Indian Oil Corporation Limited
CENTRAL PROCUREMENT ORGANISATION (M) BHARAT PETROLEUM CORPORATION LIMITED ‘A’ INSTALLATION, SEWREE-FORT ROAD SEWREE (EAST), MUMBAI-400015 OPEN TENDER
NEW REWARDS MANAGEMENT & FULFILMENT FOR BPCL LOYALTY PROGRAMME
TENDER CRFQ NUMBER: 1000343219 E-TENDER SYSTEM NUMBER: 67171 DUE DATE: 02.01.2020 AT 15:00 HRS IST
PRE-BID MEETING: 18.12.2019 (11:00 HRS) AT CPO(M), BPCL, SEWREE(EAST),MUMBAI
CPO:GR-II/19-20/Loyalty programe
FOR CLARIFICATIONS REGARDINGTHIS TENDER:
Contact Postal Address E-Mail ID Contact No. Person Varun Sharma Central Procurement Org. +91 22 24176420 [email protected] (Proc. Officer) (M), +91 7045918748 A-Installation, Sewree-Fort Sekhar Babu P S +91 22 24176404
Road, Sewree (East), [email protected] (Proc. Leader) Mumbai 400015 +91 9833676500
SUBJECT: TENDER FOR NEW REWARDS MANAGEMENT & FULFILMENT FOR BPCL LOYALTY PROGRAMME
CRFQ NUMBER : 1000343219
E-TENDER NUMBER: 67171
1. ABOUT THE COMPANY: Bharat Petroleum Corporation Ltd. (BPCL) is a Fortune 500 Maharatna Oil Refining and Marketing company in India. The company produces a diverse range of products, from petrochemicals and solvents to aircraft fuel and specialty lubricants and markets them through its wide network of Petrol Stations, Kerosene Dealers, LPG Distributors and Lube Shoppe’s.
The Retail SBU is engaged in the retailing of Petrol, Diesel, Kerosene and their branded versions, besides various Non-Fuel Products and value-added services through its robust network of over 14,000 Retail Outlets spread across the country.
2. OBJECTIVE OF THE TENDER:
Bharat Petroleum Corporation Limited (BPCL) intends to hire a Rewards Manager for BPCL Reward Management and Fulfilment of Loyalty Programme.
The objective of this tender is to invite technical and commercial offers for the New Rewards Management & Fulfilment for BPCL Loyalty Programme
i) Bidder should be able to Manage BPCL Rewards and end to end Fulfillment for their Loyalty Programs Petro Bonus, Smart Fleet & Partner Loyalty Programs.
ii) Bidder to facilitate E-Vouchers and E Gift Cards All India basis.
iii) Bidder should have tie up with various Merchants / Establishments on all India basis for providing wide range of value vouchers.
iv)Bidder should provide a suitable portal for fulfillment activities of Rewards by integrating with BPCL loyalty reward programme, and bidder would be required to operate from this portal only.
v) Bidder’s solution / proposed solution should have APIs for third party integration for direct account loading and voucher generation.
3. THIS TENDER DOCUMENT CONSISTS OF THE FOLLOWING ANNEXURES, WHICH ARE ENCLOSED: (A) TECHNO-COMMERCIAL BID:
Annexure-I : General Instructions to Vendors for E-Tendering Annexure-II : Bid Qualification Criteria Annexure-III : Scope of Work Annexure-IV : Special Purchase Conditions Annexure V: Service Level Agreement Annexure VI: General Conditions of Contract Annexure-VII: Integrity Pact Annexure-VIII: Techno Commercial Details Annexure IX: Declaration of Holiday Listing/Liquidation
Information pertaining to Particulars of Tenderers and Relationship with Directors shall have to be submitted online.
(B) PRICE BID: A price bid shall also have to be submitted online as provided in E-tender.
4. EARNEST MONEY DEPOSIT (EMD):
EMD of Rs. 7,50,000/- (Seven Lakhs Fifty Thousand) is required to be submitted (if applicable) in physical form, either in the form of Bank Guarantee OR crossed A/c Payee demand draft in favour of M/s. Bharat Petroleum Corporation Ltd., payable at Mumbai, at our office in a sealed cover addressed to Procurement Leader (Group- 2), with the following boldly super-scribed on the outer cover: CRFQ number Item Due Date/ Time Name of the Tenderer
It should be dropped in the tender box or sent by Registered Post/ Courier to the following address so as to reach on or before the due date & time of the tender:
Bharat Petroleum Corporation Limited (Mktg.) Central Procurement Organization (CPO), A-Installation, Sewree-Fort Road, Sewree (East), Mumbai-400015
BPCL will not be responsible for non-receipt of instrument(s) due to postal delay/ loss in transit etc. Bid received without the EMD is liable to be rejected.
EXEMPTION FROM EARNEST MONEY DEPOSIT (EMD):
Micro and Small Enterprises registered with District Industries Centres or Khadi and Village Industries Commission or Khadi and Village Industries Board or Coir Board or National Small Industries Corporation or Directorate of Handicrafts and Handloom or any other body specified by Ministry of Micro, Small and Medium Enterprises are exempted from submission of EMD.
Vendor has to upload the necessary documents as mentioned above to claim exemption for Earnest Money Deposit.
EMD FOREFEITURE & RETURN OF EMD: EARNEST MONEY DEPOSIT WILL BE FORFEITED IN THE EVENT OF:
(a) Withdrawal of offer while the offer is under consideration during the offer validity period.
(b) Tenderer not accepting our Purchase Order, if placed without prejudice to our rights to recover damages on account of breach of contract.
(c) Non-confirmation of acceptance of order within the stipulated time after placement without prejudice to our rights to recover damages on account of breach of contract.
(d) Any unilateral revision made by the tenderer during the validity period of the offer.
5. Pre-Bid Meeting for the tender will be held on 18.12.2019 commencing at 11:00 Hrs IST at following address:
Bharat Petroleum Corporation Limited (Mktg.) Central Procurement Organization (CPO), A-Installation, Sewree-Fort Road, Sewree (East), Mumbai-400015
6. Online submission of the tender under the digital signature of the authorized signatory shall be considered as token of having read, understood and totally accepted all the terms and conditions.
7. The vendors who are currently on BPCLs Holiday List or with other PSU Oil marketing companies i.e. HPCL and IOCL will not be considered.
8. BPCL reserves the right to accept any offer in whole or part or reject any or all offers without assigning any reason. BPCL is also not bound to accept the lowest Bid.
9. If BPCL is unable to evaluate any offer for want of information, such offer will not be considered.
10. BPCL reserves the right to change the quantity (increase/decrease) tendered.
11. BPCLs decision on any matter regarding short listing of Vendors shall be final and any applicant shall not enter into any correspondence with BPCL unless asked for.
12. Forming Cartel and quoting rates in groups would disqualify the supplier.
13. Bids submitted after the due date and time as mentioned above, or not in the prescribed format is liable to be rejected. BPCL does not take any responsibility for any delay in submission of online bids due to connectivity problem or non-availability of site and/or other documents to be uploaded online. No claims on this account shall be entertained.
14. Based on the information and documents submitted, the parties who are found to be techno commercially eligible shall qualify for the next round of the tender viz. price bid.
15. For e-tender related queries please contact: In case of any clarification pertaining to E- Procurement Process, the vendor may contact M/s. E-procurement Technologies representatives on Contact Numbers and E-Mail Ids, as appended below.
Contact E-Mail ID Contact No. Sapkale Harshal +91 22 24176419 E-Procurement [email protected] 079 68136861 Technologies Limited, [email protected] 033 24293447 Ahmadabad, Kolkata, [email protected] 0120 2474951 Delhi
16. For clarifications, if any, please feel free to contact on 022-24176420 on any working day between 10:00 am to 4:00 pm.
Yours faithfully, for BHARAT PETROLEUM CORPORATION LIMITED
Sd/- ______Sekhar Babu P S Procurement Leader-Group II ANNEXURE-I: GENERAL INSTRUCTIONS TO VENDORS FOR E-TENDERING
1. Interested parties may download the tender from BPCL website (http://www.bharatpetroleum.in) or the CPP portal (http://eprocure.gov.in) or from the e-tendering website (https://bpcleproc.in) and participate in the tender as per the instructions given therein, on or before the due date of the tender. The tender available on the BPCL website and the CPP portal can be downloaded for reading purpose only. For participation in the tender, please fill up the tender online on the e- tender system available on https://bpcleproc.in.
2. For registration on the e-tender site https://bpcleproc.in, you can be guided by the “Instructions to Vendors” available under the download section of the homepage of the website. As the first step, bidder shall have to click the “Register” link and fill in the requisite information in the “Bidder Registration Form”. Kindly remember your e-mail id (which will also act as the login ID) and the password entered therein. Once you complete this process correctly, you shall get a system generated mail. Login in to the portal using your credentials. When you log in for the first time, system will ask you to add your Digital Signature. Once you have added the Digital Signature, please inform us by mail to the vendor administrator [email protected] with a copy to [email protected] for approval. Once approved, bidders can login in to the system as and when required.
3. As a pre-requisite for participation in the tender, vendors are required to obtain a valid Digital Certificate of Class IIB and above (having both signing and encryption certificates) as per Indian IT Act from the licensed Certifying Authorities operating under the Root Certifying Authority of India (RCIA), Controller of Certifying Authorities (CCA). The cost of obtaining the digital certificate shall be borne by the vendor.
In case any vendor so desires, he may contact our e-procurement service provider M/s. E- Procurement Technologies Limited, Ahmadabad, Kolkata & Delhi (Contact No.: 079 68136861, 033 24293447 & 0120 2474951) for obtaining the digital signature certificate.
4. Corrigendum/ amendment, if any, shall be notified on the site https://bpcleproc.in. In case any corrigendum/ amendment is issued after the submission of the bid, then such vendors who have submitted their bids, shall be intimated about the corrigendum/amendment by a system- generated email. It shall be assumed that the information contained therein has been taken into account by the vendor. They have the choice of making changes in their bid before the due date and time.
5. Price bid of only those vendors shall be opened whose Techno-Commercial bid is found to be acceptable to us. The schedule for opening the price bid shall be advised separately.
6. Directions for submitting online offers, electronically, against e-procurement tenders directly through internet: (a) Vendors are advised to log on to the website (https://bpcleproc.in) and arrange to register themselves at the earliest, if not done earlier.
(b) The system time (IST) that will be displayed on e-Procurement web page shall be the time considered for determining the expiry of due date and time of the tender and no other time shall be taken into cognizance.
(c) Vendors are advised in their own interest to ensure that their bids are submitted in e- Procurement system well before the closing date and time of bid. If the vendor intends to change/revise the bid already submitted, they shall have to withdraw their bid already submitted, change / revise the bid and submit once again. In case vendor is not able to complete the submission of the changed/revised bid within due date & time, the system would consider it as no bid has been received from the vendor against the tender and consequently the vendor will be out of contention. The process of change / revise may do so any number of times till the due date and time of submission deadline. However, no bid can be modified after the deadline for submission of bids.
(d) Once the entire process of submission of online bid is complete, they will get an auto mail from the system stating you have successfully submitted your bid in the following tender with tender details.
(e) Bids / Offers shall not be permitted in e-procurement system after the due date / time of tender. Hence, no bid can be submitted after the due date and time of submission has elapsed.
(f) No manual bids/offers along with electronic bids/offers shall be permitted.
7. For tenders whose estimated procurement value is more than Rs. 10-Lacs, vendors can see the rates quoted by all the participating bidders once the price bids are opened. For this purpose, vendors shall have to log in to the portal under their user ID and password, click on the “dash board” link against that tender and choose the “Results” tab.
8. No responsibility will be taken by BPCL and/or the e-procurement service provider for any delay due to connectivity and availability of website. They shall not have any liability to vendors for any interruption or delay in access to the site irrespective of the cause. It is advisable that vendors who are not well conversant with e-tendering procedures, start filling up the tenders much before the due date /time so that there is sufficient time available with him/her to acquaint with all the steps and seek help if they so require. Even for those who are conversant with this type of e- tendering, it is suggested to complete all the activities ahead of time. It should be noted that the individual bid becomes viewable only after the opening of the bid on/after the due date and time. Please be reassured that your bid will be viewable only to you and nobody else till the due date/ time of the tender opening. The non availability of viewing before due date and time is true for e-tendering service provider as well as BPCL officials.
9. BPCL and/or the e-procurement service provider shall not be responsible for any direct or indirect loss or damages and or consequential damages, arising out of the bidding process including but not limited to systems problems, inability to use the system, loss of electronic information etc.
10. Singular and Plural: In these tender documents unless otherwise stated specifically, the singular shall include the plural and vice-versa wherever the context so requires. Words indicating persons shall include relevant incorporated companies/registered as associations/ body of individual/ firm or partnership.
11. Techno-commercial bid (consisting of all the attached tender documents, Techno-commercial Form and Declaration Form) and Price bid as well as the Integrity Pact duly signed, witnessed and uploaded (as mentioned in clause (16) below) shall form the part of the tender. Both the techno-commercial bid and the price bid will be online only. Only EMD is exception to this rule, which will have to be submitted in envelope.
12. Bidders are requested to accept the Integrity Pact (IP) document by signing it. This document is essential & binding. Bidder’s failure to accept the IP document shall result in the bid not being considered for further evaluation.
13. All the supporting documents should be legible and duly signed, stamped and attested by the authorized signatory as specified in clause (17) below, before uploading them online.
14. Techno-commercial bid and price bid shall be required to be digitally signed with a class IIB or above digital signature by the authorised signatory. The authorized signatory shall be: (a) Proprietor in case of proprietary concern. (b) Authorised partner in case of partnership firm. (c) Director, in case of a limited Company, duly authorized by its board of directors to sign.
If for any reason, the proprietor or the authorised partner or director as the case may be are unable to sign the document, the said document should be signed by the constituted attorney having full authority to sign the tender document and copy of such authority letter as also the power of attorney, duly signed in the presence of a Notary public should be submitted online with the bid.
15. Bidder to Obtain His Own Information:
The bidder in fixing rate shall for all purposes whatsoever be deemed to have himself independently obtained all necessary information for the purpose of preparing his tender. The bidder shall be deemed to have examined the tender Documents, to have generally obtained his own information in all matters whatsoever that might affect the carrying out the works at the scheduled rates and to have satisfied himself to the sufficiency to his tender. Any error description of quantity or omission there from shall not vitiate the contract or release the bidder from executing the work comprised in the contract according to the Specifications at the scheduled rates. He is deemed to have known the scope, nature and magnitude of the works and the requirements of materials and labour involved etc. and as to what all works he has to complete in accordance with the contract documents whatever be the defects, omissions or errors that may be found in the Contract Documents.
Any neglect or failure on the part of the bidder in obtaining necessary and reliable information upon the foregoing or any other matters affecting the contract shall not relieve him from any risk or liabilities or the entire responsibility from completion of the works at the scheduled rates and time in strict accordance with the contract documents.
No verbal agreement or inference from conversation with any officer or employee of the owner either before or after the execution of the contract agreement shall in any way affect or modify any of the terms or obligations herein contained. ANNEXURE-II: BID QUALIFICATION CRITERIA
BPCL would like to qualify vendors for undertaking the above work as indicated in the brief scope. The detailed bid qualification criteria for short listing vendors shall be as follows:
I. Technical Criteria:
The Bidder shall have experience of having successfully completed similar works during last 7 years in India, ending on last day of the month previous to the one in which tender is invited. The value of the works completed (proof of completion to be submitted) should be as follows: 1) One similar work costing not less than INR 18.50 crores OR
2) Two similar works of total value not less than INR 23.10 crores.
OR 3) Three similar works of total value not less than INR 27.70 crores.
Definition of Similar Work/s:
“Digital Platform for creation of vouchers through redemption”.
The following documents should be submitted in support of the above mentioned criteria as per clause (a) of the Technical Criteria requirement as mentioned above: i. Signed Agreement/PO copy/Work order/LOI or any other document which shows value of awarded works. ii. Completion Certificate/Final Bill certified by the client or any other document which conclusively proves completed value of similar work (or additional requirement) as defined above.
II. Financial Criteria: a. The average annual turnover of the Bidder for the last three accounting years should be equal to or more than Rs. 3.50 Crores. b. The bidders should have positive net worth as per the latest audited financial statement. Bidder shall furnish Annual Report/ audited balance sheets including Profit and Loss Accounts along with the Bid to establish Bidder's conformance to Qualification Criteria.
All documents related to Technical and Financial Criteria should be verified by the TPIA which are accredited under “NABCB accredited bodies as per requirement of ISO/IEC 17020 as Type “A” in QCI’s NABCB website (nabcb.qci.org.in/accreditation/reg_bod_inspection_bodies.php) as on due date of bid submission.
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III. Bids may be submitted by:
The bids may be submitted by an Indian vendor (which has completed 3 financial years after date of commencement of business) only. JV/Consortium bids will not be accepted.
IV. Declarations by the Bidder:
. Bidder shall not be under liquidation, court receivership or similar proceeding. . Bidders serving any Holiday Listing orders issued by BPCL or MOPNG debarring them from carrying on business dealings with BPCL/ MOPNG or serving a banning order by another Oil PSE shall not be considered for evaluation and ordering.
Bidders need to submit the above declarations in the online portal. Bidders who do not satisfy the above conditions will not be considered for evaluation and ordering.
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ANNEXURE III- SCOPE OF WORK 1. Background :
A. Loyalty customers/members will redeem their reward points (Petromiles) for Value Vouchers using the following modes/platforms. Vendor is required to have infrastructure to meet this requirement:
a) Customer Portal b) Mobile Platform
B. Successful Bidder herein after called / referred as “Reward Manager” or “Vendor”.
C. Redemption could be for an e-voucher (stand-alone E-Voucher in the form of M-Code or E-Code, or E-Voucher through a wallet) for a value.
D. Reward Manager to provide all the following features under this scope of work.
a) E-Voucher (m-code, e-code) for one time use / multiple use (will cater to customers who does redemption through integrated BPCL portal) b) A portal for redemption by customers and integrate with BPCL portal. c) Platform for purchasing of Fuel Vouchers by any customers.
E. Value voucher for particular product/merchant/Retail Brand from a predetermined list should be made available. Vendor to enhance and refresh such list of merchants and vouchers for every quarter only on receipt of advice from BPCL.
F. Redemption portal of Vendor should be integrated with BPCL reward management module portal for which BPCL will provide / publish APIs and portal should have BPCL branding and look and feel of the portal should be decided mutually. BPCL will not make any payment for development of such portal if any.
G. Issuance of E-Voucher should be real time basis or maximum within one hour from time of redemption for all the cases where redemption is done on integrated portal.
H. Communicate the customer through SMS and e-mail on every successful event of issuance of E-Voucher.(mobile number and e-mail id will be made available in redemption file).
I. To handle E-Vouchers effectively, vendor should have a robust tried and tested electronic platform/engine and a mobile platform, so that timelines are met.
J. Specific value vouchers/product vouchers should be delivered as m-code or e-code for customer to redeem at the brand specific and designated list of stores, without any hassles as per published terms and conditions of the particular brand.
K. The validity period of E-Vouchers, M-Codes is governed by validity clause of the individual brand.
L. On expiry of contract period, Vendor should ensure that vouchers issued during the contract period are honored by the respective merchants till the validity period of that voucher. (Vendor should confirm this on their letter head before the end of the contract).
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2. Reward Catalogue
A. Vendor should create appropriate html pages for rewards catalogue and share with BPCL for linking/publishing in Program web site. (governed by SLA).
B. Reward items under E-Voucher should be added with new brands and refreshed with appropriate additions and deletions every quarter in consultation with BPCL. The Vendor is expected to add new on line Merchants as per the market trends to their portfolio so that reward catalogue appear latest and customers are encouraged to experience new brands and new items.
C. The estimated amount assigned (given in the price bid) against E-Voucher is indicative in nature and they are interchangeable between / within the categories based on the customers preferences or when estimated value exhausts for either vouchers. The agreed discount on either voucher will be applicable on transferred quantity, e.g. Transferring Croma 1000 quantity to Lifestyle, here agreed discount on Lifestyle will be applicable for these 1000 transferred quantity.
D. BPCL reserves the right to enhance the tender value upto 20% (variation order) of the total Tender Value under same terms and conditions.
E. Value Vouchers will be in the various denominations for various brands under their category. Bidder is expected to quote the % of discount offered for the particular line item.
F. Following Vouchers under each category which vendor is expected to provide:
Category/ Rewa Catego Rewa Sr Sr No. of rd ry/No. rd No No items Code Reward Name of items Code Reward Name Bluestone Diamond Gift Voucher (EGV) - Van Heusen (EGV) - 1 Rs.500/- 22 Rs.500/- Jewellery 1 Joyallukas - Jewellery Westside (EGV) - (03) Lifestyl 2 Only (EGV) - Rs.500/- 6 23 Rs.500/- e (25) Tanishq - Jewellery Only Woodland (EGV) - 3 (EGV) - Rs.500/- 24 Rs.500/- Croma (Electronic) Talwalkars (EGV) - 1 (EGV) - Rs.500/- 25 Rs.500/- Electronic Reliance Digital (EGV) - Clear Trip (EGV) - 2 s (03) 2 Rs.500/- 1 Rs.500/- Spice Hot Spot (General) Travel Make My Trip (EGV) 7 3 (EGV) - Rs.500/- (03) 2 - Rs.500/- Baskin Robbins (EGV) - Yatra.Com (EGV) - 1 Rs.500/- 3 Rs.500/- Café Coffee Day (EGV) - Aircel (EGV) - 2 Rs.500/- 1 Rs.50/- Dining Dominos (EGV) - Airtel (EGV) - 3 Mobile (07) 3 Rs.500/- 2 Rs.50/- 8 Top Up BSNL (EGV) - (08) 4 KFC (EGV) - Rs.500/- 3 Rs.50/- 1 Mainland China (EGV)2 - Idea Cellulor (EGV) - 5 Rs.500/- 4 Rs.50/-
Pizza Hut (EGV) - MTNL (EGV) - 6 Rs.500/- 5 Rs.50/- Sweet Bengal (EGV) - Reliance (EGV) - 7 Rs.500/- 6 Rs.50/- Amazon.in (EGV) - Tata Docomo (EGV) 1 Rs.500/- 7 - Rs.50/- E- Vodafone (EGV) - 4 Commerc 2 Flipkart (EGV) - Rs.500/- 8 Rs.50/- e (03) ICICI (EGV) - 3 Myntra (EGV) - Rs.500/- 1 Rs.500/- Fast Entertain Bookmyshow (EGV) - HDFC (EGV) - 5 9 Tag ment (01) 1 Rs.500/- 2 Rs.500/- (03) AXIS (EGV) - 1 Bata (EGV) - Rs.500/- 3 Rs.500/- Big Bazaar (EGV) - Policy Bazar (EGV) - 2 Rs.500/- 1 Rs.500/- Comme Easy Insurance India rcial 3 Central (EGV) - Rs.500/- 2 (EGV) - Rs.500/- 10 Vehicle Fashion Big Bazaar - Royal Sundaram Insuran 4 Rs.500/- 3 (EGV) - Rs.500/- ce (04) Fastrack (EGV) - IFFCO Tokio (EGV) - 5 Rs.500/- 4 Rs.500/- Flying Machine (EGV) - Vehicle Tracknovate (EGV) - 6 Rs.500/- Trackin 1 Rs.500/- Home Centre (EGV) - g Geotracker (EGV) - 11 7 Rs.500/- System 2 Rs.500/- Instrum VLT-Vodafone 8 Levis (EGV) - Rs.500/- ent (03) 3 (EGV) - Rs.500/- Lifestyle (EGV) - Ceat (EGV) - 9 Rs.500/- 1 Rs.500/- Louis Philippe (EGV) - HCV/L Apollo (EGV) - CV 10 500/- 12 2 Rs.500/- Marks & Spencer (EGV) Tyres MRF (EGV) - Lifestyle (04) 6 11 - Rs.500/- 3 Rs.500/- (25) 12 Nike (EGV) - Rs.500/- 4 JK (EGV) - Rs.500/- TATA Motors (EGV) 13 Only (EGV) - Rs.500/- OE Tie 1 - Rs.500/- Up for Ashok Leyland 13 Only (EGV) - Rs.500/- Comme 2 (EGV) - Rs.500/- 13 Pantaloons (EGV) - rcial Volvo Eicher (EGV) - 14 Rs.500/- Vehicle 3 Rs.500/- Peter England (EGV) - Servici Bharat Benz (EGV) - 15 Rs.500/- ng (04) 4 Rs.500/- Prestige (EGV) - Exide (EGV) - 16 Rs.500/- 1 Rs.500/- Raymond (EGV) - Dynex (EGV) - Comme 17 Rs.500/- 2 Rs.500/- rcial Shoppers Stop (EGV) - Amaron (EGV) - 14 Vehicle 18 Rs.500/- 3 Rs.500/- Battery Star Bazaar (EGV) - PowerZone (EGV) - (05) 19 Rs.500/- 4 Rs.500/- SF Sonic (EGV) - 20 Titan (EGV) - Rs.500/- 5 Rs.500/- 1 US Polo (EGV) - 3 21 Rs.500/-
2.1 Integration
a) Reward Catalogue will be developed, maintained and managed by BPCL & its respective Vendor.
b) The Vendor to provide suitable APIs for incorporating the redemption functionality in Reward Catalogue of BPCL.
c) Integration of APIs with Reward Catalogue is in the scope of BPCL and its Vendor. Redemption status can be checked through a hyperlink which will lead to appropriate page of Vendor’s portal. The user can input appropriate parameters to view the redemption details.
3. Electronic Vouchers (EV) Fulfillment
a) E-Voucher fulfillment to be supported with appropriate system data (no manual).
b) On receipt of the redemption entry through API / Portal E-Voucher (m-code, e-code) to be sent immediately ie on-line or max in one hour from the time data input.
c) In case of unsuccessful delivery of code to designated mobile / email, Vendor may make 3 attempts at different intervals up to two to three days either on the same numbers or on the alternate number provided by BPCL. Share the details of failed cases to BPCL on daily basis for reversing Petromiles to customers or provide input in BPCL portal through a file upload or as a manual input.
d) Duplicate / wrong deliveries will be at the cost of the Vendor.
e) Post-delivery, another communication through SMS and e-mail should be sent to consignee informing the date of delivery and name of receiver basis mobile / e-mail details provided.
4. Reward Delivery Mechanism
a) Vendor should provide on-line tracking feature in portal and update reward fulfillment details in all modes (ie E-Voucher) within reasonable time of 1 day from the date of voucher generation. There should not be a longer time lag. Also integrate this feature with BPCL portal. Tracking feature should be made available within one month from LOI date. Vendor either to provide details of tracking / delivery to BPCL or BPCL website manager for uploading or a suitable link will be provided to the Vendor to integrate or upload the required details. An appropriate MIS and end to end reconciliation to be done at the end of every month covering all the aspects of this tender.
b) Vendor will be solely responsible for any wrong delivery of E-Vouchers to wrong customer. BPCL will not be responsible for such wrong deliveries. The Vendor would be required to provide status reports covering all the operations under this scope. Such reports could be on-line, file upload or file transfer and formats will be mutually discussed.
5. Reward Logistics
a) Vendor will maintain electronic Proof of delivery required for the dispatch of E-Vouchers. Vendor shall store all the electronic Proof of delivery till the completion of contract period. Post completion of contract period a consolidated record of PODs and other details should be provided to BPCL. Security Deposit will be released on the basis of the final submission of such data on CD / any other electronic1 form. . 4
b) Month end reconciliation of invoice against deliveries - Vendor would undertake a reconciliation of electronic PODs and submit report every month about indent / redemption data received, vouchers dispatched, unclaimed e-Wallets and invoices raised.
c) Vendor would handle / keep up-to-date record of all documentation related to indents and deliveries of vouchers. Govt levies and taxes if any on vouchers will be borne by Vendor.
d) Vendor would provide the details of any specific / all deliveries to BPCL as and when required / within one working day of such request made by BPCL.
e) Vendor will be solely responsible to ensure that the customer receives his redeemed reward in accordance to specified timelines (other than end merchant deliveries).
f) Customer complaints on rewards should be managed / resolved / addressed (as detailed under heading CUSTOMER SERVICE by the Vendor to the satisfaction of customer and BPCL
6. Reward Portal
Vendor should have a robust and sound reward portal and it should have at least following features:
a) Vendor Reward portal will be accessed by BPCL customers post log on the existing BPCL portal. BPCL will pass on certain credentials parameters along with the points balance to validate the BPCL customer.
b) Provision for sending single brand voucher to multiple users in one go.
c) BPCL can create multiple users on web portal / mobile app.
d) To check e-mail delivery status online for all redemption orders.
e) Should have permission to create sub users under single corporate-like BPCL HQ can create sub users for their RFSMs and others for view of reward status etc.
f) Vendor should be able to integrate with BPCL portal or BPCL should be allowed to integrate their program portal to authenticate Petromiles redemptions.
g) Single / Multiple voucher issuance support under one A/c.
h) Real time MIS of voucher issuance.
i) Real time reward order tracking.
j) Occasion wise E-mail banners can be customized in real time with related creative like; Birthdays, Holi, Diwali, Anniversary, New Year, Christmas.
7. Client Servicing
a) Vendor would be required to submit Weekly / Monthly status report to BPCL for all redemptions which shall include an executive summary of region wise count and their details including delivery status.
b) Individual ‘Rewards Redemption’ status would however be uploaded live on the BPCL’s PetroBonus & SmartFleet websites providing1 details as per the format agreed. (Giving details like redemption received date, Order No, 5dispatched date, status, etc.)
c) Month end report submission will include reconciliation with invoices raised and confirmation of exact status. d) Vendor would do detailed rewards analysis each quarter including denomination and category wise redemption analysis and a consolidated report would be presented to BPCL with their observations and recommendations on the nature of rewards / customer redemption behavior pattern etc. e) Vendor is responsible for acceptance of vouchers at the respective merchant establishments, issues if any with affiliates should be addressed quickly (not more than 2 days) without causing damage to reputation of the program. f) Vendor should have merchant engagement team covering pan India. g) Vendor should run exclusive campaigns with on-line and off-line merchants within the scope of the work for better customer experience. (Eg.movie tickets on release day, launch offers etc.) h) The Vendor should make random verification for actual delivery of vouchers (at least 10% of deliveries) thru Tele-calling and provide reports.
8. Customer Service: a) Vendor should have 7 days a week Call Center to resolve and reply all reward fulfillment related queries of end customers to BPCL field team in maximum 2 working days. b) In case of disputes, Vendor should provide necessary proof of fulfillment and redress. c) In case of non-availability of POD’s, Vendor will arrange the same within four working days. An Interim reply would be provided by Vendor wherever a delay is taking place in resolving the issues. Inability to address the same in the manner described above will be governed by SLA. d) In case of customer complaining about the non-delivery of E-Vouchers which has been reported as delivered, vendor would carry out investigation. In case of vendor being unable to establish issuance / delivery and BPCL confirms such non delivery, a replacement voucher shall be delivered immediately. In all cases the replacement voucher cost, and any other applicable cost would not be charged to BPCL. e) All established cases where the Vendor is unable to address the complaint of non-delivery within the stipulated time period, the cost of same will be debited to the Vendor. f) Any customer complaining about overcharging or non-acceptance of vouchers and with details of the merchant, should be addressed within two working days. g) Vouchers will be redeemed at stores as identified on the website of the brand. h) Customer complaints should be resolved within 2 working days from receipt of the complaint. i) Complaints to be analyzed with a view to minimize them. Action plan / strategy for reducing customer complaints should be presented in monthly meeting.
9. Reward Documentation
To summarize, the following documents will1 be generated by the Vendor: 6 a) Proof of delivery in electronic form for E-Vouchers (E-Code and M-code).
b) Invoices to be raised on bi-monthly basis, only for the delivered Vouchers. c) BPCL Weekly / Monthly Report including reconciliation. d) Weekly status reports of rewards vouchers and analysis. e) Bi-weekly customer query and response report. f) Customer complaints analysis. g) Any other data / document sought by BPCL with respect to Reward Management.
Copies of all documents should be made available to BPCL as and when required to ensure all customer issues with respect to the deliveries are resolved.
10. Commercial Terms
a) The period of engagement under this tender contract would be valid for a period of 2 years from the date of award of contract and with extension of 1 year or till the contract value is exhausted which is earlier.
b) BPCL will reserves the right of engage any suitable Vendors for any job related to Rewards.
c) Vendor would honor all the POs issued within the contract value.
d) The price validity for all vouchers in the rewards showcase shall be valid till the exhaustion of the complete contract value.
e) Vendor can raise invoices twice in a month for only delivered vouchers confirming and supported by proof of delivery.
f) BPCL would make payments in 10 to 15 working days subject to bills are properly drawn and supported with necessary POD and enclosures.
g) Payments will be made through NEFT.
h) Payments will be made at the discounted rates.
i) Design and develop pages on the BPCL website for the tracking of rewards as explained in the tender is mandatory for every vendor to deliver upon it.
j) Following facilities to be provided to BPCL with No Additional cost:
I. Website Site Development & Mobile Responsive site. II. Web site Hosting and Server Cost with Tech services. III. Call Center ( 7 days a week) IV. Customer Support Services and Program Management cost.
11. Reward Redemption Features In New Loyalty Program
BPCL’s two programs PetroBonus and SmartFleet have migrated to a New Loyalty Program The successful bidder will have to closely work with BPCL software developer to integrate the portals wherever necessary.
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ANNEXURE-IV: SPECIAL PURCHASE CONDITIONS
1. VALIDITY OF OFFER: The rate quoted against this tender is valid for 120 days from the date of opening of this tender.
2. CURRENCY: Bidders can quote in Indian rupees only.
3. Prices will remain firm for the supplies during the entire execution of order.
4. EVALUATION / ORDER AWARD CRITERIA:
This Tender is being invited through Open (Domestic) Tender as two part bid. The bid qualification evaluation of the received bids will be done as per the above bid qualification criteria and the technical bid of only the pre - qualified bidders will be evaluated subsequently. The weightages to various technical parameters is given in the tender, according to which the technical evaluation will be conducted. Bidders qualifying the minimum defined marks during technical evaluation will qualify for the opening of price bids.
The weightages given to criteria to be evaluated during technical evaluation is enclosed with the tender.
Only the price bids of the techno-commercially qualified bidders will be opened and evaluated. The order shall be placed on the lowest successful bidder for the complete job.
5. PAYMENT TERMS: (As mentioned in the Commercial Terms of Scope of work)
Bills to be sent to the following address:
CHIEF MANAGER SMART FLEET PROGRAMME, BHARAT PETROLEUM CORPORATION LTD, E & F, MAKER TOWERS, CUFFE PARADE, MUMBAI- 400005.
6. START-UPS MEDIUM ENTERPRISES:
In case a start-up is interested in supplying the tendered item, but does not meet the Pre- Qualification Criteria (PQC)/ Proven Track Record (PTR) of Prior Turnover norm as indicated in the tender document, i.e., in this case the Bid Qualification Criteria (BQC) Annexure I, the start- up may be requested to write a detailed proposal separately and not against the present tender requirement, to the tender issuing authority about its product. Such proposals should be accompanied by relevant documents in support of Start-ups as under:
(a) Certificate of Recognition issued by Department of Industrial Policy and Promotion (DIPP), Ministry of Commerce and Industry, GOI
(b) Certificate of Incorporation/Registration.
(c) Audited P&L statement of all the Financial Years since incorporation. In case where balance sheet has not been prepared, bidder shall submit a certificate in original from its CEO/CFO stating the turnover of the bidding entity separately for each Financial Year since incorporation along with a declaration stating the reason for not furnishing the audited P&L Statement. The certificate shall be endorsed by a Chartered Accountant/ Statutory Auditor.
1 9. Internet Security Policies 8
Vendor needs to adhere to Internet Security Policies
8. Sub-Contracting of Contract
Bidder to bid on sole credentials. Consortium, alliance, outsourcing, sub-contracting of Reward Management is not allowed. Bidder should have own / in-house servicing arm with clear hierarchy and controls, meeting requirement of Pan India customers. (Organogram and escalation matrix to be provided)
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Section - V SERVICE LEVEL AGREEMENT (SLA) (To be signed by Vendor and BPCL before commencement of job)
Sr. Activity Scope of work/Services Penalty No. 1 On line tracking system Reward fulfillment and status Rs.5000/- per month till the tracking mechanism (as per scope feature is in place. doc) non-compliance even after 1 month of operation. No upper cap on total penalty amount. 2 Delivery of E-Voucher Delivery of E-Vouchers (as per Rs.100 per each instance. scope doc) Noncompliance of proven instances.
No upper cap on total penalty amount. 3 Delivery verification Delivery verification as per scope Proven non-compliance will doc. Proven non-compliance. attract Rs.500 per month.
4 Customer Queries Vendor should handle all customer Proven noncompliance would related queries regarding rewards. attract penalty of Rs.50/- day.
All queries routed to vendor by BPCL would be responded within 2 working days.
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ANNEXURE-VI: GENERAL CONDITIONS OF CONTRACT
Bidders to find General Conditions of Contract (GCC) Annexure in e-portal.
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ANNEXURE VII- PROFORMA OF INTEGRITY PACT
Pre-signed Proforma of Integrity Pact is attached in the e-tender. Bidders have to download the Pre- signed Proforma Integrity Pact and upload the same in the e-tender Bid Forms, duly stamped, signed and witnessed.
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FOLLOWING DETAILS HAVE TO BE FILLED ONLINE:
ANNEXURE VIII- TECHNO-COMMERCIAL AND OTHER DETAILS
ANNEXURE IX- DECLARATION ON HOLIDAY LISTING AND LIQUIDATION
PRICE BID IS ENCLOSED IN E-TENDER.
NOTE: IN CASE OF ANY DEVIATION KINDLY MENTION IN THE DEVIATION ANNEXURE ENCLOSED IN THE BIDDING FORMS OF E-TENDER WITH JUSTIFICATION.
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