dakshin gujarat vij co. ltd regd corporate ... office/5051_it...1 dakshin gujarat vij co. ltd regd...
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DAKSHIN GUJARAT VIJ CO. LTD REGD CORPORATE OFFICE, NANA VARACHHA, KAPODRA, SURAT-395 006
Telephone No. 0261-2804216 / 42 / 43, Fax: 0261-2572636
Website: www.dgvcl.com, E-Mail: dgvcl@gebmail
DAKSHIN GUJARAT VIJ CO. LTD
REGD CORPORATE OFFICE, NANA VARACHHA, KAPODRA, SURAT-395 006
Telephone No. 0261-2804216 / 42 / 43, Fax: 0261-2572636
Website: www.dgvcl.com, E-Mail: [email protected]
TENDER NO. DGVCL/IT/R-APDRP/CCC/5051
“Staffing of Customer Service Representative for Customer
Care Centre Established under R-APDRP project at Surat”.
TENDER DOCUMENT
Issued by:
DAKSHIN GUJARAT VIJ COMPANY LIMITED
REGD. & CORPORATE OFFICE NANA VARACHHA, KAPODRA, SURAT-395 006.
Telephone No. 0261-2804216 / 42 / 43, Fax: 0261-2572636
Email – [email protected]
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DAKSHIN GUJARAT VIJ CO. LTD
TENDER SPECIFICATION NO.5051
“Staffing of Customer Care Centre established under R-APDRP at Surat” - Important events
and dates
Table 1: Important Events
S.No
.
Event Date
1 TENDER Fees Payable ( Non – refundable) Rs. 1000.00
2 Estimated Cost of the TENDER Rs. 11,40,000.00
3 EMD (1% of the estimated cost) Rs. 11,400.00
4 Last date & time of Physical submission of TENDER by
Regd / Speed post at Corporate office, Surat.
22-12-2010 up to 17.00 Hrs.
5 Date and time of opening of TENDER (Part-A- technical Bid)
23-12-2010 at 11.00 Hrs.
6 Schedule date of opening of price bid 28-12-2010 at 11.00 Hrs.
1. Important Notes
(1) TENDER fees must be paid in DD / Cash and submit along with TENDER documents. (2) Furnishing of earnest money as per clause 19 of Section I of this specification is
essential otherwise the TENDER will not be accepted.
(3) The TENDER specification 5051 providing detailed terms and conditions and technical
details can be obtained from DGVCL / GUVNL web site www.dgvcl.com / www.gseb.com. The demand draft payable at SURAT and in the name of DGVCL, must
be submitted along with tender documents (without which your TENDER document is
liable to reject).
(4) Validity of the proposals will be up to 120 days from a date of opening of part-A bid or
60 days from the date of opening of price bid whichever is later.
(5) The bidder is essentially required to quote for all the items mentioned in this specification, else the bid will be considered as incomplete. The separate order for an
individual item will not be placed; the order(s) will be issued to same vendor for all the
items under this specification.
ADDITIONAL CHIEF ENGINEER (P)
DGVCL, Corporate Office, Surat.
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2. Document Summary
Document Summary
Document Name TENDER Specification No 5051
“Staffing of Customer Service Representative for Customer Care Centre
Established under R-APDRP project at Surat”.
Document Owner Additional Chief Engineer (P),
DGVCL, Regd & Corporate Office, Nana Varachha, Kapodara, Surat-395
006.
Document Security Classification
Restricted
Permissions This TENDER specification is not transferable and shall not be
reproduced without written permission of the owner.
Total number of pages
45
Annexure 3
Schedule A (1 TO 4) & B
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3. Index – Table of Content.
Table of contents
Sr. Contents Page no
1 Important events / notes 2
2 Document Summary 3
3 Index – table of Contents 4
4 Bid Objective 5
5 General terms & conditions 5
Required competence 5
General terms & condition 7
6 Details for Price Bid (Criteria for Price Bid) 17
Terms & Condition for Bid 17
Qualifying criteria 27
Guideline for price bid 29
7 Technical specification 30
Graphical area under scope 30
Objective of Bid 30
Detailed scope of work 30
Technical requirement of system ( Qualification of staff) 37
Annexure 1 to 3 38-40
Schedule A1 to A4 41-44
Schedule – B : Price Bid 45
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4. Broad scope of work – Bid Objective
DAKSHIN GUJARAT VIJ CO. LTD is one of the Electricity Distributing Company in Gujarat
State. MoP, GOI under R-APDRP has proposed to leverage strength of information
technology for creation of authentic base line data and support utilities in IT enablement of their business processes. Under this IT project the Customer Care Centre for receipt of
consumer requests / queries/ complaints, mainly. No-Supply complaints related to supply of
electricity to consumer end, forwarding of receipted complaints to field staff, escalation of receipted complaints to DGVCL officers, closure of complaints and intimation of the same to
the Consumer is to be installed at Surat. This is for improvement in the customer service by processing and resolving customer requests/ queries/ complaints in minimum possible time
by taking up it at appropriate place and level.
The scope is for Staffing/ manning of centralized and computerized 15 seater (with 3 shifts)
Customer Care Centre to be created under R-APDRP scheme of MoP, GoI with single window
operation equipped with the latest technology & multi skilled Consumer service representatives.
During initial 6 months, the Customer Care Centre shall be 10-seater only. The Customer Care Centre staff shall be increased in the next quarter by considering call volume of
previous quarter and in a similar manner shall be enhanced up to full capacity.
The aim of the Customer Care Centre is Single window Customer Care Centre for the entire
operational area of DGVCL and shall be available at the front end to interact with consumers, which will run through IT enabled business processes.
Detailed scope of work is explained further in section III of this TENDER specification document.
5. General terms & Conditions
5.1 Required Competence
The bidder should have the necessary competence, adequate financial standing, sufficient
experience, expertise and related infrastructure for handling contract work of similar nature. The qualifying requirements are given in the section – III, Part –2 of this TENDER
specification.
Bids are to be submitted in two parts
Part A will contain
(i) EMD as mentioned in “Earnest Money Deposit” in the form of Demand Draft in favour of
the DGVCL, Surat on any scheduled / nationalized banks in Surat. Cheques are not
acceptable. CORPORATE BANK GUARANTEES NOT ALLOWED.
(ii) Supporting documents to ascertain the eligibility / qualification as per the QR requirements of the TENDER.
(iii) Techno-commercial offer comprising details & design of the proposed system(s) to meet
out the work requirement, together with its capabilities along with commercial terms and conditions.
Part B will contain the price bid. (Financial offer/ rates)
Submission of proposals
The proposals are to be submitted in following manner:
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Envelope No 1: One small size sealed envelope containing the earnest money / or a copy
of the receipt of earnest money (EMD) and must be super-scribed as “Earnest Money against TENDER No-5051 to be opened on 09-12-2010”.
Envelope No 2: Second suitable medium sized sealed envelope for (i) Qualification
Requirement details and (ii) Techno-commercial proposal, which must be super-scribed “QR & Techno commercial Bid against TENDER No-5051 [Part - A] both to be opened on 09-12-
2010”.
The bidders are required to submit the above documents in two copies (one original and other first copy).
Envelope No 3: Third envelope for price bid, which must be duly sealed and super-scribed
“Price Bid against TENDER No-5051 [Part-B] not to be opened along with Part- A”
Envelope No 4: All the three envelopes must be covered under the fourth (Main Envelope)
and must be super scribed “Bid offer against TENDER No-5051 to be opened at 11:00 AM
on 09-12-2010”.
Date and address of submitting the proposals
Last date of submission of proposals is 22-12-2010 up to 17.00 Hrs. The proposals are to
be submitted to:
Additional Chief Engineer (P),
DGVCL, Regd & Corporate Office,
Nana Varachha, Kapodara, Surat-395 006.
Late proposals
Any proposal(s) received after the scheduled time for submission is liable for rejection.
Opening of proposals
The offer will be opened on 23-12-2010 at 11:00 Hrs. in the presence of the representative (s)
of the bidder, if any.
Part A
DGVCL will open Part A envelope of the proposals, in the Office of Additional Chief Engineer
(P), DGVCL, Surat in a presence of all bidders or their authorized representatives, who is willing to remain present.
If the opening date is a holiday, then the bids will be opened on the next working day at the same place and time, unless notified otherwise.
Part B
The date and time for opening Part B; the price bid / Financial Proposals, will be intimated to
the bidders, short-listed by DGVCL in due course. Part B bid of the proposals, that are not short-listed will not be opened. Short-listed bidders (or their authorized representatives) as
intimated by DGVCL may attend opening of Part B Financial Proposal.
Technical Bid / Price Bid shall be opened on scheduled dates in presence of those bidders who
wish to remain present during opening of technical / price bid. In Case the bidder wishes to
depute their representative. Such representative must furnish letter of authority from the bidder for participation in the Tender opening. Only one authorized representative is allowed.
5.2 General instructions
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(i) DAKSHIN GUJARAT VIJ CO. LTD (DGVCL) or any authority designated hereinafter
called 'OWNER' will receive bids in respect of services as set forth in the accompanying specification.
(ii) All bids must be prepared and submitted in accordance with these instructions.
(iii) The bidder, in his own interest is requested to read very carefully these specifications and the terms and conditions as incorporated in this document/ specification before
filling the Bid proposal form. (iv) If the bidder has any doubt as to the meaning of this specification or any portion
thereof, he shall before submitting the bid, may refer the same to the Additional Chief
Engineer (IT), DGVCL, Surat in writing well in time before the specified date of opening of bids so that such doubts may be clarified.
(v) Submission of the bid shall be deemed to be the conclusive proof of the fact that the
Bidder has acquainted himself and is in agreement with all the instructions, terms and conditions governing the specification, unless otherwise specifically indicated/
commented by him in his bid.
(vi) Bids submitted after the time and date fixed for receipt of bids as set out in the invitation to bid shall be rejected and returned to the bidders.
(vii) The works referred herein will cover the entire scope of the proposal which includes commissioning and erection of equipment including the successful completion of
performance and guarantee tests which the owner desires to get executed.
5.2.1 Introduction
DAKSHIN GUJARAT VIJ CO. LTD (DGVCL) is seeking proposals from the competent and
qualified vendors for “Staffing of Customer Care Center established under R-APDRP at Surat”.
5.2.2 Successful Implementation and Good Performance
Any work if specifically not mentioned but reasonably implied for the successful implementation and good performance of the proposed work is deemed to be included and is
to be executed within the ordered price.
5.2.3 Objectives of the proposed work
DAKSHIN GUJARAT VIJ CO. LTD is one of the Electricity Distributing Company in Gujarat State. MoP, GOI under R-APDRP has proposed to leverage strength of information
technology for creation of authentic base line data and support utilities in IT enablement of
their business processes. Under this IT project the Customer Care Centre for receipt of consumer requests / queries/ complaints, mainly. No-Supply complaints related to supply of
electricity to consumer end, forwarding of receipted complaints to field staff, escalation of
receipted complaints to DGVCL officers, closure of complaints and intimation of the same to the Consumer is to be installed at Surat. This is for improvement in the customer service by
processing and resolving customer requests/ queries/ complaints in minimum possible time
by taking up it at appropriate place and level.
The scope is for Staffing/ manning of centralized and computerized 15 seater (with 3 shifts) Customer Care Centre to be created under R-APDRP scheme of MoP, GoI with single window
operation equipped with the latest technology & multi skilled Consumer service
representatives. During initial 6 months, the Customer Care Centre shall be 10-seater only. The Customer
Care Centre staff shall be increased in the next quarter by considering call volume of
previous quarter and in a similar manner shall be enhanced up to full capacity. The aim of the Customer Care Centre is Single window Customer Care Centre for the entire
operational area of DGVCL and shall be available at the front end to interact with
consumers, which will run through IT enabled business processes.
5.2.4 Field conditions
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(i) The bidder may in its own interest, before submitting the bid, inspect and examine the
area involved and satisfy himself regarding the existing system. (ii) For ascertaining the existing system the bidder may contact the Additional Chief
Engineer (IT). The details of the area to be covered in the scope of the contract are
available at Section III Part 1. For any clarification regarding this document the prospective bidder may contact the ACE (IT), DGVCL, Surat.
(iii) No claim for change in the bid or terms & conditions of the contract shall be entertained on the ground that the conditions are different than what were contemplated.
5.2.5 Amendments to bid document
At any time prior to the date of submission of bid as well as up to opening of Part-B price bid, DGVCL may (for any reason) modify the bid document by issue of amendment(s) which shall
form part of it.
5.2.6 Due date extension
Extension of the due date, if considered necessary may be done by DGVCL.
5.2.7 Deviation from bid documents
(i) The offer must have ‘No Deviation’ certificate as per schedules 1, 2 & 3 of this TENDER document
(ii) If the bidder has any deviations, such as deviations may or may not be accepted on its
merit subject to financial and technical implications. (iii) The bid must include a separate statement indicating all deviations from the bid
documents as per format enclosed at Schedule I.
(iv) All such deviations must be clearly mentioned in Schedule of Deviation. (v) The bidder has to submit clause – by clause compliance in the following template.
Table: Template for clause by clause compliance statement
Clause No
Sub Clause No
Page No
Clause Details
Compliance status
Yes No Alternate
proposal
5.2.8 Filling of bids
(i) Bid must be submitted as per the formats attached / details desired here and all blanks
in the TENDER and the annexure of the specifications must be duly filled in one original and one duplicate copy. The completed forms, annexure shall be considered as part of
contract documents in the case of successful bid. (ii) In the event, the bid is not filled in and not supplied with the supporting documents /
information as desired in the TENDER, the owner reserves the right to reject the
proposal and to declare the same as non responsive. No alteration should be made in the form of the TENDER specification and annexure. The
bid must comply entirely with the specifications.
(iii) In the event, the bid does not comply with the TENDER specifications; the owner reserves the right to reject the proposal and to declare the same as non responsive.
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(iv) The bid and all accompanying documents shall be in English language and shall be
signed by a responsible and authorized person. The name, designation and authority of signatory shall be stated in the bid.
(v) In the event, the bid does not have the name / designation / the authority of signatory
(supported by power of attorney / board resolution); the owner reserves the right to reject the proposal and to declare the same as non responsive.
(vi) TENDERs should be filled in only with ink or typed. No bid filled in by pencil or otherwise shall be considered and in such event, the owner reserves the right to reject the
proposal and to declare the same as non responsive.
(vii) All additions, alterations and over writings in the bid must be clearly initialed by the authorized signatory to the bidder; otherwise, the owner reserves the right to reject the
proposal and to declare the same as non responsive.
(viii) The bidder should quote the prices strictly in the manner as indicated herein, failing which bid is liable for rejection. The rate/ prices shall be in words as well as in figures.
This must not contain any additions, alterations, overwriting, cuttings or corrections and
any other marking. (ix) In the event, the proposal has any additions, alterations, overwriting, cutting or
corrections or any other marking, the owner reserves the right to reject the proposal and to declare the same as non responsive.
(x) DGVCL will not be responsible towards any cost involved in the preparation or
submission of the bids, on account of cancellation of TENDER. (xi) Each page of offered documents must have a proper page number, Section number; the
table of content in the beginning of an offer must be mentioned.
(xii) The offer must be duly hard bound. In the absence of such a pattern offer DGVCL reserves the right to declare the offer as non
responsive.
5.2.9 Documents comprising the bid:
PART A: Part A shall contain the following
(i) Supporting documents to ascertain the eligibility / qualification as per the Qualification
Requirements of the TENDER.
The bidder needs to furnish full details about organization’s competence, financial
strength, details of experience in accordance with the qualification requirement / criteria.
The bidder must submit its proposal along with the following documents:
1) Earnest money / receipt of EMD as prescribed in this TENDER document
2) Cover letter on company’s company's letter head
3) Annexure 1 to 3. 4) Schedules A1 to A4 & B.
5) Power of Attorney / Board Resolution in favour of signatory of the bid
6) Documents to ascertain the Qualification Requirements details as per details at Section details of price bid.
7) Other details as called for in the TENDER specification document or which the bidder may
like to highlight.
(ii) Techno-commercial proposal in the format given in Section IV part A comprising detail &
design of the proposed deliverables to meet out the work requirement, together with its capabilities along with commercial terms and conditions.
In this part, the bidder will submit full relevant documents substantiating the details
provided in the annexure and schedules.
(iii) The bidder will substantiate details of the company (as declared on Annexure I) in the
form of Certificate of Incorporation, MoU, registration certificate or any other relevant
document as the case may be. (iv) Project organization structure
(v) Audited balance sheet and P&L statement required to ascertain the qualification of turn over.
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(vi) Copies of work order and performance report for the projects undertaken / in hand (as
declared on schedule 5) (vii) Approach and methodology to execute the project
Entire part A (for both the original and the first copy) will be submitted in a hard bound copy else the offer will not be opened and deemed to be non responsive. Proposals
submitted in such a way where replacement of papers may be possible (like in the case of
spiral binding, stapled, submitted in a box file, tied with strings, etc.) shall be rejected instantly. In order to ensure transparency in the bidding process, bidders are advised to
take the cognizance of the CVC guidelines / instructions that clearly states that the proposals must be submitted in a way where there is no possibility of replacement of
submitted papers. DGVCL will strictly follow such guidelines / instructions and will reject the
proposals that do not comply to the conditions that are mentioned in this clause.
Part B: Part B shall contain the price Bid as per Part, index no – 6 of “Details for price Bid”
& schedule-b.
5.2.10 Format and signing of bid
i. The bidder will submit their proposals complete in all respects with enclosures. ii. The bid must be signed on each page. The person, who signs the bid, should have
been duly authorized from the bidder with Power Of Attorney / Board resolution, which must accompany the bid.
iii. All pages of the bid, including entries or amendments must be initialed by the person
or persons signing the bid. iv. This TENDER document must also be attached with the bid signing on all the pages as
a token of acceptance of the terms and conditions, except those mentioned in the
deviation list.
5.2.11 Bid validity
Bid will remain valid for acceptance for a period of 120 [one hundred twenty] days after the
date of initial bid (Part-A) opening or 60 [sixty] days from the date of opening of Part-B bid whichever is later. DGVCL may request for suitable extension.
5.2.12 Earnest Money
i. The bidders shall deposit an 1 % EMD of estimated cost ` 11400/- by Cash or crossed
demand draft in favor of DGVCL, Surat on any scheduled / nationalized banks in
Surat. Cheques are not acceptable. CORPORATE BANK GUARANTEES NOT
ALLOWED. . ii. The EMD will be in the favor of DGVCL, Surat. iii. The EMD bank guarantee format for EMD is provided in the Annexure 8.
iv. Any TENDER not accompanied with Earnest Money Receipt/Crossed Bank Draft shall be rejected and the TENDER will not be accepted.
v. In case of unsuccessful TENDER, the Earnest money will be refundable on production of
the original receipt within a fortnight after finalization of the TENDER. In case of successful TENDER(s) the Earnest Money will be taken into account in arriving at the
amount of the security cum performance guarantee (as per clause no 3 section 2) if
vendor(s) desires to furnish cash security deposit. However, if the security / performance guarantee is furnished through a bank guarantee (BG), the EMD will be
released consequent upon acceptance of such a BG.
vi. Request for adjustments/proposals for acceptance of Earnest Money deposits, if any, already lying with the DGVCL in connection with some other TENDERs/orders shall not
be entertained. vii. No interest shall be payable on such Deposits.
viii. The DGVCL reserves the right to forfeit Earnest Money Deposit or a part thereof in
circumstances, which according to it indicate that the bidder is not series (earnest) in accepting/executing an order placed under the specification.
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5.2.13 Cost of TENDER specification
The TENDER fee for the TENDER specification is essential for participation in the TENDER process. The TENDER specification 5051 providing detailed terms and conditions and technical
details can be obtained from DGVCL / GUVNL web site www.dgvcl.com / www.gseb.com. The
TENDER fee of Rs. 1000 (Rupees one Thousand only) is non refundable & payable on any working day by a cash / demand draft payable to , DGVCL, Surat.
5.2.14 Late bids
Any bid(s) received after the scheduled time for submission is liable for rejection.
5.2.15 Bid opening
DGVCL will open Part-A envelope of the bids, in the Office of Additional Chief Engineer (P),
DGVCL, Surat in the presence of bidders or their authorized representatives, who choose to be present. If the opening date is a holiday, the bids will be opened on the next working day
at the same place and time, unless notified otherwise.
5.2.16 Evaluation of techno commercial offer
The evaluation of techno commercial bids will be made in the following two stages:
1st stage: Qualification Requirement (part ‘A’)
All the received bids will be evaluated first based on a qualification requirements prescribed in Section III, part-2 “Qualification Requirement” of this specification and based on adherence to
conditions given in this document.
The bidders who meet all the requirements laid in this section shall be selected for considering
/ evaluating the Techno commercial offer. The bidders who do not qualify the QR as per
section III, part 2 of this specification and other conditions, shall be considered as “not Qualified Bidder” and no further correspondence in this regard shall be entertained and no
clarifications on reasons of not qualifying will be intimated.
It may be noted by the bidders that by merely meeting the qualification requirements do not
mean that the bidder has been short listed for opening of a financial offer.
2nd stage: Techno Commercial
Techno-commercial details submitted by the bidders would be evaluated with respect to the
relevant documents substantiating the details provided in the schedules and annexure and
other requisite information as mentioned in the TENDER document.
The approach & methodology, previous experience of the firm, overall strength and capability to handle the work as per scope of work, experience of the key professionals, details of
hardware, software, functional of the application software (of help desk) and other technical
aspects would be evaluated. The objective of evaluation of techno-commercial proposals is to ensure that the bidder has the necessary competence to execute the project successfully and
timely.
The bidders who qualify the stage 1 and stage 2 shall be short listed for opening of financial
offers.
5.2.17 Evaluation of financial offers
The financial offers shall be evaluated to arrive at the lowest price bid. For this purpose, all the
bids will be compared based on a total quoted price for the complete package including all
applicable taxes and duties. If any bidder has not quoted the prices of any component of price schedule of this TENDER specification, the same will be loaded as per the highest price
received under this TENDER for such a component and the evaluation will be made accordingly.
The bidders may note that DGVCL is not bound to accept the lowest financial offer.
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5.2.18 Clarification or modification of bids
Throughout evaluation and comparison of bids, DGVCL may ask bidders individually for
clarification, in writing. No change in the substance of the bid shall be permitted except as
required to confirm the correction of any typographical error. DGVCL may modify Part B of bid document even after opening of PartA.
5.2.19 Revised Financial Offer
Before opening of an original financial offer, DGVCL reserves the rights to ask the bidders probably only to the short listed bidders to furnish revised sealed financial offer, instead of
opening the original financial offer, on account of any changes (Technical or commercial) to be
incorporated in the specifications subsequent to the opening of part A.
Under such a circumstance, the original financial offer will not be considered and will be superseded by the revised financial offer.
5.2.20 Opening of part B bid
The date and time for opening Part-B Financial Offer will be intimated to the bidders, short-
listed by DGVCL in due course. Part-B bid of the bidders, not short-listed shall not be opened
and shall be returned to such bidders. Short-listed bidders or their representatives may attend Part-B bid opening.
5.2.21 signing of agreement
The successful tenderer shall have to execute a stamped agreement in the standard form the company and will have to sign the contract booklet viz.”TENDER AND CONTRACT FOR WORKS’ at his own cost before commencing the work. In case of partnership before commencing the work,. In case of partnership firm’s necessary partnership documents, records will have to be provided for verifications, records will have to be provided for verification of authority to sign the bill, measurements and enter into contract as well as correspondence with the company, wherever required necessary power of attorney will have to be reduced especially when the partnership deed is silent on the point of authority to deal with the Board. If the contractor happens to be a sole trader then he will have to produce an affidavit made before magistrate to that effect.
5.2.22 Rejection of bids
The bid may be considered as rejected /non-responsive on account of any of following
reasons:
i. Any action on the part of the bidder to revise the rates / prices and modification in technical or commercial substance of an original offer, at their own.
ii. Submission of any supplementary information unless & otherwise asked for, at his own
instance after the opening of the bid, may result in rejection of the bid and also debar him from submission of bid to the DGVCL at least for one year.
iii. The owner reserves the right to accept or reject any bid, and to cancel the bidding process and reject all bids at any time prior to award of contract, without thereby
incurring any liability to the affected bidder or bidders or any obligation to inform the
affected bidder or bidders of the grounds for the owner's action. iv. In case of a bidder not furnishing the desired information in the desired format the
bid/offer may be rejected/ consider the same as non-responsive.
v. In case of loose / spiral-bound / tagged/ box-filed bid the bid /offer may be rejected / consider the same as non-responsive.
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vi. In case of a bidder not adhering to the format of a financial offer given with these
documents the bid / offers may be rejected / considers the same as non-responsive. vii. In case of any foot note or explanatory statement in the financial offer, the bid/offer
may be rejected/ consider the same as non-responsive.
viii. In case of any cover letter with a financial offer comprising any supplementary statement or discount or any condition the bid / offer may be rejected / consider the
same as non-responsive. ix. In case of any calculation mistake in the price bid the bid / offer may be rejected /
consider the same as non-responsive.
x. In case of any misapprehension at a bidder level, which consequently leads to wrong price bidding, DGVCL reserve the right to reject the bid or take a necessary loading /
unloading to arrive at the correct price as per perception of DGVCL / TENDER
specification. Accordingly, the bidders are advised to ask to clarify about any misapprehension before bidding. No excuse of misapprehensions at the bidder level
shall be considered in this regard.
xi. The zero priced or null value price bid / bid component, offer may be rejected / consider the same as non-responsive.
5.2.23 Signature of bidder
i.The bid must contain the name, address and place of business of the person or persons
making the bid and must be signed and sealed by the bidder under his usual signature. The name(s) of all the persons signing should also be typed or printed below the
signature.
ii.Bid by a partnership must be furnished with full names of all partners and be signed with the partnership firm name, followed by the signature (s) and designation (s) of
the authorized partner (s) or other authorized representative (s).
iii. Bids by corporation/ company must be signed with the legal name of the corporation/ company by the President, Managing Director or by the Secretary or other person or
persons authorized to bid on behalf of such a corporation/ company in the matter.
iv. A bid by a person who affixes to his signature the word 'President', 'Managing Director' 'Secretary', 'Agent' or other designation without disclosing his principal will be liable to
be summarily rejected.
v.Satisfactory evidence of authority of the person signing on behalf of the Bidder will be furnished with the bid.
vi. The Bidder's name stated on the proposal must be an exact legal name of the firm. vii.Overwriting or other changes in the bid documents will bear the initials of the person
signing the bid.
viii.Bids not conforming to the above requirements of signing will be disqualified.
5.2.24 Understanding and clarifications on documents and specifications
i. The bidder is required to carefully examine the specifications and documents and fully
inform himself as to all the conditions and terms matters, which may in any way affect the Work or the cost thereof. If any Bidder finds discrepancies or omissions in the
specifications and documents or is in doubt as to the true meaning of any part, he shall
at once request in writing for an interpretation/clarification by the owner. The owner, then, will issue interpretation and clarifications as he may think fit in writing. After
receipt of such interpretations and clarifications, the bidder may submit his bid but
within the time and date as specified in the Invitation to Bid. All such interpretations and clarifications shall form a part of the specifications and documents, and accompany
the bidder's proposal.
ii. Verbal clarifications and information given by the owner or his employee(s) or his
representative(s) shall not in any way be binding on the owner.
5.2.25 Effect and validity of bid
i. The submission of any bid connected with these documents and specification shall constitute an agreement that the bidder shall have no cause of action or claim, against
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the owner for rejection of his bid. The owner shall always be at liberty to reject or
accept any bid or bids at his sole discretion and any such action will not be called into question and the bidder shall have no claim in that regard against the owner.
ii. The bids shall be valid for a minimum period of 120 days (One hundred twenty) days from the date of opening of bids or 60 (Sixty) days from the date of opening of price
bids wherever is later. Bids mentioning a shorter validity period than specified are likely to be summarily rejected / consider the same as non-responsive.
iii. Owner may ask for extension in the validity period. The bidder will be at liberty to accept it or not. In the event of non extension of the bid validity, the proposals will
automatically be treated as withdrawn.
5.2.26 Duties and taxes
i. The work contract tax, Service Tax, Sales tax at concession rate of 4% (or as
applicable on the date of submission of bid), excise duty, local taxes, entry tax as
applicable / Levi able on the goods procured from outside Gujarat, levies, and other liabilities of Government, if levy able in respect of the transaction between the owner
and the contractor under the contract on the date of opening of bids (techno-
commercial) shall be treated as included in the bid price and no additional payment on this account shall be paid by the DGVCL.
ii. Any income tax, surcharge on income tax and other corporate taxes including work contract tax, service tax and entry tax as applicable/ levy able on the goods procured
from outside Gujarat as attracted under the law, shall be deducted at source, as per
the prevailing Government rules by payment making authority from each bill. Necessary TDS certificate shall be issued by payment making authority.
iii. DAKSHIN GUJARAT VIJ CO. LTD is a registered dealer under Gujarat Sales tax and
Central Sales tax Act and is entitled to concessional rate of Central/State sales tax as per rules in force. In accordance to above, the prices of material indicated in B.S.R. (G-
schedule) include sales tax at the concessional rate of 4% (or as applicable on the date
of submission of bid) and therefore for supply of material, the sales tax at the actual subject to a maximum of concessional rate of 4% (or as applicable on the date of
submission of bid) shall only be payable. Necessary declaration Form ‘C’ or prescribed
certificate for availing supply of material on concessional sales tax shall be issued by the DGVCL on completion of ordered work.
iv. Any statutory variation in existing rates of taxes /duties/ levies/charges during the currency of contract will be to DGVCL’ account. However, for claiming any such
statutory variation, the contractor is required to furnish the documentary evidence /
proof in support of the same for scrutiny and approval. Any downward variation in above rates of taxes/duties/levies will have to be passed on to the DGVCL.
5.2.27 Policy for bids under consideration
Bids shall be deemed to be under consideration immediately after they are opened and until such time official intimation of award/rejection is made by the owner to the bidders. While the
bids are under consideration, bidders and/ or their representatives or other interested parties
are advised to refrain from contacting by any means, the owner and/ or his employees/ representatives on matters related to the bids under consideration, in the event of such
happening the bidders proposal may be declared as rejected irrespective of his selection or
rejection based on TENDER conditions. The owner, if necessary, will obtain clarifications on the bids by requesting for such information from any or all the bidders, either in writing or
through personal contact, as may be necessary. Bidder will not be permitted to change the substance of the bid after the bid has been opened.
5.2.28 Quantities
The quantities / items indicated in the accompanied schedules are only provisional. Further DGVCL reserves the right to delete / reduce any item / quantity from scope of work. The
quantities, however, may increase as per DGVCL requirement up to 100% of TENDER
quantity, mentioned in the TENDER specification.
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5.2.29 Preliminary examination and evaluation
i. The owner will examine the bids to determine whether they are complete, whether any computational errors have been made, whether required sureties have been furnished,
whether the documents have been properly signed, and whether the bids are generally
in order. ii. A bid determined as not substantially responsive will be rejected by the owner and
shall not subsequently be treated responsive by the owner even after the correction of
the non conformity by the bidder. iii. The “Price bids” of the bidders whose “Techno- commercial bid” found in order &
responsive and meets, the qualification requirements as specified in the bidding documents, only shall be opened.
iv. Bid price shall mean the total price quoted by each bidder for complete package in his
proposal for the complete scope of works. v. The owner reserves the right to waive any minor infirmity or non- conformity or
irregularity in a bid which does not constitute a material deviation, provided such a
waiver does not prejudice or affects the relative ranking of any bidder. vi. The owner will evaluate and compare the bids previously determined to be
substantially responsive, pursuant to a manner specified above, for each package
separately. No bid will be considered if the complete requirements covered in the package is not included in the bid.
5.2.30 Award of contract
i. Notification of award of contract will be made in writing to the successful bidder(s) by the owner.
ii. The contract will be awarded to the best qualified and the substantially responsive bidder offering the lowest evaluated bid in conformity with requirements of these
specifications and documents and the owner shall be the sole judge in this regard and
subject to the provisions of these instructions to bidders and other terms and conditions detailed out in these documents and specifications. A responsive bid is one,
which accepts all terms and conditions of these specifications and documents without
any major modifications. A major modification is one, which affects in any way the prices, quality, quantity or delivery period of the equipment or which limits in any way
the responsibilities or liabilities of the bidder or any rights of the owner as required in
these specifications and documents. However, the owner may waive any minor formalities or irregularities in the bid.
5.2.31 General
i. Submission of tender fee is for a copy of this specification by the bidder is essential for the consideration of his bid. Only one bid will be accepted against each copy of the
specification purchased. This specification is not transferable. The cost of specification will not be refunded under any circumstances.
ii. The bidder shall treat the details of the specification and other Bid documents as
private and confidential and shall not reproduce without the written authorization of the DGVCL.
iii. The DGVCL does not bind itself to accept the lowest or any bid or any part of the bid
and shall not assign any reason(s) for the rejection of any bid or a part thereof. iv. The fact of submission of bid to the DGVCL shall be deemed to constitute an agreement
between the bidder and DGVCL whereby such bid shall remain open for acceptance by
the DGVCL and Bidder shall not have an option to withdraw his offer, impair or derogate the same. If the Bidder is notified during the period of validity of bid that his
bid is accepted by the DGVCL, he shall be bound by the terms of agreement constituted by his bid and such acceptance thereof by the DGVCL, until a formal
contract of the same bid has been executed between him and the DGVCL in
replacement of such agreement. v. The successful bidder will have to execute the contract agreement for the proper
fulfillment of the contract. In case of ambiguous or contradictory terms and conditions
mentioned in the bid, interpretations as may be advantageous to DGVCL may be taken, if satisfactory clarification is not furnished within the prescribed period.
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vi. DGVCL will not be responsible for any cost or expenses incurred by the bidder in
connection with preparation or submission of bids. vii. Telex, Telegraphic, e-mailed or Fax bids shall not be acceptable.
viii. DGVCL reserves the right to:
• Amend the scope of the proposed contract • Reject or accept any bid.
• Cancel the bid process and reject all proposals. • Vary the area
DGVCL shall neither be liable for any action nor be under any obligation to inform the bidders of the grounds for any of the above actions.
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6. Details for Price Bid
1. General Terms & Conditions
The terms and conditions of the contract shall prevail and shall be binding on the Agency and any change or variation expressed or impressed howsoever made shall be in operative, unless
expressly sanction by the DGVCL.
The Bidder shall be deemed to have fully informed himself and to have precise knowledge of
the provisions under terms and Conditions of this specification mentioned hereunder:
2.1 DEFINITION OF TERMS
2.1.1 In constructing these general conditions and the annexed specification, the following words shall have the meaning here in assigned to them, unless there is anything in the
subject of context in consistent with such construction. 2.1.2 The “DGVCL” shall mean the DAKSHIN Gujarat Vij Co. Ltd. represented by
Chairman / Managing Director and shall include their legal personal representative,
successors and assignees. The “Customer” or “Owner” or “Purchaser” shall mean
“DGVCL”. 2.1.3 The “Bidder”/ “Bidder” shall mean and include one or more persons or any firm or
any company or body in corporate who has submitted the TENDER in response to
“Invitation of TENDER”. 2.1.4 The “Agency”/ “Vendor”/ “Bidding entity” / Contractor shall mean the bidder who’s
TENDER has been accepted by the “DGVCL” and shall include the bidder heirs, legal representative, successors and assignees approved by the purchaser.
2.1.5 The “Chairman / Managing Director” shall mean the Chairman / Managing Director,
DGVCL, Surat. 2.1.6 The “Engineer” shall mean the Chief Engineer, Additional Chief Engineer, Shift in
charge Engineer, Deputy Engineer & Junior Engineer, DGVCL, Surat or other Engineer
or Officer, for the time being, or from time to time suitably authorized and appointed in writing by the customer to act as engineer or Inspector for the contract. In case where
no such engineer has been so appointed, the word “Engineer” shall mean the DGVCL or
his suitably authorized representative. 2.1.7 “Works” mean and include the work or works to be done by the contractor under
the contract. 2.1.8 The “Contract” shall mean and include the following:
i) Invitation of TENDER
ii) Instructions to bidders (ITT) iii) TENDER form including schedule of prices
iv) Earnest Money Deposit (EMD)
v) Letter of Intent (LoI) and it’s acknowledgement vi) Security Deposit / Bank Guarantee (SBG)
vii) Formal Work Order (WO)
viii) Guaranteed Test Performance (GTP) and Penalty ix) General Conditions of Contract (GCC)
x) Special Instructions
xi) Site Conditions, xii) Specification, specific conditions, schedules and annexure.
xiii) Addenda that may hereafter be issued by the purchaser to the contractor in the form of letter and covering letters and schedule of prices as agreed between
the contractor and the purchaser.
xiv) The agreements to be entered into under clause 16 of section – II the general terms & conditions.
2.1.9 The “Specification” shall mean the specification (this complete Document); specific conditions annexed to the General Conditions, the contract schedule, and the annexure
thereto, if any.
2.1.10 The consumer / customer management system is the system for consumers and prospective customers of the DISCOM.
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2.1.11 The Month shall mean, English calendar month i.e. period of 31/30 days and week shall
mean a period of 7 days. 2.1.12 The “Site” shall mean the place or places named in the contract and include, where
applicable, the lands and buildings upon or in which the works are to be executed.
2.1.13 “Letter of Intent” shall mean the customer’s letter conveying his acceptance of the TENDER subject to such reservations as may have been stated therein.
2.1.14 The “Contract Price’’ shall mean the sum named in or calculated in accordance with the provisions of the contract purchase or any amendment thereto.
2.1.15 Formal work order shall mean the customer’s letter which will be issued as a detailed
work order containing detailed terms and conditions of the work and such other particulars which the customer may like to convey to the contractor pending execution
of a formal written agreement.
2.1.16 “Writing” shall include any manuscript type written or printed statement under or over signature or seal as the case may be.
2.1.17 The Work “Codes” shall mean the Indian Electricity Act/Electricity Supply act and Indian
Electricity Rules and the rules made there under applicable in the State of Gujarat on the date of letter of intent with such special modification thereof as may be specially
stipulated by competent State Authorities i.e. Chief Electrical Inspector of Gujarat. 2.1.18 Works importing “PERSON” shall include firms, Companies, Corporations and other
bodies, whether incorporated or not.
2.1.19 Words importing the singular only shall also include the plural and vice version where the context requires.
2.1.20 Terms and expressions not herein defined shall have the same meaning as one
assigned to them in the Indian Contract Act (Act IX of 1872) and falling that in the General Clause Act, 1897).
2.1.21 CSR- Customer service representative = CCE – Customer care Shift in charge ,
2.1.22 TENDER = RFP = Request for proposal.
2.2 PERFORMANCE BANK GUARANTEE / SECURITY DEPOSIT
2.2.1 SECURITY DEPOSIT & PERFORMANCE BANK GUARANTEE.
A SECURITY DEPOSIT euivalent to 5% & Performance Bank Guarantee equivalent to 2 % of
contract value shall be deposited by the successful bidder either in cash/ DD with the Accounts Officer, DGVCL, Surat or in the form of Bank Guarantee from scheduled Bank on non-judicial
stamp papers of appropriate value as intimated by DGVCL in the prescribed format addressed
to the Additional Chief Engineer (IT), DGVCL, for satisfactory work performance within 15 days of receipt of the Detailed Purchase Order. This Bank Guarantee (Performance Bank Guarantee)
shall remain valid for a period of 1 year from the date of commencement of contract and may
have to be extended if desired by the purchaser.
It would be preferred that the vendor furnish the requisite bank guarantee for 12 months periods at first instance but if the vendor furnishes the BG for fewer periods (not less than 12
months at first instance) at first instance it will be the sole duty of vendor to get the BG
extended well in time to maintain its validity as necessitated by the conditions of the purchaser. DGVCL may invoke the BG without giving any information if validity of BG expires
before 12 months.
The vendor will be required to give extended Bank Guarantee for the period as required under
the contract if the contract is extended for further Period.
2.2.2 The above BGs are to be furnished in whole Rupees with validity up-to last day of a
required calendar month. Bank commission charges or any other charges, if any, shall be on to the vendor’s account.
2.2.3 The Bank guarantee must be from any Scheduled Bank / nationalized banks in the prescribed performa (Annexure-11) acceptable to the owner on a Gujarat State Non
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Judicial Stamp paper of Rs. 100/- duly authenticated by a first class Magistrate or
Notary Public or directly confirmed by the issuing Banker. 2.2.4 Unless otherwise specifically required to be retained / forfeited by the DGVCL, the
security deposit shall be refundable on request of the contractor after three months on
completion of the entire work to the satisfaction of the DGVCL. 2.2.5 If the contractor fails or neglect to observe or perform any of his obligations under the
contract, it will be lawful for the DGVCL to forfeit either in whole or in part at his absolute discretion, the Security deposit furnished by the contractor.
2.2.6 If the contractor fails to provide the Security within the period specified, such failure shall constitute a breach of the Contract and the DGVCL shall be entitled to make
other arrangements at the risk and expenses of the contractor and the Earnest money
deposited by the bidder shall stand forfeited by the DGVCL.
2.3 CONTRACTOR TO INFORM HIMSELF FULLY
The contract shall be considered to have come into force from the date of the issue of Letter of Intent / Letter of Award. The contractor shall be deemed to have carefully examined the
General Conditions, specifications, schedules and drawings also to have satisfied himself as
the nature and character of the work to be executed and where necessary, of the site conditions and other relevant matters and details. Any information thus had or otherwise
obtained from the owner or the Engineer shall not be in any way relieving the contractor from
his responsibility for executing the work in terms of the contract including all details and incidental works which may not have been specifically mentioned in the contract but necessary
for ensuring complete and efficient working of CCC if he has any doubt as to the meaning of
any portion of the general and any special conditions of contract and specifications, he shall be clear before offering his bid proposal, set- forth the particulars thereof and submit them to the
Engineer in writing in order that such doubt, misunderstanding, misconceptions, whatsoever
could be allied.
2.4 CONTRACT DOCUMENTS AND AGREEMENTS
The order placed under this specification shall be governed by the terms and conditions as
incorporated in this Specification and as given in the detailed work order and its annexure(s). The terms and conditions as specified in this section if differ from the terms indicated in the
detailed work order and its annexure(s) the
later shall prevail. The contract shall for all purposes be construed according to the Laws of India and subject to jurisdiction of Gujarat Courts only. For the due to fulfillment of the
contract, the contractor shall execute an agreement in the prescribed form on Gujarat State
Non- judicial stamp paper bearing stamp duty as applicable. The expenses of completing and stamping the contract agreement shall be borne by the Contractor. Such agreement shall be
executed and signed by the competent authority of the contractor on each page thereof. The original copy is only to be executed on the stamp paper. The remaining two copies may be
executed on simple paper. Such complete agreement form along-with the contract documents
together with a 'Power of Attorney" in favor of the Executants shall be required to be returned to the owner within a period of 15 days from the receipt of order duly signed on each page.
One copy of the executed agreement duly signed by the purchaser/owner shall be sent to the
supplier for his reference. The contract documents shall mean and include the following:
i.Contract agreement along with letter of intent.
ii.Work order and its Annexure. iii.Complete specifications.
iv.Bid proposal form and its schedules including price schedule and completion schedule
v.Power of Attorney in favor of the signatory on non judicial paper of Rs 100
2.5 CHANGE OF QUANTITY
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The owner reserves the right to delete any item from the scope as specified in the
accompanying technical specifications, at the time of award of contract or during the execution of the contract. In case any item is deleted from the scope of work, the value of contract will
be reduced accordingly.
2.6 RULES & REGULATIONS
The Agency will also follow the labour regulations and the directions of Government and other authorities enforcing the regulations and comply with any other relevant legislation in force
from time to time. The owner reserves the right to place the order for any quantity or extend
the TENDER quantity.
2.7 DEDUCTION FROM CONTRACT PRICE
All costs, damages or expenses which the owner may have paid, for which under the contract the contractor is liable, will be claimed by the owner. All such claims shall be billed by the
owner to the contractor regularly as and when they fall due. Such bills shall be supported by
appropriate and certified vouchers or explanations, to enable the contractor to properly identify such claims. Such claims shall be paid by the contractor within fifteen (15) days of the
receipt of the corresponding bills and if not paid by the contractor within the said period, the owner may then deduct the amount, from any payment due or becoming due by him to the
contractor under the contract or may be recovered by actions of law or otherwise, if the
contractor fails to satisfy the owner of such claims.
2.8 COMPLIANCE OF LABOUR LAGISLATION
The bidder shall discharge its liability of employer/ contractor in respect of personnel to be engaged for service, as said out in EPF and MP Act, 1952 ESI Act, 1948 (in ESI implemented
area), workmen’s compensation act, 1923 (in non ESI implemented area) contract labour
(R&A) Act, 1970, Payment of Wages Act, 1936, Minimum Wags Act, 1948, etc. The bidder is required to get separate code under the provision of EPF and ESI Acts, if not already taken
and deposit the employer’s contribution along with employee subscription, as per rule and
submit a copy of challans at the time of claiming payment, failing which an amount equivalent to employer’s contribution and employees subscription shall be deducted from his each bill and
deposited with the concerned authorities. The bidder shall be solely responsible for any consequences arising out of a breach of any legislation.
2.9 OPERATION OF SYSTEM The agency shall be fully responsible for Operation of System provided by DGVCL.
2.10 INSURANCE The agency at his cost shall arrange, secure and maintain all insurance as may be pertinent
to their scope of works and obligatory in terms of law to protect its interest and interest of
the DGVCL against all perils. The form and the limit of such insurance in all cases shall be acceptable to the DGVCL. However, irrespective of such acceptance, the responsibility to
maintain adequate insurance coverage at all time during the period of contract shall be of agency alone. The agency’s failure in this regard shall not relieve him of any of his
contractual responsibilities and obligations. The insurance covers to be taken by the agency
shall be in a joint name of the DGVCL and the agency. The agency shall, however, be authorized to deal directly with Insurance Company or companies and shall be responsible in
regard to maintain of all insurance covers. Further the insurance should be in a freely
convertible currency.
2.11 REMEDY ON AGENCYS FAILURE TO INSURANCE
If the Agency shall fail to affect and keep in force insurance referred to in clause 11 hereof or any other insurance which he may be required to affect under the terms of contract then the
responsibility arising out of not taking insurance will lie with Agency.
2.12 MAINTENANCE OF FACILITIES AND PERSONNEL
FACILITY: The Agency shall maintain all requisite facilities of its own as required to carryout the work as per the specification.
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NODAL OFFICER: To interact between the Supervisory officer and agency, The Shift in
charge Engineer(IT) or any other personnel from the DISCOM side will act as a Nodal Officer. Similarly, the agency shall communicate the name of the authorized person(s) that
would act as a Nodal Officer(s) from its side.
SUPERVISORY OFFICERS: The Nodal Office (CCC), DGVCL will be the supervisory
officers for monitoring the services provided by the agency, and they shall be authorized to
inspect the work carried out by the agency.
2.13 CONTRACT AGREEMENT
The agency will have to enter an agreement with DGVCL to be known as “Contract Agreement” setting out all terms, and conditions including those mentioned in these terms & conditions for
the proposed work.
The agreement shall set out specific events of default that will entitle the innocent party to
terminate the agreement. The party committing an event of default, which is capable of being
remedied, will be given a reasonable opportunity to remedy the default.
The agreement can, however, be otherwise terminated by either party by giving six-month notice and on terms to be mutually agreed, which may include payment of suitable
compensation for losses suffered by the other party due to such termination. These terms
shall be included in the Contract Agreement.
Agency shall indemnify DGVCL against any claims, demands, costs and expenses whatsoever,
which may be made against it, because of failure of the Agency or its representatives in the performance of their duties and negligence, any accident or injury to any person.
The contractor will have to execute an indemnity Bond on stamp paper of Rs.100/- in prescribed format. The cost of stamp paper shall be borne by the contractor. 2.14 FALL BACK ARRANGMENT
In the event of failure of the agency to fulfill its obligations, duties and responsibilities as per
the agreement terms, DGVCL shall interalia have the right, at any time to resort to fall back
arrangement. Under this plan, DGVCL shall take charge of all facilities and systems whether in operation or under execution after giving suitable notice as provided in the agreement and can
recover from the security deposit the losses suffered due to such failure. If the security deposit is insufficient, the Agency shall pay the difference to DGVCL failing which DGVCL shall
have the right to recover the sum through legal or other means.
The DGVCL shall have the right in such circumstances to manage the system itself after taking
charge of the facilities as above or through any other agency as it may deem fit and no claim
of Agency for compensation in this respect shall be entertained. This provision shall be made in the agreement.
2.15 GOVERNING LAWS AND JURISDICTION The Indian Law shall govern the agreement. Only appropriate courts in Surat shall have
exclusive Court Jurisdiction to deal with any matter arising out of or relating to the agreement or otherwise.
2.16 JURISDICTION FOR LEGAL PROCEEDINGS
The contract shall be governed by the laws of India, for the time being, in force and be subject
to the court of competent jurisdiction at SURAT,GUJARAT,INDIA. All disputes, differences questions whatsoever arising between the DGVCL and the agency upon or in relation to or in
connection with the contracts shall be deemed to have arisen at SURAT only and no court
other than court at SURAT,GUJARAT,INDIA shall have jurisdiction to entertain or try the same.
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2.17 SETTLEMENT OF DISPUTES
In any time any question, dispute or difference what so ever which may arise between the DGVCL and the agency, the same shall be decided by the CMD/ MD, DGVCL, Surat or by the
settlement committee constituted by him and shall be final and binding on both the parties.
2.18 CONDUCT OF AGENCY’S STAFF
If any of the Agency’s employees shall be in the opinion of DGVCL is guilty of any misconduct
or incompetence or negligence, then if so directed by DGVCL, the Agency shall at once remove
such an employee and replace him by a qualified and competent substitute. It is being clarified that the vendor will have to deploy its manpower who will be having the highest
degree of integrity and will at no time keep data / database / corporate information under
their possession. While attending to the IT complaints, the vendor’s personnel will not access any data residing on the machine / any equipment.
2.19 LIEN In case of any lien or claim pertaining to the work and responsibility of the agency for which
DGVCL might become liable, it shall have the right to recover such a claim amount from the agency.
2.20 TENDER FORMS AND ACCEPTANCE OF PROPOSAL
Each bidder must prepare and submit his bid strictly according to the procedure laid down in
the instructions to a bidder annexed herewith. The bidder may if he deems it essential submit in the envelope with his TENDER short and concise memorandum or any letter accompanying
the TENDER as to form part of the TENDER. Any bidder wishing to submit the descriptive
matter for consideration must enclose it in a separate envelope marked and addressed in the same manner as the TENDER with the addition of the word “descriptive matter”.
The purchaser is not bound to accept the lowest TENDER or any TENDER or assign any reason for the rejection of a TENDER. The purchaser also reserves the right to either call for fresh
TENDERs or to accept either the whole or a part of TENDER or to place orders for any increased or decreased quantity on the basis prices quoted.
2.21 FORCE MAJEURE CONDITIONS
If at any time during the currency of the contract the performance in whole or in part be
prevented or delayed by reason of any war hostility acts of public enemy, civil commotion, sabotage, fire floods, explosion, epidemics, quarantine restrictions, strikes, lockouts or acts of
God (hereinafter referred to as Events) then provided Notice and adequate proof of the
production/dispatch having suffered on account of these events is given within 21 days from the date of occurrence thereof the provision of penalty Clause of this specification shall not be
invoked by the purchaser provided further that the deliveries under the contract shall be resumed,
as soon as practicable after such event (s) has ceased to exist and the decision of the purchaser as to whether the deliveries have been so resumed or not shall be final and
conclusive provided further that in case the strike/lockout prolongs beyond a period of seven
days, the supplier shall immediately inform about to the purchaser in which case the purchaser reserves the right to continue with work from any other source at the risk and cost
of the supplier.
2.22 CONTRACTOR’S DEFAULT
I.If the contractor shall neglect to execute the works with the diligence and expedition or shall refuse or neglect to comply with any reasonable orders given to him, in writing by
the nodal officer/ representative of DISCOM in connection with the works or shall
contravene the provisions of the contract, the owner may give notice in writing to the contractor make good the failure, neglect or contravention complained of. Should the
contractor fail to comply with the notice within thirty (30) days from the date of service
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thereof, then and in such a case the owner shall be at liberty to employ other workmen
and forthwith execute such part of the works as the contractor may have neglected to do or if the owner shall think fit, it shall be lawful for him without prejudice to any other
right he may have under the contract, to take the works wholly or in part out of the
contractor's hands and re - contract with any other person or persons complete the works or any part thereof and in that event the owner shall have free use of all
contractor's equipment that may have been at the time on the site in connection with the works without being responsible to the contractor over the same, and the owner
shall be entitled to retain and apply any balance, which may be necessary, the payment
of the cost of executing the said part of the works or of completing the works as the case may be. If the cost of completing the works or executing a part thereof as
aforesaid shall exceed the balance due to the contractor, the contractor shall pay such
excess. Such payment of an excess amount shall be independent of the liquidated damages for delay, which the contractor shall have to pay if the completion of works is
delayed.
II. In addition, such action by the owner as aforesaid shall not relieve the contractor of his
liability to pay liquidated damages for delay in completion of works. The termination of the contract under this clause shall not entitle the contractor to reduce the value of the
performance bank guarantee nor the time thereof. The performance guarantee shall be
valid for the full value and for the full period of the contract including the guarantee period.
2.23 SALES TAX / Service Tax
The payment of State Sales tax / Service tax / Central Sales tax / Service tax shall be made
only on furnishing the following certificate, which may be affixed on the bills preferred.
SERVICE TAX CERTIFICATE
i) Certified that the goods on which sales tax / Service tax / Service tax has been
charged to have not been exempted under the central sales-tax act / state sales-tax act / Central Excise Tax act and that the charges on account of sales-tax on these
goods are correct under the provisions of the relevant act or the rules made there
under and that in case of supplies against the regular contract, the relevant contractor also includes a specific provisions that the sales-tax is payable by the DGVCL.
ii) Certificate for GST as per Gujarat Sales tax / Service tax Act and (c) form(s) as
per Central Sales-Tax Act will be issued by the C.O.A. / G.M.(FA), DGVCL, Surat to the
supplier on his request on completion of the entire supplies under an order and on furnishing the copies of the relevant invoices together with the above declaration
certificate.
iii) In no circumstance certificate for GST and “C” form shall be issued along with
letter of acceptance/purchase order and shall not be demanded by the supplier through bank on presentation of the dispatch documents.
iv) In case the sales-tax assessment of the supplier(s) become due become completing the entire supplies against the order, certificate for RST and C Form (s) for
the supplies made shall be issued on specific request of the supplier made at least 10
days before the due date of sales-tax assessment on fulfilling the requirement of sub Clause(s)
2.24 MODE OF PAYMENT
The monthly invoices shall be correctly prepared in quadruplicate by the name of DAKSHIN Gujarat Vij Co. Ltd. duly counter signed by EE (IT) (officer In –Charge for CCC/CNO from
DGVCL site ) and shall be submitted to The C. A.O.(Bills) for verification & payment.
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The C.A.O. (Bills) after receiving the verified bills will arrange the payment within 30 days.
Following documents shall be submitted along with the invoice:
A certificate / undertaking to the effect that proof of Service charges at actual has been
claimed and other relevant documents for reimbursement of charges paid by the supplier on behalf of the purchaser, have been enclosed with the original invoice.
2.25 TERMS OF PAYMENT
2.25.1 The contractor shall submit the monthly invoice within a first week of the next month, to the Customer Care Center In charge. The payment will be verified by the office
EE(IT) as a In-chargeofficer (CCC), DGVCL, Surat. The contractor would be required to
fulfill the terms and conditions of the provision of EPF & Misc., Provision Act 1952 and employees provident Fund Scheme 1952 in respect of Shift in charge s / supervisors
engaged by him for performing the works of DGVCL. Each bill claim of the contractor should accompany the following information:
1. List showing the detail of Shift in charges / supervisors engaged. 2. Duration of their engagement.
3. Amount of EPF contribution (both employer & employees contribution)
for a duration of engagement in question, paid to the EPF authorities. 4. Copies of authenticated documents of payments of such a contribution
to EPF authorities, if any.
5. Declaration from the contractor regarding compliance of conditions of EPF Act-1952.
6. Income tax will be deducted from bills at prevailing rates.
7. The contractor shall mention, in each bill, the rate and amount of Service Tax and other taxes/levies, if any, charged in the bill.
8. The payment shall be released on or within 30 days from the date of
receipt of verified invoices / challan on Account section. The payment
shall be made only after a successful Customer Care Centre operation certificate from the Nodal officer, CCC DGVCL, Surat. The original copy
of the certificate will have to be submitted along with the invoice for
release of payment. 9. If the said reports and services are not provided in time then it shall be
construed that the services related to that period was not provided
satisfactorily by the vendor and necessary LD / penalties shall be imposed or the balance payment for that period shall not be released.
2.26 SUSPENSIONS OF WORKS
The purchaser shall not be liable to pay the contractor any compensation whatsoever arising
from suspension or for idle labour.
2.27 DEATH BANKRUPTCY ETC.
If the contractor shall die or dissolve or commit any act or bankruptcy or being a corporation
commence to be wound up except for reconstruction purpose or carry on hits, business under a receiver, the executors successors, or other representatives in law of the state of the
contractor or any such receiver,. Liquidator, or any persons to whom to the contract may
become vested shall Forth with given notice thereof in writing to the purchaser and shall for one (1) month during which he shall take all reasonable steps to prevent stoppage of the work
have the option of carrying out the contract subject to his or their providing such as guarantee
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as may be required by the purchaser but not exceeding the value of the work, for the time
being, remaining to relieve unexecuted provided. However, that nothing above said shall be deemed to relieve the contractor or his successors of his or other their obligations under the
contract under any circumstances. In the event of stoppage of the work the period of the
option under this clause shall be seven (7) days only. Provided that, should the above option be not exercised, the contract may by terminated by the purchaser by notice in writing to the
contractor and the same power and provisions reserved to the purchaser in the event of taking the work out of the contractor’s hand’s shall immediately become operative.
Change of the name of the bidder / supplier at any stage after TENDER, the purchaser shall
deal with the contractor only in the name and at the address under which he has submitted
the TENDER. All the liabilities/responsibilities for due execution of the contract and if in circumstances he shall be relieved of any obligation under the contract. The purchaser may,
however, at his description deal with Agents / Representatives / Distributors / Manufacturers /
Associates Principals / Sister Concerns and such dealing shall not absolve the supplier(s) from his responsibilities/obligations/liabilities so the purchaser under the contract. Any
change/alteration of name/constitution/organization of the supplier shall be duly notified to the purchaser, and the purchaser reserves the right to determine, the contract, in case of any
such notification in the event of such a determination the purchaser may affect the purchase
of the material not supplied from elsewhere at the risk and cost of the bidder /supplier.
2.28 FAILURE TO EXECUTE THE CONTRACT
Contractor failing to execute the order placed on them to the satisfaction of the DGVCL under terms and conditions set forth therein, will be liable to make good the loss sustained by the
DGVCL, consequent on the placing of fresh orders elsewhere at a higher rate, i.e. the
difference between the price accepted in the contract already entered into and the price at which fresh orders have been placed. This is without prejudice to the imposition of liquidated
damages and forfeiture of the security deposit.
2.29 NON- ASSIGNMENT
The supplier shall not assign or transfer the contract or any part thereof to any agency/ personal during the currency period.
2.30 EFFECTING RECOVERIES Any loss, arising due to non-fulfillment of this contract or any other contract, will be recovered
from the Security & Performance Deposit/ Guarantees held and or any other amount due to
the supplier from the DGVCL from this Contract as well as from other contracts.
2.31 ACCEPTANCE OF CONTRACT
The successful bidder will be forwarded three sets of work order, two of which will be signed (each page) by him/his authorized representative in token of his accepting the contract and
returned to the authority placing the order within 15 days of its issue, failing which, his EMD is liable to be forfeited.
2.32 LIQUIDATED DAMAGES AND PENALTY The following penalties shall be applicable.
The contractor shall ensure to arrange for a suitable person(s) against the absence of Shift in charge s / supervisors. In case the number of call Shift in charge s /
supervisors engaged by the successful bidder is shorter than the agreed number, a
penalty of Rs. 200/- per Call Shift in charge s per shift and Rs. 225/- per Supervisor per shift, in addition to non-payment of charges for the period of
absence on pro-rata basis for the month, will be levied. This includes the short absence of a Call Shift in charge s / Supervisor from duty. This shall be evaluated by
the Customer Care Center In charge or the authority above.
In case the contractor fails to provide the quality of service for Customer Care Centre
activities, penalty as mentioned below will be imposed. Quality of service will be
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defined for every month, based on total calls landed on the Call Shift in charge s (as
per system log of Customer Care Centre).
Average query handling capacity by Shift in charge s – 18 per hour.
Further the penalty of Rs. 5.00(Rs. Five) will also be imposed for every unattended call
as per system generated system.
2.33 In case of less no of competitive bids are received, and then we may relax the
qualifying criteria with approval of the competent authority.
3. Qualifying criteria.
The bidder must posses the following requirements
3.1 Mode of Bidding Single party
The proposal may be submitted by an individual firm (single party) meeting all the requirements.
3.2 Relevant Experience
All the following requirements must be met by the bidder
The bidder must be an established reputed and reliable organization in the field of operation of a minimum 10 seater Customer Care Centre in utility services like telecom / banking /
electricity / insurance in India during last three years (with respect to the date of opening of
TENDER) having the total service cost of Rs. 12 Lacs per year out of which the value of at least one single contract should not be less than Rs. 10 lacs per year. The bidder should attach relevant attested copies of PO / WO / Contract and satisfacory work completion
certificate.
(1) The bidder must submit an undertaking on its letter head that it has not been blacklisted
by any State / Central Government / Public Enterprises. This undertaking should be on Non Judicial Stamp Paper of appropriate value.
(2) Intending bidders must be registered under the service tax and must be having valid
registration with PF and ESI organization.
NOTE:
•••• The bidder is required to furnish the copy(ies) of order(s) order(s and relevant
performance certificate(s). In case of the project is in hand, the status of execution from the client is required to be furnished along with the bid.
•••• In case of non-furnishing of requisite document along with the bid the same may be
rejected.
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3.3 Turnover requirements Annual turn over of the bidder should not be less than `. 50 lacs in any one year of last five
financial years (From April 05 to March 10).
In case of a bidder having financial year closing other than March, then details of last 36-month turn-over shall be furnished.
Turn over shall have the meaning as the gross receipt through regular operation only, the receipts through other incomes and excise duty / service tax paid to government will not be
considered while arriving the total turn over.
The bidder is required to submit a copy of the balance sheet for last 3 financial years.
The bidder is required to submit a statement from a CA on his letter head (mentioning his
ICAI registration number) that “the annual turnover of the <name of the bidder> is not less than `. 50 Lacs in any one year of last five financial years (From April 05 to March 10). The
turnover has been calculated as per the meaning of turnover mentioned in this TENDER
specification.”
The proposal shall be considered as non responsive in the event of. 3.3.1 Requisite balance sheet / auditor’s report is not submitted along with the bid.
3.3.2 The statement from a CA on his letter head is not submitted.
3.4 Existence of bidder
The bidder (the lead member in case of the consortium) should be in Customer Care Centre operation business, at least for the past 2 years from year 2006 to 2010. The supporting
document like certificate of incorporation, balance sheet, etc. shall be furnished along with
the bid, and in the absence of the supporting documents, the proposal may be rejected.
3.5 Requisite Man-power
The bidder must have the capacity to provide required Man-power for carrying out the
operation of Customer Care Centre services as required in the scope of work.
Bidder shall furnish a brief write-up on the facility of Man-power, available with him that are
generally used in facility management. The bidder should confirm on non judicial stamp paper that he will own or have assured access to [through permanent appointment or
temporary appointment on contract basis, or other legitimate means] enough Man-power
adequate for smooth execution of all activities of the proposed work. In case of non-furnishing of requisite undertaking along with the bid will be considered as non responsive
proposal.
3.6 Bank solvency
The bidder has to furnish an original bank solvency / credit worthiness certificate from any scheduled bank for execution of a project worth `. 3 Lacs. In case of the consortium, the
lead member should meet 50% requirement of bank solvency / credit worthiness.
In case of non-furnishing of requisite Bank solvency, credit worthiness along with the bid the bid will be considered as non responsive proposal.
3.7 DGVCL reserves the right to waive deviations, if they do not significantly affect
the capability of an applicant.
3.8 In case of less no of competitive bids are received, and then DGVCL may relax
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the qualifying criteria with approval of the competent authority of DGVCL.
Financial Offer – Price Bid : Guiding Note
Guideline for Schedule – B
TENDER SPECIFICATION NO. TENDER# 5051
NOTE: BIDDER IS REQUIRED TO READ CAREFULLY THE FOLLOWING BEFORE
QUOTING THE PRICES & DULY CONFORM IT.
I. The format enclosed herewith is to be used to quote the price. No other format shall be used.
II. The price bid in other formats is liable for rejection.
III. The bidder is required to mention the unit rate of the items inclusive of all taxes in the unit rate columns. The unit of measurement is provided in the respective tables.
IV. All quantities mentioned are provisional and the payment will be made on the actual
quantities / activities done and recorded in the MB (measurement book) of the DISCOM. The quantities used will be measured by the DISCOM and after verification will be
mentioned in the MB by the Engineer.
V. The quantities mentioned in the financial offer are for the purpose of evaluating the financial cost of the TENDER.
VI. The total amount will be the unit rate x actual quantity of the items / activities.
VII. The DISCOM reserves the right to vary the quantities. VIII. No cover letter is required to be enclosed with the price bid.
IX. The total quoted price should be inclusive of all taxes and duties as per the prevailing taxes and duties with the details of applicable taxes. In case of any variation in taxes and duties
or introduction of new taxes and duties/ statuary variations, the same will be in DGVCL
account. X. The quoted price includes the expenditure towards warranty for entire bid period and
training expenses.
XI. Each page of financial bid is to be signed. XII. In the event the enclosures, as requested, in the financial bid are not submitted by the
bidder then the bid will be considered as non responsive.
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Name Designation
Company Seal
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7. Technical Specification
TECHNICAL SPECIFICATIONS
1. Introduction
Dakshin Gujarat Vij Co. Ltd. [hereinafter to be referred to as DGVCL is a distribution Utility
entrusted with the distribution of power. It caters for power to more than 25 Lacs consumers.
GEOGRAPHICAL AREA UNDER SCOPE
DAKSHIN Gujarat Vij Co. Ltd (DGVCL) is a registered company as per the Company Act (1956) and is entrusted to supply electricity in 3 O&M circles (7 districts), 17 Nos. Divisions, 88 Nos. Sub-divisions spread in the jurisdiction of the DISCOM. DGVCL was earlier a part of
Gujarat Electricity Board (GEB) and with the unbundling of the companies (generation, transmission and distribution) on 1 April 2005 it became an independent entity.
The distribution company is also referred as DISCOM and is headed by Chairman / M.D.. DISCOM's Chaiman headquartered is at Baroda / Surat and Managing Director DISCOM is headquartered at Surat for day to day operations.
The complaints will be received from O&M circles that fall in the jurisdiction of the DISCOM. They are:
Surat
Valsad Bharuch
2 Objectives of this bid The objective of the Customer Care Centre is the receipt of consumer requests / queries/
complaints, mainly. No-Supply complaints related to supplying of electricity to consumer end,
forwarding of receipted complaints to field staff, escalation of receipted complaints to DGVCL officers, closure of complaints and intimation of the same to the Consumer.
The specification is for Staffing/ manning of centralized and computerized Customer Care Centre with single window operation equipped with the latest technology & multi skilled
Consumer service representatives. The one point contact service shall relieve the Consumer from the inconvenience of visiting or contacting different offices of DGVCL offices.
3.1 Detailed scope of work
Dakshin Gujarat Vij Co. Ltd. is one of the Electricity Distributing Company in Gujarat
State. MoP, GOI under R-APDRP has proposed to leverage strength of information technology for creation of authentic base line data and support utilities in IT enablement of their business
processes. Under this IT project the Customer Care Centre for receipt of consumer requests / queries/ complaints, mainly. No-Supply complaints related to supplying of electricity to consumer end, forwarding of receipted complaints to field staff, escalation of receipted
complaints to DGVCL officers, closure of complaints and intimation of the same to the Consumer is to be installed at Surat for improvement in the customer service by processing and resolving customer requests/ queries/ complaints in minimum possible time by taking up it
at appropriate place and level.
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a) The scope is for Staffing/ manning of centralized and computerized 15 seater ( With three shifts) Customer Care Centre is created under R-APDRP scheme of MoP, GoI with single window operation equipped with the latest technology & multi skilled Consumer service representatives.
During initial 6 months, the Customer Care Centre shall be 10-seater only. The Customer Care Centre shall be increased in the next quarter i.e. after one year; the Customer Care Centre shall be 15-seater.
The aim of the Customer Care Centre is Single window Customer Care Centre for all the operational area of DGVCL shall be available at the front end to interact with consumers, which
will run through linking of back end business processes. The various other services in addition to no-supply complaints that shall be extended by the
Customer Care Centre to the Consumer of DGVCL is mentioned below:-
1) Consumer Information - Providing information to Consumer queries relating to metering and
billing data. Information about how to avail various Consumer services offered by DGVCL, FAQ, etc.
2) New Services Connection - Provide status and information for new service connection. 3) Handle Metering & Billing related and other Complaints – Receive, register, forward and
escalate all complaints relating to metering, billing, disconnection, dismantlement, etc.,
forward the registered complaints to the respective office of DGVCL for timely redressal. Follow up until the complaint is successfully resolved.
4) Handle Service Request - Accept register, forward and escalate various service requests
relating to status of title transfer, change of consumer data, change of contracted load, energy theft enumeration, line shifting, etc. Forward the registered complaints to the respective offices of DGVCL for timely redressal. Follow up until the complaint is successfully resolved.
Main Features of the Customer Care Centre:-
� Available 24-hours a day, 365 days a year. � Multi-lingual (Hindi, English, Gujarati languages)
� Multi-Skilled Consumer Service Representatives
� Single touch-point for no supply, billing complaints, fire & shock complaints, all other queries and assistance, etc.
Link of Customer Care Center to maintenance staff
The Customer Care Centre shall be linked through mobile SMS in a “closed user group” to breakdown staff / mobile maintenance vans of DGVCL. Immediately, upon receipt of a no-supply complaint, an SMS will be sent by Customer Care Centre to the breakdown staff/van for
fault restoration. After restoration of the fault, the breakdown staff will report back to close the complaint at the Customer Care Centre.
Following functional shall be available on the Shift in charge desktop in the following fashion: 1. The existing screens, features & functional of the Billing, Consumer Indexing and Asset
Mapping & Call Solution shall be popped up appropriately.
2. For the data, which is generated & maintained in the Customer Care Centre itself such as Customer Care Centre performance, voice recording, etc., the local database will be accessed.
All other information like a billing, collection, other Consumer service functions
will reside over the central server. The Customer Care Centre will provide a facility not only for
receiving calls, but also outbound calls. The Agents would be asked to make outbound calls for informing Consumers about the various power supply positions, payment reminders, etc.
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The workstations will be connected to each other through a LAN (Local Area Network) connection (to be provided by DGVCL). High Tech Facilities shall be available at Customer Care Centre to be provided by DGVCL and to be operated as per requirement (By Customer Care Centre Shift in charge s
and supervisors):
• Unified Contact Center Enterprise 7.5
• Cisco Unified Communications Manager 7.1
• Cisco IP IVR
• Cisco CTI OS Agents.
• IP Phones
• Cisco Unity connection for voice mail.
• Cisco Fax server
3.4 Scope of Service
1. DGVCL would have the right to change the location for the Customer Care Centre within
Surat Town, even completely stop the Customer Care Centre and vary quantities (i.e., no. of seats/ shifts in the Customer Care Centre), at the time of award of the contract and/or subsequently at any time during the contract period with a notice period of one month in
writing by the ACE (P), DGVCL, Surat.
2. The Customer Care Centre will be accessible by the consumers of DGVCL of all categories
viz. domestic, non-domestic, industrial, agriculture, street light, etc. on toll free Telephone Number or any other telephone number provided by DGVCL.
3. During normal office timings, Customer Care Centre call agent will act as a first level of
support, and it is envisaged that majority of queries will be replied by these first level Call
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Agent or Customer Care Centre Shift in charge . In case, this Customer Care Centre Shift in charge are unable to answer the queries, the caller will be referred to experts in a conference call along with the information collected by the Customer Care Centre Shift in charge or to the Operation & Maintenance Engineers and Staff of the DGVCL.
4. The office hours for the Customer Care Centre would be around the clock (24 hrs.X7 days)
and the Customer Care Centre would operate on all days including Sundays and Holidays.
5. Practices supported by the database build up using the Frequently Asked Questions, other queries and their answers being provided by the Customer Care Centre Shift in charge , Shift In charge and Manager will be maintained by the successful bidder in the form of
documentation and shall be provided to the DGVCL as and when asked.
6. Various MIS data/ reports generated from the call data recorded by the Customer Care
Centre is required to be provided to DGVCL on pre-defined regular intervals to optimize the operations of the Customer Care Centre.
7. DGVCL is also in the process of developing SCADA (Supervisory Control and data acquisition system) in Surat/DGVCL, which shall be linked with the Customer Care Centre.
The SCADA will be implemented in other towns of the DGVCL which shall be linked to the Customer Care Centre module.
8. The approved bidder would be expected to man, the Customer Care Centre of DGVCL, Surat by deploying the required number of Call Agent / Manager / Shift In charge as mentioned in the NIT.
9. One Customer Care Centre Shift in charge, Shift In-charge, Manager means one Customer
Care Centre Shift in charge / Shift In-charge/ Manager for “8 hour duty per shift”. The “8
hour duty” includes 30 minutes break. The cost of shift reliever will not be given extra.
10. Distribution of duties and their timings shall be decided by Agency under supervision of
DGVCL through a monthly schedule prepared in advance of each month based on traffic and business requirements. There will be a break for 30 minutes in each duty as per the
schedule prepared by Agency in such a way that the services are not affected. The
Customer Care Centre will be manned 24 hours on all 7 days of the week, throughout the year (without any off / holiday).
11. Call Shift in charge s shall be required to handle calls / queries related to various services provided by DGVCL over the phone and provide solutions to their problems, to the utmost
satisfaction of the customers of DGVCL. 12. The Customer Care Centre Shift in charge / Shift In-charge / Manager should be of
minimum 21 years age and preferably below 30 years. They should have computer knowledge. Minimum qualification shall be “Graduation” for Manager, Shift In-charge and
Call Shift in charge s. They should have been typing speed of 40/35/25 wpm in English
and computer operator with work experience along with good communication skills. There will be screening of the staff by DGVCL Surat. For this purpose, the manpower deployed by
the contractor has to be trained, courteous, suitably qualified and fluent in Hindi as well as
in English conversation. 13. The Customer Care Centre Shift in charge s / Shift In charge / Manager shall work in the
DGVCL Customer Care Centre premises at the Tapi store compound, Surat and no any
record shall be moved out of the DGVCL premises by the Shift in charge .
14. In case any loss to the DGVCL Property is caused by the contractor (or his employees) during the performance of the awarded work, the contractor shall be responsible to make
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it good at his own cost, failing which the charges will be recovered from the bills/performance security of the contractor.
15. If any of the information’s furnished by the bidder is found to be incorrect, the contract is
liable to be terminated and earnest money/security deposit lying with DGVCL will be forfeited.
16. In case there is no any clause on any issue, prevailing DGVCL rules shall apply. 17. The contractor or his employees shall not temper the hardware / software of Customer
Care Centre network, in any way. 18. The DGVCL data, in any form, shall not be kept/ stored by the contractor / his employees.
19. The contractor shall adhere to labour laws and contract act-1970 and any other labour law
as may be applicable now and in the future. The contractor shall also have valid registration with PF and ESI organizations. The documents in support of it shall be
submitted with the bid. Any violation in this regard will empower DGVCL to terminate the contract forthwith.
20. The contractor should be able to increase staff as and when required by DGVCL within 7 days of demand at the same approved rate and terms and conditions.
21. While listening to customers over the phone, call Shift in charge s has to navigate the screen of DGVCL Database and answer the queries of customers.
22. If the complaint is received against any of the call center Shift in charge s or the performance of a particular call center Shift in charge is found to be lacking in the opinion of DGVCL, then the contractor will be informed about the complaint(s) / performance
deficiency, and they would be required to take necessary remedial action immediately to avoid recurrence of such an event. Repetition of a complaint of same nature within 2-
month times may attract a penalty of Rs. 1000/- and occurrence of a similar complaints
for more than 2 times may force DGVCL to terminate the contract.
23. It is expected that the contractor with its trained staff will be able to man the Customer
Care Centre efficiently. However, DGVCL shall provide the Customer Care Centre Shift in charge s / Supervisors a 7-day training (to be counted in their duty) as may be required
before the start of the assignment. 24. The manpower deployed, for all practical purposes, will be the responsibility of the
contractor alone and under no circumstances they would claim to be the employees of DGVCL. The contractor will nominate one person who will take care of the persons
deployed for DGVCL Customer Care Centre at Surat, for their welfare and duties and
mentioned person will have his/her local office near by Customer Care Centre.
25. The manpower to be supplied by the contractor will be purely on the contract basis with
the contractor. No one shall claim for absorption in DGVCL.
26. It will be binding on the persons manning the Customer Care Centre not to possess and
divulge internal system information to any outsider. If any such activities are observed, it will be binding on the part of the contractor to remove the person from the Customer Care
Centre. DGVCL shall have the right to file a legal case against the contractor / Shift in charge s in such cases.
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27. The persons manning the Customer Care Centre will have to update themselves about the
relevant activities/services of DGVCL for which they will be briefed by DGVCL from time to time.
28. DGVCL reserves the right to disqualify such bidders who have a record of not meeting the
contractual obligations against contracts, entered into with DGVCL.
29. The contractor shall obtain a valid labour license under the contract labour (R&A) act 1970
and the contract labour (Regulation and abolition) central rules 1971, before
commencement of the awarded work and continue to have a valid license until the completion of the work. The contractor shall also abide by the provisions of the child labour (Prohibition and regulation) act 1986. Any failure to fulfil the requirement shall
attract the penal provisions of the contract arising out of the resultant non-execution of the work.
30. The Customer Care Centre Shift in charge s shall be treated under the category of “skilled” and the Supervisors shall be treated under the category of “highly skilled” for minimum
wages to be paid to them by the contractor. Documentary proof of the same shall be submitted by the contractor. The payment of minimum wages shall be ensured with EPF contribution.
31. The contractor shall make, at his own cost, if situation demands so, arrangement for
transportation of Shift in charge s / Supervisors from central locations of the city to the
Customer Care Centre and back, arrangement of refreshment to the working Shift in charge s / Supervisors during their working hours and security arrangements of contractor employees. (DGVCL in no case will be responsible for above)
32. The manpower supplied by the contractor will not be allowed for continue shift duties.
33. Procedure The Procedure for handling the Call is as given below:
a) The Customer Care Centre shall receive the queries of DGVCL Consumers through
the toll free number or other telephone/ mobile numbers. DGVCL shall bear the call charges of the Toll Free Numbers by the DGVCL. The calls shall be escalated by the
system it self and if required, the Customer Care Centre Shift in charge can
communicate to the concerned officials/ maintenance staff of DGVCL with CUG Mobiles. The Customer Care Centre would have incoming telephone lines from
multiple Call Agent. Hence, it is essential that the incoming telephone lines are routed through EPABX system in the Customer Care Centre in order to allow handling telephone lines from more than one telecom operator. The system will
also have the capability of Call Holding and Skill-based Call Routing facilities at the option of DGVCL.
b) The Customer Care Centre Shift in charge with the prescribed minimum academic qualification as given in this TENDER document and excellent communication skills
in respective local language shall attend these calls. This Customer Care Centre
Shift in charges are considered as Level 1 (L1) support of Customer Care Centre. The Customer Care Centre Shift in charge must have fluency in the local language/
dialect (Hindi, English, Gujarat).
c) The Customer Care Centre Shift in charge s shall record the name, address, account number, sex, contact details, queries, status of the calls, type/ subject of
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the query, etc. in a suitable format which is approved by DGVCL. The Customer Care Centre Shift in charge shall answer the query of the consumer. The information including the query asked and the answer given shall be recorded in a database and shall be used for preparing MIS reports. The information shall also
be sent to DGVCL on the regular basis at predefined intervals (present requirement is every third day). Further details in this respect would be worked out with the successful bidder.
d) The Customer Care Centre Shift in charge would be required to access the SCADA Application System being implemented in Surat Town and in future in other towns / area of the DGVCL.
e) The Customer Care Centre Shift in charge 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 availability of power, Schedule of power cuts, frequency of the Grid, etc. The Customer Care
Centre Shift in charge must, therefore, have on-line access to these sites over the Internet.
f) In case, the Customer Care Centre Shift in charge (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 Customer Care Centre Shift In charge, Supervisor shall also be recorded in the MIS Database at the Customer Care Centre by the L1 Shift in charge s.
g) The expenditure incurred for carrying out the conference call will be reimbursed by
DGVCL to the successful bidder on a monthly actual basis.
h) 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 Calls than the Call will remain pending. These will be compiled by the Customer Care Centre and sent to the designated
Nodal Officer/ Directorate in a print/ e-mail format for Level 3 support.
i) The Customer Care Centre shall operate around the clock on all days including
Sundays and Gazetted Holidays on 24x7 basis.
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Technical requirement of system - Customer Care Centre Staffing
Minimum qualification of a Customer Care Centre Call Agent / Shift in Charge / Manager will be as follows:
The Customer Care Centre Call agent / Shift In-charge / Manager should be of minimum 21 years
age and preferably below 30 years.
Note: - Please kindly refer Technical specification: 3.4 – Scope of service for technical requirement of sytem.
Sr. Post Minimum expected qualification.
1. Call Agent a) Graduation in any discipline with computer knowledge & operationand good communication skill.
b) Graduation degree should preferably be from the Gujarat state. c) Call agent must have fluency in the local language/ dialect i.e., the languages spoken in the area of operation of DGVCL viz. Hindi,
English, Gujarati, etc...
d) They should have been typing speed of 25 wpm in English
2. Shift In charge a) Graduation in any discipline with computer knowledge & operation and good communication skill.
b) Graduation degree should preferably be from the Gujarat state. c)The Customer Care Centre Shift in charge must have fluency in the local language/ dialect i.e., the languages spoken in the area of
operation of DGVCL viz. Hindi, English, Gujarati, etc...
d) They should have been typing speed of 35 wpm in English
e) Minimum 1 year experienced required.
3. Manager a) Graduation in any discipline with computer knowledge & operation and good communication skill.
b) Graduation degree should preferably be from the Gujarat state. c)The Customer Care Centre Shift in charge must have fluency in the local language/ dialect i.e., the languages spoken in the area of
operation of DGVCL viz. Hindi, English, Gujarati, etc...
d) They should have been typing speed of 40 wpm in English
e) Minimum 3 year experienced required.
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Annexure 1: General Profile of the bidder
Kindly attach a copy of latest information to be furnished against general profile of the bidder.
Details Responses
Full legal name of the bidder
Year of establishment
Registered Office Address
Address Correspondence
Telegraphic Address
Authorized person(s) to be contacted
Telephone number(s)
Email id
Fax number
Names and Addresses of the Proprietors/ Partners / Consortium Members
Type of the firm Private limited / Public limited /
Government sector /other.
Whether registered under companies act or any other act
Registration Number & Date.
Name Designation
Company Seal
39
Annexure 2: Qualification of staff(s) - CV
S. No Particulars Qualification of Call Shift in charge s, Manager & shift incharge
Compliances as per the specification
A B C
1. Customer Care Centre Shift in
charge s
Yes / No
2. Shift In charge Yes / No
3. Manager Yes / No
Name Designation Company Seal
40
Annexure 3: Performance Bank Guarantee Format
(on Non judicial stamp paper of Rs.100/-)
PROFORMA OF BANK GUARANTEE FOR SECURITY – DEPOSIT / PERFORMANCE
The Bank of _____________________________ hereby agree unequivocally and unconditionally to pay within 48 Hours on demand in writing from the Dakshin Gujarat Vij Company Limited ro any Officer authorized by it in this behalf any amount upto and not exceeding `__________ (`________________________________________) to the said Dakshin Gujarat Vij Company Limited on behalf of M/s. ________________________ supply / works specified below. A/T No._____________________________ dated ________________ This agreement shall be valid and binding on this Bank up to inclusive of ______________________ and shall not be terminable by notice or by change in the constitution of the Bank or the firm of contractors or by any other reasons whatsoever and out liability hereunder shall not be impaired or discharged by any extension of time or variations or alterations made, given conceded or agree, with or without our knowledge or consent by or between parties to the said within written contract. (NOTWITHSTANDING anything contained herein before our liability under this guarantee is restricted to `_______________________ (`_____________________________________) Our guarantee shall remain in force until_______________ PLACE:_____________
DATE:______________ SIGNED_______________
(Note: - CORPORATE BANK GUARANTEES NOT ALLOWED)
41
Schedule A-1: Schedule of deviations
Technical Deviations
S. No
DGVCL’s specification clause Deviation sought by the bidder
1
2
3
4
5
6
7
8
Commercial Deviations
S. No
DGVCL’s specification clause Deviation sought by the bidder
1
2
3
4
5
6
7
8
Name
Designation Company Seal
42
Schedule A- 2: Confirmation of “No deviation” in commercial & technical
terms and conditions of this TENDER
Commercial Terms & Conditions
Bidder's Name & Address: To
Additional Chief Engineer (P),
DGVCL, Regd. & Corporate Office,
Nana Varachha, Kapodara, Surat-395 006.
Dear Sir,
Sub: Confirmation for “No Deviation” in Commercial & Technical terms & conditions of
package No. TENDER:5051
We hereby confirm that there is no deviation in commercial terms & conditions stipulated in the
bidding documents, and we agree to adhere the same strictly.
Name: ____________________
Designation: ____________________
Signature: ____________________
Seal / common seal
Date:
Place:
43
Schedule A-3 : Experience Summary
Bidder's Name & Address: To
Additional Chief Engineer (P),
DGVCL, Regd. & Corporate Office,
Nana Varachha, Kapodara, Surat-395 006.
Dear Sirs,
We have completed /executed the orders as per details given hereunder:
S.
No.
Details of
ordered
work
Order No. &
Date
Name &
details of
ordering utility
Date of
commencement
1 2 3 4 5
Date of completion
Contract value of ordered/executed work
Whether order executed as per stipulated work completion schedule or not
Remarks
6 7 8 9
Note: Certificate(s) of competent authority of the utility for satisfactory execution of stated
works are to be furnished along-with this schedule.
Name: ____________________
Designation: ____________________
Signature: ____________________
Seal / common seal
Date:
Place:
44
Schedule A-4 : Schedule of Work arrangement
The completion of various activities of the TENDER: 5051 are required to be done as per the following schedule
1. Staffing of man-power according to schedule given by the ACE (IT), DGVCL, Surat
After 15 days from the date of execution of agreement or as
directed by Competant Authority.
Name: ____________________
Designation: ____________________
Signature: ____________________
Seal / common seal
Date:
Place:
45
Schedule – B - Financial Offer – Price BiD
Schedule - B
To,
Additional Chief Engineer (P),
DGVCL, Regd. & Corporate Office,
Nana Varachha, Kapodara, Surat-395 006.
Sub: “Staffing of Customer Care Centre established under R-APDRP at Surat” against your
TENDER # 5051
Dear Sir,
We have procured TENDER specification of TENDER#5051. We are submitting our financial proposals as under.
The detailed quoted price in accordance with the specification is as under: “Staffing of Customer Care Centre established under R-APDRP at Surat”.
(Remarks: -During initial 6 months, the Customer Care Centre shall be 10-seater only. The
Customer Care Centre staff shall be increased in the next quarter by considering call volume of previous quarter and in a similar manner shall be enhanced up to full capacity. The bidder should
consider above fact while quoting financial bid. ) Note that the applicable taxes & duties included in quoted prices are as under.
Applicable Tax for “Staffing of Customer Care Centre established under R-APDRP at Surat”.
Name of tax_____________ Rate of Tax __%
Name: __________________ Designation: ____________________
Seal / common seal Signature: ____________________ Date: Place:
Financial Offer Table 1: “Staffing of Customer Care Centre established under R-APDRP at Surat”.
Sl
No
Descripti
on
Man
Power ( No of persons )
Unit Cost
of Man-Power per person per
Month
Service
Tax
Rate:-
Unit Cost of
Man-Power per person per Month (
Inclusive of all taxes)
Total cost
inclusive of all applicable
taxes (per month)
Total cost
inclusive of all applicable
taxes (per annum)
1. Call Agent 11 Nos
2. Shift In charge
3 Nos
3. Manager 1 No.