BID Document - Bharat Sanchar Nigam Limited · Complaint Booking System for Leased Lines The IVRS...

BHARAT SANCHAR NIGAM LIMITED (A Govt. of India Enterprise)

Office of the Deputy General Manager, NTR BSNL, New Delhi-110001

BID Document

TENDER FOR SUPPLY, INSTALLATION AND COMMISSIONING OF NEW IVRS SYSTEM FOR VARIOUS CUSTOMER SERVICES IN DGM MTCE ND Area..

Tender No.:- DE/OFC(KBN)/IVRS/2014-15/10 Dated24/08/2016

Bidder’s Name & Address:

Cash Receipt no: DD/ No.: DD Date: BANK:

Cost of Tender document: 525 /- Signature of Bidder

INDEX

TABLE OF CONTENTS

SECTION CONTENT PAGE NO

I Notice Inviting Tender 3

II Specification, Terms and Conditions 5

III Annual Maintenance Contract (AMC) 21

IV Check List 23

V (Annexure-A) Tender's Profile 24

V (Annexure-B) Technical Bid (Bid Form) 25

V (Annexure-B) Technical Specification compliance form 26

V (Annexure-C) Call Flow for Integrated Call Centre 28

V (Annexure-D) Near Relative Certificate 31

V (Annexure-E) Letter of Authorization for attending the opening 32

V (Annexure-F) Certificate for Tender Document downloaded from internet 33

V (Annexure-G) Agreement 34

V (Annexure-H) Performance Security Guarantee Bond 36

V (Annexure-I) Financial Bid 37

Signature of Bidder

BHARAT SANCHAR NIGAM LIMITED

(A Govt. of India Enterprise) Office of the Deputy General Manager, BSNL, New Delhi-110001

Tender No: DE/OFC(KBN)/IVRS/2014-15/10 dated 24/08/2016

TENDER FOR SUPPLY, INSTALLATION AND COMMISSIONING OF NEW IVRS SYSTEM FOR VARIOUS CUSTOMER SERVICES IN DGM M ND Area.

SECTION-I

DETAILED NOTICE INVITING E- TENDER (DNIT)

1. Sealed tenders(Digitally) are invited on behalf of the Chairman and Managing Director,

Bharat Sanchar Nigam Limited (herein after referred to as BSNL), by the Deputy General

Manager, NTR, New Delhi, from eligible contractors for Supply, installation and

commissioning of new IVRS System for various customer services in DGM M ND Area. 2. Name of Work:Supply, installation and commissioning of new IVRS System including wth all

related H/W, S/W and Application S/W for various customer services in DGM M ND Area.. 3. Estimated Cost of Work:

Item Approximate Cost (Rs)

Supply, installation and commissioning of new

IVRS System with H/W, S/W, five clients (computers)and Application S/W 6,00,000/-

for various customer services in DGM M ND

Area.

4. Eligibility of Bidders:

The Indian companies, manufacturing company, suppliers or firms registered in India

Having valid tendered item mentioned as above.

Have executed commercial orders of such items

Having experience in the field for more than ONE year.

Bidder must have registration with M/S ITI LTD as vendor.

5. Tender Documents: Tender document can be obtained by downloading it from the website

www.ntr.bsnl.co.in. or www.tender.bsnl.co.in & www.tenderwizard/BSNL.com following the

link for “E-tendering by BSNL NTR”

5.1 The bidders downloading the tender document are required to submit the tender fee

amount of Rs 525 /- through DD/ Banker’s cheque along with their tender bid failing

which the tender bid shall be left archived unopened/ rejected. The DD/ banker’s cheque

shall be drawn from any Nationalized/ Scheduled Bank in favour of “A. O. (Cash) O/o

DGM MTCE. NTR, BSNL New Delhi” and payable at “New Delhi”.

http://www.tender.bsnl.co.in/

http://www.tenderwizard/BSNL.com

5.2 The tender documents shall be issued free of cost to MSE bidders on production of

requisite proof in respect of valid certification from MSME for the tendered item.

5.3 The tender document is not transferable and its cost once paid shall not be refunded under any circumstances.

6. Availability of Tender Document: The tender document shall be available for downloading from

30th August 2016 1600 hrs onwards on all working days of this office. The bidders downloading the tender document are required to submit the tender fee through DD/Banker’s cheque along with their tender bid failing which the tender bid shall be left archived unopened/rejected. Note 3: The Tender document shall not be available for download on its submission / closing date.

7. Date and time of submission of Tender: on or before 1400 Hrs. of date -05/10/2016.

NOTE-3: In case the date of submission (opening) of bid is declared to be a holiday, the date of submission (opening) of bid will get shifted automatically to next working day at the same scheduled time. Any change in bid opening date due to any other unavoidable reason will be intimated to all the bidders separately.

8. Opening of Tender Bids: 1500 hrs on last date of bid submission.

9. Place of opening of Tender bids: Tenders invited through e-tendering process, the tenders shall be opened through ‘E-tendering website www.ntr.bsnl.co.in. or www.tender.bsnl.co.in & www.tederwizard.com/BSNL. BSNL’s Tender Opening Officers as well as authorized representatives of bidders can attend the Public Online Tender Opening Event (TOE) from the comfort of their offices.

10. Earnest Money Deposit (EMD):Each bid shall be accompanied by an EMD (Bid Security) in the form a Demand Draft obtained from any Public Sector/Scheduled Bank in favour of The Accounts Officer (Cash), BSNL O/o DGM M NTR ND, payable at New Delhi.(Or as Bank Guarantee from any nationalized bank, valid for period of 180 days.)

ITEM EMD Amount

Supply, installation and commissioning of new IVRS

System with H/W, S/W and Application S/W for various Rs.15,000/-

customer services and five PC clients in DGM Mtce. ND

Area.( 2.5 % of 6 lakhs )

9. Security Deposit: Successful bidder shall be required to furnish a Security Deposit of 10% of

the contractual value and execute an agreement as prescribed under the tender documents. 10. General: If the last date of receipt/opening of Tender happens to be a holiday, tenders will be

received and opened at the same time and venue as mentioned above on the next working day.

All Tenders that are received after the last date and time prescribed above or are not

accompanied by EMD (Bid Security) or valid documentary proof establishing any exemptions

in the matter of EMD, besides the cost of the tender documents (if applicable) or are

incomplete in any respect, or are prepared or submitted without strictly following the terms

and conditions and instructions carried in the tender documents, shall be summarily rejected.


http://www.tederwizard.com/

The Deputy General Manager Mtce. NTR, BSNL, New Delhi reserves the right to cancel the tender at any stage of the tendering process or accept or reject any or all the tenders received without assigning any reason.

DE OFC KBN Mtce O/o DGM MTCE. NTR BSNL New Delhi

SECTION –IA E-TENDERING INSTRUCTIONS TO BIDDER General: These Special Instructions (for e-Tendering) are part of the Tender Documents. Submission of Bids only through online process is mandatory for this Tender. For conducting electronic tendering, NTR BSNL ND is using the portal www.ntr.bsnl.co.in. or www.tender.bsnl.co.in and https://www.tenderwizard.com/BSNL of M/s ITI Ltd, a Government of India Undertaking. 1.0 Tender Bidding Methodology: Sealed Bid System: Single Stages – Using Two Envelopes. In case of two envelope system. Financial & Techno-commercial (Qualifying) bids shall be submitted by the bidder at the same time. 2.0 Broad outline of activities from Bidders prospective: (i) Procure a Digital Signing Certificate (DSC). (ii) Register on tenderwizard portal. (iii) View Notice Inviting Tender (NIT) on tenderwizard portal. (iv) Download official copy of Tender Documents from tenderwizard portal. (v) Bid-Submission on tenderwizard portal. (vi) Attend Public Online Tender Opening Event (TOE) on tenderwizard portal (vii) Opening of Financial-part (Only for Technical Reverse Responsive Bidders) For participating in this tender online, the following instructions need to be read carefully. These instructions are supplemented with more detailed guidelines on the relevant screens of the www.ntr.bsnl.co.in. or www.tender.bsnl.co.in and www.tender.wizard.com/BSNL of M/s ITI Ltd, a Government of India Undertaking. 3.0 Digital Certificates: It is mandatory for all the bidders to have class-III Digital Signature Certificate (in the name of person who will sign the Bid) from any of the licensed Certifying Agency. 4.0 Registration: The Bidder has to register (if not registered earlier) with ITI website ww.tenderwizard.com/BSNL with a non-refundable registration fee of Rs. 3500/- (Rs Three Thousand Five Hundred plus taxes as per GoI latest tax structure. The registration fee is payable once on a yearly basis. For Registered vendors renewal is required. The procedure for the registration is as under: 1) Go to the url:- www.ntr.bsnl.co.in. or www.tender.bsnl.co.in and www.tenderwizard.com/BSNL 2) In the home page, click on Vendor Registration. 3) In the Vendor Registration form, vendor has to fill up the applicant details, upload minimum any of three self-attested documents (PAN Card, Registration, DVAT, Service Tax Registration, Work Order), digital signature information. 4) After submission of the form, the User-id and Password are generated in the form of Acknowledgement. 5) The Annual registration fee shall be in the form of e-payment of amount Rs.3500/- plus taxes as per GoI latest tax structure Note: After successful submission of Registration details and Annual Registration Fee (as applicable), please contact ITI Helpdesk (as given below), to get your registration accepted/activated. 1. Helpdesk landline No: 011-49424365

2. In case of any query regarding e-tendering the bidder can contact ITI Office No. 011-48424365(Delhi) or contact ITI representative Sh. Avesh Tyagi mob.No. 8800991844 or Surabh Rai Mob.No.8800595401 All the bidders are requested to get themselves registered well in advance and no extra time will be considered for the delay in on-line Vendor Registration.

5.0 Bid related Information for this Tender The entire bid-submission would be online on tenderwizard portal i.e. www.ntr.bsnl.co.in. or

www.tender.bsnl.co.in and https://www.tenderwizard.com/BSNL .





Broad outline of submissions are as follows:

(i) Scanned copy of Earnest Money Deposit (EMD) and Tender Document Cost. (ii) Digitally signed copy of Tender Documents/Addendum/addenda. (iii) Scanned copies of required documents.. (iv) Techno-commercial –Part. (v) Financial-Part.

6.0 Offline Submissions: The bidder is requested to submit the following documents offline to SDE (Technical) O/o DGM Mtce.,

NTR, 6th Floor, Kidwai Bhavan Janpath New Delhi . on or before the date & time of submission of bids specified in covering letter of this tender document, in a Sealed Envelope. The envelope

shall bear (name of the work), the tender number and the words “DO NOT OPEN BEFORE‟ (due date & time). 1. EMD-Bid Security in Original. 2. DD against payment of tender fee. 3. Required Documents along with Tender Document

BHARAT SANCHAR NIGAM LIMITED (A Govt. of India Enterprise)

Office of the Depty General Manager, BSNL, New Delhi-110001

Tender No.:- DE/OFC(KBN)/IVRS/2014-15/10 dated 24/08/2016

SECTION-II

SPECIFICATION, TERMS & CONDTIONS

1. DESCRIPTION OF WORK Supply, installation and commissioning of new IVRS System with related H/W, S/W and

Application S/W for on line fault booking of about 2500 customers & various customer services in DGM M ND Area . The system shall be installed in any OF station under DE OFC KBN Mtce ND .

2. SCOPE OF THE CONTRACT

ITEM Quantity

1. Server Computer 1 No

2. 8 channel Analogue Gateway 1 No

3. Application S/W for various customer services

4

as mentioned in Annexure-B Client PC 5 No

Complaint Booking System for Leased Lines

The IVRS is meant for Complaint booking of Leased line Services of different band width. It

should provide welcome message, language selection, product selection, facility to enter faulty Leased Line, contact number etc for the incoming calls and issue docket number.

The requirements for the other Services are as mentioned in the Annexure-B &

Annexur IVRS system should provide different reports for operation and maintenance purposes as specified by BSNL and should also have the provision of uploading the data to the IVRS system. User friendly interface screens are to be made available for configuration of the IVRS system, data upload/download, Report generation. The customization of all services to suit the needs of BSNL must be done. All minor changes in the application software necessary during the warranty period will be carried out by the supplier free of cost.

Signature of Bidder

The hardware and the software should work with Telecom standard and as per TRAI rules and regulations. It should be possible for BSNL to record and use the message as and when required. Voice prompts, IVRS flow should be easily configurable and ability to modify the same by the BSNL officials.

3. BIDDER’S ELIGIBILTY CRITERIA

The Bidder shall be Indian Company/firm with a minimum experience of 3+ years in IVRS

software Development solutions or suppliers of software products at BSNL. In either case, the experience shall be in the field of Interactive Voice Response Systems.

The Bidder should have installed and commissioned IVRS System capable of interacting with a customer base of at least 500 persons in reputed PSU/Govt. department on turnkey basis.

As part of its bid, the Bidder shall furnish documents for establishing the bidder’s eligibility to bid and its/his competence to perform the contract. A list of reputed clients of the bidder where similar IVRS is installed by the bidder shall also be attached.

Should have permanent account number from income tax authorities

4. ISSUE OF TENDER DOCUMENTS

The tender document shall be available for downloading from the website

www.ntr.bsnl.co.in. or www.tender.bsnl.co.in and www.tenderwizard.com/BSNL from 30th

August 2016 1400 Hrs. onwards up to 11-00 Hrs to 17-00 Hrs on all working days of this

office. Cost of tender documents is Rs.525/- (Rupees Five Hundred and twenty five only)

which can be remitted either by cash at the cash counter of the Accounts Officer (Cash)

office of DGM M NTR BSNL Eastern court New Delhi or as a crossed Demand Draft obtained

from any Public Sector/ Scheduled Bank in favour of “The Accounts Officer (Cash), O/o DGM

M NTR ND, payable at New Delhi..

Signature of Bidder


5. SUBMISSION OF BIDS

5.1 Bids must be submitted by the bidders on or before the specified date & time indicated in Clause 7 of Section-I i.e. DNIT.

5.2 In case of manual Bidding the tender in the enclosed proforma should be

submitted in two separate sealed covers with Wax/PVC tape (one for Technical

Bid and the other for Financial Bid). Technical Bid (Annexure B & C) should be

put in a separate sealed cover and super scribed as “Technical Bid for new

IVRS System for DE OFC KBN ND”. Financial Bid (Annexure I) should be put

in another separate sealed cover and super scribed as “Financial Bid for new

IVRS System for De OFC KBN ND”. These covers should be put inside

another sealed cover super scribing as “Tender for Supply, installation and

commissioning of new IVRS System for various customer services in

DGM M NTR ND” along with documents mentioned at Clause 6 and addressed

to the DE OFC Mtce 5Th floor, Room No 553 Kidwai Bhawan New Delhi . Tenders

may be dropped in the Tender Box kept for the purpose at the chamber of the

DE OFC Mtce5Thfloor, Room No 553 Kidwai Bhawan New Delhi or sent by

Registered Post with Acknowledgement Due. (Address: the DE OFC Mtce 5Th

floor, Room No 553 Kidwai Bhawan New Delhi.No separate acknowledgement will

be given. Tenders not properly sealed with Wax/PVC Tape will be

summarily rejected.

5.3 Bids shall be received only up to the closing date & time prescribed in the DNIT.

In case the closing date prescribed happens to be an official holiday for the BSNL

office, the closing date shall stand extended to the next working day without any

change in the closing time.

5.4 Bids received after the last date and time shall be summarily rejected and no

demands for consideration of such bids shall be entertained by BSNL.

6. LIST OF DOCUMENTS TO BE SUBMITTED AS PART OF THE BID

(a) Tender documents in original, duly filled in and signed by the bidder on each page

(The Technical Bid and Financial Bid should be submitted in separate sealed covers as explained above).

(b) Bid Security [EMD].

(c) Cost of Tender documents in form of crossed Demand Draft / Cash Receipt (if applicable)

Signature of Bidder

(d) Check list. (e) bidder’s profile. (f) Near relative certificate. (g) Attested copy of PAN Card. (h) Letter of authorization, wherever applicable.

(i) Attested copy of “Power of Attorney” in case person other than the bidder has

signed the tender documents. (j) Partnership deed, wherever applicable. (k) Detailed description of goods with essential technical and performance characteristics

(l) Documents establishing the conformity of his bid to the Bid Documents of all goods

and services which he proposes to supply under the contract (m) Proof of documents establishing the eligibility be enclosed

Have executed commercial orders of such items (Purchase Order etc)

Having experience in the field for more than one year (within Last 3 Years) A list of reputed clients of the bidder where similar IVRS is installed by the bidder.

7. BID PRICE

7.1 The bidder shall quote the rate strictly in conformity with the requirement as indicated in the rate schedule.

7.2 The rate shall be quoted both in words and figures. If there is a difference

between the rates furnished in words and figures the amount given in words

shall prevail. Any corrections / erasures made by the bidder in the bid shall be

signed by the person signing the bid.

7.3 No modifications are allowed on the tender document and no overwriting shall be admissible in the Financial Bid.

7.4 The rate quoted shall be inclusive of all levies and taxes but exclusive of Service

tax, if applicable. Service tax, wherever applicable, will be paid separately at

prevailing rates.

7.5 The rate quoted by the bidder shall remain fixed during the entire period of

contract including the extended period, if any, and shall not be subjected to

variation on any account.

7.6 Bid submitted with rates quoted in any manner not in conformity with the stipulation herein shall be summarily rejected.

8. REJECTION OF BIDS AT THE STAGE OF OPENING

The bids shall be rejected at the stage of opening under the following circumstances:

(a) Not properly sealed with Wax/PVC tape.

(b) In the financial bid, the rates are not quoted.

Signature of Bidder

(c) Corrections, if any, made in the financial Bid are not duly attested.

(d) Any erasure or overwriting is seen in the financial Bid.

(e) The tender form is not filled up completely and duly signed on all pages.

(f) Any modification is done in the tender document.

(g) Any failure to fulfil all conditions applicable under this tender. 9. EARNEST MONEY DEPOSIT (EMD)

9.1 EMD is to be paid as indicated in the NIT along with the bid.

9.2 EMD can be made in the form of an “Account Payee” Demand Draft issued by any

Scheduled/Public Sector Bank and drawn in favour of the Account Officer (Cash)),

BSNL O/o DGM M NTR ND , payable at New Delhi

9.3 It is also open to the bidder to furnish EMD in the form of Bank Guarantee

obtained from any scheduled Bank / nationalized bank and with a validity period

of 180 days validity period of the bid as specified in Bank Guarantee Bond form

for EMD in this tender document.

9.4 The EMD made under this tender shall not carry any interest.

9.5 Under the following situations, the Bid shall stand rejected and the EMD shall be forfeited:-

9.5.1 If the bidder withdraws his offer during the validity period specified by

the bidder in the bid form.

9.5.2 If the bidder makes any modifications in the terms and conditions mentioned in the tender document.

9.6 The EMD will be refunded to unsuccessful bidder after finalization of the tender,

subject to fulfilment of the required formalities.

9.7 In the case of successful bidder the EMD will be adjusted towards Security Deposit before executing agreement.

9.8 If a successful bidder does not pay the Security Deposit and execute the

agreement within the period prescribed under this tender or communicated by or

on behalf of the Deputy General Manager, BSNL, New Delhi-110001, then the

EMD paid by the bidder will be forfeited and the provisional acceptance of the bid

by BSNL shall stand revoked. Those who are submitting NSIC registration for EMD exemption should make sure that the certificate is valid and current and is having sufficient monetary limit.In the event of the NSIC registration being inapplicable with regard to this tender, the tender is liable to be rejected.

Signature of bidder

10. OPENING OF BIDS

Tenders will be opened at 1500 hours on the date mentioned in the NIT. The venue

of opening will be the Chamber of DE OFC Mtce5Thfloor, Room No 553 Kidwai Bhawan

New Delhi in the presence of the bidder or their authorized representative as may be

present at the prescribed time and date of opening of the tender. Financial Bids of the

eligible bidders only will be opened subsequently at a later date. 11. SECURITY DEPOSIT

11.1 The successful bidder will be required to remit Security Deposit for an

amount equal to 10 % of the total contractual value within a period of 15 days from the date of issue of the letter of intent or within the time limit prescribed by DEPTY GENERAL MANAGER Mtce NTR, BSNL, New Delhi-110001. EMD remitted will be adjusted towards Security Deposit. The bidder will be required to remit only the balance amount remaining.

11.2 Security Deposit will not bear any interest.

11.3 Security Deposit shall be made by any of the following means:

11.3.1 By DD issued by any Scheduled/Public Sector Bank drawn in favour of Account Officer (Cash) BSNL O/o DGM M NTR New Delhi

11.4 In form of Bank Guarantee obtained from any scheduled Bank / nationalized

bank and with a validity period as specified in Bank Guarantee Bond form for

Security Deposit in this tender document.

11.5 Pledge of security deposit will be released after satisfactory execution of the

purchase order i.e., after the completion of warranty plus AMC period of the

last item purchased.

11.6 Security Deposit of the successful bidder will be forfeited to BSNL in the following cases:

11.6.1 If after acceptance of the tender, the bidder fails to carry out the work

in accordance with the terms and conditions of the tender.

11.6.2 If any damage is caused to any of the property of BSNL or

state/central Govt. property or public property or other private

property by the manpower made available under this tender.

11.6.3 Any failure or delay to act in accordance with the terms and conditions of the tender.

Signature of Bidder

11.6.4 Any action or inaction on the part of the bidder which results any direct or indirect loss/damage to BSNL.

11.6.5 Any failure on the part of the bidder to faithfully observe all statutory

requirements and obligations related to employment of workmen

under the contract.

12 CLARIFICATION OF BIDS

12.1 To assist in the examination, evaluation and comparison of bids, the purchaser

may, at its discretion ask the bidder for the clarification of its bid. The request

for the clarification and response shall be in writing. However, no post bid

clarification at the initiative of the bidder shall be entertained

13 AMENDMENT OF BID DOCUMENTS

13.1 At any time, prior to the date of submission of Bids, the purchaser may, for any

reason, whether at its own initiative or in response to a clarification requested

by prospective Bidder, modify Bid Documents by amendments.

13.2 The amendments shall be notified in writing or by FAX to all prospective bidders

on the address intimated at the time of purchase of the Bid document from the

purchaser and these amendments will be binding on them.

13.3 In order to afford prospective bidders a reasonable time to take the amendment

into account in preparing their bids, the purchaser may, at its discretion, extend

the dead line for the submission of the bid suitably

14 TENDER EVALUATION

14.1 The tender shall contain all the relevant documents, shall be complete in all

respects and shall be signed in all the pages. The tender shall then be evaluated

for its technical compliances of the items tendered. To assist in the examination,

evaluation and comparison of bids the purchaser may, at its discretion ask the

bidder for the clarification of its bid. The request for clarification and the

response shall be in writing. However, no post bid clarification at the initiative of

the bidder, shall be entertained. The tenders qualified in the technical

evaluation, will only be considered for further evaluation of their financial bids

and intimated accordingly.

14.2 The purchaser is free to award the contract to the same or different vendors

Part wise/Item wise depending upon the outcome of evaluation. The Deputy

General Manager Mtce New Delhi reserves the right to place the purchase order.

14.3 The tender evaluation will be done based on the composite price inclusive of all taxes and levies/charges and the percentage of AMC rates quoted.

Signature of Bidder

14.4 The products supplied under this tender shall carry an onsite comprehensive

warranty as mentioned in technical compliance sheet from its date of

commissioning.

14.5 The purchaser may waive any minor infirmity or non-conformity or

irregularity in a bid that doesn’t constitute a material deviation, provided

such waiver doesn’t prejudice or affect the relative ranking of any bidder.

14.6 The bid evaluation shall be based on the lowest and reasonable amount quoted.

The work will be awarded to the successful bidder after observing all the

required formalities. It shall be open to the Dy. General Manager Telecom,

Mtce.NTR ND to award the work to a bidder, who is not the bidder quoting the

lowest rate, if he is of the opinion that it would be in the best interest of BSNL to

do so.

15 AGREEMENT

15.1 The successful bidder will be required to execute an agreement on non-judicial

stamped paper of the value of 100/- (Rupees one hundred only) after remitting

the required Security Deposit. Failure of execution of agreement within a

stipulated period or any extended period shall result in the cancellation of letter of

intent and forfeiture of EMD.

15.2 The contract shall be valid and shall remain in full force from the date of signing

of the agreement and until the expiry of a period of six months beyond the date

of expiry of the period of warranty applicable to the products supplied under this

tender.

15.3 BSNL reserves the right to terminate the contract at any time during the contract

period if the performance of the bidder, as assessed by the Dy.General Manager

Mtce. NTR ND, is considered unsatisfactory. In the event of termination of the

contract on account of unsatisfactory performance of the bidder, the Security

Deposit made by the bidder shall stand forfeited without prejudice to the right of

BSNL for any other action under the provisions of the contract.

16 AWARD OF CONTRACT

BSNL shall consider issuing a letter of intent to the bidder whose offer has been

found commercially and financially acceptable. The bidder shall, within 15 days of

letter of intent or within any extension of this period granted by the Dy. General

Manager, Mtce. NTR ND, give his acceptance and shall furnish the requisite

Security Deposit, failing which the letter of intent shall be deemed withdrawn and

the EMD furnished by the bidder shall stand forfeited. 17 PURCHASER’S RIGHT TO VARY QUANTITIES AT THE TIME OF AWARD

The Purchaser reserves the right at the time of award of contract to increase or decrease the quantity of goods and services specified in the schedule of requirements up to 50% without any change in unit price of the ordered quantity or other terms and conditions.

Signature of Bidder

18 DELIVERY AND DOCUMENTS

18.1 Delivery of the goods and documents shall be made by the supplier in accordance

with the terms specified by the purchaser in its schedule of requirements and

special conditions of contracts, and the goods shall remain at the risk of the

supplier until delivery has been completed. The delivery of the equipment shall be

to the ultimate consignee as given in the purchase order.

18.2 The delivery of the goods and documents shall be completed within the time

schedule Prescribed in purchase order. The actual delivery schedule will be given

in purchase order. All Technical assistance for, erection and monitoring of the

Activities shall be provided by the Supplier at no extra cost during laboratory

evaluation, validation/type approval and field trial, if any.

18.3 TRAINING

18.4 The bidder shall provide training for installation and maintenance staff of the purchaser free of cost where and when required.

18.5 The bidder shall provide all training material and documents.

18.6 Conduct of training of the purchaser’s personal shall be at the suppliers’ plant

and/or onsite in assembly start-up operation, maintenance and/or repair of

the supplied goods.

19 INCIDENTAL SERVICES

The supplier is required to provide installation and performance of onsite assembly and start up of the supplied goods

19.1 The supplier shall be required to provide a list of the important spare parts

and notifications pertaining to spare parts ,manufactured or distributed by the

supplier of spares including cost and quantity considered for arriving at the

price of spares.

a) Such spare parts as the purchaser may elect to purchase from the supplier provided that such purchase shall not relieve the supplier of any warranty obligation under the contract.

b) In the event of termination of production of the spare parts, the supplier shall:

a. give advance notification to the purchaser pending termination (not less than 2 years), in sufficient time to enable the purchaser to procure life time spare; and

b. Following such advance intimation of termination, furnish at no cost to the purchaser, the blue print, drawings and specifications of spare parts, if and when requested.

19.2 Over a period of three years starting from the date of final acceptance, the supplier at his own cost shall supply all necessary spares which have not been included in the offer as part of the requirement. These spares should be supplied within a maximum period of 3 days from the notification by the purchaser of his need.

Signature of Bidder

20 WARRANTY

20.1 The equipments supplied should be covered by an onsite replacement

comprehensive warranty as specified in the Technical Specification Compliance

Form. In any case, if the purchaser forced to send the defective equipment/parts

to the supplier for rectification of fault, the packing, forwarding, insurance and

other incidental expenses will be charged to the supplier. If any manufacturer for

any part of the equipment gives additional warranty than specified in the

technical complaints sheet, it should be extended to the purchaser. All the

penalty clauses shall be applicable during the period of warranty/AMC in case of

failure on the part of supplier.

20.2 If it becomes necessary for the contractor to replace or renew any defective

portion/portions of the equipment under this clause, the provisions of the above

clause shall apply to the portion/portions of the equipment so replaced or

renewed or until the end of the above mentioned period, whichever may be later.

If any call is not attended within a period of 24 Hrs a penalty of Rs. 100/- per day is imposed subject to a maximum of 25% of the gross cost of the item.

The Purchaser may proceed to do the work at the contractor’s risk and expenses,

but without prejudice to any other rights, which the Purchaser may have against

the contractor in respect of such defects. During the warranty period if the

maintenance is not carried out satisfactorily, the same will be carried out by a

third party and the payment made to them will be charged to the contractor.

20.3 Replacement under warranty clause shall be made by the supplier free of all charges at site including freight, insurance and other incidental charges.

20.4 During the warrantee period, the contractor shall maintain the system so as to

ensure a minimum uptime of 97%. Failure in satisfactory maintenance will result

in forfeiture of security deposit.

20.5 AMC for next year after warranty period should be quoted separately. Allowing

AMC period is at the discretion of the purchaser and in consideration of the

service rendered at the warranty period.

21 TERMINATION OF CONTRACT

21.1 BSNL shall have the discretion to terminate the contract without assigning any

reasons by means of a written notice issued to the address of the contractor as

available in the records of BSNL. The contract shall stand terminated on the

expiry of thirty days from date of such notice.

21.2 Unsatisfactory performance or non adherence to terms and conditions applicable

under this tender or non-compliance with the instructions issued during the

currency of contract to the tenderer or the personnel made available by the

tenderer shall be considered as breach of agreement and the contract shall be

terminated at the discretion of the Deputy General Manager Mtce NTR New

Delhi. Signature of Bidder

21.3 When the contract is sought to be terminated for unsatisfactory performance on

the part of the contractor, BSNL shall issue a notice in writing to the contractor

communicating the intention of BSNL to terminate the contract on grounds of

performance deficiencies on the part of the contractor. The contract shall stand

terminated without any further communication on the expiry of fifteen days after

the date of such a notice unless the Deputy Mtce NTR New Delhi decides

otherwise and such a decision is communicated to the contractor in writing

before the expiry of the said notice period. 21.4 In all cases where the contract is terminated on grounds of breach of contract,

unsatisfactory performance or other deficiencies on the part of the contractor,

the Security Deposit and Performance Security made by the contractor under this

tender shall be forfeited fully and irrevocably to BSNL. The forfeiture of Security

Deposit shall be without prejudice to any other action that BSNL may take to

make good any loss or damage it has suffered or for which it becomes liable on

account of the any action or inaction on the part of the tenderer or on the part of

any personnel provided by the tenderer or on account of the termination of the

contract. In addition to it, BSNL may black list the contractor so as to prohibit the

tenderer from participating in any future tender of BSNL for a minimum period of

three years from the date of termination of the contract. 21.5 The decision on whether termination of the contract is warranted on account of

unsatisfactory performance or not or any loss or damage is recoverable from the

contractor and its monetary values shall be the sole prerogative of the Deputy

General Manager Mtce NTR New Delhi and his decision shall be final and binding

on the contractor. 21.6 Any communication to the last known postal address will be sufficient for any

purpose of written communication. Any plea of absence from headquarters or

change of address will not be acceptable to establish non-receipt of

communication on the part of the tenderer.

22 TERMINATION FOR DEFAULT

22.1 The Purchaser may, without prejudice to any other remedy for breach of

contract, by written notice of default, sent to supplier, terminate this contract in

whole or in part. 22.2 If the Supplier fails to deliver any or all of the goods within the time period(s)

specified in the contract or any extension thereof granted by the purchaser. 22.3 If the Supplier fails to perform any other obligation(s) under contract; and

22.4 If the Supplier, in either of the above circumstances, does not remedy his failure

within a period of 30 days (or such longer period as Purchaser may authorize in

writing) after receipt of the default notice from purchaser. Signature of Bidder

22.5 In the event Purchaser terminates the contract in whole or in part, the Purchaser

may procure, upon such terms and in such manner, as it deems appropriate,

goods similar to those undelivered and the supplier shall be liable to the

purchaser for any excess cost for such similar goods. However, the supplier shall

continue performance of the contract to the extent not terminated.

23 APPLICATION

Submission of bid against this tender shall bind the bidder for the acceptance of all

the conditions specified herein and in the NIT unless otherwise agreed by BSNL in

writing

24 PAYMENT OF BILLS

On receipt of the bills, the consignee himself will inspect the items supplied personally

and if necessary carry out the quality test and after satisfying himself of the quality

and quantity of the items, will certify on the bill for arranging payment.

a. Bidders shall quote all-inclusive prices only with showing the breakup of different taxes.

b. Form C and also a certificate stating that the tendered items (stores) are meant for the use of DGM Mtce. NTR BSNL ND shall be provided by the purchaser on the request of the bidder as and when asked for.

Any increase in taxes and other statutory duties /levies shall be to the contractor’s account. However the supplier shall pass on benefit of any decrease in these taxes/duties to the purchaser.

No Payment will be made for goods rejected at site on testing. TIN number should be specifically mentioned in all the bills

c. The supplier will share his bank account details with BSNL to facilitate electronic transfer of payments.

25. Powers to DGM M ND 26 NEAR RELATIVES WORKING IN BSNL

26.1 At the time of submission of tender documents the tenderer has to submit a

declaration that NO NEAR RELATIVE OF THAT TENDERER is working in the BSNL in

any capacity. The company or firm or any other person is not permitted to tender if

his relatives viz.

1. members of Hindu undivided family 2. Their Husband and wife

3. The one is related to other in the manner as father, mother, son(s) and

son’s wife (daughter in law), daughter, daughter’s husband (son-in-law),

brothers, brothers’ wife, sisters and sister’s husband are working in BSNL.

26.2 If it comes to the notice, after awarding the contract, that the tenderer is having a

relative working in BSNL or is a benami to any other person, penal action will be

taken like cancellation of contract and forfeiture of security deposit or imposition of

any other penalty as deemed fit by the Deputy General Manager Mtce NTR NEW

Delhi. Signature of Bidder

26.3 If it comes to the notice, after awarding the contract, that the tenderer is having

a relative working in BSNL or is a benami to any other person, penal action will

be taken like cancellation of contract and forfeiture of security deposit or

imposition of any other penalty as deemed fit by the Deputy General Manager

Mtce NTR, New Delhi.

27 SUB-CONTRACTS

Sub contracting of the work under this tender shall not be permitted. If it is

discovered at any time that subcontract is awarded, the Security Deposit will be

forfeited and the contract will be terminated on grounds of breach of contract with

all attendant after effects. 28 REPLACEMENT OF DAMAGED COMPACTOR ITEMS/MATERIAL

The supplier shall establish adequate spare for replacement of damaged

items/material (The performance bank guarantee shall not be released until

the purchaser is satisfied that sufficient supply have been established in

addition to the fulfillment of other conditions of the contract. The purchaser

reserves the right to blacklist a supplier who does not meet the replacement

obligation as per the conditions of contract. )

29 DISPUTES / ARBITRATION:

29.1 In the event of any question, dispute or difference, arising under this agreement

connection therewith except as to matter the decision of which is specifically

provided under this agreement, the same shall be referred to sole arbitration of

Chief General Manager, NTR Delhi or in case his designation is changed or

his office is abolished then in such case to the sole arbitration of the officer for

the time being entrusted whether in addition to the functions of the Chief

General Manager, NTR ND or by whatever designation such officers may be

called (hereinafter referred to as the said officer) and if the Chief General

Manager, NTR ND or the said officer is unable or unwilling to act as such to the

sole arbitration or some other person appointed by the Chief General Manager,

NTR ND Circle or the said officer. The agreement to appoint an arbitrator will be

in accordance with the Arbitration and Conciliation Act, 1996. There will be no

objection to any such appointment that the arbitrator is a BSNL/Government

Servant or that he has dealt with the matter to which the agreement relates or

that in the course of his duties as BSNL/ Government Servant he has expressed

views on all or any of the matter under dispute. The award of the arbitrator shall

be final and binding on the parties. In the event of such arbitrator to whom the

matter is originally referred, being transferred or vacating his office or being

unable to act for any reasons whatsoever such Chief General Manager NTR NDor

the said officer shall appoint another person to act as arbitrator in accordance

with terms of the agreement and the person so appointed shall be entitled to

proceed from the stage at which it was left out by his predecessors.

Signature of Bidder

29.2 The arbitrator may from time to time with the consent of parties enlarge the time

for making and publishing the award, subject to aforesaid Indian Arbitrator

and Conciliation Act, 1996 and the Rules made hereunder, any modification

thereof for the time being in force shall be deemed to apply to the arbitration

proceeding under the clause. 29.3 The venue of the arbitration proceeding shall be the Office of the Chief General

Manager NTR ND, BSNL, or such other places as the arbitrator may decide. The

following procedure shall be followed. 29.4 In case parties are unable to reach a settlement by themselves, the dispute

should be submitted for arbitration in accordance with Contract agreement. 29.5 There should not be a joint submission with the Tenderer to the sole arbitrator

29.6 Each party should submit its own claim severally and may oppose the claim put

forward by the other party. 29.7 The onus of establishing his claims will be left to the tenderer.

29.8 Once a claim has been included in the submission by the Tenderer, a reiteration

or modification thereof will be opposed. 29.9 The “points of defence” will be based on actual conditions of the contract.

29.10 Claims in the nature of ex-gratia payments shall not be entertained by the

Arbitrator as those are not contracted. 29.11 The question whether these conditions are equitable shall not receive any

consideration in the preparation of “points of defence”. 29.12 If the tenderer includes such claims in his submission, the fact that they are not

contractual will be prominently placed before the Arbitrator. All litigation related to this tender shall be within Delhi only. 30 DELAYS IN THE SUPPLIER’S PERFORMANCE

30.1 Delivery of the Goods and performance of the services shall be made by the

Supplier in accordance with the time schedule specified by the purchaser in its

purchase order. In case the supply is not completed in the stipulated delivery

period, as indicated in the Purchase Order, Purchaser reserves the right to short

close /cancel this purchase order and/or recover liquidated damage charges. The

cancellation/short closing of the order shall be at the risk and responsibility of

the supplier and purchaser reserves the right to purchase balance unsupplied

item at the risk and cost of the defaulting vendors. 30.2 Delay by the Supplier in the performance of its delivery obligations shall render

the Supplier liable to any or all of the following sanctions: forfeiture of its

performance security, imposition of liquidated damages and/or termination of

the contract for default.

Signature of Bidder

30.3 If at any time during the performance of the contract, the supplier encounters

condition impending timely delivery the goods and performance of service, the

Supplier shall promptly notify to the purchaser in writing the fact of the delay, its

likely duration and its cause(s). As soon as practicable after receipt of the

supplier’s notice, the Purchaser shall evaluate the situation and may at its

discretion extend the period for performance of the contract (by not more than

20 weeks) subject to furnishing of additional performance security by the

supplier @ 5% of the total value of the Purchase Order.

30.4 If the supplies are not completed in the extended delivery period, the purchase order shall be short-closed and both the performance securities shall be forfeited.

31 LIQUIDATED DAMAGES

31.1 The date of delivery of the stores stipulated in the acceptance of the

tender should be deemed to be the essence of the contract and delivery must be

completed not later than the dates specified therein. Extension will not be given

except in exceptional circumstances. Should, however, deliveries be made after

expiry of the contracted delivery period, without prior concurrence of the

purchaser and be accepted by the consignee, such delivery will not deprive the

purchaser of his right to recover liquidated damage under clause 31.2 below.

However, when supply is made within 7 days of the contracted original delivery

period, the consignee may accept the stores and in such cases the provision of

clause 31.2 will not apply.

31.2 Should the supplier fails to deliver the store or any consignment thereof within

the period prescribed for delivery, the purchaser shall be entitled to recover 0.5

% of the value of the delayed supply for each week of delay or part there of 10

(ten) weeks and thereafter at the rate of 0.7% of the value of the delayed

supply for each week of delay or part thereof for another 10 weeks of delay. In

the case of package supply where the delayed portion of the supply materially

hampers installation and commissioning of the systems, L/D charges shall be

levied as above on the total value of the concerned package of the Purchase

Order. Quantum of liquidated damages assessed and levied by the purchaser

shall be final and not challengeable by the supplier. However, when supply is

made within 21 days of clearance in the extended delivery period, the consignee

may accept the stores and in such cases the LD shall be levied up to the date of

clearance.

32 FORCE MEJEURE

32.1 If any time, during the continuance of this contract. the performance in whole or

in part by either party or any obligation under this contract shall be prevented or

delayed by reason of any war, or hostility ,acts of the public enemy, civil

commotion sabotage, fires, floods, explosions, epidemics, quarantine

Signature of Bidder

restrictions, strikes, act of God, provided notice of happenings, of any such

eventuality is given by either party to the other within 21 days from the date of

occurrence thereof, neither party shall by reason of such any event be entitled to

terminate this contract nor shall either party have any such claim for damages

against the other in respect of such non-performance and work under the

contract shall be resumed as soon as practicable after such event may come to

an end or cease to exist, and the decision of the BSNL as to whether the work

has been so resumed or not, shall be final and conclusive, provided that if the

performance, in whole or part of any obligation under this contract is prevented

or delayed by reason of any such event for a period exceeding 60 days either

party may, at his option terminate the contract.

32.2 Provided, also that if the contract is terminated under this clause, the Purchaser

shall be at liberty to take over from the Supplier at a price to be fixed by the

purchaser, which shall be final, all unused, undamaged and acceptable materials,

bought out components and stores in course of manufacture which may be in

possession of the Supplier at the time of such termination or such portion

thereof as the purchaser may deem fit, except such materials, bought out

components and stores as the Supplier may with the concurrence of the

purchaser elect to retain.

33 SET OFF

Any sum of money due and payable to the tenderer including security deposit

refundable to him under this contract shall be appropriated by BSNL and set off the

same against any claim of BSNL for payment of a sum of money arising out of this

contract or under any other contract made by the tenderer with BSNL.

Signature of Bidder

SECTION III

ANNUAL MAINTENANCE CONTRACT (AMC) SCOPE AND TERMS

1. The Annual Maintenance Contract shall start immediately after warranty period

ends. The comprehensive Annual Maintenance Contract (herein after called AMC) shall be for One year, extendable up to 3 years.

2. During the period of AMC the successful bidder (herein after called the Contractor) shall

(i) Diagnose the hardware and software faults. (ii) Rectify the hardware/software faults. (iii) Repair/replace the faulty PCB and any other part etc. of the equipment. (iv) Carry out the periodic preventive maintenance. (v) Upkeep the software periodically. (vi) Upgrade the software to latest version.

3. The bidder shall provide service/maintenance to the purchaser, in the presence of user, at the locations where Hardware and Software products will be installed.

TERMS & CONDITIONS

1. If any fault is not attended within 3 days, penalty of Rs.50/- per day is imposed

and the defect is not remedied within a period of 5 days a penalty of Rs. 100/- per day is imposed subject to a maximum of 25% of the gross cost of the item.

2. The bidder shall, at the time submitting of the bid, submit the proposal

specifying the fault control centre locations and how bidder proposes for carrying out repair under AMC. He shall also indicate what spare will be kept in different locations. The infrastructure planned to be created by the bidder to meet his obligations under AMC and his action plan to deal with the various situations arising out of hardware & software faults shall be clearly indicated.

3. The BSNL field units will report the faults on telephone/ through FAX/EMAIL to

the fault control centre of the contractor. 4. The purchaser shall pay the AMC charges to the contractor on half yearly basis

at the end of respective half-year and contractor shall submit a performance bank guarantee for the amount of AMC at the time of signing of the AMC agreement.

5. The contractor shall maintain spares/stock of printed circuit boards, sub

assemblies and accessories for the purpose of rectifying the faults and shall keep an up-to-date record. The same shall be liable for inspection by a BSNL team. The entire process of repair/replacement of defective components has to be completed within 15 days. In case of delay beyond 15 days the vendor shall be charged penalty

6. @Rs.200/-(Rupees two hundred only) per case per day for 30(thirty) days, and beyond that @Rs.300/-(Rupees Five hundred only) per day.

Signature of Bidder

7. The contractor shall prepare the schedule of preventive maintenance for each

half year and shall submit the same to AGM(NWP) in advance. The preventive maintenance shall not affect the normal functioning of the system.

8. The contractor shall maintain a consolidated logbook at its central location and also at each node (to be kept with BSNL) wherein the corrective/preventive maintenance undertaken by the contractor shall be entered and the user shall countersign the same.

9. Replacement of any part should be done with the approval of the BSNL

Personnel and a record is to be maintained with the same in charge. 10. The successful bidder shall supply all global software upgrades issued by the firms to

BSNL free of cost as part of the AMC as well as the maintenance of these upgrades. 11. The fees quoted for maintenance service of software shall be valid for the software

provided at the time of installation & commissioning of the system and subsequent upgrades till the expiry of the AMC.

12. The successful bidder shall be solely responsible for the maintenance and repair of the

software /hardware systems, equipments and parts, thereof and BSNL shall not be liable to interact with the partners/collaborators or subcontractors of the contractor.

13. Termination clause: In case the performance of the contractor during AMC is not

satisfactory, the purchaser shall be free to terminate the AMC during its currency, either in full or in part, after giving three months notice to the contractor and en-cash and forfeit the performance bank guarantee.

SECURITY DEPOSIT

1. If the purchaser permits to start the AMC, the contractor shall submit a performance

bank guarantee/DD issued by a Nationalized/Scheduled bank for the amount equal to 25 % of AMC, at the time of signing of the AMC agreement, not less than 10 days before the expiry of the warranty period. The bank guarantee should be valid up to six months after the expiry date of AMC. No interest will be paid for security deposit.

2. On successful completion of the contract period, the security deposit will be released back after settling all the dues to BSNL and obtaining No-Liability certificate from all end users.

3. Failure of any preventive/corrective maintenance or any maintenance under the AMC Contract will lead to forfeiture of the security deposit as a whole or part as the case may be.

PAYMENTS

1. The purchaser shall pay AMC charges to the contractor on half yearly basis at the end

of respective half year. The contractor shall submit periodic service report of the half year, legibly signed, dated and sealed by end users for releasing the payment of the bill. The bill will be paid subject to satisfactory performance of the contractual obligation under AMC that the Systems are working on the last date of the contract and no item taken for repair has to be returned back by the AMC Contractor.

2. If any equipment is not returned back or found defective or penalty is imposed, all such charges will be levied from the respective bill or any payment due to the contractor by the purchaser.

Signature of Bidder

SECTION IV

CHECK LIST

Tender No.:- DE/OFC(KBN)/IVRS/2014-15/10

1. Whether proof for payment of EMD for Rs ………… enclosed with Tender schedule

If Yes : Cash Rt.No. Dtd.

DD No. Name of bank

Payable at

2. Whether documents to prove eligibility

are enclosed. :

3. Whether Tenderer’s profile enclosed (Annexure A) :

4. Whether Technical Bid is enclosed in a separate Cover (Annexure B & Annexure C) :

5. Whether Financial Bid is enclosed in a separate Cover : (Annexure I)

6. Whether declaration of near relative is furnished (Annexure D) :

7. Whether letter of authorization if any is enclosed (annexure E) :

8. Detailed description of goods with essential technical

and performance characteristics :

9. Documents establishing the conformity of his bid to

the Bid Documents of all goods and services which

he proposes to supply under the contract :

10. Proof of documents establishing the eligibility

be Enclosed Date: Signature of Tenderer

Name and address

Signature of Bidder

SECTION V

Annexure A

TENDERER’S PROFILE

1. Full name of the Firm/Individual (In block letters) :

2. Whether Individual/Company/Partnership firm :

3. In case of Company/Partnership firm, name and designation of the person authorised to sign the contract agreement :

4. Address : 5. Telephone No. (Land Line & Mobile) :

6. Income Tax Permanent Account No. (PAN) :

7. Service Tax Registration No. (If applicable) :

8. Any other relevant details. :

9. VAT Registration Number :

I/We hereby declare that the particulars furnished above are correct.

Date: Signature of the tenderer:

Annexure-B

TECHNICAL BID

(*To be kept in a separate cover as Technical Bid *)

BID FORM

Tender No.:- DE/OFC(KBN)/IVRS/2014-15/10 dated 24/08/2016 To

The DE OFC KBN, O/o DY.General Manager Mtce, NTR BSNL,ND

Dear Sir,

1. Having examined the conditions of contract and specifications including addenda

Nos...................... the receipt of which is hereby duly acknowledged, we, undersigned, offer to supply and deliver .............................................. in conformity with the said contract and specifications for the sum shown in the schedule of prices attached herewith and made part of this Bid.

2. We undertake, if our Bid is accepted, to commence deliveries within (…….) days from the

date of issue of your purchase order. 3. If our Bid is accepted, we will obtain the performance guarantees of a Scheduled Bank for a

sum @ 5% of the contract value for the due performance of the contract. 4. We agree to abide by this Bid for a period of 360 days from the date fixed for Bid opening

and it shall remain binding upon us and may be accepted at any time before the expiration of that period.

5. Until a formal Purchase Order of Contract is prepared and executed, this Bid together with

your written acceptance thereof in your notification of award shall constitute a binding contract between us.

6. Bid submitted by us is properly sealed and prepared so as to prevent any subsequent

alteration and replacement. 7. We understand that you are not bound to accept the lowest or any bid, you may receive.

Dated this .........................day of .................... 2013 Name and Signature …………………………………………… In the capacity of ………………………………………………… Duly authorised to sign the bid for and on behalf of .............................................. Witness ......................................... Address ......................................... Signature …………………………………

TECHNICAL SPECIFICATION COMPLIANCE FORM

IVRS SYSTEM FOR VARIOUS SERVICES

Sl No. Hardware & Software Requirements Compliance Remarks

(YES/NO)

1 Server Computer (Branded) with associated N/W Hardware

2 Server compatible Intel processor

3 Motherboard with minimum 1 No of PCI-e and 1 No of PCI Slot.

4 RAM 4GB DDR3 expandable to 8GB

5 500GB SATA HDD

6 DVD Writer

7 10/100/1000Mbps Ethernet port

8 USB Port 4 or more

9 Cabinet which supports full length PCI-e card of 310mm length

10 TFT LCD/LED Monitor 18.5 inch.

11 Multimedia Keyboard & Optical Mouse

12 Operating System: Windows 2008 Server standard edition

service pack 2 with product key or higher.

13 Voice Card(s) : 8 Port Analog Card or Gateway

14 Anti Virus Software Package and its updates periodically.

15 Onsite Comprehensive Warranty for 3 (Three) years after

successful installation (inclusive of parts/labour/other charges)

Sl Functionality with Application Software Requirements Compliance Remarks

No. (YES/NO)

1. The system must be capable for dialling 10 outgoing calls

concurrently.

2. The system must be capable to send the message of bill

dispatch information by taking the data from the given file.

3. The system must be capable to remind the customers about

Booked fault status.

4. The system must be capable to record, use and replay any

type of local message as per the requirements of BSNL for

different purposes.

5. The system must be capable to capture the called details like

success, failed, not dialled etc.

6. The system must be capable to redial the unsuccessful calls

automatically.

7. The system must be capable to answer the customer

queries from the given files .

8. The system must be capable to capture the calling line

identity of calls received.

9. The system is capable for receiving 8 Incoming calls

concurrently.

10. Complaint booking of leased circuits & other service

It should provide welcome message, language selection,

11. product selection, facility to enter faulty number, contact

number etc. for the incoming calls and issue docket number.

12. Integrated Call Centre requirements as per Annexure C are

to be met with fully.

The detailed call flow requirement of complaint booking system is as given

Annexure-C. Any up gradation whenever needed is to be incorporated immediately. OG & Incoming Channel selection shall be made flexible. Interfacing with CDR (packages like CRM, Clarity etc.) if needed has to be implemented.

Message customization in different languages for all the services as given by BSNL shall be done during implementation of the system.

All the above requirements are to be fully complied with.

Place …………………………… Date …………………………..

Annexure - C

(*To be kept in a separate cover as Technical Bid *)

Call Flow for Integrated Call Centre IVRS APPLICATION SOFTWARE MODULE

C.1 Booking of Leased Circuit Complaint :

(i) As the voice call will land on the IVRS, the IVRS shall answer after 2 rings & announce:

‘Namaskar, Dial ‘1’ for English, or Dial ‘2’ for Hindi’.

(ii) After the subscriber dials the digit to choose the language of his / her choice, the IVRS

shall welcome the caller in the language chosen.

(iii) Then the IVRS shall prompt the caller to dial the Leased Circuit Id No. It shall also

Announce that in case the Leased Circuit Id is not known, please get in touch with the DE OFC

NTR BSNL Kidwai Bhawan.

(iv) After receiving the Leased Circuit Id. No. dialed by the caller, the IVRS shall repeat the

digits received and ask the caller to confirm by dialing the digit “1‟, else he / she has to dial

digit “2‟ for re-entry of the leased circuit Id No. The IVRS shall keep track of the no. of times of

re-entries by the caller and after two wrong attempts shall disconnect the call announcing

“Please dial after correctly ascertaining the Id No.”

(v) After the Leased Circuit Id entry is confirmed, the IVRS shall check whether the leased

circuit Id is a valid circuit in the database and whether a Complaint is already booked for that

circuit.

(vi) In case a docket is already booked, the IVRS shall announce :

“Docket is already booked on <date>, the docket No. is <>” & terminate the call by saying

„Bye‟.

(vii) On getting the requisite information, the IVRS shall register the compliant and announce

the Docket No. to the caller and terminate the call saying “Bye”.

(viii) The complaint database in the IVRS shall contain all the database fields for the leased

circuit concerned, plus the Docket No, the date & time of booking of docket and the end of the

circuit which is having problem.

(ix) If the Leased Circuit Id No. received from the Caller is not in leased circuit database of the

IVRS, the IVRS shall announce that :

“The leased circuit Id is invalid, please get in touch with the DE OFC NTR BSNL Kidwai Bhawan.

Report Generation :

D1. The Following Reports shall be generated by the Application Software :

(i) Daily & Monthly MIS report including :

+ Total No. of Complaints Booked, Total Complaints cleared, total complaints pending.

+ Complaints cleared within 24 hrs, within 24 to 48 hrs, 48 to 96 hrs& beyond 96 hrs.

+ Complaints pending duration wise (less than 48 Hrs, 48 to 96 hrs, more than 96 hrs).

+ Average duration of Faults, Minimum & Maximum durations of faults & percentage of such

cases of the Total. Areas where fault propensity is highest etc.

There Must be option for report generation for specific period (like 10-Oct 2014 to 10 Nov

2014) Circuit bandwidth wise, Leased circuit Owner wise, to place, IVRS user wise etc.

D.2 At the IVRS PC, there shall be a Menu driven user friendly interface accessible using log-in

& password. There shall be provision of on-screen Help and facility for interpretation of error

messages.

D.3 There shall be facility for Leased Circuit database entry with validation features to prevent

anomalies& detecting duplicate entries. Also there shall be facility for importing

/ exporting data in MS-Excel format for the purpose of database updating.

D.4 There shall be facility in the Menu for obtaining details of each information in the MIS

report. Plus, there shall be facility for display / print of top 10 longest duration faults for a

given date / month.

D.5 The Menu choice shall be available for obtaining Fault Statistics Circuit type wise,

Bandwidth wise,& Customer wise for a specified period.

D.6 There shall be facility (by selection from Menu) to browse the Leased Circuit database with

various sorting / grouping orders / data filters etc. It should also be possible to obtain no. Of

circuit count under various data filter settings.

D.7 There shall be facility for database entry editing / searching / updating of common field

info

in one stroke etc.There Must be option of searching by Advice note/BCA.

D.8 All Reports / Statistics shall be displayed 1st on the IVRS PC Monitor with facility to Print,

Save, Send via e-mail etc.

There must be facility to add 4-5 users who can log on to the IVRS server simultaneously.

Compatibility with recent versions of Operating Systems e.g. window 2007 or above and

with latest hardware should be there

Annexure - D

Near relative certificate

I / We………………………………………..……S/o………………………………………………………

hereby certify that none of my relative(s) ,as defined in the tender document is/are

employed in BSNL units as per definitions given in tender document. In case,at any stage,

it is found that the information given by me/us is false/ incorrect, BSNL shall have the

absolute right to take any action as deemed fit / without any prior intimation to me/us.

Signature with seal of the Tenderer / Authorized Signatory

Place …………………………… Date …………………………..

Annexure- E

Letter of Authorisation for attending Bid opening

(To be submitted before Tender Opening) To

TheDy. General Manager, NTR, BSNL, ND.

Sir,

Subject: Authorisation for attending bid opening on ___________________ (date) for the tender of ________________________________________________________.

Following person is/are hereby authorized to attend the bid opening for the tender mentioned above on behalf of _______________________________ (Bidder) in order of preference given below.

Order of Preference Name Specimen Signatures ________________________________________________________________ I 2. Signatures of

bidder or Officer authorised to sign the bid documents on behalf of the bidder.

Note: 1. A maximum of two representatives will be permitted per bid to attend bid opening. Permission for entry to the hall where bids are opened may be refused in case authorisation as prescribed above is not received.

Annexure - F

CERTIFICATE

(FOR TENDER DOCUMENT DOWNLOADED FROM INTERNET)

I, …………………………………………………………………… (Authorized Signatory)

hereby declare that the tender document submitted has been downloaded from the website

www.ntr.bsnl.co.in. or www.tender.bsnl.co.in and www.tenderwizard.com/BSNL and no

addition/deletion/correction has been made in the downloaded tender document. I also

declare that I have enclosed a DD for Rs……………………………. towards the cost of bid

document along with the tender.

Signature of the Tenderer / Authorized Signatory

Place …………………………… Date ………………………….. Name of the Tenderer ………………………………………………………


Annexure - G

AGREEMENT

An agreement made this ……………………between the Bharat Sanchar Nigam Ltd, herein after called the BSNL (which expression shall unless excluded by or repugnant to the contest, include his successors and assignees) on the one part and --------------------------------------- , having its registered office …………herein after called the contractor assignees on the other part.

Whereas the BSNL is desirous of purchasing the following items confirming to tender specification (No PLG1/1/Tender/IVRS System/2013-14/ Dated -12-2013) mentioned below Name of item Rate per unit ------------------------- ____________

The rate quoted are inclusive of all charges (…………………………………………………………)

And where as the contractor is ready and willing to supply the same in accordance with the terms and conditions of the tender. Now, therefore, this agreement witnesseth and it is hereby agreed and declared as follows:-

1 The tender notice, general instructions and guidelines to the tender, special terms

and conditions of the tender, tender schedule, particulars of the tender annexed hereto and any other additional particulars, instruction as may be found requisite to be given during the validity period of contract shall also be deemed to be included in the expression contract document wherever herein used

2 In consideration of payments to be made to the contractor for the supply of

aforementioned items by him the contractor hereby covenants with the contract

documents to duly provide, execute and complete the said supply and shall perform all other acts, deeds, matters and things in the contract mentioned or to be implied there

from or may be reasonably necessary for the completion of the said supply at the time

and in the manner and subject to the terms and conditions mentioned in the contract

3 In consideration of the due provisions, executions and completion of the said supply,

BSNL hereby agrees with the contractor that BSNL will pay the contractor the respective amount for the quantity of materials supplied by the contractor as per the terms and conditions of the said tender and such other sum(s) as may become payable to the contractor under the provisions of the contract.

4 The Deputy General Manager Telecom, Mtce NTR, ND, reserves the rights to cancel

the contract on this ground without prejudice to the rights enforcing penalty and blacklisting.

5 I/We agree to abide by all the conditions stipulated above and also those conditions

given in the Tender schedule. In token of thereof I/We affix my/our signature /s with seal hereunder.

Signed and Delivered Signed and Delivered for by the Firm/Individual and on behalf of NTR ND

Name:

In the presence of In the presence of

1. Signature 1. Signature Name: Name: Address: Designation:

2. Signature 2. Signature Name: Name:

Address: Designation:

Annexure - H

PERFORMANCE SECURITY GUARANTEE BOND 1. In consideration of the DY General Manager Mtce NTR BSNL, ND (hereinafter called ‘BSNL’) having agreed to exempt ______________________ (hereinafter called ‘the said supplier(s)’) from the demand under the terms and conditions of an agreement/ Final Acceptance letter No _________________________________ dated ________________ made between _____________________ and_____________________________________ for the supply of ______________________________________________ (hereinafter called “the said agreement ”), of security deposit for the due fulfilment by the said supplier (s) of the terms and conditions contained in the said Agreement, on production of the bank guarantee for ____________________________ we, (name of the bank) _____________________________ (Hereinafter refer to as “the bank”) at the request of ___________________________________ (supplier(s)) do hereby undertake to pay to the BSNL an amount not exceeding __________________ against any loss or damage caused to or suffered or would be caused to or suffered by BSNL by reason of any breach by the said Supplier(s) of any of the terms or conditions contained in the said Agreement.

2. We (name of the bank) _____________________________ do hereby undertake to pay the amounts due and payable under this guarantee without any demure, merely on a demand from the BSNL by reason of breach by the said supplier(s)’ of any of the terms or conditions contained in the said Agreement or by reason of the suppliers(s)’ failure to perform the said Agreement. Any such demand made on the bank shall be conclusive as regards the amount due and payable by the Bank under this guarantee where the decision of BSNL in these counts shall be final and binding on the bank. However, our liability under this guarantee shall be restricted to an amount not exceeding ___________________________________.

3. We undertake to pay to the BSNL any money so demanded notwithstanding any dispute or disputes raised by the supplier(s)/supplier(s) in any suit or proceeding pending before any court or tribunal relating thereto our liability under this present being absolute and unequivocal. The payment so made by us under this bond shall be valid discharge of our liability for payment there under and the supplier(s) shall have no claim against us for making such payment.

4. We( name of the bank)________________________________ further agree that the guarantee herein contained shall remain in full force and effect during the period that would be taken for the performance of the said agreement and that it shall continue to be enforceable till all the dues of the BSNL under or by virtue of the said Agreement have been fully paid and its claims satisfied or discharged or till ________________________(office/Department) BSNL certifies that the terms and conditions of the said Agreement have been fully or properly carried out by the said supplier(s) and accordingly discharges this guarantee. Unless a demand or claim under this guarantee is made on us in writing on or before the expiry of FIFTY MONTHS (as specified in P.O) from the date hereof, we shall be discharged from all liabilities under this guarantee thereafter. 5. We (name of the bank)________________________________ further agree with the BSNL that the BSNL shall have the fullest liberty without our consent and without affecting in any manner our obligations hereunder to vary any of the terms and conditions of the said Agreement or to extend time of performance by the said supplier(s) from time to time or to postpone for any time or from time to time any of the powers exercisable by the BSNL against the said Supplier(s) and to forbear or enforce any of the terms and conditions relating to the said agreement and we shall not be relieved from our liability by reason of any such variation, or extension being granted to the said Supplier(s) or for any forbearance, act or omission on the part of the BSNL or any indulgence by the BSNL to the said Supplier(s) or by any such matter or thing whatsoever which under the law relating to sureties would, but for this provision, have effect of so relieving us.

6. This guarantee will not be discharged due to the change in the constitution of the Bank or the supplier(s). 7. We (name of the bank) _______________________________ lastly undertake not to revoke this guarantee during its currency except with the previous consent of the BSNL in writing. Dated the ________________ day of _____________ For _______________________________ (Indicate the name of bank

Annexure – I

Financial Bid

(*To be kept in separate cover as Financial Bid *)

TENDER FOR SUPPLY, INSTALLATION AND COMMISSIONING OF NEW IVRS SYSTEM FOR

VARIOUS CUSTOMER SERVICES IN DGM MTCE. NTR BSNL ND. To

The Deputy General Manager NTR, NEW DELHI

Sir, Sub: TENDER FOR SUPPLY, INSTALLATION AND COMMISSIONING OF NEW IVRS SYSTEM

FOR VARIOUS CUSTOMER SERVICES NTR DELHI, – reg. Ref : Tender No.:- DE/OFC(KBN)/IVRS/2014-15/10

Dated 24/08/2016

I/We have gone through the terms and conditions detailed in the tender schedule in the

reference cited above. I am agreeable to all the terms and conditions mentioned there in. My rate for the above items as per the specifications, are furnished in words and figures.

Compos Comp

Basic Sales ite Composite Price

Items

Description Price per Tax / Price In words rehens

unit (Rs.) VAT (Rs) (Rupees ive

AMC

(a) (b) (c)= (d)

rate

(a+b)

Supply, Server Computer with

Installation and required specification as

Commissioning on Annexure - B

of IVRS

System for 8 Channel Analogue Gateway

various

customer

Application Software &

services as per

Customization of various

Annexure-B services as mentioned in

C. Annexure – B & C.

clients 5 numbers

Total

Amount

NO

T

E

:

1. Basic price should be quoted for one number of the item. 2. AMC should be quoted as the percentage of the composite price at ‘c’.

3. BSNL is registered under KGST & CST acts, concessional rate of ST @ 2% only is payable for

the purchases. BSNL will issue form ‘C’ or KGST as the case may be. 4. In Column d, the amount should be clearly written in words

5. Prices once quoted shall be firm and final and no upward revision shall be allowed. Any

reduction in duties/ Taxes of the hardware due to changes in duties/Taxes and change in

policies of the Government during the supply period should be passed on to BSNL by the successful tenderer

Station: Date: Signature with seal of the Tenderer / Authorized Signatory

SECTION –IA E-TENDERING INSTRUCTIONS TO BIDDER General: These Special Instructions (for e-Tendering) are part of the Tender Documents. Submission of Bids only through online process is mandatory forthis Tender. For conducting electronic tendering,BSNL NTR New Delhi is using the portal www.ntr.bsnl.co.in. or www.tender.bsnl.co.in and www.tender wizard.com/BSNL of M/s ITI Ltd, a Government of India Undertaking. 1.0 Tender Bidding Methodology: Sealed Bid System: Single Stages – Using Two Envelopes. In case of two envelope system Financial & Techno-commercial (Qualifying) bids shall be submitted by the bidder at the same time. 2.0 Broad outline of activities from Bidders prospective: (i) Procure a Digital Signing Certificate (DSC). (ii) Register on tenderwizard portal. (iii) View Notice Inviting Tender (NIT) on tenderwizard portal. (iv) Download official copy of Tender Documents from tenderwizard portal. (v) Bid-Submission on tenderwizard portal. (vi) Attend Public Online Tender Opening Event (TOE) on tenderwizard portal (vii) Opening of Financial-part (Only for Technical Reverse Responsive Bidders). For participating in this tender online, the following instructions need to be read carefully. These instructions are supplemented with more detailed guidelines on the relevant screens of the www.ntr.bsnl.co.in. or www.tender.bsnl.co.in and www.tender.wizard.com/BSNL of M/s ITI Ltd, a Government of India Undertaking. 3.0 Digital Certificates: It is mandatory for all the bidders to have class-III Digital Signature Certificate (in the name of person who will sign the Bid) from any of the licensed Certifying Agency (Bidders can see

the list of licensed CA‟s from the link www.cca.gov.in) to participate in e-tendering of BSNL.

4.0 Registration: The Bidder has to register (if not registered earlier) with ITI website www.tenderwizard.com/BSNL with a non-refundable registration fee of Rs. 3500/- (Rs Three Thousand Five Hundred plus taxes as per GoI latest tax structure. The registration fee is payable once on a yearly basis. For Registered vendors: Renewal is required. The procedure for the registration is as under: 1) Go to the url:-www.tenderwizard.com/BSNL 2) In the home page, click on Vendor Registration. 3) In the Vendor Registration form, vendor has to fill up the applicant details, upload minimum any of three self-attested documents (PAN Card, Registration, DVAT, Service Tax Registration, Work Order), digital signature information. 4) After submission of the form, the User-id and Password are generated in the form of Acknowledgement. 5) The Annual registration fee shall be in the form of e-payment of amount Rs.3500/- plus taxes as per GoI latest tax structure. Note: After successful submission of Registration details and Annual Registration Fee (as applicable), please contact ITI Helpdesk (as given below), to get your registration accepted/activated. 1. Helpdesk landline No: 011-49424365

2. In case of any query regarding e-tendering the bidder can contact ITI Office No. 011-48424365(Delhi) and 0172-3934667(Chandigarh). 7 Signature of tenderer & Seal



http://www.tenderwizard.com/BSNL

All the bidders are requested to get themselves registered well in advance and no extra time will be considered for the delay in on-line Vendor Registration, if any. In case bidders wait till the last moment for uploading tenders, and if any technical problem is encountered at that time, the Bid closing time may elapse.

5.0 Bid related Information for this Tender The entire bid-submission would be online on tenderwizard portal i.e.https://www.tenderwizard.com/BSNL.

Broad outline of submissions are as follows:

(i) Scanned copy of Earnest Money Deposit (EMD) and Tender Document Cost. (ii) Digitally signed copy of Tender Documents/Addendum/addenda. (iii) Scanned copies of required documents.. (iv) Techno-commercial –Part. (v) Financial-Part.

6.0 Offline Submissions: The bidder is requested to submit the following documents offline to SDE (Technical) O/o Deputy

General Manager Mtce. NTR‟, 6th Floor, Kidwai Bhawan Janpath, New Delhi on or before the date

& time of submission of bids specified in covering letter of this tender document, in a Sealed Envelope. The envelope shall bear (name of the work), the tender

number and the words “DO NOTOPEN BEFORE‟ (due date & time).

1. EMD-Bid Security in Original. 2. DD against payment of tender fee. 3. Required Documents along with Tender Document

BID Document - Bharat Sanchar Nigam Limited · Complaint Booking System for Leased Lines The IVRS...

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