HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) Email[email protected]
NOTICE INVITING TENDERS
The e-tenders are hereby invited on behalf of Haryana State Cooperative Apex Bank Ltd under Two Bid System (Technical Bid and Financial Bid) for the following works to be carried out from the eligible parties as per details given below:-
Tender Ref. No. EDP/2017-18/CCC
Description of Item Request for creating Customer Care Center’s (CCC) for HARCO bank and 19 DCCBs in the State of Haryana.
Earnest Money Rs. 2.00 Lakhs
Tender Fee Rs. 5000/- (Non-refundable) e-service Fees Rs. 1000/- (Non –refundable)
Start date and time of Bid 19.2.2018 preparation & submission on e- procurement portal
Last date and time for Bid 19.3.2018 (17:00 hrs) preparation & submission by bidders
Date and time of Tender Opening 21.3.2018 (14:00 hrs) (Technical Bid Part-I)
Date and time of Tender Opening To be decided later on (Financial Bid Part-II)
Last date and time for Earnest Money Rs. 2.00 Lakhs Deposit (EMD) of Bid submission
Pre-bid meeting 5.3.2018 (12:00 hrs)
The complete bidding documents, fee details, technical specifications and key dates can be viewed / downloaded from the web sites https://haryanaeprocurement.gov.inandwww.harcobank.nic.in Bid through any other mode shall not be entertained. Please note that Managing Director, HARCO Bank reserves the right to accept or reject the tendering process at any stage without assigning any reason whatsoever.
Managing Director Haryana State Cooperative Apex Bank Ltd. 1
HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected]
KEY DATES
Sr. Department Stage Bidder's Stage Start date and Expiry date No. Time and time
1 19.2.2018 19.3.2018 Tender (17:00 hrs) Document Download and BidPreparation/S ubmission
2 Manual 21.3.2018 (10:00 hrs to 12:00 submission of hrs) Technical Documents (Not mandatory)
3 Technical Bid Opening 21.3.2018 (14:00 hrs)
4 Financial Bid Opening To be intimated later on
Important Note:
Under this process, the Pre-qualification/ Technical online bid Application as well as online Price Bid shall be invited at single stage under two covers i.e. PQQ/Technical & Commercial Envelope. Eligibility and qualification of the Applicant will be first examined based on the details submitted online under first cover (PQQ or Technical) with respect to eligibility and qualification criteria prescribed in this Tender document. The Price Bid under the second cover shall be opened for only those Applicants whose PQQ/ Technical Applications are responsive to eligibility and qualifications requirements as per Tender document. 1. The Applicants/bidders have to complete ‘Application / Bid Preparation & Submission’ stage on scheduled time as mentioned above. If any Applicant / bidder failed to complete his / her aforesaid stage in the stipulated online time schedule for this stage, his / her Application/bid status will be considered as ‘Applications / bids not submitted’.
2. Applicant/Bidder must confirm & check his/her Application/bid status after completion of his/her all activities for e-bidding.
3. Applicant/Bidder can rework on his/her bids even after completion of ‘Application/Bid Preparation & submission stage’ (Application/Bidder Stage), subject to the condition that the rework must take place during the stipulated time frame of the Applicant/Bidder Stage.
2
HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected]
12.1. In the first instance, the online payment details of tender document fee + e- Service and EMD & PQQ/Technical Envelope shall be opened. Henceforth financial bid quoted against each of the item by the shortlisted bidder/ Agency wherever required shall be opened online in the presence of such bidders/ Agency who either themselves or through their representatives choose to be present. The bidder can submit online their bids as per the dates mentioned in the schedule/Key Dates above.
12.2. The payment for Tender Document Fee and e-Service Fee shall be made by eligible bidders online directly through Debit Cards & Internet Banking Accounts and the payment for EMD can be made online directly through RTGS/NEFT Please refer to ‘Online Payment Guideline’ available at the Single e-Procurement portal of GoH (Govt. of Haryana) and also mentioned under the Tender Document.
13. Intending bidders will be mandatorily required to online sign-up (create user account) on the website https://haryanaeprocurement.gov.in to be eligible to participate in the e-Tender. He / She will be required to make online payment of Rs. 2 Lakh towards EMD fee in due course of time. The intended bidder fails to pay EMD fee under the stipulated time frame shall not be allowed to submit his / her bids for the respective event / Tenders.
14. The interested bidders must remit the funds at least T+1 working day (Transaction day + One working Day) in advance i.e. on or before (19.3.2018 upto 1700hrs)andmake payment via RTGS /NEFT to the beneficiary account number specified under the online generated challan. The intended bidder / Agency thereafter will be able to successfully verify their payment online, and submit their bids on or before the expiry date & time of the respective events/Tenders at https://haryanaeprocurement.gov.in.
The interested bidders shall have to pay mandatorily e-Service fee (under document fee – Non refundable) of Rs.1000/- (Rupee One Thousand Only) online by using the service of secure electronic gateway. The secure electronic payments gateway is an online interface between bidders & online payment authorization networks.
The Payment for document fee/ e-Service fee can be made by eligible bidders online directly through Debit Cards & Internet Banking. The Bidders can submit their tender documents (Online) as per the dates
mentioned in the key dates above. The bidders shall quote the prices in price bid format under Commercial Bid.
3 HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected]
INSTRUCTIONS TO BIDDER ON ELECTRONIC TENDERING SYSTEM
These conditions will over-rule the conditions stated in the tender documents, wherever relevant and applicable.
18. Registration of bidders on e-Procurement Portal:-
All the bidders intending to participate in the tenders process online are required to get registered on the centralized e - Procurement Portal i.e. https://haryanaeprocurement.gov.in. Please visit the website for moredetails.
19. Obtaining a Digital Certificate:
18.1. The Bids submitted online should be encrypted and signed electronically with a Digital Certificate to establish the identity of the bidder bidding online. These Digital Certificates are issued by an Approved Certifying Authority, by the Controller of Certifying Authorities, Government of India.
18.2. A Digital Certificate is issued upon receipt of mandatory identity (i.e. Applicant’s PAN Card) and Address proofs and verification form duly attested by the Bank Manager / Post Master / Gazetted Officer. Only upon the receipt of the required documents, a digital certificate can be issued. For more details please visit the website – https://haryanaeprocurement.gov.in.
18.3. The bidders may obtain Class-II or III digital signature certificate from any Certifying Authority or Sub-certifying Authority authorized by the Controller of Certifying Authorities or may obtain information and application format and documents required for the issue of digital certificate from.
18.4. The bidder must ensure that he/she comply by the online available important guidelines at the portal https://haryanaeprocurement.gov.in for Digital Signature Certificate (DSC) including the e-Token carrying DSCs.
18.5. Bid for a particular tender must be submitted online using the digital certificate (Encryption & Signing), which is used to encrypt and sign the data during the stage of bid preparation. In case, during the process of a particular tender, the user loses his digital certificate (due to virus attack, hardware problem, operating system or any other problem) he will not be able to submit the bid online. Hence, the users are advised to keep a backup of the certificate and also keep the copies at safe place under proper security (for its use in case of emergencies). 18.6. In case of online tendering, if the digital certificate issued to the authorized
user of a firm is used for signing and submitting a bid, it will be considered equivalent to a no-objection certificate /power of attorney / lawful authorization to that User. The firm has to authorize a specific individual 4 HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected]
through an authorization certificate signed by all partners to use the digital certificate as per Indian Information Technology Act 2000. Unless the certificates are revoked, it will be assumed to represent adequate authority of the user to bid on behalf of the firm in the department tenders as per Information Technology Act 2000. The digital signature of this authorized user will be binding on the firm.
20. In case of any change in the authorization, it shall be the responsibility of management / partners of the firm to inform the certifying authority about the change and to obtain the digital signatures of the new person / user on behalf of the firm / company. The procedure for application of a digital certificate however will remain the same for the new user. 21. The same procedure holds true for the authorized users in a private/Public
limited company. In this case, the authorization certificate will have to be signed by the directors of the company.
3. Pre-requisites for online bidding:
In order to operate on the electronic tender management system, a user’s machine is required to be set up. A help file on system setup/Pre-requisite can be obtained from Nextenders (India) Pvt. Ltd. or downloaded from the home page of the website - https://haryanaeprocurement.gov.in.. The link for downloading required java applet & DC setup are also available on the Home page of the e-tendering Portal.
4. Online Viewing of Detailed Notice Inviting Tenders:
The bidders can view the detailed N.I.T and the time schedule (Key Dates) for all the tenders floated through the single portal eProcurement system on the Home Page at https://haryanaeprocurement.gov.in.
5. Download of Tender Documents:
The tender documents can be downloaded free of cost from the eProcurement portal https://haryanaeprocurement.gov.in
6. Key Dates:
The bidders are strictly advised to follow dates and times as indicated in the online Notice Inviting Tenders. The date and time shall be binding on all bidders. All online activities are time tracked and the system enforces time locks that ensure that no activity or transaction can take place outside the start and end dates and the time of the stage as defined in the online Notice Inviting Tenders. 5 HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected]
7. Online Payment of Tender Document Fee, eService fee , EMD fees & Bid Preparation & Submission (PQQ/ Technical & Commercial/Price Bid):
i) Online Payment of Tender Document Fee + e-Service fee:
The online payment for Tender document fee, eService Fee & EMD can be done using the secure electronic payment gateway. The Payment for Tender Document Fee and eService Fee shall be made by bidders/ Vendors online directly through Debit Cards & Internet Banking Accounts and the Payment for EMD shall be made online directly through RTGS / NEFT. The secure electronic payments gateway is an online interface between contractors and Debit card / online payment authorization networks. ii) PREPARATION & SUBMISSION Of online APPLICATIONS/BIDS:
Detailed Tender documents may be downloaded from e-procurement website (https://haryanaeprocurement.gov.in) and tender mandatorily be submitted online.
Scan copy of Documents to be submitted/uploaded for Prequalification or Technical bid under online PQQ / Technical Envelope: The requireddocuments (refer to DNIT) shall be prepared and scanned in different file formats (in PDF /JPEG/MS WORD format such that file size is not exceed more than 10 MB) and uploaded during the on-line submission of PQQ or Technical Envelope.
FINANCIAL or Price Bid PROPOSAL shall be submitted mandatorily online under Commercial Envelope and original not to be submitted manually)
8. ASSISTANCE TO THE BIDDERS:-
In case of any query regarding process of etenders and for undertaking training purpose, the intended bidder can also avail the following and can contact service provider as per below:
Office Timings of Help-desk support for Single e Procurement Portal ofGovernment of Haryana- Technical Support Assistance will be available over telephone Monday to Friday (09:00 am. to 5:30 pm) & Training workshop will be conducted on every 1st, 2nd Wednesday (from 3:30 pm up- to 5:00 pm).
All queries would require to be registered at our official email- [email protected] for on- time support (Only those queries whichare sent through email along with appropriate screenshots or error 6 HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected]
description will be considered as registered with the Help-desk)
Important Note:-
1. Any intending bidder can contact the helpdesk on or before prior to 4 hours of the scheduled closing date & time of respective e-Auction/ Tender event.
2. For queries pertaining to e-Payment of EMD, please contact the helpdesk at least 2 business days prior to the closing date & time of e-Auction/Tender event.
3. Help-desk support will remain closed during lunch break i.e. from 1:30 PM up to 2:15 PM on each working day.
Schedule for Training:
Training workshop will be held on 1st, 2nd Wednesday (from 3:30 pm upto 5:00 pm) of each month at following addresses:
Nextenders (India) Pvt. Nextenders (India) Nextenders (India) Pvt. Ltd., Ltd Pvt.Ltd. Public Health Nirman Sadan (PWD B&R), Municipal Corporation Division No. 2 Plot No.- 01, Basement, Faridabad, Near Hisar, Model Town Opp. Dakshin Marg, Sec- 33 A, B.K.Chowk, Opp. N.D Gupta Hospital, Chandigarh -160020 B.K.Hospital, NIT, Hisar For Support- 1800-180- Faridabad Contact: 9034357793 2097, Contact no. 0172-2582008-2009 9310335475
For Support Call – 1800-180-2097
Haryana eProcurement Help Desk Office will remain closed on Saturday Sunday and National Holidays
NOTE:-Bidders participating in online tenders shall check the validity of his/herDigital Signature Certificate before participating in the online Tenders at the portal https://haryanaeprocurement.gov.in.
For help manual please refer to the ‘Home Page’ of the e-Procurement website at https://haryanaeprocurement.gov.in, and click on the available link ‘How to...?’ to download the file.
7 HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected]
GUIDELINE FOR ONLINE PAYMENTS IN E-TENDERING
Post registration, bidder shall proceed for bidding by using both his digital certificates (one each for encryption and signing). Bidder shall proceed to select the tender he is interested in. On the respective Department’s page in the e- tendering portal, the Bidder would have following options to make payment for tender document & EMD:
A. Debit Card B. Net Banking C. RTGS/NEFT
Operative Procedures for Bidder Payments
A) Debit Card
The procedure for paying through Debit Card will be as follows.
i. Bidder selects Debit Card option in e-Procurement portal. ii. The e-Procurement portal displays the amount and the card charges to be paid by bidder. The portal also displays the total amount to be paid by the bidder. iii. Bidder clicks on “Continue” button iv. The e-Procurement portal takes the bidder to Debit Card payment gateway screen. v. Bidder enters card credentials and confirms payment vi. The gateway verifies the credentials and confirms with “successful” or “failure” message, which is confirmed back to e-Procurement portal. vii. The page is automatically routed back to e-Procurement portal viii. The status of the payment is displayed as “successful” in e-Procurement portal. The e-Procurement portal also generates a receipt for all successful transactions. The bidder can take a print out of the same, ix. The e-Procurement portal allows Bidder to process another payment attempt in case payments are not successful for previous attempt.
B) Net Banking
The procedure for paying through Net Banking will be as follows.
i. Bidder selects Net Banking option in e-Procurement portal. ii. The e-Procurement portal displays the amount to be paid by bidder. iii. Bidder clicks on “Continue” button iv. The e-Procurement portal takes the bidder to Net Banking payment gateway screen displaying list of Banks
8 HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected]
Bidder chooses his / her Bank The Net Banking gateway redirects Bidder to the Net Banking page of the selected Bank Bidder enters his account credentials and confirms payment The Bank verifies the credentials and confirms with “successful” or “failure” message to the Net Banking gateway which is confirmed back to e-Procurement portal. The page is automatically routed back to e-Procurement portal The status of the payment is displayed as “successful” in e-Procurement portal. The e-Procurement portal also generates a receipt for all successful transactions. The bidder can take a print out of the same. The e-Procurement portal allows Bidder to process another payment attempt in case payments are not successful for previous attempt.
1.9. RTGS/ NEFT
The bidder shall have the option to make the EMD payment via RTGS/ NEFT. Using this module, bidder would be able to pay from their existing Bank account through RTGS/NEFT. This would offer a wide reach for more than 90,000 bank branches and would enable the bidder to make the payment from almost any bank branch across India.
Bidder shall log into the client e-procurement portal using user id and password as per existing process and selects the RTGS/NEFT payment option. Upon doing so, the e-procurement portal shall generate a pre-filled challan. The challan will have all the details that is required by the bidder to make RTGS-NEFT payment. Each challan shall therefore include the following details that will be pre-populated:
Beneficiary account no: (unique alphanumeric code for e-tendering) Beneficiary IFSC Code: Amount: Beneficiary bank branch: Beneficiary name: The Bidder shall be required to take a print of this challan and make the RTGS/NEFT on the basis of the details printed on the challan. The bidder would remit the funds at least T + 1 day (Transaction + One day) in advance to the last day and make the payment via RTGS / NEFT to the beneficiary account number as mentioned in the challan. Post making the payment, the bidder would login to the e-Tendering portal and go to the payment page. On clicking the RTGS / NEFT mode of
9 HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected]
payment, there would be a link for real time validation. On clicking the same, system would do auto validation of the payment made.
2.2. Over-the-Counter (OTC)
This solution shall allow the bidder having account with ICICI Bank, to make the payment from any CMS enabled Branch of ICICI Bank in India. Bidders can make the payment via cash (if amount is<=₹ 49,999), Demand Draft or ICICI Bank Cheque.
The procedure for paying through OTC mode is as follows:
2.3. Bidder selects Over-the-Counter remittance option in e-Procurement portal. 2.4. The e-Procurement portal displays the amount to be paid. Bidder chooses the bank account no. for refund of the amount. 2.5. Bidder clicks on “Continue” button 2.6. The e-Procurement portal displays the details of payment. Bidders clicks on “print _challan” and prints the OTC challan. 2.7. Bidder submits the OTC challan at the counter of any designated branch of ICICI Bank with Cash / Demand Draft / ICICI Bank Cheque (Payment in cash is allowed uptoRs. 49,999/-) 2.8. ICICI Bank verifies the URN (format to be discussed and decided) and Amount with e- Procurement portal prior to accepting the payment 2.9. On successful verification from e-Procurement portal, ICICI Bank accepts the payment. In case of failure, ICICI Bank shall return back the OTC challan and payment to the Bidder. 2.10. ICICI Bank will commit the payment transaction (in case of successful verification from e- Procurement portal) and sends the Bank Transaction Number (I-Sure Reference Number) online against the URN and Amount.\ ix. ICICI Bank will generate receipt for the payment transaction and issues the same to the Bidder. 3. The e-Procurement system updates the bank transaction number against the URN and Amount based on details sent by ICICI Bank online prior to generation of receipt. 4. The status of payment will be displayed as “verification successful” in e- Procurement portal, when the bidder clicks on verification option in the portal 5. Bidder would be required to upload the scan copy of receipt as received from ICICI Bank as part of proof in Nextender portal before submitting the tender
Sr. Scenario Do's / Don’t’s
no. In the event Do’s
of making
1
Payment It is the bidder’s responsibility to ensure that RTGS/NEFT
through payments are made to the exact details as mentioned in
10 HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected]
NEFT/RTGS the challan which are: 1) Beneficiary account no:
Don’t’s
Bidder should not enter erroneous details while filling the NEFT/RTGS form at their bank. The following possibilities may arise: 1) Incorrect IFSC code mentioned:- Transaction would be rejected and the amount would be refunded back in to the bidders account 2) Incorrect Beneficiary account number mentioned(
11 HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected]
be considered and bidder would not be allowed to bid/ participate. Bidder is not supposed to use challan generated in one tender for payment against another tender since details in the challan are unique to the tender and bidder combination. Bidder must not make multiple or split payments against a particular challan. Any split payment received against the same challan will be refunded back to the bidder. Bidder would not be entitled to claim that he is deprived of participating in the tender because his funds are blocked with the division on account of incorrect payment made by the bidder Do’s
It is the bidder’s responsibility to ensure that OTC payments are made to the exact details as mentioned
in the challan which are:
In the event Beneficiary account no: of making number> Amount: As mentioned on the challan It is specific for every tender/transaction Beneficiary name: 2 Payment As per the challan Bidder has to make only single Through payment against a challan as per the amount mentioned OTC on the challan Bidder must do the payment before tender validity gets expired Bidder needs to mandatorily upload the scan copy of the payment receipt issued by ICICI Bank, in Nextender Portal before submitting the Tender 12 HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected] Don’t’s If the bidding amount is greater than Rs49,999, then Bidder should not make payment in cash. In this case, Bidder should pay via Demand Draft/ICICI Bank Cheque It is bidders’s responsibility to ensure that Demand draft should be valid and should not have discrepancies such as signature not found, stale DD, mutilated, material alteration, favouring third party etc., In the event of Demand Draft returned by bidder’s Bank on account of such discrepancies, ICICI Bank shall ensure that such communication is sent to the Client within 3 days from the date of rejection by the Bidder’s Bank For every tender, details in the challan are different and specific to that tender only. Bidder should not make use of a challan for making payment for another tenders’ EMD 13 HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Ph. 0172-2714520, 2704349 (FAX) [email protected] NOTICE INVITING TENDER (NIT) FOR creating Customer Care Center’s (CCC) for HARCO bank and 19 DCCBs in the State of Haryana 14 KEYINFORMATION Particulars Details Tender Number EDP/2017-18/CCC Tender Title Request for creating Customer Care Center’s (CCC) for HARCO bank and 19 DCCBs in the State of Haryana Cost of Bid Rs. 5,000/- to be submitted online EMD Rs. 2.00 Lakh Bid Validity 180 days Date of Publishing the tender on Bank’s 19.2.2018 Website Pre-bid clarification query date 5.3.2018 (12:00 hrs) Last Date and time for online submission of 19.3.2018 (17:00 hrs) Bids Date and Time of Opening of Technical Bids 21.3.2018 (14:00 hrs) Date and Time of Opening of Commercial Bids To be notified later to the qualifying bidders only. HARYANA STATE COOPERATIVE APEX BANK LTD SCO 78-80, BANK SQUARE, SECTOR-17B, CHANDIGARH Place of Opening of Bids Contact Persons for any clarifications/ Sh. Piyush Hooda, Manager IT Submission of Bids Sh. Vishal Katiyar, Manager IT Contact Numbers 9988191110, 8557944616 Email [email protected] 17 Section 1:- Eligibility Criteria The bidder must possess the requisite experience, strength and capabilities in providing services necessary to meet the requirements as described in the RFP document. Keeping in view the complexity and volume of the work involved, following criteria are prescribed as the eligibility criteria for the bidder interested in undertaking the project. The bidder must also possess technical know-how and financial wherewithal that would be required to successfully provide Customer Care Solution to our customers. The bidders must fulfill all the below criteria before their bids may be considered for opening: - SNo Minimum Eligibility Criteria Documents to be submitted 1. The bidder should be registered as a company in Certificate of Incorporation by Registrar India under the Indian Companies Act 1956, the of Companies under companies act, Partnership Act 1932 & Registration of Societies 1956, Copy of Partnership Deed and Act. Copy of bye laws as applicable 2. The Bidder should be in the business of supply, LOI/ work order with completion certificate installation and maintenance of integrated IT from clients systems, data centers and integration of network systems and must have undertaken a minimum of 3 projects in the last 3 financial years amounting to a total of 3 crores. 3. The bidder should have a annual turnover of INR 1.0 Audited financial statements for the immediate crores from immediate last three financial years last 3 financial year i.e. for 2014-15,2015-16, with a positive networth. 2016-17 4. Consortium not allowed Self-declaration for the same. 5. Bidder must be an authorized Relevant authorization certificate from Cisco dealer/distributor/SI/trained partner of OEM. 6. The bidder should be an ISO 9001:2008 or Proof of valid certificate as on date of higher certified company. bid submission. 7. The bidder must be registered for GST and must Provide relevant certificate/document have valid PAN number. 8. The firm shall not have been blacklisted by Central Undertaking regarding not having Government or any State Govt. blacklisted/banned dully signed by the Organization/Department/ PSU in India. authorized signatory. 9 Bidder/OEM shall have proven experience of project Relevant completion certificate of involving supply, design, installation, integration, completion of project . commissioning and maintenance of at least three enterprise IVRS/Contact Center installations in India of similar goods & services and shall have supported the mentioned installation at least for a period of 3 years. Bidder should have 8 years of experience in similar industry. 10 The bidder/OEM should have completed at least 3 Relevant completion certificate of project in banking/Insurance/Corporate sector with completion of project . at least one projects executed by the bidder must be at least INR 1 Crore. Bidder shall submit self- certificate along with the list of such works completed successfully and the value of work in respective projects. Such projects’ cost shall also include the equipment cost. OEM Eligibility Criteria The OEM of the contact center technology should be listed in the Gartner’s Leaders Quadrant for last 5 years The OEM of the contact center technology should be profitable for last 5 years The OEM of the contact center technology should be able to able to support the technology for minimum 7 years The contact center technology deployed in the call center service provider should be back to back supported by the OEM 24x7 remote Technical Assistance center. Call Centre SI to furnish a letter from the OEM Section 2: Scope of Work 2.1 INTRODUCTION The Haryana State Cooperative Apex Bank Limited (HARCO BANK) has intent to develop Customer Care Centre (CCC) through reputed system integrator. These CCC were established at HO of HARCO bank or Panchkula as bank may deems fit. 2.2 REQUEST FOR PROPOSAL Henceforth this RFP is floated for creation of Customer Care Centre(CCC) infrastructure. The intent of this RFP is to get the best in class CCC to help the customers. The proposals are asked with turnkey solution for supply and installation of 10 seater, which can be upgrade in future for more seats, CCC with all required licenses and related equipment for capacity enhancement and obtain renewed warranty & technical support for next five (5) years from date of completion of project. Haryana State Cooperative Apex Bank Limited (HARCO BANK) intends to install powerful and versatile Customer Contact Center (CCC) in its networks located at Chandigarh. CCC shall be an integrated solution based on the fixed network, NGN, and the mobile network, such as 3G and 4G. Customers shall enjoy services easily through voice, email, chat, Web ( HARCO OFFICIAL WEBSITE ), SMS . The proposed CCC network shall access the call from TDM network such as PSTN/PRI . For the implementation of above system, Haryana State Cooperative Apex Bank Limited (HARCO BANK) intends to purchase all the necessary hardware, software and services. For this RFP, Proposals are requested in the form of BID from System Integrators (SI) carrying valid authorization from our existing OEM are requested as per following guidelines : 1. Bidder shall submit their bids to HARCO Bank. 2. Submit Bid Security and non-refundable bid processing fees in a separate sealed envelope super scribed with the bid document number to HARCO Bank office on or before due date. 3. Services offered should be strictly as per requirements mentioned in this Bid document. Please spell out any unavoidable deviations, Clause/Article-wise in your bid under the heading Deviations. 4. Bidder shall quote the prices which shall necessarily remain valid for 180 days. 2.3 Scope of Work Scope of work broadly covers the following things: a. Requirement Study, Documentation & Overall Design. i. Requirement Study and Documentation. ii. Project Requirement Definition document preparation and review iii. PRD Signoff b. Planning & Design i. Prepare Site Readiness Document ii. Develop test plans Self Service iii. Application design Custom Report c. Development, Unit and Integration Testing, System Testing i. Self Service Application ii. CTI agent desktop integration (URL calling method) iii. Custom reports d. Onsite Implementation and Configuration i. Installation and configuration of all the required hardware and software’s quoted in the solution. ii. Installation and configuration of Management Portal iii. Installation and configuration of reporting servers iv. Installation of IVR Self Service Application v. Installation and integration of Voice Gateway with E1 PRI at DC vi. Installation and configuration of Voice call logger solution. vii. Installation of IP Phones. viii. Integration of CCC system with HARCO official website (http://harcobank.nic.in ) to provide webchat and relevant functionality to customers contacting through website . ix. Integration of CCC system with SMS gateway to send receive information from customer through SMS . x. Installation of Complaint management system (CMS ) and integration of CMS with CCC . xi. The bidder shall provide all the necessary software’s and hardware required for the effective functioning of the solution. e. User Acceptance Testing (UAT) i. System Integration : User Acceptance Testing and UAT sign-off. f. Overall Project Management i. Customer scope of work includes the following and not limited to Procurement and provisioning of Hardware and software as defined Perform PRD Sign-off Perform UAT & Sign-off g. Project Management i. Bidder will designate a project manager to manage day-to-day project activities and act as a central point of contact to establish and maintain a framework for the execution of project communications, reporting and procedural and contractual activities. Project managers should have the best combination of organizational and people management skills in addition to a very strong technical background. h. Quality Assurance Testing i. Bidder should provide planning, design and implement Services. These services and responsibilities characterize the full set of deliverables for this project, thus constitutes the working agreement between Bidder and Bank. 2.4 Deliverables from the Bidder: 2.4.1 Following are the standard list of deliverable from bidder I. Project Management Plan II. Project Requirements Document III. Site Requirements Specification IV. As built document V. Application Executable of Custom Application. VI. Successful integrated system run with agent accessibility to Urban system applications database. VII. Any additional hardware, software, licenses etc required for smooth functioning of CCC as per specification’s Annexure-A shall be supplied by the bidder without additional cost to HARCO . VIII. PSTN toll free number/PSTN numbers to be provided by HARCO . 2.4.2 Detailed scope of technical requirement is placed at Annexure- A. 2.4.3 Period of contract I. The work (as mentioned in 2.5 of Section2) should be completed within 25 weeks from the date of Letter of Award. II. Five year engagement period for warranty & technical support & FMS from the date of final user acceptance/Sign-off. 2.5 Time Line of Project Activity Completion Schedule (in weeks) S.No 1 Issue of Letter of Award T + 0 2 Supply of material T+8 3 Deployment, Installation of Equipment and software T + 16 4 Integration with existing bank applications/systems T + 22 5 Final testing and commissioning T + 24 6. User Acceptance and sign-off on basis of successful system T + 25 run for one month post commissioning Where, T will be the date of award of work order / Letter of Award. Final User Acceptance/ Sign-off date shall be used for calculation of the five year engagement period for warranty & technical support & FMS. Section – 3 Instructions to Bidders ARTICLE - 1: COST OF BIDDING The Bidder shall bear all costs associated with the preparation and submission of the Bid and Bank will in no case be responsible for those costs, regardless of the conduct or outcome of the bidding process. The Bidder will have to remit Nonrefundable Bid Processing Fees of Rs. 5000/- in the separate cover within the main sealed cover containing EMD, on or before the date & hours of submission of the bids, at bank office. ARTICLE- 2: BIDDING DOCUMENTS Bidder is expected to examine all instructions, forms, terms, and specifications in the bidding documents. Failure to furnish all information required by the bidding documents or bid not substantially responsive to the bidding documents in all respect may result in the rejection of the Bid. ARTICLE- 3: CLARIFICATION ON BIDDING DOCUMENTS The Clarifications must be email at [email protected] or before 5.3.2018. Clarifications received from the bidders after that will not be entertained under any circumstances ARTICLE - 4: AMENDMENT OF BIDDING DOCUMENTS At any time prior to the deadline for submission of bids, bank, for any reason, whether at its own initiative or in response to the clarifications requested by prospective bidders may modify the bidding documents by amendment. In order to allow prospective bidders reasonable time to take the amendment in to account in preparing their bids, bank, at its discretion, may extend the deadline for the submission of bids. ARTICLE - 5: LANGUAGE OF BID The Bid prepared by the Bidder, as well as all correspondence and documents relating to the Bid exchanged by the Bidder and bank shall be in English. Supporting documents and printed literature furnished by the bidder may be in another language provided they are accompanied by an accurate translation of the relevant pages in English. For purposes of interpretation of the bid, the translation shall govern. ARTICLE - 6: SECTIONS COMPRISING THE BIDS Bid Security Section: Bid Processing Fees & EMD Details: The bid processing fee (non-refundable) & EMD (refundable) to be furnished to bank office through online submission/in a separate envelop on or before date & hours of submission of bid. Eligibility & Technical Section In this section, Bid letter form and Clause-by-Clause Compliance Statement as per eligibility criteria, all the forms/format & documentary proof need to be uploaded & Forms/format & compliance to Scope of Work. Price bid Section As per Price Bid form only. ARTICLE- 7: BID FORMS Wherever a specific form is prescribed in the Bid document, the Bidder shall use the form to provide relevant information. If the form does not provide space for any required information, space at the end of the form or additional sheets shall be used to convey the said information. Failing to submit the information in the prescribed format, the bid is liable for rejection. For all other cases, the Bidder shall design a form to hold the required information. Bank shall not be bound by any printed conditions or provisions in the Bidder's Bid Forms. ARTICLE - 8: FRAUDULENT & CORRUPT PRACTICE Fraudulent practice means a misrepresentation of facts in order to influence a procurement process or the execution of a work order and includes collusive practice among Bidders (prior to or after Bid submission) designed to establish Bid prices at artificial non-competitive levels and to deprive the Bank of the benefits of free and open competition. Corrupt Practice means the offering, giving, receiving or soliciting of anything of value, pressurizing to influence the action of a public official in the process of work order execution. Bank will reject a proposal for award and may forfeit the E.M.D. and/or Performance Guarantee if it determines that the bidder recommended for award has engaged in corrupt or fraudulent practices in competing for, or in executing, contract(s). ARTICLE - 9: LACK OF INFORMATION TO BIDDER The Bidder shall be deemed to have carefully examined all contract documents to his entire satisfaction. Any lack of information shall not in any way relieve the Bidder of his responsibility to fulfill his obligation under the Contract. ARTICLE - 10: CONTRACT OBLIGATIONS If after the award of the contract the bidder does not sign the Agreement or fails to furnish the Performance Bank guarantee along with the inception report and working schedule as per the bid requirements & if the operation are not started within 15 working days after submission of P.B.G. as mentioned in the bid, Bank reserves the right to cancel the contract and apply all remedies available under the terms and conditions of this contract. ARTICLE - 11: BID PRICE The price bid should indicate the prices only in the format prescribed in price schedule. Prices quoted should be firm. Quoted prices shall be inclusive of all applicable taxes, except GST which shall be chargeable as per actual. Any effort by a bidder or bidder's agent / consultant or representative howsoever described to influence the bank in any way concerning scrutiny / consideration / evaluation / comparison of the bid or decision concerning award of contract shall entail rejection of the bid. ARTICLE - 12: BID CURRENCY The prices should be quoted in Indian Rupees. Payment for the supply of equipment’s as specified in the agreement shall be made in Indian Rupees only. ARTICLE - 13: BID SECURITY / EARNEST MONEY DEPOSIT (EMD)/Performance Bank Guarantee (PBG) The bidder will have to submit Non refundable Bid Processing Fees of Rs. 5000/-& Earnest Money Deposit (E.M.D.) of Rs. 2.00 Lakh (Refundable) on or before date & hours of submission of bid in a sealed cover at bank office with the heading —Bid processing Fees & EMD for “Providing Customer Care Centres (CCC) Solution" Bid processing fees must be submitted online. Bid Security / EMD as mentioned above, shall be submitted online or in the form of an unconditional Bank Guarantee (which should be valid for 180 Days from the date of bid submission) of any Nationalized Bank including the public sector bank or Private Sector Banks or Commercial Banks or Co-Operative Banks; in the name of Haryana State Cooperative Apex Bank Ltd. payable at Chandigarh and must be submitted along with the covering letter. Failing to submit physical covers of EMD and bid processing fees at bank on or before given time may lead to the rejection of the bid. In case of non-receipt of Bid processing fees & EMD as mentioned above, your bid will be rejected by bank as non-responsive. Successful Bidder to submit Performance bank Guarantee (PBG) @ 10% of the total Cost of Project with validity of 5 years. Unsuccessful bidder's E.M.D. will be returned as promptly as possible after the expiration of the period of bid validity OR upon the successful Bidder signing the agreement with bank, whichever is earlier. The EMD may be forfeited at the discretion of bank, on account of one or more of the following reasons: o If a Bidder withdraws their Bid during the period of Bid validity. o If Bidder does not respond to requests for clarification of their Bid. o If Bidder fails to co-operate in the Bid evaluation process. o In case of a successful Bidder, the said Bidder fails: . To sign the Agreement / Contract in time . To furnish Security & Performance Bank Guarantee as prescribed, . If the bidder is found to be involved in fraudulent practices. ARTICLE - 14: PERIOD OF VALIDITY OF BIDS Bids shall remain valid for 180 days from the date of their submission. A Bid valid for a shorter period shall be rejected and considered as non-responsive. In exceptional circumstances, bank may solicit Bidder's consent to an extension of the period of validity. The request and the responses thereto shall be made in writing. The Bid security shall also be suitably extended. ARTICLE - 15: BID DUE DATE Bid must be submitted by bidder not later than the date specified in the RFP. The Bank may, as its discretion, extend the bid due date, in which case all rights and obligations of the bank and the bidders, previously subject to the bid due date, shall thereafter be subject to the new bid due date as extended. ARTICLE- 16: LATE BID Bank shall not consider any Bid that arrives after the deadline for submission of Bid. ARTICLE - 17: PAYMENTS TERMS S. Activity On completion On completion of After User of supply installation, Acceptance No. integration & testing 1 Hardware and Software 20% 20% 60% 2 Installation, 70% 30% Integration, testing, FMS, Warranty & Technical Support Please Note: The mentioned % are of the invoice values submitted by bidder to bank. ARTICLE - 17: Technical Evaluation Process Sr No Criteria Marks 1 Bidder Turnover Greater than 3 Cr 10 Less than equal to 3 Cr 5 2 Provided Solution with same OEM during the last Three years i.e. 14-15, 15-16, 16-17 across any Vertical. Minimum order value should be 1 Crore. 3 Projects 25 2 Projects 15 1 Projects 10 3 Certified Resources of Quoted OEM & technology Greater than 10 15 Less than equal to 10 10 4 24 Hours Technical Support Toll Free Number (24x7) 10 5 OEM in Gartner leader Quadrant (Contact Centre) and 20 OEM India Specific 24 hours Technical toll free Number 6. Technical Presentation & Approach 20 Weightage will be given based on Solution design, Integration approach, Project implementation Plan etc Maximum Marks 100 ARTICLE - 18: L1 will be decided on the basis commercial evaluation as below: The proposals will be evaluated on QCBS (Quality Cost Based Selection) basis. Following is the evaluation methodology: Technical Weightage: 70% Commercial Weightage: 30% Formula : S = (ST*70%) + (SC*30%) ST = Technical Score of Bidder SC = Commercial Score, where SC= 100*LC/C LC= Lowest Commercial C=Commercial Under Consideration Price Bid: Schedule: - S.No. Bill of Material / Qty No. of Unit Rate (INR) Total GST(% as Items Description location of (Inclusive of All Amount applicable) deployment Taxes except (INR) (Extra) (01) Service tax and VAT/CST/GST) A B C D=A*B*C 1 Hardware & Software 1 1 for 10 agents contact center solution, as per RFP specifications 2 IP Phones 10 1 3 Switch 2 1 4 Voice Logger 1 1 5 Compliant 1 1 management system ( CMS ) 6 SMS gateway 1 1 7 One time installation & commissioning, Integration and project management 8 Technical 1 1 support/Manpower& Facility management services for 5 years Total Amount (1+2+3+4+5+6+7+8) Section : 4 Annexure-A Technical Specifications: - Call Center solution: - S.No Specifications Compliance 1 Should provide Inbound and Outbound call handling capability 2 Should be tightly integrated with Self Service Platform 3 Should provide features: a. Music-On-Hold when agent puts call on hold b. Call Center recorded —messages in queue! c. Call Center recorded, on-demand messages for special announcements to front queue d. Agent —presence! status e. Real-time monitoring of all agents and Call Center state information by supervisors. f. Supervisor observe/monitor agent call with ability to record on demand. g. Real-time access to Call Center state information by all agents: calls in progress, calls in queue, agent status. h. Skill-based routing to the available agent with the highest skill level to handle that interaction, whether on-site or remote. i. Priority queuing. j. Permission-level access to system administration and reporting. k. Standard historical reporting with extensive filtering capabilities. l. Reports to be exported to Excel for further customization. m. On-demand reports, selected by date interval, agents, agent groups, calling number, etc. 4 The solution should be designed for 50 users or more. (Ability to expand as needed) 5 Automatic Answering (IVR) Ability to capture Customer Data or Information with Pop up of existing or already 6 registered customers with their Insurance Policy Code or Number Ability to listen to recording whilst on hold, with as many music as possible (Note that, 7 music on hold can be changed at any time, with ease and flexibility) 8 Ability for Full Featured Automatic Call distribution (with skill based call distribution) Ability for Extensive Call Distribution Algorithm that will allow Calls to be evenly 9 distributed among Agents, and to allow Agents to be on more than one Queue at the same time 10 Ability to manage the Call distribution according to pre-defined skill sets Call Centre Management software with Comprehensive and extensive reporting with 11 as many metrics as possible. Ability to records every calls (In & out) of the Call Centre. (Agents call recording. All 12 calls for at least 12 months should be on the Server with reasonable back-up policy) 13 Ability to easy do Call monitoring (Silent listening, Whispering & Call Barging) S.No Specifications Compliance Ability to display in Real-time the activities of the Call Centre (with a Big Screen Wall- 14 Board Agent analysis – which shows State Summary per agent , currently reports cannot be 15 ran on specific agent ..Web interface for Agents, Supervisors and Admin to manage and monitor calls in Real-Time Ability to monitor and listen or barge in to Agents calls by Supervisors or anyone with 16 required privilege at any time. Ability to run detailed call reports at anytime. Reports are stored forever on the server in a database. The database can be backup periodically. Agents can see in realtime the 17 customers number, and how long the customer waited before connecting to the centre. Agent can also assign a reason code (Pre-Configured) to the call. 18 Ability to Integrate with a CRM Software. The application must be securely accessible by staff not physically located in office but 19 should be available via a web interface. The system must be able to support a minimum of 25 concurrent agents. Describe how 20 you license system users. The system shall have following chat & collaboration features: 1. Web chat 2. Web collaboration(agent, customer led) 21 3. Web call me, web callback 4. Chat recording and Monitoring 5. Agent assist-Knowledge base access The offered system shall have the function of sending batch of SMS and emails to 22 subscribers. OUTBOUND DIALER SPECIFICATION Outbound Dialer should be integrated with automatic call distributors and can be 1 activated by just adding dialer ports Should support Call-process analysis at the gateway which can automatically detect an 2 answering machine, fax machine, or modem for automatic call distributors 3 Should support all three dialing modes Predictive, preview and progressive Should support personal callback which allows an agent to insert a record into the 4 Dialing List table to be called at a later time. Should support transfer to IVR which facilitates pre-recorded IVR campaigns by 5 providing the ability to play an automated message to a live caller from an IVR system or leave pre-recorded messages on an answering machine Should be able to integrate with computer telephony integration which supports agents in blended mode by gathering call variables (for example, dialling-list ID, time zone, account number, phone number, campaign ID and name, customer name, and 6 query rule ID) necessary to correctly handle the call, sending it to the appropriate agent or skill group and delivering customer information to the agent either prior to an outbound call or as an inbound call is received. S.No Specifications Compliance Should support blended mode which helps automatic call distributors deliver both inbound and outbound (preview) calls to the same group of agents dynamically. 7 Differing from the dedicated modes, blending allows agents to switch between receipt of inbound and outbound calls on a call-by-call basis Citizen Contact Centre Agent's Desktop The agent's desktop should be based on Web 2.0 and shall fulfil the following functionalities: 1 Thin Client gadget based desktop 2 Mobile Agents must be supported 3 HTTP and REST API workflows 4 Outbound dialing from the same desktop 5 Controls from Supervisor to Silent Monitor the agent It shall provide agents with a unified view of work across multiple types of work e.g. 6 assigned tasks, opportunities, service requests, inbound and outbound email/calls web call-backs, etc. It shall provide consistent agent interface across multiple media types like fax, SMS, 7 telephone, email, and web call back. The agent's desktop shall have a —soft-phone - an application that enables standard 8 telephony functions through a GUI. Agent Soft client must have integrations like IM, Presence, Voice, Video, Integration 9 with Outlook, Desktop sharing, Voice Mail, Active Directory etc. 1 UNIFIED REPORTING AND MANAGEMENT Open reporting platform offering a secure and unique 360 view of the enterprise with 2 the ability to drill into individual contact details at any level. provides a content-rich and customer-centric service through a variety of channels, 3 including voice, web, email messaging. Should provide web-based graphical user interface for real-time and historical 4 reporting Should support interactive grids, XML Stylesheet Language Transformations , charts, 5 gauges, and Really Simple Syndication (RSS) feeds 6 Should be on Web 2.0 framework 7 Should support customization of reports by adding custom data sources. Should support Excel "Get External Data from Web Query" function to provide facility 8 to report designers to define macros that automate large and complex Excel spreadsheets and files. Should support SQL Query to create new reports by inputting custom SQL queries 9 directly into reporting system. Should support SQL stored procedures as data sources for reports instead of SQL 10 queries, to call custom stored procedures that perform data input operations, and generally use any functions that are available to stored procedures. 11 Should allow to export and import new report templates for customized reports S.No Specifications Compliance Solution should have management tool to provides automated, accelerated 12 provisioning, real-time monitoring, proactive troubleshooting, and long-term trending and analytics Solution to include Provisioning features include automated processes for —day-1 13 initial deployments and for —day-2 moves, adds, changes, and deletions (MACDs). Solution to include efficient, integrated service-assurance management through a 14 single, consolidated view of the voice collaboration environment. This management includes continuous, real-time monitoring and advanced troubleshooting tools The solution allows to view end-to-end session paths for devices, memory and CPU 15 statistics for Gateways that could indicate problems affecting session quality Solution to provide policy and delegated management of user groups for administrators handling day-2 provisioning by automating provisioning based on preset 16 policies for services, service areas, and subscriber types. Provisioning includes establishment of roles such as MAC address administrator for adding MAC addresses during endpoint creation. Solution to provide batch provisioning that let an operator rapidly and consistently add 17 or modify a large number of users or a large number of endpoints or device profiles (and the corresponding configuration settings). Should provide operational control by tracking changes made to infrastructure and 18 user services, including order number, operator placing the order, end user, and date and time. Abandoned call detail activity report : - Displays the number of abandoned calls and 19 the final priority of these calls in a day. 20 Aborted Rejected Call Detail Report. 21 Agent Call Summary Report Agent Detail Report :- presents information about Automatic Call Distribution (ACD) 22 and non-ACD calls that the agents handle, and ACD and non-ACD calls that the agents dial. 23 Agent Login Logout Activity Report 24 Agent Not Ready Reason Code Summary Report Common Skill CSQ Activity Report :- presents summary information about calls 25 presented, handled, and abandoned for each group of Contact Service Queues (CSQ) 26 IVR Outbound Campaign Summary Report 27 Outbound Agent Detail Performance Report 28 Agent CSQ Statistics Report 29 Agent State Log Report Team Summary Report 1 ACCESSIBILITY / USER INTERFACE S.No Specifications Compliance The application agent desktop must be media blended and able to provide multiplicity a to enable agents to handle Voice, Text and Web contacts at the same time including: > Intuitive, unified interface for handling voice, email, text, web chat and social media b integration >availability status and wrap up reasons, which can be reported. 2 The application must be able to support skill sets being networked across multiple 3 contact center locations 4 The application must have read/write access to external databases The system should be a CRM optimizer to achieve CTI. The system should have a CRM 5 Integration port/capability to allow for CTI. (Vendor must demonstrate the ability to integrate with Telephone i.e. the Contact Centre Centre system to achieve CTI.) The system must be able to identify incoming callers effectively with either systematic assistance (e.g. CTI screen pop) or through flexible search and to equip agent representatives with customer and context-based information prior to speaking with the customer 1 COMPUTER TELEPHONY INTEGRATION (CTI) The application must support features for contact escalation and transfer of both voice 2 and data Application must have Integrated IVR > auto-attendant and call menu prompting > caller input digital collections 3 > dynamic, multi-format "numbers-to-speech “playback Application must have telephony controls (soft phone), click-to-dial speed dial with option for hard pick on IP Phone. > delay announcements to callers in queue > simultaneous caller listening to the same announcement 4 > allow Supervisors perform real-time changes/adds/deletes to announcements The application should allow for live interaction/coaching between agent and 5 Supervisor while on call. Application should be able to do conditional routing based on real time metrics like: > average wait time >after hours routing. > most skilled agent 6 >longest idle time. The System must be capable of showing both Real time, Cumulative and Historical 7 Service Levels. Application should be able to calculate and show in real time displays: > the length of time the caller will wait before being answered by an agent > “maximum wait time” and “longest wait time since last call” S.No Specifications Compliance 8 > abandoned calls Call Wrap Up - system must be able to efficiently close the calls by capturing all the key 9 points and classify the call into various categories such as Inquiry, Suggestion, Promotion etc. The system must be capable of showing the status of the agents, which agents are 10 logged on, etc. The system should allow for the automatic refresh of the logged on agent display. 11 The application must be able to automate workflows for handling incoming emails based on different criteria (e.g. agent skill set) 1 E-MAIL MANAGEMENT The application must be able to tailor fields on the email e.g. Dear 'first name of 2 member' The application must be able to add various file types while responding to a customer 3 query. The application must be able to support auto text for repeated insertion of 4 standardized information. The application must be able to support links and attachments IVR Platform S.No Specifications Compliance The proposed IVR should provide the following: Uses open-standards VoiceXML, Can 1 play announcements, collect information, and queue calls, Supports Speech and Provides distributed call treatment with centralized application management Allows calls to receive self-service and queuing at the most efficient (or desirable) 2 location 3 IVR should supports G.711 / G.729 codecs 4 Comprehensive computer telephony integration capability Local Call Handling: - System must handle IVR functions, such as interacting with 5 multiple databases, provisioning systems, in the local site Application integration - integrate with databases, web services to provide information 6 to callers 7 Provides redundancy in case of failover of application or IVR servers 8 Support Virtualization The IVR needs to be sized for 30 agent's day one with upgradation to 100 agents in 9 future 10 Solution should integrate with Advanced Speech Recognition Solution 11 Should announce Estimated wait time for caller. 12 Should provide Music-On-Hold for time in queue. 13 IVR Application should support virtualization on standard hypervisors like VMWARE. IVR System should have common repository of prompts for self-service and call 14 queuing. It should be able to dynamically play the prompt for message-in-queue and self-service. IP PBX S.No Specifications Compliance The IP telephony system should be a converged communication System with ability to run TDM and IP on the same platform using same software load based on server and 1 Gateway architecture. The system should be capable of supporting Analogue and IP Telephones The single IP EPABX system should be provisioned to support up to 1000 stations (any mix/percentage of Analog/IP) to achieve the future capacity. All the users to be 2 managed in a single database, which is managed centrally, no multiple databases. CLI facility for all users should be provisioned from day 1. The number of phones to be registered day one should be based on the number of agents and supervisor. The system should be based on server gateway architecture with external appliance 3 server running on Linux OS. No card based processor systems should be quoted. 4 The voice network architecture and call control functionality should be based on SIP. The Communication Server/Call Server would be deployed in a active-active configuration over the distributed IP infrastructure (LAN/WAN). The call control system 5 should be fully redundant solution with NO single point of failure & should provide 1:1 redundancy. Both the servers should do call processing all the time and act as backup in case of the failure of one server. The system to have distributed architecture and the centralized control for all the IP 6 PBX entities in the network. It should be possible to have centralized applications like voice mail, UC for the network users. The communication feature server and gateway should support IP V6 from day 1 so as 7 to be future proof. It should be possible for the IP phone to be connected on the same line which is 8 connected to the computer i.e. Single wire to desk. Call control server/ appliance should be Intel based hardware with necessary 9 configuration to support the desired expandability. No proprietary hardware is acceptable. The system software version offered should be the latest release as on the date of 10 supply of EPABX as available globally. The offered solution must provide a standard based mechanism for QoS 11 implementation. System should allow direct registration / profile creation of SIP endpoints onto it and 12 perform all functions of Proxy/ Registrar / Redirect etc S.No Specifications Compliance Quality of Services (QoS) would be configured to administer the call and ensure voice 13 traffic get priority over normal traffic. 14 Should support LDAP integration for directory synchronization & user authentication. Support for call-processing and call-control : 1 Should support signaling standards/Protocols - SIP, MGCP, H.323, Q.Sig. 2 Voice CODEC support - G.711, G.729, G.729ab, g.722, ILBC 3 Video codecs: H.261, H.263, H.264, and Wideband Video Codec 4 Video telephony support (H.323, and SIP) Support for configuration database (contains system and device configuration 5 information, including dial plan) Having inbuilt administration web based administration. No additional thick client for 6 administration on the Admin PC. Should also support HTTPS for management. 7 Should support 6 party ad-hoc conferencing. IP Phone Address Book Synchronizer—allows users to synchronize Microsoft Outlook 8 or Outlook Express address books with Personal Address Book. Should provide Single Number Reach (Simultaneous Ring on IP phone and user defined 9 alternate phone) for all the IP phone users. System Management & monitoring 1 The System should have GUI support web based management console System should provide management tool to monitor system performance, device 2 status, device discovery and CTI applications. 3 Should provide alert notifications for troubleshooting performance 4 It should support secure HTTPS & TCP to troubleshoot system problems. Generate various alerts in the form of e-mails, for objects when values go over/below 5 pre-configured threshold levels. 6 Should monitor the system in real-time on a set of preconfigured parameters. It should be possible to configure the sample interval rate for the applicable 7 performance monitoring. The management platforms must provide different levels for accessing the system 8 based on the role being played by the user who is accessing the system. The administrator should have the highest authority. Should provide a daily summary report of key monitoring parameters like Call Activity 9 (No of calls attempts and completed), Device status (Number of registered phones / gateways / trunks per server), server status (load on server resources), alert status etc. Security : The protection of signallings connections over IP by means of authentication, Integrity 1 and encryption should be carried out using TLS. 2 The password and Access Control must Include the following: a. Passwords to prevent the possibility of an aggressor to easily read or deduce system or account access password. b. Password aging with Configurable time periods. 3 System should support MLPP feature. S.No Specifications Compliance Proposed system should support SRTP for media encryption and signalling encryption 4 by TLS. Secure HTTP support for Call Server Administration, Serviceability, User Pages, and Call 5 Detail Record Analysis and Reporting Tool. Should support Secure Sockets Layer (SSL) for directory. The administrator logging on to the call control server needs to authenticate by 6 suitable mechanism such as User Login Information and Passwords/ Radius Server. End user / system Features required: 1 Dial-plan partitioning 2 The system should support at least 13-digit numbering scheme. 3 Distributed call processing 4 Hotline and private line automated ring down (PLAR) 5 Interface to H.323 gatekeeper for scalability, CAC, and redundancy 6 Multi-Level Precedence and Pre-emption (MLPP) 7 Q.SIG (International Organization for Standardization [ISO]) Secure HTTP support for Call Server Administration, Serviceability, User Pages, and Call 8 Detail Record Analysis and Reporting Tool. 9 Secure Sockets Layer (SSL) for directory Phone Security: TFTP files (configuration and firmware loads) are signed with the self- 10 signed certificate of the TFTP server. The Call Server system admin will be able to disable http and telnet on the IP phones 11 SIP trunk (RFC 3261) and line side (RFC 3 261-based services) 12 SIP trunk Call Admission Control (SIP CAC) 13 Time-of-day, day-of-week, and day-of-year routing and restrictions The proposed system should support automatic route selection (ARS) and least Cost routing (LCR) features to route the calls based on priorities related to user profile, 14 tariff, and network availability, along the most cost-effective path. This service will be transparent for users and irrespective of the physical carrier connection. Distinctive Ringing. The system should provide audibly different station ringing 15 patterns to distinguish between internal and external calls IP Phone S.No Specifications Compliance 1 The phone should meet the following specifications 2 The phone should be SIP based. Should have 3.511 or higher diagonal Display and supporting resolution of 320 x 160 or 3 better pixel. 4 Should have full duplex speaker phone and dedicated headset port with RJ-9 interface. 5 It should support G.711, G.722, G.729a and iLBC audio compression codecs. Should provide the directory services to the user by displaying the missed, received 6 and dialled call details including the caller ID and calling time. 7 Should have 2 or more programmable line keys. 8 Should have 2 or more programmable soft keys. 9 Should support IEEE 802.3af POE Class 1, and external AC power adapter option. The phone should have two 10/100 BASE-T Ethernet ports, one for the LAN connection 10 and the other for connecting to PC/laptop. 11 The phone should support QoS mechanism through 802.1p/q. 12 The phone should support XML based services and applications. VOICE LOGGER S.No Specifications Compliance Should be a software-based recorder that provides full-time recording and compliance recording to help contact centres increase operational effectiveness, reduce liability, comply with all industry standards, expedite dispute resolution. and should provide a suite of solutions that work across the interaction channels and areas of your enterprise that impact the customer experience. Should use standard protocols that enable deployment in a wide variety of enterprise 1 environments. Should support deployment in dynamic environments and supports additional voice 2 cards, new technologies and integration with new encoding formats. 3 Should be scalable to any organization size by simply adding Recorder servers. For high availability and maximum uptime, Solution should provide recording 4 redundancy and support clustered and N+N recording Should support archiving campaigns/recordings to non-removable media such as 5 SAN/NAS, FTP. Should support browser-based application that allows you to search for and replay 6 recorded contacts, such as telephone interactions with different search criteria like date and time ranges, extension numbers and agent names; where applicable. Should support traditional TDM, IP, Session-Initiated Protocol (SIP), and mixed 7 telephony environments. Should provide a lower total cost of ownership with reliable performance, easy 8 serviceability, and the convenience of non-proprietary, open standards storage. Should support encryption capabilities to protect data when recorded, in transit, and 9 archived. PoE LAN Switch S.No Specifications Compliance The switch should support a minimum of 12 x 10/100/1000 Gigabit Ethernet POE+ 1 Ports with power budget of 240Watts 2 The switch should support a minimum of 2 x 10G SFP+ Uplinks Ports 3 The switch should support Forwarding bandwidth of 34 Gbps 4 The switch should have Packet Forwarding Rate of 23 Mpps 5 The switch should support 4000 VLAN IDs 6 The switch should support IEEE 802.1D Spanning Tree Protocol 7 The switch should support IEEE 802.1p 8 The switch should support IEEE 802.1Q Trunking 9 The switch should support IEEE 802.1s Multiple Spanning Tree (MSTP) 10 The switch should support IEEE 802.1w Rapid Spanning Tree (RSTP) 11 The switch should support IEEE 802.1x 12 The switch should support IEEE 802.1ab (LLDP) 13 The switch should support IEEE 802.3ad Link Aggregation Control Protocol (LACP) Complaint Handling -Complaint management system S.No Specifications Compliance The offered solution shall have capability to generate trouble tickets/tokens of complains through voice, email, sms, chat, or any sources connected to system to proceed in work order traversing to different nodes . A work flow system shall be provided for complaint handling. The work flow system shall support close circle process from the trouble ticket is generated, it shall be dispatched by the back office and it shall be processed by the different related department. The whole process flow shall be able to be customized and changed to adapt the real service requirement. A GUI tool shall be provided for the process flow customization. The whole process shall be able to be monitored. Overtime control and alarm shall be supported. There shall be SLA control for the process flow. The typical process flow shall be exported to the KBS as study case and training material. Manpower 1 Supply of Manpower (Agent per seat) Per year / Per Agent For 5 Years 2 Technical support charges Per Year For 5 years