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Government of India Request for Proposal (E-Tender) for Providing Kisan Call Centres Services Reference: „RFP / KCC / DAC&A

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Government of India Request for Proposal (E-Tender) for Providing Kisan Call Centres Services Reference: „RFP / KCC / DAC&A Government of India Ministry of Agriculture& Farmer Welfare, Department of Agriculture & Cooperation& Farmers Welfare, Request for Proposal (e-Tender) For providing Kisan Call Centres Services Reference: „RFP / KCC / DAC&FW / FEBRUARY, 2018‟ TABLE OF CONTENTS TITLE PAGE No Disclaimer 3 Tender Notice 4 5-8 Instructions for Online Bid Submission Definitions 9-10 Project Description and Scope of Work 11-32 Instructions to Bidders 33-51 General Conditions for Bidding 52-61 Fundamental Requirements 62-67 Forms and Schedules 68-81 Annexures 82-93 Government of India Ministry of Agriculture & Farmers Welfare (Department of Agriculture, Cooperation & Farmers Welfare) DISCLAIMER The information contained in the Request for Proposal (RFP) document or subsequently, whether verbally or in documentary or any other form, by or on behalf of the Government of India, Ministry of Agriculture & Farmers Welfare (MoA & FW), Department of Agriculture, Cooperation & Farmers Welfare (DAC&FW) is provided to Applicants (Bidders/tenderers) on the terms and conditions set out in the RFP and such other terms and conditions subject to which such information is provided. The RFP is not an agreement and is neither an offer nor invitation by the Department of Agriculture, Cooperation & Farmers Welfare (DAC&FW) to the prospective applicants or any other person. The purpose of this RFP is to provide interested parties with information that may be useful to them in the formulation of their Proposals pursuant to this RFP. Information provided in this RFP to the Applicants is on a wide range of matters, some of which depend upon the interpretation of law. The information given is not an exhaustive account of statutory requirements and should not be regarded as a complete or authoritative statement of law. The Authorities accept no responsibility for the accuracy or otherwise for any interpretation or opinion in the law expressed herein. DAC&FW, MoA& FW also accepts no liability of any nature whether resulting from negligence or otherwise, however caused, arising from reliance of any applicant upon the statements contained in this RFP. DAC&FW may, in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information, assessment or assumption contained in this RFP. The issue of the RFP does not imply that DAC & FW is bound to select any Applicant or to appoint the Selected Applicant, as the case may be, for the consultancy and DAC & FW reserves the right to reject all or any of the proposals without assigning any reasons whatsoever. The applicant shall bear all its costs associated with or relating to the preparation and submission of its Proposal including, but not limited, to preparation, copying, postage, delivery fees, expenses associated with any demonstrations or presentations which may be required by DAC&FW or any other costs incurred in connection with or relating to its Proposal. All such costs and expenses will remain with the Applicant and DAC&FW shall not be liable in any manner whatsoever for the same or for any other costs or other expenses incurred by an applicant in preparation or submission of the proposal, regardless of the conduct or outcome of the selection process. 3 F. No.16-49/2017-KCC/EM Government of India Ministry of Agriculture and Farmers Welfare Department of Agriculture, Cooperation and Farmers Welfare Dated: 23 February, 2018 TENDER NOTICE Subject: e-Tender for Providing Kisan Call Centre Services to Ministry of Agriculture & Farmers Welfare (MoA& FW), Department of Agriculture, Cooperation and Farmers Welfare (DAC&FW)-reg. For and on behalf of President of India, e-bids are invited in two (Technical and Financial) bids system from reputed and experienced firms / companies for providing Kisan Call Centre Services to Department of Agriculture, Cooperation and Farmers Welfare (DAC&FW). 2. In case your firm/company is interested in providing KCC Services and fulfils the eligibility criteria, please apply in the prescribed proforma contained in RFP document (Technical bid and Financial bid) separately. The bids may be submitted only in online mode on Central Public Procurement Portal (http://eprocure.gov.in). The EMD may be submitted physically in the form of Demand Draft/Bank Guarantee in favour of “Drawing and Disbursing Officer (DDO), Directorate of Extension on or before 17:00 hours of March, 15, 2018. 3. All the required documents (self-attested) in support of eligibility criteria are to be submitted along with the tender documents. All tender documents should be numbered serially. Proposals may be submitted online at http://eprocure.gov.in after perusal of the detailed instructions for bidders. Details of the scheme are available at http://mkisan.gov.in and http://agricoop.nic.in. It is mandatory for the firm/company to submit proposal online within stipulated time failing which the proposal are liable to be rejected. 4. DAC&FW reserves the right to cancel the tender at any time / stage or relax /amend / withdraw any of the terms and conditions contained in the Tender document without assigning any reasons, thereof. 5. Tender document may be downloaded from the website of Central Public Procurement Portal (CPPP) http://eprocure.gov.inor from website of Department of Agriculture, Cooperation and Farmers Welfare (www.agricoop.nic.in) or on the Website of Directorate of Extension (www.krishivistar.gov.in). All queries relating to the process of online bid submission may be directed to the 24X7 CPP Portal Helpdesk (The contact number for the helpdesk is 1800 3070 2232. Foreign bidder can get help at +91-7873007972 & 7878007973). Sd- Director (Administration) Tel. No. 011-25841924 4 RFP/KCC/DAC&FW/18 INSTRUCTIONS FOR ONLINE BID SUBMISSION As per the directives of Department of Expenditure, this tender document has been published on the Central Public Procurement Portal (URL: http://eprocure.gov.in). The bidders are required to submit soft copies of their bids electronically on the CPP Portal, using valid Digital Signature Certificates. The instructions given below are meant to assist the bidders in registering on the CPP Portal, prepare their bids in accordance with the requirements and submitting their bids online on the CPP Portal. More information useful for submitting online bids on the CPP Portal may be obtained at: https://eprocure.gov.in/procure/app REGISTRATION 1) Bidders are required to Enroll on the e-Procurement module of the Central Public Procurement Portal (URL: https://eprocure.gov.in/eprocure/app) by clicking on the link “Click here to Enroll”. Enrolment on the CPP Portal is free of charge. 2) As part of the enrolment process, the bidder will be required to choose a unique username and assign a password for their accounts. 3) Bidders are advised to register their valid e-mail address and mobile numbers as part of the registration process. These would be used for any communication from the CPP Portal. 4) Upon enrolment, the bidders will be required to register their valid Digital Signature Certificate (Class III Certificates with signing key usage) issued by any Certifying Authority recognized by CCA India (e.g. Sify/TCS/n Code/e Mudhra etc.), with their profile. 5) Only one valid DSC should be registered by a bidder. Please note that the bidders are responsible to ensure that they do not lend their DSCs to others which may lead to misuse. 6) Bidder then logs in to the site through the secured log-in by entering their user ID/password and the password of the DSC/e Token. SEARCHING FOR TENDER DOCUMENTS 1) There are various search options build in the CPP Portal, to facilitate bidders to search active tenders by several parameters. These parameters could include Tender ID, organization name, location, date, value, etc. There is also an option of advanced search for tenders, wherein the bidders may combine a number to 5 search parameters such as organization name, form of contract, location, date, other keywords etc. to search for a tender published on the CPP Portal. 2) Once the bidders have selected the tenders they are interested in, they may download the required documents/ tender schedules. These tenders can be moved to the respective „My Tenders‟ folder. This would enable the CPP Portal to intimate the bidders through SMS/ e-mail in case there is any corrigendum issued to the tender document. 3) The bidder should make a note of the unique Tender ID assigned to each tender, in case they want to obtain any clarification/ help from the Helpdesk. PREPARATION OF BIDS 1) Bidder should take into account any corrigendum published on the tender document before submitting their bids. 2) Please go through the tender advertisement and the tender document carefully to understand the documents required to be submitted as part of the bid. Please note the number of covers in which the bid documents have to be submitted, the number of documents – including the names and content of each of the document that need to be submitted. Any deviations from these may lead to rejection of the bid. 3) Bidder, in advance, should get ready the bid documents to be submitted as indicated in the tender document/ schedule and they should be in PDF formats. Bid documents may be scanned with 100 dpi with black and white option. 4) To avoid the time and effort required in uploading the same set of standard documents which are required to be submitted as a part of every bid, a provision of uploading such standard documents (e.g. PAN card copy, annual reports, auditor certificates etc.) has been provided to the bidders. Bidders can use “My Space” area available to them to upload such documents. These documents may be directly submitted from the “My Space” area while submitting a bid, and need not be uploaded again and again.
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