Description / Scope of Work
The Punjab Information Technology Board (PITB) invites sealed electronic bids for the procurement of contact center agents outsourcing services under Framework Contract EGOV-01. This tender is for the CM Complaint Helpline and Citizen Contact Center (CCC) project in Punjab province. The scope of work involves the provision of trained contact center agents to handle incoming complaints and citizen inquiries through the complaint helpline and citizen contact center platform. Bidders must meet specified eligibility criteria including proper business registration, relevant experience in contact center operations, and compliance with all applicable labor and tax regulations.
Eligible bidders must be registered with the relevant tax and business authorities, possess valid business licenses, and demonstrate prior experience in providing contact center services. The bid security must be submitted as per the bid data sheet requirements. Bidders are required to submit a performance guarantee upon award of contract. Only one bid per bidder is permitted, and bidders cannot submit bids through multiple entities or joint ventures without prior approval and clear disclosure of all JV members and their roles.
Bid documents can be obtained from the PITB office in Punjab upon request. Sealed electronic bids must be submitted by the deadline specified in the bid data sheet. The bid opening will be conducted on a date announced by PITB following the submission deadline. Detailed technical specifications, work plans, deputation plans, and all required forms are included in this tender document. Bidders should address all inquiries and submissions to the contact information provided in Section VII of this document. Award will be made to the lowest evaluated responsive bidder meeting all technical and commercial requirements.