Operation of KW&SC 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 responsible for water supply, sewerage collection, wastewater management, and revenue collection for over 25 million residents of Karachi. The CSCs serve as one-window access points 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 and management of software licenses and IT services including CRM, queue management, OTS subscription, and integration with KW&SC 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 daily CSC operations aligned with KW&SC SOPs, complaint registration and resolution, billing dispute handling, revenue support, GPS tanker subscription management, and field dispatch coordination. The operator will also manage human resources, conduct training, and ensure preventive and corrective maintenance of all IT and electronic systems within the CSCs. Eligibility criteria require firms to be registered with FBR and SRB, active on the tax payer list, and free from litigation or blacklisting. 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 technical proposal must include detailed work methodology and operational plans. The submission deadline 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, Shahra-e-Faisal, Karsaz, Karachi. A practical tip for bidders: Ensure your technical proposal clearly demonstrates experience managing large-scale customer service operations with integrated IT systems and includes a robust plan for staff recruitment and training as per KW&SC SOPs. Also, submit the Earnest Money physically on time to avoid disqualification. This tender offers a significant opportunity to partner with Karachi's largest water utility in transforming customer service delivery through professional management and technology integration.