konkan railway corporation · pdf filedate of sale of tender document . from 01/12/2014; ......

Signature of the tenderer Page No 1

कोंकण रेलवे कार्पोरेशन लललिटेड

Konkan Railway Corporation Limited

TENDER DOCUMENT

Name of Work: Setting up and Operation of voice based Call Centre for Konkan

Railway Corporation Limited on outsourced model in Goa state.

Notification No: KR/MAO/CCM/Call-Centre/01-2014 dated 21.11.2014

Cost of Tender Form: Rs.1695/- (Rs.Sixteen hundred and Ninety Five only) (Rs.1500 + service tax)

Tender Form No : __________

(To be filled by the Railway Official issuing the tender form): Tender form Sold to:

Money Receipt, date & amount:

Signature of KRCL Staff issuing tender Form

Whether the tenderer has downloaded the tender form from the website www.konkanrailway.com

If yes, please attach the cost of tender form with the application and furnish the following details:

DDNo : ___________Dated ________Bank _________________________ for Rs. __________.

http://www.konkanrailway.com/



NOTICE INVITING TENDER

Konkan Railway Corporation is planning to have a common call centre to serve its customers for

providing information related to train running position, reservations and amenities. The call centre

is expected to work on outsourcing model to be set up by the vendor in vendors premises, with

backup data link / information link from Konkan Railway Corporation Limited, Madgaon,

Tenders (bidders) are required to submit their proposals in strict adherence with the following:

I. Operations of call centre for Konkan Railway Corporation Limited fully on outsourced basis. The call centre should offer services in the following categories.

1. Providing round the clock train running information to passengers / intended

passengers 2. Satisfying their enquiries 3. E-data Collection 4. Maintaining call logs

II. Providing required connectivity between call centre and, Konkan Railway

Corporation Limited, Madgaon. III. Call centre should access the information through KR website / NTES website /

Integration of Call Centre system with KRCL’s backend applications. KRCL have developed software applications for train running systems which provides the information related to scheduled time of trains, actual time of train, and expected arrival/departure of the train from various stations etc.

In this connection, Konkan Railway Corporation Limited invites sealed open tenders (Two packet

system) for ““OUTSOURCING OF CALL CENTRE”. The schedule of the tender notification is as

under:

Estimated Cost of contract Rs.56,00,000/- per annum

Earnest Money Deposit Rs.1,12,000/-

Cost of Tender form (Non refundable) Rs. 1500 + service tax (12.5%)=Rs.1695/-

Validity of contract One year

Date of sale of tender document . From 01/12/2014; 10:30 hrs to 29/12/2014; 16:00 hrs.

Last date & time of submission of Tender 30 / 12 / 2014 upto 15:00 hrs

Date & time of opening of Tender (opening of technical bid)

30 / 12 / 2014 at 15:30 hrs.


Tender document can be obtained from the office of Chief Commercial Manager, Konkan

Railway Corporation Limited, Madgaon on payment of cost of tender form in the form of Demand

Draft drawn in favour of FA&CAO/KRCL . Same can also be downloaded through KRCL website

www.konkanrailway.com. For the documents downloaded from website, cost of tender form

should be attached with the tender document in the form of demand draft drawn in favour of

FA&CAO/KRCL. The tender document submitted without cost of tender form will be summarily

rejected.

Applications in the prescribed form duly filled alongwith Earnest Money Deposit as indicated

above should be sent by registered post or dropped in a box separately provided for the purpose

in the office of Chief Commercial Manager, Konkan Railway Corporation Limited, Konkan

Rail Academy, Station Road, Madgaon, Goa state, Pin – 403 707 in a cover duly sealed and

superscribed with Tender Notification Numder and Name of work. Cover should be addressed as

mentioned above and should reach this office on or before 15:00 hrs on 30/12/2014. The

Corporation will not be responsible for any postal delay.

If the last date for submission of application is declared as a holiday, the application should reach

at 15:00 hrs of next working day.

Chief Commercial Manager


Madgaon

http://www.konkanrailway.com/


PROJECT INFORMATION AND INSTRUCTIONS TO BIDDERS

1. PROJECT OBJECTIVE

The Konkan Railway Corporation Limited (KRCL) is centralizing their Information /

Enquiry Services through a Toll Free Number for enquiry of Train Status for all KRC

Stations in Maharashtra, Goa and Karnataka. KRCL now desires to provide services to

their customers through a call center. This call center should be purely on outsourced

model to be setup by and at vendors premises, with backup data link / information link

from KRCL. The vendor should setup all infrastructure as required for operation of an

outsourced model of call center. The call center will be operated from Vendor premises.

2. PROJECT SCOPE

2.1 Vendors (“Bidders”) are required to submit their proposals in strict adherence with the

following: Operations of call centre for Konkan Railway Corporation Limited fully on

outsourced basis. The call centre should offer services in the following categories.

2.1.1 Providing round the clock train running information to passengers / intended

passengers

2.1.2 Satisfying their enquiries

2.1.3 E-data Collection

2.1.4 Maintaining call logs

2.2 Providing required connectivity between call centre and Konkan Railway Corporation

Limited, Madgaon.

2.3 Call Centre should access the information through KR website / NTES website /

Integration of Call Centre system with KRCL’s backend applications.

KRCL have developed software applications for train running systems which provides the

information related to scheduled time of trains, actual time of train, and expected

arrival/departure of the train from various stations etc.

3. ELIGIBILITY CRITERIA:

The call centre vendor must satisfy the eligibility criteria as given below:

3.1 The vendor, their Indian Operations should have minimum turnover of Rs. One Crore per

annum for the past 3 (three) financial years i.e. 2011-12, 2012-13 and 2013-14.

3.2 The vendor should have been in business of call centre for at least past 3 (three) years

and should have been running the call centre for any Government or PSU for 24X7 hrs.


3.3 The vendor should have completed from start to finish, in last three financial years, at

least one call centre work for a minimum value of 35% of the advertised tender value of

work.

3.4 The vendor should have an established setup in India with presence in Goa state. The

call centre services and setup offered should be in Goa state.

3.5 The vendor should not have been blacklisted by any Central/State Government/Semi

Government / Autonomous Body / or PSUs in the country for carrying out any

business/operations.

3.6 The vendor should have Minimum 2 years of experience of running an inbound Voice

Service Escalation Call Center, 24x7 Hrs

3.7 The vendor should have minimum two years experience in running multi lingual Language

call center

3.8 The vendor should have valid registration under contract labour laws, service tax, PAN,

ESI and PF Act and all other applicable laws in India.

(The documentary proof for eligibility and credentials needs to be submitted as detailed at

Annexure -A)

4. ELIGIBILITY EVALUATION :

4.1 The Vendor needs to comply with all the eligibility criteria mentioned above. Non

compliance to any of these criteria would result in outright rejection of the vendor’s

proposal.

4.2 The Vendor is required to provide proof for each of the criteria for eligibility evaluation.

Technical bid not accompanied by relevant documentary proof from the clients will not be

considered for evaluation.

4.3 Any assumptions made by the vendors in response of this tender document will be at

their own risk and cost. KRCL will not be liable for any such assumptions /

representations made by the vendors. KRCL’s assumptions and decision in this regard

will be final.

4.4 KRCL reserves the right to disqualify the vendor who does not submit sufficient proof of

their credentials as prescribed in eligibility criteria.

4.5 A hard copy of the credential documents should be submitted neatly bound, duly page

numbered and labeled.


4.6 Vendor should provide details of organization along with all the key contacts including

their work phone, Mobile phone, work address and e-mail details and audited annual

statement of accounts for relevant financial years i.e. 2011 – 2012, 2012 – 2013 and

2013-14 in support of the turnover and profit from products / services, Number of years in

this business and relevant business lines, Specific certifications like ISO, SEI CMM, SAS

70, BS 7799, COPC etc.

4.7 Vendor should provide Call Centre services with Implementation Details, Time-frame,

Man power availability, 24x7x365 operating capability and any other information

considered relevant Credentials, if any.

4.8 The Vendor is expected to provide Call Centre agents who have expertise in Call Centre

operations and should have basic operational knowledge. The Service provider should

have a well defined methodology including processes and controls for providing call

centre services in the domain.

The first stage of evaluation will be validation of the eligibility criteria. Only those vendors

who meet the eligibility criteria will be considered for further stage of evaluation.

5. BIDDING AND AWARD PROCESS:

5.1 Mode of tender :

The tender is invited under Two Packet System. The bidder shall fill the tender form in

Two Packet System i.e Packet “A” - Technical Bid and Packet “B” -Financial Bid.

Both the envelopes i.e. packet “A” & “B” should be sealed separately and superscribed as

Technical Bid and Financial Bid respectively. These sealed envelopes should be placed in

another sealed envelope which should be superscribed with Tender Notice No. and

Name of work.

The tender, not submitted in above stated format, shall stand summarily rejected.

5.2 PACKET “A” : TECHNICAL BID

Technical Bid shall comprise the following:

5.2.1 Technical bid form (attached as Annexure ”A” with this tender document)

5.2.2 Cost of tender form ( if downloaded from website)

5.2.3 EMD of requisite amount

5.2.4 Documentary evidence in support of qualifying criteria

5.2.5 Technical literature, if any.

5.2.6 Any other relevant documents.


It may please be noted that in the event of non-submission of the documents stipulated in

eligibility criteria, the offer shall be considered as technically invalid, and the Financial Bid

shall not be opened. Technical bid should not contain any cost information.

5.3 PACKET “B” : FINANCIAL BID

(In the form attached as Annexure “B” with this tender document)

The bidder shall quote their rates in the Financial Bid only; which shall be placed in a

separate envelope called Packet “B”.

This envelope will be opened after technical evaluation and only of the qualified bidders

and date of opening of the same shall be intimated to the technically qualified bidders in

due course of time.

Evaluation of the financial Bid: After evaluation of the technical bid, financial bid of the

technically qualified bidders will be opened. Lowest bid offer will be considered for award

of work.

5.4 Not withstanding anything stated above, KRCL reserves the right to assess bidders

capability to perform the contract, should the circumstances warrents (warrant), such

assessments in the overall interest of the KRCL. In this regard, the decision of KRCL shall

be final.

6. EARNEST MONEY DEPOSIT:

6.1 The tenderer shall deposit Earnest Money Deposit (EMD) amount, as mentioned in the

Tender Notice, in the form of Demand Draft drawn in favour of FA&CAO, KRCL payable

at CBD Belapur, Navi Mumbai. Tender without EMD shall be summarily rejected.

6.2 The Earnest Money deposited is liable to be forfeited if the tenderer withdraws or amends

impairs or derogates from the tender in any respect within the period of 90 days validity of

his offer.

6.3 KRCL will return the Earnest Money of all unsuccessful tenderers within a reasonable

time after finalization of the tender. No interest will be payable on Earnest Money

Deposit”.

7. SECURITY DEPOSIT :

7.1 The successful tenderer shall be required to pay amount @ 5 % of the accepted contract

value, by way of Demand Draft issued by a nationalized bank in favour of FA&CAO/KRCL,

CBD Bepaur, Navi Mumbai, or bank guarantee which should be valid for 60 days beyond

the validity period of contract.


7.2 The Earnest Money of the successful tenderer will be adjusted towards the Security

Deposit; the DD/Bank Guarantee may be given for the balance amount of the Security

Deposit.

8. Performance Guarantee:

The successful bidder shall have to submit a Performance Guarantee (PG) at 5 % of the

value of contract within 30 (thirty) days from the date of issue of Letter of Acceptance

(LOA). Extension of time for submission of PG beyond 30 (thirty) days and up to 60 days

from the date of issue of LOA may be given by the authority who is competent to sign the

contract agreement. However, a penal interest of 18% per annum shall be charged for the

delay beyond 30 (thirty) days, (i.e.) from 31st day after the date of issue of LOA. In case

the contractor fails to submit the requisite PG even after 60 days from the date of issue of

LOA, the contract shall be terminated duly forfeiting EMD, security deposit etc., paid

during the commencement of the contract. The failed contractor shall be debarred from

participating in re-tender for that work.

The successful bidder shall submit the Performance Guarantee in the form of Demand

Draft (of State Bank of India or any Nationalized Bank) or irrevocable Bank Guarantee.

The Performance Guarantee shall be submitted by the successful bidder after the Letter

of Acceptance has been issued, but before signing of the License Agreement. The

performance guarantee shall be initially valid up to the stipulated date of completion plus

60 days beyond that. In case, the time for completion of work gets extended, the licensee

shall get the validity of performance guarantee extended to cover such extended time for

completion of work plus 60 days.

9. VALIDITY OF OFFER :

The tenderer shall keep the offer open for a minimum period of 90 days from the date of

opening of tender. Within this period, the tenderer shall not withdraw his offer. The period

of validity may be extended further, if required, by mutual agreement, from time to time.

Any contravention of the above condition shall make the tenderer liable for forfeiture of his

Earnest Money Deposit.

10. ATTESTATION AND ALTERATIONS:

The tender form shall be filled in English and all entries must be made by hand written in

ink. Each page of the offer must be numbered consecutively. A reference to total number

of pages comprising the offer must be made at the top right of the first page. Each page of

the tender document including technical brochures, manuals etc, submitted by tenderer

should be attested by tenderer as true copies. No scribbling is permissible in the tender

documents. Tender containing erasures and alterations in the tender document are liable

to be rejected. All erasures and alterations made in filling the tender documents shall be

attested by initials of the tenderer. Overwriting of figures is not permitted. Failure to comply

these conditions shall render the tender liable to rejection. No advice of any change, in

rate, or conditions, after the opening of the tender, shall be entertained.


11. SCOPE OF WORK

11.1 CALL CENTRE STRATERGY

11.1.1 Customer Access strategy:

11.1.1.1 KRCL intends to engage a voice based call center in Goa state to give

additional service to their customers.

11.1.1.2 This call center should be purely on outsourced model.

11.1.1.3 The Call Center solution should be a single location customer contact solution

which will handle In-bound as well as outbound services.

11.1.2 Agent Specification for call handling:

The Vendor would need to provide one Manager and agents as per following

requirements of KRCL

Morning Shifts – 3 Agents

Evening Shifts – 3 Agents

Night Shifts – 3 Agents

KRCL may increase/decrease the agent strength after periodical review of call centre

operations.

11.1.3 Agent Qualities:

All the agents should have the following qualities:

11.1.3.1 The agent must have experience in handling and managing inbound and

outbound calls.

11.1.3.2 Ability to handle and track calls in a timely manner.

11.1.3.3 Excellent communication skills (Verbal – languages: English, Hindi, Marathi,

Konkani & Kannada)

11.1.3.4 Experience working in high pressure and demanding environment.

11.1.4 Agent wise Job roles

The agent strength should be mixed in the following manner to handle the operations in

an efficient way: inbound only


General (Agents) – These agents would solve minor enquiry based difficulties /queries

of the customers

Supervisors : These agents will indentify the problem, Interact with the backend and

monitor the process till it completes its cycle.

11.1.5 Quality Service required from the agents:

Maintaining customer satisfaction is a critical factor and some of the Metrics that are

required to measure Customer Satisfaction are as follows:

Number of calls resolved by agents as First Point of Contact (FPOC) Resolution

Rate (%)

Average call response time (This is the average time taken by callers waiting in a

queue to be attended by an agent). Also known as Average Speed of Answer (

ASA)

Average call handling time,(This is the average amount of time during which

agents work with callers, including actual talk time, hold time and after call work /

wrap up time)

Abandoned call rate (%) (This is the percentage of calls abandoned by a caller

when a caller is in agent queue)

Average delay before abandon (This the average time spent by callers in agent

queue before abandoning calls)

Repeat call rate (%) (This is the number of calls relating to a previous ticket

/complaint number)

Average After call work time / Wrap up time (This is the time taken by an agent to

complete talks related to a call after the call has terminated. Ex. Data entry or

placing outbound calls etc)

Average hold time (AHT) (This is the average amount of time a caller is connected

with an agent and placed on hold while waiting to be transferred for an escalation

or while an agent seeks assistance for the caller’s issue)

Average talk time (ATT) (This is the amount of time a caller is connected with an

agent and not on hold)

Number of complaints escalated to Level 2 and resolution time

Number of complaints escalated to Level 3 and resolution time


Error rates (re-work and overrides)

Customer survey results (call satisfaction levels).

11.2 Call Center Services

The call center is expected to provide the following services to the customers:

11.2.1 Information Services

Information services will provide customers with information desired by caller deriving

it from the links provided by KRCL, data bases or any other such sources.

11.2.2 Enquiry Services

Enquiries on train running position, actual and expected arrival / departure of trains

etc and the direct and indirect enquiries connected with this matter.

11.3 Campaign Management:

11.3.1 Should have the capability of management and execution of effective outbound calls

involving campaigns and calling back to customers.

11.3.2 Should have the capability to monitor & report of outbound call activities

11.4 Performance Monitoring

Provide the capability to define key Performance Indicators (KPIs) and measure

performance against defined KPIs, both online and with scheduled/ad-hoc reports

11.5 Recording:

11.5.1 100% recording of calls and approximately 20% of agent screen action recording

(for critical inputs) is to be provided. The recording should contain detailed call

information and the solution must provide advanced searching capabilities

11.5.2 Calls must be stored for 15 days and preserved and should be made available when

required. The appropriate storage media for archival will be provided by the Vendor.

11.5.3 Vendor shall submit the statement for call records to KRCL on monthly basis or

whenever demanded intermittently.

11.6 Language Requirements:

The call center must support English, Hindi, Marathi, Konkani and Kannada languages.

11.7 Operating Window:

The call center will operate on a 24x7 basis for 365 days.


11.8 Security and Privacy

Proposed Call center solution should be designed in a way that guarantees that

information is collected directly from the caller and should only be used for the specific

purpose for which it was collected. Privacy of customer information guidelines must be

pushed to Call center agents to ensure that customers are told how their personal data

will be used

System must maintain log including date, time, terminal number of each operation, done

by every user/group and should have back up.

There should be a complete and comprehensive security from unauthorized access and

misuse.

12. TECHNICAL INFRASTRUCTURE

The complete call center solution needs to be implemented on outsourced model at

vendor’s premises in Goa state. The entire required infrastructure for operationalization

of call center as per the requirements is to be arranged & managed by Vendor. The

desired hardware setup is enclosed as Annexure-‘C’.

12.1 Hardware & Platforms

The vendor is required to do a complete setup of call center and design, size, procure,

deploy and manage the complete call center solution in a web enabled environment at no

cost to KRCL.

12.2 Database

Direct access to KRCL Data base applications will not be granted to the vendor. However

access to the desired information through web services can be provided.

12.3 Disaster Recovery

The vendor should have proper Business continuity and Disaster Recovery Plan and

process in place.

12.4 Scalability :

The vendor must provide infrastructure that is scalable beyond the initial requirement of

agents as specified in this tender.

12.5 Agreement

The successful vendor should sign the formal agreement with KRCL within 15 days from

the date of acceptance of the Letter of Acceptance (LOA)


13. Penalty

Inability to set up the proposed service or deliver the required functionality and quality of

service will result in breach of contract conditions leading to invocation of penalty clause.

The rate of penalty would be 1% of the total cost payable per month for each instance of

deficiency of service subject to a maximum of 10% for any given month. However,

repeated/frequent instances of such deficiency of service or failure to retain the standards

of functionality detailed in the contract would also lead to cancellation of contract and

recovery of damages as assessed by KRCL.

14. Exit Option

KRCL reserves the right to cancel the contract in the event of happening of one or more

of the following events:

(1) Delays in delivery of service as specified in the scope of the call center project

(2) Any serious deficiency in performance levels or service envisaged that renders the

negates the very purpose of contracting the facility of call center.

(3) Failure to deliver any or all of the services covered under scope of Project.

15. Payment Terms

The following payment terms are non-negotiable and any financial bid not conforming to

the same will not be accepted.

Call Center Agent costs:

Payable monthly at the end of the month on the basis of the actual number of

agents deployed.

PSTN line charges on monthly basis as per actual.

16. Publicity

Any publicity by the Vendor in which the name of KRCL is to be used should be done only

with the explicit written permission of KRCL.

17. Solicitation of Employees

Both the parties agree not to hire, solicit, or accept solicitation (either directly, indirectly, or

through a third party) of their employees directly involved in this contract during the period

of the contract, except as the parties may agree on a case-by-case basis

18. Information Ownership:

All information processed, stored, or transmitted by Vendor belongs to KRCL. Similarly,

any information provided by KRCL is exclusively to be used only in the discharge of the

contractual obligations of call center service as defined in this contract. The contract to

provide the call center service does not confer the Vendor any implicit access rights to the

information or rights to redistribute the information except as provided therein. The


Vendor is required to understand that civil, criminal, or administrative penalties may apply

for failure to protect information appropriately. For this the vendor has to enter into a Non-

Disclosure agreement that all the information on customer data will be protected using

appropriate security measures. Any legal issues due to leak or disclosure of information of

the customer data will be vendor liability and any cost on the issue will be borne by the

vendor.

19. Indemnity :

The vendor shall at all times indemnify the KRCL against all claims or damages of

whatsoever nature which may be made against the KRCL in respect of the said work for

infringement of any right or Law or Act by the vendor or his representative/employee.

The Vendor shall indemnify KRCL against any loss, damage or injury to its workers/staff

during night shifts and Vendor will solely responsible for the security of its property and

staff/agents deployed or in any other claims against Vendor by any person.

20. Assignment or subletting of contract:

The vendor shall not assign or sublet in the contract or any part thereof or allow any

person to become interested therein any manner whatsoever without the written

permission of the KRCL. Any breach of this condition shall entitle the KRCL to rescind the

contract and render the vendor liable for payment to the KRCL in respect of any loss or

damage arising or accruing from such cancellation. Provided always that execution of the

details of the work by petty contractor under the direct and personal supervision of the

vendor or his agent shall not be deemed to be sub-letting under this clause.

21. Alterations:

The KRCL may require such alteration to be made in the scope of the contract work,

during its progress, as deemed necessary. Should these alterations be such that either

party to the contract considers an alteration in price justified, such alterations shall not be

carried out until accepted by the KRCL.

22. Accommodations and Railway Passes:

The vendor shall have to arrange accommodation for himself and his staff. No

accommodations shall be provided by KRCL to any vendor(s) or staff/supervisors for the

purpose of stay. Also, no Railway pass / PTO / Complimentary pass shall be given to

them at any time.

23. Inspections: KR officials shall be authorized to inspect the operations and premises as

and when required with or without giving any prior notice.

24. Taxes/Duties:

Rates quoted should be inclusive of all taxes as is being levied or may be levied in future.

No increase in Rates will be permissible even if the tax rates are increased. Vendor shall

pay in time all the statutory taxes levied by Government or Local Bodies and KRCL shall

not be responsible for any such default on the part of the Vendor.


25. Service Tax :

The vendor should have valid registration for service tax. Service tax as applicable for call

centre services should be paid by the vendor to the service tax authorities in time and

proof thereof should be submitted to KRCL. KRCL shall not be responsible for any such

default on the part of the Vendor.

26. Payment terms & Statutory Deductions:

The Contractor shall declare that all the employees engaged by him shall be his paid

employees and Corporation shall have no onus for them and he will be abiding by all the

statutory provisions for the same.

27. The standard payment terms subject to recoveries of any amount under the penalty

clause of contract will be as under:

27.1 The tax bill/invoice should be submitted in contractor’s bill form, in triplicate

showing the appropriate delineation of taxes included therein at the beginning of

the month following the one for which service was rendered. The bill shall contain

all registration particulars for taxes such as service tax, PAN number etc

27.2 Payment as above shall be subject to any deductions of any amount for which the

vendor is liable under the contract against this tender including penalty as

specified in work evaluation as per penalty clause.

27.3 TDS: TDS will be deducted at source including surcharge, if any, at the applied

rates and TDS certificate will be issued.

27.4 Payment of Excise duty and Municipality taxes: Excise duty and Municipal taxes, if

any, in respect of the above work has to be borne by the vendor and is deemed to

be included in the rates quoted by him.

27.5 Other Taxes/ Levies: All rates quoted in the Tenders shall be deemed to be

inclusive of all taxes, duties, royalties, cess etc payable by the vendor to the

Government or any Public body and no additional amount/ rate or Claim will be

entertained on this account by the Railways. Also no claim whatsoever will be

accepted by the Railways on account of revision of tax rates, new taxes of

statutory nature by State/ Central Government.

28. Termination Clause : The contract can be terminated :-

28.1 By giving three month notice by either party of the contract.

28.2 Upon completion of validity period including any extended period of validity.

28.3 Contract can also be terminated for unsatisfactory performance of contracted work

during the contract period. The termination clause will be invoked by one month


notice in advance extending opportunities to the contractor to make good the

performance. This will be followed by 7 days notice and final termination notice at

end of the notice period.

28.4 The KRCL shall also have the right to terminate this agreement without giving

notice for breach of conditions or for any reason of whatsoever nature in the

interest of Public or KRCL or both.

28.5 The agreement stands terminated if the vendor becomes bankrupt or is declared

insolvent or ordered to be wound up by court or goes into voluntary liquidation.

29. Representation of the parties: The successful agency shall act and be treated as

independent contractor and the relation between KRCL and he agency shall be purely as

Employer and Contractor. The successful agency shall in no way during the currency of

contract represent itself nor permit any person to represent itself as a partner, joint

venture, employee, agent or representative of KRCL. The successful agency shall not

have any right power or authority to obligate KRCL in anyway in the course of

performance of contract.

30. Period of Contract :

The period of contract will be one year from the date of execution of agreement.

31. Arbitration Clause :

All questions, disputes and/or difference arising under or in connection with this

agreement or in any way touching or relating to or concerning the construction, meaning

or effect of these presents (except as to matters the decision where of is otherwise herein

before expressly provided for) shall be referred to the sole arbitration of the Chief

Commercial Manager, KRCL for the time being or in case his designation is changed or

his office is abolished, to the sole arbitration of the officer who for the time being is

entrusted, whether or not in addition to other functions, with the functions of the Chief

Commercial Manager, of the Corporation, by whatever designation such officer may be

called (hereinafter referred to as the said officer) and if the Chief Commercial Manager for

the time being of the Corporation or the said officer is unable or unwilling to act, to the

sole arbitration of some other Officer to be appointed by the Chairman & Managing

Director of the Corporation. It will be no objection to any such appointment that the

arbitrator so appointed is an officer of the Corporation that he had to deal with matters to

which this agreement relates and that in the course of his duties as a officer of the

Corporation he had expressed views on all or any of the matters in dispute or difference.

The award of the arbitrator so appointed shall be final and bind on the parties hereto.

32. Governing Laws & Jurisdiction: This agreement shall be governed by the provisions

of All Indian Laws & Jurisdiction of the Court will be at Madgaon, Goa

---o0o--


ANNEXURE –‘A’

TECHNICAL BID



Notification No: KR/MAO/CCM/Call-Centre/01-2014

S No. Eligibility Criteria Supporting Documents required

1

Name of vendor (individual/firm)

2

Address

3 Service tax Registration No (Please

attach proof)

4 PAN No (Please attach proof)

5 ESI No(Please attach proof)

6 PF No. (Please attach proof)

7

Turnover for past three years

(Please attach Audited / Certified

Annual Financial Statements in the

form of Balance sheet and P & L

account. Annual report for the three

financial years)

2011-12 : _________________

2012-13 : _________________

2013-14 : __________________

8

Experience in business of call Centre ( Please attach Proof of Income Tax Sales Tax, Service Tax and VAT Registration number (whichever As applicable)

9

Name of Government agency or PSU for which vendor is running call centre for 24 X 7 (Please attach Certificate from Agency/Customer about operational call center)

10

Address of business Setup/call centre in India and Goa state (Please attach Certificate of Incorporation/Registration.)


11

Proof regarding not blacklisted by any Central / State Government / Semi Government / Autonomous Body / or PSUs in the country (Please attach affidavit duly notarized).

Yes / No

12

Experience in running of an inbound Voice Service Escalation Call Centre 24 X 7 X 365 hrs. (Please attach Certificate from a competent authority or Customer)

13

Experience in running multi lingual Language call center (Please attach Certificate from a Competent Authority of Customer)

Signature of the Tenderer

Name of the Tenderer :

(in block letters)

Address:

Place:

Date :


ANNEXURE “B”

FINANCIAL BID



Notification No: KR/MAO/CCM/Call-Centre/01-2014

S.N.

ITEM

Rate (Rs.)

Taxes (Rs.)

Total Price

(Rs.)

01

Charges per month to run

3 seater call center

24x7x365

02

Additional charges per

month to increase one seat

per call centre with

associated infrastructure.

Signature of the Tenderer

Name of the Tenderer :

(in block letters)

Address:

Place:

Date :


ANNEXURE – ‘C’

Facilities / Equipment which desirable at the Call Centre are as follows:

1. Desktop PC for each seat of minimum configuration: CPU: Intel Core i3 with 2.8 GHz

Clock speed or Similar/Higher. RAM: 2 GB or higher. Hard Disk: 320 GB or higher. O.S:

Windows / Linux. And all the related accessories OR Laptop for each seat of minimum

configuration of: CPU: Intel Celeron / Dual Core with 1.8 GHz Clock speed or higher.

RAM: 2 GB or higher. Hard Disk: 320 GB or higher. O.S: Windows / Linux.

2. One server of minimum configuration of Processor: Intel Xeon Quad Core with 8 MB

cache or Similar/Higher. RAM: 4 GB or higher. Hard Disk: 500 GB or higher. Network

Interface: integrated dual Gigabit Ethernet and all the related accessories.

3. Local Area Network with CAT6 or Similar

4. Three Hunted Lines to Route Toll Free No. ( To be Provided by Call Centre Vendor)

5. 1 MBPS or 2 MBPS lease Line for internet facility on all PC’s (To be provided by KRC at

KRC Cost)

6. Headphones for each agent Noise cancellation with mute and hang up buttons

7. Air-Conditioning unit for office.

8. UPS with 6 hour backup with enough capacity to handle entire load of the Call Center

9. Appropriate licenses should be acquired by the Vendor for all the equipments / software /

hardware used for the Call Center.

10. All the above systems should be scalable.

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