TENDER DOCUMENT FOR. IVRS Complaint redressal system to handle complaints from the public. Related MIS Software AT UPNEDA, HEAD OFFICE

Transcription

1 TENDER DOCUMENT FOR IVRS Complaint redressal system to handle complaints from the public & Related MIS Software AT UPNEDA, HEAD OFFICE TENDER NOTICE NO. UPNEDA/COMP-IVRS/204 Form Serial No. NAME OF THE FIRM/DEVELOPER..... SIGNATURE OF TENDER ISSUING OFFICER Uttar Pradesh New and Renewable Energy Development Agency, U.P. (UPNEDA) Vibhuti Khand, Gomti Nagar, Lucknow Tel.No , TeleFax: , Website:

2 TABLE OF CONTENTS DETAILS PAGE NO. PART-. Tender Notice 2. Covering Letter 3. Check List of Annexures 4. General particulars of the tenderer 5. Procedure for Submission of Tender Documents 6. Scope of Work 6. Details for generating screen for generating automatic Unique Identification (UID) Code 6.2 Format of letter for for informing details of UID code to concerned Officer UPNEDA 7. Technical Specifications 8. Other Terms & Conditions 9. Payment Terms PART-2 FINANCIAL BID 4-5 2

3 PART-I. TENDER NOTICE Uttar Pradesh New and Renewable Energy Development Agency (UPNEDA) TENDER NOTICE NO. UPNEDA/COMP-IVRS/204 Vibhuti Khand, Gomti Nagar, Lucknow Tel.No , Fax: , Website: compneda@rediffmail.com Sealed tenders are invited from reputed software developers/firms for IVRS (Interactive Voice Response System) fully automated as well as manual complaint Management system based on DTMF (Dial Tone Modular Function) functionality with MIS Reporting fully operated at UPNEDA Head Office for Systems installed in Uttar Pradesh & redressal system for it. Firm/Tenderer must be Empanelled with UP Electronic Corporation Ltd./UPDESCO/ Shreetron India Ltd./UPTRON Powertronics Ltd. Earnest Money - deposit of Rs. 0,000/- should be in the form of Demand Draft from any Nationalized/ Scheduled bank of RBI in favour of Director, UPNEDA payable at Lucknow. Tender Document may be obtained from to In Office Time (0 am to 5 pm) (Except govt. leaves) at any working day. Cost of Tender Document - Rs. 525/- (including VAT) non-refundable. The date of submission of Tender is at 2:00 PM & shall be opened on same day at 0:00 PM. The details of Tender may be seen at UPNEDA website Director, UPNEDA reserves the right to accept or reject any tender, without assigning any reason there of. Director, UPNEDA 3

4 2. Covering Letter FROM - (Full name and address of the Tenderer) M/S To, The Director, Uttar Pradesh New and Renewable Energy Development Agency, Vibhuti khand, Gomti Nagar Lucknow Sir, Subject :- Offer in response to tender Notice no. NEDA/COMP-IVRS/204 We hereby submit our offer in full compliance with terms & conditions of the attached tender. The tender is submitted in three separate and sealed envelopes marked Part-I, Part-II and Part-III. All three envelops are sealed in one separate envelope superscribed with the name of work & date of opening. (Signature of Tenderer ) With Seal 4

5 3. Check list of Annexures S.No Annexure No Particulars Yes/No (Flag No*) Annexure-I General Particulars of the Firm/Developer 2 Annexure-II Details of tender document fee (bank draft no. and date) 3 Annexure-III Details of Earnest money (bank draft/bank guarantee no. and date) 4 Annexure-IV Copy of registration certificate of Commercial Tax/VAT 5 Annexure-V Copy of PAN Card 6 Annexure-VI Copy of Registration Certificate of Service Tax 7 Annexure-VII Summarized sheet of turn over certified by registered Chartered Accountant. 8 Annexure-VIII List of reference where they have implemented the IVRS solution along with the name of clients, their address and names of contact persons with their telephone numbers. 9 Annexure-IX Experience - Copy of three work orders regarding IVRS Solution (single work should be minimum worth Rs. 4 lacs and at least one in any Govt./Semi Govt/Local Bodies in Uttar Pradesh. 0 Annexure-X Certificate of Empanelment with UP Electronic Corporation Ltd./UPDESCO/ Shreetron India Ltd./UPTRON Powertronics Ltd. * Please flag the annexure and write number in the box. ( Signature of Tenderer ) With Seal 5

6 4. GENERAL PARTICULARS OF TENDERER sno Name of firm Details 2 Postal Address 3 Telegraphic address 4 Telephone, Telex, Fax No 5 6 Web site 7 Name and designation of the representative of the tenderer to whom all references shall be made 8 Amount of the Earnest Money Deposited (EMD) Rs. 0,000/- (Details of Bank Draft) 9 Cost of tender document Rs 525/- (Details of Bank Draft) 0 Has the firm/tenderer been ever debarred By any Govt. deptt./ Undertaking Has the tenderer any relative working in UPNEDA if yes state the Name and designation. ( Signature of Tenderer) with Seal 6

7 5. Procedure for Submission of Tender Documents. Tender documents should be submitted in three seperate sealed envelopes superscribed with the name of work and envelope number. Envelope superscribed improperly, shall be liable for rejection. All these Three envelopes should be sealed in one separate Envelope superscribed with the name of work & date of opening. 2. The envelope clearly marked as Envelope No. shall contain the EMD as per tender. 3. The envelope clearly marked as the Envelope No. 2 shall contain original tender document supplied by UPNEDA OFFICE, duly filled & signed and Supporting Documents, except Financial Bid i.e. PART-II along-with the documents duly attested as below :- Supporting Documents:- a) Copy of registration certificate of Commercial Tax/VAT b) Copy of PAN Card. c) Copy of Registration Certificate of Service Tax by the firm/developer. d) Overall average annual turn over of Last three financial years (200-, 20-2 & 202-3) should be atleast Rs. 20 lacs (Rs. Twenty lacs) of the Firm/Developer. A summarized sheet of turn over certified by registered Chartered Accountant should be enclosed. e) The Tenderer should provide a list of reference where they have implemented the IVRS solution along with the name of clients, their address and names of contact persons with their telephone numbers. f) Tenderer must have implemented at least three IVRS Solutions Single work should be minimum worth Rs. 4 lacs. g) Tenderer must have implemented at least one IVRS Solutions in any Govt./Semi Govt/Local Bodies in Uttar Pradesh. Copy of Work Order will be submitted. h) Certificate of Empanelment with UP Electronic Corporation Ltd./UPDESCO/ Shreetron India Ltd./UPTRON Powertronics Ltd. 4. The Envelope No. 3 shall contain only Financial Bid i.e. PART -II in the original tender form duly filled in and duly signed by the tenderer /a person authorized to do so by tenderer (authorization letter must be enclosed). 5. Conditional tender will be rejected out rightly. 6. All the documents and papers submitted by the tenderer should be signed properly. 7. Tenderer should duly countersign all additions, corrections and erasures in the tender documents. 7

8 6. SCOPE OF WORK Various renewable Energy systems/devices such as solar Home Lighting Systems, Solar Street Lighting Systems and Soar Water Heating Systems, etc. in domestic, commercial, industrial sectors and in community, non-profit institution, in rural and urban areas, of the State of Uttar Pradesh, are being installed by U.P. New & Renewable energy Development Agency (UPNEDA), under various schemes of state and Central Government. To ensure the effective monitoring of functionality of these systems, installed in various districts of the State, UPNEDA intends to develop a web based software with the following features:-. An automatic Unique Identification number (UID Code) is to be generated for each system indicating year, product type, vendor, scheme & serial numbers of the system after feeding related information on computer screen (it should have option of selection from predefined list in maximum field) as per annexure A letter will be generate having all details of Unique ID Code as per annexure Complaints will be registered through following System a. Through Toll-free Number by selecting options according to phone recorded system and feeding the unique id number of the system b. Directly on Website feeding information on screen c. Through Operator (Operator will be arranged by UPNEDA) 4. IVR System setup will be made for one operator only. 5. After lodging complaint, a complaint no. should be generated and informed to complainant through SMS on his mobile. In case of website, it should be displayed on website. 6. For Complaints on website one of the following options will be selected by UPNEDA a. Website may be uploaded on any Private web server. b. Website may be uploaded on NIC UP State Unit, Lucknow web server. 7. In case of website domain name, one of the following option may be taken by UPNEDA :- a. Domain name may be provided by UPNEDA b. UPNEDA may get registered Domain name through tenderer. The user right etc. will be with UPNEDA. The Registration paper of Domain Name will be provided to UPNEDA. 8. Recording of all complaints may be required. UPNEDA will decide that recording of all complaints will be done or not at the time of finalization. 9. Database of Complaints should be stored automatically which should be accessible through all concerned through website with their user name and password. 0. List for all Master Data will be given in hardcopy to firm. 8

9 . Default Reports will be Complaintwise, Yearwise, Datewise, Vendorwise, Schemewise, Districtwise, Officerwise etc. Customised Reports (excluding Default reports) as per UPNEDA requirement (Upto 50) will be created by firm for monitoring & other purpose. 2. After receiving complaint, required details will be sent immediately through SMS and to the concerned vendor and concerned district project officer. 3. Provision for confirmation of redressal at every end should be incorporated in MIS. 4. All concerned should be communicated through SMS and after repair of the systems within the stipulated period. 5. In case, the systems is not repaird within the stipulated period, software should communicate through SMS and to the officer incharge or senior officer of UPNEDA accordingly. Sr. Officer could also view the status through login on website. 6. The developer will indicate the software production and development plateform. 7. The Reports should be prepared on the latest software and should have facility to export the data in excel and other popular applications. 8. Tenderer has to provide a manual for all developed software in hardcopy as well as in softcopy (pdf & ppt file) 9. Tenderer has to provide source code with database in one CD and Compiled programme with database in another CD after successful installation & operation. If programme is modified, tenderer has to provide both CDs with final Programme. 20. Tenderer will install & customize the IVRS Software as per UPNEDA requirement 2. Action of the calls through phone and website will be as per the UPNEDA requirement. Tenderer will Prepare a flow chart & take approval from the UPNEDA for Process flow. 22. Tenderer shall provide proper training to minimum 6 persons to operate & Work with IVRS and its all concerned Softwares 9

10 ANNEXURE-6. DETAILS OF INPUT SCREEN FOR COMPUTER (FOR GENERATING AUTOMATIC UID CODE). Head office/project Office 2. If District/Project Office Name of District 3. Name of Concerned Officer 4. Work Order no. & Date 5. Name of System/Product 6. Programme/Scheme 7. Financial Year 8. Calender Year 9. Vendor Name 0. Date of Code generation Automatic. Allotment no. Automatic 2. Name of issuing Officer Note : The above details may be modified at the time of development 0

11 ANNEXURE-6.2 Head Office / Project office Allotment no. Allotment of Unique ID Code by UPNEDA, Head Office, Lucknow District Name Work Order No and date Work Order Given by (Officer Name) Programme/Scheme Details Financial Year (xxxx-xxxx) Calendar Year Product Details Vendor Name Calendar Year (xxxx) System/Product Code Vendor Code Prog/Scheme Code No. of systems Unique ID Code Allotment date (xx/xx/xxxx) Allotment Details Uttar Pradesh New & Renewable Energy Development Agency VibhutiKhand, Gomti Nagar, Lucknow Copy to:- HO/Project officer, UPNEDA Note : The above details may be modified at the time of development NAME & DESG OF ISSUING OFFICER

12 Name of Firm/Developer : 7. TECHNICAL SPECIFICATIONS S.NO. ITEM DETAILS Computer Telephony Interface (CTI) 4 Port Card 2 Computer system with Licenced Operating System and Licenced Anti Virus valid for one year (Intel i5, TB-HDD, 4GB RAM, Compatible Intel motherboard, 7 TFT Monitor, DVD writer, Minimum 4 USB Port (2 front), Optical Mouse with Pad, Keyboad with having key with ` Symbol, Head Phone with Microphone, slim tower cabinet with stand, external speakers & Microphone with stand, (Good quality speaker & microphone (in headphone & external), so that call operator is comfortable in audio and voice quality) (Branded Preferably HP/DELL/LENOVO 3 UPS 800 VA with half hour backup (Branded preferably Neo power/luminous/ Microtek) 4 Domain Name allotment (without hosting space) User right etc will be with UPNEDA 5 Web hosting space min 0 GB 6 Licensed voice logger software 7 Facility of (Approximate up to 250 per day) 8 Facility of SMS Package (Quantity one lac) with unlimited validity 9 IVR Setup, and Complaint Management System (Including MIS Reporting, SMS, alerts etc.) and Automatic Creation of Unique Identification (UID) Codes for Systems Installed by UPNEDA and Letters informing to Concerned Officers 0 Comprehensive Maintenance of Complete Setup including Hardware, Software and related devices after warranty period/free services of one year. (After Successful Installation & Operation, firm will provide free services for one year on Complete IVRS setup including Softwares. In first year Firm/Developer May be required to do modifications etc. in MIS/Complaint management system in this setup) Note :-. Registration Paper, User Name and Password of control Panel of Domain name will be given to UPNEDA by the Tenderer. 2 ( Signature of Tenderer ) with seal

13 8. OTHER TERMS & CONDITIONS. After Successful Installation & Operation, firm will provide free services for one year as warranty on Complete IVRS setup including Hardware & Softwares. In first year Firm/Developer may be required to do modifications etc. in MIS/Complaint management system in this setup. 2. L (Lowest Rate) will be decided on the grand total of complete work (i.e. hardware, software, devices & comprehensive maintenance cost by UPNEDA. 3. If required, negotiation may be done with L by UPNEDA. 4. The validity of Offer should be 3 months from the date of Opening of Financial Bid. 5. An Agreement will be signed by UPNEDA & firm/developer regarding Allotment of Work & Maintenance of Hardware, Software & Other items before Issuing of Work Order. 6. EMD (Earnest Money Deposit) of successful bidder shall be released after 3 st March, 205 and EMD of rest bidders shall be released after finalization of tenders. If tenderer fails to complete the work within the requisite time, EMD shall be forfeited by UPNEDA. 7. SMS Package (Quantity one lac) with unlimited validity will be purchased first time. After consumption of this package new package will be purchased on existing market price at that time. 8. After warranty/free service period of one year, maintenance charges will be given. Tenderer will quote maintenance charges for one year (after warranty/free service period) UPNEDA have right to extend the maintenance period for next two years on the rate given by tenderer. 9. PAYMENT TERMS The payments shall be made as per the following terms and conditions:-. 25% of total Order Value in advance (against bank guarrantee) after issuing work order % after successful Installation & Commissioning. 3. Rest 5% after six months from the date of successful installation, Commissioning and satisfactory working of Complete System. 4. Maintenance Cost will be paid as per agreement. ( Signature of Tenderer ) with seal 3

14 PART-II FINANCIAL BID Name of Firm/Developer : (Amounts in Rupees) S.no Items Qty One Time charges Yearly Recurring Comprehensive Maintenance cost for one year (after free service/ warranty period of one year) Grand Total Computer Telephony Interface (CTI) 4 Port Card 2 (Intel i5, TB-HDD, 4GB RAM, Compatible Intel motherboard, 7 TFT Monitor, DVD writer, Minimum 4 USB Port (2 front), Optical Mouse with Pad, Keyboad with having key with ` Symbol, Head Phone with Microphone, slim tower cabinet with stand, external speakers & Microphone with stand, (Good quality speaker & microphone (in headphone & external), so that call operator is comfortable in audio and voice quality) (Branded Preferably HP/DELL/LENOVO 3 UPS 800 VA with half hour backup (Branded preferably Neopower/Luminous/ Microtek) 4 Domain Name allotment (without hosting space) User right etc will be with UPNEDA 4

15 S.no Items Qty One Time charges Yearly Recurring Comprehensive Maintenance cost for one year (after free service/ warranty period of one year) Grand Total Web hosting space 0 GB 6 Licenced voice loger software 7 Charges (Approximate upto 250 per day) 8 SMS Package (Quantity lac) with unlimited validity 9 IVR Setup and Complaint Management System (Including MIS Reporting, SMS, alerts etc.) & UID Code GRAND TOTAL GRAND TOTAL IN WORDS Note: The above rate are inclusive of all taxes, duties, service tax etc. and transportation at site UPNEDA, Head Office, Gomti Nagar, Vibhuti Khand, Lucknow ( Signature of Tenderer ) with seal 5