7. In terms of Rules 48 of Public Procurement Rules, 2004 Grievance Redressal Committee (GRC) is notified for the subject procurement and notification copy is available on the procuring agency’s website and also available on EPADS v2.0 as well as Authority’s website at (www.ppra.org.pk).
IDSRS Project, NIH (IDSRS Project), Project Director
IDSRS Project, National Institute of Health, Islamabad
+92-332-033-2089
procurement.idsrs@nih.org.pk
The following specific data for the procurement of Non-Consultancy Services to be procured shall complement, supplement, or amend the provisions in the Instructions to Bidders (ITB). Whenever there is a conflict, the provisions herein shall prevail over those in ITB.
BDS Clause Number
ITB Number
Amendments of, and Supplements to, Clauses in the Instruction to Bidders
BDS Clause Number 1
Name of Procuring Agency: IDSRS Project, NIH (IDSRS Project)
The subject of procurement is: TENDER FOR TURNKEY SOLUTION INCLUDING DESIGN, DEVELOPMENT, SUPPLY, INSTALLATION, INTEGRATION, COMMISSIONING, TRAINING AND OPERATIONS OF HCMS UNDER IDSRS PSDP PROJECT NATIONAL INSTITUTE OF HEALTH, ISLAMABAD
Expected commencement date:
BDS Clause Number 2
Financial year for the operations of the Procuring Agency: 2026-27
Name and identification number of the Contract: P100723
BDS Clause Number 3
JV/Consortium or Association Allowed: Yes
Number of JV/Consortium Members: 1
BDS Clause Number 4
The Bidders may seek clarifications through EPADS v2.0: Clarification Date: Sunday, September 27, 2026
BDS Clause Number 5
Any addendum, in case issued, shall be published on IDSRS Project, NIH (IDSRS Project) website and on EPADS v2.0.
BDS Clause Number 6
List of documents required along with the bid:
BDS Clause Number 7
The qualification criteria to establish the supply / production capability of the bidder.
see Eligibility Criteria
BDS Clause Number 8
Services and Their related documents:
See section Required Services and Scope of Work
BDS Clause Number 9
Price schedule will be provided according to the format defined and acquired.
see section price schedule.
BDS Clause Number 10
Specifications:
see section of specifications.
BDS Clause Number 11
The price shall be Fixed.
BDS Clause Number 12
Currency of the Bids shall be : PKR
BDS Clause Number 13
The Bids/Bid Validity period shall be: 180 Days
BDS Clause Number 14
The amount of Bid Security shall be as defined in Bid Security Section for items and lots given in BDS 6
The Bid Security shall be in the form of: Call at Deposit
BDS Clause Number 15
The Bids security shall be valid for twenty-eight (28) days beyond the expiry of the Bids validity period specified in the bidding documents, for example the bid validity is 90 days so the bid security shall be valid for 90+28 = 118 days.
BDS Clause Number 16
Alternative Bids to the requirements of the bidding documents will not be permitted.
BDS Clause Number 17
Bid shall be submitted online on EPADS v2.0 whereas hard copy of the bid security should be submitted to the following;
IDSRS Project, National Institute of Health, Islamabad
Bids that are not submitted on EPADS v2.0 shall be disqualified.
The deadline for Bids submission is: Tuesday, October 6, 2026 12:00 PM
BDS Clause Number 18
The Bids opening shall take place on EPADS v2.0.
Day : Tuesday
Date: Tuesday, October 6, 2026
Time : 12:30 PM
BDS Clause Number 19
Selection technique adopted will be: Least Cost Based Selection (LCBS)
see Evaluation Criteria
BDS Clause Number 20
The Performance guarantee shall: 10.00%.
The Performance Guarantee shall be acceptable in the form of: Call at Deposit
21.
51.1
Arbitrator shall be appointed by mutual consent of the both parties.
BDS Clause Number 22
Grievence against this procurement shall be submitted online on EPADS v2.0.
All Active Taxpayers shall be eligible to participate in the procurement process, unless expressly excluded or otherwise restricted under the Eligibility Criteria specified by the Procuring Agency.
| Required Registration |
|---|
|
NADRA CITIZENSHIP (CNIC/NICOP) FBR (NTN) FBR (GSTN) Registrar of Firms |
| Eligibility Criteria | Document |
|---|---|
| The Single Bidder or Lead Member, in case of JV/Consortium, shall have minimum five (05) years of relevant experience and successful execution of at least one (01) similar project involving HCMS/Complaint Management System, Command Centre, Call Centre, Digital Monitoring Platform or Integrated ICT System. Documentary evidence shall be submitted. | Yes |
| The Single Bidder shall have an average annual turnover of at least PKR 100 million during the last three (03) financial years. In case of JV/Consortium, the requirement may be met collectively by the JV members. Audited financial statements for the last three (03) financial years shall be submitted. | Yes |
| The Single Bidder or relevant JV/Consortium member responsible for civil/infrastructure works shall possess valid Pakistan Engineering Council (PEC) registration in Category C-5 or above with relevant specialization codes applicable to the scope of works. Valid PEC Certificate shall be submitted. | Yes |
| The Bidder shall submit a duly signed and stamped undertaking confirming that, if awarded the Contract, it shall obtain and maintain all applicable registrations, licences, permissions, approvals and regulatory compliances required from the relevant competent authorities for HCMS Call Center/Command & Control Center, including voice/telephony operations, prior to operationalization and throughout the Contract period. | Yes |
| The Single Bidder and, in case of JV/Consortium, each member shall not be blacklisted/debarred by PPRA or any Federal/Provincial Government department, autonomous body or public-sector organization. A duly notarized affidavit shall be submitted. | Yes |
| The Single Bidder and, in case of JV/Consortium, each member shall disclose all ongoing/material litigation, arbitration or legal proceedings, if any, through a duly notarized affidavit along with relevant details. | Yes |
| The Single Bidder or Lead Member on behalf of the JV/Consortium shall unconditionally accept all terms and conditions of the Bidding Document and submit a duly signed and stamped undertaking. | Yes |
| The person signing and submitting the Bid shall be duly authorized. The Single Bidder or Lead Member, in case of JV/Consortium, shall submit a valid Power of Attorney, Board Resolution or other legally acceptable authorization, as applicable. | Yes |
| The Single Bidder or Lead Member on behalf of the JV/Consortium shall submit the complete Bid through EPADS. All mandatory forms, certificates, undertakings and supporting documents shall be duly completed, signed and uploaded in accordance with the Bidding Document. | Yes |
| In case of JV/Consortium, a duly executed and notarized JV Agreement shall be submitted. The Lead Member shall hold at least 51% share and shall be duly authorized to represent the JV/Consortium. All members shall be jointly and severally liable, with clearly defined roles and responsibilities. JV/Consortium composition shall not change without prior approval, and no member shall participate in more than one Bid/JV. | Yes |
| The Bidder shall conduct a mandatory site visit of the proposed HCMS facility and submit the duly signed Site Visit Certificate with its Stage-I Technical Proposal. Non-submission shall render the Bid non-responsive. | Yes |
Least Cost Based Selection (LCBS)
Weightage
| Technical Evaluation % |
|---|
| 100 |
| Technical Marks | 100 | |
|---|---|---|
| Passing Marks | 70 | |
| Technical Evaluation Criteria | ||
| Past Experience – Similar ICT Systems
Similar Project means a project involving one or more of the following:
(i) Complaint/Grievance Management System;
(ii) Command & Control/Monitoring Centre;
(iii) Call Centre/Contact Centre;
(iv) Integrated IT Infrastructure Deployment;
(v) Digital Monitoring/Reporting Platform; or
(vi) Integrated Multi-Module ICT System.
For a project to qualify, all of the following shall be mandatory:
(a) successfully completed within the last ten (10) years from Bid submission date;
(b) involved software/system development, configuration or integration together with deployment/implementation and/or operationalization;
(c) contract value of PKR 20 Million or above; and
(d) supported by verifiable documentary evidence.
Pure hardware supply or standalone software license sale shall not qualify. In case of JV/Consortium, only qualifying projects attributable to the Lead Member shall be considered.
For each claimed project:
(i) Contract/Work Order/Purchase Order showing scope and contract value; and
(ii) Completion/Performance Certificate or Client Reference confirming successful completion.
The Procuring Agency may verify claimed experience directly from the issuing client. (Qualitative)(Doc Required) 6 or above similar projects (30) 5 similar projects (25) 4 similar projects (20) 3 similar projects (15) 2 similar projects (10) 1 similar projects (5) | 30 | |
| Financial Capacity – Average Annual Turnover
The Bidder shall demonstrate adequate financial capacity through its average annual turnover during the last three (03) completed financial years.
The average shall be calculated by adding the annual turnover for the three financial years and dividing the total by three. In case of JV/Consortium, turnover may be considered on a combined basis, provided the financial statements of each contributing member are submitted.
The mandatory minimum eligibility requirement of PKR 100 Million average annual turnover shall remain applicable.
its average annual turnover during the last three (03) completed financial years. The average shall be calculated by adding the annual turnover for the three financial years and dividing the total by three. In case of JV/Consortium, turnover may be considered on a combined basis, provided the financial statements of each contributing member are submitted. The mandatory minimum eligibility requirement of PKR 100 Million average annual turnover shall remain applicable.
Audited Financial Statements for the last three (03) completed financial years, duly audited/certified by a Chartered Accountant/Audit Firm, clearly reflecting annual turnover/revenue. Where necessary, the Procuring Agency may seek verification from the issuing authority.
In case of any discrepancy between the Bank Statement and the Audited Financial Statements, the Audited Financial Statements shall prevail for the purpose of scoring (Qualitative)(Doc Required) Average Annual Turnover Above PKR 300M (20) Average Annual Turnover Above PKR 200M–300M (15) Average Annual Turnover Above PKR 150M–200M (10) Average Annual Turnover Above PKR 100M–150M (5) | 20 | |
| Key Technical Personnel
1. Project Manager / Team Lead — minimum 5 years' relevant experience
2. HCMS Software / Systems Expert — minimum 3 years
3. Call Center / ICT Infrastructure Expert — minimum 3 years
Operations / Complaint Management Expert — minimum 3 years
Required Evidence: CV + Degree/Qualification + Experience Certificates + Availability Undertaking. (Qualitative)(Doc Required) All 4 compliant = 4 Marks (4) Any 3 compliant (3) Any 2 compliant (2) Any 1 compliant (1) | 4 | |
| HCMS Complaint Management, Workflow & Functional Solution
1. Complaint Registration / Portal
2. Complaint Categorization, Assignment & Tracking
3. Escalation & Time-Bound Resolution Workflow
4. Dashboard & Complaint Status Monitoring
5. Analytics & KPI Monitoring
6. SMS / Email Notifications
7. Reporting
8. Mobile Application
Required Evidence: Module-wise Functional Description + System Architecture + Workflow Diagrams + relevant Mock-ups/Prototype/Supporting Technical Documentation.
A component shall be counted only where its prescribed functionality is demonstrably addressed. Mere naming/listing, generic brochures or unsupported narrative shall not qualify. (Qualitative)(Doc Required) All 8 components compliant (8) 6–7 component compliant (6) 4–5 component compliant (4) 2–3 component compliant (2) | 8 | |
| Call Center / Command Center Design, Establishment & Technology
1. Physical Layout & Space Planning - agent workstations, supervisor/management areas, monitoring/display area and equipment/technical spaces
2. Civil / Interior Establishment Plan - partitions, flooring/ceiling, furnishing and associated works required for establishment of the facility
3. Electrical & Power Infrastructure - electrical distribution, load planning, UPS and backup-power arrangement
4. Network & Structured Cabling - LAN/network topology, racks, network points, structured cabling and connectivity
5. IVR / IP-PBX & Call Routing - IVR, call routing, queues, extensions and agent connectivity
6. Call Recording, Monitoring & Quality Control - recording, supervisory monitoring and quality-management arrangement
7. HCMS–Call Center Integration - integration of calls/agents with complaint registration, assignment, tracking and escalation functions
Required Evidence: 2D/3D Layout + Civil/Interior Concept + Electrical/UPS Plan + Network/Structured Cabling Design + IVR/IP-PBX/Call Flow Architecture + Call Recording/Monitoring Design + HCMS Integration Architecture.
A component shall be counted only where the submitted design specifically addresses the stated minimum requirements and is prepared for the proposed HCMS Call Center/Command Center. Generic drawings, equipment lists, brochures or templates shall not qualify. (Qualitative)(Doc Required) All 7 components compliant (7) 5–6 component compliant (5) 3–4 component compliant (3) 1–2 component compliant (1) | 7 | |
| Integration, Dashboard & Data Analytics Design
1. IDSRS/NHDC and approved external-system Integration / API Architecture
2. Management Dashboard, KPI & Complaint Resolution Monitoring
3. Data Analytics, Reporting & Data-Flow Architecture
Required Evidence: Integration/API Architecture + Data-Flow Diagram + Dashboard Mock-ups + KPI/Analytics/Reporting Design.
A component shall be counted only where the relevant integration, data flow and monitoring/reporting functionality is demonstrably addressed. Generic capability statements shall not qualify. (Qualitative)(Doc Required) All 3 compliant (3) Any 2 compliant (2) Any 1 compliant (1) | 3 | |
| Cybersecurity, Data Protection, Backup & Disaster Recovery
1. Firewall, Access Control & Security Monitoring
2. Encryption, Data Protection, Audit & Logging
3. Backup, Restoration & Disaster Recovery
Required Evidence: Cybersecurity Architecture + Access/Data Protection Plan + Backup & DR Strategy.
Generic security policies or brochures shall not qualify. (Qualitative)(Doc Required) All 3 compliant (3) Any 2 compliant (2) Any 1 compliant (1) | 3 | |
| HCMS IMPLEMENTATION, OPERATIONS & SUSTAINABILITY
1. Mobilization & Detailed Design
2. Site / Infrastructure Readiness
3. HCMS Software Development / Configuration
4. Call Center / Command Center Deployment
5. System & Third-Party Integration
6. Testing / UAT & Rectification
7. Commissioning / Go-Live
Required Evidence: Detailed Implementation Methodology + Gantt Chart/Work Plan showing activities, timelines, sequence/dependencies, milestones and responsible team/member.
A component shall be counted only where the activity is specifically reflected in the Implementation Plan/Gantt Chart with its timeline and responsibility. Mere listing of activities or submission of a generic schedule shall not qualify for marks. (Qualitative)(Doc Required) All 7 components compliant (7) 5–6 components compliant (5) 3–4 components compliant (3) 1–2 components compliant (1) | 7 | |
| 24/7 Call Center & HCMS Complaint Operations Plan
1. 24/7 Call Center Operational Model
2. Staffing Structure & Shift-wise Deployment
3. Incoming Call / Complaint Registration & Categorization
4. Call/Complaint Assignment & Routing
5. Escalation & Time-Bound Resolution
6. Complaint Tracking, Follow-up & Closure
7. Call Recording, Supervisory Monitoring & Quality Assurance
8. SLA/KPI Monitoring & Management Reporting
9. Citizen Feedback / Satisfaction Mechanism
Required Evidence: Operations Plan + Staffing/Shift Plan + Call/Complaint Handling SOP + Escalation Matrix + Quality Monitoring Procedure + SLA/KPI Framework.
A component shall be counted only where the submitted plan clearly defines the relevant process, responsibility and operational mechanism. Generic call-center SOPs or staffing undertakings shall not qualify. (Qualitative)(Doc Required) All 9 compliant (9) 7–8 compliant (7) 5–6 compliant (5) 3–4 compliant (3) 1–2 compliant (1) | 9 | |
| O&M, Technical Support & Business Continuity
1. HCMS Application Support & Maintenance
2. Call Center ICT/Hardware/Network Maintenance
3. Preventive & Corrective Maintenance
4. Incident Management, SLA/Uptime & Response/Resolution Mechanism
5. Business Continuity, Backup Restoration & Service Recovery
Required Evidence: O&M Plan + Maintenance Schedule + Support/Incident Procedure + SLA/Uptime Monitoring Framework + Business Continuity Plan. (Qualitative)(Doc Required) All 5 compliant (5) 4 compliant (4) 3 compliant (3) 2 compliant (2) 1 compliant (1) | 5 | |
| Training, Knowledge Transfer & Handover
1. Call Center Agents / Supervisors & HCMS End-User Training
2. System Administrator / Technical Staff Training
3. User Manuals, Technical Documentation & SOPs
4. Knowledge Transfer, System Documentation, Credentials/Configurations & Final Handover
Required Evidence: Training/KT Plan + Modules/Schedule + Manuals/SOP structure + Technical Training & Handover Plan. (Qualitative)(Doc Required) All 4 compliant (4) 3 compliant (3) 2 compliant (2) 1 compliant (1) | 4 | |
Positions Without Lots :
| Position | Delivery Schedule | Quantity | Bid Security |
|---|---|---|---|
| Turnkey Design, Development, Supply, Installation, Integration, Commissioning, Training & Operation of Health Complaint Management System (HCMS) – IDSRS PSDP Project, MoNHSR&C | Address: IDSRS Project, National Institute of Health, Islamabad Schedule: Implementation Phase: Three (03) months from Work Order/Contract signing. O&M Phase: One (01) year post-commissioning, extendable for one (01) further year subject to satisfactory performance, or up to 30 June 2028, whichever is earlier. Quantity: 1/Qty |
1/Qty | 4500000 PKR |
Yes
| Position | Related Services |
|---|---|
| Turnkey Design, Development, Supply, Installation, Integration, Commissioning, Training & Operation of Health Complaint Management System (HCMS) – IDSRS PSDP Project, MoNHSR&C | Turnkey establishment of HCMS & Call Center, including civil/interior works, IT & network infrastructure, software development, system integration, security systems, commissioning, training and O&M services. |
Positions Without Lots :
Position: Turnkey Design, Development, Supply, Installation, Integration, Commissioning, Training & Operation of Health Complaint Management System (HCMS) – IDSRS PSDP Project, MoNHSR&C
Specifications / Requirements:
Turnkey Design, Development, Supply, Installation, Integration, Commissioning, Training & Operation of Health Complaint Management System (HCMS) under IDSRS PSDP Project, MoNHSR&C. Scope includes Civil, Electrical, Networking & IT Infrastructure Works, HCMS Software, Call Center & Security Systems, Facility Mapping of Hospitals/Pharmacies/Labs, Training, and one (01) year O&M, extendable for one (01) further year subject to satisfactory performance, or up to 30 June 2028, whichever is earlier. Procurement shall be undertaken as a single turnkey lot comprising CAPEX (one-time) and OPEX (one-year). Detailed specifications are provided at Annexure-I of the Bidding Document.The Integrated Disease Surveillance and Response System (IDSRS) Project, National Institute of Health (NIH), Islamabad intends to procure a complete turnkey Health Complaint Management System (HCMS), including the design, development, establishment, supply, installation, integration, testing, commissioning, operationalization, operation and maintenance of a centralized HCMS and Call Center / Command & Control Center.
The scope includes complete establishment of the Call Center / Command & Control Center, including required civil, interior, electrical and allied works; furniture and workstations; structured cabling; networking; servers and storage; UPS and power backup; cybersecurity infrastructure; display and monitoring systems; IVR/IP-PBX; call routing, recording and monitoring systems; and all associated ICT equipment and infrastructure necessary for a fully functional facility.
The procurement further includes development and deployment of the HCMS Complaint Management Software and associated web/mobile interfaces, covering complaint registration, categorization, assignment, tracking, escalation, time-bound resolution, closure, citizen feedback, notifications, dashboards, analytics, KPI monitoring and reporting.
The Successful Bidder shall also undertake GIS/location-based mapping and development of a digital directory of hospitals/health facilities, pharmacies and diagnostic laboratories, including data collection, verification, digitization and geo-tagging/mapping of relevant facilities. The mapping solution shall facilitate geographical visualization, search/filtering, identification of relevant/nearby facilities and linkage with HCMS workflows and dashboards, as required under the Scope of Work.
The HCMS solution shall support required system integrations and data exchange with IDSRS/NHDC and other approved systems/interfaces, including appropriate APIs, data flows and reporting arrangements.
The Successful Bidder shall undertake complete system integration, configuration, testing, User Acceptance Testing (UAT), commissioning and Go-Live, ensuring that the HCMS application, Call Center systems, communication infrastructure, dashboards, mapping functionality, ICT infrastructure and associated components operate as an integrated solution.
The scope further includes 24/7 operation of the HCMS Call Center, including deployment and management of required operational and technical personnel, shift-wise staffing, complaint registration and handling, assignment/routing, tracking, escalation, follow-up and closure, supervisory monitoring, quality assurance, citizen feedback, SLA/KPI monitoring and performance reporting.
The Successful Bidder shall also provide preventive and corrective maintenance, application and technical support, hardware/network support, incident management, cybersecurity support, backup and disaster recovery, business continuity, training and knowledge transfer, user and technical documentation, SOPs and final handover during and at completion of the Contract.
The entire assignment shall be executed on a turnkey basis as one complete Lot, including all goods, services, works, manpower, software, licenses, equipment, infrastructure, integrations and incidental requirements necessary for successful establishment, commissioning and operation of the HCMS and Call Center / Command & Control Center, complete in all respects in accordance with the Scope of Work, Technical Specifications, finalized BOQ, Service Level Requirements and other provisions of the Bidding Document.
The Bidder shall undertake a mandatory site visit and, based on the physical site assessment, submit a site-specific proposed BOQ, 3D design/layout and implementation methodology as part of its Stage-I Technical Proposal. The requirements and BOQ shall be reviewed and finalized during Stage-I for submission of the Stage-II Bid.
For Individual Positions
| # | Position Title | Quantity | Unit Price (PKR) | Total Price (PKR) | Delivery Location | Delivery Period / Year | Country of Origin |
|---|---|---|---|---|---|---|---|
| 1 | |||||||
| 2 |
| # | Lot Title | Total Lot Price (PKR) | Country of Origin |
|---|---|---|---|
| 1 | [Lot 1 Title] |
The following Special Conditions of Contract shall supplement the General Conditions of Contract. Whenever there is a conflict, the provisions herein shall prevail over those in the Conditions of Contract. The corresponding clause number of the GCC is indicated in parentheses.
Number of GC Clause
Amendments of, and Supplements to, Clauses in the General Conditions of Contract
Definitions
The Procuring Agency is: IDSRS Project, NIH (IDSRS Project), Project Director IDSRS Project, National Institute of Health, Islamabad
The Supplier is:
The title of the subject procurement is:TENDER FOR TURNKEY SOLUTION INCLUDING DESIGN, DEVELOPMENT, SUPPLY, INSTALLATION, INTEGRATION, COMMISSIONING, TRAINING AND OPERATIONS OF HCMS UNDER IDSRS PSDP PROJECT NATIONAL INSTITUTE OF HEALTH, ISLAMABAD
Number of GC Clause 2
Applicable/Governing Law:
The Contract shall be interpreted in accordance with the laws of Islamic Republic of Pakistan
Number of GC Clause 3
Language:
The language of the Contract, all correspondence and communications to be given, and all other documentation to be prepared and supplied under the Contract shall be in English.
Number of GC Clause 4
Notices:
The addresses for the notices are:
Procuring Agency:
IDSRS Project, NIH (IDSRS Project), Project Director
IDSRS Project, National Institute of Health, Islamabad
+92-332-033-2089
procurement.idsrs@nih.org.pk
Contractor/ Bidder:
[Name, address and telephone number].
The Contractor/ Bidder’s Representative(s)
[Name, address, telephone number and e-mail address]
Number of GC Clause 6.1
The Authorized Representatives are:
For the Procuring Agency:
IDSRS Project, NIH (IDSRS Project), Project Director
IDSRS Project, National Institute of Health, Islamabad
+92-332-033-2089
procurement.idsrs@nih.org.pk
For the Bidder:
Name: ………………………
Designation: ……………..
Address: ……………………………..
Number of GC Clause 7
Effectiveness of the contract
The Contractor/Bidder shall be effective within ….. days from the date of signature of the Contract by both parties
Number of GC Clause 8
Commencement of Contract:
The Contractor/ Bidder shall provide Non-Consultancy Services from the effective date of contract.
Number of GC Clause 10.2
Expiration of Contract:
The time period shall be ………………….
Number of GC Clause 14
Termination
In the event of termination of the contract due to any reason as already defined in the General Conditions of Contract, the Bidder shall be responsible for providing to the Authority the Services till the time of alternate arrangements.
Number of GC Clause 16
Conflict of Interest:
The Procuring Agency reserves the right to determine on a case-by-case basis whether the Bidder should be disqualified from providing services due to a conflict of a nature described in Clause GCC C2.
Number of GC Clause 20
Liquidated Damages
If the Bidder fails to provide services as required under the contract or in case of any data loss/data breach or any incident compromising the data security or other such failures related to any services, the Bidder shall pay to the Procuring Agency as Liquidated Damages at a rate of 0.10% to 10.00% of the Contract value, in accordance with the extent of performance failure & the cost of investigating such incidents as judged by the Authority.
Number of GC Clause 21
Performance Guarantee:
The amount of performance guarantee shall be 10.00% of the contract price in acceptable form of Call at Deposit
Number of GC Clause 27
Currency of Payment:
All the payment to be released to the contractor/Bidder shall be in Pakistani Rupees.
Number of GC Clause F
Payment terms:
Payment will be made to the Bidder against the procured Goods and services according to the actual invoice or running bills submitted by the Bidder against the services provided within the time given in the conditions of the contract.
Number of GC Clause F
Identifying Defects:
The Authority reserves the right at any time to inspect the premises of the provider to inspect the goods and monitor the goods being provided.
For being Brand New, bearing relevant reference numbers of the equipment (Certificate from supplier)
For Physical Fitness having No Damages (Certificate from supplier)
For the Country of Origin as quoted by the Supplier (Certificate from manufacturer)
For conformance to specifications and performance parameters, through Prior to delivery inspection (Inspection Report by Procurement Committee / Inspection Team)
For successful operation at site after complete installation, testing and commissioning of the equipment (Installation, Testing and Commissioning Report by Procurement Committee / Inspection Team)
For successful completion of integrated system testing and User Acceptance Testing (UAT) of HCMS software, Call Center, ICT infrastructure, integrations, dashboards and associated systems prior to Go-Live (UAT/Acceptance Report by Procuring Agency / authorized Technical or Inspection Team).
For verification of completed civil/interior, electrical, networking and ICT works against the approved design/layout, finalized BOQ and Technical Specifications prior to acceptance (Inspection/Completion Report by Procuring Agency / authorized Technical or Inspection Team).
Copies of the Supplier’s invoice showing Goods’ description, quantity, unit price, and total amount;
Copies of the packing list identifying contents of each package;
Manufacturer’s or Supplier’s Valid Warranty Certificate;
Certificate of Origin.
Delivery/acceptance documentation shall include applicable invoices, packing lists, warranty and origin certificates for equipment; installation/configuration records; finalized BOQ and as-built drawings; software/license documentation; testing, UAT and commissioning reports; asset inventory; system credentials/configurations; SOPs, user/technical manuals, backup/DR documentation, training records and final handover documents.
Number of GC Clause F 5 & 6
Following is the guidance for Dispute Resolution
Notwithstanding any reference to the arbitration herein, the parties shall continue to perform their respective obligations under the Contract unless they otherwise agree that the Authority shall pay the Bidder any monies due to the Bidder.
Arbitrator’s fee:
The fee shall be specified in Pak Rupees, as determined by the Arbitrator, which shall be shared equally by both parties.
Appointing Authority for Arbitrator:
By the Mutual Consent or in accordance with the provisions of Arbitration Act, 1940, in case the parties fail to reach a consensus on the name of sole arbitrator, any party may submit an application to the Chief Justice Islamabad High Court for appointment of sole arbitrator. The Chief Justice IHC may appoint a former judge of any High Court or Supreme Court as the sole arbitrator to resolve the dispute between the parties.
Rules of procedure for arbitration proceedings:
Any dispute between the Authority and a Bidder who is a national of the Islamic Republic of Pakistan arising in connection with the present Contract shall be referred to adjudication or arbitration in accordance with the laws of the Islamic Republic of Pakistan including Arbitration Act 1940, however above provision shall prevail in referring the case to the Arbitrator.
Place of Arbitration and Award:
The arbitration shall be conducted in English language and place of arbitration shall be at Islamabad. The award of the arbitrator shall be final and shall be binding on the parties.
Date: [insert date (as day, month and year)]
Bid No.:P100723
To: IDSRS Project, NIH (IDSRS Project), Project Director IDSRS Project, National Institute of Health, Islamabad
We, the undersigned, declare that:
We understand that, according to your conditions, Bids must be supported by a Bid Securing Declaration.
We accept that we will be blacklisted and henceforth cross debarred for participating in respective category of public procurement proceedings for a period of (not more than) six months, if fail to abide with a bid securing declaration, however without indulging in corrupt and fraudulent practices, if we are in breach of our obligation(s) under the Bid conditions, because we:
We understand this Bid Securing Declaration shall expire if we are not the successful
Bidder, upon the earlier of (i) our receipt of your notification to us of the name of the successful Bidder; or (ii) twenty-eight (28) days after the expiration of our Bid.
THIS AGREEMENT made the _____ day of __________ 20_____ between IDSRS Project, NIH (IDSRS Project), Project Director IDSRS Project, National Institute of Health, Islamabad
(hereinafter called “the Procuring Agency”) of the one part and [name of Bidder] of [city and country of Bidder] (hereinafter called “the Bidder”) of the other part:
WHEREAS the Procuring Agency invited Bids for provision of goods, viz., TENDER FOR TURNKEY SOLUTION INCLUDING DESIGN, DEVELOPMENT, SUPPLY, INSTALLATION, INTEGRATION, COMMISSIONING, TRAINING AND OPERATIONS OF HCMS UNDER IDSRS PSDP PROJECT NATIONAL INSTITUTE OF HEALTH, ISLAMABAD (P100723) and has accepted a Bids by the Bidder for the provision of Goods in the sum of [contract price in words and figures] (hereinafter called “the Contract Price”).
NOW THIS CONTRACT WITNESSETH AS FOLLOWS:
1. In this Contract words and expressions shall have the same meanings as are respectively assigned to them in the Conditions of Contract referred to.
2. The following documents shall be deemed to form and be read and construed as part of this Contract, In the event of any ambiguity or conflict between the Contract Documents listed below, the order of precedence shall be the order in which the Contract Documents are listed below:-
3. In consideration of the payments to be made by the Procuring Agency to the Bidder as hereinafter mentioned, the Bidder hereby covenants with the Procuring Agency to provide the Goods related services and to remedy defects therein in conformity in all respects with the provisions of the Contract.
4. The Procuring Agency hereby covenants to pay the Bidder in consideration of the provision of Goods and the remedying of defects therein, the Contract Price or such other sum as may become payable under the provisions of the contract at the times and in the manner prescribed by the contract.
IN WITNESS whereof the parties hereto have caused this Contract to be executed in accordance with their respective laws the day and year first above written.
Signed, sealed, delivered by __________________the ________________ (for the Procuring Agency)
Witness to the signatures of the Procuring Agency:
………………………………………………
Signed, sealed, delivered by __________________the ________________ (for the Procuring Agency)
Witness to the signatures of the Bidder: …………………………………………………
Contract Number: Contract Value: Contract Title:
Dated:
[Name of Supplier] hereby declares that it has not obtained or induced the procurement of any contract, right, interest, privilege or other obligation or benefit from Government of Pakistan or any administrative subdivision or agency thereof or any other entity owned or controlled by it (GoP) through any corrupt business practice.
Without limiting the generality of the foregoing [Name of Supplier] represents and warrants that it has fully declared the brokerage, commission, fee etc. paid or payable to anyone and not given or agreed to give and shall not give or agree to give to anyone within or outside Pakistan either directly or indirectly through any natural or juridical person, including its affiliate, agent, associate, broker, consultant, director, promoter, shareholder, sponsor or subsidiary, any commission, gratification, bribe, finder's fee or kickback, whether described as consultations fee or otherwise, with the object of obtaining or inducing the procurement of a contract, right, interest, privilege or other obligation or benefit in whatsoever form from GoP, except that which has been expressly declared pursuant hereto.
[Name of Supplier] certifies that it has made and will make full disclosure of all agreements and arrangements with all persons in respect of or related to the transaction with GoP and has not taken any action or will not take any action to circumvent the above declaration, representative or warranty.
[Name of Supplier] accepts full responsibility and strict liability for making and false declaration, not making full disclosure, misrepresenting fact or taking any action likely to defeat the purpose of this declaration, representation and warranty. It agrees that any contract, right interest, privilege or other obligation or benefit obtained or procured as aforesaid shall, without prejudice to any other right and remedies available to GoP under any law, contract or other instrument, be voidable at the option of GoP.
Notwithstanding any rights and remedies exercised by GoP in this regard, [Name of Supplier] agrees to indemnify GoP for any loss or damage incurred by it on account of its corrupt business practices and further pay compensation to GoP in an amount equivalent to ten time the sum of any commission, gratification, bribe, finder's fee or kickback given by [Name of Supplier] as aforesaid for the purpose of obtaining or inducing the procurement of any contract, right, interest, privilege or other obligation or benefit in whatsoever form from GoP.
To: IDSRS Project, NIH (IDSRS Project), Project Director IDSRS Project, National Institute of Health, Islamabad
WHEREAS [name of Bidder] (hereinafter called “the Bidder”) has undertaken, in pursuance of Contract No. [reference number of the contract] dated [insert date] for provision of Goods(hereinafter called “the Contract”).
AND WHEREAS it has been stipulated by you in the said Contract that the Bidder shall furnish you with a Bank Guarantee by a reputable bank for the sum specified therein as security for compliance with the Bidder’s performance obligations in accordance with the Contract.
AND WHEREAS we have agreed to give the Bidders guarantee:
THEREFORE, WE hereby affirm that we are Guarantors and responsible to you, on behalf of the Bidder, up to a total of [amount of the guarantee in words and figures], and we undertake to pay you, upon your first written demand declaring the Bidder to be in default under the Contract and without cavil or argument, any sum or sums within the limits of [amount of guarantee] as aforesaid, without your needing to prove or to show grounds or reasons for your demand or the sum specified therein.
This guarantee is valid until the: [insert date]
Signature and seal of the Guarantors
_____________________________________________________________________
[name of bank or financial institution]
_____________________________________________________________________
[address]
_____________________________________________________________________
[date}
Mandatory Technical Bid Submission Form, duly completed, signed and stamped by the Authorized Signatory.
Mandatory bidder information form; each JV/Consortium member shall submit separately, where applicable.
Mandatory authorization of Bid Signatory on prescribed stamp paper, duly notarized, as applicable.
Details of proposed Key Personnel along with required CVs, qualifications, experience and supporting documents.
Detailed technical proposal covering HCMS solution, Call Center design, 2D/3D layout, integration, cybersecurity, implementation methodology, O&M and sustainability approach.
Mandatory notarized affidavit regarding non-blacklisting/non-debarment; each JV/Consortium member shall submit separately.
Mandatory Financial Bid Submission Form containing the bidder’s consolidated CAPEX and OPEX financial offer.
Mandatory price schedule for complete lump-sum turnkey CAPEX, inclusive of applicable taxes and incidental costs.
Mandatory price schedule for one (01) year of 24/7 Operations & Maintenance, including manpower, support and recurring costs.
Consolidated Financial Summary showing Total CAPEX, one-year OPEX and Total Evaluated Cost for Least-Cost Evaluation.
Prescribed Performance Guarantee format to be furnished by the Successful Bidder in accordance with the Contract requirements.
Prescribed Integrity Pact applicable to the Contract, to be executed in accordance with the Bidding Document and applicable requirements.
Prescribed Form of Contract to be executed between the Procuring Agency and the Successful Bidder upon award.
Special Conditions of Contract (SCC) applicable to the turnkey establishment and operationalization of the Health Complaint Management System (HCMS), covering implementation/CAPEX, O&M/OPEX, payment and acceptance requirements, SLA/KPIs, warranty, performance security, ownership and handover, cybersecurity, 24/7 operations, contractual obligations and other HCMS-specific conditions. The SCC shall form an integral part of the Bidding Document and Contract.
Detailed Scope of Work and Bill of Quantities for the turnkey establishment, development, integration, commissioning, operationalization and Operations & Maintenance (O&M) of the Health Complaint Management System (HCMS), including Call Center / Command & Control Center, civil/interior and allied works, ICT and telephony infrastructure, HCMS software/platform, complaint workflows, dashboards and analytics, facility/responder mapping, system integrations, cybersecurity, testing/UAT, training, staffing, SLA/KPIs, asset handover and related contractual requirements. The technical requirements and BOQ shall be subject to review and finalization during Stage-I of the Two-Stage Bidding Procedure and shall form the basis for submission of the Stage-II Technical and Financial Bid.
Submit details of successfully completed contracts of similar nature and scope, supported by Work Orders/Contracts and Completion/Performance Certificates.
Submit complete details of contract non-performance, pending litigation and litigation history, if any. In case of none, clearly state “NIL”.
Submit Average Annual Turnover for the last three (03) financial years, duly supported by audited financial statements.