TOURISM CORPORATION OF GUJARAT LIMITED Tender No: TCGL/MR/ Document and processing Fee: Rs 5000/- Name of the Agency Tender for setting up and operation of a domestic inbound call centre as a helpdesk for providing information Sr. No. Work Last date for submission of Tender 1. Tender setting up and 10th June, 2014 at 3.00 operation of a domestic inbound pm call centre as a helpdesk for providing information Date of Opening of Tender 11th June, 2014 at 4.00 pm Tourism Corporation of Gujarat Limited, Block No. 16/17 4th Floor, UdyogBhavan, Sector-11, Gandhinagar - 382 011 Tel: +91 79 23222523/ 23222645/ 23220002 Fax: +91 79 23238908 Website: www.gujarattourism.com/tenders &www.nprocure.com Tourism Corporation of Gujarat Ltd Page 1
COMPETITIVE BIDDING FOR A DOMESTIC INBOUND CALL CENTRE SECTION I: INVITATION FOR BIDS 1. TCGL invites sealed bids from eligible bidders for setting up and operation of a domestic inbound call centre as a helpdesk to provide information related to various areas. Please note that this bid document is not for actual award of contract / work order but to call the rates as per the financial bid for Integrated IT solution. 2. Actual award of contract will follow the conditions as per this document. This document is given for enabling the bidders to know the tender conditions so as to guide them in filling up the technical bid and the quoting rates. 3. Important Information Sr. Information Details No. 1. Last date and time for submission 10/06/2014up to 1500 hrs of proposals (Technical and Note: Proposal must be submitted commercial) online on https://www.nprocure.com website. 2. Place, date and time for opening of 11/06/2014 up to 1600 hrs technical proposals Block No. 16/17,4 th Floor, Udyog Bhavan, Gandhinagar 3. Contact person for queries Mr.K.Biswas Manager(Marketing & IT) 4. Address and Addressee at which Proposal must be submitted online on proposals are to be submitted https://www.nprocure.com website. 5. Place, date and time for opening of The place, date and time for opening of financial/commercial proposal financial/commercial proposal will given to the technically qualified bidder later on. 6. Last date & Time for submission 10/06/2014up to 1500 hrs of EMD& Bid Processing Fees at TCGL in person 7. Rs.5,000/- (Rupees Five Thousand Only) in favor of Tourism Corporation of Gujarat Bid processing Fee Limited, Gandhinagar 8. EMD Rs 2,00,000/- (Two Lacs) only in favor of Tourism Corporation of Gujarat Limited, Gandhinagar 9 Security Deposit 10% of quoted amount by selected agency Tourism Corporation of Gujarat Ltd Page 2
4. In the event of the date specified for opening of bid being declared as a holiday the due date for submission of bids and opening of bids will be the following working day at the appointed times. 5. Financial bids of only those bidders who qualify on the basis of evaluation of technical bids will be opened. 6. Tenure is for two years and extendable for one more year depending upon satisfactory work and at the same quoted price by the bidder. SECTION II: INSTRUCTION TO BIDDERS (ITB) A. INTRODUCTION TCGL bids from capable service providers for setting up and operation of a domestic inbound call centre as a helpdesk providing information related to various areas. General Instruction All bids must be submitted online on https://www.nprocure.com website. The bid is non-transferable. The DDs of Bid Processing fee and Earnest Money Deposit will be submitted physically in within given time limit. Late submission will not be accepted. Technical bids should be opened of only those bidders who have submitted the EMD and Bid processing fee within the time limit given in Section I. The incomplete Bids will be rejected without giving any reason there of. All documents submitted in response to this Tender shall be signed by an authorized person. All papers shall be initialed by the said authority. Financial bids of only technically qualified bidders will be opened online. The successful bidder is required to do all prior work of recruitment and training of agents, test dialing etc. in 45 days time from the date of award of contract to them and should start the operation within this period. The Bidder shall bear all the costs associated with the preparation and submission of its bid, and TCGL will not be responsible or liable for these costs, regardless of conduct or outcome of bidding process. The Bidder is expected to examine all instructions, forms, terms and specifications in the bidding documents. Failure to furnish all information required by the bidding documents or submission of a bid not substantially responsive to the Tourism Corporation of Gujarat Ltd Page 3
biding documents in every respect will be at the Bidder s risk and may result in rejection of its bid. Consortium or joint ventures or tie-ups bids shall not be allowed throughout execution of work. 2 Scope of Work TCGL is desirous of outsourcing of Inbound Domestic Call Centre services for the convenience of the general public as the Public- Helpdesk related to inquiries related to following areas. 1. Tour Booking Information 2. Hotel Booking Information 3. Tourism Destination related queries & information 4. All the information related to Gujarat Tourism Call center would be operational 24X365 days. The call center agents taking the call should be well conversant with English, Hindi and Gujarati necessarily. It is expected that sufficient number of call center agents are hired to operate the Call center efficiently.. Based upon the response and caller traffic the successful bidder will be expected to put more agents at a notice of 28 days. CLIENT reserves the right to change the nos. of seats. ROLES AND RESPONSIBILITIES: Client s responsibilities: Client will provide training and information on Help-Desk related subjects of Tourism domain information/affairs. Successful Bidder s responsibilities: They will use their own premises or extends this facility in existing call center in either Ahmedabad or Gandhinagar. The cost of premises & recurring cost related to electricity, connectivity & all kind of utility services will be borne by the successful bidder for setting up & operation of this call center. The successful bidder will have to appoint one dedicated person stationed fulltime at TCGL office Gandhinagar during the entire tenure of the contract, to collect information and feed it to the call center. They will recruit, train (provide language and soft skills) and maintain the necessary staff in order to run the centre in full capacity at their own cost. The successful bidder will have to appoint one supervisor who will be nodal point for coordination with Client and also supervising the performance of the agents. The supervisor must be available 24/7 on mobile. Tourism Corporation of Gujarat Ltd Page 4
The Bidder need to sign the agreement and non disclosure agreement with Client for running the call centre. The successful bidder will have to put the necessary hardware and licensed application software including computers, routers, switches, networking etc. at their own cost. The Bidder will provide all Call Logs, Voice Logs, Voice recordings and other necessary details as required by Client. The Bidder will send bulk or specific e-mails from database as and when required. All the expenditure pertaining to the man-power deployed for call center operations and maintenance costs of all hardware/software will be borne by the successful bidder including the salaries and other benefits of the staff. The service provider will abide by the job safety measures prevalent in India and will free Client from all demands or responsibilities arising from accidents or loss of life the cause of which is the service provider s negligence. The service provider will pay all indemnities arising from such incidents and will not hold Client responsible or obligated. The service provider is responsible for managing the activities of its personnel and will hold himself responsible for any misdemeanors. The service provider will treat as confidential all data and information about Client, obtained in the execution of his responsibilities, in strict confidence and will not reveal such information to any other party without the prior written approval of Client. The successful bidder is required to do all prior work of installing the required hardware & software, recruitment and training of agents, test dialing etc. in 45 days time from the date of award of contract to them and should start operations within this period. The service provider will be responsible for Program Management activities like coordinating with the TCGL departments/offices (for information) and telecom service provider for smooth running of the operations. 3 Eligibility Criteria 3.1 The bidder should have a prior experience of minimum 5 years (as on 31 st March 2014) of successfully running a Domestic/International Inbound Call Centre and one of the call centers must be currently running and operational. Out of this, at least one year should necessarily have catering to Tourism /Hospitality firms specifically. Proof of the same has to be mandatorily submitted. The experience of running in house call center/help desk for bidder s own operations or their partner/associate s operation will not be counted. The experience of running the call center for third party Tourism Corporation of Gujarat Ltd Page 5
clients will only be considered. The bidder must attach registration Certificate. The bidder must have to submit the work order/agreement/client certification for the same. 3.2 The bidder must have total turnover of Rs.50 lakhs in each of last three preceding years ended on 31 st March 2014 from similar activity. The bidder must attach audited accounts of last three years as supporting documents. Un-audited accounts will not be considered. The bidder must attach the certificate from their Statutory Auditor certifying the total turnover from similar activity (Call Center operations) of Rs. 50 Lakhs in each of during last three years. The scanned copies of Profit & Loss Accounts and Balance Sheets of last three years and the detailed audited accounts of last three years ended on 31 st March 2014. 3.3 The bidder must have valid and relevant ISO certification. The copy of the certificate must be submitted in Technical Bid. 3.4 The bidder should not be under a declaration of ineligibility for corrupt and fraudulent practices issued by Government of Gujarat or any of it s PSU in the State of Gujarat or any other State Government in India or Central Government for the similar kind of project for providing Electoral Roll and management program. Certificate / affidavit mentioning that the Bidder/ Consortium Partner is not currently blacklisted by Government of Gujarat or any of it s PSU in the State of Gujarat or any other State Government in India or by the Central Government due to engagement in any corrupt & fraudulent practices for the similar kind of project for providing Electoral Roll and management program. Tourism Corporation of Gujarat Ltd Page 6
4 Amendment of Bidding Documents 4.1 At any time prior to the deadline for submission of bids, TCGL may, for any reason, whether its own initiative or in response to the clarification request by a prospective bidder, may change their bid online through https://www.nprocure.com. 4.2 In order to allow prospective bidders reasonable time to take into consideration the amendments while preparing their bids TCGL, at its discretion, may extend the deadline for the submission of bids. 5 Bid Currency 5.1 Prices shall be quoted in Indian Rupees only. 6 Bid Security: 6.1 The bidder must submit the DD of Rs. 5000/- towards tender processing charges and Rs. 2,00,000/- towards Bid Security amount/e.m.d. in sealed cover within the given time limit. The sealed cover should super scribe as Bid Processing fees & Bid Security/EMD for the tender for domestic Inbound Call centre of TCGL. Bid Processing fees & E.M.D. must be in the form of Demand Draft in the name of Tourism Corporation of Gujarat Limited. payable at Gandhinagar along with the covering letter. 6.2 Any bid not containing EMD as mentioned above will be rejected by TCGL as nonresponsive. 6.3 Unsuccessful bidder's E.M.D. will be discharged/ returned as promptly as possible. 6.4 10% of quoted amount by selected agency will be submitted as security deposit in favor of Tourism Corporation of Gujarat Ltd, Gandhinagar in form of Bank Guarantee. 7 Bid Validity: 7.1 Bids shall be valid till 180 days from the date of bid opening. A Bid valid for a shorter period shall be rejected by Client as non-responsive. In exceptional circumstances, TCGL may solicit the 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 period shall also be suitably extended. A Bidder may refuse the request without forfeiting its E.M.D. A Bidder granting the request will not be permitted to modify its bid. Tourism Corporation of Gujarat Ltd Page 7
8 Evaluation and comparison of Bids 8.1 For technical evaluation and comparison of the bids, all the bids will be evaluated against the eligibility criteria mentioned in this document. Client may scrutinize techno-commercial offers and evaluate capability of vendors through presentations, demonstration, documents. etc if required. 8.2 Financial bids of only those bidders who qualify on the basis of evaluation of technical bids will be opened. Only with tax values will be considered for financial evaluation. The work would be awarded to the agency with lowest financial bid. 8.3 Client may visit the location of the bidder for verification if required and bidder must co-ordinate and cooperates during such visit 9 Award Criteria 9.1 TCGL will award the contract to the successful bidder decided as per the evaluation procedure mentioned above. 9.2 TCGL reserves the right to award the contract to the Bidder whose bid may not have been determined as the lowest evaluated bid, provided further that the Bidder is determined to be qualified to perform the contract satisfactorily. 10 Corrupt or Fraudulent Practices. 10.1 Client requires that the bidders under this tender observe the highest standards of ethics during the processing and execution of such contracts. In pursuance of this policy, Client defines for the purposes of this provision, the terms set forth as follows: a. Corrupt practice means the offering, giving, receiving or soliciting of anything of value to influence the action of the public official in the tender process or in contract execution; and b. Fraudulent practice means a misrepresentation of facts in order to influence a tender process or a execution of a contract to the detriment of Client, and includes collusive practice among bidders (prior to or after bid submission) designed to establish bid prices at artificial non-competitive levels and to deprive Client of the benefits of the free and open competition; 10.2 Client shall reject a proposal for award if it determines that the Bidder recommended for award has engaged in corrupt or fraudulent practices. Client Tourism Corporation of Gujarat Ltd Page 8
may also consider black listing and/or debarring for further participation in any tender process of Govt. of Gujarat. 10.3 Client shall declare a firm ineligible, and black listed either indefinitely or for a stated period of time, to be awarded a contract if it at any time determines that the firm has engaged in corrupt and fraudulent practices in competing for, or in executing, a contract. SECTION III GENERAL CONDITIONS OF CONTRACT (GCC) 1 Use of Contract Documents and Information 1.1 The service provider shall not, without TCGL s prior written consent, disclose the Contract, or any provision thereof, or any specification, plan, drawing, pattern, sample or information furnished for operations of call center or for the knowledge of agents in performance of the Contract. Disclosure to any such employed person shall be made in confidence and shall extend only so far as may be necessary for purposes of such performance. 1.2 Any document, other than the Contract itself, given to the service provider shall remain the property of TCGL and shall be returned (in all copies) to TCGL on completion of the service provider s performance under the Contract if so required by TCGL 2 Payment The payment will be made on monthly basis. Monthly Payments will be made on submission of Bill on the basis of log sheet. 3 Penalty 3.1 In case the infrastructure is not installed within 45 (forty five) days from the date mentioned in the confirmed work order, penalty shall be imposed at the rate of Rs. 500 per day. 3.2 In the event of equipment/system failure, the Service Provider shall make alternate arrangement at their own cost and ensure that the call center runs interruptedly and smoothly. During the period of failure and making arrangement of alternate Call Center, the service provider shall make suitable arrangement as Tourism Corporation of Gujarat Ltd Page 9
agreed by the Client. If the call center goes down because of reasons other than those envisaged in Forece Majeure clause, for every hour of nonfunctioning, one day s charges shall be deducted from the Service Provider s claim. If the Call Center remains down for 12 hours then no payment shall be made to Service Provider for services during that month. 3.3 The Service Provider shall maintain full confidentiality of the data supplied while answering TCGL customer queries/complaints. Under no circumstances the Service Provider shall divulge/reveal/share such data for the purpose other than for meeting TCGL Customers requirement. Any violation of this confidentiality clause may result in instant termination of the contract and Service Provider shall pay liquidated damage of Rs. 10, 00,000/- (Rupees Ten Lacs) to TCGL and TCGL shall reserve the right to blacklist the Service Provider on all Gujarat bases. The decision of TCGL shall be final in this regard and binding on the Service Provider. 3.4 TCGL may decide and impose any other penalty on Service Provider in case of nonperformance of any other Clause of agreement 4 Termination for Insolvency 4.1 Client may at any time terminate the Contract by giving written notice to the service provider, if the service provider becomes bankrupt or otherwise insolvent. In this event, termination will be without compensation to the service provider, provided that such termination will not prejudice or affect any right of action or remedy which has accrued or will accrue thereafter to Client. 5 Information Terms & Conditions 5.1 Selected agency will have to sign an agreement with Tourism Corporation of Gujarat Ltd. On appointment, the successful agency will meet with the Corporation to discuss commencement of the contract and agree objectives and reporting arrangements. We will discuss and agree how the services we expect will be measured and evaluated 5.2 Tenders received after the due date and time will not be considered. Managing Director, Tourism Corporation of Gujarat Limited, Gandhinagar reserves the right to accept or reject any tender or its part as per rules. 5.3 For any query or clarification the interested agencies may mail there queries at marketing@gujarattourism.com before submitting the tenders. Tourism Corporation of Gujarat Ltd Page 10
5.4 Where ever specific terms and conditioned have not been spelt out in tender document, General Finance and Accounts Rules of the state government shall apply. 5.5 The Bid as per details given above should be submitted to the Manager Marketing, Tourism Corporation of Gujarat Limited, Block No. 16& 17, 4th Floor, UdyogBhavan, Sector 11,Gandhinagar 382 011 on or before 10/6/2014 by 3:00 pm. 5.6 The bid should be spiral or hard bound only. Loose documents will not be accepted. 5.7 The Gujarat Tourism reserves the right to place an order for the full or part quantities under any items of work under scope of work. 5.8 Telegraphic bids or bids through fax shall be treated defective, invalid and rejected. Only detailed complete bids in the form indicted in relevant clause above received prior to the closing time and date of the bids shall be taken as valid. 5.9 Any bid received by the Corporation after the deadline of submission of bids will be returned unopened to the bidder. 5.10 The bid prepared by the bidder shall comprise the following documents: (a) Tender Fee and EMD (Physical as well as Scanned copy online) (b) Technical Bid (Physical submission of technical document- duly filled, signed and stamped). (d) All details & documents as asked in tender document and annexures (e) Price Bid (Online only). TCGL reserves the right to accept or reject any/all applications, in part or in full. Tourism Corporation of Gujarat Ltd Page 11
SECTION IV: WORK SPECIFICATIONS 1. Background Tourism Corporation of Gujarat Limited (TCGL) is responsible for managing tourism across the state of Gujarat under the Tourism Department of Gujarat. The following are the partial roles of TCGL: Identifying tourism potential in the State Undertaking the task of developing tourism and related commercial activities Maintaining and upgrading tourism infrastructure and hotel projects with the help of privatized professional services Encouraging investment for development of tourism-related infrastructure. The following are the partial list of services provided by TCGL: Implements policies to promote tourism in the state Acts as a centre for information and dissemination of promotional literature Works as an agency for liaison between private investors in the tourism sector and relevant Government departments Organizes transportation, packaged tours, wayside catering along the national and state highways Arranges cultural and food festivals Organises tourism-related exhibitions 2. Objective: Through setting up Call Center, TCGL wishes to achieve the following: Centralized helpdesk management and operations capability Central infrastructure to build central repository of information / data Trustworthy environment, where Tourists can conduct secure interaction in confidence. Easy and multi-channel access to Tourists for interacting with government 3. Scope of Proposed System This Call Centre will represent the Gateway to various resources in the area of Tourism in Gujarat. Instead of dialing individual numbers, this facility will provide a single point of contact to citizen through a toll free number and connects the call to the respective domain experts. Through the initial dialing, the call will be diverted to the agent who is handling that particular area and then that agent will be liable to provide correct answer/ information about the query to the caller. Tourism Corporation of Gujarat Ltd Page 12
4. Quality Assurance 4.1 Call Recording and Monitoring All calls received by the agents second by second will be recorded using the TCGL, enabling electronic transfer of the recorded calls (*.wav files) to Client via email within 24 hours upon request. These same recorded calls will also be sent to Client on CD-ROM when required. Such calls will also be used for agent training & coaching for which supervisor will listen to calls for improving the performance of agents. 4.2 Call Verification Calls will be made available for the Client staff to check them at all times. Tourism Corporation of Gujarat Ltd Page 13
TECHNICAL BID- PART A 1. Name & Address of the firm, Tel/ Fax/Email Details 2. Date of Establishment of Company (enclose evidence) 3. Total work experience (In years) 4. Office in Gujarat. Details if any 5. Is your firm a Proprietorship / Partnership or registered under The Companies Act. Please give details & enclose Certificate 6. Branches (Enclose details with address & Telephone No.) 7. Details of Income Tax Registration : Enclose PAN Details 8. Service Tax Registration Details and enclose copy of latest service tax clearance certificate 9. The bidder should have a prior experience of minimum 5 years (as on 31 st March 2014) of successfully running a Domestic/International Inbound Call Centre and one of the call centers must be currently running and operational. Out of this, at least one year should necessarily have catering to Tourism /Hospitality firms specifically. Proof of the same has to be mandatorily submitted. The experience of running in house call center/help desk for bidder s own operations or their partner/associate s operation will not be counted. The experience of running the call center for third party clients will only be considered. The bidder must attach registration Certificate. The bidder must have to submit the work order/agreement/client certification for the same. Tourism Corporation of Gujarat Ltd Page 14
10 The bidder must have total turnover of Rs.50 lakhs in each of last three preceding years ended on 31 st March 2014 from similar activity. The bidder must attach audited accounts of last three years as supporting documents. Un-audited accounts will not be considered. The bidder must attach the certificate from their Statutory Auditor certifying the total turnover from similar activity (Call Center operations) of Rs. 50 Lakhs in each of during last three years. The scanned copies of Profit & Loss Accounts and Balance Sheets of last three years and the detailed audited accounts of last three years ended on 31 st March 2014 11 The bidder must have valid and relevant ISO certification. The copy of the certificate must be submitted in Technical Bid. 12 The bidder should not be under a declaration of ineligibility for corrupt and fraudulent practices issued by Government of Gujarat or any of it s PSU in the State of Gujarat or any other State Government in India or Central Government for the similar kind of project for providing Electoral Roll and management program. Certificate / affidavit mentioning that the Bidder is not currently blacklisted by Government of Gujarat or any of it s PSU in the State of Gujarat or any other State Government in India or by the Central Government due to engagement in any corrupt & fraudulent practices for the similar kind of project for providing Electoral Roll and management program. Sign and Seal of Bidder Tourism Corporation of Gujarat Ltd Page 15
ANNEXURE B: FINANCIAL BID (To be submitted through Nprocure only) Physical submission of financial bid will automatically be disqualified Sr. ITEM Rate in No. Rs. 01 Total cost as per scope of work for period of 1 st year 02 Total cost as per scope of work for period of 2 nd year 03 Taxes Gross Final Cost(1+2+3) Tourism Corporation of Gujarat Ltd Page 16