Online Citizen Services Portal Call Centre Per Seat Tender Assam 2026 - IS 550/WS Standards & World Bank Terms

Tender Overview

Organization: Online Citizen Services Portal; Department: Information Technology Department Assam; Product/Service: Call Centre Service on a per-seat basis with on-premises and onsite setup. Estimated Value: ₹1,00,00,000; Location: Assam, India. Key differentiator includes on-site setup and per-seat pricing model, with World Bank terms applicable for eligible projects. The procurement targets a scalable call centre solution to support citizen services, with emphasis on deployment flexibility and compliance with buyer-specified terms. The tender emphasizes service delivery capability and adherence to contract obligations under the buyer’s terms. Unique clauses include payroll responsibilities and compliance conditions for staff deployed at the buyer location.

Technical Specifications & Requirements

• Category: Call Centre Service – Per Seat Basis – On Premises; Onsite with setup
• Price model: per-seat basis; scalable staffing plan aligned to demand
• Deployment: on-premises call center setup with onsite installation
• Compliance: World Bank terms may apply for eligible projects; ensure contractual alignment with specified ATCs
• Experience: Past project evidence accepted via contract copies, invoices, execution certificates or similar documentation
• EMD/PBG: Options include Banker’s Cheque or Demand Draft in favour of Project Director AITEC & CSD Society, Guwahati; hard copy required within 5 days of bid end date/opening
• Documentation: Upload required certificates; non-compliance leads to rejection
• Payment terms: Salaries/wages for deployed staff are paid by service provider first, then claimed from the buyer along with statutory documents

Terms, Conditions & Eligibility

• EMD/Guarantees: Options for Banker’s Cheque or DD payable at Guwahati; scanned proof required with bid; hard copy submission within 5 days
• World Bank terms: Applicable as defined for WB-funded projects; follow relevant ATCs and conditions
• Past Experience: Proof may include contract copies with invoices, execution certificates, or equivalent
• Sub-contracting: Requires prior written consent from buyer; liability remains with the primary service provider
• Payment terms: Salary/wage payments by the service provider first, with reimbursement request to buyer including PF/ESIC documentation
• Compliance: Bidder must upload certificates/documents sought in Bid document and ATC; rejection if missing
• Delivery/Performance: On-premises deployment with onsite setup; adherence to procurement terms and project delivery timelines