TENDER SPECIFICATION NO: CESU/ AT&C/176/ FOR. Tender Document for Setting-up, Operation and Management of Customer Management

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1 CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA Head Office: 2 nd Floor, IDCO Towers, Janapath, Bhubaneswar Tel No. (0674) , Fax: TENDER SPECIFICATION NO: CESU/ AT&C/176/ FOR Setting-up, Operation and Management of Customer Management Center at Bhubaneswar, Odisha LAST DATE FOR SUBMISSION OF BID DOCUMENT: Dt UPTO 1 P.M. DATE OF OPENING OF TENDER: DT at 3.30 P.M. PLACE:2ND FLOOR, IDCO TOWERS, JANPATH, BHUBANESWAR Page 1

2 CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA Head Office: 2 nd Floor, IDCO Towers, Janapath, Bhubaneswar CONTENTS PAGE NO. SECTION DESCRIPTION FROM TO SECTION-I INVITATION FOR BIDS (IFB) 4 5 SECTION-II QUALIFYING REQUIREMENTS 6 8 SECTION-III SCOPE OF WORKS 9 25 SECTION-IV INSTRUCTION TO BIDDERS (ITB) SECTION-V GENERAL TERMS AND CONDITIONS OF CONTRACT (GTCC) SECTION-VI LIST OF ANNEXURES FOR TECHNICAL SPCIFICATION REQUIREMENT OF CUSTOMER MANAGEMENT CENTER & SCHEDULES, FORMATS ETC. : ANEXURE-I(A) SYSTEM REQUIREMENT ANEXURE-I(B) HARDWARE/ SOTWARE REQUIREMENT ANNEXURE-II ABSTRACT OF GENERAL TERMS & CONDITIONS ANNEXURE-III DECLARATION FORM ANNEXURE-IV PROJECT EXPERIENCE ANNEXURE-V SELF DECLARATION CERTIFICATE ANNEXURE-VI(A) TECHNICAL DEVIATION SHEET ANNEXURE- VI(B) COMMERCIAL DEVIATION SHEET ANNEXURE- VII PRICE SCHEDULE FORMAT ANNEXURE- VIII PROFORMA FOR BANK GUARANTEE Page 2

3 TENDER CALL NOTICE CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA Head Office: 2 nd Floor, IDCO Towers, Janapath, Bhubaneswar Tender Call Notice No.: CESU/ AT&C/176/ / Date: For and on behalf of, the undersigned invites sealed tenders in duplicate on two Part bidding system from the eligible bidders who comply to the terms & conditions for Setting-up, Operation and Management of Customer Management Center at Bhubaneswar, Odisha, superscribing the Tender Specification No. & Date of opening (as mentioned in the tender document). The tender document can be obtained from the undersigned at the above address on payment of the cost of Tender Paper indicated below in D.D drawn on any nationalized / scheduled bank in favour of the CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA payable at Bhubaneswar. The cost of tender paper is nonrefundable. Name of Work Cost of Tender Paper (Rs.) EMD (Rs.) Setting-up, Operation and Management of Customer Management Center at Bhubaneswar, Odisha 10,000/- + 5% VAT = Rs. 10,500/- Rs.2 Lakhs TIME SCHEDULES :- 1 Last Date & Time for selling of tender papers upto 4.00PM 2 Last Date & Time for submission of Tender upto 1.00PM 3 Date & Time for Opening of Tender at 3.30 PM The intending bidders can also download the tender document from our website However the bidder has to furnish an Account Payee Demand Draft for the cost of the tender document indicated above alongwith his bid, failing of which the bid will be rejected outrightly. In the event of any specified date for the sale, submission or opening of bids being declared as holiday for CESU, the bids will be sold / received / opened up at the appointed time on the next working day. CESU also reserves the right to accept or reject any or all tenders without assigning any reason thereof, if the situation so warrants. For detail Tender Specification & Terms and conditions, please visit our website sd/- Chief General Manager (Comm.) Page 3

4 SECTION I INVITATION FOR BIDS (IFB) Page 4

5 SECTION-I INVITATION FOR BIDS (IFB) (Tender Specification No. CESU/ AT&C/176/ ) 1. For and on behalf of, the undersigned invites sealed tenders in duplicate on two Part bidding system from the eligible bidders who comply to the terms & conditions mentioned in this Tender Specification No. CESU/ AT&C/176/ for Setting-up, operation and management of customer management center at Bhubaneswar, Odisha. 2. SUBMISSION OF THE BIDS: The Bidders are required to submit a detailed and comprehensive bid, consisting of Techno- Commercial Proposal and Price Proposal. The submission of the Bids shall be in the manner specified in the Instruction to Bidders (ITB). The due date of submission shall be as detailed below at Clause CESU will not be responsible for any costs or expenses incurred by bidders in connection with the preparation and delivery of bids. 4. CESU reserves the right to cancel, postpone, withdraw the invitation for Bids without assigning any reason thereof and shall bear no liability whatsoever consequent upon such a decision if the situation so warrants. 5. TIME SCHEDULES / COST OF BID DOCUMENT / EMD: Description Last date & Time for sale of tender document Pre- Bid Meeting Submission of Bids Opening of Bids (Part- I) Cost of Tender Document (Non-Refundable) Amount of E.M.D payable Time frame for setting up the establishments. Total Contract Period. Date & Time Dt (upto 4 PM) Dt (at 11 AM) Dt (upto 1 PM) Dt (at 3.30 PM) Rs.10,500/- (Rupees Ten Thousand, Five Hundred Only) including 5% VAT in shape of Cash / account payee demand draft in favour of the Central Electricity Supply Utility of Orissa, payable at Bhubaneswar Only. Rs. 2,00,000/- (Rupees Two Lakh Only) in shape of A/c payee demand draft issued in favour of the, payable at Bhubaneswar only. Within one month from the date of acceptance of Letter of Intent. Three years (36 months) from the date of commissioning of the entire establishment. 6. PRE-BID MEETING: A pre-bid meeting will be held as per the programme mentioned at clause-5 above in the CESU Conference Hall for giving clarifications (if any) on the tender documents to the prospective bidders, who may choose to attend the meeting as detailed in the tender documents. However, it is discretion of the CESU to call for Pre-Bid meeting. 7. All correspondence with regard to the above shall be made to the following address:- CHIEF GENERAL MANAGER (COMMERCE) CENTRAL ELECTRICITY SUPPLY UTILITY OF ORISSA, 2 ND FLOOR, IDCO TOWERS, JANPATH, BHUBANESWAR, ODISHA. PIN sd/- CHIEF GENERAL MANAGER (COMM.) Page 5

6 SECTION II QUALIFYING REQUIREMENTS Page 6

7 SECTION-II QUALIFYING REQUIREMENTS The bidder must possess the requisite experience, strength and capabilities in providing the services necessary to meet the requirements, as described in the tender document. The bids must be complete in all respect and should cover the entire scope of work as stipulated in the tender document. The invitation for bids (IFB) is open to all bidders who meet the qualifying requirements as given below: (Please note that Bidders should submit all relevant documents duly self attested confirming their qualification as per the Qualifying Requirements mentioned in this section as part of Techno- Commercial Bid. The bid is liable to be rejected in absence of the relevant document(s) or self attestation) 1. Techno-Commercial Requirements : Sl. Particulars Requirements 1.1 The Bidder should have minimum Three (03) years working experience at Electricity / Gas / Water/ Telecom sectors in providing services for Customer Care Centre/Call Centre having business in India and must be in operation as on date of release of this tender document. 1.2 The bidder must have standard certification (ISO 10002:2004 or COPC (Customer Operations Performance Centre) 2000 Standard or escm (e Services Capability Model) or ISO 9001:2008 or equivalent) for operating Customer Care Center. (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. Copy of Valid Certificate 1.3 Bidder must be in possession of valid registration under Income Tax, PAN, Service Tax, VAT, Labour Act, EPF & ESI etc. 1.4 The bidder must not be banned or debarred or blacklisted by any State Govt. / Central Govt. / Central or State Govt. Undertakings / Utilities / Private Organizations etc. in the past. 1.5 The Bid is to be submitted by an Individual firm (Single Party) only, meeting all the qualifying requirements. (Participation through Joint Venture / Consortium is NOT allowed ) Copy of Valid Certificate Self declaration certificate to be submitted in format at Annexure-V (i) Constitution or Legal status and place of registration etc. (ii) Certificate of Incorporation (iii) Memorandum and Articles of Association. (iv) Written power of attorney / Board Resolution of the authorized signatory to the bid. Page 7

8 1.6 Bidder must have atleast 60 personnel (including minimum 30 nos personnel in executive/ supervisor cadre) working in direct payroll either at customer care center or call center. Bidder shall furnish Provident Fund Challans of the personnel working in customer care center or call center as per their latest PF return on/after 1 st Jan-2012 or End User s certificate. 2. Financial Requirements : Sl. Particulars Requirements 2.1 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 Bidders shall submit audited financial reports for the last three financial years i.e. FY , and Local presence in Odisha (if any) may be provided. CESU reserves the right to request for any additional information and also reserves the right to reject or accept the bid of any/ all bidders, if in the opinion of CESU the qualifying data is incomplete or the bidder(s) is/are not found qualified to fulfill the requirements. No communication in this regards shall be entertained in future by CESU. The bidders who have earlier failed to execute the work order(s) of the CESU and/ or black listed by CESU / any of State Govt. / Central Govt. / Central or State Govt. Undertakings / Utilities / Private Organizations etc. shall not be eligible to participate in this tender. CESU reserves the right to waive minor deviation, if they do not materially affect the capacity of the bidder to perform the contract. The bid is liable for rejection, in case any bidder submits fraudulent documents and / or wrong informations in his bid document. Sd/- CHIEF GENERAL MANAGER (COMM.) Page 8

9 SECTION III SCOPE OF WORK Page 9

10 1. CESU OVERVIEW: SECTION III SCOPE OF WORK (hereinafter called as CESU) is one of the power distribution utility in the state of Odisha. The utility supplies electricity to all categories of consumers (Approx. 13 Lakhs) i.e. domestic, commercial, public institutions, public water works, Public lighting, small / medium / large industrial, Irrigation & agricultural consumers etc. The supply of electricity to each and every consumer in the state is one of the most challenging operations, as it involves demand supply management and distributes quality supply to all the consumers under CESU. CESU distribution setup has large distribution network infrastructure which carries the electricity from the primary sub-stations to the consumer s premises through its workforce round the clock. 2. CUSTOMER MANAGEMENT CENTER (CMC) CESU has conceptualized to start a Customer Management Center (CMC) to provide single window contact under one single roof for the entire customer related activities and to fulfill the objectives of providing assured and timely customer services. It envisions streamlining of the customer service processes; provide better control for supervision & monitoring and to create high levels of transparency. The center would provide better service and convenience to the customer through a customer friendly environment, highly responsive customer service executives and extended service hours on 24x7 basis 365 days a year. An integrated approach for providing end-to-end solution towards customer services needs to be adopted so as to make the entire process customer centric and service friendly. 3. OBJECTIVE OF CUSTOMER MANAGEMENT CENTER : The customer service framework at CESU, Bhubaneswar has to be institutionalized in the Central location of Bhubaneswar to bring a customer centric approach to handle all the customer service processes & resolving the consumer requests/queries/complaints within stipulated time level, with utmost consumer satisfaction. The CMC functions can be broadly categorized into three functions as operating of New Service Connection Center (NSC) & Centralized Collection Center (CCC) for BCDD-I, BCDD-II& BED Bhubaneswar and Customer Service Center (CSC) for all 20 revenue earning divisions. Under this Project, Customer Management Centre (CMC) shall be operated at Bhubaneswar providing single point of contact for all customers under CESU. Provide assured and timely services to the customers within the stipulated time frames Bringing customer centric approach to the customer service processes. Page 10

11 Enhance customer satisfaction levels by continually improving the service standards and thereby the image of the utility in the eyes of the customers Significantly reduce processing time in case of new service connections Establish centralized control and monitoring over the entire customer care process for creating higher transparency and timely action initiation. 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. The Centralized Collection Center (CCC), shall provide infrastructure & service for collection of Customer s Electricity Bills through Cash, DD/ Cheque, Drop Box and Any Time Payment (ATP) etc. These services are available on 24x7 basis, 365 days a year. However the cash collection will be available from 8 AM to 8 PM on 365 days a year. [It is presently expected that the monthly average revenue collection at the CCCs from all sources will be around Rs.2 Crore from nos. of consumers, which may increase upon the CCC performance.]. The CCC shall operate at power house colony Unit-VIII, CESU Electrical Section office of Saheed Nagar & GRIDCO Colony Bhoi Nagar, Bhubaneswar. The New Service Connection Center (NSC) provides a centralized customer friendly channel for New service Connection registration, monitoring & energisation of LT New Single Phase Consumers upto 5KW within the jurisdiction of the distribution divisions BCDD-I, BCDD-II and BED Bhubaneswar under CESU on 12x7 basis, 365 days a year. For other divisions under CESU, the service provider must redress the customer complaints against new service connection and should generate MIS on new consumer regularization. [Presently around 1000 nos of new service connection (in average per month) are adding over to BCDD-I, BCDD-II & BED Bhubaneswar. The annual growth is around 10%] 4. SCOPE OF WORK : The CUSTOMER MANAGEMENT CENTER (CMC) operations are broadly classified as follows:- Customer Service Center (CSC) Centralized Collection Center (CCC) New Service Connection Center (NSC) The scope of work for Centralized Collection Center (CCC) & New Service Connection Center (NSC) is for the consumers under Bhubaneswar City Distribution Division-I, Bhubaneswar City Distribution Division-II & Bhubaneswar Electrical Division, Bhubaneswar. However for Customer Service Center (CSC) will operate for all the 20 divisions under CESU jurisdiction and managed from Bhubaneswar centrally. BRIEF ACTIVITIES OF CUSTOMER MANAGEMENT CENTER (CMC) Operate the Customer Management Center by providing required manpower to operate Customer Service Center (CSC), Centralized Collection Center (CCC) and Page 11

12 New Service Connection Center (NSC), at Power House Colony, Unit-VIII, Bhubaneswar ( CESU own premises ) for a contract period of three years. Provide required infrastructure at the Customer Management Center. 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. Migrate latest consumer informations and the past 3 year customer information to the CMC. Procuring, installing & implementing/ licensing all third party softwares for implementation at CESU, such as operating systems, firewall, antivirus etc, as per the requirement. Maintain the data integrity and performance of the system. Back-ups and disaster recovery planning. Any problem on the same is to be resolved by contractor for quick service to customers. Providing the best level service personnel s at CMC i.e. center manager, supervisors, executives, hardware & software experts, office attendants /peons, Security guards etc.. in order to take adequate care & timely delivery of services to customers. Apart from the above, there will be two additional centralized collection centers which will be operated at the CESU Electrical Section office of Saheed Nagar & GRIDCO Colony Bhoi Nagar, Bhubaneswar on 12x7 basis, 365 days a year. Bidders shall undertake that, they will appoint personnel having minimum educational qualification & experience as per scope of work. Qualification / Experience of all the personnel shall be submitted by the contractor to the Officer in Charge, CESU. Officer in Charge may ask the contractor to appoint or remove any personnel on the ground of his qualification / experience or his conduct at any time during the contract period. In case of any incorrect information related to qualification / experience is found latterly, action shall be taken against the contractor. Personnel deployed by the Contractor should have sound physical & mental health and not be under the influence of any drug or liquor during duty and have full knowledge & experience to competently complete the job assigned to them. In case it is found that any loss has occurred to CESU property/interest due to deployment of such inexperienced personnel not possessing proper skill etc., the same shall have to be replaced immediately by the Contractor without any extra cost to CESU. In case any personnel of the contractor is implicated in any law suit or is injured by any other personnel / agitating mob etc. during the course of performing his duty/their duties for CESU, it shall be the sole responsibility of the Contractor to defend its personnel in the court of law or to extend all medical and financial help etc. without charging cost to the CESU. CESU reserves the right of doing background check for the qualification of employees deputed by contractor. A copy of CV for all employees shall be submitted to Officer in Charge before execution of work or before employment of new manpower. Page 12

13 The requirement of manpower for different services given under the scope of work should be least. CESU shall review the requirement of staffs working under CMC at any moment basing on the services extended by them at CSC, CCC & NSC. CESU reserves the right to vary the number of staffs working under CMC in same rates, terms & conditions depending upon the quantum of work. GENERAL MANPOWER REQUIREMENT FOR CMC: Seat Requirements Total CMC Manager 1 1 Office Attendant 3 ( One for each shift) 3 Route Rider (for CSC & NSC) 3 (One for each division) 3 Security Guard 3 (One for each shift) 3 MINIMUM QUALIFICATION & EXPERIENCE OF CMC PERSONNEL: Particulars CMC Manager Office Attendant / Route Rider / Security Guard Educational Qualification MBA CUSTOMER SERVICE CENTER (CSC): ROLE OF CSC: Experience & Knowledge Minimum 2 years of experience in supervision of staff in a customer care centre preferably in an electricity utility. Language Reading, Writing, Communicating Odia, Hindi & English Matriculation Having adequate work experience Odia & Hindi Carry out all the process in customer service center. The CSC will act as a Single point of contact for all end users (Consumers) of CESU and will be responsible for initial communication with end users. i. Receive all types of complaints round the clock on 24X7 basis, 365 days in a year either physically or telephonically. ii. Create registration tickets in CSC System by receiving relevant information from end callers/ complainants. iii. Issue registration ticket numbers to the complainants & provide the current status of their ticket available in the system. iv. Analysis of complaint received & to solve it, if it is within their scope, else escalate the complaint to the relevant team through the systems i.e field engineers, fuse call centers etc. v. Follow-up action with the Sub Division/Division/ field office to ensure resolution of the complaint. vi. Close the registered tickets after confirmation of compliance from Sub Division/Division/field office staff & communicate the feedback to the end users/ complainants. vii. In case of failure of CSC systems or due to any other issue, the CSC executives have to log and complete the process of complaints handling manually and to regularize the same into the system, Page 13

14 whenever the system resumes functioning and ensure timely closure of the same. viii. Provide & prepare necessary reports as and when required by the Utility/OERC/Govt. of Odisha. JOB SUMMARY & RESPONSIBILITIES OF CSC: The CSC Executives are responsible for providing high quality service to esteemed customers in an accurate, efficient, and professional manner. Answer incoming calls from consumers/callers to receive complaints, answer inquiries and questions, handle complaints, troubleshoot problems for which solution should be available within the system (except field related problems). The CSC executives will also be responsible to make outbound calls to customers for notification of their complaint resolutions, customer satisfaction survey etc. Also, it is intended to make outbound calls to field offices/staff of CESU through Landlines/ IP Phones/CUG phones for notification of complaints. The Customer Service Center executives must document all calls in the Customer Relation Management system and evaluate each account to determine if further monitoring is required, then the CSC Executives will intimate to the appropriate department and follow-up to ensure the effective resolution of issues. 1. Communicate with Customers proactively and responsively. Provide assistance and information regarding the status of Customer accounts as well as answering generic Customer questions. Communication is done via telephone & While answering the incoming calls, listen intently to the customer, identify their needs and respond professionally and accurately based on utility policies and procedures. 3. Handle and resolve customer complaints. Identify and escalate priority issues. Keep commitments made to Customers in terms of returning calls and performing necessary tasks. 4. Achieve service quality standards as identified by OERC/CESU. 5. Update the customer information in CSC system applications. Complete call logs and call reports. 6. Upkeep of information regarding scheduled/ unscheduled load shedding. 7. Planned/ unplanned shutdown in power distribution related announcement services, information services. 8. Collect customer feedbacks. The activities performed under CSC shall include: To address the commercial requests / complaints like New Service connection, Title transfer, Category change, Additional load, Pole shifting, Billing related complaints etc. Duplicate Bill Serving. Call should be routed through IVRS (Interactive Voice Response System). Outstanding Bill Follow up & Payment Reminder (Outstanding intimation) through IVRS & Fuse Call registration and monitoring. Interruptions at 33KV, 11KV and DTR level. Consumer Complaints registration and monitoring. Duplicate Money receipt serving.(for those consumers who have paid at Centralized Collection Centers) Any request for new consumer registration, regularization of new consumers with proper documentation in conformity to OERC Distribution Code MIS on new consumer regularization has to be submitted to the Officer In-Charge, EE, SE concerned on regular intervals. Page 14

15 MANPOWER REQUIREMENT FOR CSC: Indicative shift manpower is mentioned below, however based on the average calls volumes and service level performance the contractor is expected to provide required manpower for the complete management of CSC. They are required to address technical and commercial issues of consumers within CESU. For this purpose the CSC shall be manned by appropriately informed staffs to address the commercial complaints received. Manpower should be deployed in such a way that it may suffice the service volume at any point of time. It is to state that supervisor will be responsible to monitor the performance of the CSC executives and provide necessary help, support, barge-in and training to them to efficiently run the CSC. The call volume may increase as per growth of Consumers and Consumer awareness about this service facility. In addition CESU would also like the CSC executives to make outgoing calls and send SMS using the system for any announcements / greetings to consumers or information about planned outages. CSC executives are also intended to notify the complaints to respective field offices of CESU. CESU is expecting substantial improvement in transparency while handling the customer complaints at all stages. CSC executives should also coordinate with CESU staff based on call type and work flow defined. All CSC executives & Supervisor should have adequate CSC IT system application knowledge to work on various types of complaints & its procedures. Seat Shift A (6AM to 2PM) Shift B (2PM to 10PM) Shift C ( 10PM to 6AM) Supervisor 1 1 CSC Executives Total MINIMUM QUALIFICATION & EXPERIENCE OF CSC PERSONNEL: Particulars CSC Executives/ Supervisor Educational Qualification Bachelor Degree Experience & Knowledge Proficient in relevant computer Applications for CSC. Knowledge of customer service principles and practices Customer service experience Good Communication skills Knowledge of administration and documentation processes of CSC. Knowledge of OERC Distribution Code, Electricity Act 2003, Departmental rules and regulations., etc. Minimum 1 year experience in any Customer Care Centre / Call Centre Language Reading, Writing, Communicating Odia, Hindi & English Page 15

16 RECEIPT OF COMPLAINTS: System facilitates the customers to register their complaints over IVRS/Phone & . When the customers call the Center, the IVRS system will take the call and upon the preference of the customer the complaint will be registered either through IVRS system or by redirecting to the CSC executives. They would register the complaint against any of the information provided for identity & information retrieval from the existing database like Customer s service Connection No., Name, Door Number, Address or Telephone/Mobile number and provide him with a unique complaint registration number generated by the system. The numbers of CSC personnel depend on the volume of calls expected in each shift. The system may also have the facility to identify the customer using the Caller ID. This will facilitate in capturing the customer information while registering the complaint. MODE OF REGISTRING THE COMPLAINT / REQUEST: a) The Customer Service Center executive receives customer complaints related to metering, billing, disconnection, etc or service requests relating to new service connections, title transfers, category changes, load enhancements, and other commercial requests etc. b) The customers may prefer to come over to the Customer Service Center and register the complaints in person with CSC supervisor / executive. c) The supervisor /executive will interacts with the customer and finds out his/her requirements. d) Depending upon the nature of the complaint / request, the Customer Service Center supervisor /executive spells out the documents that need to be submitted by customer for processing the complaint / request. e) Once the required documents are presented, the Customer Service Center supervisor /executive hands over the necessary forms that needs to be filled up. The supervisor /executive assist the customer in filling-up the forms. The Customer Service Center supervisor /executive accept the duly filled up forms and the documents provided by the customer. f) The Customer Service Center executive registers the complaint / request in the system and provides a registration ticket number to the customer. DISPATCH OF COMPLAINTS: After receipt of the complaint, it should be dispatched either through Telephones, SMS, etc to the concerned field Officer/ staff. Complaints can be dispatched online in case of availability of LAN/ WAN networks. In case the complaints are dispatched through telephone, dispatch executive would have telephone lines that are different from those used by executives receiving complaints. The dispatch executives would call up the appropriate officer / staff (at the Fuse Off Call Center / Sub-station / Section Office) to communicate the complaint details. The person receiving the call would provide the CSC executive with the reference number indicating that he has received the complaint. This person would in turn forward the complaint to the concerned lineman for complaint resolution. After prespecified time duration, the system would give auto alert for the personnel in charge of monitoring the complaint to start calling up the officers/staffs to check if the complaint has been resolved. In case the complaint has been resolved, they would record the same against the complaint number. In other cases, they would ask the time taken for resolution and reasons for delay, if any. An alternative arrangement involves officers/staffs themselves calling up the CSC or sending a SMS to inform the resolution of the complaint. Page 16

17 MODE OF DISPATCHING OF REGISTERED COMPLAINTS: a) The system generates a cover letter for the complaint registered addressing the concerned official. The cover letter is given a Dispatch Number and the same is entered in the Dispatch Register. b) The Customer Service Center Executive segregates the complaints / requests Office wise and handover them to the Route Rider for delivering them to the concerned offices. c) The Route Rider delivers the complaints / requests to the concerned official / Offices and obtains an acknowledgement by getting the signature and stamp on a copy of the complaint delivered. d) The Customer Service Center Executive records the dispatch information (date, time, and concerned officer s name) in the system against the complaints delivered and acknowledged. e) The copy of each complaint / request is filed in a separate file. f) In case of distant places, the complaints / requests may be delivered through post/courier/ to the concerned offices. RECTIFICATION OF COMPLAINTS: The CESU service personnel would attend to the customer complaint within the stipulated service level timeframe. Once the complaint is rectified, the CESU service personnel will report back the compliance to the Officer / staff who will communicate the same to the CSC executive and CSC will update the status of the complaint. The CSC executive shall close the complaint. In case the complaint is not resolved within the stipulated timeframe, then the CSC executive will escalate the complaint to the notice of the higher authorities for expediting the resolution process. Wherever, there is an online network available between the offices concerned the system will automatically escalates the information to the higher authorities. INTERNAL PROCESS MONITORING: The CSC Supervisor should closely monitor the performance of the receiving and dispatching CSC executives. The application software should provide separate screen for the Supervisor to monitor the activities of the executives and perform load balancing of the tasks handled by the executives. He is to report the CMC manager on daily basis. EXTERNAL MONITORING: Supervisor should regularly contact the field officers & staff / breakdown van personnel / concerned offices to get updated information on the status of the complaints. The system gives alerts for deviations and prompts for viewing various reports to initiate timely actions for ensuring the effectiveness of the process. STATUS UPDATING TO CUSTOMERS a. Customers can call up / visit the Customer Service Center to know the status of the complaints registered by them. b. The registration ticket number is obtained to check the latest position of the respective complaint / request. c. The details of the enquiry calls / visit are recorded in the system for maintaining the history of the complaint / request. MONITORING & ESCALATION a. The Customer Service Center Executive monitors the resolution of the complaints / requests. Page 17

18 Before the completion of the service level time, depending upon the nature of the complaint / request, the system prompts the Customer Service Center Executive to expedite the resolution process. b. When the system prompts for the first escalation, the Customer Service Center Executive contacts the concerned Official i.e. JE (El.)/ SDO(El.) / SDO(Com), over phone and through letter, and urges to expedite the resolution process. The status of the complaint is updated as Escalated. c. When the system prompts for the second escalation, the Customer Service Center Executive contacts the concerned higher official i.e Executive Engineer / Superintendent Engineer. Depending upon the criticality of the complaint, it may be escalated upto the level of Chief Executive Officer. d. The complaints / requests should be monitored until they are resolved. CLOSING OF COMPLAINTS / REQUESTS a. Once the complaint / request is resolved, the concerned officials may send a letter and also calls up over telephone to the Customer Service Center Executive to inform about the same. b. If the customer is having a phone/ mobile number, the Customer Service Center Executive should contact the customer over phone intimating him/her regarding resolving of the complaint / request. The Customer Service Center Executive finally closes the complaint / request in the system. CENTRALIZED COLLECTION CENTER (CCC): The Centralized Collection Center (CCC), should have infrastructure for collecting Cash, Demand Draft/ Cheque Drop Box and Any Time Payment (ATP) etc. These services are available on 24x7 basis, 365 days a year. 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. However the Cash collection at each Counter will be done only from 8 AM to 8 PM on 365 days a year. Role of CCC: Cash collection at each Counter from 8.00 AM to 8.00 PM on 365 days a year. Facilitates Cheque Drop Box 24 hrs. Installation of One Number ATP (Any Time Payment) machine for cash collection 24 Hrs at CMC, Power House Colony, Unit VIII, Bhubaneswar. Records of all transaction, Deposit of Cash/Cheque/DD with proper security checks & insurance. Online / offline updating of all transactions made with consumers on cash payments received with the CESU IT Centre. The Bidder should be capable to provide additional ATP machines to be operated in future at Bhubaneswar, Puri, Cuttack, Angul & Dhenkanal Etc. The premises for setting up the ATPs shall be provided by CESU. Necessary other arrangement shall be provided by the bidder for operation of ATP machines. BRIEF OPERATIONS OF CENTRALIZED COLLECTION CENTERS: This involves receipt of payments from consumers, depositing them into the Bank, and dispatching information of the same to the appropriate division with all the relevant reports. Payments can be made by consumer in shape of Cash/ DD/ Cheque. The consumer is provided with a computer-generated money receipt. Page 18

19 At the end of each shift the collections received during the shift as well as the Cheque/DD received in drop boxes & Collection through ATP machine should be totaled and segregated in Collection Centre Receipts Statement [CCRS] having all necessary details of consumer duly certified by the CMC Manager. This amount should be reconciled and to be posted in the PCB (Petty Cash Book). Cash collected at different CCC should be submitted at CMC on the same day with proper security arrangements. The payments received would then be deposited in concerned division s bank account with proper security measures within same day. The Bank counterfoils along with the CCRS (Collection Centre Receipts Statement) should be handed over to Division Office on the same day alongwith the soft copy. A copy of same (both hard & soft) is also to be handed over to SDO (Comm.). A route rider would travel to each Division & SDO office and hand delivers the documents with proper acknowledgement with details of the receipt date and time. Any collection of revenue & other fees / charges collected by CCC & NSC after banking hours should be kept inside good quality Iron Chest with proper security measures at CMC Centre. If CESU requires any report / informations, the same would be provided immediately as and when required. The Centralized Collection Centre should be capable to work on Online & Offline mode having adequate data protection & recovery provision against any type of system failure / malfunction/ force majeure conditions. The CMC Campus at Power House Colony, Unit VIII, Bhubaneswar (having CCC & ATP) must have security guards (both day and night). The CMC Manager should submit the collection information in required format both in Soft & hard copy to the respective divisional In-house Billing Cell on regular basis for processing of the monthly consumer bills. MANPOWER REQUIREMENT FOR CCC: Seat General (8AM to 8PM) Total (Nos) CCC Executives [ 2 nos for each CCC] Security Guard [1 No. for each location excl. CMC] MINIMUM QUALIFICATION & EXPERIENCE OF CCC PERSONNEL: Particulars Educational Qualification Experience & Knowledge Language Reading, Writing, Communicating CCC Executives Bachelor Degree Proficient in relevant computer Applications for CCC. Knowledge of administration and documentation processes of CCC. Minimum 1 year experience in any Customer Care Centre / Call Centre Odia, Hindi & English Page 19

20 NEW SERVICE CONNECTIONS CENTER (NSC): BRIEF SCOPE OF NSC: The New Service Connection Center (NSC) provides a centralized customer friendly channel for New service Connection registration and monitoring mechanism for effecting power supply to LT Single Phase Customers upto 5 KW load within the jurisdiction of distribution divisions BCDD-I, BCDD-II and BED Bhubaneswar under CESU on 12x7 basis, 365 days a year. As this Centre will be on Single window operational mode, Customers shall approach for providing new service connection centrally. NSC will provide the required application forms to customers for New Service Connection and will assist the customers to fillup/submit the same with all required documents as per rule alongwith processing fee & treasury challan. NSC will scrutinize and forward the same to the concerned JE/SDO for technical feasibility & commercial verifications. NSC has to coordinate with concerned JE/SDO for receipt of technical & commercial feasibility report within specified time period & to take further action of collection of other necessary fees/charges and Security Deposit from the customer before energisation of power supply by NSC. CESU will provide the required materials (incl. Meter) from service pole to consumer s point of entry of supply mains to the contractor. The NSC should adhere to the rule & regulations of the OERC / CESU / Govt. of Odisha from time to time. All the status report should be available with the NSC at any point of time from the point consumer submits his application till consumer gets power supply / electricity bill. The activities performed under NSC : To receive completed application form for New Service Connection (Including the consumers through Indemnity Bond) for effecting power supply to LT Single Phase Customers upto 5 KW load within the jurisdiction of distribution divisions BCDD-I, BCDD-II and BED Bhubaneswar under CESU on 12x7 basis, 365 days a year. New service connection without any additional work will be follow up and power supply will be provided as per OERC/CESU guidelines from time to time. Where the JE(El.) found that the New service connection application is not technically feasible. The JE(El.) will prepare an estimate for the same as per rules & guidelines. The estimate will be approved by appropriate authority and the same will be intimated to the NSC. NSC will coordinate & will intimate to the applicant for deposit of estimated amount with appropriate authority of CESU for execution of work. After completion of work & due inspection, appropriate authority of CESU will intimate to NSC for energisation of power supply. NSC has to monitor & coordinate the entire process with applicant & CESU till consumer gets power supply / electricity bill. If the power supply is not feasible to the customer due to any specific reasons beyond the control of CESU, the same should be intimated to the applicant accordingly. The NSC should monitor the initial report of JE on technical feasibility status and arrear status etc. for new consumer registration. Page 20

21 Consumers having arrears have to clear up the outstanding before taking new supply as per OERC Code. To monitor the payment made by Indemnity Bond consumers against the available security amount from the consumer database. The monitoring mechanism shall be followed for all the distribution divisions under CESU regarding new service connection complaints. NB : For providing New Service Connection by NSC, the conveyance cost will be mutually decided with the awarded contractor. However the final decision will be held with CESU. MANPOWER REQUIREMENT FOR NSC: Seat General (8AM to 8PM) Total NSC Supervisor NSC Executives NSC field staff [ 2 nos for each group] MINIMUM QUALIFICATION & EXPERIENCE OF NSC PERSONNEL: Particulars Educational Qualification Experience & Knowledge Language Reading, Writing, Communicating NSC Executives/ Supervisor Bachelor Degree Proficient in relevant computer Applications for NSC. Knowledge of administration and documentation processes of NSC. Knowledge of OERC Distribution Code, Electricity Act 2003, Departmental rules and regulations., etc. Minimum 1 year experience in any Customer Care Centre / Call Centre Odia, Hindi & English NSC field staff ITI in Electrician Trade (NCVT /SCVT) & Lineman-C One Year working experience under any reputed company / utility / Govt. HT Licensed Electrical Contractor. Odia, Hindi & English PROCEDURE OF NEW SERVICE CONNECTIONS: Without estimate With estimate Page 21

22 Process for New Service Connection (Without Estimate): Single phase consumers under LT upto 5KW are covered. Registration of application with all required supporting documents & processing fees. Registration ticket number having date & time is to be generated & to be handed over to the customer. Service level starts from the date of registration of the application received in complete shape. Application alongwith all documents is to be handed over to respective Electrical Section Office maximum within 24 Hrs (i.e. within next working day) Check of technical feasibility by JE(El.) within 02 working days & then Check of any arrears outstanding by the SDO (Comm.) within 01 working day respectively. NSC to collect the technical & commercial feasibility report from the concerned SDO(Comm.) To receive required Security amount, any other charges & outstanding arrears (if any) from the customer. NSC is to collect the test report from customer duly signed by a licensed Electrical contractor before effecting power supply. Power supply to the customer is to be given by NSC field staffs with the required materials (incl. Meter, TP Box & Seals) to be supplied by CESU (through imprest as per requirements). Power supply should be given with proper safety precautions, preferably in the presence of the concerned area lineman. Services level to release supply in urban and rural areas are maximum 07 working days and 10 working days respectively complying all departmental formalities. NSC has to monitor, coordinate & capture the entire workflow process till consumer gets power supply / electricity bill. NSC will update all the details to the consumer master report as per CESU requirement & submit the same to division office both in hard & soft copy for generation of electricity bill. Process for New Service Connection( With Estimates): Single phase consumers under LT upto 5KW are covered. Registration of application with all required supporting documents & processing fees. Registration ticket number having date & time is to be generated & to be handed over to the customer. Service level starts from the date of registration of the application received in complete shape. Application alongwith all documents is to be handed over to respective Electrical Section Office maximum within 24 Hrs (i.e. within next working day). Check of technical feasibility by JE(El.) and preparation of estimate within 02 working days. Estimate is required where any LT pole extension(s) is necessary. The SDO(El.) will check the estimate & SDO (Comm.) will check for any arrears outstanding within 01 working day. NSC to collect the commercial feasibility report from the concerned SDO(Comm.) The SDO(El.) will forward the Estimate to the Executive Engineer for sanction of estimate & for issuance of permission to the consumer with a copy to NSC. Page 22

23 After deposit of necessary estimated amount by the customer, the work will be carried by CESU departmentally / customer s appointed licenseed contractor observing all departmental formalities. After due inspection by Electrical Inspector, Govt of Odisha, the Customer premises is technically feasible to get service connection. In case of work is done by customer s appointed licenseed contractor, then the customer will submit the copy of Work completion & Inspection report to SDO(El.). SDO(El.) will verify the same & will issue a Charging Order in favour of the Customer. NSC will collect the customer s charging order & will intimate the customer to deposit the required Security amount, any other charges & outstanding arrears(if any) NSC is to collect the test report from customer duly signed by a licensed Electrical contractor before effecting power supply. Power supply to the customer is to be given by NSC staffs with the required materials (incl. Meter, TP Box & Seals) to be supplied by CESU (through imprest as per requirements). Power supply should be given with proper safety precautions, preferably in the presence of the concerned area lineman. Services level to release supply in urban and rural areas are maximum 07 working days and 10 working days respectively excluding the period from sanction of estimate by Divisional Engineer & receipt of completion & inspection report. NSC has to monitor, coordinate & capture the entire workflow process till consumer gets power supply / electricity bill. NSC will update all the details to the consumer master report as per CESU requirement & submit the same to division office both in hard & soft copy for generation of electricity bill. It is visualized that there will be a complete setup of New Service Connection Centre (NSC), well equipped to carry out the assigned job within the time frame, quality works & better customer satisfactions. 5. APROACH & METHODOLOGY: Contractor has to submit a detailed implementation plan for the setting-up and mobilization of CMC prior to full operation and commissioning containing :- a) Organisation's approach to ensuring to deliver best practice. b) Organisation s practices to keep themself uptodate on the current issues, opportunities and general information at their helpdesk / customer management centre to benefit the customers of CESU. c) Organisation s innovative techniques, initiatives and continuous improvement ideas that could be utilized to enhance the value of the service offers to CESU with reduced costs. 6. COMMUNICATION SKILLS: The CMC executives shall be able to communicate with the customers in three (03) languages, viz. Odia, Hindi & English (Speak/ Read/Write) with proper local accent, pleasant communication skills and the executives shall have good knowledge of the Utility services. Page 23

24 7. TRAINING: The contractor has to arrange the training programs for the manpower deployed at the customer management center. The executives deployed have to be trained on the following topics: Functioning of power distribution utilities. Customer management process at power distribution utilities Procedures to be adopted as per distribution code & practices. Customer care and customer service concepts. Telephone etiquettes and communication skills. Accent neutralization. Stress and work pressure handling. The training plans and training manuals have to be submitted to CESU for necessary vetting before taking up of the training program. CESU will conduct User Acceptance Test (UAT) before starting of the regular operation of the CMC. Training of CMC executives in soft skills & etiquettes as required for operations shall be provided by the contractor as and when it is required. The CMC executives shall have to update themselves about the relevant activities / services of CESU for which they will be briefed by CESU from time to time. CMC executives have also to acquaint themselves with all the rules & regulations of CESU/OERC, Electricity Act 2003 & any others law, bylaws of electricity sector. 8. SERVICE LEVEL PERFORMANCE : 1. SU System Uptime Measures in % 2. FCR - First Contact Resolution - % of cases resolved on first call. 3. ASA - Average Speed of Answer (<3 minutes) - time in seconds that the caller waits in the Queue. 4. CPU Call Pick Up - Measures in Seconds 5. AHT - Average Handle Time - Service level period. 6. Staff productivity Service per hour, Work carried per executive/ group. 7. Absenteeism - Unscheduled absenteeism of productive staff measured in %. 8. Tagging and logging of calls in software- Daily logged in time. 9. Dispatch of request /complaint received- Within scheduled time to concerning utility employee by CMC executives. 10. Acknowledgement- Acknowledgement of complaint rectified/request entertained to consumers. 9. MONITORING & REPORTS: CMC executives should have the ability to handle all types of requests/ call/ complaints and to provide necessary information to resolve the requests/ call/ complaints at his level itself. The call executives must maintain calm, polite and sophisticated approach while handling calls of aggrieved Page 24