Guwahati Municipal Corporation Call Centre Service per-Seat Basis Guwahati Assam 2025

Tender Overview

Guwahati Municipal Corporation invites bids for a Call Centre Service - Per Seat Basis with an on-premises setup and onsite installation at the Guwahati Municipal Area, Kamrup (Metro), Assam. The contract involves per-seat provisioning for a standard call centre setup, with the potential quantity/duration adjustments up to ±25% at contract issuance and subsequently within the same cap. An in-state service provider office is required, and delivery/installation must occur at the GMC office in Guwahati. The tender specifies electronic submission with EMD options via Demand Draft (₹30,000) or FDR, and requires hardcopy delivery within 5 days post bid end. Optional attachments include SOW, SLA, and escalation matrices. This procurement targets reliable, in-state call centre operations with formal documentation and performance bonds.

Technical Specifications & Requirements

• Product/Service: Call centre operation per-seat basis with standard on-premises setup; onsite installation.
• Delivery Location: Guwahati Municipal Area, Kamrup (Metro), Assam; installation at Office of the Commissioner GMC.
• EMD/Guarantees: ₹30,000 via DD or Fixed Deposit Receipt (FDR); submission of scanned proof and hardcopy within 5 days of bid end.
• Service Requirements: Escalation matrix for service support; OEM/contractor must establish a local service presence in Assam; adherence to attached SOW and SLA documents.
• Contract Flexibility: Quantities and/or duration may be revised up to 25% at contract issue and during execution.
• Documentation: Upload required certificates and proof as per terms; non-submission may lead to rejection.
• Contract Scope: Includes installation and commissioning (if covered); performance assurances and support timelines are referenced in SLA attachments.

Terms, Conditions & Eligibility

• Office Presence: Service provider office must be located in the state of the consignee; provide documentary evidence.
• EMD Submission: DD or FDR acceptable; scanned copy uploaded with bid; hardcopy delivered within 5 days of bid end/date of opening.
• Delivery/Installation: Actual delivery/installation at GMC Guwahati address; detailed scope per SOW/SLA attachments.
• Certificate Compliance: All required certificates/documents must be uploaded; non-compliance leads to rejection.
• Escalation & Support: Provide complete escalation matrix (telephone numbers) for service support as part of bid documents.
• Performance Security: FDR acceptable as performance security; released on demand with endorsement; must be pledged in the bidder’s favor as per terms.