Operation of KW&SC Customer Service Centers at Sakhi Hasan, Haroonabad and Karsaz Karachi

Karachi Water and Sewerage Corporation (KW & SC) invites qualified consulting firms to operate three Customer Service Centers (CSCs) located at Sakhi Hasan, Haroonabad, and Karsaz in Karachi. This assignment involves end-to-end management of CSC operations, including deployment of IT systems, human resource management, and ongoing maintenance to facilitate consumers for all KW&SC related issues. Items being procured: - Operation of CSC Sakhi Hasan - Operation of CSC Haroonabad - Operation of CSC Karsaz The scope includes managing walk-in customers with token-based queue systems, registering and resolving complaints related to billing, water supply, sewerage, water theft, and staff misconduct. The operator will process new water/sewerage connections, consumer data updates, title changes, and NDC/NOC issuance requests. Commercial and revenue support tasks include handling billing disputes, supporting recovery follow-ups, and managing GPS tanker subscription services in coordination with the Hydrant Cell. The operator will also deploy and manage CRM, queue management, and other integrated IT systems, ensuring data security and system uptime. Human resource management covers recruitment, training, attendance, payroll, and performance evaluation of CSC staff including managers, customer service representatives, IT officers, field coordinators, and support staff. Operations and maintenance services include preventive and corrective maintenance of IT hardware, queue systems, CCTV, and alarm systems with helpdesk support. Eligibility requires firms to have relevant experience in operating customer service centers for large consumer bases, valid PEC licenses (Category C6 with EE07, EE08, EE09, EE10 specializations), active tax profiles, and demonstrated financial turnover. Technical proposals must meet a minimum score of 70% to qualify for financial evaluation. The submission deadline is before 02:00 pm on 06th August, 2026 at the Office of the Secretary (PC), Block-C, 9th Mile, Karsaz, Shahrah-e-Faisal, Karachi. Proposals must include a bid security of PKR 4.0 million and a tender fee of PKR 10,000. The contract duration is initially one year with possible extension. Performance security of 10% of contract value is required upon award. A practical tip for bidders: Ensure your technical proposal clearly demonstrates your firm's experience with CRM and queue management systems integration, and provide detailed staffing and training plans aligned with KW&SC SOPs to maximize technical evaluation scores. This opportunity is ideal for firms specializing in IT services and operational management within the public utility sector in Sindh province.