Student Loan Default Prevention & Management Services

STATE OF NORTH CAROLINA REQUEST FOR PROPOSAL NO.: 99-MP25036
Contract Name: Student Loan Default Prevention &
Guilford Technical Community College Management Services
Bid Opening Date: Wednesday, May 6, 2026 @ 3:00 PM ET
Refer ALL inquiries regarding this RFP to: Issue Date: Wednesday, April 15, 2026
Commodity Code: 801015
Name: Michael Perry, Assistant Director of
Purchasing & Contract Administration Purchasing Agency: Guilford Technical Community
Email: mdperry2@gtcc.ed College
Phone Number: 336-334-4822 x 50203 Requisition No.: PR12991725
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).
[Title of RFP] - [Agency] [RFP number]
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Table of Contents
1.0 ANTICIPATED Procurement Schedule ....................................................................................... 3
2.0 Purpose of RFP ........................................................................................................................... 3
2.1 Introduction ..................................................................................................................................... 3
2.2 Agency Background ........................................................................................................................ 3
2.3 SUMMARY OF PROBLEM Statement ........................................................................................... 4
2.4 Contract Term ................................................................................................................................. 4
2.5 Effective Date .................................................................................................................................. 4
2.6 Contract Type ................................................................................................................................. 4
3.0 RFP requirements and Specifications ......................................................................................... 4
3.1 General requirements and Specifications ....................................................................................... 4
3.2 Security Specifications .................................................................................................................... 5
3.3 Enterprise Specifications ................................................................................................................ 6
3.3.1 ARCHITECTURE DIAGRAMS - RESERVED .................................................................................. 6
3.3.2 SOLUTION ROADMAP .................................................................................................................... 6
3.3.3 IDENTITY AND ACCESS MANAGEMENT - RESERVED ............................................................... 6
3.3.4 INTEGRATION APPROACH - RESERVED ..................................................................................... 6
3.3.5 DISASTER RECOVERY AND BUSINESS CONTINUITY ............................................................... 6
3.3.6 DATA MIGRATION - RESERVED .................................................................................................... 6
3.3.7 APPLICATION MANAGEMENT ....................................................................................................... 6
3.3.8 ACCESSIBILITY ............................................................................................................................... 7
3.3.9 HIGHER EDUCATION COMMUNITY VENDOR ASSESSMENT TOOLKIT ................................... 7
3.4 Business and Technical Requirements .......................................................................................... 7
3.5 Business and Technical Specifications ........................................................................................... 8
4.0 Cost of Vendor's Offer ............................................................................................................... 10
4.1 Offer Costs .................................................................................................................................... 10
4.2 Payment Schedule ........................................................................................................................ 10
5.0 Evaluation ................................................................................................................................. 10
5.1 Source Selection ........................................................................................................................... 10
5.2 Evaluation Criteria ......................................................................................................................... 11
5.3 Best and Final Offers (BAFO) ....................................................................................................... 12
5.4 POSSESSION AND REVIEW ...................................................................................................... 12
6.0 Vendor Information and Instructions ......................................................................................... 12
6.1 General Conditions of Offer .......................................................................................................... 12
6.2 General Instructions for Vendor .................................................................................................... 14
6.3 Instructions for Offer Submission .................................................................................................. 16
7.0 Other Requirements and Special Terms ................................................................................... 18
7.1 Vendor Utilization Of Workers Outside of U.S. ............................................................................. 18
7.2 Financial Statements .................................................................................................................... 18
7.3 Financial Resources Assessment, Quality Assurance, Performance and Reliability - RESERVED
18
7.4 Vendor's License or Support Agreements .................................................................................... 18
[Title of RFP] - [Agency] [RFP number]
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7.5 Resellers - RESERVED ................................................................................................................ 19
7.6 DISCLOSURE OF LITIGATION ................................................................................................... 19
7.7 CRIMINAL CONVICTION ............................................................................................................. 19
7.8 Security and Background Checks ................................................................................................. 19
7.9 Assurances - RESERVED ............................................................................................................ 20
7.10 Confidentiality of offers .................................................................................................................... 20
7.11 Project Management ........................................................................................................................ 20
7.12 Meetings ........................................................................................................................................... 20
7.13 Recycling and Source Reduction ..................................................................................................... 20
7.14 Special Terms and Conditions - RESERVED .................................................................................. 21
7.15 AGENCY Terms and Conditions - RESERVED .............................................................................. 21
Attachment A: Definitions .................................................................................................................... 22
Attachment B: Department of Information Technology Terms and Conditions.................................... 24
1) DEFINITIONS: ........................................................................................................................... 24
2) ACCESS AND USE OF SAAS SERVICES:............................................................................... 24
3) WARRANTY OF NON-INFRINGEMENT; REMEDIES: ............................................................. 25
4) ACCESS AVAILABILITY; REMEDIES: ...................................................................................... 26
5) EXCLUSIONS: .......................................................................................................................... 27
7) LIMITATION OF LIABILITY: Limitation of Vendor's Contract Damages Liability .......................... 27
8) VENDOR'S LIABILITY FOR INJURY TO PERSONS OR DAMAGE TO PROPERTY: .............. 28
10) TRANSITION PERIOD: ............................................................................................................. 28
15) PAYMENT TERMS:................................................................................................................... 29
16) ACCEPTANCE CRITERIA: ....................................................................................................... 30
18) SECURITY OF STATE DATA:................................................................................................... 30
Attachment c: Description of Offeror ................................................................................................... 39
Attachment d: Cost Form .................................................................................................................... 41
Attachment e: Vendor Certification Form ............................................................................................ 43
Attachment F: Location of Workers Utilized by Vendor - Disclosure Statement .................................. 44
Attachment G: References .................................................................................................................. 46
Attachment H: Financial Review Form ................................................................................................ 47
[Title of RFP] - [Agency] [RFP number]
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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/ Agency On or before
4/29/2026
RFP Addendum Issued
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 Selected Vendors TBD
Finalists (Optional)
Negotiations with Finalists Agency designees and TBD
selected Vendor(s)
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.
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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.
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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.
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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.
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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(R)):
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
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* 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
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* 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)
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