Tender Details
Description / Scope of Work
Punjab Information Technology Board (PITB) invites bids for the procurement of contact center agents outsourcing services under a framework contract (EGOV-10) for the CM Complaint Helpline and Citizen Contact Center project. The project is based in Punjab and involves engaging qualified service providers to supply and deploy contact center agents who will handle incoming complaints and citizen inquiries through telephone and digital channels. The scope includes full staffing, training, and operational management of agents with performance monitoring and quality assurance requirements.
Eligible bidders must be registered with SECP, possess valid NTN from FBR, and hold relevant registration from the relevant authority. Bidders should demonstrate prior experience in contact center operations and customer service delivery. The bid must be accompanied by bid security as specified in the tender documents. All bids must comply with the technical specifications and service level agreements outlined in the tender.
Bid documents are available at www.pitb.gov.pk and may be obtained electronically through the designated procurement portal. Bids must be submitted electronically by the deadline specified in the tender notice. Technical and financial bids will be opened and evaluated separately according to the criteria detailed in Section IV. Interested bidders should review all sections carefully and submit complete documentation including proof of eligibility, technical capability, and financial quotations. Contact PITB procurement department for clarifications prior to the bid submission deadline.
For Bidders: Our Analysis PAKISTANTENDER INSIGHT
Independent analysis by PakistanTender — not part of the official notice. Always confirm details against the original tender document.
PITB is procuring contact center agent services on a framework basis under EGOV-10, indicating a substantial, recurring operational requirement rather than a one-off engagement.
The tender structure with separate technical and financial evaluation suggests medium-to-large scale deployment across multiple agents. Bidders must demonstrate established contact center credentials and operational capacity. The framework contract model implies potential for volume expansion and multi-year commitment, favoring experienced service providers with scalable infrastructure and proven quality metrics.
Who can bid: Bidders must be registered with SECP, hold valid NTN from FBR, and have relevant authority registration. Those with prior contact center operations experience and established customer service delivery track record are preferred. Typically, ISO 9001 or similar quality certifications and compliance with labor laws are required for such service contracts. Specific licensing or sectoral registration may apply.