24/7 National Zoonotic Helpline Services
United Nations > United Nations Development Programme > UNDP India > UNDP India Procurement Unit
Original Solicitation Links
UNDP-IND-00841
]24*7 National Zoonotic Grievance/Query Management Helpline
Contact
Submission Instructions
Description
UNDP India seeks one Indian institution or organization to establish and operate a 24/7 National Zoonotic Grievance/Query Management Helpline for rabies and snakebite-related inquiries. The service will use a hub-and-spoke model, with a national hub and regional-language calls routed to designated state call centers in Andhra Pradesh, Puducherry, and Assam. The scope includes multilingual agents, technical consultants, team leadership, quality assurance, training, daily reporting, and round-the-clock IT support. The provider must furnish and operate a dedicated telephone number, cloud-based auto-dialer, cloud-based ticket management system, real-time dashboards, role-based logins, SMS and email integrations, call recording, IVR, call routing and forwarding, secure API/PRI integrations, and related IT, telecommunications, data-center, seating, and physical infrastructure. The ticketing system must have a Safe-to-Host certificate and support integration with government systems. Proposals will be evaluated using a 70% technical and 30% financial weighting, with technical criteria covering organizational experience, methodology, implementation timing, and key personnel qualifications. The contract duration is six months, with six monthly reporting deliverables.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Minimum 3 references
- Within the last 3 years
- Projects valued at $15,000.00 or more
- Client point of contact required for each reference
Location
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