RFP for Selection of SI for establishment of Call Centre and provide Call Centre related Services

for Rajasthan Sampark 2.0 (CM Helpline) for Government of Rajasthan

2022
d70cument History

RajCOMP Info Services Limited

Document Publication History

(RISL)
Distribution

Request for Proposal (RFP)

For
Selection of System Integrator (SI) for
Establishment of Call Centre and provide Call
Centre related Services for Rajasthan Sampark
(CM Helpline 181) 2.0 for Govt. of Rajasthan

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related services for
Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

RFP for Selection of System Integrator for establishment of Call Centre and provide Call
Centre related Services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of
Rajasthan

[NIB No. F4.3(494)/RISL/Tech/2022-01190/948 Dated:10-05-2022

Unique Bid No.: RIS2223SLOB00016

Online though e-Procurement/ e-Tendering

Mode of Bid Submission
system at http://eproc.rajasthan.gov.in
Managing Director,
Procuring Authority RISL, First Floor, C-Block, Yojana Bhawan,
Tilak Marg, C-Scheme, Jaipur-302005 (Raj.)
Last Date & Time of Submission of Bid 14.06.2022 at 3.30 PM

Date & Time of Opening of Technical Bid 14.06.2022 at 4.30 PM

Bidding Document Fee: Rs. 5,000 (Rupees Five Thousand only)

Name of the Bidding Company/ Firm:

Contact Person(Authorised Bid Signatory):

Correspondence Address:
Telephone &
Mobile No.
Fax Nos.:
Website & E-Mail:

RajCOMP Info Services Limited (RISL)

First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj.)
Phone: 0141- 5103902 Fax: 0141-2228701
Website: http://risl.rajasthan.gov.in, Email: [email protected]

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related services for
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Table of Contents

ABBREVIATIONS & DEFINITIONS ............................................................................................................ 7

1. INVITATION FOR BID (IFB) & NOTICE INVITING BID (NIB)............................................................ 10
2. PROJECT PROFILE & BACKGROUND INFORMATION ................................................................. 12
2.1 About RISL 12
2.2 Project Profile 12
2.2.1 Techno – Functional Solution Details: 12
2.2.2 Workflow: 13
2.2.3 Envisaged Scenario: 13
3. PRE-QUALIFICATION/ ELIGIBILITY CRITERIA ............................................................................... 14
4. SCOPE OF WORK, DELIVERABLES & TIMELINES ........................................................................ 16
4.1 Scope of Work: 16
4.1.1 Establishment and Commissioning of Physical (Non ICT) Infrastructure 16
4.1.2 Establishment and Commissioning of IT Infrastructure 18
4.1.3 Manpower Services for Operation and Maintenance of Call Center 21
4.1.4 Project Deliverables, Milestones, Time Schedule & Payment: 25
4.2 Responsibilities of Stakeholders 26
4.2.1 RajCOMP Info Services Limited (RISL): 26
4.2.2 Participating State Department 27
4.2.3 RSDC(Rajasthan State Data Centre) 27
5. INSTRUCTION TO BIDDERS (ITB).................................................................................................... 28
1) Sale of Bidding/ Tender Documents 28
2) Changes in the Bidding Document 28
3) Period of Validity of Bids 29
4) Format and Signing of Bids 29
5) Cost & Language of Bidding 30
6) Alternative/ Multiple Bids 30
7) Bid Security 30
8) Deadline for submission of Bids 32
9) Withdrawal, Substitution, and Modification of Bids 32
10) Opening of Bids 32
11) Selection Method: 33
12) Clarification of Bids 33
13) Evaluation & Tabulation of Technical Bids 34
14) Evaluation & Tabulation of Financial Bids 35
15) Correction of Arithmetic Errors in Financial Bids 36
16) Price/ purchase preference in evaluation 37

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17) Negotiations 37
18) Exclusion of Bids/ Disqualification 37
19) Lack of competition 38
20) Acceptance of the successful Bid and award of contract 38
21) Information and publication of award 39
22) Procuring entity’s right to accept or reject any or all Bids 40
23) Right to vary quantity 40
24) Performance Security 40
25) Execution of Agreement 41
26) Confidentiality 42
27) Cancellation of Procurement Process 42
28) Code of Integrity for Bidders 43
29) Interference with Procurement Process 44
30) Appeals 44
31) Stay of Procurement Proceedings 45
32) Vexatious Appeals & Complaints 46
33) Offenses by Firms/ Companies 46
34) Debarment from Bidding 46
35) Monitoring of Contract 47
6. GENERALTERMS AND CONDITIONS OF TENDER & CONTRACT .............................................. 49
Definitions 49
1) Contract Documents 50
2) Interpretation 50
3) Language 50
4) Joint Venture, Consortium or Association 51
5) Eligible Goods and Related Services 51
6) Notices 51
7) Governing Law 51
8) Supplier’s/ Selected Bidder’s Responsibilities 51
9) Purchaser’s Responsibilities 51
10) Contract Price 51
11) Recoveries from Supplier/ Selected Bidder 51
12) Taxes & Duties 52
13) Copyright 52
14) Confidential Information 52
15) Sub-contracting 53
16) Extension in Delivery Period and Liquidated Damages (LD) 53
17) Patent Indemnity 55
18) Limitation of Liability 56

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19) Force Majeure 56

20) Change Orders and Contract Amendments 56
21) Termination 57
a) Termination for Default 57
b) Termination for Insolvency 57
c) Termination for Convenience 58
22) Exit Management 58
23) Settlement of Disputes 61
24) Verification of Eligibility Documents by RISL: 62
7. SPECIAL TERMS AND CONDITIONS OF TENDER & CONTRACT ............................................... 62
1) Payment Terms 62
2) Payment Schedule 63
3) Service Levels 63
a) Service Level Requirements 63
b) Service Level Agreement Applicability 63
c) Service level Agreement (SLA) Parameters 63
d) SLA Change Control 64
4) Change Requests/ Management 64
5) Other Important Terms & Conditions 65
6) Penalty for delay in increase seats 65
7) Exit Management 66
ANNEXURE-1: EXISTING INFRASTRUCTURE ................................................................................................... 69
ANNEXURE-2: PRE-BID QUERIES FORMAT ............................................................................................ 70
ANNEXURE-3: TENDER FORM ................................................................................................................... 71
ANNEXURE-4: BIDDER’S AUTHORIZATION CERTIFICATE {TO BE FILLED BY THE BIDDER} .................... 72
ANNEXURE- 5: SELF-DECLARATION – NO BLACKLISTING................................................................... 73
ANNEXURE-6: SELF-DECLARATION {DECLARATION BY THE BIDDER REGARDING QUALIFICATIONS } ........ 74
ANNEXURE-7: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FOR PRE-
QUALIFICATION EXPERIENCE................................................................................................................... 75
ANNEXURE- 8: FINANCIAL BID COVER LETTER & FORMAT COVER LETTER {TO BE SUBMITTED BY
THE BIDDER ON HIS LETTER HEAD} .................................................................................................................... 76
ANNEXURE- 9: FINANCIAL BID FORMAT ................................................................................................. 77
ANNEXURE- 10: BANK GUARANTEE FORMAT - PERFORMANCE SECURITY (PBG) {TO BE
SUBMITTED BY THE BIDDER ’S BANK} .................................................................................................................. 78
ANNEXURE- 11: DRAFT AGREEMENT FORMAT{TO BE MUTUALLY SIGNED BY SELECTED BIDDER AND
PROCURING ENTITY} ......................................................................................................................................... 83
ANNEXURE- 12: MEMORANDUM OF APPEAL UNDER THE RTPP ACT, 2012 ..................................... 86
ANNEXURE-13: INDICATIVE CONFIDENTIALITY AND NON DISCLOSURE AGREEMENT ................ 87
ANNEXURE-14: UNDERTAKING OF SUCCESSFUL HANDOVER/TAKEN OVER DURING EXIT MANAGEMENT ........ 92
ANNEXURE 15- TEAM PROFILE AND TRAINING REQUIREMENTS ...................................................... 93
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ANNEXURE 16- SERVICE LEVEL AGREEMENT (RAJASTHAN SAMPARK CENTRE) ......................... 97

ANNEXURE 17- INDICATIVE FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS ..................101
ANNEXURE-18: PROCESS FLOW GRIEVANCE REGISTRATION THROUGH (181) HELPLINE ........115
ANNEXURE-19: FORMAT FOR CVS AFTER AWARD OF CONTRACT GIVEN TO SUCCESSFUL BIDDER ............138

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Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

ABBREVIATIONS & DEFINITIONS

The Rajasthan Transparency in Public Procurement Act, 2012 (Act No.
Act
21 of 2012) and Rules thereto
An appliance is a pre-packaged, pre-configured balanced set of hardware
(like servers, memory, storage, I/O channels etc), software (Operating
Appliance System, management Software etc) sold and supported by one OEM. It
is sold as a unit with built-in redundancy for high availability and
positioned as a complete platform.
Authorised The bidder’s representative/ officer vested (explicitly, implicitly, or through
Signatory conduct) with the powers to commit the authorizing organization to a
binding agreement. Also called signing officer/ authority having the Power
of Attorney (PoA) from the competent authority of the respective Bidding
firm.
BG Bank Guarantee
Bid/ eBid A formal offer made in pursuance of an invitation by a procuring entity
and includes any tender, proposal or quotation in electronic format
Bidder / Supplier Any person/ firm/ agency/ company/ contractor/ supplier/ vendor
participating in the procurement/ bidding process with the procurement
entity
Documents issued by the procuring entity, including any amendments
Bidding Document thereto, that set out the terms and conditions of the given procurement
and includes the invitation to bid
BoM Bill of Material
CMC Contract Monitoring Committee
Competent Authority An authority or officer to whom the relevant administrative or financial
powers have been delegated for taking decision in a matter relating to
procurement. MD, RISL in this bidding document.
Contract/
A contract entered into between the procuring entity and a successful
Procurement
bidder concerning the subject matter of procurement
Contract
The Contract/ Project Period shall commence from the date of issue of
Contract/ Project
Work order and shall remain valid for three years from the date of Go-
Period
Live of the project
Day A calendar day as per GoR/GoI
DoIT&C Department of Information Technology and Communications,
Government of Rajasthan.
GoI/ GoR Govt. of India/ Govt. of Rajasthan
All articles, material, commodities, electricity, livestock, furniture, fixtures,
raw material, spares, instruments, software, machinery, equipment,
Goods industrial plant, vehicles, aircraft, ships, railway rolling stock and any
other category of goods, whether in solid, liquid or gaseous form,
purchased or otherwise acquired for the use of a procuring entity as well
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as services or works incidental to the supply of the goods if the value of

services or works or both does not exceed that of the goods themselves
GST Goods & Service Tax
ICT Information and Communication Technology.
Invitation for Bids (A document published by the procuring entity inviting
IFB Bids relating to the subject matter of procurement and any amendment
thereto and includes notice inviting Bid and request for proposal)
INR Indian Rupee
ISI Indian Standards Institution
ISO International Organisation for Standardisation
IT Information Technology
ITB Instruction to Bidders
LD Liquidated Damages
LoI Letter of Intent
NIB Notice Inviting Bid
Notification A notification published in the Official Gazette
OEM Original Equipment Manufacturer
PAN Permanent Account Number
PBG Performance Bank Guarantee
PC Procurement/ Purchase Committee
PQ Pre-Qualification
The process of procurement extending from the issue of invitation to Bid
Procurement
till the award of the procurement contract or cancellation of the
Process
procurement process, as the case may be
The acquisition by purchase, lease, license or otherwise of works, goods
or services, including award of Public Private Partnership projects, by a
Procurement/ Public procuring entity whether directly or through an agency with which a
Procurement contract for procurement services is entered into, but does not include
any acquisition without consideration, and “procure” or “procured” shall
be construed accordingly
Project Site Wherever applicable, means the designated place or places.
PSD/ SD Performance Security Deposit/ Security Deposit
Purchaser/ Person or entity that is a recipient of a good or service provided by a seller
Tendering Authority/ (bidder) under a purchase order or contract of sale. Also called buyer.
Procuring Entity RISL in this RFP document.
RISL RajCOMP Info Services Limited
RSDC Rajasthan State Data Centre, New IT Building, Jaipur

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Any subject matter of procurement other than goods or works and

includes physical, maintenance, professional, intellectual, consultancy
Services and advisory services or any service classified or declared as such by a
procuring entity and does not include appointment of any person made
by any procuring entity
Service Level Agreement is a negotiated agreement between two parties
wherein one is the customer and the other is the service provider. It is a
SLA service contract where the level of service is formally defined. In practice,
the term SLA is sometimes used to refer to the contracted delivery time
(of the service) or performance.
SLNO State Level Nodal Officer
State Government Government of Rajasthan (GoR)
State Public
http://sppp.raj.nic.in
Procurement Portal
Subject Matter of
Any item of procurement whether in the form of goods, services or works
Procurement
GST Goods & Service Tax
WO/ PO Work Order/ Purchase Order
SI System Integrator

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related services for
Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

NIB No. F4.3(494)/RISL/Tech/2022-01190/948 Dated: 10-05-2022

Unique Bid No.: RIS2223SLOB00016

1. INVITATION FOR BID (IFB)& NOTICE INVITING BID (NIB)

 Name: RajCOMP Info Services Limited (RISL)
Name & Address of the Procuring
 Address: First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-
Entity
Scheme, Jaipur (Rajasthan)
 Name: Sh. G K Sharma
 Designation: General Manager(Technical)
Name & Address of the Project
 Address: First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-
Officer In-charge (POIC)
Scheme, Jaipur (Rajasthan)
 Email: [email protected]
Selection of System Integrator (SI) for establishment of Call Centre
Subject Matter of Procurement and provide Call Centre related Services for Rajasthan Sampark
2.0 (CM Helpline 181) for Government of Rajasthan
Single Stage Two Envelope Open Competitive e-Bid procedure at
Bid Procedure
http://eproc.rajasthan.gov.in
Bid Evaluation Criteria Least Cost Based Selection (LCBS)– L1
(Selection Method)
 Websites: http://risl.rajasthan.gov.in,
http://eproc.rajasthan.gov.in and http://doitc.rajasthan.gov.in
 Bidding document fee: Rs. 5000 (Rupees Five Thousand only)
Websites for downloading Bidding
in Demand Draft in favour of “Managing Director, RISL” payable
Document, Corrigendum,
at “Jaipur”.
Addendums etc.
 RISL Processing Fee: 1000 (Rupees One Thousand only) in
Demand Draft in favour of “Managing Director, RISL” payable at
“Jaipur”.
Estimated Procurement Cost Rs. 190.00 Crore (Rupees One Hundred Ninety Crore Only)
 Amount (INR): 2.0% of the estimated procurement cost
(mentioned above), 0.5% for S.S.I. of Rajasthan, 1% for Sick
Industries, other than S.S.I., whose cases are pending with
Bid Security and Mode of Payment Board of Industrial & Financial Reconstruction.
 Mode of Payment: Banker’s Cheque or Demand Draft or Bank
Guarantee (in specified format), of a Scheduled Bank in favour
of “Managing Director, RISL” payable at “Jaipur”
 Manner: Online at e-Proc website http://eproc.rajasthan.gov.in
Manner, Start/End Date & Time for
 Start Date: 10.05.2022, 04.00 PM
the submission of Bids
 End Date: 14.06.2022, 03.30 PM
 Date: 17.05.2022
Date/ Time/ Place of Pre-  Time: 03.00 PM
Bid Meeting  Venue: RISL Board Room, First Floor, C- Block, Yojna
Bhawan, Tilak Marg, C-Scheme, Jaipur (Rajasthan)
 Date: 18.05.2022
Date /Time/ Manner of submission
 Time: 05.00 PM
of pre- bid queries
 Manner: Through email on [email protected]

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Date & time of submission of pre-

 Date: 27.05.2022
bid queries responses and upload
 Time: 04.00 PM
of Final RFP
Submission of Banker’s
Cheque/Demand Draft for Tender Upto 14.06.2022 till 3.30 PM
Fee, Bid Security and RISL
processing fees
Date: 14.06.2022
Date/ Time/ Place of Technical Bid Time: 4.30 PM
Opening Place: RISL Board Room, First Floor, Yojna Bhawan, C-Block,
Tilak Marg, C-Scheme, Jaipur-302005
Date/ Time/ Place of Financial Bid
Will be intimated later to the Technically qualified bidders
Opening
Bid Validity 90 days from the bid submission deadline
Note:
1) Bidder (authorised signatory) shall submit their offer on-line in Electronic formats both for technical and
financial proposal. However, DD for Tender Fees, RISL Processing Fees should be submitted
physically at the office of Tendering Authority as prescribed in NIB and scanned copy of same should
also be uploaded along with the technical Bid/ cover.
2) In case, any of the bidders fails to physically submit the Banker’s Cheque/ Demand Draft for Tender
Fee and RISL Processing Fee as per timelines mentioned in NIB, its Bid shall not be accepted. The
instruments should be drawn in favour of “Managing Director, RajCOMP Info Services Ltd.” payable at
“Jaipur” from any Scheduled Commercial Bank.
3) To participate in online bidding process, Bidders must procure a Digital Signature Certificate (Type III)
as per Information Technology Act-2000 using which they can digitally sign their electronic bids. Bidders
can procure the same from any CCA approved certifying agency, i. e. TCS, Safecrypt, Ncode etc.
Bidders who already have a valid Digital Signature Certificate (DSC) need not procure a new DSC.
Also, bidders must register on http://eproc.rajasthan.gov.in (bidders already registered
onhttp://eproc.rajasthan.gov.in before 30-09-2011 must register again).
4) RISL will not be responsible for delay in online submission due to any reason. For this, bidders are
requested to upload the complete bid well advance in time so as to avoid 11th hour issues like slow
speed, choking of web site due to heavy load or any other unforeseen problems.
5) Bidders are also advised to refer "Bidders Manual Kit" available at e-Procurement website for
further details about the e-Tendering process.
6) Training for the bidders on the usage of e-Tendering System (e-Procurement) is also being arranged
by DoIT&C on a regular basis. Bidders interested for training may contact e-Procurement Cell, DoIT&C
for booking the training slot.
Contact No: 0141-4022688 (Help desk 10 am to 6 pm on all working days)
e-mail: [email protected]
Address: e-Procurement Cell, RISL, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur
7) The procuring entity reserves the complete right to cancel the bid process and reject any or all of the
Bids.
8) No contractual obligation whatsoever shall arise from the bidding document/ bidding process unless
and until a formal contract is signed and executed between the procuring entity and the successful
bidder.
9) Procurement entity disclaims any factual/ or other errors in the bidding document (the onus is purely
on the individual bidders to verify such information) and the information provided therein are intended
only to help the bidders to prepare a logical bid-proposal.

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10) The provisions of RTPP Act 2012 and Rules thereto shall be applicable for this procurement.
Furthermore, in case of any inconsistency in any of the provisions of this bidding document with the
RTPP Act 2012 and Rules thereto, the later shall prevail.

-sd-
(G.K. Sharma)
General Manager (Technical)

2. PROJECT PROFILE & BACKGROUND INFORMATION

2.1 About RISL

RajCOMP Info Services Ltd. (formerly RajCOMP) is a fully owned Government of Rajasthan
Company; it is a leading consulting organization in the field of Information Technology. RajCOMP
Info Services Ltd. (RISL) operates under the aegis of Government of Rajasthan. RISL is
designated State Designated Agency(SDA) for implementation of NeGP Components i. e.
Rajasthan State Data Centre (RSDC), State-wide Area Network (SWAN), Common Service
Centre (CSC), State Service Delivery Gateway and other State’s Mission Mode Projects (MMPs).
RISL is also Technology Partner with departments like Agriculture Department, Election
Department, State Election Department, JCTSL, Education Department, RHSDP etc. RISL takes
up the activities of procuring and outsourcing of hardware, software, networking components and
other products and services on behalf of Government Departments/ Organization(users).

2.2 Project Profile

Government of Rajasthan has already established a Citizen Contact Center of approximately
400 seats for dissemination of awareness of various schemes, providing necessary information
to citizens and dealing with public grievances. Rajasthan Sampark was launched in the year
2014 across the state of Rajasthan with various functionalities. Over the years, based on the
feedbacks and lessons learnt, various enhancements and updates have already been
implemented in the overall solution to cater the requirement of various stakeholders. The current
Citizen Call Center has already become an integral part of the Rajasthan Government as a mode
of disseminating information and redressal of public grievances through CM Helpline (181). The
Call Centre fully operational on 24X7 basis. Various departments as per their requirement had
integrated the Call Centre solutions in their workflow to interact with citizens. On an Average
around 50,000 calls are transaction per day done by the Call Centre for various requests by the
citizens.

In addition to the information service and grievance redressal, the Call Centre also conducts
various surveys and campaigns based on the requirement of respective stakeholder
departments. During the COVID 19 pandemic scenarios also the Call Centre has played an
integral part in facilitating the operations of COVID War Room. Numerous requests and
grievances are being registered related to COVID -19 pandemic; this existing Call Centre is
already acting as primary access points for the citizens for registering their respective requests.
On an average 4000 to 5000 calls are received on a daily basis especially for COVID-19 related
cases apart from other public grievances and information related calls.

2.2.1 Techno – Functional Solution Details:

Following functionalities are required in the Call Centre according to the need:
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Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

o Interactive Voice Response System

o Automatic Call Distribution
o Customer Relationship Management Application
o Computer Telephony Integration
o Recording Solution
o Inbound and Outbound calling
o Automatic Speech Recognition
o Rajasthan Sampark Grievance Redressal Module

2.2.2 Workflow:
i. Informational Services:

Already captured The transaction is

details of the caller is stored in the portal
reflected into the call centre Agent The call ends after
system for future reference
Citizens calls the provides necessary providing necessary
and linked to the
Toll Free Number *if the citizen is calling information as per a information to the
number through
for the first time the pre defined content citizen
called details are which the citizen
updated in the system had called

ii. Grievance Redressal –

Already captured
details of the caller is Agent captures the Grievance is
Citizens calls the
reflected into the grievance detiails registered in Citizen receives the
Toll Free Number system in the Rajasthan Rajasthan Sampark grievance Id for
(181) for
*if the citizen is calling Sampark Portal and portal and an future reference
registration of
for the first time the registers the unique grievance Id and the call ends.
grievance called details are grievance is generated
updated in the system

For both the above mentioned processes, the dialler pushes the caller details to the respective
applications / portals for ready reference. Similar concept can also be evaluated for registration
of e-Mitra related service request wherein the caller information may be pushed to the respective
service request portal and rest of the processing related to the service delivery will take place in
the e-Mitra portal.

2.2.3 Envisaged Scenario:

 To establish an integrated Call Centre under a single platform having 1000 seating capacity.
Number of seats required for different government programmes/ schemes at different
locations shall be decided by RISL and these required seats shall be located anywhere in
Rajasthan state.
 Seamless integration of all the department centric software application with the Call Centre
CRM so that specific requests from the citizens can be directly routed to the respective
departments at the initial phase of processing the requests. This will reduce the overall
turnaround time of the service delivery.
 Facilitating Call Centres services as an additional mode of service delivery for additional
citizen centric services.

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 Levering legacy data of Call Centre related services to derive insight through Analytical
dashboards for better planning and enabling proactive response towards improvement areas
across the state.

3. PRE-QUALIFICATION/ ELIGIBILITY CRITERIA

1) A bidder participating in the procurement process shall possess the following minimum pre-
qualification/ eligibility criteria.

S. Basic Specific Requirements Documents

No. Requiremen Required
t
1 Legal Entity The bidder should be a Proprietorship firm Copy of valid
registered under the Rajasthan Shops & Registration
Commercial Establishments Act, 1958 or a Certificates
similar Act of any other State/ Union, as
applicable OR
(Note: A self-certified declaration regarding
the non-applicability of registration to any Act Copy of Certificates
should be submitted by the bidder) of Incorporation
OR
A company registered under Indian
Companies Act, 1956
OR
A partnership firm registered under Indian
Partnership Act, 1932.
OR
A Limited Liability Partnership registered
under Indian Limited Liability Partnership
Act, 2008.
2 Financial: Average Annual Turnover of the bidder from CA Certificate with
Turnover IT/ ITeS during the last three financial years CA’s Registration
from IT/ ITeS i. e. from 2018-19 to 2020-2021 should be at Number/ Seal
least Rs. 20.00 Crore.
3 Financial: The Net Worth of the bidder should be CA Certificate with
Net Worth Positive as on date (as per last published CA’s Registration
audited Balance Sheet). Number/ Seal
4 Technical a. The bidder should have a similar nature Copies of Work
Capability fully functional Call Centre facility with at Orders with Order
least capacity of 300 physical seats setup Value
in any sector in last three years as on date And
of submission of the bid in a single project
Completion/Phase
Completion
b. Bidder should have 3 years experience of Certificate issued by
similar nature and functionalities public Client Organization.
grievance redressal system including call
centre services of any sector

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S. Basic Specific Requirements Documents

No. Requiremen Required
t
5 Tax The bidder should have a registered number Copies of relevant
registration of: Certificates of
and i. GST Registration
clearance ii. Income Tax / PAN number.

6 Certifications The bidder must possess at the time of Copy of a valid

bidding, a valid CMM/CMMI Level 3 or ISO Certificates
9001:2015 & 27001:2013 or above
certification.
7 Office in The bidder should have a project office in Undertaking on
Jaipur Jaipur, Rajasthan company letter head
or duly by authorized
The bidder has to establish an office in Jaipur signatory.
before go-live with the facility of training
center for buffer manpower required
8 Mandatory A Self-Certified letter as per Annexure-6: Self-Declaration
Undertaking

2) In addition to the provisions regarding the qualifications of the bidders as set out in (1) above,
the procuring entity may require a bidder, who was pre-qualified, to demonstrate its
qualifications again in accordance with the same criteria used to pre-qualify such bidder. The
procuring entity shall disqualify any bidder that fails to demonstrate its qualifications again, if
requested to do so. The procuring entity shall promptly notify each bidder requested to
demonstrate its qualifications again as to whether or not the bidder has done so to the
satisfaction of the procuring entity.

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4. SCOPE OF WORK, DELIVERABLES & TIMELINES

4.1 Scope of Work:

The objective of Citizen Contact Centre is to provide a single point of contact to residents for
provision of emergency or non-emergency informational and grievances services of identified
Government services in both Hindi and English.
The contract period shall three (3) years from the date of successful go-live and shall be extendable
on year-on-year basis solely at the discretion of the Purchaser on same terms and conditions upto
a maximum of two years beyond the current envisaged three years (3+2 years). During the contract
tenure, the scope of work for Call Centre shall include the following Components:
 Component 1:- Call Centre Set-up and Commissioning: Physical (Non ICT) Infrastructure
 Component 2:- Call Centre Set up and Commissioning: IT Infrastructure
 Component 3:- Manpower Services for Operation and Maintenance of Call Centre

4.1.1 Establishment and Commissioning of Physical (Non ICT) Infrastructure

In this phase, the System Integrator (SI) shall set up and commission the physical Infrastructure
required for the Citizen Contact Centre (CM helpline 181) as per the details given hereunder in order
to get it ready for the Go – Live.
4.1.1.1 Physical (Non ICT) Infrastructure

Physical infrastructure will define the requirement of space for operating a Call Centre and its
location.

a) Location of Call Centre

It is envisaged that accumulated capacity of call center seats will be 1000 and number
of seats required for different government programmes/ schemes at different locations
shall be decided by RISL and these required seats will be located at minimum 50 seats
each in Jodhpur, Kota and Udaipur, scalable up to 200 seats and rest seats will be
located at Jaipur location.

b) Space for Call Centre:

The space for development of Call Centre at designated locations shall be provided by
the Government of Rajasthan/RISL/DoIT&C free of cost.

c) Infrastructure & facilities:

The following shall be provided by the SI unless otherwise explicitly mentioned:

i. SI will deploy new physical infrastructure (Non ICT).

ii. The electricity for the Call Centre shall be provided by RISL free of cost. In case
of rented place, the SI shall pay the electricity bill and the RISL would reimburse
the bills to SI on actual basis.
iii. Office furniture and setup including air-conditioning, networking, telephone
connectivity, pantry area etc
iv. Preparation of training room within the allocated area and with appropriate

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facilities.
v. Adequate seating space for at least one RISL Officer.
vi. Other facilities in compliance with the industry standards/ requirements for
smooth operations of the contact centre
vii. The proposed site should have adequate power back up of three hours battery
backup.
viii. SI shall submit the entire blueprint (including floor plans, training room plan,
seating, civil/ electrical work needed etc) of Call Centre to RISL for approval

d) Toll Free Number:

The SI shall acquire the Toll Free number only in the name of Purchaser i. e. the Service
Subscriber will be Purchaser. The Toll Free number should have following features:

i. The Number should be accessible from all network operators.

ii. There shall be no call charges for citizens calling to this number from any network.
iii. Citizens should be able to dial this toll free number from mobile as well as landline
iv. SI may require procuring an additional PRI line (30 channels) for non-toll free
number in the name of Purchaser from any Telecom Service Provider other than
toll free number to function as an alternate number in case of unavailability of the
primary toll free number.
v. The non-toll free number shall be used for outgoing calls to citizens and
department for follow ups, quality feedback, etc. The cost associated for such
calls shall be reimbursed by RISL based on original bills, invoices and supporting.
vi. The fees paid for the acquisition of the toll free number, non-toll free number and
applicable rentals shall be reimbursed on actual after submission of relevant bills
from the Service Providers. The tariff and the rental charges (for the toll free
number, non-toll free number and the telephone lines) negotiated with the
Telecom Service Providers should be in consultation with the Purchaser. The SI
shall take the approval of the Purchaser before finalizing the tariff agreement with
the Telecom Service Providers.

e) Seats:

The Call Centre to be setup at Rajasthan will follow the per-seat model. The Call Centre
will be of minimum 400 seats, scalable up to 1000 based on requirement during the
contract period. Initially, the Call Centre will be of 400 seats only which will be operational
throughout the window of operations as specified in this RFP. The SI shall maintain the
above prescribed number of seats as long as there is no additional requirement from
RISL. If the requirement arises, RISL shall give an order for increase or decrease of the
number of seats. The SI shall have to ensure increase / decrease of seats as per the
following:

• Seat count for a month will be calculated as

Effective 12 hours login in a day X no. of days of a Month = one seat
For example: 12 X 30 = 360 login hours = 1 seat
• Temporary increase (or increase during peak hours) shall mean increase for a
limited period. It could be for a few months. It could also mean increase during peak
hours in a day for any number of days.

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• For any temporary increase (or increase during peak hours) in number of seats, 10%
of the current number of seats shall be kept as buffer.
• Any requirement of permanent increase up to 10% additional seats or temporary
increase(or increase during peak hours) beyond 10% but upto 20% of the current
number of seats shall have to catered within 2 weeks from the date of notification of
requirement, if any delay then penalty will be as per section 7.
• Any requirement of permanent increase in seats beyond 10% additional seats or
temporary increase(or increase during peak hours) of beyond 20% of the current
number of seats shall have to catered within 4 weeks from the date of notification of
requirement, if any delay then penalty will be as per section 7.
• In case RISL wishes to reduce the number of seats/ change an agent, a written/
email communication will be sent to the SI. The SI shall be given a period of one
week from the date of receipt of such communication as notice period before exit.
The SI would ensure appropriate handover of work from the outgoing agent.
• The SI shall be paid proportionately for the temporary increase (or increase during
peak hours) in number of seats for applicable days/months by RISL. Suppose the
SI deploy a seat for 6 hours for two weeks (84 hours) to handle peak hours calls.
RISL shall pay the cost incurred for per seat for 7days (84 hours /12 hours per day).
• The SI shall keep provision for the virtual seats if asked by the RISL. All necessary
infrastructures required for operationalization of these virtual seats shall be the
responsibility of the SI.
• Technical Helpdesk – As per requirement, the SI shall provision technical helpdesk
seats to resolve the issues of other IT applications. Qualification should be
B.Tech/B.E./MCA/MSc IT/BCA.
• Counsellors or Subject experts – As per requirements, the SI shall provision seats
for Counsellors or Subject experts i. e. Legal, Medical, Educational, e-governance,
Rural development, Social welfare etc. providing assistance to Citizens. Experience
and professional qualifications (graduate in relevant subject).
•
4.1.2 Establishment and Commissioning of IT Infrastructure
Under this component, the SI shall undertake the following activities (but not limited to):

a) Procurement and Installation of IT Infrastructure.

(i) The SI may needs to procure or use the existing IT Infrastructure of RISL to
execute the scope of work as defined in the RFP. The setup of IT infrastructure
(hardware and related software) shall be hosted at the Rajasthan State Data
Centre (RSDC). The detailed functional requirements of these applications and
non-functional requirements are available in Annexure17 titled “Indicative
Functional and Non Functional Requirement Specifications” of this RFP.

The key features of this set up will be as per the following:

 The servers and server side infrastructure of the Call Centre will be co-
located at the Rajasthan State Data Centre and shall leverage the common
facilities of RSDC such as facility management, power back up firewall etc.
List of co-located services available at the Rajasthan State Data Centre are
mentioned in the Annexure titled “List of co-located services at RSDC”.
Please note basic level of servers shall be provisioned at the State Data
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Center for hosting the application. However, if the SI feels the need to install
additional servers or other IT equipment for the successful implementation
and execution of this project for the entire project duration, the SI needs to
ensure installation of such server(s)/ IT Infrastructure at its own cost.
 Connectivity between the RSDC and designated locations of the Call Center
will be provided by RISL.
 It will be SI’s responsibility to procure and deploy the hardware and software
at RSDC. Appropriate manpower should be made available by SI for the
configuration and maintenance of the CRM/IVRS/CTI/Recording Solution. SI
shall ensure the uptime between RSDC and agent area as per the SLAs.
RSDC shall only provide FMS and O&M for the backup and recovery, vendor
management for the hardware maintenance, OS configuration, patch
management for the OS and database in consultation with SI
 The SI shall follow the standard DR policies of Rajasthan State Data Centre.
DR policies shall be shared with the selected SI.
 The IT infrastructure including servers, licenses at State Data Centre (if any)
has been provided by the SI will be transferred to RISL upon go-live
 The SI shall be provide all the IT hardware with latest version.

b) Customization and Integration of Applications

(i) As part of the establishment of the Call Centre, the SI needs to procure,
customize and integrate various applications procured for the Call Centre as per
the requirements of RISL. These applications will include:
 Interactive Voice Response System
 Automatic Call Distribution
 Customer Relationship Management Application
i. Social media
ii. WhatsApp
 Computer Telephony Integration
 Recording Solution
(ii) Suitable reporting software should be available, as part of the above mentioned
applications, to generate standard report formats to measure/ verify various
SLAs, for monitoring the performance of agents, IVRS, ACD etc. SI has to provide
a portal for sharing reports so that the designated officers of Purchaser are able
to generate reports at Purchaser’s end. The key characteristics of the reports
shall include:
 The reports should be in flexible report formats, in xls, txt., ppt or any other
user-friendly structure including graphics depending on the requirement of
RISL
 Reports should also be available in web-enabled format & should be
configurable to be mailed to a defined mailing list at defined interval/ period.

(iii) Integration with applications of other departments:

 The CRM (Rajasthan Sampark application page) should be customized
in such a way that whenever any new scheme or services are added by
RISL as a part of the Call Centre service, the system should have the
provision to develop and incorporate a customized form for specific
scheme or services in such a way that is any citizen wants to avail any
scheme related information, the Call Centre agent should be able to
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select that particular scheme and appropriate form should be opened

with necessary information
 The system should have the provision to consume information through
web services/ APIs from other applications so that after proper
authentication, the specific form should have filled information pertaining
to the service availed. E. g. if a citizen has already applied for any
specific service through e-Mitra and the citizen has not received the
service within specified timeline, the system should be able to fetch the
details through service Id. After proper authentication of the citizen. APIs
shall be developed by the concerned department.
 Integration with Call Centre CRM – The envisaged application must
provide seamless data integration with the Call Centre CRM in such a
way that the system should be able to detect all the grievance details
based on the number from which the caller has contacted the Call
Centre.
 Developing necessary interface for integration with related database of
e-Mitra, Data Lake and other service delivery platforms based on the
need of RISL. Administrative support for integration with other
application shall be the responsibility of Government of Rajasthan

c) Content and SOP Preparation

The SI will be required to prepare detailed Standard Operating Procedures and
content & scripts for new applications at least 2 information and 2 grievance services
for UAT and testing purposes before go-live.

d) Assistance in User Acceptance Testing of the complete solution and

incorporation of feedback/ bugs:
The primary goal of Acceptance Testing and Certification is to ensure that the Project
(including all the project components as discussed in the scope of work) meets
requirements, standards, specifications, and performance. As part of the acceptance
testing and certification, the SI will be responsible for:

a) Preparation and submission of detailed FAT/UAT plans/ formats

b) Prepare various use cases and scenarios
c) Perform hardware and software testing of various components/ modules as
per the scope of work and functional requirements specified by RISL
d) Assist RISL in carrying out user acceptance of the solution
e) Provide system test cases with results
f) Providing appropriate bug reporting and tracking tool
g) Rectifying hardware and software issues/bugs reported during testing upto
the satisfaction of RISL
Final approval/ user acceptance of the system will be given by RISL after successful
implementation and testing

e) Facilitate Security Audit of the system and incorporation of feedback/ bugs:

Post UAT and incorporation of its feedback, the SI will have to get the entire integrated
solution for Call Centre security audited by the GoI empanelled agency, engaged and
approved by RISL. The SI will also be responsible for addressing the bugs received

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in the security audit. The cost towards conducting this security audit should have to
be borne by the SI.
f) System Integration and Commissioning
Integration and commissioning of the Call Center shall be accomplished when all the
activities mentioned in section 4.1.1 and section 4.1.2. (point a to point e.) of the
Scope of Work including the following have been completed:
a) Hiring, training and floor-readiness of required agents including project
manager and support staff for operation of minimum 400 seats, scalable up
to 1000 based on requirement during the contract period.
b) Site preparation which would include physical and IT Infrastructure.
c) Preparation and validation of content and scripts for all the services which
are currently running in the Call Center.
d) Setting up (Installation, Testing and Commissioning) of RSDC hardware and
software infrastructure
e) UAT (using the toll number procured for the Call Centre) completion and
incorporation of all feedback received during the UAT.
4.1.3 Manpower services for operation and maintenance of Call Center

a) Period of Operation and Management Phase

Post commissioning, the Call Centre shall enter the operations and management
phase which the SI shall have to run as per details given here under for three (3) years
from go-live. The contract will be extendable on a year-on-year basis solely at the
discretion of the RISL on same terms and conditions upto maximum extension of two
years beyond the current envisaged three years and as per the terms of this RFP. In
case of any extension to the SI beyond three years after go-live, the per seat cost shall
be increased by 8% on an annual basis on the previous per seat cost.

b) Window of operations
The operating window for Call Centre shall be operational 24X7 and the SI should
maintain the number of agents requested by RISL throughout the window of
operations.
Seat count for a month will be calculated as
Effective 12 hours login in a day X no. of days of a Month = one seat
For example: 12 X 30 = 360 login hours = 1 seat

c) Language Capabilities
(i) Call Centre should support the Hindi & English language to enable access to a
greater section of the population.
(ii) For contacts made via telephone, an IVRS prompt shall provide language options
to the caller to facilitate language selection. The SI shall ensure that adequate
number of agents trained in local language are available for providing services.
(iii) Any online interface provided by the SI should also support Hindi capabilities for
both display and input. Outbound emails to customers shall be in the language of
communication received from the customer. In case language of communication
is not known, Hindi will be the default language. All types of SMS (inbound and
outbound) shall be supported in Hindi and English langauages.
d) Content Management

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Content creation and management is the backbone of any contact centre. The SI will
create, maintain, update and validate the scripts from the data for the purposes of
facilitating the same to its agents. These scripts shall be considered for real-time
citizen interaction usage only after approval from the respective state departments.
Content Management shall entail the following activities on the part of SI:

(i) Content Creation: Content creation refers to the conversion and transformation
of the identified information and data in pre-defined formats. Once the data
transfer is completed from the department’s end, this data shall be processed at
Call Centre level for conversion in pre-defined formats, usually in script form,
which shall be utilized by Call Centre Agents during service delivery to citizens.
During data processing, it shall be ensured by SI that sanctity of data is
maintained and no change in data content is done.
(ii) Content Update and Modification: SI must ensure periodic update of content.
Any update intimated by the Participating Department or RISL must be
incorporated within 2 days of such intimation.SI must also ensure preparation of
FAQs on the basis of frequent service requests experienced at Call Centre; the
same shall be incorporated in the content every 15 days.
(iii) Content Validation: SI must ensure validation and formal vetting of scripts
(including FAQs) generated and updated on the basis of content received from
the participating departments before its use for real-time citizen interaction. The
manner and frequency of validation shall be decided during discussions between
RISL and SI. SI shall submit the script / content related to the services to the
owner/ participating department with the help of RISL and take formal approval
through email / written communication. RISL shall facilitate and help SI in seeking
timely approval from the participating department.

e) Call Management
Call Centre will be accessible by the customers on the designated number and email
address. The calls initiated from any phone number/ operator to the designated
number shall land in the Call Centre of the State. The SI will be required to prepare
the Standard operating procedures (SOP) for various call types received through
various channels and for each service to be delivered from the Call Centre. The list of
standard operating procedures to be prepared includes, but not limited to, the
following:
(i) SOP for handling Voice, Voice-Bot, SMS and E-Mail channels for both
information and grievance requests
(ii) SOP for call closure including follow-up with departments
(iii) SOP, scripts and escalation matrix for each service to delivered through Call
Centre

f) System maintenance post Go-Live

The SI shall be responsible for Call Centre solution and infrastructure maintenance
during the operations and maintenance phase which shall include:
(i) Annual Technical Support Services including application patch, updates and
deployment
(ii) Application Customization (incl IVR Tree expansion)
(iii) Maintenance of IT Infrastructure and support systems
(iv) Helpdesk Management

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(v) Preventive Maintenance Services

(vi) Corrective Maintenance Services
(vii) Configuration Maintenance Services
(viii) Network Management Services
(ix) Vendor Management Services
(x) Asset Management Services
(xi) Overall responsibility for smooth operations of the complete Call Centre
ecosystem

g) Monitoring
(i) A facility should be available for RISL’s monitoring team, external & internal
auditors to periodically inspect the functioning of Call Center. The monitoring
team should be able to access all sub-systems/ servers, records, security
measures including data & software back-ups, firewalls, anti-virus software
updates etc.
(ii) For monitoring, audit and quality assurance purposes, 100% call recording
should be done and such recordings should be stored for a minimum period of
180 days from the date of recording. SI shall provide the recorded log to the
RISL every half-yearly via compatible medium.
(iii) Additionally, SI should provide facility to remotely monitor performance on all
SLAs/ KPIs and also of all the applications provided by the system i.e. real- time
ACD statistics, calls in queue, number of agents logged in, number of agents
abandoned answered calls, query of the call logs of a particular customer etc.
by designated Call Center Coordinator or Call Center in-charge
(iv) SI should generate and submit to RISL periodic MIS and SLAreports as per the
format and frequency decided by RISL

h) Manpower Requirements
(i) The SI will provide manpower for the specified numbers of seats specified in the
section – Seats in the RFP. The qualification and experience of the resources
i.e. specifications Call Centre Agents and Staff is mentioned in Annexure 15 of
this RFP. The SI should provision for staff (incl buffer staff, if any) in such a way
that the SLAs specified are maintained.
(ii) The SI will have to ensure availability of below mentioned staff on a full time
basis in the Call Centre at desinated locations as decided by RISL:
1. The SI shall provide 1 project manager for over all operation.
2. The SI shall provide 1 assistant project manager for every 200 seats.
3. The SI shall provide 1 Team lead for every 20 seats.
4. The SI shall provide 1 trainer for every 100 seats. The SI shall also
provide 1 quality auditor for every 2 team leads (40 seat).
5. Based on need, requirement for software developers may arise for
customization and/ or integration requirements at Call Centre. The SI will
provide software developers as per the UIDAI empanelment for Software
Solution Providers (Tier III).
6. The educational qualifications and experience requirements for the
project manager, assistant project manager, team leads, trainers,agents,
Quality auditor, Network administrator,content manager and software
developer are available in Annexure 15.
7. While the SI will be paid on the basis of seats, it shall also have to ensure
the additional staff such as MIS executive, Technical support staff, HR
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coordinator and admin staff etc from time to time in order to effectively
run the Call Centre operations within the prescribed SLAs.
(iii) The SI will be liable to adhere to all the labour laws (PF & ESI) and any other
laws as may be applicable. Any violation in this regard will empower RISL to
terminate the contract.There will not be any employer-employee relationship
between RISL and staff of SI. As such, the SI’s personnel, employees, agents,
etc, should have no authority or right to bind RISL in any manner. It is also
clarified that the personnel employed by the SI will be exclusively the employees
of the SI, will be supervised directly and controlled by the SI or its representative,
shall be governed by terms of the SI’s employment and should have no
relationship with RISL. The SI shall be responsible and liable in the event of any
adverse claims of whatsoever nature made on RISL by the employees of the
SI.
(iv) If it is observed by RISL that an Agent/ Team Leader has not maintained
decorum with a caller on telephone, or if complaint is received against any of
the Agent/ Team Leader or if his/ her performance is found to be lacking in the
opinion of RISL, RISL may instruct the SI to remove such person from the Call
Center.
(v) SI shall also arrange for the commutation of the agents from their respective
home locations to office locations at its own cost.
(vi) Emergency Response Support System (ERSS)/ SEOC/ and similar
projects:SI shall also provide the manpower of a minimum of 300 seats for the
Emergency Response Support System (ERSS)/ SEOC/ and similar projects
without physical (Non-ICT) and IT infrastructure. The manpower shall be
deployed as per above mentioned point (ii) as per requirement.

i) Training
I. SI should make arrangements for imparting proper training in soft skills,
language skills, call handling via different channels, training on CRM terminals,
content based training etc. so as to prepare the agents to answer different types
of queries, and on other appropriate aspects of contact centre services. The
salient featutres of the training program for the agents is provided at Annexure
15 of this document.
II. SI shall ensure that all the agents are put on live customer interactions only after
providing them 15 days of successful Class room training. All training costs are
SI’s responsibility.
III. SI shall ensure that the all agents will take 15 days on job (Hand-on) training.
After hand-on training, an assessment will be conducted by trainer if agents
pass the assessment then agents will be able to take live calls.
IV. RISL designated officers have the right to attend any training session and/or
conduct a training test for agent/s.

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4.1.4 Project Deliverables, Milestones, Time Schedule& Payment:

It is envisaged that the citizen Call Centre go-live shall be accomplished by the SI within 8
weeks from the date of issuance of work order to the SI and shall include delivery of following:

Milestone Scope of Deliverables Timeline Payment

Work
Call Centre Site Preparation Plan TGL = TWI+ 8 NA
Go-Live System Site Completion Report weeks
Integration Solution deployment,
and Integration and
Commissionin customization report
g as per Content Development and
section 4.1.1 SOP Preparation
and 4.1.2 of User Acceptance Testing
this RFP Go-Live Certificate

Operations Execution of SLA reports Every Payment for

& all the quarter from actual seats
Maintenan activities as TGL till the deployed for
ce Phase listed in completion that quarter
section 4.1.3 of project after necessary
duration deductions due
to penalty (if
any)

Note: It may be noted that the contract will be signed within 7 days of selection of the bidder.
The entire activity should be completed within the specified timelines assigned for each
phase/ milestone.
 It may be also be noted that the time schedule for each milestone shown in the table above
would be enforced independently, even though some of them are inter-dependent. This
would have a cascading effect of penalties for delays in all other milestones dependent on
the precedent milestone. Therefore, the SI shall have to be extremely careful in establishing
an excellent project management set-up. However, any delay in the approval of the
deliverable(s) submitted by the SI to RISL shall not account for the delay on SI’s part.
 The SI has to design and implement a very detailed plan of implementation that seeks to
execute several activities in parallel, adopts critical path method and commits additional
resources to activities falling behind schedule so as to keep up with the overall deadline of
implementation as mentioned above. The time specified for delivery and other activities as
mentioned in the table above shall be deemed to be the essence of the contract and the
successful bidder shall arrange supplies and provide the required services within the
specified period.
 TWI is the event marking RISL issuing the Work Order to the successful bidder, who is also
called the System Integrator (SI).
 TGL is the event marked when the project is declared as Go – Live

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4.2 Responsibilities of Stakeholders

The ability of the SI to accomplish its scope of work, as specified above, depends on multiple
factors including external stakeholders like RISL fulfilling their responsibilities/ obligations
towards the project. These stakeholders and their responsibilities are mentioned below:
4.2.1 RajCOMP Info Services Limited (RISL):
RISL shall be the state designated agency for implementation and maintenance of Citizen
Contact Centre in Rajasthan. The primary responsibilities of RISL shall include but not limited
to:
a) Finalization and formalization of agreement and contract with the selected SI
b) Allocation of space for SI operations
c) Provide Electricity connection free of cost to the SI
d) Facilitate necessary approvals for setting up of Call Centre operations in the space
allocated or acquired by the SI
e) RISL shall bear the cost of the providing support (FMS and O&M) for the backup and
recovery of the contact centre application.
f) Ensure facilitation, support and coordination for Call Centre integration with NeGP
infrastructure projects including RSDC, SWAN, CSC, State Portal, etc

g) Coordinate and facilitate interactions between the project stakeholders including SI,
State Government Departments and State PMU for Call Centre implementation
h) Facilitate administrative readiness and e-readiness of the State Government including
participating Departments
i) Facilitate necessary MoU / agreements with State Line Departments/ SI (as
applicable)for defining service levels for identified services, overseeing service level
adherence, implementation and sustainability of the project and subsequent state wide
rollout
j) Toll free number 18001806128 (181) & 18001806127 will be used by SI and get
approval of suitable tariff plan for calls from RISL.
k) Identification of departments and services to be included in Call Centre along with the
service roll out plan
l) Coordinate with participating departments and oversee the process changes which
would be required from departments’ end for enabling the service delivery through Call
Centre
m) Project Management, Monitoring and Evaluation as per SLAs defined in the contract /
agreement with SI
n) Periodic review of the project progress, identification of risks and guidance on risk
mitigation including preparation of monthly status reports and quarterly review of Call
Centre performance against the benchmarked SLAs
o) Coordination with multiple stakeholders for resolution of issues and challenges
identified during the project implementation phase and post implementation phase
p) RISL shall also ensure necessary facilitation for content generation / creation / update
of records for undertaken services and authentication of the same by the participating
departments. Post conversion, this shall be authenticated and validated by the
participating departments and service owners for all the Call Centre services.
q) Administration rights of the procured IT infrastructure by bidder and hosted at RSDC,
shall be vested by RISL.
r) Provide email access to the agents
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4.2.2 Participating State Department

Participating departments shall be identified at the State level under the supervision of RISL.
Once the departments agree and accept to participate in the Call Centre, these departments
shall ensure the following:
a) Appointment of Nodal Officer for the department as SPOC (Single Point of Contact)
for Call Centre coordination with other Call Centre stakeholders
b) Identification and finalization of services to be delivered through Call Centre in
conjunction with RISL
c) Ensure the required support for enabling the identified service to be launched through
Call Centre. This shall include the following steps:
 Content Creation
 Content Validation – State Department shall be responsible for validating all the
data related to its services including the agent scripts.
 Periodic/ need based Data Update & Modification
 State Department shall be responsible for updating the data regularly, deleting
or removing irrelevant data and adding new data
 Sharing of information updates (as applicable for transactional services)
 Information dissemination: Promote usage of Call Centrethrough its own media,
channels, campaigns
d) Processing of citizen service requests routed through Call Centrein a time bound
manner
4.2.3 RSDC (Rajasthan State Data Centre)
RSDC is the State data centre which will host the hardware and software infrastructure at its
place. It plays a key role in implementation of the contact centre in the state, with following
responsibilities:-
a) All services, applications and infrastructure to provide efficient delivery of G2C
services will be consolidated on RSDC.
b) The bidder shall be provided with the hardware infrastructure for enabling the various
IT components of Call Centre. RSDC shall be responsible to manage all shared
servers and infrastructure to be used for deployment of contact centre IT infrastructure
c) RSDC shall provide infrastructure such as firewall service, directory service,
management and data storage services, SMS and payment gateway which could be
a shared infrastructure to all the applications /departments in the RSDC.
d) Some of the key functionalities of RSDC are Central Data Repository of the State,
Secure Data Storage, Disaster Recovery, Remote Management and Service
Integration.
e) The RSDC shall provide existing EMS server and tools for the SLA management, in
respect to monitor application downtime and application performance.
f) The RSDC shall provide with existing IT help desk server and tools for help desk
monitoring.
g) RSDC shall provide necessary server licenses like operating system for (servers),
backup software licence etc.
h) RSDC shall provide required physical and remote access to bidder for monitoring the
contact centre applications at RSDC.
i) RSDC shall provide SAN Storage, high speed (Fibre Channel)

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j) RSDC shall provide all SAN related infrastructure (e.g. SAN switch) for sharing to the
successful bidder.
k) RSDC shall provide SAN SATA and Tap library usable for archived data storage.
l) RSDC shall provide required number of Internal and external IP at data centre for the
contact centre applications.
m) RSDC shall share the server/architecture only if required, with the selected SI.

5. INSTRUCTION TO BIDDERS (ITB)

1) Sale of Bidding/ Tender Documents
a) Download of bidding documents shall be commenced from the date of publication of Notice
Inviting Bids (NIB) and shall be stopped as per the date & time mentioned in NIB. The
complete bidding document shall also be placed on the State Public Procurement Portal and
e-Procurement portal. The prospective bidder shall be permitted to download the bidding
document from the websites.
b) The bidding documents shall be made available to any prospective bidder who pays the price
for it in cash or by bank demand draft, banker's cheque.
c) Bidding documents purchased by Principal of any concern may be used by its authorised
sole selling agents/ marketing agents/ distributors/ sub-distributors and authorised dealers or
vice versa.

2) Changes in the Bidding Document

a) At any time, prior to the deadline for submission of Bids, the procuring entity may for any
reason, whether on its own initiative or as a result of a request for clarification by a bidder,
modify the bidding documents by issuing an addendum in accordance with the provisions
below.
b) In case, any modification is made to the bidding document or any clarification is issued which
materially affects the terms contained in the bidding document, the procuring entity shall
publish such modification or clarification in the same manner as the publication of the initial
bidding document.

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c) In case, a clarification or modification is issued to the bidding document, the procuring entity
may, prior to the last date for submission of Bids, extend such time limit in order to allow the
bidders sufficient time to take into account the clarification or modification, as the case may
be, while submitting their Bids.
d) Any bidder, who has submitted his Bid in response to the original invitation, shall have the
opportunity to modify or re-submit it, as the case may be, within the period of time originally
allotted or such extended time as may be allowed for submission of Bids, when changes are
made to the bidding document by the procuring entity:
Provided that the Bid last submitted, or the Bid as modified by the bidder shall be considered
for evaluation.

3) Period of Validity of Bids

a) Bids submitted by the bidders shall remain valid during the period specified in the NIB/ bidding
document. A Bid valid for a shorter period shall be rejected by the procuring entity as non-
responsive Bid.
b) Prior to the expiry of the period of validity of Bids, the procuring entity, in exceptional
circumstances, may request the bidders to extend the bid validity period for an additional
specified period of time. A bidder may refuse the request and such refusal shall b e treated
as withdrawal of Bid and in such circumstances bid security shall not be forfeited.
c) Bidders that agree to an extension of the period of validity of their Bids shall extend or get
extended the period of validity of bid securities submitted by them or submit new bid securities
to cover the extended period of validity of their bids. A bidder whose bid security is not
extended, or that has not submitted a new bid security, is considered to have refused the
request to extend the period of validity of its Bid.
4) Format and Signing of Bids
a) Bidders must submit their bids online at e-Procurement portal i.e.
http://eproc.rajasthan.gov.in
b) All the documents uploaded should be digitally signed with the DSC of authorized signatory.
c) A single stage two part/ cover system shall be followed for the Bid: -
a. Technical Bid, including fee details, eligibility & technical documents
b. Financial Bid
d) The technical bid shall consist of the following documents: -
S.
Documents Type Document Format
No.
Fee Details
1. Bidding document Fee (Tender Fee) Instrument/ Proof of submission
(PDF)
2. RISL Processing Fee (e-Procurement) Instrument/ Proof of submission
(PDF)
3. Bid Security As per Annexure - 10
General Documents

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4. Tender Form As per Annexure- 3

5. Bidder’s Authorisation Certificate As per Annexure- 4
6. Self-Declaration As per Annexure- 6
Technical Documents
All the documents mentioned in the As per the format mentioned against
7. “Eligibility Criteria”, in support of the the respective eligibility criteria
eligibility clause (PDF)
8. Format for submission of project As per Annexure- 7
references for pre-qualification
experience.
9. Detailed CVs of the proposed team As per Annexure 19
e) Financial bid shall include the following documents: -
S. Documents Type Document Format
No.
1. Financial Bid – Cover Letter On bidder’s letter head duly signed
by authorized signatory as per
Annexure – 8 (PDF)
2. Financial Bid – Format As per BoQ (.XLS) format available
on e-Procurement portal

f) The bidder should ensure that all the required documents, as mentioned in this bidding
document, are submitted along with the Bid and in the prescribed format only. Non-
submission of the required documents or submission of the documents in a different format/
contents may lead to the rejections of the Bid submitted by the bidder.

5) Cost & Language of Bidding

a) CRM and technology are included in the project cost and is provided by bidder.
b) The Bidder shall bear all costs associated with the preparation and submission of its Bid, and
the procuring entity shall not be responsible or liable for those costs, regardless of the
conduct or outcome of the bidding process.
c) The Bid, as well as all correspondence and documents relating to the Bid exchanged by the
Bidder and the procuring entity, shall be written only in English Language. Supporting
documents and printed literature that are part of the Bid may be in another language provided
they are accompanied by an accurate translation of the relevant passages in English/ Hindi
language, in which case, for purposes of interpretation of the Bid, such translation shall
govern.

6) Alternative/ Multiple Bids

Alternative/ Multiple Bids shall not be considered at all.

7) Bid Security
Every bidder, if not exempted, participating in the procurement process will be required to furnish
the bid security as specified in the NIB and as per Annexure -10.
a) In lieu of bid security, a bid securing declaration shall be taken from Departments of the State
Government, Undertakings, Corporations, Autonomous bodies, Registered Societies and
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Cooperative Societies which are owned or controlled or managed by the State Government
and Government Undertakings of the Central Government.
b) Bid security instrument or cash receipt of bid security or a bid securing declaration shall
necessarily accompany the technical bid.
c) Bid security of a bidder lying with the procuring entity in respect of other bids awaiting decision
shall not be adjusted towards bid security for the fresh bids. The bid security originally
deposited may, however, be taken into consideration in case bids are re-invited.
d) The bid security may be given in the form of a banker’s cheque or demand draft or bank
guarantee, in specified format, of a scheduled bank. The bid security must remain valid thirty
days beyond the original or extended validity period of the bid.
e) The issuer of the bid security and the confirmer, if any, of the bid security, as well as the form
and terms of the bid security, must be acceptable to the procuring entity.
f) Prior to presenting a submission, a bidder may request the procuring entity to confirm the
acceptability of proposed issuer of a bid security or of a proposed confirmer, if required. The
procuring entity shall respond promptly to such a request.
g) The bank guarantee presented as bid security shall be got confirmed from the concerned
issuing bank. However, the confirmation of the acceptability of a proposed issuer or of any
proposed confirmer does not preclude the procuring entity from rejecting the bid security on
the ground that the issuer or the confirmer, as the case may be, has become insolvent or has
otherwise ceased to be creditworthy.
h) The bid security of unsuccessful bidders shall be refunded soon after final acceptance of
successful bid and signing of Agreement and submitting performance security.
i) The Bid security taken from a bidder shall be forfeited, including the interest, if any,in the
following cases, namely: -
a. when the bidder withdraws or modifies its bid after opening of bids
b. when the bidder does not execute the agreement, if any, after placement of supply/ work
order within the specified period
c. when the bidder fails to commence the supply of the goods or service or execute work as
per supply/ work order within the time specified
d. when the bidder does not deposit the performance security within specified period after
the supply/ work order is placed; and
e. if the bidder breaches any provision of code of integrity, prescribed for bidders, specified
in the bidding document.
j) Notice will be given to the bidder with reasonable time before bid security deposited is
forfeited.
k) No interest shall be payable on the bid security.

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l) In case of the successful bidder, the amount of bid security may be adjusted in arriving at the
amount of the Performance Security or refunded if the successful bidder furnishes the full
amount of performance security.
m) The procuring entity shall promptly return the bid security after the earliest of the following
events, namely: -
a. the expiry of validity of bid security
b. the execution of agreement for procurement and performance security is furnished by the
successful bidder
c. the cancellation of the procurement process; or
d. the withdrawal of bid prior to the deadline for presenting bids, unless the bidding
documents stipulate that no such withdrawal is permitted.
8) Deadline for submission of Bids
a) Bids shall be received online at e-Procurement portal and up to the time and date specified
in the NIB.
b) Normally, the date of submission and opening of Bids would not be extended. In exceptional
circumstances or when the bidding document are required to be substantially modified as a
result of discussions in pre-bid meeting/ conference or otherwise and the time with the
prospective bidders for preparation of Bids appears insufficient, the date may be extended
by the procuring entity. In such case the publicity of extended time and date shall be given in
the manner, as was given at the time of issuing the original NIB and shall also be placed on
the State Public Procurement Portal, if applicable. It would be ensured that after issue of
corrigendum, reasonable time is available to the bidders for preparation and submission of
their Bids. The procuring entity shall also publish such modifications in the bidding document
in the same manner as the publication of initial bidding document. If, in the office of the Bids
receiving and opening authority, the last date of submission or opening of Bids is a non-
working day, the Bids shall be received or opened on the next working day.

9) Withdrawal, Substitution, and Modification of Bids

a) If permitted on e-Procurement portal, a Bidder may withdraw its Bid or re-submit its Bid
(technical and/ or financial cover) as per the instructions/ procedure mentioned at e-
Procurement website under the section "Bidder's Manual Kit".
b) Bids withdrawn shall not be opened and processes further.

10) Opening of Bids

a) The Bids shall be opened by the bid opening & evaluation committee on the date and time
mentioned in the NIB in the presence of the bidders or their authorised representatives who
choose to be present.

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b) The committee may co-opt experienced persons in the committee to conduct the process of
Bid opening.
c) The committee shall prepare a list of the bidders or their representatives attending the
opening of Bids and obtain their signatures on the same. The list shall also contain the
representative’s name and telephone number and corresponding bidders’ names and
addresses. The authority letters, if any, brought by the representatives shall be attached to
the list. The list shall be signed by all the members of Bid opening committee with date and
time of opening of the Bids.
d) All the documents comprising of technical Bid/ cover shall be opened & downloaded from the
e-Procurement website (only for the bidders who have submitted the prescribed fee(s) to
RISL).
e) The committee shall conduct a preliminary scrutiny of the opened technical Bids to assess
the prima-facie responsiveness and ensure that the: -
a. bid is accompanied by bidding document fee, bid security or bid securing declaration, and
processing fee (if applicable)
b. bid is valid for the period, specified in the bidding document
c. bid is unconditional and the bidder has agreed to give the required performance security;
and
d. other conditions, as specified in the bidding document are fulfilled.
e. any other information which the committee may consider appropriate.
f) No Bid shall be rejected at the time of Bid opening except the Bids not accompanied with the
proof of payment or instrument of the required price of bidding document, processing fee and
bid security.
g) The Financial Bid cover shall be kept unopened and shall be opened later on the date and
time intimated to the bidders who qualify in the evaluation of technical Bids.

11) Selection Method:

Bidder would be selected on the basis of Least Cost Based Selection Method (LCBS) i.e. L1
method as specified in “Financial Evaluation Criteria” of clause titled “Evaluation & Tabulation
of Financial Bids”, wherein an eligible bidder with adequate technical competence and the
most competitive (lowest or L1) rates / quote would be selected for the implementation of the
project.

12) Clarification of Bids

a) To assist in the examination, evaluation, comparison and qualification of the Bids, the bid
evaluation committee may, at its discretion, ask any bidder for a clarification regarding its Bid.
The committee's request for clarification and the response of the bidder shall be through the
e-Procurement portal.

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b) Any clarification submitted by a bidder with regard to its Bid that is not in response to a
request by the committee shall not be considered.
c) No change in the prices or substance of the Bid shall be sought, offered, or permitted, except
to confirm the correction of arithmetic errors discovered by the committee in the evaluation
of the financial Bids.
d) No substantive change to qualification information or to a submission, including changes
aimed at making an unqualified bidder, qualified or an unresponsive submission, responsive
shall be sought, offered or permitted.

13) Evaluation & Tabulation of Technical Bids

a) Determination of Responsiveness
a. The bid evaluation committee shall determine the responsiveness of a Bid on the basis
of bidding document and the provisions of pre-qualification/ eligibility criteria of the
bidding document.
b. A responsive Bid is one that meets the requirements of the bidding document without any
material deviation, reservation, or omission where: -

i. “deviation” is a departure from the requirements specified in the bidding document

ii. “reservation” is the setting of limiting conditions or withholding from complete
acceptance of the requirements specified in the bidding document; and
iii. “Omission” is the failure to submit part, or all of the information or documentation
required in the bidding document.
c. A material deviation, reservation, or omission is one that,
i. if accepted, shall: -
1. affect in any substantial way the scope, quality, or performance of the subject
matter of procurement specified in the bidding documents; or
2. limits in any substantial way, inconsistent with the bidding documents, the
procuring entity’s rights or the bidder’s obligations under the proposed contract;
or
ii. If rectified, shall unfairly affect the competitive position of other bidders presenting
responsive Bids.
d. The bid evaluation committee shall examine the technical aspects of the Bid in particular,
to confirm that all requirements of bidding document have been met without any material
deviation, reservation or omission.
e. Technical Committee may visit existing call centres mentioned by bidder in technical bid
and also may take decision regarding qualifying technical bids submitted by bidders after
examining operations of centres.

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f. The procuring entity shall regard a Bid as responsive if it conforms to all requirements set
out in the bidding document, or it contains minor deviations that do not materially alter or
depart from the characteristics, terms, conditions and other requirements set out in the
bidding document, or if it contains errors or oversights that can be corrected without
touching on the substance of the Bid.

b) Non-material Non-conformities in Bids

a. The bid evaluation committee may waive any non-conformities in the Bid that do not
constitute a material deviation, reservation or omission, the Bid shall be deemed to be
substantially responsive.
b. The bid evaluation committee may request the bidder to submit the necessary information
or document like audited statement of accounts/ CA Certificate, Registration Certificate,
VAT/ CST/GST, ISO/ CMMi Certificates, etc. within a reasonable period of time. Failure
of the bidder to comply with the request may result in the rejection of its Bid.
c. The bid evaluation committee may rectify non-material nonconformities or omissions on
the basis of the information or documentation received from the bidder under (b) above.

c) Technical Evaluation Criteria: Bids shall be evaluation based on the documents submitted
as a part of technical bid. Technical bid shall contain all the documents as asked in the clause
“Format and Signing of Bids”

d) Tabulation of Technical Bids

a. If Technical Bids have been invited, they shall be tabulated by the bid evaluation
committee in the form of a comparative statement to evaluate the qualification of the
bidders against the criteria for qualification set out in the bidding document.
b. The members of bid evaluation committee shall give their recommendations below the
table as to which of the bidders have been found to be qualified in evaluation of Technical
Bids and sign it.

e) The number of firms qualified in technical evaluation, if less than two and it is considered
necessary by the procuring entity to continue with the procurement process, reasons shall
be recorded in writing and included in the record of the procurement proceedings.
f) The bidders who qualified in the technical evaluation shall be informed in writing about the
date, time and place of opening of their financial Bids.

14) Evaluation & Tabulation of Financial Bids

Subject to the provisions of “Acceptance of Successful Bid and Award of Contract” below, the
procuring entity shall take following actions for evaluation of financial Bids:-
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a) The financial Bids of the bidders who qualified in technical evaluation shall be opened online
at the notified time, date and place by the bid evaluation committee in the presence of the
bidders or their representatives who choose to be present. Alternatively, the bidders may
also view the financial bid opening status/ process online at e-Procurement website.
b) The process of opening of the financial Bids shall be similar to that of technical Bids.
c) The names of the bidders, the rates given by them and conditions put, if any, shall be read
out and recorded,
d) Conditional Bids are liable to be rejected,
e) The evaluation shall include all costs and all taxes and duties applicable to the bidder as per
law of the Central/ State Government/ Local Authorities, and the evaluation criteria specified
in the bidding documents shall only be applied
f) The offers shall be evaluated and marked L1, L2, L3 etc.L1 being the lowest offer and then
others in ascending order.
g) The bid evaluation committee shall prepare a comparative statement in tabular form in
accordance with rules along with its report on evaluation of financial Bids and recommend
the lowest offer for acceptance to the procuring entity, if price is the only criterion, or most
advantageous Bid in other case.
h) The L1 Bidder shall be evaluated by adding 50% number of seats in the seats as mentioned
in the BoQ.
i) The members of bids evaluation committee shall give their recommendations below the table
regarding lowest Bid or most advantageous Bid and sign it.
j) it shall be ensured that the offer recommended for sanction is justifiable looking to the
prevailing market rates of the goods, works or service required to be procured.

15) Correction of Arithmetic Errors in Financial Bids

The bid evaluation committee shall correct arithmetical errors in substantially responsive Bids,
on the following basis, namely: -
a) if there is a discrepancy between the unit price and the total price that is obtained by
multiplying the unit price and quantity, the unit price shall prevail and the total price shall be
corrected, unless in the opinion of the bid evaluation committee there is an obvious
misplacement of the decimal point in the unit price, in which case the total price as quoted
shall govern and the unit price shall be corrected
b) if there is an error in a total corresponding to the addition or subtraction of subtotals, the
subtotals shall prevail and the total shall be corrected; and
c) if there is a discrepancy between words and figures, the amount in words shall prevail, unless
the amount expressed in words is related to an arithmetic error, in which case the amount in
figures shall prevail subject to clause (a) and (b) above.

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16) Price/ purchase preference in evaluation

Price and/ or purchase preference notified by the State Government (GoR) and as mentioned in
the bidding document shall be considered in the evaluation of Bids and award of contract.

17) Negotiations
a) Except in case of procurement by method of single source procurement or procurement by
competitive negotiations, to the extent possible, no negotiations shall be conducted after the
pre-bid stage. All clarifications needed to be sought shall be sought in the pre-bid stage itself.
b) Negotiations may, however, be undertaken only with the lowest or most advantageous bidder
when the rates are considered to be much higher than the prevailing market rates.
c) The bid evaluation committee shall have full powers to undertake negotiations. Detailed
reasons and results of negotiations shall be recorded in the proceedings.
d) The lowest or most advantageous bidder shall be informed in writing either through
messenger or by registered letter and e-mail (if available). A minimum time of seven days
shall be given for calling negotiations. In case of urgency the bid evaluation committee, after
recording reasons, may reduce the time, provided the lowest or most advantageous bidder
has received the intimation and consented to regarding holding of negotiations.
e) Negotiations shall not make the original offer made by the bidder inoperative. The bid
evaluation committee shall have option to consider the original offer in case the bidder
decides to increase rates originally quoted or imposes any new terms or conditions.
f) In case of non-satisfactory achievement of rates from lowest or most advantageous bidder,
the bid evaluation committee may choose to make a written counter offer to the lowest or
most advantageous bidder and if this is not accepted by him, the committee may decide to
reject and re-invite Bids or to make the same counter-offer first to the second lowest or most
advantageous bidder, then to the third lowest or most advantageous bidder and so on in the
order of their initial standing and work/ supply order be awarded to the bidder who accepts
the counter-offer. This procedure would be used in exceptional cases only.
g) In case the rates even after the negotiations are considered very high, fresh Bids shall be
invited.

18) Exclusion of Bids/ Disqualification

a) A procuring entity shall exclude/ disqualify a Bid, if: -
a. the information submitted, concerning the qualifications of the bidder, was false or
constituted a misrepresentation; or
b. the information submitted, concerning the qualifications of the bidder, was materially
inaccurate or incomplete; and
c. the bidder is not qualified as per pre-qualification/ eligibility criteria mentioned in the
bidding document

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d. the Bid materially departs from the requirements specified in the bidding document or it
contains false information
e. the bidder, submitting the Bid, his agent or anyone acting on his behalf, gave or agreed
to give, to any officer or employee of the procuring entity or other governmental authority
a gratification in any form, or any other thing of value, so as to unduly influence the
procurement process
f. a bidder, in the opinion of the procuring entity, has a conflict of interest materially affecting
fair competition.
b) A Bid shall be excluded/ disqualified as soon as the cause for its exclusion/ disqualification
is discovered.
c) Every decision of a procuring entity to exclude a Bid shall be for reasons to be recorded in
writing and shall be: -
a. communicated to the concerned bidder in writing
b. published on the State Public Procurement Portal, if applicable.
19) Lack of competition
a) A situation may arise where, if after evaluation of Bids, the bid evaluation committee may
end-up with one responsive Bid only. In such situation, the bid evaluation committee would
check as to whether while floating the NIB all necessary requirements to encourage
competition like standard bid conditions, industry friendly specifications, wide publicity,
sufficient time for formulation of Bids, etc were fulfilled. If not, the NIB would be re-floated
after rectifying deficiencies. The bid process shall be considered valid even if there is one
responsive Bid, provided that: -
a. the Bid is technically qualified
b. the price quoted by the bidder is assessed to be reasonable
c. the Bid is unconditional and complete in all respects
d. there are no obvious indicators of cartelization amongst bidders; and
e. the bidder is qualified as per the provisions of pre-qualification/ eligibility criteria in the
bidding document
b) The bid evaluation committee shall prepare a justification note for approval by the next higher
authority of the procuring entity, with the concurrence of the accounts member.
c) In case of dissent by any member of bid evaluation committee, the next higher authority in
delegation of financial powers shall decide as to whether to sanction the single Bid or re-
invite Bids after recording reasons.
d) If a decision to re-invite the Bids is taken, market assessment shall be carried out for
estimation of market depth, eligibility criteria and cost estimate.

20) Acceptance of the successful Bid and award of contract

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a) The procuring entity after considering the recommendations of the bid evaluation committee
and the conditions of Bid, if any, financial implications, trials, sample testing and test reports,
etc., shall accept or reject the successful Bid. If any member of the bid evaluation committee,
has disagreed or given its note of dissent, the matter shall be referred to the next higher
authority, as per delegation of financial powers, for decision.
b) Decision on Bids shall be taken within original validity period of Bids and time period allowed
to procuring entity for taking decision. If the decision is not taken within the original validity
period or time limit allowed for taking decision, the matter shall be referred to the next higher
authority in delegation of financial powers for decision.
c) Before award of the contract, the procuring entity shall ensure that the price of successful Bid
is reasonable and consistent with the required quality.
d) A Bid shall be treated as successful only after the competent authority has approved the
procurement in terms of that Bid.
e) The procuring entity shall award the contract to the bidder whose offer has been determined
to be the lowest or most advantageous in accordance with the evaluation criteria set out in
the bidding document and if the bidder has been determined to be qualified to perform the
contract satisfactorily on the basis of qualification criteria fixed for the bidders in the bidding
document for the subject matter of procurement.
f) Prior to the expiration of the period of bid validity, the procuring entity shall inform the
successful bidder, in writing, that its Bid has been accepted.
g) As soon as a Bid is accepted by the competent authority, its written intimation shall be sent
to the concerned bidder by registered post or email and asked to execute an agreement in
the format given in the bidding documents on a non-judicial stamp of requisite value and
deposit the amount of performance security or a performance security declaration, if
applicable, within a period specified in the bidding documents or where the period is not
specified in the bidding documents then within fifteen days from the date on which the letter
of acceptance or letter of intent is dispatched to the bidder.
h) If the issuance of formal letter of acceptance is likely to take time, in the meanwhile a Letter
of Intent (LOI) may be sent to the bidder. The acceptance of an offer is complete as soon as
the letter of acceptance or letter of intent is posted and/ or sent by email (if available) to the
address of the bidder given in the bidding document. Until a formal contract is executed, the
letter of acceptance or LOI shall constitute a binding contract.
i) The bid security of the bidders who’s Bids could not be accepted shall be refunded soon after
the contract with the successful bidder is signed and its performance security is obtained.

21) Information and publication of award

Information of award of contract shall be communicated to all participating bidders and published
on the respective website(s) as specified in NIB.

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22) Procuring entity’s right to accept or reject any or all Bids

The Procuring entity reserves the right to accept or reject any Bid, and to annul (cancel) the
bidding process and reject all Bids at any time prior to award of contract, without thereby incurring
any liability to the bidders.

23) Right to vary quantity

a) If the procuring entity does not procure any subject matter of procurement or procures less
than the quantity specified in the bidding documents due to change in circumstances, the
bidder shall not be entitled for any claim or compensation.

b) Repeat orders for extra items or additional quantities may be placed on the rates and
conditions given in the contract (if the original order was given after inviting open competitive
Bids). Delivery or completion period may also be proportionately increased. The limits of
repeat order shall be as under: -
1) 50% of the quantity of the individual items and 50% of the value of original contract in
case of works; and
2) 50% of the value of goods or services of the original contract.

24) Performance Security

a) Prior to execution of agreement, Performance security shall be solicited from all successful
bidders except the departments of the State Government and undertakings, corporations,
autonomous bodies, registered societies, co-operative societies which are owned or
controlled or managed by the State Government and undertakings of the Central
Government. However, a performance security declaration shall be taken from them. The
State Government may relax the provision of performance security in particular procurement
or any class of procurement.
b) The amount of performance security shall be 2.5%of the amount of supply order in case of
procurement of goods and services. In case of Small Scale Industries (SSI) of Rajasthan, it
shall be 0.5% of the amount of quantity ordered for supply of goods and in case of sick
industries, other than SSI, whose cases are pending before the Board of Industrial and
Financial Reconstruction (BIFR), it shall be 1% of the amount of supply order.
c) Performance security shall be furnished in any one of the following forms: -
a. Bank Draft or Banker's Cheque of a scheduled bank
b. National Savings Certificates and any other script/ instrument under National Savings
Schemes for promotion of small savings issued by a Post Office in Rajasthan, if the
same can be pledged under the relevant rules. They shall be accepted at their

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surrender value at the time of bid and formally transferred in the name of procuring
entity with the approval of Head Post Master
c. Bank guarantee/s of a scheduled bank. It shall be got verified from the issuing bank.
Other conditions regarding bank guarantee shall be same as mentioned in the bidding
document for bid security
d. Fixed Deposit Receipt (FDR) of a scheduled bank. It shall be in the name of procuring
entity on account of bidder and discharged by the bidder in advance. The procuring
entity shall ensure before accepting the FDR that the bidder furnishes an undertaking
from the bank to make payment/premature payment of the FDR on demand to the
procuring entity without requirement of consent of the bidder concerned. In the event
of forfeiture of the performance security, the Fixed Deposit shall be forfeited along
with interest earned on such Fixed Deposit.
d) Performance security furnished in the form specified in clause [b.] to [d.] of (c)above shall
remain valid for a period of 60 days beyond the date of completion of all contractual
obligations of the bidder, including warranty obligations and maintenance and defect liability
period.
e) Forfeiture of Security Deposit: Security amount in full or part may be forfeited, including
interest, if any, in the following cases: -
a. When any terms and condition of the contract is breached.
b. When the bidder fails to make complete supply as per the scope of tender document.
c. if the bidder breaches any provision of code of integrity, prescribed for bidders,
specified in the bidding document.
f) Notice will be given to the bidder with reasonable time before PSD deposited is forfeited.
g) No interest shall be payable on the PSD.

25) Execution of Agreement

a) A procurement contract shall come into force from the date on which the agreement is signed.
b) The successful bidder shall sign the procurement contract within 15 days from the date on
which the letter of acceptance or letter of intent is despatched to the successful bidder.
c) If the bidder, who’s Bid has been accepted, fails to sign a written procurement contract or
fails to furnish the required performance security within specified period, the procuring entity
shall take action against the successful bidder as per the provisions of the bidding document
and Act. The procuring entity may, in such case, cancel the procurement process or if it
deems fit, offer for acceptance the rates of lowest or most advantageous bidder to the next
lowest or most advantageous bidder, in accordance with the criteria and procedures set out
in the bidding document.
d) The bidder will be required to execute the agreement on a non-judicial stamp of specified
value at its cost and to be purchase from anywhere in Rajasthan only.

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26) Confidentiality
a) Notwithstanding anything contained in this bidding document but subject to the provisions of
any other law for the time being in force providing for disclosure of information, a procuring
entity shall not disclose any information if such disclosure, in its opinion, is likely to: -
a. impede enforcement of any law
b. affect the security or strategic interests of India
c. affect the intellectual property rights or legitimate commercial interests of bidders
d. affect the legitimate commercial interests of the procuring entity in situations that may
include when the procurement relates to a project in which the procuring entity is to make
a competitive bid, or the intellectual property rights of the procuring entity.
b) The procuring entity shall treat all communications with bidders related to the procurement
process in such manner as to avoid their disclosure to competing bidders or to any other
person not authorised to have access to such information.
c) The procuring entity may impose on bidders and sub-contractors, if there are any for fulfilling
the terms of the procurement contract, conditions aimed at protecting information, the
disclosure of which violates (a) above.
d) In addition to the restrictions specified above, the procuring entity, while procuring a subject
matter of such nature which requires the procuring entity to maintain confidentiality, may
impose condition for protecting confidentiality of such information. The successful bidder shall
be required to execute Non-Disclosure Agreement (NDA) with RISL as per Annexure – 13.

27) Cancellation of Procurement Process

a) If any procurement process has been cancelled, it shall not be reopened but it shall not
prevent the procuring entity from initiating a new procurement process for the same subject
matter of procurement, if required.
b) A procuring entity may, for reasons to be recorded in writing, cancel the process of
procurement initiated by it -
a. at any time prior to the acceptance of the successful Bid; or
b. after the successful Bid is accepted in accordance with (d) and (e) below.
c) The procuring entity shall not open any bids or proposals after taking a decision to cancel the
procurement and shall return such unopened bids or proposals.
d) The decision of the procuring entity to cancel the procurement and reasons for such decision
shall be immediately communicated to all bidders that participated in the procurement
process.
e) If the bidder who’s Bid has been accepted as successful fails to sign any written procurement
contract as required or fails to provide any required security for the performance of the
contract, the procuring entity may cancel the procurement process.
f) If a bidder is convicted of any offence under the Act, the procuring entity may: -

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a. cancel the relevant procurement process if the Bid of the convicted bidder has been
declared as successful but no procurement contract has been entered into
b. rescind (cancel) the relevant contract or forfeit the payment of all or a part of the contract
value if the procurement contract has been entered into between the procuring entity and
the convicted bidder.

28) Code of Integrity for Bidders

a) No person participating in a procurement process shall act in contravention of the code of
integrity prescribed by the State Government.
b) The code of integrity includes provisions for: -
a. Prohibiting
i. any offer, solicitation or acceptance of any bribe, reward or gift or any material
benefit, either directly or indirectly, in exchange for an unfair advantage in the
procurement process or to otherwise influence the procurement process
ii. any omission, including a misrepresentation that misleads or attempts to mislead so
as to obtain a financial or other benefit or avoid an obligation
iii. any collusion, bid rigging or anti-competitive behaviour to impair the transparency,
fairness and progress of the procurement process
iv. improper use of information shared between the procuring entity and the bidders with
an intent to gain unfair advantage in the procurement process or for personal gain
v. any financial or business transactions between the bidder and any officer or
employee of the procuring entity
vi. any coercion including impairing or harming or threatening to do the same, directly
or indirectly, to any party or to its property to influence the procurement process
vii. any obstruction of any investigation or audit of a procurement process
b. disclosure of conflict of interest
c. Disclosure by the bidder of any previous transgressions with any entity in India or any
other country during the last three years or of any debarment by any other procuring
entity.
c) Without prejudice to the provisions below, in case of any breach of the code of integrity by a
bidder or prospective bidder, as the case may be, the procuring entity may take appropriate
measures including: -
a. exclusion of the bidder from the procurement process
b. calling-off of pre-contract negotiations and forfeiture or encashment of bid security
c. forfeiture or encashment of any other security or bond relating to the procurement
d. recovery of payments made by the procuring entity along with interest thereon at bank
rate

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e. cancellation of the relevant contract and recovery of compensation for loss incurred by
the procuring entity
f. debarment of the bidder from participation in future procurements of the procuring entity
for a period not exceeding three years.

29) Interference with Procurement Process

A bidder, who: -
a) withdraws from the procurement process after opening of financial bids
b) withdraws from the procurement process after being declared the successful bidder
c) fails to enter into procurement contract after being declared the successful bidder
d) fails to provide performance security or any other document or security required in terms
of the bidding documents after being declared the successful bidder, without valid grounds,

shall, in addition to the recourse available in the bidding document or the contract, be punished
with fine which may extend to fifty lakh rupees or ten per cent of the assessed value of
procurement, whichever is less.
30) Appeals
a) Subject to “Appeal not to lie in certain cases” below, if any bidder or prospective bidder is
aggrieved that any decision, action or omission of the procuring entity is in contravention to
the provisions of the Act or the rules or guidelines issued there under, he may file an appeal
to such officer of the procuring entity, as may be designated by it for the purpose, within a
period of 10 days from the date of such decision or action, omission, as the case may be,
clearly giving the specific ground or grounds on which he feels aggrieved:
a. Provided that after the declaration of a bidder as successful in terms of “Award of
Contract”, the appeal may be filed only by a bidder who has participated in procurement
proceedings:
b. Provided further that in case a procuring entity evaluates the technical Bid before the
opening of the financial Bid, an appeal related to the matter of financial Bid may be filed
only by a bidder whose technical Bid is found to be acceptable.
b) The officer to whom an appeal is filed under (a) above shall deal with the appeal as
expeditiously as possible and shall endeavour to dispose it of within 30 days from the date
of filing of the appeal.
c) If the officer designated under (a) above fails to dispose of the appeal filed under that sub-
section within the period specified in (b) above, or if the bidder or prospective bidder or the
procuring entity is aggrieved by the order passed, the bidder or prospective bidder or the
procuring entity, as the case may be, may file a second appeal to an officer or authority
designated by the State Government in this behalf within 15 days from the expiry of the period
specified in (b) above or of the date of receipt of the order passed under (b) above, as the
case may be.
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d) The officer or authority to which an appeal is filed under (c) above shall deal with the appeal
as expeditiously as possible and shall endeavour to dispose it of within 30 days from the date
of filing of the appeal:
e) The officer or authority to which an appeal may be filed under (a) or (d) above shall be: First
Appellate Authority: Commissioner, IT&C, GoR
Second Appellate Authority: Principal Secretary, IT&C, GoR
f) Form of Appeal:
a. Every appeal under (a) and (c) above shall be as per Annexure-12 along with as many
copies as there are respondents in the appeal.
b. Every appeal shall be accompanied by an order appealed against, if any, affidavit
verifying the facts stated in the appeal and proof of payment of fee.
c. Every appeal may be presented to First Appellate Authority or Second Appellate
Authority, as the case may be, in person or through registered post or authorised
representative.
g) Fee for Appeal: Fee for filing appeal:
a. Fee for first appeal shall be rupees two thousand five hundred and for second appeal
shall be rupees ten thousand, which shall be non-refundable.
b. The fee shall be paid in the form of bank demand draft or banker’s cheque of a
Scheduled Bank payable in the name of Appellate Authority concerned.
h) Procedure for disposal of appeal:
a. The First Appellate Authority or Second Appellate Authority, as the case may be, upon
filing of appeal, shall issue notice accompanied by copy of appeal, affidavit and
documents, if any, to the respondents and fix date of hearing.
b. On the date fixed for hearing, the First Appellate Authority or Second Appellate
Authority, as the case may be, shall: -
i. hear all the parties to appeal present before him; and
ii. peruse or inspect documents, relevant records or copies thereof relating to
the matter.
c. After hearing the parties, perusal or inspection of documents and relevant records or
copies thereof relating to the matter, the Appellate Authority concerned shall pass an
order in writing and provide the copy of order to the parties to appeal free of cost.
d. The order passed under (c) shall also be placed on the State Public Procurement
Portal.
i) No information which would impair the protection of essential security interests of India, or
impede the enforcement of law or fair competition, or prejudice the legitimate commercial
interests of the bidder or the procuring entity, shall be disclosed in a proceeding under an
appeal.
31) Stay of Procurement Proceedings
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While hearing of an appeal, the officer or authority hearing the appeal may, on an application
made in this behalf and after affording a reasonable opportunity of hearing to the parties
concerned, stay the procurement proceedings pending disposal of the appeal, if he, or it, is
satisfied that failure to do so is likely to lead to miscarriage of justice.

32) Vexatious Appeals & Complaints

Whoever intentionally files any vexatious, frivolous or malicious appeal or complaint under the
“The Rajasthan Transparency Public Procurement Act 2012”, with the intention of delaying or
defeating any procurement or causing loss to any procuring entity or any other bidder, shall be
punished with fine which may extend to twenty lakh rupees or five per cent of the value of
procurement, whichever is less.

33) Offenses by Firms/ Companies

a) Where an offence under “The Rajasthan Transparency Public Procurement Act 2012” has
been committed by a company, every person who at the time the offence was committed
was in charge of and was responsible to the company for the conduct of the business of
the company, as well as the company, shall be deemed to be guilty of having committed
the offence and shall be liable to be proceeded against and punished accordingly:
Provided that nothing contained in this sub-section shall render any such person liable for
any punishment if he proves that the offence was committed without his knowledge or that
he had exercised all due diligence to prevent the commission of such offence.
b) Notwithstanding anything contained in (a) above, where an offence under this Act has been
committed by a company and it is proved that the offence has been committed with the
consent or connivance of or is attributable to any neglect on the part of any director,
manager, secretary or other officer of the company, such director, manager, secretary or
other officer shall also be deemed to be guilty of having committed such offence and shall
be liable to be proceeded against and punished accordingly.
c) For the purpose of this section-
a. "company" means a body corporate and includes a limited liability partnership, firm,
registered society or co- operative society, trust or other association of individuals;
and
b. "director" in relation to a limited liability partnership or firm, means a partner in the
firm.
d) Abetment of certain offenses: Whoever abets an offence punishable under this Act,
whether or not that offence is committed in consequence of that abetment, shall be
punished with the punishment provided for the offence.

34) Debarment from Bidding

a) A bidder shall be debarred by the State Government if he has been convicted of an offence
a. under the Prevention of Corruption Act, 1988 (Central Act No. 49 of 1988); or
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b. under the Indian Penal Code, 1860 (Central Act No. 45 of 1860) or any other law
for the time being in force, for causing any loss of life or property or causing a threat
to public health as part of execution of a public procurement contract.
b) A bidder debarred under (a) above shall not be eligible to participate in a procurement
process of any procuring entity for a period not exceeding three years commencing from
the date on which he was debarred.
c) If a procuring entity finds that a bidder has breached the code of integrity prescribed in
terms of “Code of Integrity for bidders” above, it may debar the bidder for a period not
exceeding three years.
d) Where the entire bid security or the entire performance security or any substitute thereof,
as the case may be, of a bidder has been forfeited by a procuring entity in respect of any
procurement process or procurement contract, the bidder may be debarred from
participating in any procurement process undertaken by the procuring entity for a period
not exceeding three years.
e) The State Government or a procuring entity, as the case may be, shall not debar a bidder
under this section unless such bidder has been given a reasonable opportunity of being
heard.

35) Monitoring of Contract

a) An officer or a committee of officers named Contract Monitoring Committee (CMC) may be
nominated by procuring entity to monitor the progress of the contract during its delivery
period.
b) During the delivery period the CMC shall keep a watch on the progress of the contract and
shall ensure that quantity of goods and service delivery is in proportion to the total delivery
period given, if it is a severable contract, in which the delivery of the goods and service is
to be obtained continuously or is batched. If the entire quantity of goods and service is to
be delivered in the form of completed work or entire contract like fabrication work, the
process of completion of work may be watched and inspections of the selected bidder’s
premises where the work is being completed may be inspected.
c) If delay in delivery of goods and service is observed a performance notice would be given
to the selected bidder to speed up the delivery.
d) Any change in the constitution of the firm, etc. shall be notified forth with by the contractor
in writing to the procuring entity and such change shall not relieve any former member of
the firm, etc., from any liability under the contract.
e) No new partner/ partners shall be accepted in the firm by the selected bidder in respect of
the contract unless he/ they agree to abide by all its terms, conditions and deposits with the
procuring entity through a written agreement to this effect. The bidder’s receipt for

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acknowledgement or that of any partners subsequently accepted as above shall bind all of
them and will be sufficient discharge for any of the purpose of the contract.
f) The selected bidder shall not assign or sub-let his contract or any substantial part thereof
to any other agency without the permission of procuring entity.

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6. GENERALTERMS AND CONDITIONS OF TENDER & CONTRACT

Bidders should read these conditions carefully and comply strictly while sending their bids.
Definitions

For the purpose of clarity, the following words and expressions shall have the meanings hereby
assigned to them: -
a) “Contract” means the Agreement entered into between the Purchaser and the successful/
selected bidder, together with the Contract Documents referred to therein, including all
attachments, appendices, and all documents incorporated by reference therein.
b) “Contract Documents” means the documents listed in the Agreement, including any amendments
thereto.
c) “Contract Price” means the price payable to the successful/ selected bidder as specified in the
Agreement, subject to such additions and adjustments thereto or deductions there from, as may
be made pursuant to the Contract.
d) “Day” means a calendar day.
e) “Delivery” means the transfer of the Goods from the successful/ selected bidder to the Purchaser
in accordance with the terms and conditions set forth in the Contract.
f) “Completion” means the fulfilment of the related services by the successful/ selected bidder in
accordance with the terms and conditions set forth in the Contract.
g) “Goods” means all of the commodities, raw material, machinery and equipment, and/or other
materials that the successful/ selected bidder is required to supply to the Purchaser under the
Contract.
h) “Purchaser” means the entity purchasing the Goods and related services, as specified in the
bidding document.
i) “Related Services” means the services incidental to the supply of the goods, such as insurance,
installation, training and initial maintenance and other similar obligations of the successful/
selected bidder under the Contract.
j) “Subcontractor” means any natural person, private or government entity, or a combination of the
above, including its legal successors or permitted assigns, to whom any part of the Goods to be
supplied or execution of any part of the related services is subcontracted by the successful/
selected bidder.
k) “Supplier/ Successful or Selected bidder” means the person, private or government entity, or a
combination of the above, whose Bid to perform the Contract has been accepted by the
Purchaser and is named as such in the Agreement and includes the legal successors or
permitted assigns of the successful/ selected bidder.
l) “The Site,” where applicable, means the designated project place(s) named in the bidding
document.

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Note: The bidder shall be deemed to have carefully examined the conditions, specifications, size,
make and drawings, etc., of the goods to be supplied and related services to be rendered. If the
bidder has any doubts as to the meaning of any portion of these conditions or of the specification,
drawing, etc., he shall, before submitting the Bid and signing the contract refer the same to the
procuring entity and get clarifications.

1) Contract Documents
Subject to the order of precedence set forth in the Agreement, all documents forming the Contract
(and all parts thereof) are intended to be correlative, complementary, and mutually explanatory.

2) Interpretation
a) If the context so requires it, singular means plural and vice versa.
b) Entire Agreement: The Contract constitutes the entire agreement between the Purchaser and
the Supplier/ Selected bidder and supersedes all communications, negotiations and
agreements (whether written or oral) of parties with respect thereto made prior to the date of
Contract.
c) Amendment: No amendment or other variation of the Contract shall be valid unless it is in
writing, is dated, expressly refers to the Contract, and is signed by a duly authorized
representative of each party thereto.
d) Non-waiver: Subject to the condition (f) below, no relaxation, forbearance, delay, or
indulgence by either party in enforcing any of the terms and conditions of the Contract or the
granting of time by either party to the other shall prejudice, affect, or restrict the rights of that
party under the Contract, neither shall any waiver by either party of any breach of Contract
operate as waiver of any subsequent or continuing breach of Contract.
e) Any waiver of a party’s rights, powers, or remedies under the Contract must be in writing,
dated, and signed by an authorized representative of the party granting such waiver, and
must specify the right and the extent to which it is being waived.
f) Severability: If any provision or condition of the Contract is prohibited or rendered invalid or
unenforceable, such prohibition, invalidity or unenforceability shall not affect the validity or
enforceability of any other provisions and conditions of the Contract.
3) Language
a) The Contract as well as all correspondence and documents relating to the Contract
exchanged by the successful/ selected bidder and the Purchaser, shall be written in English
language only. Supporting documents and printed literature that are part of the Contract may
be in another language provided they are accompanied by an accurate translation of the
relevant passages in the language specified in the special conditions of the contract, in which
case, for purposes of interpretation of the Contract, this translation shall govern.
b) The successful/ selected bidder shall bear all costs of translation to the governing language
and all risks of the accuracy of such translation.
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4) Joint Venture, Consortium or Association

Consortium / Joint venture will not be allowed.

5) Eligible Goods and Related Services

Services as mentioned in the scope of work.

6) Notices

a) Any notice given by one party to the other pursuant to the Contract shall be in writing to the
address specified in the contract. The term “in writing” means communicated in written form
with proof of dispatch and receipt.
b) A Notice shall be effective when delivered or on the Notice’s effective date, whichever is later.

7) Governing Law
The Contract shall be governed by and interpreted in accordance with the laws of the Rajasthan
State/ the Country (India), unless otherwise specified in the contract.
8) Supplier’s/ Selected Bidder’s Responsibilities
The Supplier/ Selected Bidder shall supply all the goods and related services included in the
scope of supply in accordance with the provisions of bidding document and/ or contract.

9) Purchaser’s Responsibilities
a) Whenever the supply of goods and related services requires that the Supplier/ Selected
Bidder obtain permits, approvals, and import and other licenses from local public authorities,
the Purchaser shall, if so required by the Supplier/ Selected Bidder, make its best effort to
assist the Supplier/ Selected Bidder in complying with such requirements in a timely and
expeditious manner.
b) The Purchaser shall pay all costs involved in the performance of its responsibilities, in
accordance with the general and special conditions of the contract.
10) Contract Price
a) The Contract Price shall be paid as specified in the contract subject to any additions and
adjustments thereto, or deductions there from, as may be made pursuant to the Contract.
b) Prices charged by the Supplier/ Selected Bidder for the Goods delivered and the Related
Services performed under the Contract shall not vary from the prices quoted by the Supplier/
Selected Bidder in its bid, with the exception of any price adjustments authorized in the
special conditions of the contract.

11) Recoveries from Supplier/ Selected Bidder

a) Recovery of liquidated damages, short supply, breakage, rejected articles shall be made
ordinarily from bills.

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b) The Purchase Officer shall withhold amount to the extent of short supply, broken/damaged
or for rejected articles unless these are replaced satisfactorily. In case of failure to withhold
the amount, it shall be recovered from his dues and performance security deposit available
under this contract with tendering authority.
c) The balance, if any, shall be demanded from the Supplier/ Selected Bidder and when
recovery is not possible, the Purchase Officer shall take recourse to law in force.

12) Taxes & Duties

a) The TDS, Service Tax, GST etc., if applicable, shall be deducted at source/ paid by RISL as
per prevailing rates.
b) For goods supplied from outside India, the successful/ selected bidder shall be entirely
responsible for all taxes, stamp duties, license fees, and other such levies imposed outside
the country.
c) For goods supplied from within India, the successful/ selected bidder shall be entirely
responsible for all taxes, duties, license fees, etc., incurred until delivery of the contracted
Goods to the Purchaser.
d) If any tax exemptions, reductions, allowances or privileges may be available to the
successful/ selected bidder in India, the Purchaser shall use its best efforts to enable the
successful/ selected bidder to benefit from any such tax savings to the maximum allowable
extent.
13) Copyright
The copyright in all drawings, design documents, source code and other materials containing
data and information furnished to the Purchaser by the Supplier/ Selected Bidder herein shall
remain vested in the Govt. of Rajasthan.
14) Confidential Information
a) The Purchaser and the Supplier/ Selected Bidder shall keep confidential and shall not,
without the written consent of the other party hereto, divulge to any third party any drawings,
documents, data, or other information furnished directly or indirectly by the other party hereto
in connection with the Contract, whether such information has been furnished prior to, during
or following completion or termination of the Contract.
b) The Supplier/ Selected Bidder may furnish to its Subcontractor, if permitted, such documents,
data, and other information it receives from the Purchaser to the extent required for the
Subcontractor to perform its work under the Contract, in which event the Supplier/ Selected
Bidder shall obtain from such Subcontractor an undertaking of confidentiality similar to that
imposed on the Supplier/ Selected Bidder.
c) The Purchaser shall not use such documents, data, and other information received from the
Supplier/ Selected Bidder for any purposes unrelated to the Contract. Similarly, the Supplier/
Selected Bidder shall not use such documents, data, and other information received from the
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Purchaser for any purpose other than the design, procurement, or other work and services
required for the performance of the Contract.
d) The obligation of a party under sub-clauses above, however, shall not apply to information
that: -
i. the Purchaser or Supplier/ Selected Bidder need to share with RISL or other institutions
participating in the Contract
ii. now or hereafter enters the public domain through no fault of that party
iii. can be proven to have been possessed by that party at the time of disclosure and which
was not previously obtained, directly or indirectly, from the other party; or
iv. Otherwise lawfully becomes available to that party from a third party that has no obligation
of confidentiality.
e) The above provisions shall not in any way modify any undertaking of confidentiality given by
either of the parties hereto prior to the date of the Contract in respect of the supply or any
part thereof.
f) The provisions of this clause shall survive completion or termination, for whatever reason, of
the Contract.
15) Sub-contracting
Sub-contracting is not allowed under this RFP.
16) Extension in Delivery Period and Liquidated Damages (LD)
a) Except as provided under clause “Force Majeure”, if the supplier/ selected bidder fails to
deliver any or all of the Goods or perform the Related Services within the period specified in
the Contract, the Purchaser may without prejudice to all its other remedies under the
Contract, deduct from the Contract Price, as liquidated damages, a sum equivalent to the
percentage specified in (d) below for each week or part there of delay until actual delivery or
performance, up to a maximum deduction of the percentage specified in the bidding
document and/ or contract. Once the maximum is reached, the Purchaser may terminate the
Contract pursuant to clause “Termination”.
b) Delivery and installation/ completion period may be extended with or without liquidated
damages, if the delay in the supply of goods or service is on account of hindrances beyond
the control of the supplier/ selected bidder.
i. The supplier/ selected bidder shall request in writing to the Purchaser giving reasons for
extending the delivery period of service, if he finds himself unable to complete the supply
of goods or service within the stipulated delivery period or is unable to maintain prorate
progress in the supply of goods or service delivery. This request shall be submitted as
soon as a hindrance in delivery of goods and service occurs or within 15 days from such
occurrence but before expiry of stipulated period of completion of delivery of goods and
service after which such request shall not be entertained.

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ii. The Purchaser shall examine the justification of causes of hindrance in the delivery of
goods and service and the period of delay occurred due to that and recommend the
competent authority on the period of extension which should be granted with or without
liquidated damages.
iii. Normally, extension in delivery period of goods and service in following circumstances
may be considered without liquidated damages:
a. When delay has occurred due to delay in supply of drawings, designs, plans etc. if
the concerned department or RISL was required to supply them to the supplier of
goods or service provider as per terms of the contract.
b. When delay has occurred in supply of materials etc. if these were required to be
supplied to the supplier or service provider by the RISL as per terms of the contract.
iv. If the competent authority agrees to extend the delivery period/ schedule, an amendment
to the contract with suitable denial clauses and with or without liquidated damages, as
the case may be, shall be issued. The amendment letter shall mention that no extra price
or additional cost for any reason, what so ever beyond the contracted cost shall be paid
for the delayed supply of goods and service.
v. It shall be at the discretion of the concerned authority to accept or not to accept the supply
of goods and/ or services rendered by the contractor after the expiry of the stipulated
delivery period, if no formal extension in delivery period has been applied and granted.
The competent authority shall have right to cancel the contract with respect to undelivered
goods and/ or service.
vi. If concerned department or RISL is in need of the good and/ or service rendered after
expiry of the stipulated delivery period, it may accept the services and issue a letter of
extension in delivery period with usual liquidated damages and denial clauses to
regularize the transaction.
c) In case of extension in the delivery and/ or installation/ completion/ commissioning period is
granted with full liquidated damages, the recovery shall be made on the basis of following
percentages of value of goods and/ or service which the supplier/ selected bidder has failed
to supply/ install/ complete: -

No. Condition LD %*
Delay up to one fourth period of the prescribed period of delivery,
a. 2.5 %
successful installation, and completion of work
Delay exceeding one fourth but not exceeding half of the prescribed period
b. 5.0 %
of delivery, successful installation, and completion of work
Delay exceeding half but not exceeding three fourth of the prescribed
c. 7.5 %
period of delivery, successful installation, and completion of work
Delay exceeding three fourth of the prescribed period of delivery,
d. 10.0 %
successful installation, and completion of work

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i. Fraction of a day in reckoning period of delay in supplies, successful installation and

completion of work shall be eliminated, if it is less than half a day.
ii. The maximum amount of liquidated damages shall be 10%of the total value of the items
to be supplied in the particular phase.
iii. *The percentage refers to the payment due for the associated works/ goods/ service.

17) Patent Indemnity

a) The supplier/ selected bidder shall, subject to the Purchaser’s compliance with sub-clause
(b) below, indemnify and hold harmless the Purchaser and its employees and officers from
and against any and all suits, actions or administrative proceedings, claims, demands,
losses, damages, costs, and expenses of any nature, including attorney’s fees and expenses,
which the Purchaser may suffer as a result of any infringement or alleged infringement of any
patent, utility model, registered design, trademark, copyright, or other intellectual property
right registered or otherwise existing at the date of the Contract by reason of: -
i. the installation of the Goods by the supplier/ selected bidder or the use of the Goods in
the country where the Site is located; and
ii. the sale in any country of the products produced by the Goods.
Such indemnity shall not cover any use of the Goods or any part thereof other than for the
purpose indicated by or to be reasonably inferred from the Contract, neither any infringement
resulting from the use of the Goods or any part thereof, or any products produced thereby in
association or combination with any other equipment, plant, or materials not supplied by the
supplier/ selected bidder, pursuant to the Contract.
b) If any proceedings are brought or any claim is made against the Purchaser arising out of the
matters referred to above, the Purchaser shall promptly give the supplier/ selected bidder a
notice thereof, and the supplier/ selected bidder may at its own expense and in the
Purchaser’s name conduct such proceedings or claim and any negotiations for the settlement
of any such proceedings or claim.
c) If the supplier/ selected bidder fails to notify the Purchaser within thirty (30) days after receipt
of such notice that it intends to conduct any such proceedings or claim, then the Purchaser
shall be free to conduct the same on its own behalf.
d) The Purchaser shall, at the supplier’s/ selected bidder’s request, afford all available
assistance to the supplier/ selected bidder in conducting such proceedings or claim, and shall
be reimbursed by the supplier/ selected bidder for all reasonable expenses incurred in so
doing.
e) The Purchaser shall indemnify and hold harmless the supplier/ selected bidder and its
employees, officers, and Subcontractors (if any) from and against any and all suits, actions
or administrative proceedings, claims, demands, losses, damages, costs, and expenses of
any nature, including attorney’s fees and expenses, which the supplier/ selected bidder may

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suffer as a result of any infringement or alleged infringement of any patent, utility model,
registered design, trademark, copyright, or other intellectual property right registered or
otherwise existing at the date of the Contract arising out of or in connection with any design,
data, drawing, specification, or other documents or materials provided or designed by or on
behalf of the Purchaser.

18) Limitation of Liability

Except in cases of gross negligence or wilful misconduct: -
a) neither party shall be liable to the other party for any indirect or consequential loss or damage,
loss of use, loss of production, or loss of profits or interest costs, provided that this exclusion
shall not apply to any obligation of the supplier/ selected bidder to pay liquidated damages to
the Purchaser; and
b) the aggregate liability of the supplier/ selected bidder to the Purchaser, whether under the
Contract, in tort, or otherwise, shall not exceed the amount specified in the Contract, provided
that this limitation shall not apply to the cost of repairing or replacing defective equipment, or
to any obligation of the supplier/ selected bidder to indemnify the Purchaser with respect to
patent infringement.
19) Force Majeure
a) The supplier/ selected bidder shall not be liable for forfeiture of its PSD, LD, or termination
for default if and to the extent that it’s delay in performance or other failure to perform its
obligations under the Contract is the result of an event of Force Majeure.
b) For purposes of this Clause, “Force Majeure” means an event or situation beyond the control
of the supplier/ selected bidder that is not foreseeable, is unavoidable, and its origin is not
due to negligence or lack of care on the part of the supplier/ selected bidder. Such events
may include, but not be limited to, acts of the Purchaser in its sovereign capacity, wars or
revolutions, fires, floods, epidemics, quarantine restrictions, and freight embargoes.
c) If a Force Majeure situation arises, the supplier/ selected bidder shall promptly notify the RISL
in writing of such conditions and cause thereof within 15 days of occurrence of such event.
Unless otherwise directed by RISL, the supplier/ selected bidder shall continue to perform its
obligations under the contract as far as reasonably practical.
d) If the performance in whole or part or any obligation under the contract is prevented or
delayed by any reason of Force Majeure for a period exceeding 60 days, either party at its
option may terminate the contract without any financial repercussion on either side.
e) In case a Force Majeure situation occurs with the concerned department or RISL, the
department or RISL may take the case with the supplier/ selected bidder on similar lines.
20) Change Orders and Contract Amendments

a) If any such change causes an increase or decrease in the cost of, or the time required for,
the supplier’s/ selected bidder’s performance of any provisions under the Contract, an
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equitable adjustment shall be made in the Contract Price or in the Delivery and Completion
Schedule, or both, and the Contract shall accordingly amended. Any claims by the supplier/
selected bidder for adjustment under this clause must be asserted within thirty (30) days from
the date of the supplier’s/ selected bidder’s receipt of the Purchaser’s change order.
b) Prices to be charged by the supplier/ selected bidder for any related services that might be
needed but which were not included in the Contract shall be agreed upon in advance by the
parties and shall not exceed the prevailing rates charged to other parties by the supplier/
selected bidder for similar services.

21) Termination
a) Termination for Default
i. The tender sanctioning authority of RISL may, without prejudice to any other remedy for
breach of contract, by a written notice of default of at least 30 days sent to the supplier/
selected bidder, terminate the contract in whole or in part: -
a. If the supplier/ selected bidder fails to deliver any or all quantities of the service within
the time period specified in the contract, or any extension thereof granted by RISL; or
b. If the supplier/ selected bidder fails to perform any other obligation under the contract
within the specified period of delivery of service or any extension granted thereof; or
c. If the supplier/ selected bidder, in the judgement of the Purchaser is found to be
engaged in corrupt, fraudulent, collusive, or coercive practices in competing for or in
executing the contract.
d. If the supplier/ selected bidder commits breach of any condition of the contract.
ii. If RISL terminates the contract in whole or in part, amount of PSD may be forfeited.
iii. Before cancelling a contract and taking further action, advice of senior most finance
person available in the office and of legal adviser or legal assistant posted in the office, if
there is one, may be obtained.
iv. A 30 days cure period may be provided to the bidder.
v. As on effective date of termination, Tendering Authority may pay:
a. the unpaid value of all the assets supplied by the Bidder and accepted by the
purchaser in accordance with the RFP specifications in order to take over the
possession of the assets / application.
b. all the services delivered by the Bidder and accepted by the purchaser, the
consideration payable shall be based on service rate as per agreement.
b) Termination for Insolvency
RISL may at any time terminate the Contract by giving a written notice of at least 30 days to
the supplier/ selected bidder, if the supplier/ selected bidder becomes bankrupt or otherwise
insolvent. In such event, termination will be without compensation to the supplier/ selected

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bidder, provided that such termination will not prejudice or affect any right of action or remedy
that has accrued or will accrue thereafter to RISL.
c) Termination for Convenience
i. RISL, by a written notice of at least 30 days sent to the supplier/ selected bidder, may
terminate the Contract, in whole or in part, at any time for its convenience. The Notice of
termination shall specify that termination is for the Purchaser’s convenience, the extent
to which performance of the supplier/ selected bidder under the Contract is terminated,
and the date upon which such termination becomes effective.
ii. Depending on merits of the case the supplier/ selected bidder may be appropriately
compensated on mutually agreed terms for the loss incurred by the contract if any due to
such termination.
iii. A 30 days cure period may be provided to the bidder.

22) Exit Management

a) Preamble
i. The word ‘parties’ include the procuring entity and the selected bidder.
ii. This Schedule sets out the provisions, which will apply on expiry or termination of the
Project Implementation and Operations and Management of SLA.
iii. In the case of termination of the Project Implementation and/ or Operation and
Management SLA due to illegality, the Parties shall agree at that time whether, and if
so during what period, the provisions of this Schedule shall apply.
iv. The Parties shall ensure that their respective associated entities carry out their
respective obligations set out in this Exit Management Schedule.
v. The Exit Management will start six months before the date of expiry of the contract.
b) Transfer of Assets
i. The selected bidder may continue work on the assets for the duration of the exit
management period which may be additional six months period (without any additional
cost to RISL for the period after contact expiry) from the date of expiry or termination of
the agreement, if required by RISL to do so. During this period, the selected bidder will
transfer all the assets in good working condition and as per the specifications of the
bidding document including the ones being upgraded to the department/ designated
agency. The security deposit/ performance security submitted by selected bidder will
only be returned after the successful transfer of the entire project including its
infrastructure.
ii. The selected bidder, if not already done, will transfer all the Software Licenses under
the name of the RISL as desired by the procuring entity during the exit management
period.

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iii. RISL during the project implementation phase and the operation and management
phase shall be entitled to serve notice in writing to the selected bidder at any time during
the exit management period requiring the selected bidder to provide DoIT&C or its
nominated agencies with a complete and up-to-date list of the assets within 30 days of
such notice.
iv. Upon service of a notice, as mentioned above, the following provisions shall apply: -
a. In the event, if the assets which to be transferred to RISL mortgaged to any financial
institutions by the selected bidder, the selected bidder shall ensure that all such
liens and liabilities have been cleared beyond any doubt, prior to such transfer. All
documents regarding the discharge of such lien and liabilities shall be furnished to
RISL or its nominated agencies.
b. All title of the assets is to be transferred to RISL or its nominated agencies on the
day of the successful delivery/ installation/ commissioning, whichever is earlier of
the supplied items. All expenses occurred during transfer of title ship of assets shall
be borne by the selected bidder/authorised partner.
c. That on the expiry of this clause, the selected bidder and any individual assigned
for the performance of the services under this clause shall handover or cause to be
handed over all confidential information and all other related material in its
possession, including the entire established infrastructure supplied by selected
bidder to RISL.
d. That the products and technology delivered to RISL during the contract term or on
expiry of the contract duration should not be sold or re-used or copied or transferred
by selected bidder to other locations apart from the locations mentioned in this
bidding document without prior written notice and approval of RISL. Supplied
hardware, software & documents etc., used by selected bidder for RISL shall be the
legal properties of RISL.
c) Cooperation and Provision of Information during the exit management period
i. The selected bidder will allow RISL or its nominated agencies access to the information
reasonably required to define the current mode of operation associated with the
provision of the services to enable RISL or its nominated agencies to assess the
existing services being delivered.
ii. The selected bidder shall provide access to copies of all information held or controlled
by them which they have prepared or maintained in accordance with the Project
Implementation, the Operation and Management SLA and SOWs relating to any
material aspect of the services provided by the selected bidder. RISL or its nominated
agencies shall be entitled to copy all such information comprising of details pertaining
to the services rendered and other performance data. The selected bidder shall permit
RISL or its nominated agencies and/ or any replacement operator to have reasonable
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access to its employees and facilities as reasonably required by RISL or its nominated
agencies to understand the methods of delivery of the services employed by the
selected bidder and to assist appropriate knowledge transfer.
d) Confidential Information, Security and Data
The selected bidder will promptly on the commencement of the exit management period
supply to RISL or its nominated agencies the following:
i. Documentation relating to Intellectual Property Rights
ii. Project related data and confidential information (like passwords etc.)
iii. All current and updated data as is reasonably required for purposes of RISL or its
nominated agencies transitioning the services to its replacement selected bidder in a
readily available format nominated by RISL or its nominated agencies; and
iv. All other information (including but not limited to documents, records and agreements)
relating to the services reasonably necessary to enable RISL or its nominated agencies,
or its replacement operator to carry out due diligence in order to transition the provision
of the services to RISL or its nominated agencies, or its replacement operator (as the
case may be).
v. Before the expiry of the exit management period, the selected bidder shall deliver to
RISL or its nominated agencies/designated team all new or up-dated materials from
the categories set out above and shall not retain any copies thereof, except that the
selected bidder shall be permitted to retain one copy of such materials for archival
purposes only.
e) Transfer of certain agreements
i. On request by Procuring entity or its nominated agencies, the selected bidder shall
effect such assignments, transfers, innovations, licenses and sub-licenses as Procuring
entity or its nominated agencies may require in favour of procuring entity or its
nominated agencies, or its replacement operator in relation to any equipment lease,
maintenance or service provision agreement between selected bidder and third party
leaders, operators, or operator, and which are related to the services and reasonably
necessary for carrying out of the replacement services by RISL or its nominated
agencies, or its replacement operator.
ii. Right of Access to Premises: At any time during the exit management period and for
such period of time following termination or expiry of the SLA, where assets are located
at the selected bidder’s premises, the selected bidder will be obliged to give reasonable
rights of access to (or, in the case of assets located on a third party's premises, procure
reasonable rights of access to RISL or its nominated agencies, and/ or any replacement
operator in order to inventory the assets.
f) General Obligations of the selected bidder

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i. The selected bidder shall provide all such information as may reasonably be necessary
to effect as seamless during handover as practicable in the circumstances to RISL or
its nominated agencies or its replacement operator and which the operator has in its
possession or control at any time during the exit management period.
ii. The selected bidder shall commit adequate resources to comply with its obligations
under this Exit Management Clause.
g) Exit Management Plan
i. The selected bidder shall provide RISL or its nominated agencies with a recommended
exit management plan ("Exit Management Plan") which shall deal with at least the
following aspects of exit management in relation to the SLA as a whole and in relation
to the Project Implementation, the Operation and Management SLA and SOWs.
ii. A detailed program of the transfer process that could be used in conjunction with a
replacement operator including details of the means to be used to ensure continuing
provision of the services throughout the transfer process or until the cessation of the
services and of the management structure to be used during the transfer; and
iii. Plans for the communication with such of the selected bidder's, staff, suppliers,
customers and any related third party as are necessary to avoid any material
detrimental impact on RISL operations as a result of undertaking the transfer; and
iv. If applicable, proposed arrangements and Plans for provision of contingent support in
terms of business continuance and hand holding during the transition period, to RISL
or its nominated agencies, and Replacement Operator for a reasonable period, so that
the services provided continue and do not come to a halt.
v. The bidder shall update the deliverables as per the Exit Management Plan on half
Yearly basis after signing of contract to ensure that it is kept relevant.
vi. Each Exit Management Plan shall be presented on half Yearly basis by the selected
bidder to and approved by RISL or its nominated agencies.
vii. In the event of termination or expiry of SLA, Project Implementation, Operation and
Management SLA or SOWs each party shall comply with the Exit Management Plan.
viii. During the exit management period, the selected bidder shall use its best efforts to
deliver the services.
ix. Payments during the Exit Management period shall be made in accordance with the
Terms of Payment Clause.
x. It would be the responsibility of the selected bidder to support new operator during the
transition period.
23) Settlement of Disputes

a) If any dispute arises out of the contract with regard to the interpretation, meaning and breach
of the terms of the contract, the matter shall be referred by the Parties in accordance to the

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Arbitration and Conciliation Act 1996, the rules there under and any statutory modification or
re-enactment’s thereof, shall apply to the arbitration proceedings.
b) All legal proceedings, if necessary, arise to institute may by any of the parties (Government
of Contractor) shall have to be lodged in courts situated in Rajasthan and not elsewhere.

24) Verification of Eligibility Documents by RISL:

RISL reserves the right to verify all the statements, information and documents submitted by
the bidder in response to tender document. The bidder shall, when so required by the RISL,
make available all such information, evidence and documents as may be necessary for such
verification. Any such verification or lack of verification by RISL shall not relieve the bidder of
its obligations and liabilities hereunder nor will it affect any rights of RISL there under. If any
statement, information and document submitted by the bidder are found to be false,
manipulated or forged during verification process, strict action shall be taken as per RTPP
Act 2012.

7. SPECIAL TERMS AND CONDITIONS OF TENDER & CONTRACT

1) Payment Terms
Please refer Section 4.1.4 “Project Deliverables, Milestones, Time Schedule& Payment”.

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2) Payment Schedule
a) Refer section 4.1.4 in conjunction with this section.
b) The supplier’s/ selected bidder’s request for payment shall be made to the purchaser in
writing, accompanied by invoices describing, as appropriate, the goods delivered and related
services performed, and by the required documents submitted pursuant to general conditions
of the contract and upon fulfilment of all the obligations stipulated in the Contract.
c) Due payments shall be made promptly by the purchaser, generally within sixty (60) days after
submission of an invoice or request for payment by the supplier/ selected bidder, and the
purchaser has accepted it.
d) The currency or currencies in which payments shall be made to the supplier/ selected bidder
under this Contract shall be Indian Rupees (INR) only.
e) In case of disputed items, the disputed amount shall be withheld and will be paid only after
settlement of the dispute.
f) Any penalties/ liquidated damages, as applicable, for delay and non-performance, as
mentioned in this bidding document, will be deducted from the payments for the respective
milestones.
g) Taxes, as applicable, will be deducted/ paid as per the prevalent rules and regulations.
3) Service Levels
a) Service Level Requirements
Service Level Agreements (hereinafter referred to as SLA) shall play an important role in
defining the Quality of Services (QoS) for Call Centrethat shall govern the level of service
provided by the SI. The SLA defined below provide for minimum level of services required as
per contractual obligations based on performance indicators and measurements thereof.
The SLAs shall be tracked on a periodic basis and are envisaged to have penalty clauses on
non-adherence to any of them. The SI shall submit reports on all the SLA and KPI parameters
to the RISL in accordance with the specified formats and reporting periods and provide
clarification, if required.
The present SLAs have been worked out on the basis of current expectation. SLA etween
the RISL and SI can be revised after the start of operations at Call Centrein view of the
experience gained.

b) Service Level Agreement Applicability

A joint agreement and sign-off on the precise definition and reporting mechanism for each
SLA shall be done within 30 days from date of signing of contract.
It must be noted that these SLA parameters are applicable only to Informational and
grievance service requests (applicable for both voice and email) which shall be made
available in the first three year of operations. SLA parameters applicable on Transactional
services shall be defined between SI and the RISL as and when the RISL decides to make
transactional services available at Call Centre. However, for the first three months from the
date of go-live no penalty shall be imposed on the SI for any SLA defaults mentioned in order
to facilitate stabilization of operations. The experience gained during this period will be used
to fine tune the SLAs, including parameters, targets and penalties, if required.

c) Service level Agreement (SLA) Parameters

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The following are the indicative service level agreement (SLA) parameters (including targets,
penalties etc.)’] while providing contact center services for Call Centreand the detailed SLA
are provided in Annexure 16:
List of SLAs
a) System Uptime (Voice response available to customer)
b) Average Speed to Answer (ASA)
c) Average Call abandonment rate (unanswered calls by operators)
d) Call Quality Score
e) Customer satisfaction (voice to voice and IVRS)
f) Average handle time(AHT)
g) Email Turnaround Time
h) IVRS updation time
i) Content Updation
j) Agent Placement

SLA calculations shall not take into account downtimes which are attributable to reasons
beyond the control of the SI like RSDC downtime.

d) SLA Change Control

I. General
It is acknowledged that SLAs may change as Call Centresystem evolves over the course
of the contract period. This document also defines the following management procedures:
i. A process for negotiating changes to the SLA
ii. An issue management process for documenting and resolving difficult issues.
iii. RISL and SI management escalation process to be used in the event that an issueis
not being resolved in a timely manner by the lowestpossible level of
management.
iv. Any changes to the levels of service provided during the term of this Agreement will
be requested, documented and negotiated in good faith by both parties. Either
party can request a change. Changes will be documented as an addendum to
this SLA and subsequently, the Contract.
v. If there is any confusion or conflict between this document and the Contract, the
Tender and its addenda, the Contract will supersede.
II. SLA Change Process
The parties may amend this SLA by mutual agreement in aSIrdance with terms of this
contract. Changes can be processed by either party. The SI can initiate an SLA review with
RISL. Normally, the forum for negotiating SLA changes will be RISL’s monthly meetings.
Unresolved issues will be addressed using the issue management process.
4) Change Requests/ Management
a) An institutional mechanism will be set up for taking decisions regarding requests for changes.
The Purchase Committee in discussion with selected bidder shall take decisions on change
requests. If it is unable to reach an agreement, the decision of the Purchase Committee will
be final.
b) RISL may at any time, by a written order given to the bidder, make changes within the general
scope of the Agreement.
c) The change request/ management procedure will follow the following steps: -

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 Identification and documentation of the need for the change - The information related to
initiator, initiation date and details of change required, and priority of the change will be
documented by RISL.
 Analysis and evaluation of the Change Request - Impact of the change in terms of the
estimated effort, changed schedule, cost and the items impacted will be analysed and
documented by the bidder.
 Approval or disapproval of the change request – RISL will approve or disapprove the
change requested including the additional payments for software development, quoted
man-month rate shall be used for cost estimation, efforts of all technical resources shall
be taken into account for total man-month estimation to carry out the s/w development
resulting from the change request. For all technical resources irrespective of their
experience and specialisation, the quoted man-month rate shall be used. Efforts of
support staff shall not be taken into consideration for this purpose.
 Approval or disapproval of the change request – RISL will approve or disapprove the
change requested including the additional payments for software development
(customization of the applications as per requirement). For each change request an effort
estimation needs to be done. The Terms & Conditions and cost to be paid for the
resources shall be as per UIDAI empanelment of Software Solution Providers (Tier-III).
RISL may ask the SI to deploy software development resources in Jaipur to address
specific requirements.
 Implementation of the change – The change will be implemented in accordance with the
agreed cost, effort, and schedule mutually decided by the RISL and the selected bidder.
 Verification of the change - The change will be verified by RISL on implementation of the
change request.
 All changes outside the scope of supplies agreed to herein which may have likely financial
implications in terms of the overall cost/ time of the project shall be undertaken by bidder
only after securing the express consent of RISL. In the event that the consent of RISL is
not received then the change will not be carried out.
d) While approving any change request, if required, RISL may ask the bidder to deploy the
required resources on-site.
5) Other Important Terms & Conditions
a) The Resources would be stationed in Jaipur for the said period. The resource has to follow
the working hours, working days and Holidays of Government of Rajasthan. However,
resource shall be available on a holiday, if so, is required by the purchaser. No extra
payments will be made for working on extended hours / Saturdays / Sundays / Holidays to
meet the committed/required time schedules.
6) Penalty for delay in increase seats
a) Any requirement of permanent increase up to 10% additional seats or temporary increase(or
increase during peak hours) beyond 10% but upto 20% of the current number of seats shall
have to catered within 2 weeks from the date of notification of requirement, if any delay then
the penalty will be the 2% of the cost of those increased seats.
b) Any requirement of permanent increase in seats beyond 10% additional seats or temporary
increase(or increase during peak hours) of beyond 20% of the current number of seats shall
have to catered within 4 weeks from the date of notification of requirement, if any delay then
the penalty will be the 2% of the cost of those increased seats.

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7) Exit Management
a) Preamble
i. The word ‘parties’ include the tendering authority and thebidder.
ii. This Schedule sets out the provisions, which will apply on expiry or termination of the
Project Implementation and Operations and Management of SLA.
iii. In the case of termination of the Project Implementation and/ or Operation and
Management SLA due to illegality, the Parties shall agree at that time whether, and if so
during what period, the provisions of this Schedule shall apply.
iv. The Parties shall ensure that their respective associated entities carry out their
respective obligations set out in this Exit Management Schedule.
b) Transfer of Assets
i. The bidder will transfer all the hardware and software installed at the State Data Centre
(including licenses) under the name of the RISL after the completion of the project tenure.
ii. The bidder may continue work on the assets for the duration of the contract and exit
management period which may be a six month period from the date of expiry or
termination of the agreement, if required by RISL to do so. During this period the bidder
will transfer all the assets in good working condition and as per the specifications of the
bid document including the ones being upgraded to the department/ designated agency.
The security deposit/ performance security submitted by bidder will only be returned after
the successful transfer of the entire project including its infrastructure.
iii. RISL during the operation and management phase shall be entitled to serve notice in
writing to the bidder to provide RISL or its nominated agencies with a complete and up-
to-date list of the assets within 30 days of such notice
iv. Upon service of a notice, as mentioned above, the following provisions shall apply:
 In the event, if the assets to be transferred to RISL mortgaged to any financial
institutions by thebidder, thebidder shall ensure that all such liens and liabilities
have been cleared beyond any doubt, prior to such transfer. All documents
regarding the discharge of such lien and liabilities shall be furnished to RISL or its
nominated agencies.
 All expenses occurred during transfer of assets shall be borne by thebidder.
 That on the expiry of this clause, thebidder and any individual assigned for the
performance of the services under this clause shall handover or cause to be
handed over all confidential information and all other related material in its
possession, including the entire established infrastructure supplied bybidder
toRISL.
 That the products and technology delivered to RISL during the contract term or on
expiry of the contract duration should not be sold or re-used or copied or
transferred bybidder to other locations apart from the locations mentioned in the
this bid document without prior written notice and approval of RISL. Supplied
hardware, software & documents etc., used bybidder forRISL shall be the legal
properties of RISL.
c) Cooperation and Provision of Information
i. During the exit management period
 Thebidder will allow RISL or its nominated agencies access to the information
reasonably required to define the current mode of operation associated with the
provision of the services to enable RISL or its nominated agencies to assess the
existing services being delivered.

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 Thebidder shall provide access to copies of all information held or controlled by

them which they have prepared or maintained in accordance with the Project
Implementation, the Operation and Management SLA and SOWs relating to any
material aspect of the services provided by thebidder. RISL or its nominated
agencies shall be entitled to copy all such information comprising of details
pertaining to the services rendered and other performance data. Thebidder shall
permit RISL or its nominated agencies and/ or any Replacement Operator to have
reasonable access to its employees and facilities as reasonably required by
RISL or its nominated agencies to understand the methods of delivery of the
services employed by thebidder and to assist appropriate knowledge transfer.
d) Confidential Information, Security and Data
i. The bidder will promptly on the commencement of the exit management period supply
to RISL or its nominated agencies the following:
 Documentation relating to Intellectual Property Rights;
 Project related data and confidential information;
 All current and updateddata as is reasonably required for purposes of RISL or its
nominated agencies transitioning the services to its replacementbidder in a readily
available format nominated by RISL or its nominated agencies; and
 All other information (including but not limited to documents, records and
agreements) relating to the services reasonably necessary to enable RISL or its
nominated agencies, or its replacement operator to carry out due diligence in order
to transition the provision of the services to RISL or its nominated agencies, or
its replacement operator (as the case may be).
 Before the expiry of the exit management period, the bidder shall deliver to RISL or
its nominated agencies all new or up-dated materials from the categories set out
above and shall not retain any copies thereof, except that thebidder shall be
permitted to retain one copy of such materials for archival purposes only.
 Transfer of certain agreements
ii. On request by Tendering Authority or its nominated agencies, the bidder shall effect such
assignments, transfers, innovations, licenses and sub-licenses as Tendering authority or
its nominated agencies may require in favour of tendering authority or its nominated
agencies, or its Replacement Operator in relation to any equipment lease, maintenance
or service provision agreement between bidder and third party leaders, operators, or
Operator, and which are related to the services and reasonably necessary for carrying
out of the replacement services by RISL or its nominated agencies, or its replacement
Operator.
iii. Right of Access to Premises: At any time during the exit management period and for
such period of time following termination or expiry of the SLA, where assets are located
at the bidder’s premises, the bidder will be obliged to give reasonable rights of access to
(or, in the case of assets located on a third party's premises, procure reasonable rights
of access to RISL or its nominated agencies, and/ or any replacement operator in order
to inventory the assets.
e) General Obligations of the bidder
i. The bidder shall provide all such information as may reasonably be necessary to effect
as seamless during handover as practicable in the circumstances to RISL or its
nominated agencies or its replacement operator and which the operator has in its
possession or control at any time during the exit management period.

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ii. The bidder shall commit adequate resources to comply with its obligations under this Exit
Management Clause.
f) Exit Management Plan
i. The bidder shall provide RISL or its nominated agencies with a recommended exit
management plan ("Exit Management Plan") which shall deal with at least the following
aspects of exit management in relation to the SLA as a whole and in relation to the
Project Implementation, the Operation and Management SLA and SOWs. The Exit
Management Plan must include, but not be limited to:
• Address all legal regulations and requirements
• Listing/obtaining of office space, furniture, equipment, telephone and data lines
• Installation of any furniture, equipment, telephone and data lines
• System Security and Security aspects related to a safe environment for staff and
customers
• Transfer and organization of documentation
• Transfer of electronic data
• Coordination of enabling or disabling of logon IDs
• Establishing or terminating contracts for other services
• Implementation of standard operating procedures, generally accepted acounting
procedures, generally accepted audit standards, and security over the computer
system
• Training of staff
• Risk analyses and their proposed solution(s), and their assessment for the
transition
• Transfer of services including cutover dates
• The End-To-End Performance Testing Period
• Staffing
• Hardware and/or Software Tools
• Hardware and Software platforms utilized
ii. A detailed program of the transfer process that could be used in conjunction with a
replacement operator including details of the means to be used to ensure continuing
provision of the services throughout the transfer process or until the cessation of the
services and of the management structure to be used during the transfer; and
iii. Plans for the communication with such of the bidder's, staff, suppliers, customers and
any related third party as are necessary to avoid any material detrimental impact on RISL
operations as a result of undertaking the transfer; and
iv. If applicable, proposed arrangements and Plans for provision of contingent support in
terms of business continuance and hand holding during the transition period, to RISL or
its nominated agencies, and Replacement Operator for a reasonable period, so that the
services provided continue and do not come to a halt.
v. The Bidder shall re-draft the Exit Management Plan annually after signing of contract to
ensure that it is kept relevant and up to date.
vi. Each Exit Management Plan shall be presented by the bidder to and approved by RISL
or its nominated agencies.
vii. In the event of termination or expiry of SLA, Project Implementation, Operation and
Management SLA or SOWs each party shall comply with the Exit Management Plan.
viii. During the exit management period, the bidder shall use its best efforts to deliver the
services.

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ix. Payments during the Exit Management period shall be made in accordance with the
Terms of Payment Clause.
x. It shall be the responsibility of the bidder to support new operator during the transition
period.

ANNEXURE-1: Existing Infrastructure

1. Servers:
LAN
Sr. No CZ Modules Server Model Memory HDD OS
Port
1 CMS Virtual Server 32GB 250GB 4 centos6.6

2 CMS_BACKUP Virtual Server 32GB 250GB 4 centos6.6

Dell Power Edge
3 ACD1 512GB 400*4 4 centos6.6
R630
Dell Power Edge
4 ACD2 512GB 400*4 4 centos6.6
R630
Dell Power Edge
5 ACD Backup 512GB 400*4 4 centos6.6
R630
6 UAT-CMS Virtual Server 16GB 200 4 centos6.6

7 UAT-Telephony Virtual Server 16GB 100 4 centos6.6

Speech Server
8 Virtual Server 64GB 2TB centos 6 or 7
(Recognizer+ Vocalizer)
9 OBD server Virtual Server 64GB 2TB centos 6 or 7

10 IBD server Virtual Server 64GB 2TB centos 6 or 7

2. PRI lines:

Sr. No Descriptions Quantity Operator

1 PRI line 16 BSNL
2 PRI card 4 port 2 BSNL

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ANNEXURE-2: PRE-BID QUERIES FORMAT

Name of the Company/Firm:

Tender Fee Receipt No. __________________Dated____________for Rs. ________________/-

Name of Person(s) Representing the Company/ Firm:

Name of Person Designation Email-ID(s) Tel. Nos. & Fax Nos.

Company/Firm Contacts:
Contact Person(s) Address for Email-ID(s) Tel. Nos. & Fax Nos.
Correspondence

Query / Clarification Sought:

S. No. RFP Page RFP Rule Details Query/ Suggestion/
No. Rule No. Clarification

Note: - Queries must be strictly submitted only in the prescribed format (.XLS/ .XLSX/ .ODF).
Queries not submitted in the prescribed format will not be considered/ responded at all by the
tendering authority. Also, kindly attach the coloured scanned copy of the receipt towards the
submission of the bidding/ tender document fee. Otherwise, queries will not be entertained

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ANNEXURE-3: TENDER FORM

1) Addressed to:
Name of the Tendering Authority RISL
Address
Telephone
Tele Fax
Email

2) Firm Details:
Name of Firm
Name of Contact Person with
Designation
Registered Office Address

Address of the Firm

Year of Establishment
Type of Firm Public Private Partnership Proprietary
Put Tick(  ) mark Limited Limited
Telephone Number(s)
Email Address/ Web Site Email: Web-Site:
Fax No.
Mobile Number Mobile:
Certification/Accreditation/Affiliation,
if Any

3) The requisite tender fee amounting to Rs. ________/- (Rupees <in words>) has been deposited
vide receipt no. _______ dated ___________.
4) The requisite EMD amounting to Rs. ________/- (Rupees <in words>) has been deposited vide
Banker’s Cheque/ DD No. ___________ dated ___________.
5) We agree to abide by all the terms and conditions mentioned in this form issued by the
Empanelment Authority and also the further conditions of the said notice given in the attached
sheets (all the pages of which have been signed by us in token of acceptance of the terms
mentioned therein along with stamp of the firm).

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Date:
Name & Seal of the firm: ________________________
Authorized Signatory: ___________________________

ANNEXURE-4: BIDDER’S AUTHORIZATION CERTIFICATE {to be filled by the bidder}

To,
{Procuring entity},
______________________________,
______________________________,

I/ We {Name/ Designation} hereby declare/ certify that {Name/ Designation} is hereby authorized to
sign relevant documents on behalf of the company/ firm in dealing with NIB reference No.
______________________ dated _________. He/ She is also authorized to attend meetings &
submit technical & commercial information/ clarifications as may be required by you in the course
of processing the Bid. For the purpose of validation, his/ her verified signatures are as under.

Thanking you,

Name of the Bidder: - Verified Signature:

Authorised Signatory: -
Seal of the Organization: -
Date:
Place:

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ANNEXURE- 5: SELF-DECLARATION – NO BLACKLISTING

To,
{Procuring entity},
______________________________,

In response to the Tender/ NIT Ref. No. _____________________________ dated ___________

for {Project Title}, as an Owner/ Partner/ Director of
________________________________________, I/ We hereby declare that presently our
Company/ firm ___________________, at the time of bidding, is having unblemished record and is
not declared ineligible for corrupt & fraudulent practices either indefinitely or for a particular period
of time by any State/ Central government/ PSU/ UT.

If this declaration is found to be incorrect then without prejudice to any other action that may be
taken, my/ our security may be forfeited in full and our bid, to the extent accepted, may be cancelled.

Thanking you,

Name of the Bidder: -

Authorised Signatory: -
Seal of the Organization: -
Date:
Place:

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ANNEXURE-6: SELF-DECLARATION {Declaration by the Bidder regarding Qualifications}

To,
{Procuring entity},
______________________________,

In relation to my/our Bid submitted to………………………………………. for procurement of

…………………………………. In response to their Notice Inviting Bids
No…………………………………. Dated……………………………I/we hereby declare under
Section 7 of Rajasthan Transparency in Public Procurement Act, 2012, that:
1. I/we possess the necessary professional, technical, financial and managerial resources and
competence required by the Bidding Document issued by the Procuring Entity;

2. I/we have fulfilled my/our obligation to pay such of the taxes payable to the Union and the State
Government or any local authority as specified in the Bidding Document;
3. I/we are not insolvent, in receivership, bankrupt or being wound up, not have my/our affairs
administered by a court or a judicial officer, not have my/our business activities suspended and
not the subject of legal proceedings for any of the foregoing reasons;
4. I/we do not have, and our directors and officers not have, been convicted of any criminal
offence related to my/our professional conduct or the making of false statements or
misrepresentations as to my/our qualifications to enter into a procurement contract within a period
of three years preceding the commencement of this procurement process, or not have been
otherwise disqualified pursuant to debarment proceedings;
5. I/we do not have a conflict of interest as specified in the Act, Rules and the Bidding Document,
which materially affects fair competition.
If this declaration is found to be incorrect then without prejudice to any other action that may be
taken as per the provisions of the applicable Act and Rules thereto prescribed by GoR, my/ our
security may be forfeited in full and our bid, to the extent accepted, may be cancelled.

Date: Signature of bidder:

Place: Name:
Designation:
Address:

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ANNEXURE-7: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FOR PRE-

QUALIFICATION EXPERIENCE

Project Name: Value of Contract/Work Order (In INR):

Country: Project Duration:

Location within country:

Name of Customer: Total No. of staff-months of the assignment:

Contact person with address, phone, fax Approx. value of the services provided by your
and e-mail: company under the contract (in INR):

Start date (month/year):

Completion date (month/year):

Name of associated Bidders, if any:

Narrative description of Project:

List of Services provided by your firm/company:

Please attach a copy of the work order/ completion certificate/ purchase order/ letter from the
customer for each project reference

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ANNEXURE-8: FINANCIAL BID COVER LETTER & FORMAT COVER LETTER {to be submitted
by the bidder on his Letter head}

To,
{Procuring Entity},
______________________________,

Reference: NIB No.:___________________________________ Dated:__________

Dear Sir,

We, the undersigned bidder, having read & examined in detail, the Bidding Document, the receipt
of which is hereby duly acknowledged, I/ we, the undersigned, offer to supply/ work as mentioned
in the Scope of the work, Technical specifications, Service Level Standards & in conformity with the
said bidding document for the same.
I / We undertake that the prices are in conformity with the specifications prescribed. The quote/ price
is inclusive of all cost likely to be incurred for executing this work. The prices are inclusive of all type
of govt. taxes/duties.
I / We undertake, if our bid is accepted, to deliver the goods in accordance with the delivery schedule
specified in the schedule of Requirements.
I/ We hereby declare that in case the contract is awarded to us, we shall submit the contract
performance guarantee as prescribed in the bidding document.
I / We agree to abide by this bid for a period of _____ days after the last date fixed for bid submission
and it shall remain binding upon us and may be accepted at any time before the expiry of that period.
Until a formal contract is prepared and executed, this bid, together with your written acceptance
thereof and your notification of award shall constitute a binding Contract between us.
I/ We hereby declare that our bid is made in good faith, without collusion or fraud and the information
contained in the bid is true and correct to the best of our knowledge and belief.
We understand that you are not bound to accept the lowest or any bid you may receive.
We agree to all the terms & conditions as mentioned in the bidding document and submit that we
have not submitted any deviations in this regard.

Date:
Authorized Signatory
Name:
Designation:

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ANNEXURE- 9: FINANCIAL BID FORMAT

Price Schedule for establishment and operation and maintenance of the Call Center
The bidders need to submit their financial proposal at e-procurement website as per the below
mentioned templates:
1. Financial bid format for Call Centre operations and maintenance

Total
Unit Total
Amount
Price Applicable Amount
Sr. excluding
Item Description Qty Unit per GST inclusive
No. GST for 36
month (In Rs.) of GST
months
(In Rs.) (In Rs.)
(In Rs.)

1 2 3 4 5 6=3*5*36 7 8= 6+7

Per Seat cost for

operating Call Centre for
1. RISL as per scope of work 800 Nos
defined in RFP in section
4.1.1, 4.1.2 and 4.1.3

Per seat cost of Technical

Helpdesk as per scope of
2. work defined in RFP in 100 Nos
section 4.1.1, 4.1.2 and
4.1.3

Per seat cost of

Counsellors or Subject
Experts as per scope of
3. 100 Nos
work defined in RFP in
section 4.1.1, 4.1.2 and
4.1.3

Per seat cost for ERSS/

SEOC/ and other projects
4. 300 Nos
as per scope defined in
RFP in section 4.1.3

***Total in Figures

***Total in Words

Note:
 The number of seats (Sr. no. 1 to 3) defined in item description may be increased or decreased
as per requirement and total number of seats will remain 1000.
 For Sr. No. 4, the Physical (Non-ICT) and IT infrastructure are not required.

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 Seat count for a month will be calculated as

Effective 12 hours login in a day X no. of days of a Month = one seat
For example: 12 X 30 = 360 login hours = 1 seat

ANNEXURE- 10: BANK GUARANTEE FORMAT - PERFORMANCE SECURITY (PBG) {to be

submitted by the bidder’s bank}

(To be stamped in accordance with Stamp Act and on a Stamp Paper purchased from Rajasthan
State only and to be issued by a Nationalised/ Scheduled bank having its branch at Jaipur and
payable at par at Jaipur, Rajasthan)

To,
The Managing Director,
RajCOMP Info Services Limited (RISL),
First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj).

1. In consideration of the RajCOMP Info Services Limited (hereinafter called "RISL") having agreed
to exempt M/s ..........................(hereinafter called "the said Contractor(s)"from the demand,
under the terms and conditions of an Agreement No..................................dated
.....................made between the RISL through …………………… and
.......................(Contractor) for the work .................(hereinafter called "the said Agreement") of
Security Deposit for the due fulfilment by the said Contractor (s) of the terms and conditions
contained in the said Agreement, on production of a Bank Guarantee for Rs...................(rupees
........................................only), we ...................(indicate the name of the Bank), (hereinafter
referred to as "the Bank") at the request of ..................Contractor(s) do hereby undertake to pay
to the RISL an amount not exceeding Rs...................(Rupees..................................only) on
demand.
2. We................. (Indicate the name of Bank), do hereby undertake to pay Rs....................
(Rupees............................only), the amounts due and payable under this guarantee without any
demur or delay, merely on a demand from the RISL. Any such demand made on the bank by
the RISL shall be conclusive as regards the amount due and payable by the Bank under this
guarantee. The Bank Guarantee shall be completely at the disposal of the RISL and
We....................... (Indicate the name of Bank), bound ourselves with all directions given by RISL
regarding this Bank Guarantee. However, our liability under this guarantee shall be restricted to
an amount not exceeding Rs...................... (Rupees....................only).
3. We.......................(indicate the name of Bank), undertake to pay to the RISL any money so
demanded notwithstanding any dispute or disputes raised by the contractor(s) in any suit or
proceeding pending before any Court or Tribunal or Arbitrator etc. relating thereto, our liability
under these presents being absolute, unequivocal and unconditional.
4. We.....................(indicate the name of Bank) further agree that the performance guarantee
herein contained shall remain in full force and effective up to <DATE> and that it shall continue
to be enforceable for above specified period till all the dues of RISL under or by virtue of the said
Agreement have been fully paid and its claims satisfied or discharged or till the RISL certifies
that the terms and conditions of the said Agreement have been fully and properly carried out by
the said Contractor(s) and accordingly discharges this guarantee.
5. We ...........................(indicate the name of Bank) further agree with the RISL that the RISL shall
have the fullest liberty without our consent and without affecting in any manner our obligations

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hereunder to vary any of the terms and conditions of the said Agreement or to extend time of
performance by the said Contractor(s) from time to time or to postpone for any time or from time
to time any of the powers exercisable by the RISL against the said Contractor(s) and to forbear
or enforce any of the terms and conditions relating to the said Agreement and we shall not be
relieved from our liability by reason of any such variation, or extension being granted to the said
Contractor(s) or for any forbearance, act or omission on the part of the RISL or any indulgence
by the RISL to the said Contractor(s) or by any such matter or thing whatsoever which would but
for this provision, have effect of so relieving us.
6. The liability of us ............................. (indicate the name of Bank), under this guarantee will not
be discharged due to the change in the constitution of the Bank or the contractor(s).
7. We .............................. (indicate the name of Bank), lastly undertake not to revoke this guarantee
except with the previous consent of the RISL in writing.
8. This performance Guarantee shall remain valid and in full effect, until it is decided to be
discharged by the RISL. Notwithstanding anything mentioned above, our liability against this
guarantee is restricted to Rs........................... (Rupees..............................only).
9. It shall not be necessary for the RISL to proceed against the contractor before proceeding
against the Bank and the guarantee herein contained shall be enforceable against the Bank
notwithstanding any security which the RISL may have obtained or obtain from the contractor.
10. We .............................. (indicate the name of Bank) verify that we have a branch at Jaipur. We
undertake that this Bank Guarantee shall be payable at any of its branch at Jaipur. If the last
day of expiry of Bank Guarantee happens to be a holiday of the Bank, the Bank Guarantee shall
expire on the close of the next working day.
11. We hereby confirm that we have the power(s) to issue this guarantee in your favour under the
memorandum and articles of Association/constitution of our bank and the undersigned is/are the
recipient of authority by express delegation of power(s) and has/have full power(s) to execute
this guarantee for the power of attorney issued by the bank.

Dated..........................day of....................For and on behalf of the <Bank> (indicate the Bank)

Signature

(Name & Designation)

Bank's Seal

The above performance Guarantee is accepted by the RISL

For and on behalf of the RISL

Signature

(Name & Designation)

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BANK GUARANTEE FORMAT – BID SECURITY {to be submitted by the bidder’s bank}

(To be stamped in accordance with Stamp Act and to be issued by a Nationalised/ Scheduled bank
having its branch at Jaipur and payable at par at Jaipur, Rajasthan)

To,
The Managing Director,
RajCOMP Info Services Limited (RISL),
First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj).

Sir,

1. In accordance with your Notice Inviting Bid for <please specify the project title> vide NIB
reference no. <please specify>M/s. …………………………….. (Name & full address of the firm)
(Hereinafter called the “Bidder”) hereby submits the Bank Guarantee to participate in the said
procurement/ bidding process as mentioned in the bidding document.

It is a condition in the bidding documents that the Bidder has to deposit Bid Security amounting
to <Rs. ______________ (Rupees <in words>)> in respect to the NIB Ref. No.
_______________ dated _________ issued by RISL, First Floor, Yojana Bhawan, C-Block,
Tilak Marg, C-Scheme, Jaipur, Rajasthan (hereinafter referred to as “RISL”) by a Bank
Guarantee from a Nationalised Bank/ Scheduled Commercial Bank having its branch at Jaipur
irrevocable and operative till the bid validity date(i.e. <please specify> days from the date of
submission of bid). It may be extended if required in concurrence with the bid validity.

And whereas the Bidder desires to furnish a Bank Guarantee for a sum of <Rs. ___(Rupees <in
words>)> to the RISL as earnest money deposit.

2. Now, therefore, we the ……………………………….…… (Bank), a body corporate constituted

under the Banking Companies (Acquisition and Transfer of Undertaking) Act. 1969 (delete, if
not applicable) and branch Office at…………………... (Hereinafter referred to as the Guarantor)
do hereby undertake and agree to pay forthwith on demand in writing by the RISL of the said
guaranteed amount without any demur, reservation or recourse.

3. We, the aforesaid bank, further agree that the RISL shall be the sole judge of and as to whether
the Bidder has committed any breach or breaches of any of the terms costs, charges and
expenses caused to or suffered by or that may be caused to or suffered by the RISL on account
thereof to the extent of the Earnest Money required to be deposited by the Bidder in respect of
the said bidding document and the decision of the RISL that the Bidder has committed such
breach or breaches and as to the amount or amounts of loss, damage, costs, charges and
expenses caused to or suffered by or that may be caused to or suffered by the RISL shall be
final and binding on us.
4. We, the said Bank further agree that the Guarantee herein contained shall remain in full force
and effect until it is released by the RISL and it is further declared that it shall not be necessary
for the RISL to proceed against the Bidder before proceeding against the Bank and the
Guarantee herein contained shall be invoked against the Bank, notwithstanding any security
which the RISL may have obtained or shall be obtained from the Bidder at any time when

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proceedings are taken against the Bank for whatever amount that may be outstanding or
unrealized under the Guarantee.

5. Any notice by way of demand or otherwise hereunder may be sent by special courier, telex, fax,
registered post or other electronic media to our address, as aforesaid and if sent by post, it shall
be deemed to have been given to us after the expiry of 48 hours when the same has been
posted.

6. If it is necessary to extend this guarantee on account of any reason whatsoever, we undertake

to extend the period of this guarantee on the request of our constituent under intimation to you.

7. The right of the RISL to recover the said amount of <Rs. ______________ (Rupees <in
words>)> from us in manner aforesaid will not be precluded/ affected, even if, disputes have
been raised by the said M/s. ……….………………(Bidder) and/ or dispute or disputes are
pending before any court, authority, officer, tribunal, arbitrator(s) etc.

8. Notwithstanding anything stated above, our liability under this guarantee shall be restricted to
<Rs. ______________ (Rupees <in words>)> and our guarantee shall remain in force till bid
validity period i. e. <please specify>days from the last date of bid submission and unless a
demand or claim under the guarantee is made on us in writing within three months after the Bid
validity date, all your rights under the guarantee shall be forfeited and we shall be relieved and
discharged from all liability there under.

9. This guarantee shall be governed by and construed in accordance with the Indian Laws and we
hereby submit to the exclusive jurisdiction of courts of Justice in India for the purpose of any
suit or action or other proceedings arising out of this guarantee or the subject matter hereof
brought by you may not be enforced in or by such count.

10. We hereby confirm that we have the power/s to issue this Guarantee in your favor under the
Memorandum and Articles of Association/ Constitution of our bank and the undersigned is/are
the recipient of authority by express delegation of power/s and has/have full power/s to execute
this guarantee under the Power of Attorney issued by the bank in your favour.

Date ………………… (Signature) ……………………………………….

Place ………………… (Printed Name) ………………………………….
(Designation) ……………………………………
(Bank’s common seal) ………………………….

In presence of:
WTTNESS (with full name, designation, address & official seal, if any)
(1) ………………………………………
………………………………………
(2) ………………………………………
………………………………………

Bank Details
Name & address of Bank:
Name of contact person of Bank:
Contact telephone number:

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GUIDELINES FOR SUBMISSION OF BANK GUARANTEE

The Bank Guarantee shall fulfil the following conditions in the absence of which they cannot be
considered valid: -
1. Bank Guarantee shall be executed on non- judicial stamp paper of applicable value purchased
in the name of the bank.
2. Two persons should sign as witnesses mentioning their full name, designation, address and
office seal (if any).
3. The Executor (Bank Authorities) may mention the power of attorney No. and date of execution
in his/ her favour authorizing him/ her to sign the document. The Power of Attorney to be
witnessed by two persons mentioning their full name and address.
4. The Bank Guarantee should be executed by a Nationalised Bank/ Scheduled Commercial Bank
only.
5. Non – Judicial stamp paper shall be used within 6 months from the date of Purchase of the
same. Bank Guarantee executed on the non-judicial stamp paper after 6 (six) months of the
purchase of such stamp paper shall be treated as non-valid.
6. The contents of Bank Guarantee shall be strictly as per format prescribed by RISL
7. Each page of Bank Guarantee shall bear signature and seal of the Bank and B.G. number.
8. All corrections, deletions etc. in the Bank Guarantee should be authenticated by signature of
Bank Officials signing the Bank Guarantee.
9. Bank should separately send through registered post/courier a certified copy of Bank
Guarantee, mentioning Bid reference, Bid title and bidder name, directly to the Purchaser at the
following address:

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ANNEXURE-11: DRAFT AGREEMENT FORMAT{to be mutually signed by selected bidder and

procuring entity}

This Contract is made and entered into on this ______day of ________, 2022 by and between
RajCOMP Info Services Limited (RISL), having its head office at First Floor, Yojana Bhawan, Tilak
Marg, C-Scheme, Jaipur-302005, Rajasthan (herein after referred to as Purchaser/ RISL) which
term or expression, unless excluded by or repugnant to the subject or context, shall include his
successors in office and assignees on ONE PART
And
M/s__________________, a company registered under the Indian Companies Act, 1956 with its
registered office at _____________________ (herein after referred as the “Successful Bidder/
Supplier”) which term or expression, unless excluded by or repugnant to the subject or context,
shall include his successors in office and assignees on the OTHER PART.
Whereas,
Purchaser is desirous of appointing an agency for <project title>as per the Scope of Work and
Terms and Conditions as set forth in the RFP document dated _________ of <NIB No
_________________>.
And whereas
M/s______________represents that it has the necessary experience for carrying out the overall
work as referred to herein and has submitted a bid and subsequent clarifications for providing the
required services against said NIB and RFP document issued in this regard, in accordance with the
terms and conditions set forth herein and any other reasonable requirements of the Purchaser from
time to time.
And whereas
Purchaser has accepted the bid of supplier and has placed the Work Order vide Letter No.
__________________dated _______, on which supplier has given their acceptance vide their
Letter No._____________ dated ____________.
And whereas
The supplier has deposited a sum of Rs. ________________/- (Rupees _________________) in
the form of __________________ ref no. _________________ dated ______________ of
____________ Bank and valid up to _____________ as security deposit for the due performance
of the contract.
Now it is hereby agreed to by and between both the parties as under: -
1. The NIB Ref. No. ____________________________ dated ___________ and RFP document
dated _________ issued by RISL along with its enclosures/ annexures, wherever applicable,
are deemed to be taken as part of this contract and are binding on both the parties executing
this contract.
2. In consideration of the payment to be made by RISL to supplier at the rates set forth in the work
order no. ____________________ dated _________ will duly supply the said articles and
provide related services in the manner set forth in the RFP, along with its enclosures/ annexures
and Technical Bid along with subsequent clarifications submitted by supplier.
3. The RISL do hereby agree that if supplier shall duly supply the said items/articles and provide
related services in the manner aforesaid observe and keep the said terms and conditions of the
RFP and Contract, the RISL will pay or cause to be paid to supplier, at the time and the manner

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set forth in the said conditions of the RFP, the amount payable for each and every project
milestone & deliverable. The mode of Payment will be as specified in the RFP document.
4. The timelines for the prescribed Scope of Work and requirement of services shall be affected
from the date of work order i. e. ____________ and completed by supplier within the period as
specified in the RFP document.
5. In case of extension in the delivery and installation/completion period is granted with full
liquidated damages, the recovery shall be made on the basis of following percentages of value
of items/goods and/ or service which the supplier/ selected bidder has failed to supply/ install/
complete
 Delay up to one fourth period of the prescribed delivery period, successful 2.5%
installation & completion of work
 Delay exceeding one fourth but not exceeding half of the prescribed delivery 5.0%
period, successful installation & completion of work.
 Delay exceeding half but not exceeding three fourth of the prescribed 7.5%
delivery period, successful installation & completion of work.
 Delay exceeding three fourth of the prescribed delivery period, successful 10.0%
installation & completion of work.
Note:
i. Fraction of a day in reckoning period of delay in supplies/ maintenance services shall be
eliminated if it is less than half a day.
ii. The maximum amount of liquidated damages shall be 10% of the total value of the items
to be supplied in the particular phase.
iii. If supplier requires an extension of time in completion of contractual supply on account of
occurrence of any hindrances, he shall apply in writing to the authority which had placed
the work order, for the same immediately on occurrence of the hindrance but not after the
stipulated date of completion of supply.
iv. Delivery period may be extended with or without liquidated damages if the delay in the
supply of goods in on account of hindrances beyond the control of supplier.
6. All disputes arising out of this agreement and all questions relating to the interpretation of this
agreement shall be decided as per the procedure mentioned in the RFP document.

In witness, whereof the parties have caused this contract to be executed by their Authorized
Signatories on this _____day of _______________, 2022.

Signed By: Signed By:

()
Designation: Managing Director, RISL
Company:

In the presence of: In the presence of:

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() ()
Designation: Designation:
Company: Department of IT&C, Govt. of Rajasthan

() ()
Designation: Designation:
Company: Department of IT&C, Govt. of Rajasthan

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ANNEXURE- 12: MEMORANDUM OF APPEAL UNDER THE RTPP ACT, 2012

Appeal No ………of ……………

Before the ………………………… (First/ Second Appellate Authority)

1. Particulars of appellant:
a. Name of the appellant:<please specify>
b. Official address, if any: <please specify>
c. Residential address:<please specify>

2. Name and address of the respondent(s):

a. <please specify>
b. <please specify>
c. <please specify>

3. Number and date of the order appealed against and name and designation of the officer/
authority who passed the order (enclose copy), or a statement of a decision, action or omission
of the procuring entity in contravention to the provisions of the Act by which the appellant is
aggrieved:<please specify>

4. If the Appellant proposes to be represented by a representative, the name and postal address
of the representative:<please specify>

5. Number of affidavits and documents enclosed with the appeal:<please specify>

6. Grounds of appeal (supported by an affidavit):<please specify>

7. Prayer:<please specify>

Place …………………………………….

Date ……………………………………

Appellant's Signature

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ANNEXURE-13: INDICATIVE CONFIDENTIALITY AND NON DISCLOSURE AGREEMENT

CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT

This confidentiality and non-disclosure agreement (“Agreement”) is made on this................day of,

2022.

BETWEEN

The Managing Director, RajCOMP Info Services Limited, First Floor, C-Block, Yojana Bhawan
Campus, Tilak Marg, C-Scheme, Jaipur-302005 (Raj).(here in after referred to as “RISL”, which
expression shall, unless repugnant to the context here of or excluded specifically, mean and include
its successors, assigns and administrators) of the FIRST PART,

AND

Company Name, India (hereinafter referred to as ‘Successful Bidder/ Supplier’, which expression
shall, unless repugnant to the context hereof or excluded specifically, mean and include its
successors, assigns and administrators) of the SECOND PART.

WHEREAS

a. The RISL wishes to appoint an agency for a period of __years. For the purpose
there will be a requirement to exchange certain information related to projects or
hosted in Rajasthan State Data Centre (RSDC) which is proprietary and
confidential information.

b. The RISL is willing to disclose such information to successful bidder only on the
terms and conditions contained in this Agreement. The successful bidder agrees
to hold the Covered Data and Information in strict confidence. Successful bidder
shall not use or disclose Covered Data and Information received from or on behalf
of Government of Rajasthan/ RISL except as permitted or required by the
Agreement, or as otherwise authorized in writing by RISL.

NOW, THEREFORE, THE PARTIES HERETO AGREE AS FOLLOWS:

1. Definition: In this agreement unless the contest otherwise requires:

1.1. "Confidential Information" shall mean

a) any and all information concerning RISL/DoIT&C/Rajasthan State Data
Centre (RSDC) or any other successor,
b) any and all trade secrets or other confidential or proprietary information
related to projects and hosted in Rajasthan State Data Centre(RSDC)
c) Passwords of IT/Non-IT equipment’s of RISL/DoIT&C/RSDC, user
identifications, or other information that may be used to access information
systems, networking diagrams, technical specifications of IT/Non IT
equipment’s, policies of firewall/IDs/IPS/routers/switches and information
hosted on IT equipment in Rajasthan State Data Centre(RSDC).

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1.2. Proprietary Information shall mean as technical data and other information
(including but not limited to digital data, products, substances, organisms,
technology, research results or plans, system processes, workflows, know-how,
reports, descriptions, drawings, design, compositions, strategies, trade secrets,
business and financial information, and computer software) in whatever form,
which is related to RISL/DoIT&C or hosted with Rajasthan State Data Centre
(RSDC)/and is disclosed or delivered by the First Party to the Second Party,
whether by means of written or oral disclosure or otherwise.

2. Limitations on Use and Disclosure of Confidential and Proprietary Information

2.1. Confidential and Proprietary Information disclosed by the RISL/DOIT&C and/or

other departments/PSU whose data are hosted in Rajasthan State Data Centre
(RSDC) shall be used by the successful bidder solely for the purpose of
fulfilment of the obligation and work assigned to it as per order no. and shall
not otherwise be used for his benefit or otherwise. All information encountered
in the performance of duties shall be treated as confidential unless and until
advised otherwise by RISL/DOIT&C or its representative. Successful bidder
shall not share, record, transmit, alter, or delete information residing/hosted in
the information systems except as required in performance of the job duties.

2.2. Confidential and Proprietary Information shall not be copied or reproduced by

the successful BIDDER without the express written permission of the
RISL/DOIT&C, except for such copies as may be reasonably required for
accomplishment of the purpose stated in the tender no. .

2.3. Confidential and Proprietary Information shall be disclosed only to the Director
or employees of the successful bidder who have a 'need to know' in connection
with the purpose stated above, and who additionally agree to the nondisclosure
requirements of this Agreement. Any further disclosure of confidential and
Proprietary Information by the successful bidder shall be treated as a breach of
this Agreement by the successful bidder.

2.4. Confidential and Proprietary Information shall not be disclosed by the

successful bidder to any third party without the prior written consent of the First
Party.

2.5. This Agreement shall not restrict disclosure or use of Confidential and
Proprietary Information which:
a. was in the public domain at the time of disclosure or thereafter enters the
public domain through no breach of this Agreement by the successful
bidder; or
b. was, at the time of receipt, otherwise known to the successful bidder without
restriction as to use or disclosure; or
c. becomes known to the successful bidder from a source other than the
RISL/DOIT&C and/or other departments/PSU without a breach of this
Agreement by the successful bidder; or
d. is developed independently by the successful bidder without the use of
Proprietary Information disclosed to it hereunder; or
e. is otherwise required to be disclosed bylaw.

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3. Business Obligation:

3.1. During the complete contract period and even after the expiry of the agreement,
the successful bidder shall not

a. Disclose Confidential Information in any manner or form to any person

other than its own employees for the limited purpose stated herein, or

b. Use Confidential Information for its own benefit or for the benefit of any
person or entity other than the RISL/DOIT&C, without the prior written
consent of the RISL/DOIT&C.

3.2. Whereas, the RISL/DOIT&C under the circumstances referred, herein before,
wants to protect itself from any misuse of the confidential and proprietary
information by the third party i.e. person or persons (employees of successful
bidder), had entered into an agreement with the successful BIDDER that the
second party shall not divulge such information either during the course of the
life of this agreement or even after the expiry of the agreement.

3.3. Whereas, the successful bidder has agreed to fully abide by the terms of this
non-disclosure agreement and it has also been agreed by the parties that if
there will be any breach or violation of the terms of agreement vis-à-vis non-
disclosure clause, the successful bidder shall not only be liable for
consequential costs and damages but in addition to that will also be liable for
criminal prosecution in accordance with the prevailing laws.

3.4. whereas, the successful bidder having in his possession or control any secret
official code or password or digital data or any sketch, plan, model, article, note,
document or information which fall s within the purview of confidential or
proprietary information, the successful bidder shall not part with any part of such
information to anyone under any circumstances, whatsoever, without the prior
approval of the RISL/DOIT&C and if this is violated, the RISL/DOIT&C shall
have the legal right to initiate civil and criminal proceeding against it under the
provisions of the relevant law.

3.5. Whereas, the RISL/DOIT&C shall have the entire control over the functioning
of the Successful bidder and the successful bidder shall work according to the
instruction of the RISL/DOIT&C and in case if this is violated by the successful
bidder in any mode or manner, the RISL/DOIT&C shall have the legal right to
initiate civil and criminal proceeding against it under the provisions of the
relevant law.

3.6. Whereas, if the successful bidder permits any person or persons without
permission of the RISL/DOIT&C to have–

a. Access or secures access to such computer, computer system or computer

network which has the connectivity with the confidential and proprietary
information or;
b. Downloads, copies or extracts any data, computer data base or information
from such Database Server, Web Server, Computer System, networking
equipments or Computer Network including information or data held or stored
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in any removable storage medium which has the connectivity with the
confidential and proprietary information nor;
c. Damages any Database Server or causes to damage any Database Server,
Web Server, computer system, computer network, data, data base or any
other programmes residing in such Server, computer system or computer
network;
d. Denies or causes the denial of access to any authorized person of the
RISL/DOIT&C to have access to any computer system or computer network
by any means;

Shall be liable to pay damages by way of compensation and would also be liable
for criminal prosecution in accordance with the prevailing laws.
3.8 Successful bidder shall report to RISL/DOIT&C any use or disclosure of
confidential and/or proprietary information/data not authorized by this Agreement
in writing by RISL/DOIT&C. Successful bidder shall make the report to
RISL/DOIT&C within not less than one (1) business day after successful bidder
learns of such use or disclosure. Successful bidder’s report shall identify:

a) The nature of the unauthorized use or disclosure,

b) The confidential and/or proprietary information/data used or disclosed,
c) Who made the unauthorized use or received the unauthorized disclosure,
d) What successful bidder has done or shall do to mitigate any deleterious effect
of the unauthorized use or disclosure, and
e) What corrective action successful bidder has taken or shall take to prevent
future similar unauthorized use or disclosure.

SUCCESSFUL BIDDER shall provide such other information, including a written

report, as reasonably requested by RISL/DOIT&C.

3.9 The successful bidder hereby agrees and consents that temporary or permanent
in junctive relief and /or an order of specific performance may be granted in lieu
of, or in addition to other available relief in any proceeding brought by
RISL/DOIT&C to enforce this Agreement, without the necessity of proof of actual
damages and without posting bond for such relief.

4. Dispute Resolution:
4.1. Whereas, both the parties have agreed that in the event of any dispute or
differences arising in between the parties, the courts at Jaipur shall only have
jurisdiction to adjudicate the disputes/differences.

IN WITNESS WHERE OF the Parties here to have hereunto set their hands and seal
the day and year first above written.

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Signed By: Signed By:

Designation: (Authorized Signatory)

Company: RajComp Info Services Ltd
In the presence of: In the presence of:

Designation: Designation:
Company: RajComp Info Services Ltd

Designation:
Designation:
Company: RajComp Info Services Ltd

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ANNEXURE-14: Undertaking of successful Handover/Taken over during Exit Management

To,
{Procuring entity},
______________________________,
______________________________,

I/ We {Name/ Designation} hereby declare/ undertake that we have handed over all the necessary
deliverables as per the exit management plan (RFP clause 22 of chapter 6) in the right earnest and
to the best of our abilities.
We also undertake that, if any gaps/misses are observed within next 1 year of contract expiry
related to this handover, the same would be provided by us immediately without any financial cost
to RISL.

Thanking you,

Name of the Bidder: -

Authorised Signatory: -
Seal of the Organization: -
Date:
Place:

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ANNEXURE 15 - TEAM PROFILE AND TRAINING REQUIREMENTS

A. Team Profile- Educational Qualifications and Experience Requirements

It is proposed that the team at Call Centre shall constitute of project managers, project assistant
manager, team leads, content managers, trainers, quality auditors, network administrator and
agents with the following profiles:

a) Project Manager-Project manager shall be responsible for organizing, planning, directing,

and coordinating the program effort. The Project Manager shall be responsible for overall
managing operation of Call Center and shall be the single point of contact with State Nodal
Agency and State Departments. The individuals designated to perform the role of Project
Manager should have adequate relevant experience in managing operations of such scale.
The educational qualifications and experience requirement of a project manager shall be at
minimum as follows:

Educational Qualifications Experience Criteria

Any graduate with MBA  Minimum 7 years of overall
(Preferably in operations) experience
 At least 3 years in operations in
ITeS/ Call Centre industry

b) Assistant Project Manager-The responsibilities of Call Centre operations by interfacing with

internal operational and technical staff to ensure successful conduct, provide inputs and
recommendations where applicable and maintain quality assurance. He/she shall review the
quality of project deliverables to ensure compliance with the agreed quality measures and
standards. The educational qualifications and experience requirement of a assistant project
manager shall be at minimum as follows:

Educational Qualifications Experience Criteria

Any graduate  Minimum 5 years of overall
experience
 At least 2 years in operations in
Government projects/ ITeS/ Call
Centre industry

c) Content Manager – Content Managers shall be responsible for development of content for
Call Centre across departments and their services. The educational qualifications and
experience requirement of a content manager shall be at minimum as follows:

Educational Experience Criteria

Qualifications
Any post -graduate  Minimum 3 years of overall
with proficiency in both experience
English and Hindi  At least 2 years of experience in
the relevant field

d) Team Lead – Team lead will be responsible for supervising, managing and motivating team
members on a daily basis. As a team leader, he will be the contact point for all team members,
so your communication skills should be excellent. Team lead shall also be able to act

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proactively to ensure smooth team operations and effective collaboration. Team lead to
ensure that agents are following all the quality guidelines while taking calls, as per the SOP
(Standard Operating Procedure). The educational qualifications and experience requirement
of a content manager shall be at minimum as follows:

Educational Experience Criteria

Qualifications
Any Graduate with  1 years of experience in the
proficiency in both relevant field
English and Hindi

e) Trainer – The Trainer shall coordinate with the Project Manager and Department to plan the
training calendar for all the project stakeholders. The Trainer shall have expertise in the usage
and training of all the components viz. CTI, Identity Management, IP PBX, Reporting,
Recording, ACD, Case Record Management, Dialler, EMS etc. The Trainer shall be
responsible for designing the training materials. The Trainer shall also be responsible for
giving “Train the Trainer” training to identified personnel at each state who shall then be
responsible for providing the refresher courses through class-room or VC training modules
as shall be prepared by the SI. The educational qualifications and experience requirement of
a content manager shall be at minimum as follows:

Educational Experience Criteria

Qualifications
Any Graduate with  Minimum 3 year of experience in
proficiency in both conducting such type of training
English and Hindi

f) Quality Auditor – Quality auditor to share real-time feedback with the agents to improve the
call quality and to avoid any future escalation from client or customer. Quality auditor shall
ensure the ability to complete root cause analysis and identify gaps in performance and
knowledge. Quality Auditor is also responsible to provide input and findings for the betterment
of the process. The educational qualifications and experience requirement of a content
manager shall be at minimum as follows:

Educational Experience Criteria

Qualifications
Any Graduate  Minimum 2 year of experience in
conducting quality audit of call
center
 At least 1 years of experience in
government projects

g) Network Administrator – The Network Administrator shall provide support for tasks,
including, but not limited to installation, setup or configuration, troubleshooting, tuning,
diagnostics and maintenance of networking and related equipment. The network
administrator shall also coordinate with the other vendors or agencies to resolve all network
related issues. The Network Administrator shall have the technical expertise to monitor
various devices or tools such as content filtering and blocking, virus protection and
vulnerability protection. The educational qualifications and experience requirement of a
content manager shall be at minimum as follows:

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Educational Experience Criteria

Qualifications
B.Tech/B.E./MCA/MSc  Minimum 5 year of experience in
IT Network design/solution
 Certification i.e., CCNA/ CCNP/
MCSA
 At least 2 years experience in IT
(having good knowledge of
servers) in Government projects/
ITeS/ Call Centre industry

h) Agents - Agents shall be the primary point of contact for all citizen interactions and shall be
responsible for quality service to citizens. Agent functions include, but not limited to, handling
citizen contact via Telephone, email service the request (both informational and
transactional), update the database, escalate calls to the department, etc. The educational
qualifications of an agent shall be at minimum as follows:

Educational Qualifications

 At least Class 12th pass with RSCIT/DDU-GKY certificate

 At least 1 years’ experience in Call Centre industry
Or
Minimum any graduate

i) Software Developers- Based on the customization needs of RISL, services of software

development may be required during the course of the project. For this purpose, the SI shall
provide software development resources which are competent to undertake the work
assigned. While the cost of such resources has not been requested for in this bid and will not
be taken into consideration for calculation of L1, it has been decided that RISL shall
benchmark resources against the empanelment done by UIDAI, GoI for software solution
providers (Tier-III). As per the same, the qualification and experience criteria of a software
developer shall be as follows:

Resource Educational Qualifications Experience Criteria

Developer BE/B.Tech/MCA with 1 Year (in software development
specialisation in computers projects)
Sr. Developer BE/B.Tech/MCA with 3 Years (in software
specialisation in computers development projects)
Software Designer BE/B.Tech/MCA with 5 Years (in software designing
specialisation in computers for large software development
projects)

j) Technical Helpdesk – As per requirement, the SI shall provision technical helpdesk seats to
resolve the issues of other IT applications. Qualification should be B.Tech/B.E./MCA/MSc
IT/BCA.
k) Counsellors or Subject experts – As per requirements, the SI shall provision seats for
Counsellors or Subject experts i. e. Legal, Medical, Educational, e-governance, Rural
development, Social welfare etc. providing assistance to Citizens. Experience and
professional qualifications (graduate in relevant subject).

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B. Training Requirements
In order to ensure customer satisfaction and maintenance of other SLAs as well, it is important
that appropriate training is provided to the agents before they start taking/ making calls to the
customers. In this regard, it is envisaged that appropriate training shall be provided by the SI to
its staff. The salient features of the training program at Call Centre will be:
a) Develop, conduct, and maintain a comprehensive and continuous training program
providing agents with the appropriate knowledge and current information to perform
services required.
b) Ensure that all staff is trained in state and local policies, procedures, and department
operations, with approval/agreement by the State
c) Develop and update training manuals and training records on regular intervals
d) Provide copies of all training materials to RISL on an ongoing basis
e) Implement a procedure and schedule for ongoing training, refresher training
f) Conduct training that shall include (but not be limited to):
 Sensitivity awareness training
 Projecting positive and helpful attitude
 Communicating with confidence and competence
 Adhere to confidentiality policies and procedures
 Customer Service Enhancement
g) Any training required for addition of new services and certain familiarization throughout the
term of the contract shall be at the cost and responsibility of SI.
h) Training shall consist of, at a minimum:
 Introduction and purpose of the services
 History or background information
 Familiarity, Call content
 Script familiarity
 Role-play activities
 Production and Quality measurement criteria
 Oral Quiz
 Written test
 Review

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ANNEXURE 16- SERVICE LEVEL AGREEMENT (Rajasthan Sampark Call Centre)

Calculation Measurement Reporting

S. No. Measurement Definition Target Penalty
Period Interval period

1. System uptime It will be calculated based on 1st working Daily Monthly >= 99.7% Nil
(Voice response formula “Total uptime in day to the last >= 90% but < 99.7% 1% for each % point
available to minutes/ Total minutes of working day of below 100%,
customer) operation in a month”. This each calendar calculated on monthly
will be calculated for service month billed value
window for 24-hour, 7-days >= 80% but <90% 2% for each % point
/week. For example, if the below 100%,
system was down for 2 hours calculated on
and up for 720 hours; Uptime monthly billed value
will be (718/(30 days X 24 <80% 100% of monthly
hours)) X 100= 99.72% billed amount
2. Average Speed to This is the waiting time in 1st working Daily Monthly >90% calls attended Nil
Answer (ASA) Automatic Call Distributor day to the last within 25seconds from
(ACD) queue after pressing working day of the caller choosing to
prescribed digit to talk to the each calendar speak to an agent
agent but before being month 85%- 90% calls 3% of monthly billed
answered by the agent attended within value
25 seconds from the
caller choosing to
speak to an agent
80%-85% calls 5% of monthly billed
attended within 25 value
seconds from the
caller choosing to
speak to an agent
<80% calls attended 100% of monthly
within 25 seconds billed value
from the caller
choosing to speak to
an agent

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Calculation Measurement Reporting

S. No. Measurement Definition Target Penalty
Period Interval period

3. Call abandonment This measures % of calls 1st working day Daily Monthly <5% Nil
rate (unanswered where the caller has to the last 5-10% 3% of monthly billed
calls by operators) requested for an agent but got working day of value
disconnected before being each calendar 10%-15% 5% of monthly billed
answered to the agent. (only month value
calls that get disconnected <15% 100% of monthly
after 20 seconds from transfer billed value
to the ACD from the IVRS will
be considered for computation
of this SLA)
4. Call Quality Score Call Quality audit Score is a 1st working day Weekly Monthly >80% score for all Nil
method of scoring agent calls to the last calls audited
against predefined working day of 75%-80% score for all 2% of monthly billed
parameters to ensure that the each calendar calls audited amount
agents are adhering to the month 70%-75% score for all 5% of monthly billed
quality standards as defined. calls audited amount
The parameters & mechanism <70% score for all 100% of monthly
for calculating quality score calls audited billing value
will be mutually agreed
between State &SI. These
could include greeting the
customer, adherence to
established SOPs, customer
handling, issue closure etc. A
quality team may be deployed
by SI for the same.
Mechanism for RNR and ZTP
police will be mutually agreed
between State &SI
5. Customer This is the measure of 1st working Fortnightly Monthly <5% of calls made for Nil
Satisfaction Score customer’s satisfaction with day to the last feedback register
(voice to voice & the way their query/complaint working day of “dissatisfaction” with
IVRS) has been handled by the SI. each calendar the service
The SI shall randomly call month 5-10% of calls made 3% of monthly billed
back of incoming callers for for feedback register amount
feedback on level of customer “dissatisfaction” with
service and record their the service
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Calculation Measurement Reporting

S. No. Measurement Definition Target Penalty
Period Interval period

satisfaction with the service. 10%-15% of calls 5% of monthly billed

Various aspects of call such made for feedback amount
as quality and accuracy of register
information, agent politeness, “dissatisfaction” with
timely information etc. shall be the service
measured through this <15% of calls made 100% of monthly
feedback mechanism. for feedback register billed value
“dissatisfaction” with
The satisfaction level shall be the service
collected as “satisfied” or
“dissatisfied”
6. Average Handle This is a measure that refers 1st working Daily Monthly <270 seconds Nil
Time (AHT) to how long it takes to manage day to the last >270 seconds 0.5% of monthly bill
a call. AHT shall be calculated working day of value for every 10
as the sum of the average talk each calendar second slab over
time, hold time and wrap time month 270 seconds
for all calls in the Call Centre.
7. Email Turn This refers to the time taken 1st working Daily Monthly For every email 1% of monthly billed
Around Time between receipt of email and day to the received between value for every default
response sent by the contact last working 8AM to 3 PM,
centre. For calculation of time day of each response should be
lag in response, 24 hours for calendar sent on the same day.
National Holidays shall be month For every email
deducted. Penalty shall be received between
applicable only on delay 3PM to 8 AM, the
attributable to the SI. Any response should be
delay due to communication sent the next working
with departmental day by 12 Noon.
stakeholders shall be
deducted from the overall time
taken.
8. IVRS Updation IVRS menu/ tree should be N/A From the time N/A <24 hrs Nil
time updated modified within of receipt of
communicatio

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Calculation Measurement Reporting

S. No. Measurement Definition Target Penalty
Period Interval period

defined time frame as per the n from RISL to > 24 hrs Rs. 2500 for every
requirements from RISL update the IVR additional 24hour slot
tree beyond the target, to
be deducted from
quarterly payment
9. Content Time taken by SI to update Need basis Time will be N/A Within 2 days of Rs. 2500 for every
Update the content created for calculated receipt of notification day beyond the
various services. from the time from RISL/ target, to be
of notification participating deducted from
of change in department quarterly payment
content by
RISL/
Participating
department by
letter/ email.

10. Agent Time taken by SI to add/ Need basis Need basis Need basis Increase upto 10% Nil
Placement replace an agent additional seats-
Within 2 weeks

Increase beyond 10%

additional seats-
Within 4weeks

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ANNEXURE17 – INDICATIVE FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS

A list of Indicative Functional Requirements and deliverables envisaged by Purchaser is given
below and the bidder must send the compliance to these requirements:

Indicative Functional Requirements

a) Customer Relationship Management (Rajasthan Sampark application page)-
S. Functional Requirements –CRM (Customer Relationship Compliance
No. Management) (Y/N)
1. It should be integrated with IVR, ACD, other existing applications (as
and when required), and portal (provided by SI to be accessed by
department users), email server, SMS server to provide 360 degree
view of caller.
2. It should be Rules-based – allowing the application to be modified to
meet the changing needs.
3. It should be secured with single sign-on facility. The application should
be configured to allow agents to login into all applications automatically
without re-entering username/password into these applications.
4. It should provide a 360 Degree view of caller information to make Call
Centre user more informative about caller /caller including call routing,
service request status, and caller contact information.
5. It should allow agent to capture the basic information for informational
services including but not limited to:-
a) Name
b) Sex
c) Phone/mobile number
d) Address
e) Reason for contact
f) Query details
g) Date
h) Department Name
i) Assigned to
6. It should be integrated with Call Centre database which will store the
caller's information.
7. CRM should support the content management containing scripts and
FAQs for informational services. It should also provide a search facility
to the agent to search query in the maintained FAQ's.
8. CRM should provide access to update the FAQ's periodically.
9. It should support to record all new queries asked by callers.
10. Customer Relationship Management must generate a Unique Service
request Number that shall be provided to the caller. This Unique

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S. Functional Requirements –CRM (Customer Relationship Compliance

No. Management) (Y/N)
Service request should be designed to ensure its uniqueness across
the complete solution.
11. When a new query record is created, an e-mail/sums can be
automatically sent to the caller confirming that a new case record has
been created with a unique service request number, name of the caller
and query name with query status.
12. CRM should support SMS/email facility on the change in the status
(open, pending, closed etc) of the query of the caller. A SMS should
be send to the caller with the service request no, name of the caller,
query name with query status.
13. The Agent must have facility to mark calls as call back on a certain
date & time etc with his specific remarks in detail in CRM. System
should inform the agent (who is free for follow-up) for call back on
reminder date and time.
14. It should allow the system to provide the status of the query to the caller
through voice and/or SMS (in response to customer’s SMS)
15. When new case (queries) records are created, they can be
automatically assigned to the appropriate person using predefined
assignment rules. When cases (queries) are assigned to someone, this
person can be automatically notified of the case via e-mail.
16. CRM should support workflow engine which will help in implementation
of case management activities. Based on workflow, case records can
be automatically assigned to a work queue (using predefined
assignment rules)
17. CRM should automatically notify via email about the escalated case to
all of the people who comes under escalation rules.
18. CRM should support the escalation rules applies for non-closure of
query within a certain period of time
19. It should support case escalation rules can be defined that will control
the automatic escalation of a case when specified conditions are met
20. It should support a configurable case "status" data field which is used
to track the status of each case(e.g., new, escalated, on-hold, closed,
etc)
21. CRM should support a case record which is created or updated, a
history record (of the change) is automatically created and associated
with the case
22. It should allow agent to close the call by changing the status of service
request to "Closed". System should automatically send an email/SMS
to caller and email to the concerned department about the closure of
the query.

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S. Functional Requirements –CRM (Customer Relationship Compliance

No. Management) (Y/N)
23. When Agent makes the call to inform caller about the query, all the
caller details will be available on his screen like Caller name, service
request no, status, query, date & time of query etc in CRM.
24. It should allow search feature to search the query by its service request
number, name of caller, mobile/phone number.
25. CRM should support mass email/SMS facility that can be used to send
out responses to many people encountering the same problem.
26. It should support for "call back" option in the event of long call waiting.
27. It should define automatic routing and escalation (routing to a
supervisor) of a work item as a result of a trigger activating.
28. It should have ability for screen customization to reflect agent
preferences or specific service requirements. Agents should be able to
select the categories they want on their personal screen(s) – such as
task and service information – as well as filters to be used – such as
“show all service requests”, "overdue service request" “just open
service requests,” and “just service requests submitted in the last 7
days.”
29. It should support the document management which will send the
documentation to the caller in the form of existing Government
documents, email, custom letters etc.
30. CRM should support all the templates email, SMS, government forms
that are maintained in the document management system.
31. It should support Alert mechanism. Whether the alerts are posted
through an e-mail or SMS system, shown as a pop-up window or
created and routed as a special work item.
32. It should support the audit trail of the alerts that are triggered along the
process.
33. It should support integration of line of business applications with CRM
application
34. It should provide comprehensive tracking of caller interaction and
agent’s activities.
35. The application must be configured to support more than one active
session for a call center user so as to support more than one
concurrent caller at a given time during escalation.
36. It should support the workforce management. It should be able to
forecast the volumes of staff requirements by using such service
standards as the grade of service, average waiting times and the
average time needed to handle each customer contact, including wrap
activities.

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S. Functional Requirements –CRM (Customer Relationship Compliance

No. Management) (Y/N)
37. System should have an authentication mechanism before grievance
status details are shared with the caller.
38. Unique user id and password should be provided to the designated
officers of Purchaser.
39. Content management should be integrated with CRM and maintain
Call Centre procedures.
40. CRM system should support auxiliary codes to enable Call Centre
agents to indicate their current mode of operation (i. e.
Available/Unavailable/Wrapping Up/At Lunch, etc…) and the same
must be reflected in the reporting tool.
41. All logged tickets/ calls should follow the escalation mechanism
defined in the standard operating procedure
42. System databases will be used to manage caller account and other
information, which will be used to collect, track, and report caller
service requests and service delivery.
43. To integrate with Social media tools/applications and create grievance
directly from social media sites

b) Computer Telephony Integration and Automatic Call Distributor

Computer Telephony Integration

S. Functional Requirements –CTI (Computer Telephony Integration) Compliance

No. (Y/N)
1. It should be able to link ACD, IVR, call recording etc. to information
held on a CRM database about the inbound caller.
2. It should be able to support the following information messages and
options that are relayed to voice callers while they are waiting in
queues or put on hold by the contact centre agent, including but not
limited to:
a) Marketing messages (Later Stages of Call
Centreimplementation)
b) Music
c) Specific message after configurable time (i.e. Voice Mail)
3. It should transfer relevant information about the individual caller and
the IVR dialog from the IVR to the agent desktop using a screen pop
based on CLI (Caller Line Identification)/ANI (Automatic Number
Integration)/DNIS (Dialed Number identification sequence) when
caller got connected.
4. It should be suitably integrated with CRM and other communication
media (phone/email/SMS) to send/receive data which needs to be
populated on agent screen and must also update the IVRS usage
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S. Functional Requirements –CTI (Computer Telephony Integration) Compliance

No. (Y/N)
details into the CRM as the caller traverses through the IVRS and
reaches the agent.
5. CTI should perform following functions including but not limited to: -
a) It indicates that the call has entered the setup phase.
b) Call is considered as delivered when the call starts ringing
c) Call establishes when call is answered.
d) Call is cleared when the voice connection is terminated.
e) Call is completely ended when the logical call appearance
(including call data) is complete.
f) Under call transactions, call can be moved from the active to
held state or the call is removed from hold.
g) Call can be transferred to another agent or other Call Centre

Automatic Call Distributor

S. Functional Requirements –ACD (Automatic Call Distributor) Compliance

No. (Y/N)
1. ACD should provide the capability of combining data with IVRS menu
system that can be intelligently route calls requesting further
assistance.
2. It should be able to put caller on hold if no agent is available and
keeping caller informed about the status of the call. Also support
relying messages (as defined by the Purchaser) during the hold
period.
3. It should be designed such that it can handle high volumes of calls
efficiently.
4. It should follow call routing to the agents with following features. It
should follow at least one of the features mentioned below:
a) With 'Least Recent' - the extension that received a call the longest
time ago will be on the top of the list
b) With 'Fewest Calls' - the extension that received the least number
of calls will be on the top of the List
c) Random Selection-Routing to the agents with first agent picks the
call, it will be closed for the other agents.
5. It should allow Call Centre agents to be members of multiple ACD
groups. Each agent should have unique identification.
6. It should be able to transfer call to another agent with call data
attached.
7. It should support routing for emails received on the Contact Center
email account

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S. Functional Requirements –ACD (Automatic Call Distributor) Compliance

No. (Y/N)
8. It should allow Call Centre agent to transfer the call to other Call
Centre.
9. During later stages of Call Centre implementation, it should provide
skill-based routing of the calls to the agents based on the skills.
10. During later stages of Call Centre implementation, system should
allow agents to log in to multiple skills with different levels of priorities
for the Skills.

c) Interactive Voice Response System-

S. Functional Requirements – IVRS (Interactive Voice Response Compliance
No. System) (Y/N)
1. When a call lands on the Call Centre system, the caller should be
greeted with a pre-recorded welcome note in Hindi language.
2. It should support voice and DTMF (touch tone shortcuts that can be
used in sequence) signaling based menu service. Caller can access
the information more quickly or opt to talk to agent, without having to
"drill down" through the menu structure with every call.
3. It should support Hindi Language
4. It should change the IVR route based on the language selected
5. There should be an option available to the caller to opt for talking to
agent by pressing pre-defined digit any time during the IVRS
announcements (For first 2 months, after selecting language the call
should be routed to the agent. Later on, as per need, there should be
expansion in IVR tree)
6. It should be able to identify a caller (new - with phone number and
existing caller with name and phone number) using CLI (Caller Line
Identification), /ANI (Automatic Number Integration)/DNIS (Dialed
Number identification sequence)
7. It should identify the caller through CLI and pass on relevant
information to the screen pop up at agent’s desktop by seamless
integrating with the Automatic Call Distribution/Computer telephony
integration. For new caller, the screen pop up's at agent's desktop with
only its mobile/phone number. For existing caller (present in Call
Centre database), the screen pop up's at agent's desktop with name
and mobile/phone number. For the existing caller, the agent should
greet him with his name.
8. It should ensure routing accuracy as per design. It should allow
transfer to agent anytime during the Interactive Voice Response
System announcement.

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S. Functional Requirements – IVRS (Interactive Voice Response Compliance

No. System) (Y/N)
9. It should retrieve agent availability from Automatic Call Distribution
and announce to the caller the expected wait time to talk to an
available agent.
10. It should support audio-text for playback of music, regulations,
procedures, social messages (to be decided by Purchaser during
Implementation phase of the project) as per the IVR Call Flow & Call
Tree.
11. The caller can be given the option to wait in the queue or request a
callback
12. After pilot phase, it should have ability to add multiple marketing
messages on the IVR system
13. After pilot phase, it should allow users to schedule different marketing
messages in specific dates and for a specific period.
14. There shall be a provision of scalability of IVRS so that over a period
of time, it will take care of maximum functionalities of the Call Centre
(feasible through IVRS) under this Project. Features of scalability will
be finalized during Implementation Phase of the Project.
15. There should be adequate number of IVR ports to ensure that all calls
meant for Call Centre are able to reach there.
16. The delivery of Informational and Transactional services through
IVRS mode shall be provisioned during the later stages of the Call
Centre implementation, if the back-end IT infrastructure at the State
level can support.

d) Recording Solution-
S. Functional Requirements –Recording solution Compliance
No. (Y/N)
1. The system should record voice conversation between Call Centre
agent and caller at the time of documenting request, department
official and Call Centre agent at the time of resolving query and map
it to unique Service Request Number. The Call Centre should have
facility to record, replay and monitor all calls for a period of 180 days.
This should capture at least the following information:
a. Date
b. Time
c. Call Duration
d. Agent ID
e. Caller Number
f. Service Request Number
g. Number Dialed for Outbound Calls
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S. Functional Requirements –Recording solution Compliance

No. (Y/N)
h. Inbound/Outbound Identifier - System Generated

2. The agent ID and call record should be linked to the recorded query.
The recorded query can be viewed by agent but cannot be modified.
3. The system should also record the outbound communication of Call
Centre agent and the caller at the time of providing answer to
unresolved query.
4. It should provide search facility with following information:-
a. Date
b. Time
c. Call Duration
d. Agent ID
e. Caller Number
f. Service Request Number
g. Number Dialed for Outbound Calls
5. Basic information about every caller should be recorded and stored
in a database by the agent. This database shall be updated every
time a new caller calls up.

e) Management Information System (MIS)-

S. Functional Requirements –MIS (Management Information System) Compliance
No. (Y/N)
1. MIS should generate reports based on: -
a) Type of queries/grievances
b) Department wise
c) District wise/Block wise
d) Repeat Request/Complaints
2. It should generate different types of reports on Number of calls: -
a. Total Number of Calls- Inbound and Outbound
b. Number of Calls Diverted to Call Center Agents from IVR
c. Number of calls dropped on the IVR stage
d. Number of calls transferred to other Call Centre
3. It should generate Queue analysis reports. The below mentioned
queue analysis list is including but not limited to: -
a. Number of Waiting Calls
b. Average Call Time
c. Average Waiting Time
d. Abandoned Calls
4. It should generate Agent reports (Summary for All the Agents, and
Detailed by each agent):
a. Login & Logout Time
b. Average Speed of Answer Time
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for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Functional Requirements –MIS (Management Information System) Compliance

No. (Y/N)
c. Average Talk Time
d. Average Handling Time
e. Average Hold Time
f. Average Wrap up time
g. Number of Dropped Calls before Pickup
h. Number of Dropped Calls after Pickup
i. Idle Time
j. Time Agent is Ready
k. Outbound Calls - Destination Numbers & Duration
l. Number of Emails Received
m. Number of Call Backs
n. No answer
5. It should also be capable of generating customized reports/ MIS
including graphical reports as per Purchaser’s requirement; Reports
should also be available in web-enabled format & should be
configurable to be mailed to a defined mailing list.
6. It should provide flexible report formats, in xls, txt or any other user-
friendly structure including graphics from time to time.
7. Standard reports (like IVRS, ACD etc) should be generated on hourly,
daily, weekly, monthly, quarterly, half yearly and yearly.
8. It should be integrated with portal (provided by SI) which provides
access to designated officers of purchaser for report generation.

f) Other general requirements -

S. Functional Requirements –Other general requirements Compliance

No. (Y/N)
1. Rajasthan Sampark Helpline Call Centre should support
a. Manual as well as predictive dialing on outbound calls
b. Live reporting feature
c. Live voice recording feature
2. Incoming IVR should support “play recording” feature on selected
options
3. SSO should be activated for all Call Centre agents for both Rajasthan
Sampark helpline application portal and dailer.
4. Sticky agent feature should be provided for all agents. When a
registered caller calls the calls should be automatically routed to those
agents which are mapped with the specific caller.
5. Dialer and Rajasthan Sampark Helpline application portal should be
integrated by use of CLI/API

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related services
for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

Non-Functional requirements
a) User Access Management
S. Non-Functional Requirements-User Access Management Compliance
No. (Y/N)
1. It should provide access to functions within modules restricted to
authorized users.
2. It should provide logging by unique user id and password.
3. Users access should be restricted to different levels as program,
module, transaction, etc.
4. System should notify security administrator of unauthorized access or
attempted access and record in a log with reporting
5. System should provide multilevel security at agent, supervisors,
administrator level
6. System should allow for administration of system users including:
a) Add new users
b) Delete existing users
c) Modify user profile and preferences (standard
phrases,vacation mode)
7. System should allow for administration of content
(categories/response templates) including:
a) Add new categories/response templates
b) Delete categories/response templates
c) Modify categories/response templates (text)
8. System should allow for administration of e-mail processing
(queues/rules) including:
a) Add new rules to properly route and categorize messages
b) Add new queues as organizational structure changes
c) Change dynamics of queues as needed (i.e. timeout
parameters, escalation, assigned users, queue priority)
9. Supervisors, administrators, and other appropriate persons
(participating departments official) can be set up with the software
needed to run reports
10. System should be able to support role-based access control
11. The solution should have the ability to provide multi-level access
management. The following should be provided: -
a. User identification
b. Limitation of user rights to perform operations
c. Data confidentiality provision
d. User actions audit and protocols
12. The system should have the ability to provide user and user group
authorization administration tool to assign security levels to functions
and data, and allow the access by users / by groups with valid security
level only

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related services
for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Non-Functional Requirements-User Access Management Compliance

No. (Y/N)
13. The system should have the ability to assign activities to roles, and
map roles to users
14. Users should not be allowed to access the database directly
15. System should allow providing access level security for reports at
Field level - show / hide
16. System should provide centralized repository of all identification and
access control data
17. System should have ability to provide access level security for Entry
forms at Field level- allow, read only, Hide
18. It should support of LDAP (Lightweight Directory Access Protocol) to
allow systems access to the directory

b) Audit Trail
S. Non-Functional Requirements-Audit Trail Compliance
No. (Y/N)
1. The system should allow archiving of queries which shall include both
text and voice recording. Audit trail of archival with time and date stamp,
will be automatically maintained by the system.
2. The system should allow recovery of data in case of hardware failure
and data corruption. It should be able to perform recovery to a point of
time, to known backup database.
3. The system should ensure that the audit files are stored in un-editable
formats
4. The system should be capable of providing Audit Trail: Audit trail of
Time Stamp & User ID stamp for the following: -
a) Service Name
b) Status of the Query
c) Caller Mobile Number
5. The system should maintain audit trail of any update in the status of the
query.
6. It should be possible to audit users at the form level, user level and at
the organizational role level
7. Audit system should be centralized, secured, and should provide detail
insight in audit data (who did what, to what data and when)
8. The system should enforce separation of duties between auditors and
administrator
9. The system should provide direct access to the auditor's to view audit
reports and should be able create custom reports
10. The system should have the ability to identify users that have exploited
access privileges, identify root causes of conflicts and be capable of
interrogating the security log

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related services
for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

c) Security-
S. Non-Functional Requirements –Security Compliance
No. (Y/N)
1. The system should be capable of providing Authorization by the
Username, User Role
2. The system should be capable of providing One user multiple roles
and vice versa
3. The system should be capable of providing automatic timeout for user
(log out)
4. The system should be able to allow definition of rules for password
composition and password encryption.
5. System should support configurable password policies including
Password expiry Password history and reuse policy
6. Session limits must exist for the application. For each session type,
there must be limits the maximum time length of an idle session
7. System should allow proxy users. For example, an executive can
designate an assistant as a proxy, allowing that assistant to create,
edit transactions on behalf of that executive.
Theaudit thereafter should state that the action was performed by the
proxy user on behalf of a particular user
8. System should display an appropriate warning message upon user
logon. The
warning message need not include the following four general
elements verbatim but must convey the same meaning:-
a) Use of system constitutes the user's consent to monitoring.
b) Use of system is limited to official Login use only.
c) Notice that this is a Login system
9. The database should support role based access control, user based
privileges
10. The system should have the option to encrypt data before transferring
over a network.
11. The system should have the option to encrypt the data stored in the
database

d) Data Network -
S. Non-Functional Requirements –Data Network Compliance
No. (Y/N)
1. System should provide Fail Safe Data Network to transport data,
voice, web etc to Contact Centre location with adequate bandwidths
2. Network security should be maintained by having password and audit
control on Network equipment
3. Internet connectivity should be restricted (i. e. only necessary sites
are accessible).

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related services
for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

e) Archival-
S. Non-Functional Requirements –Archiving Compliance (Y/N)
No.
1. The system should be able to archive data, based on user specified
parameters (i. e. data range) and restore archival data when
required
2. The system should support change in database and should be able
to retrieve the archived data.

f) Availability
S. Non-Functional Requirements –Availability Compliance (Y/N)
No.
1. The system uptime should be 99.7 % during working hours (24X7)
2. The dashboards and the management platforms components need
to be available for 90% of the time.

g) Scalability
S. Non-Functional Requirements –Scalability Compliance (Y/N)
No.
1. The solution should be highly scalable and capable of delivering high
performance as & when transaction volumes/ callers increases
without compromising on the response time

h) Performance
S. Non-Functional Requirements –Performance Compliance (Y/N)
No.
1. The solution should be able to deliver high performance as & when
transaction volumes/ calls increases without compromising on the
response time. System components should be able to take load
during peak hours of the contact centre.
2. The user needs to be able to launch the application quickly and log
into the application with minimal latency time.

i) Workflow
S. Non-Functional Requirements –Workflow Compliance (Y/N)
No.
1. The solution should have the ability to support automated workflow
designed to address needs of business users
2. The solution should have the ability to support multiple workflow
paths that are
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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related services
for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Non-Functional Requirements –Workflow Compliance (Y/N)

No.
automatically selected based on request/user attributes, including
escalation paths
3. The solution should support standard work flow languages
4. The workflow should have a rules engine that allows rules to be
created to define query resolution hierarchies
5. It should be possible to create workflow diagrams that can be shared
with participating departments to verify the workflow
6. The workflow should provide a drag and drop GUI basedsingle/
common design tool to define and alter business process across all
modules of the Solution
7. It should be possible to define the process hierarchies top down or
bottom up to support distributed workflow process definition
8. There should be no limit on the hierarchy levels that can be defined
9. It should have workflow with the ability to define business rules
without the need
for programming, including alerts and trigger

10. The workflow should interface with email system supporting SMTP
for sending out answers to queries and IMAP for receiving the
queries

j) Back up
S. Non-Functional Requirements –Workflow Compliance (Y/N)
No.
1. The solution should support the back up and recovery of the data

k) Antivirus
S. Non-Functional Requirements –Workflow Compliance (Y/N)
No.
1. Firewall and IDS/IPS protection should be in place
2. Proper Antivirus security with centralized updates

l) EMS
S. Non-Functional Requirements –Workflow Compliance (Y/N)
No.
1. It should support the monitoring of the entire transaction
infrastructure- application and web servers, messaging middleware
and databases end to end.

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 RFP for Selection of SI for establishment of Call Centre and provide Call Centre related Services for Rajasthan Sampark 2.0 (CM Helpline) for
Government of Rajasthan

ANNEXURE- 18: PROCESS FLOW GRIEVANCE REGISTRATION THROUGH (181) HELPLINE

Grievance Registration Module : The SI is expected to make necessary provisions in the system so that grievances can be registered through the CRM. This would
require seamless integration between the two applications. An illustration of the grievance registration process is provided for understanding purpose.

Grievance registration through 181 Helpline

Process Map: Grievance Registration through 181 Helpline

S. No. Parameter Details

1. Objective: To register citizen’s grievance by calling 181 helpline
2. Primary stakeholders: Citizens, 181 Helpline Executive
3. Software application Involved CTI Solution, Rajasthan Sampark Helpline portal for registration of grievances

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

Process Description – Grievance Registration through 181 Helpline

S. Step Details Documents Responsibility

No. Involved
Grievance Registration Process Details
1. Citizen calls the call center (181  NA Citizen
helpline) for lodging grievance
2.  181 helpline executive picks  NA 181 Helpline
up the call and narrates the executive/CTI
welcome script, logs on to the solution/ Rajasthan
Rajasthan Sampark portal. Sampark Portal
 Asks the citizens to provide
necessary information as per
the grievance entry form
Note:
o The mobile number of the
complainant is automatically
transferred from CTI to
Rajasthan Sampark Portal
o In case any grievance has
been registered earlier –
details such as complainant
name, address and mobile
number are automatically
filled in the grievance entry
form of Rajasthan Sampark
Helpline
3. Citizens provide necessary  Id type and Id Citizen
information e. g. complainant number
details, grievance area and
grievance details as per the
information sought by the
helpline executive
4. Helpline executive enters all the NA 181 Helpline
details in Rajasthan Sampark executive
Portal as per the information
provided by the citizen and
submits the form to Rajasthan
Sampark Portal
Note:
o The call center executive also
enquires with the complainant
if the mobile number to be
filled in the entry form should

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Step Details Documents Responsibility

No. Involved
be same as the number from
which the call is made.
o In case the number is same,
the call center executive
continues filling the other
necessary information as per
the grievance entry form
o In case there is a change in
the number, the helpline
executive modifies the
number, and the system
prompts for mobile
verification. An OTP is sent to
the entered mobile number.
Citizens shares the OTP and
in case of successful
validation, Rajasthan
Sampark Portal accepts
enables the form for further
filling.
5. System generates Grievance Id Rajasthan
and sends it to the complainant Sampark Portal
‘s registered and verified mobile
number and the grievance Id is
also reflected on the screen for
reference of the helpline
executive
6. Helpline executive shares the NA 181 Helpline
grievance Id with the citizen executive
7. Citizen receives the grievance Id NA Citizen
both from the 181 helpline
executive and through SMS.
Keeps this grievance Id handy
for future reference
Process of Document sharing and uploading, after registration of grievance
8. In case after registering the Supporting citizen
grievance through 181 helpline, documents of
citizen wants to upload some grievance
supporting documents, the
citizen needs to send the soft
copy of the documents to email

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services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Step Details Documents Responsibility

No. Involved
id.
[email protected]
Mentioning the grievance id in
the subject line.

9. Helpline executive receives the Email Helpline Executive

mail and searches if the
attachment is available. (in case
the attachments are missing, or
the grievance id is missing, the
helpline executive writes back to
the citizen for resending the
attachments/ supporting
documents go to step 8 else go
to step 10)
10. Helpline executive logs on to the NA Helpline Executive
Rajasthan Sampark application
through SSO id. Searches the
grievance either through
grievance id or mobile number (if
available)
11. System searches and reflects NA Rajasthan
the grievance id along with the Sampark Portal
following options
o Viewing grievance
o Entering suggestions (if
any)
o Uploading documents
Note: in case he grievance id is
not correct the system reflects a
message about the error and the
helpline executive writes back to
the citizen for sending correct
grievance id. And once the
documents are received, the
same is uploaded in the portal.
12. Helpline executive clicks on the Documents Helpline Executive
“upload document” button and received from
enters remarks and choose citizens
saved files to upload and click
on to submit.

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services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Step Details Documents Responsibility

No. Involved
Note in case wrong file is chosen
for uploading, the citizen repeats
the process of choosing files
and clicks on submit.
13. On submission the documents NA Rajasthan
are uploaded, and system saves Sampark Portal
the record

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

Short Form – Fields and validation: (Indicative)

S. Field Parameter Form Validation Purpose

No Type
1. Mobile Number* Text Box Only 10 digit  To authenticate the
numerical value complainant so that
and the number valid grievance is
should not start entered in the system
with “0”  Contact back the
complainant during
the grievance
redressal process by
the Departmental
User
 For verification of the
grievance disposal
2. Send OTP to verify On Click NA For sending a 4 digit
OTP to the entered
mobile number
through SMS
3. OTP entry* Text Box 4 digit To check if the sent
numerical value OTP is same as the
entered OTP
4. Verify On click NA To validate and verify
if the mobile number
entered is valid and
authentic
5. Resend On Click NA To resend OTP to the
entered mobile
number in case the
OTP is not received
on time
6. Complainants Text Box Only Alphabets To identify the owner
Name* and no entry of of the grievance
any Special
Characters
apart from “.”
7. Grievance Text Box Free text To understand the
Description* exact issue of the
citizens and the
expected relief sought
by the citizens
8. Upload Document On click  Only, PDF, To provide supporting
JPG, JPEG, documents w.r.t. the
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services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Field Parameter Form Validation Purpose

No Type
WINRAR, entered grievance and
MP3, MP4 help in the process of
 Size limit – 25 grievance redressal
MB
9. If help is needed to
register grievance*
Yes, help of citizen Radio Only one If this option is
contact center is button for selection out of selected, the system
needed to selection the provided will generate a
complete this options temporary Id. And a
grievance short form is
registration submitted in
Rajasthan Sampark
Portal which is
intimated to the
Helpline Executive for
further processing
No, I will complete Radio If this option is
the grievance button for selected, on
registration myself selection submission a “long
Form” is opened by
the system and all the
saved filled in
information are saved
and auto filled in the
long form

Long Form- Fields and validation: (Indicative)

S. Parameters Field Validation Purpose

No Type Details
1. Complainant’s Details
a. Mobile Number* Text Box Only 10 digit  To authenticate the
numerical value complainant so that
and the number valid grievance is
should not start entered in the
with “0” system
 Contact back the
complainant during
the grievance
redressal process

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services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
by the
Departmental User
For verification of the
grievance disposal
b. Id Proof Drop Select from the To authenticate the
Down following options: identification of the
 Aadhar Card complainant so that
 Bank Account valid grievance is
Number entered in the
 Bhamashah Id system
 Driving License
 NREGA Job
Card
 PAN Card
 Passport
 Ration Card
 Voter Id Card
c. Id No. Text box Enter Id number To authenticate that
(validation should Valid id proof option
be in line with the is selected by the
selected Id proof user
type)
d. Name* Separate Only Alphabets To identify the
Text Entry and no entry of complainant
for: any Special
 First Characters apart
Name from “.”
 Middle
Name
 Last
Name
e. Gender* Drop Select from the To ascertain the
Down drop down list gender of the
 Male complainant
 Female
 Others
f. Father’s /  Radio Only Alphabets To identify the father/
Husband’s Name button for and no entry of husband of the
selecting any Special complainant
the Characters apart
options from “.”
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services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
 Text
Entry in
the form
of First
name,
middle
name
and last
name
g. Search Location  Drop  Select from the To identify the
down for drop down location of the
selecting o Block/ complainant
location Panchayat
type Samiti
 Text Box o Citi/ Town
for o District
entering o Gram
few Panchayat
words of o Village
the exact  On entering few
location words of the
exact location,
the system will
prompt similar
locations for
selecting and
once any
location is
selected, the
address section
of the grievance
entry for will be
auto selected
h. Country* Drop Select from the To ascertain the
Down drop down list current residing
 India county of the
 Others complainant
Note: in case
other option is
selected, the
system prompts
to enter the
following field for

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
entering detailed
address:
 Landmark 1
(Free Text)
 Landmark 2
(Free Text)
 Landmark 3
(Free Text)
 PIN Code
(Numerical
value)
 Full Address
(alphabets,
numeric and
special
characters with
in 500 words)
i. State* Drop Select from the To identify the
Down list of all the current state of the
states of India (in complainant
case India is
selected in the
country option)
Note: in case any
other state apart
from Rajasthan is
selected, the
system prompts
to enter the
following field for
entering detailed
address:
 Landmark 1
(Free Text)
 Landmark 2
(Free Text)
 Landmark 3
(Free Text)
 PIN Code
(Numerical
value)
 Full Address
(alphabets,
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S. Parameters Field Validation Purpose

No Type Details
numeric and
special
characters with
in 500 words)
j. PIN Code Text entry In case
Rajasthan is
selected as state,
Option for
entering the PIN
number should
be prompted. On
correct entry of
Rajasthan
related PIN code
number, the
system should
automatically fill
in the District,
rural/ urban,
Block/ City, Gram
Panchayat/
Ward, Village/
Colony details. In
the subsequent
section of the
form
*in case the
entered PIN
Code is not
correct the
system should
provide the
options of
entering the
subsequent
details manually
OR re-entering
the correct PIN
code number
once again
k. District* (for both Drop Select from list To identify the
Rural and Urban) Down of33 districts of current district of the
Rajasthan complainant

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services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
l. Rural/ Urban Radio Select either rural To identify the
button or urban location in under
rural or urban
category
m.  Block / Drop Select from the To identify the
Panchayat Down list current Block/
Samiti* (Rural) corresponding to Panchayat Samiti/
 Citi/ Town* the selected Citi/ Town of the
(Urban) District complainant
n.  Gram Drop Select from the To identify the
Panchayat* Down list current Gram
(Rural) corresponding to Panchayat/ Ward of
 Ward* (Urban) the selected the complainant
Block/ Panchayat
Samity/ Citi/
Town
o.  Village* (Rural) Drop Select from the To identify the
 Colony* (Urban) Down list current Village or
corresponding to Colony of the
the selected complainant
Gram Panchayat
or Ward
p. Landmark 1 Text box alphabetic, To identify the
special and current detailed
numeric address of the
character complainant
q. Landmark 2 Text box alphabetic,
special and
numeric
character
r. Landmark 3 Text box alphabetic,
special and
numeric
character
s. Complete Address Text box alphabetic,
special and
numeric
character
2. Grievance Area

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services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
a. If complainant Check Box NA Automatically fills the
address is same subsequent address
as grievance details If the
address grievance address is
Note: if same as the
complainant area complainants
is not in Rajasthan, address
this option should
be disabled
b. Search Location After entry of few
words the system
should prompt
similar location to
choose from the
list
c. PIN Code Text entry In case PIN Code
Rajasthan is
selected as state,
Option for
entering the PIN
number should
be prompted. On
correct entry of
Rajasthan
related PIN code
number, the
system should
automatically fill
in the District,
rural/ urban,
Block/ City, Gram
Panchayat/
Ward, Village/
Colony details. In
the subsequent
section of the
form
*in case the
entered PIN
Code is not
correct the
system should
provide the
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services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
options of
entering the
subsequent
details manually
OR re-entering
the correct PIN
code number
once again
d. District* Drop Select from list To identify the district
Down of33 districts of of the grievance area
Rajasthan
e. Rural/ Urban* Radio Select either rural To identify the
button or urban grievance location in
under rural or urban
category
f.  Block / Drop Select from the To identify the Block/
Panchayat Down list Panchayat Samiti/
Samiti* (Rural) corresponding to Citi/ Town of
 Citi/ Town* the selected grievance area
(Urban) District
g.  Gram Drop Select from the To identify the Gram
Panchayat* Down list Panchayat/ Ward of
(Rural) corresponding to the grievance area
 Ward* (Urban) the selected
Block/ Panchayat
Samity/ Citi/
Town
h.  Village* (Rural) Drop Select from the To identify the
 Colony* (Urban) Down list Village or Colony of
corresponding to grievance area
the selected
Gram Panchayat
or Ward
i. PIN Code Text box Numeric To identify the PIN
character with 6 Code of the
digit grievance area
j. Landmark 1 Text box alphabetic, To identify the
special and detailed address of
numeric the grievance area
character

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
k. Landmark 2 Text box alphabetic,
special and
numeric
character
l. Landmark 3 Text box alphabetic,
special and
numeric
character
m. Grievance Area* Text box alphabetic,
special and
numeric
character (word
limit of 500
words)
n. Police Station Drop Select from the To identify the
Down drop down list of nearest police
police stations. stations as per the
grievance address
Note: The drop
down list should
be automatically
updated as per
the selection of
district/ block/
Gram Panchayat/
Citi/ Ward/
Colony
5. Grievance Description
a. Grievance Type* Radio Selection options To categorize the
button  Grievance grievance so that it is
selection  Development allocated to the
Related appropriate officer
 Employee
Related
 Investigation
Related
 Corruption
Related
 Against any
individual

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
 On behalf of any
Group/
Institution/
Organization
b. Department Type* Drop Select one option To identify if the
Down from drop down grievance lodged
list against any
department. Bureau,
boards,
c. Department Drop Select one option To identify the name
Related to the Down of the department of the department so
grievance* as per the that allocation of the
grievance grievance can be
Note: the drop made to the
down list should concerned ground
be updated as level officer,
per the selected
option in
“Department
Type”,
d. Major Subjects/ Drop Select option To identify the
Projects/ Down from the drop subject of the
Schemes* down list of department so that
subjects. allocation of the
Note: the drop grievance can be
down list should made to the
be updated as concerned ground
per the selected level officer,
option in
Department
related to the
grievance
e. Service / Schemes Drop down Select option To identify the
related to from the drop schemes / Service
grievance* down list of related to the
Service/ grievance.
Schemes.
Note: the drop
down list should
be updated as
per the selected
option in major

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
subjects related
to the grievance
f. Grievance Text Alphabetic, To identify and
Description* Special understand the exact
Character and problem being faced
numeric by the complainant
character
Note: Word limit
up to 2000 words
g. Relief Required* Text Alphabetic, To understand the
Special expectations of the
Character and complainant
numeric
character
Note: Word limit
up to 200 words
h. How long (in days) Text entry Numeric values To mark the age of
you are facing this grievance
problem
(Grievance Age)?
i. Have you lodged Radio Yes or NO To identify if any
same grievance Button grievance was
earlier lodged earlier for the
j. same issue
if yes please Text Box Alphanumeric
provide Grievance
id
k. Upload Document On Click PDF/JPG/ JPEG/ To upload any
WinRAR/ WinZip/ supporting
MP3/MP4 documents as a
Note: Up to 25 proof of the
mb Acceptable grievance
l. Captcha Text Enter Text For security and
(automatically ensuring authentic
updating of grievances are
captcha as per the registered in the
valid session) portal
m. Declaration Check Box Section on click To ensure that the
complainants are
certifying the
authenticity of the
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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
information being
submitted
n. Submit On Click On submission To ensure all
Submissio the system necessary
n checks if all the information are filled
necessary to lodge the
information are grievance
being entered. In
case some
mandatory
information are
not entered, the
system identifies
the error and
reflects the same
on the screen

Searching Grievance and uploading documents - Fields and validation:

S. Parameters Field Validation Purpose

No Type Details
1. Selection : Radio  Only one  Enable the user to
Grievance id./ Button selection select any option for
Mobile Number which the current
status of the
Note: On
grievance is being
selection of
searched
grievance ID the
system will ask
the citizen to
enter the
grievance id and
on selection of
mobile number
the system will
ask the user to
enter the 10 digit
mobile number
against which the
grievance has
been registered
Grievance Id Text Box  Alphanumeric  To get the reference
and in line with grievance id for

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
the structure of which the status is
the grievance id being searched or
generated by against which
the system supporting document
needs to be
uploaded
Mobile Number Text box  10 digit numeric  To get the reference
value and the mobile number
value should not against which
start with “0” grievance has been
registered
andcurrent status is
being searched or
supporting document
needs to be
uploaded
2. Verification of user Click  On click  To authenticate the
through OTP button user so that
(if grievance id is anonymous user
entered, the cannot get any
system provides a confidential details
masked registered about any citizens
mobile number
(revealing the last
4 digits of the
mobile
number)and asks
the user to click on
send OTP to verify
3. Enter OTP Text  4 digit numeric  User authentication.
value. The
entered OTP
should match
the sent OTP
4.  Verify OTP  Click  On click  Submission of OTP
 Resend OTP button verification for authentication
 Cancel  On Click to  Resending OTP in
resend OTP case OTP is not
 On click to received on time
cancel the event  For cancelling the
of verification existing transaction
through OTP

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
5. In case Mobile Text  4 digit numeric  User authentication.
number is selected value. The
in Sl. No . 1, similar entered OTP
process of should match
authenticating the the sent OTP
user through OTP
(as mentioned in
sl. No. 3) is
followed
6.  Post successful authentication the grievance details are reflected in the
system with details such as Grievance Id, mobile no and following options :
Note: in case the authentication is not successful the entire authentication
process is repeated till completion of successful authentication process.
View Click  On click  To view the
button grievance details and
the current status of
the grievance
Suggestions Click  On click  To provide any
button suggestion on the
grievance or disposal
process
 Once this button is
clicked, a text box for
entering free text up
to 500 words are
opened which can be
submitted against
the said grievance
Upload document Click  On click  To upload any
button supporting document
 Once the upload
document button is
selected, the system
prompts to select
files from the system.
 Once files
(PDF/JPG/ JPEG/
WinRAR/ WinZip/
MP3/ MP4/ PDF/
DOC ) are selected
(up to 25 MB
max),the system

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

S. Parameters Field Validation Purpose

No Type Details
prompts to submit
the document
 On submission the
record is saved
against the
concerned grievance

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 RFP for Selection of SI for establishment of Call Centre and provide Call Centre related Services for Rajasthan Sampark 2.0 (CM Helpline) for Government
of Rajasthan

INDICATIVE WORKFLOWS
Indicative Work flow for Rajasthan Sampark Helpline Citizen Contact Centre (Inbound calls)

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related services for Rajasthan Sampark (CM Helpline 181) 2.0 for
Government of Rajasthan

Indicative Work flow for Rajasthan Sampark Helpline Citizen Contact Centre (Outbound calls)

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 RFP for selection of SI for establishment of Call Centre and provide Call Centre related
services for Rajasthan Sampark (CM Helpline 181) 2.0 for Government of Rajasthan

ANNEXURE 19: FORMAT FOR CVs after award of contract given to successful bidder
Format for the Profiles
Name of the person
Current Designation / Job Title
Current job responsibilities
Proposed Role in the Project
Proposed Responsibilities in the Project
Academic Qualifications:
o Degree
o Academic institution graduated from
o Year of graduation
o Specialization (if any)
o Key achievements and other relevant information
(if any)
Professional Certifications (if any)
Total number of years of experience
Number of years with the current company (the SI)
Summary of the Professional / Domain Experience
Number of complete life cycle implementations carried out
The names of customers (Please provide the relevant
names)
Past assignment details (For each assignment provide
details regarding name of organizations worked for,
designation, responsibilities, tenure)
Prior Professional Experience covering:
 Organizations worked for in the past
o Organization name
o Duration and dates of entry and exit
o Designation
o Location(s)
o Key responsibilities
 Prior project experience
o Project name
o Client
o Key project features in brief
o Location of the project
o Designation
o Role
o Responsibilities and activities
o Duration of the project
o Total team size
Please provide only relevant projects.
Proficient in languages (Against each language listed
indicate if read/write/both)
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