Expression of Interest from Agency/Agencies to provide

Administrative Support for Passport and Visa Services

Announcement for All Bidders

The Embassy of India, Kuwait (hereinafter called as “Embassy”) invites Expression of Interest from agencies to assist it in processing applications: (i) from Kuwaiti nationals and foreign nationals resident in Kuwait for issue of visas and (ii) from Indian nationals for issue/re-issue of Passports (Passport services would include issue of fresh passport, extension of validity and miscellaneous services like change of name, address, additional endorsements, birth certificate and any other approved services). The Request for Proposal and the Contract, for the purpose of explaining outsourcing requirement, are available on the website of the Embassy www.indembkwt.org. 

2.         The agency/agencies selected for the work will be responsible for the following areas of work: 

i)                   Distribution of blank passport/visa application forms and relevant guidelines (to be printed by the agency itself); 

ii)                 Collection and preliminary scrutiny of passport/visa applications along with all supporting documents and the prescribed fee;

iii)               Depositing of applications along with passports and other supporting documents with the Embassy by quick (within the time frame as may be decided by the Embassy) and secure means and depositing the fee collected daily in a designated bank account of the Embassy;

iv)               Capturing of the application data in an electronic format and transferring the same to the Embassy in a secure manner; 

v)                 Collection of passports and supporting documents from the Embassy and handing over/dispatch of the same to the applicants by secure and fast means;

vi)                Ensuring confidentiality and security of all documents;                                      

vii)              Maintenance of a Help Desk/Information Desk to answer enquiries by visitors, handling of telephonic queries, information service to handle queries by email, post, facsimile or text message; provision of assistance to applicants in the filling up of various forms, etc.  (Such assistance would be required to be provided in various Indian languages over and above English and Arabic, as may be decided by the Embassy). 

viii)           Ensuring that the above services are rendered to applicants in a speedy manner, in comfortable conditions and within the stipulated time frame; and

ix)               Scheduling of personal interviews of applicants with Officers concerned at the Embassy wherever necessary.

2.                  For rendering the above services, the agency/agencies would be required to establish collection centers in at least 2 locations in the State of Kuwait with provisions for additional locations, as may be decided by the Embassy.

3.         The agency/agencies should ensure that courteous, speedy and efficient service is rendered at all times and the turnaround time is kept to the bare minimum. The Embassy reserves the right to monitor the quality of services being provided and in the event of non-satisfactory performance, terminate the Agreement.

4.         Agencies preferably with at least one year experience in providing the above-mentioned facilities may send their profiles and Expression of Interest along with other details including approximate service fee to be charged by them from each applicant to cover their costs and professional fee, for pre-qualification.  These should be addressed to the Head of Chancery, Embassy of India, Diplomatic Enclave, Arabian Gulf Street, P.O. Box No. 1450 Safat, Kuwait and sent so as to reach the Embassy latest by April 9, 2008. The envelopes should be super-scribed “Visa/Passport Services Outsourcing”.

5.         The Embassy reserves the right to cancel one or more or all the Expressions of Interest without assigning any reasons thereof.

 

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Responses to Queries from Prospective Bidders

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