Turnkey Solution for Design, Development, Supply, Installation, Integration, Commissioning, Training and Operation of Health Complaint Management System (HCMS) under IDSRS PSDP Project at National Institute of Health, Islamabad

The IDSRS Project, National Institute of Health (NIH), Islamabad invites bids for a turnkey solution for the design, development, supply, installation, integration, commissioning, training and operation of a Health Complaint Management System (HCMS) under the PSDP project. This comprehensive procurement includes civil, electrical, networking and IT infrastructure works, HCMS software development, call center and security systems, facility mapping of hospitals, pharmacies and labs, training, and one year of operations and maintenance (O&M), extendable for one further year subject to satisfactory performance or until 30 June 2028, whichever is earlier. Items being procured: - Turnkey design, development, supply, installation, integration, commissioning, training and operation of HCMS - Civil, interior and allied works including partitions, flooring, electrical rewiring, UPS, generator, air conditioning, fire detection, access control and CCTV - IT infrastructure including servers, storage, network switches, firewalls, workstations, IP telephony, call center platform, and biometric attendance - Software modules including complaint registration, workflow, escalation, dashboards, mobile and web applications, integrations with Sehat Sahulat Program, IDSRS, hospital/lab systems, SMS and WhatsApp - Training of operational staff, Procuring Agency users and responder organisations - Operations & Maintenance services including 24/7 call center staffing, technical support, preventive and corrective maintenance, cybersecurity, backup and disaster recovery, business continuity, and reporting The scope includes a 24/7 call center with multilingual support, multi-channel complaint intake (voice, app, web, WhatsApp, SMS, walk-in), role-based dashboards, automated notifications and escalations, audit trails, and integration with national identity verification and other government systems. The system shall be hosted on physical infrastructure within Pakistan with a primary site at NIH and a secondary backup site at NHDC. The contract includes strict service level agreements with penalties for non-performance. Eligibility requires valid Pakistan Software Export Board registration, PEC registration for civil works, minimum five years relevant experience, average annual turnover of at least PKR 100 million, and compliance with all legal and financial requirements. Bidders must conduct a mandatory site visit and submit a site-specific technical proposal. Bids must be submitted electronically via EPADS v2.0 by 12:00 PM on Monday, September 28, 2026. Manual bids will not be accepted. Technical and financial bids will be evaluated using a two-stage procedure with least cost based selection. The contract will be awarded to the lowest evaluated responsive bidder. Bid security in the form of Call at Deposit is required. A practical tip for bidders: Ensure your technical proposal includes a detailed site-specific BOQ and 2D/3D design based on the mandatory site visit, as this will be critical for qualification and finalization of the contract requirements. Also, register early on EPADS v2.0 to avoid last-minute submission issues. This procurement offers a significant opportunity for qualified firms to contribute to a national health initiative with a comprehensive turnkey contract covering software, infrastructure, and operations in Islamabad.