Request for proposal for Establishment of Health Help Linearogyakeralam.gov.in/docs/tender/2012/help...

REQUEST FOR PROPOSAL – HEALTH HELP LINE

Request for proposal for Establishment of

Health Help Line Tender Document

For

Design, Development, Testing, Implementation, Maintenance of Integrated Health Help Line

through Voice, IVR, Internet, Chat and Email

OFFICE OF THE DISTRICT PROGRAMME MANAGER,

NATIONAL RURAL HEALTH MISSION, THIRUVANANTHAPURAM

NEAR W & C HOSPITAL,

THIRUVANANTHAPURAM 695 014

Tender document

NATIONAL RURAL HEALTH MISSION, KERALA

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Request for proposal Establishment of Health Help line under NRHM

OFFICE OF THE DISTRICT PROGRAMME MANAGER,

NATIONAL RURAL HEALTH MISSION, THIRUVANANTHAPURAM

NEAR W & C HOSPITAL,


No: dated 18 February 2013

TENDER DOCUMENT NAME : RFP for Establishment of Health Help Line

TENDER NOTICE NUMBER :

DATE OF ISSUE OF TENDER DOCUMENT : 18/02/2013

L AST DATE & TIME OF RECEIPT OF BID : 25/02/2013

TIME & DATE OF OPENING OF TECHNICAL BID : 27 /02/2013

OPENING OF FINANCIAL BID : 28/02/2013

ADDRESS FOR COMMUNICATION : OFFICE OF THE DISTRICT PROGRAMME MANAGER

NATIONAL RURAL HEALTH MISSION

NEAR W & C HOSPITAL


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Index

1. Introduction

2. Objectives

o Long term objectives

o Facilities

o Scope

o Architecture

o Internal architecture

3. Instructions to tenderers

4. Eligible tenderers

5. Prequalification criterion and documents

6. Other Terms & Conditions

7. Annexure A

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Section 1

1. Request for proposal in two bid system – Technical bid and financial bid are invited, from

Companies having strength in setting up help line contact centers with sufficient experience.

2. Applicants are advised to study the document carefully before submission of application form.

The Applicant submitting an Application would be presumed to have considered and accepted all

the terms and conditions. No inquiry, verbal or written, shall be entertained in respect of

acceptance/rejection of the Application. The Application must be unconditional.

3. Earnest Money Deposit

All Applications must be accompanied by a security of Rupees 15,000/- The security amount

must be submitted by means of Bank Draft in favor of the district Programme Manager ,

Arogya Keralam payable at Thiruvananthapuram

Section 2

The Government of India accorded approval to set Health Help Line Call Centre of of NRHM during 2012-

13. The Objective of the Health Advice Call Centre is 24x7 medical advice to the children, women and to

public in general. To begin with a Call Centre of 8 seats is being set proposed in first phase and

subsequent year which may be expanded in phased manner observing the response and Impact of the

project on the Health system.

The health advice will be given to caller who will dial 4 digit BSNL toll free number “1056” from landline or

any mobile phone.

Objectives:-

1) To give 24x7 Medical support through Health Advice across Kerala

2) Medical Advice to medical officers and paramedical staff for maternal, child health and

immunization program.

3) To give complete details about nearest Health Care Centers, Hospitals, specializations etc.

4) To provide details about doctors and their availability etc.

5) To provide details about blood banks

6) To provide details about mobile units

7) Students counseling program, Individual counseling on Anxiety, Depression, Stress Management

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System should have following facilities

1. Registration of all communications

2. System shall record all voice calls

3. Should accept all means of communications like voice calls, Email, Chat etc.

Scope of the work:

1. Software Development & Implementation of Services

2. Implementation and consultation on infrastructure and hardware requirement

3. Call center solution and integration with software

4. CCS ( Call center customer support for 3 years )

1. Software Development & Implementation of Services

Software shall have following features

1.1 Complete details about Health centers in Kerala shall be available to customer executives at

their fingertips. All data’s should be entered into the software

1.2 Complete details about hospitals, clinics, super specialty hospitals etc.

1.3 Complete details about mobile units, blood banks etc.

2. Implementation and consultation on infrastructure and hardware requirement

Consultation on procuring hardware, infrastructure and setting up of the Call center

3. Call center solution and integration with software

All calls should be registered and integrated with software

4. CCS( Call center customer support for 1 years)

Health Help Line is under emergency services, so that it need 24 hours X 365 days uninterrupted Support

for next 1 year

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Architecture

Figure 1 : Architecture

The communication software should have powerful mechanism to address caller issues in a single

window and FAST response. Customer care executive should be able to fetch the information from our

software within seconds and all data’s should be available at his/her fingertips. The caller can use any

mode of communication convenient to him such as voice, sms, email etc. which in turn handled by the

team of experts taking care of registration, consultation, counseling etc. If the executive feels further

consultation is required since the issue is very critical, the call center must to have an facility to get

support from expert consultation externally.

INSTRUCTIONS TO TENDERERS

A. It is proposed to have a TWO Cover System for this tender.

a) Technical bid in one cover.

b) Financial Bid in one cover.

B. Technical bid of the Tender should be covered in a separate sealed cover super scribing the

wordings "Technical bid" on envelope cover. THE EMD SHOULD BE PLACED IN THE TECHNICAL BID.

Please Note that Prices should not be indicated in the Technical Bid failing which bid will be rejected.

C. Financial Bid of the Tender should be covered in a separate sealed cover super scribing the

wordings "Financial Bid" on envelope. Financial Bid should only indicate prices (item wise)

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D. All the Applicants/bidders are requested to send their bids in a final sealed cover envelope

containing both sealed bids (Technical and Commercial) super-scribed with “Establishment of Health

Help line under NRHM”

E. The Application should be a complete document and should be bound as a volume; every paper

of the Application should be signed by the Applicant with seal of company. In case of unbound

document, bid will be rejected.

F. The Application form should be clearly filled in ink legibly or typed. Alterations unless legibly

attested by the Applicant, shall disqualify the Application. The Application form should be signed on all

pages by bidder's authorized signatory.

G. Attested copies of the valid Registration number of the Firm, License No, PAN No. and

Satisfactory performance certificate issued by the concerned agency(s)/ organizations where such type

of works/jobs have been performed by the company earlier shall also be enclosed.

H. The sealed cover envelope thus prepared should also indicate clearly the name and address of

the Applicant / bidder.

I. Department will not accept any application after the stipulated date & time.

J. Printed terms and conditions of the Applicants shall not be considered as forming part of their

Applications. In case terms and conditions of the contract applicable to this invitation to Application are

not acceptable to any Applicant, he should clearly specify deviation in his or her application

K. District Programme Manager holds the rights to accept/reject any or all the Application(s) in

part or full without assigning any reason(s) thereof

L. The tenders should be addressed to the District Programme Manager, Near W & C Hospital,

Thiruvananthapuram 695 014, in a sealed cover with the tender number and name duly superscripted

on the cover

Eligible Tenders

This bidding is open to all qualified tenderer who fully meet the following qualifying requirement:-

1. The word “company” here includes registered company, partnership firm, a consortium or

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proprietary concern

2. The Tenderer should be Indian company

3. The applicant company should have minimum three year experience in Information Technology

business and working in the CRM field for the last 2 years. The tenderer must be a reputed firm/

company engaged in providing call center solutions / services for the last two years

4. Tenderer should have experience in implementing and running at least two Government call

centers

5. Certifications – The applicant company/Consortium should have ISO 9001:2008 Certification

6. The Applicant Company should be well versed in web Technologies using Open Source

platforms. The vendor should have designed, developed and implemented Software solutions

especially CRM to the government / semi government/ private organizations

7. The applicant company should give commitment to deploy such people in the project who have

steered at least one CRM project from ideation to implementation stage in a multi-disciplinary

manner

8. The applicant company should have effective mechanism to address the issues on 24 x 7 basis

since it is emergency category

9. The applicant company should furnish its standing and goodwill through certificate from its

clients to whom services have been provided in the past

10. The department reserves the right to carry the capability assessment of the tenders and the

department’s decision shall be final in this regard

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Section 4

REQUEST FOR PROPOSAL – Establishment of Health Help Line

Pre-qualification criterion and Documents to be submitted

Sl Pre-qualification criterion for the Bidder Supporting documents

1 Should be registered body under the

Indian Societies Registration Act / Indian

Religious and Charitable Act/ Indian Trust

Act/ Company Registration/Partnership firm

or their state counterparts with at least 3

years of experience in the relevant field.

Detail of the organization (including Name,

Complete Address, Phone No, Contact

Person, Email ID, Brief Description of the

organization, etc.) should be provided as

per Annexure A.

Attested/Notarized copy of the registration

certificate.

Attested/Notarized copy of Income Tax

PAN Card No (Photocopy of the PAN Card

need to be submitted).

2 Should have experience in setting up

Government call center

Detail report of Call Centre to be included

(Name of the Centre, Name of the

Customer, Date of Operational, Nature of

work)

3 The bidder should not have been blacklisted

by any government organization.

Self-declaration

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4 Other documents( to be submitted by the

bidder along with the proposal)

List of equipment’s along with other works

Value Added Services that will be included

free of cost to be mentioned

Any other information, which may be

useful in the process of evaluation

Bids must be accompanied by Earnest

Money Deposit (EMD) in the form of

Demand Draft/ Bankers Cheque in favour

of District programme Manage. Bids

submitted in any other form or bids

without EMD shall not be entertained. The

amount of EMD shall be Rs. 15,000/-

(Rupees Fifteen Thousand Only). The

EMD of the successful bidder shall be

retained till completion of the bidding

process but shall not carry any interest. If

the successful bidder fails to execute the

agreement within the specified time, or

withdraws his bid within the validity

of the bid, the EMD shall be

forfeited. The EMD of the

unsuccessful bidders will be returned

within 30 days after the finalization of the

bid. The proposal document shall be signed

by the proposer in all the pages with

official seal.

5 Testimonials Client appreciation letter/Feedback from

previous clients

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Other Terms & Conditions

i) AGREEMENT

The successful bidder shall execute an agreement on a non-judicial stamp paper of value of Rs.100/-

(stamp duty to be paid by the bidder) within 3 days from the date of the intimation from Tender Inviting

Authority informing that his tender has been accepted or within 3 days from the date of issue of

purchase order

iii) SUPPLY AND COMMENCEMENT CONDITIONS

a) Work Order

Work order will be placed on the successful bidder at the discretion of the Tender Inviting

Authority.

b) Specifications and Quality

The items supplied by the successful bidder shall be of the best quality and shall comply with

specifications, stipulations and conditions specified. Services provided by the Bidder should be

of best quality.

c) Delivery Period

The Call Centre to be made operational within 15 days from the date of order.

d) Penalty for Delayed Delivery

(i) In case there is delay in operational of the Call Centre beyond the stipulated period as

mentioned in the work order, there shall be reduction in price @ 2 % of the value of work order per

week of delay or part thereof subject to a maximum of 10% of the total order value.

(ii) Once the maximum price reduction is reached, termination of the contract may be considered.

Non-performance of the contract provisions shall make the successful bidder liable to be disqualified to

participate in any tender for the next 5 years, in addition to forfeiture of Security Deposit and other

penal actions.

(iii) Guarantee

Supplier shall give guarantee against any and all defects in design, workmanship of material and

performance for a period of 12 months (or as specified in the PO) from the date of

commissioning/installation. Should any defects develop during the guarantee period, it should be

remedied promptly free of cost by the supplier and all expenses for transportation of goods necessitated

for such repairs or replacement shall be borne by the supplier. The guarantee period for such

repaired/replaced goods shall again be 12 months from the date of commissioning/installation.

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iv) FORCE MAJEURE

The above conditions of delivery period, price reduction & termination etc. are subject to force majeure

conditions which are beyond the control of the supplier, do not involve fault or negligence of the

supplier and are not anticipated. Such events may include but are not limited to riots, mutinies, war,

fire, storm, tempest, flood, earthquakes, epidemics, or other exceptional causes like quarantine

restrictions, freight embargoes. On specific request made by the bidder the time period of supply may

be extended by the Tender Inviting Authority at his discretion for such period as may be considered

reasonable. However, the condition shall not include scarcity of raw materials, power cut, labour

dispute, failure of sub-vendor and increase in cost of raw material.

v) PAYMENT PROVISIONS

a) 75% advance and 25% after successful implementations

b) Payments towards the supply of the product will be made strictly as per rules of the

Tender Inviting Authority. Full payment will be made only after satisfactory completion of supply

of entire ordered quantity.

c) On completion of supplies/services, bills/ invoices should be raised in triplicate in the

name of the Tender Inviting Authority.

d) If at any time during the period of contract, the price of tendered items is reduced or

brought down by any Law or Act of the Central or State Government or by the bidder himself,

the bidder shall be bound to inform Tender Inviting Authority immediately about such reduction

in the contracted prices. Tender Inviting Authority is empowered to unilaterally effect such

reduction as is necessary in rates in case the bidder fails to notify or fails to agree to such

reduction in rates.

e) In case of any enhancement in excise duty due to notification of the Government after

the date of submission of bids and during the validity period of contract, the quantum of

additional excise duty so levied will be allowed to be charged extra as a separate item without

any change in price structure of the product approved under the tender. For claiming the

additional cost on account of the increase in excise duty, the bidder should produce a letter

from the concerned Excise Authority confirming payment of additional excise duty on the goods

supplied to the Tender Inviting Authority and also must claim the same in the invoice separately.

f) Tender Inviting Authority will have the right to receive supply even after expiry of

contractual delivery date and in such case, price reduction as specified under Clause No.16 e (i)

will be applicable.

g) If the supply is received in damaged condition it shall not be accepted. In case of

damage in the packing, the supply will be accepted only after levying penalty as decided by the

Tender Inviting Authority on the total value of supply to that particular warehouse.

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vi) ANNULMENT OF AWARD, FORFEITURE OF SECURITY DEPOSIT & FRESH AWARD

Failure of the successful bidder to comply with the requirements of signing of agreement and / or

submission of security deposit within the time schedule as stipulated above shall constitute sufficient

grounds for the annulment of the award and forfeiture of the bid security/EMD. Under such a situation,

the proposal may be reviewed for award of the contract on the next lowest evaluated technically

qualified bidder or go for a fresh bid depending on the circumstance. In case it is decided to go for the

next lowest bidder, negotiation may be considered to bring down their price nearer to the originally

evaluated lowest bid.

vii) ARBITRATION

Any dispute whatsoever in any way arising out of or relating to the contract shall be referred to

arbitration of the Mission Director, National Rural Health Mission, Kerala or to the sole arbitration of

some person nominated by him/her. There shall be no objection if the arbitrator so appointed happens

to be an employee of National Rural Health Mission, Kerala. The award of the arbitrator shall be final,

conclusive and binding on all parties.

viii) LAWS GOVERNING THE CONTRACT & JURISDICTION

The contract shall be governed by the laws in force in India. In the event of any dispute arising out of the

tender such dispute would be subject to the jurisdiction of the Court within the city of Kerala only.

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REQUEST FOR PROPOSAL – Establishment of Health Help Line Technical Bid: Cover – A

All the documents mentioned in “Pre-qualification criterion and Documents to be submitted” should be put

in a separate sealed envelope and marked as “Technical Bid: Cover – A”.

Financial Bid: Cover - B

Financial Bid should be submitted as per format mentioned below in a separate sealed envelope marked as “Price Bid: Cover – B”:

Name of the company

Complete Address

Service Tax Number

PAN

Expenditure

sl Item Cost in Rs.

1 Hardware and installation charges

2 Call center software and installation

3 CRM Integration

4 Training

5 24 X 365 days Customer Service Support and management

and consultation, AMC

6 Other Cost (Please specify )

Service Tax

Total

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REQUEST FOR PROPOSAL – Establishment of Health Help Line

Annexure A Information of the Bidder

Sl Details Details

1 Name of the Bidder

2 Registration No and Valid Up to

3 Address of the Registered Office

4 Phone No:

5 Fax No:

6 Official Email ID:

7 Year of Establishment

8 Type of Organization (NGOs/Health Providers/Trusts/Govt./Semi Govt/Private/Partnership/organizations)

9 Name & Designation of the Authorized Signatory

10 Contact Person

11 Name:

12 Phone No:

13 Fax No:

14 Official Email ID:

15 Designation

16 Website

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