Pennie Contact Center Consultant Support

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.