Introduction

The GEM/2025/B/6087082 tender is initiated by the Airports Authority of India (AAI) under the supervision of the Ministry of Civil Aviation. This tender aims to solicit proposals for the provision of Facility Management Services as a Lump-Sum Based contract, specifically focusing on the management of the May I Help You Desk at MBB Airport Agartala.

Scope of Work and Objectives

The primary objective of this tender is to enhance customer engagement and provide efficient assistance to travelers at MBB Airport Agartala through a well-organized Help Desk. The selected service provider will be responsible for:

• Managing the May I Help You Desk, ensuring optimal customer service at the airport.
• Providing all necessary consumables as part of the facility management service, included within the contract cost.

Eligibility Criteria

To qualify for this tender, bidders must meet the following eligibility requirements:

• Must be a legally registered entity, demonstrating the capability to provide facility management services.
• Previous experience in managing customer service desks or similar facilities in an airport environment will be an advantage.

Technical Requirements

Prospective bidders must provide comprehensive details on their ability to meet the following technical specifications:

1. Staffing: Adequate trained personnel to manage the service desk.
2. Training: A structured training program for the staff focusing on customer interaction and problem resolution.
3. Technology: Use of innovative technology for service requests and feedback collection.

Financial Requirements

Bidders must submit a detailed financial proposal that includes:

• A lump-sum price for the entire duration of the contract, which should cover all costs including labor, materials, and consumables required for service delivery.
• Evidence of stable financial health, typically through previous contract records or bank statements.

Document Submission Details

All necessary documents, including technical and financial proposals, must be submitted in conjunction with the bid. The submissions should include:

• A cover letter detailing the proposal.
• Proof of eligibility and financial capabilities.
• Any additional compliance documentation as required.

Special Provisions

This tender encourages participation from Micro, Small, and Medium Enterprises (MSEs) and startups by providing certain benefits and incentives to level the playing field in the bidding process.

Evaluation Process

The bids will be evaluated based on:

• Compliance with the eligibility and technical requirements.
• Financial offering and overall value for money.
• Past performance and capacity to deliver successful outcomes.

Delivery Locations

The primary location for service delivery under this tender will be the MBB Airport Agartala. All services must be accessible within the airport premises to facilitate effective customer support.

Contact Information

For further inquiries regarding this tender, interested parties may contact the Airports Authority of India through official communication channels.

By participating in this tender, companies will have the opportunity to contribute to enhancing the passenger experience at MBB Airport, creating a welcoming environment for all travelers.