99-MP25036 - Student Loan Default Prevention and Management Services.pdf

[Title of RFP] – [Agency] [RFP number]

October 9, 2025

OFFER

The Purchasing Agency solicits offers for Services and/or goods described in this solicitation. All offers and responses received shall be treated as Offers to contract as defined in 9 NCAC 06A.0102(12).

EXECUTION

In compliance with this Request for Proposal (RFP), and subject to all the conditions herein, the undersigned offers and agrees to furnish any or all Services or goods upon which prices are offered, at the price(s) offered herein, within the time specified herein.

Failure to execute/sign offer prior to submittal shall render offer invalid. Late offers are not acceptable.

OFFEROR:

STREET ADDRESS: P.O. BOX: ZIP:

CITY, STATE & ZIP: TELEPHONE NUMBER: TOLL FREE TEL. NO

NAME & TITLE OF PERSON SIGNING: FAX NUMBER:

AUTHORIZED SIGNATURE: DATE: E-MAIL:

Offer valid for one hundred twenty (120) days from date of offer opening unless otherwise stated here: ____ days

ACCEPTANCE OF OFFER

If any or all parts of this offer are accepted, an authorized representative of Guilford Technical Community College shall affix its signature hereto and any subsequent Request for Best and Final Offer, if issued. Acceptance shall create a contract having an order of precedence as follows: Best and Final Offers, if any, Special terms and conditions specific to this RFP, Specifications of the RFP, the Department of Information Technology Terms and Conditions, and the agreed portion of the awarded Vendor’s Offer. A copy of this acceptance will be forwarded to the awarded Vendor(s).

FOR PURCHASING AGENCY USE ONLY

Offer accepted and contract awarded this date , as indicated on attached certification, by (Authorized representative of Guilford Technical Community College).

STATE OF NORTH CAROLINA REQUEST FOR PROPOSAL NO.: 99-MP25036

Guilford Technical Community College

Contract Name: Student Loan Default Prevention & Management Services

Bid Opening Date: Wednesday, May 6, 2026 @ 3:00 PM ET Refer ALL inquiries regarding this RFP to:

Name: Michael Perry, Assistant Director of Purchasing & Contract Administration Email: mdperry2@gtcc.ed Phone Number: 336-334-4822 x 50203

Issue Date: Wednesday, April 15, 2026

Commodity Code: 801015

Purchasing Agency: Guilford Technical Community College Requisition No.: PR12991725 mailto:mdperry2@gtcc.ed

October 9, 2025

Table of Contents

1.0 ANTICIPATED Procurement Schedule

2.0 Purpose of RFP

2.1 Introduction

2.2 Agency Background

2.3 SUMMARY OF PROBLEM Statement

2.4 Contract Term

2.5 Effective Date

2.6 Contract Type

3.0 RFP requirements and Specifications

3.1 General requirements and Specifications

3.2 Security Specifications

3.3 Enterprise Specifications

3.3.1 ARCHITECTURE DIAGRAMS - RESERVED

3.3.2 SOLUTION ROADMAP

3.3.3 IDENTITY AND ACCESS MANAGEMENT - RESERVED

3.3.4 INTEGRATION APPROACH - RESERVED

3.3.5 DISASTER RECOVERY AND BUSINESS CONTINUITY

3.3.6 DATA MIGRATION - RESERVED

3.3.7 APPLICATION MANAGEMENT

3.3.8 ACCESSIBILITY

3.3.9 HIGHER EDUCATION COMMUNITY VENDOR ASSESSMENT TOOLKIT

3.4 Business and Technical Requirements

3.5 Business and Technical Specifications

4.0 Cost of Vendor’s Offer

4.1 Offer Costs

4.2 Payment Schedule

5.0 Evaluation

5.1 Source Selection

5.2 Evaluation Criteria

5.3 Best and Final Offers (BAFO)

5.4 POSSESSION AND REVIEW

6.0 Vendor Information and Instructions

6.1 General Conditions of Offer

6.2 General Instructions for Vendor

6.3 Instructions for Offer Submission

7.0 Other Requirements and Special Terms

7.1 Vendor Utilization Of Workers Outside of U.S

7.2 Financial Statements

7.3 Financial Resources Assessment, Quality Assurance, Performance and Reliability - RESERVED

7.4 Vendor’s License or Support Agreements

October 9, 2025

7.5 Resellers - RESERVED

7.6 DISCLOSURE OF LITIGATION

7.7 CRIMINAL CONVICTION

7.8 Security and Background Checks

7.9 Assurances - RESERVED

7.10 Confidentiality of offers

7.11 Project Management

7.12 Meetings

7.13 Recycling and Source Reduction

7.14 Special Terms and Conditions - RESERVED

7.15 AGENCY Terms and Conditions - RESERVED

Attachment A: Definitions Attachment B: Department of Information Technology Terms and Conditions

1) DEFINITIONS:

2) ACCESS AND USE OF SAAS SERVICES:

3) WARRANTY OF NON-INFRINGEMENT; REMEDIES:

4) ACCESS AVAILABILITY; REMEDIES:

5) EXCLUSIONS:

7) LIMITATION OF LIABILITY: Limitation of Vendor’s Contract Damages Liability

8) VENDOR’S LIABILITY FOR INJURY TO PERSONS OR DAMAGE TO PROPERTY:

10) TRANSITION PERIOD:

15) PAYMENT TERMS:

16) ACCEPTANCE CRITERIA:

18) SECURITY OF STATE DATA:

Attachment c: Description of Offeror Attachment d: Cost Form Attachment e: Vendor Certification Form Attachment F: Location of Workers Utilized by Vendor - Disclosure Statement Attachment G: References Attachment H: Financial Review Form

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

1.0 ANTICIPATED PROCUREMENT SCHEDULE

The Agency Procurement Agent will make every effort to adhere to the following schedule:

Action Responsibility Date

RFP Issued Agency 4/15/2026

Written Questions Deadline Potential Vendors 4/22/2026

Agency’s Response to Written Questions/ RFP Addendum Issued

Agency On or before 4/29/2026

Offer Opening Deadline Vendor(s) 5/6/2026

Offer Evaluation Agency 5/7/2026

Selection of Finalists Agency TBD

Oral Presentations and/or Product Demonstrations by Finalists (Optional)

Selected Vendors TBD

Negotiations with Finalists Agency designees and selected Vendor(s)

TBD

Best and Final Offers Deadline from Finalists Selected Vendors TBD

Contract Award Agency TBD

Protest Deadline Responding Vendors 15 days after award

2.0 PURPOSE OF RFP

2.1 INTRODUCTION

The purpose of this Request for Proposals (RFP) is to solicit Offers for Student Loan Default Prevention and Management Services. Guilford Technical Community College (GTCC) seeks proposals to provide its Financial Aid Office with default prevention and borrower management services. The Vendor must be able to provide comprehensive data management and default prevention services for GTCC’s federal student loan borrowers. These services are intended to support the College’s efforts to reduce its Cohort Default Rate and to assist students in achieving long‑term financial success.

The intent of this solicitation is to award an Agency Contract for Guilford Technical Community College.

2.2 AGENCY BACKGROUND

Guilford Technical Community College (GTCC) is a public, state‑supported community college and a member of the North Carolina Community College System. The College is authorized and governed pursuant to Chapter 115D of the North Carolina General Statutes and serves students throughout Guilford County and surrounding areas.

GTCC provides a wide range of curriculum, continuing education, and workforce development programs designed to support student success, workforce readiness, and lifelong learning. The College administers federal and state student financial aid programs in accordance with applicable laws and regulations, including Title IV of the Higher Education Act of 1965, as amended.

The Financial Aid Office is responsible for the administration of student aid programs and related compliance activities and supports institutional initiatives associated with responsible borrowing and student financial education.

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

2.3 SUMMARY OF PROBLEM STATEMENT

Guilford Technical Community College (GTCC) administers federal student loan programs as part of its broader student financial aid operations and is responsible for compliance with applicable U.S. Department of Education requirements related to cohort default rates. Managing borrower delinquency and default risk requires proactive outreach, timely borrower engagement, and effective coordination with loan servicers using accurate and secure borrower data.

GTCC seeks external support to assist in identifying borrowers at risk of delinquency or default and to provide structured outreach, counseling, and repayment guidance to federal student loan borrowers. Without specialized default prevention and management services, borrowers may lack the information and assistance necessary to successfully navigate repayment options, increasing the risk of delinquency and default.

This RFP is issued to obtain professional Student Loan Default Prevention and Management Services that support responsible borrowing, promote successful loan repayment outcomes, and assist the College in meeting its federal compliance obligations while supporting the financial well‑being of its students.

2.4 CONTRACT TERM

A contract awarded pursuant to this RFP shall have an effective date as provided in the Notice of Award.

The term shall be (1) one year, and will expire upon the anniversary date of the effective date unless otherwise stated in the Notice of Award, or unless terminated earlier. The State retains the option to extend the Agreement for (4) four additional one-year periods at its sole discretion.

2.5 EFFECTIVE DATE

This solicitation, including any Exhibits, or any resulting contract or amendment shall not become effective nor bind the State until the appropriate State purchasing authority/official or Agency official has signed the document(s), contract or amendment; the effective award date has been completed on the document(s), by the State purchasing official, and that date has arrived or passed. The State shall not be responsible for reimbursing the Vendor for goods provided nor Services rendered prior to the appropriate signatures and the arrival of the effective date of the Agreement. No contract shall be binding on the State until an encumbrance of funds has been made for payment of the sums due under the Agreement.

2.6 CONTRACT TYPE

Indefinite Quantity Agency Specific Contract – Pursuant to 9 NCAC 6B.0701, this solicitation will establish an indefinite quantity agency specific contract between a Vendor and the State. The quantity of Goods or Services that may be used by the State is undetermined. An estimated quantity based on history or other means may be used as a guide but shall not be a representation by the State of any anticipated purchase volume under any contract made pursuant to this solicitation.

The State reserves the right to make partial, progressive or multiple awards where it is advantageous to award separately by items; where more than one supplier is needed to provide the contemplated specifications as to quantity, quality, delivery, service, geographical areas; or where other factors are deemed to be necessary or proper to the purchase in question.

3.0 RFP REQUIREMENTS AND SPECIFICATIONS

3.1 GENERAL REQUIREMENTS AND SPECIFICATIONS

3.1.1 REQUIREMENTS

Requirement means, as used herein, a function, feature, or performance that the System must provide. If the offer can not meet the requirements, they will not be evaluated.

3.1.2 SPECIFICATIONS

Specification means, as used herein, a detailed description that documents the function and performance of a system or system component.

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

The apparent silence of the specifications as to any detail, or the apparent omission of detailed description concerning any point, shall be regarded as meaning that only the best commercial practice is to prevail and that only processes, configurations, materials and workmanship of the first quality may be used. Upon any notice of noncompliance provided by the State, Vendor shall supply proof of compliance with the specifications. Vendor must provide written notice of its intent to deliver alternate or substitute Services, products, goods or other Deliverables. Alternate or substitute Services, products, goods or Deliverables may be accepted or rejected in the sole discretion of the State; and any such alternates or substitutes must be accompanied by Vendor’s certification and evidence satisfactory to the State that the function, characteristics, performance and endurance will be equal or superior to the original Deliverables specified.

3.1.3 SITE AND SYSTEM PREPARATION

Vendors shall provide the Purchasing State Agency complete site requirement specifications for the Deliverables, if any. These specifications shall ensure that the Deliverables to be installed or implemented shall operate properly and efficiently within the site and system environment. Any alterations or modification in site preparation, which are directly attributable to incomplete or erroneous specifications provided by the Vendor and which would involve additional expenses to the State, shall be made at the expense of the Vendor.

3.1.4 EQUIVALENT ITEMS - RESERVED

3.1.5 ENTERPRISE LICENSING - RESERVED

3.2 SECURITY SPECIFICATIONS

3.2.1 SOLUTIONS HOSTED ON STATE INFRASTRUCTURE - RESERVED

3.2.2 SOLUTIONS NOT HOSTED ON STATE INFRASTRUCTURE

The Student Loan Default Prevention and Management Services solution will be required to receive and securely manage data that is classified as High Risk, Agency Critical. Refer to the North Carolina Statewide Data Classification and Handling policy for more information regarding data classification.

The policy is located at the following website: https://it.nc.gov/document/statewide-data-classification-and-handling-policy.

To comply with the State’s Security Standards and Policies, State agencies are required to perform annual security/risk assessments on their information systems using NIST 800-53 controls. This requirement additionally applies to all Vendor-provided, agency-managed Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS) solutions which will handle data classified as Medium Risk (Restricted) or High Risk (Highly Restricted) data.

(a) Vendors shall provide a completed Vendor Readiness Assessment Report Non-State Hosted Solutions (“VRAR”) at offer submission. This report is located at the following website:

https://it.nc.gov/documents/vendor-readiness-assessment-report

(b) Upon request, Vendors shall provide a current independent 3rd party assessment report in accordance with the following subparagraphs (i)-(iii) prior to contract award. However, Vendors are encouraged to provide a current independent 3rd party assessment report in accordance with subparagraphs (i)-(iii) at the time of offer submission.

(i) Federal Risk and Authorization Management Program (FedRAMP) certification, SOC 2 Type 2, ISO 27001, or HITRUST are the preferred assessment reports for any Vendor solutions which will handle data classified as Medium Risk (Restricted) or High Risk (Highly Restricted).

(ii) A Vendor that cannot provide a preferred independent 3rd party assessment report as described above may submit an alternative assessment, such as a SOC 2 Type 1 assessment report.

https://it.nc.gov/document/statewide-data-classification-and-handling-policy https://it.nc.gov/document/statewide-data-classification-and-handling-policy https://it.nc.gov/documents/vendor-readiness-assessment-report

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

The Vendor shall provide an explanation for submitting the alternative assessment report.

If awarded this contract, a Vendor who submits an alternative assessment report shall submit one of the preferred assessment reports no later than 365 days of the Effective Date of the contract. Timely submission of this preferred assessment report shall be a material requirement of the contract.

(iii) An IaaS vendor cannot provide a certification or assessment report for a SaaS provider UNLESS permitted by the terms of a written agreement between the two vendors and the scope of the IaaS certification or assessment report clearly includes the SaaS solution.

(c) Additional Security Documentation. Prior to contract award, the State may in its discretion require the Vendor to provide additional security documentation, including but not limited to vulnerability assessment reports and penetration test reports. The awarded Vendor shall provide such additional security documentation upon request by the State during the term of the contract.

3.3 ENTERPRISE SPECIFICATIONS

3.3.1 ARCHITECTURE DIAGRAMS - RESERVED

3.3.2 SOLUTION ROADMAP

A Solution Roadmap defines the vision and strategic elements of the solution. The Solution Roadmap is a plan of action for how a Solution will evolve over time. The minimum content should include:

• Vision for the solution

• High-level functionality expected for each solution release into production environment

• High-level timeline

• Description of how customer feedback is collected and incorporated into solution enhancements

Describe the solution roadmap for your product. Include content on release strategies for functionality, roadmap for technical architecture, how scalability of solution is planned.

3.3.3 IDENTITY AND ACCESS MANAGEMENT - RESERVED

3.3.4 INTEGRATION APPROACH - RESERVED

3.3.5 DISASTER RECOVERY AND BUSINESS CONTINUITY

Describe the proposed solution capabilities related to the following areas:

Disaster Recovery Plan (DRP) – describe how proposed solution supports Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO) metrics.

System Backup – describe backup plan capabilities.

Disaster Recovery Testing – describe the frequency and test procedures for end-to-end disaster recovery testing. Business Continuity Plan (BCP) – describe capabilities proposed solution can provide in support of agency’s continuity of operations and incident responses.

3.3.6 DATA MIGRATION - RESERVED

3.3.7 APPLICATION MANAGEMENT

Describe how the proposed solution monitors and reports the metrics on system performance.

Describe how the proposed solution manages user administration.

Describe the audit capabilities of proposed solution related to management of the application.

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

3.3.8 ACCESSIBILITY

Describe how the proposed solution complies with industry accessibility standards.

Provide product documentation that demonstrates how the proposed solution is digitally accessible or if not fully accessible, provide the roadmap with timeline for remediation.

Standards include:

• W3C Web Accessibility Initiative - Web Content Accessibility Guidelines (WCAG) 2.1: https://www.w3.org/TR/WCAG21/

• Section 508: https://www.section508.gov/

• Voluntary Product Accessibility Template (VPAT®):

https://www.itic.org/policy/accessibility/vpat

3.3.9 HIGHER EDUCATION COMMUNITY VENDOR ASSESSMENT TOOLKIT

The Guilford Technical Community College (GTCC) Information Technology Services (ITS) Department requires Vendors proposing Software as a Service (SaaS) or other vendor‑hosted solutions that store, process, or transmit student information to complete a Higher Education Community Vendor Assessment Toolkit (HECVAT).

Based on the scope of services, data sensitivity, and risk level of the proposed solution, GTCC’s ITS Department will determine the appropriate HECVAT scope and required question set. The HECVAT shall be completed and executed by the Vendor, and all information provided shall be current and accurate.

The required HECVAT shall be submitted upon request by the Agency and must be provided prior to contract award. Failure to submit the required HECVAT in a timely manner may render the Vendor ineligible for award.

ENTERPRISE, SERVICES, AND STANDARDS

Vendors should refer to the Vendor Resources Page for information on North Carolina Department of Information Technology regarding architecture, security, strategy, data, digital, identity and access management and other general information on doing business with state IT process.

The Vendor Resources Page found at the following link: https://it.nc.gov/vendor-engagement-resources. This site provides vendors with statewide information and links referenced throughout the RFP document. Agencies may request additional information.

3.4 BUSINESS AND TECHNICAL REQUIREMENTS

Vendors must meet all requirements in this section. Failure to satisfy any requirement may result in the Vendor’s Offer being deemed non‑responsive and excluded from further evaluation.

3.4.1 GENERAL SERVICE CAPABILITY

Vendors must meet all requirements in this section. Failure to satisfy any requirement may result in the Vendor’s Offer being deemed non‑responsive and excluded from further evaluation.

3.4.2 REGULATORY COMPLIANCE

The Vendor must demonstrate the ability to perform all services in compliance with:

• Federal student financial aid regulations, including Title IV of the Higher Education Act of 1965, as amended https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.w3.org%2FTR%2FWCAG21%2F&data=05%7C02%7Cstarr.christen%40nc.gov%7C3737b44528934d4e45f508dc3a2fddad%7C7a7681dcb9d0449a85c3ecc26cd7ed19%7C0%7C0%7C638449224463390497%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=e02p3b8aB5KB1xe2s6LB3ksZyRtoo09MCHTXDzO5E6Q%3D&reserved=0 https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.section508.gov%2F&data=05%7C02%7Cstarr.christen%40nc.gov%7C3737b44528934d4e45f508dc3a2fddad%7C7a7681dcb9d0449a85c3ecc26cd7ed19%7C0%7C0%7C638449224463398992%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=pzgUTV7chyDcngdl6SvQJ3tAIz7RLJvSY02jf8A4SRg%3D&reserved=0 https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.itic.org%2Fpolicy%2Faccessibility%2Fvpat&data=05%7C02%7Cstarr.christen%40nc.gov%7C3737b44528934d4e45f508dc3a2fddad%7C7a7681dcb9d0449a85c3ecc26cd7ed19%7C0%7C0%7C638449224463405831%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=5PxuYxDYvzebQ0oJ4qLv%2BXmBS25YhqJa3ms9L3r8c8c%3D&reserved=0 https://it.nc.gov/vendor-engagement-resources https://it.nc.gov/vendor-engagement-resources

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

• Family Educational Rights and Privacy Act (FERPA)

• Applicable U.S. Department of Education guidance related to default prevention and third‑party servicers

• Applicable North Carolina laws, policies, and procurement requirements

3.4.3 DATA ACCESS AND SECURITY

The Vendor must be capable of:

• Accessing borrower data through the National Student Loan Data System (NSLDS) and other authorized federal sources

• Securely managing student data classified as High Risk (Highly Restricted) under the North Carolina Statewide Data Classification and Handling Policy

• Limiting data use solely to purposes related to default prevention, loan counseling, reporting, and contract performance

3.4.4 BORROWER OUTREACH AND COUNSELING

The Vendor must provide:

• Proactive borrower outreach using multiple communication channels, including telephone and email

• Outreach during prime‑time hours, including early weekday evenings

• Individualized borrower counseling regarding repayment plans, income‑driven repayment options, deferment, and forbearance

• Assistance facilitating borrower communication with federal loan servicers

3.4.5 REPORTING AND TRANSPARENCY

The Vendor must provide:

• Regular operational and performance reporting related to borrower outreach, delinquency, resolution outcomes, and trends

• Secure access for designated College personnel to view reports and service activity

• Reports sufficient to support internal monitoring and federal compliance efforts

3.4.6 CONTRACTUAL AND OPERATIONAL READINESS

The Vendor must:

• Be capable of performing services under an indefinite quantity, agency‑specific contract

• Provide required security documentation, including a completed VRAR for non‑State hosted solutions

• Agree to comply with all terms and conditions of this RFP, including NCDIT Terms and

Conditions

3.5 BUSINESS AND TECHNICAL SPECIFICATIONS

In this section, Vendors are requested to describe how their proposed solution meets the specifications below. These specifications represent GTCC’s needs and expectations. Vendors should provide clear, concise, and relevant descriptions and avoid generic marketing language.

3.5.1 BORROWER IDENTIFICATION AND PRIORITIZATION

Describe how the proposed solution:

• Identifies borrowers who are delinquent, approaching delinquency, or otherwise at risk of default

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

• Prioritizes borrowers for outreach based on risk indicators, delinquency status, or federal timelines

• Utilizes NSLDS and other authorized data sources in borrower identification

3.5.2 OUTREACH METHODOLOGY

Describe:

• Outreach strategies employed to contact borrowers

• Frequency and sequencing of contact attempts

• How outreach methods are adjusted based on borrower response or lack of response

• Availability of bilingual or multilingual borrower support, if applicable

3.5.3 COUNSELING AND DEFAULT AVERSION SERVICES

Describe how the proposed solution provides:

• Individualized counseling on repayment plan options and financial hardship alternatives

• Education to borrowers regarding the consequences of delinquency and default

• Support in connecting borrowers directly with loan servicers to resolve delinquent loans

3.5.4 SERVICER COORDINATION

Describe:

• Processes used to coordinate with federal loan servicers and guaranty agencies

• How borrower demographic updates are handled and transmitted, as permitted by law

• How resolution outcomes are verified and documented

3.5.5 DATA MANAGEMENT AND SECURITY PRACTICES

Describe:

• Data protection controls implemented to safeguard student information

• Data retention and destruction practices upon contract termination or expiration

• Incident response and notification procedures related to unauthorized data access

3.5.6 REPORTING AND PERFORMANCE MEASUREMENT

Describe:

• Standard reports provided to the College, including sample metrics

• How outreach activity, borrower engagement, and resolution outcomes are reported

• How data accuracy and reporting integrity are ensured

3.5.7 APPLICATION MANAGEMENT AND AVAILABILITY

Describe:

• System availability and uptime expectations

• User access controls for College staff

• Audit logging or monitoring capabilities related to system access and activity

3.5.8 DISASTER RECOVER AND BUSINESS CONTINUITY

Describe:

• Disaster recovery capabilities, including recovery time objectives (RTOs) and recovery point objectives (RPOs)

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

• Backup processes and testing frequency

• Business continuity practices supporting uninterrupted service delivery

3.5.9 ACCESSIBILITY

Describe:

• How web‑based components of the solution address digital accessibility standards, including WCAG 2.1 and Section 508

• Any known accessibility limitations and planned remediation efforts, if applicable

4.0 COST OF VENDOR’S OFFER

4.1 OFFER COSTS

Vendors shall submit a complete and itemized cost proposal using ATTACHMENT D: COST FORM.

All costs associated with the performance of the services described in this RFP shall be clearly identified.

The cost proposal shall include, as applicable:

• One‑time or implementation costs

• Recurring or ongoing service fees

• Per‑borrower or per‑account fees

• Outcome‑based or performance‑based fees

Any other costs necessary to fully perform the services described in this RFP All pricing shall represent the total cost to the Agency for complete performance of the services offered. Costs not specifically identified in the Vendor’s cost proposal shall be deemed included in the proposed prices and will not be paid separately.

4.2 PAYMENT SCHEDULE

Vendors shall describe their proposed payment and invoicing structure based on the services offered.

Payment will be made only for services that have been performed and accepted in accordance with the terms and conditions of the resulting contract.

This solicitation will result in an indefinite quantity, agency‑specific contract. The Agency makes no guarantee of minimum or maximum service volumes. Payment shall be based on actual services performed during the contract term, subject to the availability of funds.

5.0 EVALUATION

All offers received in response to this Request for Proposals (RFP) shall be evaluated to determine the offer that is most advantageous to the State, in accordance with N.C.G.S. §§ 143B‑1350(h) and 143‑135.9(a)(1). Evaluation shall consider best value, substantial conformity with the requirements and specifications of this RFP, compliance with applicable information technology security standards and policies, and other conditions set forth herein.

5.1 SOURCE SELECTION

A trade‑off / ranking method of source selection shall be utilized for this procurement in accordance with 9 NCAC 06B .0302. This method allows the State to award the contract to the Vendor whose offer provides the Best Value, recognizing that the award may not necessarily be made to the lowest‑priced or highest‑scoring technical offer.

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

EVALUATION PROCESS

a) Responsiveness Review:

All offers shall be initially reviewed to determine whether they are responsive. Offers found to be non‑responsive may be excluded from further evaluation.

b) Substantial Conformity:

Responsive offers shall be evaluated to determine substantial conformity with the requirements and specifications of this RFP. An offer that fails to meet the intent of one or more material requirements may be deemed deficient. A serious deficiency in any one evaluation factor may result in rejection of the offer regardless of overall score.

c) Clarifications, Presentations, and Interviews:

The evaluation committee may request written clarifications, oral presentations, or interviews from one or more Vendors as permitted under 9 NCAC 06B .0307. The State may accept or reject clarification responses, in whole or in part, at its discretion. Vendors are advised that clarifications are not guaranteed and should submit complete and accurate offers. Vendors may be required to provide qualified personnel to participate in evaluation activities at a location designated by the State.

d) Completeness of Offers:

The State is not obligated to request, nor to accept after the proposal submission deadline, information required for a complete evaluation. Vendors bear full responsibility for ensuring their offers contain all required information.

5.2 EVALUATION CRITERIA

Offers shall be evaluated based on the criteria below, listed in order of importance. The State reserves the right to determine the relative strengths and weaknesses of each offer in accordance with this

RFP.

1) Substantial Conformity with Requirements and Specifications:

The extent to which the Vendor’s offer complies with and demonstrates an understanding of the business and technical requirements and specifications set forth in this RFP, including Section

3.4 and Section 3.5.

2) Quality and Effectiveness of the Proposed Solutions:

The overall quality of the proposed Student Loan Default Prevention and Management Services, including borrower outreach methodologies, counseling approach, reporting capabilities, and alignment with GTCC’s operational needs.

3) Total Cost of Ownership:

The total cost to the Agency for the proposed services, including all one‑time, recurring, per‑unit, and outcome‑based costs, evaluated in accordance with Section 4 and ATTACHMENT D: Cost Form.

4) Security and Data Protection Compliance:

The Vendor’s adherence to the Security Specifications in Section 3.2, including the completeness and quality of the Vendor Readiness Assessment Report (VRAR) and any supporting security documentation.

5) Service Reliability and Continuity:

The Vendor’s demonstrated approach to application management, system availability, disaster recovery, and business continuity as described in Section 3.3 and related specifications.

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

6) Vendor Experience, Past Performance, and References:

The Vendor’s experience providing similar services to public higher education institutions or comparable entities, including the quality of references, documented performance outcomes, and demonstrated expertise in default prevention and borrower management. The State reserves the right to consider prior performance with the State of North Carolina.

7) Risks and Exceptions:

Risks associated with the Vendor’s offer, including financial stability, reliance on third parties, proposed exceptions or deviations from the RFP requirements, and any contractual, operational, or technical risks identified during evaluation.

5.3 BEST AND FINAL OFFERS (BAFO)

The State may establish a competitive range based upon evaluations of offers, and request BAFOs from the Vendor(s) within this range; e.g. “Finalist Vendor(s)”. If negotiations or subsequent offers are solicited, the Vendor(s) shall provide BAFO(s) in response. Failure to deliver a BAFO when requested shall disqualify the non-responsive Vendor from further consideration. The State will evaluate BAFO(s), oral presentations, and product demonstrations as part of the Vendors’ respective offers to determine the final rankings.

5.4 POSSESSION AND REVIEW

During the evaluation period and prior to award, possession of the bids and accompanying information is limited to personnel of the issuing agency, and to the committee responsible for participating in the evaluation. Vendors who attempt to gain this privileged information, or to influence the evaluation process (i.e. assist in evaluation) will be in violation of purchasing rules and their offer will not be further evaluated or considered.

After award of contract the complete bid file will be available to any interested persons with the exception of trade secrets, test information or similar proprietary information as provided by statute and rule. Any proprietary or confidential information, which conforms to exclusions from public records as provided by N.C.G.S. §132-1.2 must be clearly marked as such in the offer when submitted.

6.0 VENDOR INFORMATION AND INSTRUCTIONS

6.1 GENERAL CONDITIONS OF OFFER

6.1.1 VENDOR RESPONSIBILITY

It shall be the Vendor’s responsibility to read this entire document, review all enclosures and attachments, and comply with all specifications, requirements and the State’s intent as specified herein. If a Vendor discovers an inconsistency, error or omission in this solicitation, the Vendor should request a clarification from the State’s contact person.

The Vendor will be responsible for investigating and recommending the most effective and efficient solution. Consideration shall be given to the stability of the proposed configuration and the future direction of technology, confirming to the best of its ability that the recommended approach is not short lived. Several approaches may exist for hardware configurations, other products and any software. The Vendor must provide a justification for their proposed hardware, product and software solution(s) along with costs thereof. Vendors are encouraged to present explanations of benefits and merits of their proposed solutions together with any accompanying Services, maintenance, warranties, value added Services or other criteria identified herein.

6.1.2 RIGHTS RESERVED

While the State has every intention to award a contract as a result of this RFP, issuance of the RFP in no way constitutes a commitment by the State of North Carolina, or the procuring Agency, to award a contract. Upon determining that any of the following would be in its best interests, the State may:

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

a) waive any formality;

b) amend the solicitation;

c) cancel or terminate this RFP;

d) reject any or all offers received in response to this RFP;

e) waive any undesirable, inconsequential, or inconsistent provisions of this RFP;

f) if the response to this solicitation demonstrate a lack of competition, negotiate directly with one or more Vendors;

g) not award, or if awarded, terminate any contract if the State determines adequate State funds are not available; or

h) if all offers are found non-responsive, determine whether Waiver of Competition criteria may be satisfied, and if so, negotiate with one or more known sources of supply.

6.1.3 SOLICITATION AMENDMENTS OR REVISIONS

Any and all amendments or revisions to this document shall be made by written addendum from the Agency Procurement Office. If either a unit price or extended price is obviously in error and the other is obviously correct, the incorrect price will be disregarded.

6.1.4 ORAL EXPLANATIONS

The State will not be bound by oral explanations or instructions given at any time during the bidding process or after award. Vendor contact regarding this RFP with anyone other than the State’s contact person may be grounds for rejection of said Vendor’s offer. Agency contact regarding this RFP with any Vendor may be grounds for cancellation of this RFP.

6.1.5 E-PROCUREMENT

This is an E-Procurement solicitation. See ATTACHMENT B, paragraph #33 of the attached North Carolina Department of Information Technology Terms and Conditions.

The Terms and Conditions made part of this solicitation contain language necessary for the implementation of North Carolina’s statewide E-Procurement initiative. It is the Vendor’s responsibility to read these terms and conditions carefully and to consider them in preparing the offer. By signature, the Vendor acknowledges acceptance of all terms and conditions including those related to E- Procurement.

a) General information on the E-Procurement service can be found at http://eprocurement.nc.gov/

b) Within two days after notification of award of a contract, the Vendor must register in NC E- Procurement @ Your Service at the following website:

http://eprocurement.nc.gov/Vendor.html

c) As of the RFP submittal date, the Vendor must be current on all E-Procurement fees. If the Vendor is not current on all E-Procurement fees, the State may disqualify the Vendor from participation in this RFP.

6.1.6 ELECTRONIC VENDOR PORTAL (EVP)

The State has implemented the electronic Vendor Portal (eVP) that allow the public to retrieve award notices and information on the Internet at https://evp.nc.gov. https://www.ips.state.nc.us/ips/ Results may be found by searching by Solicitation Number or agency name. This information may not be available for several weeks dependent upon the complexity of the acquisition and the length of time to complete the evaluation process.

http://eprocurement.nc.gov/ http://eprocurement.nc.gov/Vendor.html https://evp.nc.gov/ https://www.ips.state.nc.us/ips/

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

6.1.7 PROTEST PROCEDURES

Protests of awards exceeding $25,000 in value must be submitted to the issuing Agency at the address given on the first page of this document. Protests must be received in the purchasing agency’s office within fifteen (15) calendar days from the date of this RFP award and provide specific reasons and any supporting documentation for the protest. All protests are governed by Title 9, Department of Information Technology (formerly Office of Information Technology Services), Subchapter 06B Sections .1101 - .1121.

6.2 GENERAL INSTRUCTIONS FOR VENDOR

6.2.1 SITE VISIT OR PRE-OFFER CONFERENCE - RESERVED

6.2.2 QUESTIONS CONCERNING THE RFP

Written questions concerning this Solicitation will be received until Wednesday, April 22, 2026 at

5:00 PM ET.

They must be submitted to the contact person listed on Page One of this Solicitation via mdperry2@gtcc.edu. Please enter “Questions Solicitation 99-MP25036” as the subject for the message. Questions should be submitted in the following format:

REFERENCE VENDOR QUESTION

RFP Section, Page Number

6.2.3 ADDENDUM TO RFP

If a pre-offer conference is held or written questions are received prior to the submission date, an addendum comprising questions submitted and responses to such questions, or any additional terms deemed necessary by the State shall become an Addendum to this RFP and provided via the State’s Ariba Sourcing Tool. Vendors’ questions posed orally at any pre-offer conference must be reduced to writing by the Vendor and provided to the Purchasing Officer as directed by said Officer. Oral answers are not binding on the State.

Critical updated information may be included in these Addenda. It is important that all Vendors bidding on this RFP periodically check the State’s Sourcing Tool for all Addenda that may be issued prior to the offer opening date.

6.2.4 COSTS RELATED TO OFFER SUBMISSION

Costs for developing and delivering responses to this RFP and any subsequent presentations of the offer as requested by the State are entirely the responsibility of the Vendor. The State is not liable for any expense incurred by the Vendors in the preparation and presentation of their offers.

All materials submitted in response to this RFP become the property of the State and are to be appended to any formal documentation, which would further define or expand any contractual relationship between the State and the Vendor resulting from this RFP process.

6.2.5 VENDOR ERRATA AND EXCEPTIONS

Any errata or exceptions to the State’s requirements and specifications may be presented on a separate page labeled “Exceptions to Requirements and Specifications”. Include references to the corresponding requirements and specifications of the Solicitation. Any deviations shall be explained in detail. The Vendor shall not construe this paragraph as inviting deviation or implying that any deviation will be acceptable.

mailto:mdperry2@gtcc.edu

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

Offers of alternative or non-equivalent goods or services may be rejected if not found substantially conforming; and if offered, must be supported by independent documentary verification that the offer substantially conforms to the specified goods or services specification. If a vendor materially deviates from RFP requirements or specifications, its offer may be determined to be non-responsive by the State.

Offers conditioned upon acceptance of Vendor Errata or Exceptions may be determined to be non-responsive by the State.

6.2.6 ALTERNATE OFFERS

The Vendor may submit alternate offers for various levels of service(s) or products meeting specifications. Alternate offers must specifically identify the RFP specifications and advantage(s) addressed by the alternate offer. Any alternate offers must be clearly marked with the legend as shown herein. Each offer must be for a specific set of Services or products and offer at specific pricing. If a Vendor chooses to respond with various service or product offerings, each must be an offer with a different price and a separate RFP offer. Vendors may also provide multiple offers for software or systems coupled with support and maintenance options, provided, however, all offers must satisfy the specifications.

Alternate offers must be submitted in a separate document and clearly marked “Alternate Offer for ‘name of Vendor’” and numbered sequentially with the first offer if separate offers are submitted.

6.2.7 MODIFICATIONS TO OFFER

An offer may not be unilaterally modified by the Vendor.

6.2.8 BASIS FOR REJECTION

Pursuant to 9 NCAC 06B.0401, the State reserves the right to reject any and all offers, in whole or in part; by deeming the offer unsatisfactory as to quality or quantity, delivery, price or service offered;

non-compliance with the specifications or intent of this solicitation; lack of competitiveness; error(s) in specifications or indications that revision would be advantageous to the State; cancellation or other changes in the intended project, or other determination that the proposed specification is no longer needed; limitation or lack of available funds; circumstances that prevent determination of the best offer; or any other determination that rejection would be in the best interest of the State.

6.2.9 NON-RESPONSIVE OFFERS

Vendor offers will be deemed non-responsive by the State and will be rejected without further consideration or evaluation if statements such as the following are included:

• “This offer does not constitute a binding offer”,

• “This offer will be valid only if this offer is selected as a finalist or in the competitive range”,

• “The Vendor does not commit or bind itself to any terms and conditions by this submission”,

• “This document and all associated documents are non-binding and shall be used for discussion purposes only”,

• “This offer will not be binding on either party until incorporated in a definitive agreement signed by authorized representatives of both parties”, or

• A statement of similar intent

6.2.10 VENDOR REGISTRATION WITH THE SECRETARY OF STATE

Vendors do not have to be registered with the NC Secretary of State to submit an offer; however, in order to receive an award/contract with the State, they must be registered. Registration can be completed at the following website: https://www.sosnc.gov/Guides/launching_a_business https://www.sosnc.gov/Guides/launching_a_business

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

6.2.11 VENDOR REGISTRATION AND SOLICITATION NOTIFICATION SYSTEM

The NC electronic Vendor Portal (eVP) allows Vendors to electronically register with the State to receive electronic notification of current procurement opportunities for goods and Services available at the following website: https://evp.nc.gov.

This RFP is available electronically on the electronic Vendor Portal (eVP) at the following website:

https://evp.nc.gov.

6.3 INSTRUCTIONS FOR OFFER SUBMISSION

6.3.1 GENERAL INSTRUCTIONS FOR OFFER

Vendors are strongly encouraged to adhere to the following general instructions in order to bring clarity and order to the offer and subsequent evaluation process:

a) Organize the offer in the exact order in which the specifications are presented in the RFP. The

Execution page of this RFP must be placed at the front of the Proposal. Each page should be numbered. The offer should contain a table of contents, which cross-references the RFP specification and the specific page of the response in the Vendor's offer.

b) Provide complete and comprehensive responses with a corresponding emphasis on being concise and clear. Elaborate offers in the form of brochures or other presentations beyond that necessary to present a complete and effective offer are not desired.

c) Clearly state your understanding of the problem(s) presented by this RFP including your proposed solution’s ability to meet the specifications, including capabilities, features, and limitations, as described herein, and provide a cost offer.

d) Supply all relevant and material information relating to the Vendor’s organization, personnel, and experience that substantiates its qualifications and capabilities to perform the Services and/or provide the goods described in this RFP. If relevant and material information is not provided, the offer may be rejected from consideration and evaluation.

e) Furnish all information requested; and if response spaces are provided in this document, the Vendor shall furnish said information in the spaces provided. Further, if required elsewhere in this RFP, each Vendor must submit with its offer sketches, descriptive literature and/or complete specifications covering the products offered. References to literature submitted with a previous offer will not satisfy this provision. Proposals that do not comply with these instructions may be rejected.

f) Any offer that does not adhere to these instructions may be deemed non-responsive and rejected on that basis.

g) Only information that is received in response to this RFP will be evaluated. Reference to information previously submitted or Internet Website Addresses (URLs) will not suffice as a response to this solicitation.

6.3.2 OFFER ORGANIZATION

To ensure clarity and consistency in evaluation, Vendors shall organize their response in the same order and number structure used in this RFP. Each section of the Vendor’s Offer should directly correspond to the applicable RFP section.

All required forms, attachments, and exhibits must be completed and included in the appropriate sections of the response. Any discussion of costs, rates, or expenses shall be confined to Section

4.0 – Cost of Vendor’s Offer and the completed Attachment D – Cost Form.

At a minimum, the Offer shall be clearly indexed and organized in the following format:

https://evp.nc.gov./ https://evp.nc.gov./

Student Loan Default Prevention and Management Services – [Guilford Technical Community College – 99-MP25036

October 9 2025

a) Signed Execution Page AND all pages of this solicitation document in ONE (1) PDF. This includes:

• Attachments A and B

• Completed Description of Vendor Submitting Offer Form (Attachment C)

• Completed Cost Form of Vendor’s Offer (Attachment D)

• Completed and Signed Vendor Certification Form (Attachment E)

• Completed Location of Workers Utilized by Vendor Form (Attachment F)

• Completed References (Attachment G)

• Completed Financial Statements (Attachment H)

b) Vendor Response to Business and Technical Requirements and Specifications

c) Security Vendor Readiness Assessment Report (VRAR)

d) Errata and Exceptions, if any

e) Vendor License, Support, or Maintenance Agreements, if applicable

f) Optional Supporting Materials, if any, presented in a clearly labeled appendix

Vendors are advised that failure to follow the required organization and submission format may result in the Offer being deemed non-responsive.

6.3.3 OFFER SUBMITTAL

Due Date: Wednesday, May 6, 2026 Time: 3:00 PM ET

IMPORTANT NOTE: Vendor shall bear the risk for late submission due to unintended or…