UNIVERSITY GRANTS COMMISSION TENDER DOCUMENT
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UNIVERSITY GRANTS COMMISSION TENDER DOCUMENT “Selection of an entity for setting up complete infrastructure in UGC South Campus & operation of a contact centre to redress the complaints of Ragging & Racial Discrimination from students of higher education.”.
Transcript of UNIVERSITY GRANTS COMMISSION TENDER DOCUMENT
UNIVERSITY GRANTS COMMISSION
TENDER DOCUMENT
“Selection of an entity for setting up complete infrastructure in
UGC South Campus & operation of a contact centre to redress the
complaints of Ragging & Racial Discrimination from students of
higher education.”.
UNIVERSITY GRANTS
COMMISSION
Bahadur Shah Zafar
Marg, New Delhi – 10002
No. F. 15-2/2021 (ARC)
NOTICE INVITING
ONLINE TENDER
UGC invites online tender in two bid system i.e. Technical Bid and Financial Bid
to establish a Contact Center in the premises of UGC Net Bureau, South
Campus of Delhi University, Benito Jhuarez Marg, New Delhi – 110021
to enable students, parents, and other stakeholders to call a centralized number
to deal with matters concerning Ragging and Ethnic & Racial Discrimination in
higher educational institutions. The Contact Center should provide professional
services to its callers on 24x7x365 basis through all modes of communications.
The tenderers will have to register for participating in tender on
https://mhrd.euniwizarde.com/
Tender documents along-with other required information are available on
UGC‟s website: www.ugc.ac.in under the link “Tenders”. The last date of
submission of tender documents is: 27-09-2021 up to 3.00 pm.
(-----------------------------)
Secretary, UGC
SECTION – I
INVITATION OF BIDS
This invitation of bid is for selection of an entity for setting up complete
infrastructure in UGC South Campus & operation of a contact centre to
redress the complaints of Ragging & Racial Discrimination from students of
higher education across the country.
Background
1. University Grants Commission has a facility for registering
grievances against ragging through contact centre by dialing a toll
free number 1800-180-5522. This number operates 24x7x365.
Contact centre can also receive complaints through an E mail:
2. The contact centre is, currently, managed by a Complaint
Management System that was developed by the University Grants
Commission. It operates on VB.NET/SQL platform. For VOIP it uses
ASTERIX. The system is operational for more than 5 year and it has
been found satisfactory. It is constantly upgraded & modified by
the University Grants Commission.
3. The contract of the existing vendor has come to an end. Therefore,
UGC has floated this tender to find a replacement vendor. The
existing vendor operating the helpline can also apply.
4. This tender pricing will be based on „COST PLUS‟ basis. The vendor
will be refunded actual costs that will be incurred by him on
human resources.
5. The vendor will be paid a fixed percentage of the Human
Resources costs as his fees. To cover his profits & to cover the costs
of „Other services‟ that will be provided by him for successful
operation of a contact centre. Other Services include cost of
Furniture, Air-conditioning, Electricity, Power back up, Computers,
Head Phones, Security, Management Supervision, Office &
cleaning staff etc. Other services will include everything other
than the cost of HR.
6. Contact Center premises will be provided by UGC in south campus.
Area of the premises is 1200 square feet approx. Companies must visit
the Premises before participating in this tender as UGC wants all the
companies to understand the work of Infrastructure setup, layout and
management plan for contact centre setup. Before visiting the premises
companies can contact the concerned person on the details given
above.
7. The University Grants Commission will continue with the existing
phone number & the existing E mail address.
8. The University Grants Commission will continue with the existing
software for the Complaint Management System as described in
Section V.
9. The existing contact centre has two sections. Section 1 deals with
incoming calls for complaints. Section 2 deals with outgoing calls
for compliance of UGC regulations & for updating of data etc.
Software, phone lines & HR for the two sections will not be mixed.
There will be a separate PRI line, a separate Asterix server &
separate custom built software for management of Section 2, i.e., the
outgoing calls facility. The phone lines, the server & the software will be
provided to the vendor by UGC.
10. The Tenderer is advised to study the details of the existing
Complaint Management System given in Section V of this Tender
Document.
11. Marking Scheme for Tender Evaluation Procedures in Schedule 7.
12. The Tenderer is also advised to read the tender document carefully
before submission of tender document. A vendor submitting a
tender would be presumed to have considered and accepted all the
terms and conditions. No enquiry, verbal or written, shall be
entertained regarding acceptance / rejection of the tender.
13. Separate OFFERS (Technical & Financial ) prepared in accordance
with the procedures enumerated in the tender document should
be submitted to University Grants Commission, on the given link
not later than the date and time laid down. Document received by
fax /e- mail will not be accepted.
14. Earnest Money Deposit: All Tenderers must be accompanied by an
interest free earnest money deposit (EMD) of Rupees Fifty thousand
only (Rs. 50,000/-). Tenders submitted without required EMD will
be summarily rejected. The successful Tenderer will be required to
furnish interest free security deposit for Rs. 1,00,000.00 (One lakhs
only) in favour of Secretary, UGC by demand draft. The EMD of Rs.
50,000.00 will be adjusted.
Schedule for Invitation
1. Name of the Client: University Grants Commission (UGC), Bahadur
Shah Zafar Marg, New Delhi. For Visting the premises and to
understand Infrastructure & Layout Plan companies should contact
the concerned Person : Ravi Goswami Mobile No : 9717419500
2. Address at which tender document to be submitted:
https://mhrd.euniwizarde.com//
3. Closing time for submission of filled up tender documents: At:
15.00 Hrs. –Dated 27-09-2021.
SECTION – II
INSTRUCTIONS TO TENDERERS
Introduction
Procedure for submission
1. The tender documents must be submitted through the following
link https://mhrd.euniwizarde.com// .
2. The tender document should be complete in all respect along with
attachments. Every paper of the tender document should be
signed by the Tenderer with seal of the company. Proper indexing
of all the documents is also to be done.
3. Self-Attested copies of valid Registration documents of the firm,
License No., PAN No., balance sheet, I.T. Returns, Earlier job /
work orders etc. shall be enclosed.
4. Printed terms and conditions of the tender document shall not be
considered as forming part of their tender documents. In case
terms and conditions of the contract applicable to this invitation
t o tender document are not acceptable to any service provider,
he should clearly specify deviation in his/ her tender document.
5. University Grants Commission (UGC) holds the rights to accept /
reject any or all the tender document (s) in part or full without
assigning any reason (s) thereof
Cost of Bidding
6. All the cost and expenses incidental to preparation and
submission of the proposal, discussion, presentation, etc. shall be
borne by the bidder and the UGC shall not be responsible in any
way whatsoever, and shall bear no liability whatsoever, on such
cost and expenses, regardless of the conduct or outcome of the
prequalification process.
The Tender Document
Content of the tender document
7. The broad specification of the requirement of services to be
provided by the Contact Centre, the Tender procedures
and the contract terms are prescribed in the Tender Document. In
addition to section I – invitation for Bids, the Tender Document
includes:
a. Instruction to Tenderers (Section –II)
b. General conditions of contract (Section –III)
c. Objectives and scope (Section –IV)
d. Details of the Call Management Software ( Section V )
e. Bid proposal Sheets (Section –VI)
i) Proforma for proposal (Schedule-1)
ii) Proforma for Firm‟s Description (Schedule-2)
iii) Proforma for Firm‟s Experience (Schedule-3)
iv) Technical Compliance Questionnaire (Schedule-4)
v) Proforma for Technical Deviations (Schedule-5)
vi) Description of the Methodology and Work Plan
for performing the Assignment (Schedule-6)
vii) Marking Scheme for Tender Evaluation Procedures
(Schedule-7)
viii) Proforma for Deviations (Schedule-8)
ix) Proforma for Price Schedule (Schedule-9)
For Information about University Grants Commission, Tenderers are
requested to refer to the UGC website: www.ugc.ac.in
8. The Tenderer is expected to examine all instructions, form, terms
and specifications in the Tender Document. Failure to furnish all
information required in the Tender Document or submission of a
bid not substantially responsive to the Tender Document in every
respect will be at the Tenderer‟s risk and may result in the
rejection of the bid.
Amendment in the Tender Document
9. At any time prior to the last date of receipt of bids, UGC, may, for
any reason, whether at its own initiative or in response to a
clarification requested by a prospective Tenderer modify the Tender
Document by an amendment & same will be posted on UGC's
website under the link “Tenders”.
10. In order to offer reasonable time to prospective tenderers for
taking the amendment into account in preparing their bids, the
UGC may, at its discretion, extend the last date for the receipt of
bids. Extension in last date of submission of bids will be published
on the UGC website under the link “Tenders”.
Documents comprising the Bids
11. The Technical Bid must comprise:
a. Bid proposal sheets (scanned copy) duly filled in and signed and
complete in all respects along with filled up check-list.
b. Qualifying data duly filled in as per relevant Schedule 2 , 3 & 7
provided in the Bid Proposal Sheets along with documentary
evidence to establish, that the Tenderer is eligible to Bid and is
qualified to perform the Contract, if its Bid is accepted.
c. Earnest Money Deposit (EMD).
d. Proposed methodology for undertaking Task as described in
Schedule 6.
e. Photocopy of Letter of awards to establish eligibility as per the
provisions laid in the tender document.
12. Commercial Bid must comprise
a. Bid price in terms of percentage of the cost of Human
Resources, duly filled, signed and complete as per the Price
Schedule ( Schedule 9 )
b. One Time cost for setting up the Infrastructure ( Schedule 9 ).
c. Deviations, if any, from the terms and conditions and
specifications as specified in the Bidding Documents.
(Schedule 8)
Firm Prices
13. Prices quoted must be firm and final and shall remain applicable
throughout the period of the contract. Prices shall be indicated in
Indian Rupees only. Prices quoted shall be inclusive of all
charges.
Payment will be subject to TDS, if any Service Tax and E. Cess thereon
will be paid as per prevailing rates.
Payment Terms
14. In consideration of the services performed by the Tenderer under
this contract, UGC shall make to the Tenderer such payments and
in such manner as provided in this clause.
a. The payments will be made on „COST PLUS‟ basis. Which
means the vendor will pay salary & other entitlements to the
staff & then claim reimbursement from UGC on actual
payment basis.
b. UGC will make payment for the toll-free number (1800-180-
5522) to MTNL/BSNL.
c. UGC will make p a y m e n t for a separate phone connection for
section 2 (outgoing facility).
d. UGC will make payment for a leased internet line connection.
e. The vendor will arrange CCTV Cameras in the premises with
sufficient backup at its own cost.
f. For release of these payments, the tenderer shall present pre-
receipted bills in triplicate along with supporting documents
for the payments due to him. No advance payment will be
made.
15. All the payment due to the Vendor will be made within 30 days of
submission of bill to the UGC.
Eligibility Criteria
16. The Tenderer must be a company registered in India under the
Companies Act, 1956. The entity must be registered with all
necessary commercial tax and service tax authorities.
17. The Tenderer must be a profit making company with an annual
turnover of not less than Rupees (INR) 1 Crores (One crores) for
each of the previous 2 (two) financial years. Out of this a turnover
of at least Rupees Fifty Lakh must be from call Centre business in
each financial year.
18. The Tenderer signing the tender must enclose relevant
documentation in shape of affidavit or power of attorney in
respect to his position in the company.
19. All taxes and duties must be indicated clearly and separately.
Tenders that will say vaguely taxes “as applicable” etc. will be
summarily rejected.
20. The Tenderer shall be an Indian Company.
21. The Tenderer should also fulfill other eligibility criteria as specified in
Schedule-4.
Tenderer Qualification
22. The “Tenderer” as used in the tender documents shall mean the
company, which has responded to UGC‟s tender notice.
23. It is further clarified that the individual signing the tender or other
documents in connection with the tender must certify whether he
signs as:
a. Constituted attorney of the firm, if it is a company & is
registered in India under Company‟s Act.
Earnest Money Deposit (EMD)
1. The Tenderer shall furnish as part of its bid, an EMD (Interest free)
of Rs. 50,000.00 (Rs. Fifty Thousand only) through online mode. The
Banking details are given as under. Any bid not secured in
accordance with the provisions of the tender document will be
rejected by the UGC as non-responsive.
Beneficiary Name: The Secretary, UGC Bank Name : Canara Bank, UGC Branch A/C No. 8627101000348 IFSC: CNRB0008627
2. Unsuccessful Tenderer‟s EMD will be discharged /returned.
3. The successful bidder shall be required to furnish interest free
security deposit for Rs. 1,00,000.00/- (Rs. One lakh) in the form
of Pay Order/ Demand Draft in favour of Secretary, University
Grants Commission, payable at New Delhi. No interest will be
payable by the UGC on the amount of EMD.
4. The UGC may forfeit EMD:
a. If a Tenderer withdraws its bid during the period of bid
validity specified by the Tenderer in the bid; or
b. In the case of a successful tenderer, if the Tenderer fails to
sign the contract and furnish performance security.
Period of Validity of Bids
5. Bids shall remain valid for 180 days after the date of opening of
technical bids prescribed by UGC. A bid valid for a shorter period
may be rejected by UGC as non-responsive.
6. In exceptional circumstances, UGC may solicit the Tenderer‟s
consent to an extension of the period of validity. The request and
the responses there to shall be made in writing. The validity of
EMD shall be suitably extended. A Tenderer may refuse the
request without forfeiting its EMD. A Tenderer granting the request
will not be required nor permitted to modify its bid.
Local Conditions
7. It will be imperative on each Tenderer to fully acquaint himself
with the local conditions and factors which would have any effect
on the performance of the contract and / or the cost.
Opening of Bids by the UGC
8. The technical bids will be opened & evaluated by a committee,
formed for this purpose.
Clarifications
9. When deemed necessary, the UGC may seek clarifications on any
aspect from the Tenderer. However, that would not entitle the
Tenderer to change or cause any change in the substance of the
tender submitted or price quoted.
10. UGC, may, if so desired, ask the Tenderer to give presentation /
speak online / give live sample demonstration on short notice for
the purpose of clarification of the tender. All expenses for this
purpose, as also for the preparation of documents and other
meetings, shall be borne by the Tenderers.
Evaluation and Comparison of Bids
11. UGC will evaluate the technical bids to find out the eligibility,
technical suitability and competence of a Tenderer to perform the
contract.
12. After technical bids are opened and evaluated; a list of short listed
Tenderers will be prepared.
13. The commercial bid with reference to the evaluated technical
bids shall be evaluated to select a Tenderer for the award
contract.
Contacting UGC
14. No Tenderer shall contact UGC or any officials /staff regarding
matter relating to its bid, from the bid opening to the time the
contract is awarded. If any clarifications are required, U G C will
communicate to the tenderer at appropriate contact / address
details mentioned in bid.
15. Any effort by a Tenderer to influence UGC‟s bid evaluation, bid
comparison or contract award decisions may result in the
rejection of the Tenderer bid forfeiting the EMD.
Notification of Award
16. UGC will notify the successful Tenderer in writing by registered
letter and / or fax, E-mail to confirm that its bid has been
accepted. Upon successful Tenderer‟s furnishing of EMD, UGC will
promptly notify each unsuccessful tenderer and will discharge its
EMD.
Signing of the Contract
17. The UGC will send the Contract form to the selected tenderer
incorporating all agreements between the parties. Within 15 days
of receipt of the Contract form, the successful Tenderer shall sign
with date the Contract and return it to the UGC. Security deposit
(interest free) of Rs. 1,00,000/- will have to be deposited by the
successful bidder in the form of demand draft or pay order. EMD
of Rs.50000/- will be adjusted.
SECTION – III
GENERAL CONDITIONS OF CONTRACT
Definitions
1. In this Contract, the following terms shall be interpreted as
indicated:
a. “Secretary means Secretary (UGC) or any other representative
authorized by the Secretary (UGC).
b. The “UGC” means the University Grants Commission,
Government of India.
c. The “Contract” means the agreement entered into between the
UGC and the Tenderer as recorded in the Contract form
signed by the UGC and the Tenderer including all
attachments and annexure there to and all documents
incorporated by reference therein.
2. The “Tenderer” means the person or the firm or the company with
whom the order f o r “Implementation, Maintenance of A n t i
Ragging Grievances Management System through a contact
center placed and shall be deemed to include the tenderer‟s
successors, authorized representatives (approved by the UGC),
heirs, executors, administrators and permitted assignees, as
the case may be, unless excluded by the terms of the contra ct.
3. The “ Contract Price” means the price payable to the tenderer
under contract for the full and proper performance of its
contractual obligations;
4. “Acceptance of Tender” means the letter/telex/ telegram / fax or
any memorandum communicating to the Tenderer the acceptance
of its tender and includes an advance acceptance of its tender.
5. Tender document referred as document and both mean one and
the same thing.
6. The word “Task” means work required to be carried out in
specified time details.
7. Seat means a person working for 8 hours in a day.
8. Shift means working for 8 hours in a day.
Standard of performance
9. The Tenderer shall perform the services and carry out its
obligations under the Contract with due diligence, efficiency and
economy, in accordance with generally accepted techniques and
practices used in the industry and with professional engineering
and consulting standards recognized by international
professional bodies and shall observe sound management,
technical and engineering practices. It shall employ appropriate
advanced technology and safe and effective equipment, machinery,
material and methods. The Tenderer shall always act, in respect of
any matter relating to this contract, as faithful advisors to UGC and
shall, at all times, support and safeguard UGC‟s legitimate interests in
any dealings with third parties.
10. UGC shall have the right to ask for the replacement of any person
of the company, who is not found to be competent and orderly in
the discharge of his duties from the project.
Use of Contract Document and Information
11. The Tenderer shall not, without UGC‟s prior written consent,
disclose the contract, or any provision thereof, or any
specification, plan, pattern, sample or information furnished by or
on behalf of UGC in connection therewith, to any person other
than a person employed by the Tenderer in the performance of
the contract. Disclosure to any such employed person shall be
made in confidence and shall extend only as far as may be
necessary for purposes of such performance.
12. The Tenderer shall not, without the purchaser‟s prior written
consent, make use of any document or information of the
contract except for purposes of performing the contract.
Contract Amendments
13. No variation in or modification of the terms of the contract shall
be made except by written amendment signed by both the
parties i.e the tenderer and the UGC.
Assignment
14. The tenderer shall not assign, in whole or in part, its obligations
to perform under the contract, except with the UGC‟s prior
written consent.
15. Once the work is awarded, the subletting or sub-contracting of
the job in part or in full shall not be allowed. The company shall
not engage any sub- contractor or transfer the contract to any
other person in any manner. The company shall not be permitted
to transfer their rights and obligations under the contract to any
other organizations or otherwise.
Delays in the Tenderer’s Performance
16. Performance of the Contract shall be made by the Tenderer in
accordance with the time schedule specified by the UGC.
17. An unexcused delay by the Tenderer in the performance of its
contract obligations shall render the Tenderer liable to the
following sanctions.
18. Termination of the Contract for default: If at any time during
performance of the contract, the tenderer or its Sub- contractor
should encounter conditions impeding timely completion of
the services under the contract and performance of services,
the tenderer shall promptly notify UGC in writing of the fact of
the delay, its likely duration and its causes. As soon as
practicable, after receipt of the tenderer‟s notice, UGC shall
evaluate the situation and may at its discretion extend the
tenderer‟s time for performance, in which case the extension shall
be ratified by the parties by amendment of the contract.
19. Termination for Default: UGC may, without prejudice to any
other remedy for breach of contract, by written notice of default
sent to the Tenderer, terminate the contract in whole or in part if:
a. The Tenderer fails to deliver any or all of the obligations within
the time period specified in the contract, or any extension
thereof granted by the UGC or
b. The Tenderer fails to perform any other obligations under the
contract.
Force Majeure
20. The Tenderer shall not be liable for forfeiture of its performance
security, liquidated damages or termination for default, if and to
the extent that, its delay in performance or other failure to
perform its obligations under the contract is the result of an event
of force majeure.
21. For purposes of this clause, “ Force Majeure” means an event
beyond the control of the tenderer and not involving the tenderer
and not involving the tenderer‟s fault or negligence and not
foreseeable. Such events may include, but are not restricted to,
acts of the UGC either in its sovereign or contractual
capacity, wars or revolutions, fires, epidemics, floods,
quarantine restrictions and freight embargoes.
22. If a force Majeure situation arises, the Tenderer shall promptly
notify the UGC in writing of such conditions and the cause
thereof. Unless otherwise directed by the UGC in writing, the
Tenderer shall continue to perform its obligations under the
contract as far as is reasonably practical, and shall seek all
reasonable alternative means for performance not prevented by
the Force Majeure event. The UGC may terminate this contract, by
giving a written notice of minimum 30 days to the tenderer, if as a
result of force Majeure the tenderer being unable to perform a
material portion of the services for a period of more than 60 days.
Termination for Insolvency
23. The UGC may at any time terminate the contract by giving
written notice to the Tenderer, if the Tenderer becomes bankrupt
or otherwise insolvent, provided that such termination will not
prejudice or affect any right of action or remedy which has
accrued or will thereafter to the UGC.
Termination for Convenience
24. The UGC by written notice sent to the Tenderer, terminate the
contract, in whole or in part any time for its convenience. The
notice of termination shall specify that termination is for the
UGC‟s convenience, the extent to which performance of work
under the contract is terminated and date upon which such
termination becomes effective.
Normal Case
25. Each party of the agreement may terminate the contract by
giving one month notice indicating reasons for so doing
subjected to the provisions given hereunder:
26. The University Grants Commission shall notify the Company, if it
considers that the company is not discharging its obligations
under the contract. In the event, the company does not respond
to such notice within 30 days, UGC may deem the contract
terminated.
Special Case
27. In case of termination of contract by the University Grants
Commission, Company shall be entitled to receive the
remuneration due for the services rendered up to the date of the
termination and reimbursement in full for such cost as have
been properly incurred prior to that date, as per the price
schedule.
28. In case of termination of contract by the University Grants
Commission they shall not pay for the rejected services or the part
thereof, after the last approved stage of payment. Advances, if
any, after the last approved stage of payment will be recovered
by the University Grants Commission or
adjusted the payments to the company.
29. The company will provide all information and material to the new
vendor under the supervision of UGC to ensure that Call Center
services offered by government are not disrupted. Non-co-
operation or undue delay in providing requisite help /
information will be sufficient for the government to forfeit all
pending payments and performance bank guarantee. This will
also be applicable when the present contract comes to end on it
completion and a new vendor other than the company gets
selected for providing these services.
Arbitration
30. UGC and the Tenderer shall make every effort to resolve amicably
by direct informal negotiations, any disagreement or disputes,
arising between them under or in connection with the contra ct.
31. If, after 3 0 days from the commencement of such direct
informal negotiations, the UGC and the Tenderer have been
unable to resolve amicably a contract dispute, either party may
require that the dispute be referred for resolution to the formal
mechanism.
Applicable law
32. The contract shall be interpreted in accordance with the Indian laws.
Notices
33. Any notice by one party to the other pursuant to the contact,
shall be sent in writing by Email and confirmed in writing to the
address specified for that purpose in the contract.
34. A notice shall be effective when delivered or on the notice‟s
effective date, whichever is later.
Deductions
35. Payments shall be subject to deductions of any amount for which
the tenderer is liable under the agreement or any statutory dues
payable to any Govt. agency or Court of law etc.
Period of Contract
36. The contract will be awarded initially for One years from the
date of signing of agreement, which can be extended on the
basis of evaluation of performance on yearly basis with mutual
consent.
Performance Evaluation Reports
37. The company will provide weekly MIS Reports on the following:
CALLS
ANSWERED
ABANDONED
CALLS OR
RATE
SERVICE LEVEL
AVERAGE
SPEED OF
ANSWER
TURNAROUND
TIME
SCHEDULE
ADHERENCE
AVERAGE TALK
TIME
CUSTOMER
SATISFACTION
SYSTEM
UTILIZATION
AVERAGE WRAP
– UP TIME
HIT RATE SYSTEM
AVAILABILITY
NO. OF AGENTS
SHIFT WISE
CALLS
COMPLETED
ON FIRST
CONTACT
CALLS NOT
COMPLETED
SPECIFIED TIME
MIS REPORT
WILL BE
AVAILABLE
ONLINE
PENDENCY OF
GRIEVANCE
WITH VARIOUS
INSTITUTIONS
BOTH TOTAL
AND PENDING
GRIEVANCE
DISPOSED IN
TIME, PENDING
BEYONG TIME.
38. All application data (including all entries in all relevant databases
in use by the tenderer for completion of this assignment), plans,
reports and other documents prepared by the Tenderer in the
execution of the contract shall become and remain the property
of the UGC, and before termination or expiration of this contract
the Tenderer shall deliver all such documents to the UGC.
39. Documents supplied by the Tenderer will be the property of UGC.
Tenderer's Personnel
40. The Tenderer shall employ and provide such qualified and
experienced personnel as are required to perform the services
under the contract.
Time Limit for the Contact Centre to be Operational
41. The UGC would require the vendor to make the contact centre
operational with the specifications provided within 60 days of the
award of Contract.
SECTION-IV
EXPECTATIONS FROM THE VENDOR
Expectations
1. The vendor will provide
a. Highly motivated phone operator staff that can speak in Hindi &
in English. Some operators, at least one operator per shift, will
be able to speak other regional languages.
b. Highly experienced & motivated management & supervisory
staff comprising 1 manager, 3 supervisors & 25 operators.
c. Fresh set of 25 computers with LCD screens & licensed software
comprising operating system of a version higher than the
Windows 10 & a compatible version of MS Office. All systems
must have good quality sound cards & good quality head phones
for professional/ Contact Centre use. A licensed Anti-Virus must
be installed in all computers & all servers at all times.
As an example computers of the following configuration or
equivalent will be considered suitable: Intel® core i7, Ram 8 GB,
Hard Disk 500 GB, Operating System Window-10, office 2010.
d. Fast internet connectivity of at least 5 mbps through a leased
line. The lease line costs will be paid by UGC on actual cost
basis.
e. Provide 8 CCTV cameras functional with DVR facility for one
month storage at its own cost.
f. One full time hardware networking & maintenance personnel.
g. Operate 25 seats per day, in Section 1 & 2,(i.e. the incoming call &
Outgoing Call section), in shifts with one supervisor in each shift.
h. The Manager (1 person) must be a graduate with at least 5 years
of experience of working in a supervisory capacity in a contact
centre. Qualifications/Experience can be relaxed for an
exceptional candidate. He /She should have good knowledge
of English & Hindi. Knowledge of additional Indian language
would be preferred. Manager will be available during the day shift
but should be available for consultation at any time of
the day or night.
i. Supervisors (3 in number) must be graduates with at least 3-4
years of experience of working in a supervisory capacity in a
contact centre. Qualifications/Experience can be relaxed for an
exceptional candidate. He /She should have good knowledge of
English & Hindi. Knowledge of additional Indian language would
be preferred.
j. Call receiving operators must be at least class 12 pass out with
one year of experience of working in a contact centre.
Qualifications/Experience can be relaxed for an exceptional
candidate.
k. Out calling operators must be graduates with exceptional
communicational skills. These operators will work only between
Monday to Friday (9 to 5), i.e., for one shift only. There will be no
shift supervisor for out calling call operators. Section2, i.e., the
out calling section will work under direct supervision of the
Manager.
2. The number of operators (incoming as well as outgoing) may
increase or decrease depending upon traffic of inbound calls &
the requirements of out calling. The call centre should have
flexibility to increase or decrease the numbers on a short notice.
3. The Vendor will provide the necessary training to staff. For
training on the Call Management Software the vendor will take
help from the Monitoring Agency but the responsibility of
training will remain that of the Vendor.
4. The vendor will work in close cooperation & close consultation
with the Monitoring Agency.
5. The Vendor will comply with the Health & Safety guidelines of
the Government of India. The Vendor will comply with the
Minimum wages guidelines of the Government of India. The
Vendor will provide all compulsory benefits to its employees
including one paid off after six working days & one casual leave
every month.
Resources
6. The company should have expertise in recruiting right type of
resource for the project. The Company should comply to the
following
a. Best Practice Recruitment Methods
b. Language Skills and Resource Trainings as and
when required
c. Employee remuneration and benefits
d. Politeness & patience to respond /satisfy caller queries
e. Legislation
i) Employee Laws
ii) Consumer protection
iii) Data Protection
iv) Telephony Protection(restrictions if any)
v) Monitoring Practices (in regard for privacy)
7. The company will have to arrange required equipment &
manpower to run the call Centre uninterrupted with all
requisite redundancy arrangement. The University Grants
Commission will not provide any equipment or manpower to
manage the centre.
Other Responsibilities
8. The vendor would fulfill all statutory obligations towards his
employees like payment of PF, ESI and Bonus Act etc.
9. The UGC shall have the right to ask for the replacement of any
person of the company, who is not found to be competent and
orderly in discharge of his duties.
10. Company will have to submit a monthly MIS reports to the
University Grants Commission or any other agency deployed by
the UGC. This report should reach the UGC by the 1st week of the
next month failing which the UGC reserves the right to impose a
penalty equal to 5% of that month‟s bill.
Call Centre Software
11. The Call Centre software will be provided to the Vendor by UGC.
The upgrade & maintenance of the software will be the
responsibility of UGC. The description of the Software is given in
Section 5.
EXIT MANAGEMENT
Purpose
12. This Schedule sets out the provisions which will apply on expiry
or termination of the Agreement, the Project Development,
Implementation, Operation and Maintenance.
13. In the case of termination of the agreement, the Project
Implementation, Operation and Maintenance and due to
illegality, the Parties shall agree at that time whether, and if so
during what period, the provisions of this Schedule shall apply.
Employees
14. Promptly on reasonable request at any time during the exit
management period, the Operator shall, subject to applicable
laws, provide to Anti- Ragging Cell, University Grants
Commission a list of all employees specifically mention the
change of employee (with job titles) of the Operator dedicated
for providing the services at the commencement of the exit
management period;
15. To the extent that any Transfer Regulation does not apply to any
employee of the Operator, University Grants Commission, or its
Replacement Operator may make an offer of employment or
contract for services to such employee of the Operator and the
Operator shall not enforce or impose any contractual provision
that would prevent any such employee from being hired by
University Grants Commission or any Replacement Operator.
Transfer of certain agreements
16. On request by University Grants Commission, the Operator shall
effect such assignments, transfers, novation‟s, licences and
sub-licences as University Grants Commission may require in
favour of University Grants Commission, or its Replacement
Operator in relation to any equipment lease, maintenance or
service provision agreement between Operator and third party
lessors, vendors, or Operator, and which are related to the
services and reasonably necessary for the carrying out of
replacement services by University Grants Commission, or its
Replacement Operator.
Rights of Access to premises
17. At any time during the period, where Assets are located at the
UGC premises, the Operator will be obliged to give reasonable
rights of access to (or, in the case of Assets located on a third
party's premises), procure reasonable rights of access to
University Grants Commission, and/or any Replacement
Operator in order to make inventory of the asset or Assets.
18. The Operator shall also give University Grants Commission,
or any Replacement Operator right of reasonable access to the
Operator‟s premises and shall procure University Grants
Commission and any Replacement Operator rights of access
to relevant third party premises during the exit management
period and for such period of time following termination or expiry
of the Agreement as is reasonably necessary to migrate the
services to University Grants Commission, or a Replacement
Operator.
General Obligations of the Vendor
19. The vendor shall provide all such information as may
reasonably be necessary t o effect as seamless a handover
as practicable in the circumstances to University Grants
Commission or its replacement vendor and which the vendor has
in its possession or control at any time during the exit
management period.
20. For the purposes of this schedule, anything in the possession
control of any vendor-associated person, or consortium partners
is deemed to be in the possession or control of the vendor.
21. The vendor shall commit adequate resources to comply with its
obligations under this Exit Management Schedule.
Exit Management Plan
22. The vendor shall provide University Grants Commission with a
recommended exit management plan ("Exit Management Plan")
which shall deal with at least the following aspects of exit
management in relation to the Agreement as a whole and in
relation to the Project Development, Project Implementation, the
Operation and Maintenance.
23. A detailed programme of the transfer process that could be used
in conjunction with a Replacement vendor including details of
the means to be used to ensure continuing provision of the
services throughout the transfer process or until the
cessation of the services and of the management structure
to be used during the transfer; and plans for the communication
with such of the vendor‟s Consortium Partners, staff, suppliers,
students and any related third party as are necessary to avoid
any material detrimental impact on University Grants
Commission operations as a result of undertaking the transfer;
and (if applicable) proposed arrangements for the segregation of
the Operator's networks from the networks employed by
University Grants Commission or the Replacement vendor and
identification of specific security tasks necessary at termination;
and plans for provision of contingent support to Anti Ragging
Cell, University Grants Commission, and/or the Replacement
Vendor for a reasonable period after transfer for the purposes of
providing service for replacing the Services.
24. The vendor shall re-draft the Exit Management Plan annually
thereafter to ensure that it is kept relevant and up to date.
25. Each Exit Management Plan shall be presented by the Vendor to
and approved by University Grants Commission and its nominated
agencies.
26. The terms of payment as stated in the Terms of Payment
Schedule include the costs of the Vendor complying with its
obligations as detailed above.
27. In the event of termination or expiry of Agreement, the Project
Development, Project Implementation, Operation and
Maintenance, an agency appointed by the University Grants
Commission will suitably revise the existing Exit Management Plan
if provided by the vendor. The agency will cover all issues
related to scope, effort and the overlap during the transition
period. The vendor will assist and cooperate with the agency in
finalizing such Exit Management Plan. This Exit Management
Plan upon being accepted by the University Grants Commission
shall be implemented and each Party shall comply with the
terms and conditions of this Exit Management Plan.
28. During the exit management period, the vendor shall deliver the
Services in a peaceful manner.
29. Payments during the Exit Management period shall be made in
accordance with the Terms of Payment Schedule.
30. This Exit Management plan shall be furnished in writing to
University Grants Commission within 30 days from the Effective
Date of this Agreement.
SECTION-V
CONTACT CENTRE MANAGEMENT SOFTWARE
1. The National Help Line for Anti Ragging & Anti Racial
Discrimination comprises the following stages and/or Desks.
i. Desk 1: Registration.
ii. Desk 2: Pre Submission Processing.
iii. Desk 3: Follow up.
iv. Desk 4: Monitoring, Training & Technical Support
v. Desk 5: Regulatory Intervention
vi. Desk 6: Data Procurement & Management
vii. Desk 7: Research & Reporting.
2. Desk 1: Registration: The first step is the registration where
an operator is in contact with the complainant. If the
situation is a Non- Emergency but never-the-less serious/
very serious in nature then the operator will inform his/her
supervisor and manager through phone & e- mail. A log
file will be created in the system with details of the
complaint. If the situation is not serious than simply a log file
will be created in the system with details of the complaint.
3. If the caller is enquiring about an existing complaint then
operator is able to provide the status of his/her complaint
by looking at the log of his case.
4. Desk 2: Pre Submission Processing: After the complaint
information is logged in by the Operator it is processed, by
the Shift Supervisor. The Supervisor will replace the real
name of the WID by a fictitious case name. The Supervisor
will edit the text written by the operator & make it
understandable. The supervisor will assign the type of
Ragging that was done etc. Then the supervisor will contact
the college authorities on phone by searching for their
phone numbers from the web. The supervisor will also
inform the nearest police station. Both the college
authorities & the police station are sent a copy of the
complaint by E mail.
5. If the complainant does not want his/her identity to be
disclosed the information is forwarded without the name &
contact details of the complainant.
6. The supervisor records when to follow Up on a given case
has to be made. For instance if it is to be followed up in 3
hours or in one day or in a week etc.
7. Desk 3: Follow up: After initial communication with college
authorities is done by the Shift Supervisor the follow up is
done by the Manager. The Manager can close t h e case
after taking consent from the complainant. The Manager
can discuss the case with the College Authorities on behalf of
the Complainant. The Manager will not sit in judgment in
any case. The Manager will only insist on following the
prescribed procedure set out by UGC regulations.
8. If the case is not resolved to the satisfaction of the
complainant The Manager escalates the case to the
Monitoring Agency for further action in terms of advice,
second opinion or follow up by the Monitoring agency itself.
9. The responsibility of bringing a case to its logical conclusion
is that of the Manager. He / She has an important role. He
/she also advises the shift supervisor at the time of
preparing the case. He/she is fully responsible for
functioning of the contact centre.
10. Desk 4: Monitoring, Training & Technic al Support: This Desk
is the Kernel, Nucleus, Kingpin of the National Ragging
Prevention Program. This Desk maintains uniform & high
standard of call centre performance. The Desk is responsible
for ensuring success - come what may?
This Desk has a role to play at every stage;
(i) At the time of setting up,
(ii) In Software Development ,
(iii) Training of staff
(iv) Supervision or performance of the Call Centre Staff
(v) Ensuring efficiency & ease of operations,
(vi) Awareness campaigns
(vii) Data procurement & management
(vii) Research & Reporting. The details are given in Table 1.
11. Desk 5: Regulatory Intervention: Roughly 70% of cases are
resolved satisfactorily between the Contact centre & the
Monitoring Agency. The remaining 30% cases are those
cases where (i) Either the complainant is not happy with the
action taken by the college or (ii) the college authorities are
not cooperating with the Contact Centre. Such cases are
escalated to the University Grants Commission for
intervention.
12. There is an ONLINE management system set up in the UGC
premises for UGC to act on the cases that have been
escalated to UGC. Any action, in terms of writing a letter,
phone calls etc. Will be logged into the case file of the
complaint. The case file, of course, is visible to the
Complainant.
13. Desk 6: Data Procurement & Management: The Monitoring
Agency is responsible for archiving data in a
systematic manner to be made available to any authorized
person or a body who might want to study those cases. The
Monitoring Agency is also responsible for creating the
contact data base of colleges & universities. A data base
of contacts of students & parents is also being created by
processing ON LINE affidavits.
14. Desk 7: Research & Analysis: A number of different kinds of
reports are generated from the data. Some are placed on the
web for public access. Some are for internal use to improve
the management of the Help Line. Some are available only
to authorized personnel etc.
Table-1
The Role of Desk 4, The Monitoring Agency in setting up & operating the
National Help Line for prevention of Ragging & Racial Discrimination.
Type of
Service
Details of services
The Agency shall
1 At the
setting up
stage :
i. Set up the Digital EPBX for connectivity between
the toll free number 18001805522 & Digital PRI
line.
ii. Set up “Remote Location Systems” in UGC & in the
office of the Monitoring Agency or its employees.
2 Software: i. Provide the Call Centre Management Software.
ii. Provide outcalling centre‟s management software.
iii. Provide affidavits management & processing
software.
iv. Provide software for connectivity with the
www.antiragging.in & Monitoring Agency web
sites.
v. Provide software for data management,
awareness campaigns & research.
vi. Maintain & upgrade the software systems
described above.
vii. Maintain the Digital EPBX software & the Remote
Location Software & update & upgrade them.
3 Training: i. Provide training to the Call Centre staff on use of
software & on the standard operating procedures.
4 Supervision. i. Watch the work of the Call Centre staff to ensure
that the call centre staff is working properly.
ii. Provide advice & consultation to Call Centre
Supervisors & Managers.
iii. Provide Advice & consultation to
University Grants Commission.
5. Efficiency &
Ease of
Operations.
i. Update The Decision Support Systems & plans
of operations & Phone & E mail Directories on
regular basis to ensure accuracy & ease of
operation.
ii. Develop case files for presentation to
Government officials & to Committees that will
be authorized to intervene.
iii. Follow up on the intervention orders made by
these committees.
6. Awarenes
campaign
s
i. Create a data base of E-mail‟s from the affidavits
& send awareness mails on these e mails on daily
basis.
7 Data
Management
i. Archive & process data collected by the help line.
ii. Place log file of each complaint on the
www.antiragging.in web site & Monitoring Agency
web sites.
iii. Download & process the affidavits data to create
a data base of Email contacts of students & their
parents.
iv. Create & update a data base of contact details
of colleges & universities.
v. Create and update a data base of self-declaration
of
compliance by colleges & universities.
8. Research &
Reporting
i. Make data & results available to authorized
government & non governmental bodies.
ii. Maintain a web site where data, news, information
etc. will be available on real time basis.
CALL CENTRE MANAGEMENT SOFTWARE
15. The Success or failure of the Contact Centre depends upon
how good or bad the Contact Centre Management Software
is ? The one that exists for the Ragging & Racial
Discrimination help line is quite comprehensive & very good.
It is packed with features such as
a. Case Log with Automatic Digital Recordings.
b. Seamless Telephony, Email, SMS, Letter writing
Facility
c. Incoming Mail Management System
d. Case Management system
e. Remote Access Facility
f. Etc.
16. The Monitoring Agency has designed this software. It
incorporates the work of all the 7 Desks that have been
listed above or the listing that is given in Table 1. Special
features of the software & its look & feel is as below.
17. Case log with automatic digital recording: A case log is a log
file of all conversations and /or communications related to
the case. Every conversation on phone gets recorded. Hyper
link to voice files of conversations are printed at the end of
each conversation. Hyper link to an attachment is printed at
the end of each communication. An example is in Figure 1.
A case log file of any case in the Ragging Help Line can be
seen on the following hyper link
http:// www.amanmovem ent.org/reports.php by
clicking on the extreme left column which says – “
View the Log”. The details are visible only when one has a
password.
Figure 1.
A truncated copy of a case log file with hyperlinks to attachments & Voice
files.
Atta chments :
Attachmen
t1Attachm
ent2
Date: 2014-06-11 11:49:54
Title: Phoned the college authorities
Description: PHONE:9800xxxxxxx
NAME :Call Operator
CALL STATUS :Successful
Phone Conversation Details: We called him and she gave
the n u Operator's Remarks:
VoiceFile: Download or Listen VoiceFile
Date: 2014-06-11 11:19:18
Title: Case name allotted
Description: CASE NAME ALLOTED : AAMUKTAMALYA
Date: 2014-06-11 11:13:54
Title: Basic Complaint Details
Description: Three guys namely
ABC
18. Seamless Telephony, E mail, SMS &Letter Writing
Facility: A person who is on the system whether he/she is a
front desk operator or the supervisor or the manager or an
external consultant will be able to make a phone call by
double clicking on a number on the screen. By clicking on the
E mail button an E mail screen will pop up where the person
can write an E mail and send it. Similarly a letter can be written
on a letter screen which will pop up by clicking on the button
that says write a letter.
19. An example of these screens is given selected Screen
Shots of the Call Centre in annex – 1 to this section.
20. This is a very useful facility for efficiency. An operator
does not have to leave the system or the screen on which he
/she is working to write a letter or to make a phone call. The
conversation held on the phone will automatically get logged
in the log file of the case in hand. The e mail sent will
automatic ally be logged in the log file. A letter can be
ABC & DEF
all doing their civil engineering belonging to third year (going to pursue
4th y with Junior Girls. They are rude & nasty.
Note : The principal must keep a watch on these boys. Best
wishes,
printed on proper letter head &the contents will get logged
in the case log.
21. Incoming Mail Management System: Many E mails come in
the call centre. The incoming mail management system has
been designed to receive all these mails at one place like a
central sorting office. Screens shots are in annex – 1. If an E
mail contains, either in the body of the mail or in the title of
the mail the complaint number then that mail will be
automatically allocated to the log file of that case. If the
body of the mail or the title does not contain the reference
number then an operator will open the mail, read it &assign
it manually to its location.
22. Case Management System &Secrecy: Each case must be
managed by making a proper submission of the case file to
the concerned college. And then there must be a regular
and timely follow up on each case. Given that a call centre
will be handling a large number of cases it is therefore
essential that there is a disciplined way of managing each
case.
23. There are screen shots in annex – 1 that show the screen of
follow up manager. All those cases for which follow up must
be done on a given day will appear on top of the table.
Emergency cases will appear, colour coded, separately.
Cases for which some correspondence has been received
will be colour coded separately. The Manager c an change
the priority order of case s. He /She can close some cases.
Seek advice on others etc.
24. Sometimes a complainant wants to lodge a complaint
anonymously &at times the complainant does not want his/
her identity to be revealed. The system allows for changes
in names. Real names will be replaced by fictitious names.
Hundreds of names will appear on the screen from which
the operator can choose one name. The case will be known
from the Case name – which is a fictitious name. There is a
facility to edit the text recorded by the operator to ensure
that the name of the victim does not appear anywhere in
the text. The screen for replacement of a name is included in
the screen shots in annex – 1.
25. Remote Access Facility: When we deal with a case in the
contact centre then all conversations &communications
get recorded on a log file. But many cases are deal with by
the Monitoring Agency &by the UGC. We record all
communications and conversations that they do with
respect to a case in our system. These communications
appear in the log file of the case. This is what is meant by
Remote Access Facility. This is achieved by connecting an
ordinary windows based computer to a voice modem. Some
screenshots of remote access facility at the Monitoring
Agency &at UGC are given in annexes 2 & 3respectively.
26. Reporting: The system creates a set of reports. An example
is given as in Table2.
Table 2
Distribution of Complaints received by the Ragging Help line, State wise
& Year Wise.
State
20x
x
20x
x
20xx
20x
x
20xx
Up to
7th
Oct.
20xx
Total
Uttar Pradesh 64 105 120 85 94 58 526
West Bengal 43 54 89 38 81 43 348
Madhya Pradesh 40 33 37 32 80 53 275
Orissa 36 41 5
4
44 71 27 273
Maharashtra 9 30 40 15 27 30 151
Rajasthan 18 15 3
2
19 39 23 146
Tamil Nadu 17 20 33 17 32 26 145
Bihar 10 15 2
7
27 33 29 141
Kerala 8 12 2
7
18 25 12 102
Karnataka 18 15 17 10 23 12 95
Jharkhand 7 11 17 13 24 12 84
Andhra Pradesh 11 9 10 11 14 16 71
Punjab 12 18 5 12 12 9 68
Delhi 13 15 1
1
3 10 5 57
Haryana 9 10 18 5 9 5 56
Uttarakhand 1 5 11 6 11 11 45
Assam 3 6 6 4 15 7 41
Gujarat 1 2 9 2 12 12 38
Jammu & Kashmir 14 6 5 3 6 4 38
Chhatisgarh 5 8 6 4 4 4 31
Pondicherry 1 3 1 0 4 6 15
Himachal Pradesh 1 2 0 3 5 3 14
Tripura 0 0 0 4 4 3 11
Manipur 1 0 1 0 1 1 4
Sikkim 3 0 0 0 1 0 4
Arunachal Pradesh 0 0 0 0 1 0 1
Chandigarh 0 0 0 0 1 0 1
Goa 0 0 1 0 0 0 1
Meghalaya 0 0 0 0 1 0 1
Andaman & Nicobar 0 0 0 0 0 0 0
Dadra & Nagar
Haveli
0 0 0 0 0 0 0
Daman & Diu 0 0 0 0 0 0 0
Lakshadweep 0 0 0 0 0 0 0
Mizoram 0 0 0 0 0 0 0
Nagaland 0 0 0 0 0 0 0
Telangana 0 0 0 0
OUTCALLING MANAGEMENT SYSTEM
27. The Contact centre has 2 sections. Section 1 deals with
incoming calls as has been described above. Section 2 deals
with outgoing calls. These calls are made for updating
Colleges & University data bases. These calls are made to
remind colleges that they must get their students to fill in
affidavits. These calls are made to remind colleges to ensure
compliance of the Anti-Ragging Laws.
28. Therefore an Out Calling – Contact Centre Management
Software has also been developed. It operates independent
of the Section 1. It has its own server &separate phone lines.
Some screen shots of the outcalling management system
are given in annex 4 to this section.
AFFIDAVITS MANAGEMENT SYSTEM
29. Students are invited to submit their affidavits ON LINE at web
sites, namely, www.antiragging.in . Data are downloaded
from these web sites. Then these data are processed for
removal of duplicates. Once the duplicates are removed then
these data are processed for correcting the name of the
college etc. After all these corrections the data are processed
for reporting to find out which college has submitted how
many affidavits in a given year. Screen shots of the Affidavits
Management system are given in Annex- 5 to this section.
PRESENCE ON THE WEB
30. There is one web sites. One is www.amanmovement.org. The
other is www.antiragging.in.Both these sites are identical in 2
functions. One is ONLINE Affidavits &the other is on checking
the complaint status. In both cases data are pushed by the
Call Centre Management System. A few screen shots of
checking the complaint status is given in annex-6.
Annex–1: Screen shots of Contact Centre Management System
for Complaint Redressal.
345 435 577 375 640 411 278
3
Annex–2: Screen Shots of Remote Access Facility at the
Monitoring Agency.
Annex–3: Screen shots of Remote Access Facility at the Anti
Ragging Cell at UGC.
Annex–4: Screen shots of Contact Centre Management System
for data upgrade &compliance.
Annex–5: Screen Shots of Affidavits Management System.
Annex–6: Screen shots of complaint status information from the web.
Annex–1: Screen shots of Contact Centre Management System
for Complaint Redressal.
Main Supervisor Screen
Annex–2: Screen Shots of Remote Access Facility at the
Monitoring Agency.
2.1
2.2
2.3
2.4
Annex–3: Screen shots of Remote Access Facility at the Anti
Ragging Cell at UGC.
3.1
3.2
3.3
3.4
3.5
3.6
Annex–4. Screen shots of Contact Centre Management System
for data upgrade & compliance.
4.1
4.2
4.3
4.4
Annex–5: Screen Shots of Affidavits Management System.
5.1
5.2 Download data from amanmovement.org and antiragging.in
5.3
5.4
Annex–6: Screen shots of complaint status information from the web.
6.1
6.2 Overall Complaint Status
6.3 Yearly State wise Complaint Distribution
6.4 State wise Complaint Distribution Based On Gender
Annexure-7
SECTION –VI
BID PROPOSAL SHEETS
SCHEDULE-1: PROPOSAL
Tenderer‟s Proposal Reference No. and Date :
Tenderer‟s Name and Address: Person to be contacted :
Designation : Telephone No(s) : E mail Address:
Mobile Phone of the Person to be contacted :
To
The Secretary University Grants Commission
New Delhi
Subject: Selection of an entity for operation of a contact centre to redress
complaints of Ragging & Racial Discrimination from students pursuing higher
education .
Sir / Madam,
1. We, the undersigned Tenderers, having read and examined in detail the
specifications and all the bidding documents in respect of above
mentioned contact centre for University Grants Commission do hereby
propose to provide Services as specified in the Bidding documents.
2. We have submitted our Technical Bid & Financial Bids separately.
PRICE AND VALIDITY
3. We understand that this is a „COST PLUS BASIS‟ Tender. Which means
that we will get refund of costs, as per actual payments made by us,
only for items that are listed in para 3 of schedule 9. All other costs will
be borne by us from our quoted price.
4. Our quoted price (which is a management fees or a service charge), is
given as percentage of the Human Resources cost Component.
5. Our quoted price will include all other items that are not refundable
by UGC. The items that are refundable by UGC are listed clearly in Para
4 & 5 of Schedule 9.
6. Prices and other terms and conditions of this proposal are valid for a
period of 180 calendar days from the opening of the bids.
7. We are an Indian firm and do hereby confirm that our Bid prices
include all taxes including Income Tax and Service Tax.
8. We have studied the Clause relating to Taxes and hereby declare that if
any Income Tax, Surcharge on Income Tax and other Corporate Tax is
altercated under law, we shall pay the same. Service tax will be charged
as per the existing rates at the time of seeking the refund.
EARNEST MONEY DEPOSIT
9. We have enclosed an Earnest Money Deposit in the Proforma as per the
Earnest Money Deposit Form in the Form of a Bank Draft for a sum of
Rupees Fifty thousand only. This Earnest Money Deposit is liable to be
forfeited in accordance with the provisions of Bid documents.
We declare that all the services/works shall be performed strictly in
accordance with the Technical Specifications and other bid documents except for the variations and deviations, all of which have been detailed
out exhaustively in the following schedules, irrespective of whatever has been stated to the contrary anywhere else in our proposal:
a. Technical deviation schedule, schedule-5
b. Commercial deviation schedule, schedule-9
10. Further, we agree that additional conditions, if any, found in the
proposal documents, other than those stated in deviation schedule,
shall not be given effect to.
BID PRICING
11. We further declare that the prices stated in our proposal are in
accordance with your Instructions to Tenderers included in bidding
documents.
QUALIFYING DATA
12. We confirm having submitted the qualification data as required by you
in your instructions to Tenderers. This is enclosed as schedule 2,
schedule 3, schedule 4, schedule 6, schedule 7, schedule 8. In
case you require any further information/documentary proof in this
regard evaluation of our bid, we agree to furnish the same in time to your
satisfaction.
BID PRICE
13. We declare that our bid prices are for the entire scope of the work as
specified in the technical specification and bid documents.
CONTRACT PERFORMANCE SECURITY
14. We hereby declare that in case the contract is awarded to us, we shall
submit security deposit as mentioned in the tender document.
We hereby declare that our proposal is made in good faith, without
collusion or fraud and the information contained in the proposal is true and correct to the best of our knowledge and belief.
Thanking you,
Yours faithfully,
(Signature)
Printed Name
Designation
Seal
Date: Place :
Business Address :
SCHEDULE-2:
FIRM’S DESCRIPTION
1 Name of the Firm :
2 Address of Office :
3 Name of Contact Person :
4 Tel No./ Mobile no. :
5 E-Mail Address
:
6 Year Established
:
7 Service Registration No.
GST/ PAN No.
:
8 Companies/Organizations
to whom Contact Centre
Services are provided
:
9 Annual turnover of
company in
last 2 years
:
10 Annual turnover of
company in
last 2 years relating to Contact Centre Business
:
As of this date the information furnished in all parts of this form is accurate and
true to the best of my knowledge.
(Name & designation)
(Signature)
(Date) Of the person signing
SCHEDULE-3
FIRM’S
EXPERIENCE
(INDICATE PROJECT DETAILS)
USE SEPARATE SHEET FOR EACH PROJECT
Name & Address of the Client
(Give full details of the project
undertaken & current status of
the project.)
Title of service provided Start Date:
Completion Date:
Type of services provided i)
ii)
iii)
Application Systems Developed and
Implemented
Specify any special features of the
project, which the Tenderer may like to
specify
Specify whether any termination of
contract or litigation or Arbitration was
involved
Name, Title. Tel. No. & Address of the
Client‟s person who can be contacted
SCHEDULE-4:
TECHNICAL COMPLIANCE QUESTIONAIRE
CHECK LIST FOR COMPLIANCE TO ELIGIBLITY CRITERIA
S. Eligibility
No Criteria
Proof Required Check
List
(Y/N)
Page
Reference
1. The Bidder should
be registered in India
under Companies
Act (1956) for a
period of at least 3
years as on 31-08-
2021.
Copy of Certificate of
incorporation
/Registration.
Yes / No Page No.
<< >>
2. The Bidder should
have experience of
running Call Centre
Operations for at
last two consecutive
years
< The Bidder should submit
the self-declaration duly
signed by the authorized
signatory of the bidder.
Yes / No Page No.
<< >>
3. The bidder
should have
Average Annual
turnover of not
less than Rupees
1 Crores for the
last two years.
Out of the above
turnover of a
minimum of
Rupees 50 Lakh on
an average should
be from call centre
operations.
(Condition can be
relaxed for companies
with relevant
experience)
Audited financial
statements (reflecting
overall turnover) for the last
three financial years.
A Certificate duly certified
by the statutory auditor
of the Bidder
clearly mentioning the
annual turnover of the
bidder in total and from
call centre operations.
Yes / No Page No.
<< >>
4. The Bidder should
have setup a Call
centre/ Contact
centre for at least
25 Call centre
agents within the
last 5 years in India.
< Detail of the assignments.
< Copy of Work order and
certificate of completion
/self- certificate attested by
the client OR Certificate
from the authorized
signatory of the bidder in
case the call
centre/contact centre was
setup by the bidding
agency for itself.
Documentary proof for the stated number of call center
agents, attested by the client or self-certified by the authorized signatory of the
bidder.
Yes / No Page No.
<< >>
5. The bidder should
have at least 25
agents employed in
in- bound and out-
bound helpdesk
services.
Self-Declaration duly
signed by the authorized
signatory of the bidder.
List of clients along with
contact details (name,
address, telephone, email)
mentioning the number
of seats for each client.
Yes / No Page No.
<< >>
6. The bidder shall
have at least 25
physical helpdesk
seats operational at a
single location in
Delhi/NCR/India
< Self-Declaration duly
signed by the authorised
signatory of the bidder.
< Location in India along
with the number
of helpdesk seats at that
location.
Yes / No Page No.
<< >>
7. As on date of
submission of the
proposal, the bidder
should not be
blacklisted by any
Government entity
in India.
< No Conviction certificate
duly signed by authorized
signatory.
Yes / No Page No.
<< >>
8. The bidder should
have submitted the
EMD.
< EMD: Online Proof of
EMD submission
Yes / No Page No.
<< >>
9. Visited the premises
& Understood the
work of
Infrastructure and
layout plan for
contact centre
setup.
< Layout Plan to be attached Yes / No Page No.
<< >>
The details for the above along with the documentary proofs as required
should be provided in the formats as provided subsequently in this part of the
Technical bid document
SCHEDULE-5:
TECHNICAL DEVIATIONS
Subject : Technical Deviations for providing complete Infrastructure Set Up &
CALL CENTER SOLUTIONS for University Grants Commission.
Sir,
Following are the Technical Deviation and variations from the exceptions to
the specification and documents for the Solution of providing complete
Infrastructure Set Up & Call Centre for University Grants Commission. These
deviations and variations are exhaustive. Except these deviations and
variations, the entire work shall be performed as per your specifications and
documents. Supportive documents/technical clarifications pertaining to
deviations can be attached to this sheet.
Sl.No. Section Para No. Page no. Statement of deviations
and variations
Date
Signature
Printed
name Place
Company Seal
SCHEDULE – 6:
DESCRIPTION OF THE METHODOLOGY AND WORK PLAN FOR
PERFORMING THE ASSIGNMENT
(Including the technical architecture and software proposal to be used)
Schedule-7:
Marking Scheme for Tender Evaluation
Tender Evaluation Procedures, Criteria and Marking Scheme
1. Marking Scheme for Tender Evaluation
The UGC will use a Marking Scheme to assess the tenders. The weighted technical score will carry a weighting of 30% as against a weighting of 70% for weighted price
score. The overall passing mark for technical assessment is 50 before applying the 30% weighting for the weighted technical score. A Tenderer failing to obtain the passing mark of 5 for criterion 3 or 4, or the passing mark of 4 for any of
criteria 5 to 7, or the overall passing mark, its tender will not be considered further. Upon completion of the technical assessment, the price information will be
evaluated. A tender with the highest combined score combining the weighted price score and the weighted technical score will normally be recommended for acceptance.
2. Stage 1 Evaluation
(a) Completeness check of all tenders will be conducted by checking whether the
Tenderer has submitted all items required for the tender as specified in
Schedule 4 of the Terms of Tender.
(b) A Tenderer who has failed to submit Schedule 1 to Schedule 6 will not be
considered further.
3. Stage 2 Evaluation - Technical Assessment
Assessment Criteria Maximum
Marks Scored
Passing
Mark
Marks obtained
Remarks/ Basis of Assessment
1. Relevant experience in implementation of National
Level Helpline Contact Center for Central
Govt/PSU in the past ten (10) years prior to the Tender Closing Date
20
Nil
See
Note 1
2. Anuual Turnover of Last
Two Years & a Valid GSTN number
15 Nil See Note
2
3. Management & Infrastructure Set Up plan Including Premises Visit
15 5 See Note 3
4. Work plan 15 4 See Note
3 5. Contingency plan
12 4 See Note 3
6. Quality assurance plan 12 4 See Note
3 7. Transition plan
11 4 See Note 3
Overall
100 50
Remarks: (1) The total technical mark is 100.
(2) The overall passing mark for technical assessment is 50 before applying the 30% weighting for technical score. Tenderer failing to obtain the passing mark
of 5 for criterion 3 or 4, or the passing mark of 4 for any of criteria 5 to 7, or the overall passing mark, its tender will not be considered further.
(3) A maximum weighted technical score of 30 would be allocated to the Tenderer with the highest technical mark, while the weighted technical score for other
Tenderers would be calculated by the following formula:-
Note 1 : 20 - An aggregate of eight (8) years of experience or more.
15 - An aggregate of six (6) years of experience but less than eight (8) years of experience.
10 - An aggregate of four (4) years of experience but less than six (6) years of experience.
05 - An aggregate of more than two (2) years of experience but less than
four (4) years of experience.
00 - An aggregate of less than two (2) years of experience
Note 2 : 15 - Annual Turnover more than 5 Crores of Last Two Years (combined)
& a Valid GSTN number with all statutory dues clear.
10 - Annual Turnover more than 1 Crores & less than 5 Crores of Last Two
Years (combined) & a Valid GSTN number with all statutory dues clear.
05 - Annual Turnover less than 1 Crores & More than 15 Lakh of Last
Two Years (combined) & a Valid GSTN number with all statutory dues
clear 00 - Annual Turnover less than 15 Lakh of Last Two Years (2) & not having
a Valid GSTN number .
Note 3: 15- Proposed plan is practical and includes information with detailed explanation on each item as listed in Schedule 4 and other good suggestions which will enhance the Services.
10 - Proposed plan is practical and includes information with detailed
explanation on each item as listed in Schedule 4.
05 - Proposed plan is practical and includes information with brief
explanation on each item as listed in Schedule 4.
00 - Proposed plan does not provide information on some of the items/
none of the items listed in Schedule 4.
4. Stage 4 Evaluation - Price Assessment
The calculation of weighted price score is:
Remarks: In accordance with Clause 9 in Terms of Tender, the UGC may
require a Tenderer who in the opinion of the UGC, has submitted
unreasonably low price, to justify and demonstrate to the reasonable satisfaction of the UGC that such a Tenderer is capable of carrying out and completing the Contract. If a Tenderer fails to provide such
justification or demonstration to the UGC reasonable satisfaction, the UGC may reject its tender.
5. Stage 5 Evaluation - Calculation of Combined Score
Combined score = weighted technical score + weighted price score
SCHEDULE-8:
COMMERCIAL DEVIATIONS
Subject : Commercial Deviations for setting up complete infrastructure
in UGC South Campus & operation of a contact centre to
redress the complaints of Ragging & Racial Discrimination
from students of higher education for University Grants
Commission.
Sir,
Following are the Commercial Deviation and variations from the exceptions to
the specifications and documents for the CALL CENTER SOLUTIONS for
University Grants Commission. These deviations and variations are
exhaustive. Except these deviations and variations, the entire work shall be
performed as per your specifications and documents.
Sl. No. Section Para No. Page no. Statement of deviations
and Variations
Date Signature
Printed name
Place Company Seal
SCHEDULE-9:
COMMERCIAL BID
Sr.
No
Employee Qty Salary Total
1. Manager 1 Rs. 30,000/-
(consolidated)+ 5% simple
increment Every year
Rs. 30,000/-
2. Supervisors 3 Rs. 25,000/- (consolidated)
+ 5% simple increment
Every year
Rs. 75,000/-
3. Incoming/
Outgoing call
operators
25 As per minimum wages of
Govt. of NCT of Delhi
Nil
4. Commission
payable to the
Vendor in % of
the Cost (Sr.No
1,2,3).
____________ % .
In Words: _______________
_________________________
___________ Percentage .
(To be Quoted)
Note: This would include all
recurring expenses of
premises.
5. One time
infrastructure
cost for setting
up the helpline
as mentioned
in Annexure -7
(To be Quoted)
Please note:
1. For Managers, Supervisors, Incoming and calling out operators employer
share of ESI and PF will be reimbursed by UGC on actual basis.
2. Service tax, at the prevailing rate, will be payable at the applicable rate
on the total amount paid to the Vendor.
3. One Time infrastructure cost will be divided by 12 for calculating
monthly expenses and for evaluating lowest Bidder (L1).
Date Signature
Printed name
Place Company Seal
