REQUEST FOR PROPOSAL Tender Document No

REQUEST FOR PROPOSAL

National Institute of Health and Family Welfare Page 1 of 88

National Institute of Health and Family Welfare Baba Gang Nath Marg, Munirka, New Delhi-110067.

Phones: 91-11-2616 5959, 91-11-2616 6441, 91-11-2618 8485, 91-11-2610 7773 Fax: 91-11-2610 1623

Web Site: www.nihfw.org


Tender Document No.: NIHFW/WS/20-18/2013

APPOINTMENT OF A HELPDESK SERVICE PROVIDER FOR ESTABLISHMENT,

OPERATION AND MANAGEMENT OF MOTHER AND CHILD TRACKING

HELPDESK ON TURNKEY BASIS



KEY DATES & EVENTS

1. Name of the Project

Appointment of Helpdesk Service Provider (HSP) for

“Establishment, Operation and Management of Mother &

Child Tracking Helpdesk (MCTH) on TURNKEY Basis”

2. About the Project

Establishment, Operation and Management of MCTH

Project over a period of 6 Months from the effective date

of commencement (Go-Live) of the project.

3. Tender Inviting Authority National Institute of Health and Family Welfare

4. Date of Publication of the

RFP

14th

November, 2013

The document can also be obtained from Accounts

Section, 1st Floor, Administrative Block, National

Institute of Health and Family Welfare Baba Gang

Nath Marg, Munirka, New Delhi-110067 by paying

INR 10,000/- (non-refundable) in cash or demand draft

as specified above., The bid document will be available

on all working days during office hours till 16:00 Hrs

on or before 29th

November, 2013.

Also Bid document can be downloaded from Web Site:

www.nihfw.org under the “Tender” link.

5. Cost of RFP Document

INR 10,000/- (Rs Ten Thousand Only non-refundable)

At the time of submission of the bid document the bidder

has to submit the bid amount against a non-refundable

tender fee in the form of demand draft in favor of

“Director, NIHFW” payable at Delhi.

6. Contact person for

clarification Prof. T. G. Shrivastav

7. Correspondence Address

Room. No. 141,

1st Floor, Academic Block,

National Institute of Health and Family Welfare

Baba Gang Nath Marg, Munirka, New Delhi-110067.

(Email:[email protected])

8.

Last date to submit the

request for MCTH site visit

along with the nominated

members (3 to 5 members)

details

On or before 17:00 Hrs on 20th

November, 2013

9. Date & Venue of Pre-Bid

Discussion

15:00 Hrs on 22nd

November, 2013 at National Institute

of Health and Family Welfare, Baba Gang Nath Marg,

Munirka, New Delhi-110067.

10. Last date for submission of

Bids

Up to 15:00 Hrs on 02nd

December, 2013. Bid should be

dropped in designated tender box kept near the

reception in the Administrative Block of NIHFW at

National Institute of Health and Family Welfare, Baba

Gang Nath Marg, Munirka, New Delhi-110067.

http://www.nihfw.org/



11.

Bid Security /Earnest Money

Deposit Amount

INR 3,00,000/- (Rs Three Lakhs Only)

The Bidder (Prime bidder in case of consortium) shall

furnish, as part of its bid, a bid security in the form of

Bank Guarantee / Demand Draft (to be renewed on expiry

till 180 days) / Banker‟s Cheque /Fixed deposit valid for a

period of 180 days from the date of submission of the bid,

drawn in favour of “Director, NIHFW” for an amount of

Rs. 3,00,000/-(Rs Three Lakhs Only) payable at Delhi.

12. Opening of Prequalification

cum Technical bid

16:00 Hrs on 02nd

December, 2013 at National Institute

of Health and Family Welfare, Baba Gang Nath Marg,

Munirka, New Delhi-110067.

13.

Date, Time & Venue for the

opening of Financial /

Financial Bid for qualified

bidders

The same shall be communicated to the qualified bidders

at later date.



DISCLAIMER

The information contained in this RFP Document or subsequently provided to Bidder(s) or Applicants

whether verbally or in documentary form by or on behalf of NIHFW or any of their employees or

advisors, is provided to the Bidder(s) on the terms and conditions set out in this RFP Document and all

other terms and conditions subject to which such information is provided.

This RFP Document is not an agreement and is not an offer or invitation by the NIHFW to any party

other than the Applicants who are qualified to submit the Bids (“Bidders”). The principle (purpose) of this

RFP Document is to provide the Bidder(s) with information to support the formulation of their Proposals.

This RFP Document does not purport (claim) to contain all the information each Bidder may entail

(require). This RFP Document may not be apposite (appropriate) for all persons, and it is not possible for

the NIHFW, their employees, or advisors to consider the investment objectives, financial situation, and

particular needs of each Bidder who reads or uses this RFP Document. Each Bidder should conduct its

own investigations and analysis and should check the accuracy, reliability and completeness of the

information in this RFP Document and where necessary obtain independent advice from appropriate

sources. NIHFW, their employees and advisors make no representation or warranty and shall incur no

liability under any law, statute, rules or regulations as to the precision (accuracy), reliability or

completeness of the RFP Document. NIHFW may in their absolute discretion, but without being under

any obligation to do so, update, improve or supplement the information in this RFP Document.

NIHFW reserves the right to accept or reject any bid, and to annul the bidding process and reject all bids

at any time before the project is awarded, without thereby incurring any liability to the affected Bidder or

Bidders, with or without assigning any reason.



TABLE OF CONTENTS

KEY DATES & EVENTS ............................................................................................................ 2

DISCLAIMER............................................................................................................................... 4

TABLE OF CONTENTS ............................................................................................................. 5

SECTION 1: INVITATION FOR BIDS .................................................................................. 10 1. Invitation for bids ........................................................................................................................... 10 2. Due Diligence ................................................................................................................................ 10 3. Cost of Bidding .............................................................................................................................. 10 4. Content of Bidding Document ....................................................................................................... 10 5. Amendment and clarification of Bidding Documents ................................................................... 11

SECTION 2: INTRODUCTION............................................................................................... 12 1. Background .................................................................................................................................... 12 2. Mother and Child Tracking Helpdesk (MCTH) ............................................................................ 15

SECTION 3: SCOPE OF WORK ............................................................................................. 18

SECTION 4: KEY FEATURES / SPECIFICATIONS OF MCTH SOLUTION ................. 32

SECTION 5: SCHEDULE FOR COMPLETION OF TASK................................................. 33

SECTION 6: INSTRUCTIONS TO BIDDERS ...................................................................... 37 1. Language of Bid ............................................................................................................................. 37 2. Documents Constituting the Bid .................................................................................................... 37 3. Bid Price ........................................................................................................................................ 38 4. Bid Security/Earnest Money Deposit (EMD) ................................................................................ 39 5. Rejection of Bid ............................................................................................................................. 39 6. Period of Validity of Bids .............................................................................................................. 39 7. Format and Signing of Bid ............................................................................................................. 39 8. Sealing and Marking of Bids ......................................................................................................... 40 9. Deadline for Submission of Bids ................................................................................................... 40 10. Late Bids ........................................................................................................................................ 41 11. Modification and Withdrawal of Bids ........................................................................................... 41 12. Opening of Prequalification cum Technical Bids .......................................................................... 41 13. Opening of Financial Bids ............................................................................................................. 41 14. Preliminary Examination ............................................................................................................... 42 15. Evaluation and Comparison of Bids .............................................................................................. 42 16. Bid Evaluation Criteria .................................................................................................................. 42 17. Contacting the NIHFW .................................................................................................................. 43 18. NIHFW‟s right to accept any Bid and to reject any Bid or all Bids .............................................. 43 19. Notification of Award .................................................................................................................... 43 20. Performance Bank Guarantee ........................................................................................................ 44 21. Termination for Default ................................................................................................................. 45 22. Termination for Insolvency, Dissolution etc. ................................................................................. 45 23. Termination for Convenience ........................................................................................................ 45 24. No Claim Certificate ...................................................................................................................... 45



25. Suspension ..................................................................................................................................... 45 26. Consequences of Termination ........................................................................................................ 45 27. Withdrawal by the HSP ................................................................................................................. 46 28. IPR ................................................................................................................................................. 46 29. Schedule of Payments .................................................................................................................... 47 30. Standards ........................................................................................................................................ 48 31. Standard of Performance ................................................................................................................ 48 32. Time for Implementation of the Project ......................................................................................... 48 33. Right to Inspect Support Facilities ................................................................................................. 48 34. Confidentiality ............................................................................................................................... 48 35. Force Majeure ................................................................................................................................ 48 36. Arbitration and Jurisdiction ........................................................................................................... 49 37. Review Meetings ........................................................................................................................... 49 38. Progress Reporting and escalation procedures............................................................................... 49 39. Period of contract ........................................................................................................................... 49 40. Indemnity ....................................................................................................................................... 49 41. Exit Management Schedule ........................................................................................................... 49 42. Limit of Liability ........................................................................................................................... 51 43. Insurance ........................................................................................................................................ 51 44. Warranty ........................................................................................................................................ 51

Annexure 1: Content and Formats of Prequalification cum Technical Bid ................................................ 52 Annexure 2: Content and Format of Financial Bid ..................................................................................... 62 Annexure 3: Draft Service Level Agreements (SLAs) ............................................................................... 67 Annexure 4: Details of Mother & Child Tracking System (MCTS) ........................................................... 69 Annexure 5: Methodology for Evaluation of Financial Bid ....................................................................... 74 Annexure 6: Methodology for Selection of Successful Bidder .................................................................. 74 Annexure 7: Specification of Existing Infrastructure at MCTH Site .......................................................... 75 Annexure 8: Bank Guarantee Formats (Performance Bank Guarantee) ..................................................... 83 Annexure 9: Site Layout of MCTH Site at NIHFW Campus ..................................................................... 85 Annexure 10: Tentative Bill of Material .................................................................................................... 86



ABBREVIATIONS/ ACRONYMS

The following abbreviations and acronyms have been used in this document.

ABBREVIATION/ ACRONYM DESCRIPTION

AHT Average Handling Time

ACD Automatic Call Distributor

ANC Services Ante Natal Care Services

ANI Automatic Number Identification

ANM Auxiliary Nurse Midwife

ASA Average Speed of Answer

ASHA Accredited Social Health Activist

CDR Call Detail Record

CEC Consultancy Evaluation Committee

CGHS Central Government Health Scheme

CLI Caller Line Identification

CRM Customer Relationship Management

CTI Computer Telephony Integration

DC Data Centre

DNIS Dialled Number Identification Sequence

EMD Earnest Money Deposit

FAQ Frequently Asked Question

FRS Functional Requirement Specification

FTR First Time Resolution

GOI Government of India

GUI Graphical User Interface

HA Helpdesk Agent

HMIS Health Management Information System

HSP Helpdesk Service Provider

IDSP Integrated Disease Surveillance Programme

IEC Information Education and Communication




ITB Invitation to Bid

IVRS Interactive Voice Response System

JSK Jansankhya Sthirata Kosh

JSY Janani Suraksha Yojna

KPI Key Performance Indicator

LAN Local Area Network

MCTH Mother and Child Tracking Helpdesk

MCTS Mother and Child Tracking System

NIHFW Ministry of Health and Family Welfare, Government of India

NDC National Data Centre

NIC National Informatics Centre

NIHFW National Institute of Health & Family Welfare

NRHM National Rural Health Mission

OEMs Original Equipment Manufacturers

PBG Performance Bank Guarantee

PMU Program Management Unit

PNC Post-Natal Care Check-up

RFP Request for Proposal

SDD System Design Document

SLA Service Level Agreement

SMS Short Message Service

SNMP Simple Network Management Protocol

SRS System Requirement Specification

TCC Technical Coordination Committee

TSP Telecom Service Provider

TTS Text to Speech

UID Unique Identification

UPS Uninterrupted Power Supply




WAN Wide Area Network



SECTION 1: INVITATION FOR BIDS

1. Invitation for bids

This invitation for bids is for „Appointment of a Helpdesk Service Provider (HSP) for

“Establishment, Operation and Management of Mother & Child Tracking Helpdesk (MCTH) on

turnkey basis” by National Institute of Health and Family Welfare (NIHFW). HSP shall be

appointed for a period of 6 months from the date of Go-live. Sealed offers prepared in accordance

with the procedures enumerated in this document should be dropped in designated tender box

kept near the reception in the Administrative Block of NIHFW on or before 15:00 Hrs on 02nd

December, 2013.

The Bid document may be downloaded from the website www.nihfw.org under the “Tender” link. Further, at the time of submission of the bid document the bidder has to submit the bid amount against a

non-refundable fee of INR 10,000/- in the form of demand draft in favor of “Director, NIHFW” payable

at Delhi . Failure to furnish the above mentioned demand draft would result in rejection of the bid.

The document can also be obtained from the Accounts Section, 1st Floor, Administrative Block, National

Institute of Health and Family Welfare

Baba Gang Nath Marg, Munirka, New Delhi-110067 by paying INR 10,000/- (non-refundable) in cash

or demand draft as specified above. The bid document will be available on all working days during office

hours till 16:00 Hrs on or before 29th November, 2013.

2. Due Diligence

The Bidder is expected to examine all instructions, forms, terms and specifications in the bidding

document. The bid should be precise, complete and in the prescribed format as per the requirement of the

bid document. Failure to furnish all information required by the bidding document or submission of a bid

not responsive to the bidding document in any respect will be at the Bidder‟s risk and may result in

rejection of the bid.

3. Cost of Bidding

The Bidder shall bear all costs associated with the preparation and submission of its bid and NIHFW,

hereinafter referred to as "the Client", will in no case be held responsible or liable for these costs,

regardless of the conduct or outcome of the bidding process.

4. Content of Bidding Document

The requirements, bidding procedures and contract terms are prescribed in the bidding document. This

bidding document includes:

Section 1: Invitation for Bids

Section 2: Introduction

Section 3: Scope of Work

Section 4: Key Features / Specifications of MCTH Solution

Section 5: Schedule for Completion of Task

Section 6: Instructions to Bidders

Annexure 1: Content and Formats of Prequalification cum Technical Bid

Annexure 2: Content And Format of Financial Bid

Annexure 3: Draft Service Level Agreements (SLAs)

Annexure 4: Details of Mother & Child Tracking System (MCTS)

Annexure 5: Methodology for Evaluation of Financial Bid

Annexure 6: Methodology for Selection of Successful Bidder

Annexure 7: Specification of Existing Infrastructure at MCTH Site

Annexure 8: Bank Guarantee Formats (PBG And Bank Guarantee against Advance)

Annexure 9: Site Layout of MCTH Site at NIHFW Campus

Annexure 10: Tentative Bill of Material




5. Amendment and clarification of Bidding Documents

A prospective bidder requiring any clarification on the bidding documents may notify the NIHFW in

writing or by e-mail.

The following personnel may be contacted for these purposes.

Name of the officer Designation Contact Particulars

Prof. T. G. Srivastava

Professor, NIHFW

Room. No. 141,


National Institute of Health and Family Welfare,

Baba Gang Nath Marg, Munirka,

New Delhi-110067.

(Email:[email protected])

At any time before the deadline for submission of bids, NIHFW may, for any reason, whether at own

initiative or in response to a clarification requested by a prospective Bidder, modify the bidding document

by amendment. All such amendments shall be uploaded on the website http://www.nihfw.org/ under the

“Tender” link and shall be binding on the bidders.

If required in order to allow prospective bidders reasonable time to take the amendment into account in

preparing their bids, NIHFW reserves the rights to extend the deadline for the submission of bids.




SECTION 2: INTRODUCTION 1. Background

1.1. About National Institute of Health and Family Welfare The National Institute of Health and Family Welfare (NIHFW), was established on 9th March, 1977 by

the merger of two national level institutions, viz. the National Institute of Health Administration and

Education (NIHAE) and the National Institute of Family Planning (NIFP). The NIHFW, an autonomous

organization, under the Ministry of Health and Family Welfare, Government of India, acts as an „apex

technical institute‟ as well as a „think tank‟ for the promotion of health and family welfare programmes in

the country.

The Institute addresses a wide range of issues on health and family welfare from a variety of perspectives

through the departments of Communication, Community Health Administration, Education and Training,

Epidemiology, Management Sciences, Medical Care and Hospital Administration, Population Genetics

and Human Development, Planning and Evaluation, Reproductive Bio-Medicine, Statistics and

Demography and Social Sciences.

1.2. About Ministry of Health and Family Welfare The Union Ministry of Health and Family Welfare (MoHFW) is the apex governmental body responsible

for implementation of National Health Programmes running in India in the areas of family welfare, public

health, prevention and control of major communicable diseases, promotion of traditional and indigenous

systems of medicines etc.

The Ministry looks after the overall health situation in the country and is responsible for areas that have a

wide impact on the aspects of public health and medical services in the country, e.g. population control,

medical education, prevention of food adulteration, quality control in manufacture and sale of drugs etc.

The key functions/ services performed by the MoHFW include:

Visioning, policy making on health related aspects in the country

Designing and planning (centre and state level) of national public health programmes

Performance monitoring of programmes being implemented by the states

Financial disbursals to states and management (for the programmes)

Providing inputs on medical education and curative care

Health research, setting food and drug standards and infrastructure

Providing health care services to central government employees and pensioners

Health manpower development and setting norms

International Health Regulations and Treaties

Supervising Sub-ordinate offices

1.3. Mother and Child Tracking initiative MoHFW is responsible for various health schemes and programmes for family welfare, public health,

prevention and control of major communicable diseases. Under the NRHM, the Ministry has introduced

several interventions for improving the physical and financial monitoring of its programmes and

improving the accountability structures.

In this regard, GoI introduced several web-based applications such as Health Management Information

System (HMIS), TB tracking system, Maternal Death Review (MDR) System and Mother and Child

Tracking System (MCTS). These applications provide a comprehensive approach that encompasses

individual health care, public health and help in transforming public health care into an accountable,

accessible and affordable system of quality services.



As mentioned, MCTS is one of the excellent examples of initiatives of MoHFW to leverage Information

Technology for ensuring delivery of full spectrum of healthcare and immunization services to pregnant

women and children up to 5 years of age. It is an innovative, web-based application to facilitate and

monitor service delivery as well as to establish a two way communication between the service provider

and the beneficiary. The system will go a long way in ensuring quality service delivery, micro birth

planning, ensuring universal immunization and will have positive impact on important health indicators

like Infant Mortality Rate (IMR) and Maternal Mortality Rate (MMR).

The details on Mother and Child Tracking initiative are provided in the table below:

MOTHER AND CHILD TRACKING INITIATIVE

Details Description

Coverage &

Reference Dates

The Reference Date for capturing information under the mother and child

tracking initiative is:

All new pregnancies detected/being registered from 1st December,

2009 at the first point of contact of the pregnant mother with the health

facility/health provider.

All births occurring from 1st December, 2009 also being captured

This is to being followed by capturing data for all pregnant women and

births from 1st April 2009.

All pregnancies and births are being captured (including at government or

private facilities) under MCTS. The services such as ANC checkups and

delivery details for pregnant woman and immunization details for the child are

being captured under MCTS. Thus details of all deliveries taking place either at

home, public or private institution are being captured through this initiative.

Recently many new features has been added to MCTS such as SMS, IVRS, UID

integration, enhanced reporting mechanism etc. to facilitate the stakeholders for

better performance.

Further MCTS is integrated with the Aadhaar based payment system for its

Janani Suraksha Yojna (JSY) program under Direct Benefits Transfer scheme of

GoI.

Current Status The information on pregnancies, birth and childcare in the current scenario is

being collected manually by grassroots health workers on paper-based forms.

These are then aggregated at the sub-centre / PHC and entered into the MCTS

application.

MoHFW has mandated the states to compulsorily fill all related fields as a part

of the Mother and Child Tracking system. These fields will be common across

all states and are based on the forms provided in Annexure 4.

Need & Benefit MoHFW has developed a central data repository through MCTS. This project

intends to provide a validated and quick reference of data related to pregnancies

and births in India. This centralized repository with aggregated mother and child

data from each State/UT aid in the following:

Generation of standard programme management reports of data quality

and validation status

Provision of weekly generation of work plan for ANMs for better

micro-planning at the field level

Timely delivery of services to the beneficiaries (Pregnant Women and

Children).




Details Description

Provision of continuous monitoring of State, District and block level

performance related to registration and service delivery to the

beneficiaries through MCTS

Provision of validation of details of all field level heath workers (ANM,

ASHA etc.)

Transformation and utilization of information to assist or support the

functioning of grassroots level health functionaries like ANM, ASHA

etc.

Roll-out of targeted health programs and schemes, for controlling of

external cost and time spill-over.

Validation of information collected from each block/district/state at the

central level, for figuring out authenticated situation at respective

functional levels.

Efficient need-based planning of allocation and management of health

resources at ground-level

Efficient implementation of payments to the JSY beneficiary through

MCTS portal

Mother And Child

Tracking System

(MCTS)/ Mother

And Child

Tracking Helpdesk

(MCTH)

Mother and Child Tracking System (MCTS)*

MoHFW in order to address the above mentioned need has already embarked

on an initiative for putting in place a comprehensive solution called the

Mother and Child Tracking System (MCTS).

MCTS is a Centralized Web-Based application which enables the capture of

name based data of pregnant women and children and hence provides the

necessary foundation for tracking of pregnant women and children with

immunization requirement.

MCTS has been rolled out across the country and is functioning successfully.

The application is rolled out using a hybrid (i.e. centralized & decentralized)

approach for deployment.

MCTS is intended to capture the data of approximately 3 crore pregnant

women (between 15-49 Years age group) and approximately 2.7 crore

children (between 0-6 Years age group) for the financial year 2013-14.

* Referred to as MCTS in the rest of the RFP

Mother and Child Tracking Helpdesk (MCTH)** MCTH will provide a support service to MCTS for validation of data as well

as provide a single platform for information exchange (including health

awareness creation and query resolution).

MCTH would be required to interface with MCTS application in order to

fetch data set for validation.




Details Description

Details on MCTH are provided in the subsequent section.

** Referred to as MCTH in the rest of the RFP

2. Mother and Child Tracking Helpdesk (MCTH)

NIHFW under the MCTS has felt the need for a „multi-lingual helpdesk‟, the MCTH to provide support

service to MCTS.

MCTH shall validate the data captured through MCTS by making outbound calls to the health

beneficiaries and health workers. MCTH shall also create awareness about health programs and provide

guidance to the health workers and the health beneficiaries through IVRS calls.

It is further envisioned that MCTH will evolve into the „Health Helpdesk‟ as other national programmes

of NIHFW are integrated into the MCTH at a later stage.

2.1. Mission Statement “To improve the efficiency of mother and childcare services by providing single contact point for

information related to pregnancy and child immunization; and also provide a reliable mechanism for

monitoring and ensuring traceability of every pregnant woman and child in the country.”

MCTH is expected to validate mother and child records annually by making outbound calls. It will

receive its working data set from the MCTS (as defined in the previous section).

At present MoHFW has both in-house and outsourced arrangements which are currently being operated

by professional helpdesk service providers for various programmes within the Ministry such as Integrated

Disease Surveillance Programme (IDSP), Jansankhya Sthirata Kosh (JSK), Central Government Health

Scheme (CGHS) etc.

As the MCTH evolves, it would also support ( apart from MCTS) other ongoing programmes of NIHFW

that have a help desk requirement of similar nature.

In this context, NIHFW on behalf of MoHFW through this RFP seeks to appoint a HSP for

“Establishment and Operation of Mother and Child Tracking Helpdesk (MCTH) on turnkey basis” which

would provide the necessary information exchange platform both for validation of MCTS data and

resolution of Mother and Child Care queries for both health functionaries and beneficiaries. The HSP will

be responsible for the establishment, operation and maintenance of Mother and Child Tracking Helpdesk

(MCTH) Project for a period of 6 months from the date of Go-live.

Through this bid document NIHFW invites interested parties who have expertise in the same area to

submit their proposal.

2.2. Snapshot of MCTH Key Stakeholders Girls & women between 15-

49 Years of age who are

pregnant or have recent birth

history.

Parents / Guardians of

children between (0-6 Years)

MCTH Solution Procurement, customization and

deployment of MCTH application

MCTH application shall be a

comprehensive integrated

helpdesk / call centre solution

which would include Dialer,

Data Volumes Validation of mother and

child records in MCTS

annually.

Validation of record of Health

workers



age group.

Grass root level Health

Functionaries (i.e. ANM,

ASHA, Anganwadi workers

etc.)

IVRS etc.

Deployment of the required

components of MCTH Solution

at MCTH Data Center at NIHFW

Campus Munirka

Multilingual Approach Basic languages i.e. Hindi and

English

Communication Channels Outbound channels: Primarily

outbound calls.

Operational Aspects Minimum 70 calls

(Outbound) and minimum 6

hours of actual calling in a

day by individual Helpdesk

Agent. The average calling

time per call is expected to be

5 minutes. The operational

aspects of MCTH may change

in due course as per the future

requirement or as decided by

the Technical Coordination

Committee (TCC).

2.3. MCTH Call Handling The call handling function of MCTH (through Helpdesk Agent/ IVRS) can be broadly classified under the

following three categories:

Validation of records of health worker, mother and child registered under MCTS

Resolution of queries as posed by health functionaries and beneficiaries

Promotion of government programs and schemes and IEC activities through MCTH

The functionalities have been detailed below:

[A]: Data Validation

Validation of data received from MCTS database. The validation exercise needs to be carried out by

making outbound calls to the respective health beneficiaries and the health workers. Errors / deviations

that are generated in the validation exercise must be reported back to MCTS so that corrections can be

made.

Note:

The lead base for validation of MCTH data shall be defined by NIHFW.

[B]: Query Resolution

MCTH shall have call resolution model for the queries of called health beneficiary/ worker

a) Call Resolution

The call centre agents at the first-level are expected to enable the following functionalities:

Validation of data present in the MCTS Application (same as detailed above)

Resolution of queries posed by health functionaries & beneficiaries based on the standard

question bank. Information dissemination about local health facilities and local health workers for

providing Ante-Natal Care (ANCs), Post-Natal Care Check-ups (PNCs) and immunization for

children. (Outbound calls)

Information dissemination about the government health intervention programs being run for the

benefit of mother and child. (Outbound calls)



Dissemination of standardized awareness messages tailored to the region as well as the current

health condition of the beneficiary (Outbound calls)

The Helpdesk Agents/Supervisors/Medical Consultants at the call centre will enable the following

functionalities:

Resolve medical/health queries related to pregnancy and child immunization

Provide medical guidance to grassroots health workers like ASHA, ANM, Anganwadi worker

etc.

Validation of data present in the MCTS, if required.

A call will be escalated to the Medical Consultant if the information required by the called health

beneficiary/ worker requires medical/health expertise to ensure the quality of medical advice. All queries

asked by the callers not already present in the standard question bank and answered with the aid of

medical consultant will be transcripted and stored in a temporary question bank for future reference and

evaluation. Such queries after validation and approval from the panel of experts (as appointed by

MoHFW) will be added to the standard question bank

[C]: IEC Activity

One of the calling requirements for the project is to promote the government schemes and programmes

among the beneficiaries at the appropriate stage. Helpdesk Agent (HA)/ IVRS Calls are expected to

increase awareness among beneficiaries directly by educating them about the benefits they can avail

through government schemes and programs.



SECTION 3: SCOPE OF WORK

1. Project Highlights:

Key Stakeholders Beneficiary: The prime beneficiary of this project would be pregnant

woman and child upto 5 years of age. The MCTH project is envisaged to

validate the records of beneficiaries and provide appropriate assistance to

them including educating beneficiaries about maternal and child care and

the benefits they can avail from government schemes and programs.

Health Workers (ANM/ ASHA etc.): MCTH project is envisaged to

verify the records of the health workers (ANM/ ASHA etc.). Further it is

also expected to resolve the queries of health workers who were called by

the MCTH Helpdesk Agents. The project will also assist them by

informing them about the services due, services overdue status of their

jurisdiction.

State/ Middle Management: MCTH project will provide the report of

the interaction they have with beneficiaries and health workers along

with their feedback and record validation report. This would further help

the State/ middle management to improve the health service delivery in

the field and data quality in MCTS.

Central Government: The envisaged project would help central

government to get the feedback of beneficiaries and health workers about

the health service delivery in the field to enable it to timely address the

gaps.

NIHFW: The project will further boost the capability of the institute in

health sector and help in research work and data analysis.

Support Channels Following channels may be used for the project:

Service Delivery

Channel Inbound Outbound

Voice

(Helpdesk Agent Calls)

NA

Voice

(IVRS Calls)

NA

Technical Coordination

Committee (TCC)

MoHFW had constituted a TCC that will steer and monitor the MCTH

project implementation, operation and support. Further TCC will decide

on the matters where clarity will be required for project execution. In this

regard, the decision of TCC would be final and binding on HSP.

Languages to be

supported

1. MCTH project will support English and Hindi Language

Technologies to be

implemented

1. Auto dialer

2. IVRS

3. Reports etc.

4. (for details please refer Annexure 10)



Support Window 09:00 AM – 07:00 PM (every day except mandatory national holidays)

Capacity Served Minimum 70 calls (Outbound) and minimum 6 hours of actual calling in

a day by individual Helpdesk Agent within the support window. The

average calling time per call is expected to be 5 minutes.

Seat Capacity Helpdesk Agents: 86 Seats

Supervisor: 10 Seats

Program Manager: 1 Cabin

Operations Manager: 1 Cubicle

Technical Manpower: 4 Seats

Layout of the MCTH site, NIHFW Campus is placed at Annexure 9

Queries and query

resolution Mechanism

Beneficiaries and health workers whose records would be validated

through MCTH project and who would seek the resolution of their

queries can have different types of queries. The type of queries that may

be asked by the beneficiaries/ health workers and their query resolution/

escalation mechanism is explained in Section 2, “2.4 MCTH Call

Handling” of this document.

Outbound Calling Outbound calling would be done primarily to validate the records of

beneficiaries and health workers (ANM, ASHA and others.)

Another purpose of outbound call would be to educate beneficiaries

regarding government schemes and programmes and maternal and child

care.

Call Handling For call handling, Bidder can use any of the following two options:

1. Data will be fetched from the MCTS database and calls will be

generated automatically by the MCTH application and assigned to

the available free agent available.

2. Agents will fetch the data from the MCTS application and call will

be generated by Agent using Verifier Module of MCTS application.

End-to-End

Responsibility

This project will be executed on turnkey basis. All the activities as

mentioned in the scope of work in this section including procurement,

development, management, support, maintenance etc. would be the

responsibility of the HSP.

HSP shall have the complete responsibility to design, establish and

operate the complete setup of MCTH project. HSP shall have the

complete responsibility of operationalization, maintenance and support of

all components of the MCTH project.

Further, HSP would have the responsibility to escalate issue, if any,

which is required to be discussed and resolved for the smooth operation

of the project well in time. Any low performance as reflected in the SLA

performance of the HSP would be the sole and complete responsibility of

the HSP.

Toll Free Number The toll-free number will be owned by and made available by the

MoHFW/NIHFW and this shall form bulk of the available lines. The

charges for toll-free number will be paid by NIHFW. However any

coordination or technical integration with the Telecom Service Providers

(TSPs)/ other agencies in this regard would be done by the HSP with no



cost implication to the NIHFW.

The HSP shall provide solution design of a Toll Free numbers to callers

through which to reach the MCTH.

PRI Lines Telecom Service Provider (TSP) has been selected to provide 3 outbound

PRI lines and cost of the same would be borne by the NIHFW/MoHFW.

Knowledge

Management and

Training

HSP shall have the complete responsibility of knowledge management

and training of the personnel deployed for the project.

HSP shall build a Question Bank database/Knowledge Bank and step by

step query resolution workflow based on the operations experience of the

HSP and get those approved by the MoHFW before incorporating them

for MCTH operations.

HSP will be required to prepare & update Question Bank/ Knowledge

Base & FAQ database and get it approved by MoHFW/NIHFW on

regular basis.

HSP will develop training methodology including training material in

English and Hindi for Helpdesk Agents for various types of training such

as induction training, training of trainer, supervisor training for processes

specific to MCTH, training etc.

Analytics and

Reporting

HSP shall provide regular analytical reports to NIHFW & MoHFW that

are necessary to monitor the performance of all the SLA parameters and

KPIs as identified by the TCC.

Further, HSP shall provide the customized reports as desired by the TCC,

which may be required to monitor the performance of the project and

SLA parameters on availability of HAs and MCTH application.

Disqualification of bid Bid submitted by the bidders will be disqualified if:

The bid submitted is not in the language desired by the tender

document as mentioned in Section 6, Clause 1.

Tender fee and EMD not attached with Prequalification cum

Technical bid document

The bid documents are not conforming to the terms of the RFP

Incomplete or non legible bids submitted

Bidder submits the bid after the date and time mentioned for bid

submission

The document not satisfying the criteria of Pre-qualification or

Technical criteria for the bid

Financial quote of the bid is blank or placed in envelops of

Prequalification cum technical bid

Any other grounds mentioned in this document for the

disqualification of bid.

Termination of Contract The contract between the NIHFW and HSP will be terminated in

conformity with the criteria mentioned in Section 6, ITB Clause 21-27 of

this document

Contract Value Contract value (C.V.) of the project would be quote provided in

Annexure 2



C.V. = Capex(C)+Opex(O)

Where,

Capex (C) = Total Capital expenditure as per Annexure 2.

Opex (O) = Total Operational expenditure as per Annexure 2

The helpdesk is envisaged to start with a capacity of 80 seat helpdesk. The entire project would be

executed on TURNKEY BASIS. This project on turnkey basis would be understood to mean that the

HSP shall have the complete responsibility to design, establish , operate and maintain the complete setup

of MCTH project. HSP shall have the complete responsibility of operationalization, maintenance, support

and upgradation of all components of the MCTH project.

The overall scope of work for the establishment, operation and maintenance of MCTH project has been

divided into two phases:

Phase I – Establishment & Go-Live / Operationalization of MCTH project

Phase II – Operation, maintenance & on-going support for MCTH project

Further, if any additional IT infrastructure, Non IT infrastructure, hardware, software, licenses etc.,

required for the specified scope of work and to meet the SLA requirements, HSP would be responsible for

the procurement, installation, upgradation, support, operation and maintenance of the same for entire

duration of project period or thereafter as per mutual consent.

The detailed scope of work in each phase is provided below:

2. Phase I – Establishment & Go-Live/ Operationalization of MCTH Project The Phase I of the MCTH project shall include the following activities:

Shall obtain the license of call centre operation for the project. Establishment of MCTH infrastructure

Development & implementation of MCTH application

Earmarking and mobilisation of MCTH team

Knowledge management

Capacity building

Go-Live of MCTH call centre

2.1. Establishment of MCTH Infrastructure

For the establishment of the MCTH the necessary infrastructure needs to be put in place in all locations

which can be broadly categorized into:

[A]: Network Infrastructure

[B]: Hardware Infrastructure & Software Infrastructure

[C]: Telecommunications Infrastructure

[D]: Non-IT Infrastructure

The details on each of these are discussed subsequently.

[A]: Network Infrastructure

The Network Infrastructure for the MCTH can be further subdivided into:

a) MCTH LAN Infrastructure

b) MCTH and Data Center Network

a) MCTH LAN Infrastructure

The MCTH site would be provided to the HSP with the laid out LAN cables, nodes, patch cords

etc. for each seat of the helpdesk, however the responsibility of management and maintenance of



this infrastructure lies with the HSP. Further, the network equipments such as routers, switches,

network racks, all additional equipments will be procured, deployed and managed by the HSP at

the MCTH site.

HSP will be responsible to operate and manage the complete LAN infrastructure of the MCTH

project for the entire duration of the project.

b) MCTH and Data Centre Network

All the application and database for MCTH solution shall reside at Data Centre, NIHFW Campus

in Delhi and will be connected to the MCTS Data Centre at NDC Shastri Park, New Delhi or any

other available NDC of NIC. HSP has to procure the primary internet connectivity link with

adequate speed that will completely support the scope of work and data transfer between MCTH

DC and MCTS application. However a high speed internet connectivity will be made available to

the HSP as redundant connectivity for the same.

If required: HSP should also need to integrate the MCTH application with the proposed

MCTS solution A forward and backward linkage mechanism needs to be created by the

HSP between MCTH application and MCTS solution for the exchange of data.

[B]: Hardware & Software Infrastructure

The Data Centre at NIHFW Campus, New Delhi or as decided by the NIHFW in due course of project

implementation shall be used by the HSP for deploying the MCTH solution. HSP shall procure, install,

operate and maintain the necessary (existing and new) hardware, PCs, network equipment‟s, Non-IT

equipment‟s etc. and the software (operating system, Database, Dialer, IVR solution etc.) for the same.

The procurement of any other IT and non-IT infrastructure including software licenses (application

servers, web servers, database servers etc.) for the same needs to be done by the HSP. The HSP also

needs to commission the necessary hardware, installing software/ operating system and deploy the MCTH

solution at MCTH DC. NIHFW would facilitate the same.

All licenses offered should be procured in the name and under the ownership of NIHFW. All licenses

offered:

o should be of full use, enterprise licenses, unrestricted and irreversible. This includes licenses for

the COTS products, database, application server and any of their components or any other

software required to run the application successfully.

o should in no way restrict the users in terms of view/write/modify rights. All Licenses quoted

should provide the complete rights to all the users of the NIHFW.

o for any system, sub-system or product as part of MCTH solution shall be perpetual in nature

without any recurring/ renewal license fee.

The HSP shall be made available with 80 new PCs (with 3 year warranty valid till 10th September

2015 with specification mentioned in Annexure 7 and remaining PCs (for 4 supervisors, 2 medical

consultants and support personnel deployed by the HSP) shall be procured by the HSP. Respective

vendor would install the 80 PCs at MCTH site. However HSP will ensure the installation of 80 PC‟s

to their satisfaction.

Note: In case the project duration is extended, HSP shall be responsible for post-warranty operation,

upgradation, maintenance and support of existing 80 PCs and procurement, installation, operation,

upgradation, maintenance and support of remaining PCs that will be required during the period of the

project as mentioned above.

Further, HSP should support, maintain the hardware and software of the PCs that will be provided by the

NIHFW and will be procured by the HSP during the entire period of the project without any financial

implication to NIHFW.



[C]: Telecommunications Infrastructure

HSP will be required to procure and set-up necessary telecom equipment etc. necessary for

operationalization of Helpdesk in order to meet the SLAs mentioned in this document.

MCTH project have already been allotted a toll free 5 digit Short code 10588, which shall be

operationalized by the HSP. The toll-free number will be owned by and made available by the

MoHFW/NIHFW and this shall form bulk of the available lines. The charges for toll-free number will be

paid by NIHFW. However any coordination or technical integration, if required, would be done by the

HSP with no cost implication to the project.

The HSP shall provide solution design of Toll Free numbers to callers through which to reach the MCTH

Helpdesk. Telecom Service Provider (TSP) has been selected to provide 3 outbound PRI lines and cost of

the same would be borne by the NIHFW/MoHFW.

HSP will ensure Minimum 70 calls (Outbound) and minimum 6 hours of actual calling in a day by

individual Helpdesk Agent excluding National Holidays. The 6 hours of calling will be understood as the

actual calling done by each Helpdesk Agent for outbound calls. Further HSP shall ensure the average

calling time per call is 5 minutes. The infrastructure to be designed and established by the HSP should

accordingly meet the calling requirements.

[D]: Non-IT Infrastructure (existing Non-IT infrastructure may be referred at Annexure 7)

The non-IT infrastructure for MCTH shall consist of:

Access Control System (Existing infrastructure details may be referred at Annexure 7)

o All the security access controls have already been procured for MCTH and will be made

available to HSP

o Smart card has also been procured for locations of the MCTH and will be made available to

HSP.

o Smart Card with unique access (RF read facility) needs to be provided to around 150

members including select officials of NIHFW, MoHFW etc.

o Complete maintenance of all the access control system components including already

procured items shall be done by the HSP for the entire project period.

CCTV cameras have been placed in the MCTH premises (details may be referred at Annexure 7)

including entries and exit points. The solution should have the capability to be controlled and

monitored remotely through LAN. HSP shall maintain the video recordings and shall deploy

additional CCTV cameras (if required) and should maintain comprehensively the complete setup

for entire duration of the project.

HSP will also ensure the periodic and preventive maintenance of infrastructure including air

conditioning units, electrical grounding, carpet, fixtures, cubicles, chairs, lighting, other standard

civil infrastructure etc for entire duration of the project.

Power Arrangement

o HSP would be provided with UPS and genset (detail is attached in Annexure 7) for alternate

power at MCTH facility. HSP shall be responsible for complete maintenance of UPS for

entire project duration. However the complete maintenance and recurring expenses

including fuel charges of Genset will be the responsibility of the NIHFW.

Headsets for soft phones with USB support shall be procured, installed and maintained by the

HSP for entire project duration.



Infrastructure is to be designed and established by the HSP for 80 seats. Also there will be no

licensing limits on the number of users of license for using the existing infrastructure deployed by

the HSP for MCTH project. Further, any other existing and new non IT infrastructure component,

if required, for the MCTH project execution as per the defined SLA, shall be procured, installed,

updated, supported and maintained by the HSP for entire duration of the project.

Note:

All expenses incurred by HSP for conducting the above activities need to be provided by the

bidder under the Financial Bid Format given in Annexure 2. It is hereby clarified that no extra

payment above and beyond the cost mentioned by the bidder in the Financial Bid Format given in

Annexure 2 shall be made on this account.

Prospective bidder requesting for a project site visit shall notify the NIHFW in writing or by e-

mail to the competent authority as mentioned in, Section 1 clause 5 of the RFP. Not more than

three- five members shall be nominated by the bidder for site visit. The details of the nominated

members along with the request for site-visit shall be sent to the NIHFW not later than 17:00 Hrs

on 20th

November, 2013. NIHFW will facilitate the site visit and communicate the date and time

for the same to the bidders who have placed their request for the site visit, through an email.

2.2. Development & Implementation of MCTH Application

HSP needs to design, develop and maintain an integrated MCTH solution with respect to the scope of

work specified in this section and as per the requirement of the project for the entire duration of the

project period. MCTH would mainly consist of a Dialer solution, IVRS solution and any other software

application that needs to be developed / required for the project as per scope of work and SLA.

The HSP needs to procure the appropriate licenses for the MCTH solution components (if required) and

customize them after understanding the requirements of the Ministry by interacting with key officials of

the Ministry.

MCTH will fetch its working data set from MCTS which was developed by the NIC on .NET platform

with MS SQL 2008 as back-end. The bidder needs to integrate MCTH with the MCTS to fetch the

sample or the lead set or the working set of the data and push back the validated data. The logic for the

sample or drawing of the lead set data would be provided to the HSP by the Technical Coordination

Committee of NIHFW during the requirement and development phase.

In case of change in platform of MCTS or related programmes, HSP shall be able to conform to these

changing platforms and suitably integrate with MCTH solution.

The following indicative set of activities would need to be undertaken as part of development and

implementation of MCTH solution:

Prepare the Functional Requirement Specifications (FRS) for the MCTH solution: The HSP shall

interact with the key officials in the NIHFW, NIC or any other unit as identified by NIHFW for

understanding the requirements for the development of MCTH solution. The HSP shall document

the comprehensive functional requirements and get it signed off from the TCC. Any future

modifications / changes in the application to incorporate additional field/ change in work flows /

improvements etc. shall be done by the HSP. The effort estimation in this regard will be proposed

by the HSP. However the effort estimation would be verified and approved by the TCC and

decision of TCC in this regard would be final and binding on the HSP.

Prepare the SRS for the MCTH Solution and get it signed off from the TCC.

Design the GUI (Graphical User Interface) for the MCTH Solution and get it signed off from the

TCC.



Prepare a prototype of the MCTH Solution after the approval on GUI design has been provided

by the TCC. Prototype should also demonstrate the mechanism of exchanging the data with the

monitoring and evaluation component for MCTS.

Based on the approval on the prototype by the TCC, the HSP would develop the MCTH Solution

which would provide a single interface to all the solution components of MCTH including

integration with SMS gateway of NIC server.

Test the MCTH solution.

HSP needs to host the MCTH solution in the premise of DC at NIHFW Campus, New Delhi.

HSP needs to completely operationalize the MCTH solution i.e. Go-Live of MCTH Solution

HSP also needs to prepare the instruction and user manuals for the MCTH Solution.

Apart from the above the HSP shall also:

Define data protection standards &get these approved by NIHFW and enforce the same to ensure

protection and confidentiality aspect of data.

Note:

All the equipments and solutions provided for MCTH should be IPv6 compliant, wherever

applicable.

The entire infrastructure for MCTH is to be dedicatedly used only for the MCTH project and

cannot be accessed and managed from outside facility.

All application should conform to the standards defined by the GoI, DeitY, NIC and other

Government agencies.

HSP shall get the approval of TCC for MCTH site as per their proposed solution including IT

and non IT infrastructure set up by them.

All expenses incurred by HSP for conducting the above activities by the bidder need to be

provided under Financial Bid Format given in Annexure 2. It is hereby clarified that no extra



2.3. Earmarking and Mobilisation of MCTH Team

[A]: Key Considerations for Earmarking of the Team:

a) Basic Operation Requirement

Helpdesk shall be operational with 80 Helpdesk Agents (HAs). This number is indicative only

and based on requirement, TCC may revise the number of seats at a later stage. All the Helpdesk

agents deployed for the project should be female only.

Helpdesk should provide services in languages (English and Hindi) for outgoing calls.

MCTH shall be operational with 80 Helpdesk Agents for Minimum 70 calls (Outbound) and

minimum 6 hours of actual calling in a day excluding National Holidays. The average calling

time per call is expected to be 5 minutes. This scale and time of operation of MCTH may change

in due course as per the future requirement as decided by the TCC. Further HSP should change

the timing of calling operation within a notice of two week from NIHFW

b) Call Handling Requirement

HAs will handle outbound calls for validating the data in MCTS (this data for validation would be

fetched from the MCTS at regularly defined intervals).

Outbound validation calls (including call back) needs to be made to the respective health

beneficiary or health functionary as the case may be depending on the availability of contact

information.

HAs should be able to resolve queries for Outbound calls in adherence to standard protocol as

defined by HSP and agreed upon by TCC



While handling calls HAs should simultaneously provide promotional health messages and create

awareness of current programs run by the Health Ministry which could be beneficial for

mother/child.

c) Validity & Quality of Health Advice

HSP must ensure on floor presence of 2 qualified Medical Consultants at all times. Medical

Consultants deployed for the project should be female. They will impart non clinical health

advice on the queries which are not present in the general question bank/FAQs & may direct

mothers to the nearest health facility (with the required services.). This is to ensure that

appropriate advice is provided by suitably qualified personnel.

HSP, in order to ensure quality of interaction for providing health advice should record all such

calls. NIHFW may select any random set of recorded calls and may get it verified for „Quality of

Call‟ by the Knowledge Partner appointed by them. The quality of health advice services will be

checked on parameters like sensitivity of handling call, accuracy of information provided,

effectiveness of health advice imparted etc.

d) IVRS Call Handling Requirements

Scope of IVRS services shall cover the following key functionalities:

o IVRS should promote and educate beneficiaries/health workers regarding government

programmes and benefits

o It should provide the beneficiary details as enquired by the beneficiaries. The framework for

the same would be designed and developed after due discussion and approval of NIHFW

o It should have a smooth handover facility to the Helpdesk Agent for personalized assistance

o IVRS should also have the facility to call beneficiaries/ health service providers for

verification of beneficiary/ health service provider‟s records, government health schemes and

programme promotions and intimating them regarding their due/ overdue services.

[B]: MCTH Team Composition

One of the most important aspects of the entire MCTH project is the skill set / manpower that is operating

and managing the entire MCTH project. The HSP shall provide a judicious mix of skill sets for smooth

and effective establishment, operation and maintenance of MCTH project. Based on the roles to be

played, the entire manpower to be provided by HSP (i.e. MCTH Team) shall broadly consist of the

„Operational Team‟. The details of the team are covered under the subsequent sections:

MCTH Team Team Composition

Operational Team Program Manager (Full time)

Supervisor (Full time)

Helpdesk Agents (Outbound Calls) at First and Second Level of Call

Resolution. (Full time)

Medical Consultants (Full time)



Operational Team

The helpdesk will have a capacity of 80 seats for which the HSP shall provide the adequate operational

team. The details on manpower requirement for operational team, their qualification, roles &

responsibility are outlined in the table below:

S.No. RESOURCE QUALIFICATION/EXPERIENCE

A Program Manager ( 1Program Manager for the MCTH project )

Program Manager

Should be an MBA or an equivalent degree

Should have at least 5 years of experience in Project Management with

atleast 2 years in managing call centre projects.

Should be fluent in Hindi & English

B SUPERVISOR (4 Supervisors for 80 Helpdesk Agents)

Supervisor

Should at least be a graduate in any stream

Should have minimum 5 years of experience with at least 2 years of

experience as a supervisor for Call Centre

Should have excellent communication skills in Hindi & English.

C MEDICAL CONSULTANT (2 Medical Consultants for 80 Helpdesk Agents)

Medical

Consultant

Should be an MBBS with at least two years of experience as a medical

consultant / practitioner in India.

Should be fluent in Hindi & English

D HELPDESK AGENTS (HAs) (80 Helpdesk Agent)

Helpdesk Agents

Should at least be graduates with requisite soft-skill training and working

knowledge of computer.

Should have excellent communication skills in Hindi or English.

Knowledge of any other Indian Language would be desirable.

Note: The HSP shall “Hire, Retain and Supervise” the agents to run the Helpdesk Operations and should

also ensure that all HAs have excellent knowledge of dialects and communication skills to understand the

caller and communicate with him/her effectively.

Note:

The HSP would be required to provide CVs of the key personnel of the Operational team and CVs of

the Medical Consultants of the Operational Team as per the requirements.

NIHFW will have the right to evaluate the suitability of any or all the members of the MCTH team

including before their deployment on the project. In case where any resource is not found suitable by

NIHFW than the HSP shall replace the resource withing one week from the date of written intimation

from NIHFW.

NIHFW has the right to evaluate all the members of MCTH team appointed by the Helpdesk Service

Provider at any stage and can reject them in case they are not found suitable. Under such

circumstances, the Helpdesk Service Provider shall replace the resource within one week from the

date of written intimation from NIHFW.

In case, a resource is replaced, HSP will ensure that the replacement resource should be equally or

more qualified as per the qualification/ experience criteria mentioned above with written approval

from NIHFW.

Accordingly HSP shall hire and train their domain experts as per the requirements of programs

without any cost implication to NIHFW. However NIHFW may render assistance on domain

expertise in this regard.



[C]: Mobilization of the MCTH Team :

Mobilization of the Operational Team should be done immediately after the “Go-Live” of the

MCTH Project.

As a parallel activity to the MCTH solution development & implementation, the HSP will ensure

that the functional team members are trained on the MCTH solution in live environment and

provided a briefing of the MCTH operations. This will ensure that project continuity is

maintained as a trained functional team is available from Day-1 on Go-Live of MCTH project.

Note: All expenses to be incurred by HSP for conducting the above activities need to be provided by the

bidder as mentioned in the Financial Bid Format given in Annexure 2. It is hereby clarified that no extra



2.4. Knowledge Management

It will be the responsibility of the HSP to develop the initial standard question bank. The question

bank developed by the HSP will only be validated by Knowledge Partners as appointed by

NIHFW for this purpose. HSP will be responsible for creation, management and updation of

knowledge repository for the MCTH content.

Review of Standard Operating Procedures and Information Security Guidelines & Protocol for

MCTH prepared by the HSP will be done by TCC.

HSP will be responsible for :

o Developing the standard protocols for handling outgoing calls, dissemination of mandatory

information, data capturing for outgoing calls etc. If required, the team may also collaborate

with domain experts.

o Developing content like opening/closing script, targeted campaigns etc.

o Developing a Standard Operating Procedure manual for handling commonly received

requests.

o Updating FAQs question bank on fortnightly-basis. The response to new question should be

validated and approved by Knowledge Partners appointed by NIHFW

Note: All expenses incurred by HSP for conducting the above activities need to be provided by the bidder

as mentioned in the Financial Bid Format given in Annexure 2. It is hereby clarified that no extra



2.5. Capacity Building

The MCTH Team would be required to be trained and made aware of the MCTH before the start of the

operations. The training requirements for the same are provided below:

a) Training on MCTH Solution HSP needs to train/retrain its team on MCTH solution afresh or for any changes made later on.

The training manuals and related material for the same would be prepared by the HSP.

HSP shall also provide training on the MCTH application to around 20 members selected by

NIHFW.

b) Soft-skill Training: HSP should provide regular soft-skill training to the HAs for handling calls in an appropriate

manner. The training schedule shall also include coverage of soft skills training on a periodic basis

to maintain quality of service.



c) Domain Training: HSP will appoint domain experts/institutions for providing domain-specific knowledge training to

the HAs. The appointed domain experts/institutions of HSP will develop intensive domain-specific

training modules. It will be the responsibility of the HSP to ensure that all HAs received

appropriate domain training. HSP shall bear all expenses incurred for this activity.

2.6. Go-Live of MCTH Project

HSP shall ensure that the Go-Live of the project takes place according to the timeline mentioned in

Section 5: Schedule for Completion. Operationalization of the call center will start from the date of

Go-Live and sign off from NIHFW.

Note: All expenses incurred by HSP for conducting the above activities need to be provided by the bidder

as mentioned in the Financial Bid Format given in Annexure 2. It is hereby clarified that no extra



3. Phase II –Operation, Maintenance & On-Going Support for MCTH Project 3.1. Operation and Maintenance of MCTH Project

After the successful completion of the Phase-I activities. HSP will be responsible for Phase II i.e.

Operation & Maintenance of the MCTH Project for a period of 6 months from the date of Go-Live based

on its satisfactory performance.

HSP shall be appointed for a period of 6 months from the date of completion of Phase I, that can be

renewed based on the requirements of MoHFW/ NIHFW. It may be clarified that the date of Go-Live and

sign-off are the same by the NIHFW, shall be treated as the first day of the contract of 6 months.

It will be the responsibility of the HSP to maintain all the components (existing components as mentioned

in Annexure 7 and new components that will be procured and commissioned by the HSP during project

execution) of MCTH for which the HSP would also be required to interact with the other vendors

appointed by NIHFW. The NIHFW shall provide the necessary details and directives for smooth

interaction with the other vendors appointed by NIHFW. However for all the components procured by

HSP, the maintenance/support responsibility shall be solely of HSP.

In addition to this HSP will have to critically review the complete system periodically (including all

hardware and software items), fine-tune the system, carry out necessary modifications and additions in the

solutions during the contract period & maintain them. In the event of release of updates by the OEMs, the

HSP shall update the system from time to time to ensure operation.

Note: All expenses incurred by HSP for conducting the above activities need to be provided under the per

hour HA calling rate as mentioned by the bidder in the Financial Bid Format given in Annexure 2. It is

hereby clarified that no extra payment above and beyond the cost mentioned by the bidder in the

Financial Bid Format given in Annexure 2 shall be made on this account.

3.2. On-Going Support for Implementation of Additional Requirements of NIHFW

The HSP shall implement and rollout any additional requirements specified by NIHFW during

the Post Implementation period of the project.

These requirements may include addition of other programs of NIHFW to the MCTH or inclusion

of the currently outsourced helpdesks. This may include changes/additions in the existing MCTH

solution or development of new component in MCTH solution for the respective program.



For this component the HSP needs to carry out all the activities such as requirement analysis,

FRS preparation, SRS preparation, SDD design, preparation of ICT requirements, software

development, implementation, rollout, training, preparation of instruction/operational/user

manuals etc. as per the requirement of the Ministry. As and when the need arises, the TCC in

discussion with the HSP shall freeze the scope of work and finalize the skill sets (team

composition) and man-month efforts required for completion of the envisaged task.

HSP will submit the requirement of additional man effort required for any ongoing support for

implementation of additional requirements of NIHFW. TCC will assess the efforts proposed by

the HSP and the decision of TCC in this regard would be final and binding on the HSP.

4. Other Key Operational Requirements 4.1. Information Security Requirements

The systems shall be designed in a way that guarantees that information is collected directly from

the caller, and shall only be used for the specific purpose for which it was collected.

HSP will create Privacy manuals with approval of TCC and ensure their strict adherence by the

Helpdesk Agents.

Access to all physical locations such as server rooms and agent floor shall be restricted to

authorized personnel using suitable physical and logical security measures.

There shall be a complete and comprehensive security from unauthorized access and misuse.

Access to data shall be based strictly on user access rights privileges and in case of any breach

HSP will responsible for this.

All data and information collected and accessed by the HSP is owned by the MoHFW/NIHFW

and shall not be used for any purpose other than for delivering Helpdesk services.

The NIHFW reserves the right to appoint third parties to audit information security procedures,

processes, systems put in place by the HSP at any time without giving prior notice.

4.2. Monitoring & Performance Management

MCTH solution should provide MIS Reports like pending calls, abandoned calls, average time in

queue for each type of service, average time per call, trends, call utilization, classification wise

problems etc. MIS report formats will be finalized in consultation with the Ministry.

HSP should provide all the system generated reports related to availability of HA and MCTH

application to ensure monitoring the SLAs for the project.

Based on the performance reports submitted by the HSP on a weekly/ fortnightly/ monthly basis,

the Technical Coordination Committee (TCC) will assess the performance of the HSP and revise

the MCTH operational requirements in terms of number of records to be validated/ seats/

languages/ shifts etc.

4.3. Scalability Requirement

HSP should scale up and customize the MCTH solution as per the requirements of NIHFW for

the entire duration of the project.

The number of seats/languages could be periodically reviewed for augmentation/enhancement or

downsizing as per the requirement of the Ministry.

Note: All expenses incurred by HSP for conducting the above activities need to be provided by

the bidder as mentioned in the Financial Bid Format given in Annexure 2. It is hereby clarified

that no extra payment above and beyond the cost mentioned by the bidder in the Financial Bid

Format given in Annexure 2 shall be made on this account.

4.4. Audit Requirement

The NIHFW also reserves the right to conduct un-scheduled quality audits as and when required.



Quality audits shall focus on following broad areas (but not limited to):

o Quality of infrastructure and sizing deployed by the HSP for MCTH.

o Quality of agent equipments like headsets, workstations etc.

o IT infrastructure, servers, IVRS, ACD, TTS, CTI etc.

o Physical and logical security etc.

llAny other activity required to complete the scope of the project will also be the responsibility of the HSP

& will be performed at no extra cost to the NIHFW.



SECTION 4: KEY FEATURES / SPECIFICATIONS OF MCTH SOLUTION Some of the key features/specifications required for the MCTH components are provided below

1. Implementation of the IVRS solution

IVRS should be scalable and provide ease of integration with the other components of MCTH

solution.

Identifying the region from which the call is originating and greeting the caller in corresponding

language of English and Hindi. The language of the IVRS menu should then be decided based on

caller choice thereon.

IVRS shall interact with the callers in duplex mode through synthesized recorded voice in

Hindi/English depending on region from where the call originates.

IVRS shall have a GUI based tool to develop call trees / applications, configure customer types,

configure messages based on campaigns, caller group identification etc.

Caller may skip menu by pressing the necessary response. At any time during the call the caller

may be transferred to the Helpdesk Agent by pressing a pre-defined number.

IVRS should be integrated with the MCTH/MCTS Solution and stakeholder profiles of previous

callers can be referenced through their contact number, 18-digit unique ID,

ANM/ASHA/Anganwadi worker ID etc. based on caller input

IVRS should be able to retrieve HA availability from Automatic Call Distributor (ACD) and

announce expected caller‟s queue waiting time and queue length

Provide automated responses outside of working hours (based on business rules defined by

NIHFW)

2. Required Key features for Reporting

HSP should provide all the system generated reports that are required to monitor the SLAs for the

project. Reports to provide evidence of SLAs on a monthly basis to be submitted to NIHFW:

o Component Based Reports

o System Based Reports

o Performance Based Reports

Should be able to generate reports to aid operational efficiency like:

o Most frequent query analysis and create IVRS self-service module, if required for them

o Analysis of queries based on region, call resolution time, first/second level resolution,

language chosen by citizen for interaction etc

o HA-wise/HA Group wise activity reports (both real-time and historical): login, logout time,

idle time, average speed of answer, average handling time, number of dropped calls, number

of unresolved queries, number of queries escalated to next level, average or total number of

free agents in each group, efficiency of each agent or agent group etc

o Call Analysis: Number of calls answered, number of calls abandoned, Average and total call

duration for different HAs/groups

Capability of exporting reports into various format such as Excel, Word, plain text etc

3. Required key features of the Dialler Some of the key features of CTI would include:

Helpdesk Agents should be able to dial from the application interface integrated with MCTS

application.

Click dialling, Auto dialling, application based dialling etc.



SECTION 5: SCHEDULE FOR COMPLETION OF TASK

1. Project Plan and Time line The HSP will have to synchronize various activities and adhere to the time schedule as provided in the

table below:

PHASE ACTIVITIES TIME

PHASE

I

ESTABLISHMENT & GO-LIVE /OPERATIONALIZATION OF

MCTH PROJECT

A Establishment of MCTH Infrastructure

Tg=To+6 weeks

B Design, Development, Testing and Implementation of Mother

and Child Tracking Helpdesk Solution

C Earmarking and Mobilization of MCTH Team

D Creation of Knowledge Repository

F Capacity Building

G Go-Live of MCTH (Tg)

PHASE

II

OPERATION, MAINTENANCE & ON-GOING SUPPORT FOR

MCTH PROJECT

A Operation & Maintenance of MCTH Project for a period of 6

months from the date of Go-Live of MCTH project. Tg+6 Months

B Implementation of IVRS Application (Go-Live) Tg+1 Month

Note:

‘To’ refers to the date of signing the contract and start of the project.

‘Tg’ refers to the date of Go-Live of Mother and Child Tracking Helpdesk (MCTH) Project

In case of addition of any other programs of MoHFW/NIHFW to the MCTH, the timelines

for incorporation and implementation of the same shall be mutually discussed between the

appointed HSP and NIHFW.

If the successful bidder fails to offer the services within the periods as specified in the

schedule above, NIHFW shall, without prejudice to its other remedies under the Bid, deduct

from the performance security, as liquidated damages, a sum equivalent to 0.25% of the total

cost of the contract value for each week or part thereof of delay until Final Acceptance, up to

a maximum deduction of the 10% of the total Contract value. However if the cumulative

delay is more than 15 days, NIHFW shall have the right to terminate the contract and forfeit

the performance security.

The bidder shall strictly adhere to the timelines quoted in the RFP

Review of Deliverables

NIHFW will review each deliverable within agreed time frame and will issue “Permission to Proceed” or

“Permission to Proceed subject to certain conditions”.

2. Roles and Responsibilities

2.1. Successful Bidder / HSP

HSP shall procure, install, operate, maintain and provide support for the complete (Existing and

new) infrastructure (IT, non IT and others) required for the MCTH project for the complete

duration of the project on turnkey basis.

The ownership of the complete infrastructure will remain with the NIHFW, however, HSP will

have the custody of the MCTH premise for the entire project duration to maintain the complete



infrastructure and hand over the complete infrastructure in operational condition to the NIHFW

after the completion/ termination of the contract.

HSP shall undertake full responsibility of any kind of software development or customization

required for MCTH project.

HSP shall have the complete responsibility of data security for the MCTH project.

HSP shall follow institutional rules/ regulations for entering the premise of NIHFW.

The staff deployed by the HSP shall have no claim for any appointment in NIHFW. The liability

of NIHFW shall be confined to the payment of money which the HSP can claim as per the

contract. NIHFW shall not be liable to provide any medical treatment or monetary compensation

to the employees of the HSP, in case they incur any injury during the course of their deployment

at MCTH project.

HSP shall also integrate the MCTH Application with the proposed MCTS solution for

dialing.

HSP shall manage the overall project as a single point of contact.

HSP shall obtain the license of call centre operation for the project.

HSP shall prepare and Monitor the Project Plan, Periodic Status Reports on availability of HAs

and MCTH application, Training Guidelines & Modules, Knowledge Management Protocol,

prepare and submit risk and mitigation strategies, Review Meetings etc.

HSP shall understand the business requirements of the NIHFW for MCTH as well as other

programmes of the Ministry as and when they are planned to be rolled out through MCTH.

Continual revision in the formats and data to be incorporated by the HSP in the weekly /

fortnightly / monthly /quarterly / yearly reports to be submitted with regards to MCTH operations

& SLAs.

HSP shall prepare guidelines and details of the changes if any that are required in the

applications, SLA‟s, reporting formats.

HSP shall provide training to Helpdesk Agents, select members of training agency and select

officials of NIHFW.

Procure, Install, update and maintain the requisite components of the solution (hardware and

software) at MCTH DC site at NIHFW Campus, New Delhi or any place as decided by NIHFW

in due course.

The complete responsibility to procure, commission, maintain, update and operate the DC at

MCTH site, NIHFW Campus, New Delhi or any place as decided by NIHFW in due course

would remain with HSP. Any hardware and software upgradation required for the MCTH project

would be the responsibility of the HSP.

The complete responsibility to commission, operate, update and maintain the non IT components

of MCTH project (As mentioned in the scope of the project) including access control system,

CCTV cameras, power etc. would be the responsibility of HSP

Any other IT and non IT components that would be required for smooth operation of MCTH

project should be procured, commissioned, operated, update and maintained by the HSP during

the entire project period

HSP shall establish and maintain the specified SLAs. HSP should provide all the system

generated reports that is required to monitor the SLA for the project.

HSP shall undertake regular maintenance and upgradation of the system to ensure its optimum

utilization and performance.

HSP shall have the responsibility to maintain discipline of the office environment and safety of

the helpdesk, Helpdesk Agents and other support staffs deployed at the MCTH site.

HSP shall provide maintenance, update and support all components (including IT and non IT) of

MCTH Project.



The HSP would ensure that all laws, rules and guidelines governing the operation of call centres

like safety of employees, reimbursement for night working hours etc. should be strictly adhered

to.

The HSP would ensure that all laws, acts, rules and guidelines governing the applications and the

security guidelines of Ministry of Communications & Information Technology are adhered to.

HSP shall handover the MCTH site along with all infrastructure built for the project to NIHFW at

the end of project period or the time mutually agreed to by the NIHFW and HSP or at the

termination of the contract with HSP.

2.2. Ministry of Health and Family Welfare

TCC for MCTH project would be constituted and it will be responsible for following activities:

o Overall responsibility of management of the project.

o Monitor the deliverables submitted by HSP, as well as coordinate the MCTH operations.

o Address all issues pertaining to the project including taking on the responsibility for the final

sign off as well as annual performance review for contract renewal on annual basis. NIHFW

reserves the right to terminate the contract on breach of the contract terms and conditions

(including RFP and related documents) by the HSP. Also TCC may extend the project based

on mutually accepted and agreed terms on the cost of OPEX only.

o Monitor the performance of the HSP through SLAs as mentioned in this document.

2.3. National Institute of Health and Family Welfare

NIHFW will provide support to the HSP in smooth coordination with the stakeholders for

development of MCTH application.

NIHFW will define the sub-data set/working data set based on national health programmes, M&E

requirement etc.

NIHFW will facilitate effective coordination between the HSP and the other authorities (NIC,

NIHFW, Knowledge Partners etc.)

Shall facilitate HSP in access to the MCTH site

Shall provide electricity for the MCTH facility

Shall provide the necessary support pertaining to successful execution of MCTH project

Shall coordinate for any matter related to MCTH project with NIHFW.

2.4. National Informatics Centre (NIC/NICSI)

Shall provide the necessary technical support for the MCTS to key personnel from HSP.

Shall provide adequate details to HSP for integration of MCTH application with MCTS.

Will ensure smooth data exchange between MCTS and MCTH.

2.5. Project Management Unit (MCTH ePMU)

Monitor progress of project and keep NIHFW and other key stakeholders informed about the

project progress.

Timely escalate queries to the nodal officers that have not been resolved.

Monitor service levels being maintained by the HSP.

Design the performance measurement framework i.e. identify performance metrics, term-end

report, status report etc. necessary for NIHFW to monitor HSP performance over the contract

period

Identify the bottlenecks preventing the smooth functioning of the MCTH based on HSP reports.

Identify processes & interventions required at broad level for enhancing efficiency &

effectiveness of processes in Mother and Child Tracking Helpdesk.



Assist in expanding the functionality of the helpdesk for other national health programmes by

conceptualization of helpdesk requirement as defined by NIHFW for other national health

programmes.

2.6. Knowledge Partners

Provide the necessary technical input/ medical know-how to HSP & start development of

appropriate responses for standard question bank.

Provide necessary approvals to responses entered in the temporary question bank and answered

with the aid of content management team of HSP.



SECTION 6: INSTRUCTIONS TO BIDDERS

Preparation of Bids

1. 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 NIHFW shall be written in English language only.

2. Documents Constituting the Bid The Proposal submitted by the Bidder shall comprise the following documents:

Prequalification cum Technical bid (including eligibility criteria in two separate envelops as

mentioned in Section 6, Clause 7.1 and 8.1) in the formats specified in Annexure 1 and

Annexure 10 of this RFP.

Financial bid in the formats specified in Annexure 2 of this RFP.

Any other information that is to be submitted during the course of Proposal process.

2.1 Prequalification cum Technical Criteria Any bid failing to meet the prequalification cum Technical criteria mentioned in Annexure 1 shall be

summarily rejected and will not be considered for further Evaluation.

Change in Prequalification cum Technical Criteria If there is a change in the status of the bidder which may lead to non-compliance to the prequalification

cum Technical criteria mentioned in Annexure 1, at any stage during the bid process till the award of the

project, the bidder should immediately bring the same to the notice of the NIHFW. In this case the

Ministry may take appropriate steps which may also lead to rejection of bid.

2.2 Consortium

The Bid can be submitted by an individual or a consortium. In case of consortium the same shall not

consist of more than three companies/ corporations. One of the consortium partners shall be designated as

“Prime Bidder” and the contract will only be signed by the “Prime Bidder”. In case of consortium

applicant, consortia shall also submit a valid Memorandum of Understanding (MOU)/agreement clearly

specify the prime bidder, stake of each member and outline the roles and responsibilities of each member.

Every member of the consortium shall be equally responsible and jointly liable for the successful

completion of the entire project. However lead bidder shall give an undertaking for successful completion

of the project. In case of any issues, lead bidder would be responsible for all the penalties.

A bidding company/ corporation cannot be a part of more than one consortium and also any member of

consortium cannot bid separately as a sole bidder. The prime bidder of the Consortium will be the single

point of contact for the purposes of the RFP, till the validity of the contract. Any dispute amongst the

Consortium Members shall not be the responsibility of the NIHFW. NIHFW will not take any financial

burden in case of any dispute among the consortium*.

The Bidder and all consortium partners must have Company registration certificate, Registration under

labor laws & contract act, valid VAT/ Sales Tax Registration Certificate, valid Service Tax Registration

Certificate and Income Tax Return as specified in the RFP. The Bidder and all consortium partners

implementing the project shall not be under a Declaration of Ineligibility for corrupt or fraudulent

practices or blacklisted with any of the Government agencies.



2.3 Prequalification cum Technical Bid Prequalification cum technical bid shall comprise of the cover letter, details & documents of the bidder

meeting the prequalification cum technical criteria, proposal and an undertaking (for contents and formats

of the prequalification cum technical bid kindly refer Annexure 1 and Annexure 10).

Kindly note that any reference/ mention of the financial quote or price schedule in the prequalification bid

shall be at the bidder‟s risk and may result in rejection of the bid.

2.4 Financial Bid The financial bid should comprise of the price schedule in accordance with ITB Clauses 3 and 4. Kindly

ensure that the financial bid is in the same format as provided in Annexure 2. Non adherence to the format

of the financial bid as specified in Annexure 2 of the bid documents shall be at the bidder‟s risk and may

result in rejection of the bid.

Contract value (C.V.) of the project would be quote provided in Annexure 2

C.V. = CAPEX(C) + OPEX(O)

Where,

CAPEX (C) = Total Capital expenditure as per Annexure 2.

OPEX (O) = Total Operational expenditure as per Annexure 2

2.5 Bid Security Bid security should be furnished in accordance with ITB Clause 4.

2.6 Undertaking An undertaking from the individual or a consortium bidder stating the compliance with all the conditions

of the RFP and criterion of the bidding document is required, since no deviation or assumptions will be

acceptable to the NIHFW in accordance with Annexure 1 of this RFP.

3. Bid Price

3.1 Prices in the Price Schedule As part of its quote, the bidder shall provide each line item wise breakup of the financial bid, separately

stating the taxes and duties payable thereon, as per the format provided in Annexure 2.In case the breakup

is not given separately as per the formats provided, the bidder would run the risk of being disqualified.

The Financial Bids should strictly conform to the formats to enable evaluation of bids. A special care

must be taken to ensure that the bids do not have any hidden costs or conditional costs, as this shall make

the proposal liable for outright rejection.

3.2 Separation of Price Components The price components furnished by the bidder in accordance with ITB Clause 3.1 above will be solely for

the purpose of facilitating the comparison of bids by the NIHFW and will not in any way limit NIHFW‟s

right to contract on any of the terms offered.

3.3 Fixed Price Prices quoted by the Bidder shall be fixed and no variation will be allowed under any circumstances. No

open-ended bid shall be entertained and the same is liable to be rejected straightaway.

3.4 Bid Currencies Prices shall be quoted in Indian Rupee (INR).



4. Bid Security/Earnest Money Deposit (EMD)

4.1 Amount of Bid Security The bidder shall furnish, as part of its bid, a bid security in the form of Bank Guarantee / Demand Draft /

Banker‟s Cheque /Fixed deposit drawn in favour of “Director, NIHFW, New Delhi” for an amount of Rs.

3,00,000/-(Rs Three Lakhs Only) payable at Delhi. EMD should be valid for a period of 90 days from the

date of submission of the bid.

4.2 Currency of Bid Security The bid security shall be furnished in Indian Rupees.

4.3 Requirement of Bid Security The bid security is required to protect NIHFW against the risk of bidder‟s conduct, which would warrant

the security‟s forfeiture, pursuant to ITB Clause 4.6.

4.4 Discharge of Bid Security of Unsuccessful Bidder The successful Bidder‟s bid security will be returned subsequent to receipt of the Performance Bank

Guarantee from the Bidder pursuant to ITB Clause 20.

4.5 Discharge of Security Bid of Successful Bidder The successful Bidder‟s bid security will be returned subsequent to receipt of the Performance Bank

Guarantee from the Bidder pursuant to ITB Clause 20.

4.6 Forfeiture of Bid Security The bid security can be forfeited if a Bidder

Withdraws its bid during the period of bid validity specified by the bidder on the bid form or

Does not accept the correction of errors pursuant to ITB Clause 16 or

In case of the successful bidder, if the bidder fails

o To sign the contract in accordance with ITB Clause 19 and 20

o To furnish performance bank guarantee in accordance with ITB Clause 20

5. Rejection of Bid Any bid not secured in accordance with ITB Clauses 4 mentioned above, shall be rejected by the NIHFW,

without any further correspondence, as non-responsive.

6. Period of Validity of Bids

6.1 Validity Period Bids shall remain valid for 180 days from the date of submission of bid. NIHFW holds the rights to reject

a bid valid for a period shorter than 180 days as non-responsive, without any correspondence. However

the financial quotes provided by the bidder as mentioned in Annexure 2, shall be valid for two (2) years.

Any extension to the contract duration shall be based on the OPEX quoted by the bidder as per their

financial quote.

6.2 Extension of Period of Validity In exceptional circumstances, NIHFW may solicit the bidder‟s consent to an extension of the period of

validity. The project shall be extendable on the cost of OPEX (Annexure 2, (B & C)). The request and the

response thereto shall be made in writing. Extension of validity period by the bidder should be

unconditional. The bid security provided under ITB Clause 4 shall also be suitably extended. A bidder

may refuse the request without forfeiting the bid security. A bidder granting the request will not be

permitted to modify its bid.

7. Format and Signing of Bid

7.1 Number of Copies of Bid The bids should be submitted in hard and soft copy in respective envelope as specified in ITB Clauses 8.



7.2 Authentication of Bid The original /duplicate copies of the bid shall be typewritten and shall be signed in ink by a person or

persons duly authorized to bind the bidder to the Contract. The letter of authorization shall be

supported by a written power-of-attorney accompanying the bid. Scanned or digitized signatures are

not permitted. Non adherence to this clause would make the bid liable for rejection.

7.3 Validation of interlineations in Bid Any interlineations, erasures or overwriting shall be valid only if the person or persons signing the bid

have authenticated the same with signature.

8. Sealing and Marking of Bids

8.1 Enclosing of the Bid The bids should be enclosed in envelopes as per the following:

Sealed Envelope A: This envelope should contain the original copy of bids and should clearly

provide the contents of the envelope. This would contain original copy (hard and soft) of the

Prequalification cum technical bid along with the EMD and Tender Fee and BoM. The envelope

should clearly provide the contents of the envelope and should be super scribed as “original copy-

Prequalification cum Technical bid”.

Sealed Envelope B: containing an original copy (hard copy only) of financial bid. The envelope

should clearly provide the contents of the envelope and should be super scribed as “original copy-

Do not open with Prequalification cum Technical Bid”.

8.2 Mailing Address for Bids The inner and outer envelopes shall be addressed to the NIHFW at the following address

Prof. T. G. Srivastav,

Room. No. 141,


National Institute of Health and Family Welfare


8.3 Responsibility of NIHFW If the outer envelope is not sealed and marked as required by the ITB Clauses 8.1 and 8.2, the NIHFW

will assume no responsibility for the bid‟s misplacement or premature opening.

8.4 Rejection of Bid The Bid has to be submitted in the form of printed documents. The bids submitted by Telex, fax or email

shall not be entertained.

Any condition put forth by the bidder non-conforming to the bid requirements shall not be entertained at

all and such bid shall be rejected.

9. Deadline for Submission of Bids

9.1 Last date for Submission The bids (Prequalification cum Technical and Financial) must be received by NIHFW, at the address

specified under ITB Clause 8.2, not later than the date and time mentioned in Key Dates and Events

table above. In the event of the specified date for the submission of bids being declared a holiday for

NIHFW, the bids will be received up to the appointed time on the next working day.



9.2 Extension for Last date for Submission NIHFW may, at own discretion, extend this deadline for submission of bids by amending the bid

document in which case all rights and obligations of NIHFW and bidders previously subject to the

deadline, will thereafter be subject to the deadline as extended.

10. Late Bids Any bid received by NIHFW after the deadline for submission of bids prescribed by NIHFW, will be

summarily rejected and returned unopened to the bidder. NIHFW shall not be responsible for any postal

delay or non-receipt / non-delivery of the documents. No further correspondence on this subject will be

entertained.

11. Modification and Withdrawal of Bids

11.1 Written Notice The bidder may modify or withdraw its bid after the bid‟s submission provided that the NIHFW receives

written notice of the modification or withdrawal before the expiration of deadline prescribed for

submission of bids.

11.2 Signing and Marking of Notice The bidder‟s modification or withdrawal notice shall be prepared, sealed, marked and dispatched in

accordance with the provisions of ITB Clause 7. A duly signed withdrawal notice may also be sent by fax

or post so as to reach the designated office before the expiration of deadline for submission of bids.

11.3 Last Date of Notice No bid may be modified subsequent to the deadline for submission of bids. No bid may be withdrawn in

the interval between the deadline for submission of bids and the expiration of period of bid validity

specified by the bidder on the bid form. Withdrawal of a bid during this interval may result in the

forfeiture of bidder‟s bid security.

Bid Opening and Evaluation of Bids

12. Opening of Prequalification cum Technical Bids

12.1 Opening of Bids NIHFW will open all Prequalification cum Technical Bids in the presence of bidders‟ representatives who

choose to attend the Prequalification cum Technical Bid opening at the date and time mentioned in Key

Dates and Events table above at a venue that will be communicated by NIHFW. the bidder‟s

representatives who are present shall sign a register evidencing their attendance.

Prequalification cum Technical Bids will be opened and evaluated in detail. However any bid failing to

meet any one of the Prequalification cum Technical criteria as mentioned in ITB Clauses 2.1 shall be

summarily rejected and will not be considered for further evaluation.

12.2 Announcement of Bids In the event of the specified date of bid opening being declared a holiday for NIHFW, the bids shall be

opened at the appointed time and location on the next working day.

12.3 Clarification of Bids During evaluation of bids, NIHFW may, at its discretion, ask the Bidder for a clarification of its bid. The

request for clarification and the response shall be in writing. If the response to the clarification is not

received before the expiration of deadline prescribed in the request, NIHFW reserves the right to make its

own reasonable assumptions at the total risk and cost of the Bidder.

13. Opening of Financial Bids

13.1 Opening of Bids Financial Bids will be opened and compared after the Prequalification cum Technical bid evaluation has

been completed for those bidders whose Prequalification cum Technical bids reach the minimum score

/standard as specified in this RFP.



13.2 Announcement of Bids The Financial Bids will be opened in the presence of bidders‟ representatives who choose to attend the

financial bid opening on date and time to be communicated to all the eligible and qualified bidders. The

bidder‟s representatives who are present shall sign a register evidencing their attendance. The name of

bidder, bid prices, discount, etc. will be announced at the meeting. In the event of the specified date of bid

opening being declared a holiday for NIHFW, the bids shall be opened at the appointed time and location

on the next working day.

14. Preliminary Examination

14.1 Completeness of Bids NIHFW will examine the bids to determine whether they are complete, whether they meet all the

conditions of the RFP and whether any computational errors have been made, whether required security

& tender fee have been furnished, whether the documents have been properly signed, and whether the

bids are generally in order.

14.2 Rectification of Errors Arithmetical errors will be rectified on the following basis. If there is a discrepancy between the unit price

and the total price that is obtained by multiplying the unit price and quantity, the unit price shall prevail

and the total price shall be corrected. If there is a discrepancy between words and figures, the amount in

words shall prevail. If the bidder does not accept the correction of errors, its bid will be rejected and its

bid security may be forfeited.

14.3 Rejection of Bid If a bid is not responsive and not fulfilling all the conditions it will be rejected by NIHFW and shall not

subsequently be accepted even if it is made responsive by the bidder by correction of the non-conformity.

15. Evaluation and Comparison of Bids

15.1 Stages of Evaluation The evaluation of the proposals will be carried out in two stages:

i. Prequalification cum Technical Bid Evaluation: The first stage of the evaluation will be the

assessment of the Prequalification cum Technical bid. Bidder must satisfy all the criteria

mentioned in Annexure I to successfully qualify this stage.

ii. Financial Proposal Evaluation:

The financial bids of only those bidders will be opened who qualify the prequalification cum

technical evaluation stage. The bidders whose bids do not qualify for technical evaluation criteria

may collect their un-opened financial bids from NIHFW on prior intimation within 15 days from

the opening of the financial bids.

The successful bidder shall be identified based on the criteria as mentioned in Annexure 6, successful

bidder shall be considered for the award of the project. Normally there would be no post tender

negotiations. If at all negotiations are warranted, it would be only under exceptional circumstances and

NIHFW reserves the right to negotiate with the bidder who is the Lowest bidder on the evaluation of the

proposals. If NIHFW is unable to finalize a service agreement with the lowest bidder(L1), NIHFW may

proceed to the next lowest bidder(L2) and so on until a contract is awarded.

16. Bid Evaluation Criteria The bid proposal will be evaluated using the following criteria.



Sl. No. Description Details

1

Stage-I: Prequalification cum Technical Bid.

Only the bids qualifying the

Prequalification cum Technical Bid shall

be further considered for the Financial Bid

Opening.

2 Stage-II: Financial Bid

Financial bid would be opened for those

bidders that would qualify at the

Prequalification cum Technical bid

evaluation stage.

17. Contacting the NIHFW

17.1 Contact by Writing Subject to ITB Clause 13 and Clause 14, no bidder shall contact NIHFW on any matter relating to its bid,

from the time of the bid opening to the time the project is awarded. If the bidder wishes to bring

additional information to the notice of NIHFW , it should be done in writing.

17.2 Rejection of Bid Any effort by a Bidder to influence the employees of NIHFW/ members of the Evaluation Committee in

the process of examination, clarification, evaluation and comparison of bids and in decisions concerning

award of contract, shall result in the rejection of its bid.

Award of Contract

18. NIHFW’s right to accept any Bid and to reject any Bid or all Bids NIHFW reserves the right to accept or reject any bid, and to annul the bidding process and reject all bids

at any time before the project is awarded, without thereby incurring any liability to the affected Bidder or

Bidders, with or without assigning any reason.

19. Notification of Award

19.1 Notification to Bidder Before the expiry of the period of validity of the proposal, NIHFW shall notify the successful Bidder in

writing by registered letter or by email or by fax, that its bid has been accepted. The bidder shall

acknowledge in writing, the receipt of the notification of award and will enter into agreement within the

time specified in the notification sent by NIHFW.

19.2 Signing of contract The contract shall be signed on all the pages by the person(s) duly authorized to bind the bidder to the

contract. Ministry of Health & Family Welfare (NIHFW) may negotiate certain terms with successful

Bidder before signing of the contract. After the signing of the contract the bidder will initiate the

execution of the work as specified in the contract.



19.3 Discharge of Bid Security Upon the successful signing of the contract, Ministry of Health & Family Welfare (NIHFW) shall

promptly request the Bidder to provide performance bank guarantee. On receipt of the performance bank

guarantee, NIHFW shall discharge/return the bid security to successful bidder.

19.4 Expenses for the Contract The incidental expenses of execution of agreement / contract shall be borne by the successful bidder.

19.5 Failure to abide by the contract The conditions stipulated in the contract shall be strictly adhered to and violation of any of these

conditions will entail termination of the contract without prejudice to the rights of NIHFW to impose

penalties as specified in the bidding document and the contract.

20. Performance Bank Guarantee

20.1 Furnishing of Performance Bank Guarantee

The successful bidder shall at its own expense deposit with NIHFW, within fifteen (15) working

days of the date of notice of award of the contract or prior to the signing of the contract

whichever is earlier, an unconditional and irrevocable Performance Bank Guarantee (PBG) from

a Nationalized bank acceptable to NIHFW, payable on demand, for the due performance and

fulfillment of the contract by the bidder.

The PBG shall be denominated in the currency of the RFP and shall be by a bank guarantee.

This PBG will be for an amount equivalent to 10% of contract value, which is payable by the

bidder, before signing the contract. All charges whatsoever such as premium; commission etc.

with respect to the PBG shall be borne by the bidder.

The PBG shall be valid till the end of 60 days after the completion of the project as per contract

(initially eight (8) months from the date of Go-Live and Sign off) or as per mutual agreement of

the MCTH project. This additional two (2) months are required for facilitating closure / exit

management of the project. In case of extension of the project, bidder will extend the validity of

the project as decided by TCC.

The PBG may be discharged/ returned by the NIHFW upon being satisfied that there has been a

due performance of the obligations of the Bidder under the contract. However, no interest shall be

payable by NIHFW on the PBG.

In the event of the bidder being unable to service the contract for whatever reason, the NIHFW

would evoke the PBG. Notwithstanding and without prejudice to any rights whatsoever of the

NIHFW under the contract in the matter, the proceeds of the PBG shall be payable to the NIHFW

as compensation for any loss resulting from the bidder‟s failure to complete its obligations under

the contract. The Client shall notify the bidder in writing of the exercise of its right to receive

such compensation within 14 days of occurrence of default by bidder, indicating the contractual

obligation(s) for which the bidder is in default.

NIHFW shall also be entitled to make recoveries from the bidder‟s bills, PBG, or from any other

amount due to bidder, the equivalent value of any payment made to bidder due to inadvertence,

error, collusion, misconstruction or misstatement.

20.2 Annulment of Award Failure of the successful Bidder to comply with the requirement shall constitute sufficient ground for the

annulment of the award and forfeiture of the bid security in which event NIHFW may make the award to

the bidder who has obtained the next rank under the evaluation criteria

Termination of Contract



If the successful bidder fails to offer the services within the periods as specified in the schedule above,

NIHFW shall, without prejudice to its other remedies under the Bid, deduct from the performance

security, as liquidated damages, a sum equivalent to 0.25% of the total cost of the contract value for each

week or part thereof of delay until Final Acceptance, up to a maximum deduction of the 10% of the total

Contract value. However if the cumulative delay is more than 15 days, NIHFW shall have the right to

terminate the contract and forfeit the performance security.

21. Termination for Default NIHFW may, without prejudice to any other remedy for breach of contract, by written notice of default

sent to the successful Bidder, terminate the contract in whole or in part if:

The successful Bidder fails to deliver any or all of the obligations within the time period(s)

specified in the contract or any extension thereof granted by the NIHFW.

The successful Bidder fails to perform any other obligation(s) under the contract.

However, the disputes if any, may be referred to Arbitration as per ITB clause 36

22. Termination for Insolvency, Dissolution etc. NIHFW may at any time terminate the contract by giving written notice to the successful bidder without

compensation to the successful bidder, if the qualified Bidder becomes bankrupt or otherwise insolvent or

in case of dissolution of firm or winding up of company, provided that such termination will not prejudice

or effect any right of action or remedy which has accrued thereafter to NIHFW.

23. Termination for Convenience NIHFW reserves the right to terminate by prior written notice, the whole or part of the contract. The

notice of termination shall specify that termination be for NIHFW's convenience, the extent to which

performance of work under the contract is terminated and the date on which such termination becomes

effective.

24. No Claim Certificate The successful bidder shall not, be entitled to make any claim, whatsoever, against NIHFW under or by

virtue of or arising out of this contract nor shall NIHFW entertain or consider any such claim after bidder

shall have signed a "no claim" certificate in favour of NIHFW in such forms as shall be required by

NIHFW after the works are finally accepted.

25. Suspension NIHFW may by a written notice of suspension, suspend all payments to the successful bidder under the

contract, if the successful bidder fails to perform any of its obligations under this contract, (including

carrying out of the services) provided that the such notice of suspension:

shall specify the nature of the failure and

shall request the successful bidder to remedy such failure within a specified period from the date

of' issue of such notice of suspension.

26. Consequences of Termination a. In the event of termination of this contract due to any cause whatsoever except „Termination for

Convenience‟, the HSP shall be liable for any legal recourse including blacklisting by the

Ministry.

b. In the event of termination of this Contract due to any cause whatsoever, whether consequent to

the stipulated Term of the Contract or otherwise the Ministry shall be entitled to impose any such

obligations and conditions and issue any clarifications as may be necessary to ensure an efficient

transition and effective business continuity of the project which the HSP shall be obliged to



comply with and take all available steps to minimize loss resulting from that termination/breach

and further allow and provide all such assistance to the Ministry and/or the successor HSP, as

may be required to take over the obligations of the erstwhile HSP in relation to the

execution/continued execution of the scope of this Contract.

c. Nothing herein shall restrict the right of the Ministry to invoke the Bank Guarantee and other

Guarantees furnished hereunder, enforce the Deed of Indemnity and pursue such other rights

and/or remedies that may be available to the Ministry under law.

d. The termination hereof shall not affect any accrued right or liability of either Party nor affect the

operation of the provisions of this Contract that are expressly or by implication intended to come

into or continue in force on or after such termination.

27. Withdrawal by the HSP HSP at any point of time during project duration, if withdraws from the project, shall constitute

sufficient grounds for the annulment of the award and in case of exigency, if the Ministry gets the

work done from elsewhere, the difference in the cost of getting the work done will be borne by the

HSP.

Intellectual Property Rights (IPR)

28. IPR

NIHFW shall own and have a right in perpetuity to use all Intellectual Property Rights which

have arisen out of or in connection with the implementation of this project, including all

processes, products, data, knowledge products, training material and other documents which have

been developed by the HSP during the performance of Services and for the purposes of inter-alia

use or sub-license of such services under this project. The HSP undertakes to disclose all

Intellectual Property Rights arising out of or in connection with the performance of the services to

the NIHFW and execute all such agreements/documents and file all relevant applications, effect

transfers and obtain all permits and approvals that may be necessary in this regard to effectively

transfer and conserve the Intellectual Property Rights of the NIHFW.

Further, if the NIHFW desires, the HSP shall be obliged to ensure that all approvals, registrations,

licenses, permits and rights which are, inter-alia, necessary for use of the systems/ equipment

installed by the HSP, the same shall be acquired in the name of the NIHFW, prior to termination

of this project and which shall be assigned by the NIHFW to the HSP for the purpose of

execution of any of its obligations under the terms of the bid or this project. However, subsequent

to the termination of this project, such approvals etc. shall ensure to the exclusive benefit of the

NIHFW.

The HSP shall ensure that while it uses any software, hardware, processes or material in the

course of performing the Services, it does not infringe the Intellectual Property Rights of any

person and the HSP shall keep the NIHFW indemnified against all costs, expenses and liabilities

howsoever, arising out of any illegal or unauthorized use (piracy) or in connection with any claim

or proceedings relating to any breach or violation of any permission/license terms or infringement

of any Intellectual Property Rights by the HSP during the course of performance of the services.

Information Security: The HSP shall not carry and/ or transmit any written material,

information, layouts, diagrams, storage media (hard disk/ tapes) or any other goods/ materials in

physical or electronic form, which are proprietary to or owned by the NIHFW out of MCTH

premises without prior written permission from the NIHFW. HSP acknowledges that NIHFW‟s

business data and other NIHFW proprietary information or materials, whether developed by

NIHFW or being used by NIHFW pursuant to a license agreement with a third party (the

foregoing collectively referred to herein as “proprietary information”) are confidential and

proprietary to NIHFW; and HSP agrees to use reasonable care to safeguard the proprietary

information and to prevent the unauthorized use or disclosure thereof, which care shall not be less



than that used by HSP to protect its own proprietary information. HSP recognizes that the

goodwill of NIHFW depends, among other things, upon HSP keeping such proprietary

information confidential and that unauthorized disclosure of the same by HSP could damage the

NIHFW, by reason of HSP‟s duties hereunder. HSP may come into possession of such

proprietary information, even though HSP does not take any direct part in or furnish the services

performed for the creation of said proprietary information and shall limit access thereto to

employees with a need to such access to perform the services required by this agreement. HSP

shall use such information only for the purpose of performing the said services. HSP shall, upon

termination of this project for any reason, or upon demand by NIHFW, whichever is earliest,

return any and all information provided to HSP by NIHFW, including any copies or

reproductions, both hardcopy and electronic.

NIHFW shall retain all right, title and interest in and to any and all data, entered or generated by

the HSP for NIHFW pursuant to this agreement, and any modifications thereto or works derived

there from.

Payment Terms

29. Schedule of Payments Payments will be released only on satisfactory acceptance of the deliverables for each Task as per the

following schedule:

Sl.

No. Payment Milestones Time of Payment Payment Formula

1.

M1: Payment on Delivery and

successful installation of all the

equipment mentioned in

CAPEX (C)

Payable on successful

delivery and installation of

all the equipment and its

acceptance by NIHFW

Payable Amount = 35% of

the CAPEX (C) ( as

mentioned in Annexure 2) –

Penalty ( if applicable)

2. M2: Payment on successful

completion of Phase-I

Payable on successful

completion of Phase-I & on

sign-off by NIHFW

Payable Amount = 45% of

the CAPEX (C) ( as

mentioned in Annexure 2) –

Penalty ( if applicable)

3. M3: CAPEX amortized for

project duration after Go-Live

Monthly in 6 equated

installments for project

duration after Go-Live

Total 20% of the CAPEX

(C) ( as mentioned in

Annexure 2) in 6 equated

monthly installments

4. M4: Monthly Payment after Go-

Live

Monthly Payment after Go-

Live

Payable Amount = Monthly

OPEX bill (O) raised by the

HSP (as mentioned in

Annexure 2) - Penalties (as

applicable )

Total

Note:



The invoices towards the services rendered by the HSP shall be submitted to NIHFW as per the

schedule given above. NIHFW shall release the payments after checking the invoices as per

agreement subject to satisfactory performance of the HSP and adherence to the conditions of the

RFP.

All taxes, duties etc. shall be payable by the HSP. However, in case of change or revision of Service

Tax, the payment will be made as applicable. The documentary evidences for payment of service tax

will be submitted by the HSP.

Mandatory taxes/duties etc. as applicable shall be deducted by NIHFW.

However the same would be finalized by the Technical Coordination Committee in discussion with

the HSP.

Miscellaneous

30. Standards The services to be rendered under the contract to be signed between NIHFW and selected bidder on stamp

paper shall conform to the standards mentioned in this document, and in case no applicable standards are

mentioned, to the latest authoritative standards as laid down by the competent institution governing that

standard.

31. Standard of Performance The selected bidder shall render the service and carry out its obligations under the contract with due

diligence, efficiency and economy in accordance with generally accepted norms, techniques and practices

used in the industry.

32. Time for Implementation of the Project The successful bidder shall complete and implement the project within the agreed time frame starting

from the date of award of contract. The implementation schedule specified under the Clause 1 of Section

5 of the bid document shall be strictly adhered to.

33. Right to Inspect Support Facilities NIHFW shall reserve the right to inspect the premises to be used for the purpose of this project without

any prior notice.

34. Confidentiality The selected bidder and its personnel shall not, either during the term or after expiration of this project,

disclose any proprietary or confidential information relating to the services, contract or NIHFW's business

or operations without the prior written consent of NIHFW.

35. Force Majeure

Notwithstanding the conditions of the bid, the bidder shall not be liable for forfeiture of its

performance guarantee, liquidated damages or termination for default, if and to the extent that, its

delay in performance or other failure to perform its obligations under the contract is the result of an

event of Force Majeure.

For purposes of this Clause, "Force Majeure" means an event beyond the control of the bidder and

not involving the bidder's fault or negligence and not foreseeable. Such events may include, but are

not restricted to, acts of NIHFW either in its sovereign or contractual capacity, wars or revolutions,

fires, floods, earthquakes, epidemics, quarantine restrictions and freight embargoes.

If a Force Majeure situation arises, the successful bidder shall promptly notify the NIHFW in

writing of such conditions and the cause thereof. Unless otherwise directed by NIHFW in writing,

the bidder shall continue to perform its obligations under the contract as far as reasonably practical



and shall seek all reasonable alternative means for performance not prevented by the Force Majeure

event. NIHFW may terminate the contract, by giving a written notice of minimum 30 days to the

bidder, if as a result of Force Majeure the Bidder is unable to perform a material portion of the

services for a period of more than 60 days.

36. Arbitration and Jurisdiction In the event of any dispute relating to the import or meaning of any terms and conditions which

could not be solved amicably by the parties, the parties may refer the matter to the Arbitrator to be

appointed by the NIHFW on the request of either of the parties for arbitration in consonance with the

provisions of the Arbitration and Conciliation Act, 1996(Act 26 of 1996), on the designated

reference in dispute. All legal proceedings shall lie to the jurisdiction of courts situated in New

Delhi.

37. Review Meetings There shall be weekly / fortnightly meetings to review functionality issues and progress of work. The

frequency of meetings will be mutually decided at the time of signing of the contract. All matters

which are not resolved during the review meeting will be escalated as per the escalation procedure

mutually agreed by both the parties.

38. Progress Reporting and escalation procedures The selected bidder should submit weekly / fortnightly report. These reports shall indicate the

progress of work and matters that need escalation or which are pending for decision. In particular the

time-schedule shall be reported for each individual deployed.

39. Period of contract NIHFW intends to appoint a selected bidder / HSP for the time period as mentioned in Section 5,

Clause 1. The time period mentioned in the agreement as mutually decided by both the parties will

need to be strictly adhered to.

40. Indemnity

The HSP shall execute and furnish a Deed of Indemnity in favour of the NIHFW in a form and

manner acceptable to the NIHFW, indemnifying the NIHFW from and against any costs, loss,

damages, expense, claims including those from third parties or liabilities of any kind howsoever

suffered, arising or incurred inter alia during and after the contract period out of:

o any negligence or wrongful act or omission by the HSP or the HSP‟s team or third party

in connection with or incidental to the contract; or

o any breach of any of the terms of the HSP‟s bid as agreed, the bid and the contract by the

HSP, the HSP‟s team or any member of third party.

The indemnity shall be to the extent of 100% of the contract value in favour of the NIHFW.

41. Exit Management Schedule Exit management schedule shall be a part of the contract to be signed in between NIHFW and

selected bidder.

41.1 Exit management

41.1.1 Purpose: a. This clause sets out the provisions which will apply on expiry or termination of the

“Contract”, the “SLA (Service Level Agreement)” and “RFP (Request of Proposal)”.

b. The HSP shall carry out its obligations set out in this Exit Management Clause.



41.1.2 Transfer of Assets a. The HSP shall be entitled to use the facilities for the duration of the exit management period.

The “asset” in this regard would be considered as the complete infrastructure that is provided

to the HSP by NIHFW and the infrastructure set up by the HSP for MCTH project.

b. The NIHFW at any time during the exit management period may ask HSP to provide a

complete and up to date list of the Assets within 30 days of such notice. All the Assets detailed

in the list shall hand over to NIHFW within the time period as indicated to the HSP by

NIHFW.

c. Upon service of a notice as mentioned in point above, the following provisions shall apply:

i. The Assets to be handed over to the Ministry shall be free from any lien and liabilities.

ii. All asset/ infrastructures that is procured and installed at MCTH site by the HSP shall be

owned by the NIHFW.

iii. On the expiry of this clause, the HSP shall handover all confidential information and all

other related materials in its possession to the Ministry.

iv. The infrastructure, data and information delivered to the HSP by the Ministry during the

contract term or on expiry of the contract duration should not be sold or re-used or copied

or transferred by the HSP without prior written notice and approval of the Ministry. The

complete infrastructure at the MCTH site shall be the legal properties of the Ministry.

41.1.3 Cooperation and Provision of Information During the exit management period:

a) The HSP shall allow the Ministry or its nominated agencies the access to information

reasonably required to define the then current mode of operation.

b) The Ministry or its nominated agencies shall be entitled to copy all related information. Such

information shall include details pertaining to the daily operation, asset, human resource

details, calling details, system details, application details and other performance data. The HSP

shall permit the Ministry or its nominated agencies to have reasonable access to its employees

and facilities as reasonably required to understand the MCTH operations and to assist

appropriate knowledge transfer.

41.2 Exit Management Plan 41.2.1 The HSP shall provide the Ministry with a recommended "Exit Management Plan", which

shall deal with at least the following aspects of exit in relation to the Project

Implementation: a. A detailed program of the transfer process that could be used in conjunction with a

Replacement Successful Bidder including details of the means to be used to ensure

continuing provision of the services throughout the transfer process or until the

cessation of the services and of the management structure to be used during the transfer;

b. Plans for the communication with various stakeholders including Ministry and any

related third party as are necessary to avoid any material detrimental impact on MCTH

project‟s operations as a result of undertaking the transfer;

41.2.2 Plans for provision of contingent support to MCTH project and Replacement Successful

Bidder for a reasonable period after transfer.



41.2.3 The HSP shall re-draft the Exit Management Plan annually thereafter to ensure that it is

kept relevant and up to date.

41.2.4 Each Exit Management Plan shall be presented by the Successful Bidder to and approved

by the Ministry or its nominated agencies.

41.2.5 The terms of payment as stated in the Terms of Payment Schedule include the costs of the

Successful Bidder complying with its obligations under this Schedule.

41.2.6 In the event of termination or expiry of SLA, Project Implementation, Operation and

Management SLA or Contract each Party shall comply with the Exit Management Plan.

41.2.7 During the exit management period, the Successful Bidder shall use its best efforts to

deliver the services.

41.2.8 Payments during the Exit Management period shall be made in accordance with the Terms

of Payment Schedule.

41.2.9 This Exit Management plan shall be furnished in writing to the Ministry or its nominated

agencies within 15 days from the Effective Date of this Agreement and seek the approval.

42. Limit of Liability There shall be no limitation of liability in case of any damages for bodily injury (including death)

and damage to real property, tangible personal property, intangible personal property and intellectual

property rights.

However, where there has been misconduct, gross negligence, dishonesty or fraud on behalf of the

HSP, the HSP‟s liability under this Contract shall be subject to the amount of its Financial Limit.

43. Insurance The HSP shall maintain standard forms of comprehensive insurance including liability insurance,

system and facility insurance and any other insurance for the personnel, assets, data, software, etc.

for entire duration of the contract.

44. Warranty All items procured under this project shall have the warranty of minimum two years, which is

available from respective Original Equipment Manufacturer (OEM). However the bidder shall be

responsibility for operation and maintenance of all the components of the project for the entire

duration of the contract.



ANNEXURES

Annexure 1: Content and Formats of Prequalification cum Technical Bid

In preparing the Prequalification cum Technical Proposal, Bidders are expected to examine this Bid

document in detail. The proposal should cover all the aspects of the scope of work. Any bid not found

responsive with this Bid document shall be rejected. Material deficiencies in providing the information

requested may also result in rejection of the Proposal.

PART 1: FORMAT FOR COVER LETTER

[On the letterhead of the organization]

To

Prof. T. G. Shrivastav,



Sub: Prequalification cum Technical Bid for Appointment of Helpdesk Service Provider

(HSP) for ‘Establishment, Operation and Management of Mother and Child Tracking

Helpdesk (MCTH) on turnkey basis’ for NIHFW

Dear Sir,

1. Having examined the Bid document, Annexures and addenda numbers _____ thereto, we, the

undersigned, in conformity with the said bid document, offer to provide the said services on terms of

reference to be signed upon the award of contract for the sum indicated as per financial bid.

2. We acknowledge having received the following addenda/pre-bid clarifications to the bid document:

Addendum No. Dated

3. We have read the provisions of the RFP and conform that these are acceptable to us. We further

declare that conditions, variations, deviations, suggestions if any, found in our proposal shall not be

given effect to.

4. We undertake, if our proposal is accepted, to provide the services comprised in the contract within

time frame specified, starting from the date of receipt of notification of award from NIHFW.

5. We agree to abide by this proposal for the period of 180 days from the date of bid submission and it

shall remain binding upon us and may be accepted at any time before the expiration of that period.

6. We agree to execute an agreement in the form to be communicated by NIHFW, incorporating all

terms and conditions with such alterations or additions thereto as may be necessary to adapt such

agreement to the circumstances of the standard and notice of the award within time prescribed after

notification of the acceptance of this proposal.

7. We agree that if any day during the entire project duration, our act breaches the contract terms and

conditions or we express our inability to execute the project, NIHFW will reserve all the rights to

terminate the contract and appropriate penalty will be borne on us.

8. Unless and until a formal agreement is prepared and executed, this proposal together with your

written acceptance thereof shall constitute a binding contract agreement.



9. As security for the due performance of the undertaking and obligation of the bid we submit herewith a

Demand Draft / Banker‟s Cheque bearing no. ____________ dated __________ drawn in favour of

“Director, NIHFW,” for an amount of Rs.3,00,000/- (Rs Three Lakh Only) payable at Delhi.

10. We understand that if the details given in support of claims made above are found to be untenable or

unverifiable, or both, our bid may be rejected without any reference to us. We also understand that if

there is any change in the Prequalification cum Technical criteria status till the date of award of

contract to the successful bidder, it is our responsibility to inform NIHFW of the changed status at the

earliest.

We further clearly understand that NIHFW is not obliged to inform us of the reasons of rejection of our

bid.

Dated this _____ day of ____________________ 2013

Signature

(Bidder Seal)

__________________

In the capacity of

Duly authorized to sign bids for and on behalf of:



PART 2: FORMATS FOR COMPLIANCE TO PREQUALIFICATION CUM TECHNCIAL

CRITERIA

Check List For Compliance To Prequalification Cum Technical Criteria

S.

No

Prequalification cum

Technical Criteria Proof Required

Check List

(Yes/No)

Page

Reference

1.

Bidder (All the partners in

case of consortium) Should

be registered body under

the Indian Societies

Registration Act / Indian

Charitable and religious

trust Act / Indian Trust Act/

Indian Companies Act or

relevant Central/ State Acts

since last three years.

Detail of the organization

(including Name, Complete

Address, Phone No, Contact

Person, Email ID, Brief

description of the organization,

etc.) should be provided.

Attested/Notarized copy of the

registration certificate/Certificate

of Incorporation.

Attested/Notarized copy of the

updated valid VAT/ Service Tax

Registration certificate

Note: Details of all the partners

needs to be provided in case of

consortium with Memorandum of

Understanding (MoU).

Yes / No

Page No.

<<>>

2.

The bidder (Prime Bidder

in case of consortium)

should have an average

annual turnover of not less

than Rupees 1 Crores for

last three financial years

from Indian operations (i.e.

2010-2011, 2011-2012 &

2012-2013).

Audited financial statements

(reflecting overall turnover) for

the last three financial years.

A Certificate duly certified by the

statutory auditor of the Bidder

clearly mentioning the average

annual turnover of the bidder.

Yes / No

Page No.

<<>>

3. Bidder should not have

withdrawn from similar

government projects or

should not have any

contract termination from

similar project with

government entities in the

Non Termination Certificate duly

signed by authorised signatory.

Yes / No

Page No.

<<>>



Check List For Compliance To Prequalification Cum Technical Criteria

S.

No

Prequalification cum

Technical Criteria Proof Required

Check List

(Yes/No)

Page

Reference last 2 years.

4. As on date of submission

of the proposal, the Bidder

and all consortium partners

should not be blacklisted

by any Government entity

in India within the last

three year.

No Conviction certificate duly

signed by authorised signatory.

Yes / No

Page No.

<<>>

5. Bidder (Prime bidder in

case of consortium) should

have demonstrated a

successfully operating call

centre of value not less

than Rs. 25 lakhs and/or

managing a call centre of

more than 50 seats in

Central Government/State

Government/ or Central

and State Public Sector

Undertaking.

Copy of the work order/

milestone achieved (Go-live)

Yes / No

Page No.

<<>>

6. The bidder (Prime bidder in

case of consortium) should

have submitted the Tender

document fee (non-

refundable) and the EMD

as mentioned in the RFP.

Tender Document Fee: Demand

draft or Proof of payment.

EMD: Bank Guarantee / Demand

Draft / Banker‟s Cheque /Fixed

deposit.

Yes / No

The details for the above along with the documentary proofs as required should be provided in the

formats as provided subsequently in this part of the Annexure 1. Failing which bid will be rejected.



Form – 1: Undertaking

Bidder should provide an undertaking in the format given below on the letterhead of the bidder‟s

organization.


It is certified that the information furnished here in and as per the proposal/documents/clarifications

submitted is true and correct and nothing has been concealed or tampered with. We have gone through all

the conditions of Bid and are liable to any punitive action for furnishing false information / documents.

We have read the provisions of the RFP, Annexure thereto and addendums. We understand that any

additional conditions, variations, deviations, suggestions, assumptions if any, found in our proposal shall

not be given effect to and shall not be binding on NIHFW in case our proposal is accepted.

We understand that MCTH project is to be executed on turnkey basis and any component or service

required for completion of the project, will be made available by us without any additional financial

implication to the NIHFW

Dated this _____ day of ____________________ 2013

Signature

(Bidder Seal)

__________________

In the capacity of

Duly authorized to sign bids for and on behalf of:

Note: ^ in case of consortium all parties have to give this declaration.



Form – 2: Format of power-of-attorney for signing of bid

POWER OF ATTORNEY

(On Stamp Paper of relevant value)

Know all men by these presents, we (name of the company and

address of the registered office) do hereby appoint and authorize Mr./Ms (full

name and residential address) who is presently employed with us and holding the position of

as our attorney, to do in our name and on our behalf, all such acts, deeds and

things necessary in connection with or incidental to our proposal Bid Document for „Appointment of a

Helpdesk Service Provider (HSP) for “Establishment, Operation and Management of Mother and Child

Tracking Helpdesk (MCTH)” for NIHFW‟, in response to the tenders invited by Ministry of Health and

Family Welfare (hereinafter referred to as NIHFW), including signing and submission of all documents

and providing information/responses to NIHFW in all matters in connection with our Bid.

We hereby agree to ratify all acts, deeds and things lawfully done by our said attorney pursuant to this

Power of Attorney and that all acts, deeds and things done by our aforesaid attorney shall and shall

always be deemed to have been done by us.

Dated this _____ day of ____________________ 2013

For

(Signature)

(Name, Designation and Address)

Accepted

(Signature)

(Name, Title and Address of the Attorney)

Date:

Note:

1. The mode of execution of the Power of Attorney should be in accordance with the procedure, if any,

laid down by the applicable law and the charter documents of the executants and when it is so

required the same should be under common seal affixed in accordance with the required procedure.

2. Also, wherever required, the Bidder should submit for verification the extract of the charter

documents and documents such as a resolution/power of attorney in favor of the Person executing this

Power of Attorney for the delegation of power hereunder on behalf of the Bidder.

3. In case the Application is signed by an authorized Director / Partner or Proprietor of the Applicant, a

certified copy of the appropriate resolution / document conveying such authority may be enclosed in

lieu of the Power of Attorney.



Form – 3: Format for Bid Security

Whereas ________________________________________(hereinafter called "the Bidder") has

submitted its tender offer dated ________2013 for „Appointment of a Helpdesk Service Provider

(HSP) for “Establishment , Operation and Management of Mother and Child Tracking Helpdesk

(MCTH) on turnkey basis” for NIHFW‟ (hereinafter called "the tender") KNOW ALL MEN by these

presents that WE_________________ ___________________of ________________________

_______________ (hereinafter called the Bank:)are bound upto ______ ____________

____________________________(hereinafter called "the NIHFW") in the sum of

_________________ ___________for which payment will and truly to be made to the said Purchaser,

the Bank binds itself, its successors and assigns by these presents. Sealed with the Common Seal of

the Said Bank this ___________ day of ________2013.

THE CONDITIONS of this obligation are:

If the bidder withdraws its tender during the period of tender validity specified by the bidder on the

Tender Form; or If the Bidder, having been notified of the acceptance of its tender by the NIHFW

during the period of tender validity: fails or refuses to execute the contract Form if required; or fails

or refuses to furnish the Performance Security, in accordance with the instruction given in tender

document; We undertake to pay the NIHFW up to the above amount upon receipt of its first written

demand, without the NIHFW having to substantiate its demand, provided that in its demand the

NIHFW will note that the amount claimed by it is due it owing to the occurrence of one or both of the

two conditions, specifying the occurred condition or conditions. This guarantee will remain in force

up to and including and any demand in respect thereof should reach the Bank not later than the above

date.

Date:

Place:

(Signature of the Bank)



Form – 4: Annual Turnover

The bidder should provide

Total & Average Annual Turnover details for the last three financial years (i.e. 2010-2011, 2011-

2012 & 2012-13) along with audited Profit and Loss Statement for the last three financial year.

Bidder should provide statutory auditor‟s certificate as per the below given format:

We hereby certify that total annual turnover and average turnover of M/s.____________________ (Name

of the bidder) for the last three years is as given below:

Total Annual Turnover for the Last 3 Financial Years in Indian Rupees (in Crores)

Year

(2010-2011)

Year

(2011-2012)

Year

(2012-2013)

Average

(Signature of Statutory Auditor)

Name of Statutory Auditor:

Name of Statutory Auditor Firm:

Seal



Form – 5: Certificate of Incorporation

The Bidder (in case of consortium prime bidder) should be a 100% owned company and registered in

India under Companies Act (1956) for a period of at least 3 years as on 31-3-2013 , along with details in

the below given format:

Bidder Name:

Incorporated as ____________________ in year ____________ at ___________________.

Registration Number

Supporting Documents: Please provide copy of Certificate of Incorporation.



Form – 6: No - Conviction Certificate^

As on date of submission of the proposal, the bidder should not be blacklisted by any Government entity

in India within the last three years (2010, 2011, 2012).


No-Conviction Certificate

This is to certify that ---------------------- (Name of the organization), having registered office at ------------

---------- (Address of the registered office), as on date of submission of the proposal, the bidder has not

been blacklisted by any Government entity in India within the last three years (2010, 2011, 2012).

Signature:

Name of the Authorized Signatory:

Designation:

** No conviction certificate should be duly signed by Authorized Signatory

Note: ^ incase of consortium all parties have to give this declaration.



Annexure 2: Content and Format of Financial Bid

FORMAT FOR FINANCIAL BID:

TABLE 1: FORMAT FOR PROVIDING RATES FOR ESTABLISHMENT, MAINTENANCE & ON-GOING SUPPORT FOR MCTH

PROJECT

Name of the Bidder

S.

No. Description Units

Unit Rate

(INR)

Total Amount(INR)

(X) for project

duration

Tax

(INR)(Y)

Total (INR) (X+Y) for project duration

A CAPEX (Capital Expenditure)

1 Hardware Cost

a Servers

b Router

c Network Switch

d PRI Card

e PCs (Desktops)

f

Others (please

provide item wise

details.)



Name of the Bidder

S.


Unit Rate

(INR)

Total Amount(INR)

(X) for project

duration

Tax

(INR)(Y)


2 Software & Licenses

a Operating System

b Database

c Dialler Solution

d IVRS

e

Others (please

provide item wise

details.)

Total – CAPEX (C)

Total – CAPEX (C) (Amount in Words)

B OPEX (Operational Expenditure)

1 Manpower

a Program Manager 6 Months (Per Month

Rate)



Name of the Bidder

S.


Unit Rate

(INR)

Total Amount(INR)

(X) for project

duration

Tax

(INR)(Y)


b

Helpdesk Agents

80 ( 6 Hours calling

for 30 Days for 6

Months)

80 * 6* 30

* 6

(Per Hour

Calling

Rate)

c

Supervisor

4 for (8 hours for

30 Days for 6

months)

4 * 6

(Per Month

Rate)

d

Medical

Consultants

2 (8 hours for 30

Days for 6 months)

2 * 6

(Per Month

Rate)

e

Other Manpower

Cost (please

provide item wise

details)

(Per Month

Rate)

f

Operational

Overheads (please

provide item wise

details)

(Per Month

Rate)

2 Internet Charges (Per Month

Rate)

3

Other Cost (please

provide item wise

details)

(Per Month

Rate)

a



Name of the Bidder

S.


Unit Rate

(INR)

Total Amount(INR)

(X) for project

duration

Tax

(INR)(Y)


Total – OPEX (O)

Total – OPEX (O) (Amount in Words)

Grand Total (C.V.) = CAPEX(C) + OPEX (O)

Grand Total (C.V.) = CAPEX (C) + OPEX (O) (Amount in Words)

Note:

All unit rates indicated in the schedules shall be inclusive not limited to supply, installation, duties, transport, packing and transit insurance

charges etc. Taxes should be indicated under the relevant column in the schedules.

Per Month Rate will be considered as Unit Rate for Internet charges.

The quantities mentioned in the bid are indicative/ approx. and shall only be used for the purpose of financial bid evaluation but the Payments

shall be made as per actual.

Note:

Reference Key Considerations

General No deviations shall be accepted from the Annexure 2 – Financial Format, by the NIHFW. Any deviation from the

specified format will render the rejection of the bid.

Bidder should provide all prices as per the prescribed format. Bidder should not leave any field blank. In case the

field is not applicable, Bidder must indicate “0” (Zero) in all such fields. Blank filed should be treated as “0”(Zero)

All the prices (even for taxes) are to be entered in Indian Rupees ONLY (% values are not allowed)

All the prices should be inclusive of all taxes and duties which should be clearly specified. However, in case of

change or revision of Service Tax, the payment will be made as applicable. The documentary evidences for payment

against any of the taxes, duties, levies indicated will be submitted by the HSP.

All taxes, duties etc. shall be payable by the HSP.

It is mandatory to provide breakup of all Taxes, Duties and Levies wherever applicable and/or payable.

The Bidder needs to account for all Out of Pocket expenses due to Boarding, Lodging and other related items.



Reference Key Considerations

Payments will be made as per the payment terms mentioned in this tender document after deducting penalties if any

and will be based on the performance of the bidder on the conditions mentioned in this RFP

No price variation shall be allowed during the period of contract

NIHFW will not make any additional payments apart from the amounts quoted in the above provided format

All components of the MCTH Project should be provided with adequate AMC support for the project duration from

the date of Go-Live of the MCTH Project

Requirement for number of Helpdesk Agents and Specialists will be periodically reviewed by the TCC for increasing

or reducing the number of seats/shifts/operational languages, as per the requirement of the NIHFW, without any

change in the unit price or other terms and condition by giving two weeks of notice.

In case, the NIHFW seeks to expand the current program or add additional programs, the financial terms for any

additional resources /seats for any other program of NIHFW shall remain same as per Table 1.

HSP will have to provide the manpower for MCTH project at the rate mentioned in the Financial Bid valid for entire

duration of the project.

Signature of bidder_____________________

Business Address_____________________

Date: _____________________________

Place:_______________________________



Annexure 3: Draft Service Level Agreements (SLAs)

This Annexure outlines the key service level requirements for MCTH Project, which need to be ensured

by the HSP during the operations and maintenance period. These performance requirements shall be

strictly imposed. The SLA monitoring shall be performed/reviewed on a monthly basis. During the

contract period, it is envisaged that there could be changes to the SLA, in terms of addition, alteration or

deletion of certain parameters based on mutual consent of both the parties i.e. NIHFW and HSP.

SLA Definition & Measurement

The SLA specifies the expected levels of service (i.e. baseline service level) to be provided by the HSP to

the various stakeholders (such as customers i.e. Health beneficiary/Health Worker, officials of NIHFW

etc.) of the MCTH Project. Payment to the HSP is linked to the compliance with the SLA metrics laid

down in the tables provided subsequently. The table also specifies the limits and metrics for lower /

higher performance and breach levels.

A summarized metrics of the above mentioned SLA parameters is provided in the table below and

detailed out subsequently.

HSP will get 100% of payment if the baseline performance metrics are complied with (and if no

additional penalties are imposed as specified in the RFP). The HSP will get lesser payment in case of a

lower performance on any parameter.

The SLA score will be calculated based on the following table:

Serial

No.

SLA parameter High level Medium Level Low Level

1 Availability of the

Helpdesk Agents

100%

Full payment

Between 99%and 95%

10% deduction from the

monthly OPEX bill

Less than 95%

20% deduction

from the monthly

OPEX bill

2 Availability of the

MCTH solution as

per the scope of work

100%

Full payment

Between 99%and 95%

10% deduction from the

monthly OPEX bill

Less than 95%

20% deduction

from the monthly

OPEX bill

SLA Monitoring

The aforementioned SLA parameters shall be measured on a daily / weekly / monthly / quarterly basis as

per the individual SLA parameter requirements; If the performance of the system/services is degraded

significantly at any given point in time during the contract and if the immediate measures are not

implemented and issues are not rectified to the complete satisfaction of NIHFW or an agency designated

by them, then NIHFW shall have the right to take appropriate corrective actions including termination of

the contract. It is to be noted that the maximum deduction on account of SLA‟s at any point of time on a

cumulative basis and for any period shall not exceed 20% of value of the phase-II cost of the contract . In

case the deduction exceeds 20%, NIHFW reserves the right to terminate the project.

The SLAs defined, shall be reviewed periodically at the option of NIHFW after taking the advice of the

HSP, Project Management Unit and other agencies. The revised SLAs shall not have any financial

implications on the NIHFW or financial advantage to the bidder/HSP.



Table: SLA Metrics

Please Note that:

The deductions shall be made only for the reasons attributable to the HSP. Any risks/issues foreseen by the HSP shall be brought to

the notice of the NIHFW immediately. However, if the HSP falters in one or more of the SLA resulting in lower performance

or breach, then deduction from the payable amount would be calculated as follows:

For baseline performance by HSP no deduction shall be made from payable amount

For Lower performance and Breach, deductions in percentages shall be made from the payable amount.

The aforementioned SLA parameters shall be measured on a daily/weekly/monthly/quarterly basis (average) as per the

individual SLA parameter requirements. However, if the performance of the solution/services is degraded significantly (operating

at levels of breach for any SLA for a period of 24 Hrs or more) at any given point in time during the contract and if the immediate

measures are not implemented and issues are not rectified to the satisfactory levels of Purchaser, it will have the right to take

appropriate disciplinary action including terminate the contract.

Following highlights the definition of “Baseline” and “Lower” categories as used for Helpdesk SLAs above.

Note 1: Scheduled maintenance time will be excluded from the computation.

Note 2: Scheduled maintenance time shall not exceed 4 hours in a calendar month

Note 3: Planned Maintenance shall be scheduled between 10 pm and 2 am IST on the intervening night of Second Saturday and

Sunday. Note 4: Scheduled maintenance period(s) shall be planned and published for six months at a time and in the event of any changes to

this plan, the same shall be notified at least 3 days in advance of the Schedule.

Note 5: The Helpdesk management system developed and deployed by the HSP shall be used for monitoring the issue resolution

timelines and HSP shall be responsible for building such functionality into the Helpdesk management solution deployed for

MCTH. Note 6: Helpdesk tool shall be available for entire operations of Helpdesk wherein the users of MCTH

Note 7: The Help Desk shall operate on the timings as decided by the NIHFW.

Note 8: For user management, activities shall be carried out only after the approval from the designated authority in writing or

through the online communication mechanism viz. official e-mail, etc.



Annexure 4: Details of Mother & Child Tracking System (MCTS)

BACKGROUND

Mother and Child Tracking Solution (henceforth referred to as MCTS) is a name-based tracking

system for pregnant women and children. The system will track pregnant women to ensure that all

pregnant women receive their Ante-Natal Care (ANCs) and Post-Natal Care Check-ups (PNCs) etc. It

will also track children to ensure that children receive their full immunization.

MCTS acts as a feedback system for health workers like ANM, ASHA etc. It enables better health service

delivery by drawing out action plans for health workers for ANC, PNC and child immunization. MCTS

can also generate reports like facility service statistics, ANM monthly action plans etc

MCTS Coverage:

All pregnancies and births are intended to be captured irrespective of where (place) the ANC checkups

are being given or the place of delivery. Thus details of all deliveries taking place either at home, public

or private institution is being captured. Further MCTS provided a facility of Aadhaar based payment to

JSY beneficiaries under Direct Benefits Transfer Scheme. The status of MCTS implementation is

mentioned as follows:

Mother & Child Tracking System (MCTS) is a web enabled system to monitor and ensure delivery

of full spectrum of services to all pregnant women and children.

The system was introduced in December, 2009. It is currently being implemented throughout the

country with active involvement of States/UTs. More than 4.06 crore pregnant women and 3.3 crore

children have been registered in the system since its inception.

Over 99.5% districts, 96% health blocks, 88% health facilities (other than Sub Health Centres

(SHCs)) and 94% SHCs are reporting data in MCTS.

Total 2.3 lakh ANMs are registered in MCTS, of which 2.2 lakh (96.6%) ANM are registered with

Phone number.

Total 8.4 lakh ASHAs are registered in MCTS, out of which 6.9 lakh (82.9%) ASHAs are registered

with Phone number.

Everyday approximately 7-8 lakh SMSes are being sent to the beneficiaries carrying useful IEC

messages related to maternal and child care, schemes like JSY, JSSK and Direct Benefit Transfer.

Regular Work plans are being sent to ANMs/ASHAs through SMS.

Daily SMSes are also being sent to senior officials of GOI and State Governments, Regional

Directors, State Coordinators, District Collectors, Chief Medical Officers, District Program

Managers etc. regarding mother and child registration status, services due and delivery status.

MCTS system has been synchronised to Central Plan Schemes Monitoring System to make JSY

payments online directly into the beneficiary‟s bank account in select pilot districts where the Direct

Benefits Transfer scheme is being rolled out.

Standard format for details captured to be in Mother and Child Tracking Solution

The information that is being captured at state-level for pregnant women for their ANC and PNC

checkups is specified in Table-I and for child immunization in Table-II.



Table I – Form for Tracking Pregnant Women



Table II - Form for Child Immunization tracking (for each child)



MCTS Verification Module

Sample Record Selected for Verification



Unique Identification Number

The record of each mother and child will be tracked through 18 digit unique identification number. The

details of the 18 digit unique number are given below:

Digits (No) Item Description /Remarks

01-02 (2) State Code

03-04 (2) District Code

05-07 (3) Taluqa Code

08-10 (3) Health Facility/Sub Facility

Code

11-11 (1) Pregnant Woman – Code 1

Child – Code 2

12-13 (2) Year Code Last 2 digits for the year is to be given, for

example, for the year 2009, “09” will be entered

and so on

14-18 (5) To be given serially to each

mother / child from 1st

December, 2009 starting

from 5000

From 1st April each year, the codes will be

given afresh starting from 0001.

Total: 18 digits

Current information capturing mechanism for Mother and Child Tracking

The information for the pregnant women and children is captured by ASHAs, ANM at the ground-level

via direct interaction with respondent, using paper-based forms displayed in Table-I and Table-II. The

captured information is then sent up to the District-level via the Block-level officials. The information

captured in these forms are aggregated at the District-level and then sent to the State and the Ministry.

The key functions for Mother and Child Tracking System is currently envisaged as following:

a) Data Collection

Centralised web-based application to facilitate entry of data collected by grassroots level worker

at Block/District/State level

Provide a central repository for all mother and child data collected at State-level. The centralized

database will be hosted at the NIC data centre facility at Delhi.

Future data capture: Provide mechanism for self-registration by citizens into the MCTS system

with proper checks and data filters attached

b) Report Generation

Generate central level standard reports on Mother and Childcare health statistics

Generate report to facilitate the functioning of the grassroots health functionaries like ANM

Monthly action plan for ANC and Immunization etc.

Generate central level reports for health services and facilities like Health facility services

statistics report etc.



Annexure 5: Methodology for Evaluation of Financial Bid

1. Financial bid will be opened for the Technically Qualified bidders

2. Financial bid will be evaluated on L1 basis i.e. responded who will qualify for financial bid and will

quote lowest rate will be declared as L1 Bidder. The quote provided in Table 1 under Annexure 2 will

be considered for Financial Bid Evaluation.

Annexure 6: Methodology for Selection of Successful Bidder

The successful bidder shall be selected based on the L1 criteria. The L1 bidder ( as per the Financial

Evaluation Methodology mentioned in Annexure 5) will be declared as the as the successful bidder for

awarding the contract.



Annexure 7: Specification of Existing Infrastructure at MCTH Site

S.No. Item Name Specification Make Model warranty

Period

1 Air Conditioner

ODU- (36HP) ODU- (24HP) Wall mounted type

Hiwall Type -1.06 TR Hiwall Type -2.08 TR

Ceiling Mounted Cassette Type 4.13 TR Ceiling

Mounted Cassette Type 3.31 TR Ceiling

Mounted Cassette Type 1.65 TR

DAIKIN

Out Door

36HP(RXYQ12*3)

Outdoor Units 24 HP

(RXYQ 12*2)

FXAQ32MAVE9

FXAQ63MAVE9

FXAQ50PVE9

FXAQ100PAVE9

FXFQ125PVE9

One Year from

the date of

delivery. Date

of installation:-

29-05-2012

2 DG set

Supply, installation, testing and commissioning

of sound proof Diesel Generator set air cooled

diesel engine for outdoor installation with rated

capacity of required BHP at 1500RPM, direct

injection type, 4stroke, with suitable no.

cylinders coupled to 180 KVA brushless type

415 volts, 50 HZ, to be be tested at 0.85 power

factor at rated current, self executing alternator

with suitable size of flexible coupling, battery

charger of suitable Amp Hr Rating, Sound proof

canopy as per requirement of pollution control

board and following main components, complete

with all accessories conforming to technical

specifications and as required. Cooling system:

Water cooled Radiator type, Exhaust system

pipe, chimney upto terrance, silencer and

supports (as approved by pollution control

board/Local Authorities), Fuel system : Day tank

(990 Liters-1 Nos) and interconnecting piping

system, valves, floats etc complete as required.

Oil tank to be installed with outlet pipe and

valve, covers etc for refilling. Lube Oil System,

Kirloskar-

Bhaskar

Model/BEPL/180kva/3P

H

One Year from

the date of

delivery. Date

of installation:-

14-06-2012




Period

Air system, Electronic system, starting system,

AMF PANEL:-Supply, erection, testing and

commissioning of AMF panel complete with

required meters, instruments, switchgears,

provision for bus bars, mimics etc. as per

technical specifications and drawings complete

as required with the following swithgears,

Breakers:-1No. 300A,415/500v,35 MVA

rupturing capacity, fully draw out type (EDO),

Motorised, four pole, MCCB with micro

processor based protection and release.LT

Cable:-Supply and laying of following sizes of

1.1 kv grand multi core aluminium conductor

pvc sheathed armoured cable as per IS 1554 in

surface/above the false ceiling/ground including

excavation sand cushioning protecting covering

and refilling the trench etc including end

termination of the cable (as per site requirement)

3 Access Card/

System

Proximity Cards Specification: 125KHz[PSK

Modulation] Proximity Card Reader • User

format available • Easy to install on Metal Door

Frame or Mullion • External LED Control •

External Buzzer Control • Outdoor Operation

(Solid Epoxy Potted / IP66) • Reverse Polarity

Protection • Supervisory Signal (Optional) •

Compatible Controller: iCON100, iTDC, Third

Party

Spectra ACT-500 1years




Period

4 CCTV Camera

Indoor High Speed Day/Night Dome Camera

with 27XZoom iens with power supply and

mounting assembly. Specification: Video

System : NTSC / PAL (Optional) * Compression

Format : Video : H.264 / * Video Output : 8-CH

BNC input /2-CH BNC output * Audio I/O : 1-

CH RCA audio input / 1-CH RCA audio output

* Display Resolution : D1: 704 x 576(PAL)

704x480(NTSC) * Frame Rate : Single CH PAL

: 25fps, NTSC : 30 fps * Recording Frame Rate

(Shared) : PAL : 200fps @ CIF

Vintron VIN 4830 H 1 Year

5 Chair

Medium back workstation Chairs with MESH

overlay on plastic back, Center tilts mechanism

with tilt

tension adjustment, Aesthetic abuse resistant

poly propylene armrest, Seat Height adjustment,

and

Designer, twin finish pedestal. The back hugging

profile of the chair back support for better

comfort as per architects approval & existing

sample. Executive Chairs High back, Bonded

leather Chairs with Gas lift, Front Pivot Synchro

Mechanism,5-

Position Locking, Moulded Foam, Swivel

Mechanism, Twin Wheel Castors as per

architects approval & existing sample. WIDTH

(W) : 770

DEPTH (D) : 770

HEIGHT (H) : 1325 - 1405

SEAT HEIGHT (SH) : 475-555

UNSPECIFIED TOLERANCE : +/-5mm

Wipro

Beetle (Wipro) Seat

Cover: TE 110 Delta

Orange (Wipro

catalogue) BACK- Black

Mesh (WorkStation :

UPS, RM Reception Mid

Back Beetle chair, with 2

d swivel armrest, nylon

base, syncro 1

mechanism. SMART

Black (Executive seating

) (Conference Room,

Manager) High Back

smart chair with 1d

armrest, nylon base,

leatherite finish, Syncro

1 mechanism.




Period

6 Workstation

Workstation type-1 (size: 1200 x 600 x 1200 ,

WXDXH)P/F in position work station as per

details given in drawing consisting of work

station of overall size approx 1200

x 600 x 1200 (WxDxH). Comprising of

following details. 60 mm main modular partition

with pinup board, magnetic White Board and

raceways (Size; WxH, 1200x 1200)

as per detail drawing complete in all respect 45

mm side modular partition or divider with pinup

board, magnetic White Board and raceways

(Size; DxH,600x 1200) as per detail drawing

complete in all respect25 mm thick both side pre

laminated MDF board of approved shade and

texture (Make; Green ply or

Equivalent, BSL, Grade-II) including edge

finished with PVC edge banding tape as per

detail drawing complete

in all respect (Size; WxD,1200 x 600) Metal

keyboard tray 450 mm wide with 250 mm

extension inclusive of mouse tray (Make: EBCO

or equivalent) Workstation type-1 (size: 1500 x

600 x 1200 , WXDXH)P/F in position work

station as per details given in drawing consisting

of work station of overall size approx

1500 x 600 x 1200 (WxDxH). Comprising of

following details. 60 mm main modular partition

with pinup board, magnetic White Board and

raceways (Size; WxH, 1200x 1200)

as per detail drawing complete in all respect 25

mm thick both side pre laminated MDF board of

approved shade and texture (Make; Green ply or

Equivalent, BSL, Grade-II) including edge

finished with PVC edge banding tape, complete

Durian As per Engineer-in-

Charge.




Period

in all respect (Size; WxD,1500 x 600) Metal

keyboard tray 450 mm wide with 250 mm

extension inclusive of mouse tray (Make: EBCO

or equivalent) Mobile 3 drawer pedestal (Size:

375 x 500 x 700, WXDXH)With 18mm thick

both side pre laminated partical board of

approved shade and texture with PVC edge band

completed in all respect (Hardwares and fittings

should be from Hettich) Mobile CPU Holder

Made of sturdy, epoxy polyester-coated tubular

steel, Including four casters for optimum

mobility (Make:

Knoll or equivalent)

7 Carpet

Providing and fixing carpet flooring of imported

loopile carpet of Divine/unitex/armstrong make

of approved

shade and colour in meeting room, cabins and

open working area complete in all respect

including fixing of 5mm

thick poly urethene foam rolls below the carpet.

Rates quoted should include cost of adhesives,

fixing , cutting

welding of carpet etc complete in all respects.

Unitex Unitex-Trump-(Suntan)




Period

8 UPS

Supply / installation / testing & commissioning

of (2x30kva) in parallel, connection (3Phase

input / 1Phase output) online UPS system along

with 12V/65AH/30 Nos. SMF Batteries

Exide/Ameraja, MS Battery rack &

interconnection of cable etc to provide 30 minute

backup time including earthing etc. complete as

per site requirement.

NOVATEUR

ELECTRICAL

& DIGITAL

SYSTEM LTD

Numeric-30KVA UPS

System with DC Power

back up

Sl.No.IV120603123-

IV120603124

UPS:- 24

Months from

the date of

delivery. Date

of installation:-

28-09-2012,

Battery:- 12

months from

the date of

installation.

28-09-2012

Other components

S.No.

Descriptions / Specification

UoM

Qty

Make

Model / Part

No.

OEM

Warranty

Performance

Warranty

1 Supply & Installation of 24 Port Jack

panel Nos 11 D-Link NPP-C61BLK241 1-Year 3-Years

2 Supply & Installation of 50 Port Voice

Jack panel Cat 3 Nos 2 Molex

50xRJ45 KATT

IDC 1-Year 3-Years

3 Supply and Installation of 1 Meter Patch

Cord Nos 120 D-Link

NCB-C6UGRYR1-

1 1-Year 3-Years

4 Supply and Installation of 2 Meter Patch

Cord Nos 150 D-Link

NCB-C6UGRYR1-

2 1-Year 3-Years

5 Supply and Installation of 1 U cable

manager Nos 11 Unique - 1-Year 3-Years

6

Supply & Installation of 36U X 800 X

800 networking rack frame having

recessed 19 '' vertical for server, single

front glass door and, PDV vertical

5/15 AMP, 10 socket - 2 Nos, 4 Fan set,

Rack tray- 1 Nos

Nos

1

Unique

-

1-Year

3-Years

Supply & fixing of LIU Rack Mount Box



S.No.

Descriptions / Specification

UoM

Qty

Make

Model / Part

No.

OEM

Warranty

Performance

Warranty

7 with Pigtails & Coupler Wall/False

Flooring Mounted.

Nos 4 D-Link NLU-FXXUXXR-6 1-Year 3-Years

8 Supply & Installation of FIBER PATCH

CORD Nos 4 D-Link

NCB-FS09D-

LCSC-3 1-Year 3-Years

9 Supply & installation of MEDIA

CONVERTER Nos 4 D-Link DFE-855Mi 1-Year 3-Years

10

Providing and fixing of INDUSTRIAL

SOCKET of 32 AMP as per site

requirement & direction of engineer in-

charge.

Nos

10

Yueqing

IECCEE Tested &

Approved

1-Year

3-Years

Supply Component

1

20 10/100/1000BASE-T ports, 2 Combo

10/100/1000BASE-T/SFP ports and

2 Combo 1000 BASE-SX, Multi-mode

(500mtrs) fiber ports with embedded

Enhanced Image (stacking cable and SD

card are not included)

Nos

1

D-Link

DGS-3120-

24TC/SI, DEM-

311GT

3-Years

3-Years

2 Duplex Multi-mode OFC Patchcord

Nos

2

GIGA

Connect

-

1-Year

3-Years



Desktop Computer at MCTH Site (80 Nos):

Model No HP 8200 with warranty upto 10th

September 2015

Specification :- a. CPU : Intel Core i5-2400, 3.1 GHz, 6 MB Cache or higher.

b. Chipset : Intel Q 67 or better on OEM Motherboard.

c. Bus Architecture : 4 PCI (PCI/ PCI Express)

d. Memory : 2 GB 1066 MHz DDR3 RAM with 8 GB Expandability. (add on 2 GB of RAM)

e. Hard Disk Drive : 500 GB 7200 rpm Serial ATA HDD or higher.

f. Monitor : 47 cm or larger(18.5 inch or larger) TFT/LED Digital Colour Monitor TCO-05 certified.

g. Keyboard : 104 keys.

h. Mouse : Optical with USB interface.

i. Bays : 3 Nos. or above.

j. Ports : 6 USB Ports (with at least 2 in front) , audio ports for microphone and headphone in front.

k. Cabinet : Mini Tower.

l. DVD ROM Drive :. 8X or better DVD ROM Drive

m. Networking facility : 10/100/1000 on board integrated Network Port with remote booting facility remote system

installation, remote wake up, out of band management using any standard management

software.

n. Operating System : Windows 7 Professional / RHEL / SUSE Linux preloaded, as specified, with Media and

Documentation and Certificate of Authenticity.

o. OS Certifications : Windows 7 OS and Linux certification.

p. Power Management : Screen Blanking, Hard Disk and System Idle Mode in Power On, Set up Password, Power

supply SMPS Surge protected.

q. Preloaded Software : Norton or McAfee or eTrust or e-Scan or Fore front or Trend Micro or PC Tool or Quick

heal Antivirus (Latest Version) with 60 days License. (Included in case of Windows 7 only)


Annexure 8: Bank Guarantee Formats (Performance Bank Guarantee)

Performance Bank Guarantee

To:

Director, NIHFW



<HSP Company Name> having its registered office at [address of registered office] (hereinafter called “the bidder”) has undertaken in pursuance

of Tender Document No. NIHFW/ M 11012/ 1/ 2013-MMPC for Appointment of A Helpdesk Service Provider (HSP) for “Establishment ,

Operation and Management of Mother & Child Tracking Helpdesk (MCTH) on turnkey basis (hereinafter called “the tender”).

AND WHEREAS it has been stipulated by you in the said tender that the bidder shall furnish you with a Bank Guarantee by a Nationalised Bank

for the sum specified therein as security for compliance with the bidder‟s performance obligations in accordance with the tender.

AND WHEREAS WE [name and address of the Bank] have agreed to give the bidder a guarantee:

THEREFORE WE [name and address of the Bank] hereby affirm that we are Guarantors and responsible to you, on behalf of the bidder, up to a

total of Rs _____/- (Rupees in words) and we undertake to pay you, upon your first written demand declaring the bidder to be in default under the

tender and without cavil or argument, any sum or sums within the limit of Rs ______/- (Rupees in words) as aforesaid, without your needing to

prove or to show the grounds or reasons for your demand or the sum specified therein.

This guarantee is valid till the <Contract duration + 90 days>.

Notwithstanding anything contained herein,

(a) Our liability under this Bank Guarantee shall not exceed Rs _______/- (Rupees in words)

(b) This Bank Guarantee shall be valid upto <Contract duration + 90 days>.

(c) We are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee only and only if you serve upon us a written

claim or demand on or before <Contract duration + 90 days>.


Bank Guarantee

To:

Pay & Accounts Officer (Secretariat)

Ministry of Health & Family Welfare

New Delhi

<HSP Company Name> having its registered office at [address of registered office] (hereinafter called “the bidder”) has undertaken in pursuance

of Tender Document No. NIHFW/ M 11012/ 1/ 2013-MMPC for Appointment of A Helpdesk Service Provider (HSP) for “Establishment ,

Operation and Management of Mother & Child Tracking Helpdesk (MCTH) on turnkey basis (hereinafter called “the tender”).

AND WHEREAS it has been stipulated by you in the said tender that the bidder shall furnish you with a Bank Guarantee by a Nationalised Bank

for the sum specified therein as security for compliance with the bidder‟s performance obligations in accordance with the tender.

AND WHEREAS WE [name and address of the Bank] have agreed to give the bidder a guarantee:

THEREFORE WE [name and address of the Bank] hereby affirm that we are Guarantors and responsible to you, on behalf of the tender, up to a

total of Rs _____/- (Rupees in words) and we undertake to pay you, upon your first written demand declaring the bidder to be in default under the

tender and without cavil or argument, any sum or sums within the limit of Rs _____/- (Rupees in words) as aforesaid, without your needing to

prove or to show the grounds or reasons for your demand or the sum specified therein.

This guarantee is valid till the <Last installment paid against advance + 90 days>.

Notwithstanding anything contained herein,

(a) Our liability under this Bank Guarantee shall not exceed Rs _____/- (Rupees in words)

(b) This Bank Guarantee shall be valid upto <Last installment paid against advance + 90 days>.

(c) We are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee only and only if you serve upon us a written

claim or demand on or before <Last installment paid against advance + 90 days>.

(d) In case of delay the HSP will extend the validity of the Bank Guarantee as decided by the TCC.


Annexure 9: Site Layout of MCTH Site at NIHFW Campus


Annexure 10: Tentative Bill of Material

Bidder should provide the proposed MCTH solution along with the Pre-Qualification cum Technical Bid.

Bidder shall also provide the Bill of Material based on their proposed MCTH solution in the format given

below. However, bidder should do its own assessment for the proposed Bill of Material considering the

requirements and SLAs as mentioned in this RFP.

Table 1: Tentative Bill of Material (IT components)

S.No. Items Qty Make, Model &

Specification Remarks

1. Servers

2. Router

3. Network Switch

4. PRI Card

5. PCs (Desktops)

6. Others (Rack, LIU, etc )

7. Operating System

8. Database

9. Dialler Solution

10. IVRS

11. Internet Connectivity

12. Others (Please specify

itemwise details)

13.

Note: Bill of Material provided in Table 1 above is a tentative & minimum Bill of Material. The bidder

has to provide the Bill of Material as per the solution proposed by the bidder.

Table 2: Tentative Bill of Material (Manpower)

Sl. No. Manpower Number Qualification &

Experience

Remarks


Sl. No. Manpower Number Qualification &

Experience

Remarks

1. Program Manager 1

2. Helpdesk Agents 80

3. Supervisor 4

4. Medical Consultants 2

5. Operational Overheads

6. Others (Please specify

itemwise details)

7.

Note: Bill of Material provided in Table 2 above is a tentative & minimum Bill of Material. The bidder

has to provide the Bill of Material as per the solution proposed by the bidder.

The above details should be provided as part of the Prequalification cum Technical bid. Failing which bid

will be rejected.


END OF DOCUMENT