subject: corrigendum-1 clarification &...

Reply to queries for RFP for “Selection of Call-centre Service Provider (CSP) on Outsourced

model” for Ministry of Health & Family Welfare (MoHFW), (GoI)

of 38

Subject: Corrigendum-1 Clarification & Amendment

In connection with the Request for Proposal (RFP) for “Selection of Call-centre Service

Provider (CSP) on Outsourced model for Ministry of Health & Family Welfare (MoHFW),

Government of India (GoI) vide Tender Document No.: JSK/14(03)/2015/Helpline, published on

27th October, 2017.

1. The clarifications & amendments to the RFP based on queries/ clarification requested by the

bidders is enclosed in Annexure-A.

2. Further, it is also intimated that the (i) Last date & time for bid submission, and (ii) Date &

time of opening of pre-qualification cum technical bids are being extended and are as under:

S. No. Particular Date

1. Last date for issuance / sale of RFP document 22nd Nov,2017

2. Last date and time for bid submission 28th Nov, 2017 by

1530 hours.

3. Date and time of opening of prequalification-cum-technical bids 28th Nov, 2017 by

1600 hours

4. Date and time for opening of financial bids To Be intimated

later

3. All other terms and conditions of the RFP will remain unchanged.

- Sd –

ED JSK

Reply to queries for RFP for “Selection of Call-centre Service Provider (CSP) on Outsourced model” for Ministry of Health & Family Welfare (MoHFW), (GoI)

of 38

Annexure-A

S.

No.

RFP document reference(s)

[Section, clause and page

number(s)]

Content of RFP requiring

clarification(s)

Points of

clarification

Response of MoHFW

1. Page no.11/ Clause 3.1 Call

Centre space including ICT &

Non-ICT Infrastructure

a) The bidder shall provide services

from a fully functional call centre in

Delhi/ National Capital Region.

Please clarify, any support is to be provided by

MOHFW for running call centre regarding

services to be delivered from here

The details are already provided in the

RFP.




b) The call centre to be provided should

be equipped with the required ICT

infrastructure

for smooth calling operations for

various programmes of MoHFW in line

with the requirements and service

levels as stated in this RFP.

Please Clarify, in point no.ii) Hardware and

software infrastructure specification clearly or it

is assumed that it is this is sole responsibility of

CSP and in future no questions or audits being

done by MoHFW in this regard, however

scalability will be taken in concern by CSP for

future

The ICT infrastructure to be used by the

bidder should comply with the

requirements stated in the RFP so as to

meet the defined SLAs. Audits may

happen as mentioned in the RFP






infrastructure





Please Clarify, in point no b) i. Network

Infrastructure: Internet Lease line or MPLS cost

will be borne by MoHFW like the payment to

the Telecom Service Provider (TSP)which shall

be done by MoHFW and MoHFW will provide

additional PRI lines to the CSP

No it has to be borne by the CSP






infrastructure





Please Clarify, the mechanism of inbound &

outbound call which shall also be defined by

MoHFW. Which type of mechanism?

In case of inbound, a short code, toll free

or long code will be provided by the

MoHFW for the routing the call to the

CSP.

Outbound calls will be made from the PRI

lines provided by the MoHFW.

5. Page no.12/ Clause 3.2.Call

Centre Solution

a)CSP will be required to design,

develop, manage and maintain an

integrated web based customized

solution .The requirement would

broadly consist of a CRM solution, IVRS

solution, Voice Loggers, TTS etc. with

respect to the scope of work specified

in this RFP

Please clarify integrated customized solution,

as currently only one JSK project requirement

is in RFP, excluding future needs.

The integration is for the solutions under

the concerned project or programme as

mentioned in the RFP and reproduced

below:

"CSP will be required to design, develop,

manage and maintain an integrated web-

based customized solution as per the

requirement of the project for the

respective programmes of MoHFW for the

entire duration of the contract period


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clarification(s)

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clarification

Response of MoHFW

(refer 3.2 point a on page 12 of the RFP

Vol 1)"


Centre Solution

i.CSP will Prepare the Functional

Requirement Specifications (FRS),

software requirements specification

(SRS) and developing algorithms for

the project:

Please Clarify, will study of exiting system in

MoHFW documents will be provided before

developing application or it should be done by

only discussion between nominated officer and

CSP to understand the requirements for the

development of solution

As mentioned in RFP clause 3.2 point a

(i) "The CSP shall interact with the key

officials of programme division or any of

its nominated agency for understanding

the requirements for the development of

solution. The CSP shall document the

functional requirements and get it signed

off from the programme division."


Centre Solution, point no. c

v. The system shall be capable of

supporting both IP based hard phones

as well as PC based Soft phones

Please Clarify about its concept of having IP

based hard phones and pc based soft phones,

as it has be taken great care while developing

communication server and architecture

The clause to be read as "The system

shall be capable of supporting PC based

Soft phones"


Centre Solution, point no.c

vi. The call processing and signalling of

the offered system shall be based on

open standards.

Please clarify, what is meant by open standard

here

This implies that there should not be any

vendor /technology lock-in and shall

facilitate interoperability and data

exchange amongst various systems and

should comply with the 'Policy on Open

Standards for e-Governance ' of

Government of India


Centre Solution, point no.c

xi. The caller must be provided

announcement / music in case of

queue/delay until the call is answered.

If an agent is not available to handle a

call, the call must queue for the next

available agent.

Please clarify, music or tone in between call

queue can be used as a source of revenue

generation from advertisement with dignity of

the project or it will be provided from MOHFW.

No aspect of the call centre shall be used

as a source of revenue either through

advertisement or any other mode without

the prior written approval of MoHFW

10. Page no.23/ Clause 3.5.Other

Requirements of the Project

h) Support Services: i. Pantry

Services:, ii. Physical Security: ii.

Housekeeping

Please Clarify, can these services can be given

to other specified work agencies as facility

management, Housekeeping management

Yes, it can be sub-contracted. Please

refer clause 6.5.5. on page 32 of the Vol

1 of the RFP.

11. Page no.34/6.5.14.Format and

Signing of Bid

6.5.15.1. Enclosing of Bid, The bids

should be enclosed in envelopes as

under: sealed envelope A original and

sealed envelope B Duplicate

Please clarify, what is the purpose of having a

duplicate copy of bid as it is sufficient to have

an original copy of bid

It is for internal record and evaluation

purpose

12. Page no.74/9.7.8 SLA Metrics C.

PERFORMANCE

4 Feedback on Call Centre

Random calls will be made and SMS

may be forwarded to the beneficiaries

for seeking feedback

Please clarify, is there provision for sms

solution in this project or sms for feedback will

be done on MOHFW part

CSP needs to provide sms solution.


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clarification

Response of MoHFW

Performance

13. 3.2. Call Centre Solution xiii. Maintain 100% recording of calls

for a period of last 6 months. The

recording should contain detailed call

information, feedback of analysed calls,

updation in questionnaires etc.

SL% of 100% - No voice vendor can assure,

request relaxation here. Propose to change the

same to 95%

No change

14. 3.2. Call Centre Solution b) The first point of interaction will be

the IVRS menu. IVRS menu will provide

them the option to either talk with the

Call centre Agents or listen to pre-

recorded or live text-to-speech

messages.

On IVR playing the message, in case agent is

busy and playing any IVR/ voice message basis

text-to-speech message are 2 different

solutions. And it is a little costly solution, and

may not be required due to different language

dilates in India

No change. TTS is only in English and

Hindi language as mentioned on page 16

of Vol 1 of the RFP.

15. 3.2. Call Centre Solution c) iii. The CSP should have mechanism

for managing Business Continuity and

Disaster Recovery Plan in case of

disaster.

Need more clarity here, as setting up a

different DR site is a little expensive solution.

Having said the same, the Tech Solutions

includes system, IVR, Toll Free, Connectivity,

etc. do have Primary and Secondary for each

component in-place

Only DR site is required for keeping the

backup of data and application

executables.

16. 3. Scope of Work, Page # 10 The overall scope of work for Call

centre Service Provider (CSP) under

this RFP is to provide and operate a Call

centre in Delhi/ National Capital Region

for various programmes of MoHFW on

an outsourced model (hereafter

referred to as „Project‟). Some of the

key aspects of the project are as given

below:

1. What is the estimated timelines for

scalability and maximum requirement for PRI

and agents? 2. Please share the concurrent no.

of Application users / transactions

envisaged?For example, the scalability of call

centre would require increasing capacity

through IT (PRI, Bandwidth, Licenses etc.),

increasing real estate capacity (count of seats

and additional space for training, common area

etc.), increasing manpower (hiring of resources

and supervision). This will have time and cost

implication and hence for the CSP to

understand the maximum size required will

help in choosing the best and optimal solution.

Since there are different programs

/projects for which separate contract

shall be entered into by CSP, these

details may be discovered during the

course of the respective assignment

17. Volume 1, 9.1 Annexure

1:Prequalification Criteria, Page

46

The bidder (any member in case of

consortium) should have a fully

functional Call Centre facility with at

least 200 physical seats setup in Delhi

or National Capital Region as on date of

As per our understanding the services under

this project needs to be provided to multiple

northern states which may need to be extended

to the other states of India. We request you to

relax the requirement to operate from

No change


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clarification(s)

Points of

clarification

Response of MoHFW

submission of the bid Delhi/NCR and allow bidder to operate the call

centre from anywhere within north India.

Request MoHFW to relax the pre-qualification

criteria to the following

The bidder (any member in case of consortium)

should have a fully functional Call Centre

facility with at least 200 physical seats setup in

Delhi or National Capital Region North India as

on date of submission of the bid

18. Volume 1, 9.1 Annexure

1:Prequalification Criteria, Page

46

The bidder (each member in case of

consortium) should have a positive Net

Worth (Paid up Share Capital plus Free

Reserves after deducting accumulated

Losses / Fictitious Assets) for each of

the financial years 2013-2014, 2014-

2015 & 2015-16.

Request MoHFW to relax the pre-qualification

criteria to the following


consortium) should have a positive Net Worth

(Paid up Share Capital plus Free Reserves after

deducting accumulated Losses / Fictitious

Assets)as on 31st March 2017 for each of the

financial years 2013-2014, 2014-2015 & 2015-

16.

OR

The bidder (each member prime bidder in case

of consortium) should have a positive Net

Worth (Paid up Share Capital plus Free

Reserves after deducting accumulated Losses /

Fictitious Assets) for each of the financial years

2013-2014, 2014-2015 & 2015-16.

The clause may be read as "The bidder

(each member in case of consortium)

should have a positive Net Worth (Paid

up Share Capital plus Free Reserves after

deducting accumulated Losses / Fictitious

Assets), as on 31st March 2017"

19. 3.3. Human Resource

Requirement, Page # 17

Operational Resources - Call Centre

Agents (English & any regional

language)

(The requirement for regional language

will be provide to the CSP by MoHFW as

and when required

Please suggest the expected lead period to

provide Call Centre agents with fluency in

regional language and please provide the list of

all regional languages included as part of the

project.

The lead period will be 3 weeks from the

date or formal request.

22 languages to be considered will be as

per Eighth Schedule of Constitution:-

(1) Assamese, (2) Bengali, (3) Gujarati,

(4) Hindi, (5) Kannada, (6) Kashmiri, (7)

Konkani, (8) Malayalam, (9) Manipuri,

(10) Marathi, (11) Nepali, (12), Oriya,

(13) Punjabi, (14) Sanskrit, (15) Sindhi,


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Points of

clarification

Response of MoHFW

(16) Tamil, (17) Telugu, (18), Urdu (19)

Bodo, (20) Santhali, (21) Maithili and

(22) Dogri.

20. Sec 3, SCOPE OF WORK, clause

d, page no 10

The appointed CSP needs to add

various features through various modes

including inbound/ outbound/ IVRS /

SMS /e-mail etc.

Request MoHFW to specify the modes explicitly

please.

Shall be provided during the FRS/SRS

stage

21. Sec 3.2. Call Centre Solution,

clause a, page no 12

CSP shall migrate the existing data of

project with the solution developed by

the CSP.

Request MoHFW to share details of existing

data, the data is required for bidders effort

estimation.

Details shall be shared with the selected

bidder


clause a sub clause vi, page no

12

CSP will provide the requisite training

to the operational staff on the

developed application

Please specify the number of MoHFW staff to be

trained, frequency- if any, location and infra for

the same.

The training shall be arranged by CSP in

the call centre proposed for the project.

Further, the training may be required for

around 10 staff of MoHFW for each

program


clause c sub clause i, page no

13

MoHFW may depute its representative

for monitoring and evaluation of the

project. CSP will be responsible for

providing adequate physical seating

space to them

Please specify the number of representative

staff for whom physical seating space needs to

be provisioned.

This shall depend on the requirement of

respective programme division and hence

the respective contract. Accordingly a

line item for per seat cost for staff of

MoHFW to be placed in the call centre is

added in the amendment.

Thus the financial format (Annexure 5 of

Vol I of the RFP), Methodology of

calculation of Absolute Financial Quote

((Annexure 6 of Vol I of the RFP) ) and

Terms of Payment ( Clause 8 of Vol I of

the RFP) of the RFP are modified as

provided in Appendix 1, Appendix 2 &

Appendix 3 of this corrigendum,

respectively

24. 3.2. Call Centre Solution vii. CSP will define the Data Protection

Standards & get these approved by the

programme division and enforce the

same to ensure protection and

confidentiality of data.

If there are any specific Data Protection

rule/regulations needs to be adhered then

request MoHFW to please specify the details?

Various GOI standards as issued by MeitY

may kindly be referred.

25. 3.2. Call Centre Solution xiv. The developed solution must

provide advanced searching

What is the expected archival frequency and

coverage?

Will be defined during the FRS /SRS

stage


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Response of MoHFW

capabilities. The archived media will be

provided by the CSP to the programme

division.

26. 3.2. Call Centre Solution / F

/Page 10

All required cabling will be the

responsibility of the CSP. CSP has to

make the necessary arrangements for

providing authorized and secure

internet access for the project at the

proposed call centre locations.

We understand that CSP shall setup a single

Call solution location in Delhi-NCR region and

provide secured internet access at that location

only. Please confirm our understanding

The services will be managed by the CSP

from proposed call centre only.

27. 3.2. Call Centre Solution / G /

Page 10

Data Centre should have provision of

ISDN / lease lines connectivity and PRI

Lines dedicatedly for this project.

Network devices (Routers, Switch,

modem, PRI cards etc.) with dual

redundancy should also be managed by

the CSP.

Kindly advise if CSP needs to provide the

infrastructure services from Data Centre or

from call centre location provided by CSP?


from proposed call centre only.


Page 10







the CSP. The internet lease line / MPLS

provisioned by the CSP should maintain

99.99% monthly uptime. CSP has to

ensure the traffic which is flowing from

the proposed call centre site should be

encrypted using appropriate protocols

(such as HTTPS, IPSec etc.), algorithm

etc.

Please clarify if bidder can provide the call

centre solution over the public cloud to ensure

faster scalability of overall solution.

Please also share if you have any minimum

specification requirement for

hardware/software components on which call

centre solution will be hosted.


from the proposed call centre only.




meet the defined SLAs.


Page 10








Please clarify the method to calculate the

internet leased line/MPLS uptime as to

provision such a high uptime of 99.99%, bidder

has to provision more than one link and the

aggregate uptime of all the links should be

equal to or more than 99.99%. The premium

SLA offered for Internet lease line / MPLS by

The clause to be read as "Data Centre

should have provision of ISDN / lease

lines connectivity and PRI Lines

dedicatedly for this project. Network

devices (Routers, Switch, modem, PRI

cards etc.) with dual redundancy should

also be managed by the CSP. The


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Response of MoHFW







etc.

ISPs is 99.5%. Request MoHFW to please

revise the monthly uptime SLA for Internet

lease line / MPLS.

internet lease line / MPLS provisioned by

the CSP should maintain 99% monthly

uptime. CSP has to ensure the traffic

which is flowing from the proposed call

centre site should be encrypted using

appropriate protocols (such as HTTPS,

IPSec etc.), algorithm etc."


Page 10

The internet lease line / MPLS







etc.

1. Request to please confirm that the cost for

Internet lease line / MPLS will be borne by

MoHFW?

2. We understand that MoHFW shall provide

MTNL and other Telecom provider PRI lines as

per requirement at CSP's call centre location for

the project. Please confirm our understanding

The cost for the same shall be borne by

CSP.

31. 3.5. Other Requirements of the

Project/ Page 23

Call Centre Access Numbers (PSTN

lines): Programme division will either

provide its own Toll-Free numbers

based on the requirement or may ask

CSP for integration with the existing

number. In such a case, CSP will have

to map such toll-free numbers to the

PRI lines. CSP will ensure that these

lines will be accessible across India via

multiple telephony networks on a single

toll – free access number.

The accessibility of Toll free number from

multiple telephony networks is based on

arrangements between Telecom service

providers. CSP shall have no control on the

accessibility of the Toll free number from

multiple telephony networks. CSP request

MoHFW to procure Toll Free and PRI lines from

Telecom service provider with maximum

accessibility.

In case of inbound, a short code, toll free

or long code will be provided by the

MoHFW for the routing the call to the

CSP.

Outbound calls will be made from the PRI

lines provided by the MoHFW.

32. Volume 1, Section 1.1 Fact

Sheet, Clause "Evaluation

Method", Page 6

The proposal will be evaluated using

QCBS method as detailed out in clause

6.5.18 of this RFP

The clause 6.5.18 is silent on the QCBS matrix

and weightage. Please elaborate

Its QCBS and not CQCCBS thus no

weightages for technical and financials

are required.

33. Volume 1, Section 3. "Scope of

Work", Clause (a) Page 10

CSP will keep a provision to increase

and decrease seats in each shift and

timings of shift as per requirement of

the MoHFW. MoHFW would have the

right to vary quantities i.e., number of

seats and shift or both in the Call

centre, at the time of award of the

contract and subsequently at any time

We request MoHFW to provide details around

the percentage increase or decrease of seats in

each shift and timings of shifts, so that

appropriate estimations can be done. We also

request you to provide minimum seats required

for JSK project during the first year so that

appropriate effort estimation and subsequently

costing can be proposed as a part of this

These shall depend on the requirement of

respective programmes


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Response of MoHFW

during the contract period. project.


Work", Clause (b) Page 10

CSP will ensure the updating of the

FAQs bank on fortnightly-basis after the

validation by the MoHFW.

We assume domain expert shall be provisioned

by MoHFW. Please confirm if our understanding

is correct.

Please refer the said clause wherein it is

stated "The question bank developed by

the CSP will be validated by the

programme divisions before the rollout.

CSP may also be asked for identifying the

knowledge gaps for domain specific areas

and is expected to collaborate with the

domain experts appointed by MoHFW to

develop appropriate content as per the

requirement of the initiatives"


Work", Clause (g) Page 10




the CSP.

We request MoHFW to give flexibility to CSP for

provision of services and design the

infrastructure and network to meet the

Availability Service Levels as per Annexure 7

and relax the requirement of dual redundancy

clause from it.

No change

36. Volume 1, Section 3.1. "Call


Non-ICT Infrastructure", Clause

(c), Page 12

The call centre to be provided by the

CSP should be equipped with the

required non-IT infrastructure such as

access control system, CCTV cameras,

electricity, generator set, UPS, headsets

/ phones, air conditioning units,

electrical grounding, furniture and

fixtures, and any other civil

infrastructure required for the operation

of the project. CSP will record and

manage the availability of CCTV

recording, vice recordings access logs

for the last 6 months to MoHFW at any

point of time.

We request MoHFW to provide minimum

specification for different Non-IT infrastructure

components to ensure quality of services to the

different departments.




meet the defined SLAs.

37. Volume 1, Section 3.1. "Call


Non-ICT Infrastructure", Clause

(c), Page 12

c) The call centre to be provided by the

CSP should be equipped with the

required non-IT infrastructure such as

access control system, CCTV cameras,

electricity, generator set, UPS, headsets

/ phones, air conditioning units,

Please clarify, whether all programmes getting

added to CSP in future need to have separate

enclosed area with access control system

allowing only the respective staff of the

programme to access the programme facility or

CSP can use common area defined for MoHFW

The area may be common for all

programmes but should be logically

divided based on the seats required along

with required considerations of reduction

in sound /noise interference


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electrical grounding, furniture and

fixtures, and any other civil

infrastructure required for the operation

of the project. CSP will record and

manage the availability of CCTV

recording, vice recordings access logs

for the last 6 months to MoHFW at any

point of time.

related all programmes.

38. Volume 1, Section 3.3. Human

Resource Requirement, Page no

17

All other cost of these technical

resources including the maintenance of

the call centre application /solution and

the infrastructure shall be bundled in

the operational resource cost by the

CSP.

We request MoHFW to create an additional line

item under their financial forms (Annexure 5:

Contents and Format of Financial Bid 9.5.1) for

providing the cost of maintenance of call centre

application / solution which may include cost of

hardware/software warranty/AMC cost as a

separate line item. This will help to reflect the

actual cost of resources and other cost

separately. Also when new contracts will be

signed with CSP by other departments, costing

can be done more accurately.

No change

39. Volume 1, Section 3.5. Other

Requirements of the Project,

Clause e, Page 22

Access & Audit: MoHFW may depute an

agency or on its own carry out

inspection or audit of the call centre.

MoHFW may also depute an agency for

getting the application audit done on

security parameters. The observations

of these inspections & audits will be

incorporated by the CSP. Further

security audit of the web services for

sending and receiving the data from

CSP end will be the responsibility of the

CSP.

Please confirm the frequency and the scope of

audit.

Shall be decided and conveyed by

respective project / programme division

at the time of signing of the contract

40. Vol 1, pg. 10, 3 a MoHFW would have the right to vary

quantities i.e., number of seats and

shift or both in the Call centre, at the

time of award of the contract and

subsequently at any time during the

contract period.

We propose "Any changes in the number of

seats and shift or both in the Call centre needs

to be mutually agreed between the Parties and

in case of reduction of seats the cost related to

ramp down needs to be borne by the Client"

No change


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41. Vol 1, pg. 25, 4.2 e CSP may be asked to integrate with the

other existing or upcoming solution.

The web services for forward and

backward integration on account of

either party will be created by the

respective party for the exchange of

data

Integration to any new/upcoming solution shall

be intimated to CSP in advance and also the

cost related to the integration needs to be

borne by the Client.

No change

42. Vol 1, pg. 44, 8 b iii All taxes, duties etc. shall be payable

by the CSP. However, in case of change

or revision of service tax or its

equivalent in any new tax structure, the

payment will be made as applicable.

The documentary evidences for

payment of applicable tax structure will

be submitted by the CSP.

We propose, all the prices to be exclusive of

Taxes and the taxes need to be borne and paid

by the client based on actuals

No change

43. Vol 1, Pg. 11 Section 3.1 (iii &

iv)

Section 3.1 (iii & iv) - MoHFW will

provide additional PRI lines to the CSP

and MoHFW will provide unique PRI

lines for each programme,

section 3 (g) Data Centre should have

provision of ISDN / lease lines

connectivity and PRI Lines dedicatedly

for this project. Network devices

(Routers, Switch, modem, PRI cards

etc.) with dual redundancy should also

be managed by the CSP.

Section 3.1 (iii & iv) states that MoHFW will

provide additional PRI lines to the CSP and

MoHFW will provide unique PRI lines for each

programme, however section 3 (g) states that

Data Centre should have provision of ISDN /

lease lines connectivity and PRI Lines

dedicatedly for this project. Network devices

(Routers, Switch, modem, PRI cards etc.) with

dual redundancy should also be managed by

the CSP. Our understanding is that PRI lines

shall be provided by MoHFW, as and when

required during the scope of this RFP.

Yes PRI lines shall be arranged / provided

by the programme division of the

MoHFW.

44. Vol 1, Pg. 71 Section 9.6.3 Table for Cost of JSK Project Application

Development (Fj)

1. The cost of Technical resources in Fj is

already covered under Fa where resources for

JSK are covered in total resources as 20, 14, 7

and 5. It will duplicate the application

development resources and cost for JSK.2.

Does MoHFW want CSP to put the cost of

additional requirement of Technical resources in

Fj over and above the resources mentioned in

Fa? 3. What resources should be included in

table for Fj calculation 4. Form B has only 3

Annexure 6 is only for bid evaluation

purpose and the financial quotes need to

be provided by the bidder as per

Annexure 5


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resources for JSK Project Application

Development, however Step 3 of Section 9.6.3

resources for JSK has 4 resources type. Please

clarify

45. Vol 2, pg. 11, 3.2 General Please suggest in how many days(post

invoicing) the payment shall be made to the

CSP

Based on the acceptance and correctness

of the invoices along with documentary

proofs submitted by CSP and verified by

MoHFW

46. Volume 1, Page No. 5 9.2.10 Form 10: Format for Bank

Guarantee for EMD

Please provide an updated format for bank

guarantee for EMD.

The dates specified are dated to 2016

The format is provided in Annexure 2,

9.2.10, form-10 on page 54 of Vol 1 of

the RFP. 2016 therein needs to be read

as 2017

47. RFP Volume 1, Section 6.5.22.2

(b), Pg. 40

6.5.22.2 (b) Signing of Contract: The

contract shall be signed on all the

pages by the person(s) duly authorized

to bind the successful bidder to the

contract. The stamp of the organization

shall also be affixed on each page of

the contract. MoHFW may discuss

certain terms with successful bidder

before signing of the contract. The

bidder with whom the contract is signed

will be the „Call Centre Service Provider

(CSP).

As the terms of contract (provided in volume II

of the RFP) may need to be modified depending

on the final scope and terms and conditions

agreed, it is prudent that the terms be

discussed between the parties at the time of

signing the contract.

We request to modify this clause to read as

under:

Signing of Contract: The contract shall be

signed on all the pages by the person(s) duly

authorized to bind the successful bidder to the

contract. The stamp of the organization shall

also be affixed on each page of the contract.

MoHFW will discuss and finalize the terms of

the contract with successful bidder before

signing of the contract. The bidder with whom

the contract is signed will be the „Call Centre

Service Provider (CSP).

No change

48. RFP Volume II, Section 1.5.2.1,

Pg. No. 10

1.5.2.1 In the event of any dispute

relating to the meaning of any terms

and conditions which could not be

solved amicably by the parties, the

parties may refer the matter to the

It is requested that the appointment of

arbitrator be by mutual consent of parties.

No Change


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Arbitrator to be appointed by Client on

the request of either of the parties for

arbitration in consonance with the

provisions of the Arbitration and

Conciliation Act, 1996 (Act 26 of 1996)

on the designated reference in dispute.

All legal proceedings shall lie to the

jurisdiction of courts situated in New

Delhi.

49. RFP Volume II, Section 6.4.1,

Pg. No. 16

The CSP shall keep accurate and

systematic accounts, files and records

(„the Records‟). The Records shall

clearly identify, among other things,

the basis upon which invoices have

been calculated and the CSP shall keep

the Records throughout the duration of

this Contract following its termination.

To maintain the records in perpetuity will be an

ongoing and forever obligation of the CSP. We

request that the obligation to maintain the

records be for a period of 5 years following

termination or as required by law whichever is

higher.

The clause to be read as “The CSP shall

keep accurate and systematic accounts,

files and records („the Records‟). The

Records shall clearly identify, among

other things, the basis upon which

invoices have been calculated and the

CSP shall keep the Records until 5 years

from the closure of the contract or

termination of the contract.”

50. RFP Volume II, Section 6.5.1.4

Pg. No. 16

6.5.1.4 The aggregate liability of the

CSP to the Client, whether under the

contract, or otherwise, shall not exceed

the total contract value, provided that

this limitation shall not apply to any

obligation of the CSP to indemnify the

Client with respect to infringement of

intellectual property rights and the

liability as mentioned in GCC clause

7.3.2.

As the exclusion entailed in the clause will

defeat the purpose of limitation of liability and

make CSP's liability unlimited, we request that

the clause be modified to read as under:

The aggregate liability of the CSP to the Client,

whether under the contract, or otherwise, shall

not exceed the total contract value.

No change

51. RFP Volume II, Section 9.3, Pg.

No. 21

9.3 Termination for Convenience

Termination for Convenience: Client

reserves the right to terminate by prior

written notice, the whole or part of the

contract. The notice of termination shall

specify that termination is for Client's

convenience, the extent to which

performance of work under the contract

We request to have the clause modified to read

as under:

Parties reserves the right to terminate by prior

written notice of 60 business days to the other

party, the whole or part of the contract. The

notice of termination shall specify that

termination is for convenience, the extent to

which performance of work under the contract

No change


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is terminated and the date on which

such termination becomes effective.

is terminated.

52. RFP Volume 1, Section 9.7.8

SLA Metrics: Sr. No. 6 Call

Quality Analysis: Page no. 75

Measurement Method: Average Quality

Score = Sum of scores on the quality

form filled ÷ Number of calls heard.

Note: For every call heard by the

Supervisors / Medical Specialists /

Medical Counsellors (as the case may

be) it is mandatory that he / she should

fill the form as devised in the FRS/SRS

stage. MoHFW may validate some calls

along with CSP on the quality

parameter and deviation in score by 20

% will....

Request MoHFW to share the complete

measurement method for call quality analysis.

Details shall be provided during FRS/SRS

stage and it shall depend on the

respective project / programme

53. Page No-16, 3.2. Call Centre

Solution

Voice Logger- 100% automatic call

recording

In call recording pls confirm if screen recording

required or not. If yes then what is the %?

The scope is limited to voice recording

only.

54. Page No-13, 3.2. Call Centre

Solution

The CSP should have mechanism for

managing Business Continuity and


disaster.

Is there any location preference for BCP & DR

Pls confirm.

Only DR is required and it needs to be

located in India in a seismic zone

different to the DC.

55. Page 10.Clause 3(a SCOPE OF

WORK

CSP will keep a provision to increase

and decrease seats in each shift and

timings of

shift as per requirement of the MoHFW

Typically this is limited to plus/minus 15% per

month. Please confirm on quantum of increase

/ decrease per month

No change

56. Page 17 - Clause 3.3.(c) Manpower Need the manpower ratios. Alternatively the

total number of resources needed for following

positions:

- Supervisor

- Medical counsellor

- Medical specialist

- Application developer

- Content writer

- Any other supervisory resources like Trainer,

Quality Analyst, MIS specialist, etc.

Will be decided for each project or

programme separately

57. Page 44, Clause 8, Terms of

payment - periodic payment of

operations post go-live

Periodic payment for operation and

management after Go Live till the entire

duration of the project

Quarterly invoice ---- Request to review this

and change to monthly invoice as per industry

practice. All salaries are payable every month.

No Change


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Increase in payment cycle will require extra

working capital and thereby increase in the

pricing

58. General General Kindly allow a US company to participate in the

tender in consortium with Indian companies.

The turnover and other eligibility criteria may

be jointly met by the consortium.

No change

59. General General Would request you to give an extension by 2

weeks

Last date of bid submission has been

revised as 28th Nov, 2017 by 1530 hours.

60. Volume 1, 3.3, Page 17 Manpower- Agent Should be below 40

years of age

Matured People with experience have good

convincing skill specially women.

No change

61. Volume 1, 3.5, Page 23 Publicity: Any publicity of the project by

the CSP should be done only with the

prior written permission of the MoHFW.

Time duration not mentioned No change

62. Volume 1, 9.7.8, Page 75 SLA Metrics- Average call handling time AHT not defined for calculating Base line

metrics

AHT would differ based on the

requirement of Programmes / Projects

and shall be provided during FRS/SRS

stage as mentioned in the concerned SLA

in the RFP

63. Volume 1, 3, Page 10 e) CSP will keep a provision in the

system to forward some specific calls

from dialler / IVRS / agent to other

number or location as per the logic

provided by the MoHFW.

For forwarding specific calls to other location,

provision of DOT license from MoHFW is

required

These lines stand deleted and the revised

point (e) is to be read as "The appointed

CSP will ensure terminals including data

cabling, furniture / fixture (workstations /

cubicles / seats) for as per the provision

of a typical Call Centre. However, the

space should be adequate for the

deployed staff at an earmarked space

including provision of scale-up."

64. Volume 1, 3, Page 10 b)CSP may also be asked for identifying

the knowledge gaps for domain specific

areas and is expected to collaborate

with the domain experts appointed by

MoHFW to develop appropriate content

as per the requirement of the initiatives

Needs Clarification This is in reference to the knowledge

repository & FAQs which the CSP needs

to prepare using their own team /

experts. However CSP needs to interact

with domain experts appointed by

MoHFW for strengthening and finalizing

the knowledge repository

65. Volume 1, 9.5.3, Page 65 &

Volume 1, 5.1., Page 26

e) The above rates shall be fixed and

remain valid for the entire contract

ambiguity in clause 5.1 & 9.5.3 in price revision The clause may be read as "e)The above

rates along with the annual increment as


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period and extensions thereof if

provided by MoHFW.

specified in clause 5.1 of this RFP shall be

fixed and remain valid for the entire

contract period and extensions thereof if

provided by MoHFW."

66. Volume 1, 3, Page 10 Scope of Work Required More Clarification/ Is assistance will

be provided by MoHFW to develop initial

Question Bank

Initial draft need to be prepared by CSP

and then discuss and finalise the same

with domain experts of MoHFW

67. Volume 1, 9.7.8, Page 73 QUESTION BANK / CONTENT

CREATION-

what will be scoring for the quarter Incase of

No new Queries received .Contact Details of

MoHFW for Approval of QUESTION BANK /

CONTENT CREATION-

It shall be considered as 100% i.e. score

of 15 shall be allocated

68. Volume 1, 9.7.8, Page 73 Percentage Availability of Manpower:90

days and 6 holidays

Required More Clarification It‟s self-explanatory. Please refer page

73 & 74 of Vol I of the RFP where the

same has been explained with an

example also

69. Volume 1, 3.3, Page 17 Manpower- Supervisor Post-Graduation or Graduation with Experience

should be consider

The clause to be read as "At least

Graduate with minimum 3 years of

experience in call centre and minimum 1

year of experience in supervising call

centre operations"

70. Volume 1, 3, Page 10 Scope of Work-CSP will keep a

provision to increase and decrease

seats in each shift and timings of shift

as per requirement of the MoHFW.

Minimum 6 Weeks of Notice Required for

Agents and for the rest 8 Weeks

The required increase should be made

effective by CSP within 3 weeks from the

date of intimation by MoHFW and the

required decrease in seats should be

made effective by CSP within 4 weeks

from the date of intimation by MoHFW

71. Volume 1, 9.7.8, Page 74 Performance- Feedback on call centre

performance

Mechanism of SMS for feedback for Call centre

performance to be defined

This shall be defined during the FRS

stage for the respective programmes /

projects

72. Volume 1, 9.7.8, Page 74 Project Environment Criteria for project site environment rating for

FRS /SRS

As mentioned in the concerned SLA in

the RFP, the same shall be defined during

the FRS /SRS stage for the respective

programs

73. Volume 1, 9.7.8, Page 75 D. Agent occupancy rate-45 mins/ Hour Is it based on Inbound call Flow or other. When

call volume is less, how to evaluate

If such situation arises, CSP needs to

bring the same to the notice of MoHFW

so that the required decision / changes

may be taken


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74. Volume 2, 9.1, Page 17 7.2.2.2 for one year following the

expiry or termination of the contract,

valid and enforceable insurance policies

(if relevant),

Needs Explanation The validity of insurance should be till

one year from expiry or termination of

the contract

75. Volume 1, 3, Page 10 Scope of Work- d) Emails Standard Format will be provided from

MoHFW

The draft of the same need to discussed

and finalised by CSP with MoHFW

76. Term of Payment Quarterly payment what is the time line to release the payment,

on monthly basis considered

No change

77. Volume 1, 9 Annexures:

9.1. Annexure 1:

Prequalification Criteria Page

No. 45. Sr. No. 3


consortium) should be registered in

India under Companies Act 1956 / 2013

(as amended from time to time) for a

period of at least 3 years from the date

of submission of the bid

To leverage global best practices/ experience

and capabilities, Request MoHFW to change the

pre-qualification criteria to below.

The bidder (each member prime bidder in case

of consortium) should be registered in India

under Companies Act 1956 / 2013 (as

amended from time to time) for a period of at

least 3 years from the date of submission of

the bid.

No change


9.1. Annexure 1:


No. 46 Sr. No. 8


consortium) should have a fully

functional Call Centre facility with at

least 200 physical seats setup in Delhi

or National Capital Region as on date of

submission of the bid

Request MoHFW to change the pre-qualification

criteria to below.


should have a fully functional Call Centre

facility with at least 200 physical seats setup in

Delhi or National Capital Region India / Abroad

as on date of submission of the bid

No change


9.1. Annexure 1:


No. 46 Sr. No. 8

Proof Required: An undertaking from

the Authorized Signatory of the firm,

certifying the same as per form 5 of

Annexure 2 of this RFP. Along with a

copy of a valid OSP license

Request MoHFW to change the proof required

criteria to below.

An undertaking from the Authorized Signatory

of the firm, certifying the same as per form 5 of

Annexure 2 of this RFP. Along with a copy of a

valid OSP license / equivalent license as

applicable

No change


9.1. Annexure 1:



consortium) should have successfully

completed a similar call centre project


criteria to below.

No change


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No. 46 Sr. No. 9 of value not less than INR 40 lakhs or

two similar call centre projects of value

not less than INR 25 lakhs, within the

last 5 years in India as on date of

submission of the bid.

Note: One year of successful operations

of a call centre will also be considered

as completed for the purpose of

evaluation under this criteria.


should have successfully completed a similar

call centre project of value not less than INR 40

lakhs or equivalent value in foreign currency or

two similar call centre projects of value not less

than INR 25 lakhs or equivalent value in foreign

currency, within the last 5 years in India /

Abroad as on date of submission of the bid.

Note: One year of successful operations of a

call centre will also be considered as completed

for the purpose of evaluation under this

criteria.


9.1. Annexure 1:


No. 46 Sr. No. 9

Proof Required: Details of the

assignments as per form 6 of Annexure

2, along with the copy of work order

and certificate of completion or one

year of successful operation issued by

the Client / self-certificate attested by

the authorized signatory of the bidder


criteria to below.

Details of the assignments as per form 6 of

Annexure 2, along with the copy of work

order/engagement document or equivalent and

certificate of completion / engagement

document or equivalent or one year of

successful operation issued by the Client / self-

certificate attested by the authorized signatory

of the bidder.

In addition, for furnishing experience

certificate, Bidder may also use credentials of

its affiliates/subsidiaries/sister concern/ parent

entity (India and/or overseas).

No change

82. Volume 1, 9 Annexures: 9.1.

Annexure 1: Prequalification

Criteria Page No. 46 Sr. No. 10


consortium) should have experience in

operating at least one call centre

project of 40 seats in India for a

duration of at least one year, within the

last 5 years from the date of



criteria to below.The bidder (any member in

case of consortium) should have experience in

operating at least one call centre project of 40

seats in India / Abroad for a duration of at least

one year, within the last 5 years from the date

of submission of the bid.

No change


9.1. Annexure 1:




criteria to below.

No change


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No. 46 Sr. No. 10













of the bidder.






9.1. Annexure 1:


No. 46 Sr. No. 11

As on the date of submission of the bid,

Bidder (each member in case of

consortium) should not have any

undisputed statutory liability

outstanding for more than 6 months

from the date such dues had become

payable for payment.


criteria to below.

As on the date of submission of the bid, Bidder

(each member prime bidder in case of

consortium) should not have any undisputed

statutory liability outstanding for more than 6

months from the date such dues had become

payable for payment.

No change


9.1. Annexure 1:


No. 47 Sr. No. 13

Bidder (each member in case of

consortium) should not have withdrawn

from similar government projects or

should not have any contract

termination from similar project with

Govt. of India / State Govt. /Govt.

Agencies in the last 3 years from the

date of submission of the bid.


criteria to below.

Bidder (each member prime bidder in case of

consortium) should not have withdrawn from

similar government projects or should not have

any contract termination from similar project

with Govt. of India / State Govt. /Govt.

Agencies in the last 3 years from the date of


No change


9.3. Annexure 3: Technical

Evaluation Criteria Page No. 58

Sr. No. 8


consortium) should have experience in

operationalization of call centre solution

with integrated CRM, IVRS, CTI, Voice

Logger etc. within the last 5 years in

Request MoHFW to change the technical

evaluation criteria to below.


should have experience in operationalization of

No change


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India from the date of submission of

the bid.

call centre solution with integrated CRM, IVRS,

CTI, Voice Logger etc. within the last 5 years in

India / Abroad from the date of submission of

the bid.


9.3. Annexure 3: Technical

Evaluation Criteria Page No. 58

Sr. No. 9









criteria to below.








of the bidder.





No change

88. General We understand the desire of the Ministry to

consolidate multiple small call centres across

various outreach and health programs that

currently span many locations and vendors

across the nation. We believe an efficiently run

and consolidated Contact Centre would also

have the ability to deliver further efficiencies

over time, as well as easily provide contact

centre services for new programs and

initiatives. In this context, we request MoHFW

to consider the following changes/observations:

• We believe that any new consolidated setup

should truly be a Multi-Channel Contact Centre

(including SMS, WhatsApp, e-mail, Web based

Chat, IVR etc.) instead of just a call centre• We

also believe the interests of the RFP are better

served by partners with capability to deliver the

No change


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following. We request these be considered as

part of technical qualification, or even in a full

QCBS model:o Ability to deploy mHealth Apps

and micrositeso Proactive outreach using SMS

and WhatsApp o Ability to deploy Sophisticated

Chatbots which can help increase penetration

within beneficiaries without linear increase in

headcount With our ability to and history of

year on year optimization of call handling

greater than 10%, we request MoHFW to

modify the RFP to incentivize these efficiencies.

89. Pg 10 Scope of work para (g) Data Centre should have provision of


Lines dedicatedly for this project

We request Ministry to provide minimum

number of Channels that needs to be given

based on anticipated volume of incoming and

outgoing calls. Also the minimum bandwidth in

Mpls. This is to ensure uniformity of Telecom

BOQ

PRI lines shall be provided by MoHFW

90. Pg 10 Scope of work para (g) The internet lease line / MPLS


99.99% monthly uptime

To provide 99.99% uptime for data links that

too on monthly basis; it is suggested that

bidder gives bandwidth from 2 different Telco's

The uptime to be read as 99%.

91. Pg 11 3.1 Call centre Infra For JSK, MoHFW already has a toll free

number 1800116555 from MTNL. The

same would need to be configured by

the CSP for JSK calling operations at

the call entre to be proposed by the

CSP. The payment to the Telecom

Service Provider (TSP) shall be done by

MoHFW and the mechanism of inbound

& outbound call shall also be defined by

MoHFW.

For a project of national importance we suggest

that bidder also proposes an additional Toll free

number from another telco. This would ensure

load balancing, redundancy, routing etc.

without adding to cost for MOHFW. The actual

recurring is anyways be paid by the ministry.

Its upto the bidder to decide inline with

the requirements of the RFP

92. Pg 13 3.2 Call Centre Solution

column C para (iii)

The CSP should have mechanism for

managing Business Continuity and


disaster.

If the ministry expecting BCP/ DR call centre in

another location? Will bidder be allowed to

propose an additional Toll free number from

another telco? This would ensure load

balancing, redundancy, routing etc. without

adding to cost for MOHFW. The actual recurring

is anyways be paid by the ministry.

Its upto the bidder to decide inline with

the requirements of the RFP


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93. Pg 11 Call Centre Infra Para iv MoHFW will provide unique PRI lines for

each programme.

To reduce footprints of PRI; pl allow bidder to

also propose SIP based channel which are

being deployed in many government and PSU

call centre projects too.

PRI lines are being provided for the

project as mentioned in the RFP

94. Page no.74/9.7.8 SLA Metrics C.

PERFORMANCE

4 Feedback on Call Centre

Performance

Random calls will be made and SMS

may be forwarded to the

beneficiaries for seeking

feedback

Please clarify, is there provision for sms

charges need to bundle with call centre cost.

The bidder needs to quote the cost for

outbound sms i.e. sms sent for the

project. For the number of sms to be

sent prior approval and details shall be

taken from MoHFW in writing. Please

refer Appendix to this corrigendum for

revised formats.

95. Page 11, 3.1 a Call centre space including ICT and

non-ICT infrastructure

As per the requirement of the RFP, the service

provider shall have fully functional call centre in

Delhi/NCR. However, we request you to kindly

clarify for either of the locations as there shall

be a discrepancy in overall cost of the project

from various bidders based on the proposed

location. Also for the ease of communication

and management by MOHFW, we suggest the

call centre activities from Delhi location.

No Change

96. Page 43, 7.2.a Penalties We request for reconsideration of the clause for

overall penalty capping of 10% quarterly.

No Change

97. Page 44, 8.a.1 Terms of payment We would request clarity on whether the CSP

needs to provide cumulative application

development cost or cost of approved deployed

technical resources. We suggest payments

based on cumulative application development

cost as deploying the technical resources only

for phase of development would be a challenge

for CSP

It‟s clearly mentioned on page 44 of the

RFP. Cumulative development cost is

applicable for JSK for which the quotes

are to be provided by the bidder in the

required financial format. For other

programmes based on the discovered

rates, cost needs to be ascertained as

and when the requirement arises.

98. Page 44, 8.a.2 Periodic payments We would request for reconsideration in the

clause for monthly payments

No Change

99. Page 45 Annexure 1: Pre-qualification criteria We would request for consideration of financial

year 2016-17 for calculation on average annual

turnover for past three years

The financial years in the following

criteria and clauses are to be read as

2014-2015, 2014-2016 & 2016-2017

instead of 2013-2014, 2014-2015 &

2015-2016:


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1) Clause 9.1. Annexure-1: Pre-

qualification criteria -S.No. 4, 5 & 6

2) Clause 92.4.1-FOrm 4.1, clause

9.2.4.2-Form 4.2, clause 9.2.4.3-Form

4.3

3) Clause 9.3.Annexure 3: Technical

Evaluation Criteria- S.No. A.1., A.2.&

A.3.

100. Page 45, 9.1.4.a Annexure 1: Pre-qualification criteria We request for reduction on annual turnover

from 20 to 5 crores for facilitation participation

from bidders

The criteria to be read as "The bidder

(prime bidder in case of consortium)

should have:

a. An average annual turnover of at least

INR 10 Crores during the financial years

2014-2015, 2015-16 & 2016-17

b. An average annual turnover of at least

INR 5 crores from IT or Information

Technology enabled Services (ITES),

during the financial years 2014-2015,

2015-16 & 2016-17"

101. Page 45 Annexure 1: Pre-qualification criteria We request for reconsideration of clause 4b 5 &

6 as we have various unique projects with the

collective scope of providing IT/ITES, call

centre as well as software development

services. Regarding the same we request for

consideration of the overall cost of the project.

We can also submit the client certificate based

on the completion of work duly audited and

certified by CA.

No Change

102. Scope Page No 11, 3.1. Call Centre space

including ICT & Non-ICT Infrastructure;

ii. Hardware & Software Infrastructure:

Is the client looking for basic 2-3 Level IVR?

Kindly share complete IVR flow along with

action points at each nodes

As mentioned in RFP clause 3.2 point a

(i) "The CSP shall interact with the key

officials of programme division or any of

its nominated agency for understanding

the requirements for the development of

solution. The CSP shall document the

functional requirements and get it signed

off from the programme division."

103. Scope Page No .12 3.2. Call Centre Solution Please confirm the % language breakup of The bidder has to have a mix of staff able


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English and Hindi?

How many concurrent IVR port need for TTS?

to speak English and Hindi fluently.

Shall be provided during the FRS/SRS

stage



ii. Hardware & Software Infrastructure:

How much storage client is looking for? Bidder has to assess the same based on

their solution proposed by them.



(iv)

The CSP may need to integrate with different

TSPs with the same dialer / or may use

multiple dialers for managing multiple projects

of the MoHFW.

Is there a requirement to integrate IVR/CTI

with any Client or 3rd party applications? What

would be the mechanism and order of such

integration?

The bidder may need to integrate with

3rd party applications in future. The

requirements for the same will be

provided by the MoHFW then. Bidder has

to keep the provision of integration in

their system.

106. Scope Page No 12 3. Scope of work, g Data Centre should have provision of ISDN /

lease lines connectivity and PRI Lines

dedicatedly for this project. Network devices

(Routers, Switch, modem, PRI cards etc.) with

dual redundancy should also be managed by


provisioned by the CSP

Please specify the overall Mpls Bandwidth to be

consider to connect to client DC & DR (if

available).

Please clarify who will be providing the WAN

components (router, firewall, etc.) at client's

data centres; Vendor or client?

Bidder has to assess the same based on

the solution proposed by them.

107. General General Do the agents require any licensed applications

like MS office, etc. for BAU?

Bidder has to assess the same based on

their solution proposed by them. MoHFW

doesn‟t expect call centre agents to work

on these tools.

108. Scope 3.2. Call Centre Solution, Clause (d)

S.No. 1 Customer Relationship

Management (CRM) solution, Page No

14

The customised CRM should be a web based

solution with seamless integration to the other

tools such as IVRS, CTI, SMS gateway etc.

Our CRM solution is a home grown solution

using the .NET Platform and MS SQL as

backend. Is such a solution acceptable?

The CRM should meet the requirement of

the MoHFW envisaged in the RFP.

Web chat, Website self-service, Social

Media is not envisaged in the scope of

RFP.


of 38

S.

No.



number(s)]


clarification(s)

Points of

clarification

Response of MoHFW

Will CRM require to manage inbound SMS as a

channel for contact?

Will CRM require to manage inbound Email as a

channel for contact?

Please indicate if any other channels like Web

chat, Website self-service, Social Media need to

be handled via this CRM?

109. It should have mechanism to integrate

for fetching data for validation and

pushing back the validated data.

Will this require system integration with

MoHFW systems? If Yes please indicate number

of systems where integration will be required?

Please indicate desired methodology for

integration i.e. Web-services, API's?

It is assumed here that MoHFW will provide the

required Web-services/API's else will provide

necessary technical support and documentation

for development of the same.

How will MoHFW provide us data for outbound

calling? File Transfer Via SFTP OR system

integration with MoHFW system

Will this data require DNC scrubbing?

At most one for each programme initially.

The web-services of respective sides will

be developed by the respective vendor.

Through web services or other

mechanism as deemed fit by the MoHFW.

110. General General Complete management of service sets for both

incoming and outgoing calls

111. 3.4. Operational Requirement of the

Call Centre, b) Calling operations, ii)

Inbound Calls, Page No. 20

Inbound Calls: Call centre Agents will act as a

first point of contact. The agents will resolve

the queries of the callers. The caller may be

calling on toll free no or short code of MoHFW

as the case may be. CAs will provide complete

and accurate information as approved by the

MoHFW to the caller. In case the Call centre

Agent is unable to resolve the caller's query,

the call needs to be referred to the medical

counsellor / specialist in conference mode. The

medical counsellor / specialist will assist the

agent in providing resolution to the caller. In

case the medical counsellor / specialist is also

not able to resolve the query, the call centre

will arrange a call back to the caller within 7

It is our understanding here that a

ticketing / escalation management

system will be required here for

escalations of cases where Call centre

Agent is unable to resolve caller query.

The medical counsellor / specialist will be

a part of the contact centre team.


of 38

S.

No.



number(s)]


clarification(s)

Points of

clarification

Response of MoHFW

calendar days if the question is within the

scope of the project.

112. The bidder (prime bidder in case of

consortium) should have:

1. a. An average annual turnover

of at least INR 10 Crores during the

financial years 2013-2014, 2014-2015

& 2015-16.

2. b. An average annual turnover

of at least INR 5 crores from IT or

Information Technology enabled

Services (ITES), during the financial

years 2013-2014, 2014-2015 & 2015-

16.

Please revise this to clause:

The bidder (prime bidder in case of consortium)

should have:

1. a) An average annual turnover of at

least INR 4 Crores during the financial years

2014-2015, 2015-16 and 2016-2017.

2. b) An average annual turnover of at

least INR 2 crores from IT or Information

Technology enabled Services (ITES), during the

financial years 2014-2015, 2015-16 and 2016-

2017.

The criteria to be read as "The bidder

(prime bidder in case of consortium)

should have:

a. An average annual turnover of at least

INR 10 Crores during the financial years

2014-2015, 2015-16 & 2016-17

b. An average annual turnover of at least

INR 5 crores from IT or Information

Technology enabled Services (ITES),

during the financial years 2014-2015,

2015-16 & 2016-17"

113. The bidder (each member in case of


India under Companies Act 1956 / 2013

(as amended from time to time) for a

period of at least 3 years from the date

of submission of the bid

Please revise this to clause:

Please allow Sole Proprietorship firms or

Partnership firms to participate in this tender,

as these are also legal form of business.

The pre-qualification criteria of the RFP is

modified as provided in Appendix 4 of

this corrigendum.

Reply to queries for RFP for “Selection of Call-centre Service Provider (CSP) on

Outsourced model” for Ministry of Health & Family Welfare (MoHFW), (GoI)

of 38

Appendix 1: Contents and Format of Financial Bid

1.1. Form A: Financial Format for Monthly Rate per person

The bidder is required to quote the monthly rates for each of the resources (operational

& technical) along with their shifts and shift timings. MoHFW or its divisions based on the

requirement of the project will sign a contract with the bidder. The requirement of the

project will be assessed by the CSP. Based on the assessed requirement, MoHFW will

validate the same and accordingly sign a contract with the CSP. The payment to the CSP

will be made based on the operational manpower approved by the MoHFW and the rates

quoted by the CSP. The technical manpower will be analysed by the CSP based on the

approved rates and submitted to the MoHFW. The payment to the CSP will be made

based on the technical manpower approved by the MoHFW. The process will be followed

for all the project of the MoHFW subsequently signed under this RFP.

The contract will initially be signed for the JSK project and subsequently based on the

provisions of the RFP other programme may on-board by using this RFP for availing the

services for CSP based on the rates quoted by the approved bidder (i.e. CSP).

The table below provides the format for providing monthly rates for each of the

resources (operational & technical) along with their shifts and shift timings as applicable.

These rates as quoted by the bidder would be used by the programme divisions of

MoHFW for deployment of required resources for operations and technical aspects at the

call centre proposed by the bidder for the execution of the respective projects of the

programme divisions of MoHFW.

S

No Resource type Shifts & Shift Timings

Monthly

Rate per

person

for each

shift,

exclusive

of taxes

(in INR)

(A)

Taxes

(in INR)

(B)

Total Rate

inclusive of

Taxes (in INR)

(C) = (A + B)

A Operational Resources

1 Supervisor

One general shift (9:00

hours to 18:00 hours)

Two shifts in a day of

eight hour each (07:00

hours to 15:00 hours and

15:00 hours to 23:00

hours)

Three shifts in a day of

eight hour each i.e24 X 7

(06:00 hours to 14:00

hours, 14:00 hours to

22:00 hours and 22:00


2 Medical

Counsellor






15:00 hours to 23:00

hours)



(06:00 hours to 14:00


22:00 hours and 22:00


3 Medical

Specialist






15:00 hours to 23:00

hours)



of 38

S

No Resource type Shifts & Shift Timings

Monthly

Rate per

person

for each

shift,

exclusive

of taxes

(in INR)

(A)

Taxes

(in INR)

(B)

Total Rate

inclusive of

Taxes (in INR)

(C) = (A + B)



(06:00 hours to 14:00


22:00 hours and 22:00


4

Call Centre

Agent (Hindi

& English)






15:00 hours to 23:00

hours)



(06:00 hours to 14:00


22:00 hours and 22:00


5

Call Centre

Agent (English

& Regional

Language)






15:00 hours to 23:00

hours)



(06:00 hours to 14:00


22:00 hours and 22:00


B Technical Resources

6 Application

Developers

To be managed by the

CSP

7 Database

Administrators


CSP

8 Business

Analyst


CSP

9 Content

Writer


CSP

9 Content

Translator


CSP

Note:

a) The day the first project of any programme division of MoHFW is awarded (Letter

of award is issued to the CSP), would be taken as the start date for the prices

quoted above i.e. these rates would form the base price. Beyond this base year,

an annual increment of 10% would be applicable on the base rates quoted by the

bidder. This would be used in determining the value of the respective projects as

and when they are initiated as well as any additional requirement taken up during

the period of contract.

b) In case of two shifts in a day and three shifts in day, the monthly rate per person

for each shift should be quoted as an average rate per person per shift

irrespective of the timings of shift.

1.2. Form B: Financial Format for Application Development Cost for JSK Project

Table below provides the format for providing the application development cost for the



of 38

JSK project under this RFP wherein CSP would be required to operate the call centre on

outsourced and turnkey basis for the requirements of JSK Programme division as

provided in this RFP. For JSK this cost and cost for operational resources (as required by

MoHFW) shall form the contract value for JSK.

S No Resource type

Efforts

in

number

of

Person

Months

(m)

Rates should be same as quoted in

Form A: Financial Format for

Technical Resources Total

Rate

inclusive

of Taxes

(in INR)

(G) =

(m) X

(F)

Monthly

Rate per

person

exclusive

of taxes(in

INR)

(D)

Taxes (in

INR)

(E)

Monthly

Rate

inclusive of

Taxes (in

INR)

(F) = (D +

E)

C JSK Project Application Development

1 Application

Developer

2 Database

Administrator

3 Business Analyst

Note:

Rates quoted above should be same as quoted in Form A: Financial Format. In case

of discrepancy in the rates quoted here and the rates quoted in Form A: Financial

Format, the rates as quoted in Form A: Financial Format would prevail for all

contractual maters.

1.3. Form C: Financial Format for Monthly Rate per Seat for MoHFW Staff

Table below provides the format for providing the monthly rates per seat in any of the

shift for MoHFW staff to be deployed /posted in CSP‟s proposed call centre.

S No

Monthly Rate per Seat

for each shift for

MoHFW staff,

exclusive of taxes (in

INR)

(H)

Taxes (in INR)

(I)

Total Rate inclusive of Taxes

(in INR)

(J) = (H + I)

Note:

a) The day the first project of any programme division of MoHFW is awarded (Letter

of award is issued to the CSP), would be taken as the start date for the prices

quoted above i.e. these rates would form the base price. Beyond this base year,

an annual increment of 10% would be applicable on the base rates (i.e. per seat

rate) quoted by the bidder. This would be used in determining the value of the

respective projects as and when they are initiated as well as any additional

requirement taken up during the period of contract.

1.4. Form D: Financial Format for Outbound SMS Rate

Table below provides the format for providing the rates for outbound sms i.e. sms sent

for the project.

S No

Rate per outbound

sms, exclusive of

taxes (in INR)

(K)

Taxes (in INR)

(L)

Total Rate inclusive of Taxes

(in INR)

(M) = (K + L)

Key considerations on the financial format (i.e. form A, form B, form C & form D as

provided above)

a) The prices or the rates quoted above should include all charges incurred by

the bidder for providing the services as mentioned in this RFP.

b) In case of any change or revision of service tax or its equivalent in any new

tax structure by the Government of India, the payment will be made as



of 38

applicable. The documentary evidences for payment of applicable tax

structure will be submitted by the bidder.

c) The Mandatory taxes / duties etc. as applicable shall be deducted by MoHFW.

d) No deviations from the above financial formats will be accepted, by the

MoHFW.

e) The above rates shall be fixed and remain valid for the entire contract period

and extensions thereof if provided by MoHFW.

f) Conditional rates /quotes will not be accepted and may lead to rejection of the

bid.

Signature of the bidder_____________________

Address_____________________

Date: _____________________________

Place:_______________________________



of 38

Appendix 2: Methodology for calculation of Absolute Financial Quote (Fb)

This section provides the methodology for calculation of „Absolute Financial Quote (Fb)‟,

which will be used only for the purpose of evaluation of financial bids which have

qualified the technical bid evaluation stage. This methodology is a 4 step process as

given below:

1.1. Step 1: Estimation of Total Person Requirement (n)

For calculation of Fb, an indicative number of resources required for each programme

and in total is provided in the table below for first year.

S

N

o

Resource

type

Shifts & Shift

Timings

Indicative Person Requirement in First Year

JS

K

Kilkari &

Mobile

Academ

y

Adolescent

Health

Other

Program

mes of

MoHFW

Total

(n)


1 Supervis

or

One general shift

(9:00 hours to

18:00 hours)

2 1 1 10 14

Two shifts in a day

of eight hour each

(07:00 hours to

15:00 hours and

15:00 hours to

23:00 hours)

10 10

Three shifts in a day

of eight hour each

i.e24 X 7 (06:00

hours to 14:00

hours, 14:00 hours

to 22:00 hours and

22:00 hours to

06:00 hours)

10 10

2

Medical

Counsello

r

One general shift

(9:00 hours to

18:00 hours)

1 1 5 7

Two shifts in a day

of eight hour each

(07:00 hours to

15:00 hours and

15:00 hours to

23:00 hours)

3 3


of eight hour each

i.e24 X 7 (06:00

hours to 14:00

hours, 14:00 hours

to 22:00 hours and

22:00 hours to

06:00 hours)

2 2

3 Medical

Specialist

One general shift

(9:00 hours to

18:00 hours)

1 1 2 4

Two shifts in a day

of eight hour each

(07:00 hours to

15:00 hours and

15:00 hours to

23:00 hours)

1 1


of eight hour each

i.e24 X 7 (06:00

hours to 14:00

hours, 14:00 hours

to 22:00 hours and

22:00 hours to

06:00 hours)

1 1



of 38

S

N

o

Resource

type

Shifts & Shift

Timings

Indicative Person Requirement in First Year

JS

K

Kilkari &

Mobile

Academ

y

Adolescent

Health

Other

Program

mes of

MoHFW

Total

(n)

4

Call

Centre

Agent

(Hindi &

English)

One general shift

(9:00 hours to

18:00 hours)

12 4 12 18 46

Two shifts in a day

of eight hour each

(07:00 hours to

15:00 hours and

15:00 hours to

23:00 hours) 10

10


of eight hour each

i.e24 X 7 (06:00

hours to 14:00

hours, 14:00 hours

to 22:00 hours and

22:00 hours to

06:00 hours) 10

10

5

Call

Centre

Agent

(English

&

Regional

Language

)

One general shift

(9:00 hours to

18:00 hours)

6 8 14

Two shifts in a day

of eight hour each

(07:00 hours to

15:00 hours and

15:00 hours to

23:00 hours)

8 8


of eight hour each

i.e24 X 7 (06:00

hours to 14:00

hours, 14:00 hours

to 22:00 hours and

22:00 hours to

06:00 hours)

8 8


6

Applicatio

n

Develope

rs

To be managed by

the CSP

4 4 4 8

20

7

Database

Administr

ators

To be managed by

the CSP 2 2 2 8 14

8 Business

Analyst

To be managed by

the CSP 1 1 1 4 7

9

Content

Writer /

Content

Translato

r

To be managed by

the CSP 1 1 1 2 5

1.2. Step 2: Deriving Total Person Months Cost (Fa)

The total person requirement as calculated in step 1 will be multiplied with the months of

deployment and the monthly rate per person (exclusive of taxes) as quoted by the

bidder in their financial bids as per the format provided in „Form A: Financial Format for

Monthly Rate per person‟ to derive „Total Person Months Cost (Fa)‟ as given in table

below:



of 38

S No Resource

type

Shifts & Shift

Timings

Total

Indicativ

e Person

Require

ment in

First

Year (n)

Number

of months

of

deployme

nt in First

Year (p)

Monthly Rate

per person

(in INR) as

quoted by

bidder

(exclusive of

taxes)

(A)

Total Person

Months Cost

(Fa) (in INR)

(exclusive of

taxes)

(B )=(n) x

(p) x (A)


1 Supervis

or

One general

shift (9:00

hours to 18:00

hours)

14 12 As quoted by

the bidder

Two shifts in a

day of eight

hour each

(07:00 hours to

15:00 hours

and 15:00

hours to 23:00

hours)

10 12 As quoted by

the bidder

Three shifts in a

day of eight

hour each i.e24

X 7 (06:00

hours to 14:00

hours, 14:00

hours to 22:00

hours and

22:00 hours to

06:00 hours)

10 12 As quoted by

the bidder

2

Medical

Counsell

or

One general

shift (9:00

hours to 18:00

hours)

7 12 As quoted by

the bidder

Two shifts in a

day of eight

hour each

(07:00 hours to

15:00 hours

and 15:00

hours to 23:00

hours)

3 12 As quoted by

the bidder

Three shifts in a

day of eight

hour each i.e24

X 7 (06:00

hours to 14:00

hours, 14:00

hours to 22:00

hours and

22:00 hours to

06:00 hours)

2 12 As quoted by

the bidder

3

Medical

Specialis

t

One general

shift (9:00

hours to 18:00

hours)

4 12 As quoted by

the bidder

Two shifts in a

day of eight

hour each

(07:00 hours to

15:00 hours

and 15:00

hours to 23:00

hours)

1 12 As quoted by

the bidder



of 38

S No Resource

type

Shifts & Shift

Timings

Total

Indicativ

e Person

Require

ment in

First

Year (n)

Number

of months

of

deployme

nt in First

Year (p)

Monthly Rate

per person

(in INR) as

quoted by

bidder

(exclusive of

taxes)

(A)

Total Person

Months Cost

(Fa) (in INR)

(exclusive of

taxes)

(B )=(n) x

(p) x (A)

Three shifts in a

day of eight

hour each i.e24

X 7 (06:00

hours to 14:00

hours, 14:00

hours to 22:00

hours and

22:00 hours to

06:00 hours)

1 12 As quoted by

the bidder

4

Call

Centre

Agent

(Hindi &

English)

One general

shift (9:00

hours to 18:00

hours)

46 12 As quoted by

the bidder

Two shifts in a

day of eight

hour each

(07:00 hours to

15:00 hours

and 15:00

hours to 23:00

hours)

10 12 As quoted by

the bidder

Three shifts in a

day of eight

hour each i.e24

X 7 (06:00

hours to 14:00

hours, 14:00

hours to 22:00

hours and

22:00 hours to

06:00 hours)

10 12 As quoted by

the bidder

5

Call

Centre

Agent

(English

&

Regional

Languag

e)

One general

shift (9:00

hours to 18:00

hours)

14 12 As quoted by

the bidder

Two shifts in a

day of eight

hour each

(07:00 hours to

15:00 hours

and 15:00

hours to 23:00

hours)

8 12 As quoted by

the bidder

Three shifts in a

day of eight

hour each i.e24

X 7 (06:00

hours to 14:00

hours, 14:00

hours to 22:00

hours and

22:00 hours to

06:00 hours)

8 12 As quoted by

the bidder


6 Applicati

on

To be managed

by the CSP 20 12

As quoted by

the bidder



of 38

S No Resource

type

Shifts & Shift

Timings

Total

Indicativ

e Person

Require

ment in

First

Year (n)

Number

of months

of

deployme

nt in First

Year (p)

Monthly Rate

per person

(in INR) as

quoted by

bidder

(exclusive of

taxes)

(A)

Total Person

Months Cost

(Fa) (in INR)

(exclusive of

taxes)

(B )=(n) x

(p) x (A)

Develope

rs

7

Databas

e

Administ

rators

To be managed

by the CSP 14 12

As quoted by

the bidder

8 Business

Analyst

To be managed

by the CSP 7 12

As quoted by

the bidder

9

Content

Writer /

Content

Translato

r

To be managed

by the CSP 5 12

As quoted by

the bidder

1.3. Step 3: Deriving Total Cost of JSK Project Application Development (Fj)

In this step the total cost for JSK project application development (Fj) exclusive of taxes

is calculated based on the efforts and rates quoted by the bidder in their financial bids as

per the format provided in „Form B: Financial Format for Application Development Cost

for JSK Project‟, as given in table below:

S No Resource type

Efforts in

number

of Person

Months

(m)

Monthly Rate

per person (in

INR) exclusive

of taxes

(D)

Total (in INR)

exclusive of

taxes

(Q)=(m) X (D)

C JSK Project Application Development

1 Application Developer

2 Database Administrator

3 Business Analyst

4 Content Writer / Content

Translator

Total Cost of JSK Project Application Development (Fj) i.e. Sum of

Column „Q‟

1.4. Step 4: Deriving Total Seat Cost for MoHFW Staff at proposed call centre (Fm)

In this step the total seat cost for MoHFW staff (Fm) for Year exclusive of taxes is

calculated based on the rates quoted by the bidder in their financial bids as per the

format provided in „Form C: Financial Format for Monthly Rate per Seat for MoHFW Staff‟

as given in the table below:

S No

Total Indicative

Seats

Requirement in

First Year (n)

Number of

months of

requirement of

seat in First Year

(p)

Monthly Rate

per Seat for

each shift for

MoHFW staff,

exclusive of

taxes (in INR)

(H)

Total (in INR) exclusive

of taxes

(L) = (n)x(p)X(H)

1 10 12

1.5. Step 5: Deriving Total Seat Cost for MoHFW Staff at proposed call centre (Fs)

In this step the total cost of sms sent for the project (Fs) for Year exclusive of taxes is

calculated based on the rates quoted by the bidder in their financial bids as per the

format provided in „Form D: Financial Format for Outbound SMS‟, as given in the table

below:

Table below provides the format for providing the rates for outbound sms i.e. sms sent

for the project.



of 38

S No Total Indicative SMS

sent in First Year (n)

Rate per outbound

sms, exclusive of

taxes (in INR)

(K)

Total (in INR) exclusive of

taxes

(M) = (n)x (K)

1 50, 000

1.6. Step 6: Arriving at the Absolute Financial Quote (Fb)

In this step the „Absolute Financial Quote (Fb)‟ is calculated using Fa, Fj, Fm & Fs as

derived in step 1 to 5 above, respectively, as per the formula given below:

Fb = Fa+Fj+Fm+Fs

Note:

The above details are only for evaluation purpose & for calculation of Fb. The

contract value for each of the programme divisions may vary based on the

requirement provided at the time of signing of the contract.



of 38

Appendix 3: Terms of Payment

a) CSP will have to setup and operationalize the project conforming to the scope

mentioned in the RFP. After the Go-Live of the project, CSP shall be paid based

on the actual utilization on quarterly basis. Additional cost, if desired by MoHFW

and other operational expenses as mentioned in the RFP for implementation of

other requirements of MoHFW, shall be paid additionally based on the rates

quoted by the CSP in the financial bid.

Sl No Payment Milestones Payable Amount

1. On Go-Live of the

project

Payment based on the financial quotes provided

by the CSP (i.e. application development cost or

cost of approved deployed technical resources

for the project, as the case may be) less

penalties (if any)

2. Periodic payment for

operation and

management after Go-

Live till the entire

duration of the project

Quarterly invoice raised based on the approved

number of deployed operational resources in

various shifts as approved in writing with MoHFW

less penalties and deductions (if any)

3. Payment for seats

provided for MoHFW

staff in the call centre

Quarterly invoice raised based on the approved

number of seats to be provided for MoHFW staff

in the call centre in various shifts as approved in

writing with MoHFW less penalties and

deductions (if any)

4. Payment for outbound

sms for the project

Quarterly invoice raised based on the number of

outbound sms sent from the call centre for the

project as directed and approved in writing with

MoHFW less penalties and deductions (if any)

5. Change management

cost (if applicable)

Payment based on the financial quotes provided

by the CSP (approved by MoHFW as cost for the

change) less penalties (if any) on completion of

the activity (or as agreed by the MoHFW and

CSP)

b) Note:

i) Applicable SLA deductions and other penalties for the quarter shall be

deducted from the respective invoices raised by the CSP

ii) CSP will be paid additionally for deployment of additional resource if

desired by MoHFW and deployment duly approved by MoHFW in writing as

per the rates mentioned in the financial quotes

iii) All taxes, duties etc. shall be payable by the CSP. However, in case of

change or revision of service tax or its equivalent in any new tax structure,

the payment will be made as applicable. The documentary evidences for

payment of applicable tax structure will be submitted by the CSP.

iv) The Mandatory taxes / duties etc. as applicable shall be deducted by

MoHFW.



of 38

Appendix 4: 9.1 Annexure 1: Prequalification Criteria (Section of RFP), sub-

point 3

The clause is revised and may be read as:

S.

No. Prequalification Criteria Proof Required

3.

The bidder (prime bidder in case of


India under Companies Act 1956 /

2013 (as amended from time to time)

and for a period of at least 3 years

from the date of submission of the bid.

The consortium members may be a

sole proprietorship firm / a partnership

firm / society / limited liability

partnership firm registered in India.

Copy of Certificate of Incorporation /

Registration and the details as per

form 3, Annexure 2 of this RFP.

subject: corrigendum-1 clarification &...

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