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Eligibility, documents, scope, Go/No-Go checksEligibility, required documents, scope of work and Go/No-Go checks for this tender, in one click.
Tender Value
Refer Docs
EMD Value
₹1 L
Closing Date
17 Nov 2026, 6:30 pm
Eligibility, documents, scope, Go/No-Go checksEligibility, required documents, scope of work and Go/No-Go checks for this tender, in one click.
Deputy Secretary Public Grievance Cell, P and RD
MrittikaBhavan, Block-DD, Sector-I, Kolkata-64
Selection of agency for running Help Desk cum Call Centre Service (16x7 Public Grievance Help Desk) for Panchayats and Rural Development Department , Government of West Bengal
2026_PRD_5079817_1
NIT No. 07/2026-27(2nd call)
Open Tender
Miscellaneous Services
Item Rate
Public Grievance cell) Mrittika Bhavan (4th Floor)
Please refer Tender documents.
6 documents required · 6 mandatory
₹0
₹1 L
Yes
3rd Floor of Mrittika Bhavan, Plot no.-18/9 Block-
15 Oct 2026
15 Oct 2026
20 Nov 2026
15 Oct 2026
17 Nov 2026
28 Oct 2026
28 Oct 2026
| Sl No | Description | Qty | Unit | Est. Rate | Est. Amount |
|---|---|---|---|---|---|
| 1Schedule 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 | |||||
| 1.01 | 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. | 12 | Nos. | - | - |
| 2Hardware- | |||||
| 2.01 | 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. | 1 | No. | - | - |
| 2.02 | Head Phone –(USB Headset, Plug-and-Play USB-A, Built-in Noise-canceling mic, Adjustable Head Strap, Padded Ear Cushions, 360-degree Bendable mic.) | 12 | Nos. | - | - |
| 2.03 | Calling Desktop- (Processor: Intel Core i3, RAM: 8 GB, Storage: 256 GB SSD, Operating System: Windows 10/11, Network: Gigabit Ethernet / LAN) | 12 | Nos. | - | - |
| 2.04 | 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.) | 2 | Nos. | - | - |
| 3Software- | |||||
| 3.01 | 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. | 24 | Nos. | - | - |
| 3.02 | VC Dial (as per Technical Specification of Bid document’s Section-E) | 1 | No. | - | - |
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details.html
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Tendernotice_1.pdf
PDF • 0.20 MB
SOQ.pdf
Additional Documents • 0.13 MB
BOQ_5184571.xls
BOQ • 0.31 MB
Bidding_Document.pdf
Tender Documents • 0.86 MB
NIT.pdf
Additional Documents • 0.18 MB
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