Bangalore Metro Rail Corporation Ltd., (BMRCL) a Joint Venture of Government of Karnataka and Government of India, invites open Bid through National Competitive Bidding (Single Stage – Two Envelope System) from eligible, reputed and experienced Consultants (JV/Consortium Not Permitted) for Providing services for customer care and Ticket Office Machine (TOM) in stations of Reach-1E of BMRCL.
- Tender Reference Number: BMRCL/O&M/HR/TOM/R1E/2022/3
- Name of Work: Providing services for customer care and Ticket Office Machine (TOM) in stations of Reach-1E of BMRCL.
- EMD: INR 15 Lakh
- Completion Period: 36 Months
- Document Download / Sale Start Date: 07th July, 2022
- Document Download / Sale End Date: 25th July, 2022
- Bid Submission Start Date: 07th July, 2022
- Bid Submission End Date: 11th August, 2022
- Pre-bid Meeting: 28th July, 2022
- Bid Opening Date: 11th August, 2022
Scope of Services:
- The BMRCL is looking for service providers who have the competence to provide the above services as per international norms I standards.
- This involves providing Services for Customer Care & Ticket Office Machine (TOM) in stations of Reach-1E Section consists of 13 Metro Stations i.e, Benniganahalli, K R Puram, Mahadevapura, Garudacharpalya, Hoodi Junction, Seetharampalya, Kundalahalli, Nallurhalli, Sadarmangala, Pattandur Agrahara, Kadugodi, Channasandra, and Whitefield.
Further details in respect of service are given below:
- This involves providing the services of Ticket Office Machine (TOM) Operators, who will be responsible for manning the Ticket Office Machines i.e. issue of Ticket tokens, Smart Cards, topping up the Cards, issue of Bus I Metro Common Tickets, Collection of Cash etc.
- They shall also act as Customer Care Operators (CCO), as and when necessary, guiding and helping the customers in respect of travel, ticketing, collecting penalty, adjustments in case of entry exit mismatch and general information.
- The TOM Operators will be required to work at the Ticket Counters and Customer Care Centers (CCC).
The functions of the TOM operators shall be as follows:
Ticket counters in Metro Stations:
- Receive Cards, Tokens, !merest Amount and Shift Abstract Form (SAF) from Train Operator at the beginning of the shift.
- Sale of tokens, Sale of Travel Cards / Add-value and Metro Bus Ticket (MBT) sale and its activation and sale of Paper Tickets under the written instructions of the Station Controller.
- Submit the merchant copy of Charge Slip with detailed Settlement Report to TO in respect of POS transactions and hand over cash, cards, Tokens etc., along with SAF to TO as per the End of Shift Report.
- Any other works allotted by the management.
Customer Care Center at Metro stations:
- To Receive Cards, Tokens, Imprest Amount and SAF from TO at the beginning of their shift. These tokens are for usage as Free / Paid Exit.
- To Refund the electronic value from the card to the passenger, Issue Group Ticket, collect Penalty / Adjustment Fare from passengers.
- In case Entry-Exit mismatches, adjust Tokens / Travel Cards with or without penalty.
- Attend the queries / enquiries of commuters, collect unreadable Cards from customers and replace them with new cards. Unreadable cards to be handed over to CRMs for further action.
- To hand over cash, card Tokens etc., along with SAF to TO as per the end of the Shift Report.
Eligibility:
- Should have an experience of handling issue of entry tickets / Billing I Data entry having successfully completed at least:
- One similar work of value not less than Rs. 3.54 Crore Or
- Two similar works of value not less than Rs. 2.21 Crore each Or
- Three similar works of value not less than Rs.1.77 Crore each
- During the last 7 years in any Metros! Railways/ Airports! Large PSUs! Nationalised Banks/ Central/State Government/ Large Private Sectors / Reputed Organisations.
The complete documents can be downloaded from www.bmrc.co.in
Source: BMRCL -Tender | Image Credit (representational): BMRCL
