ELECTION COMMISSION OF INDIANirvachan Sadan, Ashoka Road, New Delhi- 110 001

No.48s/Comp/Call Centre/2013 Dated: 05.12.2013

NOTICE INVITING TENDER

Election Commission of lndia is planning to have a common call center facility to serve citizens cflndia, for providing services related to issuance and management of voter cards, election related queries andeiection processes. The call center is expected to work on outsourcing model to be set up by and atVendors premises, with backup data link / information link from Election Commission of lndia ( Ashok Road,New Delhi ) and Chief Electoral Officer's offices at state capital. Similar type of call center may alsr: beexrsting at Chief Electoral Officer's office in some states in lndia

Vendors ("Bidders") are required to submit their proposals in strict adherence with the following:

I Operationalization of call center for Election Commission of lndia and Chief Electoral Officer's ofstates fully on outsourced basis. This call center should offer services in the following categories.

a) Providing lnformation to callers / citizensb) Satisfying their Enquiriesc) Accepting their Requestsd) E-Data Collectione) Keeping the follow up0 Maintaining call logs.

ll. Providing required connectivity between call center location & Election Commission of lndia atNirvachan Sadan Ashoke Road, New Delhi.

Ill. Integration of Call center System with Election Commission of lndia's backend application: ElectionCommission of lndia and Chief Electoral Officer's offices have developed appropriate softwareapplications and currently are running. Times to time additional software application modules arebeing added to facilitate the process for its effectiveness, accuracy and speed. Many applicationsare accessible through Election Commission of lndia websites. Few applications are accessible toElection Commission of lndia and Chief Electoral Officer officials only.

(i) Public Grievance Re-dressal System(ii) Online Form submission for lnclusion, Deletion, Modification and Transposition of voters(iii) Election Officials contact detaits - Email/ Mobite No etc"(iv) Feedback from citizens(v) Electoral Roll of States / UTs in PDF format(vi) Search Engine to access useful information(vii) List of Claims and Objections(viii) Access to Right to information Act and other related documents(ix) Access to documents related to Election laws and guidelines(x) lnformation Linked to Polling Stations - Google Map based(xi) Affidavits of Candidates, Past Election related Data(xii) AppStore to downloads Mobile Applications(xiii) Access to SVEEP and lttDEM retated activities(xiv) Access to States / UT's website(xv) Access related to NationalVoters Day related documents

( AJOY KUMAR )UNDER SECRETARY

For details http,;1/eci.nic"in/eci mainl /tender.aspx may be visited

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RFP for Call Center on Outsourced ModelTender #: 485/Comp/Call Centre/2013

Request for ProposalFor CALL CENTER ONOUTSOURCED MODEL

Election Commission of IndiaNIRVACHAN SADAN,ASHOKA ROAD,NEW DELHI – 110001.

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1 INTRODUCTION

A Constitutional Body

India is a Socialist, Secular, Democratic Republic and the largest democracy in the world.The modern Indian nation state came into existence on 15th of August 1947. Since thenfree and fair elections have been held at regular intervals as per the principles enshrinedin the Constitution, Electoral Laws and System.

The Constitution of India has vested in the Election Commission of India thesuperintendence, direction and control of the entire process for conduct of elections toParliament and Legislature of every State and to the offices of President and Vice-President of India.

Election Commission of India is a permanent Constitutional Body. The ElectionCommission was established in accordance with the Constitution on 25th January 1950.The Commission celebrated its Golden Jubilee in 2001. For details, please click here

The Commission transacts its business by holding regular meetings and also bycirculation of papers. All Election Commissioners have equal say in the decision makingof the Commission. The Commission, from time to time, delegates some of its executivefunctions to its officers in its Secretariat.

The Commission announces a tender detailed in this document.

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Bid Collection & Submission –

Tender Reference Number 485/Comp/CallCenter/2013Earnest Money Deposit Rs. 25000/-Queries, if any, to be mailed to vnshukla@eci.gov.in / ajoykumar@eci.gov.in

Pre-Bid meeting with Bidders

10.12.2013 at 2:30 PM in Room No. 601,Election Commission of India,Nirvachal Sadan, Ashoka Road,New Delhi – 110001.

Last Date and Time for receipts of tender offers 01.01.2014Time & Date of Opening of technical bids 02.01.2014 at 3:00 PM

Address for Communication

Under SecretaryElection Commission of India,Nirvachal Sadan, Ashoka Road,New Delhi – 110001.

Place of Submission / Opening tender offers Election Commission of India – R&I SectionContact Telephone Numbers 011-23052067 / 23052031

1.1 PROJECT OBJECTIVEECI is planning to have a common call center facility to serve citizens of India, forproviding services related to issuance and management of voter cards, election relatedqueries and election processes. The call center is expected to work on outsourcing modelto be set up by and at Vendors premises, with backup data link / information link fromECI ( Ashok Road, New Delhi ) and CEO’s offices at state capital.

1.2 PROJECT SCOPEVendors (“Bidders”) are required to submit their proposals in strict adherence with thefollowing:

1.2.1 Operationalization of call center for ECI and CEOs of states fully onoutsourced basis. This call center should offer services in the followingcategories:

a) Providing Information to callers / citizensb) Satisfying their enquiriesc) Accepting their requests and forwarding to appropriate officialsd) E-Data Collectione) Keeping the follow upf) Maintaining call logs.

1.2.2 Providing required connectivity between call center location & ECI atNirvachan Sadan, Ashoka Road, New Delhi.

1.2.3 Integration of Call center System with ECI’s backend applications:ECI and CEO’s offices have developed appropriate softwareapplications and currently are running. Times to time additionalsoftware application modules are being added to facilitate the processfor its effectiveness, accuracy and speed. Many applications areaccessible through ECI websites. Few applications are accessible toECI and CEO officials only. The list of some software applications inuse is as below.

1.2.3.11f1? l*li:T::#"ff #r,t:'j^lJ:Tl"'t'ion'Deletion'Modilicati.nand

?.i::,T?.'[',Hi,1J::H"' deta*s -Ema, / MobileNo etc

l;eedback from Citizens

ii".,"*, illl of Staies / Urs ll PPF t"-1Y'

Search Engine to access useful informatton

k*:::"m"x:":.1ffi i*.','^':^lawsandg,idelines

Information r-irrrttaio;;iilg Stations - Google Map baserl

Arfidavits "r.*aji",; P# Election reY:u'u*

Aoostore to downloads Mobile Applicattons

Access to SVEEP t'"J f LfpENl related activitics

;;; io s,ut"t / UT's website

Access related to'i*i"'"iVot"rs Day related documents

Irordetailshttp://eci'nic'in/eci-main1/tender'aspxmaybevisited'

2 ELIGII}ILTTY CRITERIA

.I.hccallcentervendormrS|'latisfvtheeligibilitycriteriaasgiven..below:(the

docnmentary proof for eligibilid;t .t.a.",i.r l1ttd' to be submitted)'

2.1 .'he vendor, their Indian operations, should lur.^u

minimum ttt*9.-t: otRs' l'5

crrores p.,. ;n;; for the prrt 2"i;;;.i"i v.*.1 : zoii - ior2 and 201 2 - 2013

Z.2.lhev.nO* ,tould have b."" i;1;rf*l' "iCuiiCtnt"r for at least the past 5

ycars' r ^L^"1'1 hqrre an established setul

2 i rhe ve,dor should have "i*':::1t}::"i#tT*J:o'i*i1"JX[t3'ffffi ilDelhi'AICR' ft't call center services and setup c

NCIR regions'

2.4 The Vendor should have e1p:r*":'" l:^-tmplementing Call center solution

in atleast;;" N;ti""al Level G2C applicatton'

3.1 I1LIGTBILITY EVALUATION

:.i.f General Instruction

3.1.1.1 .,-'. vrnao, ;.J; to compiy with all the eiigibility criteria rnentioned above'

,uo,-,"o,riiiance to any of ,h.:;:;;;iu *oira '"lii'i" "*right rcjection cf t'e

vendot's'proposal' orovide proof for each of the points fbr eligibilit'v

I.l.l.l Thc Vendor is rcquired ' to

evatuation. Technical b.id not J:"#;"Jil'tv ttr"l''"iproof documents fronr tl're

3 i 1 3 t1iilJ't"li,fr*:i"='{-qj*i"J'i..l1TT#':r:'se orthis RFI'}rvill be their or'vn

ri s k and' o't' rh' n'ct' "J"l*ffi ' *;4 ;'

" i: il:; tT

":"-'^lt

I'iffi lll'*''.- n,

3.1 .1 .4 .the ECI'r"#r"1, in" right to disoualify the venr

3 1 1 5 n;

Xff ::ifr.':iin';;q"H,ffi :1$:?tl"':'#','iffi , n. o n e arrv b o *,ci, cr u r v

Page numbered and labeleo'

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3.1.1.6 Vendor should provide details of organization along with all the key contactsincluding their work phone, Mobile phone, work address and e-mail details andaudited annual statement of accounts for relevant financial years i.e.2010 – 2011 and 2012 – 2013 in support of the turnover and profit from products /services, Number of years in this business and relevant business lines,Specific certifications like ISO, SEI CMM, SAS 70, BS 7799, COPC etc.

3.1.1.7 Vendor should provide Call Center services implementation with ImplementationDetails, Time-frame, Man power availability, 24x7x365 operating capability andany other information considered relevant Credentials, if any.

3.1.1.8 The Vendor is expected to provide Call Centre agents who have expertise inCall Centre operations and should have basic operational knowledge. The Serviceprovider should have a well defined methodology including processes andcontrols for providing call centre services in the domain.

The first stage of evaluation will be validation of the eligibility criteria.Only those vendors who meet the eligibility criteria will be considered forfurther stage of evaluation.

4. SCOPE OF WORK:-4.1 CALL CENTER STRATEGY4.1.1 Customer Access StrategyECI intends on engaging a voice based call center to provide service to citizens of India.This call center should be purely on outsourced model. The Call Center solution shouldbe a single location customer contact solution which will handle In-bound as well as outbound services.

4.1.2 Agent Specification for call handlingInitially, the vendor would need to provide agents as per following requirements of theECI :

Morning Shifts - 8 Agents Evening Shifts - 8 Agents Night Shifts - 8 Agents

ECI may increase/decrease the agents strength after taking a stock of the operation.

4.1.2.1 Agent QualitiesAll the agents should have the following qualities:

1. The agent must have experience in handling and managing in bound and outbound calls

2. Ability to handle and track calls in a timely manner3. Excellent communication skills (verbal – Languages: English, Hindi and

vernacular)4. Experience working within a high pressure and demanding environment

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4.1.2.2 Agent wise Job rolesThe agent strength should be mixed in the following manner to handle the operations inan efficient way: inbound only

General (Agents) – These agents would solve minor enquiry based difficulties /queries of the customersSupervisors (inbound and outbound): These agents will indentify the problem,interact with the backend and monitor the process till it completes its cycle.

4.1.2.3 Quality Service required from the agents:Maintaining customer satisfaction is a critical factor and some of the Metrics that arerequired to measure Customer Satisfaction are as follows:

♦ Number of calls resolved by agents as First Point of Contact(FPOC) Resolution Rate (%)♦ Average call response time (This is the average time taken by callers waiting ina queue to be attended by an agent). Also known as Average Speed ofAnswer ( ASA)♦ Average call handling time,(This is the average amount of time during whichagents work with callers, including actual talk time, hold time and after call work/ wrap up time)♦ Abandoned call rate (%) (This is the percentage of calls abandoned by a callerwhen a caller is in agent queue)♦ Average delay before abandon (This the average time spent by callers in agentqueue before abandoning calls)♦ Repeat call rate (%) (This is the number of calls relating to a previous ticket/.complaint number)♦ Average After call work time / Wrap up time (This is the time taken by an agentto complete talks related to a call after the call has terminated. Ex. Data entry orplacing outbound calls etc)♦ Average hold time (AHT) (This is the average amount of time a caller isconnected with an agent and placed on hold while waiting to be transferred for anescalation or while an agent seeks assistance for the caller’s issue)♦ Average talk time (ATT) (This is the amount of time a caller is connected withan agent and not on hold)♦ Number of complaints escalated to Level 2 and resolution time♦ Number of complaints escalated to Level 3 and resolution time♦ Error rates (re-work and overrides)♦ Customer survey results (call satisfaction levels).

4.2 Call Center ServicesThe call center is supposed to provide the following services to the customers:

i) Information ServicesInformation services will provide customers with information desired by callerderiving it from the links provided by ECI from web site, data bases or anyother such sources.

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ii) Enquiry ServicesEnquiries on Electoral Rolls, Track of various forms submitted by citizens,pertaining to other election process in which citizens are directly or indirectlyconnected.

iii) Request ServicesCustomer may request for help in getting information or for submitting requests.

iv) Grievances & Resolution

Grievances services and resolution of complaints in respect of electoral rollentries, voter card related, polling booth related, officials related. Information soughtbefore and its un-availability related etc. ECI may add additional related or similarservices to this list, upon notice to the Vendor.

The Vendor is expected to draft formal process manuals and call flow to handleall above requests. The ECI will grant the necessary clearance / approval on the callcenter processes. The process drafted if found contrary to the existing policies andprocedures, the vendor will modify or create a new process to ensure the compliance. Thevendor may use tools such as Microsoft Word, Excel, Power Point etc, to create theprocess documents.

4.3 Call Center TechnologyThe vendor is expected to deploy the latest technology in the proposed outsourced

Call Center solution for ECI.

4.3.1 Interactive Voice Response (IVR) Menu System Receive all inbound calls on the telephone number specified by the ECI

And prompts the callers to make their selection(s) Identify customer through CLI and support intelligent call routing Include speech recognition engine in order to support and interpret

multiple languages, especially English Text – to – speech capability must be supported for multiple languages

including English and Hindi Provide an easy to configure system that enables the users to change the

IVR tree with no hard coding Support messages scheduling The IVR solution must be capable to capture usage details of each

customer as the customer traverses through a call. The IVR solutionshould have an interface through which usage details can be shared withother solutions.

The IVR must integrate with the rest of the proposed solution to provideseamless call center performance

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4.3.2 Automatic Call Distribution (ACD) Handle high call volumes efficiently Support multiple groups for all call types Provide the capability of combining data with the Interactive Voice

Response (IVR) menu system that can intelligently rout calls requestingfurther assistance to a smart Automatic Call Distributor (ACD)

Provide highly configurable system for adding/removing users,assigning users to different queues and defining skill sets

Support skill-based routing Allow calls to be transferred within the call center Support the relaying of the information messages (marketing messages)

to voice callers waiting in queues or on hold

4.3.3 Computer Telephone Integration (CTI) Should be able to integrate with hybrid setup of a call center solution It should be interfaced with the Core system and the other third party

applications of the ECI so send/receive data which needs to be populated Ability to generate and service requests On transferring the call to another agent the screen too should be

transferred to that agent’s screen The CTI must be capable of activating the fast dialing feature of the

ACD Call events should be handled from the system such as hold, retrieve

hold, conference , transfer etc. CTI should be integrated with core call center system and update the

IVR4.3.4 Call Center Application

Call center application should have following features: Support Ticket with all related data logging and tracking Enable Managers / Supervisors to monitor the overall performance of

the Call Center agents and interact when needed. Call center application must also interface with related web portals to

retrieve information and perform tasks which are required. The application must integrate with the CTI and should be able to pull

IVR usage details of the customer including all options selected by thecustomer and all details entered by customer from the time the customerreaches an agent.

Agent should be able to log and track each ticket. Information of the escalatedtickets should be made available as and when required by the

4.3.5 Campaign Management Should have the capability of management and execution of effective

outbound calls involving campaigns and calling back to customers. Should have the capability to monitor & report of outbound call

activities

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4.3.6 Performance MonitoringProvide the capability to define key Performance Indicators (KPIs) andmeasure performance against defined KPIs, both online and withscheduled/ad-hoc reports

4.3.7 Recording 100% recording of calls and approximately 20% of agent screen action

recording ( for critical inputs) is to be provided. The recording shouldcontain detailed call information and the solution must provideadvanced searching capabilities

Calls must be stored for 15 days and preserved and should be madeavailable when required. The media for archival (tapes) will be providedby the Vendor.

4.3.8 Language Requirements The call center must initially support both English & Hindi languages.

Other local language support will be required in subsequent phases. Theproposed call center solution must be capable to handle multiple Indianlanguages.

4.3.9 Operating Window The call center will operate on a 24x7 basis during election period and

from 8.00 AM till 8.00 PM during other period.

4.3.10 Security and Privacy Proposed Call center solution should be designed in a way that

guarantees that information is collected directly from the caller andshould only be used for the specific purpose for which it was collected.Privacy of customer information guidelines must be pushed to Callcenter agents to ensure that customers are told how their personal datawill be used

System must maintain log including date, time, terminal number of eachoperation, done by every user/group and should have back up.

There should be a complete and comprehensive security fromunauthorized access and misuse.

System should support the following:a. Forced password changeb. Dual user authenticationc. Display last login/logoutd. Failed login attemptse. Inactivity time outf. No concurrent loging. Block/delete/relocate usersh. Password control (length, composition etc.)

System must comply with IT Security configurable requirementsa. Password criteria restrictionsb. Password not displayed when enteredc. Password Length (Minimum and Maximum)d. Password change interval

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e. Password change warm timef. Password change history (password cannot be repeated)g. Login session timeouth. Disallows concurrent login sessionsi. Allows password resetj. Allows user to change passk. Account inactivity period before account lockoutl. Allows password encryption during transmission

4.4 TECHNICAL INFRASTRUCTURE

The complete call center solution needs to be implemented on outsourced model atvendor’s premises preferably in NCR region. The entire required infrastructure foroperationalization of call center as per the requirements is to be arranged & managed byVendor.

4.4.1 Hardware & PlatformsThe vendor is required to do a complete setup of call center and design,size, procure, deploy and manage the complete call center solution in aweb enabled environment at no cost to ECI.

4.4.2 DatabaseECI currently uses SQL data base with .net frame work in variousapplications in use. CEOs in the States / UTs have their databases as well.These data base access will not be granted for direct access. However asweb services the desired access can be provided.

4.4.3 Disaster RecoveryThe vendor should have proper Business continuity and Disaster RecoveryPlan and process in place.

4.4.4 ScalabilityThe vendor must provide infrastructure that is vertically and horizontallyscalable beyond the initial requirement of agents as specified in thistender.

5. Non Disclosure AgreementThe vendor must agree to and sign a non-disclosure agreement with ElectionCommission of India.

6. PenaltyInability of the proposed solution and setup to deliver the required functionalitywith quality service as expected may result in breach of contract and wouldinvoke the penalty clause. The proposed rate of penalty would be 1 % of the valueof total agent cost payable per month basis of non-compliance to the performancelevels, for that particular month, subject to an upper limit of 10% of value totalagent cost payable in that month. Thereafter, the contract may be cancelled andpenalty towards the damages if any may be recovered.

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7. Exit OptionECI reserves the right to cancel the contract in the event of happening one ormore of the following events:(1) Delays in delivery of service as specified in the scope of the call center project(2) Serious discrepancy in delivery of services or the performance levels agreedupon, which have an impact on the functioning of the call center

8. TerminationECI shall be entitled to terminate the agreement with the vendor at any time bygiving ninety (90) days prior written notice to the Vendor if vendor breaches itsobligations under the RFP or the subsequent agreement and if the breach is notcured within 15 days from the day of notice. The vendor shall have right toterminate only in the event of ECI deciding to discontinue the call centeroperations.

9. TERMS OF REFERENCE9.1 Contract Commitment

ECI intends that the contract shall be for a period of 2 years post go-live of thecall center solution, however, initially the contract will for a period of 6 monthsECI’s decision in this regard will be final.

9.2 Call Center Access Numbers (PSTN lines)The Vendor will subscribe to and provide the telephone lines to the call center.The lines will be accessible across India via multiple telephony networks on asingle toll – free access number.

9.3 Payment TermsThe vendor must accept the payment terms proposed by ECI. The financial bidsubmitted by the vendor must be in conformity with the payment terms proposedby ECI. Any deviation from the proposed payment terms would not be accepted.

Call Center Agent costs:• Payable monthly at the end of the month on the basis of the actual number of

agents deployed.• PSTN line charges on monthly basis.

9.4 PublicityAny publicity by the Vendor in which the name of ECI is to be used should bedone only with the explicit written permission.

9.5 Solicitation of EmployeesBoth the parties agree not to hire, solicit, or accept solicitation (either directly,indirectly, or through a third party) for their employees directly involved in thiscontract during the period of the contract and one year thereafter, except as theparties may agree on a case-by-case basis

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9.6 Information OwnershipAll information processed, stored, or transmitted by Vendor belongs to ECI. Byhaving the responsibility to operate the proposed call center solution, the Vendordoes not acquire implicit access rights to the information or rights to redistributethe information. The Vendor understands that civil, criminal, or administrativepenalties may apply for failure to protect information appropriately. For this thevendor has to enter into a Non-Disclosure agreement that all the information oncustomer data will be protected using appropriate security measures. Any legalissues due to leak or disclosure of information of the customer data will be vendorliability and any cost on the issue will be borne by the vendor.

10. SUBMISSION OF BID10.1 The bids shall be submitted in a single sealed envelope to carry two separately

sealed envelopes for.1) Technical Bid- Containing eligibility, functional, technical and Eligibility bid

along with tender cost & EMD amount2) Commercial Bid shall be submitted in separate sealed sub-envelopes super

scribing “ Commercial bid for Call center project ‘

10.2 EVALUATION METHODOLOGYThe evaluation will be a three-stage process -Phase 1 – Eligibility Evaluation & Technical EvaluationPhase 2 – Commercial Evaluation

10.3 ELIGIBILITY EVALUATION & TECHNICAL EVALUATIONThe evaluation will involve validating the credentials submitted in the format asprescribed. Credentials without valid proof will be invalid and will not beconsidered for eligibility.The ECI reserves the right to accept or reject proof of credentials at its solediscretion without having to give reasons to the vendors thereof.Only those vendors meeting the eligibility criteria will be considered for furtherstages of evaluation.