Uttar Pradesh Medical Health & Family Welfare Call Centre Service Tender Lucknow UP Per Seat 25% Scope 2026
Bid Publish Date
26-Sep-2026, 3:32 pm
Bid End Date
20-Oct-2026, 9:00 pm
EMD
₹5,00,000
Value
₹2,00,00,000
Location
Progress
Key Highlights
- • Office of Service Provider must be located in the consignee state with documentary evidence
- • EMD options include DD, Fixed Deposit Receipt, or Online RTGS/IBAN payment to Uttar Pradesh Swasthya Bima Kalyan Samiti
- • Online payment details: Account 37924587574, SBI, Lucknow; include bid number in transaction
- • Variation clause allows up to 25% change in quantity or contract duration
- • Dedicated toll-free service support number and formal escalation matrix required
- • No BOQ items; tender category is Call Centre Service - Per Seat Basis (On-Prem with Offsite)
- • Bidder must maintain a local presence and not be in liquidation or bankruptcy
- • Submission includes hardcopy EMD delivery within 5 days of bid end/opening
Tender Overview
Medical Health And Family Welfare Department, Uttar Pradesh invites bids for a Call Centre Service - Per Seat Basis in Lucknow, Uttar Pradesh 226001. Estimated contract value is ₹20,000,000 with an EMD of ₹500,000. The procurement focuses on establishing a standard on-premise call center setup, with offsite components as a potential variant. The contract allows a 25% increase/decrease in quantity or duration at bid issue and post-issuance, enabling flexible scope for lumpsum services. Bidders must demonstrate a local presence within the state and submit EMD via DD, Fixed Deposit Receipt, or Online RTGS/IBAN payment, accompanied by proof. The buyer emphasizes service support readiness, including a dedicated toll-free number and escalation framework. Unique elements include mandatory submission of certificates and adherence to ATC/SOW scope attachments.
Technical Specifications & Requirements
- Category: Call Centre Service – Per Seat Basis (On-Premises with Offsite option)
- Estimated Value: ₹20,000,000
- EMD Amount: ₹500,000
- Payment/EMD Options: DD in favour of Uttar Pradesh Swasthya Bima Kalyan Samiti; FDR in name of the same; Online RTGS/Bank Transfer to account 37924587574, SBI, Lucknow branch; include bid number in transfer details
- Delivery/Support: Dedicated toll-free service number; escalation matrix to be provided by bidder; office of service provider to be located in the consignee state
- Compliance: Submission of required certificates/documents; non-compliance may lead to rejection; detailed SOW/ATC attached in bid documents
- Flexibility Clause: Up to 25% variation in quantity or duration; scope expansion for lumpsum contracts with provider consent
- Risk & Financial Standing: No liquidation or bankruptcy; bidder to submit an undertaking
- Documentation: Hardcopy delivery within 5 days post bid end/opening; scanned proofs of DD/FDR/RTGS to be uploaded
- Support: Dedicated/OEM-specific service support contact with escalation path
- Location: Lucknow, Uttar Pradesh
Terms, Conditions & Eligibility
- EMD: ₹500,000 via DD, FDR, or RTGS/online banking; hardcopy to be delivered within 5 days of bid end date
- Office Requirement: Service provider must maintain an office within the state of consignee; documentary evidence required
- Financial Standing: Bidder must not be under liquidation or similar proceedings; an undertaking must be uploaded
- Certificates: All certificates required by the bid must be uploaded; non-submission leads to rejection
- Payment Terms: Details provided in ATC; ensure bid compliance with payment terms and delivery expectations
- Scope Flexibility: Quantity/duration may adjust by up to 25% during contract issuance and execution
- Support: Dedicated toll-free number and escalation matrix must be provided by bidder/ OEM
- Submission: Bidder must attach SOW/ATC documents and ensure hardcopy EMD delivery within 5 days
- Compliance: Ensure submission of all mandated documents and certificates with bid
Key Specifications
-
Call Centre Service - Per Seat Basis
-
On-Premises setup with offsite option
-
Dedicated toll-free support line required
-
Escalation matrix must be provided
-
Local office presence in Uttar Pradesh required
Terms & Conditions
-
25% contract variation allowed at issue and during execution
-
EMD options: DD, FDR, or online RTGS with proof
-
Office of service provider must be in the consignee state
-
Submission requires strict certificate/document compliance
Important Clauses
Payment Terms
EMD options include DD/FDR/RTGS; online payment must include bid number and be accompanied by scanned proof
Delivery Schedule
Hardcopy EMD documentation must be delivered within 5 days of bid end/opening; service start as per ATC/SOW
Penalties/Liquidated Damages
Not explicitly stated; ensure ATC/SOW for any LD framework and performance penalties
Bidder Eligibility
-
Not under liquidation or bankruptcy
-
Demonstrate local UP presence with documentary evidence
-
Submit required financial and certification documents
Tender Data
Bid Details
Quantity
25
Bid Type
Two Packet Bid
Bid Validity
180 (Days)
Bid Type
Service
Evaluation
Total value wise evaluation
RA Qualification Rule
H1-Highest Priced Bid Elimination
Tech Clarification Time
2 Days
Preference & Exemptions
EMD Required
Yes
MII Compliance
Yes
MSE Purchase Preference
No
MSE Exemption/Relaxation
No
Startup Exemption/Relaxation
No
Bid Splitting Applied
No
Requirements
Min. Avg. Annual Turnover
300
Experience Required
3 Year (s)
Arbitration Clause
No
Mediation Clause
No
Additional Tender Data
Commercial Details
Tender Category
Service
Bid To RA
No
Bid To RA Enabled
Yes
Item Category
Call Centre Service - Per Seat Basis - Standard call center setup (On Prim); Offsite
Advisory Bank
State Bank of India
ePBG Percentage
5%
ePBG Duration (Months)
38
Payment Timelines
Payments shall be made to the Seller within 10 days of issue of service delivery acceptance certificate (SDAC) and on-line submission of bills (This is in supersession of 10 days time as provided in clause 12 of GeM GTC)
Pre-Bid & Qualification
Pre-Bid Date
06-10-2026 14:00:00
Pre-Bid Venue
Meeting Hall-SACHIS 4th Floor Nav Chetna Kendra 10 Ashok Marg Hazratganj Lucknow 226001
Delivery Details
Delivery Locations
1
Delivery Cities
Lucknow
Delivery Pincodes
226001
Delivery Locations
| Consignee | Address | City | State | Pincode | Quantity | Delivery Days | Additional Requirement |
|---|---|---|---|---|---|---|---|
| Pramod Kumar Gautam | 226001,State Agency For Comprehensive Health & Integrated Services 4th Floor Navchetna Kendra 10 Ashok Marg Hazratganj Lucknow | Lucknow | Uttar Pradesh | 226001 | 25 | - | Number of Months : 36 Number of Shift per day : 1 Number of Working days in Month : 31 |
Authority Records
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Documents 18
GeM-Bidding-9836814.pdf
Main Document
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Technical Specification/Buyer Specification Document
TECHNICAL
Buyer uploaded ATC document
ATC
Buyer uploaded ATC document
ATC
GEM General Terms and Conditions Document
GEM_GENERAL_TERMS_AND_CONDITIONS
GEM General Terms and Conditions Document
GEM_GENERAL_TERMS_AND_CONDITIONS
Corrigendum Updates
2 Updates Update
Update
Extended Deadline
20-Oct-2026, 3:30 pm
Opening Date
21-Oct-2026, 3:30 pm
Categories
2
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Required Documents
GST registration certificate
Permanent Account Number (PAN) card
Experience certificates for similar call center deployments
Financial statements for last 2-3 years
EMD submission proof (DD, FDR, or RTGS/online transfer receipt)
Technical bid documents and SOW/ATC attachments
OEM authorization (if applicable)
Evidence of local office in Uttar Pradesh (documentary proof)
Frequently Asked Questions
Key insights about UTTAR PRADESH tender market
How to bid for the call centre service tender in Lucknow UP 2026
Bidders must meet eligibility criteria, submit EMD ₹5,00,000 via DD/FDR/RTGS, provide local UP office evidence, include all certificates, and attach the SOW/ATC. Ensure online payment details include the bid number and scanned proof is uploaded with the bid.
What documents are required for UP call center tender submission
Required include GST registration, PAN, experience certificates for similar deployments, last 2-3 years financials, EMD proof (DD/FDR/RTGS), technical bid documents, OEM authorizations if any, and evidence of UP presence. All latest ATC/Corrigendum documents must be attached.
What is the EMD amount for this UP procurements call centre
EMD is ₹500,000. Submission can be via Demand Draft, Fixed Deposit Receipt, or Online RTGS to account 37924587574, SBI Lucknow. Upload scanned proof and deliver hardcopy within 5 days of bid end date or bid opening.
What are the delivery and support requirements for the Lucknow call center
Bidder must provide a dedicated toll-free service line and an escalation matrix. An office must exist in UP; remote/offsite components allowed. Service support terms should be detailed in the SOW/ATC with response times and supervision structure.
What is the 25% variation clause for this procurement in UP
The buyer may increase or decrease contract quantity or duration by up to 25% at the time of contract issue and during execution. Any scope expansion in lumpsum contracts requires the service provider’s consent.
Which standards or certifications are required for the UP call centre bid
While explicit standards are not listed, bidders should attach all relevant certificates per ATC. Ensure GST, PAN, experience, and OEM authorizations where applicable; IS/ISO certifications should be added if linked to scope in SOW.
When will the UP government finalize the call centre per seat bid
The tender timeline is not disclosed in the document. Bidders should monitor ATC attachments and corrigenda for final dates, submission deadlines, and opening events, ensuring readiness to meet EMD and documentation requirements.
What is the payment terms for the UP call center supply contract
Payment terms are defined in the ATC/SOW; ensure the bid includes acceptance of standard UP procurement terms. We recommend confirming milestone-based payments aligned with service start, SLA adherence, and acceptance criteria documented in SOW.