Government Tender for Omni Channel Cloud Telephony Customer Contact Centre Solution on SaaS Model
Bid Publish Date
05-Oct-2026, 8:00 am
Bid End Date
19-Oct-2026, 1:00 pm
Location
Progress
This government tender offers a unique opportunity for qualified vendors to provide an Omni Channel Cloud Telephony Customer Contact Centre Solution on a SaaS subscription model for Gujarat Energy Limited. The project focuses on enhancing customer communication channels, including voice, chat, and email, through a secure and scalable cloud platform. Bidders must meet strict eligibility criteria, including experience with cloud contact centres, compliance with government standards, and proven local support capabilities. The procurement process involves multiple stages, with evaluation based on technical excellence, experience, cost, and local support capacity. The contract is fixed-rate, with a completion period as specified in the tender documents. This tender is ideal for companies specializing in cloud communication solutions, SaaS platforms, and customer engagement systems looking to collaborate with a prominent government sector organization in Gujarat.
Scope Of Work
The scope of work for this tender includes:
- Provision of an Omni Channel Cloud Telephony Customer Contact Centre Solution on a SaaS subscription basis.
- Implementation and deployment of the contact centre platform at Gujarat Energy Limited's Gandhinagar location.
- Integration with existing systems and databases for seamless customer interaction.
- Customization of communication channels including voice, chat, email, and social media.
- Training and support for Gujarat Energy Limited staff on platform usage.
- Maintenance and updates during the contract period.
The process involves:
- Submission of primary documents including tender fee, EMD, and company credentials.
- Technical proposal submission demonstrating solution capabilities.
- Commercial bid submission based on the specified pricing model.
| Specification | Requirement |
|---|---|
| Platform Type | Cloud SaaS |
| Channels Supported | Voice, Chat, Email, Social Media |
| Data Security | Compliant with government standards |
| Support & Maintenance | 24/7 support during contract |
| Scalability | Easily scalable based on user demand |
Technical Specifications
The technical specifications include:
| Parameter | Specification |
|---|---|
| Solution Type | Cloud-based SaaS platform |
| Channels Supported | Voice, Chat, Email, Social Media |
| Data Security Standards | ISO/IEC 27001, Government compliance |
| Integration | APIs for existing systems |
| Support | 24/7 technical support |
| Scalability | Supports up to 1000 concurrent users |
Sequential process:
- Submit technical bid with detailed solution architecture.
- Demonstrate platform capabilities through a live demo.
- Provide technical documentation and compliance certificates.
Financial Requirements
The financial proposal should include a detailed cost breakdown:
| Cost Component | Description |
|---|---|
| Subscription Fee | Monthly/Annual SaaS charges |
| Implementation Charges | One-time setup costs |
| Support & Maintenance | Ongoing support fees |
| Additional Charges | Any optional or extra services |
Payment terms:
- 100% payment upon successful deployment.
- Payments aligned with project milestones.
- Validity of offer: 180 days from bid submission.
The total estimated value is within a competitive range, ensuring value for money and transparency.
Tender Data
Bid Details
Tender Type
Open
Sector
Petroleum and Natural Gas
Tender Fee
₹2,000
Contract Form
Fixed-rate
Completion Period
As per tender Document Attached
Currency Type
Single
Bid Submission Start
05-10-2026 14:00:00
Document Download End
19-10-2026 18:30:00
Bid Validity
180
Additional Tender Data
Commercial Details
Bid To RA
No
Item Category
Miscellaneous Services
Authority & Contact
Officer Inviting Bids
Vice President- Materials
Bid Opening Authority
Vice President- Materials
Address
GEL- Office 4, 5. Ground Floor IT- Tower-2; Infocity, Gandhinagar- 382009
Contact Details
[email protected]/9978922038
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Documents 10
Approved BQC for Omni Channel CCCC Solution - Cloud SaaS model.pdf
TENDER_DOCUMENT
Section I - Instructions To Bidders (ITB)- 349985.pdf
TENDER_DOCUMENT
Section-II-SOW of Omni Channel Cloud Solution- 349985.pdf
TENDER_DOCUMENT
Section-III-SOR of Omni Channel Cloud Solution - 349985.pdf
TENDER_DOCUMENT
Section IV - GTC - 349985.pdf
TENDER_DOCUMENT
Section V- STC - Omni Channel Cloud Telephony- 349985.pdf
TENDER_DOCUMENT
Section VI - Forms and Formats - 349985.pdf
TENDER_DOCUMENT
ONLINE PRE BID DETAILS -349985.pdf
TENDER_DOCUMENT
Prebid Clarifications - 349985.xlsx
BOQ
Approved Reply to Pre-bid Queries - Tender ID 349985.pdf
TENDER_DOCUMENT
Categories
5
Bidding Process
Process Timeline
21-10-2026 10:30
21-10-2026 10:35
21-10-2026 10:40
Required Forms
Primary
Primary Information
User Defined Template-Standard
Tender Fee with UTR Details
User Defined Template-Standard
EMD with UTR Details
User Defined Template-Standard
Undertaking for unconditional acceptance of entire set of tender documents and zero deviation confirmation
User Defined Template-Standard
Declaration of Relationship with GEL Employees
User Defined Template-Standard
Declaration on Other Criteria
User Defined Template-Standard
Bidder Information Form
User Defined Template-Standard
Technical
Technical Bid Submission
User Defined Template-Secured
Commercial
Sample SoR
User Defined Template-Secured
Hiring Of Omni Channel Cloud Telephony Customer Contact Centre Solution on SaaS Subscription Modelv
User Defined Template-Secured
Required Documents
Stage - Primary Stage
Tender Fees as per clause 12 of Section-I-ITB
RequiredEMD as per clause clause 11 of Section-I-ITB
RequiredCopy of PAN and GST and linkage of Aadhar-PAN in case of Proprietorship firm
RequiredStage - Technical Stage
GEL associated Bidder (Existing and Previously): Submit GEL issued Purchase order/Service order(s) for fulfilment of the criteria specified herein
RequiredGEL non-associated Bidder: Submit Purchase / Service Order(s) / Contracts for fulfilment of the criteria specified herein
RequiredGEL non-associated Bidder: Submit corresponding Completion Certificate / experience certificate/ or any other relevant document from client/ end user for the same Purchaser / Service Order(s) for fulfilment of the criteria specified in the BQC criteria.
RequiredBidder shall submit utility bill / GST certificate as proof of local implementation & support based in India
RequiredIn case if the Bidder is an OEM: Declaration letter as per Annexure 1A on OEMs letter head. In case if the Bidder is ASP: Declaration letter as per Annexure 1B on OEMs letter head
RequiredAll Bidders (GEL associated as well as non-associated): CA certificate with UDIN number mentioning Turnover from Audited Balance Sheets from any of preceding three financial years i.e. any one of FY 25-26, FY 24-25 and FY 23-24.
RequiredAll Bidders (GEL associated as well as non-associated): CA certificate with UDIN number mentioning Working Capital from Audited Balance Sheets. i.e. FY 25-26 OR FY 24-25
RequiredAll Bidders (GEL associated as well as non-associated): CA certificate with UDIN number mentioning Net Worth from Audited Balance Sheets. i.e. FY 25-26 OR FY 24-25
RequiredAll Bidders (GEL associated as well as non-associated) : If audit report is not applicable as per Income Tax Rules- Submit full income tax return along with CA certification (with UDIN) incorporating additional as below. a) “Profit offered for tax” in Income Tax Return for respective year/years to be made part of the CA certificate. b) If audit is not applicable, CA to certify in his certificate that the vendor is not covered under the Tax Audit as per Income Tax Act, 1961 and rules there too in the respective year/years and the turnover reported in the return of income filed with the Income Tax Department are matching with books of accounts
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Eligibility Criteria
Bidders must meet the following eligibility criteria:
- ✓ Must have submitted tender fees as per clause 12 of Section-I-ITB.
- ✓ Must have submitted EMD as per clause 11 of Section-I-ITB.
- ✓ Must provide copies of PAN, GST registration, and linkage of Aadhar-PAN for proprietorship firms.
- ✓ Must submit relevant purchase or service orders from Gujarat Energy Limited or other clients demonstrating experience.
- ✓ Must provide completion certificates or experience proof for relevant projects.
- ✓ Utility bill or GST certificate as proof of local presence/support in India.
- ✓ Declaration letter on OEM or ASP letterhead if applicable.
- ✓ CA certificates with UDIN for turnover, working capital, and net worth from the last three financial years.
| Financial Criteria | Requirement |
|---|---|
| Minimum Turnover | As per financial year FY 25-26 or FY 24-25 |
| Working Capital | Demonstrated through CA certificates |
| Net Worth | Certified by CA for FY 25-26 or FY 24-25 |
Frequently Asked Questions
Key insights about GUJARAT tender market
What is the primary objective of this government tender?
This tender aims to select a qualified service provider to supply and implement an Omni Channel Cloud Telephony Customer Contact Centre Solution on a SaaS subscription basis for Gujarat Energy Limited. The solution will enhance customer engagement through integrated communication channels, ensuring scalability, security, and efficient support for government customer service operations.
Who is eligible to participate in this tender?
Eligible bidders must meet strict criteria including submission of tender fee, EMD, PAN, GST, proof of local support, and relevant project experience. Both OEM and ASP vendors with proven experience in cloud contact centre solutions are encouraged to bid. Detailed eligibility requirements are outlined in the tender document, including financial and technical prerequisites.
What are the key technical specifications required?
The solution must be a cloud-based SaaS platform supporting multiple channels such as voice, chat, email, and social media. It should comply with government security standards, support API integrations, and be scalable for up to 1000 concurrent users. The platform must include 24/7 support and regular updates during the contract period.
What is the bidding process and timeline?
Bidders must register, submit primary documents by 19-10-2026, and participate in technical evaluation scheduled for 21-10-2026. The process involves primary, technical, and commercial bids with evaluation and award notifications following the scheduled dates. It is essential to adhere to all deadlines to ensure eligibility.
How is the evaluation of bids conducted?
Bids are evaluated based on technical compliance (50%), experience (20%), cost (20%), and local support capability (10%). A minimum technical score of 70% is required. The evaluation factors include solution quality, vendor experience, compliance, and cost-effectiveness, ensuring selection of the most suitable bidder.