Department of Health and Family Welfare Tender by Food Safety And Standards Authority Of India (9ae752f0)
Call Centre Service - Per Seat Basis - Cloud based call center solution; Offsite
Tender Timeline
Tender Title: Call Centre Service - Cloud Based Solution
Reference Number: 9ae752f0
Issuing Authority/Department: Department of Health and Family Welfare, Ministry of Health and Family Welfare
The Department of Health and Family Welfare invites bids for the provision of Call Centre Services on a per-seat basis through a cloud-based call center solution. This initiative aims to enhance the accessibility and efficiency of health services for citizens by improving communication channels between healthcare providers and the public.
Scope of Work and Objectives
The primary objectives of this tender are to implement a robust, scalable, and secure cloud-based call center solution that can efficiently manage incoming and outgoing calls. The service provider is expected to offer a complete solution that includes:
- 24/7 customer support for health-related inquiries
- Seamless call routing and queuing systems
- Integration with existing healthcare information systems
- Real-time monitoring and reporting capabilities
The successful bidder will ensure that the call center operates effectively, contributing to improved public health responses and service delivery.
Eligibility Criteria
To qualify for this tender, bidders must:
- Be a registered business entity with relevant experience in providing call center services
- Demonstrate the capacity to deliver services at a national level
- Have valid certifications for technical and operational compliance
- Show evidence of past performance in similar service delivery
Technical Requirements
Bidders should have the following technical competencies:
- Thorough understanding of cloud technology
- Experience with software solutions capable of managing high call volumes
- Ability to implement integration with other health services and databases
- Compliance with information security guidelines aligned with health services
Financial Requirements
All bidders are required to submit financial documentation that includes:
- Company financial statements for the last three financial years
- Proof of insurance and liability coverage
- Competitive pricing proposal based on a per seat basis
Document Submission Details
Interested bidders must submit their proposals electronically through the specified platform, ensuring that all required documentation is included to avoid disqualification.
Special Provisions
This tender prioritizes Micro, Small, and Medium Enterprises (MSEs) by offering benefits such as:
- Reduced financial thresholds for eligibility
- Support in the procurement process
Evaluation Process
Proposals will be evaluated based on:
- Compliance with eligibility criteria
- Quality and feasibility of the proposed call center solution
- Cost-effectiveness and financial viability
- Experience and past performance in delivering similar services
Delivery Locations
The services are to be offered nationwide, ensuring accessibility to health services across various regions.
Contact Information
For questions or further clarification regarding this tender, please reach out to the Department of Health and Family Welfare through the online submission portal.
Ensure your proposals align with the requirements outlined above to enhance your chance of securing this contract in the call center services domain.
General Information
Financial Information
Evaluation and Technical Information
Tender Documents
5 DocumentsDocuments Required from Seller
- Experience Criteria
- Bidder Turnover
- Certificate (Requested in ATC)
- OEM Authorization Certificate
- OEM Annual Turnover
- Additional Doc 1 (Requested in ATC) *In case any bidder is seeking exemption from Experience / Turnover Criteria
- the supporting documents to prove his eligibility for exemption must be uploaded for evaluation by the buyer
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Frequently Asked Questions
The eligibility requirements include being a registered entity with proven experience in call center operations, demonstrating the capability of managing services on a national scale, and possessing relevant certifications. Bidders must also submit documentation showcasing compliance with industry standards and performance in related projects.
Prospective bidders are required to exhibit an in-depth understanding of cloud technology alongside experience with solutions that can handle significant call volumes. Additionally, they must demonstrate capacity for integrating their systems with existing healthcare databases while adhering to mandatory information security protocols.
Bidders are typically expected to submit an Earnest Money Deposit (EMD) as part of their proposal submission, which serves as a financial guarantee for bid seriousness. The specific amount will be indicated in the tender documentation, and bidders must adhere to the required payment guidelines.
The proposal submission process must be done electronically via the designated online platform. Bidders are advised to ensure all required documents are completed accurately to avoid disqualification. Key timelines will be outlined in the tender’s specific instructions regarding submission deadlines and documentation.
Yes, special provisions exist to promote Micro, Small, and Medium Enterprises (MSEs) within this tender process. These include lowered eligibility thresholds and various forms of support throughout the documentation and submission process to foster participation from smaller enterprises in this significant project.
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