Tender For Scheduleselection Of Agency For Running Help Desk Cum Call Centre Service (16X7 Public Grievance Help Desk) For Panchayats & Rural Development Department , Government Of West Bengal
Tender Value
Ref. Documents
Estimated cost
Bid Submission
21 Sep 2026
22 days left
EMD
1 Lakhs
Bank guarantee accepted
Document Fee
Ref. Documents
Non-refundable
Tender Type
Online
Tender Overview
Organization
Tender ID
Competition Type
NCB
Bidding Type
Tender
Location / State
24 Paraganas North → West Bengal
EMD Exemption
Available
Quantity
Not Available
Website
Contact Person
Address
Project Description
Tender for Scheduleselection Of Agency For Running Help Desk Cum Call Centre Service (16X7 Public Grievance Help Desk) For Panchayats & Rural Development Department , Government Of West Bengal
BOQ
| Sl. No. | Item Description |
| 1 | Schedule Selection of agency for running Help Desk cum Call Centre Service (16x7 Public Grievance Help Desk) for Panchayats & Rural Development Department , Government of West Bengal |
| 2 | Manpower - 24 (Twenty four) manpower resources for supporting 12 operational Helpdesk seats and continuous 16x7 coverage, including shift/weekly-off/leave-reliever requirements. Wages shall be paid as per the applicable minimum wages notified by the Labour Department, Government of West Bengal. PF, ESI, Bonus and all other statutory liabilities/benefits admissible under applicable law shall be borne by the Agency and factored into the manpower cost. |
| 3 | Hardware- |
| 4 | Local/On-premise Server - Enterprise-class server (HPE ProLiant ML350 Gen11 or equivalent); CPU: Intel Xeon Silver/Gold or equivalent, minimum 16 cores; RAM: 64 GB DDR5 ECC expandable; Storage: minimum 2 x 1 TB SSD with RAID controller/cache; Network: 4 x 1GbE + 10GbE or equivalent; redundant hot-plug PSU; enterprise remote management (HPE iLO Advanced or equivalent). Bidder shall size storage/backup to meet recording and data-retention requirements for the contract period. |
| 5 | Head Phone –(USB Headset, Plug-and-Play USB-A, Built-in Noise-canceling mic, Adjustable Head Strap, Padded Ear Cushions, 360-degree Bendable mic.) |
| 6 | Calling Desktop- (Processor: Intel Core i3, RAM: 8 GB, Storage: 256 GB SSD, Operating System: Windows 10/11, Network: Gigabit Ethernet / LAN) |
| 7 | PRI Modem Gateway Modem- (The PRI Modem/Gateway is required to interface the PRI telephone network with the Call Centre's EPABX/IVR/ACD and other telephony systems. It enables simultaneous handling of multiple inbound and outbound calls, facilitates automatic call routing and agent distribution, supports caller identification and call monitoring/recording, and ensures stable and reliable voice communication for high-volume Call Centre operations.) |
| 8 | Software- |
| 9 | CRM (Customer Relationship Management) - minimum 24 named user licences/accounts, including support for 12 concurrent agent users and Department/admin/supervisory users, with ticketing, escalation, audit trail, SLA monitoring and MIS reporting. |
| 10 | VC Dial (as per Technical Specification of Bid document’s Section-E) |
| 11 | Cloud Server (as per Technical Specification of Bid document’s Section-E) |
| 12 | Power BI License (as per Technical Specification of Bid document’s Section-E) |
| 13 | Chatbot (as per Technical Specification of Bid document’s Section-E) |
| 14 | News API (as per Technical Specification of Bid document’s Section-E) Please Enable Macros to View BoQ information |
AI Tender Summary
Tender Timeline
Aug 29, 2026
11:30 IST
Tender Published
Tender notice published.
CompletedSep 21, 2026
17:00 IST
Bid Submission Deadline
Online submission via eProcurement portal.
Upcoming · 22 daysSep 24, 2026
Bid Opening Date
Technical bids will be opened and evaluated.
Upcoming · 25 daysTender Documents
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