SHORT TENDER NOTICE # 18/2008 Sealed bids are invited from the firms registered with the Sales Tax and Income Tax departments for Supply & Installation of Call Center Solution (including Hardware and Software) on URGENT BASIS. Detailed documents may be obtained from the office of undersigned or download from www.ppra.org.pk or www.pral.com.pk or Collected during the during office hrs (9:00am to 5:00 pm). Last date for submission of bids is 28/06/2008 on or before 1100 hours. Bids shall be opened on the same day at 1130 hours. Manager (Administration) House # 15, Street # 19, F-6/2, Islamabad. Ph:051-9208687
Ref. Proc-CCS/PRAL/HQs/08 June 12, 2008 TENDER DOCUMENT PAKISTAN REVENUE AUTOMATION (PVT.) LIMITED Subject: TENDER NO.18/2008 DATED 12/06/2008 FOR THE SUPPLY & INSTALLATION OF A CALL CENTRE SOLUTION 1. Pakistan Revenue Automation (Pvt.) Ltd. (hereinafter called PRAL/Purchaser) invites sealed bids for Supply & installation of Call Centre Solution at PRAL office located at Hall No.506 at 5 th Floor, Evacuee Trust Complex, Islamabad as per specifications and criteria described in Annexure-A enclosed 2. If you have doubt as to the meaning of any portion of the specifications or other terms and conditions you may seek clarification of the same from Mr. Mubashir Hussain Administrative Officer, PRAL, Islamabad on Cell # 0323-5159233, Ph. # 051-9203332. 3. The successful vendor will be responsible to deliver and install the Call Centre Solution. Quoted prices must be inclusive of installation and training charges. The supplier will also be responsible for any electrical work require for proper installation and thereafter proper functioning of the Call Centre Solution. It is therefore advisable that prior to the submission of bids thorough survey of the sites must be made in coordination with Mr. Mubashir Hussain. Any charges to be incurred on the above arrangements must clearly be mentioned separately (if require / desire). For visit of the sites kindly contact to PRAL Official as advised vide clause 2 of the tender documents. 4. PRAL reserves the right to increase or decrease the quantity or may cancel tender without assigning any reason therefore. 5. DELIVERY SCHEDULE: The delivery/installation of Call Center Solution is preferably required Ex-Stock. Therefore, the successful bidder (s) should be in a position to supply and install Call Center Solution immediately after receipt of the purchase order (s) against this Tender Inquiry. 6. PENALTY: For failure to comply with the delivery schedule of Purchase Order (s), penalty will be imposed on defaulting Supplier as under: 6.1 1% of the cost of entire purchase order or of such equipment as remains un-supplied/uncompleted for every day up to maximum of 5% for 10 days exceeding the delivery period. 6.2 If the equipment is not supplied even after payment of penalty for 10 consecutive days PRAL reserves the right to cancel the purchase order and to purchase required equipment from elsewhere at risk and cost of the defaulting Supplier. 7. Income Tax / Withholding Tax will be deducted in accordance with the law. Kindly note that the Sales Tax shall also be deducted in accordance with the law. The purchaser will deduct an amount equal to one fifth of the total Sales Tax shown in the Sales Tax Invoice and make payment of the balance amount to the supplier. 8. Price must be quoted including all charges like loading, unloading, transportation and Installation of the Call Centre Solution at the location as mentioned above. 1
9. Quoted price shall be valid for two (2) months from the opening date of the bids. However, any subsequent change in taxes and duties as notified by Federal Board of Revenue will be given due consideration. 10. Bidding Form as per Annexure B must also be duly filled in, stamped and signed by authorized representative of the bidder. 11. EARNEST MONEY: 11.1 The Bidder shall furnish as part of his bid, a Call Deposit/Pay Order equivalent to 2% of the total bid value as Earnest Money crossed in favor of Pakistan Revenue Automation (Pvt.) Ltd.. Any bid not accompanied by Earnest Money shall be rejected without any right of appeal. 11.2 Part earnest money or crossed Cheque/bank guarantee, as earnest money is not acceptable. 11.3 In case of cancellation of Purchase Order as default of the Supplier the earnest money shall be forfeited in favor of PRAL. 12. PAYMENT: 90% payment of the total value of the bill/purchase order will be released after supply and installation of Call Center Solution in accordance with the Purchase Order and remaining 10% shall be released after completion of warranty period after supply and installation of Call Center Solution or submission of Bank Guarantee, being 10% of the total bill value. The bank guarantee must be issued by renowned schedule bank. The bank guarantee shall be released after successful completion of warranty period. 13. Warranty of the Call Center Solution must be provided for one year comprehensive warranty with parts. 14. SEALING AND MARKING OF BIDS. 14.1 The bids shall be submitted in sealed envelope marked as under: Manager (Administration) Pakistan Revenue Automation (Pvt.) Limited House # 15, Street # 19, F-6/2, Islamabad 14.2 The envelopes shall also bear the word CONFIDENTIAL and following identifications:- Bid No. 18/2008 For the supply & installation of Call Center Solution 14.3 If the envelope is not marked, as instructed above, the PRAL will assume no responsibility for the misplacement or premature opening of the bid. 15. DEADLINE FOR SUBMISSION OF BIDS: All bids/proposals must be delivered in the office of undersigned on or before the prescribed deadline of 1100 hours on 28/06/2008. 16. LATE PROPOSALS: Any bid received by the PRAL after the prescribed deadline will be returned unopened to the Bidder. 17. OPENING OF BIDS: The Purchaser will open the bids in the presence of bidders representatives who choose to attend at 1130 hours on 28/06/2008 at the office of undersigned. 18. EVALUATION: 2
18.1. After opening, PRAL will examine the bids for technical evaluation and completeness of the same as per tender requirements. 18.2. Bidder (s) who does not qualify cannot challenge the findings of the evaluation or ask for reasons of disqualification. 19. INSPECTION AND TESTS: 19.1. PRAL s representative shall have the right to inspect and / or test the equipment/solution to confirm their conformity to Purchase Order (s) specifications. 19.2. Should any inspected or tested item fail to conform to the specifications, PRAL may reject it and the Supplier shall either replace the rejected equipment or make all alterations necessary to meet specification of PRAL. All costs incurred on such replacements / alterations shall be entirely borne by the Supplier. Failing to do so the Purchase Order (s) will be cancelled and all retained values of the defaulter will be forfeited in favor of PRAL. 20. WARRANTY: 20.1 The Supplier shall warrant that all material supplied under the Contract (s) shall have no defect arising from design, materials or workmanship or from any act or omission of the Supplier, that may develop under normal use of the supplied items under the conditions prevailing at final destination. 20.2 PRAL shall promptly notify the Supplier in writing of any claims arising under this Warranty. Upon receipt of such notice, the Supplier shall repair or replace the defective equipment or parts thereof, without cost to PRAL immediately. 20.3 Period of comprehensive warranties and maintenance with labor and material cost shall be as offered by the Manufacturer. The supplier shall be responsible for providing warranty of the Call Center Solution to be installed. During the warranty period due to any reason, if the Supplier failed to rectify the problem, PRAL shall get repair the equipment or replace the defective parts thereof and forfeit the Bank Guarantee/retained values. 21. All bids should include: 21.1. Company s profile, list of clients with their telephone number and address. 21.2. Copies of Income Tax and Sales Tax registration certificates. 21.3. A call deposit being 2% of the total bid value as Earnest Money crossed in favor of Pakistan Revenue Automation (Pvt.) Ltd.. 21.4 Technical documents / Brochures of the quoted equipment. 22. PRAL reserves the right to accept or reject any bid and to annul the bidding process and reject all bids at any time prior to award of Contract (s) without thereby incurring any liability to the affected Bidder or Bidders or any obligation to inform the affected Bidder or of the grounds for PRAL s action. 23. The supplier will be responsible to supply and thereafter installation of the Call Center Solution. The supplier will also be responsible for any electrical work require for proper installation and thereafter proper functioning of the Telephone Exchange. The supplier will also be responsible for heat out put etc. Prior to the submission of bid thorough survey of the site must be carried out. (Sohail Akhtar) Manager (Administration) House No.15, Street No.19, F-6/2, Islamabad Phone: 051-9208687 3
ANNEXURE-A SCHEDULE OF REQUIREMENT TENDER # 18/2008, DATED 12/06/2008 SUPPLY & INSTALLATION OF A CALL CENTRE SOLUTION (CCS) 1. Basic Qualification Criteria In this section, vendor should provide complete details of their experience in helping corporate in automation of customer services processes. In order to implement fully-functional, mature and proven solution from a technology solution provider and to minimize the implementation time frame, customer requires bids from solution providers that meet the following criteria for deployment of Call Centre Solution: The company should be a call center specialist and must have proven and verifiable track record in working with customer services of leading companies in Pakistan. The solution provider must be a registered company by SECP in Pakistan and must have been in business of providing call center solutions for at least 3 years. The provider must be a technology company having complete knowledge and must have the capabilities and authorization to provide tailor-made features and customizations for the call center solution as per customer needs. The solution provider must have successful deployments of call center solutions with at least 45 seat setup for at least two (2) leading and well-known companies in Pakistan The solution provider must have experience in supporting the solutions and have a local team of experts that can cover all aspects of the call center solution. The proposed technology should be based on flexible open standards platform and should allow integration with existing and future applications, residing within customer premises. 2. Scope of Work The scope of work includes supply and installation of a complete Call Centre Solution (CCS) that can cater the highly customized requirements for customer specific needs on Turn Key Basis. Whereas the site preparation, electrical work, telephone connections, PRI connections, Intel Based Server Computers and UPS Power Supply will be arranged by PRAL. 3. Technical Requirements The required system can be categorized into HelpDesk, esupport and/or Information Desk. The system is required to provide the ability & perform functions, which improve the customer services area, complaint management system and call management. Preference will be given to the VOIP based soft solutions. 4
The proposal should include centralized setup for multi level accessibility over company data network with secured login identifications For easy deployment, support & user-friendly administration, the offered system should be tightly integrated with all provided tools in a uniform manner. The proposed hardware/software should be on latest open standards based technology and must be fully redundant with high availability (duplicate resources and hardware), scalable for future expansion for enterprise wide deployment & usage for all CUSTOMER users in-house or remote locations Provide 24x7 based support & services PRAL requires solution which can offer highest level of customization capabilities and software design level modifications as per PRAL requirements within minimum time. Vendor will be responsible to provide all hardware & software required for solution deployment. Specification of hardware should meet the industry standard recommendations for running such mission critical setups. The system should be capable enough to offer open integration with customer database to populate customer s complete information at agent screen at time of call arrival. Complaint Management System: To allow customers registering their complaints, issues, feedback, queries through proven software applications with complete modules for front office, back office & system management. System must support at least 60 (expandable up to 150) voice channels (IP/TDM) to handle incoming calls. Based on its prior experience, vendor should also propose channel requirements for outbound communication. 4. Required Controls and Capabilities Support all types of telephone networks: Handling of call traffic coming from a wide range of networks Solution should be capable of traditional, VoIP line and agent connections Call processing tools and applications Call center monitoring and supervision Linking of telephone calls with internal Databases and Applications Automatic Call Distributor (ACD) : Call Distribution Server/Software Computer Telephony Integration (CTI) Complete calls activity tracking and documentation Self-Service Interactive Voice : Email Response Component Data import/export Complaint entry and tracking system Automatic Call Distribution and routing capability to READY channel of IVR Agent should be capable to transfers calls to IVR operating on Intel/Dialogic Diva Cards system Logging of each call with events, sub events, context and service requests with time and date stamp OS Support: Windows Server 2003, Windows 2000 & XP 5
5. Required Features 5.1 Outbound, Inbound and Blended Telephony The solution should allow to run outbound, inbound, or blend (both inbound and outbound) facility. Inbound campaign should provide screen pops with caller information. In addition the solution capable to provide skills based routing, service, and allowing real time modifications. 5.2 Reporting Feature The required solution should allow managing call center with detailed data and allow creating custom reports. All reports should be exportable to multiple file types and can be scheduled for automatic delivery via email. 5.3 Recording feature The required solution should have call recording feature that can be initiated by the agent, supervisor or set as an automatic setting. The feature must provide a utility to easily search, manage and archive the recordings. 5.4 Scripting Feature In required Call Center Solution, Scripts should allow for extensive branching and logic making them flexible for our call center needs. The feature must capture and send data instantly and edit scripts real time. 5.5 IVR Feature IVR Feature of call center solution should have a graphical interface for building following IVR routines: Database Lookup Queue Routing Skills Based Routing Caller Self Service 5.6 System and User Management a. Administrator Feature Administrator Feature of call center software should provide following utilities to initiate and manage the system: Create and Modify Call Lists Create and Modify Agents, Skills, and Permissions Contact Management and Complaint Tracking Recording Search Data Import, Export, and Batch Reports Quotas and Goals b. Supervisor Feature The supervisor feature should provide the following: 6
Agent Performance and Agent Monitoring Real-time statistics and graphical reports List Performance & Penetration c. Agent Feature The agent feature of call center solution should provide the following: Connect Calls with an Immediate Screen Pop of Caller Information End and Log calls with Customizable Result Descriptions Scripts Integrate with Web Services, Email, Fax, and Databases Scripts Enable Entering, Viewing, or Editing Data Instant Messaging with Agents & Managers Transfer and Conference Calls 6. Installed site reference list Bidders should provide detailed information about the installed sites by filling out the following sheet. Sr. Customer Name Deployed Solution Details (list all items provided by you) No. Of Trunks and Seats Call center contact Person name, phone number, email Deployment Date 7
7. Costing Sheet Vendors should provide complete costing information for all required items including hardware/software/training along with detailed specifications for the listed items for the complete deployment of a fail-safe architecture in the given following format, for 45-Seats (expandable to 150 -Seats) Solution: Sr. Proposed Solution Component Make Model and Specifications Version Number Unit Price Qty or Capacity Total Cost in Pak Rupees Warranty Period (months) Support & Maintenanc e Charges (Yearly - AMC) Total cost including + AMC 1. Proposed Hardware Items: The Proposed solution containing the necessary Hardware items (e.g. Exchange, Call Recording Device, Digital Phones, PRI Cards, MDF with cabinet, Head Gears etc), which ever required items should be mentioned below: Hardware 1 : Hardware 2 : Hardware 3 : Hardware n : 2. Proposed Software Modules: The Proposed solution containing the necessary Software/Modules like - Call Distribution Server, Intelligent CTI Server, Conversation Recorder, Interactive Voice Response Server, Inbound/Outbound Dialing Manager, Reporting, Call Monitoring, Soft phones, Complaint Management & tracking, Agent Licenses etc should be mentioned below: Software 1 : Software 2 : Software 3 : Software n : 3. Training List additional items, if any, below TOTAL 8
Following Items will be provided by PRAL 1. Server Specifications will be provided by the vendor and PRAL will arrange the equipment. 2. Intel based workstations (P-IV) 3. PRI lines from NTC/PTCL Note: 1) The above section should be expanded in case of additional items 2) GST should be mentioned separately 3) Optional items for considerations should be listed separately in the same format as above 4) Prices of each Module should be provided separately 9
ANNEXURE-B BIDDING FORM Date: Tender No.18/2008 Pakistan Revenue Automation (Pvt.) Limited, Islamabad. Gentlemen, 1. Having examined the conditions to Tender and Specifications of Tender No.18/2008 dated 12/06/2008, the receipt of which is hereby acknowledged we, the undersigned, offer to install, supply, training and deliver in conformity with terms and conditions and specifications mentioned in Tender for the sum of Rs. (Rupees ) or such other sums as may be ascertained in accordance with the said Conditions. 2. If our Bid is accepted we shall deliver the equipment specified in the Tender Documents within from the date of receipt of your firm Purchase Order. 3. We agree to abide by the terms and conditions of the Tender for the period of from the date fixed for receiving the same and it shall remain binding upon us and may be accepted at any time before the expiration of that period. 4. Until a formal Purchase order(s) is placed, this Bid, together with your written acceptance thereof, shall constitute a binding contract between us. 5. We understand that you are not bound to accept the lowest or any proposal you may receive or to inform us of the rejection of our bid or to give any reasons therefore. Dated this day of 2008. Signature in the capacity of duly authorized to sign Tender for and on behalf of (NAME OF FIRM IN BLOCK CAPITALS) Complete address: Fax No. Telephone Witness:- 1. ( SIGNATURE ) 2. 10