1 | Page URBAN DEVELOPMENT & HOUSING DEPARTMENT, GOVERNMENT OF JHARKHAND, RANCHI 1 Request for Proposal for Selection of Consultant for providing software as service for Implementation of Integrated Public Grievance Management System through a call centre, internet, email, SMS, and Web based portal for all 43 Urban Local Bodies of Jharkhand. DIRECTORATE OF MUNICIPAL ADMINISTRATION 3 RD FLOOR, FFP BUILDING, DHURWA, RANCHI-834004, JHARKHAND PHONE-06512401955
Transcript
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URBAN DEVELOPMENT & HOUSING DEPARTMENT, GOVERNMENT OF JHARKHAND, RANCHI
1
Request for Proposal for
Selection of Consultant for providing software as service for Implementation
of Integrated Public Grievance Management System thro ugh a call centre, internet, email, SMS, and Web based portal
for all 43 Urban Local Bodies of Jharkhand.
DIRECTORATE OF MUNICIPAL ADMINISTRATION 3RD FLOOR, FFP BUILDING, DHURWA,
RANCHI-834004, JHARKHAND PHONE-06512401955
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URBAN DEVELOPMENT AND HOUSING DEPARTMENT,
GOVT. OF JHARKHAND Tender Notice (RFP)
Tender Ref No DMA/PGMS-994 Date 22/07/2016
1. Name of the Work Work for providing software as service for Implementation of Integrated Public Grievance Management System through a call centre, internet, email, SMS, and Web based portal for all 43 Urban Local Bodies of Jharkhand.
12. Date of Technical Bid Opening 08/08/2016 at 03:00PM
13. Date of Financial Bid Opening To be intimated to the qualified bidders
14. Letter of Award(LoA) and
signing of Agreement
In due course
15. Bid Submission Address DIRECTORATE OF MUNICIPAL ADMINISTRATION 3RD FLOOR, FFP BUILDING, DHURWA,
RANCHI-834004, JHARKHAND
Phone-06512401955
Sd/-
Director, Municipal Administration Urban Development & Housing Department
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2 DISCLAIMER
The information contained in the Request for Proposal document (“RFP”) or subsequently
provided to Bidders, whether verbally or in documentary or any other form by or on behalf of
the "DIRECTORATE OF MUNICIPAL ADMINISTRATION, URBAN DEVELOPMENT & HOUSING
DEPARTMENT, GOVERNMENT OF JHARKHAND (UD&HD)” or any of their employees or
advisers, is provided to Bidders on the terms and conditions set out in this RFP and such other
terms and conditions subject to which such information is provided.
Though adequate care has been taken in the preparation of this RFP Document,
the Bidder should satisfy himself that the Document is complete in all respects. Intimation of
discrepancy, if any, should be given to the below mentioned officer immediately on or before
the due date specified in the ‘Schedule of Bidding Procedure'. If no intimation is received by the
Office within the stipulated time, it shall be deemed that the Request for Proposal Document is
complete and final in all respects.
This RFP is neither an agreement nor an offer by the Department through the
Directorate of Municipal Administration (DMA) to the prospective Bidders or any other person.
The purpose of this RFP is to provide interested parties with information that may be useful to
them in the formulation of their proposal for engagement of work of pursuant to this RFP. This
RFP includes statements, which reflects various assumptions and assessments arrived at by the
Department in relation to the Implementation of Integrated Public Grievance Management
System. Neither DMA, nor do their employees, make any representation or warranty as to the
accuracy, reliability or completeness of the information in this RFP and it is not possible for
DMA to consider the investment objectives, financial situation and particular needs of each
party who reads or uses this RFP. Some of the prospective Agencies may have a better
knowledge of the Programme than others. Each prospective bidder should conduct his own
investigations and analysis and check the accuracy, reliability and completeness of the
information in this RFP and obtain independent advice from appropriate sources.
Information provided in this RFP to the Agencies is on a wide range of matters,
some of which may depend upon interpretation of law. The information given is not intended to
be an exhaustive account of statutory requirements and should not be regarded as a complete
or authoritative statement of law. The DMA accepts no responsibility for the accuracy or
otherwise for any interpretation or opinion on law expressed herein.
The DMA, and its employees and advisors make no representation or warranty
and shall have no liability to any person including any Bidder under any law, statute, rules or
regulations or tort, principles of restitution or unjust enrichment or otherwise for any loss,
damages, cost or expense which may arise from or be incurred or suffered on account of
anything contained in the RFP or otherwise, including the accuracy, adequacy, correctness,
reliability or completeness of the RFP and any assessment, assumption, statement or
information contained therein or deemed to form part of the RFP or arising in any way in this
Selection Process for the Programme.
Jurisdiction for any Suit/Claim from the Agencies or from anybody with regard to
RFP is only at Ranchi, Jharkhand.
DMA also accepts no liability of any nature whether resulting from negligence or
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otherwise whatsoever causes arising from reliance of any participating bidder upon the
statements contained in this RFP.
DMA reserves the right to reject any or all of the Proposals submitted in response
to this Request for Proposal at any stage without assigning any reasons whatsoever.
The DMA may in its absolute discretion, but without being under any obligation
to do so, update, amend or supplement the information, assessment or assumption contained in
the RFP.
DMA shall have no liability for non-receipt of any communication from the bidder
to DMA and vice-versa due to postal delays or otherwise.
The issue of this RFP does not imply that DMA is bound to select and shortlist the
Agencies for Empanelment or award work to the empanelled Agencies, as the case may be, for
the programme.
The bidder shall bear all its costs associated with or relating to the preparation
and submission of its Proposal including but not limited to preparation, copying, postage,
delivery fees, expenses associated with any demonstrations or presentations which may be
required by DMA or any other costs incurred in connection with or relating to its Proposal. All
such costs and expenses will remain with the Agency and DMA shall not be liable in any manner
whatsoever for the same or for any other costs or other expenses incurred by a Agency in
preparation for submission of the Proposal, regardless of the conduct or outcome of the
Empanelment Process.
Sd/-
Director Municipal Administration
Urban Development & Housing Department
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TABLE OF CONTENTS
Section I: Introduction……………………………………………………………………………..…………..………6 Section II: Instruction to bidders .................................... ....................................................................8 Submission of Bid Documents…………………………………………………………………………..……10 Pre Bid Meeting……………………………………………………………………………………………………..12 Period of Contract………………………………………………………………………………………………….13 Signing of Contract…………………………………………………………………………………………………13 Section III: Criteria for Evaluation......................................................................................................14 Fraud and Corrupt Practices .......................................................................................... ......................16 Terms of Reference ..................................................................................................................................17 Role and Responsibility………………………………………………………………………….….……………18 Agreement and Work order……………………………………………………………………….……...…….22 Proposal Submission Formats............................................................................. ..................................23
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SECTION 1: INTRODUCTION
1.1 Background
Citizens/Public residing in all Urban Local Bodies(ULB’s) of Jharkhand submit their
grievances/complaints to the Urban Development Department or Urban Local Bodies in
Jharkhand by visiting the Department personally or by Post/Courier/Internet which is
time consuming process. Moreover, each office has its own Grievance Monitoring System
to receive/register the grievances of the citizens. In absence of a centralized system,
there is no mechanism in place to have consolidated figures on grievances received from
the citizens through various modes by the departments/ ULB’s. There is no escalation
mechanism to bring un-serviced grievances to the notice of authorities after specified
periods.
Thus there is a need for Government to have an efficient system of
grievance handling system in place of traditional Grievance Management System. The
use of latest technology to monitor each and every grievance filed increases citizen
satisfaction with the Government.
The citizens today have higher expectations from the Government and
they want the ability to interact effectively and efficiently with the Government. The
Government on the other hand has to achieve better citizen service delivery standards
in a cost effective way. This emerges with the need of an efficient system of grievance
handling system.
1.2 Request for Proposals
Directorate of Municipal Administration (DMA) intends to select the consultant for
providing software as service for Implementation of Integrated Public Grievance
Management System through a call centre, internet, email, SMS, and Web based portal
for all 43 Urban Local Bodies of Jharkhand through an open competitive bidding process
in accordance with the procedure set out herein.
1.3 Due diligence by bidders
Bidders are encouraged to inform themselves fully about the assignment and the local
conditions before submitting the Proposal by paying a visit or sending written queries to
DMA, and attending a Pre-Bid Conference on the date and time specified in this RFP.
Submission of bid shall be deemed to have been done after careful study and
examination of the RFP document with full understanding of its implications. The
response to this RFP should be full and complete in all respects.
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Failure to furnish all information required by the RFP documents or submission of a
proposal not substantially responsive to the RFP documents in every respect will be at
the bidder's risk and may result in rejection of the bidder’s Proposal.
1.4 Sale of RFP Documents
RFP document can be downloaded from the website of www.jharkhand.gov.in. However,
the bids of only those Bidders shall be considered for evaluation who have attached all
the documents and fees, without which bids will not be accepted.
1.5 Earnest Money Deposit
Each Application must be accompanied by a security of Rupees One Lakh only (Rs.
100000/-). The EMD shall be in Indian Rupees and in the form of Demand Draft from
any of the Nationalized Banks in favor of Director, Municipal Administration, payable at
Ranchi. The EMD of unsuccessful Agency/Bidder shall be refunded within 30 days after
finalization of selection process by Directorate, Municipal Administration (UD&HD).
EMD of the successful Agency/Bidder will be refunded on request after six month of the
successful completion of work without any interest. However, the Earnest Money will be
forfeited on account of one or more of the following reasons:
o Agency/Bidder withdraws its proposal during the selection process.
o Agency/Bidder does not respond to requests for clarification of its proposal.
o Agency/Bidder fails to provide required information during the evaluation process
or is found to be non-responsive or provides false information in support of its
qualification.
1.6 Validity of the Proposal
The Proposal shall be valid for a period of not less than 120 days from the Proposal
Due Date (the “PDD”).
DMA, UD&HD, Jharkhand reserves the right to accept or reject any or all proposals, and
to annul the selection process and reject all proposals at any time prior to the award of
contract, without thereby incurring any liability or any obligation in any form to the
affected agencies/bidders on any grounds.
1.7 Communication and Address
All communications, including proposal documents should be addressed to:
DIRECTORATE OF MUNICIPAL ADMINISTRATION 3RD FLOOR, FFP BUILDING, DHURWA,
2.1.1 The objectives, scope of services, deliverables and other requirements relating to this
consultancy are specified in this RFP. In case a bidding firm possesses the requisite
experience and capabilities required for undertaking the Consultancy, it may participate
in the selection process either individually (the “Sole Firm”) or as lead member of a
consortium of firms (the “Lead Member”) in response to this invitation. In case of
consortium the lead bidder should be registered in India. The term “Bidder” means the
Sole Firm or the Lead Member, as the case may be. The manner in which the Proposal is
required to be submitted, evaluated and accepted is explained in this RFP.
2.1.2 Bidders are advised that the selection of Consultant shall be on the basis of an
evaluation by DMA through the Selection Process specified in this RFP. Bidders shall be
deemed to have understood and agreed that no explanation or justification for any
aspect of the Selection Process will be given and that DMA decisions are without any
right of appeal whatsoever.
2.1.3 The Bidder shall submit its Proposal in the form and manner specified in this RFP. The
Technical proposal and the Financial Proposal shall be submitted in the format specified
in RFP. Upon selection, the Bidder shall be required to enter into an agreement with
DMA in the format specified in this RFP.
2.2 Bidders Team composition and Qualifications The bidders have to besides providing software as solution have also to provide management consultancy by providing various reports on the disposal of grievances as well as other input to the department. In order to achieve this objective, following is the qualification profile of the expected team member (part time or full time engaged with the bidder):
No Project Team Number of Position Qualification
1 Project Director 1 MCA/ M.Sc (IT)/ GNIIT
from any recognized
Institute or University
2 Project Manager 1 Management Graduate
Degree from any recognized
Institute or University
3 MIS expert 1 BCA/ B.Sc (IT)/ B.tech from
any recognized Institute or
University
4 Telecaller 2 – Full time for this
project ( to be further
enhancable based on
requirement of the
client.
Inter/Graduate in any stream
from any recognized
Institute or University but
trained for this job.
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2.3 Eligibility Conditions for Bidders
2.3.1 The “Bidder” as used in the tender document shall mean the sole firm or lead bidder which may be Company/Society/Partnership Firm, which has responded to the RFP.
It is further clarified that the individual signing the tender or other documents in connection with the tender must certify whether he signs as:
A "Sole Proprietor" of the firm or constituted attorney of such sole proprietor.
A partner of the firm if it be a partnership / consortium, in which case he must have authority to refer to arbitration disputes concerning the business of the partnership either by virtue of the partnership agreement or a power of attorney. In the alternative, the tender should be signed by all the partners Or any one of authorized signatory, supported by documental evidence of authorization /board resolution.
Constituted attorney of the firm, if it is a company registered in India under Company’s Act or else registered partnership/ HUF firm.
2.3.2 The bidder should be well versed in Web Technologies using Open Source Platforms. The Vendor should have designed/developed and implemented efficient Integrated Software Solutions especially PGMS.
2.3.3 The bidder should have at least 6 months experience of successfully running call centre based complaint management system. Self declaration regarding currently running setup as on date of submission of proposal is required to be attached.
2.3.4 The bidder should be centralized in one location and should have both efficient and effective control mechanism.
2.3.5 The bidder should have average annual turnover of Rs. one Crore in last two financial years i.e. 2014-15 and 2015-16. 2.3.6 The bidder should furnish copy of work order and a certificate from its clients to whom services have been provided in the past. 2.3.7 The bidder should submit a Power of Attorney as per the format at FORM I however,
such Power of Attorney would not be required if the Bid document is signed by a Partner or Director (on the Board of Directors) of the Bidder.
2.3.8 The bidder have minimum 2 years of expertise in hardware sale and services and should have capability to supply the same as on demand basis.
2.3.9 The applicant should have worked in past with IT Dept./ any other dept. of Govt. of Jharkhand in some relevant capacity.
2.4 Conflict of Interest Bidders shall not have a conflict of interest that may affect the Selection Process or the
Consultancy (the “Conflict of Interest”). Any Bidder found to have a Conflict of Interest
shall be disqualified.
2.5 No. of proposals A Bidder applying individually or as an associate shall not be entitled to submit another
application either individually or as a member of any other consortium, as the case may
be.
2.6 Acknowledgement by the bidder It shall be deemed that by submitting the proposal, the Bidder has:-
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a) Made a complete and careful examination of the RFP
b) Received all relevant information requested from DMA
c) Accepted the risk of inadequacy, error or mistake in the information provided in the
RFP or furnished by or on behalf of DMA or relating to any of the matters
d) Agreed to be bound by the undertaking provided by it under and in terms hereof.
2.7 Clarification of Tender Documents All enquiries and clarifications have to be made to:-
All clarifications that are received on or before the date mentioned in RFP will be addressed by
DMA in Pre‐bid Meeting. DMA shall aggregate and consider all such clarifications, without
specifying the source of clarifications. Only clarifications and suggestions that are considered
positively requiring modifications to RFP, response will be communicated to all the
Participating Agencies who are present for the pre‐bid meeting and entered their contact
details in the ‘Attendance Register for Pre‐Bid Meeting. No communication or reply will be sent
to the concerned or all Participating Agencies in case of repetition of clarifications.
SUBMISSION OF BID DOCUMENTS
2.8 Language All communications and information should be provided in writing and in English language only
2.9 Format for Proposal The Bidder shall provide all the information sought under this RFP. DMA would evaluate only those Proposals that are received in the specified forms and complete in all respects. The proposals shall be submitted by speed post/courier/by hand only.
2.9.1 It is proposed to have a Two cover system for Technical Proposal for this tender.
The submission of Proposal by the agency in response to the RFP would require to be in
two separate covers as indicated below:
o Cover I‐ Technical Proposal
o Cover II‐ Tender Fee and the Security Deposit
Cover I: Technical Proposal o Authorization letter- FORM 1
o Proposal submission form- FORM 2
o General Information of Organization/Consultant- FORM 3
o Profile of the Organisation- FORM 4
o Average Turnover- FORM 5
o CVs of all Key Personnel- (only one CV proposed for each position)- FORM6
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Cover II: Tender Fee and the Security Deposit
Scanned Copy of Demand Draft towards cost of Tender Fee and the Security Deposit in
accordance with the provisions specified in this RFP document.
2.9.2 The interested Agency/Bidder has to furnish the attested copies of requisite documents
and other statutory instruments along with their technical proposal:
o Cost towards RFP Document and Earnest Money Deposit (EMD) as applicable.
o Copy of Certificate of Registration
o Copy of PAN Card
o Copy of Service Tax Registration Certificate
o Company/Agency Profile as per the prescribed format
o Documentary evidence regarding engagement letter or letters from the clients
served in similar assignments.
2.10 Financial Proposal
The Financial Proposal shall be submitted by post/hand and signed in the
formats at FORM 7 (the “Financial Proposal”) clearly indicating the total cost of the
Software as service in both figures and words, in Indian Rupees, and signed by the
Authorized Signatory of the Bidder. While submitting the Financial Proposal, the Bidder
shall ensure the following:-
All the costs associated with the assignment shall be included in the Financial
Proposal. These shall normally cover all the service prices of a call
centre/management consultancy as prescribed in Task I & II.
The total amount indicated in the Financial Proposal shall be without any condition attached or subject to any assumption, and shall be final and binding.
The Financial Proposal shall take into account all expenses including tax liabilities. All payments to consultants shall be subject to deduction of taxes at source as per Applicable Laws.
2.11 Submission of Proposal The bid can be submitted by post/courier/by hand only. Proposals submitted by fax, telex, telegram or e-mail shall not be entertained and shall be treated as invalid. Proposals received by DMA after the specified time on RFP shall not be eligible for consideration and shall be summarily rejected.
2.12 Bid Security The Bidder shall furnish as part of its Proposal, a bid security of Rs. 1,00,000 (Rupees One lakh) in the form of a Demand Draft issued by one of the Nationalized/ Scheduled Banks in India in favor of the Director, UD&HD payable at Ranchi. The EMD of unsuccessful Agency/Bidder shall be refunded within 30 days after finalization of selection process by Directorate, Municipal Administration (UD&HD).
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2.13 Pre Bid Meeting Directorate of Municipal Administration (DMA) will conduct a pre-bid meeting
for all potential bidders to clarify the objectives/scope of the project as per the date and
time mentioned in RFP
The interested bidders should confirm their participation and must submit their
queries through post or email <[email protected]> in writing prior to the
Pre-Bid Conference. Queries should be received a day before the date of pre-bid meeting.
Those received after the set time limit shall not be considered in the pre bid conference.
If required, appropriate corrigendum to this RFP document would also be put up on the
website. Such corrigendum, if issued, would form part of this RFP and the bidders would
be advised to prepare their bid document in accordance with such corrigendum.
DMA will not entertain any further clarifications regarding the RFP document after the
pre-bid conference.
It is at the sole discretion of DMA and it reserves right not to consider any
opinion/condition of the participating firm if it is found unacceptable.
Only one representative of bidder’s would be allowed to attend the pre-bid conference.
It also reserves the right to postpone or to cancel the invitation and pre-bid conference
2.14 Payment The payments during the contract shall be on account payments only. The adjustments
of advance payment against final payment due to the bidder will be subject to the
fulfillment by the Bidder of all its liabilities and obligations under the contract.
2.14.1 TASK-I: Cost of providing software as service by the bidder for Public grievances
management system (PGMS). The department assume that PGMS should be a wholistic
solution to the client including following:-
o Costing of establishment of Call Centre Office including land and building.
o Costing of Office Infrastructure
o Costing of required Hardware & Application Software
o Costing of providing Key manpower.
o Charges for providing two Call centre Telecaller with the efficiency of handling
average 120 calls (Inbound+Outbond) per Telecaller for 8 hours duration.
This will also include forwarding the call/complaint to the
respective authority and providing report on Disposal & Pending Grievances.
2.14.2 TASK-II: Cost of inbound/outbound calls and SMS in Bulk will be borne by the
department. However internet requirements for maintenance of PGMS shall be
arranged by the bidder.
2.15 Terms of Payment 2.15.1 The payment shall be made to the Bidder for PGMS on the basis of financial bid. 2.15.2 For release of these payments, the bidder shall present pre-receipted monthly
bills in triplicate for the payment due to him along with all necessary supporting documents. The payment to the bidder shall be made on monthly basis.
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2.15.3 For the payment for departmental obligation of TASK II, payment will be made
soon after the submission of bill to the department by the successful bidder.
2.16 Period of Contract The period of contract for software as service shall be awarded initially for a period of
18 months and extendable for another period of 18 months with mutual concern.
2.17 Award of Contract The Department will determine to its satisfaction whether the bidder selected as
having submitted the lowest evaluated responsive bid is qualified to satisfactorily
perform the contract.
The Selected Bidder may, if necessary, be invited for negotiations. The
negotiations may generally not be for reducing the price of the Proposal, but will be for
re-confirming the obligations of the bidder under this RFP. Issues such as
deployment of Key Personnel, understanding of the RFP, methodology and quality of the
work plan shall be discussed during negotiations.
2.18 Notification of award
2.18.1 Prior to the expiration of the period of bid validity, the department will notify the successful bidder in writing by registered letter or fax/mail to confirm that its bid has been accepted.
2.18.2 The notification of award will constitute the formation of the contract.
2.19 Signing of the Contract
2.19.1 At the same time the department notifies the successful bidder that its bid has been accepted, the department will send the bidder the Contract Form incorporating all agreements between the parties.
2.19.2 Within 15 days of receipt of the Contract Form, the successful Bidder shall sign with date the contract form and return it to the department.
2.20 Performance Evaluation Reports The bidder will provide bi weekly MIS Reports on the following:-
1. (a) Calls received and Calls answered (b) No. of Grievances received
2. Pendency of grievance with various ULBs/ offices.
3. Grivances disposed in time, pending beyond time.
4. Average talk time 5. Customer satisfaction
6. System utilization
7. Abandoned Calls 8. Average speed of Answer
9. Service Level
2.21 Completion of Contract The contract shall terminate on the completion of services as specified in the Terms of
References of Contract.
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Section III: Criteria for Evaluation
3.1. Evaluation of Technical Proposals 3.1.1 Following the QCBS method, in the first stage, the Technical Proposal will be evaluated on the basis of experience of the bidder, financial turnover, Bidder’s profile and Key Personnel and other relevant technical requirements. Only those Bidders who submit complete RFP documents and score 60% marks or more out of 50 marks in their Technical Proposals shall be qualified for next round i.e PPT round. 3.1.2 The scoring criteria for evaluation of Technical Proposals (ST) is as follows:
S.No Description of Criteria Max marks 1 Qualifications and competence of staff members
proposed by the bidder. No Key Staff Member Max Marks 1 Project Director 10 2 Project Manager 10 3 MIS Expert 5 4 2 Telecallers 5
30
2 Experience of the bidder in executing similar Projects as below: 0.5-2Yrs= 5 Marks 2-5Yrs= 8 Marks More than 5 Yrs= 10 Marks
10
3 Financial Turnover average (annual) of two year will be evaluated as below:
One cr. to Five cr = 5 Marks Above Five cr = 10 Marks
10
3.1.3 In the second stage, the Technical Proposal will be evaluated on the basis of Bidder’s Power Point Presentation before the committee of Directorate. The scoring criteria for evaluation of Power Point Presentation (SP) is as follows: 1 Presentation on Software design & application
development 20
2 Adequacy and quality of Proposed approach, methodology and work plan in terms of TOR
10
3 Call centre quality/Office infrastructure 10 4 Management Ability 10 3.2. Short listing of Bidders
DMA shall pre qualify the bidders and shortlist for financial evaluation on the basis of Technical qualification and Power point Presentation.
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3.3 Evaluation of Financial Proposal 3.3.1 For financial evaluation, the total Lump-sum cost of the assignment indicated in the
Financial Proposal, including all applicable taxes, shall be considered. 3.3.2 DMA will determine whether the Financial Proposals are complete, unqualified and
unconditional. The cost indicated in the Financial Proposal shall be deemed as final and reflecting the total cost of services. Omissions, if any, in costing any item shall not entitle the Consultant to be compensated and the liability to fulfill its obligations as per the TOR within the total quoted price shall be that of the Consultant. The lowest Financial Quote (FM) will be given a financial score (SF) of 100 points. The financial scores of other proposals will be computed as follows:
SF = 100 x (FM/FX), where FX is the Financial Quote
3.4. Combined and Final Evaluation 3.4.1 Proposals will finally be ranked according to their combined technical (ST),Presentation
(SP) and financial (SF) scores as follows: Combined Score (S) = ST x TW +SP x PW+ SF x FW
Where TW, PW and SW are weights assigned to the Technical Proposal, Power Point Presentation and Financial Proposal, which shall be 50%, 30% and 20% respectively.
3.4.2 The Selected Bidder shall be the Bidder with the highest combined score (S). The second highest Bidder shall be kept in reserve and may be invited in its discretion for negotiations in case the first-ranked Bidder withdraws, or fails to comply with the requirements specified in this RFP, as the case may be.
3.5 Evaluation Process
The Proposals received would be subject to a step‐wise evaluation procedure as given below:
Step 1: Test for Eligibility of Key persons Step 2: Evaluation of Technical Proposal
DMA reserves the right to seek clarifications from the Participating
Organizations. The Organization shall be required to furnish such clarifications. In the course of evaluation, if in DMA’s opinion, the Technical Proposal is materially deficient or inconsistent in any aspect or fraudulent; the Proposal shall be declared Non‐responsive and shall not be considered for further evaluation.
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3.6 Fraud and Corrupt Practices The Participating Bidders and their respective officers, employees, and advisers shall observe the highest standard of ethics during the selection Process. Not with standing anything to the contrary contained herein, the DMA may reject a Proposal without being liable in any manner whatsoever to the bidder if it determines that the bidder has, directly or indirectly or through an agent, engaged in corrupt practice, fraudulent practice, coercive practice, undesirable practice or any other practice restricted or prohibited by law in the selection Process.
The following terms shall have the meaning hereinafter respectively assigned to them:-
“Corrupt practice” means the offering, giving, receiving, or soliciting, directly or
indirectly, of anything of value to influence the actions of any person connected
with the selection Process;
“fraudulent practice” means a misrepresentation or omission of facts or
suppression of facts or disclosure of incomplete facts, in order to influence the
selection Process;
“Coercive practice” means impairing or harming or threatening to impair or
harm, directly or indirectly, any person or property to influence any person’s
participation or action in the selection Process;
“undesirable practice” means (i) establishing contact with any person connected
with or employed or engaged by the DMA with the objective of canvassing,
lobbying or in any manner influencing or attempting to influence the selection
Process; and
“Restrictive practice” means forming a cartel or arriving at any understanding or
arrangement among Participating Agencies with the objective of restricting or
manipulating a full and fair competition in the selection Process.
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Terms of Reference(TOR)
1. Definition
In this Contract, the following terms shall be interpreted as indicated:
“DMA” means Directorate of Municipal Administration, Urban Development & Housing Department, Govt. of Jharkhand.
The “Department” means the Urban Development & Housing Department . “Contract” means the agreement entered into between the Department and the
Bidder as recorded in the contract form signed by the Department and the bidder including all attachments and Annexure there to and all documents incorporated by reference therein.
“PGMS” means Public Grievances Management System. The “Contract Price” means the price payable to the Bidder under contract for the
full and proper performance of its contractual obligations. “Government” means the Government of Jharkhand. The “Software” means the Application Software , all of the related modules,
utilities and documentation and/or other material that the bidder is required to execute the Contract;
“Personnel” means qualified persons provided by the bidder and assigned to perform the Services or any part thereof.
“Proposal” means a technical proposal or a financial proposal, or both. “Acceptance of Tender” means the letter/telex/telegram/fax or any
memorandum communication to the bidder the acceptance of its tender and includes an advance acceptance of its tender.
“Services” means the work to be performed pursuant to the Contract. “Authority” means Directorate of Municipal Administration, Govt. of Jharkhand
2. Background
Citizens/Public of all Urban Local Bodies(ULB’s) in Jharkhand submit their
grievances/complaints to the Urban Development Department or Urban Local Bodies in
Jharkhand by visiting the Department personally or by Post/Courier/Internet which is
time consuming process. More over, each office has its own Grievance Monitoring
System to receive/register the grievances of the citizens. In absence of a centralized
system, there is no mechanism in place to have consolidated figures on grievances
received from the citizens through various modes by the departments/ULB’s. There is
no escalation mechanism to bring un-serviced grievances to the notice of authorities
after specified periods.
Thus there is a need for Government to have an efficient system of
grievance handling system in place of traditional Grievance Management System. The
use of latest technology to monitor each and every grievance filed increases citizen
satisfaction with the Government.
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The citizens today have higher expectations from the Government and
they want the ability to interact effectively and efficiently with the Government. The
Government on the other hand has to achieve better citizen service delivery standards
in a cost effective way. This emerges with the need of an efficient system of grievance
handling system.
3. Objective
3.1 The PGMS will provide citizens, a direct access to the Urban Development & Housing Department, Govt. of Jharkhand. It will be a shared system for grievance handling for all Urban Local Bodies and agencies thereby reducing redundancy, operational overheads & costs.
3.2 Provide centralized help-desk for guidance/information to citizens on various services offered by the Department. Set up a single access point having sufficient number of trained staff to reply to the citizens’ queries received through telephonic call.
3.3 To provide centralized system through which citizens may resister all grievances and action taken on them by various ULBs/Offices of the department.
3.4 Centralized monitoring of all grievances of various offices of department can be done effectively with proper escalation mechanism through a web based public grievance management system.
3.5 To enable online (web based) or call based response system by ULBs/offices of department against the grievances received from the citizens.
3.6 Analysis of grievance and queries and hence long-term solutions to the problems of the citizens.
3.7 Generate a database to identify weak spots of governance to provide long-term solution, and systemic policy improvement for the problems of citizens, to ensure that the Government is more accountable to the citizens.
4. Role and Responsibility
4.1 Responsibilities of Bidder 4.1.1 Bidder will depute initially two trained telecaller for execution of PGMS in call
centre. The no. of telecaller will be enhanced based upon the volume of grievances received in call centre.
4.1.2 Deployment of PGMS at Call Centre for which the company will have to arrange IT Infrastructure – PCs, Servers, Network Equipment, Operating Software, Firewalls & Security Software, Backup and Storage Devices and third party software, Operating System, Database and other required equipments with all requisite redundancy & disaster recovery arrangements for the uninterrupted, optimal running of the PGMS. Department/Government will not provide any equipment or manpower to manage the center.
4.1.3 Study of Department/Municipal services/Act, collection of required material from all concern departments and agencies.
4.1.4 Implementation at Call Centre using Voice, Internet, Email, and Paper Media. 4.1.5 Provide Call Centre Operations 4.1.6 Do all inbound communications with Citizens via various media. 4.1.7 Do all outbound communications via various media with Citizen and offices -
Revert to citizen via Call & email for detailed information queries received.
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4.1.8 Do all outbound communications via various media with Department Officials as required.
4.1.9 To act as Project management team for DMA and coordinate with all offices nodal officer and Action Taking Staff.
4.1.10 Maintenance Support
4.2 Responsibility of the Department. 4.2.1 The DMA will supervise the project. DMA will appoint nodal officer’s in each
ULB who will provide information on various services, FAQs, different types of grievances handled and the general time frame for disposal of the same. Once call centre becomes operational, they will also provide answer to those queries for which answers are not in the database.
4.2.2 The DMA will coordinate with all the ULB’s on regular basis. 4.2.3 The participation, adoption and support of the participating departments are
a critical success factor of PGMS Project. Enabling the department officers and other field staff appropriately to access and update PGMS on a real-time basis for the particularly grievances addressed / serviced by them on a real-time basis.
4.2.4 To monitor the work of the call centers and take remedial measures as and when needed.
4.2.5 To make payment to bidder for satisfactory services rendered.
5. Reporting
The successful bidder will work under the direct supervision of Director, Municipal Administration, or a person appointed by the Director.
6. Needs The call center works on working hours basis. The call center in future will also work as a helpdesk to the citizens of all Urban Local Bodies. Citizen can call from any landline, wireless or Mobile phone and can register their grievance related to Urban Local Bodies services . The system issues a Grievance Unique Number (GUN) to the calling citizen for future reference and follow-ups. The integrated Government call center solution provides citizens with more personalized service, faster problem resolution and easier access to knowledgeable help.
7. Public Grievance Management System(PGMS) Aims Aim of setting up IT Enable System to provide masses, the direct access to government
by the following:-
7.1 To enable a citizen to interact with the Government for accessing various
services and to lodge grievances. The citizen can use any communication mode
(Voice-Landline-fixed/wireless, CDMA & GSM based cell phone), Internet,
SMS, Email, paper to interact with government.
7.2 To set up a single access point having sufficient number of trained staff to reply
to the citizen’s queries received through any of the above communication
modes.
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7.3 To design a system that enable offline and online (Web based) public grievance
registration and information dissemination.
7.4 To generate a database of queries and grievances of the citizens to enable
analysis to identify weak spots of governance to provide long-term solutions to
the problems of citizens.
8. Expectation from the system
The new system PGMS is expected to address the shortcoming of the existing system
with an integrated system to handle both servicing of information needs of citizens and
redresses of public grievances.
It will be used by the citizens as Grievance redressel mechanism.
8.1 Time Frame for Disposal of Grievances & Escalation Mechanism
Different types of grievances have different time frames for disposal. These time limits
will have to be put in to the system and grievances not settled within prescribed time
should automatically go to the next level and soon, so that calls not closed satisfactorily
within the set time limit are brought to the notice of higher authorities and reviewed.
The timeframe for disposal of various types of grievances will have to be collected by
the bidder from departments /agencies. The system should also generate statistics on
grievances so that department could make procedural and policy corrections/ changes.
Large number of grievances against a particular service generally indicates systemic
problems which can be investigated by the department /agency concerned for taking
remedial action.
8.2 The PGMS should be integrated with call facilities and should have following
functionalities:
Inbound and Outbond
Resister Complaint directly
Task suggestion directly
Providing status details to the complainants information to call centre Agent.
Close complaints on complainants information to call centre agent
Update clarification on behalf of related department employees.
Will be also be able to reopen complain on behalf of complainants
Recording of all communication in the execution centre for limited period
Audio, images uploading facilities from both end complainant and the
department employees.
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Complaint tracking mechanism
Security- OTP, User Id and Password for all stakeholders.
Ability to handle approximately 120 calls per calling agent in 8-hour shift.
8.3 Specification and functionality of software
8.3.1 A simple web application form, with support to contact information and supporting to
upload the relevant audio/image complain details.
8.3.2 Brochure should also be provided in webpage so that any visitors/users may easly
know about this public grievances management system.
8.3.3 Complaint should get an instant SMS alert on his given mobile numbers, with a
complaint number that will be the complaint number of complainant.
8.3.4 Complainant should have an option to track the live status of their complains.
8.3.5 Complain shoul also be able to view/add clarifications at later stage with progress in
their complains.
8.3.6 Complaint should also receive an OTP(One time Password) for verification of their
mobile no. before launching a complaint.
8.3.7 Complainant should also be able to mark themselves as anonymous user in case they
want to hide their information.
8.3.8 Complainant should be able to write the complaint in English as well as Hindi font.
8.3.9 Complainant should also receive SMS & Email, at the time of:
If complaint launched/Closed
If complaint is assign to long term by related department
If complaint is acknowledged and closed
If complaint is reopened
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8.4 MoU/ Agreement and Work order After completion of the short‐listing process, the contract would be for a period of 18
months. After short listing process, the DMA shall issue Letters of Intent (LoI) to the
successful bidder getting highest score. The LoI shall communicate to the selected
bidder the following:
Intention of DMA to issue the Work Order or execute MoU/Agreement.
Within 7 days from receipt of the LoI, the selected bidder shall intimate DMA in writing
its willingness to provide the services for the Department at the price quoted and enter
into the MOU/Agreement with DMA.
Selected bidder shall enter into the MOU/Agreement with the DMA within 15 days
from receiving the confirmation/LoI and within 15 days of entering into an agreement,
the bidder should roll out the call centre and software with incorporating necessary
requirements regarding department/ULBs.
The directorate shall issue a certificate of roll out when all necessary arrangements are
completed and the payments shall be due to the bidder from the effective date
mentioned in such certificate.
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PROPOSAL SUBMISSION FORMATS
FORM -1
FORMAT OF POWER OF ATTORNEY FOR SIGNING OF APPLICATION (To be submitted along with covering letter in Cover ‐I. Refer Clause 2.9)
We…………………………………………………………………(name of the firm and address of the
registered office) do hereby irrevocably constitute, nominate, appoint and authorize Mr./Ms. (name) …………………………………………………………..………. son/daughter/wife of ……………………………………………. and presently residing at ………………………………………………………………………………………………… who is presently employed with us and holding the position of ………………………………………….. as our true and lawful attorney (hereinafter referred to as the “Attorney”) to do in our name and on our behalf, all such acts, deeds and things as are necessary or required in connection with or incidental to submission of our proposal for the Public Grievance Management System (PGMS) in Jharkhand being implemented by DMA. The attorney is fully authorized for providing information/ responses to the DMA, representing us in all matters before the DMA including negotiations with the DMA, signing and execution of all contracts including the Memorandum of Understanding and undertakings consequent to acceptance of our proposal, and generally dealing with the DMA in all matters in connection with or relating to or arising out of our proposal for the said Empanelment.
AND we hereby agree to ratify and confirm and do hereby ratify and confirm all acts, deeds and things done or caused to be done by our said Attorney pursuant to and in exercise of the powers conferred by this Power of Attorney and that all acts, deeds and things done by our said Attorney in exercise of the powers hereby conferred shall and shall always be deemed to have been done by us.
IN WITNESS WHEREOF WE, ………………………………………, THE ABOVE NAMED PRINCIPAL HAVE EXECUTED THIS POWER OF ATTORNEY ON THIS ………….DAY OF …………………….
For ………………………………..; (Signature, name, designation and address) Accepted ………………………………………… (Signature) (Name, Title and Address of the Attorney) Witnesses: 1. __________________________ 2. _________________________ Notes: To be executed on Rs 100/= stamp paper The mode of execution of the Power of Attorney should be in accordance with the
procedure, if any, laid down by the applicable law and the charter documents of the executant(s) and when it is so required, the same should be under common seal affixed
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FORM -2
Technical Proposal Submission Form
(On the letterhead of the Company/ Firm)
[Location, Date] FROM:
[Name of Participating Agency with Complete Address of Communication]
TO:
Director, Municipal Administration, 3rd floor FFP Building, Dhurwa Ranchi JHARKHAND PHONE NO.-0651-2243297 Subject: TECHNICAL PROPOSAL Dear Sir, I/We the undersigned, offer to provide the services in respect to your Request for Proposal. I/We are hereby submitting our Proposal which includes this Technical Proposal sealed under a separate envelope. Our proposal is valid for acceptance for minimum 120 Days and we confirm that this proposal will remain binding upon us and may be accepted by you at any time before this expiry date.
I/We accept all terms, conditions and stipulations of the RFP unconditionally and hereby declare that all the informations and statements made in this proposal are true and accept that any of our misrepresentation contained in it, may lead to our disqualification from the selection process in addition to imposition of penalty as deemed fit by DMA. I/We hereby declare that our company has not been debarred / black listed by any Government / Semi Government organizations. I further certify that I am the competent authority in my company authorized me to make this declaration and signatory authority on behalf of the organization.
Yours sincerely,
Authorized Signatory [Signature with Date and Seal]:
Name and Title of the Signatory: _______________________________
Name of the company with complete address: _________________
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FORM -3
General Information of the Company / Firm
(On the letterhead of the Company/ Firm)
1. Name of the Company/ Firm : 2. Nature of the Company/ Firm: 3. Incorporated as _______________ in year ____________________ at ____________ (State Sole Proprietor,
Partnership, Private Limited or Limited firm, Registered Society etc.)
(Furnish the copy of the Certificate of Registration/Incorporation) 4. Registered Office Address: 5. Branch Office Address within the State of JHARKHAND (if any): 6. Name of the Head of the Company/ Firm: 7. Designation : 8. Telephone /Mobile Number: 9. Address of Communication: 10. FAX and E-Mail: 11. Income Tax Registration No. (PAN): (Furnish copy of the Same) 12. Service Tax Registration Number: (Furnish Copy of the Same)
Authorized Signatory [In full and initials]: _______________________________________ Name and Title of Signatory: ________________________________________________ Name of Firm: ___________________________________________________________ Address: _______________________________________________________________ _______________________________________________________________________
(Company/Firm Seal)
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FORM -4
Profile of the Bidder
(On the letterhead of the Company/ Firm)
[Please provide the brief profile of the Company /Firm]
Authorized Signatory [In full and initials]: ______________________________________ With Seal
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FORM -5
Financial Turnover of the bidder
Sl no Financial Year Turn Over in INR
1 2014-2015
2 2015-2016
Average Annual Turnover for the last 2 Years (INR)
3
* Note: Please attach copies of the annual audited financial statement certified by the Chartered Accountant in support of the information provided above.
Authorized Signatory [In full initials and Seal]: _______________________________________ Name of the Company: __________________________
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FORM -6 Format of Curriculum Vitae (CV) for Proposed Key Professional
1. Proposed Position: 2. Name of Firm: 3. Name of Staff: 4. Profession: 5. Date of Birth: 6. Years with Firm/Entity: 7. Nationality: 8. Membership in Professional Societies: 9. Detailed Tasks Assigned Key Qualifications: [Give an outline of staff member s experience and training most pertinent to tasks on assignment. Describe degree of responsibility held by staff member on relevant previous assignments and give dates and locations.] Education: [Summarize college/university and other specialized education of staff member, giving names of schools, dates attended, and degrees obtained.] Employment Record: [Starting with present position, list in reverse order every employment held. List all positions held by staff member since graduation, giving dates, names of employing organizations, titles of positions held, and locations of assignments. For experience in last ten years, also give types of activities performed and department references, where appropriate.] Languages: [For each language indicate proficiency: excellent, good, fair, or poor; in speaking, reading, and writing] (Speaking, Reading and Writing in local language is mandatory) Certification: I, the undersigned, certify that to the best of my knowledge and belief, these data correctly describes me, my qualifications, and my experience. Date: [Signature of Key Professional with Date ___________________________________ Full name of staff member: _______________________________________________ Authorized Signatory [In full and initials]: ______________________________
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FORM -6 (A)
SUMMARY OF CVS OF PROPOSED KEY PROFESSIONAL FOR THE ASSIGNMENT
Sl No
Name of Key
Professional
Area of Expertise
Position Assigned Employmen
t Status (Full Time / Part Time)
Highest Educational
Qualification
No of Years Of
experience
No of years of experience in
similar assignment
KEY PROFESSIONALS
1
2
3
4
Authorized Signatory [In full initials and Seal]: ____________________________________ Name of the Company: _____________________________________________
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Form 7: Financial Proposal (On the letterhead of the organization/ Firm)
[Location, Date]
FROM:
[Name of Participating Agency with Complete Address of Communication] TO:
Director, Municipal Administration, 3rd floor FFP Building, Dhurwa Ranchi JHARKHAND
Subject: Financial Proposal Dear Sir,
I/We, herewith enclose the Financial Proposal for selection of my/our firm as bidder for PGMS for all Urban Local Bodies of Jharkhand.
I/We accept all terms, conditions and stipulations of the RFP unconditionally and
hereby declare that all the information’s and statements made in this proposal are true and accept that any of our misrepresentation contained in it, may lead to our disqualification from the selection process in addition to imposition of penalty as deemed fit by DMA.
I/We agree that this offer shall remain valid for a period of 120 (one hundred and
twenty) days from the Proposal Due Date or such further period as may be mutually agreed upon. Financial Proposal S. No Particulers Amount (Rs.) Amount (Rs. In
words) 1 (a) Monthly charges for software as
services as defined in TASK I & II. (For all Components)
(b) The monthly charges per telecaller (for further requirement beyond minimum 2 demanded at present)
1) For avoidance of doubt, Total (a+b) shall be considered as amount of Financial Proposal for the purpose of evaluation.
2) The Remuneration and Reimbursable expenses shall be exclusive of all taxes. The tax payments shall be paid additionally to the Consultant in accordance with applicable laws.
