NTPC Limited IVR Services Tender Pradip 36 Months IS 550-like Standards 2026
Bid Publish Date
22-Sep-2026, 10:44 am
Bid End Date
23-Oct-2026, 3:00 pm
Location
Progress
Tender Overview
NTPC Limited seeks a bidder to supply and operate IVR services for PRADIP over a 36-month period. The contract value is to be quoted as a lumpsum amount for 36 months, with the monthly rate derived from that figure. Experience criteria require vendors to demonstrate at least 1 year of IVR service delivery in the last five years, including toll-free or virtual numbers, IVRS options, call routing, and concurrent call handling. This opportunity applies to a government-owned utility undergoing digital engagement expansion and involves verification of client-issued PO certificates. The procurement emphasizes verifiable past performance and a single consolidated price offer on GeM.
Technical Specifications & Requirements
- Service category: IVR services for customer-facing operations on toll-free/virtual numbers
- Features required: IVRS menu options, call routing, and support for concurrent calls
- Duration: 36 months; total lumpsum price on GeM; monthly rate derived from lumpsum
- Evidence: Purchase orders and client certificates to validate experience; NTPC reserves verification rights
- Documentation: Complete bidding package uploaded under Buyer ATC; refer to ATC for exact format
- No BOQ items are listed; emphasis on service capability and delivery reliability
Terms, Conditions & Eligibility
- Experience requirement: at least 1 year of IVR service delivery in the last 5 years
- Required proof: Purchase orders and client certificates from clients
- Evaluation basis: technical capability combined with the quoted lumpsum for 36 months
- Documentation: Ensure bidding documents align with the Buyer ATC; price content restricted to the price bid
- Delivery & performance: As stipulated by NTPC in ATC; verification rights reserved
Key Specifications
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Service: IVR services for customer-facing toll-free/virtual numbers with IVRS options
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Capability: concurrent call handling and call routing
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Contract length: 36 months with lumpsum price on GeM
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Proof of capability: client PO certificates; verifiable by NTPC
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Documentation: complete ATC-compliant bids; no price content in techno-commercial bid
Terms & Conditions
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EMD not explicitly quantified in ATC; ensure compliance with standard GeM EMD processes
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36-month lumpsum quotation; monthly rate derived from total price
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One year IVR experience required within last five years with verifiable PO certificates
Important Clauses
Price Bid Structure
Price bid must present a single lumpsum amount for 36 months; separate price content in Techno-Commercial bid will lead to rejection
Experience Verification
NTPC reserves the right to verify Purchase Orders and client certificates with issuing clients for authenticity
ATC Compliance
Bid must align with Buyer Uploaded ATC document; incomplete bids under ATC may be rejected
Bidder Eligibility
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Minimum 1 year IVR service experience in the last 5 years with verifiable PO certificates
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Demonstrated capability to support toll-free or virtual numbers with IVRS options
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Evidence of ability to handle concurrent calls and proper call routing
Tender Data
Bid Details
Quantity
1
Similar Category
Post Paid Data and Voice Service Prepaid Data and Voice Services
Bid Type
Two Packet Bid
Bid Validity
120 (Days)
Bid Type
Service
Evaluation
Total value wise evaluation
Tech Clarification Time
3 Days
Preference & Exemptions
EMD Required
No
MII Compliance
Yes
MSE Purchase Preference
Yes
MSE Preference Band
L1+15%
MSE Exemption/Relaxation
No
Startup Exemption/Relaxation
No
Bid Splitting Applied
No
Requirements
Arbitration Clause
No
Mediation Clause
No
Additional Tender Data
Commercial Details
Tender Category
Service
Bid To RA
No
Bid To RA Enabled
No
Item Category
Custom Bid for Services - Procurement of IVR services for PRADIP for 03 years
Payment Timelines
Payments shall be made to the Seller within 30 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)
Delivery Details
Delivery Locations
1
Delivery Cities
Gautam Buddha Nagar
Delivery Pincodes
201301
Delivery Locations
| Consignee | Address | City | State | Pincode | Quantity | Delivery Days | Additional Requirement |
|---|---|---|---|---|---|---|---|
| Vikram Pandey | 201301,Engineering Office Complex,Plot No.-A -8A,Sector- 24,NOIDA | Gautam Buddha Nagar | Uttar Pradesh | 201301 | Project / Lumpsum Based | - | - |
Authority Records
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Documents 9
GeM-Bidding-9747026.pdf
Main Document
Other Documents
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Other Documents
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Other Documents
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GEM General Terms and Conditions Document
GEM_GENERAL_TERMS_AND_CONDITIONS
GEM General Terms and Conditions Document
GEM_GENERAL_TERMS_AND_CONDITIONS
Corrigendum Updates
3 Updates Update
Extended Deadline
21-Oct-2026, 9:30 am
Opening Date
22-Oct-2026, 9:30 am
Update
Extended Deadline
13-Oct-2026, 9:30 am
Opening Date
14-Oct-2026, 9:30 am
Update
Extended Deadline
08-Oct-2026, 9:30 am
Opening Date
09-Oct-2026, 9:30 am
Categories
3
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Required Documents
GST registration certificate
Permanent Account Number (PAN) card
Experience certificates demonstrating at least 1 year of IVR service delivery in the last 5 years
Purchase orders and client certificates from previous IVR projects
Financial statements or proof of financial standing
EMD documents (as applicable per ATC) and any security deposits
Technical bid documents and OEM authorizations (if applicable)
Any relevant ISI/ISO/industry certifications for IVR services (if specified in ATC)
Bid price breakup sheet for 36-month lumpsum quotation
Frequently Asked Questions
Key insights about UTTAR PRADESH tender market
How to bid for NTPC Pradip IVR services tender 2026?
Bidders must submit a single lumpsum price for 36 months via GeM, along with a price breakup sheet in the Price Bid. The Techno-Commercial Bid must exclude price content. Include VERIFIABLE PO certificates to prove 1 year of IVR experience in the last 5 years.
What documents are required for NTPC IVR procurement 2026?
Required documents include GST registration, PAN, experience certificates showing 1 year IVR work, client PO certificates, financial statements, EMD documents if applicable, technical bid and OEM authorizations. Ensure ATC-compliant submission as per Buyer Uploaded ATC.
What are the IVR technical requirements for the NTPC project?
The bidder must provide toll-free or virtual numbers, IVRS with menu options, and support for concurrent calls, plus reliable call routing. Documentation should prove past deployment of IVR systems and client endorsements; no explicit ISI/ISO standards specified in data.
When is the payment and delivery terms for the IVR contract?
Payment terms are defined by NTPC ATC; the contract is 36 months with a lumpsum price on GeM. Delivery milestones align with service deployment for PRADIP; verify any monthly rate derived from the lumpsum quote during bid submission.
What evidence is required to verify IVR experience?
Submit Purchase Orders and client certificates from IVR deployments showing activity in the last five years, covering toll-free or virtual numbers, IVRS options, and concurrent call handling. NTPC will verify authenticity with the clients.
What is the scope of the GeM lumpsum quote for NTPC IVR?
Bid must quote a total lumpsum amount for 36 months; the GeM portal will derive monthly charges from this figure. Ensure that the price breakup sheet aligns with this lumpsum quotation.
Are there mandatory certifications or standards for this IVR bid?
No explicit standard like IS 550 or ISO is stated in the ATC data. Emphasize the proven IVR deployment experience, concurrent-call capability, and client-endorsements in your bid, along with compliant ATC submission.
What could trigger bid rejection in NTPC ATC terms?
Bids containing price content in the Techno-Commercial bid will be rejected. Non-compliance with ATC, lack of verified PO certificates, or missing required documents can also lead to rejection.