tender document for setting up & operation of a call center for

Call Center for Ministry of Minority Affairs Request for Proposal

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Tender No: TCIL/61/164/01/2015-IT Issued on: 28th December 2015

Tender Document for

Setting Up & Operation of a Call Center

For

Ministry of Minority Affairs,

Government of India

Telecommunications Consultants India Ltd.

(A Govt. of India Enterprise) Information Technology Division

TCIL Bhawan, Greater Kailash-I, New Delhi – 110048 (India) Telephone no.:011-26202020, Fax:011-26241422,

website: www.tcil-india.com, CIN No.:U74999DL1978GOI008911


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TABLE OF CONTENTS

SECTION TITLE PAGE 1. Notice Inviting Tender 2. Instructions to Bidders 3. General (Commercial) Conditions of Contract 4. Special Conditions of Contract 5. Project Description & Scope of Work 6. Bid Submission Form

7. Price Bid Schedule 8. Format of Bid Bond (EMD) 9. Format of Performance Bank Guarantee (PBG)

10. Annexure I


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SECTION-1

NOTICE INVITING TENDER E-Tenders are invited from eligible and competent Call Center Operators for Setting up and Operations of a National Call Center for Ministry of Minority Affairs in Delhi/NCR as per specifications and scope of work given in the tender document. Submission of Online Bids is mandatory for this Tender. Detailed instructions for online bidding are given in Section-2 ‘Instructions to Bidders’ of this Tender Document. Important Dates Date of Posting of NIT on TCIL’s e-Tendering Portal : 28-12-2015 Start Date & Time of Procurement of tender documents : 28-12-2015, 17: 00 hrs. Last date & time for seeking clarification, if any : 05-01-2016, 15: 00 hrs. Last Date of request for Training : 05-01-2016, 17: 00 hrs. Date of Training to Bidders : 06-01-2016 Last date & time of procurement/downloading : 10-01-2016, 15:00 hrs. of tender documents Last date & time for Online submission of Bids : 11-01-2016, 15: 00 hrs. Online Opening of Technical Part (Part-I) : 11-01-2016, 15: 30 hrs. Online Opening of Financial Part (Part-II) : To be notified later

Training is optional. However, it is recommended that bidders participating for the first time in e-Tender should undergo the training conducted at TCIL Bhawan by paying the requisite fee. Intending bidders may send their request for training to Email ID: [email protected].

In order to be able to participate in this e-tender, it is mandatory to download ‘official copy’ of the tender document from the TCIL’s e-Procurement Portal (ETS Portal) with URL (https://www.tcil-india-electronictender.com). Bidders are advised to visit the TCIL’s ETS portal regularly for updates/amendments, if any.

Brief Scope of Work

TCIL invites bids from Eligible Call Centre Operators to offer their services for Setting up and Operations of a National Call Center in Delhi/ National Capital Region (NCR) for Ministry of Minority Affairs, Govt. of India. It is intended to hire the infrastructure including Call Center Agents on lease basis from existing Call Center Service Providers in the market located in Delhi or in close proximity of Delhi in the NCR region. It is proposed to have a Centralized National Call Centre with 10 seats each in two shifts (10+10 shifts) in all regional languages as specified in this document. TheCall Center shall operate in two eight-hour day shifts, i.e., from 07:00 Hrs to 15:00 Hrs and 13:00 Hrs to 21:00 Hrs with 10 seats in each shift on all 365 days a year except National Holidays. Shifts and seats in each shift may vary in future as per requirement.


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Eligibility Criteria

1. This Invitation for Bids is open to professional call center companies having a minimum 100 seat Call Center set-up in Delhi or National Capital Region in close proximity of Delhi.

2. The bidder must be ISO 9001:2008 and ISO 27001:2005 certified. 3. The bidder should have experience of executing at least one similar National Call

Center project with support for constitutionally recognized 23 Indian languages including English and Hindi.

4. The bidder should have successfully completed one similar Call Center Project costing not less than Indian Rupees 3.6 Crores annually or two similar Call Center Project costing not less than Indian Rupees 1.8 Crores annually during the last three (3) years ending 31/09/2015. (Please submit Purchase order, completion certificates from the client)

5. The bidder should have an average annual financial turnover of not less than Rupees 2.25 Crore during the last three (3) years ending 31st March, 2015 from Call Center business. (Please submit Audited Annual Report (Balance Sheet and Profit & Loss Account) for the last three financial years).

6. The Call Center proposed to be used by the Bidder should have registration with Department of Telecom, Govt. of India, under OSP category for providing domestic call center services.

7. Consortium bids are not allowed. 8. The Bidder should not have been blacklistedby any PSU/Govt. Dept in doing

business with them. (Please submit self declaration).

Note: Bidder must provide necessary supporting documents as proof in respect of the eligibility criteria mentioned above.

Earnest Money Deposit amounting to Rs. 5,00,000/- (Rupees FiveLakh only) by Demand Draft in favor of “Telecommunications Consultants India Ltd.” payable at New Delhi or Bank Guarantee in the prescribed format from a Scheduled Bank from its branch at Delhi/New Delhi shall be submitted before due date and time of submission of online bid. Tender Fee of an amount of Rs. 1,000 (Rupees One Thousand only) by Demand draft in favour of “Telecommunications Consultants India Ltd.” payable at New Delhishall be submitted before due date and time of submission of online bid. Tenders received without EMD/inadequate EMD and/or without the requisite Tender Fee of Rs. 1,000 (Rupees One Thousand only), shall be summarily rejected. The bidder must officially procure/download the tender documents from the ETS portal of TCIL before the last date and time of sale of tender document in order to bid for this tender.

Please note that official procurement/downloading of Tender document from ETS portal of TCIL is mandatory and that the bidder will in no case be able to participate in the


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tender without having procured/downloaded the official copy of the tender from ETS portal of TCIL before the due date and time for the same.

Contact Information:

TCIL Contact - Mrs. PoojaWalia, Manager (ITC) Telephone: 011-2620 2020, ext 2687 E-mail ID: [email protected]

E-Tendering Helpdesk- Telephone: +91-11-26202699 (10 AM to 6 PM from Monday to Friday except for Govt. holidays) E-mail ID: [email protected]

The price offers of only those parties who qualify in the first stage shall be opened at time and date to be notified separately. TCIL reserves the right to accept or reject any or all the tenders without assigning any reason.

(Joydeep Sinha) Group General Manager (ITC)

END OF SECTION-1


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SECTION-2

INSTRUCTIONS TO BIDDERS

2.1 INTRODUCTION (DEFINITIONS) In this document, the following terms shall have respective meanings as indicated:

2.1.1 “National Call Center” shall mean the proposed Call Center Service of Ministry of Minority Affairs, Government of India.

2.1.2 “MMA” shall mean Ministry of Minority Affairs, Govt. of India. The term MMA includes successors and assigns of MMA.

2.1.3 “TCIL” shall mean Telecommunications Consultants India Limited, New Delhi. The term TCIL includes successors and assigns of TCIL.

2.1.4 “RFP” shall mean Request for Proposal, Tender Document or Bidding Document including the written clarifications issued by TCIL/MMA in respect of the RFP.

2.1.5 “Authorized Representative/Agency” shall mean any person/agency authorized by TCIL/MMA.

2.1.6 “Contract” shall mean the Purchase Order placed by TCIL on successful Bidder and all attached exhibits and documents referred to therein and all terms and conditions thereof together with any subsequent modifications thereto.

2.1.7 “CCA” shall mean Call Centre Agent in the Call Center designated for MMA.

2.1.8 “Shift” shall mean an eight-hour shift by one CCA.

2.1.9 “Stakeholder Institution” shall mean an institution involved in providing various facilitation services for the MMAs.

2.1.10 “Shift Factor” shall mean the percentage of additional CCAs required for provisioning of weekly off days and leaves of the CCAs as the Call Center will operate on 16x7 basis 365 days of the year.

2.1.11 “Specifications” shall mean and include schedules, details, description, statement of technical data, performance characteristics, standards (Indian as well as International) as applicable and specified in the Bidding Documents.

2.1.12 “Bidder” means the firm/consortium offering the solution(s), services and / or materials required in the RFP. The word Bidder when used in the pre award period shall be synonymous with Bidder, and when used after intimation of Successful Bidder shall mean the Successful Bidder, also called “Supplier”, on whom TCIL places Purchase Order for Delivery of services.


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2.1.13 “Party” shall mean TCIL/MMA or Bidder individually and “Parties” shall mean

TCIL/MMA and Bidder collectively.

2.1.14 “Services” means requirements defined in this Request for Proposal including all additional services associated thereto to be delivered by the Supplier.

2.1.15 “Installation” means the supplier’s written notification that the system required for delivery of the desired “Services” has been installed by the Supplier in accordance with requirements and the project plan, and is ready for the acceptance testing.

2.1.16 “Final Acceptance” means the MMA/TCIL’s written certification that the Services being delivered during the Probation has been verified as satisfactory in accordance with the defined Specifications.

2.1.17 "Acceptance Test Documents" means a mutually agreed document, which defines procedures for carrying out complete test on the site against specifications. It should define tests to be carried out, test equipment and expected test results.

2.1.18 “Intellectual Property Right”, also called “IPR”, means any and all copyrights, moral rights, trademarks, patent, and other intellectual proprieties.

2.1.19 “Law" or "Legislation" - shall mean any Act, notification, bye law, rules and regulations, directive, ordinance, order or instruction having the force of law enacted or issued by the Government of India or State Government or regulatory authority or political subdivision of government agency.

2.1.20 "Third Party Agency" shall mean any agency appointed by TCIL/ MMA for monitoring the “Systems” during commissioning and operation.

2.1.21 “Registration under OSP category” shall mean registration of the organization with Department of Telecom, Government of India, under category of Other Suppliers for domestic call center services.

2.1.22 “Purchaser” means Telecommunications Consultants India Ltd. (TCIL), its Head Quarter at New Delhi or any other project/branch offices within or outside India.

2.1.23 “Letter of Intent (LOI)” means the communication of the intention of the Purchaser

to the Bidder to place the Purchaser Order for the former’s offered goods/services. 2.1.24 “Purchase/Work Order (PO)” means the order placed by the Purchaser on the

Supplier duly signed by the Purchaser’s authorized representative to purchase certain goods & services from the vendor/contractor.

2.1.25 “Contract Price” means considerations payable to the supplier/contractor as

stipulated in the Purchase or Work Order for performance of specified contractual obligations.


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2.2 BIDDER TO BEAR COST OF PURCHASE OF TENDER

The Bidder shall bear all costs associated with the preparation and submission of the bid. The Purchaser in any case will not be responsible or liable for these costs regardless or the conduct of the bidding process. The Complete RFP document can be downloaded from TCIL’s website http://www.tcil-india.com/html/tender.html.

2.3 BID DOCUMENTS 2.3.1 Bid Documents includes:-

Section 1 Notice Inviting Tender Section 2 Instructions to Bidders

Section 3 General (Commercial) Conditions of the Contract Section 4 Special Conditions of the Contract Section 5 Project Description and Scope of Work Section 6 Bid Submission Form

Section 7 Price Bid Schedule Section 8 Format of Bid Bond (EMD)

Section 9 Format of Performance Bank Guarantee (PBG) Section 10 Annexure 2.3.2 Any clarification or communications obtained from the Purchaser 2.4 AMENDMENT TO BID DOCUMENTS 2.4.1 At any time, prior to the date of submission of bids, the Purchaser may for any

reason, whether at its own initiative or in response to a clarification requested by a prospective bidder, modify the bid documents by amendments.

2.4.2 The amendments/Corrigendum will be notified on TCIL Website/e-tendering

(ETS) portal (https://www.tcil-india-electronictender.com) and these amendments will be binding on them. Bidders are advised to visit TCIL Website/e-tendering (ETS) portal regularly for updates on this Tender.

2.5 EXTENSION OF TIME

In order to give prospective bidders required time in which to take the amendments into action in preparing their bid, the Purchaser may at its discretion extend the deadline for submission of bid suitably.

2.6 BID PRICE


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(a) The bidder shall indicate the prices in Indian Rupees only. (b) Bidders are required to quote a single monthly 8-hour shift rate, which will be

applicable for all the shifts. (c) The monthly rate for a shift (a ‘shift’ being an 8-hour shift by one Call Center

Agent) will include all Call Center infrastructure related expenses of the Call Center Operator and monthly remuneration of CCAs as well as all associated expenses like shift allowance, conveyance, any statutory expenses like employer’s contribution towards PF & ESI etc. towards hiring of the CCA by the Call Center Operator. The monthly rate will also include the ‘shift factor’ required for provisioning of weekly off days and leaves of the CCAs as the Call Center will operate on 16x7 basis 365 days of the year. Bidders are required to give total cost as well. The telecom and internet charges shall not be included in the shift rate quoted, the same shall be paid by MMA on actual basis.

(d) The minimum wages circular issued by Govt Statutory body must be complied while quoting monthly rate for a shift. Any increase in manpower wages by the local or central Govt. Statutory body if not already accounted for will be paid extra by the MMA/TCIL.

(e) Unit and total prices of services including infrastructure offered should be quoted with breakup of all taxes and duties, and all other cost incidental thereto.

(f) Prices quoted by the bidder shall be fixed. Bids submitted with adjustable price quotations will be rejected.

2.7 BIDDERS ELIGIBILITY AND QUALIFICATIONS

Bidder shall furnish documents establishing the bidder’s eligibility to undertake the work of Setting up and Operating National Call Center for Department of MMA and Empowerment as per detail given in the Notice Inviting Tender in Section - I.

2.8 BID SECURITY 2.8.1 The Bidder shall submit, bid security as mentioned in the NIT. The bid security

shall be in one of the following forms:-

(a) A Bank Guarantee as per enclosed format issued by a schedule bank in favour of Purchaser valid for a period of 150 days from the date of tender opening.

(b) Demand Draft or Pay Order from a Scheduled Bank in favour of

M/s Telecommunications Consultants of India Ltd., payable at Delhi. 2.8.2 The bid not secured in accordance with the above shall be rejected by the Purchaser

as non-responsive.


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2.8.3 The bid security of the unsuccessful bidder will be discharged/ returned as promptly as possible, but not later than 30 days after expiry of the bid validity period prescribed by the Purchaser.

2.8.4 The successful bidder’s bid security will be discharged upon the bidder’s

submission of the Performance Guarantee. 2.8.5 The bid security may be forfeited under the following circumstances:-

a) If a bidder withdraws his bid during the period of bid validity specified by the bidder on the bid form.

b) In case of a successful bidder, if he fails to submit the Performance

Guarantee within the time prescribed or

c) If he fails to provide the services in terms of the project. 2.8.6 No interest is payable on EMD. 2.8.7 In case of inadequacy or non-submission of prescribed EMD, the tender shall be

deemed to be disqualified and shall be summarily rejected in the technical evaluation.

2.9 VALIDITY PERIOD OF BID

Bid shall remain valid for 120 days after the date of bid opening. The bid valid for a shorter period shall be rejected by the Purchaser as non-responsive. In exceptional circumstances, the purchaser may request the consent of the bidder for an extension to the period of bid validity. The bid security shall also be suitably extended along with bid validity extension. A bidder accepting the request and granting extension will not be permitted to modify his bid.

2.10 CLARIFICATION OF BIDS/PREBIDMEETING

Bidder, requiring clarification on the RFP may submit queries/ clarifications to TCIL online through ETS Portal of TCIL or e-mail on [email protected], before the deadline as mentioned in Section -I. TCIL will not respond to any such petition received after this date. Pre-bid meeting to discuss the clarifications of the bidders related to this tender would not be held. To assist evaluation and comparison of the bids, the Purchaser at its discretion may ask the bidder for clarification of the bid. The clarification will be asked online through the ETS portal. The clarification and response from bidder shall also be online through the ETS portal.

2.11 EVALUATION OF BIDS


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(a) Bids without Tender Fee will be rejected.

(b) Bids without a valid bid security in the prescribed format will be rejected.

(c) Bids without a valid Power of Attorney for signing of Bid will be rejected.

Bids are required to be digitally signed by the person authorized for signing

of the bid.

(d) Bids not meeting eligibility requirements specified in Section-1 “NIT” will be

rejected.

(e) Bids meeting eligibility requirements as specified in Section-1 “NIT” will be

further evaluated as follows :

Technical Bids shall be evaluated as per evaluation criteria and marks allotted

to each evaluation criteria. Bidders whose Technical Bids fail to score

minimum 60% marks will be rejected and their Price Bids will not be opened.

Technical Evaluation Criteria and Marks:

Proposals will be evaluated based on following criteria:

Quality of the Technical Bid document (10 marks) Bidder’s understanding of the RFP document and the responsiveness of the bidder in providing the required information and documents in the bid document.

Proposed plan for setup of National Call Center in the existing call center location w.r.t. the following: (20 marks)

i. Infrastructure available in the existing call center of the bidder where MMA Call Center is proposed to be set up.

ii. Proposed setup of MMA Call Center in the existing call center location which should include provisioning of separate space, facilities for call center operators etc.

iii. Proposed network diagram with equipment, servers, system software, security components etc.

iv. Make, model and configuration of the servers, desktops, LAN etc. to be used.

v. Provisions for regular Database backup. vi. Design and dimensions of each Call Center seat.

vii. Description of the air-conditioning and power backup arrangements.

viii. Proposed Call Flow architecture and associated processes.


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Proposed Business Continuity Plan for MMA Call Center setup (including power failure, equipment failure, server crash, desktop crash, network failure etc.). (5 marks)

Bidder’s Quality Commitments and methods for remedy of failure to abide by the commitments. (5 marks)

Monitoring Tools/methods proposed (5 Marks)

i. Proposed methodology for ensuring that the call center processes are being followed and that telephone/internet connection are not misused.

ii. Provision of trained supervisors for monitoring of call center. iii. Voice Logging Facility for recording and playing back of agent’s

conversation on random basis. iv. Provisioning of remote monitoring through video chatting facilities

on the Internet using web-cam. Training Facilities (10 Marks)

i. Facility of fully equipped training room with online projector, white-boards etc. With seating capacity for at least 20 personnel for providing subject matter training to the Agents by Ministry of Minority Affairs.

ii. Proposed methodology for providing Soft Skill training to the CCAs.

Time Schedule for execution (with diagram). (5 Marks)

Expansion capacity of the proposed Call Center where National Call Center is proposed to be setup. (5 Marks)

Compliance to technical and commercial terms and conditions specified in the RFP document . (5 Marks)

(f) TCIL may ask Bidder(s) for additional information, visit to Bidder’s site and/ or arrange discussions with their professional, technical faculties to verify claims made in Technical Bid documentation.

(g) The Financial Bids will be strictly as per the prescribed format. Only the price quoted in the Financial Bid will be considered. Any conditions / terms and conditions inserted in the Financial Bids will be ignored.

(h) If there is a discrepancy between the unit price & the total price, the unit price shall prevail and TCIL shall correct the total price. If there is a discrepancy between words & figures, the amount in words shall prevail.

(i) Bids will be evaluated on the basis of contract period of 3 years. (j) The Purchaser may waive any minor infirmity or non-conformity or

irregularity in the bid which does not constitute a material/service deviation. (k) The evaluation of the ranking shall be carried out on the landed price of

services offered Inclusive of all taxes. 2.12 PURCHASER 'S RIGHT TO VARY QUANTITIES

TCIL reserves the right to increase or decrease, on need basis, the requirements and duration of services originally specified in the RFP document at the time of award or subsequently during execution of the project.


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2.13 PURCHASER 'S RIGHT TO ACCEPT ANY BID AND TO REJECT ANY

OR ALL BIDS TCIL reserves the right to reject any Bid, and to annul the bidding process and reject all bids at any time, without thereby incurring any liability to the affected Bidder(s) or any obligation to inform the affected Bidder(s) of the grounds for such decision.

2.13.1 The Purchaser does not bind himself to accept the lowest or any tender and reserves

to himself the right to accept the whole or any part of the tender and altering the quantities offered and tenderer shall supply the same at the rate quoted.

2.14 NOTIFICATION OF SUCCESSFUL BIDDER 2.14.1 Prior to the expiration of the bid period, the Purchaser will notify the successful

bidder in writing by registered letter or fax, to be confirmed in writing by registered letter that its bid has been accepted.

2.14.2 Upon successful bidder’s furnishing of Performance Guarantee, the Purchaser will notify the unsuccessful bidders and will discharge their bid bond (bid security).

2.15 POST BID CLARIFICATIONS Post bid clarification at the initiative of the bidders shall not be entertained. Any effort by the bidders to influence the Purchaser in the Purchaser’s bid evaluation, bid comparison or award of the contract shall result in rejection of the bid.

2.16 ISSUE OF LETTER OF INTENT

2.16.1 The Purchaser shall issue Letter of Intent to successful bidder after finalizing the

award of the bid. Letter of Intent would mean, Purchaser intends to place Purchase Order with the successful bidder.

2.16.2 The bidder shall within 10 days of issue of Letter of Intent give its acceptance alongwith Performance Guarantee in conformity with the bid documents.

2.17 CANCELLATION OF LETTER OF INTENT

Failure of the successful bidder to comply with the requirement of submission of Performance Guarantee in time shall constitute sufficient ground for the cancellation of the acceptance of bid and forfeiture of the bid bond, in which case Purchaser may make the offer to any other bidder at the discretion of the Purchaser or call for new bids.

2.18 DELIVERY Delivery of the services shall be made by the supplier in accordance with the terms specified by the Purchaser in the Special condition of the contract. The Schedule of delivery shall be the essence of the contract.


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2.19 SUBMISSION OF BID The following shall only be accepted in physical form:

Tender Fee in the form of Demand Draft EMD in the form of Demand Draft/Bank Guarantee Power of Attorney/Letter of Authorization in the favor of the person under

whose Digital Signature the bid has been submitted online. All other documents shall have to be submitted in Electronic/Soft form and shall not be accepted in physical form. For detail instructions please refer to Clause 2.23.

2.20 OPENING OF PRICE OFFER

Price offers of only those bidders whose Techno-Commercial offers are found to be responsive and acceptable to TCIL will qualify to be opened online. The qualified parties shall be notified with the date and time of the opening of the Price Offer in advance. Representative of the qualified parties may attend the Online Price Bid opening.

In case of any conflict in any of the terms mentioned at Section – 4, the same shall prevail over the terms mentioned in other sections.

2.21 INSTRUCTIONS REGARDING ONLINE BID SUBMISSION 2.21.1 Bidding Methodology:

Single-stage Two-Bid System (Technical Part and Financial Part to be submitted at the same time) shall be followed.

2.21.2 Broad outline of activities from Bidders perspective:

i) Procure Digital Signature Certificates (DSC) for users of the organization (if not procured earlier)

ii) Register your organization on Electronic Tendering System® (ETS) Portal of TCIL (https://www.tcil-india-electronictender.com) if not already registered

iii) Create Users and assign roles on ETS iv) Assign Tender to a department of your organization on ETS v) Download Official Copy of Tender Documents from ETS vi) Clarification to Tender Documents on ETS

– Post query to TCIL (Optional) – View response to queries posted by TCIL

vii) Online Bid-Submission on ETS viii) Attend Online Public Tender Opening Event (TOE) for Techno-

Commercial Bid on ETS – Opening of Technical-Part

ix) Post-TOE Clarification on ETS (Optional) – Respond to TCIL’s Post-TOE technical queries


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x) Attend Public Online Tender Opening Event (TOE) for Financial Bid on ETS – Opening of Financial-Part (Only for Technically Responsive Bidders)

For participating in this tender online, the following instructions are to be read carefully. These instructions are supplemented with more detailed guidelines on the relevant screens of the ETS.

2.21.3 Digital Certificates

For integrity of data and its authenticity/ non-repudiation of electronic records, and to become compliant with IT Act 2000, it is necessary for each user to have a Digital Certificate (DC). also referred to as Digital Signature Certificate (DSC), of Class 2 or above, issued by a Certifying Authority (CA) licensed by Controller of Certifying Authorities (CCA) [refer http://www.cca.gov.in].

2.21.4 Registration

To use the Electronic Tender® portal (https://www.tcil-india-electronictender.com) the Bidder need to register on the portal. Registration of bidders organization is to be done by one of its senior persons who will be the main person coordinating for the e-tendering activities. In ETS terminology, this person will be referred to as the Super User (SU) of that organization. For further details, please visit the website/portal, and click on the ‘Supplier Organization’ link under ‘Registration’ (on the Home Page), and follow further instructions as given on the site. Pay Annual Registration Fee as applicable.

Note: After successful submission of Registration details online and payment of Annual Registration Fee online to TCIL, please contact e-Tendering Helpdesk (as given in Section 1), to get your registration accepted/activated.

2.21.5 On-Line Submission

The On Line Submission will have the following activities: i) Submission of digitally signed copy of Tender Documents/ Addendum ii) Submission of Acceptance/Rejection of General Terms & Conditions iii) Submission of Acceptance/Rejection of Special Terms & Conditions iv) Submission of particulars of EMD v) Submission of Technical Part as under:

- Submission of Electronic Form (Mandatory) - Submission of Main Bid (Mandatory) - Submission of Bid Annexure (Optional)


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Technical Part must contain the following which is required to be submitted in the Main Bid/Bid Annexure:

a) Duly filled in Bid Submission Form as per Section – 6 b) Statement showing Clause by Clause Compliance to all Terms &

Conditions of all the Sections of the Tender. c) Scanned copy of Documentary Evidence of Eligibility Criteria d) Technical Offer e) Un-priced Bid Schedule as per Section-7 f) Any other supporting documents the bidder wishes to submit as a part of

Technical Offer

vi) Submission of Financial Part as under: - Submission of Electronic Form (Mandatory) - Submission of Main Bid (Mandatory) - Submission of Bid Annexure (Optional) Financial Part must contain the Price Bid Schedule as per Section-5.

The entire bid-submission as above would be online on ETS.

2.21.6 Offline Submissions:

The bidder is requested to submit the following documents offline (i.e. physically) to Manager (ITC), TCIL Bhawan, 6th Floor, Greater Kailash-I, New Delhi-110 048 before the due date & time of submission in a Sealed Envelope, the envelope shall bear, the Tender No. & Description and the words ‘DO NOT OPEN BEFORE’ (due date & time):

i) Tender Fee of Rs. 1,000/- by Demand Draft in favour of

“Telecommunications Consultants India Limited” payable at New Delhi.

ii) EMD/Bid Security (Original) for Rs. 5,00,000/- by Demand Draft in favour of “Telecommunications Consultants India Ltd.” / Bank Guarantee in the prescribed format from a scheduled bank from its branch at Delhi/New Delhi.

iii) Power of Attorney under who’s Digital Signatures the bid has been submitted.

2.21.7 Special Note on Security of Bids

Security related functionality has been rigorously implemented in ETS in a multi- dimensional manner. Starting with 'Acceptance of Registration by the Service Provider', provision for security has been made at various stages in Electronic Tender's software. Specifically for Bid Submission, some security related aspects are outlined below:


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As part of the Electronic Encrypter™ functionality, the contents of both the ‘Electronic Forms’ and the ‘Main-Bid’ are securely encrypted using a Pass-Phrase created by the Bidder himself. Unlike a ‘password’, a Pass-Phrase can be a multi-word sentence with spaces between words (eg I love this World). A Pass-Phrase is easier to remember, and more difficult to break. It is recommended that a separate Pass-Phrase be created for each Bid-Part.

Typically, ‘Pass-Phrase’ of the Bid-Part to be opened during a particular Online Public Tender Opening Event (TOE) is furnished online by each bidder during the TOE itself, when demanded by the concerned Tender Opening Officer. A bid cannot be opened without a correct Pass-Phrase. It may also be noted that if a bidder fails to furnish the correct Pass-Phrase during the TOE of Technical Part, the bid shall be rejected. If the bidder fails to furnish the correct Pass-Phrase during the TOE of Financial Part, not only shall the bid be rejected but also the EMD shall be forfeited.

There is an additional protection with SSL Encryption during transit from the client-end computer of a Supplier organization to the e-tendering server/ portal.

2.21.8 Online Public Tender Opening Event (TOE)

ETS offers a unique facility for ‘Online Public Tender Opening Event (TOE)’. Tender Opening Officers as well as authorized representatives of bidders can attend the Online Public Tender Opening Event (TOE) from the comfort of their offices. For this purpose, representatives of bidders (i.e. Supplier organization) dully authorized are requested to carry a Laptop and Wireless Connectivity to Internet. Every legal requirement for a transparent and secure ‘Online Public Tender Opening Event (TOE)’ has been implemented on ETS. As soon as a Bid is decrypted with the corresponding ‘Pass-Phrase’ as submitted online by the bidder himself (during the TOE itself), salient points of the Bids are simultaneously made available for downloading by all participating bidders. The tedium of taking notes during a manual ‘Tender Opening Event’ is therefore replaced with this superior and convenient form of ‘Online Public Tender Opening Event (TOE)’. ETS has a unique facility of ‘Online Comparison Chart’ which is dynamically updated as each online bid is opened. The format of the chart is based on inputs provided by TCIL for each Tender. The information in the Comparison Chart is based on the data submitted by the Bidders. A detailed Technical and/ or Financial Comparison Chart enhances Transparency. Detailed instructions are given on relevant screens. ETS has a unique facility of a detailed report titled ‘Minutes of Online Tender Opening Event (TOE)’ covering all important activities of ‘Online Tender Opening


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Event (TOE)’. This is available to all participating bidders for ‘Viewing/ Downloading’.

2.21.9 Other Instructions

For further instructions, the Bidder should visit the home-page of the portal (https://www.tcil-india-electronictender.com), and go to the User-Guidance Center The help information provided through ‘ETS User-Guidance Center’ is available in three categories – Users intending to Register / First-Time Users, Logged-in users of Buyer organizations, and Logged-in users of Supplier organizations. Various links are provided under each of the three categories. Important Note: It is strongly recommended that all authorized users of Supplier organizations should thoroughly peruse the information provided under the relevant links, and take appropriate action. This will prevent hiccups, and minimize teething problems during the use of ETS. The following ‘FOUR KEY INSTRUCTIONS for BIDDERS’ must be assiduously adhered to:

i) Obtain individual Digital Signature Certificate (DSC or DC) well in

advance of tender submission deadline on ETS ii) Register your organization on ETS well in advance of tender submission

deadline on ETS iii) Get your organization’s concerned executives trained on ETS well in

advance of tender submission deadline on ETS iv) Submit your bids well in advance of tender submission deadline on ETS

(There could be last minute problems due to internet timeout, breakdown, etc.) While the first three instructions mentioned above are especially relevant to first-time users of ETS, the fourth instruction is relevant at all times.

2.21.10 Minimum Requirements at Bidders end

Computer System with good configuration (Min P IV, 1 GB RAM, Windows 7 )

Broadband Internet Connectivity. Microsoft Internet Explorer 6.0 or above Digital Certificate(s)

2.21.11 Bidders Training Program

One day training (10:00 hrs. to 17:00 hrs.) is arranged on payment basis which is scheduled as per the dates provided in Section 1 at TCIL Bhawan, Greater Kailash-I, New Delhi-110048. Training is optional. Bidders opting for Training shall have to pay Rs. 3,000/- + Service Tax @14.0% plus Swatch Bharat Tax @ 0.5 % by Demand Draft in favour of “Telecommunications Consultants India


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Limited” payable at New Delhi and are required to carry a Laptop with device for Wireless Connectivity to Internet as TCIL will not provide Internet connectivity to the trainees. Bidders are required to inform number of participants from their organization to the email-id of e-Tendering Helpdesk mentioned in the Contact Information given in Section 1.

-END OF SECTION 2-


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SECTION - 3

GENERAL (COMMERCIAL) CONDITIONS OF THE CONTRACT 3.1 PRICE APPLICABILITY

Prices in the Purchase Order shall remain valid for the period of delivery schedule or extended delivery schedule. In case of delayed supplies, after delivery period, the advantage of reduction of taxes/duties shall be passed onto the Purchaser and no benefit of increase will be permitted to the Supplier.

3.2 PATENT RIGHTS

The Supplier shall indemnity the Purchaser against all third party actions/claims of infringement of patent, trademark or industrial design rights arising from the use of goods or any part thereof.

3.3 PERFORMANCE SECURITY 3.3.1 Within 10 days of the Supplier’s receipt of Letter of Intent (LOI)/P.O., the Supplier

shall furnish a Performance Security for the amount specified in special condition of the tender in the form of a Bank Guarantee issued by a schedule Bank from its branch in Delhi in the prescribed format given in this tender.

3.3.2 The proceeds of the Performance Security shall be payable to the Purchaser as

compensation for any loss resulting from the Supplier’s failure to complete its obligations under the contract.

3.3.3 The Performance Bond shall be in the form of bank guarantee issued by a scheduled bank situated in India and as per the form provided by TCIL.

3.3.4 The Performance Bond will be discharged by the Purchaser after completion of the supplier’s obligations including any warranty obligations under the contract.

3.3.5 As regards validity of PBG, please refer to Special Conditions of the contract (Section-4). 3.4 INSPECTION AND TESTS

3.4.1 As regards Inspecting Authority and other details please refer to Special Condition

of the Contract (Section-4, clause 4.7). 3.5 CHANGE ORDERS

3.5.1 The Purchaser may at any time by written order given to the Supplier make changes within the general scope of the contract services to be provided by the supplier.


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3.5.2 If any such change causes an increase or decrease in the cost or the time required for the execution of the contractor, an equitable adjustment shall be made in the contract price or delivery schedule or both and the contract shall accordingly be amended.

3.6 SUB-LETTING

The Bidder cannot assign or transfer and sub-contract its interest/ obligations under the contract.

3.7 LIQUIDATED DAMAGES 3.7.1 The date of the delivery of the goods/services stipulated in the acceptance of tender

should be deemed to be the essence of the contract and the delivery must be completed not later than the dates specified therein. Extension in delivery period will not be given except in exceptional circumstances. Should, however, deliveries be made after expiry of the contract delivery period and accepted by the consignee, such deliveries will not deprive the Purchaser of the right to recover Liquidated Damages.

3.7.2 In case the Supplier fails to supply the goods/services against the order, the same

shall be procured from other suppliers at the cost and risk of the Supplier and the excess money will be recovered from any dues of the party.

3.7.3 For late deliveries, as liquidated damages, a sum equal to 2% of the price of any

goods/services not delivered or total order value in case where part delivery is of no use to a Purchaser, for a week or part of a week subject to maximum limit of 10% of the total order will be recovered from the Supplier. The Purchaser also reserves the right to cancel the order in such cases and forfeit the EMD/Performance Bank Guarantee and may also debar the Supplier for future purchases.

3.7.4 LD can be recovered from Performance Bank Guarantee (PBG) or any dues of the

Supplier.

3.8 Penalty If any of the essential facilities/ equipment in MMA Call Center is found non-functional beyond 48 hours, the same would be treated as deficiency of service. The list of such facilities/ equipment includes, but is not limited to the following items:

a. Desktop PC b. Server c. Local Area Network d. Incoming/ outgoing telephone connection, Internet facility (due to

reasons attributable to the Supplier) e. IVRS f. EPABX g. Telephone instrument


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h. Hot Button Programming on a telephone instrument i. Conferencing Facility on telephone instrument j. Head phone k. Environment and facility l. Air Conditioning m. UPS n. Backup Generator set

Penalty at the rate of Rs. 1000(Rupees Thousand Hundred) per day per item would be deducted from the monthly bill of the Call Center Operator for each such deficiency in the MMA Call Center.

3.9 ARBITRATION 3.9.1 In the event of any dispute arising between TCIL and the Supplier in any matter

covered by this contract or arising directly or indirectly therefrom or connected or concerned with the said contract in any manner of the implementation of any terms and conditions of the said contract, the matter shall be referred to the Chairman & Managing Director, TCIL who may himself act as sole arbitrator or may name as sole arbitrator an officer of TCIL notwithstanding the fact that such officer has been directly or indirectly associated with this contract and the provisions of the Indian Arbitration Conciliation Act, 1996 shall apply to such arbitration. The supplier expressly agrees that the arbitration proceedings shall be held at New Delhi.

3.3.2 The proceedings of arbitration shall be in English language:

3.9.3 In case any supplier wants to take the dispute to a court of law after arbitration award as aforesaid, it is clearly understood that only courts in Delhi shall have the Jurisdiction.

3.9.4 In case of Public Sector Undertaking/Government Departments

In the event of any dispute or difference relating to the interpretation and application of the provisions of the contracts with any Public Sector Undertaking / Government Department, such dispute or difference shall be referred by either party for Arbitration to the sole Arbitrator in the Department of Public Enterprises to be nominated by the Secretary to the Government of India in-charge of the Department of Public Enterprises. The Arbitration and Conciliation Act, 1996 shall not be applicable to arbitration under this clause. The award of the Arbitrator shall be binding upon the parties to the dispute, provided, however, any party aggrieved by such award may make a further reference for setting aside or revision of the award to the Law Secretary, Department of Legal Affairs, Ministry of Law & Justice, Government of India. Upon such reference, the dispute shall be decided by the Law Secretary or the Special Secretary / Additional Secretary, when so authorized by the Law Secretary, whose decision shall bind the Parties finally and conclusively. The Parties to the dispute will share equally the cost of arbitration as intimated by the Arbitrator.


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3.10 RISK PURCHASE

In the event of Supplier’s failure to execute the contract to the satisfaction of the Purchaser, the Purchaser reserves the right :

(a) to reject any part of the Contract executed and withhold payment for such portion of the Contract till such time the defects are rectified to the satisfaction of the Purchaser.

(b) to terminate the Contract by giving 2 weeks notice in writing without assigning any reason and to get the Contract executed by other agency at the risk and cost of the Supplier.

3.11 APPLICABLE LAWS

This contract shall be interpreted, construed and governed by the laws of the Republic of India and the parties hereby submit to the exclusive jurisdiction of the Court at Delhi and to all Courts at Delhi having jurisdiction in appeal there from.

Any dispute in relation to the contract shall be submitted to the appropriate Court of the Republic of India for determination. The parties to the contract shall continue to fulfill their respective obligations under the contract during the currency of the contract pending the final decision of the Court.

3.12 GENERAL LIEN

Whenever under this contract any sum of money is recoverable from and payable by the Supplier, the Company shall be entitled to recover such sum by appropriating in part or in whole the security deposit of the Supplier, if a security is taken from the Supplier. In the event of the Security being insufficient or if no security has been taken from the Supplier, the balance or the total sum recoverable, as may be, shall be deducted from any sum due to the Supplier or which at any time thereafter may become due to the Supplier under this or any other contract with the Company. Should this sum be not sufficient to cover the full amount recoverable, the Supplier shall pay to the Company on demand the remaining balance due.

3.13 FORCE MAJEURE

If any time, during the continuance of this contract, the performance in whole or in part by either party under obligation as per this contract is prevented or delayed by reasons of any war or hostility, act of the public enemy, civil commotion, sabotage, fire, flood, explosion, epidemic, quarantine restrictions, strike, lockout or acts of God (hereinafter referred to “eventuality”), provided notice of happening of any such eventuality is given by either party to the other within 21 days of the date of occurrence thereof, neither party shall be reason of such an “eventuality” be entitled to terminate this contract nor shall either party have any claim or damages against the other in respect of such non-performance or delay in performance and deliveries under the contract. The contract shall be resumed as soon as practicable


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after such “eventuality” has come to an end or ceased to exist. In case of any dispute, the decision of CMD, TCIL, shall be final and conclusive, provided further that if the performance in whole or part of any obligation under this contract is prevented or delayed by reason of any such eventuality for a period exceeding 60 days, either party may at its option, terminate the contract. Provided also that if the contract is terminated under this clause the Purchaser shall be at liberty to take over from the Supplier at a price to be fixed by the Purchaser, which shall be final, all unused, undamaged and acceptable materials, bought out components and other stores in the course of manufacture which may be in the possession of the Supplier at the time of such termination, or such portion thereof as the Purchaser may deem fit except such material, as the Supplier may, with the concurrence of the Purchaser, elect to retain.

3.14 Indemnification

(a) Each Party ("Indemnifying Party") shall indemnify and hold harmless the other party from any and all damages, losses, penalties, expenses and costs arising from, based on, related to or associated with the inaccuracy of any representation or covenant set forth in this Bid or the breach of or failure to perform or satisfy any of the provisions of this Bid or for loss of or damage to property, death or injury to person.

(b) The Supplier shall indemnify TCIL/Ministry of Minority Affairs and hold it

harmless from all suits, actions, debts, accounts, costs, losses, and expenses of all kinds (including legal expenses and professional advisory service expenses) arising from or out of any adverse claims of any and all persons related to the execution of services.

(c) Notwithstanding anything expressed or implied in this Bid to the contrary:-

i The parties shall indemnify, defend and hold the other harmless against any and all third party claims.

ii such indemnity shall not extend to any loss, death or injury or any expenses relating thereto to the extent that it was caused by any act or omission of either party or the failure of either party to take reasonable steps in mitigation thereof.

iii such indemnity shall not be applicable to any loss, damage, cost or expense in respect of, and to the extent that either party is compensated pursuant to the terms of any other Contract or under any policy of insurance.

(d) For the purpose of this Article :- i TCIL shall include all persons directly or indirectly associated with TCIL

including its employees. ii The Supplier shall include its directors, employees, agents, affiliates and

sub-contractors.


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(e) Nothing in this Article whether expressed or implied shall relieve either Party of any express obligation to make any payment due to the other Party under this Bid.

(f) Properties and Facilities:

The Supplier shall assume full responsibility and liability for the maintenance and operation of its properties and facilities and shall indemnify and hold TCIL harmless from all liability and expense on account of any and all damages, claims or actions, including injury to and death of persons, arising from any act, accident or omission in connection with or arising out of the installation, presence, maintenance and operation of properties and facilities of the Supplier.

(g) Control and Possession

The Supplier shall be deemed to be in control and possession of the equipment necessary for the proper and normal operation of the System.

3.15 TERMINATION FOR DEFAULT 3.15.1 The Purchaser, may, without prejudice to any other remedy for breach of contract,

by written notice of default, sent to the Supplier, terminate this contract in whole or in part.

a) if the supplier fails to deliver any or all the goods within the time period (s)

specified in the contract, or any extension thereof granted by the Purchaser . b) if the Supplier fails to perform any other obligation(s) under the contract;

and c) if the Supplier, in either of the above circumstances, does not remedy his

failure within a period of 15 days (or such longer period as the Purchaser may authorize in writing) after receipt of the default notice from the Purchaser.

d) On a notice period of 30 days. 3.15.2 In the event the Purchaser terminates the contract in whole or in part pursuant to

above para the Purchaser may procure, install upon such terms and in such manner as it deems appropriate, similar setup/services similar to those undelivered and the Supplier shall be liable to the Purchaser for any excess cost for such similar setup/services. However, the Supplier shall continue the performance of the contract to the extent not terminated.

3.15.3 All data /reports collected by the bidder shall be returned to TCIL in its original form upon such terminations. Bidder shall not have any right on this database, which is proprietary to TCIL/ Ministry of Minority Affairs.

3.16 TERMINATION FOR INSOLVENCY


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The Purchaser may at any time terminate the Contract by giving written notice to the Supplier, without compensation to the supplier if the supplier becomes bankrupt or otherwise insolvent as declared by the competent court provided that such termination will not prejudice or effect any right of action or remedy which has accrued or will accrue thereafter to the purchaser.

3.17 ADD ON ORDER

TCIL reserves the right to place Add on order for additional quantity upto 100% of the original quantity at the same rate and terms & conditions of the purchase order within Contract Period.

3.18 REPEAT ORDER

TCIL reserves the right to place Repeat Order for additional quantity upto 100% of the original quantity of the Purchase Order at the same rate, terms & conditions of the existing purchase order within Contract Period.

3.19 In case of any conflict in any of the terms mentioned at Section-4, the same shall prevail over the terms mentioned in other sections.

- END OF SECTION 3 –


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SECTION – 4

SPECIAL CONDITIONS OF CONTRACT 4.1 PRICE BASIS

Evaluation will be done on all inclusive prices. 4.2 PAYMENT TERMS

Call Center Shift Charges: The invoices towards the services rendered shall be submitted to TCIL on monthly basis at the end of every month for the numbershifts actually deployed during the month as per the agreed number of shifts. TCIL shall release the payments to the Call Center Operator on monthly basis subject to satisfactory performance of the Call Center Operator duly certified by TCIL and receipt of the payment by TCIL from Ministry of Minority Affairs, Government of India.

4.3 SCOPE OF WORK

Setting up of Call Center for Ministry of Minority Affairs as defined in the Section 5.

4.4 PAYING AUTHORITY

Joint General Manager (F&A-IT) 6thFloor, TCIL Bhawan, G.K.-I New Delhi-110048

4.5 CONSIGNEE

GGM (ITC) 4TH FLOOR, TCIL BHAWAN, G.K.-I NEW DELHI-110048

4.6 DELIVERY SCHEDULE

The National Call Center of Department of MMA shall be setup within 10 days from the date of issue of purchase order.

4.7 ACCEPTANCE OF MMA CALL CENTER SETUP Acceptance Test (AT) for the MMA Call Center shall be conducted by TCIL and MMA/ any appointed third party after the same is offered by the successful bidder for acceptance. For the tests to be carried out, test procedure, test equipment and tools, and expected test results are to be provided by the successful bidder to meet all the specified parameters/ service requirements. The Test procedures /Test results shall be approved by TCIL/ any appointed third party. Acceptance will be given


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subject to satisfactory performance failing which the order shall stand automatically cancelled.

4.8 CONTRACT PERIOD

The Contract shall be awarded for a period of Two (2) years, which may be extended depending on the performance of the successful bidder and requirement of MMA. However, if the performance of the Call Center Operator is not found to be satisfactory by TCIL/MMA, the same may beterminated by giving termination notice of one month to the Call Center Operator.

The Call Center Operator shall provide all services specified in Technical Specifications and in the bid in accordance with the highest standards of professional competence and integrity. TCIL reserves the right to require the replacement of any Call Center staff assigned to work on the site by suitable qualified staff, in the event that the staff concerned is determined to be incompetent or loses the confidence of TCIL.

4.9 BOOKS & RECORD

Call Center Operator shall maintain adequate books and records/reports in connection with Contract and shall make them available for inspection and audit by TCIL/ Ministry of Minority Affairs/ any appointed third party until expiry of the performance guarantee.

Call Center Operator shall maintain duty roaster and daily attendance record of the Call Centre Agents in the MMACall Center. Supplier shall also maintain a downtime logbook to record downtime of each equipment/ facility in the Call Centre like telephone instruments, IVRS equipment, EPABX, Computers, Server, Air conditioner, UPS, Generator, Headphone sets, incoming/outgoing telephone connections etc. The format of the registers/ logbooks would be finalized in consultation with TCIL. If upon inspection of the Call Centre by TCIL or Ministry of Minority Affairs or their authorised representative any equipment/ facility is found to be faulty or non-operational and no corresponding entry is found in the logbook specifying the date & time, the same equipment/facility would be considered to be faulty or non-operational since the first day of that month and Penalty would be imposed for the deficiency of service starting the first day of the month accordingly.

Call Center Operator shall send certified copies of the duty roaster, attendance record and downtime logbook for each month for the MMA Call Center to TCIL at the end of the month.

4.10 PERFORMANCE BANK GUARANTEE (PBG)


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The bidder is required to submit PBG for an amount equivalent to 10% of the P.O. value valid up to 90 days beyond expiry date of the Contract Period.



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SECTION – 5

PROJECT DESCRIPTION AND SCOPE OF WORK

5.1 Project Description

TCIL has been appointed by Ministry of Minority Affairs, Government of India, as their Turnkey Consultants to setup and operate the Call Center for Ministry of Minority Affairs which will collect Feedback from Minority beneficiaries of India under the schemes of ‘Seekho and Kamao (Learn and Earn)’. Other scheme/ programmes viz., Free Coaching and Allied Scheme, etc. of the Ministry may be added subsequently depending upon requirements. TCIL invites bids from eligible Call Centre operators to offer their services for Setting up and Operations of a Call Center in Delhi/ National Capital Region (NCR) for Ministry of Minority Affairs, Government of India. It is intended to hire the infrastructure including Call Center Agents on lease basis from the existing call centers.

It is proposed to have a centralized Call Centre which will serve each state/ union territory (UT) of India in regional languages. In the beginning, the Call Center shall operate in two eight hour day shifts, i.e., from 07:00 Hr to 15:00 Hr and 13:00 Hr to 21:00 Hr with 10 seats each on all 365 days a year except national holidays. Shifts and seats in each shift may vary as per requirement.

Ministry of Minority Affairs/TCIL would have the right to vary quantities i.e., no. of seats/ shifts in the Call Center, at the time of award of the contract and/or subsequently at any time during the contract period. Ministry of Minority Affairs is having a Database of Minorities who has obtained training from Ministry under ‘Seekho and Kamao’. The Call Center Agents (CCAs) from Call Center according to their language proficiency will call the minority beneficiaries from the database, and obtain feedback on the training programmes. Details of caller and feedback obtained will be entered by the CCA in existing application module of Ministry of Minority Affairs, which will be accessible to CCAs on cloud.

5.2 Call Handling Procedure

a) CCAs from Call Center will access the Minority Database provided by Ministry of Minority Affairs and will call the minority Beneficiaries to obtain Feedback through a national toll free number. Ministry of Minority Affairs would arrange and bear the charges of the Toll Free Number and other telephone/Internet charges of the Call Center.


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b) Call Center Agents shall handle the calls in scheduled Indian regional languages or in Hindi or in English as the case may be. Although, there will be no provision of dedicated desks for each language, the Call Center Service Provider would have to deploy agents with fluency in one or more regional languages in addition to proficiency in English and Hindi languages. There has to be sufficient no. of agents with fluency in one or more regional languages, however, the no. of agents with proficiency in a particular regional language will have to be determined based on size and population of the state/UT and the call traffic volume in that language.

c) After making an outgoing call, the agent shall welcome the caller and inform the caller that he or she is calling on behalf of Ministry of Minority Affairs and ask the caller whether he/she would prefer to talk in Hindi, English, or area specific regional language. In case the caller desires to talk in a regional language which the agent cannot handle, he/she will transfer the call to an agent with proficiency in the regional language. There will be provision to display a button/drop-down list for each regional language on the screen, and the call will be transferred to a queue of agents who speak the desired regional language by selecting the relevant language button on the screen.

d) In case the agent with proficiency in desired language is not available in the

current shift then a call back will be arranged in the next shift. The system shall register the request for call back and the relevant agent must be informed accordingly in his shift.

e) In case a called Minority Beneficiary was not able to pick the call made by

CCA and chose to call back on the Call Center Number/ Called number, then the call should be disconnected instantly and the number should be displayed on the CCAs desktop. CCA shall immediately call on the displayed number and obtain feedback from the caller.

f) The Call Center Agent would have minimum qualification of graduation in any discipline with excellent communication skills in English, Hindi, and one or more Regional Languages. In addition, the agent would also have good knowledge of computers so that he/she is able to record the Feedback and other necessary details with clarity. The Agents shall be trained in soft skills required for the job.

g) Male: Female ratio of CCAs in the Call Center shall be 60:40, Female CCAs

shall preferably call Female Minority Beneficiaries. h) The Call Center Agent would be trained to have basic understanding about the

Ministry of Minority Affairs schemes of the Government and other implementing institutions. The Agent should collect feedback from the Beneficiaries on the training programmes and should be able to record the


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same. For this purpose, Ministry would arrange periodic subject matter training of the Call Center Agents.

i) The Call Center Agents would record the feedback received in a suitable format developed by Ministry and will close the call. The information would be stored in the database and would be used for the purpose of analysis by Ministry of Minority Affairs at regular intervals. In case the called beneficiary needs any specific information regarding Ministry or wants to communicate with Ministry official then CCAs will provide details of Nodal Officer of Ministry to the caller.

j) Ministry of Minority Affairs shall provide list of Minority Beneficiaries obtaining Training under ‘Seekho and Kamao’ schemes.

k) The Call Center shall engage at least two supervisors who would be fully

conversant with all aspects of the Call Center processes and subject matter. These supervisors must attend all subject matter training arranged by Ministry of Minority. They should also be able to impart the basic subject matter training to new Call Center Agents who have not yet attended subject matter training by the Ministry.

l) The subject matter trainings by Ministry and various other organizations would be conducted in the premises of the Call Center in order to minimize disruption of normal services of the Call Center during the training period. The Call Center should have proper training room facility to accommodate minimum 20 persons where the trainings can be conducted.

5.3 Call Center Set-up

The broad technical infrastructure of the Call Center shall be as follows: PROPOSED NETWORK DIAGRAM

PUBLIC SWITCHED

TELEPHONE NETWORK

INTERNET

EPABXACD

VOICE LINES

LAN NETWORK

ANTIVIRUS SERVER

LAN SWITCH

PROXY WITH FIREWAL

CRM SERVERFIREWALIVR

SERVERCTI SERVER

CALL CENTER AGENTS

PRI LINKS FOR

INBOUND CALLS

INTERNET LINK

DOMAIN CONTROLLER

PRI LINKS FOR

OUT BOUND CALLS

ROUTER

CALL CENTER AGENTS


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5.4 Providing Call Center Infrastructure

TCIL/Ministry of Minority Affairs intends to hire existing Call Center operators who can facilitate the following:

b) Provide requisite infrastructure to handle the calls as per the requirement detailed above. Some of the facilities/ equipment which must be provided in the Call Center are as follows:

1. Desktop PCs of latest configurations for each seat 2. At least one Server 3. Local Area Network 4. Appropriate no. of incoming and outgoing telephone lines 5. Internet facility on all PCs 6. Required no. of telephone instruments 7. Head phones for each agent 8. IVRS 9. EPABX/ACD 10. CTI Server 11. Centralised Air-conditioning 12. At least two nos. of UPS (Uninterrupted Power Supply) running in hot

standby mode each with enough capacity to handle entire load of the Call Center

13. 100 percent Power Backup

The infrastructure requirements for the Call Center are as follows:

1. The Call Center Agent shall make outgoing calls from the public telephone lines through state of the art Switch/EPABX.

2. The Call Center network must have multi level security mechanism to protect it from attackers, worms, viruses, spamming etc.

3. The Call Center network shall have Firewall installed to protect unwanted intrusion into the network.

4. The Call Center network shall have Antivirus solution from reputed vendors like Trend micro, Norton, MacAfee etc.

5. The Call Center shall have at least two numbers of UPS running in hot standby mode each with enough capacity to handle entire load of the Call Center.

6. The Call Center shall have provision for full generator backup to run the Call Center in case of failure of power supply.


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7. The Call Center shall have enough capacity to terminate sufficient numbers of the incoming lines with a facility to terminate additional lines in future.

8. The Call Center shall have spare capacity to house sufficient no. of additional seats for Ministry.

9. The Call Center shall have capability to logically partition the switching system to avoid interference with other set of users.

10. Call Center Agents will be able to make calls, answer in the chosen language and complete the transactions using application software.

11. Agents will be able to make outbound calls as per the process logic provided by Ministry

12. The workstation for each agent would meet minimum requirement of 30”x18” table size with partition. The agent seats would be placed at sufficient distance so that conversations are not overheard.

13. Each workstation shall be latest state-of-the-art PC with Colour TFT Monitor, Mouse, Key board etc.

14. The Call Center desks should be connected to a minimum 100 MBPS LAN (Local Area Network) connection.

15. The Call Center should have a CTI Server so that caller telephone number may be automatically captured and displayed on the screen of CCA Desktop before the call is disconnected.

16. Each Call Center Agent shall have high-speed Internet connectivity on his/her desktop. The desktop configuration or LAN should not be a bottleneck for the sped of Internet access.

17. Each workstation would have good quality headsets and telephone instruments from reputed brand with advanced features like background noise cancellation.

18. The Call Center should have inhouse class room/ conference room facility to accommodate minimum 20 persons where training of the Call Center Agents shall be conducted by Ministry of minority Affairs.

19. It should have Voice Logging facility for recording and playing back agents conversations so that it can be used to monitor agent performance on random basis and to provide proof of transaction records.

Ministry of Minority Affairs/ TCIL shall have the right to physically verify the infrastructure of the Call Center operator, both during the pre-bid stage and during the post-award operation stage.

c) Provide requisite number of CCAs for the Ministry of Minority Affairs Call Centre located in Delhi/ NCR Region. The CCAs shall be smart young Graduates in any discipline. The CCAs shall have excellent knowledge of both English, Hindi & Regional languages, and excellent communication skills so that the Agent is able to communicate and understand the feedback of citizens


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easily and is able to record the Feedback and other necessary details in English. Ministry/TCIL shall have the right to evaluate the CCAs appointed by the Supplier at any stage and can reject them in case they are not found suitable. Under such circumstances, the Supplier shall replace the CCAs within one week. Ministry/TCIL will have right to increase or decrease the number of Call Center seats depending on the response received over a period.

d) Shift timings will be as follows:

Morning Shift: 7.00 AM to 3.00 PM Evening Shift: 1.00 PM to 9.00 PM

e) Provide facilities to put the call centre on IVRS during non-working hours.

f) Ministry of Minority Affairs shall subscribe to national Toll Free Number, incoming and outgoing telephone connections and Internet/ Email services required for the Call Center. Ministry of Minority Affairs shall also pay for the toll free number charges, telephone charges, Internet charges.

5.5 Functional Requirements A list of Functional Requirements for the Call Center is given below. The Supplier must submit its compliance to these requirements in the bid offer. These requirements shall be seen in respect of the Project Description and Scope of work defined in section 6.0.

1. The Ministry of Minority Affairs Call Center will be located in Delhi or the National Capital Region.

2. Initially there will be 10 seats in the morning and evening shift in the Call Center as defined in Annexure- I.

3. There would be a distinctly separate unit/ enclosure for the Call Center when it is located in the general call centre of the Supplier.

4. The Call Center Agents with minimum graduation qualification in any discipline and excellent communication skills in English, Hindi & Regional languages shall attend the calls. The CCA should have the ability to understand new ideas and should be able to record feedback properly.

5. Supplier shall recruit sufficient no. of CCAs in the Call Centre keeping provision of weekly off days and leaves of the CCAs.

6. Supplier must ensure Male: Female ratio of CCAs as 60:40 7. Supplier would be responsible for settling day-to-day issues related to

breakdowns, disconnections etc. with the telephone companies. Ministry would subscribe the telephone/internet connections and make payment to the telecom service provider for regular telephone/ Internet bills.

8. Supplier shall have the mechanism in place to ensure that no unauthorized calls are made from the outgoing lines of the Call Center and the telephone


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charges of Call Center would be reasonably commensurate with the no. of calls recorded in the MIS. Call charges for any unauthorized calls which cannot be justified satisfactorily by the supplier would be recovered by TCIL/ Ministry from the supplier.

9. The Call Center should have a CTI Server so that caller telephone number may be automatically captured and displayed on the screen of CCA Desktop before the call is disconnected.

10. The Call Center shall have the capacity to accommodate 10 seats with an expansion capacity of 100% in the existing Call Center location.

11. Ministry/TCIL shall have the right to vary quantities, i.e., the number of shifts in the Call Center at the time of award of the contract and/or subsequently at any time during the contract period.

12. The Call Center shall have capability to logically partition the switching system to avoid interference with other set of users.

13. It shall have IVRS facility. 14. It shall be possible to customize the IVRS prompt as per the requirement of

Ministry/ TCIL. 15. It shall have Automatic Call Distribution feature based on Skill, Idleness, and

utilization of each operator. 16. It shall be responsibility of the successful bidder to co-ordinate with the

Telecom Service Provider (s) of the toll free numbers to ensure toll free call routing in their switches/ exchanges.

17. Supplier shall send certified copies of the duty roaster, attendance record and downtime logbook for each month for the Call Center to TCIL/MMA at the end of the month.

18. Senior level officials of the Call Center operator shall be required to attend status review meetings to be held in Ministry of Minority Affairs/ TCIL at regular intervals. The frequency of such meetings shall be decided later.



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SECTION-6

BID SUBMISSION FORM

Offer No.: ____________________________________ Date: _____________ To

Group General Manager (ITC) Telecommunications Consultants India Limited TCIL Bhawan, Greater Kailash-I, New Delhi-110 048 (INDIA). Dear Sir,

In response to your Tender No.dated forSetting up of Call Center for Ministry of Minority Affairs, we hereby submit our offer herewith. 1. Bidder Name : ____________________________________ 2. Website Address : ____________________________________ 3. Email Address : ____________________________________ 4. Address for Communication : ____________________________________ ____________________________________ ____________________________________ 5. Telephone Number : ____________________________________

6. Fax/Telefax Number : ____________________________________ 7. Authorised Person - Name : ____________________________________ Designation : ____________________________________ Mobile No. : ____________________________________ Email ID : ____________________________________ 8. Alternate Person - Name : ____________________________________ Designation : ____________________________________ Mobile No. : ____________________________________ Email ID : ____________________________________ 9. PAN Number : ____________________________________ 10. TIN Number : ____________________________________ State : ____________________________________ 11. Service Tax Regn. No. : ____________________________________ 12. ECC Number : ____________________________________


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13. Beneficiary’s complete Bank Details in case payment through LC is approved.

Bank Account No. : ____________________________________ IFSC / NEFT Code : ____________________________________ Name of the Bank : ____________________________________ Address of the Branch : ____________________________________ 14. Particulars of Tender Fee

Amount : Rs. _________________________________ DD No. : ____________________________________ Date : ____________________________________ Name of the Bank : ____________________________________ Address of the Bank : ____________________________________ 15. Particulars of EMD

Amount : Rs. _________________________________ Mode of Payment (DD/BG) : ____________________________________ DD/BG No. : ____________________________________ Date : ____________________________________ Name of the Bank : ____________________________________ Address of the Bank : ____________________________________ Validity of BG : ____________________________________ 16 Turnover of the Bidder in last 3 years (Please submit copy of Audited Annual Report)

Year Annual Report attached at Page No.

Turnover in Rs. (Lakh)

2014-2015

2013-2014

2012-2013

Average Turnover

17. Details of similar work / order executed during last 5 years (Please submit copy of

completion certificate from the client.

Description of the Work/Order Executed

Value of Work/Order Executed

Name of the Client

Start Date

Finish Date

Doc. Evidence at Page No.


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18. Please mention the place and address where the call center shall be located

_______________________________________________________________________

_______________________________________________________________________ 19. Are you a MSME Unit. If yes, please furnish Registration Details, Name of the DIC / State. _______________________________________________________________________ _______________________________________________________________________ 20. If you are MSME is it owned by SC/ST Entrepreneurs. If Yes, please specify the

Name of the Owner who is SC or ST. _______________________________________________________________________ 21. Following Documents are submitted to substantiate other eligibility criteria. i) _________________________________________________________________ ii) ________________________________________________________________ iii) ________________________________________________________________

DECLARATION

1) We have read and understood the terms & conditions of the above mentioned tender and comply to all Terms & Conditions of your Tender. (In case of any deviation the Bidder must attach a separate sheet clearly mentioning the Clause No. of the Tender and Deviation thereto)

2) We certify that the information mentioned above are true and correct to best of our knowledge.

3) In case of receipt of order we confirm that payment shall be received through e-

Banking / Electronics Transfer. 4) This offer contains ________ No. of pages including all Annexures and Enclosures.


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Place: Signature of Authorized Signatory Date: Name:

Designation: Seal:



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SECTION 7

PRICE SCHEDULE Name of the Bidder: ……………………………………………………

A) Call Center Shift Charges:

(a) Monthly Basic Shift Rate : In Figures: Rs. ………………………………. In Words : Indian Rupees ..............................………………………………

(b) Breakup of applicable Taxes (Please specify details here):

In Figures: Rs. ………………………………. In Words : Indian Rupees ..............................………………………………

(c) Monthly Shift Rate inclusive of Taxes:

In Figures: Rs. ………………………………. In Words : Indian Rupees ..............................………………………………

(d)Grand Total: Total Charges for 20 Shifts for Three(3) years:

[ (d) = (c) x 20 x 3 x 12 ]

In Figures: Rs. ……………………………….

Total Bid Value: In Figures: Rs. ……………………………….

The above rates shall remain valid for a period of three years from the date of award of the contract.

Dated this _______ day of ____________.

Signature ………………….

(in the capacity of) Duly authorised to sign bid for and on behalf of

Note: The Price Schedule is required to be filled up, duly signed by authorized signatory and uploaded on ETS Portal as a part of main financial bid part.



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SECTION – 8

FORMAT OF BID BOND (EMD) Whereas ……………………. (Hereinafter called “the Bidder”) has submitted its bid dated …………… For the supply of …………. Vide Tender No. ……………………….. dated …………… KNOW ALL MEN by these presents that WE ……………………. OF ………………. Having our registered office at ………….. (Hereinafter called “the Bank”) are bound unto Telecommunications Consultants India Limited (hereinafter called “the Purchaser”) in the sum of INR………………… for which payment will and truly to be made of the said Purchaser, the Bank binds itself, its successors and assigns by these present. THE CONDITIONS of the obligation are: 1. If the Bidder withdraws his bid during the period of bid validity specified by the

Bidder on the Bid form or 2. If the Bidder, having been notified of the acceptance of his bid by the Purchaser

during the period of bid validity

(a) Fails or refuses to execute the Contract, if required; or (b) Fails or refuses to furnish the Performance Security, in accordance

with the instructions to Bidders. We undertake to pay to the Purchaser up to the above amount upon receipt of its first written demand, without the purchaser having to substantiate its demand, provided that in its demand, the purchaser will note that the amount claimed by it is due to it owning to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions. This guarantee will remain in force upto and including THIRTY (30) days after the Period of bid validity and any demand in respect thereof should reach the Bank not later than the specified date/dates. Signature of the Bank Authority. Name Signed in Capacity of Name & Signature of witness Full address of Branch Address of witness Tel No. of Branch Fax No. of Branch



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SECTION-9

FORMAT OF PERFORMANCE BANK GUARANTEE (PBG)

M/s Telecommunications Consultants India Ltd., TCIL Bhawan, Greater Kailash-I New Delhi – 110 048 (INDIA)

(With due stamp duty if applicable) OUR LETTER OF GUARANTEE No. : ______________

In consideration of TELECOMMUNICATIONS CONSULTANTS INDIA LIMITED, having its office at TCIL Bhawan, Greater Kailash-I, New Delhi – 110 048 (INDIA) (hereinafter referred to as “TCIL” which expression shall unless repugnant to the content or meaning thereof include all its successors, administrators and executors) and having entered into an agreement dated ___________/issued Purchase Order No. ___________________________________ dated _______ with/on M/s _________________________________________________ (hereinafter referred to as “The Supplier” which expression unless repugnant to the content or meaning thereof, shall include all the successors, administrators, and executors). WHEREAS the Supplier having unequivocably accepted to supply the materials as per terms and conditions given in the Agreement dated ________ /Purchase Order No. __________________________ dated ___________ and TCIL having agreed that the Supplier shall furnish to TCIL a Performance Guarantee for the faithful performance of the entire contract, to the extent of 10% (ten percent) of the value of the Purchase Order i.e. for _______________________. We, __________________________________________ (“The Bank”) which shall include OUR successors, administrators and executors herewith establish an irrevocable Letter of Guarantee No. ____________ in your favour for account of __________________________ (The Supplier) in cover of performance guarantee in accordance with the terms and conditions of the Agreement/Purchase Order. Hereby, we undertake to pay upto but not exceeding ___________ (say ____________________________ only) upon receipt by us of your first written demand accompanied by your declaration stating that the amount claimed is due by reason of the Supplier having failed to perform the Agreement and despite any contestation on the part of above named supplier. This Letter of Guarantee will expire on ___________ including 30 days of claim period and any claims made hereunder must be received by us on or before expiry date after which date this Letter of Guarantee will become of no effect whatsoever whether returned to us or not. _________________


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Authorized Signature Manager Seal of Bank



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SECTION-10 Annexure I – Recommended Minimum Number of Call Center Agents for each

language daily S No State Language Shift 1 (7 am TO 2

pm)/Shift2 (2 am TO 9 pm)

1 Andhra Pradesh Telugu 1 2 Arunachal Pradesh Adi 1 3 Gujarat, Daman & Diu Gujarati

1 4 Dadar Nagar Haveli

6 Jammu Region Kashmiri or Dogri

1

7 Kashmir valley 8 Ladakh Region 9 Karnataka Kannada 1

10 Kerala Malayalam

1 11 Lakshdweep

12 Maharashtra Marathi

1 13 Goa

14 Assam Assamese 1 15 Manipur Manipuri 1 16 Nagaland Nagamese 1 17 Meghalaya Khasi 1 18 Mizoram Mizo 1 19 Orissa Oriya 1 20 Punjab Punjabi 1 21 Sikkim Sikkimese 1 22 Tamil Nadu Tamil 1 23 Tripura Bengali 2

24 West Bengal 25 Andaman & Nicobar 26 Bihar

2

27 Chattisgarh 28 Delhi 29 Himachal Pradesh 30 Jharkhand 31 Madhya Pradesh 32 Rajasthan 33 Uttar Pradesh 34 Uttaranchal 35 Haryana

Note: All CCAs should have proficiency in Hindi & English in addition to other local languages.