Inspector General of Registration & Controller of Stamps Maharashtra State, Pune

Transcription

1 Inspector General of Registration & Controller of Stamps Maharashtra State, Pune Tender No.D-3/Comp/Tender/154 Request for Proposal for Call Centre Solution 8 July 2014 Inspector General of Registration and Controller of Stamps Page 1 of 67

2 Table of Contents 1. Invitation for Tender Important Dates Definitions Introduction Departmental Background Project Profile Purchaser Scope Scope of Work Completeness of Solution Server PRI Card/Digital gateway and USB Headsets Call Centre Software Supply & Installation Customization and Demonstration Training Warranty Annual Maintenance Support Instructions to the Bidders Language of Bid Submission of Tender Offers Method of Submission of Tender Form Late Tender Offers Cost of Bidding Costs & Currency Fixed Price Offer validity period Pre-bid conference Right to Alter Items Modification and Withdrawal of Bids Clarification of Offers Amendment of biding document Self-Declaration & Undertaking Earnest Money Deposit (EMD) Inspector General of Registration and Controller of Stamps Page 2 of 67

3 6.16. Performance Bank Guarantee Erasures or Alternations and Signing of Tenders Offers Confidentiality Preliminary Scrutiny Deciding Award of Contract No commitment to accept lowest or any tender Address for Bid Submission and Correspondence Rejection Criteria Project implementation Service Level Agreements (SLA) Service level Objectives SLA definition, measurement and monitoring Qualification Criteria & Bid Evaluation Technical Criteria Technical Bid Commercial Bid Evaluation Price Comparison Contract Award Criteria Terms and Condition Governing the Contract Signing of Contract Completeness of Contract Suspension & Cancellation of Contract Amendment Corrupt, Fraudulent or Restrictive Practices Resolution of Disputes Interpretation of the clauses in the Tender Document Legal Jurisdiction Publicity Evaluation Committee Force Majeure Risk Purchase Indemnity Intellectual Property Rights Failure to agree with the terms & conditions of the tender Payment Terms & Schedule Annexures Inspector General of Registration and Controller of Stamps Page 3 of 67

4 Annexure A: Minimum Technical Specifications Annexure B: Clarification seeking format Annexure C: Technical Bid Document Format Annexure D: Commercial Bid Format Annexure E: EMD/Bid Security Form (BSF) Annexure F: Security Deposit / Performance Bank Guarantee Form (PBG) Annexure G: Draft Non-Disclosure Agreement Annexure H: Network Diagram Annexure I: Functional Requirements Inspector General of Registration and Controller of Stamps Page 4 of 67

5 1. INVITATION FOR TENDER The Inspector General of Registration & Controller of Stamps, Maharashtra State, Pune invites (also referred to as Purchaser in this document) sealed tender offers (Technical and Commercial) for this tender. The tender document will be available on IGR website and may be downloaded by the interested bidders. The bidders are required to submit the scanned copy of crossed Demand Draft (DD) for an amount equal to tender fee drawn on any scheduled/nationalized bank in favour of the Assistant Inspector General of Registration, M.S., Pune payable (at par) at Pune without which bid shall be considered incomplete& non responsive and shall not be considered. The DD shall be submitted at IGR office along with Bid Security in person on or before the last date of bid submission. The tender fee shall be non-refundable. The summary of tender notice is as follows: S. No. Item Particulars 1 Tender Reference D-3/Comp/Tender/154 2 Tender Fee Rupees One Thousand Only 3 Bid Security (Earnest Money Deposit) 5 Place of Pre-bid meeting 5 Address of Communication 6 Telephone and Fax Number Rupees Fifty Thousand Only Office of the Inspector General of Registration & Controller of Stamps, M.S., Pune New Administrative Building, Ground Floor, Opp. Council Hall, Pune Same as above , , Address [email protected] 8 Contact Person Deputy Director (Accounts), New Administrative Bldg. Opp. Council Hall, Pune-1 The purchaser reserves the right to accept or reject or cancel any tender or relax any part of the tender offer without assigning any reason thereof. All the work, under the scope of this tender, will be on rate discovered through the tender. Inspector General of Registration and Controller of Stamps Page 5 of 67

6 Dated: -8 July Sd- Inspector General of Registration & Controller of Stamps, M.S, Pune. Inspector General of Registration and Controller of Stamps Page 6 of 67

7 2. IMPORTANT DATES The important dates for the tender are mentioned below, the bidders are requested to take a note of them. EVENT TARGET DATE Start date of sale/availability of tender document on website 08/07/2014 Last date to send in requests for clarifications on the tender 13/07/2014 Project briefing & Pre bid meeting 14/07/2014 at 4 p.m. Last date and time for availability of tender document Last date and time for submission of EMD and Tender fees in the office of The Inspector General of Registration &Controller of Stamps, M.S., Pune. 19/07/2014 till 3.00 p.m. Last date and time for submission of Sealed Tenders Time and date of opening of Technical Bids Time and date of opening of Commercial Bid 21/07/2014 at a.m. 22/07/2014 at 4.00 p.m. Inspector General of Registration and Controller of Stamps Page 7 of 67

8 3. DEFINITIONS In this tender document and associated documentation, the following terms shall be interpreted as indicated below: "Contract" means an agreement entered into by the Purchaser with the successful bidder by signing a contract form in a given format by the parties, including all the attachments and appendices thereto, and all documents incorporated by reference therein "Contract Price" means the price payable to the Vendor under the contract for the full and proper Performance of its contractual obligations Eligible Bidder means bidder satisfying qualifying criteria EMD means Earnest Money Deposit IGR website refers to IGR means Inspector General of Registration & Controller of Stamps, Maharashtra state, Pune. IGRO means Office of the Inspector General of Registration & Controller of Stamps, Maharashtra. Non-compliance means failure/refusal to comply the terms and conditions of the tender Non-responsive means failure to furnish complete information in a given format and manner required as per the tender documents or non-submission of tender offer in given Forms / Pro-forma or not following procedure mentioned in this tender or any of required details or documents is missing or not clear or not submitted in the prescribed format or non-submission of tender fee or EMD. Purchaser means Inspector General of Registration & Controller of Stamps, Maharashtra State, Pune Services" means services to be provided as per the requirement mentioned in the scope of work SRO means Sub-Registrar Office CCC refers to Citizen Call Centre/Citizen Contact Centre Vendor or Selected Bidder or Successful Bidder means the bidder emerged successful through this tender and with whom the Purchaser enters into an agreement. Day means calendar day. INR means Indian Rupee PAN means Permanent Account Number TEC refers to Tender Evaluation Committee Department refers to Department of Registration & Stamps, Maharashtra Inspector General of Registration and Controller of Stamps Page 8 of 67

9 4. INTRODUCTION Government of Maharashtra has been a pioneer in promotion of ICT and e-governance in India. Maharashtra has been identified as a Leader in the area of e-governance in the recent study conducted by Government of India. The Department of Registration and Stamps has been the front-runner in providing information regarding its services to the citizens of the state. Call Centre is one of the modes of providing information in a systematic manner. The detailed information regarding the department and its initiatives has been provided in sub-sections Departmental Background The Department of Registration and Stamps looks after registration of documents and recovery of stamp duty. A set procedure of registration and collection of stamp duty is laid down as per the Registration Act, 1908 and Maharashtra Stamp Act, 1958 respectively. The main functions performed by the department are: Registration of documents Preservation of the registration documents Collection of Stamp Duty The Department of Registration and Stamps has a vast expanse in the state of Maharashtra and is the 2nd highest revenue earning department for the Government of Maharashtra. The department provides services through more than 500 offices in the State of Maharashtra Project Profile The communication revolution has been identified by the Department of Registration and Stamps, Maharashtra as an opportunity for provisioning information about Government services through Citizen Call Centre (CCC). The CCC will deliver non-emergency G2C services to citizens over the phone through a single unique number which will be common for all the Department services. The objective behind establishment of Citizen Call centre is to provide a single point of contact to citizens for provision of non-emergency informational, grievance and transactional services for all Department offices. It will be established in Department Premises and will handle the queries pertaining to the Department. Some of the key benefits envisaged from CCC are listed as below: Common, single Unique Number for the Department services Timely access to Information/G2C services One number to call Provide service tracking information and grievance handling This RFP intends to select a suitable agency for providing Call Centre Solution for the Citizen Call Centre in Department as per the scope of work and terms & conditions described in the following sections. Inspector General of Registration and Controller of Stamps Page 9 of 67

10 4.3. Purchaser Scope 1. Purchaser would provide space for call centre. 2. Purchaser would provide PRI Line of 30 channels to the server. 3. Purchase would provide one static IP. 4. Purchaser would provide hardware infrastructure like desktop computers, Air conditioners, table, chair and power back through UPS/Inverter. 5. Purchaser would provide a managed switch after Server. 6. Purchaser would provide basic LAN inside call centre and between call centre and server room 7. Purchaser would pay all the telephone bills, electricity bills, property tax and connectivity bills required to run the call centre. Please refer to Annexure H for networking diagram. Inspector General of Registration and Controller of Stamps Page 10 of 67

11 5. SCOPE OF WORK The successful bidder shall be required to provide a comprehensive Call Centre solution as described under this tender. Following types of goods and services should be covered in Call Centre Solution and shall form the definition of Call Centre Solution. Goods: S.N Good Item Quantity MAF Required (Yes/No) Reference 1. Server 1 Yes Section PRI Card or Digital Gateway 1 No Section USB Headsets 16 No Section Call Centre Software 15* Yes Section 6.3 *Number of Licenses. This include 14 Call Centre Operator Licenses and 1 Call Centre Supervisor License Goods should be provided with necessary MAF (Manufacturer s Authorization Form) as mentioned in the above table. All the goods should be purchased on the name of Purchaser and its complete ownership should be with Purchaser only, except in case of Call Centre Software, For Call Centre Software, Purchaser shall own the licenses to run the software for infinite period. Services: S.N Service Item Reference 1. Installation of all the goods provided Section Warranty of all the goods provided Section Annual Maintenance of Software Section 6.6 Inspector General of Registration and Controller of Stamps Page 11 of 67

12 4. Customization and Demonstration of Call Centre Solution Section Training of all the Goods and other services provided Section Support Section 6.9 Details of above Goods and Services Items are provided in subsequent sections Completeness of Solution Vendor selected through this tender shall be fully responsible to make the call centre running. Therefore it is expected; vendor shall design and propose such a comprehensive solution which will contain all the elements (hardware, software or configuration information) to make the call centre commence its operations and running. The only inputs provided by Purchaser shall be as per section 4.3 Purchaser Scope. Such a solution shall be called a complete solution here onwards Server Vendor is required to provide a server satisfying minimum technical specifications as mentioned in Annexure A. Server should be fully compatible with the call centre software proposed. Vendor may propose and supply Server of equivalent or higher configuration PRI Card/Digital gateway and USB Headsets Vendor is required to provide PRI Card or Digital Gateway and USB Headsets satisfying minimum technical specifications as mentioned in Annexure A. Through a separate procurement process, Purchaser is procuring connectivity (PRI Line and 1 Mbps ILL) for Call Centre. Vendor may provide PRI Card or Digital Gateway or any other hardware as per its solution required to terminate the PRI Line. Proposed solution should have provision to configure two (Primary + Redundant) PRI lines of different network service providers. Also on failure of one PRI line, proposed solution should automatically shift system to redundant PRI immediately. Through a separate procurement process, Purchaser is procuring connectivity for Call Centre. It is possible that a connectivity vendor may provide PRI Card free of cost to Purchaser. In such a case Call Centre solution vendor shall not be required to provide PRI Card. Therefore its cost has to be mentioned as separate line item so that it can be separated from the Total Project Cost later on. Inspector General of Registration and Controller of Stamps Page 12 of 67

13 Vendor has to provide at least 3 options (of at least two different manufacturers) of Headset to Purchaser. Purchaser shall select 1 and finalize Call Centre Software Vendor is required to provide following applications or integrated call centre software having following modules: 1. Interactive Voice Response System (IVRS) The Call Centre should support IVRS, which shall logically be front-end for all incoming calls and process them in accordance with a pre-configured call-flow. The IVR tree shall be designed in consultation with the Purchaser. The IVRS shall be customized as per the requirements of the Purchaser. As of now IVRS shall be used for the purpose of language selection or welcome note only, however, during the term of the Warranty or Annual Maintenance Contract (AMC), from time to time, Purchaser may suggest changes in the IVR tree. All the costs incurred for IVR customization shall be borne by the vendor under the services to be performed under the Warranty/AMC and shall not be separately charged to Purchaser. 2. Automatic Call Distribution (ACD) ACD distributes incoming calls to Call Centre Operators as they are received. It should be closely integrated with the IVR. 3. Customer Relationship Management Application (CRM) The Vendor shall deploy CRM application, customized as per Purchaser s requirements. The level of customization required shall be finalized in consultation with Purchaser. The Vendor shall bear all the costs incurred for the customization of CRM at the go-live and during the warranty/amc term of Contract. No separate customization charges shall paid by Purchaser. 4. Computer Telephony Integration (CTI) The vendor shall deploy Computer Telephony Integration software/module. 5. Call Recording Solution The vendor shall deploy Call Recording software. The software should allow 100% automated call recording (Voice recording only) for quality control and customer services purpose. 6. Call Centre Supervisor Console Supervisor should have following features to monitor and control calls, 1. Call Barging - Entering into the call, taking control of the call and make CCO mute. 2. Call snooping Listening calls without disturbing live call. 3. Whisper Supervisor can coach call centre operator on live call. Supervisor can listen to both caller & CCO. CCO can listen to both Supervisor and Caller. Caller can only listen to CCO. 4. Live call monitoring - Live interface of calls which shall include talk-time and other statistics of calls. 5. Scoring capability Inspector General of Registration and Controller of Stamps Page 13 of 67

14 All the above software should comply with functional requirements mentioned in Annexure I. As of now, Vendor has to provide 15 licenses of all the software. These licenses shall be for ever without any restriction on time period. Depending on load, Purchaser may ask vendor to provide additional licenses for additional seats as cost of license submitted through commercial bid. In due course, department shall also purchase Grievance Rederresal Software. All the above software should be able to seamlessly integrate with Grievance Rederresal Software Supply & Installation Vendor should supply and install all the goods as explained in section 5 Scope of work to the Purchaser. Delivery should be done as per the section 7 Project Implementation and at the address mentioned below, Deputy Director (Accounts), Office of the Inspector General of Registration & Controller of Stamps, M.S., Pune New Administrative Building, Third Floor, Opp. Council Hall, Pune All aspects of safe delivery shall be the exclusive responsibility of the vendor. Any damage found in the supplied goods at the time of delivery shall make that particular good liable for rejection. Rejected item has to be replaced by vendor without any extra cost to Purchaser. Installation of all the hardware and software items should be as per the installation procedure defined by the OEM. Installation of all kinds of software (both supplied and not supplied by the vendor) necessary to start and run the call centre shall be vendor s responsibility. Please refer to Annexure H for Network diagram Customization and Demonstration Vendor shall be required to do all the customisation and configuration of solution as per the RFP and as per requirements of Purchaser. After complete customization vendor shall be required to give demonstration of all the technical specification and requirements mentioned in Annexure A and Annexure I respectively. If complete solution is not provided or if department is not satisfied with the Call Centre Solution proposed by the vendor, department may cancel order, forfeit performance guarantee and may invite L2 (or others in order of L2, L3, L4 ) to match the L1 price and take the order. If none of the bidder is ready to match with the L1 price, contract may be given to L2 at L2 price. Extra cost due to difference of L2 & L1 price shall be borne by L1 bidder. Other invited vendor shall also be required to demonstrate the completeness of solution and satisfy the Purchaser about the solution. Vendor should cover following aspects in demonstration to Purchaser: Inspector General of Registration and Controller of Stamps Page 14 of 67

15 1. Demonstration shall be done on supplied call centre solution, in a real environment and in actual IGR Call Centre. 2. Demonstration should include at least 5 real cases of calls. 3. Vendor should demonstrate all the technical specifications (Annexure A) and functional requirements (Annexure I) as per RFP to the Purchaser. 4. Vendor should satisfy Purchaser that proposed Call Centre solution is complete Training Vendor shall be required to provide training of all the goods provided by him. All the hardware training should be minimum of half* a day covering minimum of following aspects: 1. Important parts/interfaces of server. 2. Standard practices of maintaining all the hardware items in good condition. 3. Performance Monitoring of Server 4. Load Monitoring of Sever 5. Taking regular backups from Server Software training should be minimum of 1* day. All the aspects related to working on the software should be covered in the training. Training should include: 1. Classroom Lectures with the help of presentations 2. Live Demonstration of Call Centre software 3. On-job hands on training of all the CCOs for at least 5 real calls per CCO covering all the features of the software. 4. Training material in the form of presentations, videos and text documents to refer later on. The vendor shall provide these trainings at its own cost (travel, lodging & boarding, etc.). The purchaser shall make necessary arrangement of training room at its own cost in Pune. *The training estimates are based on assumption that vendor shall be able to adequately cover the topics in prescribed time. However, if the purchaser feels that additional training sessions are required then the successful bidder shall be required to arrange the same in order to ensure optimal utilization of supplied items Warranty Warranty of items supplied by vendor should be as follows: S.N Good Item Minimum Warranty period 1. Server 5 Years 2. PRI Card or Digital Gateway 5 Years Inspector General of Registration and Controller of Stamps Page 15 of 67

16 3. USB Headphones 1 Year 4. Call Centre Software 1 Year All the warranty rights should be purchased in the name of purchaser Annual Maintenance Purchaser shall also sign an annual maintenance contract (AMC) for the period of 4 years with the vendor. Price for the same has to be mentioned in the commercial separately. Following shall become obligations of vendor in the AMC: 1. Vendor should assist the Purchaser/Purchaser s representative/purchaser s other vendors in every possible manner to keep the hardware in call centre up and running. Any issue reported in supplied hardware should be resolved as per warranty terms and conditions. 2. Provide all kinds of updates and patches in the Call Centre Software due to technological advancements or additional functional requirement of Purchaser. 3. Enable/Disable any feature in the software as per Purchaser requirement. 4. Do changes in IVR tree as suggested by Purchaser. 5. Customization of applications as mentioned in Annexure Provide adhoc training of new features added in software later on by the OEM or on the request of the Purchaser. The cost of annual maintenance for 4 years should be considered while calculating Total Cost of Project. But its payment shall be done at the start of every year subject to satisfactory performance of vendor. Purchaser doesn t commit bidder of taking AMC for all the 4 years Support During Warranty and Annual Maintenance period, vendor has to provide active support on all the work items as specified in the respective sections. Both proactive and reactive support should be available to the purchaser. Proactive Support includes but not limited to, 1. Onsite visit to Purchaser s call centre at least once in every three months. 2. Proactive reporting of server and call centre software performance from remote. 3. Proactive intimation of bug in software remained unidentified by the Purchaser. 4. Proactive feedback sessions with Purchaser or Purchaser s representative on call and on . Reactive Support includes but not limited to, 1. Support should be available on call, , web portal and personal visits. 2. Support should be available on all the days of the week and on all the weeks of the year at least from 7 A.M. till 9P.M daily. Inspector General of Registration and Controller of Stamps Page 16 of 67

17 3. In case of emergency, onsite support within 5 hours should be available to the Purchaser. 4. For any support activity, ticket number along with maximum timeline for resolution should be provided to Purchaser. 6. INSTRUCTIONS TO THE BIDDERS 6.1. Language of Bid The bid, as well as all correspondence and documents relating to the bid exchanged by the bidder and the purchaser, shall be in English language only. Supporting documents and printed literature furnished by the bidder may be in another language provided they are accompanied by an appropriate translation in English language and in such a case, for purpose of interpretation of the bid, the translation shall govern Submission of Tender Offers Sealed Tender offers shall be received by the purchaser before the time and date specified in the schedule of the tender notice. In the event of the specified date for the submission of tender offers being declared a holiday, the offers will be received up to the appointed time on the next working day. The purchaser may, at its discretion, extend this deadline for submission of offers by issuing corrigendum. Note: Telex, cable or facsimile offers shall be rejected 6.3. Method of Submission of Tender Form The two bids system shall be followed i.e. Technical and Commercial Offers should be submitted separately to the IGR Office. 1. The Technical Bid should be placed in a separate envelope, sealed and clearly marked Technical Bid, name of the tender and name of the bidder. 2. The Commercial Bid should be placed in a separate envelope, sealed and clearly marked Commercial Bid, name of the tender and name of the bidder. If the Commercial Bid is not submitted separately, this will constitute grounds for declaring the Bid non-responsive. This envelope shall be clearly marked DO NOT OPEN, EXCEPT IN PRESENCE OF THE OFFICIAL APPOINTED, BEFORE time XX and date XX-XX-XXXX (Time and Date of Commercial bid Opening) 3. The EMD and Tender Fee shall be placed in a separate envelope and sealed. This envelope shall bear heading EMD and Tender Fee, name of the tender and name of the bidder. 4. The envelope containing the Technical Bid, Commercial Bid and EMD & Tender Fee shall be placed into an outer envelope and sealed. This envelope shall be clearly marked DO NOT OPEN, EXCEPT IN PRESENCE OF THE OFFICIAL APPOINTED, BEFORE time XX and date XX-XX-XXXX (Time and Date of Technical bid Opening). The Purchaser shall Inspector General of Registration and Controller of Stamps Page 17 of 67

18 not be responsible for misplacement, losing or premature opening if the outer envelope is not sealed and/or marked as stipulated. This circumstance may be case for Bid rejection. This envelope has to be submitted to the purchaser s office as mentioned in the schedule Late Tender Offers Late submission will not be entertained Cost of Bidding The Bidder shall bear all costs associated with the preparation and submission of its tender, and the Purchaser will in no case be responsible or liable for these costs, regardless of the conduct or outcome of the tendering process Costs & Currency The offer must be given in Indian Rupees only. The price will remain fixed for the period of the contract and no changes for any reason what so ever will be allowed. The bidder shall bear all the costs associated with the preparation and submission of its bid, and the purchaser will in no case be responsible or liable for these costs, regardless of conduct or outcome of bidding process Fixed Price The Commercial Offer shall be on a fixed price basis, inclusive of all taxes and levies except service tax Offer validity period The tender offer must be valid for 120 days from the date of opening of the tender. However Inspector General of Registration & Controller of Stamps, M.S., Pune may extend this period for another 90 days and bidders should agree to such extension Pre-bid conference A Pre-Bid conference of all the interested bidders will be held at the scheduled date and time. The bidders will have to submit their queries to id [email protected]. In pre-bid meeting problems of general nature will be entertained. Any change decided in the pre-bid shall be intimated to bidders through corrigendum. This will form a part of this bid document Right to Alter Items The Purchaser reserves the right to include or exclude any tender item(s), and also the Purchaser reserves the right to make change in specifications of any items Modification and Withdrawal of Bids Inspector General of Registration and Controller of Stamps Page 18 of 67

19 The Bidder shall not be allowed to modify or withdraw its submitted bid. Tender fee and EMD once submitted to Purchaser shall not be refunded in any case. No offer can be modified by the Bidder, subsequent to the closing date and time for submission of offers. If date of submission is extended due to some reasons, modification in offer is possible till extended period provided bid has not been opened Clarification of Offers To assist in the scrutiny, evaluation and comparison of offers, the Purchaser may, at its discretion, ask some or all the Bidders for clarification of their offers on any of the points mentioned therein and the same may be sent through , facsimile. However, in such cases, original copy of the technical clarifications shall be sent to the Purchaser through courier or in person. The request for such clarifications and the response shall be in writing Amendment of biding document At any time prior to the deadline for submission of bids, the purchaser may, for any reason, whether on its own initiative or in response to the request for clarification by a prospective bidder, modify the bidding documents. At any time prior to the deadline for submission of bids, the purchaser may, for any reason, whether on its own initiative or in response to the request for clarification by a prospective bidder, modify the bidding documents. All prospective bidders who have attended the pre-bid conference/purchased the bidding documents will be notified of the amendment as a corrigendum and/or addendum to the RFP through . In order to allow prospective bidders reasonable time to take into the consideration the amendments while preparing their bids, the purchaser at its discretion may extend the deadline for the submission of bids. The purchaser reserves the right to make any kind of amendments in the operational terms of the tender that they feel is required even after opening of technical bid of the tender Self-Declaration & Undertaking The Bidder shall submit the Self Declaration and Undertaking as specified in Annexure C Earnest Money Deposit (EMD) EMD of Rs. 50,000(Rupees fifty thousand only)should be deposited in the form of a Demand Draft or Fixed Deposit Receipt, or Bank Guarantee(please refer Annexure-E for format of EMD) from a Scheduled/Nationalized Bank, in favour of Assistant Inspector General Registration (Desk No 7), M.S., Pune and payable at Pune. EMD of all the unsuccessful bidders will be refunded as promptly as possible but not later than 30 days after the decision of the commercial bid is taken. EMD of the successful bidders will be discharged only after the completion of the contract papers. Inspector General of Registration and Controller of Stamps Page 19 of 67

20 EMD shall be forfeited in the following cases: If a bidder withdraws its bid during the period of bid validity. In case of a successful bidder, if the bidder fails to sign the contract or to furnish the performance security. No exemption for submitting the EMD will be given to any agency including SSI Units Performance Bank Guarantee The successful bidder shall at his own expense deposit with department an unconditional and irrevocable Performance Bank Guarantee (PBG) from a Scheduled/Nationalized Bank for 10% of Total Commercial Value before undertaking work from the department. Format of PBG is as mentioned in Annexure-F. The validity of Performance Bank Guarantee should be of 5 years and six months starting from the date of issue of work order. The indicative conditions in which the PBG of the successful bidder may be forfeited are: If it fails to start work within 3 weeks after issue of work order Non-Compliance with the terms and conditions of RFP If it fails to complete the work within given period of time from the date of the issue of the work order The total penalty is more than amount payable Erasures or Alternations and Signing of Tenders Offers The original Tender Offer shall be signed by the Bidder or a person or persons duly authorized. Such authorization shall be indicated by power-of-attorney/authorization letter accompanying the tender offer. The Tender documents submitted should not contain any interlineations, erasures or overwriting except as necessary to correct errors made by the Bidder, in that case such corrections shall be initialled by the person or persons signing the offer Confidentiality As used herein, the term Confidential Information means any information, including information created by or for the other party, whether written or oral, which relates to internal controls, computer or data processing programs, algorithms, electronic data processing applications, routines, subroutines, techniques or systems, or information concerning the business or financial affairs and methods of operation or proposed methods of operation, accounts, transactions, proposed transactions or security procedures of either party or any of its affiliates, or any client of either party, except such information which is in the public domain at the time of its disclosure or thereafter enters the public domain other than as a result of a breach of duty on the part of the party receiving such information. It is the express intent of the parties that all the business process and methods used by the Bidder in rendering the services hereunder are the Confidential Information of the Bidder. The Bidder shall keep confidential any information related to this tender with the same degree Inspector General of Registration and Controller of Stamps Page 20 of 67

21 of care as it would treat its own confidential information. The Bidders shall note that the confidential information will be used only for the purposes of this tender and shall not be disclosed to any third party for any reason whatsoever. At all times during the performance of the Services, the Bidder shall abide by all applicable security rules, policies, standards, guidelines and procedures. The Bidder should note that before any of its employees or assignees is given access to the Confidential Information, each such employee and assignees shall agree to be bound by the term of this tender and such rules, policies, standards, guidelines and procedures by its employees or agents. The Bidder should not disclose to any other party and keep confidential the terms and conditions of this Contract agreement, any amendment hereof, and any Attachment or Annexure hereof. The obligations of confidentiality under this section shall survive rejection, expiry or termination of the contract. The successful bidder shall be required to sign a Non-Disclosure Agreement (refer Annexure G for draft) with the Government of Maharashtra Preliminary Scrutiny Prior to the detailed evaluation, the Purchaser will determine the substantial responsiveness of each offer to the tender documents. For purpose of this Clause, a substantially responsive bid is one, which is in conformity with all the terms and conditions of the Tender Documents without any material deviations. The Purchaser s determination of an offer s responsiveness will be based on the contents of the tender offer itself without recourse to extrinsic evidence. The purchaser will scrutinize the offers in respect of their completeness, submission of technical documents duly signed, etc. The IGR reserves the right to waive any minor irregularity in the tender offer on recommendation of the TEC, if he finds, it is in the interest of the Government. The decision in these regards of the IGR will be final and binding on all Bidders Deciding Award of Contract The Purchaser reserves the right to ask for a technical elaboration/clarification in the form of a technical presentation from the Bidder on the already submitted Technical Proposal at any point of time before opening of the Commercial Proposal. The Bidder shall furnish the required information to Purchaser and its appointed representative on the date asked for, at no cost to the Purchaser. The Purchaser may at its discretion, visit the office or any other facility of the Bidder any time before the issue of Letter of Award. The Purchaser shall inform those Bidders whose proposals did not meet the eligibility criteria or were considered non-responsive, informing that their Commercial Proposals will be returned unopened after completing the selection process. The Purchaser shall simultaneously notify those Bidders who had qualified the Technical Evaluation process as described in this Tender Document. Inspector General of Registration and Controller of Stamps Page 21 of 67

22 The bidder s names, the Proposal Prices and such other details as the Tendering Authority may consider appropriate, will be announced and recorded by the Purchaser at the opening No commitment to accept lowest or any tender The Purchaser shall be under no obligation to accept the lowest or any other offer received in response to this tender notice and shall be entitled to reject any or all offers, including those received late, or incomplete, without assigning any reason therefore. The Purchaser reserves the right to make changes in terms and conditions of the tender. The Purchaser will not be obliged to meet and have discussions with any of the Bidder and / or to give a hearing on their representations Address for Bid Submission and Correspondence Deputy Director (Accounts), Office of the Inspector General of Registration & Controller of Stamps, M.S., Pune New Administrative Building, Ground Floor, Opp. Council Hall, Pune Rejection Criteria Besides other conditions and terms highlighted in the tender document, bids may be rejected under following circumstances: General Rejection Criteria a. Conditional Bids; b. If the information provided by the Bidder is found to be incorrect/ misleading/fraudulent at any stage/time during the Tendering Process; c. Any effort on the part of a Bidder to influence the bid evaluation, bid comparison or contract award decisions; d. Bids received after the prescribed time & date for receipt of bids; e. Bids without signature of person (s) duly authorized on required pages of the bid; f. Bids without power of attorney/ board resolution. Technical Rejection Criteria a. Technical Bid containing commercial details; b. Revelation of Prices in any form or by any reason before opening the Commercial Bid; c. Failure to furnish all information required by the Tender Document or submission of a bid not substantially responsive to the Tender Document in every respect; d. Bidders not quoting for the complete scope of Work as indicated in the Tender documents, addendum (if any) and any subsequent information given to the Bidder; e. Bidders not complying with the Technical and General Terms and conditions as stated in the Tender Documents; Inspector General of Registration and Controller of Stamps Page 22 of 67

23 f. The Bidder not confirming unconditional acceptance of full responsibility of providing services in accordance with the Scope of work and Service Level Agreements of this tender; Commercial Rejection Criteria a. Incomplete Price Bid; b. Price Bids that do not conform to the Tender s price bid format; c. Total price quoted by the Bidder does not include all statutory taxes and levies applicable; d. If there is an arithmetic discrepancy in the commercial bid calculations, the Evaluation Committee shall rectify the same. If the Bidder does not accept the correction of the errors, its bid may be reject Inspector General of Registration and Controller of Stamps Page 23 of 67

24 7. PROJECT IMPLEMENTATION The below mentioned table delineates the various project activities and the associated maximum timelines in DAYS from the project start date (i.e. date of award of contract). # Activity Duration Timeline 1. Project Start (Award of Contract) i.e. Date of issue of work order by the Purchaser - T 2. Supply of Goods as per section 5 12 Days T + 12 Days 3. Installation of all the supplied Goods and Customization of Call Centre Software 5 Days T + 17 Days 4. Demonstration of Call Centre Solution 1 Day T + 18 Days 5. Training 2 Days T + 20 Days Inspector General of Registration and Controller of Stamps Page 24 of 67

25 8. SERVICE LEVEL AGREEMENTS (SLA) 8.1. Service level Objectives The purpose of this Service Level Agreement (hereinafter referred to as SLA) is to clearly define the levels of service to be provided by the vendor to purchaser for the duration of this contract. SLA defines the terms of the successful bidder s responsibility in ensuring the timely delivery of the deliverables and the correctness of the same based on the agreed Performance Indicators as detailed in the Agreement. This section defines various Service Level Indicators which will be considered by the purchaser in the Service Level Agreement with Successful bidder. The vendor has to comply with all Service Level Agreements (SLAs) defined below to ensure adherence to project timelines, quality and availability of services SLA definition, measurement and monitoring # Activity Penalty 1 Supply, Installation, Vendor should be able to supply, install, customize and Customization & demonstrate the call centre solution as per Project Demonstration of Call Implementation schedule. Per day delay in schedule shall Centre Solution attract a penalty of 1% of total payment to vendor The Penalty shall be calculated and deducted from the total payment to the vendor. If the maximum penalty at any point of time exceeds 20% of Total payment to vendor, the department reserves the right to terminate the contract and get the work done through a third party at the risk and cost of the vendor. Inspector General of Registration and Controller of Stamps Page 25 of 67

26 9. QUALIFICATION CRITERIA & BID EVALUATION 9.1. Technical Criteria # Technical Criteria Proof Document Required 1. The bidder should be a company registered under Indian Companies Act, 1956 or a partnership firm registered under Indian Partnership Act, 1932 or a Proprietorship firm registered under the Bombay Shops and Establishments Act, 1948 or a similar Act of any other state/ Union. Copy of certificate of incorporation or Copy of Registration Certificate or Copy of Shop License Note: Consortium is not allowed 2. Bidder must have experience of providing hardware and call centre software for establishment of call centre of at least 5 years. 3. Bidder must have supplied hardware and software for worth not less than Rs. 1 Crore for establishment of call centre. 4. Bidder s Annual sales turnover should be more than Rs. 1 Crore (Rupees one Crore), in each of the last 3 financial years (FY , FY , and FY ). Note: The turnover refers to the company responding to this tender and not the composite turnover of its subsidiaries/sister concerns etc. (quote value in Rs. lakhs) 5. Bidder should have positive Net Profit in each of the last 3 financial years (FY , FY , and FY ). 6. The bidder should be registered with Service Tax department, Sales Tax department, and Income Tax Department of the Government 1. Details of assignments as per Annexure C, form 6 2. PO Copy of assignments Copy of the audited Balance Sheet, Profit & Loss Statement and Certificate in this regard from Chartered Accountant for the concerned years Copy of the audited Balance Sheet, Profit & Loss Statement and Certificate in this regard from Chartered Accountant for the concerned years VAT/ST/CST Registration Certificate, Copy of PAN Card, and Service Tax Registration Certificate 7. The firm should not have been blacklisted by Central Government, any State Government, Declaration letter by bidder as per Annexure C, Form 3. Inspector General of Registration and Controller of Stamps Page 26 of 67

27 Union Territory, PSU or Corporation in India at the time of submission of the Bid 9.2. Technical Bid During technical bid preparation, the bidder is required to strictly adhere to the technical bid format provided in this document. The format for the same has been detailed in the Annexure C Technical Bid Document Format. The Technical Bid should contain the following details: Bid Letter (As per format mentioned in Annexure-C) The technical bid submitted by the bidder should clearly attach all supporting documents required (Refer Annexure-C) Commercial Bid Bidder shall submit their prices as per the format mentioned in Annexure-D. The bidder should take care that rate mentioned sufficiently covers the expenses that the bidder shall incur for the project as mentioned in the scope of work Evaluation The Department of Registration and Stamps, Maharashtra will evaluate the bids i.e. technical and commercial as per the following pattern: 1. Conditional bids shall be summarily rejected. The bidder should quote only one price. 2. Tender Evaluation Committee (TEC) formed by department will evaluate both technical & commercial bids. 3. Tender Evaluation Committee will examine the bids to determine whether they are complete, whether any computational errors have been made, and whether the bids are generally in order. 4. Technical Bids received without bid processing fee and bid security amount shall be rejected. 5. The Department of Registration and Stamps, Maharashtra may conduct clarification meetings with each or any bidder to discuss any matters, technical or otherwise. 6. Further, the scope of the Tender evaluation committee also covers taking of any decision with regard to the Tender Document, execution/implementation of the project including management period. 7. The selection of bidder will be done on two stage of evaluation process - Technical Evaluation, and Financial Evaluation Inspector General of Registration and Controller of Stamps Page 27 of 67

28 8. For all the bids submitted, the technical evaluation criteria will be examined including possible visit to inspect printing press/service/manufacturing/supply facilities, if considered necessary. During the technical evaluation, if bidder fails to meet any of the requirements of technical evaluation, no subsequent opportunity will be given to the bidder(s).tendering Authority reserves right to visit bidder s customers where such a similar project execution has taken place. 9. Only for those bids which qualify the technical evaluation criteria, the financial evaluation will be conducted. 10. Financial bid would be opened only for the Bidders who have been found to be qualified on the basis of technical evaluation criteria Price Comparison The Purchaser will evaluate Commercial Offers of only technically qualified bidders. After opening Commercial Offers of the technically qualified bidders they will be determined to be substantially responsive before comparing the commercial bids submitted by the bidders. If there exists any discrepancy between words and figures, the lower amount indicated will be considered. Lowest Cost Bidder (L1) would be the bidder for whom 'Total Cost of Project' (as per commercial format) would be minimum Contract Award Criteria Contract would be awarded to L1 i.e. Lowest Cost Bidder. L1 would necessarily be a technically qualified bidder. L1 bidder shall then be required to provide complete solution. If it fails to do so or if department is not satisfied with the Call Centre Solution proposed by the vendor, department may cancel order, forfeit performance guarantee and may invite L2 (or others in order of L2, L3, L4 ) to match the L1 price and take the order. If none of the bidder is ready to match with the L1 price, contract may be given to L2 at L2 price. Extra cost due to difference of L2 & L1 price shall be borne by L1 bidder. If more than one technically qualified bidder have the same total cost of project, then the bidder who has more annual turnover for financial year shall be given higher preference over other. Inspector General of Registration and Controller of Stamps Page 28 of 67

29 10. TERMS AND CONDITION GOVERNING THE CONTRACT Signing of Contract a. The successful Bidder shall execute an agreement of contract within 3 days of issue of work order from IGR. In exceptional circumstances, on request of the successful bidder in writing for extension, The Inspector General of Registration & Controller of Stamps, Maharashtra State, and Pune reserves the right to grant an extension for signing of contracts after being satisfied with the reasons given. b. In addition to terms and conditions being mentioned hereunder, all terms and conditions of the RFP as well as terms & conditions in corrigenda and addendum to the RFP will also be applicable for the contract. c. At the time of signing the contract agreement, the successful bidder shall submit Security Deposit for required amount in the form of Bank Guarantee drawn on any Scheduled/Nationalized Bank in favor of The Inspector General of Registration & Controller of Stamps, Maharashtra State, Pune in Annexure-F. Without this agreement will not be executed. d. On failure of execution of the agreement by the successful bidder, all EMDs furnished will be forfeited Completeness of Contract The contract will be deemed as incomplete if any part of the work under this project is not complete as per the terms and conditions of this RFP or not acceptable to the department Suspension & Cancellation of Contract The contract of the bidder shall be suspended and the bidder may be blacklisted forthwith by the IGR without issuing notice on any of the following circumstances/reasons: a. Violation of any condition of the tender/ contract or part of any condition of the tender contract of tender/contract, or b. Substantial deviation found in quality of work done. c. If it is found that during the process of award of contract, fraudulence was made by the bidder or the selected bidder. As stopping the services and taking appropriate action in this regard is of an urgent and emergent nature required to protect the interest of the Department of Registration and Stamps, M.S. Pune, the Contract of the concerned will be first suspended without issuing any notice. However, before taking the final decision on the matter, all concerned will be given reasonable opportunities to explain their stand. After enquiry, if the bidder is found guilty, the Contract of the concerned bidder for the services in question will be cancelled and other appropriate legal action shall also be initiated against all concerned. The aggrieved party against the order passed by the Department of Registration and stamps, Maharashtra State, Pune may file an appeal to the Inspector General of Registrar and Inspector General of Registration and Controller of Stamps Page 29 of 67

30 Controller of Stamps, M.S, Pune within 30 days of passing the order. The decision of the Inspector General of Registrar and controller of Stamps, M.S., Pune shall be final and binding Amendment No provision of Contract shall be changed or modified in any way (including this provision) either in whole or in part except by an instrument in writing made after the date of this Contract and signed on behalf of all the parties and which expressly states to amend the present Contract Corrupt, Fraudulent or Restrictive Practices The Purchaser requires that the Bidders under this tender and the successful bidder selected for executing the project should observe the highest standards of ethics during this tendering process or execution of the project. In pursuance of this policy, the Purchaser defines the terms set forth as follows: Corrupt Practice means the offering, giving, receiving or soliciting of anything of value to influence the action of the public official in the award of the contract.; Fraudulent practice means a misrepresentation of facts in order to influence award of contract or an execution of a contract to the detriment of the Purchaser, and includes collusive practice among Bidders (prior to or after bid submission) designed to establish bid prices at artificial non-competitive levels and to deprive the Purchaser of the benefits of the free and open competition; Restrictive practice means forming a cartel or arriving at any understanding or arrangement among Bidders with the objective of restricting or manipulating a full and fair competition in the Bidding Process. In the event of corrupt practice, fraudulence or restrictive practice, in addition to penal action (For e.g. blacklisting of bidder) as per the terms and conditions of the contract, legal action shall also be initiated against the concerned. The Purchaser will suspend the award of contract if prima-facie it is established that the selected bidder had engaged in corrupt, fraudulent or restrictive practices in competing for the contract in question. The Purchaser will declare a Bidder ineligible after giving opportunity of being heard, either indefinitely or for a stated period of time, to be awarded a contract if at any time it is found that the Bidder has engaged in corrupt, fraudulent or restrictive practices in competing for, or in executing, this contract Resolution of Disputes The matter regarding any dispute shall first be sorted out at the level of Inspector General of Registration. Any dispute or difference whatsoever arising between the parties to this Agreement out of or relating to the construction, meaning, scope, operation or effect of this Agreement or the Inspector General of Registration and Controller of Stamps Page 30 of 67

31 validity of the breach thereof, which cannot be resolved through mutual negotiations, shall be referred to a sole Arbitrator to be appointed by mutual consent of both the parties herein. If the parties cannot agree on the appointment of the Arbitrator within a period of one month from the notification by one party to the other of existence of such dispute, then the Arbitrator shall be Secretary (R & R), Government of Maharashtra. The provisions of the Arbitration and Conciliation Act, 1996 will be applicable and the award made there under shall be final and binding upon the parties hereto, subject to legal remedies available under the law. Such differences shall be deemed to be a submission to arbitration under the Indian Arbitration and Conciliation Act, 1996, or of any modifications, Rules or re-enactments thereof. The Arbitration proceedings will be held at Pune, Maharashtra, India Interpretation of the clauses in the Tender Document In case of any ambiguity in the interpretation of any of the clauses in Tender Document, the Tender Evaluation Committee interpretation of the clauses shall be final and binding on the bidder. The decision taken by the Tender Evaluation committee in the process of Tender evaluation will be full and final. The committee has been authorized to work as competent and final decision making authority as far as this tender is concerned Legal Jurisdiction This contract will be governed by the Indian Laws and the disputes not resolved at the arbitration level will be subjected to jurisdiction to Courts in Pune only Publicity Neither Party may use the trademarks of the other Party without the prior written consent of the other Party. Except as required by law or the rules and regulations of each stock exchange upon which the securities of one of the Parties is listed, neither Party shall publish or permit to be published either alone or in conjunction with any other person any press release, information, article, photograph, illustration or any other material of whatever kind relating to this Agreement, the SLA or the business of the Parties without prior reference to and approval in writing from the other Party, such approval not to be unreasonably withheld or delayed Evaluation Committee Tender Evaluation Committee(TEC) (also referred to as Evaluation Committee ) constituted by the IGR (M.S.), Pune shall evaluate the tenders. The decision of the Evaluation Committee in the evaluation of the Technical and Commercial bids shall be final. No correspondence will be entertained outside the process of negotiation/discussion with the Committee. a. The evaluation done by evaluation committee will be final and binding on the bidders. b. A substantially responsive bid is one, which conforms to the requirements, terms, conditions and specifications of the Request for Proposal without material deviation. A material deviation is one which affects in any substantial way the functionality, scope, Inspector General of Registration and Controller of Stamps Page 31 of 67

32 quality, or performance of the deliverables, or which limits in any substantial way, inconsistent with the RFP, IGR-Pune rights or the Bidder's obligations for performance of the project and the rectification of which deviation would affect unfairly the competitive position of other bidders presenting substantially responsive bids. c. Evaluation committee will examine the bids to determine whether they are complete, whether any computational error have been made and whether the bids are generally in order Force Majeure 1. Force Majeure would include natural and unavoidable catastrophe that interrupts the expected course of events. 2. The bidder shall not be liable for penalty, liquidated damages or termination for default, if and to the extent that, his delay in performance or other failure to perform his obligations under the contract is the result of an event of Force Majeure. 3. For purposes of this clause, Force Majeure means an event beyond the control of the bidder and not involving the bidder and not involving the bidder s fault or negligence and not foreseeable. Such events may include, but are not restricted to, instances of, wars or revolutions, fires, floods, epidemics, quarantine restrictions and freight embargoes which would have an impact on IGR (M.S.), Pune. 4. If a Force Majeure situation arises, the bidder shall promptly notify IGR (M.S.), Pune in writing of such conditions and the cause thereof. Unless otherwise directed by IGR (M.S.), Pune, the bidder shall seek all reasonable alternative means for performance not prevented by the Force Majeure event. 5. The Force Majeure circumstances and events shall include the following events to the extent that such events or their consequences (it being understood that if a causing event is within the reasonable control of the affected party, the direct consequences shall also be deemed to be within such party's reasonable control) satisfy the appropriate definition as per this agreement. Without limitation to the generality of the foregoing, Force Majeure Event shall include the following classes of events and circumstances and their effects: a. Natural events ( Natural Events ) to the extent they satisfy the foregoing requirements including: Any material effect on the natural elements, including lightning, fire, earthquake, cyclone, flood, storm, tornado, or typhoon; Explosion or chemical contamination (other than resulting from an act of war); Epidemic such as plague; Any event or circumstance of a nature analogous to any of the foregoing b. Other Events (Political Events) to the extent that they satisfy the foregoing requirements including: Act of war (whether declared or undeclared), invasion, armed conflict or act of foreign enemy, blockade, embargo, revolution, riot, insurrection, civil commotion, act of terrorism or sabotage; Strikes, work to rules, go-slows which are either widespread, nation-wide, or statewide and are of political nature; Any event or circumstance of a nature analogous to any of the foregoing Inspector General of Registration and Controller of Stamps Page 32 of 67

33 Risk Purchase In case the successful bidder fails to execute the project as stipulated in the delivery schedule; IGR (M.S.), Pune reserves the right to procure the similar services from alternate sources at the risk, cost and responsibility of the successful bidder Indemnity While providing services as per Scope of Work, the successful bidder shall ensure that there is no infringement of any patent or design rights or violate any intellectual property or other right of any person or entity and shall comply with all applicable Laws, Statute, regulations and Governmental requirements and he/she shall be solely and fully responsible for consequence / any actions due to any such infringement. The successful bidder shall indemnify, protect and save IGR (M.S.), Pune against all claims, losses, costs, damages, expenses, action suits and other proceeding, resulting from infringement of any patent, trademarks, copyrights etc. or such other statutory infringements in respect of all components (like system software, software tools, hardware etc.) and the services rendered under this tender Intellectual Property Rights All intellectual property rights for the work performed under this RFP as far as data and application provided by IGR (M.S.), Pune is concerned shall lie with IGR (M.S.), Pune. This clause is applicable to all data in any form or format procured, processed, scanned or produced under this RFP by the successful bidder. The successful bidder shall not use such data or DSR application or any software provided by IGR (M.S.), Pune for any other purpose during and after the term of contract. In no cases, any document provided by the department is taken out of the space provided to the successful bidder for scanning Failure to agree with the terms & conditions of the tender Failure of the successful bidder to agree with the Terms & Conditions of the RFP/Contract shall constitute sufficient grounds for the annulment of the proposal or the award, in which event IGR (M.S.), Pune may out rightly reject the proposal or make the award to the next Best Value Bidder or call for new Bids. Inspector General of Registration and Controller of Stamps Page 33 of 67

34 11. PAYMENT TERMS & SCHEDULE Payment to the successful bidder for the work carried out would be based on the completion of the following payment milestones. # Milestone % of Amount Payable 1 Successful Supply, Installation, Customization and Demonstration of Call Centre Solution 70% of Total Payment 2 Training 30% of Total Payment It is to be noted Total Payment to vender shall be as follows. # Item Cost Item Total Cost A Server Cost of 1. Supply and Installation of server 2. 5 years Warranty of server B PRI Card Cost of supply and installation of PRI Card C Headsets Cost of headsets D E Call Centre Software Cost of License for Call Centre Software (as per Section 5.4) including 1 year warranty for Call centre supervisor Cost of License for Call Centre Software (as per Section ) including 1 year warranty for Call Centre Operator Total Payment to Vendor Inspector General of Registration and Controller of Stamps Page 34 of 67

35 ANNEXURES Annexure A: Minimum Technical Specifications Server # Component Specifications / Requirements 1. Processor/ CPU Minimum 2.2 GHz Quad core Xeon processors or higher with 1-MB level 2 cache Processors include support for Hyper-Threading and Extended Memory 64 Technology (EM64T) 2. Cache Memory with min 6MB L3 cache per processor RAM / Main Memory Hard Disk capacity & type Minimum 16 GB of DDR 3 RAM standard 3 x 600 GB K RPM SAS or more, Hot Swapable 5. RAID Controller Hardware RAID 5 with 256 MB cache 6. Network Interface 7. Ports Min. 2 USB Ports 8. Cabinet Rack Mountable 9. Free Slots Minimum 2 x Gigabit Ethernet ports W/TCP offload engine & WOL Min. 3 Free 64 bit PCI / PCI Express Slots (after populating all the cards) 10. Removable Drive Internal IDE/ SCSI DVD-ROM Drive 11. Operating System Microsoft Windows Server 2013, Enterprise Edition / Red Hat Enterprise Linux 6.x, update, patches, OEM support pack etc. valid for project period 12. Power supply Redundant Hot-Swappable power supplies and Fans 13. Certification Should be certified on the supplied OS Version PRI Card # Feature Specifications / Requirements 1. Type T1/E1/J1/PRI PCI-Express x1 card 2. Eco-Cancellation PRI Card should have hardware Eco-Cancellation Inspector General of Registration and Controller of Stamps Page 35 of 67

36 3. Number of ports Two Digital Gateway # Feature Specifications / Requirements 1. Type E1 Digital Gateway 2. Number of ports Two Brands recommended for Digital Gateway Patton, Sangoma or equivalent Brands recommended for PRI Card Digium, Sangoma or equivalent Headset # Feature Specifications / Requirements 1. Microphone Ultra Noise Cancellation 2. Wearing Style Headband 3. Listening Mode Both ears 4. Connectivity USB, Quick/Easy Disconnect 5. Weight Maximum 100 g 6. Mute facility Yes from the device itself 7. Cable length Min 1 metre 8. Usage Softphone Brands recommended for headset Jabra, Plantronics, Sennheiser, Any other equivalent brand Inspector General of Registration and Controller of Stamps Page 36 of 67

37 Annexure B: Clarification seeking format All enquiries from the bidders relating to this RFP must be submitted in writing (along with mentioned above) in the following format: Name of Bidder: Name and position of person submitting request: Full formal address of the organization including phone, fax and id: S. No RFP Reference(s) (section number/ page) Content of RFP requiring Clarification Points of clarification required Inspector General of Registration and Controller of Stamps Page 37 of 67

38 Annexure C: Technical Bid Document Format The Technical Bid should contain the following items along with the confirmation of submission of same in this format. S. No. Item 1. Technical Proposal Covering Letter Enclosed (Yes / No) 2. Authority Letter 3. Self-declaration of not being blacklisted 4. Particulars of the Bidder 4a 4b 4c Organization details Financial strength details Contact details 5. Profile of Previous Project Experience 5a 5b Project Experience Details Copy of Purchase Orders (PO)/Work Orders (WO) Note : Without PO/WO, project experience won t be considered for evaluation 6. Compliance Report to Minimum Technical Specifications 7. Tender Fees 8. Bid Security Deposit in prescribed format 9. Copy of the audited Balance Sheet, P & L statements (last 3 financial years) and Certificate in given regard from Chartered Accountant (last 3 financial years) VAT/ST/CST Registration Certificate Copy of PAN Card Service Tax Registration Certificate 13. Declaration of having own facility * Kindly note that Revelation of Prices in any form or by any reason before opening the Commercial Bid shall lead to rejection of bids. Inspector General of Registration and Controller of Stamps Page 38 of 67

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40 1. Technical Proposal Covering Letter To, (On Company letterhead) Date:.. The Inspector General of Registration &Controller of Stamps, M.S., Pune New Administrative Building, Opp. Council Hall, Pune 1 Dear Sir/ Madam, We.. (Name of the bidder) hereby submit our proposal in response to notice inviting tender date.. and tender document no... and confirm that: 1. All information provided in this proposal and in the attachments is true and correct to the best of our knowledge and belief. 2. The bidder shall make available any additional information which may find necessary to verify the correctness of the above statement. 3. Certified that the period of validity of bids is 120 days, extendable up to 90 days thereafter, from the last date of submission of proposal. 4. We are quoting as per format mentioned in the tender. 5. We the Bidders are not under a Declaration of Ineligibility for corrupt or fraudulent practices or blacklisted with any of the Government agencies. 6. It is understood that to undertake the work within the scope of tender we shall deploy required manpower. We, hereby, agree to take complete and absolute responsibility w.r.t. compliance to these conditions & applicable laws and under any circumstances the purchaser shall not be held responsible for any violation of these conditions and applicable laws. Yours sincerely, Signature Full name of signatory Designation Name of the bidder (firm etc.) Inspector General of Registration and Controller of Stamps Page 40 of 67

41 2. Authority Letter To, (On Company letterhead) Date:.. The Inspector General of Registration &Controller of Stamps, M.S., Pune New Administrative Building, Opp. Council Hall, Pune 1 <Bidder Representative's Name>, < Designation>, is hereby authorized to sign relevant documents on behalf of the Company in dealing with RFP of reference <RFP No. and Date>. He is also authorized to attend meetings and submit Technical and Commercial information as may be required by you in the course of processing above said RFP. Thanking you, Authorized Signatory (Name) Name & Signature of Authorized Person Company s Seal Inspector General of Registration and Controller of Stamps Page 41 of 67

42 3. Self-Declaration for not being blacklisted We M/s (Name of the Bidder) having head office at undertake the following We M/s (Name of the Bidder) are not blacklisted by the Central Government, State Governments, Union Territories, PSUs or Government Corporations in India. Signed on behalf of M/s (Name of Bidder) Place: Date: Inspector General of Registration and Controller of Stamps Page 42 of 67

43 4. Particulars of the Bidder A. Organization Details Details of the Organization Name Nature of the legal status in India Nature of business in India Date of Incorporation Date of Commencement of Business Address of the Headquarters Address of the Registered Office in India Number of full time employees (Department wise) Other Relevant Information Mandatory Supporting Documents: a) Certificate of Incorporation from Registrar Of Companies(ROC) B. Financial Strength Details Financial Information Turnover (in INR lakhs) Profit (in INR lakhs) Net Worth (in INR lakhs) Mandatory Supporting Documents: FY FY FY Auditor Certified financial statements for the above mentioned financial years (Please include only the relevant sections on P&L, revenue and the assets, not the entire balance sheet.) C. Contact Details Details of the Organization Name of contact person Contact Person s phone number Contact Person s id Website Telephone Number Fax Number Inspector General of Registration and Controller of Stamps Page 43 of 67

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45 5. Profile of Previous Project Experience Relevant Project experience General Information Name of the project Client for which the project was executed Name and contact details of the client Project Details Description of the project mandatorily including type of item (brochure/book/magazine etc.) printed, quantum of items printed Does Project includes designing and deciding layout of book? Scope of services Service levels being offered/ Quality of service (QOS) Technologies used for printing & designing Outcomes of the project Other Details Total cost of the project Total cost of the services provided by the bidder Duration of the project (no. of months, start date, completion date, current status) Other Relevant Information Mandatory Supporting Documents: Work order/purchase order/contract for the project Project Capability Demonstration Please provide complete details regarding the scope of the project to indicate the relevance to the requested technical evaluation criterion. Inspector General of Registration and Controller of Stamps Page 45 of 67

46 6. Compliance to Minimum Technical Requirement # Feature Specifications / Requirements Compliance (Yes/No) 1. Size of the Book 2. Approximate pages in the book 3. ¼ Demi (11" 8.5") (Excluding cover page. This is an indicative number, actual number will depend on type of font, word spacing, line spacing, margins, art work, other representation styles used for printing) 300 GSM imported Art card 4. Thermal lamination matt finish 5. 4 Colour Cover Page 6. Golden foiling of name of the Department on cover page 7. Spot lamination of Department logo on cover page 8. Glossy imported art paper Internal 9. Brightness more than 90% ISO Pages GSM to be printed in 4 colours 11. Binding Sewn and perfect binding 12. Language Marathi Inspector General of Registration and Controller of Stamps Page 46 of 67

47 Annexure D: Commercial Bid Format The Commercial Bid should contain the following items along with the confirmation of submission of same in this format: S. No. Item Enclosed (Yes / No) 1 Commercial proposal Covering Letter 2 Price Summary 1. Commercial Proposal Covering Letter (On Company Letterhead) Tender No. IGR/ Date : / /2014 To, Inspector General of Registration and Controller of Stamps, M.S., Pune New Administrative Building Opposite Council Hall, Pune 1 Reference: Request for Proposal for <RFP Title> Sir, Having examined the RFP Document, the receipt of which is hereby duly acknowledged, we, the undersigned, offer to provide the services, as required and outlined in the RFP. In order to meet such requirements and to provide services as set out in the RFP document, following is our quotation summarizing our Commercial Proposal. We attach hereto the Commercial Proposal as required by the Bid document, which constitutes our proposal. We undertake, if our proposal is accepted, to the services as put forward in the RFP or such modified requirements as may subsequently be agreed mutually by us and IGR (M.S.), Pune or its appointed representatives. If our proposal is accepted, we will obtain a Performance Bank Guarantee issued by a nationalized bank in India, acceptable to IGR (M.S.), Pune, for a sum of <<Amount>> for the due performance of the contract. We agree for unconditional acceptance of all the terms and conditions set out in the RFP document and also agree to abide by this tender responseforaperiod1 year, extendable up to 6 months from the date of submission of the tender and it shall remain binding upon us with full force and virtue, until within this period a formal contract is prepared and executed, this tender response, together with your written acceptance thereof in your notification of award, shall constitute a binding contract between us and IGR (M.S.), Pune. Weconfirmthattheinformationcontainedinthisproposaloranypartthereof, including its exhibits, Inspector General of Registration and Controller of Stamps Page 47 of 67

48 schedules, and other documents and instruments delivered or to be delivered to IGR (M.S.), Pune is true, accurate, and complete. This proposal includes all informationnecessarytoensurethatthestatementsthereindonotinwholeorinpart mislead IGR (M.S.), Pune as to any material fact. We agree that you are not bound to accept any tender response you may receive. We also agree that you reserve the right in absolute sense to reject all or any of the products/services specified in the tender response. It is here by confirmed that I/We are entitled to act on behalf of our company/corporation/firm/organization and empowered to sign this document as well as such other documents, which may be required in this connection. Date: (Signature) (Name) (In the capacity of ) [Seal / Stamp of bidder] Witness Signature: Witness Name: Witness Address: Inspector General of Registration and Controller of Stamps Page 48 of 67

49 2. Price Summary (On Company Letterhead) Tender No. IGR/ Date : / /2014 To, Inspector General of Registration and Controller of Stamps, M.S., Pune New Administrative Building Opposite Council Hall, Pune 1 Reference: Request for Proposal for <RFP Title> Sir, I/We undertake that the prices are in conformity with the requirement as specified in the tender. We will charge the department for this project as mentioned below: # Item Cost Item Qty. (A) Unit Cost (B) Total Cost (C) = (A) x (B) A Server Cost of Supply and Installation of server with 5 years Warranty of server 1 B PRI Card/Digital gateway Cost of supply and installation of PRI Card or Digital Gateway 1 C Headsets Cost of headset 15 D E Call Centre Software License Cost of License for Call Centre Software (as per Section 5.4) including 1 year warranty for Call Centre Supervisor Cost of License for Call Centre Software (as per Section 5.4) including 1 year warranty for Call Centre Operator 1 14 F AMC Annual Maintenance Contract as per section Total Cost of Project Note: 1. Unit Price should include packing, forwarding, freight, insurance, installation, commissioning, warranty or any other charges. Inspector General of Registration and Controller of Stamps Page 49 of 67

50 2. No column should be left blank otherwise the bid shall be rejected. The above mentioned quotes are inclusive of all cost likely to be incurred for executing this work and include all taxes except service tax. I/We agree that bidder should fill prices for all items mentioned above. If price for any item is not mentioned then the bid will be rejected by IGR (M.S.), Pune If our bid is accepted, we will obtain the Performance Guarantee of Rs. /- for the due performance of the Contract, in the form prescribed by the Tendering Authority. I/We agree to abide by this bid for a period of 1 year, extendable up to 6 months thereafter, after the date fixed for bid opening and it shall remain binding upon us and may be accepted at any time before the expiry of that period. Until a formal contract is prepared and executed, this bid, together with your written acceptance thereof and your notification of award shall constitute a binding Contract between us. I/We understand that you are not bound to accept the lowest or any bid you may receive. I/We agree to the terms & conditions mentioned in the Tender document. Signature of Bidder (with official seal) Date Name Designation Address Telephone Fax address Inspector General of Registration and Controller of Stamps Page 50 of 67

51 Annexure E: EMD/Bid Security Form (BSF) Whereas (hereinafter called "the Bidder") has submitted its tender offer dated 2014 for the supply of (hereinafter called "the tender") KNOW ALL MEN by these presents that WE of (hereinafter called the Bank:) are bound up to (hereinafter called "the Purchaser") in the sum of for which payment well and truly to be made to the said Purchaser, the Bank binds itself, its successors and assigns by these presents. Sealed with the Common Seal of the Said Bank this day of THE CONDITIONS of this obligation are: 1. If the bidder withdraws its tender during the period of tender validity specified by the bidder on the Tender Form ; or 2. If the Bidder, having been notified of the acceptance of its tender by the purchaser during the period of tender validity : (a) fails or refuses to execute the DRAFT CONTRACT FORM if required; or (b) fails or refuses to furnish the Performance Security, in accordance with the instruction given in tender document; We undertake to pay the Purchaser up to the above amount upon receipt of its first written demand, without the Purchaser having to substantiate its demand, provided that in its demand the Purchaser will note that the amount claimed by it is due it owing to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions. This guarantee will remain in force up to and including 201- and any demand in respect thereof should reach the Bank not later than the above date (Signature of the Bank) Inspector General of Registration and Controller of Stamps Page 51 of 67

52 Annexure F: Security Deposit / Performance Bank Guarantee Form (PBG) (To be given by a Nationalised or a Scheduled Bank Only) Tender No. IGR/ Date: / /2014 To, The Inspector General of Registration & Controller of Stamps, M.S., Pune New Administrative Building, Opp. Council Hall, Pune 1 The Bidder (name and company) who has submitted an application for seeking a Bid Security Certificate, Performance Security and Certificate of Investible Funds to be submitted as part of the tender under reference, is hereby given on his request which is follows:- 1. PROFORMA OF PERFORMANCE SECURITY FORM Bank Guarantee No Against Contract vide Advance Acceptance of the Tender No. Dated of the Registration & Stamps, Department (hereinafter called "The Department") covering the (Hereinafter called The Said Contract") entered into between the Inspector General of Registration & Controller & Stamps (Hereinafter called "The Department") and (Hereinafter called the Selected Bidder ). This is to certify that at the request of the Tendering Authority we Bank are holding in trust in favour of the client, the amount Rs. (write the sum here in words also) to indemnify and keep indemnified the Department against any loss or damage that may be caused to or suffered by the Department by reason of the said Contract and/or in the performance thereof. We agree that the decision of the Department, whether any breach of any of the terms and conditions of the said contract and/or in the performance thereof has been committed by the Selected Bidder and the amount of loss or damage that has been caused or suffered by the Department shall be final and binding on us and the amount of the said loss or damage shall be paid by us forthwith on demand and without demur to the Department. We Bank further agree that the guarantee herein contained shall remain in full force and effect during the period that could be taken for satisfactory performance and fulfilment in all respects of the said Contract by Department i.e. till hereinafter called the Expiry Date of the Contract and that if any claim accrues or arises against us by virtue of this guarantee before the said date, the same shall be enforceable against us (Name of the Bank) by The Department before the said date. Payment under this letter of guarantee shall be made promptly upon your receipt of notice to that effect from the Department. It is fully understood that this guarantee is effective from the date of the said Contract & valid Inspector General of Registration and Controller of Stamps Page 52 of 67

53 for six months and that we (Name of the Bank) undertake not to revoke this guarantee during its currency without the consent in writing of The Department. We (Name of the Bank) undertake to pay the Department any money so demanded not withstanding any dispute or disputes raised by the Selected Bidder in any suit or proceedings pending before any Court or Tribunal in relation thereto our liability under this present bond being absolute and unequivocal. The payment so made by (Name of the Bank) under this bond shall be a valid discharge of our liability for payment there under and the Selected Bidder shall have no claim against us for making such payment. We (Name of the Bank) further agree that the Department shall have the fullest liberty, without affecting in any manner or obligation hereunder to vary any of the terms and conditions of that said Contract or to extend time of performance by the Selected Bidder from time to time or to postpone for any time or from time to time any of the powers exercisable by the Department against the said Tender and to forebear or enforce any of the terms and conditions relating to the said Contract and we, (Name of the Bank) shall not be released from our liability under this guarantee by reason of any such variations or extension being granted to the said forbearance and / or omission on the part of the Department or any other matter or thing whatsoever, which under the law relating to sureties, would but for this provisions have the effect of so releasing us from our liability under this guarantee. The guarantee is for an amount of Rs. (In words & figures). This guarantee shall not be discharged due to the change in the constitution of the Bank of the Tendering Authority. DATE: PLACE: NAME OF THE WITNESS WITH SIGNATURE:... (BANK OFFICER S SIGNATURE AND COMMON SEAL) Inspector General of Registration and Controller of Stamps Page 53 of 67

54 Annexure G: Draft Non-Disclosure Agreement This Non-Disclosure Agreement ("Non-Disc") is made and entered into day of month year (effective date) by and between INSPECTOR GENERAL OF REGISTERATION AND CONTROLLER OF STAMPS ("Department") and ("Company") Whereas, Department and Company have entered into an Agreement ("Agreement") effective for ; and Whereas, each party desires to disclose to the other party certain information in oral or written form which is proprietary and confidential to the disclosing party, ("CONFIDENTIAL INFORMATION"). NOW, THEREFORE, in consideration of the foregoing and the covenants and agreements contained herein, the parties agree as follows: 1. Definitions. As used herein: (a) The term Confidential Information shall include, without limitation, all information and materials, furnished by either Party to the other in connection with citizen/users/persons/customers data, products and/or services, including information transmitted in writing, orally, visually, (e.g. video terminal display) or on magnetic or optical media, and including all proprietary information, customer & prospect lists, trade secrets, trade names or proposed trade names, methods and procedures of operation, commercial or marketing plans, licensed document know-how, ideas, concepts, designs, drawings, flow charts, diagrams, quality manuals, checklists, guidelines, processes, formulae, source code materials, specifications, programs, software packages, codes and other intellectual property relating to the disclosing party s data, computer database, products and/or services. Results of any tests, sample surveys, analytics, data mining exercises or usages etc. carried out by the receiving party in connection with the Department s Information including citizen/users/persons/customers personal or sensitive personal information as defined under any law for the time being in force shall also be considered Confidential Information. (b) (c) The term, Department shall include the officers, employees, agents, consultants, contractors and representatives of Department. The term, Company shall include the directors, officers, employees, agents, consultants, contractors and representatives of Company, including its applicable affiliates and subsidiary companies. 2. Protection of Confidential Information. With respect to any Confidential Information disclosed to it or to which it has access, Company affirms that it shall: (a) Use the Confidential Information as necessary only in connection with Project and in accordance with the terms and conditions contained herein; Inspector General of Registration and Controller of Stamps Page 54 of 67

55 (b) Maintain the Confidential Information in strict confidence and take all reasonable steps to enforce the confidentiality obligations imposed hereunder, but in no event take less care with the Confidential Information that the parties take to protect the confidentiality of its own proprietary and confidential information and that of its clients; (c) Not to make or retain copy of any commercial or marketing plans, citizen/users/persons/customers database, Proposals developed by or originating from Department or any of the prospective clients of Department except as necessary, under prior written intimation from Department, in connection with the Project, and ensure that any such copy is immediately returned to Department even without express demand from Department to do so; (d) (e) (f) Not disclose or in any way assist or permit the disclosure of any Confidential Information to any other person or entity without the express written consent of the other party; and Return to the other party, or destroy, at Department s discretion, any and all Confidential Information disclosed in a printed form or other permanent record, or in any other tangible form (including without limitation, all copies, notes, extracts, analyses, studies, summaries, records and reproductions thereof) immediately upon the earlier to occur of (i) expiration or termination of either party s engagement in the Project, or (ii) the request of the other party therefore. Not to discuss with any member of public, media, press, any or any other person about the nature of arrangement entered between Department and Company or the nature of services to be provided by the Company to the Department. 3. Onus. Company shall have the burden of proving that any disclosure or use inconsistent with the terms and conditions hereof falls within any of the following exceptions. 4. Exceptions. These restrictions as enumerated in section 1 of this Agreement shall not apply to any Confidential Information: (a) (b) (c) (d) (e) Which is independently developed by Company or lawfully received from another source free of restriction and without breach of this Agreement; or After it has become generally available to the public without breach of this Agreement by Company; or Which at the time of disclosure to Company was known to such party free of restriction and evidenced by documentation in such party s possession; or Which Department agrees in writing is free of such restrictions. Which is received from a third party not subject to the obligation of confidentiality with respect to such Information; 5. Remedies. Company acknowledges that (a) any actual or threatened disclosure or use of the Confidential Information by Company would be a breach of this agreement and may Inspector General of Registration and Controller of Stamps Page 55 of 67

56 cause immediate and irreparable harm to Department; (b) Company affirms that damages from such disclosure or use by it may be impossible to measure accurately; and (c) injury sustained by Department may be impossible to calculate and remedy fully. Therefore, Company acknowledges that in the event of such a breach, Department shall be entitled to specific performance by Company of Company s obligations contained in this Agreement. In addition Company shall indemnify Department of the actual and liquidated damages which may be demanded by Department. Moreover, Department shall be entitled to recover all costs (including reasonable attorneys fees) which it or they may incur in connection with defending its interests and enforcement of legal rights arising due to a breach of this agreement by Company. 6. Need to Know. Company shall restrict disclosure of such Confidential Information to its employees and/or consultants with a need to know (and advise such employees of the obligations assumed herein), shall use the Confidential Information only for the purposes set forth in the Agreement, and shall not disclose such Confidential Information to any affiliates, subsidiaries, associates and/or third party without prior written approval of the disclosing party. 7. Intellectual Property Rights Protection. No license to a party, under any trademark, patent, copyright, design right, mask work protection right, or any other intellectual property right is either granted or implied by the conveying of Confidential Information to such party. 8. No Conflict. The parties represent and warrant that the performance of its obligations hereunder do not and shall not conflict with any other agreement or obligation of the respective parties to which they are a party or by which the respective parties are bound. 9. Authority. The parties represent and warrant that they have all necessary authority and power to enter into this Agreement and perform their obligations hereunder. 10. Dispute Resolution. If any difference or dispute arises between the Department and the Company in connection with the validity, interpretation, implementation or alleged breach of any provision of this Agreement, any such dispute shall be referred to the Inspector General of Registration & Controller of Stamps, M.S., Pune. (a) The arbitration proceedings shall be conducted in accordance with the (Indian) Arbitration & Conciliation Act, 1996 & amendments thereof. (b) The place of arbitration shall be Pune. (c) The arbitrator s award shall be substantiated in writing and binding on the parties. (d) The proceedings of arbitration shall be conducted in English language. (e) The arbitration proceedings shall be completed within a period of 180 days from the date of reference of the dispute to arbitration. Inspector General of Registration and Controller of Stamps Page 56 of 67

57 11. Governing Law. This Agreement shall be interpreted in accordance with and governed by the substantive and procedural laws of India and the parties hereby consent to the exclusive jurisdiction of Courts and/or Forums situated at Mumbai, India only. 12. Entire Agreement. This Agreement constitutes the entire understanding and agreement of the parties, and supersedes all previous or contemporaneous agreement or communications, both oral and written, representations and under standings among the parties with respect to the subject matter hereof. 13. Amendments. No amendment, modification and/or discharge of this Agreement shall be valid or binding on the parties unless made in writing and signed on behalf of each of the parties by their respective duly authorized officers or representatives. 14. Binding Agreement. This Agreement shall be binding upon and inure to the benefit of the parties hereto and their respective successors and permitted assigns. 15. Severability. It is the intent of the parties that in case any one or more of the provisions contained in this Agreement shall be held to be invalid or unenforceable in any respect, such provision shall be modified to the extent necessary to render it, as modified, valid and enforceable under applicable laws, and such invalidity or unenforceability shall not affect the other provisions of this Agreement. 16. Waiver. If either party should waive any breach of any provision of this Agreement, it shall not thereby be deemed to have waived any preceding or succeeding breach of the same or any other provision hereof. 17. Survival. Both parties agree that all of their obligations undertaken herein with respect to Confidential Information received pursuant to this Agreement shall survive till perpetuity even after any expiration or termination of this Agreement. 18. Non-solicitation. During the term of this Agreement and thereafter for a further period of two (2) years Company shall not solicit or attempt to solicit Department s employees and/or consultants, for the purpose of hiring/contract or to proceed to conduct operations/business similar to Department with any employee and/or consultant of the Department who has knowledge of the Confidential Information, without the prior written consent of Department. This section will survive irrespective of the fact whether there exists a commercial relationship between Company and Department. Inspector General of Registration and Controller of Stamps Page 57 of 67

58 19. Term. Subject to aforesaid section 17, this Agreement shall remain valid up to 5 years from the effective date. IN WITNESS HEREOF, and intending to be legally bound, the parties have executed this Agreement to make it effective from the date and year first written above. For Department, For Company Name: Name: Title: Title: WITNESSES: Inspector General of Registration and Controller of Stamps Page 58 of 67

59 Annexure H: Network Diagram Inspector General of Registration and Controller of Stamps Page 59 of 67

60 Annexure I: Functional Requirements Interactive Voice Recognition System (IVRS) S.N IVRS - Requirements 1. When a call lands on the Call Centre system, the caller should be greeted with a pre-recorded welcome note. 2. It should support English, Hindi and Marathi language. 3. There should be an option available to the caller to opt for talking to agent by pressing pre-defined digit any time during the IVRS announcements (For initial period, after selecting language the call should be routed to the agent. Later on as per need, there should be expansion in IVR tree) 4. It should be able to identify a caller (new - with phone number and existing caller with name and phone number) using CLI(Caller Line Identification),/ANI (Automatic Number Integration)/DNIS (Dialled Number identification sequence) 5. It should identify the caller through CLI and pass on relevant information to the screen pop up at agent s desktop by seamless integrating with the Automatic Call Distribution/Computer telephony integration. For new caller, the screen pop up's at agent's desktop with only its mobile/phone number. For existing caller (present in CCC database), the screen pop up's at agent's desktop with name and mobile/phone number. For the existing caller, the agent should greet him with his name. 6. It should ensure routing accuracy as per design. It should allow transfer to agent anytime during the Interactive Voice Response System announcement. 7. It should retrieve agent availability from Automatic Call Distribution and announce to the caller the expected wait time to talk to an available agent. 8. It should support audio-text for playback of music, regulations, procedures, social messages (to be decided by Purchaser during Customization) as per the IVR Call Flow & Call Tree. 9. The caller can be given the option to wait in the queue Inspector General of Registration and Controller of Stamps Page 60 of 67

61 10. It should include Automatic Speech Recognition (ASR) facility and should be able to recognize both Indian English and Hindi Languages 11. It should also include Text to Speech (TTS) facility and should include audio generation for both Indian English and Hindi Languages. 12. IVRS, ASR and TTS should support at least MRCP protocol version 1.0 (based on RTSP/ SIP) 13. All the IVRS ports should be speech recognition enabled from day one. 14. It should have ability to add multiple marketing messages on the IVR system 15. It should allow users to schedule different marketing messages in specific dates and for a specific period. 16. There should be adequate number of IVR ports to ensure that all calls meant for CCC are able to reach there. Automatic Call Distribution (ACD) S.N ACD - Requirements 1. ACD should provide the capability of combining data with IVRS menu system that can be intelligently route calls requesting further assistance. 2. It should be able to put caller on hold if no agent is available and keeping caller informed about the status of the call. Also support relying messages (as defined by the Purchaser) during the hold period. 3. It should be designed such that it can handle high volumes of calls efficiently. 4. It should follow call routing to the agents with following features. It should follow at least one of the feature mentioned below: a) With 'Least Recent' - the CCO that received a call the longest time ago will be on the top of the list b) With 'Fewest Calls' - the CCO that received the least number of calls will be on the top of the List c) Random Selection-Routing to the agents with first agent picks the call; it will be closed for the other agents. 5. It should allow CCOs to be members of multiple ACD groups. Each CCO should have unique identification. Inspector General of Registration and Controller of Stamps Page 61 of 67

62 6. It should be able to transfer call to another agent with call data attached. 7. It should provide skill based routing of the calls to the agents based on the skills. 8. System should allow agents to log in to multiple skills with different levels of priorities for the Skills. Customer Relationship Management (CRM) S.N CRM - Requirements 1. It should be integrated with IVR and ACD. It should be able to integrate with server and SMS server. (Vendor may be asked to do integration of CRM with or SMS servers during warranty/amc period) 2. It should be Rules-based allowing the application to be modified to meet the changing needs. 3. It should be secured with single sign-on facility. The application should be configured to allow CCOs to login into all other applications automatically without re-entering username/password into these applications. 4. It should provide a 360 Degree view of caller information to make CCC user more informative about caller service request status, caller contact information. 5. It should allow agent to capture the basic information for informational services including but not limited to:- a) Name b) Sex c) Phone/mobile number d) Address e) Reason for contact f) Query details g) Date h) Document Number i) Assigned to 6. It should be integrated with CCC database which will store the caller's information. Inspector General of Registration and Controller of Stamps Page 62 of 67

63 7. CRM should seamlessly integrate with FAQ question bank developed by the Department in the form of website. It should also provide a search facility to the CCO to search query in the maintained FAQs. 8. CRM should provide access to update the FAQs periodically. 9. It should support to record all new queries asked by callers. 10. Customer Relationship Management must generate a Unique Service request Number that shall be provided to the caller. This Unique Service request should be so designed to ensure its uniqueness across the complete solution. 11. When a new complaint record is created, an /sms can be automatically sent to the caller confirming that a new complaint record has been created with a unique service request number, name of the caller and complaint name with complaint status. 12. CRM should support SMS/ facility on the change in the status (open, pending, closed etc.) of the complaint of the caller. A SMS should be send to the caller with the service request no, name of the caller, complaint name with complaint status. 13. The CCO must have facility to mark calls as call back on a certain date & time etc. with his specific remarks in detail in CRM. System should inform the CCO (who is free for follow-up) for call back on reminder date and time. 14. It should allow the system to provide the status of the complaint to the caller through voice and/or SMS (in response to customer s SMS) 15. When new complaint records are created, they can be automatically assigned to the appropriate person using predefined assignment rules. When complaints are assigned to someone, this person can be automatically notified of the case via CRM should support workflow engine which will help in implementation of Grievance Redressal Management. Based on workflow, complains/grievances can be automatically assigned to a work queue (using predefined assignment rules) 17. CRM should automatically notify via about the escalated complaint record to all of the people who comes under escalation rules. Inspector General of Registration and Controller of Stamps Page 63 of 67

64 18. CRM should support the escalation rules applies for non-closure of complaint within a certain period of time 19. It should support case escalation rules; which can be defined; that will control the automatic escalation of a complaint when specified conditions are met 20. It should support a configurable complaint "status" data field which is used to track the status of each complaint (e.g., new, escalated, on-hold, closed, etc.) 21. CRM should support a complaint record which is created or updated, a history record (of the change) is automatically created and associated with the complaint 22. It should allow CCO to close the complaint by changing the status of service request to "Closed". System should automatically send an /sms to caller and to the concerned department about the closure of the complaint. 23. When CCO makes the call to inform caller about the complaint status, all the caller details will be available on his screen like Caller name, service request no, status, query, date & time of query etc. in CRM. 24. It should allow search feature to search the complaint by its service request number, name of caller, mobile/phone number. 25. CRM should support mass /sms facility that can be used to send out responses to many people encountering the same problem. 26. It should support for "call back" option in the event of long call waiting. 27. It should define automatic routing and escalation (routing to a supervisor) of a work item as a result of a trigger activating. 28. It should have ability for screen customization to reflect CCO preferences or specific service requirements. CCO should be able to select the categories they want on their personal screen(s) such as task and service information as well as filters to be used such as show all service requests, "overdue service request" just open service requests, and just service requests submitted in the last 7 days. 29. It should support the document management which will send the documentation to the caller in the form of existing Government Inspector General of Registration and Controller of Stamps Page 64 of 67

65 documents, , circular, GR, notification, custom letters etc. 30. It should support Alert mechanism. Whether the alerts are posted through an or SMS system, shown as a pop-up window or created and routed as a special work item. 31. It should support the audit trail of the alerts that are triggered along the process. 32. It should provide comprehensive tracking of caller interaction and CCO activities. 33. The application must be configured to support more than one active session for a call centre user so as to support more than one concurrent caller at a given time during escalation. 34. It should support the workforce management. It should be able to forecast the volumes of staff requirements by using such service standards as the grade of service, average waiting times and the average time needed to handle each customer contact, including wrap activities. 35. System should have an authentication mechanism before grievance status details are shared with the caller. 36. Unique user id and password should be provided to the designated officers of Purchaser. 37. Content management (FAQ question bank) should be integrated with CRM and maintain call centre procedures. 38. CRM system should support auxiliary codes to enable CCO to indicate their current mode of operation (i.e. Available/Unavailable/Wrapping Up/At Lunch, etc ) and the same must be reflected in the reporting tool. 39. CCO should be able to access FAQ website via same desktop from which it is logging call for informational services. 40. All logged tickets/calls should follow the escalation mechanism defined in the standard operating procedure 41. System databases will be used to manage caller account and other information, which will be used to collect, track, and report caller service requests and service delivery. Inspector General of Registration and Controller of Stamps Page 65 of 67

66 Computer Telephony Integration (CTI) S.N CTI - Requirements 1. It should be able to link ACD, IVR, call recording etc. to information held on a CRM database about the inbound caller. 2. It should be able to support the following information messages and options that are relayed to voice callers while they are waiting in queues or put on hold by the CCO, including but not limited to: a) Marketing messages b) Music c) Specific message after configurable time (i.e. Voice Mail) 3. It should transfer relevant information about the individual caller and the IVR dialog from the IVR to the agent desktop using a screen pop based on CLI(Caller Line Identification)/ANI (Automatic Number Integration)/DNIS (Dialled Number identification sequence) when caller got connected. 4. It should be suitably integrated with CRM and other communication media (phone/ /sms) to send/receive data which needs to be populated on CCO screen and must also update the IVRS usage details into the CRM as the caller traverses through the IVRS and reaches the agent. 5. CTI should perform following functions including but not limited to:- a) It indicates that the call has entered the setup phase. b) Call is considered as delivered when the call starts ringing c) Call establishes when call is answered. d) Call is cleared when the voice connection is terminated. e) Call is completely ended when the logical call appearance (including call data) is complete. f) Under call transitions, call can be moved from the active to held state or the call is removed from hold. g) Call can be transferred to another CCO Call Recording Solution S.N Call Recording Solution - Requirements 1. The system should record voice conversation between CCO and caller at the time of documenting request, department official and CCO at the time of resolving query and map it to unique Service Request Number. It should have facility to record, replay and monitor all calls. This should capture at least the following information: Inspector General of Registration and Controller of Stamps Page 66 of 67

67 a. Date b. Time c. Call Duration d. Agent ID e. Caller Number f. Service Request Number g. Number Dialled for Outbound Calls h. Inbound/Outbound Identifier - System Generated 2. The CCO ID and call record should be linked to the recorded query. The recorded query can be viewed by CCO but cannot be modified. 3. The system should also record the outbound communication of CCO and the caller at the time of providing answer to unresolved query. 4. It should provide search facility with following information:- a. Date b. Time c. Call Duration d. Agent ID e. Caller Number f. Service Request Number g. Number Dialled for Outbound Calls 5. Basic information about every caller should be recorded and stored in a database by the CCO. This database shall be updated every time a new caller calls up. Inspector General of Registration and Controller of Stamps Page 67 of 67