Integrated software didn't exist, so we created our own.

Our advanced LogistiCAD™ technology is the leading software solution in its industry. Its legacy system, EMTrack™ was purpose-built to improve the administration of medical and social services transportation programs through its integrated database and open and flexible architecture.

LogistiCare paired the proven business processes from EMTrack with the latest technology to create LogistiCAD — a superior system that offers complete process management from customer registration to cost management functionality. LogistiCAD has delivered cost savings and more responsive transportation programs for a variety of specialized human mobility needs, including:

• Non-emergency medical transportation
• ADA paratransit
• Special needs students
• Critical care transports

Better Customer Service

• Almost all transactions handled within a single call.
• 18 call centers are linked to our two network operations centers (NOCs) via redundant DS3 and T1 data lines to handle system traffic.
• All centers and offices are linked via carrier-based routing and control capabilities to handle call volume and provide call-taking redundancy.
• Advanced ACD capabilities minimize hold times to an average of 30-60 seconds and enable skill- or rules-based call routing, which is further managed by real-time supervisors, wallboards and granular historical reporting.
• All calls are recorded digitally to support SQL database queries on current and archived calls, QA monitoring and agent scoring.
• Mobile data terminal (MDT) technology
• Automatic vehicle locator (AVL) technology
• Mobile Digital Video Recording (DVR) in vehicles

Efficient Screening & Gatekeeping

• Central relational database pulls from multiple data sources
  • Easily manages recipient eligibility and trip verification
  • Automatically matches clients to the most suitable and cost-effective transportation alternative, including mass transit 
• Automated call screening and processing
  • Detailed client information instantly accessed, including special needs, historical trip data
  • Integrated voice response (IVR) technology
  • Automated call distribution (ACD) technology
• Comprehensive web sites for all key stakeholders including clients, members, healthcare facilities and transportation providers.

Enhanced Scheduling & Dispatching

• Automated scheduling and dispatch
• Integrated database geocodes locations, origins, destinations, customers and public transit resources to determine pick-up and drop-off scheduling, minimizing wait times and maximizing transportation provider efficiencies

Streamlined Payment & Billing

• Supports complete administration of transportation provider reimbursement
• Electronic billing for contracted providers
• Fraud detection and risk management capabilities
• Analyzes data to ensure trip log accuracy and cost verification
• Works with client-determined pricing 

Comprehensive Reporting

• Over 250 standard reports, with custom and SQL reports available
• Detailed reports on driver and vehicle performance and customer utilization
• Billing and other verification tracking
• Commendation and complaint tracking
• Instant tracking of incidents, cancellations and no-shows
• Web-based client reporting tool to provide instant access to data

Compliance, Control and Continuity

• HIPAA-compliant security including full audit trails of all data changes
• All system capabilities supported by advanced infrastructure dedicated to redundancy
  • Network operations centers (NOCs) are staffed with technical support experts.
  • All NOCs and other offices can be remotely managed.
• All major systems -- including transactional, Web and other servers, firewalls and VPN concentrators -- are mirrored with complete fail-over capabilities. LogistiCAD data is replicated in near-real-time between our two NOCs. If one NOC goes down, users can access the system at the alternate NOC.
• Real-time automated monitoring system used to remotely monitor all IT systems.
• Features NETSupport DNA for remote support, training, software installation and debugging at a work station level.
• Citrix XenApp (formerly Presentation Server) provides remote access to all corporate applications for DR and business continuity.
• Allows for up to 2 TB of online redundant data storage. Daily tape backups and offsite storage ensure recovery.
• Security systems from top-tier vendors such as Cisco, Symantec, HP, PGP and RSA are used to manage and monitor all system traffic.
• UPSs, battery backups and diesel generators ensure uninterrupted power. FM-200 or Sapphire fire protection capabilities are state-of-the-art.
• NetBotz remote monitoring system (encrypted security system) used for physical and environmental monitoring of data rooms