RFP #27-4-ITS Transportation Software Solution for DSS Re-Bid Functional Requirements.xlsx

XLSX spreadsheet 43 KB Posted Oct 26, 2026

Attached to: RFP #27-4-ITS TRANSPORTATION SOFTWARE SOLUTION FOR DSS RE-BID
Solicitation number: 600RFP #27-4-ITS
Issued by: Cumberland County, North Carolina

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Written by GovTribe AI · Oct 27, 2026

This is a functional requirements document for RFP #27-4-ITS Transportation Software Solution for DSS Re-Bid issued by the State of North Carolina. The document outlines comprehensive specifications for a non-emergency medical transportation (NEMT) software system that will serve the Department of Social Services. The RFP solicits responses from vendors capable of providing a complete transportation management solution with integrated modules for client management, trip scheduling, dispatching, driver and vehicle management, billing and invoicing, and reporting and analytics. The functional requirements encompass vendor profile information, support capabilities, contract terms and guarantees, product and licensing specifications, system infrastructure for SaaS models, security and compliance features, user management, and technical performance standards. No specific response due dates, site visits, bidder conferences, award dates, or contract term lengths are detailed in this functional requirements document, as it serves as the technical specification component of the broader RFP process.

The document does not contain explicit pricing terms, contract pricing structures, or pricing escalation schedules within the functional requirements section. No set-asides for disadvantaged business enterprises, women-owned small businesses, or other protected classifications are specified in this technical specification document. The solicitation emphasizes vendor accountability through service level agreements, performance guarantees related to implementation timelines and problem resolution, and detailed security and compliance requirements aligned with North Carolina state mandates and HIPAA regulations. Key requirements include 99.9% system uptime excluding scheduled maintenance, 4-hour recovery capability after major failures, support for at least 50 concurrent users, dashboard load times within 3 seconds, integration with Google Maps for real-time tracking, and compliance with accessibility standards under the Americans with Disabilities Act.

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Vendor Profile

Vendor Profile		Vendor Response/Comments
A.1	Provide your company’s name, address, main telephone number, website, and identify if your company is publicly traded and/or privately held?
A.2	List the number of employees in each category:
A.2.1	Executives and Managers
A.2.2	Marketing/Sales
A.2.3	Installation/Implementation
A.2.4	Research and Development
A.2.5	Application Support
A.2.6	Technical Support
A.2.7	Customer Service
A.2.8	Project Management
A.3	Provide the main contact information to include name, title, address, telephone number, and email.
A.4	Identify the number of years as a Medical Transportation Services System vendor.
A.5	Identify the number of live sites and the version #.
A.6	Identify the number of new Medical Transportation Services System installations over the last 3 years.
A.7	What is the percentage of vendor-provided installs vs. outsourced to 3rd party companies?
A.8	What is the size of existing user base?
A.9	Does the product have a North Carolina presence? If yes, provide the # of install sites.
A.10	Provide references for three (3) clients in North Carolina using the same proposed product that are similar in size and service type to our organization. Please include contact name, job title, business name, address, phone #, and email address.
A.11	What is the current implementation timeframe when using only vendor-supplied resources?
A.12	Do you have a sample project plan? If yes, attach as an addendum.
A.13	Provide the number and percentage of businesses in 2025 that did not get installed four (4) to six (6) months after signing contract?
A.14	How many organizations have deinstalled your Medical Transportation Services System over the past two (2) years? Please identify why.
A.15	What is your Medical Transportation Services System customer retention for the years 2023, 2024, and 2025?
A.16	What was your total Full Time Employees (FTEs) last year?
A.17	What are your total Full Time Employees (FTEs) this year?
A.18	What percentage of revenue did your company expend for research and development on your proposed products during the last three (3) fiscal years?
A.19	What amount is budgeted for the current and next fiscal year?
A.20	Provide your most recently completed fiscal year financial statements and annual report, and other evidence of financial sustainability.
A.21	List the names of any technology companies that your organization partners with, the nature of your relationship, and the value that it brings to your proposed solution and to our organization.
A.22	Explain how your company is planning to meet the increase in demand for your Medical Transportation Services System product (including implementation, training, and support) over the next five (5) years.
A.23	Please provide information on any lawsuits or judgments within the last five (5) years. Please indicate any cases that you cannot respond to as they were settled with a non-disclosure clause.
A.24	Has your company acquired, been acquired, merged with other organizations, or had any "change in control" events within the last five (5) years? If yes, please provide details.
A.25	Is your company planning to acquire, be acquired, merge with other organizations, or will have any "change in control" events within the next five (5) years? If yes, please provide details.
A.26	Does your company use resellers to distribute your product(s)?
	If yes, please answer the following:
A.26.1	What is your reseller structure?
A.26.2	Who are your resellers who are authorized to sell within North Carolina?
	If no, please answer the following:
A.26.3	What is your distribution and sales structure?
A.27	Does your company participate in any North Carolina Cooperative Purchasing Programs? (i.e., Omina, SHI, Carahsoft, etc.). If yes, please provide the contract number, the contract link and/or a copy of the contract.

Vendor Support

Vendor Support		Vendor Response/Comments
B.1	Do you offer multiple support programs? Please provide a detailed list of each with your standard service level agreement (SLA) for each support program.
B.2	What are your support statistics (# of Support Calls to the % of resolutions at each severity level)?
B.3	Define the Support Structure (Tiered Approach, Client assigned 1 point of contact, etc.).
B.4	What is your availability to the businesses for meetings to discuss Medical Transportation Services System issues and concerns?
B.5	When is customer support available?
B.5.1	What are the preferred methods of customer support contact? (i.e., phone call, email, online helpdesk, etc.)
B.5.2	Where is your customer support staff located? Are they ‘off-shore’?
B.5.3	What are your normal hours of support? Please identify what time zone.
B.5.4	How is after-hours support handled?
B.5.5	Will someone be on-call at all times?
B.6	Identify your Problem/Resolution Process:
B.6.1	Response time expectations for all levels of severity
B.6.2	Average time to close tickets by severity level
B.6.3	Escalation Process
B.6.4	Severity Level System
B.6.5	Issue/Resolution Tracking System
B.6.6	Test System vs. Live System
B.7	Who has ownership of the following:
B.7.1	Data
B.7.2	Software
B.7.3	Enhancements or Customizations Paid for by Customer
B.7.4	Hardware
B.7.5	Servers
B.7.6	Workstations
B.8	What are your additional fee-based services?
B.9	Do you have online support ? (i.e., Knowledgebase, Info Center, etc.)
B.10	Is remote assistance an option for workstation and server issues?
B.11	Do you have a user forum for businesses to seek help from peers and to share ideas?
B.12	Explain your On-going Maintenance.
B.13	Upgrade Process
B.13.1	Will customer get to choose which upgrades they want?
B.13.2	What is your organization frequency of upgrades?
B.13.3	How long can a customer delay an upgrade without losing support?
B.13.4	Will training be provided for new functionality? If yes, what type of training? (i.e., in-person, WebEx, Zoom, Microsoft Teams, onsite, etc.).
B.13.5	Identify who performs the upgrades.
B.14	Testing
B.14.1	Will customer get a chance to test the product in a test environment?
B.14.2	Will customer get access to test scripts from vendor?
B.14.3	Will customer have an opportunity to conduct User Acceptance Testing (UAT)?
B.14.4	Will customer have the ability to have a test environment after the proposed product is installed? If no, please explain why not.
B.15	Product Enhancement Requests
B.15.1	If the customer wants to add an enhancement, what is the process?
B.15.2	Are there additional costs for an enhancement?
B.15.3	How soon will customer be able to view, test, and use enhancement?
B.15.4	How will upgrades work with new enhancement?
B.15.5	Will all other customers receive the enhancement once the asking organization has paid for it?
B.16	Technical Support
B.16.1	What hours is technical phone support available? Please identify what time zone.
B.16.2	Where is your technical support located?
B.16.3	What is the average time for issue resolution?
B.16.4	If a problem persists, what is the escalation process?
B.16.5	Do you have electronic ticketing for non-emergent technical support?
B.17	Technical Underpinnings
B.17.1	Do you provide hardware or have a relationship with a hardware vendor?
B.17.2	If working with a hardware vendor, do you have negotiated pricing with them?
B.18	Systems Environment
B.18.1	Do you provide a live environment?
B.18.2	Do you provide a testing environment?
B.18.3	Do you provide a training environment?
Contract Terms and Vendor Guarantees		Vendor Response/Comments
C.1	Will the customer be allowed to make payments based upon milestones with a significant portion of the fees not payable until "Go-Live"? If no, explain your payment schedule.
C.2	What is the vendor’s responsibility when:
C.2.1	Problem resolution is not met by a certain time based on severity level of the problem or issue, what happens?
C.2.2	Upgrades cause problems?
C.2.3	Training is not conducted in agreed upon timeframe and/or the training materials are not adequate or delivered per contract deliverables?
C.2.4	Implementation is not completed by vendor in the agreed upon timeframe due to issues related to the vendor (i.e., staffing conflicts, software problems, etc.)?
C.2.5	Incompatibility issues arise between hardware (that meets agreed upon specifications) and approved software?
C.2.6	Promised product functionality does not exist at time of implementation?
C.2.7	Damages to hardware during transport if purchased through vendor or while vendor is onsite during installation?
C.2.8	Data is corrupted during the course of normal use and operation of the product?
C.2.9	Service Level Agreements (SLAs) are not met?
C.3	Will you allow the representations made in your response to this Request for Proposal (RFP) to be incorporated into the contract? If no, please explain why not.
C.4	Will you agree to a cap on price increases? If yes, identify for how long?
C.5	If it takes our organization anywhere from 6 - 12 months to select a vendor after we have received the RFP bids back, how long will your organization guarantee the quoted price and your RFP responses.
C.6	How long will you guarantee to provide maintenance (or other support) on this product?
C.7	What is the process that you will follow when "sunsetting" this product?
C.8	Will you escrow the source code for this product?
C.9	Will you agree to the contract being governed by North Carolina law? If no, please explain.
C.10	Will you agree to negotiate a standard form contract for use by clients?
C.11	Will the scheduled and unscheduled absence of company key personnel impact the project timeline and deliverables? If yes, please explain.
C.12	If your company must cancel a scheduled project meeting for a specific date and time, what assurances will you give that ensures the delivery of project information relevant to the cancelled meeting?
Other Vendor Services Offered		Vendor Response/Comments
D.1	What other companies have you partnered with to provide services on your behalf and what is their contact information?
D.1.1	If their work is done on your behalf (i.e., implementation, upgrades, etc.), do you warranty their work as if it was your own?
D.2	Does your organization have Service Level Agreements (SLAs) that provide a specific level of service whether that is uptime, backups, restores, business hours, after hours, response times for system fixes, system availability, etc.? If yes, please attach as an addendum. If no, please explain.
D.3	Are there support options available for non-business hours? If so, what are they and are there additional costs for after-hours support?

Product and Licensing

Product Information		Vendor Response/Comments
E.1	What is the product name and version number you are proposing?
E.2	When is your next version release?
E.3	Is this product a Single Database for the entire medical transportation process? If no, explain what is not included.
E.4	Is this product a Client Server model?
E.5	Is this product a Hosted Software-As-A-Service (SAAS) model?
E.6	Does the product include a customer mobile device app for cellular, tablet, and/or iPad? If yes, identify the cost.
E.7	Was the product (or any of its significant functionality) acquired from another company? If yes, please answer the following:
E.7.1	What was the original company’s name that developed the product or functionality?
E.7.2	What was the original product name?
E.7.3	What version did you purchase?
E.8	List all modules available, their current version, and provide additional documents with all technical specifications, requirements, and dependencies for each module to operate fully with the "core" product.
E.9	What is the process to obtain data from the proposed product if a customer was to change their Medical Transportation Services System?
E.10	Will there ever be a charge/cost to copy, move, or retrieve customer data from the product should our organization decide to change vendors? If yes, identify the cost.
E.11	List all the ways in which a business could import their customer's data into the product:
E.11.1	FTP site
E.11.2	USB
E.11.3	PDF Format
E.11.4	Paper Copies
E.11.5	Excel Format
E.11.6	CSV
E.11.7	Other
E.12	The system supports both a total paperless function and a hybrid function.
E.13	The system provides a flexible, user modifiable, search mechanism for retrieval of customers and financial information.
E.14	The system provides a mechanism to capture, review, or amend client history.
E.15	The system tracks the original version of both internal and external transportation trips.
E.16	Is the system able to be customizable? If yes, identify what can be customized.
E.17	The system provides easy navigation between functions.
E.18	The system provides the ability to easily drill down to other modules/fields of the software.
E.19	The system provides the ability to maintain at least ten (10) years of history for data retention.
E.20	The system provides the ability to track all aspects of the client transportation history.
Licensing		Vendor Response/Comments
F.1	How is the product licensed? User and/or enterprise. Please explain the benefits of all licensing types in detail. If necessary, attach as an addendum.
F.2	Is the system access based on individual licensing, concurrent, or both? If yes, identify the cost.
F.3	Can user licenses be reassigned when a workforce member resigns or gets terminated? Identify who has the right to complete this task. (i.e., Sys Admin, Super User, Standard User, etc.).
F.4	If licensing is determined per workstation, does mobile devices count towards this licensing?
F.5	Does each module require a unique license?
F.6	In a concurrent licensing system, when are licenses released by the system (i.e., when the workstation is idle, locked, or only when user logs off, etc.)?
F.7	Identify the number of users allowed on the system at one time.
F.8	Identify how many administrators are allowed.
F.9	Provide a SQL server, web based platform software solution with unlimited users.
F.10	Identify every type and quantity of licenses that are needed for the proposed system.
System Communication		Vendor Response/Comments
G.1	Identify the types of communication available within the proposed system:
G.1.1	Email
G.1.2	Instant/Chat Messaging
G.1.3	Texting
G.1.4	Other
G.2	Are all of the communication types stored/recorded within the system?
G.3	Does the system provide an audit trail for all communication types?

Software-as-a-Service (SaaS)

	Infrastructure and Technology
(Software-as-a-Service: SaaS Model)		Yes, Included	Yes, Additional Cost	No	Vendor Response/Comments
	I.1	Do you provide direct SaaS solutions or require 3rd party vendor participation?
	I.2	How are support issues handled?
	I.3	Does a 3rd party vendor host any part of your product and/or data?
	I.4	Does your product require or recommend a firewall on the client side?
	I.4.1	If yes, what is the recommended manufacturer/model?
	I.5	Can the product be securely accessed from any location with an internet/broadband connection?
	I.5.1	What are the security requirements for remote users? (i.e., non-office users, server admins, etc.)
	I.6	What are the minimum bandwidth requirements?
	I.7	List all security enhancements that must be accommodated on client workstations (i.e., Internet sites trusted, active X controls enabled, Dot Net versions supported, registry modifications, etc.).
	I.8	Does the product support any of the following external devices:
	I.8.1	USB devices
	I.8.2	Scanners (Manufacturer/Model)
	I.8.3	Mobile devices
	I.8.4	Other Input devices
	I.9	What are the workstation requirements?
	I.9.1	Manufacturer/Model
	I.9.2	Processor
	I.9.3	Storage
	I.9.4	Memory
	I.9.5	Operating System
	I.10	Does the product require any type of client? (i.e., VMWare, client ware, Cisco VPN, etc.)
	I.11	What applications are supported and/or need to be installed on the workstations?
	I.11.1	Java
	I.11.2	Flash
	I.11.3	Adobe Reader
	I.11.4	Microsoft Office (i.e., Word, Excel, etc.)
	I.11.5	Antivirus
	I.11.6	Crystal Reports
	I.11.7	Open Office
	I.12	Require an Open Database Connectivity (ODBC) driver or SQL application on workstations?
	I.13	Any other applications required?
	I.14	How is data saved and stored?
	I.15	How will the customer be able to upload either paper or electronic customer records/required documents?
	I.16	Can information be exported to Excel, CSV, comma text delimited, and PDF format?
	I.17	Does the product allow reports to be created?
	I.17.1	Ad hoc reporting option?
	I.17.2	Provide a list of standard reports (no customization).
	I.18	How often is routine maintenance performed on remote system?
	I.18.1	Backups
	I.18.2	Updates
	I.18.3	Performance Monitoring and Enhancements
	I.19	Can you provide a contingency strategy or disaster recovery plan in the event internet service is lost and customer is unable to access your system and application?
	I.20	Do you have normal ‘downtime’ windows for system backup and maintenance?
	I.20.1	Does this affect access to the product?
	I.21	How is data gathered during internet outages?
	I.22	Is the data uploaded into the system when the internet is restored?
	I.22.1	Is this process done manually or automatically?
	I.22.2	How do we verify information has been uploaded?
	I.23	In the event access to your site is unavailable, what steps will you take to notify the customer of progress towards resolving the issue?
	I.23.1	What steps should the customer take during this time?
	I.24	In the past two (2) years, how many outages have you experienced due to your own infrastructure problems?
	I.25	Do you have redundant internet providers?
	I.26	What are the network infrastructure requirements?
	I.27	What are your security requirements and recommendations for business workstations?
	I.28	Is your site secured with encryption and antivirus?
	I.28.1	How often is access audited and by whom?
	I.28.2	Is there an off-site disaster recovery location for your server farm? If yes, identify where.
	I.28.3	How often is this tested?
	I.29	Identify who is responsible for maintaining any type of "exchange" servers if in use?
	I.30	The vendor will provide a separate database instance for testing purposes.
	I.31	Is direct data connectivity available? If no, what are the options (i.e., data dumps, export file, etc.) for obtaining data?
	I.32	Identify where your cloud servers are physically located.
	I.33	Identify your organization industry standards for governing cloud security (i.e., ISO/IEC 27002 and 27017, etc.).
	I.34	Identify if your organization has a cloud vendor security policy? If yes, please provide a copy as an addendum. If no, please explain.
	I.35	Identify the system web hosting technology:
	I.35.1	Microsoft Windows (version)
	I.35.2	IIS (version)
	I.35.3	PHP (version)
	I.35.4	MS SQL (version)
	I.35.5	MySQL (version)
	I.35.6	ASP.NET (version)
	I.35.7	Other (version)
	I.36	Identify the supported web browsers for the system:
	I.36.1	Google Chrome (version)
	I.36.2	Safari (version)
	I.36.3	Firefox/Mozilla (version)
	I.36.4	Microsoft Edge (version)
	I.36.5	Other (version)
	I.37	Does the organization own, operate, and maintain the infrastructure? If no, please explain who does.
	I.38	Identify the system network and power uptime percentage.
	I.39	Identify what guarantees your organization offer for uptime and what level of compensation should the County expect if these standards are not met.
	I.40	Does the pricing increase year after year? If yes, please provide an increase pricing chart for the next 5 years.
	I.41	Explain the technical support layout tiers.
	I.42	Identify how helpdesk tickets are submitted (i.e., phone call, helpdesk center within the product, email, etc.).
	I.43	Identify who has control over the County data.
	I.44	Identify who will have access to the County data.
	I.45	Does your organization monitor and document activity on the County account?
	I.46	Identify how the data is encrypted (i.e. 256-bit Advanced Encryption Standard (AES), etc.).
	I.47	Identify how the County data is isolated from your other clients.
	I.48	Explain the recovery process if your organization was to lose the County data.
	I.49	Identify which responsibilities rest on the County and which ones rest on your organization.
	I.50	Identify how often regular backups are performed.
	I.51	Identify the timeframe it would take your organization to perform a restore.
	I.52	Is direct data connectivity available? If no, what are the options (i.e., data dumps, export file, etc.) for obtaining data?
	I.53	Are there compliance and disclosure rules for the region/location where the servers and data are stored?
	I.54	Law's related to data. Does the laws of the County's locale or the server's locale apply?
	I.55	Does interstate commerce regulations apply?
	I.56	Are there tax implications relevant to storing data in another jurisdiction?
	I.57	Is there a clause with the cloud provider that they will use reasonable security controls and comply with any data privacy provisions?
	I.58	Identify who owns the encryption key (Vendor or County).
	I.59	Identify if your organization have a partnership in place with a cloud access security broker (CASB) vendor. If yes, please explain in detail.
	I.60	Identify the physical storage locations of the servers and data.
	I.61	Identify if there are any data segregation requirements.
	I.62	Identify and explain if your organization place restrictions on source IP addresses.

Security

Security and Security Features		Vendor Response/Comments
J.1	The system can authenticate with the County Active Directory so the end users do not have to create a new username and password. (i.e., Single Sign-On)
J.2	Does the product provide different levels of security based on User Role, Site, and/or Enterprise settings?
J.3	Does the product provide different levels of security based on type of user? (i.e., System Admin, Super User, Standard User, etc.).
J.4	Permissions can be set according to the employee's job duties/role.
J.5	Describe the audit process within the product.
J.6	Describe any remote tools you offer the businesses to access customer data (i.e., mobile devices) and how these devices/data may be secured if the staff loses their device or a breach is suspected.
J.7	Describe the product's ability to terminate user connections/sessions by an administrator (remotely) if a breach is suspected.
J.8	Describe the product's ability to lockout users for upgrades, security breaches, and/or employee terminations.
J.9	Describe the product's ability to create new security rights/roles based on new workflows or enhancements.
J.10	The system has multi-factor authentication security based on user permissions.
J.11	Vendor access will be controlled by Cumberland County IT using approved access methods/software.
J.12	Identify and explain the period of data deletion upon contract termination.
Security/Regulatory Compliance		Vendor Response/Comments
K.1	Describe the system’s security features.
K.2	Can access to a department's financial information such as their budget line be restricted to specific users?
K.3	The system provides privacy and security components that follow North Carolina state mandated laws and regulations.
K.4	Data is encrypted from the client station to the application server.
K.5	Data is encrypted from the web browser to the web server.
K.6	The system will operate in a real-time mode - all files affected by a transaction are updated at the time of the transaction.
K.7	The system provides an access log. If yes, can it be exported to Excel. Please provide an example.
K.8	The system provides an activity log. If yes, can it be exported to Excel. Please provide an example.
K.9	The system provides an audit log. If yes, can it be exported to Excel. Please provide an example.
Data Protection		Vendor Response/Comments
L.1	Describe how customer data is secured at all times and in all modules of the product. (i.e., strong password protection or other user authentication, data encrypted at rest, data encrypted in motion, etc.).
L.2	Describe how customer data is secured when accessed via mobile devices. (i.e., secured through SSL web sites, iPhone apps, etc.).
L.3	Identify how the system keeps track of when customer information is shared.
L.4	Identify how the County would be notified if there is a system breach.
L.5	How quickly will the County be notified and what information/guidance/support will be provided to prevent or mitigate impact?
L.6	Identify your organization's responsibility if there is a system breach.
L.7	Are there exclusions to data mining and/or selling?
L.8	Identify your organization's encryption level of data in transit.

Software Management

User Management		Yes, Included	Yes, Additional Cost	Vendor Comments
M.1	System shall include a client-facing web portal.
M.2	System shall include a mobile app for Androids and iOS devices.
M.3	User shall have an option to book rides through a web portal or mobile app.
M.4	System admin shall be able to restrict who can book a ride via the web portal or mobile app.
M.5	System shall have a built in/customizable approval workflow for riders who book their ride via the web portal or mobile app.
M.6	System shall allow staff to create, edit, and deactivate client profiles. (e.g., name, SSN, date of birth, Medicaid #, case #, special notes).
M.7	Ability to add, edit, and delete funding sources.
M.8	System shall store client eligibility information. (e.g., Medicaid #, Medicaid Transportation Assessment form).
M.9	System shall provide an area to input any special needs requirements. (e.g., wheelchair accessibility, cane).
M.10	System shall provide an area to input the preferred providers/physicians information.
M.11	System shall enforce role-based access and maintain audit logs.
M.12	System shall allow users to rate their rides and provide feedback on their experience to help maintain service quality.
M.13	System website/application is compliant with the Americans with Disabilities Act (ADA) for clients and users with disabilities.
M.14	System shall allow users to receive notifications (SMS and/or Email) about their ride status such as assessment expiration and booking confirmation.
M.15	System should allow users to create accounts, log in securely, and manage their profiles.
M.16	The system's interface must be intuitive and easy to use for all stakeholders (e.g., dispatchers, drivers, clients) to ensure efficient operation.
M.17	System shall provide a communication channel for user inquiries and requests, such as 24-hour answering service fields for ride cancellations.
M.18	Ability to have multiple fields for user contact phone numbers (e.g., primary, secondary, and alternate).
M.19	Ability to have a notes section that is for internal use only.
M.20	Ability to search for clients by their date of birth, last or first name, phone #, last 5-digits of SSN#, and/or Medicaid #.
M.21	Ability to mark a client as a "No Show" for their scheduled ride.
M.22	Ability to assign medical practices/physicians to each customer.
M.23	Ability to add and remove customers’ suspensions.
M.24	Ability to see the customer’s information on one screen.
M.25	Ability to display the client information as follows: last name, first name, middle initial, address, secondary mailing address, county, zone, phone number, alternate number, race, date of birth, SSN#, emergency contact info, disabilities, and comments.
M.26	Ability to assign specific service codes to customers needing transport.
M.27	Ability to add, edit, and delete physicians/facilities (e.g., business name, address, phone #, fax #, primary email address, primary contact person).
M.28	Ability to mark physicians/facilities as active or inactive.
M.29	Ability to type in an inactive and active date for when a customer entered the program and when they left the program.
M.30	Ability to add, edit, and delete transportation employee's information (e.g., last name, first name, middle initial, employee ID #, name initials).
M.31	Ability to complete a complaint via a QR Code to complete a survey.
M.32	Ability to purge a client that has been inactive for a certain period of time.
M.33	Ability to type in call-in notes on a client’s file record.
Trip Scheduling		Yes, Included	Yes, Additional Cost	Vendor Comments
N.1	System shall allow scheduling of one-way trips.
N.2	System shall allow scheduling of round-trips.
N.3	System shall allow scheduling of recurring trips.
N.4	System shall provide automated conflict detection for overlapping trips.
N.5	System shall implement algorithms to optimize routes for efficiency, considering factors like traffic conditions and multiple pickups/drop-offs.
N.6	Users should be able to request a ride in advance or on-demand, specifying pickup and drop-off locations, preferred times, and any special requirements via an approval workflow.
N.7	The system shall optimize driver assignments based on location, availability, and trip requirements.
N.8	System shall be able to match the client's specific needs (e.g., wheelchair-accessible van, special assistance requirements) with the appropriate vehicle type and equipment.
N.9	System must generate daily manifests for drivers that include all relevant trip details (e.g., passenger name, pick-up/drop-off times/locations, special needs).
N.10	System shall support a call center function for taking reservations and managing inquiries.
N.11	System shall track trip details including date, time, mileage, wait times, and driver identification.
N.12	System shall prompt the dispatcher to verify patient Medicaid eligibility prior to booking a trip.
N.13	Ability to enter multiple appointments to the same location on different dates in one batch.
N.14	Ability to have the system to automatically calculate the mileage for each appointment.
N.15	Ability for the driver to access the system to see their upcoming trips.
Dispatching		Yes, Included	Yes, Additional Cost	Vendor Comments
O.1	System shall allow dispatchers to complete trip scheduling within 2 minutes.
O.2	System shall track driver availability.
O.3	System shall enable dispatchers to assign trips.
O.4	System shall enable dispatchers to reassign trips.
O.5	System shall enable dispatchers to cancel trips.
O.6	System shall continuously update the route based on real-time data to avoid delays.
O.7	Ability to adjust the sequence of pickups and drop-offs to ensure timely arrivals.
O.8	System must allow users (e.g., clients, caregivers, or healthcare providers) to request and schedule rides in advance and accommodate same day needs if applicable. This includes specifying pick-up/drop-off locations, dates, and times.
O.9	System shall automatically or manually assign drivers to trips based on location, vehicle type, and availability.
O.10	System should offer real-time vehicle tracking and status updates (e.g., dispatched, enroute, arrived, picked up, dropped off).
O.11	System shall provide a straightforward method for booking, canceling, or modifying trips.
O.12	Ability to select a date/day to see a list of customers who are scheduled for transportation.
O.13	Ability to have the following disability dropdown: hearing impaired, speech impaired, and visually impaired.
O.14	Ability to have the following mobility aid dropdown: CA – Cane, OX – Oxygen, WA – Walker, WC – Wheelchair.
O.15	Ability to select the trip purpose: medical, work, school, shopping, non-medical appointment, nutrition, dental, banking, and other – textbox.
O.16	Ability to set the trip purpose to medical only.
Driver & Vehicle Management		Yes, Included	Yes, Additional Cost	Vendor Comments
P.1	System shall allow drivers to view assigned trips in real time.
P.2	System shall provide an area for driver's profile information. (e.g., driver registration, insurance coverage)
P.3	System shall provide an area for detailed vehicle information.
P.4	System shall provide alerts as to when a driver's Driver license is about to expire.
P.5	System shall track vehicle details, maintenance schedules, and mileage.
P.6	System shall calculate the most efficient route that minimizes travel time and distance.
P.7	System shall allow an end user to toggle on and off the most efficient route calculation option.
P.8	System shall be linked to Google Maps to collect real-time data on traffic and road conditions.
P.9	Ability to add photos of the drivers.
P.10	System should provide real-time tracking of vehicles so users can see the estimated arrival time and the current location of their ride.
P.11	System should facilitate communication between drivers and dispatchers to handle delays, incidents, or changes in real time.
P.12	Ability to create a vehicle inspection form.
P.13	Ability to alert/notify a driver that a vehicle is due for maintenance service.
P.14	Ability to track and manage driver training certifications. (e.g., CPR).
P.15	The system shall maintain a database of vehicles, their maintenance schedules, and insurance details.
P.16	System shall provide a mobile application for drivers to receive dispatch instructions, update trip status, and capture signatures/confirmations.
P.17	Ability to add notes to a profile for the driver to follow.
P.18	Ability to add driver ID numbers for each driver.
P.19	Ability to add, edit, and delete vehicles (e.g., vehicle ID, vehicle type, make, model, license plate, vin#).
P.20	Ability to assign a vehicle to a driver/employee.
P.21	Ability to set up subscriptions for clients that need transportation for weekly and monthly trips to limit the client from having to call in to schedule those trips.
P.22	Ability for the vendor to have access to the system with limitations (i.e., access to the schedule, mileage input, pre/post inspection form, etc.).
P.23	Ability to keep track of the driver’s information: name, drug test #, driver's license #, date of birth, DL Expiration Date, CDL issued: yes/no, hire date, date of background check, and termination date.
P.24	Ability to keep track of the driver's training: American with Disabilities Act, Blood Borne Pathogen, Defensive Driving, Illegal Drug Use, Conflict Resolution, Emergency Procedures for Vehicle Operations, Wheelchair Lift Training, and CPR/First Aid/AED Human Trafficking.
P.25	Ability to track accidents, complaints, and incidents via a driver/staff initiated complaint form.
P.26	Ability to track accidents, complaints, and incidents via a client/customer initiated complaint form.
Billing & Invoicing		Yes, Included	Yes, Additional Cost	Vendor Comments
Q.1	System shall calculate trip mileage and apply rate tables automatically.
Q.2	System shall generate invoices based on completed trips.
Q.3	System shall have the capabilities to automate the complex process of billing and claims management for different payers (e.g., Medicaid, private insurance, private pay).
Q.4	System must provide reports on cost-effectiveness and utilization metrics.
Q.5	System shall be able to handle complex billing rules specific to Medicaid or other insurance providers.
Q.6	System must generate accurate, detailed invoices with trip origination, destination, date, time, and cost data.
Q.7	System shall generate reports on total monthly trips, on-time performance, and total expenses by category.
Q.8	System shall generate invoices (e.g., point-to-point, mileage, or hourly rates) to external entities (e.g., state Medicaid systems, brokers).
Q.9	Ability to code each appointment with the transportation code, who transported, and the dollar amount the vendor will be paid.
Q.10	Ability to have a built-in cancellation/no show forms that contain the date, funding source, customer name, reason for cancellation or no-show, and the final total units for each funding source.
Reporting & Analytics		Yes, Included	Yes, Additional Cost	Vendor Comments
R.1	Ability to run reports for any data that is stored within the system. (e.g., trip changes, cancellations, and dispatch actions)
R.2	System shall provide dashboards with the ability to export and/or download as an Excel file and/or PDF.
R.3	Ability to generate reports and analytics on system usage, ride statistics, driver performance, and other key metrics to help with decision-making and improvements.
R.4	System must be able to generate detailed reports on key performance metrics (e.g., on-time performance, fuel consumption, trip volume) to help with audits, regulatory compliance, and identifying areas for improvement.
R.5	System must track, manage, and report on users’ complaints and appeals.
R.6	System should generate required program and financial reports for regulatory bodies.
R.7	System must have mechanisms to monitor and measure performance standards, such as on-time pick-up and drop-off rates.
R.8	System must provide reports on cost-effectiveness and utilization metrics.
R.9	Ability to create customizable/ad-hoc reports.
R.10	Ability to run reports based on non-wheelchair riders and/or wheelchair riders.
R.11	Ability to have reports sent out on a daily, monthly, quarterly, and/or annually via an automatic schedule.
R.12	Ability to run a daily transportation schedule which includes dispatcher name, date, client's name, client's phone #, pickup point complete address, destination point name and full address, appointment time, accessibility identifiers, and any comments.
R.13	Ability to run non-Medicaid trips.
R.14	Ability to run a No-Show report.
R.15	Ability to run Medicaid and Non-Medicaid Reimbursement reports.
R.16	Ability to upload reports directly into NC Tracks.
R.17	Ability to create a mileage report.
R.18	Ability to a display that shows the max number of clients for local, out of county, and bus passes.
R.19	Ability to have the system multiply current mileage rate by the trip mileage to calculate the total vendor mileage reimbursement.
R.20	Ability to check dollar amounts for trips within a specified date range, broken down by codes, no shows, and non-reimbursable.
R.21	Ability to create a list of all non-reimbursable trips and no shows for a specific date range that were provided by the vendor.
R.22	Ability to pull a report of monthly, quarterly, and yearly for total usage for transportation services usage.
R.23	Ability to display this information on a dashboard (i.e., physicians/facilities ID, vehicle driver type, schedule time, actual service time and odometer, actual revenue time and odometer, breaks and date/time entered) with the ability to export it via an Excel or PDF.
R.24	Ability to run statistical reports such as run stats, driver stats, vehicle stats, and passenger stats.
R.25	Ability to run a Funding Source Report with the following fields: funding code, service miles, revenue miles, service hours, revenue hours, pass miles, pass hours, prop pass miles, wait time, no show, billed attendants, total attendants, unites billed, passengers carried, fares paid, and total bill.
Admin & Security		Yes, Included	Yes, Additional Cost	Vendor Comments
S.1	System shall require role-based access for different user roles (e.g., administrator, dispatcher, driver, client).
S.2	System shall maintain a log for unauthorized access attempts.
S.3	System shall maintain automatic daily backups and transactional logs.
S.4	System shall encrypt all data in transit and at rest.
S.5	System shall comply with Health Insurance Portability and Accountability Act (HIPAA) to protect client data.
S.6	System shall allow configuration of rate tables without code changes.
S.7	System shall maintain detailed audit logs for every action within the system. (e.g., all trips, client information, driver details, times).
S.8	System shall recover within 4 hours after major failure.
S.9	System shall include robust security features, such as data encryption and access controls, to protect sensitive patient information.
S.10	Ability to have the Non-Emergency Medical Transportation (NEMT) history tracker to be available for local and state audits.
Non-Functional Requirements		Yes, Included	Yes, Additional Cost	Vendor Comments
T.1	System shall load dashboard data within 3 seconds under normal load.
T.2	System shall support at least 50 concurrent dispatcher/driver users.
T.3	System shall be able to scale to serve unlimited active clients.
T.4	System shall provide 99.9% uptime excluding scheduled maintenance.
T.5	System shall support English and Spanish language user interfaces.
T.6	System shall be highly scalable for future growth and future departmental add-ons.
Technical Requirements		Yes, Included	Yes, Additional Cost	Vendor Comments
U.1	System must comply with data security and privacy regulations.
Data Migration		Yes, Included	Yes, Additional Cost	Vendor Comments
V.1	Ability to import the physicians/facilities data from the current in-house database system (e.g., practice name, physician name, address, city, state, zip code, active status).
V.2	Ability to import the clients profile information from the current in-house database system.
Additional Requirements		Yes, Included	Yes, Additional Cost	Vendor Comments
W.1	Ability to create and update forms.
W.2	Ability to create general denial and no-show letters with the number of days missed.
W.3	Ability to change the mileage rate.
W.4	Ability to set up holidays and weekends to avoid users from scheduling a trip on those dates.
W.5	Ability to have multiple service billing codes within the system. (e.g., A0120, A0130, A080, A0160, A0200, A090, A0180, A2010, A0170)
W.6	Ability to enter bus tickets information into the system.
W.7	Ability to send out a mass communication to clients via email, web portal, or mobile app.
W.8	Ability to add, edit, and delete practices/physicians’ information such as name, address, city, state, zip code, phone #, fax #, and out of county option radio button.
W.9	Ability to attach files (Word, Excel, and PDF) throughout the system. (e.g., Medicaid Transportation Assessment form)

File details come from the government source that posted it. Updated Oct 27, 2026.