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S
HORT TERM E
-
TENDER
R
EQUEST FOR PROPOSAL
(
RFP
)
F
OR
S
ELECTION OF
S
ERVICE PROVIDER
F
OR
C
ALL CENTRE SERVICES
Haryana State Electronics Development Corporation Limited
(A State Government undertaking)SCO-109-110, Sector 17-B, Chandigarh – 160017
Email:-
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Table of Contents
1.
INVITATION FOR BID ... 6
1.1.
General Information ... 6
1.2.
Schedule of Bid process ... 6
SECTION 1
... 8
1.
INSTRUCTIONS TO BIDDER ON ELECTRONIC TENDERING SYSTEM
... 8
2.
SCOPE OF WORK ... 16
2.1.
Background ... 16
3.
INSTRUCTION TO BIDDERS ... 36
3.1.
Introduction ... 36
3.2.
Compliant Proposals / Completeness of Response ... 36
3.3.
Language of the Bid ... 37
3.4.
Bid Validity ... 37
3.5.
Pre-bid Meeting & Clarifications ... 37
3.6.
Right to Terminate the Process ... 37
3.7.
Submission of proposals ... 38
3.8.
Late Bids ... 38
3.9.
Disqualification ... 38
3.10.
Evaluation Process ... 39
4.
CRITERIA FOR EVALUATION ... 40
4.1.
Technical Qualification Criteria ... 42
4.2.
Technical Bid Evaluation ... 43
4.3.
Commercial Bid Evaluation ... 44
5.
APPOINTMENT OF VENDOR ... 46
5.1.
Award Criteria ... 46
5.2.
Right to Accept Any Proposal and To Reject Any or All Proposal(s) ... 46
5.3.
Notification of Award ... 46
5.4.
Contract Finalization and Award ... 46
5.5.
Performance Guarantee ... 46
5.6.
Signing of Contract ... 47
5.7.
Failure to Agree with the Terms and Conditions of the RFP ... 47
6.
PAYMENT TERMS ... 48
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Call Centre services ... 49
GENERAL TERMS & CONDITIONS ... 50
8.
NOTIFICATION OF AWARD ... 51
9.
SIGNING OF CONTRACT ... 51
10.
TERM OF THE CONTRACT ... 52
11.
INDEMNITY ... 52
12.
Ownership of Data & Security ... 52
13.
TERMINATION OF JOB ... 53
13.1.
Termination for Insolvency ... 53
13.2.
Termination for default ... 53
14.
FORCE MAJEURE ... 54
15.
ARBITRATION ... 54
16.
APPLICABLE LAW ... 55
17.
JURISDICTION ... 55
18.
ANNEXURE ... 55
18.1.
ANNEXURE “A”: Documents for the Commercial Bid ... 55
18.1.1.
Commercial Bid Form ... 56
18.2.
ANNEXURE “B”: Documents for pre-qualification proposal ... 58
18.2.1.
Letter of submission of Bid ... 58
18.2.2.
Business Details ... 59
18.2.3.
Declaration that the bidder has not been blacklisted ... 60
18.3.
ANNEXURE “C”: Documents for technical proposal ... 61
Bidder Operational strength in India ... 61
Curriculum Vitae (CV) Template ... 61
18.4.
ANNEXURE “D”: Compliance Sheet for Pre-Qualification Proposal ... 63
18.5
ANNEXURE “E”: Compliance Sheet for Technical Proposal ... 65
18.6
ANNEXURE “F”: Call Centre BOM ... 66
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ABBREVIATIONS
Terms
Description
GoI Government of India GoH Government of HaryanaBidders Any firm/ agency/ company/ supplier responding to Invitation for Bids and which is participating in the Bid
Purchaser/
Department HARTRON
Vendor Successful bidder with whom the purchaser enters into a contract against this tender. EMD Earnest Money Deposit
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1. INVITATION FOR BID
1.1.
General Information
Item
Reference
Tender Date 20.05.2015
Tender Reference Number Hartron/Services-I/2015-16/01
Title RFP for selection of service provider for Call Centre services
Issuing Department HARTRON
Contact Person Details 0172-2704098,09815391964 Address of website where tender and
all associated information would be published
Tender document is available at
Brief Description of Tender HARTRON invites sealed bids from eligible bidders for appointment of service provider for call centre services
Note: Bidders are advised to visit Hartron website i.e. www.hartron.org.in and
e-procurement portal i.e
of Haryana Govt. on
regular basis for updates/corrigendum issued by Hartron related to the tender.
1.2.
Schedule of Bid process
SNo.
Event
Date &
Time
Venue
1 Purchasing / Downloading the bid documents
20.05.2015 From 2:00 PM
2 Pre-Bid Meeting 28.05.2015at
11 AM
HARTRON, SCO-109-110, Sector 17-B, Chandigarh - 160017
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SNo.
Event
Date &
Time
Venue
3 Issue of pre-bid meeting clarifications and addendum
01.06.2015 https://haryanaeprocurement.gov.in and
4
Deadline for submission of bid.
04.06.2015 upto 2:30 PM
5 Opening of Pre-Qualification Bid 04.06.2015 at 15:00 PM
HARTRON, SCO-109-110, Sector 17-B, Chandigarh - 160017
6 Opening of Technical Bid To be
intimated later
HARTRON, SCO-109-110, Sector 17-B, Chandigarh - 160017
7 Opening of Commercial Bid To be
intimated later
HARTRON, SCO-109-110, Sector 17-B, Chandigarh - 160017
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SECTION 1
1.
INSTRUCTIONS TO BIDDER ON ELECTRONIC TENDERING SYSTEM
These conditions will over-rule the conditions stated in the tender document, wherever relevant and applicable.
1.1 Registration of bidders on e-Procurement Portal:-
All the bidders intending to participate in the tenders processed online are required to get registered on the centralized e - Procurement Portal i.e.
“Please visit the website for more details”.
1.2 Obtaining a Digital Certificate:
1.2.1 The Bids submitted online should be encrypted and signed electronically with a Digital Certificate to establish the identity of the bidder bidding online. These Digital Certificates are issued by an Approved Certifying Authority, by the Controller of Certifying Authorities, Government of India.
1.2.2 A Digital Certificate is issued upon receipt of mandatory identity (i.e. Applicant’s PAN Card) and Address proofs and verification form duly attested by the Bank Manager / Post Master / Gazetted Officer. Only upon the receipt of the required documents, a digital certificate can be issued. For more details please visit the website –
1.2.3 The bidders may obtain Class-II or III digital signature certificate from any Certifying Authority or Sub-certifying Authority authorized by the Controller of Certifying Authorities or may obtain information and application format and documents required for the issue of digital certificate from:
M/s Nextenders (India) Pvt. Ltd.
O/o. DS&D Haryana, SCO – 09, IInd Floor, Sector – 16,
Panchkula – 134108
E - mail
Help Desk: 1800-180-2097 (Toll Free Number)
1.2.4 Bid for a particular tender must be submitted online using the digital certificate (Encryption & Signing), which is used to encrypt and sign the data during of bid preparation stage. In case, during the process of a particular tender, the user loses his digital certificate (due to virus attack, hardware problem, operating system or any other problem) he will not be able to submit the bid online. Hence, the users are advised to
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keep a backup of the certificate and also keep the copies at safe place under proper security (for its use in case of emergencies).
1.2.5 In case of online tendering, if the digital certificate issued to the authorized user of a firm is used for signing and submitting a bid, it will be considered equivalent to a no-objection certificate/power of attorney /lawful authorization to that User. The firm has to authorize a specific individual through an authorization certificate signed by all partners to use the digital certificate as per Indian Information Technology Act 2000. Unless the certificates are revoked, it will be assumed to represent adequate authority of the user to bid on behalf of the firm in the department tenders as per Information Technology Act 2000. The digital signature of this authorized user will be binding on the firm.
1.2.6 In case of any change in the authorization, it shall be the responsibility of management / partners of the firm to inform the certifying authority about the change and to obtain the digital signatures of the new person / user on behalf of the firm / company. The procedure for application of a digital certificate however will remain the same for the new user.
1.2.7 The same procedure holds true for the authorized users in a private/Public limited company. In this case, the authorization certificate will have to be signed by the directors of the company.
1.3 Opening of an Electronic Payment Account:
For purchasing the tender documents online, bidders are required to pay the tender documents fees online using the electronic payments gateway service shall be integrated with the system. For online payments guidelines, please refer to the Home page of the
e-tendering Portal
1.4 Pre-requisites for online bidding:
In order to bid online on the porta
must be updated with the latest Java & DC setup. The link for downloading latest java applet & DC setup are available on the Home page of the e-tendering Portal.
1.5 Online Viewing of Detailed Notice Inviting Tenders:
The bidders can view the detailed N.I.T and the time schedule (Key Dates) for all the tenders floated through the single portal e-Procurement system on the Home Page at
Page 10 1.6 Download of Tender Documents:
The tender documents can be downloaded free of cost from the e-Procurement portal
bidders are required to submit the non refundable tender document cost as per the clause 1.8 below.
1.7 Key Dates:
The bidders are strictly advised to follow dates and times as indicated in the online Notice Inviting Tender. The date and time shall be binding on all bidders. All online activities are time tracked and the system enforces time locks that ensure that no activity or transaction can take place outside the start and end dates and the time of the stage as defined in the online Notice Inviting Tender.
1.8 Bid Preparation (Pre-Qualification Technical & Financial) Online Payment of Tender
Document Fee, eService fee, EMD fees of online Bids:
1.8.1 The online payment for Tender document fee, eService Fee & EMD can be done using the secure electronic payment gateway. The Payment for Tender Document Fee and eService Fee can be made by eligible bidders/ contractors online directly through Debit Cards & Internet Banking Accounts and the Payment for EMD can be made online directly through RTGS / NEFT.
1.8.2 The secure electronic payments gateway is an online interface between contractors and Debit card / online payment authorization networks.
1.8.3 The bidders shall upload their technical offer containing documents, qualifying criteria, technical specification, schedule of deliveries, and all other terms and conditions except the rates (price bid).
1.8.4 The bidders shall quote the prices in price bid format.
1.8.5 If bidder fails to complete the Online Bid Preparation & Submission stage on the stipulated date and time, his/hers bid will be considered as bid not submitted, and hence not appear during tender opening stage.
1.8.6 Bidders participating in online tenders shall check the validity of his/her Digital Signature Certificate before participating in the online Tenders at the portal
1.8.7 For help manual please refer to the ‘Home Page’ of the e-Procurement website at
download the file.
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1.9.1 Post registration, bidder shall proceed for bidding by using both his digital certificates (one each for encryption and signing). Bidder shall proceed to select the tender he is interested in. On the respective Department’s page in the e-tendering portal, the Bidder would have following options to make payment for tender document & EMD:
i.Debit Card ii. Net Banking iii. RTGS/NEFT
1.9.2 Operative Procedures for Bidder Payments A) Debit Card
The procedure for paying through Debit Card will be as follows. (i) Bidder selects Debit Card option in e-Procurement portal.
(ii) The e-Procurement portal displays the amount and the card charges to be paid by bidder. The portal also displays the total amount to be paid by the bidder.
(iii) Bidder clicks on “Continue” button
(iv) The e-Procurement portal takes the bidder to Debit Card payment gateway screen. (v) Bidder enters card credentials and confirms payment
(vi) The gateway verifies the credentials and confirms with “successful” or “failure” message, which is confirmed back to e-Procurement portal.
(vii) The page is automatically routed back to e-Procurement portal
(viii) The status of the payment is displayed as “successful” in e-Procurement portal. The e-Procurement portal also generates a receipt for all successful transactions. The bidder can take a print out of the same,
(ix) The e-Procurement portal allows Bidder to process another payment attempt in case payments are not successful for previous attempt.
B) Net Banking
The procedure for paying through Net Banking will be as follows: (i) Bidder selects Net Banking option in e-Procurement portal.
(ii) The e-Procurement portal displays the amount to be paid by bidder. (iii) Bidder clicks on “Continue” button
(iv) The e-Procurement portal takes the bidder to Net Banking payment gateway screen displaying list of Banks
(v) Bidder chooses his / her Bank
(vi) The Net Banking gateway redirects Bidder to the Net Banking page of the selected Bank
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(vii) Bidder enters his account credentials and confirms payment
(viii) The Bank verifies the credentials and confirms with “successful” or “failure” message to the Net Banking gateway which is confirmed back to e-Procurement portal.
(ix) The page is automatically routed back to e-Procurement portal
(x) The status of the payment is displayed as “successful” in e-Procurement portal. The e-Procurement portal also generates a receipt for all successful transactions. The bidder can take a print out of the same.
(xi) The e-Procurement portal allows Bidder to process another payment attempt in case payments are not successful for previous attempt.
C) RTGS/ NEFT
The bidder shall have the option to make the EMD payment via RTGS/ NEFT. Using this module, bidder would be able to pay from their existing Bank account through RTGS/NEFT. This would offer a wide reach for more than 90,000 bank branches and would enable the bidder to make the payment from almost any bank branch across India.
I. Bidder shall log into the client e-procurement portal using user id and password as per existing process and selects the RTGS/NEFT payment option.
ii. Upon doing so, the e-procurement portal shall generate a pre-filled challan. The challan will have all the details that is required by the bidder to make RTGS-NEFT payment.
iii. Each challan shall therefore include the following details that will be pre-populated:
• Beneficiary account no: (unique alphanumeric code for e-tendering)
• Beneficiary IFSC Code:
• Amount:
• Beneficiary bank branch:
• Beneficiary name:
iv. The Bidder shall be required to take a print of this challan and make the RTGS/NEFT on the basis of the details printed on the challan.
v. The bidder would remit the funds at least T + 1 day (Transaction + One day) in advance to the last day and make the payment via RTGS / NEFT to the beneficiary account number as mentioned in the challan.
vi. Post making the payment, the bidder would login to the e-Tendering portal and go to the payment page. On clicking the RTGS / NEFT mode of payment, there would be a
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link for real time validation. On clicking the same, system would do auto validation of the payment made.
D) List of Net banking banks
Sr.no Name of the bank Sr.no Name of the bank I. Allahabad Bank II. Axis Bank
III. Bank of Bahrain and Kuwait IV. Bank of Baroda V. Bank of India VI. Bank of Maharashtra VII. Canara Bank VIII. City Union Bank
IX. Central Bank of India X. Catholic Syrian Bank XI. Corporation Bank XII. Deutsche Bank XIII. Development Credit Bank XIV. Dhanlaxmi Bank
XV. Federal Bank XVI. HDFC Bank XVII. ICICI Bank XVIII. IDBI Bank
XIX. Indian Bank XX. Indian Overseas Bank XXI. Indusind Bank XXII. ING Vysya Bank XXIII. J and K Bank XXIV. Karnataka Bank
XXV. Kotak Mahindra Bank XXVI. Karur Vysya Bank
XXVII. Punjab National Bank XXVIII. Oriental Bank of Commerce XXIX. South Indian Bank XXX. Standard Chartered Bank XXXI. State Bank of Bikaner and
Jaipur
XXXII. State Bank of Hyderabad XXXIII. State Bank of India XXXIV. State Bank of Mysore
XXXV. State Bank of Travencore XXXVI. State Bank Of Patiala XXXVII. Tamilnad Mercantile Bank XXXVIII. Union Bank of India
XXXIX. United Bank of India XL. Vijaya Bank
Page 14 1.10 PAYMENT OF TENDER DOCUMENT FEE AND EMD
Sl
No
Item
Amount
Reference
1 Bid fee &eService fee
Rs. 1000/- & Rs. 1000/-
The Payment for Tender Document Fee Rs. 1,000/- (Rupees One Thousand Only) and eService Fee Rs. 1000/- (Rupees one thousand only (Non refundable) can be made by eligible bidders / contractors online directly through Debit Cards & Internet Banking Accounts. Payable before pre- bid meeting if intending to attend the pre-bid meeting else payable at the time of online bid submission
2 EMD Rs. 1,00,000/- The Payment for EMD Rs.1,00,000/- (Rupees One Lakh only) can be made online directly through RTGS / NEFT and the bidder would remit the funds at least T + 1 working day (Transaction + One working day) in advance to the last day and make the payment via RTGS / NEFT to the beneficiary account number as mentioned in the challan.
1.10.1 The Bidders shall have to pay for the Tender documents, EMD Fees & eService Fee of Rs.1000/- online by using the service of secure electronic payment gateway. The secure electronic payments gateway is an online interface between contractors and online payment authorization networks.
1.10.2 The Payment for Tender Document Fee and eService Fee can be made by eligible bidders/ contractors online directly through Debit Cards & Internet Banking Accounts. The Payment for EMD can be made online directly through RTGS / NEFT and the bidder would remit the funds at least T + 1 working day (Transaction + One working day) in advance to the last day and make the payment via RTGS / NEFT to the beneficiary account number as mentioned in the challan.
1.10.3 The Bidders can submit their tender documents (Online) as per the dates mentioned in the key dates:-
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Sr.
No. Department Stage Bidder’s Stage
Start date and time
Expiry date and time
1 -
Tender Document Download and Bid
Preparation 20.05.2015 from 14.00 hrs 04.06.2015 upto 14.30 hrs 2 Submission of CDs/DVDs 04.06.2015 upto 14.30 hrs 04.06.2015 upto 17.00 hrs 3 Technical Bid Opening - To be informed later
4
Short listing of Qualified bids & Opening of Financial
Bid
- To be informed later
1.10.4 The bidders have to complete ‘Bid Preparation & Submission’ stage on scheduled time as mentioned above. If any bidder failed to complete his/her aforesaid stage in the stipulated online time schedule for this stage, his/her bid status will be considered as ‘bids not submitted’.
1.10.5 Bidder must confirm & check his/her bid status after completion of his/her all activities for e-bidding.
1.10.6 Bidder can rework on his/her bids even after completion of ‘Bid Preparation & submission stage’ (Bidder Stage), subject to the condition that the rework must take place during the stipulated time frame of the Bidder Stage.
1.10.7 Further for any clarification on process for e-tendering, the bidders are requested to contact the service provider at the following:-
M/s Next Tender (India) Pvt. Ltd. O/o DGS&D Haryana,
SCO-9,IInd Floor,
Sector-16,Panchkula – 134108
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2. SCOPE OF WORK
2.1.
Background
Haryana Government is placing lots of emphasis on hearing the voice of
citizens. Timely and effective redressal of citizen grievances is highest priority for Government. In this reference, Government has decided to establish CM Web Portal with a link for CM Grievances redressal web site for timely and effective redressal of public grievances.
Government has been implementing a number of welfare scheme through various Departments/ Organizations under its administrative control. While some of these schemes are ‘developmental‘ in nature, others relate to benefits for individual citizens/ residents.’
State Government is increasingly making use of Information & Communication Technology and is adopting e-Governance. A number of citizen services including grievance management have been identified to be delivered in electronic mode. However, lack of adequate knowledge about the Government schemes and the digital divide have been perceived as major hindrance to the electronic delivery of these services. The Government is keen to create awareness about all such schemes among residents as also to guide them regarding the processes involved in availing these services.
2.2 Project Objectives and Scope
Government of Haryana has decided to establish CM Web portal with a link to CM Grievances Redressal Web Site for redressal of public grievances. This will be a responsibility of the Information, Public Relations and Cultural Affairs, department to maintain the same and this department would be overall in-charge of development and for implementation of CM Web portal.
It is required to setup a customized toll free number to strengthen grievance management mechanism. A call centre needs to be run in outsourced
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mode in order to strengthen grievance management mechanism and to register grievances on phone. This call centre will also be used to confirm whether the grievance has actually been redressed or not and to take feedback.
In the beginning, call centre shall have 50 seats and shall operate in one shift (8 AM – 8 PM) all 365 days a year. Depending on response and success of call centre, operations may be augmented by adding more seats.
In the later stages, call centre functionality would be further strengthened for registering grievances from citizens on-line.
2.3 Resource deployment process
1) One (1) full time operations manager with at least 5 years of experience in
operations management, selected in consultation with the purchaser, should be placed by the successful bidder at the head quarters of the purchaser for the entire duration of the contract. The operations manager shall be responsible for the administrative supervision and coordination of all centre services and would work closely with purchaser for reporting, quality control and change in service delivery.
2) Call centre managers should have adequate relevant experience in managing
operations of such scale as required under this project. The Call Centre should be manned by the following qualified resources:
3) Agents:
a. Minimum Qualification: Graduate
b. Training: Soft Skills training of minimum of 4 days and job training of minimum 6 days (to be arranged by the Bidder)
c. The Bidder needs to do all the necessary verification of the staff recruited for the Haryana Government and provide report on same.
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d. Experience of 1-2 years in a Call Centre, or in direct selling/telemarketing in the service industry handling in bound and outbound calls.
e. Basic computer awareness
f. Good communication and negotiation skills g. Knowledge in English, Hindi and Punjabi.
h. Preferably having experience in Government related processes.
4) Team Leads / Quality Leads:
Should be a graduate with at least 4 years of Team lead experience; preferably having experience in Government related processes.
5) Managers:
Should be a graduate with at least 5 years of Call Centre operations management experience; preferably having experience in Government related processes.
6) Subject Matter Expert(s):
Should have hands on experience in Government processes for at-least 4 years, to guide the Call Centre Agents on answering the calls knowledgeably.
7) Number of the resources deployed, by resource category, as part of the operations shall be done with prior approval of the purchaser.
8) Vendor needs to ensure through backup manpower that there is no significant impact on the operations in case any resource(s) are on planned / unplanned leave or long vacations.
9) In case of resignation of a resource, substitution / replacement should be carried out via a planned transition with at least two weeks of overlap with the existing individual being replaced.
Page 19 10) Department provides indicative guidelines but bidder can decide the optimal
ratio of agents to team leaders (need to provide as part of technical proposal) to ensure meeting of SLA requirements taking in consideration enough buffer resources for managing absence of agents.
Bidder will deploy “Agent to Team Leader Ratio” as 10:1, i.e. there may be one team leader per 10 agents. Similarly, Bidder will deploy sufficient numbers of quality control teams, training and management teams to ensure that the SLA parameters are met.
The Bidder should ensure that key profiles such as Account Manager, Contact Centre Operations Head, and Technical Lead are retained for first six months of Contact Centre operation or in case of transfer, discontinuation of engagement, to be replaced with persons of equivalent skill set and experience with appropriate and sufficient knowledge. Handover sessions to ensure that there is no discontinuity in services
2.4
Role of
Vendor
2.4.1 Setup, operate and maintain Call Centre a. Single Point of contact for citizen
Haryana Government intends to engage with a voice based call centre which will
act as “Single Point of Contact” for all citizens who approach it. The call centre solution would be a single location citizen contact solution which will handle In-bound as well as out In-bound services. The successful bidder will subscribe to and provide the telephone lines to the call centre. The lines will be accessible across India via multiple telephone networks on a single toll – free access number. The usage charges for the telephone lines will be paid by the successful bidder and shall be included in the per seat cost quoted for this RFP.
Call centre will be based on a fully outsourced model i.e. all aspects of call centre including but not limited to infrastructure (including real estate, Technology (Call Centre technology and all software e.g. CRM) and Manpower would be outsourced.
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Call centre would need to be setup preferably in Chandigarh / Panchkula area. If this is not feasible, bidder can propose a location in Delhi / NCR area. Operations from any other location far from Northern India will not be considered.
b. Multi-model call entry
Call centre should also have a ready solution for entry of grievances & complaints in an offline mode for the application received by the Grievances department by applications or from twitter, facebook and other social media.
C. Language Support
The call centre shall be able to respond in Hindi and English and agents should be able to effectively serve citizens from different parts of the State.
d. Operational days
The call centre will be operational for 7 days a week all 365 days of year while the hours of operation will be 8 AM to 8 PM. It is bidder’s responsibility to ensure agent availability for the time period mentioned (100% availability of agent for 12 hours (8 AM to 8 PM) per day) Department expects to scale up the operations (16 hrs. later) depending upon the requirements in the following years.
e. Training Responsibility & Duration
Training to the agents will be provided by the bidder in consultation with department. The expected duration for the training is 10 days. Based on the training needs, call centre firm will have to develop the training material and get it approved from department. The firm will have to maintain a repository of the training material and will have to train all agents taking into account possible attrition and addition in their numbers.
Trainings which are not related to functionality of the process and client applications will have to be provided by the call centre firm itself; this will include soft skill training, technical training on general application usage and applications provided by the call centre firm.
Page 21 f. Call Centre Technology
The vendor is expected to deploy the latest technology in the proposed Call Centre solution providing Desktop PC for each seat, internet on all PCs,
conferencing facility and hot button on all telephone sets, head phones for each agent, centralized air conditioning, UPS in hot stand by mode and 100 percent power backup.
Facility should broadly be meeting following requirements:
i) Interactive Voice Response (IVR) Menu System
Receive all inbound calls on the telephone number specified and prompts the callers to make their selection(s)
Identify customer through CLI and support intelligent call routing (data from operators/ Government departments will not be provided). Firm will have to build its own data base of beneficiaries / residents over a period of time through calls received.
Provide an easy to configure system that enables the users to change the IVR tree with no hard coding.
Support messages scheduling.
The IVR solution must be capable of capturing usage details of each caller as the caller goes through with the call. The IVR solution should have an interface through which usage details can be shared with other solutions.
The IVR must integrate with the rest of the proposed solution to provide seamless call centre performance
ii) Automatic Call Distribution (ACD)
ACD system shall have the following functionalities:
Perform call distribution and routing to the agent on “longest idle time” basis
Queuing or holding the call for an agent if none is immediately available
Provide the capability of combining data with the Interactive Voice Response (IVR)
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Provide highly configurable system for adding/removing users, assigning users to different queues and defining skill sets
Keep callers informed as to the status of the call and provide information to callers while they wait in queue
Skill Based Routing and other intelligent routing methods
Be designed such that it can handle high call volumes efficiently
Support multiple groups for all call types
Support the relaying of the information messages (marketing messages) to voice
Have real time display features on digital phones
Give unique identification of each Agent
Trace malicious calls
Contain monitoring and reporting tools for supervisor position
Seamlessly integrate with the PBX.
Have extensive reporting capabilities including but not limited to: Queue analysis reports such as total number of calls, total talk time, average call time, average speed of answer, abandoned call rate, average delay before abandon, average hold time Agent reports such as Login, Logout time, Idle time, average speed of answer, average handling time, number of Dropped Calls
iii) Computer Telephone Integration (CTI)
The CTI functionality shall support relevant screen pop-ups on the agents screen on the basis of CLI (Caller Line Identity), ANI (Automatic number identification), DNIS (Dialed number identification sequence)
The CTI shall be suitably integrated with the CRM and other applications used by the Call Centre to send/receive data which needs to be populated on agent screen.
The CTI shall enable a computer application to take control of the call flow inside the Switch/EPABX & also allow the computer application to decide the most suitable action / agent for an incoming call
On transferring the call to another agent the screen too should be transferred to that Agent’s screen. Call events should be handled from the system such as hold, retrieve hold, conference, transfer etc.
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The CTI link shall pass events & information of agent status & changes in agent status as well as incoming calls to the computer applications
iv) Dialer
A predicative dialler for outbound calls would be required; it should also be able to support specific programs if being run for the target segment.
v) Call Logger/ Recording
The voice logger system shall provide recording of all inbound as well as outbound calls. 100% recording of calls and approximately 20% of agent screen action recording (for critical inputs) is to be provided. The recording should contain detailed call information and the solution must provide advanced search capabilities
The recordings shall contain detailed call information including the entire recorded call, as well as the date, time, call duration, agent ID, called / caller number and unique identifier etc.
Calls shall be stored for 30 days and shall be securely archived for at least one year thereafter. The archival media(tapes) will be provided by the firm. Wherever, TRAI mandates (subscription based services) storage for one year, call centre would have to maintain the same.
vi) Call Centre Application
Call centre application should have following features:
Support Ticket with all related data logging and tracking and show all subsequent responses to a particular ticket number in thread view on same screen.
Indexing and meta-tagging of all information like FAQ, schemes related data etc.
Enable Managers / Supervisors to monitor the overall performance of the Call Centre agents.
Call centre application must also interface with Haryana Government Applications to retrieve information which would be required by the agent.
Integrate with the CTI and should be able to pull IVR usage details of the caller including all options selected by the caller and all details entered by caller from the time the caller reaches an agent. Agent should be able to log and track
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each ticket. Information on the escalated tickets should also be made available as and when required by the agent.
vii) Information, Complaint processing and satisfactory complaint disposal:
All Complaints on receipt (in later phase once complaints are also lodged via call centre) should be informed by email and SMS within 4 Hours to the concerned officials or any other authority specified by the Department. All complaints will be processed by authorized persons of the Department in a time bound manner.
It will be vendor responsibility to develop a proper monitoring mechanism in consultation with the Haryana Government to ensure that all the complaints are processed without undue delay. Pending complaints should be regularly flagged for review for immediate disposal by the competent authorities. If required, Bidder has to provide application login to all concerned disposal officers across Haryana over internet.
The concerned authorities should be regularly reminded regarding pendency of their complaints and a regular list of such authorities where complaints are pending should be made available by the system as a part of the escalation process. All these reports would be used for analyzing the nature of complaints, severity levels and various other analytics to be carried by the call centre to make this service more effective.
For transparency & caller satisfaction, at different stages (ticket generation, complaint resolution) of compliant disposal, system should send an automated message at the caller number with details of ticket (number, expected time of resolution etc.) and its resolution, if any.
Note: Cost for hosting of the call centre application, if required, will be borne by the firm.
Page 25 viii. Customer relationship management application (CRM)
Call Centre firm shall deploy its own Customer Relationship Management (CRM) software, customized as per department requirement; to take care of all the services required to be undertaken by the agents.
The CTI/ CRM functionality shall support relevant screen pop-ups, on the agents desktop on the basis of CLI, DNIS (Dialed number identification sequence) etc. The agent application shall be GUI based.
Agent shall capture details on the CRM for every call/application, (the list below is indicative and not exhaustive)–
Inbound Call i. CRM will capture the caller’s complete information like AADHAAR, name, address, district, mobile number, additional number if any.
ii. CRM to have two options if only a query then the call would go to information cell, its CRM should have FAQ ready for the agent to respond to the concerned query. If a grievance then the agent will have to go ahead and lodge the grievance with one of the established portals of the Government. An SMS with grievance number will go to the customer.
Iii. CRM to capture information about all officers. After lodging a grievance outbound agent will escalate the complaint to concerned officer. Depending on the problem type, area and district that grievance belongs to, SMS will also go to
concerned officer.
iv. CRM to maintain Escalation process. All the, information to be fed in the CRM against the grievance.
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v. CRM will send the closing SMS to the caller who has lodged a grievance.
Outbound Calls i. Whom did they call ?
ii. Process specific information (as specified by the Department)
iii. CRM should have the facility that it should capture the numbers of all concerned officer staff in the system and map them with the type of complaints, district and area they are responsible for.
iv. CRM will also have the facility to update and add the officer or staff mobile number.
Application (Hard Copy) received by the Department
i. Names and details about the caller
ii. Which region/ district did the application came from?
Iii. Which scheme is the query for?
iv. What is the kind of the query? (Complaints/Grievance/other)
CRM shall also support report generation on any of the details captured and show the report in threading view.
2.4.2. Integration with external applications
a. Grievance management is a focus of all Government departments and various departments have taken individual initiatives for grievance management. Some departments have their own grievance management applications for this purpose with interface on their websites, some departments have provided toll free number for citizen to call in.
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b. There also is an integrated grievance management application developed by NIC which is used by many departments for grievance management.
c. Government is setting up a CM web portal with interfacing to grievance management application developed by NIC for effective grievance handling and monitoring mechanism.
d. This needs to the strengthened by call centre services to be provided as defined in scope of this RFP. Initially, call centre would be used by citizen to track status of their grievances. Call centre agents may push this status from respective application and appraise updated status to citizen. Similarly, on successful redressal of grievance, individual application may push status back to call centre agent who can update status to citizen, take feedback and pass it back to CM Web portal / respective administrative department for future corrections.
e. There are other citizen service applications being developed in state e.g. SSDG, IVISS. Haryana Government is also setting up CSC (Common Service Centres) for delivery of citizen services. In future, interfaces need to be provided with these applications for pushing grievances and details of
services delivered to call centre so that call centre agents can help citizens track status conveniently and to take their feedback for future improvements in service deli very.
f. Many of these applications are in different stage of roll-out ant it is not possible to define all interfaces up-front. For the sake of estimation while providing cost estimate in commercial bid, bidder may consider generic 2-way interface with an external web application with centralized database using integration mechanism (e.g. web service, API or file sharing in batch mode) and provide unit rate for one typical integration considering security and other integration considerations in mind. Integration would be typically for pulling status of grievance, pulling detail of service delivered for feedback, pushing feedback and in later stages pushing grievances captured from call centre. While providing estimate, bidder should consider complete
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interfacing lifecycle including analysis, requirement analysis, design and development and testing.
2.4.3. Requirement study, design and development
Vendor shall conduct a detailed assessment of the Call Centre requirements provided in the RFP and shall develop the System Requirement Specifications in consultation with the Government of Haryana.
Broadly following need to be assessed:
a. Call centre operational and quality requirements
b. Vendor shall customize existing or develop a Customer Relationship Management application that is suitably integrated with the Computer Telephony Integration functionality in the Call Centre.
c. Vendor shall build a FAQ database for Call Centre agents by conducting a study of similarly projects, this should be continuous process.
d. Vendor shall build a knowledge bank of information for various department and other stakeholders knowledge repository will have a user interface and shall be used by the Call Centre agents when handling calls.
e. Vendor shall design and develop the required Interactive Voice Response System flow in consultation with the department.
f. Each interfacing with third-party application will need a detailed functional and technical study, interfacing with internal and external vendors and development method.
2.4.4. Testing
a. Vendor shall design the software testing strategy and Plan including traceability matrix, Test Cases and conduct testing of various components of the software developed/customized for Call Centre operations. The software testing shall include Unit Testing, System Testing, Performance Testing, Integration Testing etc.
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b. The basic responsibility of testing the system rests with the Implementation Agency.
c. Department shall also conduct User Acceptance Testing.
d. In case of involvement of Third Party testing agency by Department, vendor will provide complete support to the third party testing agency.
2.4.5. Audit
Department shall appoint / use services of a third party audit agency to conduct scheduled and unscheduled quality audits on a regular basis. Vendor to provide complete support to the third party audit agency. Deficiencies figured out in these audits shall be rectified by vendor at no additional cost.
2.4.6 Documentation
Vendor shall prepare and maintain the required documents including Project Plan, System Requirement Specifications, System Design Document, Test Plan and Cases & Results, Security Policy etc. As per acceptable standards.
Page 30 2.4.7. Operation and Maintenance
i. Internet Connectivity
Internet connectivity is required to access e-mails and client applications.
ii. Business Continuity / Disaster Recovery
Business continuity / Disaster recovery solutions to be provided and telecom infrastructure level to be kept high enough to ensure that the Uptime SLA is met. It is critical to ensure that the records are not lost. The Bidder should have proper Business continuity and Disaster Recovery Plan and processes in place. Reduced infrastructure for BCP / DR site would by specified by the bidder. RPO / RTO to be considered is 8 hours
Iii. Scalability
The vendor must provide infrastructure that is vertically and horizontally scalable beyond the initial requirement of 50 agents.
iv. Information security & Privacy
a. The systems shall be designed in a way that guarantees that information is collected directly from the caller, and shall only be used for the specific purpose for which it was collected. Privacy of citizen information guidelines shall be made available to Call Centre agents to ensure that callers are told how their personal data will be used, and that they be given the chance to access the information and to correct it, if necessary.
b. System must maintain log including date, time, terminal number of each operation.
c. The call centre shall provide the requisite Network Security infrastructure comprising of Firewalls, Intrusion Detection System (IDS), Intrusions Prevention System (IPS) and an Anti-Virus system
d. Anti-virus system and personal firewall shall be installed on all agent and supervisor workstation
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e. Access to all physical locations such as server rooms and agent floor shall be restricted to authorized personnel using suitable physical security measures
f. There shall be a complete and comprehensive security from unauthorized access and misuse.
g. The system shall support encryption of data during exchange both with internal and external systems. Data stored on call centre’s systems shall also be encrypted using enterprise grade encryption.
h. All data and information collected and accessed by the call centre is owned by the Department and shall not be used for any other purpose than for delivering call centre services.
i. The department reserves the right to appoint third parties to audit information security procedures, processes, systems put in place by the call centre at any time without giving prior notice
j. The call centre shall not carry and/ or transmit any written material, information, layouts, diagrams, storage media (hard disk/ tapes) or any other goods/ materials in physical or electronic form, which are proprietary to or owned by the department out of Call Centre premises without prior written permission from the Department.
k. Call Centre acknowledges that all data and other proprietary information or materials, whether developed by department or being used by department pursuant to a license agreement with a third party (the foregoing collectively referred to herein as ― proprietary information) are confidential and call centre agrees to use reasonable care to safeguard the proprietary information and to prevent the unauthorized use or disclosure thereof. Call centre recognizes that the goodwill of Department depends, among other things, upon call centre keeping such proprietary information confidential and that unauthorized disclosure of the same by call centre could damage the reputation of the Department
l. Call centre shall, upon termination of this agreement for any reason, or upon demand by Department, whichever is earliest, return any and all information provided to call centre by Department, including any copies or reproductions, both hardcopy and electronic.
Page 32 m. The resources allocated to provide call centre services to the GoH (e.g.
Agents, Telephone lines and other equipment shall only be utilized to deliver call centre services to the GoH), no sharing of resources with other services may be done which may interfere with the service delivery to the GoH.
v. Security and Privacy
a. Support encryption of data during exchange internally and with external systems. b. System should support Forced password change, Dual user authentication, Display last login/logout, Failed login attempts, Inactivity time out, No concurrent login, Block/delete/relocate users
c. System must comply with IT Security configurable requirements e.g. Password criteria restrictions, Password Length (Minimum and Maximum), Password
change interval, Password change history (password cannot be repeated), Login session timeout, Disallows concurrent login sessions, Account inactivity period before account lockout , Allows password encryption during transmission
vi. Campaign Management
Should have the capability of management and execution of effective outbound calls involving campaigns and calling back to citizens. Should have the capability to monitor & generate reports of outbound call activity.
vii. Facility Management
The Department intends that the contract which is contemplated herewith with the successful bidder shall be for a period of 3 years from the date of full operationalization of call centre (after completion of User Acceptance Testing) and shall cover all the services as per the scope of this RFP. All hardware management, system administration, software maintenance & support in this outsourced contract will be managed by the successful bidder at no additional cost to the HARTRON/Department.
The price finalized shall remain valid for a period of 36 months from the date of full operationalization of the call centre.
Page 33 Viii. Operational Reporting Requirements
a. The call centre solution shall provide for extensive reporting capabilities. The user interface for reporting tools shall be online and GUI based. The system shall generate various statistical reports (hourly, daily, monthly), based on Call completion of agent position/groups.
b. The call centre Bidder shall provide advanced analytics and dashboards in electronic format which is end-user specific, periodic (daily, weekly, monthly, quarterly) and multi-level (serves various levels of Department).
c. An indicative list of reports needed to be supported includes: d. Reports to provide evidence of meeting all SLA requirements
e. Average time taken to answer the call for calls serviced through Agents
f. Maximum time in queue for each type of service & Longest Delay before answer g. Number of call abandoned for a defined time period & Abandoned Call Rate h. Number of calls answered for a defined time period & Average Talk Time i. Number of calls made for a defined time period
j. Average Delay Before Abandon k. Longest Delay Before Abandon
l. Total number of calls landed in the system, offered to the agents, answered by the agents within norms, abandoned by the caller, for a given user defined period.
m. Average and total number of calls in a queue n. Average and total number of unanswered calls o. Agent activity reports, both real-time and historical p. Average and total number of free agents
q. Average and total call duration for different agents r. Average and total queuing time
s. After Call Work (Wrap Up)
t. Root cause analysis of most frequent (e.g. Top 10) queries/complaints u. Analysis of trends in queries/complaints
v. Report will be provided on how many calls came in and how many were information queries and how many were grievances related.
w. Grievance number, grievance type, creation date and resolve date, average resolution time.
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x. Grievances escalation report. System shall support call-by-call reporting. The successful bidder and department will mutually agree on the format of the reports to be submitted by the successful bidder. If department requests the successful bidder to provide customized reports, the successful bidder will provide customized reports at no cost. The reporting tool shall be capable of exporting report details into various formats such as MS Excel, MS Word etc
ix. Audit Trail
a. There should be a comprehensive audit trail detailing every user activity including system/security administrators with before and after image.
b. Audit trails presented by the system should be very detailed with all the related fields, such as User ID, time log, changes made before and after, Machines ID etc.
c. Facility to generate security report(s) and audit the whole process from logs reports at any future date.
d. System should have a special interface for limited users of Government and third party auditors appointed by the Department where access to all data would be allowed without any modification or change permission.
e. The system should have complete audit trail of any changes to the system e.g. alert generated, system configuration etc.
f. The system should not allow audit log to be deleted and any attempts to delete must be logged.
g. The system should have the following standard reports: List of users, user privileges and status
User sign-off and sign-on
User violation – unsuccessful logon attempts
User additions, amendments and deletions with before & after image
x. Exit Management
The bidder is expected to perform Exit management at the end of the
Operations and maintenance phase or on termination of contract due to any reason. As part of exit management the bidder has to migrate the hardware
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stack and software stack to Haryana State data centre (HSDC) or any other data centre as provided by department.
Bidder will share source code for software with department and would not be eligible for any reimbursement.
The exit management shall commence in a manner that the handover is completed by the end of operations and maintenance phase. The bidder shall also provide Exit Management plan clearly specifying the duration and activities required for such transition/migration. In case of premature
termination of contract, the bidder shall initiate exit management and shall carryout all operations till the time handover to the new designated team is completed. During such transition/migration phase it is also to be ensured that there is no service down time.
The bidder shall provide handholding support/overlapped operations for a period of 3 months with the new entity who is going to manage the call centre services.
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3. INSTRUCTION TO BIDDERS
3.1.
Introduction
I. HARTRON invites the eligible parties for appointment as service provider for call centre services as specified in the Scope of Work Section of this RFP.
II. Bidders are advised to study this RFP document carefully before submitting their proposals in response to this notice. Submission of a proposal in response to this notice shall be deemed to have been done after careful study and examination of this document with full understanding of its terms, conditions and implications. Failure to furnish all information required as mentioned in the RFP documents or submission of a proposal not substantially responsive to the RFP documents in every respect will be at the Bidder's risk and may result in rejection of the proposal.
III.
All proposals submitted in response to the RFP document must be accompanied by an EMD of Rs. 1,00,000/- (Rupees One Lakhs Only). The Payment for EMD Rs.1,00,000/- (Rupees One Lakh only) can be made online directly through RTGS / NEFT and the bidder would remit the funds at least T + 1 day (Transaction + One day) in advance to the last day and make the payment via RTGS / NEFT to the beneficiary account number as mentioned in the challan.Bids submitted without adequate EMD will be liable for rejection.3.2.
Compliant Proposals / Completeness of Response
I. Bidders are advised to study all instructions, forms, terms, requirements and other information in the RFP documents carefully. Submission of the bid shall be deemed to have been done after careful study and examination of the RFP document with full understanding of its implications.
II. Failure to comply with the requirements of this paragraph may render the
Proposal non-compliant and the Proposal may be rejected. Bidders must:
a. Include all documentation specified in this RFP;
b. Follow the format of this RFP and respond to each element in the order as set out in this RFP
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3.3.
Language of the Bid
The bid as well as all the supporting documents relating to the bid exchanged by the Bidder and the Purchaser shall be written in English language. Supporting documents and printing literature furnished by the Bidder maybe in another language provided they are accompanied by an accurate translation of the relevant passages in the English language
3.4.
Bid Validity
The offer submitted by the Bidders should be valid for minimum period of 180 days from the date of submission of Tender.
3.5.
Pre-bid Meeting & Clarifications
The pre bid meeting of all the intending bidders would be held at the scheduled date and time as indicated in the “Schedule of Bid process” subsection. Intending bidders may submit their queries or suggested suitable modifications in the format defined in Annexure ”G” The bidder shall submit his queries via e-mail to the address as mentioned in the “Schedule of Bid process” subsection. Purchaser will communicate such changes that are accepted to all the intending bidders. These would be available at the
purchaser’s websit
this document and binding on all the bidders.
3.6.
Right to Terminate the Process
I. Purchaser may terminate the RFP process at any time and without assigning
any reason. Purchaser makes no commitments, express or implied, that this process will result in a business transaction with anyone.
II. This RFP does not constitute an offer by Purchaser. The bidder's participation in this process may result purchaser selecting the bidder to engage towards execution of the contract.
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3.7.
Submission of proposals
The bids shall be submitted Online in three separate envelopes:
• Envelope 1: Pre-Qualification Bid
• Envelope 2: Technical Bid
• Envelope 3: Commercial Bid
Bidder must ensure that the information furnished by bidders in respective CDs/DVDs is identical to that submitted online. In case of any discrepancy observed by purchaser in the contents of the CDs/DVDs and online bid, the information furnished online bid will prevail over the soft copy.
3.8.
Late Bids
I. Bids received after the due date and the specified time (including the
extended period if any) for any reason whatsoever, shall not be entertained.
II. The bids submitted by telex/telegram/fax/e-mail etc. shall not be considered. No correspondence will be entertained on this matter.
III. Purchaser shall not be responsible for any postal delay or receipt/ non-delivery of the documents. No further correspondence on the subject will be entertained.
IV.
Purchaser reserves the right to modify and amend any of the above-stipulated condition/criterion depending upon project priorities vis-à-vis urgent commitments.3.9.
Disqualification
The bidder would be disqualified at any time during the bid process at the sole discretion of the purchaser, for the following reasons:
I. Submitted the bid after the response deadline;
II. Made misleading or false representations or suppressed relevant information in the bid proposal (including documents, forms, statements, attachments, presentations, etc.) submitted as proof of the eligibility requirements or as part
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of their proposal;
III. Failure to meet any of the eligibility criteria as mentioned in the RFP.
IV. Submitted a proposal that is not accompanied by required fee / EMD as
necessary;
V. Failed to provide clarifications, non-responsive and/or substantive responses, when sought;
VI.
Blacklisted by the Government of India (“GoI”), State Government or any other Government owned agency including quasi-Government sector organization or company, for corrupt, fraudulent practices or reasons related to non-performance in an engagement on the date of opening of bid.3.10.
Evaluation Process
I. Purchaser will constitute a Proposal Evaluation Committee to evaluate the
responses of the bidders.
II. The Proposal Evaluation Committee constituted by the purchaser shall
evaluate the responses to the RFP and all supporting documents/ documentary evidence. Inability to submit requisite supporting documents/ documentary evidence, may lead to rejection.
III. The decision of the Proposal Evaluation Committee in the evaluation of
responses to the RFP shall be final. No correspondence will be entertained outside the process of negotiation/ discussion with the Committee.
IV. The Proposal Evaluation Committee may ask for meetings with the Bidders to seek clarifications on their proposals.
V. The Proposal Evaluation Committee reserves the right to reject any or all
proposals on the basis of any deviations.
VI. Each of the responses shall be evaluated as per the criterions and
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4. CRITERIA FOR EVALUATION
I. The overall objective of this evaluation process is to select the capable and qualified firm in the business domain of call centre services.
II. First the Pre-Qualification Proposal will be evaluated and only those bidders who qualify the requirements will be eligible for next set of evaluations. Technical Proposal and Commercial Proposal of Bidders who do not meet the Pre-Qualification criteria will be returned without opening.
III. A consortium of companies is not eligible to participate.
IV. The technical score of all the bidders would be calculated as per the criteria mentioned below. All the bidders who achieve at least 65 marks in the technical evaluation would be eligible for the next stage, i.e. Financial Bid opening.
V. Proposals of Companies would be evaluated as per Technical Evaluation
Criteria. Agencies / firms should clearly indicate, giving explicit supporting documentary evidence, with respect to the above, in absence of which their proposals will be rejected summarily at the qualification stage itself.
4.1 Pre-Qualification Criteria
Sno. Criteria
Supporting Documents
1
Bidder should be registered under the Indian Companies Act 1956 are eligible or a partnership firm registered under the Partnership Act, 1932 or registered under LLP Act, 2008. Partnership and Proprietorship firm are not allowed in case of consortiums
Certificate of Incorporation.
2
The bidder should have been in operation for at least 5 years as on 31th March 2015 as evident by the certificate of Incorporation and Certificate of Commencement of Business issued by the Registrar of Companies, India
or sales tax certificate
Certificate of Incorporation or Commencement of Business issued by the Registrar of Companies, India or sales tax certificate or certificate issued by any other government authority
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Sno. Criteria
Supporting Documents
or certificate issued by any other government authority
3
The bidder should not currently have been blacklisted by any Government Agency in India or under a declaration of ineligibility for fraudulent or corrupt practices or inefficient/ ineffective performance.
Undertaking from the authorized signatory of the bidder (as per format given in Annexure ‘B”)
4
a) The bidder should be a profit making company at least in two out of the last three financial years ending 31st March 2015. b) The bidder should have a minimum
turnover (from call centre services) of 5 Crore (Five Crore) in at least one of the previous three years and average turnover of at least 4 Crore (Five Crore) for the last three financial years (i.e. 2011-12, 2012-13, 2013-14).
• Certificate from the authorized signatory of the bidder.
• Audited Annual Financial Statements and Annual Report and Certified statement from the Current Statutory Auditors of the bidder.
5
The Bidder should have been in business of running a Call Centre for at least 3 years and running the call centre of a government department/PSU/Telecom Operator for the last 2 years for minimum 50 agents per client at any single location
• Undertaking from the current authorized signatory of the bidder.
• Client Certificate and citations
6 The bidder should have Service Tax Registration and PAN No.
• Certified copy of service tax registration and PAN number. Note: 1) Please fill the details for compliance requirements as provided in Annexure-‘G’
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4.1.
Technical Qualification Criteria
I. Technical proposal of the bidders will be opened and evaluated who meets and
qualify all the prequalification criteria.
II. The evaluation committee will evaluate the Technical Proposals on the basis of the technical evaluation criterion as provided below.
S. No Criteria Marks
1 Past Experience 15
Past experience in call centre services similar to the requirements described in the “Scope of Work” section of this RFP. ( maximum of 3 projects)
Weight-age to services provided from Chandigarh / Panchkula region
15
2 Project understanding & technical strength 40
Quality of Technical bid document (Bidder's understanding & responsiveness) 10 Proposed plan for call centre setup and facility (Network diagram, make, model
and configuration of equipment, backup strategy, infra layout, design and
dimensions of each seat, description of air conditioning & power backup, proposed call flow architecture and associated processes, premises for call centre (lease status, location, quality)
10
Call Centre / CRM software demonstration (Technology, methodology & plan for development & hosting for CRM agent, MIS and other modules)
10
Proposed Business continuity plan for all scenarios (including but not limited to power failure, equipment failure, server crash, desktop crash, network failure etc.), DC and DR details
5
Approach and Methodology for integration with external applications 5
3 Adequacy and Quality of Resources proposed for Deployment 35
Team Structure, Pool of resources, detailed resource deployment plan and details in time schedule for execution (with diagram)
10 Monitoring tools / methods, remote monitoring, training facilities, Quality methods, expansion capacity of facility
10
Indicative resource profiles & optional interview of selective resources 15
4 Clarity of understanding, overall merit of proposal, unique value propositions based on presentation / demo
10
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4.2.
Technical Bid Evaluation
I. The Technical Evaluation of the responses of the Bidders would be scrutinized based on Technical criteria set in this RFP.
II. The Technical evaluation shall involve:
(a) Paper-based evaluation of the Technical Bids (b) Technical Presentation by Bidders
(c) Call centre tool demo and optional integration methodology display with simulated third party applications
(d) Brief interaction with key resources of proposed team
(e) Demonstration of CRM and other software components
III. Paper-based evaluation of technical bids (#ii(a) above) would be done on following parameters as per detailed technical presentation / document submitted by the bidder:
(a) Call Centre Capability containing solution Proposed for the requirements illustrated in the RFP
(b) End to End to solution on how desks would be set up to cover all the requirements
(c) Implementation plan with milestones and responsibilities, risk mitigation factors
(d) Technology solution
(e) Operational reporting capabilities and proposed relevant reports (f) Solution Implementation capability
(g) Implementation Details:
(h) Time-frame and Project Implementation Plan including phasing (i) Man power availability (Hindi and English language capabilities) (j) Details of location / centre proposed to house the Call centre (k) Size of operations – Inbound/ Outbound
(l) Kinds of processes to be run from the location
(m) Infrastructure details of the location – Power backup, Telecom infrastructure, Physical security
(n) People at the location – Profiles of the centre head, Program manager, Team leader, Quality of personnel
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(p) Key Value Propositions
(q) SLA management plan including the tools used to measure SLAs and methods for improving SLA adherence
(r) Data Security factors including reference checking process, training approach, non-disclosure agreements, compliance with relevant policies, technical measures and other security infrastructure like access cards, CCTV etc.
IV. Based on the ‘Evaluation Parameters’ as tabulated above, the bidder’s
technical proposal shall be evaluated. For the purpose of detailed technical evaluation, technical marks shall be awarded based on the detailed evaluation criteria. The technical marks shall then be converted into Technical Score (ST) in percentage. 1 Technical mark corresponds to 1 Technical Score in percentage. Technical Score (ST)
