Nepal Telecom

NEPAL TELECOM 

Nepal Doorsanchar Company Limited 

Nepal Telecom 


Tender No. NDCL/06/066-67 

for 

Supply, Delivery and Installation Supervision 

of 

IVR System 

September, 2009 

Material Management Department Tel. No. : 977 1 4227878 

Central office, Doorsanchar Bhawan Fax No. : 977 1 4227260 

Bhadrakali Plaza P.O. Box No. – 5406 

Kathmandu 

E-mail : ntc.mmd@ntc.net.np 

Nepal 

Website : http://www.ntc.net.np 

TENDER NO.: NDCL/06/066-67, SUPPLY, DELIVERY AND INSTALLATION SUPERVISION OF IVR SYSTEM Page 1 of 56

NEPAL TELECOM 


Table of Content 

S/N Section Description Page No. 

Commercial Specifications 

1 I Important Notice to Bidders (INB) 3 

2 II Invitation for Bids (IFB) 5 

3 III Instructions to Bidders (ITB) 6 

4 IV Conditions of Contract (COC) 17 

5 V Sample Forms 28 

Bid Form (Sample Form No. - 1) 

Bid Security Form (Sample Form No. - 2) 

Manufacturer's Authorization Letter (Sample Form No.-3) 

Performance Security Form (Sample Form No. - 4) 

Schedule of Requirement 

6 VI - I Schedule of Requirements for IVR System 32 

7 VI – II Schedule of Delivery, Installation, Testing and 

Commissioning for IVR System 

33 

8 VII Price Schedule and Quantity Thereof for IVR System 34 

Technical Specifications 

9 VIII Technical Specifications 36 

10 Annex – I Flow Diagram of Result Enquiry System 

11 Annex – II Flow Diagram of Bill Enquiry System 

12 Annex – III Flow Diagram of Fault Booking for PSTN/ADSL and 

complaint Handling 

13 Annex – IV Flow Diagram of Changed Number Announcement System 


NEPAL TELECOM 


Section I: Important Notice to Bidders (INB) 

All the documents to be submitted by the bidder shall be written in English language. 

Part A 

Bidders are requested to study the tender document carefully. Absence of any of the following 

document will result in the rejection of the Bid. 

(a) A clause by clause comments on Conditions of Contract and Technical Specifications. 

(b) All the pages containing Conditions of Contract and Technical Compliance Statement shall be signed 

and stamped with official seal by the bidder (authorized person). 

(c) Detailed technical description and the performance characteristics of all the offered IVR system shall be 

included along with the bid document. 

(d) Supply records of IVR equipment specified in clause no. – 21 of section III: Instructions to Bidders 

(ITB) and the verification of requirements mentioned in section VI-I: Schedule of Requirements. 

(e) Quality Assurance Certificate ISO 9000 Series Certificates relating to the manufacturing of IVR system 

(f) All documents supporting as evidence for the clauses of eligibility of products shall be Authentic 

Documents (true copy of certificates with the letter head of the issuing authority duly signed with date 

by the authorized person, stamped with official seal and with name, designation of the signatory in the 

letter) regarding Bidder’s/Manufacturer’s experience and field proven-ness of IVR System as mentioned 

in the Clause No. – 16.2 of Section III: Instructions to Bidders (ITB). 

Part B 

The following documents shall be submitted by the bidders for bid opening purpose, without which 

the bid shall be rejected. 

(a) Bid Form duly signed with date by the authorized person and stamped with official seal as per Sample 

Form No. - 1 “Bid Form” of section V enclosed in the bid document. 

(b) Bid Security furnished in accordance with clause No. – 7 of section III: Instructions to Bidders (ITB) 

and as per Sample Form No. - 2 “Bid Security Form” of section V enclosed in the bid document. 

(c) Price schedule duly signed with date by the authorized person and stamped with official seal in 

accordance with section VII: Price Schedule and Quantity Thereof for IVR System with all 

accessories. 

(d) Manufacturer's Authorization Letter as specified in clause No. – 16.1 of section III: Instructions to 

bidders (ITB). 

(e) In case, the bidder wishes to offer any discount or any goods, services and inland delivery free of cost, 

such letter of discount/ free of cost offer applicable to the main offer shall be attached to the bid opening 

documents. The offered discount will not be considered for evaluation of bid if such letter is not attached 

with bid opening document. The discount shall be proportionately absorbed in the unit price of the 

goods, services and inland delivery at the time of contract and shall be applicable in all subsequent 

purchases on latter dates well within the clause No. 6 "Warranty" at Section IV: Condition of Contract 

(COC). 


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(f) The unit price of all goods, services and inland delivery including free of cost goods, services and inland 

delivery shall be quoted in section VII “Price Schedule and Quantity Thereof for IVR System with 

all Accessories”. The bidder shall clearly mention as “Free of Cost” (FOC) in the ‘Total CIF price’ and 

'Total Inland Delivery price' in their respective column of price schedule. The prices of the free of cost 

goods, services and inland delivery and/ or discount shall be proportionately absorbed in the unit price of 

the goods, services and inland delivery at the time of contract and shall be applicable in all subsequent 

purchases on later dates well within the clause no. 6 "Warranty" of Section IV: Condition of Contract 

(COC). 

(g) The Power of attorney and signature specimen of the authorized person in a separate sheet shall be 

submitted along with the Bid. 

Part C 

In order to simplify the process of Bid opening and also to economize the time consumed during the 

Bid opening, the Bidders are required to submit the above documents mentioned in Part -B in a 

separate sealed envelope marked as "DOCUMENT FOR BID OPENING". Otherwise, the bidder 

shall be fully responsible for the probable consequences that may result therein after. 

Important Conditions of Contract (COC) 

Part D 

(a) Bids with deviation, in Delivery, Installation and Commissioning period as mentioned in clause No. - 5 

of section IV: Conditions of Contract shall be rejected. 

(b) Bids with any deviation in Warranty requirements as given in clause No. - 6 of section IV: Conditions of 

Contract shall be rejected. 

(c) Bids with any deviation in Payment Terms as mentioned in clause No - 7 of section IV: Conditions of 


(d) The bid shall be rejected if the bidder fails to comply with Taxes and Duties as per clause No. - 11 of 

section IV: Conditions of Contract. 

(e) Bid with any deviation in the major clauses marked with asterisk (*), shall be rejected. 

Technical Compliance Statement 

Part E 

In order to assist the evaluation process, the bidders shall mention the relevant clause No., page No., 

chapter/section/volume of the offered bid document and/or the brochure and catalogue, wherever applicable, 

for the purpose of verification of their technical compliance statement. 

End of Section I: Important Notice to Bidders (INB) 


NEPAL TELECOM 


Section II: Invitation for Bids (IFB) 

Date: September__, 2009 

Tender No. NDCL/06/066-67 

1. The Nepal Telecom (Nepal Doorsanchar Company Limited) invites sealed bids for the Tender No. 

NDCL/06/066-67 for Supply, Delivery and Installation Supervision of IVR system. 

2. Interested bidders may obtain further information from the office of: 



Material Management Department 

Central Office, Doorsanchar Bhawan 

Bhadrakali Plaza, Kathmandu, Nepal 

P.O. Box No. - 5406 

Tel. No. : 977 1 4227878, 4210309 

Fax No. : 977 1 4227260 

E-mail: ntc.mmd@ntc.net.np 


3. A complete set of bidding documents may be purchased by any interested bidder on the submission of a 

written application to the above and upon payment of a non-refundable fee of NRs. 5,000.00 (Nepalese 

Rupees : Five Thousand only) or US$64.00 (US Dollars : Sixty Four only) or Euro 45.00 (Euro : Forty 

Five only). 

If interested bidder wishes to collect the document by courier service, additional US$ 70.00 (US 

Dollars : Seventy only) or Euro 60.00 (Euro : Sixty only) or NRs. 6,000.00 (Nepalese Rupees : Six 

Thousand only) will be charged to the bidder. 

4. Bids must be accompanied by a Bid Security of US$ 10,800.00 (In words: United States Dollars: Ten 

Thousand Eight Hundred only) or Euro 7,600.00 (In words: Euro: Seven Thousand Six Hundred only) 

or NRs. 845,000.00 (In words: Nepalese Rupees: Eight Hundred Forty Five Thousand only). 

The bid security must be furnished or counter guaranteed by one of the following banks in Nepal. 

(1) Nepal Rastra Bank (9) Everest Bank Limited 

(2) Standard Chartered Bank Nepal Limited (10) Machhapuchchhre Bank Limited 

(3) Nabil Bank Limited (11) Siddhartha Bank Limited 

(4) Himalayan Bank Limited (12) Nepal SBI Bank Limited 

(5) Nepal Investment Bank Limited (13) Laxmi Bank Limited 

(6) Bank of Kathmandu Limited (14) NMB Bank Limited 

(7) Nepal Industrial and Commercial Bank Limited (15) Development Credit Bank Limited 

(8) Kumari Bank Limited (16) Global Bank Limited 

The bidder may submit the bid security issued or counter guaranteed by the bank not listed above with 

the Nepal Telecom's prior written consent. In such a case bidder shall make a request to accept the bank 

other than listed above fifteen (15) days prior to the deadline for the submission of bids. However, Nepal 

Telecom reserves the right to accept or reject the bidder's request without thereby incurring any liability 

to the affected bidder or any obligation to inform or explain the affected bidder of the grounds for Nepal 

Telecom's action. 

5. Bid documents will be available in soft copy (in CD) as well as in hard copy. The offer shall also be 

provided in the hard copy (documentation form) as well as in the form of soft copy in CD (in Word, 

Excel and PDF Format). Soft copy is used for the easiness of bid preparation and for the easiness of bid 

evaluation only. In case of discrepancy between the two, the hard copy shall prevail. 

End of Section II: Invitation for Bids (IFB) 


NEPAL TELECOM 


Section III: Instructions to Bidders (ITB) 

1. Cost of Bidding 

The bidder shall bear all cost associated with the preparation and submission of its bid, and the Nepal 

Telecom will in no case be responsible or liable for those costs, regardless of the conduct or outcome of the 

bidding process. 

2. Bidding Document 

2.1 The goods/ services required, bidding procedures and conditions of contract are prescribed in the bidding 

documents. In addition to the Invitation for Bids, the bidding documents include: 

(a) The Instruction to Bidders 

(b) Conditions of Contract 

(c) Technical Specifications 

(d) Schedule of Requirements 

(e) Price Schedule 

(f) Bid Form 

(g) Bid Security Form 

(h) Manufacturer’s Authorization Letter 

(i) Performance Security Form 

2.2 The bidder is required to examine all Instructions, commercial terms and conditions, forms, technical 

specifications, schedule of requirements etc. as included in the bidding document. Failure to furnish all 

information as required by the bidding documents or submission of an incomplete and/ or partially 

quoted bid will remain at the bidder’s risk and may result in the rejection of its bid. 

The bidder shall be duly authorized by the producer or manufacturer of the goods to supply the goods in 

Nepal, in case the bidder did not manufacture or otherwise produce it. 

3. Clarification of Bidding Documents 

A prospective bidder requiring any clarification of the bidding documents may notify the Nepal Telecom 

in writing at the mailing address indicated in the invitation for bids. The Nepal Telecom will respond in 

writing to any request for clarification of the bidding documents received not later than fifteen (15) days 

prior to the deadline for the submission of bids. Written copies of the Nepal Telecom's response 

(including an explanation of the query but without identifying the source of the inquiry) will be sent to 

all prospective bidders who have purchased the bidding document. 

4. Amendment of Bidding Document 

4.1 The Nepal Telecom, may, for any reason, whether at its own initiative or in response to a 

clarification requested by a prospective bidder, may issue clarification and corrections seven (7) 

days prior to the deadline for the submission of bids without affecting the condition and 

specifications. 

4.2 Such clarifications and corrections will be notified in writing to all prospective bidders who have 

purchased the bidding documents. Inclusion of such clarification and corrections will be binding on 

them. 

4.3 In order to provide bidders reasonable time in which to take the amendment into account in 

preparing their bids, the Nepal Telecom may at its discretion extend the deadline for submission of 

bids. 


NEPAL TELECOM 


5. Composition of Bid Document 

The bid documents shall comprise documents and forms duly filled with date and signed by authorized 

person as mentioned in the Section I: ‘Important Notice to Bidders’. 

5.1 Submission of the following documents and forms along with bid document are mandatory, without which, 

the bid shall be rejected. 

(a) Bid Form (Sample form No. - 1) in accordance with section V: Sample Forms; duly filled with date and 

signed by authorized person. 

(b) Bid Security furnished in accordance with Clause No. - 7 of Section III: Instructions to Bidders 

(ITB) and the Bid Security Form (Sample form No. - 2) Duly filled with date and signed by authorized 

person. 

(c) Price Schedule in accordance with section VII and clause No. – 6 of section III: Instructions to 

Bidders (ITB) duly filled with date and signed by authorized person. 

(d) Manufacturer's Authorization Letter if the bidder is not a manufacturer (as per Sample form No. - 3 

of Section V) for the offered goods/ items. (Please refer to clause No. - d: Part-B of section I: 

Important Notice to Bidders.) 

(e) The Power of attorney and Signature specimen of the authorized person in a separate sheet shall be 

submitted along with the Bid. (Please refer to clause No. – g: Part-B of section I: Important Notice to 

Bidders.) 

(f) A clause by clause comments on Conditions of Contract and Technical Specification. (Please refer to 

Clause No. - a.: Part-A and Part-E of Section I: Important Notice to Bidders.) 

(g) Detail technical description and performance characteristics of all the offered IVR System equipment 

with all Accessories to be supplied. (Please refer to clause No. - c: Part-A of section I: Important 

Notice to Bidders.) 

(h) Supply records of the offered IVR System Equipment and Accessories. (Please refer to clause No. – 21 

of section III: Instructions to Bidders.) 

(i) All documents supporting as evidence for the clauses of eligibility of products shall be Authentic 

Documents (true copy of certificates with the letter head of the issuing authority duly signed with date 

by the authorized person, stamped with official seal and with name, designation of the signatory in the 

letter) regarding Bidder’s/Manufacturer’s experience and field proven-ness of IVR system equipment as 

mentioned in the Clause No. – 16.2 of Section III: Instructions to Bidders (ITB). 

(j) Quality Assurance Certificate: ISO 9000 Series Certificate. (Please refer to clause No. - e.: Part-A of 

section I: Important Notice to Bidders.) 

(k) All the pages containing Conditions of Contract and Technical Compliance Statement shall be signed by 

the bidder (authorized person) and stamped with official seal. 

(l) The bidder shall guarantee that the goods supplied under this contract are genuine, newly manufactured, 

and unused. With rapid technological developments taking place in this field, the Bidder shall offer most 

recent or updated version, incorporating all the recent improvement in designs and materials, of the field 

proven equipment unless provided otherwise in the contract and conform to the bidding document. The 

changes introduced in such equipment shall, however, be evolutionary and not revolutionary in nature. 

(m) The bidder shall submit its Audited Financial Statement and Annual Reports for last three (3) 

consecutive fiscal years of manufacturer along with the bid document. 


NEPAL TELECOM 


(n) Product catalogue/ brochures with technical specification, company profile of the manufacturer 

etc. to be furnish to establish that the manufacturer has the financial, technical and production 

capability necessary to perform the contract, including capacity in terms of personnel for the 

purpose of carrying out services. 

The Bidder shall submit the above documents from (a) to (e) in 3rd envelope sealed and marked as 

“Document for bid Opening” and remaining documents from (f) to (n) shall be enclosed in 1st 

envelope “Original” and 2nd envelope “Copy” as mentioned in clause No – 9: of Section III : 

Instructions to Bidders. 

5.2 Compliance Statements to Commercial and Technical Requirement 

5.2.1 In the offer, the bidder shall include clause by clause statement and sufficient documentation such that 

the Nepal Telecom can validate the compliance statements. In the statement of compliance, the bidder 

shall state:- 

a. “Fully Compliant" if systems and functions offered fully meet the tender requirement. 

b. “Partially Compliant” if the systems and functions offered meets the requirement partially. The 

bidder shall state the reason why the offer is partially compliant. However, if the bidder is able to 

fulfill the specified requirement later, the time schedule for this shall be stated. In such cases, the 

bidder shall clearly mention the extent to which other requirements or specifications are affected. 

c. “Non Compliant” if the systems and functions cannot meet the requirements. The bidder shall also 

state reasons for it. 

d. Compliance statements such as ‘Agreed’, ‘Noted’, ‘OK’, Tick mark, Do (") and ‘Understood’ etc. 

shall not be acceptable and shall be considered “Non Compliant” 

Bidders shall mention, along with the compliance statement, the relevant clause No., page No., 

chapter /section/volume of the offered bid document and/or the brochure and catalogue, wherever 

applicable, for the purpose of verification of their commercial and technical compliance statement. 

5.2.2 In case of absence or unclear statements of compliance for any specified requirement, the Nepal 

Telecom will interpret that particular requirement as being "Non Compliant ". 

6. Bid Price and Bid Currency 

The bidder shall quote the unit prices and total bid prices of the goods it proposes to supply under the 

contract on the appropriate price schedule attached to this document. 

6.1 The prices shall be quoted in US$ or in EURO on CIP (by air) to the delivery Sites as per Section VI- 

II: Schedule of Delivery, Installation, Testing and Commissioning for IVR System. The prices 

shall be exclusive of taxes/duties such as VAT, Local Development Tax, Custom Duties, and Security Tax 

etc. applicable at the port of entry in Nepal. 

6.2 The bidder shall be responsible to pay withholding tax (TDS – Tax Deduction at Source) as per the 

Income tax law of government of Nepal applicable at the time of the payment. 

6.3 The Bidders from Nepal shall quote in Nepalese currency on CIP Nepal Telecom's respective Stores basis 

and payments will be made accordingly. This price shall be inclusive of taxes/duties such as VAT, Local 

Development Tax, Custom Duties and Security Tax etc. applicable in Nepal. Such bidder must submit up to 

date firm/ company registration certificate and tax clearance certificate from Government of Nepal. 


NEPAL TELECOM 


6.4 The Bidder from outside Nepal, if wishes to supply goods with Nepal as country of origin or wishes to 

quote in Nepalese currency fully or partially, shall quote in Nepalese currency. This price shall be 

inclusive of taxes/duties such as VAT, Local Development Tax, Custom Duties, and Security Tax etc. 

applicable in Nepal. Such Bidder must submit Tax Invoice with VAT number. The Bidder may authorize 

its Local Agent to receive the payment of Nepalese Currency portion, provided Local Agent must be 

registered in Nepal in accordance with Nepal Government law and must submit up to date 

firm/Company registration certificate and Tax clearance certificate from Government of Nepal. 

6.5 If the supplier who has quoted the price in Foreign Currency wishes to receive the payment in Nepalese 

Currency, the exchange rate applicable for such conversion shall be as per the exchange rate of the bid 

opening date. 

6.6 In case of Nepalese Companies bidding on behalf of principal Manufacturer/Bidder (other than Nepalese), the 

Nepalese Bidder: 

(1) shall furnish authenticated document showing the bidder (Nepalese Company) as an authorized dealer of 

the offered equipment and agency Registration Certificate issued by concerned authority in Nepal along 

with the bid. 

(2) shall quote the prices as stated in clause No. 6.1 of Section III: Instruction to Bidder (ITB). 

(3) shall submit the Power of Attorney to submit and sign the bid offer (if applicable). 

(4) The Nepalese Bidder furnishing the bid security on behalf of the principal Manufacturer/bidder shall 

preferably state the bidder's name as "M/s-----(Name of the Bidder) bidding on behalf of M/s------(Name 

of principal Manufacturer/bidder)". The name and address of principal company must be mentioned in 

the bid and the payments will be made accordingly to the principal company or the foreign company (not 

to the Nepalese company). 

(5)Nepal Telecom shall open L/C in the name of principal manufacturer and payment shall be made to the 

principal manufacturer only after deducting Tax Deduction at Source applicable at the time of payment as 

per Income Tax Law of Nepal. 

6.7 The prices shall be fixed and will not be subjected to any variation. 

Any bid not submitted as per the clause No. - 6 shall be rejected. 

7. Bid Security 

7.1 Pursuant to clause No. - 4 of section II, the bidder shall furnish, as part of its bid, Bid Security of US$ 

10,800.00 (In words: United States Dollars: Ten Thousand Eight Hundred only) or Euro 7,600.00 (In 

words: Euro: Seven Thousand Six Hundred only) or NRs. 845,000.00 (In words: Nepalese Rupees: 

Eight Hundred Four Thousand only) or equivalent amount in the currency quoted in the bid document 

The bid security must be furnished or counter guaranteed by one of the Nepalese Commercial Banks as 

mentioned in clause No. - 4 of section II: Invitation for bid. 

7.2 Bid Security shall remain valid up to 19 th March, 2010. 

7.3 Any bid not secured in accordance with clause Nos. 7.1 and 7.2 shall be rejected. 

7.4 The bid security is required to protect the Nepal Telecom against the risk of bidder's non-performance. 

7.5 The bid securities of all the bidders will be discharged upon signing of the contract and after furnishing the 

performance security by the successful bidder, pursuant to clause No. – 4 of Section IV: Conditions of 

contract (COC). 


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7.6 The bid security shall be forfeited 

(a) If the bidder withdraws its bid during the period of bid validity specified by the bidder on the Bid Form; 

OR 

(b) If the bidder, having been notified of the acceptance of its’ bid by the Nepal Telecom during the period of 

bid validity, either fails or refuses to sign the contract agreement within fifteen (15) days from the date of 

issuance of letter of intent (LOI); or fails or refuses to furnish the Performance Security in accordance 

with clause No. - 4 of section IV: Conditions of Contract. 

7.7 If due to certain reasons, bid submission date is extended the validity of the bid security shall be extended 

accordingly without which bid shall be rejected. 

8. Period of Validity of Bids 

8.1 Bids shall remain valid up to 17 th February, 2010. 

Bids, not valid until the date mentioned above, shall be rejected. 

8.2 In exceptional circumstances, the Nepal Telecom may solicit the bidder's consent to an extension of the period 

of validity. The request and the responses thereto shall be made in writing. The bid security provided under 

clause No. - 7 of section III: ITB shall also be suitably extended. A bidder may refuse the request without 

forfeiting its bid security. A bidder granting the request will not be required nor permitted to modify its bid. 

8.3 If due to certain reasons, bid submission date is extended the validity of the bid shall be extended 

accordingly without which bid shall be rejected. 

9. Formats, Sealing, Marking and Signing of Bids 

9.1 The bidders are required to submit the bids in three (3) separate envelopes each envelope sealed properly 

as follows: 

(a) 1st envelope with seal and marked as "Original", shall contain original documents as per Part - A of 

Section I : Important Notice to Bidders (INB). 

(b) 2nd envelope with seal and marked as "Copy", shall contain copy documents as per Part - A of 

Section I: Important Notice to Bidders (INB). 

(c) 3rd envelope with seal and marked as "Document for Bid Opening", shall contain original 

documents as per Part - B of Section I: Important Notice to Bidders. 

In the event of any discrepancy between original and copy document, the original hard copy 

document shall prevail. 

9.2 The original and the copy or copies of the bid shall be typed or written in indelible ink and shall be 

signed by the bidder or a person or persons duly authorized to bind the bidder to the contract. All pages 

of the bid, except for un-amended printed literature, shall be initialed by the authorized person or 

persons signing the bid. But, the pages containing conditions of contract and technical compliance 

statement shall be signed and stamped with official seal by the bidder (authorized person). Please refer to 

clause No. - b: Part-A of Section I : Important Notice to Bidders also. 

9.3 Any interlineations, erasures, or overwriting shall be valid only if they are initialed by the authorized 

person or persons signing the bid. Please refer to clause No. - b : Part-A of Section I : Important Notice 

to Bidder also. 


NEPAL TELECOM 


9.4 (a) The inner and outer envelopes shall be addressed to the Nepal Telecom at the following address: 






P.O. Box No. - 5406 

Tel. No. : 977 1 4227878, 4210309 

Fax No. : 977 1 4227260 

E-mail: ntc.mmd@ntc.net.np 


(b) Bearing “Invitation for Bids Tender No. NDCL/06/066-67 for Supply, Delivery and Installation 

Supervision of IVR System” with all Accessories and the words “Do Not Open Before Opening 

Date” i.e. 21 st October, 2009 and indicate the name and address of the bidder to enable the bid to be 

returned unopened in case it is declared “late”. 

9.5 If the outer envelope is not sealed and marked as required by clause No. – 9.4, the Nepal Telecom will 

assume no responsibility for the bid's misplacement or premature opening of the bid submitted. The bid 

thus received will be rejected. 

9.6 In order to facilitate evaluation of the bid, the bidder shall provide the complete bidding documents in 

hard copy as well as soft copy including price schedule, Schedule of Requirements, Compliance 

statements of both Commercial and Technical requirements, other calculations etc. In case of 

discrepancy between hard copy and soft copy, hard copy shall prevail. 

10. Deadline for Submission of Bids 

10.1 Bids must be received by the Nepal Telecom at the address specified under clause No. - 9.4 (a) not later 

than 11: 45 a.m. on 21 st October, 2009 . 

However, if the submission date is declared to be public holiday, the submission date will be postponed 

for the next working day at the said time. 

10.2 The Nepal Telecom may, at its discretion, extend this deadline for the submission of bids by amending 

the bidding documents in accordance with clause No. - 4 of Section III: Instructions to Bidders. 

11. Late Bids 

Any bid received by the Nepal Telecom after the date and the time of submission of bids pursuant to 

clause No. - 10 of Section III: Instructions to Bidders (ITB) shall be rejected. 

12. Opening of Bids by the Nepal Telecom 

12.1 The Nepal Telecom will open bids, in the presence of bidders representatives who choose to attend at 

12.00 noon on 21 st October, 2009 in the Nepal Telecom, central office, Doorsanchar Bhawan, Bhadrakali 

Plaza, Room No. - 201. In case, the bid opening date happens to be an official holiday, the Nepal 

Telecom will open the bids in the following working day. The bidder representatives who are present 

shall sign a bid opening checklists evidencing their attendance. 

12.2 The bidder's names, bid prices, modifications, bid withdrawals and the presence or absence of the 

requisite bid security and such other details as the Nepal Telecom at its discretion, may consider 

appropriate will be announced at the opening. 

12.3 The Nepal Telecom shall prepare minutes of the bid opening. 


NEPAL TELECOM 


13. Delivery Schedule 

Delivery of all the goods shall be made to the Nepal Telecom's respective stores as mentioned in clause 

No. – 5 “Delivery” of section IV: Conditions of Contract (COC) and quantity mentioned in section 

VI: Schedule of Requirement for IVR System with all Accessories. 

If the offered delivery period is more than the period specified in clause no. – 5.1 of Section IV: 

Conditions of Contract (COC), the price adjustment will be made by loading the bid price by one half 

(0.5%) percent of the total quoted price per week for the delayed period up to four (4) weeks. 

Bids with deviation in delivery period mentioned in Clause No. - 5 of Section IV: Conditions of 

Contract (COC) by more than four (4) weeks shall be rejected. 

14. Warranty 

Bid with any deviation in warranty as mentioned in clause No. – 6 of section IV: Conditions of Contract 

(COC) shall be rejected. 

15. Payment 

Bid with any deviation in payment term as mentioned in clause No. – 7 of section IV: Conditions of 


16. Bidders and Manufacturer’s Eligibility. 

Bidder shall not be under a declaration of ineligibility for corrupt and fraudulent practices issued by 

Government of Nepal. The Bidder and Manufacturer who are black listed or are under the process of 

being black listed shall not be eligible to participate this bidding process. The bid offered by such 

Bidder and Manufacturer shall not be considered for the bid evaluation. 

16.1 Manufacturer’s Authorization Letters 

The bidder shall submit Manufacturer’s Authorization Letter for the offered goods/ items (as per section V: 

Sample Form No. - 3 “Manufacturers Authorization Letter” enclosed in the bid document) from the 

manufacturer of IVR system. 

If the bidder itself claims to be the manufacturer of the goods/ items, such bidder shall provide the proof of 

being the manufacturer and need not provide the authorization for the goods/ items it manufactures. 

If the bidder is not the manufacturer of the goods/ items, non-submission of Manufacturer's 

Authorization Letter(s) from the Manufacturer(s) shall result in rejection of the bid. 

The bidder shall have signed and submit MOU/(s) with the OEM for bidding and providing maintenance 

support for Equipment/ Technology for a minimum period of 10 years from the date of opening of bid. 

16.2 Manufacturer’s experience and field proven-ness 

The manufacturer shall provide authenticated documentation of their supply record of IVR System. The 

document must confirm to the following requirement: - 

16.2.1 The manufacturer must have a manufacturing experience of at least five (5) years in manufacturing of 

IVR System. 


NEPAL TELECOM 


16.2.2 If the manufacturer has supplied the IVR System to Nepal Telecom, the manufacturer must submit the 

certificate confirming satisfactory performance of the supplied equipment from Nepal Telecom. 

16.2.3 The manufacturer shall have supplied the IVR System to at least five (5) telecom operators (or 

administrations) outside the home country directly. The supplied IVR system shall have been used in 

satisfactory condition for a minimum period of two (2) years on the date of bid opening. The Nepal 

Telecom reserves the right to verify with the said administrations, the satisfactory uses of the goods 

supplied to them. 

16.2.4 The bidder must have a minimum sales turnover of and above USD 3 millions for the last three (3) 

consecutive fiscal years which shall be supported by audited financial statements. 

16.2.5 The manufacturer shall provide the original certificates confirming satisfactory performance of the 

supplied IVR system from at least five (5) operators (or administrations) outside the home country to 

which the IVR system have been supplied. The Nepal Telecom reserves the right to verify with the 

said administrations, the satisfactory uses of the goods supplied to them. 

16.2.6 The manufacturer shall provide the names and addresses of the five (5) operators (or administrations) 

whose certificates have been provided. The names, telephone numbers and fax numbers of the contact 

persons shall also be provided. 

16.2.7 The Bidder and Manufacturer who are black listed or are under the process of being black listed shall not 

be eligible to participate this bidding process. The bid offered by such Bidder and Manufacturer shall not 

be considered for the bid evaluation. 

16.2.8 The bidder who has already supplied the offered type of goods/ items to Nepal Telecom shall also furnish 

the satisfactory performance certificate issued by the Material Management Department of Nepal 

Telecom. Failure to include this certificate by the bidder who has already supplied offered/ item to Nepal 

Telecom shall be rejected. 

16.2.9 Visit for proof of compliance during evaluation 

NT may depute technical experts to the manufacturer’s premises for the verification of bidder’s claim of 

compliance to experience and technical specifications and assessment of manufacturer’s overall 

capabilities based on information submitted by the Bidder. 

The proof of compliance test may be performed during the Bid evaluation of the tendering process. The 

Bidder shall make necessary arrangement with the administration to accommodate such visit and provide 

necessary information and access for evaluation. The bidder shall make arrangements within 15 days of 

request letter from NT. 

During the proof of compliance test, NT shall conduct tests based on offered bid and NT’s technical 

specifications. 

The cost of such visits shall be borne by Nepal Telecom and the duration shall be of five (5) working 

days. The Bidder shall arrange for the tests and required test tools, demonstrations and the experts as 

needed by the authorized Nepal Telecom inspector. 

Any bid not submitted as per the sub-clauses of clause No. – 16.2 shall be rejected. 

17. Bid Evaluation and Award Criteria 

17.1 In case a bidder offers one or more alternate or optional offer(s) in addition to the main offer, the 

Nepal Telecom will consider only the main offer for evaluation purpose, and under no 

circumstances, evaluation will be influenced by anything mentioned in alternate or optional offer(s). 


NEPAL TELECOM 


However, based on cost-benefit and/or technical analysis, Nepal Telecom, if deemed necessary, may 

consider alternate or optional offer(s) during contract negotiation with the successful bidder. 

17.2 Preliminary Examination 

17.2.1 Nepal Telecom will examine the bids to verify whether the bid is valid & complete, whether the bid 

is accompanied by valid bid securities, whether any computational errors have been made, whether 

required sureties have been furnished, whether the documents have been properly signed, and 

whether the bids are generally in order. 

17.2.2 Arithmetical errors will be rectified on the following basis. If there is a discrepancy between the unit 

price and the total price which is obtained by multiplying the unit price and quantity, the unit price 

shall prevail, and the total price will be corrected. If there is a discrepancy between words and 

figures, the amount in words will prevail. In case of discrepancy between total quoted price in the 

bid form and the bill of quantity or price schedule, the lowest total price shall prevail for evaluation. 

If there is a discrepancy between the hard copy and soft copy, the hard copy shall prevail. 

If the supplier does not accept the correction of the errors, its bid will be rejected, and its bid security 

shall be forfeited. The Nepal Telecom reserves the rights to award the tender to the next lowest 

bidder or may go for re-tender whichever is convenient. 

17.2.3 * The Nepal Telecom may waive any minor informality, nonconformity, or irregularity in a bid, 

which does not constitute a major material deviation, provided such waiver does not prejudice or 

affect the relative ranking of any bidder but bids with any deviations to the clauses marked with 

asterisk (*) shall be considered as major deviations and the bid with such major deviations shall be 

rejected. 

17.2.4 * Prior to the detailed evaluation, the Nepal Telecom will determine the substantial responsiveness of 

each bid to certain critical provisions stipulated in the Nepal Telecom tender document. For the 

purpose of this clause, a substantially responsive bid is the one, which conforms to all the terms and 

conditions of the bidding documents without major material deviations. Deviations from, or 

objections or reservations to critical provisions, such as those concerning Bid Security, Payment 

Terms, Applicable Law, Taxes and Duties, warranty, Delivery and the technical requirements 

marked with asterisk (*) will be deemed to be major deviations as mentioned in clause No. – e of 

Part – D of section I : INB. The Nepal Telecom’s determination of a bid’s responsiveness will be 

based on the contents of the bid itself without recourse to any extrinsic evidence. 

17.2.5 If a bid has one or more major deviations, it will be rejected by the Nepal Telecom and will not 

substantially be made responsive by the bidder by correction of the nonconformity. 

17.3 Detailed Evaluation 

17.3.1 Detailed evaluation shall be carried out for those bids, which are found to be responsive after 

preliminary examination as per above clause 17.2. Detailed evaluation shall be based on clause by 

clause compliance statements or comments on condition of contract and technical specification as 

well as technical details, catalogues, brochures etc. furnished by each bidder. 

17.3.2 Once the bids are considered substantially responsive after detailed evaluation, all those responsive 

bids shall be judged from financial evaluation perspective only and no weight-age shall be given to 

other technical details or parameters or additional features and facilities of the offered products. 


NEPAL TELECOM 


17.3.3 For evaluation of the bids, in addition to the bid price and other commercial and technical 

requirements, the following factors shall be taken into consideration for evaluation purpose: 

17.3.3.1 If the offered quantity is not sufficient to meet the Nepal Telecom’s requirement, required quantity 

will be loaded to fulfill the requirement and price will be adjusted accordingly taking into 

consideration the offered unit price of the same bidder. 

17.3.3.2 If some required items are missing in the offer, then the highest price for such missing item(s) 

among the qualified bidder will be considered for evaluation purpose and loaded to bring all bidders 

in equal footing. 

However, if the bidder who misses/short supplies the required items happens to be the successful 

bidder, the missed/short supplied items shall be provided free of cost to the Nepal Telecom. 

If major items, without which the purpose of bidding will not be fulfilled, are missing, the bid 

shall be considered non-responsive and shall be rejected. 

17.3.3.3 Delivery Period 

If the offered delivery period is more than the period specified in clause No. - 5.1 of section IV: 

Conditions of Contract, the price adjustment will be made by loading the bid price by one half 

(0.5%) percent of the total quoted price per week for the delayed period up to four (4) weeks. Bids 

with deviation in delivery period by more than four (4) weeks will be rejected. 

17.4 Contract Award 

Based on evaluation as per above clause Nos. - 17.1, 17.2 and 17.3, the lowest evaluated priced bid 

among all responsive bids will be selected as the successful bid. As financial evaluation shall be 

done as per clause No. - 17.3.3, total evaluated price may differ from the price quoted by the bidder 

in its price schedule. Financial comparison shall be based on “evaluated price” and not “offered 

price”. However, the final total contract price shall be finalized during contract negotiation with the 

successful bidder. The Nepal Telecom will subsequently issue a Letter of Intent (LOI) to initiate 

negotiation between the bidder and the Nepal Telecom. Upon successful negotiation, the Nepal 

Telecom shall award the contract to the successful bidder. 

18. Nepal Telecom's Right to accept or reject any or all Bids 

Not withstanding clause No. - 17, the Nepal Telecom reserves the right to accept or reject partially 

or fully any bid, and to annul the bidding process and reject all bids, at any time prior to award of 

contract, without thereby incurring any liability to the affected bidder, or bidders or any obligation to 

inform the affected bidder or bidders of the grounds for the Nepal Telecom's action. 

19. Nepal Telecom's Right to Vary Quantities 

The Nepal Telecom reserves the right at the time of award of contract to increase or decrease by up 

to twenty percent (20%) of the quantity of goods and services specified in the Schedule of 

Requirement without any change in unit price or other terms and conditions. 

20. Signing of Contract 

After the receipt of the Letter of Intent (LOI) from the Nepal Telecom, the successful bidder shall 

send its authorized representative within fifteen (15) days for contract negotiation and signing the 

contract. At the time of signing the contract, supplier shall submit a performance security in the form 


NEPAL TELECOM 


of bank guarantee for ten percent (10%) of the amount of the contract in the same currency as that of 

the contract or equivalent in US$. 

Non-submission of performance security at the time of signing the contract may lead to the 

cancellation of the contract. 

21. * Supply Record 

The manufacturer shall provide detail supply records of their IVR system along with the bid 

otherwise the bid shall be rejected. 

The manufacture shall provide the supply details as per the format attached with the tender 

document. 

22. Local Agent 

The bidder selected for contract award shall appoint a local agent prior to contract signature and 

conduct all correspondence through the local agent if the bidder is from outside Nepal. While 

appointing the local agent in Nepal, the successful bidder shall declare the percentage of commission 

and currency of payment payable to the local agent at the time of signing of the contract. 

End of Section III: Instructions to Bidders (ITB) 


NEPAL TELECOM 


Section IV: Conditions of Contract (COC) 

Clause No. 

Table of Clauses 

1 Definitions 

2 Country of origin 

3 Standards 

4 Performance Security 

5 Delivery, Installation, Testing and Commissioning 

6 Warranty 

7 Payment 

8 Contract Amendments 

9 Assignment 

10 Applicable Law 

11 Taxes and Duties 

12 Liquidated Damages 

13 Force Majeure 

14 Insurance 

15 Patent Rights 

16 Documents 

17 Inspection and Test 

18 Training 

19 Additional Orders 

20 Termination of Contract 

21 

22 

Arbitration 

Supply Record 


NEPAL TELECOM 


Section IV: Conditions of Contract (COC) 

Clause 

No. 

Particulars of Nepal Telecom’s Requirements 

1 Definitions 

In this contract the following terms shall be interpreted as indicated: 

(a) “The contract” means the agreement entered into between the Nepal 

Telecom and the Supplier, as recorded in the contract agreement form 

signed by the parties, including all amendments and appendices thereto 

and all documents incorporated by reference therein; 

(b) “The Total Contract Price” means the total price of all the goods and 

services included in the contract which will be payable to the supplier on 

the fulfillment of all obligations under the contract; 

(c) “The Contract Price” means the price of individual item listed in the 

price schedule of the contract. 

(d) “The Goods” means all of the goods (Hardware & software), which the 

supplier is required to supply and deliver to the Nepal Telecom under the 

contract; 

(e) “Nepal Telecom (NT)” means the purchaser, Nepal Doorsanchar 

Company Limited 

(f) "MMD" means the Material Management Department of the Nepal 

Telecom 

(g) “The Supplier” means the individual or firm supplying the goods under 

this contract; 

2 Country of Origin 

The bidder shall mention country of origin of all the goods offered in 

accordance with the section VII: Price Schedule and Quantity thereof and 

shall not be deviated from the offered country of origin in the offered bid. 

3 Standards 

The goods supplied under this contract shall conform to the standards 

mentioned in the technical specifications. 

4 * Performance Security 

4.1 The successful bidder shall submit a bank guarantee equivalent to ten 

percent (10%) of the total contract amount (including inland transportation 

cost, if applicable) as performance security at the time of signing the 

contract as per Sample Form No. – 4 of section V, enclosed in the bid 

document. The currency of the bank guarantee shall be in currency of 

contract or equivalent amount in US$. The validity of the bank guarantee 

shall cover one month more than the warranty period as mentioned in the 

clause No. - 6 "warranty" of section IV: conditions of contract. 

The performance security shall be issued or counter guaranteed by 

one of the banks as mentioned in clause No. - 4 of section II: Invitation 

for Bids. 

4.2 The proceeds of the performance security shall be payable to the Nepal 

Telecom as compensation for any loss resulting from the supplier's failure 

to complete its obligations under the contract. The Nepal Telecom can 

terminate the contract if the supplier fails to fulfill the obligations as per 

the contract. Upon termination of the contract, the performance security 

submitted under the contract will be forfeited and the loss incurred by the 

Nepal Telecom due to termination of the contract shall be borne by the 

supplier. 

4.3 The performance security will be discharged by the Nepal Telecom not 

later than thirty (30) days following the date of completion of the supplier's 

performance obligations, including any warranty obligations, as stated in 

the clause No. - 6 "warranty" of section IV: conditions of contract under 

the contract. 

Bidder shall state as: 

Fully Compliant 

/Partially Compliant 

/Non Compliant 


NEPAL TELECOM 


Clause 

No. 


4.4 If the bidder bidding on behalf of the principal company/ manufacturer 

(other than Nepal) shall furnish the performance bond/ guarantee/ security 

in the currency quoted in the bid price or in US$ from the principal 

company/ manufacturer. 

5 * Delivery, Installation, Testing and Commissioning 

5.1 All of the goods (Hardware & Software) shall be delivered in single lot to 

Nepal Telecom’s KRD store, Bhadrakali Plaza as mentioned in Section 

VI-II: Schedule of Delivery, Installation, Testing and Commissioning of 

IVR System. 





The Supplier shall complete the Supply, Delivery, Installation and 

Commissioning of IVR System within one hundred eighty (180) days from 

the date of signing the contract. 

5.2 Checking 

After successfully delivery of goods, physical checking will be performed 

by the Nepal Telecom's checking team within fifteen (15) days to confirm 

that the delivered goods meet the technical specification as per Section 

VIII: Technical Specifications and meet the number of quantity as per 

Section VI-I: Schedule Of Requirements. 

5.3 If the offered delivery period is more than the period specified in clause 

no. – 5.1 of Section IV: Conditions of Contract (COC), the price 

adjustment will be made by loading the bid price by one half (0.5%) 

percent of the total quoted price per week for the delayed period up to four 

(4) weeks. Bids with deviation in delivery period by more than four (4) 

weeks shall be rejected. 

5.4 The Supplier shall arrange for Pre-Shipment Inspection by the 

internationally recognized surveyor, certifying/confirming the goods, their 

quantity and weight, prior to the packaging and loading in the container in 

case of containerized cargo or at the port of loading in case of break bulk 

cargo as per the shipping document (or commercial invoice) in accordance 

to the Nepal Telecom contract document. 

The Supplier shall provide the detailed information related to the proposed 

Surveyor prior to opening of letter of credit. However requirement of 

surveyor may be finalized during contract negotiation. 

5.5 The Supplier shall use the conference vessels or liner vessels for the 

shipment of the goods. 

5.6 The Supplier shall engage bank listed/approved transporter and duly 

endorsed by the bank listed in Clause No. – 4 of Section II: Invitation for 

Bids (IFB) for the Inland transportation 

6 * Warranty 

6.1 The warranty period shall be valid for the period of twelve (12) months 

from the date of issuance of Final Acceptance Certificate (FAC) after 

checking and testing of successful complete delivery of goods to the Nepal 

Telecom’s respective stores as mentioned in the schedule of requirement 

of the technical specifications. 

Please refer to Clause no. 17 (Technical Specification) 

6.2 The Nepal Telecom shall promptly notify the supplier in writing of any 

claims arising under this warranty. 

6.3 Upon receipt of such notice, the supplier shall, with all reasonable speed, 

repair or replace the defective goods or parts thereof, without any costs to 

the Nepal Telecom within sixty (60) days of receiving such notice. 


NEPAL TELECOM 


Clause 

No. 


6.4 If the supplier, having been notified of the claim, fails to remedy the 

defects(s) within a reasonable period, the Nepal Telecom shall take 

remedial action as may be necessary, at the supplier's risk and expense 

without prejudice to any other rights which the Nepal Telecom may have 

against the supplier under the contract. 





6.5 During the delivery and testing, if some of the items found missing, shortsupplied 

or damaged, the supplier shall supply/ replace these items without 

any cost to the Nepal Telecom, and all the costs including customs and 

other local taxes shall be borne by the supplier. 

6.6 During the warranty period, the supplier shall make (or replace with new 

items if applicable) all the defective goods including software or parts 

thereof as specified by the Nepal Telecom, with all reasonable speed and 

at no additional cost to the Nepal Telecom. 

The supplier shall provide expert staff in the field stations in Nepal or 

Tele-assistance as may be required during the warranty period to remedy 

any deficiency that may develop. Until the completion of the warranty 

period, the supplier shall at all times and under all conditions be entirely 

responsible for the satisfactory performance of the system. 

The cost of material, freight, insurance and any other duties and costs 

during the warranty period such as expert visit to Nepal site, cost of both 

way freight for repair of faulty component, custom duty for importation of 

repaired item(s) or replacement item(s) etc. shall be borne by the supplier. 

6.7 Extended Warranty 

After the completion of one year warranty, three (3) years of extended 

warranty will take effect. The services to be rendered during the extended 

warranty period shall be identical with the services provided during the 

warranty period of the contract. The cost of extended warranty period for 

three (3) years shall be considered for evaluation. 

Please refer to Clause no. 18 (Technical Specification) 

7 * Payment 

100% Payment of the foreign currency component for the Goods and 

Services shall be made through Irrevocable Letter of Credit (L/C) opened in 

favour of Supplier. 

All payment under this contract shall be made only after deduction of 

withholding tax (TDS – Tax Deduction at Source) as per the Income tax 

law of government of Nepal applicable at the time of the payment 

Opening of L/C 

1. Goods and Services (Excluding Extended Warranty Service) 

The separate L/Cs for the Total Amount of the Goods and Services 

(excluding Extended Warranty Services) shall be opened within 15 days 

from the date of signing the Contract, provided the error free Pro-Forma 

invoice has been submitted by Supplier within seven (7) days from the 

date of signing of the Contract. 


NEPAL TELECOM 


Clause 

No. 


2. Extended Warranty Service 

A separate L/C shall be opened for the amount of Extended warranty 

Service before the expiry of warranty period. The supplier shall submit 

pro-forma invoice and Performance Security (10% of the total amounts 

of Extended Warranty). 

Delay in submission of the error free pro-forma invoice may result in delay in 

opening of letter of credit which ultimately may delay the implementation of 

the system and shall attract liquidated damage. 

The supplier shall provide separate pro-forma and commercial invoices for 

the goods and services. The breakdown costs of the freight and insurance 

along with the costs of goods to be delivered shall be clearly mentioned in the 

pro-forma and commercial invoice. 





7.1 Payment for goods 

a) On Shipment: 

Sixty percent (50%) payment of the Price of the goods (hardware and 

software) shipped shall be paid through Irrevocable Letter of Credit (L/C) 

open in favor of the Supplier in a bank in its country, within thirty (30) days 

from receipt of original shipping documents without any discrepancies 

specified in Clause 16.0 "Documents" of Section IV: Condition of Contract 

(COC). 

b) On the issuance of Provisional Acceptance Certificate (PAC) 

The twenty percent (20%) payment of the total contract price of the goods 

(hardware and software) shall be made through irrevocable letter of credit 

(L/C) within thirty (30) days from the date issuance of the Provisional 

Acceptance Certificate by Nepal Telecom. 

Please refer to clause no 14.2 (Technical Specification) 

c) On the issuance of Final Acceptance Certificate (FAC) 

The remaining twenty percent (20%) payments of the total contract price of 

the goods (Hardware and Software) shall be made through irrevocable letter 

of credit (L/C) within thirty (30) days from the date issuance of the Final 

Acceptance Certificate by Nepal Telecom and submission of the claim to 

release the twenty percent payment by Supplier. 

Please refer to clause no 14.3 (Technical Specification) 

d) On Warranty Completion Certificate (WCC) 

Remaining Ten Percent (10%) of the Goods (Hardware and Software) shall be 

made through L/C within thirty (30) days upon issuance of WCC as 

mentioned in the Section VIII: Technical Specification, Clause No 17. 

7.2 Payment for Services 

7.2.1 In-Plant Test (Factory Inspection) 

100% payment of the In-plant Test shall be made through irrevocable L/C upon 

claim along with invoice and completion certificate presented by the Supplier 

after the successful completion of the In-plant Test. Nepal Telecom will certify 

such claim within thirty (30) days of submission. 


NEPAL TELECOM 


Clause 

No. 


7.2.2 Training 

100% payment of the training shall be made through irrevocable L/C upon 

claim along with invoice and completion certificate presented by the Supplier 

after the successful completion of the training. Nepal Telecom will certify such 

claim within thirty (30) days of submission. 

7.2.3 Payment of Installation Testing and Commissioning 

100% payment for the Installation, Testing and Commissioning shall be made 

through irrevocable L/C after issuance of Provisional Acceptance Certificate 

(PAC) upon claim along with invoice. Nepal Telecom will certify such invoice 

within 30 days of submission. 

7.2.4 Payment of Warranty Service 

100% payment of the Warranty service shall be made through irrevocable L/C 

upon claim along with invoice and completion certificate presented by the 

Supplier after the successful completion of the Warranty Period. Nepal 

Telecom will certify such claim within thirty (30) days of submission 

7.2.5 Payment of Extended Warranty Service 

Payment for three (3) years Extended warranty service shall be made on annual 

basis upon submission of claims and invoices to Nepal Telecom on certification 

by Nepal Telecom’s Project Manager of satisfactory discharge of services as 

mentioned in the Section VI: COC Clause No 6 and Section VIII: Technical 

Specification, Clause No 18. 

7.2.6 Payment of Emergency Support (If Applicable) 

Payment for two (2) years Emergency Support service shall be made on annual 

basis upon submission of claims and invoices to Nepal Telecom on certification 

by Nepal Telecom’s Project Manager of satisfactory discharge of services. 





This shall be governed by a separate contract which shall be made 3 months 

prior to the end of Extended Warranty period. Separate irrevocable Letter of 

Credit (L/C) shall be opened for Emergency services as mentioned in the 

Section VIII: Technical Specification, Clause No 19. 

7.3 Payment for Local Currency Portion (if applicable) 

a) Payment of Inland Transportation: 

100% Payment for local currency incurred in inland transportation of the 

goods in Nepal shall be made to the Supplier within Thirty (30) days upon a 

claim after the satisfactory receipt of all the goods at final destination. 

b) Payment of the goods and services with country of origin Nepal: 

Payment for the Goods with Country of Origin Nepal shall be made as per the 

Clause No. 7. 1 and 7.2 in local currency. The exchange rate applicable for 

conversation shall be as per the exchange rate of the Bid Opening Date. 

The Supplier may authorize its Local Agent/ any other supplier to receive 

the payment of Nepalese Currency portion. The Bidder or authorized Local 

agent/any other supplier must submit Tax Invoice with VAT number. 

7.4 L/C Amendment and Effective Date 

In case the L/C has to be amended due to reasons attributable to the Supplier, 

the effective date of L/C will be the date on which L/C was originally 

established. 

If the L/C has to be amended due to reasons attributable to Nepal Telecom, the 

effective date of L/C will be the date on which L/C is amended. 

All the charges for L/C payable outside Nepal shall be borne by the Supplier. 

In case L/C amendment is requested by the Supplier for the reasons attributable 

to the Supplier, all bank charges for such amendment (reconfirmation charge, 

negotiation charge etc.) inside and outside Nepal shall be borne by the Supplier. 


NEPAL TELECOM 


Clause 

No. 

8 Contract Amendments 






No variation in or modification of the terms of the Contract shall be made 

except by written amendment signed by the both parties. 

9 Assignment 

The Supplier shall not assign, in whole or in part, its obligations to another 

party to perform under this Contract, except with the Nepal Telecom's prior 

written consent. 

10 Applicable Law 

The contract shall be governed and interpreted in accordance with 

prevailing laws of Nepal Government. 

11 * Taxes and Duties 

11.1 The supplier shall be entirely responsible for all taxes/duties stamp duties, 

license fees and other such levies imposed outside Nepal. The taxes/ duties 

such as custom duties, VAT, local development tax, security tax etc. 

applicable at the time of importation of goods in Nepal, for the value not 

exceeding the total contract price will be borne by the Nepal Telecom. 

However, it will be the supplier's responsibility to pay Taxes/duties as 

mentioned above for the amount increased beyond the total contract price. 

11.2 The bidder shall be responsible to pay withholding Tax (TDS-Tax 

Deducted at Source) as per the income tax law of government of Nepal 

applicable at the time of payment. 

11.3 Taxes and deduction of Payment 

All the payment under this contract shall be made only after deduction of 

withholding tax amount (TDS- Tax deducted at Source) in accordance 

with the clause No. – 11.2 of section IV: Conditions of Contract (COC). 

Liquidated damages, short fall of goods and any other charges payable to 

the Nepal Telecom shall be deducted at the time of the payment. 

12 Liquidated Damages 

12.1 If the Supplier fails to complete the delivery within the time period 

specified in the contract as per Clause no. 5 of this Section, the Nepal 

Telecom shall, without prejudice to its other remedies under the Contract, 

deduct from the Total Contract Price payable to the Contractor, as 

liquidated damages, a sum equivalent to 0.5% percent of the Total 

Contract Price of the goods and services, which could not be 

delivered/commissioned, for each week of delay until actual 

delivery/commissioning or up to a maximum deduction of 10% of the 

Total Contract Price. Once the maximum is reached, Nepal Telecom may 

consider termination of the Contract. 

The Liquidity damage clause is imposed for the timely delivery of the 

goods/services. The calculation of LQD shall be done in weekly basis and 

for this purpose one week shall constitute seven days or less (i.e. even a 

delay of one day will be considered as a delay by one week). 

13 Force Majeure 

13.1 The supplier 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. 

13.2 For purposes of this clause, "Force Majeure" means an event beyond the 

control of the supplier or purchaser and not involving the supplier's or 

purchaser's fault or negligence. Such events may include, but are not 

restricted to, acts to the Nepal Telecom either in its sovereign or 


NEPAL TELECOM 


Clause 

No. 


contractual capacity, wars or revolutions, fires, floods, epidemics, 

quarantine restrictions and freight embargoes. 

13.3 If a Force Majeure situation arises, the supplier shall promptly notify the 

Nepal Telecom in writing of such condition and the cause thereof. Unless 

otherwise directed by the Nepal Telecom in writing, the supplier 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. 

14 Insurance 

14.1 The goods supplied under the contract shall be fully insured in a freely 

convertible currency against any loss or damage incidental to manufacture 

or acquisition, transportation, storage and delivery in the manner specified 

in the clause No. - 14.3 of this section. 

14.2 The insurance policy shall be issued or counter issued by one of the 

insurance company incorporated in Nepal. Any claim under insurance 

policy shall be lodged with such insurance company in Nepal and claim 

shall be released /paid to the Nepal Telecom. 

14.3 The insurance shall be in an amount equal to 110 % of the CIF value of the 

goods from "warehouse to warehouse" on "all risks" basis (as per Institute 

Cargo Clauses – A) including risks of theft, pilferage, non delivery 

(TPND), strike, riots, civil commotion (SRCC) and war clauses. All the 

items shall be fully insured by the supplier up to the final destinations. 

14.4 The insurance policy shall remain valid till sixty (60) days after the 

delivery of all the goods at the Nepal Telecom's respective stores. 

14.5 Any item/part damage/ lost shall be replaced by the supplier free of charge 

at first and the insurance claim shall be made by the suppliers to recover 

the cost of damaged/ lost goods and the Nepal Telecom will extend all the 

necessary co-operation in this regard. 

15 Patent Rights 

The supplier shall indemnify the Nepal Telecom against all third - party 

claims of infringement of patent, trademark or industrial design rights 

arising from use of the goods (equipment and software) or any part thereof 

in Nepal. 

16 Documents 

16.1 Upon shipment, the supplier shall notify the Nepal Telecom and the 

Insurance company by fax and email the full details of the shipment 

including contract number, description of goods, quantity, the airway bill/ 

bill of lading, or truck receipt number and date, port of loading, date of 

shipment, port of discharge, L/C number etc. The supplier shall send by 

courier service a copy of following documents to the Nepal Telecom with 

a copy to the Insurance company: 

i. Five (5) copies of the supplier's invoices showing goods 

description, quantity, unit price, total amount and L/C number. 

ii. Original and four (4) copies of the negotiable clean airway bill, bill 

of lading, or truck receipt marked freight prepaid and four (4) copies 

of non-negotiable airway bill/ bill of lading or truck receipt with 

LC number. 

iii. Five (5) copies of packing list identifying contents of each package; 

iv. Insurance Certificate; 

v. Manufacture’s /supplier’s guarantee certificate; 

vi. Certificate of origin issued by chamber of commerce; 

vii. Manufacturer's factory inspection report; 

viii. Factory Inspection certificate issued by the Material 

Management Department (MMD), Nepal Telecom as per the 

Inspection Report submitted by Nepal Telecom Inspector. 






NEPAL TELECOM 


Clause 

No. 


ix. Pre-Shipment Inspection Certificate certified/ issued by the 

recognized International Surveyor. 





However, the requirement of the certificate and name of the international 

surveyor will be finalized during contract negotiation. 

16.2 A set of above mentioned non-negotiable documents shall be received by 

the Nepal Telecom within seven (7) days from the date of dispatch of 

goods and if not received, the supplier shall be responsible for any 

consequential expenses and effects. 

17 Inspection and Test 

17.2 The inspection and testing of the goods shall be conducted by the Nepal 

Telecom inspector (technical personnel) at the manufacturer’s site at the 

manufacturing stage in accordance with the manufacturer's standard 

inspection and acceptance test procedures as mutually agreed before the 

signing of the contract. The delivery of the goods shall be accepted only 

after receiving their inspection report certifying the quantity of goods. 

17.3 The Nepal Telecom shall depute two (2) inspectors (engineers) for the inplant 

acceptance test (factory inspection) of the goods for a period of seven 

(7) working days (excluding traveling time) on the supplier's invitation. 

The supplier/ contractor shall notify the Nepal Telecom, the starting date 

of the inspection by the Nepal Telecom Inspectors at least one (1) month 

prior to the shipment. 

17.4 The Nepal Telecom’s right to inspect, test and where necessary, reject the 

goods after the goods arrival in Nepal shall in no way be limited or waived 

by reason of the goods having previously been inspected, tested and passed 

by the Nepal Telecom or its representative prior to the goods’ shipment 

from the country of origin. 

17.5 The supplier shall provide all the necessary test equipment, tools and help 

to test the goods without any cost to the Nepal Telecom. Any noncompliance 

found during the testing shall be corrected by the supplier 

before the shipment. 

17.6 The supplier shall provide round trip air tickets from Kathmandu to their 

premises, accommodation, local transport, medical insurance and any 

other applicable charges for the Nepal Telecom’s Inspector. However, the 

per diem allowance for the Nepal Telecom’s inspector shall be arranged by 

the Nepal Telecom. 

18 Training 

18.1 The Supplier is required to provide trainings to eight (8) Nepal Telecom’s 

technical personnel for the period of twenty (20) working days. Please 

refer to the Clause No. 6 of Section VIII: Technical Specification. 

18.2 The training shall be sufficiently comprehensive and include hands-on 

practical operations to allow trainees to carry out installation, operation 

and maintenance of the IVR System independently. The trainees shall also 

be trained in proper upkeep of measuring instruments including normal 

maintenance of the equipments. Repair of equipment to component level 

shall be covered in general. Sufficient diagrams and explanatory material 

shall be prepared by the bidder and distributed to the trainees during the 

training sessions. 

19 Additional Order 

The Nepal Telecom shall have the right to order additional goods and 

services up to twenty percent (20%) of the total contract price during the 

contract validity period i.e. until expiry of warranty. The unit prices for 

additional orders shall not exceed the contract unit prices. 


NEPAL TELECOM 


Clause 

No. 

20 Termination of Contract 

20.1 Terminations for Default 






The Nepal Telecom may, without prejudice to any other remedy for the 

breach of contract, by written notice of default sent to Supplier, terminate 

this contract in whole or in part: 

(a) if the bidder fails to sign an agreement 

(b) If the supplier fails to deliver any or all of the Goods within the time 

period (s) specified in the Contract, or any extension thereof granted 

by the purchaser. 

(c) If the Supplier fails to perform any other contractual obligation (s) 

under the contract; 

(d) If the supplier, in either of the above circumstances, does not cure its 

failure within a period of thirty (30) days (or such longer period as the 

Purchase may authorize in writing) after the receipt of the default 

notice from the Purchaser. 

(e) if it is proved that the Contractor has committed substantial defect in 

implementation of the contract or has not substantially fulfilled his 

obligations under the contract or the completed work is not of the 

specified quality as per the contract , 

(f) if convicted by a court of law in a criminal offence which disqualifies 

the bidder from participating in the contract. 

(g) if it is proved that the contract agreement signed by the bidder was 

based on false or misrepresentation of bidder’s qualification 

information, 

(h) other acts mentioned in the Bidding documents 

20.2 After this, necessary action will be carried out to black list the Supplier 

and the notice of black listed shall be circulated to all departments of Nepal 

Telecom. The Supplier who has been black listed shall not be eligible to 

participate in any tender and sealed quotations of the Nepal Telecom. 

20.3 Nepal Telecom shall also forward the necessary paper to the Public 

Procurement Monitoring Office (PPMO) to black-list the Contractor. 

Without prejudice to any other rights of the Purchaser under this Contract, 

the PPMO may blacklist a Bidder for his conduct up to three years. 

20.4 Terminations for Convenience 

The Nepal Telecom may terminate the Contract, in whole or in part, at any 

time for its convenience. The notice of termination shall specify that 

termination is for the Nepal Telecom’s convenience, the extent to which 

performance of work under the contract is terminated, and the date upon 

which such termination becomes effective. 

21 Arbitration 

21.1 If any dispute arises between the contracting parties in connection with or 

arising out of contract or the execution of the contract, whether the 

execution of works after the completion of works and whether before or 

after the repudiation or termination of the contract including any 


NEPAL TELECOM 


Clause 

No. 


disagreement by either party with any action, inaction certification, the 

matter shall be settled by arbitration under United Nation Commission on 

International and Trade Law (UNCITRAL) Arbitration Rules. 





21.2 Arbitration takes place in Kathmandu, Nepal and shall be conducted in 

English Language. 

21.3 The Arbitral Tribunal shall consists of three arbitrators appointed as 

follows: 

(a) Each contracting parties shall appoint only one arbitrator from their 

sides 

(b) The third arbitrator shall be appointed by agreement of the above 

mentioned two arbitrators. 

22 * Supply Record 

The Manufacturer/ Supplier shall provide detail supply records of their 

offered products as per the format for Supply Record enclosed in the tender 

document. 

End of Section IV: Conditions of Contract (COC) 


NEPAL TELECOM 


Section V: Sample Forms 

Sample Form No. – 1 

Bid Form 

Date: October____, 2009 

Tender No. NDCL/06/066-67 for Supply, Delivery and Installation Supervision of IVR System 

Gentlemen: 






Having examined the bidding documents including subsequent amendment Nos.: ____________ (Insert number), the 

receipt of which is hereby duly acknowledged, we, the undersigned, offer to Supply, Delivery and Installation 

Supervision of IVR System in conformity with the said Bidding Documents for the sum of _______________ 

(Specify bid price in figure and words) and inland transportation in NRs (if applicable)-------------(Specify bid price in 

figure and words) or such other sums as my be ascertained in accordance with the Schedule of Price attached herewith 

and made part of this bid. 

We undertake, if our bid is accepted, to complete delivery of all the items specified in the Contract within the days 

stipulated in clause No. 5.1 of Section IV: COC. 

If our bid is accepted we will obtain the guarantee of a Bank in a sum equivalent to Ten (10) % of the Contract Sum 

for the due Performance of the Contract. 

Commission and gratuities, if any, paid to or to be paid by us to agents-relating to his Bid, and to contract execution if 

we are awarded the Contract, are listed below: 

Name and Address of Local Agent Amount & Currency Purpose of Commission Gratuities 

____________________ ______________ ______________ 

(If none, state “none”) 

Our bid is valid up to [17 th February, 2010] and it shall remain binding upon us and may be accepted at any time 

before the expiration of this validity. 

Until a formal contract is prepared and executed, this bid, together with your written acceptance thereof in your 

notification of award shall constitute a binding contract between us. 

We understand that you are not bound to accept the lowest or any bid you may receive. 

Dated: ----------------(Specify date) 

Signature : ______________ Signature : ______________ 

Name : ______________ Name : ______________ 

Designation : ______________ Designation : ______________ 

(Witness) 

Duly Authorized to sign 

Address : ______________ bid for and on behalf of 

Official Seal : ______________ (In the Capacity of), 

Official Seal : ______________ 

Note: This Bid Form shall be duly filled, signed, dated and stamped with official seal. Bid Form not duly filled and 

without signature, dated and official stamped shall be rejected and will not be considered for evaluation. 


NEPAL TELECOM 



Bid Security Form 

Sample Form No. - 2 

Whereas ____________________ (name of the bidder) [hereinafter called “the Bidder”] has submitted its Bid dated 

_____________ (date of submission of bid) to Supply, Delivery and Installation Supervision of IVR System 

(hereinafter called “the Bid”). 

KNOW ALL PEOPLE by these presents that WE, _____________________ (Name of Bank) of Nepal, having our 

registered office at ________________________(Address of Bank) [hereinafter called “the Bank”], are bound unto 

Nepal Doorsanchar Company Limited [hereinafter called “the Purchaser”] in the sum of ____________________ 

(currency and amount) for which payment well and truly to be made to the said Purchaser, the Bank binds itself, its 

successors, and assigns by these presents. Sealed with the common seal of the said Bank this ____________ (specify 

date). 

THE CONDITIONS of this obligation are: 

1. If the Bidder withdraws its Bid during the period of Bid validity specified by the Bidder on the Bid Form; 

OR 

2. If the Bidder, having been notified of the acceptance of its Bid by the Purchaser during the period of Bid validity: 

(a) Fails or refuses to sign the Contract agreement within stipulated time, or 

(b) Fails or refuses to furnish the Performance Security, in accordance with the clause No. - 4 of Section IV: 

Conditions of Contract (COC), 

We undertake to pay to the Purchaser up to the above amount upon receipt of its first written demand, without the 

Purchaser having to substantiate its demand, provided that in its demand the Purchaser will note that the amount 

claimed by it is due to its owing to the occurrence of one or both of the two conditions, specifying the occurred 

condition or conditions. 

This guarantee will remain in force up to[19 th March, 2010]and any demand in respect there of shall reach the 

Bank not later than the above date. 

________________________________ 

[Signature and Official Seal of the Bank] 

________________________________________________________________________________ 

Note: 

1. The list of banks located in Nepal as per clause No. – 4 of section II: Invitation for Bids (IFB) has been 

short listed and acceptable to Nepal Telecom for the purpose of Bid security. 

2. The Bidder/ Manufacturer shall furnish the bid security as per the format given above. 

3. The Nepalese bidder bidding on behalf of Principle Manufacturer/ Bidder are requested to modify the 

first paragraph of the Bid Security Form as following: 

Where ………(name of the bidder) bidding on behalf of …………….(Name of the Principle Manufacturer/ 

Bidder) has submitted its Bid dated……………..(date of submission of bid) for Tender No.NDCL/06/066-67 for 

Supply, Delivery and Installation Supervision of IVR System (hereinafter called "the Bid"). 


NEPAL TELECOM 



Manufacturer's Authorization Letter 






Bhadrakali Plaza, 

Kathmandu, Nepal 

WHEREAS ______________________________ (Specify name of the Manufacturer/Producer) who are established 

and reputable manufacturers/producers of ______________________ (Specify name and/or description of goods) 

having factories at _____________________ (Specify Address of Factory or Producing House) 

Do hereby authorize ___________________ (Specify Name and Address of Bidder/Agent) to submit a Bid, and 

subsequently negotiate and sign the Contract with you against Invitation for Bids (IFB) No. NDCL/06/066-67 for 

Supply, Delivery and Installation Supervision of IVR System for the above goods manufactured by us. 

We hereby extend our full guarantee and warranty for the Goods offered for supply by the above firm against this 

Invitation for Bids. 

______________________________________ 

[Signature for and on behalf of Manufacturer] 

[Name] _______________________________ 

[Designation] __________________________ 

Date: 

_______________________________________________________________________________ 

Note: 

• The Manufacturer’s Authorization Letter shall be on the letterhead of the manufacturing concern and shall be signed 

and seal by a person competent and having the power of attorney to bind the manufacturer. 

• It is mandatory to submit Manufacturer’s Authorization Letter for IVR System as per clause No. – 16.1 of section III: 

Instruction to Bidders (ITB). 


NEPAL TELECOM 



Performance Security Form 







WHEREAS _________ (name of supplier) [hereinafter called “the Supplier”] has undertaken, in pursuance of 

Contract No. NDCL/06/066-67 dated……………..to Supply, Delivery and Installation Supervision of IVR System 

[hereinafter called “the Contract”] 

AND WHEREAS it has been stipulated by you in the said Contract that the Supplier shall furnish you with a bank 

guarantee by a reputable bank for the sum specified therein as security for compliance with the supplier's performance 

obligations in accordance with the Contract 

AND WHEREAS we have agreed to give the supplier a guarantee: 

THEREFORE WE hereby affirm that we are guarantors and responsible to you, on behalf of the Supplier, up to a total 

of ___________ (specify currency and amount of guarantee in figure and words), and we undertake to pay you, upon 

your first written demand declaring the Supplier to be in default under the Contract and without cavil or argument, any 

sum or sums within the limits of __________________ (specify currency and amount of guarantee) as aforesaid, 

without your needing to prove or to show grounds or reasons for your demand for the sum specified therein. 

This guarantee is valid until the_______________________(Specify Date) 

Signature and Official Seal of the Guarantors 

[Name] ______________________________ 

[Designation] _________________________ 

[Date] ______________________________ 

[Address] ___________________________ 

________________________________________________________________________________ 

The list of banks located in Nepal as per clause No. – 4 of section II: Invitation for Bids (IFB) has been short 

listed and acceptable to Nepal Telecom for the purpose of performance security. 

End of Section V: Sample Forms 


NEPAL TELECOM 


Section VI - I: 

Schedule of Requirement for IVR System 

Item Description Unit Quantity 

1 Goods (Hardware and Software) 1 

1.1 Communication Server 1 

1.2 E1 Interface(75 ohm) Number of E1 40 

1.2 IP Interface for VOIP Calls (optional) 

Number of FE 4 

port 

1.3 

Application Server (including services 

1 

mentioned in Clause 5 of Section VIII) 

1.4 Database server and Billing Server set 1 

1.5 UPS with battery, AC/DC distribution box set 1 

1.6 Installation Materials set 1 

1.7 Tools and other accessories if required. set 1 

1.8 DDF E1’s 40 

1.9 Spares (As per clause 13 of section VIII) Lot 1 

2 Services 

2.1 

Installation, Testing and commissioning of lot 1 

the IVR system and services 

2.2 Training 

2.2.1 

System Training (as per clause no 6.1.1 of Persons/Working 8/20 

Tech. Spec) 

Days 

2.3 Factory Inspection 

Persons/Working 2/7 

Days 

2.4 Warranty (1 year) 

2.5 Extended Warranty for 3 yrs (mandatory) 

2.6 Emergency Support for 2 yrs (optional) 

The actual capacity and other requirements shall be finalized during the contract 

negotiation at NEPAL TELECOM’s discretion. 


NEPAL TELECOM 


Section VI - II: 

Schedule of Delivery, Installation, Testing and Commissioning for IVR System 

The schedule of Delivery, Installation, Testing and Commissioning for IVR System shall be 

as following: 

S.N. Description Completion Date 

1 Training & Factory Inspection 2 months from date of contract 

2 Delivery of Goods (Hardware & 3 months from date of contract 

Software) 

3 Installation & Testing of IVR 3.5 months from date of contract 

System 

4 Commissioning of IVR Services 

4.1 Result Enquiry 4 months from date of contract 

4.2 Bill Enquiry & Fault Booking and 5 months from date of contract 

Complaint Handling 

4.3 Other Services 6 months from date of contract 

_______________________________________________________________________________ 

Note: 

• All of the goods (Hardware & Software) shall be delivered in single lot to Nepal Telecom’s KRD store, 

Bhadrakali Plaza. 


NEPAL TELECOM 


Section VII: 

Price Schedule and Quantity Thereof 

For IVR System 

S. 

No. 

ITEMS 

Manufacturer 

Model 

No. 

Qty 

Country 

of origin 

Unit price 

CIP KRD Store 

Bhadrakali (By 

Air) in US $ or 

EURO 

Total Price 

CIP KRD Store 

Bhadrakali (By 

Air) in US $ or 

EURO 

1 IVR System (Hardware and Software) 

1.1 Communication Server 

1.2 E1 Interface(75 ohm) 

1.2 IP Interface for VOIP Calls (optional) 

1.3 

Application Server (including services 

mentioned in Clause 5 of Section VIII) 

1.4 Database server and Billing Server 

1.5 UPS with battery, AC/DC distribution box 

1.6 Installation Materials 

1.7 Tools and other accessories if required. 

1.8 DDF 

1.9 Spares (1Lot) 

2 Services 

2.1 

2.2 Training 

2.2.1 

Installation, Testing and commissioning of 

the IVR system and services 

System Training (as per clause no 6 a of 

Tech. Spec) 


2.4 Warranty (1 year) 

2.5 Extended Warranty for 3 yrs (mandatory) 

2.6 Emergency Support for 2 yrs (optional) 

Note: 

* Note : 

Total Bid Price CIP KRD Store, Bhadrakali Plaza (By Air) in US$ or Euro (in figure): ________________ 

(In words:___________________ ) 

Breakdown Price of the Goods: 

1. Total FOB Price of the Goods in US$ or EURO (in figure) 

2. Total Freight Cost of the Goods in US$ or EURO (in figure) 

3. Total Insurance of the Goods in US$ or EURO (in figure) 

Cost of Factory Inspection of two (2) persons for 7 days in US$ or Euro (in figures) ______ (In words: 

______________________) 

Cost of Training in US$ or Euro (in figures) ______________ (In words: ________________________) 


NEPAL TELECOM 


Signature of the Bidder: __________________________ 

Full Name: __________________________________ 

Designation: ________________________ 

Bidder's official seal and date: __________________ 

Note 

(1) If there is a discrepancy between the unit price and the total price which is obtained by multiplying the 

unit price and quantity, the unit price shall prevail, and the total price will be corrected. 

(2) If there is a discrepancy between words and figures, the amount in words will prevail. 

(3) In case of discrepancy between total quoted price in the bid form and the bill of quantity or price 

schedule, the lowest total price shall prevail. 

(4) If there is a discrepancy between the hard copy and soft copy, the hard copy shall prevail. 

(5) If the supplier does not accept the correction of the errors, its bid will be rejected, and its bid security 

shall be forfeited 


NEPAL TELECOM 


Section VIII: 

Technical Specifications 


NEPAL TELECOM 


Table of Contents 

S.N. Details Page No. 

1. General 

1.1 Scope of Specification 

2 Scope of Work 

3. Bidder’s Experience and Field Proven Equipment 

4. Technical Details 

4.1 General 

4.2 System Architecture 

4.3 General Technical Requirements 

4.4 User Licenses 

4.5 Capacity of equipment 

4.6 Database and interconnection 

4.7 System Hardware and Software Requirement 

4.8 Reliability 

4.9 Backup and Restore Provision 

4.10 Firewall /AntiVirus 

4.11 Mean time between failure (MTBF) 

4.12 Operating Voltage and Power supply 

4.13 Environmental Conditions 

4.14 Life expectancy 

5. Details of Applications 

5.1 Result Enquiry service 

5.2 Billing Enquiry service 

5.3 Fault booking and Complaint Handling service for Landline and ADSL 

5.4 Changed number announcement service 

5.5 New Services 

6. Training 

7. Installation Materials 

8. Documentation 

9. Tools and Test Instruments 

10. Operation and Maintenance (O&M) Requirement 

11. Turnkey Installation of the offered system 

11.1 General 

11.2 Hardware Installation Report 

12. Software testing 

13. Spares and Software Support 

14. Acceptance Tests 

14.1 General 

14.2 Acceptance Test 

14.2.1 Physical Verification 

14.2.2 Technical Verification 

14.2.3 Load Test in IVR System 

14.2.4 Deficiencies 

14.3 Final Acceptance 

15. Stabilization Period 

16. Repair cost 

17. Warranty Period 

18. Extended Warranty 

19. Emergency Support 


NEPAL TELECOM 


Section VIII: Technical Specifications 

Clause 

No. 


1. General 

1.1 Scope of Specification 

1.1.1 This specification covers the requirements for IVR 

(Interactive Voice Response) system to be offered to provide 

various IVR related services in Nepal by NEPAL TELECOM. 

Initially, NEPAL TELECOM intends to establish following 

services, namely (i.) Result Enquiry (ii.) Bill Enquiry (iii.) 

Fault Booking and Complaint Handling (iv) Changed Number 

Announcement (v) PUK number Enquiry (vi) VOIP Call 

Complaint etc. 

1.1.2 The call flow diagrams of the Result Enquiry, Bill Enquiry, 

Fault Booking & Complaint Handling and Changed Number 

Announcement Service are provided in this document. The 

offered system shall be able to perform the services as per the 

proposed call flows. Further, the system shall be able to 

customize the entire call flows using the graphical user 

interface terminal of the IVR system as per Nepal Telecom's 

requirements. This facility shall be used to customize and/or 

establish other possible IVR related applications in Nepal by 

NEPAL TELECOM. 

1.1.3 The equipment specifically not mentioned in this document, 

but required for correct and efficient performance of the total 

system shall be quoted. Any missed items/equipment required 

to meet the specification shall be provided to NEPAL 

TELECOM at no additional cost. 

1.1.4 It would be under Nepal Telecom’s sole discretion to select 

the bid offer that is more advantageous than the other bids in 

terms of technical, financial and utilization of existing 

resources aspects. 

2. Scope of Work 





The scope of work under this specification includes the 

following: 

2.1 Supply and site delivery of IVR System associated with 

services as described in Clause 5 of this document. 

2.2 Supply and Site delivery of UPS, AC distribution and 

associated required equipment for uninterruptible service. The 

bidder shall give details of power requirement of the IVR 

system as mentioned in Clause 4.12 

2.3 Turnkey Installation, Testing and Commissioning of the IVR 

system. 

2.4 Training at manufacturer’s premises. 

2.5 Factory Inspection at the manufacturer's premises. 


NEPAL TELECOM 


Clause 

No. 


2.6 Warranty of offered system for one year period after issuance 

of Final Acceptance Certificate. 

2.7 Emergency Support for 2 years 

2.8 Extended Warranty for 3 years. 

3. * Bidder’s Experience and Field Proven Equipment 

3.1 The supplier/manufacturer of the offered IVR system shall 

have supplied IVR equipment for at least 5 years before the 

date of the bid opening. 

3.2 The supplier/manufacturer of the offered IVR system shall 

have supplied IVR system to at least 5 countries, other than 

the country of manufacturing. 

3.3 The bidder shall have supplied offered IVR system of 

accumulative capacity equivalent to 50-E1s. 

3.4 The bidder shall submit with its bid the name, address, 

telephone, fax numbers, email address of at least five (5) 

operators, to whom IVR system of similar services has been 

supplied. NEPAL TELECOM reserves the right to 

substantiate the bidder’s claim with those administrations 

about the services and performance of the system including 

details of any specific problems. 

3.5 The bidder shall provide at least two certificates of 

satisfactory operation from operators that are mentioned in 

Clause 3.2 (above) and at least one of those certificates shall 

be of Result Enquiry service that has handled at least 250 

CAPS in a single result. 

3.6 The bidder shall provide ISO 9000 series certificates for 

manufacturing of communications equipment. 

3.7 The bidder shall provide authorization letter from 

manufacturers of IVR servers and software, if the bidder is 

not the manufacturer itself. 

4. Technical Details 

4.1 General 

4.1.1 The IVR shall be able to provide voice response services as 

described in this specification. The IVR shall be integrated 

with the existing telecom networks of Nepal Telecom. 

Further the bidder may offer other services available in their 

system as an option, which NEPAL TELECOM may consider 

in case the bidder is selected. The offered IVR shall fulfil the 

requirements of NEPAL TELECOM network in terms of 

numbering, routing, charging, signalling, transmission and 

services to be provided. IVR system shall comply with all 

relevant ITU-T and ETSI specifications. IVR shall be 

connected to existing PSTN via numbers of E1 PCM links 

(ITU G.7XX) with CCS7. The bidder shall state and guarantee 

the inter-operability of the offered signalling systems with 






NEPAL TELECOM 


Clause 

No. 


existing components in the NEPAL TELECOM network. 

4.1.2 The IVR-based system shall provide information and/or 

register complaints 24 hours a day and 7-days in a week with 

minimum human intervention. The information is directly fed 

into the computer and accessed from it with guaranteed 

correctness (if the data fed into the machine is correct). 

4.2 System Architecture 

4.2.1 The system shall be based on following architecture: 





• Data Base server : internal to the IVR system. 

• Bill Server : where the CDRs will be recorded 

• Application Server : where the applications are loaded. 

• Communication Server : which handles the calls. 

o CCS7 E1 interface 

o IP interface : Bidder should provide VoIP 

call provision as an option. 

4.3 General Technical Requirements 

4.3.1 The system shall be based on client/server architecture. 

4.3.2 The offered system shall provide the redundancies at the 

hardware/software level so as to guarantee the highest 

availability (99.999%) of the system with no single point of 

failure. 

4.3.3 The system shall trigger the services as per access code. 

However, there can be more than one access code for a 

service. 

4.3.4 Multiple services triggering function shall be allowed 

based on selected input given by user for a given access 

code. 

For example, after entering access code, the system shall 

prompt for press 1 for A service, 2 for B service or 3 for C 

service. 


NEPAL TELECOM 


Clause 

No. 


4.3.5 Web based client shall be offered. 

4.3.6 The system shall have provision for generating call statistics 

reports based on number, area code, date and time, access 

code, service etc. The field in the report shall be customizable 

as per NT’s requirement. 

4.3.7 The system shall have provision for generating traffic statistic 

reports based on service, trunk group, access code, date and 

time etc. 

4.3.8 There shall be the provision for data customization for any 

service through web based client. 

4.3.9 User authority shall be provided up to individual service level. 

Authority shall be configurable in groups, with different 

authority levels in each group. 

4.3.10 Web based interface shall be provided for data customization 

for any service. 

4.3.11 The offered IVR system shall have the function of providing 

voice prompts, detection of DTMF tones, querying and 

updating of database and notifying the information to the 

subscriber and any other required functionality to provide the 

required services. 

4.3.12 The service shall be accessible by the user using PSTN, 

CDMA and GSM phones from anywhere anytime within the 

NEPAL TELECOM network. 

4.3.13 Any subscriber who accesses the IVR system shall be able to 

follow pre-defined voice instructions and accordingly shall be 

able to extract the required information as per the call flow. 

4.3.14 The offered system should be capable to transfer a live call to 

another destination such as operator/attendant. 

4.3.15 The IVR system shall work with Nepal Telecom’s switches as 

per existing CCS7 signalling F link and A link. The system 

should be able to connect at least 8 exchanges (with different 

CCS7 point code). 

4.3.16 The charging to the subscriber shall be done at local exchange 

(PSTN/CDMA/GSM) etc. 

4.3.17 IVR system should be able to define charging parameters 

depending upon the service. For example, in Number Change 

Announcement service if the call is diverted from PSTN 

exchange to IVR system, the caller should not be charged for 

such diverted calls. The ANM/CON message sent by IVR to 

Local Exchange shall be customizable depending on service 

i.e. Backward call indicator shall be set to either charge or no 

charge. 

4.3.18 System should work in TDM calls. The bidder shall also offer 

the price to handle VoIP calls. 

4.3.19 The system shall have overload control mechanism. 






NEPAL TELECOM 


Clause 

No. 


4.3.20 IVR system should be able to record Call Data Record (CDR) 

of all the calls landed in the system for all services. 

4.3.21 The possible number of announcements for each IVR service 

shall be at least 50000. 

4.3.22 The storage capacity for announcements shall be at least 100 

hours. 

4.3.23 The number of simultaneous announcements to be played at a 

time shall be at least 1200 which shall be scalable in future. 

4.3.24 All services shall support at least 8 languages. The basic 

announcements play mechanism shall be provided as per 

grammar files provided by NT. 

4.4 User Licenses 

The supplier shall provide all the required Licenses for 

hardware and software for the offered system. 

4.5 * Capacity of equipment 

4.5.1 For dimensioning purposes following parameters shall be 

considered: 

Loading of trunk circuits: 80% 





CAPS AHT 

Call Average 

E1- 

S/N Service 

Attempts Holding 

interface 

per Time 

second (seconds) 

1 Result Enquiry √ 20 

2 Result Enquiry ( with √ 60 

mark sheet ) 

3 Billing Enquiry √ 50 

4 

Fault Booking and 

Complaint Handling 

√ 50 

5 Change number 

announcement 

250 

30 

6 New services 

Such as, Share IPO 

result, Event based 

polling services, 

Information or 

promotional Broadcast 

Services etc. 

√ 

40 

4.5.2 The offered IVR shall be able to provide services with initial 

capacity equivalent to forty (40) E1s including necessary 

interfaces to connect with 75 ohm unbalanced outputs. 


NEPAL TELECOM 


Clause 

No. 


4.5.3 For calculation of PCM cables, the length from IVR to 

transmission equipment shall be 50 meters. The type and 

length of PCM cable and connectors shall be finalized during 

contract negotiation. 

4.6 Database and Interconnection 

4.6.1 The database query/update for IVR applications, if needed 

shall be based on existing NEPAL TELECOM database 

structures. The system shall access Oracle, MS-SQL, MySQL 

(or any RDBMS compliant) database through the port of 

Ethernet LAN connectivity provided by NEPAL TELECOM. 

Connections to this database shall be ODBC compliant. 

4.6.2 The system shall be able to query/update two (2) other fields 

in addition to the database fields mentioned in the flow chart 

(ANNEXES) for different services mentioned in Clause 5 of 

this document. 

4.7 System hardware and software requirement 

4.7.1 The offered equipment shall be a complete solution with all 

necessary hardware (Servers, PCs, interfaces, UPS, cables, 

connectors, accessories, etc.) and necessary software. 





The offered Server Hardware for the nodes shall adopt RISC 

server platform with high availability and fault tolerant system 

with the latest computer technology. 

The hard disk used to store the service and subscriber data 

shall adopt the latest backup, mirroring technology to ensure 

data security and reliability. 

The offered Servers shall have very high reliability and shall 

adopt the dual host redundant system and shall be in the 

configuration guaranteeing no service interruption. 

The latest version of UNIX operating system shall be adopted 

to provide high efficient and multi - user operating system 

offering high level of security. 

The offered system shall have high reliability such that there 

shall not be any call loss in the system in case of switch over. 

There shall not be any effect in the established calls due to 

switch over. 

The offered system shall have the provision of generating the 

fault alarms. 

All the IP based Nodes of the offered system shall have the 

security provisioning. 


NEPAL TELECOM 


Clause 

No. 


4.7.2 Besides the immediate requirements for applications 

mentioned in Clause 5, the offered system shall have 

graphical interface to customize the existing applications, 

and/or to create new IVR related services as and when 

required by NEPAL TELECOM. 

4.7.3 The offered system shall be able to produce traffic data and 

log files for all calls to the IVR system and the reply sent by 

the system. 

4.7.4 The IVR system shall scalable so as to be able to expand up to 

80-E1s for expansion of the proposed services as well as to 

introduce new services. The other resources such as 

announcement channels, storage shall be scalable in similar 

manner. The bidder shall quote incremental cost of the 

expansion and cost for ultimate capacity. 





This shall be considered for evaluation. 

4.7.5 The bidders shall provide detailed calculation with the 

dimensioning rules for the offered equipment. 

4.7.6 Major components performing call handling function and user 

interface functions shall be based on Unix platform and 

RDBMS databases with SQL as a query language. 

4.7.7 The system shall support announcements in multiple 

languages initially with options to choose between Nepali and 

English. 

4.8 Reliability 

4.8.1 The system offered by the bidder shall ensure 24-hour 

uninterrupted operation. 

4.8.2 Upon software or hardware fault in a single point, the calls 

handled by the system at that instant (or those in hold) shall be 

completed normally. 

4.8.3 The fault recovery, application or system software updating 

and hardware updating shall not hamper the normal operation 

of the system. 

4.8.4 The offered hardware for IVR shall adopt platform with high 

availability and fault tolerant system of the latest computer 

technology. 

4.8.5 The equipment availability shall not be lower than 99.999%. 

4.9 Backup and restore provision 

4.9.1 For protection against data loss due to a software or hardware 

there should be a complete solution for taking backup of the 

system to an external media like CD, DVD, and external Hard 

Drive etc and restore them whenever required. 

4.9.2 It shall be possible to completely fall back the system to the 

backed up status / configuration. 

4.9.3 Backup Restore Provision should be at operating system level. 


NEPAL TELECOM 


Clause 

No. 

4.10 Firewall /Antivirus 


The bidder shall provide a software firewall/antivirus for all 

servers and terminals that is part of the offered system for 

protection against viruses and unauthorized users. 

4.11 Mean Time Between Failure (MTBF) 

The bidder shall furnish the MTBF of the items offered. 

4.12 Operating voltage and power supply 





• 220V to 250V ± 10% AC 

• 50 ± 5% Hz 

The bidder shall offer uninterruptible power supply (UPS) of 

at least twelve hours' backup capacity in case of city power 

supply failure. 

4.13 Environmental Conditions 

Equipment performance and life of the terminal equipment 

shall be guaranteed for Environmental Conditions as 

mentioned below: 

• Temperature Range : -5 o to +50 o C 

• Max. Relative Humidity : 100 % 

4.14 Life Expectancy 

The equipment shall be designed for a life expectancy of at 

least 10-years without serious degradation of performance or 

reliability. 

5. * Details of Applications 

5.1 Result Enquiry Service 

The IVR system for Result Enquiry service shall require only 

a few steps to be performed by the user for inquiry of the 

result. The system needs to search for the result in the 

database that is ‘locked’ for security reasons and hence cannot 

be updated when the system is online. That is, data update is 

not expected in the result enquiry application after the main 

database is loaded. It is mandatory that the IVR system shall 

release the resources at the end of call, as shown also in the 

tentative call flow diagram in ANNEX I. 

5.2 Billing Enquiry Service 

The subscriber shall dial a particular access code and the 

system shall guide the user through announcement and 

authenticate the user through password before announcing the 

bill related information. In addition, the offered system shall 


NEPAL TELECOM 


Clause 

No. 


be able to fetch monthly, weekly and/or consolidated billing 

queries based on Nepali Calendar (i.e. BS or Bikram Sambat). 

Depending upon telephone number or account number of the 

user, the system shall read out the amount of the bill from 

NEPAL TELECOM’s Billing server. It is mandatory that the 

IVR system shall release the resources at the end of call, as 

shown also in the tentative call flow diagram in ANNEX II. 

5.3 Fault Booking and Complaint Handling service for 

Landline and ADSL 





For lodging complaints at the Maintenance & Control Center 

(MCC), the subscriber shall dial a particular access code. 

After this, the caller shall be guided by the system via voice 

instructions to enter the faulty telephone number and the digit 

that represents the fault type. 

The IVR system shall work with the MCC SD (Service 

Division) server in order to check the validity of telephone 

number being complained. If the number is valid, the number 

is checked and announced against the stored information in 

work order files, DNP list files, etc. The system also checks 

whether the number has been complained within the last seven 

days. If it was complained within this period, then the system 

reads out the complained status, if otherwise then the system 

accepts the complaint and updates/inserts new information 

into the database of MCC SD server. There should be two 

separate such flows for Landline and ADSL service 

complaints. 

After the complaint has been successfully lodged, the system 

should send SMS notification to technician/lineman who is 

responsible for that area. Also the technician/lineman are 

given certain ID and PIN through which he will be able to dial 

into IVR system and get all the complaint numbers of his area 

and remove the complaint when he clears the fault. 

For SMS notification, the receiver of the notification shall be 

obtained from database table of MCC SD server. Notification 

should be sent via any of two given options: 

Option 1 : the offer shall include equipment to house GSM 

SIM and CDMA RUIM cards. NT will provide GSM SIM and 

CDMA RUIM. There shall be provision for housing at least 

two GSM SIM and two CDMA RUIM cards. 


NEPAL TELECOM 


Clause 

No. 


Option 2 : The offer shall include SMPP interface for the 

purpose of SMS notification to be interfaced with SMSC 

(GSM or CDMA). NT will provide IP link directly or 

indirectly. 

The MCC related data for dimensioning purposes of this 

service are as follows: 

• Total telephone capacity 1,000,000 

• Total telephone in operation 650,000 

• Complaint entered per day 5,000 

• Complaint enquiry per day 10,000 





Automatic Complaint handling and automatic fault retrieval 

and down handling service; online and/or scheduled data 

update is required to register the received data to MCC 

database. 

5.4 Changed number announcement service 

According to the tentative flow chart, if the number dialed by 

the subscriber has been changed, the corresponding switching 

exchange will transfer the call to IVR system. The IVR 

system should check the ‘originally dialed number’ by the 

calling subscriber and find out the new number from MCC 

database and play announcements. The IVR system should be 

capable to make such calls free of charge to the calling 

subscriber. Further when a subscriber shall dials an access 

code, the IVR shall prompt for old telephone number and the 

IVR should announce the new number. The tentative call flow 

diagram is given in ANNEX IV. 

5.5 New Services 

5.5.1 The system shall allow the designing of new call flows/service 

flows for any number of services. 

5.5.2 The system shall provide GUI interface to design the new 

service flow. 

5.5.3 There shall not be any service wise CAPS limitation in the 

new services. CAPS limitation shall be applicable only for the 

total offered system. 

5.5.4 The system shall be able to run at least 50 services at a time. 

5.5.5 The new service shall be able to access third party database 

(MS-SQL, Oracle, MySQL, Informix etc) or the IVR 

database. 

5.5.6 Training mentioned in clause 6 should make the trainees 

capable enough to design and develop new flows for new IVR 

related services. 


NEPAL TELECOM 


Clause 

No. 

6. Training 

6.1 General 






The objective of the training shall be to understand the system 

in depth so as to be fully capable of operating, maintaining, 

modifying and creating applications including relevant 

modifications in the call flows/service flows by the trainees. 

In addition, the trainees shall be made capable to devise 

marketing strategy, analyze user behaviour, analyze traffic, 

etc. 

6.1.1 Supplier is required to train eight (8) NEPAL TELECOM 

engineers at the supplier's training centre for 20 working days. 

The training course shall cover at least the following topics: 

• General Overview 

• Operating system and database 

• Database structures (Oracle or MSSQL), SQL 

commands 

• IVR System Hardware, Software Programming, 

Customization, Testing and Debugging 

• Management and administration of all offered 

services 

• Operation and Maintenance 

• Backup and Restore 

• Service provisioning and procedures 

• Statistical Analysis 

6.2 Qualification of Trainees 

The trainees will have basic knowledge on digital switching 

system and /or Computer hardware, software and networking. 

They will also have some working experience with the 

existing SPC digital exchanges in Nepal. 

6.3 Insurance for Trainees 

The trainees shall be insured for medical treatment and all 

kind of risks during their stay in the supplier’s country. The 

insurance costs shall be included in the quoted training costs. 

6.4 Training Cost 

The bidder shall quote separately for the training course 

mentioned above. The price shall include training cost, 

training material cost, accommodation cost, etc. The cost of 


NEPAL TELECOM 


Clause 

No. 


any travel required for the trainees within the supplier’s 

country shall be included in the training costs. The detailed 

breakdown of training cost showing cost of each component 

indicated above shall be provided. For evaluation purpose, the 

total cost required to train NT personnel as detailed above 

shall be considered. 





The round trip air ticket and per diem allowances for NT 

trainees will be borne by NT. 


The bidder shall quote for factory inspection of equipments by 

two (2) senior engineers from NTC prior to shipment. The 

duration of factory inspection shall be seven (7) working days 

in supplier’s country. The supplier shall provide round trip air 

tickets from Kathmandu to their premises, accommodation, 

local transport, medical insurance and any other applicable 

charges for Nepal Telecom's Inspector. However, the per diem 

allowance for the Nepal Telecom's inspectors shall be 

arranged by the Nepal Telecom. 

During factory inspection, NT inspectors shall have liberty to 

perform any test to verify if any or all the technical 

requirements specified in the NT Technical Specifications are 

correctly implemented. It shall be the responsibility of the 

supplier to make necessary arrangement including the test 

equipment to perform such tests. The total cost of factory 

inspection shall be considered for evaluation. 

7. Installation Materials 

The supplier shall provide the installation materials for 

installation and testing of all the supplied system. The supplier 

shall provide the detailed breakdown list of the installation 

materials that will be supplied for installation site and the unit 

prices of each item. The cost of installation materials shall be 

considered in evaluation. 

8. Documentation 

The supplier shall provide original documentation required for 

installation, testing, operation, maintenance and upgrade of all 

the system components and services. All documentation and 

labels shall be written in English language. NEPAL 

TELECOM will have full ownership and copyright for 

copying the documents for use within the NEPAL 

TELECOM. The documents shall also be provided in CD- 

ROM in easily available viewing formats. The bidder shall 

supply at least one copy of all the documentation in both 

hardcopy and in CD-ROM. 


NEPAL TELECOM 


Clause 

No. 


9. Tools and Test Instruments 

It shall be the obligation of the supplier to arrange all the tools 

and test instruments (including special test tools, if any) that 

are required to carry out installation, testing, commissioning 

and acceptance testing. 

10. Operation and Maintenance (O&M) Requirement 

10.1 The O&M system offered shall have user-friendly graphic 

user interface (GUI). 

10.2 The O&M terminals shall be able to maintain, update and 

upgrade all kinds of hardware and software. 

10.3 The O&M system shall be able to keep logs of all kinds of 

transactions. 

10.4 The terminal operators of respective equipment shall have the 

security of user ID and password (Such authorization shall be 

divisible in groups with different authority levels). 

10.5 The system shall provide adequate and operable backup and 

recovery functions. 

10.6 The O&M system shall be able to constantly monitor 

functioning of the IVR system and report alarms, malfunctions, 

abnormalities, overloads, etc. 

11. Turnkey Installation of the offered system 

11.1 General 





The turnkey installation shall mean physical installation, 

software implementation, testing and commissioning of the 

equipment until all features and facilities mentioned in the 

specifications are functioning and the system is ready for 

commercial operation. The installation shall not be considered 

as complete until the Completion Report without any major 

deficiency is jointly signed by NEPAL TELECOM engineers 

and the Supplier’s supervisor, and submitted to NEPAL 

TELECOM. 

11.2 Hardware Installation Report 

The supplier shall be held responsible for any delay in 

installation due to shortage of materials delivered or due to 

inadequate installation diagrams/documents, instructions 

and/or legends required for installation of the equipment. 

After completion of the physical installation and successful 

hardware testing, the installation team shall submit the 

Hardware Installation report to NT. The report shall contain the 

materials delivered by the supplier, materials installed at 

different locations (rooms and floors shall be specified, etc.) and 

remaining items (if any) returned to NEPAL TELECOM store. 


NEPAL TELECOM 


Clause 

No. 

12. Software testing 






After completion of the Hardware installation and testing, the 

installation team shall carry out the software testing. The test 

team shall follow the detailed software testing of Operating 

System, RDBMS, Applications, Hardware diagnostics etc. 

The tests shall include testing of each and every requirement 

specified in this technical specifications document. That is, it 

is mandatory that all modifications in the software, hardware, 

firmware, databases, etc. shall be complete as mentioned in 

this technical specification document. 

Each and every test performed shall be properly documented 

with date and signature of the test team. After successful 

completion of the software testing, the software test team shall 

submit the software test report to NT, and invite for the 

Acceptance Testing. The test report shall contain list of all 

tests and results including the facilities and features to be 

provided as per the technical specifications. 

13. Spares and Software Support 

In the offered system, the bidder shall quote with unit price 

breakdown the details of spares for each type of 

card/unit/module and processor/hard disk/memory/power 

supply, etc. that shall be sufficient for uninterrupted service 

and to guarantee 99.999% availability. 

The supplier shall quote and guarantee the supply of the 

hardware spares and software support for a period of two (2) 

years from the expiry date of warranty period (mandatory - 

including extended warranty). Also the supplier shall furnish 

price escalation formulae for the spares and software support. 

The spares that will be supplied over the two (2) year period 

shall be functionally identical to the ones being offered under 

this tender and shall not require any adaptation in the system, if 

newer version does become the ones to be provided to NEPAL 

TELECOM. 

14. Acceptance Tests 

14.1 General 

After submission of the Hardware Installation Report and 

Software Test Report to NEPAL TELECOM, the supplier shall 

invite NEPAL TELECOM to carry out Acceptance Testing as 

mentioned below. The entire system is subject to Acceptance 

Testing at the installation site before commissioning and 

handover to Nepal Telecom. The Supplier shall provide detailed 


NEPAL TELECOM 


Clause 

No. 


acceptance test procedure for approval to Nepal Telecom at 

least one month prior to the starting date of Acceptance Testing. 

Nepal Telecom shall have the rights to approve or reject the 

acceptance test procedure and to include in its discretion any 

other tests in the acceptance test procedure either to test the 

requirements within the Nepal Telecom’s Technical 

Specification and/or to clarify doubts on the integrity of the 

equipment under test. 

14.2 Acceptance Test 

Acceptance testing shall comprise of physical counting, 

technical verification and other tests as mentioned in the 

NEPAL TELECOM approved testing procedures manual that is 

provided by the supplier. This shall be carried out jointly by the 

representatives of the supplier and the NEPAL TELECOM. The 

supplier’s personnel shall be available all the time for assistance 

or for clarification to NEPAL TELECOM queries during the 

acceptance testing. 

14.2.1 Physical Verification 

During the Physical verification, all the materials and 

equipment will be checked to confirm their delivery and 

installation as per the bill of quantities in the Contract. The 

materials will also be checked against the packing list of the 

shipping document and the Contract quantities. The spare 

cards shall be checked for their correct functioning. If some 

consumable parts are already consumed before the acceptance 

test is performed, it shall be the responsibility of the supplier 

to replace or replenish them. All the materials not used during 

installation shall be returned to Nepal Telecom store. 

14.2.2 Technical Verification 

To carry out the technical verification, the test procedures 

mentioned in the approved Acceptance Test Procedure shall 

be followed. However, during Acceptance Testing, Nepal 

Telecom’s Acceptance Test team shall be free to perform 

additional tests not included in approved acceptance test 

procedure, but within Nepal Telecom’s specification and such 

additional tests shall be considered as part of the approved 

acceptance test procedure. The Supplier shall make necessary 

arrangements for such tests, including the tools and test 

equipment if required for the tests. 





If any modifications in the software, hardware, firmware, 

database etc. are deemed necessary during the acceptance 

testing, all or relevant tests performed before these 

modifications shall be repeated if the acceptance test team 

finds it necessary. 


NEPAL TELECOM 


Clause 

No. 


14.2.3 Load Test in IVR System 

An IVR system has to be put under different load conditions 

once it is put into operation (e.g., during result publication 

events; polling result publication events; voting program 

events; etc., when many callers setup calls within a very short 

time period). Thus IVR systems must be tested under different 

load conditions prior to their deployment to ensure the 

following: 

• The IVR system works correctly under real load 

conditions in a live network. 

• The IVR system recovers properly from overload 

conditions 

• The IVR system is stable over a long period of time 

To address these issues, the supplier must provide call 

simulator/traffic generator tools to test and simulates such call 

patterns during acceptance testing. It should be able to setup 

calls on different interfaces and applications in order to 

simulate the behavior of human callers. Since calls usually are 

established using DTMF tones, the tool must be capable of 

sending any sequence of DTMF tones 





Nepal Telecom will put the system for commercial operation 

after the successful completion of Acceptance Testing 

according to the contract schedule. If the testing and 

commissioning of the system is delayed according to schedule 

in the Contract, and/or if there are major deficiencies, Nepal 

Telecom will have full authority to put the system into service 

before issuing Provisional Acceptance Certificate. Under such 

circumstances, the Supplier is required to make the basic 

functions and services ready for putting the system into 

service and provide maintenance service (technical support 

and maintenance of Hardware and Software) from the date the 

system is put into service at no additional cost to Nepal 

Telecom. 

14.2.4 Deficiencies 

After completion of the acceptance testing, the NEPAL 

TELECOM shall issue the Provisional Acceptance Certificate 

or Rejection Letter within 21-days from the date of 

submission of the final report of Acceptance testing. The 

Provisional Acceptance Certificate will be issued only if all 

the tests are successfully performed without any deficiencies. 

NEPAL TELECOM shall issue the rejection letter if one or 

more of the following major deficiencies are noticed during 

the acceptance testing. 


NEPAL TELECOM 


Clause 

No. 

14.2.4.1 Major Deficiencies 






Malfunctioning of any one of the following shall be 

considered as major deficiency: 

• Storage, transfer and retrieval of processed IVR 

system log files in tabular format 

• Management, Administration and customization of 

any IVR service 

• System start-up (initialization), reload and restarts of 

any one of system level processors 

• Non-delivery of documentation. 

• Load Test. 

• Call failure in the overall telecom network as a result 

of malfunction of IVR system 

• Other non-conformances to NEPAL TELECOM 

specifications as deemed by the Acceptance Test team 

14.2.4.2 Minor Deficiencies 

The following shall be considered as minor deficiencies: 

• Incomplete documentation 

• Other non-conformances to NEPAL TELECOM 

specifications as deemed by the Acceptance Test team. 

14.3 Final Acceptance 

NEPAL TELECOM may choose to make further acceptance 

tests as deemed necessary before finally accepting the 

complete installation. A final Acceptance Certificate shall be 

issued only after the supplier fulfils the following 

requirements: 

• Successful completion of the Stabilization Period 

• Successful completion and implementation of all the 

works i.e. all technical requirements of Nepal 

Telecom's tender specifications and other obligations 

under the contract. 

• Clearing of all major & minor deficiencies and 

pending support issues. 

Issuance of Final Acceptance Certificate (FAC) shall be 

deemed as “Closing of the Contract” except for the services 

during the warranty period and “after sales services” to be 

provided by the supplier. 


NEPAL TELECOM 


Clause 

No. 

15. Stabilization period 






The Stabilization Period shall commence upon successful 

completion of the Acceptance Tests and issuance of 

Provisional Acceptance Certificate (PAC). 

The Stabilization period shall be considered complete when it 

has been demonstrated that during one continuous 90 days 

period each of the following criteria has been met: 

16. Repair cost 

• Not more than 2 calls are lost per 1,000 attempts due 

to hardware and software faults in the IVR system 

• No single outage during the same period shall exceed 

duration of five (5) minutes and the full facilities of 

the system shall be available for more than 99.999 % 

of the time 

• The date on which the Stabilization Period is 

successfully completed and acknowledged by NEPAL 

TELECOM shall be the Hand-Over-Date. 

The bidder shall quote repair costs as percentage of unit 

hardware price of that item. 

17. * Warranty Period 

The one year following the Hand-Over-Date shall be 

designated as the Warranty Period. During the warranty 

period, the supplier shall rectify, with all reasonable speed and 

at no cost to NEPAL TELECOM, all defects in software or 

hardware as specified by NEPAL TELECOM. 

NEPAL TELECOM will maintain and operate the IVR 

system following the Hand-Over-Date and the supplier shall 

be called upon to rectify only such defects, as are beyond the 

normal maintenance procedures. 

The supplier shall provide any kind of assistance service to 

NEPAL TELECOM free of cost during Warranty Period for 

satisfactory performance of the system. 

After the completion of Warranty Period, the Warranty 

Completion Certificate shall be issued by Material 

Management Department, Nepal Telecom on certification by 

Nepal Telecom’s Project Manager of satisfactory discharge of 

services. 


NEPAL TELECOM 


Clause 

No. 

18. * Extended Warranty 






This is regarding to post warranty period. Bidders shall quote 

Extended Warranty as a mandatory item. The bidder shall 

quote for the Extended Warranty for three (3) years on annual 

basis. 

The services to be rendered during the extended warranty 

period shall be identical with the services provided during the 

warranty period of the contract. The cost of extended 

warranty shall be considered for evaluation. 

Warranty Completion Certificate shall be issued by Material 

Management Department, Nepal Telecom on annual basis 

after completion of each year of the Extended Warranty, on 

certification by Nepal Telecom’s Project Manager of 

satisfactory discharge of services. 

19. Emergency Support 

This is regarding to post warranty period. Bidders shall quote 

Emergency Support required for 2 years after the expiry of 

extended warranty period, as an optional item. 

On some occasions, supplier's help for the maintenance of the 

supplied equipment may be required by NEPAL TELECOM 

on an emergency basis. The emergency support shall include 

immediate shipment of the spares, immediate and urgent 

technical assistance for maintenance of hardware and software 

maintenance (Tele-assistance or fax/e-mail message from the 

experts), immediate dispatch of experts, etc. 

The Bidder shall submit a proposal with breakdown prices 

including the cost of immediate dispatch of experts (per visit 

excluding the price of hardware) with to and fro air ticket and 

5-days' stay in Nepal. The cost of Emergency support shall 

be considered for evaluation. 

Warranty Completion Certificate shall be issued by Material 

Management Department, Nepal Telecom on annual basis 

after completion of each year of the Emergency Service (if 

applicable), on certification by Nepal Telecom’s Project 

Manager of satisfactory discharge of services. 

End of Section VIII: Technical Specifications

Nepal Telecom

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