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Govt. of N.C.T. of Delhi
DEPARTMENT OF INFORMATION TECHNOLOGY
9th Level, B – Wing, Delhi Secretariat, Delhi |
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Design, Development, Testing, Implementation, Maintenance of Integrated Citizen Relationship & Grievance Management System (CRGMS) and implementation through a Call Centre using Voice, IVR, Internet, Email, Chat, WAP Enabled Mobile phones and Paper Media |
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The Government of NCT Delhi and autonomous bodies/agencies under it provide large number of services to citizens. Like any other government it is responsible for providing various kinds of infrastructure, issue licenses/certificates and implement rule of law. |
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The Government accordingly needs mechanism for getting response of citizens it serves. Existence of a good feed back mechanism is a must not only to get feed back on what is happening in the field but also to identify weak points of governance, to take remedial measures whether systemic or procedural. |
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Also, since governments are typically large and work in many fields it is not possible for common citizens to know everything about it, its services offered to citizens and how one can get the same. This brings out the need of an efficient information dissemination system in the government. Thus, the government should have a good system for information dissemination and an efficient system of grievance handling system. |
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This invitation is for: |
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"Design, Development, Testing, Implementation, Maintenance of Integrated Citizen Relationship & Grievance Management System (CRGMS) and implementation through a Call Centre using Voice, IVR, Internet, Email, Chat, WAP Enabled Mobile phones and Paper Media". |
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CRGMS will be used by the Citizens as : |
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An Information Centre |
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Grievance redressal mechanism | |
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It will work as help desk for the Delhi Government.The main purpose for Grievance Management is to |
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Register Complaints Grievance |
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Obtain action taken reports/proceeds on grievances lodged earlier. | |
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As the Delhi Government’s Help Desk the Citizen will be able to get information and provide feedback. The following areas will be covered. |
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Services offered by various departments of Government of NCT Delhi |
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Information on eligibility conditions for licences, documents to be submitted, how to apply, where to apply |
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Contact information of functionaries of various departments, etc. |
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Information about the Government, its setup, functioning departments, etc |
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Information on Historical Places/Hospitals/Nursing Homes/ Old Age Homes etc, |
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Feedback on schemes of the government |
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Citizen can give expectation from the government | |
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Since such an initiative for a Citizen integrated Citizen Relationship & Grievance Management System a Call Centre using Voice, IVR, Internet, Email, Chat, WAP Enabled Mobile phones and Paper Media has not been attempted earlier, we are posting a Draft Tender document and look forward to suggestions from prospective Vendors. Suggestions can be submitted at sait@hub.nic.in in the below format by 3:00 pm, 15 Jan 2005 by email. |
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| Name of the Company |
Contact Person
Email
Telephone No. |
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Para No./ Page |
Clause as contained in Tender |
Suggestion/ Clarification/ Objection |
Reason for the Same |
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Based on Vendor suggestions, clarifications and acceptance of the same the Department will finalise the Tender Document. |
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The pre-bid invitiation and the final tender document will be released to all those who either participate in the Tender document finalisation process or show their willingness for participation in the tender through a confirmation email to sait@hub.nic.in or by fax on 91-11-23392402 or by letter addressed to Secretary (IT), B-902, Delhi Secretariat, I.P. Estate, New Delhi - 110002 on or before 15 Jan 2005. |
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Dates of the pre-bid seminar will be communicated to all interested vendors through email. |
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Secretary (IT) |
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Click to Download the Tender Document for CRGMS & Call Centre. |
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