Government Tender for System Integrator for Complaint Redressal System & Analytics Dashboard
Progress
This government tender from Ahmedabad Urban Development Authority (AUDA) seeks experienced IT firms to supply, install, and maintain a Comprehensive Complaint Redressal System and Analytics Dashboard. The project aims to improve citizen engagement, streamline complaint handling, and provide real-time analytics for urban governance. Bidders must meet specific eligibility criteria, submit all required documentation online, and adhere to strict deadlines. The scope includes hardware and software supply, installation, testing, and ongoing operations & maintenance over a one-year period. With an estimated value of INR 15 million, this tender offers a strategic opportunity for software developers, systems integrators, and network specialists to contribute to smart city initiatives in Ahmedabad. The procurement process emphasizes transparency, technical excellence, and timely delivery, making it ideal for reputed firms with proven experience in similar projects.
Scope Of Work
• Supply of all hardware and software components necessary for the Complaint Redressal System and Analytics Dashboard.
• Installation and configuration of the system at designated AUDA locations.
• Testing the system for functionality, security, and performance benchmarks.
• Commissioning the system for live operation after successful testing.
• Training AUDA staff on system operation and maintenance.
• Providing comprehensive documentation and user manuals.
• Ongoing Operations & Maintenance (O&M) for a specified period, ensuring system availability and performance.
The process involves:
- Submission of technical and financial bids via the online portal.
- Evaluation of bids based on predefined criteria.
- Contract award to the most suitable bidder.
- Implementation and commissioning of the system.
- Post-implementation support and maintenance.
The system must support integration with existing infrastructure, ensure data security, and provide real-time analytics and reporting capabilities. Specifications include compatibility with current IT standards and scalability for future upgrades.
Technical Specifications
| Parameter | Requirement |
|---|---|
| System Compatibility | Compatible with existing AUDA infrastructure |
| Hardware | Servers, networking equipment, user terminals as per specifications |
| Software | Customizable complaint management module, analytics dashboard, secure access |
| Security | End-to-end encryption, user authentication, role-based access |
| Performance | System uptime of 99.5%, response time < 2 seconds |
| Scalability | Capable of handling up to 10,000 concurrent users |
Sequential procedures include:
- Hardware procurement and setup.
- Software installation and configuration.
- System integration testing.
- User acceptance testing.
- Final deployment and go-live.
Financial Requirements
The total estimated cost for the project is INR 15,00,00,000. The financial bid should include a detailed breakdown:
| Cost Component | Amount (INR) |
|---|---|
| Hardware & Software | 8,000,000 |
| Installation & Testing | 2,000,000 |
| Training & Documentation | 1,000,000 |
| Operations & Maintenance (first year) | 4,000,000 |
Payment terms are structured as follows:
- 30% advance upon contract signing.
- 40% after successful installation and testing.
- 30% post-commissioning and acceptance.
All payments are subject to submission of valid invoices and compliance with contractual milestones.
Tender Data
Bid Details
Tender Type
Open
Sector
State Governments & UT
Tender Fee
₹15,000
Contract Form
Service
Completion Period
1 Years
Currency Type
Single
Bid Submission Start
17-09-2026 11:00:00
Document Download End
26-10-2026 18:00:00
Bid Validity
180
Additional Tender Data
Commercial Details
Tender Category
Service
Tender Value
₹1,50,00,000
Bid To RA
No
Item Category
IT - S/W develpoment; Systems Integration, Networking
Authority & Contact
Officer Inviting Bids
Deputy Collector, Admin
Bid Opening Authority
Administration Officer , Ahmedabad Urban Development Authority, Ahmedabad
Address
1st floor , Admin Branch Ahmedabad Urban Development Authority, Sardar vallabhbhai patel bhavan, usmanpura ashram road, Ahmedabad-380014
Contact Details
7927545061
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Documents 2
CCRS AUDA RFP FINAL.pdf
TENDER_DOCUMENT
Addendum 1.pdf
TENDER_DOCUMENT
Categories
10
Bidding Process
Process Timeline
27-10-2026 18:05
Required Forms
Preliminary
Tender Fee Form
Library-Standard
Emd Fee Form
Library-Standard
Commercial
Commercial Bid
User Defined Template-Secured
Required Documents
Stage - Preliminary stage
TENDER RELATED DOCUMENTS
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
✓ Must have proven experience in implementing similar complaint management and analytics systems.
✓ Must possess valid digital certificates as per the Information Technology Act-2000.
✓ Must submit all required documents, including tender fee proof and EMD proof.
✓ Must have a minimum annual turnover of INR 5 million for the last three financial years.
✓ Must demonstrate technical capability and relevant certifications.
| Criterion | Requirement |
|---|---|
| Experience | Successful completion of at least 2 similar projects in the last 3 years |
| Financial | Average annual turnover of INR 5 million or more |
| Certification | Valid Digital Signature Certificates (DSC) for authorized signatories |
| Documentation | Submission of all mandatory documents as specified in tender guidelines |
Frequently Asked Questions
Key insights about GUJARAT tender market
What is the main objective of this government tender?
This tender aims to select a qualified system integrator to supply, install, test, commission, and maintain a Comprehensive Complaint Redressal System and Analytics Dashboard for Ahmedabad Urban Development Authority (AUDA). The system will enhance citizen engagement, streamline complaint management, and provide real-time analytics to improve urban governance.
Who is eligible to participate in this tender?
Eligible bidders must have proven experience in IT system integration and software development, hold valid Digital Signature Certificates, and demonstrate financial stability with an annual turnover of at least INR 5 million over the last three years. All mandatory documents, including proof of bid fee and EMD, must be submitted as per tender guidelines.
What are the key technical requirements for the system?
The system must be compatible with existing infrastructure, support secure data handling, and offer features like real-time analytics, user role management, and scalability. Hardware specifications include servers and networking equipment, while software must support customizable modules and high system uptime (≥ 99.5%).
What is the bidding process and timeline?
Bidders must submit their electronic bids via the NPROCURE portal by October 16, 2026, 6:00 PM. Bids will be opened publicly on October 17, 2026, at 6:05 PM. The evaluation process will consider technical and financial aspects, with the contract awarded shortly thereafter. Ensure all documentation is complete and submitted on time.
How can bidders get assistance or training for the tender?
A free vendor training camp is organized every Saturday at (n)code solutions, Ahmedabad. Bidders can contact the support team at +91-79-40007517 or email [email protected] for guidance on online bid submission, obtaining Digital Certificates, and understanding tender procedures. Participation is highly recommended for new bidders.