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Scanned Image SELECTION OF AGENCY FOR ESTABLISHING, OPERATING AND MAINTAINING DISTRICT NODAL CALL CENTRE, DISTRICT ANUPPUR Notice inviting Tender (NIT) Office of DeGS, District ANUPPUR District ANUPPUR Department of Public Service Management Pin Code -484224 Bid No: - DCC/ANUPPUR/2021/01/2629 Date: 15/06/2021 Request for Proposal (RFP)for "Selection of Agency for Establishing, Operating and Maintaining DISTRICT NODAL CALL CENTRE at Office of DeGS, District ANUPPUR" Online Tenders are invited from reputed Agencies based in India for providing manpower with IT equipment mentioned in this RFP for Establishing, Operating and Maintaining DISTRICT NODAL CALL CENTRE for Office of DeGs, District ANUPPUR The bids will be received up to the date & time indicated below. The online tenders will be opened in the office of the undersigned as mentioned time schedule (key date). Tender Name of the Tender EMD (IN Last date Due date Of Specification Work Services Fees (In INR) for bid opening of No INR) submission tender online from 15:00 Hrs. Selection of Agency for 500/- 50,000/- 05/07/2021 06/07/2021 Establishing, Operating and Maintaining DISTRICT CALL CENTRE at Office of DeGS, District ANUPPUR * For updated / extended due dates for opening of tender please refer to the key dates and https: //mptenders.gov.in Portal The Client reserves the right to reject any or all the tenders or accept any tender in full or part as considered advantageous to the client, whether it is lowest or not, without assigning any reason whatsoever it may be. Offices District- Anuppur Department of Public Service Management RFP RFP (Request for Proposal) For Selection of Agency for Establishing, Operating and Maintaining District Nodal Call Centre in District: ANUPPUR RFP Reference No: DCC/ANUPPUR/2021/2629 Date of Issue: 15/06/2021 Address Room No.-58,New Collector Office Kotma Road,ANUPPUR,M.P. Phone 07659-222400 Website District website: <<https://anuppur.nic.in/>> Department Website http://mpedistrict.gov.in Page | 1 SELECTION OF AGENCY FOR ESTABLISHING, OPERATING AND MAINTAINING DISTRICT NODAL CALL CENTRE, DISTRICT ANUPPUR Disclaimer This Request for Proposal (RFP) document is neither an agreement and nor is an offer to the prospective bidders. The purpose of this RFP document is to provide prospective bidders information that may be useful to them in the formulation of their bid for qualification pursuant to this RFP document. The assumptions, assessments, statements and information contained in this RFP document may not be complete, accurate, adequate or correct. Each bidder should, therefore, conduct its own investigations and analysis and should check the accuracy, adequacy, correctness, reliability and completeness of the assumptions, assessments, statements and information contained in this RFP document and obtain independent advice from appropriate sources. Information provided in this RFP document to the bidders is not intended to be an exhaustive account of statutory requirements and should not be regarded as a complete or authoritative statement of law. Office of DeGS, District ANUPPUR accepts no responsibility for the accuracy or otherwise for any interpretation or opinion on law expressed herein. Office of DeGS, District ANUPPUR or its employees or representatives make no representation or warranty and shall have no liability to any bidder, under any law, statute, rules or regulations or tort, principles of restitution or unjust enrichment or otherwise for any loss, damages, cost or expense which may arise from or be incurred or suffered on account of anything contained in this RFP document. Office of DeGS, District ANUPPUR also accepts no liability of any nature whether resulting from negligence or otherwise, howsoever, caused arising from reliance of any bidder upon the statements contained in this RFP document. It may, in its absolute discretion but without being under any obligation to do so, update, amend or supplement the information, assessment or assumptions contained in this RFP document. The issue of this RFP document does not imply that the Office of DeGS, District ANUPPUR is bound to select and to appoint the Selected Bidder forEstablishing, Operating and Maintaining District Nodal Call Centre. Office of DeGS, District ANUPPUR reserves the right to reject all or any of the bids without assigning any reason whatsoever. 2 SELECTION OF AGENCY FOR ESTABLISHING, OPERATING AND MAINTAINING DISTRICT NODAL CALL CENTRE, DISTRICT ANUPPUR Table of Contents NOTICE INVITING TENDER (NIT) .................................................................................................................... 4 DEFINITIONS ...................................................................................................................................................... 6 SECTION-1 INTRODUCTION ............................................................................................................................ 8 1.1 INVITATION OF BIDS ................................................................................................................................ 10 1.2 BID DATA SHEET ...................................................................................................................................... 10 SECTION-2 ELIGIBILITY CRITERIA .............................................................................................................. 11 SECTION-3 DESCRIPTION OF BIDDING PROCESS .................................................................................. 12 3.1 PREPARATION OF BID ............................................................................................................................ 12 3.2 SUBMISSION OF ONLINE BID ................................................................................................................. 13 3.3 OPENING OF ONLINE BIDS ..................................................................................................................... 14 3.4 BID EVALUATION ...................................................................................................................................... 15 3.5 NOTIFICATION OF AWARD ..................................................................................................................... 15 SECTION-4 SCOPE OF WORK ...................................................................................................................... 15 4.1 SERVICE PROVIDER ................................................................................................................................ 15 4.2 OBLIGATIONS - SERVICE PROVIDER (SP) .......................................................................................... 17 4.3 OBLIGATIONS OF OFFICE OF DEGS, DISTRICT ANUPPUR ............................................................ 20 4.3 OBLIGATIONS – MPSAPS ....................................................................................................................... 20 SECTION-5 SERVICE LEVEL AGREEMENT (SLA) ..................................................................................... 21 5.1 LIQUIDATED DAMAGES : ........................................................................................................................ 21 SECTION-6 GENERAL CONDITIONS OF CONTRACT (GCC) ................................................................... 22 SECTION-7 SPECIAL CONDITIONS OF CONTRACT (SCC)...................................................................... 28 SECTION-8 ANNEXURES ............................................................................................................................... 33 3 SELECTION OF AGENCY FOR ESTABLISHING, OPERATING AND MAINTAINING DISTRICT NODAL CALL CENTRE, DISTRICT ANUPPUR Notice Inviting Tender (NIT) Office of DeGS, District ANUPPUR District ANUPPUR Department of Public Service Management Pin Code – 484224 Bid No: - DCC/ANUPPUR/2021/01 /2629 Date:15/06/2021 Request for Proposal (RFP)for “Selection of Agency for Establishing, Operating and Maintaining DISTRICT NODAL CALL CENTRE at Office of DeGS, District ANUPPUR ” Online Tenders are invited from reputed Agencies based in India for providing manpower with IT equipment mentioned in this RFP for Establishing, Operating and Maintaining DISTRICT NODAL CALL CENTRE for Office of DeGS, District ANUPPUR The bids will be received up to the date & time indicated below. The online tenders will be opened in the office of the undersigned as mentioned time schedule (key date). Tender Name of the Tender EMD Last date Due date Specification Work/ Fees (In for bid of No Services (In INR) submission opening of INR) tender online from 15:00 Hrs.* 01/2629 Selection of Agency for Establishing, Operating and Maintaining DISTRICT NODAL 500/- 50,000/- 05/07/2021 06/07/2021 CALL CENTRE at Office of DeGS, District ANUPPUR * For updated / extended due dates for opening of tender please refer to the key dates. The Client reserves the right to reject any or all the tenders or accept any tender in full or part as considered advantageous to the Client, whether it is lowest or not, without assigning any reason whatsoever it may be. Office of DeGS, District ANUPPUR Department of Public Service Management 4 SELECTION OF AGENCY FOR ESTABLISHING, OPERATING AND MAINTAINING DISTRICT NODAL CALL CENTRE, DISTRICT ANUPPUR Pin Code – 484224 Abbreviations Abbreviation Description BOM Bill of Material CCE Call Center Executives CMH Chief Minister Helpline CRM Customer Relationship Management DNCC District Nodal Call Centre DeGM District e-Governance Manager
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