Sub: Clarification to the tender floated for Setting-up, Operation and Management of Customer Management Centre at Bhubaneswar Odisha.

Transcription

1 CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA Head Office: 2 nd Floor, IDCO Towers, Janapath, Bhubaneswar Tel (0674) , Fax: ID: atc@cescoorissa.com, Website : /CESU/AT&C/20152 Date.13/06/2012 Sub: to the tender floated for Setting-up, Operation and Management of Customer Management Centre at Bhubaneswar Odisha. Ref.: i) Tender : CESU/ AT&C/176/ ii) Tender Notice CESU/ AT&C/176/ / 17951, Date: iii) Pre-Bid Meeting held on at AM at 8 th Floor, CESU Conference Hall Sir, With reference to the above pre-bid meeting held on dated , the following on the pre-bid queries raised by the respective firms are mentioned below :- Name of the Firm: M/s. Phoenix IT solutions Ltd. 1 Clause Page 7 of 2 Page 5 of Section-I Clause-5 3 Page 8 of Clause Page 18 of Document Queries raised by the Firm CESU s The Bidder should have The scope of the tender minimum Three (03) years covers the processes of fuse working experience at off call complaints, handling Electricity / Gas / Water/ of commercial complaints, Telecom sectors in providing New service connections and services for Customer Care cash collections. The eligibility Centre/Call Centre having only asks experience either in business in India and must be Customer care or call center. in operation as on date of It would require experience release of this tender to handle new service document. connection and collection processes. Hence, we would request you to incorporate the experience in NSC and especially the collections in the eligibility criteria. Amount of E.M.D payable: Rs. 2,00,000/- (Rupees Two Lakh Only) in shape of A/c payee demand draft issued in favour of the Central Electricity Supply Utility of Orissa, payable at Bhubaneswar only. The average annual turnover of the bidder should not be less than Rs.2 Crores (Rupees Two Crore) only during last three (03) financial years i.e. FY , and CENTRALIZED COLLECTION CENTER (CCC): We request you to provide the BG option also to submit the EMD For such kind of huge scope of work, the turnover should be at least 5 crore Who will provide ATPM software Contractor is to provide all the required Software 1

2 5 Page 12 of 6 Page 19 of 7 Page 19 of The Centralized Collection Center (CCC), should have infrastructure for collecting Cash, Demand Draft/ Cheque Drop Box and Any Time Payment (ATP) etc. Designing, developing, customizing, installing, testing, training, implementing and maintenance of Interactive Voice Response System (IVRS). Facilitation of necessary software for Customer Service Center [CSC], Centralized Collection Centre [CCC] & New Service Connection Center [NSC]. The IVRS solution should be integrated to the above customer related system. The CCC shall be operated at Customer Management Center (CMC) Power House Colony, Unit VIII, Bhubaneswar and two additional centralized collection centers to be operated at Electrical section office at Saheed Nagar & at GRIDCO Colony Bhoi Nagar, Bhubaneswar on 12x7 basis, 365 days a year. The payments received would then be deposited in concerned division s bank account with proper security measures within same day. Who will provide hardware for IVRS Existing CMC is having two collection counters and two Addl counters at Saheed Nagar & GRIDCO Colony. To manage all these counters at least 8 nos executives are required, but in specification you have mentioned only 6nos. Please clarify Collection counters are run from 8am to 8pm. After 8pm it is not possible to remit the cash in bank. Please suggest some alternative arrangement as per Contractor s Obligation (Ref: clause 6 of Section-V) Contractor is to provide all the required Hardware as per Contractor s Obligation (Ref: clause 6 of Section-V) Please refer page 18 & 19 : BRIEF OPERATIONS OF CENTRALIZED COLLECTION CENTERS It is the responsibility of the contractor. 8 Page 19 of 9 Page 45 of Section-V Clause 5 MANPOWER REQUIREMENT FOR CCC: To provide power supply to the premises. To provide landline telephone / One supervisor is necessary to handle such huge collections. Please include one dedicated supervisor to handle collections in the scope. Who will bear the monthly recurring charges? Supervisor required if any, may be deployed by the contractor on its own account. CESU s Obligation to bear the monthly recurring 2

3 broadband connection to the premises. To provide water supply to the premises. charges. 10 Page 14 of 11 Page 11 of 12 Page no-22 of 13 General 14 General MANPOWER REQUIREMENT FOR CSC: The Customer Service Center (CSC) shall address all the commercial requests / complaints like Consumer Complaints registration and monitoring, Fuse Call registration and monitoring, Duplicate Bill Serving, New service connection status, Interruptions at 33KV, 11KV & DTR level etc. received from consumers or officials of CESU. These services are available over the phone (Just dial ) or any other assigned telephone numbers on 24x7 basis 365 days a year. The CSC shall closely monitor the consumer complaints and maintain the record accordingly. Service level starts from the date of registration of the application received in complete shape. Manpower Additional ATP Machine In CMC there are three different sections namely ECC, CSC & CCC. The manpower requirements specified in the bid is only for CSC & CCC. Please clarify about the man-power requirements for ECC Customers should visit to CMC to register commercial requests. How come these complaints will be registered over phone? Please clarify. Service level starts from after SC & SD payment from the consumer One reliever is must for every six executives to provide weekly off s. Please consider. The minimum contract period would be 3 years to provide ATPM. Is CESU considering the same period for Additional ATPM s also? Please refer (Scope of Work) of Tender Please refer page 16 related to the MODE OF REGISTRING THE COMPLAINT/ REQUEST Of Tender It is contractor s Obligation to provide relievers required against the Seats. Additional new ATP machines, if required, shall be provided by the contractor during the contract period. The service charges shall be commenced from the date of its operation till the end of the contract period under the contract. 3

4 15 General Issue the duplicate consumer bills What is the procedure for Issue duplicate bill to consumer? Duplicate bills for the preceding month are available in the CESU website com & can be downloaded with proper user credentials. Name of the Firm: Akanksha Power & Infrastructure Pvt. Ltd. Clause 1 Page 7 of Document Queries raised by the Firm CESU s The Bidder should have We are an Electricity minimum Three (03) years Distribution Franchisee of working experience at NESCO, operating a Electricity / Gas / Water/ subdivision having about Telecom sectors in providing consumers. We have services for Customer Care our own customer care, Centre/Call Centre having commercial and M&R set up business in India and must be in the area, covering the total in operation as on date of scope of the tender floated by release of this tender you. Our operation has so far document. been one of the best in Orissa. However, we had started our operations on 1st April 2010, and have completed 2 years of successful operation. Sir, we feel that one years of successful operation in customer care / related fields should be treated as sufficient as success/failure of such projects is determined at a very short period. Hence, we request you to kindly bring down the experience criteria to one year or at least to two years, so that better participation in the tender and participation of better qualified bidders can be ensured. Name of the Firm: Pace Computer Services Clause 1 Page 7 of Clause 1.3 Document Queries raised by the Firm CESU s Bidder must be in possession of Please delete the item vat VAT registration valid registration under Income because these items are certificate is Tax, PAN, Service Tax, VAT, under service tax or mention Optional. Labour Act, EPF & ESI etc. it is not mandatory. 4

5 2 Page 7 of Clause Page 41 of Section-IV Clause 34.1 & 34.2 Bidder must be in possession of valid registration under Income Tax, PAN, Service Tax, VAT, Labour Act, EPF & ESI etc. BANK GURANTEE FOR CMC: Within 15 days of the receipt of Notification of Award / Letter of Intent from the CESU, the successful Bidder shall furnish the Performance Security in the form of Bank Guarantee executed on non-judicial stamp paper worth Rs.100/- (Rupees One hundred only) issued by a Nationalized / Scheduled Bank in favour of the CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA encashable at local branch of Bhubaneswar only for an amount of 10% (ten percent) of the Contract Price in accordance with the Bank Security Format provided in Annexure - VIII of tender document. The Performance Bank Guarantee should be valid for a period not less than 180 days over and above the contract period. BANK GURANTEE FOR CASH COLLECTION AT CCC & NSC: The Contractor will have also to furnish separate Bank Guarantee of Rs. 20,00,000/- ( Rupees Twenty Lakhs Only) on or before execution of the contract agreement for collection of revenue, Charges & Fees at CCC & NSC respectively. Bank Guarantee should be executed on nonjudicial stamp paper worth Rs.100/- (Rupees One hundred only) issued by a Nationalized / Scheduled Bank in favour of the CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA encashable at local branch of Bhubaneswar only as per the Bank Security Format provided in Annexure - VIII of tender document. The Bank Guarantee should be valid for a To get the labour license you have to provide form V otherwise labour license at orissa is not possible. please remove two times bank guarantee clause 34.1 & 34.2 because under same contract we can not give bg for two times with two different period. either take performance guarantee for 3 yrs for 10% contract value only which includes 20 lakh bg otherwise take 20 lakh bg plus one year performance 10% contract value.as as per clause no 14.5 page 49 "contract may be terminated by either party we will give pbg for one year after that if we feel comfortable we will extend it.but we accept your 3 days of average cash collection amount bg and we can give this. The prospective bidders shall have to submit the labour license for their existing ongoing projects. However, CESU will provide all support to the contractor only. 5

6 period not less than 90 days over and above the contract period. However, this amount of Bank Guarantee may be revised after reviewing the amount of cash collected by the Contractor to the extent of 3 days of average cash collection. 4 Page 46 of Section-V Clause 6 & Page 48 Clause 13 5 General 6 Page 7 of CONTRACTOR S OBLIGATION: To set-up the entire establishment as per scope of works within one month (30 days) from the date of acceptance of letter of Intent. TIME EXTENSIONS: The Contractor may request for extension of the time limits for setting up the establishment in case of :- a) Delay is caused by CESU. b) Force Majeure However, it is the discretion of CESU to extend the time limit for setting up the establishment. Training Related (i) Works order(s) indicating the work experience, period & area of activity. (ii) Submit information on project experience in format at Annexure-IV (iii) User(s) Performance Certificate. please extend the time limit for setting up the establishment as per the extension clause 13 page 48 up to three months because we have to recruit and train the staffs which will take more than two months period. please amend the period 30 days in page 46 under contractors obligation column. you have to impart training to our supervisors to know the rules and activities of cesu this is must because newly recruited people has no idea about cesu working after that we will give training to other persons. Completion certificate can not be given. Work going certificate can be given. Please refer page 24 clause 7 (Training) of Section III. User(s) Performance Certificate for Ongoing projects can be submitted. Name of the firm: Formula One Solutions Pvt. Ltd. Clause 1 Page 7 of Document Queries raised by the Firm CESU s The Bidder should have We are working in some minimum Three (03) years other sectors since last 8 working experience at years where we are carrying Electricity / Gas / Water/ out the similar activities to Telecom sectors in providing your requirement those are services for Customer Care not coming in your listed 6

7 Centre/Call Centre having business in India and must be in operation as on date of release of this tender document. sectors. Therefore, you are requested to please look into this point and consider the case to open the qualifying requirement to three (03) years of working experience on any IT and service related customer care centre/ call centre. 1. The related clause(s)/para(s) of the tender specification shall be read in line with the above s. 2. If any other corresponding clause(s)/para(s) of the Tender are found inconsistence with the clarifications given above, then the provisions of this clarification shall prevail. For modifications / clarifications on above tender (if any), please keep visiting our website 7