rajcomp info services limited (risl) th request for...

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


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



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



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



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



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



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



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



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



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



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:



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



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.



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,


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)



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



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.



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



S.

No.

Basic


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



S.

No.

Basic


UT in India are not allowed to

bid.



4. SCOPE OF WORK, STAKEHOLDER RESPONSIBILITIES

DELIVERABLES & TIMELINES

4.1 Scope of Work (SoW)

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

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

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

RFP. 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



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



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.



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



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.



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.



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



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.



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



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



Content Validation – State Department shall be responsible for validating all

the data related to its services including the agent scripts

Periodic/ need based Data Update & Modification

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

or removing irrelevant data and adding new data

Sharing of information updates (as applicable for transactional services)

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

channels, campaigns

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

c) RSDC(Rajasthan State Data Centre)

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

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

responsibilities:-

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

will be consolidated on RSDC.

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

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

attached as Annexure4 of this RFP.

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

for deployment of contact centre IT infrastructure

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

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

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

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

Secure

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

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

respect to monitor application downtime and application performance.

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

monitoring.

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

antivirus (servers), backup software licence etc.

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

contact centre applications at RSDC.

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

etc.) as per service level.



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

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

successful bidder.

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

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

contact centre applications.

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



5. INSTRUCTIONS TO BIDDER (ITB) & BIDDING PROCESS

5.1 Sale of Tender/ Bidding Document

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

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

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

ebids.

5.2 Clarifications to the Bidding/ Bid Document

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

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

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

authority’s address indicated in the NIT.

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

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

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

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

requests to the Tendering authority.

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

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

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

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

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

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

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

the amendment.

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

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

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

documents shall be accepted.

5.3 Pre-bid Conference/ Meeting

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

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

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

bidding document.



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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

5.4 Amendment of Bidding Document

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

amend the Bidding document by issuing Corrigendum/ Addendum.

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

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

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

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

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

the deadline for the submission of the Bids.

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

manner including the websites mentioned in the NIT.

5.5 Documents comprising the Bid

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

Technical bid (including the eligibility & technical documents)

Commercial bid

b) Technical bid shall include the following documents: -

S. No. Documents Type Document Format

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

authorized signatory



Fee Details

2 Tender Fee Scanned copy of Fee Receipt

3 RISL Processing Fee Scanned copy of Fee Receipt

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

Bank Guarantee

Eligibility Documents

5 Tender Form As per Annexure-9

6 Bidder’s Authorisation Certificate As per Annexure-10

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

8 All the documents mentioned in the

“Eligibility Criteria”, in support of the

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



c) Commercial bid shall include the following documents: -

S. No. Documents Type Document Format

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

by authorized signatory

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

website

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

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

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

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

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

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

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

shall be accepted.

5.6 Cost of Bidding

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

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

conduct or outcome of the bidding process.

5.7 Language of Bids

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

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

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

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

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

5.8 Bid Prices

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

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

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

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

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

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

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

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



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

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

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

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

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

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

not pay any cartage or transportation charges.

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

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

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

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

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

document.

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

any, should be included in the quoted price.

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

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

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

For Goods offered from within/ outside the country

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

document.

5.9 Period of Validity of Bids

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

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

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

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

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

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

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

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

writing.

5.10 Earnest Money Deposit (EMD)

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

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

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

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



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

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

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

forthwith.

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

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

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

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

of stores for which they are registered.

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

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

taken into consideration in case bids are re-invited.

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

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

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

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

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

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

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

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

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

cases:-

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

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

specified time.

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

purchase / work order within the time prescribed.

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

is placed.

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

5.11 Deadline for the submission of Bids

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

subsequent Corrigendum, if any.

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

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

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

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



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

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

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

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

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

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

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

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

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

be subject to the deadline as extended.

5.12 Format and Signing of Bid

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

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

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

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

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

Annexure-10.

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

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

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

eproc portal in respective file/ format.

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

means shall not be accepted.

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

eProc website, the tendering authority shall reject the bid.

5.13 Withdrawal and Re-submission (Substitution) of Bids

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

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

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

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

5.14 Bid Opening/ Opening of Tenders

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

event in the bidding process.



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

specified in the NIT.

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

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

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

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

the bid opening status/ process online at eProc website.

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

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

RISL).

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

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

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

authority may consider appropriate.

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

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

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

attendance sheet.

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

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

5.15 Selection method

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

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

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

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

5.16 Guiding Principles for Evaluation of Bids

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

criteria specified in the bidding document.

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

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

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

in the RFP.

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

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

or omission where: -



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

document;

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

acceptance of the requirements specified in the bidding document; and

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

required in the bidding document.

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

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

Related Services specified in the bidding document; or

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

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

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

responsive bids.

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

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

deviation, reservation or omission.

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

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

omissions in the bid related to documentation requirements. Requesting

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

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

result in the rejection of its bid.

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

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

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

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

document.

5.17 Evaluation of Technical Bids

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

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

including the eligibility documents.

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

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

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

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



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

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

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

5.18 Evaluation of Financial Bids

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

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

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

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

online at eProc website.

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

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

tender opening register.

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

The bid price as quoted in accordance with bidding document

Price adjustment for correction of arithmetic errors in accordance with bidding

document.

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

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

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

firms outside and those in Rajasthan” below.

5.19 Clarification of Bids

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

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

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

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

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

request by the tendering authority shall not be considered.

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

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

authority in the evaluation of the Commercial/ Financial Bids.

5.20 Correction of Arithmetic Errors

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

correct arithmetical errors on the following basis: -



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

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

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

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

quoted shall govern and the unit price shall be corrected;

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

subtotals shall prevail and the total shall be corrected; and

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

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

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

5.21 Comparison of Rates of firms outside and those in Rajasthan

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

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

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

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

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

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

5.22 Margin of Preference/ Price Preference

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

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

outside Rajasthan.

5.23 Comparison of bids and determination of the best value bid

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

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

5.24 Negotiations

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

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

When ring prices have been quoted.

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

prevailing at the time of opening of bids.

Negotiations shall not make original offer of the bidder ineffective.

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

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



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

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

negotiations provided the bidder receives the information regarding holding negotiations.

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

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

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

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

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

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

5.25 Disqualification

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

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

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

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

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

Has imposed conditions in his bid.

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

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

submitted in proof of the eligibility requirements.

Has failed to provide clarifications related thereto, when sought.

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

such bidders including forfeiture of the EMD.

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

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

gratification.

5.26 Acceptance of the Tender/ Bid and Notification of Award

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

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

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

been determined to be the best value bid.

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

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

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

of their bids up to a specified date.



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

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

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

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

prescribed value and deposit the amount of prescribed performance security deposit

within 15 days from the date of issue of acceptance.

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

the correct address of the bidder.

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

to all.

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

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

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

award shall constitute a binding Contract.

5.27 Confidentiality

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

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

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

award.

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

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

decisions may result in the rejection of his bid.

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

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

allowed to do so in writing.

5.28 Conflict of Interest

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

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

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

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

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

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

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

shall be disqualified.



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

affiliates participated as a consultant in the preparation of the solicitation

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

of the bid.

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

process:-

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

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

or

(iii)they have the same legal representative for purposes of the Bid; or

(iv)they have a relationship with each other, directly or through common third

parties, that puts them in a position to have access to information about or

influence on the Bid of another Bidder, or influence the decisions of the

tendering authority regarding this bidding process.

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

The tendering authority reserves the right to accept or reject any bid, and to cancel the bidding

process and reject all bids at any time prior to contract award, without thereby incurring any

liability to the bidders.

5.30 Right to Vary Quantities

a) At the time the Contract is awarded, the quantity of Goods and Related Services originally

specified in the bidding document may be increased or decreased but without any change in

the unit prices or other terms and conditions of the bid and the bidding document.

b) If the work order is placed up to 100% in excess of the quantities mentioned in the bidding

document, the bidder shall be bound to meet the required supply.

c) If the tendering authority does not purchase any of the tendered articles or purchases less

than the quantity indicated in the bidding document, the bidder shall not be entitled to

claim any compensation.

5.31 Repeat Orders

Repeat orders may also be placed with the consent of the supplier/ selected bidder on the rates

and conditions given in the bidding document. In such a case, the delivery/ completion period

will also be proportionately increased.



5.32 Signing of Contract

Promptly after notification of award, the tendering authority shall send to the successful bidder

the Contract Agreement including “Special Conditions of Contract”.

Within fifteen (15) days of receipt of the Letter of Intent/ Work Order from the tendering

authority, the successful bidder shall sign, date, and return the Contract Agreement to the

tendering authority.

5.33 Performance Security Deposit (PSD)

Within fifteen (15) days of the receipt of notification of award from the tendering authority, the

successful Bidder shall furnish the Performance Security Deposit (PSD) @ 5% of the total

agreed/ ordered project value.

Failure of the successful bidder to submit the aforementioned PSD or sign the Contract

Agreement shall constitute sufficient grounds for the annulment (cancellation/ termination) of

the award and forfeiture of the EMD. In that event the tendering authority may award the

Contract to the next best value bidder whose offer is valid and substantially responsive and is

determined by the tendering authority to be qualified to perform the Contract satisfactorily.

5.34 Reservation of Rights

To take care of unexpected circumstances, RISL reserves the rights for the following: -

a) Extend the closing date for submission of the bid proposals.

b) Amend the bidding requirements at any time prior to the closing date, with the

amendment being notified to prospective bidders and on the respective websites.

c) Allow a bidder to change its technical proposal if the same opportunity is given to all

bidders but before the opening of financial bids.

d) To accept any bid not necessarily the lowest, reject any bid without assigning any reasons

and accept bid for all or anyone or more of the articles/ services for which bid has been

invited or distribute items of stores/ services to more than one bidder.

e) Terminate or abandon the bidding procedure or the entire project whether before or after

the receipt of bid proposals.

f) Seek the advice of external consultants to assist RISL in the evaluation or review of

proposals.

g) Make enquiries of any person, company or organization to ascertain information

regarding the bidder and its proposal.

h) Reproduce for the purposes of the procedure the whole or any portion of the proposal

despite any copyright or other intellectual property right that may subsist in the proposal.



5.35 Monitoring of Contract

a) An officer or a committee of officers named Contract Monitoring Committee (CMC) may

be nominated by tendering authority to monitor the progress of the contract during its

delivery period.

b) During the delivery period the CMC shall keep a watch on the progress of the contract

and shall ensure that quantity of goods and service delivery is in proportion to the total

delivery period given, if it is a severable contract, in which the delivery of the goods and

service is to be obtained continuously or is batched. If the entire quantity of goods and

service is to be delivered in the form of completed work like fabrication work, the process

of completion of work may be watched and the selected bidder’s premises where the work

is being completed may be inspected.

c) If delay in delivery of goods and service is observed a performance notice shall be given to

the selected bidder to speed up the delivery.

d) Any change in the constitution of the firm, etc. shall be notified forth with by the

contractor in writing to the tendering authority and such change shall not relieve any

former member of the firm, etc., from any liability under the contract.

e) No new partner/ partners shall be accepted in the firm by the selected bidder in respect of

the contract unless he/ they agree to abide by all its terms, conditions and deposits with

the tendering authority through a written agreement to this effect. The bidder’s receipt

for acknowledgement or that of any partners subsequently accepted as above shall bind

all of them and will be sufficient discharge for any of the purpose of the contract.

f) The selected bidder shall not assign or sub-let his contract or any substantial part thereof

to any other agency without the permission of tendering authority.



6. TERMS AND CONDITIONS OF TENDER & CONTRACT

Definitions

For the purpose of clarity, the following words and expressions shall have the meanings hereby

assigned to them: -

a) “Contract” means the Agreement entered into between the Purchaser and the successful/

selected bidder, together with the Contract Documents referred to therein, including all

attachments, appendices, and all documents incorporated by reference therein.

b) “Contract Documents” means the documents listed in the Agreement, including any

amendments thereto.

c) “Contract Price” means the price payable to the successful/ selected bidder as specified in

the Agreement, subject to such additions and adjustments thereto or deductions there

from, as may be made pursuant to the Contract.

d) “Day” means a calendar day.

e) “Delivery” means the transfer of the Goods from the successful/ selected bidder to the

Purchaser in accordance with the terms and conditions set forth in the Contract.

f) “Completion” means the fulfilment of the related services by the successful/ selected

bidder in accordance with the terms and conditions set forth in the Contract.

g) “Goods” means all of the commodities, raw material, machinery and equipment, and/or

other materials that the successful/ selected bidder is required to supply to the Purchaser

under the Contract.

h) “Purchaser” means the entity purchasing the Goods and related services, as specified in

the bidding document.

i) “Related Services” means the services incidental to the supply of the goods, such as

insurance, installation, training and initial maintenance and other similar obligations of

the successful/ selected bidder under the Contract.

j) “Subcontractor” means any natural person, private or government entity, or a

combination of the above, including its legal successors or permitted assigns, to whom

any part of the Goods to be supplied or execution of any part of the related services is

subcontracted by the successful/ selected bidder.

k) “Supplier/ Successful or Selected bidder” means the person, private or government entity,

or a combination of the above, whose bid to perform the Contract has been accepted by

the Purchaser and is named as such in the Agreement, and includes the legal successors

or permitted assigns of the successful/ selected bidder.

l) “The Site,” where applicable, means the designated project place(s) named in the bidding

document.



A. General Conditions of the Bid

6.1 Income Tax and VAT Registration and VAT Clearance Certificate

No Dealer who does not hold a valid Permanent Account Number (PAN)/ Tax Identification

Number (TIN) from Income Tax department, GoR and who is not registered under the Sales

Tax Act prevalent in the State where his business is located shall bid. The VAT Registration

Number should be quoted and a VAT clearance certificate from the Commercial Taxes Officer

of the Circle concerned valid on the date of submission of bid shall be submitted without which

the bid is liable to rejection. The bidder quoting Rajasthan VAT should have valid VAT

registration in the state of Rajasthan and he should mention the same VAT registration number

in the bid document.

6.2 Contract Documents

Subject to the order of precedence set forth in the Agreement, all documents forming the

Contract (and all parts thereof) are intended to be correlative, complementary, and mutually

explanatory.

6.3 Interpretation

a) If the context so requires it, singular means plural and vice versa.

b) Entire Agreement: The Contract constitutes the entire agreement between the Purchaser

and the Supplier/ selected bidder and supersedes all communications, negotiations and

agreements (whether written or oral) of parties with respect thereto made prior to the

date of Contract.

c) Amendment: No amendment or other variation of the Contract shall be valid unless it is

in writing, is dated, expressly refers to the Contract, and is signed by a duly authorized

representative of each party thereto.

d) Non-waiver: Subject to the condition (f) below, no relaxation, forbearance, delay, or

indulgence by either party in enforcing any of the terms and conditions of the Contract or

the granting of time by either party to the other shall prejudice, affect, or restrict the

rights of that party under the Contract, neither shall any waiver by either party of any

breach of Contract operate as waiver of any subsequent or continuing breach of Contract.

e) Any waiver of a party’s rights, powers, or remedies under the Contract must be in writing,

dated, and signed by an authorized representative of the party granting such waiver, and

must specify the right and the extent to which it is being waived.

f) Severability: If any provision or condition of the Contract is prohibited or rendered

invalid or unenforceable, such prohibition, invalidity or unenforceability shall not affect

the validity or enforceability of any other provisions and conditions of the Contract.



6.4 Language

a) The Contract as well as all correspondence and documents relating to the Contract

exchanged by the successful/ selected bidder and the Purchaser, shall be written in

English language only. Supporting documents and printed literature that are part of the

Contract may be in another language provided they are accompanied by an accurate

translation of the relevant passages in the language specified in the special conditions of

the contract, in which case, for purposes of interpretation of the Contract, this translation

shall govern.

b) The successful/ selected bidder shall bear all costs of translation to the governing

language and all risks of the accuracy of such translation.

6.5 Joint Venture, Consortium or Association

Bidder cannot form or involve in any type of Joint venture/consortium or association for

submitting the bid.

6.6 Eligible Goods and Related Services

a) For purposes of this Clause, the term “goods” includes commodities, raw material,

machinery, equipment, and industrial plants; and “related services” includes services

such as insurance, transportation, supply, installation, integration, testing,

commissioning, training, and initial maintenance.

b) All articles/ goods being bid, other than those marked in the Bill of Material (BoM)2

should be the ones which are produced in volume and are used by a large number of users

in India/ abroad. All products quoted by the successful/ selected bidder must be

associated with specific make and model numbers, item code and names and with printed

literature describing configuration and functionality. Any deviation from the printed

specifications should be clearly mentioned in the offer document by the bidder/ supplier.

c) The OEM/ Vendor of the quoted product must have its own registered spares depot in

India having adequate inventory of the equipment being quoted for providing the

necessary spares within next business day or maximum 30 hours.

d) The OEM/ Vendor of the quoted product should also have its direct representation in

India in terms of registered office for at least past 3 years. The presence through any

Distribution/ System Integration partner agreement will not be accepted.

e) Bidder must quote products in accordance with above clause “Eligible goods and related

services”.



6.7 Notices

a) Any notice given by one party to the other pursuant to the Contract shall be in writing to

the address specified in the contract. The term “in writing” means communicated in

written form with proof of dispatch and receipt.

b) A Notice shall be effective when delivered or on the Notice’s effective date, whichever is

later.

6.8 Governing Law

The Contract shall be governed by and interpreted in accordance with the laws of the Rajasthan

State/ the Country (India), unless otherwise specified in the contract.

6.9 Scope of Supply

a) Subject to the provisions in the bidding document and contract, the goods and related

services to be supplied shall be as specified in the bidding document.

b) Unless otherwise stipulated in the Contract, the scope of supply shall include all such

items not specifically mentioned in the Contract but that can be reasonably inferred from

the Contract as being required for attaining delivery and completion of the goods and

related services as if such items were expressly mentioned in the Contract.

6.10 Delivery & Installation

a) Subject to the conditions of the contract, the delivery of the goods and completion of the

related services shall be in accordance with the delivery and completion schedule

specified in the bidding document. The details of supply/ shipping and other documents

to be furnished by the successful/ selected bidder are specified in the bidding document

and/ or contract.

b) The contract for the supply can be repudiated at any time by the purchase officer, if the

supplies are not made to his satisfaction after giving an opportunity to the bidder of being

heard and recording the reasons for repudiation.

c) The Supplier/ selected bidder shall arrange to supply, install and commission the ordered

materials/ system as per specifications within the specified delivery/ completion period at

various departments and/ or their offices/ locations mentioned in the PO/ WO.

d) Shifting the place of Installation: The user will be free to shift the place of installation

within the same city /town/ district/ division. The successful/ selected bidder shall

provide all assistance, except transportation, in shifting of the equipment. However, if the

city/town is changed, additional charges of assistance in shifting and providing

maintenance services for remaining period shall be decided mutually.



6.11 Supplier’s/ Selected Bidder’s Responsibilities

The Supplier/ Selected Bidder shall supply all the goods and related services included in the

scope of supply in accordance with the provisions of bidding document and/ or contract.

6.12 Purchaser’s Responsibilities

a) Whenever the supply of goods and related services requires that the Supplier/ Selected

Bidder obtain permits, approvals, and import and other licenses from local public

authorities, the Purchaser shall, if so required by the Supplier/ Selected Bidder, make its

best effort to assist the Supplier/ Selected Bidder in complying with such requirements in

a timely and expeditious manner.

b) The Purchaser would pay all costs involved in the performance of its responsibilities, in

accordance with the general and special conditions of the contract.

6.13 Contract Price

a) The Contract Price shall be paid as specified in the contract subject to any additions and

adjustments thereto, or deductions there from, as may be made pursuant to the Contract.

b) Prices charged by the Supplier/ Selected Bidder for the Goods delivered and the Related

Services performed under the Contract shall not vary from the prices quoted by the

Supplier/ Selected Bidder in its bid, with the exception of any price adjustments

authorized in the special conditions of the contract.

6.14 Recoveries from Supplier/ Selected Bidder

a) Recovery of liquidated damages, short supply, breakage, rejected articles shall be made

ordinarily from bills.

b) The Purchase Officer shall withhold amount to the extent of short supply, broken/

damaged or for rejected articles unless these are replaced satisfactorily. In case of failure

to withhold the amount, it shall be recovered from his dues and performance security

deposit available with RISL.

c) The balance, if any, shall be demanded from the Supplier/ Selected Bidder and when

recovery is not possible, the Purchase Officer shall take recourse to law in force.

6.15 Taxes & Duties

a) The income tax, service tax, value added tax, etc., if applicable, shall be deducted at

source from the payment to the Supplier/ Selected Bidder as per the law in force at the

time of execution of contract.

b) The entry tax, if applicable shall be deducted at source and deposited in the government

treasury in proper revenue receipt head of account.



c) For goods supplied from outside India, the successful/ selected bidder shall be entirely

responsible for all taxes, stamp duties, license fees, and other such levies imposed outside

the country.

d) For goods supplied from within India, the successful/ selected bidder shall be entirely

responsible for all taxes, duties, license fees, etc., incurred until delivery of the contracted

Goods to the Purchaser.

e) Revision in VAT and Service Tax shall be on account of the tendering authority if it has

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

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

benefit or additional cost will be on account of the bidder. Revision of any other tax or

duty shall be on account of the bidder.

f) If any tax exemptions, reductions, allowances or privileges may be available to the

successful/ selected bidder in India, the Purchaser shall use its best efforts to enable the

successful/ selected bidder to benefit from any such tax savings to the maximum

allowable extent.

6.16 Performance Security Deposit (PSD)

a) In case of successful/ selected bidder, the EMD will be adjusted in arriving at the amount

of the PSD.

b) The successful/ selected bidder shall, within fifteen (15) days of the notification of

Contract award, provide a PSD 5% of the total agreed/ ordered project value for the due

performance of the Contract in the amounts and currencies specified in the work order.

c) The proceeds of the PSD shall be payable to the Purchaser as compensation for any loss

resulting from the successful/ selected bidder failure to complete its obligations under the

Contract.

d) Form of PSD: PSD in the form of cash will not be accepted. It may be deposited in the

form of Bank Draft or Banker’s Cheque in favour of “Managing Director, RajCOMP Info

Services Limited” payable at “Jaipur”. The PSD may also be submitted in the form of a

Bank Guarantee (Unconditional & Irrevocable) in case the amount of PSD exceeds

Rupees 10 Lacs. The other form of security money shall be Post-office Savings Bank Pass

Book duly pledged or National Savings Certificates, Defence Savings Certificates. Kisan

Vikas Patras, or any other script/ instrument under National Savings Schemes for

promotion of small savings, if the same can be pledged. These certificates shall be

accepted at surrender value. The competent Purchase Committee may permit to deposit

Bank Guarantee in part or full if the amount of PSD exceeds Rupees 10 Lacs.

e) Refund of PSD: The PSD shall be refunded within one month from the successful

completion of supply and installation of items and related services as per work order and/



or contract, <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



Supplier/ Selected Bidder shall not use such documents, data, and other information

received from the Purchaser for any purpose other than the design, procurement, or other

work and services required for the performance of the Contract.

d) The obligation of a party under sub-clauses above, however, shall not apply to

information that: -

1) the Purchaser or Supplier/ Selected Bidder need to share with RISL or other

institutions participating in the Contract;

2) now or hereafter enters the public domain through no fault of that party;

3) can be proven to have been possessed by that party at the time of disclosure and

which was not previously obtained, directly or indirectly, from the other party; or

4) otherwise lawfully becomes available to that party from a third party that has no

obligation of confidentiality.

e) The above provisions shall not in any way modify any undertaking of confidentiality given

by either of the parties hereto prior to the date of the Contract in respect of the supply or

any part thereof.

f) The provisions of this clause shall survive completion or termination, for whatever

reason, of the Contract.

6.19 Sub-contracting

a) The bidder shall not assign or sub-let his contract or any substantial part thereof to any

other agency without the permission of Purchaser/ Tendering Authority.

b) If permitted, the selected bidder shall notify the Purchaser, in writing, of all subcontracts

awarded under the Contract, if not already specified in the Bid. Subcontracting shall in no

event relieve the Supplier/ Selected Bidder from any of its obligations, duties,

responsibilities, or liability under the Contract.

c) Subcontracts shall comply with the provisions of bidding document and/ or contract.

6.20 Specifications and Standards

a) All articles supplied shall strictly conform to the specifications, trademark laid down in

the tender form and wherever articles have been required according to ISI/ ISO/ other

applicable specifications/ certifications/ standards, those articles should conform strictly

to those specifications/ certifications/ standards. The supply shall be of best quality and

description. The decision of the competent authority/ purchase committee whether the

articles supplied conform to the specifications shall be final and binding on the supplier/

selected bidder.

b) Technical Specifications and Drawings



1) The Supplier/ Selected Bidder shall ensure that the goods and related

services comply with the technical specifications and other provisions of the

Contract.

2) The Supplier/ Selected Bidder shall be entitled to disclaim responsibility for any

design, data, drawing, specification or other document, or any modification

thereof provided or designed by or on behalf of the Purchaser, by giving a notice of

such disclaimer to the Purchaser.

3) The goods and related services supplied under this Contract shall conform to the

standards mentioned in bidding document and, when no applicable standard is

mentioned, the standard shall be equivalent or superior to the official standards

whose application is appropriate to the country of origin of the Goods.

c) Wherever references are made in the Contract to codes and standards in accordance with

which it shall be executed, the edition or the revised version of such codes and standards

shall be those specified in the bidding document. During Contract execution, any changes

in any such codes and standards shall be applied only after approval by the Purchaser and

shall be treated in accordance with the general conditions of the contract.

6.21 Packing and Documents

a) The Supplier/ Selected Bidder shall provide such packing of the Goods as is required to

prevent their damage or deterioration during transit to their final destination, as

indicated in the Contract. During transit, the packing shall be sufficient to withstand,

without limitation, rough handling and exposure to extreme temperatures, salt and

precipitation, and open storage. Packing case size and weights shall take into

consideration, where appropriate, the remoteness of the final destination of the Goods

and the absence of heavy handling facilities at all points in transit.

b) The packing, marking, and documentation within and outside the packages shall comply

strictly with such special requirements as shall be expressly provided for in the Contract,

including additional requirements, if any, specified in the contract, and in any other

instructions ordered by the Purchaser.

6.22 Insurance

a) The Goods supplied under the Contract shall be fully insured against loss by theft,

destruction or damage incidental to manufacture or acquisition, transportation, storage,

fire, flood, under exposure to weather and delivery at the designates project locations, in

accordance with the applicable terms. The insurance charges will be borne by the supplier

and Purchaser will not be required to pay such charges if incurred.



b) The insurance policy validity will be same as the contract period of the CCO i.e. two years

from date of successful go-live and then extended based on the annual extension given to

the CCO, if any.

c) The goods will be delivered at the FOR destination in perfect condition.

6.23 Transportation

a) The supplier/ selected bidder shall be responsible for the proper packing so as to avoid

damage under normal conditions of transport by sea, rail and road or air and delivery of

the material in the good condition to the consignee at destination. In the event of any

loss, damage, breakage or leakage or any shortage the bidder shall be liable to make good

such loss and shortage found at the checking/ inspection of the material by the consignee.

No extra cost on such account shall be admissible.

b) All goods must be sent freight paid through Railways or goods transport. If goods are sent

freight to pay, the freight together with departmental charge @5% of the freight will be

recovered from the supplier’s/ selected bidder’s bill.

6.24 Inspection

a) The Purchase Officer or his duly authorized representative shall at all reasonable time

have access to the supplier’s/ selected bidder’s premises and shall have the power at all

reasonable time to inspect and examine the materials and workmanship of the goods/

equipment/ machineries during manufacturing process or afterwards as may be decided.

b) The supplier/ selected bidder shall furnish complete address of the premises of his

factory, office, go-down and workshop where inspection can be made together with name

and address of the person who is to be contacted for the purpose. In case of those dealers

who have newly entered in business, a letter of introduction from their bankers will be

necessary.

c) After successful inspection, it will be supplier’s/ selected bidder’s responsibility to

dispatch and install the equipment at respective locations without any financial liability

to the Purchaser. However, supplies when received at respective locations shall be subject

to inspection to ensure whether they conform to the specification.

6.25 Rejection

a) Articles not approved during inspection or testing shall be rejected and will have to be

replaced by the selected bidder at his own cost within the time fixed by the Purchase

Officer.

b) If, however, due to exigencies of work, such replacement either in whole or in part, is not

considered feasible, the Purchase Officer after giving an opportunity to the selected



bidder of being heard shall for reasons to be recorded, deduct a suitable amount from the

approved rates. The deduction so made shall be final.

c) The rejected articles shall be removed by the selected bidder within 15 days of intimation

of rejection, after which Purchase Officer shall not be responsible for any loss, shortage or

damage and shall have the right to dispose of such articles as he thinks fit, at the selected

bidder’s risk and on his account.

6.26 Extension in Delivery Period and Liquidated Damages (LD)

a) Except as provided under clause “Force Majeure”, if the supplier/ selected bidder fails to

deliver any or all of the Goods or perform the Related Services within the period specified

in the Contract, the Purchaser may without prejudice to all its other remedies under the

Contract, deduct from the Contract Price, as liquidated damages, a sum equivalent to the

percentage specified in (d) below for each week or part thereof of delay until actual

delivery or performance, up to a maximum deduction of the percentage specified in the

bidding document and/ or contract. Once the maximum is reached, the Purchaser may

terminate the Contract pursuant to clause “Termination”.

b) The time specified for delivery in the tender form shall be deemed to be the essence of the

contract and the supplier/ selected bidder shall arrange goods supply and related services

within the specified period.

c) Delivery and installation/ completion period may be extended with or without liquidated

damages, if the delay in the supply of goods or service is on account of hindrances beyond

the control of the supplier/ selected bidder. In such a case:

1) The supplier/ selected bidder shall request in writing to the Purchaser giving

reasons for extending the delivery period of service, if he finds himself unable to

complete the supply of goods or service within the stipulated delivery period or is

unable to maintain prorate progress in the supply of goods or service delivery.

This request shall be submitted as soon as a hindrance in delivery of goods and

service occurs or within 15 days from such occurrence but before expiry of

stipulated period of completion of delivery of goods and service after which such

request shall not be entertained.

2) The Purchaser shall examine the justification of causes of hindrance in the

delivery of goods and service and the period of delay occurred due to that and

recommend the competent authority on the period of extension which should be

granted with or without liquidated damages.

3) Normally, extension in delivery period of goods and service in following

circumstances may be considered without liquidated damages:



4) When delay has occurred due to delay in supply of drawings, designs, plans etc. if

the RISL was required to supply them to the supplier of goods or service provider

as per terms of the contract.

5) When delay has occurred in supply of materials etc. if these were required to be

supplied to the supplier or service provider by the RISL as per terms of the

contract.

6) If the competent authority agrees to extend the delivery period/ schedule, an

amendment to the contract with suitable denial clauses and with or without

liquidated damages, as the case may be, shall be issued. The amendment letter

shall mention that no extra price or additional cost for any reason, what so ever

beyond the contracted cost shall be paid for the delayed supply of goods and

service.

7) It shall be at the discretion of the concerned authority to accept or not to accept

the supply of goods and/ or services rendered by the contractor after the expiry of

the stipulated delivery period, if no formal extension in delivery period has been

applied and granted. The competent authority shall have right to cancel the

contract with respect to undelivered goods and/ or service.

8) If RISL is in need of the good and/ or service rendered after expiry of the

stipulated delivery period, it may accept the services and issue a letter of extension

in delivery period with usual liquidated damages and denial clauses to regularize

the transaction.

d) In case extension in the delivery and/ or installation/ completion/ commissioning period

is granted with full liquidated damages, the recovery shall be made on the basis of

following percentages of value of goods and/ or service which the supplier/ selected

bidder has failed to supply or complete : -

Delay in Go-Live: In case of delay in go-live beyond the timeline specified in Para 4.4

under Scope of Work, liquidated damages shall be applicable on Capital expenditure

(Table 1 of Annexure 16) plus one equated quarterly payment for operating expenditure

(Table 2 of Annexure 16)

Condition LD %

Delay of more than one month of the prescribed timeline of Go-live 2.5 %

Delay of more than two months of the prescribed timeline of Go-live 5.0 %

Delay of more than three month of the prescribed timeline of Go-live 7.5 %

Delay of more than four months of the prescribed timeline of Go-live 10.0 %



1) Fraction of a day in reckoning period of delay in supplies, successful installation

and completion of work shall be eliminated if it is less than half a day.

2) The maximum amount of liquidated damages shall be 10% of Capital Expenditure

plus one equated quarterly payment

6.27 Authenticity of Equipments

a) The selected bidder shall certify that the supplied goods are brand new, genuine/

authentic, not refurbished, conform to the description and quality as specified in this

bidding document and are free from defects in material, workmanship and service.

b) If during the contract period, the said goods be discovered counterfeit/ unauthentic or

not to conform to the description and quality aforesaid or have determined (and the

decision of the Purchase Officer in that behalf will be final and conclusive),

notwithstanding the fact that the purchaser may have inspected and/ or approved the

said goods, the purchaser will be entitled to reject the said goods or such portion thereof

as may be discovered not to conform to the said description and quality, on such rejection

the goods will be at the selected bidder’s risk and all the provisions relating to rejection of

goods etc., shall apply. The selected bidder shall, if so called upon to do, replace the goods

etc., or such portion thereof as is rejected by Purchase Officer, otherwise the selected

bidder shall pay such damage as may arise by the reason of the breach of the condition

herein contained. Nothing herein contained shall prejudice any other right of the

Purchase Officer in that behalf under this contract or otherwise.

c) Goods accepted by the purchaser in terms of the contract shall in no way dilute

purchaser’s right to reject the same later, if found deficient in terms of the this clause of

the contract.

6.28 Warranty

a) The bidder must supply all hardware items mentioned in Table 1 of Annexure 16 with

comprehensive on-site warranty. The warranty will be valid for two years after the goods,

or any portion thereof as the case may be, have been delivered to, installed and accepted

at the final destination(s) indicated in the bidding document. However, if delay of

installation is more than a month’s time due to the reasons ascribed to the bidder, the

warranty shall start from the date of last successful installation of the items covered

under the PO.

b) The bidder shall submit a certificate/ undertaking from all the respective OEMs

mentioning the fact that the goods supplied are covered under comprehensive onsite

warranty & support for the prescribed period. The bidder should follow the format

provided for Manufacturer’s Authorization Certificate at Annexure 13.



c) The purchaser shall give a written notice to the selected bidder stating the nature of any

defect together with all available evidence thereof, promptly following the discovery

thereof. The purchaser shall afford all reasonable opportunity for the selected bidder to

inspect such defects. Upon receipt of such notice, the selected bidder shall expeditiously

cause to repair the defective goods or parts thereof or replace the defective goods or parts

thereof with brand new genuine/ authentic ones having similar or higher specifications

from the respective OEM, at no cost to the Purchaser. Any goods repaired or replaced by

the selected bidder shall be delivered at the respective location without any additional

costs to the purchaser.

d) If having been notified, the selected bidder fails to remedy the defect within the period

specified, the purchaser may proceed to take within a reasonable period such remedial

action as may be necessary, in addition to other recourses available in terms and

conditions of the contract and bidding document.

e) During the warranty period, the bidder shall also be responsible to ensure adequate and

timely availability of spare parts needed for repairing the supplied goods.

f) The warranty on supplied software media, if any, should be at least 90 days.

6.29 Patent Indemnity

a) The supplier/ selected bidder shall, subject to the Purchaser’s compliance with sub-clause

(b) below, indemnify and hold harmless the Purchaser and its employees and officers

from and against any and all suits, actions or administrative proceedings, claims,

demands, losses, damages, costs, and expenses of any nature, including attorney’s fees

and expenses, which the Purchaser may suffer as a result of any infringement or alleged

infringement of any patent, utility model, registered design, trademark, copyright, or

other intellectual property right registered or otherwise existing at the date of the

Contract by reason of: -

1) the installation of the Goods by the supplier/ selected bidder or the use of the

Goods in the country where the Site is located; and the sale in any country of

the products produced by the Goods.

2) Such indemnity shall not cover any use of the Goods or any part thereof other

than for the purpose indicated by or to be reasonably inferred from the

Contract, neither any infringement resulting from the use of the Goods or

any part thereof, or any products produced thereby in association or

combination with any other equipment, plant, or materials not supplied by the

supplier/ selected bidder, pursuant to the Contract.

b) If any proceedings are brought or any claim is made against the Purchaser arising out of

the matters referred to above, the Purchaser shall promptly give the supplier/ selected



bidder a notice thereof, and the supplier/ selected bidder may at its own expense and in

the Purchaser’s name conduct such proceedings or claim and any negotiations for the

settlement of any such proceedings or claim.

c) If the supplier/ selected bidder fails to notify the Purchaser within thirty (30) days after

receipt of such notice that it intends to conduct any such proceedings or claim, then the

Purchaser shall be free to conduct the same on its own behalf.

d) The Purchaser shall, at the supplier’s/ selected bidder’s request, afford all available

assistance to the supplier/ selected bidder in conducting such proceedings or claim, and

shall be reimbursed by the supplier/ selected bidder for all reasonable expenses incurred

in so doing.

e) The Purchaser shall indemnify and hold harmless the supplier/ selected bidder and its

employees, officers, and Subcontractors (if any) from and against any and all suits,

actions or administrative proceedings, claims, demands, losses, damages, costs, and

expenses of any nature, including attorney’s fees and expenses, which the supplier/

selected bidder may suffer as a result of any infringement or alleged infringement of any

patent, utility model, registered design, trademark, copyright, or other intellectual

property right registered or otherwise existing at the date of the Contract arising out of or

in connection with any design, data, drawing, specification, or other documents or

materials provided or designed by or on behalf of the Purchaser.

6.30 Limitation of Liability

Except in cases of gross negligence or wilful misconduct: -

a) neither party shall be liable to the other party for any indirect or consequential loss or

damage, loss of use, loss of production, or loss of profits or interest costs, provided that

this exclusion shall not apply to any obligation of the supplier/ selected bidder to pay

liquidated damages to the Purchaser; and

b) the aggregate liability of the supplier/ selected bidder to the Purchaser, whether under

the Contract, in tort, or otherwise, shall not exceed the amount specified in the Contract,

provided that this limitation shall not apply to the cost of repairing or replacing defective

equipment, or to any obligation of the supplier/ selected bidder to indemnify the

Purchaser with respect to patent infringement.

6.31 Change in Laws & Regulations

Unless otherwise specified in the Contract, if after the date of the Invitation for Bids, any

law, regulation, ordinance, order or bylaw having the force of law is enacted,

promulgated, abrogated, or changed in Rajasthan/ India, where the Site is located (which

shall be deemed to include any change in interpretation or application by the competent



authorities) that subsequently affects the Delivery Date and/ or the Contract Price, then

such Delivery Date and/ or Contract Price shall be correspondingly increased or

decreased, to the extent that the Supplier has thereby been affected in the performance of

any of its obligations under the Contract. Notwithstanding the foregoing, such additional

or reduced cost shall not be separately paid or credited, if the same has already been

accounted for in the price adjustment provisions where applicable.

6.32 Force Majeure

a) The supplier/ selected bidder shall not be liable for forfeiture of its PSD, LD, or

termination for default if and to the extent that its delay in performance or other failure

to perform its obligations under the Contract is the result of an event of Force Majeure.

b) For purposes of this Clause, “Force Majeure” means an event or situation beyond the

control of the supplier/ selected bidder that is not foreseeable, is unavoidable, and its

origin is not due to negligence or lack of care on the part of the supplier/ selected bidder.

Such events may include, but not be limited to, acts of the Purchaser in its sovereign

capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions, and freight

embargoes.

c) If a Force Majeure situation arises, the supplier/ selected bidder shall promptly notify the

RISL in writing of such conditions and cause thereof within 15 days of occurrence of such

event. Unless otherwise directed by RISL, the supplier/ selected bidder shall continue to

perform its obligations under the contract as far as reasonably practical.

d) If the performance in whole or part or any obligation under the contract is prevented or

delayed by any reason of Force Majeure for a period exceeding 60 days, either party at its

option may terminate the contract without any financial repercussion on either side.

e) In case a Force Majeure situation occurs with the RISL, the RISL may take the case with

the supplier/ selected bidder on similar lines.

6.33 Termination

a) Termination for Default

1) The tender sanctioning authority of RISL reserves the right to, without prejudice to

any other remedy for breach of contract, by a written notice of default of at least 30

days sent to the supplier/ selected bidder, terminate the contract in whole or in part:

-

1.1 If the supplier/ selected bidder fails to deliver any or all quantities of the

service within the time period specified in the contract, or any extension

thereof granted by RISL; or



1.2 If the supplier/ selected bidder fails to perform any other obligation

under the contract within the specified period of delivery of service or

any extension granted thereof; or

1.3 If the supplier/ selected bidder, in the judgement of the Purchaser, is

found to be engaged in corrupt, fraudulent, collusive, or coercive

practices in competing for or in executing the contract; or

1.4 If the supplier/ selected bidder commits breach of any condition of the

contract; or

2.4 If the total penalty levied on the CCO in a quarter exceeds 10% of total

billing in that quarter

2) If RISL terminates the contract in whole or in part, amount of PSD and due

payment if any, may be forfeited.

3) Before cancelling a contract and taking further action, advice of senior most finance

person available in the office and of legal adviser or legal assistant posted in the

office, if there is one, may be obtained.

b) Termination for Insolvency

RISL may at any time terminate the Contract by giving a written notice of at least 30 days to

the supplier/ selected bidder, if the supplier/ selected bidder becomes bankrupt or otherwise

insolvent. In such event, termination will be without compensation to the supplier/ selected

bidder, provided that such termination will not prejudice or affect any right of action or

remedy that has accrued or will accrue thereafter to RISL.

c) Termination for Convenience

1) RISL, by a written notice of at least 30 days sent to the supplier/ selected

bidder, may terminate the Contract, in whole or in part, at any time for its

convenience. The Notice of termination shall specify that termination is for

the Purchaser’s convenience, the extent to which performance of the supplier/

selected bidder under the Contract is terminated, and the date upon which such

termination becomes effective.

2) Depending on merits of the case the supplier/ selected bidder may be appropriately

compensated on mutually agreed terms for the loss incurred by the contract if any

due to such termination.

3) The Goods that are complete and ready for shipment within twenty-eight (28)

days after the supplier’s/ selected bidder’s receipt of the Notice of termination

shall be accepted by the Purchaser at the Contract terms and prices. For the

remaining Goods, the Purchaser may elect:



3.1 To have any portion completed and delivered at the Contract terms and

prices; and/or

3.2 To cancel the remainder and pay to the supplier/ selected bidder an

agreed amount for partially completed Goods and Related Services and

for materials and parts previously procured by the supplier/ selected

bidder.

6.34 Settlement of Disputes

a) General: If any dispute arises between the supplier/ selected bidder and RISL during the

execution of a contract that should be amicably settled by mutual discussions. However, if

the dispute is not settled by mutual discussions, a written representation will be obtained

from the supplier/ selected bidder on the points of dispute. The representation so

received shall be examined by the concerned Procurement Committee which sanctioned

the tender. The Procurement Committee may take legal advice of a counsel and then

examine the representation. The supplier/ selected bidder will also be given an

opportunity of being heard. The Committee will take a decision on the representation and

convey it in writing to the supplier/ selected bidder.

b) Standing Committee for Settlement of Disputes: If a question, difference or objection

arises in connection with or out of the contract/ agreement or the meaning of operation

of any part, thereof or the rights, duties or liabilities of either party have not been settled

by mutual discussions or the decision of tender sanctioning Procurement Committee, it

shall be referred to the empowered standing committee for decision, if the amount of the

claim is more than Rs. 50,000/-. The empowered standing committee shall consist of

following members: - (RISL)

Chairman of BoD of RISL : Chairman

Secretary, DoIT&C or his nominee, not below the rank of Deputy Secretary

: Member

Managing Director, RISL : Member

Director (Technical)/ Executive Director, RISL : Member

Director (Finance), RISL : Member

A Legal Expert to be nominated by the Chairman : Member

c) Procedure for reference to the Standing Committee: The supplier/ selected bidder shall

present his representation to the Managing Director, RISL along with a fee equal to two

percent of the amount of dispute, not exceeding Rupees One Lakh, within one month

from the date of communication of decision of the tender sanctioning Procurement

Committee. The officer-in-charge of the project who was responsible for taking delivery of

the goods and/ or service from the supplier/ selected bidder shall prepare a reply of



representation and shall represent the RISL’s stand before the standing committee. From

the side of the supplier/ selected bidder, the claim case may be presented by himself or

through a lawyer. After hearing both the parties, the standing committee shall announce

its decision which shall be final and binding both on the supplier/ selected bidder and

RISL. The standing committee, if it so decides, may refer the matter to the Board of

Directors of RISL for further decision.

d) Legal Jurisdiction: All legal proceedings arising out of any dispute between both the

parties regarding a contract shall be settled by a competent court having jurisdiction over

the place, where agreement has been executed and by no other court, after decision of the

standing committee for settlement of disputes.

6.35 Payment Terms and Schedule

The payments to be made to the CCO will be divided into two components. One, payment for IT

assets which will be transferred to RISL and secondly, quarterly payments on per seat basis.

It is envisaged that the IT infrastructure and applications deployed at the State Data Centre

shall be procured by the CCO and transferred to the RISL. The payment for the same shall be

made as per the following schedule:

S. No. Deliverable Payment %

1 Site 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)


infrastructure (hard and soft) on End

of 4th Quarter (as per Table 1 of



Financial bid format at Annexure 16)


infrastructure (hard and soft) on End

of 8th Quarter (as per Table 1 of

Financial bid format at Annexure 16)

The first quarter will start from the date of go-live. Payments to the bidder shall be made after

successful completion of the quarter and submission of SLA reports as decided by RISL.

i. The supplier’s/ selected bidder’s request for payment shall be made to the purchaser in

writing, accompanied by invoices describing, as appropriate, the goods delivered and

related services performed, and by the required documents pursuant to conditions of the

contract including SLA reports and MIS reports and upon fulfilment of all the obligations

stipulated in the Contract. Receipts of rentals and charges (both toll-free and tolled) will

be submitted for examination and reumbursement

ii. The currency or currencies in which payments shall be made to the supplier/ selected

bidder under this Contract shall be Indian Rupees (INR) only.

iii. All remittance charges will be borne by the supplier/ selected bidder.

iv. Advance payments will not be made.Any penalties and liquidated damages and/or

penalties, as applicable, for delay and non-performance, as mentioned in this bidding

document, will be deducted from the due payments

v. Taxes (work contract tax, service tax, VAT, income tax, etc.), as applicable, will be

deducted at source, from due payments, as per the prevalent rules and regulations.

B. Special Conditions of the Bid

6.36 Service Levels

a. Service Level Requirements

Service Level Agreements (hereinafter referred to as SLA) shall play an important role in

defining the Quality of Services (QoS) for CCC that shall govern the level of service provided

by the CCO. The SLA defined below provide for minimum level of services required as per

contractual obligations based on performance indicators and measurements thereof.

The SLAs shall be tracked on a periodic basis and are envisaged to have penalty clauses on

non-adherence to any of them. The CCO shall submit reports on all the SLA and KPI

parameters to the Purchaser in aSirdance with the specified formats and reporting periods

and provide clarification, if required.



The present SLAs have been worked out on the basis of current expectation. SLA etween

the Purchaser and CCO can be revised after the start of operations at CCC in view of the

experience gained.

b. Service Level Agreement Applicability

A joint agreement and sign-off on the precise definition and reporting mechanism for each

SLA shall be done within 30 days from date of signing of contract.

It must be noted that these SLA parameters are applicable only to Informational and

grievance service requests (applicable for both voice and email) which shall be made

available in the first two year of operations. SLA parameters applicable on Transactional

services shall be defined between CCO and the Purchaser as and when the Purchaser

decides to make transactional services available at CCC. However, for the first three months

from the date of go-live no penalty shall be imposed on the CCO for any SLA defaults

mentioned in order to facilitate stabilization of operations. The experience gained during

this period will be used to fine tune the SLAs, including parameters, targets and penalties, if

required.

c. Service level Agreement (SLA) Parameters

The following are the indicative service level agreement (SLA) parameters (including

targets, penalties etc.)’] while providing contact center services for CCC and the detailed

SLA are provided in Annexure 20:

List of SLAs

a) System Uptime (Voice response available to customer)

b) Average Speed to Answer (ASA)

c) Average Call abandonment rate (unanswered calls by operators)

d) Call Quality Score

e) Customer satisfaction (voice to voice and IVRS)

f) Average handle time (AHT)

g) Email Turnaround Time

h) IVRS updation time

i) Content Updation

j) Agent Placement

SLA calculations shall not take into account downtimes which are attributable to reasons

beyond the control of the CCO like SDC downtime.

d. SLA Change Control

a) General



It is acknowledged that SLAs may change as CCC system evolves over the course of the

contract period. This document also defines the following management procedures:

i. A process for negotiating changes to the SLA

ii. An issue management process for documenting and resolving difficult issues.

iii. RISL and CCO management escalation process to be used in the event that an

issue is not being resolved in a timely manner by the lowest possible level of

management.

Any changes to the levels of service provided during the term of this Agreement will be

requested, documented and negotiated in good faith by both parties. Either party can

request a change. Changes will be documented as an addendum to this SLA and

subsequently, the Contract.

If there is any confusion or conflict between this document and the Contract, the

Tender and its addenda, the Contract will supersede.

b) SLA Change Process

The parties may amend this SLA by mutual agreement in accordance with terms of this

contract. Changes can be processed by either party. The CCO can initiate an SLA review

with PURCHASER. Normally, the forum for negotiating SLA changes will be

Purchaser’s monthly meetings. Unresolved issues will be addressed using the issue

management process.

6.37 Change Requests/ Management and Contract Amendments

a) The RISL may at any time order the supplier/ selected bidder through Notice in

accordance with clause “Notices” above, to make changes within the general scope of

the Contract in any one or more of the following:

i. Drawings, designs, or specifications, where goods to be furnished under the

Contract are to be specifically manufactured for the Purchaser;

ii. The method of shipment or packing;

iii. The place of delivery;

iv. Related services, esp. w.r.t. application functionalities to be provided by the

supplier/ selected bidder. Additional hardware required to address such increased

requirements will be procured by RISL after discussion with the CCO.

b) Contract Monitoring Committee will take all decisions regarding requests for

changes after discussing with successful bidder.

c) The change request/ management procedure will follow the following steps: -



Identification and documentation of the need for the change - The information

related to initiator, initiation date and details of change required and priority

of the change will be documented by RISL.

Analysis and evaluation of the Change Request - Impact of the change in terms

of the estimated effort, changed schedule, cost and the items impacted will be

analyzed and documented by the bidder.

Approval or disapproval of the change request –RISL will approve or

disapprove the change requested including the additional payments for

software development. For 6.37 (a) above, effort estimation shall be done. The

Terms & Conditions and cost to be paid for the resources shall be as per

UIDAI empanelment of Software Solution Providers (Tier-III). The UIDAI

empanelment rates are available at

http://uidai.gov.in/images/FrontPageUpdates/final_empanelment_list_30

_may_2011.pdf. RISL may ask the CCO to deploy software development

resources in Jaipur to address specific requirements.

Implementation of the change – The change will be implemented in

accordance to the agreed cost, effort, and schedule by the bidder.

Verification of the change - The change will be verified by RISL on

implementation of the change request.

All changes outside the scope of supplies agreed to herein which may have

likely financial implications in terms of the overall cost/ time of the project

shall be undertaken by bidder only after securing the express consent of RISL.

In the event that the consent of RISL is not received then the change will not

be carried out.

d) Prices to be charged by the supplier/ selected bidder for any related services that

might be needed but which were not included in the Contract shall be agreed upon in

advance by the parties and shall not exceed the prevailing rates charged to other

parties by the supplier/ selected bidder for similar services.

e) If any such change outside the scope of supplies agreed to herein causes an increase

or decrease in cost of, or the time required for, firm’s performance of any provisions

under the Contract, equitable adjustments shall be made in the Contract Price or

Delivery Schedule, or both, and the Contract shall accordingly be amended. Any

claims by the supplier/ selected bidder for adjustment under this clause must be

asserted within thirty (30) days from the date of the supplier’s/ selected bidder’s

receipt of the Purchaser’s change order.



6.38 Exit Management

a) Preamble

i. The word ‘parties’ include the tendering authority and the bidder.

ii. This Schedule sets out the provisions, which will apply on expiry or termination

of the Project Implementation and Operations and Management of SLA.

iii. In the case of termination of the Project Implementation and/ or Operation and

Management SLA due to illegality, the Parties shall agree at that time whether,

and if so during what period, the provisions of this Schedule shall apply.

iv. The Parties shall ensure that their respective associated entities carry out their

respective obligations set out in this Exit Management Schedule.

b) Transfer of Assets

i. The bidder will transfer all the hardware and software installed at the State

Data Centre (including licenses) under the name of the RISL upon receipt of

70% payment against capital expenditure as detailed under Para 6.35 (S. No. 1

in payments table)

ii. The bidder may continue work on the assets for the duration of the contract and

exit management period which may be a six months period from the date of

expiry or termination of the agreement, if required by RISL to do so. During this

period the bidder will transfer all the assets in good working condition and as

per the specifications of the bid document including the ones being upgraded to

the department/ designated agency. The security deposit/ performance security

submitted by bidder will only be returned after the successful transfer of the

entire project including its infrastructure.

iii. RISL during the operation and management phase shall be entitled to serve

notice in writing to the bidder to provide RISL or its nominated agencies with a

complete and up-to-date list of the assets within 30 days of such notice

iv. Upon service of a notice, as mentioned above, the following provisions shall apply:

In the event, if the assets to be transferred to RISL mortgaged to any

financial institutions by the bidder, the bidder shall ensure that all such

liens and liabilities have been cleared beyond any doubt, prior to such

transfer. All documents regarding the discharge of such lien and liabilities

shall be furnished to RISL or its nominated agencies.

All expenses occurred during transfer of assets shall be borne by the bidder.

That on the expiry of this clause, the bidder and any individual assigned for

the performance of the services under this clause shall handover or cause to

be handed over all confidential information and all other related material in



its possession, including the entire established infrastructure supplied by

bidder to RISL.

That the products and technology delivered to RISL during the contract term

or on expiry of the contract duration should not be sold or re-used or copied

or transferred by bidder to other locations apart from the locations

mentioned in the this bid document without prior written notice and

approval of RISL. Supplied hardware, software & documents etc., used by

bidder for RISL shall be the legal properties of RISL.

c) Cooperation and Provision of Information

i. During the exit management period

The bidder will allow RISL or its nominated agencies access to the

information reasonably required to define the current mode of operation

associated with the provision of the services to enable RISL or its nominated

agencies to assess the existing services being delivered.

The bidder shall provide access to copies of all information held or controlled

by them which they have prepared or maintained in aSirdance with the Project

Implementation, the Operation and Management SLA and SOWs relating to

any material aspect of the services provided by the bidder. RISL or its

nominated agencies shall be entitled to copy all such information comprising

of details pertaining to the services rendered and other performance data.

The bidder shall permit RISL or its nominated agencies and/ or any

Replacement Operator to have reasonable access to its employees and

facilities as reasonably required by RISL or its nominated agencies to

understand the methods of delivery of the services employed by the bidder

and to assist appropriate knowledge transfer.

d) Confidential Information, Security and Data

i. The bidder will promptly on the commencement of the exit management period

supply to RISL or its nominated agencies the following:

Documentation relating to Intellectual Property Rights;

Project related data and confidential information;

All current and updated data as is reasonably required for purposes of RISL

or its nominated agencies transitioning the services to its replacement bidder

in a readily available format nominated by RISL or its nominated agencies;

and



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



following aspects of exit management in relation to the SLA as a whole and in

relation to the Project Implementation, the Operation and Management SLA and

SOWs.The Exit Management Plan must include, but not be limited to:

• Address all legal regulations and requirements

• Listing/obtaining of office space, furniture, equipment, telephone and data

lines

• Installation of any furniture, equipment, telephone and data lines

• System Security and Security aspects related to a safe environment for staff

and customers

• Transfer and organization of documentation

• Transfer of electronic data

• Coordination of enabling or disabling of logon IDs

• Establishing or terminating contracts for other services

• Implementation of standard operating procedures, generally accepted

accounting procedures, generally accepted audit standards, and security over

the computer system

• Training of staff

• Risk analyses and their proposed solution(s), and their assessment for the

transition

• Transfer of services including cutover dates

• The End-To-End Performance Testing Period

• Staffing

• Hardware and/or Software Tools

• Hardware and Software platforms utilized

ii. A detailed program of the transfer process that could be used in conjunction with a

replacement operator including details of the means to be used to ensure continuing

provision of the services throughout the transfer process or until the cessation of

the services and of the management structure to be used during the transfer; and

iii. Plans for the communication with such of the bidder's, staff, suppliers, customers

and any related third party as are necessary to avoid any material detrimental

impact on RISL operations as a result of undertaking the transfer; and

iv. If applicable, proposed arrangements and Plans for provision of contingent support

in terms of business continuance and hand holding during the transition period, to

RISL or its nominated agencies, and Replacement Operator for a reasonable period,

so that the services provided continue and do not come to a halt.

v. The Bidder shall re-draft the Exit Management Plan annually after signing of

contract to ensure that it is kept relevant and up to date.



vi. Each Exit Management Plan shall be presented by the bidder to and approved by

RISL or its nominated agencies.

vii. In the event of termination or expiry of SLA, Project Implementation, Operation

and Management SLA or SOWs each party shall comply with the Exit Management

Plan.

viii. During the exit management period, the bidder shall use its best efforts to deliver

the services.

ix. Payments during the Exit Management period shall be made in aSirdance with the

Terms of Payment Clause.

x. It shall be the responsibility of the bidder to support new operator during the

transition period.



ANNEXURE-1: FORMAT FOR SUBMISSION OF PROJECT REFERENCES 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



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



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



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



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



S.

No.

Department S.

No.

Service

13.4 List of super specialty diseases and critical illness for

free cash less transactions in hospitals

14. Election 14.1 Information on Election dates, result dates, etc

14.2 Information on inclusion / update in the electoral

list

14.3 Information on Electoral offices

15. Urban

Development

15.1 Approval for building plans

15.2 Application for water tap connection

15.3 Issue of NOC for change of land use

15.4 Approval for layout plans

15.5 Information regarding constructions of roads /

drains / street lights

16. Home (Police) 16.1 Location details of nearest Police station

16.2 Procedure for applying for NOC for shifting vehicle

from Rajasthan to other states

16.3 Application procedure for Police Clearance

Certificate

16.4 Information regarding Awareness Programs

regarding Drunken driving, Terrorism, security

measures, etc

16.5 Information regarding emergency numbers

16.6 Application procedure for Arms License

16.7 Renewal of Arms license

16.8 Information regarding verification of domestic help,

tenants, job seekers, etc

17. Registrations &

stamps

17.1 Procedure of application for Encumbrance

Certificate



S.

No.

Department S.

No.

Service

17.2 Procedure for registration of documents for both

movable and immovable properties

17.3 Information regarding point of sale of stamp papers

17.4 Information regarding market valuation of

properties and applicable stamp duty

18. Agriculture 18.1 Commodity/ mandi Marketing Information

18.2 Daily prices of fruits and vegetables

18.3 Weather forecasting at the district level for short

term and medium term

18.4 Availability of Seeds

19. Industries 19.1 Registration / License procedure

19.2 Procedure for Provisional Registration for small

scale Industries

19.3 Permanent Registration Certificate

19.4 Application procedure of IL(Industrial License) for

Licensed Items

20. Collectorate 20.1 Caste Certificate

20.2 Income Certificate

20.3 Local Resident (Domicile) Certificate

20.5 No Objection Certificate - Nazul

20.5 Process to obtain Nakal of a document

*Bidders to note that the above mentioned services are not exhaustive in nature and

are only meant as an indicative list. Purchaser may at its sole discretion either

increase or decrease the range of services offered through the call center.

In the first two year of operations, CCC shall provide only informational and grievance services.

The scope and time plan for enablement and implementation of transactional services shall be

decided by the State at a later stage.



ANNEXURE-3: BILL OF MATERIAL (BoM)

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



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



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



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



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




f) Query details

g) Date

h) Department Name

i) Assigned to

6. It should be integrated with CCC database which will store the caller's information.

7. CRM should support the content management containing scripts and FAQ's for

informational services. It should also provide a search facility to the agent to search

query in the maintained FAQ's.

8. CRM should provide access to update the FAQ's periodically.

9. It should support to record all new queries asked by callers.

10. Customer Relationship Management must generate a Unique Service request

Number that shall be provided to the caller. This Unique Service request should be

so designed to ensure its uniqueness across the complete solution.

11. When a new query record is created, an e-mail/sms can be automatically sent to the

caller confirming that a new case record has been created with a unique service

request number, name of the caller and query name with query status.

12. CRM should support SMS/email facility on the change in the status (open, pending,

closed etc) of the query of the caller. A SMS should be send to the caller with the

service request no, name of the caller, query name with query status.

13. The Agent must have facility to mark calls as call back on a certain date & time etc

with his specific remarks in detail in CRM. System should inform the agent(who is

free for follow-up) for call back on reminder date and time.

14. It should allow the system to provide the status of the query to the caller through

voice and/or SMS (in response to customer’s SMS)

15. When new case (queries) records are created, they can be automatically assigned to

the appropriate person using predefined assignment rules. When cases(queries) are

assigned to someone, this person can be automatically notified of the case via e-

mail.

16. CRM should support workflow engine which will help in implementation of case

management activities. Based on workflow, case records can be automatically

assigned to a work queue (using predefined assignment rules)

17. CRM should automatically notify via email about the escalated case to all of the

people who comes under escalation rules.

18. CRM should support the escalation rules applies for non-closure of query

within a certain period of time

19. It should support case escalation rules can be defined that will control the

automatic escalation of a case when specified conditions are met

20. It should support a configurable case "status" data field which is used to track the




status of each case(e.g., new, escalated, on-hold, closed, etc)

21. CRM should support a case record which is created or updated, a history record (of

the change) is automatically created and associated with the case

22. It should allow agent to close the call by changing the status of service request to

"Closed". System should automatically send an email/SMS to caller and email to the

concerned department about the closure of the query.

23. When Agent makes the call to inform caller about the query, all the caller details

will be available on his screen like Caller name, service request no, status, query,

date & time of query etc in CRM.

24. It should allow search feature to search the query by its service request number,

name of caller, mobile/phone number.

25. CRM should support mass email/SMS facility that can be used to send out

responses to many people encountering the same problem.

26. It should support for "call back" option in the event of long call waiting.

27. It should define automatic routing and escalation (routing to a supervisor) of a

work item as a result of a trigger activating.

28. It should have ability for screen customization to reflect agent preferences or

specific service requirements. Agents should be able to select the categories they

want on their personal screen(s) – such as task and service information – as well as

filters to be used – such as “show all service requests”, "overdue service request"

“just open service requests,” and “just service requests submitted in the last 7 days.”

29. It should support the document management which will send the documentation to

the caller in the form of existing Government documents, email, custom letters etc.

30. CRM should support all the templates email, SMS, government forms that are

maintained in the document management system.

31. It should support Alert mechanism. Whether the alerts are posted through an e-

mail or SMS system, shown as a pop-up window or created and routed as a special

work item.

32. It should support the audit trail of the alerts that are triggered along the process.

33. It should support integration of line of business applications with CRM application

34. It should provide comprehensive tracking of caller interaction and agents activities.

35. The application must be configured to support more than one active session for a

call center user so as to support more than one concurrent caller at a given time

during escalation.

36. It should support the workforce management. It should be able to forecast the

volumes of staff requirements by using such service standards as the grade of

service, average waiting times and the average time needed to handle each customer

contact, including wrap activities.

37. System should have an authentication mechanism before grievance status details




are shared with the caller.

38. Unique user id and password should be provided to the designated officers of

Purchaser.

39. Content management should be integrated with CRM and maintain call centre

procedures.

40. CRM system should support auxiliary codes to enable call centre agents to indicate

their current mode of operation (i.e. Available/Unavailable/Wrapping Up/At

Lunch, etc…) and the same must be reflected in the reporting tool.

41. Agent should be able to access the e-sugam via same desktop from which it is

logging call for informational services.

42. All logged tickets/ calls should follow the escalation mechanism defined in the

standard operating procedure

43. System databases will be used to manage caller account and other information,

which will be used to collect, track, and report caller service requests and service

delivery.

b) Computer Telephony Integration and Automatic Call Distributor


S. No. Functional Requirements –CTI(Computer Telephony Integration)

1. It should be able to link ACD, IVR, call recording etc. to information held on a CRM

database about the inbound caller.

2. It should be able to support the following information messages and options that

are relayed to voice callers while they are waiting in queues or put on hold by the

contact centre agent, including but not limited to:

a) Marketing messages(Later Stages of CCC implementation)

b) Music

c) Specific message after configurable time (i.e. Voice Mail)

3. It should transfer relevant information about the individual caller and the IVR

dialog from the IVR to the agent desktop using a screen pop based on CLI(Caller

Line Identification)/ANI (Automatic Number Integration)/DNIS (Dialled Number

identification sequence) when caller got connected.

4. It should be suitably integrated with CRM and other communication media

(phone/email/SMS) to send/receive data which needs to be populated on agent

screen and must also update the IVRS usage details into the CRM as the caller

traverses through the IVRS and reaches the agent.

5. CTI should perform following functions including but not limited to:-

a) It indicates that the call has entered the setup phase.

b) Call is conCCOdered as delivered when the call starts ringing

c) Call establishes when call is answered.



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



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.



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



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




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




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



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



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



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



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



Case I: Service request is for Informational services provided

The primary source of information for the agents shall be the CRM database. The call flow follows

the below mentioned process:-

a) Agents will access the FAQs (Knowledge Management System) created by the CCO while

answering the citizens’ queries.

b) If a call centre agent is unable to answer any query then a call will be logged for the

information requested by the citizen. The application shall automatically generate the

unique service request number for the unresolved query. The unique service request

number shall be forwarded to the nodal officer of the concerned department through

email. The same service request number shall be shared with the citizen through SMS

and/or email (as available) for further tracking of the request. Agent will also call the

nodal officer of the concerned department and inform about the query raised against the

department.

c) For the unresolved queries, there shall be a separate escalation matrix for each

participating departments. The escalation matrix and time resolution for the unresolved

queries shall be finalized for each service after discussions between RISL and relevant

Departments before the Go-Live of CCC Services. SLAs of the CCO shall not take into

account the time taken by a Department in responding to queries for manual

applications, ie, for queries where the CCO does not have online /database access to

query information and is dependent on the relevant department to manually search for

the information requested by a citizen.

d) The concerned department officer may also call the call centre agent and answer the

raised query. The call shall be recorded for future reference purpose.

e) The CCO agent shall then call the concerned citizen and answer the query. The CCO

agent shall close the call in the call centre application. A call is considered to be closed

only when the query(s) have been answered by the agents and a confirmation has been

obtained verbally from the citizen to close the call.

In cases where a citizen asks for information regarding a department whose services are not

being provided at CCC currently, based on appropriate procedures defined, the agent may

provide the relevant contact information of the concerned department to the citizen or transfer

the call to the concerned call centre after permission from the customer.

Case II: Service request is for Grievance services provided under CCC

Grievances are logged through existing e-sugam application and the agents shall be given access

to the same for recieving citizen grievances and logging the same in the e-Sugam application. The

call flow follows the below mentioned process:-



a) The CCO Agent shall access the e-sugam application through his/ her log in. The CCO

agent shall fill the application form under e-sugam application. The e-Sugam shall

automatically generate the unique service request number for the filed grievance and the

grievance shall be dealt as per process defined under e-Sugam with regular followups

from the CCO. The unique service request number shall be forwarded to the nodal

officer of the concerned department thorugh email.

b) The agent shall also log the call for grievance in the CRM database of the CCO and a

second unique number which is specific to the CCO shall be generated and given to the

citizen. Both the service request numbers shall be shared with the citizens, through SMS

and/or email for further tracking of the request. Agent will also call the nodal officer of

the concerned department and inform about the grievance filed against the department.

c) The escalation matrix and time resolution for the unaddressed grievances shall be

finalized after discussions between RISL and relevant Departments before the Go-Live of

CCC Services.

d) The concerend department officer may also call the call centre agent and answer/ update

the status of the filed grievance. The call shall be recorded for future reference purpose.

e) The CCO agent shall then call the concerned citizen and answer/update about the

grievance. The CCO agent shall close the call in the call centre application.

Case III: Service request is for other Government call centre

a) In such cases, the call shall be forwarded to the other call centre after permission from

the customer. However, this facility shall be available only for the identified set of call

centres which include both Centre as well as State level centres. In case the concerned

department does not have a call centre, the agent may, based on the procedures defined,

provide relevant contact information of the department/ service owner to the citizen.

b) In such cases, all the SLAs, call charges, terms and conditions, etc of the respective

centres shall be applicable and the role of CCC shall only be restricted to forwarding of

the call.

c) All the interaction details of calls shall be updated and saved in the CRM database. This

database shall enable the agent to recognize and provide a more personalized service to

the citizen during his / her next call

d) The solution provided to the CCO's by the relevant department, shall be recorded by the

CCO for audit purposes. All citizen queries resolved to by the CCAs shall be

communicated to the citizens through outbound calls to the citizens



ANNEXURE 7- TEAM PROFILE AND TRAINING REQUIREMENTS

Team Profile- Educational Qualifications and Experience Requirements

It is proposed that the team at CCC shall constitute of agents, project managers and content

managers with the following profiles:

a) Project manager - The Project Manager shall be responsible for overall operations of

CCC and shall be the single point of contact with State Nodal Agency and State

Departments. The individuals designated to perform the role of Program Manager/

Project manager should have adequate relevant experience in managing operations of

such scale. The responsibilities include managing CCC operations by interfacing with

internal operational and technical staff to ensure successful conduct, provide inputs and

recommendations where applicable and maintain quality assurance.

The educational qualifications and experience requirement of a project manager shall be

at minimum as follows:

Educational

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



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


3 Years (in software development

projects)

Software Designer BE/B.Tech/MCA with


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:



a) Develop, conduct and maintain a comprehensive and continuous training program

providing agents with the appropriate knowledge and current information to perform

services required.

b) Ensure that all staff is trained in state and local policies, procedures and department

operations, with approval/agreement by the State

c) Develop and update training manuals and training records on regular intervals

d) Provide copies of all training materials to Purchaser on an ongoing basis

e) Implement a procedure and schedule for ongoing training, refresher training

f) Conduct training that shall include (but not be limited to):

Sensitivity awareness training

Projecting positive and helpful attitude

Communicating with confidence and competence

Adhere to confidentiality policies and procedures

Customer Service Enhancement

g) Any training required for addition of new services and certain familiarization

throughout the term of the contract shall be at the cost and responsibility of CCO.

h) Training shall consist of, at a minimum:

Introduction and purpose of the services

History or background information

Familiarity, Call content

Script familiarity

Role-play activities

Production and Quality measurement criteria

Oral Quiz

Written test

Review



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

Name of the Company/Firm:

Tender Fee Receipt No. __________________Dated____________for Rs.________________/-

Name of Person(s) Representing the Company/ Firm:

Name of Person Designation Email-ID(s) Tel. Nos. & 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.



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: ___________________________



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

bidder}

To,

{Tendering Authority},

______________________________,

______________________________,

I/ We {Name/ Designation} hereby declare/ certify that {Name/ Designation} is hereby

authorized to sign relevant documents on behalf of the company/ firm in dealing with Tender/

NIT reference No. ______________________ dated _________. He/ She is also

authorized to attend meetings & submit technical & commercial information/ clarifications as

may be required by you in the course of processing the Bid. For the purpose of validation, his/

her verified Signatures are as under.

Thanking you,

Name of the Bidder: - Verified Signature:

Authorised Signatory: -

Seal of the Organization: -

Date:

Place:

Note: Please attach the board resolution / valid power of attorney in favour of person Signing

this authorizing letter.



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

bidder}

To,


______________________________,

______________________________,

In response to the Tender/ NIT Ref. No. _____________________________ dated

___________ for {Project Title}, as an Owner/ Partner/ Director of

________________________________________, I/ We hereby declare that

presently our Company/ firm ___________________, at the time of bidding, is having

unblemished record and is not declared ineligible for corrupt & fraudulent practices either

indefinitely or for a particular period of time by any Central/ State/ Semi-Government/ or

other Govt. subsidiaries including autonomous bodies in India.

If this declaration is found to be incorrect then without prejudice to any other action that may

be taken, my/ our security may be forfeited in full and our bid, to the extent accepted, may be

cancelled.

Thanking you,

Name of the Bidder: -



Date:

Place:



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

the bidder}

To,


______________________________,

______________________________,

CERTIFICATE

This is to certify that, the specifications of Hardware & Software which I/ We have mentioned

in the Technical bid, and which I/ We shall supply if I/ We am/ are awarded with the work, are

in conformity with the minimum specifications of the Tender/ bidding document and that

there are no deviations of any kind from the requirement specifications.

Also, I/ we have thoroughly read the tender/ bidding document and by signing this certificate,

we hereby submit our token of acceptance to all the tender terms & conditions without any

deviations.

I/ We also certify that the price I/ we have quoted is inclusive of all the cost factors involved in

the end-to-end implementation and execution of the project, to meet the desired Standards set

out in the Tender/ bidding Document.

Thanking you,

Name of the Bidder: -



Date:

Place:



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

{To be filled by the OEMs and to be signed by the authorized signatory. Evidence to substantiate that

the signatory is an authorized signatory has to be attached.}

To,


______________________________,

Subject: Issue of the Manufacturer’s Authorisation Form (MAF)

Reference: NIT/ RFP Ref. No. _____________________ dated ________

Sir,

We {name and address of the OEM} who are established and reputed original equipment

manufacturers (OEMs) having factories/ offices at {addresses of manufacturing/ office

location} do hereby authorize {M/s __________________________} who is our

{Distributor/ Channel Partner/ Retailer/ Others <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:



ANNEXURE-14: UNDERTAKING ON AUTHENTICITY OF COMPUTER

EQUIPMENTS

{to be filled by the bidder (On Rs. 100/- Non-judicial stamp paper)}

To,


______________________________,

Reference: NIT No. :___________________________________ Dated:__________

This has reference to the items being supplied/ quoted to you vide our bid ref. no.

__________ dated ___________.

We hereby undertake that all the components/ parts/ assembly/ software used in the

equipment shall be genuine, original and new components /parts/ assembly/ software from

respective OEMs of the products and that no refurbished/ duplicate/ second hand

components/ parts/ assembly/ software are being used or shall be used. In respect of licensed

operating system, we undertake that the same shall be supplied along with the authorized

license certificate with our name/logo. Also, that it shall be sourced from the authorized source

for use in India.

In case, we are found not complying with above at the time of delivery or during installation,

for the equipment already billed, we agree to take back the equipment already supplied at our

cost and return any amount paid to us by you in this regard and that you will have the right to

forfeit our EMD/ SD/ PSD for this bid or debar/ black list us or take suitable action against us.

Authorized Signatory

Name:

Designation:



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

Please fill the following BOM for all the offered components.

S.No.

Product Details

(make and model)

Detailed

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)



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

eProc website with a Cover Letter on his letter head}

To,

The Managing Director,


Yojana Bhawan, Tilak Marg, C-Scheme,

Jaipur (Raj.)

Reference: NIT No. :___________________________________ Dated:__________

Dear Sir,

We, the undersigned bidder, Having read & examined in detail, the Bidding Document, the

receipt of which is hereby duly acknowledged, I/ we, the undersigned, offer to supply/ work as

“System Integrator/ Implementing Agency” as per the defined Scope of the work & in

conformity with the said bidding document for the same. We hereby offer our best price as per

the details below and shall be valid as per the details mentioned in the NIT.

I / We undertake that the prices are in conformity with the specifications/ requirements

prescribed. The price quotes is inclusive of all cost likely to be incurred for executing this work.

The prices are inclusive of all type of govt. taxes/duties.

I / We undertake, if our bid is accepted, to deliver the goods & services in accordance with the

requirements of RISL.

I/ We hereby declare that, in case, the contract is awarded to us, we will submit the

performance security of Rs. _________________ for the due performance of contract and

in the form prescribed by RISL.

I / We agree to abide by this bid for a period of ______ days after the last date fixed for bid

submission and it shall remain binding upon us and may be accepted at any time before the

expiry of that period.



Until a formal contract is prepared and executed, this bid, together with your written

acceptance thereof and your notification of award shall constitute a binding Contract between

us.

I/ We hereby declare that our bid is made in good faith, without collusion or fraud and the

information contained in the bid is true and correct to the best of our knowledge and belief.

We understand that you are not bound to accept the lowest or any bid you may receive.

We agree to the terms & conditions mentioned in the bidding document.

Date:

Authorized Signatory

Name:

Designation:



Pricing Table

TABLE 1: CAPITAL EXPENDITURE (CAPEX) COSTING(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



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



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



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.



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) ………………………….



In presence of:

WTTNESS (with full name, designation, address & official seal, if any)

(1) ………………………………………

………………………………………

(2) ………………………………………

………………………………………

Bank Details

Name & address of Bank :

Name of contact person of Bank:

Contact telephone number:

GUIDELINES FOR SUBMISSION OF BANK GUARANTEE

The Bank Guarantee shall fulfil the following conditions in the absence of which they cannot

be considered valid: -

1. Bank Guarantee shall be executed on non- judicial stamp paper of applicable value

purchased in the name of the bank.

2. Two persons should sign as witnesses mentioning their full name, designation, address

and office seal (if any).

3. The Executor (Bank Authorities) may mention the power of attorney No. and date of

execution in his/ her favour authorizing him/ her to CCOgn the document. The Power of

Attorney to be witnessed by two persons mentioning their full name and address.

4. The Bank Guarantee should be executed by a Nationalised Bank/ Scheduled Commercial

Bank only.

5. Non – Judicial stamp paper shall be used within 6 months from the date of Purchase of the

same. Bank Guarantee executed on the non-judicial stamp paper after 6 (six) months of

the purchase of such stamp paper shall be treated as non-valid.

6. The contents of Bank Guarantee shall be strictly as per format prescribed by RISL

7. Each page of Bank Guarantee shall bear signature and seal of the Bank and B.G. number.

8. All corrections, deletions etc. in the Bank Guarantee should be authenticated by signature

of Bank Officials signing the Bank Guarantee.

9. Bank should separately send through registered post/courier a certified copy of Bank

Guarantee, mentioning Bid reference, Bid title and bidder name, directly to the Purchaser

at the following address:



BANK GUARANTEE FORMAT – PERFORMANCE SECURITY (PBG)

(To be stamped in aSirdance with Stamp Act and on a Stamp Paper purchased from 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



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)



ANNEXURE-18: DRAFT AGREEMENT FORMAT

{to be mutually signed by bidder and tendering authority}

An agreement made this______ (enter date of Agreement)__between__(enter your firm’s

name & address)__(hereinafter called "the approved supplier", which expression shall, where

the context so admits, be deemed to include his heirs, successors, executors and

administrators of the one part and the RISL which expression shall, where the context so

admits, be deemed to include his successors in office and assigns of the other part.

Whereas the approved supplier has agreed with the RISL to supply to the Managing Director,

RISL, Yojana Bhawan, C-Scheme, Jaipur, Rajasthan on behalf of (enter name of client

organisation) to its various Offices as well as at its branch offices throughout Rajasthan, all

those articles set forth in our Work Order No. _________ Dated __________ appended

hereto in the manner set forth in the conditions of the bidding document and contract

appended herewith and at the rates set forth in the said order.

And whereas the approved supplier has deposited a sum of Rs._____________ in the form

of: -

a) Cash/ Bank Draft No./ Banker Cheque/ Bank Guarantee

No.____________________ dated._________ valid upto _____________.

b) Post Officer Savings Bank Pass Book duly hypothecated to the Departmental authority.

c) National Savings Certificates / Defence Savings Certificates / Kisan Vikas Patras or any

other script / instrument under National Saving Schemes for promotion of Small

Savings, if the same can be pledged under the relevant rule. (The certificates being

accepted at surrender value) as security for the due performance of the aforesaid

agreement which has been formally transferred to RISL.

Now these Presents witness:

1) In consideration of the payment to be made by the RISL through cheque/ DD at the

rates set forth in the Work Order hereto appended the approved supplier will duly

supply the said articles set forth in our Work Order No.___________ dated

___/___/20___ thereof in the manner set forth in the NIT, Tender Form, Instructions

to Bidders, Terms of Reference, General and Special Conditions of the Tender and

Contract, Technical Bid and Financial Bid along with their enclosures.

2) The NIT, Tender Form, Scope of Work, General and Special Terms & Conditions of the

Tender and Contract, Technical Bid and Financial Bid along with their enclosures

enclosed with the Tender Notice No._____ dated.___/___/20___ and also appended



to this agreement will be deemed to be taken as part of this agreement and are binding

on the parties executing this agreement.

3) Letter Nos._______________ dated __________ received from {bidder} and

letter Nos. _____________ Dated ____________ issued by the RISL and

appended to this agreement shall also form part of this agreement.

4) The RISL do hereby agree that if the approved supplier shall duly supply the said

articles in the manner aforesaid observe and keep the said terms and conditions,

the RISL will through cheque/ DD pay or cause to be paid to the approved supplier at

the time and the manner set forth in the said conditions, the amount payable for each

and every consignment.

5) The mode of payment will be as specified in this bidding document/ work order.

The prescribed scope of work/ requirement of services and deployment of technical resources

shall be effected and completed within the period as specified in the Work Order.

In case of extension in the delivery and/ or installation period/ completion period with

liquidated damages, the recovery shall be made on the basis of following percentages of value

of stores/ works which the bidder has failed to supply or complete the work.

Delay in Go-Live: In case of delay in go-live beyond the timeline specified in Para 4.1.1.2,

liquidated damages shall be applicable on Capital expenditure plus one equated quarterly

payment for operating expenditure

Condition LD %

Delay of more than one month of the prescribed timeline of Go-live 2.5 %

Delay of more than two months of the prescribed timeline of Go-live 5.0 %

Delay of more than three month of the prescribed timeline of Go-live 7.5 %

Delay of more than four months of the prescribed timeline of Go-live 10.0 %

a) Fraction of a day in reckoning period of delay in supplies, successful installation and 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.



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



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)



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



S.

No.


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



S.

No.


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.



S.

No.


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.



b) Computer Telephony Integration and Automatic Call Distributor


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.



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



S.

No.


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



S.

No.


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



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



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



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



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)



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



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



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



S.

No.

Non-Functional Requirements –Workflow Compliance

(Y/N)

SMTP for sending out answers to queries and IMAP for receiving

the queries


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




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


<80% calls

attended within 20

seconds from the





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




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





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


with the service





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


with the service


<15% of calls made

for feedback

register


with the service





Period

Measurement

Interval

Reportin

g period

Target Penalty

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




Period

Measurement

Interval

Reportin

g period

Target Penalty

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.




Period

Measurement

Interval

Reportin

g period

Target Penalty

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




Period

Measurement

Interval

Reportin

g period

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