CCC_RFP for Tender.pdf - DOIT & C - Government of Rajasthan

2012 

kcument History 

Overview Procurement Policy Manual for RajCOMP Info Services Limited 

Document RajCOMP Info Services Limited- Manual on Policies and Procedures for 

Title 

Procurement 

Document Final RajCOMP Info Services Limited 

Status 

Abstract This (RISL) 

document provides a broad framework and guidelines for RajCOMP 

Info Services Limited Staff in carrying out various procurement activities. 

Document Publication History 

Date Author Version Remark 

17 th February Dr. S.S. Vaishnava Request V3 for Proposal 

Final Version 

2011 

Selection of Agency for 

Implementing and Operating Citizen 

Contact Centre in the State of 

Rajasthan 

Distribution 

Version Name Location 

Final MD RajComp Info Services 

Limited 

RajComp Info Services Limited office, 

Jaipur 

Secretary (IT) 

RajComp Info Services Limited office, 

Jaipur 

Document History 

Overview Establishment of Citizen Contact Centre for delivery of non-emergency 

Government to Citizen services (G2C) 

Document RFP for Selection of Agency for Implementing and Operating Citizen 

Title 

Contact Centre in State of Rajasthan 

Document Draft 

Status 

Abstract This document provides a broad framework and guidelines for the Bidding/ 

RFP document for the selection of a System Integrator for Implementing 

and Operating Citizen Contact Centre in State of Rajasthan 

Document Publication History 

RajComp Info Services Ltd. (RISL) 1

Request for Proposal | Citizen Contact Centre for Rajasthan 

Table of Contents 

1. INVITATION FOR BIDS (IFB) & NOTICE INVITING TENDER (NIT) .............. 12 

2. BACKGROUND INFORMATION & PROJECT PROFILE .................................. 15 

2.1 Background Information ................................................................................................... 15 

2.2 Project Profile................................................................................................................... 16 

3. ELIGIBILITY CRITERIA .......................................................................................... 17 

4. SCOPE OF WORK, STAKEHOLDER RESPONSIBILITIES DELIVERABLES 

& TIMELINES ....................................................................................................................... 20 

4.1 Scope of Work (SoW)........................................................................................................ 20 

4.1.1.1. Physical Non-ICT Infrastructure .................................................................................. 20 

4.1.1.2. Technical Infrastructure ............................................................................................. 22 

4.1.2. CCC Operations and Management Phase ....................................................................... 25 

4.1.2.1 Period of Operations and Management Phase ............................................................ 25 

4.1.2.2 Window of operations ............................................................................................... 25 

4.1.2.3 Language Capabilities ................................................................................................. 25 

4.1.2.4 Content Management ................................................................................................ 25 

4.1.2.5 Call Management ....................................................................................................... 26 

4.1.2.6 System Maintenance post Go-Live .............................................................................. 26 

4.1.2.7 Monitoring ................................................................................................................ 27 

4.1.2.8 Manpower Requirements .......................................................................................... 27 

4.1.2.9 Training ..................................................................................................................... 28 

4.2 Out of Scope activities for CCO .......................................................................................... 29 

4.3 Other Stakeholders’ Responsibilities ................................................................................. 29 

4.4 Project Milestones & Time Schedule ................................................................................. 32 

5. INSTRUCTIONS TO BIDDER (ITB) & BIDDING PROCESS ............................ 33 

5.1 Sale of Tender/ Bidding Document ....................................................................... 33 



5.2 Clarifications to the Bidding/ Bid Document ....................................................... 33 

5.3 Pre-bid Conference/ Meeting .................................................................................. 33 

5.4 Amendment of Bidding Document ......................................................................... 34 

5.5 Documents comprising the Bid ............................................................................... 35 

5.6 Cost of Bidding ............................................................................................................ 36 

5.7 Language of Bids ........................................................................................................ 36 

5.8 Bid Prices ..................................................................................................................... 37 

5.9 Period of Validity of Bids .......................................................................................... 37 

5.10 Earnest Money Deposit (EMD) ............................................................................ 38 

5.11 Deadline for the submission of Bids ................................................................... 39 

5.12 Format and Signing of Bid .................................................................................... 39 

5.13 Withdrawal and Re-submission (Substitution) of Bids ................................. 40 

5.14 Bid Opening/ Opening of Tenders ....................................................................... 40 

5.15 Selection method..................................................................................................... 40 

5.16 Guiding Principles for Evaluation of Bids ......................................................... 41 

5.17 Evaluation of Technical Bids ................................................................................ 42 

5.18 Evaluation of Financial Bids ................................................................................. 42 

5.19 Clarification of Bids ................................................................................................ 42 

5.20 Correction of Arithmetic Errors .......................................................................... 43 

5.21 Comparison of Rates of firms outside and those in Rajasthan..................... 43 

5.22 Margin of Preference/ Price Preference ............................................................ 43 

5.23 Comparison of bids and determination of the best value bid ....................... 44 

5.24 Negotiations ............................................................................................................. 44 

5.25 Disqualification ....................................................................................................... 44 

5.26 Acceptance of the Tender/ Bid and Notification of Award ............................ 45 

5.27 Confidentiality ......................................................................................................... 45 

5.28 Conflict of Interest .................................................................................................. 46 



5.29 Tendering authority’s Right to Accept/ Reject any or all of the Bids ........... 46 

5.30 Right to Vary Quantities ........................................................................................ 46 

5.31 Repeat Orders .......................................................................................................... 47 

5.32 Signing of Contract ................................................................................................. 47 

5.33 Performance Security Deposit (PSD) ................................................................. 47 

5.34 Reservation of Rights ............................................................................................. 47 

5.35 Monitoring of Contract .......................................................................................... 48 

6. TERMS AND CONDITIONS OF TENDER & CONTRACT .................................. 49 

A. General Conditions of the Bid ................................................................................ 50 

6.1 Income Tax and VAT Registration and VAT Clearance Certificate ............... 50 

6.2 Contract Documents ................................................................................................. 50 

6.3 Interpretation ............................................................................................................. 50 

6.4 Language ...................................................................................................................... 51 

6.5 Joint Venture, Consortium or Association ......................................................... 51 

6.6 Eligible Goods and Related Services ..................................................................... 51 

6.7 Notices .......................................................................................................................... 52 

6.8 Governing Law ............................................................................................................ 52 

6.9 Scope of Supply .......................................................................................................... 52 

6.10 Delivery & Installation .......................................................................................... 52 

6.11 Supplier’s/ Selected Bidder’s Responsibilities ............................................... 53 

6.12 Purchaser’s Responsibilities ............................................................................... 53 

6.13 Contract Price .......................................................................................................... 53 

6.14 Recoveries from Supplier/ Selected Bidder .................................................... 53 

6.15 Taxes & Duties ......................................................................................................... 53 

6.16 Performance Security Deposit (PSD)................................................................ 54 

6.17 Copyright .................................................................................................................. 55 

6.18 Confidential Information ..................................................................................... 55 



6.19 Sub-contracting....................................................................................................... 56 

6.20 Specifications and Standards .............................................................................. 56 

6.21 Packing and Documents ....................................................................................... 57 

6.22 Insurance .................................................................................................................. 57 

6.23 Transportation ........................................................................................................ 58 

6.24 Inspection ................................................................................................................. 58 

6.25 Rejection ................................................................................................................... 58 

6.26 Extension in Delivery Period and Liquidated Damages (LD) ..................... 59 

6.27 Authenticity of Equipments ................................................................................. 61 

6.28 Warranty .................................................................................................................. 61 

6.29 Patent Indemnity .................................................................................................... 62 

6.30 Limitation of Liability ........................................................................................... 63 

6.31 Change in Laws & Regulations ............................................................................ 63 

6.32 Force Majeure ......................................................................................................... 64 

6.33 Termination ............................................................................................................. 64 

6.34 Settlement of Disputes .......................................................................................... 66 

6.35 Payment Terms and Schedule ............................................................................. 67 

B. Special Conditions of the Bid .................................................................................. 68 

6.36 Service Levels .......................................................................................................... 68 

6.37 Change Requests/ Management and Contract Amendments ...................... 70 

6.38 Exit Management .................................................................................................... 72 

ANNEXURE-1: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FOR 

ELIIBILITY EXPERIENCE ................................................................................................. 77 

ANNEXURE-2: LIST OF SERVICES ................................................................................. 78 

ANNEXURE-3: BILL OF MATERIAL (BoM).................................................................. 84 

Specifications for Back Up, EMS and Antivirus Softwares ...................................... 85 

ANNEXURE 4: INFORMATION ON RAJASTHAN STATE DATA CENTRE ............ 86 



ANNEXURE-5: FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS ........ 88 

ANNEXURE 6- INDICATIVE CALL FLOW AT CCC .................................................... 102 

ANNEXURE 7- TEAM PROFILE AND TRAINING REQUIREMENTS .................... 105 

ANNEXURE-8: PRE-BID QUERIES FORMAT {to be filled by the bidder} .......... 108 

ANNEXURE-9: TENDER FORM {to be filled by the bidder} ................................... 109 

ANNEXURE-10: BIDDER’S AUTHORIZATION CERTIFICATE {to be filled by the 

bidder} .................................................................................................................................. 110 

ANNEXURE-11: SELF-DECLARATION – NO BLACKLISTING {to be filled by the 

bidder} .................................................................................................................................. 111 

ANNEXURE-12: CERTIFICATE OF CONFORMITY/ NO DEVIATION {to be filled 

by the bidder} ..................................................................................................................... 112 

ANNEXURE-13: MANUFACTURER’S AUTHORIZATION FORM (MAF) ............. 113 

ANNEXURE-14: UNDERTAKING ON AUTHENTICITY OF COMPUTER 

EQUIPMENTS ..................................................................................................................... 114 

ANNEXURE-15: COMPONENTS OFFERED – BoM {to be filled by the bidder} . 115 

Annexure-16: FINANCIAL BID FORMAT {to be filled by the bidder in BoQ (.XLS 

file) on eProc website with a Cover Letter on his letter head} ............................... 116 

Annexure-17: BANK GUARANTEE FORMAT {to be submitted by the bidder’s 

bank} ..................................................................................................................................... 122 

ANNEXURE-18: DRAFT AGREEMENT FORMAT ...................................................... 127 

ANNEXURE 19- REQUIREMENTS COMPLIANCE SHEET ...................................... 130 

ANNEXURE-20: SERVICE LEVEL AGREEMENT ...................................................... 148 



Abbreviations and Definitions 

ACD 

AHT 

ANI 

APL 

ASA 

Authorised 

Signatory 

Bidder 

BoD / Board 

BoM 

BoQ 

BPL 

CA 

CAPEX 

CCC 

CCO(s) 

CLI 

CM 

CMC 

Contract 

Automatic Call Distributor 

Average Handling Time 

Automatic Number Integration 

Above Poverty Line 

Average second to Answer 

The bidder’s representative/ officer vested (explicitly, implicitly, or 

through conduct) with the powers to commit the authorizing 

organization to a binding agreement. Also called signing officer/ 

authority having the Power of Attorney (PoA) from the competent 

authority of the respective Bidding firm. 

"Bidder" means any firm/ agency/ company/ contractor/ supplier/ 

vendor responding to Invitation for Bids and which is participating in 

the Bid. Also called offeror or quoter. 

Board of Directors of RajCOMP Info Services Limited 

Bill of Materials 

Bill of Quantity 

Below Poverty Line 

Certifying Authority 

Capital Expenditure 

Scheme of Citizen Contact Centre as envisaged by Government 

Company/companies which enters into a contract with the Purchaser 

to provide services specified in the Bid/Contract and is shall deemed to 

include the CCO’s successors, representatives (approved by the 

Purchaser), heirs, executors, administrators and permitted assigns, as 

the case may be, unless excluded by the terms of the contract 

Citizen Line Identification 

Content Manager 

Contract Monitoring Committee 

“The Contract” means a legally enforceable agreement entered into 

between RISL and the selected bidder(s) for services including, but not 

limited to, as mentioned in this RFP documents 



CRM 

COTS 

CTI 

CV 

Day 

DeitY, GoI 

DNIS 

Customer Relationship Management 

Commercial Off The Shelf Software 

Customer telephony Integration 

Curriculum Vitae 

“Day” means a calendar day as per GoR (Government of Rajasthan). 

Department of Electronics and Information Technology, Government 

of India 

Dialed Number identification sequence 

DoIT&C Department of Information Technology and Communications, 

Government of Rajasthan. 

DSC 

Digital Signature Certificate 

EM 

EMD 

ESI 

ETDC 

FAQ 

FAT 

FOR 

GoI / GoR 

G2C 

ICT 

INR 

IRCTC 

IRDA 

ISI 

ISO 

IT 

ITB 

IVRS 

KPI 

Entrepreneurs' Memorandum 

Earnest Money Deposit. 

Employees' State Insurance 

Electronic Testing & Development Centre 

Frequently Asked Questions 

Final Acceptance Testing 

Free on Board 

Govt. of India/ Govt. of Rajasthan 

Government to citizens 

Information and Communication Technology. 

Indian Rupee 

Indian Railways Catering and Tourism Corporation 

Insurance Regulatory and Development Agency 

Indian Standards Institution 

International Organisation for Standardisation 

Information Technology 

Instruction to Bidders 

Interactive Voice recognition system 

Key performance Indicators 



LD 

LoI 

MAF 

MIS 

MMP 

NeGP 

NRHM 

NIT 

NOC 

OEM 

OPD 

OPEX 

OSP 

OT 

Participating 

Departments 

PAN 

PBG 

PC 

PRI 

PSD/ SD 

Purchaser/ 

Tendering 

Authority 

QGR 

QoS 

RFP 

RIICO 

RISL 

RSDC 

Liquidated Damages 

Letter of Intent 

Manfacturer's Authorization Form 

Management Information System 

Mission Mode Project 

National e-Governance Plan of DeitY, GoI 

National Rural Health Mission 

Notice Inviting Tender. 

No Objection Certificate 

Original Equipment Manufacturer 

Outpatient Department 

Operating Expenditure 

Other Service Provider 

One Time 

The State Departments recognised by the State whose services have 

been identified to be included under CCC 

Permanent Account Number 

Performance Bank Guarantee 

Procurement Committee 

Primary Rate Interface 

Performance Security Deposit / Security Deposit 

Person or entity that is a recipient of a good or service provided by a 

seller (bidder) under a purchase order or contract of sale. Also called 

buyer. RISL in this RFP document. 

Quarterly Guaranteed Revenue 

Quality of Services 

Request for Proposal 

Rajasthan State Industrial Development & Industrial Corporation 

RajCOMP Info Services Limited 

Rajasthan State Data Centre, New IT Building, Jaipur 



RUHS 

RTI 

SAN 

Services 

SLA 

SMS 

SOP 

SoW 

SPOC 

SSDG 

SSI 

State 

Government 

STQC 

TIN 

TRAI 

UAT 

UIDAI 

VAT/ CenVAT 

WO/ PO 

Rajasthan University of Health Sciences 

Right to Information 

Storage Area Network 

“Services” means the services to be delivered by the successful bidder 

and as required to run the project successfully as per the Contract. A 

service is the intangible equivalent of an economic good. 

Service Level Agreement 

Short messaging Services 

Standard Operating Procedure 

Scope of Work 

Single Point of Contact 

State Services Delivery Gateway 

Small Scale Industries 

Government of Rajasthan 

Standardisation Testing and Quality Certification, Govt. of India 

Tax Identification Number 

Telecom Regulatory Authority Of India 

User Acceptance Test 

Unique Identification Authority of India 

Value Added Tax/ Central VAT 

Work Order/ Purchase Order 



Draft Request for Proposal (RFP) Document 

For 

Selection of Agency for Implementing and Operating Citizen Contact 

Centre (CCC) in the State of Rajasthan 

[Tender Reference No. No. 4.9(44)RISL/Tech/Misc/2012/6692 dated 22/11/2012] 

Mode of Bid Submission Online though eProcurement / 

Tendering Authority/ Purchaser 

Date & Time of Pre-bid meeting 

Last Date & Time of Submission of 

eBid 

Date & Time of Opening of Technical 

eBid 

eTendering system at 

http://eproc.rajasthan.gov.in 

Managing Director, 

RajCOMP Info Services Limited (RISL), 

First Floor, Yojana Bhawan, Tilak 

Marg, C-Scheme, Jaipur (Rajasthan) 

06.12.2012 at 3.00 pm 

03.01.2013 at 3.00 pm 

04.01.2013 at 4.00 pm 

Cost of Tender Document: Rs. 5,000 (Rupees Five Thousand only) 

Name of the Bidding Company/ Firm: 

Contact Person (Authorised Bid 

Signatory): 

Correspondence Address: 

Mobile No. Telephone & 

Fax Nos.: 

Website & E-Mail: 



1. INVITATION FOR BIDS (IFB) & NOTICE INVITING TENDER (NIT) 

i. RISL, on behalf of Government of Rajasthan, invites electronic bid (eBid) proposals 

from reputed, competent and professional Information Technology (IT) Firms, who 

meet the minimum eligibility criteria as specified in this bidding document for the 

design, development, implementation and maintenance of an end to end IT solution for 

the Implementation and Opeartion of Citizen Contact Centre in the State of Rajasthan, 

as detailed in the section titled "scope of work" of this RFP document. 

ii. The complete bidding document has been published on the website 

http://eproc.rajasthan.gov.in and http://risl.rajasthan.gov.in, for the purpose of 

downloading. 

iii. Bidders who wish to participate in this bidding process must register on 

http://eproc.rajasthan.gov.in (bidders already registered on 

http://eproc.rajasthan.gov.in before 30-09-2011 must register again). 

iv. To participate in online bidding process, Bidders must procure a Digital Signature 

Certificate (Type III) as per Information Technology Act-2000 using which they can 

digitally sign their electronic bids. Bidders can procure the same from any CCA approved 

certifying agency, i.e. TCS, safecrypt, Ncode etc. Bidders who already have a valid Digital 

Signature Certificate (DSC) need not procure a new DSC. 

v. A two-stage,two envelope selection procedure shall be adopted. 

vi. Bidder (authorised signatory) shall submit their offer on-line in Electronic formats both 

for technical and financial proposal. However, DD for Tender Fees, RISL Processing 

Fees and EMD should be submitted physicaly at the office of Tendering Authority as 

prescribed in NIT and scanned copy of same should also be uploaded along with the 

technical bid/ cover. 

vii. RISL will not be responsible for delay in online submission due to any reason. For this, 

bidders are requested to upload the complete bid well advance in time so as to avoid any 

unforeseen problems. 

viii. Bidders are also advised to refer “Bidders Manual Kit” available at eProc website for 

further details about the e-tendering process. 

ix. Training for the bidders on the usage of e-Tendering System (eProcurement) is also 

being arranged by RISL on regular basis. Bidders interested for training may contact e- 

Procurement Cell, RISL for booking the training slot. 

x. Contact No: 0141-4022688 (Help desk 10 am to 6 pm on all working days) 

xi. e-mail: eproc@rajasthan.gov.in 

xii. Address : e-Procurement Cell, RISL, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur 

xiii. Please note that a pre-bid meeting of prospective bidders, who have purchased the 

tender / bidding document, is scheduled as per the details specified in Notice Inviting 



xiv. 

xv. 

Tender (NIT) below. The objective of this meeting is to address the queries of the 

prospective bidders related to the Project/ Bidding document. 

No contractual obligation whatsoever shall arise from the RFP/ bidding process unless 

and until a formal contract is signed and executed between the tendering authority and 

the successful bidder(s). 

RISL disclaims any factual/ or other errors in this document (the onus is purely on the 

individual bidders to verify such information) and the information provided herein are 

intended only to help the bidders to prepare a logical bid-proposal. 



NOTICE INVITING TENDER-NIT 

[Tender Reference No. No. 4.9(44)RISL/Tech/Misc/2012/6692 dated 22/11/2012] 

RajCOMP Info Services Limited (RISL) invites electronic bids/ proposals (eBids) from eligible bidders for the 

Selection of Implementing and Operating agency for Citizen Contact Centre in the State of Rajasthan. 

Nature of the Project 

Cost of Tender Document 

(non-refundable) 

RISL Processing Fee (non-refundable) 

Estimated Project Cost 

Earnest Money Deposit (EMD) 

Publishing Date/ Time 

RFP Download Start Date/ Time 

Implementing and Operating Citizen Contact Centre in 

Rajasthan State 

Rs 5000(Rupees Five Thousand) 

Rs 1000(Rupees One Thousand) 

Rs 5 crores ( Rupees Five Crores) 

Rs 10 lakhs ( Rupees Ten Lakhs) 

24.11.2012 at 3.00 pm 

27.11.2012 at 11.00 am onwards 

06.12.2012 at 3.00 pm 

Date, Time& Venue of Pre-Bid Meeting 

Bid submission Start Date/ Time 

RFP Download End Date/ Time 

Bid submission End Date/ Time 

Submission of Banker’s Cheque/ Demand 

Draft for Tender Fee, EMD, and Processing 

Fee 

Technical Bid Opening Date/ Time 

Financial Bid Opening Date/ Time 

Websites for downloading Tender 

Document, Corrigendum’s, Addendums etc. 



First Floor, Yojana Bhawan, 

Tilak Marg, C-Scheme, 

Jaipur (Rajasthan) 

14.12.2012 at 11.am onwards 

03.01.2013 at 3.00 pm 

03.01.2013 at 3.00 pm 

04.01.2013 at 3.00 pm 

04.01.2013 at 4.00 pm 

Will be intimated later to the Technically qualified bidders 

http://eproc.rajasthan.gov.in 

http://www.doitc.rajasthan.gov.in 

http://dipr.rajasthan.gov.in 

http://risl.rajasthan.gov.in 

Bid Validity 

180 Days from the date of bid submission 

* In case, any of the bidders fails to physically submit the Banker’s Cheque/ Demand Draft/BG for Tender Fee, 

EMD, and RISL Processing Fee up to 3.00pm on 04.01.2013, its Bid shall not be accepted. The Banker’s Cheque/ 

Demand Draft should be drawn in favour of “Managing Director, RajCOMP Info Services Limited” payable at 

“Jaipur” from any Scheduled Commercial Bank. 

Date: 22.11.2012 

Managing Director 

RajCOMP Info Services Limited (RISL) 

Jaipur (Rajasthan) 



2. BACKGROUND INFORMATION & PROJECT PROFILE 

2.1 Background Information 

Over the last decade, there has been an increasing need felt within the Government about 

improving the quality of Governance being provided to the common citizen. Given the fact that 

majority of the population lives in the rural areas and there is considerable difference in the socioeconomic 

and demographic profile between urban and rural populace of the country, the need for 

providing transparent, efficient, effective and affordable Governance in the nearby locality of the 

common citizen has been realized. With the objective of providing better Governance and 

improving the quality of life of ordinary citizens of the country, Government of India (GoI) has 

initiated various e-Governance projects at Central and the State levels as part of the National e- 

Governance Plan (NeGP). Under NeGP a number of initiatives and projects have been identified 

and classified as Mission Mode Projects (MMP) by the Government. 

With the e-Governance initiatives attaining a certain level of maturity (in terms of service delivery 

mechanism) and creation of minimum infrastructure to support Governance related ICT 

initiatives, it has become imperative to increase the channels and interface points for service 

delivery for the common citizens. Telephone has been identified as one such channel which can be 

leveraged for providing G2C services. Telecom domain has seen exponential growth in terms of 

penetration and reach to the citizens and especially to the rural populace in recent times and with 

percentage of tele-density in India, which is close to 79 1 % as per TRAI data, telephone provides an 

un-paralleled and unexplored channel which the potential of transforming the e-Governance to 

the next level. 

In order to improve the service delivery mechanism, some of Government agencies / departments 

at the Central and the State level have initiated and established call centers including IRCTC, 

IRDA, Jaankari (RTI, Bihar), Tele-Samadhan (MP) among others. However, most of these 

initiatives are stand alone with limited integration with each other and do not have a common 

platform / interface for the common citizens. This has created a unique problem for the citizens 

with multiple interfaces and numbers to deal with while availing different sets of services. Thus, 

there is a need for a common service delivery platform like a Contact Center having a single 

unique, easy to remember and common number for all the State level services to start with. 

While other channels of delivery such as departmental counters, websites, and service kiosks 

serve important functions, contact centres provide the advantage of greater accessibility due to 

1 

http://www.trai.gov.in/WriteReadData/WhatsNew/Documents/quarterly%20press%20release%20-final.pdf 



high penetration of telecom and cellular services in rural parts, ease of usage, reduced costs and 

improved service delivery over these channels. 

2.2 Project Profile 

The communication revolution has been identified by the State of Rajasthan as an opportunity for 

provisioning Government services through Citizen Contact Centre (CCC). The CCC will deliver 

non-emergency G2C services to citizens over the phone through a single unique number which 

will be common for all the State services. The objective behind establishment of State Citizen 

Contact centre is to provide a single point of contact to citizens for provision of non-emergency 

informational, grievance and transactional services for all government departments. 

It will be established in Rajasthan and will only handle the queries pertaining to the State. It will 

provide a facility of call forwarding to the citizens if they want to connect to central services like 

IRCTC, etc. Some of the key benefits envisaged from CCC are listed as below: 

• Common, single Unique Number for the State services 

• Timely access to Information / G2C services 

• One number to call 

• Provide service tracking information and grievance handling 

This RFP intends to select a suitable agency for establishment and operations & maintenance of 

the Citizen Contact Centre in Rajasthan as per the scope of work and terms & conditions 

described in the following sections. 



3. ELIGIBILITY CRITERIA 

This RFP pre-qualifies the following organizations which have been empanelled by Department of 

Electronics and Information Technology, Government of India for providing contact centre 

services as part of the Citizen Contact Centre initiative (vide EOI No. 3(13)/2009-EG-II dated 13 th 

April 2011): 

1. M/s Aditya Birla Minacs 

2. M/s Genpact 

3. M/s Sparsh 

4. M/s Intelenet 

5. M/s Spanco 

6. M/s Tata Business Support Services 

Any other organization which wishes to participate through this RFP needs to conform to the 

below mentioned eligibility criteria. Consortia are ineligible to bid except in case of 

organizations empanelled by DeitY, GoI as mentioned above. 

S. Basic 

No. Requirement 

Specific Requirements 

1 Legal Entity The bidder should be a company 

registered under Indian 

Companies Act, 1956 or a 

partnership firm registered 

under Indian Partnership Act, 

1932 or a Proprietorship firm 

registered under the Rajasthan 

Shops and Commercial 

Establishments Act, 1958 or a 

similar Act of any other state/ 

Union 

2 Turnover from Average annual turnover of the 

IT/ ITeS bidder from IT/ ITeS over the 

last three financial years, i.e., 

from FY 2009-2010 to 2011- 

2012 (as per the last published 

audited balance sheets), should 

be at least INR 10 crores 

3 Net Worth Bidder should have positive net 

worth (measured as paid-up 

capital plus free reserves) as on 

31 st March 2012 

4 Technical 

Capability 

4.1 Bidder should have operated 

a call centre with minimum 10 

Documents Required 

• Copy of Certificate(s) of 

incorporation 

• Copy of Registration 

Certificate (s) 

CA Certificate with CA’s 

Registration Number/ Seal 

CA Certificate with CA’s 

Registration Number/ Seal 

Project Details (as per format in 

Annexure 1) and one of the 



S. 

No. 

Basic 

Requirement 


seats, operating with minimum 

20,000 inbound calls per month 

and serving customers in Hindi 

and English for at least one year 

in the last 3 financial years 

4.2 Bidder should have operated 

a call centre with at least 50 

seats at one site for at least one 

year in the last 3 financial years 


following documents: 

- Work Completion 

Certificates from the client; 

OR 

- Work Order + Self 

Certificate of Completion 

(Certified by the Statutory 

Auditor); OR 

- Work Order + Phase 

Completion Certificate from 

the client) 

5 Tax 

registration 

and clearance 

The bidder should have a 

registered number of 

i. VAT/Sales Tax where his 

business is located 

ii. Service Tax 

iii. Income Tax / Pan number. 

Along with any one of the three 

above, a self certification from 

competent authority that the 

furnished project meets the 

qualification requirements 

Copies of relevant certificates of 

registration 

VAT clearance certificate from 

the Commercial Taxes Officer of 

the Circle concerned 

The bidder should have cleared 

his VAT dues to the State 

Government of Rajasthan. 

6 OSP License Bidder has a valid Other Service 

Provider (OSP) license (as issued 

by DoT, GoI) for providing 

domestic services in India. In 

case the license is due to lapse 

before two years, the bidder 

must give an undertaking that 

the certification will be renewed 

before the expiry and the same 

will be valid during the tenure of 

the project 

7 Blacklisting A firm is not eligible to 

participate in this project while 

under sanction by RISL. 

Similarly, at the time of bidding, 

the firms black-listed/ debarred 

in participating in any 

procurement activities by any 

State or Central Government or 

Copy of valid OSP license 

documents for at least 1 centre 

operating domestically 

A Self Certified letter 



S. 

No. 

Basic 

Requirement 


UT in India are not allowed to 

bid. 




4. SCOPE OF WORK, STAKEHOLDER RESPONSIBILITIES 

DELIVERABLES & TIMELINES 

4.1 Scope of Work (SoW) 

The objective of Citizen Contact Centre is to provide a single point of contact to residents for 

provision of non-emergency informational and grievances services of identified Government 

services in both Hindi and English. An indicative list of services is provided at Annexure 2 of this 

RFP. It is proposed that currently the following access channels will be used: 

a) Inbound Channels: Telephone, Mobile, Email, SMS (Status tracking only) 

b) Outbound Channel: Telephone, Email, SMS 

The contract period will two years from the date of successful go-live and will be extendable on 

year-to-year basis solely at the discretion of the Purchaser on same terms and conditions upto a 

maximum of three years beyond the current envisaged two years (2+3 years). During the contract 

tenure, the scope of work for CCC shall include the following two phases: 

4.1.1 CCC set up and commissioning; 

4.1.2 CCC Operations and Maintenance Phase 

This section mentions the scope of work required to be performed by the CCO. 

4.1.1. CCC Set Up and Commissioning 

In this phase, the scope of work of the bidder will be to setup physical and technical infrastructure 

of the contact centre as per details given hereunder in order to get it ready for go-live. In case 

setup similar to CCC is being available with the CCO, that may be utilized subject to adherence to 

RFP terms and conditions. 

4.1.1.1. Physical Non-ICT Infrastructure 

Physical infrastructure will define the requirement of space for operating a call centre and its 

location. 

A. Location of CCC 

The location of the contact centre shall be at 3 rd floor, Yojana Bhavan, Jaipur. 

B. Infrastructure/Building 

i. RISL shall provide space for agent area and training of agents for the citizen contact centre at 

Yojana Bhawan, Jaipur free of cost. The bidders may contact RISL if they desire to visit the 

proposed location before last date of bid submission. RISL shall ensure that space should be 

adequate for the seating of CCO staff. The CCO shall be handed over the allocated space upon 

issuance of the work order and shall have to ensure preparation of the allocated space for 

operations of the CCC. This would include: 



Office furniture and setup including air-conditioning, networking, telephone 

connectivity, pantry area etc 

Preparation of training room in the allocated area with appropriate facilities 

Adequate seating space for at least one RISL Officer 

Other facilities in compliance with the industry standards/ requirements for smooth 

operations of the contact centre 

ii. The proposed site should have adequate power back up of two hours battery backup. 

iii. The electricity for the CCC shall be provided by RISL free of cost. 

iv. CCO shall submit the entire blueprint (incl floor plans, training room plan, seating, civil/ 

electrical work needed etc) of CCC to RISL for approval 

C. Toll Free Number 

The CCO shall acquire the toll free number only in the name of Purchaser i.e. the service 

subscriber will be Purchaser. The toll free number should have following features; 

• Number should be accessible from any other network operators also; 

• There shall be no call charges for customers calling to this number from any network; 

• Customer should be able to dial this toll free number from mobile as well as landline; 

CCO shall also procure an additional PRI line( 32 channels) for non toll free number in the name 

of Purchaser from any Telecom Service Provider other than toll free number to function as an 

alternate number in case of unavailability of the primary toll free number. 

The fees paid for the acquisition of the toll free number, non toll free number and applicable 

rentals shall be reimbursed on actuals after submission of relevant bills from the Service 

Providers. The tariff and the rental charges (for the toll free number, non toll free number and the 

telephone lines) negotiated with the Telecom Service Providers should be in consultation with 

Purchaser. The Vendor shall take the approval of the Purchaser before finalizing the tariff 

agreement with the Telecom Service Providers. 

The non-toll free number shall be used for outgoing calls to citizens and department for followups, 

quality feedback, etc. The cost associated for such calls shall be reimbursed by RISL based on 

orginal bills, invoices and supportings. 

D. Seats 

The CCC to be setup at Rajasthan will follow the per-seat model. The CCC will be of minimum 20 

seats, scalable to upto 100 based on requirement during the contract period. Initially, the CCC will 

of 20 seats only which will be operational throughout the window of operations as specified in 

para 4.1.2.2. The CCO shall maintain the above prescribed number of seats as long as there is no 



additional requirement from RISL. If the requirement arises, RISL shall give an order for increase 

or decrease of the number of seats. The CCO shall have to ensure increase / decrease of seats as 

per the following: 

• Temporary increase(or increase during peak hours) shall mean increase for a limited 

period. It could be for a few months. it could also mean increase during peak hours in a 

day for any number of days. 

• For any temporary increase(or increase during peak hours) in number of seats, 10% of the 

current number of seats shall be kept as buffer. 

• Any requirement of permanent increase upto 10% additional seats or temporary 

increase(or increase during peak hours) beyond 10% but upto 20% of the current number 

of seats shall have to catered within 2 weeks from the date of notification of requirement 

• Any requirement of permanent increase in seats beyond 10% additional seats or 

temporary increase(or increase during peak hours) of beyond 20% of the current number 

of seats shall have to catered within 4 weeks from the date of notification of requirement 

• In case RISL wishes to reduce the number of seats/ change an agent, a written/ email 

communication will be sent to the CCO. The CCO shall be given a period of one week from 

the date of receipt of such communication as notice period before exit. The CCO would 

ensure appropriate handover of work from the outgoing agent. 

• The CCO shall be paid proportionately for the temporary increase(or increase during peak 

hours) in number of seats for applicable days/months by RISL. Suppose the CCO deploy a 

seat for 6 hours for two weeks( 84 hours) to handle peak hours calls. RISL shall pay the 

cost incured for per seat for 7days (84 hours /12 hours per day). 

4.1.1.2. Technical Infrastructure 

The scope of work of the CCO under establishment of IT infrastructure will include the following 

key activities: 

A) Procurement and Installation of IT infrastructure 

A.1. The CCO will procure or use existing client site infrastructure as per scope of work 

defined in the RFP. The procurement and setup of IT infrastructure (hardware and 

related software) as per Bill of Material given in Annexure 3 shall be at the State Data 

Centre. The detailed functional requirements of these applications and non-functional 

requirements are available in Annexure 5 of this RFP.The key features of this setup shall 

be: 

The servers and server side infrastructure of the CCC will be co-located at the State 

Data Centre and shall thus be able to leverage common facilities in SDC like Facility 



Management, Power backup etc. The list of co-located services which the SDC shall 

provide to CCO are available at Annexure 4 

The CCO shall connect the data centre with the CCC through optical fibre. 

It will be CCO’s responsibility to procure (as per Annexure 3) and deploy the 

hardware at RSDC. Appropriate manpower should be made available by CCO for the 

configuration and maintenance of the CRM/IVRS/CTI/Recording Solution. CCO shall 

be responsible for the uptime between SDC and agent area, measured against SLA. 

RSDC shall only provide FMS and O&M for the backup and recovery, vendor 

management for the hardware maintenance, OS configuartion, patch mangement for 

the OS and database in consultation with CCO. 

It will be the CCO’s responsibility to provide connectivity between the State Data 

Centre and the area allocated to CCO by RISL for CCO operations 

The CCO shall follow the standard DR policies of Rajasthan State Data Centre. DR 

policies shall be shared with the selected CCO. 

The IT infrastructure at State Data Centre will be transferred to RISL upon go-live 

and the CCO will be reimbursed as per payment terms specified in Para 6.35. 

B) Customization and integration of applications 

B.1. As part of the establishment of the CCC, the CCO will be customize and integrate the 

various applications procured for CCC as per the requirements of RISL. These 

applications will include: 

Interactive Voice Response System 

Automatic Call Distribution 

Customer Relationship Management Application 

Computer Telephony Integration 

Recording Solution 

B.2. Suitable reporting software should be available, as part of the above mentioned 

applications, to generate standard report formats to measure/ verify various SLAs, for 

monitoring the performance of agents, IVRS, ACD etc. CCO has to provide a portal for 

sharing reports so that the designated officers of Purchaser are able to generate reports at 

Purchaser’s end. The key characteristics of the reports shall include: 

The reports should be in flexible report formats, in xls, txt or any other user-friendly 

structure including graphics depending on the request of the Purchaser from time 

to time 

Reports should also be available in web-enabled format & should be configurable to 

be mailed to a defined mailing list at defined interval/ period 



C) Content and SOP preparation: The CCO will be required to prepare detailed Standard 

Operating Procedures and content & scripts for at least 2 information and 2 grievance services 

for UAT and testing purposes before go-live. 

D) Assistance in User Acceptance Testing of the complete solution and incorporation of 

feedback/ bugs: The primary goal of Acceptance Testing and Certification is to ensure that the 

Project (including all the project components as discussed in the scope of work) meets 

requirements, standards, specifications and performance. As part of the acceptance testing 

and certification, the CCO will be responsible for: 

Preparation and submission of detailed FAT/UAT plans/ formats 

Prepare various use cases and scenarios 

Perform hardware and software testing of various components/ modules as per the scope 

of work and functional requirements specified by RISL 

Assist RISL in carrying out user acceptance of the solution 

Provide system test cases with results 

Providing appropriate bug reporting and tracking tool 

Rectifying hardware and software issues/bugs reported during testing upto the 

satisfaction of RISL 

Final approval/ user acceptance of the system will be given by RISL after successful 

implementation and testing 

E) Facilitate Security Audit of the system and incorporation of feedback/ bugs: Post UAT and 

incorporation of its feedback, the CCO will have to get the entire integrated solution for CCC 

security audited by GoI empanelled agency and approved by RISL. The CCO will also be 

responsible for addressing the bugs received in the security audit. The cost towards 

conducting this security audit should have to be borne by the CCO. 

F) Go-Live: Go-Live refers the commissioning of the CCC and shall be accomplished when all 

activities mentioned under Para 4.1.1.2 (A) to 4.1.1.2 (E), including: 

Hiring, training and floor-readiness of 20 agents including project manager and support 

staff (as per Para 4.1.2.8 and Para 4.1.2.9) 

Preparation and validation of content and scripts for at least 16 services spread across 4 

departments (as per Para 4.1.1.2 (C)) 

Setting up (Installation, Testing and Commissioning) of SDC hardware and software 

infrastructure 

UAT (using the toll number procured for the CCC) completion and incorporation of all 

feedback received during the UAT (as per para 4.1.1.2 (D)) 



4.1.2. CCC Operations and Management Phase 

4.1.2.1 Period of Operations and Management Phase 

Post commissioning, the CCC shall enter the operations and management phase which the CCO 

shall have to run as per details given hereunder for two years from go-live. The contract will be 

extendable on a year-to-year basis solely at the discretion of the Purchaser on same terms and 

conditions upto maximum extension of three years beyond the current envisaged two years and as 

per Para 6.37 (Change Requests/ Management and Contract Amendments) of this RFP. In case of 

any extension to the CCO beyond two years after go-live, the per seat cost may be increased by 8% 

on an annual basis on the previous per seat cost 

4.1.2.2 Window of operations 

The operating window for CCC shall be from 8 am to 8 pm, 7 days a week and the CCO should 

maintain the number of agents requested by the purchaser throughout the window of operations. 

CCC shall not be operational on National holidays. 

4.1.2.3 Language Capabilities 

CCC should support English and Hindi language to enable access to a greater section of 

the populace. 

For contacts made via telephone, an IVRS prompt shall provide language options to the 

caller to facilitate language selection. The CCO shall ensure that adequate number of 

agents trained in local language are available for providing services. 

Any online interface provided by the CCO should also support bi-lingual (English and 

Hindi) capabilities for both display and input. Outbound emails to customers shall be in 

the language of communication recieved from the customer. In case language of 

communication is not known, Hindi will be the default language. All types of 

SMS(inbound and outbound) shall be supported in Hindi and English langauages. 

4.1.2.4 Content Management 

Content creation and management is the backbone of any contact centre. The CCO will create, 

maintain, update and validate the scripts from the data for the purposes of facilitating the same to 

its agents. These scripts shall be considered for real-time citizen interaction usage only after 

approval from the respective state departments. 

Content Management shall entail the following activities on the part of CCO: 

a. Content Creation: Content creation refers to the conversion and transformation of the 

identified information and data in pre-defined formats. Once the data transfer is 

completed from the Department’s end, this data shall be processed at CCC level for 

conversion in pre-defined formats, usually in script form, which shall be utilized by CCC 



Agents during service delivery to citizens. During data processing, it shall be ensured by 

CCO that sanctity of data is maintained and no change in data content is done. 

b. Content Update and Modification: CCO must ensure periodic update of content. Any 

update intimated by the Participating Department or Purchaser must be incorporated 

within 2 days of such intimation. 

CCO must also ensure preparation of FAQs on the basis of frequent service requests 

experienced at CCC; the same shall be incorporated in the content every 15 days. 

c. Content Validation: CCO must ensure validation and formal vetting of scripts (including 

FAQs) generated and updated on the basis of content received from the participating 

departments before its use for real-time citizen interaction. The manner and frequency of 

validation shall be decided during discussions between the State and CCO. CCO shall 

submit the script / content related to the services to the owner/ participating department 

with the help of RISL and take formal approval either through email / written 

communication. RISL shall facilitate and help CCO in seeking timely approval from the 

participating department. 

4.1.2.5 Call Management 

CCC will be accessible by the customers on the designated number and email address. The calls 

initiated from any phone number/ operator to the designated number shall land in the CCC of the 

State. An indicative call flow is provided at Annexure 6 of the RFP document. 

The CCO will be required to prepare the Standard operating procedures (SOP) for various call 

types received through various channels and for each service to be delivered from the CCC. The 

list of standard operating procedures to be prepared includes, but not limited to, the following: 

SOP for handling voice, SMS and eMail channels for both information and grievance 

requests 

SOP for call closure including follow-up with departments 

SOP, scripts and escalation matrix for each service to delivered through CCC 

4.1.2.6 System Maintenance post Go-Live 

The CCO shall be responsible for CCC solution and infrastructure maintenance during the 

operations and maintenance phase which shall include: 

Annual Technical Support Services including application patch, updates and deployment 

Application Customization (incl IVR Tree expansion) 

Maintenance of IT Infrastructure and support systems 

Helpdesk Management 

Preventive Maintenance Services 

Corrective Maintenance Services 

Configuration Maintenance Services 



 

 

 

 

Network Management Services 

Vendor Management Services 

Asset Management Services 

Overall responsibility for smooth operations of the complete CCC ecosystem 

4.1.2.7 Monitoring 

A facility should be available for Purchaser’s monitoring team, external & internal auditors 

to periodically inspect the functioning of Call Center. The monitoring team should be able 

to access all sub-systems/ servers), records, security measures including data & software 

back-ups, firewalls, anti-virus software updates etc. 

For monitoring, audit and quality assurance purposes, 100% call recording should be done 

and such recordings should be stored for a minimum period of 180 days from the date of 

recording. CCO shall provide the recorded log to the Purchaser every half-yearly via 

compatible medium. 

Additionally, CCO should provide facility to remotely monitor performance on all SLAs/ 

KPIs and also of all the applications provided by the system i.e. real- time ACD statistics, 

calls in queue, number of agents logged in, number of agents abandoned answered calls, 

query of the call logs of a particular customer etc. by designated Call Center Coordinator or 

Call Center in-charge 

CCO should generate and submit to RISL periodic MIS and SLA reports as per the format 

and frequency decided by RISL 

4.1.2.8 Manpower Requirements 

a) The CCO will be responsible for providing manpower for the number of seats specified in 

Para 4.1.1.1 (d). The CCO should provision for staff (incl buffer staff, if any) in such a way that 

the SLAs specified are maintained. 

b) The CCO will have to ensure availability of below mentioend staff on a full time basis at 

Jaipur in the CCC: 

i. The CCO shall provide 1 project manager for first 50 seats. For any additional 

requiremnent beyond 50 seats, the CCO will provide an additional project 

manager. 

ii. The CCO shall provide agents as specified in para 4.1.2.8 above 

iii. The CCO shall provide 1 content manager for every 10 seats. Therefore, for after 29 

seats, there will be 2 content manager but for 30 seats there will be 3 content 

managers. 

iv. Based on need, requirement for software developers may arise for customization 

and/ or integration requirements at CCC. The CCO will provide software 



developers as per the UIDAI empanelment for Software Solution Providers (Tier 

III). 

v. The educational qualifications and experience requirements for the project 

manager, agents, content manager and software developer are available in 

Annexure 7. 

vi. While the CCO will be paid on the basis of seats specified in para 4.1.1.1 (d), it shall 

also have to ensure the additional staff such as team leads, trainers, quality team 

etc from time to time in order to effectively run the CCC operations within the 

prescribed SLAs. 

c) The CCO will be liable to adhere to all the labour laws and any other laws as may be 

applicable. Any violation in this regard will empower RISL to terminate the contract. There 

will not be any employer-employee relationship between Purchaser and staff of CCO. As 

such, the CCO’s personnel, employees, agents, etc, should have no authority or right to bind 

Purchaser in any manner. It is also clarified that the personnel employed by the CCO will be 

exclusively the employees of the CCO, will be supervised directly and controlled by the CCO 

or its representative, shall be governed by terms of the CCO’s employment and should have 

no relationship with Purchaser. The CCO shall be responsible and liable in the event of any 

adverse claims of whatsoever nature made on Purchaser by the employees of the CCO. 

d) If it is observed by Purchaser that an Agent/ Team Leader has misbehaved with a caller on 

telephone, or if complaint is received against any of the Agent/ Team Leader or if his/ her 

performance is found to be lacking in the opinion of Purchaser, Purchaser may instruct the 

CCO to remove such person from the Purchaser's Call Center. 

4.1.2.9 Training 

a) CCO should make arrangements for imparting proper training in soft skills, language skills, 

call handling via different channels, training on CRM terminals, content based training etc. 

so as to prepare the agents to answer different types of queries, and on other appropriate 

aspects of contact centre services. The salient featutres of the training program for the agents 

is provided at Annexure 7 of this document. 

b) CCO shall ensure that all the agents are put on live customer interactions only after providing 

them 30 days of successful training. All training costs are CCO’s responsibility. 

c) The purchaser has the right to attend any training session and/or conduct a training test for 

agent/s 



4.2 Out of Scope activities for CCO 

The following activities have not been included in the scope of the CCO currently. However, based 

on future requirements, the CCO may be asked to undertake one or more of the following 

activities: 

 

 

 

Integration of the existing departmental applications with CCC 

Customization to the IT infrastructure (as mentioned under Para 4.1.1.2) resulting from/ 

necessitated by integration with departmental applications 

Any other related activity which is not a part of scope of work above 

The scope of work under this section shall be awarded to the CCO as per Section 6.37 Change 

Request/Management. 

4.3 Other Stakeholders’ Responsibilities 

The ability of the CCO to accomplish its scope of work, as specified above, depends on multiple 

factors including external stakeholders like RISL fulfilling their responsibilities/ obligations 

towards the project. These stakeholders and their responsibilities are mentioned below: 

a) RajCOMP Info Services Limited (RISL): RISL shall be the state designated agency for 

implementation and maintenance of Citizen Contact Centre in Rajasthan. The primary 

responsibilities of RISL shall include but not limited to: 

Finalization and formalization of agreement and contract with the selected CCO 

Allocation of space for CCO operations at Yojana Bhawan, Jaipur premises 

Provide Electricity connection free of cost to the CCO 

Facilitate necessary approvals for setting up of CCC operations in the space allocated to 

the CCO 

RISL shall bear the cost of the providing support (FMS and O&M) for the backup and 

recovery of the contact centre application. 

Ensure facilitation, support and coordination for CCC integration with NeGP 

infrastructure projects including SDC, SWAN, CSC, State Portal, etc 

Coordinate and facilitate interactions between the project stakeholders including CCO, 

State Government Departments and State PMU for CCC implementation 

Facilitate administrative readiness and e-readiness of the State Government 

including participating Departments 

Facilitate necessary MoU / agreements with State Line Departments/CCO(as 

applicable)for defining service levels for identified services, overseeing service level 

adherence, implementation and sustainability of the project and subsequent state 

wide rollout 



Approval of toll-free number, the provider and the rate plan 

Identification of departments and services to be included in CCC along with the 

service roll out plan 

Coordinate with participating departments and oversee the process changes which 

would be required from departments’ end for enabling the service delivery through CCC 

Project Management, Monitoring and Evaluation as per SLAs defined in the contract / 

agreement with CCO 

Periodic review of the project progress, identification of risks and guidance on risk 

mitigation including preparation of monthly status reports and quarterly review of CCC 

performance against the benchmarked SLAs 

Coordination with multiple stakeholders for resolution of issues and challenges 

identified during the project implementation phase and post implementation phase 

RISL shall also ensure necessary facilitation for content generation / creation / update 

of records for undertaken services and authentication of the same by the participating 

departments. Post conversion, this shall be authenticated and validated by the 

participating departments and service owners for all the CCC services. 

Administration rights of the procured IT infrastructure by bidder and hosted at SDC, 

shall be vested by RISL. 

Provide email access to the agents 

b) Participating State Department 

Participating departments shall be identified at the State level under the supervision of RISL. 

Once the departments agree and accept to participate in the CCC, these departments shall ensure 

the following: 

Appointment of Nodal Officer for the department as SPOC (Single Point of Contact) for 

CCC coordination with other CCC stakeholders 

Identification and finalization of services to be delivered through CCC in conjunction 

with RISL 

Ensure the required support for enabling the identified service to be launched through 

CCC. This shall include the following steps: 

Content Creation 

Content Validation – State Department shall be responsible for validating all 

the data related to its services including the agent scripts 

Periodic/ need based Data Update & Modification 

State Department shall be responsible for updating the data regularly, deleting 

or removing irrelevant data and adding new data 

Sharing of information updates (as applicable for transactional services) 



 

Information dissemination: Promote usage of CCC through its own media, 

channels, campaigns 

Processing of citizen service requests routed through CCC in a time bound manner 

c) RSDC(Rajasthan State Data Centre) 

RSDC is the State data centre which will host the hardware and software infrastructure at its 

place. It plays a key role in implementation of the contact centre in the state, with following 

responsibilities:- 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

All services, applications and infrastructure to provide efficient delivery of G2C services 

will be consolidated on RSDC. 

The bidder shall be provided with the hardware infrastructure for enabling the various 

IT components of CCC. The list of infrastructure to be provide by RSDC has been 

attached as Annexure4 of this RFP. 

RSDC shall be responsible to manage all shared servers and infrastructure to be used 

for deployment of contact centre IT infrastructure 

RSDC shall provide infrastructure such as firewall service, directory service, 

management and data storage services, SMS and payment gateway which could be a 

shared infrastructure to all the applications /departments in the RSDC. 

Some of the key functionalities of RSDC are Central Data Repository of the State, 

Secure Data Storage, Disaster Recovery, Remote Management and Service Integration. 

The RSDC shall provide existing EMS server and tools for the SLA management, in 

respect to monitor application downtime and application performance. 

The RSDC shall provide with existing IT help desk server and tools for help desk 

monitoring. 

RSDC shall provide necessary server licenses like operating system for (servers), 

antivirus (servers), backup software licence etc. 

RSDC shall provide required physical and remote access to bidder for monitoring the 

contact centre applications at RSDC. 

RSDC shall share the required non-IT infrastructure (e.g. Electricity, power backup 

etc.) as per service level. 

RSDC shall provide SAN Storage, high speed (Fibre Channel) 

RSDC shall provide all SAN related infrastructure (e.g. SAN switch) for sharing to the 

successful bidder. 

RSDC shall provide SAN SATA and Tap library usable for archived data storage. 

RSDC shall provide required number of Internal and external IP at data centre for the 

contact centre applications. 

RSDC shall share the server/architecture only if required, with the selected CCO. 



4.4 Project Milestones & Time Schedule 

It is envisaged that the CCC go-live shall be accomplished by the CCO within 16 weeks from the 

date of issuance of work order to the CCO and shall include delivery of following: 

S. 

No 

. 

1. CCC Go-Live 

Milestone Scope Of Work Deliverables 

2. Operations & 

Maintenance 

Phase 

Site Preparation Plan (with layout 

4.1.1.1 (A, B & D) blueprint) 

Site Completion Report (Completion of 

civil and interior work and other non-IT 

infrastructure) and team deployment 

4.1.1.1 (C) Toll free number selection and plan 

finalization 

4.1.1.2 (A &B) Solution deployment, Integration and 

customization report 

4.1.1.2 (C) Content Development and SOP 

Preparation 

4.1.1.2 (D) User Acceptance Testing 

4.1.1.2 (E) Security Audit 

4.1.1.2 (F) Go-Live Certificate 

4.1.2 SLA reports 

MIS reports 



5. INSTRUCTIONS TO BIDDER (ITB) & BIDDING PROCESS 

5.1 Sale of Tender/ Bidding Document 

The complete bidding document shall be available on the websites for the period as specified in 

the NIT. The prospective bidders are permitted to download the bidding document from any of 

the specified websites but must pay the cost of tender/ bidding document while submitting the 

ebids. 

5.2 Clarifications to the Bidding/ Bid Document 

a) If the prospective bidder has any doubts as to the meaning of any portion of the bidding 

document, then he is allowed to refer the same to the tendering authority and get 

clarifications. He may do so by contacting the tendering authority in writing at the tendering 

authority’s address indicated in the NIT. 

b) The Tendering authority/ Procurement Committee will respond, either in writing or will 

upload the details on the websites mentioned in the NIT, to any request for clarification, 

provided that such request is received no later than 8 Days after the Pre-bid Meeting. All 

the prospective bidders must submit the prescribed Tender Fee before submitting any such 

requests to the Tendering authority. 

c) The Tendering authority shall forward copies of its response to all Bidders who have 

purchased the Bidding Document directly from it and shall also place it on the eProc 

website, including a description of the inquiry but without identifying its source. 

d) Should the Tendering authority deem it necessary to amend the Bidding Document as a 

result of a clarification or otherwise, it shall do so by issuing a revised bidding document 

and/ or Addendum/ Corrigendum. If need be, the deadline for submission of Bids may also 

be extended in order to give reasonable time to the prospective \Bidders to take into account 

the amendment. 

e) Post-bid clarifications, if any, will be sought only once. Hence, bidders are advised to 

prepare and submit the bid accordingly and ensure that all the required documents are in 

place. Also, clarifications shall be sought only for the bid/ documents submitted and no new 

documents shall be accepted. 

5.3 Pre-bid Conference/ Meeting 

a) The bidder or its official representative (not more than two representatives per bidder) is 

invited to attend the pre-bid meeting as per the details specified in NIT. The objective of this 

meeting is to address the generic queries of the prospective bidders related to the Project/ 

bidding document. 



b) Only the bidders/ firms, who have purchased the bidding document from the office of the 

RISL or have deposited the prescribed tender fee, are allowed to attend the pre-bid 

conference/ meeting and submit their pre-bid queries in the specified format as per 

Annexure-8. Bidders having purchased the bidding document are welcome to attend the 

pre-bid meeting, even if they do not have any specific queries. Tendering authority shall 

respond to the queries of only those bidders who have purchased the bidding document till 

the day of pre-bid meeting or within 8 days after the Pre-bid meeting. 

c) As a result of discussions in the pre-bid conference, if modifications in the bidding 

document, specifications of services and/ or goods are considered necessary, they may be 

done by issuing an addendum/ corrigendum and its copies shall be sent through Email/ post 

to all the bidders having purchased the bidding document. The corrigendum/ addendum 

and the Final bidding document will be placed on the websites as specified in the NIT. 

d) The tendering authority reserves the right not to respond to any/ all queries raised or 

clarifications sought if, in their opinion and at their sole discretion, they consider that it 

shall be inappropriate to do so or do not find any merit in it. 

5.4 Amendment of Bidding Document 

a) At any time prior to the deadline for submission of the Bids, the tendering authority may 

amend the Bidding document by issuing Corrigendum/ Addendum. 

b) Any Corrigendum/ Addendum issued shall be a part of the Bidding document and shall be 

communicated to all, either in writing or by uploading the details on the websites mentioned 

in the NIT, who have purchased the Bidding document and on the websites specified in NIT. 

c) To give prospective Bidders reasonable time in which to take a Corrigendum/ Addendum 

into account in preparing their Bids, the tendering authority may, at its discretion, extend 

the deadline for the submission of the Bids. 

d) Any change in date of submission and opening of bids shall be published in appropriate 

manner including the websites mentioned in the NIT. 



5.5 Documents comprising the Bid 

a) A two stage-Two envelope/ cover system shall be followed for the eBid – 

• Technical bid (including the eligibility & technical documents) 

• Commercial bid 

b) Technical bid shall include the following documents: - 

S. No. Documents Type Document Format 

1 Covering Letter – Technical Bid On bidder’s letter head duly signed by 

authorized signatory 

Fee Details 

2 Tender Fee Scanned copy of Fee Receipt 

3 RISL Processing Fee Scanned copy of Fee Receipt 

4 EMD Scanned copy of DD/ Banker’s Cheque/ 

Bank Guarantee 

Eligibility Documents 

5 Tender Form As per Annexure-9 

6 Bidder’s Authorisation Certificate As per Annexure-10 

7 Self-Declaration – No Blacklisting As per Annexure- 11 

8 All the documents mentioned in the 

“Eligibility Criteria”, in support of the 

As per the format mentioned against the 

respective eligibility criteria clause 

eligibility 

Technical Documents 

9 Certificate of conformity/ no deviation As per Annexure- 12 

10 Manufacturer's Authorization form 

(MAF) 

Following items are required for 

Manufacturer's Authorization and are 

also covered under Annexure 3: 

I) Hardware:- 

a) ACD- IVRS- Recording server 

b) CTI Integration server 

II) Software:- 

a) CRM 

b) CTI 

c) ACD 

d) Recording solution 

As per Annexure 13 



e) IVRS solution 

f) Back Up-Storage manager 

g) EMS-Client for Server 

h) Antivirus- Client for Server 

11 Undertaking of Authenticity of As per Annexure 14 

Computer(Equipments) 

12 Components Offered As per Annexure 15 

13 Requirements Compliance Sheet As per Annexure 19 

c) Commercial bid shall include the following documents: - 

S. No. Documents Type Document Format 

1 Covering Letter – Financial Bid On bidder’s letter head duly signed 

by authorized signatory 

2 Price Bid As per BoQ (.XLS) on eProc 

website 

The bidder should ensure that all the required documents, as mentioned in this bidding 

document, are submitted along with the bid and in the prescribed format only. Non-submission 

of the required documents or submission of the documents in a different format/ contents may 

lead to the rejections of the bid proposal submitted by the bidder. 

Post-bid clarifications, if any, will be sought only once. Hence, bidders are advised to prepare 

and submit the bid accordingly and ensure that all the required documents are in place. Also, 

clarifications shall be sought only for the bid/ documents submitted and no new documents 

shall be accepted. 

5.6 Cost of Bidding 

The Bidder shall bear all costs associated with the preparation and submission of its eBid, and 

the tendering authority shall not be responsible or liable for those costs, regardless of the 

conduct or outcome of the bidding process. 

5.7 Language of Bids 

The eBid, as well as all correspondence and documents relating to the Bid exchanged by the 

Bidder and the tendering authority, shall be written only in English Language. Supporting 

documents and printed literature that are part of the Bid may be in another language provided 

they are accompanied by an accurate translation of the relevant passages in English/ Hindi 

language, in which case, for purposes of interpretation of the Bid, such translation shall govern. 



5.8 Bid Prices 

a) Prices quoted in the bid must be firm and final and shall not be subject to any 

modifications, on any account whatsoever. The price quoted shall include all costs and all 

taxes and duties applicable to the bidder as per law of the Central/ State Government/ 

Local Authorities, unless specifically asked for separately or excluded. Revision in taxes/ 

duties including VAT and Service Tax shall be on account of the tendering authority if they 

have been asked for separately in the financial bid and are not taken into account for the 

purpose of comparison of bids. If, however, they have not been asked for separately, any 

benefit or additional cost will be on account of the bidder. 

b) All the prices should be quoted only in Indian Rupees (INR) Currency. 

c) Prices/ Rates shall be written both in figures and words, as applicable. 

d) All rates quoted must be FOR destination/ site where the IT/ Computer systems and allied 

items are to be installed, and should include all incidental charges except Central/ 

Rajasthan VAT, which should be shown separately in the Financial/ Commercial bid 

format only. In case of local supplies the rates should include all taxes, etc., and RISL will 

not pay any cartage or transportation charges. 

e) All the required items must be listed and priced separately in the financial bid. If a 

financial bid shows items listed but not priced, their prices shall be assumed to be included 

in the prices of other items. Items not listed in the financial bid shall be assumed not to be 

included in the bid, and provided that the bid is substantially responsive, the 

corresponding adjustment shall be applied in accordance with the provisions of bidding 

document. 

f) The price to be quoted in the financial bid shall be the total price of the bid. Discount, if 

any, should be included in the quoted price. 

g) The disaggregation of price components is required solely for the purpose of facilitating 

the comparison of bids by the tendering authority. This shall not in any way limit the 

tendering authority’s right to contract on any of the terms offered: - 

• For Goods offered from within/ outside the country 

• For Related Services whenever such Related Services are specified in the bidding 

document. 

5.9 Period of Validity of Bids 

a) Bids shall remain valid for the period of 180 days, as specified in NIT, after the bid 

submission deadline date prescribed by the tendering authority. A bid valid for a shorter 

period shall be rejected by the tendering authority as nonresponsive bid. 



b) In exceptional circumstances, prior to the expiration of the bid validity period, the 

tendering authority may request bidders to extend the period of validity of their Bids. The 

EMD shall also be extended for a corresponding period. A bidder may refuse the request 

without forfeiting its bid security i.e. EMD. A bidder granting the request shall not be 

required or permitted to modify its bid. The request and the responses shall be made in 

writing. 

5.10 Earnest Money Deposit (EMD) 

a) Every bidder, if not exempted, participating in the bidding process must furnish the 

required EMD as specified in the Notice Inviting Tender (NIT). 

b) Government of Rajasthan and Union Government undertakings, corporations, companies; 

autonomous bodies managed or controlled by Government are not required to submit the 

EMD. Receipt of EMD or Registration certificate or Certificate that the bidder is a 

Government undertaking/ Corporation/ Company/ autonomous body as mentioned above 

shall necessarily accompany the sealed bid without which the bid shall be rejected 

forthwith. 

c) For the S.S.I. units of Rajasthan, a 75% discount shall be given in EMD, i.e., they will have 

to pay only 25% of the prescribed EMD. Similarly, Performance Security Deposit shall be 

@ 1% of the total agreed/ ordered project cost. They will have to furnish original or 

certified copy of the registration of SSI unit issued by the Director of Industries in respect 

of stores for which they are registered. 

d) EMD of a bidder lying with RISL in respect of other bids awaiting decision will not be 

adjusted towards EMD for the fresh bids. The EMD originally deposited may, however, be 

taken into consideration in case bids are re-invited. 

e) Form of EMD: The EMD may be deposited in the form of a banker’s cheque or demand 

draft or bank guarantee (only if it exceeds Rs. 10 Lacs) in favour of “Managing Director, 

RajCOMP Info Services Limited” payable at “Jaipur”. The bidder will submit bank 

guarantee in the prescribed format at Annexure 17. The EMD shall be valid for the period 

of Bid Validity as mentioned in the NIT. The same shall be payable at par at “Jaipur”. 

f) Refund of EMD: The EMD of unsuccessful bidders shall be refunded soon after final 

acceptance of bid and award of contract. In case of best/ successful bidder, the EMD, if 

feasible, may also be adjusted in arriving at the amount of the PSD. 

g) Forfeiture of EMD: The EMD taken from the bidder shall be forfeited in the following 

cases:- 

• When the bidder withdraws or modifies his bid proposal after opening of bids. 

• When the bidder does not execute the agreement after placement of order within the 

specified time. 



• When the bidder fails to commence the supply of the goods and service as per 

purchase / work order within the time prescribed. 

• When the bidder does not deposit the security money after the purchase/ work order 

is placed. 

• To adjust any dues against the firm from any other contract with RISL. 

5.11 Deadline for the submission of Bids 

a) Bids must be submitted by the bidders online at eProc website as indicated in the NIT of 

subsequent Corrigendum, if any. 

b) Normally, the date of submission and opening of bids shall not be extended. However, in 

exceptional circumstances or when the bidding document is required to be substantially 

modified as a result of discussions in pre-bid conference and the time with the 

prospective bidders for preparation of bids appears insufficient, the date may be extended 

by Managing Director, RISL and due publicity to such change in date of submission of 

bids shall be given. In such cases, it shall be ensured that after issue of corrigendum, 

reasonable time is available to the bidders to prepare and submit their bids. Any change 

in date of submission and opening of bids shall also be placed on the respective websites 

immediately. However, if the modifications in bidding document, specifications of goods 

and service are substantial, fresh publication of original bid inquiry may also be issued. 

c) The tendering authority may, at its discretion, extend the deadline for the submission of 

bids by amending the bidding document, in which case all rights and obligations of the 

tendering authority and bidders previously subject to the deadline shall thereafter would 

be subject to the deadline as extended. 

5.12 Format and Signing of Bid 

a) The bid forms/templates/annexure etc., wherever applicable, shall be typed or written in 

indelible ink and shall be signed (all the pages) by a person duly authorized to sign, in 

token of acceptance of all the terms and conditions of the bidding document. This 

authorization shall consist of a written letter of Authorization from the authorised person, 

accompanied with a board resolution, in case of a company/power of attorney as per 

Annexure-10. 

b) Any amendments such as interlineations, erasures, or overwriting shall be valid only if 

they are signed or initialled by the authorized person signing the bid. 

c) The bid, duly signed (digitally) by authorised signatory, should be uploaded on the 

eproc portal in respective file/ format. 

d) Bidders must submit their bids online at eproc portal. Bids received by another other 

means shall not be accepted. 



e) If bids are not submitted as per the details mentioned in this bidding document and 

eProc website, the tendering authority shall reject the bid. 

5.13 Withdrawal and Re-submission (Substitution) of Bids 

a) If permitted by the tendering authority, a Bidder may withdraw its bid or re-submit its 

bid (technical and/ or financial cover) as per the instructions/ procedure mentioned at 

eProc website under the section “Bidder’s Manual Kit”. 

b) Bids withdrawn shall not be opened and processed further. 

5.14 Bid Opening/ Opening of Tenders 

a) The designated Procurement Committee will perform the bid opening, which is a critical 

event in the bidding process. 

b) The tendering authority shall conduct the bid opening at the address, date and time 

specified in the NIT. 

c) All the bids received up to the specified time and date in response to all the bid inquiries 

shall be opened by the members of the designated Procurement Committee at the 

specified place, date and time in the presence of bidders or their authorized 

representatives who may choose to be present. Alternatively, the bidders may also view 

the bid opening status/ process online at eProc website. 

d) All the documents comprising of technical bid/ cover shall be opened & downloaded from 

the eProc website (only for the bidder’s who have submitted the prescribed fee(s) to 

RISL). 

e) All the technical bid covers, except the Commercial/ Financial cover, shall be opened one 

at a time, and the following read out and recorded: the name of the bidder; the presence 

of the RISL processing fee, tender fee, EMD and any other details as the tendering 

authority may consider appropriate. 

f) The Tendering authority shall prepare a record of the bid opening that shall include, at a 

minimum: the name of the bidder and the presence or absence of processing fee, Tender 

fee, and EMD. The bidder’s representatives who are present shall be required to sign the 

attendance sheet. 

g) The Commercial/ Financial cover shall be kept unopened and shall be opened later on the 

date and time intimated to the bidders who qualify in the evaluation of technical bids. 

5.15 Selection method 

The selection method is least cost based (L1). The eligible bidders whose bids are determined to 

be substantially responsive shall be considered to be qualified in the technical evaluation, unless 



disqualified, and shall be informed in either in writing or upload the details in eProc portal and 

RISL website about the date, time and place of opening of their financial bids. 

5.16 Guiding Principles for Evaluation of Bids 

a) The tendering authority shall strictly apply only and all of the evaluation and qualification 

criteria specified in the bidding document. 

b) The determination shall be based upon an examination of the documentary evidence of 

the bidder’s qualifications and proposed solution submitted by the bidder. 

c) A bidder shall be considered to be eligible if it meets the eligibility criteria as mentioned 

in the RFP. 

d) A responsive bid shall be the one that meets the requirements of the bidding document 

including the technical evaluation criteria, if any, without material deviation, reservation, 

or omission where: - 

(i) “Deviation” is a departure from the requirements specified in the bidding 

document; 

(ii) “Reservation” is the setting of limiting conditions or withholding from complete 

acceptance of the requirements specified in the bidding document; and 

(iii) “Omission” is the failure to submit part or all of the information or documentation 

required in the bidding document. 

e) A material deviation, reservation, or omission is one that, if accepted, shall: - 

(i) Affect in any substantial way the scope, quality, or performance of the Goods and 

Related Services specified in the bidding document; or 

(ii) limits in any substantial way, inconsistent with the bidding document, the tendering 

authority’s rights or the bidder’s obligations under the proposed Contract; or 

(iii) If rectified, shall unfairly affect the competitive position of other bidders presenting 

responsive bids. 

f) Provided that a bid is substantially responsive, the tendering authority - 

(i) May waive any nonconformity in the bid that does not constitute a material 

deviation, reservation or omission. 

(ii) May request that the bidder submit the necessary information or documentation, 

within a reasonable period of time, to rectify nonmaterial nonconformities or 

omissions in the bid related to documentation requirements. Requesting 

information or documentation on such nonconformities shall not be related to any 

aspect of the price of the bid. Failure of the bidder to comply with the request may 

result in the rejection of its bid. 

(iii) Shall rectify nonmaterial nonconformities or omissions. To this effect, the bid price 

shall be adjusted, for comparison purposes only, to reflect the price of the missing 



or non-conforming item or component. The adjustment shall be made using the 

method indicated in pre-qualification and Evaluation Criteria of this bidding 

document. 

5.17 Evaluation of Technical Bids 

a) The technical evaluation shall be completed by the designated Procurement Committee as 

early as possible after opening of technical bids. It shall examine the technical bid 

including the eligibility documents. 

b) Technical evaluation: Bids of organizations which are eligible as per Section 3 of this RFP 

will be considered for the technical evaluation. Technical evaluation will consist of 

examination of EMD, tender fee, RISL processing fees and technical documents 

mentioned at Para 5.5 of section Instructions to Bidder(ITB) & Bidding process 

c) The firms which could not qualify in technical evaluation will be informed about this fact. 

Their financial bid will be returned unopened and EMD refunded after completion of the 

bid process i.e. award of the contract to the best/ successful bidder. 

5.18 Evaluation of Financial Bids 

a) The financial bids/ cover of bidders who qualify in technical evaluation shall be opened 

online at the notified time, date and place by the members of the designated Procurement 

Committee in the presence of the bidders or their representatives who choose to be 

present. Alternatively, the bidders may also view the financial bid opening status/ process 

online at eProc website. 

b) The process of opening of financial bids/ covers shall be similar to that of technical bids. 

c) The names of the firms and the rates given by them shall be read out and recorded in 

tender opening register. 

d) To evaluate a bid, the tendering authority shall consider the following: - 

• The bid price as quoted in accordance with bidding document 

• Price adjustment for correction of arithmetic errors in accordance with bidding 

document. 

e) The evaluation shall include all costs and all taxes and duties applicable to the bidder as 

per law of the Central/ State Government/ Local Authorities. 

f) Treatment of CenVAT/ VAT etc. shall, however, be as per Clause “Comparison of Rates of 

firms outside and those in Rajasthan” below. 

5.19 Clarification of Bids 

a) To assist in the examination, evaluation, comparison and post qualification of the bids, 

the tendering authority may, at its discretion, ask any bidder for a clarification of his bid. 



The tendering authority’s request for clarification and the response shall be either in 

writing or by uploading the details on the websites mentioned in the NIT. 

b) Any clarification submitted by a bidder with regard to his bid that is not in response to a 

request by the tendering authority shall not be considered. 

c) No change in the prices or substance of the bid shall be sought, offered, or permitted, 

except to confirm the correction of arithmetic errors discovered by the tendering 

authority in the evaluation of the Commercial/ Financial Bids. 

5.20 Correction of Arithmetic Errors 

Provided that the bid is substantially responsive, the competent Procurement Committee shall 

correct arithmetical errors on the following basis: - 

a) if there is a discrepancy between the unit price and the total price that is obtained by 

multiplying the unit price and quantity, the unit price shall prevail and the total price 

shall be corrected, unless in the opinion of the tendering authority there is an obvious 

misplacement of the decimal point in the unit price, in which case the total price as 

quoted shall govern and the unit price shall be corrected; 

b) if there is an error in a total corresponding to the addition or subtraction of subtotals, the 

subtotals shall prevail and the total shall be corrected; and 

c) if there is a discrepancy between words and figures, the amount in words shall prevail, 

unless the amount expressed in words is related to an arithmetic error, in which case the 

amount in figures shall prevail subject to (i) and (ii) above. 

5.21 Comparison of Rates of firms outside and those in Rajasthan 

While tabulating the bids of those firms which are not entitled to price preference, the element 

of Rajasthan VAT shall be excluded from the rates quoted by the firms of Rajasthan and the 

element of Central VAT shall be included in the rates of firms outside Rajasthan. In such case, 

if the price of any commodity being offered for sale by firms in Rajasthan is the same or lower 

(excluding element of Rajasthan Sales Tax) than the price of firm outside Rajasthan (including 

element of Central Sales Tax), the commodity shall be purchased from the firm in Rajasthan. 

5.22 Margin of Preference/ Price Preference 

No margin of preference/ price preference shall be given to the goods produced or 

manufactured by Industries of Rajasthan over goods produced or manufactured by Industries 

outside Rajasthan. 



5.23 Comparison of bids and determination of the best value bid 

The tendering authority shall compare responsive bids of all eligible bidders to determine the 

best value bid, in accordance with the evaluation criteria given in this RFP. 

5.24 Negotiations 

As a general rule, negotiations after opening of financial bids shall be discouraged. However, 

negotiations may be undertaken in exceptional circumstances, such as: - 

• When ring prices have been quoted. 

• When the quoted rates have wide variations and are much higher than the market rates 

prevailing at the time of opening of bids. 

• Negotiations shall not make original offer of the bidder ineffective. 

a) Negotiations shall be conducted with the best value bidder only and by information given 

in writing with a minimum period of 3 days (in case of a local bidder) and 7 days (in case 

of an outstation bidder) shall be given for response in writing and in sealed cover. In case 

of urgency, the tender sanctioning authority may reduce the notice period for 

negotiations provided the bidder receives the information regarding holding negotiations. 

b) In case the best value bidder does not reduce his rates in response to negotiations or the 

rates so reduced are still considered to be higher, the tender sanctioning PC may decide to 

make a written counter offer to the best value bidder. If the best value bidder does not 

accept the counter offer given by the PC, the PC may recommend rejecting the bid or may 

repeat the process to make the same counter offer to second best value bidder and so on 

to third, fourth best value bidder, etc. till a bidder accepts it. 

5.25 Disqualification 

Tendering authority may at its sole discretion and at any time during the processing of bids, 

disqualify any bidder/ bid from the bid process if the bidder: - 

• Has not submitted the bid in accordance with the bidding document. 

• Has submitted bid without submitting the prescribed Tender Fee, RISL Processing Fee, 

EMD or the Bidder's authorisation certificate/ Power of Attorney. 

• Has imposed conditions in his bid. 

• During validity of the bid or its extended period, if any, increases his quoted prices. 

• Has made misleading or false representations in the forms, statements and attachments 

submitted in proof of the eligibility requirements. 

• Has failed to provide clarifications related thereto, when sought. 

• Has submitted more than one bid. This will cause disqualification of all bids submitted by 

such bidders including forfeiture of the EMD. 



• Is found to canvass, influence or attempt to influence in any manner for the qualification 

or selection process, including without limitation, by offering bribes or other illegal 

gratification. 

5.26 Acceptance of the Tender/ Bid and Notification of Award 

a) Prior to the expiration of the period of bid validity, the tendering authority shall notify the 

successful bidder, in writing, that its bid has been accepted. 

b) The tendering authority shall award the Contract to the bidder whose proposal/ bid has 

been determined to be the best value bid. 

c) Decision on bids shall be taken within original validity period of offers. If the decision on 

acceptance or rejection of a bid cannot be taken within the original bid validity period due 

to unavoidable circumstances, all the bidders shall be requested to extend validity period 

of their bids up to a specified date. 

d) As soon as a bid is accepted by the tendering authority, its written intimation shall be sent 

to the concerned bidder. If the issuance of formal Work Order is likely to take time, a 

Letter of Intent (LOI) may be sent in the meanwhile. In the same intimation the bidder 

may be asked to execute an agreement in prescribed format on a non-judicial stamp of 

prescribed value and deposit the amount of prescribed performance security deposit 

within 15 days from the date of issue of acceptance. 

e) The acceptance of an offer is complete as soon as the letter of communication is posted to 

the correct address of the bidder. 

f) The acceptance of the bid shall also be placed on website of RISL for general information 

to all. 

g) The EMD of the bidders whose bids could not be accepted shall be refunded soon after 

the agreement with the successful bidder is executed and his performance security 

deposit is obtained. Until a formal Contract is prepared and executed, the notification of 

award shall constitute a binding Contract. 

5.27 Confidentiality 

a) Information relating to the examination, evaluation, comparison, and post qualification 

of bids, and recommendation of contract award, shall not be disclosed to bidders or any 

other persons not officially concerned with such process until publication of the Contract 

award. 

b) Any attempt by a bidder to influence the tendering authority or other officials in the 

examination, evaluation, comparison, and post qualification of the bids or Contract award 

decisions may result in the rejection of his bid. 



c) From the time of bid opening to the time of Contract award, if any bidder wishes to 

contact the tendering authority on any matter related to the bidding process, he is 

allowed to do so in writing. 

5.28 Conflict of Interest 

a) RISL considers a conflict of interest to be a situation in which a party has interests that 

could improperly influence that party’s performance of official duties or responsibilities, 

contractual obligations, or compliance with applicable laws and regulations. In pursuance 

of RISL's Procurement Ethics requirement that bidders, suppliers, and contractors under 

contracts, observe the highest standard of ethics, RISL will take appropriate actions 

against the bidder, if it determines that a conflict of interest has flawed the integrity of 

any procurement process. Consequently all bidders found to have a conflict of interest 

shall be disqualified. 

b) A bidder may be considered to be in a conflict of interest if the bidder or any of its 

affiliates participated as a consultant in the preparation of the solicitation 

documents/RFP for the procurement of the goods and services that are the subject matter 

of the bid. 

c) It may be considered to be in a conflict of interest with one or more parties in the bidding 

process:- 

(i) if they have controlling shareholders in common; or 

(ii) it receives or have received any direct or indirect subsidy from any of them; 

or 

(iii) they have the same legal representative for purposes of the Bid; or 

(iv) they have a relationship with each other, directly or through common third 

parties, that puts them in a position to have access to information about or 

influence on the Bid of another Bidder, or influence the decisions of the 

tendering authority regarding this bidding process. 

5.29 Tendering authority’s Right to Accept/ Reject any or all of the Bids 

The tendering authority reserves the right to accept or reject any bid, and to cancel the bidding 

process and reject all bids at any time prior to contract award, without thereby incurring any 

liability to the bidders. 

5.30 Right to Vary Quantities 

a) At the time the Contract is awarded, the quantity of Goods and Related Services originally 

specified in the bidding document may be increased or decreased but without any change in 

the unit prices or other terms and conditions of the bid and the bidding document. 



b) If the work order is placed up to 100% in excess of the quantities mentioned in the bidding 

document, the bidder shall be bound to meet the required supply. 

c) If the tendering authority does not purchase any of the tendered articles or purchases less 

than the quantity indicated in the bidding document, the bidder shall not be entitled to 

claim any compensation. 

5.31 Repeat Orders 

Repeat orders may also be placed with the consent of the supplier/ selected bidder on the rates 

and conditions given in the bidding document. In such a case, the delivery/ completion period 

will also be proportionately increased. 

5.32 Signing of Contract 

Promptly after notification of award, the tendering authority shall send to the successful bidder 

the Contract Agreement including “Special Conditions of Contract”. 

Within fifteen (15) days of receipt of the Letter of Intent/ Work Order from the tendering 

authority, the successful bidder shall sign, date, and return the Contract Agreement to the 

tendering authority. 

5.33 Performance Security Deposit (PSD) 

Within fifteen (15) days of the receipt of notification of award from the tendering authority, the 

successful Bidder shall furnish the Performance Security Deposit (PSD) @ 5% of the total 

agreed/ ordered project value. 

Failure of the successful bidder to submit the aforementioned PSD or sign the Contract 

Agreement shall constitute sufficient grounds for the annulment (cancellation/ termination) of 

the award and forfeiture of the EMD. In that event the tendering authority may award the 

Contract to the next best value bidder whose offer is valid and substantially responsive and is 

determined by the tendering authority to be qualified to perform the Contract satisfactorily. 

5.34 Reservation of Rights 

To take care of unexpected circumstances, RISL reserves the rights for the following: - 

a) Extend the closing date for submission of the bid proposals. 

b) Amend the bidding requirements at any time prior to the closing date, with the 

amendment being notified to prospective bidders and on the respective websites. 

c) Allow a bidder to change its technical proposal if the same opportunity is given to all 

bidders but before the opening of financial bids. 



d) To accept any bid not necessarily the lowest, reject any bid without assigning any reasons 

and accept bid for all or anyone or more of the articles/ services for which bid has been 

invited or distribute items of stores/ services to more than one bidder. 

e) Terminate or abandon the bidding procedure or the entire project whether before or after 

the receipt of bid proposals. 

f) Seek the advice of external consultants to assist RISL in the evaluation or review of 

proposals. 

g) Make enquiries of any person, company or organization to ascertain information 

regarding the bidder and its proposal. 

h) Reproduce for the purposes of the procedure the whole or any portion of the proposal 

despite any copyright or other intellectual property right that may subsist in the proposal. 

5.35 Monitoring of Contract 

a) An officer or a committee of officers named Contract Monitoring Committee (CMC) may 

be nominated by tendering authority to monitor the progress of the contract during its 

delivery period. 

b) During the delivery period the CMC shall keep a watch on the progress of the contract 

and shall ensure that quantity of goods and service delivery is in proportion to the total 

delivery period given, if it is a severable contract, in which the delivery of the goods and 

service is to be obtained continuously or is batched. If the entire quantity of goods and 

service is to be delivered in the form of completed work like fabrication work, the process 

of completion of work may be watched and the selected bidder’s premises where the work 

is being completed may be inspected. 

c) If delay in delivery of goods and service is observed a performance notice shall be given to 

the selected bidder to speed up the delivery. 

d) Any change in the constitution of the firm, etc. shall be notified forth with by the 

contractor in writing to the tendering authority and such change shall not relieve any 

former member of the firm, etc., from any liability under the contract. 

e) No new partner/ partners shall be accepted in the firm by the selected bidder in respect of 

the contract unless he/ they agree to abide by all its terms, conditions and deposits with 

the tendering authority through a written agreement to this effect. The bidder’s receipt 

for acknowledgement or that of any partners subsequently accepted as above shall bind 

all of them and will be sufficient discharge for any of the purpose of the contract. 

f) The selected bidder shall not assign or sub-let his contract or any substantial part thereof 

to any other agency without the permission of tendering authority. 



6. TERMS AND CONDITIONS OF TENDER & CONTRACT 

Definitions 

For the purpose of clarity, the following words and expressions shall have the meanings hereby 

assigned to them: - 

a) “Contract” means the Agreement entered into between the Purchaser and the successful/ 

selected bidder, together with the Contract Documents referred to therein, including all 

attachments, appendices, and all documents incorporated by reference therein. 

b) “Contract Documents” means the documents listed in the Agreement, including any 

amendments thereto. 

c) “Contract Price” means the price payable to the successful/ selected bidder as specified in 

the Agreement, subject to such additions and adjustments thereto or deductions there 

from, as may be made pursuant to the Contract. 

d) “Day” means a calendar day. 

e) “Delivery” means the transfer of the Goods from the successful/ selected bidder to the 

Purchaser in accordance with the terms and conditions set forth in the Contract. 

f) “Completion” means the fulfilment of the related services by the successful/ selected 

bidder in accordance with the terms and conditions set forth in the Contract. 

g) “Goods” means all of the commodities, raw material, machinery and equipment, and/or 

other materials that the successful/ selected bidder is required to supply to the Purchaser 

under the Contract. 

h) “Purchaser” means the entity purchasing the Goods and related services, as specified in 

the bidding document. 

i) “Related Services” means the services incidental to the supply of the goods, such as 

insurance, installation, training and initial maintenance and other similar obligations of 

the successful/ selected bidder under the Contract. 

j) “Subcontractor” means any natural person, private or government entity, or a 

combination of the above, including its legal successors or permitted assigns, to whom 

any part of the Goods to be supplied or execution of any part of the related services is 

subcontracted by the successful/ selected bidder. 

k) “Supplier/ Successful or Selected bidder” means the person, private or government entity, 

or a combination of the above, whose bid to perform the Contract has been accepted by 

the Purchaser and is named as such in the Agreement, and includes the legal successors 

or permitted assigns of the successful/ selected bidder. 

l) “The Site,” where applicable, means the designated project place(s) named in the bidding 

document. 



A. General Conditions of the Bid 

6.1 Income Tax and VAT Registration and VAT Clearance Certificate 

No Dealer who does not hold a valid Permanent Account Number (PAN)/ Tax Identification 

Number (TIN) from Income Tax department, GoR and who is not registered under the Sales 

Tax Act prevalent in the State where his business is located shall bid. The VAT Registration 

Number should be quoted and a VAT clearance certificate from the Commercial Taxes Officer 

of the Circle concerned valid on the date of submission of bid shall be submitted without which 

the bid is liable to rejection. The bidder quoting Rajasthan VAT should have valid VAT 

registration in the state of Rajasthan and he should mention the same VAT registration number 

in the bid document. 

6.2 Contract Documents 

Subject to the order of precedence set forth in the Agreement, all documents forming the 

Contract (and all parts thereof) are intended to be correlative, complementary, and mutually 

explanatory. 

6.3 Interpretation 

a) If the context so requires it, singular means plural and vice versa. 

b) Entire Agreement: The Contract constitutes the entire agreement between the Purchaser 

and the Supplier/ selected bidder and supersedes all communications, negotiations and 

agreements (whether written or oral) of parties with respect thereto made prior to the 

date of Contract. 

c) Amendment: No amendment or other variation of the Contract shall be valid unless it is 

in writing, is dated, expressly refers to the Contract, and is signed by a duly authorized 

representative of each party thereto. 

d) Non-waiver: Subject to the condition (f) below, no relaxation, forbearance, delay, or 

indulgence by either party in enforcing any of the terms and conditions of the Contract or 

the granting of time by either party to the other shall prejudice, affect, or restrict the 

rights of that party under the Contract, neither shall any waiver by either party of any 

breach of Contract operate as waiver of any subsequent or continuing breach of Contract. 

e) Any waiver of a party’s rights, powers, or remedies under the Contract must be in writing, 

dated, and signed by an authorized representative of the party granting such waiver, and 

must specify the right and the extent to which it is being waived. 

f) Severability: If any provision or condition of the Contract is prohibited or rendered 

invalid or unenforceable, such prohibition, invalidity or unenforceability shall not affect 

the validity or enforceability of any other provisions and conditions of the Contract. 



6.4 Language 

a) The Contract as well as all correspondence and documents relating to the Contract 

exchanged by the successful/ selected bidder and the Purchaser, shall be written in 

English language only. Supporting documents and printed literature that are part of the 

Contract may be in another language provided they are accompanied by an accurate 

translation of the relevant passages in the language specified in the special conditions of 

the contract, in which case, for purposes of interpretation of the Contract, this translation 

shall govern. 

b) The successful/ selected bidder shall bear all costs of translation to the governing 

language and all risks of the accuracy of such translation. 

6.5 Joint Venture, Consortium or Association 

Bidder cannot form or involve in any type of Joint venture/consortium or association for 

submitting the bid. 

6.6 Eligible Goods and Related Services 

a) For purposes of this Clause, the term “goods” includes commodities, raw material, 

machinery, equipment, and industrial plants; and “related services” includes services 

such as insurance, transportation, supply, installation, integration, testing, 

commissioning, training, and initial maintenance. 

b) All articles/ goods being bid, other than those marked in the Bill of Material (BoM)2 

should be the ones which are produced in volume and are used by a large number of users 

in India/ abroad. All products quoted by the successful/ selected bidder must be 

associated with specific make and model numbers, item code and names and with printed 

literature describing configuration and functionality. Any deviation from the printed 

specifications should be clearly mentioned in the offer document by the bidder/ supplier. 

c) The OEM/ Vendor of the quoted product must have its own registered spares depot in 

India having adequate inventory of the equipment being quoted for providing the 

necessary spares within next business day or maximum 30 hours. 

d) The OEM/ Vendor of the quoted product should also have its direct representation in 

India in terms of registered office for at least past 3 years. The presence through any 

Distribution/ System Integration partner agreement will not be accepted. 

e) Bidder must quote products in accordance with above clause “Eligible goods and related 

services”. 



6.7 Notices 

a) Any notice given by one party to the other pursuant to the Contract shall be in writing to 

the address specified in the contract. The term “in writing” means communicated in 

written form with proof of dispatch and receipt. 

b) A Notice shall be effective when delivered or on the Notice’s effective date, whichever is 

later. 

6.8 Governing Law 

The Contract shall be governed by and interpreted in accordance with the laws of the Rajasthan 

State/ the Country (India), unless otherwise specified in the contract. 

6.9 Scope of Supply 

a) Subject to the provisions in the bidding document and contract, the goods and related 

services to be supplied shall be as specified in the bidding document. 

b) Unless otherwise stipulated in the Contract, the scope of supply shall include all such 

items not specifically mentioned in the Contract but that can be reasonably inferred from 

the Contract as being required for attaining delivery and completion of the goods and 

related services as if such items were expressly mentioned in the Contract. 

6.10 Delivery & Installation 

a) Subject to the conditions of the contract, the delivery of the goods and completion of the 

related services shall be in accordance with the delivery and completion schedule 

specified in the bidding document. The details of supply/ shipping and other documents 

to be furnished by the successful/ selected bidder are specified in the bidding document 

and/ or contract. 

b) The contract for the supply can be repudiated at any time by the purchase officer, if the 

supplies are not made to his satisfaction after giving an opportunity to the bidder of being 

heard and recording the reasons for repudiation. 

c) The Supplier/ selected bidder shall arrange to supply, install and commission the ordered 

materials/ system as per specifications within the specified delivery/ completion period at 

various departments and/ or their offices/ locations mentioned in the PO/ WO. 

d) Shifting the place of Installation: The user will be free to shift the place of installation 

within the same city /town/ district/ division. The successful/ selected bidder shall 

provide all assistance, except transportation, in shifting of the equipment. However, if the 

city/town is changed, additional charges of assistance in shifting and providing 

maintenance services for remaining period shall be decided mutually. 



6.11 Supplier’s/ Selected Bidder’s Responsibilities 

The Supplier/ Selected Bidder shall supply all the goods and related services included in the 

scope of supply in accordance with the provisions of bidding document and/ or contract. 

6.12 Purchaser’s Responsibilities 

a) Whenever the supply of goods and related services requires that the Supplier/ Selected 

Bidder obtain permits, approvals, and import and other licenses from local public 

authorities, the Purchaser shall, if so required by the Supplier/ Selected Bidder, make its 

best effort to assist the Supplier/ Selected Bidder in complying with such requirements in 

a timely and expeditious manner. 

b) The Purchaser would pay all costs involved in the performance of its responsibilities, in 

accordance with the general and special conditions of the contract. 

6.13 Contract Price 

a) The Contract Price shall be paid as specified in the contract subject to any additions and 

adjustments thereto, or deductions there from, as may be made pursuant to the Contract. 

b) Prices charged by the Supplier/ Selected Bidder for the Goods delivered and the Related 

Services performed under the Contract shall not vary from the prices quoted by the 

Supplier/ Selected Bidder in its bid, with the exception of any price adjustments 

authorized in the special conditions of the contract. 

6.14 Recoveries from Supplier/ Selected Bidder 

a) Recovery of liquidated damages, short supply, breakage, rejected articles shall be made 

ordinarily from bills. 

b) The Purchase Officer shall withhold amount to the extent of short supply, broken/ 

damaged or for rejected articles unless these are replaced satisfactorily. In case of failure 

to withhold the amount, it shall be recovered from his dues and performance security 

deposit available with RISL. 

c) The balance, if any, shall be demanded from the Supplier/ Selected Bidder and when 

recovery is not possible, the Purchase Officer shall take recourse to law in force. 

6.15 Taxes & Duties 

a) The income tax, service tax, value added tax, etc., if applicable, shall be deducted at 

source from the payment to the Supplier/ Selected Bidder as per the law in force at the 

time of execution of contract. 

b) The entry tax, if applicable shall be deducted at source and deposited in the government 

treasury in proper revenue receipt head of account. 



c) For goods supplied from outside India, the successful/ selected bidder shall be entirely 

responsible for all taxes, stamp duties, license fees, and other such levies imposed outside 

the country. 

d) For goods supplied from within India, the successful/ selected bidder shall be entirely 

responsible for all taxes, duties, license fees, etc., incurred until delivery of the contracted 

Goods to the Purchaser. 

e) Revision in VAT and Service Tax shall be on account of the tendering authority if it has 

been asked for separately in the financial bid and is not taken into account for the 

purpose of comparison of bids. If, however, they have not been asked for separately, any 

benefit or additional cost will be on account of the bidder. Revision of any other tax or 

duty shall be on account of the bidder. 

f) If any tax exemptions, reductions, allowances or privileges may be available to the 

successful/ selected bidder in India, the Purchaser shall use its best efforts to enable the 

successful/ selected bidder to benefit from any such tax savings to the maximum 

allowable extent. 

6.16 Performance Security Deposit (PSD) 

a) In case of successful/ selected bidder, the EMD will be adjusted in arriving at the amount 

of the PSD. 

b) The successful/ selected bidder shall, within fifteen (15) days of the notification of 

Contract award, provide a PSD 5% of the total agreed/ ordered project value for the due 

performance of the Contract in the amounts and currencies specified in the work order. 

c) The proceeds of the PSD shall be payable to the Purchaser as compensation for any loss 

resulting from the successful/ selected bidder failure to complete its obligations under the 

Contract. 

d) Form of PSD: PSD in the form of cash will not be accepted. It may be deposited in the 

form of Bank Draft or Banker’s Cheque in favour of “Managing Director, RajCOMP Info 

Services Limited” payable at “Jaipur”. The PSD may also be submitted in the form of a 

Bank Guarantee (Unconditional & Irrevocable) in case the amount of PSD exceeds 

Rupees 10 Lacs. The other form of security money shall be Post-office Savings Bank Pass 

Book duly pledged or National Savings Certificates, Defence Savings Certificates. Kisan 

Vikas Patras, or any other script/ instrument under National Savings Schemes for 

promotion of small savings, if the same can be pledged. These certificates shall be 

accepted at surrender value. The competent Purchase Committee may permit to deposit 

Bank Guarantee in part or full if the amount of PSD exceeds Rupees 10 Lacs. 

e) Refund of PSD: The PSD shall be refunded within one month from the successful 

completion of supply and installation of items and related services as per work order and/ 



or contract, . 

f) Forfeiture of PSD: PSD shall be forfeited in the following cases: - 

1) When any terms and condition of the contract is breached. 

2) When the Supplier/ Selected Bidder fail to commence supply or stops making the 

supplies or fail to provide deliverables after partially executing the purchase/ work 

order. 

3) To adjust any dues against the firm from any other contract with RISL. 

g) No interest will be paid by RISL on the amount of EMD and PSD. 

h) Proper notice will be given to the Supplier/ Selected Bidder with reasonable time before 

EMD/ PSD is forfeited. 

i) Forfeiture of EMD/ PSD shall be without prejudice to any other right of RISL to claim any 

damages as admissible under the law as well as to take such action against the Supplier/ 

Selected Bidder such as severing future business relation or black listing, etc. 

6.17 Copyright 

The copyright in all drawings, source code design documents, and other materials containing 

data and information furnished to the Purchaser by the Supplier/ Selected Bidder herein shall 

remain vested in the Selected Bidder, or, if they are furnished to the Purchaser directly or 

through the Supplier/ Selected Bidder by any third party, including suppliers of materials, the 

copyright in such materials shall remain vested in such third party 

6.18 Confidential Information 

a) The Purchaser and the Supplier/ Selected Bidder shall keep confidential and shall not, 

without the written consent of the other party hereto, divulge to any third party any 

drawings, documents, data, or other information furnished directly or indirectly by the 

other party hereto in connection with the Contract, whether such information has been 

furnished prior to, during or following completion or termination of the Contract. 

b) The Supplier/ Selected Bidder may furnish to its Subcontractor, if permitted, such 

documents, data, and other information it receives from the Purchaser to the extent 

required for the Subcontractor to perform its work under the Contract, in which event the 

Supplier/ Selected Bidder shall obtain from such Subcontractor an undertaking of 

confidentiality similar to that imposed on the Supplier/ Selected Bidder. 

c) The Purchaser shall not use such documents, data, and other information received from 

the Supplier/ Selected Bidder for any purposes unrelated to the Contract. Similarly, the 



Supplier/ Selected Bidder shall not use such documents, data, and other information 

received from the Purchaser for any purpose other than the design, procurement, or other 

work and services required for the performance of the Contract. 

d) The obligation of a party under sub-clauses above, however, shall not apply to 

information that:- 

1) the Purchaser or Supplier/ Selected Bidder need to share with RISL or other 

institutions participating in the Contract; 

2) now or hereafter enters the public domain through no fault of that party; 

3) can be proven to have been possessed by that party at the time of disclosure and 

which was not previously obtained, directly or indirectly, from the other party; or 

4) otherwise lawfully becomes available to that party from a third party that has no 

obligation of confidentiality. 

e) The above provisions shall not in any way modify any undertaking of confidentiality given 

by either of the parties hereto prior to the date of the Contract in respect of the supply or 

any part thereof. 

f) The provisions of this clause shall survive completion or termination, for whatever 

reason, of the Contract. 

6.19 Sub-contracting 

a) The bidder shall not assign or sub-let his contract or any substantial part thereof to any 

other agency without the permission of Purchaser/ Tendering Authority. 

b) If permitted, the selected bidder shall notify the Purchaser, in writing, of all subcontracts 

awarded under the Contract, if not already specified in the Bid. Subcontracting shall in no 

event relieve the Supplier/ Selected Bidder from any of its obligations, duties, 

responsibilities, or liability under the Contract. 

c) Subcontracts shall comply with the provisions of bidding document and/ or contract. 

6.20 Specifications and Standards 

a) All articles supplied shall strictly conform to the specifications, trademark laid down in 

the tender form and wherever articles have been required according to ISI/ ISO/ other 

applicable specifications/ certifications/ standards, those articles should conform strictly 

to those specifications/ certifications/ standards. The supply shall be of best quality and 

description. The decision of the competent authority/ purchase committee whether the 

articles supplied conform to the specifications shall be final and binding on the supplier/ 

selected bidder. 

b) Technical Specifications and Drawings 



1) The Supplier/ Selected Bidder shall ensure that the goods and related 

services comply with the technical specifications and other provisions of the 

Contract. 

2) The Supplier/ Selected Bidder shall be entitled to disclaim responsibility for any 

design, data, drawing, specification or other document, or any modification 

thereof provided or designed by or on behalf of the Purchaser, by giving a notice of 

such disclaimer to the Purchaser. 

3) The goods and related services supplied under this Contract shall conform to the 

standards mentioned in bidding document and, when no applicable standard is 

mentioned, the standard shall be equivalent or superior to the official standards 

whose application is appropriate to the country of origin of the Goods. 

c) Wherever references are made in the Contract to codes and standards in accordance with 

which it shall be executed, the edition or the revised version of such codes and standards 

shall be those specified in the bidding document. During Contract execution, any changes 

in any such codes and standards shall be applied only after approval by the Purchaser and 

shall be treated in accordance with the general conditions of the contract. 

6.21 Packing and Documents 

a) The Supplier/ Selected Bidder shall provide such packing of the Goods as is required to 

prevent their damage or deterioration during transit to their final destination, as 

indicated in the Contract. During transit, the packing shall be sufficient to withstand, 

without limitation, rough handling and exposure to extreme temperatures, salt and 

precipitation, and open storage. Packing case size and weights shall take into 

consideration, where appropriate, the remoteness of the final destination of the Goods 

and the absence of heavy handling facilities at all points in transit. 

b) The packing, marking, and documentation within and outside the packages shall comply 

strictly with such special requirements as shall be expressly provided for in the Contract, 

including additional requirements, if any, specified in the contract, and in any other 

instructions ordered by the Purchaser. 

6.22 Insurance 

a) The Goods supplied under the Contract shall be fully insured against loss by theft, 

destruction or damage incidental to manufacture or acquisition, transportation, storage, 

fire, flood, under exposure to weather and delivery at the designates project locations, in 

accordance with the applicable terms. The insurance charges will be borne by the supplier 

and Purchaser will not be required to pay such charges if incurred. 



b) The insurance policy validity will be same as the contract period of the CCO i.e. two years 

from date of successful go-live and then extended based on the annual extension given to 

the CCO, if any. 

c) The goods will be delivered at the FOR destination in perfect condition. 

6.23 Transportation 

a) The supplier/ selected bidder shall be responsible for the proper packing so as to avoid 

damage under normal conditions of transport by sea, rail and road or air and delivery of 

the material in the good condition to the consignee at destination. In the event of any 

loss, damage, breakage or leakage or any shortage the bidder shall be liable to make good 

such loss and shortage found at the checking/ inspection of the material by the consignee. 

No extra cost on such account shall be admissible. 

b) All goods must be sent freight paid through Railways or goods transport. If goods are sent 

freight to pay, the freight together with departmental charge @5% of the freight will be 

recovered from the supplier’s/ selected bidder’s bill. 

6.24 Inspection 

a) The Purchase Officer or his duly authorized representative shall at all reasonable time 

have access to the supplier’s/ selected bidder’s premises and shall have the power at all 

reasonable time to inspect and examine the materials and workmanship of the goods/ 

equipment/ machineries during manufacturing process or afterwards as may be decided. 

b) The supplier/ selected bidder shall furnish complete address of the premises of his 

factory, office, go-down and workshop where inspection can be made together with name 

and address of the person who is to be contacted for the purpose. In case of those dealers 

who have newly entered in business, a letter of introduction from their bankers will be 

necessary. 

c) After successful inspection, it will be supplier’s/ selected bidder’s responsibility to 

dispatch and install the equipment at respective locations without any financial liability 

to the Purchaser. However, supplies when received at respective locations shall be subject 

to inspection to ensure whether they conform to the specification. 

6.25 Rejection 

a) Articles not approved during inspection or testing shall be rejected and will have to be 

replaced by the selected bidder at his own cost within the time fixed by the Purchase 

Officer. 

b) If, however, due to exigencies of work, such replacement either in whole or in part, is not 

considered feasible, the Purchase Officer after giving an opportunity to the selected 



bidder of being heard shall for reasons to be recorded, deduct a suitable amount from the 

approved rates. The deduction so made shall be final. 

c) The rejected articles shall be removed by the selected bidder within 15 days of intimation 

of rejection, after which Purchase Officer shall not be responsible for any loss, shortage or 

damage and shall have the right to dispose of such articles as he thinks fit, at the selected 

bidder’s risk and on his account. 

6.26 Extension in Delivery Period and Liquidated Damages (LD) 

a) Except as provided under clause “Force Majeure”, if the supplier/ selected bidder fails to 

deliver any or all of the Goods or perform the Related Services within the period specified 

in the Contract, the Purchaser may without prejudice to all its other remedies under the 

Contract, deduct from the Contract Price, as liquidated damages, a sum equivalent to the 

percentage specified in (d) below for each week or part thereof of delay until actual 

delivery or performance, up to a maximum deduction of the percentage specified in the 

bidding document and/ or contract. Once the maximum is reached, the Purchaser may 

terminate the Contract pursuant to clause “Termination”. 

b) The time specified for delivery in the tender form shall be deemed to be the essence of the 

contract and the supplier/ selected bidder shall arrange goods supply and related services 

within the specified period. 

c) Delivery and installation/ completion period may be extended with or without liquidated 

damages, if the delay in the supply of goods or service is on account of hindrances beyond 

the control of the supplier/ selected bidder. In such a case: 

1) The supplier/ selected bidder shall request in writing to the Purchaser giving 

reasons for extending the delivery period of service, if he finds himself unable to 

complete the supply of goods or service within the stipulated delivery period or is 

unable to maintain prorate progress in the supply of goods or service delivery. 

This request shall be submitted as soon as a hindrance in delivery of goods and 

service occurs or within 15 days from such occurrence but before expiry of 

stipulated period of completion of delivery of goods and service after which such 

request shall not be entertained. 

2) The Purchaser shall examine the justification of causes of hindrance in the 

delivery of goods and service and the period of delay occurred due to that and 

recommend the competent authority on the period of extension which should be 

granted with or without liquidated damages. 

3) Normally, extension in delivery period of goods and service in following 

circumstances may be considered without liquidated damages: 



4) When delay has occurred due to delay in supply of drawings, designs, plans etc. if 

the RISL was required to supply them to the supplier of goods or service provider 

as per terms of the contract. 

5) When delay has occurred in supply of materials etc. if these were required to be 

supplied to the supplier or service provider by the RISL as per terms of the 

contract. 

6) If the competent authority agrees to extend the delivery period/ schedule, an 

amendment to the contract with suitable denial clauses and with or without 

liquidated damages, as the case may be, shall be issued. The amendment letter 

shall mention that no extra price or additional cost for any reason, what so ever 

beyond the contracted cost shall be paid for the delayed supply of goods and 

service. 

7) It shall be at the discretion of the concerned authority to accept or not to accept 

the supply of goods and/ or services rendered by the contractor after the expiry of 

the stipulated delivery period, if no formal extension in delivery period has been 

applied and granted. The competent authority shall have right to cancel the 

contract with respect to undelivered goods and/ or service. 

8) If RISL is in need of the good and/ or service rendered after expiry of the 

stipulated delivery period, it may accept the services and issue a letter of extension 

in delivery period with usual liquidated damages and denial clauses to regularize 

the transaction. 

d) In case extension in the delivery and/ or installation/ completion/ commissioning period 

is granted with full liquidated damages, the recovery shall be made on the basis of 

following percentages of value of goods and/ or service which the supplier/ selected 

bidder has failed to supply or complete : - 

Delay in Go-Live: In case of delay in go-live beyond the timeline specified in Para 4.4 

under Scope of Work, liquidated damages shall be applicable on Capital expenditure 

(Table 1 of Annexure 16) plus one equated quarterly payment for operating expenditure 

(Table 2 of Annexure 16) 

Condition LD % 

Delay of more than one month of the prescribed timeline of Go-live 2.5 % 

Delay of more than two months of the prescribed timeline of Go-live 5.0 % 

Delay of more than three month of the prescribed timeline of Go-live 7.5 % 

Delay of more than four months of the prescribed timeline of Go-live 10.0 % 



1) Fraction of a day in reckoning period of delay in supplies, successful installation 

and completion of work shall be eliminated if it is less than half a day. 

2) The maximum amount of liquidated damages shall be 10% of Capital Expenditure 

plus one equated quarterly payment 

6.27 Authenticity of Equipments 

a) The selected bidder shall certify that the supplied goods are brand new, genuine/ 

authentic, not refurbished, conform to the description and quality as specified in this 

bidding document and are free from defects in material, workmanship and service. 

b) If during the contract period, the said goods be discovered counterfeit/ unauthentic or 

not to conform to the description and quality aforesaid or have determined (and the 

decision of the Purchase Officer in that behalf will be final and conclusive), 

notwithstanding the fact that the purchaser may have inspected and/ or approved the 

said goods, the purchaser will be entitled to reject the said goods or such portion thereof 

as may be discovered not to conform to the said description and quality, on such rejection 

the goods will be at the selected bidder’s risk and all the provisions relating to rejection of 

goods etc., shall apply. The selected bidder shall, if so called upon to do, replace the goods 

etc., or such portion thereof as is rejected by Purchase Officer, otherwise the selected 

bidder shall pay such damage as may arise by the reason of the breach of the condition 

herein contained. Nothing herein contained shall prejudice any other right of the 

Purchase Officer in that behalf under this contract or otherwise. 

c) Goods accepted by the purchaser in terms of the contract shall in no way dilute 

purchaser’s right to reject the same later, if found deficient in terms of the this clause of 

the contract. 

6.28 Warranty 

a) The bidder must supply all hardware items mentioned in Table 1 of Annexure 16 with 

comprehensive on-site warranty. The warranty will be valid for two years after the goods, 

or any portion thereof as the case may be, have been delivered to, installed and accepted 

at the final destination(s) indicated in the bidding document. However, if delay of 

installation is more than a month’s time due to the reasons ascribed to the bidder, the 

warranty shall start from the date of last successful installation of the items covered 

under the PO. 

b) The bidder shall submit a certificate/ undertaking from all the respective OEMs 

mentioning the fact that the goods supplied are covered under comprehensive onsite 

warranty & support for the prescribed period. The bidder should follow the format 

provided for Manufacturer’s Authorization Certificate at Annexure 13. 



c) The purchaser shall give a written notice to the selected bidder stating the nature of any 

defect together with all available evidence thereof, promptly following the discovery 

thereof. The purchaser shall afford all reasonable opportunity for the selected bidder to 

inspect such defects. Upon receipt of such notice, the selected bidder shall expeditiously 

cause to repair the defective goods or parts thereof or replace the defective goods or parts 

thereof with brand new genuine/ authentic ones having similar or higher specifications 

from the respective OEM, at no cost to the Purchaser. Any goods repaired or replaced by 

the selected bidder shall be delivered at the respective location without any additional 

costs to the purchaser. 

d) If having been notified, the selected bidder fails to remedy the defect within the period 

specified, the purchaser may proceed to take within a reasonable period such remedial 

action as may be necessary, in addition to other recourses available in terms and 

conditions of the contract and bidding document. 

e) During the warranty period, the bidder shall also be responsible to ensure adequate and 

timely availability of spare parts needed for repairing the supplied goods. 

f) The warranty on supplied software media, if any, should be at least 90 days. 

6.29 Patent Indemnity 

a) The supplier/ selected bidder shall, subject to the Purchaser’s compliance with sub-clause 

(b) below, indemnify and hold harmless the Purchaser and its employees and officers 

from and against any and all suits, actions or administrative proceedings, claims, 

demands, losses, damages, costs, and expenses of any nature, including attorney’s fees 

and expenses, which the Purchaser may suffer as a result of any infringement or alleged 

infringement of any patent, utility model, registered design, trademark, copyright, or 

other intellectual property right registered or otherwise existing at the date of the 

Contract by reason of: - 

1) the installation of the Goods by the supplier/ selected bidder or the use of the 

Goods in the country where the Site is located; and the sale in any country of 

the products produced by the Goods. 

2) Such indemnity shall not cover any use of the Goods or any part thereof other 

than for the purpose indicated by or to be reasonably inferred from the 

Contract, neither any infringement resulting from the use of the Goods or 

any part thereof, or any products produced thereby in association or 

combination with any other equipment, plant, or materials not supplied by the 

supplier/ selected bidder, pursuant to the Contract. 

b) If any proceedings are brought or any claim is made against the Purchaser arising out of 

the matters referred to above, the Purchaser shall promptly give the supplier/ selected 



bidder a notice thereof, and the supplier/ selected bidder may at its own expense and in 

the Purchaser’s name conduct such proceedings or claim and any negotiations for the 

settlement of any such proceedings or claim. 

c) If the supplier/ selected bidder fails to notify the Purchaser within thirty (30) days after 

receipt of such notice that it intends to conduct any such proceedings or claim, then the 

Purchaser shall be free to conduct the same on its own behalf. 

d) The Purchaser shall, at the supplier’s/ selected bidder’s request, afford all available 

assistance to the supplier/ selected bidder in conducting such proceedings or claim, and 

shall be reimbursed by the supplier/ selected bidder for all reasonable expenses incurred 

in so doing. 

e) The Purchaser shall indemnify and hold harmless the supplier/ selected bidder and its 

employees, officers, and Subcontractors (if any) from and against any and all suits, 

actions or administrative proceedings, claims, demands, losses, damages, costs, and 

expenses of any nature, including attorney’s fees and expenses, which the supplier/ 

selected bidder may suffer as a result of any infringement or alleged infringement of any 

patent, utility model, registered design, trademark, copyright, or other intellectual 

property right registered or otherwise existing at the date of the Contract arising out of or 

in connection with any design, data, drawing, specification, or other documents or 

materials provided or designed by or on behalf of the Purchaser. 

6.30 Limitation of Liability 

Except in cases of gross negligence or wilful misconduct: - 

a) neither party shall be liable to the other party for any indirect or consequential loss or 

damage, loss of use, loss of production, or loss of profits or interest costs, provided that 

this exclusion shall not apply to any obligation of the supplier/ selected bidder to pay 

liquidated damages to the Purchaser; and 

b) the aggregate liability of the supplier/ selected bidder to the Purchaser, whether under 

the Contract, in tort, or otherwise, shall not exceed the amount specified in the Contract, 

provided that this limitation shall not apply to the cost of repairing or replacing defective 

equipment, or to any obligation of the supplier/ selected bidder to indemnify the 

Purchaser with respect to patent infringement. 

6.31 Change in Laws & Regulations 

Unless otherwise specified in the Contract, if after the date of the Invitation for Bids, any 

law, regulation, ordinance, order or bylaw having the force of law is enacted, 

promulgated, abrogated, or changed in Rajasthan/ India, where the Site is located (which 

shall be deemed to include any change in interpretation or application by the competent 



authorities) that subsequently affects the Delivery Date and/ or the Contract Price, then 

such Delivery Date and/ or Contract Price shall be correspondingly increased or 

decreased, to the extent that the Supplier has thereby been affected in the performance of 

any of its obligations under the Contract. Notwithstanding the foregoing, such additional 

or reduced cost shall not be separately paid or credited, if the same has already been 

accounted for in the price adjustment provisions where applicable. 

6.32 Force Majeure 

a) The supplier/ selected bidder shall not be liable for forfeiture of its PSD, LD, 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. 

b) For purposes of this Clause, “Force Majeure” means an event or situation beyond the 

control of the supplier/ selected bidder that is not foreseeable, is unavoidable, and its 

origin is not due to negligence or lack of care on the part of the supplier/ selected bidder. 

Such events may include, but not be limited to, acts of the Purchaser in its sovereign 

capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions, and freight 

embargoes. 

c) If a Force Majeure situation arises, the supplier/ selected bidder shall promptly notify the 

RISL in writing of such conditions and cause thereof within 15 days of occurrence of such 

event. Unless otherwise directed by RISL, the supplier/ selected bidder shall continue to 

perform its obligations under the contract as far as reasonably practical. 

d) If the performance in whole or part or any obligation under the contract is prevented or 

delayed by any reason of Force Majeure for a period exceeding 60 days, either party at its 

option may terminate the contract without any financial repercussion on either side. 

e) In case a Force Majeure situation occurs with the RISL, the RISL may take the case with 

the supplier/ selected bidder on similar lines. 

6.33 Termination 

a) Termination for Default 

1) The tender sanctioning authority of RISL reserves the right to, without prejudice to 

any other remedy for breach of contract, by a written notice of default of at least 30 

days sent to the supplier/ selected bidder, terminate the contract in whole or in part: 

- 

1.1 If the supplier/ selected bidder fails to deliver any or all quantities of the 

service within the time period specified in the contract, or any extension 

thereof granted by RISL; or 



1.2 If the supplier/ selected bidder fails to perform any other obligation 

under the contract within the specified period of delivery of service or 

any extension granted thereof; or 

1.3 If the supplier/ selected bidder, in the judgement of the Purchaser, is 

found to be engaged in corrupt, fraudulent, collusive, or coercive 

practices in competing for or in executing the contract; or 

1.4 If the supplier/ selected bidder commits breach of any condition of the 

contract; or 

2.4 If the total penalty levied on the CCO in a quarter exceeds 10% of total 

billing in that quarter 

2) If RISL terminates the contract in whole or in part, amount of PSD and due 

payment if any, may be forfeited. 

3) Before cancelling a contract and taking further action, advice of senior most finance 

person available in the office and of legal adviser or legal assistant posted in the 

office, if there is one, may be obtained. 

b) Termination for Insolvency 

RISL may at any time terminate the Contract by giving a written notice of at least 30 days to 

the supplier/ selected bidder, if the supplier/ selected bidder becomes bankrupt or otherwise 

insolvent. In such event, termination will be without compensation to the supplier/ selected 

bidder, provided that such termination will not prejudice or affect any right of action or 

remedy that has accrued or will accrue thereafter to RISL. 

c) Termination for Convenience 

1) RISL, by a written notice of at least 30 days sent to the supplier/ selected 

bidder, 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 Purchaser’s convenience, the extent to which performance of the supplier/ 

selected bidder under the Contract is terminated, and the date upon which such 

termination becomes effective. 

2) Depending on merits of the case the supplier/ selected bidder may be appropriately 

compensated on mutually agreed terms for the loss incurred by the contract if any 

due to such termination. 

3) The Goods that are complete and ready for shipment within twenty-eight (28) 

days after the supplier’s/ selected bidder’s receipt of the Notice of termination 

shall be accepted by the Purchaser at the Contract terms and prices. For the 

remaining Goods, the Purchaser may elect: 



3.1 To have any portion completed and delivered at the Contract terms and 

prices; and/or 

3.2 To cancel the remainder and pay to the supplier/ selected bidder an 

agreed amount for partially completed Goods and Related Services and 

for materials and parts previously procured by the supplier/ selected 

bidder. 

6.34 Settlement of Disputes 

a) General: If any dispute arises between the supplier/ selected bidder and RISL during the 

execution of a contract that should be amicably settled by mutual discussions. However, if 

the dispute is not settled by mutual discussions, a written representation will be obtained 

from the supplier/ selected bidder on the points of dispute. The representation so 

received shall be examined by the concerned Procurement Committee which sanctioned 

the tender. The Procurement Committee may take legal advice of a counsel and then 

examine the representation. The supplier/ selected bidder will also be given an 

opportunity of being heard. The Committee will take a decision on the representation and 

convey it in writing to the supplier/ selected bidder. 

b) Standing Committee for Settlement of Disputes: If a question, difference or objection 

arises in connection with or out of the contract/ agreement or the meaning of operation 

of any part, thereof or the rights, duties or liabilities of either party have not been settled 

by mutual discussions or the decision of tender sanctioning Procurement Committee, it 

shall be referred to the empowered standing committee for decision, if the amount of the 

claim is more than Rs. 50,000/-. The empowered standing committee shall consist of 

following members: - (RISL) 

Chairman of BoD of RISL 

: Chairman 

Secretary, DoIT&C or his nominee, not below the rank of Deputy Secretary 

: Member 

Managing Director, RISL 

: Member 

Director (Technical)/ Executive Director, RISL 

: Member 

Director (Finance), RISL 

: Member 

A Legal Expert to be nominated by the Chairman 

: Member 

c) Procedure for reference to the Standing Committee: The supplier/ selected bidder shall 

present his representation to the Managing Director, RISL along with a fee equal to two 

percent of the amount of dispute, not exceeding Rupees One Lakh, within one month 

from the date of communication of decision of the tender sanctioning Procurement 

Committee. The officer-in-charge of the project who was responsible for taking delivery of 

the goods and/ or service from the supplier/ selected bidder shall prepare a reply of 



representation and shall represent the RISL’s stand before the standing committee. From 

the side of the supplier/ selected bidder, the claim case may be presented by himself or 

through a lawyer. After hearing both the parties, the standing committee shall announce 

its decision which shall be final and binding both on the supplier/ selected bidder and 

RISL. The standing committee, if it so decides, may refer the matter to the Board of 

Directors of RISL for further decision. 

d) Legal Jurisdiction: All legal proceedings arising out of any dispute between both the 

parties regarding a contract shall be settled by a competent court having jurisdiction over 

the place, where agreement has been executed and by no other court, after decision of the 

standing committee for settlement of disputes. 

6.35 Payment Terms and Schedule 

The payments to be made to the CCO will be divided into two components. One, payment for IT 

assets which will be transferred to RISL and secondly, quarterly payments on per seat basis. 

It is envisaged that the IT infrastructure and applications deployed at the State Data Centre 

shall be procured by the CCO and transferred to the RISL. The payment for the same shall be 

made as per the following schedule: 

S. No. Deliverable Payment % 

1 Site Preparation Plan (with layout 70% of capital expenditure of IT 

blueprint) 

infrastructure (hard and soft) to be 

Site Completion Report procured and established by the CCO at 

(Completion of civil and interior the SDC (as per Table 1 of Financial bid 

work and other non-IT format at Annexure 16) 

infrastructure) 

Solution implementation, 

Integration, Content development 

and customization report 

User Acceptance Testing 

Security Audit 

Go-Live Certificate 

Three months of successful 

operations post go-live 

2 SLA reports 

8 Equal quarterly instalments of 

MIS reports 

operating expenditure (as per Table 2 

of Financial bid format at Annexure 16) 

15% of capital expenditure of IT 



infrastructure (hard and soft) on End 

of 4th Quarter (as per Table 1 of 

Financial bid format at Annexure 16) 

15% of capital expenditure of IT 

infrastructure (hard and soft) on End 

of 8th Quarter (as per Table 1 of 

Financial bid format at Annexure 16) 

The first quarter will start from the date of go-live. Payments to the bidder shall be made after 

successful completion of the quarter and submission of SLA reports as decided by RISL. 

i. The supplier’s/ selected bidder’s request for payment shall be made to the purchaser in 

writing, accompanied by invoices describing, as appropriate, the goods delivered and 

related services performed, and by the required documents pursuant to conditions of the 

contract including SLA reports and MIS reports and upon fulfilment of all the obligations 

stipulated in the Contract. Receipts of rentals and charges (both toll-free and tolled) will 

be submitted for examination and reumbursement 

ii. The currency or currencies in which payments shall be made to the supplier/ selected 

bidder under this Contract shall be Indian Rupees (INR) only. 

iii. All remittance charges will be borne by the supplier/ selected bidder. 

iv. Advance payments will not be made.Any penalties and liquidated damages and/or 

penalties, as applicable, for delay and non-performance, as mentioned in this bidding 

document, will be deducted from the due payments 

v. Taxes (work contract tax, service tax, VAT, income tax, etc.), as applicable, will be 

deducted at source, from due payments, as per the prevalent rules and regulations. 

B. Special Conditions of the Bid 

6.36 Service Levels 

a. Service Level Requirements 

Service Level Agreements (hereinafter referred to as SLA) shall play an important role in 

defining the Quality of Services (QoS) for CCC that shall govern the level of service provided 

by the CCO. The SLA defined below provide for minimum level of services required as per 

contractual obligations based on performance indicators and measurements thereof. 

The SLAs shall be tracked on a periodic basis and are envisaged to have penalty clauses on 

non-adherence to any of them. The CCO shall submit reports on all the SLA and KPI 

parameters to the Purchaser in aSirdance with the specified formats and reporting periods 

and provide clarification, if required. 



The present SLAs have been worked out on the basis of current expectation. SLA etween 

the Purchaser and CCO can be revised after the start of operations at CCC in view of the 

experience gained. 

b. Service Level Agreement Applicability 

A joint agreement and sign-off on the precise definition and reporting mechanism for each 

SLA shall be done within 30 days from date of signing of contract. 

It must be noted that these SLA parameters are applicable only to Informational and 

grievance service requests (applicable for both voice and email) which shall be made 

available in the first two year of operations. SLA parameters applicable on Transactional 

services shall be defined between CCO and the Purchaser as and when the Purchaser 

decides to make transactional services available at CCC. However, for the first three months 

from the date of go-live no penalty shall be imposed on the CCO for any SLA defaults 

mentioned in order to facilitate stabilization of operations. The experience gained during 

this period will be used to fine tune the SLAs, including parameters, targets and penalties, if 

required. 

c. Service level Agreement (SLA) Parameters 

The following are the indicative service level agreement (SLA) parameters (including 

targets, penalties etc.)’] while providing contact center services for CCC and the detailed 

SLA are provided in Annexure 20: 

List of SLAs 

a) System Uptime (Voice response available to customer) 

b) Average Speed to Answer (ASA) 

c) Average Call abandonment rate (unanswered calls by operators) 

d) Call Quality Score 

e) Customer satisfaction (voice to voice and IVRS) 

f) Average handle time (AHT) 

g) Email Turnaround Time 

h) IVRS updation time 

i) Content Updation 

j) Agent Placement 

SLA calculations shall not take into account downtimes which are attributable to reasons 

beyond the control of the CCO like SDC downtime. 



d. SLA Change Control 

a) General 

It is acknowledged that SLAs may change as CCC system evolves over the course of the 

contract period. This document also defines the following management procedures: 

i. A process for negotiating changes to the SLA 

ii. An issue management process for documenting and resolving difficult issues. 

iii. RISL and CCO management escalation process to be used in the event that an 

issue is not being resolved in a timely manner by the lowest possible level of 

management. 

Any changes to the levels of service provided during the term of this Agreement will be 

requested, documented and negotiated in good faith by both parties. Either party can 

request a change. Changes will be documented as an addendum to this SLA and 

subsequently, the Contract. 

If there is any confusion or conflict between this document and the Contract, the 

Tender and its addenda, the Contract will supersede. 

b) SLA Change Process 

The parties may amend this SLA by mutual agreement in accordance with terms of this 

contract. Changes can be processed by either party. The CCO can initiate an SLA review 

with PURCHASER. Normally, the forum for negotiating SLA changes will be 

Purchaser’s monthly meetings. Unresolved issues will be addressed using the issue 

management process. 

6.37 Change Requests/ Management and Contract Amendments 

a) The RISL may at any time order the supplier/ selected bidder through Notice in 

accordance with clause “Notices” above, to make changes within the general scope of 

the Contract in any one or more of the following: 

i. Drawings, designs, or specifications, where goods to be furnished under the 

Contract are to be specifically manufactured for the Purchaser; 

ii. The method of shipment or packing; 

iii. The place of delivery; 

iv. Related services, esp. w.r.t. application functionalities to be provided by the 

supplier/ selected bidder. Additional hardware required to address such increased 

requirements will be procured by RISL after discussion with the CCO. 

b) Contract Monitoring Committee will take all decisions regarding requests for 

changes after discussing with successful bidder. 

c) The change request/ management procedure will follow the following steps: - 



• Identification and documentation of the need for the change - The information 

related to initiator, initiation date and details of change required and priority 

of the change will be documented by RISL. 

• Analysis and evaluation of the Change Request - Impact of the change in terms 

of the estimated effort, changed schedule, cost and the items impacted will be 

analyzed and documented by the bidder. 

• Approval or disapproval of the change request –RISL will approve or 

disapprove the change requested including the additional payments for 

software development (customization of the applications as per requirement). 

For 6.37 (a) above, effort estimation shall be done. The Terms & Conditions 

and cost to be paid for the resources shall be as per UIDAI empanelment of 

Software Solution Providers (Tier-III). The UIDAI empanelment rates are 

available 

at 

http://uidai.gov.in/images/FrontPageUpdates/final_empanelment_list_30 

_may_2011.pdf. RISL may ask the CCO to deploy software development 

resources in Jaipur to address specific requirements. 

• Implementation of the change – The change will be implemented in 

accordance to the agreed cost, effort, and schedule by the bidder. 

• Verification of the change - The change will be verified by RISL on 

implementation of the change request. 

• All changes outside the scope of supplies agreed to herein which may have 

likely financial implications in terms of the overall cost/ time of the project 

shall be undertaken by bidder only after securing the express consent of RISL. 

In the event that the consent of RISL is not received then the change will not 

be carried out. 

d) Prices to be charged by the supplier/ selected bidder for any related services that 

might be needed but which were not included in the Contract shall be agreed upon in 

advance by the parties and shall not exceed the prevailing rates charged to other 

parties by the supplier/ selected bidder for similar services. 

e) If any such change outside the scope of supplies agreed to herein causes an increase 

or decrease in cost of, or the time required for, firm’s performance of any provisions 

under the Contract, equitable adjustments shall be made in the Contract Price or 

Delivery Schedule, or both, and the Contract shall accordingly be amended. Any 

claims by the supplier/ selected bidder for adjustment under this clause must be 

asserted within thirty (30) days from the date of the supplier’s/ selected bidder’s 

receipt of the Purchaser’s change order. 



6.38 Exit Management 

a) Preamble 

i. The word ‘parties’ include the tendering authority and the bidder. 

ii. This Schedule sets out the provisions, which will apply on expiry or termination 

of the Project Implementation and Operations and Management of SLA. 

iii. In the case of termination of the Project Implementation and/ or Operation and 

Management SLA due to illegality, the Parties shall agree at that time whether, 

and if so during what period, the provisions of this Schedule shall apply. 

iv. The Parties shall ensure that their respective associated entities carry out their 

respective obligations set out in this Exit Management Schedule. 

b) Transfer of Assets 

i. The bidder will transfer all the hardware and software installed at the State 

Data Centre (including licenses) under the name of the RISL upon receipt of 

70% payment against capital expenditure as detailed under Para 6.35 (S. No. 1 

in payments table) 

ii. The bidder may continue work on the assets for the duration of the contract and 

exit management period which may be a six months period from the date of 

expiry or termination of the agreement, if required by RISL to do so. During this 

period the bidder will transfer all the assets in good working condition and as 

per the specifications of the bid document including the ones being upgraded to 

the department/ designated agency. The security deposit/ performance security 

submitted by bidder will only be returned after the successful transfer of the 

entire project including its infrastructure. 

iii. RISL during the operation and management phase shall be entitled to serve 

notice in writing to the bidder to provide RISL or its nominated agencies with a 

complete and up-to-date list of the assets within 30 days of such notice 

iv. Upon service of a notice, as mentioned above, the following provisions shall apply: 

• In the event, if the assets to be transferred to RISL mortgaged to any 

financial institutions by the bidder, the bidder shall ensure that all such 

liens and liabilities have been cleared beyond any doubt, prior to such 

transfer. All documents regarding the discharge of such lien and liabilities 

shall be furnished to RISL or its nominated agencies. 

• All expenses occurred during transfer of assets shall be borne by the bidder. 

• That on the expiry of this clause, the bidder and any individual assigned for 

the performance of the services under this clause shall handover or cause to 

be handed over all confidential information and all other related material in 



its possession, including the entire established infrastructure supplied by 

bidder to RISL. 

• That the products and technology delivered to RISL during the contract term 

or on expiry of the contract duration should not be sold or re-used or copied 

or transferred by bidder to other locations apart from the locations 

mentioned in the this bid document without prior written notice and 

approval of RISL. Supplied hardware, software & documents etc., used by 

bidder for RISL shall be the legal properties of RISL. 

c) Cooperation and Provision of Information 

i. During the exit management period 

• The bidder will allow RISL or its nominated agencies access to the 

information reasonably required to define the current mode of operation 

associated with the provision of the services to enable RISL or its nominated 

agencies to assess the existing services being delivered. 

• The bidder shall provide access to copies of all information held or controlled 

by them which they have prepared or maintained in aSirdance with the Project 

Implementation, the Operation and Management SLA and SOWs relating to 

any material aspect of the services provided by the bidder. RISL or its 

nominated agencies shall be entitled to copy all such information comprising 

of details pertaining to the services rendered and other performance data. 

The bidder shall permit RISL or its nominated agencies and/ or any 

Replacement Operator to have reasonable access to its employees and 

facilities as reasonably required by RISL or its nominated agencies to 

understand the methods of delivery of the services employed by the bidder 

and to assist appropriate knowledge transfer. 

d) Confidential Information, Security and Data 

i. The bidder will promptly on the commencement of the exit management period 

supply to RISL or its nominated agencies the following: 

• Documentation relating to Intellectual Property Rights; 

• Project related data and confidential information; 

• All current and updated data as is reasonably required for purposes of RISL 

or its nominated agencies transitioning the services to its replacement bidder 

in a readily available format nominated by RISL or its nominated agencies; 

and 



ii. 

iii. 

• All other information (including but not limited to documents, records and 

agreements) relating to the services reasonably necessary to enable RISL or its 

nominated agencies, or its replacement operator to carry out due diligence in 

order to transition the provision of the services to RISL or its nominated 

agencies, or its replacement operator (as the case may be). 

• Before the expiry of the exit management period, the bidder shall deliver to 

RISL or its nominated agencies all new or up-dated materials from the 

categories set out above and shall not retain any copies thereof, except that 

the bidder shall be permitted to retain one copy of such materials for archival 

purposes only. 

• Transfer of certain agreements 

On request by Tendering Authority or its nominated agencies, the bidder shall 

effect such assignments, transfers, innovations, licenses and sub-licenses as 

Tendering authority or its nominated agencies may require in favour of tendering 

authority or its nominated agencies, or its Replacement Operator in relation to any 

equipment lease, maintenance or service provision agreement between bidder and 

third party leasers, operators, or Operator, and which are related to the services and 

reasonably necessary for carrying out of the replacement services by RISL or its 

nominated agencies, or its replacement Operator. 

Right of Access to Premises: At any time during the exit management period and for 

such period of time following termination or expiry of the SLA, where assets are 

located at the bidder’s premises, the bidder will be obliged to give reasonable rights 

of access to (or, in the case of assets located on a third party's premises, procure 

reasonable rights of access to RISL or its nominated agencies, and/ or any 

replacement operator in order to inventory the assets. 

e) General Obligations of the bidder 

i. The bidder shall provide all such information as may reasonably be necessary to 

effect as seamless during handover as practicable in the circumstances to RISL or its 

nominated agencies or its replacement operator and which the operator has in its 

possession or control at any time during the exit management period. 

ii. The bidder shall commit adequate resources to comply with its obligations under 

this Exit Management Clause. 

f) Exit Management Plan 

i. The bidder shall provide RISL or its nominated agencies with a recommended exit 

management plan ("Exit Management Plan") which shall deal with at least the 



following aspects of exit management in relation to the SLA as a whole and in 

relation to the Project Implementation, the Operation and Management SLA and 

SOWs.The Exit Management Plan must include, but not be limited to: 

• Address all legal regulations and requirements 

• Listing/obtaining of office space, furniture, equipment, telephone and data 

lines 

• Installation of any furniture, equipment, telephone and data lines 

• System Security and Security aspects related to a safe environment for staff 

and customers 

• Transfer and organization of documentation 

• Transfer of electronic data 

• Coordination of enabling or disabling of logon IDs 

• Establishing or terminating contracts for other services 

• Implementation of standard operating procedures, generally accepted 

accounting procedures, generally accepted audit standards, and security over 

the computer system 

• Training of staff 

• Risk analyses and their proposed solution(s), and their assessment for the 

transition 

• Transfer of services including cutover dates 

• The End-To-End Performance Testing Period 

• Staffing 

• Hardware and/or Software Tools 

• Hardware and Software platforms utilized 

ii. A detailed program of the transfer process that could be used in conjunction with a 

replacement operator including details of the means to be used to ensure continuing 

provision of the services throughout the transfer process or until the cessation of 

the services and of the management structure to be used during the transfer; and 

iii. Plans for the communication with such of the bidder's, staff, suppliers, customers 

and any related third party as are necessary to avoid any material detrimental 

impact on RISL operations as a result of undertaking the transfer; and 

iv. If applicable, proposed arrangements and Plans for provision of contingent support 

in terms of business continuance and hand holding during the transition period, to 

RISL or its nominated agencies, and Replacement Operator for a reasonable period, 

so that the services provided continue and do not come to a halt. 

v. The Bidder shall re-draft the Exit Management Plan annually after signing of 

contract to ensure that it is kept relevant and up to date. 



vi. Each Exit Management Plan shall be presented by the bidder to and approved by 

RISL or its nominated agencies. 

vii. In the event of termination or expiry of SLA, Project Implementation, Operation 

and Management SLA or SOWs each party shall comply with the Exit Management 

Plan. 

viii. During the exit management period, the bidder shall use its best efforts to deliver 

the services. 

ix. Payments during the Exit Management period shall be made in aSirdance with the 

Terms of Payment Clause. 

x. It shall be the responsibility of the bidder to support new operator during the 

transition period. 



ANNEXURE-1: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FOR 

ELIIBILITY EXPERIENCE 

Project Name: 

Country: 

Value of Contract/Work Order (In INR): 

Project Duration: 

Location within country: 

Name of Customer: 

Contact person with address, phone, fax 

and e-mail: 

Total No. of staff-months of the assignment: 

Approx. value of the services provided by your 

company under the contract (in INR): 

Start date (month/year): 

Completion date (month/year): 

Name of associated Bidders, if any: 

Narrative description of Project: 

List of Services provided by your firm/company 

Please attach a copy of the work order/ completion certificate/ purchase order/ letter from the customer for each 

project reference 



ANNEXURE-2: LIST OF SERVICES 

S. 

No. 

Department S. 

No. 

Service 

1. Labour 

Department 

1.1 Functioning of Department (Areas) 

1.2 Registration and issuance of licenses under shops 

and commercial establishment 

1.3 Building and other constructions, Workers Act 

• Who is a construction worker 

• How he can get himself registered 

• What are welfare schemes 

1.4 Contact details of functionaries of the department 

2. Rural 

Development 

2.1 Registration of household – Job Card 

• New Job Card 

• Duplicate copy of Job Card 

• Modification in existing Job Card 

2.2 Demand for work 

• Application for work 

• Duration & Timings for work 

• Proposed Work list 

2.3 Payment against work application 

• Payment of wages 

• Unemployment allowance 

2.4 Information on latest circular/notification 

3. Tourism 3.1 Location & contact details of State / District Tourist 

offices & help lines 

3.2 Information on available tourism locations & 

options 

3.3 Information on tourism packages & schemes alongwith 

contact details of the concerned agency / nodal 

officer 

3.4 List of local police stations / hospitals / bus stations 

/ railway stations / airports / taxi stands / hotels 

along with contact details 

4. Medical Health 4.1 Directory of Specialists and Super Specialists with 



S. 

No. 

Department S. 

No. 

Service 

& 

Education 

Medical 

Contact Details 

4.2 Schedule and Timing details for consultancy OPD 

hours and OT days 

4.3 Investigation results – Automation going on in SMS 

Hospital 

4.4 Investigation & treatment facilities available with 

MRS Rates 

4.5 Details regarding schemes available on websites – 

Medical Health & NRHM 

4.6 RUHS – Rajasthan University of Health Sciences – 

admission, results, counselling 

5. Technical 

Education 

5.1 Name of institutes (government/private) 

5.2 Admission procedures of institutes 

5.3 Procedure of opening new institutes 

5.4 Different GoI schemes which are being implemented 

by the state 

5.5 Administrative structure 

5.6 Results 

5.7 Examinations 

6. Transport 6.1 License 

6.2 Vehicle Registration 

6.3 Enforcement (Challan) 

6.4 International Driving Permit 

6.5 Taxes 

7. Employment 7.1 Registration for employment 

7.2 Renewal of registration 

7.3 Modification of details regarding 



S. 

No. 

Department S. 

No. 

Service 

Qualification/Experience/Address 

8. Commercial 

Taxes 

8.1 TIN No. 

• What is the Process 

• Which Documents are required 

• Which forms are needed 

• Where to Apply 

• How much time will the process take 

• How much is the fees 

8.2 Tax Rate on Different Commodities 

9. Industries 9.1 EM I / II 

• Information on Tax Rate on Different 

Commodities 

8.3 Forms 

• Which form is required for a specific purpose? 

• What are the supporting documents required? 

8.4 Acts / Rules / Regulations 

• Amendments and Changes 

• What is the Process 

• Which Documents are required 

• Other Formalities 

9.2 Incentive Schemes 

• Which forms are required 

• Who is responsible for implementation 

9.3 Lands/Plot related information 

• Availability of RIICO land 

• Rate of Land 

• Land Bank Position 

• New areas of Development 

• Size of Plots 

• Subsidies available for Land 

• Procedure for RFC Loan 

9.4 Welfare Schemes 

10. Food and Civil 

Supplies 

• Forms, Eligibility etc. 

10.1 Ration Card 

• Information on types of Ration Card (APL, BPL, 

Antodyay) 

• Issuance of New / Duplicate Ration Card 

• Addition / Deletion / Modification in a Ration 

Card 



S. 

No. 

Department S. 

No. 

Service 

11. Women and 

• Surrender of Ration Card 

• Eligibility details for each type of Ration Card 

• Details on availing the Ration card services 

including dates, preparation of rolls, application 

details 

• Location & contact details of department / agency 

/ nodal officers for availing the services 

• Details (location & contact) of Food grain shops 

and counters in the vicinity 

10.2 Gas Agencies 

• How to Apply for a New Connection 

• Formalities related to New Connection 

• Nearest Agency where to apply 

• Booking Process for Gas Cylinder 

10.3 Consumer Affairs 

• Consumer Court in Vicinity / as per amount of 

claim 

• Procedure for filing application in Consumer 

Court 

• Mobile Lab Assistance 

11.1 Information of various Schemes 

Child 

Development 

• Criteria 

• Benefit 

• Contact Details 

• Procedures 

• Service level 

• Status level 

• Beneficiaries 

• Grievance 

12. PHED 12.1 Information regarding Schemes on 

• Hand-pump 

• Pump & Tank scheme 

• Piped Scheme 

13. ESI 13.1 List of ESI Hospitals and Dispensaries 

• Location details 


• Timings 

13.2 List of Tie up Hospitals in ESI scheme 

• Location Details 


• Specialty for which enlisted 

13.3 Procedure for referral Queries for secondary and 

tertiary care centre 



S. 

No. 

Department S. 

No. 

Service 

13.4 List of super specialty diseases and critical illness for 

free cash less transactions in hospitals 

14. Election 14.1 Information on Election dates, result dates, etc 

14.2 Information on inclusion / update in the electoral 

list 

14.3 Information on Electoral offices 

15. Urban 

Development 

15.1 Approval for building plans 

15.2 Application for water tap connection 

15.3 Issue of NOC for change of land use 

15.4 Approval for layout plans 

15.5 Information regarding constructions of roads / 

drains / street lights 

16. Home (Police) 16.1 Location details of nearest Police station 

16.2 Procedure for applying for NOC for shifting vehicle 

from Rajasthan to other states 

16.3 Application procedure for Police Clearance 

Certificate 

16.4 Information regarding Awareness Programs 

regarding Drunken driving, Terrorism, security 

measures, etc 

16.5 Information regarding emergency numbers 

16.6 Application procedure for Arms License 

16.7 Renewal of Arms license 

16.8 Information regarding verification of domestic help, 

tenants, job seekers, etc 

17. Registrations & 

stamps 

17.1 Procedure of application for Encumbrance 

Certificate 



S. 

No. 

Department S. 

No. 

Service 

17.2 Procedure for registration of documents for both 

movable and immovable properties 

17.3 Information regarding point of sale of stamp papers 

17.4 Information regarding market valuation of 

properties and applicable stamp duty 

18. Agriculture 18.1 Commodity/ mandi Marketing Information 

18.2 Daily prices of fruits and vegetables 

18.3 Weather forecasting at the district level for short 

term and medium term 

18.4 Availability of Seeds 

19. Industries 19.1 Registration / License procedure 

19.2 Procedure for Provisional Registration for small 

scale Industries 

19.3 Permanent Registration Certificate 

19.4 Application procedure of IL(Industrial License) for 

Licensed Items 

20. Collectorate 20.1 Caste Certificate 

20.2 Income Certificate 

20.3 Local Resident (Domicile) Certificate 

20.5 No Objection Certificate - Nazul 

20.5 Process to obtain Nakal of a document 

*Bidders to note that the above mentioned services are not exhaustive in nature and 

are only meant as an indicative list. Purchaser may at its sole discretion either 

increase or decrease the range of services offered through the call center. 

In the first two year of operations, CCC shall provide only informational and grievance services. 

The scope and time plan for enablement and implementation of transactional services shall be 

decided by the State at a later stage. 



ANNEXURE-3: BILL OF MATERIAL (BoM) 

Hardware 

Equipments Qty Specifications MAF Required 

(Yes/ No) 

ACD- IVRS- Recording 

server 

1+1 

As below 

CTI Integration server 1 As below Yes 

Software 

CRM 50* As per FRS in Annexure 5 Yes 

CTI and ACD 1 As per FRS in Annexure 5 Yes 

Recording solution 1 As per FRS in Annexure 5 Yes 

IVRS solution 1 As per FRS in Annexure 5 Yes 

Back upstorage manager 1 As per NFRS in Annexure 5 No 

EMS- Client server 1 As per NFRS in Annexure 5 No 

Antivirus-Client server 1 As per NFRS in Annexure 5 No 

* For CRM, licenses will be procured in sets of 50. Currently, only 50 licenses will be 

proposed and based on requirements during the O&M period, additional licenses will be 

procured. 

Yes 

Minimum Specifications for CTI- IVRS- ACD- Recording Servers 

Description 

Components 

Processor/ 

CPU 

Chipset 

RAM / Main 

Memory 

Specifications 

Min. 2 x Intel Xeon E7 2803 (Six Core) 1.73 GHz processors with 18MB 

cache, 64bit technology or higher 

Intel 7500 Chipset or better 

Minimum 128GB of PC3 10600 Registered ECC DDR 3 RAM 

upgradeable upto 256GB 

Hard 

capacity 

type 

RAID 

Disk 

& 

Min. 3 x 200 GB SFF Enterprise class SSD 

Compatible RAID Controller with 512 MB Cache for SSD and to be 



Controller configured with RAID 5 

Network 

Interface 

Ports 

Graphics 

SAN 

Connectivity 

& HBA 

Minimum 2 x Gigabit Full-Duplex Ethernet ports W/TCP IP offload 

Engine & Wake On LAN feature 

Ports for Keyboard & Mouse, Min. 2 USB Ports, 1 Remote Management 

Port 

Integrated standard graphics controller 

2 x 8 Gbps FC HBA PCI-X/PCI-e based required to configure redundant 

SAN adapters. 

Form Factor Rack Mountable (note more than 4U) 

Free Slots 

Removable 

Drive 

Operating 

System 

Min. 2 Free 64 bit PCI-Express Slots (after populating all the cards) 

Internal IDE/ SCSI DVD-ROM Drive 

64-bit Microsoft® Windows Server 2012 Enterprise Edition / Red Hat® 

Enterprise Linux 6.3 licenses with update, patches, OEM support pack 

valid for project period 

Power supply Redundant Hot-Swappable Voltage-sensing power supplies and 

Variable-speed Fans 

Certification 

Server 

Management 

OEM ISO 9001 Manufacturer, UL, FCC, RoHS and should be certified on 

the supplied OS Version 

Dedicated Hardware Controller based Management along with OEM 

Server management software 

Specifications for Back Up, EMS and Antivirus Softwares 

Description 

Software Name 

EMS-Client server 

Back Up- Storage 

Manager 


CA Willy- 9.2.6.0/CA ITCM - r12.5.0.0 

IBM Tivoli storage manager- client for server 5.5 

Antivirus- 

server 

Client 

Symntec endpoint protection client for server 11.2 



ANNEXURE 4: INFORMATION ON RAJASTHAN STATE DATA CENTRE 

The State Data Center (SDC) has been identified as one the core infrastructural elements for 

supporting e-Governance initiatives under the National e-Governance Plan (NeGP). It will 

enable the State to consolidate services, applications and infrastructure to ensure secure and 

efficient 24X7 electronic delivery of G2G, G2C and G2B services. 

The SDC has been envisioned as a managed infrastructure providing features such as disaster 

recovery, remote management and service integration in a stable and predictable physical 

environment. It will provide many advantages such as: 

• Acting as a secure centralized repository of State related data and applications 

• Enablement of 24X7 Online Delivery of Government Services through information and 

citizen service portals 

• Better operational & management control on state applications and data 

• Minimization of overall cost of data management, IT resource management and 

deployment of services 

• Making available "IT infrastructure on demand" to various state departments and 

agencies 

For CCC it has been envisaged that the State Data Centre shall be utilized for co-locating the 

server side hard and soft infrastructure. The following items are available at the Rajasthan 

State Data Centre for use under the project: 

S No Item 

Description 

Servers 

Shared/Ded Type/ Specification 

icated 

1 Web Servers Virtual 

Dedicated 

1+1 HP DL58o G7, (4 x hex core) available in DMZ zone 

with 32 GB dedicated Ram, including OS 

Linux/windows 

2 Application Virtual 1+1 HP DL58o G7, (4 x hex core) available in MZ zone 

Dedicated with 32 GB dedicated RAM including OS 

Linux/windows 

3 Database Shared 1+1 HP DL58o G7, (4x Score) available in MZ zone with 

Postgre SQL server version 9 

4 SMS Server / Shared 

Payment 

Red Chilly on windows / As provided by GoI / MSDG 



S No Item 

Shared/Ded Type/ Specification 

Description icated 

5 Authentication 

Server 

Shared DC,ADC ON WINDOWS 2008 R2, client license shall 

be provided by RSDC 

6 Audit Log Server Shared Centralized syslog server on RHE15 

7 Mailing Server Shared Open Source / SMTP Gateway 

8 Helpdesk Server Shared CA Service Desk R12.5 

Storage 

9 SAN Storage Shared IBM SAN & HP SPAR 

10 Tape Library Shared IBM 

Network 

11 Core Switch Shared CISCO 6513 

12 Application 

Access Switch 

Shared 

13 Network Load Shared 

balancer 

14 Bandwidth to be Dedicated 

provide by RSDC 

CISCO 375o 

Link Proof & array 

4X2 Mbps 

The RISL shall bear the cost of FMS/O&M charges on the hardware/software installed in the 

Rajasthan State Data Center. 

Additional information on the Rajasthan State Data Centre is available at DOIT&C, Rajasthan 

Site (http://doitctest1.rajasthan.gov.in). Some useful links are as follows: 

• http://doitctest1.rajasthan.gov.in/_layouts/Doitc/User/ContentPage.aspx?LangID=En 

glish&PId=57 

• http://doitctest1.rajasthan.gov.in/_layouts/Doitc/User/Policies.aspx?LangID=English 


ANNEXURE-5: FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS 

A list of Functional Requirements and deliverables envisaged by Purchaser is given below and 

the bidder must send the compliance to these requirements. These requirements shall be seen 

in respect of the Project Profile (Section 2.0) and Scope of Work (Section 4.0). It is envisaged 

that COTS software will purchased by the CCO and customized as per the requirements of the 

RISL. The COTS software should be amongst the following applications only: 

For CCC infrastructure (IVRS and ACD), the following have been named by Gartner as the 

market / quadrant leaders: Avaya, Cisco, Genesys, Aspect and Interactive Intelligence 

For CRM applications, the following have been named as market leaders: 

Gartner 

Oracle Siebel CRM 

Rightnow 

Salesforce 

Microsoft Dynamics 

Pegasystems 

Forrester 

Oracle Siebel CRM 

Salesforce 

SAP CRM 

Microsoft Dynamics 

Functional Requirements 

a) Customer Relationship Management- 

S. No. Functional Requirements –CRM(Customer Relationship Management) 

1. It should be integrated with IVR, ACD, other existing applications like e-sugam (as 

and when required), portal (provided by CCO to be accessed by department users), 

email server, SMS server to provide 360 degree view of caller. 

2. It should be Rules-based – allowing the application to be modified to meet the 

changing needs. 

3. It should be secured with single sign-on facility. The application should be 

configured to allow agents to login into all applications (currently only e-sugam) 

automatically without re-entering username/password into these applications. 

4. It should provide a 360 Degree view of caller information to make CCC user more 

informative about caller /caller including call routing, service request status, caller 

contact information. 

5. It should allow agent to capture the basic information for informational services 

including but not limited to:- 

a) Name 

b) Sex 

c) Phone/mobile number 

d) Address 

e) Reason for contact 

f) Query details 




g) Date 

h) Department Name 

i) Assigned to 

6. It should be integrated with CCC database which will store the caller's information. 

7. CRM should support the content management containing scripts and FAQ's for 

informational services. It should also provide a search facility to the agent to search 

query in the maintained FAQ's. 

8. CRM should provide access to update the FAQ's periodically. 

9. It should support to record all new queries asked by callers. 

10. Customer Relationship Management must generate a Unique Service request 

Number that shall be provided to the caller. This Unique Service request should be 

so designed to ensure its uniqueness across the complete solution. 

11. When a new query record is created, an e-mail/sms can be automatically sent to the 

caller confirming that a new case record has been created with a unique service 

request number, name of the caller and query name with query status. 

12. CRM should support SMS/email facility on the change in the status (open, pending, 

closed etc) of the query of the caller. A SMS should be send to the caller with the 

service request no, name of the caller, query name with query status. 

13. The Agent must have facility to mark calls as call back on a certain date & time etc 

with his specific remarks in detail in CRM. System should inform the agent(who is 

free for follow-up) for call back on reminder date and time. 

14. It should allow the system to provide the status of the query to the caller through 

voice and/or SMS (in response to customer’s SMS) 

15. When new case (queries) records are created, they can be automatically assigned to 

the appropriate person using predefined assignment rules. When cases(queries) are 

assigned to someone, this person can be automatically notified of the case via e- 

mail. 

16. CRM should support workflow engine which will help in implementation of case 

management activities. Based on workflow, case records can be automatically 

assigned to a work queue (using predefined assignment rules) 

17. CRM should automatically notify via email about the escalated case to all of the 

people who comes under escalation rules. 

18. CRM should support the escalation rules applies for non-closure of query 

within a certain period of time 

19. It should support case escalation rules can be defined that will control the 

automatic escalation of a case when specified conditions are met 

20. It should support a configurable case "status" data field which is used to track the 

status of each case(e.g., new, escalated, on-hold, closed, etc) 




21. CRM should support a case record which is created or updated, a history record (of 

the change) is automatically created and associated with the case 

22. It should allow agent to close the call by changing the status of service request to 

"Closed". System should automatically send an email/SMS to caller and email to the 

concerned department about the closure of the query. 

23. When Agent makes the call to inform caller about the query, all the caller details 

will be available on his screen like Caller name, service request no, status, query, 

date & time of query etc in CRM. 

24. It should allow search feature to search the query by its service request number, 

name of caller, mobile/phone number. 

25. CRM should support mass email/SMS facility that can be used to send out 

responses to many people encountering the same problem. 

26. It should support for "call back" option in the event of long call waiting. 

27. It should define automatic routing and escalation (routing to a supervisor) of a 

work item as a result of a trigger activating. 

28. It should have ability for screen customization to reflect agent preferences or 

specific service requirements. Agents should be able to select the categories they 

want on their personal screen(s) – such as task and service information – as well as 

filters to be used – such as “show all service requests”, "overdue service request" 

“just open service requests,” and “just service requests submitted in the last 7 days.” 

29. It should support the document management which will send the documentation to 

the caller in the form of existing Government documents, email, custom letters etc. 

30. CRM should support all the templates email, SMS, government forms that are 

maintained in the document management system. 

31. It should support Alert mechanism. Whether the alerts are posted through an e- 

mail or SMS system, shown as a pop-up window or created and routed as a special 

work item. 

32. It should support the audit trail of the alerts that are triggered along the process. 

33. It should support integration of line of business applications with CRM application 

34. It should provide comprehensive tracking of caller interaction and agents activities. 

35. The application must be configured to support more than one active session for a 

call center user so as to support more than one concurrent caller at a given time 

during escalation. 

36. It should support the workforce management. It should be able to forecast the 

volumes of staff requirements by using such service standards as the grade of 

service, average waiting times and the average time needed to handle each customer 

contact, including wrap activities. 

37. System should have an authentication mechanism before grievance status details 

are shared with the caller. 




38. Unique user id and password should be provided to the designated officers of 

Purchaser. 

39. Content management should be integrated with CRM and maintain call centre 

procedures. 

40. CRM system should support auxiliary codes to enable call centre agents to indicate 

their current mode of operation (i.e. Available/Unavailable/Wrapping Up/At 

Lunch, etc…) and the same must be reflected in the reporting tool. 

41. Agent should be able to access the e-sugam via same desktop from which it is 

logging call for informational services. 

42. All logged tickets/ calls should follow the escalation mechanism defined in the 

standard operating procedure 

43. System databases will be used to manage caller account and other information, 

which will be used to collect, track, and report caller service requests and service 

delivery. 

b) Computer Telephony Integration and Automatic Call Distributor 


S. No. Functional Requirements –CTI(Computer Telephony Integration) 

1. It should be able to link ACD, IVR, call recording etc. to information held on a CRM 

database about the inbound caller. 

2. It should be able to support the following information messages and options that 

are relayed to voice callers while they are waiting in queues or put on hold by the 

contact centre agent, including but not limited to: 

a) Marketing messages(Later Stages of CCC implementation) 

b) Music 

c) Specific message after configurable time (i.e. Voice Mail) 

3. It should transfer relevant information about the individual caller and the IVR 

dialog from the IVR to the agent desktop using a screen pop based on CLI(Caller 

Line Identification)/ANI (Automatic Number Integration)/DNIS (Dialled Number 

identification sequence) when caller got connected. 

4. It should be suitably integrated with CRM and other communication media 

(phone/email/SMS) to send/receive data which needs to be populated on agent 

screen and must also update the IVRS usage details into the CRM as the caller 

traverses through the IVRS and reaches the agent. 

5. CTI should perform following functions including but not limited to:- 

a) It indicates that the call has entered the setup phase. 

b) Call is conCCOdered as delivered when the call starts ringing 

c) Call establishes when call is answered. 

d) Call is cleared when the voice connection is terminated. 

e) Call is completely ended when the logical call appearance (including call 



S. No. Functional Requirements –CTI(Computer Telephony Integration) 

data) is complete. 

f) Under call tranCCOtions, call can be moved from the active to held state or 

the call is removed from hold. 

g) Call can be transferred to another agent or other call centre 


S. No. Functional Requirements –ACD(Automatic Call Distributor) 

1. ACD should provide the capability of combining data with IVRS menu system that 

can be intelligently route calls requesting further assistance. 

2. It should be able to put caller on hold if no agent is available and keeping caller 

informed about the status of the call. Also support relying messages (as defined by 

the Purchaser) during the hold period. 

3. It should be designed such that it can handle high volumes of calls efficiently. 

4. It should follow call routing to the agents with following features. It should follow at 

least one of the feature mentioned below: 

a) With 'Least Recent' - the extenCCOon that received a call the longest time ago 

will be on the top of the list 

b) With 'Fewest Calls' - the extension that received the least number of calls will be 

on the top of the List 

c) Random Selection-Routing to the agents with first agent picks the call, it will be 

closed for the other agents. 

5. It should allow call centre agents to be members of multiple ACD groups. Each 

agent should have unique identification. 

6. It should be able to transfer call to another agent with call data attached. 

7. It should support routing for emails received on the Contact Center email account 

8. It should allow call centre agent to transfer the call to other call centre. 

9. During later stages of CCC implementation, it should provide skill based routing of 

the calls to the agents based on the skills. 

10. During later stages of CCC implementation , system should allow agents to log in to 

multiple skills with different levels of priorities for the Skills. 

c) Interactive Voice Response System- 

S. No. Functional Requirements – IVRS(Interactive Voice Response System) 

1. When a call lands on the CCC system, the caller should be greeted with a prerecorded 

welcome note in Hindi language. 

2. It should support voice and DTMF (touch tone shortcuts that can be used in 

sequence) signalling based menu service. Caller can access the information more 

quickly or opt to talk to agent, without having to "drill down" through the menu 




structure with every call. 

3. It should support English (Indian) Language 

4. It should support Hindi Language 

5. It should change the IVR route based on the language selected 

6. There should be an option available to the caller to opt for talking to agent by 

pressing pre-defined digit any time during the IVRS announcements (For first 2 

months , after selecting language the call should be routed to the agent. Later on as 

per need, there should be expansion in IVR tree) 

7. It should be able to identify a caller(new - with phone number and existing caller 

with name and phone number) using CLI(Caller Line Identification),/ANI 

(Automatic Number Integration)/DNIS (Dialled Number identification sequence) 

8. It should identify the caller through CLI and pass on relevant information to the 

screen pop up at agent’s desktop by seamless integrating with the Automatic Call 

Distribution/Computer telephony integration. For new caller, the screen pop up's at 

agent's desktop with only its mobile/phone number. For existing caller (present in 

CCC database), the screen pop up's at agent's desktop with name and mobile/phone 

number. For the existing caller, the agent should greet him with his name. 

9. It should ensure routing accuracy as per design. It should allow transfer to agent 

anytime during the Interactive Voice Response System announcement. 

10. It should retrieve agent availability from Automatic Call Distribution and announce 

to the caller the expected wait time to talk to an available agent. 

11. It should support audio-text for playback of music, regulations, procedures, social 

messages ( to be decided by Purchaser during Implementation phase of the project) 

as per the IVR Call Flow & Call Tree. 

12. The caller can be given the option to wait in the queue or request a callback 

13. It should include Automatic Speech Recognition (ASR) facility and should be able 

to recognize both Indian English and Hindi Languages 

14. It should also include Text to Speech (TTS) facility and should include audio 

generation for both Indian English and Hindi Languages. 

15. IVRS, ASR and TTS should support at least MRCP protocol version 1.0 (based on 

RTSP/ SIP) 

16. All the IVRS ports should be speech recognition enabled from day one. 

17. After pilot phase, it should have ability to add multiple marketing messages on the 

IVR system 

18. After pilot phase ,it should allow users to schedule different marketing messages in 

specific dates and for a specific period. 

19. There shall be a provision of scalability of IVRS so that over a period of 

time it will take care of maximum functionalities of the Call Centre (feasible 

through IVRS) under this Project. Features of scalability will be finalized during 




Implementation Phase of the Project. 

20. There should be adequate number of IVR ports to ensure that all calls meant for 

CCC are able to reach there. 

21. The delivery of Informational and Transactional services through IVRS mode shall 

be provisioned during the later stages of the CCC implementation, if the back-end 

IT infrastructure at the State level can support. 

d) Recording Solution- 

S. No. Functional Requirements –Recording solution 

1. The system should record voice conversation between call centre agent and caller 

at the time of documenting request, department official and call centre agent at the 

time of resolving query and map it to unique Service Request Number. The Call 

Centre should have facility to record, replay and monitor all calls for a period of 180 

days. This should capture at least the following information: 

a. Date 

b. Time 

c. Call Duration 

d. Agent ID 

e. Caller Number 

f. Service Request Number 

g. Number Dialed for Outbound Calls 

h. Inbound/Outbound Identifier - System Generated 

2. The agent ID and call record should be linked to the recorded query. The recorded 

query can be viewed by agent but cannot be modified. 

3. The system should also record the outbound communication of call centre agent 

and the caller at the time of providing answer to unresolved query. 

4. It should provide search facility with following information:- 

a. Date 

b. Time 

c. Call Duration 

d. Agent ID 

e. Caller Number 

f. Service Request Number 

g. Number Dialed for Outbound Calls 

5. Basic information about every caller should be recorded and stored in a database by 

the agent. This database shall be updated every time a new caller calls up. 



e) Management Information System (MIS)- 

S. No. Functional Requirements –MIS(Management Information System) 

1. MIS should generate reports based on:- 

a) Type of queries/grievances 

b) Department wise 

c) District wise/Block wise 

d) Repeat Request/Complaints 

2. It should generate different types of reports on Number of calls:- 

a. Total Number of Calls- Inbound and Outbound 

b. Number of Calls Diverted to Call Center Agents from IVR 

c. Number of calls dropped on the IVR stage 

d. Number of calls transferred to other Call centre 

3. It should generate Queue analysis reports. The below mentioned queue analysis list 

is including but not limited to:- 

a. Number of Waiting Calls 

b. Average Call Time 

c. Average Waiting Time 

d. Abandoned Calls 

4. It should generate Agent reports (Summary for All the Agents, and Detailed by each 

agent): 

a. Login & Logout Time 

b. Average Speed of Answer Time 

c. Average Talk Time 

d. Average Handling Time 

e. Average Hold Time 

f. Average Wrap up time 

g. Number of Dropped Calls before Pickup 

h. Number of Dropped Calls after Pickup 

i. Idle Time 

j. Time Agent is Ready 

k. Outbound Calls - Destination Numbers & Duration 

l. Number of Emails Received 

m. Number of Call Backs 

n. No answer 

5. It should also be capable of generating customized reports/ MIS including graphical 

reports as per Purchaser’s requirement; Reports should also be available in webenabled 

format & should be configurable to be mailed to a defined mailing list. 

6. It should provide flexible report formats, in xls, txt or any other user-friendly 

structure including graphics from time to time. 

7. Standard reports(like IVRS,ACD etc) should be generated on hourly, daily, weekly, 

monthly, quarterly, half yearly and yearly. 

8. It should be integrated with portal (provided by CCO) which provides access to 



S. No. Functional Requirements –MIS(Management Information System) 

designated officers of purchaser for report generation. 

Non-Functional requirements 

a) User Access Management 

S. No. Non-Functional Requirements-User Access Management 

1. It should provide access to functions within modules restricted to authorized users. 

2. It should provide logging by unique user id and password. 

3. Users access should be restricted to different levels as program, module, 

transaction, etc 

4. System should notify security administrator of unauthorized access or attempted 

access and record in a log with reporting 

5. System should provide multilevel security at agent, supervisors, administrator level 

6. System should allow for administration of system users including: 

a) Add new users 

b) Delete existing users 

c) Modify user profile and preferences (standard phrases, vacation mode) 

7. System should allow for administration of content (categories/response templates) 

including: 

a) Add new categories/response templates 

b) Delete categories/response templates 

c) Modify categories/response templates (text) 

8. System should allow for administration of e-mail processing (queues/rules) 

including: 

a) Add new rules to properly route and categorize messages 

b) Add new queues as organizational structure changes 

c) Change dynamics of queues as needed (i.e. timeout parameters, escalation, 

assigned users, queue priority) 

9. Supervisors, administrators and other appropriate persons(participating 

departments official) can be set up with the software needed to run reports 

10. System should be able to support role based access control 

11. The solution should have the ability to provide multi-level access management. The 

following should be provided:- 

User identification; 

Limitation of user rights to perform operations; 

Data confidentiality provision; 

User actions audit and protocols 



S. No. Non-Functional Requirements-User Access Management 

12. The system should have the ability to provide user and user group authorization 

administration tool to assign security levels to functions and data, and allow the 

access by users / by groups with valid security level only 

13. The system should have the ability to assign activities to roles, and map roles to 

users 

14. Users should not be allowed to access the database directly 

15. System should allow providing access level security for reports at Field level - show 

/ hide 

16. System should provide centralized repository of all identification and access control 

data 

17. System should have ability to provide access level security for Entry forms at Field 

level - allow, Read only, Hide 

18. It should support of LDAP (Lightweight Directory Access Protocol) to allow systems 

access to the directory 

b) Audit Trail 

S. No. Non-Functional Requirements-Audit Trail 

1. The system should allow archiving of queries which shall include both text and voice 

recording. Audit trail of archival with time and date stamp, will be automatically 

maintained by the system. 

2. The system should allow recovery of data in case of hardware failure and data 

corruption. It should be able to perform recovery to a point of time, to known backup 

database. 

3. The system should ensure that the audit files are stored in un-editable formats 

4. The system should be capable of providing Audit Trail: Audit trail of Time Stamp & 

User ID stamp for the following:- 

a) Service Name 

b) Status of the Query 

c) Caller Mobile Number 

5. The system should maintain audit trail of any update in the status of the query. 

6. It should be possible to audit users at the form level, user level and at the 

organizational role level 

7. Audit system should be centralized, secured and should provide detail insight in 



S. No. Non-Functional Requirements-Audit Trail 

audit data (who did what, to what data and when) 

8. The system should enforce separation of duties between auditors and administrator 

9. The system should provide direct access to the auditor's to view audit reports and 

should be able create custom reports 

10. The system should have the ability to identify users that have exploited access 

privileges, identify root causes of conflicts and be capable of interrogating the security 

log 

c) Security- 

S. No. Non-Functional Requirements –Security 

1. The system should be capable of providing Authorization by the User Name, User 

Role 

2. The system should be capable of providing One user multiple roles and vice versa 

3. The system should be capable of providing automatic timeout for user (log out) 

4. The system should be able to allow definition of rules for password composition and 

password encryption. 

5. System should support configurable password policies including 

Password expiry Password history and reuse policy 

6. Session limits must exist for the application. For each session type, there must be 

limits the maximum time length of an idle session 

7. System should allow proxy users. For example, an executive can designate an 

assistant as a proxy, allowing that assistant to create, edit transactions on behalf of 

that executive. 

The audit thereafter should state that the action was performed by the proxy user 

on behalf of a particular user 

8. System should display an appropriate warning message upon user logon. The 

warning message need not include the following four general elements verbatim but 

must convey the same meaning:- 

a) Use of system constitutes the user's consent to monitoring. 

b) Use of system is limited to official Login use only. 

c) Notice that this is a Login system 

9. The database should support role based access control, user based privileges 

10. The system should have the option to encrypt data before transferring over a 



S. No. Non-Functional Requirements –Security 

network. 

11. The system should have the option to encrypt the data stored in the database 

d) Data Network - 

S. No. Non-Functional Requirements –Data Network 

1. System should provide Fail Safe Data Network to transport data, voice, web etc to 

Contact Centre location with adequate bandwidths 

2. Network security should be maintained by having password and audit control on 

Network equipment 

3. Internet connectivity should be restricted (i.e. only necessary sites are accessible). 

e) Archival- 

S. No. Non-Functional Requirements –Archiving 

1. The system should be able to archive data, based on user specified parameters (i.e. 

data range) and restore archival data when required 

2. The system should support change in database and should able to retrieve the 

archived data. 

f) Availability 

S. No. Non-Functional Requirements –Availability 

1. The system uptime should be 99.7 % during working hours( 8 am to 8 pm across 7 

days) 

2. The dashboards and the management platforms components need to be available 

for 90% of the time. 

g) Scalability 

S. No. Non-Functional Requirements –Scalability 

1. The solution should be highly scalable and capable of delivering high performance 



S. No. Non-Functional Requirements –Scalability 

as & when transaction volumes/ callers increases without compromising on the 

response time 

h) Performance 

S. No. Non-Functional Requirements –Performance 

1. The solution should be able to deliver high performance as & when transaction 

volumes/ calls increases without compromising on the response time. System 

components should be able to take load during peak hours of the contact centre. 

2. The user needs to be able to launch the application quickly and log into the 

application with minimal latency time. 

i) Workflow 

S. No. Non-Functional Requirements –Workflow 

1. The solution should have the ability to support automated workflow designed to 

address needs of business users 

2. The solution should have the ability to support multiple workflow paths that are 

automatically selected based on request/user attributes, including escalation paths 

3. The solution should support standard work flow languages 

4. The workflow should have a rules engine that allows rules to be created to define 

query resolution hierarchies 

5. It should be possible to create workflow diagrams that can be shared with 

participating departments to verify the workflow 

6. The workflow should provide a drag and drop GUI based single/ common design 

tool to define and alter business process across all modules of the Solution 

7. It should be possible to define the process hierarchies top down or bottom up to 

support distributed workflow process definition 

8. There should be no limit on the hierarchy levels that can be defined 

9. It should have workflow with the ability to define business rules without the need 

for programming, including alerts and trigger 

10. The workflow should interface with email system supporting SMTP for sending out 




answers to queries and IMAP for receiving the queries 

j) Back up 


1. The solution should support the back up and recovery of the data 

k) Antivirus 


1. Firewall and IDS/IPS protection should be in place 

2. Proper Antivirus security with centralized updates 

l) EMS 


1. It should support the monitoring of the entire transaction infrastructureapplication 

and web servers, messaging middleware and databases end to end. 


ANNEXURE 6- INDICATIVE CALL FLOW AT CCC 

The typical call flow shall be as in the process diagram below: 

Citizens calls citizen contact 

centre’s toll free number 

Has the customer 

query been resolved 

through IVR? 

Yes 

Call ended 

Is citizen available 

with CCC database 

Yes 

No 

Record personal details 

of the citizen 

No 

Has the call landed 

between 8 am to 8 

pm? 

No 

IVR message played to 

inform caller of window of 

operations and other 

access channels 

Is call for services 

provided under CCC? 

No 

Agent transfers the call 

to other call centre/ 

provides the concerned 

dept contact no to 

citizen 

Yes 

Call landed at available 

agent 

Yes 

Call ended 

Is call for informational 

or grievance services ? 

Grievance 

forwarded(via email) & 

informed(via phone/ 

SMS) to concerned 

dept official 

Call Escalation matrix & time 

depend on participating depts 

Agent file grievance in 

e-sugam application 

Grievance 

Unique Request No generated. 

Shared with citizen (email, 

Phone, SMS) 

Informational 

No 

Is Query answered 

by agent? 

Grievance 

Closure 

Process 

Forward(via email)& 

informed(via phone/ 

SMS) query to 

concerned dept official 

Log a query under call 

centre application 

Yes 

Record the call & Close 

the call 

The call lands at the IVR of the CCC where the caller is greeted in Hindi and prompted to choose 

one of the two languages- Hindi or English. Based on language selcetion, the call lands at the next 

available agent in the respective queue. If the customer is registered with the CCC using the 

number he/she is calling from, the customer information will be displayed on the screen of the 

agent. Else, agent captures information of the customer and adds him/ her to the CRM database. 

In case, customer is registered using a different number, his new number is updated in his profile 

after confirmation from him/ her. Thereafter, natuare of customer’s call is ascertained. 



Case I: Service request is for Informational services provided 

The primary source of information for the agents shall be the CRM database. The call flow follows 

the below mentioned process:- 

a) Agents will access the FAQs (Knowledge Management System) created by the CCO while 

answering the citizens’ queries. 

b) If a call centre agent is unable to answer any query then a call will be logged for the 

information requested by the citizen. The application shall automatically generate the 

unique service request number for the unresolved query. The unique service request 

number shall be forwarded to the nodal officer of the concerned department through 

email. The same service request number shall be shared with the citizen through SMS 

and/or email (as available) for further tracking of the request. Agent will also call the 

nodal officer of the concerned department and inform about the query raised against the 

department. 

c) For the unresolved queries, there shall be a separate escalation matrix for each 

participating departments. The escalation matrix and time resolution for the unresolved 

queries shall be finalized for each service after discussions between RISL and relevant 

Departments before the Go-Live of CCC Services. SLAs of the CCO shall not take into 

account the time taken by a Department in responding to queries for manual 

applications, ie, for queries where the CCO does not have online /database access to 

query information and is dependent on the relevant department to manually search for 

the information requested by a citizen. 

d) The concerned department officer may also call the call centre agent and answer the 

raised query. The call shall be recorded for future reference purpose. 

e) The CCO agent shall then call the concerned citizen and answer the query. The CCO 

agent shall close the call in the call centre application. A call is considered to be closed 

only when the query(s) have been answered by the agents and a confirmation has been 

obtained verbally from the citizen to close the call. 

In cases where a citizen asks for information regarding a department whose services are not 

being provided at CCC currently, based on appropriate procedures defined, the agent may 

provide the relevant contact information of the concerned department to the citizen or transfer 

the call to the concerned call centre after permission from the customer. 

Case II: Service request is for Grievance services provided under CCC 

Grievances are logged through existing e-sugam application and the agents shall be given access 

to the same for recieving citizen grievances and logging the same in the e-Sugam application. The 

call flow follows the below mentioned process:- 



a) The CCO Agent shall access the e-sugam application through his/ her log in. The CCO 

agent shall fill the application form under e-sugam application. The e-Sugam shall 

automatically generate the unique service request number for the filed grievance and the 

grievance shall be dealt as per process defined under e-Sugam with regular followups 

from the CCO. The unique service request number shall be forwarded to the nodal 

officer of the concerned department thorugh email. 

b) The agent shall also log the call for grievance in the CRM database of the CCO and a 

second unique number which is specific to the CCO shall be generated and given to the 

citizen. Both the service request numbers shall be shared with the citizens, through SMS 

and/or email for further tracking of the request. Agent will also call the nodal officer of 

the concerned department and inform about the grievance filed against the department. 

c) The escalation matrix and time resolution for the unaddressed grievances shall be 

finalized after discussions between RISL and relevant Departments before the Go-Live of 

CCC Services. 

d) The concerend department officer may also call the call centre agent and answer/ update 

the status of the filed grievance. The call shall be recorded for future reference purpose. 

e) The CCO agent shall then call the concerned citizen and answer/update about the 

grievance. The CCO agent shall close the call in the call centre application. 

Case III: Service request is for other Government call centre 

a) In such cases, the call shall be forwarded to the other call centre after permission from 

the customer. However, this facility shall be available only for the identified set of call 

centres which include both Centre as well as State level centres. In case the concerned 

department does not have a call centre, the agent may, based on the procedures defined, 

provide relevant contact information of the department/ service owner to the citizen. 

b) In such cases, all the SLAs, call charges, terms and conditions, etc of the respective 

centres shall be applicable and the role of CCC shall only be restricted to forwarding of 

the call. 

c) All the interaction details of calls shall be updated and saved in the CRM database. This 

database shall enable the agent to recognize and provide a more personalized service to 

the citizen during his / her next call 

d) The solution provided to the CCO's by the relevant department, shall be recorded by the 

CCO for audit purposes. All citizen queries resolved to by the CCAs shall be 

communicated to the citizens through outbound calls to the citizens 



ANNEXURE 7- TEAM PROFILE AND TRAINING REQUIREMENTS 

Team Profile- Educational Qualifications and Experience Requirements 

It is proposed that the team at CCC shall constitute of agents, project managers and content 

managers with the following profiles: 

a) Project manager - The Project Manager shall be responsible for overall operations of 

CCC and shall be the single point of contact with State Nodal Agency and State 

Departments. The individuals designated to perform the role of Program Manager/ 

Project manager should have adequate relevant experience in managing operations of 

such scale. The responsibilities include managing CCC operations by interfacing with 

internal operational and technical staff to ensure successful conduct, provide inputs and 

recommendations where applicable and maintain quality assurance. 

The educational qualifications and experience requirement of a project manager shall be 

at minimum as follows: 

Educational Experience Criteria 

Certifications 

Qualifications 

Any graduate with Minimum 7 years of overall PMP or PRINCE2 

MBA (Preferably in experience 

certified 

operations) 

At least 2 years in operations in 

ITeS/ Call centre industry 

b) Agents- Agents shall be the primary point of contact for all citizen interactions and shall 

be responsible for quality service to citizens. Agent functions include, but not limited to, 

handling citizen contact via Telephone, email service the request (both informational 

and transactional), update the database, escalate calls to the department, etc. The 

educational qualifications and experience requirement of an agent shall be at minimum 

as follows: 



Any graduate with Minimum of 1 years of operations 

proficiency in both (Calling) experience in call centre 

English and Hindi inductry 

c) Content Manager – Content Managers shall be responsible for development of content 

for CCC across departments and their services. Content manager may act as a 

supervisor/team lead for assigend agents under him. Content Managers shall also act as 



bridges between the CCC and the various participating departments. The educational 

qualifications and experience requirement of a project manager shall be at minimum as 

follows: 



Any graduate with Minimum 3 years of overall 

MBA and proficiency 

in both English and 

Hindi 

experience 

Minimum 1 year experience in 

working with the Government 

sector 

d) Software Developers: Based on the customization needs of RISL, services of software 

development may be required during the course of the project. For this purpose, the 

CCO shall be required to provide software development resources which are competent 

to undertake the work assigned. While the cost of such resources has not been requested 

for in this bid and will not be taken into consideration for calculation of L1, it has been 

decided that RISL shall benchamrk resources against the empanelment done by UIDAI, 

GoI for software solution providers (Tier-III). As per the same, the qualification and 

experience criteria of a software developer shall be as follows: 

Resource Educational Qualifications Experience Criteria 

Developer BE/B.Tech/MCA with 1 Year (in software development 

specialisation in computers projects) 

Sr. Developer BE/B.Tech/MCA with 3 Years (in software development 

specialisation in computers projects) 

Software Designer BE/B.Tech/MCA with 5 Years (in software deSigning for 

specialisation in computers large software development projects) 

Project Manager Should be a graduate in any 

discipline with MBA degree 

Minimum 7years of working in a 

BPO/ Call Center set up in customer 

support 

Training Requirements 

In order to ensure customer satisfaction and maintenance of other SLAs as well, it is important 

that appropriate training are provided to the agents before they start taking/ making calls to 

the customers. In this regard, it is envisaged that appropriate training shall be provided by the 

CCO to its staff. The salient features of the training program at CCC will be: 



a) Develop, conduct and maintain a comprehensive and continuous training program 

providing agents with the appropriate knowledge and current information to perform 

services required. 

b) Ensure that all staff is trained in state and local policies, procedures and department 

operations, with approval/agreement by the State 

c) Develop and update training manuals and training records on regular intervals 

d) Provide copies of all training materials to Purchaser on an ongoing basis 

e) Implement a procedure and schedule for ongoing training, refresher training 

f) Conduct training that shall include (but not be limited to): 

Sensitivity awareness training 

Projecting positive and helpful attitude 

Communicating with confidence and competence 

Adhere to confidentiality policies and procedures 

Customer Service Enhancement 

g) Any training required for addition of new services and certain familiarization 

throughout the term of the contract shall be at the cost and responsibility of CCO. 

h) Training shall consist of, at a minimum: 

Introduction and purpose of the services 

History or background information 

Familiarity, Call content 

Script familiarity 

Role-play activities 

Production and Quality measurement criteria 

Oral Quiz 

Written test 

Review 



ANNEXURE-8: PRE-BID QUERIES FORMAT {to be filled by the bidder} 

Name of the Company/Firm: 

Tender Fee Receipt No. __________________Dated____________for Rs. 

________________/- 

Name of Person(s) Representing the Company/ Firm: 

Name of Person Designation Email-ID(s) Tel. Nos. & Fax 

Nos. 

Company/Firm Contacts: 

Contact Person(s) Address for 

Correspondence 

Email-ID(s) Tel. Nos. & Fax 

Nos. 

Query / Clarification Sought: 

S.No. 


Page 

No. 


Clause 

No. 

Clause Details Query/ Suggestion/ 

Clarification 

Note: - Queries must be strictly submitted only in the prescribed format (.XLS/ .XLSX/ 

.ODF). Queries not submitted in the prescribed format will not be considered/ responded at 

all by the tendering authority. Also, kindly attach the coloured scanned copy of the receipt 

towards the submission of the bidding/ tender document fee. 



ANNEXURE-9: TENDER FORM {to be filled by the bidder} 

1) Addressed to: 

Name of the Tendering 

Authority 

Address 

Managing Director 

RajCOMP Info Services Limited (RISL) 

C-Block, I st Floor, Yojana Bhavan, Tilak Marg, 

Jaipur (Rajasthan) – 302005 

Telephone 5101313, 2229394 

Tele Fax 0141-2228701 

Email 

info@rajcomp.net (clearly mention the NIT no. in 

the subject of the mail) 

2) Firm Details: 

Name of Firm 

Name of Contact Person with 

Designation 

Registered Office Address 

Address of the Firm 

Year of Establishment 

Type of Firm 

Put Tick( √ ) mark 

Public 

Limite 

d 

Private 

Limite 

d 

Partnershi 

p 

Proprietar 

y 

Telephone Number(s) 

Email Address/ Web site Email: Web-site: 

Fax No. 

Mobile Number 

Mobile: 

Certification/Accreditation/Affiliation 

, if Any 

3) The requisite tender fee amounting to Rs. ________/- (Rupees ) has been 

deposited vide receipt no. _______ dated ___________. 

4) The requisite RISL processing fee amounting to Rs. ________/- (Rupees ) has 

been deposited vide receipt no. _______ dated ___________. 

5) The requisite EMD amounting to Rs. ________/- (Rupees ) has been 

deposited vide Banker’s Cheque/ DD No. ___________ dated ___________. 

6) We agree to abide by all the terms and conditions mentioned in this form issued by the 

Empanelment Authority and also the further conditions of the said notice given in the 

attached sheets (all the pages of which have been signed by us in token of acceptance of the 

terms mentioned therein along with stamp of the firm). 

Date: 

Name & Seal of the firm: ________________________ 

Authorized Signatory: ___________________________ 



ANNEXURE-10: BIDDER’S AUTHORIZATION CERTIFICATE {to be filled by the 

bidder} 

To, 

{Tendering Authority}, 

______________________________, 

______________________________, 

I/ We {Name/ Designation} hereby declare/ certify that {Name/ Designation} is hereby 

authorized to sign relevant documents on behalf of the company/ firm in dealing with Tender/ 

NIT reference No. ______________________ dated _________. He/ She is also 

authorized to attend meetings & submit technical & commercial information/ clarifications as 

may be required by you in the course of processing the Bid. For the purpose of validation, his/ 

her verified Signatures are as under. 

Thanking you, 

Name of the Bidder: - 

Verified Signature: 

Authorised Signatory: - 

Seal of the Organization: - 

Date: 

Place: 

Note: Please attach the board resolution / valid power of attorney in favour of person Signing 

this authorizing letter. 



ANNEXURE-11: SELF-DECLARATION – NO BLACKLISTING {to be filled by the 

bidder} 

To, 


______________________________, 

______________________________, 

In response to the Tender/ NIT Ref. No. _____________________________ dated 

___________ for {Project Title}, as an Owner/ Partner/ Director of 

________________________________________, I/ We hereby declare that 

presently our Company/ firm ___________________, at the time of bidding, is having 

unblemished record and is not declared ineligible for corrupt & fraudulent practices either 

indefinitely or for a particular period of time by any Central/ State/ Semi-Government/ or 

other Govt. subsidiaries including autonomous bodies in India. 

If this declaration is found to be incorrect then without prejudice to any other action that may 

be taken, my/ our security may be forfeited in full and our bid, to the extent accepted, may be 

cancelled. 

Thanking you, 




Date: 

Place: 



ANNEXURE-12: CERTIFICATE OF CONFORMITY/ NO DEVIATION {to be filled by 

the bidder} 

To, 


______________________________, 

______________________________, 

CERTIFICATE 

This is to certify that, the specifications of Hardware & Software which I/ We have mentioned 

in the Technical bid, and which I/ We shall supply if I/ We am/ are awarded with the work, are 

in conformity with the minimum specifications of the Tender/ bidding document and that 

there are no deviations of any kind from the requirement specifications. 

Also, I/ we have thoroughly read the tender/ bidding document and by signing this certificate, 

we hereby submit our token of acceptance to all the tender terms & conditions without any 

deviations. 

I/ We also certify that the price I/ we have quoted is inclusive of all the cost factors involved in 

the end-to-end implementation and execution of the project, to meet the desired Standards set 

out in the Tender/ bidding Document. 

Thanking you, 




Date: 

Place: 



ANNEXURE-13: MANUFACTURER’S AUTHORIZATION FORM (MAF) 

{To be filled by the OEMs and to be signed by the authorized signatory. Evidence to substantiate that 

the signatory is an authorized signatory has to be attached.} 

To, 


______________________________, 

Subject: Issue of the Manufacturer’s Authorisation Form (MAF) 

Reference: NIT/ RFP Ref. No. _____________________ dated ________ 

Sir, 

We {name and address of the OEM} who are established and reputed original equipment 

manufacturers (OEMs) having factories/ offices at {addresses of manufacturing/ office 

location} do hereby authorize {M/s __________________________} who is our 

{Distributor/ Channel Partner/ Retailer/ Others } to bid, negotiate and 

conclude the contract with you against the aforementioned tender reference for the 

following Hardware/ Software manufactured by us: - 

{OEM will mention the details of all the proposed product(s) with their make/ 

model. OEM will also provide the complance sheet as provided in 19 of this 

RFP} 

We undertake to provide OEM Comprehensive Warranty (for hardware items)/ Technical 

Support Services (for software items) for the offered Hardware/ Software, as mentioned 

above and as per the RFP terms and conditions for two years and, if required, extendable 

by upto three years thereafter. 

Yours faithfully, 

For and on behalf of M/s (Name of the manufacturer) 

(Authorized Signatory) 

Name, Designation & Contact No.: 

Address: ___________________________________ 

Seal: 



ANNEXURE-14: UNDERTAKING ON AUTHENTICITY OF COMPUTER 

EQUIPMENTS 

{to be filled by the bidder (On Rs. 100/- Non-judicial stamp paper)} 

To, 


______________________________, 

Reference: NIT No. :___________________________________ Dated:__________ 

This has reference to the items being supplied/ quoted to you vide our bid ref. no. 

__________ dated ___________. 

We hereby undertake that all the components/ parts/ assembly/ software used in the 

equipment shall be genuine, original and new components /parts/ assembly/ software from 

respective OEMs of the products and that no refurbished/ duplicate/ second hand 

components/ parts/ assembly/ software are being used or shall be used. In respect of licensed 

operating system, we undertake that the same shall be supplied along with the authorized 

license certificate with our name/logo. Also, that it shall be sourced from the authorized source 

for use in India. 

In case, we are found not complying with above at the time of delivery or during installation, 

for the equipment already billed, we agree to take back the equipment already supplied at our 

cost and return any amount paid to us by you in this regard and that you will have the right to 

forfeit our EMD/ SD/ PSD for this bid or debar/ black list us or take suitable action against us. 

Authorized Signatory 

Name: 

Designation: 



ANNEXURE-15: COMPONENTS OFFERED – BoM {to be filled by the bidder} 

Please fill the following BOM for all the offered components. 

S. 

No. 

Product Details 

(make and model) 

Detailed 

Technical 

Specification 

Reference in 

proposal** 

1. {Item No. xx} 


OEM Details 

(Name, Address, 

E-Mail, Mobile 

Nos.) 

Deviation from 


(Y/N) 

(Provide details if 

No) 


** Please attach detailed specifications (preferably OEM Product Datasheet) and provide 

reference number in this column. (Deviations, if any, should be appropriately mentioned & 

highlighted in the compliance/ deviation column of the respective table) 



Annexure-16: FINANCIAL BID FORMAT {to be filled by the bidder in BoQ (.XLS file) on 

eProc website with a Cover Letter on his letter head} 

To, 

The Managing Director, 


Yojana Bhawan, Tilak Marg, C-Scheme, 

Jaipur (Raj.) 

Reference: NIT No. :___________________________________ Dated:__________ 

Dear Sir, 

We, the undersigned bidder, Having read & examined in detail, the Bidding Document, the 

receipt of which is hereby duly acknowledged, I/ we, the undersigned, offer to supply/ work as 

“System Integrator/ Implementing Agency” as per the defined Scope of the work & in 

conformity with the said bidding document for the same. We hereby offer our best price as per 

the details below and shall be valid as per the details mentioned in the NIT. 

I / We undertake that the prices are in conformity with the specifications/ requirements 

prescribed. The price quotes is inclusive of all cost likely to be incurred for executing this work. 

The prices are inclusive of all type of govt. taxes/duties. 

I / We undertake, if our bid is accepted, to deliver the goods & services in accordance with the 

requirements of RISL. 

I/ We hereby declare that, in case, the contract is awarded to us, we will submit the 

performance security of Rs. _________________ for the due performance of contract and 

in the form prescribed by RISL. 

I / We agree to abide by this bid for a period of ______ days after the last date fixed for bid 

submission and it shall remain binding upon us and may be accepted at any time before the 

expiry of that period. 



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

acceptance thereof and your notification of award shall constitute a binding Contract between 

us. 

I/ We hereby declare that our bid is made in good faith, without collusion or fraud and the 

information contained in the bid is true and correct to the best of our knowledge and belief. 

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

We agree to the terms & conditions mentioned in the bidding document. 

Date: 

Authorized Signatory 

Name: 

Designation: 



Pricing Table 

TABLE 1: CAPITAL EXPENDITURE (CAPEX) COSTING 

S. 

No 

. 

Compone 

nt 

Quantity 

Unit rate 

(in. Rs.) 

includin 

g Govt 

levied 

taxes 

and 

excludin 

g 

Rajastha 

n VAT 

and 

Service 

tax 


VAT on 

Unit 

Rate(colum 

n 4) 

Service tax 

on Unit 

rate(colum 

n 4) 

Total Unit 

rate 

(INR) 

Total 

Cost 

(A) 

1 2 3 4 5 5 7=4+5+6 8=3x7 

1. 

2. 

3. 

4. 

5. 

6. 

7. 

8. 

ACD-IVRS- 

Recording 

server 

(with two 

year 

warranty) 

CTI 

Integration 

server 

(with two 

year 

warranty) 

CRM (For 

upto 50 

users) 

CTI and 

ACD 

IVRS 

solution 

Recording 

Solution 

Back upstorage 

manager 

EMS- 

Client 

server 

Hardware 

2 

1 

50 

9. Antivirus- 1 

Software (with perpetual licenses) 

1 

1 

1 

1 

1 



S. 

No 

. 

Compone 

nt 

Quantity 

Unit rate 

(in. Rs.) 

includin 

g Govt 

levied 

taxes 

and 

excludin 

g 

Rajastha 

n VAT 

and 

Service 

tax 


VAT on 

Unit 

Rate(colum 

n 4) 

Service tax 

on Unit 

rate(colum 

n 4) 

Total Unit 

rate 

Total 

Cost 

(A) 

1 2 3 4 5 5 7=4+5+6 8=3x7 

Client 

server 

Hardware 

Total Cost A 

TABLE 2: OPERATING EXPENDITURE (OPEX) COSTING 

Per 

Quantit seat Service Total per 

Total 

y cost and seat cost 

Description 

cost per 

per applicabl per 

month 

mont e tax month 

h 

Contract 

duration 

(months) 

(INR) 

Total cost 

for project 

duration (B) 

1 2 3 4 5=3+4 6=2x5 7 8=6x7 

Per Seat cost 

for operating 

call centre for 

RISL as per 

scope of work 

defined in 


50 

24 



Table 3: ADDITIONAL PERPETUAL LICENSES (C) 

S. 

No. 

Compon 

ent 

Quantit 

y 

Unit rate (in. 

Rs.) 

including 

Govt levied 

taxes and 

excluding 


VAT and 

Service tax 


VAT on Unit 

Rate(Column 

4) 

Service tax 

and 

applicable 

taxes on 

Unit 

rate(column 

5) 

Total 

Unit 

rate 

(INR) 

Total 

Cost 

(C) 

1 2 3 4 5 6 

7=4+5+ 

6 

8=3x7 

1 

CRM 

(For 50- 

100 users) 


50 

Table 4: ADDITIONAL WARRANTY AND ANNUAL TECHNICAL SUPPORT 

SERVICES (W) (will be purchased by RISL on need basis) 

S. No. Cost Component No of years(beyond 

two years go-live) 

Unit Rate for 

annual additional 

warranty/ Annual 

Technical Support 

per year 

(INR) 

Total Cost 

1 2 3 4 5=3x4 

Hardware (Warranty) 

1 ACD-IVRS- Recording 

2 

server 

2 CTI Integration server 2 

Software (Annual Technical Support) 

3 CRM 2 

4 CTI and ACD 2 

5 Recording solution 2 

6 IVRS solution 2 

7 Back upstorage 

2 

manager 

8 EMS- Client server 2 

9 Antivirus-Client 

server 

2 

Total Cost W 



Table 5: Total Cost 

S. No. Cost Component 

Multiplication 

Factor 

1 2 3 

1 Capital Expenditure (C) 1 

2 

Operating Expenditure 

(O) 

3 Additional Licenses (A) 0.20 

4 

Additional Warranty 

and Annual Technical 

Support Services (W) 

1 

1 

(INR) 

Total cost Cost for L1 calculation 

(T) 

4 5=3x4 

 

 

 

 

Total 

Note: 

a. L1 shall be decided based on Total Cost T discovered above in Table 5 

L1 will be the successful bidder with least commercial quote (T) and as decided by 

RISL post bid evaluation. 

b. All quotes in Table 1 (Capex costing) should be inclusive of all applicable taxes 

including Rajasthan VAT and service tax 

c. All software to be quoted with minimum licenses of 50, expandable to 100 

d. All quotes in Table 2 (Opex costing) should be per seat per month inclusive of Team 

Leader Charges & other supervisory charges 

e. Please note that the purpose of bid evaluation, the total costing is being considered for 

50 seats. Initially starting with minimum 20 seats, the requirement at CCO may 

increase up to 100 seats during the contract period based on requirement. 

f. Taxes shall be applicable at prevailing rates 



Annexure-17: BANK GUARANTEE FORMAT {to be submitted by the bidder’s bank} 

BANK GUARANTEE FORMAT – EARNEST MONEY DEPOSIT (EMD) 

(To be stamped in accordance with Stamp Act and to be issued by a Nationalised/ Scheduled 

bank having its branch at Jaipur and payable at par at Jaipur, Rajasthan) 

To, 


RajCOMP Info Services Ltd. (RISL), 

B-Block, Yojana Bhawan, Tilak Marg, 

C-Scheme, 

Jaipur-302005 (Raj). 

Sir, 

1. In aSirdance with your Notice Inviting Tender for vide 

NIT reference no. M/s. …………………………….. (Name & full address of the 

firm) (Hereinafter called the “Bidder”) hereby submits the Bank Guarantee to participate 

in the said tender as mentioned in the RFP document. 

It is a condition in the tender documents that the Bidder has to deposit Earnest Money 

amounting to in respect to the tender, 

with RISL, Ist Floor Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur, Rajasthan (hereinafter 

referred to as “RajCOMP Info Service Ltd.(RISL)”) by a Bank Guarantee from a 

Nationalised Bank/ Scheduled Commercial Bank having its branch at Jaipur irrevocable 

and operative till the bid validity date (i.e. days from the date of 

submission of tender). It may be extended if required in concurrence with the bid validity. 

And whereas the Bidder desires to furnish a Bank Guarantee for a sum of to the RISL as earnest money deposit. 

2. Now, therefore, we the ……………………………….…… (Bank), a body corporate constituted 

under the Banking Companies (Acquisition and Transfer of Undertaking) Act. 1969 

(delete, if not applicable) and branch Office at…………………... (hereinafter referred to as the 

Guarantor) do hereby undertake and agree to pay forthwith on demand in writing by the 

RISL of the said guaranteed amount without any demur, reservation or recourse. 

3. We, the aforesaid bank, further agree that the RISL shall be the sole judge of and as to 

whether the Bidder has committed any breach or breaches of any of the terms costs, 

charges and expenses caused to or suffered by or that may be caused to or suffered by the 

RISL on account thereof to the extent of the Earnest Money required to be deposited by the 

Bidder in respect of the said Tender Document and the decision of the RISL that the 

Bidder has committed such breach or breaches and as to the amount or amounts of loss, 

damage, costs, charges and expenses caused to or suffered by or that may be caused to or 

suffered by the RISL shall be final and binding on us. 



4. We, the said Bank further agree that the Guarantee herein contained shall remain in full 

force and effect until it is released by the RISL and it is further declared that it shall not be 

necessary for the RISL to proceed against the Bidder before proceeding against the Bank 

and the Guarantee herein contained shall be invoked against the Bank, notwithstanding 

any security which the RISL may have obtained or shall be obtained from the Bidder at any 

time when proceedings are taken against the Bank for whatever amount that may be 

outstanding or unrealized under the Guarantee. 

5. Any notice by way of demand or otherwise hereunder may be sent by special courier, telex, 

fax, registered post or other electronic media to our address, as aforesaid and if sent by 

post, it shall be deemed to have been given to us after the expiry of 48 hours when the 

same has been posted. 

6. If it is necessary to extend this guarantee on account of any reason whatsoever, we 

undertake to extend the period of this guarantee on the request of our constituent under 

intimation to you. 

7. The right of the RISL to recover the said amount of from us in manner aforesaid will not be precluded/ affected, even if, disputes 

have been raised by the said M/s. ……….………………(Bidder) and/ or dispute or disputes are 

pending before any court, authority, officer, tribunal, arbitrator(s) etc.. 

8. Notwithstanding anything stated above, our liability under this guarantee shall be 

restricted to and our guarantee shall 

remain in force till bid validity period i.e. days from the last date of bid 

submission and unless a demand or claim under the guarantee is made on us in writing 

within three months after the Bid validity date, all your rights under the guarantee shall be 

forfeited and we shall be relieved and discharged from all liability thereunder. 

9. This guarantee shall be governed by and construed in aSirdance with the Indian Laws and 

we hereby submit to the exclusive jurisdiction of courts of Justice in India for the purpose 

of any suit or action or other proceedings arising out of this guarantee or the subject 

matter hereof brought by you may not be enforced in or by such count. 

10. We hereby confirm that we have the power/s to issue this Guarantee in your favor under 

the Memorandum and Articles of Association/ Constitution of our bank and the 

undersigned is/are the recipient of authority by express delegation of power/s and 

has/have full power/s to execute this guarantee under the Power of Attorney issued by the 

bank in your favour. 

Date ………………… (signature) ………………………………………. 

Place ………………… (Printed Name) …………………………………. 

(Designation) …………………………………… 

(Bank’s common seal) …………………………. 



In presence of: 

WTTNESS (with full name, designation, address & official seal, if any) 

(1) ……………………………………… 

……………………………………… 

(2) ……………………………………… 

……………………………………… 

Bank Details 

Name & address of Bank : 

Name of contact person of Bank: 

Contact telephone number: 

GUIDELINES FOR SUBMISSION OF BANK GUARANTEE 

The Bank Guarantee shall fulfil the following conditions in the absence of which they cannot 

be considered valid: - 

1. Bank Guarantee shall be executed on non- judicial stamp paper of applicable value 

purchased in the name of the bank. 

2. Two persons should sign as witnesses mentioning their full name, designation, address 

and office seal (if any). 

3. The Executor (Bank Authorities) may mention the power of attorney No. and date of 

execution in his/ her favour authorizing him/ her to CCOgn the document. The Power of 

Attorney to be witnessed by two persons mentioning their full name and address. 

4. The Bank Guarantee should be executed by a Nationalised Bank/ Scheduled Commercial 

Bank only. 

5. Non – Judicial stamp paper shall be used within 6 months from the date of Purchase of the 

same. Bank Guarantee executed on the non-judicial stamp paper after 6 (six) months of 

the purchase of such stamp paper shall be treated as non-valid. 

6. The contents of Bank Guarantee shall be strictly as per format prescribed by RISL 

7. Each page of Bank Guarantee shall bear signature and seal of the Bank and B.G. number. 

8. All corrections, deletions etc. in the Bank Guarantee should be authenticated by signature 

of Bank Officials signing the Bank Guarantee. 

9. Bank should separately send through registered post/courier a certified copy of Bank 

Guarantee, mentioning Bid reference, Bid title and bidder name, directly to the Purchaser 

at the following address: 



BANK GUARANTEE FORMAT – PERFORMANCE SECURITY (PBG) 

(To be stamped in aSirdance with Stamp Act and on a Stamp Paper purchased from Rajasthan 

State only and to be issued by a Nationalised/ Scheduled bank having its branch at Jaipur and 

payable at par at Jaipur, Rajasthan) 

To, 


RajCOMP Info Services Ltd. (RISL), 

Jaipur. 

1. In consideration of the RajCOMP Info Services Ltd. (RISL) (hereinafter called "RISL") 

having agreed to exempt M/s ..........................(hereinafter called "the said Contractor(s)" 

from the demand, under the terms and conditions of an Agreement 

No..................................dated .....................made between the RISL through Director (T) 

and .......................(Contractor) for the work .................(hereinafter called "the said 

Agreement") of Security Deposit for the due fulfillment by the said Contractor (s) of the 

terms and conditions contained in the said Agreement, on production of a Bank Guarantee 

for Rs...................(rupees ........................................only), we ...................(indicate the name 

of the Bank), (hereinafter referred to as "the Bank") at the request of 

..................Contractor(s) do hereby undertake to pay to the RISL an amount not exceeding 

Rs...................(Rupees..................................only) on demand. 

2. We................. (Indicate the name of Bank), do hereby undertake to pay Rs.................... 

(Rupees............................only), the amounts due and payable under this guarantee without 

any demur or delay, merely on a demand from the RISL. Any such demand made on the 

bank by the RISL shall be conclusive as regards the amount due and payable by the Bank 

under this guarantee. The Bank Guarantee shall be completely at the disposal of the RISL 

and We....................... (Indicate the name of Bank), bound ourselves with all directions 

given by RISL regarding this Bank Guarantee. However, our liability under this guarantee 

shall be restricted to an amount not exceeding Rs...................... (Rupees....................only). 

3. We.......................(indicate the name of Bank), undertake to pay to the RISL any money so 

demanded notwithstanding any dispute or disputes raised by the contractor(s) in any suit 

or proceeding pending before any Court or Tribunal or Arbitrator etc. relating thereto, our 

liability under these presents being absolute, unequivocal and unconditional. 

4. We.....................(indicate the name of Bank) further agree that the performance guarantee 

herein contained shall remain in full force and effective up to and that it shall 

continue to be enforceable for above specified period till all the dues of RISL under or by 

virtue of the said Agreement have been fully paid and its claims satisfied or discharged or 

till the RISL certifies that the terms and conditions of the said Agreement have been fully 

and properly carried out by the said Contractor(s) and aSirdingly discharges this guarantee. 

5. We ...........................(indicate the name of Bank) further agree with the RISL that the RISL 

shall have the fullest liberty without our consent and without affecting in any manner our 

obligations hereunder to vary any of the terms and conditions of the said Agreement or to 

extend time of performance by the said Contractor(s) from time to time or to postpone for 

any time or from time to time any of the powers exercisable by the RISL against the said 

Contractor(s) and to forbear or enforce any of the terms and conditions relating to the said 

Agreement and we shall not be relieved from our liability by reason of any such variation, 

or extension being granted to the said Contractor(s) or for any forbearance, act or omission 

on the part of the RISL or any indulgence by the RISL to the said Contractor(s) or by any 



such matter or thing whatsoever which shall but for this provision, have effect of so 

relieving us. 

6. The liability of us ............................. (indicate the name of Bank), under this guarantee will 

not be discharged due to the change in the constitution of the Bank or the contractor(s). 

7. We .............................. (indicate the name of Bank), lastly undertake not to revoke this 

guarantee except with the previous consent of the RISL in writing. 

8. This performance Guarantee shall remain valid and in full effect, until it is decided to be 

discharged by the RISL. Notwithstanding anything mentioned above, our liability against 

this guarantee is restricted to Rs........................... (Rupees..............................only). 

9. It shall not be necessary for the RISL to proceed against the contractor before proceeding 

against the Bank and the guarantee herein contained shall be enforceable against the Bank 

notwithstanding any security which the RISL may have obtained or obtain from the 

contractor. 

10. We .............................. (indicate the name of Bank) verify that we have a branch at Jaipur. 

We undertake that this Bank Guarantee shall be payable at any of its branch at Jaipur. If 

the last day of expiry of Bank Guarantee happens to be a holiday of the Bank, the Bank 

Guarantee shall expire on the close of the next working day. 

11. We hereby confirm that we have the power(s) to issue this guarantee in your favor under 

the memorandum and articles of Association/constitution of our bank and the undersigned 

is/are the recipient of authority by express delegation of power(s) and has/have full 

power(s) to execute this guarantee for the power of attorney issued by the bank. 

Dated..........................day of....................For and on behalf of the (indicate the Bank) 

Signature 

(Name & Designation) 

Bank's Seal 

The above performance Guarantee is accepted by the RISL 

For and on behalf of the RISL 

Signature 

(Name & Designation) 



ANNEXURE-18: DRAFT AGREEMENT FORMAT 

{to be mutually signed by bidder and tendering authority} 

An agreement made this______ (enter date of Agreement)__between__(enter your firm’s 

name & address)__(hereinafter called "the approved supplier", which expression shall, where 

the context so admits, be deemed to include his heirs, successors, executors and 

administrators of the one part and the RISL which expression shall, where the context so 

admits, be deemed to include his successors in office and assigns of the other part. 

Whereas the approved supplier has agreed with the RISL to supply to the Managing Director, 

RISL, Yojana Bhawan, C-Scheme, Jaipur, Rajasthan on behalf of (enter name of client 

organisation) to its various Offices as well as at its branch offices throughout Rajasthan, all 

those articles set forth in our Work Order No. _________ Dated __________ appended 

hereto in the manner set forth in the conditions of the bidding document and contract 

appended herewith and at the rates set forth in the said order. 

And whereas the approved supplier has deposited a sum of Rs._____________ in the form 

of: - 

a) Cash/ Bank Draft No./ Banker Cheque/ Bank Guarantee 

No.____________________ dated._________ valid upto _____________. 

b) Post Officer Savings Bank Pass Book duly hypothecated to the Departmental authority. 

c) National Savings Certificates / Defence Savings Certificates / Kisan Vikas Patras or any 

other script / instrument under National Saving Schemes for promotion of Small 

Savings, if the same can be pledged under the relevant rule. (The certificates being 

accepted at surrender value) as security for the due performance of the aforesaid 

agreement which has been formally transferred to RISL. 

Now these Presents witness: 

1) In consideration of the payment to be made by the RISL through cheque/ DD at the 

rates set forth in the Work Order hereto appended the approved supplier will duly 

supply the said articles set forth in our Work Order No.___________ dated 

___/___/20___ thereof in the manner set forth in the NIT, Tender Form, Instructions 

to Bidders, Terms of Reference, General and Special Conditions of the Tender and 

Contract, Technical Bid and Financial Bid along with their enclosures. 

2) The NIT, Tender Form, Scope of Work, General and Special Terms & Conditions of the 

Tender and Contract, Technical Bid and Financial Bid along with their enclosures 

enclosed with the Tender Notice No._____ dated.___/___/20___ and also appended 



to this agreement will be deemed to be taken as part of this agreement and are binding 

on the parties executing this agreement. 

3) Letter Nos._______________ dated __________ received from {bidder} and 

letter Nos. _____________ Dated ____________ issued by the RISL and 

appended to this agreement shall also form part of this agreement. 

4) The RISL do hereby agree that if the approved supplier shall duly supply the said 

articles in the manner aforesaid observe and keep the said terms and conditions, 

the RISL will through cheque/ DD pay or cause to be paid to the approved supplier at 

the time and the manner set forth in the said conditions, the amount payable for each 

and every consignment. 

5) The mode of payment will be as specified in this bidding document/ work order. 

The prescribed scope of work/ requirement of services and deployment of technical resources 

shall be effected and completed within the period as specified in the Work Order. 

In case of extension in the delivery and/ or installation period/ completion period with 

liquidated damages, the recovery shall be made on the basis of following percentages of value 

of stores/ works which the bidder has failed to supply or complete the work. 

Delay in Go-Live: In case of delay in go-live beyond the timeline specified in Para 4.1.1.2, 

liquidated damages shall be applicable on Capital expenditure plus one equated quarterly 

payment for operating expenditure 

Condition LD % 

Delay of more than one month of the prescribed timeline of Go-live 2.5 % 

Delay of more than two months of the prescribed timeline of Go-live 5.0 % 

Delay of more than three month of the prescribed timeline of Go-live 7.5 % 

Delay of more than four months of the prescribed timeline of Go-live 10.0 % 

a) Fraction of a day in reckoning period of delay in supplies, successful installation and completion 

of work shall be eliminated if it is less than half a day. 

b) The maximum amount of liquidated damages shall be 10% of Capital Expenditure plus one 

equated quarterly payment 

c) If the supplier requires an extension of time in completion of contractual supply on account of 

occurrence of any hindrances, he shall apply in writing to the authority which had placed the 

supply order, for the same immediately on occurrence of the hindrance but not after the 

stipulated date of completion of supply. 

Delivery period may be extended with or without liquidated damages if the delay in the supply 

of goods in on account of hindrances beyond the control of the bidder. 

Warranty/ Services shall be provided by the bidder as per terms and conditions of the 

Contract. 



All disputes arising out of this agreement and all questions relating to the interpretation of 

this agreement shall be decided by the RISL and the decision of the RISL shall be final. 

In witness whereof the parties hereto have set their hands on the _____ day of_____ (Year). 

Signature of the Approved 

supplier/ bidder 

Signature for and on behalf of 

MD, RISL 

Designation: 

Date: 

Designation: 

Date: 

Witness No.1 

Witness No.2 

Witness No.1 

Witness No.2 



ANNEXURE 19- REQUIREMENTS COMPLIANCE SHEET 

I. Compliance for Hardware Items 

The compliance for hardware items is required for all items mentioned under hardware in 

Annexure 3 (Bill of Materials) of this RFP. 

Description 

Components Specifications Compliance 

(Y/N) 

Processor/ 

CPU 

Chipset 

RAM / Main 

Memory 

Min. 2 x Intel Xeon E7 2803 (Six Core) 1.73 GHz 

processors with 18MB cache, 64bit technology or higher 

Intel 7500 Chipset or better 

Minimum 128GB of PC3 10600 Registered ECC DDR 3 

RAM upgradeable upto 256GB 

Hard 

capacity 

type 

Disk 

& 

Min. 3 x 200 GB SFF Enterprise class SSD 

RAID 

Controller 

Network 

Interface 

Ports 

Graphics 

SAN 

Connectivity 

& HBA 

Compatible RAID Controller with 512 MB Cache for SSD 

and to be configured with RAID 5 

Minimum 2 x Gigabit Full-Duplex Ethernet ports W/TCP 

IP offload Engine & Wake On LAN feature 

Ports for Keyboard & Mouse, Min. 2 USB Ports, 1 Remote 

Management Port 

Integrated standard graphics controller 

2 x 8 Gbps FC HBA PCI-X/PCI-e based required to 

configure redundant SAN adapters. 

Form Factor Rack Mountable (note more than 4U) 

Free Slots 

Removable 

Min. 2 Free 64 bit PCI-Express Slots (after populating all 

the cards) 

Internal IDE/ SCSI DVD-ROM Drive 



Drive 

Operating 

System 

64-bit Microsoft® Windows Server 2012 Enterprise 

Edition / Red Hat® Enterprise Linux 6.3 licenses with 

update, patches, OEM support pack valid for project 

period 

Power supply Redundant Hot-Swappable Voltage-sensing power 

supplies and Variable-speed Fans 

Certification 

Server 

Management 

OEM ISO 9001 Manufacturer, UL, FCC, RoHS and 

should be certified on the supplied OS Version 

Dedicated Hardware Controller based Management 

along with OEM Server management software 

II. Compliance for Software Items 

The compliance for software items is required for all items mentioned under Software in 

Annexure 3 (Bill of Materials) of this RFP 

1) Compliance to Software Items 

Description 


Name 

EMS-Client 

server 


CA Willy- 9.2.6.0/CA ITCM - r12.5.0.0 

Compliance( 

Y/N) 

Back 

Storage 

Manager 

Up- 

IBM Tivoli storage manager- client for server 5.5 

Antivirus- 

Client server 

Symntec endpoint protection client for server 11.2 



2) Compliance to Functional Requirements (To be given by the OEM) 

a) Customer Relationship Management- 

S. 

No. 

Functional Requirements –CRM(Customer Relationship 

Management) 

1. It should be integrated with IVR, ACD, other existing applications like 

e-sugam (as and when required), portal (provided by CCO to be 

accessed by department users), email server, SMS server to provide 

360 degree view of caller. 

2. It should be Rules-based – allowing the application to be modified to 

meet the changing needs. 

3. It should be secured with single sign-on facility. The application 

should be configured to allow agents to login into all applications 

(currently only e-sugam) automatically without re-entering 

username/password into these applications. 

4. It should provide a 360 Degree view of caller information to make 

CCC user more informative about caller /caller including call routing, 

service request status, caller contact information. 

5. It should allow agent to capture the basic information for 

informational services including but not limited to:- 

j) Name 

k) Sex 

l) Phone/mobile number 

m) Address 

n) Reason for contact 

o) Query details 

p) Date 

q) Department Name 

r) Assigned to 

6. It should be integrated with CCC database which will store the caller's 

information. 

7. CRM should support the content management containing scripts and 

FAQ's for informational services. It should also provide a search 

facility to the agent to search query in the maintained FAQ's. 

8. CRM should provide access to update the FAQ's periodically. 

Compliance 

(Y/N) 

9. It should support to record all new queries asked by callers. 

10. Customer Relationship Management must generate a Unique Service 

request Number that shall be provided to the caller. This Unique 

Service request should be so designed to ensure its uniqueness across 

the complete solution. 

11. When a new query record is created, an e-mail/sms can be 

automatically sent to the caller confirming that a new case record has 

been created with a unique service request number, name of the caller 



S. 

No. 


Management) 

and query name with query status. 

Compliance 

(Y/N) 

12. CRM should support SMS/email facility on the change in the status 

(open, pending, closed etc) of the query of the caller. A SMS should be 

send to the caller with the service request no, name of the caller, 

query name with query status. 

13. The Agent must have facility to mark calls as call back on a certain 

date & time etc with his specific remarks in detail in CRM. System 

should inform the agent(who is free for follow-up) for call back on 

reminder date and time. 

14. It should allow the system to provide the status of the query to the 

caller through voice and/or SMS (in response to customer’s SMS) 

15. When new case (queries) records are created, they can be 

automatically assigned to the appropriate person using predefined 

assignment rules. When cases(queries) are assigned to someone, this 

person can be automatically notified of the case via e-mail. 

16. CRM should support workflow engine which will help in 

implementation of case management activities. Based on workflow, 

case records can be automatically assigned to a work queue (using 

predefined assignment rules) 

17. CRM should automatically notify via email about the escalated case to 

all of the people who comes under escalation rules. 

18. CRM should support the escalation rules applies for non-closure of 

query 

within a certain period of time 

19. It should support case escalation rules can be defined that will control 

the automatic escalation of a case when specified conditions are met 

20. It should support a configurable case "status" data field which is used 

to track the status of each case(e.g., new, escalated, on-hold, closed, 

etc) 

21. CRM should support a case record which is created or updated, a 

history record (of the change) is automatically created and associated 

with the case 

22. It should allow agent to close the call by changing the status of service 

request to "Closed". System should automatically send an email/SMS 

to caller and email to the concerned department about the closure of 

the query. 

23. When Agent makes the call to inform caller about the query, all the 

caller details will be available on his screen like Caller name, service 

request no, status, query, date & time of query etc in CRM. 



S. 

No. 


Management) 

24. It should allow search feature to search the query by its service 

request number, name of caller, mobile/phone number. 

25. CRM should support mass email/SMS facility that can be used to 

send out responses to many people encountering the same problem. 

26. It should support for "call back" option in the event of long call 

waiting. 

27. It should define automatic routing and escalation (routing to a 

supervisor) of a work item as a result of a trigger activating. 

28. It should have ability for screen customization to reflect agent 

preferences or specific service requirements. Agents should be able to 

select the categories they want on their personal screen(s) – such as 

task and service information – as well as filters to be used – such as 

“show all service requests”, "overdue service request" “just open 

service requests,” and “just service requests submitted in the last 7 

days.” 

29. It should support the document management which will send the 

documentation to the caller in the form of existing Government 

documents, email, custom letters etc. 

30. CRM should support all the templates email, SMS, government forms 

that are maintained in the document management system. 

31. It should support Alert mechanism. Whether the alerts are posted 

through an e-mail or SMS system, shown as a pop-up window or 

created and routed as a special work item. 

32. It should support the audit trail of the alerts that are triggered along 

the process. 

33. It should support integration of line of business applications with 

CRM application 

34. It should provide comprehensive tracking of caller interaction and 

agents activities. 

35. The application must be configured to support more than one active 

session for a call center user so as to support more than one 

concurrent caller at a given time during escalation. 

36. It should support the workforce management. It should be able to 

forecast the volumes of staff requirements by using such service 

standards as the grade of service, average waiting times and the 

average time needed to handle each customer contact, including wrap 

activities. 

37. System should have an authentication mechanism before grievance 

status details are shared with the caller. 

Compliance 

(Y/N) 



S. 

No. 


Management) 

38. Unique user id and password should be provided to the designated 

officers of Purchaser. 

39. Content management should be integrated with CRM and maintain 

call centre procedures. 

40. CRM system should support auxiliary codes to enable call centre 

agents to indicate their current mode of operation (i.e. 

Available/Unavailable/Wrapping Up/At Lunch, etc…) and the same 

must be reflected in the reporting tool. 

41. Agent should be able to access the e-sugam via same desktop from 

which it is logging call for informational services. 

42. All logged tickets/ calls should follow the escalation mechanism 

defined in the standard operating procedure 

43. System databases will be used to manage caller account and other 

information, which will be used to collect, track, and report caller 

service requests and service delivery. 

Compliance 

(Y/N) 

b) Computer Telephony Integration and Automatic Call Distributor 


S. 

No. 

Functional Requirements –CTI(Computer Telephony 

Integration) 

1. It should be able to link ACD, IVR, call recording etc. to 

information held on a CRM database about the inbound caller. 

2. It should be able to support the following information messages 

and options that are relayed to voice callers while they are waiting 

in queues or put on hold by the contact centre agent, including but 

not limited to: 

d) Marketing messages(Later Stages of CCC implementation) 

e) Music 

f) Specific message after configurable time (i.e. Voice Mail) 

3. It should transfer relevant information about the individual caller 

and the IVR dialog from the IVR to the agent desktop using 

a screen pop based on CLI(Caller Line Identification)/ANI 

(Automatic Number Integration)/DNIS (Dialled Number 

identification sequence) when caller got connected. 

Compliance 

(Y/N) 



S. 

No. 

Functional Requirements –CTI(Computer Telephony 

Integration) 

4. It should be suitably integrated with CRM and other 

communication media (phone/email/SMS) to send/receive data 

which needs to be populated on agent screen and must also update 

the IVRS usage details into the CRM as the caller traverses through 

the IVRS and reaches the agent. 

5. CTI should perform following functions including but not limited 

to:- 

h) It indicates that the call has entered the setup phase. 

i) Call is conCCOdered as delivered when the call starts 

ringing 

j) Call establishes when call is answered. 

k) Call is cleared when the voice connection is terminated. 

l) Call is completely ended when the logical call appearance 

(including call data) is complete. 

m) Under call tranCCOtions, call can be moved from the active 

to held state or the call is removed from hold. 

n) Call can be transferred to another agent or other call centre 

Compliance 

(Y/N) 


S. 

No. 

Functional Requirements –ACD(Automatic Call 

Distributor) 

1. ACD should provide the capability of combining data with IVRS 

menu system that can be intelligently route calls requesting further 

assistance. 

2. It should be able to put caller on hold if no agent is available and 

keeping caller informed about the status of the call. Also support 

relying messages (as defined by the Purchaser) during the hold 

period. 

3. It should be designed such that it can handle high volumes of calls 

efficiently. 

4. It should follow call routing to the agents with following features. It 

should follow at least one of the feature mentioned below: 

d) With 'Least Recent' - the extenCCOon that received a call the 

longest time ago will be on the top of the list 

e) With 'Fewest Calls' - the extenCCOon that received the least 

number of calls will be on the top of the List 

Compliance 

(Y/N) 



S. 

No. 

Functional Requirements –ACD(Automatic Call 

Distributor) 

f) Random Selection-Routing to the agents with first agent picks 

the call, it will be closed for the other agents. 

5. It should allow call centre agents to be members of multiple ACD 

groups. Each agent should have unique identification. 

6. It should be able to transfer call to another agent with call data 

attached. 

7. It should support routing for emails received on the Contact Center 

email account 

8. It should allow call centre agent to transfer the call to other call 

centre. 

9. During later stages of CCC implementation, it should provide skill 

based routing of the calls to the agents based on the skills. 

10. During later stages of CCC implementation , system should allow 

agents to log in to multiple skills with different levels of priorities 

for the Skills. 

Compliance 

(Y/N) 

c) Interactive Voice Response System- 

S. 

No. 

Functional Requirements – IVRS(Interactive Voice 

Response System) 

1. When a call lands on the CCC system, the caller should be greeted 

with a pre-recorded welcome note in Hindi language. 

2. It should support voice and DTMF (touch tone shortcuts that can 

be used in sequence) signalling based menu service. Caller can 

access the information more quickly or opt to talk to agent, without 

having to "drill down" through the menu structure with every call. 

Compliance 

(Y/N) 

3. It should support English (Indian) Language 

4. It should support Hindi Language 

5. It should change the IVR route based on the language selected 

6. There should be an option available to the caller to opt for talking 

to agent by pressing pre-defined digit any time during the IVRS 

announcements (For first 2 months , after selecting language the 

call should be routed to the agent. Later on as per need, there 

should be expansion in IVR tree) 

7. It should be able to identify a caller(new - with phone number and 

existing caller with name and phone number) using CLI(Caller 

Line Identification),/ANI (Automatic Number Integration)/DNIS 

(Dialled Number identification sequence) 

8. It should identify the caller through CLI and pass on relevant 



S. 

No. 



information to the screen pop up at agent’s desktop by seamless 

integrating with the Automatic Call Distribution/Computer 

telephony integration. For new caller, the screen pop up's at agent's 

desktop with only its mobile/phone number. For existing caller 

(present in CCC database), the screen pop up's at agent's desktop 

with name and mobile/phone number. For the existing caller, the 

agent should greet him with his name. 

9. It should ensure routing accuracy as per design. It should allow 

transfer to agent anytime during the Interactive Voice Response 

System announcement. 

10. It should retrieve agent availability from Automatic Call 

Distribution and announce to the caller the expected wait time to 

talk to an available agent. 

11. It should support audio-text for playback of music, regulations, 

procedures, social messages ( to be decided by Purchaser during 

Implementation phase of the project) as per the IVR Call Flow & 

Call Tree. 

12. The caller can be given the option to wait in the queue or request a 

callback 

Compliance 

(Y/N) 

13. It should include Automatic Speech Recognition (ASR) facility and should 

be able to recognize both Indian English and Hindi Languages 

14. It should also include Text to Speech (TTS) facility and should include 

audio generation for both Indian English and Hindi Languages. 

15. IVRS, ASR and TTS should support at least MRCP protocol version 1.0 

(based on RTSP/ SIP) 

16. All the IVRS ports should be speech recognition enabled from day one. 

17. After pilot phase, it should have ability to add multiple marketing 

messages on the IVR system 

18. After pilot phase ,it should allow users to schedule different 

marketing messages in specific dates and for a specific period. 

19. There shall be a provision of scalability of IVRS so that over a 

period of 

time it will take care of maximum functionalities of the Call Centre 

(feasible 

through IVRS) under this Project. Features of scalability will be 

finalized during 

Implementation Phase of the Project. 

20. There should be adequate number of IVR ports to ensure that all 

calls meant for CCC are able to reach there. 

21. The delivery of Informational and Transactional services through 



S. 

No. 



IVRS mode shall be provisioned during the later stages of the CCC 

implementation, if the back-end IT infrastructure at the State level 

can support. 

Compliance 

(Y/N) 

d) Recording Solution- 

S. 

No. 

Functional Requirements –Recording solution 

1. The system should record voice conversation between call centre 

agent and caller at the time of documenting request, department 

official and call centre agent at the time of resolving query and map 

it to unique Service Request Number. The Call Centre should have 

facility to record, replay and monitor all calls for a period of 180 

days. This should capture at least the following information: 

i. Date 

j. Time 

k. Call Duration 

l. Agent ID 

m. Caller Number 

n. Service Request Number 

o. Number Dialed for Outbound Calls 

p. Inbound/Outbound Identifier - System Generated 

Compliance 

(Y/N) 

2. The agent ID and call record should be linked to the recorded 

query. The recorded query can be viewed by agent but cannot be 

modified. 

3. The system should also record the outbound communication of call 

centre agent and the caller at the time of providing answer to 

unresolved query. 

4. It should provide search facility with following information:- 

h. Date 

i. Time 

j. Call Duration 

k. Agent ID 

l. Caller Number 

m. Service Request Number 

n. Number Dialed for Outbound Calls 

5. Basic information about every caller should be recorded and stored 

in a database by the agent. This database shall be updated every 

time a new caller calls up. 

e) Management Information System (MIS)- 



S. 

No. 

Functional Requirements –MIS(Management Information 

System) 

1. MIS should generate reports based on:- 

Compliance 

(Y/N) 

e) Type of queries/grievances 

f) Department wise 

g) District wise/Block wise 

h) Repeat Request/Complaints 

2. It should generate different types of reports on Number of calls:- 

e. Total Number of Calls- Inbound and Outbound 

f. Number of Calls Diverted to Call Center Agents from IVR 

g. Number of calls dropped on the IVR stage 

h. Number of calls transferred to other Call centre 

3. It should generate Queue analysis reports. The below mentioned 

queue analysis list is including but not limited to:- 

e. Number of Waiting Calls 

f. Average Call Time 

g. Average Waiting Time 

h. Abandoned Calls 

4. It should generate Agent reports (Summary for All the Agents, and 

Detailed by each agent): 

o. Login & Logout Time 

p. Average Speed of Answer Time 

q. Average Talk Time 

r. Average Handling Time 

s. Average Hold Time 

t. Average Wrap up time 

u. Number of Dropped Calls before Pickup 

v. Number of Dropped Calls after Pickup 

w. Idle Time 

x. Time Agent is Ready 

y. Outbound Calls - Destination Numbers & Duration 

z. Number of Emails Received 

aa. Number of Call Backs 

bb. No answer 

5. It should also be capable of generating customized reports/ MIS 

including graphical reports as per Purchaser’s requirement; 

Reports should also be available in web-enabled format & should 

be configurable to be mailed to a defined mailing list. 

6. It should provide flexible report formats, in xls, txt or any other 

user-friendly structure including graphics from time to time. 

7. Standard reports(like IVRS,ACD etc) should be generated on 

hourly, daily, weekly, monthly, quarterly, half yearly and yearly. 

8. It should be integrated with portal (provided by CCO) which 

provides access to designated officers of purchaser for report 



S. 

No. 

Functional Requirements –MIS(Management Information 

System) 

generation. 

Compliance 

(Y/N) 

Compliance to Non-Functional requirements (to be given by the CCO) 

m) User Access Management 

S. 

No. 

Non-Functional Requirements-User Access Management 

1. It should provide access to functions within modules restricted to 

Compliance 

(Y/N) 

authorized users. 

2. It should provide logging by unique user id and password. 

3. Users access should be restricted to different levels as program, 

module, transaction, etc 

4. System should notify security administrator of unauthorized access 

or attempted access and record in a log with reporting 

5. System should provide multilevel security at agent, supervisors, 

administrator level 

6. System should allow for administration of system users including: 

d) Add new users 

e) Delete existing users 

f) Modify user profile and preferences (standard phrases, 

vacation mode) 

7. System should allow for administration of content 

(categories/response templates) including: 

d) Add new categories/response templates 

e) Delete categories/response templates 

f) Modify categories/response templates (text) 

8. System should allow for administration of e-mail processing 

(queues/rules) including: 

d) Add new rules to properly route and categorize messages 

e) Add new queues as organizational structure changes 

f) Change dynamics of queues as needed (i.e. timeout 

parameters, escalation, assigned users, queue priority) 

9. Supervisors, administrators and other appropriate 

persons(participating departments official) can be set up with the 

software needed to run reports 

10. System should be able to support role based access control 

11. The solution should have the ability to provide multi-level access 



S. 

No. 

Non-Functional Requirements-User Access Management 

management. The following should be provided:- 

User identification; 

Limitation of user rights to perform operations; 

Data confidentiality provision; 

User actions audit and protocols 

Compliance 

(Y/N) 

12. The system should have the ability to provide user and user group 

authorization 

administration tool to assign security levels to functions and data, 

and allow the access by users / by groups with valid security level 

only 

13. The system should have the ability to assign activities to roles, and 

map roles to users 

14. Users should not be allowed to access the database directly 

15. System should allow providing access level security for reports at 

Field level - show / hide 

16. System should provide centralized repository of all identification 

and access control data 

17. System should have ability to provide access level security for 

Entry forms at Field level - allow, Read only, Hide 

18. It should support of LDAP (Lightweight Directory Access Protocol) 

to allow systems access to the directory 

n) Audit Trail 

S. 

No. 

Non-Functional Requirements-Audit Trail 

1. The system should allow archiving of queries which shall include 

Compliance 

(Y/N) 

both text and voice recording. Audit trail of archival with time and 

date stamp, will be automatically maintained by the system. 

2. The system should allow recovery of data in case of hardware failure 

and data corruption. It should be able to perform recovery to a point 

of time, to known backup database. 

3. The system should ensure that the audit files are stored in uneditable 

formats 



S. 

No. 

Non-Functional Requirements-Audit Trail 

4. The system should be capable of providing Audit Trail: Audit trail of 

Compliance 

(Y/N) 

Time Stamp & User ID stamp for the following:- 

d) Service Name 

e) Status of the Query 

f) Caller Mobile Number 

5. The system should maintain audit trail of any update in the status of 

the query. 

6. It should be possible to audit users at the form level, user level and 

at the organizational role level 

7. Audit system should be centralized, secured and should provide 

detail insight in audit data (who did what, to what data and when) 

8. The system should enforce separation of duties between auditors and 

administrator 

9. The system should provide direct access to the auditor's to view 

audit reports and should be able create custom reports 

10. The system should have the ability to identify users that have 

exploited access privileges, identify root causes of conflicts and be 

capable of interrogating the security log 

o) Security- 

S. 

No. 

Non-Functional Requirements –Security 

1. The system should be capable of providing Authorization by the 

Compliance 

(Y/N) 

User Name, User Role 

2. The system should be capable of providing One user multiple roles 

and vice versa 

3. The system should be capable of providing automatic timeout for 

user (log out) 

4. The system should be able to allow definition of rules for password 

composition and password encryption. 

5. System should support configurable password policies including 

Password expiry 



S. 

No. 

Non-Functional Requirements –Security 

Password history and reuse policy 

Compliance 

(Y/N) 

6. Session limits must exist for the application. For each session type, 

there must be limits the maximum time length of an idle session 

7. System should allow proxy users. For example, an executive can 

designate an assistant as a proxy, allowing that assistant to create, 

edit transactions on behalf of that executive. 

The audit thereafter should state that the action was performed by 

the proxy user on behalf of a particular user 

8. System should display an appropriate warning message upon user 

logon. The 

warning message need not include the following four general 

elements verbatim but must convey the same meaning:- 

d) Use of system constitutes the user's consent to monitoring. 

e) Use of system is limited to official Login use only. 

f) Notice that this is a Login system 

9. The database should support role based access control, user based 

privileges 

10. The system should have the option to encrypt data before 

transferring over a network. 

11. The system should have the option to encrypt the data stored in the 

database 

12. There should be back up and recovery of the data 

p) Data Network - 

S. 

No. 

Non-Functional Requirements –Data Network 

1. System should provide Fail Safe Data Network to transport data, 

Compliance 

(Y/N) 

voice, web etc to Contact Centre location with adequate 

bandwidths 

2. Network security should be maintained by having password and 

audit control on Network equipment 

3. Internet connectivity should be restricted (i.e. only necessary sites 

are accessible). 

4. Firewall and IDS/IPS protection should be in place 



S. 

No. 

Non-Functional Requirements –Data Network 

5. Proper Antivirus security with centralized updates 

Compliance 

(Y/N) 

q) Archival- 

S. 

No. 

Non-Functional Requirements –Archiving 

1. The system should be able to archive data, based on user specified 

Compliance 

(Y/N) 

parameters (i.e. data range) and restore archival data when 

required 

2. The system should support change in database and should able to 

retrieve the archived data. 

r) Availability 

S. 

No. 

Non-Functional Requirements –Availability 

1. The system uptime should be 99.7 % during working hours( 8 am 

to 8 pm across 7 days) 

2. The dashboards and the management platforms components need 

Compliance 

(Y/N) 

to be available for 90% of the time. 

s) Scalability 

S. 

No. 

Non-Functional Requirements –Scalability 

1. The contact centre should have space and capacity to increase the 

number of seats to 100. 

2. The solution should be highly scalable and capable of delivering 

Compliance 

(Y/N) 

high performance as & when transaction volumes/ callers increases 

without compromising on the response time 

t) Performance 

S. 

No. 

Non-Functional Requirements –Performance 

1. The solution should be able to deliver high performance as & 

when transaction volumes/ calls increases without compromising 

on the response time. System components should be able to take 

Compliance 

(Y/N) 



S. 

No. 

Non-Functional Requirements –Performance 

load during peak hours of the contact centre. 

2. The user needs to be able to launch the application quickly and 

Compliance 

(Y/N) 

log into the application with minimal latency time. 

u) Workflow 

S. 

No. 

Non-Functional Requirements –Workflow 

1. The solution should have the ability to support automated 

Compliance 

(Y/N) 

workflow designed to address needs of business users 

2. The solution should have the ability to support multiple workflow 

paths that are 

automatically selected based on request/user attributes, 

including escalation paths 

3. The solution should support standard work flow languages 

4. The workflow should have a rules engine that allows rules to be 

created to define query resolution hierarchies 

5. It should be possible to create workflow diagrams that can be 

shared with participating departments to verify the workflow 

6. The workflow should provide a drag and drop GUI based single/ 

common design tool to define and alter business process across 

all modules of the Solution 

7. It should be possible to define the process hierarchies top down 

or bottom up to support distributed workflow process definition 

8. There should be no limit on the hierarchy levels that can be 

defined 

9. It should have workflow with the ability to define business rules 

without the need 

for programming, including alerts and trigger 

10. The workflow should interface with email system supporting 

SMTP for sending out answers to queries and IMAP for receiving 

the queries 


v) Back up 

S. 

No. 

Non-Functional Requirements – 

Workflow 

1. The solution should support the back up 

Compliance (Y/N) 

and recovery of the data 

w) Antivirus 

S. 

No. 


Workflow 

1. Firewall and IDS/IPS protection should 

be in place 

2. Proper Antivirus security with 

centralized updates 


x) EMS 

S. 

No. 


Workflow 

1. It should support the monitoring of the 

entire transaction infrastructureapplication 

and web servers, messaging 

middleware and databases end to end. 



ANNEXURE-20: SERVICE LEVEL AGREEMENT 

S. No. Measurement Definition Calculation 

Measurement 

Reportin 

Target 

Penalty 

Period 

Interval 

g period 

1. System uptime 

It will be 

1 st working 

Daily Monthly >= 99.7% Nil 

(Voice response 

calculated 

based 

day to the last 

>= 90% but < 

1% for each % point below 

available 

to 

on formula “Total 

working day 

99.7% 

100%, calculated on monthly 

customer) 

uptime 

in 

of each 

billed value 

minutes/ 

Total 

calendar 

>= 80% but < 90% 2% for each % point below 

minutes 

of 

month 

100%, calculated on monthly 

operation in a 

billed value 

month”. This will 

be calculated for 



Measurement 

Reportin 

Target 

Penalty 

Period 

Interval 

g period 

12 hours)) X 100= 

99.33% 

2. Average Speed 

This is the waiting 

1 st working 

Daily Monthly >90% calls 

Nil 

to Answer(ASA) 

time in Automatic 


attended within 20 

Call 

Distributor 

working day 

seconds from the 

(ACD) queue after 

of each 

caller choosing to 

pressing 

calendar 

speak to an agent 

prescribed digit to 

month 

85%- 90% calls 

3% of monthly billed value 

talk to the agent 


but before being 


answered by the 


agent 


80%-85% calls 

5% of monthly billed value 







Measurement 

Reportin 

Target 

Penalty 

Period 

Interval 

g period 



3. Call 

This measures % 

1 st working 

Daily Monthly



Measurement 

Reportin 

Target 

Penalty 

Period 

Interval 

g period 

4. Call Quality 

Call Quality audit 

1 st working 

Weekly Monthly >80% score for all 

Nil 

Score 

Score is a method 


calls audited 

of scoring agent 

working 

day 

75%-80% score for 

2% of monthly billed amount 

calls 

against 


each 

all calls audited 

predefined 

calendar 

70%-75% score for 


parameters 

to 

month 

all calls audited 

ensure that the 

agents 

are 

adhering to the 

quality standards 

as defined. The 

parameters 

& 

mechanism 

for 

calculating quality 

score will be 

mutually 

agreed 

between State & 

CCO. These could 

include 

greeting 

the 

customer, 




Measurement 

Reportin 

Target 

Penalty 

Period 

Interval 

g period 

adherence 

to 

established SOPs, 

customer 

handling, 

issue 

closure etc. A 

quality team may 

be deployed by 

CCO for the same. 



Measurement 

Reportin 

Target 

Penalty 

Period 

Interval 

g period 

randomly call back 

10%-15% of calls 


5% of incoming 

made for feedback 

callers 


register 

feedback on level 

“dissatisfaction” 


customer 

with the service 

service and record 



Measurement 

Reportin 

Target 

Penalty 

Period 

Interval 

g period 

level shall be 

collected 

as 

“satisfied” 

or 

“dissatisfied” 

6. Average Handle 

This is a measure 

1 st working 

Daily Monthly 270 seconds 0.5% of monthly bill value for 

long it takes to 

working 

day 

every 10 second slab over 270 

manage a call. 


each 

seconds 

AHT shall be 

calendar 

calculated as the 

month 

sum of the 

average talk time, 

hold time and 

wrap time for all 

calls in the CCC. 

7. Email Turn 

This refers to the 

1 st working 

Daily Monthly For every email 

1% of monthly billed value for 

Around Time 

time 

taken 

day to the 

received 

between 

every default 

between receipt of 

last working 

8AM to 3 PM, 

email 

and 

day of each 

response should be 




Measurement 

Reportin 

Target 

Penalty 

Period 

Interval 

g period 

response sent by 

the contact centre. 

For calculation of 

time lag in 

response, 24 

hours for National 

Holidays shall be 

deducted. Penalty 

shall be applicable 

only on delay 

attributable to the 

CCO. Any delay 

due 

to 

communication 

with departmental 

stakeholders shall 

be deducted from 

the overall time 

taken. 

calendar 

month 

sent on the same 

day. For every 

email received 

between 3PM to 8 

AM, the response 

should be sent the 

next working day 

by 12 Noon. 




Measurement 

Reportin 

Target 

Penalty 

Period 

Interval 

g period 

8. IVRS Updation 

IVRS menu/ tree 

N/A From the 

N/A 24 hrs Rs. 2500 for every additional 

24 hour slot beyond the target, 

to be deducted from quarterly 

payment 

9. Content 

Time taken by 

Need basis 

Time will be 

N/A 

Within 2 days of 

Rs. 2500 for every day beyond 

Updation 

CCO to update the 

calculated 

receipt 


the target, to be deducted from 

content 

created 

from the time 

notification 

from 

quarterly payment 


various 


RISL/ 

services. 

notification 

participating 

of change in 

department 

content 

by 

RISL/ 

Participating 

department 

by 

letter/ 

email. 




Measurement 

Reportin 

Target 

Penalty 

Period 

Interval 

g period 

10. Agent 

Time taken by 

Need basis Need basis Need 

Increase upto 10% 

Nil 

Placement 

CCO to add/ 

basis 

additional 

seats- 

replace an agent 

Within 2 weeks 

Increase 

beyond 

10% additional 

seats- Within 4 

weeks 

Penalty in case of 

Rs. 2,000 per day per resource, 

default of timelines 

to be deducted from quarterly 

above 

payment

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