PRE – TENDER MEETING FOR COLLECTION OF DOMESTIC, INDUSTRIAL & COMMERCIAL METER READING IN DELHI & NCR FOR 02 YEARS UNDER RATE CONTRACT

1. BACKGROUND:

Indraprastha Gas Limited (A joint venture of Gail India Ltd., BPCL & Govt. of NCT of Delhi) is a pioneer & Leading Company which is supplying Piped Natural Gas (PNG) to domestic, commercial and Industrial consumers and Compressed Natural Gas (CNG) to automobiles in NCT of Delhi and adjoining towns (NCR). IGL is supplying CNG through more than 400 CNG stations and PNG to more than 7.0 Lacs domestic consumers in NCT of Delhi and adjoining towns (NCR). IGL has started its city gas distribution activities in recently allotted geographical area of Rewari. IGL invites the prospective bidders for pre tender meeting for detail discussion on technical & commercial aspects through EOI for collection of domestic, industrial & commercial meter reading in Delhi & NCR for 02 years under rate contract. The meeting shall be conducted as per following Schedule at IGL Bhawan, 4, Community Centre, Sector-IX, RK Puram, New Delhi 110022:

EOI Number IGL/ND/C&P/CM14501 dtd 07.09.2017

Name of the Tender Collection of domestic, industrial & commercial meter reading in Delhi & NCT for 02 years under Rate Contract

Submission of EOI Starts from 07.09.2017 up to 12.09.2017 upto 1700 hrs.

Pre- tender meeting date and venue

At 1700 hrs. on 12.09.2017 (IGL Bhawan, R.K. Puram, New Delhi-110022

The following documents needs to be submitted with the EOI: a) Balance sheet of last 03 years b) PO/Order copies towards experience in printing of stationary items

All subsequent changes w.r.t above tender will be posted only on www.iglonline.net. All potential bidders are requested to kindly confirm your participation till 08.08.2017 upto 1500 hrs at following email ids: a) Debasish Das: debasish@igl.co.in b) Agarwal, Prashant: prashant.agarwal@igl.co.in c) Sanjeev Kumar Bhatia: sanjeevk.bhatia@igl.co.in

The following details needs to be submitted in the pre-tender meet on 12.09.2017:

i) Bidder‟s executed value for similar work under a single order/contract within last 5 years

ii) Bidder‟s achieved a minimum turnover in any of preceding three financial years.

iii) The net worth of the bidder for the preceding year.

iv) Bidder‟s working capital for previous three financial years. Encl. Scope of Work SCOPE OF WORK

SCOPE OF WORK

The method of collecting meter reading is subject to change as per the decision of the management

of IGL.

Smartphone based Meter Reading

a) The Vendor to distribute the list of customers to the meter readers on their Smartphones through

GPRS. b) The meter readings once entered, would automatically be converted into soft copy. c) The photographs clicked along with the meter reading, shall be send to the IGL server. d) After successfully updating the billable meter reading through smart phone automatic email to

the customer to be triggered through the system. e) If in case the vendor representative declares the case as house lock or customer refusal, a SMS

shall be triggered to the customer intimating him the status. The cost of sending the SMS shall be in the vendor scope.

f) Validations/alerts as provided through mobile based software application should be applied at field level at the time of meter reading. Separate training for the same will be given to all meter readers regarding the same.

g) The report generation would be carried out by a customized software. The cost of the development and maintenance of software for Smartphone phone based meter reading would be borne by IGL.

h) The Vendor shall arrange to provide the above mentioned cases after completion of meter reading activity, to IGL in a format as desired by IGL. The above mentioned list is subject to change as per the requirement.

i) The meter reader shall visit the Zonal control room/ IGL Corporate Office / Zone regularly to collect the relevant data / format & update the list accordingly. The Vendor shall be responsible for generation of periodical reports in formats as desired by IGL.

j) The Vendor shall coordinate with designated employees of IGL for carrying out the meter reading.

k) The Vendor shall provide exception reports and inform IGL for necessary actions. l) The Vendor shall maintain data security to avoid any theft of data for any misuse. The entire data

available with vendor shall be the sole property of IGL and should not be shared or misused in any form.

Definitions: The meter reader, upon visiting the customer‟s premises, would observe mainly the following cases:- a) Normal Case – The meter reader is able to collect the meter reading of the customer

successfully. b) Lock Case – The meter reader finds the customer‟s premises locked/doesn‟t have access to the

meter. c) Temporary Disconnection – The customer has opted for temporary disconnection. The meter

reader shall nevertheless collect the meter reading. d) Permanent Disconnection – The customer has requested permanent disconnection of the PNG

installation at his/her premise. The meter reader shall report such cases to IGL in their exception report.

e) Meter Change Cases – The customer‟s meter has been changed recently. The meter reader shall collect the meter reading and note the new meter number for rectification of records.

f) Wrong Meter Number/ Meter number not clear - If the actual meter number is not clear/legible, the meter reader shall forward the list of such cases to IGL for rectification.

g) Meter defective – The customer‟s meter is found to be defective by the meter reader. The meter reader must report the same to IGL appropriately.

h) Tampering with Meter/ Malpractices – The customer‟s meter is found to be tampered with. i) The meter reader shall forward the details of such customers to IGL. j) Negative Consumption (applicable for basic meter reading) – The customer‟s current meter

reading is lower than previous meter reading. The meter reader shall collect the latest meter reading and forward the details to IGL.

k) Zero consumption (applicable for basic meter reading) – An exception report (format as prescribed by IGL) to be prepared and sent to Marketing in case the customers current reading is same.

l) Meter Damage- The customer‟s meter is found to be damaged. The meter reader shall forward the details of such customer to IGL immediately.

m) Leakage in Pipeline Installation: While collecting the meter reading, if the meter reader observes any leakage in the pipeline stream of IGL, then the meter reader shall immediately inform about the same to IGL.

n) Not legible: The meter reader is unable to take the meter reading due to smoky glass/glass broken.

Data for Collection of Meter Reading: The Vendor shall obtain the relevant data regarding meter reading from IGL prior to collecting the meter reading. The meter reading data would also consist of following details:- a) The meter reading activity is categorized into two type of categories i.e. Standard Meter Reading

and Special Meter Reading. b) In “Standard Meter Reading”, the reading collected by the vendor under Normal reading, Meter

Defective, Meter Change, Temporary Disconnection and Permanent Disconnection (if any), High Positive, Zero, Negative consumption and Meter Change cases.

c) The “Special Meter Reading” comprises of cases in which the reading are not received in the Standard Meter Reading category. These may include cases like Repeated Estimated Cases, WMR, VIP, TD or PD as the case may be.

d) During the ongoing portion, if the meter reader of Standard Meter Reading vendor declares the case as House Lock or customer refusal, the same case shall be forwarded to Special Meter reading vendor.

e) It is at the discretion of IGL to include or exclude the constituents of the categories in Standard Meter Reading and Special Meter Reading at any point of time.

f) A list of customers whose readings are to be collected in both the categories mentioned above. g) Separately marked list of customers whose previous bills have been raised on estimated basis

(due to unavailability of customer at his/her premises „or‟ for any other reason) shall be shared with vendors.

h) Separate list of Temporary Disconnection (TD) cases of every billing portion will be provided for

meter reading in either category of Meter reading.

i) In Special Meter Reading category, the vendor should have sufficient additional resources to deal with urgent cases/wrong meter reading complaint cases other than regular/portion readings. On such cases, the meter reading is required on the same day (Average number of such cases would be around 5000-6000 per month).

j) The Vendor shall provide the observations w.r.t. the above mentioned cases after completion of meter reading activity, to IGL in a format as prescribed by IGL. The above mentioned list of scenarios is subject to change as per the requirement.

k) On activation of any new MRU, it will be shared with the vendor and prior confirmation will be taken from them.

l) In both type of meter reading categories, the vendor has to, for all cases that have been billed estimated for the first time, additional efforts such as calling customers before visiting them, visiting customers on weekends or in early/late hours, obtaining customer availability details from the neighbors/RWA etc have to be put in by meter readers to get the photo reading of that customer. Vendor must ensure that the number of repeated estimated billed cases shall be as low as possible, preferably not more than 2 times.

m) The Special Meter Reading vendor should have a separate team of meter readers for meter readings of approx. 1000-1500 VIP customers in each billing cycle. A supervisor is required to supervise this special team to ensure that 100% photo based meter readings are collected and sent to IGL. Also, it shall be the responsibility of supervisor to provide necessary support to the meter readers viz prior calling/visiting customer premises, if required.

n) In both type of meter reading categories, if the meter reader finds the house locked, he shall leave a “Sorry! We Missed You” sticker/tag (with contact details of the meter reading agency) at the front door of the customer. The cost of printing stickers/tags (design to be approved by IGL) is to be borne by Vendor. Vendor will have to obtain the confirmation of the design/size of Sicker/Tag from IGL. Any premise lock case submitted without adequate proof would not be entertained and viewed seriously.

o) In both type of meter reading categories, in case of house found locked cases, the meter reader shall call the customer and visit the customer‟s premises at a convenient time as per the customer and record the meter reading.

p) In both type of meter reading categories, the meter reader shall visit the customer‟s premises for a minimum three times and make reasonable endeavor to collect meter reading before submitting the “lock” status to IGL, upon which the customer shall be billed on estimation basis. The 3rd visit by meter reader on premise lock cases should be made on public holidays / weekends to increase the possibility of finding the customers. IGL shall not pay the Vendor for readings received as “lock”.

Features Meter Reading Of PNG Domestic Customers:

The salient features of PNG domestic segment are given below:-

Billing frequency of a Customer : Bimonthly Average No. of Customers per zone is as follows:

Zones No. of Customers in First

Year No. of Customers in Second

Year

CENTRAL 57811 69373

EAST 89489 107387

GHAZIABAD 108885 130662

GREATER NOIDA

14196 17035

NOIDA 65760 78912

NORTH 110261 121287

SOUTH 114623 126086

WEST 120783 132862

Rewari 2000 3000

Total 683808 786602

These are the tentative quantities which may subject to change.

There will be no minimum guarantee for the quantity of number of PNG connection for which the meter reading needs to be taken.

No claim shall be entertained if the quantity of no. of PNG customers of whom meter reading needs to be taken decrease from the numbers mentioned above.

TERMS AND CONDITIONS

I. General Conditions:

It is realized that the PNG customer‟s profile and customer requirements are different in different

zones. Therefore, a need is felt to put focused efforts in collecting the meter reading depending upon

the zone. So, a separate line SOR is invited for each combination of zones represented below:

Combination of Zone

SOR Zone No. of

Customers in First Year

No. of Customers in Second Year

SOR I East, Central, South Delhi and Rewari 263923 305846

SOR II North and West 231044 254148

SOR III Ghaziabad, Noida and Gr. Noida 188840 226608

Total 683808 786602

In addition to the above, there will also be separate SOR items for two type of meter reading

category, one for Standard Meter Reading and another is Special Meter reading. The details for

both is explained below:

a) There will be TWO type of meter reading categories, Standard Meter Reading and Special

Meter Reading. Both type of meter reading shall have different SOR.

b) At the first place, the vendor shall bid for collection of meter reading of domestic PNG

customer in Delhi and NCR region in Standard Meter Reading activity.

c) Further, the bidder shall have the option of participating in the Special Meter Reading category

or a separate vendor may be inducted for this activity. This shall form SOR IV.

d) The portion wise list of customers shall be shared with the vendor under Standard Meter

reading category for collection of meter reading. IGL may separately share the list of

Repeated Estimated cases so that the reading shall be collected. The vendor in Standard

Meter reading category shall put all its efforts in collecting more than 90% meter reading in

each portion.

e) Cases such as Repeated Estimated cases, on request special meter reading by IGL, WMR,

VIP or any other case for which the meter reading is either not received or is not available or

is required immediately at the requirement of IGL shall come under the category of “Special

Meter Reading” category.

f) In a portion, if the Standard Meter Reading vendor is unable to collect the meter reading, such

cases shall be forwarded to Special Meter Reading category vendor.

g) If it is felt or observed that the performance of Standard Meter Reading vendor is not up to the

expectation of IGL or is not showing any improvement or is deteriorating with time, IGL

reserves the right to re-distribute the cases to Special Meter Reading vendor.

h) In the same manner, if Special Meter reading vendor is not performing up to the expectation of

IGL or is not showing any improvement or is deteriorating with time, IGL reserves the right to

re-distribute the cases to Standard Meter Reading vendor.

i) The area of operation of Standard Meter reading and Special Meter Reading vendor shall not

be same and will be mutually exclusive. To dissuade from the tendency of not collecting the

meter reading under Standard Meter reading category, when the benchmark target is

achieved, the zone allocated to one vendor under Standard Meter Reading shall not be

allocated the same zone in Special Meter Reading category.

j) Further, if either in Standard or in Special Meter reading category the repeated estimated

cases emerges repeatedly for three times then such cases shall may attract a deduction of

Rs.100 per case or suitable action may be initiated as per C&P procedures.

II. Smartphone Based Meter Reading

a. The Vendor to distribute the list of customers/meters to the meter readers on their

Smartphones through GPRS.

b. Further, the meter readings once entered, would automatically be sent to IGL. c. The report generation would be carried out by a customized software. The cost of the

development and maintenance of software for smart phone based meter reading would be borne by IGL.

i) In both type of Meter Reading categories, the method of collecting meter reading can change

as per the decision of the management of IGL. Vendor to record the meter reading through Smartphone (Cost of mobile phone - approx Rs 10,000 to 11,000 per set, SIM cards & monthly usage expenses of approx Rs 250 to 300 per Month per SIM Card) will be borne by the vendor. If some network problem persists for a longer duration (a rare phenomenon), vendor may be asked to collect readings manually, at the same cost but only upon prior permission from IGL. Specifications of Mobile phone for meter reading will be finalized by IGL. Any issue related to quality of photo will not be entertained. The Vendor shall be solely responsible for the maintenance/repair/loss due to theft/ negligence of Smart mobile phone required for the meter reading process.

ii) In both type of Meter Reading categories, the vendor shall take the photo of meter reading

based upon the mobile based application. The meter reading shall only be treated as complete if both the meter reading photo quality and the meter reading punched is clear and correct. If any incoherence is observed between the two, or any one of them is missing, such cases may be treated as wrong meter reading cases.

iii) In both type of Meter Reading categories, the vendor shall arrange to distribute the data among adequate number of meter readers for completion of meter reading exercise within the defined time frame.

iv) In Standard Meter Reading, The meter reading activity is to be completed within a timeframe of 12 days from the date of handover of the list of customers for meter reading. In any case, all photo readings should be submitted to IGL on or before 27th /28th & 12th of every month for odd & even portions respectively. All the readings submitted beyond the schedule (for any reasons attributed to vendor) may not be accepted if the reason of delay is attributable to vendor.

v) In Special Meter Reading, the meter reading activity is to be completed within a timeframe of 7 days from the date of handover of the list of customers for meter reading. In any case, all photo readings should be submitted to IGL All readings submitted beyond the schedule (for any reasons attributed to vendor) will not be accepted.

vi) In Standard Meter Reading category, in every billing cycle/portion, minimum 90% of the

readings received should be photo based meter readings. IGL shall review this percentage after completion of all four billing cycles/portions i.e. 2 months period at present.

vii) In Special Meter Reading category, in every billing cycle/portion, minimum 70% of the readings received should be photo based meter readings of the no. of cases allocated to it. IGL shall review this percentage after completion of all four billing cycles/portions i.e. 2 months period at present.

viii) In both type of Meter Reading categories, the vendor shall maintain the records of all existing

customers and continuously update the same by coordinating with IGL.

ix) In both type of Meter Reading categories, the meter reader shall visit the customer‟s premise for

recording the meter reading. The meter reader shall make door to door visit of all the installation

and record the meter reading. Meter reader visiting customer premise should have a valid ID card

with company stamp and should be in proper uniform. The color & pattern of the uniform will be

common for all the vendors and to be decided in consent with IGL. Cost of ID cards & uniform

will be in the scope of vendor. IGL may carry out surprise checks to vendor‟s office as well as

in field and if it is found that the meter readers are either not carrying ID card or not in proper

uniform, a penalty of Rs. 250 per instance may be imposed on the vendor. Vendor to ensure

that any payment from the customer in cash or by any other means is not to be accepted by

the Meter Reader. Neither the meter reader should enter into any sort of transaction with the

customer. If any such case is observed, then

Suitable warning shall be given on first instance. Token Penalty of Rs 250 per instance from 2

nd instance onwards will be imposed by IGL on

the vendor.

x) In both type of Meter Reading categories, validations/alerts as provided through mobile based

software application should be applied at field level at the time of meter reading. Separate training for the same will be given to all meter readers regarding the same.

xi) In both type of Meter Reading categories, premise visits by the meter reader should be made

between 8am – 7pm on all days for all cases until and unless customer has given a specified

time for the visit.

xii) In both type of Meter Reading categories, any normal case that has been wrongly reported

needs to be resubmitted with correct reading, within 24 hrs, with proper reasoning for wrong

reporting.

xiii) In both type of Meter Reading categories, vendor should have adequate manpower & mobile phones available with them at all times to complete the meter reading exercise within the timeframe.

xiv) In both type of Meter Reading categories, the photo/meter reading data submitted by the meter

reader should in routine be checked before forwarding to IGL. A supervisor at vendor‟s end should

validate & check the correctness of data. If data once sent to IGL does not meet the quality

standards, such may not be considered for payment.

xv) In both type of Meter Reading categories, before submitting any case under “Customer Refusal” head, special efforts (like calling/visiting that customer again) should be made by

meter reader agency to collect the meter reading. If still the reading could not be obtained, proper reason for the refusal should be submitted for each case.

xvi) In both type of Meter Reading categories, for all the cases reported under “Awkward Position”

head, meter reader should request for stool from the customer or some support that can

enable him to get a clear photo of the meter.

xvii) In both type of Meter Reading categories, no cases will be entertained under “Address

Incomplete” head. If in case vendor finds any error in the address mentioned, meter reader needs to call the customer and take corrective measures along with obtaining the meter

reading. All such activities/corrections should be intimated to IGL as and when they are

noticed/carried out.

xviii) In both type of Meter Reading categories, in order to ensure the clear photo of meters, the

meter readers should carry a cloth to clean the index panel of meter and also carry a small torch.

xix) In both type of Meter Reading categories, in case of any loss of data, vendor needs to revisit the customer premise again to get the photo reading of that customer.

xx) In both type of Meter Reading categories, the Vendor shall have established Zonal Office in

each zone which is its area of operation allocated to it in Delhi / NCR for carrying out necessary meter reading activities. It is advisable that in case vendor is yet to establish the office, the same should be established within 15 days of clearance from IGL, at suitable location in allotted work area to facilitate the meter reading process as per the requirement.

The office will be equipped with all basic infrastructures like telephone connectivity, computer facility with latest configuration, furniture & fixtures etc.

xxi) In both type of Meter Reading categories, before recruiting any meter reader, police

verification of that individual should be undertaken by the vendor. Proper record of meter reader including Name, qualification (as stated below) , training certificate, police verification certificate etc. be updated and should be available with the vendor at all time. Vendor needs to submit a fresh updated list of meter readers to IGL on monthly basis.

xxii) In both type of Meter Reading categories, all the liasoning work for any complaint against

any meter reader should be taken care by vendor itself. Vendor to indemnify IGL for any

harm caused to/by their meter readers.

xxiii) In both type of Meter Reading categories, cases related to behavior/wrong act of the meter

reader, if communicated to vendor by any means, should be closed within 24 hrs of

reporting and action taken report should also be submitted to IGL in writing. Vendor to

ensure that if any meter reader is once terminated, he is not readmitted in system at a later

stage. If any such case is found, penalty of Rs 5000 per instance will be imposed by IGL on

the vendor.

xxiv) In both type of Meter Reading categories, the Vendor shall be responsible for generation of

periodical reports in formats as desired by IGL.

xxv) In both type of Meter Reading categories, the meter reader should be minimum eighth standard qualified having knowledge of English & Hindi and be proficient in using the Smartphone. The meter reader should have a provision of making outgoing & incoming calls for urgent communication.

xxvi) In both type of Meter Reading categories, the vendor shall ensure that only properly

trained meter readers are deployed in the field for meter reading exercise.

xxvii) In both type of Meter Reading categories, the vendor shall coordinate with designated employees of IGL for carrying out the meter reading. Also, the vendor shall keep himself abreast of the developments in the mobile software, if any, for meter reading collection and ensure that only prescribed version is used for the meter reading exercise.

xxviii) In both type of Meter Reading categories, the vendor shall provide exception reports in desired format and inform IGL for necessary actions.

xxix) In both type of Meter Reading categories, the vendor shall maintain data security to avoid any theft of data for any misuse. The entire data available with vendor shall be the sole property of IGL and should not be shared or misused in any form.

DEDUCTION CLAUSE: For Standard Meter Reading Category (SOR 1):

A. Quantity of Meter Reading: To ensure the maximum quantity, as the benchmark set by IGL, is not received the deduction clause shall be applicable which are as follows; i) If the percentage reported is below 90% mark, IGL may deduct two percentage for each

percentage decrease in reading till 80% from the monthly bill value.

ii) Further, the deduction shall increase to four times the percentage for each percentage drop below 80% from the monthly billing value.

iii) The calculation is depicted in the tabular form for clear understanding – Annexure. iv) If this under performance continues for 3 consecutive billing cycles i.e. 6 months period, IGL may

issue a two months‟ notice to the vendor for termination of services „or‟ at its sole discretion offload the part work to other vendor without any notice, with the risk and cost of the defaulter.

v) In case of standard meter reading, if the photographs are not provided to IGL on 26th/27th & 12th

of every month (latest by 27th / 28th and 14

th evening), than even if the readings are provided

subsequently, they may not be considered for payment purpose if the reasons of delay is attributable to vendor.

vi) The maximum deductions that can be made under this is up to 25% of the monthly bill value. The decimal values shall be rounded off to nearest Integer while evaluating for above percentages.

B. Quality of Meter Reading: In addition to Clause A, to ensure the better quality of photograph and

meter reading received from the vendor, the deduction clause shall be applicable as follows: i) IGL at its sole discretion may analyze the meter reading data up to 10% of the total meter

readings on random sampling method basis. The percentage of cases that are NOT found to be legible within the sample shall qualify for deduction. This percentage shall be applicable on the entire data for applicability of deduction / incentive, as the case may be.

ii) The maximum deduction on quality shall be up to – 10% of the Monthly Billing value. In case the percentage of penalty reaches to 10% on three consecutive instances (i.e. six months period in continuation), then the services of the vendor may be terminated by giving a notice period of 2 months.

iii) The vendor shall not be paid for House Locked Cases, Customer Refusal cases, wrong meter reading on receipt and/or verification of wrong meter reading.

iv) In case meter readings provided by the vendor to IGL in the desired format are found to be fictitious/erroneous then such meter readings shall be considered as wrong meter reading.

v) In case the photos received from the vendor & corresponding reading aren‟t coherent, then the case may be considered as wrong meter reading case.

On consolidating the above two, the maximum deductions that can be made is up to 35%. For Special Meter Reading Category (SOR IV): A. Quantity of Meter Reading: To ensure the maximum quantity, the benchmark set by IGL, is received the deduction clause shall be applicable as follows; i) If the percentage of meter reading collected is below 70% mark, IGL may deduct twice the

percentage for each percentage decrease in reading till 60% from the monthly bill value. ii) Further, the deduction shall increase to four times the percentage of each percentage drop below

50% from the total billing value. iii) If this under performance continues for 3 consecutive billing cycles i.e. 6 months period, IGL may

issue a two months‟ notice to the vendor for termination of services „or‟ at its sole discretion offload the part work to other vendor without any notice, with the risk and cost of the defaulter.

iv) In case the “Special Meter Reading” are not received within 7 days from the date of allocation of these cases and if the photographs are not provided to IGL then it won‟t be considered for payment purpose.

The maximum deductions that can be made under this is up to 25% of the monthly bill value. The decimal values shall be rounded off to nearest Integer while evaluating for above percentages. B. Quality of Meter Reading: In addition to clause A, to ensure the better quality of photograph and meter reading received from the vendor, the deduction clause shall be applicable as follows: i) IGL at its sole discretion may analyze the meter reading data up to 10% of the total meter

readings on random sampling method basis. The percentage of cases that are not found to be legible within the sample shall qualify for deduction. The result of the same shall be applicable on

the entire data for applicability of deduction / incentive, as the case may be. ii) The maximum deduction on quality shall be up to -10% of the Monthly Billing value. In case

the percentage of deduction reaches to 10% on three consecutive instances (i.e. six months period in continuation), then the services of the vendor may be terminated by giving a notice period of 2 months.

iii) The vendor shall not be paid for wrong meter reading on receipt and/or verification of wrong meter reading.

iv) In case meter readings provided by the vendor to IGL in the desired format are found to be fictitious/erroneous then such meter readings shall be considered as wrong meter reading.

v) In case the photos received from the vendor & corresponding reading aren‟t coherent, then the case may be considered as wrong meter reading case.

On consolidating the above two, the maximum deductions that can be made is up to 35% from the monthly bill value. Both in Standard as well as in Special Meter Reading, if in random sampling cases, the quality of meter reading is found to be unsatisfactory for more than 25% of selected sample then the incentive (on Quantity), if applicable, shall not be payable to the vendor. INCENTIVE BASED ACTIVITIES: The Vendor shall be awarded incentives for carrying out the following activities:-

A. For Standard Meter Reading (SOR I): If, the meter reading received are above 90% benchmark i) In case the vendor collects more than 90 % of the no. of cases allocated to it, then for each

increase in percentage of meter reading, the vendor shall qualify for incentive which will be One percentage for each percentage increase in meter reading till 95%. The percentage incentive shall be applicable on the monthly bill value.

ii) In case the number of reading increases above 95%, then the vendor shall be eligible for an incentive which will be twice the percentage of each increase in percentage above 95%. The percentage incentive shall be applicable on the monthly bill value.

The maximum incentive percentage that could be provided is 15% of the monthly bill value.

B. For Special Meter reading (SOR II): If, the meter reading received are above 70%: i) In case the vendor collects more than 70 % of the no. of cases allocated to it, then for each

increase in percentage of meter reading, the vendor shall qualify for incentive which will be One percentage for each percent increase in meter reading till 80%. The incentive is applicable on the monthly bill value.

ii) In case the number of reading increases above 80%, then the vendor shall be eligible for an incentive which will be twice the percentage of each increase in percentage above 80%. The incentive is applicable on the monthly bill value.

The maximum incentive percentage that could be provided is 15% of the monthly bill value. DELIVERABLES Apart from submitting a weekly report to the Designated Officer of IGL, the Vendor will ensure the

timely submission of the following reports as deliverables. Exception Reports: Few major exception reports desired are:

1) Premises locked – repeated estimated bill cases (more than 2 times) 2) VIP – house found locked cases 3) Connection existing but Billing not done 4) Details of defective meters 5) Details of meters with seals broken & glass broken 6) Details of wrong/incomplete meter number at site vis a vis records 7) Details of customers with meter changed 8) Permanent Disconnection (PD)/ Temporary Disconnection (TD) cases 9) New connection - First time bills 10) Theft/ malpractices observed

Any other report as per the scope of the work would be provided.

Calculation Sheet of Deduction and Incentives for the Standard Meter Reading and Special Meter

Reading

SOR I, II & III - STANDARD METER READING

Particulars PENALTY INCENTIVE

Scenario 1 Scenario 2 Scenario 3 Scenario 4

Deductions/ Incentive based on

Quantity of meter

reading (I)

Total cases Allocated 100000 100000 100000 100000

Minimum readings required

90% 90% 90% 90% 90%

Assumed Rate Per Case (Rs.)

7 7 7 7

Actual readings collected 72% 84% 98% 93%

Total amount claimed (A) 504000 588000 686000 651000

Incentive for reading collection more than 90%

(B)

1% of total billing value for each increase in %

age 0 0 5% 3%

Incentive for reading collection more than 95% (

C )

2% of total billing value for each increase in %

age 0 0 6% 0%

Total incentive (D)

The maximum incentive percentage that could be provided is 15% of the monthly bill value.

0 0 11% 3%

Total incentive amount (E) 0 0 75460 19530

Deduction for reading collection less than 90%

(F)

2% of total billing value for each decrease in %

age 20.0% 12.0% 0 0

Deduction for reading collection less than 80%

(G)

4% of total billing value for each decrease in %

age 32% 0% 0 0

Total % Deduction (H)

52.0% 12.0% 0 0

Total Deduction Amount (I=H*A)

262080 70560 0 0

Maximum Deduction can be made on Quantity is

25% (J)

The maximum deductions that can be made under Quantity is up to 25% of the monthly bill value.

126000

Deductions based on Quality of

meter reading (II)

Sample selected for quality checking

8000 8000 8000 8000

Poor quality/ wrong cases 800 1200 1920 320

%age of Poor quality/ wrong cases (K)

10% 15% 24% 4%

% Deduction on account of Quality of Photograph

(L)

The maximum deduction on quality shall be up to -10% of the Monthly Billing value.

10% 10% 10% 4%

Deduction Amount On Account of Quality Of Photograph (M =

L*A)

(on basis on claimed amount)

50400 58800 68600 26040

Total deduction/incentive Amount (N=J+M)

"-" implies deduction and "+" implies incentive

-176400 -129360 6860 -6510

Net Amount Payable

(O=A+N) 327600 458640 692860 644490

SOR IV - SPECIAL METER READING

Particulars

PENALTY INCENTIVE

Scenario 1 Scenario 2 Scenario 3 Scenario 4

Deductions/ Incentive based on

Quantity of meter

reading (A)

Total cases allocated

10000 10000 10000 10000

Minimum readings required

70% 70% 70% 70% 70%

Assumed Rate Per Case (Rs.)

15 15 15 15

Actual readings collected

55% 65% 85% 75%

Total amount claimed (A)

82500 97500 127500 112500

Incentive for reading collection more than 70%

(B)

1% of total billing value for each increase in % age

0 0 10% 5%

Incentive for reading collection more than 80% (

C )

2% of total billing value for each increase in % age

0 0 10% 0%

Total incentive (D)

The maximum incentive percentage that could be provided is 15% of the monthly bill value.

0 0 20% 5%

Total incentive amount (Rs.)

(E)

Maximum 15% Incentive is payable on invoice amount

0 0 19125 5625

Deduction for reading

collection less than 70% (F)

2% of total billing value for each decrease in % age upto 60%

20.0% 10.0% 0 0

Deduction for reading

collection less than 60% (G)

4% of total billing value for each decrease in % age

20% 0% 0 0

Total % Deduction (H)

40.0% 10.0% 0 0

Total Deduction Amount (Rs.)

(I=A*H)

The maximum deductions that can be made under Quantity is up to 25% of the monthly bill value.

20625 9750 0 0

Maximum Deduction can

be made on Quantity is

25% (J)

20625

Deductions based on Quality of

meter reading (B)

Sample selected for

Quality checking

1000 1000 1000 1000

Poor Quality Photographs / wrong cases

100 150 240 40

% of Poor quality/ wrong

cases 10% 15% 24% 4%

% Deduction on account of

quality basis) (K)

The maximum deduction on quality shall be up to -10% of the Monthly Billing value.

10% 10% 10% 4%

Deduction Amount On Account of Quality Of

Photograph (L = A*K)

(on basis on claimed amount)

8250 9750 12750 4500

Total deduction/incen

tive Amount (K=J+L)

"-" implies deduction and "+" implies incentive

-28875 -19500 6375 1125

Net Amount

Payable 53625 78000 133875 113625

2.0 SCOPE OF WORK FOR METER READING OF INDUSTRIAL AND COMMERCIAL CUSTOMERS

2.1 METER READING (Industrial & Commercial)

Indraprastha Gas Limited (IGL) is in the business of providing piped natural gas to industrial &

commercial customers across Delhi, Noida, Greater Noida, Ghaziabad & Gurgaon. The salient

features of PNG industrial & commercial segment are given below:-

Estimated

Estimated Number of total

S. No. Type of Customer meters(For

Number of customers Payment

purpose)

Large Industrial 250 275

1st Large Commercial 200 180

Small Industrial 750 800 Year

Small Commercial 2750 3000

TOTAL 3950 4255

Large Industrial 300 330

2nd Large Commercial 250 270

Small Industrial 1000 1200 Year

Small Commercial 3750 4000

TOTAL 5300 5800

These are the tentative quantities which may subject to change.

There will be no minimum guarantee for the quantity of number of PNG connection for which the meter reading needs to be taken.

No claim shall be entertained if the quantity of no. of PNG customers of whom meter reading needs to be taken decrease from the numbers mentioned above.

Note : For billing to IGL customer, each installed Meter (including all the counters) shall be treated as a single case Large I&C > 2000 SCMD (whose daily reading is required) may be considered approximately 55-65 in first year & 75-85 in second year. Definitions: „Meter‟ means the device used for recording the PNG consumption of the customer through mechanical counter or electronic display. „Meter Reading‟ means the value of the counter available on the meter in the form of mechanical counter or/and electronic display used for calculating the consumption. „Meter Reader‟ means the authorized person assigned by the vendor to collect the meter reading of customers. „Wrong Meter Reading‟ means any readings provided by the vendor under the following:

Incorrect reading/Fictitious reading (through complaint by customer or through IGL validation)

Incoherence between photograph & the corresponding reading. Meter Reading frequency of a Customer: Large Industrial & Large Commercial customers (having consumption > 2000 SCMD): On Daily Basis Other Large Industrial & Large Commercial customers & Small Industries: On Weekly Basis Small Commercials: On Fortnightly Basis *The Industrial & commercial customers may be distinctly placed within the Delhi & NCR region.

I) The broad scope of work is as under:

1. The Vendor shall obtain the relevant data / format regarding meter reading from IGL prior to collecting the meter reading. The meter reading data would consist of list of customers whose reading is to be collected.

2. The Vendor shall arrange to distribute the data among adequate number of meter readers for completion of exercise within depenaltyd time frame. (Large Industrial & Large Commercial for >2000 SCMD– Daily, Other Large Industrial & Large Commercial customers & Small Industries-

Weekly i.e on 1st

, 8th

, 16th

, 24th

of the month), Small Commercial – Fortnightly i.e on 16th

& 1st

of the month).

3. In case of certain industrial/commercial customers proper authorization letter is required for

meter reader. The vendor must issue the consent to the meter reader based upon the

authorization letter from IGL, prior to sending the meter reader for collection of meter reading in

such cases.

4. Vendor should have additional resources to deal with urgent cases other than periodic reading. On such cases, the meter reading is required on the same day.

II) METHOD OF COLLECTING THE METER READING:

The method of collecting meter reading may be one or more of the following options:-

a. Basic Meter reading process (on paper, without using any customized software) i) The Vendors shall provide the meter readers with the list of customers for whom the meter

readings have to be collected ii) The meter readers shall collect the meter readings (on hard copy) as per the format given

by IGL. iii) The meter readers shall collect the signature of meter readings (in the format prescribed

by IGL) from all I&C customers as per the following frequency:

1. Large Industrial & Large Commercial – 16th

& 1st

of every month 2. Small Industrial & Small Commercial – 1

st of every month

iv) In case the meter installed at customer‟s premise has multiple registers (counters)

then the reading of all the counters (for eg. Mechanical, Uncorrected & Corrected

Reading) is required & will be considered as one meter reading. v) In case of multiple registers (counters), if the complete set of mechanical, EVC corrected

& EVC uncorrected is not received or only certain part of the set is received, such incomplete readings shall not be considered for payments towards meter reading charges.

vi) On 1st

& 16th

of every month, the photographs of all the metes & their respective counters are required along with the meter reading. These photographs are required to be mailed to designated IGL employees with customer name & meter number as the name of those files.

a. The Data entry operators would enter the meter readings on computer to generate a soft copy in the format as prescribed by IGL, make a consolidated file and send the same to IGL authorized representative as and when required.

The method of collecting meter reading is subject to change as per the decision of the management of IGL.

The process of meter reading from the manual (basic) meter reading to smart phone based meter reading is under implementation.

b. Smartphone based Meter reading

i) The Vendor to distribute the list of customers to the meter readers on their Smartphones

through GPRS. ii) Further, the meter readings once entered, would automatically be converted into soft copy. iii) The photographs clicked along with the meter reading, shall be send to the IGL server. iv) After successfully updating the billable meter reading through smart phone automatic

email to the customer to be triggered through the system. v) In case the meter installed at customer‟s premise has multiple registers (counters)

comprising of mechanical, EVC Corrected & EVC uncorrected readings, than the reading of

all the counters is required to be captured & will be considered as one meter reading. vi) In case of multiple registers(counters), if the complete set of mechanical, EVC corrected &

EVC uncorrected readings is not received or only certain part of the set is received, such incomplete readings shall not be considered for payments towards meter reading charges.

vii) Validations/alerts as provided through mobile based software application should be applied at field level at the time of meter reading. Separate training for the same will be given to all meter readers regarding the same.

viii) The report generation would be carried out by a customized software (Cost of the Smartphone software would be borne by IGL)

Even after shifting from basic meter reading to smart phone based meter reading, there might be some cases where IGL may still continue with basic meter reading.

III) GENERAL OBSERVATIONS & ACTIONS TO BE DONE BY METER READERS:

The meter reader, upon visiting the customer‟s premises, would observe mainly

the following cases:-

a. Normal Case – The meter reader is able to collect the meter reading of the customer successfully.

b. Lock Case – The meter reader finds the customer‟s premises locked/doesn‟t

have access to the meter. c. Temporary Disconnection – The customer has opted for temporary disconnection.

The meter reader shall nevertheless collect the meter reading. d. Permanent Disconnection – The customer has requested permanent

disconnection of the PNG installation at his/her premise. The meter reader shall report such cases to IGL in their exception report.

e. Meter Change Cases – The customer‟s meter/Electronic Volume Corrector

(EVC) has been changed recently. The meter reader shall collect the meter

reading and note the new meter number for rectification of records. f. Wrong Meter Number/ Meter number not clear - If the actual meter number is not

clear/legible, the meter reader shall forward the list of such cases to IGL for rectification.

g. Meter defective – The customer‟s meter is found to be defective by the meter reader. The meter reader must report the same to IGL appropriately.

h. Tampering with Meter/ Malpractices – The customer‟s meter is found to be tampered with.

The meter reader shall forward the details of such customers to IGL.

i) Negative Consumption (applicable for basic meter reading) – The customer‟s current meter

reading is lower than previous meter reading. The meter reader shall collect the latest meter reading and forward the details to IGL.

ii) Zero consumption (applicable for basic meter reading) – An exception report (format as prescribed by IGL) to be prepared and sent to respective Marketing Officers in case the customers current reading is same for consecutive 3 days for Large, & consecutive 2 times for small industrial and commercial cases.

iii) In case of Large Commercials / Govt. Organizations, Meter Reader shall call upon the customers and take the permission for entering the premises or make necessary passes for entry.

iv) Wherever Metering Skid is locked in a cage, the keys of the lock are to be collected from IGL. One set of keys shall be in custody of the vendor. The vendor must ensure that the Meter reading person engaged by him does not hands over the keys to any person without written permission from IGL. The keys shall be handed over back to IGL on termination, expiry or suspension of services. Surprise checks shall be carried out by IGL in this regard & strict action to be taken against the vendor in case of defaults observed.

v) Meter Damage- The customer‟s meter is found to be damaged. The meter reader shall

forward the details of such customer to IGL immediately. vi) While collecting the meter reading, if the meter reader observes any leakage in the pipeline

stream of IGL, then the meter reader shall immediately inform about the same to IGL. vii) Not legible: The meter reader is unable to take the meter reading due to smoky glass/glass

broken. viii) The Vendor shall arrange to provide the above mentioned cases after completion of meter

reading activity, to IGL in a format as desired by IGL. The above mentioned list is subject to change as per the requirement.

ix) In case, during the course of meter reading activity, meter reader discovers a commercial unit with PNG connection, whose details are not included in list collected from IGL, he shall collect full details of connection & consumer, and shall forward the same to IGL with latest meter reading.

x) The meter reader shall visit the Zonal control room/ IGL Corporate Office / Zone regularly to collect the relevant data / format & update the list accordingly. The Vendor shall be responsible for generation of periodical reports in formats as desired by IGL.

xi) The Vendor shall coordinate with designated employees of IGL for carrying out the meter reading.

xii) The Vendor shall provide exception reports and inform IGL for necessary actions. xiii) The Vendor shall maintain data security to avoid any theft of data for any misuse. The entire

data available with vendor shall be the sole property of IGL and should not be shared or misused in any form.

IV) INCENTIVE BASED ACTIVITIES

The vendor shall be awarded incentives for carrying out the following activities:-

Tracing of unknown connections: The Vendor shall arrange to discover the illegal connections which are not registered with IGL and send complete details to IGL. The vendor shall be awarded Rs. 5000/- per such connection for reporting to IGL.

1) Tracing of Active Connections which are not included in PNG user list: The

connections which are registered with IGL but for which billing has not been initiated due to any reason and these customers are not being billed. The vendor shall trace & report such connections whose commissioning date is more than 2 months (60 days) prior to reporting date of the case. The vendor shall arrange to obtain the relevant data from IGL to carry out such activities. The vendor shall be awarded Rs. 3000/- per such discovery

PENALTY CLAUSE

The vendor shall not be paid for wrong meter reading on receipt and/or verification of

wrong meter reading. In case meter readings provided by the vendor to IGL in the desired format are found

to be fictitious/erroneous then such meter readings shall be considered as wrong meter reading.

In case the photos received from the vendor & corresponding reading aren‟t

coherent, then the case would be considered as wrong meter reading case.

Maximum Penalty imposed: 20% of Monthly Billing value.

In case of basic meter reading, if the photographs are not provided to IGL on 1st

&

16th

of every month (latest by 2nd

/17th

evening), than even if the readings are provided subsequently, they won‟t be considered for payment purpose.

6) It is expected that 100% I&C cases should be actual photo based clear meter reading

(In case of basic meter reading on 1st & 16th of every month). In case vendor is unable to take actual photo based meter reading of any customer, the justified reason for the same needs to be separately submitted to IGL for such exceptional cases. If the vendor is unable to meet the desired performance for 2 consecutive months, IGL may issue a two months period notice to the vendor for termination of services „or‟ at its sole discretion offload the part work to the other vendor without any notice.

VI) DELIVERABLES

Apart from submitting a daily / fortnightly / weekly/ report to the Designated Officer from IGL, the Vendor will ensure the timely submission of “Exception Reports” as deliverables. Few major exception reports are listed below:

2) Premises locked 3) Billing not done 4) Zero Consumption Cases 5) Details of defective meters 6) Details of meters with seals broken & glass broken, meter illegible 7) Details of same or less meter reading as compared to previous meter reading 8) Details of meter number different at site 9) Details of customers with meter changed 10) Permanent Disconnection (PD)/ Temporary Disconnection (TD) cases 11) New connection- First time bills 12) Theft/ malpractices observed 13) Misuse cases 14) Any digging near the transition fitting/MRS installed inside the customer premise. 15) Number of leakage cases observed in a fortnight with current status. 16) Any new construction done by the customer near the MRS. Any other report as per the scope of the work would be provided.