open tender through e- procurement for award of contract ... · ivrs & sms based lpg refill...

Open Tender through E- Procurement for Award of Contract for Providing

IVRS & SMS based LPG Refill Booking System for M/s Bharat Petroleum

Corporation Limited

Document Title Tender Specifications for IVRS/SMS based LPG Refill Booking

System

Document Type RFQ

Bid Type Two part bid – Technical & Commercial

Tender No LPG.HQ.BI.IVRS.2015

Date of Tender 20.02.2015

Pre bid meeting on 27.02.2015 (14:30 hrs IST)

Last Date for Submission

of Bid

12.03.2015 (15:00 hrs IST)

RFQ issued by: Bharat Petroleum Corporation Limited,

LPG HQ,

Bharat Bhavan II,

4 & 6 Currimbhoy Road,

Ballard Estate,

Mumbai 400 001.

Subject: Invitation of Tender for Providing IVRS & SMS based LPG Refill Booking System

Dear Sir / Madam,

1. You are invited to submit your offer in a two-part bid for the Subject job as per the technical specifications

and on the terms & conditions contained in this tender document.

2. Please visit the website https://bpcleproc.in for participating in the tender and submitting your bid online.

3. Bidders are required to submit their bids in two part bids consisting of the following, through this E-Tender.

Technical Bid & Price Bid.

i. Technical Bid with Qualification Criteria (BQC) document: This should contain required Bid Qualification

documents /details/relevant proof against each of the given Criteria along with your cover note, Duly filled

Bidder details as per Bidder Particulars sheet, Statutory Compliance statement duly signed by authorized

signatory of the bidder, Duly filled pre-qualification bid with supportive documents, EMD of Rs. 10 lakh

(Ten lakh rupees) if applicable. Duly signed and stamped Integrity pact, Deviation statement, if any. (All

deviations must be given in a sheet marked as 'Deviation statement') else submit „NIL‟ deviation

ii. Price bids: This should contain Prices /Taxes against the Bill of materials.

4. First Technical bid document of bidders will be evaluated for fulfilling BQC and Techno-commercial

requirement.

5. Commercial bids of only those bidders, who qualify in the technical bid evaluation, will be opened and

evaluated further.

6. It is necessary, for all the vendors to submit an EMD of Rs. 10 lakhs by DD on any scheduled bank (other

than Co-operative banks) drawn in favour of Bharat Petroleum Corporation Limited payable at Mumbai, in

physical form in our office at the following address before due date and time failing which bids will not be

considered. Public Sector Enterprises and SSI units registered with NSIC are exempted from making EMD

payments. (Certificate stating PSE or copy of NSIC certificate to be submitted in lieu of DD).

Mr. M.S. Prakash Rao

Bharat Petroleum Corporation Ltd., LPG HQ,

5th floor, Bharat Bhavan II, 4 & 6 Currimbhoy Road,

Ballard Estate, Mumbai – 400001

EMD of the unsuccessful bidders shall be returned after signing the contract with L-1 Bidder.

7. You should submit your Technical bid & Price bid through online. However, the instrument i.e. EMD in the

form of Demand Draft and the Integrity Pact duly signed and stamped by authorized personnel of your

company to be submitted in physical form on or before the due date and time of this tender.

8. BPCL does not take any responsibility for any delay in submission of online bid due to connectivity problem

or non-availability of site and/or receipt of instrument i.e. DD and Integrity Pact to be submitted in physical

form due to postal delay. No claims on this account shall be entertained.

9. Incomplete tenders shall be liable for rejection without seeking any further clarification. We also reserve the

right to reject any or all tenders without assigning any reasons whatsoever.

Thanking you,

Yours faithfully,

For Bharat Petroleum Corporation Ltd.

M.S. Prakash Rao

Chief Manager Business Information (LPG)

CONTENTS S.No.

DESCRIPTION

1. General Instructions to vendors for e-tendering

2. Commercial Terms & Conditions

3. Special Terms & Conditions

4. Introduction

5 Bid Details

6. Technical Bid Specifications

7. Format of Price Bid 8. Other Contractual Stipulations

9. Annexure-1

10. Annexure-2

1. General Instructions to Bidders for E-Tendering

a) Interested parties may download the tender from BPCL website http://www.bharatpetroleum.in

(or) from the e-tendering website https://bpcleproc.in and participate in the tender as per the

instructions given herein, on or before the due date and time of the tender. The tender available

on the BPCL website can be downloaded for reading purpose only. For participation in the

tender, please fill up the tender online on the e-tender system available on https://bpcleproc.in.

b) For registration on the e-tender site https://bpcleproc.in, you need to download the User

Instruction Manual from the site and read it. Vendor has to select “Register” and complete the

“Supplier Registration Form” by filling in all the information correctly. Kindly remember the

login id, password entered therein.

c) As a pre-requisite for participation in the tender, bidders are required to obtain a valid Digital

Certificate with encryption of Class IIB and above as per Indian IT Act from the licensed

Certifying Authorities operating under the Root Certifying Authority of India (RCIA), Controller

of Certifying Authorities (CCA). The cost of obtaining the digital certificate shall be borne by

the bidder.

d) In case any bidder so desires, he may contact our e-procurement service provider M/s. E-

Procurement Technologies Ltd. (ETL), Mumbai (Contact no. 022-65354113/65595111) for

obtaining the digital signature certificate.

e) Corrigendum/amendment, if any, shall be notified on the site https://bpcleproc.in. In case any

corrigendum/amendment is issued after the submission of the bid, then such bidders, who have

submitted their bids, shall be intimated about the corrigendum/amendment by a system-generated

email. It shall be assumed that the information contained therein has been taken into account by

the bidder. They have the choice of making changes in their bid before the due date and time.

f) Bidders are required to complete the following process online on or before the due date/time of

closing of the tender:

Technical Bid with pre-qualification criteria

Price bid

g) Directions for submitting online offers, electronically, against e-procurement tenders directly

through internet:

(i) Bidders are advised to log on to the website (https://bpcleproc.in) and arrange to register

themselves at the earliest.

(ii) The system time (IST) that will be displayed on e-tender web page shall be the time

considered for determining the expiry of due date and time of the tender and no other time

shall be taken into cognizance.

(iii) Bidders are advised in their own interest to ensure that their bids are submitted in e-tender

system well before the closing date and time of bid. If the bidder intends to change/revise

the bid already entered, he may do so any number of times till the due date and time of

submission deadline. However, no bid can be modified after the deadline for submission of

bids.

https://bpcleproc.in/

(iv) Once the entire process of submission of online bid is complete, the bidders are required to

go to option „own bid view‟ through dashboard and take the print of the envelope receipt as

a proof of submitted bid.

(v) Bids / Offers shall not be permitted in e-procurement system after the due date / time of

tender. Hence, no bid can be submitted after the due date and time of submission has

elapsed.

(vi) No manual bids/offers along with electronic bids/offers shall be permitted.

h) Once the un-priced bids are opened, bidders can see the list of bidders who have participated in

the bid by logging on to the portal under their user ID and password and clicking on “Other Bids”

view. Subsequently, once the price bids are opened, bidders can see the rates quoted by all the

participating bidders using the same option.

i) No responsibility will be taken by BPCL and/or the e-tender service provider for any delay due to

connectivity and availability of website. They shall not have any liability to bidders for any

interruption or delay in access to the site irrespective of the cause. It is advisable that bidders who

are not well conversant with e-tendering procedures, start filling up the tenders much before the

due date /time so that there is sufficient time available with him/her to acquaint with all the steps

and seek help if they so require. Even for those who are conversant with this type of e-tendering,

it is suggested to complete all the activities ahead of time. It should be noted that the individual

bid becomes viewable only after the opening of the bid on/after the due date and time. Please be

reassured that your bid will be viewable only to you and nobody else till the due date/ time of the

tender opening. The non availability of viewing before due date and time is true for e-tendering

service provider as well as BPCL officials.

j) BPCL and/or the e-tender service provider shall not be responsible for any direct or indirect loss

or damages and or consequential damages, arising out of the bidding process including but not

limited to systems problems, inability to use the system, loss of electronic information etc.

k) In case of any clarification pertaining to e-procurement process, the bidder may contact the

following agencies / personnel:

1. For system related issues :

M/s. E-Procurement Technologies Ltd. at contact no. 022-65354113/6559511 (Mumbai) and All

India 079 4001 6816/6848/6844/6868 with an e-mail to [email protected].

2. For tender related queries:

a. Mr. S. Mishra of BPCL at contact no. 022-22714521/7506644990 followed with an email

to [email protected]

b. Mr. M.S. Prakash Rao of BPCL at contact no. 022-22713747 /9821182893 followed with

an email to [email protected]

mailto:[email protected]

mailto:[email protected]

mailto:%[email protected]

Integrity Pact (IP)

Proforma of Integrity Pact as per attached Annexure shall be uploaded by the Bidder/s along with

the technical bid documents, duly signed by the authorized same signatory. All the pages of the

Integrity Pact shall be duly signed and witnessed. Bidder's failure to upload the IP duly signed

along with the bid documents shall result in the bid not being considered for further evaluation.

If the Bidder has been disqualified from the tender process prior to the award of the contract in

accordance with the provisions of the Integrity Pact, BPCL shall be entitled to demand and

recover from Bidder Liquidated Damages amount by forfeiting the EMD/Bid Security as per

provisions of the Integrity Pact.

If the contract has been terminated according to the provisions of the Integrity Pact, or if BPCL is

entitled to terminate the contract according to the provisions of the Integrity Pact, BPCL shall be

entitled to demand and recover from Contractor Liquidated Damages amount by forfeiting the

Security Deposit/ Performance Bank Guarantee as per provisions of the Integrity Pact.

Bidders may raise disputes/complaints if any, with the nominated Independent External Monitor.

Names/addressed/contact numbers of Independent External Monitors appointed to oversee

implementation is as follows:

Shri Brahm Dutt

No. 82, Shakti Bhavan

Race Course Road

Bangalore 560 001

Tel: 080-22256568/09731316063

Definitions:

The following expressions used in the tender shall have meaning indicated against each of these:

The “Owner" or “Corporation” means Bharat Petroleum Corporation Limited (also referred as BPC

or BPCL) incorporated in India having their Registered Office at Bharat Bhavan, 4&6, Currimbhoy

Road, Ballard Estate, Mumbai-400 001.

"Bidder/tenderer ": Bidder/Vendor shall mean the Person, Firm or Owner who has downloaded the

tender document from BPCL„s website and participating in the tender.

"Successful bidder / v e n d o r ": Successful bidder shall mean the Person, Firm or Owner to whom

the Work Order will be issued.

"Project”: The specified job(s) and/ or work(s) of this tender.

"IVRS" - means Interactive voice response system

2. Commercial Terms & Conditions

1. Pricing Type

a) The quoted rates shall be valid for a period of six months from the date of opening of Technical

Bid till completion of contract in all respects. No escalation shall be entertained at any stage of

the contract. The validity is further renewable with mutual consent.

b) The Vendor should quote separately for Basic price and applicable taxes like Service tax in the

Price Bid.

c) Service tax: - Service tax at present is 12.36% and whenever there is a revision it will be paid at

actuals as per the revised rate for the bills.

2. Clarifications:

Bidders will have to attend Head Office of BPCL in Mumbai for Pre-bid conference for

clarifications required by them in respect of their quotations without any commitment on

the part of the Corporation.

BPCL reserves the right to negotiate with the bidders. The bidder shall confirm the

negotiations within the stipulated time. If the bidder fails to comply, BPCL reserves the

right to reject the tender at their discretion.

3. Acceptance of work order by successful bidder:

After communication of Corporation's acceptance of the tender to the successful bidder, if

the successful bidder fails to return the duplicate copy of the LOI/PO duly signed in token of

their acceptance within 15 days, the Earnest Money deposited by the bidder may be

forfeited by the Corporation, without any further reference to the bidder.

4. Power of Attorney:

W hen the person signing the tender/agreement is not the Sole Proprietor or authorized

representative of the Company, the original Power of Attorney or a notary certified copy

thereof authorizing such person to act and sign on behalf of the Company should be produced.

The selected bidder shall indicate the authorized signatories who can discuss and correspond with

BPCL, with regard to the obligations under the bid document or Contract. The selected bidder

shall submit at the time of signing the contract, a certified copy of the resolution of their Board,

authenticated by Company Secretary, authorizing an official or officials of the company to

discuss, sign agreements/contracts with BPCL, raise invoice and accept payments and also to

correspond. The bidder shall furnish proof of signature identification for above purposes as

required by BPCL.

3. Special Terms and Conditions

1. Liquidated damages for delay in completion:

The time of commissioning the required facility as stipulated in the LOI/PO shall be deemed to be

the essence of the agreement. For any delay in commissioning of the project in full or part thereof

beyond the commissioning time stipulated, the successful bidder shall be liable to pay by way of

liquidated damages and not as a penalty an amount equal to 0.5% per week or part thereof of

the total work order value subject to a maximum of 5% of the total Work Order value. Applicable

service tax on LD shall be borne by the successful bidder.

BPCL reserves the right of cancelling the LOI/PO for any delay exceeding the period of maximum

compensation and the successful bidder shall be liable to all consequences thereof. Acceptance of

system beyond the scheduled delivery period will not be construed as condoning of delay.

2. Earnest Money Deposit (EMD)

No interest shall be allowed on the Earnest Money.

EMD is liable for forfeiture in the event of:

Withdrawal of offers while they are under consideration during the

validity period.

Non-acceptance of the orders when placed.

Non-confirmation of acceptance of orders within the stipulated time after

placement of orders.

Any unilateral revision made by the Vendor during the validity period of the

offer

3. Security Deposit (SD) a. The successful bidder shall within 15 days from the date of LOI/PO have to make payment

towards Security Deposit as detailed below.

b. Security Deposit amount shall be equivalent to 5 % (five percent) of the total value of the

LOI/PO.

c. No claim shall be made to BPCL in respect of interest on cash deposit or depreciation thereof.

BPCL shall be entitled to deduct from the deposit any loss or damage which BPCL may be put

to, by reason of any act or default recoverable by the BPCL from the Vendor and to call upon

the Vendor to maintain the deposit at the original limit by making further deposits.

d. In the event of the Vendor failing to make and maintain a security deposit in the manner

aforesaid, the vendor shall be liable to forfeit any money lodged with BPCL on behalf of

the tender submitted by them and the BPCL shall be entitled to cancel the acceptance of the

tender.

e. Method of payment of the Security Deposit of the Vendor shall be either of as under:

Banker„s Cheque, Pay Order or DD of Scheduled/Nationalized Banks

OR

Bank Guarantee (BG): - BG should cover entire amount of Security

Deposit and such BG should be submitted before the stipulated time as

mentioned. BG validity start date should be the date of starting of work

and it should be valid till 6 months from end date of contract ( eg if

work order is for one yr then given BG should be valid for 1yr +

6months)

The successful bidder shall have the option to adjust the EMD towards security deposit if

he so desires.

f. No interest will be allowed on Security Deposit.

g. Option of one of above methods once exercised should under no circumstances be

changed later on.

h. The refund of security deposit:- The security deposit will be released after successful

completion of contract that is duly certified by BPCL.

i. Forfeiture of Security Deposit:- All sums of compensation or other sums of money

payable by the vendor may be deducted from Security Deposit.

4. In case of closure of operations or acquisition/takeover of the concerned company of the bidder, the

bidder shall ensure that the operations of BPCL does not suffer.

5. Bidder has to clearly state who shall be his system integrator for the job proposed herein with clear

cut breakup of responsibilities in terms of execution of the project.

6. Wherever, it is mentioned in the specification that the Successful Bidder shall perform certain work

or provide certain facilities, it is understood that the Successful Bidder shall do so at his cost and the

Value of Contract shall be deemed to have included cost of such performance and provisions, so

mentioned.

4. INTRODUCTION

ABOUT THE COMPANY Bharat Petroleum Corporation Ltd. (BPCL) is one of the leading Oil Refining and Marketing

companies in the country. BPCL is also one among the Fortune 500 companies. The company

produces a diverse range of products, from petrochemicals and solvents to aircraft fuel and

specialty lubricants and markets them through its wide network of Petrol Pump Outlets, Kerosene

Dealers, LPG Distributors and Lube distributors/ Shoppers. BPCL also s upp l i e s fue l directly

to var ious industr ies and several international and domestic airlines. BPCL group of companies

comprising of BPCL, KRL& NRL, BORL. Today, BPCL is structured into a Corporate Centre,

Strategic Business Units (SBUs), Shared Services and Entities . The organizational design

comprising of Six customer-centric SBUs, viz. Aviation, Industrial & Commercial, LPG,

Lubricants, Gas and Retail and one asset based SBU, viz. Refinery. For more information about the

company, please visit our website http://www.bharatpetroleum.in

THE LPG SBU Bharatgas from Bharat Petroleum has dominated the Liquefied Petroleum Gas (LPG) market in India for

over three decades. Today over 40 million homes in India, wake up each morning to enjoy the cup that

cheers prepared on Bharatgas. Similarly, hundreds of commercial and industrial establishments start their

day, confident and secure, having entrusted their LPG needs to Bharat Petroleum. A pioneer in more

ways than one, Bharatgas has brought many innovative offerings to the customers. To know more please

visit http://www.ebharatgas.com.

http://www.bharatpetroleum.in/

http://www.ebharatgas.com/

5. BID DETAILS

5.1 Scope of work

1. Objective is to have a 24x7 IVRS and SMS based refill booking system without any manual

intervention for Bharatgas consumers across country.

2. Single 10-digit number for IVRS and SMS for each telecom circle so as to ensure call charges which

are equal to local call rates. (No Premium charges shall be applicable). Current 10 digit numbers

given in Annexure-1 to be maintained under number portability for respective circles.

3. All Bharatgas customers should be in a position to have access to this number from landline and

mobile irrespective of telecom service provider.

4. Customers to use IVRS and/or SMS, as per their plan with the telecom company.

5. No extra charges to be levied on customer for availing this facility

6. Provision for 3 languages for IVRS including one local language, English and Hindi.

7. For each refill booking made by IVRS, apart from booking confirmation (voice), there will be two

return SMS will be sent to the mobile no registered for receiving the SMS.

a. First SMS immediately on receiving the booking giving the refill booking reference no.

b. Second one shall be for the delivery confirmation, after the delivery is made or cancellation message

in case booking is cancelled.

8. The vendor has to pass on the booking request received through IVRS and SMS to BPCL server –

online.

9. BPCL server shall do the following:

a. Validation of refill booking

b. Generating response messages

c. Issuing booking reference numbers centrally for valid bookings

d. Issuing Delivery confirmation or Cancellation messages as the case may be.

10. The vendor has to receive online two responses from BPCL server; one for the booking received and

another after the delivery is made or on cancellation of the booking.

11. The vendor has to deliver the first response as voice message to IVRS bookings.

12. The vendor has to deliver both the responses as SMS to the customers.

13. A provision to be provided for consumer for sending SMS in case he/she has not actually received the

delivery of refill and the same to be transmitted to BPCL server using web service by the vendor.

14. The following facilities are not part of the scope of the tender:

a. Web / Internet Booking facility

b. Registration of telephone nos.

c. Status enquiry of Bookings / Delivery

d. Complaint handling

15. Existing phone numbers of the distributors shall be loaded in the system to validate refill bookings

through IVRS for the walk-in customers.

16. Long code (10 digits no) can also be extended as an option for the customers to send SMS request to

BPCL.

5.2 Instructions to Bidders 1. Bidder should submit documentary proof in support of all the eligibility Criteria mentioned

2. During the period of contract, in case Party fails to provide the required services as per the tender,

letter of warning will be issued to the party. If 3 letters are issued to the party, within 90 days, BPCL

reserves the right to take services from other Party to maintain the continuity of the facility as

intended in the tender and any extra cost incurred by BPCL on this account will be recovered from

the outstanding bills of the Party or from the Security Deposit which the Party has deposited while

signing the contract.

3. Telephone nos. circle-wise will remain the property of BPCL

4. Bidder shall provide all required approvals from TRAI for SMS & IVRS related transactions.

5. Bidder will ensure that during the contract period, all relevant TRAI regulations for SMS & IVRS

related transactions are met and adhered to. It is the responsibility of bidder to indemnify BPCL on

any issues arising out of TRAI regulations.

6. This tender shall be for all places across the country, wherever, the telephone/ mobile connectivity is

available.

7. The offer / quotation bid will be valid for a period of 180 days from the date of opening of tender

(Price Bid).

8. Entire work should be completed within a period of 12 weeks. Start date will be reckoned from the

date Letter of Intent (LOI).

9. The contract will be for a period of 2 years and extendable to one more year with same terms and

conditions on mutual agreement.

10. Interfacing / integration of the solution with BPCL‟s central system. The integration process is

attached as Annexure-2.

11. Details of vendor‟s infrastructure and local support in India and service response time in case of a

failure to be provided

12. BPCL reserves its right to allow Price / Purchase preference to Central Public Sector Enterprises as

admissible under Government Policy.

13. BPCL reserves the right to reject any or all the tenders or to withdraw / modify this tender without

assigning any reason thereof

14. If anytime during the tender evaluation process or validity of the contract, it comes to the knowledge

of the Corporation that the information given by the vendor prior to entering into this contract in the

tender form is wrong / forged / fictitious or any material facts have been concealed, the Corporation

reserves the right to cancel the contract. The Corporation also reserves the right to take any other

action including blacklisting.

5.3 Indicative Architecture of the proposed IVRS system

Indicative IVRS Flow for BPCL (actual flow would be finalized during System Requirement

Study (SRS) stage.)

Data

IVR

DATABASE Send URL

Receive

URL

Send URL / Receive URL

BPCL

DATABASE

SMS to

Custo

mer

Call

on

IVRS

Customer

SEND SMS

[All IVRS messages are to be given to BPCL for their approval]

i. Customer calls on single 10 digit IVRS Number

ii. IVRS welcomes customer by prompting “Welcome to Bharatgas Booking System"

iii. Press “1 (One)” to book Refill

iv. If dial “1” IVRS sends transaction ID, dist. Code , customer code, Tel. no to BPCL server

and get the booking Id or error message from BPCL server

v. Play Booking Number/ Error message to customer

The IVRS shall respond to an incoming call within one ring. However, BPCL if so required can vary

this. The full IVRS transaction should be completed within 2 minutes.

The system should work with all types of Exchanges used in DOT & Mobile communication Network

(GSM/CDMA).

The system will support both pulse and tone dialing and shall also support calls from touch-tone

phones, dial impulse phones and all other kind of telephones.

The system shall be able to operate round the clock with 99 % availability & efficiency.

The system shall have multitasking operational software that allows the system to handle

simultaneous calls.

The system should be capable of generating web based reports including but not limited to the

following:-

Total calls per day on system.

Total hourly calls on system.

Average time for booking.

Total no. of system resets per day

Summary information

The voice response should be in three languages i.e. (English, Hindi & Regional language) developed

by the vendor in consultation with BPCL. The pauses between words must be such that hearing

is pleasant.

The IVRS system shall be capable of playing back Messages in case of unforeseen circumstances such

as. “The data base Server or system is presently out of order.” This can be an account specific message

or a general failure message. All such messages shall be pre- recorded and be played back by giving

appropriate STATUS field.

On request of BPCL, the IVRS system should play short duration audio clips provided by BPCL on

receiving the call or before closing the call. IVRS system should support additional options as and

when required (like Aadhar seeding etc.).

It is foreseen that there may be requirement of addition/modification of software and message

programming. Accordingly the vendor shall be required to undertake all software changes required by

BPCL free of cost during the maintenance period.

BPCL will require messages to be professionally recorded for the installation of voice for IVRS. The

vendor shall be obliged to arrange for IVR recording in the professional voice, for all options and

messages, as and when new options are introduced during the period of the contract.

The Service Provider is entering into a Service Level Agreement, which includes but not limited to the

parameters detailed below:

Sl. No. Parameter Target Monitoring

Method

Monitoring

Frequency

1 Refill Booking

IVRS Servers

uptime

> 99% (office hours) Report Daily

2 Refill Booking Call

Success Ratio

> 99% Report Daily

3 Call answering < 3 Rings Report Daily

4 Total IVRS Transaction to be

completed within

2 minutes

Report Daily

The Service Provider shall maintain full confidentiality of the data supplied. Under no circumstances the

Service Provider shall divulge/reveal/share such data for the purpose other than for meeting BPCL

Customers‟ requirement.

Successful Bidder is envisaged to provide services of world-class service levels to the BPCL

consumers.

Bidder may design his architecture on a centralized or a distributed model.

All Transactions for BPCL across telecom circles are consolidated at a central server level for

monitoring, reporting and management perspective.

Bidder to ensure that IVRS solution to interface / integrate to BPCL central system through HTTPS

protocol.

Bidder has to take necessary clearance from DOT/ TRAI/ applicable relevant authorities & approvals as

applicable.

No premium charges should be applicable for LPG customers. The customers calling IVRS shall be

charged at local call rates depending on their Voice/SMS plan

Successful bidder to provide brief description of data/process flow across the different subsystems, and

compliance enforced to ensure security, integrity, retention of the data and alternate mechanism adopted

for 99% uptime of the system needs to be documented.

Successful bidder to outline Fail-over strategy & disaster recovery Plans, backup and recovery strategy

(incremental &, data retention policy and redundancy level of components/system for the proposed

deployment model. Relevant security and data integrity enforcement mechanism needs to be outlined by

the Bidder.

The bidder shall explicitly absolve BPCL of any responsibility/liability for use of system/software

delivered along with the equipment; (i.e. the bidder shall absolve BPCL in all cases of possible

litigation/claims arising out of any copy right/license violation.) for software (s) sourced either from

third parties or from themselves.

6. Technical Bid Specifications

6.1 Bidder Particulars

SL Particulars Bidder Response (supported by relevant

documentation & paperwork)

1. Name of the Bidder

2. Address

3. Authorized Signatory for

submitting bids

4. Telephone Number

5. Mobile Number

6. Fax No

7. Year of incorporation

8. Type Of Organization

9. Nature of Business Areas

10. Statutory Registrations (attach

related documents)

11. Email

6.2 BID QUALIFICATION CRITERIA

Bidders, who meet the mandatory qualifying parameters mentioned below, only need to

submit the tender:

Qualifying Parameters

1

The Bidder must either be (i) an incorporated entity under the Companies Act, 1956 (As per

Ministry of Corporate Affairs, Govt. of India) or (ii) a registered partnership firm under the

Indian Partnership Act, 1932. (Any bidder intending to establish itself as an incorporated entity

prospectively through consortium, collaboration or joint venture or such similar arrangement

would not be considered.)

The Certificate of incorporation (COI)/ Registration document issued by concerned

authority is required to be attached.

2 The average annual turnover of the tenderers during last three financial years (11-12, 12-

13, 13-14) should be at least Rs. 9 crores.

Copy of Audited Balance sheets (2011-12, 2012-13 and 2013-14)

3 The Bidder shall be a Telecom Service Provider registered with (Telecom Regulatory

Authority of India) TRAI. The bidder should have telecom operation directly or through TRAI

approved telecom operator in all circles outlined for locations in India as on the due date of

tender.

Copy of valid registration certificate with TRAI with the list of telecom circles allowed

operation. Agreements with other Telecom operators for operating in their circles.

4 The Bidder shall have experience of having implemented call handling projects during last five

years ending 31st January 2015 through IVRS & SMS based system should be either of the

following:

One project work of call handling of minimum 21 crore transactions during one year.

OR

Two project works of call handling of minimum 12 crore transactions each during one year.

OR

Three project works of call handling of minimum 9 crore transactions each during one year.

Bidder to provide duly certified documentary proof with respect to number of

transactions of call handling through IVRS & SMS based system for their internal as

well as external customers.

6.3 Technical/ Commercial Bid Abstract

(TO BE CONFIRMED ONLINE IN THE BID)

Sl.

No.

Details BPCL’s requirement

1

Validity of offer: 180 days from the date of

opening of price bid of the tender (Price Bid).

Confirmation

2

Entire work should be completed within a period of 12

weeks. Start date will be reckoned from the date Letter of

Intent (LOI) and thereafter monthly payments due to the

contractor will commence for a period of 2 years.

Confirmation

3

Confirm that there are no deviations/amendments from

tender conditions

To be checked and confirmed.

4

Bidder should not have been black listed / put on holiday

list for any period by PSU / Govt. Departments on the date

of release of the tender.

Confirmation

5 Confirm that the Price quoted is in Indian Rupees. (Rs) Confirmation

6

Power of Attorney in original or notarized for proof of

authorization of person who has signed the tender.

To be submitted in the bid

7 Acceptance of Payment through NEFT MODE. Confirmation

8

Bank Account Details (Name of Bank, A/c No, City etc) Duly filled format for NEFT,

along with a cancelled

cheque in the bid

9

Furnish the details of the location of the IVRS servers

in India

Details to be submitted in the

bid

10

Proof of appropriate tie-ups with telecom companies to

ensure uninterrupted PAN India operation/ service during

the contract period.


11

Bidder will ensure that during the contract period, all

relevant TRAI regulations for SMS & IVRS related

transactions are met and adhered to. It is the responsibility

of bidder to indemnify BPCL on any issues arising out of

TRAI regulations.

Confirmation

12

The successful bidder will ensure to provide the mobile

nos in each circle as given in Annexure-1 for the

consumers as IVRS/SMS number.

Filled in Annexure-1 to be

submitted in the bid.

21

The successful bidder, within 15 days from the issue of

LOI, shall have to provide to the company Security

Deposit by way of Bank Guarantee in the standard format

provided by the company, for an amount equivalent to 5%

of the LOI value. The validity of the bank guarantee must

be for a period of 30 months from the date of LOI.

Confirmation

Successful bidder will sign Non-disclosure Agreement of

BPCL

Confirmation

22

In case Party fails to provide the required services, letter

of warning will be issued to the party. If 3 letters are

issued to the party, within 90 days, BPCL reserves the

right to take services from other Party that may be decided

by the Corporation. Any extra cost incurred by BPCL

during that period of time will be adjusted against the

outstanding bills of the Party or against the Security

Deposit which the Party has deposited while signing the

contract. Confirmation

23

Integrity Pact to be signed in all pages by the authorized

person and uploaded in the bid


6.4 Deviations Generally in tender document deviations are not acceptable, however in case you desire to bring out the

same the details may please be furnished in the table given below:

LIST OF DEVIATIONS Page No. Clause No. Description

Page No. Clause No. Description

7. FORMAT OF PRICE BID

The price bid format will be as appearing in the E-procurement portal.

Price Bid:

Description of Items

Qty.

Unit

Unit Rate (INR) Total Amount

((INR)

Figures Words Figures

Cost of Refill booking cycle 66 Cr. Nos.

The above quoted price shall be for one refill booking cycle exclusive of taxes.

The refill bookings for which no SMS or only one SMS is transmitted will not be considered for

payment.

Any benefit arising out of set off / refund / input credit of VAT/ST to BPCL; will not be

considered for price evaluation.

6.1 PAYMENT TERMS

The invoices to be submitted to BPCL for the payment on monthly basis.

No Advance payment shall be made by BPCL.

The billing would start from the date of commissioning of IVRS/SMS services.

While making payments, taxes as applicable will be deducted. TDS certificates for the same

will be made available by BPCL.

Payment would be made through Electronic Fund Transfer (EFT). Hence, please ensure that

bank details submitted are correct.

7. OTHER CONTRACTUAL STIPULATIONS

1. We reserve the right to reject the tender without assigning any reason whatsoever.

2. Right to Audit: BPCL reserves the right to audit or inspect work performed by the vendor.

BPCL may participate directly or through an appointed representative, e.g., Mutually Agreeable

external auditor, in order to verify that the tasks related to this project have been performed in

accordance to the procedures indicated.

3. NDA Clause : The successful bidder has to sign the 'Non Disclosure Agreement(NDA)' on Rs.

100/- stamp paper (Non Judicial) from their competent authority as a compliance for the 'Non

Disclosure Agreement' in line with BPCL's IS Security Policy(Soft copy of NDA will be

provided to you once the tender is finalised). If NDA has already been submitted, please ignore

this clause.

4. Termination Clause: In case vendor is not able to fulfill their contract commitments, then BPCL

may decide to terminate the contract at its discretion by providing a termination letter 60 days in

advance and may not engage the vendor in future BPCL projects.

5. IP (Intellectual Property)

I. Organization retains all rights to its pre-existing intellectual property and any intellectual

property it creates in connection with the agreement; and

II. The vendor assigns to organization all rights in any work product developed pursuant to the

agreement and acknowledges that all materials created by the vendor pursuant to the

agreement shall be deemed to be owned by the organization. If the vendor will not agree to an

assignment, then the vendor should, at a minimum, grant organization a perpetual, irrevocable,

worldwide, royalty-free license to use the work product developed pursuant to the agreement.

6. Force Majeure Clause:

The parties to this agreement cannot be responsible for any failure of performance or delay in

performance of their obligations there under if such failure or delay shall be the result of any

Government Directive relevant to this agreement or due to war, hostilities, act of public enemy,

riots or civil commotion‟s, strikes, lock out, fire, floods, epidemics or act of God, arrests and

restraints or rulers and people political or administrative acts of recognized or defacto

Government Import or Export restrictions, compliance with any Government or local authority

or any other cause or cause beyond the control of the parties hereto.

7. Arbitration clause :

All questions, disputes and differences arising under or in relation to this Agreement shall be referred

to the sole arbitration of the Director (Marketing) of the Corporation. If such Director (Marketing) is

unable or unwilling to act as the sole arbitrator, the matter shall be referred to the sole arbitration of

some other officer of the Corporation by such Director (Marketing) in his place, who is willing to act

as such sole arbitrator. It is known to the parties herein that the Arbitrator appointed hereunder is an

employee of the Corporation and may be Share Holder of the Corporation. The arbitrator to whom

the matter is originally referred, whether the Director (Marketing) or officer, as the case may be, on

his being transferred or vacating his office or being unable to act, for any reason, the Director

(Marketing) shall designate any other person to act as arbitrator in accordance with the terms of the

Agreement and such person shall be entitled to proceed with the reference from the stage at which it

was left by his predecessor. It is also the term of this Agreement that no person other than the

Director (Marketing) or the person designated by the Director (Marketing) as aforesaid shall act as

arbitrator. The award of the Arbitrator so appointed shall be final, conclusive and binding on all the

parties to the Agreement and provisions of the Arbitration and Conciliation Act 1996 or any statutory

modification or re-enactment thereof and the Rules made there under and for the time being in force

shall apply to the arbitration proceedings under this clause.

The parties hereby agree that the court in city of Mumbai alone shall have jurisdiction to entertain

any application or any award/s made by the Sole Arbitrator or other proceedings in respect of any

thing arising under this Agreement.

Annexure-1

Sl. No. Name of Circle

Present

Directly

(Yes/No)

Existing

Number for

IVRS/SMS

If does not present,

Please mention

name of partner

1 Andhra Pradesh 9440156789

2 Assam 9401056789

3 Bihar 9473356789

4 Chattisgarh 9407756789

5 Dehi 9868856789

6 Gujarat 9409056789

7 Haryana 9466456789

8 Himacha Pradesh 9418856789

9 Jammu & Kashmir 9419256789

10 Jharkhand 9431156789

11 Karnataka 9483356789

12 Kerala 9446256789

13 Madhya Pradesh 9407456789

14 Maharashtra 9420456789

15 NE-1, Meghalaya 9402156789

16

NE-2, Arunachal

Pradesh 9402056789

17 Orissa 9439956789

18 Punjab 9478956789

19 Rajasthan 9413456789

20 Tami Nadu 9486056789

21 Uttar Pradesh (East) 9452456789

22 Uttar Pradesh (West) 9457456789

23 West Bengal 9433056789

Annexure-2

Process Document For IVRS/SMS Integration with BPCL System

A. LPG System Background:

LPGNext is centralized application for LPG Distributors. Consumer profile contains two phone numbers

i.e. landline number and mobile number. Consumer can make an IVRS call from registered landline

number or mobile number and SMS from registered mobile nos. Also, IVRS refill booking is allowed

from distributor PCO for walk-in consumers.

B. Data to be built in IVRS system:

1. Consumer language preference (number, language preference)

2. Distributor phone information (Distributor code, Distributor Name, distributor phone)

C. Flow:

Case 1: Consumer is dialing from registered land line or mobile number and dialed number is not present

in local IVRS database [i.e. First IVRS call from number present in LPGNext system].

1. Consumer will dial IVRS number

2. IVRS will give option to consumer for selecting language (Regional language, Hindi or English).

3. IVRS will play following message as per language preference

a. Welcome message e.g. Welcome to Bharat gas Booking System

b. Press „1(One)‟ for book order

4. IVR system will call BPCL web service with transaction id, number (landline along with STD

code / mobile number of 10 digits), number type(M/L), hash key

5. BPCL server will check IP of IVR system. If valid go to step 6, else return error

6. BPCL server will check for hash key and valid parameter list. If valid go to step 7, else return

error.

7. BPCL server will find consumer details from received number. If details found go to step 8, else

return error.

8. BPCL server will check for any pending order.

9. If pending order is not present, create order against consumer. In case of failure to create order,

return error. Play back message with consumer name & order reference number or error message.

10. If pending order is present, then play back message with consumer name & pending order

reference number.

11. Store consumer‟s language preference in local IVRS database.

For all new orders, a suitable SMS message with order ref. no to be formulated and transmitted to

the consumer mobile no by the service provider and SMS delivery confirmation to be sent to BPCL

server.

Case 2: Consumer is dialing from registered land line or mobile number and dialed number is present

in local IVRS database [i.e. Subsequent IVRS calls from number present in LPGNext system].


2. IVRS will play following message as per language preference present in local IVRS database

a. Welcome message e.g. Welcome to Bharatags Booking System


c. Press „2(Two)‟ for changing language preference


code / mobile number of 10 digits), number type(M/L), hash key

4. BPCL server will check IP of IVR system. If valid go to step 5, else return error.


error.

6. BPCL server will find consumer details from received number. If details found go to step 7, else

return error.

7. BPCL server will check for any pending order.

8. If pending order is not present, create order against consumer and play back message with

consumer name & order reference number. In case of failure to create order, return error.


reference number.

Case 3: Consumer is dialing from un-registered land line or mobile number


2. IVRS will give option to consumer for selecting language (Regional language, Hindi or English).


a. Welcome message e.g. Welcome to Bharatags Booking System



code / mobile number of 10 digits), number type(M – Mobile / L - Landline), hash key

5. BPCL server will check IP of IVR system. If valid go to step 6, else return error.


error.

7. BPCL server will check consumer details from received number. As number is not registered,

BPCL server will return failure status stating “Number is not registered”.

8. On receiving failure status by IVRS system will play message “Your phone number is not

registered. Contact Distributor or visit eBharatgas.com site for IVRS services”.

Case 4: Consumer is dialing from distributor phone.

1. Consumer will dial IVRS number from distributor‟s place.

2. IVRS will give option to consumer for selecting language (Regional language, Hindi or

English).


a. Welcome message e.g. Welcome to Bharatags Booking System at <<Distributor Name>>

b. Prompt for consumer number

c. Press „1(One)‟ for book order


code / mobile number of 10 digits), number type(M/L), distributor code, consumer number, hash

key

5. BPCL server will check IP of IVR system

6. BPCL server will check for hash key and valid parameter list

7. BPCL server will find validate distributor code and consumer number combination.

8. If combination is valid, BPCL server will check for any pending order.

9. If pending order is not present, create order against consumer and play back message with

consumer name & order reference number.


reference number.

D. Request and Response Parameters:

For Case 1, Case 2, Case 3:

IVR System to BPCL Server (Request):

Parameter Type Description

Transaction id Numeric IVRS unique id

Number Numeric Land line along with STD code or mobile number

Number type String L- Landline , M- Mobile

Hash key Integer Logic will be provided

BPCL Server to IVR System (Response):



Status Code String Description is given below.

Order Reference Number Numeric BPCL order reference number

Consumer Name String

Mobile Number Numeric Booking SMS will go to this

number from IVR system

For Case 4:

IVR System to BPCL Server (Request):



Number Numeric Land line along with STD code or mobile number

Number type String L- Landline , M- Mobile

Distributor Code Numeric

Consumer Code Numeric

Hash key Integer Logic will be provided

BPCL Server to IVR System (Response):



Status Code String Description is given below.

Order Reference Number Numeric BPCL order reference number

Consumer Name String

Mobile Number Numeric Booking SMS will go to this

number from IVR system

E. Status Code Meaning:

HTTP Status code is 200.

Code Meaning Message to be played

100 Successful New order Dear <<consumer name>>, your booking order

reference number is <<order reference number>>

101 Pending Order Dear <<consumer name>>, your order already

present in the system with order reference number

<<order reference number>>

200 Invalid IP of IVR Server Your request is being processed. (Vendor should

retry) 201 Hash key is not matching

202 Parameter is missing

203 Number is not registered Contact Distributor or visit eBharatgas.com site

for availing IVRS services

204 Invalid consumer number Entered consumer number is invalid

205 Unable to create order Contact Distributor

300 System Error System is under maintenance. Please try after

some time.

HTTP Status code is not 200

Your request is being processed. (Vendor should register this request and retry after some time).

Planned Downtime:

In case of planned down time, play message stating downtime period and register the booking request

against registered land line / Mobile no available in IVR system. Once BPCL server is up, the registered

booking request should be sent to BPCL server which is similar to case 2. After receiving the booking id

from BPCL server, the same should be transmitted as SMS to the consumer if his number is a mobile

number.

Similar process to be followed for SMS bookings with reserve word.

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