Department of Electronics and Information Technology Tender by Centre For Development Of Advanced Computing (c-dac) (ef47ce04)

Tender Title:

Extension of Toll-Free Service for Mapping the Child Helpline Short Code
Tender Reference Number: ef47ce04

Issuing Authority:

Ministry of Electronics and Information Technology
Department of Electronics and Information Technology

Scope of Work and Objectives:

The primary objective of this tender is to engage service providers for the extension of the toll-free service associated with the child helpline short code 1098 across all 36 states and Union Territories (UTs) of India. The timeline for this service extension extends until September 30, 2027. Service providers must ensure seamless operations of the helpline and continuous support, thus contributing to child welfare by enhancing the accessibility and reliability of critical support services.

Eligibility Criteria:

To qualify for this tender, bidders must be registered entities under applicable laws and regulations. Additionally, they should have relevant experience in managing similar toll-free services or related projects in the past. Successful bidders must demonstrate their technical capability to support a nationwide service with adequate resources and personnel.

Technical Requirements:

Technical proposals should outline:

• The infrastructure to support the toll-free number,
• Call handling capabilities,
• Staff training programs for operatives answering calls,
• Reporting and data management systems for call statistics,
• Incident management and resolution procedures.

Bidders must also comply with the relevant standards and guidelines from the Department of Electronics and Information Technology.

Financial Requirements:

Bidders are required to submit a detailed financial proposal that includes:

• Project costs,
• Operational expenses,
• Funding provisions for potential upgrades to service capabilities,
• Clear terms for payment processing linked to performance metrics.

Document Submission Details:

All proposal submissions must be made electronically through the government eMarketplace (GEM) platform. Bidders need to ensure that they provide all necessary documents that support their eligibility as well as technical and financial proposals. Proper formatting and adherence to submission guidelines are critical to avoid disqualification.

Special Provisions:

The tender process includes special provisions to encourage participation from Micro, Small, and Medium Enterprises (MSEs) and startups. Incentives include lower eligibility thresholds and potential support in securing financing for service delivery.

Evaluation Process:

The evaluation of bids will be comprehensive, focusing on:

• Technical capabilities,
• Proposed financial plans,
• Experience with child welfare services,
• Proven customer support and service management track records.

Bids will be assessed in a two-stage process: technical evaluation followed by financial evaluation.

Delivery Locations:

The service is to be implemented across all 36 states and Union Territories of India, ensuring access for vulnerable populations across various regions.

Contact Information:

While specific contact information is usually provided in the tender documentation, ensure to adhere to the required protocols for inquiries through the appropriate official channels. Bidders are encouraged to participate actively in any pre-bid meetings or clarification sessions that may be organized.

For additional information related to the tender, such as specific requirements or procedural questions, please refer to the official tender documentation or official communication channels.