- Request For Proposal - - Version (Dated 18th September, 2009) Setting Up & Operation of. Udyami Helpline. The Call Center Service of

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1 - Request For Proposal - - Version (Dated 18th September, 2009) Setting Up & Operation of Udyami Helpline The Call Center Service of Ministry of Micro, Small & Medium Enterprises (MSME) Government of India Reference: September, 2009 Consultants: Telecommunications Consultants India Limited TCIL Bhawan, Greater Kailash-I New Delhi

2 TABLE OF CONTENTS 1.0 DEFINITIONS PROJECT DESCRIPTION AND SCOPE OF WORK PROJECT DESCRIPTION CALL HANDLING PROCEDURE CALL CENTER SET-UP PROVIDING CALL CENTER INFRASTRUCTURE FOR UDYAMI HELPLINE FUNCTIONAL REQUIREMENTS CALL RECORD MANAGEMENT (CRM) APPLICATION SOFTWARE INSTRUCTION TO BIDDERS (ITB) PURCHASE OF RFP DOCUMENT ELIGIBLE BIDDERS COST OF BIDDING: CLARIFICATION ON BIDDING DOCUMENTS AMENDMENT OF BIDDING DOCUMENTS LANGUAGE OF BID DOCUMENTS COMPRISING THE BIDS SUBMISSION OF BID BID PRICE BID SECURITY PERIOD OF VALIDITY OF BIDS FORMAT AND SIGNING OF BID SEALING AND MARKING OF BID BID DUE DATE OPENING OF BIDS BY TCIL EXAMINATION AND EVALUATION OF BIDS AWARD OF CONTRACT TCIL S RIGHT TO VARY QUANTITIES TCIL S RIGHT TO REJECT ANY OR ALL BIDS NOTIFICATION OF SUCCESSFUL BIDDER AND ACCEPTANCE BY SUCCESSFUL BIDDER GENERAL CONDITIONS FOR BIDDING GOVERNING LANGUAGE APPLICABLE LAW CHANGE IN LAW USE OF BID DOCUMENTS AND INFORMATION WARRANTY FOR CRM APPLICATION SOFTWARE POST WARRANTY ANNUAL MAINTENANCE CONTRACT FOR CRM APPLICATION SOFTWARE PERFORMANCE SECURITY PAYMENT TERMS TIME SCHEDULE TAXES & DUTIES LIQUIDATED DAMAGES PENALTY 38 TCIL Page 2 of 50

3 4.13 REDUCTION OF CHARGES UPON INCREASE IN NUMBER OF SEATS IN UDYAMI HELPLINE CALL CENTRE ACCEPTANCE OF THE UDYAMI HELPLINE CALL CENTER SETUP CONTRACT PERIOD IMPLEMENTATION SERVICES BOOKS & RECORDS NOTICE FORCE MAJEURE INDEMNIFICATION DEFAULT AND TERMINATION TERMINATION FOR INSOLVENCY RESOLUTION OF DISPUTES FORMS AND SCHEDULES BID LETTER FORM BID SECURITY FORM BID PRICE SCHEDULE FORMAT FOR PERFORMANCE BANK GUARANTEE 50 TCIL Page 3 of 50

4 1.0 Definitions In this document, the following terms shall have respective meanings as indicated: 1. Udyami Helpline shall mean the proposed Call Center service of Ministry of MSME, Government of India. 2. MSME shall mean Ministry of Micro, Small and Medium Enterprises, Govt. of India. The term MSME includes successors and assigns of MSME. 3. TCIL shall mean Telecommunications Consultants India Limited, New Delhi. The term TCIL includes successors and assigns of TCIL. 4. RFP shall mean Request for Proposal, Tender Document or Bidding Document including the written clarifications issued by TCIL/MSME in respect of the RFP. 5. Authorized Representative/Agency shall mean any person/agency authorized by TCIL/MSME. 6. Contract shall mean the Purchase Order placed by TCIL on successful Bidder and all attached exhibits and documents referred to therein and all terms and conditions thereof together with any subsequent modifications thereto. 7. CCA shall mean Call Centre Agent in the Udyami Helpline Call Center. 8. Shift shall mean an eight-hour shift by one CCA. 9. Stakeholder Institution shall mean an institution involved in providing various facilitation services for the MSMEs. 10. Shift Factor shall mean the percentage of additional CCAs required for provisioning of weekly off days and leaves of the CCAs as the Udyami Helpline Call Center will operate on 16x7 basis 365 days of the year. 11. Specifications shall mean and include schedules, details, description, statement of technical data, performance characteristics, standards (Indian as well as International) as applicable and specified in the Bidding Documents 12. Bidder means the firm/consortium offering the solution(s), services and / or materials required in the RFP. The word Bidder when used in the pre award period shall be synonymous with Bidder, and when used after intimation of Successful Bidder shall mean the Successful Bidder, also called Supplier, on whom TCIL places Purchase Order for Delivery of services. 13. Party shall mean TCIL/MSME or Bidder individually and Parties shall mean TCIL/MSME and Bidder collectively. TCIL Page 4 of 50

5 14. Services means requirements defined in this Request for Proposal including all additional services associated thereto to be delivered by the Supplier. 15. Installation means the supplier s written notification that the system required for delivery of the desired Services have been installed by the Supplier in accordance with requirements and the project plan, and is ready for the acceptance testing. 16. Final Acceptance means the MSME/TCIL s written certification that the Services being delivered during the Probation has been verified as satisfactory in accordance with the defined Specifications. 17. "Acceptance Test Documents" means a mutually agreed document, which defines procedures for carrying out complete test on the site against specifications. It should define tests to be carried out, test equipment and expected test results. 18. Intellectual Property Right, also called IPR, means any and all copyrights, moral rights, trademarks, patent, and other intellectual proprieties. 19. Law" or "Legislation" - shall mean any Act, notification, bye law, rules and regulations, directive, ordinance, order or instruction having the force of law enacted or issued by the Government of India or State Government or regulatory authority or political subdivision of government agency. 20. "Third Party Agency" shall mean any agency appointed by TCIL/ MSME for monitoring the Systems during commissioning and operation. 21. Registration under OSP category shall mean registration of the organisation with Department of Telecom, Government of India, under category of Other Suppliers for domestic call center services. TCIL Page 5 of 50

6 2.0 Project Description and Scope of Work 2.1 Project Description TCIL has been appointed by Ministry of MSME, Government of India, (also called MSME ) as their Turnkey Consultant to launch and operate the Udyami Helpline call center service which will provide information relevant to Micro, Small & Medium Enterprises to the entrepreneurs in India. TCIL invites bids from eligible Call Centre operators to offer their services for operation of the Udyami Helpline Call Center in Delhi/ National Capital Region (NCR). It is not intended to set up the infrastructure for these call centers but to hire the infrastructure including Call Center Agents on lease basis from the existing call centers. It is proposed to have a centralized national Call Centre for Udyami Helpline which will serve each state/ union territory (UT) of India in two languages, i.e., English and Hindi initially and other regional languages subsequently. In the beginning, the Udyami Helpline shall have 10 seats (5 handling calls in English language and 5 in Hindi language), and shall operate in two eight hour shifts, i.e., from 06:00 AM to 14:00 PM and 14:00 PM to 22:00 PM all 365 days a year. Depending on the success of the Udyami Helpline service, starting 10 more seats shall be added and services in some of the regional languages shall be started in the Financial Year additional seats are also planned in the Financial Year with the introduction of the Udyami Helpline service in some more regional languages. MSME/TCIL would have the right to vary quantities i.e., no. of seats/ shifts in the Call Center, at the time of award of the contract and/or subsequently at any time during the contract period. TCIL Page 6 of 50

7 The Udyami Helpline will be accessible by the Entrepreneurs on a toll free Telephone Number. In the beginning, the caller can choose one of the languages English or Hindi through an IVRS prompt, Udyami Helpline will have facilities to answer the queries of entrepreneurs in English and Hindi. Subsequently other regional languages may be introduced. During normal office timings, call center agents (CCAs) will act as a first level of support and it is envisaged that majority of queries will be replied by these first level operators or CCAs. In case, these CCAs are unable to answer the queries, the caller will be advised to contact the relevant institution by providing the required contact details. In case, the caller has a complaint or grievance, the same will be escalated to the relevant institution for redressal through a medium agreed with the institution, which in most cases will be or a Conference Call to the relevant official of that institution. After receipt of the response from the concerned institution, the same will be communicated by the CCAs to the caller. The office hours for the Udyami Helpline would be 6:00 AM to 10:00 PM, in two shifts, and would operate on all days including Sundays and Holidays. During 10:00 PM to 6:00 AM in the night, appropriate IVRS prompt in both English and Hindi languages would be played informing the caller about the working hours of the Call Center. The English script for this message would be provided by MSME/ TCIL. Various MIS data/ reports generated from the call data recorded by the Udyami Helpline is required to be provided to TCIL/ MSME on pre-defined regular intervals so as to optimize the operation of the Call Center. 2.2 Call Handling Procedure a) The Udyami Helpline would receive the queries of entrepreneurs through a national toll free number. MSME would subscribe and bear the charges of the Toll Free Number and the other incoming and outgoing telephone connections in the Call Center for receiving calls and making outbound calls. b) The Call Center shall have the facility of handling telephone lines from more than one telecom operator in future. It should also have the capability of Call Holding TCIL Page 7 of 50

8 and Skill-based Call Routing facilities. Ministry of MSME shall also bear the Internet charges incurred by the Call Center. c) Initially, Udyami Helpline would provide answers in English and Hindi languages. The caller can choose from the language options English or Hindi through an IVRS prompt and would be accordingly connected to an English or Hindi speaking Agent. Subsequently, other regional languages may be added. d) The CCAs shall be considered as Level 1 support of Udyami Helpline. The CCA would be a graduate in any discipline with excellent communication skills in English/ Hindi so that the Agent is able to communicate and understand the queries easily. Subsequently, CCAs with excellent communication skills in a regional language as well as English may also be required for providing service in the regional language. In addition, the agent would also have good knowledge of computers so that he/she is able to record the queries and other necessary details with clarity. The supplier would train the Agent in softskills required for the job. e) The Udyami Helpline CCA would be required to have basic understanding about the MSME schemes of the Government and other implementing institutions. The Agent should be capable of answering basic queries regarding various MSME schemes of the Government and other relevant institutions and the banks. Ministry of MSME would organize necessary subject area orientation/training programmes covering various MSME schemes of the Government and other relevant institutions/ banks etc. The Call Center should have proper training room facility where the trainings can be conducted. f) The Call Center company would engage at least two supervisors who would be fully conversant with all aspects of the Udyami Helpline processes and subject matter. These supervisors must attend all subject matter training arranged by Ministry of MSME. They should also be able to impart the basic subject matter training to new CCAs who would have not yet attended subject matter training by the ministry of MSME. TCIL Page 8 of 50

9 g) In cases when the CCA is required to refer a caller to a bank for credit facility, the lead bank of the district where the caller belongs to shall be referred. The district wise lead bank list maintained by Reserve Bank of India shall be referred for this purpose. h) The Call Center Agents would record the name, address, contact details, queries, scheme type, reply to the query by the Agent, escalation details etc. in a suitable format which is approved by MSME. The information would be stored in the database and would be used for the purpose of preparing MIS reports. The information would be required for analysis by TCIL/MSME at regular intervals. i) Ministry of MSME would provide the list of contact details in various stakeholder institutions, e.g., Banks, Financial Institutions, NSCI, KVIC etc. to provide expert support to the Agents and for redressal of grievances of the callers. The Udyami Helpline would store this information in the form a Database for fast retrieval. The Call Center Agents would communicate with the relevant Organizations/ Institutions/ Banks to escalate queries/ grievances of the callers using the agreed interface with each such entity. j) When the CCA is able to provide satisfactory answer to a query, he/she would record details of the call, the answer given and close the call. k) In case, the CCA (Level 1 support) is not able to answer the query, then he/she would EITHER refer the caller to the appropriate institution with their contact particulars, OR escalate the call to the appropriate institution for resolution of the query/ grievance of the caller using the method of escalation applicable to that institution. All complaints/grievances pertaining to a stakeholder institution shall be escalated to that institution for redressal. The method of escalation in most cases is sending an giving relevant details of the query/grievance and receiving reply by a return or by establishing a conference call with relevant official of that institution. The would be made conspicuous by the contents of its subject. The subject would also constitute the unique query no. prominently. The list of stakeholder institutions who will assume the role of level-ii support for the Udyami Helpline and their preferred mode of call escalation shall be provided TCIL Page 9 of 50

10 to the Call Center by MSME. The agent would also record the information given by level-ii support in the Database at the Call Center. l) Since reply to an escalated call from level-ii by is expected to take 1 to 4 days, such call records would be left open. Once the reply is received, the CCA would open the relevant call record (using the unique query no.), update it with the reply received from level-ii, send an to the caller intimating the reply and close the call. In case the caller does not have an Id, the Call Center will make an outbound call to the caller to intimate him/her about the reply and close the call. In case the caller cannot be contacted on phone, the call would still remain open. The caller can at anytime call the Udyami Helpline and enquire about reply to his/her previous query by mentioning the query no., the Call Center would close the call after that. m) The Call Center would print a daily report of the escalated queries which are pending for reply from level-2 for more than 4 days. Reminder s will be sent to the level-ii expert with a copy to its headquarters for each such pending case. n) The Udyami Helpline CCA would be required to make use of Internet extensively for various information required for answering a query. The frequently accessed website links shall be stored as Favorites in the web browser of each desktop in the Udyami Helpline. Some examples of such Internet access requirements are as follows: refer details of an SME scheme of a bank from the bank s website find address, telephone/fax numbers, address etc. of the SME Cell of a bank s headquarter/ circle office/ regional office/ zonal office etc. from their websites find interest rates for SME credits on a bank s website refer details of schemes offered by institutions like NSIC, KVIC, Coir Board etc. from their websites find contact details/addresses of the regional/zonal/district offices of institutions like NSIC, KVIC, Coir Board etc. from their websites find addresses/ contact details of the DICs in the districts TCIL Page 10 of 50

11 find training programmes being conducted by the DICs search various other information pertaining to various SME segments, technologies, raw material, training etc. o) Ministry of MSME shall make available to the Udyami Helpline any relevant industry related database available with them. p) The CCAs would man the Udyami Helpline seats during its working hours i.e. 6:00 AM to 10:00 PM, in two 8-hour shifts, 365 days a year, including Sundays and Gazetted Holidays. Udyami Helpline would work on 24x7 basis. During the non-working hours of CCAs, a recorded message shall be played intimating the caller about the working hours of the Udyami Helpline. q) Calls will be answered within 3 rings with hold time not more than 5 seconds. r) The Call Center would provide various MIS Reports for analysis by TCIL/MSME. s) The Call Detail Database containing the information about the personal details of the callers, queries raised, answers given, etc. shall be maintained on a web server. The database can be accessed from anywhere on the web by authorized users. t) Various MIS Reports can also be generated from the Call Detail Database by authorized users from anywhere on the web. 2.3 Call Center Set-up The broad technical infrastructure of the Udyami Helpline Call Center shall be as follows: TCIL Page 11 of 50

12 P R O P O S E D E T W O R K D I A G R A M P U B L I C S W I T C H E D T E L E P H O E E T W O R K I T E R E T E 1 /P R I L IN K S F O R O U T B O U N D C A L L S E 1 /P R I L IN K S F O R IN B O U N D C A L L S IN TERN ET LIN K E P A B X A C D R O U T E R C T I SER VER IV R SERV ER D O M A IN C O N T R O L L E R F IR E W A L A N T IV IR U S S E R V E R P R O X Y W I T H F IR E W A L C R M SERV ER L A N S W I T C H C A L L C E N T E R A G E N T S L A N N E T W O R K C A L L C E N T E R A G E N T S V O IC E L IN E S 2.4 Providing Call Center Infrastructure for Udyami Helpline TCIL/MSME intends to hire existing Call Center operators who can facilitate the following: a) Provide requisite infrastructure to handle the calls as per the procedure given in section 2.2 and schematic diagram shown in 2.3. Some of the facilities/ equipment which must be provided in the Udyami Helpline Call Centre are as follows: 1. Desktop PCs for each seat 2. At least one Server 3. Local Area Network 4. Appropriate no. of incoming and outgoing telephone lines 5. Internet facility on all PCs 6. Required no. of telephone instruments 7. Hot Button Programming on all Telephone sets 8. Conferencing Facility on Telephone sets TCIL Page 12 of 50

13 9. Head phones for each agent 10. IVRS 11. EPABX/ACD 12. CTI Server 13. Centralised Air-conditioning 14. at least two no.s of UPS (Uninterrupted Power Supply) running in hot stand by mode each with enough capacity to handle entire load of the Call Center percent Power Backup The infrastructure requirements for the Udyami Helpline are as follows: 1. The Call Center shall receive incoming calls from the public telephone operator through state of the art Switch/EPABX. 2. The Call Center shall have IVRS support. 3. The Call Center network must have multi level security mechanism to protect it from attackers, worms, viruses, spamming etc. 4. The Call Center network shall have Firewall installed to protect unwanted intrusion into the network. 5. The Call Center network shall have Antivirus solution from reputed vendors like Trend micro, Norton, Mcafee etc. 6. There must be adequate provision in the Call Center for maintaining the required data redundancy and backup of the call record database application. There should be no loss of data or discontinuity of service due to hardware/server failure. 7. The Call Center shall have at least two numbers of UPS running in hot standby mode each with enough capacity to handle entire load of the Call Center. 8. The Call Center shall have provision for full generator backup to run the Call Center in case of failure of power supply. 9. The Call Center shall have sufficient numbers of the incoming lines with a facility to terminate additional lines in future. 10. The Call Center shall have spare capacity to house sufficient no. of additional seats for MSME. TCIL Page 13 of 50

14 11. The Call Center shall have capability to logically partition the switching system to avoid interference with other set of users. 12. Call Center Agents will be able to take calls, answer in the chosen language and complete the transactions using a Call Record Management (CRM) application software. All interactions will be logged and maintained in the Call Center for later analysis. 13. Agents will be able to make outbound calls as per the process logic provided by MSME 14. The workstation for each agent would meet minimum requirement of 36 xh table size with partition. The agent seats would be placed at sufficient distance so that conversations are not overheard. 15. Each workstation shall be latest state-of-the-art PC with Colour TFT Monitor, Mouse, Key board etc. 16. The Call Center desks should be connected to a minimum 100 MBPS LAN (Local Area Network) connection. 17. Each Call Center Agent shall have high-speed Internet connectivity on his/her desktop. The desktop configuration or LAN should not be a bottleneck for the sped of Internet access. 18. Each workstation would have good quality headsets and telephone instruments from reputed brand with advanced features like background noise cancellation. 19. The Call Center should have inhouse class room/ conference room facility where training of the Call Center Agents shall be conducted by Ministry of MSME It should have Voice Logging facility for recording and playing back agents conversations so that it can be used to monitor agent performance on random basis and to provide proof of transaction records. 21. It shall have an uptime of 99% during the normal working times. Miinstry of MSME/ TCIL shall have the right to physically verify the infrastructure of the Call Center operato, both during the pre-bid stage and during the post-award operation stage. TCIL Page 14 of 50

15 b) Provide requisite number of CCAs for the Udyami Helpline Call Centre located in Delhi/ NCR Region. The CCAs shall be smart young Graduates in any discipline. The CCAs shall have excellent knowledge of both English and Hindi languages, and excellent communication skills so that the Agent is able to communicate and understand the queries of Entrepreneurs easily and is able to record the queries and other necessary details in English. In future, with the introduction of regional languages in Udyami Helpline, CCAs with excellent knowledge of the regional language as well as English shall be required. The CCA should have the ability to understand new ideas and concepts. MSME/TCIL shall have the right to evaluate the CCAs appointed by the Supplier at any stage and can reject them in case they are not found suitable. Under such circumstances, the Supplier shall replace the CCAs within one week. TCIL will have right to increase or decrease the number of Call Center seats depending on the response received over a period. c) Provide facilities for establishing communication with various Central/ State Government Agencies, Banks etc. and maintain a record of these calls, queries, and answers given. d) Shift timings will be as follows: Morning Shift: 6.00 AM to 2.00 PM Evening Shift 2.00 PM to PM e) Provide facilities to put the call centre on IVRS during non-working hours. f) Provide Call Record Management software to record the call details and should be able to issue a unique query number for each call for future reference. This database shall be accessible to users, based on role and will help in performing day-to-day operations of the call center. It will also be used for generating MIS reports. g) Provide MIS Reports like pending calls, trends, call utilization, classification wise problems etc. MIS reports will be finalized in consultation with MSME/ TCIL. TCIL Page 15 of 50

16 h) Ministry of MSME shall subscribe to national Toll Free Number, incoming and outgoing telephone connections and Internet/ services required for the Udyami Helpline. Ministry of MSME shall also pay for the toll free number charges, telephone charges, Internet and charges. i) Initially, all incoming telephone lines of the Udyami Helpline shall be from a single operator, i.e., either BSNL or MTNL. However, in future, the Call Center may have incoming telephone lines from multiple operators. Hence, it is essential that the incoming telephone lines will be routed through an EPABX system in order to allow handling telephone lines from more than one telecom operator. The system will also have the capability of Call Holding and Skill-based Call Routing facilities at the option of MSME/TCIL. TCIL Page 16 of 50

17 2.5 Functional Requirements A list of Functional Requirements required for the Udyami Helpline is given below. The Supplier must submit its compliance to these requirements in the bid offer. These requirements shall be seen in respect of the Project Description and Scope of work defined in section The Udyami Helpline will be located in Delhi or the National Capital Region. 2. Initially there will be 5 seats for English language and 5 seats for Hindi language in the Udyami Helpline. 3. In future, more seats as well as service in one or more regional languages of India are likely to be added. 4. There would be a distinctly separate unit/ enclosure for the Udyami Helpline when it is located in the general call centre of the Supplier. 5. The Call Center Agents with minimum graduation qualification in any discipline and excellent communication skills in English and Hindi languages shall attend the calls. In future, CCAs with excellent knowledge of regional language(s) and English shall also be required. The CCA should have the ability to understand new ideas and should be able to respond to customer queries properly. CCAs shall maintain general information in the database in the form of FAQs. 6. Supplier shall recruit sufficient no. of CCAs in the Udyami Helpline Call Centre keeping provision of weekly off days and leaves of the CCAs. 7. The incoming telephone lines in the Udyami Helpline will be routed through EPABX system in order to allow handling telephone lines from more than one telecom operator. The system will also have the capability of Call Holding and Skill-based Call Routing facilities at the option of MSME/TCIL. 8. Supplier would be responsible for settling day-to-day issues related to breakdowns, disconnections etc. with the telephone companies. MSME would subscribe the telephone/internet connections and make payment to the telecom service provider for regular telephone/ Internet bills. 9. Supplier shall have the mechanism in place to ensure that no unauthorized calls are made from the outgoing lines of the Udyami Helpline and the telephone charges of Udyami Helpline would be reasonably commensurate with the no. of calls recorded in the MIS. Call charges for any unauthorized calls which cannot TCIL Page 17 of 50

18 be justified satisfactorily by the supplier would be recovered by TCIL/ MSME from the supplier. 10. The Call Center shall have the capacity to accommodate 30 seats with an expansion capacity of 100% in the existing Call Center location. 11. MSME/TCIL shall have the right to vary quantities, i.e., the number of shifts in the Udyami Helpline at the time of award of the contract and/or subsequently at any time during the contract period. 12. The Call Center shall have capability to logically partition the switching system to avoid interference with other set of users. 13. It shall have IVRS facility with support for more than one languages. 14. It shall be possible to customize the IVRS prompt as per the requirement of MSME/ TCIL. 15. It shall have Automatic Call Distribution feature based on Skill, Idleness, and utilization of each operator. 16. In case the operator is unable to answer the queries, the caller will be referred to the appropriate institution for detailed information. If the call is related to a complaint/grievance, it will be escalated to the relevant institution by or by telephone. The queries and replies given by the L2 institution will also be logged into the database. 17. It shall have permanent Internet connectivity to send the MIS reports to TCIL electronically. 18. It shall be responsibility of the successful bidder to co-ordinate with the Telecom Service Provider (s) of the toll free numbers to ensure toll free call routing in their switches/ exchanges. 19. It shall have an uptime of 99% during the normal working times. 20. Calls are to be answered within 3 rings with hold time not more than 5 seconds. 21. It shall have feature to generate customized MIS reports as per the requirement of TCIL/MSME. 22. MIS Reports: The daily, weekly, monthly MIS reports shall include the following but not limited to: report on calls handled, call pending, average duration of calls, min. & max duration of calls, number of instances the operator found busy, calls abandoned due to breakdown, call made / referred to stakeholder institutions. 23. It shall have the facility to host the web portal containing the MIS and call data TCIL Page 18 of 50

19 captured by Udyami Helpline. 24. Supplier shall send certified copies of the duty roaster, attendance record and downtime logbook for each month for the Udyami Helpline to TCIL/MSME at the end of the month. 25. Senior level officials of the Call Center operator shall be required to attend status review meetings to be held in Ministry of MSME/ TCIL at regular intervals. The frequency of such meetings shall be decided later. 2.6 Call Record Management (CRM) Application Software The supplier shall develop and maintain the CRM Application Software for Udyami Helpline. Brief description of the CRM Application is given below. The CRM application would have two modules 1) Agent Module 2) MIS Reporting Module CRM Agent Module The CRM-Agent Module would maintain complete call history record of all calls received in the Udyami Helpline since the first day of its coming into being. The application would allow agents to capture and display caller information, problem descriptions, problem categorization, severity classification, prioritisation, and complete status tracking with open and closed dates and times. Main features of the CRM-Agent Module application shall be as follows : a) It would support multiple host connectivity- local as well as remote. b) It will have a single interface for consistent customer interactions through multiple touch points. It shall have a consolidated view of the caller to ensure that each agent has complete knowledge of every interaction regardless of the channel of communication. c) Each call record would be uniquely identifiable by an automatically generated query number. The unique query number will be intimated to the caller so that TCIL Page 19 of 50

20 the same number is quoted by the caller during his/her subsequent call to know the status of any pending query/grievance. d) The caller details, e.g., name, address, contact details (telephone no., fax no., mobile no., -id), age, sex etc, will be recorded. e) Brief description of query/complaint of the caller would be recorded. f) Category of each query will be recorded (e.g., query is related to MSME schemes/ technology/ training/ credit facilities/ facilitation services like material purchase/ marketing / complaint etc.) g) Brief description of answer/solution given by Agent would be recorded. h) Call Center shall have the provision for call escalation to level-ii by / telephone etc.. The CRM-Agent Module would have the provision to generate and send escalation s automatically by the system with a confirmation from the Agent. There will also be provision for initiating automatic generation and sending of reminder for an escalated call for which reply is still awaited. i) Status of call would recorded, e.g., query/complaint forwarded to relevant level-ii agency, response to query/complaint received from relevant level-ii agency, reply given to caller & call closed etc. with status dates. j) Response from the level-ii Agency is recorded. k) Database of relevant level-ii agencies with their contact details (as provided by Ministry of MSME) to whom the caller can be referred for further details or to whom queries can be forwarded shall be maintained using the Back Office Database Updation sub-module and can be selected by the Agent from dropdown menus/ list boxes on the screen. l) Facility for searching the call record database on various attributes and combination of attributes would by provided. m) The application would also have the provision to build database of FAQs and their standard answers. n) Database of all calls received since start of the Udyami Helpline would be maintained. o) Backup of the database would be maintained as per a well defined backup policy. TCIL Page 20 of 50

21 A broad outline of the screen interface envisaged for the CRM-Agent Module is as follows: The attributes of each call that would be captured through the CRM-Agent Module are as follows: 1. Query No. a system generated unique id 2. Name of Caller 3. Language option English/ Hindi/ Type of Caller indicates whether the caller is an existing entrepreneur or a potential entrepreneur 5. Name of the Enterprise 6. Phone No. 7. Mobile No. TCIL Page 21 of 50

22 8. Id 9. Date & Time of Call 10. Address of Caller 11. State of Caller to be selected from a list box 12. District of Caller to be selected from a list box 13. Age of Caller 14. Gender of Caller 15. Source of Info indicates how the caller came to know about the Udyami Helpline (e.g., from newspaper ad, television ad, DIC, Bank etc.) 16. Type of Call indicates whether it is a query or a complaint/grievance 17. Query Details 18. Subject indicates whether the query/complaint is regarding SME schemes/ loans/ technology info/ training/ other facilitation services etc. 19. Level-I Reply answer given by Agent 20. Escalation Indicator whether Call is closed by Agent, Caller is referred to a relevant institution, or Call is escalated to a relevant institution 21. Escalated to If the caller is referred to an institution or the call is escalated, then the name of that institution to be selected from a list box 22. Escalation medium by , Conference Call 23. Date of Escalation 24. Level-II Reply answer from Level-II 25. Date of Reply by Level-II 26. Call Status 27. Date of Call Closure However, the above is not a fully exhaustive list and may vary at the time of implementation. The database of the stakeholder institutions providing various SME facilitation services, with their branch details and contact details like Ids, Telephone/Fax No.s, Call Center No. etc. shall be maintained using a Back-Office Database Updation sub-module. The preferred mode of escalation of call by the Udyami Helpline to an institution, e.g., by sending , or by contacting their Call Center, or by conference call, etc. would also be recorded in the database record of the TCIL Page 22 of 50

23 institution as an indicator field. In case the preferred mode of escalation is , the CRM-Agent Module application can automatically escalate the call by generating and sending an (after confirmation by the Agent) to the selected level-ii institution in a predefined format. However, when the reply is received from the level-ii, the reply details and the status of the call record would have to be manually updated by the Call Center after retrieving the corresponding call record using the unique query no. of the call. It will also be possible to generate reminder s for pending escalation calls. The list of stakeholder institutions who will assume the role of level-ii support for the Udyami Helpline and their preferred method of call escalation shall be provided by TCIL/MSME CRM MIS Reporting Module The CRM application would have a report generation module providing various MIS and statistical reports based on the call records database as required by Ministry of MSME from time to time. The user would be given the choice to set various filters like period (from-date and to-date), state, district, type of caller, escalation indicator, escalated to and various other attributes and their combinations while generating an MIS report from the database. The detailed list of MIS Reports shall be provided later. However, it is envisaged that approximately 20 different MIS Reports would be required. Some ad-hoc MIS Reports may also need to be generated as and when required by Ministry of MSME. The ad-hoc reports may be required for various reasons including addressing a parliament question related to the Udyami Helpline scheme of Ministry of MSME. Examples of such ad-hoc queries are: No. of complaints received against Banks/FIs No. calls received from a particular state No. of calls received from potential entrepreneurs from a state No. calls received for a specified MSME scheme TCIL Page 23 of 50

24 3.1 Purchase of RFP document 3.0 Instruction to Bidders (ITB) Interested bidders may purchase the RFP document on payment of a non-refundable fee of Rs. 400/- (Indian Rupees Four Hundred only) towards the cost of the RFP document through a demand draft (cash payment not acceptable) in favour of Telecommunications Consultants India Limited drawn on any schedule bank and payable in Delhi. The RFP can be purchased from dd/mm/yyyy to dd/mm/yyyy between 3.00 PM and 5.00 PM on any working day from the address given below. The Complete RFP document can also be downloaded from TCIL s website However, the bidder is required to pay the prescribed fee of Rs. 400/- along with the Technical bid through a demand draft in favour of Telecommunications Consultants India Limited drawn on any schedule bank and payable in Delhi. 3.2 Eligible Bidders Eligibility of the bidders shall be on the basis of their technical, financial strength and track record. The bidder is required to submit documentary evidence in support of the following: (a) (b) (c) (d) This Invitation for Bids is open to professional call center companies having a minimum 100 seats Call Center set-up in Delhi or in the National Capital Region in close proximity of Delhi. The Call Center proposed to be used for the Udyami Helpline service should be located in Delhi or in the National Capital Region in the close proximity of Delhi. The bidder should have experience of executing at least one similar National Call Center project with English and Hindi languages support for a Government Department in India in the last three years. The bidder should have the experience of having executed one similar call center project with a value not less than Indian Rupees 2.4 Crores, or two similar projects with values not less than Rupees 1.50 Crore each, or three TCIL Page 24 of 50

25 (e) (f) (g) (h) (i) (j) similar projects with values not less than Rupees 1.20 Crore each, for their client organizations in India in the last three years. The values should be exclusive of any connectivity charges paid to telecom service provider. The bidder should have an average turnover of not less than Rupees 90 Lakhs per annum from Call Center business in the last three financial years. The value of turnover should be exclusive of any connectivity charges paid to telecom service provider. The bidder shall have a valid quality certification relevant to Call Center operations. The Call Center proposed to be used by the Bidder should have registration with Department of Telecom, Govt. of India, under OSP category for providing domestic call center services. The bidder has to submit list of clients and details of services being provided to them by the bidder. The bidder has to submit Performance Certificate from at least three of its clients. The Bidder and each member in case of Consortium shall disclose details pertaining to all claims, disputes, matters in appeal & in court and any pending litigation against the bidder or any member of the Consortium. Bidder is expected to examine all instructions, forms, terms, specifications, and other information in the bidding documents. Failure to furnish all information required by the bidding documents or to submit a bid not substantially responsive to the bidding documents in every respect will be at bidder s risk and may result in the rejection of Bid. 3.3 Cost of Bidding: The Bidder shall bear all costs associated with the preparation and submission of the Bid, and TCIL will, in no case, be responsible or liable for those costs, regardless of the conduct or outcome of the bidding process. 3.4 Clarification on Bidding Documents Bidder, requiring clarification on the RFP may submit queries/ clarifications to TCIL in writing, at the address indicated above, at least 7 days before the deadline for the TCIL Page 25 of 50

26 submission of the bid. TCIL will not respond to any such petition received after this date. 3.5 Amendment of Bidding Documents (a) At any time prior to the deadline for submission of bids, TCIL, for any reason, whether at its own initiative or in response to the clarifications requested by prospective Bidders may modify the bidding documents by issuing amendment(s). (b) All eligible Bidders will be notified of the amendment(s) in writing/ through E- mail, and these will be binding on them. (c) In order to allow eligible Bidders a reasonable time to take the amendment into account in preparing their bids, TCIL, at its discretion, may extend the deadline for the submission of bids. 3.6 Language of Bid The Bid prepared by the Bidder, as well as all correspondence and documents relating to the Bid exchanged by the Bidder and TCIL, shall be written in English. Supporting documents and printed literature furnished by the bidder may be in another language provided they are accompanied by an accurate translation of the relevant pages in English. For the purposes of interpretation of the bid, the translation shall govern. Information supplied in another language without proper translation shall be rejected. 3.7 Documents Comprising the Bids (a) The bidder shall submit only options, which is in accordance with the specifications and requirements. (b) The bid submitted shall have the following documents: Part I (Technical bid) Bid Form as described in the bidding document, duly filled in by the Bidder. a) The bid security b) Bid Letter Form c) Power of Attorney for signing the bid d) Organizational, Financial, and Technical capabilities. TCIL Page 26 of 50

27 e) Bid Documents duly signed in Original (with photocopies in Copy 1 & Copy 2) on all pages. f) Clause by clause Compliance statement for all clauses/ sections (including all Annexure) and Deviation statement as applicable g) Full description of design and layout of bidder s existing Call Center with complete Technical and Engineering details. h) Full description of the processes, methodology, manpower management, training, quality control mechanisms, business continuity plan etc. proposed for smooth operation of Udyami Helpline. i) The bid shall specify time schedule of various activities with a PERT or similar chart. j) Service tax registration number, works contract tax clearance certificate, bank s certificate of solvency and a statement from their bank certifying their financial capability to undertake the project. k) The bidder shall disclose details pertaining to any pending litigation against them or any of its owners / partners. l) Any additional information as asked for by TCIL. Part II (Financial Bid) Price bid signed in original and two copies as per formats in Section-5. a) Once quoted, the bidder shall not make any subsequent price changes. Such price changes shall render the bid liable for rejection. b) TCIL may at its discretion ask for revision of bid(s). (c) TCIL shall not be bound by any printed conditions or provisions in the Bidder s Bid Forms. 3.8 Submission of Bid (a) Bids must be delivered to the address given below on or before DD/MM/YYYY AM. Late bids will be rejected. All bids must be accompanied by a Bid Security of Rupees 5,00,000/- (Rupees Five Lakh only) in the form of a bank guarantee in the prescribed format valid for a period of 150 days from the date of opening of bid. Bids will be opened in the presence of bidders representatives who choose to attend at the address given below DD/MM/YYYY TCIL Page 27 of 50

28 12.00 Noon. Group General Manager (MM) Telecommunications Consultants India Limited TCIL Bhawan, 4th Floor Greater Kailash - Part I, New Delhi Tel: Fax:: [email protected] Website: http// (b) Offer by fax / will not be acceptable. 3.9 Bid Price (a) The bidder shall indicate the prices in Indian Rupees only. (b) Bidders are required to quote a single monthly 8-hour shift rate, which will be applicable for all the shifts. (c) The monthly rate for a shift (a shift being an eight-hour shift by one Call Center Agent) will include all call center infrastructure related expenses of the Supplier and monthly remuneration of CCAs as well as all associated expenses like shift allowance, conveyance, any statutory expenses like employer s contribution towards PF & ESI etc. towards hiring of the CCA by the Supplier. The monthly rate will also include the shift factor required for provisioning of weekly off days and leaves of the CCAs as the Call Center will operate on 16x7 basis 365 days of the year. Bidders are required to give total cost as well. (d) Unit and total prices of services including infrastructure offered should be quoted with breakup of all taxes and duties, and all other cost incidental thereto. (e) Prices quoted by the bidder shall be fixed. Bids submitted with adjustable price quotations will be rejected Bid Security (a) The Bidder shall furnish in a separate envelope, as part of the Bid, a Bid Security (i.e. Earnest Money Deposit) for the amount of Rs Lakhs ( Rupees Five Lakh only) in form of bank guarantee valid for a period of 150 days TCIL Page 28 of 50

29 from the date of opening of bid. (b) The Bid security shall be in Indian Rupees and shall be in the form of Bank Guarantee in favour of Telecommunications Consultants India Limited, New Delhi, issued by a scheduled bank in India and having at least one branch office in Delhi, India. Such negotiable instrument should be valid for at least thirty (30) days beyond the validity of the Bid. (c) Unsuccessful Bidder's Bid security will be discharged or returned within thirty (30) days after the expiration of the period of Bid validity. (d) The successful Bidder's Bid security will be discharged upon the Bidder furnishing the Performance Guarantee. (e) The Bid security may be forfeited either in full or in part, at the discretion of TCIL, on account of one or more of the following reasons: i The Bidder withdraws their Bid during the period of Bid validity specified by them on the Bid letter form ii Bidder does not respond to requests for clarification of their Bid iii Bidder fails to co-operate in the Bid evaluation process, and iv In case of a successful Bidder, the said Bidder fails: to sign the Contract Agreement in time; or to furnish Performance Guarantee 3.11 Period of Validity of Bids (a) Bids shall remain valid for a period of 120 days, from the due date of bid submission. Any Bid valid for a shorter period shall be rejected as nonresponsive. (b) In exceptional circumstances, TCIL may solicit Bidder's consent to an extension of the period of validity. The request and the responses thereto shall be made in writing. The Bid security shall also be suitably extended. A Bidder granting the request is neither required nor permitted to modify the Bid Format and Signing of Bid (a) The bidder shall prepare original + two, i.e., 1+2 copies of the bid clearly marking each Original Bid or Copy of Bid as appropriate. In the event of any discrepancy between them, the original shall govern. TCIL Page 29 of 50

30 (b) The original and all copies of the bid shall be typed or written in indelible ink and shall be signed by the bidder or a person duly authorized to bind the bidder to the Bid. The person or persons signing the bid shall initial all pages of the bid, except for un-amended printed literature. (c) The complete bid shall be without alteration or erasures, except those to accord with instructions issued by the TCIL or as necessary to correct errors made by the bidder, in which case such corrections shall be initialed by the person or persons signing the bid Sealing and Marking of Bid (a) Bidder shall submit their bids in two Separate Parts in sealed envelopes superscribed with the RFP document number, due date, time, Project and nature of bid (Technical bid, Financial bid). PART-I: Original and 2 copies of Technical Bid complete with all technical details along with Bid Security. PART-II: Original and 2 copies of Financial Bid only with full price details. (b) The envelopes containing Part-I and Part-II of the offer should be enclosed in a larger envelope duly sealed. All pages of the offer must be signed. (c) The outer envelope shall indicate the name and address of the bidder to enable the bid to be returned unopened in case it is declared late. (d) If these envelopes are not sealed and marked as required, TCIL will assume no responsibility for the bid s misplacement or premature opening Bid Due Date (a) Bid must be received by TCIL at the address given and not later than DD/MM/YYYY at 11:00 AM. Bids received after this deadline will be rejected and returned to the bidder unopened. (b) The TCIL may, at its discretion, on giving reasonable notice in writing to all eligible Bidders who have been issued the bid documents, extend the bid due date, in which case all rights and obligations of TCIL and the Bidder, previously subject to the bid due date, shall thereafter be subject to the new bid due date or deadline as extended. TCIL Page 30 of 50

31 3.15 Opening of Bids by TCIL (a) Bids will be opened at Noon on DD/MM/YYYY at the following address: Material Management Division (4 th Floor) Telecommunications Consultants India Limited TCIL Bhawan, Greater Kailash-I New Delhi (b) Bidder s representatives (Maximum 2) may attend the opening, and those who are present shall sign a register evidencing their attendance. (c) The Bidder s names, Bid modifications or withdrawals and such other details as TCIL at its discretion, may consider appropriate, will be announced at the time of opening Examination and Evaluation of Bids (a) (b) (c) (d) Bids without a valid bid security in the prescribed format will be rejected. Bids without a valid Power of Attorney for signing of Bid will be rejected. Bids not meeting eligibility requirements specified in ITB 3.2 will be rejected. Bids meeting eligibility requirements as per ITB 3.2 will be further evaluated as follows : Weights shall be assigned to Technical as well as Price Bids. Technical Bids will carry a weight of 70 percent while Price Bids will carry a weight of 30 percent. Technical Bids shall be evaluated as per evaluation criteria and marks allotted to each evaluation criteria. Bidders whose Technical Bids fail to score minimum 50 marks will be rejected and their Price Bids will not be opened. Price Bids of only the technically successful bidders will be opened. Marks for Financial Bid evaluation shall be calculated based on the formula - Marks = 30 x (Lowest Bid Price) / (Price of the Bid being evaluated). TCIL Page 31 of 50

32 Total score of a bidder will be calculated by adding the Points secured in Technical Evaluation and the Points scored in Financial Evaluation. Technical Evaluation Criteria and Marks: Proposals will be evaluated based on following criteria: A. Quality of the Technical Bid document (5 marks) Bidder s understanding of the RFP document and the responsiveness of the bidder in providing the required information and documents in the bid document. B. Proposed plan for Udyami Helpline setup in the existing call center location w.r.t. the following: (15 marks) i. Infrastructure available in the existing call center of the bidder where Udyami Helpline is proposed to be set up ii. Proposed setup of Udyami Helpline in the existing call center location iii. Proposed network diagram with equipment, servers, system software, security components etc. iv. Make, model and configuration of the servers, desktops, LAN etc. to be used. v. Provisions for regular Database backup vi. Design and dimensions of each Udyami helpline seat vii. Description of the air-conditioning and power backup arrangements viii. Proposed Call Flow architecture and associated processes. C. Proposed technology, methodology and plan for development, web-hosting and maintenance of application software for CRM Agent Module and CRM MIS module.. (10 marks) D. Proposed Business Continuity Plan for Udyami Helpline setup (including power failure, equipment failure, server crash, desktop crash, network failure etc.). (5 marks) E. Bidder s Quality Commitments and methods for remedy of failure to abide by the commitments. (5 marks) F. Monitoring Tools/methods proposed (5 Marks) i. Proposed methodology for ensuring that the call center processes are being followed and that telephone/internet connections are not misused. TCIL Page 32 of 50

33 ii. Provision of trained supervisors for monitoring of call center. iii. Voice Logging Facility for recording and playing back of agents conversation on random basis. iv. Provisioning of remote monitoring through video chatting facilities on the Internet using web-cam. G. Training Facilities (10 Marks) i. Facility of fully equipped training room with online projector, whiteboards etc. With seating capacity bfor at least 25 personnel for providing subject matter training to the Agents by Ministry of MSME. ii. Proposed methodology for providing Soft Skill training to the CCAs. H. Time Schedule for execution (with diagram). (5 Marks) I. Expansion capacity of the proposed Call Center where Udyami Helpline is proposed. (5 Marks) J. Compliance to technical and commercial terms and conditions specified in the RFP document. (5 Marks) (e) TCIL may ask Bidder(s) for additional information, visit to Bidder s site and/ or arrange discussions with their professional, technical faculties to verify claims made in Technical Bid documentation. (f) The Financial Bids will be strictly as per the prescribed format. Only the price quoted in the Financial Bid will be considered. Any conditions / terms and conditions inserted in the Financial Bids will be ignored. (g) If there is a discrepancy between the unit price & the total price, the unit price shall prevail and TCIL shall correct the total price. If there is a discrepancy between words & figures, the amount in words shall prevail. (h) Bids will be evaluated on the basis of 30 months or upto 31 st March 2012, whichever is earlier Award of Contract TCIL will award the contract to successful bidder whose bid has been determined to be responsive and has been determined to be most competitive, provided further that the bidder is determined to be qualified to perform the project satisfactorily. TCIL shall however not bind itself to accept the lowest or any bid and reserves the right to accept any bid wholly or in part. TCIL Page 33 of 50

34 3.18 TCIL s Right to Vary Quantities TCIL reserves the right to increase or decrease, on need basis, the requirements and duration of services originally specified in the RFP document at the time of award or subsequently during execution of the project TCIL s right to Reject Any or All Bids TCIL reserves the right to reject any Bid, and to annul the bidding process and reject all bids at any time, without thereby incurring any liability to the affected Bidder(s) or any obligation to inform the affected Bidder(s) of the grounds for such decision Notification of Successful Bidder and Acceptance by Successful Bidder (a) Prior to expiration of the period of Bid validity, TCIL will notify the successful Bidder in writing that its Bid has been accepted by issuance of Letter of Intent (LOI). (b) Within 7 (Seven) days of receipt of such intimation, the successful Bidder shall give its acceptance to TCIL. (c) Within 7 (Seven) days of receipt of such intimation, the successful Bidder shall submit Performance Guarantee to TCIL. (d) Upon the successful Bidder's furnishing of Performance Guarantee, TCIL will promptly notify all unsuccessful Bidders and will discharge their Bid security. TCIL Page 34 of 50

35 4.0 General Conditions for Bidding These General Conditions shall supplement or amend the other parts of the Bidding Documents and whenever there is a conflict, provision herein shall prevail over those in the other parts of the Bidding Documents 4.1 Governing Language All correspondence and other documents to be exchanged by the parties shall be written in the English language. The version written in English language shall govern its interpretation. 4.2 Applicable Law Appropriate laws of Government of India shall apply. 4.3 Change in Law In the event of any Change in Law that affects the performance of the Supplier, the Supplier shall be given the benefit or burden resulting from such Change in Law. 4.4 Use Of Bid Documents And Information (a) All project related documents issued by TCIL shall remain the property of TCIL and originals and all copies shall be returned to TCIL on completion of the Supplier's performance, if so required by TCIL. (b) The Supplier shall not, without prior written consent of TCIL, make use of any document or information made available for the project except for purposes of performing the job. 4.5 Warranty for CRM Application Software The bidder will provide comprehensive on site warranty of the CRM Application Software of Udyami Helpline for a period of one year from the date of acceptance. (a) The successful bidder shall warrant to TCIL/MSME that the CRM Application Software developed and deployed by the successful bidder shall be of the most suitable grade and fit for the intended purpose. They shall be free from all defects TCIL Page 35 of 50

36 and faults in design and consistent with established and generally accepted standards for the system of the type ordered and in full conformity with the requirement specifications. The successful bidder shall warrant further that the services to be carried out under this contract shall conform to generally accepted professional standards and TCIL/MSME s practices. (b) The successful bidder shall be responsible for adding new functionality to the application software to the extent of providing new and ad-hoc MIS Reports as may be required by MSME/TCIL from time to time. (c) If during the period of warranty any component of the software solutions is found defective, and which failed in test or in operation, the same shall be rectified or replaced by the successful bidder free of cost. (d) Any approval or acceptance by TCIL of the software solution shall not in any way limit the liability of successful bidder of his responsibility. (e) TCIL/MSME shall promptly notify the successful bidder in writing of any defect and claim arising under this warranty. Such notice shall be valid during the period of warranty and upto 30 days after the date of expiry of the period. (f) Upon receipt of such notice, the successful bidder shall promptly and satisfactorily rectify or re-implement the defective portion of the software. (g) The liability of successful bidder in respect of such claims against warranty shall be limited to rectification or re-implementation of the concerned component of the software, inclusive of all charges for such rectification and re-implementation. Such rectification or re-implementations shall be warranted for the same period as mentioned above. (h) In the event of an emergency where delay in rectification would cause serious loss or damage, if successful bidder fails to remedy the defects in accordance with the contract within a reasonable time, TCIL/MSME may proceed to take such remedial action as may be necessary at the risk & cost of the successful bidder. (i) The successful bidder shall prove and establish the performance of the system as specified by testing, should he be unable to do so in the first instance, he shall be given an opportunity to rectify the defects and the performance shall be repeated within a specified time. Should the performance of the system still not be upto mark, TCIL/MSME shall recover from successful bidder suitable amounts towards the performance deficiencies or reject the system in case the deficiency is beyond the specified limit. 4.6 Post Warranty Annual Maintenance Contract for CRM Application Software The bidder shall provide post implementation warranty maintenance service for the CRM Application Software of Udyami Helpline at the option of TCIL/ MSME. In addition to maintenance of the Application Software and minor changes, the scope of AMC shall include providing new and ad-hoc MIS Reports as may be required by MSME/TCIL from time to time TCIL Page 36 of 50

37 4.7 Performance Security (a) Within 7 days of the receipt of the notification of award from TCIL, the Supplier shall furnish a performance security for an amount of 10% (ten percent) of the Annual Value of Contract, using the performance security format to be provided by TCIL. (b) The performance security shall be valid for at least 90 (ninety) days beyond the completion of contract period and shall be denominated in Indian rupees and shall be a bank guarantee in favour of TCIL, payable at New Delhi, issued by a scheduled bank in India through its branch in New Delhi, India. (c) The proceeds of the performance security shall be payable to TCIL as compensation for any loss resulting from the Supplier s failure to complete its obligations under this bid. TCIL shall notify the Supplier in writing of its invocation of its right to receive such compensation within 15 days, indicating the reasons for which the Supplier is in default. (d) The performance security shall be discharged by TCIL and returned to the Supplier within 30 days from the date of final certificate certifying the fulfillment of the performance obligations under this Bid. (e) The Supplier shall furnish amendment to the Performance Security, if required, within 15 days of notification. 4.8 Payment Terms The invoices towards the services rendered shall be submitted to TCIL on monthly basis at the end of every month for the no. of seats actually deployed during the month as per the agreed number of seats. TCIL shall release the payments to the Supplier on quarterly basis within 30 days after the receipt of the invoice for the last month of the quarter subject to satisfactory performance of the Contactor and release of the payment to TCIL by Ministry of MSME, Government of India. 4.9 Time Schedule The bidder is required to complete the entire installation setup, in all respects, and make it operative, within a period of 30 days from the date of issue of Purchase Order. TCIL Page 37 of 50

38 4.10 Taxes & Duties (a) The Supplier is liable for all taxes and duties etc. as applicable. (b) Any increase/ decrease in taxes by Government shall be to the account of TCIL. (c) TCIL shall deduct any taxes/ duties at source as per prevalent laws Liquidated Damages (a) (b) If the supplier fails to offer the services and system within the periods specified in the Bid, TCIL shall, without prejudice to its other remedies under the Bid, deduct from the performance security, as liquidated damages, a sum equivalent to 1% of the Bid price for each week or part thereof of delay until Final Acceptance, up to a maximum deduction of the 10%. If the delay is more than 4 weeks, TCIL has the right to terminate the contract and encash the performance security 4.12 Penalty If any of the essential facilities/ equipment in Udyami Helpline is found non-functional beyond 48 hours, the same would be treated as deficiency of service. The list of such facilities/ equipment includes, but is not limited to the following items: a. Desktop PC b. Server c. Local Area Network d. Incoming/ outgoing telephone connection, Internet facility (due to reasons attributable to the Supplier) e. IVRS f. EPABX g. Telephone instrument h. Hot Button Programming on a telephone instrument i. Conferencing Facility on telephone instrument j. Head phone k. Air Conditioning l. UPS m. Backup Generator set TCIL Page 38 of 50

39 Penalty at the rate of Rs. 200 (Rupees Five Hundred) per day would be deducted from the monthly bill of the supplier for each such deficiency in the Udyami Helpline Reduction of charges upon increase in number of seats in Udyami Helpline Call Centre MSME/TCIL has the right to increase the number of seats in the Call Center from time to time during the contract period. The agreed monthly basic shift rate for the new seats would remain the same as that agreed at the time of placement of order till the number of seats in Udyami Helpline doubles from the original number of seats at the time of placement of order. When the number of seats in Udyami Helpline would exceed the original number of seats by more than 100%, the basic monthly shift rate for the new seats would be reduced by 10% of the originally agreed monthly shift rate Acceptance of the Udyami Helpline call center setup Acceptance Test (AT) for the Udyami Helpline shall be conducted by TCIL/ any appointed third party after the same is offered by the successful bidder for acceptance. The tests to be carried out, test procedure, test equipment and tools, and expected test results are to be provided by the successful bidder to meet all the specified parameters/ service requirements. The Test procedures /Test results shall be approved by TCIL/ any appointed third party. Acceptance will be given subject to satisfactory performance failing which the order shall stand automatically cancelled Contract Period The contract period will be upto 31 st March 2012 and may be extended further at the option of Ministry of MSME, Government of India or TCIL Implementation Services The Supplier shall provide all services specified in the Technical Specifications in accordance with the highest standards of professional competence and integrity. TCIL reserves the right to require the replacement of any Supplier staff assigned to work on the site by suitable qualified staff, in the event that the staff concerned is TCIL Page 39 of 50

40 determined to be incompetent or loses the confidence of TCIL Books & Records Supplier shall maintain adequate books and records/reports in connection with Contract and shall make them available for inspection and audit by TCIL/ Ministry of MSME/ any appointed third party until expiry of the performance guarantee. Supplier shall maintain duty roaster and daily attendance record of the Call Centre Agents in the Udyami Helpline. Supplier shall also maintain a downtime logbook to record downtime of each equipment/ facility in the Call Centre like telephone instruments, IVRS equipment, EPABX, Computers, Server, Air conditioner, UPS, Generator, Headphone sets, incoming/outgoing telephone connections etc. The format of the registers/ logbooks would be finalized in consultation with TCIL. If upon inspection of the Call Centre by TCIL or Ministry of MSME or their authorised representative any equipment/ facility is found to be faulty or non-operational and no corresponding entry is found in the logbook specifying the date & time, the same equipment/facility would be considered to be faulty or non-operational since the first day of that month and Penalty would be imposed for the deficiency of service starting the first day of the month accordingly. Supplier shall send certified copies of the duty roaster, attendance record and downtime logbook for each month for the Udyami Helpline to TCIL at the end of the month Notice Any notice given by one party to the other pursuant to this bid shall be sent to the other party in writing to the other party's address. A notice shall be effective from the date when Notice in writing is delivered or tendered or affixed at a conspicuous place whichever is earlier 4.19 Force Majeure If at any time the performance, in whole or in part, by either of any obligation under TCIL Page 40 of 50

41 the contract, shall be prevented or delayed by reasons of any war or hostility, acts of public enemy, civil commotion, sabotage fire, flood, explosion, epidemic, quarantine restriction, strikes, or acts of god (hereinafter referred to as events), provided notice of happening of any such eventuality is given by either party to the other within 21 days from the date of occurrence of the event, party shall by reasons of such event, be entitled to determine the contract arising out of the contract nor shall either party have any claim for damages against the other in respect of such event. Obligations arising out of this contract shall resume after the event or events have come to an end or ceased to exist. The decision of TCIL as to whether such event or events have come to an end or ceased to exist or whether deliveries of the equipment by the Supplier have been resumed or not shall be final and conclusive. Provided both the parties may at their option terminate their obligations under the contract and thereupon TCIL shall be at liberty to take over from the Supplier all the works at a price to be fixed by TCIL, which shall be final, and the Supplier shall refund forthwith the amount paid to him by TCIL Indemnification (a) Each Party ("Indemnifying Party") shall indemnify and hold harmless the other party from any and all damages, losses, penalties, expenses and costs arising from, based on, related to or associated with the inaccuracy of any representation or covenant set forth in this Bid or the breach of or failure to perform or satisfy any of the provisions of this Bid or for loss of or damage to property, death or injury to person. (b) The Supplier shall indemnify TCIL/Ministry of MSME and hold it harmless from all suits, actions, debts, accounts, costs, losses, and expenses of all kinds (including legal expenses and professional advisory service expenses) arising from or out of any adverse claims of any and all persons related to the execution of services. (c) Notwithstanding anything expressed or implied in this Bid to the contrary:- i The parties shall indemnify, defend and hold the other harmless against any and all third party claims. ii such indemnity shall not extend to any loss, death or injury or any expenses TCIL Page 41 of 50

42 relating thereto to the extent that it was caused by any act or omission of either party or the failure of either party to take reasonable steps in mitigation thereof. iii such indemnity shall not be applicable to any loss, damage, cost or expense in respect of, and to the extent that either party is compensated pursuant to the terms of any other Contract or under any policy of insurance. (d) For the purpose of this Article :- i TCIL shall include all persons directly or indirectly associated with TCIL including its employees. ii The Supplier shall include its directors, employees, agents, affiliates and sub-contractors. (e) Nothing in this Article whether expressed or implied shall relieve either Party of any express obligation to make any payment due to the other Party under this Bid. (f) Properties and Facilities: The Supplier shall assume full responsibility and liability for the maintenance and operation of its properties and facilities and shall indemnify and hold TCIL harmless from all liability and expense on account of any and all damages, claims or actions, including injury to and death of persons, arising from any act, accident or omission in connection with or arising out of the installation, presence, maintenance and operation of properties and facilities of the Supplier. (g) Control and Possession The Supplier shall be deemed to be in control and possession of the equipment necessary for the proper and normal operation of the System Default and Termination (a) TCIL may, without prejudice to any other remedy for breach of contract, by written notice of default, sent to the Supplier, terminate the Contract for services in whole or in parts: i If the Supplier fails to deliver either the whole or part of the Services TCIL Page 42 of 50

43 within the time period(s) specified in the Contract or any extension thereof granted by TCIL. ii If the Supplier fails to perform any other obligation(s) and, iii If the Supplier, in either of the above circumstances, does not cure its failure within a period of 30 days (or such longer period as TCIL may authorise in writing) after receipt of the default notice from TCIL. iv On a notice period of 60 days. (b) In the event TCIL terminates the Contract in whole or in part, TCIL may procure and install upon such terms and in such manner as it deems appropriate, similar setup and the Supplier shall be liable to TCIL for any excess cost for such setup. However, the Supplier shall continue performance of the Contract to the extent not terminated. (c) All data /reports collected by the bidder shall be returned to TCIL in its original form upon such terminations. Bidder shall not have any right on this database, which is proprietary to TCIL/ Ministry of MSME Termination for Insolvency TCIL may at any time terminate the Contract by giving 30 (thirty) days written notice to the Supplier without compensation to the Supplier, if the Supplier becomes bankrupt or otherwise insolvent, provided that such termination will not prejudice or affect any right of action which has accrued or will accrue thereafter to TCIL Resolution of Disputes (a) If any dispute arises between the Parties hereto during the subsistence or thereafter, in connection with the validity, interpretation, implementation or alleged material breach of any provision of the Contract or regarding a question, including the questions as to whether the termination of the Contract by one Party hereto has been legitimate, both Parties hereto shall endeavour to settle such dispute amicably. The attempt to bring about an amicable settlement is considered to have failed as soon as one of the Parties hereto, after reasonable attempts [which attempt shall continue for not less than 30 (thirty) days, give 15 TCIL Page 43 of 50

44 (b) (c) (d) days notice thereof to the other Party in writing. The place of the arbitration shall be New Delhi, India. The Arbitration proceeding shall be governed by the Arbitration and Conciliation Act of 1996 as amended from time to time. The proceedings of arbitration shall be in English language TCIL Page 44 of 50

45 5.1 Bid Letter Form 5.0 Forms and Schedules From (Registered name and address of the Bidder.) To Group General Manager (MM), Telecommunications Consultants India Ltd. TCIL Bhawan, Geater Kailash I, New Delhi Sir, Having examined the bidding documents, we the undersigned, offer to provide Services including all additional services associated thereto, also called the Services as detailed in the bidding document in response to your Request For Proposal No... dated... We undertake to: 1. Maintain validity of the Bid for a period of 120 days from the date of Bid opening as specified in the bidding document, which shall remain binding upon us and may be accepted at any time before the expiration of that period. 2. Provide Services for a period of three years from the date of Acceptance of the Udyami Helpline Call Center on renewal basis every financial year in conformity with the bidding documents (and as amended from time to time). 3. Execute all contractual documents and provide all securities & guarantees as required in the bid document (and as amended from time to time). 4. 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 on us. Dated this day of. Witness: Signature (in the capacity of) (Signatures with name and designation) Address:. Duly authorised to sign bid for and on behalf of TCIL Page 45 of 50

46 5.2 Bid Security Form FORMAT OF BID BOND (EMD) Whereas. (hereinafter called the Bidder ) has submitted its bid dated For the supply of. vide Tender No... dated KNOW ALL MEN by these presents that WE. of. Having our registered office at.. (hereinafter called the Bank ) are bound unto Telecommunications Consultants India Limited (hereinafter called the Purchaser ) in the sum of Rs. for which payment will and truly to be made of the said Purchaser, the Bank binds itself, its successors and assigns by these present. THE CONDITIONS of the obligation are: 1. If the Bidder withdraws his bid during the period of bid validity specified by the Bidder on the Bid form or 2. If the Bidder, having been notified of the acceptance of his bid by the Purchaser during the period of bid validity (a) fails or refuses to execute the Contract, if required; or (b) fails or refuses to furnish the Performance Security, in accordance with the instructions to Bidders. We undertake to pay to 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 to it owning to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions. This guarantee will remain in force upto and including THIRTY (30) days after the Period of bid validity and any demand in respect thereof should reach the Bank not later than the specified date/dates. Signature of the Bank Authority Name Signed in Capacity of Name & Signature of witness Address of witness Full address of Branch Tel No. of Branch Fax No. of Branch TCIL Page 46 of 50

47 5.3 Bid Price Schedule Name of the Bidder: A) Call Center Shift Charges: (a) Monthly Basic Shift Rate : (b) Taxes (Please specify details here): (c) Monthly Shift Rate: (d) Total Charges for 20 Shifts for five(5) months in FY (i.e. from November 2009 to March 2010): [ (d) = (c) x 20 x 5 ] (e) Total Charges for 40 Shifts for twelve (12) months in FY (i.e. from March 2010 to March 2011): [ (e) = (c) x 40 x 12 ] (f) Total Charges for 60 Shifts for twelve (12) months in FY (i.e. from March 2011 to March 2012): [ (f) = (c) x 60 x 12 ] (g) Grand Total : In Figures: Rs.. In Words : Indian Rupees... In Figures: Rs.. In Words : Indian Rupees... In Figures: Rs.. In Words : Indian Rupees... In Figures: Rs.. In Figures: Rs.. In Figures: Rs.. In Figures: Rs.. [ (g) = (d) + (e) + (f) ] TCIL Page 47 of 50

48 B) Development of Call Record Management (CRM) Application Software (including MIS Reporting Module): (h) Lumsum Charges for Development of CRM Application Software (Including MIS Reporting Module): (i) Taxes (Please specify details): (j) Total CRM Application Development Cost: [ (j) = (h) + (i) ] In Figures: Rs.. In Words : Indian Rupees... In Figures: Rs.. In Words : Indian Rupees... In Figures: Rs.. In Words : Indian Rupees... C) Post-Warranty AMC of Call Record Management (CRM) Application Software (Including MIS Reporting Module): (k) Annual Maintenance Charges: (l) Taxes (Please specify details): (m) AMC Charges for CRM Application Software: [ (m) = (k) + (l) ] (n) b [ (n) = (m) x 1.5 ] D) Total Bid Value: A) Call Center Shift Charges: B) Development of Call Record Management (CRM) Application Software C) Post-warranty AMC Charges for CRM Application Software for 1 ½ years Grand Total : [ A) + B) + C) ] In Figures: Rs.. In Words : Indian Rupees... In Figures: Rs.. In Words : Indian Rupees... In Figures: Rs.. In Words : Indian Rupees... In Figures: Rs.. Rs.. Rs.. Rs.. Rs.. TCIL Page 48 of 50

49 The above rates shall remain valid for a period of three years from the date of award of the contract. Any increase/ decrease in taxes by Government shall be to the account of TCIL. Dated this day of. Signature. (in the capacity of) Duly authorised to sign bid for and on behalf of TCIL Page 49 of 50

50 5.4 Format for Performance Bank Guarantee PERFORMANCE BANK GUARANTEE M/s Telecommunications Consultants India Ltd., TCIL Bhawan, Greater Kailash-I New Delhi (INDIA) (With due stamp duty if applicable) OUR LETTER OF GUARANTEE No. : In consideration of TELECOMMUNICATIONS CONSULTANTS INDIA LIMITED, having its office at TCIL Bhawan, Greater Kailash-I, New Delhi (INDIA) (hereinafter referred to as TCIL which expression shall unless repugnant to the content or meaning thereof include all its successors, administrators and executors) and having entered into an agreement dated /issued Purchase Order No. dated with/on M/s (hereinafter referred to as The Supplier which expression unless repugnant to the content or meaning thereof, shall include all the successors, administrators, and executors). WHEREAS the Supplier having unequivocably accepted to supply the materials as per terms and conditions given in the Agreement dated /Purchase Order No. dated and TCIL having agreed that the Supplier shall furnish to TCIL a Performance Guarantee for the faithful performance of the entire contract, to the extent of 10% (ten percent) of the value of the Purchase Order i.e. for. We, ( The Bank ) which shall include OUR successors, administrators and executors herewith establish an irrevocable Letter of Guarantee No. in your favour for account of (The Supplier) in cover of performance guarantee in accordance with the terms and conditions of the Agreement/Purchase Order. Hereby, we undertake to pay upto but not exceeding (say only) upon receipt by us of your first written demand accompanied by your declaration stating that the amount claimed is due by reason of the Supplier having failed to perform the Agreement and despite any contestation on the part of above named supplier. This Letter of Guarantee will expire on including 30 days of claim period and any claims made hereunder must be received by us on or before expiry date after which date this Letter of Guarantee will become of no effect whatsoever whether returned to us or not. Authorized Signature Manager Seal of Bank TCIL Page 50 of 50