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RFP for Sett ing-up, Operat ion and Management of Customer Care Centers at major towns in WESCO

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RFP FOR SETTING UP, OPERATION & MANAGEMENT OF CUSTOMER CARE CENTRE AT MAJOR TOWNS IN WESCO ON

BOOT BASIS. Tender No: 004 Dtd.20.08.2006 Last Date for Submission: 04:00PM. Dt.16.09.06.


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GLOSSARY OF TERMS CCC - Customer Care Center ECC - Electricity Call Center CSC - Customer Service Center CC - Collection Center (Computerized) IVRS - Interactive Voice Response LFS - Least Financial Score PAA - Private Accounting Agency RFP - Request for Proposal TS - Technical Score FS - Financial Score F - Amount Of Financial Proposal LFP - Lowest Financial Proposal BOOT - Build Own, Operate & Transfer UAT - User Acceptance Test


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1 Company Overview

WESCO, Corporate Office at Burla, Sambalpur has the following 9 Districts under area of operation :

1. Sundargarh 2. Jharsuguda 3. Sambalpur 4. Deogarh 5. Bargarh 6. Balangir 7. Sonepur 8. Kalahandi 9. Nuapada

The above districts are under three electrical circles namely Rourkela, Burla & Balangir. The customer service framework in WESCO, has been institutionalized to a great extent and a team with a clear hierarchy has been defined to bring a customer centric approach to all the customer service processes with in the organization and to handle the customer service functions more efficiently. A Customer Care Centre has already been established in Sambalpur Town since last 2 Year and intend to open similar centers at major towns, Namely : Rourkela, Balangir, Bargarh, Bhawanipatna, Jharsuguda & Sundargarh. Stringent customer service standards have been stipulated by OERC and strict adherence is ensured across the organization through the Customer Service Center already set-up at Sambalpur & through other modes for the purpose and the benchmarks set are one among the best in the utility industry in the country. WESCO has since come a long way and in it’s endeavor to further this vision, is constantly involved in reassessing its strategies to increase customer satisfaction levels by putting into practice novel & innovative methods of extending customer services, upgrading and strengthening of the customer services infrastructure and incorporation of best practices.

2 Purpose of this RFP

To select an IT services vendor with requisite experience and having the capabilities for setting-up, operation and management of customer care centres (CCCs) for a period of three years at major towns in WESCO area involving the following activities for each CCC.

• Setting-up of the CCCs involving providing necessary hardware and software owned by the bidder including installation, testing & commissioning of the same. WESCO may intend to purchase the software and infrastructure provided by the vendor in future and bidder has to sell at the mutually agreed rate.

• Migrate latest consumer master and the past 1 year customer service data to the CRM software.

• Installation & testing of the E-Care system with the migrated database • Populate the Collections software with last 1 year billing data of the consumers • Recruit & Train the manpower • Operation & Management of the CCC for a period of 3 years


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3 Scope of Work

• Migrate latest consumer master and the past 1 year customer service data to the

CRM software. Populate the Collections software with last 1 year billing data of the consumers

• Provide required infrastructure at the Customer Care Center as per

Annexure – I along with necessary Counters, Furniture, fitting publicity material including interior decoration etc.

• Operate the Customer Care Center by providing required manpower to operate ECC,

CSC and CCC for a period of three years. Provide adequate manpower as specified in Annexure - II Maintain the data integrity and performance of the system. Back-ups and disaster recovery planning. Software issues to be reported to the help desk of the CRM software vendor and co-ordinate for quick redressal.

3.1 Provide Required Manpower

• A detailed breakup of the required manpower is provided in Annexure – II. The successful bidder has to provide this manpower for operation & management of the Customer Care Center.

3.2 Training to the manpower

The successful bidder has to provide the training programs for the manpower deployed at the Customer Care Center. The executives deployed has to be trained on the following topics:

• Functioning of power distribution utilities • Customer management process at power distribution utilities • Customer care and customer service concepts • Telephone etiquettes and communication skills • Accent neutralization • Stress and work pressure handling

The training plans and training manuals have to be submitted to WESCO for necessary vetting before taking up of the training program. WESCO will conduct user acceptance test (UAT) before starting of the regular operation of the CCC.

3.3 Background Information – Customer Care Center (CCC) Customer Care Center (CCC) have been conceptualized to provide single window contact under one single roof for the entire customer related activities and fulfill the objective of providing assured and timely customer services. It envisions streamlining of the customer service processes, provide better control for supervision & monitoring and create high levels of transparency for efficient decision-making. The center would provide better service and convenience to the customer through a customer friendly environment, highly responsive customer service executives and extended service hours, 365 days a year. An integrated approach for providing end-to-end solution


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towards customer services needs has been adopted so as to make the entire process customer centric and service friendly oriented.

3.4 Objectives of CCC

• Provide single point of contact for all customer-facing activities • Provide assured and timely services to the customers as per the stipulated time frames

by OERC. • Significantly reduce processing time in case of new service connections • Enhance customer satisfaction levels by continually improving the service standards and

thereby the image of the utility in the eyes of the customers • Bringing customer centric approach to the customer service process • Establish centralized control and monitoring over the entire customer care process for

creating higher transparency and timely action initiation The center shall be situated in a central location of each selected town and cater to the consumers for the specified sections offices (Urban/Semi-urban/Rural) in and around the town. The CCC functions can be broadly categorized into three functions as Electricity Call Center (ECC), Customer Service Center (CSC) and Computerized Collection Center (CC). ECC provides a centralized customer friendly channel for registering and resolving the customer complaints related to power supply / distribution network related, over the phone on 12/7(8AM. to 8PM.) & later on 24/7 basis as decided by WESCO during the currency of operation, 365 days a year. The Customer Service Center (CSC) addresses all the commercial requests / complaints like New Service connection, Title transfer, Category change, Additional load, Pole shifting, Billing related etc which require the customer to come to the center in person for completion of documentation formalities. These services are available on 12/7, 365 days a year. The Computerized Collection Centers (CC), provide infrastructure for collecting bill payments and other charges towards commercial requests made at the CSC. These services are available on 12/7, 365 days a year.

3.5 Infrastructure at CCC

The Customer Care Center shall have to be equipped with efficient computer systems involving servers & Clients in LAN operation and customer management software in a customer friendly environment. The proposed center would have sufficient number of telephone lines to facilitate easy access to the customers. The Consumer Master and Billing data shall be updated in the system on a regular basis in an offline mode and as well as online mode wherever network between various department offices are present, for providing proper linkage between all the customer related activities like metering, billing, collections, disconnections & dismantlement, field service order, material management, etc. The premises, electricity and water connection will be provided by WESCO. The face lifting of the premises, Air Conditioning, beautification, interior, Sign Board other publicity material & required good quality furniture for staff and customers will have to be provided by the


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Vendor. Vendor also will do the maintenance of the above equipment only. The furniture & interior to improve get up of the center should be as per approval from WESCO. The Customer Care Center operations are broadly classified into:

• Electricity Call Center (ECC) operations • Customer Service Center (CSC) operations • Computerized Collection Centers (CC)

A) ELECTRICITY CALL CENTER OPERATIONS The activities performed under call center operation include:

• Handling power supply related complaints

• Handling other complaints service requests and queries raised by the customers

• Dispatching the registered complaints to the concerned Fuse Call Centre & Section Officer.

• Monitoring for redressal of complaints with in the SERVICE LEVEL as defined by

WESCO as per guidelines of OERC. A copy of the same can be provided to the successful bidder(s) at the time of implementation of CCC.

• Providing information on status enquiry to customers

• Answering various queries raised by the customers

• Generating various Operational and Center level MIS reports

Power supply / Distribution Network related complaints would be addressed through the call center. B) Customer Service Center (CSC): CUSTOMER INFORMATION

• Providing various information required by the customer related to metering, billing, collection, disconnection, reconnection, and so forth.

• Providing information related to procedures for obtaining new service connection,

title transfer, category change, phase changes, contracted load changes, etc.

• Providing clarification related to bill calculation, billing tariff, additional charges, duties, billing history, etc.

• Providing current status of the complaints / requests registered.

• Providing services for the following customer related activities.


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Sl. No. Description of Work

1 Shifting of Pole

2 Wrong Bill Correction 3 Correction of Name 4 Issue of Duplicate Bill

5 Name change due to death or sale Meter Burnt Meter Stop Meter Fast Meter Defect

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Meter Resealing

7 Meter shifting from one place to another in the same premises

8 PDC of connection

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Increase in load

10 Shifting of connection from one premises to another

11 Redressal of grievance through settlement committee

12 Re connection of D/C 13 Decrease in Load 14 Refund of SD

15 New Connection i. Issue of Demand notice. ii. Release of Connection.

16 Pole extension case. Note: D/C – Disconnection SD – Security Deposit C) Computerized Collection Center (CC): Computerized collection center are set up to facilitate the LT consumers to pay the bills easily in a customer friendly environment with out waiting in long queues. Consumers pertaining to any section of the town can pay their bills at Computerized Collections Center.

3.6 Operations Of Electricity Call Center, not limiting to the following: RECEIPT OF COMPLAINTS

System facilitates the customers to register their power supply related complaints over phone. When the customers call the Center, the call would be attended to by the executives' in-charge of 'receipt of complaints'. They would register the complaint against any of the information provided for identity & information retrieval from the existing database like customer's A/C no., NAME, Door Number, Address or Telephone number and provide him with a unique complaint registration number generated by the system. The


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number of personnel in-charge of receipt would depend on the volume of calls expected in each shift. The system may also have the facility to identify the customer using the Caller ID at a later stage. This will eliminate the task of taking down the customer information before registering the complaint.

DISPATCH OF COMPLAINTS

Post receipt, the complaint would be forwarded to executives' in-charge of 'dispatch'. Complaints can be dispatched either through:· SMS,Telephones, WAN / Leased Line In case of cellular phones being available with the concerned field staff or the breakdown van, the dispatch executive can send a SMS using the application software. Complaints can be dispatched online in case of availability of WAN/ MAN networks. In case the complaints are dispatched through telephone, dispatch executive would have telephone lines that are different from those used by executives receiving complaints. The dispatch executives would call up the appropriate 'attendants' (at the Fuse Call Centre / Sub-station / Section Incharge) to communicate the complaint details. The person receiving the call would provide the ECC executive with the reference number indicating that he has received the complaint. This person would in turn forward the complaint to the concerned lineman for complaint resolution. After pre-specified time duration, the system would give auto alert for the personnel in charge of monitoring the complaint to start calling up the attendants to check if the complaint has been resolved. In case the complaint has been resolved, they would record the same against the complaint number. In other cases, they would ask the attendants the time taken for resolution and reasons for delay, if any. An alternative arrangement involves attendants themselves calling up the ECC or sending a SMS to inform the resolution of the complaint.

RECTIFICATION OF COMPLAINTS

The service personnel would attend to the customer complaint within the stipulated service level timeframe. Once the complaint is rectified, the service personnel will call back the call center personnel and update the status of the complaint. The call center personnel shall close the complaint. In case the service personnel are unable to resolve the complaint within the stipulated timeframe, then the call center personnel will escalate the complaint to the notice of the higher authorities as desired by WESCO management from time to time for expediting the resolution process. Wherever, there is an online network available between the offices concerned the system automatically escalates to the higher authorities.

INTERNAL PROCESS MONITORING

The call center Team Leaders closely monitors the performance of the receiving and dispatching executives through the computer systems. The application software provides separate screen for the Team Leader to monitor the activities of the executives and perform load balancing of the tasks handled by the dispatch executives.

EXTERNAL MONITORING

Team Leaders regularly contact the field staff / breakdown van personnel / concerned offices to get updated information on the status of the complaints. The system gives alerts for deviations and prompts for viewing various reports to initiate timely actions for ensuring the effectiveness of the process.

ESCALATION OF COMPLAINTS

In case the complaints have not been attended to within the defined service levels, it would need to be escalated to pre-specified higher authorities. The choice of escalation authorities is made based on the criticality of the situation.


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STATUS ENQUIRY

Customer can know the status of the complaint by calling up the call center and providing the registration number.

3.7 OPERATIONS OF CUSTOMER SERVICE CENTER

RECEIVING THE COMPLAINT / REQUEST

a. The Customer Service Center Executive receives customer complaints / requests for problems related to metering, billing, disconnection, etc or service requests relating to new service connections, title transfers, category changes, load enhancements, and other commercial requests.

b. The customers needs to come to the customer service center and register the

complaints / request in person.

c. The executive interacts with the customer / prospective customer and finds out the requirements.

d. Depending upon the nature of the complaint / request, the Customer Service

Center executive spells out the documents that need to be submitted for processing the complaint / request.

e. Once the required documents are presented, the Customer Service Center

executive hands over the necessary forms that need to be filled up. The executive assists the customer in filling up these forms. The Customer Service Center Executive accepts the duly filled up forms and the documents provided by the customer.

f. Accept the Registration Fee, as applicable and paid by the customer.

g. The Customer Service Center Executive registers the complaint / request in the

system and provides a registration number to the customer.

h. The documents are segregated complaint / request wise DISPATCH OF COMPLAINTS REGISTERED

a. The system generates a cover letter for the complaint registered addressing the concerned official. The cover letter is given a Dispatch Number and the same is entered in the Dispatch Register.

b. The Customer Service Center Executive segregates the complaints / requests

Office wise and handover them to the Route Rider for delivering them to the concerned office.

c. The Route Rider delivers the complaints / requests to the concerned official /

Office and obtains an acknowledgement by getting the signature and stamp on a copy of the complaint delivered.

d. The Customer Service Center Executive records the dispatch information (date,

time, and concerned officer’s name) in the system against the complaints delivered and acknowledged.


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e. The copy of each complaint / request is filed in a separate file. MONITORING & ESCALATION

a. The Customer Service Center Executive monitors the resolution of the complaints / requests.

b. Before the completion of the service level time, depending upon the nature of the

complaint / request, the system prompts the Customer Service Center Executive to expedite the resolution process.

c. When the system prompts for the first escalation, the Customer Service Center

Executive contacts the concerned Official, over phone and through letter, and urges to expedite the resolution process. The status of the complaint is updated as ‘Escalated’.

d. When the system prompts for the second escalation, the Customer Service Center

Executive contacts the concerned Official. Depending up on the criticality of the complaint, the complaint is to be escalated up to the level of C.E.

e. The complaints / requests are monitored until they are resolved.

STATUS ENQUIRY

a. Customers call up / visit the Customer Service Center to know the status of the complaints registered by them.

b. The registration number is obtained to check the latest position of the respective

complaint / request.

c. The latest status information of the complaint / request is provided customer

d. The details of the enquiry calls / visit are recorded in the system for maintaining the history of the complaint / request.

CLOSING OF COMPLAINTS / REQUESTS

a. Once the complaint / request is resolved, the concerned officials send a letter and also calls up the Customer Service Center Executive to inform about the same.

b. If the customer has a phone number, the Customer Service Center Executive

contacts the customer over phone and through letter to inform that the complaint / request is resolved. The Customer Service Center Executive closes the complaint / request.

3.8 OPERATIONS OF CENTRALIZED COLLECTION CENTERS

• This involves receipt of payments, depositing them in the Bank, and dispatching

information of the same to the appropriate sub division with all the relevant reports.

• Payments can be made by cash or DD or cheque. The consumer is provided with a computer-generated receipt (PR)/ WESCO receipt as approved.


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• At the end of each shift or in between as desired by WESCO’s local authorities the collections received during the shift at the teller counters as well as the drop boxes would be totaled and segregated on the basis of the mode of payment. These totals should be reconciled and captured in the Daily Collection Sheet (D.C.Sheet). The Payments received would then be deposited in bank. The Bank counterfoils along with PCB and BCRC should be handed over to Division Office on the same day. Both soft copy and hard copy of these reports are to be handed over to SDO/AFM/Junior Accountant of Division.

• D.C.Sheet shall be maintained for the collections made, remittances made, cash

balance on hand and the balance shall be certified by the center in-charge appointed by the center chosen party.

• If company requires any performance, trend, query reports the same would be

provided as and when required.

• Manual registers have also to be maintained for all collections.

• The contractor shall provide for a manual process backup in case of system malfunction/shutdown. Also provide the necessary back up of data in case of system malfunction/shutdown.

• Any discrepancy in remittance of cash or in accounting or in reports, if brought to the

notice of contractor by the department at any stage, the same has to be rectified on the same day itself.

• The vendor would also need to provide for duty-guards (both day and night) for

securing the premises. 3.9 Adoption of new technology

The vendor is to ensure adoption of latest technology in hardware & software in use at Customer Care Centre and should also be proposed to migrate to the latest advanced technology if so desired by WESCO during the currency of the agreement with Vendor.

4 Special Conditions of Contract

4.1 Eligibility Criteria for Participation

• The bidding entity should primarily be in the Software, IT Services during the last 5

years.

• The bidding entity should have achieved a turnover of at least Rs 1 crore in the software services business during the last three financial years.

• The bidding entity preferably have formal Quality Certification complying with a

minimum of ISO 9001: 2000 or equivalent.

• The bidding entity should have experience in setting-up, operation & management of Call Centers / Customer Service Centers of similar or higher magnitude for at least 3 different clients in the domestic / international market out of which at least one should be for an Indian client company.


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• Incase of participating the bid in consortium the bidding entities should have a MOU signed between both the parties and should have already been working in at least one similar project for power distribution utilities.

• The bidding entity should have experience during the last two years in providing services

related to collections (payments from customers towards supply of commodities / services, etc for the client company) through facilitation / customer interfacing for client companies in the domestic or international market.

• The bidding entity should have experience in implementing & operation of reputed

customer care software packages for providing such services.

4.2 Clarifications & Amendments to RFP

Bidders may request any clarification on the RFP document. Any request for such clarification must be sent in writing by paper mail, facsimile, or electronic mail to the Client's address / email address indicated in the Data Sheet. The Client shall respond by paper mail or facsimile or electronic mail to such requests and will send copies of the response, including an explanation of the query (without revealing the source of inquiry), to all interested bidders who intend to submit proposals (those who purchase the tender document). The last date for sending any such request for clarification is Dt.15.09.2006, 4:00PM. . Only queries from the serious bidders i.e bidders who have purchased the tender document officially shall only be considered and responded. Any such clarifications shall not be entertained over phone.

At any time before the submission of Proposals, the Client may, for any reason, whether at its own initiative or in response to a clarification requested by an interested bidder, modify the RFP documents by amendment. Any such amendment shall be issued in writing through addenda. Addenda shall be sent by mail, facsimile, or electronic mail to all interested bidders and will be binding on them. Any such modification will overrule the original version and previously modified version. The Client may, at its discretion, extend the deadline for the submission of Proposals.

4.3 Earnest Money Deposit

The bidder should furnish a refundable Earnest Money Deposit (EMD) for an amount of Rs.50,000/-. This amount should be paid in the form Demand Draft from any nationalized bank drawn in favor of WESCO Ltd., Burla Payable at Sambalpur or Bank guarantee of any Nationalized Bank valied for one year & to be renewed as applicable. The Demand Draft has to be enclosed in a separate envelope super scribing on that “Earnest Money Deposit” and has to be placed in the outer envelope.

Bidders should note that the EMD shall be forfeited in the following cases:

• When the successful bidder does not accept the order after issue of preliminary

acceptance letter or the letter of intent.

• When the successful bidder fails to furnish the security deposit within 1 Month from the date of issue of preliminary acceptance letter or the letter of intent.

• Post tender rebates, revisions or deviations in the quoted prices and / or conditions or

any such offers which will give a benefit to the bidder over others will not only be


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rejected outright but the original bid itself will get disqualified on this account and bidder’s EMD shall be forfeited.

• When a bidder alters his price or withdraws his offer during the validity period.

The EMD amount shall be refunded to unsuccessful bidders after intimation of rejection of their proposals. Incase of successful bidders, the EMD may be adjusted towards part Security Deposit.

4.4 Bid Validity

The bid has to be valid for a period of 90 days from the date of submission. Any bid with a validity period less than the specified period shall be rejected.

The client reserves the right to seek further extension of the validity period through written communication. However, the client would make best efforts to finalize the contract within the validity period.

4.5 Preparation of Proposal

Bidders are requested to submit a Proposal written in the English language. Bidders would need to submit both the Technical and the Financial Proposals, two copies each (one marked 'Original' and other 'Copy')

4.6 Technical Proposal

In preparing the Technical Proposal, bidders are expected to examine the documents comprising this RFP and the annexures in detail. The proposal should cover all the aspects of the scope of work. Any bid not found responsive to the RFP shall be rejected. Material deficiencies in providing the information requested may also result in rejection of the Proposal.

The Technical Proposal should provide the following information using the attached Standard Forms as detailed in Section 7:

• A cover letter to the Technical proposal in Form A

• A list of similar projects executed by the bidders should be provided as shown in the

format in Form B.

• A detailed description of the methodology for executing the project should be provided along the indicated guidelines in Form C.

• All the relevant documents that support the eligibility criteria as mentioned in section

4.1. It is bidders responsibility to ensure that they submit documentary evidence for each of the eligibility criteria. Any such document missing may lead to disqualification.

The Technical Proposal must not include any financial information about the project.

4.7 Financial Proposal

In preparing the Financial Proposal, bidders are expected to take into account the requirements and conditions of the RFP document.


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• A cover letter to the Financial proposal in Form D • Financial Proposal Form E

The Financial Proposal should include all taxes, duties, fees, levies and other charges imposed under the applicable local laws on the bidder. Bidders should express the price of their services in Indian Rupees only.

The Data Sheet indicates the duration for which the proposals must remain valid after the submission date. The Client shall make its best efforts to complete negotiations within this period. If required the client may ask the bidders for extension of validity.

4.8 Submission, Receipt and Opening of Proposals

The original Technical Proposal and Financial Proposal shall be prepared in indelible ink. It shall contain no inter-lineation or overwriting, except as necessary to correct errors made by the bidder itself. The authorized representative must initial any such corrections.

An authorized representative of the bidder should affix his/her signature wherever required in the Proposal. The representative's authorization should be considered by a written power of attorney accompanying the Proposal.

For each Proposal, the bidders should prepare in two copies. Each Technical Proposal and Financial Proposal should be marked "Original" or "Copy" as appropriate. If there are any discrepancies between the original and the copies of the Proposal, the original governs.

Proposals containing erasures or alterations are liable to be excluded from the evaluation process.

The original and the copy of the Technical Proposal shall be placed in a sealed envelope clearly marked "Technical Proposal". The original and the copy of the Financial Proposal should also be placed in a sealed envelope clearly marked "Financial Proposal" along with a warning: "Do not open with the Technical Proposal." Both envelopes shall be placed into an outer envelope and sealed. The EMD has to be put in a separate envelope marked “Earnest Money Deposit” and to be kept in the outer cover. This outer envelope shall be super-scribed with the following information:

• Name of the bidder • Due date and time of submission • Submission address • Demand Draft number of the EMD • Whether the proposal is valid for a period of 90 days: (Yes/ No) • A clear marking stating: "DO NOT OPEN, EXCEPT IN PRESENCE OF THE EVALUATION

COMMITTEE."

The completed Technical and Financial Proposal must be delivered at the submission address on or before the time and date stated in the Data Sheet. The client will not be responsible for any postal or transit delays. Any Proposal received after the closing time for submission of proposals shall be returned unopened.

After the deadline for submission of proposals, the evaluation committee shall open the Technical Proposal immediately. The Technical Proposal shall be evaluated as per section 4.11 and after through evaluation the eligible bidders shall be informed of the date opening of the Financial Proposal.


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4.9 Withdrawal of Bid

No bid can be withdrawn in the interval between the deadline for opening of tenders and the expiration of the period of tender validity specified by the bidder on the tender form. Withdrawal of bid during this interval may result in forfeiture of its Earnest Money Deposit.

4.10 Proposal Evaluation

From the time the bids are opened to the time the contract is awarded, if any bidder wishes to contact the Client on any matter related to its proposal, it should do so in writing at the address indicated in the Data Sheet. Any effort by the bidder to influence the Client in the proposal evaluation, proposal comparison or contract award decisions may result in the rejection of the bidder's proposal.

Evaluators of Technical Proposals shall have no access to the Financial Proposals until after the technical evaluation.

To have the best of the team working for this project it is pertinent to select the best firm by assigning due weight-age to both technical credentials and financial costs. The evaluation criterion to be adopted for selecting the firm plays a very crucial role in this project.

A two stage evaluation criteria shall be adopted in evaluating the proposals.

Stage 1: Technical evaluation will be carried out prior to opening any financial proposal Stage 2: Financial evaluation of the proposal

Firms will be ranked using a combined technical & financial score. Of the total score of 100%, giving equally weitage 50% will be for technical credentials and 50% will be for financial proposal.

4.11 Technical Proposal Evaluation

The evaluation committee appointed by the Client as a whole and each of its members individually, will evaluate the proposals on the basis of their responsiveness to the scope of work, applying the evaluation criteria, specified. Each proposal will be given a technical score. A proposal may be rejected at this stage if it does not respond to all aspects of the scope of work.

The evaluation committee shall carry out the evaluation applying the evaluation criteria and point system specified below. Each responsive proposal will be attributed a technical score (TS).

Evaluation Criteria Points

Overall Credentials of the Bidding Entity / Joint Venture

12.5

Experience working in similar assignments

12.5

Experience in working with power utilities.

12.5

Experience in handling large collections

12.5


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In case WESCO desires any of the bidder or all the bidders can be called for giving presentation on methodology, implementation plan etc. for better understanding and arriving at the conclusion of technical evaluation. Such presentations will be held at client’s site on Vendor’s expense only.

4.12 Public Opening & Evaluation Of Financial Proposal

After technical evaluation is completed, the Client shall notify the 'eligible candidates' that have secured the requisite technical score, indicating the date and time set for opening the Financial Proposals. The notification may be sent to the eligible bidders by registered letter, facsimile, or electronic mail.

The Financial Proposals shall be opened publicly in the presence of the bidders' representatives who choose to attend. The name of the bidder, the technical scores and the proposed prices shall be read aloud and recorded when the Financial Proposals are opened.

The evaluation committee will determine whether the Financial Proposals are complete, (like whether they have costed all items of the corresponding Technical Proposals, if not, the total cost will prevail), and correct any computational errors. Incomplete proposals shall be disqualified.

Each bid would be assigned a Financial Score based on the method mentioned below:

The Lowest Financial Proposal (LFP) will be given a Financial Score (FS) of 100 points. The financial scores for all the other proposals will be computed as follows:

FS = 100 x LFP/F (where F = amount of financial proposal)

4.13 Calculation of Final Score

Proposals will be finally ranked according to their combined technical (TS) and financial (FS) scores using a weightage of 50% for technical proposal and 50% for financial proposal.

Score = TS x 0.50 + FS x 0.50

The firm securing the highest score will be invited for negotiations.

Bidders may note that the Client is not bound to invite any or all of the 'eligible candidates' for negotiations and invitation for negotiations may not necessarily lead to a contract.

4.14 Negotiations

Negotiations may be held if situation arises & WESCO feels fit to do so. The aim is to reach an agreement on all points and sign a contract.

Negotiations will include a discussion of the Technical & Financial Proposal & the proposed methodology and any suggestions made by the bidder. The agreed terms and final scope of work shall then be incorporated in the final contract.

The negotiations will conclude with a review of the draft form of the contract. To complete negotiations the Client and the bidder will sign the agreed contract. If negotiations fail, the Client will invite the 'eligible candidate' with the next higher score to contract negotiations.


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5 General Conditions of Contract

5.1 Award of Contract and Security Deposit

The contract will be awarded after completion of negotiations. The successful bidder is expected to commence the Project on the date and at the location specified in the Data Sheet.

The award of contract will be as per Scope of Work of the Vendor detailed in the Terms of Reference.

The successful bidder shall furnish, within 15 days from the date of issue of the letter of intent, a Security Deposit amount as per WESCO norms for the proper fulfillment of the contract, which will cover the period till 6 months after satisfactory completion, failing which the Security Deposit shall be forfeited. This will not be waived under any circumstances. The name(s) and Officer(s) in whose favor the deposit is to be made shall be intimated at the time of selection. The amount shall be forfeited, if the successful bidder fails to fulfill the terms of the contract.

The Security Deposit amount maybe paid in Demand Draft on any scheduled Bank in the Headquarters of the officer in whose favor it is to be made or by Bank guarantee of any scheduled bank covering the period till 6 months after satisfactory completion of the project. The bank guarantee format shall be provided to the successful bidder.

5.2 Acceptance / Rejection of Bids & Tender

WESCO reserves the right to cancel the tender without specifying any reason what so ever. WESCO also reserves the right to accept or reject any bid without specifying any reason what so ever.

5.3 Payment Terms

Payment for CCC operations shall be made on scheduled date or as stipulated in the agreement from the date of submission of the invoice along with the deliverables if any, and upon rendering the services satisfactorily duly certified by the concerned officer designated for the purpose.

5.4 Extension of contract period

The present contract is for a period of three years. Upon satisfactory performance by the successful bidder the contract period may further be extended for another one year on mutually agreed terms. WESCO so desires on prevailing circumstances may reduce the period of service at any time with out assigning any reason thereof & any compensation to the Vendor.

5.5 Joint Venture Consortium Incase of participating the bid in consortium the bidding entities should have a MOU signed between both the parties and should have already been working in at least one similar project for power distribution utilities. A copy of the MOU has to be submitted along with the bid documents.


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5.6 Statutory Requirements

The successful bidder has to fulfill all the statutory obligations such as payment of Provident Fund, Insurance etc to the employees deputed for this project. Jurisdiction

Any dispute arising out of the Contract, which cannot be amicably settled between the parties, shall be subject to the jurisdiction at Sambalpur courts only.

5.7 Sub Contract

The supplier / contractor is not allowed to sub- contract any or part of the project without the written permission of WESCO.

6 Data Sheets

6.1 Name of the client

The name of the client is CEO, WESCO, Burla.

6.2 Clarification and Contact person address Superintending Engineer (Planning & Works) WESCO, Burla.

6.3 Proposal Submission Date, Time and Address Last Date & Time of Submission Dt.16.09.06, 04:00PM. Address Superintending Engineer (Planning & Works) WESCO, Burla.


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19

7 Bid Forms FORM A

TECHNICAL PROPOSAL COVER LETTER

To Superintending Engineer (Planning & Works) WESCO, Burla. Sir, Sub: Technical Proposal for Operating Customer Care Centers on BOOT basis We, the undersigned, offer to provide services for the above-mentioned project, in accordance with your RFP document No.004 dated 20.08.2006, and our Bid Proposal. We are hereby submitting our Bid Proposal, which includes this Technical Proposal and a Financial Proposal under a separate envelope. We are also enclosing a Demand Draft numbered __________ dated _________ and drawn on __________ bank as the requisite Earnest Money Deposit. If negotiations are held during the period of validity of the Bid Proposal or we are asked to make a presentation, we undertake to negotiate or make presentation as desired. Our Bid Proposal is binding upon us and is subject to the modifications resulting from contract negotiations. We are enclosing herewith copy of company document / J.V./ Consortium document as part of the bid document. We understand you are not bound to accept any Bid Proposal you receive. We remain, Yours sincerely, Signature of Authorized Signatory Date Name of the Authorized Signatory Place Designation Name of the Organization Seal


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20

FORM B LIST OF SIMILAR PROJECTS EXECUTED BY THE BIDDER

Relevant Services Carried Out in the Last Three Years that Best Illustrate Qualifications Project Name: Country: Name of Client: Location within

Country:

Address of the Client:

Duration of the project

Start Date (Month/ Year):

Approximate Value of Services (in Rs):

Completion Date (Month/ Year):

Narrative Description of Project: Note: Bidders may include as many projects as deemed necessary to prove their experience. Please provide documentary proof of successful operation of the projects indicated above.


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21

FORM C

PROJECT METHODOLOGY Include details of

• Project Methodology / approach • Timelines • Illustrative deliverables • Training plans • Project management • Quality assurance


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22

FORM D FINANCIAL PROPOSAL COVER LETTER

To, Superintending Engineer (Planning & Works) WESCO, Burla, Sambalpur. Sir, Sub: Financial Proposal for Operating Customer Care Centers on BOOT basis We, the undersigned, offer to provide services for the above-mentioned project, in accordance with your Request for Proposal No.004 dated 20.08.2006, and our Bid Proposal (Technical and Financial Proposals). Our attached financial proposal is for a Total fee of Rs._______________________. The Total fee is inclusive of all taxes, duties, charges incidentals and levies, as applicable and payable under the local laws and subject to all statutory deductions applicable, if any. Our financial proposal shall be binding upon us, subject to the modifications resulting from contract negotiations, up to expiration of the validity period of the Proposal, ie, Date.________________ . We understand you are not bound to accept any Proposal you receive. We remain, Yours sincerely, Signature of Authorized Signatory Date Name of the Authorized Signatory Place Designation Name of the Organization Seal


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FORM E PRICE BID

Sl.No Activity Cost per

month Taxes applicable, if any

Total

1. <<Insert Town Name>> Total


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24

Annexure – I

Proposed Hardware for Customer Care Center

Sl. No. Name of the Centre

Main Server Clients Printers EPABX

Head Phones (ECC)

Drop Box

(CCC) WoSw

ECC CEC CCC ECC CEC CCC 1

We undertake that all necessary furniture for employees & customers will be provided by us. The design of furniture, counter, interior and external decorations etc. will be done with the approve of WESCO.


RFP No- Date:

25

Annexure – II Proposed Hardware for Customer Care Center

Sl. No. Name of the Centre ECC CSC CCC Reliever Supervisors

Project Manager

System Admin

In Charge

1

rfp for setting up, operation & …...rfp for setting-up, operation and management of customer...

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