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Response to Queries regarding RFP for the Selection of Agency to Establish Comprehensive Call Centre in Himachal Pradesh

Response to Queries regarding Request For Proposal

For

the Selection of Agency

to

Establish Comprehensive Call Centre for Department of

Health & Family Welfare, Govt. of Himachal Pradesh

Mission Director, National Health Mission

Department of Health & Family Welfare,

Government of Himachal Pradesh

SDA Complex, Kasumpti,

Shimla – 171009

Tel: 0177-2624505, 2624105

Fax: 0177-2624505


Pre-Bid Queries regarding RFP to Establish Comprehensive Call Centre in Himachal Pradesh

Sr. RFP Page No.

Reference of RFP Query/ Suggestion/ Clarification Committees Recommendation

1 Page No. 38

PQ. 3 Average annual turnover required is more than 10 crores

Here we do not qualify because we have turnover of approx. 6.5 crore.

PQ. 3 stands amended. The Pre-Qualification Clause PQ.3 (at Page 38) should be read as "Annual Turnover of Company/Society should be minimum Rs. 5 Cr" Please refer Corrigendum

2 Page No. 39

PQ. 5 Bidder should have minimum 5 Medical Counselor on board on Companies roll

Presently we have no Medical Counselor with us but we have great experience of hiring right person for right kind of job.

This condition has been relaxed. However, bidder are required to provide details of the manpower available for Call Centre operations. Please refer Corrigendum

3 General Reference of CV guidelines for pre-qualification

Reference of CV guidelines for pre-qualification

CVC guidelines cannot be considered for establishment of Call Centre because these are for Civil/Electrical related Works, whereas establishment of Call Centre is Service delivery project.

4 Page No. 6.

Section 1: Introduction The Call centre initiative leverages on cutting edge technologies to address the Health care requirements across the state by providing Health care information and medical advice to peripheral public health personnel round the clock.

In Page 7 It is mentioned the call centre will be operation round the clock. And in Page 17 timings are given 9: AM to 6 PM (every day except mandatory national holidays) Kindly confirm the timings for inbound and outbound.

Clause in Page 7 & 17 should be read as "The operation timing of the Call Centre would be from 9:00 AM to 6:00 PM (except Sunday)"

5 Page No. 8

1.4 Stake holder Analysis Beneficiary, Health Workers (ANM/ASHA etc.) DoHP

In stakeholders section it is mentioned that stakeholder are 1. Beneficiary (Pregnant women), 2. Health workers &

104 Helpline would be accessible to general public for assistance


3. GoHP

6 Page No. 11

At the cost of a phone call, any citizen can render medical information and advice, avail counseling services.

Please clarify, If 104 Helpline (inbound) will be accessible to general public or only health workers and pregnant women beneficiaries.

104 Helpline would be accessible to general public for assistance

7 Page No. 11

Grievance Redressal Mechanism For registering and monitoring grievances, should call centre agent access “grievance monitoring system” and update the details in the website? If so, will you please provide read and write access permissions etc. for accessing the existing website? (http://admis.hp.nic.in/esamadhan).

Our understanding on integration of “grievance monitoring system Already the complaint escalation matrix is designed and being implemented Call centre executives will access esamadhan site to register the complaint on behalf of beneficiary and generate complaint ID to communicate and follow-up. Kindly confirm the above.

Successful Bidders would be provided with Login details to record Grievance on behalf of beneficiaries.

8 Page No. 12

Section 3. Project Scope of Work Page 12: Go-Live of Call Centre (within 90 days from the award of contract). Page 48: Call Centre should be completed within 60 days from the date issue of the work order/award of contract

The timelines for deployment of project is 60 days or 90 days. Please confirm.

The Clause mentioned in Page 12 & 48, should be read as "Go-Live of Call Centre (within 90 days from the award of contract)."

9 Page No. 12

Section 3. Project Scope of Work, Establishment Shall obtain the license of Call Centre operation for the project

Please confirm the types of license required.

Bidders would have to procure necessary Call Centre licenses

10 Page No. 12.

3 Project scope of Work Establishment of Call Centre To Integrate Call Centre Application provided by Ministry to develop & Integrate Application with MCTS Application & e-Samadhan of Govt. of HP.

Need clarity on integration of call centre application with MCTS application provided by Ministry.

Ministry of Health & Family Welfare, GoI has recommended to use/integrate their application In case if integration is not feasible, then MCTS login details would be provided to the successful Bidder for generating data through reports for


integration with Call Centre

11 Page No. 12

Hardware, Software, Telecom facilities All contemporary state of the art Business Intelligence Tools including but not limited to Automatic Roster Workforce Management Tool, Call Back Manager with Dialer, Voice Mail module (not only on IVR but for all agents across all services), Screen recording & Barging & Online Reports & Management Dashboards for DoHFW….Business Intelligence (BI) Tools an…

Voice mail module Screen recording Business Intelligent tool Work force Management The above tools are not required for this type of assignment and it will add to an extra cost. Hence, we request to remove this requirement and allow bidders to use their internal tool.

Bidder should have necessary tools to monitor the progress of work at their end. The suggested tools as per Page 12 of RFP like Voice mail Module, Screen Recording, BI Tools, Work force management) are not mandatory

12 Page No. 12 & 18

Project Scope (Scope of Work) Page 12: Arrangement of Space (Preferably in Shimla, Solan & Dharamshala) for establishment of Call Centre Page 18: Responsibilities of Department of Health & Family Welfare (Point 5)

Pleas confirm whether DoH&FW will provide the space or bidder has to arrange the space on their own.

The Clause at Page 12 & 18 should be read as "Bidder to arrange for space to set-up Call Centre from either of 3 locations i.e. Shimla or Solan or Dharamshala" as per the final decision taken by Department of Health & Family Welfare in this regard

13 Page No. 22

5. Functional & Non-Functional Requirement Specification IVRS should be integrated with the Call Centre/MCTS Solution and stakeholder profiles of previous callers can be referenced through their contact number, 18-digit unique I

Kindly clarify the role of IVRS in outbound MCTS call center

Voice messages would be sent to beneficiaries and general public for follow-up & IEC purpose respectively.


14 Page No. 14 & 116

Section 3. Project Scope of Work, Layers of expertise required In Page14: Layers of expertise Page 116: In commercial Bid format it is mentioned as No of Seats.

Kindy clarify is it a number resources or seats and bifurcation of No of inbound and outbound seats. If it is no of resources is this inclusive of buffer staff? Kindly confirm the ratio of Executives vs supervisor. If inbound has to be operational 24X7 it requires minimum 3 +1 buffer doctors.

The out-bound call load has already been estimated, please refer RFP for this. However, exact number of inbound calls cannot be accessed. Resources are to be utilized as per requirements

15 Page No. 17

Section 3. Project Scope of Work. Point No 9, Capacity Served Minimum 180 calls (Outbound) and minimum 6 hours of actual calling in a day by individual Helpdesk / Call

It is difficult to make 180 calls per executive. In the view of scope of work, 1. Validation of records 2. Advice 3. IEC of scheme 4. Updating the records in software application and MCTS portal) 2 minutes AHT will not be sufficient. And based on our experience in running MCTS projects in Assam and Arunachal Pradesh the AHT required for this work is 5mins Hence request you to consider 1. AHT as 5 minutes and 2. No of Calls per agent per day is 80-90 in a shift of 8 hours (including 1 hour break)

The Clause at page no. 17 should be read as: Considering average time of 2 minute time per call, average per seat outbound calls have been calculated to be 180/day. However, if the call duration is more than 2 minutes then minimum 6 hours of calling time would be considered.

16 Page No. 17

Estimated Beneficiaries & Calls Per Year Type of Beneficiary No. of Beneficiaries (Approx.) Calls per Beneficiary 1. Pregnant Women 127228 2. Children 115662 3. All Health Workers 3200

5 calls to be made per pregnant women, is this inclusive of High risk calls. Is the data available of the beneficiaries

The data of high risk call is available under MCTS


17 Page No. 11 & 17

Estimated Beneficiaries & Calls Per Year Inbound No of Beneficiaries Approx. :127228 Calls per Beneficiary :5

No of beneficiaries for inbound call centre is equal to No of pregnant women. Page 11: It is mentioned that At the cost of a phone call, any citizen can render medical information and advice, avail counseling services. Kindly clarify whether 104 inbound helpline is accessible to all citizens of Himachal or only to pregnant women. If It is for general citizens than it very difficult to achieve give SLAs with the 5 counsellors.

104 Tele Helpline would be accessible to all citizens of the State.

18 Page No. 18

Scope of Work: Roles & Responsibilities Point No 4 Owning of the copyright of Call Centre Application that is developed by Agency,

This needs to be modified to “the call center application will be licensed to GoHP for the duration of the project”

Successful Bidder to handover License & application to Department on completion of Project.

19 Page No. 20

Scope of Work: Roles & Responsibilities Point No 30 All voice calls to be recorded. Voice storage should be of minimum two months in the online application and provision of backup of archive data for 10 years in removable storage

10 years is a long period for storing the calls, kindly amend it.

Clause at Page 20 should be read as "All voice calls to be recorded. Voice storage should be of minimum two months in the online application and provision of backup of archive data for 5 years in removable storage"

20 Page No. 22

5. Functional & Non-Functional Requirement Specification 1. Implementation of the IVRS solution, Point a Identifying the region from which the call is originating and greeting the caller in corresponding language of English and Hindi. IVRS shall interact with the callers in duplex mode through synthesized recorded voice in Hindi /

Call are expected from within the state, it difficult to find the out district wise call details. However to identify the region of Health workers we request GoHP to provide the details of Health workers which will be uploaded in the software application. We suggest greeting shall be in Hindi with an option to switch the language to

There should be a provision in the Call Centre to capture limited demographic database at the time of receipt of calls. However, geographical location of Health worker is available on MCTS The amendment may be considered, regarding greeting in Hindi with an option to switch to English.


English depending on region from where the call originates.

English.

21 Page No. 25

Schedule for Invitation to Tender Page 25: Rs. 5,00,000/- (Rupees Five Lacs only) in the form of (DD) Demand Draft/Bank Guarantee in favor of “Mission Director, National Health Mission, Page 39: Bidder should submit the Bid Security of Rs. 5,00,000/- Bid Security in form of Demand Draft

Kindly accept the bid security in the form of Bank Guarantee

The clause at Page 25 & 39 should be read as: Rs. 5,00,000/- (Rupees Five Lacs only) in the form of Bank Guarantee in favour of “Mission Director, National Health Mission" Bank Guarantee would not be accepted in the form of Demand Draft (DD)

22 Page No. 28 & 30

Envelope 1: Bid Security A board resolution authorizing the Bidder to sign/ execute the Bid as a binding document and also to execute all relevant agreements forming part of RFP shall be included in this envelope Page28: A letter of authorization shall be supported by a written power-of-attorney accompanying the bid

Request for amendment to submit the power of attorney or authorization letter issued by CEO/Head of the organization Kindly clarify “to execute all relevant agreements forming part of RFP shall be included in this envelope”

No Amendment

23 Page No. 31

Section 2: Instruction to bidder Envelope 3: Technical Bid The Technical Bid shall be submitted in accordance with the requirements specified in this RFP and in the formats prescribed in this volume.

Types of document to be submitted in Envelop 3 is not given. Please clarify.

Bidders to provide relevant documents as mentioned in Section: 8.2 of RFP document

24 Page No. 38

Pre-Qualification Criteria,PQ.2 Bidder must have a registered office for doing business in India for a period of at least last 5 years as on March 31, 2015. Certificate of Incorporation and Commencement of Business & Audited

Kindly consider registration certificate as commencement certificate is not applicable to societies

Bidders may be allowed to provide Registration Certificate as commencement certificate.


Financial Report

25 Page No. 38

Pre-Qualification Criteria,PQ.2 Bidder must have a registered office for doing business in India for a period of at least last 5 years as on March 31, 2015.

Documentary evidence required for this is mentioned as Incorporation & Commencement of Business.

With reference to Pre-qualification Clause PQ. 2 at Page 38, Society Registration Certificate may also be considered as supporting document

26 Page No. 39

PQ. 5 & PQ. 6 Bidder should have minimum 5 Medical Counsellor on board on Companies roll Bidder should have minimum 50 Resources (Call Centre Executive) working across various Call Centre/ BPO Projects across India

Documentary evidence is bidders resources list as per the format in section 8.2.11. In the RFP, the format 8.2.11 talks about training and development. Kindly confirm the correct format.

Bidder's resource profiling format is mentioned in Section 8.2.12 & 8.2.15 of the RFP document

27 Page No. 39

PQ. 7 Minimum 70% (i.e. minimum 18 out of total 27) of the total resources should be Himachali

It is very difficult for any bidder to recruit resources before the project allotment. Hence we request to remove this clause. Hence, the format mentioned in “8.2.15 manpower details at Page No. 107” and “8.2.16 Profile of Personnel at Page No. 108” cannot be provided.

Bidders to provide Undertaking for meeting the eligibility condition as mentioned in RFP document & to provide 70% Himachali resource in Call Centre. Bidders should provide resource profile details from the existing staff deployed on various Call Centre/BPO projects

28 Page No. 41

Qualification & Relevant Experience of Key Personnel I. Key Resource - (20 Call Centre Executives + 5 Medical Counselors + 2 Doctor) - 15 Points II. Deployment Plan–10Points

It is very difficult for any bidder to recruit resources before the project allotment. Hence we request to remove this clause.

Bidders to provide Undertaking for meeting the eligibility conditions as mentioned in RFP document & to provide 70% Himachali resource in Call Centre.


29 Page No. 42

Technical Evaluation Parameters Financial Capability of the Bidder a) If Bidder turnover is >= 20 Cr. for FY 2013-14 with profit = 10 Points b) If Bidder turnover is >= 15 Cr. & < Rs. 20 Cr. for FY 2013-14 with profit = 7 Points c) If turnover is >= 10 Cr. & < Rs. 15 Cr. for FY 2013-14 with profit = 5 Points

Kindly remove the “profit” clause as this is not applicable for Non- Profit or Not for Profit organizations.

The Clause as mentioned at Page 42 of RFP "with Profit" stands deleted

30 Page No. 42

Technical Evaluation Parameters Professional Experience of Top Management in Call Center/ BPO Industry a) If Experience of Top Management in Call Center/BPO Industry is more than 7 years: 3 Points b) If Experience of Top Management in Call Centre/BPO Industry is more than 3 years but less than 7 years = 1 Point

8.2.1 “Profile of top management” it is mentioned to provide the details of CMD/MD & Directors. Kindly consider professional experience of the senior management such as (Sr. VP, COO, CFO, GM, AGM etc.)

Bidders may also provide experience of the senior management such as Sr. VP, COO, CFO, GM, AGM etc. with reference to Clause as mentioned in Clause 8.2.1 of RFP

31 Page No. 42

Technical Evaluation Parameters Number of Medical Counselor on board of the Bidder a) If Bidder has >=10 Medical Counselors on Board: 2 Points b) If Bidder has >=5 & <10 Medical Counselors on Board: 1 Point

In the RFP, the format 8.2.11 talks about training and development. Kindly confirm the correct format. Since it is a health call centre, it is requested that the weightage for health experience be enhanced.

Bidders Resource Profiling format is mentioned in Section 8.2.12 & 8.2.15 of RFP document Evaluation will be done based on the basis of parameters mentioned in RFP

32 Page No. 42

Technical Evaluation Parameters No. of Call Centre Executive working for Bidder on various Call Centre/BPO Projects in India a) If Bidder has > 100 Call Centre Executives working on various BPO projects in India: 3 Points b) If Bidder has > 75 Call Centre

In the RFP, the format 8.2.11 talks about training and development. Kindly confirm the correct format

Bidders Resource Profiling format is mentioned in Section 8.2.12 & 8.2.15 of RFP document


Executive working on various BPO projects in India: 2 Points

33 Page No. 43

Technical Evaluation Parameters Bidder should have successfully implemented / completed similar Call Centre project during the last 5 years.

Kindly confirm if on-going projects are considered. Also, please consider “similar call centre” as health helpline

On-going project can be considered. Bidder would have to provide supporting documents like Contract Copy or Award of Contract or Certificate from Client relevant to the Project implementation

34 Page No. 43

Technical Evaluation Parameters Bidders as Organizations Experience in Call Centre / BPO Industry in India

104 Health helpline requires a validated medical algorithm and triage system. Hence request to consider only health specific call centre experience

Not Amendment

35 Page No. 41

Technical Solution I. Technical Presentation of the Bidder

– 10 Points

II. Call Centre Competencies of the

Bidder - 8 Points

III. Training Methodology & Reporting

capability of the Bidder – 4 Points

IV. O&M Methodology–3Points

It is requested to consider health experience of the bidder rather than just technical competency. The following may be considered favourable: 1. Tested & proven indigenous algorithms system: 5 Points 2. Features and functionality of application software for Health Helpline: 10 Points 3. Features and functionality of application software for MCTS component: 10 Points

Not Amended

36 Page No. 43

Technical Evaluation Parameters Organization Experience in Hindi Language based Call Centre / BPO Industry

Kindly consider only health specific call centre experience or assign weightage to existing MCTS solution.

Not Amendment

37 Page No. 45

Technical Evaluation Parameters For all the above, the Completion Certificate of the projects completed in the last 5 years (as on 31/03/2015)

Kindly consider LOI / Award of Contract. Bidder may also provide Letter of Intent/ Copy of Contract/ Award of Contract/ Certificate from client with reference to document desired as per Clause mentioned in Technical


Evaluation parameters.

38 Page No. 50

5. Payment Terms No advance Payment will be given

NGOs/Non-profit organizations are not eligible for availing loans/ ODs etc. Request for providing CAPEX and one quarter OPEX in advance. Providing/submitting BG for 'Advance' also is an issue, since we are Society and need to deposit 100% margin money for obtaining BG.

Upfront advance of Rs 50 Lakh can be provided against the submission of Bank Guarantee to the successful bidder. The same amount may be deducted in equal amount from next 5 quarterly payments scheduled for the Agency (successful Bidder)

39 Page No. 50

5. Payment Terms Payment will be given on Quarterly basis, once the Call Centre is set-up, QGR of Agency would be initiated on quarterly basis on completion of quarter (3 month period

Kindly give the payment on monthly basis No Amendment

40 Page No. 85

Expected Service Level Parameters Resources planned for inbound call centre are Medical Counsellors and doctor. Based on our experience in operating 104 Health Helpline the current AHT for only providing the counselling is 8-10 Minutes. In addition, it also mentioned that counsellors have to provide the other services such as Information on health schemes, Health advice, Grievance redressal etc. It is very difficult to achieve the given SLAs with 5 counsellors.

Out of the total 20 Call Centre executive, 1 or 2 resources can be re-allocated for handling general calls.


41 General We propose to earmark 15 dedicated seats for outbound and remaining 12 seats (5 Paramadics+5 Counsellors+2 Doctors) for inbound.

The following manpower deployment pattern for Call Centre: 1. Minimum 15 Call Centre Executives should be Graduate+ PGDCA/BCA and with 1 year experience as per RFP. 2. However, 5 resources can be recruited having some medical background like GNM/ Bachelor in Nursing or Equivalent for need based resource sharing with 104 helpline. However their primary job will be outbound calls wrt MCTS 3. Bidder to propose at least 50% female resources for Call Centre Executives. Please refer Corrigendum

42 Page No. 30

Annexure 8, Pre-qualification bid letter Page 30: Mode of Submission: Envelop 1 : Contain the Bid Security + A board resolution authorizing the Bidder to sign/ execute Tender Fee (Non- refundable) of Rs. 5,000/- (Rupees Five Thousand only) and Processing Fee (non-refundable) of Rs 10,000/-

In pre-qualification criteria it is mentioned that these documents shall be a part of envelop 2 and in page 30 it is mentioned these documents shall be a part of envelop 1. Kindly clarify.

Envelope 1: Bid Security Bid Security, Tender Fees, Processing Fee & Board resolution to be part of this envelope.

43 Page No. 90

Covering letter: We are hereby submitting our Pre-Qualification Bid (one original and one copy), which includes the following: • Bid Security of the prescribed amount and validity • Tender fees of the prescribed amount and validity • Board Resolution / Authorization

Kindly clarify. Envelope 2: Response to Pre- Qualification Requirements Letter as per Section “8.1.1 Pre-Qualification Bid Letter” to be part of Envelope 2 along with the Pre-Qualification requirement as per Section 3.2.1 with supporting documents as desired.


letter in favour of the authorized signatory

44 Page No. 93

8.1.2 Supporting Information for Pre-Qualification Conditions Bidder details, Point No 4. Bidder’s tender number

Kindly clarify the details to be captured against “Bidder’s tender number”

The Point 4 of Clause 8.1.2 mentioned at Page 93 of RFP stands deleted “Bidder Tender Number”

45 Page No. 100

Formats Technical requirement Requirements Configuration Suggestion PCs – configuration Other infrastructure for the agent /team leader

Kindly clarify need to fill details of proposed solution or existing solution

It would be required for Technical Evaluation purpose

46 Page No. 100

Formats Physical Infrastructure Workstations - dimensions & furniture Air-conditioning, lighting, rest rooms, lockers Physical security arrangements - CCTV, access control Any Other Clause 8.2.9 Bidders Reporting Capability Reports Ability to provide BI Reports

Kindly clarify the details to be provided in the formats is of proposed solution or existing solution

Bidder to fills in the relevant details as desired in the format mentioned in the section 8.2.9 of RFP document

47 Not Given in

RFP

IEC cost Who will do IEC of the project (104 Health Helpline). Kindly clarify

IEC can be done by sending voice messages through Call Centre

48 Not Given in

RFP

Participation of Wipro in the Tender We request GoHP to instruct Wipro not to participate in this tender as Wipro limited is into BPO operations and also the consultant for this RFP.

M/s Wipro Ltd. is not eligible to participate in the Tender process


49 Page No. 7

The Call Centre will have provision for Tele Helpline (104). Who will acquire the 104 number and lease line / Internet connectivity required to support connectivity between Delhi NIC and Call Centre?

Service Provider should only act has mere communicator to procure the said 104 number and required Internet bandwidth to establish the link between NIC Delhi and Centre location from the service provider. The number and internet bandwidth connection shall be procured in the name of NRHM Department and the Telecom service provider shall send the bill to NRHM for payment of Telecom Usage & Bandwidth. All documents required to procure the number shall be provided by NRHM only. The Call Centre Service provider will validate the number of calls and bill, supported by MIS / Reports.

Successful bidder would acquire 104 no behalf of Department Internet connectivity charges are to be built up in the per seat cost by bidders.

50 Page No. 8

1.4. Stake Holders Analysis Does the Beneficiary, Health Workers (ANM / Asha etc.) are accessible on mobile phones or carry mobile Phone.

IT would be difficult to reach out to people if they are not carrying the mobile phones? What percentage of Stakeholder carries Mobile phones?

All of the beneficiaries are already registered with Mobile No.

51 Page No. 12

Project Scope (Scope of Work) Screen Recording – Percentage of Screen Recording to be defined, Storage Duration and purpose of the same?

Since 100% calls are getting recorded, the screen recording as per our understanding would not be required, as the call centre is not going to capture any confidential data. Since the most of the data is getting extracted from MCTS platform. IT will also impact the overall project commercially, as screen recording in itself is expensive and maintain and storing the same is even more expensive.

The Clause mentioned on Page 12 regarding Screen recording is not required.


52 Page No. 12

Project Scope (Scope of Work) Automatic Roster Workforce Management Tool.

Since the team size is not that big, we would like to suggest to not make use of Automatic Roster Workforce Management Tool mandatory. As the same are expensive. Secondly the NRHM helpline is operating in the single shift (0900 Hours to 1800 Hours daily), so the Automatic Roster Workforce Management Tool, would not be effective, as it is simple that 20 Call Centre Executives, along with 05 Medical Counselor shall login daily to do the duties under the presence of 02 number of Doctor to provide support. Also the Service provider is liable to give IP Web Camera access to the NRHM department. Request you to please remove it or make it optional.

Bidder should have proper reporting mechanism to share Call Centre reports with the official of Department of Health & Family Welfare The suggested tools at Page 12 of RFP (Voice mail Module, Screen Recording, BI Tools, Work force management) are not mandatory NRHM may ask for IP Web Camera on need basis, so optional

53 Page No. 14

Qualification & Experience of Staff (Mandatory & Desirable) Call Center Executive (CE) Should be Graduate with 1 Year post Graduate diploma in Compute Application or BCA / Equivalent Qualification. Minimum 1 Year Experience in a call Centre preferably in Health Sector.

We suggest that the qualification criteria be relaxed to Graduation only without specific stream (B.Com / B.A / B.Sc) and also the 01 Year experience. There are few reasons for that – Service provider has to hire people of Himachal Pradesh Origin or Domicile of Himachal Pradesh. There are not many call Centres operating in Himachal Pradesh, especially people with 01 year experience would be very difficult to find out. The ones with Medical (Nurse / Paramedics) would like to pursue jobs relevant to their degrees of education qualification. Therefore we request you to please relax the criteria to Female only, Graduate of any stream, with 0 – 6 months

Manpower deployment pattern for Call Centre: 1. Minimum 15 Call Centre Executives should be Graduate + PGDCA/BCA (with 1 year experience) as per RFP. 2. However, 5 resources can be recruited having some medical background like GNM/ Bachelor in Nursing or Equivalent for need based resource sharing with 104 helpline. However their primary job will be outbound calls wrt MCTS 3. Bidder to propose at least 50% female resources for Call Centre Executives. Please refer Corrigendum


of work experience.

54 Page No. 17

Estimate Beneficiaries & Calls per Year (Inbound Calls Table) No. of Beneficiaries (Approx.) 127228 (One Lakh Twenty Seven Thousand Two Hundred & Twenty Eight)

If these many inbound calls are expected, and if we also take into account the outbound numbers. The defined team size of 20 CE and 05 Medical Counselor would not be sufficient to support the call volumes.

Normally, inbound MCTS calls are not expected.

55 Page No. 17

Capacity Served Minimum 180 Calls (Outbound) and Minimum 6 Hours of actual calling in a day by individual Helpdesk / Call Centre Agent within the support window. The average calling time per call is expected to be 2 minutes.

We understand that these numbers have been arrived at basis certain guestimates / estimates. We would like to propose a Two Month cooling period to be extended to Service Provider. Basis the Two Month MIS that is generated on various Call Types, NRHM should define the minimum number of calls or Minimum login hours for an individual Helpdesk / Call Centre Agent within the support window. Also the Bifurcation of the CE team for how many will do the Outbound and how many shall be dedicated to Inbound.

The clause at page no. 17 should be read as: Considering average time of 2 minute time per call, average per seat outbound calls has been calculated to be 180/day. However, if the call duration is more than 2 minutes then minimum 6 hours of calling time would be considered.

56 Page No. 20

Point No. 21 Agency Shall Handover the Call Centre sit along with all Infrastructures built for the project to DoHFW.

Service Provider is required to build its own CRM which will be integrated with MCTS. The CRM would be proprietary to Call Centre. We recommend extending licensed version of CRM to be extended to DoHFW.

Successful bidder to extend licensed version of CRM to Department of Health & Family Welfare after completion of the Project


57 Page No. 39

Page No. 40

Over all Evaluation Process & Criteria PQ. 5 Bidder should have minimum 5 medical counselors on board on companies roll. Technical Evaluation Parameters Sr. 1.3 Number of Medical Counselor on board of the bidder. 2 Marks have been allotted to this criterion.

The RFP is open to all BPO / Call Centre. Even if a BPO who does not have past Health Projects experience. So if a BPO does not have past health project experience, they would not have medical counselors on companies roll. Request you to please look into this. Otherwise only those BPO’s will be able to participate which has / have executed / executed Health Projects. It will not be fair to others. Accordingly they score points and eventually these points may help them win the RFP. It is suggested that these points should be added to proposed Key Personnel and Deployment Plan.

The PQ. 5 at Page 39 stands deleted However, bidders are required to provide details of the manpower available for Call Centre operations along with undertaking regarding deployed of said resources as per the condition of RFP.

58 Page No. 38

Over all Evaluation Process & Criteria General Suggestion – There is nothing mentioned about Consortium / Joint Ventures

We would request you to allow Consortium / JV formation for this RFP. As it will bring a lot of synergies on the table. It would be great if we can rope in an organization from Himachal who will manage the day to day activities with assistance, monitoring and supervisory being provided by Lead Bidder, if you allow consortium. As it would be easy to Hire, Train & Retain People for this project for the Himachal Based organization as it will extend them job security, with support coming from the experienced & Learned player in terms of execution of project and best practices prevailing in the industry.

No Amendment


59 Page No. 21

Call Recording 100% Service Provider will maintain 100% call recording. The call recordings shall be kept on the Server for a period of one month. On monthly basis these call recordings shall be removed from server and stored on DVD’s with one copy being shared with DoHFW and One copy being maintained by Service provider. It is service Providers responsibility to make the call recordings available to DoHFW for a period of Seven year.

Bidder should have enough stage capacity to store details at least for an year, apart from providing DVD copies.

60 General Per User Bandwidth Required to support MCTS & Link establishment from Delhi NIC To Centre Location (Shimla / Solan or Dharamshala)

Request you to please advise us on the per user Bandwidth that would be required to establish connection between NIC Delhi and Centre Location (Shimla / Solan / Dharamlshala) for smooth hosting and functioning of systems and pulling out information and uploading information.

The cost to be assessed by successful bidder.

61 Page No. 11

Tele helpline (104) At the cost of a phone call, any citizen can be rendered Medical Information and advice.

Does Medical Information include directory information, health schemes, promotions and health facilities

104 Helpline would be accessible to general public for assistance/ Health advice

62 Page No. 11 & 13

Tele helpline (104) for reducing minor ailment load on the public health system including Adolescent counseling

How does adolescent counseling is different to General counseling? Any specific guide lines available for adolescent counseling?

2 Clinical Psychologist (including 1 Female) have already been proposed out of total 5 Medical Councelor required for Establishment of Call Centre as per the Clause regarding Qualification & Experience of Staff (Mandatory & Desirable) mentioned in Page 14 of RFP document

63 Page No. 11

Grievance Redressal Mechanism Grievance redressal shall mean only to MCTS or Medical Services provided by Call center or for all Medical facilities/services/ Problems related to Health delivery

Successful Bidders would be provided with Login details to record Grievance on behalf of beneficiaries for any type of queries


services in HP.

64 Page No. 11

Grievance Redressal Mechanism While integrating with existing Grievance redressal, will GoHP give us access to the existing database or any possible mechanism to integrate?

65 Page No. 11

Grievance Redressal Mechanism Does the entire set of grievances registered through call centre be also reflected in the existing website (http://admis.hp.nic.in/esamadhan).

66 Page No. 12

All state of the art BI tools including but not limited to ARWM tool, Call back manager with Dialer, Voice Mail module…….

In what context the voice mail communication shall be utilized. Need clarification in detail?

To sending voice messages to beneficiaries and general public for IEC purpose

67 Page No. 12

IVR application with server, CTI solution including ACD, Dialler, Voice Logger, Diaster Recovery

While on the disaster recovery, only the servers (application/DB) to be included or entire call centre setup to be included?

Disaster recovery would be for Servers (application/DB) and other important IT infrastructure/Storages

68 Page No. 13

104 Number Does MCTS, Adolescent Health Helpline and Tele helpline use the same 104 number?

Only one number 104 would be used for all citizens

69 Page No. 20

Responsibilities of Selected Bidder: Point 28. Findings of the call should be captured in the customized application and it should be shared with the DOHFW on weekly basis

It may be shared with DoHFW on monthly basis.

No Amendment

70 Page No. 22

1.a) IVRS should be scalable and provide ease of integration with the other components of Call Centre solution.

Please elaborate scope of IVRS scalability so that bidder may assess the future requirement

Any additional requirement (head based) may be as per discretion of Department & can be limited to Call Centre specific services

71 Page No. 22

2.a) Agency should provide Call Report and status details to all BMOs

Please elaborate the required call reports and status to be given to BMO’s Suggest to provide report formats in advance to understand and consider during formation of applications

Successful Bidder would share the reporting format with Department, if approved then the format would be shared with all BMOs for effective implementation of Project


72 Page No. 33

f. It is mandatory to provide the break-up of all components in the format specified for number of units for each component provided in the BoM in the commercial bid. In case of discrepancy between the BoM in technical and commercial bid, BoM of technical bid remains valid.

a) Do bidder need to submit BoM both in Technical and Financial Bid? b) BoM in financial bid should include line item wise cost?

Bidder to submit Total Contract Price (TCP) as per Clause 8.3.2. of RFP document. It is mandatory for the Bidder to submit detailed list of Hardware / IT infrastructure in technical bid, please refer per Corrigendum Clause 8.7 for Annexure required with detailed implementation methodology

73 Page No. 72

Invoke the Performance Bank Guarantee and other Guarantees furnished hereunder, enforce the Deed of Indemnity, recover such other costs/losses and other amounts from the Bidder as may have resulted from such default and pursue such other rights and/or remedies that may be available to the Purchaser under law.

Request to rephrase the statement as it is too harsh and encompassing entire investment.

No Amendment

74 Page No. 83

1) Penalty 1% of Total Contract for per week delay subject to maximum 5 weeks delay after that contract may be terminated

As per 6.31 (Liquidated Damages) in Page No. 80 it is mentioned that “Recover from the Bidder, as liquidated damages and not by way of penalty a sum equivalent to 0.5% of the Contract Value for each week” Both the penalties mentioned for the same reason is contradictory

The Clause mentioned at Page 80 & 83 should be read as "Penalty of 1% of total Contract value per week"

75 Page No. 83

Availability of the Helpdesk Agents Considering the number of Helpdesk agent 20 Absent of 1 agent is equivalent to 5% So scale between 98.9% and 95% does not have any relevance Request the deduction of 2% in case of Less than 95% of Availability of Help desk Agent

No Amendment


76 Page No. 83

SLA & Penalty The penalties mentioned for different SLA’s are very high to the extent of 22% – 25% Request to keep a maximum gap of 10% of the Bill Amount for penalties against all SLA’s.

No Amendment

77 Page No. 86 & 87

a)Call queue waiting: To ensure more than 90% call requesting to speak with an agent are attended to within 30 seconds b)Call Abandoned Rate To ensure not more than 3% of calls requesting for an agent go unattended (On ACD) C) To ensure that not more than 2% of calls on IVR get abandoned without execution of a single function

a) Establishing a call and continuation of calls till end of conversation depends on quality of telecom service provider. Operator should not be penalized for call drop in between. b) In regard to call, SLA/Penalty should be only for i) respond to a call within stipulated time of 30 Seconds to ensure speed of service and ii) Unattended call beyond expectation level.

Bidder may not be penalised on account quality of the service provide, if there is call drop during conversation. However, as per the conditions will be as per the RFP.

78 General MCTS & Tele Health Does doctor and counselor confined to address the queries related to MCTS or have scope to address general queries as well.

Role of Call Centre would be to address queries of all the citizens.

79 General GIS MAPS a) Does GoHP provides GIS maps or Bidder has to provide? In case we use Google Maps, the Key cannot be transferred on completion of project.

Department may provide Longitude & Latitude to the successful bidder if required.

80 General Licenses Should we procure the licenses in the name of GoHP or on Bidders name.

Bidders would have to procure necessary Call Centre licenses

81 General Source Code of Application Should we handover the Source code of Application to GoHP? Application may be handed over, handing over of Source code to be avoided.

Bidder have to handover Application & licenses to Department on the completion of Project

response to queries regarding request for proposal for the ... · response to queries regarding rfp...

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