BSNL/DOT Call Centre Per Seat Tender India 2026 - Onsite Setup; ISMS/ISO Certified Standards & EMD ₹1.17Cr 2026
Bid Publish Date
09-Sep-2026, 3:02 pm
Bid End Date
30-Sep-2026, 2:00 pm
EMD
₹11,71,189
Value
₹5,85,59,464
Progress
Tender Overview
Bharat Sanchar Nigam Limited (BSNL) under the Department of Telecommunications seeks a Call Centre Service - per seat basis with On-Premise; Onsite with setup. The project has an estimated value of ₹58,559,466 and an EMD of ₹1,171,189. Consortiums allowed with a single member as leader; each member fully liable. Anomalous code avoidance and IP protections are mandatory, including a Malicious Code Certificate. Service offices must be located in the consignee state, with an escalation matrix for service support. The contract requires payroll compliance for deployed staff and submission of statutory documents. This procurement targets a scalable, compliant call centre solution for DOT/BSNL operations, with clear governance on subcontracting, assignments, and joint liability. Key differentiators include mandatory locally located service offices and strict cyber-security attestations, aligning with government procurement rules and anti-malware protections.
Technical Specifications & Requirements
- Category: Call Centre Service - Per Seat Basis; Setup: On Premises; Onsite with setup
- Estimated value: ₹58,559,466; EMD: ₹1,171,189
- Consortium allowed with a leader; each member jointly liable; undertaking required
- Malicious Code Certificate: bidder certifies no embedded malicious code and IP rights protection
- Office of Service Provider: must be located in the state of consignee; documentary evidence required
- Escalation Matrix: mandatory contact numbers for service support; OEM/partner escalation if applicable
- Payment of salaries/wages: provider to pay staff first, claim reimbursement with statutory docs (PF, ESIC)
- ATC/Certificates: upload required certificates and documents per bid document; non-compliance leads to rejection
Terms, Conditions & Eligibility
- EMD: ₹1,171,189 (amount to be provided as specified); ensure payment mechanism
- Financial standing: bidder must not be under liquidation or similar proceedings; provide undertaking
- Consortium rules: if forming consortium, all members equally responsible; one leader; bid must include undertaking
- Malicious Code: mandatory certificate against embedded malware; protects DOT/BSNL systems
- Service office location: a local presence in consignee state; documentary proof
- Escalation & Support: provide full escalation matrix for service support
- Salaries/Wages: payroll obligations for deployed staff to be met by provider upfront
- Submission must include GST certificate, PAN, experience certificates, financial statements, EMD documents, OEM authorizations, technical bid documents, and other certificates as per ATC
Key Specifications
-
Call Centre Service per-seat model with On Premises/Onsite setup
-
Estimated contract value ₹58,559,466 and EMD ₹1,171,189
-
Consortium allowed with joint and several liability
-
Malicious Code certificate required to prevent malware and IP infringements
-
Local service office required in consignee state with documentary evidence
-
Escalation matrix of contact numbers for service support
-
Salaries/wages to be paid by service provider with statutory documentation
Terms & Conditions
-
EMD amount and payment method must be strictly followed
-
Eligibility excludes bidders under liquidation or bankruptcy
-
Consortium arrangements require equal liability and an assent Undertaking
Important Clauses
Payment Terms
Provider pays contracted staff salaries upfront; reimbursement from Buyer with statutory documents (PF, ESIC) as per payment schedule
Delivery Schedule
On-site setup required; ensure deployment in accordance with project timelines; no exact dates provided in data, refer ATC
Penalties/Liquidated Damages
Penalties not specified in data; ATC may include LD for non-compliance or delays per terms
Bidder Eligibility
-
No ongoing liquidation or bankruptcy proceedings; valid undertaking required
-
Experience in setting up or running call centre operations on per-seat basis
-
Local service office presence in consignee state; documentary evidence required
Tender Data
Bid Details
Quantity
3
Bid Type
Two Packet Bid
Bid Validity
180 (Days)
Bid Type
Service
Evaluation
Total value wise evaluation
RA Qualification Rule
H1-Highest Priced Bid Elimination
Tech Clarification Time
5 Days
Preference & Exemptions
EMD Required
Yes
MII Compliance
Yes
MSE Purchase Preference
Yes
MSE Preference Band
L1+15%
MSE Exemption/Relaxation
No
Startup Exemption/Relaxation
No
Bid Splitting Applied
No
Requirements
Min. Avg. Annual Turnover
230
Experience Required
1 Year (s)
Arbitration Clause
No
Mediation Clause
Yes (Mediation clause document) as per DoE OM No.F.1/2/2024-PPD dated 03.06.2024 mediation clause should not be routinely included in contracts and pre- litigation mediation can be taken up without any such clause also
Additional Tender Data
Commercial Details
Tender Category
Service
Bid To RA
No
Bid To RA Enabled
Yes
Item Category
Call Centre Service - Per Seat Basis - Standard call center setup (On Prim); Onsite with setup
Advisory Bank
State Bank of India
ePBG Percentage
5%
ePBG Duration (Months)
30
Payment Timelines
Payments shall be made to the Seller within 45 days of issue of service delivery acceptance certificate (SDAC) and on-line submission of bills (This is in supersession of 10 days time as provided in clause 12 of GeM GTC)
Delivery Details
Delivery Locations
1
Delivery Cities
Bengaluru Urban
Delivery Pincodes
560041
Delivery Locations
| Consignee | Address | City | State | Pincode | Quantity | Delivery Days | Additional Requirement |
|---|---|---|---|---|---|---|---|
| Guruprasath C P | 560041,2nd Floor, Satcom Building, WMS Compound, 47th Cross, 9th Main, 5th Block, Jayanagar | Bengaluru Urban | Karnataka | 560041 | 3 | - | Number of Months : 24 Number of Shift per day : 3 Number of Working days in Month : 30 |
Authority Records
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Documents 7
GeM-Bidding-9824064.pdf
Main Document
Other Documents
OTHER
Other Documents
OTHER
Other Documents
OTHER
Buyer uploaded ATC document
ATC
GEM General Terms and Conditions Document
GEM_GENERAL_TERMS_AND_CONDITIONS
GEM General Terms and Conditions Document
GEM_GENERAL_TERMS_AND_CONDITIONS
Categories
2
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Required Documents
GST registration certificate
Permanent Account Number (PAN) card
Experience certificates for similar call centre deployments
Financial statements (last 2-3 years)
EMD submission proof (online or DD as specified)
Technical bid documents and compliance certificates
OEM authorization or partner certifications
Malicious Code Certificate
Consortium undertaking (if applicable)
Documentary evidence of local service office in consignee state
Escalation matrix for service support
PF/ESIC wage payment documentation (as applicable)
Frequently Asked Questions
How to bid for BSNL DOT call centre per seat tender in India 2026?
To participate, bidders must submit GST, PAN, experience certificates, financials, EMD ₹1,171,189, technical compliance documents, OEM authorizations, and Malicious Code Certificate. Ensure local service office proof in consignee state and escalation matrix; consortium bids require a leader and joint liability.
What documents are required for BSNL call centre procurement 2026?
Required documents include GST certificate, PAN, experience certificates for similar deployments, recent financial statements, EMD proof, technical bid documents, OEM authorizations, Malicious Code Certificate, and proof of local service office in consignee state; consortium undertakings if applicable.
What are the technical specifications for the BSNL call centre contract 2026?
The contract is per-seat Call Centre Service with On Premises/Onsite setup; no detailed BOQ provided; key specs include EMD ₹1,171,189, estimated value ₹58,559,466, and local service office requirement; mandatory escalation matrix and malware/IP protections.
When is the payment term for staff salaries under BSNL call centre tender 2026?
Payment terms require the service provider to pay salaries/wages upfront with statutory documents (PF, ESIC) and then claim reimbursement from the buyer; ensure proper bank statements and statutory compliance as proof during settlement.
What are the eligibility criteria for consortium bids in BSNL procurement?
Consortiums are allowed; all members share equal responsibility and liability. A leader must be designated, and an undertaking confirming joint liability must be uploaded. Each member must meet eligibility and maintain compliance with tender terms.
What is the Malicious Code Certificate requirement in this tender?
Bidders must certify that offered hardware/software contains no embedded malicious code, will not harm the system, and will respect IP rights; any breach could lead to procurement contract termination and liability for damages.
What is the role of the consignee state service office in this tender?
The service provider must maintain an office in the consignee state's territory, with documentary evidence; this ensures local accessibility for support, escalation, and service delivery per DOT/BSNL procurement norms.
What standards or certifications are required for BSNL call centre bid 2026?
The ATC requires specific certificates as per tender documents; while explicit standards aren’t listed, bidders should prepare ISO/quality or security certifications and OEM authorizations as applicable to the call centre and software/hardware ecosystem.