BSES Rajdhani Power Limited · 2018. 10. 12. · 2. The Bidder should be a profit making company in at least three of the last five financial years 2013‐14, 2014‐15, 2015‐16,

BSES Rajdhani Power Limited

Volume - I

Tender Notification for

DELIVERY AND IMPLEMENTATION OF AN ENTERPRISE LEVEL ADVANCED CONTACT CENTER AT BRPL NEHRU PLACE, DELHI.

NIT: CMC/BR/18-19//FK/KG/734

Date: 12.10.2018

Due Date for Submission of Bids: 02.11.2018

BSES RAJDHANI POWER LTD (BRPL)

Page 1 of 71 SEAL & SIGNATURE OF THE BIDDER


SECTION - I

REQUEST FOR QUOTATION (RFP)

2018-19

Tender Notification: CMC/BR/18-19//FK/KG/734

Subject: DELIVERY AND IMPLEMENTATION OF AN ENTERPRISE LEVEL ADVANCED CONTACT CENTER AT BRPL NEHRU PLACE, DELHI.

Date: 12.10.2018

Head, Contract & Material Department BSES Rajdhani Power Limited Corp. Office: BSES BHAWAN,Nehru Place;110019



INDEX

SECTION – I: REQUEST FOR QUOTATION ...................................................... 4

SECTION – II: INSTRUCTIONS TO BIDDER .................................................. 8

SECTION – III: GENERAL CONDITIONS OF CONTRACT ........................ 16-21

1.0 SUBMISSION OF BIDS ................................................................... 17

2.0 SIGNATURE OF BIDS ..................................................................... 17

3.0 SEALING AND MARKING OF BIDS ................................................... 17

4.0 DEADLINE FOR SUBMISSION OF BIDS ........................................... 18

5.0 LATE BIDS ..................................................................................... 18

6.0 MODIFICATION AND WITHDRAWAL OF BIDS ................................. 18

7.0 OPENING OF BIDS BY THE OWNER ................................................. 18

8.0 CLARIFICATION OF BIDS ............................................................... 18

9.0 PRELIMINARY EXAMINATION ........................................................ 19

10.0 PRICE ............................................................................................ 19

11.0 TAXES AND DUTIES ....................................................................... 19

12.0 INSURANCE ................................................................................... 19

13.0 BID CURRENCIES ........................................................................... 19

14.0 MODIFICATION AND WITHDRAWAL OF BIDS ................................. 19

15.0 PERIOD OF VALIDITY OF BIDS ..................................................... 19

16.0 PERFORMANCE GUARANTEE .......................................................... 19

17.0 PROCESS TO BE CONFIDENTIAL ..................................................... 20

18.0 TIME SCHEDULE ............................................................................. 20

19.0 EVALUATION AND COMPARISION OF BIDS .................................... 20

20.0 DELIVERY/SHIPMENT TERMS ........................................................ 20

21.0 PAYMENT TERMS ........................................................................... 20

22.0 LOCAL CONDITIONS ...................................................................... 20

23.0 LIQUIDATED DAMAGES FOR DELAY IN COMPLETION ..................... 20

24.0 SUB-LETTING ................................................................................ 21

25.0 CANCELLATION ............................................................................. 21


BSES Rajdhani Power Limited 26.0 LAW AND PROCEDURE ................................................................... 21

SECTION – IV: PROJECT COMPLETION REQUIREMENT ……………………….….22

SECTION – V: TECHNICAL SPECIFICATION ………………………………..…… 23-28

SECTION – I: REQUEST FOR QUOTATION

1.00 Event Information BRPL invites sealed tenders for Delivery and Implementation of an enterprise level advanced Contact Center in BRPL. The bidder must qualify the technical requirements as specified in clause 2.0 stated below. The sealed envelopes shall be duly super scribed as — “BID FOR Delivery and Implementation of an enterprise level advanced Contact Center” TENDER NOTICE NO. CMC/BR/18‐19//FK/KG/734 DUE FOR SUBMISSION ON DT: 02.11.2018

Sl. No. Item Description Requirement Specification Estimated Cost in Rs

1 Delivery and Implementation of an enterprise level advanced Contact at BRPL,DELHI

SECTION IV SECTION V 1.9 Crores

The schedule of specifications with detail terms & conditions can be obtained from address given below against demand draft/Pay Order of Rs. 1180‐ drawn in favour of BRPL, payable at Delhi. The sale of tender documents will be issued from 12.10.2018 onwards on all working days upto 30.10.2018. The tender documents can also be downloaded from the website “www.bsesdelhi.com”. However, it is advisable to inform BRPL about your interest in tender. In case tender papers are downloaded from the above website, then the bidder has to enclose a demand draft covering the cost of bid documents as stated above in a separate envelope with suitable superscription —“Cost of Bid Documents: Tender Notice Ref: CMC/BR/18‐19//FK/KG/734. This envelope should accompany the Bid Documents.

1.01 Offers will be received at 1500 Hrs on dt 02.11.2018 as indicated earlier will be opened on the same day at the address given below on 02.11.2018 at 1600 Hrs in the presence of authorized representatives of the bidders.. The schedule of specifications with detail terms & conditions are enclosed. It is the sole responsibility of the bidder to ensure that the bid documents reach this office on or before the due date.

HEAD OF THE DEPARTMENT, 1st FLOOR, ‘C’ BLOCK, CONTRACTS & MATERIALS DEPARTMENT, BSES RAJDHANI POWER LTD, BSES BHAWAN, NEHRU PLACE, NEW DELHI

1.04 BRPL reserves the right to accept/reject any or all Tenders without assigning any reason thereof and alter the quantity of

materials mentioned in the Tender documents at the time of placing purchase orders. Tender will be summarily rejected if:

I. Earnest Money Deposit (EMD) @ 2% (Two percent) of the Tender value i.e. Rs 3,80,000 is not deposited in shape of bank Draft in favour of BSES RAJDHANI POWER LTD, payable at Delhi or Bank Guarantee executed on favour of BSES RAJDHANI POWER LTD.

II. The offer does not contain “FOR, NEW DELHI price indicating break‐up towards all taxes & duties“.


BSES Rajdhani Power Limited III. Complete Technical details are not enclosed. IV. Tender is received after due time due to any reason. V. Technical offer contains any prices.

2.00 QUALIFYING REQUIREMENTS FOR BIDDERS

2.1 The Bidding is open to all qualified Bidders who fully meet the following qualifying requirements:

Prequalification criteria for bidders

Parameter Requirement Description Supporting documents

Financial stability of the bidder

1. The bidder should have minimum annual turnover of Rs. 50 Crores in each of the last three financial years (i.e. 2015‐16, 2016‐17, 2017‐18).

2. The Bidder should be a profit making company in at

least three of the last five financial years 2013‐14, 2014‐15, 2015‐16, 2016‐17, 2017‐18

Documentary evidence in form of certificate from CA in practice

Taxes and compliance

1. The bidder should be a public/private limited company registered under Companies Act, 1956 for a minimum period of seven years in India.

2. The bidder should have a valid Registration/ GST/ VAT/ Service tax Certificate, PAN Card and should be registered with the appropriate authorities for all applicable statutory taxes/duties in India

Documentary evidence of certificates

Blacklisted The company should not be currently blacklisted by any Govt. Department or PSU Enterprise in India or abroad Self‐declaration by bidder

Existence Company should have been in existence in the last 5 years Certificate of incorporation Full Cycle Implementation Experience as Primary Contractor

The Bidder must have full cycle experience supply and implementation of similar contact center product in at least two organizations in last three years (period ending Bid submission date)

Self‐declaration by bidder along with Client name and project details

Local Presence

1. The Bidder should be preferred having office in Delhi NCR

2. The company should have presence in all the metros.

Shops & Establishment Certificate from Appropriate Authority

OEM vendor authorization In case the company is not an OEM Authorization certificate/ letter of

Product from the Product Vendor

Availability of Manpower

1. The bidder should have experience for at least 3 years in last 5 years of implementing contact center in a similar organization, preferably in the large corporate.

2. The bidder should have executed similar type of work of at least two contact center supply and implementation order in last 2 years.

3. The bidder should have experience in providing

24x7x365 Technical support service for contact center services and should have in‐house OEM certified L3 technical expertise

Self‐declaration by bidder with executed project details. CV’s of at least 5 in‐house technical experts of L3 level out of which 2 should be OEM certified.

The bidder shall submit all necessary documentary evidence to establish that the Bidder meets the above qualifying requirements.


BSES Rajdhani Power Limited Company reserves the right to carry out capability assessment of the Bidders and company‘s decision shall be final in this regard without assigning the reasons thereof and preference will be given to the Bidders who have worked with utility companies. The bidder shall submit all necessary documentary evidence to establish that the Bidder meets the above qualifying requirements. Also, the Bidder shall furnish the following commercial & technical information along with the tender:

Latest balance sheet Details of constitution of the company (Proprietary/Partnership/ Limited. Along with details) Memorandum & Articles of Association of the Company Organization Chart of the company Experience details with credentials Turnover certificate issued by C.A for the last three Financial Years. No of Employees detail Premises Detail and addresses across India.

3.00 Bidding and Award Process Bidders are requested to submit their questions regarding the RFQ or the bidding process after review of this RFQ. BRPL response to the questions raised by various bidders will be distributed to all participating bidders through an RFQ Update. Otherwise BRPL will organize a pre‐bid meeting to clarify all doubts on dated 22.10.2018 at 1430 Hrs.

a. Time schedule of the bidding process The bidders on this RFQ package should complete the following within the dates specified as under:

S. No. Steps Activity description Due date

1 Technical Queries All Queries related to RFQ On or before Pre‐

bid meeting 2 Part A‐

Technical & Commercial Bid

EMD of requisite amount Non‐refundable demand draft for Rs. 1180/‐ In case the forms are downloaded from the website Documentary evidence in support of qualifying criteria Technical Literature/ list of makes etc. Any other relevant document Acceptance to Commercial Terms and Conditions viz Delivery schedule/period, Payment terms, BG etc.

3 Part B‐ Financial Bid

Price strictly in the Format enclosed(Section IV) indicating Break up regarding basic price, taxes & duties etc. Only for successful

bidders.

This is a two part bid process. Bidders are to submit the bids a) Technical Bid b) Price Bid. Both these parts should be furnished in separate sealed covers super scribing specification no. validity etc, with particulars as Part‐I Technical Particulars & Commercial Terms & Conditions and Part‐II “Financial bid“ and these sealed envelopes should again be placed in another sealed cover which shall be submitted before the due date & time specified. Bidders are requested to submit the bid in one original plus one copy in duplicate and one copy in soft (specifically for technical part, either pen drive or CD/DVD). The Part – I (Technical Bid): Eligibility and Technical Bid should not contain any cost information whatsoever. In case of Bids where the qualification requirements, technical suitability and other requirements are found to be inadequate, Part‐II ”Financial Bid‘ will be returned unopened. The Part – II (Financial Bid): Qualified bidders will be intimated after technical evaluation of all the bids is completed. The date and time of same shall be intimated in due course to the qualified bidders.


BSES Rajdhani Power Limited REVERSE AUCTION: Purchaser reserves the right to use REVERSE AUCTION through SAP‐SRM as an optional tool as an integral part of the entire tendering process. All techno‐commercially qualified bidders shall participate in this event Notwithstanding anything stated above, the Purchaser reserves the right to assess bidders’ capability to perform the contract, should the circumstances warrant such assessment in the overall interest of the purchaser. In this regard the decision of the purchaser is final.

4.00 Award Decision Purchaser intends to award the business on a lowest bid basis, so suppliers are encouraged to bid competitively. The decision to place purchase order / letter of acceptance solely depends on purchaser on the cost competitiveness across multiple lots, quality, delivery and bidder‘s capacity, in addition to other factors that Purchaser may deem relevant. The purchaser reserves all the rights to award the contract to one or more bidders so as to meet the delivery requirement or nullify the award decision without any reason.

In the event of your bid being selected by purchaser (and / or its affiliates) and your subsequent DEFAULT on your bid; you will be required to pay purchaser (and / or its affiliates) an amount equal to the difference in your bid and the next lowest bid on the quantity declared in RFQ.

In case any supplier is found unsatisfactory during the delivery process, the award will be cancelled and BRPL reserves the right to award other suppliers who are found fit.

5.00 Market Integrity We have a fair and competitive marketplace. The rules for bidders are outlined in the Terms & Conditions. Bidders must agree to these rules prior to participating. In addition to other remedies available, we reserves the right to exclude a bidder from participating in future markets due to the bidder’s violation of any of the rules or obligations contained in the Terms & Condition. A bidder who violates the marketplace rules or engages in behavior that disrupts the fair execution of the marketplace restricts a bidder to length of time, depending upon the seriousness of the violation. Examples of violations include, but are not limited to:

• Failure to honor prices submitted to the marketplace. • Breach of the terms of the published in Request for Quotation.

6.00 Supplier Confidentiality

All information contained in this RFQ is confidential and may not be disclosed, published or advertised in any manner without written authorization from BRPL. This includes all bidding information submitted.

All RFQ documents remain the property of BRPL and all suppliers are required to return these documents to BRPL upon request.

Suppliers who do not honor these confidentiality provisions will be excluded from participating in future bidding events.

7.0 Contact Information All communication as regards this RFQ shall be made (i) in English, (ii) in writing and (iii) sent by mail, facsimile to

Technical Commercial Contact Name Mr. Mrityunjay Kumar Ms. Fauzia Khalid

Address BSES Rajdhani Power Ltd , 3rd Floor, D Block, BSES Bhawan, Nehru Place,

New Delhi 110019

BSES Rajdhani Power Ltd , 1st Floor, D Block, BSES Bhawan, Nehru Place, New

Delhi 110019 Tele No. 011‐39999745 011-39999855 Email Id [email protected] [email protected]


mailto:[email protected]

mailto:[email protected]

BSES Rajdhani Power Limited Note:‐ Those who are downloading tender notice from website. It is advisable to inform BRPL Technical, so as they can be

contacted in case of any amendment in tender or for pre‐bid conference.


BSES Rajdhani Power Limited SECTION – II

INSTRUCTION TO BIDDERS (ITB)


NIT: /BR/18-19//FK/KG/734


BSES Rajdhani Power Limited INSTRUCTION TO BIDDERS

1 GENERAL INSTRUCTIONS

1.1 BSES (hereinafter called Owner) invites Bids in respect of Implementation of Contact Center at Regd. Office at BSES Rajdhani Power Ltd., BSES Building, Nehru Pace Delhi – 110019. All Bids shall be prepared and submitted strictly in accordance with these instructions

1.2 The Owner reserves the right to itself to accept any Bid or reject any or all Bids or cancel/ withdraw Invitation to Bid without assigning any reason for such decisions. Such decisions by the Owner shall bear no liability whatsoever consequent upon such a decision.

2 SCOPE OF WORK The scope shall include DELIVERY AND IMPLEMENTATION OF AN ENTERPRISE LEVEL ADVANCED CONTACT CENTER AT BRPL NEHRU PLACE, DELHI. Detailed scope is present in Section‐V Technical Specifications.

3 COST OF BIDDING All the costs and expenses incidental to preparation and submission of the proposals, discussions including pre‐award discussions with the successful Bidder etc. shall be to the account of the Bidders and the Owner shall not be responsible in any way whatsoever, and shall bear no liability whatsoever, on such costs and expenses, regardless of the conduct or outcome of the Bidding process.

4 DISCLAIMER 4.01 This Document includes statements, which reflect various assumptions, which may or may not be correct. Each

Bidder/Bidding Consortium should conduct its own estimation and analysis and should check the accuracy, reliability and completeness of the information in this Document and obtain independent advice from appropriate sources in their own interest.

4.02 Neither Purchaser nor its employees will have any liability whatsoever to any Bidder or any other person under the law or contract, the principles of restitution or unjust enrichment or otherwise for any loss, expense or damage whatsoever which may arise from or be incurred or suffered in connection with anything contained in this Document, any matter deemed to form part of this Document, provision of Services and any other information supplied by or on behalf of Purchaser or its employees, or otherwise a rising in any way from the selection process for the Supply.

5.03 Though adequate care has been taken while issuing the Bid document, the Bidder should satisfy itself that Documents are complete in all respects. Intimation of any discrepancy shall be given to this office immediately.

5.04 This Document and the information contained herein are Strictly Confidential and are for the use of only the person(s) to whom it is issued. It may not be copied or distributed by the recipient to third parties (other than in confidence to the recipient‘s professional advisors).

5 BIDDING DOCUMENTS 5.01 The Scope of Work, Bidding Procedures and Contract Terms are described in the Bidding Documents. In addition

to the covering letter accompanying Bidding Documents, the Bidding Documents include:

Volume ‐I

a) Request for Quotation (RFQ) ‐ Section – I


BSES Rajdhani Power Limited b) Instructions to Bidders (ITB) ‐ Section – II

c) General conditions of Contract ‐ Section ‐III d) Project Completion requirement ‐ Section –IV e) Technical Specifications (TS) ‐ Section –V

Volume ‐ II

a) Bid Form ‐ Annexure ‐I b) Bank Guarantee format ‐ Annexure ‐II c) Price Format ‐ Annexure –III d) Commercial Terms and Conditions – Annexure‐IV e) No Deviation sheet – Annexure‐ V f) Qualification Criterion – Annexure‐ VI g) Reverse Auction Acceptance ‐ Annexure VII

5.02 The Bidder is expected to examine the Bidding Documents, including all Instructions, Forms, Terms and

Specifications. Failure to furnish all information required by the Bidding documents or submission of a Bid not substantially responsive to the Bidding Documents in every respect will may result in the rejection of the Bid.

6 AMENDMENT OF BIDDING DOCUMENTS

6.01 At any time prior to the deadline for submission of Bids, the Purchaser may for any reasons, whether at its own

initiative or in response to a clarification requested by a prospective Bidder, modify the Bidding Documents by Amendment.

6.02 The Amendment shall be part of the Bidding Documents, pursuant to Clause 5.01,and it will be notified in writing by Fax/e‐mail to all the Bidders who have received the Bidding Documents and confirmed their participation to Bid, and will be binding on them .

6.03 In order to afford prospective Bidders reasonable time in which to take the Amendment into account in preparing their Bids, the Purchaser may, at its discretion, extend the deadline for the submission of Bids.

7 PREPARATION OF BIDS 7.1 LANGUAGE OF BID

The Bid prepared by the Bidder, and all correspondence and documents relating to the Bid exchanged by the Bidder and the Purchaser, shall be written in the English Language. Any printed literature furnished by the Bidder may be written in another Language, provided that this literature is accompanied by an English translation, in which case, for purposes of interpretation of the Bid, the English translation shall govern.

8 DOCUMENTS COMPRISING THE BID The Bid prepared and submitted by the Bidder shall comprise the following components:

(a) Bid Form ,Price & other Schedules (STRICTLY AS PER FORMAT)and Technical Data Sheets completed in accordance with Clause 9.0, 10.0, 11.0 and Technical Specification ;

(b) All the Bids must be accompanied with the required EMD as mentioned in the Section‐I against each tender.

(c) Power of Attorney indicating that the person(s) signing the Bid have the authority to sign the Bid and thus that


BSES Rajdhani Power Limited the Bid is binding upon the Bidder during the full period of its validity, in accordance with clause 12.0.

9 BID FORM 9.01 The Bidder shall complete an ”Original‘ and another one ”Copy‘ of the Bid Form and the appropriate Price &

Other Schedules and Technical Data Sheets.

9.02 EMD Pursuant to Clause 8.0(b) above, the bidder shall furnish, as part of its bid, a EMD amounting of Rs. 3,80,000/‐

.The EMD is required to protect the Purchaser against the risk of Bidder‘s conduct which would warrant the security‘s forfeiture.

The EMD shall be denominated in the currency of the bid, and shall be in the following form : (a) A bank guarantee issued by any scheduled bank strictly as per the form at enclosed and shall be valid for a

period of thirty (30)days beyond the validity of the bid i.e.120 Days (b) Bank Draft in favor of BSES RAJDHANI POWER LTD, payable at Delhi. Unsuccessful bidders‘ EMD will be discharged or returned as promptly as possible as but not later than thirty

(30) days after the expiration of the period of bid validity. The successful bidder‘s EMD will be discharged upon furnishing the performance security. The EMD may be forfeited: If the Bidder: i) Withdraw its bid during the period of bid validity specified by the Bidder in the Bid Form; or in the case of

successful Bidder, if the Bidder fails: (i) To sign the Contract, or

(ii) To furnish the required performance security.

10 BID PRICES 10.01 Bidders shall quote for the entire Scope of Supply with a break‐up of prices for individual items. The total Bid

Price shall also cover all the Supplier's obligations mentioned in or reasonably to be inferred from the Bidding Documents in respect of Design, Supply, Transportation to site, all in accordance with the requirement of Bidding Documents The Bidder shall complete the appropriate Price Schedules included herein , stating the Unit Price for each item & total Price.

10.02 The prices offered shall be inclusive of all costs as well as Duties, Taxes and Levies paid or payable during execution of the supply work, breakup of price constituents, should be there.

Prices quoted by the Bidder shall be—Firm “and not subject to any price adjustment during the performance of the Contract. A Bid submitted with an adjustable price quotation will be treated as non ‐responsive and rejected.

11 BID CURRENCIES Prices shall be quoted in Indian Rupees (INR) Only.

12 PERIOD OF VALIDITY OF BIDS 12.01 Bids shall remain valid for 120 days post bid date.

12.02 Notwithstanding Clause12.01 above, the Purchaser may solicit the Bidder‘s consent to an extension of the Period of Bid Validity. The request and the responses thereto shall be made in writing by Fax/e‐mail.


BSES Rajdhani Power Limited 13 ALERNATIVE BIDS

Bidders shall submit Bids, which comply with the Bidding Documents. Alternative Bids will not be considered. The

attention of Bidders is drawn to the provisions of Clause 22.03 & 22.04 regarding the rejection of Bids, which are not substantially responsive to the requirements of the Bidding Documents.

14 FORMAT AND SIGNING OF BID 14.01 The original Bid Form and accompanying documents(as specified in Clause9.0,clearly marked "Original Bid", plus

one copy must be received by the Purchaser at the date, time and place specified pursuant to Clauses15.0 and16.0. In the event of any discrepancy between the original and the copies, the original shall govern.

14.02 The original and copy of the Bid shall be typed or written in indelible ink and shall be signed by the Bidder or a person or persons duly authorized to sign on behalf of the Bidder. Such authorization shall be indicated by written Power‐of‐Attorney accompanying the Bid.

14.03 The Bid shall contain no interlineations, erasures or overwriting except as necessary to correct errors made by the Bidder, in which case such corrections shall be initialed by the person or persons signing the Bid.

15 SUBMISSION OF BIDS 15.0 SEALING AND MARKING OF BIDS

15.01 Bid submission: One original & one Copy (hard copies) of all the Bid Documents shall be sealed and submitted to the Purchaser before the closing time for submission of the bid.

Bidders are requested to submit the bid in one original plus one copy in duplicate and one copy in soft (specifically for technical part, either pen drive or CD/DVD).

15.02 The Technical Documents and the EMD shall be enclosed in a sealed envelope and the said envelope shall be super scribed with —Technical & EMD“. The Financial bid shall be inside another sealed envelope with superscription — Financial Bid “.Both these envelopes shall be sealed inside another big envelope. All the envelopes should bear the Name and Address of the Bidder and marking for the Original and Copy. The envelopes should be super scribed with —“Tender Notice No, Due date of submission, Tender opening date.

15.03 The Bidder has the option of sending the Bids in person. Bids submitted by Telex/Telegram /Fax will not be accepted. No request from any Bidder to the Purchaser to collect the proposals from Airlines/Cargo Agents etc shall be entertained by the Purchaser.

16 DEADLINE FOR SUBMISSION OF BIDS 16.01 The original Bid, together with the required copies, must be received by the Purchaser at the address specified not

later than submission date and time.

16.02 The Purchaser may, at its discretion, extend the deadline for the submission of Bids by amending the Bidding Documents in accordance with Clause9.0,in which case all rights and obligations of the Purchaser and Bidders previously subject to the deadline will thereafter be subject to the deadline as extended

17 ONE BID PER BIDDER Each Bidder shall submit only one Bid by itself. A Bidder who submits or participates in more than one Bid will cause

all those Bids to be rejected.

18 LATE BIDS


BSES Rajdhani Power Limited Any Bid received by the Purchaser after the deadline for submission of Bids prescribed by the Purchaser, pursuant

to Clause 16.0, will be declared "Late" and rejected and returned unopened to the Bidder.

19 MODIFICATIONS AND WITHDRAWAL OF BIDS 19.01 The Bidder is not allowed to modify or withdraw its Bid after the Bid‘s submission.

20 EVALUATION OF BID 20.0 PROCESS TO BE CONFIDENTIAL

Information relating to the examination, clarification, evaluation and comparison of Bids and recommendations for the award of a contract shall not be disclosed to Bidders or any other persons not officially concerned with such process. Any effort by a Bidder to influence the Purchaser's processing of Bids or award decisions may result in the rejection of the Bidder's Bid.

21 CLARIFICATION OF BIDS To assist in the examination, evaluation and comparison of Bids, the Purchaser may, at its discretion, ask the bidder

for a clarification of its Bid. All responses to requests for clarification shall be in writing and no change in the price or substance of the Bid shall be sought, offered or permitted.

22 PRELIMINARY EXAMINATION OF BIDS / RESPONSIVENESS 22.01 Purchaser will examine the Bids to determine whether they are complete, whether any computational errors

have been made, whether required sureties have been furnished, whether the documents have been properly signed, and whether the Bids are generally in order.

22.02 Arithmetical errors will be rectified on the following basis. If there is a discrepancy between the unit price and the total price per item that is obtained by multiplying the unit price and quantity, the unit price shall prevail and the total price per item will be corrected. If there is a discrepancy between the Total Amount and the sum of the total price per item, the sum of the total price per item shall prevail and the Total Amount will be corrected.

22.03 Prior to the detailed evaluation, Purchaser will determine the substantial responsiveness of each Bid to the Bidding Documents including production capability and acceptable quality of the Goods offered. A substantially responsive Bid is one, which conforms to all the terms and conditions of the Bidding Documents without material deviation.

22.04 Bid determined as not substantially responsive will be rejected by the Purchaser and/or the Purchaser and may not subsequently be made responsive by the Bidder by correction of the non ‐conformity.

23 EVALUATION AND COMPARISON OF BIDS 23.01 The evaluation of Bids shall be done based on the delivered cost competitiveness basis.

23.02 The evaluation of the Bids shall be a stage‐wise procedure. The following stages are identified for evaluation purposes: In the first stage, the Bids would be subjected to a responsiveness check. The Technical Proposals and the Conditional ties of the Bidders would be evaluated.

Subsequently, the Financial Proposals along with Supplementary Financial Proposals, if any, of Bidders with Techno‐commercially Acceptable Bids shall be considered for final evaluation.

23.03 The Purchaser's evaluation of a Bid will take into account, in addition to the Bid price, the following factors, in the manner and to the extent indicated in this Clause:


BSES Rajdhani Power Limited (a ) Supply Schedule

(b) Deviations from Bidding Documents

Bidders shall base their Bid price on the terms and conditions specified in the Bidding Documents.

The cost of all quantifiable deviations and omissions from the specification, terms and conditions specified in Bidding Documents shall be evaluated. The Purchaser will make its own assessment of the cost of any deviation for the purpose of ensuring fair comparison of Bids.

23.04 Any adjustments in price, which result from the above procedures, shall be added for the purposes of comparative evaluation only to arrive at an "Evaluated Bid Price". Bid Prices quoted by Bidders shall remain unaltered.

24 AWARD OF CONTRACT 24.0 CONTACTING THE PURCHASER

24.01 From the time of Bid submission to the time of contract award, if any Bidder wishes to contact the Purchaser on any matter related to the Bid, it should do so in writing.

24.02 Any effort by a Bidder to influence the Purchaser and/or in the Purchaser‘s decisions in respect of Bid evaluation, Bid comparison or Contract Award, will result in the rejection of the Bidder‘s Bid.

25 THE PURCHASER ’S RIGHT TO ACCEPT ANY BID AND TO REJECT ANY OR ALL BIDS The Purchaser reserves the right to accept or reject any Bid and to annul the Bidding process and reject all Bids at

any time prior to award of Contract, without thereby incurring any liability to the affected Bidder or Bidders or any obligation to inform the affected Bidder or Bidders of the grounds for the Purchaser‘s action.

26 AWARD OF CONTRACT The Purchaser will award the Contract to the successful Bidder whose Bid has been Determined to be the lowest‐

evaluated responsive Bid, provided further that the Bidder has been determined to be qualified to satisfactorily perform the Contract. Purchaser reserves the right to award order other bidders in the tender, provided it is required for progress of project & provided he agrees to come to the lowest rate.

27 THE PURCHASER’S RIGHT TO VARY QUANTITIES The Purchaser reserves the right to vary the quantity i.e. increase or decrease the numbers/quantities without any

change in terms and conditions during the execution of the Order.

28 LETTER OF INTENT/ NOTIFICATION OF AWARD The letter of intent/ Notification of Award shall be issued to the successful Bidder whose bids have been considered

responsive, techno‐commercially acceptable and evaluated to be the lowest (L1). The successful Bidder shall be required to furnish a letter of acceptance within 7 days of issue of the letter of intent /Notification of Award by Purchaser.

29 PERFORMANCE BANK GUARANTEE

The successful Bidder shall furnish the Performance Bank Guarantee for an amount of 10% (Ten percent) of the total finalized Ex‐work value in accordance with the format provided. The Performance Bond shall be valid for a period of three years (03) from the date of the commissioning or 3 years 6 months (3.6) from the date of receipt of material


BSES Rajdhani Power Limited (last consignment) at site/stores whichever is earlier plus 3 months towards claim period. Upon submission of the performance security, the EMD shall be released.

30 CORRUPT OR FRADULENT PRACTICES 30.01 The Purchaser requires that the Bidders observe the highest standard of ethics during the procurement and

execution of the Project. In pursuance of this policy, the Purchaser:

(a ) Defines, for the purposes of this provision , the terms set forth below as follows:

(i) "Corrupt practice" means behavior on the part of officials in the public or private sectors by which they improperly and unlawfully enrich themselves and/or those close to them ,or induce others to do so, by misusing the position in which they are placed, and it includes the offering, giving, receiving, orsoliciting of anything of value to influence the action of any such official in the procurement process or in contract execution; and

(ii) "Fraudulent practice" means a misrepresentation of facts in order to influence a procurement Process or the execution of a contract to the detriment of the Purchaser, and includes collusive practice among Bidders (prior to or after Bid submission) designed to establish Bid prices at artificial non ‐competitive levels and to deprive the Purchaser of the benefits of free and open competition.

(b) Will reject a proposal for award if it determines that the Bidder recommended for award has engaged in corrupt

or fraudulent practices in competing for the contract in question; (c) Will declare a firm ineligible, either indefinitely or for a stated period of time, to be awarded a contract if it at

any time determines that the firm has engaged in corrupt or fraudulent practices in competing for, or in executing, a contract.

30.02 Furthermore, Bidders shall be aware of the provision stated in the General Conditions of Contract.



SECTION – III

(GENERAL CONDITION OF CONTRACT)


NIT : CMC/BR/18-19//FK/KG/734


BSES Rajdhani Power Limited (GENERAL PURCHASE CONDITIONS)

1 SUBMISSION OF BIDS

1.1 The bid shall be typed or written in indelible ink and shall be signed by the Bidder or a person or persons duly authorized

to bind the Bidder to the Contract. All pages of the bid, except for un‐amended printed literature, shall be initialed by the person or persons signing the bid.

1.2 The bid shall contain no interlineations, erasures or overwriting except as necessary to correct errors made by the Bidder, in which case such corrections shall be initialed by the person or persons signing the bid.

1.3 The bidders are required to submit the bids in two parts consisting of Part A: Technical Bid and Part B: Price Bid in separate sealed envelopes and both the sealed envelopes duly super scribed as "Part A: Technical Bid" and" Part B: Price Bid" are to be sealed in a bigger envelope.

1.4 The envelope marked as Part A and Part B should contain following documents : Part A: Technical Bid Should contain Annexure I to V, relevant Appendix Part B: Price Bid should contain only the Price Bid filled in Annexure VI.

1.5 The bigger envelope containing Part A & Part B bids should be super scribed as “DELIVERY AND IMPLEMENTATION OF AN ENTERPRISE LEVEL ADVANCED CONTACT CENTER AT BRPL NEHRU PLACE, DELHI” ‐ Due on 02.11.2018 at 1500 Hrs.” and to be addressed to:

Head of Department

Contracts and Material, BSES Rajdhani Power Ltd.

1st Floor, ‘C‘ Block, BSES Bhawan, Nehru Place, Delhi – 110019

2 SIGNATURE OF BIDS

2.1 The bid must contain the name and place of business of the person or persons making the bid and must be signed and

sealed by the Bidder with his usual signature.

2.2 Satisfactory evidence of authority of the person signing on behalf of the Bidder shall be furnished with the bid.

2.3 The Bidder’s name stated on the proposal shall be the exact legal name of the firm.

3 SEALING AND MARKING OF BIDS

3.1 The bids are to be sealed as described in Clause 1.3 & 1.4 above.

3.2 The bids send by Regd. Post should bear the name of Tender, the reference number, and the words “DO NOT OPEN BEFORE 04/11/2013”.

3.3 The envelope shall indicate the name and address of the Bidder to enable the bid to be returned unopened in case it is declared “late” or “rejected”.

3.4 If the outer envelope is not sealed and marked as per above, the Owner will assume no responsibility for the bid’s misplacement or premature opening.


BSES Rajdhani Power Limited 4 DEADLINE FOR SUBMISSION OF BIDS

4.1 The Bidders have the option of sending the bid by registered post or submitting the bid in person. Bids submitted by

fax/telegram will not be accepted. No request from any Bidder to the Owner to collect the proposal from airlines, cargo agents etc. shall be entertained by the Owner.

4.2 Bids must be received by the Owner at the address specified above, not later than the time & date mentioned in the Invitation to Bid.

4.3 The Owner may, at its discretion, extend this deadline for the submission of bids by amending the Invitation to Bid, in which case all rights and obligations of the Owner and Bidders previously subject to the deadline will thereafter be subject to the deadline as extended.

5 LATE BIDS

5.1 Any bid received by the Owner after the time & date fixed or extended for submission of bids prescribed by the Owner, will be rejected and/or returned unopened to the Bidder.

6 MODIFICATION AND WITHDRAWAL OF BIDS

6.1 The Bidder may modify or withdraw its bid after the bid’s submission provided that written notice of the modification or withdrawal is received by the Owner prior to the deadline prescribed for submission of bids.

6.2 The Bidder’s modifications or withdrawal notice shall be prepared, sealed, marked and dispatched in accordance with the provisions of Clause Sealing and Marking of Bids above.

6.3 No bid may be modified subsequent to the deadline for submission of bids.

6.4 No bid may be withdrawn in the interval between the deadline for submission of bids and the expiration of the period of bid validity specified by the Bidder on the Bid Form. Withdrawal/modification of a bid during this interval may result in the forfeiture of bid security.

6.5 Oral statements made by the Bidder at any time regarding quality, quantity or arrangement of the equipment or any other matter will not be considered.

7 OPENING OF BIDS BY THE OWNER

7.1 The Bids shall be opened by the Owner on any date after the last date fixed for Bid receipt as specified in Invitation of Bids or in the case any extension has been given thereto, after the extended Bid submission date notified to all Bidders.

7.2 No electronic recording devices will be permitted during bid opening.

7.3 Technical Bids will be opened in the presence of the bidders’ representatives who choose to attend on the specified date and time. Price Bids of technically qualified bidders will be opened in the presence of the bidders’ representatives on a separate date and time which will be intimated separately.

7.4 No further discussion/ interface will be granted to bidders whose bids have been disqualified. BSES reserves the right to accept or reject in part or full any or all the offers without assigning any reason whatsoever.

8 CLARIFICATION OF BIDS


BSES Rajdhani Power Limited 8.1 To assist in the examination, evaluation and comparison of bids the Owner may, at its discretion, ask the Bidder for

clarification of its bid details. The request for clarification and the response shall be in writing and no change in the price or substance of the bid shall be sought, offered or permitted.

9 PRELIMINARY EXAMINATION

9.1 The Owner will examine the bids to determine whether they are complete, whether any computational errors have been made, whether required sureties have been furnished, whether the documents have been properly signed, and whether the bids are generally in order.

9.2 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 total price shall be corrected. If there is a discrepancy between words and figures, the amount in words will prevail. If the Bidder does not accept the correction of the errors as above, his Bid will be rejected

10 PRICE

10.1 The Bidder shall quote Firm prices valid till the complete execution of the order.

10.2 The Bidder shall quote on FOR Destination basis inclusive of packing, forwarding, freight, insurance charges, taxes & duties etc, if any. The Bidder shall quote item wise unit and lot prices for all the material.

11 TAXES AND DUTIES

11.1 All the Bidders are requested to familiarize themselves with the laws, rules and regulations prevailing in India and consider the same while developing and submitting their Proposal.

11.2 All duties, Excise Duties, Sales Tax and other levies payable by the bidder on goods, equipments, components, Sub‐assemblies, raw materials & any other items used for their consumption or dispatched directly to owner by the contractor or their sub‐suppliers shall be included in the bid price & any such taxes, duties, levies additionally payable will be to bidder’s account & no separate claim on this account will be entertained by the owner.

11.3 If any rates of taxes/duties/levies (hereinafter called ‘Tax’) are increased or decreased, a new Tax is introduced, an existing Tax is abolished or any change in interpretation or application of any Tax occurs in the course of the performance of Contract, which was or will be assessed on the Contractor in connection with performance of the Contract, an equitable adjustment of the Contract Price shall be made to fully take in to account any such change by addition to the Contract Price or deduction there from, as the case may be.

12 INSURANCE

12.1 The seller at his cost shall arrange, secure and maintain all insurance as may be pertinent and obligatory in terms of law to protect his interest and interests of the Owner against all perils. The responsibility to maintain adequate insurance coverage at all times till the equipment/materials “Taken Over‟ by the Owner shall be of Seller alone.

13 BID CURRENCIES

13.1 Prices shall be quoted in Indian Rupees only.

14 MODIFICATION AND WITHDRAWAL OF BIDS

14.1 The Bidder’s modification or notice of withdrawal shall be prepared, sealed, marked and delivered with the outer envelopes additionally marked ‘MODIFICATION’ or ‘WITHDRAWAL’ as appropriate.

15 PERIOD OF VALIDITY OF BIDS


BSES Rajdhani Power Limited 15.1 Bids shall remain valid and open for acceptance for a period of 120 days after the date set for Bid opening.

16 Performance Guarantee 16.01 Supplier shall establish a performance bond in favor of BRPL in an amount not less than Ten percent (10%) of the total price of the Contract (the "Performance Bond"). The Performance Bond shall be valid for a period of Three Years (03) from the date of the commissioning or ‐‐‐‐‐‐‐‐‐‐‐‐‐ from the date of receipt of material (last consignment) at site whichever is earlier plus 3 months towards claim period. It shall be in accordance with one of the following terms: (a) Depositing pay order /demand draft of the relevant amount directly with BRPL at the address listed above or as otherwise specified by BRPL, either of which shall constitute the Performance Bond hereunder; or (b) Bank guarantee from any nationalized bank in favour of BRPL. The performance Bank guarantee shall be in the format as specified by BRPL

17 PROCESS TO BE CONFIDENTIAL

17.1 Any effort by a bidder to influence the Purchaser in the process of examination, clarification, evaluation and comparison of Bids, and in decisions concerning the award of Contract, may result in the rejection of his Bid.

18 TIME SCHEDULE

18.1 The basic consideration and the essence of the Contract shall be the strict adherence to the time schedule specified in the bidding documents and incorporated in the Contract for supplies and services.

19 EVALUATION AND COMPARISION OF BIDS

19.1 Bidder shall state their Bid price with the payment schedules outlined in the specifications. Bids will be evaluated on the basis of this base price.

19.2 The purchaser reserves the right to accept or reject any variation, deviations or alternative offered. Variations, deviations, alternative offers and other factors which are in excess of the requirements of the bidding documents or otherwise result in the accrual of unsolicited benefits to the Purchaser shall not be taken into account in Bid evaluation.

20 DELIVERY/SHIPMENT TERMS

20.1 All the equipment/materials shall be dispatched to destination on FOR destination basis within the delivery period as stipulated in the Work Order/LOA.

20.2 The software shall be delivered, installed and commissioned in full at the site within one month from the date of order/LOI. Thereafter the hardware shall be handed over to the owner as per the relevant clauses above. Partial delivery and installation, if necessary shall be allowed only with prior approval of the owner.

21 PAYMENT TERMS

21.1 100% of completion of development and successful implementation of application and duly verified by User Incharge. The payment will be released only after verification of the bill by the Indenting Unit.

22 LOCAL CONDITIONS

22.1 It will be imperative on each bidder to fully inform himself of all local conditions and factors which may have any effect on the performance of the Contract covered under these specifications and documents.

23 LIQUIDATED DAMAGES FOR DELAY IN COMPLETION



23.1 The date stipulated for delivery of GOODS shall be the essence of PURCHASE ORDER.

23.2 In the event the supply/service is delayed beyond schedule, we shall levy penalty of 1 %( One percent) of the basic value (ex‐works value) of undelivered units per week of delay or part thereof, subject to maximum of (TEN) 10% of the total basic value (ex‐ works value) of undelivered work.

23.3 BUYER may, without prejudice to any method of recovery, deduct the above amount from, any sum due or which may become due to the SELLER in this or any other contract or from the Performance Bond or file a claim against the SELLER

24 SUB‐LETTING The Vendor shall not sub‐let, transfer or assign any part of this order without the prior written consent of the Purchaser. Copies of sub‐contract order shall be forwarded to the Purchaser.

25 CANCELLATION The Owner reserves the right to cancel the order in part or in full by giving one week advance notice thereby if:

b) The Vendor fails to comply with any of the terms of the order.

c) The Vendor becomes bankrupt or goes into liquidation.

d) The Vendor makes general assignment for the benefit of the creditors; and

e) Any receiver is appointed for the property owned by the Vendor.

26 LAW AND PROCEDURE

26.1 Applicable Law The law which is to apply to the Contract and under which the Contract is to be constructed shall be Indian Law. The Courts of Delhi shall have exclusive jurisdiction in all the matters arising in the Contract including execution of Arbitration Award.

26.2 ACCEPTANCE OF TERMS AND CONDITIONS The Bidder must confirm his acceptance of the terms and conditions mentioned hereinabove and the enclosed documents. In case any clause is not acceptable to the Bidder, the same should be specifically brought out in deviation schedule given in the Bid Proposal Sheets with categorical confirmation that all other clauses are acceptable to the Bidder. If no mention is made in this regard, it shall be presumed that all clauses mentioned hereinabove are acceptable to the Bidder.



SECTION – IV: PROJECT COMPLETION REQUIREMENT: The contact center solution required is as follows: The complete project will be delivered and implemented in 2 months from date of LOI issuance.



SECTION – V

(TECHNICAL SPECIFICATION)





TECHINICAL SPECIFICATIONS

1. Introduction BSES Rajdhani Power Ltd. is distributing power to about 1.5 million consumers in East and Central of Delhi

in an area of approx. 170 sq. km with an annual increase of about 4% – 6%. The area being catered by

BRPL is one of the most densely populated areas in Delhi. There are a number of applications under

operations at BRPL to support Customer Care, Business and Operations Management.

Intent of this document is to select a vendor that can design and implement an Enterprise level Advanced

Contact Center Solution for BRPL. The vendor must have knowledge and experience on Enterprise level of

Contact center solution implementation.

The purpose of this RFP is to invite eligible Bidders to prepare and submit competitive Proposals for the

delivery and implementation of an Enterprise level Advanced Contact Center Solution based on our

requirement.

2. RFP Objective BRPL is planning to install the complete infrastructure w.r.t. to Call Center including Communication

Manager, IVRS, PRI and PRI terminations to be placed at BRPL data Center at Nehru Place with a backup

at Adchini. BRPL plan to go for latest technology and redundancy associated with critical requirements.

3. Scope of Work 3.1 The bidder shall propose the integrated Contact Center System in accordance to the functional

requirements, operational concepts, technical details and specifications detailed in the brief.

3.2 The proposed integrated Contact Center System mainly consists of IVR, CLI, ACD, Logger, Dialer,

CRM integration, CTI, Social media, email & chat functionality.

3.3 The bidder shall Design, Supply and Install, Configure, Integrate with Existing subsystems,

Document, Test and Commission a complete and integrated Contact Center System of professional

quality in excellent working order.

3.4 Proposed system should be capable to expand &scale horizontally and vertically with no change in

the solution.

3.5 BRPL is having existing EPABX setup of Avaya CM7. If required by bidder it can be used for

Integration and creating solution around it, bidder/ OEM will be fully responsible for Integration with

existing EPABX, whereas required details for the existing setup can be shared by BRPL with

bidder/OEMs at later stage if required. In case bidder plan to use BRPL EPABX for contact center

solution any requirement w.r.t enhancement or license in existing setup will be provided by the bidder.

3.6 Approved Contact center technologies or OEM’s: CISCO, AVAYA, GENESYS, ASPECT 3.7 Indicative Solution Sizing:


BSES Rajdhani Power Limited Indicative Solution Sizing Primary Site (DC) Secondary Site (DR)

Agents (I/B & O/B) 120 Yes Supervisors 10 Yes IVR Ports 300 Yes E1-PSTN Ports/ Lines 10 4 Softphones 130 Yes Voice only agents 120 Yes Omni channel (Voice, Email, Chat & Social Media) agents 30 Yes

IVR Advance IVR with database integration Basis IVR only

Recording (100% Voice & Screen, 6 months retention) 100% No

3.8 Bidder require to submit the complete solution document with complete BoQ, Solution sizing and

Solution presentation along with the technical bid

3. System Functionalities: 3.1 Contact Center should be in redundant mode with Primary site (DC) at Nehru place and Secondary

(DR) at Adchini, and should be able work in Active-Active, Active-Passive mode as per business

requirements

3.2 System at Primary site (DC) should be in HA mode including all components and secondary site (DR)

should be in hot standby mode.

3.2.1 Voice gateways should be in HA at DC with evenly distributed PRI ports.

3.3 Solution should be proposed with 90 Agents and 6 Supervisors expendable up to 200 agents without

change in any hardware

3.4 Agent license distribution should be 80% Voice only and 20% with Omni channel. Supervisor’s

license should be 100% Omni channel. Omni channel should support all mediums like Voice, SMS,

Email, Multimedia, Chat, Social media (Facebook, Twitter etc) etc.

3.5 Contact Center Solution should be offered with 120 IVR port expendable up to 400 IVR ports.

3.6 Solution offered to be with total 14 PRI Ports

3.6.1 10 PRI ports (7 for Inbound, 1 for Outbound and 2 spare) at primary site and 4 at secondary

site

3.7 CTI/ CLI Integration with BRPL existing CRM and .Net Apps through standard connectors.

3.8 Offered solution should be along with following features:

3.8.1 Auto announcements

3.8.2 Scripts

3.8.3 Multi-party conference

3.8.4 Auto dial out features

3.8.5 Whitelist / Blacklist

3.8.6 Auto Redial / Callback facility


BSES Rajdhani Power Limited 3.8.7 Call transfer / forwarding / barging / Whisper / Mentor / Analytics features

3.9 Real-time View

3.10 Voice monitoring / Call Barging through Mobile / Voice & Screen availability for a call audit.

3.11 100% Call recording (Voice and Screen) facility for 90 Agents & 6 supervisor in DC with 6 months

retention (Inbound & Outbound)

3.12 Skill-based & Language based work assignment

3.13 Customizable Dashboard/ reporting to monitor the overall Contact Center Performance/ Agent /

Supervisor/ CDR reports over web browser and should be integrated with email & SMS

3.14 IVR designing should be based on BRPL Business requirements along with IVRS voice prompt

recordings

3.15 IVR must be a VoiceXML-based solution that provides carrier-class IVR and IP switching services.

3.16 Advance multi-level IVR with database integration at DC and basis IVR at DR

3.17 Out bound services and Voice Blaster (Predictive, Progressive and Preview dialing modes)

3.18 Automatic Dialing System (Auto Dialer)

3.19 Call back Manager

3.20 Integration with Live Chat, Chat Bot, Social Media, Mail and SMS

3.21 Customize Announcement (like for power outages)

3.22 Remote Monitoring capability

3.23 Database Integration

3.24 Omni Channel for Social Mining

3.24.1 Social Media should be capable to send automated responses as per BRPL business

requirement

3.25 The bidder shall propose the integrated CCC system in accordance to the functional requirements,

operational concepts, technical details and specifications detailed in the brief.

3.26 Supply of connectors or any license to integrate contact center with third party application will be in

scope of bidder.

3.27 The bidder needs to provide the complete details of the Servers / Hardware required and BRPL will

have the freedom to provide similar specifications of hardware

3.28 Auto Recovery calling facilities without the service of executive

3.29 Agent and Agent-less Survey at IVR and on SMS

3.30 Integration of contact center with BSES website to take triggers to outbound desk (payment failures,

outage registration failure issue in accessing the my account section)

4. Technical Specifications

Requirement ID Functionality Description Response Comments

CC1.0 General Features



CC1.1 Establishment of single window computerized contact center

The specification is for establishment of a centralized and computerized customer care center with single window operation equipped with latest technology & multi skilled customer service representatives. The one point contact service relieves the customer from the inconvenience of visiting or contacting different utility offices. In addition to Complaints received online through Telephone, email, fax, letters and IVR system, many customers may choose a personal visit and therefore the Customer care Centre set up to address their grievances, must be equipped with basic amenities, clean environment and manned by trained personnel, who should be sensitive to customer needs.

Comply/ Partially comply/ Not available

CC1.2 Main features

Available 24-hours a day, 365 days a year. Multi-lingual if required (Hindi, English, any regional language) Single touch-point for no supply, billing complaints, fire & shock complaints, all other queries and assistance etc.

CC1.3 Link of CC Centre to maintenance staff

The Customer care center should be linked through mobile SMS in a “closed user group” to breakdown staff / mobile maintenance vans. Immediately upon receipt of a no-supply complaint, an SMS will be sent by CC center to the breakdown staff/ van for fault restoration. After restoration of the fault, the breakdown staff will close the complaint at the CC center.

CC1.4 Use of incoming as well as outgoing calls

The CC center will provide facility not only for receiving calls, but also outbound calls. The Agents would be asked to make outbound calls for informing customers about the various power supply positions, payment reminders etc.

CC3.0 Technology

CC3.1 Voice logger & CTI server

It should be Voice logger driven; CTI Server based Customer Care Center with real time data update. It will act as an interface between the customer and the Utility operations in the entire supply related complaint handling processes. It should use a wide variety of latest technologies to allow them to manage the large volumes of work that need to be managed by the customer care center. These technologies will ensure that agents are kept as productive as possible, and that calls are queued and


BSES Rajdhani Power Limited processed as quickly as possible according to the desired levels of service.

CC3.2 High-Tech facilities

The centralized Customer Care Center consists of the following components. The components shown are logical blocks, these components can reside on single server or span across multiple servers. 1. Call Switching Equipment (Private Branch Exchange) – Soft PBX / PBX 2. IVRS (Interactive Voice Response System) 3. CTI (Computer telephony Integration) - Screen pop-up 4. Automatic Call Distributor 5. Auto Dialer 6. Voice Logger 7. Reporting 8. Call Monitoring and recording 9. CTI Remote monitoring capabilities and remote logging facility 10. Omni Channel for Social Mining 11. IVR designing based on CRM and Business requirements 12. Out bound services and Voice Blaster 13. Integration with Live Chat, Chat Bot, Social Media, Mail and SMS 14. Customize Announcement for power outage 15. Remote Monitoring capability 16. Database Integration 17. Surveys

CC4.0 Call switching Equipment / PBX

CC4.1 Call switching Equipment / PBX : PBX features

The PBX system on the incoming trunk side should support both Analog and SIP lines. The capacity on the trunks and extensions shall be as per the sizing provided by BRPL. The PBX should have all features of an advanced PABX System and should be CTI and IP enabled. The PBX should have the following features :- Call Transfer, Conference, Call Pickup, Call Monitoring, Call Recording, Call Hunt Groups, Direct Inward System Access (DID), Extension Dialing, and ACD (Automatic Call Distribution). The ISDN-PRI interface must support the following features. Call-by-Call Service Selection Channel Negotiation Calling party number (ANI) Called party number(DNIS) Billing Number (BN)


BSES Rajdhani Power Limited Non-Facility Associated Signaling (NFAS) Administration Connections with Automatic Restoration Temporary Signaling Connections

CC4.2 Ability to support DNIS, ANI & CLI features

Call Switching System should also support standard features like DNIS, ANI and CLI.

CC4.3 SIP feature

SIP enabled and should be integrated with BRPL existing EPBAX via SIP trunks. It will be required if any call needs to be connected with BRPL employee by call center agent

CC5.0 Automatic Call Distributor (ACD)

CC5.1 Automatic Call Distributor (ACD) ACD features

Automatic Call Distributor (ACD) distributes incoming calls to a specific group of terminals used by agents. ACD is a feature used to route calls in a call center environment to the appropriate agents, based on factors such as time available, skill sets and priority levels.

CC5.2 ACD feature

Handling incoming calls is the task of the ACD system that consists of hardware for the terminals, switches, Telephone lines and software for the routing strategy. The routing strategy is a rule based set of instructions that tells the ACD how calls are handled inside the system. Most of the time this will be a set that determines the best available agent for a certain incoming call. To help make this match, extra variables are taken into account, most often to find out the reason why the customer is calling. Sometimes the caller's caller ID or ANI is used; more often a simple IVR is used to just ask for the reason.

CC5.3 System capacity to generate Call Detail Records

Call Detail Recording:- The system must be able to generate Call Detail Records (CDRs) . CDRs must be generated for both incoming and outgoing calls on trunk facilities, The Bidder must describe: The information provided in a CDR. The methods for outputting CDR data. Buffering must be provided in the event that the external call accounting system, or storage device, is unable to accept the CDRs for any period of time. How many CDRs can be buffered? If the system has the capability to provide a printed listing of CDRs as they are


BSES Rajdhani Power Limited output. The Bidder must provide samples of Call Detail Records.

CC5.4 Password protection of system

System Management Security:- Access to the system for management purposes must be logging password- protected. The system should have the ability to restrict the capabilities of the users based on the login IDs. The system must support the setting of an attempts threshold (number of attempts within a specific time period) for access to system management ports. If this threshold is exceeded, the system must automatically disable the login. The Bidder must describe his proposed system's ability to meet this requirement.

CC5.5 Call Delivery to CSR’s by ACD

Call Handling. Calls must be delivered to CSRs in First In / First Out order (order of arrival queuing). Calls must be distributed to the "most-idle" CSR. The Bidder must describe the algorithm for selecting the "most idle" CSR.

CC5.6 Priority Queuing facility in ACD

Priority Queuing. It is desirable that calls to certain trunk groups or to certain dialed numbers be assigned a higher priority than other calls and that calls which overflow from another split be queued ahead of other calls. The Bidder must describe this process.

CC5.7 Call Queuing facility in ACD

ACD systems place calls into a queue, where they are typically handled in the order received.

CC5.8 Handling of calls by ACD

ACD systems may handle routing of inbound or outbound calls, or in some cases a combination of the two.

CC5.9 ACD ability to support priority handling etc.

ACD system should support skill base routing, multiple group support, priority handling and Queue status indicator.

CC5.10 Monitoring in ACD It should provide supervisor assistance

and monitoring

CC5.11

Real time MIS of ACD status

Real time remote monitoring of ACD queue, agent status, and no call answered, abandoned etc.



CC5.12

ACD system’s ability to announce average wait time & music to customer during hold up

Queue Specific Delay Announcement / Music. For basic ACD applications, the customers must be provided a queue specific (different for each queue) delay announcement if a CSR is not immediately available to answer a call. If a CSR is not available to handle a call, the call must queue for the next available CSR. The system must be able to announce the average wait time to the caller. The system must offer the caller the option of opting out to automated information (i.e. IVR) or call back facility The system must be able to provide music and announcements on hold until the call is answered. The Bidder must describe how the proposed system meets these basic announcement requirements.

CC5.13

Monitoring of CSR’s availability/ non availability

Tracking CSR Activities by Reason Codes / Automatic Availability / Wrap Up Work. In order to give our call center managers detailed information about how CSRs spend their time and to develop precise staffing forecasting models, CSRs must enter a numeric code that describes their reason for entering non-available work modes or for logging out of the system. At least 9 codes must be supported. CSR sets must have the ability to be automatically available to take the next call upon disconnecting from the current call. CSR sets must have the ability automatically to go into a wrap-up, unavailable work state at the completion of a call. CSRs must also be able to temporarily remove themselves from the call queue to perform call related tasks. Time spent in this work state (e.g., wrap up, lunch, restroom, etc.) must be included in the individual CSR and group statistics. In addition, the supervisor must be provided with a visual real time indication of CSRs spending time in this state.

CC5.14

System ability to permit CSR to activate alarm in case of emergency

Emergency Notification. The system must allow CSR positions to activate an alarm notifying a supervisor of an emergency condition. The system must also have the ability to automatically record the trunk number and/or calling number if provided, the CSR position involved in the emergency, and to activate a recording of the conversation with recording equipment provided.



CC5.15

System capability to permit CSR to take help from supervisor to deal with an active call

CSR Request for Assistance. The CSR set will have the ability to directly signal the supervisor when the CSR requires assistance handling an active call. Answering of CSR requests for supervisor assistance must be provided on the supervisor's set with special audible and visual notification; so that the supervisor may readily identify that a CSR requires support. The LCD or alphanumeric display must provide identification of the calling CSR to the supervisor without referring to the supervisor terminal.

CC5.16

Supervisors as CSR’s during busy periods

Supervisors As CSRs. Supervisors must have the capability to receive ACD calls during busy periods.

CC5.17

Supervisor ability to logout CSR’s from its terminal

Logout of CSRs by Supervisor. Supervisors must be able to logout CSRs from their own "soft phone" or supervisor terminal without having to go to the CSR's desk. They must also be able to log a CSR out from a remote location.

CC5.18

System ability to enable monitoring a CSR’s conversation

Monitoring CSR Conversations The supervisor must be able to monitor a CSR's conversation for training or administrative purposes from the supervisor set, without plugging in to the CSR's "soft phone" set. The proposed system must also meet the following requirements: Both silent monitoring and tone indication to the CSR during monitoring must be available. The system must offer a "soft phone" or supervisor terminal capability for monitoring directly at the CSR’s "soft phone" or supervisor terminal for "ride along" CSR training. The "soft phone" or supervisor terminal must be equipped with two jacks in order to permit a supervisor to plug into the "soft phone" set for training purposes.

CC5.19

CSR set ability to view call center MIS regarding ACD statistics on real time basis

Access to Real Time ACD Statistics. Each CSR set must have the ability to view a customizable list of Call Center MIS information on the digital display of the CSR "soft phone". This information shall be individually configured or selected from a pre-defined list of MIS templates such as current split/skill performance, application performance, and individual performance status. CSRs and supervisors must be notified via the "soft phone" or supervisor terminal indicators when thresholds are


BSES Rajdhani Power Limited reached for individuals and groups. The capability must also exist to notify via email. CSRs must be able to receive continual real-time display updates of ACD statistics via their display including such information as a comparison of individual performance to group averages or objectives. The display of ACD statistics on the "soft phone" or supervisor terminal must include, but is not limited to, the following items: ACD calls calls abandoned calls waiting oldest call waiting average speed of answer average time to abandon percent in service level CSRs staffed CSRs available CSRs on ACD calls CSRs on extension calls calls handled by CRS calls completed by CSR

CC5.20

System ability to provide real time monitoring of CSR’s to supervisor

Real Time Monitoring Reports. The system must support real time monitoring of CSRs, split/skill groups, trunk groups, and applications. Reports must be available in both text based and full color, graphical formats. The supervisor must be able to see at a minimum (in plain language and color graphical formats) information including but not limited to each of the following items: The active CSRs and the current individual CSR status (whether on an active ACD call, in after-call work, waiting for an ACD call, or in an inactive or idle state). The number of CSRs currently in various work states such as available, on ACD calls, in unavailable modes. Drill down capability to see individual performance data for a given CSR. The current queue status including calls waiting, oldest call waiting, number of calls handled, number of calls abandoned, service level, etc. A display of how CSR time is spent based upon assigned reason codes for unavailable non call associated work modes. For example: how much time


BSES Rajdhani Power Limited CSRs spent on breaks, in group meetings, training, etc. At least nine different reason codes are required for reporting time spent unavailable. These must be reported individually on each individual CSR report. A call handling time profile which displays the number of calls answered and abandoned according to increasing service intervals. For example, how many calls were answered and abandoned from 0-5 seconds, 5-30 seconds, 30-60 seconds, 60-90 seconds, etc. The number of times during the current interval that a CSR reported a call event. This will assist Utility in keeping count of specific customer requests or types of calls. At least nine different call events must be tracked.

CC5.21

System ability to support call overflow rerouting

Call overflow : The system should support call overflow routing e.g. if there is a queue in particular ACD group and another group is sitting idle, system should be able to transfer the calls to another group based on the settings defined by the administrator.

CC5.22

System ability to rate CSR’s on various parameters

Skill Assignment and Preference Levels. The proposed system must be able to assign individual skills to each CSR (i.e. bilingual, training or experience level, product knowledge, customer knowledge, etc.). Individually assigned skills must be able to be ranked and rated in terms of priority, proficiency or preference - The maximum number of simultaneous skills queries and routing requests that can be executed at a time how call processing is affected with a server or link failure backup and recovery options

CC5.23

System ability to route calls depending on skills of CSR

Skills-based Routing - The proposed system must be able to match the requirements of the caller to a CSR with the skills to handle the call. The Bidder must explain how this is accomplished. The system must assure that the CSR will receive a waiting call for his/her primary assignments even if a secondary skill assignment call has been waiting longer. Alternatively, on a CSR by CSR basis, the system must provide that a CSR always receives the highest priority, oldest call waiting for any of the CSR's skill competencies on a "greatest need" basis.



CC5.24

System ability to modify CSR skills dynamically

Changing CSR Skill Assignments-The ability must be provided to add or remove CSR skills dynamically while CSRs are on calls. The system must provide the capability for CSRs to be logged into one or more splits/skills when being moved between CSR groups.

CC5.25

CSR ability to login on any soft phone

Virtual Seating or Free Seating - The proposed system must support the concept of virtual seating. CSRs can log-on from any "soft phone" instrument within the system. CSRs on the proposed system will be logically defined, rather than requiring a "soft phone" extension and termination. Each CSR and supervisor on the system must have an individually assigned log-on identification number which permits individual statistics to be collected by the ACD management information system. Multiple log-on events by the same individual during a work period at different terminals must be tracked individually as one "shift".

CC5.26

System to have integrated auto-attendant routing

Integrated Auto-Attendant - The system must provide integrated auto-attendant routing functionality such as "If you know the extension of the party you wish to speak with, you may dial it now". The system must have the capability to prompt customers for the type of service they desire, i.e. "Press 1..., Press 2..." The proposed system should support these capabilities internally within the proposed Switching/ACD system without requiring an external IVR.

CC5.27

System ability to provide announcement to customers in queue

Announcement Hardware / Capacities - The system must provide customers in queue with a variety of announcements. This capability must be inherent within the ACD architecture avoiding the need for external announcement devices and/or IVR servers.

CC5.28

Flexible announcement features in system

General Announcement Features - The system must be able to force customers to listen to an entire announcement before being connected to a CSR. Alternatively, the system must be able to immediately connect a call to the CSR if a CSR becomes available before an announcement is completed. The supervisor must have the capability to control which method is being used.



CC5.29

Call Identification Tag facility

Unique Call Identification Tag - A unique tag must be associated with each call when it originates and remain with the call throughout a multi-site network to facilitate cradle to grave call tracking.

CC5.30

Call Routing capacity of ACD

Call Routing Commands/ Capacity. The system must promote an autopilot approach to call routing by providing routing tables of selectable commands and conditions and using Standard English commands.

CC5.31

Database maintenance for call routing

Integrated Routing Database Tables - A database must be maintained in the system for specialized routing purposes (e.g., a table of priority customers which would receive priority routing and possibly queue to a dedicated CSR).

CC5.32

Call Routing Comparator facility in ACD

Call Routing Comparators - Comparison operators such as "less than", "greater than", etc., must be available for constructing vector routing commands.

CC5.33

Wildcard Digit matching capability in Call Router

Wildcard Digit Matching for Call Routing - The system must be able to match ANI or other digits in routing tables using wild card sequences that would identify and route specific calls to a specified destination. Bidder must describe type of wild card digit.

CC6.0 CSR AND SUPERVISOR TERMINALS

CC6.1 General functionality of CSR & supervisor functionalities

General Functionality - The CSR and supervisor terminals must use open architecture state-of the art technology and be widely used generally available and standard equipment. Bidder will provide the headsets to interface with the proposed solution. The Bidder must offer ACD "soft phone" and supervisor terminal functionality that is controlled by a PC-based CSR interface.

CC6.2 CSR station technology

CSR Station - Bidders must propose "soft phone" technology for the CSR station. The proposed solution must integrate with PCs provided by BRPL.

CC6.3 CSR ‘soft phone’ support abilities

CSR Headset / Handset Operation - The CSR "soft phone" set must be able to support both a CSR headset and a CSR handset. There must be volume controls for each. The Bidder has to provide soft phone with amplifier.



CC6.4 Incoming call announcement capability of system

Incoming Call Announcement - The system must provide audible and visual whisper indication prior to the automatic connection of an ACD call to the CSR. For CSRs that handle calls for multiple applications, a whisper must indicate what type of call is arriving so that the CSR can greet the caller appropriately. The "soft phone" must also display this information to the CSR before delivery of the call.

CC6.5

Call Hold, Transfer & Conference features of CSR & Supervisor soft phone

Hold, Transfer & Conference Features - A dedicated, fixed feature button, for each function, must be provided on the CSR and supervisor "soft phone" set. The system must have the capability for CSRs and supervisors to set up conference calls for a minimum of 4 parties (including the CSR supervisor) without requiring attendant assistance.

CC6.6 Personalized Greeting recording capability of CSR soft phone

CSR Personalized Greeting - The system must offer the capability for CSRs to record personalized greetings that can be played to the caller prior to connection to the CSR.

CC6.7 CSR phone system ability to have & accept event codes

Entering Event Codes (Wrap Up) - CSRs must be able to enter codes to identify events that occurred during a call and to enter wrap up codes before becoming available for another call.

CC6.8 CSR phone system ability to have & accept call identification codes

Entering Call Identification Codes - CSRs must be able to associate other types of identifying information, such as consumer code, to particular calls.

CC6.9 Audio fault reporting & tracing ability

Audio Difficulty Trace - When a CSR experiences static or a noisy trunk, the audio difficulty must be easily reported and traced.

CC6.10

System ability to route calls based on DNIS

Routing Based on DNIS - The system must be able to route calls based on Dialed Number Identification Service (DNIS).

CC6.11

System ability to route calls based on ANI

Routing Based on ANI - The system must be able to route calls based on Automatic Number Identification (ANI).

CC6.12

System support for network provided customer information digits

Support for Network Provided CINFO Digits (Caller Information Forwarding) - The system must have the ability to collect caller entered digits (CED) and customer database provided digits (CDPD) supplied by the network in an incoming call’s ISDN PRI setup message and provide routing based upon these digits.



CC6.13

System ability to divert calls to IVRS based on conditions

Overflow Destinations - Calls must have the capability to be automatically overflowed to a voice response system based upon conditions in the call center including call volume and time of day.

CC6.14

Ability of ACD system to request & collect customer information & route call

Route by Caller Prompted Information - The ACD system must be able to request and collect information, such as a consumer no, and then route the call based upon that information.

CC7.0 MANAGEMENT INFORMATION SYSTEM

CC7.1

MIS System ability to provide real time & historical reports

Basic Internal Reporting - The system must provide basic low-cost, integrated reporting that does not require administration, external processors or external storage. Both real time reports and historical reports are required. Historical reports must be available for hourly or half hourly intervals. The proposed system must be capable of displaying reports on a video display terminal in real time or emailing them.

CC7.2 System ability for creation of custom reports

Custom Reporting - Fast, easy creation of custom reports from scratch is required as is modification of existing reports to customize them for reporting purposes. Report customization must include the ability to create custom data items and define custom calculations.

CC7.3 ODBC compliance of database

Open Data Base Connectivity - The database must be ODBC compliant.

CC7.4 System ability to transfer call center data for other applications

Exporting Data - It is desirable that call center data be exported to file or directly to other applications (e.g., other database systems, web servers).

CC7.5 System ability to provide access to MIS from remote

Remote Access - Supervisors must be able to access the management information system and monitor and administer the call center from a PC at remote locations.

CC7.6 ‘Cradle to Grave’ reporting by system

Cradle to Grave Reporting - The system must support "cradle to grave" reporting which would reveal exactly what happened to a caller from the time they entered the system until the time they hung up, and everything in between.

CC7.7

System ability to support call record queries via web browser

Web Browser Interface - The system must support customized queries of detailed call records via an industry-standard Web browser and/or graphical user interface.

CC7.8 Long term record storage

Long Term Storage of Detailed Call Records - The system must provide for long-term storage of detailed call history records.



CC7.9 Comprehensive Historical Reporting

Comprehensive Historical Reporting - Historical reports must be available for CSRs, split/skills, trunk groups, and applications in interval, daily, weekly, and monthly formats. Both graphical and text based formats are required. It is required that reports be printed on demand and on a scheduled basis. Historical data must be stored. Real Time reports must update automatically approximately every 3 seconds or less.

CC7.10

Graphical PC based reporting

Basic Graphical PC based Reporting - The system must provide real-time graphical reporting (bar-chart, pie-chart, time trace, wallboard, or text report display formats) to multiple supervisors. Such as: support of multiple external PC-based wallboards for display of real-time data to various ACD groups text messages created by supervisors displayed on PC-based wallboards set thresholds on data items that alert supervisors both visually and audibly when thresholds are reached and be able to send beeper/text messaging device Supervisor ability to customize views for real time monitoring of items and resources of interest in the call center.

CC7.11

Exceptions & threshold reporting by system

Exceptions and Thresholds - The following reports capabilities are required: Real time reports displaying color threshold indications for items that are exceeding desired levels such as number of calls in queue or oldest call waiting time. Definable exception categories and thresholds. Bidder must fully explain if thresholds can vary between different splits and applications or are they set for the entire system. Supervisors receive notification of all defined exceptions. Recent exceptions be displayed on demand.

CC7.12

Backup process performance

Backup Process - Backups must be performed scheduled or on demand.

CC7.13 Online Help Online Help - The system must provide Browser/GUI-based online Help.

CC7.14 Alarm in event of problem or error

Alarms and Error Conditions -The system must generate an alarm and notify service personnel in the event of system problems or errors.



CC7.15

Integrated Forecasting Capabilities of MIS

INTEGRATED FORECASTING CAPABILITIES - The Management Information System must offer integrated Forecasting capabilities based on AHT (average Handle time) and no of CSR etc. It is desirable the proposed solution has a call center simulator or the ability to provide "what if" forecasting scenarios considering the factor such as holidays, special campaigns, season trends, billing cycles, and other date of month influences are taken into consideration. Assignment of work shifts to employees. Generate an optimal schedule for CSRs for each hour that meets the forecasted call volume taking into consideration CSR availability, calendar management, and our desired service objectives.

CC7.16 Single reporting platform to provide real-time reporting for inbound, outbound and multi-channel reporting.

CC7.17

The proposed system shall provide a web-based interface to monitor real-time statistics and to generate historical reports. Multiple users can be generating reports at the same time. Please specify scalability of the reporting server.

CC7.18

Reports can be scheduled to run on a regular and recurring basis and to be automatically sent to email or SMS recipients and added to a dashboard, or can send to SFTP servers. Various file types, such as PDF, CSV and XLS shall be supported.

CC7.19

Shall provide Dashboard support. Dashboards can display the real-time reporting status of a call center and historical reports at the same time on the same dashboard including such information as available agents in queues, call volumes, talk times, wait times, and number of handled calls. Reports can be set into multiple views, such as Grids, Charts and Gauages.

CC8.0 Interactive voice response system (IVRS)

CC8.1

Interactive voice response system (IVRS)

Interactive voice response system, or IVRS, is a computerized system that should allow a telephone caller, to select an option from a voice menu. The system should play a pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen.

CC8.2 IVRS system features

IVR systems shall generally be used at the front end of call centers to identify what service the caller wants and to extract numeric information such as electricity payment dues, bill payment status as well as provide answers to simple questions such as completion of fuse off calls or allow pre-recorded information to be heard. The IVR


BSES Rajdhani Power Limited Systems should be properly designed so as to connect callers to their desired service promptly and with a minimum of fuss.

CC8.3 Scalability of IVRS

The IVR System should be scalable as per business needs. All the calls received at the call center shall first land on the IVRS, the system shall welcome the user and present a voice menu to select the service he requires and also key in and retrieve information from the system. The IVRS shall be CTI supported so that all the information entered by the caller on the IVRS is to be passed to the customer service representative screen as popup.

CC8.4 No. of IVR ports The no. of IVR ports should be with 120 expendable up to 400 IVR ports

CC8.5 IVRS capability to handle variable call volume

The average call duration is 2 minutes; The IVR system must be able to accommodate fluctuations in call volume.

CC8.6 Response Time of IVRS

Response Time/Performance /Availability - The response time must be no more than 2.0 seconds. The worst-case IVR response time (not the average) must be measured with all phone ports simultaneously speaking different messages (different or the same). The response time must be measured using the following two scenarios: The time the user completes input until the start of voice output is heard; and From the time a host message is received until the start voice output is heard. The requirement is for the IVR system to be available in a 24 X 7 X 365 for general narrative information and customer billing information.

CC8.7 General Architectural Requirements of IVRS

General Architectural Requirements - Although the Bidder will propose the general architecture of the system, there are certain overall aspects of the system that the Utility considers important to include. These are: For effective use of memory capacity, the system must permit multiple applications to use common speech files to handle items unique to an application along with common items. The IVR system must be built employing open industry standards and widely-used and generally available components and software. The system must be a client–server


BSES Rajdhani Power Limited architecture that is scalable. The proposed IVR system must interface with the Customer care systems and database.

CC8.8

Redundancy of connections for tele-communication & LAN network

Redundancy/Alternate Call Routing - The IVR system must have redundant connections to both the telecommunications network and the Local Area Network (LAN) interfaces. These connections must have failover capability to support both voice and data traffic. These failover connections are to ensure redundancy in the event of failure within the network servicing the IVR, and for the LAN providing the data from the back-end systems. Each of the links must be capable of supporting the emulation of multiple terminals. Recovery from power interruptions and system problems must occur automatically. The system must include provisions to monitor all centers 24 hours per day, 7 days per week and the capability to conduct online, on-demand and routine diagnostics to determine general status of the IVR and its applications without interfering with service.

CC8.9 Processor & system standards for IVRS system

To ensure that the proposed IVR platform can support growing and changing needs, the bidder shall provide a platform based on an industry standard processor and operating system utilizing a Linux or Windows platform. The kernel of the operating system must not be modified or use proprietary drivers. The system must be a modular design to support expansion and enhancement to major components of the IVR system.

CC8.10

Menu tree complexity of IVRS system

IVR Menu Tree Complexity - Based on the business process requirement the bidder has to design menu tree structure. IVR system's menu options will need to be reviewed with the utility prior to IVR development to ensure that all business functions are implemented as needed. The Bidder must make recommendations on the best way to implement the required functionality of the menu trees.



CC8.11 General Functionality of IVRS system

General Functionality -The IVR must be designed with the following parameters to manage/limit the following call transaction and duration characteristics: total transaction (call length) individual message input (response to a prompt) The parameters must be configurable by the Bidder and Utility with no interruption of production applications running on the system.

CC8.12 IVRS functionality

INTELLIGENT CALL ROUTING REQUIREMENTS - Customers with rotary phones must time out and be transferred to a CSR. If it becomes necessary to shut down an IVR application, the system must be capable of providing an announcement to the caller. Utility must be able to take all lines out of service after the completion of the call in progress on each line. This must be initiated by console command or host command. The IVR system must be able to automatically restart following a power failure. When the host systems are unavailable, the IVR must be capable of responding to incoming calls in various different ways. First, it must offer the capability to answer incoming calls and announce either "Information not available at this time" or "System unavailable" (as examples). Secondly, the system must have the ability to make all ports appear busy. It is desirable to have the system’s response to this condition be controlled by the application software, rather than defined at the system level. The following additional functionality is required when a host or IVR application is unavailable to the caller: Ability to directly route all incoming calls to the CSRs for complaints handling Ability to route incoming calls to a CSR when the Customer has difficulty in accurately inputting their customer no. Ability to route incoming calls to CSR when the data server or an IVR application is down during business hours and the Customer cannot access specific information during an Information Inquiry.



CC8.13

Graphical tool for monitoring & Reporting on real time / on demand basis

Monitoring, Statistics and Reporting - Each system must provide a graphical tool for supervisors, managers and system administrators for real-time monitoring of the system. Utility requires ad hoc reporting, upon demand. The system must include an administration or management tool for local and remote monitoring and management of every component of the IVR system. The monitoring tool must allow for immediate or progressive shutdowns and for shut down of single or multiple telephone lines, host connections, processors, applications of the entire system. The management tool must be secure from unauthorized users and available to one or more administrators concurrently. The management tool must be accessible via remote access. At minimum, reporting features must capture all of the following criteria and be available on-line, in real time: Ability to generate traffic and performance reports online on a daily, weekly, monthly and quarterly basis. Application statistics must be provided on an event basis and accumulated by specific applications in the IVR and by Customer ID. Application statistics must be provided showing the number of times a Customer is transferred to a CSR during a Information Inquiry transaction. Report information to include downtime, system usage by event script application, calls aborted, average length of call, busy hours, average call hold time by script application accessed. Cumulative data to the previous hour must be available at the half-hour. System capability to permit automatic scheduling of certain routine tasks at specific intervals. This would include report generation, data collection, and transfer or scripts for administration. A log file provided to review activities. The reporting system must track historical and real-time information. The reporting system must be capable of creating, saving and printing both standard and customized reports. The real time monitoring and reporting must be accomplished in a windowing environment. Monitoring and reporting must include security features to ensure


BSES Rajdhani Power Limited access only by authorized personnel. Common monitoring statistics across all systems include call volumes, IVR uptime, utilization, billing, max/min call usage, average length of call, average queue depth, average hold time and logging (for legal traceability).

CC8.14

IVRS announcement changes

The bidder shall keep provision for making changes in the IVRS announcement as per the request of utility.

CC8.15 IVRS ability to respond to each call

IVR will be responsible to answer each and every call and multilingual / multilevel option to be provided to the caller based on the dialed number (DNIS).

CC8.16

IVRS ability to provide user defined rule based information

IVR should provide user defined rule based routing e.g. IVR can automatically play payment balance, energy used etc. in the current month based on the data captured (CLI) or entered by the subscriber.

CC8.17

IVRS ability to route call to requisite ACD group

IVR will route the call to the appropriate ACD group e.g. billing enquiry, no power complaints, new payment schemes, technical support etc.

CC8.18

IVRS ability to present customer dialing details to ACD

IVR should also capture customer’s dialing details and presenting them to ACD or CTI directly to make routing of calls easier by identifying the calls i.e. by identifying the customers from DNIS, CLI, ANI or internal calls etc.

CC8.19

Integration of other voice related technologies

Other voice related technologies shall also be integrated to IVR system.

CC8.20

IVRS (all applications) performance testing by bidder

a) Performance Testing. Because the Bidder will be delivering hardware and software across all applications, the Bidder must provide performance testing for each application before full acceptance of a system by Purchaser. b) Testing, Diagnostics, and Monitoring. The Bidder must develop, implement and install the new IVR systems. The hardware, software and developed application must be tested prior to full production implementation. The Bidder’s must complete the installation and provide pre-installation site preparation to ensure proper environments and adequate space is available for the IVR. The Bidder must ensure that the system is fully integrated with existing database server and equipment. The Bidder is required to perform extensive testing, based upon the requirements for each


BSES Rajdhani Power Limited application, including but not limited to Bidder testing, and acceptance testing. These tests will include load testing, and verification that the application works at each location. Testing must include hardware, software and application full integration and systems testing, stress testing, post implementation testing and parallel testing, where appropriate. The Bidder is responsible to establish the testing environment. The Bidder must coordinate with Purchaser for transition from the existing systems if any to the new systems without interference with production systems. Adequate reporting must be available to allow both the Bidder and Purchaser to measure the system’s performance accurately under defined test conditions and in defined environments. The Bidder must develop and submit a Test Plan, including resource requirements and schedules, for complete testing of each of the applications, with test criteria to support all hardware and software performance requirements, IVR system features, interfaces, and architectural, communications and security requirements. The Bidder must include a disaster recovery procedure to insure that the systems are always available. The Test Plan must include the intended plan and justification for the chosen testing environment(s) throughout the entire testing lifecycle. Contingency plans must be defined in the event the Test Plan cannot be carried out, as initially planned. Purchaser must approve each segment of the Test Plan before testing begins

CC8.21

Documentation & Training to Customer

TRAINING AND DOCUMENTATION -a) Common Initial Training Requirements. The Bidder must provide SOCC site training for Purchaser staff at the time of installation. Initial training must include training on the overall functionality and monitoring capabilities of the Call Center, statistical monitoring and generation of ad hoc reporting capabilities. The Bidder must provide train-the-trainer training and documentation to the CSRs and supervisors. They must also provide training for any administrator or programmer. Purchaser requires the Bidder to develop a training document (pamphlet, binder, or manual) for each


BSES Rajdhani Power Limited IVR application, outlining the Customer interfaces of each application for distribution among Customers who will use the applications. The Bidder must provide PURCHASER with copies of all documentation regarding the IVR applications and Call Center application, including a User Manual. The Bidder must provide basic maintenance training and support training to Purchaser’s staff. b) Unique Training and Documentation Requirements. The Bidder will provide Purchaser’s staff with training, documentation and tools to allow the PURCHASER staff to make ACD and IVR system script or vocabulary changes

CC9.0 Computer telephony integration (CTI)

CC9.1

Computer telephony integration CTI system

CTI (Computer telephony integration) is the technology that allows interactions on a telephone and a computer to be integrated or coordinated. The following functions are implemented using CTI –Calling Line Information Display (Caller’s Number, Number Called, IVR Options) Screen Population on answer, with or without using calling line data On Screen Dialing (Fast dial, preview and predictive dial) On Screen Phone Control (Ringing, Answer, Hang-up, Hold, Conference etc.)

CC9.2

CTI ability to transfer information from PBX & IVR to CSR’s CRM screen

The CTI (Computer Telephony Integration) component shall be required for passing all the information from the PBX and IVR, such as the caller identification, Dialed number information, Language option service opted by the caller etc., to the CSR’s CRM screens.

CC9.3 Integration of agent application to CRM application

The system should provide an agent application integrated with CRM application. It should pop-up along with the caller information, when the call comes to the agent. The CLI should have the capability to popup all the vital customer data on screen.

CC9.4

CTI system ability to enable control of telephony features from GUI application

The Agent should be able to control the telephony features from this GUI application like login, logout, away, pick-up, hold, hang-up, conference, and transfer to another agent along with the screen (voice and data). Screen pop-ups should be multi-colored. CRM


BSES Rajdhani Power Limited components, queries or call priorities should be recognizable by the color of the pop-up.

CC9.5 CTI system support for login from any workstation

The system should support virtual login e.g. an agent can sit anywhere and login by putting his login id and that becomes his workstation.

CC9.6 Report generation capability of CTI system

Entire login, logout, away, total call handled, data of the agent should be captured and produced as reports.

CC9.7 Online display of ACD queue

The Agent application should also have the online monitoring display of the ACD queue(s).

CC9.8

Integration of CTI application to billing & consumer indexing database

The CTI application should also record a ticket on each call for reporting purpose. The docket shall be opened by the CC center and should be closed only after the customer is satisfied. The system shall have the capability to integrate with the utility’s billing and consumer indexing database.

CC 10 Dialer

CC10.1 DIALER: Automatic Dialing System

The dialer system should be capable of interfacing with the CRM for automatically dialing out to the consumers to deliver information like power supply position, payment reminders, payment acknowledgement and other information. The dialer should also be capable of working in both predictive and progressive modes depending on the requirement.

CC10.2 Support full blended mode: Agents can handle inbound and outbound tasks. System shall give inbound tasks with higher priority by default.

CC11 Remote monitoring capabilities

CC11.1

Remote monitoring capabilities Remote monitoring ability of ACD status, no. of agents etc.

The system should support remote monitoring of real time ACD statistics, queue, and number of agents, abandoned, answered calls from their office using the application provided by the system. The application software shall have the facility for fault escalation to various administrative levels of utility depending upon the delay in clearance.

CC12 Database Integration

CC12.1

Database Integration System integration with billing module & Consumer indexing & asset mapping module

The System should support retrieval of data from Utility’s computerized billing, Consumer indexing and asset mapping systems residing at different server e.g. if a caller wants to check his billing status, the IVR should retrieve the data in real time from the database residing


BSES Rajdhani Power Limited at these servers.

CC12.2 System integration with billing & consumer indexing modules

Certain database access, like Billing and consumer indexing, should be integrated with CTI for screen pop-up, CRM and priority handling etc.

CC13 Social Mining

CC13.1 Solution should be able to provide the integration with Social Media feeds, i.e. Twitter, Facebook etc. to capture consumer social contacts that contain words, terms or phrases.

CC13.2

The solution should support the following types of feeds: ◦ Really Simple Syndication (RSS) ◦ Facebook ◦ Twitter

CC13.3

Enables new types of interactions—such as videos, texts, and events from the Internet of Things or a back-end system—to be routed to the contact center. This capability enables the deployment of generic systems that need to interface with a contact center to provide care in a highly customizable way and yet standardize on routing and reporting.

CC13.4

Routing and queuing social contacts This feature enables routing of social contacts to skilled customer care representatives in the contact center. It draws on expertise in the enterprise by allowing multiple people to work together to handle responses to customer postings through shared work queues. It also enables automated distribution of work to improve the efficiency and effectiveness of social media engagement.

CC13.5

Tagging It should be able to route work to the appropriate team by grouping each post or social contact into different categories; for example, a post can be marked with the “customer_support” tag, and this post will then appear in a customer support agent’s queue for processing.

CC13.6

Filters Filters are configurable sources to modify and take action on social contacts, allowing customer care representatives to focus on the most actionable social contacts. Social Miner should supports following types of filters: ◦ Bayesian ◦ Author ◦ Script

CC14 Email Channel

CC14.1 Able to route email contacts to agents based on routing workflows such as skill-based, priority based and last agent handling.

CC14.2 Email channel should be based on a Universal Queue concept with the other channels such as Inbound, Outbound Voice and Web channels.

CC14.3 Shall support multiple distribution methods to agents, including Pull / Pick and Push.



CC14.4 Should support ability to analyze the content (subject and body) of email and send an auto-response from the built-in knowledge base.

CC14.5 Shall be able to send acknowledgement with an expected response time back to customers after receiving their emails.

CC14.6 Shall be able to automatically suggest articles from knowledge base for the agent to insert into the response.

CC14.7 Shall provide templates and macros to enable quick, consistent responses.

CC14.8 Shall provide capability to define work hours in system calendar and set service-level in workflow to help set expectations back to customer in automatic acknowledgements.

CC14.9 Shall be able to re-queue email or notify supervisor in event agent accepted but didn’t response and complete email.

CC14.10 Shall be able to automatically classify, sort, and search emails based on sender name, sender address, subject, body message, name of agent answering, and other defined criteria.

CC14.11 Outbound email from agent may be routed through workflow and queue for supervisor approval or compliance officer based on keyword analysis in the workflow.

CC14.12

Shall provide customer contact history to keep track of all communications from and to customers. Agents can easily search for previous communication associated to that customer in the customer history.

CC14.13 Email reports should be provided in a single, centralized web-based reporting interface as Voice, Web and Social Media.

CC14.14 Shall provide data adaptors to enable integration with external systems by using standard mechanism, such as ODBC, HTTP, Web Services, SOAP etc

CC14.15 Shall support tenant partitioning and multiple departments with role-based access and permissions.

CC14.16 Proposed solution should also be able to integrate with Fax and SMS management capabilities with SLA management and reports.

5. Documentation & Training

5.1 The bidder shall provide the required Documentation specified in the document for all the proposed

equipment and systems.

5.2 The bidder shall provide the required Documentation specified in the document for all the proposed

equipment and systems.

5.3 The documentations shall include but not limited to the followings:-

5.3.1 User guides for those who shall be using the system


BSES Rajdhani Power Limited 5.3.2 Operational guides for administrators and technical support officers;

5.3.3 Installation, configuration, fine-tuning and maintenance guides;

5.3.4 Configuration documentations, which includes the various parameter settings in the various

system after the fine-tuning processes.

5.3.5 System Flows and Description in the respect of functional and operational requirements.

5.3.6 General and technical information of the individual equipment;

5.3.7 Inventory documents of the entire proposed equipment

5.4 End User training

5.5 Technical hands-on training for Administrator and Operational teams of BRPL

6. Commissioning and Acceptance Test 6.1 The bidder shall submit full documentation and status report on the commissioning and handover to

BRPL.

6.2 The bidder shall propose, design, implement and perform Commission and Acceptance test plan with

the BRPL.

6.2.1 Bidder shall prepare criteria for commissioning and acceptance for the various systems in

consultation and approval of BRPL.

6.2.2 The criteria shall be vetted and approved by BRPL.

6.3 The criteria shall be attached as appendix with the commissioning and acceptance documents.

7. Warranty & Support 7.1 Offered solution should be with onsite warranty and support

7.2 The proposed system including hardware and software shall have One (1) year warranty with additional

four (4) years making total Five (5) years warranty and support which includes comprehensive

maintenance and support of the entire proposed integrated contact center system. Thereafter the

system will be in AMC.

7.3 The solution should be proposed along with offsite technical support services and onsite as per

requirement for Five (5) years.

7.4 The proposed Hardware & Software should have life of minimum 7 years. The OEM must support the

same for next 10 years. Bidder shall provide certificate of the same.

7.5 During warranty period the hardware and software must be covered with necessary minor or major

upgrades (Software support and upgrade-Major i.e. Version and minor too)

7.6 Warranty/ Support should be 2hrs response, 4hrs resolution, 7 days/week, 24 hours/day. 7.7 System design should be with 99.8% availability annually. OEM to vet the design and provide the

confirmation on system availability as totality.

7.8 Support should cover quarterly Preventive Maintenance Service / health checkup of the system

7.9 A single point contact for all maintenance calls shall be established. Routine preventive maintenance

shall be scheduled and performed at least four times for one calendar year.

7.10 The Technical and helpdesk support shall include, but not limited to the followings:-


BSES Rajdhani Power Limited 7.10.1 User procedure to obtain technical assistance from the Contractor;

7.10.2 User procedure to report problems to the Contractor;

7.10.3 Administrator procedure to report technical problems to the Contractor;

7.11 The Technical and helpdesk support should be off-site 24x7 with as and when on-site required as per

the criticality of the problem.

8. Guaranteed Technical Particulars Technical bid should comprise of point wise compliance/deviation sheet against each clause mentioned in

this specification. In event of deviation, logic for the same and details of alternate offer shall be clearly

given.

9. SLA Matrix for Technical support services

Severity Response Time Resolution Time Penalty

(Quarterly)

Critical 15 minutes 2 hours 3%

Medium 30 minutes 6 hours 2%

Low 2 hours 24 hours 1%

9.1 Problem Analysis and Resolution shall be jointly classified by the BRPL and the bidder as follows:-

9.1.1 Severity Critical: The problem affects mission critical systems such that the User is unable to

perform its Business functions.

9.1.2 Severity Medium: The problem affects a particular process or system for which there are

existing alternatives for by-passing the problem.

9.1.3 Severity Low: The problem has minimal or no effect on the user’s ability to perform its functions.

9.2 The Penalty will be applicable on TSS (Technical support charges) annual charges if resolution time

was not maintained and shall be calculated on monthly basis on the individual complaint on technical

support services.

9.3 Bidder is required to share the call logging process with escalation matrix.

10. Information / document to be submitted along with the proposal The bidder shall submit a comprehensive list of documents as applicable for the proposed system. The

schedule for submission and approval of these documents shall be in line with the overall project

implementation timeline. The document shall be identified with Buyer document number. If any document is

revised the bidder shall indicate each revision with a number date and description for approval.

• Bidders Company profile, including policies related to Ethics and Sustainability.

• Reference of successfully delivery 5 to 6 end to end enterprise level contact center solution

• Client Testimonial Letters


BSES Rajdhani Power Limited • To-Be document (Solution Document) for implementing enterprise level contact center solution

specific to BRPL requirements

• All necessary test certificates, procedures, plan where ever applicable as per project requirement

• OEM certificate on end to end system design and SLA management

11. Project Timelines The complete project will be delivered in 3 months from date of start of project.


BSES Rajdhani Power Limited 1. Pricing Schedule

S. No Line Item Qty. UoM

Unit Rate (Rs)

App. Taxes

Total AllInclusive

Value (Rs)

A Supply

1 Contact Center Solution (vendor should provide detailed BOQ with price breakup separately)

1 LOT

B Installation, Commissioning and Testing

3 Set-up Contact Center Solution with required professional services 1 No.

4

Professional service for CLI/CTI integration with BRPL existing CRM and .NET application through web services or other medium

1 No.

5 Professional service for CLI/CTI integration with BRPL CRM through standard connector and .NET application

1 No.

6 Professional service for Call Back Manager 1 No.

7 Professional service for integration of Social media, Email, Chat 1 No.

8 Professional service for Agent less Survey on IVR and SMS 1 No.

9 Additional Warranty/ Support 4 Yearly Basis

10 Technical Support Services 5 Yearly Basis

2. Payment Terms & Milestone

Milestone Number Milestone Description

MS-1

10% of contact value for part A of Pricing schedule shall be released as mobilization advance subject to fulfilment of following pre-requisites: Submission of PBG for 10% of contract value. (ii) Submission of ABG of equivalent amount valid till 30 days after completion time(iii) Acceptance of purchase order(iv) Submission of detailed project schedule



MS-2

10% of contact value for part A of Pricing schedule shall be released subject to fulfilment of following pre-requisites: submission and approval of detailed engineering documents, Design Documentation for Hardware & Software System, List of Deliverables

MS-3 25% of contact value for part A of Pricing schedule shall be released subject to fulfilment of following pre-requisites: Delivery of hardware and software required for contact center set-up.

MS-4

25% of phase wise contact value for part A of Pricing schedule and 50% of contract value for part B (3,4&5) shall be released subject to fulfilment of following pre-requisites: (i). Baseline system and application software installation, testing , commissioning & Software Test Plan Software Test Execution, Review and Signoff . (ii) Installation and Commissioning of Communication Contact center and Integration with CRM and other different applications and resolution of all variances to BRPL’s satisfaction.

MS-5 15% of contract value for Part A & Part B (3-6) shall be released subject to fulfilment of following pre-requisites: (i) System ready for live transactions, Completion of UAT and Integration Test Reports

MS-6

15% of contract value for Part A and part B (3-6) shall be released on completion, i.e. 1. Closure of all exceptions including Availability of application, Applications tuning competition, 2. Approval of Administration & Operator’s User’s Manual, 3. Documentation & training.

MS-7

Balance 20% of contract value for Part B (3-6) will be released after 3 months of successful system run and 100% of Part B (7&8) shall be released on quarterly basis post go-live. Payment shall be made on equal proportions on quarterly basis for Part B (7&8)

Note: Milestone payments shall be made in full upon the successful completion of the milestone. In the event that only a minor portion of a milestone is not fully completed, invoicing for partial payment of the milestone will be entirely to BRPL discretion. Payment terms shall be within 30 days from receipt of invoice supported by BRPL certification of completion of milestone. Payments against part B (7&8) shall be made on quarterly basis in arrears



Volume – II

(FORMATS)




BSES Rajdhani Power Limited Annexure ‐I

BID FORM

To Head of the Department Contracts & Materials BSES Rajdhani Power Ltd BSES Building, Nehru place New Delhi– 110019

Sir,

1. We understand that BRPL is desirous of carrying out ……………………………….. In its license distribution network

area in Delhi. 2. Having examined the Bidding Documents for the above named works, we the Undersigned, offer to provide our

services in full conformity with the Terms and Conditions and technical specifications for the sum of......................................... (figures........................................................................) or such other sums as may be determined in accordance with the terms and conditions of the contract .The above Amounts are in accordance with the Price Schedules attached herewith and are made part of this bid.

3. If our Bid is accepted, we undertake to provide our services as per completion schedule mentioned in the tender

document from the date of award of work order/letter of intent.

4. If our Bid is accepted, we will furnish a performance bank guarantee as mentioned in the RFQ for due performance of the Contract in accordance with the Terms and Conditions.

5. We agree to abide by this Bid for a period of 120 days from the due date of bid submission and it shall remain

binding upon us and may be accepted at any time before the expiration of that period.

6. Unless and until Letter of Intent is issued, this Bid, together with your written acceptance thereof, shall constitute a binding contract between us.

7. We understand that you are not bound to accept the lowest, or any bid you may receive.

8. There is provision for Resolution of Disputes under this Contract, in accordance with the Laws and Jurisdiction of

Contract.

Dated this............................... day of................................................. 20…… Signature.............................................. In the capacity of ……………………………… ..................................................................duly authorized to sign for and on behalf of (IN BLOCK CAPITALS) ...............................................................................



BIDDER DETAILS Offer No.: ………………………………………….. Date: ………… To, Head Contract and Material BSES RAJDHANI POWER LIMITED 3rd Floor “A” Block, Shakti Kiran Building, Delhi‐110032 (INDIA). Dear Sir,

In response to your Tender No. CMC/BR/18‐19//FK/KG/734 dated 12.10.2018 for DELIVERY AND IMPLEMENTATION OF AN ENTERPRISE LEVEL ADVANCED CONTACT CENTER AT BRPL NEHRU PLACE, DELHI.

at BSES RAJDHANI POWER LTD, Delhi‐32. We hereby submit our offer herewith.

1. Bidder Name : …………………………………………… 2. Website Address : …………………………………………… 3. Email Address : ………………………………………….... 4. Address for Communication : ……………………………………………

……………………………………………. …………………………………………….

5. Telephone Number : ……………………………………………

6. Fax/Telefax Number : ……………………………………………

7. Authorized Person ‐ Name :……………………………………………

a. Designation :…………………………………….

b. Mobile No. : …………………………………...

c. Email‐ID : ……………………………………

8. Alternate Authorized Person ‐ Name :…………………………………

a. Designation:…………………………………….

b. Mobile No. : …………………………………...

c. Email‐ID : ……………………………………

9. PAN Number : ……………………………………


BSES Rajdhani Power Limited 10. GST Number : ……………………………………

11. Particulars of EMD

a. Amount : � …………………………… b. Mode of Payment (BG) : ………………………………… c. BG No. : ………………………………… d. Date : ………………………………… e. Name of the Bank : ………………………………… f. Address of the Bank : ………………………………… g. Validity of BG : …………………………………

12. Particulars of Tender Fee

a. Amount : � …………………………… b. DD No. : ………………………………… c. Date : ………………………………… d. Name of the Bank : ………………………………… e. Address of the Bank : …………………………………

13. Turnover of the Bidder in last 3 years (Please submit copy of Annual Report)

Year Annual Report attached at Page No. Turnover in Rs. (Crores)

2014‐2015 2015‐2016 2016‐2017

Average Turnover

14. Details of similar work / order executed during last 2 years (Please submit copy of completion certificate from

the client.

Description of the Work/ Order Executed

Value of Work/Order Executed

Name of the Client

Start Date Finish Date Doc. Evidence atPage No.

15. Following Documents are submitted to substantiate other eligibility criteria.

i) ………………………………………………………………………… ii) ………………………………………………………………………… iii) ………………………………………………………………………… DECLARATION


BSES Rajdhani Power Limited 1) We have read and understood the terms & conditions of the above mentioned tender and comply with all Terms

& Conditions of your Tender.(In case of any deviation the Bidder must attach a separate sheet clearly mentioning the Clause No. of the Tender and Deviation thereto)

2) We certify that the information mentioned above are true and correct to best of our Knowledge. 3) In case of receipt of order we confirm that payment shall be received through e‐Banking / Electronics Transfer.

4) This offer contains ……………. No. of pages including all Annexure and Enclosures. Place: Signature of Authorized Signatory Date: Name: Designation: Seal:



Annexure ‐II

FORMAT FOR BID SECURITY BANK GUARANTEE

(To be issued in a Non Judicial Stamp Paper of Rs.50/‐purchased in the name of the bank)

Whereas [name of the Bidder](hereinafter called the Bidder“) has submitted its bid dated [date of submission of bid] for the supply of [name and/or description of the goods] (hereafter called ‘’the Bid”).

KNOW ALL PEOPLE by these presents that WE [name of bank]at[Branch Name and address],having our registered office at[address of the registered office of the bank](herein after called —the Bank“),are bound unto BSES Rajdhani Power Ltd., with it‘s Corporate Office at BSES Building Nehru Place; New Delhi ‐110019 ,(herein after called —the Purchaser“)in the sum of Rs. …………….(Rupees………………………………………………………only) for which payment well and truly to be made to the said Purchaser, the Bank binds itself, its successors, and assigns by these presents.

Sealed with the Common Seal of the said Bank this_____ day of________ 20____.

THE CONDITIONS of this obligation are:

1. If the Bidder withdraws its Bid during the period of bid validity specified by the Bidder on the Bid Form ;or

2. If the Bidder, having been notified of the acceptance of its Bid by the Purchaser during the period of bid

validity: (a) Fails or refuses to execute the Contract Form , if required; or (b) Fails or refuses to furnish the performance security, In accordance with the Instructions to Bidders/Terms and conditions; We undertake to pay to the Purchaser up to the above amount upon receipt of its first written demand, without the Purchaser having to substantiate its demand, provided that is its demand the purchaser will note that amount claimed by it is due to it, owing to the occurrence of on e or both of the two condition s, specifying the occurred condition or condition s.

This guarantee will remain in force up to and including Sixty (60) days after the due date of submission bid, and any demand in respect thereof should reach the Bank not later than the above date.

(Stamp & signature of the bank)

Signature of the witness



Annexure –III

PRICE FORMAT From ……………………. ……………………. ……………………. To, HEAD OF THE DEPARTMENT, 1st FLOOR, ‘C’ BLOCK, CONTRACTS & MATERIALS DEPARTMENT, BSES RAJDHANI POWER LTD, BSES BHAWAN, NEHRU PLACE, NEW DELHI‐110019. SUB: Tender for appointment of bidder for DELIVERY AND IMPLEMENTATION OF AN ENTERPRISE LEVEL ADVANCED CONTACT CENTER AT BRPL NEHRU PLACE, DELHI. under BSES RAJDHANI POWER LTD, and submission of rates. NAME OF BIDDER



Annexure‐IV COMMERCIAL TERMS AND CONDITIONS

S/NO ITEM DESCRIPTION AS PER BRPL CONFIRMATION OF

BIDDER/BIDDER TERMS

1 Validity of prices 120 days from the date of offer

2 Price basis The prices offered shall be inclusive of all costs as well as Duties, Taxes and Levies paid or payable during execution of the supply work, breakup of price constituents, should be there.

3 Payment terms 100% of completion of development and successful implementation of application and duly verified by User In‐charge. The payment will be released only after verification of the bill by the Indenting Unit.

3 Delivery period 2 months from the date of LOI

4 Penalty for delay

The date of the delivery of the goods/services stipulated in the acceptance of tender should be deemed to be the essence of the contract and the delivery must be completed no later than the date’s specified therein. Extension in delivery period will not be given except in exceptional circumstances. Should, however, deliveries be made after expiry of the contract delivery period and acceptance by consignee, such deliveries will not deprive the purchaser of the right to recover Liquidated damages.

In case the Supplier fails to supply the goods/services against the order, the same shall be procured from other suppliers at the cost and risk of the supplier and the excess money will be recovered from the dues of the party.

Penalized as per the SLA terms & conditions. LD can be recovered from any dues of the supplier.

5 Performance Bank Guarantee

A. The successful Bidder shall furnish the Performance Bank Guarantee for an amount of 10% (Ten percent) of the total finalized Ex‐work value in accordance with the format provided. The Performance Bond shall be valid for a period of three years (03) from the date of the commissioning or three years six months (3.6) from the date of receipt of material (last consignment) at site/stores whichever is earlier plus 3 months towards claim period. Upon submission of the performance security, the EMD shall be released.



NO DEVIATION SHEET Annexure‐V

NIT NO & DATE : ……………………….. DT: ………….

SL NO SL NO OF TECHNICAL SPECIFICATION DEVIATIONS,IF ANY

SIGNATURE & SEAL OF BIDDER NAME OF BIDDER



Annexure VI

QUALIFICATION CRITERIA

Prequalification criteria for bidders Parameter Requirement Description Supporting documents

Financial stability of the bidder

1. The bidder should have minimum annual turnover of Rs. 50 Crores in each of the last three financial years (i.e. 2015‐16, 2016‐17, 2017‐18).

2. The Bidder should be a profit making company in at

least three of the last five financial years 2013‐14, 2014‐15, 2015‐16, 2016‐17, 2017‐18

Documentary evidence in form of certificate from CA in practice

Taxes and compliance

1. The bidder should be a public/private limited company registered under Companies Act, 1956 for a minimum period of seven years in India.

2. The bidder should have a valid Registration/ GST/ VAT/ Service tax Certificate, PAN Card and should be registered with the appropriate authorities for all applicable statutory taxes/duties in India

Documentary evidence of certificates

Blacklisted The company should not be currently blacklisted by any Govt. Department or PSU Enterprise in India or abroad Self‐declaration by bidder

Existence Company should have been in existence in the last 5 years Certificate of incorporation Full Cycle Implementation Experience as Primary Contractor

The Bidder must have full cycle experience supply and implementation of similar contact center product in at least two organizations in last three years (period ending Bid submission date)

Self‐declaration by bidder along with Client name and project details

Local Presence

1. The Bidder should be preferred having office in Delhi NCR

2. The company should have presence in all the metros.

Shops & Establishment Certificate from Appropriate Authority

OEM vendor authorization In case the company is not an OEM Authorization certificate/ letter of

Product from the Product Vendor

Availability of Manpower

1. The bidder should have experience for at least 3 years in last 5 years of implementing contact center in a similar organization, preferably in the large corporate.

2. The bidder should have executed similar type of work of at least two contact center supply and implementation order in last 2 years.

3. The bidder should have experience in providing

24x7x365 Technical support service for contact center services and should have in‐house L3 OEM certified expertise

Self‐declaration by bidder with executed project details. CV’s of atleast 5 in‐house technical experts of L3 level out of which 2 should be OEM certified.



Appendix VII ACCEPTANCE FORM FOR PARTICIPATION IN REVERSE AUCTION EVENT (To be signed & stamped by the bidder along‐with bid) BSES Rajdhani Power Ltd (BRPL) intends to use reverse auction through SAP‐SRM tool as an integral part of entire tendering process. All techno‐commercially qualified bidders shall participate in the reverse auction. The following terms and conditions are deemed as accepted by the bidder on participation in the bid:‐ 1. In case of bidding through Internet medium, bidders are advised to ensure availability of all associated infrastructure as required to participate in the reverse auction event. Inability to bid due to telephone glitch, internet response issues, software & hardware hangs/failures, power failures or any other reason shall not be the responsibility of BRPL. 2. In case bidder fails to participate in the reverse auction event due to any reason whatsoever, it shall be presumed that the bidder has no further discounts to offer and the initial bid submitted by them as a part of tender shall be considered as bidder’s Final No Regret offer. Any off‐line price bids received from a bidder in lieu of non‐participation in the reverse auction event shall be rejected by BRPL. 3. The bidder is advised to understand the auto bid process to safeguard them against any possibility of non‐participation in the reverse auction event. 4. The bidder shall be prepared with competitive price quotes during the day of reverse auction event. 5. The prices quoted by bidder in reverse auction event shall be on FOR Landed cost BRPL Store/site basis inclusive of all relevant taxes, duties, levies, transportation charges etc. 6. The prices submitted by the bidder during reverse auction event shall be binding on the Bidder. 7. The bidder agrees to non‐disclosure of trade information regarding bid details e.g. purchase, Identity, bid process/technology, bid documentation etc. 8. BRPL will make every effort to make the bid process transparent. However award decision of BRPL will be final and binding on the bidder. 9. The prices submitted during reverse auction event shall be binding on the bidder. 10. No request for Time extension of the reverse auction event shall be considered by BRPL. 11. BRPL shall provide the user id and password to the authorized representative of the bidder. Authorization letter in lieu of the same shall be submitted along with the signed and stamped acceptance form. 12. The original price bids of the bidders shall be reduced on pro‐rata basis against each line item based on the final all inclusive prices offered during conclusion of the reverse auction event for arriving at contract amount


BSES Rajdhani Power Limited The bidders must furnish following information:

1. Details to support of Eligibility Criteria to be furnished along with the RFP: Details of atleast two call center supply/ implementation done: 1. Name and address of customer2. Name and address of contact person (with phone , fax & email)3. Nature of services being provided 4. Brief description of network setup

Please attach copies of the PO

2. Bidders details: 1. Office address, telephone fax nos. dealing this RFP2. Details of official dealing with BRPL for this RFP

3. Deviations from objectives: The bidder must specify the deviations / infeasibility, if any, from the expectations in this tender document as given in the deviation sheet Annexure V. In case nothing is specified under this heading, it will be assumed that there are no deviations from the requirement described in this document.

4. Detailed technical solution‐ please attach with all details.

Yours faithfully Place: Date: Signature of the bidder with seal



SELF DECLARATION FORM Tender No: CMC/BR/18-19/FK/KG/734 To, The HOD Contract & Material Dept BSES Rajdhani Power LTD Nehru place Delhi-110019 Subject: Declaration for Not blacklisted Sir,

1. I / We, the undersigned do hereby declare that, I / We have never ever been blacklisted and / or there were no debarring actions against us for any default in supply of material/ Services or in the performance of the contract entrusted to us in any of the State Government, Central Government or any other public sector undertaking or a corporation or Electricity Utilities of India.

2. In the event of any such information pertaining to the aforesaid matter found at any given point of time either during the course of the contract or at the bidding stage, my bid/ contract shall be liable for truncation/ cancellation/ termination without any notice at the sole discretion of the purchaser.

Yours faithfully Place: Date: Signature of the bidder with seal (This from shall be duly signed by the bidder & submitted along with the original copy of the bid.)



VENDOR DATA FORM

1. Name of the company:__________________________________________

2. Address of the company:________________________________________ _________________________________________ _________________________________________

3. During the time the tender enquiry is received and the tender is submitted by us to your office, we authorize following person/ persons whose signatures are attested below to deal with BRPL on our behalf for any clarifications:

S.No Name & Designation Contact Telephone &

fax E‐mail Address Specimen Signature

1.

2.

3.

Yours faithfully Place: Date: Signature of the bidder with seal




CHECK LIST

Sno Item Description Yes/No

1 INDEX Yes/no

2 COVERING LETTER Yes/No

3 Bid FORM (UNORICED) DULY SIGNED Yes/no

4 Bill of Material (UNPRICED) Yes/No

5 TECHNICAL BID Yes/no

6 ACCEPTANCE TO COMMERCIAL TERM AND CONDITIONS Yes/No

7 FINANCIAL BID (IN SEALD ENVELOPE) Yes/no

8 EMD IN PRESCRIBED FORMET Yes/No

9 DEMAND DRAFT OF RS 1180/‐ DRAWN IN FAVOUR OF BSES RAJDHANI POWER LTD

10 POWER OF ATTORNEY/AUTHORISATION LETTER FOR SIGNING THE BID Yes/No