RSBY::Rashtriya Swasthya Bima Yojna - “Expression …rsby.gov.in/Docs/EOI of RSBY for Contact...

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M-21021/44/2014-RW

GOVERNMENT OF INDIA

MINISTRY OF LABOUR & EMPLOYMENT

“Expression of Interest (EOI) for setting up of contact centre operations to support the Complaint and

Grievance Redressal Management System (CGRMS) for Rashtriya Swasthya Bima Yojana (RSBY)”

Expression of Interest (EOI)

Ministry of Labour and Employment

14/08/2014

(Ministry of Labour and Employment (MoLE) reserves the right to cancel this request for Expression Of Interest (EOI) and / or invite afresh with or without amendments to this request for EOI, without liability or any obligation for such request for EOI and without assigning any reason. Information provided at this stage is indicative and MoLE reserves the right to amend / add further details in the RFP document to be released at a later date.)

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Table of Contents

1. Letter of Invitation .................................................................................................................................................... 3

2. Essential details about RSBY .................................................................................................................................... 4

2.1. Genesis of Rashtriya Swasthya Bima Yojana (RSBY) ......................................................................................... 4

2.2. Objective of Rashtriya Swasthya Bima Yojana (RSBY) ....................................................................................... 4

2.3. Benefits of the scheme ................................................................................................................................... 4

2.4. Financing of the scheme ................................................................................................................................. 5

2.5. Current status of the scheme ........................................................................................................................... 5

2.6. Ecosystem of RSBY ......................................................................................................................................... 5

2.7. Processes of RSBY .......................................................................................................................................... 6

2.8. Current challenges within RSBY ....................................................................................................................... 7

2.9. Snapshot of current setup of contact centre services within RSBY ..................................................................... 8

3. Complaint and grievance redressal management system (CGRMS) ......................................................................... 10

4. Setting up of multi-channel contact centres for RSBY program ................................................................................ 11

5. Snapshot of the scope of services for the proposed contact centre .......................................................................... 12

6. Expectations from the partner ................................................................................................................................ 13

7. Agency selection process ....................................................................................................................................... 15

a. Qualification criteria .............................................................................................................................................. 15

b. Key Milestones ...................................................................................................................................................... 16

8. EOI submission guidelines ..................................................................................................................................... 17

Format - 1 .................................................................................................................................................................... 18

Format - 2 .................................................................................................................................................................... 19

Format - 3 .................................................................................................................................................................... 20

Annexure 1: Financial turnover of company in last 3 financial years ............................................................................... 21

Annexure 2: Agents deployed for in-bound domestic contact centre operations ............................................................. 22

Annexure 3: Capability to serve customers in Hindi, English and other regional languages .............................................. 23

Annexure 4: Experience of installation and management of contact centre technology ................................................... 24

Annexure 5: Capability to handle multi-channel communication .................................................................................... 25

Annexure 6: Capability to integrate with clients enterprise IT systems ............................................................................ 26

Annexure 7: Experience of working with similar clients / programs................................................................................. 27

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EXPRESSION OF INTEREST (EOI) FORMAT

(Director General of Labour Welfare, Ministry of Labour and Employment)

Invitation of expression of interest (EOI) for “Setting up contact center operations to support the Complaint and

Grievance Redressal Management System (CGRMS) for Rashtriya Swasthya Bima Yojana (RSBY)”

TEXT OF THE ADVERTISEMENT

Invitation for Expression of Interest (EOI)

Ministry of Labour & Employment, Government of India, invites Expression of Interest (EOI) from reputed contact

centre service providers in India to set-up a national level contact centre to support the complaint and grievance

redressal management system (CGRMS) for Rashtriya Swasthya Bima Yojana (RSBY), a Government of India initiative.

The invitation for EOI document containing background of the program, expectation from partners, eligibility criteria

and submission requirement etc. can be obtained from the website www.rsby.gov.in. Further details may be obtained

from Director (RSBY - Monitoring), Office of DGLW, M/o. Labour & Employment, Room No. 8A, Jaisalmer House, No.

26, Mansingh Road, New Delhi - 110011. Telephone No. – 011- 23070666.

The eligible organizations may submit their responses in a sealed envelope in the prescribed format with their intent to

implement the project, to Director (RSBY- Monitoring), at the above address on or before 1600 hrs on 5th September,

2014.

http://www.rsby.gov.in/

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1. Letter of Invitation

Letter No. M-21021/44/2014-RW

Government of India

Ministry of Labour & Employment

New Delhi, August 14, 2014

To,

Dear Sir/Madam,

The Ministry of Labour and Employment, Government of India invites expression of Interest (EOI) from reputed

contact centre service providers in India to undertake the following:

1. To set-up a national level contact centre to support the complaint/grievance redressal management system

(CGRMS) for Rashtriya Swasthya Bima Yojana (RSBY), a Government of India initiative.

The invitation for EOI document containing background of the program, expectation from the partners, eligibility

criteria and submission requirement etc. is enclosed.

The invitation for EOI document is also available on the website www.rsby.gov.in

You may submit your response in sealed envelopes in prescribed format to the undersigned on or before 5th

September, 2014 by 1600 hrs.

Yours sincerely,

Suresh Singh

Director (RSBY-Monitoring),

Office of DGLW,


Room No. 8A, Jaisalmer House,

26, Mansingh Road,

New Delhi - 110011

Telephone No.–011-23070666

e-mail – [email protected]

Encl: EOI document

http://www.rsby.gov.in/

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Essential details about RSBY 1.1. Genesis of Rashtriya Swasthya Bima Yojana (RSBY)

Social security and healthcare for all has been the motto of Government of India, and it has taken various steps in this

regard.

One of the important policy milestones is the Unorganized Workers Social Security Act (2008) enacted by the central

government to provide for the social security and welfare of the unorganized workers. This act recommends that the

central government provide social security schemes to mitigate risks due to disability, health shocks, maternity, and old

age, which all unorganized workers get exposed to, and are likely to suffer from. A number of Central schemes are in

operation and have provided protection to the beneficiaries from the unorganized worker segment. Additionally, a large

number of labour welfare funds set up by both central and state governments on non-contributory basis provide social

security as well as financial assistance in some cases to the unorganized workers in certain occupations.

One such policy initiative in the health insurance space is RSBY that was launched in early 2008 and became

operational from 1st April 2008. RSBY was initially designed to target only the Below Poverty Line (BPL) households, but

has recently been expanded to cover a number of non-BPL categories of informal sector workers, including street

vendors, domestic workers, beedi workers, building and construction workers, and most importantly the workers who

have worked for more than 15 days under MGNREGS. Government of India and the State Governments are co-financing

the premium cost for enrolled beneficiaries. The program has the target to cover 70 million households by the end of the

Twelfth Five Year Plan (2012-17). Its service delivery model – demand financing, freedom of choice among accredited

government and private hospitals, and cashless service reimbursable to provider on a pre-determined package price

basis, could become a strong pillar for the universal health care system laid down by Government of India.

1.2. Objective of Rashtriya Swasthya Bima Yojana (RSBY)

The main objective of RSBY scheme is to provide the enrolled beneficiaries from the unorganized sector with a health

insurance cover, thereby protecting them from the financial shocks arising out of an emergency medical situation. It

aims to reduce the out of pocket expenses of the target population for every visit to hospital.

1.3. Benefits of the scheme

RSBY has been launched by Ministry of Labour and Employment, Government of India to provide health insurance

coverage for Below Poverty Line (BPL) families. RSBY provides protection to BPL households from financial liabilities

arising out of health shocks that involve hospitalization. The beneficiaries under RSBY are entitled to hospitalization

coverage up to INR 30,000/- for most of the diseases that require hospitalization.

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1.4. Financing of the scheme

RSBY being a centrally sponsored scheme, majority of the funding comes from central government, i.e. 75% of premium

is paid by central government, while remaining 25% of premium is paid by state government (number changes to 90% &

10% in case of north eastern states and Jammu and Kashmir). The beneficiary has to pay a one-time fee of INR 30/- at

the time of enrolment. Apart from this, the central government also pays 100% of the card cost. As of now, the notional

cost of issuance of card is INR 60/-. The beneficiaries contribution of INR 30/- is used by the State Nodal Agency (SNA)

to meet their administrative expenses. In subsequent years at the time of renewal of policy, INR 30/- will be adjusted

from the premiums.

1.5. Current status of the scheme

As of now the scheme is operational in 398 districts of 25 states. There are 10,116 hospitals empaneled across these

states out of which 5,941 are private sector hospitals and 4,175 are public sector hospitals. During FY 2013-14,

approximately 3 crore families were in possession of active RSBY cards.

1.6. Ecosystem of RSBY

Note: Changes in roles and any policy decisions shall be communicated by MoLE / SNA

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1.7. Processes of RSBY

A brief of the various processes under RSBY is provided below:

a. Data preparation and pre-enrolment: The benefits of RSBY scheme, which was launched for BPL families, have been

extended to various other categories viz. Beedi worker, MGNREGA worker, Porters/coolies, taxi drivers etc.

Government has identified different ministries/departments to identify the beneficiaries from these categories. These

ministries/departments provide the list of beneficiaries to State Nodal Agency (SNA) of respective state. SNA, in turn,

consolidates the data and passes it on to MoLE after validating and removing the duplicates. MoLE, then generates

URN (Unique relationship number), a unique number provided to each eligible family. The data is then provided to

enrolment agency to capture photographs and biometric details of identified family members.

b. Enrolment: The enrolment agency downloads the data from the central database of MoLE using FTP and visits all the

assigned villages as per route plan approved by district authorities. It captures photographs and biometric data of all

family members. To identify the family head, and other family members, district authorities deploys a Field Key Officer

(FKO). FKO authenticates all the family with his biometric credentials. One smart card is provided to every eligible

family, with photograph of head of family on card and biometric details of 4 other family members. Before delivering

the card to the head of family, the enrolment operator checks the data written on the card to ensure that the finger

prints recorded are of acceptable quality for future authentication purposes. Details of all the beneficiary cards issued

during the day of enrolment are also available in the FKO card. The enrolment agency is also required to carry out

awareness exercise using IEC materials to improve the number of families enrolled.

c. Wellness check1: One member from each enrolled family which has received the card is entitled to avail free wellness

check at identified public health facilities (PHFs). The basic health details of the member undergoing wellness check

are captured on the smart card and detailed wellness check data is retained with MoLE too in the central database.

The PHFs conducting wellness checks shall receive a payment of INR 100/- per card. The insurance company is

responsible for mobilizing the beneficiaries for wellness check at the PHFs. Failure to mobilize beneficiary for wellness

check will attract penalty for the insurance company.

d. Premium payment: The insurance company will receive the premium for all the cards issued at a rate discovered

through open tender. To ascertain the number of cards issued, data received from FKO card will be taken in account.

e. Hospitalisation: Any member of the eligible family, which has received RSBY card can avail cashless medical services

upto INR 30,000/- from any RSBY empaneled hospital. All the hospitals with required facility can be empaneled

under RSBY scheme. After providing services to beneficiary, hospital reimburses a sum of INR 100/- as transportation

charges to beneficiary and raises a claim with insurance company for services provided. Claims raised for a particular

service should be as per approved package rates only.

f. Claim settlement: The insurance company verifies the claims and makes the payment to hospital for services provided

to beneficiary.

g. Kiosk management: A kiosk is set up at every district to provide different services to beneficiaries. The main services

offered at kiosk are issue of duplicate and split cards. A duplicate card is issued to a beneficiary in case they have lost

the card or the card has become non-functional. A split card is issued to a family, if some of its members are migrating

to other place and want to carry part of the insurance cover with them. The cover amount is split between the two

cards, as per request from head of family.

1 Wellness checks is a new feature introduced in RSBY and initiation of wellness checks will be notified by MoLE.

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h. Complaint and grievance redressal management: Any stakeholder can log a complaint, using following channels to be

made available - web portal, email, SMS, phone call to contact center. A unique ticket number will be provided for

every complaint logged, and every complaint will be tracked /escalated until resolved.

Note: The detailed process can be found in the operational manual published on the RSBY website at:

http://www.rsby.gov.in/Documents.aspx?ID=2

1.8. Current challenges within RSBY

The RSBY scheme involves multiple types and number of transactions across processes listed above. Due to a large

number of stakeholders at the field, the scheme is faced with some implementation challenges. Some of the key

challenges encountered at the field level from an operational point of view are:

a. The pre-enrolment data shared by state departments is in multiple formats and data structures irrespective of

standard formats provided. This leads to incomplete and sometimes inaccurate data being provided, indicating

that background checks at field level have not been conducted.

b. The pre-enrolment data needs to be checked for correct category prioritization to ensure that the right premium is

assigned based on the categorization

c. Low percentage of enrolments in comparison to the pre-enrolment data provided and non-distribution of

information brochures to beneficiaries at the time of enrolment.

d. Enrolment process being stretched beyond the enrolment time window leading to delays in card issuance thereby

reducing the insurance coverage time.

e. Non-delivery of cards to beneficiaries.

f. Un-authorized usage of Field Key Officer (FKO) cards, leading to unintended people being enrolled and

discrepancies in the reconciliation of enrolment data.

g. Use of sub-standard quality of cards which results in high number of manual over-ride and potential rejection at

the hospitals.

h. Hospital empanelment and de-empanelment is sometimes not transparent and some of the good hospitals are

either not empaneled or their claims are not settled within stipulated time, leaving them with no option but to

refuse treatment or opt out of RSBY.

i. Beneficiaries are denied cashless treatment on several grounds such as non-functioning equipment, demand for

out of pocket expenses prior to initiating treatment, unavailability of services agreed upon by the hospital during

the empanelment process

j. Hospitals often provide unauthorized/inappropriate treatment, either to charge more from the IC and/or

beneficiary, or to discourage beneficiaries from availing services under RSBY.

k. Beneficiary has no flexibility to opt out of the hospital once a procedure is blocked on his card.

l. Fraudulent claims are being raised and settled. Claims are also being rejected on flimsy grounds such as delayed

claim request by hospital, paper requirements by IC, URN number not found in insurance company database, chip

serial number not matching, etc.

m. Claims are not reconciled - claims appearing in hospital books as outstanding are appearing as settled in

insurance company books.

http://www.rsby.gov.in/Documents.aspx?ID=2

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n. Lack of awareness amongst the beneficiaries on various RSBY channels such as contact center, online complaint

and grievance redressal management system, non-availability of district and state level grievance committee

proceedings to the national grievance redressal committee.

o. Non- compliance of stakeholders to the decisions of DGRC, SGRC and NGRC.

p. Lack of standard operating procedures at kiosk leading to security vulnerabilities

q. Non- functional hardware and software at kiosks

r. Non- functional kiosks

s. Low level of awareness amongst the beneficiaries about the enrolment process, empaneled hospitals, de-

empaneled hospitals, and services offered through the kiosk etc.

1.9. Snapshot of current setup of contact centre services within RSBY

Currently, the RSBY program involves contact centres which are setup by the insurance companies.

A snapshot of the current setup of the contact center within RSBY is as below:-

A brief description of various entities within RSBY is listed below:

a. Beneficiary- BPL households are the target beneficiaries of the RSBY program. Each beneficiary household is

provided with a RSBY card that entitles them to health insurance cover under the scheme. Currently 32 million

eligible beneficiaries are enrolled under RSBY (expected to reach 70 million by 2017).

b. Healthcare providers- A network of hospitals (both public and private), and dispensaries etc. empanelled to provide

healthcare services to the RSBY card holders.

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c. Insurance companies- Empanelled public and private sector insurance companies who provide insurance cover to

beneficiaries on behalf of RSBY.

d. Contact centre (Insurance companies) - Grievance redressal contact centres of insurance companies. While

beneficiaries have the option of reaching out to these centres for assistance, RSBY aims to setup a central help line

as a single point of grievance redressal.

e. Complaint and grievance redressal management system (CGRMS) – A single window web based complaint and

grievance redressal system for all stakeholders of RSBY.

f. Nodal officers- Present across districts to provide resolutions to various complaints and grievances registered.

However, the contact center set up by Insurance companies does not address RSBY requirements / services which are

not related to the Insurance companies. Example of such a service is a grievance to register refusal of treatment by the

hospital.

Ministry of Labour and Employment (MoLE) intends to set up a national contact center to cater to various stakeholders

of RSBY, with a key focus on the beneficiaries.

This EOI is aimed at shortlisting service providers for set up and operational management of a national multi-channel

contact centre to support the RSBY program.

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2. Complaint and grievance redressal management system (CGRMS)

Objectives of CGRMS: CGRMS aims to provide a single window for information, complaint and grievance resolution

services to all stakeholders of RSBY while meeting the following objectives:

a. Provide easy access to complaint and grievance redressal via multiple channels (phone, web, email, SMS) to

different stakeholders

b. Follow up with different entities within the RSBY ecosystem for early resolution of grievances while providing

resolution status visibility to the complainants

c. Assist with identification of root cause of grievances, and inputs for addressing those at a structural level to enable

reduction in grievances

d. Assist with improving operational efficiency of all nodes within RSBY through insights gathered from stakeholder

interactions

e. Provide information services to all stakeholders within RSBY, primarily the beneficiaries

Current Status: In the current setup, stakeholders can access CGRMS directly through RSBY website or through voice,

fax, letters etc. sent to RSBY district / state / national offices.

Users who access the facility online can select their grievance category from a pre-defined list. In other cases, officials

within RSBY offices are expected to lodge each case on the RSBY portal on behalf of the stakeholder.

Relevant action taking authorities have been identified for different grievance types. Additionally, high level process to

be followed for different grievance types has been defined.

The governance model for CGRMS includes three critical nodes responsible for resolution of issues not resolved in

time i.e.

a. District grievance redressal committee (DGRC)

b. State grievance redressal committee (SGRC)

c. National grievance redressal committee (NGRC)

The proposed contact centre is expected to strengthen the complaint and grievance redressal mechanism along with

robust information services to the stakeholders. The prime addition is expected to come in through availability of a toll

free number / short-code and email support. All 4 channels (phone, web, email and SMS) would be supported by the

contact center agents.

For more information on CGRMS please visit the RSBY website using the following link

http://rsby.gov.in/tempsites/cgrs/Website/ComplaintType.aspx?GPL=Comp

http://rsby.gov.in/tempsites/cgrs/Website/ComplaintType.aspx?GPL=Comp

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3. Setting up of multi-channel contact centres for RSBY program2

To meet the overall objectives of CGRMS, RSBY intends to setup a national level contact centre that would be accessible to

its stakeholders via multiple communication channels (phone, web, email, and SMS). All letters and fax sent to

district/state officers would be translated into one of the channels supported by contact center agency by the corresponding

officer. It has been agreed that set up and operational management of the contact centre would be outsourced to an agency

having relevant experience in managing similar programs through a multi-channel contact center.

RSBY is considering setting up a national level contact centre having requisite language skills across the country. The

contact center will provide support to all key stakeholders of RSBY e.g. beneficiaries, healthcare providers (hospitals),

insurance companies and the government. Final decision on operating model for the contact center will be shared as part of

the RFP to be released later.

Additionally, RSBY is currently in the process of defining its technology blueprint and roadmap, and hence intends to adopt

a phased approach to setup of proposed contact centres.

Phase 1:

Selected partner(s) will be is expected to bring all key technology components for the contact centre e.g. IVR, CTI, CRM

application, telephony equipment, desktops, headsets etc. Additionally, the selected contact center agency will be expected

to integrate their CRM Application with existing technology platforms being used within the RSBY program. As an interim

measure, the selected partner would leverage its existing CRM application on a standalone basis to provide services till such

time the integration with core RSBY systems is complete.

Phase 2:

It is expected that over the next one year, RSBY may develop in-house technology platform interfaces, and the contact centre

agency shall leverage the same to integrate their CRM application. RSBY also reserves the right to issue a fresh RFP at that

stage to re-award a portion of, or complete contact centre service scope.

2 Details provided on proposed operating models are indicative in nature and not yet finalized. More details will be provided as part of the RFP which will be circulated late.

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4. Snapshot of the scope of services3 for the proposed contact centre

a. Key stakeholders

3 Scope of services is indicative, detailed list will be provided as part of the RFP, expected to be circulated at a later date

S. No. Stakeholders Indicative list of queries/ complaints / grievances Remarks

1. Direct beneficiaries - Hospital refusing treatment on flimsy grounds

- Health facility refusing wellness check

- Fraudulent blocking of beneficiary card for a

procedure, and unauthorized transaction carried

out by hospital

- Hospital blocked higher package than package/

procedure performed

- Kiosk demanding money for addition and effecting

modifications in the card

- Card prepared but not handed over to the

beneficiary by the enrolment team

- Hospital list not provided with the card

- Hospital charging extra out of pocket expenses

even on covered items under the scheme

- Beneficiary not provided with transport allowance

(currently INR 100) post discharge by the hospital

- List of empaneled hospitals in the neighbourhood

offering desired procedure

- Hospitalization and cashless treatment process

understanding and awareness in case of a health

shock

- 32 million eligible

beneficiary

households enrolled

till now

- Expected to touch 70

million by 2017

2.

Payers (Insurance

companies)

- Hospital sending improper / irregular claims

- Hospital using pressure tactics on TPA to get undue

claim approved

- Non release of payment by SNA on one or more

grounds

- Delay of payment by SNA

- Fraud claims raised by hospitals

- Both public and

private insurance

companies

empanelled

- Currently more than

15 insurance

companies are

empanelled

3. Healthcare providers - Claims not settled within the stipulated time period

- Claim settlement done by cheque and not online

- District authorities demanding money for

empanelment

- Software/hardware not installed despite payment

of fees for empanelment

- TPA/IA negotiate for settlement of claims

- Issues related to functioning of hardware and

software deployed

- Various hospitals,

dispensaries present

on the list offering

their services

4. Others (TPA, smart card

provider etc.)

- District authorities demanding money for

supporting enrolment

- District authorities pressurising to take action

against particular hospital empaneled by insurance

company

- DKM demanding money for certifying enrolment

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b. Languages supported

All major Indian languages (including regional languages) will have to be supported. A detailed list will be provided at

the RFP stage.

c. Channels supported

1. Inbound- Voice calling (toll-free) including IVRS support, email, web and SMS

2. Outbound- Voice calling, SMS, email, automated calls, web notifications

d. Support Window

1. 24X7 support through a toll-free number, email, web, SMS

2. Non-working on three national holidays

3. Working on other public holidays

e. SLAs

The contact centre partner will be expected to adhere to regular contact centre SLAs e.g. % calls answered, average

speed to answer, average handle time, first call resolution, etc. while also being held responsible for follow up and

close looping of open cases.

Note: Scope of services is indicative and a detailed list will be provided as part of the RFP, expected to be circulated at

a later date.

5. Expectations4 from the partner The selected agency will be expected to set up end-to-end contact centre capabilities including:

a. Define and setup contact center processes:

Work with RSBY to define and implement key processes such as:

4 Expectation from the partners is indicative in nature and detailed information to be provided as part of RFP, expected to be circulated at a

later date

- TDS certificate not provided by IC

- Payment not on time for services provided

5. Committees (DGRC,

SGRC, NGRC etc.)

- Hospital indulged in malpractices in collusion with

beneficiary/insurer

- Package rates differ from MoU

- Enrolment teams not reaching on time

- Three committees

are set up, one each

at district, state and

national level

- Other nodal agencies

are also present

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i. Call handling process for capturing and handling various types of information requests, complaints and

grievances; tagging of cases, assigning ticket numbers and communication of Turn Around Time (TAT)

ii. Complaint resolution- Interaction with backend department for effective and timely resolution of complaints

and grievances

iii. Follow up with the respective departments escalations wherever required

iv. Close looping- Out bound calling and mailing to beneficiaries to close the loop on complaints and grievances

v. Reporting – reporting on health of RSBY program and its nodes based on complaints and grievances

b. Setup contact center facility:

The agency will be expected to have adequate facility to provide services across the country to all beneficiaries and

stakeholders.

c. People:

The agency would be completely responsible for hiring and training of agents, their payments and benefits,

managerial staff for the proposed contact centre including quality executives and supervisors, maintenance of

operations and contact center agency facility, continuous reporting to RSBY on operational metrics.

d. Technology:

The agency will be expected to –

1. Source and implement key contact centre technologies e.g. IVR, CTI, CRM, reporting dashboard etc.

2. Integrate with existing RSBY applications to effectively respond to various stakeholders complaints and

grievances and other information services

3. Ongoing maintenance of all contact centre technologies

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6. Agency selection process

The selection of the agency for setup of contact centre will be done in 2 steps:

1. Shortlisting of contact centre service providers through EOI process (current activity)

2. Selection of contact centre partner through competitive RFP process (to be issued at a later date)

All interested bidders are expected to provide information per EOI requirements in the prescribed format. Only

bidders that meet the qualification criteria (provided below) will be shortlisted and subsequent invitation for RFP.

Shortlisting will be done on the basis of overall compliance to pre-qualification criteria.

a. Qualification criteria

Sr.

No.

Criteria Supporting documents Compliance

(Yes / No)

Detailed

remarks

1. Average annual turnover of at

least Rs. 100 Crore (Rupees

Hundred Crore only) from

domestic contact centre

operations each year during the

previous three financial years (

2011-2012, 2012-2013,

2013-2014)

Audited/ certified financial

statements for 2011-2012,

2012-2013, 2013-2014 as per

Annexure 1. Where domestic

contact centre revenues are not

mentioned explicitly, a certificate

from the statutory auditors of the

company qualifying the revenue.

2. Shall have filed income tax

return for the three financial

years (2011-2012, 2012-

2013, and 2013-2014).

Copy of the IT returns for 2011-

2012, 2012-2013, 2013-2014

duly acknowledged by Income

Tax department

3. At least 1000 agents employed

for in-bound domestic contact

centre operations

List of 3 clients along with

contact details (name, address,

telephone, email) mentioning

number of seats for each client

as per Annexure 2

4. Demonstrated capability of

serving customers in Hindi,

English & at least 2 regional

languages as indicated by

Government of India in the list

of official languages (> 10

seats per language).

List of 3 clients with details on

languages supported, number of

seats of each language as per

Annexure 3 and relevant work

orders or completion certificate.

More client names can be given

only if required to cover the 4

languages desired including

Hindi and English. The language

capability would be assumed

even if any one of the three

clients have utilized agents with

that language on the minimum

specified (i.e. 10) seats.

5. Experience in installation and

management of Contact centre

technology including IVR, CTI,

CRM, reporting dashboard etc.

for three clients (>100 seats

per client)


contact details, project details as

per Annexure 4 and relevant work

order or completion certificate

6. Capabilities to handle multi-

channel communication via

Details of 3 clients as per

Annexure 5 including work order

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Sr.

No.

Criteria Supporting documents Compliance

(Yes / No)

Detailed

remarks

atleast 2 out of the following 4

channels: Phone, SMS, web,

email for at least three clients

(>100 seats overall per client)

or completion certificate

7. Experience of integration of

CRM with client’s enterprise IT

systems for at least two clients


contact details, project details as

per Annexure 6 and relevant work

or order or completion certificate

8. Experience of servicing similar

programs- (at least one of the

following conditions should be

met)

i. Stakeholders

serviced comprise

rural population in

India including those

from families

classified as below

poverty line (BPL)

ii. Services involve

engagement with

government

departments /

agencies for

grievance redressal

iii. Provide support to

healthcare industry

e.g. for healthcare

players or providers

Provide the following details for 3

projects that meet criteria as per

Annexure 7

Note: MoLE reserves the right to conduct due-diligence and reference checks on the service providers if they are

shortlisted, as part of the RFP process.

b. Key Milestones

Sr. No. Key milestones Date

1. Expression of interest to be submitted By 5th September, 2014

2. RFP to be released (to shortlisted agencies only) Within 4 to 6 weeks

3. Finalization and selection of agency Within 6 to 8 weeks from Sr. No.

2

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7. EOI submission guidelines

The Expression of Interest is to be submitted in the manner prescribed below:

1. Applicant’s Expression of Interest (EOI) as per Format-1

2. Organizational profile as per Format-2

3. Declaration as per Format-3

4. Power of attorney in favour of authorized signatory with long and short-signatures of authorized person

All information as detailed below has to be submitted in hard copy format and email at the address provided below.

Suresh Singh

The Director (RSBY-Monitoring),


Room No. XXXX, First Floor,

Shram Shakti Bhawan, Rafi Marg, New Delhi – 110 001

Telephone No.– 011- 23070666

e-mail: [email protected]

Last date of submission is on or before 5th September, 2014 by 1600 hrs

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Format - 1

Applicant’s Expression of Interest

To

The Director (RSBY-Monitoring),

Office of DGLW,


Room No 8A, Jaisalmer House,

No. 26, Mansingh Road,

New Delhi - 110011

Subject: Submission of Expression of interest to set up contact centre operations for RSBY

Dear

In response to the Invitation for Expression of Interest (EOI) published on 14th August 2014, for the

above purpose, we would like to express interest to carry out the above proposed task. As

instructed, we attach 2 sets of the following documents in separately sealed envelopes and one soft copy:

1. Organizational Basic Details (Format-2)

2. Declaration (Format-3)

Sincerely Yours,

Signature of the applicant

[Full name of applicant]

Stamp ……..

Date: xxxxxxxx

Encl: as above

Note: This is to be furnished on the letter head of the organization.

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Format - 2

Organization profile

S. No. Particulars Documents to be submitted

1. Name of Organization Certificate of Incorporation

2. Main areas of business Article of Association

3. Type of Organization - Firm/ company/ partnership firm registered

under the Indian Companies Act, 1956/ the partnership Act, 1932 Certificate of Incorporation

4. Whether the firm has been blacklisted by any Central Govt. /State

Govt./PSU/ Govt. Bodies/Autonomous? If yes, details thereof.

Undertaking by the firm on letter

head indicating no black listing. In

the event of any blacklisting, details

with black listing letter to be

attached.

5. Year of establishment and constitution of organization Certificate of Incorporation

6. Address of registered office with telephone no. & fax

7. Address of office in National Capital Region (If any)

8. Name of contact person with telephone number & e-mail address

9.

Name, designation, telephone number and email address of the

authorised signatory

Signature of the applicant

Full name of the applicant

Stamp

Date

Enclosed-

1. Copy of Certificate of Incorporation

2. Copy of Article of Association.

3. Undertaking for black listing

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Format - 3

Declaration

We hereby confirm that we are interested in participating for the following:

To set up a national level contact centre to support the complaint and grievance redressal management system (CGRMS)

for Rashtriya Swasthya Bima Yojana (RSBY), a Government of India initiative

All the information provided herewith is genuine and accurate.

Authorized Person’s Signature:

Name and Designation:

Date of Signature:

Note: This declaration is to be furnished on the letter head of the organization

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Annexure 1: Financial turnover of company in last 3 financial years The firm must provide all the requisite documentation as per the annexure. Absence of any requisite document could lead to non-qualification for shortlisting.

No. Financial year Annual turnover of the firm in INR Lakhs5 Annual turnover of the agency from contact center activities in INR lakhs

1 2013-14

2 2012-13

3 2011-12

5 Please give annual turnover of the agency/organization as per audited statements of last three years

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Annexure 2: Agents deployed for in-bound domestic contact centre operations The firm must provide all the requisite documentation as per the annexure. Absence of any requisite document could lead to non-qualification for shortlisting.

No Name of completed

or ongoing contact

centre operations

Name, address,

email and phone

number of client

Month & year of

initiation of

contact centre

operations

Month & year of

completion of

contact centre

operations (if

applicable)

Contract value & work order


(attach work order or

completion certificate)

Number of

agents deployed

Geographical location or states

where services were offered

1

2

3

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Annexure 3: Capability to serve customers in Hindi, English and other regional languages The firm must provide all the requisite documentation as per the annexure. Absence of any requisite document could lead to non-qualification for shortlisting.


or ongoing contact

centre operations

Name, address,

email and phone

number of client

Month & year of

initiation of

contact centre

Month & year of

completion of

contact centre

operations (if

applicable)

Contract value & work

order (attach work order)

Number of agents deployed

for each language

Geographical location

or states where services

were offered

1 English

Hindi

<Lang3>

<Lang n>

2 English

Hindi

<Lang3>

<Lang n>

3 English

Hindi

<Lang3>

<Lang n>

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Annexure 4: Experience of installation and management of contact centre technology The firm must provide all the requisite documentation as per the annexure. Absence of any requisite document could lead to non-qualification for shortlisting.


or ongoing contact

centre operations

Name, address,

email and phone

number of client

Month & year of

initiation of contact

centre

Month & year of

completion of

contact centre

operations (if

applicable)

Contract value & work order or

completion certificate (attach

work order or completion

certificate)

Number of

agents

deployed

Geographical location or

states where services

were offered

1

2

3

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Annexure 5: Capability to handle multi-channel communication The firm must provide all the requisite documentation as per the annexure. Absence of any requisite document could lead to non-qualification for shortlisting.

No. Name of

completed or

ongoing

contact centre

operations

Name, address,

email and phone

number of client

Month & year of

initiation of

contact centre

Month & year of

completion of

contact centre

operations (if

applicable)




certificate)

Number of

agents

deployed

Geographical

location or states

where services

were offered

Communication

channels used (i.e.

Voice, SMS, web,

email)

1

2

3

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Annexure 6: Capability to integrate with clients enterprise IT systems The firm must provide all the requisite documentation as per the annexure. Absence of any requisite document could lead to non-qualification for shortlisting.

No Name of

completed or

ongoing contact

centre operations

Name, address,

email and phone

number of client

Month & year of

initiation of

contact centre

Month & year of

completion of

contact centre

operations (if

applicable)

Contract value & work order


(attach work order or

completion certificate)


states where services were

offered

Details of IT systems

integrated with contact

center CRM

1

2

3

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Annexure 7: Experience of working with similar clients / programs The firm must provide all the requisite documentation as per the annexure. Absence of any requisite document could lead to non-qualification for shortlisting.

No Name of

completed or

ongoing contact

centre operations

Name, address,

email and phone

number of client

Month & year of

initiation of contact

centre

Month & year of completion

of contact centre operations

(if applicable)




certificate)


states where services

were offered

Type of stakeholder

serviced from

categories (rural,

BPL, healthcare,

government)

1

2

3

RSBY::Rashtriya Swasthya Bima Yojna - “Expression …rsby.gov.in/Docs/EOI of RSBY for Contact...

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