Open Urban Development NPROCURE

Gujarat Metro Rail Customer Facilitation Services Tender for Multiple Stations

Bid Publish Date

29-Nov-2025, 10:45 pm

Bid End Date

29-Dec-2025, 3:00 pm

Value

₹14,04,00,000

Location

GANDHINAGAR , GUJARAT

Progress

Issue29-Nov-2025, 10:45 pm
AwardPending
Explore all 4 tabs to view complete tender details

Tender Type

Open

Sector

Urban Development

Tender Fee

₹25,000

Contract Form

Service

Completion Period

2  Years

Currency Type

Single

Categories 7

OTHER SERVICE MAN POWER SUPPLY SERVICES APPOINTED OF LABOUR CORPORATE TRAINING APPOINTMENT OF LABOUR MASS RAPID TRANSPORT

The Gujarat Metro Rail Corporation (GMRC) Limited invites bids for Customer Facilitation Services at 36 metro stations across Ahmedabad's Phase 1 & 2. This government tender aims to enhance passenger experience through station management, information support, and safety services. The project involves managing 14 stations on the North-South corridor of Phase 1 and 22 stations of Corridor 1 & 2 in Phase 2, with an estimated cost of INR 140.4 million and a completion period of 2 years. Bidders must demonstrate relevant experience, technical expertise, and financial stability. The tender process includes transparent evaluation based on technical competence, experience, and cost-effectiveness. Interested organizations specializing in urban transit services, station management, and customer support are encouraged to participate. The tender is open to qualified service providers seeking to contribute to Ahmedabad's urban development and public transportation infrastructure, with submission deadlines on 29-12-2025.

Scope Of Work

The selected service provider will be responsible for delivering comprehensive Customer Facilitation Services at designated metro stations. Key deliverables include:

  • Station management and passenger assistance
  • Information dissemination and ticketing support
  • Crowd control and safety management
  • Maintenance of station cleanliness and amenities
  • Emergency response coordination

The process involves:

  1. Mobilization of trained staff at all stations
  2. Implementation of station-specific customer service protocols
  3. Regular reporting and feedback collection
  4. Coordination with GMRC officials for operational efficiency
Service Components Specifications
Staff Qualifications Trained customer service personnel with relevant experience
Service Hours Corresponding to metro operation hours
Reporting Daily and weekly performance reports
Safety Standards Compliance with local safety and security regulations

The scope also includes provision of necessary equipment and signage, staff training, and adherence to safety and quality standards as specified in the tender documents.

Technical Specifications

The service provider must ensure station management systems are compliant with GMRC standards. Technical parameters include:

Parameter Requirement
Staff Training Certified in customer service and safety
Equipment Signage, communication devices, safety gear
Response Time Within 5 minutes for passenger assistance
Reporting Digital dashboards with real-time updates

Sequential procedures involve:

  1. Staff onboarding and training
  2. Deployment at stations
  3. Daily operations monitoring
  4. Regular audits and compliance checks
  5. Feedback incorporation and continuous improvement

Financial Requirements

The estimated project cost is INR 140.4 million. The financial proposal must include detailed breakdowns:

Cost Component Estimated Cost (INR)
Staff wages 60 million
Equipment and signage 20 million
Training and development 10 million
Miscellaneous expenses 10 million
Contingency 10 million

Payment terms are structured as:

  • 20% advance upon contract signing
  • 50% progress payments based on milestones
  • 30% upon project completion and acceptance
    All payments are subject to submission of valid invoices and compliance with contractual terms.

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Eligibility Criteria

  • ✓ Must have valid GST registration and relevant business licenses.
  • ✓ Must submit a Demand Draft or Banker's Cheque for tender fees.
  • ✓ Must provide audited balance sheets for the last 5 financial years.
  • ✓ Must demonstrate prior experience in metro or urban transit customer service projects.
  • ✓ Must submit Power of Attorney, MOA, AOA, or MOU as applicable.
  • ✓ Must have a proven track record of station management and customer facilitation.
  • ✓ Financial criteria:
    Criterion Minimum Requirement
    Turnover INR 50 million in last 3 years
    Experience Successfully managed at least 2 similar projects
  • ✓ Must provide all required technical and financial documents as specified in the tender.

Bidding Process

Process Timeline

1. Technical Stage

29-12-2025 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-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 deadline for submitting bids for the Gujarat Metro Rail Customer Facilitation Services tender?

The bid submission deadline is 29th December 2025 at 15:00 hours. Bidders must ensure their proposals are uploaded before this cutoff to be considered for evaluation.

What documents are required to participate in this tender?

Bidders must submit scanned copies of tender fees instrument, tender security, audited balance sheets for last 5 years, Power of Attorney, MOA, AOA, MOU, Form of Tender, annexures, work experience certificates, GST registration, and local content certificates. All documents should be as specified in the tender guidelines.

Who can bid for this tender?

Qualified service providers with experience in metro station management and customer services are eligible. Bidders must meet financial, technical, and experience criteria, including prior metro or urban transit project involvement.

How will the evaluation process be conducted?

Evaluation will be based on technical competence (50%), relevant experience (30%), and financial proposal (20%). Bidders must meet minimum thresholds to qualify for the final selection. The process involves technical scrutiny followed by financial bid opening.

What are the key dates and how can I contact the authorities?

Key dates include bid start on 29-11-2025, bid deadline on 29-12-2025, and technical evaluation on the same day. For queries, contact GMRC Limited at 07923248572 or email [email protected]. Bidders are encouraged to attend vendor training sessions scheduled weekly.

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