request for proposalssocialwelfarejhar.gov.in/sites/default/files/rfpwomenhelpline181.pdf ·...
TRANSCRIPT
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REQUEST FOR PROPOSALS
RFP No.PRO-JWDS/01/2017-18
Selection of Consulting Services for:
“Management, implementation and technology partnership for establishment of
Helpline for Women in distress and Women who are victim of violence
integrated with 181-of CM Jansamvad Kendra.”
Client: Department of Women, Child Development and Social Security
Government of Jharkhand
Address: Directorate of Social Welfare,
2nd Floor, Engineers' Hostel, Sector-III, Dhurwa,
Ranchi – 834004, Jharkhand
Tel: 0651-2400749
Fax: 0651-2400893
E-mail:[email protected], [email protected]
Country: India
Issued on: 25/09/2017
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Government of Jharkhand
Department of Women, Child Development and Social Security
(Directorate of Social Welfare)
Engineers’ Hostel, 2nd Floor, Sector-III, H.E.C, Dhurwa, Ranchi – 834 004
(Ph. - 0651- 2400749 / Fax - 2400893)
e-Tender Reference no
Name of the work:
Management, implementation and technology
partnership for establishment of Helpline for
Women in distress and Women who are
victim of violence integrated with 181-of CM
Jansamvad Kendra.
Name of purchaser : DIRECTOR, SOCIAL WELFARE, GOVT. OF
JHARKHAND, RANCHI
Date of publication of Tender on website 25-09-2017
Date of pre bid meeting : (12:30 PM) IST, Date : 04-10-2017
Last date for submission of
EMD, bid document :
(05:00 PM) IST, Date: 23-10-2017
Last date and time for
Submission of bid online :
(05:00 PM) IST, Date 23-10-2017
Time and date of opening
Of bids :
(11:30 AM) IST, Date 25-10-2017
Address for communication
DIRECTORATE OF SOCIAL WELFARE
2ND FLOOR, ENGINEERS’ HOSTEL,
HEC,SEC-III, DHURWA, RANCHI-834004
Issuing department Department of Women and Child Development,
Government of Jharkhand
Contact person details
Dr. Jyoti Kumari Jha, Assistant Director,
Department of Women and Child Development,
Government of Jharkhand
Mobile Number: 9431323556
Brief description of tender
Department intends to select an Agency for
Management, Implementation and technology
partnership for establishment of Helpline for
Women in distress and Women who are victim of
violence integrated with 181- CM Jansamvad for
the Department of women, child development and
social security, government of Jharkhand for a
period of 1 year.
Earnest Money Deposit
Rs 70000 (Rs. Seventy Thousand Rupees
only)drawn from, any nationalized bank in favour
of Director Social Welfare, Government of
Jharkhand, payable at Ranchi to this office before
deadline for submission of tender
# The prospective bidders should send their pre-bid queries to the [email protected],
[email protected] citing the details of RFP clause. Pre-bid queries received after stipulated
timeline shall not be considered.
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Abbreviations
CCE Call Center Executive
CRM Customer Relationship Management
CLI Caller Line Identification
CERT-In Computer Emergency Response Team – India
EPABX Electronic Private Automatic Branch Exchange
EMD Earnest Money Deposit
FMS Facility Management Services
GUI Graphical User Interface
IA Implementing Agency
ICT Information and Communications Technology
IVRS Interactive Voice Response System
LAN Local Area Network
LOI Letter of Intent
O&M Operation and Maintenance
PRI Primary Rate Interface
SI System Implementer
SOP Standard Operating Procedures
SLA Service Level Agreement
UAT User Acceptance Testing
DWCDSS Department of Women, Child Development & Social Security
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Universalization of Women Helpline Schemes and 181 call centre
181-Women Helpline is intended to provide 24 hours immediate and emergency response to women
affected by violence through referral (linking with appropriate authority such as police, One Stop
Centre, hospital and information about women related government schemes programs across the
state through a single uniform number.
181-Women Helpline (WHL) will be linked with One Stop Centre (OSC) to provide integrated
support and assistance to women affected by violence, both in private and public spaces under one
roof. Women affected by violence and in need of redressal services will be referred to OSC through
WHL. Presently there are three OSC has been operationalized in Ranchi, Jamshedpur, Dhanbad and
further it will be scaled up with one OSC at each District of Jharkhand.
181-Women Helpline comprises of an Integrated Grievance Redressed System providing a single
platform for citizens to log, monitor and register their grievances. It will converge with various
versatile mode of communication like Mobile, SMS, E-mail & Website to register, track, and resolve
grievances.
Under the 181-WHL, the state will have a dedicated single state number. It is envisaged that this
number would be compatible with all the existing telecommunication channels whether providing
post/pre paid mobile or landline services through any public or private network i.e. GSM, CDMA,
3G, 4G etc. All the state/ district/ city level helplines whether private or public would be integrated
with this women helpline.
This Helpline, will operate from the hired premises whose management cost will be provided by
DWCDSS. This premise need to be centrally located, easily accessible and women friendly and will
work round the clock in three shifts i.e. 1st shift from 6:00 A.M to 2:00 P.M; 2nd shift from 2:00 P.M
to 10:00 P.M and 3rd shift from 10:00 P.M to 6:00 AM with preferably women deployed for
receiving the calls on different issues and addressing the grievances. The built in intelligent system
ensures that the grievance is recorded and disposed by the use of ICT which automatically tracks and
pursues the status of call/grievance with the action taking authority. To dispose a particular
complaint, only the concerned official can update the database either through return SMS, email or
from the web portal. If no action is initiated by the concerned official, the ICT tool should
automatically directs the complaint to the higher action taking authorities. It should have built in
MIS for administrators to identify the performance of their offices and officers there in for taking
preventive actions.
Objective
DWCDSS through this 181-WHL setup intends to enable the women in distress to communicate
their state of distress or complaint through 181 service for taking up their matter with respective
department /service. The objective of the helpline center is to strengthen the measures for safety of
women in Jharkhand. DWCDSS has the following objectives for the 181-WHL:
• To provide toll-free 24-hours telecom service to women affected by violence seeking support
and information.
• To facilitate crisis and non-crisis intervention through referral to the appropriate agencies
such as police/Hospitals/Ambulance services/District Legal Service Authority
(DLSA)/Protection Officer (PO)/One Stop Centre (OSC)/ District Child Protection Unit
(DCPU).
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• To provide information about appropriate support services, government schemes and
programs available to the women affected by violence, in her particular situation within the
local area in which she resides or is employed.
DWCDSS is seeking proposal to set-up and manage end to end facilities of 181-Women Helpline
Center. The requirement entails for handling calls through EPABX system, Head Phones, IVRS and
CRM Software with call recording facilities which will be integrated to a web application for the
call/grievance handling 181 of CM and its integration with One Stop Centre.
Services
Type of Service Description
Violence Against Women
(VAW) Redressal
As soon as an aggrieved woman or somebody on her
behalf will contact WHL, her information would be
attended by the call responder appointed there. Based on
the urgency and the requirements explained by the caller,
the responder will refer her to the relevant support
services like medical aid, police assistance or connect her
to OSC for professional counseling, shelter, legal aid etc.
If the woman needs to be rescued from a violent situation
or is in urgent need of medical assistance then the PCR
Van from the nearest police station or ambulance from
nearest hospital/ 108service would be intimated.
Information of Women
Empowerment Schemes
and programs
WHL will provide timely information about the laws,
existing schemes and government programs related to
women empowerment and protection. Any woman in
need of such information or someone on her behalf may
call WHL which will provide this information or refer the
woman to the relevant department to access the same.
WHL will also provide guidance to women about
processes to be adopted for accessing benefits of these
schemes and programs.
Instructions to Bidders 1) Pre-qualification Criteria
At the time of submission of bid response, the Bidder should conform to and/or be able to
demonstrate the following: -
a) Should have submitted the EMD of Rs 70000 (Seventy Thousand Rupees only)
b) The bidder should be a registered NGO. (Registration certificate to enclosed)
c) Should be in business for last five (5) years.( Proof to be enclosed)
d) The bidder should not have been blacklisted by any Central / State Government and Public
Sector) or under a declaration of ineligibility for corrupt or fraudulent practices.
(Undertaking to be to be enclosed )
e) The bidder should have an average annual turnover or income/expenditure (receipt/payment)
of at least Rs. 1 crores in of the last three financial years ending on 31/03/2016.( Copy of the
audited Financial Statement of the last three financial years to be attached)
f) The bidder must have experience of any project related to handling Women Violence for any
Government / private sector/donor agencies in the last five years ending on 31/03/2017. The
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bidder who has experience in implementing/ completed at least one project
(Network/Telecom Project) or integrated call center management system/solution meaning
call center planning, implementation, integration & operations on violence against women
issues would be given preference.(Attach work orders/completion certificates/continuing
certificate from the project authority).
g) The bidder can apply in consortium to the said assignment. The consortium partner details
also need to be submitted.
2.1 Important Points
• In absence of any one of the above criteria relevant to the bidder, the offer will be treated as
non-responsive and summarily rejected.
• Relevant documents in support of the above criteria must be enclosed along with Pre-
Qualification Bid documents failing which the bid will liable to be rejected.
• Only bidders qualifying in Eligibility Criteria would be considered for the technical
evaluation.
• Consortium or sublets is allowed for the entire assignment.
• Proposal not accompanied by EMD shall be rejected as non-responsive.
• No interest shall be paid for EMD.
• EMD of unsuccessful bidders would be returned within one month of signing of the contract.
2.2 Bid Processing 2.2.1 General Information a) The bid process involves a three-stage evaluation namely Pre-qualification, followed by the
evaluation of the Technical bid and Financial bid.
b) The bidder shall submit only one proposal.
c) Proposal should be in the format prescribed in this RFP. Any other format shall not be
acceptable.
d) Proposals should be in English language only.
e) The bidder is not permitted to modify, substitute or withdraw their proposal after submission.
f) Bid should be valid for a period of 180 days from the date of submission.
g) The original proposal shall be prepared in indelible ink. It shall contain no inter-lineation or
overwriting, except as necessary to correct errors made by the firm itself. Any such
corrections must be attested by the person or persons who sign(s) the Proposal.
h) An authorized representative of the bidder should sign on all the pages of the Proposal.
The representative’s authorization should be confirmed by a written power of attorney or
board resolution accompanying the Proposal.
i) Bidders should specify the price of their services in Indian Rupee (INR) only.
j) Authority reserves the right to accept or reject any/all bid(s) without assigning any reason
thereof, and to annul the bid process and reject all bids at any time prior to award of contract,
without thereby incurring any liability to the affected bidder(s) or any obligation to inform the
affected bidder(s) of the grounds for such decision. The decision of the DWCDSS authority
would be final and binding on the bidders.
k) All communication pertaining to this bid will be published in the designated website in case
direct communication to bidders is not feasible, so it would be the bidders’ responsibility to
check website for such communication.
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Note: Bidders submitting the EMD will only be considered for pre-qualification bid.
2.2.2 Pre-Bid queries on RFP
Bidder shall send their pre-bid queries as prescribed in the format below through email [email protected], [email protected] . The response to the queries will be published on tendering authority website i.e. www.socialwelfarejhar.gov.in No telephonic queries will be entertained. This response of Tendering Authority (DWCDSS) shall become integral part of RFP document. The Tendering Authority may amend the RFP by issuing an addendum.
Bidders requiring specific points of clarification may communicate with Tendering Authority during the specified period using the following format in only:
<<Name & Address of the Organization submitting the query or request for
clarification>> BIDDER’S REQUEST FOR CLARIFICATION Sl No.
RFP Reference (Section No/ Page No.)
Content of RFP requiring clarification
Points of clarification required
2.2.3 Proposal Submission a) The bid documents will need to be submitted at (through e tender portal:
https://jharkhandtenders.gov.in) addressed to Director, Social Welfare, 2nd Floor, Engineer’s
Hostel-II, Sector – 3, Dhurwa, Ranchi, Jharkhand - 834003. No delivery of bid documents by through email/Hand/Hard Copies will be entertained. Tender need to be electronically on Jharkhand e-tendering portal https://jharkhandtenders.gov.in
b) Bids must consist of the following documents:
i) Pre-Qualification (Bid) Proposal with EMD.
ii) Technical (Bid) Proposal
iii) Financial (Bid) Proposal
iv) EMD is to be submitted to this office before the last date for submission of Tender
document.
1. The technical bid shall not include any financial information. A technical bid containing
financial information may be declared as nonresponsive.
2. Financial bid should not include any conditions attached to it and any such conditional financial bids shall be declared as non responsive.
3. Proposal should be submitted in PDF Format with duly signed in each pages.
4. Proposals should be comprehensive where necessary and unwanted material, including
repetition of the bid document contents should be strictly avoided.
2.2.4 Bid Opening a) The bids which have been received within the specified deadline would be opened online at the
specified date and time as indicated. b) Bids that do not contain necessary EMD or which has substantive material deficiencies or is
violation of any eligibility conditions as specified in this RFP shall be rejected upon opening. c) Bids received after the deadline (i.e. late bids) shall not be opened.
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2.2.5 Earnest Money Deposit a) The proposal must be accompanied by Earnest Money Deposit (EMD) of Rs. 7000 ( Seventy
Thousand Rupees Only) in the form of Bank Draft from any nationalized bank (valid for 180 days) in favor of DIRECTOR, SOCIAL WELFARE, GOVT. OF JHARKHAND, RANCHI
payable at Ranchi without which the proposal will be rejected outright. Earnest money deposit will not be accepted in cash or any other form. No interest is payable on the amount of EMD.
b) The EMD will be refunded or returned (along with necessary endorsement for payment) to the
bidders whose offers are not accepted by the DWCDSS within one month of the placing of final order to the successful bidder.
c) Non-acceptance of an award resulting from this bid process would entail forfeiture of the EMD.
2.2.6 Award of Contract a) The contract will be awarded to the bidder who has scored highest marks (Rank 1) totaling the
technical and financial score. b) The tendering authority will issue Work Order to the successful bidder within 15 days from the
finalization of successful bidder of the final project cost (excluding Tax component) within two weeks from the date of Work Order.
c) Failure of the successful bidder to accept the correction of the errors as specified herein OR to
sign the contract OR willful violation of the bid process shall constitute sufficient grounds for the annulment of the award and forfeiture of the EMD, in which event the tendering authority may choose to award the work to the bidder with Rank 2 at the rate of Rank 1 or call for fresh bids. The final decision rests with the Tendering Authority.
2.2.7 Bid Evaluation Bidders will be selected through Quality and Cost basis following the process below.
Pre-qualification Criteria preliminary Scrutiny a) Assessment of the eligibility criteria will be done to determine whether the proposal submitted
conforms to all mandatory Pre-qualification criteria specified to merit further evaluation. b) Bids not conforming to such prequalification criteria will be prima facie rejected.
Evaluation of Technical Bid
a) Criteria for evaluation of technical bids have been specified in this RFP.
b) All the bidders who secure a Technical Score of 70 marks or more will be declared as technically
qualified.
c) The financial bids of only the technically qualified bidders will be opened for further processing.
d) In course of evaluation of Technical bid the financial bid will remain unopened.
Evaluation of Financial Bid a) The bidders have to score a minimum of 70 marks in Technical evaluation to be considered for
Financial Evaluation as per the criteria. The Financial Bids of the technically qualified bidders
will be opened on the prescribed date in the presence of bidder’s representatives.
b) The overall evaluation shall be 70: 30 i.e. 70% weightage to the Technical evaluation (technical
Evaluation criteria in this RFP ) & 30% weightage to Financial Evaluation
c) The proposals will be ranked in terms of the Overall Scores obtained from Highest to Lowest.
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The bidder with the highest overall score will be considered for award of contract & will be
issued Work Order.
For example if the Technical Score is 75 marks and Financial Score is 95 marks then the Overall
Score will be computed as given below:
Final Score = [Technical Score × Weightage of Technical Score + Financial Score × Weightage
of Financial Score] = [75 × 0.70] + [95 × 0.30] = [52.5 + 28.5] = [81]
The bidder who scores the highest overall score will be considered for selection and Awarded
Contract.
d) If the Rank 1 bidder refuses or fails to accept the Work Order within Ten days, or willfully
violates the bid process, the next higher responsive bidder will be proposed to accept the Work
Oder at the rates offered by the Rank 1 bidder.
e) Only fixed price financial bids indicating total price for all the deliverables and services specified
in this bid document will be considered.
f) The bid price will exclude of all taxes and levies and shall be in Indian Rupees.
g) Errors & Rectification: Arithmetical errors will be rectified on the following basis: “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.”
2.2.8 Technical Evaluation Scoring Pattern Following table shows the technical scoring pattern. The technical evaluation will be done of those
bidders which are qualified in the pre-qualification evaluation. As a part of Technical Evaluation
Process, those bidders who have scored 70 marks and above would be considered for opening of price
bid.
S. No.
Technical Evaluation Criteria
Maximum
Score
(i) Annual turnover/expenditure of the bidder in last 3 years ending 31/03/2016 (Turnover in Rs crores) Audited Financial Statement for last three years to be submitted. i.e Financial Year 2013-14, 2014-15, 2015-16
• More than 1 crores but less than 1.5 crores ( 6 marks)
• 1.5 crores and above but less than 2 crores ( 8 marks)
• 2 crores above ( 10 marks) 10
(ii)
No of similar Integrated call centre projects
on women violence issues (minimum 10
seats for each project) handled by the
bidder along with the features mentioned in
the RFP in the last five years
Supporting documents including work
orders / Completion Certificate should be
submitted.
• 1 Project – 6 Marks
• 2 Projects and above – 10
Marks 10
(iii)
Experience of project related to handling
Women Violence for any Government
private sector or donor agencies
Supporting documents including work
orders / Completion Certificate should be
submitted.
• 1 Project– 10 Marks
• 2 Projects and above – 15
Marks
15
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(iv) Full fledged Regd. Office in the state Regd. Office in the state of 5
of Jharkhand. (Proof to be enclosed) Jharkhand (5 Marks)
v)
Adequacy of the proposed methodology in
responding to the Scope of Work. Prospective
bidder has to give a presentation on the points
below
Understanding of the project 5
marks
Work plan : 10 marks,
Methodology :10 marks
Solution proposed and human
resource deployed :10 marks
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(vi) Innovation /improvement 15
(vii)
Key Professional Staff : Qualification and Competence for the
assignment
The evaluation will be done on the following sub criteria
Helpline manager: 3 marks
Supervisor: 3 marks
Senior Call Responder: 2 marks (1 marks to each)
Call Responder: 2 marks (1 marks to each)
The marks to be assigned to each of the above positions shall be determined
considering the following three sub-criteria and relevant percentage weights:
1) General qualifications (general education, training, and experience): [40%]
2) Adequacy for the Assignment (relevant education, training, experience in the
sector/similar assignments): [40%]
3) Relevant experience in the region (working level fluency in local
language(s)/knowledge of local culture or administrative system, government
organization, etc.): [20%]
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2.3 Conditions Governing Receipt and Opening of Proposals
The Financial (Bid) Proposal should only indicate prices without any condition or qualification whatsoever and should exclude of all taxes, duties, fees, levies and other charges levied by Central & State, as may be applicable in relation to activities proposed to be carried out which will be reimbursed on submission of payment bill. a) After the deadline for submission of proposals the Pre qualification. Proposal shall be opened
immediately by the evaluation committee. Technical Proposal can also be opened on the same date on the decision of Evaluation Committee.
b) From the time the bids are opened to the time the contract is awarded, if any Bidders wish to
contact the Department (Tendering Authority) on any matter related to its proposal, it should do so in writing at the address of the contact person. Any effort by the Bidder to influence the bid proposal evaluation, proposal comparison or contract award decisions may result in the rejection of the proposal.
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Consortium Consortium or sublets is allowed for the entire assignment. The bidder needs to furnish the
consortium agreement with the bid document if applying through the consortium clearly mentioning
who will be the lead partner for the assignment.
-- End of Instructions to Bidder --
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3 Contractual Clauses The Agreement for this engagement would contain the following key clauses:-
3.1 Term of Contract
This will include the period required to deliver the deliverables and other services specified in the terms of reference, including the duration of the support period (as may be applicable to this engagement).
3.2 Contract period
Contract period will be for 1 year from the date of Execution of the contract/Work Order which may be extended to another one year depending upon further requirement and performance of the Implementing Agency.
3.3 Termination a) Normal termination of the contract would happen at the end of the tenure. b) Pre-mature termination of the contract would happen in case of insolvency of bidder or due to
conditions of breach of contract/agreement.
3.4 Effects of Termination
In the event the bidder is withdrawing/ terminating the contract, they have to pay compensation for any loss resulting from the bidder’s failure to perform/comply with its obligation under the contract and DWCD&SS may invoke Performance Bank Guarantee.
3.5 Scope of Work and Deliverables
This will be in conformity with the ToR specified in the RFP document and shall include the submissions made by the bidder in their proposal and work plans, further refined during the negotiations. Deliverables and milestones shall be established with a process of formal acceptance of such measurable criteria. 3.6 Norms Governing Service Delivery a) Provide necessary PBG before signing of the contract/ agreement; b) Shall deliver the services in a professional manner commensurate with accepted industry
practices and/or technical standards which are generally expected of such an engagement; c) Bidders shall establish a formal team structure with a named Helpline Manager who will serve as
single point of contact and staff with competent resources to provide effective and expert service delivery, in tune with requirements;
d) Provide a roadmap and project plan for this engagement, describing clearly the responsibilities,
timelines, dependencies, milestones and risks; e) The cost of travel & accommodation at various works should be borne by the bidder.
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3.7 Fees & Payments
a) The total fees payable to the bidder including a milestone based payment would be specified in
the ToR. Such payments shall be inclusive of all taxes / levies and other out of pocket expenses. Rate of taxes will be applicable as per the rate prevailing at the time of submission of Bill/Invoice.
b) Payments for additional services in case of change in scope will also be specified as per the
Financial (Bid) Proposal. c) The Implementing Agency alone shall invoice all payments after receiving due approval from
the competent authority. d) Payment of undisputed fees shall be made as per the milestone based payment schedule on
receipt of invoice along with supporting documents, subject to deduction of taxes at source, as applicable.
e) In case of a bona fide dispute regarding any invoice, the tendering authority shall be entitled to
delay or withhold payment of the invoice or part of it, limited to the extent of the disputed amount.
3.8 Ownership and Audit
a) Software including source code, licenses, technical documents, assets and services obtained for
the purpose of this engagement shall be in favour of the Tendering Authority and shall be submitted to the tendering authority on demand.
b) All records pertaining to this work shall be made available to the tendering authority and its
authorized agencies upon request for verification and/or audit, on the basis of a written request.
3.9 Confidentiality
a) Bidder and its agents shall exercise professionally reasonable care to maintain the required
confidentiality and privacy with regard to tendering authority / user data, wherever applicable. b) DWCDSS shall retain exclusive Intellectual Property Rights to all artifacts to which DWCDSS
has sovereign rights or right to use on a formalized agreement with another party if any software has been used in the application.
3.10 Indemnity
The bidder shall indemnify, defend and hold DWCD&SS and their officers, employees, successors and assigns harmless from and against any and all losses arising from personal injury or claims by third parties pursuant to this agreement, including but not limited to any equipment, software, information, methods of operation or other intellectual property (or the access, use or other rights thereto) provided.
3.11 Force Majeure
Neither party to this agreement shall be liable to the other for delay or default in performance of its obligations or any loss or damage which may be suffered by the other directly due to a Force Majeure event provided that the affected Party notifies the other Party of such event and its likely effects and duration as soon as possible and takes all reasonable steps to mitigate the losses/disruption.
In case of complain made by any beneficiary under the scheme regarding negligence in service on part of the implementing Agency, then the same shall be enquired by the Tendering Authority and action will be taken accordingly.
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3.12 Dispute Resolution
Any dispute or difference, whatsoever, arising between the parties to this agreement arising out of or in relation to this agreement shall be amicably resolved by the Parties through mutual consultation, in good faith and using their best endeavors. Parties, on mutual consent, may refer a dispute to a competent individual or body or institution or a committee of experts appointed by DWCDSS (Tendering Authority) for such purpose and abide by the decisions thereon.
On non-settlement of the dispute, same shall be referred to the Principal Secretary/Commissioner-cum- Secretary to Government, DWCD&SS, Government of Jharkhand for his/her decision and the same shall be binding on all parties, unless either party makes a reference to arbitration proceedings, within sixty days of such decision. The arbitration proceeding shall be held in Ranchi, Jharkhand.
3.13 Governing Law and Jurisdiction
This agreement and all questions of its interpretation shall be construed in accordance with the Laws of India limited to the local jurisdiction.
-- End of Contractual Clauses --
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4. Terms of Reference The Implementing Agency(IA)is expected to provide the following scope of work for
Management, implementation and technology parternership for establishment of helpline for
Women in distress and Women who are victim of violence integrated with 181- of CM
Jansamvad Kendra, initially for a period of 1 year but renewal of the same will be based on the
performance.
The proposed Women Helpline shall be operated through an extensive open workspace for call
center executives, with workstations that include a computer for each agent, a telephone
set/headset connected to at telecom switch, and one or more supervisor stations. It will work in
integration with 181- CM Jansamvad. DWCDSS will provide the adequate room space, furniture,
telephone lines, network, internet & electricity, where the helpline will be set up.
The scope of work for implementing agency under this RFP is broadly defined below.
The IA is required to deliver the following services:
1. EPABX-Cum-Call Center Solution
a) The Bidder will provide the entire set up for EPABX Based Helpline with PRI system.
The Setup will have Agents over Soft Phone/Analog phone with various skill sets for
attending calls.
b) Complete setup of call center of appropriate design, size & procure equipment and
deploypersonnelandmanagethecallcentersolutioninawebenabledenvironment areas
included in the scope.
c) The Call Center solution should have facility of Automatic Call Distribution, Computer
Telephony Integration, and call waiting facility, Voice message notification, Call
Logging, Conference Call, and Recording Solution.(Minimum6Months).
d) The Call Center solution should have the portal to show the caller history, easy reporting
facilities, GUI based configuration integration interface, scalable license pattern as well
as generation of business-oriented comprehensive reports at Agent, Campaign, System
and Resource levels, Real-time and Historical Data Analysis and Automatic
Maintenance and Backup Management. The system solution should not be non
responsive and should be tamper proof. There should not be any loss of data or misuse of
data.
e) The Proposed Solution should be able to give Queues/Agents statistics and real time
status , Inbound/Outbound Graphs, CSV and PDF Data Export and Windows, Mac, and
Linux Desktop Applications support.
f) The implementing agency shall be responsible for customizing the Call center solution
and integrate the IVRS as per the need. The system should have following features after
the integration.
g) The Bidder has to provide a help desk application for handling queries by the citizen. The
software should have following functionalities:
• The software will allow the call center agents to login into the application as per
their authorization. The software should provide the facility to register the calls
received by the agents.
• The software will provide a predefined set of FAQs and their relevant responses to
the call center agents. This will help them in handling the queries raised by the
citizen.
• The software should have a well-written knowledge base which will help in fast
resolution of grievance and queries raised by citizens calling to the call center.
• The software should enable the call center agents to get notifications when another
call center agent hasn't responded to a call or when a call is taking too long to get
resolved, or one of several other possible cases. The software should also provide
facility to redirect a call from one desk to the other either manually or
automatically.
• MIS Reports-Various kinds of reports will be generated through this application
such as:
(i) Detail Call Report
(ii) Caller Information
(iii)Other required report related to Call received
4.2 Human Resource Deployment
a) Deployment of qualified resources for managing and handling the callson24X7 basis at
the premises provided by the department.
b) Understand the current business processes and functions pertaining to the business and
framing the support activities as per the implementing guidelines by Government of
India.
c) The responsible staff must engage with Grievances & Resolution, Information Services,
Enquiry Services and Request Services activities.
4.3 IT Infrastructure Deployment
a) New purchase, facility management & maintenance of all type of computer hardware
required to run the Helpline. The proposed site should have adequate power backup of
two hours battery backup. IA shall submit the entire proposed blue print (including floor
plans, training room plan, seating, civil/electrical work needed etc.) to DWCDSS for
making the arrangement.
b) Network architecture at proposed call center should be devised and implemented
considering government guidelines &customer convenience.
c) The Implementing Agency needs to provide PCs /Laptops, Internal LAN, Head Phones
with advance features for the Call Responders.
d) Maintenance liability including repair and replacement will be that of IA within the bid
cost.
4.4 Managed Service
a) Post commissioning, the Helpline shall enter the operations and management phase which
the IA shall have to run for one year from Call Center Operational and will be continued
on the basis of satisfactory work and mutual consent.
b) It will include System maintenance, Call management and Monitoring.
c) Providing Call related reports to the department as and when required.
4.5 Integration with other solutions: The system will work in integration with the 181- CM
Jansamvad and will also prepare the software for the One Stop Centre- Sakhi.
5. Resource Constituents of 181-WomenHelpline Center
For the functioning of the Women Helpline activities such as management, call responding, IT,
multi-purpose and security etc., the selected bidder will provide a team of highly competent
professionals as per the requirement& qualification stated below:
S.
No.
Skills U
n
i
Qualification &Experience Roles and
Responsibilities
(a) Helpline
Manager
0
1
Post Graduate in Rural Development/ Rural
Management/Sociology/Social Work/Public
administration/Psychology/Public Policy and
any other relevant discipline from a reputed
university. Women with degree of law will be
given preference.
Candidates must
have an experience
of 5 Years in women
related programs.
(b)
Supervisor
0
3
Post Graduate in Rural Development/ Rural
Management/ Sociology/ Social Work/Public
Administration/Psychology/Public
Policy any other relevant discipline from a
reputed university. Women with degree of
law will be given preference.
Candidates must
have an experience
of 5 Years in women
related programs.
(c) Senior Call
Responder
0
3
Post Graduate in Rural Development/ Rural
Management/ Sociology/ Social Work/Public
Administration/Psychology/Public\Policy mass
Communication and any other relevant
discipline from a reputed university. Women
with degree of law will be given preference.
Candidates must have an experience of 3 Years
in women related programs.
Candidates must
have an experience
of 3 Years in women
related programs.
(d) Call
Responder
0
9
Post Graduate in Rural Development/ Rural
Management/ Sociology/ Social Work/Public
Administration/Psychology/Public
Policy any other relevant discipline from a
reputed university. Women with degree of law
will be given preferences.
Candidates must have
an experience of 2
Years in women
related programs.
(e) IT Expert 0
2
Graduate degree in B.Tec, B.Sc, and B.com
with a Diploma in Computers, IT (BBA) /
Business administration / development
studies/Public administration / Public Policy
or any other relevant discipline from a reputed
university.
Candidates must have
an experience of 3
Years data
management, process
documentation and
web based reporting
format in advanced
technological aspects.
�ƚ
(f) Multi-
purpose
Helper
0
3
The multi-purpose activities could be
Outsourced to any literate person with at
least 3 years of experience of working as a
helper, peon etc.
Candidates with 3
years experience will
be preferred in working
as a helper, Peon
(g) Security
Guard/
Night
Guard
0
3
Any person having at least 3 years of
Experience of working as security personnel
in a government or reputed organization in the
district/state level. She/he could preferably be
retired military personnel and should be hired
after police verification.
Candidates with 3
years experience as
security personnel will
be preferred
The team proposed is considered as Key-Staff and representative of DWCDSS will be a member
in the selection committee to recruit the key staff.
Indicative responsibilities of each resource to be deployed at Helpline Center are mentioned
below. However, the team of resources deployed under this RFP shall be responsible for carrying
out the complete Scope of Work under the RFP and all team members shall be stationed at the
Women Helpline Center set up by DWCDSS.
6.1 Roles & Responsibilities of the deployed resources
6.1.1 Helpline Manager
a) The Helpline Manager will be in charge for the overall smooth functioning of WHL.
b) She will ensure prompt and meaningful response towards every call received at the
Helpline.
c) She will directly intervene in heinous cases in collaboration with state agencies.
d) She will be responsible to monitor and intervene (if required) in any ongoing calls. She
will supervise each case, take it to a logical conclusion and later follow up with the
aggrieved woman.
e) She will ensure effective convergence with concerned agencies/institutions.
f) She will facilitate redressal of issues related to non responsiveness of State
agencies/institutions in collaboration with Director, DWCDSS.
g) She will be responsible for making schedules for the team and managing the team in such
a way that the Helpline is up and active 24hours a day seven days a week.
h) She will be responsible for taking daily, weekly and monthly reports from the Floor
Supervisors and preparing periodical reports.
i) She will be responsible for formulating Resource Directory containing information about
the relevant State and private authorities/institutions/individuals related to women
empowerment and protection.
j) She will be responsible for conducting advocacy meetings to create good working culture
between WHL and different service providers.
k) She will conduct awareness generation activities within community to raise awareness
around WHL.
l) She will monitor the functioning of WHL, conduct the performance appraisal of the staff,
facilitate capacity building, guidance and support for the team.
m) She will be responsible for day to day management of WHL team and reporting to
Director, DWCDSS and any other competent authority as and when required.
6.1.2 Supervisor
a) Overall responsibility will be to follow up the cases and talk with concerned authorities
and departments as per the requirement of the case.
b) Provides counseling and advice to women in distress, also provides guidance to her team
members makes daily report for the human rights consultant for further follow up
manages her team and schedule.
c) Helps the consultant in team training and report writing
d) She will ensure that all calls are being attended promptly and every call has been taken to
its logical conclusion by the responder, as early, as possible.
e) She will conduct regular follow up of the cases and talk with concerned authorities and
departments as per the requirement of the case.
f) She will provide guidance to team members, manages the team and makes daily report to
the Helpline Manager for further follow up.
g) She will support the Helpline Manager in capacity building of the team.
h) She will note down the shortcomings in call handling, if any, and direct the concerned
responder for further corrective action with necessary guidance.
i) She will brief/de-brief all responders before start of the duty shift and at the time of
closing of the duty shift.
j) She will recommend closure of any case.
k) She will check all the closed calls and ensure that proper/needful action has been taken on
each call.
l) She will confirm that the assistance/police help has reached/provided to the caller and
also note down his/her comments/response.
m) She will check the missed calls and initiate response towards the same.
n) She will bring into the notice of Human Right Consultant the caller/AG’s dissatisfaction
with the assistance provided or in case failure in providing assistance to the caller/AG is
noticed.
6.1.3 Senior Call Responder
a) She will advise women referred by call responders.
b) She will support the Supervisor in weekly follow up with the aggrieved woman asking
about the quality of service provided.
c) She will support the Supervisor in weekly update on any ongoing case being under police
investigation or under trial.
d) She will support the Supervisor in report writing process.
e) In case of any contingencies and absence of Supervisor, she will manage the floor.
6.1.4 Call Responder
a) She will attend the calls; do primary referrals, does data entry and forward serious cases
to Supervisor and cases which need first point counseling to Senior Call Responder.
b) She will provide information about the Government Schemes and programmes related to
women empowerment.
c) She will provide all the assistance to women applying for any such above mentioned
scheme or program and guide them through the process to be adopted for accessing the
same.
d) She will help the Supervisor in attending missed calls.
e) She will be responsible for other work as assigned by the Helpline Manager. She will
advise women referred by call responders.
6.1.5 IT Expert
a) The IT Expert will look after the technological aspect of WHL and ensure that it remains
functional at all times.
b) She/he would follow strict proceedings to maintain privacy with regard to data generated
and will ensure that name and other details of aggrieved woman remain confidential in
each step of case history documentation.
c) She/he would draft the daily/monthly/quarterly report based on the data collection in the
monthly report format which would be approved at the level of the Human Right
Consultant for submission.
d) She/he with the help of Human Right Consultant will formulate the resource directory
containing information about the relevant State and private
authorities/institutions/individual related to women empowerment and protection.
6.1.6 Multi-purpose Helper
a) She would be responsible for maintaining hygiene and sanitation at Helpline. b) She will
be responsible for the house keeping at WHL.
6.1.7 Security Guard
a) She/he will be responsible for the overall security of Helpline Centre.
b) She/hewouldberesponsibleforsafetyofallcapitalassets,furnitureandequipmentat
WHL
6.1.8 Language Capabilities
All the resources deployed should be proficient in English and Hindi and Jharkhand local
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 IA shall ensure that adequate number of agents trained in local
language is available for providing services.
Any online interface provided by the IA should also support multi-lingual (English & Hindi and
Jharkhand local language) capabilities for both display and input. In case language of
communication is not known, English will be the default language.
7. Roles & Responsibilities
7.1.1 Roles & Responsibilities of the IA
a) Set up and Management of 181- Women Helpline as per the scope within the contract
timeline.
b) Providing Required Manpower to manage the Helpline for the contract timeline.
c) Incur recurring cost towards operation and maintenance of equipment and facility.
d) Timely submission of Progress report on monthly/ quarterly basis.
e) Participation in status review meetings (on need basis)
f) Preparation of software required for One Stop Centre.
7.1.1 Obligations of the IA
• Standard of performance:- The bidder shall perform the services and carry out his
obligations hereunder with all due diligence, efficiency and economy, in accordance with
generally accepted professional standards and practices and shall observe sound
management practices and appropriate technology and safe and effective equipment,
machinery, materials and methods.
• Conflict of Interests:-The bidder shall hold the Department’s interests paramount,
without any consideration for future work, and strictly avoid conflict of interest with
other assignments or their own interest.
• Bidder not to benefit from commissions , discounts, etc:- The bidder shall not accepts
for its own benefit any trade commission, discount or similar payment in connection with
activities pursuant to this contract or in the discharge of its obligation
• Bidder not to engage in shorten activities:- The bidder during the term of this contract
shall be disqualify from providing goods, works or services resulting from or directly
related to his services for the preparation and implementation of this assigned project.
• Prohibition of conflicting activities:- The bidder shall not engage either directly or
indirectly, in any business or professional activities that would conflict with the activities
to them under this contract.
• Confidentiality except with the prior written consent of the Department, the bidder shall
not any time communicate to any person or entity any confidential information neither
acquired in course of implementation of this project nor make public the
recommendations formulated in the course of, or as a result of the implementation.
• Accounting, inspection & Auditing:- The bidder shall keep accurate and systematic
accounts and records in accordance with accounting principles.
• Documents, Reports prepared by the bidder to be the property of the Department:-
All designs reports, other documents and software prepared by the bidder for the
Department for implementation of the project under this contract shall become and
remain the property of the Department.
• Equipment, materials made available to the bidder:-Equipments and materials made
available to the bidder by the Department or purchased by the bidder wholly or partly
with funds provided by the Department shall be the property of the Department. Upon
termination or expiration of this Contract, the bidder shall make available to the
Department and inventory of such equipment’s, materials.
Roles & Responsibilities of DWCDSS
• Make availability of required office space, electricity & electrical fittings, power supply,
Toll Free Number and its cost involved (Fixed & Recurring) for smooth running of the
project.
• Make necessary arrangement for hosting of the software application at State Data center
along with necessary servers for application and EPABX System,
• Facilitate networking equipment, internet bandwidth, etc. for smooth running of the
application software.
• Identification of functional representatives, users for discussions on project related issues
• Participation in status review meeting (on need basis)
• Providing all necessary information regarding the project process, MIS infrastructure,
operational procedures, categories of operational dimensions and any other information
required for understanding the operations.
• Provision of Helpline number (PRI based)
• Proper physical and financial monitoring of the all the activities related to the assignment.
• Proper Mentoring, guidance and assigning of any other activities coming in future to the
IA.
Project Timeline
Sl No Deliverable Description
Target
(in months)
(a)
Supply, Install & Operational
of Install all necessary H/W and N/W
T0+1
181-Women Helpline Center for the project
(b)
Deployment of Required
Engagement of Helpline Resources T0+1
resources
(c)
Training & SOP Manual Provide all Training and prepare all
T0+2
Preparation SOP
(d) Call Center Operational Final Acceptance T0+2.5
T0= Date of award of contract
Call Center Management Performance
Definition: Time in which a complaint /query is resolved after it has been reported to the post
Call Center Operational support team of the successful bidder.
Service Level Requirement: Each query will have a different impact on the Helpline
functionality so it has been categorized as follows:
Priority Level 1 (L1): Queries regarding issues that have the greatest impact in the helpline
functionality wherein the user is not able to perform his/her regular work e.g. unable to log into
the system due to errors in software.
Priority Level 2 (L2): Queries regarding issues that have medium impact in the helpline
functionality where in the user is partially able to perform his/her regular work e.g. user is able to
log in and perform most of his normal work, but can’t approve a certain document on screen.
Priority Level 3 (L3): Queries regarding issues that have the least/no impact in the helpline
functionality involving cosmetic changes, e.g. change of character font on screen, etc.
The successful bidder should provide service within following timeline:
L1: 24 Hours
L2: 48 Hours
L3: 72 Hours
Measurement of Service Level Parameter: The service level would be defined in the number of
days calculated from the date and time of logging the call/raising the request with the successful
bidder. The penalty would be calculated on quarterly basis and would be adjusted from the
quarterly payment. The penalty per day is Rs. 1,000/-.
Measurement of deviation in Call Recording: All calls must be recorded and stored for minimum
6 Month. Deviation in recording will charge Rs. 500/- per record.
Penalties shall not be levied on the successful bidder in the following cases: f 49
The noncompliance to the SLA has been solely due to reasons beyond the control of the
successful bidder.
There is a Force Majeure event affecting the SLA, which is beyond the control of the successful
bidder.
Manpower Deployment
The IA shall deploy and maintain as far as possible the same set of personnel in the Helpline
Center subject to satisfactory performance which will also be assessed by the department during
contract period as per the qualification and experience mentioned in the ToR. Any deviation in
the qualification and experience of the deployed resources would be result of termination of
contract and penalty will be charges as per the decision of DWCDSS
In case any change of resources (whether number or person) initiated by the IA in terms of
manpower deployment plan (as per submitted proposal), IA needs to inform DWCDSS
maximum three (3) weeks from the date of request including one (1) week handover time.
Deviation in deployment plan will be charged 2% of Monthly payment due only in the
succeeding month. However DWCDSS decision on the deployment plan will be final.
Any deployment/replacement of the resources has to be approved by DWCDSS. If replacement
of any resource is sought by DWCDSS or due to attrition in the deployed team, IA shall replace
the resources with equivalent or better skills and experience within 30working days. Any
deviation in the plan will charge 2% of Monthly payment due only in the succeeding month.
However, the IA will ensure that there is no dislocation in 24X7 operation of the helpline by
deploying existing human resource or making any alternative arrangement under knowledge of
the department.
DWCDSS shall not be responsible for any employee related issues and it shall be the
responsibility of the IA to ensure compliance with relevant laws such as the Labour Act.
9.4 Hardware
a) IA needs to provide the necessary maintenance support for the Hardware installed for this
solution. IA should keep the standby system to give un-interrupt services. IA must give update
for the solution in both Hardware and Software. Deviation will be charge with 2.5% of monthly
fee.
9.5 Exit Management and Transition at the end of Contract Period
IA shall conduct a smooth Exit Management and Transition at the end of Contract Period
including action plan for transition to DWCDSS or other designated data center.
IA will hand over the items or usage rights thereto for hardware and software installed as part of
data center services to DWCDSS at any time if DWCDSS demands for transfer of the whole O
& M support of 181 Women Helpline to any other Agency and will help in smooth transition.
IA will hand over all the equipment of the Helpline Center in running condition to DWCDSS
after end of the contract period which will be certified by a team to be formed by the department.
If there is any deviation in exit management then Performance Bank Guarantee of the Bidder
would be forfeited.
10. Payment Schedule
Sl. No Milestone % payment
1 Supply, Installation,
Implementation & Operation
of Hardware for Helpline
Center Set- up Women
(a) 80% of the total quoted cost for the component
shall be paid after successful implementation and
satisfactory performance which would be certified
by a team formed by the department.
Balance 20% will be paid in four equal installment
quarterly.
2 Women Helpline Center
Management [Start from the
date of operation of the
Will be paid monthly as per the rate quoted for
Women Helpline Centre Management.
Helpline]
Pre -Qualification Proposal Format to be submitted in
Separately from Technical Proposal
11 Formats for Pre-Qualification Proposals
11.1 Pre-Qualification Bid Letter Formats
11.1.1 Self Declaration: Not blacklisted (in letterhead)
To,
…………………
In response to the RFP Ref. No.********************* for RFP titled
“Management, implementation and technology parternership for establishment of
helpline for Women in distress and Women who are victim of violence integrated
with 181- of CM Jansamvad Kendra for DWCD&SS, Jharkhand”, as an owner/
partner/ Director of (organization name) ________________________ I/ We hereby
declare that presently our Company/ firm is having unblemished record and is not
declared ineligible for corrupt & fraudulent practices, blacklisted either indefinitely or
for a particular period of time, or had work withdrawn, by any State/ Central
government/ PSU.
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 the tender if any to the
extent accepted may be cancelled.
Thanking you,
Name of the Bidder: ..................................
Authorized Signatory: .................................
Signature:
Seal:
Date:__________________
Place: _________________
11.1.2 Bidder’s Authorization Certificate (in letterhead)
To,
………….
Bid Ref No ……………………..
<Name>, , <Designation> is hereby authorized to attend meetings & submit pre-
qualification, technical & financial information as may be required by you in the course
of processing the above said Bid. For the purpose of validation, his/ her verified
signatures are as under.
Ȗ
Thanking you,
Name of the Bidder: -
Verified Signature:
Authorized Signatory: -
Seal:
Date:__________________
Place: _________________
11.1.3 Particulars of the bidder Annexure-1
Submission Requirements for Pre-Qualification:
A. Consultant’s Profile [ Maximum 10 pages ]
Organizational Name of the Organization:
Postal Address:
Telephone / Mobile no.
Fax/ E-mail/ Website:
Contact Person name and designation with contract details:
Date of establishment (DD/MM/YY):
Date and place of Registration:
Registration No (Copy to be enclosed):
Location of Head office:
Details of Branches if any:
Provide a brief description of the background of organization:
Does the consultant have an office in Jharkhand (Yes/No):
If Yes, then Please mention the Key Contact Person along with the
Ȗ
contact details in Jharkhand.
Any other information which the consultant wants to add.
If applying through consortium, please provide the detail of partner
agency/ organization.
B. Financial Information {Please enclose the financial statement of last three financial year. }
The firm should have an
average annual turnover of at least INR 1 Crore in the last
three financial years. i.e for
financial year (2013-14, 2014-
15 & 2015-16)
Provide the turnover on the basis of audited financial statement of the
previous three financial year in Rupees.
2013-14 2014-15 2015-16
C. Firms Experience
Similar Experience of Integrated call centre projects (minimum 10 seats for each project) handled by
the bidder along with the features mentioned in the RFP in the last five years
{Supporting documents including work orders / Completion Certificate should be submitted. enclosed}.
You may add more rows
Sl. No Name of the
Project/Assign
ment
Brief
details of
the
Service
provided
Client
and
country
Duration of
Assignment in months
Value of
Contract
(in INR)
Whether
contract
closed
or not
Please mention
Page No
of the
supporting
document
to be
referred
From
{start
date}
To
{End
date or
ongoing}
Total
months
2. Experience of project related to handling Women Violence for any Government private sector or donor
agencies .{Supporting documents including work orders / Completion Certificate should be enclosed}.
You may add more rows
Sl. No Name of the
Project/Assi
gnment
Brief
details
of the
Service
provided
Client
and
country
Duration of
Assignment in
months
Value of
Contract
(in INR)
Whether
contract
closed
or not
Please
mention
Page No
of the
supporting
document
to be
referred
From
{start
date}
To
{End
date or
ongoing}
Total
months
4. Confirms the availability of qualified experts in fields relevant to lead the proposed work
Please Put the Tick (����) mark in box.
Yes
No
Signature of the authorized representative in all pages.
Note Below:
• Please mention the page no at the supporting documentation to be referred. Also Index the proposal and
accordingly ensure the numbering of pages.
Annexure -2
Declaration
Date:………….
To whom so ever it may be concern
I/We hereby solemnly take oath that I/We am/are authorized signatory in the firms/Agency/
Institute/ Company and hereby declare that "Our firms/ Agency/ Institute/Company/Organization
do not face any sanction or any pending disciplinary action from any authority against our firms/
Agency/ Institute/ Company /Organization or partners." Further, it is also certified that our firm
has not been blacklisted by any government or any other donor/partner organization/External
aided Projects in past.
In case of any further changes which effect of this declaration at a later date; we would inform the
society accordingly.
Ȗ
Authorized Signatory
(with seal)
Annexure-3
Check list for submission of documents
Sl No. Description Yes/No Remark, if any
1. Document (s) to demonstrate that the firm is in the
working for the last five (5) years; i.e, till 31st March
2017. Registration certificate to be enclosed
2. Proof for an average annual turnover of at least INR
1 Crore in the last three financial years. i.e for financial
year (2013-14, 2014-15 & 2015-16)
3. Proof for experience of project related to handling
Women Violence for any Government private sector or
donor agencies.
{Supporting documents including work orders /
Completion Certificate should be submitted}
4. Similar Integrated call centre projects (minimum 10 seats
for each project) handled by the bidder along with the
features mentioned in the RFP in the last five years
Supporting documents including work orders /
Completion Certificate should be submitted.
5. Certificate that the firm have not been black listed {annexure-2}
Technical Bid Format
11.2.1 Technical Proposal Cover Letter (in Letterhead) To Director, Social Welfare.
Government of Jharkhand Subject: Submission of the Technical bid for “Management, implementation and technology
partnership for establishment of helpline for Women in distress and Women who are victim of
violence integrated with 181”
Bid Reference No - *********************************
Dear Sir/Madam,
We, the undersigned, offer to provide solution for “Management, implementation and technology parternership for establishment of helpline for Women in distress and Women who are victim of violence integrated with 181 for DWCDSS, Jharkhand We hereby declare that all the information and statements made in this Technical bid are true and accept that any misinterpretation contained in it may lead to our disqualification.
We undertake, if our Proposal is accepted, to initiate the Implementation services related to the assignment not later than the date indicated in the RFP Document.
We agree to abide by all the terms and conditions of the RFP document. We would hold the terms of our bid valid for 180 days as stipulated in the RFP document.
We understand you are not bound to accept any Proposal you receive.
Yours sincerely,
Authorized Signature [In full and initials]: __________________________________
Name and Title of Signatory: ____________________________________________
Name of Firm: _________________________________________________________
Address: ______________________________________________________________
11.2.2 Certificate of Conformity and Non-Deviation (in Letterhead) To
Director Social Welfare, Government of Jharkhand Bid Reference No : ……………………………..
This is to certify that, the specifications of Hardware, Software & Services 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 specifications of the Tender document and that there are no deviations of any kind from the requirement specifications.
Also, I/ we have thoroughly read the tender 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 exclusive of all the cost factors involved in the execution of the project, to meet the desired Standards set out in the Tender Document.
Thanking you,
Name of the Bidder: -
Authorized Signatory: -
Seal of the Organization:
Date:
Place:
11.2.3 Format for fairness of documents (in Letterhead) To The Director, Social Welfare,
Government of Jharkhand
In response to the RFP Ref. No……………………. dated / /2017 for RFP titled “ Management implementation and technology Partnership for establishment of Helpline for Women in distress & Women who are victim of Violence integrated with 181. As an owner/ partner/ Director of............................................................., I/ We hereby declare that any documents or information submitted under this bid is without any doubt, true and fair, to the best of my/our knowledge.
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 the tender if any to the extent accepted may be cancelled.
Thanking you,
Name of the Bidder: -
Authorized Signatory: -
Seal of the Organization:
Date:
Place:
ŀ Technical Proposal Format
CONSULTANT’S ORGANIZATION AND EXPERIENCE
A brief description of the Consultant’s organization and an outline of the recent experience of the
Consultant that is most relevant to the assignment.
A - Consultant’s Organization
1. Provide here a brief description of the background and organization of your company.
2. Include organizational chart, a list of Board of Directors, and beneficial ownership
B - Consultant’s Experience
Format for Citations of projects required to be evaluated for Technical evaluation
A. Firms Experience
Similar experience of Integrated call centre projects (minimum 10 seats for each project) handled by
the bidder along with the features mentioned in the RFP in the last five years
{Supporting documents including work orders / Completion Certificate should be submitted. enclosed}.
You may add more rows
Sl. No Name of the
Project/Assign
ment
Brief
details of
the
Service
provided
Client
and
country
Duration of
Assignment in months
Value of
Contract
(in INR)
Whether
contract
closed
or not
Please
mention
Page No
of the
supporting
document
to be
referred
From
{start
date}
To
{End
date or
ongoing}
Total
months
2. Experience of project related to handling Women Violence for any Government private sector or donor
agencies .{Supporting documents including work orders / Completion Certificate should be enclosed}.
You may add more rows
Sl. No Name of the
Project/Assi
gnment
Brief
details
of the
Service
provided
Client
and
country
Duration of
Assignment in
months
Value of
Contract
(in INR)
Whether
contract
closed
or not
Please
mention
Page No
of the
supporting
document
to be
referred
From
{start
date}
To
{End
date or
ongoing}
Total
months
Technical Proposal Format
COMMENTS AND SUGGESTIONS ON THE TERMS OF REFERENCE, COUNTERPART
STAFF, AND FACILITIES TO BE PROVIDED BY THE CLIENT
Comments and suggestions on the Terms of Reference that could improve the quality/effectiveness of the
assignment; and on requirements for counterpart staff and facilities, which are provided by the Client,
including: administrative support, office space, local transportation, equipment, data, etc.
A - On the Terms of Reference
{improvements to the Terms of Reference, if any}
B - On Counterpart Staff and Facilities
{comments on counterpart staff and facilities to be provided by the Client. For example, administrative
support, office space, local transportation, equipment, data, background reports, etc., if any}
DESCRIPTION OF APPROACH, METHODOLOGY, AND WORK PLAN IN
RESPONDING TO THE TERMS OF REFERENCE
A description of the Understanding of assignment, work plan, methodology, Human Resource
Deployed and innovation/improvement for performing the assignment, including a detailed description
of the proposed methodology and staffing for training, if the Terms of Reference specify training as a
specific component of the assignment.
{Suggested structure of your Technical Proposal):
a) Understanding of the Project
b) Work Plan
c) Methodology
d) Human Resource Deployed i.e Organization and Staffing
e) Innovation/Improvement
a) Understanding of Assignment: Please explain your understanding to the
Project.Please do not repeat/copy the TORs in here.}
b) Work Plan.{Please outline the plan for the implementation of the main activities/tasks
of the assignment, their content and duration, phasing and interrelations, milestones
(including interim approvals by the Client), and tentative delivery dates of the reports.
The proposed work plan should be consistent with the technical approach and
methodology, showing your understanding of the TOR and ability to translate them
into a feasible working plan. A list of the final documents (including reports) to be
delivered as final output(s) should be included here. The work plan should be
consistent with the Work Schedule Form.}
Technical Proposal Format
c) Methodology.{Please explain your understanding of the objectives of the assignment
as outlined in the Terms of Reference (TORs), the technical approach, and the
methodology you would adopt for implementing the tasks to deliver the expected
output(s), and the degree of detail of such output. Please do not repeat/copy the TORs
in here.}
d) Human Resource Deployed i.eOrganization and Staffing.{Please describe the
structure and composition of your team, including the list of the Key Experts, Non-
Key Experts and relevant technical and administrative support staff.}
e) Innovation or Improvement : To be suggested by the firm
Technical Proposal Format
WORK SCHEDULE AND PLANNING FOR DELIVERABLES
N° Deliverables 1 (D-..)
Months
1 2 3 4 5 6 7 8 9 ..... n TOTAL
D-1 {e.g., Deliverable #1:
D-2 {e.g., Deliverable #2:...............}
n
1 List the deliverables with the breakdown for activities required to produce them and other benchmarks such as the Client’s approvals. For phased
assignments, indicate the activities, delivery of reports, and benchmarks separately for each phase.
2 Duration of activities shall be indicatedin a form of a bar chart.
3. Include a legend, if necessary, to help read the chart.
Technical Proposal Format
FORMAT FOR CURRICULUM VITAE (CV)
This format should be used for submission of the CV of:
• Helpline manager
• Supervisor
• Senior Call Responder
• Call Responder
CURRICULUM VITAE (CV)
Position Title and No. {e.g., K-1, Helpline Manager}
Name of Expert: {Insert full name}
Date of Birth: {day/month/year}
Country of Citizenship/Residence
Education: {List college/university or other specialized education, giving names of educational institutions,
dates attended, degree(s)/diploma(s) obtained}
________________________________________________________________________
________________________________________________________________________
Employment record relevant to the assignment: {Starting with present position, list in reverse order. Please
provide dates, name of employing organization, titles of positions held, types of activities performed and
location of the assignment, and contact information of previous clients and employing organization(s) who can
be contacted for references. Past employment that is not relevant to the assignment does not need to be
included.}
Period Employing organization and
your title/position. Contact infor
for references
Country Summary of activities
performed relevant to
the Assignment
[e.g., May
2005-
present]
[e.g., Ministry of ……,
advisor/consultant to…
For references: Tel…………/e-
mail……; Mr. Hbbbbb, deputy
minister]
Language Skills (indicate only languages in which you can work): ______________
______________________________________________________________________
Technical Proposal Format
Adequacy for the Assignment:
Detailed Tasks Assigned on Consultant’s
Team of Experts:
Reference to Prior Work/Assignments that
Best Illustrates Capability to Handle the
Assigned Tasks
{List all deliverables/tasks as in which the
Expert will be involved)
Experts contact information :(e-mail…………………., phone……………)
Certification:
I, the undersigned, certify that to the best of my knowledge and belief, this CV correctly describes myself, my
qualifications, and my experience, and I am available to undertake the assignment in case of an award. I
understand that any misstatement or misrepresentation described herein may lead to my disqualification or
dismissal by the Client, and/or sanctions by the Bank.
{day/month/year}
Name of Expert Signature Date
{day/month/year}
Name of authorized Signature Date
Representative of the Consultant
(the same who signs the Proposal)
Financial proposal format
FORMAT FOR FINANCIAL PROPOSAL -
This Financial Proposal Standard Forms shall be used for the preparation of the Financial Proposal
according to the instructions .
FIN-1 Financial Proposal Submission Form
FIN-2 Summary of Costs
FIN-3 Breakdown of Remuneration,
FIN-4 Reimbursable expenses
FIN- 5Non-Recurring Component
Financial proposal format
FORM FIN-1
FINANCIAL PROPOSAL SUBMISSION FORM
{Location, Date}
To: [Name and address of Client]
Dear Sirs:
We, the undersigned, offer to provide the consulting services for [Insert title of assignment] in
accordance with your Request for Proposal dated [Insert Date] and our Technical Proposal.
Our attached Financial Proposal is for the amount of {Indicate the corresponding to the
amount(s) currency(ies)}{Insert amount(s) in words and figures}, [Insert “including” or “excluding”]
of all indirect local taxes. The estimated amount of local indirect taxes is {Insert currency} {Insert
amount in words and figures} which shall be confirmed or adjusted, if needed, during negotiations.
{Please note that all amounts shall be the same as in Form FIN-2}.
Our Financial Proposal shall be binding upon us subject to the modifications resulting from
Contract negotiations, up to expiration of the validity period of the Proposal.
We understand you are not bound to accept any Proposal you receive.
We remain,
Yours sincerely,
Authorized Signature {In full and initials}:
Name and Title of Signatory:
In the capacity of:
Address:
E-mail: _________________________
FORM FIN-2SUMMARY OF COSTS
Cost in Indian Rupees
Cost of the Financial Proposal
Including:
(1) Remuneration
(2) Reimbursable
(3) Service Charges by Agency in INR
(4) Non Recurring Cost in INR
Total Cost of the Financial Proposal:
{Should match the amount in Form FIN-1}
Indirect Local Tax Estimates – to be discussed and finalized at the negotiations if the Contract is awarded
(i) GST
(ii) Any other applicable Taxes/CESS
Total Estimate for Indirect Local Tax:
FORM FIN-3 BREAKDOWN OF REMUNERATION
When used for Lump-Sum contract assignment, information to be provided in this Form shall only be used to demonstrate the basis for the
calculation of the Contract’s ceiling amount;to calculate applicable taxes at contract negotiations; and, if needed, to establish payments to the
Consultant for possible additional services requested by the Client. This Form shall not be used as a basis for payments under Lump-Sum
contracts
Part –A: Women Helpline Center Management
Sl.No Position
Quoted Unit
Rate per
month in INR
Unit
(No of
Person)
No of Months Quoted Rate per
month
(F)
Maximum Celling
in INR per person
per Month
(A) (B) (C) (D) (E) (F=C X D X E)
The bidder must not
exceed the maximum
ceiling for quoting
the rate per month
or else proposal will
out rightly rejected
(a) Helpline Manager
01
12 60,000
(b) Supervisor
01
12 40,000
(c) Senior Call Responder
03
12 30,000
(d) Call Responder
04
12 25,000
(e) IT staff
02
12 20,000
(f) Multi-purpose Helper
02
12 10,000
(g) Security Guard/Night Guard 03 12
10,000
Total Charges towards remuneration per year in INR
Amount in words :
Note: Above price are inclusive of all statutory dues, perks and benefits. IA will have to submit pay slip of the salary paid to the resources deployed at the Helpline center each month to the department for payment process.
ŀ
FORM FIN-4 BREAKDOWN OF REIMBURSABLE EXPENSES
When used for Lump-Sum contract assignment, information to be provided in this Form shall only be used to demonstrate the basis for
calculation of the Contract ceiling amount, to calculate applicable taxes at contract negotiations and, if needed, to establish payments to the
Consultant for possible additional services requested by the Client. This form shall not be used as a basis for payments under Lump-Sum
contracts
N° Type of ReimbursableExpenses Unit Unit Cost Quantity
{e.g., Per diem allowances**} {Day}
{e.g., tickets}
{Ticket}
{e.g., In/out transportation}
{Trip}
{e.g., Communication costs between Insert place
and Insert place}
{ e.g., reproduction of reports}
{e.g., Office rent}
....................................
{Training of the Client’s personnel – if required
in TOR}
Total Costs
Legend:
“Per diem allowance” is paid for each night the expert is required by the Contract to be away from his/her usual place of residence. Client can
set up a ceiling.
FORM FIN- 5 NON-RECURRING COMPONENT
(Cost of hardware &including maintenance component for one Year)
Qty
Unit
Total
Sl# Item Description
Cost (T)
(Q2)
Cost (U)
{Specification as per Annexure-5}
=Q2*U
(1) (2) (3) (4) (5)
A. EPABX cum Call Center Solution
(Includes all necessary EPABX , Help
desk Solutionand Storage) 1
B. Dialers/Intercom/Extension Instrument /
Headphones/Earphone & Dialer
(Analog Phone) 5
Audio Port/Head set with dialer etc
C. Computer (Desktop)
6
D. Multifunctional Printer
1
E. Online UPS (5 KVA) with Battery
1
Total
Excluding taxes
Tax (Mention Type & Rate)
Net Total
(In words)
Note:
The quantity mentioned may change as per the decision of DWCD&SS. The above price will be evaluated exclusive of Taxes. Any changes of taxes during the contract period will be as per actual during the billing at the prevailing rate.
ANNEXURE-4: STANDARD OPERATING PROCEDURES
GENERAL INSTRUCTIONS
• The helpline staff shall at all times be extremely polite and give a patient hearing to the
caller. • The helpline staff should reassure the caller that help is on its way.
• The helpline staff shall not insist on the caller disclosing his/her identity, unless
the caller so agrees and should assure the caller that the confidentiality of his/her identity and contact information shall be maintained.
• A confidential record including identity and contact details of the caller (if
provided), along with aggrieved woman’s personal and case details and name of the officer to whom information was passed on with date and time will be fed in to a system as per the prescribed format and a Unique ID Number would be generated.
• As soon as the complaint is registered a call/text message (SMS) would be sent
to the SHO/ DM/ SP/ DYSP/CMO/PO/DO of the district/area as required.
CASE SPECIFIC STEPS
• As soon as a call is received on the Helpline, the call responder shall listen to the caller patiently by keeping in mind physical/mental condition of the caller and shall take all possible information about the grievance of the caller (i.e. type of problem/grievance, his/her present location, type of help/assistance he/she required etc.), including the details of the caller (whatever he/she discloses at that point of time without insisting too much on this aspect).
• The same shall be immediately passed to the local police, nearest PCR
Van/Ambulance etc. as well as other concerned authorities/agencies as per the requirement.
• The call responder will also assure the caller of quick action and shall encourage
the caller to keep patience and not to loose his/her control/temper/composure.
• After passing the information to all concerned authorities, a brief note about the caller, mentioning the maximum details available i.e. name, age, sex, present location, type of grievances/complaint, as well as the same of the officer to whom the call has been forwarded/entrusted for further action shall be fed into the software.
• Similarly, in case the information is received through text message, email or
mobile app the concerned officials would be contacted to provide emergency support to the concerned woman.
• In case of requirement of police or medical assistance, the nearest PCR van or
ambulance shall reach the caller at the earliest and shall provide all possible assistance to the caller without waiting for local police or hospitals and shall confirm their position at the spot.
• The PCR Van shall suo-moto respond immediately to any incident which
unfolds before them or reported to them or brought to their notice. Under no circumstances shall the PCR van remain as mere spectator to the incident.
• The officer from the local police or other authorities to whom the information
has been forwarded must reach the caller at the earliest without fail. Any delay on the part of the officer to whom the call has been marked will be viewed seriously.
• The concerned officer should reach the caller with all the required/necessary
equipment i.e. first aid kit etc. Keeping the mental and physical condition of the caller in mind, maximum possible aid should be provided immediately.
ANNEXURE-5: TECHNICAL SPECIFICATION FOR EPBAX-cum-CALL CENTER Features of EPABX Gateway The Gateway should have the facility of accepting PRI connection, more than 32 extensions as per the below mentioned features.
ACD (Auto call Distribution) The ACD Key Features includes ANI/ DNIS based routing, managing multiple Queues, Welcome greeting message, Hold-on Music(User Defined), Office hours configuration, Compliant with standard PBX, Media Gateways & Phones, Different user defined reports, Web access facilitating remote agent login, Skill-based Call Routing, Wait time notification and integration with calendar & Voice logger. Also have the ACD Queues facilities.
IVR (Level-3 Voice Messaging) Level-3 IVR should have Self-help service with Text to Speech and Automatic Speech Recognition, IVR Node Flow Designer with Scripting Capabilities, Multi-language Support, Email/SMS/Fax Integration, Customizable IVR prompts and Agent Greetings facility,
Call Center Communicator The CCC should be GUI based. It includes VoIP Soft Phone, Instant Messaging Client, Operator Panel, Conference Administration, pop-up agent workbench screen, Unified Customer Interface for call handling, Call disposition, Conferencing, N-way Call Transfer and Missed Call Alerts
Real Time Agent Monitoring The Solution should be provided with facility of Barging, Listening and monitoring the calls.
Voice Logger There should be provision of Pre-integrated Active Voice Logging, 100% Blind Recording, Multi-format Voice Recording, Automatic Compression and Archiving and Web-based Remote Access to Voice Logs. Facility for quick and easy retrieval of Voice file according to the calls made.
Reporting Application It should have the provision of Generation of business-oriented comprehensive reports at Agent, Campaign, System and Resource levels, Real-time and Historical Data Analysis and Automatic Maintenance and Backup Management
Supervisor Application There must be the facility of Supervision architecture on telephony, agent, dialer and lead performance, Independent supervisor interfaces for Inbound & Outbound campaigns and Complete MIS management for device, voice log, services and systems
Voice Recording & Storage There should be the facility of taking backup of System, Agent, Queue, and Instant automatically with time interval. Graphical interface to maintain the storage location. The implementing agency will maintain the voice recording library. Incoming call recording facility to be implemented for further evaluation of complaints.
CRM Module CRM integration with IVR & ACD should be facilitated to enable customer profiling, Integration with any third-party database, CRM or tool for smooth and seamless functioning and having Web-Agent facility
Head Phones for CCEs The solution provider needs to facilitate the Head Phones with advance features for the CCEs. It should have the facility of Own Dial Pad, Volume Control, Flash Button, Tone/pulse dialing switch, Last Number Redial Button, Mute Button, Over-The-Head Noise-Canceling Headset, Clear Sound quality, Extension Jack
Call Center Statistics The Proposed Solution can able to give Queues/Agents statistics and real time status, Inbound/Outbound Graphs, CSV and PDF Data Export and Windows, Mac, and Linux Desktop Applications support.
Service Finalization Report Generation 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. SI 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:
(a) 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
(b) Reports should also be available in web-enabled format & should be configurable to
be mailed to a defined mailing list at defined interval/ period
COMPUTER (Desktop): Intel® Core™ i5 Processor (3M Cache, 3.10 GHz), 4GB Single
Channel DDR3L 1600MHz (4GBX1) or Higher,1TB 7200 rpm HDD,
monitor 18.5”, Graphics, Intel® HD Integrated Graphics, DVDRW
Optical drive, Network Port, VGA (1), HDMI out (1), DC power,
Front- (2) USB 3.0, OS windows 10 pro, MS Office, 1 year Antivirus,
1 year onsite warrantyThe Product should be BIS Certified..
Multi-function Device-Print, copy, scan
S. No. Type Particulars
1 Functions Print, Copy, Scan
2 Multitasking supported Yes
3 Print speed black Required Min. 23 PPM
4 Scan Colour Scan up to 30 ipm
5 RAM 128 MB
6 Duty cycle (monthly, A4) Up to 50,000 pages per month
7 Print technology Laser
8 Print quality black (best) Optical: 600 x 600 x 2 bit dpi; Enhanced: 1200 x 1200 dpi
9 Processor speed 600 MHz
10 Paper Input capacity Up to 350 Sheets
11 Display 4-Line LCD
12 RADF 100 Sheet
13 Connectivity, standard High speed USB 2.0
14 Network Yes
15 Zoom 25 to 400%
16 Multi Copy Yes
17 Scan file format TIFF, JPEG, PDF, BMP
18 Paper Size Up to A3
19 Power
Normal Operation 550W,
Max/Peak 1.1kWh,
Sleep/Power Off 1W/0.2W,
20 Duplex Yes
21 Warranty 1 year OEM warranty and the Product should be BIS
Certified.
Online UPS (5 KVA) with Battery: Input -Single Phase, voltage 230 V AC,Voltage range
160V-300 V AC) with 8 nos. of Battery 150 AH, 12 volt,
Warranty- In UPS 2 Years with spare or as per the
manufacturer's warranty policy whichever is in higher side
& In Battery 2 years or as per the manufacturer’s warranty
policy whichever is in higher side.
Product should be ISO certified
-- End of Format for Proposal --
End of Document