Tender Details

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.

How to Participate?

  • Those who are capable and wish to participate in the above tender have to purchase the Tender Documents online through the Bahrain Tender Board’s portal https://etendering.tenderboard.gov.bh starting from Tuesday, 21 July 2026
  • Bidders are requested to enclose with their bids the Initial Bond for the amount specified above or at the rate of 1% of the tender value whichever amount is lesser, provided that no initial bonds value shall be less than BD 100/-.
  • For Two-envelope tenders, bidders, are requested to attach the initial bond as stated above and it must be included within the technical bid.
  • The initial bond should be in the form of a Certified Cheque, Bank Guarantee, Insurance Policy or Bank Transfer (or as specified in the Tender Documents) valid for the duration specified above.
  • If the bidder chooses to submit the initial bond in the form of a Bank transfer, the guarantee amount must be provided as a fixed amount mentioned and not as a percentage of the bid value.
  • The bids deposit place: (As Mentioned in the Tender Documents)
  • In addition, the following shall be considered:
    • Enclose copy of a valid Commercial Registration Certificate (CR) in line with the tender's subject.
    • Enclose copy of a valid Bahrainisation Certificate issued by the Ministry of Labour.
  • This advertisement is considered supplementary to the tender documents. In case of any discrepancy between the Advertisement and the Tender Document, the Tender Document prevails.
  • Small and Medium Enterprises (SMEs)are eligible to obtain 10% preference in the financial evaluation stage when participating in tenders, and in auctions related to service facilities within government entities premises, however this shall not apply to tenders of a special nature. SMEs bidders shall submit along with their bids the valid SMEs Certificate issued by the Ministry of Industry and Commerce, which can be obtained through the following link (https://www.moic.gov.bh/index.php/en/sme_services)
  • Vendors who are not registered in the Tender Board's e-tendering system shall be required to register through the link (Supplier Registration) , and for assistance please contact the Tender Board through email helpdesk@tenderboard.gov.bh or call on Tel No. +97317566666.

Inquiries

For further inquiries please contact on:

Electricity and Water Authority
  17995555