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Open State Governments & UT NPROCURE

Gujarat Metro Rail Customer Facilitation Services Tender for 18 Stations & Depot

Bid Publish Date

29-Nov-2025, 10:07 pm

Bid End Date

12-Jan-2026, 3:00 pm

Value

₹10,45,00,000

Location

GANDHINAGAR , GUJARAT

Progress

Issue29-Nov-2025, 10:07 pm
AwardPending
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Tender Type

Open

Sector

State Governments & UT

Tender Fee

₹25,000

Contract Form

Works

Completion Period

2  Years

Currency Type

Single

Categories 3

SERVICES CORPORATE TRAINING MASS RAPID TRANSPORT

The Gujarat Metro Rail Corporation (GMRC) Limited invites bids for Customer Facilitation Services at 18 metro stations and a depot on the Ahmedabad Metro Rail Project Phase-1. This government tender offers an opportunity for experienced service providers to enhance passenger experience through station assistance, safety, and operational support. The project, valued at approximately INR 104.5 million, requires bidders to meet strict eligibility criteria, including relevant experience, financial stability, and technical compliance. The tender process involves detailed documentation, technical and financial evaluations, and adherence to deadlines. This initiative aims to improve urban transit services, promote efficient operations, and ensure passenger safety across Ahmedabad’s metro network. Bidders are encouraged to download the tender documents, participate in free training sessions, and submit their proposals online within the specified timeline to be part of this significant infrastructure development project.

Scope Of Work

The scope of work includes providing comprehensive Customer Facilitation Services at designated Ahmedabad Metro stations and depot. Key deliverables include:

  • Station assistance and passenger support
  • Information dissemination and ticketing support
  • Crowd management and safety enforcement
  • Maintenance of station cleanliness and order
  • Coordination with metro staff for operational efficiency

The process involves:

  1. Bidders submitting technical and financial proposals via online portal.
  2. Technical evaluation based on experience, compliance, and documentation.
  3. Price bid opening for qualified bidders.
Service Components Specifications
Station Assistance Support for passenger inquiries, boarding, and alighting
Customer Support Help desks, information counters, complaint handling
Safety & Security Crowd control, safety protocols adherence
Maintenance & Cleanliness Regular cleaning, station upkeep
Reporting & Coordination Daily reports, staff coordination

All services must adhere to the technical standards outlined in the tender documents, ensuring high-quality passenger experience and safety compliance.

Technical Specifications

Bidders must comply with the technical standards specified in the tender documents, including:

  • Station facilities and customer service standards
  • Safety and security protocols
  • Equipment and staffing requirements
  • Reporting and compliance procedures

Technical parameters include:

Parameter Specification
Service Hours 24/7 coverage at all stations
Staff Qualification Trained personnel with relevant certifications
Equipment Information kiosks, PA systems, CCTV
Safety Equipment Fire extinguishers, emergency alarms

Sequential procedures involve:

  1. Compliance with technical standards.
  2. Submission of technical proposal with supporting documents.
  3. On-site inspection if required.
  4. Technical evaluation and scoring.
  5. Final selection based on combined technical and financial scores.

Financial Requirements

The estimated project cost is INR 104.5 million. Bidders must submit a detailed financial proposal, including breakdowns for staffing, equipment, and operational expenses. Payment terms are linked to project milestones and deliverables. The bid must specify the total cost, applicable taxes, and any additional charges.

Cost Component Estimated Cost (INR)
Station Services INR 75 million
Depot Services INR 20 million
Miscellaneous INR 9.5 million

Payment schedule:

  • 30% advance upon contract signing.
  • 40% on completion of initial phase.
  • 30% after successful project completion and handover.

All financial proposals should be inclusive of applicable taxes and valid for 180 days from bid submission date.

Documents 12

1. NIT PKG 1.pdf

TENDER_DOCUMENT

2. ITT PKG 1.pdf

TENDER_DOCUMENT

3. FoT PKG 1.pdf

TENDER_DOCUMENT

4. GCC PKG 1.pdf

TENDER_DOCUMENT

5. SCC PKG 1.pdf

TENDER_DOCUMENT

6. Emp PKG 1.pdf

TENDER_DOCUMENT

7. SHE PKG 1.pdf

TENDER_DOCUMENT

8. BOQ PKG 1.pdf

TENDER_DOCUMENT

Addendum 1 CFS-02.pdf

TENDER_DOCUMENT

20251226 Addendum PKG-1.pdf

TENDER_DOCUMENT

20251226 Clarification PKG-1 .pdf

TENDER_DOCUMENT

Office Memorandum.pdf

TENDER_DOCUMENT

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Eligibility Criteria

✓ Must have valid GST Registration Certificate.
✓ Proven experience in metro or large public transport station services.
✓ Financial stability with audited balance sheets of last 5 years.
✓ Submission of Tender Fees and EMD as per instructions.
✓ Submission of Power of Attorney, MOA, AOA, and MOU documents.
✓ Demonstrated work experience with relevant certificates.

Qualification Requirement Details
Financial Turnover Minimum INR 20 million in last 3 years
Work Experience At least 3 years in metro/station services
Certification Valid GST and relevant operational licenses
Experience Certificates For similar projects with client references
Submission of All Required Documents As specified in tender notice

Bidder must meet all eligibility criteria to qualify for technical evaluation.

Bidding Process

Process Timeline

1. Technical Stage

12-01-2026 15:30

2. Price Bid Stage

Required Forms

Technical

Tender Fee and EMD

User Defined Template-Standard

Required

Undertaking on Bid submission

User Defined Template-Secured

Required

Price

Financial Proposal -CUSTOMER FACILITATION SERVICES- PKG-1 PH-2

User Defined Template-Secured

Required

APPENDIX - 13A

User Defined Template-Secured

Required

Declaration

User Defined Template-Standard

Required

Required Documents

Stage - Technical Stage

1

Scanned Copy of Tender Fees instrument (Demand Draft /Bankers cheque)

Required
2

Scanned Copy of Tender Security instrument

Required
3

Audited Balance Sheets of Last 5 Financial Years

Required
4

Power of Attorney, MOA, AOA, MOU

Required
5

Form of Tender and its Appendices

Required
6

All Applicable Annexures

Required
7

Docs/Certificates for Work Experience and Key Experience

Required
8

GST Registration Certificate

Required
9

All applicable Appendices on purchase preference and local content

Required
10

Any other document as per the requirement of Tender

Frequently Asked Questions

Key insights about GUJARAT tender market

What is the scope of the Customer Facilitation Services tender?

The tender involves providing comprehensive customer support and station assistance at 18 metro stations and one depot on the Ahmedabad Metro Rail Project Phase-1. Key services include passenger information, crowd management, safety enforcement, cleanliness, and operational coordination to enhance passenger experience.

Who is eligible to bid for this tender?

Eligible bidders must have valid GST registration, proven experience in metro or large public transport services, audited financial statements of the last 5 years, and relevant project certificates. They must also submit all required documents such as Tender Fees, EMD, Power of Attorney, and work experience certificates.

What are the key dates and deadlines for this tender?

Bid submission opens on 29-11-2025 and closes on 29-12-2025 at 15:00 IST. Technical evaluation is scheduled for 29-12-2025 at 15:30, with the potential for price bid opening shortly after. The contract award is expected by 31-12-2025. Bidders must adhere strictly to these deadlines.

What is the estimated project value and payment terms?

The estimated project cost is approximately INR 104.5 million. Payment will be made in installments: 30% advance, 40% after initial phase completion, and 30% upon final handover, based on milestone achievement and project deliverables.

How can I get support or training for the bidding process?

Bidders can attend free vendor training sessions every Saturday from 4:00 to 5:00 PM at (n)Code Solutions, Ahmedabad. For technical support, contact n)Procure Support team at GNFC Ltd. via phone or email. Detailed guidance is also available in the tender documents.