RFP for selection of service provider for Call Centre services

Transcription

1 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 , Sector 17-B, Chandigarh Website: Page 1

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3 Table of Contents 1. INVITATION FOR BID General Information Schedule of Bid process... 6 SECTION INSTRUCTIONS TO BIDDER ON ELECTRONIC TENDERING SYSTEM SCOPE OF WORK Background INSTRUCTION TO BIDDERS Introduction Compliant Proposals / Completeness of Response Language of the Bid Bid Validity Pre-bid Meeting & Clarifications Right to Terminate the Process Submission of proposals Late Bids Disqualification Evaluation Process CRITERIA FOR EVALUATION Technical Qualification Criteria Technical Bid Evaluation Commercial Bid Evaluation APPOINTMENT OF VENDOR Award Criteria Right to Accept Any Proposal and To Reject Any or All Proposal(s) Notification of Award Contract Finalization and Award Performance Guarantee Signing of Contract Failure to Agree with the Terms and Conditions of the RFP PAYMENT TERMS PENALTIES Page 3

4 Call Centre services GENERAL TERMS & CONDITIONS NOTIFICATION OF AWARD SIGNING OF CONTRACT TERM OF THE CONTRACT INDEMNITY Ownership of Data & Security TERMINATION OF JOB Termination for Insolvency Termination for default FORCE MAJEURE ARBITRATION APPLICABLE LAW JURISDICTION ANNEXURE ANNEXURE A : Documents for the Commercial Bid Commercial Bid Form ANNEXURE B : Documents for pre-qualification proposal Letter of submission of Bid Business Details Declaration that the bidder has not been blacklisted ANNEXURE C : Documents for technical proposal Bidder Operational strength in India Curriculum Vitae (CV) Template ANNEXURE D : Compliance Sheet for Pre-Qualification Proposal ANNEXURE E : Compliance Sheet for Technical Proposal ANNEXURE F : Call Centre BOM ANNEXURE G : Compliance Sheet for Entity s Profile Page 4

5 ABBREVIATIONS Terms GoI GoH Bidders Purchaser/ Department Vendor EMD Description Government of India Government of Haryana Any firm/ agency/ company/ supplier responding to Invitation for Bids and which is participating in the Bid HARTRON Successful bidder with whom the purchaser enters into a contract against this tender. Earnest Money Deposit Page 5

6 1. INVITATION FOR BID 1.1. General Information Item Reference Tender Date Tender Reference Number Title Issuing Department Hartron/Services-I/ /01 RFP for selection of service provider for Call Centre services HARTRON Contact Person Details , Tender document is available at Address of website where tender and all associated information would be from 2.00PM onwards from 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. and e- procurement portal i.e. of Haryana Govt. on regular basis for updates/corrigendum issued by Hartron related to the tender Schedule of Bid process SNo. Event Date & Time Venue Purchasing / Downloading the bid documents From 2:00 PM 2 Pre-Bid Meeting at 11 AM HARTRON, SCO , Sector 17-B, Chandigarh Page 6

7 SNo. Event Date & Time Venue 3 Issue of pre-bid meeting clarifications and addendum 4 Deadline for submission of bid upto 2:30 PM and 5 Opening of Pre-Qualification Bid at 15:00 PM 6 Opening of Technical Bid To be intimated later HARTRON, SCO , Sector 17-B, Chandigarh HARTRON, SCO , Sector 17-B, Chandigarh Opening of Commercial Bid To be intimated later HARTRON, SCO , Sector 17-B, Chandigarh Page 7

8 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. Please visit the website for more details. 1.2 Obtaining a Digital Certificate: 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 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 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 E - mail: Chandigarh@nextenders.com Help Desk: (Toll Free Number) 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

9 keep a backup of the certificate and also keep the copies at safe place under proper security (for its use in case of emergencies) 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 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 The digital signature of this authorized user will be binding on the firm 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 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 e- tendering Portal Pre-requisites for online bidding: In order to bid online on the portal 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 Page 9

10 1.6 Download of Tender Documents: The tender documents can be downloaded free of cost from the e-procurement portal and Hartron website 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: 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 The secure electronic payments gateway is an online interface between contractors and Debit card / online payment authorization networks 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) The bidders shall quote the prices in price bid format 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 Bidders participating in online tenders shall check the validity of his/her Digital Signature Certificate before participating in the online Tenders at the portal For help manual please refer to the Home Page of the e-procurement website at and click on the available link How to...? to download the file. 1.9 Guideline for Online Payments in e-tendering Page 10

11 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 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

12 (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. 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: iv. 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

13 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 Name of the bank Sr.no Name of the bank I. Allahabad Bank II. Axis Bank III. Bank of Bahrain and Kuwait IV. Bank of Baroda V. Bank of India VI. Bank of Maharashtra VII. Canara Bank VIII. City Union Bank IX. Central Bank of India X. Catholic Syrian Bank XI. Corporation Bank XII. Deutsche Bank XIII. Development Credit Bank XIV. Dhanlaxmi Bank XV. Federal Bank XVI. HDFC Bank XVII. ICICI Bank XVIII. IDBI Bank XIX. Indian Bank XX. Indian Overseas 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. Oriental Bank of Commerce XXIX. South Indian Bank XXX. Standard Chartered Bank XXXI. State Bank of Bikaner and 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. Union Bank of India XXXIX. United Bank of India XL. Vijaya Bank XLI. Yes Bank Page 13

14 1.10 PAYMENT OF TENDER DOCUMENT FEE AND EMD Sl Item Amount Reference No 1 Bid fee & Rs. 1000/- & Rs. The Payment for Tender Document Fee Rs. 1,000/- eservice fee 1000/- (Rupees One Thousand Only) and eservice Fee Rs. 1000/- (Rupees one thousand only (Non refundable) can be made 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 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 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 The Bidders can submit their tender documents (Online) as per the dates mentioned in the key dates:- Page 14

15 Sr. No. Department Stage Bidder s Stage Start date and time Expiry date and time 1 - Tender Document Download and Bid Preparation from hrs upto hrs 2 Submission of CDs/DVDs upto hrs upto hrs 3 Technical Bid Opening - To be informed later 4 Short listing of Qualified bids & Opening of Financial Bid - To be informed later 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 Bidder must confirm & check his/her bid status after completion of his/her all activities for e-bidding 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 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 chnadigarh@nexttender.com Page 15

16 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 of citizen services including grievance management have been identified 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

17 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 more seats. In the later stages, 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

18 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

19 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 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

20 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

21 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 for each agent, centralized air conditioning, UPS in hot stand by 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

22 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

23 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

24 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 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. by the firm. Note: Cost for hosting of the call centre application, if required, will be borne Page 24

25 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 indicative and not exhaustive) below is 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

26 v. CRM will send the closing SMS to the caller who has lodged a grievance. Outbound Calls i. Whom did they call? 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. Application (Hard Copy) received by the Department iv. CRM will also have the facility to update and add the officer or staff mobile number. i. Names and details about the caller 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 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

27 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 status back to call centre agent who can update status to citizen, 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 2- way 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

28 interfacing lifecycle including analysis, requirement analysis, design and development and testing 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 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 shall include Unit Testing, System Testing, Performance Testing, Integration Testing etc. Page 28

29 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 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 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

30 Operation and Maintenance i. Internet Connectivity Internet connectivity is required to access s 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

31 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

32 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

33 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