FMLA Case Management System

STATE OF TENNESSEE
DEPARTMENT OF HUMAN RESOURCES
REQUEST FOR INFORMATION
FOR
FMLA CASE MANAGEMENT SYSTEM
RFI # 31903-00005
APRIL 1, 2026
1. STATEMENT OF PURPOSE:
The State of Tennessee, DEPARTMENT OF HUMAN RESOURCES issues this Request for
Information ("RFI") for the purpose of identifying qualified vendors capable of delivering a
comprehensive, secure, and scalable technology solution to support the administration and
management of Family and Medical Leave Act (FMLA) processes. The State seeks a modern
platform that streamlines case management, automates eligibility determinations and workflows,
ensures compliance with federal and state regulations, and enhances reporting and analytics
capabilities. The solution must integrate seamlessly with existing enterprise resource planning
(ERP), payroll, and HR systems while maintaining the highest standards for data security,
privacy, and accessibility. Through this RFI, the State aims to evaluate available technologies and
approaches that will improve operational efficiency, reduce administrative burden, and provide a
consistent, transparent, and user-friendly experience for employees, managers, and HR
professionals. We appreciate your input and participation in this process.
2. BACKGROUND:
The State of Tennessee currently administers Family and Medical Leave Act (FMLA) processes
through a combination of manual activities. Existing system limitations in reporting, automation,
and integration with HR and payroll systems require manual workarounds and reduce overall
operational efficiency. Additionally, the lack of a centralized platform to manage multiple leave
types and related documentation creates challenges in maintaining case records. The State is
seeking to better understand available solutions that can modernize FMLA administration,
improve data accuracy and transparency, and support a more efficient and compliant process.
3. PROPOSED SOLUTIONS:
DOHR is requested to review cloud-based software applications available to meet the needs
addressed in the List of Business needs (Table 3.1) below.
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Table 3.1 List of business needs
REQUIRED?*
("N"
Requirement indicates Not
# REQUIREMENT DESCRIPTION Required)
Abstract: The State is seeking information from qualified vendors on a technology solution to support the
administration and management of Family and Medical Leave Act (FMLA) processes. The proposed
solution should streamline case management, ensure regulatory compliance, enhance reporting
capabilities, and integrate with existing HR and payroll systems.
AUDIT & SECURITY
Security that meets all the requirements listed at the following location:
https://www.tn.gov/finance/strategic-technology-solutions/strategic-
1 technology-solutions/sts-security-policies.html.
2 Backup and recovery of the system that adheres to State regulations.
Audit trail, for changes in the system, including timestamp and user
3 associated with the change.
4 Online tool designed to view audit trails.
5 History tables that maintain change information related to grant activity.
6 Date and time synchronization, which supports multiple time zones.
Confidential data encrypted at rest and in transit, using the current
version of Federal Information Process Standard ("FIPS") 140-3 or
higher, specifically designed to safeguard PII, PHI, CMS, SSA, HIPAA
7 and other confidential Federal and State data.
The Vendor shall maintain a current SOC 2 Type II report, issued by an
independent AICPA-accredited auditing firm, covering the Security Trust
Services Criteria at a minimum. The report must be dated within the
most recent 12 months and applicable to all systems and environments
supporting the proposed FMLA platform. The Vendor shall provide a
copy of the report under NDA upon request and maintain SOC 2 Type II
8 certification throughout the term of any resulting contract.
Ensures that all State data, including production, backup, and disaster
recovery environments, is stored, processed, and maintained exclusively
9 within the continental United States.
The solution shall comply with the Americans with Disabilities Act (ADA)
and conform to Web Content Accessibility Guidelines (WCAG) 2.1 Level
AA standards, ensuring accessibility for individuals with disabilities
10 across all user-facing components.
Ability to manage access to screens and tables, data elements,
11 functions, electronic documents, or case type.
The solution shall enforce a minimum password length of eight (8)
characters for standard user accounts and fifteen (15) characters for
service accounts, system administrator accounts, and system/application
accounts. Service, system administrator, and system/application account
passwords may be configured as non-expiring where justified and
12 approved.
Provide a minimum of fourteen (14) days' notice prior to expiration of
13 password.
Provide the ability of security role to manage external user accounts (i.e.,
14 log out users, reset passwords, disable log-on).
Provides the ability support Single Sign-On (SSO) for secure internal
15 user authentication.
Supports Multi-Factor Authentication (MFA) for all user access, including
16 configurable authentication methods and enforcement based on role,
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risk, or access level.
Records unsuccessful logon attempts and allows for automatic lockout of
17 accounts upon five (5) consecutive invalid login attempts.
Automatically deactivate user account upon System Administrator
18 defined time of inactivity (days/weeks).
19 Provide ability to restrict access by IP address.
Ability to generate security reports reflecting authorized use, security
20 breaches or attempts.
21 Ability to segment user access/roles by section.
Adherence to all legal and regulatory standards as needed by State of
22 TN.
The vendor shall disclose whether the proposed solution includes any
artificial intelligence (AI) or machine learning (ML) capabilities. If AI/ML
functionality is included, the vendor shall provide a brief description of all
23 features and their intended use.
The solution must ensure that all data used, generated, processed, or
stored by AI components-including training data, prompts, metadata,
model outputs, logs, and intermediate datasets-is stored exclusively
within the United States. No AI-related data may be transmitted to,
processed in, or stored in locations outside the United States at any
24 time.
Any AI or ML components shall not train on, store, or share state-owned
data with external systems, services, or models. The vendor shall
25 describe all data flows and any third-party systems involved.
Any AI functionality of the system shall be fully or partially disabled if
desired. The vendor shall describe the methods available for disabling AI
26 and any impacts on system functionality.
The vendor shall identify whether the AI components used within the
solution are proprietary, closed-source, open-source, or supplied by
third-party providers. The vendor shall provide details regarding
27 ownership, licensing, and dependencies.
COMPATIBILITY
The solution must support all major modern web browsers running
current stable versions (e.g., Microsoft Edge, Google Chrome, Mozilla
Firefox). Compatibility must extend to browsers and environments that
incorporate AI-assisted features or agents (e.g., ChatGPT-integrated
browsers, Microsoft Edge with Copilot, Perplexity Comet, and similar
28 tools).
The system should support cross-platform compatibility, ensuring
equivalent functionality and user experience on desktop, mobile, and
29 web environments.
Provide configurable and extensible tools to customize leave types,
roles, fields, forms/templates, notifications, and workflows, including
30 granular role-based access and page/data-level configuration.
31 System should have the ability to integrate State branding to all pages.
Provides integration with Microsoft Office applications, supporting 'cut
and paste' functionality between Office application and system
32 applications/modules.
The solution shall provide full compatibility with Adobe Acrobat, including
support for Adobe Forms, electronic document signing workflows, and
33 extraction of structured data from PDF files.
INTERFRACES
34 Ability to interface (both incoming and outgoing data) with the State's
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ERP system.
Ability to interface with external systems that provide the ability to
35 validate or auto-populate information (electronic signature, email, etc.).
36 Ability to create custom data feeds using API.
Ability to provide real time notifications via O365 tools or options for
37 Email and SMS notifications for high level actions/status changes.
The vendor must provide a detailed Data Dictionary for the data
38 repository and a current Entity Relationship Diagram (ERD)
The system must include database connection capabilities for data
extraction and transfer. At a minimum, the system must support
connections to the database platforms of Oracle Database, Microsoft
SQL Server, and Cloud-based databases hosted on AWS and Google
39 Cloud
The solution should include built-in data connection capabilities (such as
CData Connect AI or Windsor.ai) that enable seamless integration with
AI analysis tools (such as Claude Cowork). These connections should
support the ability to generate insights including reports, dashboards,
40 graphs, predictions, and trend analyses.
DASHBOARDS & REPORTING
Ability for users within a specific group to view a shared dashboard,
including case status (upcoming due dates, overdue status, # cases
41 open, etc.).
Dashboards and reports shall be available based on employee's
42 assigned cases.
Dashboards and reports shall be available for leave hours used on a
43 global basis and filterable down to specific case.
Dashboards and reporting shall be available detailing an anticipated
44 return date for each case.
Dashboards and reporting shall be available for cases nearing the end of
45 entitlement.
Dashboard and reporting shall be available for outstanding FMLA
46 actions, deadlines, and escalations.
System should have the ability to audit logs of actions taken by users on
47 a case level.
Ability to view cases on a system level and filter by defined variables
48 (Agency, department, etc.).
Native low-code/no-code reporting with the ability to identify specific
49 fields and filters.
Allow users to customize dashboards by selecting specific criteria (e.g.,
cases by region, agency, leave type, coordinator or status, filter by
50 open/close).
Ability to provide predictive analytics to use historical data to predict
51 outcomes or identify patterns.
Allow display of KPIs such as average compliance rate, case closure
52 rates, workload distribution, etc.
Include predictive search or keyword-based search capabilities by
coordinator name, employee name, date range, leave type, and other
53 parameters.
Ability to retrieve and view all historical cases linked to a person/
54 coordinator, including previous FMLA cases, eligibility and qualifications.
Ability to generate reports for public record requests based on various
55 parameters (leave type, paid time off, etc.).
Ability to report leave types and quantities entered to ERP timesheets for
56 employees and by requests.
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Alert coordinator and/or interested parties in which employee exceeds
57 certified FMLA frequency/duration; recertification required.
System shall be able to indicate when an employee has timesheet N
58 exceptions in ERP system.
59 System should log actions by logged in user.
DOCUMENT SOLUTIONS
60 Ability to store documents by case (including emails, images, etc.).
Ability to retain and destroy documents per records disposition
61 authorization.
62 Ability to upload documents of multiple file types.
63 Ability to view and edit documents within the platform.
System must have a centralized repository for all case-related
64 documents, with the ability to attach and update files.
System must support mass import of legacy data and documents with
65 automated mapping of existing fields to system fields for consistency.
System should give the option to redact sensitive information before
66 sharing files.
Ability to version control for FMLA request documents by maintaining a
67 record of past requests and tracking actions taken on the case.
68 Ability to view historical cases based on employee.
Ability to create employee or user checklists to ensure compliance with N
69 FMLA requirements.
70 Ability to create custom document templates by leave type.
Notification templates must be editable by Human Resources or other
71 authorized personnel.
Ability to create common reusable forms that detail determinations and
72 include specific information for the case.
73 Ability to bulk download and upload case files.
CALENDAR SYNCING
74 Ability to sync calendars to Outlook/Teams within the platform.
Ability to track deadlines and send relevant notifications during workflow
75 intervals.
System should send reminders for key deadlines to a defined mailing list
76 at set intervals.
WORKFLOW
System must be configured to follow and comply with all FMLA
77 requirements.
System must support multiple FMLA request channels (employee
78 self-service, HR initiation, manager initiation).
System should have the ability to create case requests to specific FMLA
type or allow for a general request with comments and the FMLA type
79 will be determined during FMLA workflow.
System should allow for alternative email for communications regarding
80 the case request.
System must automatically trigger the FMLA eligibility review workflow
81 upon request submission.
Workflow must validate employee eligibility data pulled from the ERP
82 (tenure, hours worked, job status).
System should determine leave type based on details of request and
83 applicability of state policy and FMLA requirements.
84 System should allow for audit of logic for case determinations.
System should allow for administrative intervention if case eligibility
85 warrants a change of status.
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System must support automated case routing rules based on employee
86 department, location, or employment type.
System workflow and routing must be configurable by HR without vendor
87 involvement.
System must support escalations when an approver does not take action
88 within a defined timeframe.
System must support approver's ability to add comments or request
89 additional information from employees within the workflow.
System must auto-generate FMLA-required notices (Eligibility Notice,
Rights & Responsibilities, Designation Notice) based on workflow
90 milestones.
91 All notices must be available for electronic delivery and tracking.
System must send automated reminders for incomplete forms or
92 upcoming due dates.
93 All notification timing must comply with federal and state FMLA timelines.
Support routing of medical documentation to designated HR/Leave
94 specialists only (privacy compliance).
Allow HR to approve, deny, or request additional documentation through
95 workflow prompts.
System should provide default statuses and allow for state configured
96 statuses.
System must support re-certification workflows triggered by elapsed time
97 or specific state policy.
Workflow must support reassignment of tasks due to manager changes
98 or employee transfer.
Ability for HR coordinators to approve, deny, or request additional
99 documentation through workflow prompts.
Workflow must support partial approvals (for intermittent leave) and
100 automatically calculate available hours.
System should read leave balances from the state ERP system and
101 display with the "as of date" for the leave balance.
System should have the ability to populate employee timesheet with
102 appropriate leave types by pay period.
Supervisors should receive notifications as allowed by FMLA
103 regulations.
Employees should receive a clear progress tracker showing where their
104 request is in the workflow.
System should have the ability to determine leave type to use based on
105 employees leave availability and policies.
System should have the ability for employee to request to save one day
106 of Sick Leave for assessment to statewide program.
System should have the ability for employee to request to retain ten (10)
107 days of leave while on FMLA.
Ability for system to correctly determine leave type to report on
timesheet for FMLA and state Paid Prenatal Leave policy, and external
108 parental leave.
Ability to configure access levels down to individual fields and actions for
109 each user role (depending on department, designation, etc.).
EXTERNAL PORTAL
Ability for non-licensed, external users to submit FMLA requests and
110 information in an online platform.
Ability to configure FMLA request forms based on user permission and
111 roles.
112 Provide a workflow for employees to upload and submit certification
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forms.
System should provide an interactive tutorial and help sections for end-
113 users.
System must allow employees to respond to HR requests directly within
114 the workflow.
System must have the ability to allow authorized
individuals/agencies/external parties to track/view FMLA requests and
115 the status while maintaining HIPAA compliance.
System should have ability for external parties to submit additional
116 documentation to an existing case file (e.g., medical certification).
4. COMMUNICATIONS:
4.1. Please submit your response to this RFI to:
Cherie L. Graves, Contract Manager
Department of Human Resources
Tennessee Tower, 17th Floor
312 Rosa L. Parks Ave, Nashville, TN 37243
615-532-2275
Cherie.l.graves@tn.gov
4.2. Please feel free to contact the Department of Human Resources with any questions
regarding this RFI. The main point of contact will be:
Cherie L. Graves, Contract Manager
Department of Human Resources
Tennessee Tower, 17th Floor
312 Rosa L. Parks Ave, Nashville, TN 37243
615-532-2275
Cherie.l.graves@tn.gov
4.3. Please reference RFI # 31903-00005 with all communications to this RFI.
5. RFI SCHEDULE OF EVENTS:
EVENT TIME DATE
(Central Time (all dates are State
Zone) business days)
1. RFI Issued April 1, 2026
2. Written Questions & Comments Deadline 2:00 p.m. April 10, 2026
State Responses to Written Questions &
3. April 20, 2026
Comments
4. RFI Response Deadline 2:00 p.m. April 30, 2026
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6. GENERAL INFORMATION:
6.1. Please note that responding to this RFI is not a prerequisite for responding to any future
solicitations related to this project and a response to this RFI will not create any contract
rights. Responses to this RFI will become property of the State.
6.2. The information gathered during this RFI is part of an ongoing procurement. In order to
prevent an unfair advantage among potential respondents, the RFI responses will not be
available until after the completion of evaluation of any responses, proposals, or bids
resulting from a Request for Qualifications, Request for Proposals, Invitation to Bid or other
procurement method. In the event that the state chooses not to go further in the
procurement process and responses are never evaluated, the responses to the
procurement including the responses to the RFI, will be considered confidential by the
State.
6.3. The State will not pay for any costs associated with responding to this RFI.
7. INFORMATIONAL FORMS:
The State is requesting the following information from all interested parties. Please fill out the
following forms:
RFI #31903-00005
TECHNICAL INFORMATIONAL FORM
1. RESPONDENT LEGAL ENTITY NAME:
2. RESPONDENT CONTACT PERSON:
Name, Title:
Address:
Phone Number:
Email:
3. BRIEF DESCRIPTION OF EXPERIENCE PROVIDING SIMILAR SCOPE OF
SERVICES/PRODUCTS
4. Business needs assessment:
a) Provide a detailed analysis of the critical business needs identified by this RFI.
b) Clearly outline how the proposed solution addresses each identified business need in
Table 3.1 above.
5. Risk mitigation:
a) Identify potential risks or challenges associated with implementing the proposed solution.
b) Present strategies or measures to mitigate these risks and ensure successful deployment
and adoption.
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6. Provide promotional and other materials, which include details on the software, including, but not
limited to, key features, screenshots, workflows, and information flow diagrams.
7. Describe your User Acceptance Testing (UAT) and training approach, including resources
necessary for an implementation of this scope and size. What are the recommended State
resources needed to assist in UAT and training?
8. How do you make sure business operations are not impacted during roll-out of the solution?
9. Describe your methods and strategy in providing maintenance and support of the solution.
10. Describe your release management process for updates, current releases, maintenance, and
customizations required for compliance with federal and state law. What are your communication
methods for maintenance, support, and system updates? Will you use business partners for
maintenance and support?
11. Describe your approach to the sustainability and ongoing maintenance of your solution.
12. Describe how you approach organizational change management for a solution of this type.
13. Describe any resources, capabilities, or features not included in Table 3.1 that differentiate you
from others who provide a similar service.
14. Do you have a partnership with a public sector cooperative purchasing organization (e.g.,
NASPO, GSA, OMNIA, etc.)?
COST INFORMATIONAL FORM
1. Describe what pricing units you typically utilize for similar services or goods (e.g., per hour, each,
etc.:
2. Describe the typical price range for similar services or goods
3. Describe the typical price range for implementation. Please include a breakdown to include cost
per case type, if applicable.
4. Describe the typical price range for annual maintenance and support.
5. Describe the typical price range for SaaS cloud hosting.
6. Describe the typical price range for hourly/daily services outside the scope of implementation,
maintenance, and support,
i) Describe which services are billed hourly/daily (e.g., project change requests, customizations,
configuration management)
7. Describe the typical range for hourly/daily rates by resource (e.g., database administrator,
business analyst, project manager.
8. Outline your tiered pricing for services and support, including specific information provided in each
tier.
9. Describe any alternate payment methodology for the solution.
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ADDITIONAL CONSIDERATIONS
1. Please provide input on alternative approaches or additional things to consider that might benefit
the State:
10