Government Tender for 24/7 Call Center Management Contract in Vadodara
Progress
This government tender invites qualified service providers to submit bids for a 1-year Call Center Management contract in Vadodara. Managed by Vadodara Mahanagar Seva Sadan, this project aims to ensure 24x7 customer support for municipal services, enhancing citizen engagement and operational efficiency. The tender encompasses comprehensive call center operations, including inbound and outbound communication, issue resolution, and reporting. Bidders must demonstrate technical expertise, experience in managing large-scale call centers, and compliance with government procurement policies. The project offers an estimated value of approximately INR 1.09 crore, with a clear timeline for submission and evaluation. Interested companies specializing in IT-enabled customer support services are encouraged to review detailed tender documents and participate in the competitive bidding process to secure this significant government contract.
Scope Of Work
• Manage and operate a 24x7 Call Center for Vadodara Mahanagar Seva Sadan, handling inbound and outbound calls.
• Provide comprehensive customer support related to municipal services, complaints, and inquiries.
• Ensure timely issue resolution with escalation procedures in place.
• Maintain detailed records of interactions and generate reports for performance analysis.
• Implement quality assurance protocols to ensure high service standards.
- Setup and configure call center infrastructure including hardware, software, and communication systems.
- Train call center staff on service protocols, data privacy, and complaint handling.
- Operate the call center continuously for 24 hours, 7 days a week.
- Monitor performance metrics and optimize operations accordingly.
- Generate periodic reports and provide insights to Vadodara Mahanagar Seva Sadan.
| Specification | Details |
|---|---|
| Service Duration | 12 months |
| Operating Hours | 24x7 |
| Reporting | Weekly, Monthly, Quarterly |
| Support Channels | Phone, Email, Chat |
| Language Support | Local language (Gujarati), English |
| • Compliance with government data security and privacy policies is mandatory. |
Technical Specifications
| Parameter | Requirement |
|---|---|
| Infrastructure | Fully operational call center with voice, email, and chat support systems |
| Software | Call management and CRM software compliant with government standards |
| Staff | Trained personnel with experience in customer support |
| Operating Hours | 24x7, including holidays |
| Data Security | Adherence to government data privacy policies |
Sequential Process:
- Set up infrastructure and train staff.
- Conduct trial runs and quality checks.
- Commence full-scale operations.
- Monitor performance and generate reports.
- Ensure continuous compliance and improvement.
Financial Requirements
The estimated budget for this project is approximately INR 1.09 crore. The financial proposal should include detailed cost components such as staffing, infrastructure, technology, and operational expenses. Payment terms are typically aligned with milestone achievements, including initial setup, mid-term review, and project completion. Bidders must submit a bid security deposit (EMD) of an amount specified in the tender documents, payable through a bank guarantee or demand draft. The tender fee of INR 10,000 is non-refundable and must be paid at the time of bid submission. All financial documents should be submitted electronically through the designated portal, ensuring transparency and compliance with government procurement policies.
Tender Data
Bid Details
Tender Type
Open
Sector
Information Technology and Communication
Tender Fee
₹10,000
Contract Form
Works
Completion Period
12 Months
Currency Type
Single
Bid Submission Start
05-10-2026 00:06:00
Document Download End
22-10-2026 16:00:00
Bid Validity
120 Days
Additional Tender Data
Commercial Details
Tender Category
Service
Tender Value
₹1,08,99,600
Bid To RA
No
Item Category
Information Technology (IT)
Authority & Contact
Officer Inviting Bids
DIRECTOR-IT
Bid Opening Authority
DIRECTOR-IT
Address
IT DEPT., KHANDERAO MARKET BUILDING, PALACE ROAD, VADODARA
Contact Details
Authority Records
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Documents 2
Pressnote.pdf
TENDER_DOCUMENT
Tender.pdf
TENDER_DOCUMENT
Categories
1
Bidding Process
Process Timeline
22-10-2026 16:01
22-10-2026 16:05
Required Forms
Primary
Tender Fee Form
Library-Standard
Emd Fee Form
Library-Standard
Commercial
Price Bid Form
Library-Secured
Required Documents
Form - Tender Fee Form
Provide any proof of Bid Processing Fee
Form - Emd Fee Form
Provide any proof of EMD Document
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Eligibility Criteria
✓ Must have at least 3 years of experience in managing large-scale call centers.
✓ Proven track record of handling public sector or municipal projects.
✓ Must possess ISO certification or equivalent quality standards.
✓ Demonstrate financial stability with annual turnover of at least INR 5 crore in the last three years.
✓ Must have legally valid Digital Certificates for electronic bid signing.
✓ Bidders should have adequate infrastructure including hardware, software, and trained personnel.
| Qualification | Minimum Requirement |
|---|---|
| Experience | 3 years in large-scale call centers |
| Financial Turnover | INR 5 crore annually |
| Certifications | ISO or equivalent |
| Digital Certificate | Valid Class-III Digital Certificate |
| Infrastructure | Fully equipped call center setup |
Note: Bidders must submit proof of eligibility along with their bid documents.
Frequently Asked Questions
Key insights about GUJARAT tender market
What is the scope of the Call Center Management tender?
The tender involves managing a 24x7 call center for Vadodara Mahanagar Seva Sadan, including inbound and outbound communication, complaint handling, issue resolution, and reporting. The provider must ensure high-quality customer support, maintain detailed records, and comply with government data security policies.
Who is eligible to bid for this government contract?
Eligible bidders must have at least 3 years of experience in large-scale call center operations, demonstrate financial stability with an annual turnover of at least INR 5 crore, hold ISO certification or equivalent, and possess a valid Digital Certificate for electronic bidding. Infrastructure and trained personnel are also required.
What are the key deadlines for this tender?
The bid submission start date is October 5, 2026, and the deadline is October 22, 2026, at 4:00 PM. The bid opening will occur immediately after submission, on October 22, 2026, at 4:01 PM. Bidders must ensure timely submission to participate.
How can I obtain the tender documents and training?
Tender documents are available for download from the official portal. A free vendor training camp is organized every Saturday at (n)code solutions, Ahmedabad. Bidders can also contact the support team via email at [email protected] or call +91-79-40007517 for assistance.
What is the evaluation criteria for selecting the successful bidder?
Bids will be evaluated based on technical competence (50%), financial proposal (30%), and infrastructure quality (20%). A minimum technical score of 70% is required. The evaluation considers past experience, infrastructure, compliance, and cost-effectiveness to ensure the best value for the government.