RFP Template - ՎիվաՍել-ՄՏՍ | Բջջային կապ, ինտերնետ ... · Web viewThe full replacing of the existing Call Center systems is possible; in such case at least

Documentation on Open RFP

June 01, 2011

Purchasing documentation on

Open Request for Proposals for Contract Awarding to Provide Upgrade or Swap of Contact Center systems to

“K-Telecom” CJSC

Yerevan2011

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June 01, 2011

Contents

Company Profile...................................................................................................................3

1.General Provisions.........................................................................................................4

1.1. General information on Request for Proposals..........................................................4

1.2. Legal status of procedures and documents...............................................................4

1.3. Appeal........................................................................................................................5

1.4. Other provisions.........................................................................................................6

2.Subject of RFP.................................................................................................................7

2.1. The subject of RFP is as follows:...............................................................................7

3.Order of execution of Request for Proposals.............................................................10

3.1. Preparation of Proposals.........................................................................................10

3.2. Requirements to Applicants. Approval of compliance with the presented requirements............................................................................................................12

3.3. Submission and acceptance of Proposals...............................................................14

3.4. Amendment and call back of Proposals...................................................................15

3.5. Evaluation of Proposals...........................................................................................16

3.6. Decision-making......................................................................................................19

3.7. Agreement conclusion.............................................................................................19

3.8. Rights of the Applicant that provided the best offer for RFP....................................20

3.9. Notification of Applicants about the results of Request for Proposals......................20

4.Samples of standard forms of documents, included in the Annex..........................21

4.1. Letter about offer submission (Form 1)....................................................................21

4.2. Technical/Commercial Proposal on provision of works, goods or services (Form 2).................................................................................................................................23

Applicant’s Questionnaire (Form 3)................................................................................24

Applicant’s Work History Reference List (Form 4)..........................................................26

Technical Specification (Annex 3)..................................................................................27

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Company Profile

“K-Telecom” CJSC (VivaCell-MTS), is Armenia’s leading mobile operator with over 2

million subscribers. Starting its activity on July 1, 2005, VivaCell-MTS spearheaded the

development of the telecommunication sector in Armenia, offered innovative mobile voice

and data products and services, and tailored solutions for different market segments. On

September 14, 2007, the Company became the subsidiary of “Mobile TeleSystems” OJSC

(MTS), one of the world’s largest multinational mobile operators.

VivaCell-MTS has become the choice of remote mountainous villagers, housewives,

youth, middle-class, as well as travelling business people. VivaCell-MTS also paved the

way and leads the partnership with the society through its Corporate Responsibility:

everywhere hand in hand with all Armenians in social, cultural, health, sports, educational

and humanitarian activities.

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1. General Provisions

1.1.General information on Request for Proposals

1.1.1. “K-Telecom” CJSC (legal address: 4/1 Argishti str., Yerevan, Armenia),

(hereinafter referred to as the Organizer), with the public notification posted on its

website at www.mts.am/procurement on conducting Open Request for Proposals,

has invited Companies specialized in production and implementation of Contact

Center systems (hereinafter referred to as the Applicants) for submission of

Proposals with the right to conclude agreement on Upgrade or Swap of Contact

Center systems with “K-Telecom” CJSC in the Year 2011.

1.1.2. For further information, please apply to the Organizer

Contact person: Robert DashyanPurchasing SpecialistAdministration Services DepartmentPurchasing Unit“K-Telecom” CJSC (VivaCell-MTS)4/1 Argishti StreetYerevan 0015, ArmeniaTel.: +374 93 298568Fax: +374 93 298541E-mail: [email protected]

1.1.3. The complete information on participation in open purchasing process is

posted on the Organizer’s website at www.mts.am/procurement.

1.1.4. The procedures as well as instructions on participation and preparation of

Proposals for open purchasing process are provided in the Section 4.

1.1.5. No fee is foreseen for provision of RFP Documentation.

1.2.Legal status of procedures and documents

1.2.1. The Open Request for Proposals (RFP) is not a tender and the given

procedure of Open RFP is also not considered as a public tender. It is a collection

of respective offers available in the market, as a result of which the best offer might

be accepted. The process of the Request for Proposals is not regulated by the

Articles 463-465, 1043-1044 of RA Civil Code and Law “On Public Auctions”.

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http://www.mts.am/procurement

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June 01, 2011

1.2.2. Publication of RFP in compliance with point 1.1.1. with its indispensable

annexes is the invitation to submit Proposals and must be considered by the

Applicants as such.

1.2.3. Applicant’s Proposal has legal status of offer, which should include all the

essential terms of the given contract and shall be considered by the Organizer in

compliance with this Document. The Organizer reserves the right to determine

Applicants’ Proposals, as firm offers, which are not subject to further changes

except for the cases foreseen by this Document.

1.2.4. The Agreement concluded on the basis of RFP Process results, stipulates all

agreements reached by the Parties.

1.2.5. In the course of determination of Agreement terms with the Applicant that

submitted the best offer the following documents are used with the strict order of the

indicated hierarchy (in case of their controversy):

a) Notification about conducting Open RFP and this Documentation on Open

RFP for all the executed stages including all the addenda and

clarifications;

b) Applicant’s Proposal with all the attachments and clarifications in

compliance with Requirements of the Organizer.

1.2.6. Other documents of the Organizer and the Applicants do not define the

rights and obligations of the parties with regard to the current Open RFP.

1.2.7. In all other cases, which are not regulated by the Notification about

conducting the Open RFP and current Documentation on Open RFP, parties are

governed by the legislation of the Republic of Armenia (RA).

1.2.8. Upon the authority of submitting Proposal and in case of waving the right to

call them back according to the procedure stipulated by the given Document and

RFP, the Applicants shall agree with the procedures and provisions prescribed by

the given Document and RFP.

1.3.Appeal

1.3.1. All disputes and disagreements, arising as a result of conducting the RFP,

including the one, concerning execution of obligations by Organizer and Applicants,

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should be resolved through negotiations. When one of the parties receives a claim,

it shall send the response to the other party within 10 working days from the

moment of its receipt. In case disputes are not regulated after 30 days of their

commencement, they should be regulated according to the rules and procedures of

RA legislation.

1.4.Other provisions

1.4.1. The Applicants independently incur the expenses with regard to the

preparation and submission of the Proposal, whereas the Organizer is not

responsible for those expenses and has no obligations regardless of the course and

results of the purchasing process.

1.4.2. The Organizer provides reasonable confidentiality regarding all the

information received from the Applicants, including the one described in the

Proposal. This information may be provided to other Applicants or to a Third Party

only in cases directly stipulated by the existing legislation of RA or the given RFP

Documentation.

1.4.3. The Organizer reserves the right to reject the Proposal if he/she ascertains

that the Applicant expressly or by implication gave, agreed to give or offered the

Organizer’s employee reward in any form: job, service, any value as a stimulus that

can influence the decision-making to define the best offer.

1.4.4. The Organizer has the right to reject the Proposals of the Applicants, which

came to an agreement with each other on the determination of best offer or for the

purpose of having impact on that process.

1.4.5. The Organizer reserves the right to cancel the purchasing process on

conducting an Open RFP at least 3 days prior to the closing date of this Open RFP

(as specified in item 3.3.4.), respectively notifying about it the Applicants via posting

of this information on www.mts.am/procurement webpage. The Organizer bears no

responsibility for the expenses incurred by the Applicants or Third Parties as a

result of such cancellation.

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2. Subject of RFP

2.1.The subject of RFP is as follows:Upgrade the existing “Nortel Network” contact center systems to higher version that

will be fully based on SIP functional level. The full replacing of the existing Call

Center systems is possible; in such case at least same as the Avaya AURA System

Manager functionality should be provided. Technical support on the proposed

contact center and Teleopti WFM CCC7 equipment and applications should be

provided.

Any proposal of swapping the Nortel/Avaya is acceptable provided it has

competitive pricing and lower TCO than the current contact center.

For detailed technical specification please refer to Annex 3.

2.1.1. Technical part

Solution should support at least 270 incoming and 30 outgoing simultaneous lines, and possibility to expand as much as allowing equipment performance

Solution should support SIP in all connection channels between all nodes Should be integrated with all interacting systems such as MSC, VAS services

systems and Teleopti WFM Should support of 70 agents simultaneous online workplaces, included possibility

to choose software phone instead of hardware where/when it is needed, should have the possibility to expand the quantity of workplaces as much as the equipment performance will allow;

All nodes should be redundant, to assure in the whole system absence of any critical single point of failure;

Connection interfaces should support FO for the interconnection for at least 5 km distance by at least 1Gbps speed;

Redundant nodes should be installed on the geographically remote side; Backup/Restore procedure for all systems should be provided (it can be defined

procedure) Should have full monitoring tools needed for Contact Center functionality,

included wallboards, online monitoring of all actions of agents such as, calls queue detailed online monitoring, agents monitoring by statuses and all functionalities of Contact Center;

Should have the comprehensive, flexible and customizable reporting system for taking all possible types of reports for Call Center systems and agents functionality for any period of time;

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Solution should have the IVR, which will have the programming environment/interface to develop any type of services by scripting, supporting ODBC connections to be able to communicate with MS SQL, Oracle, MySQL and other DB’s and which will have voice recording functionality;

Should support SOAP over HTTP to integrate with other BSS systems Should have the possibility to integrate with Teleopti Workforce Management

system or should provide self own workforce management system; For the provided system onsite full training should be provided to the

administrators and users of the system; Advanced trainings should exist for further developing of the systems

administrator’s skills including but not limited the administration and development areas trainings; These include: Avaya Session Initiation Protocol (SIP) Avaya Communication Manager - Basic System Administration Avaya Communication Manager - Advanced System Administration Advanced Maintenance and Operation Avaya Communication Manager for Integration and Software Development

Should provide tentative project implementation plan; Technical support should be provided for all the systems including hardware and

software; 24 x 7 support on existed equipment and applications for minimum1 year;

The presence of online ticketing system is mandatory; The bidder should be the partner/integrator of the proposed system vendor and

have appropriate expertise level proved by appropriate certificates and certified professional staff;

The service provider for Nortel/Avaya systems should meet to the following requirements: Shall be Nortel / Avaya partner Perform onsite training/consultation of VivaCell-MTS administrators Should have at least one certified engineer in each of the following

technologist: Contact center

o NCSS - Nortel Contact Center Manager Installation & Configuration

o NCSS - Nortel Contact Center Administration & Scripting o NCSS - Nortel Contact Center Technical Support

CS 1000o NCDE - Communication Server 1000 Advanced Engineeringo NCDS - Communication Server 1000 Network Designo NCSS-Communication Server 1000 Database Administrationo NCSS-Communication Server 1000 Installation & Commissioning

Nortel Communication Control

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o Nortel Communication Control Toolkit Implementation Teleopti CCC7 certification is optional.

Copy of certification company and individual Maintenance and installation of available patches/releases for the applications

and equipment. Provide monitoring, alerting solutions for applications and equipment. To have a lab environment for testing new patches before applying to the

production system The vendor must have experience in providing services and product support of

other or Nortel/Avaya at least three (3) years.

SLA for Contact Center SupportSLA table

Service ItemSLA

Availability LatencyTime

Restoration/Workaround Resolution

Support

Ticket system

7 x 24

NAHelp desk NA

Emergency10min 2 hours 24 hoursRecovery

AssistanceCriticalMajor 20min 6 hours 48 hoursMinor 5 x 8 60min 48 hours 300 hours

Health Check 4 times per year

2.1.2. Commercial part

Applicant registered in Republic of Armenia (RA) shall submit proposals in AMD, VAT excluded.

Applicant registered outside of RA shall specify price in USD (DAT, Yerevan, Zvartnots).

Applicant shall provide clear commercial information about possible after sale service or further maintenance

Applicant shall clearly mention payment terms which will be agreed before contract conclusion after final negotiations.

Applicant shall provide clear information about the warranty period for the provided equipment.

2.2. The Applicants’ Proposals should be elaborated in accordance with Forms in

Section 4.

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3. Order of execution of Request for Proposals

3.1.Preparation of Proposals

3.1.1. General requirements to Proposal

The Applicant who wishes to respond to the RFP must prepare a Proposal,

which shall include:

3.1.1.1. Letter about offer submission in the form and according to

instructions, stipulated in this Documentation (Form № 1 );

3.1.1.2. Technical/Commercial Proposal for provision of goods, works or

services in the form and in accordance with instructions, stipulated

in this RFP (Form № 2);

3.1.1.3. Price proposal in accordance with instructions indicated in this

RFP;

3.1.1.4. The draft Agreement in accordance with instructions stipulated in

this RFP;

3.1.1.5. Documents, which prove the Applicant’s compliance with

requirements of this RFP (subpoint 3.2.).

3.1.2. The Applicant shall submit all documents in hard copies. The Applicant shall

also submit electronic version of the proposal to [email protected] e-mail

address after RFP submission deadline. The electronic version of the file shall be

protected by password of at least 12 characters combined of letters, numbers,

symbols etc. The password of the proposal shall be enclosed in the envelope of the

hard copy of the Proposal submitted to Organizer. The Applicant bears

responsibility for non-compliance to this request.

3.1.3. The Applicant is entitled to submit only one Proposal. In case of violation of

this rule, all Proposals of this Applicant are rejected without consideration of their

merits.

3.1.4. If there are multiple lots, the Participant prepares an individual Proposal for

each lot applied. All Proposals shall be filled in according to this purchasing

Documentation and have to be placed in different envelopes and shall be sealed

with the stamp of the Applicant. The lot numbers have to be specified on the

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envelopes. Afterwards the envelopes have to be inserted into the envelope of the

Applicant.

3.1.5. Each document, included in the Annex, should be signed by the person who,

pursuant to RA legislation, is entitled to act on behalf of the Applicant without power

of attorney, or the person duly authorized by the Applicant on the basis of notarized

power of attorney. In the second case, the original of the power of attorney shall be

fixed as an Attachment.

3.1.6. Each document, enclosed in Applicant’s Proposal, must be sealed with

Applicant’s seal.

3.1.7. Documents (sheets or informational envelopes), included in Proposal,

should be fixed or packed in a way that would prevent documents or informational

envelopes from accidental loss or replacement.

3.1.8. Applicant shall prepare one original and one copy of Proposal in each

language (if multiple languages are applied), on which the words “original” and

“copy” should respectively be indicated.

3.1.9. Neither of corrections in the Proposal text has legal force, except for the

cases, when these corrections are authorized by handwritten script “corrections are

verified” and personal signature of the authorized person is indicated next to each

correction.

3.1.10.Requirements to the language of Proposal

3.1.10.1.All the documents, included in the Proposal, should be prepared in

Armenian or English with the exception of the following:

The documents original copies of which were presented to the

Applicant by Third Parties in another language, may be presented

in the original language, with attached translation of these

documents into Armenian or English (in specially envisaged cases

the translation must be apostilled), for authentication of which the

Applicant is responsible. In case of revealing discrepancies

between the translation and the original of the document, the

Organizer makes a decision on the basis of the translation.

3.1.11.Clarification of Documentation on Request for Proposals

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3.1.11.1.Applicants are entitled to apply to the Organizer for clarification of

this RFP. The requests for clarification of RFP should be submitted

in the written form with the signature of the head of the organization

or another responsible person authorized by the Applicant.

3.1.11.2.Organizer, within reasonable period, should provide an answer to

any question received not later than 2 days prior to the deadline of

Proposal receipt (point 3.3.4.). If, in Organizer’s opinion, the given

question is of interest to all the Applicants, the answer copy

(without indication of the question source) should be announced to

all the Applicants via the same communication means used for

posting this announcement.

3.1.12.Amending Documentation on Request for Proposals

3.1.12.1.The Organizer is entitled to amend this Documentation on Request

for Proposals before the deadline for submission of the Proposals

but not later than 3 days prior to the submission deadline, except

for the cases when these amendments do not change the

significant conditions indicated in RFP.

3.1.12.2.All Applicants shall be immediately notified on the matter of such

amendments via the same communication means used for posting

this announcement.

3.1.13.Prolongation of the deadline of Proposals acceptance

3.1.13.1. If necessary, Organizer has the right to prolong the deadline of

Proposals acceptance, stipulated in subpoint 3.3.4. with notification

to all Applicants in compliance with the procedure, stipulated in

3.1.12.1.

3.2.Requirements to Applicants. Approval of compliance with the presented requirements

3.2.1. Requirements to Applicants

3.2.1.1. Any legal entity has the right to submit Proposals in accordance

with the rules and procedures prescribed in this Documentation. In

order to qualify for the best offer and for the right to conclude

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Agreement, Applicant should comply with the following

requirements at the moment of the Proposal submission in

compliance with this Documentation on Request for Proposals:

a) Work experience in the Armenian/ International market not less than 3 years;b)Ability to implement cargo handling activities (including, using special machinery);c) Organization should not be filed for bankruptcy, liquidation or reorganization; its property should not be arrested;

3.2.2. Requirements to documents, which prove the compliance of the Applicant

with the presented ones

3.2.2.1. Applicant should include in the Proposal Documentation the

following documents certifying its compliance with the above

mentioned requirements:

a) copies of constituent documents;b)copies of state and tax registration and certificates;c) reference about payment of the charter capital, signed by the organization head and chief accountant;d) reference certifying absence of court procedures in connection with liquidation or reorganization or arrest of its property signed by the head of organization;

3.2.2.2. Special requirements:

a) Reference about the Applicant's regional network (list of Applicant’s branches and agencies on the regions, with indication of their addresses and authorizations);b)Other documents, which, in Applicant’s opinion, certify his compliance with the set requirements, with the respective comments, elucidating on the purpose of submission of this documentation;c) Applicant’s Work History Reference List - the list of companies and contact persons that can provide information/reference (Form № 4).

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3.2.2.3. All the indicated documents shall be attached to the Proposal by

the Applicant.

3.2.2.4. In case, when for some reasons, Applicant cannot present the

required documents, Applicant should propose a reference

elaborated in a free form, which explains the reason why the

required document are missing, as well as gives warranties to

Organizer about Applicant’s compliance with the given

requirements.

3.3.Submission and acceptance of Proposals

3.3.1. Prior to submission, the original Proposal and its copy should be properly

sealed in the envelopes (packages, boxes, etc.). The Proposal should be enclosed

in a sealed envelope with “Original Proposal” indication. Copy of the Proposal

should be sealed in envelope, indicated with words “Copy of Proposal”. The

following information should be indicated on each envelop:

“K-Telecom” CJSC (legal address: 4/1 Argishti str., Yerevan, Armenia);

Full business name of the Applicant and its mail address;

Full name of the RFP or the lot for which the Proposal is submitted.

It is advised to submit Proposals and other related documents and envelopes made of recycled paper.

3.3.2. Sealed envelopes with the Proposal and its copy are enclosed in one

external envelope, which should be sealed as well. The following information should

be indicated on the external document:

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“K-Telecom” CJSC

4/1 Argishti str., Yerevan, Armenia

Original/Copy of the Proposal

Do not open before 17:00 o’clock (Yerevan time) 27/07/2011. It can be opened only at the Purchasing Committee meeting.

__________________________________________________________________________

(Complete name of the RFP, which the Proposal is submitted)

__________________________________________________________________________

(Number or Complete name of the Lot, which the Proposal is submitted)

______________________________________

______________________________________

(Full business name of the Applicant and its mail address)

3.3.3. Applicants should provide the delivery of their Proposals to the Organizer’s

location: “K-Telecom” CJSC (legal address: 4/1 Argishti str., Yerevan, Armenia). In

case of sending the Proposal by courier mail, it is necessary to notify the courier

service representative or courier about this order of Proposal delivery.

3.3.4. Organizer stops accepting Proposals at 17:00 o’clock (Yerevan time)

27/07/2011. Proposals, received later than the term indicated above, will be rejected

by the Organizer without consideration of their essence.

3.3.5. Organizer submits the reference to the person, who delivers the envelope,

about its receipt with indication of receipt time.

3.4.Amendment and call back of Proposals

3.4.1. The Applicant is entitled to change or call back already submitted Proposal

provided that a respective written application is received by the Organizer three

days prior to the deadline for Proposals submission (item 3.3.4.). The changing of

the Proposal is carried out in accordance with the procedure stipulated by this

Documentation on Proposal submission. The applications for changing of the

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Proposals received after the deadline, set forth by the given item, would not be

considered and the Proposals will be considered by Organizer with their initial

content.

3.4.2. In the case of change of the Proposal, the Applicant has to prepare and

submit the following documents:

Application to the Organizer with the request to change the Proposal,

which has to be provided on the letterhead of the Applicant;

List of changes to be made in the Proposal specifying the documents of

the original Proposal, which are affected by the change;

New versions of the documents that are to be changed.

3.4.3. In the case of call back of the Proposal, the Applicant has to submit a

respective request to the Organizer on the letterhead of the Applicant.

3.4.4. The request on alteration or call back of the Proposal together with all the

documents that are to be attached shall be sealed in the envelopes, executed in

accordance with the items 3.3.1. – 3.3.2. The envelope shall additionally be marked

“Alteration of the Proposal” or “Call back of the Proposal”.

3.5.Evaluation of Proposals

3.5.1. General provisions

3.5.1.1. Evaluation of Proposals is executed by the Committee created by

the Organizer and other authorized persons (Purchasing Unit,

Working Group, experts and specialists), involved by the Organizer.

3.5.1.2. Evaluation of Proposals includes screening stage, negotiations (if

necessary), and evaluation stage.

3.5.2. Screening stage

3.5.2.1. Within the framework of the screening stage the Organizer verifies:

Accuracy of Proposals elaboration and their compliance with

essential requirements of this RFP Documentation and RA

legislation;

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Compliance of Applicants with requirements of this

Documentation;

Compliance of Commercial and Technical Proposal with

requirements of this Documentation.

In case of Agreement submission, the compliance of the

Agreement provisions with the RA legislation and requirements of

the Organizer.

3.5.2.2. Within the framework of the screening stage, Organizer may

request Applicants for clarifications or additions to their Proposals,

including submission of the absent documents that do not affect the

terms of the Proposal.

3.5.2.3. During the review of Proposal execution accuracy, the Organizer

has the right to ignore minor drawbacks and mistakes, which do not

affect the essence of the Proposal, which refer to the due execution

of the Proposal. The Organizer, upon the written consent of the

Applicant, is also entitled to correct the apparent arithmetic or

grammar errors.

3.5.2.4. Based on the results of screening stage the Organizer has the right

to reject Proposals, which:

Significantly do not comply with requirements to the elaboration

of this Documentation;

Are submitted by the Applicants, that do not comply with

requirements of this Documentation;

Contain provisions, which do not essentially comply with

technical, commercial or contractual requirements of this

Documentation;

Contain obvious arithmetic and grammar errors, with corrections

of which Applicant did not agree;

Do not comply with the RFP requirements;

Do not comply with the requirements of RA legislation.

The Organizer is entitled to reject Proposal at any stage, if it becomes

evident that the Applicant had provided false data, and all Proposals, if none

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of them meets the requirements set forth in relation to the Applicants or

execution of the Proposal.

3.5.3. Conducting negotiations

3.5.3.1. After the consideration and evaluation of Proposals, the Organizer

is entitled to conduct negotiations with any Applicant on any

provision of this Proposal.

3.5.3.2. Negotiations are held in one or several stages. The succession

order of negotiations is defined by the Organizer. While conducting

negotiations, the Organizer should avoid disclosing any information

on the content of the received Proposals, as well as the process

and content of the negotiations to other Applicants, except for the

cases when such Proposals have status of public offer.

3.5.3.3. Any negotiation between the Organizer and the Applicant is

deemed to be confidential.

3.5.3.4. None of the Parties, without consent of the other Party, shall

disclose any technical, price or other marketing information, which

relates to those negotiations to any other person.

3.5.3.5. As a result of the negotiations, the Organizer may propose:

- To any Applicant, to act as a general executor and involve as a

co-executor another Applicant, or an external organization;

- To particular Applicants to join in a collective Proposal.

3.5.3.6. Each Applicant has the right to refuse this Proposal without any

consequences and participate in the further procedure of RFP

independently in case of Proposal execution prescribed by the item

3.5.3.5.

3.5.4. Evaluation stage

Within the framework of evaluation stage the Organizer evaluates and

compares Proposals (the evaluation of each lot is conducted separately, if

there are multiple lots), and ranges them according to the degree of

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preference for Organizer, on the basis of the Financial-Commercial (80.0%)

and Technical Criteria (20.0%).

3.6.Decision-making

3.6.1. At the closed executive session the Tender Committee established for RFP

processes makes a decision on conducting additional stages, or on determination of

the best offer and Agreement conclusion, or about closing the given procedure of

RFP without determination of any Winner, if none of the Applicants meets the

requirements of this procedure and/or RA legislation.

3.6.2. In case, the Proposal of any of Applicants appears significantly better than

other Applicants’ Proposals, and this Proposal completely complies with the

Organizer’s requirements, Organizer determines this Applicant as the best offer

provider and signs an Agreement with this Applicant.

3.6.3. If, in the opinion of the Tender Committee, no opportunities for improvement

of Applicants’ Proposals are envisaged and conducting further stages is pointless,

the Tender Committee is entitled to make a decision about closing the RFP

procedure.

3.6.4. Decision of the Tender Committee is documented by the Protocol based on

the minutes of the Tender Committee Session.

3.7.Agreement conclusion

3.7.1. Agreement between Organizer and Applicant that provided best offer is

concluded within 30 days after the end of RFP procedures and the execution of the

Protocol on its results, or within other time limits defined in RFP or within the period

specified by the Organizer.

3.7.2. Terms of Agreement are defined in accordance with RFP and requirements

set forth by legislation.

3.8.Rights of the Applicant that provided the best offer for RFP

3.8.1. The Applicant that provided the best offer of the RFP process is granted with

the right to conclude agreements for provision of works, goods or services specified

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in the lots (Section 2). The agreements for provision of works, goods or services are

concluded for the period of 1 (one) year or other timeline agreed by both parties

with extension possibility, within the terms stipulated by the Organizer or the given

Documentation.

3.8.2. The Applicant that provided the best offer before the date of conclusion of

agreement on provision of specified works, goods, or services has to submit to the

Organizer a confirmation letter of contract conclusion.

3.8.3. In the case the Applicant that provided the best offer due to whatever reason

refuses to conclude the contract, he forfeits his right and is obliged to reimburse the

damages caused to the Organizer as a result of avoiding the Agreement conclusion.

In case all Applicants that provided the best offer refuse to conclude the contracts,

the Organizer may repeat RFP procedure within 45 days or cancel the RFP

procedure.

3.9.Notification of Applicants about the results of Request for Proposals

3.9.1. Organizer within five working days following the determination of the best

offer publishes the information about RFP results on its website which indicates:

a) Title of the Applicant that provided the best offer;

b) Brief description of the subject, place, date and number of protocol of the

Tender Committee.

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June 01, 2011

4. Samples of standard forms of documents, included in the Annex

4.1.Letter about offer submission (Form 1)

4.1.1. Form of letter about offer submission

B e g i n n i n g o f f o r m

«_____»_______________№________________________

Dear Sirs!

Having studied the Notification on holding the Request for Proposals processes, which has

been published in K-Telecom CJSC website at www.mts.am/procurement on dd/mm/yyyy

and Documentation on the Request for Proposals on Provision of Upgrade or Swap of

Contact Center systems, and accepting the requirements of Request for Proposals

stipulated by them,

_______________________________________________________________________,(Applicant’s full name with indication of organizational-legal form)

Registered at

_______________________________________________________________________,(Applicant’s legal address)

Wishes to participate in the RFP process with a Proposal to conclude an Agreement on provision the following works, goods or services:

________________________________________________________________________(Brief description)

In accordance with Technical/Commercial Proposal, Schedule on provision the works, goods or services, Cost Estimate, which are the integral parts of this letter and which jointly with this letter constitute the Proposal for the total amount of

For organizations registered in RA:

Bottom-line price of Proposal in AMD, excluding VAT

________________________________(Bottom-line price of Proposal in AMD, excluding VAT)

For organizations registered outside RA:

Price for product/service ________________________________Taxes if applied ________________________________Costs for delivery and other costs if available ________________________________

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June 01, 2011

Discounts, if applied ________________________________Total price in USD ________________________________

This Proposal has legal status of offer and is valid at least 3 months from the date of its submission.

This Proposal is complimented with the following documents, including the integral annexes:

1. Technical/Commercial Proposal for provision of works, goods and services (Form 2)- on ____ sheets;

2. The draft Agreement - on ____ sheets;3. Documents, which prove Applicant’s compliance with the established

requirements - on____ sheets;4. Password of the electronic version of the documents submitted.

____________________________________(Signature, stamp)

____________________________________(Full name and position of the Signatory)

E n d o f f o r m

4.1.2. Instructions for filling in the form:

The letter should be executed on Applicant’s official letterhead form. The date and number

should be indicated by the Applicant in the letter in accordance with the rules of document

flow established in its organization.

Applicant should indicate its full title (with indication of organizational-legal form) and legal

address.

Applicant should indicate the cost on provision of the works, goods or services in figures

and words, in AMD VAT excluded (Applicants registered in RA) and US dollars (Applicants

registered outside of the RA).

The letter should be signed and sealed according to requirements of subpoints 3.1.5.

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June 01, 2011

4.2.Technical/Commercial Proposal on provision of works, goods or services (Form 2)

4.2.1. Form of Technical/Commercial Proposal on provision of the works, goods or

services (Form 2)


Annex 1 to the letter about offer submissiondated “____”_____________ city, №__________

Technical/Commercial Proposal on provision of the works, goods or services

Applicant’s title and address: _________________________________

(Here Applicant in free form describes its Technical/Commercial Proposal on provision of the works, goods or services in accordance with requirements of Section 2)

____________________________________(Signature, seal)

____________________________________(Full name and position of the Signatory)

E n d o f f o r m


Date and number of Proposal should be indicated by the Applicant in accordance with the

letter about offer submission. Applicant indicates its business name (including

organizational-legal form) and its address.

Technical/Commercial Proposal describes all points of Section 2. Applicant has the right to

indicate, that it agrees with the draft Technical specification, indicated in Section 2.

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June 01, 2011

Applicant’s Questionnaire (Form 3)

4.2.3. Applicant’s Questionnaire form


Attachment 2 to the letter about offer submissiondated “____”_____________ city, №__________

Questionnaire for Applicants

Applicant’s title and address _________________________________

№ Title Applicant information1. Applicant’s organizational-legal form and

business name 2. Founders and Shareholders (specify the

names and the organizational-legal form or the full name of all the shareholders whose share in charter capital exceeds 10%)

3. Certificate of registration in the Uniform State Register of Legal Entities(date and number, issued by)

4. Applicant’s tax code5. Legal address6. Postal address7. Branches: name all the branches and their

e-mail addresses8. Bank details (name and address of the

bank, number of the Applicant’s bank account, bank telephones, other bank details)

9. Applicant’s phone numbers(with the indication of the city code)

10. Applicant’s fax number(with the indication of the city code)

11. Applicant’s e-mail address

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http://www.multitran.ru/c/m.exe?t=3880901_1_2

http://www.multitran.ru/c/m.exe?t=3880901_1_2


June 01, 2011

№ Title Applicant information12. Full name of the Applicant’s head who is

entitled to sign pursuant to the Applicant’s constituent document, with the indication of the position and contact telephone

13. Full name of the Applicant’s Chief Accountant

14. Full name of the Applicant’s responsible person with the indication of the position and contact telephone

____________________________________(Signature, stamp)

____________________________________(Full name, position of the signatory)

E n d o f f o r m


Date and number of Proposal are indicated by the Applicant in accordance with the letter

about offer submission.

Applicant indicates its business name (including its organizational-legal form) and address.

Applicants must fill in the above mentioned table in all positions. In case of absence of any

data, indicate the word “none”.

In row 8 “Bank details…” are indicated the details, which will be used during Agreement conclusion.

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June 01, 2011

Applicant’s Work History Reference List (Form 4)

4.2.5. Applicant’s Work History Reference List


Attachment 3 to the letter about offer submissiondated “____”_____________ city, №__________

Reference List

Applicant’s title and address _________________________________

Work History Reference Table

N Company Name

Project Name/Type

Project Start Date

Project End Date

Contact Person Name

& Phone Number

1 2 3 4 5 6 7 8 9

____________________________________(Signature, stamp)

____________________________________(Full name, position of the signatory)

E n d o f f o r m

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June 01, 2011

Technical Specification (Annex 3)Technical specifications below are presented for the upgrade from our existing Nortel

systems to the Avaya, in case of other systems proposals technical specifications can be

provided by applicant according to our requirements descried in the technical part.

1. Avaya Aura CS1000 R7.5 SIP Telephony SystemAvaya AURA System ManagerUpgrade CS1000E to R7.5

2. Avaya Aura Contact Center 6Contact Center Upgrade to AACC6 SIP BasedMultimedia Option for AACC6Contact Center Agents ExpansionEnabling Agents for MM & OutboundIntegration with OCS for Call Center AgentsContact Center Agents MultiplicityIM for Agents

3. Contact Recording and Quality Monitoring R7Upgrade of Contact Recording and Quality Monitoring to R7

4. Redundancy for all systems of Contact Center5. IVR SIP Enablement for Expansion

Avaya AURA SIP connection to MSC & IVRExpansion 30 SIP ports for connection to MSC & IVR

6. Avaya Services Software Support for CS1000 & AACC67. MPS500 IVR Upgrade to R3.5

IVR 1 Upgrade to R3.5IVR 1 Expansion SIP portsIVR 1 SIP Server (1 per AP Win)IVR 2 Upgrade to R3.5IVR 3 (Spare) Upgrade to R3.5

Implementation and Trainings

1. Implementation, integration (MSC, VAS services, Teleopti and other interacting systems), adaptation, fine tuning works.

2. Onsite trainings to administrators, software developers and end-users 3. Advanced trainings possibility should exist for further developing of the

systems administrator’s skills including but not limited the administration and development areas trainings

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