Operation of Customer Service Centers at Sakhi Hasan Haroonabad and Karsaz Karachi

The Karachi Water and Sewerage Corporation (KW&SC) invites Expressions of Interest from qualified firms or joint ventures to operate three Customer Service Centers (CSCs) located at Sakhi Hasan, Haroonabad, and Karsaz in Karachi. KW&SC is a public utility responsible for water supply, sewerage collection, wastewater management, and revenue collection serving over 25 million residents in Karachi. The CSCs aim to provide a one-window access point for consumers to address water and sewerage complaints, billing inquiries, new connections, and other related services. Items being procured: - Operation and management of CSCs at Sakhi Hasan, Haroonabad, and Karsaz - Deployment of expert teams and technical support staff - Installation and maintenance of operational equipment and consumables - Provision of software licenses and internet/IT services - Management of CRM, queue management, OTS subscription, and field dispatch systems - Recruitment, training, and performance management of CSC staff - Operations and maintenance of IT hardware, CCTV, alarm systems, and related peripherals The scope includes end-to-end management of CSC day-to-day operations aligned with KW&SC SOPs, integration with existing IT systems such as SAP and complaint management centers, and ensuring service levels with KPIs on complaint resolution and customer satisfaction. The operator will also provide preventive and corrective maintenance services and maintain documentation and reporting. Eligibility criteria require firms to be registered with FBR and SRB, active on the tax payer list, and not blacklisted or involved in litigation. An Earnest Money in the form of a Pay Order or Bank Guarantee amounting to Rs. 4.0 million must be submitted physically before the deadline. The submission deadline for proposals is **20th July 2026 at 12:00 Noon**, with technical bids opening at 12:30 PM the same day at the office of the Secretary Procurement Committee, KW&SC, Block-C 9th Mile, Karsaz, Karachi. Bidders are advised to carefully follow the submission requirements including uploading documents on the EPADS system of SPPRA and submitting the bid security physically. Attention to detail in the technical proposal and compliance with all terms will be critical for qualification. Firms scoring below 70% in technical evaluation will be disqualified. This tender offers a significant opportunity to partner with KW&SC in transforming customer service delivery in Karachi through professional management and IT integration. A practical tip for bidders: Ensure your technical proposal clearly demonstrates experience managing customer service centers for large utilities and includes a detailed work methodology aligned with KW&SC SOPs. Early preparation of bid security and compliance documents will help avoid last-minute submission issues.