Call Centre Services Framework Contract for Maryam Nawaz Health Clinic by Health and Population Department

The Health and Population Department invites bids for a framework contract to hire firms for the provision of call centre services for Maryam Nawaz Health Clinic (MNHC) and Maryam Nawaz Hospital (MNH) under the Project Implementation Unit/Healthcare Services Implementation Unit (PIU/HSIU) for the financial year 2026-27. This is a service procurement for telecommunications and patient support operations at a healthcare facility in Punjab. The contract is issued under PC-1 protocols and aims to establish a framework arrangement with selected service providers capable of handling inbound and outbound calls, appointment scheduling, patient inquiries, and general administrative telephone support for the clinic and hospital operations.

Eligible bidders must be registered firms with valid business registration from the Securities and Exchange Commission of Pakistan (SECP) or relevant provincial authority, possess a valid National Tax Number (NTN), and have previous experience in providing call centre services to healthcare or similar institutional settings. Bidders must demonstrate financial stability, technical capability to operate a call centre, and compliance with local labour laws. A bid security is required as specified in the bid data sheet. All bidders must submit evidence of eligibility, technical qualifications, and financial capacity alongside their financial proposals.

Bid documents are available from the issuing office and can be obtained during office hours. Sealed bids must be submitted by the deadline stated in the bid data sheet (closing date 10 August 2026). Bids will be opened on the scheduled date and evaluated on the basis of technical merit and financial competitiveness. Bidders should contact the Program Director at PIU/HSIU, Health and Population Department for clarifications. Post-qualification evaluation will be conducted for technically responsive bids, and the contract will be awarded to the evaluated lowest bidder meeting all eligibility and technical criteria.

This is a framework contract for call centre services supporting two healthcare facilities under a provincial health department. The scope encompasses inbound patient services, appointment management, and administrative telephone support. As a recurring annual contract (2026-27 financial year), it represents stable recurring revenue for qualified service providers. The tight closing date (10 August 2026) suggests expedited procurement. Firms will need proven call centre infrastructure, healthcare experience, and proper regulatory registrations. This is a medium-scale services contract suitable for established telecom service providers or healthcare support companies already operating in Punjab.

Who can bid: Bidders must be legally registered firms with SECP registration or equivalent provincial authority recognition, hold a valid NTN, and typically demonstrate previous call centre or healthcare service delivery experience. Suppliers must meet financial stability requirements as determined through post-qualification. Labour compliance and operational capacity for 24/7 service provision (if required) are typically mandatory for healthcare call centre contracts.