- Hartron

Transcription

- Hartron

RFP for selection of service provider for Call Centre services
SHORT TERM E-TENDER
REQUEST FOR PROPOSAL (RFP)
FOR
SELECTION OF
SERVICE PROVIDER
FOR
CALL CENTRE SERVICES
Haryana State Electronics Development Corporation Limited
(A State Government undertaking)
SCO-109-110, Sector 17-B, Chandigarh – 160017
Email:- [email protected], [email protected]
Website: www.hartron.org, https://haryanaeprocurement.gov.in
Page 1
Page 2
Table of Contents
1.
INVITATION FOR BID ............................................................................................... 6
1.1.
General Information ............................................................................................... 6
1.2.
Schedule of Bid process ........................................................................................ 6
SECTION 1........................................................................................................................... 8
1.
INSTRUCTIONS TO BIDDER ON ELECTRONIC TENDERING SYSTEM ............................... 8
2.
SCOPE OF WORK .................................................................................................. 16
2.1.
3.
Background ......................................................................................................... 16
INSTRUCTION TO BIDDERS ................................................................................. 36
3.1.
Introduction .......................................................................................................... 36
3.2.
Compliant Proposals / Completeness of Response............................................. 36
3.3.
Language of the Bid ............................................................................................ 37
3.4.
Bid Validity ........................................................................................................... 37
3.5.
Pre-bid Meeting & Clarifications .......................................................................... 37
3.6.
Right to Terminate the Process ........................................................................... 37
3.7.
Submission of proposals...................................................................................... 38
3.8.
Late Bids.............................................................................................................. 38
3.9.
Disqualification .................................................................................................... 38
3.10.
Evaluation Process .............................................................................................. 39
4.
CRITERIA FOR EVALUATION ................................................................................ 40
4.1.
Technical Qualification Criteria ............................................................................ 42
4.2.
Technical Bid Evaluation ..................................................................................... 43
4.3.
Commercial Bid Evaluation.................................................................................. 44
5.
APPOINTMENT OF VENDOR ................................................................................. 46
5.1.
Award Criteria ...................................................................................................... 46
5.2.
Right to Accept Any Proposal and To Reject Any or All Proposal(s) .................. 46
5.3.
Notification of Award ............................................................................................ 46
5.4.
Contract Finalization and Award .......................................................................... 46
5.5.
Performance Guarantee ...................................................................................... 46
5.6.
Signing of Contract .............................................................................................. 47
5.7.
Failure to Agree with the Terms and Conditions of the RFP ................................ 47
6.
PAYMENT TERMS .................................................................................................. 48
7.
PENALTIES ............................................................................................................. 48
Page 3
Call Centre services ......................................................................................................... 49
GENERAL TERMS & CONDITIONS ................................................................................ 50
8.
NOTIFICATION OF AWARD ................................................................................... 51
9.
SIGNING OF CONTRACT ....................................................................................... 51
10.
TERM OF THE CONTRACT ............................................................................... 52
11.
INDEMNITY ......................................................................................................... 52
12.
Ownership of Data & Security.............................................................................. 52
13.
TERMINATION OF JOB ...................................................................................... 53
13.1.
Termination for Insolvency................................................................................... 53
13.2.
Termination for default ......................................................................................... 53
14.
FORCE MAJEURE .............................................................................................. 54
15.
ARBITRATION .................................................................................................... 54
16.
APPLICABLE LAW .............................................................................................. 55
17.
JURISDICTION ................................................................................................... 55
18.
ANNEXURE ......................................................................................................... 55
18.1.
ANNEXURE “A”: Documents for the Commercial Bid ...................................... 55
18.1.1.
18.2.
Commercial Bid Form ...................................................................................... 56
ANNEXURE “B”: Documents for pre-qualification proposal ................................. 58
18.2.1.
Letter of submission of Bid .............................................................................. 58
18.2.2.
Business Details .............................................................................................. 59
18.2.3.
Declaration that the bidder has not been blacklisted ....................................... 60
18.3.
ANNEXURE “C”: Documents for technical proposal............................................ 61
Bidder Operational strength in India ................................................................................. 61
Curriculum Vitae (CV) Template ...................................................................................... 61
18.4.
ANNEXURE “D”: Compliance Sheet for Pre-Qualification
Proposal ................. 63
18.5
ANNEXURE “E”: Compliance Sheet for Technical Proposal ............................... 65
18.6
ANNEXURE “F”: Call Centre BOM ...................................................................... 66
18.7
ANNEXURE “G”: Compliance Sheet for Entity’s Profile....................................... 70
Page 4
ABBREVIATIONS
Terms
Description
GoI
Government of India
GoH
Government of Haryana
Bidders
Purchaser/
Department
Any firm/ agency/ company/ supplier responding to Invitation for Bids and which is
participating in the Bid
HARTRON
Vendor
Successful bidder with whom the purchaser enters into a contract against this tender.
EMD
Earnest Money Deposit
Page 5
1. INVITATION FOR BID
1.1.
General Information
Item
Reference
Tender Date
20.05.2015
Tender Reference Number
Hartron/Services-I/2015-16/01
Title
Issuing Department
HARTRON
Contact Person Details
0172-2704098,09815391964
Tender document is available at
http://haryanaeprocurement.gov.in
Address of website where tender and
all associated information would be
www.hartron.org from 2.00PM onwards from 20.05.2015
published
Brief Description of Tender
HARTRON invites sealed bids from eligible bidders for
appointment of service provider for call centre services
Note: Bidders are advised to visit Hartron website i.e. www.hartron.org.in and eprocurement portal i.e. https://haryanaeprocurement.gov.in. of Haryana Govt. on
regular basis for updates/corrigendum issued by Hartron related to the tender.
1.2.
SNo.
Schedule of Bid process
Event
Date &
Time
Venue
20.05.2015
1
Purchasing / Downloading the
bid documents
From
2:00 PM
2
Pre-Bid Meeting
28.05.2015at
11 AM
HARTRON, SCO-109-110, Sector 17-B,
Chandigarh - 160017
Page 6
SNo.
3
Date &
Time
Event
Issue
of
pre-bid
meeting
01.06.2015
Venue
www.hartron.org
https://haryanaeprocurement.gov.in
and
clarifications and addendum
04.06.2015
4
5
Deadline for submission of bid.
upto 2:30 PM
Opening of Pre-Qualification Bid
04.06.2015 at
Chandigarh - 160017
15:00 PM
To
be
intimated later
Chandigarh - 160017
To
be
intimated later
Chandigarh - 160017
6
Opening of Technical Bid
7
Opening of Commercial Bid
Page 7
SECTION 1
1. INSTRUCTIONS TO BIDDER ON ELECTRONIC TENDERING SYSTEM
These conditions will over-rule the conditions stated in the tender document, wherever
relevant and applicable.
1.1 Registration of bidders on e-Procurement Portal:All the bidders intending to participate in the tenders processed online are required to get
registered
on
the
centralized
e
-
Procurement
Portal
i.e.
https://haryanaeprocurement.gov.in. “Please visit the website for more details”.
1.2 Obtaining a Digital Certificate:
1.2.1
The Bids submitted online should be encrypted and signed electronically with a Digital
Certificate to establish the identity of the bidder bidding online. These Digital Certificates
are issued by an Approved Certifying Authority, by the Controller of Certifying Authorities,
Government of India.
1.2.2
A Digital Certificate is issued upon receipt of mandatory identity (i.e. Applicant’s PAN
Card) and Address proofs and verification form duly attested by the Bank Manager / Post
Master / Gazetted Officer. Only upon the receipt of the required documents, a digital
certificate
can
be
issued.
For
more
details
please
visit
the
website
–
https://haryanaeprocurement.gov.in.
1.2.3
The bidders may obtain Class-II or III digital signature certificate from any Certifying
Authority or Sub-certifying Authority authorized by the Controller of Certifying Authorities
or may obtain information and application format and documents required for the issue of
digital certificate from:
M/s Nextenders (India) Pvt. Ltd.
O/o. DS&D Haryana,
SCO – 09, IInd Floor,
Sector – 16,
Panchkula – 134108
E - mail: [email protected]
Help Desk: 1800-180-2097 (Toll Free Number)
1.2.4
Bid for a particular tender must be submitted online using the digital certificate
(Encryption & Signing), which is used to encrypt and sign the data during of bid
preparation stage. In case, during the process of a particular tender, the user loses his
digital certificate (due to virus attack, hardware problem, operating system or any other
problem) he will not be able to submit the bid online. Hence, the users are advised to
Page 8
keep a backup of the certificate and also keep the copies at safe place under proper
security (for its use in case of emergencies).
1.2.5
In case of online tendering, if the digital certificate issued to the authorized user of a firm
is used for signing and submitting a bid, it will be considered equivalent to a no-objection
certificate/power of attorney /lawful authorization to that User. The firm has to
authorize a specific individual through an authorization certificate signed by all partners
to use the digital certificate as per Indian Information Technology Act 2000. Unless the
certificates are revoked, it will be assumed to represent adequate authority of the user to
bid on behalf of the firm in the department tenders as per Information Technology Act
2000. The digital signature of this authorized user will be binding on the firm.
1.2.6
In case of any change in the authorization, it shall be the responsibility of management /
partners of the firm to inform the certifying authority about the change and to obtain the
digital signatures of the new person / user on behalf of the firm / company.
The
procedure for application of a digital certificate however will remain the same for the
new user.
1.2.7
The same procedure holds true for the authorized users in a private/Public limited
company. In this case, the authorization certificate will have to be signed by the directors
of the company.
1.3 Opening of an Electronic Payment Account:
For purchasing the tender documents online, bidders are required to pay the tender
documents fees online using the electronic payments gateway service shall be integrated
with the system. For online payments guidelines, please refer to the Home page of the etendering Portal https://haryanaeprocurement.gov.in.
1.4 Pre-requisites for online bidding:
In order to bid online on the portal https://haryanaeprocurement.gov.in, the user machine
must be updated with the latest Java & DC setup. The link for downloading latest java
applet & DC setup are available on the Home page of the e-tendering Portal.
1.5 Online Viewing of Detailed Notice Inviting Tenders:
The bidders can view the detailed N.I.T and the time schedule (Key Dates) for all the
tenders floated through the single portal e-Procurement system on the Home Page at
https://haryanaeprocurement.gov.in
Page 9
1.6 Download of Tender Documents:
The tender documents can be downloaded free of cost from the e-Procurement portal
https://haryanaeprocurement.gov.in and Hartron website www.hartron.org. However the
bidders are required to submit the non refundable tender document cost as per the clause
1.8 below.
1.7 Key Dates:
The bidders are strictly advised to follow dates and times as indicated in the online Notice
Inviting Tender. The date and time shall be binding on all bidders. All online activities are
time tracked and the system enforces time locks that ensure that no activity or transaction
can take place outside the start and end dates and the time of the stage as defined in the
online Notice Inviting Tender.
1.8 Bid Preparation (Pre-Qualification Technical & Financial) Online Payment of Tender
Document Fee, eService fee, EMD fees of online Bids:
1.8.1
The online payment for Tender document fee, eService Fee & EMD can be done using the
secure electronic payment gateway. The Payment for Tender Document Fee and eService
Fee can be made by eligible bidders/ contractors online directly through Debit Cards &
Internet Banking Accounts and the Payment for EMD can be made online directly through
RTGS / NEFT.
1.8.2
The secure electronic payments gateway is an online interface between contractors and
Debit card / online payment authorization networks.
1.8.3
The bidders shall upload their technical offer containing documents, qualifying criteria,
technical specification, schedule of deliveries, and all other terms and conditions except
the rates (price bid).
1.8.4
The bidders shall quote the prices in price bid format.
1.8.5
If bidder fails to complete the Online Bid Preparation & Submission stage on the stipulated
date and time, his/hers bid will be considered as bid not submitted, and hence not appear
during tender opening stage.
1.8.6
Bidders participating in online tenders shall check the validity of his/her Digital Signature
Certificate
before
participating
in
the
online
Tenders
at
the
portal
https://haryanaeprocurement.gov.in.
1.8.7
For help manual please refer to the ‘Home Page’ of the e-Procurement website at
https://haryanaeprocurement.gov.in, and click on the available link ‘How to
...?’ to
download the file.
1.9
Guideline for Online Payments in e-tendering
Page 10
1.9.1
Post registration, bidder shall proceed for bidding by using both his digital certificates
(one each for encryption and signing). Bidder shall proceed to select the tender he is
interested in. On the respective Department’s page in the e-tendering portal, the Bidder
would have following options to make payment for tender document & EMD:
i. Debit Card
ii. Net Banking
iii. RTGS/NEFT
1.9.2 Operative Procedures for Bidder Payments
A)
Debit Card
The procedure for paying through Debit Card will be as follows.
(i)
Bidder selects Debit Card option in e-Procurement portal.
(ii)
The e-Procurement portal displays the amount and the card charges to be paid by
bidder. The portal also displays the total amount to be paid by the bidder.
(iii)
Bidder clicks on “Continue” button
(iv)
The e-Procurement portal takes the bidder to Debit Card payment gateway screen.
(v)
Bidder enters card credentials and confirms payment
(vi)
The gateway verifies the credentials and confirms with “successful” or “failure”
message, which is confirmed back to e-Procurement portal.
(vii)
The page is automatically routed back to e-Procurement portal
(viii)
The status of the payment is displayed as “successful” in e-Procurement portal. The
e-Procurement portal also generates a receipt for all successful transactions. The
bidder can take a print out of the same,
(ix)
The e-Procurement portal allows Bidder to process another payment attempt in case
payments are not successful for previous attempt.
B) Net Banking
The procedure for paying through Net Banking will be as follows:
(i)
Bidder selects Net Banking option in e-Procurement portal.
(ii)
The e-Procurement portal displays the amount to be paid by bidder.
(iii)
Bidder clicks on “Continue” button
(iv)
The e-Procurement portal takes the bidder to Net Banking payment gateway screen
displaying list of Banks
(v)
Bidder chooses his / her Bank
(vi)
The Net Banking gateway redirects Bidder to the Net Banking page of the selected
Bank
Page 11
(vii)
Bidder enters his account credentials and confirms payment
(viii) The Bank verifies the credentials and confirms with “successful” or “failure”
message to the Net Banking gateway which is confirmed back to e-Procurement
portal.
(ix)
The page is automatically routed back to e-Procurement portal
(x)
The status of the payment is displayed as “successful” in e-Procurement portal. The
e-Procurement portal also generates a receipt for all successful transactions. The
bidder can take a print out of the same.
(xi)
The e-Procurement portal allows Bidder to process another payment attempt in case
payments are not successful for previous attempt.
C)
RTGS/ NEFT
The bidder shall have the option to make the EMD payment via RTGS/ NEFT. Using this
module, bidder would be able to pay from their existing Bank account through RTGS/NEFT.
This would offer a wide reach for more than 90,000 bank branches and would enable the
bidder to make the payment from almost any bank branch across India.
I.
Bidder shall log into the client e-procurement portal using user id and password as
per existing process and selects the RTGS/NEFT payment option.
ii.
Upon doing so, the e-procurement portal shall generate a pre-filled challan. The
challan will have all the details that is required by the bidder to make RTGS-NEFT
payment.
iii.
iv.
Each challan shall therefore include the following details that will be pre-populated:
•
Beneficiary account no: (unique alphanumeric code for e-tendering)
•
Beneficiary IFSC Code:
•
Amount:
•
Beneficiary bank branch:
•
Beneficiary name:
The Bidder shall be required to take a print of this challan and make the RTGS/NEFT
on the basis of the details printed on the challan.
v.
The bidder would remit the funds at least T + 1 day (Transaction + One day) in
advance to the last day and make the payment via RTGS / NEFT to the beneficiary
account number as mentioned in the challan.
vi.
Post making the payment, the bidder would login to the e-Tendering portal and go to
the payment page. On clicking the RTGS / NEFT mode of payment, there would be a
Page 12
link for real time validation. On clicking the same, system would do auto validation
of the payment made.
D) List of Net banking banks
Sr.no
I.
Name of the bank
Allahabad Bank
Sr.no
II.
Name of the bank
Axis Bank
III.
Bank of Bahrain and Kuwait
IV.
Bank of Baroda
V.
Bank of India
VI.
Bank of Maharashtra
VII.
Canara Bank
VIII.
IX.
Central Bank of India
XI.
Corporation Bank
X.
City Union Bank
Catholic Syrian Bank
XII.
Deutsche Bank
XIII.
Development Credit Bank
XIV.
Dhanlaxmi Bank
XV.
Federal Bank
XVI.
HDFC Bank
XVII.
ICICI Bank
XIX.
Indian Bank
XXI.
Indusind Bank
XXII.
ING Vysya Bank
XXIII.
J and K Bank
XXIV.
Karnataka Bank
XXV.
Kotak Mahindra Bank
XXVI.
Karur Vysya Bank
XXVII.
Punjab National Bank
XXVIII.
XXIX.
South Indian Bank
XXXI.
State Bank of Bikaner and
XVIII.
XX.
IDBI Bank
Indian Overseas Bank
Oriental Bank of Commerce
XXX.
Standard Chartered Bank
XXXII.
State Bank of Hyderabad
Jaipur
XXXIII.
State Bank of India
XXXIV.
State Bank of Mysore
XXXV.
State Bank of Travencore
XXXVI.
State Bank Of Patiala
XXXVII.
Tamilnad Mercantile Bank
XXXVIII.
XXXIX.
United Bank of India
XLI.
XL.
Union Bank of India
Vijaya Bank
Yes Bank
Page 13
1.10
Sl
PAYMENT OF TENDER DOCUMENT FEE AND EMD
Item
Amount
Reference
Bid fee &
Rs. 1000/- & Rs.
The Payment for Tender Document Fee Rs. 1,000/-
eService
1000/-
(Rupees One Thousand Only) and eService Fee Rs. 1000/-
No
1
(Rupees one thousand only (Non refundable) can be made
fee
by eligible bidders / contractors online directly through Debit
Cards & Internet Banking Accounts. Payable before pre- bid
meeting if intending to attend the pre-bid meeting else
payable at the time of online bid submission
2
EMD
Rs. 1,00,000/-
The Payment for EMD Rs.1,00,000/- (Rupees One Lakh
only) can be made online directly through RTGS / NEFT and
the bidder would remit the funds at least T + 1 working day
(Transaction + One working day) in advance to the last day
and make the payment via RTGS / NEFT to the beneficiary
account number as mentioned in the challan.
1.10.1
The Bidders shall have to pay for the Tender documents, EMD Fees & eService Fee of
Rs.1000/- online by using the service of secure electronic payment gateway. The secure
electronic payments gateway is an online interface between contractors and online
payment authorization networks.
1.10.2
The Payment for Tender Document Fee and eService Fee can be made by eligible bidders/
contractors online directly through Debit Cards & Internet Banking Accounts. The Payment
for EMD can be made online directly through RTGS / NEFT and the bidder would remit the
funds at least T + 1 working day (Transaction + One working day) in advance to the last
day and make the payment via RTGS / NEFT to the beneficiary account number as
mentioned in the challan.
1.10.3
The Bidders can submit their tender documents (Online) as per the dates mentioned in the
key dates:-
Page 14
Sr.
Department Stage
No.
Bidder’s Stage
Tender Document
1
-
Download and Bid
Preparation
2
Submission of CDs/DVDs
3
Technical Bid Opening
Start date and
Expiry date and
time
time
20.05.2015 from
04.06.2015
14.00 hrs
upto 14.30 hrs
04.06.2015
04.06.2015
upto 14.30 hrs
upto 17.00 hrs
-
To be informed later
-
To be informed later
Short listing of Qualified
4
bids & Opening of Financial
Bid
1.10.4
The bidders have to complete ‘Bid Preparation & Submission’ stage on scheduled time as
mentioned above. If any bidder failed to complete his/her aforesaid stage in the stipulated
online time schedule for this stage, his/her bid status will be considered as ‘bids not
submitted’.
1.10.5
Bidder must confirm & check his/her bid status after completion of his/her all activities for
e-bidding.
1.10.6
Bidder can rework on his/her bids even after completion of ‘Bid Preparation & submission
stage’ (Bidder Stage), subject to the condition that the rework must take place during the
stipulated time frame of the Bidder Stage.
1.10.7
Further for any clarification on process for e-tendering, the bidders are requested to contact
the service provider at the following:M/s Next Tender (India) Pvt. Ltd.
O/o DGS&D Haryana,
SCO-9,IInd Floor,
Sector-16,Panchkula – 134108
E-mail: [email protected]
Page 15
2. SCOPE OF WORK
2.1.
Background
Haryana Government is placing lots of emphasis on hearing the voice of
citizens. Timely and effective redressal of citizen grievances is highest priority
for Government. In this reference, Government has decided to establish CM Web
Portal with a link for CM Grievances redressal web site for timely and effective
redressal of public grievances.
Government has been implementing a number of welfare scheme through
various Departments/ Organizations under its
administrative
control.
While
some of these schemes are ‘developmental‘ in nature, others relate to benefits
for individual citizens/ residents.’
State
Government
is
increasingly
making
use
of
Information
Communication Technology and is adopting e-Governance. A number
citizen services including grievance management have been identified
&
of
to
be
delivered in electronic mode. However, lack of adequate knowledge about the
Government schemes and the digital divide have been perceived as major
hindrance to the electronic delivery of these services. The Government is keen
to create awareness about all such schemes among residents as also to guide
them regarding the processes involved in availing these services.
2.2
Project Objectives and Scope
Government of Haryana has decided to establish CM Web portal with a
link to CM Grievances Redressal Web Site for redressal of public grievances. This
will be a responsibility of the Information, Public Relations and Cultural Affairs,
department to maintain the same and this department would be overall incharge of development and for implementation of CM Web portal.
It is required to setup a customized toll free number to strengthen
grievance management mechanism. A call centre needs to be run in outsourced
Page 16
mode in order to strengthen grievance management mechanism and to register
grievances on phone. This call centre will also be used to confirm whether the
grievance has actually been redressed or not and to take feedback.
In the beginning, call centre shall have 50 seats and shall operate in
one shift (8 AM – 8 PM) all 365 days a year. Depending on response and
success of call centre, operations may be augmented by adding
In the later stages,
more seats.
call centre functionality would be further
strengthened for registering grievances from citizens on-line.
2.3 Resource deployment process
1) One (1) full time operations manager with at least 5 years of experience in
operations management, selected in consultation with the purchaser, should be
placed by the successful bidder at the head quarters of the purchaser for the
entire duration of the contract. The operations manager shall be responsible
for the administrative supervision and coordination of all centre services and
would work closely with purchaser for reporting, quality control and change in
service delivery.
2) Call centre managers should have adequate relevant experience in managing
operations of such scale as required under this project. The Call Centre should
be manned by the following qualified resources:
3)
Agents:
a. Minimum Qualification: Graduate
b. Training: Soft Skills training of minimum of 4 days and job training of
minimum 6 days (to be arranged by the Bidder)
c. The Bidder needs to do all the necessary verification of the staff
recruited for the Haryana Government and provide report on same.
Page 17
d. Experience
of
1-2
years
in
a
Call
Centre,
or
in
direct
selling/telemarketing in the service industry handling in bound and
outbound calls.
e. Basic computer awareness
f. Good communication and negotiation skills
g. Knowledge in English, Hindi and Punjabi.
h. Preferably having experience in Government related processes.
4)
Team Leads / Quality Leads:
Should be a graduate with at least 4 years of Team lead experience; preferably
having experience in Government related processes.
5) Managers:
Should be a graduate with at least 5 years of Call Centre operations management
experience; preferably having experience in Government related processes.
6) Subject Matter Expert(s):
Should have hands on experience in Government processes for at-least 4 years, to
guide the Call Centre Agents on answering the calls knowledgeably.
7) Number of the resources deployed, by resource category, as part of the
operations shall be done with prior approval of the purchaser.
8) Vendor needs to ensure through backup manpower that there is no significant
impact on the operations in case any resource(s) are on planned / unplanned
leave or long vacations.
9) In case of resignation of a resource, substitution / replacement should be carried
out via a planned transition with at least two weeks of overlap with the existing
individual being replaced.
Page 18
10) Department provides indicative guidelines but bidder can decide the optimal
ratio of agents to team leaders (need to provide as part of technical proposal) to
ensure meeting of SLA requirements taking in consideration enough buffer
resources for managing absence of agents.
Bidder will deploy “Agent to Team Leader Ratio” as 10:1, i.e. there may be one
team leader per 10 agents. Similarly, Bidder will deploy sufficient numbers of
quality control
teams, training and management teams to ensure that the SLA
parameters are met.
The Bidder should ensure that key profiles such as Account Manager, Contact
Centre Operations Head, and Technical Lead are retained for first six months of
Contact Centre operation or in case of transfer, discontinuation of engagement,
to be replaced with persons of equivalent skill set and experience with
appropriate and sufficient knowledge. Handover sessions to ensure that there is
no discontinuity in services
2.4 Role of Vendor
2.4.1 Setup, operate and maintain Call Centre
a. Single Point of contact for citizen
Haryana Government intends to engage with a voice based call centre which will
act as “Single Point of Contact” for all citizens who approach it. The call centre
solution would be a single location citizen contact solution which will handle Inbound as well as out bound services. The successful bidder will subscribe to and
provide the telephone lines to the call centre. The lines will be accessible across
India via multiple telephone networks on a single toll – free access number. The
usage charges for the telephone lines will be paid by the successful bidder and shall
be included in the per seat cost quoted for this RFP.
Call centre will be based on a fully outsourced model i.e. all aspects of call centre
including but not limited to infrastructure (including real estate, Technology (Call
Centre technology and all software e.g. CRM) and Manpower would be outsourced.
Page 19
Call centre would need to be setup preferably in Chandigarh / Panchkula area. If this
is not feasible, bidder can propose a location in Delhi / NCR area. Operations from
any other location far from Northern India will not be considered.
b. Multi-model call entry
Call centre should also have a ready solution for entry of grievances & complaints in
an offline mode for the application received by the Grievances department by
applications or from twitter, facebook and other social media.
C. Language Support
The call centre shall be able to respond in Hindi and English and agents should be
able to effectively serve citizens from different parts of the State.
d. Operational days
The call centre will be operational for 7 days a week all 365 days of year while the
hours of operation will be 8 AM to 8 PM. It is bidder’s responsibility to ensure agent
availability for the time period mentioned (100% availability of agent for 12 hours (8
AM to 8 PM) per day) Department expects to scale up the operations (16 hrs. later)
depending upon the requirements in the following years.
e. Training Responsibility & Duration
Training to the agents will be provided by the bidder in consultation with
department. The expected duration for the training is 10 days. Based on the training
needs, call centre firm will have to develop the training material and get it approved
from department. The firm will have to maintain a repository of the training
material and will have to train all agents taking into account possible attrition and
addition in their numbers.
Trainings which are not related to functionality of the process and client
applications will have to be provided by the call centre firm itself; this will
include soft skill training, technical training on general application usage and
applications provided by the call centre firm.
Page 20
f. Call Centre Technology
The vendor is expected to deploy the latest technology in the proposed Call
Centre solution providing Desktop PC for each seat, internet on all
PCs,
conferencing facility and hot button on all telephone sets, head phones
each agent, centralized air conditioning, UPS in hot stand by
for
mode and 100
percent power backup.
Facility should broadly be meeting following requirements:
i) Interactive Voice Response (IVR) Menu System
 Receive all inbound calls on the telephone number specified and prompts the
callers to make their selection(s)
 Identify customer through CLI and support intelligent call routing (data from
operators/ Government departments will not be provided). Firm will have to
build its own data base of beneficiaries / residents over a period of time through
calls received.
 Provide an easy to configure system that enables the users to change the IVR tree
with no hard coding.
 Support messages scheduling.
 The IVR solution must be capable of capturing usage details of each caller as the
caller goes through with the call. The IVR solution should have an interface
through which usage details can be shared with other solutions.
 The IVR must integrate with the rest of the proposed solution to provide seamless
call centre performance
ii) Automatic Call Distribution (ACD)
ACD system shall have the following functionalities:
 Perform call distribution and routing to the agent on “longest idle time” basis
 Queuing or holding the call for an agent if none is immediately available
 Provide the capability of combining data with the Interactive Voice Response
(IVR)
 Menu system that can intelligently route calls.
Page 21
 Provide highly configurable system for adding/removing users, assigning users to
different queues and defining skill sets
 Keep callers informed as to the status of the call and provide information to
callers while they wait in queue
 Skill Based Routing and other intelligent routing methods
 Be designed such that it can handle high call volumes efficiently
 Support multiple groups for all call types
 Support the relaying of the information messages (marketing messages) to voice
 Have real time display features on digital phones
 Give unique identification of each Agent
 Trace malicious calls
 Contain monitoring and reporting tools for supervisor position
 Seamlessly integrate with the PBX.
 Have extensive reporting capabilities including but not limited to: Queue analysis
reports such as total number of calls, total talk time, average call time, average
speed of answer, abandoned call rate, average delay before abandon, average
hold time Agent reports such as Login, Logout time, Idle time, average speed of
answer, average handling time, number of Dropped Calls
iii) Computer Telephone Integration (CTI)
 The CTI functionality shall support relevant screen pop-ups on the agents screen
on the basis of CLI (Caller Line Identity), ANI (Automatic number identification),
DNIS (Dialed number identification sequence)
 The CTI shall be suitably integrated with the CRM and other applications used by
the Call Centre to send/receive data which needs to be populated on agent
screen.
 The CTI shall enable a computer application to take control of the call flow
inside the Switch/EPABX & also allow the computer application to decide the
most suitable action / agent for an incoming call
 On transferring the call to another agent the screen too should be transferred to
that Agent’s screen.
Call events should be handled from the system such as
hold, retrieve hold, conference, transfer etc.
Page 22
 The CTI link shall pass events & information of agent status & changes in agent
status as well as incoming calls to the computer applications
iv) Dialer
 A predicative dialler for outbound calls would be required; it should also be able
to support specific programs if being run for the target segment.
v) Call Logger/ Recording
 The voice logger system shall provide recording of all inbound as well as
outbound calls. 100% recording of calls and approximately 20% of agent screen
action recording (for critical inputs) is to be provided. The recording should
contain detailed call information and the solution must provide advanced search
capabilities
 The recordings shall contain detailed call information including the entire
recorded call, as well as the date, time, call duration, agent ID, called / caller
number and unique identifier etc.
 Calls shall be stored for 30 days and shall be securely archived for at least one
year thereafter. The archival media(tapes) will be provided by the firm.
Wherever, TRAI mandates (subscription based services) storage for one year, call
centre would have to maintain the same.
vi) Call Centre Application
Call centre application should have following features:
 Support Ticket with all related data logging and tracking and show all subsequent
responses to a particular ticket number in thread view on same screen.
 Indexing and meta-tagging of all information like FAQ, schemes related data etc.
 Enable Managers / Supervisors to monitor the overall performance of the Call
Centre agents.
 Call centre application must also interface with Haryana Government
Applications to retrieve information which would be required by the agent.
 Integrate with the CTI and should be able to pull IVR usage details of the caller
including all options selected by the caller and all details entered by caller from
the time the caller reaches an agent. Agent should be able to log and track
Page 23
each ticket. Information on the escalated tickets should also be made
available as and when required by the agent.
vii) Information, Complaint processing and satisfactory complaint disposal:
All Complaints on receipt (in later phase once complaints are also lodged via call
centre) should be informed by email and SMS within 4 Hours to the concerned
officials or any other authority specified by the Department. All complaints will
be processed by authorized persons of the Department in a time bound manner.
It will be vendor responsibility to develop a proper monitoring mechanism in
consultation with the Haryana Government to ensure that all the complaints are
processed without undue delay. Pending complaints should be regularly flagged
for review for immediate disposal by the competent authorities. If required,
Bidder has to provide application login to all concerned disposal officers across
Haryana over internet.
The concerned authorities should be regularly reminded regarding pendency of
their complaints and a regular list of such authorities where complaints are
pending should be made available by the system as a part of the escalation
process. All these reports would be used for analyzing the nature of complaints,
severity levels and various other analytics to be carried by the call centre to
make this service more effective.
For transparency & caller satisfaction, at different stages (ticket generation,
complaint resolution) of compliant disposal, system should send an automated
message at the caller number with details of ticket (number, expected time of
resolution etc.) and its resolution, if any.
Note: Cost for hosting of the call centre application, if required, will
be borne
by the firm.
Page 24
viii. Customer relationship management application (CRM)
Call Centre firm shall deploy its own Customer Relationship Management (CRM)
software, customized as per department requirement; to take care of all the
services required to be undertaken by the agents.
The CTI/ CRM functionality shall support relevant screen pop-ups, on the agents
desktop on the basis of CLI, DNIS (Dialed number identification
sequence)
etc.
The agent application shall be GUI based.
Agent shall capture details on the CRM for every call/application, (the list
below is
indicative and not exhaustive)–
Inbound Call
i. CRM will capture the caller’s complete information like
AADHAAR, name, address, district, mobile number, additional
number if any.
ii. CRM to have two options if only a query then the call would
go to information cell, its CRM should have FAQ ready for the
agent to respond to the concerned query. If a grievance then
the agent will have to go ahead and lodge the grievance with
one of the established portals of the Government. An SMS with
grievance number will go to the customer.
Iii. CRM to capture information about all officers. After lodging
a grievance outbound agent will escalate the complaint to
concerned officer. Depending on the problem type, area and
district that grievance belongs to, SMS will also go to
concerned officer.
iv. CRM to maintain Escalation process. All the, information to
be fed in the CRM against the grievance.
Page 25
v. CRM will send the closing SMS to the caller who has lodged a
grievance.
i. Whom did they call ?
Outbound Calls
ii. Process specific information (as specified by the
Department)
iii. CRM should have the facility that it should capture the
numbers of all concerned officer staff in the system and map
them with the type of complaints, district and area they are
responsible for.
iv. CRM will also have the facility to update and add the officer
or staff mobile number.
Application (Hard
i. Names and details about the caller
Copy) received by
the Department
ii. Which region/ district did the application came from?
Iii. Which scheme is the query for?
iv. What is the kind of the query?
(Complaints/Grievance/other)
CRM shall also support report generation on any of the details captured and
show the report in threading view.
2.4.2. Integration with external applications
a. Grievance management is a focus of all Government departments and
various
departments
have
taken
individual
initiatives
for
grievance
management. Some departments have their own grievance management
applications for this purpose with interface on their websites, some
departments have provided toll free number for citizen to call in.
Page 26
b. There also is an integrated grievance management application developed by
NIC which is used by many departments for grievance management.
c. Government is setting up a CM web portal with interfacing to grievance
management application developed by NIC for effective grievance handling
and monitoring mechanism.
d. This needs to the strengthened by call centre services to be provided as
defined in scope of this RFP. Initially, call centre would be used by citizen to
track status of their grievances. Call centre agents may push this status from
respective application and appraise updated status to citizen. Similarly, on
successful redressal of grievance, individual application may push
back to call centre agent who can update status to citizen,
status
take feedback
and pass it back to CM Web portal / respective administrative
department
for future corrections.
e. There are other citizen service applications being developed in state e.g.
SSDG, IVISS. Haryana Government is also setting up CSC (Common Service
Centres) for delivery of citizen services. In future, interfaces need
to
be
provided with these applications for pushing grievances and details of
services delivered to call centre so that call centre agents can help citizens
track
status
conveniently
and
to
take
their
feedback
for
future
improvements in service deli very.
f. Many of these applications are in different stage of roll-out ant it is not
possible to define all interfaces up-front. For the sake of estimation while
providing cost estimate in commercial bid, bidder may consider generic 2way interface with an external web application with centralized database
using integration mechanism (e.g. web service, API or file sharing in batch
mode) and provide unit rate for one typical integration considering security
and other integration considerations in mind. Integration would be typically
for pulling status of grievance, pulling detail of service delivered for
feedback, pushing feedback and in later stages pushing grievances captured
from call centre. While providing estimate, bidder should consider complete
Page 27
interfacing lifecycle including analysis,
requirement analysis, design and
development and testing.
2.4.3. Requirement study, design and development
Vendor shall conduct a detailed assessment of the Call Centre requirements
provided in the RFP and shall develop the System Requirement Specifications
in consultation with the Government of Haryana.
Broadly following need to be assessed:
a. Call centre operational and quality requirements
b. Vendor shall customize existing or develop a Customer Relationship
Management application that is suitably integrated with the Computer
Telephony Integration functionality in the Call Centre.
c. Vendor shall build a FAQ database for Call Centre agents by conducting a
study of similarly projects, this should be continuous process.
d. Vendor shall build a knowledge bank of information for various department
and other stakeholders knowledge repository will have a user interface and
shall be used by the Call Centre agents when handling calls.
e. Vendor shall design and develop the required Interactive Voice Response
System flow in consultation with the department.
f. Each interfacing with third-party application will need a detailed functional
and technical study, interfacing with internal and external vendors and
development method.
2.4.4. Testing
a. Vendor shall design the software testing strategy and Plan including
traceability
matrix,
Test
Cases
and
conduct
testing
of
various
components of the software developed/customized for Call Centre
operations. The software
Testing,
testing shall include Unit Testing, System
Performance Testing, Integration Testing etc.
Page 28
b. The
basic
responsibility
of
testing
the
system
rests
with
the
Implementation Agency.
c. Department shall also conduct User Acceptance Testing.
d. In case of involvement of Third Party testing agency by Department,
vendor will provide complete support to the third party testing
agency.
2.4.5. Audit
Department shall appoint / use services of a third party audit agency to
conduct scheduled and unscheduled quality audits on a regular basis. Vendor
to provide complete support to the third party audit agency. Deficiencies
figured out in these audits shall be rectified by vendor at no additional
cost.
2.4.6 Documentation
Vendor shall prepare and maintain the required documents including Project
Plan, System Requirement Specifications, System Design Document, Test
Plan and Cases & Results, Security Policy etc. As per acceptable standards.
Page 29
2.4.7. Operation and Maintenance
i. Internet Connectivity
Internet connectivity is required to access e-mails and client applications.
ii. Business Continuity / Disaster Recovery
Business continuity / Disaster recovery solutions to be provided and telecom
infrastructure level to be kept high enough to ensure that the Uptime SLA is met. It
is critical to ensure that the records are not lost. The Bidder should have proper
Business continuity and Disaster Recovery Plan and processes in place. Reduced
infrastructure for BCP / DR site
would by specified by the bidder. RPO / RTO to
be considered is 8 hours
Iii. Scalability
The vendor must provide infrastructure that is vertically and horizontally
scalable beyond the initial requirement of 50 agents.
iv. Information security & Privacy
a. The systems shall be designed in a way that guarantees that information
is collected directly from the caller, and shall only be used for the
specific purpose for which it was collected. Privacy of citizen information
guidelines shall be made available to Call Centre agents to ensure that
callers are told how their personal data will be used, and that they be
given the chance to access the information and to correct it, if
necessary.
b. System must maintain log including date, time, terminal number of each
operation.
c. The
call
centre
shall
provide
the
requisite
Network
Security
infrastructure comprising of Firewalls, Intrusion Detection System (IDS),
Intrusions Prevention System (IPS) and an Anti-Virus system
d. Anti-virus system and personal firewall shall be installed on all agent and
supervisor workstation
Page 30
e. Access to all physical locations such as server rooms and agent floor shall
be restricted to authorized personnel using suitable physical security
measures
f. There shall be a complete and comprehensive security from unauthorized
access and misuse.
g. The system shall support encryption of data during exchange both with
internal and external systems. Data stored on call centre’s systems shall
also be encrypted using enterprise grade encryption.
h. All data and information collected and accessed by the call centre is owned
by the Department and shall not be used for any other purpose than for
delivering call centre services.
i. The department reserves the right to appoint third parties to audit
information security procedures, processes, systems put in place by the call
centre at any time without giving prior notice
j. The call centre shall not carry and/ or transmit any written material,
information, layouts, diagrams, storage media (hard disk/ tapes) or any other
goods/ materials in physical or electronic form, which are proprietary to or
owned by the department out of Call Centre premises without prior written
permission from the Department.
k. Call Centre acknowledges that all data and other proprietary information or
materials, whether developed by department or being used by department
pursuant to a license agreement with a third party (the foregoing collectively
referred to herein as ― proprietary information) are confidential and call
centre agrees to use reasonable care to safeguard the proprietary
information and to prevent the unauthorized use or disclosure thereof. Call
centre recognizes that the goodwill of Department depends, among other
things, upon call centre keeping such proprietary information confidential
and that unauthorized disclosure of the same by call centre could damage the
reputation of the Department
l. Call centre shall, upon termination of this agreement for any reason, or upon
demand by Department, whichever is earliest, return any and all information
provided to call centre by Department, including any copies or reproductions,
both hardcopy and electronic.
Page 31
m. The resources allocated to provide call centre services to the GoH (e.g.
Agents, Telephone lines and other equipment shall only be utilized to deliver
call centre services to the GoH), no sharing of resources with other services
may be done which may interfere with the service delivery to the GoH.
v. Security and Privacy
a. Support encryption of data during exchange internally and with external systems.
b. System should support Forced password change, Dual user authentication, Display
last login/logout, Failed login attempts, Inactivity time out, No concurrent login,
Block/delete/relocate users
c. System must comply with IT Security configurable requirements e.g. Password
criteria restrictions, Password Length (Minimum and Maximum), Password
change interval, Password change history (password cannot be
repeated),
Login session timeout, Disallows concurrent login sessions, Account inactivity
period before account lockout , Allows password encryption during transmission
vi. Campaign Management
Should have the capability of management and execution of effective outbound
calls involving campaigns and calling back to citizens. Should have the capability
to monitor & generate reports of outbound call activity.
vii. Facility Management
The Department intends that the contract which is contemplated herewith with
the successful bidder shall be for a period of 3 years from the date of full
operationalization of call centre (after completion of User Acceptance Testing)
and shall cover all the services as per the scope of this RFP. All hardware
management, system administration, software maintenance & support in this
outsourced contract will be managed by the successful bidder at no additional
cost to the HARTRON/Department.
The price finalized shall remain valid for a period of 36 months from the date
of full operationalization of the call centre.
Page 32
Viii. Operational Reporting Requirements
a. The call centre solution shall provide for extensive reporting capabilities. The
user interface for reporting tools shall be online and GUI based. The system shall
generate various statistical reports (hourly, daily, monthly), based on Call
completion of agent position/groups.
b. The call centre Bidder shall provide advanced analytics and dashboards in
electronic format which is end-user specific, periodic (daily, weekly, monthly,
quarterly) and multi-level (serves various levels of Department).
c. An indicative list of reports needed to be supported includes:
d. Reports to provide evidence of meeting all SLA requirements
e. Average time taken to answer the call for calls serviced through Agents
f. Maximum time in queue for each type of service & Longest Delay before answer
g. Number of call abandoned for a defined time period & Abandoned Call Rate
h. Number of calls answered for a defined time period & Average Talk Time
i. Number of calls made for a defined time period
j. Average Delay Before Abandon
k. Longest Delay Before Abandon
l. Total number of calls landed in the system, offered to the agents, answered by
the agents within norms, abandoned by the caller, for a given user defined
period.
m. Average and total number of calls in a queue
n. Average and total number of unanswered calls
o. Agent activity reports, both real-time and historical
p. Average and total number of free agents
q. Average and total call duration for different agents
r. Average and total queuing time
s. After Call Work (Wrap Up)
t. Root cause analysis of most frequent (e.g. Top 10) queries/complaints
u. Analysis of trends in queries/complaints
v. Report will be provided on how many calls came in and how many were
information queries and how many were grievances related.
w. Grievance number, grievance type, creation date and resolve date, average
resolution time.
Page 33
x. Grievances escalation report. System shall support call-by-call reporting. The
successful bidder and department will mutually agree on the format of the
reports to be submitted by the successful bidder. If department requests the
successful bidder to provide customized reports, the successful bidder will
provide customized reports at no cost. The reporting tool shall be capable of
exporting report details into various formats such as MS Excel, MS Word etc
ix. Audit Trail
a. There should be a comprehensive audit trail detailing every user activity
including system/security administrators with before and after image.
b. Audit trails presented by the system should be very detailed with all the related
fields, such as User ID, time log, changes made before and after, Machines ID
etc.
c. Facility to generate security report(s) and audit the whole process from logs
reports at any future date.
d. System should have a special interface for limited users of Government and third
party auditors appointed by the Department where access to all data would be
allowed without any modification or change permission.
e. The system should have complete audit trail of any changes to the system e.g.
alert generated, system configuration etc.
f. The system should not allow audit log to be deleted and any attempts to delete
must be logged.
g. The system should have the following standard reports:
List of users, user privileges and status
User sign-off and sign-on
User violation – unsuccessful logon attempts
User additions, amendments and deletions with before & after image
x. Exit Management
The bidder is expected to perform Exit management at the end of the
Operations and maintenance phase or on termination of contract due to any
reason. As part of exit management the bidder has to migrate the hardware
Page 34
stack and software stack to Haryana State data centre (HSDC) or any other
data centre as provided by department.
Bidder will share source code for software with department and would not
be eligible for any reimbursement.
The exit management shall commence in a manner that the handover is
completed by the end of operations and maintenance phase. The bidder
shall also provide Exit Management plan clearly specifying the duration and
activities required for such transition/migration. In case of premature
termination of contract, the bidder shall initiate exit management and shall
carryout all operations till the time handover to the new designated team is
completed. During such transition/migration phase it is also to be ensured
that there is no service down time.
The bidder shall provide handholding support/overlapped operations for a
period of 3 months with the new entity who is going to manage the call
centre services.
Page 35
3. INSTRUCTION TO BIDDERS
3.1.
Introduction
I.
HARTRON invites the eligible parties for appointment as service provider for
call centre services as specified in the Scope of Work Section of this RFP.
II.
Bidders are advised to study this RFP document carefully before submitting
their proposals in response to this notice. Submission of a proposal in
response to this notice shall be deemed to have been done after careful study
and examination of this document with full understanding of its terms,
conditions and implications. Failure to furnish all information required as
mentioned in the RFP documents or submission of a proposal not
substantially responsive to the RFP documents in every respect will be at the
Bidder's risk and may result in rejection of the proposal.
III.
All proposals submitted in response to the RFP document must be
accompanied by an EMD of Rs. 1,00,000/- (Rupees One Lakhs Only). The
Payment for EMD Rs.1,00,000/- (Rupees One Lakh only) can be made online
directly through RTGS / NEFT and the bidder would remit the funds at least T
+ 1 day (Transaction + One day) in advance to the last day and make the
payment via RTGS / NEFT to the beneficiary account number as mentioned in
the challan.Bids submitted without adequate EMD will be liable for rejection.
3.2.
Compliant Proposals / Completeness of Response
I.
Bidders are advised to study all instructions, forms, terms, requirements and
other information in the RFP documents carefully. Submission of the bid shall
be deemed to have been done after careful study and examination of the RFP
document with full understanding of its implications.
II.
Failure to comply with the requirements of this paragraph may render the
Proposal non-compliant and the Proposal may be rejected. Bidders must:
a. Include all documentation specified in this RFP;
b. Follow the format of this RFP and respond to each element in the order as
set out in this RFP
c. Comply with all requirements as set out within this RFP
Page 36
3.3.
Language of the Bid
The bid as well as all the supporting documents relating to the bid exchanged
by the Bidder and the Purchaser shall be written in English language.
Supporting documents and printing literature furnished by the Bidder maybe in
another language provided they are accompanied by an accurate translation
of the relevant passages in the English language
3.4.
Bid Validity
The offer submitted by the Bidders should be valid for minimum period of 180
days from the date of submission of Tender.
3.5.
Pre-bid Meeting & Clarifications
The pre bid meeting of all the intending bidders would be held at the
scheduled date and time as indicated in the “Schedule of Bid process”
subsection. Intending bidders may submit their queries or suggested suitable
modifications in the format defined in Annexure ”G” The bidder shall submit his
queries via e-mail to the address as mentioned in the “Schedule of Bid
process” subsection. Purchaser will communicate such changes that are
accepted to all the intending bidders. These would be available at the
purchaser’s website (www.hartron.org). All such changes will become a part of
this document and binding on all the bidders.
3.6.
Right to Terminate the Process
I.
Purchaser may terminate the RFP process at any time and without assigning
any reason. Purchaser makes no commitments, express or implied, that this
process will result in a business transaction with anyone.
II.
This RFP does not constitute an offer by Purchaser. The bidder's participation
in this process may result purchaser selecting the bidder to engage towards
execution of the contract.
Page 37
3.7.
Submission of proposals
The bids shall be submitted Online in three separate envelopes:
•
Envelope 1: Pre-Qualification Bid
•
Envelope 2: Technical Bid
•
Envelope 3: Commercial Bid
Bidder must ensure that the information furnished by bidders in respective
CDs/DVDs is identical to that submitted online. In case of any discrepancy observed
by purchaser in the contents of the CDs/DVDs and online bid, the information
furnished online bid will prevail over the soft copy.
3.8.
Late Bids
I.
Bids received after the due date and the specified time (including the
extended period if any) for any reason whatsoever, shall not be entertained.
II.
The bids submitted by telex/telegram/fax/e-mail etc. shall not be considered.
No correspondence will be entertained on this matter.
III.
Purchaser shall not be responsible for any postal delay or non-receipt/ nondelivery of the documents. No further correspondence on the subject will be
entertained.
IV.
Purchaser reserves the right to modify and amend any of the above-stipulated
condition/criterion
depending
upon
project
priorities
vis-à-vis
urgent
commitments.
3.9.
Disqualification
The bidder would be disqualified at any time during the bid process at the sole
discretion of the purchaser, for the following reasons:
I.
Submitted the bid after the response deadline;
II.
Made misleading or false representations or suppressed relevant information
in the bid proposal (including documents, forms, statements, attachments,
presentations, etc.) submitted as proof of the eligibility requirements or as part
Page 38
of their proposal;
III.
Failure to meet any of the eligibility criteria as mentioned in the RFP.
IV.
Submitted a proposal that is not accompanied by required fee / EMD as
necessary;
V.
Failed to provide clarifications, non-responsive and/or substantive responses,
when sought;
VI.
Blacklisted by the Government of India (“GoI”), State Government or any other
Government owned agency including quasi-Government sector organization
or company, for corrupt, fraudulent practices or reasons related to nonperformance in an engagement on the date of opening of bid.
3.10.
I.
Evaluation Process
Purchaser will constitute a Proposal Evaluation Committee to evaluate the
responses of the bidders.
II.
The Proposal Evaluation Committee constituted by the purchaser shall
evaluate the responses to the RFP and all supporting documents/
documentary evidence. Inability to submit requisite supporting documents/
documentary evidence, may lead to rejection.
III.
The decision of the Proposal Evaluation Committee in the evaluation of
responses to the RFP shall be final. No correspondence will be entertained
outside the process of negotiation/ discussion with the Committee.
IV.
The Proposal Evaluation Committee may ask for meetings with the Bidders to
seek clarifications on their proposals.
V.
The Proposal Evaluation Committee reserves the right to reject any or all
proposals on the basis of any deviations.
VI.
Each of the responses shall be evaluated as per the criterions and
requirements specified in this RFP.
Page 39
4. CRITERIA FOR EVALUATION
I.
The overall objective of this evaluation process is to select the capable and
qualified firm in the business domain of call centre services.
II.
First the Pre-Qualification Proposal will be evaluated and only those bidders
who qualify the requirements will be eligible for next set of evaluations.
Technical Proposal and Commercial Proposal of Bidders who do not meet the
Pre-Qualification criteria will be returned without opening.
III.
A consortium of companies is not eligible to participate.
The technical score of all the bidders would be calculated as per the criteria
mentioned below. All the bidders who achieve at least 65 marks in the
technical evaluation would be eligible for the next stage, i.e. Financial Bid
opening.
IV.
V.
4.1
Sno.
Proposals of Companies would be evaluated as per Technical Evaluation
Criteria. Agencies / firms should clearly indicate, giving explicit supporting
documentary evidence, with respect to the above, in absence of which their
proposals will be rejected summarily at the qualification stage itself.
Pre-Qualification Criteria
Criteria
Supporting Documents
Bidder should be registered under the Indian
Companies Act 1956 are eligible or a partnership
1
firm registered under the Partnership Act, 1932 or
Certificate of Incorporation.
registered under LLP Act, 2008. Partnership and
Proprietorship firm are not allowed in case of
consortiums
The bidder should have been in operation for at
Certificate of Incorporation or
th
2
least 5 years as on 31 March 2015 as evident by
Commencement
of
the certificate of Incorporation and Certificate of
issued
Registrar
Commencement
Companies, India or sales tax
of
Business
issued
by
the
by
the
Business
of
Registrar of Companies, India
certificate or certificate issued by
or sales tax certificate
any other government authority
Page 40
Sno.
Criteria
Supporting Documents
or certificate issued by any other government
authority
The
3
bidder should not currently have been
Undertaking from the authorized
blacklisted by any Government Agency in India or
signatory of the bidder (as per
under a declaration of ineligibility for fraudulent or
format given in Annexure ‘B”)
corrupt
practices
or
inefficient/
ineffective
performance.
a) The bidder should be a profit making
company at least in two out of the last three
•
bidder
should
have
a
minimum
turnover (from call centre services) of 5
4
•
Report
Statutory
(i.e. 2011-12, 2012-
call
centre
of
a
government
•
years for minimum
Annual
and
Certified
Auditors
of
the
Undertaking from the current
bidder.
50 agents per client at any
single location
and
authorized signatory of the
department/PSU/Telecom Operator for the last 2
5
Financial
bidder.
13, 2013-14).
The Bidder should have been in business of
the
Annual
statement from the Current
of at least 4 Crore (Five Crore) for the last
running
Audited
Statements
previous three years and average turnover
running a Call Centre for at least 3 years and
the
bidder.
Crore (Five Crore) in at least one of the
three financial years
from
authorized signatory of the
financial years ending 31st March 2015.
b) The
Certificate
•
Client
Certificate
and
citations
6
The bidder should have Service Tax Registration
and PAN No.
•
Certified copy of service tax
registration and PAN number.
Note: 1) Please fill the details for compliance requirements as provided in Annexure-‘G’
2) Consortium way of bidding and subcontracting will not be entertained.
Page 41
4.1.
Technical Qualification Criteria
I.
Technical proposal of the bidders will be opened and evaluated who meets and
qualify all the prequalification criteria.
II.
The evaluation committee will evaluate the Technical Proposals on the basis of
the technical evaluation criterion as provided below.
S. No
Criteria
Marks
1
Past Experience
15
Past experience in call centre services similar to the requirements described in the
“Scope of Work” section of this RFP. ( maximum of 3 projects)
15
Weight-age to services provided from Chandigarh / Panchkula region
2
3
4
Project understanding & technical strength
40
Quality of Technical bid document (Bidder's understanding & responsiveness)
10
Proposed plan for call centre setup and facility (Network diagram, make, model
and configuration of equipment, backup strategy, infra layout, design and
dimensions of each seat, description of air conditioning & power backup, proposed
call flow architecture and associated processes, premises for call centre (lease
status, location, quality)
10
Call Centre / CRM software demonstration (Technology, methodology & plan for
development & hosting for CRM agent, MIS and other modules)
10
Proposed Business continuity plan for all scenarios (including but not limited to
power failure, equipment failure, server crash, desktop crash, network failure etc.),
DC and DR details
5
Approach and Methodology for integration with external applications
5
Adequacy and Quality of Resources proposed for Deployment
35
Team Structure, Pool of resources, detailed resource deployment plan and details
in time schedule for execution (with diagram)
10
Monitoring tools / methods, remote monitoring, training facilities, Quality methods,
expansion capacity of facility
10
Indicative resource profiles & optional interview of selective resources
15
Clarity of understanding, overall merit of proposal, unique value
propositions based on presentation / demo
10
Total Points
100
Page 42
4.2.
Technical Bid Evaluation
I.
The Technical Evaluation of the responses of the Bidders would be scrutinized
based on Technical criteria set in this RFP.
II.
The Technical evaluation shall involve:
(a) Paper-based evaluation of the Technical Bids
(b) Technical Presentation by Bidders
(c) Call centre tool demo and optional integration methodology display with
simulated third party applications
(d) Brief interaction with key resources of proposed team
(e) Demonstration of CRM and other software components
III.
Paper-based evaluation of technical bids (#ii(a) above) would be done on following
parameters as per detailed technical presentation / document submitted by the bidder:
(a) Call Centre Capability containing solution Proposed for the requirements
illustrated in the RFP
(b) End to End to solution on how desks would be set up to cover all the
requirements
(c) Implementation plan with milestones and responsibilities, risk mitigation
factors
(d) Technology solution
(e) Operational reporting capabilities and proposed relevant reports
(f) Solution Implementation capability
(g) Implementation Details:
(h) Time-frame and Project Implementation Plan including phasing
(i) Man power availability (Hindi and English language capabilities)
(j) Details of location / centre proposed to house the Call centre
(k) Size of operations – Inbound/ Outbound
(l) Kinds of processes to be run from the location
(m) Infrastructure
details
of
the
location
–
Power
backup,
Telecom
infrastructure, Physical security
(n) People at the location – Profiles of the centre head, Program manager,
Team leader, Quality of personnel
(o) Credentials
Page 43
(p) Key Value Propositions
(q) SLA management plan including the tools used to measure SLAs and
methods for improving SLA adherence
(r) Data Security factors including reference checking process, training
approach, non-disclosure agreements, compliance with relevant policies,
technical measures and other security infrastructure like access cards,
CCTV etc.
IV.
4.3.
Based on the ‘Evaluation Parameters’ as tabulated above, the bidder’s
technical proposal shall be evaluated. For the purpose of detailed technical
evaluation, technical marks shall be awarded based on the detailed evaluation
criteria. The technical marks shall then be converted into Technical Score (ST)
in percentage. 1 Technical mark corresponds to 1 Technical Score in
percentage. Technical Score (ST) in percentage shall be computed for each
bid. It is mandatory for Bidders to secure minimum qualifying score of 65%,
out of the maximum Technical Score in order to be shortlisted as a Technically
Qualified Bidder (TQB) and for further evaluation in subsequent stages,
namely, commercial bid evaluation.
Commercial Bid Evaluation
I.
The Financial Bids of technically qualified bidders (i.e. above 65 marks) will be
opened on the prescribed date in the presence of bidder representatives.
II.
Prices should be quoted as per the format defined in sub section 18.1.1 of
Annexure “A”.
III.
The bid price will include all taxes and levies excluding service tax and shall
be in Indian Rupees.
IV.
Any conditional bid would be rejected.
V.
If there is no price quoted for certain material or service, the bid shall be
declared as disqualified.
VI.
Based on the Evaluation Criteria mentioned in the following clause, a
Commercial Bid score (SC) in percentage shall be assigned to each Bid.
Page 44
VII.
Commercial Bid Score (SC) in percentage for each Bid shall be computed as
follows:
SC = 100% x (CL/ P); Where:
• P is the Total Bid Price quoted in the Bid under consideration
• CL is the value of lowest Commercial Bid”
VIII.
QCBS Evaluation
(a) The Evaluation Methodology proposed to be adopted by the Purchaser will be
Quality cum Cost Based System (QCBS) method of evaluation where
Technical Bid Score will get a weightage of 70% (denoted by T) and
Commercial Bid Score a weightage of 30% (denoted by C).
(b) Description of variables used:
•
ST is the Technical Score for each Bid as calculated out of 100%
•
SC is Total Commercial Score (normalized) for each Bid
(c) Bids will be ranked according to their combined Technical Score ST and
Commercial Score SC using the weights (T = the weight given to the
Technical Bid; C = the weight given to the Commercial Bid; T + C = 100%).
(d) Total Score (TS) for each Bid shall be computed as follows:
TS = ST x T% + SC x C%
The Bid, that obtains the highest Total Score (TS) value, will be rated as the
Best Evaluated Bid.
(e) In case two or more bids obtain equal total score, the bid with the higher
technical score would be rated as the Best Evaluated Bid.
Page 45
5. APPOINTMENT OF VENDOR
5.1.
Award Criteria
The Best Evaluated Bidder according to QCBS evaluation will be considered
first for award of contract by the purchaser.
5.2.
Right to Accept Any Proposal and To Reject Any or All
Proposal(s)
Purchaser reserves the right to accept or reject any proposal, and to annul the
tendering process / Public procurement process and reject all proposals at any
time prior to award of contract, without thereby incurring any liability to the
affected bidder or bidders or any obligation to inform the affected bidder or
bidders of the grounds for purchaser action.
5.3.
Notification of Award
I.
Prior to the expiration of the validity period, purchaser will notify the successful
bidder in writing or by fax or email, that its proposal has been accepted. In
case the tendering process/ public procurement process has not been
completed within the stipulated period, purchaser may request the bidders to
extend the validity period of the bid.
II.
The notification of award will constitute the formation of the contract. Upon the
successful bidder's furnishing of Performance Bank Guarantee, purchaser will
notify each unsuccessful bidder and return their EMD.
5.4.
Contract Finalization and Award
High power purchase committee of the state is the competent body to
authorize the award and such award shall be subject to the norms applicable
by the state.
5.5.
Performance Guarantee
I.
The successful Bidder/Bidders shall at his own expense deposit with
organization, within fifteen (15) days of the date of notice of award of the
contract or prior to signing of the contract whichever is earlier, an
unconditional and irrevocable Performance Bank Guarantee (PBG) from a
Nationalized bank/Scheduled Bank acceptable to Authorized Representative,
Page 46
Purchaser, payable on demand, for the due performance and fulfillment of the
contract by the Bidder.
II.
The performance guarantee shall be denominated in Indian Rupees and shall
be by bank guarantee.
III.
This Performance Bank Guarantee will be for an amount of 10% of contract
value. All charges whatsoever such as premium, commission etc. with respect
to the Performance Bank Guarantee shall be borne by the Vendor.
IV.
The Performance Bank Guarantee shall be valid up to 3 months after expiry of
the validity of the contract.
V.
5.6.
In the event of the vendor being unable to service the contract for whatever
reason, the Purchaser would revoke the PBG. Notwithstanding and without
prejudice to any rights whatsoever of the organization under the Contract in
the matter, the proceeds of the PBG shall be payable to the organization as
compensation for any loss resulting from the vendor’s failure to complete its
obligation(s) under the Contract. The purchaser shall notify the vendor in
writing of the exercise of its right to receive such compensation within 14 days,
indicating the contractual obligation for which the vendor is in default.
Signing of Contract
After the purchaser notifies the successful bidder that its proposal has been
accepted, purchaser shall enter into a contract, incorporating all clauses, prebid clarifications and the proposal of the bidder between purchaser and the
successful bidder.
5.7.
Failure to Agree with the Terms and Conditions of the RFP
I.
Failure of the successful bidder to agree with Terms & Conditions of the RFP
shall constitute sufficient grounds for the annulment of the award, in which
event purchaser may award the contract to the next best value bidder or call
for new proposals from the interested bidders.
II.
In such a case, the purchaser shall invoke the PBG of the most responsive
bidder.
Page 47
6. PAYMENT TERMS
The tentative payment schedule is as mentioned below:
1. Monthly invoices along with the monthly reports should be raised by the vendor
based on no. Of seats deployed by vendor during that quarter as per the agreed
number of seats.
2. Department shall release the payments to the vendor on quarterly basis.
3. 80% of invoiced amount will be processed within 4 weeks of submission of invoice
for the last month of the quarter.
4. 20% of the invoiced amount will be processed after scrutinizing the quality of
services provided during the quarter based on the parameters defined in the
“Penalties” section of the document.
5. Payment deduction will be as per the “Penalties” section of the document.
6. If any extra cost is applicable for optional components i.e. Application integration or
extra manpower, then the same would be invoiced in the month preceding date
where acceptance is provided by the department.
7. PSTN line charges on quarterly basis.
7. PENALTIES
1) There would be no SLA debits during the first three months of the contract.
2) The SLAs will be rationalized based on operational parameters that are
measured, subject to a minimum threshold to the extent necessary based on the
metrics collected during the first three months. The SLAs may be reviewed on an
annual/bi-annual basis as the purchaser decides after taking the advice of the
vendor.
3) Apart from the SLAs defined in RFP, the vendor should also meet a throughput
criterion. (e.g. Number of calls serviced during the day ). This will be an evolving
factor and would be defined by the purchaser based on the metrics collected
during the first three months.
Following tables outline the key service level requirements for the respective
operations which need to be ensured by the vendor during the period of the contract.
Page 48
Call Centre services
Sno
Type
SLA Terms
Measurement
criteria
Penalty
1
Process
System
generated
monthly reports
5%
2
Service
The response time for each incident based on its
severity should be as follows:
Severity
Response Time
Urgent
One hour
High
Three hours
Low
One day
Availability > 95%
System
generated
monthly reports
5%
4) If any of the essential facilities/ equipment in call centre is found non-functional beyond 48
hours, the same would be treated as deficiency of service. The list of such facilities/
equipment includes, but is not limited to the following items:
a. Desktop PC
b. Server
c. Local Area Network
d. Incoming/ outgoing telephone connection, Internet facility (due to reasons
attributable to the Supplier)
e. IVRS
f. EPABX
g. Telephone instrument
h. Hot Button Programming on a telephone instrument
i. Conferencing Facility on telephone instrument
j. Head phone
k. Air Conditioning
l. UPS
m. Backup Generator set
Penalty at the rate of Rs. 500 (Rupees Five Hundred) per day would be deducted
from the monthly bill of the supplier for each such deficiency.
Page 49
GENERAL TERMS & CONDITIONS
1) While every effort has been made to provide background information and
requirements, Bidders must form their own conclusions about the solution needed to
meet the requirements. Bidders and recipients of this RFP may wish to consult their
own legal advisers in relation to this RFP. All information supplied by Bidders may be
treated as contractually binding on the Bidders, on successful award of the
assignment by the purchaser on the basis of this RFP.
2) No commitment of any kind, contractual or otherwise shall exist unless and until a
formal written contract has been executed by or on behalf of the purchaser. Any
notification of preferred bidder status by the purchaser shall not give rise to any
enforceable rights by the Bidder. The purchaser may cancel this public procurement
at any time prior to a formal written contract being executed by or on behalf of the
purchaser.
3) This RFP supersedes and replaces any previous public documentation &
communications, and Bidders should place no reliance on such communications.
4) The bidder shall perform the services and carry out its obligations under the contract
with due diligence and efficiency, in accordance with generally accepted techniques
and practice used in the industry and with professional engineering and
training/consulting standards recognized by national/international professional bodies
and shall observe sound management, technical and engineering practices. It shall
employ appropriate advanced technology and safe and effective equipment,
machinery, material and methods. The bidder shall always act, in respect of any
matter relating to this Contract, as faithful advisors to Purchaser and shall, at all
times, support and safeguard Purchaser’s legitimate interests in any dealings with
Third parties.
5) Purchaser reserves the right to access the performance of the bidder prior to
commencement or in between the work progress. The assessment may cover all
areas related to the assigned work order, especially methodology, manpower,
infrastructure etc. Purchaser reserves the right to cancel the work order assigned to
the vendor at any time which includes the time after the completion of assigned work
Page 50
without assigning any reason for the same. In case the work order is cancelled then
the costs incurred will be borne by the vendor and under no circumstances the
vendor shall be eligible for any payment or damages from the Purchaser.
6) The vendor shall not, without Purchaser’s prior written consent, disclose the Contract,
or any provision thereof, or any specification, plan, drawing, pattern, sample of
information furnished by or on behalf of Purchaser in connection therewith, to any
person other than a person employed by the vendor in the performance of the
Contract.
7) The vendor or his employees will not disclose the content of any project related
documents, to any person and allow its unauthorized use. The vendor should not
also disclose the above to any of its existing or future clients.
Call Center Access Numbers (PSTN lines)
The successful bidder will subscribe to and provide the telephone lines to the call center.
The lines will be accessible across India via multiple telephone networks on a single toll – free
access number. The usage charges for the telephone lines will be paid by the successful
bidder and shall be claimed from the GOH/HARTRON on quarterly basis after producing the
payment receipt.
8. NOTIFICATION OF AWARD
After selection of the successful bidder, after obtaining internal approvals and prior to
expiration of the period of Bid validity, the Purchaser will send Notification of Award to
the selected Bidder.
Upon the successful Bidder furnishing the signed Contract Agreement and the
Performance Security, purchaser will promptly notify each unsuccessful Bidder.
9. SIGNING OF CONTRACT
Within 30 days of receipt of the initial Notification of Award the successful Bidder shall
execute the Contract with Purchaser. Failure of the successful Bidder to comply with the
Page 51
above requirements shall constitute sufficient grounds for the annulment of the award.
10. TERM OF THE CONTRACT
The term of this Contract shall be for a period of three years commencing from the
date of Notification of Award. However, the contract maybe extendable, on mutually
agreed terms and conditions, one year at a time for a period of two years.
11. INDEMNITY
a. The vendor will indemnify Purchaser and its client organizations of all legal
obligations of its professionals deployed for Purchaser’s projects.
b. Purchaser also stands absolved of any liability on account of death or injury
sustained by the vendor staff during the performance of this contract and also for any
damages or compensation due to any dispute between the vendor and its staff.
c. Purchaser will not be responsible for any violation of IPRs by the vendor in the
discharge of work assigned by Purchaser.
12. Ownership of Data & Security
Data means any data accessed / stored in the Database application of Vendor and
the application proposed for the call centre. The Haryana Government has the Right
of ownership of the data.
The Vendor utilizing the data for proposed call centre shall do so only after approp
riate sanction for the same by the department and shall be utilized only for the
purpose of call centre. In the event of any deviation and misuse of the data by the
Vendor, the department has the right to sue the Vendor and recover the loss and
penalty if any.
The Vendor shall take all necessary steps to ensure strict confidentiality of the
customer information, documents, records and assets provided by the department,
even after the contract expires or is terminated for any reason.
The Vendor shall share its IT security policy with the department.
Page 52
13. TERMINATION OF JOB
13.1.
Termination for Insolvency
Purchaser may at any time terminate the work order / contract by giving
written notice of four weeks to the agency, without any compensation to
the agency, if the agency becomes bankrupt or otherwise insolvent. The PBG
of the vendor shall be forfeited.
13.2.
Termination for default
1
Default is said to have occurred
•
If the vendor fails to deliver any or all of the deliverables within the time
period(s) specified in the work order or any extension thereof granted by
Purchaser.
•
If the vendor fails to perform any other obligation(s) under the
contract / work order.
2
If the vendor, in either of the above circumstances, does not take remedial
steps
within a period of 6 weeks after receipt of the default notice from
Purchaser (or takes longer period in spite of what Purchaser may authorize in
writing), Purchaser may terminate the contract / work order in whole or in part
and the performance security submitted by the vendor may also be forfeited.
3
Purchaser may transfer, upon such terms and in such manner, as it deems
appropriate, work order for similar service to other agency and the defaulting
agency will be liable to compensate Purchaser for any extra expenditure
involved towards support service to complete the scope of work totally.
Page 53
14. FORCE MAJEURE
The vendor shall not be to liable for forfeiture of its performance security, liquidated
damages, or termination for default if and to the extent that its delay in performance
or other failure to perform its obligations under the Contract is the result of an event
of Force Majeure.
For purposes of this Clause, “Force Majeure” means an event beyond the control of
the and not involving bidder’s fault or negligence and not foreseeable. Such events
may include, but are not restricted to, acts of the Purchaser in its sovereign capacity,
wars or revolutions, fires, floods, epidemics, quarantine restrictions, and freight
embargoes.
If a Force Majeure situation arises, the bidder shall promptly notify the purchaser in
writing of such condition and the cause thereof. Unless otherwise directed by the
purchaser in writing, the bidder shall continue to perform its obligations under the
Contract as far as is reasonably practical, and shall seek all reasonable alternative
means for performance not prevented by the Force Majeure event.
If an event of Force Majeure continues for a period of one hundred and eighty (180)
days or more, the parties may, by mutual agreement, terminate the Contract without
either party incurring any further liabilities towards the other with respect to the
Contract, other than to effect payment for goods/services already delivered or
performed.
15. ARBITRATION
All
disputes
of
differences,
including
the
claims
for
damages
and
compensation whatsoever, arising between the parties, out of or relating to the
construction, meaning, operation or effect of this agreement or the breach thereof
shall be settled amicably. However, if the parties are not able to resolve them
amicably within a period of 15 (fifteen) days, the same shall be resolved by arbitration
in accordance with the Arbitration and Conciliation Act, 1996. The dispute may be
referred to arbitration which in this case shall be the authorized person from the
purchaser. The Arbitration and Conciliation Act 1996 or any statutory modification
thereof shall apply to the arbitration proceedings and the venue for the arbitration
Page 54
proceedings shall be jurisdiction of the head quarters of the purchaser and shall have
to be carried out in English language.
16. APPLICABLE LAW
a) The vendor shall be governed by the laws and procedures established by
Government of India, within the framework of applicable legislation and enactment
made from time to time concerning such commercial dealings/processing.
b) All disputes in this connection shall be settled in jurisdiction of the head quarters of
the purchaser.
c) Purchaser reserves the right to cancel this bid or modify the requirement without
assigning any reasons. The purchaser will not be under obligation to give
clarifications for the same.
d) Purchaser reserves the right that the work can be allocated to any of the empanelled
vendors.
e) Purchaser also reserves the right to relax any of the terms & conditions of the bid.
f) Purchaser, without assigning any further reason can reject any bid(s), found deficit in
any manner
g) Purchaser also reserves the right to award works/supply order on quality/technical
basis, which depends on quality/capability of the system and infrastructure
17. JURISDICTION
All disputes will be settled within the jurisdiction of the head quarters of the purchaser
18.
ANNEXURE
18.1.
ANNEXURE “A”: Documents for the Commercial Bid
Page 55
18.1.1.
Commercial Bid Form
Tender Reference Number: Hartron/Services-I/2015-16/01
Sno
Item
Cost for
Year 1
Cost for
Year 2
Cost for Year
3
(A1)
(A2)
(A3)
(B1)
(B2)
(B3)
(C1)
(C2)
(C3)
Call Centre team
1. Cost per agent per month for first 3 years
(guaranteed 50 agents)
2. Cost per agent per month for additional agent
(if required)
Application interfacing (Optional)
3. Cost of one integration as per assumptions in
scope of work
Year 4 & 5 (Optional)
4. Cost per agent per month for Year 4 and Year 5
(D)
(If required)
Note:
1. Cost for commercial bid = 600 * (A1+A2+A3) + 5 * (C1+C2+C3) + 300 * (B1+B2+B3)
+ 1200 * D
2. Price inclusive of taxes and duties and all other costs excluding service tax.
3. Detailed break of all cost needs to be provided as per Annexure – ‘F. As part of
technical proposal detailed break up of items needs to be provided (unpriced BOM).
Same BOM with prices need to be provided as part of commercial proposal.
4. Please provide optional cost of manpower for deployment of additional resources as
per following format (Applicable for duration of engagement):
Sr. No.
Role
Rate (per Man-Month)
1
Call Centre Manager
e
2
Team Lead
f
Page 56
3
Quality Lead
g
4.
Subject Matter expert
h
5. All other operational costs need to be absorbed in per seat per month cost mode.
6. Cost of Toll Free, PSTN/PRI for handling incoming or outgoing usage bills will be borne
by HARTRON/Department.
Place:
Bidder’s signature
Date:
and seal.
Page 57
18.2.
ANNEXURE “B”: Documents for pre-qualification proposal
18.2.1.
Letter of submission of Bid
(To be submitted on the Letterhead of the responding agency i.e. bidder)
To,
Managing Director, Hartron
SCO 109-110, Sector 17-B,
Chandigarh
Ref: Tender Reference Number: Hartron/Services-I/2015-16/01
Sir,
The bid document on the appointment of service provider for call centre services as
detailed in your bid document, terms & conditions and scope of work, etc., have been
perused / examined thoroughly and the provisions and requirements and all other
factors governing the bid have been understood. I/ we hereby submit our offer for the
proposed services in accordance with the terms and conditions and confirm our
acceptance to execute the order at the rates quoted by us in the accompanying
commercial bid.
We further confirm that:
a) We have sufficient experience, qualified resources, and necessary materials
and after sales support to execute the order efficiently in the specified time
schedule.
b) We further confirm that the points of the bid document have been read,
understood and signed and there is no deviation / discrepancy.
Signature of the bidder, stamp and date
Page 58
Business Details
18.2.2.
Sl
No
Name of the
bidder
Status of the company
(public Ltd/Pvt. Ltd/
Proprietor/Partnership)
Sl
No
Contact details
of the bidder
(phone, email,
fax etc)
Name of the bidder
Sl
no
Name of the bidder
Year
Date of
commencement
of
Date
Date
ROC
ref no
ROC ref
no
Turnover of the company
FY
2011-12
Sl
No
Detail of
incorporation
of the
FY
2012-13
FY
2013-14
Average of last
three FYs
Specific responsibilities of the each member in the scope of
implementation of this project
Name of the client with address and
phone number
Project Start
date
Project completion
date
Project cost
Page 59
18.2.3.
(Place)
Declaration that the bidder has not been blacklisted
(Date)
To,
Managing Director, Hartron
SCO 109-110, Sector 17-B,
Chandigarh
Ref: Tender reference no. < Hartron/Services-I/2015-16/01>
Subject: Self Declaration of not been blacklisted in response to the RFP for
appointment of service provider for call centre services.
Dear Sir,
We confirm that our company/all members partner of the consortium, ______ is not
blacklisted in any manner whatsoever by any of the state and/or central government
in India on any ground including but not limited to indulgence in corrupt practice,
fraudulent practice, coercive practice, undesirable practice or restrictive practice.
Place:
Date:
Bidder’s Company Seal:
Authorized Signatory’s Signature:
Authorized Signatory’s Name and Designation:
Note: The Bidder shall necessarily provide a copy of ‘Power of Attorney’ authorizing the
signatory for signing the Bid on behalf of the Bidder.
Page 60
18.3.
ANNEXURE “C”: Documents for technical proposal
Bidder Operational strength in India
Please fill in the current resource data in the below format for India Operations only
Role
Total Number of resources currently on payroll
Agents
Team Leaders
Managers
Quality Assurance
Executives
Trainers
Curriculum Vitae (CV) Template
(Bidder needs to provide one CV for each key resource for each service in their technical bid
proposal in the format described below)
1. Name of the Candidate:
2. Date of Birth:
3. Educational Qualifications
S
Education
No.
Qualification
University and College/
Location
4. Work Experience
S
Employer Designation Date
No.
From
(Month
/ Year)
Date
To
(Month
/ Year
Duration
in
Months
Passing
Year
Brief
Description of
responsibilities
in 50 words
Marks Scored /
GPA
Any Special
Achievements in
maximum 50
words
Page 61
5. Details of Projects
S
Name
Name of
No. of the
the
Client
Project
Employer Date
From
(Month /
Year)
Date To
(Month /
Year
Duration
in Months
Brief Description of
responsibilities in 50
words
6.Details of specific achievements like certifications, trainings etc.
S No. Type of Achievement Date Details of Achievement Remarks if Any
7. Certification:
I, the undersigned, certify that to the best of my knowledge and belief, this CV correctly describes
me, my qualifications, and my experience. I understand that any willful misstatement described
herein may lead to my disqualification or dismissal, if engaged.
Date:
[Signature of staff member or authorised representative of the staff]
Page 62
18.4.
Sr. No
1.
ANNEXURE “D”: Compliance Sheet for Pre-Qualification
Proposal
Qualification Criteria
Documents/Information
to be provided in the
submitted proposal
Compliance
a) for Rs. 1000
Yes/No
b) for Rs. 1,00,000
Yes/No
Yes / No
Reference &
Page
Number
The responding firm / agency
(a) Should have made a payment of
Rs. 1000 (Rupees One thousand
only) for the RFP document
(b) Should have submitted a EMD of
Rs. 1,00,000 (Rupees One Lakh
only)
2.
Covering Letter of submission of bid.
As per Annexure ‘—‘
3.
Bidder should be registered under the
Indian Companies Act 1956 are
eligible or a partnership firm
registered under the Partnership Act,
1932 or registered under LLP Act,
2008.
Certificate
Incorporation.
of
Yes/No
4.
The bidder should have been in
operation for at least 3 years as on
31st March 2015 as evident by the
certificate of Incorporation and
Certificate of Commencement of
Business issued by the Registrar of
Companies, India
Certificate of Incorporation
or Commencement of
Business issued by the
Registrar of Companies,
India
or
sales
tax
certificate or certificate
issued by any other
government authority
Yes/No
Undertaking from
the
authorized signatory of
the bidder (as per format
given in Annexure ‘B”)
Yes/No
or sales tax certificate
or certificate issued by any other
government authority
5.
The bidder should not currently have
been blacklisted by any Government
Agency in India or under a declaration
of ineligibility for fraudulent or corrupt
practices or inefficient/ ineffective
performance.
6.
a) The bidder should be a profit •
making company at least in two
out of the last three financial
Certificate from the
authorized signatory of
Yes/No
Page 63
Sr. No
Qualification Criteria
Documents/Information
to be provided in the
submitted proposal
years ending 31st March 2015.
b) The
bidder should have a
minimum turnover of 5 Crore
(Five Crore) in at least one of the
previous three years and average
turnover of at least 4 Crore (Four
Crore) for the last three financial
years
(i.e. 2011-12, 2012-13,
2013-14).
7.
8.
The bidder should have Service Tax
Registration and PAN No.
Compliance
Reference &
Page
Number
the bidder.
•
Audited
Annual
Financial Statements
and Annual Report
and
Certified
statement from the
Current
Statutory
Auditors
of
the
bidder.
•
Business details as
per format at annexure
“B”
•
Undertaking from the
current
authorized
signatory
of
the
bidder.
•
Completion Certificate/
Client Certificate and
citations
•
Certified
copy
of
service tax registration
and PAN number.
Yes/No
Yes/No
Page 64
18.5 ANNEXURE “E”: Compliance Sheet for Technical Proposal
S.
No.
Specific Requirements
1
Industry Specific Capabilities:
Documents
Required
•
Past experience of the bidder in
providing
call
centre
services
(number of those assignments).
Undertaking from
the
current
authorized
signatory of the
bidder.
Compliance Reference &
Page
Number
Yes/No
•
2
3
Completion
Certificate/ Client
Certificate
and
citations
Copy
of
presentation
on Copy of presentation Yes / No
understanding and approach &
methodology for the project.
Key Curriculum Vitae (CVs)
As per Annexure “C”
Yes / No
Page 65
ANNEXURE ‘F’
18.6 ANNEXURE “F”: Call Centre BOM
Name of device / License /
Resource
(Detailed Line item)
IP Office unit
Technical
Specifications
Make
Model
Quantity
End of
Sale
End of
Support
PRI Card
Voice Logger
License to enable CTI Link Pro
License to provide voice mail
Phone Manager Pro Software
Compat contact center
License for integration between
IP Office and call recording
library
Digital Phones
Headset Items
Phone 8
IP Soft or equivalent Phone
license
VCM4
Cable (per unit charges)
Installation, Commissioning,
cabling, Testing & Training
CRM Software (Customization /
development cost)
Client computers (Desktops)
Storage
All Servers (e.g. CTI, Antivirus,
IVR, CRM, Domain controller etc.,
Web Server, Directory Server)
Page 66
Unit
Rate
Total Cost
Taxes (please
specify details)
Resource
Networking equipment (including
routers, firewalls, switches etc.)
UTM, IPS / IDS
Technical
Specifications
Make
Model
Quantity
End of
Sale
End of
Support
VPN
Backup solution
Security solution, antivirus, DLP
solution etc.
Operating System (Server)
Operating System (Client)
Database
Manager (Per Man Month Rate)
Call Center Agent (Per Man Month
Rate)
Quality Lead / Team Lead (Per
Man month rate)
Rack
Monitor for Server
KVM Switch
Integration Cost (Per application
integration)
Facility management (per seat
per month cost)
Call Center Agent cost (Morning
shift 6 AM – 2 PM)
Call Center Agent cost (Normal
shift 10 AM – 6 PM)
Call Center Agent (Evening shift 4
PM – 12 Midnight)
UPS (Please specify different line
Page 67
Unit
Rate
Total Cost
Taxes (please
specify details)
Resource
item for different KVA)
Technical
Specifications
Make
Model
Quantity
End of
Sale
End of
Support
Generator
Stabilizers for AC
GenSet (Please specify KVA)
Warranty / AMC cost of CRM and
other software component
Monthly management fee for
running call center facility per
login per month
other items like (personal locker
unit, water dispenser, white
board, pantry items etc. - Please
specify different line item for
each)
Fire Safety and other details
Dialer license
CCTV
Printer
Furniture (Please specify all
items)
Aluminium Partition
TCO for 3 Years
Note:
Per seat per
month cost
All rates should be valid for
period of contract
Page 68
Unit
Rate
Total Cost
Taxes (please
specify details)
Technical
Make
Resource
Specifications
All licenses should be unlimited usage multi-user license without
any restriction for usage by any Haryana Government department
in respect scope of this project.
Any increase / decrease in taxes shall be borne by the vendor.
Model
Quantity
End of
Sale
End of
Support
Please ignore any item not included by leaving it blank but don't
delete it
Please any line item being added in the last
Page 69
Unit
Rate
Total Cost
Taxes (please
specify details)
18.7 ANNEXURE “G”: Compliance Sheet for Entity’s Profile
A.
S.No.
1.
2.
Entity’s profile –
Required details
ANNEXURE ‘G’
Remarks
Legal Name of Entity
Type of Business
3.
Company Identification No. (CIN)
4.
Business Address:
Corporation
Individual
Sole Proprietorship
Joint Venture
Partnership
Limited Liability
Partnership
 Other






City
District
State
Zip code
Telephone Nos.:
Contact email:
5.
Registered Address of the Company:
Address:
City
District
State
Zip code
Contact Person:
Page 70
Telephone Nos.:
Contact email:
Company Website URL
6.
PAN No. of bidder
TAN No. of bidder
VAT or CST of bidder
7.
Has the firm transacted business under
any other previous names?
If yes, under
transacted
8.
which
name
 Yes
 No
business
Ownership of the Company/Firm:
•
•
Whether
Company
owned
controlled by parent Company?
If yes, complete the following:
or
 Yes
 No
Legal name of the parent company
Full address of parent company
Street
City
District
State
Zip
9.
Relationship with the parent company
10.
Date of ownership
 Subsidiary
 Division
Page 71
11.
12.
Shareholding pattern of Parent Company:
•
Percentage of shares held by the
parent company
•
Other majority shareholders in the
Indian Company
•
Details of Board of Directors
Name of Bid and Contract Signing
Authority – I
Name
Designation
Contact No.
Email:
Power Of Attorney or resolution of Board
of Directors through which authorized as
signatory
Authority – II
Name
Designation
Contact No.
Email:
Power Of Attorney or resolution of Board
of Directors through which authorized as
signatory
Page 72
13.
• Memorandum of Association and
Articles of Association of the company
• Bye
Laws
and
certificates
of
registration (in case of registered firm)
14.
Whether MOA of Bidding Company allows
entering into the bid of respective
services? If yes, indicate the relevant
clause.
Company’s Financial Details
B.
1.
Authorized Capital of the Indian Company
2.
Paid up Capital of the Company
3.
Turnover of the Indian company for last
three years
4.
Net worth of the Indian company for
three years
last
5.
Profit of the Indian company for
three years
last
6.
Customer references
7.
Past 1-3 year supply record
8.
Quality certificates received, if any
9.
Customer approval letters if any
10. Awards and recognition received , if any
11. After sales support mechanism
C. Company’s Legal Details
Page 73
1.
In the past five years prior to the date of
this application, has this entity or any
principal of the entity has been deemed
to be in default on any contract, or been
forcefully terminated from any contract?
If yes, state the names of the entity,
relationship
to
firm
and
the
circumstances.
 Yes
 No.
(Submit affidavit)
2.
Whether an undertaking (Affidavit)
submitted that the bidder has not been
blacklisted/debarred by any central/state
Government department/organization
 Yes
 No
3.
Whether an undertaking (Affidavit)
submitted to the effect that there has
been no litigation with any Government
department/organization on account of
similar services
 Yes
 No
4.
Whether the entity has undergone legal
proceedings in the past three years.
 Yes
 No
If yes, Submit details
Page 74

- Hartron

Transcription

Similar documents

Operations Minutes - Rose Tree Media School District

Every Day Counts in Improving Mobility: A l d B id C i Every Day

Lesotho Highlands Development Authority

How To Respond To A Bid/RFP AASBO Spring Conference April 05, 2012

Tender 2014/197/0013/00 for the Design, Development, Supply

40 Acres of Butler County Native Grass

071707 postcard - Tritech Auctions, Inc.

Request for Proposal for ICT based Career Assessment and

PUBLIC SERVICE BOARD MEETING AGENDA ITEM REGULAR

Sub : Minor Fabrication - Invitation of Quotation.