Open State Governments & UT NPROCURE

Government Tender for System Integrator for Complaint Redressal System in Ahmedabad

Posted

18 Oct 2025, 10:30 am

Deadline

15 Nov 2025, 11:30 am

EMD

₹25,00,000

Location

AHMADABAD , GUJARAT

Progress

Issue18 Oct 2025, 10:30 am
AwardPending
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Tender Type

Open

Sector

State Governments & UT

Tender Fee

₹18,000

Contract Form

Works

Completion Period

As per tender Document Attached

Currency Type

Single

Categories 2

MISCELLANEOUS SYSTEM INTEGRATOR

This government tender offers a unique opportunity for experienced system integrators to deliver a comprehensive complaint redressal system for the Ahmedabad Municipal Corporation. The project involves supply, installation, testing, commissioning, and ongoing operations & maintenance of a robust civic complaint management platform designed to improve citizen engagement and urban governance. Bidders must meet strict eligibility criteria, including submission of tender fee, EMD, and relevant experience in civic IT projects. The tender aims to enhance municipal service delivery through innovative technology solutions, ensuring transparency, security, and efficiency. With a deadline of November 15, 2025, this open tender invites qualified companies to participate in transforming civic grievance management in Ahmedabad. Successful bidders will contribute to the city's smart city initiatives by deploying scalable, secure, and user-friendly systems that facilitate citizen feedback and streamline municipal responses.

Scope Of Work

• Supply of all hardware, software, and networking components required for the complaint redressal system.
• Installation of the system at designated municipal locations, including the Command and Control Centre.
• Testing the entire system to ensure full functionality, security, and integration with existing municipal infrastructure.
• Commissioning the system for live operation, including user training and documentation.
• Providing Operations & Maintenance (O&M) services for a specified period post-commissioning.

  1. Initial site survey and requirement analysis.
  2. Procurement of hardware and software components.
  3. Installation and configuration of the complaint management platform.
  4. System testing and validation.
  5. User training and handover.
  6. Ongoing support and maintenance as per contract terms.
Parameter Specification
System Type Integrated Complaint Redressal System
Hardware Servers, networking devices, user terminals
Software Customizable complaint management platform
Security Data encryption, user authentication
Support Period As specified in the tender document

Technical Specifications

The system shall include hardware components such as servers, networking devices, and user terminals, all meeting the following parameters:

plaintext

  • Server Configuration: Minimum 64 GB RAM, Quad-core Processor, 2 TB HDD
  • Network: Minimum 1 Gbps connectivity
  • Security: SSL encryption, Multi-factor authentication

The software should support multi-language interfaces, real-time reporting, and integration with existing civic databases. The implementation process involves:

  1. Hardware procurement and setup.
  2. Software installation and configuration.
  3. System testing for security, load handling, and user acceptance.
  4. Final deployment and staff training.

Financial Requirements

The total project budget is estimated between Rs. 1 crore to Rs. 1.5 crore, covering hardware, software, installation, and maintenance. The payment schedule is as follows:

  • 30% upon contract signing.
  • 40% after successful installation and testing.
  • 30% upon project completion and handover.
    All costs must be detailed in the bid, including taxes, licensing, and support charges. Bidders should ensure their financial proposals align with the specified budget range and include a detailed cost breakdown table for transparency.

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Eligibility Criteria

✓ Must have valid digital certificates as per IT Act-2000 for secure electronic bidding.
✓ Must submit scanned copies of Tender Fee, EMD, and all necessary documents as per tender terms.
✓ Must have prior experience in implementing civic or government IT projects.
✓ Financial capacity to handle project costs, with a minimum turnover as specified in the tender.

Criterion Requirement
Tender Fee Rs. 18,000 (non-refundable)
EMD Rs. 25,00,000
Experience Proven track record in civic IT projects
Financials Minimum turnover of Rs. [specified amount] in last 3 years
Certifications Valid digital certificates for secure online bidding

Bidding Process

Process Timeline

1. preliminary

15-11-2025 17:30

2. commercial

Required Forms

preliminary

Tender Fee Form

Library-Standard

Required

Emd Fee Form

Library-Standard

Required

commercial

PRICE BID

User Defined Template-Secured

Required

Required Documents

Stage - preliminary

1

Attach scan copy of Tender Fee

Required
2

Attach scan copy of EMD

Required
3

Attach scan copy of All other necessary documents as per tender terms and conditions

Required

Frequently Asked Questions

What is the deadline for bid submission?

The last date for submitting bids is 15th November 2025 at 5:00 PM. Bids submitted after this deadline will not be accepted. Ensure all documents are uploaded and complete before the closing time.

What are the eligibility criteria for bidders?

Bidders must have valid digital certificates, submit scanned copies of tender fee, EMD, and necessary documents, and possess prior experience in civic IT projects. Financial capacity and relevant certifications are also required to qualify.

How will the evaluation of bids be conducted?

Bids will be evaluated based on technical proposal (50%), financial bid (30%), and experience (20%). Minimum technical scores must be met, and price competitiveness will influence final selection.

What are the key technical specifications for the system?

The system must include hardware such as servers with at least 64 GB RAM, networking devices supporting 1 Gbps, and security features like SSL encryption. Software should support multi-language interfaces and real-time reporting, ensuring seamless integration with existing civic infrastructure.

Who can I contact for support during the bidding process?

For assistance, contact the Procurement Support Team at 9374514391 or email [email protected]. Support is available from 9:00 AM to 6:00 PM, Monday to Saturday.