preparation of request for proposal (rfp) for manning of
TRANSCRIPT
ASSAM POWER DISTRIBUTION COMPANY LTD
GUWAHATI
Bid No.: APDCL/R-APDRP/CCCC/2018/4 Date 27/08/2018
Bid Publishing date/Bid download start date: 27/08/2018
Date/time for Pre – Bid meeting :04/09/2018, 11 AM
Bid submission start date :14/09/2018, 10 AM
Bid submission end date :20/09/2018, 2 PM
Technical Bid opening date :24/09/2018, 11 AM
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Request for Proposal (RFP) for appointment of
an agency for deployment of manpower at
Central Customer Care Centre - Guwahati
Page 2 of 21 No APDCL/R-APDRP/CCCC/2018/4
ASSAM POWER DISTRIBUTION COMPANY LIMITED (APDCL) RAPDRP Cell
O/O Chief General Manager (PP&D)
-------------------------------------------------------------------------------------------------------------------------------
NOTICE INVITING TENDER
NIT No. APDCL/R-APDRP/CCCC/2018/4 Date 27/08/2018
Online tender in two parts (a)Technical Bid &(b) Price Bid with bid validity of minimum 180 days from
the date of opening of Technical Bid are hereby invited from the eligible firms, by the Chief General
Manager (PP&D), APDCL – Guwahati as per following details:
Description of the Work
Request for Proposal (RFP) for appointment of an
agency for deployment of manpower at Central
Customer Care Centre - Guwahati
Area of Work Manning the Centralized Customer Care Centre
of APDCL at 6th Mile Campus, Guwahati
Cost of Tender Document Indian Rupees 10,000/- (Ten Thousand Only)
Earnest Money Deposition (EMD) Indian Rupees 15,00,000/- (Fifteen Lakhs Only)
Sl.
No. Tender (Bid) Number
Bid
download
start date
Date &
time of Pre-
Bid
Meeting
Start date &
time of Bid
submission
Last date &
time of Bid
submission
Date of opening of
Technical Bid
1.
NIT No. APDCL/R-
APDRP/CCCC/2018/4
dated 27/08/2018
27/08/2018 04/09/2018,
11:00 AM
14/09/2018,
10:00 AM
20/09/2018,
2:00 PM
24/09/2018,
11:00 AM
TERMS & CONDITIONS:
1. Interested bidders can download the Tender Documents from APDCL’s website www.apdcl.org and also
from https://assamtenders.gov.in. However, the Bidders will have to deposit the requisite amount towards the
Tender Document Cost of Rs 10,000.00 (Rupees ten thousand) only in the form of A/C payee DD/Banker’s
Cheque (which is non-refundable) duly pledged in favour of “Assam Power Distribution Company
Limited”, payable at Guwahati along with the bid document and provide the DD/Cheque details while
submitting tender online in www.assamtenders.gov.in. Intending bidders will have to register themselves in
https://assamtenders.gov.in to be eligible for participating in the bid.
2. To participate in the pre-bid meeting, the bidder must submit the cost of bid documents (demand
draft/Banker’s cheque) to the office of CGM(PP&D) before the pre-bid meeting. 3. The Earnest Money Deposit of INR 15,00,000.00 (Fifteen Lakh) only in the form of Demand Draft drawn in
favour of Assam Power Distribution Company Limited, payable at Guwahati (Assam) issued by any
scheduled/nationalized Bank of India or in the form of Bank Guarantee issued by any scheduled/nationalized
Bank of India, should be furnished by the bidder along with the bid. Bids without Earnest Money Deposit
shall be summarily rejected. Details of EMD are to be provided while submitting tender online in
https://assamtenders.gov.in.
4. Technical bids would be opened in the office of the Chief General Manager (PP&D), APDCL – Guwahati,
as scheduled above.
5. Date of opening of Price bids will be intimated subsequently to the technically qualified bidders.
6. CGM (PP&D), APDCL reserves the right to cancel or revise any or the entire tender or part of tender at any
time without giving any reasons thereto with no cost to APDCL.
Sd/-
The CGM (PP&D), APDCL
Page 3 of 21 No APDCL/R-APDRP/CCCC/2018/4
ASSAM POWER DISTRIBUTION COMPANY LTD
GUWAHATI
Tender No: No. APDCL/R-APDRP/CCCC/2018/4 Date: 27/08/2018
1. Assam Power Distribution Company Limited invites offers from reputed bidders of similar field
for providing services through deployment of qualified and suitable manpower as per detailed
‘Scope of Work’ given in this document. The technical and price bids must be submitted through
online mode via https://assamtenders.gov.in. Apart from online submission, hard copies of
Technical bid and Price bid are to be submitted separately in sealed envelopes.
Project Scope:
Assam Power Distribution Company Limited (APDCL) is engaged in the business of
electricity distribution, trading, supply in the state of Assam. In order to enable the electricity
consumers to call to a single telephone number to register complaints related to power supply, billing,
metering, payments etc, a Centralized Customer Care Centre has been set up in the Data Centre
building, Sixmile, Guwahati under the Re-structured Accelerated Power Development and Reforms
Program (R- APDRP) with seating capacity of 40 (forty) numbers of Customer Care Centre agents.
Current project scope is to man the Central Customer Care Center through deployment of
suitable manpower for attending to consumer calls, for their problem resolutions, status update,
queries and other information, thereby improving the overall efficiency and promptness in serving our
customers. The persons (agents) responding to phone calls must maintain the ‘HIGHEST
STANDARDS OF COURTESY AND PROFESSIONALISM WITH A HELPING ATTITUDE.’
(a) Types of calls expected (not limited to):
o Calls related to power outage.
o Billing/metering/payment related queries
o Issues related to recharging of prepaid meters
o Query on New Service Connections
o Query on new/existing schemes/projects announced by APDCL
Detailed Summary of activities of Customer Care Agents is at Sl No 3.3.
(b) Primary language of Support in CCCC would be Assamese and agents should also be capable of
comfortably conversing in English and Hindi.
(c) APDCL shall NOT BE under any obligation whatsoever to provide
employment/empanelment to any of the personnel deployed by the Contractor during or
after the expiry of the contract.
Page 4 of 21 No APDCL/R-APDRP/CCCC/2018/4
2. Tender Schedule
All bid related activities (Process) like Tender Document Download, Bid Preparation, Queries
submission, Bid submission and Submission of EMD and other documents will be governed by the
time schedule given under Key Dates below:
Cost of Tender Document Indian Rupees 10,000/- (Ten Thousand
Only)
Earnest Money Deposition (EMD) Indian Rupees 15,00,000/- (Fifteen Lakh
Only)
Sl.
No. Tender(Bid) Number
Bid
download
start date
Date &
time of Pre-
Bid
Meeting
Start date
& time of
Bid
submission
Last date &
time of Bid
submission
Date of
opening of
Technical Bid
1.
NIT No. APDCL/R-
APDRP/CCCC/2018/4
dated 27/08/2018
27/08/2018 04/09/2018,
11:00 AM
14/09/2018,
10:00 AM
20/09/2018,
2:00 PM
24/09/2018,
11:00 AM
2.1 Address for communication and deposition of bids:
Office of the Chief General Manager (PP & D)
Assam Power Distribution Company Limited
6th Floor, Bijulee Bhawan
Paltan Bazar, Guwahati – 781001
Assam – India
E-mail: [email protected]
Interested bidders can download the Tender Documents from APDCL’s website www.apdcl.org and
also from https://assamtenders.gov.in.The Bidders will have to deposit the requisite amount towards
the Tender Document Cost against above tender Enquiry in the form of Demand Draft/ Banker’s
Cheque along with their Bid in a separate envelope – 1st super-scribed with the words: “Cover – I &
Cost of the Bid Document”.
2.2 Qualification of Bidders:
A) MANDATORY QUALIFICATIONS FAILING WHICH, THE BIDDER WOULD BE
SUMMARILY DISQUALIFIED
2.2.1 Bidder should be a Proprietorship firm OR Registered Co-operative Society OR Limited /
Private Limited Company/ Firm registered under the Companies act, 1956 or a Joint Venture /
Consortium / Association of firms.
2.2.2 The bidder should have at least one of the following certifications:
a) ISO 9001 certification for quality of services
b) ISO 27001 - ISMS-Data information Security
2.2.3 The Bidder should have a minimum average annual turnover of INR 1 Crore (One Crore) in
India in any three consecutive financial years in last five financial years in the particular field as
Page 5 of 21 No APDCL/R-APDRP/CCCC/2018/4
running a Customer Care Centre. Relevant certificates should be provided. The Bidder should also
provide a certificate from a Chartered Accountant for establishing Net Worth Turnover.
2.2.4 The Bidder should have specific relevant work experience in the business of running
Customer Care Centre and supplying Manpower Services in particular for Customer Care Centers for
duration of at least twelve months in any Central Govt/ State Govt Department or PSU or in the
Private Sector (Telecom or Power utilities only). All relevant documents related to establishing work
experience must be submitted along with the bid.
Bidder must submit certificate of satisfactory performance from clients (mentioning period of
service) to establish that satisfactory quality of customer care service was maintained during the
period of the contract.
Bidder’s relevant work experience would be considered only if the bidder satisfies the following
condition:
Bidder has successfully completed one relevant project (work) of minimum 12 months duration
(or have completed at least 12 months in case of an ongoing project) and the value of each
assignment/work/project should be at least ₹0.85 Crore.
[** If the work is complete, then the work must have been completed within the last 5
financial years from date of floating of this RFP, if the work is on-going, then copy of
work order/LoA along with experience certificate for successful completion/delivery of
services for at least continuous twelve months must be submitted along with the bid]
2.2.5. The Bidder should also be registered with the Income Tax, Goods and Services Tax, and PF
registration in India. Bidder should have valid certificate of GST/ Income Tax Registration (PAN) and
PF registration in India as on date of submission of proposal.
2.2.6 Bidder must submit attested copy of manpower wages roll and EPF Challan in support of
available manpower (duly submitted to EPFO) in respect of the previous three financial years.
2.2.7. Bids are not allowed from the firms which are found guilty of malpractice, misconduct, or
blacklisted/debarred either by any Govt. (central, state), Public Sector Undertakings or by any local
authority. Affidavit / declaration on non-judicial stamp paper of Rs. 100/- stating that the firm has
NOT BEEN found guilty of malpractice, misconduct, or blacklisted/debarred either by APDCL Govt.
of Assam or by any local authority and other State Government/Central Government's organizations
in the past three years needs to be submitted.
2.2.8. When the bidder is a Joint Venture (JV) of two or more firms as partners, one of the partners
shall be legally authorized as the lead partner for the purpose of submitting the tender, incur liabilities,
receive payments and instructions on behalf of the others. A copy of the registered agreement,
executed on Non-judicial stamp paper, shall be submitted with the tender.
However, in case of a successful tender, the agreement shall be signed by all the partners, so as to be
legally binding on all the partners.
The composition of the Joint Venture cannot be altered during the pendency of the contract.
Page 6 of 21 No APDCL/R-APDRP/CCCC/2018/4
A Letter of Consent by each member of the Joint Venture reviewing each element of the bid must
also be submitted along with the Joint Venture agreement.
2.2.8 Customer Care Services Support& Continuity Assessment for the North East Region.
If any bidder, either as a single firm or as a Joint Venture entity/consortium, was/is
associated in providing manpower support / technical support / training support for Customer
Care Centre Operations in any State/Central Government Department or Public Sector Unit or
Statutory Body primarily in the Telecom or Power Sectors in any of the seven North Eastern States
within the last 5 years from the date of publication of this bid, then mandatorily the bidder has to
submit the following for all the Customer Care Centre projects handled by the bidder in these
North East States.
Successful Continuous Performance Certificate (if services are continuing as on date of
publication of this bid)
OR
Successful Completion Certificate (if services are complete as on date of publication of this
bid)
Failure to submit the above certificate for all the projects taken up (Completed/Continuing) by
the bidder in the NE region for the last 5 years will automatically result in rejection of the bid.
Random visits may be carried out by APDCL to any of the client sites mentioned by the bidder to
carry out on-site verification/assessment of performance.
2.2 B) THE SUCCESSFUL BIDDER MUST CONFORM TO/FULFILL THE FOLLOWING
(i) The successful bidder must obtain necessary licenses as required under
provision of the CL (R&A) Act within 3 months from the date of issue of Letter
of Award (LoA) failing which the LoA shall be cancelled.
(ii) The successful Bidder will have to comply with all statutory requirements like PF,
ESI, GST and all other labour laws, as applicable and mandated by the Central /State
Governments/ Statutory body from time to time.
2.3 Submission of Tenders
The technical and price bids must be submitted through online mode only, in the website
https://assamtenders.gov.in. Additionally, a hard copy of the bid has to be submitted in sealed
envelope, 1 main envelope containing 4 (four) envelopes with Cost of Bid in Envelope no. 1, Earnest
Money Deposit (EMD) in Envelope no. 2, Technical Bid in Envelope no. 3 & Price Bid in Envelope
no. 4, each envelope being super-scribed with tender no, name of bidder etc. Each and every paper of
the hard copy of the bid should be signed affixing seal by the bidder while submitting bid. All the
above envelopes shall be placed in a sealed envelope/parcel, the bidder’s name & address written
clearly on the front side of it
Page 7 of 21 No APDCL/R-APDRP/CCCC/2018/4
Tender should be submitted on or before last date and time of submission. Tenders received after
the due date and time shall not be accepted under any circumstances.
2.4 BID OPENING
2.4.1 Opening of Technical bid
The technical bids will be opened as per the date and time specified in the tender notice and in the
presence of bidders’ authorized representative. Any change in the schedule will be communicated to
the bidders.
2.4.2 Opening of Financial (Price) Bid
The date and time of opening Financial (price) bid shall be notified later.
2.4.3 Period of Validity of Tenders
The tenders shall remain valid for a period of minimum 180 days from the date of opening of
Technical Bid.
2.5 Earnest Money Deposit
The Earnest Money of INR 15,00,000/- (Fifteen Lakh) in the form of Demand Draft drawn in
favour of “Assam Power Distribution Company Limited” payable at Guwahati (Assam) issued by
any scheduled/nationalized Bank of India or in the form of Bank Guarantee issued by any
scheduled/nationalized Bank of India, should be furnished by the Tenderer. Tender without Earnest
Money shall be summarily rejected.
A. If EMD is submitted in the form of Bank Guarantee (BG) then it must be valid for at least 180
days from date of opening of technical bid as mentioned in the NIT or the extended date if any.
B. Unsuccessful Bidder's EMD will be discharged / returned after award of contract to the successful
bidder and after observing due formalities.
C. Bidder shall not be entitled for any interest on EMD /Security deposit, in any case.
D. The successful Bidder's EMD will be discharged / returned after signing the Contract and
submitting the SECURITY DEPOSIT as stipulated.
E. The EMD / Bid Security Deposit shall be forfeited by APDCL in the following case:
(i) If a bidder withdraws tender during the period of bid validity as specified in the Tender.
(ii) In case of the successful tender, if the Bidder fails:
(a) To sign the Contract in accordance with terms and conditions or
(b) To furnish security deposit as specified in the bid document within stipulated time.
Page 8 of 21 No APDCL/R-APDRP/CCCC/2018/4
2.6 Prices
The prices quoted and accepted will be binding on the Bidder and valid for a period of two years
from the date of signing the contract and any increase in price will not be entertained during the
contract period.
A. Price shall be quoted in the prescribed format given in Price Bid Sheet.
B. Incomplete or partial quotation will not be accepted in any case
C. The Quoted Price should not be less than the Minimum Wage (MW) (As per notification of
the Labour Department, Government of Assam time to time)
D. The bidder has to furnish the “Analysis” of their quote rates which should reflect the
components like minimum wages, bonus, PF, and other(s) (if any) when asked for. If the
analysis / rates are abnormally high or low, CGM (PP&D) APDCL will have right to reject
the same.
If at any time during the period of contract, the price of tendered items is reduced or brought down by
any Law or Act of the Central or State Government or by the Bidder himself, the Bidder shall be
morally and statutorily bound to inform CGM (PP&D) APDCL immediately about such reduction in
the contracted prices. CGM (PP&D) APDCL is empowered to reduce the rates accordingly.
2.6.1 The Technical Bid evaluation shall be done based on the following criteria
During the technical evaluation stage, each bidder shall be assigned different marks out of a total of
100 marks, as per the criteria specified below:
1. Average Annual Turnover (Any 3 consecutive Financial Years in last 5 FYs)
(Max 20 Marks)
₹1 Crore to ₹ 2 Crore 10 marks
More than ₹ 2 Crore upto ₹4 Crore 15 marks
Above ₹4 Crore 20 marks
2. Relevant Work Experience (Max 40 Marks)
3. Number of Man Months deployed in year FY 2017-18 (Max 20 Marks)
100 to 500 Man months 10 marks
501 to 1000 Man Months 15 marks
Above 1000 Man Months 20 marks
Each Completed work/assignment of 12 months duration
[or ongoing after successful completion of continuous 12
Months as per experience certificate] and the value of each
work as in work order/LoA submitted is at least ₹ 0.85
Crore.
10 marks
Page 9 of 21 No APDCL/R-APDRP/CCCC/2018/4
4. Quality Related Marks (Max 20 Marks)
ISO 9001 certification for quality of services 10 Marks
Or ISO 27001 - ISMS-Data information Security certification
Additionally, any other internationally accredited Quality Certification 10 Marks
Work experience will be considered only for those projects where bidders have produced
certificates from client establishing satisfactory quality of customer care service by the bidder.
A Bidder should secure mandatorily a minimum of 50 marks in Technical Evaluation in order
to be a qualified bidder for being eligible for Technical weightage and subsequently for opening
of financial bids.
2.6.2 The Financial Bid / Price Bid evaluation shall be done based on the following criteria
Price Bid Evaluation: Financial (Price) Proposals of only such firms will be opened whose offers
have been declared Technically Responsive. Financial Proposal of un-successful Bidders will n o t
be opened in any case.
For comparison of the combined Technical and Price Score of all Firms, following formula will be
used: Total Score = (Technical Score x 0.50) + (LP/FP x 0.50)
Where LP is the lowest price offer and
FP is the price offer of the firm being evaluated.
Contract shall be awarded to the bidder with the highest Total Score.
2.6.3 Evaluation and Selection Criteria
The Technical Proposals of all the bidders scoring minimum 50 marks will be considered for
Financial Bid evaluation. The date and time of opening of Financial Bids would be intimated to all the
technically successful Bidders after the technical evaluation.
2.6.4 Security Deposit & Contract Agreement
The successful Bidder shall furnish the security deposit to APDCL within 15 days from the
date of communication of Acceptance of LoA/Work Order for an amount of 10% of the contract
value, valid up to 60 days beyond the date of completion of/service obligations and enter into a
Contract Agreement with APDCL within 30 days from the date of issue of LoA/Work Order on a
Rs.100/- non-judicial stamp paper. The cost of Stamp paper should be borne by the Bidder.
The Security Deposit should be in the form of Bank Guarantee in favour of the “Assam
Power Distribution Company Limited” payable at Guwahati from any Nationalized or
Scheduled bank.
Page 10 of 21 No APDCL/R-APDRP/CCCC/2018/4
The Security Deposit will be discharged by the APDCL and returned to the supplier within 60
days following the date of completion of the Supplier's performance obligations, under the contract.
The security deposit shall be forfeited as a compensation for any loss resulting from the
failure to perform the obligations under the contract or in the event of termination of the
contract or in any event as APDCL thinks fit and proper.
2.6.5 Right to cancel the tender and increase or decrease the scope and scale of services
CGM (PP&D) - APDCL reserves the right to cancel or revise any or the entire tender or part of
tender at any time without giving any reasons thereto with no cost to APDCL.
CGM (PP&D) - APDCL also reserves the right to increase or decrease the scope and scale of
services (manpower count) to be delivered by 20%.
2.7 Contractor’s key areas of responsibility
2.7.1 The Contractor shall provide services at APDCL premises as per Schedule of Requirements
by APDCL during the Contractual period
2.7.2 The Contractor shall cover its personnel for personal accident and death whilst performing the
duty and APDCL shall own no liability and obligation in this regard. The Contractor shall ensure
Personal Accident Insurance policy of Contract Workers from (Govt. under taking company). This
policy should take care of all liabilities of the contractor under Workmen compensation Act.
2.7.3 The Contractor shall issue identity cards / identification documents to all its employees who
will be instructed by the Contractor to display the same. The Contractor shall maintain Unique
Employee Number for his all employees.
2.7.4 In case any workman of the service provider suffers injury / damage or meets with an
accident during the discharge of duties, the entire cost of compensation should be borne by the
Contractor / Bidder and APDCL shall stand indemnified against any such claim for compensation.
The Contractor has to ensure to APDCL that all precautions are taken for safety of his employees and
equipments.
2.7.5 The Contractor will be liable for any pilferage / loss to APDCL due to acts of omission and
commission by his employees. Similarly, liability for any compensation to outsiders on account of
any act of omission and commission by the employees deployed by the contractor shall lie exclusively
with him.
2.7.6 Proper backfill and on boarding arrangement is required to be made against resources leaving
or absent from duty.
Page 11 of 21 No APDCL/R-APDRP/CCCC/2018/4
2.7.7 The contractor will be responsible for the behavior and manners of the manpower engaged by
the contractor in the Customer Care Centre during the duty hours and while they are in APDCL
premises. Contractor’s employees will maintain proper cleanliness while on duty in APDCL
premises and they will handle the equipment with due care and will not do anything to damage or
harm any property of APDCL. Contractor will be responsible for any such undesired behavior or act
of its employees.
2.7.8 The contractor shall provide adequate training to its manpower deployed in the customer care
centre on customer care service concepts, telephone etiquettes, communication skills etc. for ensuring
quality customer care service.
2.7.9 The Contractor shall completely indemnify and hold harmless APDCL and its employees
against any liability, all claims by statutory authorities, losses under various Labour Laws, statutes or
any civil or criminal laws in connection with employees deployed by him or damages sustained by it
or them by reason of any breach of contract, wrongful act or negligence by the Contractor or any of its
employees engaged in the provision of the manpower services to APDCL.
2.7.10 The service provider (contractor) will be solely responsible for the deployed employees and
should ensure timely payment of salaries, allowances, bonus and other statutory benefits from service
provider’s own resources and APDCL shall in no way whatsoever be responsible for the same . The
price agreed to be paid to the contractor by APDCL is firm (Taxes as per actuals).
The payment should be made through Bank / cheque and salary slip should be issued to the
deployed employees. EPF should be deducted as per statutory norms and deposited in the EPF
account of the employees without fail .The contractor should ensure release of monthly payable
wages to the deployed employees within the 7th day of the month . The contractor should not wait for
APDCL’s payment to pay the deployed employees.
2.7.11 The Service Provider / Contractor must comply with all statutory obligations & provisions as
per law of the land and as contained in relevant Acts like, Workmen's Compensation Act 1923, the
Contract Labor (Regulation & Abolition) Act 1970, Employees Provident Funds and Miscellaneous
Provisions Act 1952, Employees’ State Insurance Act 1948, Payment of Wages Act 1936 etc. and
rules made there under for every Act.
2.7.12 The financial obligation(s) arising out of statutory obligations would be entirely on contractors
account and APDCL will not be responsible on this score for any reason whatsoever. ESI, PF,
Gratuity, Bonuses etc, shall be paid by the contractor and APDCL shall not incur any liability or
additional expenditure whatsoever for personnel deployed.
Page 12 of 21 No APDCL/R-APDRP/CCCC/2018/4
2.7.13 The service provider has to pay minimum wage in commensuration with notification of
Labour Dept., Govt. of Assam, as modified from time to time.
2.7.14 Employee State Insurance –Necessary processes related to registration of employees with ESI
authority should be started within one month after receipt of the LOA with intimation to the
concerned controlling officer.
2.7.15 Mediclaim Policy - Mediclaim policy should be purchased forthwith in non-ESI area. The
Service providers have to procure Mediclaim Insurance Policy from a Nationalized Insurance
Company in respect of each of the employees where ESI scheme are not applicable.
2.7.16 The successful bidders have to submit a list of deployed manpower indicating Name,
Father/Husband Name, Date of Birth, Communication Address, Qualification(s), Wage
particulars including statutory deductions to the Nodal Officer within one month from the
date of receipt of LOA / date of actual engagement.
2.7.17 The contactor shall be liable for any legal dispute / case/ claims that arises or may arise during
currency of the contact due to non-compliances of labour or other related laws.
2.7.18 The Contractor should obtain license under the provisions of CL (R&A) Act. In case the
license is not available as on date of issue of LoA, the contractor must obtain necessary
licenses as required under provision of the CL(R&A) Act within 3 months from the date of
issue of Letter of Award (LoA) failing which, the LoA issued/contract signed shall be
cancelled.
2.8 APDCL Support.
Except as expressly otherwise provided, the APDCL shall, at its own expense, provide the required
equipment and facilities at the location(s) where the Services are to be provided, enabling
Contractor’s employees to carry out the Services.
2.9 Termination
The Contract may be terminated forthwith by APDCL by giving written notice to the Contractor in
case of breach of any of terms and conditions of the Contract by the Contractor. APDCL shall have
the right to cancel the Contract without assigning any reason thereof, and nothing will be payable by
APDCL in that event and the security deposit in the form of performance Bank Guarantee shall be
forfeited and encashed.
2.10 Force Majeure – Obligations of the Parties
“Force Majeure” shall mean any event beyond the control of APDCL or of the Contractor, as the case
may be, and which is unavoidable notwithstanding the reasonable care of the party affected, and
which could not have been prevented by exercise of reasonable skill and care and good industry
practices and shall include, without limitation, the following:
Page 13 of 21 No APDCL/R-APDRP/CCCC/2018/4
• War, hostilities, invasion, act of foreign enemy and civil war;
• Rebellion, revolution, insurrection, mutiny, conspiracy, riot, civil commotion and terrorist acts;
• Strike, sabotage, unlawful lockout, epidemics, quarantine and plague;
• Earthquake, fire, flood or cyclone, or other natural disaster
2.11 Payments
2.11.1 The Contractor shall raise invoice per month and submit the same to APDCL by 3rd day of
every following month.
2.11.2 APDCL shall make all endeavours to make payments within 15-20 days from the date of the
receipt of correct invoice(s) along with annexure (i) Attendance Sheet from APDCL Officer-
in-Charge (ii) and ESI/EPF deposited slips (iii) monthly medical insurance paid slip from
the Contractor.
(a) In addition to the Contract payments, APDCL shall pay for any additional services required
by it, which are not specified in the Price Schedule, the cost for which will again be
mutually decided by APDCL and the Contractor.
(b) APDCL shall be entitled to deduct in accordance with Applicable Law, Income Tax or
withholding tax or other deductions (as the case may be), from any payments made to the
Contractor.
2.12 Penalties
a) The Contractor has to deliver the service in accordance to the service levels (SLAs)
prescribed in the Annexure B. The SLAs are measurable on monthly basis. Failure of the
contractor to meet any of the SLA would attract penalty to be deducted from the monthly
contractor cost as per the SLA. If the contractor misses more than one SLA parameter, the
contractor would be liable to pay penalties on monthly cost for each Service Level violation.
b) In case of breach of any conditions of the contract and for all types of losses caused including
excess cost due to hiring manpower services in the event of Contractor failing to provide
requisitioned number of manpower, APDCL shall make deductions at double the rate of hiring
rate on pro-rata basis from the bills prepared by the Vendor or that may become due to the
Vendor under this or any other contract or from the security deposit or may be demanded from
him to be paid within seven days to the credit of APDCL.
Page 14 of 21 No APDCL/R-APDRP/CCCC/2018/4
2.13 Resolution of Dispute and Arbitration.
2.13.1 In the event of any question, dispute or differences in respect of contract or terms and
conditions of the contract or interpretation of the terms and conditions or part of the terms and
conditions of the contract, the parties may mutually settle the dispute amicably.
The arbitration proceedings shall be carried out as per the Indian Arbitration and Conciliation Act,
1996.
2.13.2 Jurisdiction
All the suits arising out of the contract shall be instituted in the court of competent jurisdiction
situated in Guwahati only and not elsewhere.
2.14 Terms and conditions, not specified in this document, will be governed by Company’s
General Conditions of supply and Erection, 2009.
3.1 Scope of Work / Job Description /Role of Customer Care Centre Supervisor
Position
Supervisor
Reports To
AGM (Data Centre), APDCL
Job
Responsibility
(Indicative only
and not restricted
to)
1. To submit ‘shift-wise’ ‘Call handling and complaint resolution reports’ on a
daily basis.
2. To ensure that the CCC agents maintain services as per SLAs defined.
3. Provide Coaching & Feedback to the agents to enhance their performance.
4. Keep the agents updated on new process changes/updates, improvement initiatives
undertaken by APDCL.
5. To escalate the quality issues beyond control to the APDCL authorities and provide
reports as and when asked for by APDCL.
6. Manage and attend minor issues related to CCC IT infrastructure like network
connectivity, configuration of network equipments and connectivity to new desktops
and users etc.
7. To identify training needs & ensure that trainings are carried out to meet the quality
service requirements of the CCC.
8. To evaluate agent’s performance periodically and take corrective steps wherever
required and to submit such reports to APDCL authorities.
9. To Monitor activities of the agents and ensure that agents do not cause any damage to
any equipment or infrastructure.
11. To Maintain discipline and punctuality and ensure the same by the agents.
Educational
Requirements
Graduate degree or equivalent qualification in any Stream.
Experience
Requirements
2 to 4 years of relevant industry experience in Customer Care or similar profile in
helpdesk environments
Soft Skills
(Indicative only
and not restricted
- Must be able to maintain highest level of courtesy and professionalism
- Assamese speaking is a MUST, must also be able to communicate in English and Hindi
- Must have excellent Leadership skills with ability to provide customer centric focus
and support
- Must have Conflict Resolution & Analytical skills along with excellent People
Page 15 of 21 No APDCL/R-APDRP/CCCC/2018/4
to) Management Skills .
3.2 Scope of Work / Job Description of Customer Care Centre Agent.
Position
Customer Care Centre Agent
Reports To
CCC Supervisor
Job
Responsibility (Indicative only
and not restricted
to other duties may
also be assigned
from time to time)
(i) MUST DEAL WITH THE CONSUMER /PUBLIC COMPLAINTS &
QUERIES WITH UTMOST CIVILITY
(ii) COMPLAINTS FOR UNSATISFACTORY CUSTOMER CARE
SERVICES OR IMPOLITE BEHAVIOUR BY THE AGENTS WILL BE
TAKEN VERY SERIOUSLY BY APDCL.
(iii) Must be able to accurately identify the problem/ issue faced by APDCL’s
Consumer/ or members of the public in general and propose a quick & effective
resolution.
(iv) Must accurately document notes and information within the IT ticketing tool.
(v) Must maintain strict discipline
(vi) Must maintain proper care while handling the equipments and do not cause any
damage to any equipment or infrastructure.
Summary of activities listed at Sl 3.3
Educational
Requirements
Graduate degree or equivalent qualification in any Stream.
Experience
Requirements
1 to 2 years of relevant industry experience in Customer Care or similar profile in
helpdesk environments
Soft Skills
(Indicative only
and not restricted
to)
- MUST MAINTAIN THE HIGHEST STANDARDS OF COURTESY AND
PROFESSIONALISM WHILE RESPONDING TO A PHONE-CALL.
- Assamese speaking is a MUST , must also be able to fluently communicate in
English, Hindi
- Must have Excellent oral and written communication skills
[NB: (i) If deemed fit APDCL may assist the contractor/service provider in imparting training to
agents on soft-skills like how to deal with callers , provide an insight into APDCL business
processes , Grievance Redressal Mechanisms , new initiatives/projects undertaken by APDCL.
(ii) APDCL may conduct reviews/assessments with Customer Care Agents as and when
required]
3.3 SUMMARY OF ACTIVITIES OF THE CUSTOMER CARE AGENTS.
(The activities enumerated below are only indicative and may be revised as per need and
design at the discretion of APDCL)
(i) Manning of Central Customer Care Centre at Data Centre Complex, Guwahati: (40- Seat
arrangement). This would be operated 24 X 7 and whenever a caller (consumer or general
public) call a designated phone number, the call would land in the Central Customer Care
Centre (equipped with 2x30 channels PRI Phone links), , currently the IVRS facility is on hold
and under review)
(ii) The Customer Care Agent on receiving the call shall ask consumer’s telephone number and
update it in the database server (after confirmation of the same from the consumer). If any
Page 16 of 21 No APDCL/R-APDRP/CCCC/2018/4
discrepancy regarding consumer’s address or any other details is noticed, that shall also be
recorded for appropriate action by the concerned sub-division.
(iii) The Customer Care Agent will ask the consumer to register his Mobile Number (RMN) or
Land Line Number (RLLN) in case not already done so/not available in the system. This
registered number shall be used to identify the consumer’s details if the consumer uses his
registered mobile / land line number to lodge the complaint in future.
(iv) If it’s a complaint related to breakdown of service or any other complaint the caller (consumer)
can talk to any available Customer Care Centre Agent (the voice communication would be
recorded). The Agent would (with the help of the CCC software) register the complaint and
generate a docket number. The caller (consumer) would be informed about the ‘docket
number’ for reference, this number would also be sent by SMS to the caller (consumer) . The
status of the complaint can be tracked and retrieved centrally by all concerned.
(v) The Customer Care Agent will forward the complaint(s) of the consumer with details to the
respective APDCL Sub-division engineer through phone/SMS. Such transmitted information
will include of Name of complainant ,Consumer service number, address of consumer, type of
complaint, landmark etc .
(vi) Complaints Status Tracking
The call centre executive will track the status of no current complaints every 15 minutes. The
tracking of other complaints shall be as per SLA decided at the time of order.
The personnel manning the Central Customer Care Centre can check the tagged complaints in
their desktop consoles and then transfer the information to local maintenance crew by SMS and
also Phone call . After the complaint is attended to and on being informed by the maintenance
crew that the complaint has been attended to, the Customer Care Agents either by a process of
randomization ( or as advised by APDCL) call the complainant back by phone to confirm that
the problem has actually been resolved , on being satisfied ,the complaint can then be closed by
the personnel manning the centre by entering the relevant details on the Agent Interface
Software. This information would be updated in the CRM system . An SMS would be sent to
the complainant detailing that the complaint has been resolved.
(vii) Reporting
There will be two types:
(1) Web based information, which can be generated through the APDCL IT system, to view the
status of call centre including person available, received complaints, sub-division wise
pending complaints with time of pendency and any other query based report.
Page 17 of 21 No APDCL/R-APDRP/CCCC/2018/4
(2) The other types of reports are to be submitted in softcopies daily, weekly and monthly
basis. Also, manpower vendor has to make arrangements such that reports in hard copies
shall be submitted in the format specified by APDCL as and when required.
(viii) All the activities including performance of the agents deployed CCC shall be monitored in near
real time. Overall performance report of the Central Customer Care Centre includes total
number of call in a particular Day/Week/ Month, the Average wait time, the Oldest call
waiting, Average Speed to answer, Number of Complaints Registered, Total Complaints
Closed, Reason for open Complaints(If any) etc. These reports may be used to analyze trends,
establish performance benchmarks.
(ix) The CCC Executive/Supervisor shall 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 Failure, etc. Power Distribution Projects undertaken by APDCL.
(x) The persons manning the Customer Care Centre shall have to update themselves about
the relevant activities/services of APDCL for which they shall be briefed by APDCL
officials from time-to- time.
Page 18 of 21 No APDCL/R-APDRP/CCCC/2018/4
Annexure A:(Manpower Requirements – Sizing)
Manpower requirement for Centralized Customer Care Centre
SN Role
No. of
persons per
shift
No. of
shifts
No. of
manpower for
roll-over roster
Total Manpower
I II III IV V=(II)x(III)+(IV)
1 Supervisor 1 3 1 4
2
Customer
Care Centre
Agent
40 3 40 160
Total head count 164
Annexure B: (Service Levels)
Service Levels for ensuring a high quality and efficient customer care operations
Service levels for Customer Care Centre
SN PARAMETER
TOLERANCE
LIMIT
PENALTY BEYOND TOLERANCE LIMIT
1
Maximum number of
unanswered calls in a
month.
≤ 5%
• 20% of total monthly charges payable for abandoned calls
more than 9%.
• 10% of total monthly charges payable for abandoned calls
more than 7% up to 9%
• 5 % of total monthly charges payable for abandoned calls
more than 5% up to 7%
2
Average talk time
per agent per call in
a month
≤ 300 seconds
• 20% of total monthly charges for average handling time
more than 420 seconds
• 10% of total monthly charges for average handling time
more than 360 seconds up to 420 seconds
• 5 % of total monthly charges for average handling time
more than 300 seconds up to 360 seconds
3
Average speed to
answer calls in a
month)
≤ 60 seconds
• 20% of total monthly charges for average speed more than
90 seconds
•
• 10% of total monthly charges for average speed more than
75 seconds up to 90 seconds
• 5 % of total monthly charges for average speed more than
60 seconds up to 75 seconds
4. Less Attendance per
dedicated shift
NO
TOLERANCE
0.2 % of the total monthly charges payable to the agency
for each absentee per shift as penalty for no attendance.
Page 19 of 21 No APDCL/R-APDRP/CCCC/2018/4
Annexure C: (Tender Form)
To
The Chief General Manager (PP & D)
Assam Power Distribution Company Limited
6th Floor Bijulee Bhawan, Paltan Bazar, Guwahati - 781001
Dear Sir
Having examined the tender document, the receipt of which is hereby acknowledged, we, the
undersigned, offer to run Customer Contact Centre operations under the above-named Contract in full
conformity with the said tender document and our financial offer in the Price schedule which is made
part of this tender.
We undertake, if our tender is accepted, to deliver the goods in accordance with the delivery schedule
specified in the tender document.
If our tender is accepted, we undertake to submit the security deposit in the form, in the amounts, and
within the times specified in the tender document.
We agree to abide by this tender, for the Tender Validity Period specified in the tender document and
it shall remain binding upon us and may be accepted by you at any time before the expiration of that
period.
We understand that you are not bound to accept the lowest or any tender you may receive.
Signed: ______________________________
Date: ________________________________
In the capacity of ____________________________________
Duly authorized to sign this bid for and on behalf of _____________________
Signature & stamp of Bidder
Note: This form must be signed & Stamped in original to be submitted to this office along with
Tender fee + EMD + 1 affidavit on or before close of download of tender.
Annexure D:(Annual Turnover Statement)
ANNUAL TURN OVER STATEMENT FOR THREE YEARS
The Annual Turnover of M/s __________________________________________________ in three
consecutive financial years in last five financial years are given below and certified that the statement
is true and correct.
S. No. Year Turnover in Crores
1
2
3
Date:
Seal Signature of Auditor/Chartered Accountant
Name (in capital letters)
Page 20 of 21 No APDCL/R-APDRP/CCCC/2018/4
Annexure E: (DECLARATION)
(The company will provide Affidavit / declaration on non-judicial stamp paper of Rs. 100/-)
DECLARATION
I / We hereby submit that the information submitted hereby are correct and to the best of my / our
knowledge and belief. My / Our Agency / Organization / Company has not been debarred by any
Government department / Public Sector Undertakings (PSUs) for handling recruitment process in last
3 (three) years. In case of any information / documents found to be false, fake or incorrect, APDCL is
free to take action against my / our Agency / Organization / Company as deemed fit by them.
I / We, ………………………………………………….do also hereby declare that I / we are not
engaged in any activity, which conflicts directly or indirectly with the proposed assignment. I / We
further declare that during the currency of the contract, I / We will not engage in any such conflicting
activity.
(Signature of authorised person with seal)
Page 21 of 21 No APDCL/R-APDRP/CCCC/2018/4
Annexure F : (Price Schedule)
<<To be submitted on the letterhead of the bidder>>
Managed CCC Operations Service (24 x 7) at Central Customer Care Centre in Guwahati
SN
Ro
le
Qu
anti
ty o
f
Man
po
wer
*U
nit
Rat
e fo
r
Man
po
wer
Res
ou
rce
per
Mo
nth
(Rs)
GS
T
(Rs)
(__
_%
)**
To
tal
cost
of
man
po
wer
per
mo
nth
(in
clu
din
g
GS
T)
(Rs)
To
tal
cost
of
man
po
wer
per
yea
r (i
ncl
ud
ing
GS
T)
(Rs)
To
tal
cost
of
man
po
wer
fo
r
2 y
ears
(in
clu
din
g
GS
T)
(Rs)
(X
)
1 Supervisor 4
2
Customer
Care
Centre
Agent
160
Total Cost (Rs)
THE TOTAL COST (X) SHALL BE CONSIDERED FOR FINANCIAL (PRICE) EVALUATION.
* The Unit Cost of Services of providing Manpower Resources shall be inclusive of all
contributions of the bidder (ESI, PF, Gratuity, Bonus, Medical allowances, Medical Insurances,
Substitutes and other statutory allowances) towards the manpower resource(s) whose services are
provided, however it shall be exclusive of GST.
** Statutory Taxes will be paid as per actuals.
Annexure G: Documents to be submitted
Following documents to be submitted in original to this office on or before the last date of
submission of bid.
S. No. Documents to be Submitted
1 Annexure C (Tender Form) duly signed & stamped
2 Tender Fee
3 E M D
4 Affidavit on non-judicial stamp paper of Rs. 100/- regarding the firm has not been
found guilty of malpractice, misconduct, or blacklisted/debarred either by APDCL,
Govt. of Assam, or by any local authority and other State Government/Central
Government's organizations in the past three years.
5 Joint Venture Agreement (if the bidder is a Joint Venture or Consortium)