Ordnance Factories Recruitment Board, Ambajhari Nagpur

Transcription

1 Ordnance Factories Recruitment Board, Ambajhari Nagpur EXPRESSION OF INTEREST (EOI) for IVRS EOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated Ordnance Factories Recruitment Board (OFRB) EXPRESSION OF INTEREST (EOI) from reputed vendors/companies to implement IVR (Interactive voice response) system in OFRB. 1. Scope of Work Ordnance Factories Recruitment Board (OFRB), Nagpur invites expression of interest for developing IVR-(Interactive Voice Response) system for responding to queries of candidates system with a view to improving the overall efficiency and provide better candidate services. Contact center will be based at OFRB, Nagpur. Tentative Process Flow is brought out at Appendix I. Scope of Work The selected bidder shall be responsible for but not limited to supply and installation of the following: All active and passive components IT Infrastructure components such as Servers, Databases, Networking & Security components, Storage, Software and other IT components etc required at the Contact Center Commissioning & Acceptance Testing shall involve the completion of the Contact Center site preparation, supply and installation of the required components Training on Contact Center infrastructure All documentation generated during design, installation and commissioning phases shall mandatorily be made available to the tendering authority Testing and Commissioning: Commissioning shall involve the completion of the following: o Supply and installation of all the required IT and Non-IT components (UPS / Stabilised Power Supply etc) o Making the Contact Center available to OFRB for carrying out live operations o Getting the acceptance of the same from OFRB

2 To be provided by OFRB: Physical infrastructure components such Power Supply, Air-Conditioning System and a Separate Earthing excluding any UPS / Stabilised Power Supply OFRB would provide 4 customer care executives to be positioned in its Contact center. However, the same is scalable depending on traffic. Indicative Implementation Details: Alternate methods of implementation The Advantages & limitations of various approaches for implementation Time frame for implementation How pilot implementation can be planned Whether implementation is feasible in stages 2. General eligibility criteria OFRB is looking for IVR system providers/vendors who 1. Are registered with the Registrar of Companies. 2. Are the owners/certified or authorized agent/channel partner of the software solution offered. 3. Have implemented 3 such IVR solutions in similar environment of similar capacity ( 20 seats) and such a solution is working satisfactorily for at least 3 years preferably for Central Govt/ PSUs/State Govt 4. Details to be furnished with EOI. a. Certificate of incorporation. b. Balance sheet & P & L statement for last 3 years. c. Reference of Public Service Commission/ Recruitment Service Providers with contact persons where their IVR solution is implemented. d. Approach to solution architecture (Details of the Hardware and software requirements, not required at this stage) f. Details of the service/support facilities and number of years of experience in India. Functional Requirement of System: 1. The system is required to answer queries/provide essential information to candidates desirous of recruitment to the Ordnance Factories who may be calling from any type of telephone system. 2. The system should be bi-lingual (in both simple Hindi and simple English) to enable use by even personnel with limited literacy. 3. The system should log the calls thus keeping a record of the calls and any conversation. 4. The system should generate statistics and reports for analysis by Management. Process:

3 3. OFRB reserves the right to accept/reject any or all offers submitted in response to this EOI without assigning any reason whatsoever. OFRB would issue RFP to shortlisted parties, in which the vendors would be asked to submit sealed bid in two bid format. OFRB reserves the right to short-list the system providers/vendors based on the criteria/norms decided by OFRB and may call such short listed IVR system providers for a presentation before an evaluation committee. Expression of Interest-IVR OFRB reserves the right to proceed for issuance of Request for Proposal(RFP) only to those short listed vendors who are found technically eligible and qualified on the basis of responses received and presentation thereof, as per the requirement of OFRB. OFRB reserves the right to change the scope as per its requirement. 5. Interested parties may send their response to the following address so as to reach on or before hrs on The Principal Director, Ordnance Factories Recruitment Board (OFRB), Ambajhari, Nagpur , Tel: , Fax: , pdofrb.ofb@ofb.gov.in. Cost of the EOI document: Nil EOI without appropriate format outlined in this document would be rejected. EOI should reach on or before hrs on EOI will be opened at hrs on FORMAT OF BID: Part 1 Our correspondence details with regards to this EoI are: S. No Information Details 1 Name of Bidder 2 Address of Bidder 3 Name, Designation and Address of the contact person to whom all references shall be made 4 Telephone number of contact person 5 Mobile number of contact person 6 Fax number of contact person 7 Id of contact person All information in Part 1 to be given.

4 Part 2: Specification/Requirement Documentary Proof Complied (Yes/No) The Bidder should not be an Individual/ A certified copy of Proprietary / HUF etc. The Bidder should be a Partnership Deed / Partnership Firm/ Limited Company/ Private Certificate of Limited Company having its Registered Office in Incorporation as the case India. may be is required to be submitted Are the owners/certified or authorized Pl state your OEM and agent/channel partner of IVRS provide proof. Apart from company registration, Bidder and Attested copy of all Consortium partner must have Registration the mentioned under Indian Labour laws & Contract Act, valid certificates. Bidder and VAT / Sales Tax Registration Certificate, valid Consortium partner shall Service Tax attach the Sales Tax Registration Certificate and Income Tax Return clearance certificates of with Audit Report from CA last year. All the certificates have to be certified by statutory auditors of the respective firms The Bidder should have turn-over of minimum A suitable certificate from Rs. 25 lakhs during last financial year. This CA duly signed and turnover should only be from the IVRS stamped is required to be development business. submitted. The Bidder should be a profit-making firm in the last three financial years ( , , and ). Copies of Audited Balance sheet and Profit and Loss A/c for all the three years are required to be submitted. Bidder / Consortium Partner must have operated Necessary supporting One Contact / Call Centre project in India with credentials, duly verified more than 20 seats and the scope should are required to be include management of Contact / Call Centre submitted. hardware including CRM platform. This center should have been in operation for minimum 3 years The Bidder should not have been black-listed by any Govt bodies, Public Sector, RBI or any other Government agencies. An undertaking duly stamped and signed by the bidder is required to be submitted. (Format in Part 4) All information in Part 2 to be given. Any non-compliance would disqualify the vendor. Deviation (If Any)

5 Part 3: DETAILS OF EXPERIENCE OF BIDDER Using the format below, the bidder should provide details on handling projects of similar nature for Government / PSU / Semi Government / Private sector organizations as elaborated in the prequalification criteria. He should bring out that he has implemented 3 such IVR solutions in similar environment of similar capacity preferably for Central Govt/ PSUs/ State Govt and such a solution is working satisfactorily for at least 3 years. Customer Name Party Type: Government / PSU / Semi Government/ Private Name of the Contact Person and contact details ( Telephone & E- mail id) for the Project Name of the project Start Date and End Date Current Status (work in progress or completed) Contract tenure Order Value of the project Is it Hosting/ Customized Development? No of Seats in Call Centre No of DRI Lines used Other Features in short.. Customer 1 Customer 2 Customer n Total cost of the services provided Description of actual services provided by your staff within the assignment

6 Part 4: DECLARATION LETTER To The Principal Director, Ordnance Factories Recruitment Board (OFRB), Ambajhari, Nagpur Ref: Declaration Letter for 'Empanelment of Agencies for Implementing and Operating Citizen Contact Centers' Dear Sir, This is to notify you that our Firm <Name> intends to submit a proposal in response to EoI for Supply & Implementation of Customer Contact Centers. In accordance with the above we would like to declare that: a. We are not involved in any major litigation that may have an impact of affecting or compromising the delivery of services as required under this assignment b. We are not black-listed by any Central / State Government / Public Sector Undertaking in India Sincerely, [BIDDERS NAME] Name Title Signature Date

7 Part 5: Purpose of this part is to associate you in developing appropriate specification, which will be framed in the next stage. Any information provided in this part will not be used for evaluation at this stage. Non-furnishing of information will also not result in dis-qualification. Approach & methodology i. Understanding of scope ii. Proposed Solution (end to end solution design) System architecture with Indicative Process Flow Redundancy & scalability Security Technical features offered beyond requirements Content Management Disaster management & Data recovery iii. Quality framework SLA Methodology & proposed quality plan Performance management iv. Implementation Plan v. Proposed business model vi. Risk & challenges

8 Part 6 Compliance Statement: S.No. Particulars Submitted or not 1 Approach & methodology Yes/ NO 2 Understanding of scope, Pl bring out that scope is Yes/ NO acceptable to you. 4 Indicative Implementation Details as at Para 2 5 Part 1 Yes/ NO Certificate of Incorporation Yes/ NO OEM or their partners or Representative Yes/ NO Registration under Indian Labour Laws Yes/ NO VAT / Sales Tax Registration Certificate Yes/ NO Valid Service Tax Registration Certificate Yes/ NO Income Tax Return with Audit Report from CA Yes/ NO Balance Sheet & P &L Statement for , Yes/ NO , and Part 2 Yes/ NO 7 Part 3 Yes/ NO 8 Part 4 Yes/ NO 9 Sign & Stamp on all pages Yes/ NO Bidder has to sign on all pages and affix his stamp.

9 Appendix-I TENTATIVE PROCESS FLOW FOR IVRS OFRB has been newly formed to conduct centralized recruitment of employees for Ordnance Factories. Objectives of IVRS channel: Ensuring Easy Candidate access Working towards user-friendly processes for empowering candidates to access information with minimum manual interaction for IVRS: Steps a b c d 1 Hindi English 2 Current Past 3 Registration No Roll No 4 Examination Result Counseling Nominations Others 5 e Steps a b c 4 a Examination Applications Admit Card Dates Sub- Accepted Rejected Grounds for Rejections Avl for download NA now Written Dt Trade Test Dt Interview Dt d e Steps a b c 4 b Result Written Trade Test Final Sub- Selected/ Not Selected Qualified/ Not Qualified Selected/ Not Selected If selected Merit Rank d e Steps a b c d e 4 c Counseling On/ Over

10 Sub- If On/ deadline Dt Steps a 4 d Nominations Yes/ No Sub- If Yes, Unit, Contact Telephone and Dt of Nominations If No, Expected Date of b c d e Steps a 4 e Others b c d e In case, customer care executive is not able to answer, he will register the query with a number and subsequently answer query of candidate when he asks for the same.

11 Appendix-II 1. SYSTEM SPECIFICATION The Service Provider shall provide the below services to OFRB during the service period Interactive Voice Response System ("IVRS") - The IVRS shall provide English and Hindi and be recorded by voice talents of the Service Provider. You can refer to Annex A for the current IVRS flow. Database will be placed in Server (to be provided by vendor) at our end. 1.1 Expected call volume and simultaneous calls per day or month: Maximum 0.5 lakh per Day. 1.2 Call Process Flow: Details at Appendix Calls Type: Incoming with call transfer from IVRS to Customer care (Treated as Outgoing) 1.4 Type of Lines: Analog normal Telephone lines along with Digital PRI line (Two PRI lines may be catered initially, to be scaled up with actual requirement ) PBX Description: PBX 100 of BPL ( Specifications Enclosed) 1.5 Operating Hours 24 hours a day, 7 days a week and 365 days a year no matter it is a normal day, a day under thunderstorm / natural calamity 1.6 Phone Line Our current numbers for Public Interface are , , We may be advised for appropriate number of Lines for handling calls. Based on calculation, appropriate number of additional lines would be catered for by the vendor. No of PRI lines may be indicated. 1.7 HARDWARE: Suitable for Telephone network type PSTN network VXML telephony server To enable text-to-speech, voice recognition and DTMF recognition to be provided by vendor Web/application server Dedicated at our end to be provided by vendor Interactive Voice Exchange System shall consist of a 4-port Windows based IVR System along with SMS module, Administrator-Reporting software, MySQL Database, Intel Dialogic Voice resources & SMSC support Low Level API based IVR Engine. Four analog telephone lines shall terminate into the above system with RJ 11 interface. 1.8 Technical Specifications of Automated Complaint Management System

12 System shall be of IBM(Lenovo) or HP/HCL/DELL make with similar system already running at organizations in the Defence, Railways, DOT etc. A completion/ performance certificate is to be produced from such Govt. departments. System when positioned in clean environment should work on 24 hrs x 7 days a week basis. Intel Pentium Dual Core Processor with Speed 1.6 GHz or above Cache 512KB or above RAM 2 GB At least one full length PCI Slot Hard Disk Drive 160 GB or higher CD Writer/DVD Combo Drive 104 keys Standard Windows Keyboard Optical Mouse 17" TFT color monitor Chassis Vertical (Tower Top) I/O Interface 2 or more USB ports Parallel ECP/EPP port Network 10/100Mbps Ethernet LAN port Spike Buster With Four 3 pins points Operating System Windows 7 (Starter Edition) with latest Service Pack Laser Printer HP (current Model 1007/1008 or equivalent) for printing of Complaint Slips and Reports UPS 600 VA Microtek/APC with 10 to 15 minutes back up 1.9 Voice Processing Card: High Performance 04 port Dialogic PCI, CTI Voice processing card of Intel Dialogic make capable of supporting Continuous Voice Processing and simultaneously supporting Fax on all four ports - Telephonic interface complete as specified and conform to the following specifications: a) 4 channels analog b) 120 ohm (Impedance) balanced line c) HDB-3 line code d) RJ series Line Connector e) Ability to support either incoming calls on each channel and preferably dynamically allocates call flow on any line. f) Ability to support multiple services on the same trunk Tone Dialing detection: 1. DTMF digits - 0 to 9, #, A, B, C, D 2. Freq. Variation - Less than 1 Hz 3. Dial rate - 10 digits/second

13 1.10 Application software Software application for voice processing. The application should be built on an application generator with a CONFIGURABLE call flow designer for ease of change. There should be a web based (or Intranet based) interface for reporting. Call flow generator to support TTS and ASR integration (Unified communication integration with the Call flow generator). 2/4 port user license to run the system on 2/4 telephone lines complete as specified. It should be capable of : - (a) Handling simultaneous 4 calls in one system with the ability to upgrade on as required basis by addition of necessary cards and software licenses for Customer Care. (b) Efficient usage of the infrastructure for serving the complaint calls and the complete calling cycle being successfully executed. (c) User-friendly GUI tools for Data Entry, Reports Viewing and on line System Operation Monitoring through multimedia should be provided. (d) It should be bi-lingual operation in English and Hindi/Regional Language (e) Voice cut-through (Intelligent barge in) facility should be provided to have a faster interactive service. (f) The system should work with all types of exchanges on voice lines or trunk lines with BSNL/MTNL/Military/Local Exchange (g) Multitasking and multithreading facility leading to simultaneous handling of 2/4 analog channels. (h) Detecting an incoming ring and automatically establishing connection in response to the ring signal. Number of rings before call pick up is configurable. (i) Capable of working round the clock throughout the year. (24 x 7 x 365) (j) Dynamic, user configurable, channel specific menu of IVRS, leading to setting of different service for different incoming lines (channels). (k) Support various means of Alert indications in case of system failures, e.g. Functional error, Error of missing certain voice message prompt, etc., and generates error Logs. (l) Provides call statistics and customized report after call analysis. (m)odbc support for accessing all kind of standard database/rdbms. (n) System should have the tools to record a new voice message and to play back the recorded voice message. (o) All telephone lines will be provided with CLIP from BSNL. IVRS should capture telephone numbers of incoming calls and generate log of date and time of each call, information requested from the host, response from the host and information provided to the caller. Data should be retained for a period of xxx (thirty or more days as required). (p) A backup utility to be provided with user-friendly screens to take backup on CD ROM. The backup utility software should be programmable for automatic or manual operation Databases Open Source database would be used.

14 All software/application used for the work should be genuine and licensed. The Service Provider shall provide necessary training to use, administer, trouble shoot, and any other function required for smooth functioning of the IVRS. All systems and related services to be supplied under the contract shall have their origin in countries allowed as per the prevailing Import Trade Control Regulations in India Scalability of System: System should be scalable to handle calls per Day Reliability of System: Redundancy in the system may be brought out for 99.5% up time Administrative for modifications: Some fine tuning for flow re-routing to be built for future. The firm should undertake to take up at least 3 such modifications in the next two years after execution of contract Security Security Controls for the revamped/redesigned IVRS should be in conformity with legal and regulatory standards/ CERT-In guidelines, IT Act 2008 (as amended from time to time) Management Information Report % Voice Logging Report - The vendor shall provide provision for Enquiry Nature Report, Enquiry Record Report, IVRS Report, Call Logging Report ACD and IVRS Report - showing the daily call volume with hourly presentation, average call length, number of abandoned call, number of incoming calls, number of calls handled by IVRS, number of calls handled by CSRs, number of answered calls picked within 20 seconds, language selected in the IVRS, menu selection distribution in the IVRS etc Enquiry Record Report - showing all the call details answered by CSRs. It includes, but not limited to, the start time and end time of call, information of caller, enquiry description, solution description, satisfactory level and follow up description etc Enquiry Nature Report - showing the breakdown of calls into different enquiry categories and the duration of case handling Call Logging Report includes, but not limited to, the information of call time, contact person name, description of case, call nature etc Top Ten Report - showing the top ten most common questions from callers and the top ten most valuable suggestions for improvement from the CSRs every quarter.

15 Voice Logging should provide a complete logging of conversation during the service period. There should be a provision for retrieval of relevant conversation as a MP3 file. Provision for retention of voice log records for 12-month from the call date Ongoing Training for Customer Service Representative The Service Provider shall provide ongoing training and information update to the Customer Service Representatives or those who handle the call Testing: Setting up a Test Bed for all sort of testing with the Test Database USER ACCEPTANCE TEST The User acceptance test will be carried out as per mutually agreed Acceptance Test Plan against the systems requirements specified in the RFP. The solution shall be considered accepted only after UAT is completed as per the agreed plan and is duly signed/certified by OFRB. Test Cases Test 1: Call Setup Call Identification (for Personalized Service Delivery) Recognize call type - Landline or Mobile Recognize Originating Location of the caller Test 2: Call Handling Automatic Call Distribution (ACD) Demonstration Multilingual support Play advertisement in place of a normal ring tone Test 3: Data Handling Record Call Integration of IVR and Agent Desktop (CTI) Initiate Callback (Allows the agent to re-establish contact with a caller) Test 4: After Call Work a. Update data in Storage Area Network Test 5. Processes and Procedures a. Data Source Validation b. Script Changes - Add, Modify, Delete etc c. Cross process linking d. Knowledge Management - Caller profile generation and updating Test 6: Disaster Management and Recovery Procedures a. Disaster Management Process b. Recovery Process and time Test 7: Speech Recognition Capability a. Speech Recognition b. Call Transfer based on speech recognition Test 8: Dashboards for measuring Metrics a. First call resolution b. Service Level

16 c. Up-sell, Cross-sell, if any, etc d. Report on Call life cycle for every call Test Case 12a: Creation of new application / workflow for identified Departments a. Demonstration of the capability for developing new application b. Application instance for every Department should demonstrate the technical ability to self-administer each of the following (indicative) functions Inbound ACD - create and modify properties for agents and queues CTI - customize existing integrations, build new ones, IVR - design own IVR call flows. Reporting - create custom reports. Store database at tenant's site Document / Content management Forms / Workflows / Business Rules - Creation and Change Management d. Single sign on for all applications e. Handling of multiple sessions for a given client f. Creating and implementing cross application workflows without need to logging in multiple applications and data entry in multiple applications g. Ability to integrate multiple applications or onboard new applications as and when they are introduced h. Knowledge base Test Case 12b: Technology Integration Demonstration of framework for end-to-end integration for existing (and upcoming) applications / systems and present them in a unified manner to both call centre agents and at customer service centers using the following: Front end integration / Screen level integration Web service integration Staging area database access Automation tool-kit to perform configuration based quick hosting and automation of various types of applications web, java, windows, mainframe, emulators, etc 1.20 Hand-holding: Training may be given to OFRB employees in trouble shooting and managing interface with candidates 1.21 System Support Service One Year Onsite warranty shall be given from the date of commissioning. Apart from the system setup, the Service Provider shall also offer ongoing system maintenance and project management expertise thus ensuring required application e.g. IVRS, ACD etc is running smoothly during the service period (24x7 period) during warranty period Operations and Maintenance The selected bidder shall provide maintenance services for a period of 3 years from the date of commissioning of the Citizen Contact Center. The scope of the services for overall Physical and IT

17 infrastructure management shall include Monitoring & Maintenance of the entire Contact Center Penalty In case uptime for IVRS falls below the guaranteed level, OFRB will impose a penalty as given below. Further, if uptime of IVRS during any month is less than 95%, OFRB will not make any payment for that month. Uptime Penalty in % of total monthly maintenance payment >= > 98 to < > 97 to > 96 to > 95 to < 95% Incident Response Procedure The threats identified that will affect the delivery of service, the preventive measures to minimize those threats and the response procedure to cope with it and what to do to shorten the duration of problem Miscellaneous General Recording of all the voice messages should be done in good quality professional voice. Detailed Instruction Manuals and Operational Manuals have to be supplied with the system. At least four persons have to be trained by the supplier. The system should be capable of working round the clock throughout the year The OFRB will supply all the necessary input electrical power, telephone lines etc. Online Support Facility, Support for 12 months from date of installation (free of cost) and on payment of AMC thereafter for minimum of five years as required by OFRB IMP NOTE: 1) Implementation of the project and its Installation will be by a Company whose IVRS process and systems are ISO 9001:2008 certified and who has installed at least 10 IVR systems with the Govt (Centre & State), Autonomous institutions like PSU Banks etc. 2 The system should be capable of working in LAN environment if required 3) System should support Web based (or Intranet based) interface for reporting and its integration with the system 1.26 Turnkey Cost: Cost components involved (like licenses, support services, training implementation, integration, etc)

18 Cost components others (like third party integration, database, hardware, PRI Lines leasing etc) Life Cycle cost may be brought out (Hardware including Server if any + Software + Installation Commissioning + Any Other cost to be borne by user + Comprehensive AMC cost for 7 years)