¢â‚¬“To establish and operate 24x7 Centralized Call Center and Fault ......

download ¢â‚¬“To establish and operate 24x7 Centralized Call Center and Fault ... and Fault Rectification System

of 85

  • date post

    23-Aug-2020
  • Category

    Documents

  • view

    0
  • download

    0

Embed Size (px)

Transcript of ¢â‚¬“To establish and operate 24x7 Centralized Call Center and Fault ......

  • Ajmer Vidyut Vitran Nigam Limited Office of the Superintending Engineer (IT)

    Opp. 220 kV GSS, Naka Madar, Ajmer – 305 001 (Rajasthan)

    Last date for submission of Proposal is 17-08-2017 up to 2 PM

    (This document is meant for the exclusive purpose of RFP and shall not be transferred, reproduced or otherwise used for purposes other than that for

    which it is specifically issued)

    AJMER VIDYUT VITRAN NIGAM LIMITED

    IT CELL

    TENDER SPECIFICATION # IT-17

    Contact Details

    Contact Person Superintending Engineer (IT)

    Telephone: (0145) 2671860

    :Fax (0145) 2671860

    :Email seitavvnlajmer@gmail.com

    TENDER SPECIFICATION # IT-17

    “To establish and operate 24x7 Centralized Call Center

    and Fault Rectification System on BOOR (Built, Own,

    Operate & Retain) basis”

    Cost of tender specification: Rs.2500/-

    mailto:seitavvnlajmer@gmail.com

  • Page 2 of 85

    Tender # IT-17

    Important events and dates

    Important Dates

    S.

    No.

    Event Date

    1 Last date & time of submission of tender at

    hhttttpp::////eepprroocc..rraajjaasstthhaann..ggoovv..iinn

    17-08-2017 upto 14:00 Hrs.

    2 Date and time of opening of part A of tender at

    hhttttpp::////eepprroocc..rraajjaasstthhaann..ggoovv..iinn

    18-08-17 at 15:00 Hrs.

    Important Notes

    (1) This tender document contains specification for establishment and operation of

    Centralized Call Center and Fault Rectification System in integrated manner. The Call

    Center shall be established at Ajmer to cater to the complaints of entire Discom area.

    Fault Rectification System shall be established for Udaipur, Bhilwara and Sikar and later

    on, may be extended to all district headquarters of the Discom area.

    (2) Furnishing of earnest money as per this specification is essential otherwise the tender

    will not be accepted.

    (3) Deposition of tender cost is essential for participation in the tender.

    (4) The tender specification#IT-17 providing detailed terms and condition and technical

    details can be downloaded from our website www.energy.rajasthan.gov.in/avvnl and

    hhttttpp::////eepprroocc..rraajjaasstthhaann..ggoovv..iinn.

    (5) Validity of the proposals will be upto 120 days from date of opening of part-A bid or 60

    days from the date of opening of price bid whichever is later.

    (6) GSTIN No, of AVVNL is 08AACCA8562E1ZP

    SUPERINTENDING ENGINEER (IT)

    AVVNL, AJMER

    http://eproc.rajasthan.gov.in/ http://eproc.rajasthan.gov.in/ http://eproc.rajasthan.gov.in/

  • Page 3 of 85

    Tender # IT-17

    Document Summary

    Document Name Tender Specification # IT-17

    “To establish and operate 24x7 Centralized Call Center and Fault Rectification

    System on BOOR (Built, Own, Operate & Retain) basis”

    Document Owner Superintending Engineer (IT)

    Ajmer Vidyut Vitran Nigam Limited, Ajmer

    Document Security

    Classification

    Restricted

    Permissions This tender specification is not transferable and shall not be reproduced without

    written permission of the owner

    Total number of pages 85

  • Page 4 of 85

    Tender # IT-17

    SECTION-I : Introduction

    AJMER VIDYUT VITRAN NIGAM LIMITED

    IT CELL

    TENDER SPECIFICATION NO. IT-17

    Introduction :

    Ajmer Vidyut Vitran Nigam Ltd (Erstwhile RSEB) [hereinafter to be referred to as AVVNL] is a

    distribution Utility entrusted with the distribution of power. It caters power to more than 40 Lac

    consumers under control of Twelve distribution circles.

    AVVNL intends to increase the customer satisfaction level and enhance the image of the company and

    thus is looking forward for establishment and operation of a high tech call centre as well as

    implementing a FRS (Fault Rectification System) along with appropriate infrastructure for rectification

    of faults related to „No - Current Complaints‟ initially for the cities of Udaipur, Bhilwara and Sikar. In

    future, the FRS can be developed for all district head quarters or other big towns in the jurisdiction of

    Ajmer Discom.

    The system would provide better service and convenience to the customer through a customer friendly

    environment, highly responsive fault rectification team and extended service hours.

    Ajmer Vidyut Vitran Nigam Limited (AVVNL) invites sealed tenders from competent agencies “To

    establish and operate 24x7 Centralized Call Center and Fault Rectification System on BOOR (Built,

    Own, Operate & Retain) basis”, initially for a period of three years, extendable for another two years

    on satisfactory performance and mutual agreement.

    Present complaint handling system in the cities of Udaipur, Bhilwara and Sikar:-

    Consumers today lodge their complaints at Centralized Call Center through toll free number

    operational 24x7. The complaints are registered in the R-APDRP application software and a complaint

    number is generated which is intimated to the complainant by the call executive as well as through

    system generated SMS. The complaints are then forwarded to the Sub-divisional complaint handling

    staff through telephone. The Sub-divisional complaint handling staff then rectify the complaints at

    their level. On resolution of the complaint, the Sub-divisional complaint handling staff report back the

    CCC and upon taking feedback from selected consumers, the complaint is closed by the CCC staff.

  • Page 5 of 85

    Tender # IT-17

    SECTION-II : Scope and Objective of work

    AJMER VIDYUT VITRAN NIGAM LIMITED

    IT CELL

    TENDER SPECIFICATION NO.IT-17

    1. Scope of work:

    The work involves establishment, staffing/ manning and operation of centralized and computerized 60-

    seater Call Center (24x7) at Ajmer along with deployment of Fault Rectification Teams for rectification

    of „No-current‟ complaints in the cities of Udaipur, Bhilwara and Sikar.

    2. Objectives

    Ajmer DISCOM intends to achieve following major objectives through establishing the Fault

    Rectification System

    a. Provide assured and timely services to the customers as per the stipulated time frames (Service

    Levels mentioned in the RERC regulations)

    b. Enhancing customer satisfaction levels by continually improving the service standards and thereby

    the image of the utility in the eyes of the customers

    c. Bringing customer centric approach to the customer service processes

    d. Ensuring effective trouble calls management system for speedy resolution of complaints.

    e. Immediate forwarding the „Electric complaints‟ to mobile commercial vehicles for quick resolution.

    f. Reduction in complaint resolution time with the a view to extend the call center services up-to the

    consumer doors

    3. Detailed scope of work

    The scope of work shall be as under:

    a. The system shall be designed on BOOR (Build, Own, Operate and Retain) basis.

    b. Initially the period of contract shall be three years, further extendable for two years.

    c. Capacity of the call center shall be 60 seater to handle complaints of entire Discom area.

    d. The prevailing CCC application / module developed for all three Discoms under R-APDRP shall

    be utilized.

    e. The CCC and FRT shall operate on 24*7 basis.

    f. The vendor shall provide trained manpower along with entire hardware including furniture, PCs,

    headsets, ACs, internal networking, CCTV, ISDN PRI supporting PBX for branching internal

    telephone lines, automatic call recorder, voice logger, automatic call distributor, electric fittings,

    auxiliary power supply (Online UPS), smoke and fire detection / alarming system, fire

    extinguishers, requisite printer, mobile phones for CUG, etc.

    g. The premises for CCC, power supply, inbound PRI lines shall be provided by the Discom.

    h. The FRT teams shall be initially deployed for Udaipur, Bhilwara and Sikar cities and may be

    extended to all district headquarters of the Discom area.

  • Page 6 of 85

    Tender # IT-17

    i. The vendor will have to deploy a fleet of vehicles like LCV (for example Mahindra Max)

    (through ownership / hire purchase / lease / contract / or any other legitimate means) for

    attending and removing the electrical fault falling under the scope of type of complaint on 365 x

    24 x 7 basis. All the operating expenditure like fuel, lubricants and maintenance etc. shall be in

    the scope of vendor.

    j. Each vehicle will be on 24 hours duty and shall be equipped with trained manpower along with

    necessary T&P, safety apparatus, mobile phone under CUG scheme, GPS based navigation and

    vehicle tracking system to be linked with master system at call center.

    k. The vendor shall ensure prescribed minimum remuneration for the manpower engaged.

    l. The vendor will have to generate various MIS