Contact Center Services for IT Industry Facilitation

The Pakistan Software Export Board (PSEB), under the Ministry of Information Technology & Telecommunication, Government of Pakistan, Islamabad, is procuring comprehensive Contact Center Services to facilitate the IT industry stakeholders. This procurement aims to establish a 24/7/365 Industry Facilitation Desk (MARKAZ) to provide seamless support to the IT, ITeS, BPO, Startup, and Freelancer ecosystems. The Contact Center will act as a single window interface between the industry and government, handling queries, complaints, and recommendations professionally and efficiently. The technical scope includes omnichannel multilingual support across voice calls, emails, SMS, WhatsApp, web portal, and social media integrated into a centralized Customer Management System. The service provider will manage end-to-end registration support, membership management, regulatory and technical advisory services, and industry outreach. Advanced features such as AI-based agent assistance, real-time CRM dashboard monitoring, and disaster recovery mechanisms are mandatory. The vendor must ensure data security, role-based access, and compliance with government data protection policies. Eligible bidders must have valid NTN and Sales Tax registration, demonstrate relevant experience in call center services with public or private sector clients, and provide proof of financial strength with annual turnover preferably above PKR 20 million. The evaluation includes technical and financial criteria with a mandatory Earnest Money of PKR 100,000. Bids must be submitted electronically via the PPRA e-Procurement Portal by 4th June 2026 at 03:00 pm, with technical bids opening at 03:30 pm the same day. Original bid security must be submitted physically before the closing time. The contract duration is initially two years, extendable by one year subject to satisfactory performance. Payment will be postpaid monthly or quarterly based on agreed SLAs. A performance bond of 10% of the contract value is required after award. Bidders should strictly comply with all terms and conditions to avoid disqualification. A practical tip for bidders is to ensure timely and complete submission of all required documents, including the original bid security instrument, to avoid rejection. Familiarity with the PPRA EPADS portal and early registration is advisable to prevent last-minute technical issues. This tender offers a significant opportunity for qualified service providers to engage with Pakistan's growing IT sector through a high-profile government project.