INDIAN RAILWAY CATERING AND TOURISM CORPORATION LTD. (A Government of India Enterprise) An excellent business opportunity to provide services for IRCTC Excursion tour, Educational trip, Charter Coaches & charter train packages, Rail Tour Packages etc Expression of Interest (EOI) for empanelment Indian Railway Catering and Tourism Corporation Ltd. (IRCTC) invites Expression of Interest (EOI) from reputed Hotel, Transporter and Tour & Travel operators, Agencies, Consolidators of Tour Packages for empanelment as service providers for operation and management of Excursion tour, Educational trip, Charter Coaches & charter train packages, Rail Tour Packages etc.a panel of reputed and branded service providers shall be formed on the basis of technical scrutiny and shall be followed by the financial bidding. Interested organizations fulfilling the eligibility criteria may send their application as per the Technical format along with relevant enclosures enumerated on web site www.irctc.com on or before 15.00 hrs dated 21.01.2013. Addressed to Group General Manager Indian Railway Catering and Tourism Corporation Ltd. Zonal Office, 3, Koilaghat, Ground Floor, Kolkata- 700 001 Ph No: 033-22313132,033 22439045 Fax No: 033 22439046 EOI- Website 1
The applicants will be empanelled and categorized by IRCTC as Category- A, Category B & Category C operators on the basis of fulfilling the Minimum Eligibility Criteria. Eligibility to operate packages of IRCTC Category of operators Hotel Transport A B C Eligible to operate Rail Tour packages with confirmed train tickets, Road Tour Packages, LTC tour packages, Holiday packages, Customized tour packages, Car rentals & other tourism products of special interest Rail Tour packages with confirmed train tickets, Road Tour Packages, LTC tour packages, Holiday packages, Customized tour packages, Car rentals & other tourism products of special interest Rail Tour packages with confirmed train tickets, Road Tour Packages, Chartered Coach Tours, Chartered Train Tours, LTC tour packages, Holiday packages, Customized tour packages, Car rentals & other tourism products of special interest Rail Tour packages with confirmed train tickets, Road Tour Packages, Chartered Coach Tours, Holiday packages, Customized tour packages & Car rentals Rail Tour packages with confirmed train tickets, Road Tour Packages, Holiday packages, Customized tour packages & Car rentals Not Eligible to operate Chartered Coach Tours & Chartered Train Tours Chartered Coach Tours & Chartered Train Tours NIL Chartered Train Tours Chartered Coach Tours & Chartered Train Tours 2
Minimum Eligibility Criteria Hotel 1. Must be an Individual or proprietorship/ Partnership firm / Company duly registered in India. 2. Affiliation with FHRAI (Federation of Hotel & Restaurants Association India) or any Hotel Association will be preferred, Must be having atleast two star equivalent facilities. 3. Must have experience in the Tourism and Travel trade 4. Hotel must have minimum 25 well furnished rooms (AC/Non AC) on Single/Twin/Triple/Quad basis. 5. Hotel must have its own restaurant providing vegetarian/non vegetarian meals with minimum capacity of 50 with both buffet and Ala carte. 6. Proof of experience of handling large groups in the last 3 years 7. Must possess marketing & promotional tools viz., own website, Brochures, media plans etc., 8. Must have service tax registration. 9. Must have a PAN Card and be an income tax assessee 10. Must have a minimum of twenty five (25) staff strength Transport 1. Must be an Individual or proprietorship/ Partnership firm / Company duly registered in India. 2. Must be recognized transporter having its own fleet of AC & Non AC vehicle). 3. Details of the vehicle (type), copy of registration 4. Must have an minimum annual turnover of Rs Five Lakhs for the last financial year* 5. Must have a minimum experience of three (3) years in the Tourism and Travel trade 6. Must possess marketing & promotional tools viz., own website, Brochures, media plans etc., 7. Proof of experience of handling large groups for the last financial year. 8. Must have service tax registration 9. Must have a PAN Card and be an income tax assessee 10. Must have a minimum of twenty five (25) staff strength 3
Category A 1. Must be an Individual or proprietorship/ Partnership firm / Company duly registered in India, company must have all India presence. 2. Should have experience in operating Chartered train tours / Chartered coach tours. 3. Company should show experience and ability by way of organization to handle groups of 1000 or more passengers in tour. 4. Must be recognized/ registered from Central/State Government bodies viz. Ministry of Tourism, Government of India, state tourism department/board, IATO, ADTOI. 5. Must have an minimum annual turnover of Rs 2 crore in last financial year from travel & tourism business. 6. The company should have a net worth of atleast Rs.10 lakhs. 7. Must have a minimum experience of Five (05) years in operation of tour packages in respective areas 8. Copy of last 3 years financial balance sheet along with P & L account certified by a registered Charter Accountant. 9. Must have service tax registration. 10. Must have a PAN Card and be an income tax assesses 11. Must have a atleast of twenty five (25) tourism professionals as staff each having a diploma/degree in travel & tourism with experience of more than one year. Category B 1. Must be an Individual or proprietorship/ Partnership firm / Company duly registered in India, having in the state of West Bengal and / or Orissa and / or Assam and / or Bihar 2. Should have experience in operating Chartered coach tours. 3. Company should show experience and ability by way of organization to handle groups of 500 or more passengers in tour. 4. Must be recognized/ registered from Central/State Government bodies viz. Ministry of Tourism, Government of India, state tourism department/board, IATO, ADTOI. 5. Must have an minimum annual turnover of Rs 1 crore in last financial year from travel & tourism business. 6. The company should have a net worth of atleast Rs.5 lakhs. 7. Must have a minimum experience of Five (05) years in operation of tour packages in respective areas 8. Copy of last 3 years financial balance sheet along with P & L account certified by a registered Charter Accountant. 9. Must have service tax registration. 4
10. Must have a PAN Card and be an income tax assesses 11. Must have a atleast of ten (10) tourism professionals as staff each having a diploma/degree in travel & tourism with experience of more than one year. Category C 1. Must be an Individual or proprietorship/ Partnership firm / Company duly registered in India, having in the state of West Bengal and / or Orissa and / or Assam and / or Bihar 2. Should have experience in operating tour packages. 3. Company should show experience and ability by way of organization to handle groups of 500 or more passengers in tour. 4. Must be recognized/ registered from Central/State Government bodies viz. Ministry of Tourism, Government of India, state tourism department/board, IATO, ADTOI. 5. Must have an minimum annual turnover of Rs 50 lakhs in last financial year from travel & tourism business. 6. The company should have a net worth of atleast Rs.2.5 lakhs. 7. Must have a minimum experience of Five (05) years in operation of tour packages in respective areas 8. Copy of last 3 years financial balance sheet along with P & L account certified by a registered Charter Accountant. 9. Must have service tax registration. 10. Must have a PAN Card and be an income tax assesses 11. Must have a atleast of five (5) tourism professionals as staff each having a diploma/degree in travel & tourism with experience of more than one year. All the above A, B & C Category of operators must have the basic infrastructural facilities and capability to provide the following services I. Hotel a) Provide Hotel / Dormitory accommodation at places of Tourist interest across India in Deluxe/ Standard / Budget categories b) Hotel must have minimum 25 well furnished rooms (AC/Non AC) on Single/Twin/Triple/Quad basis. c) Hotel must have its own restaurant providing vegetarian/non vegetarian meals with minimum capacity of 50 with both buffet and Al carte. d) Hotel must have lift facility in case of multistoried building e) Hotel must have cloak room. f) Hotel must have the facility of Doctor on call. g) Hotel must have Fire extinguisher. 5
II. Transporter a) Provide Road vehicles in good condition ( A/C, Non-A/C Tempo travelers, Buses, Mini buses, cars etc.,) b) Must be recognized transporter having its own fleet of AC & Non AC vehicle. c) Details of the vehicle (type), copy of registration. III. Tour/Travel Operators (i) Backend services: (a) Provide Hotel / Dormitory accommodation at places of Tourist interest across India in Deluxe/ Standard / Budget categories (b) Provide Road vehicles in good condition ( A/C, Non-A/C Tempo travelers, Buses, Mini buses, cars etc.,) (c) Catering arrangements during the course of the tour to the traveling tourists including train travel or otherwise as per requirements of the tourists. (ii) Tour guide & escort services: Throughout the tour, if required (iii) Statutory compliances: Central/ Respective state Govt authorities with regard to obtaining licenses, permits, taxes etc., (iv) Travel insurance: They have to cover the passengers under Travel Insurance policy.i.e. for compensation/treatment during accidents incase of death, or part of body /limbs get affected or hospitalization due to some injury, etc. (v) Customer support services: Dedicated e-mails, phone numbers, Fax facilities, nomination of staff with mobile numbers or control offices for continuous monitoring, troubleshooting, complaints management etc., during the course of the tours or otherwise (vi) Apart from the minimum eligibility criteria as detailed above, IRCTC reserves the right to incorporate any segment/ product specific eligibility clause in the terms and conditions of the limited bid (Financial Bid- Packet-B) in the pubic interest. 6
Check list of documents to be submitted The following documents to be submitted along with the application S.No. Technical Criteria 1) Name 2) ESI & PF details Details Page Nos. (to be filled by the bidder) 3) Pan Card No. 4) Service Tax registration no. 5) Proof of Registration/ Membership/affiliations 6) Details of experience and proficiency in operating and handling each type of tourism products, depending on category for which application is preferred. 7) Balance Sheet for last 3 years duly certified by a registered Chartered Accountant. 8) P & L account for last 3 years duly certified by a registered Chartered Accountant. 9) Documents showing turnover and Net worth of the company for last 3 years 10) Registration certificate of the company along with the Articles of associations, address of registration etc 11) The Address and contact details of all offices with the contact details of contact person. 12) Details of tourism staff along with their qualification and experience 13) Details of EMD (Earnest Money Deposit) is given below Category EMD ( In INR) Hotel Rs.5000/- Transport Rs.5000/- A Rs. 1,00,000/- B Rs. 50,000/- C Rs. 25,000/- 7
I/We do hereby declare that the entries made in the above Packet A are true to the best of my/our knowledge and also that we shall be found by the acts of my/our duly constituted attorney. I / We hereby understand that the submission of offers / bids does not guarantee allotment of Licence as service provider of IRCTC for tourism products. I / We further understand that in case of any information submitted by me / us being found to be incorrect either before or even after the award of licence, IRCTC will have the right to summarily reject the bid, cancel the Licence or revoke the same at any time without assigning any reason whatsoever. Dated: SEAL Address: (Signature of the Applicant) Name 8
Primary segments/ packages of IRCTC are detailed below:- Rail Tour Packages Rail tour packages are all inclusive packages wherein the tourist is assured of the following:- 1. Confirmed onward and return train journey 2. Hotel accommodation as per the type package 3. Road transfers as per the tour itinerary on seat-in-coach (SIC) basis or Individual Vehicles as per requirements of the tourists 4. Catering services during the course of the tour These packages enable the tourists to enjoy a hassle free tour, as the services are undertaken by IRCTC, a govt undertaking. Charter Coach Tour Packages These are tour packages wherein IRCTC charters SL/3A coaches on select trains and designs tour itineraries to destinations which have demand from the travelling public. These packages also include confirmed round trip train journeys, hotel accommodation, road transfers, on-board and off-board catering and services of tour escort. Charter Train Tour Packages These are tour packages wherein IRCTC charters an entire train with a varying composition on select routes/circuits and designs tour itineraries to destinations which have demand from the travelling public. These packages also include confirmed round trip train journeys, hotel accommodation, road transfers, on-board and off-board catering and services of tour escort. Customized Tour Packages These are tour packages wherein IRCTC designs tour itineraries/packages to tourist destinations as per the requirements of the travelling tourist. These packages are tailor-made and include confirmed round trip train journeys, hotel accommodation, road transfers, on-board and offboard catering and services of tour escort. 9
TERMS & CONDITIONS OF EMPANELMENT 1. All applicants are expected to submit the technical papers (Packet- A ) on or before the last date of submission as per the Expression of Interest (EOI) publication. 2. Limited tender including Financial Bid (Packet- B ) will be called from the empanelled operators for the specific category and the operator offering the lowest quote will be finalized for a specific period as decided by IRCTC not exceeding the tenure of empanelment 3. The tenure or validity period of empanelment will be for a period two (02) years extendable for another 1 year depending on performance and delivery. IRCTC reserves the right to sanction such Extension to each empanelled operator subject to effective participation in the limited tender on case to case basis 4. During the assessment of technical scrutiny, any additional documents required from the applicant if found inadequate or otherwise can be subsequently called for / obtained and be included as part of technical papers. 5. All pages of this Expression of Interest (EOI) uploaded in the IRCTC website along with the requisite enclosures as detailed herein should be submitted by the applicants. 6. All technical papers (Packet- A ) submitted for empanelment should be serially numbered on the top right hand corner of every page. 7. The requisite instrument of EMD should be attached with page number one of the technical documents mentioned above. 8. The name of the applicant should be mentioned on the reverse of the respective DD/ Banker s Cheque, attached as SEMD (Standing Earnest Money Deposit). Category EMD ( In INR) Hotel Rs.5000/- Transport Rs.5000/- A Rs. 1,00,000/- B Rs. 50,000/- C Rs. 25,000/- Apart from the above EMD payable for empanelment the successful bidder(s) in the limited tender including Financial Bid (Packet-B) will have to remit the security deposit as required for the specific segment / product. 10
9. All the Pages of this Expression of Interest (EOI) (Packet- A ) should be duly signed and stamped by the applicant or authorized signatory of the applicant. 10. All documents enclosed, in support of Technical Criteria mentioned in Packet A, should be attested by an authority competent to attest the documents (Gazzetted officers of Central / State Govt. / MLA/MP/ Magistrate / Notary public etc.,) 11. Letter of empanelment indicating the date of validity and tenure will be issued to the applicants fulfilling the eligibility criteria. 12. EMD (Earnest Money Deposit) is refundable without interest on completion of the tenure of empanelment. 13. IRCTC reserves the right to de-list any applicant or at the option of the empanelled operator during the tenure / validity period of empanelment 14. IRCTC reserves its right to withdraw/cancel the panel after giving adequate notice to the empanelled operators or at short notice in the public interest. 15. There are three (3) regional offices over IRCTC/ EZ at Bhubaneswar, Patna and Guwahati. Limited Tender with specific terms and conditions duly including Financial Bid (Packet-B) for each segment / product will be called separately by each region from the empanelled agencies. 16. The company have to cover the passengers under Travel Insurance policy.i.e. for compensation/treatment during accidents incase of death, or part of body /limbs get affected or hospitalization due to some injury, etc. 17. The company has to do marketing and promotion on behalf of IRCTC of the activities that they undertake. 18. IRCTC may provide incentive incase service delivered is of high quality and also penalized incase of poor quality of service. An illustrative scheme is enclosed. 19. Use of the IRCTC logo and name has to be purely for promotion of the IRCTC products only and will be such such that it does not harm the image and brand name of IRCTC in any way. 20. In case of serious complaints regarding standard of services/behavior, IRCTC may taken action by way of fines, warnings or even termination depending on severity of lapse. 11
Disclaimer I/We understand that mere submission of documents as per the above Performa does not mean the qualification in Technical criteria. The papers/emd submitted will be checked and verified by the IRCTC subsequently, and the decision taken by IRCTC will be final and binding on me/us. Signature of Authorized Signatory 12
Incentive Scheme a. The off board service providers will raise bill to concern tourism officers, IRCTC Ltd., Zonal Office (office address on a monthly basis. Payment to the service provider will be made within 30 days after the receipt of the bills through cheque/neft/e Banking. The bill should be submitted in duplicate. The bill should contain details of service tax number of the Firm/hotel duly printed on the bill. The bill will be cleared based on satisfactory delivery of services by service provider based on the feedback collected by IRCTC. Satisfactory performance will mean as average of 3.8 to 4 on a scale of 5 for the service mentioned in point no. 2,3,4, & 5 in feedback form. Feedback is expected to be collected from at least 75% of the passengers availing package (one form per group/ family basis). b. Levy of penalty /incentive, based on satisfactory performance will be done as per below given formula ( point 2, 3, 4 and 5 of feedback form s will be considered for all the feedback received) c. In case the rating falls below 3.0, IRCTC will have the right to forfeit the security deposit and terminate the contract INCENTIVE TABLE Satisfactory Performance rating Incentive Penalty Average rating fo the trip for all form received= More than 4.8 3% extra - - More than 4.6 and upto 4.8 2 % extra - More than 4.4 and upto 4.6 More than 4.2 and upto 4.4 1 % extra - More than 4.0 and upto 4.2 - Average Rating of equal to 3.8 and up to 4.0 No Incentive No Penalty More than 3.6 and upto 3.8-1 % deduction More than 3.4 and upto 3.6 - More than 3.2 and upto 3.4-2 % deduction below 3.2-3 % deduction. 13