Request for Proposal (RFP) For Appointment of Vendor For Helpdesk and Transaction Management Services

Transcription

1 Request for Proposal (RFP) For Appointment of Vendor For Helpdesk and Transaction Management Services Haryana State Electronics Development Corporation Limited (A State Government Undertaking) SCO , Sector 17-B, Chandigarh Page 1

2 Receipt Serial No Issued to against request number. dated and payment vide Cash/Bank Draft upon: No.dated of Rs. 1000/- (Rupee one thousand only) Tender Document issued on For Managing Director Haryana State Electronics Development Corporation Limited (Hartron) Hartron Bhavan, Bays No: 73 76, Sector - 2, Panchkula Page 2

3 Table of Contents 1. INVITATIOIN FOR BID General Information Schedule of Bid process Bid related costs SCOPE OF WORK Background Resource deployment process Role of Vendor Role of vendor in central data processing operations: Role of vendor in Helpdesk Service INSTRUCTION TO BIDDERS Introduction Compliant Proposals / Completeness of Response Language of the Bid Bid Validity Pre-bid Meeting & Clarifications Right to Terminate the Process Submission of proposals Late Bids Disqualification Evaluation Process CRITERIA FOR EVALUATION Pre-Qualification Criteria Technical Qualification Criteria Technical Bid Evaluation Commercial Bid Evaluation APPOINTMENT OF VENDOR Award Criteria Right to Accept Any Proposal and To Reject Any or All Proposal(s) Notification of Award Contract Finalization and Award Performance Guarantee Page 3

4 5.6. Signing of Contract Failure to Agree with the Terms and Conditions of the RFP PAYMENT TERMS PENALTIES GENERAL TERMS & CONDITIONS NOTIFICATION OF AWARD SIGNING OF CONTRACT TERM OF THE CONTRACT INDEMNITY TERMINATION OF JOB Termination for Insolvency Termination for default FORCE MAJEURE ARBITRATION APPLICABLE LAW JURISDICTION ANNEXURE ANNEXURE A : Documents for the Commercial Bid Commercial Bid Form Weightage for calculating the commercial bid amount ANNEXURE B : Documents for pre-qualification proposal Letter of submission of Bid Business Details Declaration that the bidder has not been blacklisted ANNEXURE C : Documents for technical proposal Curriculum Vitae (CV) Template ANNEXURE D : Compliance Sheet for Pre-Qualification Proposal ANNEXURE E : Compliance Sheet for Technical Proposal ANNEXURE F : Flowcharts for the operation activities Minimum indicative activities at each level of helpdesk operations services Hierarchy of resources to be deployed for the operations ANNEXURE G : Format for pre-bid queries ANNEXURE H : Consortium Criteria Page 4

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

6 1. INVITATIOIN FOR BID 1.1. General Information Item Reference Tender Date 07/02/2014 Tender Reference Number Title Issuing Department HARTRON/ID/08/ RFP for appointment of service provider for helpdesk and transaction management services HARTRON Contact Person Details AGM (ID), HARTRON, Hartron Bhavan, Bays No: 73-76, Sector - 2, Panchkula Address of website where tender and all associated information would be published Brief Description of Tender HARTRON invites sealed bids from eligible bidders for appointment of service provider for helpdesk and transaction management services 1.2. Schedule of Bid process SNo. Event Date & Time Venue 1 Purchasing / Downloading the bid documents 07/02/2014 HARTRON, Hartron Bhavan, Bays No: 73-76, Sector - 2, Panchkula Pre-Bid Meeting 17/02/2014 at 12:00 PM HARTRON, Hartron Bhavan, Bays No: 73-76, Sector - 2, Panchkula Issue of pre-bid meeting clarifications and addendum 19/02/ Page 6

7 SNo. Event Date & Time Venue 4 Deadline for submission of bid documents 28/02/2014 by 3:00 PM HARTRON, Hartron Bhavan, Bays No: 73-76, Sector - 2, Panchkula Opening of Pre-Qualification Bid 6 Opening of Technical Bid 7 Opening of Commercial Bid 28/02/2014 at 3:30 PM To be intimated later To be intimated later HARTRON, Hartron Bhavan, Bays No: 73-76, Sector - 2, Panchkula HARTRON, Hartron Bhavan, Bays No: 73-76, Sector - 2, Panchkula HARTRON, Hartron Bhavan, Bays No: 73-76, Sector - 2, Panchkula Page 7

8 1.3. Bid related costs Sno. Item Amount Reference 1 Bid fee Rs. 1000/- Payable before pre-bid meeting if intending to attend the pre-bid meeting else payable at the time of bid document submission 2 EMD Rs. 5,00,000/- Payable at the time of bid document submission The bid fee & other fee should be in the form of a Demand Draft issued in favour of Haryana State Electronics Development Corporation Limited payable at Chandigarh. 1) The bidder who downloads the document from the website would be required to submit a demand draft of INR 1000/- (Rupee One Thousand Only) towards the bid fee at the time of pre-bid meeting if he wishes to attend the same else he would be required to submit the amount along with the submission of bid. 2) If any changes are made to this document, an addendum would be issued by the purchaser. The addendum would be available at the purchaser s website The addendum would be part of the bidding documents and will be binding on all purchasers of bidding documents. 3) The EMD of unsuccessful bidders will be returned on completion of the bid process. The EMD of the successful bidder will be returned when the bidder has signed the contract with the purchaser. The EMD of the bidders will be forfeited a. In case of any false, incorrect or misleading information provided in the bid. b. The bidder withdraws his bid in any manner other than what is specified in clause number 4. 4) A bidder wishing to withdraw its bid shall notify the purchaser in writing prior to the date and time set for the bid opening. The withdrawal request must be submitted in a sealed envelope clearly labelled BID WITHDRAWAL NOTICE and should be accompanied by a written power of attorney authorizing the signatory of the withdrawal notice to withdraw the bid. The withdrawal notice must refer the original RFP. Page 8

9 2. SCOPE OF WORK 2.1. Background Government of Haryana (GoH) has envisaged Electronic Delivery of Citizen Services through its CSCs under the e-district project in order to facilitate delivery of integrated services across government agencies. In line with GoI's vision of delivering services across the counter, the effective management of the project operations assumes utmost importance. The CSCs would be the front end delivery point of the citizen services and are being rolled out in a phased manner. In order to provide support for implementation of these services, a centralized help desk would be established to provide support to all the stakeholders. These stakeholders include service seekers, back office (government department) officials, CSC operators and field support staff deployed at each district. As part of preparations for delivering these services, a database is also being built which would contain the data of the residents from the entire State. The idea is to build a reliable State Resident Database (SRDB) that is kept up to date by interfacing this with numerous service delivery systems. The volume of data and its accuracy would need to be built up from multiple sources and this would be a time consuming activity. This requires due recognition of the problems in the database which requires constant update. To ease this process, clear business rules are being defined as part of the operations wherein any citizen request coming as part of a service delivery transaction would both enable service delivery as well as update the SRDB. Consequently, a citizen may submit data and/or documentary proof at the CSC in order to support a specific service request OR to rectify errors or validate/update information in the SRDB. It would be necessary to both verify these data/ documents from an adequacy point of view as well as to apply due diligence measures as may be reasonably possible to verify the accuracy of such data or documents. After verification of these data/ documents, the required change would be initiated in the database on the basis of clearly established business rules by the core software application(s). This task is intended to be carried out as an integral part of a service delivery transaction so as to ensure both speed and accuracy of service delivery. Such a method of back office processing is being more and more widespread across numerous e-service applications in the Government e.g. Page 9

10 tax processing. The current requirements are very much similar, including overlap between the help desk and transaction management services considering the nature of data processing that is taking place in the given scenario. The idea of these two services is to ensure the effectiveness of the entire service delivery mechanism by focusing on timeliness and quality, amongst other requirements, and ensuring citizen satisfaction in their dealings to obtain Government services. In view of achieving the objectives of the operations defined above, the following two kinds of services are being procured in an integrated manner under this RFP: A) CENTRAL DOCUMENT PROCESSING SERVICES FOR TRANSACTION MANAGEMENT 1) This would be part of an e-service where a citizen would submit relevant documentary proofs as may be required to obtain that specific service, or, in order to update or validate his information gathered in the database. The document would be scanned and sent as part of the service request to a central document processing Center (CDPC) which is proposed to be established under this RFP. The CDPC personnel would then validate it based on pre-defined rules that are determined by the CDPC in consultation with the end user Departments. 2) The update/validation request would be accepted or rejected after the respective document is verified as per the business rules and other guidelines by the CDPC person, namely the Transactional Data Administrator (TDA). 3) The request would be accepted or rejected or escalated as part of an electronic workflow based on the following criteria: (a) The attached document is a valid proof for the submitted request. (b) The attached document and/ or data is not tampered or modified or manipulated in any way. 4) Once the request is accepted by the CDPC Transactional Data Administrator (TDA), the required update/validation will take place in the central database. Page 10

11 5) If the Transactional Data Administrator (TDA) is unable to resolve a request, he would be required to escalate it to the supervisor within the CDPC for further examination. This could involve a more experienced person within the CDPC or a specialist from CDPC to determine if it would be a fit case for acceptance/rejection. It is expected that a majority of the cases would be resolved in the normal course of operation. 6) If the request could not be resolved at the supervisor or expert level using business rules that have already been defined for the CDPC, then the expert would examine if this would be a candidate for any rules to be defined or modification of any of the existing rules. Such additions and modifications would then be dealt with in an organized way in consultation with the concerned Department personnel. 7) However if this is not the case and if some intervention is required on a one-off basis OR if it is fit case for specific approval by a Departmental staff as per the rules, then the same would be escalated to the concerned back office (government office) for the final approval, if the case involves merit. 8) These electronic workflows to the CDPC would be enabled in the software application systems that are provided by the purchaser. B) CENTRAL HELPDESK SERVICES 1) Central help desk operations would be setup in order to service the various stakeholders of the project including the CSCs, field implementation staff, participating government departments and citizens. 2) The central helpdesk would receive the requests and grievances telephonically or through . The helpdesk would attempt to resolve the queries at the first level based on the nature of the query. For this purpose the Help Desk services should be fully conversant with common and frequently asked questions and problem status information and should train their call/ handling staff in responding to such queries. In the event the queries are not feasible to be resolved, a ticket would be logged and the query would be forwarded to the next level either with Page 11

12 the core team (in respect of technology / platform related queries) or to the back office Departmental staff, as the case may require. It is also possible that the Help Desk may need to forward some requests to the respective field support staff at the district from which the query is received for further action and resolution through a personal visit by the field staff. 3) The helpdesk would make every effort to resolve the issue at the time of the service call. This would be the initial method for resolving issues before assigning a ticket in a ticket management system. Helpdesk will log and assign tickets for all requests not resolved at the time of the call. 4) The core team (purchaser s team) would be based at the purchaser s head office and typically consist of the production operations and software development teams which would take up problem resolution in the event of escalations. It would be the responsibility of the Help Desk dispatcher to assign the task to the core team, including cases where the field support is unable to service it and follow up till satisfactory resolution and closure of the request by the concerned person from the technical or Departmental side Resource deployment process 1) One (1) full time operations manager with at least 8 to 10 years of overall experience of which at least 5 years are in operations management, selected in consultation with the purchaser, should be placed by the successful bidder at the head quarters of the purchaser for the entire duration of the contract. The manager shall be responsible for the coordination of all operational functions of Transaction Management and Help Desk Services and the administrative supervision of all resources deployed as part of this engagement while serving as the single point of contact (SPOC) to the purchaser. No separate cost shall be payable in respect of this resource and the same shall be included as part of the total bid price. 2) Initially, the Help Desk as well as the CDPC would be staffed in teams of five (5) to six (6) people each (4 to 5 team members + 1 to 2 supervisors as may be Page 12

13 determined by the purchaser). The team members shall have at least 2 to 3 years experience and the supervisors should have at least 4 to 5 years of experience in the related fields. All personnel should be conversant in Hindi and English and it is mandatory that they should be able to communicate effectively in both languages and be adept in handling aggrieved citizens/stakeholders. 3) The vendor would also need to provide initially two (2) people, in addition to the above, who have process management, business analysis and technology/tool related expertise and having at least 5 years of relevant experience to be part of the CDPC team and these, would also be overlapping with the Help Desk operations. These people would also be instrumental in training and orienting the operating personnel of their team. 4) The purchaser shall conduct an interview for the key resources to be deployed for providing the services mentioned in the RFP, in case it is desired to do so, prior to induction of the proposed candidate and the bidder shall select such resources in consultation & concurrence of the purchaser. The key resources would include the operations manager, the process and business analysts and the supervisors. ( Refer Annexure F sub section ) 5) The key resources should be on the rolls of the bidder or any of the consortium partners, on a full time basis at the time of submission of the bid. It is mandatory for the successful bidder to deploy the same key resources that are proposed in the technical bid as this is part of the evaluation criteria. 6) The exact number of resources to be deployed (by resource category) may vary slightly due to scaling and business load conditions, and shall be done with prior approval of the purchaser. The initial team shall be progressively built over a period of 2 to 4 months till it attains critical mass and scaled up based only on satisfactory assessment of performance. 7) Vendor needs to ensure that there is no significant impact on the operations in case any resource(s) are on planned / unplanned leave or long vacations. Page 13

14 8) In case of resignation of a resource, substitution / replacement should be carried out via a planned transition with at least two weeks of overlap with the existing individual being replaced. This has to be done with prior consent of the Purchaser. 9) Due to the nature of the project requirements, the requirement for these resources may scale up progressively and reach a steady state as the project progresses further. Keeping this in view, the purchaser would, quarterly, provide the vendor with a plan of the number of resources required for the next quarter based on actual load conditions with the intent of effective resource planning. The vendor should be able to regulate his team size according to the planned number of resources as per the purchaser s plan in no less than four (4) weeks of receiving the plan from the purchaser. Seasonal variations for approx twelve (12) weeks are expected during a year on account of events such as admissions for educational institutions, government recruitments, tax payments etc. During such time the team capacity may need to be enhanced for specified durations to meet increased workloads. This will be mutually planned and implemented. 10) Any stand-by resources shall be the responsibility of the vendor and should be planned at their own cost to meet their business contingencies. 11) The elementary services required for the operations (helpdesk executives and telephone lines for the helpdesk operations & process and business analysts for the CDPC operations) should be deployed within four (4) weeks of signing of the contract. The ramp up of the services (including the helpdesk software) should be done within four (4) eight (8) of signing of the contract as maybe decided with the mutual consent of the vendor and the purchaser. Page 14

15 2.3. Role of Vendor Role of vendor in central data processing operations: The vendor would be required to provide services by deploying competently skilled resources which would be based in the purchaser s head office at Chandigarh/ Panchkula in order to build the central document processing team which would analyze scanned documents based on defined rules and tools provided by the purchaser. The team would initially scale to a team of 5 team members (Transactional Data Administrators) and 1 to 2 supervisors. In addition to this, the vendor would need to provide initially two people, namely, Process & Business Analysts, who have process management, business analysis and technology/tool related expertise to be part of the CDPC team and these would also be overlapping with the Help Desk operations. The team would perform two kinds of functions: a) Production Operations: In the production operations function, the following process is followed: i. The process starts when a service request is received from one of the numerous channels including the CSC and appears as a work item for the CDPC as part of the electronic workflow. ii. iii. iv. The CDPC team members would be required to constantly monitor for any new work items and take up the same for processing as per the defined business rules and other criteria. The verification would also involve cross-referencing the data from other sources and also inspecting the electronic documents submitted as part of the service request for any tampering and/or alterations using software tool(s) and technology that is recommended by the vendor (to the extent that is feasible) and provided by the purchaser. As far as feasible, open source tools would be used for this purpose and the vendor team deployed shall constantly endeavor to evaluate and induct such tools for use by the CDPC. After the verification of the document would be completed by a team member, he will accept or reject the update/validate request using the tool provided by the purchaser. Page 15

16 v. In case the team member is unable to resolve the request, it would be escalated to the team supervisor. vi. vii. viii. ix. The requests which could not be resolved by the team supervisor would need to be escalated to the concerned back office for final decision. The purchaser shall impart training to the process & business analysts for the software provided by the purchaser. It shall be the responsibility of these process & business analysts to further train and educate their team on the same. Operational information shall be collected to determine the quantity and quality of the CDPC (both at team and individual levels) and the information that would be quite similar to the Help Desk measurements that are described in a later section of this document. Typically these would be to determine productivity, quality of service based on the determination of mean time taken for standard tasks. The data so analyzed shall be used to improve the overall functioning of the CDPC. As this is a critical transaction management function that is integral to delivery of Government services, purchaser shall have the option for unlimited oversight of the operations either directly or through an agent; including logging functions and establishing necessary governance functions. Any malpractice on the part of the vendor personnel including cases of collusion shall be dealt with seriously and the agreement will be liable for cancellation with other punitive action as permitted under law. b) Designing & building business rules: The rules for the verification of the documents may need to be updated from time to time. i. Whenever a new service is introduced, new rules and/or a change in existing business rules would be required since the documents related to that department would need to be updated in the set of valid documents for the update/change requests. For example, if the Licensing authority subscribes to the citizen database, a driving license could be added to the set of valid Page 16

17 documents required for an address update. The process and business analysts should be able to identify all such updates whenever a new department subscribes to the database and design the related processes that would be incorporated in the software. ii. iii. iv. Any changes in the government rules, policies or services could also lead to a change in the business rules of the CDPC. The process and business analysts should continuously keep track of any such changes and should be able to redesign the existing processes to accommodate such changes in the software. Once the changes to the existing processes are incorporated in the system, the process and business analysts should be able to verify and or demonstrate whether the changes/additions suggested by them have been incorporated in the software or not. CDPC Team should involve with the definition of such business rules and guidelines thereof. More than 100 citizen services from multiple departments would be provided in the electronic mode and given the dynamic nature of the requirements; the above would be an on-going activity. v. CDPC should also create an electronic repository that would serve as a knowledge base of frequently encountered problems and keep this updated at all times. vi. vii. To this extent, some of the matters dealt with as part of the CDPC would also overlap with the Help Desk. One of the key inputs from the CDPC would be to create and constantly update the Frequently Asked Questions (FAQ) that would be a ready reckoner to effectively resolve help desk requests. The CDPC should orient and train their staff in the guidelines and also dealing with addressing specific type of issues. All the changes, updates and creation of the business rules shall be verified by authorized personnel from the purchaser s office since the ultimate ownership of the rules will lie with the Purchaser. Page 17

18 Role of vendor in Helpdesk Service 1. The vendor, as part of provisioning support for the stakeholders at each location, will setup a centralized helpdesk. The vendor must setup the helpdesk in Chandigarh/Panchkula region in the premises designated by the purchaser and the software solution provided by the vendor must be hosted on the purchaser s server. 2. All relevant infrastructure (e.g. Desktops/laptops, phone lines etc.) and supporting system software required for the deployment and operation of the help desk is to be provided by the vendor. Any customization and integration that is required to be done in the helpdesk software within the time period of the contract would also be the responsibility of the vendor. It is estimated that the efforts required for the customization & integration would be approximately 12 man-months over a period of 3 years. 3. The customization/integration process would include a UAT wherever feasible or a demo for verification before it is moved to the production environment. 4. The vendor will provide a centralized help desk to receive, log, prioritise, assign, track, escalate, resolve, close and archive calls, answer calls, record the service request, track and monitor requests, and initiate the triaging and escalation of unsolved issues to the next level by using his own help desk software. The help desk will accept submissions for new service requests, software support, problem solving, status inquiries regarding prior service requests, and all other Information Technology service inquires/issues/request. 5. The vendor will provide skilled and experienced help desk executives along with a supervisor for the smooth functioning of the help desk services. 6. The vendor should ensure that the helpdesk is capable of handling 5 concurrent calls at a time at the time of commencement of operations. This number would vary proportionally with the number of helpdesk executives deployed in the helpdesk team. 7. The help desk services should be available in Hindi and English languages. Page 18

19 8. Help desk will be normally operational from Monday to Saturday, 9AM to 6PM; if necessary it should be also available on Holidays to meet with work throughput requirements and seasonal demands. The term Holiday would include all public/ government holidays as well as Sundays. 9. The daily working hours could be staggered for a part of the team to maintain extended support hours and holiday operation for the helpdesk while limiting the working hours for the individuals. 10. Software Application Requirements to Support Help Desk Services that is to be provided by the Vendor: a) User interface: - The proposed system should have easy to use, intuitive and uncomplicated user interfaces (preferably web based), so that both the Help Desk personnel as well as users across the State (where applicable) can track the status of their complaints and service requests. It should also have FAQs which provide solution to frequently encountered problems by the stakeholders. A user should be able to perform a keyword based search on these FAQs. It should have an updateable knowledge base which would help the application users to search for solutions of previously solved issues. Alignment with the CSC portal and/or content management systems (CMS) that have already been deployed would be the most desired approach. b) The system should have an interface for the help desk using which the help desk can inform the status of the service requests to the callers over phone. c) Maintain a history of issues raised by the callers in order to detect whether similar problem/s is being reported by the same person or callers from a same district over a period of time. d) Historical reports indicating number of calls, time to resolve, status etc for a specified period of time. e) Computer telephony interface (CTI): The proposed system should also include a CTI screen pop application containing services such as caller ID (CID) in order to identify the caller. Page 19

20 f) Integration flexibility: The proposed system should have the flexibility to be integrated with the purchaser s software in order to pull out vital information regarding the caller from the purchaser s software which would, in turn, help him serve better. g) Reporting requirement: Following table outlines the reports that need to be provided by the vendor on a monthly basis. Provision should also be made to generate dynamic reports in order to create a report using custom parameters. These reports and reporting modules should also be accessible to the purchaser. Measurement Reporting Requirement Call Management Incident Management Service Availability Details of call statistics: 1 Total number of calls received. 2 Total number of call logged. 3 Total number of missed calls. 4 Total number of resolved tickets or issues. 5 Total number of unresolved tickets or issues. 6 Total number of tickets or issues re-opened. 7 Repeat tickets for the same issue or by the same person. Response time details by priority group: 1 Total number of Incidents. 2 Percentage of incidents closed. 3 Number and category of incidents under each group.. Service availability: 1 Availability statistics for each of the and phone call and network services. In addition to the above mentioned reports, the vendor should also provide for system generated SLA related reports. Please refer to the Penalties section of the document for the SLAs. Help desk services support The help desk service will serve as a single point of contact for ICT related incidents, information and service requests as well as grievance redressal. Given the ethos required for electronic services, the Help Desk should provide a vibrant and responsive mechanism to iron out the problems encountered anywhere within the scope of electronic service delivery. In a way, the Help Desk service will act as a single convergent platform for all the stakeholders to get their problems resolved. Page 20

21 Incident Category There are four broad categories for which stakeholders could contact the help desk. Incident Category General enquiry Service specific query System support query Grievance query Description An enquiry pertaining to the services and service delivery. Query, issue or status of a specific service delivery request that has been escalated to the help desk due to a specific problem or a issue, typically by a service seeker who has requested for the service through the CSC. Problem that are of a technical nature, such as pertaining to the IT Infrastructure, application software, and data issues etc. reported by various types of users. Call pertaining to grievances/ complaints/ suggestions/ governance and others matters. Help Desk Support Levels Help desk is envisaged as a multi level support model as under:- Level Level 1 Level 2 Level 3 Description This level of support is where the customer phone calls or s are logged into the Help Desk. This support would be located at centre and would be provided by the vendor. This level of support is available at each district of the state and field level executives have already been deployed for the same. This support would be provided by the purchaser and will be located at the centre. This support would be governed by a core team consisting of various subject matter experts. Note: Please refer to Annexure D for a broad overview of the activities to be covered under each level defined above. Incident Severity The responsiveness of Help Desk Support would be driven by the severity of an incident. Incidents are assigned a severity level by the help desk support; however this may be changed after consultation with the L2 level support, if it is reasonable to do so in accordance with the severity levels as defined below. Page 21

22 Priority Severity Description 1 Urgent Service Delivery is completely unavailable due to system or other factors requiring immediate attention. 2 High Service is available but performance or some features of the service are severely degraded or defective, materially affecting normal use of the service. 3 Low Service is available and critical functions are usable, but there is a non-critical malfunction. Or a general technical question, request or query. Page 22

23 In order for the bidder to assess the scope of work & service delivery mechanism, the following is provided as an indicative minimum guideline for the Help Desk services: 1) Phone 2) a. A ticket will be created for each unresolved call received by the Help Desk. b. The Help Desk will set the priority level and nature of the call at the time when calls are logged. c. When a call is received by the Help Desk, it will be answered by a Level 1 help desk executive. The Level 1 help desk executive will try to resolve the issue and close the ticket. d. If L1 level help desk executive is not able to resolve the request or issue then he will assign the call to the concerned Level 2 field level executive. e. The Level 2 field level executive will analyse and resolve the request or issue and update the status in software and close the ticket. f. If the request or issue cannot be resolved by him, the L2 level field level executive will escalate the call to L3 level expert of core team. g. L3 level core team expert will resolve the request or issue and close the call. h. L1 level help desk executive will close the ticket and archive the call. A ticket will be created for each request received by the Help Desk. For requests to be processed, the following information MUST be included in the body of the (Requester s full name, location, call-back number and a detailed description of the issue). A Help Desk will add the information into a ticket and assign it the proper priority. The ticket will then be placed in the Help Desk ticket queue and then the procedure will be as is followed in case of a phone call. Escalation Escalation is the process by which incident details are made known to other personnel for the purpose of notification or to obtain additional resources to assist in Page 23

24 problem resolution. Escalation usually occurs when difficulties or delays are being experienced, or are considered likely, in resolving an issue. Level Contact Escalation Procedure 1 Supervisor Support will escalate the incident on request and change the priority of the incident providing visibility to the supervisor. The supervisor will contact the customer within 1 business day and resolve the issue. 2 Purchaser s Representative The purchaser s representative will be assigned as a key contact within the Escalation Team for the incident and will contact the customer within 1 business day to resolve the Incident. Status Reviews Initially, the status reviews would be done weekly which would transform into fortnightly reviews as the operations stabilize. Page 24

25 3. INSTRUCTION TO BIDDERS 3.1. Introduction I. HARTRON invites the eligible parties for appointment as service provider for helpdesk and transaction management services as specified in the Scope of Work Section of this RFP. II. III. Bidders are advised to study this RFP document carefully before submitting their proposals in response to this notice. Submission of a proposal in response to this notice shall be deemed to have been done after careful study and examination of this document with full understanding of its terms, conditions and implications. Failure to furnish all information required as mentioned in the RFP documents or submission of a proposal not substantially responsive to the RFP documents in every respect will be at the Bidder's risk and may result in rejection of the proposal. All proposals submitted in response to the RFP document must be accompanied by an EMD of Rs. 5,00,000/- (Rupees Five Lakhs Only) in the form of Demand Draft. Bids submitted without adequate EMD will be liable for rejection Compliant Proposals / Completeness of Response I. Bidders are advised to study all instructions, forms, terms, requirements and other information in the RFP documents carefully. Submission of the bid shall be deemed to have been done after careful study and examination of the RFP document with full understanding of its implications. II. Failure to comply with the requirements of this paragraph may render the Proposal non-compliant and the Proposal may be rejected. Bidders must: a. Include all documentation specified in this RFP; b. Follow the format of this RFP and respond to each element in the order as set out in this RFP c. Comply with all requirements as set out within this RFP Page 25

26 3.3. Language of the Bid The bid as well as all the supporting documents relating to the bid exchanged by the Bidder and the Purchaser shall be written in English language. Supporting documents and printing literature furnished by the Bidder maybe in another language provided they are accompanied by an accurate translation of the relevant passages in the English language 3.4. Bid Validity The offer submitted by the Bidders should be valid for minimum period of 180 days from the date of submission of Tender Pre-bid Meeting & Clarifications The pre bid meeting of all the intending bidders would be held at the scheduled date and time as indicated in the Schedule of Bid process subsection. Intending bidders may submit their queries or suggested suitable modifications in the format defined in Annexure G The bidder shall submit his queries via to the address as mentioned in the Schedule of Bid process subsection. Purchaser will communicate such changes that are accepted to all the intending bidders. These would be available at the purchaser s website ( All such changes will become a part of this document and binding on all the bidders Right to Terminate the Process I. Purchaser may terminate the RFP process at any time and without assigning any reason. Purchaser makes no commitments, express or implied, that this process will result in a business transaction with anyone. II. This RFP does not constitute an offer by Purchaser. The bidder's participation in this process may result in purchaser selecting the bidder to engage towards execution of the contract. Page 26

27 3.7. Submission of proposals I. The bidders should submit their responses as per the format given in this RFP in the following manner a) Pre-Qualification Proposal - (1 Original + 1 CD/DVD) in first envelope b) Technical Proposal - (1 Original + 1 CD/DVD) in second envelope c) Commercial Proposal - (1 Original) in third envelope II. III. IV. The response to Pre-Qualification Proposal, Technical Proposal and Commercial Proposal should be covered in separate sealed envelopes superscribing, Pre-Qualification Proposal, Technical Proposal and Commercial Proposal respectively. Each copy of each bid should also be marked as "Original" OR "Copy" as the case may be. Please Note that prices should not be indicated in the Technical Proposal but should only be indicated in the Commercial Proposal. The three envelopes containing copies of Pre-Qualification Proposal, Technical Proposal and Commercial Proposal should be put in another single larger sealed envelope clearly marked Response to RFP for appointment of service provider for helpdesk and transaction management services. The outer envelope thus prepared should also indicate clearly the name, address, telephone number, ID and fax number of the bidder to enable the Bid to be returned unopened in case it is declared "Late". V. All the pages of the proposal must be sequentially numbered and must contain the list of contents with page numbers. Any deficiency in the documentation may result in the rejection of the Bid. VI. VII. VIII. The original proposal/bid shall be prepared in indelible ink. It shall contain no interlineations or overwriting, except as necessary to correct errors made by the bidder itself. Any such corrections must be initialled by the person (or persons) who sign(s) the proposals. All pages of the bid including the duplicate copies, shall be initialled and stamped by the person or persons who is authorised to sign the bid. In case of any discrepancy observed by purchaser in the contents of the Page 27

28 submitted original paper bid documents with respective copies, the information furnished on original paper bid document will prevail over others. IX. Bidder must ensure that the information furnished by bidders in respective CDs/DVDs is identical to that submitted in the original paper bid document. In case of any discrepancy observed by purchaser in the contents of the CDs/DVDs and original paper bid documents, the information furnished on original paper bid document will prevail over the soft copy Late Bids I. Bids received after the due date and the specified time (including the extended period if any) for any reason whatsoever, shall not be entertained and shall be returned unopened. II. III. IV. The bids submitted by telex/telegram/fax/ etc. shall not be considered. No correspondence will be entertained on this matter. Purchaser shall not be responsible for any postal delay or non-receipt/ nondelivery of the documents. No further correspondence on the subject will be entertained. Purchaser reserves the right to modify and amend any of the above-stipulated condition/criterion depending upon project priorities vis-à-vis urgent commitments Disqualification The bidder would be disqualified at any time during the bid process at the sole discretion of the purchaser, for the following reasons: I. Submitted the bid after the response deadline; II. Made misleading or false representations or suppressed relevant information in the bid proposal (including documents, forms, statements, attachments, presentations, etc.) submitted as proof of the eligibility requirements as part of their proposal; Page 28

29 III. IV. Failure to meet any of the eligibility criteria as mentioned in the RFP. Submitted a proposal that is not accompanied by required fee / EMD as necessary. V. Failed to provide clarifications, non-responsive and/or substantive responses, when sought. VI. Blacklisted by the Government of India ( GoI ), State Government or any other Government owned agency including quasi-government sector organization or company, for corrupt, fraudulent practices or reasons related to nonperformance in an engagement on the date of opening of bid Evaluation Process I. Purchaser will constitute a Proposal Evaluation Committee to evaluate the responses of the bidders. II. III. IV. The Proposal Evaluation Committee constituted by the purchaser shall evaluate the responses to the RFP and all supporting documents/ documentary evidence. Inability to submit requisite supporting documents/ documentary evidence, may lead to rejection. The decision of the Proposal Evaluation Committee in the evaluation of responses to the RFP shall be final. No correspondence will be entertained outside the process of negotiation/ discussion with the Committee. The Proposal Evaluation Committee may ask for meetings with the Bidders to seek clarifications on their proposals. V. The Proposal Evaluation Committee reserves the right to reject any or all proposals on the basis of any deviations. VI. Each of the responses shall be evaluated as per the criterions and requirements specified in this RFP. Page 29

30 4. CRITERIA FOR EVALUATION I. The overall objective of this evaluation process is to select the capable and qualified firm in the business domain of helpdesk & transaction management services. II. III. IV. First the Pre-Qualification Proposal will be evaluated and only those bidders who qualify the requirements will be eligible for next set of evaluations. Technical Proposal and Commercial Proposal of Bidders who do not meet the Pre-Qualification criteria will be returned without opening. A consortium of companies duly backed up by an Agreement (to be submitted along with Pre-Qualification bid) is also eligible to participate subject to the following two conditions and satisfaction of the Tender Evaluation Committee during the evaluation of the tender. In the event of consortium being unacceptable to the purchaser, the Prime Bidder may be given an option of going on its own: The bidder (the prime bidder in case of consortium i.e. one of the member of the consortium that is nominated as the prime bidder by all the other members of the consortium) of this consortium shall be liable for adherence to all provisions of this Agreement. The consortium will draw upon human, technical and other resources of all the members during the engagement. The pre-qualification and technical bids shall include exact details in this regard, so that a consortium is not artificially created only to improve the score in technical bid. Additional terms and conditions applied in case of consortium are defined in Annexure H. V. The technical score of all the bidders would be calculated as per the criteria mentioned below. All the bidders who achieve at least 65 marks in the technical evaluation would be eligible for the next stage, i.e. Financial Bid opening. VI. Proposals of Companies would be evaluated as per Technical Evaluation Criteria. Agencies / firms should clearly indicate, giving explicit supporting documentary evidence, with respect to the above, in absence of which their proposals will be rejected summarily at the qualification stage itself. Page 30

31 4.1. Pre-Qualification Criteria SNo. Criteria Supporting Documents 1 Bidder should be registered under the Indian Companies Act 1956 are eligible or a partnership firm registered under the Partnership Act, 1932 or registered under LLP Act, Partnership and Proprietorship firm are not allowed in case of consortiums Certificate of Incorporation. 2 3 The bidder (prime) should have been in operation for at least 5 years as on 31 th December 2013 as evident by the certificate of Incorporation and Certificate of Commencement of Business issued by the Registrar of Companies, India or sales tax certificate or certificate issued by any other government authority The bidder (prime) and all consortium partners should not currently have been blacklisted by any Government Agency in India or under a declaration of ineligibility for fraudulent or corrupt practices or inefficient/ ineffective performance. Certificate of Incorporation or Commencement of Business issued by the Registrar of Companies, India or sales tax certificate or certificate issued by any other government authority Undertaking from the authorized signatory of the bidder (prime) and all consortium partners (as per format given in Annexure B ) 4 5 a) The bidder (prime) should be a profit making company at least in two out of the last three financial years ending 31st March b) The bidder (prime) should have a minimum turnover of 5 Crore (Five Crore) in at least one of the previous three years and average turnover of at least 3 Crore (Three Crore) for the last three financial years (i.e , , ). Bidder (any one member of the consortium or jointly) should have experience in providing Help Desk/service Certificate from the authorized signatory of the bidder. Audited Annual Financial Statements and Annual Report and Certified statement from the Current Statutory Auditors of the bidder. Undertaking from the current authorized signatory of the Page 31

32 SNo. Criteria desk services and data operations/transaction management services similar or nearly similar to the requirements mentioned in this RFP, during the past 5 years as on 31 st December 2013 and should meet at least one of the following: Supporting Documents bidder. Completion Certificate/ Client Certificate and citations. 1 One project in providing services defined above of minimum INR One (1) Crore value. 2 Two projects in providing services defined above of minimum INR Fifty (50) Lakhs value each. 6 The bidder(prime) and all consortium partners should have Service Tax Registration and PAN No. Certified copy of service tax registration and PAN number. Page 32

33 4.2. Technical Qualification Criteria I. Technical proposal of the bidders will be opened and evaluated who meets and qualify all the prequalification criteria. II. The evaluation committee will evaluate the Technical Proposals on the basis of the technical evaluation criterion as provided below. SNo. Criteria Marks 1 Past Experience 30 Past experience in helpdesk services similar to the requirements described in the Scope of Work section of this RFP. (maximum of 3 projects) Past experience in transaction management services similar to the requirements described in the Scope of Work section of this RFP. (maximum of 3 projects) Project understanding & tool strength 25 Helpdesk tool demonstration 15 Approach and Methodology for transaction management services 10 3 Quality of Resources proposed for Deployment 35 Resources for helpdesk services 15 Resources for transaction management services 20 4 Clarity of understanding, overall merit of proposal, unique value propositions based on presentation / demo 10 Total Points 100 Page 33

34 4.3. Technical Bid Evaluation I. The Technical Evaluation of the responses of the Bidders would be scrutinized based on Technical criteria set in this RFP. II. The Technical evaluation shall involve: (a) Paper-based evaluation of the Technical Bids (b) Technical Presentation by Bidders (c) Helpdesk tool demo. III. Based on the Evaluation Parameters as tabulated above, the bidder s technical proposal shall be evaluated. For the purpose of detailed technical evaluation, technical marks shall be awarded based on the detailed evaluation criteria. The technical marks shall then be converted into Technical Score (ST) in percentage. 1 Technical mark corresponds to 1 Technical Score in percentage. Technical Score (ST) in percentage shall be computed for each bid. It is mandatory for Bidders to secure minimum qualifying score of 65%, out of the maximum Technical Score in order to be shortlisted as a Technically Qualified Bidder (TQB) and for further evaluation in subsequent stages, namely, commercial bid evaluation Commercial Bid Evaluation I. The Financial Bids of technically qualified bidders (i.e. above 65 marks) will be opened on the prescribed date in the presence of bidder representatives. II. Prices should be quoted as per the format defined in sub section of Annexure A. The total price would be calculated based on the weightages defined in sub section of Annexure A. III. The bid price will include all taxes and levies excluding service tax and shall be in Indian Rupees. IV. Any conditional bid would be rejected. V. If there is no price quoted for certain material or service, the bid shall be declared as disqualified. Page 34

35 VI. The Total Bid Price, as computed by the Purchaser shall be used for the purpose of commercial evaluation of bids. VII. Based on the Evaluation Criteria mentioned in the following clause, a Commercial Bid score (SC) in percentage shall be assigned to each Bid. VIII. Commercial Bid Score (SC) in percentage for each Bid shall be computed as follows: SC = 100% x (CL/ P); Where: P is the Total Bid Price quoted in the Bid under consideration CL is the value of lowest Commercial Bid IX. QCBS Evaluation (a) The Evaluation Methodology proposed to be adopted by the Purchaser will be Quality cum Cost Based System (QCBS) method of evaluation where Technical Bid Score will get a weightage of 70% (denoted by T) and Commercial Bid Score a weightage of 30% (denoted by C). (b) Description of variables used: ST is the Technical Score for each Bid as calculated out of 100% SC is Total Commercial Score (normalized) for each Bid (c) Bids will be ranked according to their combined Technical Score ST and Commercial Score SC using the weights (T = the weight given to the Technical Bid; C = the weight given to the Commercial Bid; T + C = 100%). (d) Total Score (TS) for each Bid shall be computed as follows: TS = ST x T% + SC x C% The Bid, that obtains the highest Total Score (TS) value, will be rated as the Best Evaluated Bid. (e) In case two or more bids obtain equal total score, the bid with the higher technical score would be rated as the Best Evaluated Bid. Page 35

36 5. APPOINTMENT OF VENDOR 5.1. Award Criteria The Best Evaluated Bidder according to QCBS evaluation will be considered first for award of contract by the purchaser Right to Accept Any Proposal and To Reject Any or All Proposal(s) Purchaser reserves the right to accept or reject any proposal, and to annul the tendering process / Public procurement process and reject all proposals at any time prior to award of contract, without thereby incurring any liability to the affected bidder or bidders or any obligation to inform the affected bidder or bidders of the grounds for purchaser action Notification of Award I. Prior to the expiration of the validity period, purchaser will notify the successful bidder in writing or by fax or , that its proposal has been accepted. In case the tendering process/ public procurement process has not been completed within the stipulated period, purchaser may request the bidders to extend the validity period of the bid. II. The notification of award will constitute the formation of the contract. Upon the successful bidder's furnishing of Performance Bank Guarantee, purchaser will notify each unsuccessful bidder and return their EMD Contract Finalization and Award High power purchase committee of the state is the competent body to authorize the award and such award shall be subject to the norms applicable by the state Performance Guarantee I. The successful Bidder/Bidders shall at his own expense deposit with organization, within fifteen (15) days of the date of notice of award of the contract or prior to signing of the contract whichever is earlier, an unconditional and irrevocable Performance Bank Guarantee (PBG) from a Nationalized bank/scheduled Bank acceptable to Authorized Representative, Purchaser, payable on demand, for the due performance and fulfilment of the contract by the Bidder. Page 36

37 II. III. IV. The performance guarantee shall be denominated in Indian Rupees and shall be by bank guarantee. This Performance Bank Guarantee will be for an amount of 10% of contract value. All charges whatsoever such as premium, commission etc. with respect to the Performance Bank Guarantee shall be borne by the Vendor. The Performance Bank Guarantee shall be valid up to 3 months after expiry of the validity of the contract. V. In the event of the vendor being unable to service the contract for whatever reason, the Purchaser would revoke the PBG. Notwithstanding and without prejudice to any rights whatsoever of the organization under the Contract in the matter, the proceeds of the PBG shall be payable to the organization as compensation for any loss resulting from the vendor s failure to complete its obligation(s) under the Contract. The purchaser shall notify the vendor in writing of the exercise of its right to receive such compensation within 14 days, indicating the contractual obligation for which the vendor is in default Signing of Contract After the purchaser notifies the successful bidder that its proposal has been accepted, purchaser shall enter into a contract, incorporating all clauses, pre-bid clarifications and the proposal of the bidder between purchaser and the successful bidder Failure to Agree with the Terms and Conditions of the RFP I. Failure of the successful bidder to agree with Terms & Conditions of the RFP shall constitute sufficient grounds for the annulment of the award, in which event purchaser may award the contract to the next best value bidder or call for new proposals from the interested bidders. II. In such a case, the purchaser shall invoke the PBG of the most responsive bidder. Page 37

38 6. PAYMENT TERMS The tentative payment schedule is as mention below: 1. Quarterly invoices along with the monthly reports should be raised by the vendor based on the resources deployed for the services provided by the vendor during that quarter. 2. This would include the helpdesk tool costs (quoted as per the commercial bid) paid via equal instalments in each quarter spread over the time period of the contract (3 years) % of invoiced amount will be processed upon submission of invoice 4. 20% of the invoiced amount will be processed after scrutinizing the quality of services provided during the quarter based on the parameters defined in the Penalties section of the document. 5. Payment deduction will be as per the Penalties section of the document. 6. Payments shall be processed within 30 days of submission of invoices with all necessary supporting information as may be applicable 7. PENALTIES 1) There would be no SLA debits during the first three months of the contract. 2) The SLAs will be rationalized based on operational parameters that are measured, subject to a minimum threshold to the extent necessary based on the metrics collected during the first three months. The SLAs may be reviewed on an annual/biannual basis as the purchaser decides after taking the advice of the vendor. 3) Apart from the SLAs defined in RFP, the vendor should also meet a throughput criterion. (Number of calls serviced during the day for the helpdesk and number of documents processed per day for CDPC). This will be an evolving factor and would be defined by the purchaser based on the metrics collected during the first three months. 4) Whenever any resource deployed is sought to be substituted or replaced during the course of the assignment or where a resource deployed leaves the assignment Page 38

39 midway, an equally or better qualified and experienced substitute resource shall be provided. Following tables outline the key service level requirements for the respective operations which need to be ensured by the vendor during the period of the contract. a) Help desk services SNo. Type SLA Terms Measurement criteria 1 Process The response time for each incident based on its severity should be as follows: Severity Response Time Urgent One hour High Three hours Low One day 2 Service The helpdesk should be available on a 9x6 basis (Monday to Saturday, 9AM to 6 PM). Downtime of more than 5% for a month would be considered breach of this SLA System generated monthly reports System generated monthly reports Penalty 5% 5% b) Central document processing services SNo. Type SLA Terms Measurement criteria Penalty 5% 1 Process The request should not be pending with the CDPC team for more than one business day. Not more than 5% of request resolutions in a month should fail to meet this criterion. 2 Service All the documents must be validated and accepted as per the defined rules and criteria The CDPC should be available on a 9x6 basis( Monday to Saturday, 9AM to 6 PM). Availability of less than 95% for a month would be considered breach of this SLA. The date of request and date of resolution/escalation would be captured in the database. Monthly report of the resolved and unresolved requests should be submitted by the vendor. Monthly audits would be conducted by the purchaser. End user feedbacks and or complaints would also be taken into account. Monthly attendance reports of the resources deployed 5% 5% Page 39

40 8. GENERAL TERMS & CONDITIONS 1) Resources engaged for providing CDPC and help desk operations could be utilized by the purchaser on similar kind of jobs when and if they are available. 2) While every effort has been made to provide background information and requirements, Bidders must form their own conclusions about the solution needed to meet the requirements. Bidders and recipients of this RFP may wish to consult their own legal advisers in relation to this RFP. All information supplied by Bidders may be treated as contractually binding on the Bidders, on successful award of the assignment by the purchaser on the basis of this RFP. 3) No commitment of any kind, contractual or otherwise shall exist unless and until a formal written contract has been executed by or on behalf of the purchaser. Any notification of preferred bidder status by the purchaser shall not give rise to any enforceable rights by the Bidder. The purchaser may cancel this public procurement at any time prior to a formal written contract being executed by or on behalf of the purchaser. 4) This RFP supersedes and replaces any previous public documentation & communications and Bidders should place no reliance on such communications. 5) The bidder shall perform the services and carry out its obligations under the contract with due diligence and efficiency, in accordance with generally accepted techniques and practice used in the industry and with professional engineering and training/consulting standards recognized by national/international professional bodies and shall observe sound management, technical and engineering practices. It shall employ appropriate advanced technology and safe and effective equipment, machinery, material and methods. The bidder shall always act, in respect of any matter relating to this Contract, as faithful advisors to Purchaser and shall, at all times, support and safeguard Purchaser s legitimate interests in any dealings with Third parties. 6) Purchaser reserves the right to access the performance of the bidder prior to commencement or in between the work progress. The assessment may cover all areas related to the assigned work order, especially methodology, manpower, infrastructure etc. Purchaser reserves the right to cancel the work order assigned to the vendor at any time which includes the time after the completion of assigned work Page 40

41 without assigning any reason for the same. In case the work order is cancelled then the costs incurred will be borne by the vendor and under no circumstances the vendor shall be eligible for any payment or damages from the Purchaser. 7) The vendor shall not, without Purchaser s prior written consent, disclose the Contract, or any provision thereof, or any specification, plan, drawing, pattern, sample of information furnished by or on behalf of Purchaser in connection therewith, to any person other than a person employed by the vendor in the performance of the Contract. 8) The vendor or his employees will not disclose the content of any project related documents, to any person and allow its unauthorized use. The vendor should not also disclose the above to any of its existing or future clients. 9) The vendor shall take all necessary precautions to ensure that all confidential information obtained from the purchaser under or in connection with the contract:- (a) is given only to such of the staff and professional advisors engaged by the vendor in connection with the contract as is strictly necessary for the performance of the contract and only to the extent necessary for the performance of the contract; (b) is treated as confidential and not disclosed (without prior Approval by the purchaser) or used by any staff or such professional advisors otherwise than for the purposes of the Contract. 10) The ownership & copyright of data shall, at all time, vest with the purchaser. 11) Ownership of software licenses at the end of the agreement shall vest with the purchaser. 9. NOTIFICATION OF AWARD After selection of the successful bidder, after obtaining internal approvals and prior to expiration of the period of Bid validity, the Purchaser will send Notification of Award to the selected Bidder. Upon the successful Bidder furnishing the signed Contract Agreement and the Performance Security, purchaser will promptly notify each unsuccessful Bidder. Page 41

42 10. SIGNING OF CONTRACT Within 30 days of receipt of the initial Notification of Award the successful Bidder shall execute the Contract with Purchaser. Failure of the successful Bidder to comply with the above requirements shall constitute sufficient grounds for the annulment of the award. 11. TERM OF THE CONTRACT The term of this Contract shall be for a period of three years commencing from the date of Notification of Award. However, the contract maybe extendable, on mutually agreed terms and conditions, one year at a time for a period of two years. 12. INDEMNITY a. The vendor will indemnify Purchaser and its client organizations of all legal obligations of its professionals deployed for Purchaser s projects. b. Purchaser also stands absolved of any liability on account of death or injury sustained by the vendor staff during the performance of this contract and also for any damages or compensation due to any dispute between the vendor and its staff. c. Purchaser will not be responsible for any violation of Intellectual Property Rights (IPRs) by the vendor in the discharge of work assigned by Purchaser. 13. TERMINATION OF JOB Termination for Insolvency Purchaser may at any time terminate the work order / contract by giving written notice of four weeks to the agency, without any compensation to the agency, if the agency becomes bankrupt or otherwise insolvent. The PBG of the vendor shall be forfeited. Page 42

43 13.2. Termination for default 1 Default is said to have occurred If the vendor fails to deliver any or all of the deliverables within the time period(s) specified in the work order or any extension thereof granted by Purchaser. If the vendor fails to perform any other obligation(s) under the contract / work order. 2 If the vendor, in either of the above circumstances, does not take remedial steps within a period of 6 weeks after receipt of the default notice from Purchaser (or takes longer period in spite of what Purchaser may authorize in writing), Purchaser may terminate the contract / work order in whole or in part and the performance security submitted by the vendor may also be forfeited. 3 Purchaser may transfer, upon such terms and in such manner, as it deems appropriate, work order for similar service to other agency and the defaulting agency will be liable to compensate Purchaser for any extra expenditure involved towards support service to complete the scope of work totally. 4 In the event of any termination, the purchaser shall be entitled to procure the helpdesk software by compensating the outstanding amount with respect to the software cost (as quoted by the vendor in the commercial bid) to the vendor. 14. FORCE MAJEURE The vendor shall not be to liable for forfeiture of its performance security, liquidated damages, or termination for default if and to the extent that its delay in performance or other failure to perform its obligations under the Contract is the result of an event of Force Majeure. For purposes of this Clause, Force Majeure means an event beyond the control of the and not involving bidder s fault or negligence and not foreseeable. Such events may include, but are not restricted to, acts of the Purchaser in its sovereign capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions, and freight embargoes. If a Force Majeure situation arises, the bidder shall promptly notify the purchaser in writing of Page 43

44 such condition and the cause thereof. Unless otherwise directed by the purchaser in writing, the bidder shall continue to perform its obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event. If an event of Force Majeure continues for a period of one hundred and eighty (180) days or more, the parties may, by mutual agreement, terminate the Contract without either party incurring any further liabilities towards the other with respect to the Contract, other than to effect payment for goods/services already delivered or performed. 15. ARBITRATION All disputes of differences, including the claims for damages and compensation whatsoever, arising between the parties, out of or relating to the construction, meaning, operation or effect of this agreement or the breach thereof shall be settled amicably. However, if the parties are not able to resolve them amicably within a period of 15 (fifteen) days, the same shall be resolved by arbitration in accordance with the Arbitration and Conciliation Act, The dispute may be referred to arbitration which in this case shall be the authorized person from the purchaser. The Arbitration and Conciliation Act 1996 or any statutory modification thereof shall apply to the arbitration proceedings and the venue for the arbitration proceedings shall be jurisdiction of the head quarters of the purchaser and shall have carried out in English language. 16. APPLICABLE LAW a) The vendor shall be governed by the laws and procedures established by Government of India, within the framework of applicable legislation and enactment made from time to time concerning such commercial dealings/processing. b) All disputes in this connection shall be settled in jurisdiction of the head quarters of the purchaser. c) Purchaser reserves the right to cancel this bid or modify the requirement without assigning any reasons. The purchaser will not be under obligation to give clarifications for the same. Page 44

45 d) Purchaser reserves the right that the work can be allocated to any of the empanelled vendors. e) Purchaser also reserves the right to relax any of the terms & conditions of the bid. f) Purchaser, without assigning any further reason can reject any bid(s), found deficit in any manner g) Purchaser also reserves the right to award works/supply order on quality/technical basis, which depends on quality/capability of the system and infrastructure 17. JURISDICTION All disputes will be settled within the jurisdiction of the head quarters of the purchaser. Page 45

46 18. ANNEXURE ANNEXURE A : Documents for the Commercial Bid Commercial Bid Form Tender Reference Number: HARTRON/ID/08/ SNo. Item Cost for Year 1 Cost for Year 2 Cost for Year 3 1. Process & Business Analyst (A1) (A2) (A3) Helpdesk team 2. Supervisor (B1) (B2) (B3) 3. Helpdesk Executive (per seat) (C1) (C2) (C3) CDPC team 4. Supervisor (D1) (D2) (D3) 5. Transaction Data Administrator (E1) (E2) (E3) Helpdesk tool 6. Helpdesk Tool cost (CT) man-month customization & integration cost for the helpdesk tool (CC) Note: 1. Price inclusive of taxes and duties and all other costs excluding service tax. Place: Date: Bidder s signature and seal. Page 46

47 Weightage for calculating the commercial bid amount Sno Item Cost for Year 1 Cost for Year 2 Cost for Year 3 1. Process & Business Analyst X1 = 2*(A1) X2 = 2*(A2) X3 = 2*(A3) 2. Helpdesk Team Y1 = (B1) + 5*(C1) Y2 = (B2) + 7*(C2) Y3 = (B3) + 5*(C3) 3. CDPC Team Z1 = (D1) + 5*(E1) Z2 = (D2) + 7*(E2) Z3 = (D3) + 5*(E3) 4. Helpdesk Tool cost (CT) man-month customization & integration cost for the helpdesk tool (CC) 6. GRAND TOTAL (CT) + (CC) + (X1 + Y1 + Z1) + (X2 + Y2 + Z2) + (X3 + Y3 + Z3) Page 47

48 18.2. ANNEXURE B : Documents for pre-qualification proposal Letter of submission of Bid (To be submitted on the Letterhead of the responding agency i.e. bidder) To, Managing Director, Hartron Hartron Bhavan, Bays No: 73 76, Sector - 2, Panchkula Ref: Tender Reference Number: HARTRON/ID/08/ Sir, The bid document on the appointment of service provider for helpdesk and transaction management services as detailed in your bid document, terms & conditions and scope of work, etc., have been perused / examined thoroughly and the provisions and requirements and all other factors governing the bid have been understood. I/ we hereby submit our offer for the proposed services in accordance with the terms and conditions and confirm our acceptance to execute the order at the rates quoted by us in the accompanying commercial bid. We further confirm that: a) We have sufficient experience, qualified resources, and necessary materials and after sales support to execute the order efficiently in the specified time schedule. b) We further confirm that the points of the bid document have been read, understood and signed and there is no deviation / discrepancy. Signature of the bidder, stamp and date Page 48

49 Business Details (To be submitted on the Letterhead of the responding agency i.e. bidder) SNo. Name of the prime bidder or member company (in case of consortium) Status of the company (Public Ltd/Pvt. Ltd/ Proprietor/Partnership) Whether prime bidder or member? Contact details of the bidder (phone, , fax etc) Detail of incorporation of the Date ROC ref no Date of commencement of Date ROC ref no SNo. Name of the prime bidder or member company (in case of consortium) FY Turnover of the company FY FY Average of last three FYs SNo. Name of the prime bidder or member company (in case of consortium) Specific responsibilities of the each member (including prime bidder) in the scope of implementation of this project SNo. Year Name of the client with address and phone number Project Start date Project completion date Project cost Page 49

50 Declaration that the bidder has not been blacklisted (Place) (To be submitted on the Letterhead of the responding agency i.e. bidder) (Date) To, Managing Director, Hartron Hartron Bhavan, Bays No: 73 76, Sector - 2, Panchkula Ref: Tender reference no. HARTRON/ID/08/ Subject: Self Declaration of not been blacklisted in response to the RFP for appointment of service provider for helpdesk & transaction management services. Dear Sir, We confirm that our company/all members partner of the consortium, is not blacklisted in any manner whatsoever by any of the state and/or central government in India on any ground including but not limited to indulgence in corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive practice. Place: Date: Bidder s Company Seal: Authorized Signatory s Signature: Authorized Signatory s Name and Designation: Note: The Bidder shall necessarily provide a copy of Power of Attorney authorizing the signatory for signing the Bid on behalf of the Bidder. Page 50

51 18.3. ANNEXURE C : Documents for technical proposal Curriculum Vitae (CV) Template (Bidder needs to provide one CV for each key resource for each service in their technical bid proposal in the format described below) 1. Name of the Candidate: 2. Date of Birth: 3. Educational Qualifications S Education No. Qualification University and College/ Location Passing Year Marks Scored / GPA 4. Work Experience S Employer Designation Date No. From (Month / Year) Date To (Month / Year Duration in Months Brief Description of responsibilities in 50 words Any Special Achievements in maximum 50 words 5. Details of Projects S No. Name of the Client Name of the Project Employer Date From (Month / Year) Date To (Month / Year Duration in Months Brief Description of responsibilities in 50 words 6.Details of specific achievements like certifications, trainings etc. S No. Type of Achievement Date Details of Achievement Remarks if Any 7. Certification: I, the undersigned, certify that to the best of my knowledge and belief, this CV correctly describes me, my qualifications, and my experience. I understand that any willful misstatement described herein may lead to my disqualification or dismissal, if engaged. Date: [Signature of staff member or authorised representative of the staff] Page 51

52 18.4. ANNEXURE D : Compliance Sheet for Pre-Qualification Proposal SNo. Qualification Criteria Documents/Information to be provided in the submitted proposal 1. The responding firm / agency Compliance Reference & Page Number (a) Should have made a payment of Rs (Rupees One thousand only) for the RFP document (b) Should have submitted a EMD of Rs. 5,00,000 (Rupees Five Lakh only) a) DD/cash for Rs b) DD for Rs. 5,00,000 Yes/No Yes/No 2. Covering Letter of submission of bid. As per Annexure Yes / No 3. Bidder should be registered under the Indian Companies Act 1956 are eligible or a partnership firm registered under the Partnership Act, 1932 or registered under LLP Act, Partnership and Proprietorship firm are not allowed in case of consortiums Certificate Incorporation. of Yes/No 4. The bidder (prime) should have been in operation for at least 3 years as on 31st December 2013 as evident by the certificate of Incorporation and Certificate of Commencement of Business issued by the Registrar of Companies, India or sales tax certificate or certificate issued by any other government authority 5. The bidder (prime) and all consortium partners should not currently have been blacklisted by any Government Agency in India or under a declaration of ineligibility for fraudulent or corrupt practices or inefficient/ ineffective performance. Certificate of Incorporation or Commencement of Business issued by the Registrar of Companies, India or sales tax certificate or certificate issued by any other government authority Undertaking from the authorized signatory of the bidder (as per format given in Annexure B ) Yes/No Yes/No Page 52

53 SNo. Qualification Criteria Documents/Information to be provided in the submitted proposal Compliance Reference & Page Number 6. a) The bidder (prime) should be a profit making company at least in two out of the last three financial years ending 31st March b) The bidder (prime) should have a minimum turnover of 5 Crore (Five Crore) in at least one of the previous three years and average turnover of at least 3 Crore (Three Crore) for the last three financial years (i.e , , ). Certificate from the authorized signatory of the bidder. Audited Annual Financial Statements and Annual Report and Certified statement from the Current Statutory Auditors of the bidder. Business details as per format at annexure B Yes/No 7. Bidder (any one member of the consortium or jointly) should have experience in providing Help Desk/service desk services and Data operations/transaction management services in the past 5 years as on 31st December 2013 and should meet at least one of the following: Undertaking from the current authorized signatory of the bidder. Completion Certificate/ Client Certificate and citations Yes/No c) One project in providing services defined above of minimum INR Three (3) Crore value. d) Two projects in providing services defined above of minimum INR One (1) Crore value each. 8. The bidder(prime) and all consortium partners should have Service Tax Registration and PAN No. Certified copy of service tax registration and PAN number. Yes/No 9. Consortium Details Legally executed MoU for consortium Yes/No Page 53

54 18.5. ANNEXURE E : Compliance Sheet for Technical Proposal S. No. Specific Requirements Documents Required Compliance Reference & Page Number 1 Industry Specific Capabilities: Past experience of the bidder/consortium partners in executing Help Desk/service desk services and Data operations/transaction management services, number of those assignments. 2 Copy of presentation on understanding and approach & methodology for the project. Undertaking from the current authorized signatory of the bidder. Completion Certificate/ Client Certificate and citations Copy of presentation Yes/No Yes / No 3 Key Curriculum Vitae (CVs) As per Annexure C Yes / No Page 54

55 18.6. ANNEXURE F : Flowcharts for the operation activities Minimum indicative activities at each level of helpdesk operations services Hierarchy of resources to be deployed for the operations Page 55

56 18.7. ANNEXURE G : Format for pre-bid queries SNo Name of Bidder Section & sub section number Reference/Subject Clarifications Sought Page 56

57 18.8. ANNEXURE H : Consortium Criteria In case of consortium the prime bidder must be specified by the bidder. 1) In case of a consortium, the maximum number of bidders should not be more than two (2) bidders. 2) Only the prime bidder is allowed to bid. For a valid bid, the prime bidder should purchase the bid document and submit the EMD for RFP. The prime bidder cannot be a partner in more than one consortium. In case of consortium no company will be allowed to participate in more than one bid i.e. they should have exclusive partners. In case it is observed that any consortium have a common partner then such consortiums will stand disqualified and under no circumstances their bids will be entertained. An undertaking in this regard has to be enclosed 3) In case of a consortium, members of the consortia shall have a valid Memorandum of Understanding (MoU) / agreement (duly registered) among all the members signed by the Chief Executives / Authorized Signatories of the companies dated prior to the submission of the bid. The MoU / consortium agreement shall clearly state the composition of the consortium who shall be the prime bidder, the complete description of the partner and roles and responsibilities of the partners. The MoU / agreement shall be exclusively for this project. The prime bidder should submit this legally executed MoU as part of the bid documents. 4) Members of the Consortium shall be jointly and severally liable for the execution of the project in accordance with the terms of the bid document and a statement of this effect shall be included in the Memorandum of Understanding/ consortium Agreement and is being explicitly recognized as a mandatory requirement where consortium is applicable. 5) The consortium should also submit a Power of Attorney appointing the prime member of the consortium. 6) Partnership and Proprietorship firm are not allowed in case of consortiums. 7) The bidder (Each member of the Consortium) shall have company registration certificate, registration under labour laws & contract act, valid sales tax registration certificate, valid Service tax registration certificate and Permanent Account Number (PAN) issued by Income Tax department. (Copy of each registration should be provided). Page 57