REQUEST FOR PROPOSAL SUPPLY, INSTALLATION AND CUSTOMIZATION OF HELPDESK SOFTWARE. Tender No. ECIL / CSD / dated

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1 REQUEST FOR PROPOSAL FOR SUPPLY, INSTALLATION AND CUSTOMIZATION OF HELPDESK SOFTWARE Tender No. ECIL / CSD / dated ELECTRONICS CORPORATION OF INDIA LTD ( A Government of India Enterprise ) Customer Support Division ECIL PO HYDERABAD Website: Tel No / Fax No Id: 0

2 1. Introduction: Details of the specifications of Helpdesk Software Electronics Corporation of India Limited (ECIL) is a premiere Technology Provider in the country and it has large customer base in sectors like Nuclear, Defense, Coal, Space, Security, Port, Steel, E-Governance etc. Customer Support Division (CSD) of ECIL is responsible for providing installation & commissioning, warranty and post warranty support to systems / solutions supplied by ECIL. It has a large service network across the country with 5 Regional Maintenance Centres (RMCs), 20 Sub Regional Maintenance Centres (SRMCs) and 30 sites manned by 250+ experienced and trained engineers to extend service support to the customers to meet service level agreements (SLAs). ECIL is planning to install a Help Desk facility at Head Office in Hyderabad to provide satisfactory support to its customers and intends to procure a state of the art Help Desk Software. 2. Objective: With the installation of the procured Help Desk software, the Help desk facility of ECIL should be a value added service centre for its internal and external customers to improve quality of service resulting in enhancement of customer satisfaction. 3. Eligibility Criteria: i. Bidder should have implemented fully similar Software for its three clients in India and out of which at least one in Andhra Pradesh. Bidder should be ready to demonstrate the functioning of the software at one of such client s place. ii. Bidder should have a support centre in India, preferably in Hyderabad. ( Documentary evidence in support of the above should be submitted ) 4. Operational features of Help Desk Software: The Help Desk operation is broadly consisting of the following: 1. Call registration and automatic ticket generation. 2. Recording of calls received. 3. Action for call resolution. 4. Tracking of the calls by the end users. 5. Conformation of call resolution and call closure. 6. Prioritization and automatic call escalation. 7. Report generation. 8. Gathering customer feedbacks. 1

3 4.1. Call registration and automatic ticket generation: Call registration with the Help Desk shall be through any of the following: 1. Telephone call (Toll free number) 2. message 3. Web site 4. Fax message 5. Letter correspondence Telephone call (Toll free number) i. Customer can make call on toll-free number and shall identify himself w.r.t name, designation, and from where the call is originating. The caller shall describe the nature of the problem in detail. Based on that Help desk personnel will capture all the relevant information into a standard registration form. ii. Once a call is registered, a ticket is issued which would be the sole reference entity for the call henceforth message i. Customer can mail the problem by giving all relevant information to Help Desk. The Help Desk will capture the information into a standard registration form. ii. Once call is registered, a ticket is generated and ticket ID is mailed to the sender automatically Web site i Help desk shall prepare a list of valid customers with customer ID and password. Whenever any customer wants to log with help desk, he should provide the customer ID and password. Help Desk validates the customer s identity and allows the particular customer to post his problem through standard registration form. ii A ticket is generated for a valid compliant and ticket ID is issued to the sender automatically. 2

4 4.1.4 Fax message i. Help desk will receive the fax. Fax information is captured into the standard registration form. ii. A ticket is generated for a valid complainant and ticket ID is conveyed to the sender automatically Letter correspondence: i. Help desk will receive the letters. Letter information is captured into the standard registration form. ii. A ticket is generated for a valid complainant and ticket ID is conveyed to the sender automatically. 4.2 Call resolution: i. The Help Desk personnel using known error database shall provide first level support. If a solution to the problem could be presented immediately over the phone or mail, the same shall be done and the call will be treated as closed and the complainant is informed accordingly. ii. If the problem is not resolved immediately It is categorized and routed to the support team based on the rules defined in the workflow. iii. The support team shall resolve and pass the status to the Help Desk. Finally, the ticket is closed with the caller as per the information available. 4.3 Call monitoring: i. Help desk shall have a system of monitoring the status of all registered tickets, closed tickets, pending tickets and reasons for pending on day-to-day basis and communicate their status to the customers. ii. Help Desk should provide the ability to track ticket durations by stage, identify how long a ticket has been pending in a certain stage. 4.4 Confirmation of call resolution and call closure: i. After the resolution of any ticket, system should send and SMS requesting for confirmation of the ticket resolution from the customer who has logged the call. ii. Help Desk should be able to close the call only after receiving confirmation from caller through SMS or mail. 3

5 4.5 Prioritization & escalation of the calls: Once ticket is issued, it is prioritized with a tag based on SLA. Support team shall act accordingly. If the SLA is breached an escalation alert would be sent automatically to the concerned manager through SMS or mail for further action. 4.6 Report generation: i. The Help Desk system shall generate wide range of reports related to calls and other operational aspects. ii. The Help Desk should allow generation of reports in various standard formats such as Excel, Text and PDF etc. and in different graphical views. iii. The report generation module should be flexible to user for customization to large extent at any point of time. 4.7 Gathering customer feedbacks: The help desk shall have a system to conduct online surveys to gather customer feedback and service satisfaction levels in order to achieve continuous service improvement. 5. Technical Specifications of the Help Desk software: i. Should comply ITILV3 process workflows, procedures and configuration and associated documentation out of box. ii. Should be capable of managing the entire service life cycle. iii. The help desk should have service management through which all customer service requests will be channeled. The service request could be initiated through a toll free number, , letter, Fax message and through any standard web browser. iv. Should have fast logging, automatic request (call) categorization, prioritizing. v. Should automatically determine the severity and priority based on the specific failed component. vi. Should allow queuing of requests and should be resolved on a FIFO basis. vii. Auto rule based assignments to associate. viii. Auto escalation through SMS or mail and visual alarm indicating breach condition and same should be displayed for Helpdesk personnel. ix. Should provide the tools to document capture and update information about a customer s reported issue and leverage knowledge management tools to maximize first- call resolution. x. Should be possible to capture solutions and re-use them when issues recur. 4

6 xi. System should document the resolution of all kinds of incidents logged. Update the problem management system with the details of resolution method. xii. System should be able to provide for the import of any issue along with its resolution method into knowledge base. Should have an expandable knowledge base. xiii. Must notify to the entry operator if an open problem already exists on the failed component being recorded or on a "higher level" component. xiv. Should also close all lower level tickets when higher-level ticket is closed. Lower level tickets should include work log and instructions from higher-level ticket. xv. Must be able to relate and link problems to specific incidents. xvi. Should provide real time and historical reporting capabilities xvii. Should have a flexible and customized reporting module. Should be able to generate wide range of customized reports like average call volume per day, call resolution details, status of pending and active calls etc. at any point of time. xviii. There should be provision to display the canvas / Dash board capturing the live data. xix. Help Desk software should provide basic tools like call registration (through all means), ticket generation, call resolution, call tracking, auto escalation and report generation etc. xx. Help Desk module should be able to integrate with industry standard (a) Network Node Manager (b) ERP System and (c) IVR/CTI. xxi. The solution should support SSL. xxii. Solution should support standard databases like MS SQL Server 2005 or higher or Oracle 10G or higher RDBMS etc at back end, Red Hat Linux, MS Windows Systems, HP-UX, SUN Solaris, IBM AIX etc as middle ware and standard Web browser at Front end. xxiii. Application Security: (a) Security should be role-based, define access to application modules, functionality within the modules and underlying data. (b) Should allow administrator to define roles associated with passwords. All passwords should be encrypted. xxiv. Customization: (a) The solution should have form based tools to add database and Web / GUI fields without the need for scripting. (b) The administrator or any user with the appropriate authorization should be able to modify workflows or create new workflows. (c) Should be easy to deploy and should provide flexibility to be tailored to our requirements. xxv. Scalability: Should have scalability feature for integrating other advanced tools like change management, CMDB, Request management etc. xxvi. Licensing: License scheme is floating for 5 analysts. However the number of licenses can be increased at any point of time. 5

7 6. Warranty: i. One year on site warranty support from the date of completion of installation which includes implementation and customisation ii. Version releases are to be provided and implemented free of cost during warranty period. 7. Other Terms and Conditions: i. Bids shall remain valid for 120 days after the due date of bid submission. ii. Bidder should submit an EMD of Rs. 30,000/- by way of a demand draft from any Nationalized / Scheduled bank drawn in favor of Accounts Manager, ECIL, Hyderabad , and Payable at Hyderabad at the time of bid submission. EMD amount of the successful bidder on whom purchase order is placed (hereinafter refer to as vendor), will be converted in to Security deposit. The Security deposit will be refunded on completion of the customization job and the receipt of the Performance Guarantee. EMD / SD will be forfeited if bidder / vendor in case of default. iii. Vendor should furnish Performance Guarantee in the form of Bank Guarantee from a nationalized Bank equivalent to 10% of the PO value which should be valid for a period of 13 months from the date of completion of the implementation. iv. Vendor should deliver the product within 4 weeks and complete the installation and commissioning at ECIL, Hyderabad within 8 weeks from the date of release of PO. v. LD will be 0.5% per week subject to a maximum of 5% of total order value for the delay in implementation and commissioning. If the software is not implemented in a stipulated time, ECIL has right to procure the same from other source at vendor s cost and risk. vi. Call has to be attended within 4 hours once the call is logged through phone/ fax/ mail and should be resolved within 8 hours during warranty period. vii. If a problem is not resolved within 24hours after reporting, a penalty of Rs1000/- per day shall be levied which will be deducted and adjusted from the PBG and also warranty period will be extended by number of days for which problem is not resolved. viii. Bidder should provide details of all the requirements for minimum Hardware and Software platform for implementing offered package along with the specifications. ix. If bidder is not OEM, OEM s Authorization certificate is to be submitted along with the bid for offering this item and also ensuring support to the offered item during warranty and post warranty period by Authorized bidder or OEM. 6

8 x. If any software modifications / patches are required / released during the warranty and Annual Support Contract period, vendor should supply the same free of cost and it should not have any financial burden on ECIL. xi. Training is to be provided free of cost for operator and maintenance level staff at Hyderabad for a period of minimum seven days on package and ITIL V3 including documentation. xii. Bidder has to provide implementation methodology and major time lines for implementing the package along with the bid. xiii. Configuration of Server, Creation of Database, Configuration of Application and security aspect of Database to be done and detailed documentation is to be provided. xiv. Bidder shall provide compliance statement to all technical and other points. Supporting data sheets / public documents shall be submitted along with the bid. 8. Payment terms: Payment will be made after successful installation, commissioning and acceptance of the package duly certified by ECIL engineer concerned and against submission of invoice in triplicate. Valid Sales Tax and Service Tax number should be mentioned on the Invoice.. 9. Annual Support Charges: Post warranty Annul Support Contract (ASC) charges for five years shall be quoted year wise separately. However entering into such contract is at the discretion of ECIL. 7

9 10. Bid Submission: The bid should be submitted in two parts: Part-A and Part-B, in separate sealed envelops super-scribed as Part-A: TECHNICAL BID and PART-B: COMMERCIAL BID respectively. Part-A shall contain all the documents regarding technical and other matters. Part-B shall contain only Price bid in given format. Both envelops along with EMD Bank draft should be put in a separate sealed envelop and super-scribed by the following. Bid for SUPPLY, INSTALLATION & CUSTOMIZATION OF HELPDESK Tender No. : ECIL / CSD / Do not open before 15:00 hrs Name and address of the bidder. and should be addressed to Sr.Manager (Purchase) CSD / IT&TG Electronics Corporation of India Ltd. ECIL P.O HYDERABAD Andhra Pradesh In case of any query, the parties may contact: Note: Phone: / Fax No ID: The bid should be signed on each page by authorized signatory. Last date of submission of bid: before 15:00 hrs. Bid submitted after due date and time will not be accepted. Bid received by or by Fax will not be considered and they shall be rejected. Date: Place: Hyderabad Sr. Manager (Purchase) 8

10 Electronics Corporation of India Ltd. Tender Enquiry No: Price bid Format S.no Item Unit Rate Rs. Tax Total Rs. 1 Supply of HelpDesk S/W Total in words: 2 Installation & Commissioning Total in words: 3 Post warranty ASC charges I Year II Year III Year IV Year V Year Total in words: 4 Additional floating license cost for each analyst if any Total in words: Date: Authorized signatory 9

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