CCC_RFP for Tender.pdf - DOIT & C - Government of Rajasthan
CCC_RFP for Tender.pdf - DOIT & C - Government of Rajasthan
CCC_RFP for Tender.pdf - DOIT & C - Government of Rajasthan
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2012<br />
kcument History<br />
Overview Procurement Policy Manual <strong>for</strong> RajCOMP Info Services Limited<br />
Document RajCOMP Info Services Limited- Manual on Policies and Procedures <strong>for</strong><br />
Title<br />
Procurement<br />
Document Final RajCOMP Info Services Limited<br />
Status<br />
Abstract This (RISL)<br />
document provides a broad framework and guidelines <strong>for</strong> RajCOMP<br />
Info Services Limited Staff in carrying out various procurement activities.<br />
Document Publication History<br />
Date Author Version Remark<br />
17 th February Dr. S.S. Vaishnava Request V3 <strong>for</strong> Proposal<br />
Final Version<br />
2011<br />
Selection <strong>of</strong> Agency <strong>for</strong><br />
Implementing and Operating Citizen<br />
Contact Centre in the State <strong>of</strong><br />
<strong>Rajasthan</strong><br />
Distribution<br />
Version Name Location<br />
Final MD RajComp Info Services<br />
Limited<br />
RajComp Info Services Limited <strong>of</strong>fice,<br />
Jaipur<br />
Secretary (IT)<br />
RajComp Info Services Limited <strong>of</strong>fice,<br />
Jaipur<br />
Document History<br />
Overview Establishment <strong>of</strong> Citizen Contact Centre <strong>for</strong> delivery <strong>of</strong> non-emergency<br />
<strong>Government</strong> to Citizen services (G2C)<br />
Document <strong>RFP</strong> <strong>for</strong> Selection <strong>of</strong> Agency <strong>for</strong> Implementing and Operating Citizen<br />
Title<br />
Contact Centre in State <strong>of</strong> <strong>Rajasthan</strong><br />
Document Draft<br />
Status<br />
Abstract This document provides a broad framework and guidelines <strong>for</strong> the Bidding/<br />
<strong>RFP</strong> document <strong>for</strong> the selection <strong>of</strong> a System Integrator <strong>for</strong> Implementing<br />
and Operating Citizen Contact Centre in State <strong>of</strong> <strong>Rajasthan</strong><br />
Document Publication History<br />
RajComp Info Services Ltd. (RISL) 1
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
Table <strong>of</strong> Contents<br />
1. INVITATION FOR BIDS (IFB) & NOTICE INVITING TENDER (NIT) .............. 12<br />
2. BACKGROUND INFORMATION & PROJECT PROFILE .................................. 15<br />
2.1 Background In<strong>for</strong>mation ................................................................................................... 15<br />
2.2 Project Pr<strong>of</strong>ile................................................................................................................... 16<br />
3. ELIGIBILITY CRITERIA .......................................................................................... 17<br />
4. SCOPE OF WORK, STAKEHOLDER RESPONSIBILITIES DELIVERABLES<br />
& TIMELINES ....................................................................................................................... 20<br />
4.1 Scope <strong>of</strong> Work (SoW)........................................................................................................ 20<br />
4.1.1.1. Physical Non-ICT Infrastructure .................................................................................. 20<br />
4.1.1.2. Technical Infrastructure ............................................................................................. 22<br />
4.1.2. <strong>CCC</strong> Operations and Management Phase ....................................................................... 25<br />
4.1.2.1 Period <strong>of</strong> Operations and Management Phase ............................................................ 25<br />
4.1.2.2 Window <strong>of</strong> operations ............................................................................................... 25<br />
4.1.2.3 Language Capabilities ................................................................................................. 25<br />
4.1.2.4 Content Management ................................................................................................ 25<br />
4.1.2.5 Call Management ....................................................................................................... 26<br />
4.1.2.6 System Maintenance post Go-Live .............................................................................. 26<br />
4.1.2.7 Monitoring ................................................................................................................ 27<br />
4.1.2.8 Manpower Requirements .......................................................................................... 27<br />
4.1.2.9 Training ..................................................................................................................... 28<br />
4.2 Out <strong>of</strong> Scope activities <strong>for</strong> CCO .......................................................................................... 29<br />
4.3 Other Stakeholders’ Responsibilities ................................................................................. 29<br />
4.4 Project Milestones & Time Schedule ................................................................................. 32<br />
5. INSTRUCTIONS TO BIDDER (ITB) & BIDDING PROCESS ............................ 33<br />
5.1 Sale <strong>of</strong> <strong>Tender</strong>/ Bidding Document ....................................................................... 33<br />
RajComp Info Services Ltd. (RISL) 2
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
5.2 Clarifications to the Bidding/ Bid Document ....................................................... 33<br />
5.3 Pre-bid Conference/ Meeting .................................................................................. 33<br />
5.4 Amendment <strong>of</strong> Bidding Document ......................................................................... 34<br />
5.5 Documents comprising the Bid ............................................................................... 35<br />
5.6 Cost <strong>of</strong> Bidding ............................................................................................................ 36<br />
5.7 Language <strong>of</strong> Bids ........................................................................................................ 36<br />
5.8 Bid Prices ..................................................................................................................... 37<br />
5.9 Period <strong>of</strong> Validity <strong>of</strong> Bids .......................................................................................... 37<br />
5.10 Earnest Money Deposit (EMD) ............................................................................ 38<br />
5.11 Deadline <strong>for</strong> the submission <strong>of</strong> Bids ................................................................... 39<br />
5.12 Format and Signing <strong>of</strong> Bid .................................................................................... 39<br />
5.13 Withdrawal and Re-submission (Substitution) <strong>of</strong> Bids ................................. 40<br />
5.14 Bid Opening/ Opening <strong>of</strong> <strong>Tender</strong>s ....................................................................... 40<br />
5.15 Selection method..................................................................................................... 40<br />
5.16 Guiding Principles <strong>for</strong> Evaluation <strong>of</strong> Bids ......................................................... 41<br />
5.17 Evaluation <strong>of</strong> Technical Bids ................................................................................ 42<br />
5.18 Evaluation <strong>of</strong> Financial Bids ................................................................................. 42<br />
5.19 Clarification <strong>of</strong> Bids ................................................................................................ 42<br />
5.20 Correction <strong>of</strong> Arithmetic Errors .......................................................................... 43<br />
5.21 Comparison <strong>of</strong> Rates <strong>of</strong> firms outside and those in <strong>Rajasthan</strong>..................... 43<br />
5.22 Margin <strong>of</strong> Preference/ Price Preference ............................................................ 43<br />
5.23 Comparison <strong>of</strong> bids and determination <strong>of</strong> the best value bid ....................... 44<br />
5.24 Negotiations ............................................................................................................. 44<br />
5.25 Disqualification ....................................................................................................... 44<br />
5.26 Acceptance <strong>of</strong> the <strong>Tender</strong>/ Bid and Notification <strong>of</strong> Award ............................ 45<br />
5.27 Confidentiality ......................................................................................................... 45<br />
5.28 Conflict <strong>of</strong> Interest .................................................................................................. 46<br />
RajComp Info Services Ltd. (RISL) 3
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
5.29 <strong>Tender</strong>ing authority’s Right to Accept/ Reject any or all <strong>of</strong> the Bids ........... 46<br />
5.30 Right to Vary Quantities ........................................................................................ 46<br />
5.31 Repeat Orders .......................................................................................................... 47<br />
5.32 Signing <strong>of</strong> Contract ................................................................................................. 47<br />
5.33 Per<strong>for</strong>mance Security Deposit (PSD) ................................................................. 47<br />
5.34 Reservation <strong>of</strong> Rights ............................................................................................. 47<br />
5.35 Monitoring <strong>of</strong> Contract .......................................................................................... 48<br />
6. TERMS AND CONDITIONS OF TENDER & CONTRACT .................................. 49<br />
A. General Conditions <strong>of</strong> the Bid ................................................................................ 50<br />
6.1 Income Tax and VAT Registration and VAT Clearance Certificate ............... 50<br />
6.2 Contract Documents ................................................................................................. 50<br />
6.3 Interpretation ............................................................................................................. 50<br />
6.4 Language ...................................................................................................................... 51<br />
6.5 Joint Venture, Consortium or Association ......................................................... 51<br />
6.6 Eligible Goods and Related Services ..................................................................... 51<br />
6.7 Notices .......................................................................................................................... 52<br />
6.8 Governing Law ............................................................................................................ 52<br />
6.9 Scope <strong>of</strong> Supply .......................................................................................................... 52<br />
6.10 Delivery & Installation .......................................................................................... 52<br />
6.11 Supplier’s/ Selected Bidder’s Responsibilities ............................................... 53<br />
6.12 Purchaser’s Responsibilities ............................................................................... 53<br />
6.13 Contract Price .......................................................................................................... 53<br />
6.14 Recoveries from Supplier/ Selected Bidder .................................................... 53<br />
6.15 Taxes & Duties ......................................................................................................... 53<br />
6.16 Per<strong>for</strong>mance Security Deposit (PSD)................................................................ 54<br />
6.17 Copyright .................................................................................................................. 55<br />
6.18 Confidential In<strong>for</strong>mation ..................................................................................... 55<br />
RajComp Info Services Ltd. (RISL) 4
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
6.19 Sub-contracting....................................................................................................... 56<br />
6.20 Specifications and Standards .............................................................................. 56<br />
6.21 Packing and Documents ....................................................................................... 57<br />
6.22 Insurance .................................................................................................................. 57<br />
6.23 Transportation ........................................................................................................ 58<br />
6.24 Inspection ................................................................................................................. 58<br />
6.25 Rejection ................................................................................................................... 58<br />
6.26 Extension in Delivery Period and Liquidated Damages (LD) ..................... 59<br />
6.27 Authenticity <strong>of</strong> Equipments ................................................................................. 61<br />
6.28 Warranty .................................................................................................................. 61<br />
6.29 Patent Indemnity .................................................................................................... 62<br />
6.30 Limitation <strong>of</strong> Liability ........................................................................................... 63<br />
6.31 Change in Laws & Regulations ............................................................................ 63<br />
6.32 Force Majeure ......................................................................................................... 64<br />
6.33 Termination ............................................................................................................. 64<br />
6.34 Settlement <strong>of</strong> Disputes .......................................................................................... 66<br />
6.35 Payment Terms and Schedule ............................................................................. 67<br />
B. Special Conditions <strong>of</strong> the Bid .................................................................................. 68<br />
6.36 Service Levels .......................................................................................................... 68<br />
6.37 Change Requests/ Management and Contract Amendments ...................... 70<br />
6.38 Exit Management .................................................................................................... 72<br />
ANNEXURE-1: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FOR<br />
ELIIBILITY EXPERIENCE ................................................................................................. 77<br />
ANNEXURE-2: LIST OF SERVICES ................................................................................. 78<br />
ANNEXURE-3: BILL OF MATERIAL (BoM).................................................................. 84<br />
Specifications <strong>for</strong> Back Up, EMS and Antivirus S<strong>of</strong>twares ...................................... 85<br />
ANNEXURE 4: INFORMATION ON RAJASTHAN STATE DATA CENTRE ............ 86<br />
RajComp Info Services Ltd. (RISL) 5
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
ANNEXURE-5: FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS ........ 88<br />
ANNEXURE 6- INDICATIVE CALL FLOW AT <strong>CCC</strong> .................................................... 102<br />
ANNEXURE 7- TEAM PROFILE AND TRAINING REQUIREMENTS .................... 105<br />
ANNEXURE-8: PRE-BID QUERIES FORMAT {to be filled by the bidder} .......... 108<br />
ANNEXURE-9: TENDER FORM {to be filled by the bidder} ................................... 109<br />
ANNEXURE-10: BIDDER’S AUTHORIZATION CERTIFICATE {to be filled by the<br />
bidder} .................................................................................................................................. 110<br />
ANNEXURE-11: SELF-DECLARATION – NO BLACKLISTING {to be filled by the<br />
bidder} .................................................................................................................................. 111<br />
ANNEXURE-12: CERTIFICATE OF CONFORMITY/ NO DEVIATION {to be filled<br />
by the bidder} ..................................................................................................................... 112<br />
ANNEXURE-13: MANUFACTURER’S AUTHORIZATION FORM (MAF) ............. 113<br />
ANNEXURE-14: UNDERTAKING ON AUTHENTICITY OF COMPUTER<br />
EQUIPMENTS ..................................................................................................................... 114<br />
ANNEXURE-15: COMPONENTS OFFERED – BoM {to be filled by the bidder} . 115<br />
Annexure-16: FINANCIAL BID FORMAT {to be filled by the bidder in BoQ (.XLS<br />
file) on eProc website with a Cover Letter on his letter head} ............................... 116<br />
Annexure-17: BANK GUARANTEE FORMAT {to be submitted by the bidder’s<br />
bank} ..................................................................................................................................... 122<br />
ANNEXURE-18: DRAFT AGREEMENT FORMAT ...................................................... 127<br />
ANNEXURE 19- REQUIREMENTS COMPLIANCE SHEET ...................................... 130<br />
ANNEXURE-20: SERVICE LEVEL AGREEMENT ...................................................... 148<br />
RajComp Info Services Ltd. (RISL) 6
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
Abbreviations and Definitions<br />
ACD<br />
AHT<br />
ANI<br />
APL<br />
ASA<br />
Authorised<br />
Signatory<br />
Bidder<br />
BoD / Board<br />
BoM<br />
BoQ<br />
BPL<br />
CA<br />
CAPEX<br />
<strong>CCC</strong><br />
CCO(s)<br />
CLI<br />
CM<br />
CMC<br />
Contract<br />
Automatic Call Distributor<br />
Average Handling Time<br />
Automatic Number Integration<br />
Above Poverty Line<br />
Average second to Answer<br />
The bidder’s representative/ <strong>of</strong>ficer vested (explicitly, implicitly, or<br />
through conduct) with the powers to commit the authorizing<br />
organization to a binding agreement. Also called signing <strong>of</strong>ficer/<br />
authority having the Power <strong>of</strong> Attorney (PoA) from the competent<br />
authority <strong>of</strong> the respective Bidding firm.<br />
"Bidder" means any firm/ agency/ company/ contractor/ supplier/<br />
vendor responding to Invitation <strong>for</strong> Bids and which is participating in<br />
the Bid. Also called <strong>of</strong>feror or quoter.<br />
Board <strong>of</strong> Directors <strong>of</strong> RajCOMP Info Services Limited<br />
Bill <strong>of</strong> Materials<br />
Bill <strong>of</strong> Quantity<br />
Below Poverty Line<br />
Certifying Authority<br />
Capital Expenditure<br />
Scheme <strong>of</strong> Citizen Contact Centre as envisaged by <strong>Government</strong><br />
Company/companies which enters into a contract with the Purchaser<br />
to provide services specified in the Bid/Contract and is shall deemed to<br />
include the CCO’s successors, representatives (approved by the<br />
Purchaser), heirs, executors, administrators and permitted assigns, as<br />
the case may be, unless excluded by the terms <strong>of</strong> the contract<br />
Citizen Line Identification<br />
Content Manager<br />
Contract Monitoring Committee<br />
“The Contract” means a legally en<strong>for</strong>ceable agreement entered into<br />
between RISL and the selected bidder(s) <strong>for</strong> services including, but not<br />
limited to, as mentioned in this <strong>RFP</strong> documents<br />
RajComp Info Services Ltd. (RISL) 7
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
CRM<br />
COTS<br />
CTI<br />
CV<br />
Day<br />
DeitY, GoI<br />
DNIS<br />
Customer Relationship Management<br />
Commercial Off The Shelf S<strong>of</strong>tware<br />
Customer telephony Integration<br />
Curriculum Vitae<br />
“Day” means a calendar day as per GoR (<strong>Government</strong> <strong>of</strong> <strong>Rajasthan</strong>).<br />
Department <strong>of</strong> Electronics and In<strong>for</strong>mation Technology, <strong>Government</strong><br />
<strong>of</strong> India<br />
Dialed Number identification sequence<br />
DoIT&C Department <strong>of</strong> In<strong>for</strong>mation Technology and Communications,<br />
<strong>Government</strong> <strong>of</strong> <strong>Rajasthan</strong>.<br />
DSC<br />
Digital Signature Certificate<br />
EM<br />
EMD<br />
ESI<br />
ETDC<br />
FAQ<br />
FAT<br />
FOR<br />
GoI / GoR<br />
G2C<br />
ICT<br />
INR<br />
IRCTC<br />
IRDA<br />
ISI<br />
ISO<br />
IT<br />
ITB<br />
IVRS<br />
KPI<br />
Entrepreneurs' Memorandum<br />
Earnest Money Deposit.<br />
Employees' State Insurance<br />
Electronic Testing & Development Centre<br />
Frequently Asked Questions<br />
Final Acceptance Testing<br />
Free on Board<br />
Govt. <strong>of</strong> India/ Govt. <strong>of</strong> <strong>Rajasthan</strong><br />
<strong>Government</strong> to citizens<br />
In<strong>for</strong>mation and Communication Technology.<br />
Indian Rupee<br />
Indian Railways Catering and Tourism Corporation<br />
Insurance Regulatory and Development Agency<br />
Indian Standards Institution<br />
International Organisation <strong>for</strong> Standardisation<br />
In<strong>for</strong>mation Technology<br />
Instruction to Bidders<br />
Interactive Voice recognition system<br />
Key per<strong>for</strong>mance Indicators<br />
RajComp Info Services Ltd. (RISL) 8
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
LD<br />
LoI<br />
MAF<br />
MIS<br />
MMP<br />
NeGP<br />
NRHM<br />
NIT<br />
NOC<br />
OEM<br />
OPD<br />
OPEX<br />
OSP<br />
OT<br />
Participating<br />
Departments<br />
PAN<br />
PBG<br />
PC<br />
PRI<br />
PSD/ SD<br />
Purchaser/<br />
<strong>Tender</strong>ing<br />
Authority<br />
QGR<br />
QoS<br />
<strong>RFP</strong><br />
RIICO<br />
RISL<br />
RSDC<br />
Liquidated Damages<br />
Letter <strong>of</strong> Intent<br />
Manfacturer's Authorization Form<br />
Management In<strong>for</strong>mation System<br />
Mission Mode Project<br />
National e-Governance Plan <strong>of</strong> DeitY, GoI<br />
National Rural Health Mission<br />
Notice Inviting <strong>Tender</strong>.<br />
No Objection Certificate<br />
Original Equipment Manufacturer<br />
Outpatient Department<br />
Operating Expenditure<br />
Other Service Provider<br />
One Time<br />
The State Departments recognised by the State whose services have<br />
been identified to be included under <strong>CCC</strong><br />
Permanent Account Number<br />
Per<strong>for</strong>mance Bank Guarantee<br />
Procurement Committee<br />
Primary Rate Interface<br />
Per<strong>for</strong>mance Security Deposit / Security Deposit<br />
Person or entity that is a recipient <strong>of</strong> a good or service provided by a<br />
seller (bidder) under a purchase order or contract <strong>of</strong> sale. Also called<br />
buyer. RISL in this <strong>RFP</strong> document.<br />
Quarterly Guaranteed Revenue<br />
Quality <strong>of</strong> Services<br />
Request <strong>for</strong> Proposal<br />
<strong>Rajasthan</strong> State Industrial Development & Industrial Corporation<br />
RajCOMP Info Services Limited<br />
<strong>Rajasthan</strong> State Data Centre, New IT Building, Jaipur<br />
RajComp Info Services Ltd. (RISL) 9
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
RUHS<br />
RTI<br />
SAN<br />
Services<br />
SLA<br />
SMS<br />
SOP<br />
SoW<br />
SPOC<br />
SSDG<br />
SSI<br />
State<br />
<strong>Government</strong><br />
STQC<br />
TIN<br />
TRAI<br />
UAT<br />
UIDAI<br />
VAT/ CenVAT<br />
WO/ PO<br />
<strong>Rajasthan</strong> University <strong>of</strong> Health Sciences<br />
Right to In<strong>for</strong>mation<br />
Storage Area Network<br />
“Services” means the services to be delivered by the successful bidder<br />
and as required to run the project successfully as per the Contract. A<br />
service is the intangible equivalent <strong>of</strong> an economic good.<br />
Service Level Agreement<br />
Short messaging Services<br />
Standard Operating Procedure<br />
Scope <strong>of</strong> Work<br />
Single Point <strong>of</strong> Contact<br />
State Services Delivery Gateway<br />
Small Scale Industries<br />
<strong>Government</strong> <strong>of</strong> <strong>Rajasthan</strong><br />
Standardisation Testing and Quality Certification, Govt. <strong>of</strong> India<br />
Tax Identification Number<br />
Telecom Regulatory Authority Of India<br />
User Acceptance Test<br />
Unique Identification Authority <strong>of</strong> India<br />
Value Added Tax/ Central VAT<br />
Work Order/ Purchase Order<br />
RajComp Info Services Ltd. (RISL) 10
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
Draft Request <strong>for</strong> Proposal (<strong>RFP</strong>) Document<br />
For<br />
Selection <strong>of</strong> Agency <strong>for</strong> Implementing and Operating Citizen Contact<br />
Centre (<strong>CCC</strong>) in the State <strong>of</strong> <strong>Rajasthan</strong><br />
[<strong>Tender</strong> Reference No. No. 4.9(44)RISL/Tech/Misc/2012/6692 dated 22/11/2012]<br />
Mode <strong>of</strong> Bid Submission Online though eProcurement /<br />
<strong>Tender</strong>ing Authority/ Purchaser<br />
Date & Time <strong>of</strong> Pre-bid meeting<br />
Last Date & Time <strong>of</strong> Submission <strong>of</strong><br />
eBid<br />
Date & Time <strong>of</strong> Opening <strong>of</strong> Technical<br />
eBid<br />
e<strong>Tender</strong>ing system at<br />
http://eproc.rajasthan.gov.in<br />
Managing Director,<br />
RajCOMP Info Services Limited (RISL),<br />
First Floor, Yojana Bhawan, Tilak<br />
Marg, C-Scheme, Jaipur (<strong>Rajasthan</strong>)<br />
06.12.2012 at 3.00 pm<br />
03.01.2013 at 3.00 pm<br />
04.01.2013 at 4.00 pm<br />
Cost <strong>of</strong> <strong>Tender</strong> Document: Rs. 5,000 (Rupees Five Thousand only)<br />
Name <strong>of</strong> the Bidding Company/ Firm:<br />
Contact Person (Authorised Bid<br />
Signatory):<br />
Correspondence Address:<br />
Mobile No. Telephone &<br />
Fax Nos.:<br />
Website & E-Mail:<br />
RajComp Info Services Ltd. (RISL) 11
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1. INVITATION FOR BIDS (IFB) & NOTICE INVITING TENDER (NIT)<br />
i. RISL, on behalf <strong>of</strong> <strong>Government</strong> <strong>of</strong> <strong>Rajasthan</strong>, invites electronic bid (eBid) proposals<br />
from reputed, competent and pr<strong>of</strong>essional In<strong>for</strong>mation Technology (IT) Firms, who<br />
meet the minimum eligibility criteria as specified in this bidding document <strong>for</strong> the<br />
design, development, implementation and maintenance <strong>of</strong> an end to end IT solution <strong>for</strong><br />
the Implementation and Opeartion <strong>of</strong> Citizen Contact Centre in the State <strong>of</strong> <strong>Rajasthan</strong>,<br />
as detailed in the section titled "scope <strong>of</strong> work" <strong>of</strong> this <strong>RFP</strong> document.<br />
ii. The complete bidding document has been published on the website<br />
http://eproc.rajasthan.gov.in and http://risl.rajasthan.gov.in, <strong>for</strong> the purpose <strong>of</strong><br />
downloading.<br />
iii. Bidders who wish to participate in this bidding process must register on<br />
http://eproc.rajasthan.gov.in (bidders already registered on<br />
http://eproc.rajasthan.gov.in be<strong>for</strong>e 30-09-2011 must register again).<br />
iv. To participate in online bidding process, Bidders must procure a Digital Signature<br />
Certificate (Type III) as per In<strong>for</strong>mation Technology Act-2000 using which they can<br />
digitally sign their electronic bids. Bidders can procure the same from any CCA approved<br />
certifying agency, i.e. TCS, safecrypt, Ncode etc. Bidders who already have a valid Digital<br />
Signature Certificate (DSC) need not procure a new DSC.<br />
v. A two-stage,two envelope selection procedure shall be adopted.<br />
vi. Bidder (authorised signatory) shall submit their <strong>of</strong>fer on-line in Electronic <strong>for</strong>mats both<br />
<strong>for</strong> technical and financial proposal. However, DD <strong>for</strong> <strong>Tender</strong> Fees, RISL Processing<br />
Fees and EMD should be submitted physicaly at the <strong>of</strong>fice <strong>of</strong> <strong>Tender</strong>ing Authority as<br />
prescribed in NIT and scanned copy <strong>of</strong> same should also be uploaded along with the<br />
technical bid/ cover.<br />
vii. RISL will not be responsible <strong>for</strong> delay in online submission due to any reason. For this,<br />
bidders are requested to upload the complete bid well advance in time so as to avoid any<br />
un<strong>for</strong>eseen problems.<br />
viii. Bidders are also advised to refer “Bidders Manual Kit” available at eProc website <strong>for</strong><br />
further details about the e-tendering process.<br />
ix. Training <strong>for</strong> the bidders on the usage <strong>of</strong> e-<strong>Tender</strong>ing System (eProcurement) is also<br />
being arranged by RISL on regular basis. Bidders interested <strong>for</strong> training may contact e-<br />
Procurement Cell, RISL <strong>for</strong> booking the training slot.<br />
x. Contact No: 0141-4022688 (Help desk 10 am to 6 pm on all working days)<br />
xi. e-mail: eproc@rajasthan.gov.in<br />
xii. Address : e-Procurement Cell, RISL, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur<br />
xiii. Please note that a pre-bid meeting <strong>of</strong> prospective bidders, who have purchased the<br />
tender / bidding document, is scheduled as per the details specified in Notice Inviting<br />
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xiv.<br />
xv.<br />
<strong>Tender</strong> (NIT) below. The objective <strong>of</strong> this meeting is to address the queries <strong>of</strong> the<br />
prospective bidders related to the Project/ Bidding document.<br />
No contractual obligation whatsoever shall arise from the <strong>RFP</strong>/ bidding process unless<br />
and until a <strong>for</strong>mal contract is signed and executed between the tendering authority and<br />
the successful bidder(s).<br />
RISL disclaims any factual/ or other errors in this document (the onus is purely on the<br />
individual bidders to verify such in<strong>for</strong>mation) and the in<strong>for</strong>mation provided herein are<br />
intended only to help the bidders to prepare a logical bid-proposal.<br />
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NOTICE INVITING TENDER-NIT<br />
[<strong>Tender</strong> Reference No. No. 4.9(44)RISL/Tech/Misc/2012/6692 dated 22/11/2012]<br />
RajCOMP Info Services Limited (RISL) invites electronic bids/ proposals (eBids) from eligible bidders <strong>for</strong> the<br />
Selection <strong>of</strong> Implementing and Operating agency <strong>for</strong> Citizen Contact Centre in the State <strong>of</strong> <strong>Rajasthan</strong>.<br />
Nature <strong>of</strong> the Project<br />
Cost <strong>of</strong> <strong>Tender</strong> Document<br />
(non-refundable)<br />
RISL Processing Fee (non-refundable)<br />
Estimated Project Cost<br />
Earnest Money Deposit (EMD)<br />
Publishing Date/ Time<br />
<strong>RFP</strong> Download Start Date/ Time<br />
Implementing and Operating Citizen Contact Centre in<br />
<strong>Rajasthan</strong> State<br />
Rs 5000(Rupees Five Thousand)<br />
Rs 1000(Rupees One Thousand)<br />
Rs 5 crores ( Rupees Five Crores)<br />
Rs 10 lakhs ( Rupees Ten Lakhs)<br />
24.11.2012 at 3.00 pm<br />
27.11.2012 at 11.00 am onwards<br />
06.12.2012 at 3.00 pm<br />
Date, Time& Venue <strong>of</strong> Pre-Bid Meeting<br />
Bid submission Start Date/ Time<br />
<strong>RFP</strong> Download End Date/ Time<br />
Bid submission End Date/ Time<br />
Submission <strong>of</strong> Banker’s Cheque/ Demand<br />
Draft <strong>for</strong> <strong>Tender</strong> Fee, EMD, and Processing<br />
Fee<br />
Technical Bid Opening Date/ Time<br />
Financial Bid Opening Date/ Time<br />
Websites <strong>for</strong> downloading <strong>Tender</strong><br />
Document, Corrigendum’s, Addendums etc.<br />
Managing Director,<br />
RajCOMP Info Services Limited (RISL),<br />
First Floor, Yojana Bhawan,<br />
Tilak Marg, C-Scheme,<br />
Jaipur (<strong>Rajasthan</strong>)<br />
14.12.2012 at 11.am onwards<br />
03.01.2013 at 3.00 pm<br />
03.01.2013 at 3.00 pm<br />
04.01.2013 at 3.00 pm<br />
04.01.2013 at 4.00 pm<br />
Will be intimated later to the Technically qualified bidders<br />
http://eproc.rajasthan.gov.in<br />
http://www.doitc.rajasthan.gov.in<br />
http://dipr.rajasthan.gov.in<br />
http://risl.rajasthan.gov.in<br />
Bid Validity<br />
180 Days from the date <strong>of</strong> bid submission<br />
* In case, any <strong>of</strong> the bidders fails to physically submit the Banker’s Cheque/ Demand Draft/BG <strong>for</strong> <strong>Tender</strong> Fee,<br />
EMD, and RISL Processing Fee up to 3.00pm on 04.01.2013, its Bid shall not be accepted. The Banker’s Cheque/<br />
Demand Draft should be drawn in favour <strong>of</strong> “Managing Director, RajCOMP Info Services Limited” payable at<br />
“Jaipur” from any Scheduled Commercial Bank.<br />
Date: 22.11.2012<br />
Managing Director<br />
RajCOMP Info Services Limited (RISL)<br />
Jaipur (<strong>Rajasthan</strong>)<br />
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2. BACKGROUND INFORMATION & PROJECT PROFILE<br />
2.1 Background In<strong>for</strong>mation<br />
Over the last decade, there has been an increasing need felt within the <strong>Government</strong> about<br />
improving the quality <strong>of</strong> Governance being provided to the common citizen. Given the fact that<br />
majority <strong>of</strong> the population lives in the rural areas and there is considerable difference in the socioeconomic<br />
and demographic pr<strong>of</strong>ile between urban and rural populace <strong>of</strong> the country, the need <strong>for</strong><br />
providing transparent, efficient, effective and af<strong>for</strong>dable Governance in the nearby locality <strong>of</strong> the<br />
common citizen has been realized. With the objective <strong>of</strong> providing better Governance and<br />
improving the quality <strong>of</strong> life <strong>of</strong> ordinary citizens <strong>of</strong> the country, <strong>Government</strong> <strong>of</strong> India (GoI) has<br />
initiated various e-Governance projects at Central and the State levels as part <strong>of</strong> the National e-<br />
Governance Plan (NeGP). Under NeGP a number <strong>of</strong> initiatives and projects have been identified<br />
and classified as Mission Mode Projects (MMP) by the <strong>Government</strong>.<br />
With the e-Governance initiatives attaining a certain level <strong>of</strong> maturity (in terms <strong>of</strong> service delivery<br />
mechanism) and creation <strong>of</strong> minimum infrastructure to support Governance related ICT<br />
initiatives, it has become imperative to increase the channels and interface points <strong>for</strong> service<br />
delivery <strong>for</strong> the common citizens. Telephone has been identified as one such channel which can be<br />
leveraged <strong>for</strong> providing G2C services. Telecom domain has seen exponential growth in terms <strong>of</strong><br />
penetration and reach to the citizens and especially to the rural populace in recent times and with<br />
percentage <strong>of</strong> tele-density in India, which is close to 79 1 % as per TRAI data, telephone provides an<br />
un-paralleled and unexplored channel which the potential <strong>of</strong> trans<strong>for</strong>ming the e-Governance to<br />
the next level.<br />
In order to improve the service delivery mechanism, some <strong>of</strong> <strong>Government</strong> agencies / departments<br />
at the Central and the State level have initiated and established call centers including IRCTC,<br />
IRDA, Jaankari (RTI, Bihar), Tele-Samadhan (MP) among others. However, most <strong>of</strong> these<br />
initiatives are stand alone with limited integration with each other and do not have a common<br />
plat<strong>for</strong>m / interface <strong>for</strong> the common citizens. This has created a unique problem <strong>for</strong> the citizens<br />
with multiple interfaces and numbers to deal with while availing different sets <strong>of</strong> services. Thus,<br />
there is a need <strong>for</strong> a common service delivery plat<strong>for</strong>m like a Contact Center having a single<br />
unique, easy to remember and common number <strong>for</strong> all the State level services to start with.<br />
While other channels <strong>of</strong> delivery such as departmental counters, websites, and service kiosks<br />
serve important functions, contact centres provide the advantage <strong>of</strong> greater accessibility due to<br />
1<br />
http://www.trai.gov.in/WriteReadData/WhatsNew/Documents/quarterly%20press%20release%20-final.<strong>pdf</strong><br />
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high penetration <strong>of</strong> telecom and cellular services in rural parts, ease <strong>of</strong> usage, reduced costs and<br />
improved service delivery over these channels.<br />
2.2 Project Pr<strong>of</strong>ile<br />
The communication revolution has been identified by the State <strong>of</strong> <strong>Rajasthan</strong> as an opportunity <strong>for</strong><br />
provisioning <strong>Government</strong> services through Citizen Contact Centre (<strong>CCC</strong>). The <strong>CCC</strong> will deliver<br />
non-emergency G2C services to citizens over the phone through a single unique number which<br />
will be common <strong>for</strong> all the State services. The objective behind establishment <strong>of</strong> State Citizen<br />
Contact centre is to provide a single point <strong>of</strong> contact to citizens <strong>for</strong> provision <strong>of</strong> non-emergency<br />
in<strong>for</strong>mational, grievance and transactional services <strong>for</strong> all government departments.<br />
It will be established in <strong>Rajasthan</strong> and will only handle the queries pertaining to the State. It will<br />
provide a facility <strong>of</strong> call <strong>for</strong>warding to the citizens if they want to connect to central services like<br />
IRCTC, etc. Some <strong>of</strong> the key benefits envisaged from <strong>CCC</strong> are listed as below:<br />
• Common, single Unique Number <strong>for</strong> the State services<br />
• Timely access to In<strong>for</strong>mation / G2C services<br />
• One number to call<br />
• Provide service tracking in<strong>for</strong>mation and grievance handling<br />
This <strong>RFP</strong> intends to select a suitable agency <strong>for</strong> establishment and operations & maintenance <strong>of</strong><br />
the Citizen Contact Centre in <strong>Rajasthan</strong> as per the scope <strong>of</strong> work and terms & conditions<br />
described in the following sections.<br />
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3. ELIGIBILITY CRITERIA<br />
This <strong>RFP</strong> pre-qualifies the following organizations which have been empanelled by Department <strong>of</strong><br />
Electronics and In<strong>for</strong>mation Technology, <strong>Government</strong> <strong>of</strong> India <strong>for</strong> providing contact centre<br />
services as part <strong>of</strong> the Citizen Contact Centre initiative (vide EOI No. 3(13)/2009-EG-II dated 13 th<br />
April 2011):<br />
1. M/s Aditya Birla Minacs<br />
2. M/s Genpact<br />
3. M/s Sparsh<br />
4. M/s Intelenet<br />
5. M/s Spanco<br />
6. M/s Tata Business Support Services<br />
Any other organization which wishes to participate through this <strong>RFP</strong> needs to con<strong>for</strong>m to the<br />
below mentioned eligibility criteria. Consortia are ineligible to bid except in case <strong>of</strong><br />
organizations empanelled by DeitY, GoI as mentioned above.<br />
S. Basic<br />
No. Requirement<br />
Specific Requirements<br />
1 Legal Entity The bidder should be a company<br />
registered under Indian<br />
Companies Act, 1956 or a<br />
partnership firm registered<br />
under Indian Partnership Act,<br />
1932 or a Proprietorship firm<br />
registered under the <strong>Rajasthan</strong><br />
Shops and Commercial<br />
Establishments Act, 1958 or a<br />
similar Act <strong>of</strong> any other state/<br />
Union<br />
2 Turnover from Average annual turnover <strong>of</strong> the<br />
IT/ ITeS bidder from IT/ ITeS over the<br />
last three financial years, i.e.,<br />
from FY 2009-2010 to 2011-<br />
2012 (as per the last published<br />
audited balance sheets), should<br />
be at least INR 10 crores<br />
3 Net Worth Bidder should have positive net<br />
worth (measured as paid-up<br />
capital plus free reserves) as on<br />
31 st March 2012<br />
4 Technical<br />
Capability<br />
4.1 Bidder should have operated<br />
a call centre with minimum 10<br />
Documents Required<br />
• Copy <strong>of</strong> Certificate(s) <strong>of</strong><br />
incorporation<br />
• Copy <strong>of</strong> Registration<br />
Certificate (s)<br />
CA Certificate with CA’s<br />
Registration Number/ Seal<br />
CA Certificate with CA’s<br />
Registration Number/ Seal<br />
Project Details (as per <strong>for</strong>mat in<br />
Annexure 1) and one <strong>of</strong> the<br />
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S.<br />
No.<br />
Basic<br />
Requirement<br />
Specific Requirements<br />
seats, operating with minimum<br />
20,000 inbound calls per month<br />
and serving customers in Hindi<br />
and English <strong>for</strong> at least one year<br />
in the last 3 financial years<br />
4.2 Bidder should have operated<br />
a call centre with at least 50<br />
seats at one site <strong>for</strong> at least one<br />
year in the last 3 financial years<br />
Documents Required<br />
following documents:<br />
- Work Completion<br />
Certificates from the client;<br />
OR<br />
- Work Order + Self<br />
Certificate <strong>of</strong> Completion<br />
(Certified by the Statutory<br />
Auditor); OR<br />
- Work Order + Phase<br />
Completion Certificate from<br />
the client)<br />
5 Tax<br />
registration<br />
and clearance<br />
The bidder should have a<br />
registered number <strong>of</strong><br />
i. VAT/Sales Tax where his<br />
business is located<br />
ii. Service Tax<br />
iii. Income Tax / Pan number.<br />
Along with any one <strong>of</strong> the three<br />
above, a self certification from<br />
competent authority that the<br />
furnished project meets the<br />
qualification requirements<br />
Copies <strong>of</strong> relevant certificates <strong>of</strong><br />
registration<br />
VAT clearance certificate from<br />
the Commercial Taxes Officer <strong>of</strong><br />
the Circle concerned<br />
The bidder should have cleared<br />
his VAT dues to the State<br />
<strong>Government</strong> <strong>of</strong> <strong>Rajasthan</strong>.<br />
6 OSP License Bidder has a valid Other Service<br />
Provider (OSP) license (as issued<br />
by DoT, GoI) <strong>for</strong> providing<br />
domestic services in India. In<br />
case the license is due to lapse<br />
be<strong>for</strong>e two years, the bidder<br />
must give an undertaking that<br />
the certification will be renewed<br />
be<strong>for</strong>e the expiry and the same<br />
will be valid during the tenure <strong>of</strong><br />
the project<br />
7 Blacklisting A firm is not eligible to<br />
participate in this project while<br />
under sanction by RISL.<br />
Similarly, at the time <strong>of</strong> bidding,<br />
the firms black-listed/ debarred<br />
in participating in any<br />
procurement activities by any<br />
State or Central <strong>Government</strong> or<br />
Copy <strong>of</strong> valid OSP license<br />
documents <strong>for</strong> at least 1 centre<br />
operating domestically<br />
A Self Certified letter<br />
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S.<br />
No.<br />
Basic<br />
Requirement<br />
Specific Requirements<br />
UT in India are not allowed to<br />
bid.<br />
Documents Required<br />
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4. SCOPE OF WORK, STAKEHOLDER RESPONSIBILITIES<br />
DELIVERABLES & TIMELINES<br />
4.1 Scope <strong>of</strong> Work (SoW)<br />
The objective <strong>of</strong> Citizen Contact Centre is to provide a single point <strong>of</strong> contact to residents <strong>for</strong><br />
provision <strong>of</strong> non-emergency in<strong>for</strong>mational and grievances services <strong>of</strong> identified <strong>Government</strong><br />
services in both Hindi and English. An indicative list <strong>of</strong> services is provided at Annexure 2 <strong>of</strong> this<br />
<strong>RFP</strong>. It is proposed that currently the following access channels will be used:<br />
a) Inbound Channels: Telephone, Mobile, Email, SMS (Status tracking only)<br />
b) Outbound Channel: Telephone, Email, SMS<br />
The contract period will two years from the date <strong>of</strong> successful go-live and will be extendable on<br />
year-to-year basis solely at the discretion <strong>of</strong> the Purchaser on same terms and conditions upto a<br />
maximum <strong>of</strong> three years beyond the current envisaged two years (2+3 years). During the contract<br />
tenure, the scope <strong>of</strong> work <strong>for</strong> <strong>CCC</strong> shall include the following two phases:<br />
4.1.1 <strong>CCC</strong> set up and commissioning;<br />
4.1.2 <strong>CCC</strong> Operations and Maintenance Phase<br />
This section mentions the scope <strong>of</strong> work required to be per<strong>for</strong>med by the CCO.<br />
4.1.1. <strong>CCC</strong> Set Up and Commissioning<br />
In this phase, the scope <strong>of</strong> work <strong>of</strong> the bidder will be to setup physical and technical infrastructure<br />
<strong>of</strong> the contact centre as per details given hereunder in order to get it ready <strong>for</strong> go-live. In case<br />
setup similar to <strong>CCC</strong> is being available with the CCO, that may be utilized subject to adherence to<br />
<strong>RFP</strong> terms and conditions.<br />
4.1.1.1. Physical Non-ICT Infrastructure<br />
Physical infrastructure will define the requirement <strong>of</strong> space <strong>for</strong> operating a call centre and its<br />
location.<br />
A. Location <strong>of</strong> <strong>CCC</strong><br />
The location <strong>of</strong> the contact centre shall be at 3 rd floor, Yojana Bhavan, Jaipur.<br />
B. Infrastructure/Building<br />
i. RISL shall provide space <strong>for</strong> agent area and training <strong>of</strong> agents <strong>for</strong> the citizen contact centre at<br />
Yojana Bhawan, Jaipur free <strong>of</strong> cost. The bidders may contact RISL if they desire to visit the<br />
proposed location be<strong>for</strong>e last date <strong>of</strong> bid submission. RISL shall ensure that space should be<br />
adequate <strong>for</strong> the seating <strong>of</strong> CCO staff. The CCO shall be handed over the allocated space upon<br />
issuance <strong>of</strong> the work order and shall have to ensure preparation <strong>of</strong> the allocated space <strong>for</strong><br />
operations <strong>of</strong> the <strong>CCC</strong>. This would include:<br />
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Office furniture and setup including air-conditioning, networking, telephone<br />
connectivity, pantry area etc<br />
Preparation <strong>of</strong> training room in the allocated area with appropriate facilities<br />
Adequate seating space <strong>for</strong> at least one RISL Officer<br />
Other facilities in compliance with the industry standards/ requirements <strong>for</strong> smooth<br />
operations <strong>of</strong> the contact centre<br />
ii. The proposed site should have adequate power back up <strong>of</strong> two hours battery backup.<br />
iii. The electricity <strong>for</strong> the <strong>CCC</strong> shall be provided by RISL free <strong>of</strong> cost.<br />
iv. CCO shall submit the entire blueprint (incl floor plans, training room plan, seating, civil/<br />
electrical work needed etc) <strong>of</strong> <strong>CCC</strong> to RISL <strong>for</strong> approval<br />
C. Toll Free Number<br />
The CCO shall acquire the toll free number only in the name <strong>of</strong> Purchaser i.e. the service<br />
subscriber will be Purchaser. The toll free number should have following features;<br />
• Number should be accessible from any other network operators also;<br />
• There shall be no call charges <strong>for</strong> customers calling to this number from any network;<br />
• Customer should be able to dial this toll free number from mobile as well as landline;<br />
CCO shall also procure an additional PRI line( 32 channels) <strong>for</strong> non toll free number in the name<br />
<strong>of</strong> Purchaser from any Telecom Service Provider other than toll free number to function as an<br />
alternate number in case <strong>of</strong> unavailability <strong>of</strong> the primary toll free number.<br />
The fees paid <strong>for</strong> the acquisition <strong>of</strong> the toll free number, non toll free number and applicable<br />
rentals shall be reimbursed on actuals after submission <strong>of</strong> relevant bills from the Service<br />
Providers. The tariff and the rental charges (<strong>for</strong> the toll free number, non toll free number and the<br />
telephone lines) negotiated with the Telecom Service Providers should be in consultation with<br />
Purchaser. The Vendor shall take the approval <strong>of</strong> the Purchaser be<strong>for</strong>e finalizing the tariff<br />
agreement with the Telecom Service Providers.<br />
The non-toll free number shall be used <strong>for</strong> outgoing calls to citizens and department <strong>for</strong> followups,<br />
quality feedback, etc. The cost associated <strong>for</strong> such calls shall be reimbursed by RISL based on<br />
orginal bills, invoices and supportings.<br />
D. Seats<br />
The <strong>CCC</strong> to be setup at <strong>Rajasthan</strong> will follow the per-seat model. The <strong>CCC</strong> will be <strong>of</strong> minimum 20<br />
seats, scalable to upto 100 based on requirement during the contract period. Initially, the <strong>CCC</strong> will<br />
<strong>of</strong> 20 seats only which will be operational throughout the window <strong>of</strong> operations as specified in<br />
para 4.1.2.2. The CCO shall maintain the above prescribed number <strong>of</strong> seats as long as there is no<br />
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additional requirement from RISL. If the requirement arises, RISL shall give an order <strong>for</strong> increase<br />
or decrease <strong>of</strong> the number <strong>of</strong> seats. The CCO shall have to ensure increase / decrease <strong>of</strong> seats as<br />
per the following:<br />
• Temporary increase(or increase during peak hours) shall mean increase <strong>for</strong> a limited<br />
period. It could be <strong>for</strong> a few months. it could also mean increase during peak hours in a<br />
day <strong>for</strong> any number <strong>of</strong> days.<br />
• For any temporary increase(or increase during peak hours) in number <strong>of</strong> seats, 10% <strong>of</strong> the<br />
current number <strong>of</strong> seats shall be kept as buffer.<br />
• Any requirement <strong>of</strong> permanent increase upto 10% additional seats or temporary<br />
increase(or increase during peak hours) beyond 10% but upto 20% <strong>of</strong> the current number<br />
<strong>of</strong> seats shall have to catered within 2 weeks from the date <strong>of</strong> notification <strong>of</strong> requirement<br />
• Any requirement <strong>of</strong> permanent increase in seats beyond 10% additional seats or<br />
temporary increase(or increase during peak hours) <strong>of</strong> beyond 20% <strong>of</strong> the current number<br />
<strong>of</strong> seats shall have to catered within 4 weeks from the date <strong>of</strong> notification <strong>of</strong> requirement<br />
• In case RISL wishes to reduce the number <strong>of</strong> seats/ change an agent, a written/ email<br />
communication will be sent to the CCO. The CCO shall be given a period <strong>of</strong> one week from<br />
the date <strong>of</strong> receipt <strong>of</strong> such communication as notice period be<strong>for</strong>e exit. The CCO would<br />
ensure appropriate handover <strong>of</strong> work from the outgoing agent.<br />
• The CCO shall be paid proportionately <strong>for</strong> the temporary increase(or increase during peak<br />
hours) in number <strong>of</strong> seats <strong>for</strong> applicable days/months by RISL. Suppose the CCO deploy a<br />
seat <strong>for</strong> 6 hours <strong>for</strong> two weeks( 84 hours) to handle peak hours calls. RISL shall pay the<br />
cost incured <strong>for</strong> per seat <strong>for</strong> 7days (84 hours /12 hours per day).<br />
4.1.1.2. Technical Infrastructure<br />
The scope <strong>of</strong> work <strong>of</strong> the CCO under establishment <strong>of</strong> IT infrastructure will include the following<br />
key activities:<br />
A) Procurement and Installation <strong>of</strong> IT infrastructure<br />
A.1. The CCO will procure or use existing client site infrastructure as per scope <strong>of</strong> work<br />
defined in the <strong>RFP</strong>. The procurement and setup <strong>of</strong> IT infrastructure (hardware and<br />
related s<strong>of</strong>tware) as per Bill <strong>of</strong> Material given in Annexure 3 shall be at the State Data<br />
Centre. The detailed functional requirements <strong>of</strong> these applications and non-functional<br />
requirements are available in Annexure 5 <strong>of</strong> this <strong>RFP</strong>.The key features <strong>of</strong> this setup shall<br />
be:<br />
The servers and server side infrastructure <strong>of</strong> the <strong>CCC</strong> will be co-located at the State<br />
Data Centre and shall thus be able to leverage common facilities in SDC like Facility<br />
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Management, Power backup etc. The list <strong>of</strong> co-located services which the SDC shall<br />
provide to CCO are available at Annexure 4<br />
The CCO shall connect the data centre with the <strong>CCC</strong> through optical fibre.<br />
It will be CCO’s responsibility to procure (as per Annexure 3) and deploy the<br />
hardware at RSDC. Appropriate manpower should be made available by CCO <strong>for</strong> the<br />
configuration and maintenance <strong>of</strong> the CRM/IVRS/CTI/Recording Solution. CCO shall<br />
be responsible <strong>for</strong> the uptime between SDC and agent area, measured against SLA.<br />
RSDC shall only provide FMS and O&M <strong>for</strong> the backup and recovery, vendor<br />
management <strong>for</strong> the hardware maintenance, OS configuartion, patch mangement <strong>for</strong><br />
the OS and database in consultation with CCO.<br />
It will be the CCO’s responsibility to provide connectivity between the State Data<br />
Centre and the area allocated to CCO by RISL <strong>for</strong> CCO operations<br />
The CCO shall follow the standard DR policies <strong>of</strong> <strong>Rajasthan</strong> State Data Centre. DR<br />
policies shall be shared with the selected CCO.<br />
The IT infrastructure at State Data Centre will be transferred to RISL upon go-live<br />
and the CCO will be reimbursed as per payment terms specified in Para 6.35.<br />
B) Customization and integration <strong>of</strong> applications<br />
B.1. As part <strong>of</strong> the establishment <strong>of</strong> the <strong>CCC</strong>, the CCO will be customize and integrate the<br />
various applications procured <strong>for</strong> <strong>CCC</strong> as per the requirements <strong>of</strong> RISL. These<br />
applications will include:<br />
Interactive Voice Response System<br />
Automatic Call Distribution<br />
Customer Relationship Management Application<br />
Computer Telephony Integration<br />
Recording Solution<br />
B.2. Suitable reporting s<strong>of</strong>tware should be available, as part <strong>of</strong> the above mentioned<br />
applications, to generate standard report <strong>for</strong>mats to measure/ verify various SLAs, <strong>for</strong><br />
monitoring the per<strong>for</strong>mance <strong>of</strong> agents, IVRS, ACD etc. CCO has to provide a portal <strong>for</strong><br />
sharing reports so that the designated <strong>of</strong>ficers <strong>of</strong> Purchaser are able to generate reports at<br />
Purchaser’s end. The key characteristics <strong>of</strong> the reports shall include:<br />
The reports should be in flexible report <strong>for</strong>mats, in xls, txt or any other user-friendly<br />
structure including graphics depending on the request <strong>of</strong> the Purchaser from time<br />
to time<br />
Reports should also be available in web-enabled <strong>for</strong>mat & should be configurable to<br />
be mailed to a defined mailing list at defined interval/ period<br />
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C) Content and SOP preparation: The CCO will be required to prepare detailed Standard<br />
Operating Procedures and content & scripts <strong>for</strong> at least 2 in<strong>for</strong>mation and 2 grievance services<br />
<strong>for</strong> UAT and testing purposes be<strong>for</strong>e go-live.<br />
D) Assistance in User Acceptance Testing <strong>of</strong> the complete solution and incorporation <strong>of</strong><br />
feedback/ bugs: The primary goal <strong>of</strong> Acceptance Testing and Certification is to ensure that the<br />
Project (including all the project components as discussed in the scope <strong>of</strong> work) meets<br />
requirements, standards, specifications and per<strong>for</strong>mance. As part <strong>of</strong> the acceptance testing<br />
and certification, the CCO will be responsible <strong>for</strong>:<br />
Preparation and submission <strong>of</strong> detailed FAT/UAT plans/ <strong>for</strong>mats<br />
Prepare various use cases and scenarios<br />
Per<strong>for</strong>m hardware and s<strong>of</strong>tware testing <strong>of</strong> various components/ modules as per the scope<br />
<strong>of</strong> work and functional requirements specified by RISL<br />
Assist RISL in carrying out user acceptance <strong>of</strong> the solution<br />
Provide system test cases with results<br />
Providing appropriate bug reporting and tracking tool<br />
Rectifying hardware and s<strong>of</strong>tware issues/bugs reported during testing upto the<br />
satisfaction <strong>of</strong> RISL<br />
Final approval/ user acceptance <strong>of</strong> the system will be given by RISL after successful<br />
implementation and testing<br />
E) Facilitate Security Audit <strong>of</strong> the system and incorporation <strong>of</strong> feedback/ bugs: Post UAT and<br />
incorporation <strong>of</strong> its feedback, the CCO will have to get the entire integrated solution <strong>for</strong> <strong>CCC</strong><br />
security audited by GoI empanelled agency and approved by RISL. The CCO will also be<br />
responsible <strong>for</strong> addressing the bugs received in the security audit. The cost towards<br />
conducting this security audit should have to be borne by the CCO.<br />
F) Go-Live: Go-Live refers the commissioning <strong>of</strong> the <strong>CCC</strong> and shall be accomplished when all<br />
activities mentioned under Para 4.1.1.2 (A) to 4.1.1.2 (E), including:<br />
Hiring, training and floor-readiness <strong>of</strong> 20 agents including project manager and support<br />
staff (as per Para 4.1.2.8 and Para 4.1.2.9)<br />
Preparation and validation <strong>of</strong> content and scripts <strong>for</strong> at least 16 services spread across 4<br />
departments (as per Para 4.1.1.2 (C))<br />
Setting up (Installation, Testing and Commissioning) <strong>of</strong> SDC hardware and s<strong>of</strong>tware<br />
infrastructure<br />
UAT (using the toll number procured <strong>for</strong> the <strong>CCC</strong>) completion and incorporation <strong>of</strong> all<br />
feedback received during the UAT (as per para 4.1.1.2 (D))<br />
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4.1.2. <strong>CCC</strong> Operations and Management Phase<br />
4.1.2.1 Period <strong>of</strong> Operations and Management Phase<br />
Post commissioning, the <strong>CCC</strong> shall enter the operations and management phase which the CCO<br />
shall have to run as per details given hereunder <strong>for</strong> two years from go-live. The contract will be<br />
extendable on a year-to-year basis solely at the discretion <strong>of</strong> the Purchaser on same terms and<br />
conditions upto maximum extension <strong>of</strong> three years beyond the current envisaged two years and as<br />
per Para 6.37 (Change Requests/ Management and Contract Amendments) <strong>of</strong> this <strong>RFP</strong>. In case <strong>of</strong><br />
any extension to the CCO beyond two years after go-live, the per seat cost may be increased by 8%<br />
on an annual basis on the previous per seat cost<br />
4.1.2.2 Window <strong>of</strong> operations<br />
The operating window <strong>for</strong> <strong>CCC</strong> shall be from 8 am to 8 pm, 7 days a week and the CCO should<br />
maintain the number <strong>of</strong> agents requested by the purchaser throughout the window <strong>of</strong> operations.<br />
<strong>CCC</strong> shall not be operational on National holidays.<br />
4.1.2.3 Language Capabilities<br />
<strong>CCC</strong> should support English and Hindi language to enable access to a greater section <strong>of</strong><br />
the populace.<br />
For contacts made via telephone, an IVRS prompt shall provide language options to the<br />
caller to facilitate language selection. The CCO shall ensure that adequate number <strong>of</strong><br />
agents trained in local language are available <strong>for</strong> providing services.<br />
Any online interface provided by the CCO should also support bi-lingual (English and<br />
Hindi) capabilities <strong>for</strong> both display and input. Outbound emails to customers shall be in<br />
the language <strong>of</strong> communication recieved from the customer. In case language <strong>of</strong><br />
communication is not known, Hindi will be the default language. All types <strong>of</strong><br />
SMS(inbound and outbound) shall be supported in Hindi and English langauages.<br />
4.1.2.4 Content Management<br />
Content creation and management is the backbone <strong>of</strong> any contact centre. The CCO will create,<br />
maintain, update and validate the scripts from the data <strong>for</strong> the purposes <strong>of</strong> facilitating the same to<br />
its agents. These scripts shall be considered <strong>for</strong> real-time citizen interaction usage only after<br />
approval from the respective state departments.<br />
Content Management shall entail the following activities on the part <strong>of</strong> CCO:<br />
a. Content Creation: Content creation refers to the conversion and trans<strong>for</strong>mation <strong>of</strong> the<br />
identified in<strong>for</strong>mation and data in pre-defined <strong>for</strong>mats. Once the data transfer is<br />
completed from the Department’s end, this data shall be processed at <strong>CCC</strong> level <strong>for</strong><br />
conversion in pre-defined <strong>for</strong>mats, usually in script <strong>for</strong>m, which shall be utilized by <strong>CCC</strong><br />
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Agents during service delivery to citizens. During data processing, it shall be ensured by<br />
CCO that sanctity <strong>of</strong> data is maintained and no change in data content is done.<br />
b. Content Update and Modification: CCO must ensure periodic update <strong>of</strong> content. Any<br />
update intimated by the Participating Department or Purchaser must be incorporated<br />
within 2 days <strong>of</strong> such intimation.<br />
CCO must also ensure preparation <strong>of</strong> FAQs on the basis <strong>of</strong> frequent service requests<br />
experienced at <strong>CCC</strong>; the same shall be incorporated in the content every 15 days.<br />
c. Content Validation: CCO must ensure validation and <strong>for</strong>mal vetting <strong>of</strong> scripts (including<br />
FAQs) generated and updated on the basis <strong>of</strong> content received from the participating<br />
departments be<strong>for</strong>e its use <strong>for</strong> real-time citizen interaction. The manner and frequency <strong>of</strong><br />
validation shall be decided during discussions between the State and CCO. CCO shall<br />
submit the script / content related to the services to the owner/ participating department<br />
with the help <strong>of</strong> RISL and take <strong>for</strong>mal approval either through email / written<br />
communication. RISL shall facilitate and help CCO in seeking timely approval from the<br />
participating department.<br />
4.1.2.5 Call Management<br />
<strong>CCC</strong> will be accessible by the customers on the designated number and email address. The calls<br />
initiated from any phone number/ operator to the designated number shall land in the <strong>CCC</strong> <strong>of</strong> the<br />
State. An indicative call flow is provided at Annexure 6 <strong>of</strong> the <strong>RFP</strong> document.<br />
The CCO will be required to prepare the Standard operating procedures (SOP) <strong>for</strong> various call<br />
types received through various channels and <strong>for</strong> each service to be delivered from the <strong>CCC</strong>. The<br />
list <strong>of</strong> standard operating procedures to be prepared includes, but not limited to, the following:<br />
SOP <strong>for</strong> handling voice, SMS and eMail channels <strong>for</strong> both in<strong>for</strong>mation and grievance<br />
requests<br />
SOP <strong>for</strong> call closure including follow-up with departments<br />
SOP, scripts and escalation matrix <strong>for</strong> each service to delivered through <strong>CCC</strong><br />
4.1.2.6 System Maintenance post Go-Live<br />
The CCO shall be responsible <strong>for</strong> <strong>CCC</strong> solution and infrastructure maintenance during the<br />
operations and maintenance phase which shall include:<br />
Annual Technical Support Services including application patch, updates and deployment<br />
Application Customization (incl IVR Tree expansion)<br />
Maintenance <strong>of</strong> IT Infrastructure and support systems<br />
Helpdesk Management<br />
Preventive Maintenance Services<br />
Corrective Maintenance Services<br />
Configuration Maintenance Services<br />
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<br />
<br />
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Network Management Services<br />
Vendor Management Services<br />
Asset Management Services<br />
Overall responsibility <strong>for</strong> smooth operations <strong>of</strong> the complete <strong>CCC</strong> ecosystem<br />
4.1.2.7 Monitoring<br />
A facility should be available <strong>for</strong> Purchaser’s monitoring team, external & internal auditors<br />
to periodically inspect the functioning <strong>of</strong> Call Center. The monitoring team should be able<br />
to access all sub-systems/ servers), records, security measures including data & s<strong>of</strong>tware<br />
back-ups, firewalls, anti-virus s<strong>of</strong>tware updates etc.<br />
For monitoring, audit and quality assurance purposes, 100% call recording should be done<br />
and such recordings should be stored <strong>for</strong> a minimum period <strong>of</strong> 180 days from the date <strong>of</strong><br />
recording. CCO shall provide the recorded log to the Purchaser every half-yearly via<br />
compatible medium.<br />
Additionally, CCO should provide facility to remotely monitor per<strong>for</strong>mance on all SLAs/<br />
KPIs and also <strong>of</strong> all the applications provided by the system i.e. real- time ACD statistics,<br />
calls in queue, number <strong>of</strong> agents logged in, number <strong>of</strong> agents abandoned answered calls,<br />
query <strong>of</strong> the call logs <strong>of</strong> a particular customer etc. by designated Call Center Coordinator or<br />
Call Center in-charge<br />
CCO should generate and submit to RISL periodic MIS and SLA reports as per the <strong>for</strong>mat<br />
and frequency decided by RISL<br />
4.1.2.8 Manpower Requirements<br />
a) The CCO will be responsible <strong>for</strong> providing manpower <strong>for</strong> the number <strong>of</strong> seats specified in<br />
Para 4.1.1.1 (d). The CCO should provision <strong>for</strong> staff (incl buffer staff, if any) in such a way that<br />
the SLAs specified are maintained.<br />
b) The CCO will have to ensure availability <strong>of</strong> below mentioend staff on a full time basis at<br />
Jaipur in the <strong>CCC</strong>:<br />
i. The CCO shall provide 1 project manager <strong>for</strong> first 50 seats. For any additional<br />
requiremnent beyond 50 seats, the CCO will provide an additional project<br />
manager.<br />
ii. The CCO shall provide agents as specified in para 4.1.2.8 above<br />
iii. The CCO shall provide 1 content manager <strong>for</strong> every 10 seats. There<strong>for</strong>e, <strong>for</strong> after 29<br />
seats, there will be 2 content manager but <strong>for</strong> 30 seats there will be 3 content<br />
managers.<br />
iv. Based on need, requirement <strong>for</strong> s<strong>of</strong>tware developers may arise <strong>for</strong> customization<br />
and/ or integration requirements at <strong>CCC</strong>. The CCO will provide s<strong>of</strong>tware<br />
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developers as per the UIDAI empanelment <strong>for</strong> S<strong>of</strong>tware Solution Providers (Tier<br />
III).<br />
v. The educational qualifications and experience requirements <strong>for</strong> the project<br />
manager, agents, content manager and s<strong>of</strong>tware developer are available in<br />
Annexure 7.<br />
vi. While the CCO will be paid on the basis <strong>of</strong> seats specified in para 4.1.1.1 (d), it shall<br />
also have to ensure the additional staff such as team leads, trainers, quality team<br />
etc from time to time in order to effectively run the <strong>CCC</strong> operations within the<br />
prescribed SLAs.<br />
c) The CCO will be liable to adhere to all the labour laws and any other laws as may be<br />
applicable. Any violation in this regard will empower RISL to terminate the contract. There<br />
will not be any employer-employee relationship between Purchaser and staff <strong>of</strong> CCO. As<br />
such, the CCO’s personnel, employees, agents, etc, should have no authority or right to bind<br />
Purchaser in any manner. It is also clarified that the personnel employed by the CCO will be<br />
exclusively the employees <strong>of</strong> the CCO, will be supervised directly and controlled by the CCO<br />
or its representative, shall be governed by terms <strong>of</strong> the CCO’s employment and should have<br />
no relationship with Purchaser. The CCO shall be responsible and liable in the event <strong>of</strong> any<br />
adverse claims <strong>of</strong> whatsoever nature made on Purchaser by the employees <strong>of</strong> the CCO.<br />
d) If it is observed by Purchaser that an Agent/ Team Leader has misbehaved with a caller on<br />
telephone, or if complaint is received against any <strong>of</strong> the Agent/ Team Leader or if his/ her<br />
per<strong>for</strong>mance is found to be lacking in the opinion <strong>of</strong> Purchaser, Purchaser may instruct the<br />
CCO to remove such person from the Purchaser's Call Center.<br />
4.1.2.9 Training<br />
a) CCO should make arrangements <strong>for</strong> imparting proper training in s<strong>of</strong>t skills, language skills,<br />
call handling via different channels, training on CRM terminals, content based training etc.<br />
so as to prepare the agents to answer different types <strong>of</strong> queries, and on other appropriate<br />
aspects <strong>of</strong> contact centre services. The salient featutres <strong>of</strong> the training program <strong>for</strong> the agents<br />
is provided at Annexure 7 <strong>of</strong> this document.<br />
b) CCO shall ensure that all the agents are put on live customer interactions only after providing<br />
them 30 days <strong>of</strong> successful training. All training costs are CCO’s responsibility.<br />
c) The purchaser has the right to attend any training session and/or conduct a training test <strong>for</strong><br />
agent/s<br />
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4.2 Out <strong>of</strong> Scope activities <strong>for</strong> CCO<br />
The following activities have not been included in the scope <strong>of</strong> the CCO currently. However, based<br />
on future requirements, the CCO may be asked to undertake one or more <strong>of</strong> the following<br />
activities:<br />
<br />
<br />
<br />
Integration <strong>of</strong> the existing departmental applications with <strong>CCC</strong><br />
Customization to the IT infrastructure (as mentioned under Para 4.1.1.2) resulting from/<br />
necessitated by integration with departmental applications<br />
Any other related activity which is not a part <strong>of</strong> scope <strong>of</strong> work above<br />
The scope <strong>of</strong> work under this section shall be awarded to the CCO as per Section 6.37 Change<br />
Request/Management.<br />
4.3 Other Stakeholders’ Responsibilities<br />
The ability <strong>of</strong> the CCO to accomplish its scope <strong>of</strong> work, as specified above, depends on multiple<br />
factors including external stakeholders like RISL fulfilling their responsibilities/ obligations<br />
towards the project. These stakeholders and their responsibilities are mentioned below:<br />
a) RajCOMP Info Services Limited (RISL): RISL shall be the state designated agency <strong>for</strong><br />
implementation and maintenance <strong>of</strong> Citizen Contact Centre in <strong>Rajasthan</strong>. The primary<br />
responsibilities <strong>of</strong> RISL shall include but not limited to:<br />
Finalization and <strong>for</strong>malization <strong>of</strong> agreement and contract with the selected CCO<br />
Allocation <strong>of</strong> space <strong>for</strong> CCO operations at Yojana Bhawan, Jaipur premises<br />
Provide Electricity connection free <strong>of</strong> cost to the CCO<br />
Facilitate necessary approvals <strong>for</strong> setting up <strong>of</strong> <strong>CCC</strong> operations in the space allocated to<br />
the CCO<br />
RISL shall bear the cost <strong>of</strong> the providing support (FMS and O&M) <strong>for</strong> the backup and<br />
recovery <strong>of</strong> the contact centre application.<br />
Ensure facilitation, support and coordination <strong>for</strong> <strong>CCC</strong> integration with NeGP<br />
infrastructure projects including SDC, SWAN, CSC, State Portal, etc<br />
Coordinate and facilitate interactions between the project stakeholders including CCO,<br />
State <strong>Government</strong> Departments and State PMU <strong>for</strong> <strong>CCC</strong> implementation<br />
Facilitate administrative readiness and e-readiness <strong>of</strong> the State <strong>Government</strong><br />
including participating Departments<br />
Facilitate necessary MoU / agreements with State Line Departments/CCO(as<br />
applicable)<strong>for</strong> defining service levels <strong>for</strong> identified services, overseeing service level<br />
adherence, implementation and sustainability <strong>of</strong> the project and subsequent state<br />
wide rollout<br />
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Approval <strong>of</strong> toll-free number, the provider and the rate plan<br />
Identification <strong>of</strong> departments and services to be included in <strong>CCC</strong> along with the<br />
service roll out plan<br />
Coordinate with participating departments and oversee the process changes which<br />
would be required from departments’ end <strong>for</strong> enabling the service delivery through <strong>CCC</strong><br />
Project Management, Monitoring and Evaluation as per SLAs defined in the contract /<br />
agreement with CCO<br />
Periodic review <strong>of</strong> the project progress, identification <strong>of</strong> risks and guidance on risk<br />
mitigation including preparation <strong>of</strong> monthly status reports and quarterly review <strong>of</strong> <strong>CCC</strong><br />
per<strong>for</strong>mance against the benchmarked SLAs<br />
Coordination with multiple stakeholders <strong>for</strong> resolution <strong>of</strong> issues and challenges<br />
identified during the project implementation phase and post implementation phase<br />
RISL shall also ensure necessary facilitation <strong>for</strong> content generation / creation / update<br />
<strong>of</strong> records <strong>for</strong> undertaken services and authentication <strong>of</strong> the same by the participating<br />
departments. Post conversion, this shall be authenticated and validated by the<br />
participating departments and service owners <strong>for</strong> all the <strong>CCC</strong> services.<br />
Administration rights <strong>of</strong> the procured IT infrastructure by bidder and hosted at SDC,<br />
shall be vested by RISL.<br />
Provide email access to the agents<br />
b) Participating State Department<br />
Participating departments shall be identified at the State level under the supervision <strong>of</strong> RISL.<br />
Once the departments agree and accept to participate in the <strong>CCC</strong>, these departments shall ensure<br />
the following:<br />
Appointment <strong>of</strong> Nodal Officer <strong>for</strong> the department as SPOC (Single Point <strong>of</strong> Contact) <strong>for</strong><br />
<strong>CCC</strong> coordination with other <strong>CCC</strong> stakeholders<br />
Identification and finalization <strong>of</strong> services to be delivered through <strong>CCC</strong> in conjunction<br />
with RISL<br />
Ensure the required support <strong>for</strong> enabling the identified service to be launched through<br />
<strong>CCC</strong>. This shall include the following steps:<br />
Content Creation<br />
Content Validation – State Department shall be responsible <strong>for</strong> validating all<br />
the data related to its services including the agent scripts<br />
Periodic/ need based Data Update & Modification<br />
State Department shall be responsible <strong>for</strong> updating the data regularly, deleting<br />
or removing irrelevant data and adding new data<br />
Sharing <strong>of</strong> in<strong>for</strong>mation updates (as applicable <strong>for</strong> transactional services)<br />
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<br />
In<strong>for</strong>mation dissemination: Promote usage <strong>of</strong> <strong>CCC</strong> through its own media,<br />
channels, campaigns<br />
Processing <strong>of</strong> citizen service requests routed through <strong>CCC</strong> in a time bound manner<br />
c) RSDC(<strong>Rajasthan</strong> State Data Centre)<br />
RSDC is the State data centre which will host the hardware and s<strong>of</strong>tware infrastructure at its<br />
place. It plays a key role in implementation <strong>of</strong> the contact centre in the state, with following<br />
responsibilities:-<br />
<br />
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All services, applications and infrastructure to provide efficient delivery <strong>of</strong> G2C services<br />
will be consolidated on RSDC.<br />
The bidder shall be provided with the hardware infrastructure <strong>for</strong> enabling the various<br />
IT components <strong>of</strong> <strong>CCC</strong>. The list <strong>of</strong> infrastructure to be provide by RSDC has been<br />
attached as Annexure4 <strong>of</strong> this <strong>RFP</strong>.<br />
RSDC shall be responsible to manage all shared servers and infrastructure to be used<br />
<strong>for</strong> deployment <strong>of</strong> contact centre IT infrastructure<br />
RSDC shall provide infrastructure such as firewall service, directory service,<br />
management and data storage services, SMS and payment gateway which could be a<br />
shared infrastructure to all the applications /departments in the RSDC.<br />
Some <strong>of</strong> the key functionalities <strong>of</strong> RSDC are Central Data Repository <strong>of</strong> the State,<br />
Secure Data Storage, Disaster Recovery, Remote Management and Service Integration.<br />
The RSDC shall provide existing EMS server and tools <strong>for</strong> the SLA management, in<br />
respect to monitor application downtime and application per<strong>for</strong>mance.<br />
The RSDC shall provide with existing IT help desk server and tools <strong>for</strong> help desk<br />
monitoring.<br />
RSDC shall provide necessary server licenses like operating system <strong>for</strong> (servers),<br />
antivirus (servers), backup s<strong>of</strong>tware licence etc.<br />
RSDC shall provide required physical and remote access to bidder <strong>for</strong> monitoring the<br />
contact centre applications at RSDC.<br />
RSDC shall share the required non-IT infrastructure (e.g. Electricity, power backup<br />
etc.) as per service level.<br />
RSDC shall provide SAN Storage, high speed (Fibre Channel)<br />
RSDC shall provide all SAN related infrastructure (e.g. SAN switch) <strong>for</strong> sharing to the<br />
successful bidder.<br />
RSDC shall provide SAN SATA and Tap library usable <strong>for</strong> archived data storage.<br />
RSDC shall provide required number <strong>of</strong> Internal and external IP at data centre <strong>for</strong> the<br />
contact centre applications.<br />
RSDC shall share the server/architecture only if required, with the selected CCO.<br />
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4.4 Project Milestones & Time Schedule<br />
It is envisaged that the <strong>CCC</strong> go-live shall be accomplished by the CCO within 16 weeks from the<br />
date <strong>of</strong> issuance <strong>of</strong> work order to the CCO and shall include delivery <strong>of</strong> following:<br />
S.<br />
No<br />
.<br />
1. <strong>CCC</strong> Go-Live<br />
Milestone Scope Of Work Deliverables<br />
2. Operations &<br />
Maintenance<br />
Phase<br />
Site Preparation Plan (with layout<br />
4.1.1.1 (A, B & D) blueprint)<br />
Site Completion Report (Completion <strong>of</strong><br />
civil and interior work and other non-IT<br />
infrastructure) and team deployment<br />
4.1.1.1 (C) Toll free number selection and plan<br />
finalization<br />
4.1.1.2 (A &B) Solution deployment, Integration and<br />
customization report<br />
4.1.1.2 (C) Content Development and SOP<br />
Preparation<br />
4.1.1.2 (D) User Acceptance Testing<br />
4.1.1.2 (E) Security Audit<br />
4.1.1.2 (F) Go-Live Certificate<br />
4.1.2 SLA reports<br />
MIS reports<br />
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5. INSTRUCTIONS TO BIDDER (ITB) & BIDDING PROCESS<br />
5.1 Sale <strong>of</strong> <strong>Tender</strong>/ Bidding Document<br />
The complete bidding document shall be available on the websites <strong>for</strong> the period as specified in<br />
the NIT. The prospective bidders are permitted to download the bidding document from any <strong>of</strong><br />
the specified websites but must pay the cost <strong>of</strong> tender/ bidding document while submitting the<br />
ebids.<br />
5.2 Clarifications to the Bidding/ Bid Document<br />
a) If the prospective bidder has any doubts as to the meaning <strong>of</strong> any portion <strong>of</strong> the bidding<br />
document, then he is allowed to refer the same to the tendering authority and get<br />
clarifications. He may do so by contacting the tendering authority in writing at the tendering<br />
authority’s address indicated in the NIT.<br />
b) The <strong>Tender</strong>ing authority/ Procurement Committee will respond, either in writing or will<br />
upload the details on the websites mentioned in the NIT, to any request <strong>for</strong> clarification,<br />
provided that such request is received no later than 8 Days after the Pre-bid Meeting. All<br />
the prospective bidders must submit the prescribed <strong>Tender</strong> Fee be<strong>for</strong>e submitting any such<br />
requests to the <strong>Tender</strong>ing authority.<br />
c) The <strong>Tender</strong>ing authority shall <strong>for</strong>ward copies <strong>of</strong> its response to all Bidders who have<br />
purchased the Bidding Document directly from it and shall also place it on the eProc<br />
website, including a description <strong>of</strong> the inquiry but without identifying its source.<br />
d) Should the <strong>Tender</strong>ing authority deem it necessary to amend the Bidding Document as a<br />
result <strong>of</strong> a clarification or otherwise, it shall do so by issuing a revised bidding document<br />
and/ or Addendum/ Corrigendum. If need be, the deadline <strong>for</strong> submission <strong>of</strong> Bids may also<br />
be extended in order to give reasonable time to the prospective \Bidders to take into account<br />
the amendment.<br />
e) Post-bid clarifications, if any, will be sought only once. Hence, bidders are advised to<br />
prepare and submit the bid accordingly and ensure that all the required documents are in<br />
place. Also, clarifications shall be sought only <strong>for</strong> the bid/ documents submitted and no new<br />
documents shall be accepted.<br />
5.3 Pre-bid Conference/ Meeting<br />
a) The bidder or its <strong>of</strong>ficial representative (not more than two representatives per bidder) is<br />
invited to attend the pre-bid meeting as per the details specified in NIT. The objective <strong>of</strong> this<br />
meeting is to address the generic queries <strong>of</strong> the prospective bidders related to the Project/<br />
bidding document.<br />
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b) Only the bidders/ firms, who have purchased the bidding document from the <strong>of</strong>fice <strong>of</strong> the<br />
RISL or have deposited the prescribed tender fee, are allowed to attend the pre-bid<br />
conference/ meeting and submit their pre-bid queries in the specified <strong>for</strong>mat as per<br />
Annexure-8. Bidders having purchased the bidding document are welcome to attend the<br />
pre-bid meeting, even if they do not have any specific queries. <strong>Tender</strong>ing authority shall<br />
respond to the queries <strong>of</strong> only those bidders who have purchased the bidding document till<br />
the day <strong>of</strong> pre-bid meeting or within 8 days after the Pre-bid meeting.<br />
c) As a result <strong>of</strong> discussions in the pre-bid conference, if modifications in the bidding<br />
document, specifications <strong>of</strong> services and/ or goods are considered necessary, they may be<br />
done by issuing an addendum/ corrigendum and its copies shall be sent through Email/ post<br />
to all the bidders having purchased the bidding document. The corrigendum/ addendum<br />
and the Final bidding document will be placed on the websites as specified in the NIT.<br />
d) The tendering authority reserves the right not to respond to any/ all queries raised or<br />
clarifications sought if, in their opinion and at their sole discretion, they consider that it<br />
shall be inappropriate to do so or do not find any merit in it.<br />
5.4 Amendment <strong>of</strong> Bidding Document<br />
a) At any time prior to the deadline <strong>for</strong> submission <strong>of</strong> the Bids, the tendering authority may<br />
amend the Bidding document by issuing Corrigendum/ Addendum.<br />
b) Any Corrigendum/ Addendum issued shall be a part <strong>of</strong> the Bidding document and shall be<br />
communicated to all, either in writing or by uploading the details on the websites mentioned<br />
in the NIT, who have purchased the Bidding document and on the websites specified in NIT.<br />
c) To give prospective Bidders reasonable time in which to take a Corrigendum/ Addendum<br />
into account in preparing their Bids, the tendering authority may, at its discretion, extend<br />
the deadline <strong>for</strong> the submission <strong>of</strong> the Bids.<br />
d) Any change in date <strong>of</strong> submission and opening <strong>of</strong> bids shall be published in appropriate<br />
manner including the websites mentioned in the NIT.<br />
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5.5 Documents comprising the Bid<br />
a) A two stage-Two envelope/ cover system shall be followed <strong>for</strong> the eBid –<br />
• Technical bid (including the eligibility & technical documents)<br />
• Commercial bid<br />
b) Technical bid shall include the following documents: -<br />
S. No. Documents Type Document Format<br />
1 Covering Letter – Technical Bid On bidder’s letter head duly signed by<br />
authorized signatory<br />
Fee Details<br />
2 <strong>Tender</strong> Fee Scanned copy <strong>of</strong> Fee Receipt<br />
3 RISL Processing Fee Scanned copy <strong>of</strong> Fee Receipt<br />
4 EMD Scanned copy <strong>of</strong> DD/ Banker’s Cheque/<br />
Bank Guarantee<br />
Eligibility Documents<br />
5 <strong>Tender</strong> Form As per Annexure-9<br />
6 Bidder’s Authorisation Certificate As per Annexure-10<br />
7 Self-Declaration – No Blacklisting As per Annexure- 11<br />
8 All the documents mentioned in the<br />
“Eligibility Criteria”, in support <strong>of</strong> the<br />
As per the <strong>for</strong>mat mentioned against the<br />
respective eligibility criteria clause<br />
eligibility<br />
Technical Documents<br />
9 Certificate <strong>of</strong> con<strong>for</strong>mity/ no deviation As per Annexure- 12<br />
10 Manufacturer's Authorization <strong>for</strong>m<br />
(MAF)<br />
Following items are required <strong>for</strong><br />
Manufacturer's Authorization and are<br />
also covered under Annexure 3:<br />
I) Hardware:-<br />
a) ACD- IVRS- Recording server<br />
b) CTI Integration server<br />
II) S<strong>of</strong>tware:-<br />
a) CRM<br />
b) CTI<br />
c) ACD<br />
d) Recording solution<br />
As per Annexure 13<br />
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e) IVRS solution<br />
f) Back Up-Storage manager<br />
g) EMS-Client <strong>for</strong> Server<br />
h) Antivirus- Client <strong>for</strong> Server<br />
11 Undertaking <strong>of</strong> Authenticity <strong>of</strong> As per Annexure 14<br />
Computer(Equipments)<br />
12 Components Offered As per Annexure 15<br />
13 Requirements Compliance Sheet As per Annexure 19<br />
c) Commercial bid shall include the following documents: -<br />
S. No. Documents Type Document Format<br />
1 Covering Letter – Financial Bid On bidder’s letter head duly signed<br />
by authorized signatory<br />
2 Price Bid As per BoQ (.XLS) on eProc<br />
website<br />
The bidder should ensure that all the required documents, as mentioned in this bidding<br />
document, are submitted along with the bid and in the prescribed <strong>for</strong>mat only. Non-submission<br />
<strong>of</strong> the required documents or submission <strong>of</strong> the documents in a different <strong>for</strong>mat/ contents may<br />
lead to the rejections <strong>of</strong> the bid proposal submitted by the bidder.<br />
Post-bid clarifications, if any, will be sought only once. Hence, bidders are advised to prepare<br />
and submit the bid accordingly and ensure that all the required documents are in place. Also,<br />
clarifications shall be sought only <strong>for</strong> the bid/ documents submitted and no new documents<br />
shall be accepted.<br />
5.6 Cost <strong>of</strong> Bidding<br />
The Bidder shall bear all costs associated with the preparation and submission <strong>of</strong> its eBid, and<br />
the tendering authority shall not be responsible or liable <strong>for</strong> those costs, regardless <strong>of</strong> the<br />
conduct or outcome <strong>of</strong> the bidding process.<br />
5.7 Language <strong>of</strong> Bids<br />
The eBid, as well as all correspondence and documents relating to the Bid exchanged by the<br />
Bidder and the tendering authority, shall be written only in English Language. Supporting<br />
documents and printed literature that are part <strong>of</strong> the Bid may be in another language provided<br />
they are accompanied by an accurate translation <strong>of</strong> the relevant passages in English/ Hindi<br />
language, in which case, <strong>for</strong> purposes <strong>of</strong> interpretation <strong>of</strong> the Bid, such translation shall govern.<br />
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5.8 Bid Prices<br />
a) Prices quoted in the bid must be firm and final and shall not be subject to any<br />
modifications, on any account whatsoever. The price quoted shall include all costs and all<br />
taxes and duties applicable to the bidder as per law <strong>of</strong> the Central/ State <strong>Government</strong>/<br />
Local Authorities, unless specifically asked <strong>for</strong> separately or excluded. Revision in taxes/<br />
duties including VAT and Service Tax shall be on account <strong>of</strong> the tendering authority if they<br />
have been asked <strong>for</strong> separately in the financial bid and are not taken into account <strong>for</strong> the<br />
purpose <strong>of</strong> comparison <strong>of</strong> bids. If, however, they have not been asked <strong>for</strong> separately, any<br />
benefit or additional cost will be on account <strong>of</strong> the bidder.<br />
b) All the prices should be quoted only in Indian Rupees (INR) Currency.<br />
c) Prices/ Rates shall be written both in figures and words, as applicable.<br />
d) All rates quoted must be FOR destination/ site where the IT/ Computer systems and allied<br />
items are to be installed, and should include all incidental charges except Central/<br />
<strong>Rajasthan</strong> VAT, which should be shown separately in the Financial/ Commercial bid<br />
<strong>for</strong>mat only. In case <strong>of</strong> local supplies the rates should include all taxes, etc., and RISL will<br />
not pay any cartage or transportation charges.<br />
e) All the required items must be listed and priced separately in the financial bid. If a<br />
financial bid shows items listed but not priced, their prices shall be assumed to be included<br />
in the prices <strong>of</strong> other items. Items not listed in the financial bid shall be assumed not to be<br />
included in the bid, and provided that the bid is substantially responsive, the<br />
corresponding adjustment shall be applied in accordance with the provisions <strong>of</strong> bidding<br />
document.<br />
f) The price to be quoted in the financial bid shall be the total price <strong>of</strong> the bid. Discount, if<br />
any, should be included in the quoted price.<br />
g) The disaggregation <strong>of</strong> price components is required solely <strong>for</strong> the purpose <strong>of</strong> facilitating<br />
the comparison <strong>of</strong> bids by the tendering authority. This shall not in any way limit the<br />
tendering authority’s right to contract on any <strong>of</strong> the terms <strong>of</strong>fered: -<br />
• For Goods <strong>of</strong>fered from within/ outside the country<br />
• For Related Services whenever such Related Services are specified in the bidding<br />
document.<br />
5.9 Period <strong>of</strong> Validity <strong>of</strong> Bids<br />
a) Bids shall remain valid <strong>for</strong> the period <strong>of</strong> 180 days, as specified in NIT, after the bid<br />
submission deadline date prescribed by the tendering authority. A bid valid <strong>for</strong> a shorter<br />
period shall be rejected by the tendering authority as nonresponsive bid.<br />
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b) In exceptional circumstances, prior to the expiration <strong>of</strong> the bid validity period, the<br />
tendering authority may request bidders to extend the period <strong>of</strong> validity <strong>of</strong> their Bids. The<br />
EMD shall also be extended <strong>for</strong> a corresponding period. A bidder may refuse the request<br />
without <strong>for</strong>feiting its bid security i.e. EMD. A bidder granting the request shall not be<br />
required or permitted to modify its bid. The request and the responses shall be made in<br />
writing.<br />
5.10 Earnest Money Deposit (EMD)<br />
a) Every bidder, if not exempted, participating in the bidding process must furnish the<br />
required EMD as specified in the Notice Inviting <strong>Tender</strong> (NIT).<br />
b) <strong>Government</strong> <strong>of</strong> <strong>Rajasthan</strong> and Union <strong>Government</strong> undertakings, corporations, companies;<br />
autonomous bodies managed or controlled by <strong>Government</strong> are not required to submit the<br />
EMD. Receipt <strong>of</strong> EMD or Registration certificate or Certificate that the bidder is a<br />
<strong>Government</strong> undertaking/ Corporation/ Company/ autonomous body as mentioned above<br />
shall necessarily accompany the sealed bid without which the bid shall be rejected<br />
<strong>for</strong>thwith.<br />
c) For the S.S.I. units <strong>of</strong> <strong>Rajasthan</strong>, a 75% discount shall be given in EMD, i.e., they will have<br />
to pay only 25% <strong>of</strong> the prescribed EMD. Similarly, Per<strong>for</strong>mance Security Deposit shall be<br />
@ 1% <strong>of</strong> the total agreed/ ordered project cost. They will have to furnish original or<br />
certified copy <strong>of</strong> the registration <strong>of</strong> SSI unit issued by the Director <strong>of</strong> Industries in respect<br />
<strong>of</strong> stores <strong>for</strong> which they are registered.<br />
d) EMD <strong>of</strong> a bidder lying with RISL in respect <strong>of</strong> other bids awaiting decision will not be<br />
adjusted towards EMD <strong>for</strong> the fresh bids. The EMD originally deposited may, however, be<br />
taken into consideration in case bids are re-invited.<br />
e) Form <strong>of</strong> EMD: The EMD may be deposited in the <strong>for</strong>m <strong>of</strong> a banker’s cheque or demand<br />
draft or bank guarantee (only if it exceeds Rs. 10 Lacs) in favour <strong>of</strong> “Managing Director,<br />
RajCOMP Info Services Limited” payable at “Jaipur”. The bidder will submit bank<br />
guarantee in the prescribed <strong>for</strong>mat at Annexure 17. The EMD shall be valid <strong>for</strong> the period<br />
<strong>of</strong> Bid Validity as mentioned in the NIT. The same shall be payable at par at “Jaipur”.<br />
f) Refund <strong>of</strong> EMD: The EMD <strong>of</strong> unsuccessful bidders shall be refunded soon after final<br />
acceptance <strong>of</strong> bid and award <strong>of</strong> contract. In case <strong>of</strong> best/ successful bidder, the EMD, if<br />
feasible, may also be adjusted in arriving at the amount <strong>of</strong> the PSD.<br />
g) Forfeiture <strong>of</strong> EMD: The EMD taken from the bidder shall be <strong>for</strong>feited in the following<br />
cases:-<br />
• When the bidder withdraws or modifies his bid proposal after opening <strong>of</strong> bids.<br />
• When the bidder does not execute the agreement after placement <strong>of</strong> order within the<br />
specified time.<br />
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• When the bidder fails to commence the supply <strong>of</strong> the goods and service as per<br />
purchase / work order within the time prescribed.<br />
• When the bidder does not deposit the security money after the purchase/ work order<br />
is placed.<br />
• To adjust any dues against the firm from any other contract with RISL.<br />
5.11 Deadline <strong>for</strong> the submission <strong>of</strong> Bids<br />
a) Bids must be submitted by the bidders online at eProc website as indicated in the NIT <strong>of</strong><br />
subsequent Corrigendum, if any.<br />
b) Normally, the date <strong>of</strong> submission and opening <strong>of</strong> bids shall not be extended. However, in<br />
exceptional circumstances or when the bidding document is required to be substantially<br />
modified as a result <strong>of</strong> discussions in pre-bid conference and the time with the<br />
prospective bidders <strong>for</strong> preparation <strong>of</strong> bids appears insufficient, the date may be extended<br />
by Managing Director, RISL and due publicity to such change in date <strong>of</strong> submission <strong>of</strong><br />
bids shall be given. In such cases, it shall be ensured that after issue <strong>of</strong> corrigendum,<br />
reasonable time is available to the bidders to prepare and submit their bids. Any change<br />
in date <strong>of</strong> submission and opening <strong>of</strong> bids shall also be placed on the respective websites<br />
immediately. However, if the modifications in bidding document, specifications <strong>of</strong> goods<br />
and service are substantial, fresh publication <strong>of</strong> original bid inquiry may also be issued.<br />
c) The tendering authority may, at its discretion, extend the deadline <strong>for</strong> the submission <strong>of</strong><br />
bids by amending the bidding document, in which case all rights and obligations <strong>of</strong> the<br />
tendering authority and bidders previously subject to the deadline shall thereafter would<br />
be subject to the deadline as extended.<br />
5.12 Format and Signing <strong>of</strong> Bid<br />
a) The bid <strong>for</strong>ms/templates/annexure etc., wherever applicable, shall be typed or written in<br />
indelible ink and shall be signed (all the pages) by a person duly authorized to sign, in<br />
token <strong>of</strong> acceptance <strong>of</strong> all the terms and conditions <strong>of</strong> the bidding document. This<br />
authorization shall consist <strong>of</strong> a written letter <strong>of</strong> Authorization from the authorised person,<br />
accompanied with a board resolution, in case <strong>of</strong> a company/power <strong>of</strong> attorney as per<br />
Annexure-10.<br />
b) Any amendments such as interlineations, erasures, or overwriting shall be valid only if<br />
they are signed or initialled by the authorized person signing the bid.<br />
c) The bid, duly signed (digitally) by authorised signatory, should be uploaded on the<br />
eproc portal in respective file/ <strong>for</strong>mat.<br />
d) Bidders must submit their bids online at eproc portal. Bids received by another other<br />
means shall not be accepted.<br />
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e) If bids are not submitted as per the details mentioned in this bidding document and<br />
eProc website, the tendering authority shall reject the bid.<br />
5.13 Withdrawal and Re-submission (Substitution) <strong>of</strong> Bids<br />
a) If permitted by the tendering authority, a Bidder may withdraw its bid or re-submit its<br />
bid (technical and/ or financial cover) as per the instructions/ procedure mentioned at<br />
eProc website under the section “Bidder’s Manual Kit”.<br />
b) Bids withdrawn shall not be opened and processed further.<br />
5.14 Bid Opening/ Opening <strong>of</strong> <strong>Tender</strong>s<br />
a) The designated Procurement Committee will per<strong>for</strong>m the bid opening, which is a critical<br />
event in the bidding process.<br />
b) The tendering authority shall conduct the bid opening at the address, date and time<br />
specified in the NIT.<br />
c) All the bids received up to the specified time and date in response to all the bid inquiries<br />
shall be opened by the members <strong>of</strong> the designated Procurement Committee at the<br />
specified place, date and time in the presence <strong>of</strong> bidders or their authorized<br />
representatives who may choose to be present. Alternatively, the bidders may also view<br />
the bid opening status/ process online at eProc website.<br />
d) All the documents comprising <strong>of</strong> technical bid/ cover shall be opened & downloaded from<br />
the eProc website (only <strong>for</strong> the bidder’s who have submitted the prescribed fee(s) to<br />
RISL).<br />
e) All the technical bid covers, except the Commercial/ Financial cover, shall be opened one<br />
at a time, and the following read out and recorded: the name <strong>of</strong> the bidder; the presence<br />
<strong>of</strong> the RISL processing fee, tender fee, EMD and any other details as the tendering<br />
authority may consider appropriate.<br />
f) The <strong>Tender</strong>ing authority shall prepare a record <strong>of</strong> the bid opening that shall include, at a<br />
minimum: the name <strong>of</strong> the bidder and the presence or absence <strong>of</strong> processing fee, <strong>Tender</strong><br />
fee, and EMD. The bidder’s representatives who are present shall be required to sign the<br />
attendance sheet.<br />
g) The Commercial/ Financial cover shall be kept unopened and shall be opened later on the<br />
date and time intimated to the bidders who qualify in the evaluation <strong>of</strong> technical bids.<br />
5.15 Selection method<br />
The selection method is least cost based (L1). The eligible bidders whose bids are determined to<br />
be substantially responsive shall be considered to be qualified in the technical evaluation, unless<br />
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disqualified, and shall be in<strong>for</strong>med in either in writing or upload the details in eProc portal and<br />
RISL website about the date, time and place <strong>of</strong> opening <strong>of</strong> their financial bids.<br />
5.16 Guiding Principles <strong>for</strong> Evaluation <strong>of</strong> Bids<br />
a) The tendering authority shall strictly apply only and all <strong>of</strong> the evaluation and qualification<br />
criteria specified in the bidding document.<br />
b) The determination shall be based upon an examination <strong>of</strong> the documentary evidence <strong>of</strong><br />
the bidder’s qualifications and proposed solution submitted by the bidder.<br />
c) A bidder shall be considered to be eligible if it meets the eligibility criteria as mentioned<br />
in the <strong>RFP</strong>.<br />
d) A responsive bid shall be the one that meets the requirements <strong>of</strong> the bidding document<br />
including the technical evaluation criteria, if any, without material deviation, reservation,<br />
or omission where: -<br />
(i) “Deviation” is a departure from the requirements specified in the bidding<br />
document;<br />
(ii) “Reservation” is the setting <strong>of</strong> limiting conditions or withholding from complete<br />
acceptance <strong>of</strong> the requirements specified in the bidding document; and<br />
(iii) “Omission” is the failure to submit part or all <strong>of</strong> the in<strong>for</strong>mation or documentation<br />
required in the bidding document.<br />
e) A material deviation, reservation, or omission is one that, if accepted, shall: -<br />
(i) Affect in any substantial way the scope, quality, or per<strong>for</strong>mance <strong>of</strong> the Goods and<br />
Related Services specified in the bidding document; or<br />
(ii) limits in any substantial way, inconsistent with the bidding document, the tendering<br />
authority’s rights or the bidder’s obligations under the proposed Contract; or<br />
(iii) If rectified, shall unfairly affect the competitive position <strong>of</strong> other bidders presenting<br />
responsive bids.<br />
f) Provided that a bid is substantially responsive, the tendering authority -<br />
(i) May waive any noncon<strong>for</strong>mity in the bid that does not constitute a material<br />
deviation, reservation or omission.<br />
(ii) May request that the bidder submit the necessary in<strong>for</strong>mation or documentation,<br />
within a reasonable period <strong>of</strong> time, to rectify nonmaterial noncon<strong>for</strong>mities or<br />
omissions in the bid related to documentation requirements. Requesting<br />
in<strong>for</strong>mation or documentation on such noncon<strong>for</strong>mities shall not be related to any<br />
aspect <strong>of</strong> the price <strong>of</strong> the bid. Failure <strong>of</strong> the bidder to comply with the request may<br />
result in the rejection <strong>of</strong> its bid.<br />
(iii) Shall rectify nonmaterial noncon<strong>for</strong>mities or omissions. To this effect, the bid price<br />
shall be adjusted, <strong>for</strong> comparison purposes only, to reflect the price <strong>of</strong> the missing<br />
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or non-con<strong>for</strong>ming item or component. The adjustment shall be made using the<br />
method indicated in pre-qualification and Evaluation Criteria <strong>of</strong> this bidding<br />
document.<br />
5.17 Evaluation <strong>of</strong> Technical Bids<br />
a) The technical evaluation shall be completed by the designated Procurement Committee as<br />
early as possible after opening <strong>of</strong> technical bids. It shall examine the technical bid<br />
including the eligibility documents.<br />
b) Technical evaluation: Bids <strong>of</strong> organizations which are eligible as per Section 3 <strong>of</strong> this <strong>RFP</strong><br />
will be considered <strong>for</strong> the technical evaluation. Technical evaluation will consist <strong>of</strong><br />
examination <strong>of</strong> EMD, tender fee, RISL processing fees and technical documents<br />
mentioned at Para 5.5 <strong>of</strong> section Instructions to Bidder(ITB) & Bidding process<br />
c) The firms which could not qualify in technical evaluation will be in<strong>for</strong>med about this fact.<br />
Their financial bid will be returned unopened and EMD refunded after completion <strong>of</strong> the<br />
bid process i.e. award <strong>of</strong> the contract to the best/ successful bidder.<br />
5.18 Evaluation <strong>of</strong> Financial Bids<br />
a) The financial bids/ cover <strong>of</strong> bidders who qualify in technical evaluation shall be opened<br />
online at the notified time, date and place by the members <strong>of</strong> the designated Procurement<br />
Committee in the presence <strong>of</strong> the bidders or their representatives who choose to be<br />
present. Alternatively, the bidders may also view the financial bid opening status/ process<br />
online at eProc website.<br />
b) The process <strong>of</strong> opening <strong>of</strong> financial bids/ covers shall be similar to that <strong>of</strong> technical bids.<br />
c) The names <strong>of</strong> the firms and the rates given by them shall be read out and recorded in<br />
tender opening register.<br />
d) To evaluate a bid, the tendering authority shall consider the following: -<br />
• The bid price as quoted in accordance with bidding document<br />
• Price adjustment <strong>for</strong> correction <strong>of</strong> arithmetic errors in accordance with bidding<br />
document.<br />
e) The evaluation shall include all costs and all taxes and duties applicable to the bidder as<br />
per law <strong>of</strong> the Central/ State <strong>Government</strong>/ Local Authorities.<br />
f) Treatment <strong>of</strong> CenVAT/ VAT etc. shall, however, be as per Clause “Comparison <strong>of</strong> Rates <strong>of</strong><br />
firms outside and those in <strong>Rajasthan</strong>” below.<br />
5.19 Clarification <strong>of</strong> Bids<br />
a) To assist in the examination, evaluation, comparison and post qualification <strong>of</strong> the bids,<br />
the tendering authority may, at its discretion, ask any bidder <strong>for</strong> a clarification <strong>of</strong> his bid.<br />
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The tendering authority’s request <strong>for</strong> clarification and the response shall be either in<br />
writing or by uploading the details on the websites mentioned in the NIT.<br />
b) Any clarification submitted by a bidder with regard to his bid that is not in response to a<br />
request by the tendering authority shall not be considered.<br />
c) No change in the prices or substance <strong>of</strong> the bid shall be sought, <strong>of</strong>fered, or permitted,<br />
except to confirm the correction <strong>of</strong> arithmetic errors discovered by the tendering<br />
authority in the evaluation <strong>of</strong> the Commercial/ Financial Bids.<br />
5.20 Correction <strong>of</strong> Arithmetic Errors<br />
Provided that the bid is substantially responsive, the competent Procurement Committee shall<br />
correct arithmetical errors on the following basis: -<br />
a) if there is a discrepancy between the unit price and the total price that is obtained by<br />
multiplying the unit price and quantity, the unit price shall prevail and the total price<br />
shall be corrected, unless in the opinion <strong>of</strong> the tendering authority there is an obvious<br />
misplacement <strong>of</strong> the decimal point in the unit price, in which case the total price as<br />
quoted shall govern and the unit price shall be corrected;<br />
b) if there is an error in a total corresponding to the addition or subtraction <strong>of</strong> subtotals, the<br />
subtotals shall prevail and the total shall be corrected; and<br />
c) if there is a discrepancy between words and figures, the amount in words shall prevail,<br />
unless the amount expressed in words is related to an arithmetic error, in which case the<br />
amount in figures shall prevail subject to (i) and (ii) above.<br />
5.21 Comparison <strong>of</strong> Rates <strong>of</strong> firms outside and those in <strong>Rajasthan</strong><br />
While tabulating the bids <strong>of</strong> those firms which are not entitled to price preference, the element<br />
<strong>of</strong> <strong>Rajasthan</strong> VAT shall be excluded from the rates quoted by the firms <strong>of</strong> <strong>Rajasthan</strong> and the<br />
element <strong>of</strong> Central VAT shall be included in the rates <strong>of</strong> firms outside <strong>Rajasthan</strong>. In such case,<br />
if the price <strong>of</strong> any commodity being <strong>of</strong>fered <strong>for</strong> sale by firms in <strong>Rajasthan</strong> is the same or lower<br />
(excluding element <strong>of</strong> <strong>Rajasthan</strong> Sales Tax) than the price <strong>of</strong> firm outside <strong>Rajasthan</strong> (including<br />
element <strong>of</strong> Central Sales Tax), the commodity shall be purchased from the firm in <strong>Rajasthan</strong>.<br />
5.22 Margin <strong>of</strong> Preference/ Price Preference<br />
No margin <strong>of</strong> preference/ price preference shall be given to the goods produced or<br />
manufactured by Industries <strong>of</strong> <strong>Rajasthan</strong> over goods produced or manufactured by Industries<br />
outside <strong>Rajasthan</strong>.<br />
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5.23 Comparison <strong>of</strong> bids and determination <strong>of</strong> the best value bid<br />
The tendering authority shall compare responsive bids <strong>of</strong> all eligible bidders to determine the<br />
best value bid, in accordance with the evaluation criteria given in this <strong>RFP</strong>.<br />
5.24 Negotiations<br />
As a general rule, negotiations after opening <strong>of</strong> financial bids shall be discouraged. However,<br />
negotiations may be undertaken in exceptional circumstances, such as: -<br />
• When ring prices have been quoted.<br />
• When the quoted rates have wide variations and are much higher than the market rates<br />
prevailing at the time <strong>of</strong> opening <strong>of</strong> bids.<br />
• Negotiations shall not make original <strong>of</strong>fer <strong>of</strong> the bidder ineffective.<br />
a) Negotiations shall be conducted with the best value bidder only and by in<strong>for</strong>mation given<br />
in writing with a minimum period <strong>of</strong> 3 days (in case <strong>of</strong> a local bidder) and 7 days (in case<br />
<strong>of</strong> an outstation bidder) shall be given <strong>for</strong> response in writing and in sealed cover. In case<br />
<strong>of</strong> urgency, the tender sanctioning authority may reduce the notice period <strong>for</strong><br />
negotiations provided the bidder receives the in<strong>for</strong>mation regarding holding negotiations.<br />
b) In case the best value bidder does not reduce his rates in response to negotiations or the<br />
rates so reduced are still considered to be higher, the tender sanctioning PC may decide to<br />
make a written counter <strong>of</strong>fer to the best value bidder. If the best value bidder does not<br />
accept the counter <strong>of</strong>fer given by the PC, the PC may recommend rejecting the bid or may<br />
repeat the process to make the same counter <strong>of</strong>fer to second best value bidder and so on<br />
to third, fourth best value bidder, etc. till a bidder accepts it.<br />
5.25 Disqualification<br />
<strong>Tender</strong>ing authority may at its sole discretion and at any time during the processing <strong>of</strong> bids,<br />
disqualify any bidder/ bid from the bid process if the bidder: -<br />
• Has not submitted the bid in accordance with the bidding document.<br />
• Has submitted bid without submitting the prescribed <strong>Tender</strong> Fee, RISL Processing Fee,<br />
EMD or the Bidder's authorisation certificate/ Power <strong>of</strong> Attorney.<br />
• Has imposed conditions in his bid.<br />
• During validity <strong>of</strong> the bid or its extended period, if any, increases his quoted prices.<br />
• Has made misleading or false representations in the <strong>for</strong>ms, statements and attachments<br />
submitted in pro<strong>of</strong> <strong>of</strong> the eligibility requirements.<br />
• Has failed to provide clarifications related thereto, when sought.<br />
• Has submitted more than one bid. This will cause disqualification <strong>of</strong> all bids submitted by<br />
such bidders including <strong>for</strong>feiture <strong>of</strong> the EMD.<br />
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• Is found to canvass, influence or attempt to influence in any manner <strong>for</strong> the qualification<br />
or selection process, including without limitation, by <strong>of</strong>fering bribes or other illegal<br />
gratification.<br />
5.26 Acceptance <strong>of</strong> the <strong>Tender</strong>/ Bid and Notification <strong>of</strong> Award<br />
a) Prior to the expiration <strong>of</strong> the period <strong>of</strong> bid validity, the tendering authority shall notify the<br />
successful bidder, in writing, that its bid has been accepted.<br />
b) The tendering authority shall award the Contract to the bidder whose proposal/ bid has<br />
been determined to be the best value bid.<br />
c) Decision on bids shall be taken within original validity period <strong>of</strong> <strong>of</strong>fers. If the decision on<br />
acceptance or rejection <strong>of</strong> a bid cannot be taken within the original bid validity period due<br />
to unavoidable circumstances, all the bidders shall be requested to extend validity period<br />
<strong>of</strong> their bids up to a specified date.<br />
d) As soon as a bid is accepted by the tendering authority, its written intimation shall be sent<br />
to the concerned bidder. If the issuance <strong>of</strong> <strong>for</strong>mal Work Order is likely to take time, a<br />
Letter <strong>of</strong> Intent (LOI) may be sent in the meanwhile. In the same intimation the bidder<br />
may be asked to execute an agreement in prescribed <strong>for</strong>mat on a non-judicial stamp <strong>of</strong><br />
prescribed value and deposit the amount <strong>of</strong> prescribed per<strong>for</strong>mance security deposit<br />
within 15 days from the date <strong>of</strong> issue <strong>of</strong> acceptance.<br />
e) The acceptance <strong>of</strong> an <strong>of</strong>fer is complete as soon as the letter <strong>of</strong> communication is posted to<br />
the correct address <strong>of</strong> the bidder.<br />
f) The acceptance <strong>of</strong> the bid shall also be placed on website <strong>of</strong> RISL <strong>for</strong> general in<strong>for</strong>mation<br />
to all.<br />
g) The EMD <strong>of</strong> the bidders whose bids could not be accepted shall be refunded soon after<br />
the agreement with the successful bidder is executed and his per<strong>for</strong>mance security<br />
deposit is obtained. Until a <strong>for</strong>mal Contract is prepared and executed, the notification <strong>of</strong><br />
award shall constitute a binding Contract.<br />
5.27 Confidentiality<br />
a) In<strong>for</strong>mation relating to the examination, evaluation, comparison, and post qualification<br />
<strong>of</strong> bids, and recommendation <strong>of</strong> contract award, shall not be disclosed to bidders or any<br />
other persons not <strong>of</strong>ficially concerned with such process until publication <strong>of</strong> the Contract<br />
award.<br />
b) Any attempt by a bidder to influence the tendering authority or other <strong>of</strong>ficials in the<br />
examination, evaluation, comparison, and post qualification <strong>of</strong> the bids or Contract award<br />
decisions may result in the rejection <strong>of</strong> his bid.<br />
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c) From the time <strong>of</strong> bid opening to the time <strong>of</strong> Contract award, if any bidder wishes to<br />
contact the tendering authority on any matter related to the bidding process, he is<br />
allowed to do so in writing.<br />
5.28 Conflict <strong>of</strong> Interest<br />
a) RISL considers a conflict <strong>of</strong> interest to be a situation in which a party has interests that<br />
could improperly influence that party’s per<strong>for</strong>mance <strong>of</strong> <strong>of</strong>ficial duties or responsibilities,<br />
contractual obligations, or compliance with applicable laws and regulations. In pursuance<br />
<strong>of</strong> RISL's Procurement Ethics requirement that bidders, suppliers, and contractors under<br />
contracts, observe the highest standard <strong>of</strong> ethics, RISL will take appropriate actions<br />
against the bidder, if it determines that a conflict <strong>of</strong> interest has flawed the integrity <strong>of</strong><br />
any procurement process. Consequently all bidders found to have a conflict <strong>of</strong> interest<br />
shall be disqualified.<br />
b) A bidder may be considered to be in a conflict <strong>of</strong> interest if the bidder or any <strong>of</strong> its<br />
affiliates participated as a consultant in the preparation <strong>of</strong> the solicitation<br />
documents/<strong>RFP</strong> <strong>for</strong> the procurement <strong>of</strong> the goods and services that are the subject matter<br />
<strong>of</strong> the bid.<br />
c) It may be considered to be in a conflict <strong>of</strong> interest with one or more parties in the bidding<br />
process:-<br />
(i) if they have controlling shareholders in common; or<br />
(ii) it receives or have received any direct or indirect subsidy from any <strong>of</strong> them;<br />
or<br />
(iii) they have the same legal representative <strong>for</strong> purposes <strong>of</strong> the Bid; or<br />
(iv) they have a relationship with each other, directly or through common third<br />
parties, that puts them in a position to have access to in<strong>for</strong>mation about or<br />
influence on the Bid <strong>of</strong> another Bidder, or influence the decisions <strong>of</strong> the<br />
tendering authority regarding this bidding process.<br />
5.29 <strong>Tender</strong>ing authority’s Right to Accept/ Reject any or all <strong>of</strong> the Bids<br />
The tendering authority reserves the right to accept or reject any bid, and to cancel the bidding<br />
process and reject all bids at any time prior to contract award, without thereby incurring any<br />
liability to the bidders.<br />
5.30 Right to Vary Quantities<br />
a) At the time the Contract is awarded, the quantity <strong>of</strong> Goods and Related Services originally<br />
specified in the bidding document may be increased or decreased but without any change in<br />
the unit prices or other terms and conditions <strong>of</strong> the bid and the bidding document.<br />
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b) If the work order is placed up to 100% in excess <strong>of</strong> the quantities mentioned in the bidding<br />
document, the bidder shall be bound to meet the required supply.<br />
c) If the tendering authority does not purchase any <strong>of</strong> the tendered articles or purchases less<br />
than the quantity indicated in the bidding document, the bidder shall not be entitled to<br />
claim any compensation.<br />
5.31 Repeat Orders<br />
Repeat orders may also be placed with the consent <strong>of</strong> the supplier/ selected bidder on the rates<br />
and conditions given in the bidding document. In such a case, the delivery/ completion period<br />
will also be proportionately increased.<br />
5.32 Signing <strong>of</strong> Contract<br />
Promptly after notification <strong>of</strong> award, the tendering authority shall send to the successful bidder<br />
the Contract Agreement including “Special Conditions <strong>of</strong> Contract”.<br />
Within fifteen (15) days <strong>of</strong> receipt <strong>of</strong> the Letter <strong>of</strong> Intent/ Work Order from the tendering<br />
authority, the successful bidder shall sign, date, and return the Contract Agreement to the<br />
tendering authority.<br />
5.33 Per<strong>for</strong>mance Security Deposit (PSD)<br />
Within fifteen (15) days <strong>of</strong> the receipt <strong>of</strong> notification <strong>of</strong> award from the tendering authority, the<br />
successful Bidder shall furnish the Per<strong>for</strong>mance Security Deposit (PSD) @ 5% <strong>of</strong> the total<br />
agreed/ ordered project value.<br />
Failure <strong>of</strong> the successful bidder to submit the a<strong>for</strong>ementioned PSD or sign the Contract<br />
Agreement shall constitute sufficient grounds <strong>for</strong> the annulment (cancellation/ termination) <strong>of</strong><br />
the award and <strong>for</strong>feiture <strong>of</strong> the EMD. In that event the tendering authority may award the<br />
Contract to the next best value bidder whose <strong>of</strong>fer is valid and substantially responsive and is<br />
determined by the tendering authority to be qualified to per<strong>for</strong>m the Contract satisfactorily.<br />
5.34 Reservation <strong>of</strong> Rights<br />
To take care <strong>of</strong> unexpected circumstances, RISL reserves the rights <strong>for</strong> the following: -<br />
a) Extend the closing date <strong>for</strong> submission <strong>of</strong> the bid proposals.<br />
b) Amend the bidding requirements at any time prior to the closing date, with the<br />
amendment being notified to prospective bidders and on the respective websites.<br />
c) Allow a bidder to change its technical proposal if the same opportunity is given to all<br />
bidders but be<strong>for</strong>e the opening <strong>of</strong> financial bids.<br />
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d) To accept any bid not necessarily the lowest, reject any bid without assigning any reasons<br />
and accept bid <strong>for</strong> all or anyone or more <strong>of</strong> the articles/ services <strong>for</strong> which bid has been<br />
invited or distribute items <strong>of</strong> stores/ services to more than one bidder.<br />
e) Terminate or abandon the bidding procedure or the entire project whether be<strong>for</strong>e or after<br />
the receipt <strong>of</strong> bid proposals.<br />
f) Seek the advice <strong>of</strong> external consultants to assist RISL in the evaluation or review <strong>of</strong><br />
proposals.<br />
g) Make enquiries <strong>of</strong> any person, company or organization to ascertain in<strong>for</strong>mation<br />
regarding the bidder and its proposal.<br />
h) Reproduce <strong>for</strong> the purposes <strong>of</strong> the procedure the whole or any portion <strong>of</strong> the proposal<br />
despite any copyright or other intellectual property right that may subsist in the proposal.<br />
5.35 Monitoring <strong>of</strong> Contract<br />
a) An <strong>of</strong>ficer or a committee <strong>of</strong> <strong>of</strong>ficers named Contract Monitoring Committee (CMC) may<br />
be nominated by tendering authority to monitor the progress <strong>of</strong> the contract during its<br />
delivery period.<br />
b) During the delivery period the CMC shall keep a watch on the progress <strong>of</strong> the contract<br />
and shall ensure that quantity <strong>of</strong> goods and service delivery is in proportion to the total<br />
delivery period given, if it is a severable contract, in which the delivery <strong>of</strong> the goods and<br />
service is to be obtained continuously or is batched. If the entire quantity <strong>of</strong> goods and<br />
service is to be delivered in the <strong>for</strong>m <strong>of</strong> completed work like fabrication work, the process<br />
<strong>of</strong> completion <strong>of</strong> work may be watched and the selected bidder’s premises where the work<br />
is being completed may be inspected.<br />
c) If delay in delivery <strong>of</strong> goods and service is observed a per<strong>for</strong>mance notice shall be given to<br />
the selected bidder to speed up the delivery.<br />
d) Any change in the constitution <strong>of</strong> the firm, etc. shall be notified <strong>for</strong>th with by the<br />
contractor in writing to the tendering authority and such change shall not relieve any<br />
<strong>for</strong>mer member <strong>of</strong> the firm, etc., from any liability under the contract.<br />
e) No new partner/ partners shall be accepted in the firm by the selected bidder in respect <strong>of</strong><br />
the contract unless he/ they agree to abide by all its terms, conditions and deposits with<br />
the tendering authority through a written agreement to this effect. The bidder’s receipt<br />
<strong>for</strong> acknowledgement or that <strong>of</strong> any partners subsequently accepted as above shall bind<br />
all <strong>of</strong> them and will be sufficient discharge <strong>for</strong> any <strong>of</strong> the purpose <strong>of</strong> the contract.<br />
f) The selected bidder shall not assign or sub-let his contract or any substantial part there<strong>of</strong><br />
to any other agency without the permission <strong>of</strong> tendering authority.<br />
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6. TERMS AND CONDITIONS OF TENDER & CONTRACT<br />
Definitions<br />
For the purpose <strong>of</strong> clarity, the following words and expressions shall have the meanings hereby<br />
assigned to them: -<br />
a) “Contract” means the Agreement entered into between the Purchaser and the successful/<br />
selected bidder, together with the Contract Documents referred to therein, including all<br />
attachments, appendices, and all documents incorporated by reference therein.<br />
b) “Contract Documents” means the documents listed in the Agreement, including any<br />
amendments thereto.<br />
c) “Contract Price” means the price payable to the successful/ selected bidder as specified in<br />
the Agreement, subject to such additions and adjustments thereto or deductions there<br />
from, as may be made pursuant to the Contract.<br />
d) “Day” means a calendar day.<br />
e) “Delivery” means the transfer <strong>of</strong> the Goods from the successful/ selected bidder to the<br />
Purchaser in accordance with the terms and conditions set <strong>for</strong>th in the Contract.<br />
f) “Completion” means the fulfilment <strong>of</strong> the related services by the successful/ selected<br />
bidder in accordance with the terms and conditions set <strong>for</strong>th in the Contract.<br />
g) “Goods” means all <strong>of</strong> the commodities, raw material, machinery and equipment, and/or<br />
other materials that the successful/ selected bidder is required to supply to the Purchaser<br />
under the Contract.<br />
h) “Purchaser” means the entity purchasing the Goods and related services, as specified in<br />
the bidding document.<br />
i) “Related Services” means the services incidental to the supply <strong>of</strong> the goods, such as<br />
insurance, installation, training and initial maintenance and other similar obligations <strong>of</strong><br />
the successful/ selected bidder under the Contract.<br />
j) “Subcontractor” means any natural person, private or government entity, or a<br />
combination <strong>of</strong> the above, including its legal successors or permitted assigns, to whom<br />
any part <strong>of</strong> the Goods to be supplied or execution <strong>of</strong> any part <strong>of</strong> the related services is<br />
subcontracted by the successful/ selected bidder.<br />
k) “Supplier/ Successful or Selected bidder” means the person, private or government entity,<br />
or a combination <strong>of</strong> the above, whose bid to per<strong>for</strong>m the Contract has been accepted by<br />
the Purchaser and is named as such in the Agreement, and includes the legal successors<br />
or permitted assigns <strong>of</strong> the successful/ selected bidder.<br />
l) “The Site,” where applicable, means the designated project place(s) named in the bidding<br />
document.<br />
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A. General Conditions <strong>of</strong> the Bid<br />
6.1 Income Tax and VAT Registration and VAT Clearance Certificate<br />
No Dealer who does not hold a valid Permanent Account Number (PAN)/ Tax Identification<br />
Number (TIN) from Income Tax department, GoR and who is not registered under the Sales<br />
Tax Act prevalent in the State where his business is located shall bid. The VAT Registration<br />
Number should be quoted and a VAT clearance certificate from the Commercial Taxes Officer<br />
<strong>of</strong> the Circle concerned valid on the date <strong>of</strong> submission <strong>of</strong> bid shall be submitted without which<br />
the bid is liable to rejection. The bidder quoting <strong>Rajasthan</strong> VAT should have valid VAT<br />
registration in the state <strong>of</strong> <strong>Rajasthan</strong> and he should mention the same VAT registration number<br />
in the bid document.<br />
6.2 Contract Documents<br />
Subject to the order <strong>of</strong> precedence set <strong>for</strong>th in the Agreement, all documents <strong>for</strong>ming the<br />
Contract (and all parts there<strong>of</strong>) are intended to be correlative, complementary, and mutually<br />
explanatory.<br />
6.3 Interpretation<br />
a) If the context so requires it, singular means plural and vice versa.<br />
b) Entire Agreement: The Contract constitutes the entire agreement between the Purchaser<br />
and the Supplier/ selected bidder and supersedes all communications, negotiations and<br />
agreements (whether written or oral) <strong>of</strong> parties with respect thereto made prior to the<br />
date <strong>of</strong> Contract.<br />
c) Amendment: No amendment or other variation <strong>of</strong> the Contract shall be valid unless it is<br />
in writing, is dated, expressly refers to the Contract, and is signed by a duly authorized<br />
representative <strong>of</strong> each party thereto.<br />
d) Non-waiver: Subject to the condition (f) below, no relaxation, <strong>for</strong>bearance, delay, or<br />
indulgence by either party in en<strong>for</strong>cing any <strong>of</strong> the terms and conditions <strong>of</strong> the Contract or<br />
the granting <strong>of</strong> time by either party to the other shall prejudice, affect, or restrict the<br />
rights <strong>of</strong> that party under the Contract, neither shall any waiver by either party <strong>of</strong> any<br />
breach <strong>of</strong> Contract operate as waiver <strong>of</strong> any subsequent or continuing breach <strong>of</strong> Contract.<br />
e) Any waiver <strong>of</strong> a party’s rights, powers, or remedies under the Contract must be in writing,<br />
dated, and signed by an authorized representative <strong>of</strong> the party granting such waiver, and<br />
must specify the right and the extent to which it is being waived.<br />
f) Severability: If any provision or condition <strong>of</strong> the Contract is prohibited or rendered<br />
invalid or unen<strong>for</strong>ceable, such prohibition, invalidity or unen<strong>for</strong>ceability shall not affect<br />
the validity or en<strong>for</strong>ceability <strong>of</strong> any other provisions and conditions <strong>of</strong> the Contract.<br />
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6.4 Language<br />
a) The Contract as well as all correspondence and documents relating to the Contract<br />
exchanged by the successful/ selected bidder and the Purchaser, shall be written in<br />
English language only. Supporting documents and printed literature that are part <strong>of</strong> the<br />
Contract may be in another language provided they are accompanied by an accurate<br />
translation <strong>of</strong> the relevant passages in the language specified in the special conditions <strong>of</strong><br />
the contract, in which case, <strong>for</strong> purposes <strong>of</strong> interpretation <strong>of</strong> the Contract, this translation<br />
shall govern.<br />
b) The successful/ selected bidder shall bear all costs <strong>of</strong> translation to the governing<br />
language and all risks <strong>of</strong> the accuracy <strong>of</strong> such translation.<br />
6.5 Joint Venture, Consortium or Association<br />
Bidder cannot <strong>for</strong>m or involve in any type <strong>of</strong> Joint venture/consortium or association <strong>for</strong><br />
submitting the bid.<br />
6.6 Eligible Goods and Related Services<br />
a) For purposes <strong>of</strong> this Clause, the term “goods” includes commodities, raw material,<br />
machinery, equipment, and industrial plants; and “related services” includes services<br />
such as insurance, transportation, supply, installation, integration, testing,<br />
commissioning, training, and initial maintenance.<br />
b) All articles/ goods being bid, other than those marked in the Bill <strong>of</strong> Material (BoM)2<br />
should be the ones which are produced in volume and are used by a large number <strong>of</strong> users<br />
in India/ abroad. All products quoted by the successful/ selected bidder must be<br />
associated with specific make and model numbers, item code and names and with printed<br />
literature describing configuration and functionality. Any deviation from the printed<br />
specifications should be clearly mentioned in the <strong>of</strong>fer document by the bidder/ supplier.<br />
c) The OEM/ Vendor <strong>of</strong> the quoted product must have its own registered spares depot in<br />
India having adequate inventory <strong>of</strong> the equipment being quoted <strong>for</strong> providing the<br />
necessary spares within next business day or maximum 30 hours.<br />
d) The OEM/ Vendor <strong>of</strong> the quoted product should also have its direct representation in<br />
India in terms <strong>of</strong> registered <strong>of</strong>fice <strong>for</strong> at least past 3 years. The presence through any<br />
Distribution/ System Integration partner agreement will not be accepted.<br />
e) Bidder must quote products in accordance with above clause “Eligible goods and related<br />
services”.<br />
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6.7 Notices<br />
a) Any notice given by one party to the other pursuant to the Contract shall be in writing to<br />
the address specified in the contract. The term “in writing” means communicated in<br />
written <strong>for</strong>m with pro<strong>of</strong> <strong>of</strong> dispatch and receipt.<br />
b) A Notice shall be effective when delivered or on the Notice’s effective date, whichever is<br />
later.<br />
6.8 Governing Law<br />
The Contract shall be governed by and interpreted in accordance with the laws <strong>of</strong> the <strong>Rajasthan</strong><br />
State/ the Country (India), unless otherwise specified in the contract.<br />
6.9 Scope <strong>of</strong> Supply<br />
a) Subject to the provisions in the bidding document and contract, the goods and related<br />
services to be supplied shall be as specified in the bidding document.<br />
b) Unless otherwise stipulated in the Contract, the scope <strong>of</strong> supply shall include all such<br />
items not specifically mentioned in the Contract but that can be reasonably inferred from<br />
the Contract as being required <strong>for</strong> attaining delivery and completion <strong>of</strong> the goods and<br />
related services as if such items were expressly mentioned in the Contract.<br />
6.10 Delivery & Installation<br />
a) Subject to the conditions <strong>of</strong> the contract, the delivery <strong>of</strong> the goods and completion <strong>of</strong> the<br />
related services shall be in accordance with the delivery and completion schedule<br />
specified in the bidding document. The details <strong>of</strong> supply/ shipping and other documents<br />
to be furnished by the successful/ selected bidder are specified in the bidding document<br />
and/ or contract.<br />
b) The contract <strong>for</strong> the supply can be repudiated at any time by the purchase <strong>of</strong>ficer, if the<br />
supplies are not made to his satisfaction after giving an opportunity to the bidder <strong>of</strong> being<br />
heard and recording the reasons <strong>for</strong> repudiation.<br />
c) The Supplier/ selected bidder shall arrange to supply, install and commission the ordered<br />
materials/ system as per specifications within the specified delivery/ completion period at<br />
various departments and/ or their <strong>of</strong>fices/ locations mentioned in the PO/ WO.<br />
d) Shifting the place <strong>of</strong> Installation: The user will be free to shift the place <strong>of</strong> installation<br />
within the same city /town/ district/ division. The successful/ selected bidder shall<br />
provide all assistance, except transportation, in shifting <strong>of</strong> the equipment. However, if the<br />
city/town is changed, additional charges <strong>of</strong> assistance in shifting and providing<br />
maintenance services <strong>for</strong> remaining period shall be decided mutually.<br />
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6.11 Supplier’s/ Selected Bidder’s Responsibilities<br />
The Supplier/ Selected Bidder shall supply all the goods and related services included in the<br />
scope <strong>of</strong> supply in accordance with the provisions <strong>of</strong> bidding document and/ or contract.<br />
6.12 Purchaser’s Responsibilities<br />
a) Whenever the supply <strong>of</strong> goods and related services requires that the Supplier/ Selected<br />
Bidder obtain permits, approvals, and import and other licenses from local public<br />
authorities, the Purchaser shall, if so required by the Supplier/ Selected Bidder, make its<br />
best ef<strong>for</strong>t to assist the Supplier/ Selected Bidder in complying with such requirements in<br />
a timely and expeditious manner.<br />
b) The Purchaser would pay all costs involved in the per<strong>for</strong>mance <strong>of</strong> its responsibilities, in<br />
accordance with the general and special conditions <strong>of</strong> the contract.<br />
6.13 Contract Price<br />
a) The Contract Price shall be paid as specified in the contract subject to any additions and<br />
adjustments thereto, or deductions there from, as may be made pursuant to the Contract.<br />
b) Prices charged by the Supplier/ Selected Bidder <strong>for</strong> the Goods delivered and the Related<br />
Services per<strong>for</strong>med under the Contract shall not vary from the prices quoted by the<br />
Supplier/ Selected Bidder in its bid, with the exception <strong>of</strong> any price adjustments<br />
authorized in the special conditions <strong>of</strong> the contract.<br />
6.14 Recoveries from Supplier/ Selected Bidder<br />
a) Recovery <strong>of</strong> liquidated damages, short supply, breakage, rejected articles shall be made<br />
ordinarily from bills.<br />
b) The Purchase Officer shall withhold amount to the extent <strong>of</strong> short supply, broken/<br />
damaged or <strong>for</strong> rejected articles unless these are replaced satisfactorily. In case <strong>of</strong> failure<br />
to withhold the amount, it shall be recovered from his dues and per<strong>for</strong>mance security<br />
deposit available with RISL.<br />
c) The balance, if any, shall be demanded from the Supplier/ Selected Bidder and when<br />
recovery is not possible, the Purchase Officer shall take recourse to law in <strong>for</strong>ce.<br />
6.15 Taxes & Duties<br />
a) The income tax, service tax, value added tax, etc., if applicable, shall be deducted at<br />
source from the payment to the Supplier/ Selected Bidder as per the law in <strong>for</strong>ce at the<br />
time <strong>of</strong> execution <strong>of</strong> contract.<br />
b) The entry tax, if applicable shall be deducted at source and deposited in the government<br />
treasury in proper revenue receipt head <strong>of</strong> account.<br />
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c) For goods supplied from outside India, the successful/ selected bidder shall be entirely<br />
responsible <strong>for</strong> all taxes, stamp duties, license fees, and other such levies imposed outside<br />
the country.<br />
d) For goods supplied from within India, the successful/ selected bidder shall be entirely<br />
responsible <strong>for</strong> all taxes, duties, license fees, etc., incurred until delivery <strong>of</strong> the contracted<br />
Goods to the Purchaser.<br />
e) Revision in VAT and Service Tax shall be on account <strong>of</strong> the tendering authority if it has<br />
been asked <strong>for</strong> separately in the financial bid and is not taken into account <strong>for</strong> the<br />
purpose <strong>of</strong> comparison <strong>of</strong> bids. If, however, they have not been asked <strong>for</strong> separately, any<br />
benefit or additional cost will be on account <strong>of</strong> the bidder. Revision <strong>of</strong> any other tax or<br />
duty shall be on account <strong>of</strong> the bidder.<br />
f) If any tax exemptions, reductions, allowances or privileges may be available to the<br />
successful/ selected bidder in India, the Purchaser shall use its best ef<strong>for</strong>ts to enable the<br />
successful/ selected bidder to benefit from any such tax savings to the maximum<br />
allowable extent.<br />
6.16 Per<strong>for</strong>mance Security Deposit (PSD)<br />
a) In case <strong>of</strong> successful/ selected bidder, the EMD will be adjusted in arriving at the amount<br />
<strong>of</strong> the PSD.<br />
b) The successful/ selected bidder shall, within fifteen (15) days <strong>of</strong> the notification <strong>of</strong><br />
Contract award, provide a PSD 5% <strong>of</strong> the total agreed/ ordered project value <strong>for</strong> the due<br />
per<strong>for</strong>mance <strong>of</strong> the Contract in the amounts and currencies specified in the work order.<br />
c) The proceeds <strong>of</strong> the PSD shall be payable to the Purchaser as compensation <strong>for</strong> any loss<br />
resulting from the successful/ selected bidder failure to complete its obligations under the<br />
Contract.<br />
d) Form <strong>of</strong> PSD: PSD in the <strong>for</strong>m <strong>of</strong> cash will not be accepted. It may be deposited in the<br />
<strong>for</strong>m <strong>of</strong> Bank Draft or Banker’s Cheque in favour <strong>of</strong> “Managing Director, RajCOMP Info<br />
Services Limited” payable at “Jaipur”. The PSD may also be submitted in the <strong>for</strong>m <strong>of</strong> a<br />
Bank Guarantee (Unconditional & Irrevocable) in case the amount <strong>of</strong> PSD exceeds<br />
Rupees 10 Lacs. The other <strong>for</strong>m <strong>of</strong> security money shall be Post-<strong>of</strong>fice Savings Bank Pass<br />
Book duly pledged or National Savings Certificates, Defence Savings Certificates. Kisan<br />
Vikas Patras, or any other script/ instrument under National Savings Schemes <strong>for</strong><br />
promotion <strong>of</strong> small savings, if the same can be pledged. These certificates shall be<br />
accepted at surrender value. The competent Purchase Committee may permit to deposit<br />
Bank Guarantee in part or full if the amount <strong>of</strong> PSD exceeds Rupees 10 Lacs.<br />
e) Refund <strong>of</strong> PSD: The PSD shall be refunded within one month from the successful<br />
completion <strong>of</strong> supply and installation <strong>of</strong> items and related services as per work order and/<br />
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or contract, .<br />
f) Forfeiture <strong>of</strong> PSD: PSD shall be <strong>for</strong>feited in the following cases: -<br />
1) When any terms and condition <strong>of</strong> the contract is breached.<br />
2) When the Supplier/ Selected Bidder fail to commence supply or stops making the<br />
supplies or fail to provide deliverables after partially executing the purchase/ work<br />
order.<br />
3) To adjust any dues against the firm from any other contract with RISL.<br />
g) No interest will be paid by RISL on the amount <strong>of</strong> EMD and PSD.<br />
h) Proper notice will be given to the Supplier/ Selected Bidder with reasonable time be<strong>for</strong>e<br />
EMD/ PSD is <strong>for</strong>feited.<br />
i) Forfeiture <strong>of</strong> EMD/ PSD shall be without prejudice to any other right <strong>of</strong> RISL to claim any<br />
damages as admissible under the law as well as to take such action against the Supplier/<br />
Selected Bidder such as severing future business relation or black listing, etc.<br />
6.17 Copyright<br />
The copyright in all drawings, source code design documents, and other materials containing<br />
data and in<strong>for</strong>mation furnished to the Purchaser by the Supplier/ Selected Bidder herein shall<br />
remain vested in the Selected Bidder, or, if they are furnished to the Purchaser directly or<br />
through the Supplier/ Selected Bidder by any third party, including suppliers <strong>of</strong> materials, the<br />
copyright in such materials shall remain vested in such third party<br />
6.18 Confidential In<strong>for</strong>mation<br />
a) The Purchaser and the Supplier/ Selected Bidder shall keep confidential and shall not,<br />
without the written consent <strong>of</strong> the other party hereto, divulge to any third party any<br />
drawings, documents, data, or other in<strong>for</strong>mation furnished directly or indirectly by the<br />
other party hereto in connection with the Contract, whether such in<strong>for</strong>mation has been<br />
furnished prior to, during or following completion or termination <strong>of</strong> the Contract.<br />
b) The Supplier/ Selected Bidder may furnish to its Subcontractor, if permitted, such<br />
documents, data, and other in<strong>for</strong>mation it receives from the Purchaser to the extent<br />
required <strong>for</strong> the Subcontractor to per<strong>for</strong>m its work under the Contract, in which event the<br />
Supplier/ Selected Bidder shall obtain from such Subcontractor an undertaking <strong>of</strong><br />
confidentiality similar to that imposed on the Supplier/ Selected Bidder.<br />
c) The Purchaser shall not use such documents, data, and other in<strong>for</strong>mation received from<br />
the Supplier/ Selected Bidder <strong>for</strong> any purposes unrelated to the Contract. Similarly, the<br />
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Supplier/ Selected Bidder shall not use such documents, data, and other in<strong>for</strong>mation<br />
received from the Purchaser <strong>for</strong> any purpose other than the design, procurement, or other<br />
work and services required <strong>for</strong> the per<strong>for</strong>mance <strong>of</strong> the Contract.<br />
d) The obligation <strong>of</strong> a party under sub-clauses above, however, shall not apply to<br />
in<strong>for</strong>mation that:-<br />
1) the Purchaser or Supplier/ Selected Bidder need to share with RISL or other<br />
institutions participating in the Contract;<br />
2) now or hereafter enters the public domain through no fault <strong>of</strong> that party;<br />
3) can be proven to have been possessed by that party at the time <strong>of</strong> disclosure and<br />
which was not previously obtained, directly or indirectly, from the other party; or<br />
4) otherwise lawfully becomes available to that party from a third party that has no<br />
obligation <strong>of</strong> confidentiality.<br />
e) The above provisions shall not in any way modify any undertaking <strong>of</strong> confidentiality given<br />
by either <strong>of</strong> the parties hereto prior to the date <strong>of</strong> the Contract in respect <strong>of</strong> the supply or<br />
any part there<strong>of</strong>.<br />
f) The provisions <strong>of</strong> this clause shall survive completion or termination, <strong>for</strong> whatever<br />
reason, <strong>of</strong> the Contract.<br />
6.19 Sub-contracting<br />
a) The bidder shall not assign or sub-let his contract or any substantial part there<strong>of</strong> to any<br />
other agency without the permission <strong>of</strong> Purchaser/ <strong>Tender</strong>ing Authority.<br />
b) If permitted, the selected bidder shall notify the Purchaser, in writing, <strong>of</strong> all subcontracts<br />
awarded under the Contract, if not already specified in the Bid. Subcontracting shall in no<br />
event relieve the Supplier/ Selected Bidder from any <strong>of</strong> its obligations, duties,<br />
responsibilities, or liability under the Contract.<br />
c) Subcontracts shall comply with the provisions <strong>of</strong> bidding document and/ or contract.<br />
6.20 Specifications and Standards<br />
a) All articles supplied shall strictly con<strong>for</strong>m to the specifications, trademark laid down in<br />
the tender <strong>for</strong>m and wherever articles have been required according to ISI/ ISO/ other<br />
applicable specifications/ certifications/ standards, those articles should con<strong>for</strong>m strictly<br />
to those specifications/ certifications/ standards. The supply shall be <strong>of</strong> best quality and<br />
description. The decision <strong>of</strong> the competent authority/ purchase committee whether the<br />
articles supplied con<strong>for</strong>m to the specifications shall be final and binding on the supplier/<br />
selected bidder.<br />
b) Technical Specifications and Drawings<br />
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1) The Supplier/ Selected Bidder shall ensure that the goods and related<br />
services comply with the technical specifications and other provisions <strong>of</strong> the<br />
Contract.<br />
2) The Supplier/ Selected Bidder shall be entitled to disclaim responsibility <strong>for</strong> any<br />
design, data, drawing, specification or other document, or any modification<br />
there<strong>of</strong> provided or designed by or on behalf <strong>of</strong> the Purchaser, by giving a notice <strong>of</strong><br />
such disclaimer to the Purchaser.<br />
3) The goods and related services supplied under this Contract shall con<strong>for</strong>m to the<br />
standards mentioned in bidding document and, when no applicable standard is<br />
mentioned, the standard shall be equivalent or superior to the <strong>of</strong>ficial standards<br />
whose application is appropriate to the country <strong>of</strong> origin <strong>of</strong> the Goods.<br />
c) Wherever references are made in the Contract to codes and standards in accordance with<br />
which it shall be executed, the edition or the revised version <strong>of</strong> such codes and standards<br />
shall be those specified in the bidding document. During Contract execution, any changes<br />
in any such codes and standards shall be applied only after approval by the Purchaser and<br />
shall be treated in accordance with the general conditions <strong>of</strong> the contract.<br />
6.21 Packing and Documents<br />
a) The Supplier/ Selected Bidder shall provide such packing <strong>of</strong> the Goods as is required to<br />
prevent their damage or deterioration during transit to their final destination, as<br />
indicated in the Contract. During transit, the packing shall be sufficient to withstand,<br />
without limitation, rough handling and exposure to extreme temperatures, salt and<br />
precipitation, and open storage. Packing case size and weights shall take into<br />
consideration, where appropriate, the remoteness <strong>of</strong> the final destination <strong>of</strong> the Goods<br />
and the absence <strong>of</strong> heavy handling facilities at all points in transit.<br />
b) The packing, marking, and documentation within and outside the packages shall comply<br />
strictly with such special requirements as shall be expressly provided <strong>for</strong> in the Contract,<br />
including additional requirements, if any, specified in the contract, and in any other<br />
instructions ordered by the Purchaser.<br />
6.22 Insurance<br />
a) The Goods supplied under the Contract shall be fully insured against loss by theft,<br />
destruction or damage incidental to manufacture or acquisition, transportation, storage,<br />
fire, flood, under exposure to weather and delivery at the designates project locations, in<br />
accordance with the applicable terms. The insurance charges will be borne by the supplier<br />
and Purchaser will not be required to pay such charges if incurred.<br />
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b) The insurance policy validity will be same as the contract period <strong>of</strong> the CCO i.e. two years<br />
from date <strong>of</strong> successful go-live and then extended based on the annual extension given to<br />
the CCO, if any.<br />
c) The goods will be delivered at the FOR destination in perfect condition.<br />
6.23 Transportation<br />
a) The supplier/ selected bidder shall be responsible <strong>for</strong> the proper packing so as to avoid<br />
damage under normal conditions <strong>of</strong> transport by sea, rail and road or air and delivery <strong>of</strong><br />
the material in the good condition to the consignee at destination. In the event <strong>of</strong> any<br />
loss, damage, breakage or leakage or any shortage the bidder shall be liable to make good<br />
such loss and shortage found at the checking/ inspection <strong>of</strong> the material by the consignee.<br />
No extra cost on such account shall be admissible.<br />
b) All goods must be sent freight paid through Railways or goods transport. If goods are sent<br />
freight to pay, the freight together with departmental charge @5% <strong>of</strong> the freight will be<br />
recovered from the supplier’s/ selected bidder’s bill.<br />
6.24 Inspection<br />
a) The Purchase Officer or his duly authorized representative shall at all reasonable time<br />
have access to the supplier’s/ selected bidder’s premises and shall have the power at all<br />
reasonable time to inspect and examine the materials and workmanship <strong>of</strong> the goods/<br />
equipment/ machineries during manufacturing process or afterwards as may be decided.<br />
b) The supplier/ selected bidder shall furnish complete address <strong>of</strong> the premises <strong>of</strong> his<br />
factory, <strong>of</strong>fice, go-down and workshop where inspection can be made together with name<br />
and address <strong>of</strong> the person who is to be contacted <strong>for</strong> the purpose. In case <strong>of</strong> those dealers<br />
who have newly entered in business, a letter <strong>of</strong> introduction from their bankers will be<br />
necessary.<br />
c) After successful inspection, it will be supplier’s/ selected bidder’s responsibility to<br />
dispatch and install the equipment at respective locations without any financial liability<br />
to the Purchaser. However, supplies when received at respective locations shall be subject<br />
to inspection to ensure whether they con<strong>for</strong>m to the specification.<br />
6.25 Rejection<br />
a) Articles not approved during inspection or testing shall be rejected and will have to be<br />
replaced by the selected bidder at his own cost within the time fixed by the Purchase<br />
Officer.<br />
b) If, however, due to exigencies <strong>of</strong> work, such replacement either in whole or in part, is not<br />
considered feasible, the Purchase Officer after giving an opportunity to the selected<br />
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bidder <strong>of</strong> being heard shall <strong>for</strong> reasons to be recorded, deduct a suitable amount from the<br />
approved rates. The deduction so made shall be final.<br />
c) The rejected articles shall be removed by the selected bidder within 15 days <strong>of</strong> intimation<br />
<strong>of</strong> rejection, after which Purchase Officer shall not be responsible <strong>for</strong> any loss, shortage or<br />
damage and shall have the right to dispose <strong>of</strong> such articles as he thinks fit, at the selected<br />
bidder’s risk and on his account.<br />
6.26 Extension in Delivery Period and Liquidated Damages (LD)<br />
a) Except as provided under clause “Force Majeure”, if the supplier/ selected bidder fails to<br />
deliver any or all <strong>of</strong> the Goods or per<strong>for</strong>m the Related Services within the period specified<br />
in the Contract, the Purchaser may without prejudice to all its other remedies under the<br />
Contract, deduct from the Contract Price, as liquidated damages, a sum equivalent to the<br />
percentage specified in (d) below <strong>for</strong> each week or part there<strong>of</strong> <strong>of</strong> delay until actual<br />
delivery or per<strong>for</strong>mance, up to a maximum deduction <strong>of</strong> the percentage specified in the<br />
bidding document and/ or contract. Once the maximum is reached, the Purchaser may<br />
terminate the Contract pursuant to clause “Termination”.<br />
b) The time specified <strong>for</strong> delivery in the tender <strong>for</strong>m shall be deemed to be the essence <strong>of</strong> the<br />
contract and the supplier/ selected bidder shall arrange goods supply and related services<br />
within the specified period.<br />
c) Delivery and installation/ completion period may be extended with or without liquidated<br />
damages, if the delay in the supply <strong>of</strong> goods or service is on account <strong>of</strong> hindrances beyond<br />
the control <strong>of</strong> the supplier/ selected bidder. In such a case:<br />
1) The supplier/ selected bidder shall request in writing to the Purchaser giving<br />
reasons <strong>for</strong> extending the delivery period <strong>of</strong> service, if he finds himself unable to<br />
complete the supply <strong>of</strong> goods or service within the stipulated delivery period or is<br />
unable to maintain prorate progress in the supply <strong>of</strong> goods or service delivery.<br />
This request shall be submitted as soon as a hindrance in delivery <strong>of</strong> goods and<br />
service occurs or within 15 days from such occurrence but be<strong>for</strong>e expiry <strong>of</strong><br />
stipulated period <strong>of</strong> completion <strong>of</strong> delivery <strong>of</strong> goods and service after which such<br />
request shall not be entertained.<br />
2) The Purchaser shall examine the justification <strong>of</strong> causes <strong>of</strong> hindrance in the<br />
delivery <strong>of</strong> goods and service and the period <strong>of</strong> delay occurred due to that and<br />
recommend the competent authority on the period <strong>of</strong> extension which should be<br />
granted with or without liquidated damages.<br />
3) Normally, extension in delivery period <strong>of</strong> goods and service in following<br />
circumstances may be considered without liquidated damages:<br />
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4) When delay has occurred due to delay in supply <strong>of</strong> drawings, designs, plans etc. if<br />
the RISL was required to supply them to the supplier <strong>of</strong> goods or service provider<br />
as per terms <strong>of</strong> the contract.<br />
5) When delay has occurred in supply <strong>of</strong> materials etc. if these were required to be<br />
supplied to the supplier or service provider by the RISL as per terms <strong>of</strong> the<br />
contract.<br />
6) If the competent authority agrees to extend the delivery period/ schedule, an<br />
amendment to the contract with suitable denial clauses and with or without<br />
liquidated damages, as the case may be, shall be issued. The amendment letter<br />
shall mention that no extra price or additional cost <strong>for</strong> any reason, what so ever<br />
beyond the contracted cost shall be paid <strong>for</strong> the delayed supply <strong>of</strong> goods and<br />
service.<br />
7) It shall be at the discretion <strong>of</strong> the concerned authority to accept or not to accept<br />
the supply <strong>of</strong> goods and/ or services rendered by the contractor after the expiry <strong>of</strong><br />
the stipulated delivery period, if no <strong>for</strong>mal extension in delivery period has been<br />
applied and granted. The competent authority shall have right to cancel the<br />
contract with respect to undelivered goods and/ or service.<br />
8) If RISL is in need <strong>of</strong> the good and/ or service rendered after expiry <strong>of</strong> the<br />
stipulated delivery period, it may accept the services and issue a letter <strong>of</strong> extension<br />
in delivery period with usual liquidated damages and denial clauses to regularize<br />
the transaction.<br />
d) In case extension in the delivery and/ or installation/ completion/ commissioning period<br />
is granted with full liquidated damages, the recovery shall be made on the basis <strong>of</strong><br />
following percentages <strong>of</strong> value <strong>of</strong> goods and/ or service which the supplier/ selected<br />
bidder has failed to supply or complete : -<br />
Delay in Go-Live: In case <strong>of</strong> delay in go-live beyond the timeline specified in Para 4.4<br />
under Scope <strong>of</strong> Work, liquidated damages shall be applicable on Capital expenditure<br />
(Table 1 <strong>of</strong> Annexure 16) plus one equated quarterly payment <strong>for</strong> operating expenditure<br />
(Table 2 <strong>of</strong> Annexure 16)<br />
Condition LD %<br />
Delay <strong>of</strong> more than one month <strong>of</strong> the prescribed timeline <strong>of</strong> Go-live 2.5 %<br />
Delay <strong>of</strong> more than two months <strong>of</strong> the prescribed timeline <strong>of</strong> Go-live 5.0 %<br />
Delay <strong>of</strong> more than three month <strong>of</strong> the prescribed timeline <strong>of</strong> Go-live 7.5 %<br />
Delay <strong>of</strong> more than four months <strong>of</strong> the prescribed timeline <strong>of</strong> Go-live 10.0 %<br />
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1) Fraction <strong>of</strong> a day in reckoning period <strong>of</strong> delay in supplies, successful installation<br />
and completion <strong>of</strong> work shall be eliminated if it is less than half a day.<br />
2) The maximum amount <strong>of</strong> liquidated damages shall be 10% <strong>of</strong> Capital Expenditure<br />
plus one equated quarterly payment<br />
6.27 Authenticity <strong>of</strong> Equipments<br />
a) The selected bidder shall certify that the supplied goods are brand new, genuine/<br />
authentic, not refurbished, con<strong>for</strong>m to the description and quality as specified in this<br />
bidding document and are free from defects in material, workmanship and service.<br />
b) If during the contract period, the said goods be discovered counterfeit/ unauthentic or<br />
not to con<strong>for</strong>m to the description and quality a<strong>for</strong>esaid or have determined (and the<br />
decision <strong>of</strong> the Purchase Officer in that behalf will be final and conclusive),<br />
notwithstanding the fact that the purchaser may have inspected and/ or approved the<br />
said goods, the purchaser will be entitled to reject the said goods or such portion there<strong>of</strong><br />
as may be discovered not to con<strong>for</strong>m to the said description and quality, on such rejection<br />
the goods will be at the selected bidder’s risk and all the provisions relating to rejection <strong>of</strong><br />
goods etc., shall apply. The selected bidder shall, if so called upon to do, replace the goods<br />
etc., or such portion there<strong>of</strong> as is rejected by Purchase Officer, otherwise the selected<br />
bidder shall pay such damage as may arise by the reason <strong>of</strong> the breach <strong>of</strong> the condition<br />
herein contained. Nothing herein contained shall prejudice any other right <strong>of</strong> the<br />
Purchase Officer in that behalf under this contract or otherwise.<br />
c) Goods accepted by the purchaser in terms <strong>of</strong> the contract shall in no way dilute<br />
purchaser’s right to reject the same later, if found deficient in terms <strong>of</strong> the this clause <strong>of</strong><br />
the contract.<br />
6.28 Warranty<br />
a) The bidder must supply all hardware items mentioned in Table 1 <strong>of</strong> Annexure 16 with<br />
comprehensive on-site warranty. The warranty will be valid <strong>for</strong> two years after the goods,<br />
or any portion there<strong>of</strong> as the case may be, have been delivered to, installed and accepted<br />
at the final destination(s) indicated in the bidding document. However, if delay <strong>of</strong><br />
installation is more than a month’s time due to the reasons ascribed to the bidder, the<br />
warranty shall start from the date <strong>of</strong> last successful installation <strong>of</strong> the items covered<br />
under the PO.<br />
b) The bidder shall submit a certificate/ undertaking from all the respective OEMs<br />
mentioning the fact that the goods supplied are covered under comprehensive onsite<br />
warranty & support <strong>for</strong> the prescribed period. The bidder should follow the <strong>for</strong>mat<br />
provided <strong>for</strong> Manufacturer’s Authorization Certificate at Annexure 13.<br />
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c) The purchaser shall give a written notice to the selected bidder stating the nature <strong>of</strong> any<br />
defect together with all available evidence there<strong>of</strong>, promptly following the discovery<br />
there<strong>of</strong>. The purchaser shall af<strong>for</strong>d all reasonable opportunity <strong>for</strong> the selected bidder to<br />
inspect such defects. Upon receipt <strong>of</strong> such notice, the selected bidder shall expeditiously<br />
cause to repair the defective goods or parts there<strong>of</strong> or replace the defective goods or parts<br />
there<strong>of</strong> with brand new genuine/ authentic ones having similar or higher specifications<br />
from the respective OEM, at no cost to the Purchaser. Any goods repaired or replaced by<br />
the selected bidder shall be delivered at the respective location without any additional<br />
costs to the purchaser.<br />
d) If having been notified, the selected bidder fails to remedy the defect within the period<br />
specified, the purchaser may proceed to take within a reasonable period such remedial<br />
action as may be necessary, in addition to other recourses available in terms and<br />
conditions <strong>of</strong> the contract and bidding document.<br />
e) During the warranty period, the bidder shall also be responsible to ensure adequate and<br />
timely availability <strong>of</strong> spare parts needed <strong>for</strong> repairing the supplied goods.<br />
f) The warranty on supplied s<strong>of</strong>tware media, if any, should be at least 90 days.<br />
6.29 Patent Indemnity<br />
a) The supplier/ selected bidder shall, subject to the Purchaser’s compliance with sub-clause<br />
(b) below, indemnify and hold harmless the Purchaser and its employees and <strong>of</strong>ficers<br />
from and against any and all suits, actions or administrative proceedings, claims,<br />
demands, losses, damages, costs, and expenses <strong>of</strong> any nature, including attorney’s fees<br />
and expenses, which the Purchaser may suffer as a result <strong>of</strong> any infringement or alleged<br />
infringement <strong>of</strong> any patent, utility model, registered design, trademark, copyright, or<br />
other intellectual property right registered or otherwise existing at the date <strong>of</strong> the<br />
Contract by reason <strong>of</strong>: -<br />
1) the installation <strong>of</strong> the Goods by the supplier/ selected bidder or the use <strong>of</strong> the<br />
Goods in the country where the Site is located; and the sale in any country <strong>of</strong><br />
the products produced by the Goods.<br />
2) Such indemnity shall not cover any use <strong>of</strong> the Goods or any part there<strong>of</strong> other<br />
than <strong>for</strong> the purpose indicated by or to be reasonably inferred from the<br />
Contract, neither any infringement resulting from the use <strong>of</strong> the Goods or<br />
any part there<strong>of</strong>, or any products produced thereby in association or<br />
combination with any other equipment, plant, or materials not supplied by the<br />
supplier/ selected bidder, pursuant to the Contract.<br />
b) If any proceedings are brought or any claim is made against the Purchaser arising out <strong>of</strong><br />
the matters referred to above, the Purchaser shall promptly give the supplier/ selected<br />
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bidder a notice there<strong>of</strong>, and the supplier/ selected bidder may at its own expense and in<br />
the Purchaser’s name conduct such proceedings or claim and any negotiations <strong>for</strong> the<br />
settlement <strong>of</strong> any such proceedings or claim.<br />
c) If the supplier/ selected bidder fails to notify the Purchaser within thirty (30) days after<br />
receipt <strong>of</strong> such notice that it intends to conduct any such proceedings or claim, then the<br />
Purchaser shall be free to conduct the same on its own behalf.<br />
d) The Purchaser shall, at the supplier’s/ selected bidder’s request, af<strong>for</strong>d all available<br />
assistance to the supplier/ selected bidder in conducting such proceedings or claim, and<br />
shall be reimbursed by the supplier/ selected bidder <strong>for</strong> all reasonable expenses incurred<br />
in so doing.<br />
e) The Purchaser shall indemnify and hold harmless the supplier/ selected bidder and its<br />
employees, <strong>of</strong>ficers, and Subcontractors (if any) from and against any and all suits,<br />
actions or administrative proceedings, claims, demands, losses, damages, costs, and<br />
expenses <strong>of</strong> any nature, including attorney’s fees and expenses, which the supplier/<br />
selected bidder may suffer as a result <strong>of</strong> any infringement or alleged infringement <strong>of</strong> any<br />
patent, utility model, registered design, trademark, copyright, or other intellectual<br />
property right registered or otherwise existing at the date <strong>of</strong> the Contract arising out <strong>of</strong> or<br />
in connection with any design, data, drawing, specification, or other documents or<br />
materials provided or designed by or on behalf <strong>of</strong> the Purchaser.<br />
6.30 Limitation <strong>of</strong> Liability<br />
Except in cases <strong>of</strong> gross negligence or wilful misconduct: -<br />
a) neither party shall be liable to the other party <strong>for</strong> any indirect or consequential loss or<br />
damage, loss <strong>of</strong> use, loss <strong>of</strong> production, or loss <strong>of</strong> pr<strong>of</strong>its or interest costs, provided that<br />
this exclusion shall not apply to any obligation <strong>of</strong> the supplier/ selected bidder to pay<br />
liquidated damages to the Purchaser; and<br />
b) the aggregate liability <strong>of</strong> the supplier/ selected bidder to the Purchaser, whether under<br />
the Contract, in tort, or otherwise, shall not exceed the amount specified in the Contract,<br />
provided that this limitation shall not apply to the cost <strong>of</strong> repairing or replacing defective<br />
equipment, or to any obligation <strong>of</strong> the supplier/ selected bidder to indemnify the<br />
Purchaser with respect to patent infringement.<br />
6.31 Change in Laws & Regulations<br />
Unless otherwise specified in the Contract, if after the date <strong>of</strong> the Invitation <strong>for</strong> Bids, any<br />
law, regulation, ordinance, order or bylaw having the <strong>for</strong>ce <strong>of</strong> law is enacted,<br />
promulgated, abrogated, or changed in <strong>Rajasthan</strong>/ India, where the Site is located (which<br />
shall be deemed to include any change in interpretation or application by the competent<br />
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authorities) that subsequently affects the Delivery Date and/ or the Contract Price, then<br />
such Delivery Date and/ or Contract Price shall be correspondingly increased or<br />
decreased, to the extent that the Supplier has thereby been affected in the per<strong>for</strong>mance <strong>of</strong><br />
any <strong>of</strong> its obligations under the Contract. Notwithstanding the <strong>for</strong>egoing, such additional<br />
or reduced cost shall not be separately paid or credited, if the same has already been<br />
accounted <strong>for</strong> in the price adjustment provisions where applicable.<br />
6.32 Force Majeure<br />
a) The supplier/ selected bidder shall not be liable <strong>for</strong> <strong>for</strong>feiture <strong>of</strong> its PSD, LD, or<br />
termination <strong>for</strong> default if and to the extent that its delay in per<strong>for</strong>mance or other failure<br />
to per<strong>for</strong>m its obligations under the Contract is the result <strong>of</strong> an event <strong>of</strong> Force Majeure.<br />
b) For purposes <strong>of</strong> this Clause, “Force Majeure” means an event or situation beyond the<br />
control <strong>of</strong> the supplier/ selected bidder that is not <strong>for</strong>eseeable, is unavoidable, and its<br />
origin is not due to negligence or lack <strong>of</strong> care on the part <strong>of</strong> the supplier/ selected bidder.<br />
Such events may include, but not be limited to, acts <strong>of</strong> the Purchaser in its sovereign<br />
capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions, and freight<br />
embargoes.<br />
c) If a Force Majeure situation arises, the supplier/ selected bidder shall promptly notify the<br />
RISL in writing <strong>of</strong> such conditions and cause there<strong>of</strong> within 15 days <strong>of</strong> occurrence <strong>of</strong> such<br />
event. Unless otherwise directed by RISL, the supplier/ selected bidder shall continue to<br />
per<strong>for</strong>m its obligations under the contract as far as reasonably practical.<br />
d) If the per<strong>for</strong>mance in whole or part or any obligation under the contract is prevented or<br />
delayed by any reason <strong>of</strong> Force Majeure <strong>for</strong> a period exceeding 60 days, either party at its<br />
option may terminate the contract without any financial repercussion on either side.<br />
e) In case a Force Majeure situation occurs with the RISL, the RISL may take the case with<br />
the supplier/ selected bidder on similar lines.<br />
6.33 Termination<br />
a) Termination <strong>for</strong> Default<br />
1) The tender sanctioning authority <strong>of</strong> RISL reserves the right to, without prejudice to<br />
any other remedy <strong>for</strong> breach <strong>of</strong> contract, by a written notice <strong>of</strong> default <strong>of</strong> at least 30<br />
days sent to the supplier/ selected bidder, terminate the contract in whole or in part:<br />
-<br />
1.1 If the supplier/ selected bidder fails to deliver any or all quantities <strong>of</strong> the<br />
service within the time period specified in the contract, or any extension<br />
there<strong>of</strong> granted by RISL; or<br />
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1.2 If the supplier/ selected bidder fails to per<strong>for</strong>m any other obligation<br />
under the contract within the specified period <strong>of</strong> delivery <strong>of</strong> service or<br />
any extension granted there<strong>of</strong>; or<br />
1.3 If the supplier/ selected bidder, in the judgement <strong>of</strong> the Purchaser, is<br />
found to be engaged in corrupt, fraudulent, collusive, or coercive<br />
practices in competing <strong>for</strong> or in executing the contract; or<br />
1.4 If the supplier/ selected bidder commits breach <strong>of</strong> any condition <strong>of</strong> the<br />
contract; or<br />
2.4 If the total penalty levied on the CCO in a quarter exceeds 10% <strong>of</strong> total<br />
billing in that quarter<br />
2) If RISL terminates the contract in whole or in part, amount <strong>of</strong> PSD and due<br />
payment if any, may be <strong>for</strong>feited.<br />
3) Be<strong>for</strong>e cancelling a contract and taking further action, advice <strong>of</strong> senior most finance<br />
person available in the <strong>of</strong>fice and <strong>of</strong> legal adviser or legal assistant posted in the<br />
<strong>of</strong>fice, if there is one, may be obtained.<br />
b) Termination <strong>for</strong> Insolvency<br />
RISL may at any time terminate the Contract by giving a written notice <strong>of</strong> at least 30 days to<br />
the supplier/ selected bidder, if the supplier/ selected bidder becomes bankrupt or otherwise<br />
insolvent. In such event, termination will be without compensation to the supplier/ selected<br />
bidder, provided that such termination will not prejudice or affect any right <strong>of</strong> action or<br />
remedy that has accrued or will accrue thereafter to RISL.<br />
c) Termination <strong>for</strong> Convenience<br />
1) RISL, by a written notice <strong>of</strong> at least 30 days sent to the supplier/ selected<br />
bidder, may terminate the Contract, in whole or in part, at any time <strong>for</strong> its<br />
convenience. The Notice <strong>of</strong> termination shall specify that termination is <strong>for</strong><br />
the Purchaser’s convenience, the extent to which per<strong>for</strong>mance <strong>of</strong> the supplier/<br />
selected bidder under the Contract is terminated, and the date upon which such<br />
termination becomes effective.<br />
2) Depending on merits <strong>of</strong> the case the supplier/ selected bidder may be appropriately<br />
compensated on mutually agreed terms <strong>for</strong> the loss incurred by the contract if any<br />
due to such termination.<br />
3) The Goods that are complete and ready <strong>for</strong> shipment within twenty-eight (28)<br />
days after the supplier’s/ selected bidder’s receipt <strong>of</strong> the Notice <strong>of</strong> termination<br />
shall be accepted by the Purchaser at the Contract terms and prices. For the<br />
remaining Goods, the Purchaser may elect:<br />
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3.1 To have any portion completed and delivered at the Contract terms and<br />
prices; and/or<br />
3.2 To cancel the remainder and pay to the supplier/ selected bidder an<br />
agreed amount <strong>for</strong> partially completed Goods and Related Services and<br />
<strong>for</strong> materials and parts previously procured by the supplier/ selected<br />
bidder.<br />
6.34 Settlement <strong>of</strong> Disputes<br />
a) General: If any dispute arises between the supplier/ selected bidder and RISL during the<br />
execution <strong>of</strong> a contract that should be amicably settled by mutual discussions. However, if<br />
the dispute is not settled by mutual discussions, a written representation will be obtained<br />
from the supplier/ selected bidder on the points <strong>of</strong> dispute. The representation so<br />
received shall be examined by the concerned Procurement Committee which sanctioned<br />
the tender. The Procurement Committee may take legal advice <strong>of</strong> a counsel and then<br />
examine the representation. The supplier/ selected bidder will also be given an<br />
opportunity <strong>of</strong> being heard. The Committee will take a decision on the representation and<br />
convey it in writing to the supplier/ selected bidder.<br />
b) Standing Committee <strong>for</strong> Settlement <strong>of</strong> Disputes: If a question, difference or objection<br />
arises in connection with or out <strong>of</strong> the contract/ agreement or the meaning <strong>of</strong> operation<br />
<strong>of</strong> any part, there<strong>of</strong> or the rights, duties or liabilities <strong>of</strong> either party have not been settled<br />
by mutual discussions or the decision <strong>of</strong> tender sanctioning Procurement Committee, it<br />
shall be referred to the empowered standing committee <strong>for</strong> decision, if the amount <strong>of</strong> the<br />
claim is more than Rs. 50,000/-. The empowered standing committee shall consist <strong>of</strong><br />
following members: - (RISL)<br />
Chairman <strong>of</strong> BoD <strong>of</strong> RISL<br />
: Chairman<br />
Secretary, DoIT&C or his nominee, not below the rank <strong>of</strong> Deputy Secretary<br />
: Member<br />
Managing Director, RISL<br />
: Member<br />
Director (Technical)/ Executive Director, RISL<br />
: Member<br />
Director (Finance), RISL<br />
: Member<br />
A Legal Expert to be nominated by the Chairman<br />
: Member<br />
c) Procedure <strong>for</strong> reference to the Standing Committee: The supplier/ selected bidder shall<br />
present his representation to the Managing Director, RISL along with a fee equal to two<br />
percent <strong>of</strong> the amount <strong>of</strong> dispute, not exceeding Rupees One Lakh, within one month<br />
from the date <strong>of</strong> communication <strong>of</strong> decision <strong>of</strong> the tender sanctioning Procurement<br />
Committee. The <strong>of</strong>ficer-in-charge <strong>of</strong> the project who was responsible <strong>for</strong> taking delivery <strong>of</strong><br />
the goods and/ or service from the supplier/ selected bidder shall prepare a reply <strong>of</strong><br />
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representation and shall represent the RISL’s stand be<strong>for</strong>e the standing committee. From<br />
the side <strong>of</strong> the supplier/ selected bidder, the claim case may be presented by himself or<br />
through a lawyer. After hearing both the parties, the standing committee shall announce<br />
its decision which shall be final and binding both on the supplier/ selected bidder and<br />
RISL. The standing committee, if it so decides, may refer the matter to the Board <strong>of</strong><br />
Directors <strong>of</strong> RISL <strong>for</strong> further decision.<br />
d) Legal Jurisdiction: All legal proceedings arising out <strong>of</strong> any dispute between both the<br />
parties regarding a contract shall be settled by a competent court having jurisdiction over<br />
the place, where agreement has been executed and by no other court, after decision <strong>of</strong> the<br />
standing committee <strong>for</strong> settlement <strong>of</strong> disputes.<br />
6.35 Payment Terms and Schedule<br />
The payments to be made to the CCO will be divided into two components. One, payment <strong>for</strong> IT<br />
assets which will be transferred to RISL and secondly, quarterly payments on per seat basis.<br />
It is envisaged that the IT infrastructure and applications deployed at the State Data Centre<br />
shall be procured by the CCO and transferred to the RISL. The payment <strong>for</strong> the same shall be<br />
made as per the following schedule:<br />
S. No. Deliverable Payment %<br />
1 Site Preparation Plan (with layout 70% <strong>of</strong> capital expenditure <strong>of</strong> IT<br />
blueprint)<br />
infrastructure (hard and s<strong>of</strong>t) to be<br />
Site Completion Report procured and established by the CCO at<br />
(Completion <strong>of</strong> civil and interior the SDC (as per Table 1 <strong>of</strong> Financial bid<br />
work and other non-IT <strong>for</strong>mat at Annexure 16)<br />
infrastructure)<br />
Solution implementation,<br />
Integration, Content development<br />
and customization report<br />
User Acceptance Testing<br />
Security Audit<br />
Go-Live Certificate<br />
Three months <strong>of</strong> successful<br />
operations post go-live<br />
2 SLA reports<br />
8 Equal quarterly instalments <strong>of</strong><br />
MIS reports<br />
operating expenditure (as per Table 2<br />
<strong>of</strong> Financial bid <strong>for</strong>mat at Annexure 16)<br />
15% <strong>of</strong> capital expenditure <strong>of</strong> IT<br />
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infrastructure (hard and s<strong>of</strong>t) on End<br />
<strong>of</strong> 4th Quarter (as per Table 1 <strong>of</strong><br />
Financial bid <strong>for</strong>mat at Annexure 16)<br />
15% <strong>of</strong> capital expenditure <strong>of</strong> IT<br />
infrastructure (hard and s<strong>of</strong>t) on End<br />
<strong>of</strong> 8th Quarter (as per Table 1 <strong>of</strong><br />
Financial bid <strong>for</strong>mat at Annexure 16)<br />
The first quarter will start from the date <strong>of</strong> go-live. Payments to the bidder shall be made after<br />
successful completion <strong>of</strong> the quarter and submission <strong>of</strong> SLA reports as decided by RISL.<br />
i. The supplier’s/ selected bidder’s request <strong>for</strong> payment shall be made to the purchaser in<br />
writing, accompanied by invoices describing, as appropriate, the goods delivered and<br />
related services per<strong>for</strong>med, and by the required documents pursuant to conditions <strong>of</strong> the<br />
contract including SLA reports and MIS reports and upon fulfilment <strong>of</strong> all the obligations<br />
stipulated in the Contract. Receipts <strong>of</strong> rentals and charges (both toll-free and tolled) will<br />
be submitted <strong>for</strong> examination and reumbursement<br />
ii. The currency or currencies in which payments shall be made to the supplier/ selected<br />
bidder under this Contract shall be Indian Rupees (INR) only.<br />
iii. All remittance charges will be borne by the supplier/ selected bidder.<br />
iv. Advance payments will not be made.Any penalties and liquidated damages and/or<br />
penalties, as applicable, <strong>for</strong> delay and non-per<strong>for</strong>mance, as mentioned in this bidding<br />
document, will be deducted from the due payments<br />
v. Taxes (work contract tax, service tax, VAT, income tax, etc.), as applicable, will be<br />
deducted at source, from due payments, as per the prevalent rules and regulations.<br />
B. Special Conditions <strong>of</strong> the Bid<br />
6.36 Service Levels<br />
a. Service Level Requirements<br />
Service Level Agreements (hereinafter referred to as SLA) shall play an important role in<br />
defining the Quality <strong>of</strong> Services (QoS) <strong>for</strong> <strong>CCC</strong> that shall govern the level <strong>of</strong> service provided<br />
by the CCO. The SLA defined below provide <strong>for</strong> minimum level <strong>of</strong> services required as per<br />
contractual obligations based on per<strong>for</strong>mance indicators and measurements there<strong>of</strong>.<br />
The SLAs shall be tracked on a periodic basis and are envisaged to have penalty clauses on<br />
non-adherence to any <strong>of</strong> them. The CCO shall submit reports on all the SLA and KPI<br />
parameters to the Purchaser in aSirdance with the specified <strong>for</strong>mats and reporting periods<br />
and provide clarification, if required.<br />
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The present SLAs have been worked out on the basis <strong>of</strong> current expectation. SLA etween<br />
the Purchaser and CCO can be revised after the start <strong>of</strong> operations at <strong>CCC</strong> in view <strong>of</strong> the<br />
experience gained.<br />
b. Service Level Agreement Applicability<br />
A joint agreement and sign-<strong>of</strong>f on the precise definition and reporting mechanism <strong>for</strong> each<br />
SLA shall be done within 30 days from date <strong>of</strong> signing <strong>of</strong> contract.<br />
It must be noted that these SLA parameters are applicable only to In<strong>for</strong>mational and<br />
grievance service requests (applicable <strong>for</strong> both voice and email) which shall be made<br />
available in the first two year <strong>of</strong> operations. SLA parameters applicable on Transactional<br />
services shall be defined between CCO and the Purchaser as and when the Purchaser<br />
decides to make transactional services available at <strong>CCC</strong>. However, <strong>for</strong> the first three months<br />
from the date <strong>of</strong> go-live no penalty shall be imposed on the CCO <strong>for</strong> any SLA defaults<br />
mentioned in order to facilitate stabilization <strong>of</strong> operations. The experience gained during<br />
this period will be used to fine tune the SLAs, including parameters, targets and penalties, if<br />
required.<br />
c. Service level Agreement (SLA) Parameters<br />
The following are the indicative service level agreement (SLA) parameters (including<br />
targets, penalties etc.)’] while providing contact center services <strong>for</strong> <strong>CCC</strong> and the detailed<br />
SLA are provided in Annexure 20:<br />
List <strong>of</strong> SLAs<br />
a) System Uptime (Voice response available to customer)<br />
b) Average Speed to Answer (ASA)<br />
c) Average Call abandonment rate (unanswered calls by operators)<br />
d) Call Quality Score<br />
e) Customer satisfaction (voice to voice and IVRS)<br />
f) Average handle time (AHT)<br />
g) Email Turnaround Time<br />
h) IVRS updation time<br />
i) Content Updation<br />
j) Agent Placement<br />
SLA calculations shall not take into account downtimes which are attributable to reasons<br />
beyond the control <strong>of</strong> the CCO like SDC downtime.<br />
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d. SLA Change Control<br />
a) General<br />
It is acknowledged that SLAs may change as <strong>CCC</strong> system evolves over the course <strong>of</strong> the<br />
contract period. This document also defines the following management procedures:<br />
i. A process <strong>for</strong> negotiating changes to the SLA<br />
ii. An issue management process <strong>for</strong> documenting and resolving difficult issues.<br />
iii. RISL and CCO management escalation process to be used in the event that an<br />
issue is not being resolved in a timely manner by the lowest possible level <strong>of</strong><br />
management.<br />
Any changes to the levels <strong>of</strong> service provided during the term <strong>of</strong> this Agreement will be<br />
requested, documented and negotiated in good faith by both parties. Either party can<br />
request a change. Changes will be documented as an addendum to this SLA and<br />
subsequently, the Contract.<br />
If there is any confusion or conflict between this document and the Contract, the<br />
<strong>Tender</strong> and its addenda, the Contract will supersede.<br />
b) SLA Change Process<br />
The parties may amend this SLA by mutual agreement in accordance with terms <strong>of</strong> this<br />
contract. Changes can be processed by either party. The CCO can initiate an SLA review<br />
with PURCHASER. Normally, the <strong>for</strong>um <strong>for</strong> negotiating SLA changes will be<br />
Purchaser’s monthly meetings. Unresolved issues will be addressed using the issue<br />
management process.<br />
6.37 Change Requests/ Management and Contract Amendments<br />
a) The RISL may at any time order the supplier/ selected bidder through Notice in<br />
accordance with clause “Notices” above, to make changes within the general scope <strong>of</strong><br />
the Contract in any one or more <strong>of</strong> the following:<br />
i. Drawings, designs, or specifications, where goods to be furnished under the<br />
Contract are to be specifically manufactured <strong>for</strong> the Purchaser;<br />
ii. The method <strong>of</strong> shipment or packing;<br />
iii. The place <strong>of</strong> delivery;<br />
iv. Related services, esp. w.r.t. application functionalities to be provided by the<br />
supplier/ selected bidder. Additional hardware required to address such increased<br />
requirements will be procured by RISL after discussion with the CCO.<br />
b) Contract Monitoring Committee will take all decisions regarding requests <strong>for</strong><br />
changes after discussing with successful bidder.<br />
c) The change request/ management procedure will follow the following steps: -<br />
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• Identification and documentation <strong>of</strong> the need <strong>for</strong> the change - The in<strong>for</strong>mation<br />
related to initiator, initiation date and details <strong>of</strong> change required and priority<br />
<strong>of</strong> the change will be documented by RISL.<br />
• Analysis and evaluation <strong>of</strong> the Change Request - Impact <strong>of</strong> the change in terms<br />
<strong>of</strong> the estimated ef<strong>for</strong>t, changed schedule, cost and the items impacted will be<br />
analyzed and documented by the bidder.<br />
• Approval or disapproval <strong>of</strong> the change request –RISL will approve or<br />
disapprove the change requested including the additional payments <strong>for</strong><br />
s<strong>of</strong>tware development (customization <strong>of</strong> the applications as per requirement).<br />
For 6.37 (a) above, ef<strong>for</strong>t estimation shall be done. The Terms & Conditions<br />
and cost to be paid <strong>for</strong> the resources shall be as per UIDAI empanelment <strong>of</strong><br />
S<strong>of</strong>tware Solution Providers (Tier-III). The UIDAI empanelment rates are<br />
available<br />
at<br />
http://uidai.gov.in/images/FrontPageUpdates/final_empanelment_list_30<br />
_may_2011.<strong>pdf</strong>. RISL may ask the CCO to deploy s<strong>of</strong>tware development<br />
resources in Jaipur to address specific requirements.<br />
• Implementation <strong>of</strong> the change – The change will be implemented in<br />
accordance to the agreed cost, ef<strong>for</strong>t, and schedule by the bidder.<br />
• Verification <strong>of</strong> the change - The change will be verified by RISL on<br />
implementation <strong>of</strong> the change request.<br />
• All changes outside the scope <strong>of</strong> supplies agreed to herein which may have<br />
likely financial implications in terms <strong>of</strong> the overall cost/ time <strong>of</strong> the project<br />
shall be undertaken by bidder only after securing the express consent <strong>of</strong> RISL.<br />
In the event that the consent <strong>of</strong> RISL is not received then the change will not<br />
be carried out.<br />
d) Prices to be charged by the supplier/ selected bidder <strong>for</strong> any related services that<br />
might be needed but which were not included in the Contract shall be agreed upon in<br />
advance by the parties and shall not exceed the prevailing rates charged to other<br />
parties by the supplier/ selected bidder <strong>for</strong> similar services.<br />
e) If any such change outside the scope <strong>of</strong> supplies agreed to herein causes an increase<br />
or decrease in cost <strong>of</strong>, or the time required <strong>for</strong>, firm’s per<strong>for</strong>mance <strong>of</strong> any provisions<br />
under the Contract, equitable adjustments shall be made in the Contract Price or<br />
Delivery Schedule, or both, and the Contract shall accordingly be amended. Any<br />
claims by the supplier/ selected bidder <strong>for</strong> adjustment under this clause must be<br />
asserted within thirty (30) days from the date <strong>of</strong> the supplier’s/ selected bidder’s<br />
receipt <strong>of</strong> the Purchaser’s change order.<br />
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6.38 Exit Management<br />
a) Preamble<br />
i. The word ‘parties’ include the tendering authority and the bidder.<br />
ii. This Schedule sets out the provisions, which will apply on expiry or termination<br />
<strong>of</strong> the Project Implementation and Operations and Management <strong>of</strong> SLA.<br />
iii. In the case <strong>of</strong> termination <strong>of</strong> the Project Implementation and/ or Operation and<br />
Management SLA due to illegality, the Parties shall agree at that time whether,<br />
and if so during what period, the provisions <strong>of</strong> this Schedule shall apply.<br />
iv. The Parties shall ensure that their respective associated entities carry out their<br />
respective obligations set out in this Exit Management Schedule.<br />
b) Transfer <strong>of</strong> Assets<br />
i. The bidder will transfer all the hardware and s<strong>of</strong>tware installed at the State<br />
Data Centre (including licenses) under the name <strong>of</strong> the RISL upon receipt <strong>of</strong><br />
70% payment against capital expenditure as detailed under Para 6.35 (S. No. 1<br />
in payments table)<br />
ii. The bidder may continue work on the assets <strong>for</strong> the duration <strong>of</strong> the contract and<br />
exit management period which may be a six months period from the date <strong>of</strong><br />
expiry or termination <strong>of</strong> the agreement, if required by RISL to do so. During this<br />
period the bidder will transfer all the assets in good working condition and as<br />
per the specifications <strong>of</strong> the bid document including the ones being upgraded to<br />
the department/ designated agency. The security deposit/ per<strong>for</strong>mance security<br />
submitted by bidder will only be returned after the successful transfer <strong>of</strong> the<br />
entire project including its infrastructure.<br />
iii. RISL during the operation and management phase shall be entitled to serve<br />
notice in writing to the bidder to provide RISL or its nominated agencies with a<br />
complete and up-to-date list <strong>of</strong> the assets within 30 days <strong>of</strong> such notice<br />
iv. Upon service <strong>of</strong> a notice, as mentioned above, the following provisions shall apply:<br />
• In the event, if the assets to be transferred to RISL mortgaged to any<br />
financial institutions by the bidder, the bidder shall ensure that all such<br />
liens and liabilities have been cleared beyond any doubt, prior to such<br />
transfer. All documents regarding the discharge <strong>of</strong> such lien and liabilities<br />
shall be furnished to RISL or its nominated agencies.<br />
• All expenses occurred during transfer <strong>of</strong> assets shall be borne by the bidder.<br />
• That on the expiry <strong>of</strong> this clause, the bidder and any individual assigned <strong>for</strong><br />
the per<strong>for</strong>mance <strong>of</strong> the services under this clause shall handover or cause to<br />
be handed over all confidential in<strong>for</strong>mation and all other related material in<br />
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its possession, including the entire established infrastructure supplied by<br />
bidder to RISL.<br />
• That the products and technology delivered to RISL during the contract term<br />
or on expiry <strong>of</strong> the contract duration should not be sold or re-used or copied<br />
or transferred by bidder to other locations apart from the locations<br />
mentioned in the this bid document without prior written notice and<br />
approval <strong>of</strong> RISL. Supplied hardware, s<strong>of</strong>tware & documents etc., used by<br />
bidder <strong>for</strong> RISL shall be the legal properties <strong>of</strong> RISL.<br />
c) Cooperation and Provision <strong>of</strong> In<strong>for</strong>mation<br />
i. During the exit management period<br />
• The bidder will allow RISL or its nominated agencies access to the<br />
in<strong>for</strong>mation reasonably required to define the current mode <strong>of</strong> operation<br />
associated with the provision <strong>of</strong> the services to enable RISL or its nominated<br />
agencies to assess the existing services being delivered.<br />
• The bidder shall provide access to copies <strong>of</strong> all in<strong>for</strong>mation held or controlled<br />
by them which they have prepared or maintained in aSirdance with the Project<br />
Implementation, the Operation and Management SLA and SOWs relating to<br />
any material aspect <strong>of</strong> the services provided by the bidder. RISL or its<br />
nominated agencies shall be entitled to copy all such in<strong>for</strong>mation comprising<br />
<strong>of</strong> details pertaining to the services rendered and other per<strong>for</strong>mance data.<br />
The bidder shall permit RISL or its nominated agencies and/ or any<br />
Replacement Operator to have reasonable access to its employees and<br />
facilities as reasonably required by RISL or its nominated agencies to<br />
understand the methods <strong>of</strong> delivery <strong>of</strong> the services employed by the bidder<br />
and to assist appropriate knowledge transfer.<br />
d) Confidential In<strong>for</strong>mation, Security and Data<br />
i. The bidder will promptly on the commencement <strong>of</strong> the exit management period<br />
supply to RISL or its nominated agencies the following:<br />
• Documentation relating to Intellectual Property Rights;<br />
• Project related data and confidential in<strong>for</strong>mation;<br />
• All current and updated data as is reasonably required <strong>for</strong> purposes <strong>of</strong> RISL<br />
or its nominated agencies transitioning the services to its replacement bidder<br />
in a readily available <strong>for</strong>mat nominated by RISL or its nominated agencies;<br />
and<br />
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ii.<br />
iii.<br />
• All other in<strong>for</strong>mation (including but not limited to documents, records and<br />
agreements) relating to the services reasonably necessary to enable RISL or its<br />
nominated agencies, or its replacement operator to carry out due diligence in<br />
order to transition the provision <strong>of</strong> the services to RISL or its nominated<br />
agencies, or its replacement operator (as the case may be).<br />
• Be<strong>for</strong>e the expiry <strong>of</strong> the exit management period, the bidder shall deliver to<br />
RISL or its nominated agencies all new or up-dated materials from the<br />
categories set out above and shall not retain any copies there<strong>of</strong>, except that<br />
the bidder shall be permitted to retain one copy <strong>of</strong> such materials <strong>for</strong> archival<br />
purposes only.<br />
• Transfer <strong>of</strong> certain agreements<br />
On request by <strong>Tender</strong>ing Authority or its nominated agencies, the bidder shall<br />
effect such assignments, transfers, innovations, licenses and sub-licenses as<br />
<strong>Tender</strong>ing authority or its nominated agencies may require in favour <strong>of</strong> tendering<br />
authority or its nominated agencies, or its Replacement Operator in relation to any<br />
equipment lease, maintenance or service provision agreement between bidder and<br />
third party leasers, operators, or Operator, and which are related to the services and<br />
reasonably necessary <strong>for</strong> carrying out <strong>of</strong> the replacement services by RISL or its<br />
nominated agencies, or its replacement Operator.<br />
Right <strong>of</strong> Access to Premises: At any time during the exit management period and <strong>for</strong><br />
such period <strong>of</strong> time following termination or expiry <strong>of</strong> the SLA, where assets are<br />
located at the bidder’s premises, the bidder will be obliged to give reasonable rights<br />
<strong>of</strong> access to (or, in the case <strong>of</strong> assets located on a third party's premises, procure<br />
reasonable rights <strong>of</strong> access to RISL or its nominated agencies, and/ or any<br />
replacement operator in order to inventory the assets.<br />
e) General Obligations <strong>of</strong> the bidder<br />
i. The bidder shall provide all such in<strong>for</strong>mation as may reasonably be necessary to<br />
effect as seamless during handover as practicable in the circumstances to RISL or its<br />
nominated agencies or its replacement operator and which the operator has in its<br />
possession or control at any time during the exit management period.<br />
ii. The bidder shall commit adequate resources to comply with its obligations under<br />
this Exit Management Clause.<br />
f) Exit Management Plan<br />
i. The bidder shall provide RISL or its nominated agencies with a recommended exit<br />
management plan ("Exit Management Plan") which shall deal with at least the<br />
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following aspects <strong>of</strong> exit management in relation to the SLA as a whole and in<br />
relation to the Project Implementation, the Operation and Management SLA and<br />
SOWs.The Exit Management Plan must include, but not be limited to:<br />
• Address all legal regulations and requirements<br />
• Listing/obtaining <strong>of</strong> <strong>of</strong>fice space, furniture, equipment, telephone and data<br />
lines<br />
• Installation <strong>of</strong> any furniture, equipment, telephone and data lines<br />
• System Security and Security aspects related to a safe environment <strong>for</strong> staff<br />
and customers<br />
• Transfer and organization <strong>of</strong> documentation<br />
• Transfer <strong>of</strong> electronic data<br />
• Coordination <strong>of</strong> enabling or disabling <strong>of</strong> logon IDs<br />
• Establishing or terminating contracts <strong>for</strong> other services<br />
• Implementation <strong>of</strong> standard operating procedures, generally accepted<br />
accounting procedures, generally accepted audit standards, and security over<br />
the computer system<br />
• Training <strong>of</strong> staff<br />
• Risk analyses and their proposed solution(s), and their assessment <strong>for</strong> the<br />
transition<br />
• Transfer <strong>of</strong> services including cutover dates<br />
• The End-To-End Per<strong>for</strong>mance Testing Period<br />
• Staffing<br />
• Hardware and/or S<strong>of</strong>tware Tools<br />
• Hardware and S<strong>of</strong>tware plat<strong>for</strong>ms utilized<br />
ii. A detailed program <strong>of</strong> the transfer process that could be used in conjunction with a<br />
replacement operator including details <strong>of</strong> the means to be used to ensure continuing<br />
provision <strong>of</strong> the services throughout the transfer process or until the cessation <strong>of</strong><br />
the services and <strong>of</strong> the management structure to be used during the transfer; and<br />
iii. Plans <strong>for</strong> the communication with such <strong>of</strong> the bidder's, staff, suppliers, customers<br />
and any related third party as are necessary to avoid any material detrimental<br />
impact on RISL operations as a result <strong>of</strong> undertaking the transfer; and<br />
iv. If applicable, proposed arrangements and Plans <strong>for</strong> provision <strong>of</strong> contingent support<br />
in terms <strong>of</strong> business continuance and hand holding during the transition period, to<br />
RISL or its nominated agencies, and Replacement Operator <strong>for</strong> a reasonable period,<br />
so that the services provided continue and do not come to a halt.<br />
v. The Bidder shall re-draft the Exit Management Plan annually after signing <strong>of</strong><br />
contract to ensure that it is kept relevant and up to date.<br />
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vi. Each Exit Management Plan shall be presented by the bidder to and approved by<br />
RISL or its nominated agencies.<br />
vii. In the event <strong>of</strong> termination or expiry <strong>of</strong> SLA, Project Implementation, Operation<br />
and Management SLA or SOWs each party shall comply with the Exit Management<br />
Plan.<br />
viii. During the exit management period, the bidder shall use its best ef<strong>for</strong>ts to deliver<br />
the services.<br />
ix. Payments during the Exit Management period shall be made in aSirdance with the<br />
Terms <strong>of</strong> Payment Clause.<br />
x. It shall be the responsibility <strong>of</strong> the bidder to support new operator during the<br />
transition period.<br />
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ANNEXURE-1: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FOR<br />
ELIIBILITY EXPERIENCE<br />
Project Name:<br />
Country:<br />
Value <strong>of</strong> Contract/Work Order (In INR):<br />
Project Duration:<br />
Location within country:<br />
Name <strong>of</strong> Customer:<br />
Contact person with address, phone, fax<br />
and e-mail:<br />
Total No. <strong>of</strong> staff-months <strong>of</strong> the assignment:<br />
Approx. value <strong>of</strong> the services provided by your<br />
company under the contract (in INR):<br />
Start date (month/year):<br />
Completion date (month/year):<br />
Name <strong>of</strong> associated Bidders, if any:<br />
Narrative description <strong>of</strong> Project:<br />
List <strong>of</strong> Services provided by your firm/company<br />
Please attach a copy <strong>of</strong> the work order/ completion certificate/ purchase order/ letter from the customer <strong>for</strong> each<br />
project reference<br />
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ANNEXURE-2: LIST OF SERVICES<br />
S.<br />
No.<br />
Department S.<br />
No.<br />
Service<br />
1. Labour<br />
Department<br />
1.1 Functioning <strong>of</strong> Department (Areas)<br />
1.2 Registration and issuance <strong>of</strong> licenses under shops<br />
and commercial establishment<br />
1.3 Building and other constructions, Workers Act<br />
• Who is a construction worker<br />
• How he can get himself registered<br />
• What are welfare schemes<br />
1.4 Contact details <strong>of</strong> functionaries <strong>of</strong> the department<br />
2. Rural<br />
Development<br />
2.1 Registration <strong>of</strong> household – Job Card<br />
• New Job Card<br />
• Duplicate copy <strong>of</strong> Job Card<br />
• Modification in existing Job Card<br />
2.2 Demand <strong>for</strong> work<br />
• Application <strong>for</strong> work<br />
• Duration & Timings <strong>for</strong> work<br />
• Proposed Work list<br />
2.3 Payment against work application<br />
• Payment <strong>of</strong> wages<br />
• Unemployment allowance<br />
2.4 In<strong>for</strong>mation on latest circular/notification<br />
3. Tourism 3.1 Location & contact details <strong>of</strong> State / District Tourist<br />
<strong>of</strong>fices & help lines<br />
3.2 In<strong>for</strong>mation on available tourism locations &<br />
options<br />
3.3 In<strong>for</strong>mation on tourism packages & schemes alongwith<br />
contact details <strong>of</strong> the concerned agency / nodal<br />
<strong>of</strong>ficer<br />
3.4 List <strong>of</strong> local police stations / hospitals / bus stations<br />
/ railway stations / airports / taxi stands / hotels<br />
along with contact details<br />
4. Medical Health 4.1 Directory <strong>of</strong> Specialists and Super Specialists with<br />
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S.<br />
No.<br />
Department S.<br />
No.<br />
Service<br />
&<br />
Education<br />
Medical<br />
Contact Details<br />
4.2 Schedule and Timing details <strong>for</strong> consultancy OPD<br />
hours and OT days<br />
4.3 Investigation results – Automation going on in SMS<br />
Hospital<br />
4.4 Investigation & treatment facilities available with<br />
MRS Rates<br />
4.5 Details regarding schemes available on websites –<br />
Medical Health & NRHM<br />
4.6 RUHS – <strong>Rajasthan</strong> University <strong>of</strong> Health Sciences –<br />
admission, results, counselling<br />
5. Technical<br />
Education<br />
5.1 Name <strong>of</strong> institutes (government/private)<br />
5.2 Admission procedures <strong>of</strong> institutes<br />
5.3 Procedure <strong>of</strong> opening new institutes<br />
5.4 Different GoI schemes which are being implemented<br />
by the state<br />
5.5 Administrative structure<br />
5.6 Results<br />
5.7 Examinations<br />
6. Transport 6.1 License<br />
6.2 Vehicle Registration<br />
6.3 En<strong>for</strong>cement (Challan)<br />
6.4 International Driving Permit<br />
6.5 Taxes<br />
7. Employment 7.1 Registration <strong>for</strong> employment<br />
7.2 Renewal <strong>of</strong> registration<br />
7.3 Modification <strong>of</strong> details regarding<br />
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S.<br />
No.<br />
Department S.<br />
No.<br />
Service<br />
Qualification/Experience/Address<br />
8. Commercial<br />
Taxes<br />
8.1 TIN No.<br />
• What is the Process<br />
• Which Documents are required<br />
• Which <strong>for</strong>ms are needed<br />
• Where to Apply<br />
• How much time will the process take<br />
• How much is the fees<br />
8.2 Tax Rate on Different Commodities<br />
9. Industries 9.1 EM I / II<br />
• In<strong>for</strong>mation on Tax Rate on Different<br />
Commodities<br />
8.3 Forms<br />
• Which <strong>for</strong>m is required <strong>for</strong> a specific purpose?<br />
• What are the supporting documents required?<br />
8.4 Acts / Rules / Regulations<br />
• Amendments and Changes<br />
• What is the Process<br />
• Which Documents are required<br />
• Other Formalities<br />
9.2 Incentive Schemes<br />
• Which <strong>for</strong>ms are required<br />
• Who is responsible <strong>for</strong> implementation<br />
9.3 Lands/Plot related in<strong>for</strong>mation<br />
• Availability <strong>of</strong> RIICO land<br />
• Rate <strong>of</strong> Land<br />
• Land Bank Position<br />
• New areas <strong>of</strong> Development<br />
• Size <strong>of</strong> Plots<br />
• Subsidies available <strong>for</strong> Land<br />
• Procedure <strong>for</strong> RFC Loan<br />
9.4 Welfare Schemes<br />
10. Food and Civil<br />
Supplies<br />
• Forms, Eligibility etc.<br />
10.1 Ration Card<br />
• In<strong>for</strong>mation on types <strong>of</strong> Ration Card (APL, BPL,<br />
Antodyay)<br />
• Issuance <strong>of</strong> New / Duplicate Ration Card<br />
• Addition / Deletion / Modification in a Ration<br />
Card<br />
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S.<br />
No.<br />
Department S.<br />
No.<br />
Service<br />
11. Women and<br />
• Surrender <strong>of</strong> Ration Card<br />
• Eligibility details <strong>for</strong> each type <strong>of</strong> Ration Card<br />
• Details on availing the Ration card services<br />
including dates, preparation <strong>of</strong> rolls, application<br />
details<br />
• Location & contact details <strong>of</strong> department / agency<br />
/ nodal <strong>of</strong>ficers <strong>for</strong> availing the services<br />
• Details (location & contact) <strong>of</strong> Food grain shops<br />
and counters in the vicinity<br />
10.2 Gas Agencies<br />
• How to Apply <strong>for</strong> a New Connection<br />
• Formalities related to New Connection<br />
• Nearest Agency where to apply<br />
• Booking Process <strong>for</strong> Gas Cylinder<br />
10.3 Consumer Affairs<br />
• Consumer Court in Vicinity / as per amount <strong>of</strong><br />
claim<br />
• Procedure <strong>for</strong> filing application in Consumer<br />
Court<br />
• Mobile Lab Assistance<br />
11.1 In<strong>for</strong>mation <strong>of</strong> various Schemes<br />
Child<br />
Development<br />
• Criteria<br />
• Benefit<br />
• Contact Details<br />
• Procedures<br />
• Service level<br />
• Status level<br />
• Beneficiaries<br />
• Grievance<br />
12. PHED 12.1 In<strong>for</strong>mation regarding Schemes on<br />
• Hand-pump<br />
• Pump & Tank scheme<br />
• Piped Scheme<br />
13. ESI 13.1 List <strong>of</strong> ESI Hospitals and Dispensaries<br />
• Location details<br />
• Contact Details<br />
• Timings<br />
13.2 List <strong>of</strong> Tie up Hospitals in ESI scheme<br />
• Location Details<br />
• Contact Details<br />
• Specialty <strong>for</strong> which enlisted<br />
13.3 Procedure <strong>for</strong> referral Queries <strong>for</strong> secondary and<br />
tertiary care centre<br />
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S.<br />
No.<br />
Department S.<br />
No.<br />
Service<br />
13.4 List <strong>of</strong> super specialty diseases and critical illness <strong>for</strong><br />
free cash less transactions in hospitals<br />
14. Election 14.1 In<strong>for</strong>mation on Election dates, result dates, etc<br />
14.2 In<strong>for</strong>mation on inclusion / update in the electoral<br />
list<br />
14.3 In<strong>for</strong>mation on Electoral <strong>of</strong>fices<br />
15. Urban<br />
Development<br />
15.1 Approval <strong>for</strong> building plans<br />
15.2 Application <strong>for</strong> water tap connection<br />
15.3 Issue <strong>of</strong> NOC <strong>for</strong> change <strong>of</strong> land use<br />
15.4 Approval <strong>for</strong> layout plans<br />
15.5 In<strong>for</strong>mation regarding constructions <strong>of</strong> roads /<br />
drains / street lights<br />
16. Home (Police) 16.1 Location details <strong>of</strong> nearest Police station<br />
16.2 Procedure <strong>for</strong> applying <strong>for</strong> NOC <strong>for</strong> shifting vehicle<br />
from <strong>Rajasthan</strong> to other states<br />
16.3 Application procedure <strong>for</strong> Police Clearance<br />
Certificate<br />
16.4 In<strong>for</strong>mation regarding Awareness Programs<br />
regarding Drunken driving, Terrorism, security<br />
measures, etc<br />
16.5 In<strong>for</strong>mation regarding emergency numbers<br />
16.6 Application procedure <strong>for</strong> Arms License<br />
16.7 Renewal <strong>of</strong> Arms license<br />
16.8 In<strong>for</strong>mation regarding verification <strong>of</strong> domestic help,<br />
tenants, job seekers, etc<br />
17. Registrations &<br />
stamps<br />
17.1 Procedure <strong>of</strong> application <strong>for</strong> Encumbrance<br />
Certificate<br />
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S.<br />
No.<br />
Department S.<br />
No.<br />
Service<br />
17.2 Procedure <strong>for</strong> registration <strong>of</strong> documents <strong>for</strong> both<br />
movable and immovable properties<br />
17.3 In<strong>for</strong>mation regarding point <strong>of</strong> sale <strong>of</strong> stamp papers<br />
17.4 In<strong>for</strong>mation regarding market valuation <strong>of</strong><br />
properties and applicable stamp duty<br />
18. Agriculture 18.1 Commodity/ mandi Marketing In<strong>for</strong>mation<br />
18.2 Daily prices <strong>of</strong> fruits and vegetables<br />
18.3 Weather <strong>for</strong>ecasting at the district level <strong>for</strong> short<br />
term and medium term<br />
18.4 Availability <strong>of</strong> Seeds<br />
19. Industries 19.1 Registration / License procedure<br />
19.2 Procedure <strong>for</strong> Provisional Registration <strong>for</strong> small<br />
scale Industries<br />
19.3 Permanent Registration Certificate<br />
19.4 Application procedure <strong>of</strong> IL(Industrial License) <strong>for</strong><br />
Licensed Items<br />
20. Collectorate 20.1 Caste Certificate<br />
20.2 Income Certificate<br />
20.3 Local Resident (Domicile) Certificate<br />
20.5 No Objection Certificate - Nazul<br />
20.5 Process to obtain Nakal <strong>of</strong> a document<br />
*Bidders to note that the above mentioned services are not exhaustive in nature and<br />
are only meant as an indicative list. Purchaser may at its sole discretion either<br />
increase or decrease the range <strong>of</strong> services <strong>of</strong>fered through the call center.<br />
In the first two year <strong>of</strong> operations, <strong>CCC</strong> shall provide only in<strong>for</strong>mational and grievance services.<br />
The scope and time plan <strong>for</strong> enablement and implementation <strong>of</strong> transactional services shall be<br />
decided by the State at a later stage.<br />
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ANNEXURE-3: BILL OF MATERIAL (BoM)<br />
Hardware<br />
Equipments Qty Specifications MAF Required<br />
(Yes/ No)<br />
ACD- IVRS- Recording<br />
server<br />
1+1<br />
As below<br />
CTI Integration server 1 As below Yes<br />
S<strong>of</strong>tware<br />
CRM 50* As per FRS in Annexure 5 Yes<br />
CTI and ACD 1 As per FRS in Annexure 5 Yes<br />
Recording solution 1 As per FRS in Annexure 5 Yes<br />
IVRS solution 1 As per FRS in Annexure 5 Yes<br />
Back up- storage manager 1 As per NFRS in Annexure 5 No<br />
EMS- Client server 1 As per NFRS in Annexure 5 No<br />
Antivirus-Client server 1 As per NFRS in Annexure 5 No<br />
* For CRM, licenses will be procured in sets <strong>of</strong> 50. Currently, only 50 licenses will be<br />
proposed and based on requirements during the O&M period, additional licenses will be<br />
procured.<br />
Yes<br />
Minimum Specifications <strong>for</strong> CTI- IVRS- ACD- Recording Servers<br />
Description<br />
Components<br />
Processor/<br />
CPU<br />
Chipset<br />
RAM / Main<br />
Memory<br />
Specifications<br />
Min. 2 x Intel Xeon E7 2803 (Six Core) 1.73 GHz processors with 18MB<br />
cache, 64bit technology or higher<br />
Intel 7500 Chipset or better<br />
Minimum 128GB <strong>of</strong> PC3 10600 Registered ECC DDR 3 RAM<br />
upgradeable upto 256GB<br />
Hard<br />
capacity<br />
type<br />
RAID<br />
Disk<br />
&<br />
Min. 3 x 200 GB SFF Enterprise class SSD<br />
Compatible RAID Controller with 512 MB Cache <strong>for</strong> SSD and to be<br />
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Controller configured with RAID 5<br />
Network<br />
Interface<br />
Ports<br />
Graphics<br />
SAN<br />
Connectivity<br />
& HBA<br />
Minimum 2 x Gigabit Full-Duplex Ethernet ports W/TCP IP <strong>of</strong>fload<br />
Engine & Wake On LAN feature<br />
Ports <strong>for</strong> Keyboard & Mouse, Min. 2 USB Ports, 1 Remote Management<br />
Port<br />
Integrated standard graphics controller<br />
2 x 8 Gbps FC HBA PCI-X/PCI-e based required to configure redundant<br />
SAN adapters.<br />
Form Factor Rack Mountable (note more than 4U)<br />
Free Slots<br />
Removable<br />
Drive<br />
Operating<br />
System<br />
Min. 2 Free 64 bit PCI-Express Slots (after populating all the cards)<br />
Internal IDE/ SCSI DVD-ROM Drive<br />
64-bit Micros<strong>of</strong>t® Windows Server 2012 Enterprise Edition / Red Hat®<br />
Enterprise Linux 6.3 licenses with update, patches, OEM support pack<br />
valid <strong>for</strong> project period<br />
Power supply Redundant Hot-Swappable Voltage-sensing power supplies and<br />
Variable-speed Fans<br />
Certification<br />
Server<br />
Management<br />
OEM ISO 9001 Manufacturer, UL, FCC, RoHS and should be certified on<br />
the supplied OS Version<br />
Dedicated Hardware Controller based Management along with OEM<br />
Server management s<strong>of</strong>tware<br />
Specifications <strong>for</strong> Back Up, EMS and Antivirus S<strong>of</strong>twares<br />
Description<br />
S<strong>of</strong>tware Name<br />
EMS-Client server<br />
Back Up- Storage<br />
Manager<br />
Specifications<br />
CA Willy- 9.2.6.0/CA ITCM - r12.5.0.0<br />
IBM Tivoli storage manager- client <strong>for</strong> server 5.5<br />
Antivirus-<br />
server<br />
Client<br />
Symntec endpoint protection client <strong>for</strong> server 11.2<br />
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ANNEXURE 4: INFORMATION ON RAJASTHAN STATE DATA CENTRE<br />
The State Data Center (SDC) has been identified as one the core infrastructural elements <strong>for</strong><br />
supporting e-Governance initiatives under the National e-Governance Plan (NeGP). It will<br />
enable the State to consolidate services, applications and infrastructure to ensure secure and<br />
efficient 24X7 electronic delivery <strong>of</strong> G2G, G2C and G2B services.<br />
The SDC has been envisioned as a managed infrastructure providing features such as disaster<br />
recovery, remote management and service integration in a stable and predictable physical<br />
environment. It will provide many advantages such as:<br />
• Acting as a secure centralized repository <strong>of</strong> State related data and applications<br />
• Enablement <strong>of</strong> 24X7 Online Delivery <strong>of</strong> <strong>Government</strong> Services through in<strong>for</strong>mation and<br />
citizen service portals<br />
• Better operational & management control on state applications and data<br />
• Minimization <strong>of</strong> overall cost <strong>of</strong> data management, IT resource management and<br />
deployment <strong>of</strong> services<br />
• Making available "IT infrastructure on demand" to various state departments and<br />
agencies<br />
For <strong>CCC</strong> it has been envisaged that the State Data Centre shall be utilized <strong>for</strong> co-locating the<br />
server side hard and s<strong>of</strong>t infrastructure. The following items are available at the <strong>Rajasthan</strong><br />
State Data Centre <strong>for</strong> use under the project:<br />
S No Item<br />
Description<br />
Servers<br />
Shared/Ded Type/ Specification<br />
icated<br />
1 Web Servers Virtual<br />
Dedicated<br />
1+1 HP DL58o G7, (4 x hex core) available in DMZ zone<br />
with 32 GB dedicated Ram, including OS<br />
Linux/windows<br />
2 Application Virtual 1+1 HP DL58o G7, (4 x hex core) available in MZ zone<br />
Dedicated with 32 GB dedicated RAM including OS<br />
Linux/windows<br />
3 Database Shared 1+1 HP DL58o G7, (4x Score) available in MZ zone with<br />
Postgre SQL server version 9<br />
4 SMS Server / Shared<br />
Payment<br />
Red Chilly on windows / As provided by GoI / MSDG<br />
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S No Item<br />
Shared/Ded Type/ Specification<br />
Description icated<br />
5 Authentication<br />
Server<br />
Shared DC,ADC ON WINDOWS 2008 R2, client license shall<br />
be provided by RSDC<br />
6 Audit Log Server Shared Centralized syslog server on RHE15<br />
7 Mailing Server Shared Open Source / SMTP Gateway<br />
8 Helpdesk Server Shared CA Service Desk R12.5<br />
Storage<br />
9 SAN Storage Shared IBM SAN & HP SPAR<br />
10 Tape Library Shared IBM<br />
Network<br />
11 Core Switch Shared CISCO 6513<br />
12 Application<br />
Access Switch<br />
Shared<br />
13 Network Load Shared<br />
balancer<br />
14 Bandwidth to be Dedicated<br />
provide by RSDC<br />
CISCO 375o<br />
Link Pro<strong>of</strong> & array<br />
4X2 Mbps<br />
The RISL shall bear the cost <strong>of</strong> FMS/O&M charges on the hardware/s<strong>of</strong>tware installed in the<br />
<strong>Rajasthan</strong> State Data Center.<br />
Additional in<strong>for</strong>mation on the <strong>Rajasthan</strong> State Data Centre is available at <strong>DOIT</strong>&C, <strong>Rajasthan</strong><br />
Site (http://doitctest1.rajasthan.gov.in). Some useful links are as follows:<br />
• http://doitctest1.rajasthan.gov.in/_layouts/Doitc/User/ContentPage.aspx?LangID=En<br />
glish&PId=57<br />
• http://doitctest1.rajasthan.gov.in/_layouts/Doitc/User/Policies.aspx?LangID=English<br />
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ANNEXURE-5: FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS<br />
A list <strong>of</strong> Functional Requirements and deliverables envisaged by Purchaser is given below and<br />
the bidder must send the compliance to these requirements. These requirements shall be seen<br />
in respect <strong>of</strong> the Project Pr<strong>of</strong>ile (Section 2.0) and Scope <strong>of</strong> Work (Section 4.0). It is envisaged<br />
that COTS s<strong>of</strong>tware will purchased by the CCO and customized as per the requirements <strong>of</strong> the<br />
RISL. The COTS s<strong>of</strong>tware should be amongst the following applications only:<br />
For <strong>CCC</strong> infrastructure (IVRS and ACD), the following have been named by Gartner as the<br />
market / quadrant leaders: Avaya, Cisco, Genesys, Aspect and Interactive Intelligence<br />
For CRM applications, the following have been named as market leaders:<br />
Gartner<br />
Oracle Siebel CRM<br />
Rightnow<br />
Sales<strong>for</strong>ce<br />
Micros<strong>of</strong>t Dynamics<br />
Pegasystems<br />
Forrester<br />
Oracle Siebel CRM<br />
Sales<strong>for</strong>ce<br />
SAP CRM<br />
Micros<strong>of</strong>t Dynamics<br />
Functional Requirements<br />
a) Customer Relationship Management-<br />
S. No. Functional Requirements –CRM(Customer Relationship Management)<br />
1. It should be integrated with IVR, ACD, other existing applications like e-sugam (as<br />
and when required), portal (provided by CCO to be accessed by department users),<br />
email server, SMS server to provide 360 degree view <strong>of</strong> caller.<br />
2. It should be Rules-based – allowing the application to be modified to meet the<br />
changing needs.<br />
3. It should be secured with single sign-on facility. The application should be<br />
configured to allow agents to login into all applications (currently only e-sugam)<br />
automatically without re-entering username/password into these applications.<br />
4. It should provide a 360 Degree view <strong>of</strong> caller in<strong>for</strong>mation to make <strong>CCC</strong> user more<br />
in<strong>for</strong>mative about caller /caller including call routing, service request status, caller<br />
contact in<strong>for</strong>mation.<br />
5. It should allow agent to capture the basic in<strong>for</strong>mation <strong>for</strong> in<strong>for</strong>mational services<br />
including but not limited to:-<br />
a) Name<br />
b) Sex<br />
c) Phone/mobile number<br />
d) Address<br />
e) Reason <strong>for</strong> contact<br />
f) Query details<br />
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S. No. Functional Requirements –CRM(Customer Relationship Management)<br />
g) Date<br />
h) Department Name<br />
i) Assigned to<br />
6. It should be integrated with <strong>CCC</strong> database which will store the caller's in<strong>for</strong>mation.<br />
7. CRM should support the content management containing scripts and FAQ's <strong>for</strong><br />
in<strong>for</strong>mational services. It should also provide a search facility to the agent to search<br />
query in the maintained FAQ's.<br />
8. CRM should provide access to update the FAQ's periodically.<br />
9. It should support to record all new queries asked by callers.<br />
10. Customer Relationship Management must generate a Unique Service request<br />
Number that shall be provided to the caller. This Unique Service request should be<br />
so designed to ensure its uniqueness across the complete solution.<br />
11. When a new query record is created, an e-mail/sms can be automatically sent to the<br />
caller confirming that a new case record has been created with a unique service<br />
request number, name <strong>of</strong> the caller and query name with query status.<br />
12. CRM should support SMS/email facility on the change in the status (open, pending,<br />
closed etc) <strong>of</strong> the query <strong>of</strong> the caller. A SMS should be send to the caller with the<br />
service request no, name <strong>of</strong> the caller, query name with query status.<br />
13. The Agent must have facility to mark calls as call back on a certain date & time etc<br />
with his specific remarks in detail in CRM. System should in<strong>for</strong>m the agent(who is<br />
free <strong>for</strong> follow-up) <strong>for</strong> call back on reminder date and time.<br />
14. It should allow the system to provide the status <strong>of</strong> the query to the caller through<br />
voice and/or SMS (in response to customer’s SMS)<br />
15. When new case (queries) records are created, they can be automatically assigned to<br />
the appropriate person using predefined assignment rules. When cases(queries) are<br />
assigned to someone, this person can be automatically notified <strong>of</strong> the case via e-<br />
mail.<br />
16. CRM should support workflow engine which will help in implementation <strong>of</strong> case<br />
management activities. Based on workflow, case records can be automatically<br />
assigned to a work queue (using predefined assignment rules)<br />
17. CRM should automatically notify via email about the escalated case to all <strong>of</strong> the<br />
people who comes under escalation rules.<br />
18. CRM should support the escalation rules applies <strong>for</strong> non-closure <strong>of</strong> query<br />
within a certain period <strong>of</strong> time<br />
19. It should support case escalation rules can be defined that will control the<br />
automatic escalation <strong>of</strong> a case when specified conditions are met<br />
20. It should support a configurable case "status" data field which is used to track the<br />
status <strong>of</strong> each case(e.g., new, escalated, on-hold, closed, etc)<br />
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S. No. Functional Requirements –CRM(Customer Relationship Management)<br />
21. CRM should support a case record which is created or updated, a history record (<strong>of</strong><br />
the change) is automatically created and associated with the case<br />
22. It should allow agent to close the call by changing the status <strong>of</strong> service request to<br />
"Closed". System should automatically send an email/SMS to caller and email to the<br />
concerned department about the closure <strong>of</strong> the query.<br />
23. When Agent makes the call to in<strong>for</strong>m caller about the query, all the caller details<br />
will be available on his screen like Caller name, service request no, status, query,<br />
date & time <strong>of</strong> query etc in CRM.<br />
24. It should allow search feature to search the query by its service request number,<br />
name <strong>of</strong> caller, mobile/phone number.<br />
25. CRM should support mass email/SMS facility that can be used to send out<br />
responses to many people encountering the same problem.<br />
26. It should support <strong>for</strong> "call back" option in the event <strong>of</strong> long call waiting.<br />
27. It should define automatic routing and escalation (routing to a supervisor) <strong>of</strong> a<br />
work item as a result <strong>of</strong> a trigger activating.<br />
28. It should have ability <strong>for</strong> screen customization to reflect agent preferences or<br />
specific service requirements. Agents should be able to select the categories they<br />
want on their personal screen(s) – such as task and service in<strong>for</strong>mation – as well as<br />
filters to be used – such as “show all service requests”, "overdue service request"<br />
“just open service requests,” and “just service requests submitted in the last 7 days.”<br />
29. It should support the document management which will send the documentation to<br />
the caller in the <strong>for</strong>m <strong>of</strong> existing <strong>Government</strong> documents, email, custom letters etc.<br />
30. CRM should support all the templates email, SMS, government <strong>for</strong>ms that are<br />
maintained in the document management system.<br />
31. It should support Alert mechanism. Whether the alerts are posted through an e-<br />
mail or SMS system, shown as a pop-up window or created and routed as a special<br />
work item.<br />
32. It should support the audit trail <strong>of</strong> the alerts that are triggered along the process.<br />
33. It should support integration <strong>of</strong> line <strong>of</strong> business applications with CRM application<br />
34. It should provide comprehensive tracking <strong>of</strong> caller interaction and agents activities.<br />
35. The application must be configured to support more than one active session <strong>for</strong> a<br />
call center user so as to support more than one concurrent caller at a given time<br />
during escalation.<br />
36. It should support the work<strong>for</strong>ce management. It should be able to <strong>for</strong>ecast the<br />
volumes <strong>of</strong> staff requirements by using such service standards as the grade <strong>of</strong><br />
service, average waiting times and the average time needed to handle each customer<br />
contact, including wrap activities.<br />
37. System should have an authentication mechanism be<strong>for</strong>e grievance status details<br />
are shared with the caller.<br />
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S. No. Functional Requirements –CRM(Customer Relationship Management)<br />
38. Unique user id and password should be provided to the designated <strong>of</strong>ficers <strong>of</strong><br />
Purchaser.<br />
39. Content management should be integrated with CRM and maintain call centre<br />
procedures.<br />
40. CRM system should support auxiliary codes to enable call centre agents to indicate<br />
their current mode <strong>of</strong> operation (i.e. Available/Unavailable/Wrapping Up/At<br />
Lunch, etc…) and the same must be reflected in the reporting tool.<br />
41. Agent should be able to access the e-sugam via same desktop from which it is<br />
logging call <strong>for</strong> in<strong>for</strong>mational services.<br />
42. All logged tickets/ calls should follow the escalation mechanism defined in the<br />
standard operating procedure<br />
43. System databases will be used to manage caller account and other in<strong>for</strong>mation,<br />
which will be used to collect, track, and report caller service requests and service<br />
delivery.<br />
b) Computer Telephony Integration and Automatic Call Distributor<br />
Computer Telephony Integration<br />
S. No. Functional Requirements –CTI(Computer Telephony Integration)<br />
1. It should be able to link ACD, IVR, call recording etc. to in<strong>for</strong>mation held on a CRM<br />
database about the inbound caller.<br />
2. It should be able to support the following in<strong>for</strong>mation messages and options that<br />
are relayed to voice callers while they are waiting in queues or put on hold by the<br />
contact centre agent, including but not limited to:<br />
a) Marketing messages(Later Stages <strong>of</strong> <strong>CCC</strong> implementation)<br />
b) Music<br />
c) Specific message after configurable time (i.e. Voice Mail)<br />
3. It should transfer relevant in<strong>for</strong>mation about the individual caller and the IVR<br />
dialog from the IVR to the agent desktop using a screen pop based on CLI(Caller<br />
Line Identification)/ANI (Automatic Number Integration)/DNIS (Dialled Number<br />
identification sequence) when caller got connected.<br />
4. It should be suitably integrated with CRM and other communication media<br />
(phone/email/SMS) to send/receive data which needs to be populated on agent<br />
screen and must also update the IVRS usage details into the CRM as the caller<br />
traverses through the IVRS and reaches the agent.<br />
5. CTI should per<strong>for</strong>m following functions including but not limited to:-<br />
a) It indicates that the call has entered the setup phase.<br />
b) Call is conCCOdered as delivered when the call starts ringing<br />
c) Call establishes when call is answered.<br />
d) Call is cleared when the voice connection is terminated.<br />
e) Call is completely ended when the logical call appearance (including call<br />
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S. No. Functional Requirements –CTI(Computer Telephony Integration)<br />
data) is complete.<br />
f) Under call tranCCOtions, call can be moved from the active to held state or<br />
the call is removed from hold.<br />
g) Call can be transferred to another agent or other call centre<br />
Automatic Call Distributor<br />
S. No. Functional Requirements –ACD(Automatic Call Distributor)<br />
1. ACD should provide the capability <strong>of</strong> combining data with IVRS menu system that<br />
can be intelligently route calls requesting further assistance.<br />
2. It should be able to put caller on hold if no agent is available and keeping caller<br />
in<strong>for</strong>med about the status <strong>of</strong> the call. Also support relying messages (as defined by<br />
the Purchaser) during the hold period.<br />
3. It should be designed such that it can handle high volumes <strong>of</strong> calls efficiently.<br />
4. It should follow call routing to the agents with following features. It should follow at<br />
least one <strong>of</strong> the feature mentioned below:<br />
a) With 'Least Recent' - the extenCCOon that received a call the longest time ago<br />
will be on the top <strong>of</strong> the list<br />
b) With 'Fewest Calls' - the extension that received the least number <strong>of</strong> calls will be<br />
on the top <strong>of</strong> the List<br />
c) Random Selection-Routing to the agents with first agent picks the call, it will be<br />
closed <strong>for</strong> the other agents.<br />
5. It should allow call centre agents to be members <strong>of</strong> multiple ACD groups. Each<br />
agent should have unique identification.<br />
6. It should be able to transfer call to another agent with call data attached.<br />
7. It should support routing <strong>for</strong> emails received on the Contact Center email account<br />
8. It should allow call centre agent to transfer the call to other call centre.<br />
9. During later stages <strong>of</strong> <strong>CCC</strong> implementation, it should provide skill based routing <strong>of</strong><br />
the calls to the agents based on the skills.<br />
10. During later stages <strong>of</strong> <strong>CCC</strong> implementation , system should allow agents to log in to<br />
multiple skills with different levels <strong>of</strong> priorities <strong>for</strong> the Skills.<br />
c) Interactive Voice Response System-<br />
S. No. Functional Requirements – IVRS(Interactive Voice Response System)<br />
1. When a call lands on the <strong>CCC</strong> system, the caller should be greeted with a prerecorded<br />
welcome note in Hindi language.<br />
2. It should support voice and DTMF (touch tone shortcuts that can be used in<br />
sequence) signalling based menu service. Caller can access the in<strong>for</strong>mation more<br />
quickly or opt to talk to agent, without having to "drill down" through the menu<br />
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S. No. Functional Requirements – IVRS(Interactive Voice Response System)<br />
structure with every call.<br />
3. It should support English (Indian) Language<br />
4. It should support Hindi Language<br />
5. It should change the IVR route based on the language selected<br />
6. There should be an option available to the caller to opt <strong>for</strong> talking to agent by<br />
pressing pre-defined digit any time during the IVRS announcements (For first 2<br />
months , after selecting language the call should be routed to the agent. Later on as<br />
per need, there should be expansion in IVR tree)<br />
7. It should be able to identify a caller(new - with phone number and existing caller<br />
with name and phone number) using CLI(Caller Line Identification),/ANI<br />
(Automatic Number Integration)/DNIS (Dialled Number identification sequence)<br />
8. It should identify the caller through CLI and pass on relevant in<strong>for</strong>mation to the<br />
screen pop up at agent’s desktop by seamless integrating with the Automatic Call<br />
Distribution/Computer telephony integration. For new caller, the screen pop up's at<br />
agent's desktop with only its mobile/phone number. For existing caller (present in<br />
<strong>CCC</strong> database), the screen pop up's at agent's desktop with name and mobile/phone<br />
number. For the existing caller, the agent should greet him with his name.<br />
9. It should ensure routing accuracy as per design. It should allow transfer to agent<br />
anytime during the Interactive Voice Response System announcement.<br />
10. It should retrieve agent availability from Automatic Call Distribution and announce<br />
to the caller the expected wait time to talk to an available agent.<br />
11. It should support audio-text <strong>for</strong> playback <strong>of</strong> music, regulations, procedures, social<br />
messages ( to be decided by Purchaser during Implementation phase <strong>of</strong> the project)<br />
as per the IVR Call Flow & Call Tree.<br />
12. The caller can be given the option to wait in the queue or request a callback<br />
13. It should include Automatic Speech Recognition (ASR) facility and should be able<br />
to recognize both Indian English and Hindi Languages<br />
14. It should also include Text to Speech (TTS) facility and should include audio<br />
generation <strong>for</strong> both Indian English and Hindi Languages.<br />
15. IVRS, ASR and TTS should support at least MRCP protocol version 1.0 (based on<br />
RTSP/ SIP)<br />
16. All the IVRS ports should be speech recognition enabled from day one.<br />
17. After pilot phase, it should have ability to add multiple marketing messages on the<br />
IVR system<br />
18. After pilot phase ,it should allow users to schedule different marketing messages in<br />
specific dates and <strong>for</strong> a specific period.<br />
19. There shall be a provision <strong>of</strong> scalability <strong>of</strong> IVRS so that over a period <strong>of</strong><br />
time it will take care <strong>of</strong> maximum functionalities <strong>of</strong> the Call Centre (feasible<br />
through IVRS) under this Project. Features <strong>of</strong> scalability will be finalized during<br />
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S. No. Functional Requirements – IVRS(Interactive Voice Response System)<br />
Implementation Phase <strong>of</strong> the Project.<br />
20. There should be adequate number <strong>of</strong> IVR ports to ensure that all calls meant <strong>for</strong><br />
<strong>CCC</strong> are able to reach there.<br />
21. The delivery <strong>of</strong> In<strong>for</strong>mational and Transactional services through IVRS mode shall<br />
be provisioned during the later stages <strong>of</strong> the <strong>CCC</strong> implementation, if the back-end<br />
IT infrastructure at the State level can support.<br />
d) Recording Solution-<br />
S. No. Functional Requirements –Recording solution<br />
1. The system should record voice conversation between call centre agent and caller<br />
at the time <strong>of</strong> documenting request, department <strong>of</strong>ficial and call centre agent at the<br />
time <strong>of</strong> resolving query and map it to unique Service Request Number. The Call<br />
Centre should have facility to record, replay and monitor all calls <strong>for</strong> a period <strong>of</strong> 180<br />
days. This should capture at least the following in<strong>for</strong>mation:<br />
a. Date<br />
b. Time<br />
c. Call Duration<br />
d. Agent ID<br />
e. Caller Number<br />
f. Service Request Number<br />
g. Number Dialed <strong>for</strong> Outbound Calls<br />
h. Inbound/Outbound Identifier - System Generated<br />
2. The agent ID and call record should be linked to the recorded query. The recorded<br />
query can be viewed by agent but cannot be modified.<br />
3. The system should also record the outbound communication <strong>of</strong> call centre agent<br />
and the caller at the time <strong>of</strong> providing answer to unresolved query.<br />
4. It should provide search facility with following in<strong>for</strong>mation:-<br />
a. Date<br />
b. Time<br />
c. Call Duration<br />
d. Agent ID<br />
e. Caller Number<br />
f. Service Request Number<br />
g. Number Dialed <strong>for</strong> Outbound Calls<br />
5. Basic in<strong>for</strong>mation about every caller should be recorded and stored in a database by<br />
the agent. This database shall be updated every time a new caller calls up.<br />
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e) Management In<strong>for</strong>mation System (MIS)-<br />
S. No. Functional Requirements –MIS(Management In<strong>for</strong>mation System)<br />
1. MIS should generate reports based on:-<br />
a) Type <strong>of</strong> queries/grievances<br />
b) Department wise<br />
c) District wise/Block wise<br />
d) Repeat Request/Complaints<br />
2. It should generate different types <strong>of</strong> reports on Number <strong>of</strong> calls:-<br />
a. Total Number <strong>of</strong> Calls- Inbound and Outbound<br />
b. Number <strong>of</strong> Calls Diverted to Call Center Agents from IVR<br />
c. Number <strong>of</strong> calls dropped on the IVR stage<br />
d. Number <strong>of</strong> calls transferred to other Call centre<br />
3. It should generate Queue analysis reports. The below mentioned queue analysis list<br />
is including but not limited to:-<br />
a. Number <strong>of</strong> Waiting Calls<br />
b. Average Call Time<br />
c. Average Waiting Time<br />
d. Abandoned Calls<br />
4. It should generate Agent reports (Summary <strong>for</strong> All the Agents, and Detailed by each<br />
agent):<br />
a. Login & Logout Time<br />
b. Average Speed <strong>of</strong> Answer Time<br />
c. Average Talk Time<br />
d. Average Handling Time<br />
e. Average Hold Time<br />
f. Average Wrap up time<br />
g. Number <strong>of</strong> Dropped Calls be<strong>for</strong>e Pickup<br />
h. Number <strong>of</strong> Dropped Calls after Pickup<br />
i. Idle Time<br />
j. Time Agent is Ready<br />
k. Outbound Calls - Destination Numbers & Duration<br />
l. Number <strong>of</strong> Emails Received<br />
m. Number <strong>of</strong> Call Backs<br />
n. No answer<br />
5. It should also be capable <strong>of</strong> generating customized reports/ MIS including graphical<br />
reports as per Purchaser’s requirement; Reports should also be available in webenabled<br />
<strong>for</strong>mat & should be configurable to be mailed to a defined mailing list.<br />
6. It should provide flexible report <strong>for</strong>mats, in xls, txt or any other user-friendly<br />
structure including graphics from time to time.<br />
7. Standard reports(like IVRS,ACD etc) should be generated on hourly, daily, weekly,<br />
monthly, quarterly, half yearly and yearly.<br />
8. It should be integrated with portal (provided by CCO) which provides access to<br />
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S. No. Functional Requirements –MIS(Management In<strong>for</strong>mation System)<br />
designated <strong>of</strong>ficers <strong>of</strong> purchaser <strong>for</strong> report generation.<br />
Non-Functional requirements<br />
a) User Access Management<br />
S. No. Non-Functional Requirements-User Access Management<br />
1. It should provide access to functions within modules restricted to authorized users.<br />
2. It should provide logging by unique user id and password.<br />
3. Users access should be restricted to different levels as program, module,<br />
transaction, etc<br />
4. System should notify security administrator <strong>of</strong> unauthorized access or attempted<br />
access and record in a log with reporting<br />
5. System should provide multilevel security at agent, supervisors, administrator level<br />
6. System should allow <strong>for</strong> administration <strong>of</strong> system users including:<br />
a) Add new users<br />
b) Delete existing users<br />
c) Modify user pr<strong>of</strong>ile and preferences (standard phrases, vacation mode)<br />
7. System should allow <strong>for</strong> administration <strong>of</strong> content (categories/response templates)<br />
including:<br />
a) Add new categories/response templates<br />
b) Delete categories/response templates<br />
c) Modify categories/response templates (text)<br />
8. System should allow <strong>for</strong> administration <strong>of</strong> e-mail processing (queues/rules)<br />
including:<br />
a) Add new rules to properly route and categorize messages<br />
b) Add new queues as organizational structure changes<br />
c) Change dynamics <strong>of</strong> queues as needed (i.e. timeout parameters, escalation,<br />
assigned users, queue priority)<br />
9. Supervisors, administrators and other appropriate persons(participating<br />
departments <strong>of</strong>ficial) can be set up with the s<strong>of</strong>tware needed to run reports<br />
10. System should be able to support role based access control<br />
11. The solution should have the ability to provide multi-level access management. The<br />
following should be provided:-<br />
User identification;<br />
Limitation <strong>of</strong> user rights to per<strong>for</strong>m operations;<br />
Data confidentiality provision;<br />
User actions audit and protocols<br />
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S. No. Non-Functional Requirements-User Access Management<br />
12. The system should have the ability to provide user and user group authorization<br />
administration tool to assign security levels to functions and data, and allow the<br />
access by users / by groups with valid security level only<br />
13. The system should have the ability to assign activities to roles, and map roles to<br />
users<br />
14. Users should not be allowed to access the database directly<br />
15. System should allow providing access level security <strong>for</strong> reports at Field level - show<br />
/ hide<br />
16. System should provide centralized repository <strong>of</strong> all identification and access control<br />
data<br />
17. System should have ability to provide access level security <strong>for</strong> Entry <strong>for</strong>ms at Field<br />
level - allow, Read only, Hide<br />
18. It should support <strong>of</strong> LDAP (Lightweight Directory Access Protocol) to allow systems<br />
access to the directory<br />
b) Audit Trail<br />
S. No. Non-Functional Requirements-Audit Trail<br />
1. The system should allow archiving <strong>of</strong> queries which shall include both text and voice<br />
recording. Audit trail <strong>of</strong> archival with time and date stamp, will be automatically<br />
maintained by the system.<br />
2. The system should allow recovery <strong>of</strong> data in case <strong>of</strong> hardware failure and data<br />
corruption. It should be able to per<strong>for</strong>m recovery to a point <strong>of</strong> time, to known backup<br />
database.<br />
3. The system should ensure that the audit files are stored in un-editable <strong>for</strong>mats<br />
4. The system should be capable <strong>of</strong> providing Audit Trail: Audit trail <strong>of</strong> Time Stamp &<br />
User ID stamp <strong>for</strong> the following:-<br />
a) Service Name<br />
b) Status <strong>of</strong> the Query<br />
c) Caller Mobile Number<br />
5. The system should maintain audit trail <strong>of</strong> any update in the status <strong>of</strong> the query.<br />
6. It should be possible to audit users at the <strong>for</strong>m level, user level and at the<br />
organizational role level<br />
7. Audit system should be centralized, secured and should provide detail insight in<br />
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S. No. Non-Functional Requirements-Audit Trail<br />
audit data (who did what, to what data and when)<br />
8. The system should en<strong>for</strong>ce separation <strong>of</strong> duties between auditors and administrator<br />
9. The system should provide direct access to the auditor's to view audit reports and<br />
should be able create custom reports<br />
10. The system should have the ability to identify users that have exploited access<br />
privileges, identify root causes <strong>of</strong> conflicts and be capable <strong>of</strong> interrogating the security<br />
log<br />
c) Security-<br />
S. No. Non-Functional Requirements –Security<br />
1. The system should be capable <strong>of</strong> providing Authorization by the User Name, User<br />
Role<br />
2. The system should be capable <strong>of</strong> providing One user multiple roles and vice versa<br />
3. The system should be capable <strong>of</strong> providing automatic timeout <strong>for</strong> user (log out)<br />
4. The system should be able to allow definition <strong>of</strong> rules <strong>for</strong> password composition and<br />
password encryption.<br />
5. System should support configurable password policies including<br />
Password expiry Password history and reuse policy<br />
6. Session limits must exist <strong>for</strong> the application. For each session type, there must be<br />
limits the maximum time length <strong>of</strong> an idle session<br />
7. System should allow proxy users. For example, an executive can designate an<br />
assistant as a proxy, allowing that assistant to create, edit transactions on behalf <strong>of</strong><br />
that executive.<br />
The audit thereafter should state that the action was per<strong>for</strong>med by the proxy user<br />
on behalf <strong>of</strong> a particular user<br />
8. System should display an appropriate warning message upon user logon. The<br />
warning message need not include the following four general elements verbatim but<br />
must convey the same meaning:-<br />
a) Use <strong>of</strong> system constitutes the user's consent to monitoring.<br />
b) Use <strong>of</strong> system is limited to <strong>of</strong>ficial Login use only.<br />
c) Notice that this is a Login system<br />
9. The database should support role based access control, user based privileges<br />
10. The system should have the option to encrypt data be<strong>for</strong>e transferring over a<br />
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S. No. Non-Functional Requirements –Security<br />
network.<br />
11. The system should have the option to encrypt the data stored in the database<br />
d) Data Network -<br />
S. No. Non-Functional Requirements –Data Network<br />
1. System should provide Fail Safe Data Network to transport data, voice, web etc to<br />
Contact Centre location with adequate bandwidths<br />
2. Network security should be maintained by having password and audit control on<br />
Network equipment<br />
3. Internet connectivity should be restricted (i.e. only necessary sites are accessible).<br />
e) Archival-<br />
S. No. Non-Functional Requirements –Archiving<br />
1. The system should be able to archive data, based on user specified parameters (i.e.<br />
data range) and restore archival data when required<br />
2. The system should support change in database and should able to retrieve the<br />
archived data.<br />
f) Availability<br />
S. No. Non-Functional Requirements –Availability<br />
1. The system uptime should be 99.7 % during working hours( 8 am to 8 pm across 7<br />
days)<br />
2. The dashboards and the management plat<strong>for</strong>ms components need to be available<br />
<strong>for</strong> 90% <strong>of</strong> the time.<br />
g) Scalability<br />
S. No. Non-Functional Requirements –Scalability<br />
1. The solution should be highly scalable and capable <strong>of</strong> delivering high per<strong>for</strong>mance<br />
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S. No. Non-Functional Requirements –Scalability<br />
as & when transaction volumes/ callers increases without compromising on the<br />
response time<br />
h) Per<strong>for</strong>mance<br />
S. No. Non-Functional Requirements –Per<strong>for</strong>mance<br />
1. The solution should be able to deliver high per<strong>for</strong>mance as & when transaction<br />
volumes/ calls increases without compromising on the response time. System<br />
components should be able to take load during peak hours <strong>of</strong> the contact centre.<br />
2. The user needs to be able to launch the application quickly and log into the<br />
application with minimal latency time.<br />
i) Workflow<br />
S. No. Non-Functional Requirements –Workflow<br />
1. The solution should have the ability to support automated workflow designed to<br />
address needs <strong>of</strong> business users<br />
2. The solution should have the ability to support multiple workflow paths that are<br />
automatically selected based on request/user attributes, including escalation paths<br />
3. The solution should support standard work flow languages<br />
4. The workflow should have a rules engine that allows rules to be created to define<br />
query resolution hierarchies<br />
5. It should be possible to create workflow diagrams that can be shared with<br />
participating departments to verify the workflow<br />
6. The workflow should provide a drag and drop GUI based single/ common design<br />
tool to define and alter business process across all modules <strong>of</strong> the Solution<br />
7. It should be possible to define the process hierarchies top down or bottom up to<br />
support distributed workflow process definition<br />
8. There should be no limit on the hierarchy levels that can be defined<br />
9. It should have workflow with the ability to define business rules without the need<br />
<strong>for</strong> programming, including alerts and trigger<br />
10. The workflow should interface with email system supporting SMTP <strong>for</strong> sending out<br />
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S. No. Non-Functional Requirements –Workflow<br />
answers to queries and IMAP <strong>for</strong> receiving the queries<br />
j) Back up<br />
S. No. Non-Functional Requirements –Workflow<br />
1. The solution should support the back up and recovery <strong>of</strong> the data<br />
k) Antivirus<br />
S. No. Non-Functional Requirements –Workflow<br />
1. Firewall and IDS/IPS protection should be in place<br />
2. Proper Antivirus security with centralized updates<br />
l) EMS<br />
S. No. Non-Functional Requirements –Workflow<br />
1. It should support the monitoring <strong>of</strong> the entire transaction infrastructureapplication<br />
and web servers, messaging middleware and databases end to end.<br />
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ANNEXURE 6- INDICATIVE CALL FLOW AT <strong>CCC</strong><br />
The typical call flow shall be as in the process diagram below:<br />
Citizens calls citizen contact<br />
centre’s toll free number<br />
Has the customer<br />
query been resolved<br />
through IVR?<br />
Yes<br />
Call ended<br />
Is citizen available<br />
with <strong>CCC</strong> database<br />
Yes<br />
No<br />
Record personal details<br />
<strong>of</strong> the citizen<br />
No<br />
Has the call landed<br />
between 8 am to 8<br />
pm?<br />
No<br />
IVR message played to<br />
in<strong>for</strong>m caller <strong>of</strong> window <strong>of</strong><br />
operations and other<br />
access channels<br />
Is call <strong>for</strong> services<br />
provided under <strong>CCC</strong>?<br />
No<br />
Agent transfers the call<br />
to other call centre/<br />
provides the concerned<br />
dept contact no to<br />
citizen<br />
Yes<br />
Call landed at available<br />
agent<br />
Yes<br />
Call ended<br />
Is call <strong>for</strong> in<strong>for</strong>mational<br />
or grievance services ?<br />
Grievance<br />
<strong>for</strong>warded(via email) &<br />
in<strong>for</strong>med(via phone/<br />
SMS) to concerned<br />
dept <strong>of</strong>ficial<br />
Call Escalation matrix & time<br />
depend on participating depts<br />
Agent file grievance in<br />
e-sugam application<br />
Grievance<br />
Unique Request No generated.<br />
Shared with citizen (email,<br />
Phone, SMS)<br />
In<strong>for</strong>mational<br />
No<br />
Is Query answered<br />
by agent?<br />
Grievance<br />
Closure<br />
Process<br />
Forward(via email)&<br />
in<strong>for</strong>med(via phone/<br />
SMS) query to<br />
concerned dept <strong>of</strong>ficial<br />
Log a query under call<br />
centre application<br />
Yes<br />
Record the call & Close<br />
the call<br />
The call lands at the IVR <strong>of</strong> the <strong>CCC</strong> where the caller is greeted in Hindi and prompted to choose<br />
one <strong>of</strong> the two languages- Hindi or English. Based on language selcetion, the call lands at the next<br />
available agent in the respective queue. If the customer is registered with the <strong>CCC</strong> using the<br />
number he/she is calling from, the customer in<strong>for</strong>mation will be displayed on the screen <strong>of</strong> the<br />
agent. Else, agent captures in<strong>for</strong>mation <strong>of</strong> the customer and adds him/ her to the CRM database.<br />
In case, customer is registered using a different number, his new number is updated in his pr<strong>of</strong>ile<br />
after confirmation from him/ her. Thereafter, natuare <strong>of</strong> customer’s call is ascertained.<br />
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Case I: Service request is <strong>for</strong> In<strong>for</strong>mational services provided<br />
The primary source <strong>of</strong> in<strong>for</strong>mation <strong>for</strong> the agents shall be the CRM database. The call flow follows<br />
the below mentioned process:-<br />
a) Agents will access the FAQs (Knowledge Management System) created by the CCO while<br />
answering the citizens’ queries.<br />
b) If a call centre agent is unable to answer any query then a call will be logged <strong>for</strong> the<br />
in<strong>for</strong>mation requested by the citizen. The application shall automatically generate the<br />
unique service request number <strong>for</strong> the unresolved query. The unique service request<br />
number shall be <strong>for</strong>warded to the nodal <strong>of</strong>ficer <strong>of</strong> the concerned department through<br />
email. The same service request number shall be shared with the citizen through SMS<br />
and/or email (as available) <strong>for</strong> further tracking <strong>of</strong> the request. Agent will also call the<br />
nodal <strong>of</strong>ficer <strong>of</strong> the concerned department and in<strong>for</strong>m about the query raised against the<br />
department.<br />
c) For the unresolved queries, there shall be a separate escalation matrix <strong>for</strong> each<br />
participating departments. The escalation matrix and time resolution <strong>for</strong> the unresolved<br />
queries shall be finalized <strong>for</strong> each service after discussions between RISL and relevant<br />
Departments be<strong>for</strong>e the Go-Live <strong>of</strong> <strong>CCC</strong> Services. SLAs <strong>of</strong> the CCO shall not take into<br />
account the time taken by a Department in responding to queries <strong>for</strong> manual<br />
applications, ie, <strong>for</strong> queries where the CCO does not have online /database access to<br />
query in<strong>for</strong>mation and is dependent on the relevant department to manually search <strong>for</strong><br />
the in<strong>for</strong>mation requested by a citizen.<br />
d) The concerned department <strong>of</strong>ficer may also call the call centre agent and answer the<br />
raised query. The call shall be recorded <strong>for</strong> future reference purpose.<br />
e) The CCO agent shall then call the concerned citizen and answer the query. The CCO<br />
agent shall close the call in the call centre application. A call is considered to be closed<br />
only when the query(s) have been answered by the agents and a confirmation has been<br />
obtained verbally from the citizen to close the call.<br />
In cases where a citizen asks <strong>for</strong> in<strong>for</strong>mation regarding a department whose services are not<br />
being provided at <strong>CCC</strong> currently, based on appropriate procedures defined, the agent may<br />
provide the relevant contact in<strong>for</strong>mation <strong>of</strong> the concerned department to the citizen or transfer<br />
the call to the concerned call centre after permission from the customer.<br />
Case II: Service request is <strong>for</strong> Grievance services provided under <strong>CCC</strong><br />
Grievances are logged through existing e-sugam application and the agents shall be given access<br />
to the same <strong>for</strong> recieving citizen grievances and logging the same in the e-Sugam application. The<br />
call flow follows the below mentioned process:-<br />
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a) The CCO Agent shall access the e-sugam application through his/ her log in. The CCO<br />
agent shall fill the application <strong>for</strong>m under e-sugam application. The e-Sugam shall<br />
automatically generate the unique service request number <strong>for</strong> the filed grievance and the<br />
grievance shall be dealt as per process defined under e-Sugam with regular followups<br />
from the CCO. The unique service request number shall be <strong>for</strong>warded to the nodal<br />
<strong>of</strong>ficer <strong>of</strong> the concerned department thorugh email.<br />
b) The agent shall also log the call <strong>for</strong> grievance in the CRM database <strong>of</strong> the CCO and a<br />
second unique number which is specific to the CCO shall be generated and given to the<br />
citizen. Both the service request numbers shall be shared with the citizens, through SMS<br />
and/or email <strong>for</strong> further tracking <strong>of</strong> the request. Agent will also call the nodal <strong>of</strong>ficer <strong>of</strong><br />
the concerned department and in<strong>for</strong>m about the grievance filed against the department.<br />
c) The escalation matrix and time resolution <strong>for</strong> the unaddressed grievances shall be<br />
finalized after discussions between RISL and relevant Departments be<strong>for</strong>e the Go-Live <strong>of</strong><br />
<strong>CCC</strong> Services.<br />
d) The concerend department <strong>of</strong>ficer may also call the call centre agent and answer/ update<br />
the status <strong>of</strong> the filed grievance. The call shall be recorded <strong>for</strong> future reference purpose.<br />
e) The CCO agent shall then call the concerned citizen and answer/update about the<br />
grievance. The CCO agent shall close the call in the call centre application.<br />
Case III: Service request is <strong>for</strong> other <strong>Government</strong> call centre<br />
a) In such cases, the call shall be <strong>for</strong>warded to the other call centre after permission from<br />
the customer. However, this facility shall be available only <strong>for</strong> the identified set <strong>of</strong> call<br />
centres which include both Centre as well as State level centres. In case the concerned<br />
department does not have a call centre, the agent may, based on the procedures defined,<br />
provide relevant contact in<strong>for</strong>mation <strong>of</strong> the department/ service owner to the citizen.<br />
b) In such cases, all the SLAs, call charges, terms and conditions, etc <strong>of</strong> the respective<br />
centres shall be applicable and the role <strong>of</strong> <strong>CCC</strong> shall only be restricted to <strong>for</strong>warding <strong>of</strong><br />
the call.<br />
c) All the interaction details <strong>of</strong> calls shall be updated and saved in the CRM database. This<br />
database shall enable the agent to recognize and provide a more personalized service to<br />
the citizen during his / her next call<br />
d) The solution provided to the CCO's by the relevant department, shall be recorded by the<br />
CCO <strong>for</strong> audit purposes. All citizen queries resolved to by the CCAs shall be<br />
communicated to the citizens through outbound calls to the citizens<br />
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ANNEXURE 7- TEAM PROFILE AND TRAINING REQUIREMENTS<br />
Team Pr<strong>of</strong>ile- Educational Qualifications and Experience Requirements<br />
It is proposed that the team at <strong>CCC</strong> shall constitute <strong>of</strong> agents, project managers and content<br />
managers with the following pr<strong>of</strong>iles:<br />
a) Project manager - The Project Manager shall be responsible <strong>for</strong> overall operations <strong>of</strong><br />
<strong>CCC</strong> and shall be the single point <strong>of</strong> contact with State Nodal Agency and State<br />
Departments. The individuals designated to per<strong>for</strong>m the role <strong>of</strong> Program Manager/<br />
Project manager should have adequate relevant experience in managing operations <strong>of</strong><br />
such scale. The responsibilities include managing <strong>CCC</strong> operations by interfacing with<br />
internal operational and technical staff to ensure successful conduct, provide inputs and<br />
recommendations where applicable and maintain quality assurance.<br />
The educational qualifications and experience requirement <strong>of</strong> a project manager shall be<br />
at minimum as follows:<br />
Educational Experience Criteria<br />
Certifications<br />
Qualifications<br />
Any graduate with Minimum 7 years <strong>of</strong> overall PMP or PRINCE2<br />
MBA (Preferably in experience<br />
certified<br />
operations)<br />
At least 2 years in operations in<br />
ITeS/ Call centre industry<br />
b) Agents- Agents shall be the primary point <strong>of</strong> contact <strong>for</strong> all citizen interactions and shall<br />
be responsible <strong>for</strong> quality service to citizens. Agent functions include, but not limited to,<br />
handling citizen contact via Telephone, email service the request (both in<strong>for</strong>mational<br />
and transactional), update the database, escalate calls to the department, etc. The<br />
educational qualifications and experience requirement <strong>of</strong> an agent shall be at minimum<br />
as follows:<br />
Educational Experience Criteria<br />
Qualifications<br />
Any graduate with Minimum <strong>of</strong> 1 years <strong>of</strong> operations<br />
pr<strong>of</strong>iciency in both (Calling) experience in call centre<br />
English and Hindi inductry<br />
c) Content Manager – Content Managers shall be responsible <strong>for</strong> development <strong>of</strong> content<br />
<strong>for</strong> <strong>CCC</strong> across departments and their services. Content manager may act as a<br />
supervisor/team lead <strong>for</strong> assigend agents under him. Content Managers shall also act as<br />
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bridges between the <strong>CCC</strong> and the various participating departments. The educational<br />
qualifications and experience requirement <strong>of</strong> a project manager shall be at minimum as<br />
follows:<br />
Educational Experience Criteria<br />
Qualifications<br />
Any graduate with Minimum 3 years <strong>of</strong> overall<br />
MBA and pr<strong>of</strong>iciency<br />
in both English and<br />
Hindi<br />
experience<br />
Minimum 1 year experience in<br />
working with the <strong>Government</strong><br />
sector<br />
d) S<strong>of</strong>tware Developers: Based on the customization needs <strong>of</strong> RISL, services <strong>of</strong> s<strong>of</strong>tware<br />
development may be required during the course <strong>of</strong> the project. For this purpose, the<br />
CCO shall be required to provide s<strong>of</strong>tware development resources which are competent<br />
to undertake the work assigned. While the cost <strong>of</strong> such resources has not been requested<br />
<strong>for</strong> in this bid and will not be taken into consideration <strong>for</strong> calculation <strong>of</strong> L1, it has been<br />
decided that RISL shall benchamrk resources against the empanelment done by UIDAI,<br />
GoI <strong>for</strong> s<strong>of</strong>tware solution providers (Tier-III). As per the same, the qualification and<br />
experience criteria <strong>of</strong> a s<strong>of</strong>tware developer shall be as follows:<br />
Resource Educational Qualifications Experience Criteria<br />
Developer BE/B.Tech/MCA with 1 Year (in s<strong>of</strong>tware development<br />
specialisation in computers projects)<br />
Sr. Developer BE/B.Tech/MCA with 3 Years (in s<strong>of</strong>tware development<br />
specialisation in computers projects)<br />
S<strong>of</strong>tware Designer BE/B.Tech/MCA with 5 Years (in s<strong>of</strong>tware deSigning <strong>for</strong><br />
specialisation in computers large s<strong>of</strong>tware development projects)<br />
Project Manager Should be a graduate in any<br />
discipline with MBA degree<br />
Minimum 7years <strong>of</strong> working in a<br />
BPO/ Call Center set up in customer<br />
support<br />
Training Requirements<br />
In order to ensure customer satisfaction and maintenance <strong>of</strong> other SLAs as well, it is important<br />
that appropriate training are provided to the agents be<strong>for</strong>e they start taking/ making calls to<br />
the customers. In this regard, it is envisaged that appropriate training shall be provided by the<br />
CCO to its staff. The salient features <strong>of</strong> the training program at <strong>CCC</strong> will be:<br />
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a) Develop, conduct and maintain a comprehensive and continuous training program<br />
providing agents with the appropriate knowledge and current in<strong>for</strong>mation to per<strong>for</strong>m<br />
services required.<br />
b) Ensure that all staff is trained in state and local policies, procedures and department<br />
operations, with approval/agreement by the State<br />
c) Develop and update training manuals and training records on regular intervals<br />
d) Provide copies <strong>of</strong> all training materials to Purchaser on an ongoing basis<br />
e) Implement a procedure and schedule <strong>for</strong> ongoing training, refresher training<br />
f) Conduct training that shall include (but not be limited to):<br />
Sensitivity awareness training<br />
Projecting positive and helpful attitude<br />
Communicating with confidence and competence<br />
Adhere to confidentiality policies and procedures<br />
Customer Service Enhancement<br />
g) Any training required <strong>for</strong> addition <strong>of</strong> new services and certain familiarization<br />
throughout the term <strong>of</strong> the contract shall be at the cost and responsibility <strong>of</strong> CCO.<br />
h) Training shall consist <strong>of</strong>, at a minimum:<br />
Introduction and purpose <strong>of</strong> the services<br />
History or background in<strong>for</strong>mation<br />
Familiarity, Call content<br />
Script familiarity<br />
Role-play activities<br />
Production and Quality measurement criteria<br />
Oral Quiz<br />
Written test<br />
Review<br />
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ANNEXURE-8: PRE-BID QUERIES FORMAT {to be filled by the bidder}<br />
Name <strong>of</strong> the Company/Firm:<br />
<strong>Tender</strong> Fee Receipt No. __________________Dated____________<strong>for</strong> Rs.<br />
________________/-<br />
Name <strong>of</strong> Person(s) Representing the Company/ Firm:<br />
Name <strong>of</strong> Person Designation Email-ID(s) Tel. Nos. & Fax<br />
Nos.<br />
Company/Firm Contacts:<br />
Contact Person(s) Address <strong>for</strong><br />
Correspondence<br />
Email-ID(s) Tel. Nos. & Fax<br />
Nos.<br />
Query / Clarification Sought:<br />
S.No.<br />
<strong>RFP</strong><br />
Page<br />
No.<br />
<strong>RFP</strong><br />
Clause<br />
No.<br />
Clause Details Query/ Suggestion/<br />
Clarification<br />
Note: - Queries must be strictly submitted only in the prescribed <strong>for</strong>mat (.XLS/ .XLSX/<br />
.ODF). Queries not submitted in the prescribed <strong>for</strong>mat will not be considered/ responded at<br />
all by the tendering authority. Also, kindly attach the coloured scanned copy <strong>of</strong> the receipt<br />
towards the submission <strong>of</strong> the bidding/ tender document fee.<br />
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ANNEXURE-9: TENDER FORM {to be filled by the bidder}<br />
1) Addressed to:<br />
Name <strong>of</strong> the <strong>Tender</strong>ing<br />
Authority<br />
Address<br />
Managing Director<br />
RajCOMP Info Services Limited (RISL)<br />
C-Block, I st Floor, Yojana Bhavan, Tilak Marg,<br />
Jaipur (<strong>Rajasthan</strong>) – 302005<br />
Telephone 5101313, 2229394<br />
Tele Fax 0141-2228701<br />
Email<br />
info@rajcomp.net (clearly mention the NIT no. in<br />
the subject <strong>of</strong> the mail)<br />
2) Firm Details:<br />
Name <strong>of</strong> Firm<br />
Name <strong>of</strong> Contact Person with<br />
Designation<br />
Registered Office Address<br />
Address <strong>of</strong> the Firm<br />
Year <strong>of</strong> Establishment<br />
Type <strong>of</strong> Firm<br />
Put Tick( √ ) mark<br />
Public<br />
Limite<br />
d<br />
Private<br />
Limite<br />
d<br />
Partnershi<br />
p<br />
Proprietar<br />
y<br />
Telephone Number(s)<br />
Email Address/ Web site Email: Web-site:<br />
Fax No.<br />
Mobile Number<br />
Mobile:<br />
Certification/Accreditation/Affiliation<br />
, if Any<br />
3) The requisite tender fee amounting to Rs. ________/- (Rupees ) has been<br />
deposited vide receipt no. _______ dated ___________.<br />
4) The requisite RISL processing fee amounting to Rs. ________/- (Rupees ) has<br />
been deposited vide receipt no. _______ dated ___________.<br />
5) The requisite EMD amounting to Rs. ________/- (Rupees ) has been<br />
deposited vide Banker’s Cheque/ DD No. ___________ dated ___________.<br />
6) We agree to abide by all the terms and conditions mentioned in this <strong>for</strong>m issued by the<br />
Empanelment Authority and also the further conditions <strong>of</strong> the said notice given in the<br />
attached sheets (all the pages <strong>of</strong> which have been signed by us in token <strong>of</strong> acceptance <strong>of</strong> the<br />
terms mentioned therein along with stamp <strong>of</strong> the firm).<br />
Date:<br />
Name & Seal <strong>of</strong> the firm: ________________________<br />
Authorized Signatory: ___________________________<br />
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ANNEXURE-10: BIDDER’S AUTHORIZATION CERTIFICATE {to be filled by the<br />
bidder}<br />
To,<br />
{<strong>Tender</strong>ing Authority},<br />
______________________________,<br />
______________________________,<br />
I/ We {Name/ Designation} hereby declare/ certify that {Name/ Designation} is hereby<br />
authorized to sign relevant documents on behalf <strong>of</strong> the company/ firm in dealing with <strong>Tender</strong>/<br />
NIT reference No. ______________________ dated _________. He/ She is also<br />
authorized to attend meetings & submit technical & commercial in<strong>for</strong>mation/ clarifications as<br />
may be required by you in the course <strong>of</strong> processing the Bid. For the purpose <strong>of</strong> validation, his/<br />
her verified Signatures are as under.<br />
Thanking you,<br />
Name <strong>of</strong> the Bidder: -<br />
Verified Signature:<br />
Authorised Signatory: -<br />
Seal <strong>of</strong> the Organization: -<br />
Date:<br />
Place:<br />
Note: Please attach the board resolution / valid power <strong>of</strong> attorney in favour <strong>of</strong> person Signing<br />
this authorizing letter.<br />
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ANNEXURE-11: SELF-DECLARATION – NO BLACKLISTING {to be filled by the<br />
bidder}<br />
To,<br />
{<strong>Tender</strong>ing Authority},<br />
______________________________,<br />
______________________________,<br />
In response to the <strong>Tender</strong>/ NIT Ref. No. _____________________________ dated<br />
___________ <strong>for</strong> {Project Title}, as an Owner/ Partner/ Director <strong>of</strong><br />
________________________________________, I/ We hereby declare that<br />
presently our Company/ firm ___________________, at the time <strong>of</strong> bidding, is having<br />
unblemished record and is not declared ineligible <strong>for</strong> corrupt & fraudulent practices either<br />
indefinitely or <strong>for</strong> a particular period <strong>of</strong> time by any Central/ State/ Semi-<strong>Government</strong>/ or<br />
other Govt. subsidiaries including autonomous bodies in India.<br />
If this declaration is found to be incorrect then without prejudice to any other action that may<br />
be taken, my/ our security may be <strong>for</strong>feited in full and our bid, to the extent accepted, may be<br />
cancelled.<br />
Thanking you,<br />
Name <strong>of</strong> the Bidder: -<br />
Authorised Signatory: -<br />
Seal <strong>of</strong> the Organization: -<br />
Date:<br />
Place:<br />
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ANNEXURE-12: CERTIFICATE OF CONFORMITY/ NO DEVIATION {to be filled by<br />
the bidder}<br />
To,<br />
{<strong>Tender</strong>ing Authority},<br />
______________________________,<br />
______________________________,<br />
CERTIFICATE<br />
This is to certify that, the specifications <strong>of</strong> Hardware & S<strong>of</strong>tware which I/ We have mentioned<br />
in the Technical bid, and which I/ We shall supply if I/ We am/ are awarded with the work, are<br />
in con<strong>for</strong>mity with the minimum specifications <strong>of</strong> the <strong>Tender</strong>/ bidding document and that<br />
there are no deviations <strong>of</strong> any kind from the requirement specifications.<br />
Also, I/ we have thoroughly read the tender/ bidding document and by signing this certificate,<br />
we hereby submit our token <strong>of</strong> acceptance to all the tender terms & conditions without any<br />
deviations.<br />
I/ We also certify that the price I/ we have quoted is inclusive <strong>of</strong> all the cost factors involved in<br />
the end-to-end implementation and execution <strong>of</strong> the project, to meet the desired Standards set<br />
out in the <strong>Tender</strong>/ bidding Document.<br />
Thanking you,<br />
Name <strong>of</strong> the Bidder: -<br />
Authorised Signatory: -<br />
Seal <strong>of</strong> the Organization: -<br />
Date:<br />
Place:<br />
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ANNEXURE-13: MANUFACTURER’S AUTHORIZATION FORM (MAF)<br />
{To be filled by the OEMs and to be signed by the authorized signatory. Evidence to substantiate that<br />
the signatory is an authorized signatory has to be attached.}<br />
To,<br />
{<strong>Tender</strong>ing Authority},<br />
______________________________,<br />
Subject: Issue <strong>of</strong> the Manufacturer’s Authorisation Form (MAF)<br />
Reference: NIT/ <strong>RFP</strong> Ref. No. _____________________ dated ________<br />
Sir,<br />
We {name and address <strong>of</strong> the OEM} who are established and reputed original equipment<br />
manufacturers (OEMs) having factories/ <strong>of</strong>fices at {addresses <strong>of</strong> manufacturing/ <strong>of</strong>fice<br />
location} do hereby authorize {M/s __________________________} who is our<br />
{Distributor/ Channel Partner/ Retailer/ Others } to bid, negotiate and<br />
conclude the contract with you against the a<strong>for</strong>ementioned tender reference <strong>for</strong> the<br />
following Hardware/ S<strong>of</strong>tware manufactured by us: -<br />
{OEM will mention the details <strong>of</strong> all the proposed product(s) with their make/<br />
model. OEM will also provide the complance sheet as provided in 19 <strong>of</strong> this<br />
<strong>RFP</strong>}<br />
We undertake to provide OEM Comprehensive Warranty (<strong>for</strong> hardware items)/ Technical<br />
Support Services (<strong>for</strong> s<strong>of</strong>tware items) <strong>for</strong> the <strong>of</strong>fered Hardware/ S<strong>of</strong>tware, as mentioned<br />
above and as per the <strong>RFP</strong> terms and conditions <strong>for</strong> two years and, if required, extendable<br />
by upto three years thereafter.<br />
Yours faithfully,<br />
For and on behalf <strong>of</strong> M/s (Name <strong>of</strong> the manufacturer)<br />
(Authorized Signatory)<br />
Name, Designation & Contact No.:<br />
Address: ___________________________________<br />
Seal:<br />
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ANNEXURE-14: UNDERTAKING ON AUTHENTICITY OF COMPUTER<br />
EQUIPMENTS<br />
{to be filled by the bidder (On Rs. 100/- Non-judicial stamp paper)}<br />
To,<br />
{<strong>Tender</strong>ing Authority},<br />
______________________________,<br />
Reference: NIT No. :___________________________________ Dated:__________<br />
This has reference to the items being supplied/ quoted to you vide our bid ref. no.<br />
__________ dated ___________.<br />
We hereby undertake that all the components/ parts/ assembly/ s<strong>of</strong>tware used in the<br />
equipment shall be genuine, original and new components /parts/ assembly/ s<strong>of</strong>tware from<br />
respective OEMs <strong>of</strong> the products and that no refurbished/ duplicate/ second hand<br />
components/ parts/ assembly/ s<strong>of</strong>tware are being used or shall be used. In respect <strong>of</strong> licensed<br />
operating system, we undertake that the same shall be supplied along with the authorized<br />
license certificate with our name/logo. Also, that it shall be sourced from the authorized source<br />
<strong>for</strong> use in India.<br />
In case, we are found not complying with above at the time <strong>of</strong> delivery or during installation,<br />
<strong>for</strong> the equipment already billed, we agree to take back the equipment already supplied at our<br />
cost and return any amount paid to us by you in this regard and that you will have the right to<br />
<strong>for</strong>feit our EMD/ SD/ PSD <strong>for</strong> this bid or debar/ black list us or take suitable action against us.<br />
Authorized Signatory<br />
Name:<br />
Designation:<br />
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ANNEXURE-15: COMPONENTS OFFERED – BoM {to be filled by the bidder}<br />
Please fill the following BOM <strong>for</strong> all the <strong>of</strong>fered components.<br />
S.<br />
No.<br />
Product Details<br />
(make and model)<br />
Detailed<br />
Technical<br />
Specification<br />
Reference in<br />
proposal**<br />
1. {Item No. xx}<br />
2. {Item No. xx}<br />
OEM Details<br />
(Name, Address,<br />
E-Mail, Mobile<br />
Nos.)<br />
Deviation from<br />
<strong>RFP</strong><br />
(Y/N)<br />
(Provide details if<br />
No)<br />
3. {Item No. xx}<br />
** Please attach detailed specifications (preferably OEM Product Datasheet) and provide<br />
reference number in this column. (Deviations, if any, should be appropriately mentioned &<br />
highlighted in the compliance/ deviation column <strong>of</strong> the respective table)<br />
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Annexure-16: FINANCIAL BID FORMAT {to be filled by the bidder in BoQ (.XLS file) on<br />
eProc website with a Cover Letter on his letter head}<br />
To,<br />
The Managing Director,<br />
RajCOMP Info Services Limited (RISL),<br />
Yojana Bhawan, Tilak Marg, C-Scheme,<br />
Jaipur (Raj.)<br />
Reference: NIT No. :___________________________________ Dated:__________<br />
Dear Sir,<br />
We, the undersigned bidder, Having read & examined in detail, the Bidding Document, the<br />
receipt <strong>of</strong> which is hereby duly acknowledged, I/ we, the undersigned, <strong>of</strong>fer to supply/ work as<br />
“System Integrator/ Implementing Agency” as per the defined Scope <strong>of</strong> the work & in<br />
con<strong>for</strong>mity with the said bidding document <strong>for</strong> the same. We hereby <strong>of</strong>fer our best price as per<br />
the details below and shall be valid as per the details mentioned in the NIT.<br />
I / We undertake that the prices are in con<strong>for</strong>mity with the specifications/ requirements<br />
prescribed. The price quotes is inclusive <strong>of</strong> all cost likely to be incurred <strong>for</strong> executing this work.<br />
The prices are inclusive <strong>of</strong> all type <strong>of</strong> govt. taxes/duties.<br />
I / We undertake, if our bid is accepted, to deliver the goods & services in accordance with the<br />
requirements <strong>of</strong> RISL.<br />
I/ We hereby declare that, in case, the contract is awarded to us, we will submit the<br />
per<strong>for</strong>mance security <strong>of</strong> Rs. _________________ <strong>for</strong> the due per<strong>for</strong>mance <strong>of</strong> contract and<br />
in the <strong>for</strong>m prescribed by RISL.<br />
I / We agree to abide by this bid <strong>for</strong> a period <strong>of</strong> ______ days after the last date fixed <strong>for</strong> bid<br />
submission and it shall remain binding upon us and may be accepted at any time be<strong>for</strong>e the<br />
expiry <strong>of</strong> that period.<br />
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Until a <strong>for</strong>mal contract is prepared and executed, this bid, together with your written<br />
acceptance there<strong>of</strong> and your notification <strong>of</strong> award shall constitute a binding Contract between<br />
us.<br />
I/ We hereby declare that our bid is made in good faith, without collusion or fraud and the<br />
in<strong>for</strong>mation contained in the bid is true and correct to the best <strong>of</strong> our knowledge and belief.<br />
We understand that you are not bound to accept the lowest or any bid you may receive.<br />
We agree to the terms & conditions mentioned in the bidding document.<br />
Date:<br />
Authorized Signatory<br />
Name:<br />
Designation:<br />
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Pricing Table<br />
TABLE 1: CAPITAL EXPENDITURE (CAPEX) COSTING<br />
S.<br />
No<br />
.<br />
Compone<br />
nt<br />
Quantity<br />
Unit rate<br />
(in. Rs.)<br />
includin<br />
g Govt<br />
levied<br />
taxes<br />
and<br />
excludin<br />
g<br />
Rajastha<br />
n VAT<br />
and<br />
Service<br />
tax<br />
<strong>Rajasthan</strong><br />
VAT on<br />
Unit<br />
Rate(colum<br />
n 4)<br />
Service tax<br />
on Unit<br />
rate(colum<br />
n 4)<br />
Total Unit<br />
rate<br />
(INR)<br />
Total<br />
Cost<br />
(A)<br />
1 2 3 4 5 5 7=4+5+6 8=3x7<br />
1.<br />
2.<br />
3.<br />
4.<br />
5.<br />
6.<br />
7.<br />
8.<br />
ACD-IVRS-<br />
Recording<br />
server<br />
(with two<br />
year<br />
warranty)<br />
CTI<br />
Integration<br />
server<br />
(with two<br />
year<br />
warranty)<br />
CRM (For<br />
upto 50<br />
users)<br />
CTI and<br />
ACD<br />
IVRS<br />
solution<br />
Recording<br />
Solution<br />
Back upstorage<br />
manager<br />
EMS-<br />
Client<br />
server<br />
Hardware<br />
2<br />
1<br />
50<br />
9. Antivirus- 1<br />
S<strong>of</strong>tware (with perpetual licenses)<br />
1<br />
1<br />
1<br />
1<br />
1<br />
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S.<br />
No<br />
.<br />
Compone<br />
nt<br />
Quantity<br />
Unit rate<br />
(in. Rs.)<br />
includin<br />
g Govt<br />
levied<br />
taxes<br />
and<br />
excludin<br />
g<br />
Rajastha<br />
n VAT<br />
and<br />
Service<br />
tax<br />
<strong>Rajasthan</strong><br />
VAT on<br />
Unit<br />
Rate(colum<br />
n 4)<br />
Service tax<br />
on Unit<br />
rate(colum<br />
n 4)<br />
Total Unit<br />
rate<br />
Total<br />
Cost<br />
(A)<br />
1 2 3 4 5 5 7=4+5+6 8=3x7<br />
Client<br />
server<br />
Hardware<br />
Total Cost A<br />
TABLE 2: OPERATING EXPENDITURE (OPEX) COSTING<br />
Per<br />
Quantit seat Service Total per<br />
Total<br />
y cost and seat cost<br />
Description<br />
cost per<br />
per applicabl per<br />
month<br />
mont e tax month<br />
h<br />
Contract<br />
duration<br />
(months)<br />
(INR)<br />
Total cost<br />
<strong>for</strong> project<br />
duration (B)<br />
1 2 3 4 5=3+4 6=2x5 7 8=6x7<br />
Per Seat cost<br />
<strong>for</strong> operating<br />
call centre <strong>for</strong><br />
RISL as per<br />
scope <strong>of</strong> work<br />
defined in<br />
<strong>RFP</strong><br />
50<br />
24<br />
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Table 3: ADDITIONAL PERPETUAL LICENSES (C)<br />
S.<br />
No.<br />
Compon<br />
ent<br />
Quantit<br />
y<br />
Unit rate (in.<br />
Rs.)<br />
including<br />
Govt levied<br />
taxes and<br />
excluding<br />
<strong>Rajasthan</strong><br />
VAT and<br />
Service tax<br />
<strong>Rajasthan</strong><br />
VAT on Unit<br />
Rate(Column<br />
4)<br />
Service tax<br />
and<br />
applicable<br />
taxes on<br />
Unit<br />
rate(column<br />
5)<br />
Total<br />
Unit<br />
rate<br />
(INR)<br />
Total<br />
Cost<br />
(C)<br />
1 2 3 4 5 6<br />
7=4+5+<br />
6<br />
8=3x7<br />
1<br />
CRM<br />
(For 50-<br />
100 users)<br />
S<strong>of</strong>tware<br />
50<br />
Table 4: ADDITIONAL WARRANTY AND ANNUAL TECHNICAL SUPPORT<br />
SERVICES (W) (will be purchased by RISL on need basis)<br />
S. No. Cost Component No <strong>of</strong> years(beyond<br />
two years go-live)<br />
Unit Rate <strong>for</strong><br />
annual additional<br />
warranty/ Annual<br />
Technical Support<br />
per year<br />
(INR)<br />
Total Cost<br />
1 2 3 4 5=3x4<br />
Hardware (Warranty)<br />
1 ACD-IVRS- Recording<br />
2<br />
server<br />
2 CTI Integration server 2<br />
S<strong>of</strong>tware (Annual Technical Support)<br />
3 CRM 2<br />
4 CTI and ACD 2<br />
5 Recording solution 2<br />
6 IVRS solution 2<br />
7 Back up- storage<br />
2<br />
manager<br />
8 EMS- Client server 2<br />
9 Antivirus-Client<br />
server<br />
2<br />
Total Cost W<br />
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Table 5: Total Cost<br />
S. No. Cost Component<br />
Multiplication<br />
Factor<br />
1 2 3<br />
1 Capital Expenditure (C) 1<br />
2<br />
Operating Expenditure<br />
(O)<br />
3 Additional Licenses (A) 0.20<br />
4<br />
Additional Warranty<br />
and Annual Technical<br />
Support Services (W)<br />
1<br />
1<br />
(INR)<br />
Total cost Cost <strong>for</strong> L1 calculation<br />
(T)<br />
4 5=3x4<br />
<br />
<br />
<br />
<br />
Total<br />
Note:<br />
a. L1 shall be decided based on Total Cost T discovered above in Table 5<br />
L1 will be the successful bidder with least commercial quote (T) and as decided by<br />
RISL post bid evaluation.<br />
b. All quotes in Table 1 (Capex costing) should be inclusive <strong>of</strong> all applicable taxes<br />
including <strong>Rajasthan</strong> VAT and service tax<br />
c. All s<strong>of</strong>tware to be quoted with minimum licenses <strong>of</strong> 50, expandable to 100<br />
d. All quotes in Table 2 (Opex costing) should be per seat per month inclusive <strong>of</strong> Team<br />
Leader Charges & other supervisory charges<br />
e. Please note that the purpose <strong>of</strong> bid evaluation, the total costing is being considered <strong>for</strong><br />
50 seats. Initially starting with minimum 20 seats, the requirement at CCO may<br />
increase up to 100 seats during the contract period based on requirement.<br />
f. Taxes shall be applicable at prevailing rates<br />
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Annexure-17: BANK GUARANTEE FORMAT {to be submitted by the bidder’s bank}<br />
BANK GUARANTEE FORMAT – EARNEST MONEY DEPOSIT (EMD)<br />
(To be stamped in accordance with Stamp Act and to be issued by a Nationalised/ Scheduled<br />
bank having its branch at Jaipur and payable at par at Jaipur, <strong>Rajasthan</strong>)<br />
To,<br />
Managing Director,<br />
RajCOMP Info Services Ltd. (RISL),<br />
B-Block, Yojana Bhawan, Tilak Marg,<br />
C-Scheme,<br />
Jaipur-302005 (Raj).<br />
Sir,<br />
1. In aSirdance with your Notice Inviting <strong>Tender</strong> <strong>for</strong> vide<br />
NIT reference no. M/s. …………………………….. (Name & full address <strong>of</strong> the<br />
firm) (Hereinafter called the “Bidder”) hereby submits the Bank Guarantee to participate<br />
in the said tender as mentioned in the <strong>RFP</strong> document.<br />
It is a condition in the tender documents that the Bidder has to deposit Earnest Money<br />
amounting to in respect to the tender,<br />
with RISL, Ist Floor Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur, <strong>Rajasthan</strong> (hereinafter<br />
referred to as “RajCOMP Info Service Ltd.(RISL)”) by a Bank Guarantee from a<br />
Nationalised Bank/ Scheduled Commercial Bank having its branch at Jaipur irrevocable<br />
and operative till the bid validity date (i.e. days from the date <strong>of</strong><br />
submission <strong>of</strong> tender). It may be extended if required in concurrence with the bid validity.<br />
And whereas the Bidder desires to furnish a Bank Guarantee <strong>for</strong> a sum <strong>of</strong> to the RISL as earnest money deposit.<br />
2. Now, there<strong>for</strong>e, we the ……………………………….…… (Bank), a body corporate constituted<br />
under the Banking Companies (Acquisition and Transfer <strong>of</strong> Undertaking) Act. 1969<br />
(delete, if not applicable) and branch Office at…………………... (hereinafter referred to as the<br />
Guarantor) do hereby undertake and agree to pay <strong>for</strong>thwith on demand in writing by the<br />
RISL <strong>of</strong> the said guaranteed amount without any demur, reservation or recourse.<br />
3. We, the a<strong>for</strong>esaid bank, further agree that the RISL shall be the sole judge <strong>of</strong> and as to<br />
whether the Bidder has committed any breach or breaches <strong>of</strong> any <strong>of</strong> the terms costs,<br />
charges and expenses caused to or suffered by or that may be caused to or suffered by the<br />
RISL on account there<strong>of</strong> to the extent <strong>of</strong> the Earnest Money required to be deposited by the<br />
Bidder in respect <strong>of</strong> the said <strong>Tender</strong> Document and the decision <strong>of</strong> the RISL that the<br />
Bidder has committed such breach or breaches and as to the amount or amounts <strong>of</strong> loss,<br />
damage, costs, charges and expenses caused to or suffered by or that may be caused to or<br />
suffered by the RISL shall be final and binding on us.<br />
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4. We, the said Bank further agree that the Guarantee herein contained shall remain in full<br />
<strong>for</strong>ce and effect until it is released by the RISL and it is further declared that it shall not be<br />
necessary <strong>for</strong> the RISL to proceed against the Bidder be<strong>for</strong>e proceeding against the Bank<br />
and the Guarantee herein contained shall be invoked against the Bank, notwithstanding<br />
any security which the RISL may have obtained or shall be obtained from the Bidder at any<br />
time when proceedings are taken against the Bank <strong>for</strong> whatever amount that may be<br />
outstanding or unrealized under the Guarantee.<br />
5. Any notice by way <strong>of</strong> demand or otherwise hereunder may be sent by special courier, telex,<br />
fax, registered post or other electronic media to our address, as a<strong>for</strong>esaid and if sent by<br />
post, it shall be deemed to have been given to us after the expiry <strong>of</strong> 48 hours when the<br />
same has been posted.<br />
6. If it is necessary to extend this guarantee on account <strong>of</strong> any reason whatsoever, we<br />
undertake to extend the period <strong>of</strong> this guarantee on the request <strong>of</strong> our constituent under<br />
intimation to you.<br />
7. The right <strong>of</strong> the RISL to recover the said amount <strong>of</strong> from us in manner a<strong>for</strong>esaid will not be precluded/ affected, even if, disputes<br />
have been raised by the said M/s. ……….………………(Bidder) and/ or dispute or disputes are<br />
pending be<strong>for</strong>e any court, authority, <strong>of</strong>ficer, tribunal, arbitrator(s) etc..<br />
8. Notwithstanding anything stated above, our liability under this guarantee shall be<br />
restricted to and our guarantee shall<br />
remain in <strong>for</strong>ce till bid validity period i.e. days from the last date <strong>of</strong> bid<br />
submission and unless a demand or claim under the guarantee is made on us in writing<br />
within three months after the Bid validity date, all your rights under the guarantee shall be<br />
<strong>for</strong>feited and we shall be relieved and discharged from all liability thereunder.<br />
9. This guarantee shall be governed by and construed in aSirdance with the Indian Laws and<br />
we hereby submit to the exclusive jurisdiction <strong>of</strong> courts <strong>of</strong> Justice in India <strong>for</strong> the purpose<br />
<strong>of</strong> any suit or action or other proceedings arising out <strong>of</strong> this guarantee or the subject<br />
matter here<strong>of</strong> brought by you may not be en<strong>for</strong>ced in or by such count.<br />
10. We hereby confirm that we have the power/s to issue this Guarantee in your favor under<br />
the Memorandum and Articles <strong>of</strong> Association/ Constitution <strong>of</strong> our bank and the<br />
undersigned is/are the recipient <strong>of</strong> authority by express delegation <strong>of</strong> power/s and<br />
has/have full power/s to execute this guarantee under the Power <strong>of</strong> Attorney issued by the<br />
bank in your favour.<br />
Date ………………… (signature) ……………………………………….<br />
Place ………………… (Printed Name) ………………………………….<br />
(Designation) ……………………………………<br />
(Bank’s common seal) ………………………….<br />
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In presence <strong>of</strong>:<br />
WTTNESS (with full name, designation, address & <strong>of</strong>ficial seal, if any)<br />
(1) ………………………………………<br />
………………………………………<br />
(2) ………………………………………<br />
………………………………………<br />
Bank Details<br />
Name & address <strong>of</strong> Bank :<br />
Name <strong>of</strong> contact person <strong>of</strong> Bank:<br />
Contact telephone number:<br />
GUIDELINES FOR SUBMISSION OF BANK GUARANTEE<br />
The Bank Guarantee shall fulfil the following conditions in the absence <strong>of</strong> which they cannot<br />
be considered valid: -<br />
1. Bank Guarantee shall be executed on non- judicial stamp paper <strong>of</strong> applicable value<br />
purchased in the name <strong>of</strong> the bank.<br />
2. Two persons should sign as witnesses mentioning their full name, designation, address<br />
and <strong>of</strong>fice seal (if any).<br />
3. The Executor (Bank Authorities) may mention the power <strong>of</strong> attorney No. and date <strong>of</strong><br />
execution in his/ her favour authorizing him/ her to CCOgn the document. The Power <strong>of</strong><br />
Attorney to be witnessed by two persons mentioning their full name and address.<br />
4. The Bank Guarantee should be executed by a Nationalised Bank/ Scheduled Commercial<br />
Bank only.<br />
5. Non – Judicial stamp paper shall be used within 6 months from the date <strong>of</strong> Purchase <strong>of</strong> the<br />
same. Bank Guarantee executed on the non-judicial stamp paper after 6 (six) months <strong>of</strong><br />
the purchase <strong>of</strong> such stamp paper shall be treated as non-valid.<br />
6. The contents <strong>of</strong> Bank Guarantee shall be strictly as per <strong>for</strong>mat prescribed by RISL<br />
7. Each page <strong>of</strong> Bank Guarantee shall bear signature and seal <strong>of</strong> the Bank and B.G. number.<br />
8. All corrections, deletions etc. in the Bank Guarantee should be authenticated by signature<br />
<strong>of</strong> Bank Officials signing the Bank Guarantee.<br />
9. Bank should separately send through registered post/courier a certified copy <strong>of</strong> Bank<br />
Guarantee, mentioning Bid reference, Bid title and bidder name, directly to the Purchaser<br />
at the following address:<br />
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BANK GUARANTEE FORMAT – PERFORMANCE SECURITY (PBG)<br />
(To be stamped in aSirdance with Stamp Act and on a Stamp Paper purchased from <strong>Rajasthan</strong><br />
State only and to be issued by a Nationalised/ Scheduled bank having its branch at Jaipur and<br />
payable at par at Jaipur, <strong>Rajasthan</strong>)<br />
To,<br />
Managing Director,<br />
RajCOMP Info Services Ltd. (RISL),<br />
Jaipur.<br />
1. In consideration <strong>of</strong> the RajCOMP Info Services Ltd. (RISL) (hereinafter called "RISL")<br />
having agreed to exempt M/s ..........................(hereinafter called "the said Contractor(s)"<br />
from the demand, under the terms and conditions <strong>of</strong> an Agreement<br />
No..................................dated .....................made between the RISL through Director (T)<br />
and .......................(Contractor) <strong>for</strong> the work .................(hereinafter called "the said<br />
Agreement") <strong>of</strong> Security Deposit <strong>for</strong> the due fulfillment by the said Contractor (s) <strong>of</strong> the<br />
terms and conditions contained in the said Agreement, on production <strong>of</strong> a Bank Guarantee<br />
<strong>for</strong> Rs...................(rupees ........................................only), we ...................(indicate the name<br />
<strong>of</strong> the Bank), (hereinafter referred to as "the Bank") at the request <strong>of</strong><br />
..................Contractor(s) do hereby undertake to pay to the RISL an amount not exceeding<br />
Rs...................(Rupees..................................only) on demand.<br />
2. We................. (Indicate the name <strong>of</strong> Bank), do hereby undertake to pay Rs....................<br />
(Rupees............................only), the amounts due and payable under this guarantee without<br />
any demur or delay, merely on a demand from the RISL. Any such demand made on the<br />
bank by the RISL shall be conclusive as regards the amount due and payable by the Bank<br />
under this guarantee. The Bank Guarantee shall be completely at the disposal <strong>of</strong> the RISL<br />
and We....................... (Indicate the name <strong>of</strong> Bank), bound ourselves with all directions<br />
given by RISL regarding this Bank Guarantee. However, our liability under this guarantee<br />
shall be restricted to an amount not exceeding Rs...................... (Rupees....................only).<br />
3. We.......................(indicate the name <strong>of</strong> Bank), undertake to pay to the RISL any money so<br />
demanded notwithstanding any dispute or disputes raised by the contractor(s) in any suit<br />
or proceeding pending be<strong>for</strong>e any Court or Tribunal or Arbitrator etc. relating thereto, our<br />
liability under these presents being absolute, unequivocal and unconditional.<br />
4. We.....................(indicate the name <strong>of</strong> Bank) further agree that the per<strong>for</strong>mance guarantee<br />
herein contained shall remain in full <strong>for</strong>ce and effective up to and that it shall<br />
continue to be en<strong>for</strong>ceable <strong>for</strong> above specified period till all the dues <strong>of</strong> RISL under or by<br />
virtue <strong>of</strong> the said Agreement have been fully paid and its claims satisfied or discharged or<br />
till the RISL certifies that the terms and conditions <strong>of</strong> the said Agreement have been fully<br />
and properly carried out by the said Contractor(s) and aSirdingly discharges this guarantee.<br />
5. We ...........................(indicate the name <strong>of</strong> Bank) further agree with the RISL that the RISL<br />
shall have the fullest liberty without our consent and without affecting in any manner our<br />
obligations hereunder to vary any <strong>of</strong> the terms and conditions <strong>of</strong> the said Agreement or to<br />
extend time <strong>of</strong> per<strong>for</strong>mance by the said Contractor(s) from time to time or to postpone <strong>for</strong><br />
any time or from time to time any <strong>of</strong> the powers exercisable by the RISL against the said<br />
Contractor(s) and to <strong>for</strong>bear or en<strong>for</strong>ce any <strong>of</strong> the terms and conditions relating to the said<br />
Agreement and we shall not be relieved from our liability by reason <strong>of</strong> any such variation,<br />
or extension being granted to the said Contractor(s) or <strong>for</strong> any <strong>for</strong>bearance, act or omission<br />
on the part <strong>of</strong> the RISL or any indulgence by the RISL to the said Contractor(s) or by any<br />
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such matter or thing whatsoever which shall but <strong>for</strong> this provision, have effect <strong>of</strong> so<br />
relieving us.<br />
6. The liability <strong>of</strong> us ............................. (indicate the name <strong>of</strong> Bank), under this guarantee will<br />
not be discharged due to the change in the constitution <strong>of</strong> the Bank or the contractor(s).<br />
7. We .............................. (indicate the name <strong>of</strong> Bank), lastly undertake not to revoke this<br />
guarantee except with the previous consent <strong>of</strong> the RISL in writing.<br />
8. This per<strong>for</strong>mance Guarantee shall remain valid and in full effect, until it is decided to be<br />
discharged by the RISL. Notwithstanding anything mentioned above, our liability against<br />
this guarantee is restricted to Rs........................... (Rupees..............................only).<br />
9. It shall not be necessary <strong>for</strong> the RISL to proceed against the contractor be<strong>for</strong>e proceeding<br />
against the Bank and the guarantee herein contained shall be en<strong>for</strong>ceable against the Bank<br />
notwithstanding any security which the RISL may have obtained or obtain from the<br />
contractor.<br />
10. We .............................. (indicate the name <strong>of</strong> Bank) verify that we have a branch at Jaipur.<br />
We undertake that this Bank Guarantee shall be payable at any <strong>of</strong> its branch at Jaipur. If<br />
the last day <strong>of</strong> expiry <strong>of</strong> Bank Guarantee happens to be a holiday <strong>of</strong> the Bank, the Bank<br />
Guarantee shall expire on the close <strong>of</strong> the next working day.<br />
11. We hereby confirm that we have the power(s) to issue this guarantee in your favor under<br />
the memorandum and articles <strong>of</strong> Association/constitution <strong>of</strong> our bank and the undersigned<br />
is/are the recipient <strong>of</strong> authority by express delegation <strong>of</strong> power(s) and has/have full<br />
power(s) to execute this guarantee <strong>for</strong> the power <strong>of</strong> attorney issued by the bank.<br />
Dated..........................day <strong>of</strong>....................For and on behalf <strong>of</strong> the (indicate the Bank)<br />
Signature<br />
(Name & Designation)<br />
Bank's Seal<br />
The above per<strong>for</strong>mance Guarantee is accepted by the RISL<br />
For and on behalf <strong>of</strong> the RISL<br />
Signature<br />
(Name & Designation)<br />
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ANNEXURE-18: DRAFT AGREEMENT FORMAT<br />
{to be mutually signed by bidder and tendering authority}<br />
An agreement made this______ (enter date <strong>of</strong> Agreement)__between__(enter your firm’s<br />
name & address)__(hereinafter called "the approved supplier", which expression shall, where<br />
the context so admits, be deemed to include his heirs, successors, executors and<br />
administrators <strong>of</strong> the one part and the RISL which expression shall, where the context so<br />
admits, be deemed to include his successors in <strong>of</strong>fice and assigns <strong>of</strong> the other part.<br />
Whereas the approved supplier has agreed with the RISL to supply to the Managing Director,<br />
RISL, Yojana Bhawan, C-Scheme, Jaipur, <strong>Rajasthan</strong> on behalf <strong>of</strong> (enter name <strong>of</strong> client<br />
organisation) to its various Offices as well as at its branch <strong>of</strong>fices throughout <strong>Rajasthan</strong>, all<br />
those articles set <strong>for</strong>th in our Work Order No. _________ Dated __________ appended<br />
hereto in the manner set <strong>for</strong>th in the conditions <strong>of</strong> the bidding document and contract<br />
appended herewith and at the rates set <strong>for</strong>th in the said order.<br />
And whereas the approved supplier has deposited a sum <strong>of</strong> Rs._____________ in the <strong>for</strong>m<br />
<strong>of</strong>: -<br />
a) Cash/ Bank Draft No./ Banker Cheque/ Bank Guarantee<br />
No.____________________ dated._________ valid upto _____________.<br />
b) Post Officer Savings Bank Pass Book duly hypothecated to the Departmental authority.<br />
c) National Savings Certificates / Defence Savings Certificates / Kisan Vikas Patras or any<br />
other script / instrument under National Saving Schemes <strong>for</strong> promotion <strong>of</strong> Small<br />
Savings, if the same can be pledged under the relevant rule. (The certificates being<br />
accepted at surrender value) as security <strong>for</strong> the due per<strong>for</strong>mance <strong>of</strong> the a<strong>for</strong>esaid<br />
agreement which has been <strong>for</strong>mally transferred to RISL.<br />
Now these Presents witness:<br />
1) In consideration <strong>of</strong> the payment to be made by the RISL through cheque/ DD at the<br />
rates set <strong>for</strong>th in the Work Order hereto appended the approved supplier will duly<br />
supply the said articles set <strong>for</strong>th in our Work Order No.___________ dated<br />
___/___/20___ there<strong>of</strong> in the manner set <strong>for</strong>th in the NIT, <strong>Tender</strong> Form, Instructions<br />
to Bidders, Terms <strong>of</strong> Reference, General and Special Conditions <strong>of</strong> the <strong>Tender</strong> and<br />
Contract, Technical Bid and Financial Bid along with their enclosures.<br />
2) The NIT, <strong>Tender</strong> Form, Scope <strong>of</strong> Work, General and Special Terms & Conditions <strong>of</strong> the<br />
<strong>Tender</strong> and Contract, Technical Bid and Financial Bid along with their enclosures<br />
enclosed with the <strong>Tender</strong> Notice No._____ dated.___/___/20___ and also appended<br />
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to this agreement will be deemed to be taken as part <strong>of</strong> this agreement and are binding<br />
on the parties executing this agreement.<br />
3) Letter Nos._______________ dated __________ received from {bidder} and<br />
letter Nos. _____________ Dated ____________ issued by the RISL and<br />
appended to this agreement shall also <strong>for</strong>m part <strong>of</strong> this agreement.<br />
4) The RISL do hereby agree that if the approved supplier shall duly supply the said<br />
articles in the manner a<strong>for</strong>esaid observe and keep the said terms and conditions,<br />
the RISL will through cheque/ DD pay or cause to be paid to the approved supplier at<br />
the time and the manner set <strong>for</strong>th in the said conditions, the amount payable <strong>for</strong> each<br />
and every consignment.<br />
5) The mode <strong>of</strong> payment will be as specified in this bidding document/ work order.<br />
The prescribed scope <strong>of</strong> work/ requirement <strong>of</strong> services and deployment <strong>of</strong> technical resources<br />
shall be effected and completed within the period as specified in the Work Order.<br />
In case <strong>of</strong> extension in the delivery and/ or installation period/ completion period with<br />
liquidated damages, the recovery shall be made on the basis <strong>of</strong> following percentages <strong>of</strong> value<br />
<strong>of</strong> stores/ works which the bidder has failed to supply or complete the work.<br />
Delay in Go-Live: In case <strong>of</strong> delay in go-live beyond the timeline specified in Para 4.1.1.2,<br />
liquidated damages shall be applicable on Capital expenditure plus one equated quarterly<br />
payment <strong>for</strong> operating expenditure<br />
Condition LD %<br />
Delay <strong>of</strong> more than one month <strong>of</strong> the prescribed timeline <strong>of</strong> Go-live 2.5 %<br />
Delay <strong>of</strong> more than two months <strong>of</strong> the prescribed timeline <strong>of</strong> Go-live 5.0 %<br />
Delay <strong>of</strong> more than three month <strong>of</strong> the prescribed timeline <strong>of</strong> Go-live 7.5 %<br />
Delay <strong>of</strong> more than four months <strong>of</strong> the prescribed timeline <strong>of</strong> Go-live 10.0 %<br />
a) Fraction <strong>of</strong> a day in reckoning period <strong>of</strong> delay in supplies, successful installation and completion<br />
<strong>of</strong> work shall be eliminated if it is less than half a day.<br />
b) The maximum amount <strong>of</strong> liquidated damages shall be 10% <strong>of</strong> Capital Expenditure plus one<br />
equated quarterly payment<br />
c) If the supplier requires an extension <strong>of</strong> time in completion <strong>of</strong> contractual supply on account <strong>of</strong><br />
occurrence <strong>of</strong> any hindrances, he shall apply in writing to the authority which had placed the<br />
supply order, <strong>for</strong> the same immediately on occurrence <strong>of</strong> the hindrance but not after the<br />
stipulated date <strong>of</strong> completion <strong>of</strong> supply.<br />
Delivery period may be extended with or without liquidated damages if the delay in the supply<br />
<strong>of</strong> goods in on account <strong>of</strong> hindrances beyond the control <strong>of</strong> the bidder.<br />
Warranty/ Services shall be provided by the bidder as per terms and conditions <strong>of</strong> the<br />
Contract.<br />
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All disputes arising out <strong>of</strong> this agreement and all questions relating to the interpretation <strong>of</strong><br />
this agreement shall be decided by the RISL and the decision <strong>of</strong> the RISL shall be final.<br />
In witness where<strong>of</strong> the parties hereto have set their hands on the _____ day <strong>of</strong>_____ (Year).<br />
Signature <strong>of</strong> the Approved<br />
supplier/ bidder<br />
Signature <strong>for</strong> and on behalf <strong>of</strong><br />
MD, RISL<br />
Designation:<br />
Date:<br />
Designation:<br />
Date:<br />
Witness No.1<br />
Witness No.2<br />
Witness No.1<br />
Witness No.2<br />
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ANNEXURE 19- REQUIREMENTS COMPLIANCE SHEET<br />
I. Compliance <strong>for</strong> Hardware Items<br />
The compliance <strong>for</strong> hardware items is required <strong>for</strong> all items mentioned under hardware in<br />
Annexure 3 (Bill <strong>of</strong> Materials) <strong>of</strong> this <strong>RFP</strong>.<br />
Description<br />
Components Specifications Compliance<br />
(Y/N)<br />
Processor/<br />
CPU<br />
Chipset<br />
RAM / Main<br />
Memory<br />
Min. 2 x Intel Xeon E7 2803 (Six Core) 1.73 GHz<br />
processors with 18MB cache, 64bit technology or higher<br />
Intel 7500 Chipset or better<br />
Minimum 128GB <strong>of</strong> PC3 10600 Registered ECC DDR 3<br />
RAM upgradeable upto 256GB<br />
Hard<br />
capacity<br />
type<br />
Disk<br />
&<br />
Min. 3 x 200 GB SFF Enterprise class SSD<br />
RAID<br />
Controller<br />
Network<br />
Interface<br />
Ports<br />
Graphics<br />
SAN<br />
Connectivity<br />
& HBA<br />
Compatible RAID Controller with 512 MB Cache <strong>for</strong> SSD<br />
and to be configured with RAID 5<br />
Minimum 2 x Gigabit Full-Duplex Ethernet ports W/TCP<br />
IP <strong>of</strong>fload Engine & Wake On LAN feature<br />
Ports <strong>for</strong> Keyboard & Mouse, Min. 2 USB Ports, 1 Remote<br />
Management Port<br />
Integrated standard graphics controller<br />
2 x 8 Gbps FC HBA PCI-X/PCI-e based required to<br />
configure redundant SAN adapters.<br />
Form Factor Rack Mountable (note more than 4U)<br />
Free Slots<br />
Removable<br />
Min. 2 Free 64 bit PCI-Express Slots (after populating all<br />
the cards)<br />
Internal IDE/ SCSI DVD-ROM Drive<br />
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Drive<br />
Operating<br />
System<br />
64-bit Micros<strong>of</strong>t® Windows Server 2012 Enterprise<br />
Edition / Red Hat® Enterprise Linux 6.3 licenses with<br />
update, patches, OEM support pack valid <strong>for</strong> project<br />
period<br />
Power supply Redundant Hot-Swappable Voltage-sensing power<br />
supplies and Variable-speed Fans<br />
Certification<br />
Server<br />
Management<br />
OEM ISO 9001 Manufacturer, UL, FCC, RoHS and<br />
should be certified on the supplied OS Version<br />
Dedicated Hardware Controller based Management<br />
along with OEM Server management s<strong>of</strong>tware<br />
II. Compliance <strong>for</strong> S<strong>of</strong>tware Items<br />
The compliance <strong>for</strong> s<strong>of</strong>tware items is required <strong>for</strong> all items mentioned under S<strong>of</strong>tware in<br />
Annexure 3 (Bill <strong>of</strong> Materials) <strong>of</strong> this <strong>RFP</strong><br />
1) Compliance to S<strong>of</strong>tware Items<br />
Description<br />
S<strong>of</strong>tware<br />
Name<br />
EMS-Client<br />
server<br />
Specifications<br />
CA Willy- 9.2.6.0/CA ITCM - r12.5.0.0<br />
Compliance(<br />
Y/N)<br />
Back<br />
Storage<br />
Manager<br />
Up-<br />
IBM Tivoli storage manager- client <strong>for</strong> server 5.5<br />
Antivirus-<br />
Client server<br />
Symntec endpoint protection client <strong>for</strong> server 11.2<br />
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2) Compliance to Functional Requirements (To be given by the OEM)<br />
a) Customer Relationship Management-<br />
S.<br />
No.<br />
Functional Requirements –CRM(Customer Relationship<br />
Management)<br />
1. It should be integrated with IVR, ACD, other existing applications like<br />
e-sugam (as and when required), portal (provided by CCO to be<br />
accessed by department users), email server, SMS server to provide<br />
360 degree view <strong>of</strong> caller.<br />
2. It should be Rules-based – allowing the application to be modified to<br />
meet the changing needs.<br />
3. It should be secured with single sign-on facility. The application<br />
should be configured to allow agents to login into all applications<br />
(currently only e-sugam) automatically without re-entering<br />
username/password into these applications.<br />
4. It should provide a 360 Degree view <strong>of</strong> caller in<strong>for</strong>mation to make<br />
<strong>CCC</strong> user more in<strong>for</strong>mative about caller /caller including call routing,<br />
service request status, caller contact in<strong>for</strong>mation.<br />
5. It should allow agent to capture the basic in<strong>for</strong>mation <strong>for</strong><br />
in<strong>for</strong>mational services including but not limited to:-<br />
j) Name<br />
k) Sex<br />
l) Phone/mobile number<br />
m) Address<br />
n) Reason <strong>for</strong> contact<br />
o) Query details<br />
p) Date<br />
q) Department Name<br />
r) Assigned to<br />
6. It should be integrated with <strong>CCC</strong> database which will store the caller's<br />
in<strong>for</strong>mation.<br />
7. CRM should support the content management containing scripts and<br />
FAQ's <strong>for</strong> in<strong>for</strong>mational services. It should also provide a search<br />
facility to the agent to search query in the maintained FAQ's.<br />
8. CRM should provide access to update the FAQ's periodically.<br />
Compliance<br />
(Y/N)<br />
9. It should support to record all new queries asked by callers.<br />
10. Customer Relationship Management must generate a Unique Service<br />
request Number that shall be provided to the caller. This Unique<br />
Service request should be so designed to ensure its uniqueness across<br />
the complete solution.<br />
11. When a new query record is created, an e-mail/sms can be<br />
automatically sent to the caller confirming that a new case record has<br />
been created with a unique service request number, name <strong>of</strong> the caller<br />
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S.<br />
No.<br />
Functional Requirements –CRM(Customer Relationship<br />
Management)<br />
and query name with query status.<br />
Compliance<br />
(Y/N)<br />
12. CRM should support SMS/email facility on the change in the status<br />
(open, pending, closed etc) <strong>of</strong> the query <strong>of</strong> the caller. A SMS should be<br />
send to the caller with the service request no, name <strong>of</strong> the caller,<br />
query name with query status.<br />
13. The Agent must have facility to mark calls as call back on a certain<br />
date & time etc with his specific remarks in detail in CRM. System<br />
should in<strong>for</strong>m the agent(who is free <strong>for</strong> follow-up) <strong>for</strong> call back on<br />
reminder date and time.<br />
14. It should allow the system to provide the status <strong>of</strong> the query to the<br />
caller through voice and/or SMS (in response to customer’s SMS)<br />
15. When new case (queries) records are created, they can be<br />
automatically assigned to the appropriate person using predefined<br />
assignment rules. When cases(queries) are assigned to someone, this<br />
person can be automatically notified <strong>of</strong> the case via e-mail.<br />
16. CRM should support workflow engine which will help in<br />
implementation <strong>of</strong> case management activities. Based on workflow,<br />
case records can be automatically assigned to a work queue (using<br />
predefined assignment rules)<br />
17. CRM should automatically notify via email about the escalated case to<br />
all <strong>of</strong> the people who comes under escalation rules.<br />
18. CRM should support the escalation rules applies <strong>for</strong> non-closure <strong>of</strong><br />
query<br />
within a certain period <strong>of</strong> time<br />
19. It should support case escalation rules can be defined that will control<br />
the automatic escalation <strong>of</strong> a case when specified conditions are met<br />
20. It should support a configurable case "status" data field which is used<br />
to track the status <strong>of</strong> each case(e.g., new, escalated, on-hold, closed,<br />
etc)<br />
21. CRM should support a case record which is created or updated, a<br />
history record (<strong>of</strong> the change) is automatically created and associated<br />
with the case<br />
22. It should allow agent to close the call by changing the status <strong>of</strong> service<br />
request to "Closed". System should automatically send an email/SMS<br />
to caller and email to the concerned department about the closure <strong>of</strong><br />
the query.<br />
23. When Agent makes the call to in<strong>for</strong>m caller about the query, all the<br />
caller details will be available on his screen like Caller name, service<br />
request no, status, query, date & time <strong>of</strong> query etc in CRM.<br />
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S.<br />
No.<br />
Functional Requirements –CRM(Customer Relationship<br />
Management)<br />
24. It should allow search feature to search the query by its service<br />
request number, name <strong>of</strong> caller, mobile/phone number.<br />
25. CRM should support mass email/SMS facility that can be used to<br />
send out responses to many people encountering the same problem.<br />
26. It should support <strong>for</strong> "call back" option in the event <strong>of</strong> long call<br />
waiting.<br />
27. It should define automatic routing and escalation (routing to a<br />
supervisor) <strong>of</strong> a work item as a result <strong>of</strong> a trigger activating.<br />
28. It should have ability <strong>for</strong> screen customization to reflect agent<br />
preferences or specific service requirements. Agents should be able to<br />
select the categories they want on their personal screen(s) – such as<br />
task and service in<strong>for</strong>mation – as well as filters to be used – such as<br />
“show all service requests”, "overdue service request" “just open<br />
service requests,” and “just service requests submitted in the last 7<br />
days.”<br />
29. It should support the document management which will send the<br />
documentation to the caller in the <strong>for</strong>m <strong>of</strong> existing <strong>Government</strong><br />
documents, email, custom letters etc.<br />
30. CRM should support all the templates email, SMS, government <strong>for</strong>ms<br />
that are maintained in the document management system.<br />
31. It should support Alert mechanism. Whether the alerts are posted<br />
through an e-mail or SMS system, shown as a pop-up window or<br />
created and routed as a special work item.<br />
32. It should support the audit trail <strong>of</strong> the alerts that are triggered along<br />
the process.<br />
33. It should support integration <strong>of</strong> line <strong>of</strong> business applications with<br />
CRM application<br />
34. It should provide comprehensive tracking <strong>of</strong> caller interaction and<br />
agents activities.<br />
35. The application must be configured to support more than one active<br />
session <strong>for</strong> a call center user so as to support more than one<br />
concurrent caller at a given time during escalation.<br />
36. It should support the work<strong>for</strong>ce management. It should be able to<br />
<strong>for</strong>ecast the volumes <strong>of</strong> staff requirements by using such service<br />
standards as the grade <strong>of</strong> service, average waiting times and the<br />
average time needed to handle each customer contact, including wrap<br />
activities.<br />
37. System should have an authentication mechanism be<strong>for</strong>e grievance<br />
status details are shared with the caller.<br />
Compliance<br />
(Y/N)<br />
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S.<br />
No.<br />
Functional Requirements –CRM(Customer Relationship<br />
Management)<br />
38. Unique user id and password should be provided to the designated<br />
<strong>of</strong>ficers <strong>of</strong> Purchaser.<br />
39. Content management should be integrated with CRM and maintain<br />
call centre procedures.<br />
40. CRM system should support auxiliary codes to enable call centre<br />
agents to indicate their current mode <strong>of</strong> operation (i.e.<br />
Available/Unavailable/Wrapping Up/At Lunch, etc…) and the same<br />
must be reflected in the reporting tool.<br />
41. Agent should be able to access the e-sugam via same desktop from<br />
which it is logging call <strong>for</strong> in<strong>for</strong>mational services.<br />
42. All logged tickets/ calls should follow the escalation mechanism<br />
defined in the standard operating procedure<br />
43. System databases will be used to manage caller account and other<br />
in<strong>for</strong>mation, which will be used to collect, track, and report caller<br />
service requests and service delivery.<br />
Compliance<br />
(Y/N)<br />
b) Computer Telephony Integration and Automatic Call Distributor<br />
Computer Telephony Integration<br />
S.<br />
No.<br />
Functional Requirements –CTI(Computer Telephony<br />
Integration)<br />
1. It should be able to link ACD, IVR, call recording etc. to<br />
in<strong>for</strong>mation held on a CRM database about the inbound caller.<br />
2. It should be able to support the following in<strong>for</strong>mation messages<br />
and options that are relayed to voice callers while they are waiting<br />
in queues or put on hold by the contact centre agent, including but<br />
not limited to:<br />
d) Marketing messages(Later Stages <strong>of</strong> <strong>CCC</strong> implementation)<br />
e) Music<br />
f) Specific message after configurable time (i.e. Voice Mail)<br />
3. It should transfer relevant in<strong>for</strong>mation about the individual caller<br />
and the IVR dialog from the IVR to the agent desktop using<br />
a screen pop based on CLI(Caller Line Identification)/ANI<br />
(Automatic Number Integration)/DNIS (Dialled Number<br />
identification sequence) when caller got connected.<br />
Compliance<br />
(Y/N)<br />
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S.<br />
No.<br />
Functional Requirements –CTI(Computer Telephony<br />
Integration)<br />
4. It should be suitably integrated with CRM and other<br />
communication media (phone/email/SMS) to send/receive data<br />
which needs to be populated on agent screen and must also update<br />
the IVRS usage details into the CRM as the caller traverses through<br />
the IVRS and reaches the agent.<br />
5. CTI should per<strong>for</strong>m following functions including but not limited<br />
to:-<br />
h) It indicates that the call has entered the setup phase.<br />
i) Call is conCCOdered as delivered when the call starts<br />
ringing<br />
j) Call establishes when call is answered.<br />
k) Call is cleared when the voice connection is terminated.<br />
l) Call is completely ended when the logical call appearance<br />
(including call data) is complete.<br />
m) Under call tranCCOtions, call can be moved from the active<br />
to held state or the call is removed from hold.<br />
n) Call can be transferred to another agent or other call centre<br />
Compliance<br />
(Y/N)<br />
Automatic Call Distributor<br />
S.<br />
No.<br />
Functional Requirements –ACD(Automatic Call<br />
Distributor)<br />
1. ACD should provide the capability <strong>of</strong> combining data with IVRS<br />
menu system that can be intelligently route calls requesting further<br />
assistance.<br />
2. It should be able to put caller on hold if no agent is available and<br />
keeping caller in<strong>for</strong>med about the status <strong>of</strong> the call. Also support<br />
relying messages (as defined by the Purchaser) during the hold<br />
period.<br />
3. It should be designed such that it can handle high volumes <strong>of</strong> calls<br />
efficiently.<br />
4. It should follow call routing to the agents with following features. It<br />
should follow at least one <strong>of</strong> the feature mentioned below:<br />
d) With 'Least Recent' - the extenCCOon that received a call the<br />
longest time ago will be on the top <strong>of</strong> the list<br />
e) With 'Fewest Calls' - the extenCCOon that received the least<br />
number <strong>of</strong> calls will be on the top <strong>of</strong> the List<br />
Compliance<br />
(Y/N)<br />
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S.<br />
No.<br />
Functional Requirements –ACD(Automatic Call<br />
Distributor)<br />
f) Random Selection-Routing to the agents with first agent picks<br />
the call, it will be closed <strong>for</strong> the other agents.<br />
5. It should allow call centre agents to be members <strong>of</strong> multiple ACD<br />
groups. Each agent should have unique identification.<br />
6. It should be able to transfer call to another agent with call data<br />
attached.<br />
7. It should support routing <strong>for</strong> emails received on the Contact Center<br />
email account<br />
8. It should allow call centre agent to transfer the call to other call<br />
centre.<br />
9. During later stages <strong>of</strong> <strong>CCC</strong> implementation, it should provide skill<br />
based routing <strong>of</strong> the calls to the agents based on the skills.<br />
10. During later stages <strong>of</strong> <strong>CCC</strong> implementation , system should allow<br />
agents to log in to multiple skills with different levels <strong>of</strong> priorities<br />
<strong>for</strong> the Skills.<br />
Compliance<br />
(Y/N)<br />
c) Interactive Voice Response System-<br />
S.<br />
No.<br />
Functional Requirements – IVRS(Interactive Voice<br />
Response System)<br />
1. When a call lands on the <strong>CCC</strong> system, the caller should be greeted<br />
with a pre-recorded welcome note in Hindi language.<br />
2. It should support voice and DTMF (touch tone shortcuts that can<br />
be used in sequence) signalling based menu service. Caller can<br />
access the in<strong>for</strong>mation more quickly or opt to talk to agent, without<br />
having to "drill down" through the menu structure with every call.<br />
Compliance<br />
(Y/N)<br />
3. It should support English (Indian) Language<br />
4. It should support Hindi Language<br />
5. It should change the IVR route based on the language selected<br />
6. There should be an option available to the caller to opt <strong>for</strong> talking<br />
to agent by pressing pre-defined digit any time during the IVRS<br />
announcements (For first 2 months , after selecting language the<br />
call should be routed to the agent. Later on as per need, there<br />
should be expansion in IVR tree)<br />
7. It should be able to identify a caller(new - with phone number and<br />
existing caller with name and phone number) using CLI(Caller<br />
Line Identification),/ANI (Automatic Number Integration)/DNIS<br />
(Dialled Number identification sequence)<br />
8. It should identify the caller through CLI and pass on relevant<br />
RajComp Info Services Ltd. (RISL) 137
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S.<br />
No.<br />
Functional Requirements – IVRS(Interactive Voice<br />
Response System)<br />
in<strong>for</strong>mation to the screen pop up at agent’s desktop by seamless<br />
integrating with the Automatic Call Distribution/Computer<br />
telephony integration. For new caller, the screen pop up's at agent's<br />
desktop with only its mobile/phone number. For existing caller<br />
(present in <strong>CCC</strong> database), the screen pop up's at agent's desktop<br />
with name and mobile/phone number. For the existing caller, the<br />
agent should greet him with his name.<br />
9. It should ensure routing accuracy as per design. It should allow<br />
transfer to agent anytime during the Interactive Voice Response<br />
System announcement.<br />
10. It should retrieve agent availability from Automatic Call<br />
Distribution and announce to the caller the expected wait time to<br />
talk to an available agent.<br />
11. It should support audio-text <strong>for</strong> playback <strong>of</strong> music, regulations,<br />
procedures, social messages ( to be decided by Purchaser during<br />
Implementation phase <strong>of</strong> the project) as per the IVR Call Flow &<br />
Call Tree.<br />
12. The caller can be given the option to wait in the queue or request a<br />
callback<br />
Compliance<br />
(Y/N)<br />
13. It should include Automatic Speech Recognition (ASR) facility and should<br />
be able to recognize both Indian English and Hindi Languages<br />
14. It should also include Text to Speech (TTS) facility and should include<br />
audio generation <strong>for</strong> both Indian English and Hindi Languages.<br />
15. IVRS, ASR and TTS should support at least MRCP protocol version 1.0<br />
(based on RTSP/ SIP)<br />
16. All the IVRS ports should be speech recognition enabled from day one.<br />
17. After pilot phase, it should have ability to add multiple marketing<br />
messages on the IVR system<br />
18. After pilot phase ,it should allow users to schedule different<br />
marketing messages in specific dates and <strong>for</strong> a specific period.<br />
19. There shall be a provision <strong>of</strong> scalability <strong>of</strong> IVRS so that over a<br />
period <strong>of</strong><br />
time it will take care <strong>of</strong> maximum functionalities <strong>of</strong> the Call Centre<br />
(feasible<br />
through IVRS) under this Project. Features <strong>of</strong> scalability will be<br />
finalized during<br />
Implementation Phase <strong>of</strong> the Project.<br />
20. There should be adequate number <strong>of</strong> IVR ports to ensure that all<br />
calls meant <strong>for</strong> <strong>CCC</strong> are able to reach there.<br />
21. The delivery <strong>of</strong> In<strong>for</strong>mational and Transactional services through<br />
RajComp Info Services Ltd. (RISL) 138
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S.<br />
No.<br />
Functional Requirements – IVRS(Interactive Voice<br />
Response System)<br />
IVRS mode shall be provisioned during the later stages <strong>of</strong> the <strong>CCC</strong><br />
implementation, if the back-end IT infrastructure at the State level<br />
can support.<br />
Compliance<br />
(Y/N)<br />
d) Recording Solution-<br />
S.<br />
No.<br />
Functional Requirements –Recording solution<br />
1. The system should record voice conversation between call centre<br />
agent and caller at the time <strong>of</strong> documenting request, department<br />
<strong>of</strong>ficial and call centre agent at the time <strong>of</strong> resolving query and map<br />
it to unique Service Request Number. The Call Centre should have<br />
facility to record, replay and monitor all calls <strong>for</strong> a period <strong>of</strong> 180<br />
days. This should capture at least the following in<strong>for</strong>mation:<br />
i. Date<br />
j. Time<br />
k. Call Duration<br />
l. Agent ID<br />
m. Caller Number<br />
n. Service Request Number<br />
o. Number Dialed <strong>for</strong> Outbound Calls<br />
p. Inbound/Outbound Identifier - System Generated<br />
Compliance<br />
(Y/N)<br />
2. The agent ID and call record should be linked to the recorded<br />
query. The recorded query can be viewed by agent but cannot be<br />
modified.<br />
3. The system should also record the outbound communication <strong>of</strong> call<br />
centre agent and the caller at the time <strong>of</strong> providing answer to<br />
unresolved query.<br />
4. It should provide search facility with following in<strong>for</strong>mation:-<br />
h. Date<br />
i. Time<br />
j. Call Duration<br />
k. Agent ID<br />
l. Caller Number<br />
m. Service Request Number<br />
n. Number Dialed <strong>for</strong> Outbound Calls<br />
5. Basic in<strong>for</strong>mation about every caller should be recorded and stored<br />
in a database by the agent. This database shall be updated every<br />
time a new caller calls up.<br />
e) Management In<strong>for</strong>mation System (MIS)-<br />
RajComp Info Services Ltd. (RISL) 139
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S.<br />
No.<br />
Functional Requirements –MIS(Management In<strong>for</strong>mation<br />
System)<br />
1. MIS should generate reports based on:-<br />
Compliance<br />
(Y/N)<br />
e) Type <strong>of</strong> queries/grievances<br />
f) Department wise<br />
g) District wise/Block wise<br />
h) Repeat Request/Complaints<br />
2. It should generate different types <strong>of</strong> reports on Number <strong>of</strong> calls:-<br />
e. Total Number <strong>of</strong> Calls- Inbound and Outbound<br />
f. Number <strong>of</strong> Calls Diverted to Call Center Agents from IVR<br />
g. Number <strong>of</strong> calls dropped on the IVR stage<br />
h. Number <strong>of</strong> calls transferred to other Call centre<br />
3. It should generate Queue analysis reports. The below mentioned<br />
queue analysis list is including but not limited to:-<br />
e. Number <strong>of</strong> Waiting Calls<br />
f. Average Call Time<br />
g. Average Waiting Time<br />
h. Abandoned Calls<br />
4. It should generate Agent reports (Summary <strong>for</strong> All the Agents, and<br />
Detailed by each agent):<br />
o. Login & Logout Time<br />
p. Average Speed <strong>of</strong> Answer Time<br />
q. Average Talk Time<br />
r. Average Handling Time<br />
s. Average Hold Time<br />
t. Average Wrap up time<br />
u. Number <strong>of</strong> Dropped Calls be<strong>for</strong>e Pickup<br />
v. Number <strong>of</strong> Dropped Calls after Pickup<br />
w. Idle Time<br />
x. Time Agent is Ready<br />
y. Outbound Calls - Destination Numbers & Duration<br />
z. Number <strong>of</strong> Emails Received<br />
aa. Number <strong>of</strong> Call Backs<br />
bb. No answer<br />
5. It should also be capable <strong>of</strong> generating customized reports/ MIS<br />
including graphical reports as per Purchaser’s requirement;<br />
Reports should also be available in web-enabled <strong>for</strong>mat & should<br />
be configurable to be mailed to a defined mailing list.<br />
6. It should provide flexible report <strong>for</strong>mats, in xls, txt or any other<br />
user-friendly structure including graphics from time to time.<br />
7. Standard reports(like IVRS,ACD etc) should be generated on<br />
hourly, daily, weekly, monthly, quarterly, half yearly and yearly.<br />
8. It should be integrated with portal (provided by CCO) which<br />
provides access to designated <strong>of</strong>ficers <strong>of</strong> purchaser <strong>for</strong> report<br />
RajComp Info Services Ltd. (RISL) 140
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S.<br />
No.<br />
Functional Requirements –MIS(Management In<strong>for</strong>mation<br />
System)<br />
generation.<br />
Compliance<br />
(Y/N)<br />
Compliance to Non-Functional requirements (to be given by the CCO)<br />
m) User Access Management<br />
S.<br />
No.<br />
Non-Functional Requirements-User Access Management<br />
1. It should provide access to functions within modules restricted to<br />
Compliance<br />
(Y/N)<br />
authorized users.<br />
2. It should provide logging by unique user id and password.<br />
3. Users access should be restricted to different levels as program,<br />
module, transaction, etc<br />
4. System should notify security administrator <strong>of</strong> unauthorized access<br />
or attempted access and record in a log with reporting<br />
5. System should provide multilevel security at agent, supervisors,<br />
administrator level<br />
6. System should allow <strong>for</strong> administration <strong>of</strong> system users including:<br />
d) Add new users<br />
e) Delete existing users<br />
f) Modify user pr<strong>of</strong>ile and preferences (standard phrases,<br />
vacation mode)<br />
7. System should allow <strong>for</strong> administration <strong>of</strong> content<br />
(categories/response templates) including:<br />
d) Add new categories/response templates<br />
e) Delete categories/response templates<br />
f) Modify categories/response templates (text)<br />
8. System should allow <strong>for</strong> administration <strong>of</strong> e-mail processing<br />
(queues/rules) including:<br />
d) Add new rules to properly route and categorize messages<br />
e) Add new queues as organizational structure changes<br />
f) Change dynamics <strong>of</strong> queues as needed (i.e. timeout<br />
parameters, escalation, assigned users, queue priority)<br />
9. Supervisors, administrators and other appropriate<br />
persons(participating departments <strong>of</strong>ficial) can be set up with the<br />
s<strong>of</strong>tware needed to run reports<br />
10. System should be able to support role based access control<br />
11. The solution should have the ability to provide multi-level access<br />
RajComp Info Services Ltd. (RISL) 141
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S.<br />
No.<br />
Non-Functional Requirements-User Access Management<br />
management. The following should be provided:-<br />
User identification;<br />
Limitation <strong>of</strong> user rights to per<strong>for</strong>m operations;<br />
Data confidentiality provision;<br />
User actions audit and protocols<br />
Compliance<br />
(Y/N)<br />
12. The system should have the ability to provide user and user group<br />
authorization<br />
administration tool to assign security levels to functions and data,<br />
and allow the access by users / by groups with valid security level<br />
only<br />
13. The system should have the ability to assign activities to roles, and<br />
map roles to users<br />
14. Users should not be allowed to access the database directly<br />
15. System should allow providing access level security <strong>for</strong> reports at<br />
Field level - show / hide<br />
16. System should provide centralized repository <strong>of</strong> all identification<br />
and access control data<br />
17. System should have ability to provide access level security <strong>for</strong><br />
Entry <strong>for</strong>ms at Field level - allow, Read only, Hide<br />
18. It should support <strong>of</strong> LDAP (Lightweight Directory Access Protocol)<br />
to allow systems access to the directory<br />
n) Audit Trail<br />
S.<br />
No.<br />
Non-Functional Requirements-Audit Trail<br />
1. The system should allow archiving <strong>of</strong> queries which shall include<br />
Compliance<br />
(Y/N)<br />
both text and voice recording. Audit trail <strong>of</strong> archival with time and<br />
date stamp, will be automatically maintained by the system.<br />
2. The system should allow recovery <strong>of</strong> data in case <strong>of</strong> hardware failure<br />
and data corruption. It should be able to per<strong>for</strong>m recovery to a point<br />
<strong>of</strong> time, to known backup database.<br />
3. The system should ensure that the audit files are stored in uneditable<br />
<strong>for</strong>mats<br />
RajComp Info Services Ltd. (RISL) 142
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S.<br />
No.<br />
Non-Functional Requirements-Audit Trail<br />
4. The system should be capable <strong>of</strong> providing Audit Trail: Audit trail <strong>of</strong><br />
Compliance<br />
(Y/N)<br />
Time Stamp & User ID stamp <strong>for</strong> the following:-<br />
d) Service Name<br />
e) Status <strong>of</strong> the Query<br />
f) Caller Mobile Number<br />
5. The system should maintain audit trail <strong>of</strong> any update in the status <strong>of</strong><br />
the query.<br />
6. It should be possible to audit users at the <strong>for</strong>m level, user level and<br />
at the organizational role level<br />
7. Audit system should be centralized, secured and should provide<br />
detail insight in audit data (who did what, to what data and when)<br />
8. The system should en<strong>for</strong>ce separation <strong>of</strong> duties between auditors and<br />
administrator<br />
9. The system should provide direct access to the auditor's to view<br />
audit reports and should be able create custom reports<br />
10. The system should have the ability to identify users that have<br />
exploited access privileges, identify root causes <strong>of</strong> conflicts and be<br />
capable <strong>of</strong> interrogating the security log<br />
o) Security-<br />
S.<br />
No.<br />
Non-Functional Requirements –Security<br />
1. The system should be capable <strong>of</strong> providing Authorization by the<br />
Compliance<br />
(Y/N)<br />
User Name, User Role<br />
2. The system should be capable <strong>of</strong> providing One user multiple roles<br />
and vice versa<br />
3. The system should be capable <strong>of</strong> providing automatic timeout <strong>for</strong><br />
user (log out)<br />
4. The system should be able to allow definition <strong>of</strong> rules <strong>for</strong> password<br />
composition and password encryption.<br />
5. System should support configurable password policies including<br />
Password expiry<br />
RajComp Info Services Ltd. (RISL) 143
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S.<br />
No.<br />
Non-Functional Requirements –Security<br />
Password history and reuse policy<br />
Compliance<br />
(Y/N)<br />
6. Session limits must exist <strong>for</strong> the application. For each session type,<br />
there must be limits the maximum time length <strong>of</strong> an idle session<br />
7. System should allow proxy users. For example, an executive can<br />
designate an assistant as a proxy, allowing that assistant to create,<br />
edit transactions on behalf <strong>of</strong> that executive.<br />
The audit thereafter should state that the action was per<strong>for</strong>med by<br />
the proxy user on behalf <strong>of</strong> a particular user<br />
8. System should display an appropriate warning message upon user<br />
logon. The<br />
warning message need not include the following four general<br />
elements verbatim but must convey the same meaning:-<br />
d) Use <strong>of</strong> system constitutes the user's consent to monitoring.<br />
e) Use <strong>of</strong> system is limited to <strong>of</strong>ficial Login use only.<br />
f) Notice that this is a Login system<br />
9. The database should support role based access control, user based<br />
privileges<br />
10. The system should have the option to encrypt data be<strong>for</strong>e<br />
transferring over a network.<br />
11. The system should have the option to encrypt the data stored in the<br />
database<br />
12. There should be back up and recovery <strong>of</strong> the data<br />
p) Data Network -<br />
S.<br />
No.<br />
Non-Functional Requirements –Data Network<br />
1. System should provide Fail Safe Data Network to transport data,<br />
Compliance<br />
(Y/N)<br />
voice, web etc to Contact Centre location with adequate<br />
bandwidths<br />
2. Network security should be maintained by having password and<br />
audit control on Network equipment<br />
3. Internet connectivity should be restricted (i.e. only necessary sites<br />
are accessible).<br />
4. Firewall and IDS/IPS protection should be in place<br />
RajComp Info Services Ltd. (RISL) 144
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S.<br />
No.<br />
Non-Functional Requirements –Data Network<br />
5. Proper Antivirus security with centralized updates<br />
Compliance<br />
(Y/N)<br />
q) Archival-<br />
S.<br />
No.<br />
Non-Functional Requirements –Archiving<br />
1. The system should be able to archive data, based on user specified<br />
Compliance<br />
(Y/N)<br />
parameters (i.e. data range) and restore archival data when<br />
required<br />
2. The system should support change in database and should able to<br />
retrieve the archived data.<br />
r) Availability<br />
S.<br />
No.<br />
Non-Functional Requirements –Availability<br />
1. The system uptime should be 99.7 % during working hours( 8 am<br />
to 8 pm across 7 days)<br />
2. The dashboards and the management plat<strong>for</strong>ms components need<br />
Compliance<br />
(Y/N)<br />
to be available <strong>for</strong> 90% <strong>of</strong> the time.<br />
s) Scalability<br />
S.<br />
No.<br />
Non-Functional Requirements –Scalability<br />
1. The contact centre should have space and capacity to increase the<br />
number <strong>of</strong> seats to 100.<br />
2. The solution should be highly scalable and capable <strong>of</strong> delivering<br />
Compliance<br />
(Y/N)<br />
high per<strong>for</strong>mance as & when transaction volumes/ callers increases<br />
without compromising on the response time<br />
t) Per<strong>for</strong>mance<br />
S.<br />
No.<br />
Non-Functional Requirements –Per<strong>for</strong>mance<br />
1. The solution should be able to deliver high per<strong>for</strong>mance as &<br />
when transaction volumes/ calls increases without compromising<br />
on the response time. System components should be able to take<br />
Compliance<br />
(Y/N)<br />
RajComp Info Services Ltd. (RISL) 145
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S.<br />
No.<br />
Non-Functional Requirements –Per<strong>for</strong>mance<br />
load during peak hours <strong>of</strong> the contact centre.<br />
2. The user needs to be able to launch the application quickly and<br />
Compliance<br />
(Y/N)<br />
log into the application with minimal latency time.<br />
u) Workflow<br />
S.<br />
No.<br />
Non-Functional Requirements –Workflow<br />
1. The solution should have the ability to support automated<br />
Compliance<br />
(Y/N)<br />
workflow designed to address needs <strong>of</strong> business users<br />
2. The solution should have the ability to support multiple workflow<br />
paths that are<br />
automatically selected based on request/user attributes,<br />
including escalation paths<br />
3. The solution should support standard work flow languages<br />
4. The workflow should have a rules engine that allows rules to be<br />
created to define query resolution hierarchies<br />
5. It should be possible to create workflow diagrams that can be<br />
shared with participating departments to verify the workflow<br />
6. The workflow should provide a drag and drop GUI based single/<br />
common design tool to define and alter business process across<br />
all modules <strong>of</strong> the Solution<br />
7. It should be possible to define the process hierarchies top down<br />
or bottom up to support distributed workflow process definition<br />
8. There should be no limit on the hierarchy levels that can be<br />
defined<br />
9. It should have workflow with the ability to define business rules<br />
without the need<br />
<strong>for</strong> programming, including alerts and trigger<br />
10. The workflow should interface with email system supporting<br />
SMTP <strong>for</strong> sending out answers to queries and IMAP <strong>for</strong> receiving<br />
the queries<br />
RajComp Info Services Ltd. (RISL) 146
v) Back up<br />
S.<br />
No.<br />
Non-Functional Requirements –<br />
Workflow<br />
1. The solution should support the back up<br />
Compliance (Y/N)<br />
and recovery <strong>of</strong> the data<br />
w) Antivirus<br />
S.<br />
No.<br />
Non-Functional Requirements –<br />
Workflow<br />
1. Firewall and IDS/IPS protection should<br />
be in place<br />
2. Proper Antivirus security with<br />
centralized updates<br />
Compliance (Y/N)<br />
x) EMS<br />
S.<br />
No.<br />
Non-Functional Requirements –<br />
Workflow<br />
1. It should support the monitoring <strong>of</strong> the<br />
entire transaction infrastructureapplication<br />
and web servers, messaging<br />
middleware and databases end to end.<br />
Compliance (Y/N)<br />
RajComp Info Services Ltd. (RISL) 147
ANNEXURE-20: SERVICE LEVEL AGREEMENT<br />
S. No. Measurement Definition Calculation<br />
Measurement<br />
Reportin<br />
Target<br />
Penalty<br />
Period<br />
Interval<br />
g period<br />
1. System uptime<br />
It will be<br />
1 st working<br />
Daily Monthly >= 99.7% Nil<br />
(Voice response<br />
calculated<br />
based<br />
day to the last<br />
>= 90% but <<br />
1% <strong>for</strong> each % point below<br />
available<br />
to<br />
on <strong>for</strong>mula “Total<br />
working day<br />
99.7%<br />
100%, calculated on monthly<br />
customer)<br />
uptime<br />
in<br />
<strong>of</strong> each<br />
billed value<br />
minutes/<br />
Total<br />
calendar<br />
>= 80% but < 90% 2% <strong>for</strong> each % point below<br />
minutes<br />
<strong>of</strong><br />
month<br />
100%, calculated on monthly<br />
operation in a<br />
billed value<br />
month”. This will<br />
be calculated <strong>for</strong><br />
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S. No. Measurement Definition Calculation<br />
Measurement<br />
Reportin<br />
Target<br />
Penalty<br />
Period<br />
Interval<br />
g period<br />
12 hours)) X 100=<br />
99.33%<br />
2. Average Speed<br />
This is the waiting<br />
1 st working<br />
Daily Monthly >90% calls<br />
Nil<br />
to Answer(ASA)<br />
time in Automatic<br />
day to the last<br />
attended within 20<br />
Call<br />
Distributor<br />
working day<br />
seconds from the<br />
(ACD) queue after<br />
<strong>of</strong> each<br />
caller choosing to<br />
pressing<br />
calendar<br />
speak to an agent<br />
prescribed digit to<br />
month<br />
85%- 90% calls<br />
3% <strong>of</strong> monthly billed value<br />
talk to the agent<br />
attended within 20<br />
but be<strong>for</strong>e being<br />
seconds from the<br />
answered by the<br />
caller choosing to<br />
agent<br />
speak to an agent<br />
80%-85% calls<br />
5% <strong>of</strong> monthly billed value<br />
attended within 20<br />
seconds from the<br />
caller choosing to<br />
speak to an agent<br />
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S. No. Measurement Definition Calculation<br />
Measurement<br />
Reportin<br />
Target<br />
Penalty<br />
Period<br />
Interval<br />
g period<br />
caller choosing to<br />
speak to an agent<br />
3. Call<br />
This measures %<br />
1 st working<br />
Daily Monthly
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S. No. Measurement Definition Calculation<br />
Measurement<br />
Reportin<br />
Target<br />
Penalty<br />
Period<br />
Interval<br />
g period<br />
4. Call Quality<br />
Call Quality audit<br />
1 st working<br />
Weekly Monthly >80% score <strong>for</strong> all<br />
Nil<br />
Score<br />
Score is a method<br />
day to the last<br />
calls audited<br />
<strong>of</strong> scoring agent<br />
working<br />
day<br />
75%-80% score <strong>for</strong><br />
2% <strong>of</strong> monthly billed amount<br />
calls<br />
against<br />
<strong>of</strong><br />
each<br />
all calls audited<br />
predefined<br />
calendar<br />
70%-75% score <strong>for</strong><br />
5% <strong>of</strong> monthly billed amount<br />
parameters<br />
to<br />
month<br />
all calls audited<br />
ensure that the<br />
agents<br />
are<br />
adhering to the<br />
quality standards<br />
as defined. The<br />
parameters<br />
&<br />
mechanism<br />
<strong>for</strong><br />
calculating quality<br />
score will be<br />
mutually<br />
agreed<br />
between State &<br />
CCO. These could<br />
include<br />
greeting<br />
the<br />
customer,<br />
RajComp Info Services Ltd. (RISL) 151
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S. No. Measurement Definition Calculation<br />
Measurement<br />
Reportin<br />
Target<br />
Penalty<br />
Period<br />
Interval<br />
g period<br />
adherence<br />
to<br />
established SOPs,<br />
customer<br />
handling,<br />
issue<br />
closure etc. A<br />
quality team may<br />
be deployed by<br />
CCO <strong>for</strong> the same.<br />
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S. No. Measurement Definition Calculation<br />
Measurement<br />
Reportin<br />
Target<br />
Penalty<br />
Period<br />
Interval<br />
g period<br />
randomly call back<br />
10%-15% <strong>of</strong> calls<br />
5% <strong>of</strong> monthly billed amount<br />
5% <strong>of</strong> incoming<br />
made <strong>for</strong> feedback<br />
callers<br />
<strong>for</strong><br />
register<br />
feedback on level<br />
“dissatisfaction”<br />
<strong>of</strong><br />
customer<br />
with the service<br />
service and record<br />
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S. No. Measurement Definition Calculation<br />
Measurement<br />
Reportin<br />
Target<br />
Penalty<br />
Period<br />
Interval<br />
g period<br />
level shall be<br />
collected<br />
as<br />
“satisfied”<br />
or<br />
“dissatisfied”<br />
6. Average Handle<br />
This is a measure<br />
1 st working<br />
Daily Monthly 270 seconds 0.5% <strong>of</strong> monthly bill value <strong>for</strong><br />
long it takes to<br />
working<br />
day<br />
every 10 second slab over 270<br />
manage a call.<br />
<strong>of</strong><br />
each<br />
seconds<br />
AHT shall be<br />
calendar<br />
calculated as the<br />
month<br />
sum <strong>of</strong> the<br />
average talk time,<br />
hold time and<br />
wrap time <strong>for</strong> all<br />
calls in the <strong>CCC</strong>.<br />
7. Email Turn<br />
This refers to the<br />
1 st working<br />
Daily Monthly For every email<br />
1% <strong>of</strong> monthly billed value <strong>for</strong><br />
Around Time<br />
time<br />
taken<br />
day to the<br />
received<br />
between<br />
every default<br />
between receipt <strong>of</strong><br />
last working<br />
8AM to 3 PM,<br />
email<br />
and<br />
day <strong>of</strong> each<br />
response should be<br />
RajComp Info Services Ltd. (RISL) 154
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S. No. Measurement Definition Calculation<br />
Measurement<br />
Reportin<br />
Target<br />
Penalty<br />
Period<br />
Interval<br />
g period<br />
response sent by<br />
the contact centre.<br />
For calculation <strong>of</strong><br />
time lag in<br />
response, 24<br />
hours <strong>for</strong> National<br />
Holidays shall be<br />
deducted. Penalty<br />
shall be applicable<br />
only on delay<br />
attributable to the<br />
CCO. Any delay<br />
due<br />
to<br />
communication<br />
with departmental<br />
stakeholders shall<br />
be deducted from<br />
the overall time<br />
taken.<br />
calendar<br />
month<br />
sent on the same<br />
day. For every<br />
email received<br />
between 3PM to 8<br />
AM, the response<br />
should be sent the<br />
next working day<br />
by 12 Noon.<br />
RajComp Info Services Ltd. (RISL) 155
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S. No. Measurement Definition Calculation<br />
Measurement<br />
Reportin<br />
Target<br />
Penalty<br />
Period<br />
Interval<br />
g period<br />
8. IVRS Updation<br />
IVRS menu/ tree<br />
N/A From the<br />
N/A 24 hrs Rs. 2500 <strong>for</strong> every additional<br />
24 hour slot beyond the target,<br />
to be deducted from quarterly<br />
payment<br />
9. Content<br />
Time taken by<br />
Need basis<br />
Time will be<br />
N/A<br />
Within 2 days <strong>of</strong><br />
Rs. 2500 <strong>for</strong> every day beyond<br />
Updation<br />
CCO to update the<br />
calculated<br />
receipt<br />
<strong>of</strong><br />
the target, to be deducted from<br />
content<br />
created<br />
from the time<br />
notification<br />
from<br />
quarterly payment<br />
<strong>for</strong><br />
various<br />
<strong>of</strong><br />
RISL/<br />
services.<br />
notification<br />
participating<br />
<strong>of</strong> change in<br />
department<br />
content<br />
by<br />
RISL/<br />
Participating<br />
department<br />
by<br />
letter/<br />
email.<br />
RajComp Info Services Ltd. (RISL) 156
Request <strong>for</strong> Proposal | Citizen Contact Centre <strong>for</strong> <strong>Rajasthan</strong><br />
S. No. Measurement Definition Calculation<br />
Measurement<br />
Reportin<br />
Target<br />
Penalty<br />
Period<br />
Interval<br />
g period<br />
10. Agent<br />
Time taken by<br />
Need basis Need basis Need<br />
Increase upto 10%<br />
Nil<br />
Placement<br />
CCO to add/<br />
basis<br />
additional<br />
seats-<br />
replace an agent<br />
Within 2 weeks<br />
Increase<br />
beyond<br />
10% additional<br />
seats- Within 4<br />
weeks<br />
Penalty in case <strong>of</strong><br />
Rs. 2,000 per day per resource,<br />
default <strong>of</strong> timelines<br />
to be deducted from quarterly<br />
above<br />
payment<br />
RajComp Info Services Ltd. (RISL) 157
RajComp Info Services Ltd. (RISL) 158