Description / Scope of Work
Punjab Information Technology Board (PITB) is procuring contact center agent outsourcing services for the CM Complaint Helpline and Citizen Contact Center (CCC) project under Framework Contract EGOV-01. This tender document (Reference: 112062026-1C) covers the provision of skilled contact center agents to support complaint handling and citizen interaction services across Punjab province. The project aims to enhance citizen engagement and service delivery through a professional helpline and contact center operation, with services to be delivered in Punjab under competitive bidding conditions.
Eligible bidders must be registered entities capable of providing qualified contact center agents with appropriate experience in customer service, complaint handling, and telephone-based communication. Bidders are required to submit bid security as specified in the tender documents and must comply with all applicable labor laws, minimum wage requirements, and tax obligations. Valid business registration, tax compliance certificates, and proof of financial capability are mandatory eligibility documents. Bidders may participate individually or as joint ventures, and must demonstrate experience in similar service provision.
Bid documents can be obtained from PITB through the official procurement portal and website. Sealed e-bids must be submitted by the deadline of 07 July 2026 as per the tender schedule. The opening of bids will be conducted by the procuring agency on the specified date. Bid clarifications should be requested in writing within the prescribed period. Interested bidders should contact PITB for further details, technical specifications, and complete bid documentation. The contract award will be made to the lowest evaluated bidder meeting all technical and financial criteria as outlined in the tender evaluation framework.