OUTSOURCING EWA CONTACT CENTER OPERATIONS (Бахрейн - Тендер #46456207)

OUTSOURCING EWA CONTACT CENTER OPERATIONS

Tender Number: 678/2023/BTB (2023-124-RP-CALL)

PA Ref Number: 2023-124-RP-CALL

Tender Description

The purpose of this tender is to Outsourcing contact center operations to an experienced service provider with proven track record in contact center service offerings, aiming to improve customer experience and satisfaction index in accordance with the scope of work, terms & conditions, and specifications mentioned in the tender documents.

Issued by Electricity and Water Authority Category/Sector General Internal/External External Initial Bond BD 5000 Bid Validity / Initial Bond Validity Period (Days) 180 days Tender Fees BD 100 Contract Duration 3 Year Is Alternate Bid Allowed Yes Publish Date Tuesday, 26 September 2023 Purchase Before Wednesday, 11 October 2023 Closing Date Sunday, 22 October 2023 Opening Date Monday, 23 October 2023 Additional Notes الإستعانة بمصادر خارجية لتشغيل مركز الإتصال لمزود خدمات ذي خبرة وله سجل حافل في تقديم خدمات مركز الإتصال بهدف تحسين تجربة العملاء وكسب رضاهم. Vendor shall follow and meet the following mandatory essential requirements offer not complying to the following be rejected and not considered for evaluation requirements matrix fulfillment vendor shall dully filled requirement addressing Ewa technical need -Compliance with schedule of Guarantee vendor shall comply with schedule of Guarantee any non compliance will lead to disqualifiion ,

Mandatory/Essential Requirements

Vendor shall follow and meet the following Mandatory/Essential Requirements. Offers not complying to the following shall be rejected and not considered for Evaluation:

1- Requirement Matrix Fulfillment: Vendor shall duly filled requirement matrix addressing EWA’s technical needs (please refer to Annex IV)

2- Compliance with Schedule of Guarantees: Vendor shall comply with schedule of guarantees. Any Non Compliance will lead to disqualification (Please refer to Annex V)

How to Participate?

• Those who are capable and wish to participate in the above tender have to purchase the Tender Documents online through the Bahrain Tender Board’s portal https://e-tendering.tenderboard.gov.bh starting from Tuesday, 26 September 2023
• Bidders are requested to enclose with their bids the Initial Bond for the amount specified above or at the rate of 1% of the tender value whichever amount is lesser, provided that no initial bonds value shall be less than BD 100/-. (Except for the Two-envelope tenders).
• For Two-envelope tenders, bidders, are requested to enclose with their bids the Initial Bond for the amount specified above.
• The initial bond should be in the form of a Certified Cheque, Bank Guarantee, Insurance Policy or Cash (or as specified in the Tender Documents) valid for the duration specified above.
• The bids deposit place: (As Mentioned in the Tender Documents)
• This tender is subject to the provisions of the Tender Law issued by the Legislative Decree No. 36 of 2002, its amendments, and its Implementing Regulations issued by the Decree No. 37 of 2002.
• In addition, these conditions have to be considered:
• Enclose copy of a valid Commercial Registration Certificate (CR) in line with the tender"s subject.
• Enclose copy of a valid certificate of compliance with the employment percentages for Bahraini manpower (Bahranization Certificate) issued by the Ministry of Labour.
• This advertisement is considered supplementary to the tender documents. In case of any discrepancy between the Advertisement and the Tender Document, the Tender Document prevails.
• Micro, small and medium enterprises are eligible to obtain 10% preference in the financial evaluation stage, when submitting the "SMEs Classification Certificate" during bidding for this tender. The certificate is awarded by Ministry of Industry Commerce and Tourism to the SMEs and can be obtained when applying on the SMEs Registration System which can be reached via the following link: https://www.moic.gov.bh/en/eServices/sme
• Vendors who are not registered in the Tender Board"s e-tendering system shall be required to register through the below-mentioned link, and for assistance please contact the Tender Board through email helpdesk@tenderboard.gov.bh or call on Tel No. +97317566617.
• For Registration
• Inquiries

For further inquiries please contact on:

Electricity and Water Authority
17995555

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