CRFQ 1000181620 APPENDIX - A · CRFQ 1000181620 APPENDIX - A ... Short‐listed bidders would be required to make presentation ... 2 Payment Of Wages Act, 1936 & Payment Of Wages

CRFQ 1000181620 APPENDIX - A

Call Centre Set up Page 1 of 14

IIS (PROCUREMENT & CONTRACTS)

BHARAT PETROLEUM CORPORATION LIMITED

Bharat Bhavan II,

4 & 6, Currimbhoy Road,

Ballard Estate,

Mumbai 400 001.

Open Tender Through E- Procurement

Tender For Setting up of Call Centre

CRFQ NO.: 1000181620

DUE ON: 14.03.2013 AT 3.30 PM



Subject: Invitation of tender for Setting up of Call Centre (CRFQ no.1000181620 due on14.03.2013 at 3.30 pm)

Dear Sir / Madam,

1. You are invited to submit your offer in a two-part bid for the Subject job as per the technical specifications and on the terms & conditions contained in this tender document.

2. This tender document consists the following:

a) RFP for the tender - Appendix - A

3. Please visit the website https://bpcl.eproc.in for participating in the tender and submitting your bid online.

4. It is necessary, for all the un-registered vendors to submit an EMD

of Rs. 1 lakh by DD drawn on any scheduled Bank payable at Mumbai, in physical form in our office at the following address before due date and time failing which bids will not be considered:

Mr. SM Kulkarni, IIS Department, 2nd floor, Bharat Bhavan II, 4 & 6 Currimbhoy Road, Ballard Estate, Mumbai _ 400001

EMD of the unsuccessful bidders shall be returned after

finalization of the L-1 Bidder. EMD of the successful bidder shall be returned only on completion of registration formalities.

5. Your online Technical & Price bid as well as the instrument to be

submitted in physical form on or before the due date and time of this tender.

6. Bids submitted after the due date and time of closing of tender or

not in the prescribed format is liable to be rejected. BPCL does not take any responsibility for any delay in submission of online bid due to connectivity problem or non-availability of site and/or receipt of instrument to be submitted in physical form due to postal delay. No claims on this account shall be entertained.



7. Incomplete tenders shall be liable for rejection without seeking any further clarification. We also reserve the right to reject any or all tenders without assigning any reasons whatsoever.

Thanking you, Yours faithfully, for Bharat Petroleum Corporation Ltd. SM Kulkarni Sr. Manager IIS (Procurement & Contracts)



Setting up of Call Centre

1. Purpose of Tender

The purpose of this document is to present the requirements of BPCL and to invite Technical and Commercial proposals under the two-bid tender process from experienced, able & reputed Call Center Service Providers registered in India for selection of the Call Center Services. The proposed contract shall be effective from the date of award of contract and the term of the proposed contract shall be for 15 months from the date of commissioning. Interested bidders may submit their offer, in two bid system, electronically on c1india website. 2. Tender Schedule:

Tender No & Date of Issue 1000181620 issued on 28th Feb’13 Pre-Bid Conference 7th Mar’13 at 10:00 hrs

Venue: 4th floor Bharat Bhawan – III Ballard Estate Mumbai-400001

Closing date/time of tender 14th Mar’13 Date & time of Technical Presentations of shortlisted bidders

19th Mar’13 at 10:00 hrs Venue: 4th floor Bharat Bhawan – III Ballard Estate Mumbai-400001

Site Visits of shortlisted bidders 21st-22nd Mar’13 Opening of Commercial Bids Will be intimated Commissioning of Call Centre operations 21 days from date of issue of LOI

3. SCOPE of Work:

3.1.1. Set‐up a voice call center (VCC) for BPCL with following functionalities:

3.1.1.1. Timing : 0800 hrs to 2000 hrs ‐ 6 VCC seats

3.1.1.2. 2000 hrs to 0800 hrs ‐ 1 VCC seats (during this shift only complaints related to fire,

leakage and accidents would be attended by call center executive)

3.1.2. Integrating CTI software with BPCL’s CRM software.

3.1.3. The bidder must apply for a Toll Free Number on BPCL’s name from a BPCL specified service

provider and get it installed on behalf of BPCL. The costs and deposits will be reimbursed by

BPCL.

3.1.4. Coordination regarding installation, routing, mapping, trouble shooting of the toll free

numbers shall be handled by the bidder. Any document/ letter in this regard will be issued

by BPCL.

3.1.5. Applying 2 numbers of ISDN lines in the name of BPCL from BPCL specified Service Provider.

The fixed charges & recurring charges would be reimbursed against proof of payment on

Monthly basis.

3.1.6. Customer Handling :



3.1.6.1. Receive in‐bound voice calls; enter details in BPCL provided web‐based CRM package.

3.1.6.2. Check status of complaints in CRM package & inform inbound callers accordingly.

3.1.6.3. Check CRM and initiate outbound calls (about 30%) as indicated in CRM package and

enter feedback in CRM package.

3.1.6.4. Initiate outbound calls for marketing campaigns and specific promotional offers as

advised by BPCL.

3.1.6.5. Provide in‐house training to VCC executives periodically, as mutually agreed, as follows:

3.1.6.5.1. To new VCC executives on need basis.

3.1.6.5.2. To existing VCC executives as refresher.

3.1.6.5.3. To existing VCC executives as & when new services are launched by BPCL or

existing services are updated.

3.1.7. VCC MIS Reports

3.1.7.1. Generate Daily / Weekly / Monthly VCC statistics reports to BPCL.

3.1.7.2. Recording 100% in‐bound as well out‐bound calls for audit trail for six months &

retrieving & making available the data as & when required by BPCL.

4. Expansion : On demand, short‐listed bidder is required to provide following services utilizing existing

resources:

4.1. Other Voice Services (at no extra cost):

4.1.1. Calling back the customers from a consolidated list of SMSs & updating the CRM.

4.1.2. Updating CRM from e‐mail (provided for this purpose).

4.1.3. Updating CRM from web‐form provided on corporate web‐site / sub‐sites of BPCL.

4.2. Additional seats: Provide additional seats (upto 3) within 20 days from the date of written request

by BPCL at same agreed rates, terms & conditions

5. Duration of Contract:

The Contract is for Fifteen months. 6. Place

The Call Centre shall be located within the municipal limits of Mumbai, Navi Mumbai or Thane city. 7. Language

7.1. The call centre must have the facility to respond in English, Hindi, Tamil, Telugu and Kannada. 7.2. Based on city of call origination, a caller would get the option of Hindi, English, and regional

languages. 8. Software

8.1. BPCL will provide necessary web based CRM package to register a customer’s complaint/query and

it will be installed at BPCL data center. 8.2. The shortlisted bidder would be accessing the CRM package through internet. The required

internet bandwidth would be 2Mbps and the fixed and recurring cost for the same is to be borne by the bidder.



9. General Conditions 9.1. BPCL reserves the right to extend the contract by 1 more year on same terms & conditions. 9.2. The job awarded under this contract cannot be subcontracted. 9.3. Following charges are to be reimbursed on actual basis:

9.3.1. The charges for applying and installing ISDN lines (2 nos) would be reimbursed on actual basis on production of proof of payment.

9.3.2. Toll free number(s) will be owned by BPCL and bills received from the service provider towards the call charges will be paid by BPCL.

9.3.3. Outgoing call charges for outbound services will be reimbursed at actual on production of bills with proof of payment on monthly basis.

10. Evaluation Criteria

10.1. Round 1:

10.1.1. Pre‐Qualification Screening: Bids would be evaluated based on Pre Qualification criteria and only shortlisted bidders would qualify for the next round.

10.2. Round 2: 10.2.1. Technical Presentation: Short‐listed bidders would be required to make presentation (max

1 hour) on their facilities, compliance & proposed solution. 10.2.2. Site‐Visit: A team of BPCL will visit the bidders call center to inspect the facilities &

capabilities of the bidder. 10.2.3. Based on point 1 & 2 mentioned above, the bidders would be evaluated & commercial bid

of only short‐listed bidders would be opened. All these bidders would be considered AT PAR. 11. TECHNICAL BID RESPONSE: BIDDER COMPLIANCE TO PQ CRITERIA

11.1. Bidder Particulars

SL Particulars Bidder Response (supported by relevant documentation & paperwork)

1. Name of the Bidder 2. Address 3. Authorized Signatory for

submitting bids

4. Telephone Number 5. Mobile Number 6. Fax No 7. Year of incorporation 8. Type Of Organization 9. Nature of Business Areas 10. Statutory Registrations (attach

related documents)

11. Location of Facility 12. Email 13. How many Indian languages

supported in Call Center? List the languages supported.



14. Are you providing social media analysis to your clients? List major 3 clients.

15. List current 3 major FMCG, manufacturing client.

16. List three current After Sales & Complaints Redressal clients

11.2. PRE QUALIFICATION COMPLIANCE SHEET

S/N Requirement Condition Compliance

(Yes/No)

Remarks

1 The bidder must be registered in India. Mandatory Submit proof

2 The bidder must be providing call center services at Mumbai, Navi Mumbai or Thane city for the last three years

Mandatory Submit proof

3 Copies of audited Balance sheet for the last three years in support of turnover (annual turnover more than 25 crores)


4 The total number of inbound call seats at call center of the bidder at Mumbai City, Navi Mumbai or Thane City must have at least 1000 seats.


5 Bidder must have executed at least three call center contracts during last three years with annual value of more than one crore or three contracts each with at least 100 seats for 1 year.

Mandatory Submit copies of

PO or proof

6 Statutory Compliances (as per list attached) Mandatory Self‐certified compliance sheet

11.3. STATUTORY COMPLIANCE SHEET

S/No Standard Compliances Condition Compliance

(Yes/No)

1 The Minimum Wages Act 1948 Mandatory

2 Payment Of Wages Act, 1936 & Payment Of Wages Rules, 1937 Mandatory

3 Payment Of Bonus Act, 1965 & Payment Of Bonus Rules, 1975 Mandatory

4 Payment Of Gratuity Act, 1972 & Payment Of Gratuity(Central) Rules, 1972

Mandatory

5 Maternity Benefit Act, 1961 Mandatory

6 Equal Remuneration Act, 1976 & Equal Remuneration Rules, 1976

Mandatory



7 Payment Of Bonus Act, 1965 & Payment Of Bonus Rules, 1975 Mandatory

8 Employment Exchanges( Compulsory Notification Of Vacancies) Act, 1959

Mandatory

9 The Industrial Establishments ( National and Festival Holidays ) Act 1958

Mandatory

10 The Workman Compensation Act 1923 Mandatory

11 The Apprentices Act 1961 Mandatory

12 Industrial Employment ( Standing Orders) Central Rules 1946 Mandatory

13 Contract Labour Regulations and Abolition Act Mandatory

14 Provident Fund Mandatory

15 ESIC Mandatory

16 Labour Welfare Fund Mandatory

17 Profession Tax Mandatory

18 Valid Other Service Provider (OSP) licenses for Domestic Contact Centre issued by the Department of Telecommunication, Govt. of India in favour of the Bidder.

Mandatory

11.4. TECHNICAL REQUIREMENTS

S/No Mandatory Technical Requirements

Compliance (Yes/No)

Details of offered Technical solution

Remarks

1 Capability of handling Service enquiries from

(A) Inbound calls (B) Outbound calls (C) Consolidated SMSs from

Service Provider (D) E‐Mails (E) Web‐form

2 Capability of integrating Dialer with BPCL CRM Software

3 Capability of recording & storing inbound & outbound calls for six months

4 PBX and IP telephony, Automatic Call distribution

5 PRI System (30 lines each - 2 nos)



6 Interactive Voice Response capability

7 Voice Logger for recording calls 8 Computer Telephony Integration 9 Language Support (Hindi, English,

Tamil, Telugu & Kannada)

10 Internet Connectivity (2Mbps) 11 Power Back-up with Adequate

Genset capacity

12. COMMERCIAL (PRICE) BID

The price bid format will be as appearing in the Eprocurement portal. The rate should be all inclusive covering all costs including PF, ESI, other staff amenities, hardware, software, other infrastructure costs, office overheads, establishment expenses, supervision, management costs etc. Depending upon our requirements, the number of seats can be extended up to 10 seats (additional 3 seats) during the 15 month contract period, with the same rates, terms and conditions.

Signature of Authorized Signatory

Name:

Address:

Company Seal:



13. ANNEXURE 1: VARIANCE STATEMENT

S/No Para Ref Variance

1

2

3

4

5

6

7

8

9

10



1. General Instructions to tenderers for E-Tendering a) Interested parties may download the tender from BPCL website http://www.bharatpetroleum.in (or) from the e-

tendering website https://bpcl.eproc.in and participate in the tender as per the instructions given herein, on or before the due date and time of the tender. The tender available on the BPCL website 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://bpcl.eproc.in.

b) For registration on the e-tender site https://bpcl.eporc.in, you need to download the User Instruction Manual

from the site and read it. Vendor has to select “Enrollment” and complete the “Supplier Registration Form” by filling in all the information correctly. Kindly remember the login id, password entered therein. After you complete this process, system will generate an e-mail wherein a system generated “Challenge Phrase” will be mailed to you to complete balance registration process.

c) As a pre-requisite for participation in the tender, tenderers are required to obtain a valid Digital Certificate

with encryption of Class IIB and above 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 tenderer.

d) In case any tenderer so desires, he may contact our e-procurement service provider M/s. C1 India Pvt. Ltd.,

Mumbai (Contact no. 022-32444300/ 65281885/ 65281886) for obtaining the digital & encryption signature certificate.

e) Corrigendum/amendment, if any, shall be notified on the site https://bpcl.eproc.in. In case any

corrigendum/amendment is issued after the submission of the bid, then such tenderers 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 tenderer. They have the choice of making changes in their bid before the due date and time.

f) Tenderers are required to complete the following process online on or before the due date/time of closing of

the tender:

Technical Bid Priced bid

g) Directions for submitting online offers, electronically, against e-procurement tenders directly through internet:

(i) Tenderers are advised to log on to the website (https://bpcl.eproc.in) and arrange to register themselves at

the earliest. (ii) The system time (IST) that will be displayed on e-tender 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. (iii) Tenderers are advised in their own interest to ensure that their bids are submitted in e-tender system well

before the closing date and time of bid. If the tenderer intends to change/revise the bid already entered, he 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.

(iv) Once the entire process of submission of online bid is complete, the tenderers are required to go to option ‘own bid view’ through dashboard and take the print of the envelope receipt as a proof of submitted bid.

(v) 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.

(vi) No manual bids/offers along with electronic bids/offers shall be permitted.

h) Once the un-priced bids are opened, tenderers can see the list of tenderers who have participated in the bid by logging on to the portal under their user ID and password and clicking on “Other Bids” view. Subsequently, once the price bids are opened , tenderers can see the rates quoted by all the participating bidders using the same option.



i) No responsibility will be taken by BPCL and/or the e-tender service provider for any delay due to connectivity and availability of website. They shall not have any liability to tenderers for any interruption or delay in access to the site irrespective of the cause. It is advisable that tenderers 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.

j) BPCL and/or the e-tender 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.

In case of any clarification pertaining to e-procurement process, the tenderer may contact the following agencies / personnel: 1. For system related issues :

a. M/s.C1 India at contact no. 022-32444300/ 65281885/ 65281886 followed with a e-mail to id [email protected]

2. For tender related queries: a. Mr. SM Kulkarni of BPCL at contact no. 022-22713754 /22714214 followed with an email to ID

[email protected] b. Mr. KS Swaminathan of BPCL at contact no. 022-22714264 followed with an email to ID

[email protected] 3. For Technical related queries:

a. Mr. K. Chandrasekhar of BPCL at contact No. 022-24174603 / mobile 9869446963 followed with an email to ID [email protected]

b. Mr. Deep Arora of BPCL at contact No. 022-24174603 / mobile 9820024266 followed with an email to ID [email protected]

The responsible person of the tender is Mr. SM Kulkarni of BPCL at contact no. 022-22713754 / 22714214.

2. Submission of Bids: Bid should be submitted in two-part bid i.e. Technical Bid and Commercial Bid each page duly signed and stamped.

TECHNICAL BID MUST CONTAIN THE FOLLOWING WHICH ARE TO BE UPLOADED ONLINE:

TECHNICAL BID

Your cover note Duly filled Bidder details as per Bidder Particulars sheet. Dully filled Pre-Qualification sheet with supportive documents. Statutory Compliance statement duly signed by authorized signatory of the bidder. Duly filled Technical bid with supportive documents. EMD of Rs One lakh (1 lakh) if applicable. A blank commercial bid filling all items (including any condition except price) to be submitted. The tender form is to be signed on each paper as a token of acceptance of BPCL’s terms and conditions. The statement of deviation if any, as per attached format of Variance Statement in Annexure 1. Duly signed Integrity pact Duly signed NDA statement Acceptance of General terms and conditions of the tender and other contractual stipulations



Deviation statement, if any. (All deviations must be given in a sheet marked as 'Deviation statement') else submit ‘NIL’ deviation

TECHNICAL BID (on line submission)

i. Technical Bid ii. NIL Deviation statement.

PRICE BID (on line submission)

i. Price Bid

COMMERCIAL TERMS & CONDITIONS:

3. Pricing Type i. The quoted rates shall be valid for acceptance for the period of 90 days from the date of opening technical

bid. ii. The Vendor should quote separately for Basic price, Excise duty and VAT / CST as applicable in the Price

Bid. Rate of Excise duty, VAT / CST and service tax as applicable on the material should be quoted separately in the un-priced bid.

iii. Variation in the rates for Statutory levies/ taxes / duties during the tenure of the contract for supplies within delivery schedule will be allowed only on the submission of documentary evidence from Govt. / Statutory Authorities and its acceptance by BPCL.

4. Payment Terms

The payment will be made against invoices submitted on monthly basis. No Advance payment shall be made by BPCL. The billing would start on inauguration and launching of call center by BPCL.

5. OTHER CONTRACTUAL STIPULATIONS

1. We reserve the right to reject the tender without assigning any reason whatsoever.

2. Right to Audit: BPCL reserves the right to audit or inspect work performed by the vendor. BPCL may participate directly or through an appointed representative, e.g., Mutually Agreeable external auditor, in order to verify that the tasks related to this project have been performed in accordance to the procedures indicated.

3. NDA Clause : The successful bidder has to sign the 'Non Disclosure Agreement(NDA)' on Rs. 100/- stamp paper (Non Judicial) from their competent authority as a compliance for the 'Non Disclosure Agreement' in line with BPCL's IS Security Policy(Soft copy of NDA will be provided to you once the tender is finalised). Purchase orders will not be placed without entering into above NDA. If NDA has already been submitted, please ignore this clause.

4. IP (Intellectual Property)

I. Organization retains all rights to its pre-existing intellectual property and any intellectual property it creates in connection with the agreement; and

II. The vendor assigns to organization all rights in any work product developed pursuant to the agreement and acknowledges that all materials created by the vendor pursuant to the agreement shall be deemed to be owned by the organization. If the vendor will not agree to an assignment, then the vendor should, at a minimum, grant organization a perpetual, irrevocable, worldwide, royalty-free license to use the work product developed pursuant to the agreement.

5. Force Majeure Clause:

The parties to this agreement cannot be responsible for any failure of performance or delay in performance of their obligations there under if such failure or delay shall be the result of any Government Directive



relevant to this agreement or due to war, hostilities, act of public enemy, riots or civil commotion’s, strikes, lock out, fire, floods, epidemics or act of God, arrests and restraints or rulers and people political or administrative acts of recognized or defacto Government Import or Export restrictions, compliance with any Government or local authority or any other cause or cause beyond the control of the parties hereto.

6. Arbitration clause :

In case of any dispute or differences arising under and out of, or in connection with the contract, shall be referred to the sole arbitration by an arbitrator appointed under the provision of Indian arbitration Act and conciliation Act 1996 and subject to jurisdiction of courts in Mumbai only.

In case of any dispute in the interpretation of the terms and conditions of the tender, the decision of the Corporation shall be final and binding

Limitation of liability will be restricted to Total Contract Value.

ALL ABOVE TERMS & CONDITIONS ARE ACCEPTABLE TO US.

SIGNATURE & NAME OF THE PERSON COMPANY SEAL

Documents

CRFQ 1000181620 APPENDIX - A · CRFQ 1000181620 APPENDIX - A ... Short‐listed bidders would be required to make presentation ... 2 Payment Of Wages Act, 1936 & Payment Of Wages