EMBASSY OF INDIA

KUWAIT

INVITATION FOR BIDS The Embassy of India, Kuwait, intends to PRE-QUALIFY AGENCIES TO ASSIST ITS CONSULAR WING IN THE PROCESSING OF APPLICATIONS FROM INDIAN NATIONALS FOR THE ISSUANCE OF PASSPORT. The agencies so identified would have, on behalf of the Embassy of India, responsibility for the following broad activities:

i. Distribution, collection and scrutiny of passport applications as prescribed, along with supporting documents and fees from the applicants;

ii. Depositing the Passport applications, passports in original as well as in electronic format and other related documents at the Consular Wing of the Embassy by the quickest and safest means; and fees at the bank designated by the Embassy of India, Kuwait;

iii. Digitisation/Indexation of passport application forms along with enclosures, capturing of biographic data and photograph and transfer the data electronically to Embassy. This data duly indexed should also be provided in CD or any other storage format to Mission for efficient search and retrieval operations.

iv. In respect of passport applications the service provider should create meta files and an attachment/sub-files for enclosures. This must be done in coordination with Embassy and NIC to install an appropriate procedure for search and retrieval requirements for passport as the case may be.

v. Collection of passports from the Consular Wing after the service there has been rendered;

vi. Handing-over document/s to applicants at the counter of Passport Service Centers or by other secure and fast means;

vii. Maintenance of an information desk/service to answer enquiries over telephone, distribute printed guidelines and handle queries by e-mail, post or fax, as the case may be; and

viii. Scheduling of personal interviews of the applicants at the Consular Wing of the Embassy of India, Kuwait where required.

2. To carry out these activities on behalf of the Embassy of India, Kuwait, the Agencies would be expected to establish Three Passport Service Centers at Sharq locality in Kuwait City, Fahaheel (within 100 mtrs of mekkah Road in Block 7 or Block 8) and Jleeb Al Shuwaikh (Abbasiya Souk in Block 1) locations of Kuwait, preferably in good commercial complexes with ample parking facilities for applicants. The area desirable for center proposed at Sharq is 150 sqm (approx) and 75 sqm2 (approx) each for centers at Fahaheel and Abbasiya (minimum total area of 350 sqm2 for all 3 centres). The Embassy of India, Kuwait may need to increase the number of centers in Kuwait, if deemed necessary. The agencies would be expected to provide courteous and efficient service at all times. The Embassy of

India, Kuwait reserves the right to monitor the quality of service provided and impose necessary corrective measures on the agencies in terms of their contractual obligations. The short-listed agencies will have to furnish a bank guarantee, the amount of which will be specified in the Request For Proposal (RFP).

3. i) Agencies with sound financial and business credentials, having at least one year experience of operating a centre on behalf of a Diplomatic Mission/Missions or Ministry of External Affairs of the Government of India in providing similar services and dealing with at least hundred passports services per day on a one year average, are invited to send their profiles and expression of interest, along with a detailed offer for pre-qualification.

(ii) Only Indian/Indian origin companies with or without a local partner either of Indian/Foreign origin are eligible to apply. (Definitions and Explanations may be seen in the Request for Proposal). 4. All offers/bids should be accompanied by a refundable deposit of K.D 600.000 (Six Hundred Kuwaiti Dinars) by cheque drawn in favour of Embassy of India, Kuwait. The cheque should be put in a separate envelope marked ‘refundable deposit’ and not with envelopes for ‘Technical Bid’ or ‘Financial Bid’. This deposit would be refunded within five working days of opening of pre-qualification bids. 5. The agencies are required to submit technical and financial bids in two separate envelopes. In the first stage, only the technical bids will be opened and examined and only the bidders fulfilling the technical requirements, will be selected for opening the financial bids. Any remaining bids will not be processed further. Financial bids of companies qualifying on technical evaluation will be opened in the next stage and the Contract Price shall be the criterion for selecting the successful Service Provider. If the contract price is same for more than one company, the company graded higher will become eligible. The Technical Bids will be evaluated by the Mission and graded according to the quality of services offered by the bidding Companies. This information would be given to the Companies which qualified for the Financial Bids before opening of the Financial Bids. Bidding agencies should give specific and clear response to the RFP in the same format and order without omitting any point mentioned therein. 6. The offers/bids may be sent in sealed covers superscribed 'Passport Outsourcing' (containing two separate sealed covers superscribed " Technical Bid" and "Financial Bid") addressed to the Head of Chancery Embassy of India, Kuwait, Diplomatic Enclave, Arabian Gulf Sreet, P.O.Box No. 1450, Safat 13015, so as to reach the Embassy of India, Kuwait latest by 1500 hours on 16 June 2013. All the Technical Bids shall be opened simultaneously at 1600 hours on the same day. The Embassy of India, Kuwait decision on the pre-qualification of the bidders shall be final.

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 REQUEST FOR PROPOSAL

The bidding companies should respond to all the items in the RFP clearly without any ambiguity and in the same order of RFP. The Technical Bids are liable to be rejected if all the points in the RFP are not adequately responded. The decision of the Embassy of India, Kuwait in this regard is final. 1. Introduction. The objective of this Request For Proposal (RFP) is to select a reliable and experienced outsourcing agency to contract with the Embassy of India, Kuwait to provide passport support services at the three centers in Kuwait. For the year 2012, total number of passport (along with its related services) issued by the Embassy are around 74000. It is estimated that in 2013 the Embassy of India, Kuwait will receive approximately 80,000 passport applications (along with its related services). This is, however, only an estimate based on the past trend and the Embassy of India, Kuwait does not guarantee this number. The applications are received from applicants in person. The Embassy of India, Kuwait is looking for an outsourcing agency to collect and collate these applications along with passports of the applicants on its behalf, deliver them to the Embassy of India, Kuwait and subsequently return the passports to the applicants in an expeditious and secure manner. 2. Request for Proposal (a) Bidders are invited to submit a priced proposal for the delivery of passport

support services in accordance with this RFP. The proposal would be valid for a period of 6 months after the RFP closing date. The selected Contract will be signed for a period of three years with review of operations after every year. The Service providers will be required to start full operations in all the service centres within 3 months of signing the Contract. Operation can start only after Embassy of India, Kuwait conveys its satisfaction with the arrangements made by the Service provider. The service provider may terminate the contract by giving six (6) months advance notice to Embassy of India Kuwait. Embassy of India Kuwait can terminate the contract by giving two (2) months notice to the service provider. In such circumstances, the process of smooth takeover of services will deem to begin from the date of receipt of the notice by the other party or from the date as stated in the notice, whichever is later and the process of termination/smooth takeover will be completed in a reasonable period of time of not more than notice period as explained above.

(b) Penalty clause

i) In situation where the service provider is unable to start full operation in all the Service Centres within 3 months of signing the contract a penalty would be

payable @ KD 600 per day (i.e. @ KD 200 per day per centre). ii) In situation where the service provider terminates the services without providing

the mandatory six month notice period, the service provider is liable to pay to Embassy an amount equivalent to running the centre for the period falling short of the six months period. The Bank Guarantee amounting KD 120000.000 (Kuwaiti Dinars One Hundred Twenty Thousand only) would be handed over to the Embassy at the time of signing the agreement.

3. Eligibility i) Only Indian/Indian origin companies with or without a local partner either of

Indian/foreign origin are eligible to apply. ii) The bidder must have experience of operating a Centre for passport/consular

Services on behalf of a Diplomatic Mission /Missions or Ministry of External Affairs of the Government of India for at least one year; dealing with at least 100 applications per day on an annual-average basis, with electronic data entry.

iii) The Bidding company should be free from any legal, administrative cases and cases related to human trafficking, Hawala etc. The bidding Company should be free from any anti India activities.

iv) The bidding company and its sister company or subsidiary should not bid separately in the same bid. A certificate to this effect should be given by the bidding company at the time of bidding.

4. Definitions and explanations i) Only Indian companies as defined in Income Tax Act 1961 and registered in

India under Companies Act 1956 are eligible to take part in the tender process. Such a company must have its principal office in India, in this case principal office dealing with outsourcing activities. Further, the financial and decision making powers should wholly rest with Indians. This also includes companies owned by NRIs meeting with the above requirements.

ii) Indian origin companies mean, Indian companies, as defined and explained above, owned by PIO/OCI card holders.

iii) Only Indian companies/Indian origin companies, as explained above, can be the principal bidder in the tender process and is wholly responsible for the contract. Only Indian/Indian origin companies would be responsible for execution of the Contract and for the data protection, transfer and security of documents/biometrics. Only Indian/Indian origin companies will deal with Indian Mission/Post and National Informatics Centre pertaining to software and hardware related matters.

iv) There is no objection to an Indian /Indian origin company, as explained above to make a joint bid with another Indian/Indian origin company meeting the same requirements.

v) Local partner is a partner (company) normally resident, registered and operating in the place of tender application. They will be responsible for matters other than explained in (iii) above.

vi) Companies which are not operating in the place of tender and registering only for the purpose of joining the present tender process will not be eligible to take part in the tender process as local partner.

vii) The decision of the Ministry of External Affairs in deciding the eligibility of the company to take part in the tender process is final.

5. Clarification/ Additional Information required: i) Requests for further information must be in writing and be sent to the contact

person mentioned in this document. Questions can be sent by e-mail to hoc@indembkwt.org;

ii) Only communications that are in writing from the Embassy of India, Kuwait may be considered as properly authorized expressions on the Embassy of India, Kuwait's behalf;

iii) The Embassy of India, Kuwait shall provide a copy of all questions and answers provided during the tendering process to all bidders. The source of questions will not be divulged;

iv) Questions from bidders will be accepted until 23 May 2013. The Pre-bid conference will be held on 26 May 2013 at the Embassy of India at 1500hrs.

v) Each bidder shall provide the name and contact details of an individual to act as a point of contact during the tender process. That person may be asked to clarify the bid to provide additional information during the evaluation process.

6. Proposed Programme for the RFP Process Closure of bidders questions - 23 May 2013 Pre-bid conference - 26 May 2013 Deadline for Submission of Proposals - 16 June 2013 at 1500 hrs 7. Statement of Service Requirements The Service Provider shall establish Passport Service Centres adhering to good industry practice standards at three centers in Kuwait following a timetable of openings agreed with the Embassy of India, Kuwait. The Embassy of India, Kuwait will enter into full consultation and planning with the Service Provider in such cases.

a) Sharq area of Kuwait City b) Fahaheel (within 100 mtrs of Mekkah Road in Block 7 or Block 8) c) Jleeb Al-Shuwaikh (Abbasiya Souk in Block 1)

8. Scope of Work and Deliverables Required a) The Service Provider shall ensure that Passport Application Centres are situated in

the premises easily accessible to members of the public. The Centres shall have sufficient space in terms of waiting area, application counters and processing area. The service provider would provide 50 seats in each centre, 8 total counters in all the 3 centres with minimum 2 counters at each centre, provision of drinking water in each centre, one TV in each centre, proper lighting arrangement, washrooms for ladies and gentlemen at each centre. Each Centre will have appropriate facilities

and conveniences for the applicants while endeavoring to minimize waiting time. The Centres shall be open from 0800 hrs. to 1200 hrs. and from 1600 hrs. to 2000 hrs. from Sunday to Thursday and from 1600 hrs. to 2000 hrs. on Friday and Saturday. The Centres will remain closed on days specified by the Embassy.

b) The Service Provider shall be responsible for ensuring that wherever an application is made, the Service Provider should undertake all of the following functions for the Embassy of India, Kuwait: i) Distribute Passport Application Forms. The Service Provider will arrange to

print Passport Application Forms at his own cost in the format prescribed by the Embassy of India, Kuwait from time to time.

ii) Assist applicants in completion of forms and provide factual information on the application process.

iii) Accept passport applications, including those received by post, together with applicant's passport, passport/consular fee, Indian Community Welfare Fund (ICWF), Service Provider's service fee (equal to the Contract Price) and supporting documents from applicants and agents, if any, approved by the Mission/Post. Accept additional documents requested by the Mission from the applicants. Fee will be accepted in all manners of payment generally used in Kuwait including credit cards and debit cards except personal/company cheques. However, any bank/agency charges levied on such transaction will be borne by the applicants.

iv) Bank agency charges to be collected from applicants must be on actual basis as charged by the banks/agencies and should not become a source of income for the Service Provider. For this, the Service Provider should prominently display, such various charges applicable, both in the Centre and website, for the benefit of applicants. The Service Provider should also display prominently both in the Centre and website, information regarding visa fee, service charges, charges such as ICWF contribution and charges for value added services etc.

v) Accept such fees and pay the fees due to the Embassy of India, Kuwait i.e., fees excluding the Service Provider's service fee, in Embassy of India, Kuwait's bank account on the day of receipt. In case of delayed receipt of amounts, the same may be deposited in the designated bank account on the following banking day. Clear and transparent audit trails of fees taken will be supplied at the time the relevant applications are submitted in a format to be agreed between the Embassy of India, Kuwait and Service Provider. The service Provider shall provide a Bank Guarantee amounting to KD 20,000.000 (Kuwaiti Dinar Twenty Thousand only) for the government funds held by it temporarily and for the safety of documents.

vi) The Embassy of India, Kuwait will not pay for the services rendered by the Service Provider. The Service Provider will charge fee, per passport application, denominated in Kuwaiti Dinar. The fee per passport application should be quoted inclusive of any local taxes and VAT currently applicable in Kuwait. This fee will remain fixed during the term of Contract and can be

revised upwards during this period, rounded off to the next higher denomination, only if there is cumulative rise in the local cost of living as per UN CPI, rate of local taxes and/or VAT by more than 25%.

vii) The Service Provider's Service Fee (SF) would not be changed on account of inflation, changes in number of passport applications and fluctuations in rate of exchange. Any change is possible on account of changes in VAT/ local taxes to the tune exceeding 25%. The rounding off must be done in two halves, i.e less than half would be reduced to the previous lower denomination; and half and above would be rounded off to the next higher denomination taking in to account the practicability of implementation.

viii) Provide a bar-coded receipt to each applicant showing the service fee paid to the Service provider, the passport fee or any other fee, the category of passport applied for and the date of payment. A copy of the bar coded receipt is to be enclosed with the application.

ix) Electronic data entry of passport applications in a format prescribed by the Embassy of India, Kuwait and transfer of this data physically to the Embassy of India, Kuwait twice each working day (the timings and manner of which will be determined by the Embassy of India, Kuwait).

x) On receipt of applications, scrutinize the various documents and forms to ensure they are properly completed and ensure that each passport application form has clear audit information on it to allow easy identification of the fee paid, type of passport required and date of payment. Application documents along with passports to be forwarded to the Embassy of India, Kuwait securely and in a timely manner twice each working day (the timings and manner of which will be determined by the Embassy of India, Kuwait.

xi) Collect from the Embassy of India, Kuwait processed applications and passports, twice each working day.

xii) Return passports to applicants in a timely, orderly and secure fashion and provide those, who are required to go to the Embassy of India, Kuwait for interview, with the date & time of interview in consultation with the Embassy of India, Kuwait.

xiii) Delivery of applications and collection of passports will be done twice each working day (the timings and number of which will be determined by the Embassy of India, Kuwait). Handing / Taking over of applications and passports will take place at the premises of the Embassy of India, Kuwait.

xiv) Publish and distribute an official leaflet explaining clearly how to apply for an Indian passport, complete with relevant guidance.

xv) Maintain proper records of every application received, cross-referenced to individual fees taken on databases and systems, and in accordance with practices to be prescribed by the Embassy of India, Kuwait.

xvi) Maintain proper accounts of all the passport fees received by individual subhead.

xvii) Have in place an efficient system for scheduling appointments for applicants requiring an interview.

xviii) Have in place a reliable quality control system that maintains continuous

surveillance on service standards. xix) The Service Provider should have appropriate certification from a reputed

agency of the country where the services are provided wherever feasible. xx) Put in place a viable and effective security and vigilance system. xxi) Operate an e-mail, tele-enquiry facility and electronic display in order that

applicants can track the progress of their applications xxii) Put in place a system where telephone enquiries are to be answered

promptly and email and postal letters are to be replied to within 2 working days of receipt.

xxiii) Issue news releases as and when required by the Embassy of India, Kuwait. xxiv) Carry out any other related activities as instructed by the Embassy of India,

Kuwait. xxv) Have in place an adequate contingency plan, prior to operation of the

agreement, to maintain an acceptable level of service if the operation of any/all Passport Service Centres is interrupted for any reason.

c) The service provider would also be responsible for

i) Digitisation/Indexation of passport application forms along with enclosures, capturing of biographic data and photograph and transfer such data electronically to the Embassy. The service provider is also responsible for creating metadata file and an attachment/sub-file for enclosures. This must be done in coordination with Embassy and NIC to install an appropriate procedure for search and retrieval requirements for passport and other services as the case may be.

ii) Acquiring technical equipment as and when specified by NIC.

9. Facilities The Service Provider shall be required to have the following facilities at each Passport Application Centre: a) Effective systems and processes to recruit and train staff who can explain clearly

and accurately the passport application process and the details of which documents must be submitted with the application.

b) An IT system which will allow the entire Service Provider's passport service network access to any centrally based appointment system. The IT service provided must be in accordance with standards prescribed by an appropriate agency of the host country wherever possible or by India's National Informatics Centre (NIC), as determined by the Embassy of India, Kuwait.

c) The ability to computerise operations related to data capture and scanning of applications and photographs on behalf of the Embassy of India, Kuwait.

d) The ability to computerise operations related to the accounting of fee collection. e) The ability to computerise operations related to the tracking of passport movement

from receipt to delivery. f) A security system for the control of access of applicants and safe custody of

documentation collected, including information held on IT systems

g) An effective quality control system. h) The Service Provider will maintain records and statistics in the format required by

the Embassy of India, Kuwait. i) The Service Provider will be allowed to charge Passport Service Fee (SF), equal to

the Contract Price, from all individuals who make a passport/visa application. This fee will be collected by the Service provider from applicants at the time of receiving the application and passport fees. Documents relating to collection of the service fee (receipt books etc.) will be properly maintained and made available for inspection by the designated officer of the Embassy of India, Kuwait or any audit team.

j) The Service provider may secure additional sources of revenue through advertising subject to the agreement of the Embassy of India, Kuwait on obtaining approval from Ministry of External Affairs and subject to the terms and conditions of local laws, if there is no conflict of interest. The decision of the Embassy of India, Kuwait will be final in this case.

k) The service provider will ensure that turnaround time for passport applicants applying for passport/visas will not be more than 30 minutes. Machine generated tickets should be given to passport applicants which will indicate date and time of entry and of exit from the collection centre.

l) The Service provider can also introduce value-added services for the benefit of passport applicants and offer these services for a charge if there is no conflict of interest. Introduction of these value-added services is subject to the prior written approval of the Embassy of India, Kuwait on obtaining approval from Ministry of External Affairs and subject to the local laws.

m) The Service provider shall not receive any payments from the Embassy of India, Kuwait for setting up these offices, nor for providing services for passport applicants. The Embassy of India, Kuwait shall entertain no claim for expenses or liability for loss of passports or documents. The Service provider shall indemnify the Embassy of India, Kuwait in the event of any claim made by any applicant and it shall be the Service provider's responsibility to compensate applicants if such losses occur.

n) The Service Provider will establish and operate a website on behalf of the Embassy of India, Kuwait, which will contain all information relevant and useful to passport applicants. All information posted on the website will be agreed in advance with the Embassy of India, Kuwait.

o) The Service Provider shall ensure complete confidentiality of the information provided by passport seekers and will further ensure that it is used for no purpose other than processing of passport. The service provider shall indemnify the Embassy of India, Kuwait in the event of any leakage of such information and a consequential claim made by passport applicants.

p) The Service Provider will ensure access of authorized officials from the Embassy of India, Kuwait to its premises and documents.

q) The Service Provider will effect and maintain adequate insurance to cover its obligations under the Agreement, including those obligations which survive the expiration or termination of the Agreement/Contract.

r) The Service Provider will not represent itself and will ensure that its officials and sub-contractors do not represent themselves as an official or agency or organ of the Embassy of India, Kuwait or of the Government of India.

s) The Service Provider should pay such penalty as may be determined in terms of the Contract, for violating the term(s) and condition(s) of the Contract.

t) The Service Provider will not assign in whole or in part its rights or obligations under this Agreement without the prior written approval of the Embassy of India, Kuwait. The Service Provider will not consult with any other person or body for the purposes of entering into an arrangement which will require novation of the Agreement without first consulting the Embassy of India, Kuwait who would seek the approval of Ministry of External Affairs.

u) The Service Provider should have feedback from the applicants regarding the quality of service rendered by them at the time of returning the passport by means of an objective feedback form. The feedback should be constantly watched and measures taken to overcome any defects noticed during the feedback. A summary of the feedback should be sent to Embassy of India, Kuwait on a monthly basis and any serious complaints should be brought to the notice of the Embassy of India, Kuwait immediately.

v) The service provider should select premises with are centrally located in all the three proposed centres with convenient accessibility. The minimum area should be 150 sqm for Sharq area in Kuwait city and 75 sqm each for Fahaheel (within 100 mtrs of Mekkah road in block 7 or block 8) and Jleeb Al-Suwaikh (Abbasiya Souk in Block 1). The total minimum area for all three centres should not be less than 350 sqm. Bus stop (within 100 meters) and parking (for 40 vehicles) are required parameters. Location, size and locality of the premises would be subjected to the final clearance from the Embassy of India Kuwait.

10. Service Standards i) The Service Provider shall ensure a high level of service standard with regard to

the facilities and amenities in the Passport Service Centre, efficient processing of cases so that waiting time is minimal and customer satisfaction is high.

ii) There will be a provision for review one year after commencement of full operations in terms of service standards and thereafter at the end of every subsequent year.

iii) The Service Provider should ensure that the staff of the Passport Service Centre is courteous and helpful and should not indulge in unpleasant arguments or use of foul language. The Service Provider should ensure strict discipline, punctuality and decorum of office amongst the staff of the centre.

11. Guide to Bidders i) It is essential that other criteria such as organization profile, experience, method

statement and standards are also met. The bidding company and its sister company or subsidiary should not bid separately in the same bid. A certificate to this effect should be given by the bidding company at the time of bidding.

ii) The Embassy of India, Kuwait, will take all reasonable steps to maintain the confidentiality of any of the bidders' information, which is clearly marked

'confidential'. However, the Embassy of India, Kuwait is subject to the Right to Information Act 2005 of Government of India and it may be required to release information supplied in this RFP in accordance with that Act.

iii) The information in this RFP, or otherwise supplied by the Embassy of India, Kuwait or any of its representatives, is to be kept confidential except to the extent already publicly available or authorized by the Embassy of India, Kuwait. In case of any damage either direct or indirect including any legal action filed by any individual, in respect of the RFP the vendor shall be solely responsible and the Embassy of India, Kuwait will not be liable.

iv) The bidders shall not at any time make any public statements in relation to this RFP or any proposal without obtaining prior written approval from the Embassy of India, Kuwait contact person. All material supplied to the Embassy of India, Kuwait in relation to the bidder's proposal becomes the Embassy of India, Kuwait's property and may not be returned to the bidder, unless requested in writing beforehand or agreed to by the Embassy of India, Kuwait.

v) The bidders should note that in the event of Contract having been awarded, the Service Provider will not assign in whole or in part its rights or obligations without the prior approval of the Embassy of India, Kuwait who in turn would obtain approval from Ministry of External Affairs.

vi) The Embassy of India, Kuwait will not be liable to contract and tort (including negligence), equity or any other cause of action for any direct or indirect damage, loss or cost (including legal and lawyer/client costs) to the bidders or other persons in respect of this RFP.

vii) Any dispute or difference regarding the interpretation of the provisions of this Agreement shall be resolved amicably between the parties. If the dispute is not resolved through mutual consultations within a period of six months, either party may refer the dispute to arbitration in accordance with the Arbitration & Conciliation Act 1996 of India as amended from time to time. The number of arbitrators shall be one and that the place of arbitration shall be New Delhi, India. In such a situation the applicable law will be the law of India. The language of the Tribunal shall be English. The cost shall be borne by the parties equally unless otherwise determined by the Arbitral Tribunal.

viii) In submitting a proposal to the Embassy of India, Kuwait, the bidder will be deemed to have understood this RFP, obtained all requisite information and verified the correctness of any information to be relied upon, as may be necessary to prepare the proposal and for any subsequent negotiations with the Embassy of India, Kuwait.

ix) In submitting a proposal to the Embassy of India, Kuwait, the bidder will be deemed to be fully informed and to have accepted the terms and conditions outlined in this request for proposals.

x) The cost of preparing and submitting the proposal shall be borne by the bidders.

xi) The Embassy of India, Kuwait shall arrange a pre-bid conference for bidders about the project under consideration on 26 May 2013 at the Embassy of India, Kuwait at 1500hrs.

xii) The Embassy of India, Kuwait reserves the right to accept or reject any or all Proposal(s) and to annul the proposal process, at any time, thereby rejecting all proposals, prior to any Contract being awarded.

12. Response to the RFP a) Contract Price

i. The Embassy of India, Kuwait will not pay for the services rendered by the Service Provider. The Service Provider will charge fee, per passport application, denominated in Kuwaiti Dinar. The fee per passport application should be quoted inclusive of any local taxes and VAT currently applicable in the Kuwait. Any changes to the Passport Service Fee would be in accordance with para 8(b)(vi) ibid. For an increase under this clause, The Service Provider should make a formal request to the Embassy of India, Kuwait with supporting documents for consideration and approval by Ministry of External Affairs.

ii. The applicable law in respect of the RFP is Indian laws and the contract is subject to para 9 (vii) above and Indian Courts' jurisdiction.

b) Organisation Profile: Please provide an organization profile as also the following information:

i. Full Legal name; ii. Complete address, including registered office of company; iii. Contact person; iv. Telephone, facsimile and email contact details and website address(es); v. List of locations and number of staff in Kuwait and any other neighbouring

country(ies); vi. List of services provided in Kuwait and any other neighbouring country(ies); vii. Number of years that the organization has been providing passport outsourcing

services separately; viii. Company ownership, structure and location of ultimate Holding Company; ix. Company Head office location, and branch office locations; x. The Bidding company should be free from any legal, administrative cases and

cases related to human trafficking, Hawala etc. The bidding Company should be free from any anti India activities. If it was found at a later stage that such information was hidden from the Embassy of India, Kuwait, the bidding company would become ineligible to take part in the process. If during the contract period such information came to light, the contract would be liable to be terminated immediately and all costs on such a termination should be borne by the Company

xi. The audited balance sheet of the company for the last three year period. c) References Provide information on work that has been undertaken for similar sized organizations. At least three referees are required. The bidders must provide the following information:

i. The name, business and location of the organization; ii. The name and contact phone number of a referee at the organization; iii. Date on which the work was undertaken and the length of time involved; iv. Brief description of the products or services provided; v. Website address of any website currently operating for that service.

The referees may be advised that the Embassy of India, Kuwait or the Ministry of External Affairs, New Delhi may contact them. A latest certificate in original from the foreign Embassy in India or the Embassy of India in a foreign country regarding passport/visa outsourcing services and length of service should be provided at the time of bidding. d) Method Statement The purpose of the Method Statement is to enable the Embassy of India, Kuwait to evaluate bidder's understanding of the Embassy of India, Kuwait's requirements and the quality of bidder's proposals for meeting them. Bidder's method statement should describe clearly how he/she will provide each of the main requirements indicated in the Statement of Service Requirements. Explanation may be given under the following headings and order. Particular questions to be addressed in bidder's response are given below: e) Professional Plan 1. Describe organisation's experience in the areas relating to this Proposal. This must

be substantiated adequately by supporting documents and presentation by the bidder.

2. Describe capacity for flexibility in service provision - e.g. a sudden increase in demand.

3. Describe proposals for monitoring and evaluating service usage. 4. Describe proposals for innovative web-site design and online development. 5. Describe proposals for managing risks and contingencies. f) Resource Plan 1. Give details of the resources expected to be used to service the Contract, including

the number of staff expected to be employed for providing the service. Also include an organisational chart indicating responsibilities and reporting lines in respect of this proposal.

2. Indicate in each case whether the Staff is expected to be drawn from within service providers' organisation or to be newly recruited and where staff will not be employed full time on this Contract.

3. Explain plan for the training of Staff to be employed on the Contract. 4. Please give names and position held of Key Staff who will be responsible for the

management of the contract. 5. Please provide curriculum vitae for each member of Key Staff. 6. The detailed sub-contract plan, if any. g) Quality Plan

The Service Provider should give details as to how it will ensure that a high quality Service is maintained and that any performance targets mentioned in the Statement of Service Requirements will be met in respect of the following 1. the monitoring and reporting on the quality of the Services delivered including the

performance checks that it will perform, their frequency and scope, and who will perform them.

2. the proposed contract management and supervisory systems. 3. the proposed customer liaison arrangements including procedures for dealing with

complaints and problems. 4. The Service Provider should have a system of feedback proforma to be filled by

the applicants at the time of receiving the passport with passport/visa. The comments both appreciation and criticism should be closely watched and appropriate steps taken as necessary. A monthly report to the Embassy of India, Kuwait should be sent regularly. Any serious complaints should be brought to the notice of the Embassy of India, Kuwait immediately for further instructions from the Embassy of India, Kuwait.

h) Additional Information The bidding Company should give any additional information that it thinks would be useful in support of its proposal, including any additional facilities not included in the Statement of Service Requirements that will make the Service more customer-friendly 13. Submission Requirements:

I. The bidders should submit "two envelope" bids - technical and financial - separately. The technical bid should contain all the information sought as per the preceding paragraphs of this RFP. In order to qualify technically, a bidder must fulfill all the following requirements

a. A confirmation to comply fully and without any reserve with the scope of work and deliverables included in this RFP.

b. The bidder must confirm his willingness to provide facilities of good industry practice standards.

c. The bidding company should provide financial bid separately for Passport Services.

II. (a) In the first stage only the technical bids, in presence of the bidding

companies on the appointed date and time, will be opened and examined as per the above criteria and only the bidders fulfilling all of the criteria mentioned at (a), (b) above will be selected for opening the financial bids. The Technical Bids will be graded giving marks on the basis of responses given to the RFP by the bidding companies. Lack of satisfactory response would lead to the rejection of the Technical Bid. Any remaining bids will not be processed further. Financial bids of companies which qualify on the basis of technical evaluation will be opened in the next stage and the Contract Price shall be the criterion for selecting the successful Service Provider. However, in the event of more than one company giving the same lowest

price, the company graded higher on the basis of marks would be declared L1 bidder. (b) The companies which have qualified in the evaluation of Technical Bids will be called to be present on the date and time fixed by the Mission and the financial bids will be opened in their presence. Contract Price shall be the criterion for selecting the successful Service Provider which will be announced at the meeting. (c) i) All the financial bids for the Passport should be opened on the same day. ii) The lowest quotation would be decided on the basis of the amount quoted by the bidder.

III. i. The proposal should be addressed by name to "Head of Chancery,

Embassy of India, Kuwait and sent so as to reach by before the due date. RFP must be submitted in a secure package containing :

a. A signed original. b. Four copies of the original proposal. c. A CD copy of the proposal in Microsoft Word

ii. Faxed or e-mailed proposals will not be accepted. The envelopes should be superscribed 'Passport Outsourcing'.

iii. The proposal must contain the information required by the RFP, as sought in Para 12 above along with the RFP Form duly completed and signed by the authorized representative of the bidder.

iv. The original must be signed by an authorized representative of the bidder. This copy is deemed to be the master copy.

v The proposal must be received by 1500hrs on 16 June 2013. The Technical bids will be opened in the presence of the bidders or their authorised representative (limited to one person per bidding company only) at the Embassy of India, Kuwait at 1600hrs on the same day. The process of awarding of Contract will be as explained in para 11 (ii).

vi. The receipt of the proposal will be duly acknowledged as and when received.

vii. The Embassy of India, Kuwait may accept or reject any proposals submitted late for consideration.

viii. The name, title, profile, address, phone and fax numbers, website and e-mail address of the bidder in respect of this RFP must be provided to the Embassy of India, Kuwait in the proposal. This must be sent to the Mission along with the organization profile as indicated in para 12 immediately for pre-verification of antecedents.

ix. The Embassy of India, Kuwait reserves the right to negotiate without restriction with bidders after the close of proposals on any matter contained in the proposal, without disclosing this to any other person.

xii. The bidder's proposal will constitute an offer to develop a contract based on the terms and conditions stated in this RFP. The proposal may form part of the final contractual documentation, if the bidder is invited by the Embassy of India, Kuwait to enter into a contract. The contract will also include provisions for the Service Provider to adhere to all local laws applicable to the operation of the outsourcing centre, including on employment of staff, banking operations, environment, safety, insurance, privacy and payment of local taxes etc. Matters regarding dispute resolution between the Service Provider and the Embassy of India, Kuwait will be as indicated in para 9(vii) above. The contract will also include provisions of Force Majeure, termination of contract, consequences of termination and re-tendering after termination of contract.

IV. RFP Form to be sent to :

Shri Shiv Sagar Head of Chancery Embassy of India, Kuwait The bidder's response is submitted with this RFP Form and it is confirmed that he has read, understood and complied with all the conditions as indicated in the RFP document. It is acknowledged that the proposal remains open for three months following the Closing Date of the RFP. Bidder ________ Date ________ Signature(s) ________

In the capacity of ________ Witness(es): ______

 

THIS AGREEMENT IS MADE ON THE… DAY OF -------- (MONTH AND YEAR)

BETWEEN

The President of India, represented by Ministry of External Affairs though the Embassy of India, Kuwait with the address at Daeya, Diplomatic Enclave, Arabian Gulf Street, P.O. Box 1450 – Safat 13015 Kuwait of the one part

AND

M/s ----------------------------------------------------- (Company Registration No. ----------------------------) a company incorporated in ----------, India with its registered address at --------------------------------------------------------------, India, of the other part.

WHEREAS

1. The Embassy of India, Kuwait represented by (Name --------, Designation------------) [hereinafter referred to as the Mission] operate passport services office at Sharq, Fahaheel and Jleeb Al Shuwaikh and passport services to be provided by M/s ------------------------------------------------- [hereafter referred to as 'the Service Provider’].

2. The Mission requires a range of passport services to be carried out by the Service Provider including client information dissemination, receiving of passport services applications and other documentation including passports from persons, Passport Services Application Charges including issuing of receipts, biographic data capture, digitization/indexation of documents and electronic transfer to the Mission to enable uploading of data as required, an efficient passport and application tracking and distribution system. For passport and other services, meta-data file should be created with sub-files for enclosures. All the documents pertaining to passport services applications should be indexed to enable an efficient search and retrieval system.

(a) The Service Provider agrees to provide the services required by the Mission at agreed service centres on certain terms and conditions and in accordance with procedures agreed to by the Parties.

(b) The Parties wish to formally record their agreement and understanding vide this Agreement.

IT IS HEREBY AGREED AS FOLLOWS;

1. PROVISION OF SERVICES

1.1 The Service Provider agrees to provide passport support services (the services) in respect of passport services applications, supporting documentation and passports from

persons in Kuwait for the type of such passport services as set out in Schedule –I at the designated exclusive passport service centres at Sharq area in Kuwait City, Fahaheel( within 100 metres of Mekkah Road in Block 7 or Block 8) and Jleeb Al Shuwaikh (Abbasiya Souk) in Kuwait.

1.2 The support services to be provided by the Service Provider, the details and the mode and manner to be adopted for the same are as set out in Schedule 2 of this Agreement.

1.3 For every passport application sent to the Service Provider by the Applicants for processing, the Mission agrees that the Service Provider shall be entitled to charge from the Applicants a sum not exceeding Kuwaiti Dinar…….(charges in figure and words) inclusive of all taxes per service for the services rendered ['the Service Provider's Service Fee'] at the time the Applicants make the application for the passport services. The Service Provider shall not receive any payments from the Mission for providing services to the Applicants.

(a) The receipt to the passport services applicants should clearly give the following details:

i) Passport services Application Charges (India Passport fee charged by the Mission)

ii) Consular Surcharge if specified by the Embassy of India, Kuwait on each application including for Indian Community Welfare Fund (ICWF).

iii) Service Provider's Service Fee (as per the Agreement)

iv) Bank commission charges (on actual basis)

v) Other value added services, if any (postage/courier etc) (as requested by the applicant-on actual basis)

1.4 The Service Provider shall be responsible for ensuring that wherever an application is made the Service Provider will undertake the following services for the Mission:

i) Distribute Consular Service Application Forms.

The Service Provider shall arrange to print the Mission’s passport service Application Forms at their own cost and in the format prescribed by the Mission, which may be changed by the Mission from time to time.

ii) Assistance to Applicants

Assist the Applicants in completing the forms, providing factual information on various available categories of passport services and processing the application. The Service

Provider should ensure that the applicants are shown utmost courtesy and rendered proper assistance by the staff of the Passport Services Application Centre. The staff should not enter into any verbal duel or acts leading to unpleasantness with the applicants/visitors in the Centre. Any such act(s) should be dealt with seriously and appropriate remedial measures taken including removal of the erring member by the Service Provider, if the complaints are serious.

iii) Acceptance of applications

Accept passport service applications, including those received by post, together with the Applicant's passport, Passport Service Application Charges, the Service Provider's Fee and other necessary and supporting documents from Applicants.

iv) Acceptance of other documents

Accept additional documents requested by the Mission from existing applicants. The Passport Services Application Charges and the Service Provider's Fee will be accepted in all manners of payment generally used in Kuwait including cash except personal / company cheques.

v) Acceptance of Passport Services Application Charges and Consular surcharge, if any, and transmission of same to the Mission

Accept such Passport services Application Charges and Consular surcharge, if any, and pay the same to the Mission’s designated bank account on the day of receipt. Amounts received late can be deposited to the Embassy’s account on the following banking day. Any delay in depositing the amounts in to Mission’s account would be dealt with in accordance with provisions contained in para 3.2 of the Agreement.

vi) Procedure for and reconciliation of Passport Services Application Charges

Clear and transparent audit trails of Passport Services Application Charges collection and transmission shall be drawn up from the time the Applicants' applications are submitted, in a format to be agreed between the Mission and the Service Provider. The Service Provider shall reconcile the amounts remitted on a daily basis or at any other intervals decided by the Mission from time to time.

vii) Bank Guarantee

The Service Provider shall provide a Bank Guarantee amounting to KD 20000.000 (Kuwait Dinar Twenty Thousand only) in the Mission's favour for the Government of India funds held by it temporarily and for the safety of documents. The amount of bank

guarantee may be reviewed every year by the Mission.

viii) Receipt to Applicant

Provide a bar-coded receipt to each Applicant acknowledging receipt of the Passport services Application Charges, Service Providers Fee and any other fees paid to the Service Providers and such receipt shall also state the category of visa/passport services applied for and the date of such payment. A copy of the bar coded receipt is to be enclosed with the application when the same is forwarded to the Mission.

viii (a) Bank Commission charges

Bank Commission/Agency charges should be collected by the Service Provider on actual basis depending on the mode of payment such as credit/debit cards, demand drafts, online payment etc. The Service Provider should not collect in excess of the actual charges and details of such charges should be displayed prominently in the Centre and website for the benefit of applicants.

ix) Digitisation and Indexation of data

Digitise the captured biographic data and scanned images of applications with enclosures and applicant's photographs and transfer such data electronically and physically as required by the Mission on each working day (the timings and manner of which will be determined by the Mission). The service provider should also create meta-data files with sub-files for enclosures for the applications. All the documents pertaining to passport services should be digitized/indexed to enable an efficient search and retrieval operation.

x) Ensure applications are complete

On receipt of applications, scrutinize the various documents and forms to ensure they are properly completed and ensure that each consular service application form has clear audit information on it to allow easy identification of the Passport services Application Charges paid, the type of passport services required and date of payment. Maintain proper records of every application received, cross-referenced to individual fees taken on databases and systems, and in accordance with practices to be prescribed by the Mission.

xi) Sending/Collection of passport services documents and Passports

Application documents along with passports are to be forwarded to the Mission securely and in a timely manner on each working day. Collect from the Mission processed applications and passports on each working day (the timings and manner

of which will be determined by the Mission). Handing / taking over of applications and passports will take place at the premises of the Mission. Provide reports to the Mission as prescribed from time to time.

xii) Return of documents to Applicants

Return passports and other documents to the Applicants in a timely and orderly fashion and inform those who are required to attend, the interview date and ensure that an efficient system is in place for the scheduling of appointments for Applicants requiring an interview with the officials of the Mission. The Service Provider should ensure that the passport and the documents are received and sent in a secured manner, if they are not deposited or collected in person, by registered post or by courier, the expenses for which would be borne by the applicants.

xiii) Dissemination of information

Publish and distribute an official leaflet containing complete guidance explaining clearly how to apply for an India passport services, the contents of which must be approved by the Mission. Issue news releases as and when required by the Mission at the Service Provider's own cost.

xiv) Quality control and systems

Have in place a reliable quality control system that maintains continuous surveillance on service standards, put in place a viable and effective security and vigilance system, operate an e-mail, tele-enquiry facility and electronic display in order that Applicants can track the progress of their applications, put in place a system where telephone enquiries can be answered promptly and have in place an adequate contingency plan, prior to operation of this Agreement, to maintain an acceptable level of service if the operation of any/all Passport services Application Centres are interrupted for any reason. Ensure email and postal letters are replied within two working days of receipt.

xv) An appropriate certification from a recognised agency of the host country/ National Informatics Centre regarding the systems in operation should be provided by the Service Provider.

xvi) Reporting of Fraud

The Service Provider will immediately notify and report in writing to Embassy of India, Kuwait any case of fraud, crime, theft, cheating, burglary, dacoity, larceny or misappropriation or fraud of all or any property, tangible or intangible, physical or electronic etc. and all the details thereof along with action taken in the matter with the steps taken/being taken in the direction to prevent such happening in future. The

Service Provider should be responsible for any financial or legal implications in such an eventuality.

xvii) Facilities

The Service Provider shall be required to have the following facilities at the Passport Application Centres at Sharq area of Kuwait city, Fahaheel (within 100 metres of mekkah Road in Block 7 or Block 8) and Jleeb Al-Shuwaikh (Abbasiya souk in Block 1) in Kuwait along with other facilities referred to in their proposal:

(a) Effective systems and processes to recruit and train staff who can explain clearly and accurately the Passport services application process and the details of documents which must be submitted with the application.

(b) An IT system which will allow the entire Service Provider's consular service network access to any centrally based appointment system.

(c) The ability to digitise operations related to data capture and scanning of passport applications with enclosures and photographs and electronically transfer such data to Mission as per requirement. The service provider should create metadata files for applications with sub-files for enclosures. All the documents pertaining to passport applications should be scanned, digitised, indexed and stored in a secured format in consultation with the Mission to enable an efficient search and retrieval operation.

(d) The ability to computerise operations related to the accounting of fee collection.

(e) The ability to computerise operations related to the tracking of passport movement from receipt to delivery.

(f) A security system for the control of Applicants and safe custody of documentation collected/biographic and biometric data, including information held on IT systems.

(g) An effective quality control system.

(h) Records and statistics in the format required by the Mission.

(i) The Service Provider should have an appropriate certification from a recognised IT Agency/National Informatics Centre regarding the quality and security of IT services provided at the Centre.

(j) Selected premises (The minimum area should be 150 sqm for Sharq area and 75 sqm each for Fahaheel and Jleeb Al-Suwaikh areas with the total minimum area for all three centres should not be less than 350 sqm. Bus stop, within 100 meters,

and parking, for 40 vehicles, are required parameters) would be retained by the service provider during the period of agreement unless any change, whatever it may be, is agreed to by the Embassy of India, Kuwait.

k) There should be total 8 counters in all the three centres with minimum 2 counters at each centre. The counters should have computer and related accessories required for passport related services. There should be back-up for this at each centre. There should be enquiry desk to help applicants enabling them to fill the applications properly. The standing desk should be provided at all the centres. The token machines along with display system should be in place. Drinking water should be available to the applicants/visitors in all the centres. TV should be in all the centres.

l) High level of hygiene should be maintained at each centre. Washroom for ladies and gentlemen would be provided at each centre.

xviii) Website by service provider

The Service Provider will establish and operate a website in coordination with the Mission, which will contain all information relevant and useful to passport service applicants. All information posted on the website will be agreed in advance with the Mission.

xix) Dealing with applicants and visitors

The Service Provider should ensure that the staff of the Centre deals with the applicants with utmost courtesy and should not create any unpleasantness during the discharge of their duties by way arguments with the applicants and making discourteous remarks. If such an event is brought to the notice, the Service Provider should immediately replace the staff or remove the erring staff from service if the complaint is of serious nature. The Service Provider should also ensure that the staff is free from corrupt practices and any report in this matter should be dealt with seriously including termination of service of the person(s) concerned. Repeated complaints of corruption and negligence would lead to termination of contract.

1.5 The Service Provider shall carry out any other relevant activities as instructed by the Mission and provide the requisite facilities.

Character and antecedents

1.6 The Service Provider should be free from any allegations or activities connected with human trafficking, hawala transactions, cheating, bankruptcy and anti-Indian activities or acts inimical to the interests of India. Any information which came into light

after the signing of contract would lead to termination of the same immediately and the expenses in this regard would be borne by the Service Provider.

Eligibility and prerequisites

1.7 Eligibility of the bidding companies has been explained in the RFP. Any misrepresentation of facts which come to light later would lead to termination of the contract. Accordingly, sister companies and subsidiaries of the bidding company should not bid separately for visa services. If this was found after the signing of the contract, the same is liable for termination and the costs of termination should be borne by the Service Provider.

2. INDEMNITY FOR LOSS

2.1 The Service Provider will be fully responsible for the performance of the services and for all documentation and Passport Services Application Charges received, the safe keeping of such documentation including biographic data and the amounts from the point of collection until it is delivered to the appropriate passport services office or deposited in the Mission’s designated bank account in accordance with Schedule-II and while it is in transit back to the Applicant or their authorised representative/agent.

2.2 The Mission shall not entertain any claim for expenses or liability for loss of passports or documents or any other claim directly or indirectly attributed to or caused by such loss provided always that such loss occurs while the said documents are in the care and custody of the Service Provider. The Service Provider shall indemnify the Mission to the full extent including any legal costs incurred in the event of any claim made by any Applicant for loss caused or for any suit for damage arising due to loss of confidentiality or personal details including biographic data of the applicant while the said documents are in the care and custody of the Service Provider and it shall be the Service Provider's responsibility to compensate the Applicants if such losses occur.

2.3 The Service Provider indemnifies the Mission from and against any liability incurred by the Mission and loss or damage to the property of the Mission arising from any unlawful, negligent or willful act or omission by the Service Provider, its officers, employees, agents or subcontractors in connection with and in the performance of this Agreement.

3. FEES

3.1 The Service Provider shall accept the Passport services Application Charges from Applicants and pay the said amounts into the Mission’s designated bank account on the same day of receipt. Amounts received late should be deposited in the designated bank account on the next banking day.

3.2 Delayed Payment and Special Circumstances for Punitive Bank Guarantee : The payment of fee received in cash on behalf of the Mission is to be made on the same day of receipt and on the next banking day in case of delayed receipts in the account of the Mission, failure of which will entail a penalty of 0.5 percent per working/banking day. Non-deposit of cash fee, in full or in part, in Mission's account continuously for three working/banking days will be taken as intentional serious lapse and the Mission will have the right to terminate the contract immediately, forfeit the existing bank guarantee and take possession of all properties of Mission as per the Inventory described in Annexure to the Contract. The process of smooth take over of the services will begin from the moment the services are terminated under this clause under the overall supervision of an officer appointed by Mission for this purpose and the process has to be completed in all respects as early as possible, in not later than three months period of time. Once the services are terminated under this clause, it cannot be renewed except by furnishing the punitive bank guarantee by the Service Provider. However, Service Provider will have no right to seek renewal under this clause and it will be prerogative and discretion of Mission/Post to renew it by accepting PUNITIVE BANK GUARANTEE. There will be no renewal of services/contract if such an incident of three days continuous violation of non-payment of fee received, takes place second time.

3.3 Punitive Bank Guarantee: The amount of Punitive Bank Guarantee will be three times of the normal bank guarantee which shall be provided by Service Provider.

3.4 The Embassy of India, will not pay for the services rendered by the Service Provider. The Service Provider will charge fee of KD---------(in words) per passport service application. The fee per passport application is quoted inclusive of any local taxes and VAT currently applicable in Kuwait. This fee will remain fixed during the period of contract and can be revised upwards during this period, rounded off to the next higher denomination, only if there is a raise in the rate of local taxes or/and VAT by more than 25%.However, the Service Provider's Fee would not be changed on grounds such as inflation, rate of exchange, drop in number of visa/passport service applications etc.

4. CONTRACT MATERIAL

4.1 All material necessary for the processing of the passport service applications shall be stipulated by the Mission to the Service Provider who shall prepare the same at its own cost, which shall include but is not limited to application forms specimen, the Indian Passport Service web-page on the Service Provider's website and Information flyers.

4.2 The said material shall remain the property of the Mission and must be returned to the Mission on expiration or earlier termination of this Agreement.

4.3 The Mission grants the Service Provider a license to use, reproduce and adopt name of the Mission only for the purposes of this Agreement and in accordance with any conditions or restrictions notified by the Mission in writing from time to time.

4.4 Ownership of all material created in performance of the services under or otherwise in accordance with this Agreement vests in the name of the Mission on its creation.

4.5 The Service Provider will ensure that the material is used, copied, supplied or reproduced only for the purposes of this Agreement.

5. ACCESS TO PREMISES

5.1 The Service Provider will allow officials of the Mission and any other persons authorised by the Mission to access Centre premises at all reasonable times and to inspect and copy all relevant documentation and records stored in the Service Provider's possession or control for the purposes associated with this Agreement or any review of performances under this Agreement.

5.2 The rights referred to in Sub-clause 5.1 are subject to:

a. the provision of reasonable prior notice to the Service Provider. However, authorised officials of the Mission would have unrestricted access to the applicant's area of the Centre to inspect the operations.

b. compliance with the Service Provider's reasonable security procedures

c. the Service Provider will ensure that any subcontract entered into for the purpose of this Agreement contains an equivalent clause granting the rights specified in this Clause 5.

d. Sub-clauses 5.1 and 5.2 apply for the term of this Agreement and for a period of five years from the date of expiration or termination of the Agreement in respect of any legal issues/possession of data.

6. INSURANCE

6.1 The Service Provider will effect and maintain adequate insurance to cover all the Service Provider's obligations under this Agreement, including those obligations, which survive the expiration or termination of this Agreement.

6.2 The Service Provider will provide proof of current insurance acceptable to the Mission and shall provide to the Mission a certified true copy of the policy of insurance within one week from the date of the issuance of the policy.

7. PROTECTION OF PERSONAL INFORMATION

7.1 The Service Provider will deal with and handle all personal information including biographic and biometric data as per the provisions of the Privacy Laws applicable both in India and in Kuwait applied to it. In particular, the Service Provider undertakes to:

a) use, handle and deal with all personal information only for the purposes for which it is collected or otherwise comes into the Service Provider's possession under this Agreement; and

b) protect all personal information including biographic and biometric data in its possession and will not disclose it without the consent in writing of the Mission or unless required by law with the consent of the Mission.

c) In the event of failure to comply with the obligations under a) and b) above, the Bank Guarantee would be forfeited and the Agreement will stand terminated with immediate effect.

8. MISREPRESENTATION

8.1 The Service Provider will not represent itself and will ensure that its officers, employees, agents and subcontractors do not represent themselves, as being an officer, employees and agency or organization of the Mission.

8.2 The Service Provider will not by virtue of this Agreement be or for any purpose be deemed to be an officer, employee and partner of the Government of India or as having any power or authority to bind or represent the Government of India.

8.3 All advertising signage and public information relating to the services provided by the Service Provider for the Mission requires the prior approval of the Mission.

9. ASSIGNMENT AND NOVATION

9.1 The Service Provider will not assign in whole or in part its rights or obligations under this Agreement without the prior written approval of the Mission.

9.2 The Service Provider will not consult with any other person or body for the purposes of entering into an arrangement which will require novation of the Agreement without first consulting the Mission.

10. DISPUTE SETTLEMENT

Any dispute or difference regarding the interpretation of the provisions of this Agreement shall be resolved amicably between the parties. If the dispute is not resolved through mutual consultations within a period of six months, either party may refer the dispute to arbitration in accordance with the Arbitration & Conciliation Act, 1996 of India as amended from time to time. The number of arbitrators shall be one and that the place of arbitration shall be New Delhi, India. In such a situation the applicable law will be the laws of India. The language of the Tribunal shall be English. The cost shall be borne by the parties equally unless otherwise determined by the Arbitral Tribunal.

11. PENALTIES

11.1 Performance Guarantee: The Service Provider will ensure that all the Centres are established by the time frame indicated in Schedule-II and other required infrastructure and systems such as the website, the call centre(s) are in place within the agreed time-frame to the satisfaction of the Mission. The Service Provider agrees to pay KD 600.00 per day ( i.e. @ KD 200 per day per centre) to the Mission in case of delay in establishing the Centres.

11.2 Incomplete Documents: Acceptance of incomplete documents from the applicants leading to delay in processing the application: cost of Service Fee multiplied by number of days of delay.

11.3 Delay in sending the completed application form along with documents to the Mission: Cost of Service Fee multiplied by number of days of delay.

11.4 Delay in returning passport/documents to the applicants by Service Provider after service by Mission: Cost of Service Fee multiplied by number of days of delay.

11.5 The penalty amounts will be collected immediately from the Service Provider or from the Performance Guarantee after Mission’s decision is conveyed.

11.6 The decision regarding the period of delay would be at the discretion of Mission.

11.7 The service provider is liable to pay to Embassy an amount equivalent to running the centre(s) for the period falling short of the six months period. This amount is payable by means of a Bank guarantee amounting KD 120000.000 (One Hundred Twenty Thousand Kuwaiti Dinar only) to be produced at the time of signing of the Agreement. This would be applicable only if the service provider terminates the contract without giving at least 6 months notice.

12. TERMINATION

a. Mission may at any time terminate this Agreement by giving two months' notice to the Service Provider. Termination will have effect two months from the date of notification unless there is a statement to the contrary in the notice of termination.

b. In the unlikely event of break-up of diplomatic relations between the Government of India and the Government of Kuwait, the Government of India/Mission will terminate this Agreement at one week's notice without any liability to the Government of India / Mission.

c. Notwithstanding the above, the Service Provider will have the option to terminate the Agreement with an advance notice of six months to the Mission.

13. VARIATION

No variation of this Agreement is binding unless it is agreed upon in writing between the Parties.

14. WHOLE AGREEMENT

This Agreement constitutes the whole agreement between the Parties in relation to its subject matter. Schedule 1 and Schedule 2 annexed hereto as well as the proposal of the contractor shall be taken, read and construed as an essential part of this Agreement. In case of any divergence between this Deed and the proposal of the Service Provider, the clause(s) providing additionally of the responsibility of the Service Provider and the facilities shall prevail.

15. TERM OF AGREEMENT

14.1 This Agreement, valid for three years, commences on the date of signing of this agreement and will expire three years thereafter unless terminated before that date in accordance with its terms.

14.2 The contract will be reviewed at the end of every year, to evaluate corrective measures for fall in quality of service during the year of service. If the service provided by the service provider became unsatisfactory or adequate measures have not been taken, the agreement will be terminated as mentioned in para 12. The Mission shall have the option to extend the operation of this Agreement with the approval of Ministry for a period to be mutually agreed upon on such terms and conditions as are agreed to by the Parties by giving the Service Provider notice of eight weeks prior to the date on which it is due to expire.

In witness whereof the parties to this agreement have set their hands and seal in this agreement on this ……… day of --------- (month, year)

SIGNED SEALED AND DELIVERED For and on behalf of the ---------- of India, ---------- by

Name and designation

In the presence of ________________________ (name and designation) (--------- of India, -----------)

SIGNED SEALED AND DELIVERED For and on behalf of M/s ----------, India _______________________ (name and designation) In the presence of ________________________ (name and designation)

SCHEDULE 1

List of passport related services for which the Service Provider will provide services to the Mission:

1. New Passport 2. Renewal of Passport issued by the Embassy 3. Renewal of Passport issued by the Passport Issuing Authority in India. 4. New Passport for change in name, change in address, change in date of birth,

addition/deletion of spouse name, deletion of ECR and other similar services. 5. Miscellaneous Passport services

a. Police Clearance Certificate b. NRI certificates c. Issue of various certificates on basis of entries in Passport

6. Any other service on Indian Passport not specified above.

SCHEDULE 2

1 The Passport Service Centre Office Locations

1.1 The Service provider will maintain offices in the following locations:

i) Sharq area of Kuwait city

ii) Fahaheel (within 100 metres of Mekkah road in Block 7 or Block 8)

iii) Jleeb Al-Shuwaikh (Abbasiya Souk in Block 1)

The Service Provider will ensure that the Service Centres are situated in premises easily accessible to members of public and nearer to the Mission. In each Service Centre, the Service Centre shall have sufficient space in terms of waiting area, seating arrangements for 50 visitors, proper lighting, drinking water, washroom for ladies and gentleman, minimum 2 application counters (total 8 counters in three centres) having computers with passport related accessories and processing area having standing desks & display board for rules and regulations. Each Centre will have appropriate facilities like token vending machine with display system and standing desk and conveniences for the Applicants while endeavoring to minimize waiting time. These offices will be maintained by the Service Provider unless an alternative agreement is reached between the parties. This office will be opened to the public on or before -----------.

1.2 The Facilities in the Service Centres may be expanded in the future as per the requirements and collection centre/s will be setup in other cities subject to mutual agreement.

2. Operating Hours

2.1 The Service Centres shall be open on all days, except when specified by the Mission. On working days (Sunday to Thursday), the operating hours would be from 0800 hrs to 1200 hrs in first half and 1600 hrs to 2000 hrs in second half. On weekend (Friday and Saturday) the operating hours would be from 1600 hrs to 2000 hrs only.

2.2 Provisions will be made for emergency passport services after office hours, weekends and holidays designated by the Mission, whenever necessary.

3. Reporting Requirements

3.1 The Service Provider is to maintain records of the number of applications received, the number of passports handled, and the number of phone calls and e-

mails received and answered. These reports are required on a weekly basis and should be provided to the Mission.

3.2 The Service Provider is required to report daily on the number of applications accepted by the Service Provider and the corresponding amount paid into the nominated account of the Mission and also the service fee collected by the service provider against each application. A Proforma will be provided to the Service Provider by the Mission on the information required daily when the Service Provider drops off the visa/passport/consular service applications forms.

3.3 The Service Provider will report monthly, or as required by the Mission, on the location of passport service application lodgments with the Service Provider's office and statistics on where passports were forwarded to in order to understand where the demand for Indian visa/passport services is coming from.

4. Remuneration

4.1 The charges to clients shall not exceed the cost of the appropriate Passport Application charges, Consular surcharge, if any, plus the Service Provider's service fee for each application not exceeding…… Kuwaiti Dinar. The Service Provider's Service Fee (SF) which includes VAT and other local taxes will remain unchanged during the contract period and will not be affected by changes in inflation rates, rate of exchange, number of visa applications and VAT/local taxes. However, if there is a change in VAT/local taxes to the tune of more than 25%, appropriate changes would be made in the Service Fee on the basis of supporting documents from authorised agencies. This will be done on the basis of a recommendation from the Mission in consultation and approval from the Ministry of External Affairs.

4.2 The Passport Service Application Charges must be paid into the designated account of the Mission in Kuwaiti Dinar.

4.3 The Service Provider accepts full responsibility for the Passport Service Application Charges from the time it is received from an Applicant until it is deposited in the designated account of the Mission and bank deposit slip is received from the bank.

4.4 The Mission will inform in writing the Service Provider promptly in case there is a change to the passport Service Application charges.

5. Drop-off/Pick up times

5.1 The Passport service application drop-off and pick-up times may vary depending on the operational needs of the Mission. However, there will be at least two

drop-offs and two pick-ups run per working day as agreed in advance by the Service Provider and the Mission.

6. Drop off requirements

6.1 The drop-off material must also contain a bank deposit slip clearly indicating the amount deposited into the account of the Mission and Applications must be reconciled against the amount deposited.

6.2 A list of the Applicants (full names), their passport numbers, the amount paid, whether the Applicant requested an individual receipt from a bulk application and date the application was lodged must accompany all visa/passport application drop-offs.

7. Receipts to Clients

7.1 The Service Provider must provide the Applicants with a bar-coded receipt at the time of the transaction clearly indicating separate amounts paid for the passport Service Application charges, Consular Surcharge and the Service Provider's Service Fee.

7.2 The Service Provider must attach a duplicate of the receipt to the passport application to be delivered to the Mission.

7.3 The Service Provider must provide to the Mission a daily reconciliation of Passport service Application charges remitted against applications received. Reports must detail applications received by passport service subclass, the applicants name and amounts received.

8. The Mission’s Passport Service Web-page on the Service Provider's Website

8.1 The Service Provider will maintain a website which will contain, but is not limited to the following information which has been developed in consultation with the Mission.

(a) An outline of the procedures for clients to lodge and collect their passports and passport service applications;

(b) Current passport Service Fee and other lodgment charges; The details should include clearly the passport Service application charges and Consular Surcharge, if any, due to the Mission and Service Provider's charges such as Service Fee (SF) which is fixed for the period of contract, actual based Bank Commission/ courier/postal charges as the case may be. The Service Provider should indicate clearly the bank commission charges for different mode of payments such as Credit/debit cards, cash, cheque, demand draft, online payment etc.

(c) A link to the Mission’s website;

(d) Addresses and contract details for the Service Provider;

(e) FAQs as provided and/or cleared by the Mission;

(f) A list of public holidays during which each of the Service Provider's offices will be closed for business plus the public holiday lists provided by the Mission;

(g) Office opening and closing hours;

(h) A passport tracking system.

8.2 The Service Provider's website shall not include;

(a) Any recommendations relating to Agents or parties involved in the preparation of passport applications;

(b) Any information that would jeopardize the privacy of its clients;

(c) Advertising that does not relate to the agreed services provided by the Service Provider;

(d) Any information relating to consular services, or the Mission without prior written approval of the Mission

9. Indian passport Telephone and E-mail Service

9.1 The Service Provider is to provide a telephone and e-mail answering service for the Applicants by:

(a) Establishing a separate helpline number;

(b) Establishing a separate e-mail address;

(c) Answering queries promptly (immediately or, if that is not possible, within 24 hours);

(d) Notifying the Mission if there are any concerns or queries which cannot be answered by The Service Provider's staff and/or the Service Provider's management.

10. Application Forms

10.1 The Service Provider will upon request by the Applicant distribute application forms to Applicant. These may include forms printed from the website, photocopied, or provided by the Mission.

10.2 The Mission will inform the Service Provider in advance of any changes in the application forms.

11. Training and Human Resources

11.1 The Service Provider will train staff working directly on Indian passport application processing and lodgment, including client service training, training in the operations of systems and functions that are specific to the Service Provider.

11.2 The Mission will provide training to the Service Provider's employees prior to the opening of the counter facilities. This training will include training on visa/passport/consular service classes that the Service Provider will be receiving applications for, their role in the process, correct forms and fees, supporting documentation required, privacy requirements and how to assist clients and answer their queries.

11.3 Refresher training or training of new staff may be provided by the Mission as required and as convenient to both parties.

11.4 The Service Provider will promptly notify the Mission in case there is any fraud or if there are any allegations of fraud in relation to the Service Provider's staff.

12. Quality Assurance

12.1 The Service Provider's staff will conduct quality assurance checks. The Mission will also conduct quality assurance and audit checks of the Service Provider's office and processes.

Outsourcing

12.2 The Service Provider may outsource some of the services it provides to the Mission. For example, the Service Provider may use a reputable courier, security guards, caterers, etc. However the Service Provider will not outsource any of its services to the Mission without prior consent of the Mission and approval of the Ministry of External Affairs.

13. Additional Services

Proposals to generate additional revenue from the Passport collection centres through advertising, the provision of additional related services to clients or other mechanisms will be considered provided they do not involve a conflict of interest.

For example:

The provision of travel agency services by the Service Provider or a related entity; or

The advertising of businesses related to the business partner, would not be acceptable.

However, the provision of photocopying services; or photograph services is likely to be acceptable.

The provision of all such services can be undertaken only with the agreement of the Mission and approval of the Ministry of External Affairs

14. Advertising

The Service Provider must not provide any advertising or promotional material to clients that is not related to the services under this Agreement without the consent of the Mission and approval of the Ministry of External Affairs.

******

AGREEMENT

Dated---------

BETWEEN

--------- of India, ----------

AND

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RELATING TO ARRANGEMENTS OF Passport SERVICES

 Evaluation of Technical Bids for passport - Grading companies giving marks

Sl No.

Parameters Name of

mark

AA BBI Experience 1. Number of years of experience in the field of

outsourcing in regard to passport Minimum 1 year : 5 marks Upto 3 years : 7 marks Upto 5 years : 9 marks More than 5 year: 10 marks

2 Details of experience with Indian Missions/ Posts

Minimum 1 year : 5 marks Upto 3 years : 7 marks Upto 5 years : 9 marks More than 5 year: 10 marks

3 Details of experience with foreign Missions in India

Minimum 1 year : 5 marks Upto 3 years : 7 marks Upto 5 years : 9 marks More than 5 year: 10 marks

4 Details of experience with foreign Missions in foreign countries

Minimum 1 year : 5 marks Upto 3 years : 7 marks Upto 5 years : 9 marks More than 5 year: 10 marks

5 Number of applications handled per day basis in passport services separately

Average to be calculated (total application divided by number of working days in a calendar year) Minimum 100 application : 8 marks Upto 200 application : 9 marks More than 200 application: 10 marks

II Scope of the work and deliverables required

1 Location of the service centre with convenient accessibility and proximity to the Mission/Post

1) located centrally in locality where centres are proposed;

2) Reasonably good building to the satisfaction of Embassy officials;

3) Bus stop within 100 m; 4) Parking for at least 40 vehicles; Full Marks for above points. Deduction of 2 marks each if any of condition missing

2 Size of the centre (area and layout) Minimum 150 sqm for Sharq centre and 75 sqm each for Fahaheel and Jleeb Al-Shuwaikh and total minimum 350 sqm for all three centres. (All get 5 marks). For each 10 sqm more, bidder gets

additional 1 marks subjected to total 5 additional marks.

3 Number of staff specifying nature of work to be handled

3 in each centre subjected to minimum 11 in all three centres. It includes staff at i.e counters receiving passport application, delivery of processed passport, managers at each centre, person going to/fro Embassy with documents. Additional staff gets 5 marks for each staff subjected to maximum 10 marks. (The security, cleaning and other services are not included in it.)

4 Number of counters specifying the work to be handled

2 Passport counters minimum at all the centres with total 8 counters in all the three centres. Additional counter gets 5 marks .

5 Facilities at the centre ( seating arrangement, writing facilities for filling up applications, TV/ reading material, drinking water, washroom etc.)

Compulsory (Full Marks)

6 Working hours of the centre including week ends

Compulsory as in RSP. (Full marks)

7 Additional facilities- coffee/tea/soft drinks vending machine, photocopier, photo-booth etc on payment basis by individuals)

Photocopier: 5 marks Photo-booth: 3 Marks Beverage vending machine: 2 marks

8 Turnaround time (should not be more than 30 minutes)

Compulsory (full Marks)

9 Number of service centres with places/cities Compulsory (Full Marks) 10 Bar-coded receipt and electronic data entry

system Compulsory (Full Marks)

11 Quality control system to maintain high service standards

Compulsory (Full Marks)

12 Appropriate certification form the host country or India

Compulsory (Full Marks)

13 Security and vigilance system in the centre- security staff, metal detectors, CCTV cameras etc.

Compulsory (Full Marks)

14 Storage and security of documents in the centre (strong room, cabinets and key system, details of staff responsible)

Compulsory (Full Marks)

15 Security of movement of documents between the centre and Mission (nature of vehicles used and containers and key system)

Compulsory (Full Marks)

16 Electronic display of the progress of the applications in the centre

Compulsory (Full Marks)

17 Email, telephonic enquiry facilities- response Compulsory (Full Marks)

period 18 Contingency plan in case of interruptions Compulsory (Full Marks) 19 Data storage security and transfer of data

security including possession of appropriate certification

Compulsory (Full Marks)

20 Scanning and digitization of application forms with enclosures including capture of biographic data and photographs to upload the data in the IVFRT platform wherever required

Compulsory (Full Marks)

21 In other cases creation of meta data file along with sub-files for enclosed documents

Compulsory (Full Marks)

22 Storage and indexation of documents to enable efficient search and retrieval operations.

Compulsory (Full Marks)

23

Efficient hardware facilities for capture of ten finger biometrics and facial biometrics

Compulsory (Full Marks)

24 Efficient and secured system for storage and transfer of biometric data

Compulsory (Full Marks)

25 Online tracking system of the status of applications in the website

Compulsory (Full Marks)

III Facilities 1 Training of staff for efficient handling of the

applicants Compulsory (Full Marks)

2 Efficient IT system of the service provider to allow access to any centrally based appointment system of the Mission/ NIC or any government of India Agency in consultation with Mission

Compulsory (Full Marks)

3 Computerisation of operations related to data capture and scanning of passport applications, photographs and enclosures including digitization and indexation for efficient and fast search and retrieval operations.

Compulsory (Full Marks)

4 Computerisation of operations related to accounts matters

Compulsory (Full Marks)

5 Efficient tracking of applications / passports from receipt to delivery

Compulsory (Full Marks)

6 Security system to control access of applicants, safe custody of documents and security of information held on the service provider’s IT system

Compulsory (Full Marks)

7 Effective quality control system supported by appropriate certification

Compulsory (Full Marks)

8 Maintenance of records and statistics as required by Mission

Compulsory (Full Marks)

9 Machine generated tickets of the applicants

indicating date and time of entry and exit. 10 Operation of website in coordination with

Mission giving information on the services being rendered

Compulsory (Full Marks)

11 Feedback system to monitor the quality of services rendered and the customers satisfaction

Compulsory (Full Marks)

12 Maintenance of confidentiality of the information and prevention of leakage of information from the centre

Compulsory (Full Marks)

IV Professional Plan 1 Organisational experience in the field related

to the service under reference Compulsory (Full Marks)

2 Capacity for flexibility in provision of service Compulsory (Full Marks) 3 Monitoring and evaluation of the services

being provided Compulsory (Full Marks)

4 Management of risks and contingencies Compulsory (Full Marks) V Resource Plan 1 Number of staff in different areas of operation Compulsory (Full Marks) 2 Organisational chart indicating the position

and responsibilities of executives/ staff deployed

Compulsory (Full Marks)

3 Detailed plan for training of staff Compulsory (Full Marks) VI Quality Plan 1 Mechanism for monitoring the quality of

services and performance checks including its frequency and remedial measures

Compulsory (Full Marks)

2 Contract management and supervisory system

Compulsory (Full Marks)

3 Customers liaison arrangements and mechanism to deal with complaints and problems

Compulsory (Full Marks)

VII Additional Information 1 Additional information and the services to be

provided in the centre/ to the applicants to increase efficiency and customer satisfaction without additional service fee.

Compulsory (Full Marks)

Total Marks obtained x xx Note: The mark has been awarded only where the grading can be done and the facility can be quantified. Rest of these are compulsory and successful bidder has to comply with all the compulsory items.