Services of Contact Center Agents Outsourcing for CM Complaint Helpline and Citizen Contact Center PITB

The Punjab Information Technology Board (PITB) Lahore is procuring services for outsourcing contact center agents to operate the Chief Minister Complaint Helpline and Citizen Contact Center. This procurement is specific to Lahore and aims to enhance citizen engagement and complaint resolution through a professional contact center setup. The technical scope includes providing trained contact center agents capable of handling calls, logging complaints, and providing timely responses. The service will be delivered under a framework contract (EGOV-01) and requires adherence to the highest standards of customer service and data confidentiality. Bidders must submit separate technical and financial bids online via the E-Pak Acquisition and Disposal System (EPADS). Eligible bidders should be registered with FBR and ATL, possess relevant experience in contact center operations, and comply with Punjab Procurement Rules 2014. The tender documents have been amended with changes in bidding documents and an extension of the bid submission deadline to 07 July 2026. The bids will be opened on the same day at 11:30 hours. The submission deadline is strictly **07 July 2026** by 11:00 hours, with online submission mandatory. The contact address for queries is the Director (Development & Procurement), Punjab Information Technology Board, 11th Floor, Arfa Software Technology Park, 346-B, Ferozepur Road, Lahore. A practical tip for bidders is to carefully review the amended tender documents available on www.pitb.gov.pk and www.ppra.punjab.gov.pk to ensure compliance with all updated requirements and avoid disqualification. Timely submission of complete and signed bids with earnest money or CDR as per rules is crucial for successful participation.