Invitation for Contract Awards Detail
GOVERNMENT OF THE PEOPLE'S REPUBLIC OF BANGLADESH
| Ministry/Division |
: |
Ministry of Post, Telecommunications & Information Technology |
| Agency |
: |
Bangladesh Telecommunication Regulatory Commission (BTRC) |
| Procuring Entity Name |
: |
Director, Systems & Services Division (BTRC) |
| Procuring Entity Code |
: |
Not used at present |
| Procuring Entity District |
: |
Dhaka |
| Contract Award for |
: |
Services |
| Invitation/Proposal Reference No |
: |
14.32.0000.600.07.002.21.212; Date:-27/10/2021 |
KEY INFORMATION
|
| Procurement Method |
: |
NCT |
| Tendering Method |
: |
Quality and Cost Based Selection(QCBS) |
FUNDING INFORMATION
|
| Budget and Source of Funds |
: |
Own Funds Own Funds |
| Development Partner (if applicable) |
: |
No |
PARTICULAR INFORMATION
|
| Project/Programme Name (if applicable) |
: |
|
| Tender/Proposal Package No |
: |
Firm for Inbound Call Center Service for BTRC |
| Tender/Proposal Package Name |
: |
Firm for Inbound Call Center Service for BTRC |
| Date of Advertisement |
: |
01/09/2021 |
| Date of Notification of Award |
: |
23/12/2021 |
| Date of Contract Signing |
: |
11/01/2022 |
| Proposed Date of Contract Completion |
: |
30/01/2025 |
| No. of Tenders/Proposals Sold |
: |
2 |
| No. of Tenders/Proposals Received |
: |
2 |
| No. of Tenders/Proposals Responsive |
: |
2 |
INFORMATION ON AWARD
|
| Brief Description of Contract |
: |
The consultant’s duties and responsibilities will include but not necessarily be limited to the following (Details are specified in the TOR) (a) Receiver user complaints about telecom services through inbound calls and emails. (b) Insight capture in CRM from Complaint box of BTRC web site (c) Escalate complaints from BTRC Web Box and Call Center to respective MNOs’ through CRM. (d) Customer query, services and complaints management. (e) Social media and Website Chat Bot integration to redirect complaints to BTRC Complain Box. (f) IVR based Smart link for customers to register complaints through IVR and Complain Management box. (g) 24/7 Service Hour (Per Day):- Government Holidays- 63 Hours(08 Seat) & General day-78 Hours(10 Seats). (h) Delivery of report on a daily, weekly, monthly, Quarterly & yearly basis as per the requirements and prescribed formats of BTRC. The formats may be changed from time to time.
|
| Contract Value |
: |
7768950 (With VAT) |
| Name of Supplier/Contractor/Consultant |
: |
Genex Infosys Limited
|
| Location of Supplier/Contractor/Consultant |
: |
Nitol Niloy Tower (Level 8), Nikunja C/A, Airport Road, Dhaka-1229
|
| Location of Delivery/Works/Consultancy |
: |
Dhaka |
| Is the Contract Signed with the same person stated in the NOA |
: |
Yes |
| If No give reason why |
: |
|
| Was the Contract Singed in due time? |
: |
Yes |
| If No give reason why |
: |
|
ENTITY DETAILS
|
| Name of Authorised Officer |
: |
Shazeda Parvin |
| Designation of Authorised Officer |
: |
Director, Systems and Services Division, BTRC,
|
