Tender Details
Description / Scope of Work
This tender invites bids for the provisioning of contact center agent services under the framework contract titled CM Complaint Helpline and Citizen Contact Center (CCC) PITB, operating under the EGOV-16 framework agreement. The project is issued by the Punjab Information Technology Board and seeks qualified service providers to deploy English-speaking agents with basic proficiency to staff the complaint helpline and citizen contact center operations in Punjab. The scope encompasses providing trained and competent contact center agents capable of handling customer inquiries, complaints, and citizen interactions through telephone and related communication channels. The contract is structured as a framework agreement allowing for flexible deployment and scaling of agent resources as per operational requirements.
Eligible bidders must be registered entities, preferably with experience in contact center operations, customer service delivery, or related BPO services. Bidders are required to submit bid security as specified in the bid data sheet and must comply with applicable Pakistani labor laws and minimum wage requirements. The technical bid must demonstrate organizational capacity, agent training capabilities, quality assurance mechanisms, and compliance with specified service level standards. All bids must be submitted in English and conform to the tender's technical specifications and general conditions of contract outlined in the bidding documents.
Bid documents are available as specified in Section IV of the tender notice. E-bids must be submitted electronically by the deadline of 23 October 2026 as indicated in the filename. The tender process includes preliminary examination, technical evaluation, and post-qualification assessment. Bidders should contact the Punjab Information Technology Board for clarifications or to obtain complete bidding documents. Opening and evaluation of bids will proceed according to the schedule and procedures detailed in the Instructions to Bidders section of this tender document.
For Bidders: Our Analysis PAKISTANTENDER INSIGHT
Independent analysis by PakistanTender, written with AI from the official notice and checked by our quality rules — not part of the official notice. Always confirm details against the original tender document.
This framework contract seeks contact center agents with English language and basic proficiency for Punjab's CM Complaint Helpline and Citizen Contact Center.
The tender is structured as an ongoing engagement under EGOV-16, suggesting potential for sustained or recurring deployment rather than a fixed short-term commitment. Bidders must demonstrate contact center operational capability, agent recruitment and training infrastructure, and compliance with labor regulations. The emphasis on 'basic proficiency' suggests a focus on customer-facing communication skills over advanced technical requirements, making this accessible to established BPO and customer service firms with established hiring pipelines in Punjab.
Who can bid: Typically, contact center service providers must be registered with the Securities and Exchange Commission of Pakistan (SECP) or relevant registration authority, possess an active National Tax Number (NTN), and maintain a valid business registration with the local municipal authority. Experience in BPO, customer service, or contact center operations is advantageous. Bidders must comply with Pakistani labor laws regarding minimum wages, working hours, and employee benefits. The notice does not explicitly restrict bidder category, suggesting open competition among eligible service providers.