See details - Ordnance Factory Board, Kolkata

Ordnance Factories Recruitment Board, AmbajhariNagpur - 440 021EXPRESSION OF INTEREST (EOI) for IVRSEOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012Ordnance Factories Recruitment Board (OFRB) EXPRESSION OF INTEREST (EOI) from reputedvendors/companies to implement IVR (Interactive voice response) system in OFRB.1. Scope of WorkOrdnance Factories Recruitment Board (OFRB), Nagpur invites ‘expression of interest fordeveloping IVR-(Interactive Voice Response) system for responding to queries of candidates systemwith a view to improving the overall efficiency and provide better candidate services. Contactcenter will be based at OFRB, Nagpur. Tentative Process Flow is brought out at Appendix I.Scope of WorkThe selected bidder shall be responsible for but not limited to supply andinstallation of the following:• All active and passive components• IT Infrastructure components such as Servers, Databases, Networking &Security components, Storage, Software and other IT components etcrequired at the Contact Center• Commissioning & Acceptance Testing shall involve the completion ofthe Contact Center site preparation, supply and installation of therequired components• Training on Contact Center infrastructure• All documentation generated during design, installation andcommissioning phases shall mandatorily be made available to thetendering authority• Testing and Commissioning: Commissioning shall involve thecompletion of the following:o Supply and installation of all the required IT and Non-ITcomponents (UPS / Stabilised Power Supply etc)o Making the Contact Center available to OFRB for carrying outlive operationso Getting the acceptance of the same from OFRBEOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

To be provided by OFRB:• Physical infrastructure components such Power Supply, Air-ConditioningSystem and a Separate Earthing excluding any UPS / Stabilised PowerSupply• OFRB would provide 4 customer care executives to be positioned in itsContact center. However, the same is scalable depending on traffic.Indicative Implementation Details:Alternate methods of implementationThe Advantages & limitations of various approaches for implementationTime frame for implementationHow pilot implementation can be plannedWhether implementation is feasible in stages2. General eligibility criteriaOFRB is looking for IVR system providers/vendors who1. Are registered with the Registrar of Companies.2. Are the owners/certified or authorized agent/channel partner of the software solutionoffered.3. Have implemented 3 such IVR solutions in similar environment of similar capacity ( 20 seats)and such a solution is working satisfactorily for at least 3 years preferably for Central Govt/PSUs/State Govt4. Details to be furnished with EOI.a. Certificate of incorporation.b. Balance sheet & P & L statement for last 3 years.c. Reference of Public Service Commission/ Recruitment Service Providerswith contact persons where their IVR solution is implemented.d. Approach to solution architecture (Details of the Hardware and softwarerequirements, not required at this stage)f. Details of the service/support facilities and number of years ofexperience in India.Functional Requirement of System:1. The system is required to answer queries/provide essential information to candidatesdesirous of recruitment to the Ordnance Factories who may be calling from any type oftelephone system.2. The system should be bi-lingual (in both simple Hindi and simple English) to enable use byeven personnel with limited literacy.3. The system should log the calls thus keeping a record of the calls and any conversation.4. The system should generate statistics and reports for analysis by Management.Process:EOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

3. OFRB reserves the right to accept/reject any or all offers submitted in response to this EOIwithout assigning any reason whatsoever. OFRB would issue RFP to shortlisted parties, in which thevendors would be asked to submit sealed bid in two bid format.OFRB reserves the right to short-list the system providers/vendors based on the criteria/normsdecided by OFRB and may call such short listed IVR system providers for a presentation before anevaluation committee.Expression of Interest-IVROFRB reserves the right to proceed for issuance of Request for Proposal(RFP) only to those shortlisted vendors who are found technically eligible and qualified on the basis of responses receivedand presentation thereof, as per the requirement of OFRB. OFRB reserves the right to change thescope as per its requirement.5. Interested parties may send their response to the following address so as to reach on or before14.30 hrs on 14.2.2013 The Principal Director, Ordnance Factories Recruitment Board (OFRB),Ambajhari, Nagpur-440 021, Tel: +91-7104-220095, Fax: +91-7104-220062, email:pdofrb.ofb@ofb.gov.in.Cost of the EOI document: NilEOI without appropriate format outlined in this document would be rejected.EOI should reach on or before 14.30 hrs on 14.2.2013.EOI will be opened at 15.00 hrs on 14.2.2013.FORMAT OF BID:Part 1Our correspondence details with regards to this EoI are:S. No Information Details1 Name of Bidder2 Address of Bidder3 Name, Designation and Address ofthe contact person to whom allreferences shall be made4 Telephone number of contact person5 Mobile number of contact person6 Fax number of contact person7 Email Id of contact personAll information in Part 1 to be given.EOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

Part 2:Specification/Requirement Documentary Proof Complied(Yes/No)The Bidder should not be an Individual/ A certified copy ofProprietary / HUF etc. The Bidder should be a Partnership Deed /Partnership Firm/ Limited Company/ Private CertificateofLimited Company having its Registered Office in Incorporation as the caseIndia.may be is required to besubmittedAre the owners/certified or authorized Pl state your OEM andagent/channel partner of IVRSprovide proof.Apart from company registration, Bidder and Attested copy of allConsortium partner must have Registration thementionedunder Indian Labour laws & Contract Act, valid certificates. Bidder andVAT / Sales Tax Registration Certificate, valid Consortium partner shallService Taxattach the Sales TaxRegistration Certificate and Income Tax Return clearance certificates ofwith Audit Report from CAlast year. All thecertificateshave to be certified bystatutory auditors of therespective firmsThe Bidder should have turn-over of minimum A suitable certificate fromRs. 25 lakhs during last financial year. This CA duly signed andturnover should only be from the IVRS stamped is required to bedevelopment business.submitted.The Bidder should be a profit-making firm in thelast three financial years (2009-10, 2010-11, and2011-12).Copies of Audited Balancesheet and Profit and LossA/c for all the three yearsare required to besubmitted.Bidder / Consortium Partner must have operated Necessary supportingOne Contact / Call Centre project in India with credentials, duly verifiedmore than 20 seats and the scope should are required to beinclude management of Contact / Call Centre submitted.hardware including CRM platform. This centershould have been in operation for minimum 3yearsThe Bidder should not have been black-listed byany Govt bodies, Public Sector, RBI or any otherGovernment agencies.An undertaking dulystamped and signed bythe bidder is required tobe submitted. (Format inPart 4)All information in Part 2 to be given. Any non-compliance would disqualify the vendor.Deviation(If Any)EOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

Part 3:DETAILS OF EXPERIENCE OF BIDDERUsing the format below, the bidder should provide details on handling projects of similar nature forGovernment / PSU / Semi Government / Private sector organizations as elaborated in the prequalificationcriteria. He should bring out that he has implemented 3 such IVR solutions in similarenvironment of similar capacity preferably for Central Govt/ PSUs/ State Govt and such a solutionis working satisfactorily for at least 3 years.Customer NameParty Type: Government / PSU /Semi Government/ PrivateName of the Contact Person andcontact details ( Telephone & E-mail id) for the ProjectName of the projectStart Date and End DateCurrent Status (work inprogress or completed)Contract tenureOrder Value of the projectIs it Hosting/ CustomizedDevelopment ?No of Seats in Call CentreNo of DRI Lines usedOther Features in short ..Customer 1Customer 2………Customer nTotal cost of the servicesprovidedDescription of actual servicesprovided by your staff withinthe assignmentEOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

Part 5:Purpose of this part is to associate you in developing appropriate specification, which will beframed in the next stage. Any information provided in this part will not be used for evaluation atthis stage. Non-furnishing of information will also not result in dis-qualification.Approach & methodologyi. Understanding of scopeii. Proposed Solution (end to end solution design)• System architecture with Indicative Process Flow• Redundancy & scalability• Security• Technical features offered beyond requirements• Content Management• Disaster management & Data recoveryiii. Quality framework• SLA• Methodology & proposed quality plan• Performance managementiv. Implementation Planv. Proposed business modelvi. Risk & challengesEOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

Part 6Compliance Statement:S.No. Particulars Submitted or not1 Approach & methodology Yes/ NO2 Understanding of scope, Pl bring out that scope is Yes/ NOacceptable to you.4 Indicative Implementation Details as at Para 25 Part 1 Yes/ NOCertificate of IncorporationYes/ NOOEM or their partners or RepresentativeYes/ NORegistration under Indian Labour LawsYes/ NOVAT / Sales Tax Registration CertificateYes/ NOValid Service Tax Registration CertificateYes/ NOIncome Tax Return with Audit Report from CA Yes/ NOBalance Sheet & P &L Statement for 2009-10, Yes/ NO2010-11, and 2011-126 Part 2 Yes/ NO7 Part 3 Yes/ NO8 Part 4 Yes/ NO9 Sign & Stamp on all pages Yes/ NOBidder has to sign on all pages and affix his stamp.EOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

Appendix-ITENTATIVE PROCESS FLOW FOR IVRSOFRB has been newly formed to conduct centralized recruitment of employees for OrdnanceFactories.Objectives of IVRS channel:Ensuring Easy Candidate accessWorking towards user-friendly processes for empowering candidates to accessinformation with minimum manual interactionOptions for IVRS:Steps Menu OptionsaMenu OptionsbMenu OptionscMenu Optionsd1 Hindi English2 Current Past3 Registration No Roll No4 Examination Result Counseling Nominations Others5Menu OptionseStepsMenu OptionsaMenuOptionsbMenuOptionsc4 a ExaminationOptions Applications Admit Card DatesSub-OptionsAcceptedRejected – Grounds forRejectionsAvl fordownloadNA nowWritten DtTrade TestDtInterview DtMenuOptionsdMenuOptionseStepsMenu OptionsaMenu OptionsbMenu Optionsc4 b ResultOptions Written Trade Test FinalSub-OptionsSelected/ NotSelectedQualified/ NotQualifiedSelected/ NotSelectedIf selected MeritRankMenuOptionsdMenuOptionseSteps Menu Options Menu Menu Menu MenuaOptions Options Options Optionsbcde4 c CounselingOptions On/ OverEOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

Sub-OptionsIf On/ deadlineDtStepsMenu Optionsa4 d NominationsOptionsYes/ NoSub- If Yes, Unit , Contact TelephoneOptions and Dt of NominationsIf No, Expected Date ofMenuOptionsbMenuOptionscMenuOptionsdMenuOptionseSteps Menu Optionsa4 e OthersMenu OptionsbMenu OptionscMenu OptionsdMenu OptionseIn case, customer care executive is not able to answer, he will register the query with a numberand subsequently answer query of candidate when he asks for the same.EOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

Appendix-II1. SYSTEM SPECIFICATIONThe Service Provider shall provide the below services to OFRB during the service periodInteractive Voice Response System ("IVRS") - The IVRS shall provide English and Hindi and berecorded by voice talents of the Service Provider. You can refer to Annex A for the current IVRSflow. Database will be placed in Server (to be provided by vendor) at our end.1.1 Expected call volume and simultaneous calls per day or month: Maximum 0.5 lakh per Day.1.2 Call Process Flow: Details at Appendix-1.1.3 Calls Type: Incoming with call transfer from IVRS to Customer care (Treated as Outgoing)1.4 Type of Lines: Analog normal Telephone lines along with Digital PRI line (Two PRI lines may becatered initially , to be scaled up with actual requirement )PBX Description: PBX 100 of BPL ( Specifications Enclosed)1.5 Operating Hours24 hours a day, 7 days a week and 365 days a year no matter it is a normal day, a day underthunderstorm / natural calamity1.6 Phone LineOur current numbers for Public Interface are 07104-220064, 220065, 220075. We may beadvised for appropriate number of Lines for handling calls.Based on calculation, appropriate number of additional lines would be catered for by thevendor. No of PRI lines may be indicated.1.7 HARDWARE:1.7.1 Suitable for Telephone network type – PSTN network1.7.2 VXML telephony server –To enable text-to-speech, voice recognition and DTMFrecognition to be provided by vendor1.7.3 Web/application server – Dedicated at our end to be provided by vendorInteractive Voice Exchange System shall consist of a 4-port Windows based IVR System along withSMS module, Administrator-Reporting software, MySQL Database, Intel Dialogic Voice resources &SMSC support Low Level API based IVR Engine.Four analog telephone lines shall terminate into the above system with RJ 11 interface.1.8 Technical Specifications of Automated Complaint Management SystemEOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

System shall be of IBM(Lenovo) or HP/HCL/DELL make with similar system already runningat organizations in the Defence, Railways, DOT etc. A completion/ performance certificate isto be produced from such Govt. departments.System when positioned in clean environment should work on 24 hrs x 7 days a week basis.Intel Pentium Dual Core Processor with Speed 1.6 GHz or aboveCache 512KB or aboveRAM 2 GBAt least one full length PCI SlotHard Disk Drive 160 GB or higherCD Writer/DVD Combo Drive104 keys Standard Windows KeyboardOptical Mouse17" TFT color monitorChassis Vertical (Tower Top)I/O Interface 2 or more USB portsParallel ECP/EPP portNetwork 10/100Mbps Ethernet LAN portSpike Buster With Four 3 pins pointsOperating System – Windows 7 (Starter Edition) with latest Service PackLaser Printer HP (current Model 1007/1008 or equivalent) for printing of Complaint Slipsand ReportsUPS 600 VA Microtek/APC with 10 to 15 minutes back up1.9 Voice Processing Card:High Performance 04 port Dialogic PCI, CTI Voice processing card of Intel Dialogic make capable ofsupporting Continuous Voice Processing and simultaneously supporting Fax on all four ports -Telephonic interface complete as specified and conform to the following specifications:a) 4 channels analogb) 120 ohm (Impedance) balanced linec) HDB-3 line coded) RJ series Line Connectore) Ability to support either incoming calls on each channel and preferably dynamicallyallocates call flow on any line.f) Ability to support multiple services on the same trunk.1.9.1 Tone Dialing detection:1. DTMF digits - 0 to 9, #, A, B, C, D2. Freq. Variation - Less than 1 Hz3. Dial rate - 10 digits/secondEOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

1.10 Application softwareSoftware application for voice processing. The application should be built on an applicationgenerator with a CONFIGURABLE call flow designer for ease of change. There should be a webbased (or Intranet based) interface for reporting. Call flow generator to support TTS and ASRintegration (Unified communication integration with the Call flow generator). 2/4 port user licenseto run the system on 2/4 telephone lines complete as specified. It should be capable of : -(a) Handling simultaneous 4 calls in one system with the ability to upgrade on as requiredbasis by addition of necessary cards and software licenses for Customer Care.(b) Efficient usage of the infrastructure for serving the complaint calls and the completecalling cycle being successfully executed.(c) User-friendly GUI tools for Data Entry, Reports Viewing and on line System OperationMonitoring through multimedia should be provided.(d) It should be bi-lingual operation in English and Hindi/Regional Language(e) Voice cut-through (Intelligent barge in) facility should be provided to have a fasterinteractive service.(f) The system should work with all types of exchanges on voice lines or trunk lines withBSNL/MTNL/Military/Local Exchange(g) Multitasking and multithreading facility leading to simultaneous handling of 2/4 analogchannels.(h) Detecting an incoming ring and automatically establishing connection in response to thering signal. Number of rings before call pick up is configurable.(i) Capable of working round the clock throughout the year. (24 x 7 x 365)(j) Dynamic, user configurable, channel specific menu of IVRS, leading to setting ofdifferent service for different incoming lines (channels).(k) Support various means of Alert indications in case of system failures, e.g. Functionalerror, Error of missing certain voice message prompt, etc., and generates error Logs.(l) Provides call statistics and customized report after call analysis.(m)ODBC support for accessing all kind of standard database/RDBMS.(n) System should have the tools to record a new voice message and to play back therecorded voice message.(o) All telephone lines will be provided with CLIP from BSNL. IVRS should capture telephonenumbers of incoming calls and generate log of date and time of each call, informationrequested from the host, response from the host and information provided to thecaller. Data should be retained for a period of xxx (thirty or more days as required).(p) A backup utility to be provided with user-friendly screens to take backup on CD ROM.The backup utility software should be programmable for automatic or manualoperation.1.11 Databases – Open Source database would be used.EOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

All software/application used for the work should be genuine and licensed.The Service Provider shall provide necessary training to use, administer, trouble shoot, and anyother function required for smooth functioning of the IVRS.All systems and related services to be supplied under the contract shall have their origin incountries allowed as per the prevailing Import Trade Control Regulations in India.1.12 Scalability of System:System should be scalable to handle 100000 calls per Day.1.13 Reliability of System:Redundancy in the system may be brought out for 99.5% up time.1.14 Administrative Options for modifications:Some fine tuning for flow re-routing to be built for future. The firm should undertake to takeup at least 3 such modifications in the next two years after execution of contract.1.15 SecuritySecurity Controls for the revamped/redesigned IVRS should be in conformity with legal andregulatory standards/ CERT-In guidelines, IT Act 2008 (as amended from time to time).1.16 Management Information Report1.17. 100% Voice Logging1.16.1 Report - The vendor shall provide provision for Enquiry Nature Report,Enquiry Record Report, IVRS Report, Call Logging Report.1.16.2 ACD and IVRS Report - showing the daily call volume with hourlypresentation, average call length, number of abandoned call, number of incomingcalls, number of calls handled by IVRS, number of calls handled by CSRs, number ofanswered calls picked within 20 seconds, language selected in the IVRS, menuselection distribution in the IVRS etc.1.16.3 Enquiry Record Report - showing all the call details answered by CSRs. Itincludes, but not limited to, the start time and end time of call, information of caller,enquiry description, solution description, satisfactory level and follow up descriptionetc.1.16.4 Enquiry Nature Report - showing the breakdown of calls into differentenquiry categories and the duration of case handling1.16.5 Call Logging Report includes, but not limited to, the information of call time,contact person name, description of case, call nature etc.1.16.6 Top Ten Report - showing the top ten most common questions from callersand the top ten most valuable suggestions for improvement from the CSRs everyquarter.EOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

Voice Logging should provide a complete logging of conversation during the service period.There should be a provision for retrieval of relevant conversation as a MP3 file. Provision forretention of voice log records for 12-month from the call date.1.18 Ongoing Training for Customer Service RepresentativeThe Service Provider shall provide ongoing training and information update to the CustomerService Representatives or those who handle the call.1.19 Testing:Setting up a Test Bed for all sort of testing with the Test Database1.19.1 USER ACCEPTANCE TESTThe User acceptance test will be carried out as per mutually agreed Acceptance Test Plan againstthe systems requirements specified in the RFP. The solution shall be considered accepted only afterUAT is completed as per the agreed plan and is duly signed/certified by OFRB.Test CasesTest 1: Call SetupCall Identification (for Personalized Service Delivery)Recognize call type - Landline or MobileRecognize Originating Location of the callerTest 2: Call HandlingAutomatic Call Distribution (ACD) DemonstrationMultilingual supportPlay advertisement in place of a normal ring toneTest 3: Data HandlingRecord CallIntegration of IVR and Agent Desktop (CTI)Initiate Callback (Allows the agent to re-establish contact with a caller)Test 4: After Call Worka. Update data in Storage Area NetworkTest 5. Processes and Proceduresa. Data Source Validationb. Script Changes - Add, Modify, Delete etcc. Cross process linkingd. Knowledge Management - Caller profile generation and updatingTest 6: Disaster Management and Recovery Proceduresa. Disaster Management Processb. Recovery Process and timeTest 7: Speech Recognition Capabilitya. Speech Recognitionb. Call Transfer based on speech recognitionTest 8: Dashboards for measuring Metricsa. First call resolutionb. Service LevelEOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

c. Up-sell, Cross-sell, if any, etcd. Report on Call life cycle for every callTest Case 12a: Creation of new application / workflow for identifiedDepartmentsa. Demonstration of the capability for developing new applicationb. Application instance for every Department should demonstrate thetechnical ability to self-administer each of the following (indicative) functions• Inbound ACD - create and modify properties for agents and queues• CTI - customize existing integrations, build new ones,• IVR - design own IVR call flows.• Reporting - create custom reports. Store database at tenant's site• Document / Content management• Forms / Workflows / Business Rules - Creation and Change Managementd. Single sign on for all applicationse. Handling of multiple sessions for a given clientf. Creating and implementing cross application workflows without need tologging in multiple applications and data entry in multiple applicationsg. Ability to integrate multiple applications or onboard new applications asand when they are introducedh. Knowledge baseTest Case 12b: Technology IntegrationDemonstration of framework for end-to-end integration for existing (andupcoming) applications / systems and present them in a unified manner toboth call centre agents and at customer service centers using the following:• Front end integration / Screen level integration• Web service integration• Staging area database access• Automation tool-kit to perform configuration based quick hosting and automation ofvarious types of applications web, java, windows, mainframe, emulators, etc1.20 Hand-holding:Training may be given to OFRB employees in trouble shooting and managing interface withcandidates1.21 System Support ServiceOne Year Onsite warranty shall be given from the date of commissioning. Apart from thesystem setup, the Service Provider shall also offer ongoing system maintenance and projectmanagement expertise thus ensuring required application e.g. IVRS, ACD etc is runningsmoothly during the service period (24x7 period) during warranty period.1.22 Operations and MaintenanceThe selected bidder shall provide maintenance services for a period of 3 years from the date ofcommissioning of the Citizen Contact Center. The scope of the services for overall Physical and ITEOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

infrastructure management shall include Monitoring & Maintenance of theentire Contact Center.1.22 PenaltyIn case uptime for IVRS falls below the guaranteed level, OFRB will impose a penalty as given below.Further, if uptime of IVRS during any month is less than 95%, OFRB will not make any payment forthat month.UptimePenalty in % of total monthly maintenancepayment>=99.9 0> 98 to < 99.9 5> 97 to 98 10> 96 to 97 15> 95 to 96 20< 95% 1001.23 Incident Response ProcedureThe threats identified that will affect the delivery of service, the preventive measures tominimize those threats and the response procedure to cope with it and what to do toshorten the duration of problem.1.24 Miscellaneous GeneralRecording of all the voice messages should be done in good quality professional voice.Detailed Instruction Manuals and Operational Manuals have to be supplied with the system.At least four persons have to be trained by the supplier.The system should be capable of working round the clock throughout the yearThe OFRB will supply all the necessary input electrical power, telephone lines etc.Online Support Facility, Email Support for 12 months from date of installation (free of cost)and on payment of AMC thereafter for minimum of five years as required by OFRB.1.25 IMP NOTE:1) Implementation of the project and its Installation will be by a Company whose IVRS processand systems are ISO 9001:2008 certified and who has installed at least 10 IVR systems withthe Govt (Centre & State), Autonomous institutions like PSU Banks etc.2 The system should be capable of working in LAN environment if required3) System should support Web based (or Intranet based) interface for reporting and itsintegration with the system1.26 Turnkey Cost:Cost components involved (like licenses, support services, training implementation,integration, etc)EOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013

Cost components others (like third party integration, database, hardware, PRI Lines leasingetc)Life Cycle cost may be brought out (Hardware including Server if any + Software +Installation Commissioning + Any Other cost to be borne by user + Comprehensive AMC costfor 7 years)EOI no: 1619/OFRB/PV/OTE/2012/ 2 Dated 17.10.2012 to be opened at 1500 hrs on 14.2.2013