Bangalore Metro Update: Tenders invited for providing services for customer care & Ticket Office Machine (TOM) in stations of UG-2 of BMRCL

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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 & Ticket Office Machine (TOM) in Stations of UG-2 of BMRCL.

  • Tender Reference Number: BMRCL/O&M/TOM/UG-2/2022/3
  • Name of Work: Providing services for customer care & Ticket Office Machine (TOM) in Stations of UG-2 of BMRCL.
  • EMD: INR 8.16 Lakh
  • Completion Period: 36 Months
  • Document Download / Sale Start Date: 18th June, 2022
  • Document Download / Sale End Date: 06th July, 2022
  • Bid Submission Start Date: 18th June, 2022
  • Bid Submission End Date: 20th July, 2022
  • Pre-bid Meeting: 09th July, 2022
  • Bid Opening Date: 20th July, 2022

Scope of Work:

  • The functions of the TOM Operators shall be as follows:

Ticket counters in Metro Stations:

  • Receive Cards, Tokens. Imprest 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 I 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.

Supply of Currency Note Counting and Fake Currency Note Detector Machines:

  • The Contractor shall supply 2 Nos. of Note Counting Machine and 5 Nos. of Fake Note Detector Machine, 3 days before commencement of the service to Revenue Cell, OCC Building, Baiyappanahalli Depot.
  • During the entire period of Contract, the service, repairs and maintenance (Including spares) including caliberation if any will, be the responsibility of the Contractor at its own cost.


  • Should have an experience of handling issue of entry tickets / Billing / Data entry having successfully completed at least:
    • One similar work of value not less than Rs. 1.45 Crore or
    • Two similar works of value not less than Rs. 90.72 Lakhs each or
    • Three similar works of value not less than Rs.72.57 Lakhs each
  • During the last 7 years in any Metros/ Railways/ Airports/ Large PSUs/ Nationalised Banks/ Central/State Government/ Large Private Sectors / Reputed Organisations. 
  • Should have deployed a minimum of 38 persons in handling the issue of entry tickets/Billing/Data entry at all times during 3 years in the last 7 years from a single work. The services rendered should be satisfactory to the client.

The complete documents can be downloaded from

Source: BMRCL -Tender | Image Credit (representational): BMRCL

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