Chatrapati Shivaji Bhawan, 3 Floor, B-14/A, Qutab

Transcription

REQUEST FOR PROPOSAL
FOR
SETTING UP OF
NATIONAL PENSION SYSTEM INFORMATION DESK
Pension Fund Regulatory and Development Authority
Chatrapati Shivaji Bhawan, 3rd Floor, B-14/A,
Qutab Institutional Area, New Delhi - 110016
RFP – NPS Information Desk
1.
Introduction ..................................................................................................................... 5
2.
Requirement of an Information Desk for NPS .................................................................. 6
3.
Scope of Work for the NPS Information Desk .................................................................. 7
4.
Schedule of Requirements .............................................................................................. 8
5
Process Requirements ...................................................................................................14
6
Roles and Responsibilities of PFRDA .............................................................................24
7
Service Level Requirements ...........................................................................................25
8
Penalty for Non-compliance to the Service Level Requirements .....................................28
9
Scope and Deliverables ..................................................................................................28
10
Project Schedule ............................................................................................................30
11
Bid Process Terms and Conditions.................................................................................32
12
Selection Process...........................................................................................................33
13
Proposal Submission ......................................................................................................37
14
Proposal Opening ...........................................................................................................41
15
Rejection Criteria ............................................................................................................48
16
Award of Contract...........................................................................................................50
17
Payment Terms ..............................................................................................................51
18
Tax Clause .....................................................................................................................52
19
Sub-Contract Clause ......................................................................................................52
20
Termination of Contract ..................................................................................................52
21
Statutory Compliances: ..................................................................................................53
22
Extension of Contract .....................................................................................................53
23
Exit Management ...........................................................................................................53
24
Proposal Ownership .......................................................................................................53
25
Confidentiality .................................................................................................................53
26
Governing Laws/ Jurisdiction Arbitration .........................................................................54
PFRDA Confidential
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Request for Proposal for Setting up of National Pension System Information Desk
DISCLAIMER
A. This document is being published in order to enable the applicants to participate in the
process of Setting up of National Pension System Information Desk.
B. This document does not constitute nor should it be interpreted as an offer or invitation for the
Setting up of the National Pension System Information Desk described herein.
C. This document is meant to provide information only and upon the express understanding that
recipients will use it only for the purposes set out above. No representation or warranty,
expressed or implied, is or will be made as to the reliability, accuracy or the completeness of
any of the information contained herein. It does not purport to be all inclusive or contain all the
information regarding National Pension System Information Desk or be the basis of the contract.
It shall not be assumed that there shall be no deviation or change in any of the herein
mentioned information on roles and responsibilities of National Pension System Information
Desk. While this document has been prepared in good faith, neither PFRDA, nor any of their
officers make any representation or warranty or shall have any responsibility or liability
whatsoever in respect of any statements or omissions here from. Any liability is accordingly and
expressly disclaimed by PFRDA and any of their officers even if any loss or damage is caused
by any act or omission on the part of PFRDA or any of their officers, whether negligent or
otherwise.
D. By acceptance of this document, the recipient agrees that any information herewith will be
superseded by any subsequent written information on the same subject made available to the
recipient by or on behalf of PFRDA. PFRDA and any of their respective officers undertake no
obligation, among others, to provide the recipient with access to any additional information or to
update this document or to correct any inaccuracies therein which may become apparent, and
they reserve the right, at any time and without advance notice, to change the procedure for the
Setting up of National Pension System Information Desk or any part of such process or
terminate negotiations or the due diligence process prior to the signing of any binding
agreement.
E. Accordingly, interested recipients should carry out an independent assessment and analysis
of the requirements of the information, facts and observations contained herein.
F. This document has not been filed, registered or approved in any jurisdiction. Recipients of
this document should inform themselves or and observe any applicable legal requirement.
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G. This document constitutes no form of commitment on the part of the PFRDA. Furthermore,
this document confers neither the right nor an expectation on any party to participate in the
proposed process of Setting up of National Pension System Information Desk.
H. When any proposal is submitted pursuant to this RFP, it shall be presumed by PFRDA that
the bidder has fully ascertained and ensured about its eligibility to act under the National
Pension System Information Desk, in the event of same being selected ultimately to act under
the National Pension System Information
Desk, under the respective governing laws and
regulatory regimen, and that there is no statutory or regulatory prohibition or impediment to
acting under the National Pension System Information Desk under the NPS architecture and it
has the necessary approvals and permission and further suffers no disability in law or otherwise
to act as such.
I.
The operational aspects of National Pension System Information Desk are presently being
handled and looked after by PFRDA. In future the same may be handled by NPS Trust or any
other intermediary as may be directed by PFRDA.
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1. Introduction
1.
Pension Fund Regulatory and Development Authority initially established by a notification of the
Government of India, dated 10.10.2003, is now a statutory Authority, set up through an Act of
Parliament being the “The Pension Fund Regulatory and Development Authority Act, 2013”
notified w.e.f 01.02.2014. In accordance with the provisions of the said Act, PFRDA is mandated
to promote old age income security by establishing, developing and regulating pension funds, to
protect the interest of the subscribers to the schemes of pensions funds and for matters
connected therewith or incidental thereto. The PFRDA has been entrusted with the
responsibility to regulate, promote and ensure orderly growth of the National Pension System
(NPS) and other pension schemes not regulated under any other enactment.
2.
Target Group for promotion of NPS
National Pension System (NPS) is available for various sections of the society. It can be broadly
classified as:
a)
NPS – Government Sector Model
NPS is mandatory for Government employees who join the govt. service on or after the date
notified by Central Government and by respective state governments.
b)
NPS- Private Sector
NPS–Private Sector caters to the needs of different sections of the society by providing a
platform for planning and savings for pension. Various models are available for specific sections
of the society:
i.
NPS-Corporate Model
ii.
NPS- All Citizen Model
iii.
NPS-Lite (NPS-Swavalamban)
i.
NPS- Corporate Model:
NPS corporate model was introduced in December 2011 to provide a platform to the
employees of the corporates/public sector undertakings /firms etc. Under this model various
entities like companies, societies, SMEs, PSUs, partnership firms, proprietorship firm etc. can
register for providing pension benefits to their employees. Under this model the registration of
corporates and underlying employees is voluntary. Hence there is a need to create awareness
among the corporates and the employees about NPS.
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ii.
NPS- Individual Sector (All Citizen Model)
NPS was extended to all citizen of India on voluntary basis w.e.f 01st May 2009. Under this
model any Indian citizen in the age group of 18-60 years can open an NPS account and save
for his old age.
iii.
NPS-Lite (NPS-Swavalamban)
NPS Swavalamban is targeted at the weaker and disadvantaged sections and covers informal
sector workers who are not covered under any other organized pension scheme. Swavalamban
incentive of Govt. of India is offered to all the eligible accounts on fulfilling certain conditions
until 2016-17.
iv.
Atal Pension Yojana
Atal Pension Yojana (APY) is a government-backed pension scheme in India targeted at the
unorganised sector and being administered by PFRDA. It was formally launched by the Hon’ble
Prime Minister on 9th May 2015.
Under the APY, the subscribers would receive the fixed pension of
Rs. 1000 per month, Rs.
2000 per month, Rs. 3000 per month, Rs. 4000 per month, Rs. 5000 per month, at the age of 60
years, depending on their contributions, which contributions would vary on the age of joining the
APY. The minimum age of joining APY is 18 years and maximum age is 40 years.
2. Requirement of an Information Desk for NPS
It is important to make the common citizens aware of the benefits of old age income security
through NPS and respond to any queries from existing as well as potential subscribers. Besides
advertising NPS products on television, radio and print media, PFRDA is running an NPS
Information Desk where the information about NPS and its benefits are also being given to the
caller, apart from answering routine queries related to the NPS. PFRDA intends to further
extend the operation of NPS Information Desk as a subscriber awareness and education
initiative for old age income security in terms of its powers and functions under the PFRDA Act,
2013.
NPS is an on-going scheme and PFRDA believes that having a dedicated Information Desk for
disseminating information on NPS, which is accessible from across the country would not only
help enlightening people about the latest developments in NPS, but it would also help in
promoting the concept of old age income security through NPS while helping PFRDA to
understand their expectation from the System. PFRDA would like to make use of the call data to
gauge the awareness of NPS and estimate the popularity of the System across various sections
of the Indian society.
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PFRDA invites bids from eligible Call Centre operators to offer their services for operation of
NPS Information desk. It is not intended to set up the infrastructure for the information desk but
to hire the infrastructure including Call Executives on lease basis from the existing call centers.
3. Scope of Work for the NPS Information Desk
The idea of having a centralized information desk on NPS is not just establishing a toll-free
information desk for citizens. The PFRDA envisages that such a facility will also help in
generating new subscribers for NPS by gathering information of the callers and passing the
same to NPST/POPs/Aggregators/CRA/PFs or other intermediaries or entities as required from
time to time
3.1. Measures of success for PFRDA NPS Information Desk
3.2. PFRDA envisages the below given measures of success for the proposed NPS
Information Desk Operations
3.2.1 Languages Supported: The NPS Information Desk should have capabilities to
support multiple Indian languages to be able to effectively provide information about NPS
schemes available for various segments of the society. Initially language support will be
required for Hindi & English only and the NPS information Desk should have the capabilities to
upscale its operations to facilitate response in Tamil, Telugu and Bengali In future however,
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PFRDA may want to extend the call facilities in additional Indian languages such as
Malayalam, Kannada, Marathi, Gujarati, Assamese and Odia also. As such, the Service
Provider shall have the capability of providing call services in other Indian languages. The
Service Provider shall provide desired no. of call executives conversant with other
languages. It is thus expected that Service Provider will train the call executives to handle
calls in languages decided by PFRDA
3.2.2 Channels Supported: The NPS Information Desk will support the following channels of
communication to all stakeholders through
 In-Bound Channels Supports
o Voice (Telephone)
o Email
o SMS
 Out-Bound Channels supported
o Voice (Telephone)
o Email
o SMS
3.2.3 Days of Operation – The NPS Information Desk will be operational for
a. 7 days in a week (including Sunday)
b.
All public holidays (except National Holidays on 26th January, 15th August & 2nd
October and mandatory holidays declared by the Government (viz. election etc.)
3.2.4
Hours of Operation - The NPS Information Desk will be operational from 9.30 AM to
5.30 PM on each day of operation. PFRDA or its authorized intermediary reserves the right to
request an increase in hours of operation based on volume of calls at a later stage in
consultation with the NPS Information Desk Service Provider.
3.2.5
Toll Free: The NPS Information Desk is envisaged to be accessible to residents and
other stakeholders through toll-free numbers owned by PFRDA.
4. Schedule of Requirements
The detailed scope of the Information Desk is enumerated as follows:
4.1. Managed Services
4.1.1
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The Service Provider shall setup, operate & maintain the NPS Information
8
Desks, including Call Executives/Supervisor, at Service Provider owned/rented
premises with its well trained & empowered staff to handle queries/ complaints of the
customers and provide solutions to their utmost satisfaction based on information
available and inputs given by PFRDA or its authorized intermediary. This will also
include obtaining subscribers feedback about NPS Information Desk service and
also making outbound calls on subjects as advised by PFRDA.
4.2. Contract Tenure
4.2.1
The period of initial contract will be for three years from the date of award
of contract subject to annual review of the performance of the service provider and
renewal on yearly basis based on such performance. PFRDA however, reserves the
right to increase the scope of work in consultation with the Service Provider. The
contract on the part of PFRDA may be assigned to NPS Trust, or any other
intermediary, as may be decided by PFRDA.
4.3. Language Requirements
4.3.1
The IVRS as well as the agents shall interact with customers in Hindi and
English. In future, they may be required to interact in other Indian Languages as
mentioned in clause 3.2.1.
4.3.2
The Service Provider shall ensure that if the call facilities is extended in
other Indian languages, adequate numbers of trained agents in other Indian
languages are available for providing support.
4.4. Channels Supported – (In-Bound & Out- Bound)
4.4.1
The scope of services includes: Handling all types of inbound
queries, through voice , email and SMS.
4.4.2
All queries from residents will have to be recorded in the CRM application
and stored for future reference.
4.4.3 Out-bound services includes calling prospective and existing subscribers
providing information about various schemes under NPS, answering emails and
sending SMS/emails to subscriber about products, location details of POPSP/Aggregators etc. The data base available with the existing NPS Information
Desk, data base provided by PFRDA or on its behalf by other intermediaries shall
be utilized for making outbound calls and sending SMSs/emails. The service
provider would also route calls to POP, CRA, Aggregator, Trustee Bank, Pension
Funds, Annuity Service Providers etc. as per subscribers need.
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4.5. Common CRM Platform
4.5.1
All resident data collected and stored by Service Provider since the start
of the contract will be the property of PFRDA
4.5.2
The Service Provider shall provide their own multi-channel CRM platform
for storing, tracking and managing Subscribers queries and complaints.
4.6. Window of Operations
4.6.1
The support window required from the Service Provider shall be
operational for 8 hours a day (9.30 a.m.– 5.30 p.m.), 7 days a week (including
Sundays) throughout the year excluding National Holidays and mandatory holidays
(viz. .election day)
(Gandhi Jayanti- Oct 2, Independence Day- August 15, Republic Day- January 26)
4.6.2
This may be scaled up to a 24x7 support at a future date depending on
volume and /or other parameters. PFRDA would provide the Service Provider with
a 2 month notice period to allow the Service Provider to scale up its operations to
support extended hours of operation.
4.7. Toll-Free Services
4.7.1
The solution design for the NPS Information Desk shall provide for offering
options of toll free numbers to callers.
4.7.2 The toll-free numbers will be owned by and made available by PFRDA. The
charges for toll-free numbers will be paid by the PFRDA.
4.8. Other Obligations of the Service Provider
4.8.1
Minimum Capacity – Service Provider should provide for minimum of
20 executives at the start of project.
4.8.1.1 The Service Provider shall have to provide a minimum capacity to handle
160 man hours on all working days. The minimum capacity to handle calls per day
should be 1600 calls at an average handling time of 6 minutes per call.
4.8.1.2. If needed, Service provider should be in a position to scale-up the
executives at short notice as per the following matrix.
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Additional Scaling up Matrix
% level of Scaling
No. of Agents
Expected Time Frame
Upto 100%
20
4 Weeks
Upto 50%
10
3 Weeks
Upto 25%
5
2 Weeks
4.8.2 Knowledge Management
4.8.2.1 The Service Provider shall assist PFRDA in setting up a framework
and associated processes, workflows for handling common types of queries.
4.8.2.2 Service Provider shall build a FAQ database / knowledge bank and step by
step query resolution workflow based on commonly asked queries/feedback.
4.8.2.3 Service Provider will be required to provide & update Knowledge Base &
FAQ Database regularly in consultation with PFRDA.
4.8.2.4
Service Provider will develop training methodology including training
material in English, Hindi and other Indian languages for NPS Information Desk
for various types of training in consultation with PFRDA.
4.8.2.5
Service Provider will develop a System based Lead Management System
for generation, tabulation and communication of prospective business leads and
following up for outcome of the leads
4.8.3 Performance Management
4.8.3.1 The Service Provider shall propose process improvement initiatives on a
quarterly
basis
to
improve
productivity,
capacity
utilization,
up-scaling
/downscaling, efficiency and quality of service. These initiatives shall be jointly
discussed with PFRDA and implemented by the Service Provider.
4.8.3.2 The Service Provider would be expected to demonstrate an improvement in
productivity of at least 10% vis-à-vis initial 6 months of operation, at the end of first
12 months of operation.
4.8.3.3 Indicative improvements areas would be
(a) Average Handling Time (AHT)
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(b) IVRS Efficiency and
(c) First Time Resolution (FTR)
4.9. Respond to Citizen Queries on NPS (L1 Support)
This would be the primary responsibility of the NPS Information Desk. Citizens will
call on the toll-free number to enquire about NPS and its Systems. The Call
Executive will attend to all queries and will respond to them in the best possible
manner as per the pre-formulated standardized answer as approved by PFRDA to
the extent possible. It is expected that Call Executives are aware of all details of
the NPS and they answer all citizen queries satisfactorily.
Citizens’ queries can be related to anything and everything about NPS/APY – what
it is, what its benefits are, how it is structured, how this will work for the subscriber,
etc. To answer all these questions, the Call Executives are expected to be trained
in all aspects of NPS and its current and future models.
4.10.
To Collect Caller Details and Record Data
PFRDA desires that the NPS Information Desk will be a good point to collect
valuable data of prospective citizens who would call to enquire about NPS and its
designs. The Call Executive would ask the caller for his basic personal data like
age, occupation, income, residence, contact details; email etc. such information
would be handy for product design and also provide vital statistics for policy
making. Prospective subscribes may be identified on the basis of their interaction
with the call-executive and this data may be used to make direct contact with them.
The list of the prospective subscriber along with the contact details in the format to
be approved by PFRDA to be forwarded to the POP/Aggregators/PFMs for
contacting the subscriber for opening of NPS accounts. The service provider shall
devise method to forward the list of the prospective subscribers on regular basis
through mail to all the NPS Trust/POP-SP/PFs/Aggregators Collection Centre of a
particular location from where the calls of the prospective subscribers have been
received. The Service provider shall not use the record/data for furtherance of any
of its commercial interests, nor shall it share such record/data with any third party,
without the prior approval of PFRDA. The record/data shall at all times be the
exclusive property of PFRDA and the service provider shall hold the same in trust
for PFRDA and treat the data as confidential. In the event of violation of
confidentiality by the service provider or its employees, the service provider shall
be held liable and accountable.
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4.11.
To Compile and Generate Reports
The Information Desk would also be responsible for generating reports from the
data collected on the basis of the calls. Therefore, the Call Executives at the
Information Desk should be equipped with relevant system and software which
would help in generating such reports. The Service Provider would design report
templates which would be approved by PFRDA.
4.12.
To Route Calls if Required (L2 Support)
In case a citizen calls up the Information Desk but the information sought is beyond
the scope of the Information Desk, the Information Desk should connect the citizen
with the right stakeholder who will provide the right information to the citizen about
NPS. The Information Desk thus should have call routing facility to connect to the
CRA call-center and other call-center/help-desk operated by other stakeholders of
the NPS. Teleconferencing facility should also be added so that the Information
Desk should connect the subscriber with the right stakeholder who will provide the
information.
4.13.
To Send SMS/Email to the Caller
Arrange to send out SMS/Email to the caller informing about the NPS and the
places/POP/Aggregator/NPS Trust to be contacted by the caller for opening of
NPS account and other details sought by the caller. The data base available with
the existing NPS Information Desk, data base provided by PFRDA or on its behalf
by other intermediaries shall be utilized for sending SMS/email.
4.14.
To Reply to the Caller through e-mail
A dedicated e-mail ID is to be created for handling the routine queries of the
prospective as well as existing subscribers. Standard reply, offer document, forms
etc. to be sent to the prospective subscriber mail ID within 48 hours.
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5
Process Requirements
5.1
5.1.1
The Procedure for handling the calls in the Information Desk is as given below:
The NPS Information Desk shall receive the queries of citizens through a toll free
number. PFRDA or its authorized intermediary shall bear the call charges of the toll free
numbers and the outgoing telephone numbers if any calls have to be routed to other
stakeholders/information center of the NPS like the CRA call center. The system should
have the capability of Call Holding and Call Routing facilities at the option of PFRDA.
The Call Executives are also required to call the interested callers and inform them
about NPS products.
5.1.2
The Call Executives with the prescribed minimum academic qualification who have been
informed and trained in all aspects of NPS shall attend these calls. This will be the Level
1 support (L1 support) interface between the citizens and the Information Desk.
5.1.3
The Call Executives of the service provider shall record the personal particulars like
name, address, sex, contact details, emails , queries, status of the calls, type/ subject of
the query, etc. in a suitable format which is approved by PFRDA. The Call Executive
shall answer the query of the citizen. The information including the query asked and the
answer given shall be recorded in a database and shall be used for the purpose of
preparing MIS reports. The information shall also be sent to PFRDA on a regular basis
at predefined intervals (present requirement is every third day). Further details in this
respect would be worked out with the successful bidder.
5.1.4
The Call Executives would also be required to refer to some relevant websites
maintained by Central/ State Government agencies as well as other popular and reliable
websites to answer some of the queries like market information and other related
queries etc. from the citizen. The Call Executive must therefore have on-line access to
these sites over the Internet.
5.1.5
The PFRDA will organize regular training and information transfer session as and when
deemed necessary for the Call Executives and ensure that the Call Executives have the
updated information about NPS at any point of time.
5.1.6
In case, the Call Executive (Level 1 Support) is not able to answer the query, he/ she
shall refer the caller in a conference call to the designated expert for Level 2 support.
Simultaneously, the information given by the NPS experts shall also be recorded in the
MIS Database at the NPS Information Desk by the L1 executives.
5.1.7
The expenditure incurred for carrying out the conference call will be reimbursed by
PFRDA to the successful bidder on quarterly actual basis.
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5.1.8
The Experts at Level 2 Support shall try to answer the calls. In case, Experts at Level 2
Support are not able to answer the Call then the Call will remain pending. These will be
compiled by the NPS Information Desk and sent to the designated PFRDA official or that
of the authorized intermediary in print/ e-mail format for Level 3 support.
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5.2
Operational Requirements
A list of Operational Requirements envisaged by PFRDA is given below and the Service
Provider must send the compliance to these requirements. These requirements shall be seen in
respect of the Project Description defined above and Scope of work defined in section 4 and
section 5.
5.2.1
There would be a distinctly separate unit/ enclosure for NPS Information Desk in the
general Call Center of the Service Provider.
5.2.2
Service Provider should appoint Call Executives with a graduate degree and with basic
knowledge of finance preferably of the Indian pension system.
5.2.3
The Service provider is expected to train call executives on products, processes, policies
and soft skills to handle all call requests and any additional related or similar requests as
communicated by PFRDA within the agreed upon Service Level Agreement (SLA).
5.2.4
The Service Provider shall have sufficient numbers of the incoming lines with a facility to
install additional 20 lines.
5.2.5
Service Provider must provide 15 days’ exhaustive training before deployment of
executives on the floor. Training period will not count for billing purposes.
5.2.6
The incoming telephone lines will be routed through EPABX system in the Information
Desk in order to allow handling telephone lines from more than one telecom operator.
The system will also have the capability of Call Holding and Call Routing facilities at the
option of PFRDA.
5.2.7
Service Provider would be responsible for Installation, shifting of information Desk
telephone connections, both for incoming and outgoing lines in the Information Desk and
for settling day-to-day issues related to breakdowns,
disconnections etc. with the
telephone companies. The Service Provider would bear the cost of registration charges,
installation charges and security deposits, if any, for the telephone connections in the
Information Desk. PFRDA would reimburse the telephone bills to the service provider or
make the payments towards regular telephone bills in the name of PFRDA (Toll Free
No.) directly and reimburse the telephone bills if any which is taken in the name of
service provider and used for NPS Information Desk without any Service Charges. Any
disputes with the Telecom Operator would be handled by the Information Desk Service
Provider.
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5.2.8
Service Provider shall have the mechanism in place to ensure that no unauthorized calls
are made from the outgoing lines of the Information Desk and the telephone charges of
the Information Desk would reasonably commensurate with the number of calls recorded
in the Information Desk MIS. Call charges for any unauthorized calls which cannot be
justified satisfactorily by the Service Provider would not be reimbursed by PFRDA.
5.2.9
In case Service Provider intends to change the location of Information Desk, it shall be
required to give one month prior notice to PFRDA and also obtain prior approval of
PFRDA. The call centre activities should not be hampered/disrupted on account of the
shifting.
5.2.10 The Service Provider shall have capability to logically partition the switching system to
avoid interference with other set of users.
5.2.11 Information Desk system shall have Automatic Call Distribution feature based on
Idleness, and capacity utilization of each operator.
5.2.12 The Information Desk shall have permanent Internet connectivity to respond to the
emails of the subscriber and to send the MIS reports to PFRDA electronically.
5.2.13 It is the responsibility of the Service Provider to co-ordinate with the Telecom Service
Provider (s) of the toll free numbers for call routing in their switches/ exchanges.
5.2.14 MIS Reports: The daily, weekly, monthly MIS reports shall include the following but not
limited to: report on calls handled, average duration of calls, min. & max duration of calls,
number of instances the operator found busy, calls abandoned due to breakdown, call
made / referred to other NPS facilities and other schemes administered by PFRDA.
5.2.15 The Service Provider should also be able to segregate and compile caller data on the
basis of age, sex, region, income group, information sought, tentative amount intended
for contribution etc. The successful bidder will design all templates for such reports in
consultation with the PFRDA.
5.2.16 Service Provider shall prepare the duty roster, attendance record and downtime logbook
for each month for the Information Desk and shall send the certified copies to PFRDA at
the end of each quarter.
5.2.17 Service Provider shall send telephone bills, if any in the name of Service Provider which
has been used for Information Desk along with a statement showing comparison of the
actual telephone bills versus the recorded call details to PFRDA for reimbursement of
the telephone expenses incurred.
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5.2.18 The Service Provider shall have the capability to increase the number of Call Executives
at least up to 100% of the present requirement without incurring any additional
infrastructural or technical cost other than the cost of the Call Executives.
5.2.19 PFRDA expects that the executives/supervisor once assigned to the Information Desk
will continue for the entire period of engagement. PFRDA reserves the right to ask for
replacement of any individual without assigning any reason, with a suitable relief. The
terms of engagement of the call centre staff or any other staff appointed by the service
provider for manning the help desk shall be its sole responsibility and such staff shall
have no relationship with PFRDA of any nature.
5.3
Technology
The complete NPS Information Desk solution needs to be implemented at the Service
Provider’s premises. PFRDA expects the Service Providers to submit a complete,
detailed proposal covering all items of the implementation, covering all the hardware and
related infrastructure and any required software licenses in an
itemized
format
with
all relevant details.
The NPS Information Desk infrastructure will comprise of IVRS, Switch/PBX, ACD, CTI,
Call Logger, Reporting System etc. of sufficient capacity. The bidder is responsible for
providing at its cost all latest and upto date infrastructure elements for providing NPS
Information Desk services
-Premises, Agents, Agent Software
Licenses,
IVRS
licenses, Supervisor Licenses, PRI lines for Inbound , PRI line for Outbound , Internet
connection, switches , Media Gateway, CRM Software, CRM and Database server and
software at the NPS Information Desk location for storing information, LAN, head set,
PCs, SMS server, etc that is all manpower, hardware and software associated with
operationalizing the NPS Information Desk.
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5.4
5.4.1
Customer Relationship Management Application (CRM)
Service Provider shall deploy its own latest Customer Relationship Management (CRM)
software, customized as per PFRDA requirement; to take care of all the services
required to be serviced by Agents/IVRS. CRM shall maintain data regarding
Query/complaints/grievances of Callers / Subscribers.
5.4.2
The CTI/ CRM functionality shall support relevant screen pop- ups, to the agent along
with the details of the previous calls during the last 30 days, on the agents desktop
on the basis of CLI, DNIS (Dialed number identification sequence) etc. The agent
application shall be GUI based.
5.4.3
CRM shall support Voice, Email, and Web based complaint lodging,
and
response
features
resolution,
using channels such as Voice, SMS, Email, Web.
Adequate number of agents will be deployed to cater for the same so as to ensure that
satisfactory response is given within stipulated time, as defined by PFRDA & Service
Provider jointly.
5.4.4
Agent shall capture / log every query / compliant / grievance in the CRM system which
shall be easily accessible by PFRDA or its authorized persons. CRM shall also
support report generation on the same
5.4.5
CRM functionality shall also be capable of taking caller satisfaction feedback
on SMS or IVRS. CRM shall be capable of generating SMS in respect of a sample of
callers (such as 5th caller who spoke to agent), to get a feedback about quality of
response and satisfaction level or for
landline users caller satisfaction feedback
can be taken over IVRS. The criteria for defining select callers will be as decided by
PFRDA from time to time. This feature will be used
to assess the quality of NPS
Information Desk service
5.5
5.5.1
Automated call reference number generation and call recording
ACD system shall have the following functionality:
i. Identifying
or
determining
the
region
from
which
the
call
is
originating and greeting the caller in corresponding regional language
along with Hindi, English. The IVRS menu can be played in the
language further selected by the caller using IVRS option.
ii. Queuing or holding the call for an agent if none is immediately available.
iii. Keeping callers informed as to the status of the call and providing
information to callers while they wait in queue.
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iv. Skill Based Routing, which is sending the call to the appropriate
service agent at a remote NPS Information Desk
5.5.2
The ACD solution shall be designed such that it can handle
high call volumes
efficiently.
5.5.3
5.5.4
The ACD shall support multiple groups for all call types.
The ACD shall provide the capability of combining data with the Interactive Voice
Response (IVRS) menu system that can intelligently route calls requesting further
assistance
5.5.5
The ACD shall support the relaying of the information messages (marketing messages)
to voice callers waiting in queues or on hold
5.5.6
5.5.7
The ACD shall seamlessly integrate with the IVRS and PBX.
The ACD shall have extensive reporting capabilities including but not limited to:
1) Queue analysis reports such as total number of calls, total talk time, average call
time, Average speed of answer,
Abandoned call rate, Average delay before
abandon, average hold time, % calls closed on IVR, % calls transferred from IVR to
agent
2) Agent reports such as Login, Logout time, i d l e time, Average speed of answer,
average handling time, Number of Dropped Calls.
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5.6
Interactive Voice Response System (IVRS)
5.6.1
The IVRS solution shall be designed to be highly scalable.
5.6.2
The IVRS shall interact with the callers in duplex mode through synthesized recorded
voice in Hindi/English/Other Indian Languages.
5.6.3
The IVRS shall provide an easy to use and highly configurable system that enables
changing the IVRS tree with no hard coding. The IVRS shall have a GUI based tool to
develop Call trees / applications, configure customer types, configure messages by time
of day, day of week.
5.6.4
The IVRS shall support text-to-speech capability for multiple languages including
English and Hindi. The IVRS shall be able to retrieve information databases, convert it to
voice and play it back to the caller in relevant /desired language.
5.6.5
IVRS shall answer enquiries by prompting callers to input data onto the touch-tone
keypad, look up the records in a database and speak back information in
Hindi/English/Regional languages. It shall also be able to ask the caller for information,
accept the answers as they are entered on the keypad and store the information in
a database.
5.6.6
There shall be option available to the caller to opt for talking to agent by pressing predefined digit any time during the IVRS announcements.
5.6.7
The IVRS shall retrieve agent availability from ACD and announce expected
caller’s queue waiting time when he/she has requested for agent and is waiting to be
attended by one.
5.6.8
It shall be possible to send & populate agents PC with Screen pop containing call history
with respect to interaction of the caller with the IVRS.
5.6.9
IVRS shall maintain log of all services offered for auditing and analytics.
5.6.10 The IVRS shall integrate with the rest of the proposed solution to provide seamless NPS
Information Desk performance.
5.6.11 The IVRS system shall be able to generate various reports based on data generated
during its operation.
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5.7
5.7.1
Computer Telephone Integration (CTI)
The CTI shall be suitably integrated with the CRM and other applications used by the
Service Provider to send/receive data which needs to be populated on agent screen and
also update the IVRS usage details into the CRM as the customer traverses through the
IVRS and reaches an agent.
5.8
5.8.1
Logger
The voice logger system shall provide 100% recording of calls. The recordings shall
contain detailed call information such as date, time, call duration, agent ID, caller
number, customer ID, identifier and the solution shall provide advanced searching
capabilities.
5.8.2
The calls shall be stored for 30 days and shall be archived thereafter. The media
for archival (tapes) will be provided by Service Provider. A sample of these calls may be
graded by the call quality audit team from PFRDA against pre-decided parameters.
5.9
5.9.1
Email Response System
If felt in near future, this solution shall be used to support resolution of queries received
by email through a dedicated email id. The mailbox will be provided and hosted by the
PFRDA and will be either received directly on the email or through a feedback form
on PFRDA portal. The emails will be automatically forwarded by PFRDA to an
email address provided by the Service Provider. The Service Provider shall design
and implement
5.9.2
Email
routing
an email response system with following functionalities:
with
content
analysis
and
automated
and semi‐automated
responses and classification of email query.
5.9.3
Intelligently and automatically respond to email inquiries or routes inquires with skills
based routing discipline to agents.
5.9.4
Enterprise-class spam filtering technology shall be provided by the system.
5.9.5
Auto acknowledgement of all queries received and automatic re‐queuing of unanswered
emails.
5.9.6
Archival of consumer email and agent response in customer contact history in CRM.
5.10 People Architecture
The following is just an indicative structure for the Information Desk. The PFRDA leaves it up to
the Service Provider to propose the most suitable people architecture for the Information
Desk. PFRDA feels that with the increase in volume of calls, the number of call
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22
executives to be stationed at Information Desk shall be 20. The Service Provider will
appoint one Information Desk Supervisors for taking care of the administrative requirements at
the Information Desk. He will report to the management of the Service Provider. PFRDA may at
its discretion request the SP to augment the number of people deployed up to a maximum of 20
additional people during the currency of engagement as mentioned in section 4.8.1.2.
Information Desk
Supervisor
Call Executive 1
Call Executive 2
Call Executive 3
Call Executive 4
Call Executive 5
Figure 1 Structure of the NPS Information Desk
5.11 Roles and Responsibilities of the Information Desk Supervisor
The Information Desk Supervisor will have the following roles and responsibilities:
5.11.1 He will be appointed by the Service Provider as the single point of contact for PFRDA
5.11.2 He will be responsible for the day to day operations of the Information Desk
5.11.3 The Information Desk Supervisor will be responsible for SLA compliance for the
Information Desk
5.11.4 He will send all required Information Desk reports to PFRDA
5.11.5 The Information Desk Supervisor will update his team about all developments in the
NPS and other schemes administered by PFRDA.
5.11.6 The Information Desk Supervisor will keep track of all policy matters of the NPS and
other schemes administered by PFRDA and update his Information Desk team.
5.11.7 To ensure that mail of the subscribers are replied maximum within 48 hours.
5.12 Roles and Responsibilities of the Call Executives
The Call Executives will have the following roles and responsibilities:
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5.12.1 To attend to all incoming calls and invariably log all call details as required (L1 Support).
5.12.2 To respond to all queries to the best of their ability.
5.12.3 To route queries beyond the scope of Information Desk to relevant NPS facilities (L2
Support) or provide citizens with relevant details.
5.12.4 To generate individual call reports and send to the Information Desk Supervisor.
5.12.5 Report to the Supervisor for all issues regarding Information Desk operations.
5.12.6 To attend email of the subscriber and reply the same within 48 hours.
5.12.7 To send SMS/email to the caller as per the requirement.
5.12.8 To make outbound calls to the existing as well as prospective subscribers
5.13 Qualification Requirements
5.13.1 Information Desk Supervisor
It is expected that the Service Provider will designate an experienced manager for the
role of Information Desk Supervisor of the NPS Information Desk. The Information
Desk Supervisor should have at least 3 years of work experience in a call-center
environment and should be at least a graduate. It is also expected that the
Supervisor has prior experience of setting up such a facility and have led a team of Call
Executives.
5.13.2 Call Executives
The Call Executives should be at least graduates and with not less than 1 year of work
experience in call-center environment. They should be fluent in English and Hindi or
any of the other Indian regional languages as decided by PFRDA. Prior experience in
handling calls for any government setup would be an added benefit.
6
Roles and Responsibilities of PFRDA or its authorized intermediary
PFRDA or the authorized intermediary or entity will have the following roles and responsibilities
with respect to the NPS Information Desk.
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6.1
PFRDA will own and have exclusive rights including all intellectual property rights over all
data and information generated from operations of the NPS Information Desk. The
Service Provider will not claim any rights over any of the data or information generated
due to NPS Information Desk. The Service Provider will not use any data or information
generated from the operations of the Information Desk for any financial or commercial
benefits or use the same in any manner so as to cause any financial damages or
detriment to PFRDA at any point of time.
6.2
PFRDA or its authorized intermediary or entity will pay directly or reimburse telephone bill
in the name of PFRDA ( Toll free nos. ) and reimburse all expenses incurred by the
Service Provider towards telephone expenses in the name of Service Provider which has
been used for NPS Information Desk, after the Service Provider provides PFRDA with the
bills in original along with all call logs at the Information Desk.
6.3
PFRDA will arrange for all materials and information for the Service Provider which will be
required by the Call Executives at the Information Desk to provide NPS related
information to the citizens. Such materials will include both hardcopies and softcopies.
6.4
PFRDA will arrange for training on NPS for the Call Executives and the Information Desk
Supervisor at the request of the Service Provider if required.
6.5
PFRDA will provide its feedback on the Information Desk MIS & reports, operation of the
Information Desk from time to time.
6.6
PFDRA will decide upon the L2 support process in consultation with the successful bidder
and the same may be changed by PFRDA at its discretion. All changes will be informed to
the Service Provider as and when it is decided.
7
Service Level Requirements
The service level requirements given here are the expected service level from the
Information Desk Service Provider in the course of operating the Information Desk for
NPS. These performance requirements would be strictly imposed upon the Service
Provider and PFRDA would carry out audits to measure the performances on the basis
of
the metrics given
in
the
table
below.
The
SLA monitoring
would
be
performed/reviewed on quarterly basis. During the contract period, it is envisaged that
there would be changes in the SLAs, in terms of addition, alteration or deletion of certain
parameters, based on the mutual consent of both the parties i.e the PFRDA and the
Service Provider.
The service levels for the Information Desk have the following objectives:
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25
Citizen Perspective:

Time taken to pick up the call

Quality of Response

Time taken to respond to the query on call or email
System Perspective:

Availability of the system

Response time of the system
PFRDA Perspective:

Quality of Service

Efficiency

Availability

Scalability

Timeliness of Response

Accuracy

Quality of Reports
The SLA with the Service Provider would specify a baseline service level. The baseline
would form the minimum expected level of the service from the Service Provider. The
payment to the Service Provider quarterly would be linked to the compliance with the
SLA metrics as laid down in the table below. The table also specifies the limits and
metrics for lower / higher performance and breach levels.
Table 1 Information Desk Service Level Requirements & Measurements
SLA SLA Parameter
No
1
No.
of
unanswered
calls
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Baseline Metrics
Lower Performance
Breach
Metric
Score
Metric
Score
Metric
< 5%
15
>= 5%
10
>=20%
Method
Measurement
Call logs will be
scanned to note
the count of
unattended calls.
26
2
Average
Time
Handling
<6 min
10
>6 min
7
> 10
mins
Call audits
3
Capacity Utilization
>80 calls
10
<80 calls
7
<25
calls
Call audits, ACD
Report,
Attendance
Register/Roster
4
Information
availability
100%
5
<100%
2
<98%
-
5
Accuracy
information
100%
10
<100%
0
3 times
in a
month
Call Audit
6
System Uptime
99.99%
10
>= 98 %
8
<95%
System log/report
7
System failure (No. of
Times in a month)
0
10
2
6
<98%
System log/report
8
Attendance
executives
call
100%
10
95%
7
<90%
Attendance
Register/Roster
9
Submission of reports
on time
100%
10
98%
8
<75%
Email log
10
Customer Satisfaction
>90%
10
<=90%
7
<85%
Customer
Satisfaction Report
of
of
∑ =105
∑=62
Capacity Utilization Calculation Formula
=
(Total Inbound Calls Answered + Total Outbound Calls*)
Average Attendance for Month X No. of Days of Operations
* Total Outbound Calls include
- Outbound Calls to Abandoned Calls & Successful Call Re-Attempts
- Outbound Calls to SMS & Successful Call Re-Attempts
- Any Special Calls as desired by PFRDA viz. calls to Frozen Accounts, Feedback to Newsletter calls
etc.
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8
Compensation for Non-compliance to the Service Level Requirements
The PFRDA or its authorized intermediary will be entitled for a compensation of Rs.
5,000 if the total Service Level Score is less than or equal to 62 in any month. If the
performance is less than or equal to 53 for two months in a row or PFRDA has sought
compensation on the Service Provider three months in a row, then PFRDA or its
authorized intermediary may take necessary steps to terminate the contract on the basis
of non-performance in the subsequent month of non-performance.
9
Scope and Deliverables
9.1
Scope of Work
PFRDA wants to hire existing Call Center operators who can facilitate the following:
9.1.1
Provide requisite infrastructure to handle the calls as per the procedure given above.
Some of the facilities/ equipment which must be provided in the NPS Information Desk
are as follows:
i. Desktop PCs for each seat
ii. At least one Server
iii. Local Area Network
iv. Appropriate no. of incoming and outgoing telephone lines
v. Internet facility on all PCs
vi. Required no. of telephone instruments
vii. Hot Button Programming on all Telephone sets
viii. Conferencing Facility on Telephone sets
ix. Head phones for each agent
x. Air conditioning
xi. EPABX
xii. CRM
xiii. IVRS
xiv. CTI
xv. ACD
xvi. Call Logger
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9.1.2
Provide requisite number of Call Executives for the NPS Information Desk. The Call
Executives shall be at least a Graduate in any discipline. The Call Executives
should be fluent in English and Hindi or any of the other Indian regional languages
as mentioned in Section 3.2.1 or decided by PFRDA .It is also expected that the
Call Executives have the basic idea about computer operations and spreadsheets
and documenting software like Microsoft Word etc. PFRDA will have right to
increase or decrease the number of Call Executives depending on the response
received over a period.
9.1.3
Provide facilities for establishing conference calls with NPS experts and maintain a
record of these calls, queries, and answers given.
9.1.4
Proposed operating timing for the Information Desk is 9.30 AM to 5.30 PM from
Monday to Sunday, except national holidays and mandatory holiday declared by
Government(viz. election day).
9.1.5
Provide first level software to record the call details and should be able to issue the
docket number for each call for future reference. This database shall be accessible
to users, based on role and will help in performing day-to-day operations of the NPS
Information Desk. It will also be used for generating MIS reports.
9.1.6
Provide MIS Reports like pending calls, trends, call utilization, classification wise
problems etc. MIS reports will be finalized in consultation with PFRDA.
9.1.7
Provide customized reports on calls segregated on the basis of sex, region, income
group etc. Format for such reports will be discussed with the successful bidder.
9.1.8
The Service Provider would be responsible for installation, shifting of the
Information Desk telephone connections, both for incoming (for receiving toll free
calls from citizens) and outgoing (for conferencing with L2 support) telephone lines
in the Information Desk and for settling day-to-day issues related to breakdowns,
disconnections etc. with the telephone companies. PFRDA would make payment
directly or reimburse
the telephone bill
which is in the name of PFRDA. The
Information Desk Service Provider would bear the cost of registration charges,
installation charges, and security deposits, if any, for the telephone connections in
the Information Desk, whereas PFRDA would reimburse the payments made
towards telephone bills, in the name of service provider, if any, to the service
provider without any extra service charges. Any disputes with the telecom operator
would be handled by the Information Desk Service Provider.
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9.1.9
Currently, all incoming telephone lines will be from a single operator, i.e., either
BSNL or MTNL. However, it is envisaged that the NPS Information Desk would
have incoming telephone lines from multiple operators. Hence, it is essential that
the incoming telephone lines will be routed through EPABX system in the
Information Desk in order to allow handling telephone lines from more than one
telecom operator. The system will also have the capability of Call Holding and Skillbased Call Routing facilities at the option of PFRDA.
9.2
Deliverables
The deliverables for this assignment will be as follows:
9.2.1
9.2.2
Project Planning Phase

A detailed project plan and schedule

Solution Architectures viz., Technical and Functional Architecture

Service Level assessment tools for SLA compliance assessments

Information Desk Operating Manual

Information Desk Report Templates
Implementation Phase

9.2.3
9.3
Weekly Project Progress Reports
Operating Phase

MIS Reports

SLA Compliance Reports
Acceptance Test and Sign-Off
Deliverables in each phase as mentioned above will be subjected to testing/approval. The
test/approval procedures will be developed by PFRDA and on satisfactory results and
compliances, sign off will be given for individual deliverables. The deliverables of the project
should be accompanied with a delivery note on which the competent authority from PFRDA
will give the sign-off. Project delivery will be deemed completed only after this process.
10 Project Schedule
The following table gives the implementation schedule of the project:
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Table 2 Project Schedule
Sl No
Milestones
Time
of
Completion
1
Contract Award & Signing
T
2
Solution Design*
T+7 days
3
Solution Design Sign-off
T+10 days
4
Facility Development*
T+ 20 days
5
Testing & PFRDA Certification/Approval
T+25 days
6
Training of Information Desk Staff on call T+30 days
handling,
NPS
and
Information
Desk
Operations
7
Test run of Information Desk
T+37 days
8
Information Desk GO LIVE*
T+38 days
T, as referred above, is the date of EITHER the ‘award of contract’ notification issued by
PFRDA to selected Service Provider OR the signing of contract between selected Service
Provider and PFRDA OR the meeting conducted by PFRDA to kick-off the project;
whichever is earlier.
* For each day of delay in achieving the milestones (indicated as * in the above table),
PFRDA shall be entitled for a compensation of Rs 1000 (one thousand rupees). If the final
Go-Live is delayed beyond 2 weeks, or any particular milestone is delayed beyond one
week, then PFRDA may subject the contract for termination and will also reserve the right to
invoke the entire contract amount deposited in the form of Performance Bank Guarantee or
such other action as deemed fit.
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11 Bid Process Terms and Conditions
11.1 Bid Price
11.1.1 RFP document can be purchased from the PFRDA, at the address mentioned in
point no. 12.7 , against payment of Rs.10,000/-, in the form of a demand draft/Pay
order issued
by a scheduled commercial
bank favoring Pension Fund
Regulatory and Development Authority, payable at New Delhi.
11.1.2 Alternatively the RFP document can be downloaded from the PFRDA's website
www.pfrda.org.in. In such an event, the service provider will have to pay, at the
time of submission of their offer, a non-refundable fee of Rs.10,000/- in the form of
a demand draft/pay order issued by a scheduled commercial bank favoring
Pension Fund Regulatory and Development Authority, payable at New Delhi.
11.1.3 In the event of non-payment of the fee of Rs.10,000/- towards the RFP form at the
time of submission of the offer,
the offer will not be opened/considered.
11.2 Earnest Money Deposit (Bid security)
11.2.1 Service provider will have to provide a Bid security of Rs.5.00 lakh (Rupees
Five lakh only) by way of either a demand draft/pay order, issued in favour of
Pension Fund Regulatory and Development Authority, payable at New Delhi or by
making electronic payment through RTGS.
11.2.2 In the event of non- submission of the bid-security money of Rs. 5.00 lakh, the bid
will be summarily rejected.
11.2.3 No interest will be payable on the Bid Security amount.
11.2.4 The bid security amount will be forfeited if upon being declared successful the
service provider refuses to accept work order or having accepted the work
order, fails to carry out its obligations mentioned therein.
11.2.5 The Bid Security will be refunded to the unsuccessful bidders only after completion
of the entire bid process.
11.2.6 The Bid security of the successful bidder would be refunded upon submission
of Performance Bank Guarantee (PBG). In case the successful bidder, post his
selection fails to sign the contract and perform the job, the bid security shall be
forfeited.
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12 Selection Process
The PFRDA has issued this document for the purpose of seeking response from interested
bidders for the establishment and operation of an information desk for NPS. The document
states the complete functional and technical requirements for the facility. The Bidder is expected
to examine all instructions, forms, terms, PFRDA’s requirements and other information in the
RFP document. Failure to furnish all information required by this RFP or submission of a
proposal not substantially responsive to the document in every aspect would be at the Bidder’s
risk and may result in rejection of its proposal.
12.1 Pre-bid Qualification (Minimum eligibility criteria)
The minimum eligibility requirements for a prospective bidder responding to this RFP are
given below. The bidder will have to submit documentary evidences (wherever applicable)
in support of the same. Service provider meeting the minimum criteria will only be
considered for Technical and commercial evaluation. All the eligibility requirements will
have to be satisfied by the bidders on the date of the submission of the bid unless
otherwise specified
12.1.1. General Criteria
I.
The bidder shall be a registered company in India under the Companies Act
1956/individual/sole proprietorship firm/ registered Partnership firm or registered
Limited Liability Partnership.
II.
The bidder shall be registered in India for providing BPO/Call Center/Contact
Center/ITeS related services. The bidder shall hold a valid license for such
business as currently provided by it in India.
III.
The bidder should have multilingual capability and should have been providing
services (projects) in three or more of the following languages in past one year
viz. Hindi, English, Tamil, Telugu and Bengali.
IV.
The bidder shall not be registered with PFRDA as intermediaries under NPS
architecture.
V.
Bidder shall be an established, reputed and reliable Service Provider in the field
of providing in-bound Call Center services for the past 5 financial years.
VI.
The bidder shall be currently operating a process for the financial institutions.
VII.
The bidder shall not have defaults on any bank/institutions’ loans in the past.
VIII.
The Bidder shall have no default in payment of statutory dues or liabilities.
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IX.
The Bidder shall have filed income tax returns for the three financial years.
X.
The Firm should have valid registration for Service Tax and other statutory
requirements in the relevant field.
XI.
The Bidders should not have been black-listed by central/ state governments/
PSUs.
XII.
The service provider should have a call center situated in Delhi NCR.
12.1.2. Specific Criteria
I.
The bidder shall have a net profit in at least three of the previous five financial
years and the average turnover from call center business shall not be less than
Rs 15 crores in the last three financial years.
II.
The bidder shall have a positive net worth as on the end of 31st March 2015.
III.
The Bidder shall have at least 50 physical in-bound contact center seats
at a single location in India as on 31st March 2015
IV.
The Bidder shall also have experience in installation and management of Call
Center hardware (Switches, ACD, IVRS) and software (Logger, CTI, CRM
platform) including the CRM platform for at least three clients. The Bidder shall
have long-term arrangements with OEMs for supply and support of Call Center
hardware (Switches, ACD, IVRS) and software (Logger, CTI) proposed in the
solution. The Bidder shall enter into SLA-based agreement with the OEM for
provision of spares, backend support, patches, software upgrades etc for the
license period along with the bid.
V.
The CRM Technology platform proposed by the Bidder shall have capabilities to
handle in-bound calls, as well as push and pull for SMS services, and accept
incoming requests in the form of email.
12.2 Key Activities and Dates
The key activities and dates for the purpose of this RFP are given in the table below:
Table 3 Key Bidding Activities
S.No.
Key Activities
Date*
1.
Issuance of Request For Proposal (RFP)
12-01-2016
2.
Last date of receiving queries from bidders
22-01-2016, upto 17.00 Hrs.
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3.
Pre-Bid Meeting
27-01-2016 at 11.30 Hrs
4.
Last date and time for submission of 02-02-2016 upto 15.00 Hrs
proposals
5.
Technical Proposal opening
02-01-2016 at 15.30 Hrs
6.
Commercial Proposal opening
09-02-2016 at 16.00 Hrs
7.
Contract finalization and Award
11-02-2016
* PFRDA reserves the right to change any date/time mentioned in the schedule above
under intimation to all concerned
12.3 Clarifications on the RFP
A prospective bidder requiring any clarification on the RFP documents may notify PFRDA
in writing as per annexure VII at the PFRDA’s address indicated in section 12.7 of this
RFP. All queries and clarifications should reach PFRDA by 17:00 hours, 22.01.2016
PFRDA would give clarifications to the bidders in the pre – bid meeting only. PFRDA
would not prepare and send responses to the queries and clarifications by the bidders in a
consolidated manner and has the right not to respond to some or any of the queries at its
sole discretion. PFRDA will not normally entertain or respond to bidders’ queries and
clarifications after pre – bid meeting i.e., 27.01.2016.
12.4 Pre-bid Meeting
12.4.1. The bidder’s authorized representatives (not exceeding two) are invited to attend
the Pre-bid meeting at their own cost, which would take place at the venue
mentioned below and time as stipulated in the Section 12.2 of this RFP.
Venue:
Conference Hall, PFRDA, 1st Floor, Chatrapati Shivaji Bhawan, 1st
Floor, B-14/A, Qutab Institutional Area, New Delhi - 110016
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12.4.2. The purpose of the meeting would be to clarify queries on any matter related to
the RFP and the project.
12.4.3. The bidders are requested to submit their queries in writing to PFRDA on or
before the date indicated in Section 12.3 of this RFP. Any queries received after
the indicated date and time will not be entertained.
12.5 Proposal Preparation and Presentation Cost
The bidder is responsible for all costs incurred in connection with participation in this
process, including but not limited to, costs incurred in conduct of informative and other
diligence activities, participation in meetings, presentation, preparation of proposal and in
providing additional information required by PFRDA.
This RFP does not commit the
PFRDA to award a contract or to engage in negotiations.
12.6 PFRDA’s Right to Terminate the RFP
PFRDA may terminate the RFP process at any time and without assigning any reason.
The PFRDA makes no commitment, express or implied, that this process will result in a
business transaction with anyone. This RFP does not constitute an offer by the PFRDA.
The bidder's participation in this process may result in PFRDA selecting the bidder to
engage in further discussions and negotiations toward execution of a contract. The
commencement of such negotiations does not, however, signify a commitment by PFRDA
to execute a contract or to continue negotiations. The PFRDA may terminate negotiations
at any time without assigning any reason.
12.7 Venue and Dateline for Proposal Submission
Proposals should reach PFRDA at the following address.
The Chief General Manager, Pension Fund Regulatory and Development Authority
(PFRDA), 3rd Floor, Chatrapati Shivaji Bhawan, B-14/A, Qutab Institutional
Area, New Delhi - 110016
In case the proposal is submitted by hand, bidder’s representative(s) shall sign a register
evidencing their attendance. Last Date & Time of Submission of Proposal: 15.00 Hrs,
02.02.2016
12.8 Late Bids
Any proposal received by the PFRDA after the deadline for submission of proposal
prescribed in Section 12.2 of this RFP shall be summarily rejected and returned unopened
to the bidder.
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12.9 Bid Opening
Total transparency will be observed while opening of proposals. Sealed envelopes of the
bids will be opened at 15:30 Hrs on 02.02.2016 (Technical Bid) and at 16:00 hrs on
09.02.2016 (Commercial proposal) in the presence of authorized representatives of the
bidders who wish to attend the event. PFRDA reserves the right at all times to postpone or
cancel a scheduled RFP opening. The venue for the opening of proposals is as mentioned
in the Section 12.7 of this RFP.
12.10 Bid Submission Format
The bidder shall submit a sealed cover consisting of two (2) copies of all the bid
documents. The name of the project, the bidder’s name and address, and the name of the
primary and secondary contact person should be provided on the right hand side of
sealed Proposal and must be received at the address mentioned in Section 12.7 by 15:00
hrs 15.00 Hrs. Copies of the bids (both in Original and Duplicate) must consist of the
following:
12.10.1.
Technical Proposal, including a softcopy on CD-ROM: In a sealed cover
super scribing on the right hand side top of the cover as ”Technical Proposal”
12.10.2.
Commercial Proposal: In a sealed cover super scribing on the right hand
side top of the cover as ”Commercial Proposal”
PFRDA will not accept delivery of proposal by fax or e-mail. Proposals received in such
manner shall be treated as defective, invalid and rejected.
13 Proposal Submission
13.1 Documents Comprising the Proposals
The proposal submitted by the bidder shall comprise the following documents:
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13.1.1. Technical Proposal including all the technical information asked for in Section
13.2 of this RFP document, dully filled in along with all attachments/schedules duly
completed and signed by the bidder.
13.1.2. The bidder’s Commercial Proposal as per the details provided in section 13.3 of
this RFP
13.1.3. Any other information that is to be submitted during the course of the proposal
process.
13.2.
Technical Proposal Format
The Technical proposal should address the following strictly in the order given below:
13.2.1. A brief profile of the bidder
a. Organization Structure
b. Experience
c. Turnover
d. Clients’ profiles
13.2.2. Understanding of the National Pension System objectives
I.
Approach for setting up the Information Desk
a. Overview of the Proposed Solution that meets the requirements specified
in the RFP
b. Strategy for setting up of Information Desk
13.2.3. Project plan and implementation schedule
13.2.4. Operational methodology
13.2.5. Proposed Architectures
a. Overall Architecture
b. Technical Architecture
c. The bidder shall provide details of its plan to address the technology
requirements, such as scalability, availability, performance requirements of
the system mentioned in this RFP.
13.2.6. Business Plan including
a. Operations and Maintenance Plan
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b. Human Resource Plan
c. Financial Plan
d. Plan for other support activities
13.2.7. Business Continuity Plan
13.2.8. Manpower Deployment plan
13.2.9. IT Infrastructure Disaster Recovery Plans
Besides the above, the proposal should contain the following:
I.
Innovative suggestions that the bidder may want to render w.r.t. the approach
adopted for the assignment in the light of their expertise or experience from
similar assignments
II.
Experience with similar activities
III.
Quality assurance/process
IV.
Key Deliverables (along with example deliverables, where possible)
V.
Deviations and Exclusions: The bidder shall provide the deviations and
exclusions, if any, from the defined scope of work. Major exclusion/ deviation
shall disqualify the bidder.
VI.
Bidder Undertakings: Bidder’s guarantee for accomplishing the implementation
schedules for completion of key deliverables.
VII.
Total Responsibility: Bidder should issue a statement undertaking total
responsibility for the defect free operation of the Information Desk solution.
VIII.
Any other information that vendor thinks would be worth mentioning in the
proposal.
13.3.
Commercial Proposal Format
The commercial proposal shall include
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13.3.1. The cost of setting up the Information Desk facility
13.3.2. The Annual Operating cost of the Information Desk
13.3.3. Per person monthly cost of deployment of additional manpower (for call
executives and Supervisor separately)
13.3.4. The commercial proposal should be as per Annexure III
The bidder shall provide detailed break-up as mentioned above, failing which the proposal
may be considered incomplete. All costs will be clearly indicated in terms of INR both in
figures and in words.
13.4.
Amendments to the RFP
At any time prior to the deadline for submission of proposals, PFRDA may modify/amend
or vary, for any reason deemed necessary, the RFP by an amendment notified in writing
or by fax or email to all the bidders who have received this RFP and such amendment
shall be binding on them.
13.5.
Modification, Substitution and Withdrawal of Proposal
No proposal can be withdrawn in the interval between the deadline for submission of
proposals and the expiration of the validity period as specified in section 13.9 of this RFP.
However, bidder is allowed to withdraw his bid documents till deadline for submission of
proposals, i.e. till 15:00 hours,02.02.2016. Once the bid documents are submitted,
modifications and substitutions in the bid documents shall not be allowed.
13.6.
Language of the Proposal
The proposal and all correspondence and documents shall be written in English. All
proposals and accompanying documents received within the stipulated time will become
the property of the PFRDA and will not be returned. The hardcopy version will be
considered as the official proposal.
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13.7.
Period of Validity of Proposals
13.7.1. The proposals shall be valid for a period of 90 days from the date of opening of
the technical proposals. A proposal valid for a shorter period may be rejected as
non-responsive.
13.7.2. In exceptional circumstances, at its discretion, PFRDA may solicit the bidder’s
consent for an extension of the validity period. The request and responses shall be
made in writing.
13.7.3. Proposals will be reviewed by a Committee constituted by the PFRDA or its
designated representative(s). The PFRDA, or such other authority designated by
the PFRDA, as the case may be, is also referred to herein as the Evaluation
Committee (or “Committee”). The Committee may be comprised of, or receive
assistance from, several teams conducting parallel evaluation.
14
Proposal Opening
PFRDA would open the proposal, in the presence of authorized representative(s) of the bidder
who choose to attend, at the time, date and location stipulated in the RFP. The maximum
number of authorized representatives allowed to each bidder will not be more than two. The
bidder’s representative(s) shall sign a register evidencing their attendance.
14.1 Clarification of Proposals
In the process of examination, evaluation and comparison of proposal, the PFRDA may,
at its discretion, ask bidder(s) for clarification of its proposal which the bidder will be
obliged to furnish in writing.
14.2 Initial Determination of Compliance with RFP Requirements
The Committee will perform an initial review of all proposals that are submitted on time.
After initial review, the Committee may recommend discontinuing the evaluation of any
proposal, which it considers unacceptable prima facie for any reason such as:
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14.2.1. The proposal is not a reasonable effort to respond to the requirements of the
RFP; or is vague or lacking in material particulars/information sought or is not
accompanied with relevant documents
14.2.2. The proposal contains technical deficiencies, such as not all the requirements of
the solution are addressed and proposed solution is not in accordance with the
requirements of the PFRDA.
14.3 Correction of Errors
14.3.1. Bidders are advised to exercise adequate care in quoting the prices. No
modification/ correction in quotations will be entertained once the commercial bids
are submitted. Even before submission of the proposal, care should be taken to
ensure that any corrections/overwriting in the proposal are initiated by the person
signing the proposal form.
14.3.2. Arithmetic errors in proposals will be corrected as follows: In case of discrepancy
between the amounts mentioned in figures and in words, the amount in words shall
govern.
14.4 Site Visit by PFRDA
As part of the evaluation process, PFRDA and / or any agency selected by PFRDA shall be
allowed to visit and examine/verify the bidder’s system capabilities as defined in the
Technical Proposal. The bidder, if asked by PFRDA, shall arrange and facilitate such visit.
The cost of such visits to the Sites shall be at PFRDA’s expense.
14.5 Evaluation Procedure and Criteria
Evaluation of the bids will be done in two stages. The following is the procedure for
evaluation.
14.5.1. Firms meeting the pre- bid qualification criteria would be considered for further
evaluations
14.5.2. Evaluation of Technical Bids
The evaluation of the Technical bids will be carried out in the following manner:
a) The bidder’s technical solutions proposed in the bid document will be evaluated as
per the requirements specified in the RFP and bidder is required to provide details on
the proposed solution.
b) Proposal Presentations. The Committee may invite each bidder to make a
presentation to the PFRDA at a date, time and location as determined by the PFRDA.
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The purpose of such presentations would be to allow the bidders to present their
proposal solutions to the committee and the key points in their proposals.
c) The Evaluation Committee may undertake written clarifications from the bidders. The
primary function of clarification in the evaluation process is to clarify ambiguities and
uncertainties, if any, arising out of the evaluation of the bid documents.
d) Depending on the evaluation methodology mentioned in points a, b and c, above each
Technical bid will be assigned a technical score out of a maximum of 100 points. The
break-up of weightage on different aspects of the proposal by the bidders will be as
given in the table below:
Table 4 Weightage Breakup
A: Past Experience in related areas (50 marks)
Bidder
Scores
50
1
Turnover from domestic inbound call center
business
20% 10
2
Regional Languages capabilities
20% 10
3
Number of domestic inbound contact center
seats
20% 10
4
Experience in handling call center for any
financial institution
10% 5
5
Size of single largest inbound domestic
customer supported
10% 5
6
Business Continuity Plan and Disaster
Recovery Plan (BCP and DR) (Test
Reports)
10% 5
7
Growth in number of clients for Call Center
Business in current year
10% 5
Total of A
B: Approach and Methodology (30 Marks)
30
8
Security Level Implemented
50% 15
9
Advanced usage of telephony technologytechnical
features
offered
beyond
requirements
20% 6
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10
Quality framework/methodology adopted,
proposed quality plan (quality scorecards,
customer satisfaction scoring method, six
sigma/
ISO
9000/ISO
27001/BS7799/COPC-2000 certifications)
20% 6
11
Knowledge Management
10% 3
Total of B
C: Profile of key team members (20 Marks)
20
12
Qualification of call executives & Supervisor
proposed
30% 6
13
Average experience
proposed
40% 8
14
Senior & dedicated member assigned for
the account (information desk Supervisor)
of
call
executives
30% 6
Total of C
Grand Total (A+B+C)
Technical Evaluation criteria
A: Past Experience in related
areas ( 50 marks)
Turnover from
1
inbound
domestic
call
center
business
Scale (points)
>= 15 Crs
and
Rs. 25
Above
upto Above 25 Crs Rs. 50
crs to upto
:6
crs : 8
50 crs
:
10
Above
2
Regional
capabilities
Number
3
Languages Five
inbound
of
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Languages:
Between 5-7 lang. :
6
lang. : 8
domestic
contact
seats
7
10
Above
center >= 200 and between 251 500
upto 250 : 6
-- 500 : 8
:
10
44
above
Experience in handling call
4
center for any financial
institutions
Size
5
of
6
Upto
3 between 4-6 projec
projects : 6
single
inbound
projects : 8
Above
largest
100
domestic
customer supported
ts : 10
between 51- seats :
50 seats : 2 100 seats : 3
5
Only one city More
6
BCP and DR capability
(Test reports)
but
Only
two than 2
one different
location : 1
location : 3
cities :
5
Client
7
Growth in number of new
clients for Call Center
Business in current year
(i.e. 2014-15).
Client
Clients added
added 3: 1
4-5: 3
added
6 or
more:
5
Total of A
B: Approach and Methodology
(30 Marks)
Netwo
Security
8
Implemented
Advanced
telephony
9
Level Independent
usage
rk
Data
Security
Certification
Physical
Securi
Securi
Certificati
:3
Security : 3
ty: 3
ty: 3
ons: 3
of
technology-
technical features offered Telephone
beyond requirements
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Industry
IP Telephony:
exchange: 3 6
45
10
Quality
6
framework/methodology
points
adopted, proposed quality
for
plan (quality scorecards,
meeti
customer
ng
satisfaction
scoring method, six sigma/
ISO
4 points for more
9000/ISO 2 points for meeting
than 4
27001/BS7799/COPC-
meeting any between 3-4 param
2000 certifications)
2 parameter
parameters
eter
Knowledge
11
management
Otherwise
process:
:0
yes – 3
if
Total of B
C: Profile of key team members
(20 Marks)
Qualification
12
of
call As
per
executives & Supervisor clause 5.13:
proposed
6
5
13
years
Average experience of call
executives proposed
and
between 3<5 above
years: 4
:8
Total
Senior
14
&
experi
dedicated
ence
member assigned for the
of
account (information desk
Supervisor)
more
between 5 10 yes: 4
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10
46
yes: 6
Total of C
Grand Total (A+B+C)
e) The bidders who score a Technical score of 70% or more will qualify for the evaluation of the
commercial bid.
14.5.3. Evaluation of Commercial Bid
a. The commercial Bids shall be evaluated by PFRDA for completeness and
accuracy. If there are Arithmetical errors the bid will be rejected. If there is a
discrepancy between words and figures, the amount in words will prevail.
b. The Commercial Bid shall contain the total cost of all services, comprising of all
items as mentioned in Annexe III, proposed to be charged by the Bidder
c. Based on the Evaluation Criteria mentioned in the following clause a Commercial
score (SF) shall be assigned to each Bid
14.5.4. Evaluation Criteria and Identification of Best Evaluated Bid
Evaluation Criteria proposed to be adopted will be Quality cum Cost Based System
(QCBS) where Technical Bid Score will get a weightage of 50 and Commercial Bid
Score a weightage of 50.
Description of variables used:

ST is the Total Technical Score for each Bid

F is the Commercial Bid Price quoted in the Bid under consideration

FL is the value of lowest Qualifying Commercial Bid Price
Commercial Bid Score (SF) for each Bid shall be computed as follows:
SF = 100 x (FL / F)
Total Score (TS) for each Bid shall be computed as follows:
TS = (0.50 x ST) + (0.50 x SF)
The Bid, that obtains the highest Total Score (TS) value, will be rated as the Best
Evaluated Bid.
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14.5.5. Negotiations, Contract Finalization and Award
14.5.6. The committee shall reserve the right to negotiate with the bidder whose
proposal has been ranked first by the committee on the basis of Quality cum Cost
Based System (QCBS). A contract will be awarded to the responsible, responsive
bidder whose proposal conforms to the RFP and is, in the opinion of PFRDA, the
most advantageous and represents the best value to the project, price and other
factors considered. Evaluations will be based on the proposals and any additional
information requested by the PFRDA.
15 Rejection Criteria
Besides other Terms & Conditions highlighted in this Document, following vital conditions should
be strictly complied with, failing which the Bid may be rejected.
15.1 Technical Rejection Criteria
The following vital technical conditions should be strictly complied with failing which the
Bid may be rejected:
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15.1.1 Only
the
Bids
of
Bidders,
who
quote
for
the
complete
Schedule of
Requirements as stipulated in the RFP, addendum (if any) and any subsequent
information given to the Bidder, shall be considered. Incomplete Bids may be rejected
outright.
15.1.2 Failure to furnish all information required as per RFP or submission of Bid not
substantially responsive to the RFP in every respect may lead to rejection of Bid.
15.1.3 The Bidder shall be deemed to have complied with all clauses under all the sections of
the RFP including Schedule of Requirements, Operational Specifications and General
Terms & Conditions.
15.1.4 Bids must conform to the timelines stipulated in the RFP.
15.1.5 The Technical Bid shall contain no commercial details/items/values.
15.1.6 Prices in any form or by any reason before opening the Commercial Bid should not be
revealed.
15.1.7 The Bidder should confirm unconditional acceptance of full responsibility of providing
services and facilities in accordance with the 'Schedule of Requirements' of this Bid.
15.1.8 The Contact Center offered should be state-of-art. The Contact Center along with the
required
facilities/infrastructure/equipment/material
should
conform fully to the
requirement and specifications as laid down in the RFP.
15.2 Commercial Bid Rejection Criteria
15.2.1 Incomplete Commercial Bid.
15.2.2 Bids which do not conform to Bid’s Commercial Bid format.
15.2.3 Bids where prices are not firm during the entire duration of the contract and / or with any
qualifications.
15.2.4 The price quoted by the Bidder is not inclusive of all statutory taxes and levies
applicable.
15.2.5 There is an arithmetic discrepancy in the Commercial Bid calculations, PFRDA shall
rectify the same.
15.3 General Rejection Criteria
15.3.1 Bids received through Fax/E-Mail.
15.3.2 Bids which do not conform to unconditional validity of the Bid as prescribed in the Bid.
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15.3.3 If the information provided by the Bidder is found to be incorrect / misleading at any
stage / time during the Biding Process.
15.3.4 Bids not submitted in Two Bid systems in two separate envelopes as prescribed
in the Bid.
15.3.5 Bid received by PFRDA after the last date for receipt of Bids prescribed by PFRDA.
15.3.6 Bids without power of authorization or any other document consisting of adequate
proof of the Signatory’s Authority.
16 Award of Contract
16.1 Award Criteria
PFRDA will award the Contract to the successful bidder whose proposal has been
determined to be substantially responsive and has been determined as the best value
proposal for a period of 3 years subject to annual review of the performance of the
service provider, provided further that the bidder has demonstrated that it is qualified to
perform services required for the project satisfactorily.
16.2 PFRDA’s Right to Accept or Reject Any or All Proposals
PFRDA reserves the right to accept or reject any proposal, and to annul the RFP process
and reject all proposals at any time prior to award of contract, without incurring any liability
to the affected bidder or bidders or any obligation to inform the affected bidder or bidders
of the grounds for PFRDA’s action.
16.3 Notification of Award
Prior to expiry of the validity period, PFRDA will notify the successful bidder in writing that
its proposal has been accepted. Upon the successful bidder’s furnishing of performance
bank guarantee contract signing process will take place. In case the successful bidder is
unable to furnish the performance bank guarantee, PFRDA may invite the bidder second
in order of total score.
16.4 Signing of Contract
Once PFRDA notifies the successful bidder that its proposal has been accepted, PFRDA
shall enter into a separate contract, incorporating all agreements (to be discussed and
agreed upon separately) between PFRDA and the successful bidder. In future, PFRDA
may assign its obligations under the contract to any other intermediary or entity
authorized by it, on the same terms and conditions. The successful bidder shall
thereupon execute the agreement for the remainder period of the contract with such
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intermediary or entity.
16.5 Performance Bank Guarantee
16.5.1. The successful bidder shall at its own expense deposit with PFRDA, within fifteen
(15) working days of the date of notice of award of the contract or prior to signing of
the contract whichever is earlier, an unconditional and irrevocable Performance
Bank Guarantee (PBG), amounting to 5% of the total contract value, from a
scheduled bank acceptable to PFRDA, payable on demand, for the due
performance and fulfillment of the contract by the bidder.
16.5.2. The Performance Bank Guarantee will be as follows:
I.
“All incidental charges whatsoever such as premium, commission etc.
with respect to the Performance Bank Guarantee shall be borne by the bidder. The PBG
shall be valid till 180 days after completion of tenure of appointment. “
II.
In the event of the bidder being unable to service the contract for
whatever reason, PFRDA would invoke the PBG. Notwithstanding and without prejudice
to any rights whatsoever of PFRDA under the contract, the proceeds of the PBG shall be
payable to PFRDA as compensation for the bidder’s failure to perform/comply with its
obligations under the contract. PFRDA shall notify the bidder in writing of the exercise of
its right to receive such amount within 14 days, indicating the contractual obligation(s) for
which the bidder is in default.
III.
Before invoking the PBG, the vendor will be given an opportunity to
represent before PFRDA. The decision of PFRDA on the representation given by the
vendor shall be final and binding. .
17 Payment Terms
The Information Desk service charges would be settled on a quarterly basis after successful
operationalisation of the Information Desk. However, this time frame is indicative and would be
finalized mutually between PFRDA and the successful bidder. On signing of the contract with
PFRDA, the successful bidder would be entitled to operate the Information Desk for NPS for a
period of three years.
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17.1 Conditions of Appointment
17.1.1. The tenure of appointment shall be valid for a term of 3 years subject to annual
review of the performance of service provider.
17.1.2. The tenure of appointment of the Information Desk Service Provider shall be
brought to an end if Information Desk Service Provider contravenes any of the
conditions/clauses as specified in the contract with PFRDA.
17.2 Price Freezing
The final prices stated in the commercial bid shall remain frozen for a minimum period up
to three years from the date of contract.
18 Tax Clause
PFRDA would only reimburse Service Tax and Education cess as part of total contract, where
applicable . Any other tax or levy either Central/State incurred by service provider would not be
reimbursed by PFRDA.
19 Sub-Contract Clause
The service provider shall neither assign nor transfer, entirely or in part, the obligation derived
here from in favor of any third party
20
Termination of Contract
The grounds for suspension / termination of Information Desk Service Provider shall be as
provided under the contract and may include inter alia:
1. Contravention of the conditions/clauses as would be specified in the Contract with
PFRDA.
2. Inability to perform the duties and requirements as would be specified in the contract.
3. PFRDA reserves the right to terminate the contract with the Service Provider by
giving the Service Provider a notice of one month if PFRDA decides that the services
of the Information Desk will no longer be required from the Service Provider.
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21 Statutory Compliances:
21.1 The service provider, in the process of providing the services must comply with all
the statutory/regulatory requirements. Following is an indicative (not exhaustive) list of
such compliances required.
21.2 Compliance of TRAI Regulations
21.3 DND compliance
21.4 Compliance of Labour laws
21.5 Compliance of taxation laws
21.6 Compliance relating to software licenses
21.7 Compliance of local Govt. bodies rules
21.8 Compliance of any other laws that may be or may become applicable during the currency
of the contract
22 Extension of Contract
PFRDA may decide to extend the contract for Information Desk with the Service Provider from
the end date of the contract if so required. Such an extension will be substantially based upon
the same terms and conditions as those for the contract awarded on the basis of this RFP. The
extension period will be mutually agreed upon by both the Service Provider and PFRDA at that
point of time.
23 Exit Management
In event of expiry of contract term or termination of contract as mentioned clause 20, the service
provider would transfer/share all documents, report formats and other data necessary for
seamless transfer of process to new service provider.
24 Proposal Ownership
The proposal and all supporting documentation submitted by the service providers shall become
the exclusive property of PFRDA. The proposal and documentation may be retained, returned
or destroyed as PFRDA decides.
25 Confidentiality
The RFP document is confidential and is not to be reproduced, transmitted, or made available
by the Respondent to any other party. The RFP document is provided to the Respondent on
the basis of the undertaking of confidentiality given by the Respondent to PFRDA. PFRDA
reserves the right to update or revise the RFP document or any part of it prior to opening of
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responses by the Respondents. PFRDA shall provide the revised RFP document, if any, to all
the short-listed Respondents of RFP, through appropriate mode of communication. PFRDA
shall also consider providing additional time to submit the responses to RFP. The Respondent
acknowledges that any such revised or amended document is received subject to the same
terms and conditions as this original and subject to the same confidentiality undertaking.
All the data, information generated during the course of this contract would be property of
PFRDA and no part of this data/information would be used in any manner by the service
provider for any other purpose/use.
26 Governing Laws/ Jurisdiction Arbitration
Any matter relating to the appointing of Information Desk Service Provider or the procedure for
the appointment of the Information Desk Service Provider under this RFP shall be governed by
the Laws of Union of India. Only Courts at New Delhi (with exclusion of all other Courts) shall
have the jurisdiction to decide or adjudicate on any matter or dispute which may arise. Any
dispute, that may arise post the signing of the contract shall be governed by the clauses of the
contract.
PFRDA Confidential
54
[Date}
Annexure 1: Bid Letter Form
The Chief General Manager,
Dear Sir/Madam,
Ref: Request for proposal for Setup of National Pension System (NPS) Information Desk
Having examined the RFP documents, the receipt of which is hereby duly acknowledged, we,
the undersigned, offer to provide the services as required and outlined in the RFP for
Information Desk. We agree to meet such requirements and provide such services as set out in
the RFP documents. We attach hereto our response to the RFP document, which constitutes
our proposal for being considered for the assignment.
We undertake, if our proposal is accepted, to adhere to the stipulations put forward in the RFP
or such adjusted plan as may subsequently be mutually agreed between us and PFRDA or its
appointed representatives.
We agree to unconditional acceptance of all the terms and conditions set out in the RFP
documents. We confirm that the information contained in this proposal or any part thereof,
including its exhibits, schedules, and other documents and instruments delivered or to be
delivered to PFRDA is true, accurate, and complete. This proposal includes all information
necessary to ensure that the statements therein do not in whole or in part mislead PFRDA as to
any material fact. It is hereby confirmed that I/We are entitled to act on behalf of our
corporation/company/firm/organization and empowered to sign this documents, which may be
required in this connection and bind our company.
We further understand that the finalized prices will be frozen for a period of three years from the
date of entrustment of assignment and that the PFRDA may place requirement for providing the
number of call centre executives/supervisors/experts as per its requirements and the service
provider must arrange for such number of trained personnel at the same price within 30 days of
such communication.
We shall observe confidentiality of all the information passed on to us in course of the tendering
process and shall not use the information for any other purpose than the current tender.
PFRDA Confidential
55
We also understand that PFRDA is not bound to accept the offer either in part or in full. If
PFRDA rejects the offer in full or in part PFRDA may do so without assigning any reasons
therefore.
Dated this
Day of
Authorized Signature [In full and initials]
2016.
(in the capacity of)
Duly authorized to sign the RFP Response for and behalf of:
(Name of the Company)
(Seal/Stamp of bidder)
Address for Correspondence
PFRDA Confidential
56
Annexure-II
CV-Format
S. No.
Particulars
1.
Name
2.
Proposed Position
3.
Educational Qualification
4.
Total years of experience
5.
Relevant experience in Information
Desk
or
Description
Help
Desk
related
assignments (In Years)
PFRDA Confidential
57
6.
Experience relevant to the Assignment:
(brief description)
PFRDA Confidential
58
Annexure-III
Commercial Bid Schedule
Name of the Bidder:
--------------- ---------------- ---------------------------------------------------------
---Unit Charges
(On
Monthly
Basis) (A)
Total
number Taxes
of Seats
(B)
(Please Specify
details) (C )
Total
Monthly
Charges
(D)= (A*B)+ C
Call Executive
20
Information
Desk
1
Supervisor
Total Bid Cost (Per Month) ( E )
Total Bid Cost (One year) (E*12) (F)
Total Bid Cost (Three years) (F*3) (G)
Total Bid Cost (For Three Years) In Figures: Rs_____________________________________
In
Words:
Rupees___________________________________________
Important Instruction for the Bidder
1. The bidder shall indicate the prices in Indian Rupees only.
2. Bids shall remain valid for a period of 90 days, from the date of opening of technical
proposal.
3. The monthly rate for the service to be provided from 9.30 AM to 5.30 PM per CE/IDS
basis will include all infrastructure related expenses of the Service provider (including the
PFRDA Confidential
59
cost of registration charges, installation charges and initial deposits for telephone
connections of the information desk) and the consolidated monthly remuneration as well
as all associated expenses like shift allowance, conveyance, any statutory expenses like
employer’s contribution towards PF & ESI etc. towards hiring of the Call Executives &
Supervisor by the Services provider. The monthly rate will also include the ‘shift factor’
required for provisioning of weekly off days and leaves of the CE/IDS as the Information
Desks will operate on 8x7 basis for 365 days (except National Holidays and mandatory
holiday (viz. election day) as mentioned in clause 4.6) of the year. The Shift factor
applied would be explicitly specified in the financial offer and should be justifiable.
4. Bidders required to give total cost as well.
5. Unit and total prices of services including infrastructure offered should be quoted with
breakup of all taxes and duties, and all other cost incidental thereto.
6. Prices quoted by the bidder shall be fixed for tenure of the contract. Bids submitted with
adjustable price quotations will be rejected.
Dated this_______________ day of ____________2016.
Signature
____
________
(in the capacity of)
Duly authorised to sign bid for and on behalf of
PFRDA Confidential
60
Service Provider Profile
Annexure-IV
S.
Particulars
Response
No.
1
Name of the Service Provider
2
Address for Communication
3
Contact Person 1
4
Phone / Mobile Number
5
Email id
6
Contact Person 2
7
Phone / Mobile Number
8
9
Email id
Experience in the business in India (No. of
Years)
10
Business details in India for the last three financial years (copies of the
published audited financial statements should be annexed)
Year
Turnover (From Call Operating
Center Business)
Net Profit
Profit
(EBIT- after Tax
Earning
Before
Interest and Taxes)
2010-11
2011-12
2012-13
2013-14
2014-15
11
Details of other clients for which BPO services for Call centre
operations are provided.
Name of the Organisation
PFRDA Confidential
Location
Since when (Month & Year)
61
12
Names of Indian Regional Languages
Supported
13
State the Nature of company ownership (Public
Limited/Private Limited/other)
14
State whether the company is listed on
any
of
the
approved stock exchanges in India?
If Yes, Please provide year of listing and Name
of Stock Exchange
15
State the ownership pattern
16
Confirm whether your bank Account maintained with(Please attached completely
scheduled bank in India has been classified asfilled
Annexure
–
as
NPA/Default OR the Company was declared by as un-Addendum 1
discharged/discharged insolvent by any bank or
financial institution in India or abroad?
17
Total Number of Offices/Facilities with their complete Attach separate sheet as
addresses and seat strength with details of regional Addendum - 2
language support available at each location
PFRDA Confidential
62
18
Service recognition or quality awards in last 3 FY
Attach separate sheet as
Addendum - 3 along
photocopies
of
awards/certificates
with
the
as
applicable
19
Number of seats for recording / quality monitoring
in place?
20
Please provide ratios/details
20.1 - Manager to supervisor
20.2 - Supervisor to Call Center Executive
20.3 - Quality assurance to Call Center Executive
20.4
- Trainer to Call Center Executive
20.5 - Subject Matter Expert to Call Center Executive
20.6 - Attrition rate % per annum
20.7 - Total Resource pool for hiring
PFRDA Confidential
63
21
On
roll
Employee
strength
as
on
31-
March-2012
22
Part time Employee strength as on 31-March-2012 (If
any)
23
Percentage of on roll employees who are in
Customer Service: ______
Others: ______
24
Details
proceedings
of
pending
against
your
litigations/ Attach separate sheet as
company, Addendum --
if any
25
Provide details of requirement compliance at DR Attach separate sheet as
sites and redundancy plans
26
Provide
details of
Addendum --
training infrastructure and Attach separate sheet as
facilities in place along with nature and frequency ofAddendum
training.
PFRDA Confidential
64
Annexure-V
No Deviation Certificate
Date:
To
The Chief General Manager,
Dear Sir/Madam,
We understand that any deviation/exception in any form from our bid against the RFP may
result in rejection of our bid. We, therefore, certify that we have not taken any
exceptions/deviations anywhere in the bid and we agree that if any deviation is mentioned or
noticed, our bid may be rejected.
Yours faithfully,
(Signature of Authorized Signatory)
Name:
Designation:
Company Seal:
Note: This “No Deviation Certificate” should be written on the letter head of the bidder duly
signed and stamped with date by a person competent and having the power of attorney to bind
the bidder.
PFRDA Confidential
65
Annexure-VI
Supporting Documents Required
1. Minimum Eligibility Criteria (Ref. Sec. 12.1)
A. General Criteria (Ref. Sec. 12.1.1)
Sr.N
o
Supporting
Particulars
Documents
The bidder shall be a registered company in India under the
Companies
Act
1956
/individual/sole
proprietorship Certificate
of
firm/registered Partnership firm or registered Limited Liability Incorporation/
I.
Partnership
Registration certificate
The bidder shall be registered in India for providing BPO/Call
Center/Contact Center/ITes related services. The bidder shall
hold a valid license for such business as currently provided by OSP Registration from
II.
it in India
DOT
List
of
clients
details
-
with
languages
supported number of
seats
each
The bidder should have multilingual capability and should
have been providing services (projects) in three or more of the
following languages in past one year viz.
Hindi, English,
Tamil, Telugu and Bengali.
III.
language
support
demonstrated
capability
in
the
languages
mentioned in the bid
shall not be registered with PFRDA as
intermediaries under NPS architecture
Self-declaration
Audited/
Bidder should be an established, reputed and reliable Service
Provider in the field of providing in-bound Call Center services
V.
to
document
The bidder
IV.
of
for the past 5 financial years
PFRDA Confidential
Certified
financial statements &
annual
report
and
Client Work order for
66
past 5 years
The bidder shall be currently operating a process for the financial
institutions.
VI.
Work order of the client
The bidder shall not have defaults on any bank/institutions’ Certificate
VII.
loans in the past
from
statutory auditor
The Bidder shall have no default in payment of statutory dues Certificate
VIII.
or liabilities
from
statutory auditor
The Bidder shall have filed income tax returns for the last
IX
three financial years
Copy of the IT returns
The Firm should have valid registration for Service Tax in the Service tax registration
X.
relevant field.
number /certificate
The Bidders should not have been black-listed by central/
XI.
state governments/ PSUs
Self-declaration
XII
The service provider should have a call center situated in
Address Proof
Delhi/NCR.
B. Specific Criteria (Ref. Sec. 12.1.2)
Audited/
Certified
The bidder shall have a net profit in at least three of the financial statements &
previous five financial years and the average turnover from annual
report
and
call center business shall not be less than Rs 15 crores in the Client Work order for
I.
last three financial years.
past 5 years
II
The bidder shall have a positive net worth as on the end of
Audited/ Certified
st
31 March 2015..
PFRDA Confidential
financial statements
67
Self-declaration,
The Bidder shall have at least 50 physical in-bound Records
st
III.
HR
and
contact center seats at a single location in India as on 31
Attendance
March 2015
as on March 31st 2015.
The Bidder shall
log/roster
have experience in installation and
management of Call Center
hardware
(Switches,
ACD,
IVRS) and software (Logger, CTI, CRM platform) including List of the clients
the CRM platform for at least three clients. The Bidder shall
have long-term arrangements with OEMs for supply and
support of Call Center hardware (Switches, ACD, IVRS) and
software (Logger, CTI) proposed in the solution. The Bidder
shall enter into SLA-based agreement with the OEM for
provision of spares, backend support, patches, software
IV.
upgrades etc for the license period along with the bid
Self-declaration
The CRM Technology platform proposed by the Bidder shall
have capabilities to handle in-bound calls, as well as push and
pull for SMS services, and accept incoming requests in the
V
form of email
Self-declaration
2. Technical Evaluation Criteria (Ref. Sec. 14.5.2)
Audited/
Certified
financial statements &
annual
report
and
Client Work order for
past 5 years. In case
1.
Turnover from domestic inbound call center business
the bidder has other
business
under
activities
the
same
company name, then a
separate CA Certified
statement
providing
details of turnover from
PFRDA Confidential
68
the call center business
only.
List
of
clients
details
-
with
languages
supported number of
seats
2.
Regional Language Capabilities
of
each
language
support
to
demonstrated
capability
in
the
languages
mentioned in the bid
document
HR
3.
Number of domestic inbound contact center seats
Records
Attendance
and
log/roster
as on March 31st 2015
4.
Experience in handling call center for any government Work
body/department/ministry
5.
Size of single largest inbound domestic customer supported
6.
BCP and DR capability (Test reports)
order
of
the
clients
Work order of the client
Test Reports
Fresh work orders for
the
7.
new
client
Growth in number of new clients for Call Center Business in acquisitions; renewal of
current year (i.e. 2014-15).
previous contracts will
not be counted as new
client acquisition.
8.
Security Level Implemented *
-Independent Certification (PCI-DSS Level 1 )
Third
Audit
Party
Audit
Report
-Physical Security (biometrics access/swipe card access, Third
PFRDA Confidential
Party
69
security guard, CCTV surveillance)
Report
-Network Security (multi-layer firewalls, access control lists, Third
data integrity systems)
Audit
Party
Audit
Report
-Data Security (Policy on Data collection, storage and Usage Third
9
Party
of client data)
Report
-Industry Security Certifications (BITS)
Certificate
Advanced usage of telephony technology-technical features
Self-declaration
Quality framework/methodology adopted, proposed quality
10
plan
(quality
scorecards,
customer
satisfaction
scoring
method, six sigma/ ISO 9000/ISO 27001/BS7799/COPC-2000 Formats & Certificate
certifications)
copy
11
Case Study
12
Qualification of call executives & Supervisor proposed
CV
13
Average experience of call executives proposed
CV
14
Senior & dedicated member assigned for the account
(information desk Supervisor)
Analytics and MIS reporting
CV
Formats & Certificate
copy
* Security audit report should be signed by auditors who are certified as CISSP (Certified
Information Systems Security Professionals) , CISA (Certified Information System Auditors) or
any other internationally renowned certifying agency.
PFRDA Confidential
70
Annexure-VII
Pre Bid Query Format
Sr. No Clause No. Nature of query
PFRDA Confidential
71

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