Preparation of Request for Proposal (RFP) for Manning of ... · Request for Proposal (RFP) for appointment of an agency for deployment of manpower at Central Customer Care Centre

ASSAM POWER DISTRIBUTION COMPANY LTD

GUWAHATI

Bid No.: APDCL/R-APDRP/CCCC/2018/3 Date 23/07/2018

Bid Publishing date/Bid download start date: 23/07/2018

Date/time for Pre – Bid meeting :03/08/2018, 11 AM

Bid submission start date :10/08/2018, 10 AM

Bid submission end date :16/08/2018, 2 PM

Technical Bid opening date :18/08/2018, 11 AM

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Request for Proposal (RFP) for appointment of

an agency for deployment of manpower at

Central Customer Care Centre - Guwahati

Page 2 of 21 No APDCL/R-APDRP/CCCC/2018

ASSAM POWER DISTRIBUTION COMPANY LIMITED (APDCL) RAPDRP Cell

O/O Chief General Manager (PP&D)

-------------------------------------------------------------------------------------------------------------------------------

NOTICE INVITING TENDER

NIT No. APDCL/R-APDRP/CCCC/2018/3 Date 23/07/2018

Online tender in two parts (a)Technical Bid &(b) Price Bid with bid validity of minimum 180 days from

the date of opening of Technical Bid are hereby invited from the eligible firms, by the Chief General

Manager (PP&D), APDCL – Guwahati as per following details:

Description of the Work

Request for Proposal (RFP) for appointment of an

agency for deployment of manpower at Central

Customer Care Centre - Guwahati

Area of Work Manning the Centralized Customer Care Centre

of APDCL at 6th Mile Campus, Guwahati

Cost of Tender Document Indian Rupees 10,000/- (Ten Thousand Only)

Earnest Money Deposition (EMD) Indian Rupees 15,00,000/- (Fifteen Lakhs Only)

Sl.

No. Tender (Bid) Number

Bid

download

start date

Date &

time of Pre-

Bid

Meeting

Start date &

time of Bid

submission

Last date &

time of Bid

submission

Date of opening of

Technical Bid

1.

NIT No. APDCL/R-

APDRP/CCCC/2018/3

dated 23/07/2018

23/07/2018 03/08/2018,

11:00 AM

10/08/2018,

10:00 AM

16/08/2018,

2:00 PM

18/08/2018,

11:00 AM

TERMS & CONDITIONS:

1. Interested bidders can download the Tender Documents from APDCL’s website www.apdcl.org and also

from www.assamtenders.gov.in. However, the Bidders will have to deposit the requisite amount towards the

Tender Document Cost of Rs 10,000.00 (Rupees ten thousand) only in the form of A/C payee DD/Banker’s

Cheque (which is non-refundable) duly pledged in favour of “CGM(F&A), APDCL, payable at Guwahati”

along with the bid document and provide the DD/Cheque details while submitting tender online in

www.assamtenders.gov.in. Intending bidders will have to register themselves in www.assamtenders.gov.in to

be eligible for participating in the bid.

2. To participate in the pre-bid meeting, the bidder must submit the cost of bid documents (demand

draft/Banker’s cheque) to the office of CGM(PP&D) before the pre-bid meeting.

3. The Earnest Money Deposit of INR 15,00,000.00 (Fifteen Lakh) only in the form of Demand Draft drawn in

favour of CGM(F&A), APDCL, Guwahati payable at Guwahati (Assam) issued by any

scheduled/nationalized Bank of India or in the form of Bank Guarantee issued by any scheduled/nationalized

Bank of India, should be furnished by the bidder along with the bid. Bids without Earnest Money Deposit

shall be summarily rejected. Details of EMD are to be provided while submitting tender online in

www.assamtenders.gov.in.

4. Technical bids would be opened in the office of the Chief General Manager (PP&D), APDCL – Guwahati,

as scheduled above.

5. Date of opening of Price bids will be intimated subsequently to the technically qualified bidders.

Sd/-

The CGM (PP&D), APDCL

http://www.apdcl.org/

http://www.assamtenders.gov.in/



ASSAM POWER DISTRIBUTION COMPANY LTD

GUWAHATI

Tender No: No. APDCL/R-APDRP/CCCC/2018/3 Date: 23/07/2018

1. Assam Power Distribution Company Limited invites offers from reputed bidders of similar field

for providing services through deployment of qualified and suitable manpower as per detailed

‘Scope of Work’ given in this document. The technical and price bids must be submitted through

online mode via www.assamtenders.gov.in. Apart from online submission, hard copies of

Technical bid and Price bid are to be submitted separately in sealed envelopes.

Project Scope:

Assam Power Distribution Company Limited (APDCL) is engaged in the business of

electricity distribution, trading, supply in the state of Assam. In order to enable the electricity

consumers to call to a single telephone number to register complaints related to power supply, billing,

metering, payments etc, a Centralized Customer Care Centre has been set up in the Data Centre

building, Sixmile, Guwahati under the Re-structured Accelerated Power Development and Reforms

Program (R- APDRP) with seating capacity of 40 (forty) numbers of Customer Care Centre agents.

Current project scope is to man the Central Customer Care Center through deployment of

suitable manpower for attending to consumer calls, for their problem resolutions, status update,

queries and other information, thereby improving the overall efficiency and promptness in serving our

customers. The persons (agents) responding to phone calls must maintain the ‘HIGHEST

STANDARDS OF COURTESY AND PROFESSIONALISM WITH A HELPING ATTITUDE.’

(a) Types of calls expected (not limited to):

o Calls related to power outage.

o Billing/metering/payment related queries

o Issues related to recharging of prepaid meters

o Query on New Service Connections

o Query on new/existing schemes/projects announced by APDCL

Detailed Summary of activities of Customer Care Agents is at Sl No 3.3.

(b) Primary language of Support in CCCC would be Assamese and agents should also be capable of

comfortably conversing in English and Hindi.

(c) APDCL shall NOT BE under any obligation whatsoever to provide

employment/empanelment to any of the personnel deployed by the Contractor during or

after the expiry of the contract.



2. Tender Schedule

All bid related activities (Process) like Tender Document Download, Bid Preparation, Queries

submission, Bid submission and Submission of EMD and other documents will be governed by the

time schedule given under Key Dates below:

Cost of Tender Document Indian Rupees 10,000/- (Ten Thousand

Only)

Earnest Money Deposition (EMD) Indian Rupees 15,00,000/- (Fifteen Lakh

Only)

Sl.

No. Tender(Bid) Number

Bid

download

start date

Date &

time of Pre-

Bid

Meeting

Start date

& time of

Bid

submission

Last date &

time of Bid

submission

Date of

opening of

Technical Bid

1.

NIT No. APDCL/R-

APDRP/CCCC/2018/3

dated 23/07/2018

23/07/2018 03/08/2018,

11 AM

10/08/2018,

10 AM

16/08/2018,

2 PM

18/08/2018,

11 AM

2.1 Address for communication and deposition of bids:

Office of the Chief General Manager (PP & D)

Assam Power Distribution Company Limited

6th Floor, Bijulee Bhawan

Paltan Bazar, Guwahati – 781001

Assam – India

E-mail: [email protected]

Interested bidders can download the Tender Documents from APDCL’s website www.apdcl.org and

also from www.assamtenders.gov.in.The Bidders will have to deposit the requisite amount towards

the Tender Document Cost against above tender Enquiry in the form of Demand Draft/ Banker’s

Cheque along with their Bid in a separate envelope – 1st super-scribed with the words: “Cover – I &

Cost of the Bid Document”.

2.2 Qualification of Bidders:

A) MANDATORY QUALIFICATIONS FAILING WHICH, THE BIDDER WOULD BE

SUMMARILY DISQUALIFIED

2.2.1 Bidder should be a Proprietorship firm OR Registered Co-operative Society OR Limited /

Private Limited Company/ Firm registered under the Companies act, 1956. Joint Venture /

Consortium / Association for bidding shall NOT be allowed.

2.2.2 The bidder should have at least one of the following certifications:

a) ISO 9001 certification for quality of services

b) ISO 27001 - ISMS-Data information Security

2.2.3 The Bidder should have a minimum average annual turnover of INR 4 Crores (Four Crore)

in India in any three consecutive financial years in last five financial years in the particular field as

http://www.apdcl.gov.in/



running a Customer Care Centre. Relevant certificates should be provided. The Bidder should also

provide a certificate from a Chartered Accountant for establishing Net Worth Turnover.

2.2.4 The Bidder should have specific relevant work experience in the business of running

Customer Care Centre and supplying Manpower Services in particular for Customer Care Centers for

duration of at least eighteen months in any Central Govt/ State Govt Department or PSU or in the

Private Sector (Telecom or Power utilities only). All relevant documents related to establishing work

experience must be submitted along with the bid.

Bidder must submit certificate of satisfactory performance from clients (mentioning period of

service) to establish that satisfactory quality of customer care service was maintained during the

period of the contract.

Bidder’s relevant work experience would be considered only if the bidder satisfies any one of the

following three conditions:

(a) Bidder has successfully completed (or On-going**) at least three relevant works / assignments

each individually costing not less than an amount equal to 20% of the estimated cost of the

tender

OR

(b) Bidder has successfully completed (or On-going**) at least two relevant works / assignments

each individually costing not less than an amount equal to 30% of the estimated cost of the

tender

OR

(c) Bidder has successfully completed (or On-going**) at least One relevant work / assignment

costing not less than the amount equal to 40% of the estimated cost of the tender

[** If the work is complete, then the work must have been completed within the last 5

financial years from date of floating of this RFP, if the work is on-going, then copy of

work order/LoA along with experience certificate for successful completion/delivery of

services for at least continuous eighteen months must be submitted along with the bid]

2.2.5. The Bidder should also be registered with the Income Tax, Goods and Services Tax, and PF

registration in India. Bidder should have valid certificate of GST/ Income Tax Registration (PAN) and

PF registration in India as on date of submission of proposal.

2.2.6 Bidder must submit attested copy of manpower wages roll and EPF Challan in support of

available manpower (duly submitted to EPFO) in respect of the previous three financial years.

2.2.7. Bids are not allowed from the firms which are found guilty of malpractice, misconduct, or

blacklisted/debarred either by any Govt. (central, state), Public Sector Undertakings or by any local

authority. Affidavit / declaration on non-judicial stamp paper of Rs. 100/- stating that the firm has

NOT BEEN found guilty of malpractice, misconduct, or blacklisted/debarred either by APDCL Govt.

of Assam or by any local authority and other State Government/Central Government's organizations

in the past three years needs to be submitted.


2.2.8 Customer Care Services Support& Continuity Assessment for the North East Region.

If any bidder, either as a single firm or as a Joint Venture entity/consortium, was/is

associated in providing manpower support / technical support / training support for Customer

Care Centre Operations in any State/Central Government Department or Public Sector Unit or

Statutory Body primarily in the Telecom or Power Sectors in any of the seven North Eastern States

within the last 5 years from the date of publication of this bid, then mandatorily the bidder has to

submit the following for all the Customer Care Centre projects handled by the bidder in these

North East States.

Successful Continuous Performance Certificate (if services are continuing as on date of

publication of this bid)

OR

Successful Completion Certificate (if services are complete as on date of publication of this

bid)

Failure to submit the above certificate for all the projects taken up (Completed/Continuing) by

the bidder in the NE region for the last 5 years will automatically result in rejection of the bid.

Random visits may be carried out by APDCL to any of the client sites mentioned by the bidder to

carry out on-site verification/assessment of performance.

2.2 B) THE SUCCESSFUL BIDDER MUST CONFORM TO/FULFILL THE FOLLOWING

(i) The successful bidder must obtain necessary licenses as required under

provision of the CL (R&A) Act within 3 months from the date of issue of Letter

of Award (LoA) failing which the LoA shall be cancelled.

(ii) The successful Bidder will have to comply with all statutory requirements like PF,

ESI, GST and all other labour laws, as applicable and mandated by the Central /State

Governments/ Statutory body from time to time.

2.3 Submission of Tenders

The technical and price bids must be submitted through online mode only, in the website

www.assamtenders.gov.in. Additionally, a hard copy of the bid has to be submitted in sealed

envelope, 1 main envelope containing 4 (four) envelopes with Cost of Bid in Envelope no. 1, Earnest

Money Deposit (EMD) in Envelope no. 2, Technical Bid in Envelope no. 3 & Price Bid in Envelope

no. 4, each envelope being super-scribed with tender no, name of bidder etc. Each and every paper of

the hard copy of the bid should be signed affixing seal by the bidder while submitting bid. All the

above envelopes shall be placed in a sealed envelope/parcel, the bidder’s name & address written

clearly on the front side of it



Tender should be submitted on or before last date and time of submission. Tenders received after

the due date and time shall not be accepted under any circumstances.

2.4 BID OPENING

2.4.1 Opening of Technical bid

The technical bids will be opened as per the date and time specified in the tender notice and in the

presence of bidders’ authorized representative. Any change in the schedule will be communicated to

the bidders.

2.4.2 Opening of Financial (Price) Bid

The date and time of opening Financial (price) bid shall be notified later.

2.4.3 Period of Validity of Tenders

The tenders shall remain valid for a period of minimum 180 days from the date of opening of

Technical Bid.

2.5 Earnest Money Deposit

The Earnest Money of INR 15,00,000/- (Fifteen Lakh) in the form of Demand Draft drawn in

favour of CGM(F&A), APDCL, Guwahati payable at Guwahati (Assam) issued by any

scheduled/nationalized Bank of India or in the form of Bank Guarantee issued by any

scheduled/nationalized Bank of India, should be furnished by the Tenderer. Tender without Earnest

Money shall be summarily rejected.

A. If EMD is submitted in the form of Bank Guarantee (BG) then it must be valid for at least 180

days from date of opening of technical bid as mentioned in the NIT or the extended date if any.

B. Unsuccessful Bidder's EMD will be discharged / returned after award of contract to the successful

bidder and after observing due formalities.

C. Bidder shall not be entitled for any interest on EMD /Security deposit, in any case.

D. The successful Bidder's EMD will be discharged / returned after signing the Contract and

submitting the SECURITY DEPOSIT as stipulated.

E. The EMD / Bid Security Deposit shall be forfeited by APDCL in the following case:

(i) If a bidder withdraws tender during the period of bid validity as specified in the Tender.

(ii) In case of the successful tender, if the Bidder fails:

(a) To sign the Contract in accordance with terms and conditions or

(b) To furnish security deposit as specified in the bid document within stipulated time.


2.6 Prices

The prices quoted and accepted will be binding on the Bidder and valid for a period of two years

from the date of signing the contract and any increase in price will not be entertained during the

contract period.

A. Price shall be quoted in the prescribed format given in Price Bid Sheet.

B. Incomplete or partial quotation will not be accepted in any case

C. The Quoted Price should not be less than the Minimum Wage (MW) (As per notification of

the Labour Department, Government of Assam time to time)

D. The bidder has to furnish the “Analysis” of their quote rates which should reflect the

components like minimum wages, bonus, PF, and other(s) (if any) when asked for. If the

analysis / rates are abnormally high or low, CGM (PP&D) APDCL will have right to reject

the same.

If at any time during the period of contract, the price of tendered items is reduced or brought down by

any Law or Act of the Central or State Government or by the Bidder himself, the Bidder shall be

morally and statutorily bound to inform CGM (PP&D) APDCL immediately about such reduction in

the contracted prices. CGM (PP&D) APDCL is empowered to reduce the rates accordingly.

2.6.1 The Technical Bid evaluation shall be done based on the following criteria

During the technical evaluation stage, each bidder shall be assigned different marks out of a total of

100 marks, as per the criteria specified below:

1. Average Annual Turnover (Any 3 consecutive Financial Years in last 5 FYs)

(Max 20 Marks)

Rs 4 Crore 10 marks

Rs 4 Crore to 7.5 Crore 15 marks

Above Rs 7.5Crore 20 marks

2. Relevant Work Experience (Max 40 Marks)

3. Number of Man Months deployed in year (FY) 2017-18 (Max 20 Marks)

500 to 1000 Man months 05 marks

1000 to 2000 Man Months 10 marks

Above 2000 Man Months 20 marks

Each Completed work/assignment of 18 months duration

[or ongoing after successful completion of continuous 18

Month as per experience certificate] and the value of each

work as in work order/LoA submitted is greater than or

equal to at least 20% of estimated cost of this tender:

10 marks


4. Quality Related Marks (Max 20 Marks)

ISO 9001 certification for quality of services 10 Marks

Or ISO 27001 - ISMS-Data information Security certification

Additionally, any other internationally accredited Quality Certification 10 Marks

Work experience will be considered only for those projects where bidders have produced

certificates from client establishing satisfactory quality of customer care service by the bidder.

A Bidder should secure mandatorily a minimum of 50 marks in Technical Evaluation in order

to be a qualified bidder for being eligible for Technical weightage and subsequently for opening

of financial bids.

2.6.2 The Financial Bid / Price Bid evaluation shall be done based on the following criteria

Price Bid Evaluation: Financial (Price) Proposals of only such firms will be opened whose offers

have been declared Technically Responsive. Financial Proposal of un-successful Bidders will n o t

be opened in any case.

For comparison of the combined Technical and Price Score of all Firms, following formula will be

used: Total Score=(TechnicalScorex0.50) + (LP/FP x 0.50)

Where LP is the lowest price offer and

FP is the price offer of the firm being evaluated.

Contract shall be awarded to the bidder with the highest Total Score.

2.6.3 Evaluation and Selection Criteria

The Technical Proposals of all the bidders scoring minimum 50 marks will be considered for

Financial Bid evaluation. The date and time of opening of Financial Bids would be intimated to all the

technically successful Bidders after the technical evaluation.

2.6.4 Security Deposit & Contract Agreement

The successful Bidder shall furnish the security deposit to APDCL within 15 days from the

date of communication of Acceptance of LoA/Work Order for an amount of 10% of the contract

value, valid up to 60 days beyond the date of completion of/service obligations

and enter into a Contract Agreement with APDCL within 30 days from the date of issue of LoA/Work

Order on a Rs.100/- non-judicial stamp paper. The cost of Stamp paper should be borne by the Bidder.

The Security Deposit should be in the form of Bank Guarantee in favour of the

“CGM(F&A), APDCL, Guwahati” payable at Guwahati from any Nationalized or Scheduled

bank.


The Security Deposit will be discharged by the APDCL and returned to the supplier within 60

days following the date of completion of the Supplier's performance obligations, under the contract.

The security deposit shall be forfeited as a compensation for any loss resulting from the

failure to perform the obligations under the contract or in the event of termination of the

contract or in any event as APDCL thinks fit and proper.

2.6.5 Right to increase or decrease the scope and scale of services

CGM (PP&D) - APDCL reserves the right to increase or decrease up to 20% of the scope and

scale of services (manpower count) to be delivered and also reserves the right to cancel or revise any

or the entire tender or part of tender without giving any reasons thereto with no cost to APDCL.

2.7 Contractor’s key areas of responsibility

2.7.1 The Contractor shall provide services at Client’s premises as per Schedule of Requirements

by APDCL during the Contractual period

2.7.2 The Contractor shall cover its personnel for personal accident and death whilst performing the

duty and the Client shall own no liability and obligation in this regard. The Contractor shall ensure

Personal Accident Insurance policy of Contract Workers from (Govt. under taking company). This

policy should take care of all liabilities of the contractor under Workmen compensation Act.

2.7.3 The Contractor shall issue identity cards / identification documents to all its employees who

will be instructed by the Contractor to display the same. The Contractor shall maintain Unique

Employee Number for his all employees.

2.7.4 In case any workman of the service provider suffers injury / damage or meets with an

accident during the discharge of duties, the entire cost of compensation should be borne by the

Contractor / Bidder and APDCL shall stand indemnified against any such claim for compensation.

The Contractor has to ensure to APDCL that all precautions are taken for safety of his employees and

equipments.

2.7.5 The Contractor will be liable for any pilferage / loss to APDCL due to acts of omission and

commission by his employees. Similarly, liability for any compensation to outsiders on account of

any act of omission and commission by the employees deployed by the contractor shall lie exclusively

with him.

2.7.6 Proper backfill and on boarding arrangement is required to be made against resources leaving

or absent from duty.


2.7.7 The contractor will be responsible for the behavior and manners of the manpower engaged by

the contractor in the Customer Care Centre during the duty hours and while they are in APDCL

premises. Contractor’s employees will maintain proper cleanliness while on duty in APDCL

premises and they will handle the equipment with due care and will not do anything to damage or

harm any property of APDCL. Contractor will be responsible for any such undesired behavior or act

of its employees.

2.7.8 The contractor shall provide adequate training to its manpower deployed in the customer care

centre on customer care service concepts, telephone etiquettes, communication skills etc. for ensuring

quality customer care service.

2.7.9 The Contractor shall completely indemnify and hold harmless APDCL and its employees

against any liability, all claims by statutory authorities, losses under various Labour Laws, statutes or

any civil or criminal laws in connection with employees deployed by him or damages sustained by it

or them by reason of any breach of contract, wrongful act or negligence by the Contractor or any of its

employees engaged in the provision of the manpower services to the Client.

2.7.10 The service provider (contractor) will be solely responsible for the deployed employees and

should ensure timely payment of salaries, allowances, bonus and other statutory benefits from service

provider’s own resources and APDCL shall in no way whatsoever be responsible for the same . The

price agreed to be paid to the contractor by APDCL is firm (Taxes as per actuals).

The payment should be made through Bank / cheque and salary slip should be issued to the

deployed employees. EPF should be deducted as per statutory norms and deposited in the EPF

account of the employees without fail .The contractor should ensure release of monthly payable

wages to the deployed employees within the 7th day of the month . The contractor should not wait for

APDCL’s payment to pay the deployed employees.

2.7.11 The Service Provider / Contractor must comply with all statutory obligations & provisions as

per law of the land and as contained in relevant Acts like, Workmen's Compensation Act 1923, the

Contract Labor (Regulation & Abolition) Act 1970, Employees Provident Funds and Miscellaneous

Provisions Act 1952, Employees’ State Insurance Act 1948, Payment of Wages Act 1936 etc. and

rules made there under for every Act.

2.7.12 The financial obligation(s) arising out of statutory obligations would be entirely on contractors

account and APDCL will not be responsible on this score for any reason whatsoever. ESI, PF,

Gratuity, Bonuses etc, shall be paid by the contractor and Client (APDCL) shall not incur any liability

or additional expenditure whatsoever for personnel deployed.


2.7.13 The service provider has to pay minimum wage in commensuration with notification of

Labour Dept., Govt. of Assam, as modified from time to time.

2.7.14 Employee State Insurance –Necessary processes related to registration of employees with ESI

authority should be started within one month after receipt of the LOA with intimation to the

concerned controlling officer.

2.7.15 Mediclaim Policy - Mediclaim policy should be purchased forthwith in non-ESI area. The

Service providers have to procure Mediclaim Insurance Policy from a Nationalized Insurance

Company in respect of each of the employees where ESI scheme are not applicable.

2.7.16 The successful bidders have to submit a list of deployed manpower indicating Name,

Father/Husband Name, Date of Birth, Communication Address, Qualification(s), Wage

particulars including statutory deductions to the Nodal Officer within one month from the

date of receipt of LOA / date of actual engagement.

2.7.17 The contactor shall be liable for any legal dispute / case/ claims that arises or may arise during

currency of the contact due to non-compliances of labour or other related laws.

2.7.18 The Contractor should obtain license under the provisions of CL (R&A) Act. In case the

license is not available as on date of issue of LoA, the contractor must obtain necessary

licenses as required under provision of the CL(R&A) Act within 3 months from the date of

issue of Letter of Award (LoA) failing which, the LoA issued/contract signed shall be

cancelled.

2.8 APDCL Support.

Except as expressly otherwise provided, the APDCL shall, at its own expense, provide the required

equipment and facilities at the location(s) where the Services are to be provided, enabling

Contractor’s employees to carry out the Services.

2.9 Termination

This Contract may be terminated by either party by giving written notice to the other if the other party

is in material breach of its obligations under this Agreement.

The Contract may be terminated forthwith by the Client by giving written notice to the

Contractor in case of breach of any of terms and conditions of the Contract by the Contractor. The

Competent Authority of the Client shall have the right to cancel the Contract without assigning any

reason thereof, and nothing will be payable by the Client in that event and the security deposit in the

form of performance Bank Guarantee shall be forfeited and encashed.

2.10 Force Majeure – Obligations of the Parties

“Force Majeure” shall mean any event beyond the control of Client or of the Contractor, as the case

may be, and which is unavoidable notwithstanding the reasonable care of the party affected, and


which could not have been prevented by exercise of reasonable skill and care and good industry

practices and shall include, without limitation, the following:

• War, hostilities, invasion, act of foreign enemy and civil war;

• Rebellion, revolution, insurrection, mutiny, conspiracy, riot, civil commotion and terrorist acts;

• Strike, sabotage, unlawful lockout, epidemics, quarantine and plague;

• Earthquake, fire, flood or cyclone, or other natural disaster

2.11 Payments

2.11.1 The Contractor shall raise invoice per month and submit the same to Client by 3rd day of every

following month.

2.11.2 The Client shall make all endeavours to make payments within 15-20 days from the date of

the receipt of correct invoice(s) along with annexure (i) Attendance Sheet from APDCL

Officer-in-Charge (ii) and ESI/EPF deposited slips (iii) monthly medical insurance paid slip

from the Contractor.

(a) In addition to the Contract payments, the Client shall pay for any additional services

required by the Client, which are not specified in the Price Schedule, the cost for which

will again be mutually decided by the Client and the Contractor.

(b) Client shall be entitled to deduct in accordance with Applicable Law, Income Tax or

withholding tax or other deductions (as the case may be), from any payments made to the

Contractor.

2.12 Penalties

a) The Contractor has to deliver the service in accordance to the service levels (SLAs)

prescribed in the Annexure B. The SLAs are measurable on monthly basis. Failure of the

contractor to meet any of the SLA would attract penalty to be deducted from the monthly

contractor cost as per the SLA. If the contractor misses more than one SLA parameter, the

contractor would be liable to pay penalties on monthly cost for each Service Level violation.

b) In case of breach of any conditions of the contract and for all types of losses caused including

excess cost due to hiring manpower services in the event of Contractor failing to provide

requisitioned number of manpower, the Client shall make deductions at double the rate of hiring

rate on pro-rata basis from the bills prepared by the Vendor or that may become due to the

Vendor under this or any other contract or from the security deposit or may be demanded from

him to be paid within seven days to the credit of the Client.


2.13 Resolution of Dispute and Arbitration.

2.13.1 In the event of any question, dispute or differences in respect of contract or terms and

conditions of the contract or interpretation of the terms and conditions or part of the terms and

conditions of the contract, the parties may mutually settle the dispute amicably.

The arbitration proceedings shall be carried out as per the Indian Arbitration and Conciliation Act,

1996.

2.13.2 Jurisdiction

All the suits arising out of the contract shall be instituted in the court of competent jurisdiction

situated in Guwahati only and not elsewhere.

3.1 Scope of Work / Job Description /Role of Customer Care Centre Supervisor

Position

Supervisor

Reports To

AGM (Data Centre), APDCL

Job

Responsibility

(Indicative only

and not restricted

to)

1. To submit ‘shift-wise’ ‘Call handling and complaint resolution reports’ on a

daily basis.

2. To ensure that the CCC agents maintain services as per SLAs defined.

3. Provide Coaching & Feedback to the agents to enhance their performance.

4. Keep the agents updated on new process changes/updates, improvement initiatives

undertaken by APDCL.

5. To escalate the quality issues beyond control to the APDCL authorities and provide

reports as and when asked for by APDCL.

6. Manage and attend minor issues related to CCC IT infrastructure like network

connectivity, configuration of network equipments and connectivity to new desktops

and users etc.

7. To identify training needs & ensure that trainings are carried out to meet the quality

service requirements of the CCC.

8. To evaluate agent’s performance periodically and take corrective steps wherever

required and to submit such reports to APDCL authorities .

9. To Monitor activities of the agents and ensure that agents do not cause any damage to

any equipment or infrastructure.

11. To Maintain discipline and punctuality and ensure the same by the agents.

Educational

Requirements

Graduate degree or equivalent qualification in any Stream.

Experience

Requirements

2 to 4 years of relevant industry experience in Customer Care or similar profile in

helpdesk environments

Soft Skills

(Indicative only

and not restricted

to)

- Must be able to maintain highest level of courtesy and professionalism

- Assamese speaking is a MUST , must also be able to communicate in English and

Hindi

- Must have excellent Leadership skills with ability to provide customer centric focus

and support

- Must have Conflict Resolution & Analytical skills along with excellent People

Management Skills .


3.2 Scope of Work / Job Description of Customer Care Centre Agent.

Position

Customer Care Centre Agent

Reports To

CCC Supervisor

Job

Responsibility (Indicative only

and not restricted

to other duties may

also be assigned

from time to time)

(i) MUST DEAL WITH THE CONSUMER /PUBLIC COMPLAINTS &

QUERIES WITH UTMOST CIVILITY

(ii) COMPLAINTS FOR UNSATISFACTORY CUSTOMER CARE

SERVICES OR IMPOLITE BEHAVIOUR BY THE AGENTS WILL BE

TAKEN VERY SERIOUSLY BY APDCL.

(iii) Must be able to accurately identify the problem/ issue faced by APDCL’s

Consumer/ or members of the public in general and propose a quick & effective

resolution.

(iv) Must accurately document notes and information within the IT ticketing tool.

(v) Must maintain strict discipline

(vi) Must maintain proper care while handling the equipments and do not cause any

damage to any equipment or infrastructure.

Summary of activities listed at Sl 3.3

Educational

Requirements

Graduate degree or equivalent qualification in any Stream.

Experience

Requirements

1 to 2 years of relevant industry experience in Customer Care or similar profile in

helpdesk environments

Soft Skills

(Indicative only

and not restricted

to)

- MUST MAINTAIN THE HIGHEST STANDARDS OF COURTESY AND

PROFESSIONALISM WHILE RESPONDING TO A PHONE-CALL.

- Assamese speaking is a MUST , must also be able to fluently communicate in

English, Hindi

- Must have Excellent oral and written communication skills

[NB: (i) If deemed fit APDCL may assist the contractor/service provider in imparting training to

agents on soft-skills like how to deal with callers , provide an insight into APDCL business

processes , Grievance Redressal Mechanisms , new initiatives/projects undertaken by APDCL.

(ii) APDCL may conduct reviews/assessments with Customer Care Agents as and when

required]

3.3 SUMMARY OF ACTIVITIES OF THE CUSTOMER CARE AGENTS.

(The activities enumerated below are only indicative and may be revised as per need and

design at the discretion of APDCL)

(i) Manning of Central Customer Care Centre at Data Centre Complex, Guwahati: (40- Seat

arrangement). This would be operated 24 X 7 and whenever a caller (consumer or general

public) call a designated phone number, the call would land in the Central Customer Care

Centre (equipped with 2x30 channels PRI Phone links), , currently the IVRS facility is on hold

and under review)

(ii) The Customer Care Agent on receiving the call shall ask consumer’s telephone number and

update it in the database server (after confirmation of the same from the consumer). If any

discrepancy regarding consumer’s address or any other details is noticed, that shall also be

recorded for appropriate action by the concerned sub-division.


(iii) The Customer Care Agent will ask the consumer to register his Mobile Number (RMN) or

Land Line Number (RLLN) in case not already done so/not available in the system. This

registered number shall be used to identify the consumer’s details if the consumer uses his

registered mobile / land line number to lodge the complaint in future.

(iv) If it’s a complaint related to breakdown of service or any other complaint the caller (consumer)

can talk to any available Customer Care Centre Agent (the voice communication would be

recorded). The Agent would (with the help of the CCC software) register the complaint and

generate a docket number. The caller (consumer) would be informed about the ‘docket

number’ for reference, this number would also be sent by SMS to the caller (consumer) . The

status of the complaint can be tracked and retrieved centrally by all concerned.

(v) The Customer Care Agent will forward the complaint(s) of the consumer with details to the

respective APDCL Sub-division engineer through phone/SMS. Such transmitted information

will include of Name of complainant ,Consumer service number, address of consumer, type of

complaint, landmark etc .

(vi) Complaints Status Tracking

The call centre executive will track the status of no current complaints every 15 minutes. The

tracking of other complaints shall be as per SLA decided at the time of order.

The personnel manning the Central Customer Care Centre can check the tagged complaints in

their desktop consoles and then transfer the information to local maintenance crew by SMS and

also Phone call . After the complaint is attended to and on being informed by the maintenance

crew that the complaint has been attended to, the Customer Care Agents either by a process of

randomization ( or as advised by APDCL) call the complainant back by phone to confirm that

the problem has actually been resolved , on being satisfied ,the complaint can then be closed by

the personnel manning the centre by entering the relevant details on the Agent Interface

Software. This information would be updated in the CRM system . An SMS would be sent to

the complainant detailing that the complaint has been resolved.

(vii) Reporting

There will be two types:

(1) Web based information, which can be generated through the APDCL IT system, to view the

status of call centre including person available, received complaints, sub-division wise

pending complaints with time of pendency and any other query based report.

(2) The other types of reports are to be submitted in softcopies daily, weekly and monthly

basis. Also, manpower vendor has to make arrangements such that reports in hard copies

shall be submitted in the format specified by APDCL as and when required.


(viii) All the activities including performance of the agents deployed CCC shall be monitored in near

real time. Overall performance report of the Central Customer Care Centre includes total

number of call in a particular Day/Week/ Month, the Average wait time, the Oldest call

waiting, Average Speed to answer, Number of Complaints Registered, Total Complaints

Closed, Reason for open Complaints(If any) etc. These reports may be used to analyze trends,

establish performance benchmarks.

(ix) The CCC Executive/Supervisor shall also be required to refer to some relevant websites

maintained by Central/State Government agencies as well as other popular and reliable

websites to answer some of the queries like availability of power, Schedule of power cuts,

frequency of the Grid Failure, etc. Power Distribution Projects undertaken by APDCL.

(x) The persons manning the Customer Care Centre shall have to update themselves about

the relevant activities/services of APDCL for which they shall be briefed by APDCL

officials from time-to- time.


Annexure A:(Manpower Requirements – Sizing)

Manpower requirement for Centralized Customer Care Centre

SN Role

No. of

persons per

shift

No. of

shifts

No. of

manpower for

roll-over roster

Total Manpower

I II III IV V=(II)x(III)+(IV)

1 Supervisor 1 3 1 4

2

Customer

Care Centre

Agent

40 3 40 160

Total head count 164

Annexure B: (Service Levels)

Service Levels for ensuring a high quality and efficient customer care operations

Service levels for Customer Care Centre

SN PARAMETER

TOLERANCE

LIMIT

PENALTY BEYOND TOLERANCE LIMIT

1

Maximum number of

unanswered calls in a

month.

≤ 5%

• 20% of total monthly charges payable for abandoned calls

more than 9%.

• 10% of total monthly charges payable for abandoned calls

more than 7% up to 9%

• 5 % of total monthly charges payable for abandoned calls

more than 5% up to 7%

2

Average talk time

per agent per call in

a month

≤ 300 seconds

• 20% of total monthly charges for average handling time

more than 420 seconds

• 10% of total monthly charges for average handling time

more than 360 seconds up to 420 seconds

• 5 % of total monthly charges for average handling time

more than 300 seconds up to 360 seconds

3

Average speed to

answer calls in a

month)

≤ 60 seconds

• 20% of total monthly charges for average speed more than

90 seconds

•

• 10% of total monthly charges for average speed more than

75 seconds up to 90 seconds

• 5 % of total monthly charges for average speed more than

60 seconds up to 75 seconds

4. Less Attendance per

dedicated shift

NO

TOLERANCE

0.2 % of the total monthly charges payable to the agency

for each absentee per shift as penalty for no attendance.


Annexure C: (Tender Form)

To

The Chief General Manager (PP & D)

Assam Power Distribution Company Limited

6th Floor Bijulee Bhawan, Paltan Bazar, Guwahati - 781001

Dear Sir

Having examined the tender document, the receipt of which is hereby acknowledged, we, the

undersigned, offer to run Customer Contact Centre operations under the above-named Contract in full

conformity with the said tender document and our financial offer in the Price schedule which is made

part of this tender.

We undertake, if our tender is accepted, to deliver the goods in accordance with the delivery schedule

specified in the tender document.

If our tender is accepted, we undertake to submit the security deposit in the form, in the amounts, and

within the times specified in the tender document.

We agree to abide by this tender, for the Tender Validity Period specified in the tender document and

it shall remain binding upon us and may be accepted by you at any time before the expiration of that

period.

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

Signed: ______________________________

Date: ________________________________

In the capacity of ____________________________________

Duly authorized to sign this bid for and on behalf of _____________________

Signature & stamp of Bidder

Note: This form must be signed & Stamped in original to be submitted to this office along with

Tender fee + EMD + 1 affidavit on or before close of download of tender.

Annexure D:(Annual Turnover Statement)

ANNUAL TURN OVER STATEMENT FOR THREE YEARS

The Annual Turnover of M/s __________________________________________________ in three

consecutive financial years in last five financial years are given below and certified that the statement

is true and correct.

S. No. Year Turnover in Crores

1

2

3

Date:

Seal Signature of Auditor/Chartered Accountant

Name (in capital letters)


Annexure E: (DECLARATION)

(The company will provide Affidavit / declaration on non-judicial stamp paper of Rs. 100/-)

DECLARATION

I / We hereby submit that the information submitted hereby are correct and to the best of my / our

knowledge and belief. My / Our Agency / Organization / Company has not been debarred by any

Government department / Public Sector Undertakings (PSUs) for handling recruitment process in last

3 (three) years. In case of any information / documents found to be false, fake or incorrect, APDCL is

free to take action against my / our Agency / Organization / Company as deemed fit by them.

I / We, ………………………………………………….do also hereby declare that I / we are not

engaged in any activity, which conflicts directly or indirectly with the proposed assignment. I / We

further declare that during the currency of the contract, I / We will not engage in any such conflicting

activity.

(Signature of authorised person with seal)


Annexure F : (Price Schedule)

<<To be submitted on the letterhead of the bidder>>

Managed CCC Operations Service (24 x 7) at Central Customer Care Centre in Guwahati

SN

Ro

le

Qu

anti

ty o

f

Man

po

wer

*U

nit

Rat

e fo

r

Man

po

wer

Res

ou

rce

per

Mo

nth

(Rs)

GS

T

(Rs)

(__

_%

)**

To

tal

cost

of

man

po

wer

per

mo

nth

(in

clu

din

g

GS

T)

(Rs)

To

tal

cost

of

man

po

wer

per

yea

r (i

ncl

ud

ing

GS

T)

(Rs)

To

tal

cost

of

man

po

wer

fo

r

2 y

ears

(in

clu

din

g

GS

T)

(Rs)

(X

)

1 Supervisor 4

2

Customer

Care

Centre

Agent

160

Total Cost (Rs)

THE TOTAL COST (X) SHALL BE CONSIDERED FOR FINANCIAL (PRICE) EVALUATION.

* The Unit Cost of Services of providing Manpower Resources shall be inclusive of all

contributions of the bidder (ESI, PF, Gratuity, Bonus, Medical allowances, Medical Insurances,

Substitutes and other statutory allowances) towards the manpower resource(s) whose services are

provided, however it shall be exclusive of GST.

** Statutory Taxes will be paid as per actuals.

Annexure G: Documents to be submitted

Following documents to be submitted in original to this office on or before the last date of

submission of bid.

S. No. Documents Submitted

1 Annexure C (Tender Form) duly signed & stamped

2 Tender Fee

3 E M D

4 Affidavit on non-judicial stamp paper of Rs. 100/- regarding the firm has not been

found guilty of malpractice, misconduct, or blacklisted/debarred either by APDCL,

Govt. of Assam, or by any local authority and other State Government/Central

Government's organizations in the past three years.