Request for Proposal Outsourcing of Inbound Contact Center and Related Services Important Dates Particulars Publication of RFP on SBI Life website and advertisement in Financial Express Mumbai edition Last date for receiving queries Pre-Bid Meeting Last date of submission of Technical and Commercial proposal Tentative Dates for Site Visits and Technical Presentation for short listed RFP participants Tentative Dates for opening of commercials submitted by short listed RFP participants Date 06-Feb-2015 & 09-Feb-2015 12-Feb-2015 13-Feb-2015 20-Feb-2015 Between 24 th to 28 th Feb-2015 05-Mar-2015 RFP/Inbound/1.2/31012015 Page 1
1. INTRODUCTION Request for Proposal SBI Life is a joint venture between the State Bank of India and BNP Paribas Cardiff of France. SBI Life is registered with an authorized capital of Rs. 2000 cr. and a paid up capital of Rs. 1000 cr. State Bank of India owns 74% of the total capital and BNP Paribas Cardiff the remaining 26%. State Bank of India Group is the largest banking group having the unrivalled strength of over 18,000 branches across the country, arguably the largest in the world. BNP Paribas Cardiff is the insurance arm of BNP Paribas - Euro Zone s leading Bank. BNP Paribas, as part of the world s top 10 group of banks by market value and part of Europe s top 3 banking companies, is one of the oldest foreign banks with their presence in India dating back to 1860. BNP Paribas Cardiff is the fourth largest life insurance company in France, and a worldwide leader in Creditor insurance products, offering protection to over 50 million clients. BNP Paribas Cardiff operates in 41 countries mainly through the Bancassurance and partnership model. SBI Life s mission is to emerge as the leading company offering a comprehensive range of life insurance and pension products at competitive prices, ensuring high standards of customer satisfaction and world class operating efficiency, and become a model life insurance company in India in the post liberalization period. 2. OBJECTIVE 2.1 SBI Life Insurance Company Limited, hereinafter referred to as SBI Life invites proposals from interested participant(s) of repute belonging to the Call Center/BPO industry for providing services for Inbound Contact Center and related activities. 2.2 SBI Life intends to empanel multiple service providers operating from two different locations. One facility from one service provider shall be in Mumbai/Navi Mumbai/Thane area and second facility by another service provider can be in any of the prominent cities in Southern India States preferably in Hyderabad/Chennai/Bengaluru. 2.3 Interested participants can apply for one location only i.e. either for Mumbai/Navi Mumbai/Thane or for any of the prominent cities in Southern India States preferably in Hyderabad/Chennai/Bengaluru but not for both locations. 2.4 This RFP is not an offer by SBI Life, but only an invitation for responses from interested participants. No contractual obligation of whatsoever nature shall arise from the RFP Process unless and until a formal contract RFP/Inbound/1.2/31012015 Page 2
3. SCOPE Request for Proposal is signed and executed by the duly authorized signatories of SBI life and the selected Participant(s). SBI Life is looking at a service solution that comprises of activities as detailed in following paragraphs. 3.1 Voice Process 3.1.1 Handling multilingual inbound voice calls from SBI Life policyholders between 09.00 AM to 09.00 PM on all 7 Days of week throughout the year. The working hours may be extended in future depending upon the business needs and experience of SBI Life. 3.1.2 Printing and dispatch of various receipts/certificates as requested by the customers and proper tracking of the same. 3.1.3 Managing outbound calls originating from an inbound call/request from policyholders/prospects. 3.1.4 Submitting the reports as required by SBI life. 3.2 Non-Voice Process 3.2.1 Managing the queries received through emails from the policyholders as per prescribed process. 3.2.2 Closing the queries as per prescribed TAT 3.3 Minimum seat requirement is 30 seats per location inclusive of Voice and Non-Voice processes. However actual utilization and arrangement of seats at both locations shall be as per business needs of SBI Life. 3.4 SBI Life expects the interested participant(s) to propose and provide end to end solution for the activities covered in the scope. The solution proposed should conform to the best industry standards and practices. 3.5 It shall be the responsibility of the interested participant(s) to ensure that they possess necessary skills, expertise, manpower, infrastructure, licenses, approvals in case of any third party patents, trademark, copyrights, and intellectual property rights. Any statutory or regulatory approvals and compliances thereof shall be the sole responsibility of the participant(s). SBI Life shall not be a party to any violation of any Laws/Regulations/Statutes / Intellectual Property Rights of whatever description by the participant(s). RFP/Inbound/1.2/31012015 Page 3
4. ELIGIBILITY Request for Proposal 4.1 Companies that are currently empanelled for outbound calling and related services are not eligible to participate in this RFP. 4.2 Interested RFP Participants : 4.2.1 Must be a company registered under Companies Act 1956/2013 (as amended from time to time). 4.2.2 Preference will be given to companies having positive profits in at least two out of last three completed financial years as on 31-March- 2014 (to be substantiated with copy of audited balance sheets). 4.2.3 The annual turnover of the interested participant should at least be Rs. 100 Crore INR in each of the last three completed financial years as on 31-March-2014. 4.2.4 Must have prior experience of a minimum of 5 years with a proven capability in providing all the activities outlined in the scope 4.2.5 Must have executed a minimum of 3 projects involving inbound calling process of similar nature for established and reputed companies in BFSI segment and at least one of them should be from Life Insurance industry. 4.2.6 Must have a fully functional multilingual Call Centre facility with at least 300 operational seats either in Mumbai/Navi Mumbai/Thane area or in any of the prominent cities in Southern India States preferably in Hyderabad/Chennai/Bengaluru as the case may be. 4.2.7 Should not be an Insurance Broker or Corporate Agent of any Insurer or any of the Directors of the Company should not be having any insurance agency. Further, the participant(s) must give an undertaking that they do not have any Insurance Broker license or any Corporate Agency license and that none of their Directors have any insurance agency. This is an essential prerequisite for considering the proposal of the Participant(s). Further, the selected/empanelled participant(s) or any of their Directors should not obtain any insurance license either as a Broker or an Agent [Individual or Corporate Agency] during the term of the agreement with SBI Life and for a period as stipulated in the SLA, subsequent to the termination of the contract with SBI Life. 4.2.8 It is preferred that the RFP participant should have necessary quality system certifications in place as on date of application to this RFP. 5. PRE-REQUISITES & COMMITMENTS 5.1 The toll free numbers, call routing infrastructure, IVR and CRM application will be provided by SBI Life. Thus the RFP is floated to select suitable RFP/Inbound/1.2/31012015 Page 4
service provider(s) who will provide fully equipped work stations in terms of space and Call Center Executives along with basic infrastructure like head phones / soft phones and who are capable of providing efficient and effective services that match the best in the service industry. 5.2 Empanelled participants shall be required to initiate necessary efforts/preparation for the transition, if applicable, immediately on receipt of Letter of Intent from SBI Life. 5.3 Empanelled participants shall also ensure that Master and Service Level Agreements are signed and executed with 6 weeks from receipt of the Letter of Intent. 5.4 Interactive Voice Response (IVR) Handling 5.4.1 The IVR will be maintained by SBI Life for routing the calls. The IVR provides facility to enquire on relevant policy related information. The IVR is available round the clock to policyholders. Only those calls will be routed to the Call Center Executive where personal intervention is required to answer to the query within the defined working hours. 5.5 Knowledge and Performance Management 5.5.1 SBI Life will disseminate relevant information to manage the stated processes to the empanelled participants. Communication of process changes, new initiatives etc. would also be timely disseminated. The empanelled partner will keep SBI Life informed of any information unknown to SBI Life and that comes by way of customer interaction. 5.5.2 Formal monthly performance reviews would be scheduled between the empanelled participants and SBI Life. The empanelled participants would be required to present the performance of previous month with detailed root cause analysis and suggested action plans for improvement. SBI Life will communicate the schedule of reviews at least 7 days in advance for due readiness. 5.6 Network, Connectivity and Systems 5.6.1 MPLS connectivity will be provided by SBI Life. 5.6.2 At the proposed location, RFP participant(s) shall ensure availability of a minimum of two MPLS Telecom Service providers from the list RFP/Inbound/1.2/31012015 Page 5
given below with ready to serve status with Last mile inside "Meet me room" or " Telecom Room" in RFP participant s premises, 5.6.2.1 Reliance Telecom 5.6.2.2 Tata Communications 5.6.2.3 Airtel 5.6.2.4 Sify 5.6.2.5 Vodafone 5.6.3 In case of non compliance with the above point, compensatory prerequisites with unconditional and immediate permission to be made available for 5.6.3.1 Roof top/terrace access for installation and maintenance of WAN devices of two service providers. 5.6.3.2 Permission to install two mask/tower/pole of height 3/6/9 Meters 5.6.3.3 Permission for Cable Entry in the Ducts. 5.6.3.4 Permission for digging and pulling cable from compound wall till building cable duct/chamber. (Wall puncture may be require for cable inlet) 5.6.3.5 Permission of drilling holes in Walls for Entry of OFC, Power, Earthing, Copper cables etc 5.6.4 Allocation of following Infrastructure in Contact Center s "Meet me Room" or " Telecom Room", 5.6.4.1 Telecom room should be away from wet area and should have access control. 5.6.4.2 Smoke detector / fire alarm system in Server Room. 5.6.4.3 Hosting rack space of 8 U to mount two Routers & two PoE. 5.6.4.4 Hosting Rack should have one tray to install or to keep telecom equipment. 5.6.4.5 Hosting Rack should have dual source power supply input with Static Switch to give single source power output to IT equipments. 5.6.4.6 5 vacant power distribution points in PDU/power switch for WAN equipments of 5 amp socket. 5.6.4.7 Power supply should be supplied through UPS system with adequate power backup. 5.6.4.8 24 x7 Availability of AC in server/network room. 5.6.4.9 Phone connection and instrument in Server Room. 5.6.4.10 Earth & Neutral potential measure in voltage should be less than 2 volts. 5.6.4.11 In-building cable patching for PRI line or MPLS line from service provider mux to Router or to Telephony MDF for distribution to agent should be done by RFP participant. RFP/Inbound/1.2/31012015 Page 6
5.6.5 SBI Life may required to apply and Maintain PRI line for outgoing calls with following pre-requisite 5.6.5.1 Participant has to provide no objection certificate to apply PRI at Participant premises on name of SBI Life. Any associated document related to application of PRI/Telephone/Connectivity on part of premises owner should be made available on demand as per TRAI guidelines 5.6.6 Participant's Network technical team should help in following during troubleshooting of MPLS or PRI line for fault resolution in last mile terminated at Participants premises. 5.6.6.1 24x7 Access to Telecom Service Provider inside premises for troubleshooting connectivity issues. 5.6.6.2 Call logging for fault in local circuits of PRI and Telephone. 5.6.6.3 Helping Telecom Service Provider's technicians in showing cable path or allowing roof top access for troubleshooting. 5.6.7 Following LAN environment requirement to be complied in Participants LAN Segment 5.6.7.1 Local LAN IP schema should be configured as per SBI Life IP pools 5.6.7.2 Participants DNS should include resolution for SBI Life recommended websites for resolution in RFP Participant s AD environment 5.6.7.3 Separate VLAN segment for PC's should be configured for SBI Life s processes 5.6.7.4 PCs made available to Call Center Executives should have minimum 2 GB RAM, Windows 7 OS, IE 8, latest version of Mozilla 5.6.7.5 RFP Participants should have a functional Network Monitoring System in place for monitoring up-time and performance of LAN switch port and WAN ethernet port on a continuous basis 5.6.7.6 SIP enabled Soft phones (Codec 976 compliant) and headsets 5.7 At least one official of the SBI Life shall be permanently posted at the empanelled participant s facility during the tenure of contract. The participants will have to provide an appropriate place, a dedicated telephone line with STD facility as per SBI Life requirements. The telephone expenses shall be reimbursed by SBI Life for usage by its employee(s) stationed at service provider s facility RFP/Inbound/1.2/31012015 Page 7
5.8 Supervisory Set up 5.8.1 Empanelled participants shall be required to maintain following supervisory ratio at all the time during the contract 5.8.1.1 Call Center Executive to Team Leader/Supervisor Ratio : 15:1 5.8.1.2 Call Center Executives to Trainer Ratio : 15:1 5.8.1.3 Call Center Executives to Subject Matter Expert Ratio : 30:1 5.8.1.4 Call Center Executives to Quality Assurance Ratio : 15:1 5.8.1.5 Team Leader/Supervisor to Manager Ratio : 2:1 5.9 Scalability 5.9.1 SBI Life will share quarterly forecast for both the processes. This forecast shall be flexible and if at any point of time for any reason the calls / mails exceed the given forecast, the same shall be revised and the empanelled participant would need to adjust staffing and resources. 5.9.2 Interested participants should have capability to scale up or scale down operations based on the volume. 5.9.3 Spike in volumes is expected in the processes at the end of a financial year primarily in the months of December, January, February and March. 5.9.4 Peak Loads are likely to be experienced as below Monday to Saturday Sunday and Holidays - 1000 1300 hrs - 1900 2030 hrs - 1100 1300 hrs - 1700 1900 hrs 5.10 Reports 5.10.1 Following reports should be provided as per requirements of SBI Life. Indicative list of such reports is 5.10.1.1 Daily Call Center Executive Activity Report (includes login count, login timings, number of calls etc.) 5.10.1.2 Daily Call Analysis Report 5.10.1.3 Fatal error reports 5.11 Transition Management 5.11.1 The new Contact Center set up is proposed to be made operational tentatively during April-May 2015. RFP/Inbound/1.2/31012015 Page 8
5.11.2 The interested RFP participants are required to submit a write up on Transition Management giving details of 5.11.2.1 Proposed Transition Schedule with necessary details including lead time required for go live 5.11.2.2 Methodology proposed for transition 5.11.2.3 Experience and qualifications of the people handling the transition including professional training and experience 5.11.2.4 Details of dedicated Transition Manager 5.11.2.5 Resource requirement (dedicated or non dedicated) from SBI Life. 5.11.2.6 Relevant case studies (one or two) for transitions conducted for voice and email related projects along with proposed and achieved time lines. 5.11.2.7 Identification of external dependencies for transition with categorization as Critical, Severe and Manageable. 5.11.2.8 Assumptions and commercial dependencies should be clearly stated. 5.12 Resource Engagement & Training 5.12.1 Resources to be engaged for SBI Life processes shall comply with following eligibility criteria : 5.12.1.1 Must have attained 18 years of age 5.12.1.2 Must not have any criminal record or proceedings pending or in process in any court of law 5.12.1.3 Educational Qualification: At least a 10+2 or a Graduate 5.12.1.4 Minimum 1 Year of work experience is a must in a similar function/process in a call centre. 5.12.1.5 Proficient in verbal and written communication in English, Hindi and at least one regional language 5.12.1.6 Basic computer operating skills 5.12.1.7 Accent free speech 5.12.1.8 Positive attitude with a flair to go the extra mile or to go out of the way to help customers without compromising or deviating from the stated processes and time lines 5.12.2 The empanelled participants will have to submit following information for each Call Center Executive proposed to handle SBI Life voice and non-voice process during the on-boarding stage. In case SBI Life finds any candidate unfit, that candidate should not be allowed to handle the processes. 5.12.2.1 Result of the background check of the candidate 5.12.2.2 Educational qualifications 5.12.2.3 Work Experience RFP/Inbound/1.2/31012015 Page 9
5.12.3 Each Call Center Executives will be required to score minimum 80% in the test to be conducted by SBI Life for assessing the product and process knowledge gained during the training. The Call Center Executive will not be allowed to handle the voice or non-voice process unless he clears the test. Not more than 2 (Two) attempts will be allowed to the Call Center Executive to clear the test. 5.12.4 The initial training will be provided to the empanelled participants trainers before the transition by SBI Life. SBI Life will station one or two officials for the initial two-three batches to supervise the training process. Thereafter the training team of the empanelled participants should take over the training for any future batches. 5.12.5 Call Center Executives must be cross trained to handle both the processes as detailed in Scope. 5.12.6 Training Need Analysis should be shared monthly with SBI Life and training to be customized to reflect SBI Life s Vision-Mission-Values, business and processes. 5.12.7 All costs associated with training of new entrants to the process will be borne by the empanelled participants. 5.12.8 Shadow resources Participant would maintain a minimum of 10% shadow Call Center Executive resources at all times. 5.13 Compliance and Responsibilities 5.13.1 SBI Life s Outsourcing Policy operates within the ambit of IRDA Guidelines on Outsourcing by Insurance Companies as amended from time to time. The selected participant(s) will have to conform the compliance to the IRDA guidelines as applicable to the activity/service being provided by the empanelled participant. 5.13.2 The empanelled participant will have to facilitate the inspection of records, facilities, systems and process audit if mandated and carried out by the IRDA or any organization/firm/company authorised by IRDA to conform to the periodic compliances. SBI Life shall make an earnest effort to communicate such inspections/audits to the empanelled participants well in advance. However the empanelled participant must be in state of constant readiness to facilitate such inspection/audit by IRDA any organization/firm/company authorised by IRDA. RFP/Inbound/1.2/31012015 Page 10
5.13.3 The empanelled participant shall ensure adherence to SBI Life Information Security Guidelines as applicable and amended from time to time. SBI Life shall share such guidelines with short listed participants at an appropriate time. 5.13.4 SBI Life may also conduct periodic audits on its own or through any organization/firm/company duly authorised by SBI Life, of the systems and process as applicable to the scope of activities outsourced to the empanelled participants. 5.13.5 Responsibility for compliance with all extant regulatory rules and regulations as applicable shall rest with the empanelled participants. 5.14 Indicative Service Level Agreements Particulars 5.14.1 Empanelled participants will have to adhere to the process and service quality parameters as laid down by SBI Life. These parameters will be covered in the SLA in detail. The participant should make known the action points in place to improve quarter on quarter performance and the sustainability practices adopted. 5.14.2 Voice Process Abandon Rate <=3% Call Pick up Average Handling Time Fatal Error Call Quality Desired Service Quality 90% of the calls should be answered within 10 seconds 300 seconds Not exceeding 3% of the volume To be within the parameters agreed upon. Penalty Breach in SLA may attract penalty 5.14.3 Non Voice process Particulars TAT First Resolution Time Desired Service Quality 99% of the total emails received at Contact Center must be processed within 2 days of email receipt 95% of the total emails received at Contact Center as against the total eligible emails to be handled within 2 days of email receipt RFP/Inbound/1.2/31012015 Page 11
Fatal Error Email Quality Penalty Not exceeding 3% of the volume To be within the parameters agreed upon. Breach in SLA may attract penalty 5.15 Penalty will be defined in terms of percentage of the monthly invoice value as per the grid below. Sr. No. SLA Abandon Rate Penalty Weightage > 3 % < = 5 % 3% 1 Abandon Rate > 5 % < = 8 % 4% 10 > 8 % 5% 2 < 90% > = 86 % 3% % of call picked up < 86% > = 82 % 4% in 10 seconds < 82 % 5% 10 > 3 % <= 4 % 3% 3 Fatal errors > 4 % < = 5 % 4% 25 > 5 % 5% 4 > 90 % < = 95 % 3% Call & email > 86 % < = 90 % 4% Quality < = 85 % 5% 20 5 > 90 % < = 95 % 3% First Time > 86 % < = 90 % 4% Resolution (FTR) < = 85 % 5% 15 % of total emails < 99 % > = 95 % 3% 6 resolved within 2 < 95 % > = 91 % 4% 5 day TAT < = 90 % 5% Complaints cases > = 20 < 30 3% 7 voice and non > = 30 < 40 4% 5 voice > = 40 5% Average Handling > = 300 < 330 3% 8 Time within 300 > = 330 < 360 4% 10 seconds > = 360 5% Total 100 5.16 Empanelled participant(s) shall be required to put in place necessary security and all possible safeguards to maintain necessary confidentiality of data and/or information received in any form from SBI Life. The empanelled participant(s) shall be required to submit the details of all safeguards in place at its facility before commencement of the proposed activity. The empanelled participant(s) shall have to abide by SBI Life RFP/Inbound/1.2/31012015 Page 12
Information Security Policy for the activities that shall be carried out for SBI Life. The Service Provider shall be liable for any violation of the SBI Life IT & IS policy, standards & procedures. 6. RESPONSE TO RFP 6.1 The interested participant(s) may apply either for Location 1 (Mumbai/Navi Mumbai/Thane area) or for Location 2 (preferably Hyderabad/Chennai/ Bengaluru) only. The technical proposal must clearly indicate the choice of location. 6.2 RFP participant needs to apply for both activities as detailed in the Scope i.e. Voice and Non-Voice processes. Proposals submitted for either scope only shall be rejected. 6.3 The participant(s) should submit technical and commercial proposals in response to this RFP in sealed and separate envelopes, super scribed as Technical Proposal for Inbound Contact Center Location 1 / 2 and Commercial Proposal for Inbound Contact Center Location 1 / 2 as applicable. 6.4 The Technical Proposal should contain information necessary to establish the credentials for the solution being offered by the participant(s). The information to be covered is indicated below. Requisite documentary evidence needs to be enclosed. 6.4.1 Brief Company overview. 6.4.2 Management details including ownership pattern, share holding, whether a listed company etc. 6.4.3 Business performance during last three completed years along with brief summary of audited financial results 6.4.4 Details of industry awards, recognitions, affiliations and certifications, if any. 6.4.5 Information on the BFSI industry exposure, projects executed. 6.4.6 List of existing clientele with overview of support provided on projects undertaken for them of similar nature and nature and duration of such projects. 6.4.7 References from clientele currently using the services defined in the Scope. RFP/Inbound/1.2/31012015 Page 13
6.4.8 Address of each of the existing fully functional operational facilities along with services provided to existing clientele in respective locations and capacity 6.4.9 Name, designation and contact details of the authorized official from the participant(s). 6.4.10 Lead time required to start the activities (in weeks) under the Scope. 6.4.11 Details of Quality System certifications, if any. 6.4.12 The Participants should also give the details of the penalties imposed if any, during the last five years by various legal, regulatory and Statutory Authorities for violation of or non-compliance with any regulations, statutes etc of whatsoever description. The Participants should also furnish the details of any penalties of whatsoever nature imposed on any of their Directors during the last 5 years and this statement should be signed by the CEO of the Company or by any Director of the Board duly authorized in this behalf. The certificate has to be furnished even if there are no penalties imposed. 6.5 Technical Proposal shall be arranged in following order and submitted as one set 6.5.1 Technical Overview (Annexure IV ) 6.5.2 Write up on Transition Management (Refer 5.11) 6.5.3 Non Disclosure Agreement (Annexure II) 6.5.4 Undertaking regarding not having Corporate Agency/broker license (Annexure III - Refer 4.2.9) 6.6 All pages of the proposal shall be initialed by the person(s) signing the proposal. 6.7 The Commercial Proposal must contain the charges proposed in the prescribed format only. The commercial proposal format is provided in the Annexure I to this RFP. 6.8 All proposals and supporting documentation shall be submitted in English. 6.9 The cost should be quoted in Indian Rupees only and should be exclusive of the applicable taxes. Relative cost, cost as a percentage to some other factor is not acceptable in the commercial format. Tax Deduction at Source (TDS), as applicable, will be deducted by SBI Life. RFP/Inbound/1.2/31012015 Page 14
6.10 The Commercial proposal is required to be submitted separately in a sealed envelope and No other document should be submitted with the Commercial proposal. 6.11 In case the technical or commercial proposal is incomplete in any respect, SBI Life reserves the right to reject such proposals summarily. 6.12 The last date for submission of technical and commercial proposal is 20- Feb-2015 before 6.00 pm. The proposal should be submitted in separate and sealed envelope to Country Head Renewal & PCO - FIU SBI Life Insurance Co Ltd 2nd Floor, Kapas Bhavan Plot No.3 A, Sector 10 CBD Belapur, Navi Mumbai 400614 Tel: +91 22 6645 6000 (Board) 6.13 The proposal received through fax, email or any other electronic media shall not be considered. 6.14 SBI Life shall not be responsible for non-receipt of proposal(s) within the specified date and time, due to any reason whatsoever. Proposals received after the stipulated time or incomplete in any respect will be summarily rejected. 6.15 SBI Life reserves the right to accept or reject any proposals without assigning any reason thereof and SBI Life s decision in this regard will be treated as final. SBI Life also reserves its right to withdraw the RFP process at any stage without assigning any reasons thereof. No communication in any form shall be entertained in this regard. 6.16 SBI Life reserves the right to disqualify the Participants blacklisted by State/ Central Govt. Undertakings/Public Sector Units or whose contracts have been terminated on account of poor performance, if any such information comes to the knowledge of SBI Life at any stage either during the tendering process or after short listing the Participant or at any time thereafter. 6.17 Bids in consortium are strictly prohibited. RFP/Inbound/1.2/31012015 Page 15
6.18 The Participant(s) should submit their response to RFP at their own cost and should bear all the costs of whatsoever nature that they may incur for their participation in the entire process. 6.19 The participant(s) must organize their response in accordance with the scope as specified in the RFP and under no circumstances extraneous information should be included in the proposals. 6.20 SBI LIFE reserves the rights to amend, modify, add or delete either in part or in full any conditions or specifications without assigning any reason during the entire process. 7. SELECTION PROCESS 7.1 Opening of technical Proposals 7.1.1 The technical proposals submitted shall be opened by SBI Life for evaluation. Based on evaluation, short listed participants shall be called to demonstrate the proposed solution for the Scope under this RFP. 7.2 Site Visit and Technical Presentation 7.2.1 Based on the proposals submitted and initial evaluation of the technical proposals, the participant(s) will be shortlisted and such short listed participant(s) may be required to present to SBI Life officials, the proposed solution and discussion on related processes in the form of a presentation/ walkthrough as demonstration of process capability and service delivery during the site visit, if required. 7.2.2 SBI Life reserves right to visit the operational facilities of all or some short listed participants during the course of technical and commercial evaluation. 7.2.3 The schedule for technical presentation and site visit, if required, will be intimated separately to short listed RFP participants. 7.3 Opening the Commercial Proposals 7.3.1 The opening of commercial proposals shall take place in the presence of the authorized signatories/representatives of the finally short listed RFP/Inbound/1.2/31012015 Page 16
participant(s) who will be required to sign a register / document evidencing their presence. 7.3.2 The schedule for opening of commercial proposals will be intimated separately to the short listed participant(s). The format of the commercial proposal has been provided in Annexure- I. 7.4 Evaluation Criteria 7.4.1 Only those participant(s) who qualify in the technical evaluation will be considered for commercial evaluation. The decision of SBI Life in this regard shall be final and binding on all participants. Appropriate weightage will be given to technical competence and commercials submitted for arriving at final decision. 7.4.2 SBI Life reserves the right to reject the proposals of any or all short listed participant(s), without assigning any reasons whatsoever. 7.4.3 SBI Life reserves their rights to relax any of the norms at their sole discretion in deserving cases. 7.4.4 SBI Life also reserves their rights to alter the eligibility criteria if such an alteration is warranted. 7.4.5 SBI Life reserves the right to negotiate/re-negotiate the prices with the selected participant(s). No communication in this regard shall be entertained by SBI Life in any form whatsoever 7.5 Clarifications 7.5.1 To assist in the examination, evaluation and comparison of proposals SBI Life may, at its discretion, seek clarifications from participant(s). The response / clarifications shall be submitted in writing. 7.5.2 Queries, if any, may be communicated through an email to operations.solution@sbilife.co.in. The subject of the mail should be Queries on RFP Outsourcing of Inbound Contact Center. No other form of communication will be entertained. All queries must be sent to the email ID specified in this paragraph till 12-Feb-2015 by 3.00 pm. Queries received post cut off time will not be considered. RFP/Inbound/1.2/31012015 Page 17
7.5.3 The clarifications to the queries will be provided in the pre-bid meeting scheduled on 13-Feb-2015, at 11.00 am in the conference hall at the following address SBI Life Insurance Co. Ltd. Central Processing Centre, 3 rd Floor, Plot No. 3A, Sector 10, CBD Belapur, Navi Mumbai 400614 The responses provided during the pre-bid meeting shall be published on SBI Life website post pre-bid meeting. 7.5.4 It is necessary to inform us well in advance, the name(s) of the representative (s) of the participant(s), who will be attending the pre-bid meeting as scheduled above, along with an authorization letter signed by the Competent Authority of the participant(s). A maximum of two officials are permitted to represent each participant during the pre-bid meeting. 7.5.5 Further clarifications/details, if any, shall be provided in the pre-bid meeting as scheduled above. 7.5.6 Participation in the pre-bid meeting is not mandatory. However, it is advisable that interested participant(s) attend the pre-bid meeting which would be mutually beneficial. 7.6 Modification and/or Withdrawal of Proposals 7.6.1 Proposals once submitted will be treated as final and no further correspondence for modification shall be entertained. 7.7 Material Alterations and Ambiguous Information 7.7.1 The participant(s) should ensure that there are no cuttings, erasures or over-writing, illegible or undecipherable figures in the documents submitted. The proposals may be disqualified on this score alone. The decision of SBI Life in this regard will be final and binding. 7.8 Confidentiality and Non-Disclosure 7.8.1 The participant(s) shall be under obligation and binding of the confidentiality-cum-non disclosure undertaking to be submitted along RFP/Inbound/1.2/31012015 Page 18
with response to this RFP. The draft of the same is attached as Annexure II. The undertaking should be notarized and stamped as per the extant regulations. 8. MISCELLANEOUS 8.1 Empanelment of Service Provider(s) and Exit 8.1.1 Upon empanelment, participant(s) shall be required to enter into an Agreement (Master Agreement) with SBI Life. 8.1.2 The charges proposed by short listed participants and agreed to by SBI Life for the activities covered under scope of RFP shall remain frozen during the term of contract i.e. for a period of 3 years 8.1.3 SBI Life reserves its right to empanel one or more than one participant(s) for one or more activity/activities proposed. Deployment of services in terms of location and scope will be the sole prerogative of SBI Life. 8.1.4 The Master and Service Level Agreement shall be on Principal to Principal basis. 8.1.5 The detailed terms and conditions governing the contract shall be included in the Master Agreement and Service Level Agreement and may undergo changes as per the Outsourcing guidelines and/or any other Guidelines issued by IRDA from time to time or any regulation issued by Government of India or its statutory bodies. There shall be penalties applicable on non-adherence to service deliverables such as less than the required number of tele-callers, turnaround time, non availability of services in absence of manpower or breakdown/ non availability of systems or deployment of non payroll staff at Call Centre etc. 8.1.6 The selected / empanelled participant(s) should provide satisfactory indemnities to SBI Life against possible financial and / or reputational loss arising due to, including but not limited to, loss of instruments in transit, fraud or misappropriation committed and costs arising due to misconduct of / by the representatives of such selected / empanelled participant(s). RFP/Inbound/1.2/31012015 Page 19
8.1.7 The performance of empanelled participants shall be reviewed periodically, at least once in a year for continuation of the contract. Any decision in this regard by SBI Life shall be final and binding on the empanelled participant. 8.1.8 The empanelment and SLA will be subject to instructions/guidelines etc as issued by Insurance Regulatory and Development Authority and other Government/Authorities from time to time as applicable. 8.1.9 The terms of the RFP shall form part of the agreement. 8.1.10 The detailed terms and conditions governing the contract shall be included in the Master Agreement and Service Level Agreement which shall be shared with shortlisted participant at an appropriate time. 8.2 Right of Verification 8.2.1 SBI Life reserves the right to verify any or all statements made by the participant(s) in the proposal documents and to inspect its facility or any other client site, if necessary, to establish about the participant(s) capabilities to undertake the required tasks. SBI Life reserves the right to inspect / audit any of the participant(s) offices, locations, software, hardware, etc, through its employees or nominated agencies. The participant(s) would have to co-operate and provide access to these units, systems, software, etc. The participant(s) will need to furnish the contact details of their existing clients. 8.3 Indemnity 8.3.1 The participant(s) shall indemnify SBI Life and keep indemnified against any loss or damage that SBI Life may sustain on account of any violation(s)/breach/infringement of intellectual property, confidentiality, privacy, patents, trademarks, statutory/regulatory guidelines/instructions etc., by the participant(s). 8.4 Dispute Resolution 8.4.1 Any dispute or differences whatsoever arising between the parties out of or in relation to the construction, meaning, interpretation and operation or effect of these Proposal Documents or breach thereof shall be referred to the Executive Director [OPS & IT] of SBI Life and his decision shall be final and binding on the participant(s). RFP/Inbound/1.2/31012015 Page 20
Annexure - I Commercial Proposal Format Sr. No. Component Unit Location Charges (Rs.) 1. Call Centre Seat (for 12 hours per day and 7 days a week inclusive of manpower) Per seat per month Note: Charges proposed should be in Indian Rupees (INR) and valid at least up to 30-06-2015. Charges proposed should be exclusive of applicable taxes SBI Life shall deduct the TDS as applicable There shall be no minimum volume commitment for any of the activities under the scope of this RFP. RFP/Inbound/1.2/31012015 Page 21
Annexure II CONFIDENTIALITY CUM NON DISCLOSURE UNDERTAKING This Non disclosure Undertaking is made and entered into on this day of in the year Two Thousand Fifteen, by (Name of interested commercial entity) a company incorporated under Indian Companies Act, 1956 as amended from time to time and having its registered office at (Place), hereinafter called as the First party, has been issued a request for proposal, hereinafter referred to as RFP, by SBI Life Insurance Co Ltd, a company incorporated under the laws of Indian Companies Act, 1956 as amended from time to time and having its registered office at Mumbai, hereinafter referred to as the Second Party Whereas the second party has provided certain proprietary information, concerning its products, service, organization, decision processes, strategic business initiatives, technical infrastructure, working processes, delegation of responsibilities, project management, planning methods, reports, plans and status including but not limited to technical manuals, specifications, product features, customer list, specializations, documents, financial statements and business/development plans etc. to the first party to facilitate response to the RFP. Whereas the first party agreed to keep such information confidential NOW, THEREFORE, in consideration thereof, the First party agrees a) to hold all Confidential Information received from the Second party in confidence for a period of three (3) years from the receipt of the Information. The First party will use such Information only for the purpose of responding to the RFP. b) to restrict disclosure of such Information to its employees and employees of its affiliated companies with a need to know and inform such employees of the obligations assumed herein. Recipient will not disclose such Information to any third party without the prior written approval of the Second Party. c) to protect Information received from the second Party with at least the same degree of care as it normally exercised to protect its own proprietary information of similar nature. d) to ensure that their employees will not disclose any information so received even after they cease to be employees of the recipient. The recipient party shall ensure this by own internal agreements. RFP/Inbound/1.2/31012015 Page 22
e) Further, the First Party shall indemnify Second Party and keep indemnified against any loss or damage that Second party may sustain on account of any leakage of confidential information pertaining to and supplied by the Second Party or on account of any violation of intellectual property, confidentiality, privacy, patents, trademark etc., by the First Party in respect of any Intellectual Property, practices, hardware, software, systems, process, technologies, etc in whatever manner described. IN WITNESS WHEREOF, the Second party has caused this undertaking to be executed as of the date set forth above. <Interested Participant > Company Seal : Authorised Signatory Name of Auth Signatory Designation Date : : : : Witness Name Designation Date : : : RFP/Inbound/1.2/31012015 Page 23
Annexure III Undertaking on sale of life/general insurance products (On the company letter head signed by MD/CEO of the Company) I, (Name of Signing Authority), (Designation) of (Company Name), do hereby confirm that the company is not engaged in sale of life or general insurance policies for any of the life or general insurer registered with IRDA in the capacity of Corporate Agent/Broker as on DD/MM/YYYY (date of undertaking). It is also to confirm that none of Directors or Senior Management Official of the Company directly or indirectly through blood relative hold IRDA license to sell life or general insurance product for any life or general insurer registered with IRDA. If company or its subsidiary or joint venture partner or any Director or Senior Management Official intends to acquires agency, corporate agency or broker license to sell life or general insurance products for any life or general insurance company in any capacity, the company shall inform SBI Life in writing at least 30 days in advance before applying for such a license. Signature Date Designation Office seal RFP/Inbound/1.2/31012015 Page 24
Annexure IV Technical Proposal Sr. No. Particulars Details 01. Name of the Company 02. Date and Year of Establishment 03. Registered Office Address 04. Corporate Office Address 05. Name of Primary Contact Person 06. Designation of Primary Contact Person 07. 08. 09. Contact Details of Primary Contact Person Incorporation Type 1. Limited Liability Partnership 2. Private Limited 3. Public Limited State whether the company/parent company is listed on any of the approved stock exchanges in India? If Yes, Please provide year of listing and Name of Stock Exchange Landline : Mobile : Email : 10. State the ownership pattern 11. Annual Turnover of the company FY 2013-14 : Rs. Crores RFP/Inbound/1.2/31012015 Page 25
FY 2012-13 : Rs. Crores FY 2011-12 : Rs. Crores 12. 13. 14. 15. 16. Operational Profits/Loss (in case of loss please prefix to the amount (Please submit Copies of Audited Balance Sheets duly signed by Authorised Representative as Addendum 9) Core Competencies 1. Handling voice/non-voice processes for Indian Insurance companies 2. Number of processes managed 3. Number of Insurance companies for whom processes are being managed Call Centre Capability (Mumbai/Navi Mumbai/Thane OR prominent cities in Southern Indian States preferably Hyderabad/Chennai/Bengaluru) 1. Total number of functional facilities 2. Total no of seats available at each location 3. Seat capacity utilized for voice process 4. Seat capacity utilized for non voice process Inbound Calling Process 1. Process with similar scope currently live (YES/NO) 2. If YES, since when? 3. IF YES, for how many organizations? 4. If NO, was it being done in the past? Give details Total Number of Offices/Facilities with their complete addresses and seat strength with details of regional FY 2013-14 : Rs. Crores FY 2012-13 : Rs. Crores FY 2011-12 : Rs. Crores YES/NO If Yes, provide appropriate responses Attach separate sheet as Addendum 1 RFP/Inbound/1.2/31012015 Page 26
17. 18. 19. 20. 21. 22. 23. 24. 25. language support available at each location Service recognition or quality awards during last 3 FY Number of seat capacity available for calling activity and utilization thereof? List of existing/past Clients from BFSI Segment where similar services are provided (Please mention the contract period MM-YYYY to MM-YYYY also along with average voice and non-voice process handling volume per month ) Please provide at least 3 references from the existing clients which SBI Life might contact ( Please provide Company Name, Name of reference, designation and all contact details) Details of pending litigations/ proceedings against your company, if any Please describe your approach to quality monitoring Provide details of requirement compliance at DR sites and redundancy plans Provide details of training infrastructure and facilities in place along with nature and frequency of training programmes with post training assessment methodology and Training Need Identification process in place Availability of a minimum of two MPLS Telecom Service providers from the list given below with ready to serve status with Last mile inside "Meet me room" or " Telecom Room" in RFP participant s premises Reliance Telecom Attach separate sheet as Addendum 2 along with photocopies of the awards/certificates as applicable India : Worldwide : Total : Attach separate sheet as Addendum 3 Attach separate sheet as Addendum 4 Attach separate sheet as Addendum 5 Attach separate sheet as Addendum 6 Attach separate sheet as Addendum 7 Attach separate sheet as Addendum 8 YES/NO If YES, please provide names of Telecom Service Providers 1. 2. RFP/Inbound/1.2/31012015 Page 27
Tata Communications Airtel Sify Vodafone If answer to Q. 25 is NO, please state willingness to allow SBI Life unconditional and immediate permission for 26. 27. Roof top/terrace access for installation and maintenance of WAN devices of two service providers. Permission to install two mask/tower/pole of height 3/6/9 Meters Permission for Cable Entry in the Ducts. Permission for digging and pulling cable from compound wall till building cable duct/chamber. (Wall puncture may be require for cable inlet) Permission of drilling holes in Walls for Entry of OFC, Power, Earthing, Copper cables etc Infrastructure requirements in Contact Center s "Meet me Room" or Telecom Room" Telecom room should be away from wet area and should have access control. Smoke detector / fire alarm system in Server Room. Hosting rack space of 8 U to mount two Routers & two PoE. Hosting Rack should have one tray to install or to keep telecom equipment. Hosting Rack should have dual source power supply Willing/ Not willing If Not willing, please state reasons 1. 2. Respond to each item as Yes/No/Available / Not Available/Compliant/Non Compliant as applicable RFP/Inbound/1.2/31012015 Page 28
input with Static Switch to give single source power output to IT equipments. 5 vacant power distribution points in PDU/power switch for WAN equipments of 5 amp socket. Power supply should be supplied through UPS system with adequate power backup. 24 x7 Availability of AC in server/network room. Phone connection and instrument in Server Room. Earth & Neutral potential measure in voltage should be less than 2 volts. In-building cable patching for PRI line or MPLS line from service provider mux to Router or to Telephony MDF for distribution to agent should be done by RFP participant. 28. 29. Willingness to allow SBI Life to apply and maintain PRI line for outgoing calls Availability of Participant s Network technical team for troubleshooting of MPLS or PRI line for fault resolution in last mile terminated at Participant s premises. 24x7 Access to Telecom Service Provider inside premises for troubleshooting connectivity issues. Call logging for fault in local circuits of PRI and Telephone. Helping Telecom Service Provider's technicians in showing cable path or allowing roof top access for troubleshooting. Yes/No Respond to each item as Yes/No/Available / Not Available/Compliant/Non Compliant as applicable RFP/Inbound/1.2/31012015 Page 29
30. LAN environment requirement in Participant s LAN Segment Local LAN IP schema should be configured as per SBI Life IP pools Participants DNS should include resolution for SBI Life recommended websites for resolution in RFP Participant s AD environment Separate VLAN segment for PC's should be configured for SBI Life s processes PCs made available to Call Center Executives should have minimum 2 GB RAM, Windows 7 OS, IE 8, latest version of Mozilla RFP Participants should have a functional Network Monitoring System in place for monitoring up-time and performance of LAN switch port and WAN ethernet port on a continuous basis SIP enabled Soft phones (Codec 976 compliant) and headsets Respond to each item as Yes/No/Available / Not Available/Compliant/Non Compliant as applicable Signature of Authorised Representative : Company Seal Name of Auth. Representative : Designation : Date : Place : RFP/Inbound/1.2/31012015 Page 30