Aajeevika Skills Ministry of Rural Development II Floor, Core 5 A, India Habitat Centre, New Delhi , INDIA.

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1 Aajeevika Skills Ministry of Rural Development II Floor, Core 5 A, India Habitat Centre, New Delhi , INDIA. CLARIFICATIONS ON QUERIES RECEIVED FROM PROSPECTIVE BIDDERS AGAINST NCB FOR BPO AGENCY FOR CALL CENTRE AND DESK VERIFICATION Dated 13 th October 2014 Ref No. J17060/146/2014 dated PRE-BID MEETING HELD ON IDA Credit No. IDA 4978-IN Pre-bid meeting was held on 15 th September 2014 at ASD Office and all the queries raised by the prospective bidders were answered during the meeting. However, following additional queries were received subsequently by mail and are being clarified herein below: Sl. No. Clause Ref QUERY CLARIFICATIONS 1 Section V Para III (i) (Page 47) 2 Section V (Page 48) 3 Section V Para III (ii) For Desk Verification (PIA Registration & Proposal /Application processing), will the BPO Agency be directly working on Aajeevika Skills Development and Monitoring Solution (ASDMS) system provided by ASP with relevant access? It is understood that ASDMS has the capability for viewing pending cases, update cases and manage queues for BPO Level 1 and Level 2. Will the system have a provision for distribution and allocation of cases, SLA management for activities performed by BPO Agency? Will the BPO Agency need to provision an application over ASDMS to support the required activity. Will the application (ASDMS) maintain attachment of documents uploaded for PIA registration and Processing and will the same be available in the System for future reference? Is there an expiry or time limit for availability of documents? Grievance Management- Is the scope limited to inbound Calls managed by BPO? Does this involve other interaction channels, specify if any. Is there a scope for At present the PRN Registration & Proposal /Application management modules of ASDMS are being developed. ASDMS will follow the work-flow and certainly have the provision for knowing the pending cases, update cases and queue management. Also ASDMS is planned to have the distribution and allocation of cases with minimal functional requirements. However, the internal IT systems of BPO may build upon the additional requirements over and above the existing functionalities. Documents uploaded will be available in ASDMS for future reference. No expiry date is foreseen at present. No.

2 4 Section V Para III (ii) 5 Section V Para III (ii) 6 Section V Para III (ii) 7 Section V Para III (ii) 8 Section V Para IV (v) 9 Section V Para IV (vi) 10 Section V Para VI (vi-vii) self-service Grievance Management System, extended to citizens and PIA on Web. Grievance Management- Service requests and complaints are raised in call centre CRM, or any specific complaint management system provided by ASP with reference number tracked in CRM? How are queries routed to specific handling officials or SME s? In case CSA is unable to resolve the query, is there an escalation matrix and what is the mode of communication? Is this provisioned through ASDMS? Does the proposed application need to trigger any alerts or notification back to the Citizen/ PIA / concerned Departments? On closure of complaints at MoRD end, how are these re-routed to the contact centre application for CCE to update the customer? Will MoRD officials have access to service request created by contact centre? Whether this would be available in System developed by ASP, or needs to be provisioned by the bidder? Whether, it would be provisioned through ASDMS in case complaints are logged into ASDMS system? Is the time line of 4 weeks inclusive of application development and deployment? Can this be deployed phase wise, with defined priority of deployment? Any preference for BI Tool in specific? Kindly elaborate the scope of integration and functions covered under ASDMS that needs to be interfaced. ASDMS does not have Grievance Management System. Provision for escalating the queries to higher levels is not there in ASDMS at present. Such escalations need to be part of the internal IT systems of BPO. Alerts need to be triggered and the re-routing has to be proposed by the bidder as part of the technical proposal matching the Project objective. Access to service request for MoRD need to be provisioned by the bidder. 4 weeks is meant for making the services available as specified in RFP. Bidder is required to propose the suitable project implementation strategy as part of its technical proposal. Bidder should propose the appropriate BI tools as used in BPO industry for projects of similar nature. It should be part of the technical proposal submitted by the Bidder matching the Project objectives. As of now, ASDMS, an online web-based application covering all the major modules required for the program is being developed by ASP. Modules include PRN registration module, Proposal Management module, Training centre Management & inspection modules, Candidate management modules etc., The IT systems developed by BPO shall be integrated with ASDMS preferably seamless web-services with minimal

3 11 Section V Para IV (vii) 12 Section V Para IV (iv) 13 Section V Para IV (vi) 14 Section V Para For integration with ASDMS, the mode of communication required for integration needs to be defined. The integration points with the applications and other peripheral systems which Client has and needs the bidder to integrate with needs to be provided. Support/ documentation and APIs for ASDMS are also required to be provided. Front end and back end of ASDMS and other Client systems need to be integrated and supporting technology for integration- the details need to be provided. From Application implementation perspective, which would be an ongoing activity. To support the same, whether we would need to factor dedicated development resources for the total project tenure. Please confirm whether vendor can leverage its existing state of the art contact centre platform (IVR, ACD/Dialer/Voice logger) and technology infrastructure with logical segregation to deliver the services. Please provide the Integration requirement in detail: 1.Please provide the ASD'CRM details (name/version) 2.Please inform about the type of CRM- web based / thick client (.exe) 3. Is CRM pop-up required? Please confirm. 4. Is there a requirement for Call to be disposed in CRM and then posted to Dialer? 5. Please provide Telephony controls required in CRM i.e. Dial / Hang-up button in CRM. 6. Please provide the API details for web service integration. 7. Please provide the Support and documentation regarding API integration. 8. Please share the Back end of Client system and supporting technology for integration, in case we need to access client system for calling data. interventions. All these details will be provided to the successful bidder. This needs to be taken care in the technical proposal. Yes, subject to an exclusive set of components provided for MoRD on dedicated basis. All these details will be provided to the successful bidder.

4 15 Section V Para IV (vi) 16 Section V Para IV (vi) 17 Section V Para IV (vi) 9. Please provide the mode/ mechanism of integration. 10. Is there a requirement of any data to be passed from IVR to Agent pop-up? 11. Is there any requirement to capture the data before or after call is dispose? Please provide DR/BCP requirement in detail. Please provide DR/BCP requirement in detail. Please clarify following: 1. Is there a requirement of recorded Voice mail or only data capturing through Voice mail. 2. Please specify if Live barging or remote Barging required? 3.Please provide what % of Screen recording required Bidder is required to propose as part of its technical proposal, the suitable DR/BCP strategy relevant for the assignment. Bidder is required to propose as part of its technical proposal, the suitable DR/BCP strategy relevant for the assignment. 1) Both 2) Yes 3) The optimal % to be proposed by the bidder. 18 Section II Clause 5.5 ( c) Please provide clarity what will be per user bandwidth requirement. 19 New Clause The current RFP/Tender document leaves successful bidder's liabilities for direct as well as indirect losses open for interpretation. May we request to confirm on the limitation of the liability of the successful bidder by assuring a cap on the same. In line with it, may we proposes a liability cap of charges payable by Service provider equivalent to 10% of the Annual Contract Value with no exclusions from such cap 20 Section VI (GCC) Clause 3.3 We agree. However believe that this clause should be mutual in true sense of partnership What about the telecom cost (Like Toll free number, PRI etc.) Is it reimbursable? Is the TFN to be taken in the name of the Agency or MoRD? 2. What is the minimum call volume guarantee of this Minimum of 2 Mbps for 5 users however the bidder is required to propose appropriate bandwidth keeping all other project requirements into consideration. This will be discussed with the successful bidder. No change. The cost will be reimbursed by ASD, MoRD at actuals. TFN has to be taken by the bidder in its name and that has to be dedicated for MoRD services subject to condition whenever required the same has to be transferred to MoRD. The expenses will be reimbursed by the client.

5 22 Section II Bidding Data Sheet Clause 5.5 ( b) project 3. Is there any capping for total project cost Min and Max side 4. What would be the size of call center is it dynamic as per the requirement or fixed The BPO Agency should have executed / be executing at least two (2) orders of not less INR 50 Lac each (within the last 3 years) that show experience of In-bound calling AND Out-bound Calling AND Desk Verification Services. At least one (1) of these orders should have been from a Government Ministry / Department in India. Certified copies of all work order / completion certificates shall be provided, duly signed by the authorized signatory. Question/ Clarification We would like to know whether providing a work order /completion certificates from a Public Private entity (for ex. NSDC) or a census related project awarded through PSUs by the RGI shall count towards having at least 1 order from a government ministry? Suggestion No.1. - We believe that working directly for a government ministry, even though a subcontracting route should count towards the above execution criteria. This will be reviewed at implementation stage It will depend on your proposal. Yes No 23 Section II Bidding Data Sheet Clause 5.5 (c), (c) High-Speed internet connectivity (at least 2 Mbps and scalable to 8 Mbps) for connecting to Aajeevika Skills software systems for Desk Verification documents downloads, uploads, notes. The BPO agency shall provide a proven call management, CRM / service management and grievance management software duly customized for the purpose of this assignment. Query Will the CRM tool be provided to the service provider as mentioned in the Pre Bid meet. If yes, please Bidder has to provide the required CRM tool which will be integrated with MoRD s CRM tool.

6 provide scope of work to connect it. If not, what are the timelines and details needed to provide a proven call management, CRM /service management software? 24 Section III Bidding Forms Clause IV (vii)- Query What is the bandwidth required per user for taking calls and accessing the CRM tool at the delivery center? Will the call recording be needed? Is the quality monitoring tool required to be provided by the service provider? Query Is the bidder required to provide hardware for call recording then what is the expected call volume, AHT of the call, recording retention period and per minute recording file size? QA process within the BPO and also including MORD officials Minimum of 2 Mbps for 5 users is suggested. However, the bidder is required to propose appropriate bandwidth keeping all other project requirements into consideration. Call recording is required. Quality monitoring tool will have to be provided by the vendor. Bidder has to estimate these parameters on the basis of project requirements as specified in the RFP. Further details will be provided to the successful bidder. Details will be provided to the successful bidder. 25 Section II Bidding Data Sheet Clause 5.5 (c), (c) High-Speed internet connectivity (at least 2 Mbps and scalable to 8 Mbps) for connecting to Aajeevika Skills software systems for Desk Verification documents downloads, uploads, notes. The BPO agency shall provide a proven call management, CRM / service management and grievance management software duly customized for the purpose of this assignment. Query Will the CRM tool be provided to the service provider as mentioned in the Pre Bid meet. If yes, please provide scope of work to connect it. If not, what are the timelines and details needed to provide a proven call management, CRM /service management software? Query What is the bandwidth required per user for taking calls and accessing the CRM tool at the delivery center? Will the call recording be needed? Is the quality monitoring tool required to be provided by the service provider? Bidder has to provide the required CRM tool which will be integrated with MoRD s CRM tool. Minimum of 2 Mbps for 5 users is suggested. However, the bidder is required to propose appropriate bandwidth keeping all other project requirements into consideration. Call recording is required. Quality monitoring tool will have to be provided by the vendor.

7 26 Section III Bidding Forms Clause VI (i) 27 Section V Para IV Clause VI (ii)(d) 28 Query Is the bidder required to provide hardware for call recording then what is the expected call volume, AHT of the call, recording retention period and per minute recording file size? Is the BPO Agency required to have physical, other infrastructure and other resources for the performance of their defined scope of work within NCR of Delhi? All contemporary state of the art Business Intelligence Tools including but not limited to Automatic Roster Workforce Management Tool, Call Back Manager with Dialer, Voice Mail module (not only on IVR but for all agents across all services), Screen recording & Barging & Online Reports & Management Dashboards for ASD. Query- We provide rostering to all our large clients through tolls developed in MS-Office suite. These replace the roster Workforce management tool requirement. Hope this suffices this requirement? Calls will be made during the standard working hours - Monday to Saturday, 9 AM to 6 PM Bidder has to estimate these parameters on the basis of project requirements as specified in the RFP. Further details will be provided to the successful bidder. BPO with their infrastructure can be located anywhere in India. 1-2 representative(s) of BPO will be required to be stationed in ASD premises for day to day coordination. Bidder is required to propose as part of its technical proposal. Query- After the desired hours, can an automatic recording IVR be played indicating the active work timings for the contact centre. 29 Role 1- Page 62 -Level 2: Manager Desk Appraisals (2) - Post-Graduate Degree in Arts/ Science/Commerce, Must have 1 year experience in Desk Appraisal. Can this position be substituted with a graduate in Arts/ Science/ Commerce with longer experience? 30 Query-Please clearly define what should be included in the cost per FTE, Year on Year increase, what are the number of FTEs to be considered and the inclusions and exclusions (including technology components) or the commercial price Okay Level 2- Manager- Graduate in Arts/ Science/ Commerce with at least 3 year experience is acceptable. The proposal has to come from the bidder.

8 31 Section V General Conditions of the contract Clause Operational Requirements bid. The Employer may deduct liquidated damages from payments due to the Service Provider. Payment of liquidated damages shall not affect the Service Provider s liabilities. Suggestion - Please clearly define the liabilities and the capping of these liabilities. Bidders wanted to know details for IVR Flow and BI tool. 33 Please clarify the following doubts: - 1. Percentage (%) of screen recording to be done for each CSR? Accordingly Screen Barging feature will come in play. 2. Please share the projected call volume and breakup of call volume as per language split. 3. Expected Languages required to be scaled in future. Please share the Guestimate / Estimated number of calls. 4. Is Voice mail feature required on every CSR workstation or a centralized voice mail service for all CSR s will work? 5. Service Levels have not been defined clearly in the RFP Document, please advise on the following: a. Expected Average Handling Time b. Average Speed of Answer c. Other Technical Service Level 6. What are the mandatory and non-mandatory fields required to be captured on the CRM, as the CRM is to be designed by Call Centre. 7. Any Call Registration number to be generated by the CRM. Is it to be done manually or automatically it should generate the same. 8. Business Continuity and Disaster Recovery is required at Please refer clause of SCC Bidders are advised to follow Industry standards. 1. The optimal % to be proposed by the bidder. 2. Bidder has to estimate these parameters on the basis of project requirements as specified in the RFP. Further details will be provided to the successful bidder. 3. This will be shared with the successful bidder. 4. Yes. 5. Bidder should propose the appropriate service levels used in the industry for the projects of similar nature. 6. This will be shared with the successful bidder. 7. Yes, automatically. 8. BCP/DR solution to be provided for keeping the services available as per the project

9 34 35 Section V. Overview & Objectives Page Section V. Grievance Management Page Section V. Activity Schedule VI. Operational Requirements Page 51 each level of operation, which means cloning of the entire primary IT infrastructure and total solution? Please clarify because this will have major commercial implications. Are we required to engage a specific Telecom operator or permitted to choose any one? Kindly let us know the List of IT systems being developed by ASP and their Specs and hope they are hosted through Web, do we need to consider Web integration, kindly clarify What would be the duration of online and offline call retention period at BPO premises. What is the mode of sharing the recorded calls back to MORD, is it through DVD/ FTP Request you to share the existing IVR Tree along with prompts or BPO has to develop and take care of prompts through mutual discussion Do we assume that BPO to run for two different geographical solutions or can we consider BCP from technology perspective requirements. Bidder is required to propose an appropriate cost effective BCP/DR strategy as part of its technical proposal. Any one operator can be chosen. As of now, ASDMS, an online web-based application covering all the major modules required for the programme is being developed by ASP. Modules include PRN registration module, Proposal Management module, Training centre Management & inspection modules, Candidate management modules etc., The IT systems developed by BPO shall be integrated with ASDMS preferably seamless web-services with minimal interventions. Online retention - 3 months & offline retention - 1 year It can be shared either through DVD or FTP or both. Agency have to work out a reliable mechanism for sharing call records BPO has to develop and take care of prompts through mutual discussion BCP is recommended. 38 Section V. Activity We suggest to have MPLS connectivity between MORD DC and Bidder DC to have integration between CRM's, please provide your inputs Does BPO should provide their infrastructure on shared or Bidder is required to propose a reliable & cost-effective integration mechanism It can be co-located but not shared.

10 Schedule VI. Operational Requirements Page 51 is it mandate to have dedicated infra (Switches, firewall, routers, ACD, CMS, logger), please specify. BPO to do outbound through dialler or manual outbound will suffice, please clarify. At present, Manual outbound will suffice. Does this Means BPO has to provide logger access to MORD officials through internet, or Live barging of calls can be done or is it both required, kindly specify. 39 Page 47 Is there any physical verification of documents? Please let us know the approx number of verifications passed on for Level 2 40 General Is there a preference for COTS product {on premise / cloud} for application to be developed / procured to support call center operations. Whether ASP would be open for a hosted cloud solution for contact center CRM. 41 General For query resolution and information, will the knowledge base application be provided by ASP? If not, define the expected scope of knowledge base to be developed. 42 General What are the custom/business reports (over and above std. out of box) that you expect from the contact center solution? Please provide a list of the custom business reports. 43 General As per RFP Bidder s liabilities should be limited 44 General Can the requirement of minimum Turnover of 8 Crores be relaxed 45 General Request to share the specific desktop configuration, if any. Request you to share any specific kind of browser with add on. MS Office to be installed to all agents or only for support staff. Both. Yes 100% It should be part of the technical proposal submitted by the Bidder matching the Project objectives. Yes. All these details will be provided to the successful bidder. The liabilities will be finalized with the successful bidder and terms and conditions finalized in accordance with the prevailing laws and industry best practices. No. Standard Desktop Configurations in vogue. All standard browsers It should be part of the technical proposal submitted by the Bidder matching the Project objectives

11 Request you to share the call volume bifurcation on language basis. Request you to share volume on monthly basis service of MORD will be extended to BPO through SMTP/IMAP/Web or BPO has to provide it, please clarify Tentatively 60% expected to be in English and the rest in Hindi. Actual languages and call volume bifurcation will have to be arrived out by the Bidder Will be shared later MoRD does not have any exclusive service. Regarding functionality, does BPO has to provide Outlook license to all agents or to support staff only, kindly specify. It should be part of the technical proposal submitted by the Bidder matching the Project objectives 46 General (Termination Clause) Page General (Conflict of Interest) Page 76 Information Security standards to be adhered by BPO, please provide inputs Both the parties do not have a right to terminate the contract without cause and at will. We need to have a provision for the same. The clause needs to be removed, as it restricts TBSS from providing similar services to any other party during the term of the contract and even after the termination of the same. Information Security standards like ISO 27001, IT act and relevant GoI guidelines to be adhered by BPO No change in provision. No change in provision. 48 General (Confidentiality) Page 76 The confidentiality obligation is only upon TBSS. The clause needs to be made bilateral, so as to cast confidentiality obligations on the other party as well. No change in provision. 49 General Page 38 Appendixes A, C, D, F and G as referred on page 38 are missing in the Bid documents. We need to have all Appendixes in place for understanding the Bid document in its entirety. These are nos. of heads/ subjects under which proposals are to be submitted.

12 50 General Operating Window 51 General Span of Control 52 General Training Is the operating window same for all the services or does it vary between Document Verification, Call Centre Set Up and Grievance Redressal? What is the span of control to be considered? What is the duration of the training? It should be part of the technical proposal submitted by the Bidder matching the Project objectives It should be part of the technical proposal submitted by the Bidder matching the Project objectives It should be part of the technical proposal submitted by the Bidder matching the Project objectives NOTE:1. The revised time & date of submission of proposals remains Hrs on 27 th October 2014 as indicated in Corrigendum 1 dated 1 st October The revised time & date of opening of proposals remains Hrs on 27 th October 2014 as indicated in Corrigendum 1 dated 1 st October 2014.