duplication of questions.
- Missed deadlines leading to schedule impacts.
- No centralized record for dispute resolution.
The Solution: Procore’s RFI Workflow
The program adopted Procore’s cloud-based RFI module, configuring workflows to match Division 01 requirements. Key features implemented included:
- Centralized Submission: All RFIs entered through Procore by contractors.
- Automated Routing: Each RFI auto-assigned to the PM/CM for initial review, then routed to the design team.
- Due Dates & Reminders: Automated countdowns and email alerts for responses.
- Attachments & References: Linked directly to drawings, specs, or submittals.
- Owner Dashboard: Real-time visibility into open RFIs, average turnaround times, and overdue responses.
Results
Within the first year of implementation, the RFI process improved dramatically:
1. Turnaround Time Reduced
- Average response time dropped from 14–21 days to 7–10 days.
- Urgent RFIs resolved in as little as 48 hours.
2. Improved Accountability
- Each RFI had a clear audit trail of who had it, when it was opened, and when responses were logged.
- Automated reminders reduced “lost” or forgotten RFIs.
3. Transparency for Owners
- Dashboards showed:
- Total RFIs logged.
- Open vs. closed RFIs.
- Average response time per discipline.
- Owners could proactively question delays instead of waiting for monthly reports.
4. Stronger Documentation for Claims
- Complete RFI histories were exportable in seconds, providing defensible records for claims or disputes.
- Attachments (photos, markups, specs) were tied directly to each RFI for context.
Industry Impact
Procore’s RFI process is driving a shift in how the industry views documentation:
- From Reactive to Proactive: Automated deadlines prevent bottlenecks before they impact the schedule.
- From Fragmented to Centralized: All stakeholders work from one source of truth.
- From Opaque to Transparent: Owners gain visibility, contractors gain accountability, and designers gain clarity.
Challenges & Lessons Learned
- Training was essential, particularly for subcontractors unfamiliar with digital platforms.
- Customization of the workflow was critical — out-of-the-box settings didn’t align with contract requirements.
- Discipline in data entry (consistent subject lines, tagging drawings/specs) was required to fully realize the benefits.
Conclusion
By standardizing the RFI documentation process through Procore, the program reduced delays, improved accountability, and gave owners the confidence of full transparency.
More than a software upgrade, this was a cultural shift — moving project teams from siloed communication to shared responsibility. As RFIs represent one of the highest-volume and highest-risk processes in construction management, digital tools like Procore are setting a new industry benchmark for clarity and efficiency.
Author: Terry Devlin
Program Director | Founder of AIPMCM
