Custom Bid for Services - Round the Clock CMS Operation
Custom Bid for Services - Round the clock CMS operation in Combined Lobby/MB, Combined Lobby/HPU, C
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Tender Title:
Custom Bid for Services - Round the Clock CMS Operation
Reference Number:
1ce372e1d
Issuing Authority:
Ministry of Railways, Indian Railways
The Custom Bid for Services seeks qualified vendors to provide round-the-clock customer management system (CMS) operations across multiple combined lobbies which include Combined Lobby/MB, Combined Lobby/HPU, and Combined Lobby/CH, as well as the Integrated Command and Management System (ICMS) in the CTC Office of the MB division. This service will be required for a period of one year with the objective of enhancing operational efficiency, improving customer service levels, and ensuring a seamless experience for all stakeholders involved.
Scope of Work and Objectives
The primary objective of this tender is to establish a continuous operational workflow for CMS that assists in handling the customer-related queries, feedback, and services. The scope encompasses:
- 24/7 operational support in specified locations.
- Integration with existing systems and protocols.
- Regular reporting and monitoring of operations to ensure compliance with set standards.
- Continuous improvement strategies to enhance service delivery.
Eligibility Criteria
To qualify for participation in the bidding process, bidders must:
- Be registered entities with valid business licenses.
- Have prior experience in customer service management.
- Exhibit financial and technical capabilities to manage such large-scale operations.
Technical Requirements
Bidders should provide technical proposals that demonstrate:
- Methodology for executing round-the-clock operations.
- Technology and tools that will be used to support CMS.
- Quality assurance and compliance strategies to maintain service standards.
Financial Requirements
Bidders are required to present a detailed financial proposal including:
- Breakdown of costs associated with the services offered.
- Commitment to adhere to budget parameters defined by the Ministry of Railways.
- Documentation demonstrating financial stability and capacity to fund the operation.
Document Submission Details
Interested parties must submit the following documentation:
- Completed bid forms.
- Project proposals including financial costs and technical methodologies.
- Certificates validating eligibility criteria and compliance with necessary regulations.
All proposals must be submitted electronically as part of the bidding process.
Special Provisions
The tender recognizes the participation of Micro, Small, and Medium Enterprises (MSEs) and startups by providing:
- Preference in evaluation processes.
- Relaxed eligibility criteria in certain cases.
- Encouragement to participate in the Make in India initiative and promote local sourcing.
Evaluation Process
The evaluation of bids will involve a multi-stage process, including:
- Preliminary screening to confirm eligibility compliance.
- Technical proposal assessments followed by financial bid evaluations.
- Consideration of improved benefits for MSEs and compliance with quality standards.
Delivery Locations
Service delivery is primarily centered around specified locations within the jurisdiction of the Indian Railways, which includes:
- Combined Lobby/MB
- Combined Lobby/HPU
- Combined Lobby/CH
- CTC Office of MB Division
Contact Information
For additional queries regarding this tender, potential bidders can reach out to the contact point established by the Ministry of Railways [no exact contact details provided].
General Information
Financial Information
Evaluation and Technical Information
Tender Documents
10 DocumentsDocuments Required from Seller
- Experience Criteria
- Bidder Turnover
- Certificate (Requested in ATC)
- Additional Doc 1 (Requested in ATC)
- Additional Doc 2 (Requested in ATC)
- Additional Doc 3 (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 legally registered entity with necessary licenses and certifications. Bidders must demonstrate relevant experience in providing CMS operations. Financial capability to sustain the operational costs is also necessary. Compliance with all governing regulations is crucial for qualification in this tender.
Bidders must submit essential documents such as valid business licenses, tax registrations, prior project experience, and proof of financial stability. Providing technical methodology documentation that outlines the approach to delivering CMS operations is also mandatory.
The registration process typically involves completing designated forms provided in the bid documentation. Bidders must ensure that all necessary qualifications and documents are prepared for submission alongside the registration form within the stipulated timeline.
Accepted document formats often include PDF, Word documents, and Excel spreadsheets. It’s essential to refer to specific guidelines provided for the submission methods to ensure compliance with required formats.
Bidders should be aware of performance security requirements which ensure that the awarded vendor upholds service delivery commitments. It typically involves submitting a security deposit, the amount of which will be specified in the bidding documents to ensure adherence to contract terms.
These FAQs provide a robust framework for bidders interested in the Custom Bid for Services tender, ensuring clarity on key aspects of eligibility, documentation, and compliance for successful participation.
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