MSME RFP V1.0€¦ · 3.15 opening of bids by tcil 31 3.16 examination and evaluation of bids 31...
Transcript of MSME RFP V1.0€¦ · 3.15 opening of bids by tcil 31 3.16 examination and evaluation of bids 31...
- Request For Proposal -
- Version 1.0 - (Dated 18th September, 2009)
Setting Up & Operation
of
Udyami Helpline
The Call Center Service
of
Ministry of Micro, Small & Medium Enterprises (MSME)
Government of India
Reference: %%%%%%
September, 2009
Consultants:
Telecommunications Consultants India Limited
TCIL Bhawan, Greater Kailash-I New Delhi- 110 048
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TABLE OF CONTENTS
1.0 DEFINITIONS ............................................................................................................. 4
2.0 PROJECT DESCRIPTION AND SCOPE OF WORK ................................................. 6
2.1 PROJECT DESCRIPTION 6
2.2 CALL HANDLING PROCEDURE 7
2.3 CALL CENTER SET-UP 11
2.4 PROVIDING CALL CENTER INFRASTRUCTURE FOR UDYAMI HELPLINE 12
2.5 FUNCTIONAL REQUIREMENTS 17
2.6 CALL RECORD MANAGEMENT (CRM) APPLICATION SOFTWARE 19
3.0 INSTRUCTION TO BIDDERS (ITB) ......................................................................... 24
3.1 PURCHASE OF RFP DOCUMENT 24
3.2 ELIGIBLE BIDDERS 24
3.3 COST OF BIDDING: 25
3.4 CLARIFICATION ON BIDDING DOCUMENTS 25
3.5 AMENDMENT OF BIDDING DOCUMENTS 26
3.6 LANGUAGE OF BID 26
3.7 DOCUMENTS COMPRISING THE BIDS 26
3.8 SUBMISSION OF BID 27
3.9 BID PRICE 28
3.10 BID SECURITY 28
3.11 PERIOD OF VALIDITY OF BIDS 29
3.12 FORMAT AND SIGNING OF BID 29
3.13 SEALING AND MARKING OF BID 30
3.14 BID DUE DATE 30
3.15 OPENING OF BIDS BY TCIL 31
3.16 EXAMINATION AND EVALUATION OF BIDS 31
3.17 AWARD OF CONTRACT 33
3.18 TCIL’S RIGHT TO VARY QUANTITIES 34
3.19 TCIL ’S RIGHT TO REJECT ANY OR ALL BIDS 34
3.20 NOTIFICATION OF SUCCESSFUL BIDDER AND ACCEPTANCE BY SUCCESSFUL BIDDER 34
4.0 GENERAL CONDITIONS FOR BIDDING ................................................................ 35
4.1 GOVERNING LANGUAGE 35
4.2 APPLICABLE LAW 35
4.3 CHANGE IN LAW 35
4.4 USE OF BID DOCUMENTS AND INFORMATION 35
4.5 WARRANTY FOR CRM APPLICATION SOFTWARE 35
4.6 POST WARRANTY ANNUAL MAINTENANCE CONTRACT FOR CRM APPLICATION
SOFTWARE 36
4.7 PERFORMANCE SECURITY 37
4.8 PAYMENT TERMS 37
4.9 TIME SCHEDULE 37
4.10 TAXES & DUTIES 38
4.11 LIQUIDATED DAMAGES 38
4.12 PENALTY 38
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4.13 REDUCTION OF CHARGES UPON INCREASE IN NUMBER OF SEATS IN UDYAMI HELPLINE
CALL CENTRE 39
4.14 ACCEPTANCE OF THE UDYAMI HELPLINE CALL CENTER SETUP 39
4.15 CONTRACT PERIOD 39
4.16 IMPLEMENTATION SERVICES 39
4.17 BOOKS & RECORDS 40
4.18 NOTICE 40
4.19 FORCE MAJEURE 40
4.20 INDEMNIFICATION 41
4.21 DEFAULT AND TERMINATION 42
4.22 TERMINATION FOR INSOLVENCY 43
4.23 RESOLUTION OF DISPUTES 43
5.0 FORMS AND SCHEDULES ..................................................................................... 45
5.1 BID LETTER FORM 45
5.2 BID SECURITY FORM 46
5.3 BID PRICE SCHEDULE 47
5.4 FORMAT FOR PERFORMANCE BANK GUARANTEE 50
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1.0 Definitions In this document, the following terms shall have respective meanings as indicated:
1. “Udyami Helpline” shall mean the proposed Call Center service of Ministry of MSME,
Government of India.
2. “MSME” shall mean Ministry of Micro, Small and Medium Enterprises, Govt. of India. The
term MSME includes successors and assigns of MSME.
3. “TCIL” shall mean Telecommunications Consultants India Limited, New Delhi. The term
TCIL includes successors and assigns of TCIL.
4. “RFP” shall mean Request for Proposal, Tender Document or Bidding Document
including the written clarifications issued by TCIL/MSME in respect of the RFP.
5. “Authorized Representative/Agency” shall mean any person/agency authorized by
TCIL/MSME.
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.
7. “CCA” shall mean Call Centre Agent in the Udyami Helpline Call Center.
8. “Shift” shall mean an eight-hour shift by one CCA.
9. “Stakeholder Institution” shall mean an institution involved in providing various facilitation
services for the MSMEs.
10. “Shift Factor” shall mean the percentage of additional CCAs required for provisioning of
weekly off days and leaves of the CCAs as the Udyami Helpline Call Center will operate
on 16x7 basis 365 days of the year.
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
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.
13. “Party” shall mean TCIL/MSME or Bidder individually and “Parties” shall mean
TCIL/MSME and Bidder collectively.
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14. “Services” means requirements defined in this Request for Proposal including all
additional services associated thereto to be delivered by the Supplier.
15. “Installation” means the supplier’s written notification that the system required for delivery
of the desired “Services” have been installed by the Supplier in accordance with
requirements and the project plan, and is ready for the acceptance testing.
16. “Final Acceptance” means the MSME/TCIL’s written certification that the Services being
delivered during the Probation has been verified as satisfactory in accordance with the
defined Specifications.
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.
18. “Intellectual Property Right”, also called “IPR”, means any and all copyrights, moral
rights, trademarks, patent, and other intellectual proprieties.
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.
20. "Third Party Agency" shall mean any agency appointed by TCIL/ MSME for monitoring
the “Systems” during commissioning and operation.
21. “Registration under OSP category” shall mean registration of the organisation with
Department of Telecom, Government of India, under category of Other Suppliers
for domestic call center services.
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2.0 Project Description and Scope of Work 2.1 Project Description
TCIL has been appointed by Ministry of MSME, Government of India, (also called
“MSME”) as their Turnkey Consultant to launch and operate the Udyami Helpline call
center service which will provide information relevant to Micro, Small & Medium
Enterprises to the entrepreneurs in India.
TCIL invites bids from eligible Call Centre operators to offer their services for
operation of the Udyami Helpline Call Center in Delhi/ National Capital Region (NCR).
It is not intended to set up the infrastructure for these call centers but to hire the
infrastructure including Call Center Agents on lease basis from the existing call
centers.
It is proposed to have a centralized national Call Centre for Udyami Helpline which
will serve each state/ union territory (UT) of India in two languages, i.e., English and
Hindi initially and other regional languages subsequently.
In the beginning, the Udyami Helpline shall have 10 seats (5 handling calls in
English language and 5 in Hindi language), and shall operate in two eight hour
shifts, i.e., from 06:00 AM to 14:00 PM and 14:00 PM to 22:00 PM all 365 days a
year.
Depending on the success of the Udyami Helpline service, starting 10 more
seats shall be added and services in some of the regional languages shall be
started in the Financial Year 2010-2011. 10 additional seats are also planned in
the Financial Year 2011-2012 with the introduction of the Udyami Helpline
service in some more regional languages.
MSME/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.
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The Udyami Helpline will be accessible by the Entrepreneurs on a toll free Telephone
Number. In the beginning, the caller can choose one of the languages English or
Hindi through an IVRS prompt, Udyami Helpline will have facilities to answer the
queries of entrepreneurs in English and Hindi. Subsequently other regional languages
may be introduced.
During normal office timings, call center agents (CCAs) will act as a first level of
support and it is envisaged that majority of queries will be replied by these first level
operators or CCAs. In case, these CCAs are unable to answer the queries, the caller
will be advised to contact the relevant institution by providing the required contact
details. In case, the caller has a complaint or grievance, the same will be escalated to
the relevant institution for redressal through a medium agreed with the institution,
which in most cases will be Email or a Conference Call to the relevant official of that
institution. After receipt of the response from the concerned institution, the same will
be communicated by the CCAs to the caller.
The office hours for the Udyami Helpline would be 6:00 AM to 10:00 PM, in two shifts,
and would operate on all days including Sundays and Holidays. During 10:00 PM to
6:00 AM in the night, appropriate IVRS prompt in both English and Hindi languages
would be played informing the caller about the working hours of the Call Center. The
English script for this message would be provided by MSME/ TCIL.
Various MIS data/ reports generated from the call data recorded by the Udyami
Helpline is required to be provided to TCIL/ MSME on pre-defined regular intervals so
as to optimize the operation of the Call Center.
2.2 Call Handling Procedure
a) The Udyami Helpline would receive the queries of entrepreneurs through a
national toll free number. MSME would subscribe and bear the charges of the Toll
Free Number and the other incoming and outgoing telephone connections in the
Call Center for receiving calls and making outbound calls.
b) The Call Center shall have the facility of handling telephone lines from more than
one telecom operator in future. It should also have the capability of Call Holding
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and Skill-based Call Routing facilities. Ministry of MSME shall also bear the
Internet charges incurred by the Call Center.
c) Initially, Udyami Helpline would provide answers in English and Hindi languages.
The caller can choose from the language options English or Hindi through an
IVRS prompt and would be accordingly connected to an English or Hindi speaking
Agent. Subsequently, other regional languages may be added.
d) The CCAs shall be considered as Level 1 support of Udyami Helpline. The CCA
would be a graduate in any discipline with excellent communication skills in
English/ Hindi so that the Agent is able to communicate and understand the
queries easily. Subsequently, CCAs with excellent communication skills in a
regional language as well as English may also be required for providing service in
the regional language. In addition, the agent would also have good knowledge of
computers so that he/she is able to record the queries and other necessary
details with clarity. The supplier would train the Agent in softskills required for the
job.
e) The Udyami Helpline CCA would be required to have basic understanding about
the MSME schemes of the Government and other implementing institutions. The
Agent should be capable of answering basic queries regarding various MSME
schemes of the Government and other relevant institutions and the banks.
Ministry of MSME would organize necessary subject area orientation/training
programmes covering various MSME schemes of the Government and other
relevant institutions/ banks etc. The Call Center should have proper training room
facility where the trainings can be conducted.
f) The Call Center company would engage at least two supervisors who would be
fully conversant with all aspects of the Udyami Helpline processes and subject
matter. These supervisors must attend all subject matter training arranged by
Ministry of MSME. They should also be able to impart the basic subject matter
training to new CCAs who would have not yet attended subject matter training by
the ministry of MSME.
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g) In cases when the CCA is required to refer a caller to a bank for credit facility, the
lead bank of the district where the caller belongs to shall be referred. The district
wise lead bank list maintained by Reserve Bank of India shall be referred for this
purpose.
h) The Call Center Agents would record the name, address, contact details, queries,
scheme type, reply to the query by the Agent, escalation details etc. in a suitable
format which is approved by MSME. The information would be stored in the
database and would be used for the purpose of preparing MIS reports. The
information would be required for analysis by TCIL/MSME at regular intervals.
i) Ministry of MSME would provide the list of contact details in various stakeholder
institutions, e.g., Banks, Financial Institutions, NSCI, KVIC etc. to provide expert
support to the Agents and for redressal of grievances of the callers. The Udyami
Helpline would store this information in the form a Database for fast retrieval. The
Call Center Agents would communicate with the relevant Organizations/
Institutions/ Banks to escalate queries/ grievances of the callers using the agreed
interface with each such entity.
j) When the CCA is able to provide satisfactory answer to a query, he/she would
record details of the call, the answer given and close the call.
k) In case, the CCA (Level 1 support) is not able to answer the query, then he/she
would EITHER refer the caller to the appropriate institution with their contact
particulars, OR escalate the call to the appropriate institution for resolution of the
query/ grievance of the caller using the method of escalation applicable to that
institution. All complaints/grievances pertaining to a stakeholder institution shall
be escalated to that institution for redressal. The method of escalation in most
cases is sending an Email giving relevant details of the query/grievance and
receiving reply by a return Email or by establishing a conference call with relevant
official of that institution. The Email would be made conspicuous by the contents
of its subject. The subject would also constitute the unique query no. prominently.
The list of stakeholder institutions who will assume the role of level-II support for
the Udyami Helpline and their preferred mode of call escalation shall be provided
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to the Call Center by MSME. The agent would also record the information given
by level-II support in the Database at the Call Center.
l) Since reply to an escalated call from level-II by Email is expected to take 1 to 4
days, such call records would be left open. Once the reply Email is received, the
CCA would open the relevant call record (using the unique query no.), update it
with the reply received from level-II, send an Email to the caller intimating the
reply and close the call. In case the caller does not have an Email Id, the Call
Center will make an outbound call to the caller to intimate him/her about the reply
and close the call. In case the caller cannot be contacted on phone, the call would
still remain open. The caller can at anytime call the Udyami Helpline and enquire
about reply to his/her previous query by mentioning the query no., the Call Center
would close the call after that.
m) The Call Center would print a daily report of the escalated queries which are
pending for reply from level-2 for more than 4 days. Reminder Emails will be sent
to the level-II expert with a copy to its headquarters for each such pending case.
n) The Udyami Helpline CCA would be required to make use of Internet extensively
for various information required for answering a query. The frequently accessed
website links shall be stored as “Favorites” in the web browser of each desktop in
the Udyami Helpline. Some examples of such Internet access requirements are
as follows:
� refer details of an SME scheme of a bank from the bank’s website
� find email address, telephone/fax numbers, address etc. of the SME Cell
of a bank’s headquarter/ circle office/ regional office/ zonal office etc. from
their websites
� find interest rates for SME credits on a bank’s website
� refer details of schemes offered by institutions like NSIC, KVIC, Coir Board
etc. from their websites
� find contact details/addresses of the regional/zonal/district offices of
institutions like NSIC, KVIC, Coir Board etc. from their websites
� find addresses/ contact details of the DICs in the districts
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� find training programmes being conducted by the DICs
� search various other information pertaining to various SME segments,
technologies, raw material, training etc.
o) Ministry of MSME shall make available to the Udyami Helpline any relevant
industry related database available with them.
p) The CCAs would man the Udyami Helpline seats during its working hours i.e.
6:00 AM to 10:00 PM, in two 8-hour shifts, 365 days a year, including Sundays
and Gazetted Holidays. Udyami Helpline would work on 24x7 basis. During the
non-working hours of CCAs, a recorded message shall be played intimating the
caller about the working hours of the Udyami Helpline.
q) Calls will be answered within 3 rings with hold time not more than 5 seconds.
r) The Call Center would provide various MIS Reports for analysis by TCIL/MSME.
s) The Call Detail Database containing the information about the personal details of
the callers, queries raised, answers given, etc. shall be maintained on a web
server. The database can be accessed from anywhere on the web by authorized
users.
t) Various MIS Reports can also be generated from the Call Detail Database by
authorized users from anywhere on the web.
2.3 Call Center Set-up
The broad technical infrastructure of the Udyami Helpline Call Center shall be as follows:
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2.4 Providing Call Center Infrastructure for Udyami Helpline
TCIL/MSME intends to hire existing Call Center operators who can facilitate the
following:
a) Provide requisite infrastructure to handle the calls as per the procedure given in
section 2.2 and schematic diagram shown in 2.3.
Some of the facilities/ equipment which must be provided in the Udyami Helpline
Call Centre are as follows:
1. Desktop PCs 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. Hot Button Programming on all Telephone sets
8. Conferencing Facility on Telephone sets
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9. Head phones for each agent
10. IVRS
11. EPABX/ACD
12. CTI Server
13. Centralised Air-conditioning
14. at least two no.s of UPS (Uninterrupted Power Supply) running in hot
stand by mode each with enough capacity to handle entire load of
the Call Center
15. 100 percent Power Backup
The infrastructure requirements for the Udyami Helpline are as follows:
1. The Call Center shall receive incoming calls from the public telephone
operator through state of the art Switch/EPABX.
2. The Call Center shall have IVRS support.
3. The Call Center network must have multi level security mechanism to
protect it from attackers, worms, viruses, spamming etc.
4. The Call Center network shall have Firewall installed to protect
unwanted intrusion into the network.
5. The Call Center network shall have Antivirus solution from reputed
vendors like Trend micro, Norton, Mcafee etc.
6. There must be adequate provision in the Call Center for maintaining the
required data redundancy and backup of the call record database
application. There should be no loss of data or discontinuity of service
due to hardware/server failure.
7. 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.
8. The Call Center shall have provision for full generator backup to run the
Call Center in case of failure of power supply.
9. The Call Center shall have sufficient numbers of the incoming lines with
a facility to terminate additional lines in future.
10. The Call Center shall have spare capacity to house sufficient no. of
additional seats for MSME.
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11. The Call Center shall have capability to logically partition the switching
system to avoid interference with other set of users.
12. Call Center Agents will be able to take calls, answer in the chosen
language and complete the transactions using a Call Record
Management (CRM) application software. All interactions will be logged
and maintained in the Call Center for later analysis.
13. Agents will be able to make outbound calls as per the process logic
provided by MSME
14. The workstation for each agent would meet minimum requirement of
36”xh” table size with partition. The agent seats would be placed at
sufficient distance so that conversations are not overheard.
15. Each workstation shall be latest state-of-the-art PC with Colour TFT
Monitor, Mouse, Key board etc.
16. The Call Center desks should be connected to a minimum 100 MBPS
LAN (Local Area Network) connection.
17. 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.
18. Each workstation would have good quality headsets and telephone
instruments from reputed brand with advanced features like background
noise cancellation.
19. The Call Center should have inhouse class room/ conference room
facility where training of the Call Center Agents shall be conducted by
Ministry of MSME..
20. 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.
21. It shall have an uptime of 99% during the normal working times.
Miinstry of MSME/ TCIL shall have the right to physically verify the
infrastructure of the Call Center operato, both during the pre-bid stage and
during the post-award operation stage.
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b) Provide requisite number of CCAs for the Udyami Helpline 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 and Hindi languages,
and excellent communication skills so that the Agent is able to communicate and
understand the queries of Entrepreneurs easily and is able to record the queries
and other necessary details in English. In future, with the introduction of regional
languages in Udyami Helpline, CCAs with excellent knowledge of the regional
language as well as English shall be required. The CCA should have the ability to
understand new ideas and concepts. MSME/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. TCIL will have right to increase or decrease the
number of Call Center seats depending on the response received over a period.
c) Provide facilities for establishing communication with various Central/ State
Government Agencies, Banks etc. and maintain a record of these calls, queries,
and answers given.
d) Shift timings will be as follows:
� Morning Shift: 6.00 AM to 2.00 PM � Evening Shift 2.00 PM to 10.00 PM
e) Provide facilities to put the call centre on IVRS during non-working hours.
f) Provide Call Record Management software to record the call details and should
be able to issue a unique query number for each call for future reference. This
database shall be accessible to users, based on role and will help in performing
day-to-day operations of the call center. It will also be used for generating MIS
reports.
g) Provide MIS Reports like pending calls, trends, call utilization, classification wise
problems etc. MIS reports will be finalized in consultation with MSME/ TCIL.
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h) Ministry of MSME shall subscribe to national Toll Free Number, incoming and
outgoing telephone connections and Internet/ Email services required for the
Udyami Helpline. Ministry of MSME shall also pay for the toll free number
charges, telephone charges, Internet and Email charges.
i) Initially, all incoming telephone lines of the Udyami Helpline shall be from a single
operator, i.e., either BSNL or MTNL. However, in future, the Call Center may have
incoming telephone lines from multiple operators. Hence, it is essential that the
incoming telephone lines will be routed through an EPABX system in order to
allow handling telephone lines from more than one telecom operator. The system
will also have the capability of Call Holding and Skill-based Call Routing facilities
at the option of MSME/TCIL.
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2.5 Functional Requirements
A list of Functional Requirements required for the Udyami Helpline 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 2.0.
1. The Udyami Helpline will be located in Delhi or the National Capital Region.
2. Initially there will be 5 seats for English language and 5 seats for Hindi language
in the Udyami Helpline.
3. In future, more seats as well as service in one or more regional languages of
India are likely to be added.
4. There would be a distinctly separate unit/ enclosure for the Udyami Helpline
when it is located in the general call centre of the Supplier.
5. The Call Center Agents with minimum graduation qualification in any discipline
and excellent communication skills in English and Hindi languages shall attend
the calls. In future, CCAs with excellent knowledge of regional language(s) and
English shall also be required. The CCA should have the ability to understand
new ideas and should be able to respond to customer queries properly. CCAs
shall maintain general information in the database in the form of FAQs.
6. Supplier shall recruit sufficient no. of CCAs in the Udyami Helpline Call Centre
keeping provision of weekly off days and leaves of the CCAs.
7. The incoming telephone lines in the Udyami Helpline will be routed through
EPABX system in order to allow handling telephone lines from more than one
telecom operator. The system will also have the capability of Call Holding and
Skill-based Call Routing facilities at the option of MSME/TCIL.
8. Supplier would be responsible for settling day-to-day issues related to
breakdowns, disconnections etc. with the telephone companies. MSME would
subscribe the telephone/internet connections and make payment to the telecom
service provider for regular telephone/ Internet bills.
9. Supplier shall have the mechanism in place to ensure that no unauthorized calls
are made from the outgoing lines of the Udyami Helpline and the telephone
charges of Udyami Helpline would be reasonably commensurate with the no. of
calls recorded in the MIS. Call charges for any unauthorized calls which cannot
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be justified satisfactorily by the supplier would be recovered by TCIL/ MSME
from the supplier.
10. The Call Center shall have the capacity to accommodate 30 seats with an
expansion capacity of 100% in the existing Call Center location.
11. MSME/TCIL shall have the right to vary quantities, i.e., the number of shifts in
the Udyami Helpline 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 with support for more than one languages.
14. It shall be possible to customize the IVRS prompt as per the requirement of
MSME/ TCIL.
15. It shall have Automatic Call Distribution feature based on Skill, Idleness, and
utilization of each operator.
16. In case the operator is unable to answer the queries, the caller will be referred
to the appropriate institution for detailed information. If the call is related to a
complaint/grievance, it will be escalated to the relevant institution by Email or by
telephone. The queries and replies given by the L2 institution will also be logged
into the database.
17. It shall have permanent Internet connectivity to send the MIS reports to TCIL
electronically.
18. 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.
19. It shall have an uptime of 99% during the normal working times.
20. Calls are to be answered within 3 rings with hold time not more than 5 seconds.
21. It shall have feature to generate customized MIS reports as per the requirement
of TCIL/MSME.
22. MIS Reports: The daily, weekly, monthly MIS reports shall include the following
but not limited to: report on calls handled, call pending, average duration of
calls, min. & max duration of calls, number of instances the operator found
busy, calls abandoned due to breakdown, call made / referred to stakeholder
institutions.
23. It shall have the facility to host the web portal containing the MIS and call data
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captured by Udyami Helpline.
24. Supplier shall send certified copies of the duty roaster, attendance record and
downtime logbook for each month for the Udyami Helpline to TCIL/MSME at the
end of the month.
25. Senior level officials of the Call Center operator shall be required to attend
status review meetings to be held in Ministry of MSME/ TCIL at regular
intervals. The frequency of such meetings shall be decided later.
2.6 Call Record Management (CRM) Application Software
The supplier shall develop and maintain the CRM Application Software for Udyami
Helpline. Brief description of the CRM Application is given below.
The CRM application would have two modules –
1) Agent Module
2) MIS Reporting Module
2.6.1 CRM – Agent Module
The CRM-Agent Module would maintain complete call history record of all calls
received in the Udyami Helpline since the first day of its coming into being. The
application would allow agents to capture and display caller information, problem
descriptions, problem categorization, severity classification, prioritisation, and
complete status tracking with open and closed dates and times.
Main features of the CRM-Agent Module application shall be as follows :
a) It would support multiple host connectivity- local as well as remote.
b) It will have a single interface for consistent customer interactions through multiple
touch points. It shall have a consolidated view of the caller to ensure that each
agent has complete knowledge of every interaction regardless of the channel of
communication.
c) Each call record would be uniquely identifiable by an automatically generated
query number. The unique query number will be intimated to the caller so that
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the same number is quoted by the caller during his/her subsequent call to know
the status of any pending query/grievance.
d) The caller details, e.g., name, address, contact details (telephone no., fax no.,
mobile no., email-id), age, sex etc, will be recorded.
e) Brief description of query/complaint of the caller would be recorded.
f) Category of each query will be recorded (e.g., query is related to MSME
schemes/ technology/ training/ credit facilities/ facilitation services like material
purchase/ marketing / complaint etc.)
g) Brief description of answer/solution given by Agent would be recorded.
h) Call Center shall have the provision for call escalation to level-II by Email /
telephone etc.. The CRM-Agent Module would have the provision to generate
and send escalation Emails automatically by the system with a confirmation from
the Agent. There will also be provision for initiating automatic generation and
sending of reminder Email for an escalated call for which reply is still awaited.
i) Status of call would recorded, e.g., query/complaint forwarded to relevant level-II
agency, response to query/complaint received from relevant level-II agency,
reply given to caller & call closed etc. with status dates.
j) Response from the level-II Agency is recorded.
k) Database of relevant level-II agencies with their contact details (as provided by
Ministry of MSME) to whom the caller can be referred for further details or to
whom queries can be forwarded shall be maintained using the Back Office
Database Updation sub-module and can be selected by the Agent from drop-
down menus/ list boxes on the screen.
l) Facility for searching the call record database on various attributes and
combination of attributes would by provided.
m) The application would also have the provision to build database of FAQs and
their standard answers.
n) Database of all calls received since start of the Udyami Helpline would be
maintained.
o) Backup of the database would be maintained as per a well defined backup
policy.
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A broad outline of the screen interface envisaged for the CRM-Agent Module is as
follows:
The attributes of each call that would be captured through the CRM-Agent Module
are as follows:
1. Query No. – a system generated unique id
2. Name of Caller
3. Language option – English/ Hindi/ ......
4. Type of Caller – indicates whether the caller is an existing entrepreneur or a
potential entrepreneur
5. Name of the Enterprise
6. Phone No.
7. Mobile No.
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8. Email Id
9. Date & Time of Call
10. Address of Caller
11. State of Caller – to be selected from a list box
12. District of Caller – to be selected from a list box
13. Age of Caller
14. Gender of Caller
15. Source of Info – indicates how the caller came to know about the Udyami Helpline
(e.g., from newspaper ad, television ad, DIC, Bank etc.)
16. Type of Call – indicates whether it is a query or a complaint/grievance
17. Query Details
18. Subject – indicates whether the query/complaint is regarding SME schemes/
loans/ technology info/ training/ other facilitation services etc.
19. Level-I Reply – answer given by Agent
20. Escalation Indicator – whether Call is closed by Agent, Caller is referred to a
relevant institution, or Call is escalated to a relevant institution
21. Escalated to – If the caller is referred to an institution or the call is escalated, then
the name of that institution to be selected from a list box
22. Escalation medium – by Email, Conference Call
23. Date of Escalation
24. Level-II Reply – answer from Level-II
25. Date of Reply by Level-II
26. Call Status
27. Date of Call Closure
However, the above is not a fully exhaustive list and may vary at the time of
implementation.
The database of the stakeholder institutions providing various SME facilitation
services, with their branch details and contact details like Email Ids, Telephone/Fax
No.s, Call Center No. etc. shall be maintained using a Back-Office Database
Updation sub-module. The preferred mode of escalation of call by the Udyami
Helpline to an institution, e.g., by sending Email, or by contacting their Call Center, or
by conference call, etc. would also be recorded in the database record of the
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institution as an indicator field. In case the preferred mode of escalation is Email, the
CRM-Agent Module application can automatically escalate the call by generating and
sending an Email (after confirmation by the Agent) to the selected level-II institution in
a predefined format. However, when the reply Email is received from the level-II, the
reply details and the status of the call record would have to be manually updated by
the Call Center after retrieving the corresponding call record using the unique query
no. of the call. It will also be possible to generate reminder Emails for pending
escalation calls.
The list of stakeholder institutions who will assume the role of level-II support for the
Udyami Helpline and their preferred method of call escalation shall be provided by
TCIL/MSME.
2.6.2 CRM – MIS Reporting Module
The CRM application would have a report generation module providing various MIS
and statistical reports based on the call records database as required by Ministry of
MSME from time to time. The user would be given the choice to set various filters like
period (from-date and to-date), state, district, type of caller, escalation indicator,
escalated to and various other attributes and their combinations while generating an
MIS report from the database. The detailed list of MIS Reports shall be provided later.
However, it is envisaged that approximately 20 different MIS Reports would be
required.
Some ad-hoc MIS Reports may also need to be generated as and when required by
Ministry of MSME. The ad-hoc reports may be required for various reasons including
addressing a parliament question related to the Udyami Helpline scheme of Ministry
of MSME. Examples of such ad-hoc queries are:
• No. of complaints received against Banks/FIs
• No. calls received from a particular state
• No. of calls received from potential entrepreneurs from a state
• No. calls received for a specified MSME scheme
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3.0 Instruction to Bidders (ITB) 3.1 Purchase of RFP document
Interested bidders may purchase the RFP document on payment of a non-refundable
fee of Rs. 400/- (Indian Rupees Four Hundred only) towards the cost of the RFP
document through a demand draft (cash payment not acceptable) in favour of
‘Telecommunications Consultants India Limited’ drawn on any schedule bank and
payable in Delhi. The RFP can be purchased from dd/mm/yyyy to dd/mm/yyyy
between 3.00 PM and 5.00 PM on any working day from the address given below.
The Complete RFP document can also be downloaded from TCIL’s website
http://www.tcil-india.com/html/tender.html. However, the bidder is required to pay
the prescribed fee of Rs. 400/- along with the Technical bid through a demand draft in
favour of ‘Telecommunications Consultants India Limited’ drawn on any schedule
bank and payable in Delhi.
3.2 Eligible Bidders
Eligibility of the bidders shall be on the basis of their technical, financial strength and
track record. The bidder is required to submit documentary evidence in support of the
following:
(a) This Invitation for Bids is open to professional call center companies having a
minimum 100 seats Call Center set-up in Delhi or in the National Capital Region
in close proximity of Delhi.
(b) The Call Center proposed to be used for the Udyami Helpline service should be
located in Delhi or in the National Capital Region in the close proximity of Delhi.
(c) The bidder should have experience of executing at least one similar National
Call Center project with English and Hindi languages support for a Government
Department in India in the last three years.
(d) The bidder should have the experience of having executed one similar call
center project with a value not less than Indian Rupees 2.4 Crores, or two
similar projects with values not less than Rupees 1.50 Crore each, or three
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similar projects with values not less than Rupees 1.20 Crore each, for their
client organizations in India in the last three years. The values should be
exclusive of any connectivity charges paid to telecom service provider.
(e) The bidder should have an average turnover of not less than Rupees 90 Lakhs
per annum from Call Center business in the last three financial years. The value
of turnover should be exclusive of any connectivity charges paid to telecom
service provider.
(f) The bidder shall have a valid quality certification relevant to Call Center
operations.
(g) 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.
(h) The bidder has to submit list of clients and details of services being provided to
them by the bidder.
(i) The bidder has to submit Performance Certificate from at least three of its
clients.
(j) The Bidder and each member in case of Consortium shall disclose details
pertaining to all claims, disputes, matters in appeal & in court and any pending
litigation against the bidder or any member of the Consortium.
Bidder is expected to examine all instructions, forms, terms, specifications, and other
information in the bidding documents. Failure to furnish all information required by the
bidding documents or to submit a bid not substantially responsive to the bidding
documents in every respect will be at bidder’s risk and may result in the rejection of
Bid.
3.3 Cost of Bidding:
The Bidder shall bear all costs associated with the preparation and submission of the
Bid, and TCIL will, in no case, be responsible or liable for those costs, regardless of
the conduct or outcome of the bidding process.
3.4 Clarification on Bidding Documents
Bidder, requiring clarification on the RFP may submit queries/ clarifications to TCIL in
writing, at the address indicated above, at least 7 days before the deadline for the
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submission of the bid. TCIL will not respond to any such petition received after this
date.
3.5 Amendment of Bidding Documents
(a) At any time prior to the deadline for submission of bids, TCIL, for any reason,
whether at its own initiative or in response to the clarifications requested by
prospective Bidders may modify the bidding documents by issuing
amendment(s).
(b) All eligible Bidders will be notified of the amendment(s) in writing/ through E-
mail, and these will be binding on them.
(c) In order to allow eligible Bidders a reasonable time to take the amendment into
account in preparing their bids, TCIL, at its discretion, may extend the deadline
for the submission of bids.
3.6 Language of Bid
The Bid prepared by the Bidder, as well as all correspondence and documents
relating to the Bid exchanged by the Bidder and TCIL, shall be written in English.
Supporting documents and printed literature furnished by the bidder may be in
another language provided they are accompanied by an accurate translation of the
relevant pages in English. For the purposes of interpretation of the bid, the
translation shall govern. Information supplied in another language without proper
translation shall be rejected.
3.7 Documents Comprising the Bids
(a) The bidder shall submit only options, which is in accordance with the
specifications and requirements.
(b) The bid submitted shall have the following documents:
Part – I (Technical bid)
Bid Form as described in the bidding document, duly filled in by the Bidder.
a) The bid security
b) Bid Letter Form
c) Power of Attorney for signing the bid
d) Organizational, Financial, and Technical capabilities.
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e) Bid Documents duly signed in Original (with photocopies in Copy 1 &
Copy 2) on all pages.
f) Clause by clause Compliance statement for all clauses/ sections
(including all Annexure) and Deviation statement as applicable
g) Full description of design and layout of bidder’s existing Call Center
with complete Technical and Engineering details.
h) Full description of the processes, methodology, manpower
management, training, quality control mechanisms, business continuity
plan etc. proposed for smooth operation of Udyami Helpline.
i) The bid shall specify time schedule of various activities with a PERT or
similar chart.
j) Service tax registration number, works contract tax clearance
certificate, bank’s certificate of solvency and a statement from their
bank certifying their financial capability to undertake the project.
k) The bidder shall disclose details pertaining to any pending litigation
against them or any of its owners / partners.
l) Any additional information as asked for by TCIL.
Part – II (Financial Bid)
Price bid signed in original and two copies as per formats in Section-5.
a) Once quoted, the bidder shall not make any subsequent price
changes. Such price changes shall render the bid liable for rejection.
b) TCIL may at its discretion ask for revision of bid(s).
(c) TCIL shall not be bound by any printed conditions or provisions in the Bidder’s
Bid Forms.
3.8 Submission of Bid
(a) Bids must be delivered to the address given below on or before DD/MM/YYYY
11.00 AM. Late bids will be rejected. All bids must be accompanied by a Bid
Security of Rupees 5,00,000/- (Rupees Five Lakh only) in the form of a bank
guarantee in the prescribed format valid for a period of 150 days from the date
of opening of bid. Bids will be opened in the presence of bidders’
representatives who choose to attend at the address given below DD/MM/YYYY
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12.00 Noon.
Group General Manager (MM)
Telecommunications Consultants India Limited
TCIL Bhawan, 4th Floor
Greater Kailash - Part I, New Delhi-110 048
Tel: 011-26202406
Fax:: 011-26242266
Email: [email protected]
Website: http//www.tcil-india.com
(b) Offer by fax / e-mail will not be acceptable.
3.9 Bid Price
(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 eight-hour shift by one Call Center
Agent) will include all call center infrastructure related expenses of the Supplier
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 Supplier. 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.
(d) 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.
(e) Prices quoted by the bidder shall be fixed. Bids submitted with adjustable price
quotations will be rejected.
3.10 Bid Security
(a) The Bidder shall furnish in a separate envelope, as part of the Bid, a Bid
Security (i.e. Earnest Money Deposit) for the amount of Rs. 5.00 Lakhs (
Rupees Five Lakh only) in form of bank guarantee valid for a period of 150 days
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from the date of opening of bid.
(b) The Bid security shall be in Indian Rupees and shall be in the form of Bank
Guarantee in favour of Telecommunications Consultants India Limited, New
Delhi, issued by a scheduled bank in India and having at least one branch office
in Delhi, India. Such negotiable instrument should be valid for at least thirty (30)
days beyond the validity of the Bid.
(c) Unsuccessful Bidder's Bid security will be discharged or returned within thirty
(30) days after the expiration of the period of Bid validity.
(d) The successful Bidder's Bid security will be discharged upon the Bidder
furnishing the Performance Guarantee.
(e) The Bid security may be forfeited either in full or in part, at the discretion of
TCIL, on account of one or more of the following reasons:
i The Bidder withdraws their Bid during the period of Bid validity specified by
them on the Bid letter form
ii Bidder does not respond to requests for clarification of their Bid
iii Bidder fails to co-operate in the Bid evaluation process, and
iv In case of a successful Bidder, the said Bidder fails:
• to sign the Contract Agreement in time; or
• to furnish Performance Guarantee
3.11 Period of Validity of Bids
(a) Bids shall remain valid for a period of 120 days, from the due date of bid
submission. Any Bid valid for a shorter period shall be rejected as non-
responsive.
(b) In exceptional circumstances, TCIL may solicit Bidder's consent to an extension
of the period of validity. The request and the responses thereto shall be made in
writing. The Bid security shall also be suitably extended. A Bidder granting the
request is neither required nor permitted to modify the Bid.
3.12 Format and Signing of Bid
(a) The bidder shall prepare original + two, i.e., ‘ 1+2 ’ copies of the bid clearly
marking each “Original Bid” or “Copy of Bid” as appropriate. In the event of any
discrepancy between them, the original shall govern.
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(b) The original and all copies of the bid shall be typed or written in indelible ink and
shall be signed by the bidder or a person duly authorized to bind the bidder to
the Bid. The person or persons signing the bid shall initial all pages of the bid,
except for un-amended printed literature.
(c) The complete bid shall be without alteration or erasures, except those to accord
with instructions issued by the TCIL or as necessary to correct errors made by
the bidder, in which case such corrections shall be initialed by the person or
persons signing the bid.
3.13 Sealing and Marking of Bid
(a) Bidder shall submit their bids in two Separate Parts in sealed envelopes super-
scribed with the RFP document number, due date, time, Project and nature of
bid (Technical bid, Financial bid).
PART-I: Original and 2 copies of Technical Bid complete with all
technical details along with Bid Security.
PART-II: Original and 2 copies of Financial Bid only with full price details.
(b) The envelopes containing Part-I and Part-II of the offer should be enclosed in a
larger envelope duly sealed. All pages of the offer must be signed.
(c) The outer envelope shall indicate the name and address of the bidder to enable
the bid to be returned unopened in case it is declared “late”.
(d) If these envelopes are not sealed and marked as required, TCIL will assume no
responsibility for the bid’s misplacement or premature opening.
3.14 Bid Due Date
(a) Bid must be received by TCIL at the address given and not later than
DD/MM/YYYY at 11:00 AM. Bids received after this deadline will be rejected and
returned to the bidder unopened.
(b) The TCIL may, at its discretion, on giving reasonable notice in writing to all
eligible Bidders who have been issued the bid documents, extend the bid due
date, in which case all rights and obligations of TCIL and the Bidder, previously
subject to the bid due date, shall thereafter be subject to the new bid due date or
deadline as extended.
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3.15 Opening of Bids by TCIL
(a) Bids will be opened at 12.00 Noon on DD/MM/YYYY at the following address:
Material Management Division (4th Floor)
Telecommunications Consultants India Limited
TCIL Bhawan, Greater Kailash-I
New Delhi- 110 048
(b) Bidder’s representatives (Maximum 2) may attend the opening, and those who
are present shall sign a register evidencing their attendance.
(c) The Bidder’s names, Bid modifications or withdrawals and such other details as
TCIL at its discretion, may consider appropriate, will be announced at the time of
opening.
3.16 Examination and Evaluation of Bids
(a) Bids without a valid bid security in the prescribed format will be rejected.
(b) Bids without a valid Power of Attorney for signing of Bid will be rejected.
(c) Bids not meeting eligibility requirements specified in ITB 3.2 will be rejected.
(d) Bids meeting eligibility requirements as per ITB 3.2 will be further evaluated as
follows :
Weights shall be assigned to Technical as well as Price Bids. Technical Bids
will carry a weight of 70 percent while Price Bids will carry a weight of 30
percent.
Technical Bids shall be evaluated as per evaluation criteria and marks allotted
to each evaluation criteria. Bidders whose Technical Bids fail to score minimum
50 marks will be rejected and their Price Bids will not be opened.
Price Bids of only the technically successful bidders will be opened. Marks for
Financial Bid evaluation shall be calculated based on the formula -
Marks = 30 x (Lowest Bid Price) / (Price of the Bid being evaluated).
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Total score of a bidder will be calculated by adding the Points secured in
Technical Evaluation and the Points scored in Financial Evaluation.
Technical Evaluation Criteria and Marks:
Proposals will be evaluated based on following criteria:
A. Quality of the Technical Bid document (5 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.
B. Proposed plan for Udyami Helpline setup in the existing call center location
w.r.t. the following: (15 marks)
i. Infrastructure available in the existing call center of the bidder where
Udyami Helpline is proposed to be set up
ii. Proposed setup of Udyami Helpline in the existing call center location
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 Udyami helpline seat
vii. Description of the air-conditioning and power backup arrangements
viii. Proposed Call Flow architecture and associated processes.
C. Proposed technology, methodology and plan for development, web-hosting
and maintenance of application software for CRM Agent Module and CRM
MIS module. . (10 marks)
D. Proposed Business Continuity Plan for Udyami Helpline setup (including
power failure, equipment failure, server crash, desktop crash, network
failure etc.). (5 marks)
E. Bidder’s Quality Commitments and methods for remedy of failure to abide
by the commitments. (5 marks)
F. Monitoring Tools/methods proposed (5 Marks)
i. Proposed methodology for ensuring that the call center processes are being followed and that telephone/internet connections are not misused.
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ii. Provision of trained supervisors for monitoring of call center. iii. Voice Logging Facility for recording and playing back of agents
conversation on random basis. iv. Provisioning of remote monitoring through video chatting facilities on
the Internet using web-cam. G. Training Facilities (10 Marks)
i. Facility of fully equipped training room with online projector, white-boards etc. With seating capacity bfor at least 25 personnel for providing subject matter training to the Agents by Ministry of MSME.
ii. Proposed methodology for providing Soft Skill training to the CCAs. H. Time Schedule for execution (with diagram). (5 Marks)
I. Expansion capacity of the proposed Call Center where Udyami Helpline is
proposed. (5 Marks)
J. Compliance to technical and commercial terms and conditions specified in
the RFP document . (5 Marks)
(e) 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.
(f) 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.
(g) 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.
(h) Bids will be evaluated on the basis of 30 months or upto 31st March 2012,
whichever is earlier. .
3.17 Award of Contract
TCIL will award the contract to successful bidder whose bid has been determined to
be responsive and has been determined to be most competitive, provided further that
the bidder is determined to be qualified to perform the project satisfactorily. TCIL shall
however not bind itself to accept the lowest or any bid and reserves the right to
accept any bid wholly or in part.
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3.18 TCIL’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.
3.19 TCIL ’s right 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.
3.20 Notification of Successful Bidder and Acceptance by Successful Bidder
(a) Prior to expiration of the period of Bid validity, TCIL will notify the successful
Bidder in writing that its Bid has been accepted by issuance of Letter of Intent
(LOI).
(b) Within 7 (Seven) days of receipt of such intimation, the successful Bidder shall
give its acceptance to TCIL.
(c) Within 7 (Seven) days of receipt of such intimation, the successful Bidder shall
submit Performance Guarantee to TCIL.
(d) Upon the successful Bidder's furnishing of Performance Guarantee, TCIL will
promptly notify all unsuccessful Bidders and will discharge their Bid security.
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4.0 General Conditions for Bidding
These General Conditions shall supplement or amend the other parts of the Bidding
Documents and whenever there is a conflict, provision herein shall prevail over those in the
other parts of the Bidding Documents
4.1 Governing Language
All correspondence and other documents to be exchanged by the parties shall be
written in the English language. The version written in English language shall govern
its interpretation.
4.2 Applicable Law
Appropriate laws of Government of India shall apply.
4.3 Change in Law
In the event of any Change in Law that affects the performance of the Supplier, the
Supplier shall be given the benefit or burden resulting from such Change in Law.
4.4 Use Of Bid Documents And Information
(a) All project related documents issued by TCIL shall remain the property of TCIL
and originals and all copies shall be returned to TCIL on completion of the
Supplier's performance, if so required by TCIL.
(b) The Supplier shall not, without prior written consent of TCIL, make use of any
document or information made available for the project except for purposes of
performing the job.
4.5 Warranty for CRM Application Software
The bidder will provide comprehensive on site warranty of the CRM Application
Software of Udyami Helpline for a period of one year from the date of acceptance.
(a) The successful bidder shall warrant to TCIL/MSME that the CRM Application
Software developed and deployed by the successful bidder shall be of the most
suitable grade and fit for the intended purpose. They shall be free from all defects
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and faults in design and consistent with established and generally accepted
standards for the system of the type ordered and in full conformity with the
requirement specifications. The successful bidder shall warrant further that the
services to be carried out under this contract shall conform to generally accepted
professional standards and TCIL/MSME’s practices.
(b) The successful bidder shall be responsible for adding new functionality to the
application software to the extent of providing new and ad-hoc MIS Reports as
may be required by MSME/TCIL from time to time.
(c) If during the period of warranty any component of the software solutions is found
defective, and which failed in test or in operation, the same shall be rectified or
replaced by the successful bidder free of cost.
(d) Any approval or acceptance by TCIL of the software solution shall not in any way
limit the liability of successful bidder of his responsibility.
(e) TCIL/MSME shall promptly notify the successful bidder in writing of any defect
and claim arising under this warranty. Such notice shall be valid during the period
of warranty and upto 30 days after the date of expiry of the period.
(f) Upon receipt of such notice, the successful bidder shall promptly and satisfactorily
rectify or re-implement the defective portion of the software.
(g) The liability of successful bidder in respect of such claims against warranty shall
be limited to rectification or re-implementation of the concerned component of the
software, inclusive of all charges for such rectification and re-implementation.
Such rectification or re-implementations shall be warranted for the same period as
mentioned above.
(h) In the event of an emergency where delay in rectification would cause serious
loss or damage, if successful bidder fails to remedy the defects in accordance
with the contract within a reasonable time, TCIL/MSME may proceed to take such
remedial action as may be necessary at the risk & cost of the successful bidder.
(i) The successful bidder shall prove and establish the performance of the system as
specified by testing, should he be unable to do so in the first instance, he shall be
given an opportunity to rectify the defects and the performance shall be repeated
within a specified time. Should the performance of the system still not be upto
mark, TCIL/MSME shall recover from successful bidder suitable amounts towards
the performance deficiencies or reject the system in case the deficiency is beyond
the specified limit.
4.6 Post Warranty Annual Maintenance Contract for CRM Application Software
The bidder shall provide post implementation warranty maintenance service for the
CRM Application Software of Udyami Helpline at the option of TCIL/ MSME. In
addition to maintenance of the Application Software and minor changes, the scope of
AMC shall include providing new and ad-hoc MIS Reports as may be required by
MSME/TCIL from time to time
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4.7 Performance Security
(a) Within 7 days of the receipt of the notification of award from TCIL, the Supplier
shall furnish a performance security for an amount of 10% (ten percent) of the
Annual Value of Contract, using the performance security format to be provided
by TCIL.
(b) The performance security shall be valid for at least 90 (ninety) days beyond
the completion of contract period and shall be denominated in Indian
rupees and shall be a bank guarantee in favour of TCIL , payable at New Delhi,
issued by a scheduled bank in India through its branch in New Delhi, India.
(c) The proceeds of the performance security shall be payable to TCIL as
compensation for any loss resulting from the Supplier’s failure to complete its
obligations under this bid. TCIL shall notify the Supplier in writing of its
invocation of its right to receive such compensation within 15 days, indicating
the reasons for which the Supplier is in default.
(d) The performance security shall be discharged by TCIL and returned to the
Supplier within 30 days from the date of final certificate certifying the fulfillment
of the performance obligations under this Bid.
(e) The Supplier shall furnish amendment to the Performance Security, if required,
within 15 days of notification.
4.8 Payment Terms
The invoices towards the services rendered shall be submitted to TCIL on monthly
basis at the end of every month for the no. of seats actually deployed during the
month as per the agreed number of seats. TCIL shall release the payments to the
Supplier on quarterly basis within 30 days after the receipt of the invoice for the last
month of the quarter subject to satisfactory performance of the Contactor and release
of the payment to TCIL by Ministry of MSME, Government of India.
4.9 Time Schedule
The bidder is required to complete the entire installation setup, in all respects, and
make it operative, within a period of 30 days from the date of issue of Purchase
Order.
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4.10 Taxes & Duties
(a) The Supplier is liable for all taxes and duties etc. as applicable.
(b) Any increase/ decrease in taxes by Government shall be to the account of TCIL.
(c) TCIL shall deduct any taxes/ duties at source as per prevalent laws.
4.11 Liquidated Damages
(a) If the supplier fails to offer the services and system within the periods specified
in the Bid, TCIL shall, without prejudice to its other remedies under the Bid,
deduct from the performance security, as liquidated damages, a sum equivalent
to 1% of the Bid price for each week or part thereof of delay until Final
Acceptance, up to a maximum deduction of the 10%.
(b) If the delay is more than 4 weeks, TCIL has the right to terminate the contract
and encash the performance security
4.12 Penalty
If any of the essential facilities/ equipment in Udyami Helpline 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
h. Hot Button Programming on a telephone instrument
i. Conferencing Facility on telephone instrument
j. Head phone
k. Air Conditioning
l. UPS
m. Backup Generator set
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Penalty at the rate of Rs. 200 (Rupees Five Hundred) per day would be deducted
from the monthly bill of the supplier for each such deficiency in the Udyami Helpline.
4.13 Reduction of charges upon increase in number of seats in Udyami Helpline Call Centre
MSME/TCIL has the right to increase the number of seats in the Call Center from time
to time during the contract period. The agreed monthly basic shift rate for the new
seats would remain the same as that agreed at the time of placement of order till the
number of seats in Udyami Helpline doubles from the original number of seats at the
time of placement of order. When the number of seats in Udyami Helpline would
exceed the original number of seats by more than 100%, the basic monthly shift
rate for the new seats would be reduced by 10% of the originally agreed
monthly shift rate.
4.14 Acceptance of the Udyami Helpline call center setup
Acceptance Test (AT) for the Udyami Helpline shall be conducted by TCIL/ any
appointed third party after the same is offered by the successful bidder for
acceptance. 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 subject to
satisfactory performance failing which the order shall stand automatically cancelled.
4.15 Contract Period
The contract period will be upto 31st March 2012 and may be extended further at the
option of Ministry of MSME, Government of India or TCIL.
4.16 Implementation Services
The Supplier shall provide all services specified in the Technical Specifications in
accordance with the highest standards of professional competence and integrity.
TCIL reserves the right to require the replacement of any Supplier staff assigned to
work on the site by suitable qualified staff, in the event that the staff concerned is
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determined to be incompetent or loses the confidence of TCIL.
4.17 Books & Records
Supplier shall maintain adequate books and records/reports in connection with
Contract and shall make them available for inspection and audit by TCIL/ Ministry of
MSME/ any appointed third party until expiry of the performance guarantee.
Supplier shall maintain duty roaster and daily attendance record of the Call Centre
Agents in the Udyami Helpline. 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 MSME 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.
Supplier shall send certified copies of the duty roaster, attendance record and
downtime logbook for each month for the Udyami Helpline to TCIL at the end of the
month.
4.18 Notice
Any notice given by one party to the other pursuant to this bid shall be sent to the
other party in writing to the other party's address. A notice shall be effective from the
date when Notice in writing is delivered or tendered or affixed at a conspicuous place
whichever is earlier
4.19 Force Majeure
If at any time the performance, in whole or in part, by either of any obligation under
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the contract, shall be prevented or delayed by reasons of any war or hostility, acts of
public enemy, civil commotion, sabotage fire, flood, explosion, epidemic, quarantine
restriction, strikes, or acts of god (hereinafter referred to as events), provided notice
of happening of any such eventuality is given by either party to the other within 21
days from the date of occurrence of the event, party shall by reasons of such event,
be entitled to determine the contract arising out of the contract nor shall either party
have any claim for damages against the other in respect of such event. Obligations
arising out of this contract shall resume after the event or events have come to an
end or ceased to exist. The decision of TCIL as to whether such event or events have
come to an end or ceased to exist or whether deliveries of the equipment by the
Supplier have been resumed or not shall be final and conclusive. Provided both the
parties may at their option terminate their obligations under the contract and
thereupon TCIL shall be at liberty to take over from the Supplier all the works at a
price to be fixed by TCIL, which shall be final, and the Supplier shall refund forthwith
the amount paid to him by TCIL.
4.20 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 MSME 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
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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.
(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.
4.21 Default and Termination
(a) TCIL may, without prejudice to any other remedy for breach of contract, by
written notice of default, sent to the Supplier, terminate the Contract for services
in whole or in parts:
i If the Supplier fails to deliver either the whole or part of the “Services”
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within the time period(s) specified in the Contract or any extension thereof
granted by TCIL.
ii If the Supplier fails to perform any other obligation(s) and,
iii If the Supplier, in either of the above circumstances, does not cure its failure
within a period of 30 days (or such longer period as TCIL may authorise in
writing) after receipt of the default notice from TCIL.
iv On a notice period of 60 days.
(b) In the event TCIL terminates the Contract in whole or in part, TCIL may procure
and install upon such terms and in such manner as it deems appropriate, similar
setup and the Supplier shall be liable to TCIL for any excess cost for such
setup. However, the Supplier shall continue performance of the Contract to the
extent not terminated.
(c) 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 MSME.
4.22 Termination for Insolvency
TCIL may at any time terminate the Contract by giving 30 (thirty) days written notice
to the Supplier without compensation to the Supplier, if the Supplier becomes
bankrupt or otherwise insolvent, provided that such termination will not prejudice or
affect any right of action which has accrued or will accrue thereafter to TCIL.
4.23 Resolution of Disputes
(a) If any dispute arises between the Parties hereto during the subsistence or
thereafter, in connection with the validity, interpretation, implementation or
alleged material breach of any provision of the Contract or regarding a question,
including the questions as to whether the termination of the Contract by one
Party hereto has been legitimate, both Parties hereto shall endeavour to settle
such dispute amicably. The attempt to bring about an amicable settlement is
considered to have failed as soon as one of the Parties hereto, after reasonable
attempts [which attempt shall continue for not less than 30 (thirty) days, give 15
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days notice thereof to the other Party in writing.
(b) The place of the arbitration shall be New Delhi, India.
(c) The Arbitration proceeding shall be governed by the Arbitration and Conciliation
Act of 1996 as amended from time to time.
(d) The proceedings of arbitration shall be in English language
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5.0 Forms and Schedules
5.1 Bid Letter Form
From
(Registered name and address of the Bidder.)
To
Group General Manager (MM), Telecommunications Consultants India Ltd. TCIL Bhawan, Geater Kailash – I, New Delhi - 110048
Sir,
Having examined the bidding documents, we the undersigned, offer to provide Services including all additional services associated thereto, also called the “Services” as detailed in the bidding document in response to your Request For Proposal No. RRRRRR..R dated ................... We undertake to: 1. Maintain validity of the Bid for a period of 120 days from the date of Bid opening as
specified in the bidding document, which shall remain binding upon us and may be accepted at any time before the expiration of that period.
2. Provide Services for a period of three years from the date of Acceptance of the Udyami Helpline Call Center on renewal basis every financial year in conformity with the bidding documents (and as amended from time to time).
3. Execute all contractual documents and provide all securities & guarantees as required in the bid document (and as amended from time to time).
4. Until a formal Contract is prepared and executed, this bid, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract on us.
Dated this _______ day of ____________.
Signature
RRRRRRR.
(in the capacity of)
Duly authorised to sign bid for and on behalf of
Witness:
(Signatures with name and designation)
Address:
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5.2 Bid Security Form
FORMAT OF BID BOND (EMD)
Whereas RRRRRRRR. (hereinafter called “the Bidder”) has submitted its bid datedRRRRR For the supply of RRRR. vide Tender No. RRRRRRRRR.. dated RRRRR KNOW ALL MEN by these presents that WE RRRRRRRR. of RRRRRR. Having our registered office at RRRR.. (hereinafter called “the Bank”) are bound unto Telecommunications Consultants India Limited (hereinafter called “the Purchaser”) in the sum of Rs. RRRRRRR 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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5.3 Bid Price Schedule Name of the Bidder: RRRRRRRRRRRRRRRRRRRR
A) Call Center Shift Charges:
(a) Monthly Basic Shift Rate : In Figures: Rs. RRRRRRRRRRRR. In Words : Indian Rupees ..............................RRRRRRRRRRRR
(b) Taxes (Please specify details here):
In Figures: Rs. RRRRRRRRRRRR. In Words : Indian Rupees ..............................RRRRRRRRRRRR
(c) Monthly Shift Rate: In Figures: Rs. RRRRRRRRRRRR. In Words : Indian Rupees ..............................RRRRRRRRRRRR
(d) Total Charges for 20 Shifts for five(5) months in FY 2009-10 (i.e. from November 2009 to March 2010):
[ (d) = (c) x 20 x 5 ]
In Figures: Rs. RRRRRRRRRRRR.
(e) Total Charges for 40 Shifts for twelve (12) months in FY 20010-11 (i.e. from March 2010 to March 2011):
[ (e) = (c) x 40 x 12 ]
In Figures: Rs. RRRRRRRRRRRR.
(f) Total Charges for 60 Shifts for twelve (12) months in FY 20011-12 (i.e. from March 2011 to March 2012):
[ (f) = (c) x 60 x 12 ]
In Figures: Rs. RRRRRRRRRRRR.
(g) Grand Total : [ (g) = (d) + (e) + (f) ]
In Figures: Rs. RRRRRRRRRRRR.
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B) Development of Call Record Management (CRM) Application Software
(including MIS Reporting Module):
(h) Lumsum Charges for Development of CRM Application Software (Including MIS Reporting Module):
In Figures: Rs. RRRRRRRRRRRR.
In Words : Indian Rupees ..............................RRRRRRRRRRRR
(i) Taxes (Please specify details):
In Figures: Rs. RRRRRRRRRRRR.
In Words : Indian Rupees ..............................RRRRRRRRRRRR
(j) Total CRM Application Development Cost:
[ (j) = (h) + (i) ]
In Figures: Rs. RRRRRRRRRRRR.
In Words : Indian Rupees ..............................RRRRRRRRRRRR
C) Post-Warranty AMC of Call Record Management (CRM) Application Software
(Including MIS Reporting Module):
(k) Annual Maintenance Charges:
In Figures: Rs. RRRRRRRRRRRR.
In Words : Indian Rupees ..............................RRRRRRRRRRRR
(l) Taxes (Please specify details):
In Figures: Rs. RRRRRRRRRRRR.
In Words : Indian Rupees ..............................RRRRRRRRRRRR
(m) AMC Charges for CRM Application Software:
[ (m) = (k) + (l) ]
In Figures: Rs. RRRRRRRRRRRR.
In Words : Indian Rupees ..............................RRRRRRRRRRRR
(n) b [ (n) = (m) x 1.5 ]
In Figures: Rs. RRRRRRRRRRRR.
D) Total Bid Value:
A) Call Center Shift Charges:
Rs. RRRRRRRRRRRR.
B) Development of Call Record Management (CRM) Application Software
Rs. RRRRRRRRRRRR.
C) Post-warranty AMC Charges for CRM Application Software for 1 ½ years
Rs. RRRRRRRRRRRR.
Grand Total : [ A) + B) + C) ]
Rs. RRRRRRRRRRRR.
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The above rates shall remain valid for a period of three years from the date of award of the contract. Any increase/ decrease in taxes by Government shall be to the account of TCIL.
Dated this _______ day of ____________.
Signature
RRRRRRR.
(in the capacity of) Duly authorised to sign bid for and on behalf of
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5.4 Format for Performance Bank Guarantee
PERFORMANCE BANK GUARANTEE 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. _________________ Authorized Signature Manager Seal of Bank