Selection of Agency. RFP No.12/UPSDM. Outsourcing of Call Center Services for Uttar Pradesh Skill Development Mission. Client: UPSDM.

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1 Selection of Agency RFP No.12/UPSDM Outsourcing of Call Center Services for Uttar Pradesh Skill Development Mission Client: UPSDM Country-INDIA Issued on 27 th September

2 KEY-INFORMATION Particulars Tender Number Tender Title Cost of RFP Bid Security (EMD) Performance Bank guarantee Details RFP No.12/UPSDM Request for Proposal for Call center on outsourced model Rs. 5,000/- (Rs. Five Thousand Only) In form of DD in favor of MISSION DIRECTOR, UTTAR PRADESH SKILL DEVELOPMENT SOCIETY payable at Lucknow Rs. 50,000/- (Rs. Fifty Thousand Only) In form of DD in favor of MISSION DIRECTOR, UTTAR PRADESH SKILL DEVELOPMENT SOCIETY payable at Lucknow 10% of Bid Value valid up to 2 years Method of selection Least cost selection (LCS), Min. qualifying marks of 75 in technical bid. Date of Publish of RFP Agencies/ companies interested for proposal submission can directly download Tender Document from UPSDM portal and can submit it to UPSDM along with D.D. of required amount. Date & time of Pre-Bid Meeting HOURS Last Date and time for Submission of Bids Date and Time of Opening of Technical Bids Date and Time of Commercial Bid opening Place of Opening of Bids by HOURS (PM) at 16:00 HOURS (PM) To be notified later to the qualifying bidders only. Uttar Pradesh Skill Development Mission Department of Vocational Education and Skill Development Govt. of Uttar Pradesh ITI Aliganj Campus Aliganj, Lucknow Pin Code mdssdm-up@nic.in Mr. Devendra Tiwari/ Mr. Uma Niwas Tripathi Contact Persons for any clarifications/ Submission of Bids Contact Numbers ,

3 TABLE OF CONTENTS 1 INTRODUCTION PROJECT OBJECTIVE PROJECT SCOPE ELIGIBILITY CRITERIA ELIGIBILITY EVALUATION General Instructions Eligibility proof submission format SCOPE OF WORK CALL CENTER STRATEGY Customer Access Strategy Agent specification for call handling Call center services Call center Technology IVR Menu System Automatic Call Distribution CTI Call center Application Campaign Management Performance Monitoring Language Requirements Operating Window Security & Privacy CALL CENTRE SERVICES Business Process Analysis & Documentation function System Installation Network Implementation System Configuration Application Development User Acceptance Testing Knowledge Management Repository FACILITY MANAGEMENT PROJECT LOCATION RESPONSE TO SCOPE OF WORK Technical proposal Commercial proposal EVALUATION METHODOLOGY ELIGIBILITY EVALUATION

4 1 INTRODUCTION 1.1 PROJECT OBJECTIVE UPSDM is an autonomous society under Societies Registration Act 1860, of Vocational Education and Skill Development Department of Government of Uttar Pradesh. The mission has been set up to integrate the efforts of various state and Central Government Organizations in the area of Skill development. As the Mission is extending their customer service through various delivery channels, UPSDM now wishes to provide services through acall center. This call center should be purely on outsourced model to be setup at vendor premises. The vendor should setup all required infrastructure as required for operation of an outsourced model of call center. This call center will be operated from Vendor premises. 1.2 PROJECT SCOPE Vendors ( Bidders ) are required to submit their proposals in strict adherence with the following: 1. Operationalization of call center for UPSDM fully on outsourced basis. This call center should offer services in the following four categories: a) Information services b) Enquiry Services c) Request Services d) Grievances & Resolution 2. Providing required connectivity between call center location & UPSDM locations 3. Integration of Call center System with UPSDM training Programs 4. To provide necessary CRM solution for the implementation of call centre. 5. Bidder has to provide fulfillment module. Servers shall be hosted at vendor s premises. UPSDM will access fulfillment module. 6. Selected Vendor has to design IVR flow as per scope of work and take the mission approval during implementation phase. Vendor has to provide TPIN server which would be located at vendors premise. 7. Vendor has to provide services from one centre located in Uttar Pradesh region. 8. Bidder has to provide IVR solution and design IVR flow as per requirement 2 ELIGIBILITY CRITERIA The call center vendor must satisfy the eligibility criteria as given below. Vendor is required to provide the supportive documents for eligibility proof. 4

5 Sl. No. Attributes Eligibility Criteria 1. Vendor Type and General Qualification Agency should be Private or Partnership firm but no Consortium is allowed. The service provider should have specialization and experience (minimum 5 Years). 2. Legal Registration The service provider must be legally registered entity and should have registered office in India. They should also be able to render services within the state of Uttar Pradesh for the specific purpose of this Project. 3. Relevant Experience The service provider should have experience, working for the Government of State/ State Government Agencies. The Service Provider should have ISO-9001:2008 Quality certification 4. Financial Soundness Financial statements should demonstrate financial soundness of the service provider in order to undertake high profile/value contracts. The Bidder should have sum total of Rs Croreaverage annual turnover during the last three financial Years. (Audited financial statements of the last three years should be attached to RFP) 5. Net Worth The Bidder should have positive Net worth during the last three financial Years. 6. Black listing The Bidder should not have been blacklisted/terminated by any Government/Public Sector Organization/Agency for unsatisfactory past performance, corrupt, fraudulent or any unethical business practices, at any point. If a Bidder chooses not to disclose any such issue, and the comes to notice at a later date, the Organization will be free to revoke any contract entered with the bidder at its discretion 2.1 ELIGIBILITY EVALUATION General Instructions: 5

6 The Vendor needs to comply with all the eligibility criteria mentionedabove. Noncompliance to any of these criteria would result in outright rejection of the vendor s proposal The Vendor is required to provide proof for each of the points for eligibility evaluation. Technical bid not accompanied by relevant proof documents from the clients will not be considered for evaluation Any assumptions made by the vendor s in response of this RFP will be their own risk and cost. The Organization will not be liable for any such assumptions / representations made by the vendor s. The Mission s assumptions and decision will be final The Mission reserves the right to disqualify the vendor who does not submit sufficient proof of their credentials as prescribed in eligibility criteria Eligibility proof submission format A hard copy of the credential letters from clients neatly bound and labeled Vendor s Information a. Provide details of organization along with all the key contacts including their work phone, Mobile phone, work address and details. b. Provide certificate of incorporation c. Provide audited annual statement of accounts for the last 2 financial yeari.e and and in support of the following: Turnover and profit from products / services Locations in which the company has offices. Total number of employees in India d. Provide the necessary documentation in support for the vendor of the following: Corporate structure & History of the company Number of years in this business Specific certifications (ISO, etc) (Copy of the certificate(s)) Call Center Capability a. Solution Implementation capability Implementation Details: Time-frame Man power availability Any other information considered relevant by you b. Credentials Describe your company s experience in providing the products and services, relevant to this request, in the following format: Name of the company Year of start of Operations Key Clients details 6

7 c. The Vendor is expected to provide Call Centre agents who have expertise in Call Centre operations and should have good communication skill. The Service provider should have a welldefined methodology including processes and controls for providing call centre services Call Center Capability Credentials in running the Call center for at least two years The first stage of evaluation will be validation of the eligibility criteria. Only those vendors that meet the eligibility criteria will be considered for further Stages of evaluation. 3. Scope of Work 3.1 CALL CENTER STRATEGIES Customer Access Strategy UPSDM intends on engaging a Voice based Call Center to service their Candidates. This Call centershould be purely on Outsourced model. The Call Center Solution should be single location customer contact solution which will handle in-bound as well as outbound services Agent Specification for call handling Initially, the vendor would need to provide agents as per following requirements: Morning Shifts - 6 Agents Evening Shifts - 6 Agents UPSDM may increase the agent s strength from 06 to 08 in the following years Agent Qualities All the agents should have the following qualities: 1. The agent must have experience in handling and managing in bound and out bound calls 2. Ability to handle and track calls in a timely manner 3. Excellent communication skills (verbal Languages: English and Hindi) 4. Experience working within a high pressure and demanding environment. 5. Agents should be minimum of graduates Agent Skill set Agents should possess the skill mixture some of which are indicated below: a) Traits Self-Confident-Not easily intimidated Well Organized Persistent Disciplined Highly Motivated 7

8 Professional demeanor and delivery Able and willing to willing to assimilate new material quickly Committed to Succeed Able to multi-task b) Skills Excellent Communication skill in Hindi and English; verbal and listening skills Good command of grammar and spelling Good typing skills Able to interpret needs and articulate best responses Able to deliver good rebuttals Able to mirror the caller s style Quality Service required from the agents: Maintaining customer satisfaction is a critical factor and some of the Metrics that are required to measure Customer Satisfaction are as follows: Number of calls resolved by agents as First Point of Contact(FPOC) Resolution Rate (%) Average call response time (This is the average time taken by callers waiting in a queue to be attended by an agent). Also known as Average Speed of Answer (ASA) Average call handling time,(this is the average amount of time during which agents work with callers, including actual talk time, hold time and after call work / wrap up time) Abandoned call rate (%) (This is the percentage of calls abandoned by a caller when a caller is in agent queue) Average delay before abandon (This the average time spent by callers in agent queue before abandoning calls) Repeat call rate (%) (This is the number of calls relating to a previous ticket/.complaint number) Average After call work time / Wrap up time (This is the time taken by an agent to complete talks related to a call after the call has terminated. Ex. Data entry or placing outbound calls etc) Average hold time (AHT) (This is the average amount of time a caller is connected with an agent and placed on hold while waiting to be transferred for an escalation or while an agent seeks assistance for the caller s issue) Average talk time (ATT) (This is the amount of time a caller is connected with an agent and not on hold) Number of complaints escalated to Level 2 and resolution time Number of complaints escalated to Level 3 and resolution time Error rates (re-work and overrides) Customer survey results (call satisfaction levels) Call Center Services The call center is supposed to provide the following services to the customers- 1) Information Services 2) Enquiry Services 3) Request Services 8

9 4) Grievances and Resolutions The Vendor is expected to draft formal process manuals and call flow to handle all above requests. The Mission will obtain necessary clearance / approval from concerned department on the call center processes drafted by the vendor. In case the department finds the processes drafted to be contrary to the UPSDM s policies and procedures, the vendor will modify or create a new process toensure organizational compliance. The vendor may use Microsoft Word, Excel and PowerPoint tools to create the process documents Call Center Technology The vendor is expected to deploy the latest technology in the proposed outsourced Call Center solution for UPSDM Interactive Voice Response (IVR) Menu System Receive all inbound calls on the telephone number specified by UPSDM and prompts the callers to make their selection(s) Identify customer through CLI and support intelligent call routing Include speech recognition engine in order to support and interpret multiple languages, especially English Text to speech capability must be supported for multiple languages including English and Hindi 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 to capture usage details of each customer as the customer traverses through a 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 center performance Automatic Call Distribution (ACD) Handle high call volumes efficiently Support multiple groups for all call types Provide the capability of combining data with the Interactive Voice Response (IVR) menu system that can intelligently rout calls requesting further assistance to a smart Automatic Call Distributor (ACD) Provide highly configurable system for adding/removing users, assigning users to different queues and defining skill sets Support skill-based routing Allow calls to be transferred within the call center Support the relaying of the information messages (marketing messages) to voice callers waiting in queues or on hold Computer Telephone Integration (CTI) 9

10 Should be able to integrate with hybrid setup of a call center solution It should be interfaced with the Core system and the other third party applications of UPSDM so send/receive data which needs to be populated Ability to generate and service requests On transferring the call to another agent the screen too should be transferred to that agent s screen The CTI must be capable of activating the fast dialing feature of the ACD Call events should be handled from the system such as hold, retrieve hold, conference, transfer etc. CTI should be integrated with core call center system and update the IVR Call Center Application Call center application should have following features : Support Ticket with all related data logging and tracking Enable Managers / Supervisors to monitor the overall performance of the Call Center agents and interact when needed. Call center application must also interface with UPSDM s Applications given above to retrieve information and perform tasks which would be required by the agent. The application must integrate with the CTI and should be able to pull IVR usage details of the customer including all options selected by the customer and all details entered by customer from the time the customer reaches an agent. Agent should be able to log and track each ticket. Information of the escalated tickets should be made available as and when required Campaign Management Should have the capability of management and execution of effective outbound calls involving marketing campaigns and calling back to customers. Should have the capability to monitor & report of outbound call activities Performance Monitoring Provide the capability to define key Performance Indicators (KPIs) and measure performance against defined KPIs, both online and with scheduled/ad-hoc reports Recording 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 searching capabilities Calls must be stored for 15 days and preserved and should be made available when required. The media for archival (tapes) will be provided by the Vendor Language Requirements The call center must initially support both English & Hindi languages. Other local language support will be required in subsequent phases. The proposed call center solution must be capable to handle multiple Indian languages. 10

11 Operating Window The call center will operate on a 24x7 basis. The call center shifts should be 8 hour shifts Security and Privacy Proposed Call center solution should be designed in a way that guarantees that information is collected directly from the caller and should only be used for the specific purpose for which it was collected. Privacy of customer information guidelines must be pushed to Call center agents to ensure that customers are told how their personal data will be used System access to information proprietary to UPSDM must comply with their privacy and access to information policy. System must maintain log including date, time, terminal number of each operation, done by every user/group and the separate log should be maintained. There should be a complete and comprehensive security from unauthorized access and misuse. Access to the system for all the users should be available only through menu selection of the user interface. System should have provision to block/delete/relocate users Access to data should be based on parameters such as viewing, modifying, authority level to access etc and should be linked to user access rights. Support encryption of data during exchange internally and with external systems. System should support the following: a. Forced password change b. Dual user authentication c. Display last login/logout d. Failed login attempts e. Inactivity time out f. No concurrent login g. Block/delete/relocate users h. System must comply with IT Security configurable requirements i. Password criteria restrictions j. Password not displayed when entered k. Password Length (Minimum and Maximum) l. Password change interval m. Password change warm time n. Password change history (password cannot be repeated) o. Login session timeout p. Disallows concurrent login sessions q. Allows password reset r. Allows user to change pass s. Account inactivity period before account lockout t. Allows password encryption during transmission Training: a) By selected Bidder 11

12 The selected Bidder will train the agents on general Call Centering, covering the following topics: Role as Voice Agent Professional Customer Relationship & Customer Care Correct pronunciations (English, Hindi) and accent Using phrases properly Call handling Dispositions Reporting Quality Assurance/Monitoring Scripting/Call Flow Handling Objections Demographic Overview Complaint Procedure and call forwarding to the right agent b) By Client Clients will co-ordinate training of agents in respective area & providing subject/domain experts. Overview of various areas (Education, health, Career Guidance & Grievances) pertaining to which the calls will be answered. Basic FAQs and policy related matters related to the specific area 3.2 Call Center Services The vendor is required to provide all services related to call center offsite at vendor s premises. Vendor may factor the cost for these services in Bill of Material Business Process Analysis & Documentation function Tasks: Understand the current state business processes and functions pertaining to the business areas included in the scope. Develop the future state business processes (facilitated by the proposed call center solution) System Installation Tasks: The implementation will consist of implementing the proposed call center including all the applications as per the requirements of UPSDM. The Vendor will be responsible for recording all IVR messages in both Hindi & English. Deliverables: Recording of voice prompts Provide the manuals and management of the following 12

13 - Administration - Users - Technical services - Security - Operation Manual / services Network Implementation Network architecture at proposed call center should be devised and implemented considering government guidelines & customer convenience System Configuration Tasks: Define a Test & Development Environment Configure / setup the Test & Development environment to facilitate interfaces development and any required customization Configure/setup the Production Environment Build the IVR Call Flow & Call Tree Configure, record and implement the voice prompts Deliverables: Test & Development environment setup Production environment setup Setup/Configuration Document IVR Call Flow & Call Tree setup along with voice recording User Acceptance Testing Tasks: Develop Test Scripts Support User Acceptance Testing (UAT) activities Resolve any reported problem during UAT Provide a details testing schedule Deliverables: Test Scripts Detailed test plan Resolve errors identified during testing phase Knowledge Management Repository Tasks: Collate and document information on all products, services and relevant Businesses of UPSDM which may be serviced through call center. Place all documented information in a knowledge repository 3.3 FACILITY MANAGEMENT UPSDM intends that the contract which is contemplated herewith with the Vendor shall be for a period of 2 years from the date of fully Operationalization of call center 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 vendor at no cost to UPSDM. This contract can be further extended for a period of 2 years on mutually agreed prices. 3.4 Penalty Clause 13

14 a) In case the service provider fails to provide required quality of the service for Call Centre/Customer care activities penalty as mentioned below will be imposed on the Service Provider. Quality of service will be defined on monthly average basis for Average number of calls to agents per day and unattended calls per day (as per call log generated from exchanges & IVR Call distributing system) as under: Categories % Unattended Calls Penalty per month 1 Less than 5% NIL 2 5% to 7% 1% of monthly payment 3 8 % to 10% 2% of monthly payment 4 10% to 15% 4%of monthly payment 5 Beyond 15% 6% of monthly payment Note: The Unattended Calls will be calculated only the agent is available in the system. b) The penalty will be deducted from the monthly payments to be made to the service provider. Minimum calls per shift of12hours per agent to be achieved would be 200 calls (subject to traffic inflow and average handling time per Call equals 3 minutes). Successful bidder will be provided relief period of one month from date of start of the operation during which time, the penalty mentioned herein (200 calls per shift) will not be applicable. After one month the exact penalty will be decided based on the response & call statistics. c) Performance Bank guarantee will be en-cashed for unsatisfactory service to CLIENT after allowing reasonable chance to set right the service deficiencies to the full satisfaction of Client. Performance Security can be forfeited/en-cashed to set off claim of CLIENT for penalty. d) In case the infrastructure is not installed within 45(forty five) days from the date mentioned in the confirmed work order, penalty shall be imposed at the rate of Rs. 500 per day. 3.5 PROJECT LOCATION This project will be executed from Vendor s premises where call center is being proposed preferably in Uttar Pradesh. 4. RESPONSE TO SCOPE OF WORK The Vendor has to structure its response in the following order The bids shall be submitted in four parts viz. 1) Technical Bid- Containing eligibility, functional, technical and Eligibility bid along with cost of RFP& EMD amount. 2) Commercial Bid shall be submitted in separate sealed sub-envelopes super scribing Commercial bid for Call enter project. 14

15 These two envelopes should be put together in a separate sealed master envelope super scribing BID for UPSDM CALL CENTER PROJECT Eligibility proof should contain i. Lists of credentials ii Eligibility criteria proof Functional/Technical Bid should contain i. Table of Contents (list of documents enclosed) ii. 1 copy of the functional/technical proposal with pages properly numbered. iii. A copy financial proposal. Commercial Bid should contain i. Table of contents (list of documents enclosed) ii. 1 hard copy of the commercial proposal. Please note that if any envelope is found to contain both functional/technical and commercial offer, then that offer will be rejected outright. The Vendor should certify that the contents of the CD s are the same as that provided by way of hard copy 4.1 Technical Proposal The vendor needs to elaborate on the proposed methodology for projectimplementation and management. These should include Detailed Project Plan Vendor personnel qualifications, including education, certifications, relevant work experience. Business Process Analysis and Documentation Gap Analysis and Customization Product Parameterization User Acceptance Testing System Installation and configuration Go-Live Project Management Office Setup 4.2 Facility Management The vendor needs to elaborate on the proposed methodology for facility management. These should include Proposed services Proposed plan to meet SLAs Proposed tools to monitor and achieve SLAs 15

16 People deployment plan 4.3 Commercial proposal Bill of Material and Commercial Bid The vendor needs to provide pricing information in the Bill of Material format given in Annexure. Commercial Bid in the format provided. All items specified in the Bill of Material need to be covered in the Commercial Bid. Prices quoted by Vendors should be inclusive of all costs such as, taxes, levies, cess, excise and custom duties, installation, insurance etc. that need to be incurred excluding Service Tax, which shall be paid extra. 5. EVALUATION METHODOLOGIES The evaluation will be a three-stage process - Phase 1 Eligibility Evaluation Phase 2 Functional & Technical Evaluation Phase 3 Commercial Evaluation 16

17 Annexure 1: Details of the Agency Sl. No Information Sought Details given by the applicant 1 Name of the Agency 2 Date of Establishment of the Agency (Proof to be enclosed) 3 Detailed office Address of the Agency, telephone number, fax number and mobile number (Proof to be enclosed) 4 Website Details 5 PAN Number( Copy to be enclosed) 6 Service Tax Registration Number (Copy to be enclosed) Provident Fund Registration Number (Copy to be 7 enclosed) 8 ESI Registration Number (Copy to be enclosed) Professional Tax Registration Number (Copy to be 9 enclosed) 10 State Registration Number (Copy to be enclosed) Proof of Labour License with existing clients (copy to 11 be enclosed) 12 Annual Turnover: As revealed in annual financial statement Net Worth Proof of Existence of the firm for the last 05 years Name and designation of Authorized person eligible to enter into contract. (Power of Attorney/Affidavit in favor of Person signing the papers to be enclosed). Name of the contact person for conveying any information along with telephone nos. in absence of authorized person mentioned above. 17 Details of Affiliation/ Certifications 17

18 Annexure 2 Technical Requirements Approach and methodology (within 200 words)- Sl. No. Requirements Marking Formula Max. Marks 1. Business Continuity Automatic switch to Call Center Y= 4 4 agents, if IVR malfunctions (Y/N) Does the server architecture have Y= 4 4 inbuilt redundancy (Y/N) 2. Audit Trail Ability to have audit trails with all (Y/N) the related fields, such as User ID, login and logout time, changes made before and after, Machines Y= 5 5 ID, and all users' transactions, etc These standard reports are generated from the system periodically, and on ad-hoc basis: (A) List of users, user privileges and status (B) User sign-off and sign-on (C) User violation unsuccessful login attempts (D) User additions, amendments and deletions 3. Incorporation of registration Certificate of incorporation 5-6 = =4 5 >10 = 5 4 ISO certification PFESI, TANTIN, PAN, Service Tax, Licenses ISO,ST,ESI,PF,TAN,PANTIN,LABOUR If Yes = 2 16 otherwise 0 each. 5 Turnover Audited Annual Turnover of the firm from Call related activities Details 18

19 5a Cr Cr. = Cr Cr.=5 >2.50 Cr. = 10 5b Cr Cr. = Cr Cr.=5 >2.50 Cr. = 10 5c Cr Cr. = Cr Cr.=5 >2.50 Cr. = 10 6 Existing Infrastructure 6a Hardware 6b No. of PCs 1-10 = 1, >=11=2 2 Servers 1 = 1, >=2 =2 2 Scanners 1 =1, >=2 =2 2 Printers 1 = 1, >=2 =2 2 EPABX 1 = 1, >=2 =2 2 Manpower NO. of manpower 1-10 = = =12 >30 =16 7 Experience in Call Center Operations 7a Experience in Call Center Operations 1-2 Years Years

20 Annexure 3 Commercial Price Bid Sl. No Items Unit Rate (excluding Service Tax) [a] 1. Cost per agent per shift per month Qty Multiplication Factor [b] [c] Supervisor Charges Venue Cost Hardware & 1 Software Charges 5. One time Connectivity Charges including routers and links Any other cost not covered above ( Please describe in detail) 1 1 Total Cost =A*b*c [d] Grand Total *Telephone call rates shall be paid at actual, every quarter on production of vouchers. Note: Total cost of ownership will be sum of items from Sr. no 1 to 6 given above Agent shift will be of 8 hours duration Prices quoted should be inclusive of all taxes/octroi / levies except services tax which shall be paid extra on actual basis. 20

21 Point wise response to the PTPs quarries raised in pre- bid meeting held on A 12 hour shift from 8 AM to 8 PM is recommended with IVR response during remaining hours. 2. Around 18,000 calls per month can be taken as the minimum number of incoming calls. 3. Vendor should pay the call bill with a provision of clearance of bills at actual by the mission every quarter. 4. Programmatic training can be provided by Mission. Technical and other call center related training should be provided by the call center itself. 5. New agents should be trained by the call center itself. Refresher training on programmatic elements shall be provided from time to time through UPSDM. 6. Potential organizations need to understand the likely requirements of UPSDM and propose accordingly. Participating organizations are in the best position to suggest on this. In fact this shall form core of their proposal. These bids should be invited on a Quality cum Cost basis. It may be mentioned, that software requirement shall be limited to a grievance redressal system. Most of the information shall be fetched from the UPSDM portal through an non-editable interface for the call center agents. 7. These must be arranged by the call center itself. 8. Telephone bill may be paid at actuals every quarter. Rest of the costs are to be included as part of bid value. Call record may be maintained during the entire period of contract and must be handed over to UPSDM at the end of contract period. 9. Outgoing call number will depend on the UPSDM requirement and as per need of mission. 10. Telephone bill will be paid as per actual. 11. Last date of tender document submission can be fix on Agencies/ companies interested for proposal submission can directly download Tender Document from UPSDM portal and can submit it to UPSDM along with D.D. of required amount. 21

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