Election Department Delhi Tenders (GEM/2025/B/6144317)

Tender Title: Call Centre Service - Per Seat Basis

Reference Number: GEM/2025/B/6144317

Issuing Authority

The Election Department Delhi is inviting bids from qualified service providers for the procurement of call center services on a per seat basis. This tender aims to establish a standard call center setup to effectively manage electoral inquiries and enhance public engagement.

Scope of Work and Objectives

The primary goal of this tender is to set up a robust call center infrastructure that operates efficiently to handle varying volumes of calls during the electoral process. The scope of work includes:

• Providing call center services that operate on a per seat basis.
• Ensuring availability for both on-premises and offsite operations.
• Facilitating seamless communication to address electoral queries.
• Delivering timely responses to enhance electoral transparency and participation.

Eligibility Criteria

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

• Must be a legally registered entity capable of providing call center services.
• Experience in offering similar services for government or high-profile private sector clients.
• Demonstrated financial stability and capability to manage operations at scale.

Technical Requirements

Bidders are required to comply with specific technical requirements, which include:

• Infrastructure readiness to handle a minimum of 15 call center seats.
• Capability to deliver services both on-premises and remotely.
• Implementation of advanced call management systems.

Financial Requirements

Bidders must be able to provide a detailed breakdown of their pricing structure for the call center services. This includes:

• Per-seat pricing.
• Any additional costs associated with the setup.
• Payment terms and conditions must be clearly specified.

Document Submission Details

All documentation must be submitted in accordance with the guidelines outlined in the tender. The following must be included:

• Company registration certificates.
• Financial statements for the previous three years.
• Technical proposals detailing approach and methodologies.

Submissions should be made electronically via the designated platform indicated in the bidding portal.

Special Provisions

This tender encourages participation from Micro, Small, and Medium Enterprises (MSEs) and recognizes their contributions to the economy. Additionally, provisions are in place for startups participating in this tender, promoting inclusivity and innovation.

Evaluation Process

The evaluation of bids will be completed based on:

• Compliance with eligibility criteria.
• Quality and feasibility of the technical proposal.
• Overall cost-effectiveness and pricing strategy.

Bidders successful in these evaluations will be notified for further engagement.

Delivery Locations

Services are expected to be deliverable within Delhi. Bidders should ensure their infrastructure supports efficient operations across various locations as necessary.

Contact Information

For any inquiries or clarifications, bidders may contact the Election Department Delhi. Specific contact details are provided in the tender documentation for direct communication.

Additional Information

This tender is classified as high value, reflecting the critical nature of the services being procured. Bidders are encouraged to present their most competitive offerings to facilitate efficient service delivery.