Front Office agent performance and operations monitoring system.
Tender Number: 14/2026/EWA (2026-107-RPI-CSD)
PA Ref Number: 2026-107-RPI-CSD
Tender Description
To implement an integrated system for monitoring and evaluating front-office agent performance, aimed at improving services quality, enhancing operational efficiency, supporting continuous training, and ensuring security and compliance through recording and analyzing customer and agent interactions.
- Issued by
- Electricity and Water Authority
- Internal/External
- Internal
- Invitation Method
- Public (LOCAL GCC)
- Initial Bond
- BD 500
- Bid Validity / Initial Bond Validity Period (Days)
- 180 days
- Tender Fees
- BD 15
- Contract Duration
- 2 Year
- Is Alternate Bid Allowed
- Yes
- Publish Date
- Tuesday, 21 July 2026
- Purchase Before
- Wednesday, 05 August 2026
- Closing Date
- Tuesday, 18 August 2026
- Opening Date
- Wednesday, 19 August 2026
- Is this tender/auction allocated exclusively for SMEs?
- Yes
Note: This tender/auction is allocated exclusively for SMEs holding a valid SME Classification Certificate issued by the MOIC. Any company that fails to submit this certificate along with their bid will be disqualified.
Additional Notes
Note:
This Tender is restricted to SMEs only, Vendor must submit valid SME Certificate.
Non-SME bidders will be disqualified.
To implement an integrated system for monitoring and evaluating front-office agent performance, aimed at improving services quality, enhancing operational efficiency, supporting continuous training, and ensuring security and compliance through recording and analyzing customer and agent interactions.
تنفيذ نظام لمراقبة وتقييم أداء موظفي الصفوف الأمامية بهدف تحسين جودة الخدمة وتعزيز الكفاءة التشغيلية ودعم التدريب المستمر وضمان الأمن والاتزام من خلال تسجيل وتحليل تفاعلات المشتركين
والموظفين
MANDATORY REQUIREMENT:
The bidder shall include a signed confirmation in its proposal stating that the proposed solution should be hosted on EWA’s on-premises Infrastructure or in EWA’s AWS Infrastructure.