Call Centre Service - Per Seat Basis - Standard call center setup (On Prim); Offsite
Mahanadi Coalfields Limited
SAMBALPUR, ODISHA
Posted:
19 July 2025
Closed:
30 July 2025
GEM
GEM
Controller General of Defence Accounts Call Centre Service Tender Allahabad Uttar Pradesh - Per-Seat On-Prem & Onsite 2025
Bid Publish Date
29-Nov-2025, 12:26 pm
Bid End Date
15-Dec-2025, 1:00 pm
EMD
₹3,32,450
Value
₹1,66,22,112
Location
Progress
Issue29-Nov-2025, 12:26 pm
AwardPending
Quantity
50
Bid Type
Two Packet Bid
Key Highlights
- • Dedicated toll-free service support number required
- • Escalation matrix for service support mandatory
- • Malicious Code Certificate required to certify no embedded malware
- • Option clause allows up to 50% quantity/duration adjustment
- • Salary/wage payment responsibility lies with the service provider
- • Past experience proofs accepted via contract copies and client certificates
- • No BOQ items; focus on service capabilities and SLAs
Categories
2
Tender Overview
Controller General Of Defence Accounts (CGDA), Department Of Defence, seeks a Call Centre Service - Per Seat Basis with On-Prem and Onsite delivery in Allahabad, Uttar Pradesh (210010). The project’s estimated value is ₹16,622,112 with an EMD of ₹332,450. Bidders must provide a dedicated/ toll-free service line, plus an escalation matrix, and comply with mandatory certificates including a Malicious Code Certificate. No BoQ items are listed, indicating a service-oriented scope rather than hardware supplies. The contract may include flexible quantity/duration adjustments within a 50% band as per option clause. The buyer requires a compliant bidder capable of rapid deployment and ongoing support.
Technical Specifications & Requirements
- Per-Seat Call Centre Service with On-Prem setup and onsite delivery at CGDA’s location in Allahabad.
- No itemized BOQ; focus on service capabilities, call routing, and helpdesk operations.
- Key compliance elements include a Dedicated Toll-Free Service Support number and an Escalation Matrix.
- Mandatory security certificate: Malicious Code Certificate ensuring no embedded malicious software; breach implications for IPR and data integrity are defined.
- Compliance with bidder financial health and non-liquidity conditions; past experience evidence accepted via contracts, invoices, or client certificates.
- The bid may require ongoing maintenance, support SLAs, and potential penalties for non-performance as implied by standard procurement terms.
Terms, Conditions & Eligibility
- EMD: ₹332,450; eligibility includes financial credibility and non-liquidity.
- Bidders must upload required certificates and documents per the bid document/ATC.
- Service provider must ensure salaries/wages for deployed staff are paid by the provider pre-claim (with statutory documents).
- An option clause allows contract quantity/duration adjustments up to 50%.
- Past experience proof can be contract copies, client execution certificates, orInvoices with self-certification.
- Mandatory Malicious Code certificate and escalation details are required; failure to submit may lead to rejection.
Key Specifications
-
Call centre service per-seat model with On-Prem deployment
-
Dedicated toll-free support number
-
Escalation matrix for service issues
-
Malicious code certificate ensuring no embedded malware
-
No BoQ items; service scope and SLAs govern the procurement
-
Past experience evidence acceptable via contracts or client attestations
Terms & Conditions
-
EMD amount ₹332,450 required
-
Bidder must provide dedicated call support and escalation matrix
-
50% quantity/duration flexibility under option clause
Important Clauses
Payment Terms
Salaries paid by service provider; reimbursement from buyer follows submission of statutory documents and payroll records
Delivery Schedule
On-Prem setup and onsite deployment at CGDA location in Allahabad; exact timelines not disclosed
Penalties/Liquidated Damages
Penalties for non-performance implied by standard terms; exact LD rate not disclosed
Bidder Eligibility
-
No liquidation or court receivership
-
Demonstrated experience in configuring or operating call centre services
-
Financial stability proven by statements and tax documents
Documents 5
GeM-Bidding-8444441.pdf
Main Document
Other Documents
OTHER
Scope Of Work Document
SCOPE_OF_WORK
GEM General Terms and Conditions Document
GEM_GENERAL_TERMS_AND_CONDITIONS
GEM General Terms and Conditions Document
GEM_GENERAL_TERMS_AND_CONDITIONS
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Closed:
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GEM
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Required Documents
1
GST registration certificate
2
Permanent Account Number (PAN) card
3
Past experience proofs: contract copies, invoices, execution certificates
4
Financial statements to demonstrate solvency
5
EMD payment receipt or instrument
6
Technical bid and compliance certificates
7
OEM authorizations or service partner confirmations (if applicable)
8
Malicious Code Certificate
Frequently Asked Questions
Key insights about UTTAR PRADESH tender market
How to bid for CGDA call centre service tender in Allahabad 2025
Bidders must submit a complete bid with EMD ₹332,450, GST/PAN, past experience proofs, and mandatory certificates including the Malicious Code Certificate. Ensure a dedicated toll-free support line and an Escalation Matrix. The service scope is per-seat with On-Prem deployment; confirm delivery timelines with CGDA procurement.
What documents are required for CGDA call centre bid 2025 Allahabad
Required documents include GST registration, PAN card, financial statements, EMD receipt, past experience proofs (contracts or client certificates), technical bid, and OEM authorizations if applicable. Also upload the Malicious Code Certificate and the Escalation Matrix for service support.
What are the technical requirements for per-seat call centre tender Allahabad
Though no BoQ exists, the bid demands a dedicated toll-free number, On-Prem call centre setup, onsite deployment in Allahabad, and an escalation matrix. Certificates must include Malicious Code Certification; bidders should demonstrate prior call centre operations and SLA capabilities.
What is the EMD amount for CGDA call centre bid 2025 Allahabad
The EMD is ₹332,450. It should be paid via the prescribed method in the bid document and uploaded as proof with the bid submission, ensuring funds are available at the time of bid opening.
What are the delivery and support expectations for CGDA call centre
Delivery requires On-Prem deployment and onsite setup at Allahabad location. Ongoing support includes a dedicated toll-free number and an escalation matrix. Payment and SLA details will be governed by standard terms; ensure payroll and statutory documents accompany staff deployment.
How to prove past experience for CGDA defence call centre tender
Submit contract copies with invoices and self-certification, client execution certificates, or third-party release notes as proof of past call centre work. This should demonstrate capability aligned with the tender’s service scope and SLAs.
What is the scope of the option clause in CGDA tender 2025
The buyer may adjust contract quantity or duration by up to 50% before issuance and after issuance, bidders must accept revised terms. Plan for scale-up or scale-down accordingly in resource and pricing strategies.
Which standards or certifications are explicitly required for CGDA bid
A Malicious Code Certificate is mandatory; while no hardware standards are listed, bidders must maintain robust security posture and provide escalation and support documentation. No ISI/ISO codes are explicitly mandated in the available data.
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Documents 5
GeM-Bidding-8444441.pdf
Main Document
Other Documents
OTHER
Scope Of Work Document
SCOPE_OF_WORK
GEM General Terms and Conditions Document
GEM_GENERAL_TERMS_AND_CONDITIONS
GEM General Terms and Conditions Document
GEM_GENERAL_TERMS_AND_CONDITIONS