| Tender Reference: |
HHB/SPO/001/2025 |
| Date of Tender Issue: |
7 November 2025 (Hong Kong Time) |
| Procuring Department: |
Health Bureau |
| Tender Subject: |
Provision of Call Centre Services to the Health Bureau |
| Description: |
Provision of Call Centre Services to the Health Bureau for a period of 36 months. For details of the requirements, please refer to Part 3 – Service Specifications of the tender document.
|
| Enquiries: |
Enquiries shall be made to the following person no later than three (3) working days before the Tender Closing Date.
|
| Tender Documents: |
| (1) |
The tender documents (English version only) may be downloaded free of charge from the e-Tender Box (ETB) of the Procurement and Contract Management System (PCMS) at https://pcms2.gld.gov.hk. |
| |
|
| (2) |
Alternatively, the tender documents in the form of digital versatile discs (DVD-ROMs) is obtainable during office hours (Monday to Friday (except general holidays) 9:00 a.m. - 12:30 p.m. and 2:00 p.m. - 5:30 p.m.) from Strategic Purchasing Office, Health Bureau, at 5/F, South Island Place, 8 Wong Chuk Hang Road, Wong Chuk Hang, Hong Kong. Please contact Ms YIP at (852) 3871 7684 in advance for arrangement to obtain the DVD-ROM. A tenderer should provide a business card for record purpose. |
|
|
| Tender Closing Date / Time: |
12:00 noon (Hong Kong time) on 5 December 2025 (Friday). |
| Submission of Tenders: |
Electronic Tendering
Tenderers shall submit the Technical Proposal and the Price Proposal:
| (1) |
in accordance with the terms and conditions of use of PCMS and the e-Tender Box; and |
| |
|
| (2) |
through the e-Tender Box through the use of any one type of digital certificates recognised by and uploaded to the e-Tender Box or through an Identification Code |
|
Further information on the use of electronic tendering is available on PCMS at https://pcms2.gld.gov.hk, notably in the “e-Tender Box (ETB) Poster” and the “What is the Alternative Authentication Method (AAM)” under Download Area of PCMS. Tenderers may visit the thematic webpage of ETB at https://www.gld.gov.hk/share/pcms/en/etb-introduction to learn more about the operating processes and related guidelines.
Paper-based Tendering
The Technical Proposal and the Price Proposal shall be placed inside two separate envelopes clearly marked as specified below respectively:
| (1) |
The Technical Proposal and the Price Proposal shall be placed inside two separate envelopes clearly marked as specified below respectively: |
| |
(i) “Technical Proposal (Provision of Call Centre Services to the Health Bureau, Tender Ref.: HHB/SPO/001/2025)”; and |
| |
(ii) “Price Proposal (Provision of Call Centre Services to the Health Bureau, Tender Ref.: HHB/SPO/001/2025)”. |
| |
|
| (2) |
The two envelopes shall then be placed together inside one large sealed plain envelope (without bearing any identification of the Tenderer) marked as “Tender for the Provision of Call Centre Services to the Health Bureau, Tender Ref.: HHB/SPO/001/2025” and must be addressed to the Chairman, Tender Opening Committee, Government Logistics Department. |
| |
|
| (3) |
Tenders must be deposited in the tender box as specified in the tender documents (“Specified Tender Box”) before the Tender Closing Time. Late tenders or tenders not deposited in the Specified Tender Box will not be accepted. |
| |
|
| (4) |
In case tropical cyclone warning signal No. 8 or above is hoisted, or a black rainstorm warning signal or “extreme conditions” announced by the Government is/are in force, for any duration between 9:00 a.m. and 12:00 noon (Hong Kong time) on the Tender Closing Date, the Tender Closing Time will be postponed to 12:00 noon (Hong Kong time) on the first working day after the tropical cyclone warning signal No. 8 is lowered, or the black rainstorm warning signal or the “extreme conditions” announced by the Government has/have ceased to be in force. |
| |
|
| (5) |
In case of blockage of the public access to the location of the Specified Tender Box at any time between 9:00 a.m. and 12:00 noon (Hong Kong time) on the tender closing date, the Government will announce extension of the tender closing time until further notice. Following removal of the blockage, the Government will announce the extended tender closing time as soon as practicable. The above announcements will be made via press releases on the website of Information Services Department (https://www.info.gov.hk/gia/general/today.htm).
|
| |
|
| (6) |
All time references are Hong Kong time. |
|
|
| Remarks: |
| (1) |
An online tender briefing session will be held at 3:00 p.m. on 17 November 2025 (Hong Kong time).
|
| |
|
| (2) |
Although attendance at the tender briefing session is not compulsory, prospective tenderers are strongly advised to attend. A prospective tenderer who wishes to attend the tender briefing session is requested to complete the reply slip at Annex F to Part I of the Tender Documents and email it to callcentretender@healthbureau.gov.hk on or before 5:00 p.m. on 14 November 2025 (Hong Kong time). Confirmation will be issued to the prospective tenderer upon receipt of the signed reply slip. Late return may not be accepted. |
| |
|
| (3) |
Open tender is adopted. All interested contractors/suppliers/service providers are invited to tender. |
| |
|
| (4) |
The tender is not covered by the Agreement on Government Procurement of the World Trade Organization. |
| |
|
| (5) |
The Government of the Hong Kong Special Administrative Region does not bind itself to accept the tender with the highest combined score or any tender, and reserves the right to negotiate with any tenderer about the terms of its offer. |
| |
|
| (6) |
Details of the contract award will be published on the Health Bureau website at https://www.healthbureau.gov.hk/en/tender/250800_callcentre/award.html |
| |
|
| (7) |
For procurement exercises to be invited from 1 June 2025 onwards, the Government will fully adopt electronic means in making payments to suppliers and will no longer provide the option of physical cheques. In addition to bank transfer, suppliers may also receive government payments via the Faster Payment System (FPS) by providing “HKID” or “FPS identifier” to procuring departments. Procurement exercises invited before 1 June 2025 will not be affected by this new measure. |
|