Identity Verification Services

The Pennsylvania Department of Human Services is seeking a contractor to provide identity verification services for the Office of Income Maintenance and the Office of Long-Term Living to determine program eligibility. The project requires a solution capable of handling both interactive and non-interactive identity verification, with an estimated volume of 50,000 transactions per month. A key requirement is the provision of a customer support center with live-agent phone coverage operating Monday through Friday from 8:00 am to 4:30 pm, subject to specific service level agreements regarding call abandonment and queue wait times. The contract is structured for an initial three-year term with two additional one-year renewal options. Proposals must be submitted electronically via the JAGGAER portal and divided into four distinct submittals: Technical, Cost, Small Diverse Business Participation, and Veteran Business Enterprise Participation. Evaluation is based on the offeror's understanding of the project, qualifications of the firm and its personnel, and the soundness of the proposed approach. The contractor must adhere to strict security and compliance standards, including comprehensive background checks for personnel, a prohibition on using Commonwealth data for AI training, and adherence to federal regulations such as 2 C.F.R. Part 200 when federal funding is involved. Insurance requirements include $5 million in comprehensive crime insurance and $2 million in completed operations insurance. Payment is processed via Automated Clearing House, and the contractor is subject to a liability limit of $250,000 or the total contract value, whichever is greater, with specific exceptions for data breaches and gross negligence.