Government Tender for Centralised Call Center Management & Fault Rectification at MGVCL
Progress
This government tender invites qualified agencies to provide centralised call center management and fault rectification services for Madhya Gujarat Vij Company Limited (MGVCL) in Vadodara. The project aims to enhance customer service efficiency and streamline fault management across various subdivisions. Bidders must demonstrate technical expertise, relevant experience, and compliance with certification requirements. The tender offers a lucrative opportunity for companies specializing in power sector services, call center operations, and electrical maintenance. The scope includes managing customer calls, fault reporting, and fault rectification coordination, ensuring high service standards. With an estimated value exceeding INR 1577 crore, this project is critical for improving power distribution services in Gujarat. The procurement process is open to qualified firms with proven track records and adherence to government norms, offering a turn-key solution with a detailed evaluation process and strict eligibility criteria.
Scope Of Work
The scope of work includes:
- Establishment and management of a centralised call center for MGVCL.
- Handling customer calls related to power outages, faults, and service requests.
- Coordinating fault reporting and dispatching fault rectification teams.
- Ensuring timely resolution of faults and customer complaints.
- Maintaining detailed records of all interactions and fault reports.
- Regular reporting and analysis of call center performance and fault management metrics.
Key deliverables:
- Fully operational call center infrastructure.
- Trained staff for customer service and fault management.
- Integrated reporting system for fault tracking.
- Compliance with government standards and certifications.
Sequential process:
- Submission of technical and financial proposals.
- Technical evaluation and shortlisting.
- Commercial evaluation.
- Contract award and project initiation.
- Implementation, testing, and commissioning.
- Ongoing operational support and reporting.
Technical Specifications
The technical specifications include:
| Parameter | Requirement |
|---|---|
| Infrastructure | Robust call center setup with backup systems |
| Software | Integrated CRM and fault management system |
| Staffing | Trained customer service representatives and technical staff |
| Certification | ISO 9001, ISO 27001, Electrical Contractor License |
| Response Time | Fault reporting handled within 30 minutes |
| Reporting | Daily, weekly, and monthly performance reports |
Sequential procedures:
- Infrastructure setup and testing.
- Staff training and certification.
- System integration and pilot testing.
- Full-scale operation and monitoring.
Financial Requirements
The project is valued at approximately INR 1577 crore, with detailed cost components including infrastructure, staffing, technology, and operational expenses. Payment terms are structured as follows:
- 30% advance upon contract signing.
- 40% on successful infrastructure setup and testing.
- 30% after full operational deployment and acceptance.
The bidder must submit a detailed financial proposal with cost breakdowns aligned with the scope of work. All payments are subject to compliance with contractual milestones and performance benchmarks.
Tender Data
Bid Details
Tender Type
Open
Sector
Power and Energy
Tender Fee
₹17,700
Contract Form
Turn-key
Completion Period
As per tender Document Attached
Currency Type
Single
Bid Submission Start
06-10-2026 20:00:00
Document Download End
27-10-2026 16:00:00
Bid Validity
120
Additional Tender Data
Commercial Details
Tender Value
₹1,57,90,72,800
Bid To RA
No
Item Category
Electrical and Maintenance Works
Authority & Contact
Officer Inviting Bids
Chief Engineer (T&O)
Bid Opening Authority
Chief Engineer (T&O)
Address
MGVCL, corporate office, Vadodara
Contact Details
BID & GeM Expert Consultancy
End-to-end support — bid preparation, GeM registration, document filing & compliance by industry experts.
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Documents 3
CCC NIT 26-27.pdf
TENDER_DOCUMENT
SBD_CCC-FRT_2026-27.pdf
TENDER_DOCUMENT
Amend-I.pdf
TENDER_DOCUMENT
Categories
7
Bidding Process
Process Timeline
02-11-2026 11:00
03-11-2026 11:00
Required Forms
PRELIMINARY
Tender Fee Form
Library-Standard
Emd Fee Form
Library-Standard
COMMERCIAL
Price Bid
User Defined Template-Secured
Required Documents
Stage - PRELIMINARY _ TECHNICAL STAGE
CERTIFICATE – M
RequiredANNEXURE-A (GST e-Invoicing)
RequiredAnnexure- C
RequiredCertificate of Incorporation or as per clause 2.2 of chapter-2
RequiredElectrical contractor license
RequiredCertificate of Appraisal issued by authorized transition partner of CMMI institute with SCAMPIID
ISO certificate
RequiredExperience Certificate against Work orders issued in the name of the bidder
RequiredList of Manpower along with the PF/ESI forms to be submitted.
RequiredFinancial documents as per clause 2.2 of chapter-2
RequiredSelf-Declaration for No Blacklisting on the appropriate stamp paper.
RequiredAny other documets as per SBD
RequiredForm - 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
Bidders must meet the following eligibility criteria:
- ✓ Must have valid certificates including ISO, Electrical Contractor License, and CMMI Appraisal.
- ✓ Proven experience in call center management and fault rectification within the power sector.
- ✓ Demonstrated financial stability with relevant financial documents.
- ✓ Submission of Experience Certificates from previous projects.
- ✓ Compliance with GST e-Invoicing and other statutory requirements.
- ✓ No blacklisting or legal disputes, confirmed via self-declaration.
| Criteria | Details |
|---|---|
| Financial Turnover | Minimum turnover of INR 100 crore in last 3 years |
| Experience | At least 3 similar projects in power distribution |
| Certifications | ISO, Electrical License, CMMI Appraisal |
| Legal Status | Registered company with valid incorporation documents |
| Blacklisting | Must submit self-declaration of no blacklisting |
Note: All documents must be valid and submitted as per tender guidelines.
Frequently Asked Questions
Key insights about GUJARAT tender market
What is the primary objective of this government tender?
This tender aims to appoint an agency for centralised call center management and fault rectification services for MGVCL in Vadodara, focusing on improving customer service, reducing fault response times, and streamlining fault management processes across various subdivisions.
What are the key eligibility criteria for bidders?
Bidders must possess valid ISO certifications, Electrical Contractor Licenses, and CMMI Appraisal certificates. They should have relevant experience in power sector call center operations and fault management, demonstrate financial stability, and submit all required documents including Experience Certificates, GST e-Invoicing, and a self-declaration of no blacklisting.
What is the estimated project value and payment terms?
The project is valued at approximately INR 1577 crore. Payment will be made in phases: 30% advance, 40% upon infrastructure completion, and 30% after full operational deployment, contingent on milestone achievement and performance benchmarks.
How can bidders participate in the tender process?
Bidders must register online, submit the Tender Fee and EMD, and upload all required technical and financial documents before the deadline of 27-10-2026. The evaluation involves technical and commercial stages scheduled for 02-11-2026 and 03-11-2026 respectively, culminating in the contract award.
What technical specifications are required for the call center infrastructure?
The infrastructure must include robust hardware and backup systems, integrated CRM and fault management software, and trained personnel. Response times should be within 30 minutes for fault reporting, and comprehensive reporting systems must be in place for performance monitoring, ensuring compliance with government standards.