Gujarat Energy Limited Tender for Centralized Customer Call Centre Service Provider
Bid Publish Date
12-Oct-2026, 10:00 am
Bid End Date
26-Oct-2026, 1:30 pm
Location
Progress
Gujarat Energy Limited (GEL) is inviting tenders for the appointment of a service provider to establish and manage a Centralized Customer Call Centre (CCCC) in Gandhinagar. This project aims to enhance customer engagement, streamline communication, and improve service delivery for GEL consumers across Gujarat. The tender process involves multiple stages, including preliminary, technical, and commercial evaluations, with deadlines set for October 26, 2026. Eligible companies with experience in customer support, telecommunication infrastructure, and call center operations are encouraged to participate. The selected bidder will be responsible for infrastructure setup, staffing, training, and ongoing operational management, ensuring compliance with government standards and GEL requirements. This opportunity aligns with government initiatives to improve public utility services and customer satisfaction in the energy sector. Bidders must submit all required documents, adhere to the terms and conditions, and participate in the transparent evaluation process to secure this contract.
Scope Of Work
• Establish and operate a Centralized Customer Call Centre (CCCC) for Gujarat Energy Limited.
• Provide 24/7 customer support services including inquiry handling, complaint registration, and information dissemination.
• Ensure compliance with GEL standards and government regulations.
• Maintain accurate call logs, reports, and analytics for performance monitoring.
• Staff the call center with trained personnel proficient in local languages and customer service protocols.
• Implement state-of-the-art telecommunication infrastructure and software solutions.
• Conduct regular training and quality assurance checks.
The process includes:
- Submission of bid documents before the deadline.
- Technical evaluation based on submitted documents and infrastructure.
- Commercial evaluation of bid offers.
- Final selection and contract signing.
| Specification | Details |
|---|---|
| Service Area | Gujarat Energy Limited operating area |
| Operating Hours | 24 hours, 7 days a week |
| Support Languages | Gujarati, Hindi, English |
| Infrastructure | Call center setup, IVR, CRM software |
| Staffing | Trained customer support executives |
| Reporting | Daily, weekly, monthly performance reports |
Technical Specifications
The call center infrastructure must include:
| Parameter | Specification |
|---|---|
| Infrastructure | Modern telecommunication setup with IVR and CRM systems |
| Support Languages | Gujarati, Hindi, English |
| Operating Hours | 24/7 |
| Staffing | Trained customer support executives |
| Data Security | Compliant with government data protection standards |
Sequential process for technical setup:
- Infrastructure deployment.
- Staff recruitment and training.
- System integration and testing.
- Go-live and continuous monitoring.
Financial Requirements
The estimated budget for this project is detailed as follows:
| Cost Component | Estimated Cost |
|---|---|
| Infrastructure Setup | As per tender document |
| Staffing & Training | As per tender document |
| Operational Expenses | As per tender document |
| Maintenance & Support | As per tender document |
Payment terms include:
- Milestone-based payments aligned with project phases.
- Final payment after successful project completion and acceptance.
- All payments subject to submission of valid invoices and reports.
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
12-10-2026 15:30:00
Document Download End
26-10-2026 19:00:00
Bid Validity
180 Days
Additional Tender Data
Commercial Details
Tender Category
Service
Bid To RA
No
Item Category
Miscellaneous Works
Authority & Contact
Officer Inviting Bids
Gujarat Energy Limited, Gandhinagar
Bid Opening Authority
Gujarat Energy Limited, Gandhinagar
Address
Gujarat Energy Limited, Office No. 4 and 5, Gr. Floor, IT Tower-2, Infocity, Gandhinagar - 382009 Gujarat
Contact Details
9099953861/[email protected]
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Documents 10
BQC -CCCC Operations.pdf
TENDER_DOCUMENT
Format for Prebid Clarifications.xlsx
BOQ
ONLINE PRE BID DETAILS.pdf
TENDER_DOCUMENT
Section II - Scope of Work.pdf
TENDER_DOCUMENT
Section I - Instructions To Bidders (ITB)-CCCC Operations.pdf
TENDER_DOCUMENT
Section III - Schedule of rate (SOR).pdf
TENDER_DOCUMENT
Section IV - GTC - CCCC Operations.pdf
TENDER_DOCUMENT
Section V - STC - CCCC Operations.pdf
TENDER_DOCUMENT
Section VI - Forms and Formats- CCCC Operations.pdf
TENDER_DOCUMENT
User Guide to use Cisco WebEx meeting.pdf
TENDER_DOCUMENT
Categories
2
Bidding Process
Process Timeline
27-10-2026 10:30
27-10-2026 10:45
27-10-2026 11:31
Required Forms
Preliminary
Primary Information
User Defined Template-Standard
Bidder Information Form
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
Technical
Technical Bid Submission
User Defined Template-Standard
Commercial
Sample SoR
User Defined Template-Secured
Required Documents
Stage - Preliminary Stage
EMD -RTGS/NEFT/BG copy or Exemption document as per tender Terms
RequiredTENDER-RTGS/NEFT/BG copy or Exemption document as per tender Terms
RequiredGST Registration Number (GSTIN) and Copy of PAN CARD
RequiredContact Details of Issuing Authority (As per form attached Section VI - Forms and Formats)
RequiredStage - Technical Stage
1) Bidders not associated with GEL shall submit the copy of Purchase Order/Work order/Contracts for fulfilment of the criteria specified herein
Required2 Bidders not associated with GEL: Bidder shall submit the corresponding satisfactory work completion certificate / Execution Certificate as documentary evidence towards adherence to the criteria specified herein.
Required3) Bidders associated with GEL (existing and previously) shall submit the GEL issued Purchase Order/Work order/Contracts for fulfilment of the criteria specified herein.
Required4) Self-Declaration from Bidders along with List of PO Serving companies and contact details. Letter to be submitted as per the format provided in Annexure-1.
Required5) Chartered Accountant Certificate with UDIN confirming annual turnover, working capital & net worth as per criteria specified herein. Letter to be submitted as per the format provided in Annexure-2.
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Eligibility Criteria
✓ Must have valid GST Registration Number (GSTIN) and PAN Card.
✓ Must submit EMD via RTGS/NEFT/BG or exemption document.
✓ Must provide proof of previous relevant experience or contracts.
✓ Bidders not associated with GEL must submit purchase orders, work completion certificates, or execution certificates.
✓ Bidders associated with GEL must submit GEL-issued purchase orders or contracts.
✓ Must submit a self-declaration letter and list of PO serving companies.
✓ Chartered Accountant Certificate with UDIN confirming annual turnover, working capital, and net worth.
| Financial & Qualification Criteria | Minimum Requirement |
|---|---|
| Annual Turnover | As per tender document |
| Working Capital | As per tender document |
| Net Worth | As per tender document |
| Valid GST & PAN | Yes |
Frequently Asked Questions
Key insights about GUJARAT tender market
What is the deadline for submitting bids for this tender?
The bid submission deadline is 26th October 2026 at 19:00 hours. Bidders must ensure all documents are uploaded before this time, as late submissions will not be accepted.
What documents are required for the preliminary stage?
Bidders must submit:
- EMD copy or exemption document
- TENDER fee payment proof
- GST Registration Number and PAN Card
- Contact details of issuing authority
All documents should be in the prescribed format and submitted as per tender guidelines.
Who is eligible to participate in this tender?
Eligibility criteria include:
- Valid GSTIN and PAN
- Experience in call center or customer support services
- Bidders not associated with GEL must submit relevant contracts and work completion certificates
- Bidders associated with GEL must submit GEL-issued purchase orders or contracts
- Compliance with financial and technical criteria as specified.
What is the scope of work for the selected service provider?
The service provider will establish and operate a 24/7 centralized customer call center, providing inquiry handling, complaint registration, and support in multiple languages. The scope includes infrastructure setup, staffing, training, reporting, and compliance with GEL standards, ensuring high-quality customer service and data security.
How will the evaluation of bids be conducted?
Bids will be evaluated based on technical capability (50%), past experience (20%), financial bid (20%), and eligibility compliance (10%). Bidders must meet minimum thresholds to qualify, with the highest scoring bid selected for award, ensuring transparency and fairness.