Tender Details
Description / Scope of Work
Punjab Life Insurance Company Limited invites sealed bids for the procurement of a cloud-based Software-as-a-Service (SaaS) contact centre solution designed for the in-house call centre serving corporate health insurance operations. The tender, issued under the Punjab Procurement Rules 2014 through a Single Stage – One Envelope procedure, seeks a comprehensive voice and contact management platform. The scope encompasses voice call handling, call recording with one-year retention, quality assurance features, agent performance monitoring, and real-time reporting dashboards. The bidder must provide its own backend number for mapping of PLIC's Uniform Access Number and supply an ISP Layer 2 data connection for cloud data centre deployment at its own cost. This amended addendum removes previously required features including disaster recovery site functionality, omni-channel capabilities (email, SMS, web chat, WhatsApp Business API), API integration with core systems, case management and ticketing functions, and call waiting or IVR functionality, which PLIC will provide separately. The tender is located in Lahore, Punjab.
Bidders must be registered with relevant tax authorities and meet the stated eligibility criteria. A bid security of Rs. 100,000 must be submitted electronically on the Punjab e-Procurement System. The successful bidder will be required to provide a performance guarantee equivalent to five percent of the total contract value quoted. Bidders should note that implementation timelines and deliverable schedules remain unchanged from the original bidding document.
Bidding documents are available free of cost from the PPRA Punjab website (www.ppra.punjab.gov.pk) and the Punjab e-Procurement System. Electronic bids must be submitted before 12:00 PM on 14 September 2026. Public bid opening will occur at 12:30 PM on the same date at PLIC Head Office, First Floor, Pakistan Engineering Congress Building, 97-A/D-1, Liberty Market, Gulberg III, Lahore. Interested bidders may contact the focal person, Mr. Adil Muzaffar, at 0303-9457040 for further information.
For Bidders: Our Analysis PAKISTANTENDER INSIGHT
Independent analysis by PakistanTender — not part of the official notice. Always confirm details against the original tender document.
A cloud-based contact centre solution is required for corporate health insurance call operations, with simplified scope following amendment removal of DR sites, omni-channel, API integration, and ticketing functions.
The bidder must supply backend telephony infrastructure and dedicated ISP connectivity at own cost. Performance guarantee at five percent suggests a medium-value contract. Implementation timeline unchanged despite scope reduction indicates tight project schedule. Primarily a hosted voice and call recording platform with analytics dashboards rather than a full enterprise integration.
Who can bid: Bidders must be registered with relevant Pakistani tax authorities (NTN/SECP). The notice does not specify PEC category or specific industry certifications. Typically, software and IT services providers must possess valid NTN registration, compliance with FBR requirements, and audited financial statements for previous years.