Pennie Contact Center Consultant Support

Location:	Pennsylvania
Posted:	Mar 12, 2026
Due:	Mar 27, 2026
Agency:	State Government of Pennsylvania
Type of Government:	State & Local
Category:	15 - Aircraft and Airframe Structural Components R - Professional, Administrative and Management Support Services
Solicitation No:	PHIEA 25-48-1
Publication URL:	To access bid details, please log in.

General Information

Department for this solicitation:

Procurement

Date Prepared:

02/25/26

Types:

RFP

Advertisement Type:

Service

Materials

Service & Materials

PW Construction

Agency Construction

Real Estate

Solicitation/Project#:

PHIEA 25-48-1

Solicitation/Project Title:

Pennie Contact Center Consultant Support

Description:

The Affordable Care Act (ACA) has fundamentally transformed the health insurance landscape, demanding increases in accessibility, operational resilience, and customer experience through state-based exchanges (SBEs). Pennie, the SBE for Pennsylvania, is undertaking a major operational shift: moving from a vendor-operated contact center model to one internally operated. This transition requires sophisticated planning, execution, workforce transformation, and continuous alignment with evolving Federal and State requirements. To maximize the success of this critical endeavor, Pennie seeks a consulting partner with deep expertise in contact center transitions, government operations, and health insurance customer support, preferably with ACA exchange experience.

The Department of General Services (DGS) Small Diverse Business (SDB) and Veteran Business Enterprise (VBE) program apply to this procurement. There is an SDB Goal of 14% and a VBE Goal of 3% established for this procurement.

THIS SOLICITATION MUST BE VIEWED ON JAGGAER. PROPOSAL SUBMITTALS WILL ONLY BE ACCEPTED ELECTRONICALLY THROUGH JAGGAER. All Offerors are required to create a user profile within our JAGGAER portal. Please access the JAGGAER website at:
https://solutions.sciquest.com/apps/Router/SupplierLogin?CustOrg=CommonwealthPA
Technical support is available via JAGGAER at:
https://www.jaggaer.com/service-support/supplier-support or (800) 233-1121.

Pre-Proposal Conference and SDB/VBE Goal Information Session - The Commonwealth has made significant changes to the SDB and VBE requirements, and failure to meet these requirements may result in your proposal being deemed nonresponsive. Therefore, the Issuing Office will hold an SDB and VBE Goal Information Session for this RFP which we highly recommend you attend. The purpose of this Session is to provide an overview of the RFP and SDB and VBE Participation submission instructions. Offerors may ask questions in accordance with Section 10, Questions and Answers contained in this Description Section. Offerors may also ask questions during the Session, however responses provided during the Session are not official until the question is submitted in writing using the Q&A Board in JAGGAER. Q&A Board questions and written responses shall become part of this RFP.

This conference will take place virtually via Microsoft Teams on March 9, 2026 at 3:00 PM. An RSVP is due via email to Debbie Martin, deborahmar@pa.gov, by March 6, 2026 at 3:00 PM. The link to the Microsoft Teams conference, and call-in phone number/code for those without Microsoft Teams access, will be provided after registration.

Department Information
Department/Agency:	PA Health Insurance Exchange Authority (Pennie)	Delivery Location:
County:	Statewide	Duration:	20 months

Contact Information
First Name:	Debbie	Last Name:	Martin
Phone Number: (XXX-XXX-XXXX)	717-772-9479	Email:	deborahmar@pa.gov

Solicitation Information
Bids must be received by the purchasing agency on the Solicitation Due Date no later than the Solicitation Due Time as set forth in the solicitation. Any conflict between the dates and/or times contained in the solicitation itself or its attachments and this advertisement shall be resolved in favor of the solicitation.
Solicitation Start Date:	02/25/26
Solicitation Due Date:	03/27/26	Solicitation Due Time:	10:00 AM
Solicitation Opening Date:	03/27/26	Solicitation Opening Time:	10:00 AM
Opening Location:	Non Public Bid Opening
No. of Addendums:	4

Amended Date:	03/12/26

Related Solicitation Files

Flyers/Addendums

	Addendum One.pdf
	Addendum Two.pdf
	Addendum Three.pdf
	Addendum Four.pdf

Pennie Contact Center Consultant Support

See also