Provision of Call Centre Support Services for NNPC Tender, Nigeria - 38888060

Procurement Summary

Country : Nigeria

Summary : Provision of Call Centre Support Services for NNPC

Deadline : 10 Jan 2020

Other Information

Notice Type : Tender

TOT Ref.No.: 38888060

Document Ref. No. :

Competition : ICB

Financier : Self Financed

Purchaser Ownership : -

Tender Value : Refer Document

Purchaser's Detail

Purchaser : NIGERIAN NATIONAL PETROLEUM CORPORATION
CSS DEXCOM Tenders Board, Block D, First Floor, Room 45B NNPC Towers, Central Business District Abuja
Nigeria

Tender Details

Expression of Interest are invited for Provision of Call Centre Support Services for NNPC Corporate Headquarters, Abuja

The scope for the call Centre support service shall include but not limited to the and management of fifty-four (54) technical support personnel to carry out the following tasks:

(a) Attend to calls between the hours of 7:30 and 8:00pm at the Helpdesk
Calls from the following locations will be covered:
• All Floors in Blocks A, B and D (except 5th -11th Floors of Block D)
• All floors in Block C, except 1st – 6th floors (PPMC & NPSC Offices)
• NNPC Medicals, Maitama Abuja
• Other offices identified by ITD within Abuja

(b) This involves but not limited to the following:
• Incident recording, classification and prioritization
• Faults tracing, clearance and eradication
• Preventive/Protective maintenance services
• System routine checks and analysis
• Fault management and reporting
• Resolve incidents from such calls in (a) above relating to all incidents in the areas of
• Hardware: Diagnosis and problem isolation, cards installation
• LAN: Network connectivity
• Internet: Connection and browsing related issues
• Email: MS Exchange/Outlook issues
• Applications: Microsoft Application Software (MS Office, Visio, Project, ISA)
• Operating Systems: MS Windows XP/7/8, Android, IOS
• Threat management; including Viruses, Worms, Trojans and Spywares

( c) Support Local line plant at the following locations:
• NNPC Towers
• NNPC Medical Maitama
• NIKORMA NIDAS
• NNPC Pension Office
• NNPC Retail
• NIGAS
• HYSON
• NNPC Cooperative

(d) Escalate problems that cannot be resolved in accordance with established procedures

( e) Support Contact Service Centre for NNPC Towers which Includes but not limited to:
• Provision of professional customer call services;
• Attending to customers’ enquiries and routing of calls;
• Any other assigned tasks related to user support.

3. SUBMISSION OF EXPRESSION OF INTEREST
All companies wishing to express their interest to tender for this service shall submit relevant documentation for prequalification as stipulated in 4.0 below. Only companies adjudged to be successful in the pre-qualification exercise shall be invited to collect tender documents for the service as described in 2.0 above.

4. PRE-QUALIFICATION REQUIREMENTS
NNPC in compliance with the provisions of Public Procurement Act 2007 and request Interested companies to submit the details listed below:
(4.1) Detailed company profile with a copy of Certificate of incorporation in Nigeria, certified true copies of Memorandum and Articles of Association of the company, CAC form C02 and C07 (Particular of Directors).
(4.2) Copy of company tax clearance certificate for the last three (3) years (2016, 2017 and 2018).
(4.3) Evidence of compliance with Pension Reform Act 2004 by inclusion of copy of current Pension Clearance Certificate.
(4.4) Evidence of compliance with the Industrial Training Fund (ITF) Amendment Act 2011 by inclusion of copy of current compliance Certificate from the Industrial Training Fund (ITF).
(4.5) Evidence of compliance with the Nigeria Social Insurance Trust Fund (NSITF) Act by inclusion of current NSITF clearance Certificate.
(4.6) Audit of the past three (3) years (2016, 2017 and 2018) which must bear the stamp and seal of a reputable Audit firm.
(4.7) Evidence of registration with Bureau of Public Procurement (BPPs) National Data Base of Federal Contracts, Consultants and Service Providers (NDCCSPs) by inclusion of current valid Interim Registration Report (IRR).
(4.8) Evidence of relevant, verifiable work experience in similar service in Nigeria over the past five (5) years with details of companies that the services were rendered to. Please attach reference letters with details of location(s), capacity, copies of letters of awards completion certificates, including client’s company, full contact details (not P.O.Box), functional phone numbers and E-mail addresses.
(4.9) Confirm willingness to commence the execution of this service on the basis of a letter of intent (LOI).
(4.10) Company’s Community Affairs, Safety, Health, Environment & Security (CASHES) and Quality Assurance/Quality Control (QA/QC) Policy. Details of safety records for accidents, incidents, injuries and damages (lost time incident, down-time etc.) for the past three years.
Business Integrity
A bidder shall make provision of sworn affidavit to support action as follows:
(i) To allow NNPC verify all claims made in your submission.
(ii) To allow NNPC verify that your organization is not in receivership, nor the subject of any form of insolvency or bankruptcy proceedings or the subject of any form of winding up petition or proceedings.
(iii) To confirm that the company is not a replacement for a hitherto tax defaulting company.
(iv) To confirm whether or not any of the members of the Board of relevant committees of NNPC or Bureau of Public Procurement (BPP) is former or present Director, shareholder, or has any pecuniary interest in your Company.
(v) A written statement confirming that your company does not have any Director who has been convicted in any country for a criminal offence relating to fraud or any financial impropriety or criminal misrepresentation of falsification of facts relating to any matter.
Compliance with the Nigerian Content Act
(i) Applicants must submit a detailed Nigerian Content execution strategy to the satisfaction of the Nigerian
Content Development and Monitoring Board (NCDMB) clearly setting out Nigerian Content commitments in areas of:
(ii) Nigerian Content plan that demonstrates full utilization of Nigerian Labour and services with detailed description of role, work scope and man-hours in order to achieve minimum target as set out in the requirement of the NOGICD Act 2010.
(iii) Current and in-place organizational structure with detailed experience and skills of key management personnel with names. Provide percentage evidence of Management that are Nigerian nationals and the percentage of the total workforce that are Nigerians (personnel list and position organizational chart).
(iv) Detailed past/present commitment to staff training and development of Nigerian personnel (where applicable).

Any additional information that will enhance the potentials of the company.

NOTE: Failure to meet any of 4.1 – 4.6 above is a “FATAL FLAW”.

5. SUBMISSION OF PREQUALIFICATION DOCUMENTS
All prospective contractors shall submit one original and two photocopies of pre-qualification documents on A4 format neatly bound. The document shall be in single package sealed and marked “PREQUALIFICATION FOR CALL CENTRE SUPPORT SERVICE FOR NNPC CORPORATE HEADQUARTERS, ABUJA”

The sealed package should be addressed to reach the address below, not later than 15:00hours, Friday, 10 January, 2020
The Secretary,
CSS DEXCOM Tenders Board,
Block D, First Floor,
Room 45B NNPC Towers,
Central Business District Abuja

NOTE: Bids shall be opened and endorsed IMMEDIATELY after the deadline stipulated for the submission of bids at the;
The Amphitheatre
First Floor, Block A
NNPC Towers,
Garki, Abuja.

6. IMPORTANT INFORMATION
It must be noted that:
(6.1) Only shortlisted companies will be contracted.
(6.2) Late submission shall be rejected.
(6.3) Please note that this is not an invitation to tender. Only Companies adjudged qualified by NNPC under this pre-qualification procedure will be invited to participate in the competitive tender.
(6.4) NNPC reserve the absolute discretion and right to either accept or reject any documents and it shall not be required to assign a reason for refusal to invite your company to participate in the bidding exercise or to enter any correspondence concerning the selection of any contract for the services.
(6.5) All claims must be adequately substantiated and verifiable. NNPC shall deal directly with only authorized officers of the interested companies and not through individuals or agents (ownership is therefore essential).
(6.6) All costs incurred by your company as a result of this pre-qualification exercise and any subsequent request for information shall be to your account.
(6.7) The pre-qualification and any related process neither creates any commitment by; NNPC nor establish any legal relationship.

Documents

 Tender Notice