Invitation for Request for Expressions of Interest Status:Corrigendum
GOVERNMENT OF THE PEOPLE'S REPUBLIC OF BANGLADESH
| Ministry/Division |
: |
Ministry of Home Affairs |
| Agency |
: |
Department of Immigration and Passports |
| Procuring Entity Name |
: |
Director General, Department of Immigration & Passports |
| Procuring Entity Code |
: |
N/A |
| Procuring Entity District |
: |
Dhaka |
| Expression of Interest for Selection of |
: |
Consulting Firm (National) (Time-Based) |
| Title Of Service |
: |
Development, implementation, operation and maintenance of call center for 5
of years |
| EOI Ref. No. |
: |
58.01.0000.102.07.029.19- 376 |
| Date |
: |
28/04/2022 |
KEY INFORMATION
|
| Procurement Sub-Method |
: |
Quality and Cost Based Selection(QCBS) |
FUNDING INFORMATION
|
| Budget and Source of Funds |
: |
Non_Development GOB |
| Development Partners |
: |
|
PARTICULAR INFORMATION
|
| Project/Programme Name |
: |
|
| EOI Closing Date and Time |
: |
09/05/2022 3 PM
|
| Publication Date |
: |
09/05/2022
|
INFORMATION FOR APPLICANT
|
| Brief Description of Assignment |
: |
The Department of Immigration & Passports of the Ministry of Home Affairs is the government organization responsible for passports, immigration and migration in general in Bangladesh. To enhance satisfactory customer support and better public service delivery, DIP has taken the initiatives to implement the project named “Development, implementation, operation and maintenance of call center for 5 years”. |
| Experience, Resources and Delivery Capacity Required |
: |
This is a national project with utmost importance towards the digital Bangladesh goal, so the bidder must prove that they have solid technical background and operational strength to undertake and take this work forward without any hindrance. Applicant must have adequate technical ability, resources and processes. As such, following are defined as minimum eligibility criteria:
1. Should have minimum 6 (Six) years' experiences in ICT business as a registered company/entity in Bangladesh.
2. At least 3 (Three) years of experience in call Center establishment and operation. Experience in public sector will be given preference.
3. Experience of providing at least one contract of similar nature
(operation of Support Center/ Call Centre), complexity and methods/technology with value of at least Tk. 2.5 (Two and Half)
Crore. Experience in public sector will be given preference.
4. Should have experience in administrating and managing 24/7 software
application support & helpdesk operations. Experience in public sector will be given preference.
5. Service provider needs to have experience of minimum 15 seats of Call center operations. Experience in public sector will be given preference.
6. Should have the capacity of handling more than average 2500 calls per day. Experience in public sector will be given preference.
7. Proven experience in managing at least 1 (One) citizen centric Call Centre operation within last 3 (three) years. Experience in public sector will be given preference.
8. Bidder Should have a Complaint Management System & Ticketing System readily available and integrated with the SMS & Email platform
for call center. Experience in public sector will be given preference.
9. Service provider should have strong management team to continue the operations. CV of the team leader as well as other members of the proposed team are needed to be submitted.
10. Bidder shall submit valid BTRC Call Centre license.
11. Tenderer shall submit BACCO and BASIS membership certificate.
12. The Firm should submit audit report of the previous 3 (three) years. The average annual turnover of the firm must be not below BDT 50 (Fifty) million in the last 3 (three) years.
13. The firm having CMMI Level 3 and ISO 9001 certificate will get preference.
14. Tenderer should submit an affidavit confirming that the tenderer is not insolvent or not in receivership or not bankrupt or not in the process of bankruptcy or not temporarily barred from undertaking their business for financial reasons and shall not be the subject of legal proceedings for any of the foregoing.
15. Bidder must submit proof of evidence (completion certificate/ contract agreement) to comply with the requirements.
DIP now invites eligible applicants to indicate the interest in providing the service. Interested consultants/Bidders are invited to provide information indicating that they are qualified to perform the services. A shortlist of consultants will be prepared upon evaluation of EOIs of the eligible applicants and “Request for Proposal” document will be issued in their favor. A consultant/Bidder will be selected using the Quality and Cost Based (QCBS) method. It is expected that the services will commence in August 2022.
|
| Other Details (if applicable) |
: |
|
| Association with foreign firms is |
: |
Not Applicable |
| Eoi Detail Information |
|---|
| Ref No |
Phasing Of Services |
Location |
Start Date |
Completion Date |
| 58.01.0000.102.07.029.19- 376 |
Single Phase Service |
Dhaka |
01/01/2023 |
31/12/2027 |
|
PROCURING ENTITY DETAILS
|
| Name of Official Inviting EOI |
: |
Director General |
| Designation of Official Inviting EOI |
: |
Director General, Department of Immigration & Passports |
| Address of Official Inviting EOI |
: |
E-7, Shere-E-Bangla Nagar, Agargaon, Dhaka-1207, Bangladesh |
| Contact details of Official Inviting EOI |
: |
Phone : 02-9114011, Fax : +880-2-48112022, Email : dadmin@passport.gov.bd |
Advertisement Corrigendum(s) |
|---|
Date Of Corrigendum |
: |
10/05/2022 |
| Last Date Of Submission |
: |
12/05/2022 |
| Last Time Of Submission |
: |
3 PM |
| Status |
: |
Active |
|
| The procuring entity reserves the right to accept or reject all tenders |
