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Tender Document for Sett ing-up, Opera t ion and Management of Customer Management Center at Bhubaneswar , Od isha

Central Electricity Supply Utility of Orissa

CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA

Head Office: 2nd Floor, IDCO Towers, Janapath, Bhubaneswar - 751 022 Tel No. (0674) 2541575, Fax: 2543125

FOR

• LAST DATE FOR SUBMISSION OF BID DOCUMENT: Dt. 19.06.2012 UPTO 1 P.M.

• DATE OF OPENING OF TENDER: DT. 19.06.2012 at 3.30 P.M.

• PLACE:2ND FLOOR, IDCO TOWERS, JANPATH, BHUBANESWAR-751022

Setting-up, Operation and Management of Customer Management Center

at Bhubaneswar,

Odisha

TENDER SPECIFICATION NO: CESU/ AT&C/176/2012-13



CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA Head Office: 2nd Floor, IDCO Towers, Janapath, Bhubaneswar - 751 022

CONTENTS

PAGE NO. SECTION DESCRIPTION

FROM TO

SECTION-I INVITATION FOR BIDS (IFB) 4 5

SECTION-II QUALIFYING REQUIREMENTS 6 8

SECTION-III SCOPE OF WORKS 9 25

SECTION-IV INSTRUCTION TO BIDDERS (ITB) 26 43

SECTION-V GENERAL TERMS AND CONDITIONS OF CONTRACT (GTCC) 44 51

LIST OF ANNEXURES FOR TECHNICAL SPCIFICATION REQUIREMENT OF CUSTOMER MANAGEMENT CENTER & SCHEDULES, FORMATS ETC. :

52 69

ANEXURE-I(A) SYSTEM REQUIREMENT 53 54

ANEXURE-I(B) HARDWARE/ SOTWARE REQUIREMENT 55 57

ANNEXURE-II ABSTRACT OF GENERAL TERMS & CONDITIONS 58 59

ANNEXURE-III DECLARATION FORM 60 60

ANNEXURE-IV PROJECT EXPERIENCE 61 61

ANNEXURE-V SELF DECLARATION CERTIFICATE 62 62

ANNEXURE-VI(A) TECHNICAL DEVIATION SHEET 63 63

ANNEXURE- VI(B) COMMERCIAL DEVIATION SHEET 64 64

ANNEXURE- VII PRICE SCHEDULE FORMAT 65 66

SECTION-VI

ANNEXURE- VIII PROFORMA FOR BANK GUARANTEE 67 69



TENDER CALL NOTICE

CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA Head Office: 2nd Floor, IDCO Towers, Janapath, Bhubaneswar - 751 022

Tender Call Notice No.: CESU/ AT&C/176/2012-13/ 17951 Date: 29.05.12

For and on behalf of Central Electricity Supply Utility of Orissa, the undersigned invites sealed tenders in

duplicate on two Part bidding system from the eligible bidders who comply to the terms & conditions for “Setting-up, Operation and Management of Customer Management Center at Bhubaneswar, Odisha”, superscribing the Tender Specification No. & Date of opening (as mentioned in the tender document). The tender document can be obtained from the undersigned at the above address on payment of the cost of Tender Paper indicated below in D.D drawn on any nationalized / scheduled bank in favour of the “CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA” payable at Bhubaneswar. The cost of tender paper is non-refundable.

Name of Work Cost of Tender Paper (Rs.) EMD (Rs.)

Setting-up, Operation and Management of Customer Management Center at Bhubaneswar,

Odisha

10,000/- + 5% VAT = Rs. 10,500/-

Rs.2 Lakhs

TIME SCHEDULES :-

1 Last Date & Time for selling of tender papers 18.06.2012 upto 4.00PM

2 Last Date & Time for submission of Tender 19.06.2012 upto 1.00PM

3 Date & Time for Opening of Tender 19.06.2012 at 3.30 PM

The intending bidders can also download the tender document from our website www.cescoorissa.com. However the bidder has to furnish an Account Payee Demand Draft for the cost of the tender document indicated above alongwith his bid, failing of which the bid will be rejected outrightly. In the event of any specified date for the sale, submission or opening of bids being declared as holiday for CESU, the bids will be sold / received / opened up at the appointed time on the next working day. CESU also reserves the right to accept or reject any or all tenders without assigning any reason thereof, if the situation so warrants.

For detail Tender Specification & Terms and conditions, please visit our website www.cescoorissa.com

sd/- Chief General Manager (Comm.)



SECTION – I

INVITATION FOR BIDS (IFB)



SECTION-I

INVITATION FOR BIDS (IFB) (Tender Specification No. CESU/ AT&C/176/2012-13)

1. For and on behalf of Central Electricity Supply Utility of Orissa, the undersigned invites sealed tenders in duplicate on two Part bidding system from the eligible bidders who comply to the terms & conditions mentioned in this Tender Specification No. CESU/ AT&C/176/2012-13 for “Setting-up, operation and management of customer management center at Bhubaneswar, Odisha”.

2.

SUBMISSION OF THE BIDS:

The Bidders are required to submit a detailed and comprehensive bid, consisting of Techno- Commercial Proposal and Price Proposal. The submission of the Bids shall be in the manner specified in the Instruction to Bidders (ITB). The due date of submission shall be as detailed below at Clause-5.

3. CESU will not be responsible for any costs or expenses incurred by bidders in connection with the preparation and delivery of bids.

4. CESU reserves the right to cancel, postpone, withdraw the invitation for Bids without assigning any reason thereof and shall bear no liability whatsoever consequent upon such a decision if the situation so warrants.

5. TIME SCHEDULES / COST OF BID DOCUMENT / EMD:

Description Date & Time

Last date & Time for sale of tender document

Dt. 18.06.2012 (upto 4 PM)

Pre- Bid Meeting Dt. 06.06.2012 (at 11 AM)

Submission of Bids Dt. 19.06.2012 (upto 1 PM)

Opening of Bids (Part- I) Dt. 19.06.2012 (at 3.30 PM)

Cost of Tender Document

(Non-Refundable)

Rs.10,500/- (Rupees Ten Thousand, Five Hundred Only) including 5% VAT in

shape of Cash / account payee demand draft in favour of the “Central Electricity Supply Utility of Orissa”, payable at Bhubaneswar Only.

Amount of E.M.D payable

Rs. 2,00,000/- (Rupees Two Lakh Only) in shape of A/c payee demand draft issued in favour of the “Central Electricity Supply Utility of Orissa”, payable at Bhubaneswar only.

Time frame for setting up the establishments.

Within one month from the date of acceptance of Letter of Intent.

Total Contract Period. Three years (36 months) from the date of commissioning of the entire establishment.

6. PRE-BID MEETING:

A pre-bid meeting will be held as per the programme mentioned at clause-5 above in the CESU Conference Hall for giving clarifications (if any) on the tender documents to the prospective bidders, who may choose to attend the meeting as detailed in the tender documents. However, it is discretion of the CESU to call for Pre-Bid meeting.

7. All correspondence with regard to the above shall be made to the following address:-

CHIEF GENERAL MANAGER (COMMERCE) CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA, 2ND FLOOR, IDCO TOWERS, JANPATH,

BHUBANESWAR, ODISHA. PIN- 751022

sd/- CHIEF GENERAL MANAGER (COMM.)



SECTION – II

QUALIFYING REQUIREMENTS



SECTION-II

QUALIFYING REQUIREMENTS

The bidder must possess the requisite experience, strength and capabilities in providing the services

necessary to meet the requirements, as described in the tender document. The bids must be complete in

all respect and should cover the entire scope of work as stipulated in the tender document. The

invitation for bids (IFB) is open to all bidders who meet the qualifying requirements as given below:

(Please note that Bidders should submit all relevant documents duly self attested confirming their

qualification as per the Qualifying Requirements mentioned in this section as part of Techno-

Commercial Bid. The bid is liable to be rejected in absence of the relevant document(s) or self

attestation)

1. Techno-Commercial Requirements :

Sl. Particulars Requirements

1.1 The Bidder should have minimum Three (03) years working experience at Electricity / Gas / Water/ Telecom sectors in providing services for Customer Care Centre/Call Centre having business in India and must be in operation as on date of release of this tender document.

(i) Works order(s) indicating the work experience, period & area of activity.

(ii) Submit information on project experience in format at Annexure-IV

(iii) User(s) Performance Certificate.

1.2 The bidder must have standard certification (ISO 10002:2004 or COPC (Customer Operations Performance Centre) 2000 Standard or eSCM (e Services Capability Model) or ISO 9001:2008 or equivalent) for operating Customer Care Center.

Copy of Valid Certificate

1.3 Bidder must be in possession of valid registration under Income Tax, PAN, Service Tax, VAT, Labour Act, EPF & ESI etc.

Copy of Valid Certificate

1.4 The bidder must not be banned or debarred or blacklisted by any State Govt. / Central Govt. / Central or State Govt. Undertakings / Utilities / Private Organizations etc. in the past.

Self declaration certificate to be submitted in format at Annexure-V

1.5 The Bid is to be submitted by an Individual firm (Single Party) only, meeting all the qualifying requirements. (Participation through Joint Venture / Consortium is NOT allowed )

(i) Constitution or Legal status and place of registration etc.

(ii) Certificate of Incorporation (iii) Memorandum and Articles

of Association. (iv) Written power of attorney

/ Board Resolution of the authorized signatory to the bid.



1.6 Bidder must have atleast 60 personnel (including minimum 30 nos personnel in executive/ supervisor cadre) working in direct payroll either at customer care center or call center.

Bidder shall furnish Provident Fund Challans of the personnel working in customer care center or call center as per their latest PF return on/after 1st Jan-2012 or End User’s certificate.

2. Financial Requirements :

Sl. Particulars Requirements

2.1 The average annual turnover of the bidder should not be less than Rs.2 Crores (Rupees Two Crore) only during last three (03) financial years i.e. FY 2008-09, 2009-10 and 2010-11.

Bidders shall submit audited financial reports for the last three financial years i.e. FY 2008-09, 2009-10 and 2010-11.

• Local presence in Odisha (if any) may be provided.

• CESU reserves the right to request for any additional information and also reserves the right to

reject or accept the bid of any/ all bidders, if in the opinion of CESU the qualifying data is

incomplete or the bidder(s) is/are not found qualified to fulfill the requirements. No

communication in this regards shall be entertained in future by CESU.

• The bidders who have earlier failed to execute the work order(s) of the CESU and/ or black listed

by CESU / any of State Govt. / Central Govt. / Central or State Govt. Undertakings / Utilities /

Private Organizations etc. shall not be eligible to participate in this tender.

• CESU reserves the right to waive minor deviation, if they do not materially affect the capacity of

the bidder to perform the contract.

• The bid is liable for rejection, in case any bidder submits fraudulent documents and / or wrong

informations in his bid document.

Sd/- CHIEF GENERAL MANAGER (COMM.)



SECTION – III

SCOPE OF WORK



SECTION –III

SCOPE OF WORK 1. CESU OVERVIEW:

Central Electricity Supply Utility of Orissa (hereinafter called as CESU) is one of the power distribution

utility in the state of Odisha. The utility supplies electricity to all categories of consumers (Approx. 13

Lakhs) i.e. domestic, commercial, public institutions, public water works, Public lighting, small /

medium / large industrial, Irrigation & agricultural consumers etc. The supply of electricity to each

and every consumer in the state is one of the most challenging operations, as it involves demand

supply management and distributes quality supply to all the consumers under CESU. CESU

distribution setup has large distribution network infrastructure which carries the electricity from the

primary sub-stations to the consumer’s premises through its workforce round the clock.

2. CUSTOMER MANAGEMENT CENTER (CMC)

CESU has conceptualized to start a Customer Management Center (CMC) to provide single window

contact under one single roof for the entire customer related activities and to fulfill the objectives of

providing assured and timely customer services. It envisions streamlining of the customer service

processes; provide better control for supervision & monitoring and to create high levels of

transparency.

The center would provide better service and convenience to the customer through a customer

friendly environment, highly responsive customer service executives and extended service hours on

24x7 basis 365 days a year. An integrated approach for providing end-to-end solution towards

customer services needs to be adopted so as to make the entire process customer centric and service

friendly.

3. OBJECTIVE OF CUSTOMER MANAGEMENT CENTER :

The customer service framework at CESU, Bhubaneswar has to be institutionalized in the Central

location of Bhubaneswar to bring a customer centric approach to handle all the customer service

processes & resolving the consumer requests/queries/complaints within stipulated time level, with

utmost consumer satisfaction.

The CMC functions can be broadly categorized into three functions as operating of New Service

Connection Center (NSC) & Centralized Collection Center (CCC) for BCDD-I, BCDD-II&

BED Bhubaneswar and Customer Service Center (CSC) for all 20 revenue earning

divisions.

Under this Project, Customer Management Centre (CMC) shall be operated at Bhubaneswar providing

single point of contact for all customers under CESU.

• Provide assured and timely services to the customers within the stipulated time frames

• Bringing customer centric approach to the customer service processes.



• Enhance customer satisfaction levels by continually improving the service standards and thereby

the image of the utility in the eyes of the customers

• Significantly reduce processing time in case of new service connections

• Establish centralized control and monitoring over the entire customer care process for creating

higher transparency and timely action initiation.

The Customer Service Center (CSC) shall address all the commercial requests / complaints like

Consumer Complaints registration and monitoring, Fuse Call registration and monitoring, Duplicate

Bill Serving, New service connection status, Interruptions at 33KV, 11KV & DTR level etc. received

from consumers or officials of CESU. These services are available over the phone (Just dial 155333)

or any other assigned telephone numbers on 24x7 basis 365 days a year. The CSC shall closely

monitor the consumer complaints and maintain the record accordingly.

The Centralized Collection Center (CCC), shall provide infrastructure & service for collection of

Customer’s Electricity Bills through Cash, DD/ Cheque, Drop Box and Any Time Payment (ATP) etc.

These services are available on 24x7 basis, 365 days a year. However the cash collection will be

available from 8 AM to 8 PM on 365 days a year. [It is presently expected that the monthly average

revenue collection at the CCCs from all sources will be around Rs.2 Crore from 20000 nos. of

consumers, which may increase upon the CCC performance.]. The CCC shall operate at power house

colony Unit-VIII, CESU Electrical Section office of Saheed Nagar & GRIDCO Colony Bhoi Nagar,

Bhubaneswar.

The New Service Connection Center (NSC) provides a centralized customer friendly channel for

New service Connection registration, monitoring & energisation of LT New Single Phase Consumers

upto 5KW within the jurisdiction of the distribution divisions BCDD-I, BCDD-II and BED Bhubaneswar

under CESU on 12x7 basis, 365 days a year. For other divisions under CESU, the service provider

must redress the customer complaints against new service connection and should generate MIS on

new consumer regularization. [Presently around 1000 nos of new service connection (in average per

month) are adding over to BCDD-I, BCDD-II & BED Bhubaneswar. The annual growth is around

10%]

4. SCOPE OF WORK :

The CUSTOMER MANAGEMENT CENTER (CMC) operations are broadly classified as follows:-

� Customer Service Center (CSC)

� Centralized Collection Center (CCC)

� New Service Connection Center (NSC)

The scope of work for Centralized Collection Center (CCC) & New Service Connection Center (NSC) is

for the consumers under Bhubaneswar City Distribution Division-I, Bhubaneswar City Distribution

Division-II & Bhubaneswar Electrical Division, Bhubaneswar. However for Customer Service Center

(CSC) will operate for all the 20 divisions under CESU jurisdiction and managed from Bhubaneswar

centrally.

BRIEF ACTIVITIES OF CUSTOMER MANAGEMENT CENTER (CMC)

• Operate the Customer Management Center by providing required manpower to operate

Customer Service Center (CSC), Centralized Collection Center (CCC) and



New Service Connection Center (NSC), at Power House Colony, Unit-VIII,

Bhubaneswar ( CESU own premises ) for a contract period of three years.

• Provide required infrastructure at the Customer Management Center.

• Designing, developing, customizing, installing, testing, training, implementing and

maintenance of Interactive Voice Response System (IVRS).

• Facilitation of necessary software for Customer Service Center [CSC], Centralized Collection

Centre [CCC] & New Service Connection Center [NSC]. The IVRS solution should be

integrated to the above customer related system.

• Migrate latest consumer informations and the past 3 year customer information to the CMC.

• Procuring, installing & implementing/ licensing all third party softwares for implementation at

CESU, such as operating systems, firewall, antivirus etc, as per the requirement.

• Maintain the data integrity and performance of the system. Back-ups and disaster recovery

planning. Any problem on the same is to be resolved by contractor for quick service to

customers.

• Providing the best level service personnel’s at CMC i.e. center manager, supervisors,

executives, hardware & software experts, office attendants /peons, Security guards etc.. in

order to take adequate care & timely delivery of services to customers.

Apart from the above, there will be two additional centralized collection centers which will be operated at

the CESU Electrical Section office of Saheed Nagar & GRIDCO Colony Bhoi Nagar, Bhubaneswar on

12x7 basis, 365 days a year.

Bidders shall undertake that, they will appoint personnel having minimum educational qualification &

experience as per scope of work. Qualification / Experience of all the personnel shall be submitted by the

contractor to the Officer in Charge, CESU. Officer in Charge may ask the contractor to appoint or remove

any personnel on the ground of his qualification / experience or his conduct at any time during the

contract period. In case of any incorrect information related to qualification / experience is found latterly,

action shall be taken against the contractor.

Personnel deployed by the Contractor should have sound physical & mental health and not be under the

influence of any drug or liquor during duty and have full knowledge & experience to competently

complete the job assigned to them.

In case it is found that any loss has occurred to CESU property/interest due to deployment of such

inexperienced personnel not possessing proper skill etc., the same shall have to be replaced

immediately by the Contractor without any extra cost to CESU.

In case any personnel of the contractor is implicated in any law suit or is injured by any other personnel

/ agitating mob etc. during the course of performing his duty/their duties for CESU, it shall be the sole

responsibility of the Contractor to defend its personnel in the court of law or to extend all medical and

financial help etc. without charging cost to the CESU.

CESU reserves the right of doing background check for the qualification of employees deputed by

contractor. A copy of CV for all employees shall be submitted to Officer in Charge before execution of

work or before employment of new manpower.



The requirement of manpower for different services given under the scope of work should be least.

CESU shall review the requirement of staffs working under CMC at any moment basing on the services

extended by them at CSC, CCC & NSC. CESU reserves the right to vary the number of staffs working

under CMC in same rates, terms & conditions depending upon the quantum of work.

GENERAL MANPOWER REQUIREMENT FOR CMC:

Seat Requirements Total

CMC Manager 1 1

Office Attendant 3 ( One for each shift) 3

Route Rider (for CSC & NSC)

3 (One for each division) 3

Security Guard 3 (One for each shift) 3

MINIMUM QUALIFICATION & EXPERIENCE OF CMC PERSONNEL:

Particulars Educational Qualification

Experience & Knowledge Language

Reading, Writing, Communicating

CMC Manager MBA

Minimum 2 years of experience in supervision of staff in a customer care centre preferably in an electricity utility.

Odia, Hindi & English

Office Attendant / Route Rider / Security Guard

Matriculation Having adequate work experience Odia & Hindi

CUSTOMER SERVICE CENTER (CSC): ROLE OF CSC:

Carry out all the process in customer service center. The CSC will act as a Single point of contact for

all end users (Consumers) of CESU and will be responsible for initial communication with end users.

i. Receive all types of complaints round the clock on 24X7 basis, 365 days in a year either physically or

telephonically.

ii. Create registration tickets in CSC System by receiving relevant information from end callers/

complainants.

iii. Issue registration ticket numbers to the complainants & provide the current status of their ticket

available in the system.

iv. Analysis of complaint received & to solve it, if it is within their scope, else escalate the

complaint to the relevant team through the systems i.e field engineers, fuse call centers etc.

v. Follow-up action with the Sub Division/Division/ field office to ensure resolution of the complaint.

vi. Close the registered tickets after confirmation of compliance from Sub Division/Division/field

office staff & communicate the feedback to the end users/ complainants.

vii. In case of failure of CSC systems or due to any other issue, the CSC executives have to log and

complete the process of complaints handling manually and to regularize the same into the system,



whenever the system resumes functioning and ensure timely closure of the same.

viii. Provide & prepare necessary reports as and when required by the Utility/OERC/Govt. of Odisha.

JOB SUMMARY & RESPONSIBILITIES OF CSC:

The CSC Executives are responsible for providing high quality service to esteemed customers in an

accurate, efficient, and professional manner. Answer incoming calls from consumers/callers to

receive complaints, answer inquiries and questions, handle complaints, troubleshoot problems for

which solution should be available within the system (except field related problems). The

CSC executives will also be responsible to make outbound calls to customers for notification of their

complaint resolutions, customer satisfaction survey etc. Also, it is intended to make outbound calls to

field offices/staff of CESU through Landlines/ IP Phones/CUG phones for notification of complaints.

The Customer Service Center executives must document all calls in the Customer Relation Management

system and evaluate each account to determine if further monitoring is required, then the CSC

Executives will intimate to the appropriate department and follow-up to ensure the effective resolution of

issues.

1. Communicate with Customers proactively and responsively. Provide assistance and information

regarding the status of Customer accounts as well as answering generic Customer questions.

Communication is done via telephone & Email.

2. While answering the incoming calls, listen intently to the customer, identify their needs and

respond professionally and accurately based on utility policies and procedures.

3. Handle and resolve customer complaints. Identify and escalate priority issues. Keep commitments

made to Customers in terms of returning calls and performing necessary tasks.

4. Achieve service quality standards as identified by OERC/CESU.

5. Update the customer information in CSC system applications. Complete call logs and call reports.

6. Upkeep of information regarding scheduled/ unscheduled load shedding.

7. Planned/ unplanned shutdown in power distribution related announcement services, information

services.

8. Collect customer feedbacks.

The activities performed under CSC shall include:

• To address the commercial requests / complaints like New Service connection, Title transfer,

Category change, Additional load, Pole shifting, Billing related complaints etc.

• Duplicate Bill Serving.

• Call should be routed through IVRS (Interactive Voice Response System).

• Outstanding Bill Follow up & Payment Reminder (Outstanding intimation) through IVRS & E-mail

• Fuse Call registration and monitoring.

• Interruptions at 33KV, 11KV and DTR level.

• Consumer Complaints registration and monitoring.

• Duplicate Money receipt serving.(for those consumers who have paid at Centralized Collection

Centers)

• Any request for new consumer registration, regularization of new consumers with proper

documentation in conformity to OERC Distribution Code -2004.

• MIS on new consumer regularization has to be submitted to the Officer–In-Charge, EE, SE

concerned on regular intervals.



MANPOWER REQUIREMENT FOR CSC:

Indicative shift manpower is mentioned below, however based on the average calls volumes and service

level performance the contractor is expected to provide required manpower for the complete

management of CSC. They are required to address technical and commercial issues of consumers within

CESU. For this purpose the CSC shall be manned by appropriately informed staffs to address the

commercial complaints received. Manpower should be deployed in such a way that

it may suffice the service volume at any point of time. It is to state that supervisor will be responsible to

monitor the performance of the CSC executives and provide necessary help, support, barge-in and

training to them to efficiently run the CSC.

The call volume may increase as per growth of Consumers and Consumer awareness

about this service facility. In addition CESU would also like the CSC executives to make outgoing

calls and send SMS using the system for any announcements / greetings to

consumers or information about planned outages. CSC executives are also intended to notify the

complaints to respective field offices of CESU. CESU is expecting substantial improvement in

transparency while handling the customer complaints at all stages. CSC executives should also

coordinate with CESU staff based on call type and work flow defined. All CSC executives & Supervisor

should have adequate CSC IT system application knowledge to work on various types of complaints & its

procedures.

Seat Shift A

(6AM to 2PM) Shift B

(2PM to 10PM) Shift C

( 10PM to 6AM) Total

Supervisor 1 1

CSC Executives 3 3 2 08

MINIMUM QUALIFICATION & EXPERIENCE OF CSC PERSONNEL:




CSC Executives/ Supervisor

Bachelor Degree

• Proficient in relevant computer Applications for CSC.

• Knowledge of customer service principles and practices

• Customer service experience

• Good Communication skills

• Knowledge of administration and documentation processes of CSC.

• Knowledge of OERC Distribution Code, Electricity Act 2003, Departmental rules and regulations., etc.

• Minimum 1 year experience in any Customer Care Centre / Call Centre




RECEIPT OF COMPLAINTS: System facilitates the customers to register their complaints over IVRS/Phone & Email. When the

customers call the Center, the IVRS system will take the call and upon the preference of the customer

the complaint will be registered either through IVRS system or by redirecting to the CSC executives.

They would register the complaint against any of the information provided for identity & information

retrieval from the existing database like Customer’s service Connection No., Name, Door Number,

Address or Telephone/Mobile number and provide him with a unique complaint registration number

generated by the system. The numbers of CSC personnel depend on the volume of calls expected in

each shift. The system may also have the facility to identify the customer using the Caller ID. This will

facilitate in capturing the customer information while registering the complaint.

MODE OF REGISTRING THE COMPLAINT / REQUEST:

a) The Customer Service Center executive receives customer complaints related to

metering, billing, disconnection, etc or service requests relating to new service

connections, title transfers, category changes, load enhancements, and other

commercial requests etc.

b) The customers may prefer to come over to the Customer Service Center and register the

complaints in person with CSC supervisor / executive.

c) The supervisor /executive will interacts with the customer and finds out his/her

requirements.

d) Depending upon the nature of the complaint / request, the Customer Service Center

supervisor /executive spells out the documents that need to be submitted by customer

for processing the complaint / request.

e) Once the required documents are presented, the Customer Service Center supervisor

/executive hands over the necessary forms that needs to be filled up. The supervisor

/executive assist the customer in filling-up the forms. The Customer Service Center

supervisor /executive accept the duly filled up forms and the documents provided by the

customer.

f) The Customer Service Center executive registers the complaint / request in the system

and provides a registration ticket number to the customer.

DISPATCH OF COMPLAINTS: After receipt of the complaint, it should be dispatched either through Telephones, SMS, E-mail etc to the

concerned field Officer/ staff. Complaints can be dispatched online in case of availability of LAN/ WAN

networks. In case the complaints are dispatched through telephone, dispatch executive would have

telephone lines that are different from those used by executives receiving complaints. The dispatch

executives would call up the appropriate ‘officer / staff” (at the Fuse Off Call Center / Sub-station /

Section Office) to communicate the complaint details. The person receiving the call would provide the

CSC executive with the reference number indicating that he has received the complaint. This person

would in turn forward the complaint to the concerned lineman for complaint resolution. After pre-

specified time duration, the system would give auto alert for the personnel in charge of monitoring the

complaint to start calling up the officers/staffs to check if the complaint has been resolved. In case the

complaint has been resolved, they would record the same against the complaint number. In other

cases, they would ask the time taken for resolution and reasons for delay, if any. An alternative

arrangement involves officers/staffs themselves calling up the CSC or sending a SMS to inform the

resolution of the complaint.



MODE OF DISPATCHING OF REGISTERED COMPLAINTS: a) The system generates a cover letter for the complaint registered addressing the concerned

official. The cover letter is given a Dispatch Number and the same is entered in the Dispatch

Register.

b) The Customer Service Center Executive segregates the complaints / requests Office wise and

handover them to the Route Rider for delivering them to the concerned offices.

c) The Route Rider delivers the complaints / requests to the concerned official / Offices and

obtains an acknowledgement by getting the signature and stamp on a copy of the complaint

delivered.

d) The Customer Service Center Executive records the dispatch information (date, time, and

concerned officer’s name) in the system against the complaints delivered and acknowledged.

e) The copy of each complaint / request is filed in a separate file.

f) In case of distant places, the complaints / requests may be delivered through

post/courier/email to the concerned offices.

RECTIFICATION OF COMPLAINTS:

The CESU service personnel would attend to the customer complaint within the stipulated service level

timeframe. Once the complaint is rectified, the CESU service personnel will report back the compliance

to the Officer / staff who will communicate the same to the CSC executive and CSC will update the

status of the complaint. The CSC executive shall close the complaint. In case the complaint is not

resolved within the stipulated timeframe, then the CSC executive will escalate the complaint to the

notice of the higher authorities for expediting the resolution process. Wherever, there is an online

network available between the offices concerned the system will automatically escalates the information

to the higher authorities.

INTERNAL PROCESS MONITORING: The CSC Supervisor should closely monitor the performance of the receiving and dispatching CSC

executives. The application software should provide separate screen for the Supervisor to monitor the

activities of the executives and perform load balancing of the tasks handled by the executives. He is to

report the CMC manager on daily basis.

EXTERNAL MONITORING: Supervisor should regularly contact the field officers & staff / breakdown van personnel / concerned

offices to get updated information on the status of the complaints. The system gives alerts for

deviations and prompts for viewing various reports to initiate timely actions for ensuring the

effectiveness of the process.

STATUS UPDATING TO CUSTOMERS a. Customers can call up / visit the Customer Service Center to know the status of the complaints

registered by them.

b. The registration ticket number is obtained to check the latest position of the respective complaint /

request.

c. The details of the enquiry calls / visit are recorded in the system for maintaining the history of the

complaint / request.

MONITORING & ESCALATION a. The Customer Service Center Executive monitors the resolution of the complaints / requests.



Before the completion of the service level time, depending upon the nature of the complaint /

request, the system prompts the Customer Service Center Executive to expedite the resolution

process.

b. When the system prompts for the first escalation, the Customer Service Center Executive contacts

the concerned Official i.e. JE (El.)/ SDO(El.) / SDO(Com), over phone and through letter, and urges

to expedite the resolution process. The status of the complaint is updated as ‘Escalated’.

c. When the system prompts for the second escalation, the Customer Service Center Executive

contacts the concerned higher official i.e Executive Engineer / Superintendent Engineer. Depending

upon the criticality of the complaint, it may be escalated upto the level of Chief Executive Officer.

d. The complaints / requests should be monitored until they are resolved.

CLOSING OF COMPLAINTS / REQUESTS a. Once the complaint / request is resolved, the concerned officials may send a letter and also calls up

over telephone to the Customer Service Center Executive to inform about the same.

b. If the customer is having a phone/ mobile number, the Customer Service Center Executive should

contact the customer over phone intimating him/her regarding resolving of the complaint / request.

The Customer Service Center Executive finally closes the complaint / request in the system.

CENTRALIZED COLLECTION CENTER (CCC):

The Centralized Collection Center (CCC), should have infrastructure for collecting Cash, Demand

Draft/ Cheque Drop Box and Any Time Payment (ATP) etc. These services are available on 24x7 basis,

365 days a year. The CCC shall be operated at Customer Management Center (CMC) Power House

Colony, Unit VIII, Bhubaneswar and two additional centralized collection centers to be operated at

Electrical section office at Saheed Nagar & at GRIDCO Colony Bhoi Nagar, Bhubaneswar on 12x7 basis,

365 days a year. However the Cash collection at each Counter will be done only from 8 AM to 8 PM on

365 days a year.

Role of CCC:

• Cash collection at each Counter from 8.00 AM to 8.00 PM on 365 days a year.

• Facilitates Cheque Drop Box 24 hrs.

• Installation of One Number ATP (Any Time Payment) machine for cash collection 24 Hrs at CMC,

Power House Colony, Unit VIII, Bhubaneswar.

• Records of all transaction, Deposit of Cash/Cheque/DD with proper security checks & insurance.

• Online / offline updating of all transactions made with consumers on cash payments received with

the CESU IT Centre.

The Bidder should be capable to provide additional ATP machines to be operated in future at

Bhubaneswar, Puri, Cuttack, Angul & Dhenkanal Etc. The premises for setting up the ATPs shall be

provided by CESU. Necessary other arrangement shall be provided by the bidder for operation of ATP

machines.

BRIEF OPERATIONS OF CENTRALIZED COLLECTION CENTERS:

• This involves receipt of payments from consumers, depositing them into the Bank, and

dispatching information of the same to the appropriate division with all the relevant reports.

• Payments can be made by consumer in shape of Cash/ DD/ Cheque. The consumer is provided

with a computer-generated money receipt.



• At the end of each shift the collections received during the shift as well as the Cheque/DD

received in drop boxes & Collection through ATP machine should be totaled and segregated in

Collection Centre Receipts Statement [CCRS] having all necessary details of consumer duly

certified by the CMC Manager. This amount should be reconciled and to be posted in the PCB

(Petty Cash Book). Cash collected at different CCC should be submitted at CMC on the same

day with proper security arrangements. The payments received would then be deposited in

concerned division’s bank account with proper security measures within same day. The Bank

counterfoils along with the CCRS (Collection Centre Receipts Statement) should be handed

over to Division Office on the same day alongwith the soft copy. A copy of same (both hard &

soft) is also to be handed over to SDO (Comm.). A route rider would travel to each Division &

SDO office and hand delivers the documents with proper acknowledgement with details of the

receipt date and time.

• Any collection of revenue & other fees / charges collected by CCC & NSC after banking hours

should be kept inside good quality Iron Chest with proper security measures at CMC Centre.

• If CESU requires any report / informations, the same would be provided immediately as and

when required.

• The Centralized Collection Centre should be capable to work on Online & Offline mode having

adequate data protection & recovery provision against any type of system failure / malfunction/

force majeure conditions.

• The CMC Campus at Power House Colony, Unit VIII, Bhubaneswar (having CCC & ATP) must

have security guards (both day and night).

• The CMC Manager should submit the collection information in required format both in Soft & hard

copy to the respective divisional In-house Billing Cell on regular basis for processing of the

monthly consumer bills.

MANPOWER REQUIREMENT FOR CCC:

Seat General (8AM to 8PM) Total (Nos)

CCC Executives

[ 2 nos for each CCC]

06 06

Security Guard

[1 No. for each location excl. CMC]

02 02

MINIMUM QUALIFICATION & EXPERIENCE OF CCC PERSONNEL:




CCC Executives

Bachelor Degree

• Proficient in relevant computer Applications for CCC.

• Knowledge of administration and documentation processes of CCC.





NEW SERVICE CONNECTIONS CENTER (NSC):

BRIEF SCOPE OF NSC:

The New Service Connection Center (NSC) provides a centralized customer friendly channel for New

service Connection registration and monitoring mechanism for effecting power supply to LT Single

Phase Customers upto 5 KW load within the jurisdiction of distribution divisions BCDD-I, BCDD-II

and BED Bhubaneswar under CESU on 12x7 basis, 365 days a year.

As this Centre will be on Single window operational mode, Customers shall approach for

providing new service connection centrally. NSC will provide the required application forms to

customers for New Service Connection and will assist the customers to fillup/submit the same with

all required documents as per rule alongwith processing fee & treasury challan. NSC will scrutinize

and forward the same to the concerned JE/SDO for technical feasibility & commercial verifications.

NSC has to coordinate with concerned JE/SDO for receipt of technical & commercial feasibility

report within specified time period & to take further action of collection of other necessary

fees/charges and Security Deposit from the customer before energisation of power supply by NSC.

CESU will provide the required materials (incl. Meter) from service pole to consumer’s point of

entry of supply mains to the contractor.

The NSC should adhere to the rule & regulations of the OERC / CESU / Govt. of Odisha from time

to time.

All the status report should be available with the NSC at any point of time from the point consumer

submits his application till consumer gets power supply / electricity bill.

The activities performed under NSC :

• To receive completed application form for New Service Connection (Including the consumers

through Indemnity Bond) for effecting power supply to LT Single Phase Customers upto 5 KW

load within the jurisdiction of distribution divisions BCDD-I, BCDD-II and BED Bhubaneswar

under CESU on 12x7 basis, 365 days a year.

• New service connection without any additional work will be follow up and power supply will be

provided as per OERC/CESU guidelines from time to time.

• Where the JE(El.) found that the New service connection application is not technically feasible.

The JE(El.) will prepare an estimate for the same as per rules & guidelines . The estimate will be

approved by appropriate authority and the same will be intimated to the NSC. NSC will

coordinate & will intimate to the applicant for deposit of estimated amount with appropriate

authority of CESU for execution of work. After completion of work & due inspection, appropriate

authority of CESU will intimate to NSC for energisation of power supply. NSC has to monitor &

coordinate the entire process with applicant & CESU till consumer gets power supply / electricity

bill.

• If the power supply is not feasible to the customer due to any specific reasons beyond the

control of CESU, the same should be intimated to the applicant accordingly.

• The NSC should monitor the initial report of JE on technical feasibility status and arrear status

etc. for new consumer registration.



• Consumers having arrears have to clear up the outstanding before taking new supply as per

OERC Code.

• To monitor the payment made by Indemnity Bond consumers against the available security

amount from the consumer database.

• The monitoring mechanism shall be followed for all the distribution divisions under CESU

regarding new service connection complaints.

NB : For providing New Service Connection by NSC, the conveyance cost will be mutually

decided with the awarded contractor. However the final decision will be held with

CESU.

MANPOWER REQUIREMENT FOR NSC:

Seat General (8AM to 8PM) Total

NSC Supervisor 01 01

NSC Executives 03 03

NSC field staff [ 2 nos for each group]

06 06

MINIMUM QUALIFICATION & EXPERIENCE OF NSC PERSONNEL:




NSC Executives/ Supervisor

Bachelor Degree

• Proficient in relevant computer Applications for NSC.

• Knowledge of administration and documentation processes of NSC.

• Knowledge of OERC Distribution Code, Electricity Act 2003, Departmental rules and regulations., etc.



NSC field staff

ITI in Electrician Trade (NCVT

/SCVT) & Lineman-C

• One Year working experience under any reputed company / utility / Govt. HT Licensed Electrical Contractor.


PROCEDURE OF NEW SERVICE CONNECTIONS:

� Without estimate

� With estimate



Process for New Service Connection (Without Estimate):

• Single phase consumers under LT upto 5KW are covered.

• Registration of application with all required supporting documents & processing fees.

• Registration ticket number having date & time is to be generated & to be handed over to

the customer.

• Service level starts from the date of registration of the application received in complete

shape.

• Application alongwith all documents is to be handed over to respective Electrical Section

Office maximum within 24 Hrs (i.e. within next working day)

• Check of technical feasibility by JE(El.) within 02 working days & then Check of any

arrears outstanding by the SDO (Comm.) within 01 working day respectively.

• NSC to collect the technical & commercial feasibility report from the concerned

SDO(Comm.)

• To receive required Security amount, any other charges & outstanding arrears (if any)

from the customer.

• NSC is to collect the test report from customer duly signed by a licensed Electrical

contractor before effecting power supply.

• Power supply to the customer is to be given by NSC field staffs with the required

materials (incl. Meter, TP Box & Seals) to be supplied by CESU (through imprest as per

requirements). Power supply should be given with proper safety precautions, preferably

in the presence of the concerned area lineman.

• Services level to release supply in urban and rural areas are maximum 07 working days

and 10 working days respectively complying all departmental formalities.

• NSC has to monitor, coordinate & capture the entire workflow process till consumer gets

power supply / electricity bill.

• NSC will update all the details to the consumer master report as per CESU requirement &

submit the same to division office both in hard & soft copy for generation of electricity

bill.

Process for New Service Connection( With Estimates):

• Single phase consumers under LT upto 5KW are covered.

• Registration of application with all required supporting documents & processing fees.

• Registration ticket number having date & time is to be generated & to be handed over to

the customer.

• Service level starts from the date of registration of the application received in complete

shape.

• Application alongwith all documents is to be handed over to respective Electrical Section

Office maximum within 24 Hrs (i.e. within next working day).

• Check of technical feasibility by JE(El.) and preparation of estimate within 02 working

days .

• Estimate is required where any LT pole extension(s) is necessary.

• The SDO(El.) will check the estimate & SDO (Comm.) will check for any arrears

outstanding within 01 working day.

• NSC to collect the commercial feasibility report from the concerned SDO(Comm.)

• The SDO(El.) will forward the Estimate to the Executive Engineer for sanction of

estimate & for issuance of permission to the consumer with a copy to NSC.



• After deposit of necessary estimated amount by the customer, the work will be carried

by CESU departmentally / customer’s appointed licenseed contractor observing all

departmental formalities.

• After due inspection by Electrical Inspector, Govt of Odisha, the Customer premises is

technically feasible to get service connection.

• In case of work is done by customer’s appointed licenseed contractor, then the customer

will submit the copy of Work completion & Inspection report to SDO(El.).

• SDO(El.) will verify the same & will issue a Charging Order in favour of the Customer.

• NSC will collect the customer’s charging order & will intimate the customer to deposit the

required Security amount, any other charges & outstanding arrears(if any)

• NSC is to collect the test report from customer duly signed by a licensed Electrical

contractor before effecting power supply.

• Power supply to the customer is to be given by NSC staffs with the required materials

(incl. Meter, TP Box & Seals) to be supplied by CESU (through imprest as per

requirements). Power supply should be given with proper safety precautions, preferably

in the presence of the concerned area lineman.

• Services level to release supply in urban and rural areas are maximum 07 working days

and 10 working days respectively excluding the period from sanction of estimate by

Divisional Engineer & receipt of completion & inspection report.

• NSC has to monitor, coordinate & capture the entire workflow process till consumer gets

power supply / electricity bill.

• NSC will update all the details to the consumer master report as per CESU requirement &

submit the same to division office both in hard & soft copy for generation of electricity

bill.

It is visualized that there will be a complete setup of New Service Connection Centre (NSC),

well equipped to carry out the assigned job within the time frame , quality works & better

customer satisfactions.

5. APROACH & METHODOLOGY:

Contractor has to submit a detailed implementation plan for the setting-up and mobilization of CMC prior to full operation and commissioning containing :-

a) Organisation's approach to ensuring to deliver best practice.

b) Organisation’s practices to keep themself uptodate on the current issues, opportunities and

general information at their helpdesk / customer management centre to benefit the

customers of CESU.

c) Organisation’s innovative techniques, initiatives and continuous improvement ideas that

could be utilized to enhance the value of the service offers to CESU with reduced costs.

6. COMMUNICATION SKILLS:

The CMC executives shall be able to communicate with the customers in three (03) languages, viz.

Odia, Hindi & English (Speak/ Read/Write) with proper local accent, pleasant communication skills

and the executives shall have good knowledge of the Utility services.



7. TRAINING:

The contractor has to arrange the training programs for the manpower deployed at the customer

management center. The executives deployed have to be trained on the following topics:

� Functioning of power distribution utilities.

� Customer management process at power distribution utilities

� Procedures to be adopted as per distribution code & practices.

� Customer care and customer service concepts.

� Telephone etiquettes and communication skills.

� Accent neutralization.

� Stress and work pressure handling.

The training plans and training manuals have to be submitted to CESU for necessary vetting before

taking up of the training program. CESU will conduct User Acceptance Test (UAT) before starting of

the regular operation of the CMC.

Training of CMC executives in soft skills & etiquettes as required for operations shall be provided by

the contractor as and when it is required. The CMC executives shall have to update themselves

about the relevant activities / services of CESU for which they will be briefed by CESU from time to

time. CMC executives have also to acquaint themselves with all the rules & regulations of

CESU/OERC, Electricity Act 2003 & any others law, bylaws of electricity sector.

8. SERVICE LEVEL PERFORMANCE :

1. SU – System Uptime – Measures in %

2. FCR - First Contact Resolution - % of cases resolved on first call.

3. ASA - Average Speed of Answer (<3 minutes) - time in seconds that the caller waits in the

Queue.

4. CPU – Call Pick Up - Measures in Seconds

5. AHT - Average Handle Time - Service level period.

6. Staff productivity – Service per hour, Work carried per executive/ group.

7. Absenteeism - Unscheduled absenteeism of productive staff measured in %.

8. Tagging and logging of calls in software- Daily logged in time.

9. Dispatch of request /complaint received- Within scheduled time to concerning utility employee

by CMC executives.

10. Acknowledgement- Acknowledgement of complaint rectified/request entertained to

consumers.

9. MONITORING & REPORTS:

CMC executives should have the ability to handle all types of requests/ call/ complaints and to

provide necessary information to resolve the requests/ call/ complaints at his level itself. The call

executives must maintain calm, polite and sophisticated approach while handling calls of aggrieved



consumers. In no case un-parliamentary or rough language should be used by the CMC executives

while handling consumer complaints.

All reports and documents prepared shall be professionally precise and objective oriented. The

report formats shall be finalized in Consultation with the Officer in Charge, CESU. A consolidated

MIS report should be submitted on monthly basis/ on requirement by providing the details to

Officer in Charge, CESU and as well as to the field officers, head quarter office for their

monitoring periodically. The CMC manager shall record the shift wise reports for all the services

and submit them on a daily basis to the Officer in Charge, CESU. The following MIS reports

mentioned below are indicative in nature and the MIS reports shall be finalized with the Officer in

Charge, CESU.

Monthly reports:

• Operational services report.

• Complaint resolve/ unresolved report

• Consumer Bill collection report

• New service connection report.

• Attendance report

• Service level performance report.

Exception reports: -

• Add-on reports as per CESU requirement.

Month end process: -

• Activity & Backup data in Compact Disk (CD) handover to Officer In Charge, CESU

Contractor shall be responsible for timely generation of reports and timely submission to the Officer

in Charge, CESU. Contractor shall also be required to submit all the reports generated by Customer

Management Centre (CMC) along with any other report as and when required by CESU/OERC/ Govt.

of Odisha.

sd/-

CHIEF GENERAL MANAGER (COMM.)



SECTION –IV

INSTRUCTION TO BIDDERS



SECTION - IV

INSTRUCTION TO BIDDERS

1. GENERAL:

1.1 The bidders are requested to furnish the offer in duplicate and to ensure that each page of the

tender should be duly stamped & signed by the authorised signatory of the bidder.

1.2 The bidders are requested to ensure that all required schedule/ format/ annexure/declaration etc.

should be duly filled-in and are submitted with the bid document. The bidders should also note

that in absence of any of the required documents, their offer shall be rejected outrightly.

1.3 This Tender Document is Not-Transferable from one bidder to any other bidder.

1.4 Before submitting the tender, the bidder should have full knowledge of the requirement and have

satisfied himself by actual inspection of site and locality of work. It must be ensured that all

conditions that are likely to be encountered during the execution of work have been taken into

consideration by the bidder and the quoted rates are adequate to meet all the contractual

obligations under this contract.

1.5 The submission of a tender by the bidder implies that he has read and accepted the instructions,

conditions of the contract and made himself aware of the scope and specifications of the work to

be done, and all other factors having a bearing on the execution of the works.

1.6 CESU will not, after acceptance of contract rate, pay any extra charges for any reason

whatsoever, in case the bidder is found later to have misjudged any requirement &

condition(s).

1.7 Tenders will be opened as per the schedule provided in the tender notice and in the presence of

Bidders for their authorised representatives. Bid shall be submitted by the bidder within the

prescribed due date and time, and delayed submission for whatsoever reasons, will not

be accepted. CESU shall not assume any responsibility for any delays either for the late receipt

of documents by bidders or late receipt of bids by CESU. No extension in time shall be

granted on such grounds.

1.8 In case prices quoted by bidder for some items or all items are given as a lump sum, instead of

unit prices as required in the tender, CESU can summarily reject such incomplete tender.

1.9 In case of any ambiguous or self-contradictory terms/conditions mentioned in the bid,

interpretation as may be advantageous to CESU will be taken without any reference to the

tenders.

1.10 One bidder can submit only one bid for the same work.

1.11 The bid shall be written/ printed legibly, free from any erasure/overwriting /conversions of figures.

Any corrections, where unavoidable, shall be made by crossing it out, duly signed with date by the

authorised signatory of the bidder. The tenders found with erasure/overwriting /conversions of

figures etc. are likely to be rejected outrightly.

1.12 Bid(s) which do not fulfil any / all of the above conditions or are incomplete in any respect are

liable to be rejected. CESU reserves the right to reject any or all the tenders without assigning any

reason thereof.

1.13 CESU reserves the right to disqualify the contractor who will not meet the contractual obligations

against the contract, entered into with CESU. CESU also reserves the right to blacklist the

contractor.

1.14 The Contractor shall obtain a valid labour license under the Contract Labour (R&A) Act 1970 and

the Contract Labour (Regulation and Abolition) Central Rules 1971, before execution of the



awarded work and continue to have the valid license until the completion of the work. The

contractor shall also abide by the provisions of the Child Labour (Prohibition and Regulation) Act

1986. Any failure to fulfill the above requirements shall attract the penal provisions of the Act(s)

and possibility of resultant non execution of the work. CESU will not be held responsible for the

same and reserves the right to cancel the contract without any notice time.

1.15 The Contractor shall fully responsible for payment of benefits including but not limited to

Provident Fund, Bonus, and Retrenchment Compensation. Leave Encashment, ESI etc. employed

by them as per statutory provisions from time to time.

1.16 Upon the written directions of the Officer-in-charge of CESU, the Contractor shall immediately

remove from the works any staff(s) deployed thereon, who may in the opinion of the Officer-in-

charge be incompetent or responsible for misconduct. Such persons shall not be employed again

on the works without the written permission of the Officer-in-charge, or such other officer so

authorized for such purpose.

1.17 In case it is found that any theft or damage has occurred to the property or premises of the

CESU due to negligence of personnel in performing his/ her duty and /or absence from the place

of duty and/or not providing substitute by the Contractor or any other reason, the cost of all

such losses or damages as assessed by CESU / Competent authority shall be recovered from the

Contractor’s monthly bill or from his security deposit.

2. REQUIREMENTS :

2.1 Customer Service Centre executives will act as a first level of support, and it is envisaged that

majority of queries will be replied by these first level executives.

2.2 The office hours for the CSC would be round the clock (24hrs.x 7days) and CCC & NSC (12 hrs

x 7 days). The CMC would operate for 365 days a year basis including Sundays and

Holidays.

2.3 Should have adequate buildup database using the Frequently Asked Questions, their queries

and their answers being provided by the Customer Service Centre Executive will be maintained by

the contractor in the form of documentation and shall be provided to the CESU as and when

asked.

2.4 Distribution of duties and their timings shall be decided by contractor under supervision of Officer

in charge of CESU through a monthly schedule prepared in advance of each month based on the

traffic and business requirements. There will be a break for 30 minutes in each duty shift as per

the schedule prepared by contactor in such a way that the services are not affected.

2.5 CSC Executives shall be required to handle calls/queries/requests related to various services

over the IVRS/phone and to provide instant solutions to customer’s calls/ queries/requests,

to the utmost satisfaction of the customers.

2.6 The contractor should be able to increase staff as and when required by CESU at the same rates,

terms and conditions.

2.7 The contractor will deploy one CMC Manager who will look after the works of CESU Customer

Management Centre.

2.8 The manpower deployed will be the responsibility of the contractor alone. Under No

circumstance they shall claim for any absorption in CESU.



2.9 It will be binding on the contractor that none of their manpower deployed shall possess and

divulge internal system information of CESU to any outsider. If any such activities are observed by

CESU, it will be binding on the part of the contractor to remove such delinquent staff(s) from this

works. Contractor will be solely responsible for any kind of loss to CESU. CESU shall have

the right to file a legal case against the Contractor or such delinquent staff(s).

2.10 The manpower deployed should have to adequate knowledge regarding the requirements, Rule

& Regulations of CESU/ OERC and update themselves about the relevant activities/services of

CESU for which they may be briefed by CESU from time to time. Proper training should be given by

the contractor to his staffs from time to time.

2.11 The manpower supplied by the contractor will not be allowed to carry out continuous shift duties.

2.12 Female staffs should not be deployed in the night shift.

3. INFRASTRUCTURE AT CMC: The Customer Management Center shall have to be equipped with efficient customer management

system application in a customer friendly environment. The proposed center would have sufficient

number of telephone lines to facilitate easy access to the customers. The Customer Master data and

Billing data shall be updated in the system on a regular basis in an offline mode and as well as online

mode wherever network between various CESU offices are present, for providing proper linkage

between all the customer related activities like metering, billing, collections, new service connection,

disconnections & dismantlement, field service requests etc.

The CMC executive seats should be well placed at sufficient distance so that conversations

are not overheard. Each executive should be provided with a standard and convenient seating

arrangement with all facilities to perform.

Each workstation should be provided with Work station PC along with good quality headsets having

provision of call transfer, voice switch, background noise cancellation etc. Option of using handsets

should also be available.

The CMC centre environment should be pleasant and refreshing. The lighting should be soothing and

air-conditioning upto human comfort level. CMC should have its own pantry, clean and tidy toilet.

The working atmosphere should be noise proof to avoid disturbances from external sources.

The infrastructure should be provided with fire fighting equipments to avoid any disasters The

workstations will be connected to each other through a LAN (Local area network) connection. There

should be separate and adequate space to host technology equipments, which must be

safe, secure and accessible to administrative use only.

4. SITE VISIT. The bidders are strongly advised to assess the site conditions and submit a realistic offer for the

execution of the work at their own risk without any further liability on CESU.

5. DISCLAIMER:

5.1 This document includes statements, which reflect various assumptions, which may or may not be

accurate. Each bidder should conduct their own estimation and analysis and should check the

accuracy, reliability and completeness of the information in this document and obtain independent

advice from appropriate sources in their own interest before submission of bid.



5.2 Neither CESU nor its employees will have any liability whatsoever to any bidder or any other

person under the Law or Contract, the principles of restitution or unjust enrichment or otherwise

for any loss, expense or damage whatsoever which may arise from or be incurred or suffered in

connection with anything contained in this document, any matter deemed to form part of this

document, provision of services and any other information supplied by or on behalf of CESU or its

employees, or otherwise arising in any way from the selection process for the supply / provision of

Services for the Project.

5.3 Though adequate care has been taken while issuing the Bid document, the Bidder should satisfy

them self that documents are complete in all respects. Intimation of any discrepancy/ doubt (if

any) should be sent to the CESU’s address for speedy response.

5.4 This document and the information contained herein are Strictly Confidential and are for use of

only the person (s) to whom it is issued. It may not be copied or distributed by the recipient to

any third parties.

6. COST OF BIDDING: The Bidder shall bear all costs associated with the preparation and submission of its Bid and CESU

will in no case be responsible or liable for those costs.

7. BIDDING DOCUMENTS: The Scope of Work, Bidding Procedures and Contract Terms are described in the Bidding

Documents. In addition to the covering Letter accompanying Bidding Documents, the Bidding

documents include:

(a) Invitation For Bids (IFB) - Section –I

(b) Qualifying Requirements - Section –II

(c) Scope of work - Section –III

(d) Instruction to Bidders (ITB) - Section –IV

(e) General Terms and Conditions of Contract (GTCC) - Section –V

(g) List of Annexures for Technical Specification Requirement of CMC & Schedules, Formats, etc.

- Section –VI

8. AMENDMENT OF BIDDING DOCUMENTS:

8.1 At any time prior to the deadline for submission of Bids, CESU may, for any reason, whether at its

own initiative or in response to a clarification requested by a prospective Bidder, modify the Bidding

Documents by way of issuing an addendum.

8.2 The Amendment / Addendum shall be part of the Bidding Documents, pursuant to Clause 8.1, and it

will be binding on the Bidder(s).

8.3 In order to afford prospective Bidders reasonable time in which to take the Amendment into account

in preparing their Bids, CESU may, at its discretion, extend the deadline for the submission of Bids.

9. LANGUAGE OF BID. The Bid prepared by the Bidder and all correspondences and documents relating to the Bid

exchanged by the Bidder and CESU shall be written in English language, provided that any printed

literature furnished by the Bidder may be written in another language so long as it is accompanied

by an English translation of its pertinent passages in which case for purpose of interpretation of the



Bid, the English translation shall be considered. The English translation shall have to be notarized

certified to be the true copy by the bidder or the person who has translated the same.

10. DOCUMENTS COMPRISING THE BID: The bidders are strongly advised to examine all the instructions, requirements, forms, terms &

conditions and specifications etc. in the bidding documents. Failure to furnish all / any of the

information(s) required as per the bidding document or submission of a Bid which is techno-

commercially Non-Responsive, will be at the bidder’s risk and shall result in rejection of their Bid(s).

The bid prepared and submitted by the bidder shall comprise of two parts i.e. Part-I (Techno-

Commercial Bid) & Part-II (Price Bid) as detailed below. Each Part alongwith all

documents/schedules / formats/ annexures/ declaration etc. are to be submitted in two sealed

envelopes marked as original and duplicate separately.

(A) Part-I (Techno-Commercial Bid) must contain the following documents :-

(i) Bid document duly signed by the bidder in every page(s) alongwith all required

documents/schedules / formats/ annexures/ declaration etc. duly filled in & signed

by the authorized signatory of the bidder with seal in a separate envelope

superscribed as “Techno Commercial Bid”. Bids containing information in formats

other than the prescribed format shall not be acceptable and may make the bid non-

responsive.

(ii) Requisite Bid Security (EMD) as per Clause No. 5 of Section –I, IFB shall be

submitted in a separate envelop superscribing as “EMD” failing which the bid may be

treated as non-responsive.

(iii) Requisite Cost of Tender Document i.e. Rs.10,500/- (inclusive of 5% VAT) in shape

of Demand Draft from a Nationalized/Scheduled Bank issued in favour of “CESU”

Payable at Bhubaneswar, if the document is downloaded from CESU website OR the

Original Copy of Money Receipt, if the document is purchased from the Cash Counter

of CESU Head Office.

(B) Part-II (Price-Bid): must contain the following documents :-

Price schedules (strictly as per prescribed format at Annexure-VII) duly filled-in, signed &

stamped by the authorized signatory of the bidder. Price schedules should be submitted in a

double sealed envelope separately duly superscribed as “Price Bid”.

The three envelopes containing the Techno-Commercial bid, EMD and Price Bid shall then be

kept in an outer envelope and duly sealed. The outer envelope shall clearly indicate the Bidder’s

name and address and with the following text in bold capital letters “SETTING-UP,

OPERATION AND MANAGEMENT OF CUSTOMER MANAGEMENT CENTER AT

BHUBANESWAR, ODISHA”. TENDER SPECIFICATION NO: CESU/ AT&C/176/2012-

13/…………, date …………

11. SUBMISSION OF BID & EARNEST MONEY DEPOSIT (EMD): 11.1 The Bidder shall complete and submit the Bid Document in duplicate enclosing all documents at

Clause- 10 above in sealed envelopes for Original & Duplicate separately, superscribing Tender

Specification No…………., Date ……………….. & Description of work.



11.2 The bidder shall submit E.M.D as a part of the bid in the prescribed manner for the amount

mentioned in Clause No.5 of Section –I. The Bids without EMD shall be rejected outrightly.

11.3 The E.M.D is required to protect CESU / it’s representative against the risk of bidder’s conduct,

which would warrant the security’s (EMD) forfeiture.

11.4 The E.M.D shall be in the following form:

A/C Payee Demand Draft in favour of “CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA”

issued by a Nationalized / Scheduled Bank payable at Bhubaneswar only.

11.5 Unsuccessful bidder’s E.M.D shall be refunded back as promptly as possible, but not later than

thirty (30) days after the expiry of the period of bid validity. The successful bidder’s E.M.D shall

be discharged upon furnishing of the performance security.

11.6 The E.M.D may be forfeited due to following reasons:

1) If the bidder withdraws bid during the period of bid validity specified by the bidder in the bid

document

2) In case the successful bidder fails to give his acceptance / sign the contract in specified time

and / or fails to submit the requisite performance Bank guarantee.

12. BID PRICES:

12.1 Bidders have to quote for the entire requirements/service covered under scope of work as per the

enclosed format in Annexure –VII. The total Bid Price shall also cover all the contractor’s

obligations mentioned in or reasonably to be inferred from the Bidding Documents in respect of

operation and management of Customer Management Center, all in accordance with the

requirement of Tender Documents. The Bidder shall complete the appropriate Price Schedules

enclosed herein at Annexure – VII.

12.2 The bidders are strongly advised to assess the requirement under the scope and should submit a

realistic offer at their own risk without any further liability on CESU.

12.3 The Price offered shall be inclusive of all costs as well as duties, taxes and levies paid or payable

during implementation of the contract (excl. service tax). If the Bidder is exempted from Excise

duties, concession in the sales tax, levy of entry tax etc, the same should be clearly mentioned

and should be supported with documentary evidence.

12.4 Prices quoted by the Bidder shall be “FIRM” and not subject to any price adjustment during the

contract period. A Bid submitted with variable price or an adjustable price shall be treated as

non-responsive and rejected outrightly.

12.5 In case there is any increase in the number of any services in the scope, the Contract Price may

be increased in the same terms & conditions.

13. CONTRACT PRICE:

13.1 The Prices quoted for the Contract shall remain “FIRM” and CESU shall not compensate contractor

for any variations. However, any variation in the taxes & duties within the scheduled date of work

order/ agreement shall be borne by CESU, else the same shall be borne by the Contractor.

13.2 In case CESU revise the scope of works, contractor shall be compensated based on the Unit Price

Rate agreed upon before order placement or as per mutually acceptable rates.

14. BID CURRENCIES.

The prices should be quoted in the currency of Indian Rupees only.



15. PERIOD OF VALIDITY OF BIDS:

15.1 Bids shall remain valid for 180 days from the date of opening of Price Bids.

15.2 Notwithstanding Clause 15.1 above, CESU may solicit the Bidder’s consent to an extension of the

period of Bid Validity. The request and the responses thereto shall be made in writing or Email or

by Fax.

16. ALTERNATIVE BIDS:

Bidders shall submit Bids complying with the Tender Documents. Alternative bids shall not be

considered for evaluation.

17. FORMAT AND SIGNING OF BID:

17.1 The Original Bid Form and accompanying documents, clearly marked “Original Bid”, plus one

copy of the Techno-Commercial proposal must be received by CESU at the date, time and place

specified under Section-I. The Price Bid in Original should be submitted in a separate sealed

envelope marked as “Price Bid”. In the event of any discrepancy between the original

and the copies, the original shall govern.

17.2 The original and the duplicate copy of the Bid shall be typed or written legibly and shall be signed

by the Bidder or a person or persons duly authorized to sign on behalf of the Bidder. Such

authorization shall be indicated by written Power-of-Attorney / Board Resolution accompanying

the Bid.

17.3 The bid shall be written/ printed legibly, free from any erasure/overwriting /conversions of figures.

Any corrections, where unavoidable, shall be made by crossing it out, duly signed with date by the

authorised signatory of the bidder. The tenders found with erasure/overwriting /conversions of

figures etc. are likely to be rejected outrightly.

18. SEALING AND MARKING OF BIDS:

18.1 Bid submission: One Original & One Duplicate Copy of the Bid along with all documents shall be

sealed and submitted to CESU before the closing time for submission of the bid.

18.2 The Bid proposal should be divided into two parts and should be submitted in two separate sealed

envelopes, addressed to CESU. All the envelopes should bear the Name and Address of the Bidder

and marking for the Original and the duplicate copy. The envelopes should be super-scribed with

the title of its contents, as follows:

i) TECHNO COMMERCIAL BID ENVELOPE: Shall contain the copy of Bid Document duly

signed in each page with seal, Bid EMD, Cost of Tender Document, all supporting

documents for qualifying requirement alongwith duly filled in formats / annexures /

declaration/ schedules etc. given at Section-VI.

ii) PRICE BID ENVELOPE: Shall contain the Price schedule duly filled in & signed & Sealed as

per the format at Annexure –VII under Section-VI. (This shall be submitted in a double

sealed envelope separately.)

18.3 The inner & outer envelopes shall :

a) To be addressed to the CESU at the following address :-



CHIEF GENERAL MANAGER (COMMERCE)

CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA,

2ND FLOOR, IDCO TOWERS, JANPATH,

BHUBANESWAR, ODISHA , 751022

b) Bear the work name in bold capital letters as: “SETTING-UP, OPERATION AND

MANAGEMENT OF CUSTOMER MANAGEMENT CENTER AT BHUBANESWAR, ODISHA”. Tender Specification No: CESU/ AT&C/176/2012-13/……………, Date …………

In addition to the information required in sub clause (a) and (b) above, the outer envelope shall

indicate the name and address of the Bidder to enable the Bid to be returned unopened in case it

is declared “Late” pursuant to Clause 20.

18.4 The Bidders have the option of sending the Bids by Post/ Courier services or in person. Bids

submitted by Telex/Telegram/Fax/Email will not be accepted. No request from any Bidder to CESU

to collect the proposals from Airlines/ Cargo Agents etc. shall be entertained by CESU.

19. DEADLINE FOR SUBMISSION OF BIDS: 19.1 The Original Bid together with duplicate copy, must be received by CESU at the address specified

in Clause 18.3 within the specified date & time mentioned in the invitation for bids.

19.2 CESU may, at its discretion, extend the dead line for the submission of Bids by amending the

Bidding Documents, in which case all rights and obligations of CESU and Bidders previously

subject to the deadline will thereafter be subject to the deadline as extended.

20. LATE BIDS

Any Bid received by the CESU after the deadline for submission of Bids prescribed by CESU,

pursuant to Clause-19, will be declared “Late” and rejected outright and returned unopened to the

Bidder.

21. MODIFICATION AND WITHDRAWAL OF BIDS: 21.1 The Bidder may modify or withdraw his Bid after the Bid’s submission, provided that written

request for the modification or withdrawal is received by the CESU prior to the deadline

mentioned for submission of Bids.

21.2 The Bidder’s modification or withdrawal notice shall be prepared, sealed, marked and dispatched

in accordance with the provisions of Clause 18 & 19. A withdrawal notice may be sent by

Fax/Email but must be followed by an original signed confirmation copy.

No Bid can be modified subsequent to the deadline for submission of Bids. However, if the

bidder(s) prefer to submit the revised price bid before the due date of opening of the price bid;

the revised price bid shall be considered as final for price evaluation.

21.3 No Bid can be withdrawn in the interval between the deadline for submission of Bids and the

expiry of the period of Bid validity.

22. EVALUATION OF BID:

22.1 PROCESS TO BE CONFIDENTIAL: Information relating to the examination, clarification, evaluation and comparison of Bids and

recommendations for the award of a contract shall not be disclosed to Bidders or any other



persons not officially concerned with such process. Any effort by a Bidder to influence the CESU’s

processing of Bids or award decisions may result in the rejection of the Bidder’s Bid.

23. CLARIFICATION OF BIDS: To assist in the examination, evaluation and comparison of Bids, CESU may, at its discretion, ask

the Bidder for a clarification of its Bid. All responses to requests for clarification shall be in writing

and no change in the price or substance of the Bid shall be sought, offered or permitted.

24. EXAMINATION OF BIDS / RESPONSIVENESS: 24.1 CESU will examine the Bids to determine whether they are complete, whether any computational

error have been made , whether required EMD have been furnished, whether all the documents

have been submitted & properly signed on each page and whether the Bids are in order.

24.2 Arithmetical errors will be rectified on the following basis. If there is a discrepancy between the

unit price and the total price that is obtained by multiplying the unit price and quantity, the unit

price shall prevail and the total price will be corrected. If there is a discrepancy between the Total

Amount and the sum of the total price, the sum of the total price shall prevail and the Total

Amount will be corrected.

24.3 CESU will determine the substantial responsiveness of each Bid to the Bidding Documents

including capability to execute the work as per the scope. Substantially responsive bid is one,

which conforms to all the terms and conditions of the Bidding Documents without any material

deviation.

24.4 A Bid determined as not substantially responsive will be rejected by the CESU and will not

subsequently allowed to be made responsive by the Bidder by correction of the non – conformity.

25. EVALUATION AND COMPARISON OF BIDS: The bids shall be evaluated in the following procedures as noted below:

25.1 Preliminary Evaluation:

The Bidder’s responses shall be reviewed for compliance with the Qualification Requirements as per Section-II, Submission of required documents as per Section- VI. The Bidder(s) who fails to comply with any of the above, shall be termed as non-responsive and their bid(s) shall not be evaluated further.

25.2 Technical Evaluation:

Technical Evaluation will be conducted only for bidders who qualify in the preliminary evaluation and shall be intimated for a detail presentation at CESU Hq. office.

The approach & methodology, the project experience CV credentials of the team and demonstration skill etc. would be evaluated and scores would be given (out of 50). The technical evaluation for the role of CMC by CESU should be in line with the Qualifying Requirements. The number of dedicated resources that would be deployed by the bidder would be evaluated. In Project experience, weightage would be given for experience as followings: Billing, Collection, New Service Connection, Web-Services, Security, and Customer Service with IVRS, Integration, Network and Hardware. Successful completion of projects and proof in terms of performance certificates by the client will be given suitable preference / weightage. Bidder must achieve more than 80% out of Total Score of 50 (fifty) in order to qualify in the technical evaluation. However CESU reserves the right to modify the same.



Detailed Technical Evaluation Methodology:

Technical Evaluation would be conducted on the following parameters:

Evaluation Parameters

Parameters Details Weight Maximum Score

Approach & Methodology

Overall a. Understanding of the Utility and

its requirements b. Details of methodology c. Project Management office

structure d. Resource Planning and

estimation e. Risk Management

2.00 each 10.00

Presentation with Timelines (detailed Work Plan to be provided)

10.00 10.00

Relevant Experience:

a. Electricity Billing / Collection / New Service Connection

b. Web Services / Security / MIS c. Customer Care with IVRS d. Integration e. Hardware / Network

With suitable performance certificate from end users for on-going / completed projects.

2.00 each 10.00 Project Experience

For Work order(s) with its corresponding performance certificate for on-going / completed project issued by the End User.

3.00 each 15.00

Curriculum Vitae Relevant CV’s of required personnel’s as listed in Section-III

a. CMC Manager b. CSC Executives / Supervisor c. CCC Executives d. NSC Executives / Supervisor e. NSC Field Staff

1.00 each 5.00

Total : 50.00

� Approach and Methodology:

This shall evaluate the Bidder on various parameters like details of understanding of the Utility and its requirements, methodology, resource planning and estimation, project management office structure, project related risk management plan and adherence to timelines and tenability of reasons for deviation. Points shall be allotted as shown in the



table below. A mock presentation session shall be delivered in this regard for understanding the approach and methodology to be followed by the bidders.

� Project Experience:

The bidder is required to submit details of projects with relevant work involved with certification on client’s letter head as proof of the scope of work, value and completion. The documentary proof of all projects needs to be furnished.

� Resumes (CVs) Bidder should submit the resource persons CV as per mentioned Qualification & Experience Criteria.

25.3 Price Bid Evaluation:

Price Bid will be opened for the technically responsive bidders only. Price Bid should be un-conditional, failing which the bid shall be summarily rejected. Date and time of opening of Price bid shall be intimated later on to the responsive bidders only. The bidder would submit the quote of bid as per the format Annexure-VII given in the bid document. The evaluation committee will determine if the price proposals are complete, un-conditional and without any correction / overwriting. Bidder should note that the Price has to be quoted for total contract period of three (03) years inclusive of all taxes & duties (excl. service tax).

25.4 FOR EVALUATION OF THE COMBINED TECHNICAL AND PRICING SCORE OF ALL

THE RESPONSIVE BIDDERS, THE FOLLOWING FORMULA WILL BE USED :

= { [Technical Score x 0.50] + [(LP / OP x 100) x 0.50] }

(Where LP is the lowest price offer and OP is the offered price of the concerned bidder being evaluated. Contracts shall be awarded only to the bidder with the Highest Score upto two decimal places.)

25.5 CESU reserves the right to make his own assessment for deduction of scores from

the bidder’s total technical score under clause 25.2 for any deviation(s) in the bid,

for the fair comparison of Bids.

25.6 CESU reserves the right to accept or reject any of the proposal without assigning any reason

thereof, if the situation so warrants.

25.7 The CESU’s evaluation of a Bid will take into account, in addition to the Bid price, the following

factors, in the manner and to the extent indicated in this Clause:

b. Deviations from Bidding Documents as mentioned in Deviation Sheet.

c. Past performance and capability to execute the contract.

25.8 The purpose of this clause is only to provide the Bidders an idea of the evaluation

process that CESU may adopt. However, CESU reserves the right to modify the

evaluation process at any time during the tendering process, without assigning any

reason, whatsoever, and without intimating the Bidders on the same.

25.9 Bidders shall offer their Bid price basing on the terms and conditions specified in the Bidding

Documents. The Cost of all quantifiable deviations and omission from the specification &



requirements, terms and conditions specified in Bidding Documents may be evaluated. CESU will

make his own assessment of the cost of any deviation for the purpose of ensuring fair comparison

of Bids.

26. AWARD OF CONTRACT:

CESU will award the Contract to the successful responsive Bidder who’s Bid has been evaluated to

be the highest scored (H1). If more than one responsive bidder(s) are having the same highest

score, then in such event, CESU reserves all rights to award works to any one of the responsive

highest scored bidder.

If the H1 bidders do not execute the work within the time period, CESU may at his discretion

award the contract to H2, H3 responsive bidders in sequence provided that they agree to carry

out the contract with the lowest price in comparison to next higher scored bidder(s) or on a

negotiated contract price.

However, CESU may at its discretion add, modify and abandon any of the activities specified in

the scope of work, accordingly award the work and reduce the value of the work order

proportionately.

27. SERVICE LEVEL AGREEMENT • The purpose of this Service Level Agreement (SLA) is to clearly define the levels of

service which shall be provided by the contractor to CESU during the contract period.

The SLA is intended to establish a clear set of measurable parameters against which the

performance of the Bidder can be measured.

• The contractor and CESU shall maintain a monthly review to monitor the performance of

the services being provided by the contractor.

• The Bidder agrees to the following SLA parameters while providing services to the

customers / callers through the established CMC. The SLAs shall be monitored

periodically and non-adherence of these SLAs is bound to attract penalties as described

in the following clauses. However, the penalties shall be applicable only after

three month of the operation of the CMC.

28. SERVICE LEVEL AGREEMENT PARAMETERS: A. System Uptime

System Uptime implies that CMC services are fully available and system is not down for any reason wherein system refers to the Hardware, Software & Voice infrastructure of the CMC. It will be calculated based on the following formula: System Uptime: Total down time (in minutes) / Total service time in a month i.e. No. of working days (in a month) * 24 (hours per day) * 60 (minutes per hour) The service window will be as per system down time should be captured by the IT systems at CMC monthly. The system uptime value for the month is required to be >=99%

S.No. System uptime value for month Penalty

1 >=99% Nil

2 >=80% but <99% 2% of monthly billed amount

3 <80% 5% of monthly billed amount



B. Call Pick Up Ratio If the call pick-up ratio is less than 90%, the following penalties are applicable:

S.No. Percentage of calls attended Penalty

1 >90% calls attended within 30 seconds Nil

2 85% to 90% calls attended with 30 seconds 3% of monthly billed value

3 <85% calls attended within 30 seconds 5% of monthly billed value

C. Remittance of Collection of Cash / Cheque / DD The Contractor should deposit the cash & other fees / charges collected by CCC & NSC in the concerned Divisions bank account on the same day. However any collection of revenue & other fees / charges collected after banking hours should be kept inside good quality iron chest at CMC with proper security & the same should be deposited in the very next banking day. If CMC fails to deposit the same within next banking day, penalty will be deducted from his bill as follows:

S.No. Late Days Penalty

1 1 day @ 2% per month

2 2 days to 3 days @ 5% per month for total Late days.

3 4 days & above @ 10% per month for Total late days.

NB : In case of repeated failures, CESU reserves the right to terminate the contract.

D. New Service Connection The Contractor should release the power supply to the customers within the stipulated time frames mentioned in the scope of work. If NSC fails, penalty will be levied as follows :-

S.No. Late Days Penalty

1 1 day Rs.100/- per customer

2 2 days & above Rs.150/- per customer per day.

E. CMC Staffs The contractor shall ensure to arrange for suitable staffs against any absence. In case the number of CSC, CCC or NSC staffs deployed by contractor is less than the agreed number, a penalty will be imposed as follows:

S.No. Personnel Penalty

1 Manager Rs.500/- per day

2 Executive / Supervisor Rs.250/- per day

3 Non-Executive Rs.100/- per day

However absence may be allowed only for genuine causes without hampering the routine

Services of CMC, duly approved by the Officer in Charge of CESU.

29. KEY PERFORMANCE PARAMETERS Similar to SLAs defined in the following sections, there are other critical performance parameters that shall be tracked on a regular basis to evaluate the CMC performance. CESU reserves the right to include any of these Key performance Indicators (KPIs) as part of the SLAs from a future date in consultation with the Bidder.



Unlike SLAs, these KPIs shall not be linked to commercial penalties, but the bidder is expected to maintain and ensure that its performance on these parameters is acceptable. In the daily, monthly and quarterly review meeting CESU and bidder shall jointly take decisions regarding acceptable performance required on different KPIs. If the bidder fails to meet these expectations over an extended period of time (3 months), than CESU would have the right to terminate the contract with the Bidder. The important KPIs are listed as follows: Accuracy of grievance logging by executives

The objective is to measure the accuracy with which executives register customer complaints. The complaints that have been captured incorrectly by the CMC executives make it difficult to resolve the same. CESU would like to ensure that not more than 5% of complaints are incorrectly captured. The complaints that are marked with a wrong tag shall be used to calculate the percentage of incorrect complaints lodged by the CMCs.

Average call handling time by CMCs Its objective is to ascertain average talk time taken by a CMC in satisfying the customer while maintaining the required quality of content & presentation. Measurement of talk time duration will start from the moment the CMC picks up the call till end of conversation. The same shall be reviewed after 1 month from the date of operation of CMC.

First time resolution of calls This refers to the percentage of calls resolved the first time, without the need for escalation to other groups or CESU. The CMC is expected to resolve the issue or answer the question during the first contact i.e. while user is still on the telephone to report the call.

Time taken for resolution of Grievances

The responsibility of the bidder is to escalate the complaints received to the respective nodal officer from the mutually agreed escalation matrix. The delay is escalation will be tracked for all different categories of complaints. Such pendency in complaints will be considered as inefficiencies at the CMC. This KPI will measure the time taken for resolution of complaints excluding the pendency from CESU side.

Review of SLA Parameters The SLA design is based on the scope of services and operational aspects of CMC. Due to evolving nature of the proposal CMC, a review of SLAs will be conducted at the end of three months from the date of operation of the CMC. The purpose of this review is to reassess the SLAs based on the first three months call volumes. CESU, after thorough analysis of the monthly statistics monitored as per the above mentioned SLA parameters, may consider revision of the SLA parameters and update this agreement. And if the revision occurs, then the revised SLAs would be final and binding for the rest of the term of the contract.

30. CONTACTING CESU

30.1 From the time of Bid opening to the time of contract award, if any Bidder wishes to contact CESU

on any matter related to the Bid, he should do so in writing.

30.2 Any effort by a Bidder to influence CESU and / or in the CESU’s decisions in respect of Bid

evaluation, Bid comparison or Contract of Award, will result in the rejection of the Bidder’s Bid.



31. THE CESU’S RIGHT TO ACCEPT ANY BID AND TO REJECT ANY OR ALL BIDS OR TO RELAX ANY TERMS AND CONDITIONS:

31.1 The CESU 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, without thereby incurring any liability to the

affected Bidder or Bidders or any obligation to inform the affected Bidder or Bidders of the

grounds for the CESU’s action.

31.2 In the interest of work, CESU reserves the right to relax any terms and conditions without

affecting the quality & price of the Service requirement.

31.3 The CESU will award the Contract to the successful Bidder whose Bid has been determined to be

the lowest evaluated responsive Bid, provided further that the Bidder has been determined to be

techno-commercially qualified to perform the Contract satisfactorily.

32. THE CESU’S RIGHT TO VARY SERVICES: CESU reserves the right to withdraw or add or extend any of the customer services under CMC without any change in terms and conditions at the time of placing the Order or during the execution of the Contract.

33. LETTER OF INTENT / NOTIFICATION OF AWARD: The letter of intent / Notification of Award shall be issued to the successful Bidder whose bid have

been considered responsive, techno-commercially acceptable and evaluated to be the Highest

Scored (H1). The successful Bidder shall be required to furnish a letter of acceptance within 7

days of issue of the letter of intent / Notification of Award by CESU and to execute an agreement

with CESU.

34. PERFORMANCE SECURITY / BANK GUARANTEE:

34.1 BANK GURANTEE FOR CMC: Within 15 days of the receipt of Notification of Award / Letter of Intent from the CESU, the

successful Bidder shall furnish the Performance Security in the form of Bank Guarantee executed

on non-judicial stamp paper worth Rs.100/- (Rupees One hundred only) issued by a Nationalized

/ Scheduled Bank in favour of the “CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA”

encashable at local branch of Bhubaneswar only for an amount of 10% (ten percent) of the

Contract Price in accordance with the Bank Security Format provided in Annexure - VIII of

tender document. The Performance Bank Guarantee should be valid for a period not less than

180 days over and above the contract period.

34.2 BANK GURANTEE FOR CASH COLLECTION AT CCC & NSC: The Contractor will have also to furnish separate Bank Guarantee of Rs. 20,00,000/- ( Rupees

Twenty Lakhs Only) on or before execution of the contract agreement for collection of revenue,

Charges & Fees at CCC & NSC respectively. Bank Guarantee should be executed on non-judicial

stamp paper worth Rs.100/- (Rupees One hundred only) issued by a Nationalized / Scheduled

Bank in favour of the “CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA” encashable at local

branch of Bhubaneswar only as per the Bank Security Format provided in Annexure - VIII of

tender document. The Bank Guarantee should be valid for a period not less than 90 days over

and above the contract period. However, this amount of Bank Guarantee may be revised after

reviewing the amount of cash collected by the Contractor to the extent of 3 days of average cash

collection.



35. CORRUPT OR FRAUDULENT PRACTICE: 35.1 CESU requires that the Bidders observe the highest standard of ethics during the execution of

the contract.

35.2 In pursuance of this policy, CESU defines, for the purposes of this provision, the terms set forth

below as follows:

(i) “Corrupt practice” means behavior on the part of officials in the public or private sectors by

which they improperly and unlawfully enrich themselves and/ or those close to them, or

induce others to do so, by misusing the position in which they are placed, and it includes the

offering, giving, receiving, or soliciting of anything of value to influence the action of any

such official in the contract execution; and

(ii) “Fraudulent practice” means a misrepresentation of facts in order to influence a evaluation

process or the execution of the contract detriment to CESU, and includes collusive practice

having illegal cartel (prior to or after Bid submission ) designed to establish Bid prices at

artificial non-competitive levels and to deprive CESU of the benefits of free and open

competition.

35.3 CESU will reject a proposal for award if it determines that the Bidder recommended for award

has engaged in corrupt or fraudulent practice in competing for the contract in question.

35.4 CESU will declare a firm ineligible, either indefinitely or for a stated period of time, to be

awarded an contract if CESU at any time determines that the firm is engaged in corrupt or

fraudulent practice in competing for, or in executing, the Contract.

35.5 Furthermore, Bidders shall be aware of the provision stated in the General Terms and Conditions

of Contract.

36. SIGNING OF CONTRACT AGREEMENT:

Within 15 days of issue of work order, the Contractor shall execute a contract agreement with

CESU as per the Tender Conditions. In the event of non-execution of the contract agreement,

CESU shall terminate the work order & forfeiture of EMD and may assign the work to other

eligible bidder.

37. LITIGATION HISTORY: The Bidder should provide accurate information on any litigation or arbitration resulting on

contracts completed or under execution by him over the last three (03) financial years. A

consistent history of awards involving litigation against the Bidder may result in disqualification of

Bid.

Sd/- Chief General Manager (Comm.)



SECTION –V

GENERAL TERMS AND CONDITIONS OF CONTRACT (GTCC)



SECTION – V GENERAL TERMS AND CONDITIONS OF CONTRACT (GTCC)

1. GENERAL INSTRUCTIONS:

1.01 All the Bids shall be prepared and submitted in accordance with these instructions.

1.02 Bidder shall bear all costs associated with the preparation and delivery of its Bid, and

CESU will in no case shall be responsible or liable for these costs.

1.03 The Bid should be submitted by the Bidder in whose name the bid document has been

issued and under no circumstances it shall be transferred / sold to the other party.

1.04 CESU reserves the right to request for any additional information and also reserves the

right to reject the proposal of any Bidder, if in the opinion of CESU, the data in support

of Tender requirement is incomplete.

1.05 The Bidder is expected to examine all instructions, forms, annexures, terms & conditions

and specifications in the Bid Documents. Failure to furnish all information required in the

Bid Documents or Submission of a Bid not substantially responsive to the Bid Documents

in every respect may result in rejection of the Bid. However, CESU’s decision in regard to

the responsiveness and rejection of bids shall be final and binding without any obligation,

financial or otherwise, on CESU.

1.06 CESU reserves the right to make minor changes in scope at the time of placing order or

during project execution.

2.

DEFINITIONS :

2.01 “Bidder” shall mean the firm who quotes against this bid document issued by CESU.

2.02 “CESU” shall mean the Owner/Purchaser on whose behalf this bid enquiry is issued by

its authorized representative / officers.

2.03 “Codes and Standards” shall mean all the applicable codes and standards as per

OERC / CESU / Govt. of Odisha.

2.04 “Contract” shall mean the “Detailed Work Order” issued by CESU.

2.05 “Contract Period” shall mean the period during which the “Contract” shall be executed

as agreed between the Contractor and CESU in the Contract inclusive of extended

contract period for reasons beyond the control of the Contractor and / or CESU due to

force majeure.

2.06 “Contractor” shall mean the successful Bidder whose bid has been accepted by CESU

and shall include his heirs, legal representatives, successors and permitted assigns.

2.07 “Letter of Intent” shall mean the official notice issued by CESU notifying the

Contractor that his proposal has been accepted and it shall include amendments thereto,

if any, issued by CESU. The “Letter of Intent” issued by CESU shall be binding on the

“Contractor”. The detailed Work Order shall be taken as effective from the date of

successful commissioning of the entire establishment within the stipulated time period.



2.08 “Month” shall mean the calendar month and “Day” shall mean the calendar day.

2.09 “Offer Sheet” shall mean Bidder’s “FIRM” offer submitted to CESU in accordance with

the specification.

2.10 “Project” shall mean Setting-up, Operation and Management of Customer Management

Center at Bhubaneswar, Odisha as per the scope of work.

2.11 “Site” shall mean the project location as defined by CESU.

2.12 “Terms & Conditions” shall mean collectively all the terms and stipulations contained

in those portions of this bid document known as Instruction to Bidder, Bid form and

other forms as per General terms & Conditions of Contract, Technical Specifications

Requirements and the Amendments, Revisions, Deletions or Additions, as may be made

by CESU from time to time.

2.13 “Works” shall mean all services / works to be executed by the contractor as per the

scope of work.

3

MEMORANDUM OF SETTLEMENT:

The Contractor shall not sign any memorandum of settlement with any agency such as

Trade Unions etc. in any form at any level without the prior approval of CESU in relation

to any work undertaken by him in CESU

4

SITE SAFETY & ENVIRONMENT PROTECTION:

The contractor shall ensure proper safety of all the workmen, materials, plant and equipment belonging to him or to the CESU or to any others, while working at the site. The contractor shall also be responsible for provision of all safety notices and safety equipments & safety trainings.

The contractor shall provide suitable safety equipment of proper standard to all his workmen according to the need, as may be directed by the Officer in Charge who will also have right to examine all these safety equipments to determine their suitability, reliability, acceptability and adaptability.

While working on electric lines/equipment, whether live or dead, suitable type and sufficient quantity of safety tools will have to be provided by the contractor to their workmen’s.

The Contractor, during the execution of the work, shall be solely responsible for

complying all the statutory requirements of Government bodies or any statutory bodies

with respect to site health, safety and environment.

It is mandatory for the contractor to observe during the execution of the works, requirements of safety rules.

5

CESU’S OBLIGATION:

1. To provide premises for setting up the proposed customer management center and

additional two centralized collection center.

2. To provide power supply to the premises.

3. To provide landline telephone / broadband connection to the premises.

4. To provide water supply to the premises.



6 CONTRACTOR’S OBLIGATION:

1. To set-up the entire establishment as per scope of works within one month

(30 days) from the date of acceptance of letter of Intent.

2. To carry out all specified activities and services as mentioned in the scope of work.

3. To provide all other equipments i.e. Server, IVRS, EPABX, Head Phones, Cheque &

DD Drop Box, Fake Note Detectors, Modem, Computers including UPS, Printer,

Copier, Fax, Hardware & related software as per the requirement, Air Conditioners,

Fans, Suggestion Box. Etc. required for smooth operation of Customer Management

Center.

4. Necessary power backup facility should be available on power failure.

5. To provide Any Time Payment machine (ATP).

6. To provide required softwares & hardwares infrastructure for operation of Customer

Management Center & its integration with CESU System & others as & when

required.

7. To provide required Manpower for carrying out operations of Customer Management

Center Services as required in the scope of work.

8. Interior furnishing, lighting, furniture and fixtures of best quality.

9. All third party software i.e operating systems, firewall, antivirus etc

10. Customization, delivery and deployment of the software applications.

11. Recruitment and proper training to all Executives & Staffs of Customer Management

Center.

12. Conveyance (optional) with all necessary tools & facilities for effective power supply

to customers by NSC or for other purposes.

13. Contractor shall provide all the required data relating to customer service

complaints, collection and new service connection etc. to CESU in prescribed formats

in regular interval in soft & hard copy as required by CESU from time to time.

14. To provide all the transactional data of CMC as per CESU’s prescribed format and it

should be in synchronization with CESU’s central server.

15. Contractor shall provide required customer services as per the rule/ regulations/

guidelines laid out by Orissa Electricity Regulatory Commission / Govt. of Odisha /

CESU from time to time.

7

SUB-CONTRACTS:

The Contractor cannot sub-contract any part of this contract without getting CESU’s prior

approval in writing and the Contractor shall guarantee that the Sub-Contractor, for any

part of the work under this contract will comply fully with the terms and conditions of the

contract. The contractor will be fully responsible for the acts of his sub-contractor. The

Contractor shall clearly indicate the purpose for which the Sub-Contractor is to be

deployed. The Contractor shall ensure that:

a. The Sub-Contractor has not been de-barred to participate in any tender either by

CESU or any other Govt. Organization.

b. The Sub-Contractor is competent to undertake the work assigned to him.

c. Not withstanding the fact that CESU permits the contractor to engage sub-

contractor, but for all acts of omission and commission of the sub-contractor, the

contractor shall be fully responsible.



8

ACCEPTANCE:

Upon monthly completion of work under this contract, If any defects or shortcomings are

detected by Officer in Charge, the Contractor has to make good the deficiencies in

confirmation with this contract & satisfaction of the Officer in Charge

9 TERMS OF PAYMENT :

9.1 For the First Month of the Contract Period : After completion of the entire commercial establishment and commencement of the

project work, 100 % value of monthly service charges will be paid within 30 days after

the production of invoice in triplicate duly certified by the Officer-In-Charge, MIS report

as per the prescribed format of CESU, after due compliance to the statutory

requirements, signing of contract agreement and subject to acceptance / conformation

of Bank Guarantee for collection of revenue, Charges & Fees at CCC & NSC respectively

and the Performance Bank Guarantee equivalent to 10 % of Total Contract Price on non-

judicial stamp paper worth Rs.100/- in the prescribed format from a Nationalized /

Scheduled Bank encashable at Bhubaneswar only. Under this circumstances, any

activities not performed fully/partially as per the scope of work shall be deducted while

realizing the Payment.

9.2 For the subsequent Months of the Contract Period :

100 % value of monthly service charges will be paid within 30 days on production of bill

duly certified by the Officer-In-Charge, MIS report as per the prescribed format of CESU

and due compliance to the statutory requirements. Under this circumstances, any

activities not performed fully/partially as per the scope of work shall be deducted while

realizing the Payment.

10 PRICE VALIDITY:

All bids submitted shall remain valid, firm and subject to unconditional acceptance by

CESU for 180 days from opening of the Price bids. For award of Contract, the prices shall

remain valid and “FIRM” till contract completion, except Service Tax.

10 CONTRACT PERIOD:

10.1 The bidder shall render satisfactory operation of the services for the total contract period

i.e. 03 years (36 months) from the date of successful commissioning of the entire

establishment. In the event of any defect in the equipment/ Software/services arising

during the service period / guarantee period, CESU shall reserves the right to levy

penalty and deduct from the contractor’s monthly bills.

10.2 Time is the essence of the contract and the Contractor shall ensure that all the

obligations under the contract are completed within the agreed and stipulated time

schedule. The Contractor shall be solely responsible for all the delays including the

delays caused by its vendors. In case of delay in progress of the works, CESU reserves

the right to withhold the payment, cancel the contract unilaterally or complete the work

departmentally or by engaging another agency at the cost and risk of the contractor.

10.3 If during the defect liability period any services performed found to be defective, these

shall be promptly rectified by contractor at its own cost (including the cost of dismantling

and reinstallation) on the instruction of CESU.



11 DEDUCTIONS :

11.1 Deduction of taxes at source shall be made from the bill of the Contractor in accordance

with the prevailing Income Tax rules.

11.2 While performing under the contract, the damages caused by the Contractor or his sub-

contractor/ workmen/ property of CESU shall be promptly made good by the Contractor

at his own cost. In case the Contractor fails to coverup the damage, CESU shall have the

right to take steps to make good the damages and all the cost on this account shall be

recovered from the bills of the Contractor or any money due to the Contractor from this

arising out of this contract or any other contract or any other transaction with CESU or

any of its unit. In determination of the damage, the opinion of the Officer-In-Charge

(OIC) shall be conclusive.

11.3 Any dues arising out of failure on the part of the Contractor to carry out any obligation

under the contract shall be deducted from the bills of the Contractor or from any money

due to the Contractor from this contract or any other contract or transaction made by

the contractor with CESU.

12

OFFICER IN CHARGE:

The Officer-In-Charge (OIC) for this contract shall be as specified in the Work Order. He

will be posted at CMC to supervise the entire operation of customer management center.

13

TIME EXTENSIONS:

The Contractor may request for extension of the time limits for setting up the

establishment in case of :-

a) Delay is caused by CESU.

b) Force Majeure

However, it is the discretion of CESU to extend the time limit for setting up the

establishment.

14

TERMINATION FOR DEFAULT:

14.1 CESU may, without prejudice to avail any other remedy within existing law of India for

breach of contract by the contractor, by written notice of default sent to the

Contractor, terminate the contract in whole or in part :-

(i) If the Contractor fails to execute the work within the period as specified in the

contract, or any extension granted by CESU;

(ii) If the Contractor fails to perform its obligation under the contract and if the

Contractor does not cure, after receipt of a notice of default, its failure within the

time specified in the notice. The notice of default shall specify the nature of

default as well as the time within which the default has to be cured by the

Contractor.

14.2 In the event of CESU’s termination of the contract in whole or in part, CESU may execute

the remaining work or services undelivered by the Contractor, and the Contractor shall



remain liable to CESU for any excess cost for such works or services etc. and risks, if

any.

14.3 CESU will pay the Contractor, for all the services that are completed satisfactorily within

Thirty (30) days after the Contractor’s termination and pay the Contractor an agreed

amount for partially completed services duly certified by the Officer–In-Charge. The

payment shall be made only after all the aforementioned services are accepted by CESU.

14.4 In case of termination of contract for default by the Contractor, CESU may not permit

the Contractor to participate in any of the future tender of CESU.

14.5 The contract may be terminated by either party by giving written notice to the other, at

least Ninety (90) days in advance and neither party shall have any right of any claim on

the other on account of such termination.

15

FORCE MAJEURE:

15.1 In the event of Contractor is delaying in performing its obligations in the contract, and

such delay is caused by force major including war, civil resurrection, strikes (other than

the strike solely by the Contractor’s or his sub-contractor’s men), fire, flood, epidemics,

earthquakes, extremely adverse climatic conditions, such delay may be excused and the

period of such delay may be added to the time of performance of the obligations

without any addition to the contract price.

15.2 If a force majeure situation arises, the Contractor shall promptly notify CESU in writing

of such condition and the cause thereof, but not later than 7 days from its occurrence.

Unless otherwise directed by CESU in writing, the Contractor shall continue to perform

its obligations under the contract as far as reasonably practicable. The Contractor shall

demonstrate to CESU’s satisfaction that it has used its best endeavor to avoid or

overcome such causes of delay and the parties will mutually agree upon remedies to

mitigate or overcome such causes of delay without having any right to any claim on

account of such force majeure. 16

INSURANCE:

16.1 All the manpower deployed by the Contractor should be suitably insured against any

injury / accident/ death at his own cost & the Contractor should ensure also the same

from his sub-contractor.

16.2 The Contractor shall indemnify CESU against all losses and claims in case of death or

injury or accident caused to any manpower deployed by the Contractor and his sub-

contractor or any outsider during the execution of the work.

16.3 The Contractor should have proper insurance against its equipments.

17

COMPLIANCE WITH STATUTES, REGULATIONS:

The Contractor shall comply in all respects, with all statutes and regulations as may be

necessary, including clearance from State/Central Govt. authorities, Pollution Control

Boards, labour enforcement and local authorities for successful carrying out of his work

as per scope. The Contractor shall, at all times during the continuance of the contract, so

far as it may be necessary, comply with all the existing enactments including Central and

State legislation as well as any by-laws of any local authorities regarding labour,

particularly the Minimum wages Act, Factories Act, Workmen’s Compensation Act,



Employees’ Provident Fund and Family Pension Fund Act, Employees’ State Insurance

Act, Contract Labour (Regulation and Abolition) Act, Payment of Wages Act, Maternity

Benefit Act, National and Festival Holidays Act, Shop and Establishment Act, The

Apprentice Act and keep CESU indemnified against any loss or claim arising out of

contravention of the provisions of the above said enactments by the Contractor. The

price quoted by the Contractor in the Price Bid shall be deemed to include all expenses

whatsoever the Contractor may be required to incur for the compliance with the

provisions of the above said legislation. The Contractor shall make necessary

arrangements for CESU to witness the payment made by the Contractor to his staffs.

18

INDEMNIFICATION: The Contractor shall indemnify, protect and defend at its own cost, CESU and its

authorize representative and employees from and against any / all actions, claims, losses

or damages arising out of

1. Any violation by the Contractor in course of its execution of the contract of any legal

provisions or any right of third parties on the contractor & sub-contractor;

2. Contractor’s failure to exercise the skill and care required for satisfactory execution of

the contract.

19 CONDUCT:

The Contractor, at all times during execution of the contract, shall take all measures to

prevent any unlawful, riotous or disorderly conduct by or amongst his staff at the site

and for the preservation of peace and protection of persons and property at the work

site as well as in the neighborhood of the works.

20

ACCIDENT:

In case any accident at or about the work site or in connection with execution of the

contract or other associated activities undertaken by the contractor thereby causing

any minor or major or fatal injury to his employees/staff due to any reason,

whatsoever, it shall be the responsibility of the contractor to promptly inform the same

to the Officer In charge and also to all the authorities (Electrical Inspector Govt. of

Odisha in case of electrical accident ) envisaged under the applicable laws. Contractor

shall also provide additional information about the accident as requested by CESU.

21

WATCH AND WARD: During the execution of the contract, it shall be the responsibility of the Contractor to

arrange watch and ward of the work including the premises/ machine / equipment /

system used for the work at his own cost .

22

EXTENSION OF CONTRACT PERIOD:

The present contract is for a period of three years (36 months). Upon satisfactory

performance by the successful bidder, the contract period may be further extended as

per CESU’s discretion, based on mutually agreed terms & conditions.



23 UNDERTAKING BY THE CONTRACTOR: Having understood all the terms and conditions of the tender document and having

assessed the site conditions, Contractor should undertake & confirm that the price

offered by them is a firm price and includes all the taxes, duties, fees, CESS etc. and all

incidental charges (excluding service tax).

24

RESOLUTION OF DISPUTE:

24.1 CESU and the Contractor shall make every effort to resolve amicably, by direct discussion

on any disagreement or dispute arising between them in connection with the contract.

However, in case of failure of negotiation between CESU and the Contractor, the parties

shall refer their present and future disputes relating to the contract itself or arising out of

or concerning or in connection with or in consequence of the contract to the CEO, CESU

whose decision shall be final and binding on both the parties. The contract shall be

governed by the Indian Contract Act, 1872.

24.2 All such disputes, which could not be settled at the intervention of CEO, CESU, shall be

subjected to the jurisdiction of the courts at Bhubaneswar only and the writ jurisdiction

of Hon’ble High Court of Odisha at Cuttack.

Sd/- Chief General Manager (Comm.)



SECTION –VI

LIST OF ANNEXURES

For

Technical Specification Requirement of Customer Management Center

& Schedules & Formats etc.



Annexure-I(A)

SYSTEM REQUIREMENT (To be kept with Part –I Techno-Commercial Bid Envelop)

Particulars Criticality

Functional Requirement

Simultaneously answer a minimum of 8 lines. With ability to expand as needed

Vital

Direct callers through various options by using a menu of choices Vital

Identify caller by caller ID or caller-entered phone number Vital

Make outbound calls to customers notifying them of situations such as an overdue account balance

Vital

Provide customers the ability to inquire on general account information, or general utility information such as hours and location

Essential

Interface to a third-party vendor that processes credit/debit card payments electronically

Essential

The system shall interface with the Professional Computer Systems, utility billing system

Vital

The system should have multi-lingual capabilities Vital

System shall provide reports displaying usage data and statistics for various time periods, e.g. day, week and month

Vital

The system should have the ability to transfer by department differently, depending on the time of day and day of week

Essential

The system must capture the date and time of each call Vital

The system shall provide a means of backing up and restoring system configuration settings, custom recorded messages, and other critical data

Vital

IVRS response time / performance / availability – The bidder will maintain the general architecture of the system, IVRS response timing, performance and high availability

Vital

Redundancy / Alternate Call Routing – The IVR system must have redundant connections to both the telecommunications network and local area network (LAN) interface. These connections must have failover capability to support both the voice and data traffic.

Vital



System Infrastructure

Client and server hardware requirements and recommended specifications with printers

Vital

All third party software requirements including Operating System and Relational Database Management Systems, Firewall, anti Virus etc.

Vital

Necessary power backup facility should be available on power failure Vital

System Deployment

Provide a summary of your organization’s approach to product deployment and a project schedule that includes an estimated time frame for each of the above phases

Vital

Product Information

Number of years product has been in development Vital

Current version number Vital

Number of major upgrades to product in the past two years Vital

Number of sites Vital

SIGNATURE OF THE BIDDER WITH DESIGNATION & SEAL

Signed this…………….Day of……………………’2012



Annexure-I(B)

HARDWARE / SOFTWARE REQUIREMENT

(To be kept with Part –I Techno-Commercial Bid Envelop) The Functional Requirement elaborated in details as below:

Functional Requirements Criticality

Voice logger

Voice logger driven CTI server based CMC with scalable interface Essential

Call switching Equipment / PBX

Call Switching Equipment PBX features, IVRS, CTI, Automatic Call Distributor,

Dialer, Voice Logger, Reporting, Call Monitoring and recording, CTI Remote

monitoring and integration with CRM

Vital

Ability to support DNIS, ANI & CLI features Essential

Automatic Call Distributor (ACD)

ACD features Essential

System capacity to generate Call Detail Records Essential

Password protection as system management security Vital

Call Delivery to CSR's by ACD Essential

Call Queuing facility in ACD Essential

Handling of calls by ACD Essential

ACD ability to support priority handling etc. Essential

Monitoring in ACD Essential

Real time MIS of ACD status Essential

ACD system's ability to announce average wait time & music to customer during hold up

Essential

Monitoring of CSR's availability / non availability Essential

System ability to permit CSR to activate alarm in case of emergency Essential

System capability to permit CSR to take help from supervisor to deal with an active call

Essential

Supervisor ability to logout CSR's from its terminal Essential



System ability to enable monitoring a CSR's conversation Essential

CSR set ability to view call center MIS regarding ACD statistics on real time basis

Essential

System ability to provide real time monitoring of CSR's to supervisor Essential

System ability to route calls depending on skills of CSR Essential

CSR AND SUPERVISOR TERMINALS

Incoming call announcement capability of system Vital

Call Hold, Transfer & Conference features of CSR & Supervisor soft phone Vital

CSR phone system ability to have & accept event codes Essential

Interactive voice response system (IVRS)

IVRS features Vital

Menu tree complexity of IVRS system Essential

Integration of IVRS with call center networks Vital

General Functionality of IVRS system Essential

IVRS ability to route call to requisite ACD group Essential

Scalable of IVRS Essential

Computer telephony integration (CTI)

CTI system Vital

Integration of agent application to CRM application Vital

CTI system support for login from any workstation Essential

Report generation capability of CTI system Essential

Integration of CTI application to billing & consumer indexing database Vital

Dialer

Automatic Dialing System Vital

CRM features

Customer Feedback Essential

Standard features Essential

Billing details for six months Essential

Ability to view customer details Essential

Search option Essential

Report generation Essential



Complaints escalation system

Escalation policy Vital

Levels of Escalations Vital

Management Information System

a) Basic Internal Reporting and Custom Reporting

b)Long Term Storage of Detailed Call history

c)Basic Graphical PC based Reporting d)Exceptions and Thresholds

e)Forecasting Capabilities Reporting

Vital

New Connections

Functional Requirements Criticality

Standardized formats and issue of form Vital

Accepting application form Vital

Accepting registration fee details Desirable

Generation of unique application no Vital

Reconciliation of collection Essential

Accepting customer details Vital

Checking customer details Essential

Checking system capability for issuing connection Vital

Inspection report generation Desirable

Generate Standard Desirable

Waiver of inspection Essential

Accept inspection report and capture all details Essential

Updating application status Essential

Generating rejection letter Desirable

Generation of bill for issuing new connection Vital

Generation of intimation letter Essential

Multiple contract formats Essential

Case by case modifications to the contract Desirable

Accepting testing details Desirable

Interfacing with stores for meters Desirable

Route plan and monitoring of Meter installation Desirable

Generation of first bill Vital





Annexure-II

ABSTRACT OF GENERAL TERMS AND CONDITIONS

(To be kept with Part –I Techno-Commercial Bid Envelop)

1. Required Cost of Tender Document Furnished: Yes / No (Money Receipt No…………/Date…….. or Bank Draft details…………………………..)

2. Required Earnest Money Deposit Furnished: Yes / No (Bank Draft details………………..……….)

3. Past experience Works order(s) indicating the work experience, Yes / No Period & area of activity as per format at Annexure -IV Furnished

4. Users Performance Certificate to qualify under Section-II Furnished Yes / No

5. ISO 10002:2004 or COPC (Customer Operations Performance Centre) 2000 Yes / No Standard or eSCM (e Services Capability Model) or ISO 9001:2008 or equivalent) Certificate Furnished

6. Registration

(i) under Income Tax – Latest Return & PAN Copy furnished : Yes / No

(ii) under VAT & TIN Copy furnished Yes / No

(iii) under Service Tax furnished Yes / No

(iv) under Labour Act furnished Yes / No

(v) under EPF furnished Yes / No

(vi) under ESI furnished Yes / No

7. Declaration Form as per Annexure-III furnished: Yes / No

8. Self declaration certificate as per Annexure-V furnished: Yes / No

9. Legal Status & Authorised Signatory

(i) Constitution/ Legal Status Certificate/ place of Regd. furnished Yes / No

(ii) Certificate of Incorporation furnished Yes / No

(iii) Memorandum & Article of association furnished Yes / No

(iv) Written power of attorney/Board resolution for Signatory to the Bid furnished Yes / No

10. Provident Fund Challans / End User’s certificate of the 100 personnel Yes / No working in call center or customer care center furnished

11. Audited annual reports as per Secion-II furnished Yes / No

12. Deviation to the specification , if any as per format at annexure-VI (A) & (B) furnished Yes / No



13. Whether agreed to CESU’s General Terms & Conditions as per Section-V Yes / No

14. Whether agreed to CESU’s Service level requirements Yes / No 15. Whether agreed to CESU’s Technical Specification requirements of Yes / No

CMC at Annexure-I(A) & I(B)

16. Whether agreed for 180 days’ validity period for Prices Yes / No

17. Whether the Prices are “FIRM”. Yes / No

18. Whether agreed to CESU’s Terms of Payment as per Clause – 9 of Section V Yes / No

19. Whether agreed to furnish security deposit in shape of Bank Guarantees encashable at Bhubaneswar as per Clause – 34 of Section IV Yes / No

SIGNATURE OF THE BIDDER WITH DESIGNATION & SEAL Signed this…………….Day of……………………’2012

(This form is to be duly filled up completely & signed by the Bidder / his authorized signatory along with seal & submitted along with the Part-I of the bid document.)



Annexure – III

DECLARATION FORM

To,

CHIEF GENERAL MANAGER (COMMERCE) CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA, 2ND FLOOR, IDCO TOWERS, JANPATH, BHUBANESWAR, ODISHA. PIN- 751022

Ref : Tender Specification No. CESU/AT&C/176/2010-11

Sir,

Having examined the requirement in the tender alongwith the terms and conditions referred to therein.

1- I the undersigned do hereby given the offer thereon in complete shape in all respects as per the

requirement of tender.

2- I do hereby undertake to set-up the entire establishment as per scope of works within one month (30 days).

3- I do hereby undertake to perform the contract as per requirement of the tender.

4- I do hereby agree to provide the system requirement, hardware / software requirement as per Annexure-I(A) & I(B) under Section-VI.

5- I do hereby agree to appoint requisite personnel having the minimum educational qualification & experience as per Section-III.

6- I do hereby certify to have purchased a copy of the tender specifications by remitting Cash/ Demand draft for which I have enclosed the Original Money receipt / demand draft alongwith my offer. (Money Receipt No…………/Date…….. or Bank Draft details…………..)

7- I do hereby agree to furnish the Bank Guarantees in the manner specified / acceptable by CESU & for the sum as applicable to me as per Clause – 34 of Section IV in the given format at Annexure – VIII within fifteen days of issue of Letter of intent , failing which I clearly understand that the said LOI & EMD shall be liable to be withdrawn/ forfeited by the CESU

Yours faithfully,

SIGNATURE OF THE BIDDER WITH DESIGNATION & SEAL Signed this…………….Day of……………………’2012

(This declaration is to be duly filled up & signed by the Bidder / his authorized signatory along with seal & submitted along with the Part-I of the bid document.)



Annexure -IV

PROJECT EXPERIENCE (To be kept with Part –I Techno-Commercial Bid Envelop)

Work Experience:

Sl.

No.

Project/

Scheme Name

DD/MM/YY

of award of

assignment

DD/MM/YY of

completion of assignments

Role of the

bidder in assignment

Name of the

Sector in which assignment was

awarded

Relevant

Proof submitted

(Yes/No)

NOTES: -

(1) Work Order(s) copies should be attached (2) Performance Certificate(s) from the Client(s) to the above received work order(s) should be

attached. (3) Non-disclosure of any information in the Schedule will result in disqualification of the bidder.

We do hereby undertake that the Originals shall be presented for verification, if required by CESU.





Annexure -V

SELF DECLARATION CERTIFICATE

(To be kept with Part –I Techno-Commercial Bid Envelop)

To,

CHIEF GENERAL MANAGER (COMMERCE) CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA, 2ND FLOOR, IDCO TOWERS, JANPATH, BHUBANESWAR, ODISHA. PIN- 751022

Ref : Tender Specification No. CESU/AT&C/176/2010-11

Sir,

1. I, the undersigned do hereby declare that, I have never ever been banned / blacklisted and

/ or there were no debarring actions against us for any default in supply of material / service

/ equipments or in the performance of the contract entrusted to us by any State Govt. /

Central Govt. / Central or State Govt. Undertakings / Utilities / Private Organizations etc. in

the past.

2. If any such information pertaining to the aforesaid matter is found at any given point of

time either at the bidding stage or during the course of the contract, my bid/contract shall

be liable for cancellation / termination without any notice to me alongwith forfeiture of EMD

/ Bank Guarantee at the sole discretion of the CESU.

Yours faithfully,

SIGNATURE OF THE BIDDER

WITH DESIGNATION & SEAL




Annexure –VI (A)

(TECHNICAL DEVIATION FORMAT) (To be kept with Part –I Techno-Commercial Bid Envelop)

Clause No

Prescribed as per Tender

Document Deviation in the bidder's Offer



N.B : The bidder has to mention all technical deviations in his offer which differs from the Technical Requirement of this Tender in above format. Deviations not mentioned in above format but mentioned in any other format or in any other part of the offer document shall not be considered as deviation and the bidder shall be deemed to have accepted our technical requirement without deviation.



Annexure –VI (B)

(COMMERCIAL DEVIATION FORMAT) (To be kept with Part –I Techno-Commercial Bid Envelop)

Clause No

Prescribed as per Tender

Document

Deviation in the bidder's Offer


Signed this…………….Day of……………………’2012 N.B : The bidder has to mention all commercial deviations in his offer which differs from the Commercial Requirement of this Tender in above format. Deviations not mentioned in this format but mentioned in any other format or in any other part of the offer document shall not be considered as deviation and the bidder shall be deemed to have accepted our commercial requirement without deviation.



Annexure –VII

PRICE SCHEDULE FORMAT (TO BE KEPT IN PART-II PRICE BID ENVELOP)

(To be submitted in the Bidder’s letter head)

I M/s. ____________________________________________ offer the following prices for Setting-up, Operation and Management of Customer Management Center at Bhubaneswar, Odisha

Sl.

No

Description Unit /

Quantity

(A)

Unit Rate

per month

(in INR)

(B)

Total Cost for a

period of Three

years (in INR)

(C)

1 Per SEAT cost for operating CMC as per

scope of work for CMC Manager.

01

(One)


scope of work for Executives (i.e.

Supervisor & Executives)

19

(Nineteen)


scope of work for Non-Executives (i.e.

Field Staffs, Route Riders, Office

Attendants, Security Guard etc.)

17

(Seventeen)

4 Service charges for all Hardwares &

Softwares, IVRS, Connectivity related

Hardwares including routers, auxiliary

etc.

Lump sum

5 Service Charges for Collection through

ATP ( to be placed at CMC Office,

Power House Colony, Bhubaneswar)

01

(one)

TOTAL Rs.

(Rupees …………………………………………………………..…. only)

Note:

i) This Price schedule should be submitted in the bidder’s official letter head.

ii) Price quoted should be “FIRM” inclusive of all taxes and duties. ( excluding Service Tax)

iii) Bidder has to quote for all items specified above; else the price bid will be rejected.

iv) Bidder shall submit his Price in the above format only, failing which bid price shall not be

considered.

v) Rates should be quoted in figures and words without any errors, overwriting or corrections.

In case of any discrepancy between the amount mentioned in numbers and words, the

amount mentioned in words shall prevail.



vi) As per the future requirements, CESU may

• Increase the number of seats

• Increase in the number of Languages Supported

vii) CESU reserves the right to vary the number of seats and/or languages supported on the

same unit rates per seat per month, terms & conditions.

viii) For providing New Service Connection by NSC under Section- III, the required materials

will be provided by CESU. The conveyance cost, for effecting new power supply will be

mutually decided with the awarded contractor; however the final decision will be held with

CESU.





Annexure-VIII

PROFORMA FOR BANK GUARANTEE

To be submitted separately each for

(1) Collection of revenue, charges & fees at CCC & NSC respectively

&

(2) Towards CMC Performance

From : < Bank Name , Branch details >

To : Central Electricity Supply Utility of Orissa,

2nd Floor, IDCO Tower,

Janpath , Bhubaneswar

Odisha Pin : 751 022

Dear Sir,

Bank Guarantee No __________________ date_____________

Amount of Guarantee: Rs______________, (Rupees_______________________ Only)

Valid Upto : Dt._______________

This Guarantee Bond is executed this __________day of __________________’2012 by us the

____________________________Bank at ___________________ P.O.____________ P.S. ____________Dist

________________ State __________Pin_____________

Whereas the CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA , Head Office - 2nd Floor, IDCO Tower,

Bhubaneswar – 751 022, a Body corporate , constituted under the Electricity Act, 2003 (therein after called

“CESU”) has placed Work Order No._________ Dt.___________ (hereinafter called “the Agreement”) with

M/s__________________________________________ (hereinafter called “the Contractor”) for “Sett ing-up,

Operat ion and Management of Customer Management Center at Bhubaneswar, Od isha”

and whereas CESU has agreed (1) to exempt the Contractor from making payment of any security deposit towards

CCC & NSC, (2) to exempt from performance guarantee on furnishing by the Contractor to the CESU a composite

Bank Guarantee for CMC of the value of 10% (Ten percent) of the contract price as per the Agreement. (3) to

release 100% payment towards Services as per said agreement

1. Now, therefore, in consideration of the CESU having agreed (1) to exempt the Contractor for making

payment of security deposit towards Centralised Collection Centre & New Service Connection Centre, (2) to

exempt from furnishing performance bank guarantee for Customer Management Centre, (3) to release

100% payment towards Monthly Services as per said Agreement as aforesaid, we the

____________________ Bank, Address ____________________________ (code No. ________)

(hereinafter referred to as “the Bank”) do hereby undertake to pay to the CESU an amount not exceeding

Rs._____________ (Rupees _______________________________ ) only against any loss or damage

caused to or suffered by the CESU by reason of any breach by the said Contractor of any of the terms or

conditions contained in the said Agreement.

2. We, the ______________________ Bank do hereby undertake to pay the amounts due and payable under

the guarantee without any demur, merely on a demand from the CESU stating that the amount claimed is



due by way of loss or damage caused to or suffered by CESU by reason of any breach by the said

Contractor of any of the terms or conditions contained in the said Agreement or by the reason of any

breach by the said Contractor’s failure to perform the said Agreement. Any such demand made on the

Bank shall be conclusive as regards the amount due and payable by the Bank under this Guarantee.

However, our liability under this guarantee shall be restricted to an amount not exceeding

Rs.___________ (Rupees _________________________________________ ) only.

3. We, the ________________________ Bank also undertake to pay to the CESU any money so demanded

not withstanding any dispute or dispute raised by the Contractor in any suit or proceeding instituted/

pending before any Court or Tribunal relating thereto our liability under this Agreement being absolute and

irrevocable. The payment so made by us under this bond shall be valid discharge of our liability for

payment there under and the Contractor shall have no claim against us for making such payment.

4. We, the _________________________ Bank further agree that the guarantee herein contain shall remain

in full force and affect during the period that would be taken for the performance of the said Agreement

and it shall continue to remain in force endorsable till all the dues of the CESU under by virtue of the said

Agreement have been fully paid and its claim satisfied or discharged or till CENTRAL ELECTRICITY SUPPLY

UTILITY OF ORISSA certifies that the terms and conditions of the said Agreement have been fully and

properly carried out by the said Contractor and accordingly discharge this guarantee and will not be

revoked by us during the validity of the guarantee period.

Unless a demand or claim under this guarantee is made on us or with_____________

____________________________________ (Local Bank Name, address and Code No.)

_________________________________________________, Bhubaneswar in writing on or before

__________________ (date) , we shall be discharged from all liability under this guarantee thereafter.

5. We, the _________________________ Bank further agree that the CESU shall have the fullest liberty

without our consent and without affecting in any manner our obligations hereunder to vary any of the

terms and conditions of the said Agreement or to extend time of performance by the said Contractor and

we shall not be relieved from our liability by reason of any such variation or extension being granted to the

said Contractor or for any forbearance act or omission on part of the CESU or any indulgence by the CESU

to the said Contractor or by any such matter or thing whatsoever which under the law relating to sureties

would but for this provisions have effect of so relieving us.

6. The Guarantee will not be discharged due to change in the name, style and constitution of the Bank and or

Contractor.

7. We, the _________________________ Bank lastly undertake not to revoke this Guarantee during its

currency except with the previous consent of the CESU in writing.

Notwithstanding anything contained herein above.

a. Our liability under this Bank Guarantee shall not exceed Rs.______________(Rupees

___________________________________________) only.

b. The Bank Guarantee shall be valid upto Dt _____________________ only.



We or our Bank at Bhubaneswar (Name & Address of the Local Bank) are liable to pay the guaranteed amount

depending on the filing of claim and any part thereof under this Bank Guarantee only and only if CESU serve upon

us or our local Bank at Bhubaneswar a written claim or demand and received by us or by Local Branch at

Bhubaneswar on or before Dt._______________ otherwise bank shall be discharged of all liabilities under this

guarantee thereafter.

Dated ___________the __________ day of Two Thousand Twelve

For____________________________

(Name of the bank)

Bank Seal

N.B.:

(1) Name of the Contractor & Address :

(2) No. & date of the work order :

(3) Amount of W.O :

(4) Name of Work :

(5) Name of the Bank & address & Code No. :

(6) Amount of the Bank Guarantee:

(7) Name, Address and Code No. of the Local Branch:

(8) Validity period or date upto which the agreement is valid:

(9) Name of the Signing Authorities of the Bank in the B/G:

(10) Name & addresses of the Witnesses with signature:

(11) The Bank Guarantee shall be accepted only after getting confirmation from the respective Bank(s).