RajComp Info Services Ltd. (RISL) 1
kcument History
Overview Procurement Policy Manual for RajCOMP Info Services Limited
Document
Title
RajCOMP Info Services Limited- Manual on Policies and Procedures for
Procurement
Document
Status
Final
Abstract This document provides a broad framework and guidelines for RajCOMP
Info Services Limited Staff in carrying out various procurement activities.
Document Publication History
Date Author Version Remark
17th February
2011
Dr. S.S. Vaishnava V3 Final Version
Distribution
Version Name Location
Final MD RajComp Info Services
Limited
RajComp Info Services Limited office,
Jaipur
Secretary (IT) RajComp Info Services Limited office,
Jaipur
Document History
Overview Establishment of Citizen Contact Centre for delivery of non-emergency
Government to Citizen services (G2C)
Document
Title
RFP for Selection of Agency for Implementing and Operating Citizen
Contact Centre in State of Rajasthan
Document
Status
Draft
Abstract This document provides a broad framework and guidelines for the Bidding/
RFP document for the selection of a System Integrator for Implementing
and Operating Citizen Contact Centre in State of Rajasthan
Document Publication History
RajCOMP Info Services Limited(RISL)
Request for Proposal
Selection of Agency forImplementing and Operating CitizenContact Centre in the State ofRajasthan
2012
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Request for Proposal | Citizen Contact Centre for Rajasthan
Table of Contents
1. INVITATION FOR BIDS (IFB) & NOTICE INVITING TENDER (NIT) ..............12
2. BACKGROUND INFORMATION & PROJECT PROFILE ..................................15
2.1 Background Information ...................................................................................................15
2.2 Project Profile...................................................................................................................16
3. ELIGIBILITY CRITERIA ..........................................................................................17
4. SCOPE OF WORK, STAKEHOLDER RESPONSIBILITIES DELIVERABLES
& TIMELINES .......................................................................................................................20
4.1 Scope of Work (SoW)........................................................................................................20
4.1.1.1. Physical Non-ICT Infrastructure ..................................................................................20
4.1.1.2. Technical Infrastructure .............................................................................................22
4.1.2. CCC Operations and Management Phase .......................................................................24
4.1.2.1 Period of Operations and Management Phase ............................................................24
4.1.2.2 Window of operations ...............................................................................................24
4.1.2.3 Language Capabilities.................................................................................................24
4.1.2.4 Content Management ................................................................................................25
4.1.2.5 Call Management.......................................................................................................25
4.1.2.6 System Maintenance post Go-Live..............................................................................26
4.1.2.7 Monitoring ................................................................................................................26
4.1.2.8 Manpower Requirements ..........................................................................................27
4.1.2.9 Training .....................................................................................................................28
4.2 Out of Scope activities for CCO..........................................................................................28
4.3 Other Stakeholders’ Responsibilities .................................................................................28
4.4 Project Milestones & Time Schedule .................................................................................31
5. INSTRUCTIONS TO BIDDER (ITB) & BIDDING PROCESS ............................32
5.1 Sale of Tender/ Bidding Document .......................................................................32
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5.2 Clarifications to the Bidding/ Bid Document.......................................................32
5.3 Pre-bid Conference/ Meeting ..................................................................................32
5.4 Amendment of Bidding Document.........................................................................33
5.5 Documents comprising the Bid...............................................................................33
5.6 Cost of Bidding ............................................................................................................35
5.7 Language of Bids ........................................................................................................35
5.8 Bid Prices .....................................................................................................................35
5.9 Period of Validity of Bids ..........................................................................................36
5.10 Earnest Money Deposit (EMD) ............................................................................36
5.11 Deadline for the submission of Bids ...................................................................37
5.12 Format and Signing of Bid ....................................................................................38
5.13 Withdrawal and Re-submission (Substitution) of Bids .................................38
5.14 Bid Opening/ Opening of Tenders.......................................................................38
5.15 Selection method.....................................................................................................39
5.16 Guiding Principles for Evaluation of Bids .........................................................39
5.17 Evaluation of Technical Bids ................................................................................40
5.18 Evaluation of Financial Bids.................................................................................41
5.19 Clarification of Bids................................................................................................41
5.20 Correction of Arithmetic Errors ..........................................................................41
5.21 Comparison of Rates of firms outside and those in Rajasthan.....................42
5.22 Margin of Preference/ Price Preference ............................................................42
5.23 Comparison of bids and determination of the best value bid .......................42
5.24 Negotiations .............................................................................................................42
5.25 Disqualification .......................................................................................................43
5.26 Acceptance of the Tender/ Bid and Notification of Award ............................43
5.27 Confidentiality .........................................................................................................44
5.28 Conflict of Interest ..................................................................................................44
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5.29 Tendering authority’s Right to Accept/ Reject any or all of the Bids...........45
5.30 Right to Vary Quantities ........................................................................................45
5.31 Repeat Orders ..........................................................................................................45
5.32 Signing of Contract .................................................................................................46
5.33 Performance Security Deposit (PSD) .................................................................46
5.34 Reservation of Rights .............................................................................................46
5.35 Monitoring of Contract ..........................................................................................47
6. TERMS AND CONDITIONS OF TENDER & CONTRACT ..................................48
A. General Conditions of the Bid ................................................................................49
6.1 Income Tax and VAT Registration and VAT Clearance Certificate ...............49
6.2 Contract Documents .................................................................................................49
6.3 Interpretation .............................................................................................................49
6.4 Language ......................................................................................................................50
6.5 Joint Venture, Consortium or Association .........................................................50
6.6 Eligible Goods and Related Services .....................................................................50
6.7 Notices ..........................................................................................................................51
6.8 Governing Law............................................................................................................51
6.9 Scope of Supply ..........................................................................................................51
6.10 Delivery & Installation ..........................................................................................51
6.11 Supplier’s/ Selected Bidder’s Responsibilities ...............................................52
6.12 Purchaser’s Responsibilities ...............................................................................52
6.13 Contract Price..........................................................................................................52
6.14 Recoveries from Supplier/ Selected Bidder ....................................................52
6.15 Taxes & Duties .........................................................................................................52
6.16 Performance Security Deposit (PSD) ................................................................53
6.17 Copyright ..................................................................................................................54
6.18 Confidential Information .....................................................................................54
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6.19 Sub-contracting.......................................................................................................55
6.20 Specifications and Standards ..............................................................................55
6.21 Packing and Documents .......................................................................................56
6.22 Insurance..................................................................................................................56
6.23 Transportation ........................................................................................................57
6.24 Inspection.................................................................................................................57
6.25 Rejection ...................................................................................................................57
6.26 Extension in Delivery Period and Liquidated Damages (LD) .....................58
6.27 Authenticity of Equipments .................................................................................60
6.28 Warranty ..................................................................................................................60
6.29 Patent Indemnity ....................................................................................................61
6.30 Limitation of Liability ...........................................................................................62
6.31 Change in Laws & Regulations ............................................................................62
6.32 Force Majeure .........................................................................................................63
6.33 Termination .............................................................................................................63
6.34 Settlement of Disputes ..........................................................................................65
6.35 Payment Terms and Schedule .............................................................................66
B. Special Conditions of the Bid ..................................................................................67
6.36 Service Levels ..........................................................................................................67
6.37 Change Requests/ Management and Contract Amendments......................69
6.38 Exit Management....................................................................................................71
ANNEXURE-1: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FOR
ELIIBILITY EXPERIENCE.................................................................................................76
ANNEXURE-2: LIST OF SERVICES.................................................................................77
ANNEXURE-3: BILL OF MATERIAL (BoM)..................................................................83
ANNEXURE 4: INFORMATION ON RAJASTHAN STATE DATA CENTRE............85
ANNEXURE-5: FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS ........87
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ANNEXURE 6- INDICATIVE CALL FLOW AT CCC.................................................... 100
ANNEXURE 7- TEAM PROFILE AND TRAINING REQUIREMENTS .................... 103
ANNEXURE-8: PRE-BID QUERIES FORMAT {to be filled by the bidder} .......... 106
ANNEXURE-9: TENDER FORM {to be filled by the bidder}................................... 107
ANNEXURE-10: BIDDER’S AUTHORIZATION CERTIFICATE {to be filled by the
bidder}.................................................................................................................................. 108
ANNEXURE-11: SELF-DECLARATION – NO BLACKLISTING {to be filled by the
bidder}.................................................................................................................................. 109
ANNEXURE-12: CERTIFICATE OF CONFORMITY/ NO DEVIATION {to be filled
by the bidder} ..................................................................................................................... 110
ANNEXURE-13: MANUFACTURER’S AUTHORIZATION FORM (MAF) ............. 111
ANNEXURE-14: UNDERTAKING ON AUTHENTICITY OF COMPUTER
EQUIPMENTS ..................................................................................................................... 112
ANNEXURE-15: COMPONENTS OFFERED – BoM {to be filled by the bidder} . 113
Annexure-16: FINANCIAL BID FORMAT {to be filled by the bidder in BoQ (.XLS
file) on eProc website with a Cover Letter on his letter head} ............................... 114
Annexure-17: BANK GUARANTEE FORMAT {to be submitted by the bidder’s
bank} ..................................................................................................................................... 119
ANNEXURE-18: DRAFT AGREEMENT FORMAT ...................................................... 124
ANNEXURE 19- REQUIREMENTS COMPLIANCE SHEET ...................................... 127
ANNEXURE-20: SERVICE LEVEL AGREEMENT ...................................................... 144
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Abbreviations and Definitions
ACD Automatic Call Distributor
AHT Average Handling Time
ANI Automatic Number Integration
APL Above Poverty Line
ASA Average second to Answer
Authorised
Signatory
The bidder’s representative/ officer vested (explicitly, implicitly, or
through conduct) with the powers to commit the authorizing
organization to a binding agreement. Also called signing officer/
authority having the Power of Attorney (PoA) from the competent
authority of the respective Bidding firm.
Bidder "Bidder" means any firm/ agency/ company/ contractor/ supplier/
vendor responding to Invitation for Bids and which is participating in
the Bid. Also called offeror or quoter.
BoD / Board Board of Directors of RajCOMP Info Services Limited
BoM Bill of Materials
BoQ Bill of Quantity
BPL Below Poverty Line
CA Certifying Authority
CAPEX Capital Expenditure
CCC Scheme of Citizen Contact Centre as envisaged by Government
CCO(s) Company/companies which enters into a contract with the Purchaser
to provide services specified in the Bid/Contract and is shall deemed to
include the CCO’s successors, representatives (approved by the
Purchaser), heirs, executors, administrators and permitted assigns, as
the case may be, unless excluded by the terms of the contract
CLI Citizen Line Identification
CM Content Manager
CMC Contract Monitoring Committee
Contract “The Contract” means a legally enforceable agreement entered into
between RISL and the selected bidder(s) for services including, but not
limited to, as mentioned in this RFP documents
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CRM Customer Relationship Management
COTS Commercial Off The Shelf Software
CTI Customer telephony Integration
CV Curriculum Vitae
Day “Day” means a calendar day as per GoR (Government of Rajasthan).
DeitY, GoI Department of Electronics and Information Technology, Government
of India
DNIS Dialed Number identification sequence
DoIT&C Department of Information Technology and Communications,
Government of Rajasthan.
DSC Digital Signature Certificate
EM Entrepreneurs' Memorandum
EMD Earnest Money Deposit.
ESI Employees' State Insurance
ETDC Electronic Testing & Development Centre
FAQ Frequently Asked Questions
FAT Final Acceptance Testing
FOR Free on Board
GoI / GoR Govt. of India/ Govt. of Rajasthan
G2C Government to citizens
ICT Information and Communication Technology.
INR Indian Rupee
IRCTC Indian Railways Catering and Tourism Corporation
IRDA Insurance Regulatory and Development Agency
ISI Indian Standards Institution
ISO International Organisation for Standardisation
IT Information Technology
ITB Instruction to Bidders
IVRS Interactive Voice recognition system
KPI Key performance Indicators
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LD Liquidated Damages
LoI Letter of Intent
MAF Manfacturer's Authorization Form
MIS Management Information System
MMP Mission Mode Project
NeGP National e-Governance Plan of DeitY, GoI
NRHM National Rural Health Mission
NIT Notice Inviting Tender.
NOC No Objection Certificate
OEM Original Equipment Manufacturer
OPD Outpatient Department
OPEX Operating Expenditure
OSP Other Service Provider
OT One Time
Participating
Departments
The State Departments recognised by the State whose services have
been identified to be included under CCC
PAN Permanent Account Number
PBG Performance Bank Guarantee
PC Procurement Committee
PSD/ SD Performance Security Deposit / Security Deposit
Purchaser/
Tendering
Authority
Person or entity that is a recipient of a good or service provided by a
seller (bidder) under a purchase order or contract of sale. Also called
buyer. RISL in this RFP document.
QGR Quarterly Guaranteed Revenue
QoS Quality of Services
RFP Request for Proposal
RIICO Rajasthan State Industrial Development & Industrial Corporation
RISL RajCOMP Info Services Limited
RSDC Rajasthan State Data Centre, New IT Building, Jaipur
RUHS Rajasthan University of Health Sciences
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RTI Right to Information
SAN Storage Area Network
Services “Services” means the services to be delivered by the successful bidder
and as required to run the project successfully as per the Contract. A
service is the intangible equivalent of an economic good.
SLA Service Level Agreement
SMS Short messaging Services
SOP Standard Operating Procedure
SoW Scope of Work
SPOC Single Point of Contact
SSDG State Services Delivery Gateway
SSI Small Scale Industries
State
Government
Government of Rajasthan
STQC Standardisation Testing and Quality Certification, Govt. of India
TIN Tax Identification Number
TRAI Telecom Regulatory Authority Of India
UAT User Acceptance Test
UIDAI Unique Identification Authority of India
VAT/ CenVAT Value Added Tax/ Central VAT
WO/ PO Work Order/ Purchase Order
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Draft Request for Proposal (RFP) Document
ForSelection of Agency for Implementing and Operating Citizen Contact
Centre (CCC) in the State of Rajasthan
[Tender Reference No. No. 4.9(44)RISL/Tech/Misc/2012/6692 dated 22/11/2012]
Mode of Bid Submission Online though eProcurement /
eTendering system at
http://eproc.rajasthan.gov.in
Tendering Authority/ Purchaser Managing Director,
RajCOMP Info Services Limited (RISL),
First Floor, Yojana Bhawan, Tilak
Marg, C-Scheme, Jaipur (Rajasthan)
Date & Time of Pre-bid meeting 06.12.2012 at 3.00 pm
Last Date & Time of Submission of
eBid03.01.2013 at 3.00 pm
Date & Time of Opening of Technical
eBid
04.01.2013 at 4.00 pm
Cost of Tender Document: Rs. 5,000 (Rupees Five Thousand only)
Name of the Bidding Company/ Firm:
Contact Person (Authorised Bid
Signatory):
Correspondence Address:
Mobile No. Telephone &
Fax Nos.:
Website & E-Mail:
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1. INVITATION FOR BIDS (IFB) & NOTICE INVITING TENDER (NIT)
i. RISL, on behalf of Government of Rajasthan, invites electronic bid (eBid) proposals
from reputed, competent and professional Information Technology (IT) Firms, who
meet the minimum eligibility criteria as specified in this bidding document for the
design, development, implementation and maintenance of an end to end IT solution for
the Implementation and Opeartion of Citizen Contact Centre in the State of Rajasthan,
as detailed in the section titled "scope of work" of this RFP document.
ii. The complete bidding document has been published on the website
http://eproc.rajasthan.gov.in and http://risl.rajasthan.gov.in, for the purpose of
downloading.
iii. Bidders who wish to participate in this bidding process must register on
http://eproc.rajasthan.gov.in (bidders already registered on
http://eproc.rajasthan.gov.in before 30-09-2011 must register again).
iv. To participate in online bidding process, Bidders must procure a Digital Signature
Certificate (Type III) as per Information Technology Act-2000 using which they can
digitally sign their electronic bids. Bidders can procure the same from any CCA approved
certifying agency, i.e. TCS, safecrypt, Ncode etc. Bidders who already have a valid Digital
Signature Certificate (DSC) need not procure a new DSC.
v. A two-stage,two envelope selection procedure shall be adopted.
vi. Bidder (authorised signatory) shall submit their offer on-line in Electronic formats both
for technical and financial proposal. However, DD for Tender Fees, RISL Processing
Fees and EMD should be submitted physicaly at the office of Tendering Authority as
prescribed in NIT and scanned copy of same should also be uploaded along with the
technical bid/ cover.
vii. RISL will not be responsible for delay in online submission due to any reason. For this,
bidders are requested to upload the complete bid well advance in time so as to avoid any
unforeseen problems.
viii. Bidders are also advised to refer “Bidders Manual Kit” available at eProc website for
further details about the e-tendering process.
ix. Training for the bidders on the usage of e-Tendering System (eProcurement) is also
being arranged by RISL on regular basis. Bidders interested for training may contact e-
Procurement Cell, RISL for booking the training slot.
x. Contact No: 0141-4022688 (Help desk 10 am to 6 pm on all working days)
xi. e-mail: [email protected]
xii. Address : e-Procurement Cell, RISL, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur
xiii. Please note that a pre-bid meeting of prospective bidders, who have purchased the
tender / bidding document, is scheduled as per the details specified in Notice Inviting
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Request for Proposal | Citizen Contact Centre for Rajasthan
Tender (NIT) below. The objective of this meeting is to address the queries of the
prospective bidders related to the Project/ Bidding document.
xiv. No contractual obligation whatsoever shall arise from the RFP/ bidding process unless
and until a formal contract is signed and executed between the tendering authority and
the successful bidder(s).
xv. RISL disclaims any factual/ or other errors in this document (the onus is purely on the
individual bidders to verify such information) and the information provided herein are
intended only to help the bidders to prepare a logical bid-proposal.
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NOTICE INVITING TENDER-NIT
[Tender Reference No. No. 4.9(44)RISL/Tech/Misc/2012/6692 dated 22/11/2012]
RajCOMP Info Services Limited (RISL) invites electronic bids/ proposals (eBids) from eligible bidders for the
Selection of Implementing and Operating agency for Citizen Contact Centre in the State of Rajasthan.
Nature of the ProjectImplementing and Operating Citizen Contact Centre in
Rajasthan State
Cost of Tender Document
(non-refundable)Rs 5000(Rupees Five Thousand)
RISL Processing Fee (non-refundable) Rs 1000(Rupees One Thousand)
Estimated Project Cost Rs 5 crores ( Rupees Five Crores)
Earnest Money Deposit (EMD) Rs 10 lakhs ( Rupees Ten Lakhs)
Publishing Date/ Time 24.11.2012 at 3.00 pm
RFP Download Start Date/ Time 27.11.2012 at 11.00 am onwards
Date, Time& Venue of Pre-Bid Meeting
06.12.2012 at 3.00 pm
Managing Director,
RajCOMP Info Services Limited (RISL),
First Floor, Yojana Bhawan,
Tilak Marg, C-Scheme,
Jaipur (Rajasthan)
Bid submission Start Date/ Time 14.12.2012 at 11.am onwards
RFP Download End Date/ Time 03.01.2013 at 3.00 pm
Bid submission End Date/ Time 03.01.2013 at 3.00 pm
Submission of Banker’s Cheque/ Demand
Draft for Tender Fee, EMD, and Processing
Fee
04.01.2013 at 3.00 pm
Technical Bid Opening Date/ Time 04.01.2013 at 4.00 pm
Financial Bid Opening Date/ Time Will be intimated later to the Technically qualified bidders
Websites for downloading Tender
Document, Corrigendum’s, Addendums etc.
http://eproc.rajasthan.gov.in
http://www.doitc.rajasthan.gov.in
http://dipr.rajasthan.gov.in
http://risl.rajasthan.gov.in
Bid Validity 180 Days from the date of bid submission
* In case, any of the bidders fails to physically submit the Banker’s Cheque/ Demand Draft/BG for Tender Fee,
EMD, and RISL Processing Fee up to 3.00pm on 04.01.2013, its Bid shall not be accepted. The Banker’s Cheque/
Demand Draft should be drawn in favour of “Managing Director, RajCOMP Info Services Limited” payable at
“Jaipur” from any Scheduled Commercial Bank.
Date: 22.11.2012 Managing Director
RajCOMP Info Services Limited (RISL)
Jaipur (Rajasthan)
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2. BACKGROUND INFORMATION & PROJECT PROFILE
2.1 Background Information
Over the last decade, there has been an increasing need felt within the Government about
improving the quality of Governance being provided to the common citizen. Given the fact that
majority of the population lives in the rural areas and there is considerable difference in the socio-
economic and demographic profile between urban and rural populace of the country, the need for
providing transparent, efficient, effective and affordable Governance in the nearby locality of the
common citizen has been realized. With the objective of providing better Governance and
improving the quality of life of ordinary citizens of the country, Government of India (GoI) has
initiated various e-Governance projects at Central and the State levels as part of the National e-
Governance Plan (NeGP). Under NeGP a number of initiatives and projects have been identified
and classified as Mission Mode Projects (MMP) by the Government.
With the e-Governance initiatives attaining a certain level of maturity (in terms of service delivery
mechanism) and creation of minimum infrastructure to support Governance related ICT
initiatives, it has become imperative to increase the channels and interface points for service
delivery for the common citizens. Telephone has been identified as one such channel which can be
leveraged for providing G2C services. Telecom domain has seen exponential growth in terms of
penetration and reach to the citizens and especially to the rural populace in recent times and with
percentage of tele-density in India, which is close to 791% as per TRAI data, telephone provides an
un-paralleled and unexplored channel which the potential of transforming the e-Governance to
the next level.
In order to improve the service delivery mechanism, some of Government agencies / departments
at the Central and the State level have initiated and established call centers including IRCTC,
IRDA, Jaankari (RTI, Bihar), Tele-Samadhan (MP) among others. However, most of these
initiatives are stand alone with limited integration with each other and do not have a common
platform / interface for the common citizens. This has created a unique problem for the citizens
with multiple interfaces and numbers to deal with while availing different sets of services. Thus,
there is a need for a common service delivery platform like a Contact Center having a single
unique, easy to remember and common number for all the State level services to start with.
While other channels of delivery such as departmental counters, websites, and service kiosks
serve important functions, contact centres provide the advantage of greater accessibility due to
1 http://www.trai.gov.in/WriteReadData/WhatsNew/Documents/quarterly%20press%20release%20-final.pdf
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high penetration of telecom and cellular services in rural parts, ease of usage, reduced costs and
improved service delivery over these channels.
2.2 Project ProfileThe communication revolution has been identified by the State of Rajasthan as an opportunity for
provisioning Government services through Citizen Contact Centre (CCC). The CCC will deliver
non-emergency G2C services to citizens over the phone through a single unique number which
will be common for all the State services. The objective behind establishment of State Citizen
Contact centre is to provide a single point of contact to citizens for provision of non-emergency
informational, grievance and transactional services for all government departments.
It will be established in Rajasthan and will only handle the queries pertaining to the State. It will
provide a facility of call forwarding to the citizens if they want to connect to central services like
IRCTC, etc. Some of the key benefits envisaged from CCC are listed as below:
Common, single Unique Number for the State services
Timely access to Information / G2C services
One number to call
Provide service tracking information and grievance handling
This RFP intends to select a suitable agency for establishment and operations & maintenance of
the Citizen Contact Centre in Rajasthan as per the scope of work and terms & conditions
described in the following sections.
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3. ELIGIBILITY CRITERIA
This RFP pre-qualifies the following organizations which have been empanelled by Department of
Electronics and Information Technology, Government of India for providing contact centre
services as part of the Citizen Contact Centre initiative (vide EOI No. 3(13)/2009-EG-II dated 13th
April 2011):
1. M/s Aditya Birla Minacs
2. M/s Genpact
3. M/s Sparsh
4. M/s Intelenet
5. M/s Spanco
6. M/s Tata Business Support Services
Any other organization which wishes to participate through this RFP needs to conform to the
below mentioned eligibility criteria. Consortia are ineligible to bid except in case of
organizations empanelled by DeitY, GoI as mentioned above.
S.
No.
Basic
RequirementSpecific Requirements Documents Required
1 Legal Entity The bidder should be a company
registered under Indian
Companies Act, 1956 or a
partnership firm registered
under Indian Partnership Act,
1932 or a Proprietorship firm
registered under the Rajasthan
Shops and Commercial
Establishments Act, 1958 or a
similar Act of any other state/
Union
Copy of Certificate(s) of
incorporation
Copy of Registration
Certificate (s)
2 Turnover from
IT/ ITeS
Average annual turnover of the
bidder from IT/ ITeS over the
last three financial years, i.e.,
from FY 2009-2010 to 2011-
2012 (as per the last published
audited balance sheets), should
be at least INR 10 crores
CA Certificate with CA’s
Registration Number/ Seal
3 Net Worth Bidder should have positive net
worth (measured as paid-up
capital plus free reserves) as on
31st March 2012
CA Certificate with CA’s
Registration Number/ Seal
4 Technical
Capability
4.1 Bidder should have operated
a call centre with minimum 10
Project Details (as per format in
Annexure 1) and one of the
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S.
No.
Basic
RequirementSpecific Requirements Documents Required
seats, operating with minimum
20,000 inbound calls per month
and serving customers in Hindi
and English for at least one year
in the last 3 financial years
following documents:
- Work Completion
Certificates from the client;
OR
- Work Order + Self
Certificate of Completion
(Certified by the Statutory
Auditor); OR
- Work Order + Phase
Completion Certificate from
the client)
Along with any one of the three
above, a self certification from
competent authority that the
furnished project meets the
qualification requirements
4.2 Bidder should have operated
a call centre with at least 50
seats at one site for at least one
year in the last 3 financial years
5 Tax
registration
and clearance
The bidder should have a
registered number of
i. VAT/Sales Tax where his
business is located
ii. Service Tax
iii. Income Tax / Pan number.
The bidder should have cleared
his VAT dues to the State
Government of Rajasthan.
Copies of relevant certificates of
registration
VAT clearance certificate from
the Commercial Taxes Officer of
the Circle concerned
6 OSP License Bidder has a valid Other Service
Provider (OSP) license (as issued
by DoT, GoI) for providing
domestic services in India. In
case the license is due to lapse
before two years, the bidder
must give an undertaking that
the certification will be renewed
before the expiry and the same
will be valid during the tenure of
the project
Copy of valid OSP license
documents for at least 1 centre
operating domestically
7 Blacklisting A firm is not eligible to
participate in this project while
under sanction by RISL.
Similarly, at the time of bidding,
the firms black-listed/ debarred
in participating in any
procurement activities by any
State or Central Government or
A Self Certified letter
RajComp Info Services Ltd. (RISL) 19
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Basic
RequirementSpecific Requirements Documents Required
UT in India are not allowed to
bid.
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4. SCOPE OF WORK, STAKEHOLDER RESPONSIBILITIES
DELIVERABLES & TIMELINES
4.1 Scope of Work (SoW)
The objective of Citizen Contact Centre is to provide a single point of contact to residents for
provision of non-emergency informational and grievances services of identified Government
services in both Hindi and English. An indicative list of services is provided at Annexure 2 of this
RFP. The period of contract for the CCO will be of three years and four months (3.25 years) . It is
proposed that currently the following access channels will be used:
a) Inbound Channels: Telephone, Mobile, Email, SMS (Status tracking only)
b) Outbound Channel: Telephone, Email, SMS
The contract period will two years from the date of successful go-live and will be extendable on
year-to-year basis solely at the discretion of the Purchaser on same terms and conditions upto a
maximum of three years beyond the current envisaged two years (2+3 years). During the contract
tenure, the scope of work for CCC shall include the following two phases:
4.1.1 CCC set up and commissioning;
4.1.2 CCC Operations and Maintenance Phase
This section mentions the scope of work required to be performed by the CCO.
4.1.1. CCC Set Up and Commissioning
In this phase, the scope of work of the bidder will be to setup physical and technical infrastructure
of the contact centre as per details given hereunder in order to get it ready for go-live. In case
setup similar to CCC is being available with the CCO, that may be utilized subject to adherence to
RFP terms and conditions.
4.1.1.1. Physical Non-ICT Infrastructure
Physical infrastructure will define the requirement of space for operating a call centre and its
location.
A. Location of CCC
The location of the contact centre shall be in a commercial /non-residential area in Jaipur only.
The CCO must ensure availability of representatives, as and when required, for discussions with
purchaser and Participating Departments in the State.
B. Infrastructure/Building
i. The Bidder should specify the location which shall be used for setting up Citizen Contact
Center. The entire premises should be air-conditioned and have adequate space(minimum for
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20 seats and scalable upto 100 seats) for the seating of agents. Apart from the seating area the
Call Center should contain:
A training room of sufficient capacity along with work stations;
A common place for lunch/ refreshments; and
Adequate seating space for at least one RISL Officer
Other facilities in compliance with the industry standards/ requirements for smooth
operations of the contact centre
ii. The proposed site should have adequate power back up such as minimum two hours battery
backup followed with generator back up with a redundancy of 6-8 hours to operate complete
infrastructure.
C. Toll Free Number
The bidder shall acquire the toll free number only in the name of Purchaser i.e. the service
subscriber will be Purchaser. The toll free number should have following features;
Number should be accessible from any other network operators also;
There shall be no call charges for customers calling to this number from any network;
Customer should be able to dial this toll free number from mobile as well as landline;
Bidder shall also procure an additional non toll free number in the name of Purchaser from any
Telecom Service Provider other than toll free number to function as an alternate number in case
of unavailability of the primary toll free number.
The fees paid for the acquisition of the toll free number, non toll free number and applicable
rentals shall be reimbursed on actuals after submission of relevant bills from the Service
Providers. The tariff and the rental charges (for the toll free number, non toll free number and the
telephone lines) negotiated with the Telecom Service Providers should be in consultation with
Purchaser. The Vendor shall take the approval of the Purchaser before finalizing the tariff
agreement with the Telecom Service Providers.
The non-toll free number shall be used for outgoing calls to citizens and department for follow-
ups, quality feedback, etc. The cost associated for such calls shall be reimbursed by RISL based on
orginal bills, invoices and supportings.
D. Seats
The CCC to be setup at Rajasthan will follow the per-seat model. The CCC will be of minimum 20
seats, scalable to upto 100 based on requirement during the contract period. Initially, the CCC will
of 20 seats only which will be operational throughout the window of operations as specified in
para 4.1.2.2. The CCO shall maintain the above prescribed number of seats as long as there is no
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additional requirement from RISL. If the requirement arises, RISL shall give an order for increase
or decrease of the number of seats. The CCO shall have to ensure increase / decrease of seats as
per the following:
The CCO operations are expected to undergo lean and peak periods of operations. The
CCO shall manage its staff in a manner that the SLAs are met. Addition of seats (upto 20%
of number of seats approved by RISL) in order to meet the SLAs specified will have to be
done by the CCO to cater to temporary/ unforeseen peaks without any additional cost to
RISL.
Any requirement of permanent increase upto 10% additional seats of the current number
of seats shall have to catered within 2 weeks from the date of notification of requirement
Any requirement of permanent increase in seats beyond 10% additional seats shall have to
catered within 4 weeks from the date of notification of requirement
In case RISL wishes to reduce the number of seats/ change an agent, a written/ email
communication will be sent to the CCO. The CCO shall be given a period of one week from
the date of receipt of such communication as notice period before exit. The CCO would
ensure appropriate handover of work from the outgoing agent.
4.1.1.2. Technical Infrastructure
The scope of work of the CCO under establishment of IT infrastructure will include the following
key activities:
A) Procurement and Installation of IT infrastructure
A.1. The CCO will procure or use existing client site infrastructure as per scope of work
defined in the RFP. The procurement and setup of IT infrastructure (hardware and
related software) as per Bill of Material given in Annexure 3 shall be at the State Data
Centre. The detailed functional requirements of these applications and non-functional
requirements are available in Annexure 5 of this RFP.The key features of this setup shall
be:
The servers and server side infrastructure of the CCC will be co-located at the State
Data Centre and shall thus be able to leverage common facilities in SDC like Facility
Management, Power backup etc. The list of co-located services which the SDC shall
provide to CCO are available at Annexure 4
It will be CCO’s responsibility to procure and maintain the equipment (as per
Annexure 3) at SDC and appropriate manpower should be made available by CCO for
the same
It will be the CCO’s responsibility to provide connectivity between the State Data
Centre and proposed site
The CCO shall follow the standard DR policies of Rajasthan State Data Centre.
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The IT infrastructure at State Data Centre will be transferred to RISL upon go-live
and the CCO will be reimbursed as per payment terms specified in Para 6.35.
B) Customization and integration of applications
B.1. As part of the establishment of the CCC, the CCO will be customize and integrate the
various applications procured for CCC as per the requirements of RISL. These
applications will include:
Interactive Voice Response System
Automatic Call Distribution
Customer Relationship Management Application
Computer Telephony Integration
Recording Solution
B.2. Suitable reporting software should be available, as part of the above mentioned
applications, to generate standard report formats to measure/ verify various SLAs, for
monitoring the performance of agents, IVRS, ACD etc. CCO has to provide a portal for
sharing reports so that the designated officers of Purchaser are able to generate reports at
Purchaser’s end. The key characteristics of the reports shall include:
The reports should be in flexible report formats, in xls, txt or any other user-friendly
structure including graphics depending on the request of the Purchaser from time
to time
C) Reports should also be available in web-enabled format & should be configurable to be mailed
to a defined mailing list at defined interval/ periodContent and SOP preparation: The CCO
will be required to prepare detailed Standard Operating Procedures and content & scripts for
at least 2 information and 2 grievance services for UAT and testing purposes before go-live.
D) Assistance in User Acceptance Testing of the complete solution and incorporation of
feedback/ bugs: The primary goal of Acceptance Testing and Certification is to ensure that the
Project (including all the project components as discussed in the scope of work) meets
requirements, standards, specifications and performance. As part of the acceptance testing
and certification, the CCO will be responsible for:
Preparation and submission of detailed FAT/UAT plans/ formats
Prepare various use cases and scenarios
Perform hardware and software testing of various components/ modules as per the scope
of work and functional requirements specified by RISL
Assist RISL in carrying out user acceptance of the solution
Provide system test cases with results
Providing appropriate bug reporting and tracking tool
Rectifying hardware and software issues/bugs reported during testing upto the
satisfaction of RISL
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Final approval/ user acceptance of the system will be given by RISL after successful
implementation and testing
E) Facilitate Security Audit of the system and incorporation of feedback/ bugs: Post UAT and
incorporation of its feedback, the CCO will have to get the entire integrated solution for CCC
security audited by an agency approved by RISL. The CCO will also be responsible for
addressing the bugs received in the security audit. The cost towards conducting this security
audit should have to be borne by the CCO.
F) Go-Live: Go-Live refers the commissioning of the CCC and shall be accomplished when all
activities mentioned under Para 4.1.1.2 (A) to 4.1.1.2 (E), including:
Hiring, training and floor-readiness of 20 agents including project manager and support
staff (as per Para 4.1.2.8 and Para 4.1.2.9)
Preparation and validation of content and scripts for at least 16 services spread across 4
departments (as per Para 4.1.1.2 (C))
Setting up (Installation, Testing and Commissioning) of SDC hardware and software
infrastructure
UAT (using the toll number procured for the CCC) completion and incorporation of all
feedback received during the UAT (as per para 4.1.1.2 (D))
4.1.2. CCC Operations and Management Phase
4.1.2.1 Period of Operations and Management Phase
Post commissioning, the CCC shall enter the operations and management phase which the CCO
shall have to run as per details given hereunder for two years from go-live. The contract will be
extendable on a year-to-year basis solely at the discretion of the Purchaser on same terms and
conditions upto a maximum of three years beyond the current envisaged two years and as per
Para 6.37 (Change Requests/ Management and Contract Amendments) of this RFP. In case of any
extension to the CCO beyond two years after go-live, the per seat cost may be increased by 8% on
an annual basis on the previous per seat cost
4.1.2.2 Window of operations
The operating window for CCC shall be from 8 am to 8 pm, 7 days a week and the CCO should
maintain the number of agents requested by the purchaser throughout the window of operations.
CCC shall not be operational on National holidays.
4.1.2.3 Language Capabilities
CCC should support English and Hindi language to enable access to a greater section of
the populace.
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For contacts made via telephone, an IVRS prompt shall provide language options to the
caller to facilitate language selection. The CCO shall ensure that adequate number of
agents trained in local language are available for providing services.
Any online interface provided by the CCO should also support bi-lingual (English and
Hindi) capabilities for both display and input. Outbound emails to customers shall be in
the language of communication recieved from the customer. In case language of
communication is not known, Hindi will be the default language.
4.1.2.4 Content Management
Content creation and management is the backbone of any contact centre. The CCO will create,
maintain, update and validate the scripts from the data for the purposes of facilitating the same to
its agents. These scripts shall be considered for real-time citizen interaction usage only after
approval from the respective state departments.
Content Management shall entail the following activities on the part of CCO:
a. Content Creation: Content creation refers to the conversion and transformation of the
identified information and data in pre-defined formats. Once the data transfer is
completed from the Department’s end, this data shall be processed at CCC level for
conversion in pre-defined formats, usually in script form, which shall be utilized by CCC
Agents during service delivery to citizens. During data processing, it shall be ensured by
CCO that sanctity of data is maintained and no change in data content is done.
b. Content Update and Modification: CCO must ensure periodic update of content. Any
update intimated by the Participating Department or Purchaser must be incorporated
within 2 days of such intimation.
CCO must also ensure preparation of FAQs on the basis of frequent service requests
experienced at CCC; the same shall be incorporated in the content every 15 days.
c. Content Validation: CCO must ensure validation and formal vetting of scripts (including
FAQs) generated and updated on the basis of content received from the participating
departments before its use for real-time citizen interaction. The manner and frequency of
validation shall be decided during discussions between the State and CCO. CCO shall
submit the script / content related to the services to the owner/ participating department
with the help of RISL and take formal approval either through email / written
communication. RISL shall facilitate and help CCO in seeking timely approval from the
participating department.
4.1.2.5 Call Management
CCC will be accessible by the customers on the designated number and email address. The calls
initiated from any phone number/ operator to the designated number shall land in the CCC of the
State. An indicative call flow is provided at Annexure 6 of the RFP document.
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The CCO will be required to prepare the Standard operating procedures (SOP) for various call
types received through various channels and for each service to be delivered from the CCC. The
list of standard operating procedures to be prepared includes, but not limited to, the following:
SOP for handling voice, SMS and eMail channels for both information and grievance
requests
SOP for call closure including follow-up with departments
SOP, scripts and escalation matrix for each service to delivered through CCC
4.1.2.6 System Maintenance post Go-Live
The CCO shall be responsible for CCC solution and infrastructure maintenance during the
operations and maintenance phase which shall include:
Annual Technical Support Services including application patch, updates and deployment
Application Customization (incl IVR Tree expansion)
Maintenance of IT Infrastructure and support systems
Helpdesk Management
Preventive Maintenance Services
Corrective Maintenance Services
Configuration Maintenance Services
Network Management Services
Vendor Management Services
Asset Management Services
Overall responsibility for smooth operations of the complete CCC ecosystem
4.1.2.7Monitoring
A facility should be available for Purchaser’s monitoring team, external & internal auditors
to periodically inspect the functioning of Call Center. The monitoring team should be able
to access all sub-systems/ servers), records, security measures including data & software
back-ups, firewalls, anti-virus software updates etc.
Additionally, CCO should provide facility to remotely monitor performance on all SLAs/
KPIs and also of all the applications provided by the system i.e. real- time ACD statistics,
calls in queue, number of agents logged in, number of agents abandoned answered calls,
query of the call logs of a particular customer etc. by designated Call Center Coordinator or
Call Center in-charge
CCO should generate and submit to RISL periodic MIS and SLA reports as per the format
and frequency decided by RISL
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4.1.2.8 Manpower Requirements
a) The CCO will be responsible for providing manpower for the number of seats specified in
Para 4.1.1.1 (d). The CCO should provision for staff (incl buffer staff, if any) in such a way that
the SLAs specified are maintained.
b) The CCO will have to ensure availability of below mentioend staff on a full time basis at
Jaipur in the CCC:
i. The CCO shall provide 1 project manager for every 50 seats. For any additional
requiremnent beyond 50 seats, the CCO will provide an additional project
manager.
ii. The CCO shall provide agents as specified in para 4.1.2.8 above
iii. The CCO shall provide 1 content manager for every 10 seats
iv. Based on need, requirement for software developers may arise for customization
and/ or integration requirements at CCC. The CCO will provide software
developers as per the UIDAI empanelment for Software Solution Providers (Tier
III).
v. The educational qualifications and experience requirements for the project
manager, agents, content manager and software developer are available in
Annexure 7.
vi. While the CCO will be paid on the basis of seats specified in para 4.1.1.1 (d), it shall
also have to ensure the additional staff such as team leads, trainers, quality team
etc from time to time in order to effectively run the CCC operations within the
prescribed SLAs
c) The CCO will be liable to adhere to all the labour laws and any other laws as may be
applicable. Any violation in this regard will empower RISL to terminate the contract. There
will not be any employer-employee relationship between Purchaser and staff of CCO. As
such, the CCO’s personnel, employees, agents, etc, should have no authority or right to bind
Purchaser in any manner. It is also clarified that the personnel employed by the CCO will be
exclusively the employees of the CCO, will be supervised directly and controlled by the CCO
or its representative, shall be governed by terms of the CCO’s employment and should have
no relationship with Purchaser. The CCO shall be responsible and liable in the event of any
adverse claims of whatsoever nature made on Purchaser by the employees of the CCO.
d) If it is observed by Purchaser that an Agent/ Team Leader has misbehaved with a caller on
telephone, or if complaint is received against any of the Agent/ Team Leader or if his/ her
performance is found to be lacking in the opinion of Purchaser, Purchaser may instruct the
CCO to remove such person from the Purchaser's Call Center.
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4.1.2.9 Training
a) CCO should make arrangements for imparting proper training in soft skills, language skills,
call handling via different channels, training on CRM terminals, content based training etc.
so as to prepare the agents to answer different types of queries, and on other appropriate
aspects of contact centre services. The salient featutres of the training program for the agents
is provided at Annexure 7 of this document.
b) CCO shall ensure that all the agents are put on live customer interactions only after providing
them 30 days of successful training. All training costs are CCO’s responsibility.
c) The purchaser has the right to attend any training session and/or conduct a training test for
agent/s
4.2 Out of Scope activities for CCO
The following activities have not been included in the scope of the CCO currently. However, based
on future requirements, the CCO may be asked to undertake one or more of the following
activities:
Integration of the existing departmental applications with CCC
Customization to the IT infrastructure (as mentioned under Para 4.1.1.2) resulting from/
necessitated by integration with departmental applications
Any other related activity which is not a part of scope of work above
The scope of work under this section shall be awarded to the CCO as per Section 6.37 Change
Request/Management.
4.3 Other Stakeholders’ Responsibilities
The ability of the CCO to accomplish its scope of work, as specified above, depends on multiple
factors including external stakeholders like RISL fulfilling their responsibilities/ obligations
towards the project. These stakeholders and their responsibilities are mentioned below:
a) RajCOMP Info Services Limited (RISL): RISL shall be the state designated agency for
implementation and maintenance of Citizen Contact Centre in Rajasthan. The primary
responsibilities of RISL shall include but not limited to:
Finalization and formalization of agreement and contract with the selected CCO
Approval of space / location for CCC Agent Area
Ensure facilitation, support and coordination for CCC integration with NeGP
infrastructure projects including SDC, SWAN, CSC, State Portal, etc
Coordinate and facilitate interactions between the project stakeholders including CCO,
State Government Departments and State PMU for CCC implementation
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Facilitate administrative readiness and e-readiness of the State Government
including participating Departments
Facilitate necessary MoU / agreements with State Line Departments/CCO(as
applicable)for defining service levels for identified services, overseeing service level
adherence, implementation and sustainability of the project and subsequent state
wide rollout
Approval of toll-free number, the provider and the rate plan
Identification of departments and services to be included in CCC along with the
service roll out plan
Coordinate with participating departments and oversee the process changes which
would be required from departments’ end for enabling the service delivery through CCC
Project Management, Monitoring and Evaluation as per SLAs defined in the contract /
agreement with CCO
Periodic review of the project progress, identification of risks and guidance on risk
mitigation including preparation of monthly status reports and quarterly review of CCC
performance against the benchmarked SLAs
Coordination with multiple stakeholders for resolution of issues and challenges
identified during the project implementation phase and post implementation phase
RISL shall also ensure necessary facilitation for content generation / creation / update
of records for undertaken services and authentication of the same by the participating
departments. Post conversion, this shall be authenticated and validated by the
participating departments and service owners for all the CCC services.
Administration rights of the procured IT infrastructure by bidder and hosted at SDC,
shall be vested by RISL.
b) Participating State Department
Participating departments shall be identified at the State level under the supervision of RISL.
Once the departments agree and accept to participate in the CCC, these departments shall ensure
the following:
Appointment of Nodal Officer for the department as SPOC (Single Point of Contact) for
CCC coordination with other CCC stakeholders
Identification and finalization of services to be delivered through CCC in conjunction
with RISL
Ensure the required support for enabling the identified service to be launched through
CCC. This shall include the following steps:
Content Creation
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Content Validation – State Department shall be responsible for validating all
the data related to its services including the agent scripts
Periodic/ need based Data Update & Modification
State Department shall be responsible for updating the data regularly, deleting
or removing irrelevant data and adding new data
Sharing of information updates (as applicable for transactional services)
Information dissemination: Promote usage of CCC through its own media,
channels, campaigns
Processing of citizen service requests routed through CCC in a time bound manner
c) RSDC(Rajasthan State Data Centre)
RSDC is the State data centre which will host the hardware and software infrastructure at its
place. It plays a key role in implementation of the contact centre in the state, with following
responsibilities:-
All services, applications and infrastructure to provide efficient delivery of G2C services
will be consolidated on RSDC.
The bidder shall be provided with the hardware infrastructure for enabling the various
IT components of CCC. The list of infrastructure to be provide by RSDC has been
attached as Annexure4 of this RFP.
RSDC shall be responsible to manage all shared servers and infrastructure to be used
for deployment of contact centre IT infrastructure
RSDC shall provide infrastructure such as firewall service, directory service,
management and data storage services, SMS and payment gateway which could be a
shared infrastructure to all the applications /departments in the RSDC.
Some of the key functionalities of RSDC are Central Data Repository of the State,
Secure
Data Storage, Disaster Recovery, Remote Management and Service Integration.
The RSDC shall provide existing EMS server and tools for the SLA management, in
respect to monitor application downtime and application performance.
The RSDC shall provide with existing IT help desk server and tools for help desk
monitoring.
RSDC shall provide necessary server licenses like operating system for (servers),
antivirus (servers), backup software licence etc.
RSDC shall provide required physical and remote access to bidder for monitoring the
contact centre applications at RSDC.
RSDC shall share the required non-IT infrastructure (e.g. Electricity, power backup
etc.) as per service level.
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RSDC shall provide SAN Storage, high speed (Fibre Channel)
RSDC shall provide all SAN related infrastructure (e.g. SAN switch) for sharing to the
successful bidder.
RSDC shall provide SAN SATA and Tap library usable for archived data storage.
RSDC shall provide required number of Internal and external IP at data centre for the
contact centre applications.
4.4 Project Milestones & Time Schedule
It is envisaged that the CCC go-live shall be accomplished by the CCO within 16 weeks from the
date of issuance of work order to the CCO and shall include delivery of following:
S.No.
Milestone Scope Of Work Deliverables
1. CCC Go-Live 4.1.1.1 (A, B & D) Site Completion Report(Completion of civil andinterior work and other non-ITinfrastructure) and teamdeployment
4.1.1.1 (C) Toll free number selection andplan finalization
4.1.1.2 (A &B) Solution deployment,Integration and customizationreport
4.1.1.2 (C) Content Development and SOPPreparation
4.1.1.2 (D) User Acceptance Testing
4.1.1.2 (E) Security Audit
4.1.1.2 (F) Go-Live Certificate
2. Operations &Maintenance Phase
4.1.2 SLA reports
MIS reports
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5. INSTRUCTIONS TO BIDDER (ITB) & BIDDING PROCESS
5.1 Sale of Tender/ Bidding Document
The complete bidding document shall be available on the websites for the period as specified in
the NIT. The prospective bidders are permitted to download the bidding document from any of
the specified websites but must pay the cost of tender/ bidding document while submitting the
ebids.
5.2 Clarifications to the Bidding/ Bid Document
a) If the prospective bidder has any doubts as to the meaning of any portion of the bidding
document, then he is allowed to refer the same to the tendering authority and get
clarifications. He may do so by contacting the tendering authority in writing at the tendering
authority’s address indicated in the NIT.
b) The Tendering authority/ Procurement Committee will respond, either in writing or will
upload the details on the websites mentioned in the NIT, to any request for clarification,
provided that such request is received no later than 8 Days after the Pre-bid Meeting. All
the prospective bidders must submit the prescribed Tender Fee before submitting any such
requests to the Tendering authority.
c) The Tendering authority shall forward copies of its response to all Bidders who have
purchased the Bidding Document directly from it and shall also place it on the eProc
website, including a description of the inquiry but without identifying its source.
d) Should the Tendering authority deem it necessary to amend the Bidding Document as a
result of a clarification or otherwise, it shall do so by issuing a revised bidding document
and/ or Addendum/ Corrigendum. If need be, the deadline for submission of Bids may also
be extended in order to give reasonable time to the prospective \Bidders to take into account
the amendment.
e) Post-bid clarifications, if any, will be sought only once. Hence, bidders are advised to
prepare and submit the bid accordingly and ensure that all the required documents are in
place. Also, clarifications shall be sought only for the bid/ documents submitted and no new
documents shall be accepted.
5.3 Pre-bid Conference/ Meeting
a) The bidder or its official representative (not more than two representatives per bidder) is
invited to attend the pre-bid meeting as per the details specified in NIT. The objective of this
meeting is to address the generic queries of the prospective bidders related to the Project/
bidding document.
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b) Only the bidders/ firms, who have purchased the bidding document from the office of the
RISL or have deposited the prescribed tender fee, are allowed to attend the pre-bid
conference/ meeting and submit their pre-bid queries in the specified format as per
Annexure-8. Bidders having purchased the bidding document are welcome to attend the
pre-bid meeting, even if they do not have any specific queries. Tendering authority shall
respond to the queries of only those bidders who have purchased the bidding document till
the day of pre-bid meeting or within 8 days after the Pre-bid meeting.
c) As a result of discussions in the pre-bid conference, if modifications in the bidding
document, specifications of services and/ or goods are considered necessary, they may be
done by issuing an addendum/ corrigendum and its copies shall be sent through Email/ post
to all the bidders having purchased the bidding document. The corrigendum/ addendum
and the Final bidding document will be placed on the websites as specified in the NIT.
d) The tendering authority reserves the right not to respond to any/ all queries raised or
clarifications sought if, in their opinion and at their sole discretion, they consider that it
shall be inappropriate to do so or do not find any merit in it.
5.4 Amendment of Bidding Document
a) At any time prior to the deadline for submission of the Bids, the tendering authority may
amend the Bidding document by issuing Corrigendum/ Addendum.
b) Any Corrigendum/ Addendum issued shall be a part of the Bidding document and shall be
communicated to all, either in writing or by uploading the details on the websites mentioned
in the NIT, who have purchased the Bidding document and on the websites specified in NIT.
c) To give prospective Bidders reasonable time in which to take a Corrigendum/ Addendum
into account in preparing their Bids, the tendering authority may, at its discretion, extend
the deadline for the submission of the Bids.
d) Any change in date of submission and opening of bids shall be published in appropriate
manner including the websites mentioned in the NIT.
5.5 Documents comprising the Bid
a) A two stage-Two envelope/ cover system shall be followed for the eBid –
Technical bid (including the eligibility & technical documents)
Commercial bid
b) Technical bid shall include the following documents: -
S. No. Documents Type Document Format
1 Covering Letter – Technical Bid On bidder’s letter head duly signed by
authorized signatory
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Fee Details
2 Tender Fee Scanned copy of Fee Receipt
3 RISL Processing Fee Scanned copy of Fee Receipt
4 EMD Scanned copy of DD/ Banker’s Cheque/
Bank Guarantee
Eligibility Documents
5 Tender Form As per Annexure-9
6 Bidder’s Authorisation Certificate As per Annexure-10
7 Self-Declaration – No Blacklisting As per Annexure- 11
8 All the documents mentioned in the
“Eligibility Criteria”, in support of the
eligibility
As per the format mentioned against the
respective eligibility criteria clause
Technical Documents
9 Certificate of conformity/ no deviation As per Annexure- 12
10 Manufacturer's Authorization form
(MAF)
Following items are required for
Manufacturer's Authorization and are
also covered under Annexure 3:
I) Hardware:-
a) ACD- IVRS- Recording server
b) CTI Integration server
II) Software:-
a) CRM
b) CTI
c) ACD
d) Recording solution
e) IVRS solution
As per Annexure 13
11 Undertaking of Authenticity of
Computer(Equipments)
As per Annexure 14
12 Components Offered As per Annexure 15
13 Requirements Compliance Sheet As per Annexure 19
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c) Commercial bid shall include the following documents: -
S. No. Documents Type Document Format
1 Covering Letter – Financial Bid On bidder’s letter head duly signed
by authorized signatory
2 Price Bid As per BoQ (.XLS) on eProc
website
The bidder should ensure that all the required documents, as mentioned in this bidding
document, are submitted along with the bid and in the prescribed format only. Non-submission
of the required documents or submission of the documents in a different format/ contents may
lead to the rejections of the bid proposal submitted by the bidder.
Post-bid clarifications, if any, will be sought only once. Hence, bidders are advised to prepare
and submit the bid accordingly and ensure that all the required documents are in place. Also,
clarifications shall be sought only for the bid/ documents submitted and no new documents
shall be accepted.
5.6 Cost of Bidding
The Bidder shall bear all costs associated with the preparation and submission of its eBid, and
the tendering authority shall not be responsible or liable for those costs, regardless of the
conduct or outcome of the bidding process.
5.7 Language of Bids
The eBid, as well as all correspondence and documents relating to the Bid exchanged by the
Bidder and the tendering authority, shall be written only in English Language. Supporting
documents and printed literature that are part of the Bid may be in another language provided
they are accompanied by an accurate translation of the relevant passages in English/ Hindi
language, in which case, for purposes of interpretation of the Bid, such translation shall govern.
5.8 Bid Prices
a) Prices quoted in the bid must be firm and final and shall not be subject to any
modifications, on any account whatsoever. The price quoted shall include all costs and all
taxes and duties applicable to the bidder as per law of the Central/ State Government/
Local Authorities, unless specifically asked for separately or excluded. Revision in taxes/
duties including VAT and Service Tax shall be on account of the tendering authority if they
have been asked for separately in the financial bid and are not taken into account for the
purpose of comparison of bids. If, however, they have not been asked for separately, any
benefit or additional cost will be on account of the bidder.
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b) All the prices should be quoted only in Indian Rupees (INR) Currency.
c) Prices/ Rates shall be written both in figures and words, as applicable.
d) All rates quoted must be FOR destination/ site where the IT/ Computer systems and allied
items are to be installed, and should include all incidental charges except Central/
Rajasthan VAT, which should be shown separately in the Financial/ Commercial bid
format only. In case of local supplies the rates should include all taxes, etc., and RISL will
not pay any cartage or transportation charges.
e) All the required items must be listed and priced separately in the financial bid. If a
financial bid shows items listed but not priced, their prices shall be assumed to be included
in the prices of other items. Items not listed in the financial bid shall be assumed not to be
included in the bid, and provided that the bid is substantially responsive, the
corresponding adjustment shall be applied in accordance with the provisions of bidding
document.
f) The price to be quoted in the financial bid shall be the total price of the bid. Discount, if
any, should be included in the quoted price.
g) The disaggregation of price components is required solely for the purpose of facilitating
the comparison of bids by the tendering authority. This shall not in any way limit the
tendering authority’s right to contract on any of the terms offered: -
For Goods offered from within/ outside the country
For Related Services whenever such Related Services are specified in the bidding
document.
5.9 Period of Validity of Bids
a) Bids shall remain valid for the period of 180 days, as specified in NIT, after the bid
submission deadline date prescribed by the tendering authority. A bid valid for a shorter
period shall be rejected by the tendering authority as nonresponsive bid.
b) In exceptional circumstances, prior to the expiration of the bid validity period, the
tendering authority may request bidders to extend the period of validity of their Bids. The
EMD shall also be extended for a corresponding period. A bidder may refuse the request
without forfeiting its bid security i.e. EMD. A bidder granting the request shall not be
required or permitted to modify its bid. The request and the responses shall be made in
writing.
5.10 Earnest Money Deposit (EMD)
a) Every bidder, if not exempted, participating in the bidding process must furnish the
required EMD as specified in the Notice Inviting Tender (NIT).
b) Government of Rajasthan and Union Government undertakings, corporations, companies;
autonomous bodies managed or controlled by Government are not required to submit the
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EMD. Receipt of EMD or Registration certificate or Certificate that the bidder is a
Government undertaking/ Corporation/ Company/ autonomous body as mentioned above
shall necessarily accompany the sealed bid without which the bid shall be rejected
forthwith.
c) For the S.S.I. units of Rajasthan, a 75% discount shall be given in EMD, i.e., they will have
to pay only 25% of the prescribed EMD. Similarly, Performance Security Deposit shall be
@ 1% of the total agreed/ ordered project cost. They will have to furnish original or
certified copy of the registration of SSI unit issued by the Director of Industries in respect
of stores for which they are registered.
d) EMD of a bidder lying with RISL in respect of other bids awaiting decision will not be
adjusted towards EMD for the fresh bids. The EMD originally deposited may, however, be
taken into consideration in case bids are re-invited.
e) Form of EMD: The EMD may be deposited in the form of a banker’s cheque or demand
draft or bank guarantee (only if it exceeds Rs. 10 Lacs) in favour of “Managing Director,
RajCOMP Info Services Limited” payable at “Jaipur”. The bidder will submit bank
guarantee in the prescribed format at Annexure 17. The EMD shall be valid for the period
of Bid Validity as mentioned in the NIT. The same shall be payable at par at “Jaipur”.
f) Refund of EMD: The EMD of unsuccessful bidders shall be refunded soon after final
acceptance of bid and award of contract. In case of best/ successful bidder, the EMD, if
feasible, may also be adjusted in arriving at the amount of the PSD.
g) Forfeiture of EMD: The EMD taken from the bidder shall be forfeited in the following
cases:-
When the bidder withdraws or modifies his bid proposal after opening of bids.
When the bidder does not execute the agreement after placement of order within the
specified time.
When the bidder fails to commence the supply of the goods and service as per
purchase / work order within the time prescribed.
When the bidder does not deposit the security money after the purchase/ work order
is placed.
To adjust any dues against the firm from any other contract with RISL.
5.11 Deadline for the submission of Bids
a) Bids must be submitted by the bidders online at eProc website as indicated in the NIT of
subsequent Corrigendum, if any.
b) Normally, the date of submission and opening of bids shall not be extended. However, in
exceptional circumstances or when the bidding document is required to be substantially
modified as a result of discussions in pre-bid conference and the time with the
prospective bidders for preparation of bids appears insufficient, the date may be extended
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by Managing Director, RISL and due publicity to such change in date of submission of
bids shall be given. In such cases, it shall be ensured that after issue of corrigendum,
reasonable time is available to the bidders to prepare and submit their bids. Any change
in date of submission and opening of bids shall also be placed on the respective websites
immediately. However, if the modifications in bidding document, specifications of goods
and service are substantial, fresh publication of original bid inquiry may also be issued.
c) The tendering authority may, at its discretion, extend the deadline for the submission of
bids by amending the bidding document, in which case all rights and obligations of the
tendering authority and bidders previously subject to the deadline shall thereafter would
be subject to the deadline as extended.
5.12 Format and Signing of Bid
a) The bid forms/templates/annexure etc., wherever applicable, shall be typed or written in
indelible ink and shall be signed (all the pages) by a person duly authorized to sign, in
token of acceptance of all the terms and conditions of the bidding document. This
authorization shall consist of a written letter of Authorization from the authorised person,
accompanied with a board resolution, in case of a company/power of attorney as per
Annexure-10.
b) Any amendments such as interlineations, erasures, or overwriting shall be valid only if
they are signed or initialled by the authorized person signing the bid.
c) The bid, duly signed (digitally) by authorised signatory, should be uploaded on the
eproc portal in respective file/ format.
d) Bidders must submit their bids online at eproc portal. Bids received by another other
means shall not be accepted.
e) If bids are not submitted as per the details mentioned in this bidding document and
eProc website, the tendering authority shall reject the bid.
5.13 Withdrawal and Re-submission (Substitution) of Bids
a) If permitted by the tendering authority, a Bidder may withdraw its bid or re-submit its
bid (technical and/ or financial cover) as per the instructions/ procedure mentioned at
eProc website under the section “Bidder’s Manual Kit”.
b) Bids withdrawn shall not be opened and processed further.
5.14 Bid Opening/ Opening of Tenders
a) The designated Procurement Committee will perform the bid opening, which is a critical
event in the bidding process.
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b) The tendering authority shall conduct the bid opening at the address, date and time
specified in the NIT.
c) All the bids received up to the specified time and date in response to all the bid inquiries
shall be opened by the members of the designated Procurement Committee at the
specified place, date and time in the presence of bidders or their authorized
representatives who may choose to be present. Alternatively, the bidders may also view
the bid opening status/ process online at eProc website.
d) All the documents comprising of technical bid/ cover shall be opened & downloaded from
the eProc website (only for the bidder’s who have submitted the prescribed fee(s) to
RISL).
e) All the technical bid covers, except the Commercial/ Financial cover, shall be opened one
at a time, and the following read out and recorded: the name of the bidder; the presence
of the RISL processing fee, tender fee, EMD and any other details as the tendering
authority may consider appropriate.
f) The Tendering authority shall prepare a record of the bid opening that shall include, at a
minimum: the name of the bidder and the presence or absence of processing fee, Tender
fee, and EMD. The bidder’s representatives who are present shall be required to sign the
attendance sheet.
g) The Commercial/ Financial cover shall be kept unopened and shall be opened later on the
date and time intimated to the bidders who qualify in the evaluation of technical bids.
5.15 Selection method
The selection method is least cost based (L1). The eligible bidders whose bids are determined to
be substantially responsive shall be considered to be qualified in the technical evaluation, unless
disqualified, and shall be informed in either in writing or upload the details in eProc portal and
RISL website about the date, time and place of opening of their financial bids.
5.16 Guiding Principles for Evaluation of Bids
a) The tendering authority shall strictly apply only and all of the evaluation and qualification
criteria specified in the bidding document.
b) The determination shall be based upon an examination of the documentary evidence of
the bidder’s qualifications and proposed solution submitted by the bidder.
c) A bidder shall be considered to be eligible if it meets the eligibility criteria as mentioned
in the RFP.
d) A responsive bid shall be the one that meets the requirements of the bidding document
including the technical evaluation criteria, if any, without material deviation, reservation,
or omission where: -
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(i) “Deviation” is a departure from the requirements specified in the bidding
document;
(ii) “Reservation” is the setting of limiting conditions or withholding from complete
acceptance of the requirements specified in the bidding document; and
(iii) “Omission” is the failure to submit part or all of the information or documentation
required in the bidding document.
e) A material deviation, reservation, or omission is one that, if accepted, shall: -
(i) Affect in any substantial way the scope, quality, or performance of the Goods and
Related Services specified in the bidding document; or
(ii) limits in any substantial way, inconsistent with the bidding document, the tendering
authority’s rights or the bidder’s obligations under the proposed Contract; or
(iii)If rectified, shall unfairly affect the competitive position of other bidders presenting
responsive bids.
f) Provided that a bid is substantially responsive, the tendering authority -
(i) May waive any nonconformity in the bid that does not constitute a material
deviation, reservation or omission.
(ii) May request that the bidder submit the necessary information or documentation,
within a reasonable period of time, to rectify nonmaterial nonconformities or
omissions in the bid related to documentation requirements. Requesting
information or documentation on such nonconformities shall not be related to any
aspect of the price of the bid. Failure of the bidder to comply with the request may
result in the rejection of its bid.
(iii)Shall rectify nonmaterial nonconformities or omissions. To this effect, the bid price
shall be adjusted, for comparison purposes only, to reflect the price of the missing
or non-conforming item or component. The adjustment shall be made using the
method indicated in pre-qualification and Evaluation Criteria of this bidding
document.
5.17 Evaluation of Technical Bids
a) The technical evaluation shall be completed by the designated Procurement Committee as
early as possible after opening of technical bids. It shall examine the technical bid
including the eligibility documents.
b) Technical evaluation: Bids of organizations which are eligible as per Section 3 of this RFP
will be considered for the technical evaluation. Technical evaluation will consist of
examination of EMD, tender fee, RISL processing fees and technical documents
mentioned at Para 5.5 of section Instructions to Bidder(ITB) & Bidding process
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c) The firms which could not qualify in technical evaluation will be informed about this fact.
Their financial bid will be returned unopened and EMD refunded after completion of the
bid process i.e. award of the contract to the best/ successful bidder.
5.18 Evaluation of Financial Bids
a) The financial bids/ cover of bidders who qualify in technical evaluation shall be opened
online at the notified time, date and place by the members of the designated Procurement
Committee in the presence of the bidders or their representatives who choose to be
present. Alternatively, the bidders may also view the financial bid opening status/ process
online at eProc website.
b) The process of opening of financial bids/ covers shall be similar to that of technical bids.
c) The names of the firms and the rates given by them shall be read out and recorded in
tender opening register.
d) To evaluate a bid, the tendering authority shall consider the following: -
The bid price as quoted in accordance with bidding document
Price adjustment for correction of arithmetic errors in accordance with bidding
document.
e) The evaluation shall include all costs and all taxes and duties applicable to the bidder as
per law of the Central/ State Government/ Local Authorities.
f) Treatment of CenVAT/ VAT etc. shall, however, be as per Clause “Comparison of Rates of
firms outside and those in Rajasthan” below.
5.19 Clarification of Bids
a) To assist in the examination, evaluation, comparison and post qualification of the bids,
the tendering authority may, at its discretion, ask any bidder for a clarification of his bid.
The tendering authority’s request for clarification and the response shall be either in
writing or by uploading the details on the websites mentioned in the NIT.
b) Any clarification submitted by a bidder with regard to his bid that is not in response to a
request by the tendering authority shall not be considered.
c) No change in the prices or substance of the bid shall be sought, offered, or permitted,
except to confirm the correction of arithmetic errors discovered by the tendering
authority in the evaluation of the Commercial/ Financial Bids.
5.20 Correction of Arithmetic Errors
Provided that the bid is substantially responsive, the competent Procurement Committee shall
correct arithmetical errors on the following basis: -
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a) if there is a discrepancy between the unit price and the total price that is obtained by
multiplying the unit price and quantity, the unit price shall prevail and the total price
shall be corrected, unless in the opinion of the tendering authority there is an obvious
misplacement of the decimal point in the unit price, in which case the total price as
quoted shall govern and the unit price shall be corrected;
b) if there is an error in a total corresponding to the addition or subtraction of subtotals, the
subtotals shall prevail and the total shall be corrected; and
c) if there is a discrepancy between words and figures, the amount in words shall prevail,
unless the amount expressed in words is related to an arithmetic error, in which case the
amount in figures shall prevail subject to (i) and (ii) above.
5.21 Comparison of Rates of firms outside and those in Rajasthan
While tabulating the bids of those firms which are not entitled to price preference, the element
of Rajasthan VAT shall be excluded from the rates quoted by the firms of Rajasthan and the
element of Central VAT shall be included in the rates of firms outside Rajasthan. In such case,
if the price of any commodity being offered for sale by firms in Rajasthan is the same or lower
(excluding element of Rajasthan Sales Tax) than the price of firm outside Rajasthan (including
element of Central Sales Tax), the commodity shall be purchased from the firm in Rajasthan.
5.22 Margin of Preference/ Price Preference
No margin of preference/ price preference shall be given to the goods produced or
manufactured by Industries of Rajasthan over goods produced or manufactured by Industries
outside Rajasthan.
5.23 Comparison of bids and determination of the best value bid
The tendering authority shall compare responsive bids of all eligible bidders to determine the
best value bid, in accordance with the evaluation criteria given in this RFP.
5.24 Negotiations
As a general rule, negotiations after opening of financial bids shall be discouraged. However,
negotiations may be undertaken in exceptional circumstances, such as: -
When ring prices have been quoted.
When the quoted rates have wide variations and are much higher than the market rates
prevailing at the time of opening of bids.
Negotiations shall not make original offer of the bidder ineffective.
a) Negotiations shall be conducted with the best value bidder only and by information given
in writing with a minimum period of 3 days (in case of a local bidder) and 7 days (in case
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of an outstation bidder) shall be given for response in writing and in sealed cover. In case
of urgency, the tender sanctioning authority may reduce the notice period for
negotiations provided the bidder receives the information regarding holding negotiations.
b) In case the best value bidder does not reduce his rates in response to negotiations or the
rates so reduced are still considered to be higher, the tender sanctioning PC may decide to
make a written counter offer to the best value bidder. If the best value bidder does not
accept the counter offer given by the PC, the PC may recommend rejecting the bid or may
repeat the process to make the same counter offer to second best value bidder and so on
to third, fourth best value bidder, etc. till a bidder accepts it.
5.25 Disqualification
Tendering authority may at its sole discretion and at any time during the processing of bids,
disqualify any bidder/ bid from the bid process if the bidder: -
Has not submitted the bid in accordance with the bidding document.
Has submitted bid without submitting the prescribed Tender Fee, RISL Processing Fee,
EMD or the Bidder's authorisation certificate/ Power of Attorney.
Has imposed conditions in his bid.
During validity of the bid or its extended period, if any, increases his quoted prices.
Has made misleading or false representations in the forms, statements and attachments
submitted in proof of the eligibility requirements.
Has failed to provide clarifications related thereto, when sought.
Has submitted more than one bid. This will cause disqualification of all bids submitted by
such bidders including forfeiture of the EMD.
Is found to canvass, influence or attempt to influence in any manner for the qualification
or selection process, including without limitation, by offering bribes or other illegal
gratification.
5.26 Acceptance of the Tender/ Bid and Notification of Award
a) Prior to the expiration of the period of bid validity, the tendering authority shall notify the
successful bidder, in writing, that its bid has been accepted.
b) The tendering authority shall award the Contract to the bidder whose proposal/ bid has
been determined to be the best value bid.
c) Decision on bids shall be taken within original validity period of offers. If the decision on
acceptance or rejection of a bid cannot be taken within the original bid validity period due
to unavoidable circumstances, all the bidders shall be requested to extend validity period
of their bids up to a specified date.
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d) As soon as a bid is accepted by the tendering authority, its written intimation shall be sent
to the concerned bidder. If the issuance of formal Work Order is likely to take time, a
Letter of Intent (LOI) may be sent in the meanwhile. In the same intimation the bidder
may be asked to execute an agreement in prescribed format on a non-judicial stamp of
prescribed value and deposit the amount of prescribed performance security deposit
within 15 days from the date of issue of acceptance.
e) The acceptance of an offer is complete as soon as the letter of communication is posted to
the correct address of the bidder.
f) The acceptance of the bid shall also be placed on website of RISL for general information
to all.
g) The EMD of the bidders whose bids could not be accepted shall be refunded soon after
the agreement with the successful bidder is executed and his performance security
deposit is obtained. Until a formal Contract is prepared and executed, the notification of
award shall constitute a binding Contract.
5.27 Confidentiality
a) Information relating to the examination, evaluation, comparison, and post qualification
of bids, and recommendation of contract award, shall not be disclosed to bidders or any
other persons not officially concerned with such process until publication of the Contract
award.
b) Any attempt by a bidder to influence the tendering authority or other officials in the
examination, evaluation, comparison, and post qualification of the bids or Contract award
decisions may result in the rejection of his bid.
c) From the time of bid opening to the time of Contract award, if any bidder wishes to
contact the tendering authority on any matter related to the bidding process, he is
allowed to do so in writing.
5.28 Conflict of Interest
a) RISL considers a conflict of interest to be a situation in which a party has interests that
could improperly influence that party’s performance of official duties or responsibilities,
contractual obligations, or compliance with applicable laws and regulations. In pursuance
of RISL's Procurement Ethics requirement that bidders, suppliers, and contractors under
contracts, observe the highest standard of ethics, RISL will take appropriate actions
against the bidder, if it determines that a conflict of interest has flawed the integrity of
any procurement process. Consequently all bidders found to have a conflict of interest
shall be disqualified.
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b) A bidder may be considered to be in a conflict of interest if the bidder or any of its
affiliates participated as a consultant in the preparation of the solicitation
documents/RFP for the procurement of the goods and services that are the subject matter
of the bid.
c) It may be considered to be in a conflict of interest with one or more parties in the bidding
process:-
(i) if they have controlling shareholders in common; or
(ii) it receives or have received any direct or indirect subsidy from any of them;
or
(iii)they have the same legal representative for purposes of the Bid; or
(iv)they have a relationship with each other, directly or through common third
parties, that puts them in a position to have access to information about or
influence on the Bid of another Bidder, or influence the decisions of the
tendering authority regarding this bidding process.
5.29 Tendering authority’s Right to Accept/ Reject any or all of the Bids
The tendering authority reserves the right to accept or reject any bid, and to cancel the bidding
process and reject all bids at any time prior to contract award, without thereby incurring any
liability to the bidders.
5.30 Right to Vary Quantities
a) At the time the Contract is awarded, the quantity of Goods and Related Services originally
specified in the bidding document may be increased or decreased but without any change in
the unit prices or other terms and conditions of the bid and the bidding document.
b) If the work order is placed up to 100% in excess of the quantities mentioned in the bidding
document, the bidder shall be bound to meet the required supply.
c) If the tendering authority does not purchase any of the tendered articles or purchases less
than the quantity indicated in the bidding document, the bidder shall not be entitled to
claim any compensation.
5.31 Repeat Orders
Repeat orders may also be placed with the consent of the supplier/ selected bidder on the rates
and conditions given in the bidding document. In such a case, the delivery/ completion period
will also be proportionately increased.
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5.32 Signing of Contract
Promptly after notification of award, the tendering authority shall send to the successful bidder
the Contract Agreement including “Special Conditions of Contract”.
Within fifteen (15) days of receipt of the Letter of Intent/ Work Order from the tendering
authority, the successful bidder shall sign, date, and return the Contract Agreement to the
tendering authority.
5.33 Performance Security Deposit (PSD)
Within fifteen (15) days of the receipt of notification of award from the tendering authority, the
successful Bidder shall furnish the Performance Security Deposit (PSD) @ 5% of the total
agreed/ ordered project value.
Failure of the successful bidder to submit the aforementioned PSD or sign the Contract
Agreement shall constitute sufficient grounds for the annulment (cancellation/ termination) of
the award and forfeiture of the EMD. In that event the tendering authority may award the
Contract to the next best value bidder whose offer is valid and substantially responsive and is
determined by the tendering authority to be qualified to perform the Contract satisfactorily.
5.34 Reservation of Rights
To take care of unexpected circumstances, RISL reserves the rights for the following: -
a) Extend the closing date for submission of the bid proposals.
b) Amend the bidding requirements at any time prior to the closing date, with the
amendment being notified to prospective bidders and on the respective websites.
c) Allow a bidder to change its technical proposal if the same opportunity is given to all
bidders but before the opening of financial bids.
d) To accept any bid not necessarily the lowest, reject any bid without assigning any reasons
and accept bid for all or anyone or more of the articles/ services for which bid has been
invited or distribute items of stores/ services to more than one bidder.
e) Terminate or abandon the bidding procedure or the entire project whether before or after
the receipt of bid proposals.
f) Seek the advice of external consultants to assist RISL in the evaluation or review of
proposals.
g) Make enquiries of any person, company or organization to ascertain information
regarding the bidder and its proposal.
h) Reproduce for the purposes of the procedure the whole or any portion of the proposal
despite any copyright or other intellectual property right that may subsist in the proposal.
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5.35 Monitoring of Contract
a) An officer or a committee of officers named Contract Monitoring Committee (CMC) may
be nominated by tendering authority to monitor the progress of the contract during its
delivery period.
b) During the delivery period the CMC shall keep a watch on the progress of the contract
and shall ensure that quantity of goods and service delivery is in proportion to the total
delivery period given, if it is a severable contract, in which the delivery of the goods and
service is to be obtained continuously or is batched. If the entire quantity of goods and
service is to be delivered in the form of completed work like fabrication work, the process
of completion of work may be watched and the selected bidder’s premises where the work
is being completed may be inspected.
c) If delay in delivery of goods and service is observed a performance notice shall be given to
the selected bidder to speed up the delivery.
d) Any change in the constitution of the firm, etc. shall be notified forth with by the
contractor in writing to the tendering authority and such change shall not relieve any
former member of the firm, etc., from any liability under the contract.
e) No new partner/ partners shall be accepted in the firm by the selected bidder in respect of
the contract unless he/ they agree to abide by all its terms, conditions and deposits with
the tendering authority through a written agreement to this effect. The bidder’s receipt
for acknowledgement or that of any partners subsequently accepted as above shall bind
all of them and will be sufficient discharge for any of the purpose of the contract.
f) The selected bidder shall not assign or sub-let his contract or any substantial part thereof
to any other agency without the permission of tendering authority.
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6. TERMS AND CONDITIONS OF TENDER & CONTRACT
Definitions
For the purpose of clarity, the following words and expressions shall have the meanings hereby
assigned to them: -
a) “Contract” means the Agreement entered into between the Purchaser and the successful/
selected bidder, together with the Contract Documents referred to therein, including all
attachments, appendices, and all documents incorporated by reference therein.
b) “Contract Documents” means the documents listed in the Agreement, including any
amendments thereto.
c) “Contract Price” means the price payable to the successful/ selected bidder as specified in
the Agreement, subject to such additions and adjustments thereto or deductions there
from, as may be made pursuant to the Contract.
d) “Day” means a calendar day.
e) “Delivery” means the transfer of the Goods from the successful/ selected bidder to the
Purchaser in accordance with the terms and conditions set forth in the Contract.
f) “Completion” means the fulfilment of the related services by the successful/ selected
bidder in accordance with the terms and conditions set forth in the Contract.
g) “Goods” means all of the commodities, raw material, machinery and equipment, and/or
other materials that the successful/ selected bidder is required to supply to the Purchaser
under the Contract.
h) “Purchaser” means the entity purchasing the Goods and related services, as specified in
the bidding document.
i) “Related Services” means the services incidental to the supply of the goods, such as
insurance, installation, training and initial maintenance and other similar obligations of
the successful/ selected bidder under the Contract.
j) “Subcontractor” means any natural person, private or government entity, or a
combination of the above, including its legal successors or permitted assigns, to whom
any part of the Goods to be supplied or execution of any part of the related services is
subcontracted by the successful/ selected bidder.
k) “Supplier/ Successful or Selected bidder” means the person, private or government entity,
or a combination of the above, whose bid to perform the Contract has been accepted by
the Purchaser and is named as such in the Agreement, and includes the legal successors
or permitted assigns of the successful/ selected bidder.
l) “The Site,” where applicable, means the designated project place(s) named in the bidding
document.
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A. General Conditions of the Bid
6.1 Income Tax and VAT Registration and VAT Clearance Certificate
No Dealer who does not hold a valid Permanent Account Number (PAN)/ Tax Identification
Number (TIN) from Income Tax department, GoR and who is not registered under the Sales
Tax Act prevalent in the State where his business is located shall bid. The VAT Registration
Number should be quoted and a VAT clearance certificate from the Commercial Taxes Officer
of the Circle concerned valid on the date of submission of bid shall be submitted without which
the bid is liable to rejection. The bidder quoting Rajasthan VAT should have valid VAT
registration in the state of Rajasthan and he should mention the same VAT registration number
in the bid document.
6.2 Contract Documents
Subject to the order of precedence set forth in the Agreement, all documents forming the
Contract (and all parts thereof) are intended to be correlative, complementary, and mutually
explanatory.
6.3 Interpretation
a) If the context so requires it, singular means plural and vice versa.
b) Entire Agreement: The Contract constitutes the entire agreement between the Purchaser
and the Supplier/ selected bidder and supersedes all communications, negotiations and
agreements (whether written or oral) of parties with respect thereto made prior to the
date of Contract.
c) Amendment: No amendment or other variation of the Contract shall be valid unless it is
in writing, is dated, expressly refers to the Contract, and is signed by a duly authorized
representative of each party thereto.
d) Non-waiver: Subject to the condition (f) below, no relaxation, forbearance, delay, or
indulgence by either party in enforcing any of the terms and conditions of the Contract or
the granting of time by either party to the other shall prejudice, affect, or restrict the
rights of that party under the Contract, neither shall any waiver by either party of any
breach of Contract operate as waiver of any subsequent or continuing breach of Contract.
e) Any waiver of a party’s rights, powers, or remedies under the Contract must be in writing,
dated, and signed by an authorized representative of the party granting such waiver, and
must specify the right and the extent to which it is being waived.
f) Severability: If any provision or condition of the Contract is prohibited or rendered
invalid or unenforceable, such prohibition, invalidity or unenforceability shall not affect
the validity or enforceability of any other provisions and conditions of the Contract.
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6.4 Language
a) The Contract as well as all correspondence and documents relating to the Contract
exchanged by the successful/ selected bidder and the Purchaser, shall be written in
English language only. Supporting documents and printed literature that are part of the
Contract may be in another language provided they are accompanied by an accurate
translation of the relevant passages in the language specified in the special conditions of
the contract, in which case, for purposes of interpretation of the Contract, this translation
shall govern.
b) The successful/ selected bidder shall bear all costs of translation to the governing
language and all risks of the accuracy of such translation.
6.5 Joint Venture, Consortium or Association
Bidder cannot form or involve in any type of Joint venture/consortium or association for
submitting the bid.
6.6 Eligible Goods and Related Services
a) For purposes of this Clause, the term “goods” includes commodities, raw material,
machinery, equipment, and industrial plants; and “related services” includes services
such as insurance, transportation, supply, installation, integration, testing,
commissioning, training, and initial maintenance.
b) All articles/ goods being bid, other than those marked in the Bill of Material (BoM)2
should be the ones which are produced in volume and are used by a large number of users
in India/ abroad. All products quoted by the successful/ selected bidder must be
associated with specific make and model numbers, item code and names and with printed
literature describing configuration and functionality. Any deviation from the printed
specifications should be clearly mentioned in the offer document by the bidder/ supplier.
c) The OEM/ Vendor of the quoted product must have its own registered spares depot in
India having adequate inventory of the equipment being quoted for providing the
necessary spares within next business day or maximum 30 hours.
d) The OEM/ Vendor of the quoted product should also have its direct representation in
India in terms of registered office for at least past 3 years. The presence through any
Distribution/ System Integration partner agreement will not be accepted.
e) Bidder must quote products in accordance with above clause “Eligible goods and related
services”.
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6.7 Notices
a) Any notice given by one party to the other pursuant to the Contract shall be in writing to
the address specified in the contract. The term “in writing” means communicated in
written form with proof of dispatch and receipt.
b) A Notice shall be effective when delivered or on the Notice’s effective date, whichever is
later.
6.8 Governing Law
The Contract shall be governed by and interpreted in accordance with the laws of the Rajasthan
State/ the Country (India), unless otherwise specified in the contract.
6.9 Scope of Supply
a) Subject to the provisions in the bidding document and contract, the goods and related
services to be supplied shall be as specified in the bidding document.
b) Unless otherwise stipulated in the Contract, the scope of supply shall include all such
items not specifically mentioned in the Contract but that can be reasonably inferred from
the Contract as being required for attaining delivery and completion of the goods and
related services as if such items were expressly mentioned in the Contract.
6.10 Delivery & Installation
a) Subject to the conditions of the contract, the delivery of the goods and completion of the
related services shall be in accordance with the delivery and completion schedule
specified in the bidding document. The details of supply/ shipping and other documents
to be furnished by the successful/ selected bidder are specified in the bidding document
and/ or contract.
b) The contract for the supply can be repudiated at any time by the purchase officer, if the
supplies are not made to his satisfaction after giving an opportunity to the bidder of being
heard and recording the reasons for repudiation.
c) The Supplier/ selected bidder shall arrange to supply, install and commission the ordered
materials/ system as per specifications within the specified delivery/ completion period at
various departments and/ or their offices/ locations mentioned in the PO/ WO.
d) Shifting the place of Installation: The user will be free to shift the place of installation
within the same city /town/ district/ division. The successful/ selected bidder shall
provide all assistance, except transportation, in shifting of the equipment. However, if the
city/town is changed, additional charges of assistance in shifting and providing
maintenance services for remaining period shall be decided mutually.
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6.11 Supplier’s/ Selected Bidder’s Responsibilities
The Supplier/ Selected Bidder shall supply all the goods and related services included in the
scope of supply in accordance with the provisions of bidding document and/ or contract.
6.12 Purchaser’s Responsibilities
a) Whenever the supply of goods and related services requires that the Supplier/ Selected
Bidder obtain permits, approvals, and import and other licenses from local public
authorities, the Purchaser shall, if so required by the Supplier/ Selected Bidder, make its
best effort to assist the Supplier/ Selected Bidder in complying with such requirements in
a timely and expeditious manner.
b) The Purchaser would pay all costs involved in the performance of its responsibilities, in
accordance with the general and special conditions of the contract.
6.13 Contract Price
a) The Contract Price shall be paid as specified in the contract subject to any additions and
adjustments thereto, or deductions there from, as may be made pursuant to the Contract.
b) Prices charged by the Supplier/ Selected Bidder for the Goods delivered and the Related
Services performed under the Contract shall not vary from the prices quoted by the
Supplier/ Selected Bidder in its bid, with the exception of any price adjustments
authorized in the special conditions of the contract.
6.14 Recoveries from Supplier/ Selected Bidder
a) Recovery of liquidated damages, short supply, breakage, rejected articles shall be made
ordinarily from bills.
b) The Purchase Officer shall withhold amount to the extent of short supply, broken/
damaged or for rejected articles unless these are replaced satisfactorily. In case of failure
to withhold the amount, it shall be recovered from his dues and performance security
deposit available with RISL.
c) The balance, if any, shall be demanded from the Supplier/ Selected Bidder and when
recovery is not possible, the Purchase Officer shall take recourse to law in force.
6.15 Taxes & Duties
a) The income tax, service tax, value added tax, etc., if applicable, shall be deducted at
source from the payment to the Supplier/ Selected Bidder as per the law in force at the
time of execution of contract.
b) The entry tax, if applicable shall be deducted at source and deposited in the government
treasury in proper revenue receipt head of account.
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c) For goods supplied from outside India, the successful/ selected bidder shall be entirely
responsible for all taxes, stamp duties, license fees, and other such levies imposed outside
the country.
d) For goods supplied from within India, the successful/ selected bidder shall be entirely
responsible for all taxes, duties, license fees, etc., incurred until delivery of the contracted
Goods to the Purchaser.
e) Revision in VAT and Service Tax shall be on account of the tendering authority if it has
been asked for separately in the financial bid and is not taken into account for the
purpose of comparison of bids. If, however, they have not been asked for separately, any
benefit or additional cost will be on account of the bidder. Revision of any other tax or
duty shall be on account of the bidder.
f) If any tax exemptions, reductions, allowances or privileges may be available to the
successful/ selected bidder in India, the Purchaser shall use its best efforts to enable the
successful/ selected bidder to benefit from any such tax savings to the maximum
allowable extent.
6.16 Performance Security Deposit (PSD)
a) In case of successful/ selected bidder, the EMD will be adjusted in arriving at the amount
of the PSD.
b) The successful/ selected bidder shall, within fifteen (15) days of the notification of
Contract award, provide a PSD 5% of the total agreed/ ordered project value for the due
performance of the Contract in the amounts and currencies specified in the work order.
c) The proceeds of the PSD shall be payable to the Purchaser as compensation for any loss
resulting from the successful/ selected bidder failure to complete its obligations under the
Contract.
d) Form of PSD: PSD in the form of cash will not be accepted. It may be deposited in the
form of Bank Draft or Banker’s Cheque in favour of “Managing Director, RajCOMP Info
Services Limited” payable at “Jaipur”. The PSD may also be submitted in the form of a
Bank Guarantee (Unconditional & Irrevocable) in case the amount of PSD exceeds
Rupees 10 Lacs. The other form of security money shall be Post-office Savings Bank Pass
Book duly pledged or National Savings Certificates, Defence Savings Certificates. Kisan
Vikas Patras, or any other script/ instrument under National Savings Schemes for
promotion of small savings, if the same can be pledged. These certificates shall be
accepted at surrender value. The competent Purchase Committee may permit to deposit
Bank Guarantee in part or full if the amount of PSD exceeds Rupees 10 Lacs.
e) Refund of PSD: The PSD shall be refunded within one month from the successful
completion of supply and installation of items and related services as per work order and/
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or contract, <in case, it is one time purchase and two months, if delivery is staggered. It
will, however, be refunded on the expiry of guarantee/ warranty period where there is
condition of guarantee/ warranty and in case of turnkey projects and facility management
service and consultancy contracts after two months of expiry of the term of the contract>.
f) Forfeiture of PSD: PSD shall be forfeited in the following cases: -
1) When any terms and condition of the contract is breached.
2) When the Supplier/ Selected Bidder fail to commence supply or stops making the
supplies or fail to provide deliverables after partially executing the purchase/ work
order.
3) To adjust any dues against the firm from any other contract with RISL.
g) No interest will be paid by RISL on the amount of EMD and PSD.
h) Proper notice will be given to the Supplier/ Selected Bidder with reasonable time before
EMD/ PSD is forfeited.
i) Forfeiture of EMD/ PSD shall be without prejudice to any other right of RISL to claim any
damages as admissible under the law as well as to take such action against the Supplier/
Selected Bidder such as severing future business relation or black listing, etc.
6.17 Copyright
The copyright in all drawings, source code design documents, and other materials containing
data and information furnished to the Purchaser by the Supplier/ Selected Bidder herein shall
remain vested in the Selected Bidder, or, if they are furnished to the Purchaser directly or
through the Supplier/ Selected Bidder by any third party, including suppliers of materials, the
copyright in such materials shall remain vested in such third party
6.18 Confidential Information
a) The Purchaser and the Supplier/ Selected Bidder shall keep confidential and shall not,
without the written consent of the other party hereto, divulge to any third party any
drawings, documents, data, or other information furnished directly or indirectly by the
other party hereto in connection with the Contract, whether such information has been
furnished prior to, during or following completion or termination of the Contract.
b) The Supplier/ Selected Bidder may furnish to its Subcontractor, if permitted, such
documents, data, and other information it receives from the Purchaser to the extent
required for the Subcontractor to perform its work under the Contract, in which event the
Supplier/ Selected Bidder shall obtain from such Subcontractor an undertaking of
confidentiality similar to that imposed on the Supplier/ Selected Bidder.
c) The Purchaser shall not use such documents, data, and other information received from
the Supplier/ Selected Bidder for any purposes unrelated to the Contract. Similarly, the
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Supplier/ Selected Bidder shall not use such documents, data, and other information
received from the Purchaser for any purpose other than the design, procurement, or other
work and services required for the performance of the Contract.
d) The obligation of a party under sub-clauses above, however, shall not apply to
information that: -
1) the Purchaser or Supplier/ Selected Bidder need to share with RISL or other
institutions participating in the Contract;
2) now or hereafter enters the public domain through no fault of that party;
3) can be proven to have been possessed by that party at the time of disclosure and
which was not previously obtained, directly or indirectly, from the other party; or
4) otherwise lawfully becomes available to that party from a third party that has no
obligation of confidentiality.
e) The above provisions shall not in any way modify any undertaking of confidentiality given
by either of the parties hereto prior to the date of the Contract in respect of the supply or
any part thereof.
f) The provisions of this clause shall survive completion or termination, for whatever
reason, of the Contract.
6.19 Sub-contracting
a) The bidder shall not assign or sub-let his contract or any substantial part thereof to any
other agency without the permission of Purchaser/ Tendering Authority.
b) If permitted, the selected bidder shall notify the Purchaser, in writing, of all subcontracts
awarded under the Contract, if not already specified in the Bid. Subcontracting shall in no
event relieve the Supplier/ Selected Bidder from any of its obligations, duties,
responsibilities, or liability under the Contract.
c) Subcontracts shall comply with the provisions of bidding document and/ or contract.
6.20 Specifications and Standards
a) All articles supplied shall strictly conform to the specifications, trademark laid down in
the tender form and wherever articles have been required according to ISI/ ISO/ other
applicable specifications/ certifications/ standards, those articles should conform strictly
to those specifications/ certifications/ standards. The supply shall be of best quality and
description. The decision of the competent authority/ purchase committee whether the
articles supplied conform to the specifications shall be final and binding on the supplier/
selected bidder.
b) Technical Specifications and Drawings
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1) The Supplier/ Selected Bidder shall ensure that the goods and related
services comply with the technical specifications and other provisions of the
Contract.
2) The Supplier/ Selected Bidder shall be entitled to disclaim responsibility for any
design, data, drawing, specification or other document, or any modification
thereof provided or designed by or on behalf of the Purchaser, by giving a notice of
such disclaimer to the Purchaser.
3) The goods and related services supplied under this Contract shall conform to the
standards mentioned in bidding document and, when no applicable standard is
mentioned, the standard shall be equivalent or superior to the official standards
whose application is appropriate to the country of origin of the Goods.
c) Wherever references are made in the Contract to codes and standards in accordance with
which it shall be executed, the edition or the revised version of such codes and standards
shall be those specified in the bidding document. During Contract execution, any changes
in any such codes and standards shall be applied only after approval by the Purchaser and
shall be treated in accordance with the general conditions of the contract.
6.21 Packing and Documents
a) The Supplier/ Selected Bidder shall provide such packing of the Goods as is required to
prevent their damage or deterioration during transit to their final destination, as
indicated in the Contract. During transit, the packing shall be sufficient to withstand,
without limitation, rough handling and exposure to extreme temperatures, salt and
precipitation, and open storage. Packing case size and weights shall take into
consideration, where appropriate, the remoteness of the final destination of the Goods
and the absence of heavy handling facilities at all points in transit.
b) The packing, marking, and documentation within and outside the packages shall comply
strictly with such special requirements as shall be expressly provided for in the Contract,
including additional requirements, if any, specified in the contract, and in any other
instructions ordered by the Purchaser.
6.22 Insurance
a) The Goods supplied under the Contract shall be fully insured against loss by theft,
destruction or damage incidental to manufacture or acquisition, transportation, storage,
fire, flood, under exposure to weather and delivery at the designates project locations, in
accordance with the applicable terms. The insurance charges will be borne by the supplier
and Purchaser will not be required to pay such charges if incurred.
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b) The insurance policy validity will be same as the contract period of the CCO i.e. two years
from date of successful go-live and then extended based on the annual extension given to
the CCO, if any.
c) The goods will be delivered at the FOR destination in perfect condition.
6.23 Transportation
a) The supplier/ selected bidder shall be responsible for the proper packing so as to avoid
damage under normal conditions of transport by sea, rail and road or air and delivery of
the material in the good condition to the consignee at destination. In the event of any
loss, damage, breakage or leakage or any shortage the bidder shall be liable to make good
such loss and shortage found at the checking/ inspection of the material by the consignee.
No extra cost on such account shall be admissible.
b) All goods must be sent freight paid through Railways or goods transport. If goods are sent
freight to pay, the freight together with departmental charge @5% of the freight will be
recovered from the supplier’s/ selected bidder’s bill.
6.24 Inspection
a) The Purchase Officer or his duly authorized representative shall at all reasonable time
have access to the supplier’s/ selected bidder’s premises and shall have the power at all
reasonable time to inspect and examine the materials and workmanship of the goods/
equipment/ machineries during manufacturing process or afterwards as may be decided.
b) The supplier/ selected bidder shall furnish complete address of the premises of his
factory, office, go-down and workshop where inspection can be made together with name
and address of the person who is to be contacted for the purpose. In case of those dealers
who have newly entered in business, a letter of introduction from their bankers will be
necessary.
c) After successful inspection, it will be supplier’s/ selected bidder’s responsibility to
dispatch and install the equipment at respective locations without any financial liability
to the Purchaser. However, supplies when received at respective locations shall be subject
to inspection to ensure whether they conform to the specification.
6.25 Rejection
a) Articles not approved during inspection or testing shall be rejected and will have to be
replaced by the selected bidder at his own cost within the time fixed by the Purchase
Officer.
b) If, however, due to exigencies of work, such replacement either in whole or in part, is not
considered feasible, the Purchase Officer after giving an opportunity to the selected
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bidder of being heard shall for reasons to be recorded, deduct a suitable amount from the
approved rates. The deduction so made shall be final.
c) The rejected articles shall be removed by the selected bidder within 15 days of intimation
of rejection, after which Purchase Officer shall not be responsible for any loss, shortage or
damage and shall have the right to dispose of such articles as he thinks fit, at the selected
bidder’s risk and on his account.
6.26 Extension in Delivery Period and Liquidated Damages (LD)
a) Except as provided under clause “Force Majeure”, if the supplier/ selected bidder fails to
deliver any or all of the Goods or perform the Related Services within the period specified
in the Contract, the Purchaser may without prejudice to all its other remedies under the
Contract, deduct from the Contract Price, as liquidated damages, a sum equivalent to the
percentage specified in (d) below for each week or part thereof of delay until actual
delivery or performance, up to a maximum deduction of the percentage specified in the
bidding document and/ or contract. Once the maximum is reached, the Purchaser may
terminate the Contract pursuant to clause “Termination”.
b) The time specified for delivery in the tender form shall be deemed to be the essence of the
contract and the supplier/ selected bidder shall arrange goods supply and related services
within the specified period.
c) Delivery and installation/ completion period may be extended with or without liquidated
damages, if the delay in the supply of goods or service is on account of hindrances beyond
the control of the supplier/ selected bidder. In such a case:
1) The supplier/ selected bidder shall request in writing to the Purchaser giving
reasons for extending the delivery period of service, if he finds himself unable to
complete the supply of goods or service within the stipulated delivery period or is
unable to maintain prorate progress in the supply of goods or service delivery.
This request shall be submitted as soon as a hindrance in delivery of goods and
service occurs or within 15 days from such occurrence but before expiry of
stipulated period of completion of delivery of goods and service after which such
request shall not be entertained.
2) The Purchaser shall examine the justification of causes of hindrance in the
delivery of goods and service and the period of delay occurred due to that and
recommend the competent authority on the period of extension which should be
granted with or without liquidated damages.
3) Normally, extension in delivery period of goods and service in following
circumstances may be considered without liquidated damages:
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4) When delay has occurred due to delay in supply of drawings, designs, plans etc. if
the RISL was required to supply them to the supplier of goods or service provider
as per terms of the contract.
5) When delay has occurred in supply of materials etc. if these were required to be
supplied to the supplier or service provider by the RISL as per terms of the
contract.
6) If the competent authority agrees to extend the delivery period/ schedule, an
amendment to the contract with suitable denial clauses and with or without
liquidated damages, as the case may be, shall be issued. The amendment letter
shall mention that no extra price or additional cost for any reason, what so ever
beyond the contracted cost shall be paid for the delayed supply of goods and
service.
7) It shall be at the discretion of the concerned authority to accept or not to accept
the supply of goods and/ or services rendered by the contractor after the expiry of
the stipulated delivery period, if no formal extension in delivery period has been
applied and granted. The competent authority shall have right to cancel the
contract with respect to undelivered goods and/ or service.
8) If RISL is in need of the good and/ or service rendered after expiry of the
stipulated delivery period, it may accept the services and issue a letter of extension
in delivery period with usual liquidated damages and denial clauses to regularize
the transaction.
d) In case extension in the delivery and/ or installation/ completion/ commissioning period
is granted with full liquidated damages, the recovery shall be made on the basis of
following percentages of value of goods and/ or service which the supplier/ selected
bidder has failed to supply or complete : -
Delay in Go-Live: In case of delay in go-live beyond the timeline specified in Para 4.4
under Scope of Work, liquidated damages shall be applicable on Capital expenditure
(Table 1 of Annexure 16) plus one equated quarterly payment for operating expenditure
(Table 2 of Annexure 16)
Condition LD %
Delay of more than one month of the prescribed timeline of Go-live 2.5 %
Delay of more than two months of the prescribed timeline of Go-live 5.0 %
Delay of more than three month of the prescribed timeline of Go-live 7.5 %
Delay of more than four months of the prescribed timeline of Go-live 10.0 %
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1) Fraction of a day in reckoning period of delay in supplies, successful installation
and completion of work shall be eliminated if it is less than half a day.
2) The maximum amount of liquidated damages shall be 10% of Capital Expenditure
plus one equated quarterly payment
6.27 Authenticity of Equipments
a) The selected bidder shall certify that the supplied goods are brand new, genuine/
authentic, not refurbished, conform to the description and quality as specified in this
bidding document and are free from defects in material, workmanship and service.
b) If during the contract period, the said goods be discovered counterfeit/ unauthentic or
not to conform to the description and quality aforesaid or have determined (and the
decision of the Purchase Officer in that behalf will be final and conclusive),
notwithstanding the fact that the purchaser may have inspected and/ or approved the
said goods, the purchaser will be entitled to reject the said goods or such portion thereof
as may be discovered not to conform to the said description and quality, on such rejection
the goods will be at the selected bidder’s risk and all the provisions relating to rejection of
goods etc., shall apply. The selected bidder shall, if so called upon to do, replace the goods
etc., or such portion thereof as is rejected by Purchase Officer, otherwise the selected
bidder shall pay such damage as may arise by the reason of the breach of the condition
herein contained. Nothing herein contained shall prejudice any other right of the
Purchase Officer in that behalf under this contract or otherwise.
c) Goods accepted by the purchaser in terms of the contract shall in no way dilute
purchaser’s right to reject the same later, if found deficient in terms of the this clause of
the contract.
6.28 Warranty
a) The bidder must supply all hardware items mentioned in Table 1 of Annexure 16 with
comprehensive on-site warranty. The warranty will be valid for two years after the goods,
or any portion thereof as the case may be, have been delivered to, installed and accepted
at the final destination(s) indicated in the bidding document. However, if delay of
installation is more than a month’s time due to the reasons ascribed to the bidder, the
warranty shall start from the date of last successful installation of the items covered
under the PO.
b) The bidder shall submit a certificate/ undertaking from all the respective OEMs
mentioning the fact that the goods supplied are covered under comprehensive onsite
warranty & support for the prescribed period. The bidder should follow the format
provided for Manufacturer’s Authorization Certificate at Annexure 13.
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c) The purchaser shall give a written notice to the selected bidder stating the nature of any
defect together with all available evidence thereof, promptly following the discovery
thereof. The purchaser shall afford all reasonable opportunity for the selected bidder to
inspect such defects. Upon receipt of such notice, the selected bidder shall expeditiously
cause to repair the defective goods or parts thereof or replace the defective goods or parts
thereof with brand new genuine/ authentic ones having similar or higher specifications
from the respective OEM, at no cost to the Purchaser. Any goods repaired or replaced by
the selected bidder shall be delivered at the respective location without any additional
costs to the purchaser.
d) If having been notified, the selected bidder fails to remedy the defect within the period
specified, the purchaser may proceed to take within a reasonable period such remedial
action as may be necessary, in addition to other recourses available in terms and
conditions of the contract and bidding document.
e) During the warranty period, the bidder shall also be responsible to ensure adequate and
timely availability of spare parts needed for repairing the supplied goods.
f) The warranty on supplied software media, if any, should be at least 90 days.
6.29 Patent Indemnity
a) The supplier/ selected bidder shall, subject to the Purchaser’s compliance with sub-clause
(b) below, indemnify and hold harmless the Purchaser and its employees and officers
from and against any and all suits, actions or administrative proceedings, claims,
demands, losses, damages, costs, and expenses of any nature, including attorney’s fees
and expenses, which the Purchaser may suffer as a result of any infringement or alleged
infringement of any patent, utility model, registered design, trademark, copyright, or
other intellectual property right registered or otherwise existing at the date of the
Contract by reason of: -
1) the installation of the Goods by the supplier/ selected bidder or the use of the
Goods in the country where the Site is located; and the sale in any country of
the products produced by the Goods.
2) Such indemnity shall not cover any use of the Goods or any part thereof other
than for the purpose indicated by or to be reasonably inferred from the
Contract, neither any infringement resulting from the use of the Goods or
any part thereof, or any products produced thereby in association or
combination with any other equipment, plant, or materials not supplied by the
supplier/ selected bidder, pursuant to the Contract.
b) If any proceedings are brought or any claim is made against the Purchaser arising out of
the matters referred to above, the Purchaser shall promptly give the supplier/ selected
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bidder a notice thereof, and the supplier/ selected bidder may at its own expense and in
the Purchaser’s name conduct such proceedings or claim and any negotiations for the
settlement of any such proceedings or claim.
c) If the supplier/ selected bidder fails to notify the Purchaser within thirty (30) days after
receipt of such notice that it intends to conduct any such proceedings or claim, then the
Purchaser shall be free to conduct the same on its own behalf.
d) The Purchaser shall, at the supplier’s/ selected bidder’s request, afford all available
assistance to the supplier/ selected bidder in conducting such proceedings or claim, and
shall be reimbursed by the supplier/ selected bidder for all reasonable expenses incurred
in so doing.
e) The Purchaser shall indemnify and hold harmless the supplier/ selected bidder and its
employees, officers, and Subcontractors (if any) from and against any and all suits,
actions or administrative proceedings, claims, demands, losses, damages, costs, and
expenses of any nature, including attorney’s fees and expenses, which the supplier/
selected bidder may suffer as a result of any infringement or alleged infringement of any
patent, utility model, registered design, trademark, copyright, or other intellectual
property right registered or otherwise existing at the date of the Contract arising out of or
in connection with any design, data, drawing, specification, or other documents or
materials provided or designed by or on behalf of the Purchaser.
6.30 Limitation of Liability
Except in cases of gross negligence or wilful misconduct: -
a) neither party shall be liable to the other party for any indirect or consequential loss or
damage, loss of use, loss of production, or loss of profits or interest costs, provided that
this exclusion shall not apply to any obligation of the supplier/ selected bidder to pay
liquidated damages to the Purchaser; and
b) the aggregate liability of the supplier/ selected bidder to the Purchaser, whether under
the Contract, in tort, or otherwise, shall not exceed the amount specified in the Contract,
provided that this limitation shall not apply to the cost of repairing or replacing defective
equipment, or to any obligation of the supplier/ selected bidder to indemnify the
Purchaser with respect to patent infringement.
6.31 Change in Laws & Regulations
Unless otherwise specified in the Contract, if after the date of the Invitation for Bids, any
law, regulation, ordinance, order or bylaw having the force of law is enacted,
promulgated, abrogated, or changed in Rajasthan/ India, where the Site is located (which
shall be deemed to include any change in interpretation or application by the competent
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authorities) that subsequently affects the Delivery Date and/ or the Contract Price, then
such Delivery Date and/ or Contract Price shall be correspondingly increased or
decreased, to the extent that the Supplier has thereby been affected in the performance of
any of its obligations under the Contract. Notwithstanding the foregoing, such additional
or reduced cost shall not be separately paid or credited, if the same has already been
accounted for in the price adjustment provisions where applicable.
6.32 Force Majeure
a) The supplier/ selected bidder shall not be liable for forfeiture of its PSD, LD, or
termination for default if and to the extent that its delay in performance or other failure
to perform its obligations under the Contract is the result of an event of Force Majeure.
b) For purposes of this Clause, “Force Majeure” means an event or situation beyond the
control of the supplier/ selected bidder that is not foreseeable, is unavoidable, and its
origin is not due to negligence or lack of care on the part of the supplier/ selected bidder.
Such events may include, but not be limited to, acts of the Purchaser in its sovereign
capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions, and freight
embargoes.
c) If a Force Majeure situation arises, the supplier/ selected bidder shall promptly notify the
RISL in writing of such conditions and cause thereof within 15 days of occurrence of such
event. Unless otherwise directed by RISL, the supplier/ selected bidder shall continue to
perform its obligations under the contract as far as reasonably practical.
d) If the performance in whole or part or any obligation under the contract is prevented or
delayed by any reason of Force Majeure for a period exceeding 60 days, either party at its
option may terminate the contract without any financial repercussion on either side.
e) In case a Force Majeure situation occurs with the RISL, the RISL may take the case with
the supplier/ selected bidder on similar lines.
6.33 Termination
a) Termination for Default
1) The tender sanctioning authority of RISL reserves the right to, without prejudice to
any other remedy for breach of contract, by a written notice of default of at least 30
days sent to the supplier/ selected bidder, terminate the contract in whole or in part:
-
1.1 If the supplier/ selected bidder fails to deliver any or all quantities of the
service within the time period specified in the contract, or any extension
thereof granted by RISL; or
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1.2 If the supplier/ selected bidder fails to perform any other obligation
under the contract within the specified period of delivery of service or
any extension granted thereof; or
1.3 If the supplier/ selected bidder, in the judgement of the Purchaser, is
found to be engaged in corrupt, fraudulent, collusive, or coercive
practices in competing for or in executing the contract; or
1.4 If the supplier/ selected bidder commits breach of any condition of the
contract; or
2.4 If the total penalty levied on the CCO in a quarter exceeds 10% of total
billing in that quarter
2) If RISL terminates the contract in whole or in part, amount of PSD and due
payment if any, may be forfeited.
3) Before cancelling a contract and taking further action, advice of senior most finance
person available in the office and of legal adviser or legal assistant posted in the
office, if there is one, may be obtained.
b) Termination for Insolvency
RISL may at any time terminate the Contract by giving a written notice of at least 30 days to
the supplier/ selected bidder, if the supplier/ selected bidder becomes bankrupt or otherwise
insolvent. In such event, termination will be without compensation to the supplier/ selected
bidder, provided that such termination will not prejudice or affect any right of action or
remedy that has accrued or will accrue thereafter to RISL.
c) Termination for Convenience
1) RISL, by a written notice of at least 30 days sent to the supplier/ selected
bidder, may terminate the Contract, in whole or in part, at any time for its
convenience. The Notice of termination shall specify that termination is for
the Purchaser’s convenience, the extent to which performance of the supplier/
selected bidder under the Contract is terminated, and the date upon which such
termination becomes effective.
2) Depending on merits of the case the supplier/ selected bidder may be appropriately
compensated on mutually agreed terms for the loss incurred by the contract if any
due to such termination.
3) The Goods that are complete and ready for shipment within twenty-eight (28)
days after the supplier’s/ selected bidder’s receipt of the Notice of termination
shall be accepted by the Purchaser at the Contract terms and prices. For the
remaining Goods, the Purchaser may elect:
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3.1 To have any portion completed and delivered at the Contract terms and
prices; and/or
3.2 To cancel the remainder and pay to the supplier/ selected bidder an
agreed amount for partially completed Goods and Related Services and
for materials and parts previously procured by the supplier/ selected
bidder.
6.34 Settlement of Disputes
a) General: If any dispute arises between the supplier/ selected bidder and RISL during the
execution of a contract that should be amicably settled by mutual discussions. However, if
the dispute is not settled by mutual discussions, a written representation will be obtained
from the supplier/ selected bidder on the points of dispute. The representation so
received shall be examined by the concerned Procurement Committee which sanctioned
the tender. The Procurement Committee may take legal advice of a counsel and then
examine the representation. The supplier/ selected bidder will also be given an
opportunity of being heard. The Committee will take a decision on the representation and
convey it in writing to the supplier/ selected bidder.
b) Standing Committee for Settlement of Disputes: If a question, difference or objection
arises in connection with or out of the contract/ agreement or the meaning of operation
of any part, thereof or the rights, duties or liabilities of either party have not been settled
by mutual discussions or the decision of tender sanctioning Procurement Committee, it
shall be referred to the empowered standing committee for decision, if the amount of the
claim is more than Rs. 50,000/-. The empowered standing committee shall consist of
following members: - (RISL)
Chairman of BoD of RISL : Chairman
Secretary, DoIT&C or his nominee, not below the rank of Deputy Secretary
: Member
Managing Director, RISL : Member
Director (Technical)/ Executive Director, RISL : Member
Director (Finance), RISL : Member
A Legal Expert to be nominated by the Chairman : Member
c) Procedure for reference to the Standing Committee: The supplier/ selected bidder shall
present his representation to the Managing Director, RISL along with a fee equal to two
percent of the amount of dispute, not exceeding Rupees One Lakh, within one month
from the date of communication of decision of the tender sanctioning Procurement
Committee. The officer-in-charge of the project who was responsible for taking delivery of
the goods and/ or service from the supplier/ selected bidder shall prepare a reply of
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representation and shall represent the RISL’s stand before the standing committee. From
the side of the supplier/ selected bidder, the claim case may be presented by himself or
through a lawyer. After hearing both the parties, the standing committee shall announce
its decision which shall be final and binding both on the supplier/ selected bidder and
RISL. The standing committee, if it so decides, may refer the matter to the Board of
Directors of RISL for further decision.
d) Legal Jurisdiction: All legal proceedings arising out of any dispute between both the
parties regarding a contract shall be settled by a competent court having jurisdiction over
the place, where agreement has been executed and by no other court, after decision of the
standing committee for settlement of disputes.
6.35 Payment Terms and Schedule
The payments to be made to the CCO will be divided into two components. One, payment for IT
assets which will be transferred to RISL and secondly, quarterly payments on per seat basis.
It is envisaged that the IT infrastructure and applications deployed at the State Data Centre
shall be procured by the CCO and transferred to the RISL. The payment for the same shall be
made as per the following schedule:
S. No. Deliverable Payment %
1 Site Completion Report
(Completion of civil and interior
work and other non-IT
infrastructure)
Solution implementation,
Integration, Content development
and customization report
User Acceptance Testing
Security Audit
Go-Live Certificate
Three months of successful
operations post go-live
70% of capital expenditure of IT
infrastructure (hard and soft) to be
procured and established by the CCO at
the SDC (as per Table 1 of Financial bid
format at Annexure 16)
2 SLA reports
MIS reports
8 Equal quarterly instalments of
operating expenditure (as per Table 2
of Financial bid format at Annexure 16)
15% of capital expenditure of IT
infrastructure (hard and soft) on End
of 4th Quarter (as per Table 1 of
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Financial bid format at Annexure 16)
15% of capital expenditure of IT
infrastructure (hard and soft) on End
of 8th Quarter (as per Table 1 of
Financial bid format at Annexure 16)
The first quarter will start from the date of go-live. Payments to the bidder shall be made after
successful completion of the quarter and submission of SLA reports as decided by RISL.
i. The supplier’s/ selected bidder’s request for payment shall be made to the purchaser in
writing, accompanied by invoices describing, as appropriate, the goods delivered and
related services performed, and by the required documents pursuant to conditions of the
contract including SLA reports and MIS reports and upon fulfilment of all the obligations
stipulated in the Contract. Receipts of rentals and charges (both toll-free and tolled) will
be submitted for examination and reumbursement
ii. The currency or currencies in which payments shall be made to the supplier/ selected
bidder under this Contract shall be Indian Rupees (INR) only.
iii. All remittance charges will be borne by the supplier/ selected bidder.
iv. Advance payments will not be made.Any penalties and liquidated damages and/or
penalties, as applicable, for delay and non-performance, as mentioned in this bidding
document, will be deducted from the due payments
v. Taxes (work contract tax, service tax, VAT, income tax, etc.), as applicable, will be
deducted at source, from due payments, as per the prevalent rules and regulations.
B. Special Conditions of the Bid
6.36 Service Levels
a. Service Level Requirements
Service Level Agreements (hereinafter referred to as SLA) shall play an important role in
defining the Quality of Services (QoS) for CCC that shall govern the level of service provided
by the CCO. The SLA defined below provide for minimum level of services required as per
contractual obligations based on performance indicators and measurements thereof.
The SLAs shall be tracked on a periodic basis and are envisaged to have penalty clauses on
non-adherence to any of them. The CCO shall submit reports on all the SLA and KPI
parameters to the Purchaser in aSirdance with the specified formats and reporting periods
and provide clarification, if required.
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The present SLAs have been worked out on the basis of current expectation. SLA etween
the Purchaser and CCO can be revised after the start of operations at CCC in view of the
experience gained.
b. Service Level Agreement Applicability
A joint agreement and sign-off on the precise definition and reporting mechanism for each
SLA shall be done within 30 days from date of signing of contract.
It must be noted that these SLA parameters are applicable only to Informational and
grievance service requests (applicable for both voice and email) which shall be made
available in the first two year of operations. SLA parameters applicable on Transactional
services shall be defined between CCO and the Purchaser as and when the Purchaser
decides to make transactional services available at CCC. However, for the first three months
from the date of go-live no penalty shall be imposed on the CCO for any SLA defaults
mentioned in order to facilitate stabilization of operations. The experience gained during
this period will be used to fine tune the SLAs, including parameters, targets and penalties, if
required.
c. Service level Agreement (SLA) Parameters
The following are the indicative service level agreement (SLA) parameters (including
targets, penalties etc.)’] while providing contact center services for CCC and the detailed
SLA are provided in Annexure 20:
List of SLAs
a) System Uptime (Voice response available to customer)
b) Average Speed to Answer (ASA)
c) Average Call abandonment rate (unanswered calls by operators)
d) Call Quality Score
e) Customer satisfaction (voice to voice and IVRS)
f) Average handle time (AHT)
g) Email Turnaround Time
h) IVRS updation time
i) Content Updation
j) Agent Placement
SLA calculations shall not take into account downtimes which are attributable to reasons
beyond the control of the CCO like SDC downtime.
d. SLA Change Control
a) General
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It is acknowledged that SLAs may change as CCC system evolves over the course of the
contract period. This document also defines the following management procedures:
i. A process for negotiating changes to the SLA
ii. An issue management process for documenting and resolving difficult issues.
iii. RISL and CCO management escalation process to be used in the event that an
issue is not being resolved in a timely manner by the lowest possible level of
management.
Any changes to the levels of service provided during the term of this Agreement will be
requested, documented and negotiated in good faith by both parties. Either party can
request a change. Changes will be documented as an addendum to this SLA and
subsequently, the Contract.
If there is any confusion or conflict between this document and the Contract, the
Tender and its addenda, the Contract will supersede.
b) SLA Change Process
The parties may amend this SLA by mutual agreement in accordance with terms of this
contract. Changes can be processed by either party. The CCO can initiate an SLA review
with PURCHASER. Normally, the forum for negotiating SLA changes will be
Purchaser’s monthly meetings. Unresolved issues will be addressed using the issue
management process.
6.37 Change Requests/ Management and Contract Amendments
a) The RISL may at any time order the supplier/ selected bidder through Notice in
accordance with clause “Notices” above, to make changes within the general scope of
the Contract in any one or more of the following:
i. Drawings, designs, or specifications, where goods to be furnished under the
Contract are to be specifically manufactured for the Purchaser;
ii. The method of shipment or packing;
iii. The place of delivery;
iv. Related services, esp. w.r.t. application functionalities to be provided by the
supplier/ selected bidder. Additional hardware required to address such increased
requirements will be procured by RISL after discussion with the CCO.
b) Contract Monitoring Committee will take all decisions regarding requests for
changes after discussing with successful bidder.
c) The change request/ management procedure will follow the following steps: -
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Identification and documentation of the need for the change - The information
related to initiator, initiation date and details of change required and priority
of the change will be documented by RISL.
Analysis and evaluation of the Change Request - Impact of the change in terms
of the estimated effort, changed schedule, cost and the items impacted will be
analyzed and documented by the bidder.
Approval or disapproval of the change request –RISL will approve or
disapprove the change requested including the additional payments for
software development. For 6.37 (a) above, effort estimation shall be done. The
Terms & Conditions and cost to be paid for the resources shall be as per
UIDAI empanelment of Software Solution Providers (Tier-III). The UIDAI
empanelment rates are available at
http://uidai.gov.in/images/FrontPageUpdates/final_empanelment_list_30
_may_2011.pdf. RISL may ask the CCO to deploy software development
resources in Jaipur to address specific requirements.
Implementation of the change – The change will be implemented in
accordance to the agreed cost, effort, and schedule by the bidder.
Verification of the change - The change will be verified by RISL on
implementation of the change request.
All changes outside the scope of supplies agreed to herein which may have
likely financial implications in terms of the overall cost/ time of the project
shall be undertaken by bidder only after securing the express consent of RISL.
In the event that the consent of RISL is not received then the change will not
be carried out.
d) Prices to be charged by the supplier/ selected bidder for any related services that
might be needed but which were not included in the Contract shall be agreed upon in
advance by the parties and shall not exceed the prevailing rates charged to other
parties by the supplier/ selected bidder for similar services.
e) If any such change outside the scope of supplies agreed to herein causes an increase
or decrease in cost of, or the time required for, firm’s performance of any provisions
under the Contract, equitable adjustments shall be made in the Contract Price or
Delivery Schedule, or both, and the Contract shall accordingly be amended. Any
claims by the supplier/ selected bidder for adjustment under this clause must be
asserted within thirty (30) days from the date of the supplier’s/ selected bidder’s
receipt of the Purchaser’s change order.
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6.38 Exit Management
a) Preamble
i. The word ‘parties’ include the tendering authority and the bidder.
ii. This Schedule sets out the provisions, which will apply on expiry or termination
of the Project Implementation and Operations and Management of SLA.
iii. In the case of termination of the Project Implementation and/ or Operation and
Management SLA due to illegality, the Parties shall agree at that time whether,
and if so during what period, the provisions of this Schedule shall apply.
iv. The Parties shall ensure that their respective associated entities carry out their
respective obligations set out in this Exit Management Schedule.
b) Transfer of Assets
i. The bidder will transfer all the hardware and software installed at the State
Data Centre (including licenses) under the name of the RISL upon receipt of
70% payment against capital expenditure as detailed under Para 6.35 (S. No. 1
in payments table)
ii. The bidder may continue work on the assets for the duration of the contract and
exit management period which may be a six months period from the date of
expiry or termination of the agreement, if required by RISL to do so. During this
period the bidder will transfer all the assets in good working condition and as
per the specifications of the bid document including the ones being upgraded to
the department/ designated agency. The security deposit/ performance security
submitted by bidder will only be returned after the successful transfer of the
entire project including its infrastructure.
iii. RISL during the operation and management phase shall be entitled to serve
notice in writing to the bidder to provide RISL or its nominated agencies with a
complete and up-to-date list of the assets within 30 days of such notice
iv. Upon service of a notice, as mentioned above, the following provisions shall apply:
In the event, if the assets to be transferred to RISL mortgaged to any
financial institutions by the bidder, the bidder shall ensure that all such
liens and liabilities have been cleared beyond any doubt, prior to such
transfer. All documents regarding the discharge of such lien and liabilities
shall be furnished to RISL or its nominated agencies.
All expenses occurred during transfer of assets shall be borne by the bidder.
That on the expiry of this clause, the bidder and any individual assigned for
the performance of the services under this clause shall handover or cause to
be handed over all confidential information and all other related material in
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its possession, including the entire established infrastructure supplied by
bidder to RISL.
That the products and technology delivered to RISL during the contract term
or on expiry of the contract duration should not be sold or re-used or copied
or transferred by bidder to other locations apart from the locations
mentioned in the this bid document without prior written notice and
approval of RISL. Supplied hardware, software & documents etc., used by
bidder for RISL shall be the legal properties of RISL.
c) Cooperation and Provision of Information
i. During the exit management period
The bidder will allow RISL or its nominated agencies access to the
information reasonably required to define the current mode of operation
associated with the provision of the services to enable RISL or its nominated
agencies to assess the existing services being delivered.
The bidder shall provide access to copies of all information held or controlled
by them which they have prepared or maintained in aSirdance with the Project
Implementation, the Operation and Management SLA and SOWs relating to
any material aspect of the services provided by the bidder. RISL or its
nominated agencies shall be entitled to copy all such information comprising
of details pertaining to the services rendered and other performance data.
The bidder shall permit RISL or its nominated agencies and/ or any
Replacement Operator to have reasonable access to its employees and
facilities as reasonably required by RISL or its nominated agencies to
understand the methods of delivery of the services employed by the bidder
and to assist appropriate knowledge transfer.
d) Confidential Information, Security and Data
i. The bidder will promptly on the commencement of the exit management period
supply to RISL or its nominated agencies the following:
Documentation relating to Intellectual Property Rights;
Project related data and confidential information;
All current and updated data as is reasonably required for purposes of RISL
or its nominated agencies transitioning the services to its replacement bidder
in a readily available format nominated by RISL or its nominated agencies;
and
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All other information (including but not limited to documents, records and
agreements) relating to the services reasonably necessary to enable RISL or its
nominated agencies, or its replacement operator to carry out due diligence in
order to transition the provision of the services to RISL or its nominated
agencies, or its replacement operator (as the case may be).
Before the expiry of the exit management period, the bidder shall deliver to
RISL or its nominated agencies all new or up-dated materials from the
categories set out above and shall not retain any copies thereof, except that
the bidder shall be permitted to retain one copy of such materials for archival
purposes only.
Transfer of certain agreements
ii. On request by Tendering Authority or its nominated agencies, the bidder shall
effect such assignments, transfers, innovations, licenses and sub-licenses as
Tendering authority or its nominated agencies may require in favour of tendering
authority or its nominated agencies, or its Replacement Operator in relation to any
equipment lease, maintenance or service provision agreement between bidder and
third party leasers, operators, or Operator, and which are related to the services and
reasonably necessary for carrying out of the replacement services by RISL or its
nominated agencies, or its replacement Operator.
iii. Right of Access to Premises: At any time during the exit management period and for
such period of time following termination or expiry of the SLA, where assets are
located at the bidder’s premises, the bidder will be obliged to give reasonable rights
of access to (or, in the case of assets located on a third party's premises, procure
reasonable rights of access to RISL or its nominated agencies, and/ or any
replacement operator in order to inventory the assets.
e) General Obligations of the bidder
i. The bidder shall provide all such information as may reasonably be necessary to
effect as seamless during handover as practicable in the circumstances to RISL or its
nominated agencies or its replacement operator and which the operator has in its
possession or control at any time during the exit management period.
ii. The bidder shall commit adequate resources to comply with its obligations under
this Exit Management Clause.
f) Exit Management Plan
i. The bidder shall provide RISL or its nominated agencies with a recommended exit
management plan ("Exit Management Plan") which shall deal with at least the
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following aspects of exit management in relation to the SLA as a whole and in
relation to the Project Implementation, the Operation and Management SLA and
SOWs.The Exit Management Plan must include, but not be limited to:
• Address all legal regulations and requirements
• Listing/obtaining of office space, furniture, equipment, telephone and data
lines
• Installation of any furniture, equipment, telephone and data lines
• System Security and Security aspects related to a safe environment for staff
and customers
• Transfer and organization of documentation
• Transfer of electronic data
• Coordination of enabling or disabling of logon IDs
• Establishing or terminating contracts for other services
• Implementation of standard operating procedures, generally accepted
accounting procedures, generally accepted audit standards, and security over
the computer system
• Training of staff
• Risk analyses and their proposed solution(s), and their assessment for the
transition
• Transfer of services including cutover dates
• The End-To-End Performance Testing Period
• Staffing
• Hardware and/or Software Tools
• Hardware and Software platforms utilized
ii. A detailed program of the transfer process that could be used in conjunction with a
replacement operator including details of the means to be used to ensure continuing
provision of the services throughout the transfer process or until the cessation of
the services and of the management structure to be used during the transfer; and
iii. Plans for the communication with such of the bidder's, staff, suppliers, customers
and any related third party as are necessary to avoid any material detrimental
impact on RISL operations as a result of undertaking the transfer; and
iv. If applicable, proposed arrangements and Plans for provision of contingent support
in terms of business continuance and hand holding during the transition period, to
RISL or its nominated agencies, and Replacement Operator for a reasonable period,
so that the services provided continue and do not come to a halt.
v. The Bidder shall re-draft the Exit Management Plan annually after signing of
contract to ensure that it is kept relevant and up to date.
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vi. Each Exit Management Plan shall be presented by the bidder to and approved by
RISL or its nominated agencies.
vii. In the event of termination or expiry of SLA, Project Implementation, Operation
and Management SLA or SOWs each party shall comply with the Exit Management
Plan.
viii. During the exit management period, the bidder shall use its best efforts to deliver
the services.
ix. Payments during the Exit Management period shall be made in aSirdance with the
Terms of Payment Clause.
x. It shall be the responsibility of the bidder to support new operator during the
transition period.
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ANNEXURE-1: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FORELIIBILITY EXPERIENCE
Project Name: Value of Contract/Work Order (In INR):
Country:
Location within country:
Project Duration:
Name of Customer: Total No. of staff-months of the assignment:
Contact person with address, phone, fax
and e-mail:
Approx. value of the services provided by your
company under the contract (in INR):
Start date (month/year):
Completion date (month/year):
Name of associated Bidders, if any:
Narrative description of Project:
List of Services provided by your firm/company
Please attach a copy of the work order/ completion certificate/ purchase order/ letter from the customer for each
project reference
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ANNEXURE-2: LIST OF SERVICES
S.
No.
Department S.
No.
Service
1. Labour
Department
1.1 Functioning of Department (Areas)
1.2 Registration and issuance of licenses under shops
and commercial establishment
1.3 Building and other constructions, Workers Act
Who is a construction worker How he can get himself registered What are welfare schemes
1.4 Contact details of functionaries of the department
2. Rural
Development
2.1 Registration of household – Job Card
New Job Card Duplicate copy of Job Card Modification in existing Job Card
2.2 Demand for work
Application for work Duration & Timings for work Proposed Work list
2.3 Payment against work application
Payment of wages Unemployment allowance
2.4 Information on latest circular/notification
3. Tourism 3.1 Location & contact details of State / District Tourist
offices & help lines
3.2 Information on available tourism locations &
options
3.3 Information on tourism packages & schemes along-
with contact details of the concerned agency / nodal
officer
3.4 List of local police stations / hospitals / bus stations
/ railway stations / airports / taxi stands / hotels
along with contact details
4. Medical Health 4.1 Directory of Specialists and Super Specialists with
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S.
No.
Department S.
No.
Service
& Medical
Education
Contact Details
4.2 Schedule and Timing details for consultancy OPD
hours and OT days
4.3 Investigation results – Automation going on in SMS
Hospital
4.4 Investigation & treatment facilities available with
MRS Rates
4.5 Details regarding schemes available on websites –
Medical Health & NRHM
4.6 RUHS – Rajasthan University of Health Sciences –
admission, results, counselling
5. Technical
Education
5.1 Name of institutes (government/private)
5.2 Admission procedures of institutes
5.3 Procedure of opening new institutes
5.4 Different GoI schemes which are being implemented
by the state
5.5 Administrative structure
5.6 Results
5.7 Examinations
6. Transport 6.1 License
6.2 Vehicle Registration
6.3 Enforcement (Challan)
6.4 International Driving Permit
6.5 Taxes
7. Employment 7.1 Registration for employment
7.2 Renewal of registration
7.3 Modification of details regarding
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S.
No.
Department S.
No.
Service
Qualification/Experience/Address
8. Commercial
Taxes
8.1 TIN No.
What is the Process Which Documents are required Which forms are needed Where to Apply How much time will the process take How much is the fees
8.2 Tax Rate on Different Commodities
Information on Tax Rate on DifferentCommodities
8.3 Forms
Which form is required for a specific purpose? What are the supporting documents required?
8.4 Acts / Rules / Regulations
Amendments and Changes
9. Industries 9.1 EM I / II
What is the Process Which Documents are required Other Formalities
9.2 Incentive Schemes
Which forms are required Who is responsible for implementation
9.3 Lands/Plot related information
Availability of RIICO land Rate of Land Land Bank Position New areas of Development Size of Plots Subsidies available for Land Procedure for RFC Loan
9.4 Welfare Schemes
Forms, Eligibility etc.
10. Food and Civil
Supplies
10.1 Ration Card
Information on types of Ration Card (APL, BPL,Antodyay)
Issuance of New / Duplicate Ration Card Addition / Deletion / Modification in a Ration
Card
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S.
No.
Department S.
No.
Service
Surrender of Ration Card Eligibility details for each type of Ration Card Details on availing the Ration card services
including dates, preparation of rolls, applicationdetails
Location & contact details of department / agency/ nodal officers for availing the services
Details (location & contact) of Food grain shopsand counters in the vicinity
10.2 Gas Agencies
How to Apply for a New Connection Formalities related to New Connection Nearest Agency where to apply Booking Process for Gas Cylinder
10.3 Consumer Affairs
Consumer Court in Vicinity / as per amount ofclaim
Procedure for filing application in ConsumerCourt
Mobile Lab Assistance
11. Women and
Child
Development
11.1 Information of various Schemes
Criteria Benefit Contact Details Procedures Service level Status level Beneficiaries Grievance
12. PHED 12.1 Information regarding Schemes on
Hand-pump
Pump & Tank scheme
Piped Scheme
13. ESI 13.1 List of ESI Hospitals and Dispensaries Location details Contact Details Timings
13.2 List of Tie up Hospitals in ESI scheme
Location Details Contact Details Specialty for which enlisted
13.3 Procedure for referral Queries for secondary and
tertiary care centre
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S.
No.
Department S.
No.
Service
13.4 List of super specialty diseases and critical illness for
free cash less transactions in hospitals
14. Election 14.1 Information on Election dates, result dates, etc
14.2 Information on inclusion / update in the electoral
list
14.3 Information on Electoral offices
15. Urban
Development
15.1 Approval for building plans
15.2 Application for water tap connection
15.3 Issue of NOC for change of land use
15.4 Approval for layout plans
15.5 Information regarding constructions of roads /
drains / street lights
16. Home (Police) 16.1 Location details of nearest Police station
16.2 Procedure for applying for NOC for shifting vehicle
from Rajasthan to other states
16.3 Application procedure for Police Clearance
Certificate
16.4 Information regarding Awareness Programs
regarding Drunken driving, Terrorism, security
measures, etc
16.5 Information regarding emergency numbers
16.6 Application procedure for Arms License
16.7 Renewal of Arms license
16.8 Information regarding verification of domestic help,
tenants, job seekers, etc
17. Registrations &
stamps
17.1 Procedure of application for Encumbrance
Certificate
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S.
No.
Department S.
No.
Service
17.2 Procedure for registration of documents for both
movable and immovable properties
17.3 Information regarding point of sale of stamp papers
17.4 Information regarding market valuation of
properties and applicable stamp duty
18. Agriculture 18.1 Commodity/ mandi Marketing Information
18.2 Daily prices of fruits and vegetables
18.3 Weather forecasting at the district level for short
term and medium term
18.4 Availability of Seeds
19. Industries 19.1 Registration / License procedure
19.2 Procedure for Provisional Registration for small
scale Industries
19.3 Permanent Registration Certificate
19.4 Application procedure of IL(Industrial License) for
Licensed Items
20. Collectorate 20.1 Caste Certificate
20.2 Income Certificate
20.3 Local Resident (Domicile) Certificate
20.5 No Objection Certificate - Nazul
20.5 Process to obtain Nakal of a document
*Bidders to note that the above mentioned services are not exhaustive in nature and
are only meant as an indicative list. Purchaser may at its sole discretion either
increase or decrease the range of services offered through the call center.
In the first two year of operations, CCC shall provide only informational and grievance services.
The scope and time plan for enablement and implementation of transactional services shall be
decided by the State at a later stage.
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ANNEXURE-3: BILL OF MATERIAL (BoM)
Equipments Qty Specifications MAF Required
(Yes/ No)
Hardware
ACD- IVRS- Recordingserver
1+1As below Yes
CTI Integration server 1 As below Yes
Software
CRM 50* As per FRS in Annexure 5 Yes
CTI and ACD 1 As per FRS in Annexure 5 Yes
Recording solution 1 As per FRS in Annexure 5 Yes
IVRS solution 1 As per FRS in Annexure 5 Yes
* For CRM, licenses will be procured in sets of 50. Currently, only 50 licenses will be
proposed and based on requirements during the O&M period, additional licenses will be
procured.
Minimum Specifications for CTI- IVRS- ACD- Recording Servers
Description
Components Specifications
Processor/
CPU
Minimum 2.0 GHz 2x6 core processors or higher with 1-MB level 2 cache
Processors include support for Hyper-Threading and Extended Memory
64 Technology (EM64T)
Cache
Memory
with min 6MB L3 cache per processor
RAM / Main
Memory
Minimum 256GB of PC2700 DDR SDRAM standard
Hard Disk
capacity &
type
3 x 200 GB 2.5” 15 K RPM SSD or more
RAID
Controller
RAID 5 with 256 MB cache
Network Minimum 2 x Gigabit Ethernet ports
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Interface
Ports Min. 2 USB Ports
SAN
Connectivity
Should have fiber channel ports for SAN connectivity
HBA 2 x 8 Gbps FC HBA PCI-X/PCI-e based. Required to configure redundant
SAN adapters.
Cabinet Rack Mountable
Free Slots Min. 2 Free 64 bit PCI / PCI Express Slots (after populating all the cards)
Removable
Drive
Internal IDE/ SCSI DVD-ROM Drive
Operating
System
Microsoft® Windows Server 2012, Enterprise Edition / Red Hat®
Enterprise Linux 6.x, upgrade, patches, OEM support pack etc. valid for
project period
Power
supply
Redundant Hot-Swappable power supplies and Fans
Certification Should be certified on the supplied OS Version
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ANNEXURE 4: INFORMATION ON RAJASTHAN STATE DATA CENTRE
The State Data Center (SDC) has been identified as one the core infrastructural elements for
supporting e-Governance initiatives under the National e-Governance Plan (NeGP). It will
enable the State to consolidate services, applications and infrastructure to ensure secure and
efficient 24X7 electronic delivery of G2G, G2C and G2B services.
The SDC has been envisioned as a managed infrastructure providing features such as disaster
recovery, remote management and service integration in a stable and predictable physical
environment. It will provide many advantages such as:
Acting as a secure centralized repository of State related data and applications
Enablement of 24X7 Online Delivery of Government Services through information and
citizen service portals
Better operational & management control on state applications and data
Minimization of overall cost of data management, IT resource management and
deployment of services
Making available "IT infrastructure on demand" to various state departments and
agencies
For CCC it has been envisaged that the State Data Centre shall be utilized for co-locating the
server side hard and soft infrastructure. The following items are available at the Rajasthan
State Data Centre for use under the project:
S No Item
Description
Shared/Ded
icated
Type/ Specification
Servers
1 Web Servers Virtual
Dedicated
1+1 HP DL58o G7, (4 x hex core) available in DMZ zone
with 32 GB dedicated Ram, including OS
Linux/windows
2 Application Virtual
Dedicated
1+1 HP DL58o G7, (4 x hex core) available in MZ zone
with 32 GB dedicated RAM including OS
Linux/windows
3 Database Shared 1+1 HP DL58o G7, (4x Score) available in MZ zone with
Postgre SQL server version 9
4 Back Up Server Shared IBM Tivoli Storage manager client license shall be
provided by RSDC
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S No Item
Description
Shared/Ded
icated
Type/ Specification
5 EMS Server Shared CA NMS, e health & spectrum, DPM wily, willy-cer,
service desk &ITCM on windows (additional NMS
licenses shall be provided by SI)
6 SMS Server /
Payment
Shared Red Chilly on windows / As provided by GoI / MSDG
7 Anti virus Shared Symantec Endpoint protection 3.3..o on windows 2008
R2 client license as applicable shall be provided by
RSDC
8 Authentication
Server
Shared DC,ADC ON WINDOWS 2008 R2, client license shall
be provided by RSDC
9 Audit Log Server Shared Centralized syslog server on RHE15
lo Mailing Server Shared Open Source / SMTP Gateway
11 Helpdesk Server Shared CA Service Desk R12.5
Storage
12 SAN Storage Shared IBM SAN & HP SPAR
13 Tape Library Shared IBM
Network
14 Core Switch Shared CISCO 6513
15 Application
Access Switch
Shared CISCO 375o
16 Network Load
balancer
Shared Link Proof & array
17 Bandwidth to be
provide by RSDC
dedicated 4X2 Mbps
The bidder shall be required to pay FMS/O&M charges on the hardware/software installed in
the Rajasthan State Data Center to the DCO@ 6% of the CAPEX per quarter. The bidder shall
be required to submit proof of cost of hardware/software installed in the RSDC for calculation
of DCO charges.
Additional information on the Rajasthan State Data Centre is available at DOIT&C, Rajasthan
Site (http://doitctest1.rajasthan.gov.in). Some useful links are as follows:
http://doitctest1.rajasthan.gov.in/_layouts/Doitc/User/ContentPage.aspx?LangID=En
glish&PId=57
http://doitctest1.rajasthan.gov.in/_layouts/Doitc/User/Policies.aspx?LangID=English
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ANNEXURE-5: FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS
A list of Functional Requirements and deliverables envisaged by Purchaser is given below and
the bidder must send the compliance to these requirements. These requirements shall be seen
in respect of the Project Profile (Section 2.0) and Scope of Work (Section 4.0). It is envisaged
that COTS software will purchased by the CCO and customized as per the requirements of the
RISL. The COTS software should be amongst the following applications only:
For CCC infrastructure (IVRS and ACD), the following have been named by Gartner as the
market / quadrant leaders: Avaya, Cisco, Genesys, Aspect and Interactive Intelligence
For CRM applications, the following have been named as market leaders:
Gartner Forrester
Oracle Siebel CRM
Rightnow
Salesforce
Microsoft Dynamics
Pegasystems
Oracle Siebel CRM
Salesforce
SAP CRM
Microsoft Dynamics
Functional Requirements
a) Customer Relationship Management-
S. No. Functional Requirements –CRM(Customer Relationship Management)
1. It should be integrated with IVR, ACD, other existing applications like e-sugam (as
and when required), portal (provided by CCO to be accessed by department users),
email server, SMS server to provide 360 degree view of caller.
2. It should be Rules-based – allowing the application to be modified to meet the
changing needs.
3. It should be secured with single sign-on facility. The application should be
configured to allow agents to login into all applications (currently only e-sugam)
automatically without re-entering username/password into these applications.
4. It should provide a 360 Degree view of caller information to make CCC user more
informative about caller /caller including call routing, service request status, caller
contact information.
5. It should allow agent to capture the basic information for informational services
including but not limited to:-
a) Name
b) Sex
c) Phone/mobile number
d) Address
e) Reason for contact
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S. No. Functional Requirements –CRM(Customer Relationship Management)
f) Query details
g) Date
h) Department Name
i) Assigned to
6. It should be integrated with CCC database which will store the caller's information.
7. CRM should support the content management containing scripts and FAQ's for
informational services. It should also provide a search facility to the agent to search
query in the maintained FAQ's.
8. CRM should provide access to update the FAQ's periodically.
9. It should support to record all new queries asked by callers.
10. Customer Relationship Management must generate a Unique Service request
Number that shall be provided to the caller. This Unique Service request should be
so designed to ensure its uniqueness across the complete solution.
11. When a new query record is created, an e-mail/sms can be automatically sent to the
caller confirming that a new case record has been created with a unique service
request number, name of the caller and query name with query status.
12. CRM should support SMS/email facility on the change in the status (open, pending,
closed etc) of the query of the caller. A SMS should be send to the caller with the
service request no, name of the caller, query name with query status.
13. The Agent must have facility to mark calls as call back on a certain date & time etc
with his specific remarks in detail in CRM. System should inform the agent(who is
free for follow-up) for call back on reminder date and time.
14. It should allow the system to provide the status of the query to the caller through
voice and/or SMS (in response to customer’s SMS)
15. When new case (queries) records are created, they can be automatically assigned to
the appropriate person using predefined assignment rules. When cases(queries) are
assigned to someone, this person can be automatically notified of the case via e-
mail.
16. CRM should support workflow engine which will help in implementation of case
management activities. Based on workflow, case records can be automatically
assigned to a work queue (using predefined assignment rules)
17. CRM should automatically notify via email about the escalated case to all of the
people who comes under escalation rules.
18. CRM should support the escalation rules applies for non-closure of query
within a certain period of time
19. It should support case escalation rules can be defined that will control the
automatic escalation of a case when specified conditions are met
20. It should support a configurable case "status" data field which is used to track the
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S. No. Functional Requirements –CRM(Customer Relationship Management)
status of each case(e.g., new, escalated, on-hold, closed, etc)
21. CRM should support a case record which is created or updated, a history record (of
the change) is automatically created and associated with the case
22. It should allow agent to close the call by changing the status of service request to
"Closed". System should automatically send an email/SMS to caller and email to the
concerned department about the closure of the query.
23. When Agent makes the call to inform caller about the query, all the caller details
will be available on his screen like Caller name, service request no, status, query,
date & time of query etc in CRM.
24. It should allow search feature to search the query by its service request number,
name of caller, mobile/phone number.
25. CRM should support mass email/SMS facility that can be used to send out
responses to many people encountering the same problem.
26. It should support for "call back" option in the event of long call waiting.
27. It should define automatic routing and escalation (routing to a supervisor) of a
work item as a result of a trigger activating.
28. It should have ability for screen customization to reflect agent preferences or
specific service requirements. Agents should be able to select the categories they
want on their personal screen(s) – such as task and service information – as well as
filters to be used – such as “show all service requests”, "overdue service request"
“just open service requests,” and “just service requests submitted in the last 7 days.”
29. It should support the document management which will send the documentation to
the caller in the form of existing Government documents, email, custom letters etc.
30. CRM should support all the templates email, SMS, government forms that are
maintained in the document management system.
31. It should support Alert mechanism. Whether the alerts are posted through an e-
mail or SMS system, shown as a pop-up window or created and routed as a special
work item.
32. It should support the audit trail of the alerts that are triggered along the process.
33. It should support integration of line of business applications with CRM application
34. It should provide comprehensive tracking of caller interaction and agents activities.
35. The application must be configured to support more than one active session for a
call center user so as to support more than one concurrent caller at a given time
during escalation.
36. It should support the workforce management. It should be able to forecast the
volumes of staff requirements by using such service standards as the grade of
service, average waiting times and the average time needed to handle each customer
contact, including wrap activities.
37. System should have an authentication mechanism before grievance status details
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S. No. Functional Requirements –CRM(Customer Relationship Management)
are shared with the caller.
38. Unique user id and password should be provided to the designated officers of
Purchaser.
39. Content management should be integrated with CRM and maintain call centre
procedures.
40. CRM system should support auxiliary codes to enable call centre agents to indicate
their current mode of operation (i.e. Available/Unavailable/Wrapping Up/At
Lunch, etc…) and the same must be reflected in the reporting tool.
41. Agent should be able to access the e-sugam via same desktop from which it is
logging call for informational services.
42. All logged tickets/ calls should follow the escalation mechanism defined in the
standard operating procedure
43. System databases will be used to manage caller account and other information,
which will be used to collect, track, and report caller service requests and service
delivery.
b) Computer Telephony Integration and Automatic Call Distributor
Computer Telephony Integration
S. No. Functional Requirements –CTI(Computer Telephony Integration)
1. It should be able to link ACD, IVR, call recording etc. to information held on a CRM
database about the inbound caller.
2. It should be able to support the following information messages and options that
are relayed to voice callers while they are waiting in queues or put on hold by the
contact centre agent, including but not limited to:
a) Marketing messages(Later Stages of CCC implementation)
b) Music
c) Specific message after configurable time (i.e. Voice Mail)
3. It should transfer relevant information about the individual caller and the IVR
dialog from the IVR to the agent desktop using a screen pop based on CLI(Caller
Line Identification)/ANI (Automatic Number Integration)/DNIS (Dialled Number
identification sequence) when caller got connected.
4. It should be suitably integrated with CRM and other communication media
(phone/email/SMS) to send/receive data which needs to be populated on agent
screen and must also update the IVRS usage details into the CRM as the caller
traverses through the IVRS and reaches the agent.
5. CTI should perform following functions including but not limited to:-
a) It indicates that the call has entered the setup phase.
b) Call is conCCOdered as delivered when the call starts ringing
c) Call establishes when call is answered.
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S. No. Functional Requirements –CTI(Computer Telephony Integration)
d) Call is cleared when the voice connection is terminated.
e) Call is completely ended when the logical call appearance (including call
data) is complete.
f) Under call tranCCOtions, call can be moved from the active to held state or
the call is removed from hold.
g) Call can be transferred to another agent or other call centre
Automatic Call Distributor
S. No. Functional Requirements –ACD(Automatic Call Distributor)
1. ACD should provide the capability of combining data with IVRS menu system that
can be intelligently route calls requesting further assistance.
2. It should be able to put caller on hold if no agent is available and keeping caller
informed about the status of the call. Also support relying messages (as defined by
the Purchaser) during the hold period.
3. It should be designed such that it can handle high volumes of calls efficiently.
4. It should follow call routing to the agents with following features. It should follow at
least one of the feature mentioned below:
a) With 'Least Recent' - the extenCCOon that received a call the longest time ago
will be on the top of the list
b) With 'Fewest Calls' - the extenCCOon that received the least number of calls will
be on the top of the List
c) Random Selection-Routing to the agents with first agent picks the call, it will be
closed for the other agents.
5. It should allow call centre agents to be members of multiple ACD groups. Each
agent should have unique identification.
6. It should be able to transfer call to another agent with call data attached.
7. It should support routing for emails received on the Contact Center email account
8. It should allow call centre agent to transfer the call to other call centre.
9. During later stages of CCC implementation, it should provide skill based routing of
the calls to the agents based on the skills.
10. During later stages of CCC implementation , system should allow agents to log in to
multiple skills with different levels of priorities for the Skills.
c) Interactive Voice Response System-
S. No. Functional Requirements – IVRS(Interactive Voice Response System)
1. When a call lands on the CCC system, the caller should be greeted with a pre-
recorded welcome note in Hindi language.
2. It should support voice and DTMF (touch tone shortcuts that can be used in
sequence) signalling based menu service. Caller can access the information more
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S. No. Functional Requirements – IVRS(Interactive Voice Response System)
quickly or opt to talk to agent, without having to "drill down" through the menu
structure with every call.
3. It should support English Language
4. It should support Hindi Language
5. It should change the IVR route based on the language selected
6. There should be an option available to the caller to opt for talking to agent by
pressing pre-defined digit any time during the IVRS announcements (For first 2
months , after selecting language the call should be routed to the agent. Later on as
per need, there should be expansion in IVR tree)
7. It should be able to identify a caller(new - with phone number and existing caller
with name and phone number) using CLI(Caller Line Identification),/ANI
(Automatic Number Integration)/DNIS (Dialled Number identification sequence)
8. It should identify the caller through CLI and pass on relevant information to the
screen pop up at agent’s desktop by seamless integrating with the Automatic Call
Distribution/Computer telephony integration. For new caller, the screen pop up's at
agent's desktop with only its mobile/phone number. For existing caller (present in
CCC database), the screen pop up's at agent's desktop with name and mobile/phone
number. For the existing caller, the agent should greet him with his name.
9. It should ensure routing accuracy as per design. It should allow transfer to agent
anytime during the Interactive Voice Response System announcement.
10. It should retrieve agent availability from Automatic Call Distribution and announce
to the caller the expected wait time to talk to an available agent.
11. It should support audio-text for playback of music, regulations, procedures, social
messages ( to be decided by Purchaser during Implementation phase of the project)
as per the IVR Call Flow & Call Tree.
12. The caller can be given the option to wait in the queue or request a callback
13. After pilot phase, it should have ability to add multiple marketing messages on the
IVR system
14. After pilot phase ,it should allow users to schedule different marketing messages in
specific dates and for a specific period.
15. There shall be a provision of scalability of IVRS so that over a period of
time it will take care of maximum functionalities of the Call Centre (feasible
through IVRS) under this Project. Features of scalability will be finalized during
Implementation Phase of the Project.
16. There should be adequate number of IVR ports to ensure that all calls meant for
CCC are able to reach there.
17. The delivery of Informational and Transactional services through IVRS mode shall
be provisioned during the later stages of the CCC implementation, if the back-end
IT infrastructure at the State level can support.
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d) Recording Solution-
S. No. Functional Requirements –Recording solution
1. The system should record voice conversation between call centre agent and caller
at the time of documenting request, department official and call centre agent at the
time of resolving query and map it to unique Service Request Number. The Call
Centre should have facility to record, replay and monitor all calls for a period of 180
days. This should capture at least the following information:
a. Date
b. Time
c. Call Duration
d. Agent ID
e. Caller Number
f. Service Request Number
g. Number Dialed for Outbound Calls
h. Inbound/Outbound Identifier - System Generated
2. The agent ID and call record should be linked to the recorded query. The recorded
query can be viewed by agent but cannot be modified.
3. The system should also record the outbound communication of call centre agent
and the caller at the time of providing answer to unresolved query.
4. It should provide search facility with following information:-
a. Date
b. Time
c. Call Duration
d. Agent ID
e. Caller Number
f. Service Request Number
g. Number Dialed for Outbound Calls
5. Basic information about every caller should be recorded and stored in a database by
the agent. This database shall be updated every time a new caller calls up.
e) Management Information System (MIS)-
S. No. Functional Requirements –MIS(Management Information System)
1. MIS should generate reports based on:-
a) Type of queries/grievances
b) Department wise
c) District wise/Block wise
d) Repeat Request/Complaints
2. It should generate different types of reports on Number of calls:-
a. Total Number of Calls- Inbound and Outbound
b. Number of Calls Diverted to Call Center Agents from IVR
c. Number of calls dropped on the IVR stage
d. Number of calls transferred to other Call centre
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S. No. Functional Requirements –MIS(Management Information System)
3. It should generate Queue analysis reports. The below mentioned queue analysis list
is including but not limited to:-
a. Number of Waiting Calls
b. Average Call Time
c. Average Waiting Time
d. Abandoned Calls
4. It should generate Agent reports (Summary for All the Agents, and Detailed by each
agent):
a. Login & Logout Time
b. Average Speed of Answer Time
c. Average Talk Time
d. Average Handling Time
e. Average Hold Time
f. Average Wrap up time
g. Number of Dropped Calls before Pickup
h. Number of Dropped Calls after Pickup
i. Idle Time
j. Time Agent is Ready
k. Outbound Calls - Destination Numbers & Duration
l. Number of Emails Received
m. Number of Call Backs
n. No answer
5. It should also be capable of generating customized reports/ MIS including graphical
reports as per Purchaser’s requirement; Reports should also be available in web-
enabled format & should be configurable to be mailed to a defined mailing list.
6. It should provide flexible report formats, in xls, txt or any other user-friendly
structure including graphics from time to time.
7. Standard reports(like IVRS,ACD etc) should be generated on hourly, daily, weekly,
monthly, quarterly, half yearly and yearly.
8. It should be integrated with portal (provided by CCO) which provides access to
designated officers of purchaser for report generation.
Non-Functional requirements
a) User Access Management
S. No. Non-Functional Requirements-User Access Management
1. It should provide access to functions within modules restricted to authorized users.
2. It should provide logging by unique user id and password.
3. Users access should be restricted to different levels as program, module,
transaction, etc
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S. No. Non-Functional Requirements-User Access Management
4. System should notify security administrator of unauthorized access or attempted
access and record in a log with reporting
5. System should provide multilevel security at agent, supervisors, administrator level
6. System should allow for administration of system users including:
a) Add new usersb) Delete existing usersc) Modify user profile and preferences (standard phrases, vacation mode)
7. System should allow for administration of content (categories/response templates)
including:
a) Add new categories/response templatesb) Delete categories/response templatesc) Modify categories/response templates (text)
8. System should allow for administration of e-mail processing (queues/rules)
including:
a) Add new rules to properly route and categorize messagesb) Add new queues as organizational structure changesc) Change dynamics of queues as needed (i.e. timeout parameters, escalation,
assigned users, queue priority)9. Supervisors, administrators and other appropriate persons(participating
departments official) can be set up with the software needed to run reports
10. System should be able to support role based access control
11. The solution should have the ability to provide multi-level access management. The
following should be provided:-
User identification;
Limitation of user rights to perform operations;
Data confidentiality provision;
User actions audit and protocols
12. The system should have the ability to provide user and user group authorization
administration tool to assign security levels to functions and data, and allow the
access by users / by groups with valid security level only
13. The system should have the ability to assign activities to roles, and map roles to
users
14. Users should not be allowed to access the database directly
15. System should allow providing access level security for reports at Field level - show
/ hide
16. System should provide centralized repository of all identification and access control
data
17. System should have ability to provide access level security for Entry forms at Field
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S. No. Non-Functional Requirements-User Access Management
level - allow, Read only, Hide
18. It should support of LDAP (Lightweight Directory Access Protocol) to allow systems
access to the directory
b) Audit Trail
S. No. Non-Functional Requirements-Audit Trail
1. The system should allow archiving of queries which shall include both text and voice
recording. Audit trail of archival with time and date stamp, will be automatically
maintained by the system.
2. The system should allow recovery of data in case of hardware failure and data
corruption. It should be able to perform recovery to a point of time, to known backup
database.
3. The system should ensure that the audit files are stored in un-editable formats
4. The system should be capable of providing Audit Trail: Audit trail of Time Stamp &
User ID stamp for the following:-
a) Service Nameb) Status of the Queryc) Caller Mobile Number
5. The system should maintain audit trail of any update in the status of the query.
6. It should be possible to audit users at the form level, user level and at the
organizational role level
7. Audit system should be centralized, secured and should provide detail insight in
audit data (who did what, to what data and when)
8. The system should enforce separation of duties between auditors and administrator
9. The system should provide direct access to the auditor's to view audit reports and
should be able create custom reports
10. The system should have the ability to identify users that have exploited access
privileges, identify root causes of conflicts and be capable of interrogating the security
log
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c) Security-
S. No. Non-Functional Requirements –Security
1. The system should be capable of providing Authorization by the User Name, User
Role
2. The system should be capable of providing One user multiple roles and vice versa
3. The system should be capable of providing automatic timeout for user (log out)
4. The system should be able to allow definition of rules for password composition and
password encryption.
5. System should support configurable password policies including
Password expiry
Password history and reuse policy
6. Session limits must exist for the application. For each session type, there must be
limits the maximum time length of an idle session
7. System should allow proxy users. For example, an executive can designate an
assistant as a proxy, allowing that assistant to create, edit transactions on behalf of
that executive.
The audit thereafter should state that the action was performed by the proxy user
on behalf of a particular user
8. System should display an appropriate warning message upon user logon. The
warning message need not include the following four general elements verbatim but
must convey the same meaning:-
a) Use of system constitutes the user's consent to monitoring.b) Use of system is limited to official Login use only.c) Notice that this is a Login system
9. The database should support role based access control, user based privileges
10. The system should have the option to encrypt data before transferring over a
network.
11. The system should have the option to encrypt the data stored in the database
12. There should be back up and recovery of the data
d) Data Network -
S. No. Non-Functional Requirements –Data Network
1. System should provide Fail Safe Data Network to transport data, voice, web etc to
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S. No. Non-Functional Requirements –Data Network
Contact Centre location with adequate bandwidths
2. Network security should be maintained by having password and audit control on
Network equipment
3. Internet connectivity should be restricted (i.e. only necessary sites are accessible).
4. Firewall and IDS/IPS protection should be in place
5. Proper Antivirus security with centralized updates
e) Archival-
S. No. Non-Functional Requirements –Archiving
1. The system should be able to archive data, based on user specified parameters (i.e.
data range) and restore archival data when required
2. The system should support change in database and should able to retrieve the
archived data.
f) Availability
S. No. Non-Functional Requirements –Availability
1. The system uptime should be 99.7 % during working hours( 8 am to 8 pm across 7
days)
2. The dashboards and the management platforms components need to be available
for 90% of the time.
g) Scalability
S. No. Non-Functional Requirements –Scalability
1. The contact centre should have space and capacity to increase the number of seats
to 100.
2. The solution should be highly scalable and capable of delivering high performance
as & when transaction volumes/ callers increases without compromising on the
response time
h) Performance
S. No. Non-Functional Requirements –Performance
1. The solution should be able to deliver high performance as & when transaction
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S. No. Non-Functional Requirements –Performance
volumes/ calls increases without compromising on the response time. System
components should be able to take load during peak hours of the contact centre.
2. The user needs to be able to launch the application quickly and log into the
application with minimal latency time.
i) Workflow
S. No. Non-Functional Requirements –Workflow
1. The solution should have the ability to support automated workflow designed to
address needs of business users
2. The solution should have the ability to support multiple workflow paths that are
automatically selected based on request/user attributes, including escalation paths
3. The solution should support standard work flow languages
4. The workflow should have a rules engine that allows rules to be created to define
query resolution hierarchies
5. It should be possible to create workflow diagrams that can be shared with
participating departments to verify the workflow
6. The workflow should provide a drag and drop GUI based single/ common design
tool to define and alter business process across all modules of the Solution
7. It should be possible to define the process hierarchies top down or bottom up to
support distributed workflow process definition
8. There should be no limit on the hierarchy levels that can be defined
9. It should have workflow with the ability to define business rules without the need
for programming, including alerts and trigger
10. The workflow should interface with email system supporting SMTP for sending out
answers to queries and IMAP for receiving the queries
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ANNEXURE 6- INDICATIVE CALL FLOW AT CCC
The typical call flow shall be as in the process diagram below:
The call lands at the IVR of the CCC where the caller is greeted in Hindi and prompted to choose
one of the two languages- Hindi or English. Based on language selcetion, the call lands at the next
available agent in the respective queue. If the customer is registered with the CCC using the
number he/she is calling from, the customer information will be displayed on the screen of the
agent. Else, agent captures information of the customer and adds him/ her to the CRM database.
In case, customer is registered using a different number, his new number is updated in his profile
after confirmation from him/ her. Thereafter, natuare of customer’s call is ascertained.
Citizens calls citizen contactcentre’s toll free number
Has the call landedbetween 8 am to 8
pm?
Is citizen availablewith CCC database
Is Query answeredby agent?
Call landed at availableagent
Record the call & Closethe call
Log a query under callcentre application
Record personal detailsof the citizen
Call ended
No
No
No
Yes
Yes
Call ended
Yes
Grievance Informational
Is call for informationalor grievance services ?
Agent file grievance ine-sugam application
Grievanceforwarded(via email) &informed(via phone/SMS) to concerned
dept official
Yes
No
Forward(via email)&informed(via phone/
SMS) query toconcerned dept official
Call Escalation matrix & timedepend on participating depts
Unique Request No generated.Shared with citizen (email,
Phone, SMS)
IVR message played toinform caller of window of
operations and otheraccess channels
Is call for servicesprovided under CCC?
Agent transfers the callto other call centre/
provides the concerneddept contact no to
citizen
GrievanceClosureProcess
Has the customerquery been resolved
through IVR?Yes
No
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Case I: Service request is for Informational services provided
The primary source of information for the agents shall be the CRM database. The call flow follows
the below mentioned process:-
a) Agents will access the FAQs (Knowledge Management System) created by the CCO while
answering the citizens’ queries.
b) If a call centre agent is unable to answer any query then a call will be logged for the
information requested by the citizen. The application shall automatically generate the
unique service request number for the unresolved query. The unique service request
number shall be forwarded to the nodal officer of the concerned department through
email. The same service request number shall be shared with the citizen through SMS
and/or email (as available) for further tracking of the request. Agent will also call the
nodal officer of the concerned department and inform about the query raised against the
department.
c) For the unresolved queries, there shall be a separate escalation matrix for each
participating departments. The escalation matrix and time resolution for the unresolved
queries shall be finalized for each service after discussions between RISL and relevant
Departments before the Go-Live of CCC Services. SLAs of the CCO shall not take into
account the time taken by a Department in responding to queries for manual
applications, ie, for queries where the CCO does not have online /database access to
query information and is dependent on the relevant department to manually search for
the information requested by a citizen.
d) The concerned department officer may also call the call centre agent and answer the
raised query. The call shall be recorded for future reference purpose.
e) The CCO agent shall then call the concerned citizen and answer the query. The CCO
agent shall close the call in the call centre application. A call is considered to be closed
only when the query(s) have been answered by the agents and a confirmation has been
obtained verbally from the citizen to close the call.
In cases where a citizen asks for information regarding a department whose services are not
being provided at CCC currently, based on appropriate procedures defined, the agent may
provide the relevant contact information of the concerned department to the citizen or transfer
the call to the concerned call centre after permission from the customer.
Case II: Service request is for Grievance services provided under CCC
Grievances are logged through existing e-sugam application and the agents shall be given access
to the same for recieving citizen grievances and logging the same in the e-Sugam application. The
call flow follows the below mentioned process:-
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a) The CCO Agent shall access the e-sugam application through his/ her log in. The CCO
agent shall fill the application form under e-sugam application. The e-Sugam shall
automatically generate the unique service request number for the filed grievance and the
grievance shall be dealt as per process defined under e-Sugam with regular followups
from the CCO. The unique service request number shall be forwarded to the nodal
officer of the concerned department thorugh email.
b) The agent shall also log the call for grievance in the CRM database of the CCO and a
second unique number which is specific to the CCO shall be generated and given to the
citizen. Both the service request numbers shall be shared with the citizens, through SMS
and/or email for further tracking of the request. Agent will also call the nodal officer of
the concerned department and inform about the grievance filed against the department.
c) The escalation matrix and time resolution for the unaddressed grievances shall be
finalized after discussions between RISL and relevant Departments before the Go-Live of
CCC Services.
d) The concerend department officer may also call the call centre agent and answer/ update
the status of the filed grievance. The call shall be recorded for future reference purpose.
e) The CCO agent shall then call the concerned citizen and answer/update about the
grievance. The CCO agent shall close the call in the call centre application.
Case III: Service request is for other Government call centre
a) In such cases, the call shall be forwarded to the other call centre after permission from
the customer. However, this facility shall be available only for the identified set of call
centres which include both Centre as well as State level centres. In case the concerned
department does not have a call centre, the agent may, based on the procedures defined,
provide relevant contact information of the department/ service owner to the citizen.
b) In such cases, all the SLAs, call charges, terms and conditions, etc of the respective
centres shall be applicable and the role of CCC shall only be restricted to forwarding of
the call.
c) All the interaction details of calls shall be updated and saved in the CRM database. This
database shall enable the agent to recognize and provide a more personalized service to
the citizen during his / her next call
d) The solution provided to the CCO's by the relevant department, shall be recorded by the
CCO for audit purposes. All citizen queries resolved to by the CCAs shall be
communicated to the citizens through outbound calls to the citizens
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ANNEXURE 7- TEAM PROFILE AND TRAINING REQUIREMENTS
Team Profile- Educational Qualifications and Experience Requirements
It is proposed that the team at CCC shall constitute of agents, project managers and content
managers with the following profiles:
a) Project manager - The Project Manager shall be responsible for overall operations of
CCC and shall be the single point of contact with State Nodal Agency and State
Departments. The individuals designated to perform the role of Program Manager/
Project manager should have adequate relevant experience in managing operations of
such scale. The responsibilities include managing CCC operations by interfacing with
internal operational and technical staff to ensure successful conduct, provide inputs and
recommendations where applicable and maintain quality assurance.
The educational qualifications and experience requirement of a project manager shall be
at minimum as follows:
Educational
Qualifications
Experience Criteria Certifications
Any graduate with
MBA (Preferably in
operations)
Minimum 7 years of overall
experience
At least 2 years in operations in
ITeS/ Call centre industry
PMP or PRINCE2
certified
b) Agents- Agents shall be the primary point of contact for all citizen interactions and shall
be responsible for quality service to citizens. Agent functions include, but not limited to,
handling citizen contact via Telephone, email service the request (both informational
and transactional), update the database, escalate calls to the department, etc. The
educational qualifications and experience requirement of a project manager shall be at
minimum as follows:
Educational
Qualifications
Experience Criteria
Any graduate with
proficiency in both
English and Hindi
Minimum of 1 years of operations
(Calling) experience in call centre
inductry
c) Content Manager – Content Managers shall be responsible for development of content
for CCC across departments and their services. Content Managers shall also act as
bridges between the CCC and the various participating departments. The educational
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qualifications and experience requirement of a project manager shall be at minimum as
follows:
Educational
Qualifications
Experience Criteria
Any graduate with
MBA and proficiency
in both English and
Hindi
Minimum 3 years of overall
experience
Minimum 1 year experience in
working with the Government
sector
d) Software Developers: Based on the customization needs of RISL, services of software
development may be required during the course of the project. For this purpose, the
CCO shall be required to provide software development resources which are competent
to undertake the work assigned. While the cost of such resources has not been requested
for in this bid and will not be taken into consideration for calculation of L1, it has been
decided that RISL shall benchamrk resources against the empanelment done by UIDAI,
GoI for software solution providers (Tier-III). As per the same, the qualification and
experience criteria of a software developer shall be as follows:
Resource Educational Qualifications Experience Criteria
Developer BE/B.Tech/MCA with
specialisation in computers
1 Year (in software development
projects)
Sr. Developer BE/B.Tech/MCA with
specialisation in computers
3 Years (in software development
projects)
Software Designer BE/B.Tech/MCA with
specialisation in computers
5 Years (in software deSigning for
large software development projects)
Project Manager Should be a graduate in any
discipline with MBA degree
Minimum 7years of working in a
BPO/ Call Center set up in customer
support
Training Requirements
In order to ensure customer satisfaction and maintenance of other SLAs as well, it is important
that appropriate training are provided to the agents before they start taking/ making calls to
the customers. In this regard, it is envisaged that appropriate training shall be provided by the
CCO to its staff. The salient features of the training program at CCC will be:
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a) Develop, conduct and maintain a comprehensive and continuous training program
providing agents with the appropriate knowledge and current information to perform
services required.
b) Ensure that all staff is trained in state and local policies, procedures and department
operations, with approval/agreement by the State
c) Develop and update training manuals and training records on regular intervals
d) Provide copies of all training materials to Purchaser on an ongoing basis
e) Implement a procedure and schedule for ongoing training, refresher training
f) Conduct training that shall include (but not be limited to):
Sensitivity awareness training
Projecting positive and helpful attitude
Communicating with confidence and competence
Adhere to confidentiality policies and procedures
Customer Service Enhancement
g) Any training required for addition of new services and certain familiarization
throughout the term of the contract shall be at the cost and responsibility of CCO.
h) Training shall consist of, at a minimum:
Introduction and purpose of the services
History or background information
Familiarity, Call content
Script familiarity
Role-play activities
Production and Quality measurement criteria
Oral Quiz
Written test
Review
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ANNEXURE-8: PRE-BID QUERIES FORMAT {to be filled by the bidder}
Name of the Company/Firm:
Tender Fee Receipt No. __________________Dated____________for Rs.________________/-
Name of Person(s) Representing the Company/ Firm:
Name of Person Designation Email-ID(s) Tel. Nos. & FaxNos.
Company/Firm Contacts:
Contact Person(s) Address forCorrespondence
Email-ID(s) Tel. Nos. & FaxNos.
Query / Clarification Sought:
S.No. RFPPageNo.
RFPClauseNo.
Clause Details Query/ Suggestion/Clarification
Note: - Queries must be strictly submitted only in the prescribed format (.XLS/ .XLSX/
.ODF). Queries not submitted in the prescribed format will not be considered/ responded at
all by the tendering authority. Also, kindly attach the coloured scanned copy of the receipt
towards the submission of the bidding/ tender document fee.
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ANNEXURE-9: TENDER FORM {to be filled by the bidder}
1) Addressed to:
Name of the Tendering
Authority
Managing Director
Address RajCOMP Info Services Limited (RISL)
C-Block, Ist Floor, Yojana Bhavan, Tilak Marg,
Jaipur (Rajasthan) – 302005
Telephone 5101313, 2229394
Tele Fax 0141-2228701
Email [email protected] (clearly mention the NIT no. in
the subject of the mail)
2) Firm Details:
Name of Firm
Name of Contact Person with
Designation
Registered Office Address
Address of the Firm
Year of Establishment
Type of Firm
Put Tick( ) mark
Public
Limite
d
Private
Limite
d
Partnershi
p
Proprietar
y
Telephone Number(s)
Email Address/ Web site Email: Web-site:
Fax No.
Mobile Number Mobile:
Certification/Accreditation/Affiliation
, if Any
3) The requisite tender fee amounting to Rs. ________/- (Rupees <in words>) has been
deposited vide receipt no. _______ dated ___________.
4) The requisite RISL processing fee amounting to Rs. ________/- (Rupees <in words>) has
been deposited vide receipt no. _______ dated ___________.
5) The requisite EMD amounting to Rs. ________/- (Rupees <in words>) has been
deposited vide Banker’s Cheque/ DD No. ___________ dated ___________.
6) We agree to abide by all the terms and conditions mentioned in this form issued by the
Empanelment Authority and also the further conditions of the said notice given in the
attached sheets (all the pages of which have been signed by us in token of acceptance of the
terms mentioned therein along with stamp of the firm).
Date:
Name & Seal of the firm: ________________________
Authorized Signatory: ___________________________
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ANNEXURE-10: BIDDER’S AUTHORIZATION CERTIFICATE {to be filled by the
bidder}
To,
{Tendering Authority},
______________________________,
______________________________,
I/ We {Name/ Designation} hereby declare/ certify that {Name/ Designation} is hereby
authorized to sign relevant documents on behalf of the company/ firm in dealing with Tender/
NIT reference No. ______________________ dated _________. He/ She is also
authorized to attend meetings & submit technical & commercial information/ clarifications as
may be required by you in the course of processing the Bid. For the purpose of validation, his/
her verified Signatures are as under.
Thanking you,
Name of the Bidder: - Verified Signature:
Authorised Signatory: -
Seal of the Organization: -
Date:
Place:
Note: Please attach the board resolution / valid power of attorney in favour of person Signing
this authorizing letter.
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ANNEXURE-11: SELF-DECLARATION – NO BLACKLISTING {to be filled by the
bidder}
To,
{Tendering Authority},
______________________________,
______________________________,
In response to the Tender/ NIT Ref. No. _____________________________ dated
___________ for {Project Title}, as an Owner/ Partner/ Director of
________________________________________, I/ We hereby declare that
presently our Company/ firm ___________________, at the time of bidding, is having
unblemished record and is not declared ineligible for corrupt & fraudulent practices either
indefinitely or for a particular period of time by any Central/ State/ Semi-Government/ or
other Govt. subsidiaries including autonomous bodies in India.
If this declaration is found to be incorrect then without prejudice to any other action that may
be taken, my/ our security may be forfeited in full and our bid, to the extent accepted, may be
cancelled.
Thanking you,
Name of the Bidder: -
Authorised Signatory: -
Seal of the Organization: -
Date:
Place:
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ANNEXURE-12: CERTIFICATE OF CONFORMITY/ NO DEVIATION {to be filled by
the bidder}
To,
{Tendering Authority},
______________________________,
______________________________,
CERTIFICATE
This is to certify that, the specifications of Hardware & Software which I/ We have mentioned
in the Technical bid, and which I/ We shall supply if I/ We am/ are awarded with the work, are
in conformity with the minimum specifications of the Tender/ bidding document and that
there are no deviations of any kind from the requirement specifications.
Also, I/ we have thoroughly read the tender/ bidding document and by signing this certificate,
we hereby submit our token of acceptance to all the tender terms & conditions without any
deviations.
I/ We also certify that the price I/ we have quoted is inclusive of all the cost factors involved in
the end-to-end implementation and execution of the project, to meet the desired Standards set
out in the Tender/ bidding Document.
Thanking you,
Name of the Bidder: -
Authorised Signatory: -
Seal of the Organization: -
Date:
Place:
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ANNEXURE-13: MANUFACTURER’S AUTHORIZATION FORM (MAF)
{To be filled by the OEMs and to be signed by the authorized signatory. Evidence to substantiate that
the signatory is an authorized signatory has to be attached.}
To,
{Tendering Authority},
______________________________,
Subject: Issue of the Manufacturer’s Authorisation Form (MAF)
Reference: NIT/ RFP Ref. No. _____________________ dated ________
Sir,
We {name and address of the OEM} who are established and reputed original equipment
manufacturers (OEMs) having factories/ offices at {addresses of manufacturing/ office
location} do hereby authorize {M/s __________________________} who is our
{Distributor/ Channel Partner/ Retailer/ Others <please specify>} to bid, negotiate and
conclude the contract with you against the aforementioned tender reference for the
following Hardware/ Software manufactured by us: -
{OEM will mention the details of all the proposed product(s) with their make/
model. OEM will also provide the complance sheet as provided in 19 of this
RFP}
We undertake to provide OEM Comprehensive Warranty (for hardware items)/ Technical
Support Services (for software items) for the offered Hardware/ Software, as mentioned
above and as per the RFP terms and conditions for two years and, if required, extendable
by upto three years thereafter.
Yours faithfully,
For and on behalf of M/s (Name of the manufacturer)
(Authorized Signatory)
Name, Designation & Contact No.:
Address: ___________________________________
Seal:
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ANNEXURE-14: UNDERTAKING ON AUTHENTICITY OF COMPUTER
EQUIPMENTS
{to be filled by the bidder (On Rs. 100/- Non-judicial stamp paper)}
To,
{Tendering Authority},
______________________________,
Reference: NIT No. :___________________________________ Dated:__________
This has reference to the items being supplied/ quoted to you vide our bid ref. no.
__________ dated ___________.
We hereby undertake that all the components/ parts/ assembly/ software used in the
equipment shall be genuine, original and new components /parts/ assembly/ software from
respective OEMs of the products and that no refurbished/ duplicate/ second hand
components/ parts/ assembly/ software are being used or shall be used. In respect of licensed
operating system, we undertake that the same shall be supplied along with the authorized
license certificate with our name/logo. Also, that it shall be sourced from the authorized source
for use in India.
In case, we are found not complying with above at the time of delivery or during installation,
for the equipment already billed, we agree to take back the equipment already supplied at our
cost and return any amount paid to us by you in this regard and that you will have the right to
forfeit our EMD/ SD/ PSD for this bid or debar/ black list us or take suitable action against us.
Authorized Signatory
Name:
Designation:
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ANNEXURE-15: COMPONENTS OFFERED – BoM {to be filled by the bidder}
Please fill the following BOM for all the offered components.
S.No.
Product Details
(make and model)
Detailed
TechnicalSpecification
Reference inproposal**
OEM Details
(Name, Address,E-Mail, Mobile
Nos.)
Deviation fromRFP
(Y/N)
(Provide details ifNo)
1. {Item No. xx}
2. {Item No. xx}
3. {Item No. xx}
** Please attach detailed specifications (preferably OEM Product Datasheet) and provide
reference number in this column. (Deviations, if any, should be appropriately mentioned &
highlighted in the compliance/ deviation column of the respective table)
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Annexure-16: FINANCIAL BID FORMAT {to be filled by the bidder in BoQ (.XLS file) on
eProc website with a Cover Letter on his letter head}
To,
The Managing Director,
RajCOMP Info Services Limited (RISL),
Yojana Bhawan, Tilak Marg, C-Scheme,
Jaipur (Raj.)
Reference: NIT No. :___________________________________ Dated:__________
Dear Sir,
We, the undersigned bidder, Having read & examined in detail, the Bidding Document, the
receipt of which is hereby duly acknowledged, I/ we, the undersigned, offer to supply/ work as
“System Integrator/ Implementing Agency” as per the defined Scope of the work & in
conformity with the said bidding document for the same. We hereby offer our best price as per
the details below and shall be valid as per the details mentioned in the NIT.
I / We undertake that the prices are in conformity with the specifications/ requirements
prescribed. The price quotes is inclusive of all cost likely to be incurred for executing this work.
The prices are inclusive of all type of govt. taxes/duties.
I / We undertake, if our bid is accepted, to deliver the goods & services in accordance with the
requirements of RISL.
I/ We hereby declare that, in case, the contract is awarded to us, we will submit the
performance security of Rs. _________________ for the due performance of contract and
in the form prescribed by RISL.
I / We agree to abide by this bid for a period of ______ days after the last date fixed for bid
submission and it shall remain binding upon us and may be accepted at any time before the
expiry of that period.
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Until a formal contract is prepared and executed, this bid, together with your written
acceptance thereof and your notification of award shall constitute a binding Contract between
us.
I/ We hereby declare that our bid is made in good faith, without collusion or fraud and the
information contained in the bid is true and correct to the best of our knowledge and belief.
We understand that you are not bound to accept the lowest or any bid you may receive.
We agree to the terms & conditions mentioned in the bidding document.
Date:
Authorized Signatory
Name:
Designation:
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Pricing Table
TABLE 1: CAPITAL EXPENDITURE (CAPEX) COSTING(INR)
S.
No.Component
Quantity Unit
rate
Service and
applicable
taxes
Total Unit rateTotal Cost (A)
1 2 3 4 5 6=4+5 7=3x6
Hardware
1.
ACD-IVRS-
Recording
server (with
three year
warranty)
2
2.
CTI
Integration
server (with
three year
warranty)
1
Software (with perpetual licenses)
3.CRM (For
upto 50 users)50
4. CTI and ACD 1
5. IVRS solution 1
6.Recording
Solution1
Total Cost A
TABLE 2: OPERATING EXPENDITURE (OPEX) COSTING(INR)
Description
Quantit
y
Per
seat
cost
per
mont
h
Service
and
applicabl
e tax
Total per
seat cost
per
month
Total
cost per
month
Contract
duration
(months)
Total cost
for project
duration (B)
1 2 3 4 5=3+4 6=2x5 7 8=6x7
Per Seat cost
for operating
call centre for
RISL as per
scope of work
defined in
RFP
50
24
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Table 3: ADDITIONAL PERPETUAL LICENSES (C)(INR)
S. No. Component QuantityUnit
rate
Service and
applicable
tax
Total Unit
rate Total Cost (C)
1 2 3 4 5 6=4+5 7=3x6
Software
1
CRM
(For 50-100
users)
50
Table 4: ADDITIONAL WARRANTY AND ANNUAL TECHNICAL SUPPORT
SERVICES (W) (will be purchased by RISL on need basis)
(INR)
S. No. Cost Component No of years(beyond
two years go-live)
Unit Rate for
annual additional
warranty/ Annual
Technical Support
per year
Total Cost
1 2 3 4 5=3x4
Hardware (Warranty)
1 ACD-IVRS- Recording
server2
2 CTI Integration server 2
Software (Annual Technical Support)
3 CRM 2
4 CTI and ACD 2
5 Recording solution 2
6 IVRS solution 2
Total Cost W
Table 5: Total Cost(INR)
S. No. Cost ComponentMultiplication
Factor
Total cost Cost for L1 calculation
(T)
1 2 34 5=3x4
1 Capital Expenditure (C) 1<Total cost from
Table 1 above>
2Operating Expenditure
(O)1
<Total cost from
Table 2 above>
3 Additional Licenses (A) 0.20<Total cost from
Table 3 above>
4
Additional Warranty
and Annual Technical
Support Services (W)
1<Total cost from
Table 4 above>
Total
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Note:
a. L1 shall be decided based on Total Cost T discovered above in Table 5
L1 will be the successful bidder with least commercial quote (T) and as decided by
RISL post bid evaluation.
b. All quotes in Table 1 (Capex costing) should be inclusive of all applicable taxes
c. All software to be quoted with minimum licenses of 50, expandable to 100
d. All quotes in Table 2 (Opex costing) should be per seat per month inclusive of Team
Leader Charges & other supervisory charges
e. Please note that the purpose of bid evaluation, the total costing is being considered for
50 seats. Initially starting with minimum 20 seats, the requirement at CCO may
increase up to 100 seats during the contract period based on requirement.
f. Taxes shall be applicable at prevailing rates
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Annexure-17: BANK GUARANTEE FORMAT {to be submitted by the bidder’s bank}
BANK GUARANTEE FORMAT – EARNEST MONEY DEPOSIT (EMD)
(To be stamped in accordance with Stamp Act and to be issued by a Nationalised/ Scheduledbank having its branch at Jaipur and payable at par at Jaipur, Rajasthan)
To,
Managing Director,
RajCOMP Info Services Ltd. (RISL),
B-Block, Yojana Bhawan, Tilak Marg,
C-Scheme,
Jaipur-302005 (Raj).
Sir,
1. In aSirdance with your Notice Inviting Tender for <please specify the project title> vide
NIT reference no. <please specify> M/s. …………………………….. (Name & full address of the
firm) (Hereinafter called the “Bidder”) hereby submits the Bank Guarantee to participate
in the said tender as mentioned in the RFP document.
It is a condition in the tender documents that the Bidder has to deposit Earnest Money
amounting to <Rs. ______________ (Rupees <in words>)> in respect to the tender,
with RISL, Ist Floor Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur, Rajasthan (hereinafter
referred to as “RajCOMP Info Service Ltd.(RISL)”) by a Bank Guarantee from a
Nationalised Bank/ Scheduled Commercial Bank having its branch at Jaipur irrevocable
and operative till the bid validity date (i.e. <please specify> days from the date of
submission of tender). It may be extended if required in concurrence with the bid validity.
And whereas the Bidder desires to furnish a Bank Guarantee for a sum of <Rs.
______________ (Rupees <in words>)> to the RISL as earnest money deposit.
2. Now, therefore, we the ……………………………….…… (Bank), a body corporate constituted
under the Banking Companies (Acquisition and Transfer of Undertaking) Act. 1969
(delete, if not applicable) and branch Office at…………………... (hereinafter referred to as the
Guarantor) do hereby undertake and agree to pay forthwith on demand in writing by the
RISL of the said guaranteed amount without any demur, reservation or recourse.
3. We, the aforesaid bank, further agree that the RISL shall be the sole judge of and as to
whether the Bidder has committed any breach or breaches of any of the terms costs,
charges and expenses caused to or suffered by or that may be caused to or suffered by the
RISL on account thereof to the extent of the Earnest Money required to be deposited by the
Bidder in respect of the said Tender Document and the decision of the RISL that the
Bidder has committed such breach or breaches and as to the amount or amounts of loss,
damage, costs, charges and expenses caused to or suffered by or that may be caused to or
suffered by the RISL shall be final and binding on us.
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4. We, the said Bank further agree that the Guarantee herein contained shall remain in full
force and effect until it is released by the RISL and it is further declared that it shall not be
necessary for the RISL to proceed against the Bidder before proceeding against the Bank
and the Guarantee herein contained shall be invoked against the Bank, notwithstanding
any security which the RISL may have obtained or shall be obtained from the Bidder at any
time when proceedings are taken against the Bank for whatever amount that may be
outstanding or unrealized under the Guarantee.
5. Any notice by way of demand or otherwise hereunder may be sent by special courier, telex,
fax, registered post or other electronic media to our address, as aforesaid and if sent by
post, it shall be deemed to have been given to us after the expiry of 48 hours when the
same has been posted.
6. If it is necessary to extend this guarantee on account of any reason whatsoever, we
undertake to extend the period of this guarantee on the request of our constituent under
intimation to you.
7. The right of the RISL to recover the said amount of <Rs. ______________ (Rupees <in
words>)> from us in manner aforesaid will not be precluded/ affected, even if, disputes
have been raised by the said M/s. ……….………………(Bidder) and/ or dispute or disputes are
pending before any court, authority, officer, tribunal, arbitrator(s) etc..
8. Notwithstanding anything stated above, our liability under this guarantee shall be
restricted to <Rs. ______________ (Rupees <in words>)> and our guarantee shall
remain in force till bid validity period i.e. <please specify> days from the last date of bid
submission and unless a demand or claim under the guarantee is made on us in writing
within three months after the Bid validity date, all your rights under the guarantee shall be
forfeited and we shall be relieved and discharged from all liability thereunder.
9. This guarantee shall be governed by and construed in aSirdance with the Indian Laws and
we hereby submit to the exclusive jurisdiction of courts of Justice in India for the purpose
of any suit or action or other proceedings arising out of this guarantee or the subject
matter hereof brought by you may not be enforced in or by such count.
10. We hereby confirm that we have the power/s to issue this Guarantee in your favor under
the Memorandum and Articles of Association/ Constitution of our bank and the
undersigned is/are the recipient of authority by express delegation of power/s and
has/have full power/s to execute this guarantee under the Power of Attorney issued by the
bank in your favour.
Date ………………… (signature) ……………………………………….
Place ………………… (Printed Name) ………………………………….
(Designation) ……………………………………
(Bank’s common seal) ………………………….
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In presence of:
WTTNESS (with full name, designation, address & official seal, if any)
(1) ………………………………………
………………………………………
(2) ………………………………………
………………………………………
Bank Details
Name & address of Bank :
Name of contact person of Bank:
Contact telephone number:
GUIDELINES FOR SUBMISSION OF BANK GUARANTEE
The Bank Guarantee shall fulfil the following conditions in the absence of which they cannot
be considered valid: -
1. Bank Guarantee shall be executed on non- judicial stamp paper of applicable value
purchased in the name of the bank.
2. Two persons should sign as witnesses mentioning their full name, designation, address
and office seal (if any).
3. The Executor (Bank Authorities) may mention the power of attorney No. and date of
execution in his/ her favour authorizing him/ her to CCOgn the document. The Power of
Attorney to be witnessed by two persons mentioning their full name and address.
4. The Bank Guarantee should be executed by a Nationalised Bank/ Scheduled Commercial
Bank only.
5. Non – Judicial stamp paper shall be used within 6 months from the date of Purchase of the
same. Bank Guarantee executed on the non-judicial stamp paper after 6 (six) months of
the purchase of such stamp paper shall be treated as non-valid.
6. The contents of Bank Guarantee shall be strictly as per format prescribed by RISL
7. Each page of Bank Guarantee shall bear signature and seal of the Bank and B.G. number.
8. All corrections, deletions etc. in the Bank Guarantee should be authenticated by signature
of Bank Officials signing the Bank Guarantee.
9. Bank should separately send through registered post/courier a certified copy of Bank
Guarantee, mentioning Bid reference, Bid title and bidder name, directly to the Purchaser
at the following address:
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BANK GUARANTEE FORMAT – PERFORMANCE SECURITY (PBG)
(To be stamped in aSirdance with Stamp Act and on a Stamp Paper purchased from RajasthanState only and to be issued by a Nationalised/ Scheduled bank having its branch at Jaipur andpayable at par at Jaipur, Rajasthan)
To,
Managing Director,
RajCOMP Info Services Ltd. (RISL),
Jaipur.
1. In consideration of the RajCOMP Info Services Ltd. (RISL) (hereinafter called "RISL")
having agreed to exempt M/s ..........................(hereinafter called "the said Contractor(s)"
from the demand, under the terms and conditions of an Agreement
No..................................dated .....................made between the RISL through Director (T)
and .......................(Contractor) for the work .................(hereinafter called "the said
Agreement") of Security Deposit for the due fulfillment by the said Contractor (s) of the
terms and conditions contained in the said Agreement, on production of a Bank Guarantee
for Rs...................(rupees ........................................only), we ...................(indicate the name
of the Bank), (hereinafter referred to as "the Bank") at the request of
..................Contractor(s) do hereby undertake to pay to the RISL an amount not exceeding
Rs...................(Rupees..................................only) on demand.
2. We................. (Indicate the name of Bank), do hereby undertake to pay Rs....................
(Rupees............................only), the amounts due and payable under this guarantee without
any demur or delay, merely on a demand from the RISL. Any such demand made on the
bank by the RISL shall be conclusive as regards the amount due and payable by the Bank
under this guarantee. The Bank Guarantee shall be completely at the disposal of the RISL
and We....................... (Indicate the name of Bank), bound ourselves with all directions
given by RISL regarding this Bank Guarantee. However, our liability under this guarantee
shall be restricted to an amount not exceeding Rs...................... (Rupees....................only).
3. We.......................(indicate the name of Bank), undertake to pay to the RISL any money so
demanded notwithstanding any dispute or disputes raised by the contractor(s) in any suit
or proceeding pending before any Court or Tribunal or Arbitrator etc. relating thereto, our
liability under these presents being absolute, unequivocal and unconditional.
4. We.....................(indicate the name of Bank) further agree that the performance guarantee
herein contained shall remain in full force and effective up to <DATE> and that it shall
continue to be enforceable for above specified period till all the dues of RISL under or by
virtue of the said Agreement have been fully paid and its claims satisfied or discharged or
till the RISL certifies that the terms and conditions of the said Agreement have been fully
and properly carried out by the said Contractor(s) and aSirdingly discharges this guarantee.
5. We ...........................(indicate the name of Bank) further agree with the RISL that the RISL
shall have the fullest liberty without our consent and without affecting in any manner our
obligations hereunder to vary any of the terms and conditions of the said Agreement or to
extend time of performance by the said Contractor(s) from time to time or to postpone for
any time or from time to time any of the powers exercisable by the RISL against the said
Contractor(s) and to forbear or enforce any of the terms and conditions relating to the said
Agreement and we shall not be relieved from our liability by reason of any such variation,
or extension being granted to the said Contractor(s) or for any forbearance, act or omission
on the part of the RISL or any indulgence by the RISL to the said Contractor(s) or by any
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such matter or thing whatsoever which shall but for this provision, have effect of so
relieving us.
6. The liability of us ............................. (indicate the name of Bank), under this guarantee will
not be discharged due to the change in the constitution of the Bank or the contractor(s).
7. We .............................. (indicate the name of Bank), lastly undertake not to revoke this
guarantee except with the previous consent of the RISL in writing.
8. This performance Guarantee shall remain valid and in full effect, until it is decided to be
discharged by the RISL. Notwithstanding anything mentioned above, our liability against
this guarantee is restricted to Rs........................... (Rupees..............................only).
9. It shall not be necessary for the RISL to proceed against the contractor before proceeding
against the Bank and the guarantee herein contained shall be enforceable against the Bank
notwithstanding any security which the RISL may have obtained or obtain from the
contractor.
10. We .............................. (indicate the name of Bank) verify that we have a branch at Jaipur.
We undertake that this Bank Guarantee shall be payable at any of its branch at Jaipur. If
the last day of expiry of Bank Guarantee happens to be a holiday of the Bank, the Bank
Guarantee shall expire on the close of the next working day.
11. We hereby confirm that we have the power(s) to issue this guarantee in your favor under
the memorandum and articles of Association/constitution of our bank and the undersigned
is/are the recipient of authority by express delegation of power(s) and has/have full
power(s) to execute this guarantee for the power of attorney issued by the bank.
Dated..........................day of....................For and on behalf of the <Bank> (indicate the Bank)
Signature
(Name & Designation)
Bank's Seal
The above performance Guarantee is accepted by the RISL
For and on behalf of the RISL
Signature
(Name & Designation)
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ANNEXURE-18: DRAFT AGREEMENT FORMAT
{to be mutually signed by bidder and tendering authority}
An agreement made this______ (enter date of Agreement)__between__(enter your firm’s
name & address)__(hereinafter called "the approved supplier", which expression shall, where
the context so admits, be deemed to include his heirs, successors, executors and
administrators of the one part and the RISL which expression shall, where the context so
admits, be deemed to include his successors in office and assigns of the other part.
Whereas the approved supplier has agreed with the RISL to supply to the Managing Director,
RISL, Yojana Bhawan, C-Scheme, Jaipur, Rajasthan on behalf of (enter name of client
organisation) to its various Offices as well as at its branch offices throughout Rajasthan, all
those articles set forth in our Work Order No. _________ Dated __________ appended
hereto in the manner set forth in the conditions of the bidding document and contract
appended herewith and at the rates set forth in the said order.
And whereas the approved supplier has deposited a sum of Rs._____________ in the form
of: -
a) Cash/ Bank Draft No./ Banker Cheque/ Bank Guarantee
No.____________________ dated._________ valid upto _____________.
b) Post Officer Savings Bank Pass Book duly hypothecated to the Departmental authority.
c) National Savings Certificates / Defence Savings Certificates / Kisan Vikas Patras or any
other script / instrument under National Saving Schemes for promotion of Small
Savings, if the same can be pledged under the relevant rule. (The certificates being
accepted at surrender value) as security for the due performance of the aforesaid
agreement which has been formally transferred to RISL.
Now these Presents witness:
1) In consideration of the payment to be made by the RISL through cheque/ DD at the
rates set forth in the Work Order hereto appended the approved supplier will duly
supply the said articles set forth in our Work Order No.___________ dated
___/___/20___ thereof in the manner set forth in the NIT, Tender Form, Instructions
to Bidders, Terms of Reference, General and Special Conditions of the Tender and
Contract, Technical Bid and Financial Bid along with their enclosures.
2) The NIT, Tender Form, Scope of Work, General and Special Terms & Conditions of the
Tender and Contract, Technical Bid and Financial Bid along with their enclosures
enclosed with the Tender Notice No._____ dated.___/___/20___ and also appended
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to this agreement will be deemed to be taken as part of this agreement and are binding
on the parties executing this agreement.
3) Letter Nos._______________ dated __________ received from {bidder} and
letter Nos. _____________ Dated ____________ issued by the RISL and
appended to this agreement shall also form part of this agreement.
4) The RISL do hereby agree that if the approved supplier shall duly supply the said
articles in the manner aforesaid observe and keep the said terms and conditions,
the RISL will through cheque/ DD pay or cause to be paid to the approved supplier at
the time and the manner set forth in the said conditions, the amount payable for each
and every consignment.
5) The mode of payment will be as specified in this bidding document/ work order.
The prescribed scope of work/ requirement of services and deployment of technical resources
shall be effected and completed within the period as specified in the Work Order.
In case of extension in the delivery and/ or installation period/ completion period with
liquidated damages, the recovery shall be made on the basis of following percentages of value
of stores/ works which the bidder has failed to supply or complete the work.
Delay in Go-Live: In case of delay in go-live beyond the timeline specified in Para 4.1.1.2,
liquidated damages shall be applicable on Capital expenditure plus one equated quarterly
payment for operating expenditure
Condition LD %
Delay of more than one month of the prescribed timeline of Go-live 2.5 %
Delay of more than two months of the prescribed timeline of Go-live 5.0 %
Delay of more than three month of the prescribed timeline of Go-live 7.5 %
Delay of more than four months of the prescribed timeline of Go-live 10.0 %
a) Fraction of a day in reckoning period of delay in supplies, successful installation and completionof work shall be eliminated if it is less than half a day.
b) The maximum amount of liquidated damages shall be 10% of Capital Expenditure plus oneequated quarterly payment
c) If the supplier requires an extension of time in completion of contractual supply on account ofoccurrence of any hindrances, he shall apply in writing to the authority which had placed thesupply order, for the same immediately on occurrence of the hindrance but not after thestipulated date of completion of supply.
Delivery period may be extended with or without liquidated damages if the delay in the supply
of goods in on account of hindrances beyond the control of the bidder.
Warranty/ Services shall be provided by the bidder as per terms and conditions of the
Contract.
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All disputes arising out of this agreement and all questions relating to the interpretation of
this agreement shall be decided by the RISL and the decision of the RISL shall be final.
In witness whereof the parties hereto have set their hands on the _____ day of_____ (Year).
Signature of the Approvedsupplier/ bidder
Signature for and on behalf ofMD, RISL
Designation: Designation:
Date: Date:
Witness No.1 Witness No.1
Witness No.2 Witness No.2
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ANNEXURE 19- REQUIREMENTS COMPLIANCE SHEET
I. Compliance for Hardware Items
The compliance for hardware items is required for all items mentioned under hardware in
Annexure 3 (Bill of Materials) of this RFP.
Description
Components Specifications Compliance
(Y/N)
Processor/
CPU
Minimum 2.0 GHz 2x6 core processors or higher with 1-
MB level 2 cache Processors include support for Hyper-
Threading and Extended Memory 64 Technology
(EM64T)
Cache
Memory
with min 6MB L3 cache per processor
RAM / Main
Memory
Minimum 256GB of PC2700 DDR SDRAM standard
Hard Disk
capacity &
type
3 x 200 GB 2.5” 15 K RPM SSD or more
RAID
Controller
RAID 5 with 256 MB cache
Network
Interface
Minimum 2 x Gigabit Ethernet ports
Ports Min. 2 USB Ports
SAN
Connectivity
Should have fiber channel ports for SAN connectivity
HBA 2 x 8 Gbps FC HBA PCI-X/PCI-e based. Required to
configure redundant SAN adapters.
Cabinet Rack Mountable
Free Slots Min. 2 Free 64 bit PCI / PCI Express Slots (after
populating all the cards)
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Removable
Drive
Internal IDE/ SCSI DVD-ROM Drive
Operating
System
Microsoft® Windows Server 2012, Enterprise Edition /
Red Hat® Enterprise Linux 6.x, upgrade, patches, OEM
support pack etc. valid for project period
Power supply Redundant Hot-Swappable power supplies and Fans
Certification Should be certified on the supplied OS Version
II. Compliance for Software Items
The compliance for software items is required for all items mentioned under Software in
Annexure 3 (Bill of Materials) of this RFP
Compliance to Functional Requirements (To be given by the OEM)
a) Customer Relationship Management-
S.
No.
Functional Requirements –CRM(Customer Relationship
Management)
Compliance
(Y/N)
1. It should be integrated with IVR, ACD, other existing applications like
e-sugam (as and when required), portal (provided by CCO to be
accessed by department users), email server, SMS server to provide
360 degree view of caller.
2. It should be Rules-based – allowing the application to be modified to
meet the changing needs.
3. It should be secured with single sign-on facility. The application
should be configured to allow agents to login into all applications
(currently only e-sugam) automatically without re-entering
username/password into these applications.
4. It should provide a 360 Degree view of caller information to make
CCC user more informative about caller /caller including call routing,
service request status, caller contact information.
5. It should allow agent to capture the basic information for
informational services including but not limited to:-
j) Name
k) Sex
l) Phone/mobile number
m) Address
n) Reason for contact
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S.
No.
Functional Requirements –CRM(Customer Relationship
Management)
Compliance
(Y/N)
o) Query details
p) Date
q) Department Name
r) Assigned to
6. It should be integrated with CCC database which will store the caller's
information.
7. CRM should support the content management containing scripts and
FAQ's for informational services. It should also provide a search
facility to the agent to search query in the maintained FAQ's.
8. CRM should provide access to update the FAQ's periodically.
9. It should support to record all new queries asked by callers.
10. Customer Relationship Management must generate a Unique Service
request Number that shall be provided to the caller. This Unique
Service request should be so designed to ensure its uniqueness across
the complete solution.
11. When a new query record is created, an e-mail/sms can be
automatically sent to the caller confirming that a new case record has
been created with a unique service request number, name of the caller
and query name with query status.
12. CRM should support SMS/email facility on the change in the status
(open, pending, closed etc) of the query of the caller. A SMS should be
send to the caller with the service request no, name of the caller,
query name with query status.
13. The Agent must have facility to mark calls as call back on a certain
date & time etc with his specific remarks in detail in CRM. System
should inform the agent(who is free for follow-up) for call back on
reminder date and time.
14. It should allow the system to provide the status of the query to the
caller through voice and/or SMS (in response to customer’s SMS)
15. When new case (queries) records are created, they can be
automatically assigned to the appropriate person using predefined
assignment rules. When cases(queries) are assigned to someone, this
person can be automatically notified of the case via e-mail.
16. CRM should support workflow engine which will help in
implementation of case management activities. Based on workflow,
case records can be automatically assigned to a work queue (using
predefined assignment rules)
17. CRM should automatically notify via email about the escalated case to
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Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Functional Requirements –CRM(Customer Relationship
Management)
Compliance
(Y/N)
all of the people who comes under escalation rules.
18. CRM should support the escalation rules applies for non-closure of
query
within a certain period of time
19. It should support case escalation rules can be defined that will control
the automatic escalation of a case when specified conditions are met
20. It should support a configurable case "status" data field which is used
to track the status of each case(e.g., new, escalated, on-hold, closed,
etc)
21. CRM should support a case record which is created or updated, a
history record (of the change) is automatically created and associated
with the case
22. It should allow agent to close the call by changing the status of service
request to "Closed". System should automatically send an email/SMS
to caller and email to the concerned department about the closure of
the query.
23. When Agent makes the call to inform caller about the query, all the
caller details will be available on his screen like Caller name, service
request no, status, query, date & time of query etc in CRM.
24. It should allow search feature to search the query by its service
request number, name of caller, mobile/phone number.
25. CRM should support mass email/SMS facility that can be used to
send out responses to many people encountering the same problem.
26. It should support for "call back" option in the event of long call
waiting.
27. It should define automatic routing and escalation (routing to a
supervisor) of a work item as a result of a trigger activating.
28. It should have ability for screen customization to reflect agent
preferences or specific service requirements. Agents should be able to
select the categories they want on their personal screen(s) – such as
task and service information – as well as filters to be used – such as
“show all service requests”, "overdue service request" “just open
service requests,” and “just service requests submitted in the last 7
days.”
29. It should support the document management which will send the
documentation to the caller in the form of existing Government
documents, email, custom letters etc.
30. CRM should support all the templates email, SMS, government forms
that are maintained in the document management system.
RajComp Info Services Ltd. (RISL) 131
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Functional Requirements –CRM(Customer Relationship
Management)
Compliance
(Y/N)
31. It should support Alert mechanism. Whether the alerts are posted
through an e-mail or SMS system, shown as a pop-up window or
created and routed as a special work item.
32. It should support the audit trail of the alerts that are triggered along
the process.
33. It should support integration of line of business applications with
CRM application
34. It should provide comprehensive tracking of caller interaction and
agents activities.
35. The application must be configured to support more than one active
session for a call center user so as to support more than one
concurrent caller at a given time during escalation.
36. It should support the workforce management. It should be able to
forecast the volumes of staff requirements by using such service
standards as the grade of service, average waiting times and the
average time needed to handle each customer contact, including wrap
activities.
37. System should have an authentication mechanism before grievance
status details are shared with the caller.
38. Unique user id and password should be provided to the designated
officers of Purchaser.
39. Content management should be integrated with CRM and maintain
call centre procedures.
40. CRM system should support auxiliary codes to enable call centre
agents to indicate their current mode of operation (i.e.
Available/Unavailable/Wrapping Up/At Lunch, etc…) and the same
must be reflected in the reporting tool.
41. Agent should be able to access the e-sugam via same desktop from
which it is logging call for informational services.
42. All logged tickets/ calls should follow the escalation mechanism
defined in the standard operating procedure
43. System databases will be used to manage caller account and other
information, which will be used to collect, track, and report caller
service requests and service delivery.
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Request for Proposal | Citizen Contact Centre for Rajasthan
b) Computer Telephony Integration and Automatic Call Distributor
Computer Telephony Integration
S.
No.
Functional Requirements –CTI(Computer Telephony
Integration)
Compliance
(Y/N)
1. It should be able to link ACD, IVR, call recording etc. to
information held on a CRM database about the inbound caller.
2. It should be able to support the following information messages
and options that are relayed to voice callers while they are waiting
in queues or put on hold by the contact centre agent, including but
not limited to:
d) Marketing messages(Later Stages of CCC implementation)
e) Music
f) Specific message after configurable time (i.e. Voice Mail)
3. It should transfer relevant information about the individual caller
and the IVR dialog from the IVR to the agent desktop using
a screen pop based on CLI(Caller Line Identification)/ANI
(Automatic Number Integration)/DNIS (Dialled Number
identification sequence) when caller got connected.
4. It should be suitably integrated with CRM and other
communication media (phone/email/SMS) to send/receive data
which needs to be populated on agent screen and must also update
the IVRS usage details into the CRM as the caller traverses through
the IVRS and reaches the agent.
5. CTI should perform following functions including but not limited
to:-
h) It indicates that the call has entered the setup phase.
i) Call is conCCOdered as delivered when the call starts
ringing
j) Call establishes when call is answered.
k) Call is cleared when the voice connection is terminated.
l) Call is completely ended when the logical call appearance
(including call data) is complete.
m) Under call tranCCOtions, call can be moved from the active
to held state or the call is removed from hold.
n) Call can be transferred to another agent or other call centre
Automatic Call Distributor
S.
No.
Functional Requirements –ACD(Automatic Call
Distributor)
Compliance
(Y/N)
1. ACD should provide the capability of combining data with IVRS
menu system that can be intelligently route calls requesting further
assistance.
RajComp Info Services Ltd. (RISL) 133
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Functional Requirements –ACD(Automatic Call
Distributor)
Compliance
(Y/N)
2. It should be able to put caller on hold if no agent is available and
keeping caller informed about the status of the call. Also support
relying messages (as defined by the Purchaser) during the hold
period.
3. It should be designed such that it can handle high volumes of calls
efficiently.
4. It should follow call routing to the agents with following features. It
should follow at least one of the feature mentioned below:
d) With 'Least Recent' - the extenCCOon that received a call the
longest time ago will be on the top of the list
e) With 'Fewest Calls' - the extenCCOon that received the least
number of calls will be on the top of the List
f) Random Selection-Routing to the agents with first agent picks
the call, it will be closed for the other agents.
5. It should allow call centre agents to be members of multiple ACD
groups. Each agent should have unique identification.
6. It should be able to transfer call to another agent with call data
attached.
7. It should support routing for emails received on the Contact Center
email account
8. It should allow call centre agent to transfer the call to other call
centre.
9. During later stages of CCC implementation, it should provide skill
based routing of the calls to the agents based on the skills.
10. During later stages of CCC implementation , system should allow
agents to log in to multiple skills with different levels of priorities
for the Skills.
c) Interactive Voice Response System-
S.
No.
Functional Requirements – IVRS(Interactive Voice
Response System)
Compliance
(Y/N)
1. When a call lands on the CCC system, the caller should be greeted
with a pre-recorded welcome note in Hindi language.
2. It should support voice and DTMF (touch tone shortcuts that can
be used in sequence) signalling based menu service. Caller can
access the information more quickly or opt to talk to agent, without
having to "drill down" through the menu structure with every call.
3. It should support English Language
RajComp Info Services Ltd. (RISL) 134
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Functional Requirements – IVRS(Interactive Voice
Response System)
Compliance
(Y/N)
4. It should support Hindi Language
5. It should change the IVR route based on the language selected
6. There should be an option available to the caller to opt for talking
to agent by pressing pre-defined digit any time during the IVRS
announcements (For first 2 months , after selecting language the
call should be routed to the agent. Later on as per need, there
should be expansion in IVR tree)
7. It should be able to identify a caller(new - with phone number and
existing caller with name and phone number) using CLI(Caller
Line Identification),/ANI (Automatic Number Integration)/DNIS
(Dialled Number identification sequence)
8. It should identify the caller through CLI and pass on relevant
information to the screen pop up at agent’s desktop by seamless
integrating with the Automatic Call Distribution/Computer
telephony integration. For new caller, the screen pop up's at agent's
desktop with only its mobile/phone number. For existing caller
(present in CCC database), the screen pop up's at agent's desktop
with name and mobile/phone number. For the existing caller, the
agent should greet him with his name.
9. It should ensure routing accuracy as per design. It should allow
transfer to agent anytime during the Interactive Voice Response
System announcement.
10. It should retrieve agent availability from Automatic Call
Distribution and announce to the caller the expected wait time to
talk to an available agent.
11. It should support audio-text for playback of music, regulations,
procedures, social messages ( to be decided by Purchaser during
Implementation phase of the project) as per the IVR Call Flow &
Call Tree.
12. The caller can be given the option to wait in the queue or request a
callback
13. After pilot phase, it should have ability to add multiple marketing
messages on the IVR system
14. After pilot phase ,it should allow users to schedule different
marketing messages in specific dates and for a specific period.
15. There shall be a provision of scalability of IVRS so that over a
period of
time it will take care of maximum functionalities of the Call Centre
(feasible
through IVRS) under this Project. Features of scalability will be
RajComp Info Services Ltd. (RISL) 135
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Functional Requirements – IVRS(Interactive Voice
Response System)
Compliance
(Y/N)
finalized during
Implementation Phase of the Project.
16. There should be adequate number of IVR ports to ensure that all
calls meant for CCC are able to reach there.
17. The delivery of Informational and Transactional services through
IVRS mode shall be provisioned during the later stages of the CCC
implementation, if the back-end IT infrastructure at the State level
can support.
d) Recording Solution-
S.
No.
Functional Requirements –Recording solution Compliance
(Y/N)
1. The system should record voice conversation between call centre
agent and caller
at the time of documenting request, department official and call
centre agent at the time of resolving query and map it to unique
Service Request Number. The Call Centre should have facility to
record, replay and monitor all calls for a period of 180 days. This
should capture at least the following information:
i. Date
j. Time
k. Call Duration
l. Agent ID
m. Caller Number
n. Service Request Number
o. Number Dialed for Outbound Calls
p. Inbound/Outbound Identifier - System Generated
2. The agent ID and call record should be linked to the recorded
query. The recorded query can be viewed by agent but cannot be
modified.
3. The system should also record the outbound communication of call
centre agent and the caller at the time of providing answer to
unresolved query.
4. It should provide search facility with following information:-
h. Date
i. Time
j. Call Duration
k. Agent ID
l. Caller Number
m. Service Request Number
n. Number Dialed for Outbound Calls
RajComp Info Services Ltd. (RISL) 136
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Functional Requirements –Recording solution Compliance
(Y/N)
5. Basic information about every caller should be recorded and stored
in a database by the agent. This database shall be updated every
time a new caller calls up.
e) Management Information System (MIS)-
S.
No.
Functional Requirements –MIS(Management Information
System)
Compliance
(Y/N)
1. MIS should generate reports based on:-
e) Type of queries/grievances
f) Department wise
g) District wise/Block wise
h) Repeat Request/Complaints
2. It should generate different types of reports on Number of calls:-
e. Total Number of Calls- Inbound and Outbound
f. Number of Calls Diverted to Call Center Agents from IVR
g. Number of calls dropped on the IVR stage
h. Number of calls transferred to other Call centre
3. It should generate Queue analysis reports. The below mentioned
queue analysis list is including but not limited to:-
e. Number of Waiting Calls
f. Average Call Time
g. Average Waiting Time
h. Abandoned Calls
4. It should generate Agent reports (Summary for All the Agents, and
Detailed by each agent):
o. Login & Logout Time
p. Average Speed of Answer Time
q. Average Talk Time
r. Average Handling Time
s. Average Hold Time
t. Average Wrap up time
u. Number of Dropped Calls before Pickup
v. Number of Dropped Calls after Pickup
w. Idle Time
x. Time Agent is Ready
y. Outbound Calls - Destination Numbers & Duration
z. Number of Emails Received
aa. Number of Call Backs
bb. No answer
5. It should also be capable of generating customized reports/ MIS
including graphical reports as per Purchaser’s requirement;
Reports should also be available in web-enabled format & should
RajComp Info Services Ltd. (RISL) 137
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Functional Requirements –MIS(Management Information
System)
Compliance
(Y/N)
be configurable to be mailed to a defined mailing list.
6. It should provide flexible report formats, in xls, txt or any other
user-friendly structure including graphics from time to time.
7. Standard reports(like IVRS,ACD etc) should be generated on
hourly, daily, weekly, monthly, quarterly, half yearly and yearly.
8. It should be integrated with portal (provided by CCO) which
provides access to designated officers of purchaser for report
generation.
Compliance to Non-Functional requirements (to be given by the CCO)
j) User Access Management
S.
No.
Non-Functional Requirements-User Access Management Compliance
(Y/N)
1. It should provide access to functions within modules restricted to
authorized users.
2. It should provide logging by unique user id and password.
3. Users access should be restricted to different levels as program,
module, transaction, etc
4. System should notify security administrator of unauthorized access
or attempted access and record in a log with reporting
5. System should provide multilevel security at agent, supervisors,
administrator level
6. System should allow for administration of system users including:
d) Add new userse) Delete existing usersf) Modify user profile and preferences (standard phrases,
vacation mode)7. System should allow for administration of content
(categories/response templates) including:
d) Add new categories/response templatese) Delete categories/response templatesf) Modify categories/response templates (text)
8. System should allow for administration of e-mail processing
(queues/rules) including:
d) Add new rules to properly route and categorize messagese) Add new queues as organizational structure changes
RajComp Info Services Ltd. (RISL) 138
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Non-Functional Requirements-User Access Management Compliance
(Y/N)
f) Change dynamics of queues as needed (i.e. timeoutparameters, escalation, assigned users, queue priority)
9. Supervisors, administrators and other appropriate
persons(participating departments official) can be set up with the
software needed to run reports
10. System should be able to support role based access control
11. The solution should have the ability to provide multi-level access
management. The following should be provided:-
User identification;
Limitation of user rights to perform operations;
Data confidentiality provision;
User actions audit and protocols
12. The system should have the ability to provide user and user group
authorization
administration tool to assign security levels to functions and data,
and allow the access by users / by groups with valid security level
only
13. The system should have the ability to assign activities to roles, and
map roles to users
14. Users should not be allowed to access the database directly
15. System should allow providing access level security for reports at
Field level - show / hide
16. System should provide centralized repository of all identification
and access control data
17. System should have ability to provide access level security for
Entry forms at Field level - allow, Read only, Hide
18. It should support of LDAP (Lightweight Directory Access Protocol)
to allow systems access to the directory
k) Audit Trail
S.
No.
Non-Functional Requirements-Audit Trail Compliance
(Y/N)
1. The system should allow archiving of queries which shall include
both text and voice recording. Audit trail of archival with time and
RajComp Info Services Ltd. (RISL) 139
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Non-Functional Requirements-Audit Trail Compliance
(Y/N)
date stamp, will be automatically maintained by the system.
2. The system should allow recovery of data in case of hardware failure
and data corruption. It should be able to perform recovery to a point
of time, to known backup database.
3. The system should ensure that the audit files are stored in un-
editable formats
4. The system should be capable of providing Audit Trail: Audit trail of
Time Stamp & User ID stamp for the following:-
d) Service Namee) Status of the Queryf) Caller Mobile Number
5. The system should maintain audit trail of any update in the status of
the query.
6. It should be possible to audit users at the form level, user level and
at the organizational role level
7. Audit system should be centralized, secured and should provide
detail insight in audit data (who did what, to what data and when)
8. The system should enforce separation of duties between auditors and
administrator
9. The system should provide direct access to the auditor's to view
audit reports and should be able create custom reports
10.The system should have the ability to identify users that have
exploited access privileges, identify root causes of conflicts and be
capable of interrogating the security log
l) Security-
S.
No.
Non-Functional Requirements –Security Compliance
(Y/N)
1. The system should be capable of providing Authorization by the
User Name, User Role
2. The system should be capable of providing One user multiple roles
and vice versa
3. The system should be capable of providing automatic timeout for
user (log out)
RajComp Info Services Ltd. (RISL) 140
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Non-Functional Requirements –Security Compliance
(Y/N)
4. The system should be able to allow definition of rules for password
composition and password encryption.
5. System should support configurable password policies including
Password expiry
Password history and reuse policy
6. Session limits must exist for the application. For each session type,
there must be limits the maximum time length of an idle session
7. System should allow proxy users. For example, an executive can
designate an assistant as a proxy, allowing that assistant to create,
edit transactions on behalf of that executive.
The audit thereafter should state that the action was performed by
the proxy user on behalf of a particular user
8. System should display an appropriate warning message upon user
logon. The
warning message need not include the following four general
elements verbatim but must convey the same meaning:-
d) Use of system constitutes the user's consent to monitoring.e) Use of system is limited to official Login use only.f) Notice that this is a Login system
9. The database should support role based access control, user based
privileges
10. The system should have the option to encrypt data before
transferring over a network.
11. The system should have the option to encrypt the data stored in the
database
12. There should be back up and recovery of the data
m) Data Network -
S.
No.
Non-Functional Requirements –Data Network Compliance
(Y/N)
1. System should provide Fail Safe Data Network to transport data,
voice, web etc to Contact Centre location with adequate
bandwidths
RajComp Info Services Ltd. (RISL) 141
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Non-Functional Requirements –Data Network Compliance
(Y/N)
2. Network security should be maintained by having password and
audit control on Network equipment
3. Internet connectivity should be restricted (i.e. only necessary sites
are accessible).
4. Firewall and IDS/IPS protection should be in place
5. Proper Antivirus security with centralized updates
n) Archival-
S.
No.
Non-Functional Requirements –Archiving Compliance
(Y/N)
1. The system should be able to archive data, based on user specified
parameters (i.e. data range) and restore archival data when
required
2. The system should support change in database and should able to
retrieve the archived data.
o) Availability
S.
No.
Non-Functional Requirements –Availability Compliance
(Y/N)
1. The system uptime should be 99.7 % during working hours( 8 am
to 8 pm across 7 days)
2. The dashboards and the management platforms components need
to be available for 90% of the time.
p) Scalability
S.
No.
Non-Functional Requirements –Scalability Compliance
(Y/N)
1. The contact centre should have space and capacity to increase the
number of seats to 100.
2. The solution should be highly scalable and capable of delivering
high performance as & when transaction volumes/ callers increases
without compromising on the response time
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Request for Proposal | Citizen Contact Centre for Rajasthan
q) Performance
S.
No.
Non-Functional Requirements –Performance Compliance
(Y/N)
1. The solution should be able to deliver high performance as &
when transaction volumes/ calls increases without compromising
on the response time. System components should be able to take
load during peak hours of the contact centre.
2. The user needs to be able to launch the application quickly and
log into the application with minimal latency time.
r) Workflow
S.
No.
Non-Functional Requirements –Workflow Compliance
(Y/N)
1. The solution should have the ability to support automated
workflow designed to address needs of business users
2. The solution should have the ability to support multiple workflow
paths that are
automatically selected based on request/user attributes,
including escalation paths
3. The solution should support standard work flow languages
4. The workflow should have a rules engine that allows rules to be
created to define query resolution hierarchies
5. It should be possible to create workflow diagrams that can be
shared with participating departments to verify the workflow
6. The workflow should provide a drag and drop GUI based single/
common design tool to define and alter business process across
all modules of the Solution
7. It should be possible to define the process hierarchies top down
or bottom up to support distributed workflow process definition
8. There should be no limit on the hierarchy levels that can be
defined
9. It should have workflow with the ability to define business rules
without the need
for programming, including alerts and trigger
10. The workflow should interface with email system supporting
RajComp Info Services Ltd. (RISL) 143
Request for Proposal | Citizen Contact Centre for Rajasthan
S.
No.
Non-Functional Requirements –Workflow Compliance
(Y/N)
SMTP for sending out answers to queries and IMAP for receiving
the queries
RajComp Info Services Ltd. (RISL) 144
ANNEXURE-20: SERVICE LEVEL AGREEMENT
S. No. Measurement Definition Calculation
Period
Measurement
Interval
Reportin
g period
Target Penalty
1. System uptime
(Voice response
available to
customer)
It will be
calculated based
on formula “Total
uptime in
minutes/ Total
minutes of
operation in a
month”. This will
be calculated for
service window
for 12-hour, 6-
days /week. For
example, if the
system was down
for 2 hours and up
for 298 hours;
Uptime will be
(298/(25 days X
1st working
day to the last
working day
of each
calendar
month
Daily Monthly >= 99.7% Nil
>= 90% but <
99.7%
1% for each % point below
100%, calculated on monthly
billed value
>= 80% but < 90% 2% for each % point below
100%, calculated on monthly
billed value
<80% 100% of monthly billed amount
RajComp Info Services Ltd. (RISL) 145
Request for Proposal | Citizen Contact Centre for Rajasthan
S. No. Measurement Definition Calculation
Period
Measurement
Interval
Reportin
g period
Target Penalty
12 hours)) X 100=
99.33%
2. Average Speed
to Answer(ASA)
This is the waiting
time in Automatic
Call Distributor
(ACD) queue after
pressing
prescribed digit to
talk to the agent
but before being
answered by the
agent
1st working
day to the last
working day
of each
calendar
month
Daily Monthly >90% calls
attended within 20
seconds from the
caller choosing to
speak to an agent
Nil
85%- 90% calls
attended within 20
seconds from the
caller choosing to
speak to an agent
3% of monthly billed value
80%-85% calls
attended within 20
seconds from the
caller choosing to
speak to an agent
5% of monthly billed value
<80% calls
attended within 20
seconds from the
100% of monthly billed value
RajComp Info Services Ltd. (RISL) 146
Request for Proposal | Citizen Contact Centre for Rajasthan
S. No. Measurement Definition Calculation
Period
Measurement
Interval
Reportin
g period
Target Penalty
caller choosing to
speak to an agent
3. Call
abandonment
rate
(unanswered
calls by
operators)
This measures %
of calls where the
caller has
requested for an
agent but got
disconnected
before being
answered to the
agent. (only calls
that get
disconnected after
20 seconds from
transfer to the
ACD from the
IVRS will be
considered for
computation of
this SLA)
1st working
day to the last
working day
of each
calendar
month
Daily Monthly <5% Nil
5-10% 3% of monthly billed value
10%-15% 5% of monthly billed value
<15% 100% of monthly billed value
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Request for Proposal | Citizen Contact Centre for Rajasthan
S. No. Measurement Definition Calculation
Period
Measurement
Interval
Reportin
g period
Target Penalty
4. Call Quality
Score
Call Quality audit
Score is a method
of scoring agent
calls against
predefined
parameters to
ensure that the
agents are
adhering to the
quality standards
as defined. The
parameters &
mechanism for
calculating quality
score will be
mutually agreed
between State &
CCO. These could
include greeting
the customer,
1st working
day to the last
working day
of each
calendar
month
Weekly Monthly >80% score for all
calls audited
Nil
75%-80% score for
all calls audited
2% of monthly billed amount
70%-75% score for
all calls audited
5% of monthly billed amount
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Request for Proposal | Citizen Contact Centre for Rajasthan
S. No. Measurement Definition Calculation
Period
Measurement
Interval
Reportin
g period
Target Penalty
adherence to
established SOPs,
customer
handling, issue
closure etc. A
quality team may
be deployed by
CCO for the same.
<70% score for all
calls audited
100% of monthly billing value
5. Customer
Satisfaction
Score (voice to
voice & IVRS)
This is the
measure of
customer’s
satisfaction with
the way their
query/complaint
has been handled
by the contact
center operator.
The CCO shall
1st working
day to the last
working day
of each
calendar
month
Fortnightly Monthly <5% of calls made
for feedback
register
“dissatisfaction”
with the service
Nil
5-10% of calls
made for feedback
register
“dissatisfaction”
with the service
3% of monthly billed amount
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Request for Proposal | Citizen Contact Centre for Rajasthan
S. No. Measurement Definition Calculation
Period
Measurement
Interval
Reportin
g period
Target Penalty
randomly call back
5% of incoming
callers for
feedback on level
of customer
service and record
their satisfaction
with the service.
Various aspects of
call such as quality
and accuracy of
information, agent
politeness, timely
information etc.
shall be measured
through this
feedback
mechanism.
The satisfaction
10%-15% of calls
made for feedback
register
“dissatisfaction”
with the service
5% of monthly billed amount
<15% of calls made
for feedback
register
“dissatisfaction”
with the service
100% of monthly billed value
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Request for Proposal | Citizen Contact Centre for Rajasthan
S. No. Measurement Definition Calculation
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level shall be
collected as
“satisfied” or
“dissatisfied”
6. Average Handle
Time (AHT)
This is a measure
that refers to how
long it takes to
manage a call.
AHT shall be
calculated as the
sum of the
average talk time,
hold time and
wrap time for all
calls in the CCC.
1st working
day to the last
working day
of each
calendar
month
Daily Monthly <270 seconds Nil
>270 seconds 0.5% of monthly bill value for
every 10 second slab over 270
seconds
7. Email Turn
Around Time
This refers to the
time taken
between receipt of
email and
1st working
day to the
last working
day of each
Daily Monthly For every email
received between
8AM to 3 PM,
response should be
1% of monthly billed value for
every default
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Request for Proposal | Citizen Contact Centre for Rajasthan
S. No. Measurement Definition Calculation
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Measurement
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response sent by
the contact centre.
For calculation of
time lag in
response, 24
hours for National
Holidays shall be
deducted. Penalty
shall be applicable
only on delay
attributable to the
CCO. Any delay
due to
communication
with departmental
stakeholders shall
be deducted from
the overall time
taken.
calendar
month
sent on the same
day. For every
email received
between 3PM to 8
AM, the response
should be sent the
next working day
by 12 Noon.
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Request for Proposal | Citizen Contact Centre for Rajasthan
S. No. Measurement Definition Calculation
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8. IVRS Updation
time
IVRS menu/ tree
should be updated
modified within
defined time
frame as per the
requirements
from purchaser
N/A From the
time of
receipt of
communicati
on from RISL
to update the
IVR tree
N/A <24 hrs Nil
> 24 hrs Rs. 2500 for every additional
24 hour slot beyond the target,
to be deducted from quarterly
payment
9. Content
Updation
Time taken by
CCO to update the
content created
for various
services.
Need basis Time will be
calculated
from the time
of
notification
of change in
content by
RISL/
Participating
department
by letter/
email.
N/A Within 2 days of
receipt of
notification from
RISL/
participating
department
Rs. 2500 for every day beyond
the target, to be deducted from
quarterly payment
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Request for Proposal | Citizen Contact Centre for Rajasthan
S. No. Measurement Definition Calculation
Period
Measurement
Interval
Reportin
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Target Penalty
10. Agent
Placement
Time taken by
CCO to add/
replace an agent
Need basis Need basis Need
basis
Increase upto 10%
additional seats-
Within 2 weeks
Increase beyond
10% additional
seats- Within 4
weeks
Nil
Penalty in case of
default of timelines
above
Rs. 2,000 per day per resource,
to be deducted from quarterly
payment
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