pre-bid response sheet and annexures a & bupite.gov.in/mediagallery/updescotenders/... ·...

of 101

CORRIGENDUM - 1

Selection of Call Centre Agency for Establishment & Operation of CM Helpline in the State of Uttar Pradesh (RFP Reference No. UPDESCO/CMH/2017/01)

PRE-BID RESPONSE SHEET AND ANNEXURES A & B

Details of Pre-Bid meeting

Date: 24 August, 2017

Time: 11:30 A.M.

Venue: e-Suvidha Conference Hall, Uptron Building, Gomti Nagar, Lucknow

Managing Director, Uttar Pradesh Development Systems Corporation Limited

of 101

PRE-BID RESPONSE SHEET

S. No.

Pg No.

Section Sub-section Details Clarification required Response

1. 33 4.1

4.1 Key

Aspects of the

Scope of

Work, Point 2

The Chief Minister Helpline

technical infrastructure will

comprise of Desktops, Servers,

Switch/PBX, Network Security

sub-system, ACD, Call Logger,

reporting system etc. of

sufficient capacity.

Network / server / voice infra

including ACD, Dialer, IVR, and logger

would be logically segregated with

access control. Our understanding is

that the client is fine with this.

The understanding is correct

2. 38 4.8

4.8 D IVRS and

change in

Content

Any update intimated by the

UPDESCO / GoUP must be

incorporated within 24 hrs or

earlier depending upon the

content and urgency. No extra

charges will be paid for IVRS

changes.

Minor changes can be

accommodated within 24hrs.

However for complex customizations

we would request to amend the

clause. Also it is recommended that

the cost for changes in IVR be borne

by the client, please confirm.

As per RFP

3. 39 4.9

Functional

Requirement

Specification

4.9 a point 5

(h)

IVRS solution should have

capability to transfer the

internal and external calls and

integration with other IVRS

systems like Dial 100

Please elaborate the entire scope of

integration with other IVRS systems

like Dial 100.

The IVRS system shall transfer the emergency calls to Dial 100, 102, 108 and 1090.

of 101

S. No.

Pg No.


4. 40 4.9

c) IVRS

Functional

requirements

(IVRS)pt no 1

When a call lands on the CCA

system, the caller should be

greeted with a pre- recorded

welcome note in Hindi

language

Our understanding is that UPDESCO

will provide Voice prompts for

welcome note. Please confirm.

Call Centre Agency (CCA) shall prepare voice prompts based on discussion with UPDESCO/ GoUP.

5. 41 4.9

c) Functional

requirements

(IVRS)

It should support Hindi and

English Languages

It is assumed that only two

languages i.e. Hindi and English to be

supported in IVRS?


6. 42 4.9

Functional

Requirement

Specification

d) Recording

Solution-Point

NO.4

Basic information about every

caller should be recorded and

stored in a database by CCE.

This database shall be updated

every time a new caller calls

up

Where IGRS database is residing?

What access will be available to CCE?

The Database is on Megh Raj cloud, Shastri Park, New Delhi. Please refer Section 5.1 (B) page no. 48 of the RFP. IGRS system will have a replica at CCA premise which will be synchronized with IGRS server through Web service & the access of replica will be available to Call Centre Executives (CCEs)

7. 33 4 Scope Of work

4.1 Key Aspects of the Scope of Work. Point 3

CCA shall work with various stakeholder including National Informatics Center (NIC), GoUP, UPDESCO etc. towards integration of Chief Minister Helpline call center with IGRS system.

Is there separate connectivity such

as MPLS/P2P required to connect to

client data center or it is to be

achieved via same internet link of

155 MBPS to access UPDESCO's

applications and for integrations.

Please mention UPDESCO's data

centers addresses - primary as well

as DR (if available) along with

contact information for link cost

1. The CCA shall connect through minimum 155 MBPS internet link with alternate connectivity to connect to IGRS data base. However, the Intranet connectivity is Bidder’s responsibility.

2. The Database is on Megh Raj cloud, Shastri Park, New Delhi. DR site is available. The contact shall be provided to the selected Bidder

of 101

S. No.

Pg No.


calculation. And do we need to

connect to both UPDESCO's data

centers?

Please clarify who will be providing

the WAN components (router,

firewall, etc.) at UPDESCO's data

centers; Vendor or UPDESCO?

3. WAN components at NIC data centres are already available. IGRS server shall access the replica server at CCA premise through web service.

8. General

General General

General Do the agents require any licensed

applications like MS office, etc. for

BAU?

Software/Application to meet CM helpline operations are required.

9. 45 4.9

e) Data

Analytics and

Reporting

Functional

Requirements

Point 7

Print and export in PowerPoint

facility shall also be available

for Analytics reporting

Do we have any requirement of

printing? If yes what are volumes

and printer desired?

The bidder may provision for printers for its internal administrative work with atleast 1 Multi-function printer

of 101

S. No.

Pg No.


10. 47 5.1.

Phase 1:

Implementatio

n &

Commissionin

g of UP Chief

Minister

Helpline

B. System

Deployment &

Integration

The CCA shall be responsible

to have high speed internet

Connection of minimum 155

Mbps or subjected to the

utilization of Bandwidth.

Kindly specify the per user Internet

bandwidth to be considered here.

Also which all applications are

agents going to access which may

require such high bandwidth?

The CCA shall connect through minimum 155 MBPS internet link with alternate connectivity to connect to IGRS data base. However, the Intranet connectivity is Bidder’s responsibility.

11. 15 Section II

Eligibility

Criteria

The Sole Bidder / Prime Bidder

should have positive Net

Worth in last three financial

years ( FY 14-15, FY 15-16 and

FY 16-17)

Request support, if the clause can be

changed to - The Sole Bidder / Prime

Bidder should have positive Net

Worth in any two of last three

financial years ( FY 14-15, FY 15-16

and FY 16-17)

As per RFP

12. 4

4.1

4.1 Key

Aspects of the

Scope of

Work. Point

no 7

The CCA shall also develop a

mobile application for UP

Chief Minister Helpline

Mobile Application will be created

for Android/iOS/both platforms?

Please refer Annexure A of Corrigendum - 1

13. General General

General

App to be developed in native or

hybrid platform (specific

requirement, if any)


of 101

S. No.

Pg No.


14. General General

General

Mobile App server will have direct

access to IGRS database or web

service/rest API will be provided


15. General General General

App will be published on app/play

store or OTA distribution


16. General General

General

If app will be distributed via app/play

store, does the client have required

developer accounts or we need to

create an account for the client


17. General General

General

Client will provide the brand

guidelines before designing of the

app UI/UX


18. General General General

Does the client have any info sec

requirement or standards that we

need to consider at time of

development

Please refer Annexure A of Corrigendum – 1

of 101

S. No.

Pg No.


19. Generic Generic

Generic It is our understanding that

Information Queries, Demand /

Suggestion call details will be

captured and stored in the CRM

database. Please confirm


20. 25

Brief

description of

grievance

redressal

process

Demand/

Suggestion:

In case of Demand/

Suggestion made by the

citizen, the matter shall be

routed to respective

departments for their

necessary action.

How will Demand / Suggestions

captured in CRM data transferred to

respective departments?

(a) Report as email attachment

(b) File transfer by FTP

(c) System integration via API, Web

service with specified UPDESCO

system?

The functionality shall be given through IGRS. IGRS system will have a replica at CCA premise which will be synchronized with IGRS server through Web service

21. 25

Brief

descripti

on of

grievanc

e

redressal

process

Information:

The CCE shall provide

necessary information to the

citizen based on the existing

database as well as

information on services

provided by the department.

The CCA shall be required to

collect the information on all

the services of respective

Government departments of

the state. The nodal officers/

SMEs shall work towards

refining and improvement of

this database. In case the

It is our understanding that a

knowledgebase solution integrated

with CRM will be required to answer

information queries. Is the

information to be loaded on this

knowledgebase available in a digital

format with the departments?

IGRS shall have this functionality which shall have one replica at CCA & hence available to Call Center Executives (CCEs)

of 101

S. No.

Pg No.


information is not available in

database, a call back may be

arranged.

22. 26-27

Process flow for grievance related calls

A. Input Channels

The information captured by the Chief Minister Helpline operator shall include: 1. Name 2. Aadhaar number (optional) 3.Mobile Number 4. Gender 4. Address 5. District/City/ Village 6. Department Name 7. Category of Issue 8. Description of problem (To be provided by Citizen) Follow-up calls of complainants shall also be catered by Chief Minister Helpline. The Chief Minister Helpline operator shall communicate the status of the complaint with the complainant based on the information fetched from the IGRS database.

It is our understanding that required

information for grievance calls will

be first captured in the CRM and

then will be posted to IGRS system

via system integration. Please

confirm

For follow-up calls UPDESCO will

allow and support required system

integration to fetch complaint

status, information from the IGRS

system. Please confirm


23. 27

Process

flow for

grievanc

B. Registration & Assignment

Once the call is registered, the complaint shall be automatically assigned to the concerned L1 officer mapped

This escalation function will be

executed by IGRS system? Please

confirm


of 101

S. No.

Pg No.


e related

calls

in the IGRS system. The complainant and the concerned L1 officer shall receive an SMS notification confirming complaint registration.

The information captured during the call shall be stored on the IGRS database

24. 27-28

Process

flow for

grievanc

e related

calls

B. Registration & Assignment

SMS sent to complainant shall have the following details- 1. Complaint Number 123XXX 2. Minimum timeline ( XX Days) 3. Type of complaint SMS sent to the concerned L1 official shall include the following details - 1. Complaint Number 123XXX 2. Citizen name and Contact number 3. Type of complaint

This SMS function will be executed by IGRS system? Please confirm

Yes. The understanding is correct

25. 28

Process flow for grievance related calls

C. Issue Resolution/ Escalation

"Once the complaint is assigned, the concerned L1 official shall review the complaint for its correct assignment. In case the complaint is wrongly assigned, the complaint then will be routed

1. Assignment of complaints will

automatically happen after

registration. Please confirm

2. Re-assignment of complaint in

case wrongly assigned will be

1. Yes. The understanding is correct 2. Yes. The understanding is correct

of 101

S. No.

Pg No.


to Chief Minister Helpline center. The departmental nodal officials/ Subject Matter Experts shall review the complaint and re-assign it to the correct department and L1 official. The L1 official shall take necessary action on the complaint to resolve it and update the log within the IGRS system and make the complaint “Partially Close”. In case the L1 officer failed to take appropriate action within the stipulated timeframe, the complaint shall be automatically escalated to L2 official." "The “Partially Closed” complaints shall be automatically routed to outbound function of Chief Minister Helpline. The Chief Minister Helpline operator will call the complainant and ask for his/ her feedback on the solution made by the concerned official. If the complainant is satisfied with the solution provided,

manual process handled at the

contact center. Please confirm

3. How will IGRS system trigger the

feedback call in CRM? System

Integration, Offline periodic report

delivered via email, FTP?

4. Outcome of the call will need to

be updated to IGRS system from

CRM by system integration for

further action on the complaint

5. In case of negative feedback

escalation to L2, L3 level will be

handled by the IGRS system. Please

confirm?

3. The functionality is well defined in IGRS & shall be triggered online 4. Yes. The understanding is correct 5. Yes. The understanding is correct

of 101

S. No.

Pg No.


the complaint shall be closed, otherwise the complaint shall be assigned to L2 official for necessary action."

26. 35

4.3 Analytics & Reporting

One of the main objectives of this program is not only to run a call center but also to collect information and present it further to the UPDESCO and concern departments. The Chief Minister Helpline Solution shall be equipped with extensive reporting capabilities to generate various reports based on GoUP requirement. The user interface for reporting tools shall be online and GUI based. This will enable Government of Uttar Pradesh achieve better quality of services to resident citizens. The data analytics tool shall play a key role in achieving the program objectives and hence analytics should (but not limited to) generate reports based on functional requirements of the project. CCA shall be required to build the required

Please indicate approximate number

of external users for the Analytics &

Reporting module.

Will access level control be required

for this module? I.e. Information

access will be controlled by the user

level of the person accessing the

module.

All Mapped Users/ Officers In the CM Helpline (Approx. 18,000 which shall be increased in due course) Yes. The understanding is correct

of 101

S. No.

Pg No.


MIS/Dashboard as required by UPDESCO/ GoUP.

27. 39

4.9 Functional Requirement Specification

a) Computer Telephony Integration and Automatic Call Distributor

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 CCE screen and must also update the IVRS usage details into the CRM as the caller traverses through the IVRS and reaches the CCE

Caller data and history will only be

retrieved from the CRM database.

IGRS system will only be accessed if

details / status of a grievance need

to be checked. Please confirm


28. Generic

Generic

Generic

CRM software, database to be

hosted at UPDESCO data center OR

CCA data center?

The replica server shall be hosted at CCA data Center. Please refer section 5.1 (B) page no. 48 of the RFP

29. Generic

Generic

Generic

For this project IGS will customize a

home grown CRM system and IP

rights for the software will remain

with IGS during and after the project

tenure. Please confirm this is

acceptable by UPDESCO?

Agreed

30. Generic

Generic

Generic

Can CRM be outsourced to 03rd party vendor of IGS, may not be part of consortium

No

of 101

S. No.

Pg No.


31. 16 2 7.9

The Sole Bidder / Consortium

Members must have at least

100 Seater Call Centre

operations for Central Govt./

State Government in India

This Clause should be changed to - "The Sole Bidder / Consortium Members must have at least One Call Centre operations for Central Govt./ State Government in India"

As per RFP

32. 48 5 5.1.B

The CCA will be providing the

storage system for call

recordings and shall be

recorded and accessible for at

least 180 days via web and

local application, thereafter

the call recordings may be

shifted to another storage

system

Time Period for another storage system needs to be defined

The data shall be archived throughout the contract period

33. 53 5 5.1.I

Training room ( with seating

capacity of 300 )

Needs further clarification on seating capacity

Please refer Annexure A of Corrigendum – 1

34. 29 Section

III

3.2.2/D/Issue

Resolution on

Escalation

The audio of the calls for

negative feedback shall be

available for L2 official for his/

her reference. The L2 official

shall work towards resolution

of the issue and “partially

closed” complaints and

depending on the feedback of

complainant, the complaint

It is for Inbound Complaint call or Outbound Feedback call?

Outbound feedback call

of 101

S. No.

Pg No.


shall be closed or escalated to

L3 official.

35. 29 Section

III

3.2.2/D/Issue

Resolution on

Escalation

The L2 official may instruct L1

official and ask for Action

Taken Report (ATR) on the

escalated complaint.

ATR would be in scan format or text format, if scan format, should it be uploaded?

The ATR shall be entered on IGRS database & may be in any of the format.

36. 30 Section

III

3.2.2/E/Specia

l Close cases

L3 official shall be able to

“Special close” the issue with

notification to complainant for

reason for closing it. In such

cases, feedback from

complainant shall not be

sought. Subsequently, the

option for “Special Close” may

also be given to L1/ L2 official

if required.

L4 officer would get Special close access?


37. 31 Section

III

3.3 /

Integrated

Grievance

Redressal

System (IGRS)

CCA shall be responsible to

coordinate with NIC &

integrate the functionality of

Chief Minister Helpline with

IGRS.

In case of this Masters for All database should be same with that database?

Query not clear

38. 34 Section

IV

4.1/11/Key

Aspect Of

Scope Of Work

Who will bear the cost of maintenance? Request department to take handover of infrastructure after completion of contract period.


of 101

S. No.

Pg No.


39. 34 Section

IV

4.1/12/Key

Aspect Of

Scope Of Work

CCA shall be responsible to

provision additional CCEs The

ownership of infrastructure

commissioned by CCA shall be

transferred to UPDESCO/

GoUP after one year of

commissioning of Chief

Minister Helpline. The

responsibility of operations

and maintenance of Chief

Minister Helpline shall remain

with CCA throughout the

contract period without any

additional cost to UPDESCO

during peak hours of call

density.

Billing would be on attendance based or login hours based

Login hours based. Also, Please refer Annexure A of Corrigendum - 1 for ownership transfer.

40. 34 Section

IV

4.1/13/Key

Aspect Of

Scope Of Work

CCA shall indicate spare

capacity in their existing

operations at the time of

submission of bids that could

be made available to enhance

call center operations as per

the call volume.

Need clarity on that The same is being done so that CCA may provision spare infrastructure capacity in case UPDESCO asks the bidder to increase the number of seats. Hence, Bidder is requested to provide the expansion plan during the presentation.

41. 34 Section

IV

4.1/20/Key

Aspect Of

Scope Of Work


for appropriate insurance

coverage of the personnel

engaged by the Agency for the

It is about life insurance or health insurance

As per the prevalent Govt. rules

of 101

S. No.

Pg No.


job at his own cost as may be

required for successful

completion of the job.

42. 35 Section

IV

4.1/30/Key

Aspect Of

Scope Of Work

UPDESCO/ GoUP shall

nominate at least 10 officials

from the departments

pertaining to maximum

number of receipt of

grievances. Departments in

coordination with CCA shall

train at least 20 CCE to

become subject matter

experts on processes &

schemes of various GoUP

departments.

Sitting arrangement, pcs hardware would be provided by CCA or Department?

CCA will provide the same & the department officials will sit along with CCEs. The Bidder shall be required to install new IT/Non-IT Hardware including the furniture. UPDESCO shall have the rights to ask Manufacturer’s Authorization Letter/ Invoice to verify the same.

43. 40 Section

IV

4.9/Functional

requirement

Specification

/b) Automatic

Call

Distributor

Call Centre Solution - It should

support routing for emails

received on the Contact

Center email account

Email Exchange server to be deployed or will use UPDESCO gateway for the same

CM Helpline Email account, if required, shall be provided and maintained by UPDESCO/ GoUP

44. 41 Section

IV

4.9/Functional

requirement

Specification

/c) Interactive

Voice

IVRS should support voice and

DTMF

Numeric DTMF or Alphanumeric

DTMF

Numeric DTMF

of 101

S. No.

Pg No.


Response

System

45. 45 Section

IV

4.9/Functional

requirement

Specification

/e) Data

Analytics and

Reporting

Number of calls transferred to

other Call center

Subjected to provide calling number

of other call center, In this case CLI

will be passed for CMH in place of

Actual citizen


46. 48 Section V

5.1. Phase 1:

Implementatio

n &

Commissionin

g of UP Chief

Minister

Helpline/B/Sys

tem

Deployment &

Integration


to have high speed internet

Connection of minimum 155

Mbps or subjected to the

utilization of Bandwidth.

Need clarity on that The CCA shall connect through minimum 155 MBPS internet link with alternate connectivity to connect to IGRS data base. However, the Intranet connectivity is Bidder’s responsibility.

47. 49 Section V

5.1. Phase 1:

Implementatio

n &

Commissionin

g of UP Chief

Minister

Helpline/C/Ha

rdware


for Business continuity &

Disaster recovery

Does CCA create a separate location

for the BCP or will be placed the

same at Data Centre/UPDESCO

CCA shall have the responsibility of DR for its Data centre. The location should be within India with UPDESCO consent

of 101

S. No.

Pg No.


Installation &

Up gradation

48. 49 Section V

5.1. Phase 1:

Implementatio

n &

Commissionin

g of UP Chief

Minister

Helpline/D/Ap

plication

Development

Setting up of IVRS, setting up

dashboards, language option

of English and Hindi etc.

CRM/Complaints would be in Hindi

or English as well

As per RFP

49. 90 Section

VIII

8.20/Changes

in the

Applicable

Laws related

to Taxies &

Duties

After the date of the issuance

of LOI, there is any change in

the Applicable Laws of India

with respect to taxes and

duties, then the same shall be

borne by the Call Centre

Agency.

It should get varied as per changes in

taxes slab / applicable taxes.


50. 95 Section

VIII

8.21/SLA/

Note/C

No penalty shall be levied for

first three months from date

of Chief Minister Helpline

commissioning on Average

Speed of Answer and

Abandoned Call Rate. Penalty

shall be levied for delay in

commissioning.

AHT and Quality should be waived

off for First Three month period


of 101

S. No.

Pg No.


51. 77 Section

VII

7.13/Earnest

Money

Deposit (EMD)

INR 50,00,000/- (Rupees Fifty

lacs only) of only Nationalized/

Scheduled Banks, drawn in the

form of Bank Guarantee in

favor of “Managing Director,

Uttar Pradesh Development

Systems Corporation Limited”

payable at Lucknow

NSIC should be applicable for tender

cost and EMD.

As per RFP

52. 34 Section

IV

4.1/Key

Aspects Of

SOW / 14

UPDESCO/ GoUP shall bear

the cost of: PRI AND SMS

PRI and SMS API will be provided by

department by their name or

department will reimburse the

monthly cost to vendor.

CCA will be reimbursed for the monthly cost as per actuals with respect to PRI cost. The PRI charges shall be approved by UPDESCO. IGRS shall have the functionality of sending SMS.

53. 16 Section II Eligibility

Criteria

The Sole Bidder/ Consortium

Members must have at least

100 Seater Call Center

operations for Central Govt./

State Government in India

Since Nature of job is fully pertains to

government department hence

experience to 100 seat is small count

it should be at least 450 , which may

be a justify the project decorum

As per RFP

54. 47 Section V Project Phases

and Plans

Project Phases and Plans.

5.1. Phase 1: Implementation

& Commissioning of UP Chief

Minister Helpline

A. Infrastructure

Development.

Department should consider below point 1) Premise to be given by department so that bid price would not impacted and clear seat cost has come up 2) Looking at the transportation aspects of 1000 plus employee which is to be deployed for this project, and to avoid the absentees which is also a

As per RFP

of 101

S. No.

Pg No.


(1) The CCA shall identify

appropriate space in Lucknow

city for setting up of UP Chief

Minister Helpline. Such space

may be rented or owned by

the CCA.

big challenge regarding this activity. Considering above fact premise has to have in the prompt place of the city. Bidder may try to get that premise at the minimum cost so that their bid will be at the competitive price which dilutes the employees comfort. 3) Rent reimbursement is a request directly to premise owner .over and above of seat cost

55. 34 Section

IV

4.1/Key

Aspects Of

Scope Of Work

/ 13

CCA shall indicate spare

capacity in their existing

operations at the time of

submission of bids that could

be made available to enhance

call center operations as per

the call volume.

Is this restricted to state only or we can make available the operations outside of state where our call center exists.

The same is being done so that CCA may provision spare infrastructure capacity in case UPDESCO asks the bidder to increase the number of seats. Hence, Bidder is requested to provide the expansion plan during the presentation.

56.

In case of consortium, invoice can be raised to department by either consortium partner.

No. Prime Bidder will raise the invoice

57.

In case of natural calamity / riots etc., penalty should not get impose for the day.

As per RFP

58. 51 5.1:F Phase 1:

Implementatio

n and

Phase 1: Implementation &

Commissioning of UP Chief

Minister Helpline

Please specify the Manpower common criteria like qualifications, age, gender, etc. if necessary

Please refer Annexure –B of the Corrigendum 1

of 101

S. No.

Pg No.


Commissionin

g of UP Chief

Minister

Helpline

59. 52 5.1:F

Phase 1:

Implementatio

n and

Commissionin

g of UP Chief

Minister

Helpline

Phase 1: Implementation &

Commissioning of UP Chief

Minister Helpline

Please specify the computer, furniture, and cooling specifications.

As per RFP

60. 15 7 Eligibility

criteria

Insert OEM criteria also The proposed contact center OEM should be listed in “Leaders” quadrant of IDC or Gartner Unless OEM criteria is put, the tender ask of provide robust helpline system as said on page 11 cannot be met

As per RFP


criteria

Insert OEM criteria also The offered solution should have been implemented in at least two emergency call center with minimum 100 seats in India and the same should be operational at the time of bidding

As per RFP


criteria

Insert OEM criteria also IP PBX system shall have valid TEC compliance

As per RFP

of 101

S. No.

Pg No.


This is to ensure Chinese companies who have not been validated don’t enter unless they are complied.

63. 21 3.2 Uttar Pradesh

CM helpline

The Helpline is estimated to

receive more than 80,000 calls

per day and more than 55,000

outbound calls to be made per

day

The call center solution should have been implemented in minimum 3 projects (Emergency/Non-Emergency/BPO) handling over 100,000 calls per day in each project in India or abroad in last 5 years. Documentary evidence to be submitted. Since the said calls are going to be more than 100,000, it is requested that the documentary evidence is asked to such call centers and three numbers to ensure OEM is stable and reliable.

As per RFP


CM helpline





day

The offered solution should have been implemented in at least two emergency call center with minimum 100 seats in India and the same should be operational at the time of bidding. Since the said calls are going to be more than 100,000, it is requested that the documentary evidence is asked to such call centers and three

As per RFP

of 101

S. No.

Pg No.


numbers to ensure OEM is stable and reliable.

65. 22 3.2.2

Envisaged

Chief Minister

Helpline

Model

Citizen shall also register

complaint through IGRS web

portal, mobile application,

Chief Minister Office / District

Magistrate Office and other

sources of manual registration

In today’s digital word the communications cannot be restricted only by phone, the CM helpline should allow citizens of state to reach by EMAIL, CHAT and multimedia which are becoming the preferred mode of connect for the youth.

As per RFP

66. 33 4.1__2 Key aspect of

scope of work


technical infrastructure will

comprise of Desktops, Servers,

Switch/PBX, Network Security

sub-system, ACD, Call Logger,

reporting system etc. of

sufficient capacity

All the offered Contact Center components i.e. PBX, Gateways, ACD, CTI, IVRS, Reporting, Recording and IP Phones must be from same OEM Accountability, scalability and interoperability can only be attained so that only serious OEMS are considered and all non-serious OEM are rejected

As per RFP

67. 27 4.1__27 Key aspect of

scope of work


call center shall have

adequate redundancy options

for smooth operation of the

call center

Since no failure rate has been said, the call center should define the uptime of >=99.5 to ensure all the systems are provided in redundancy, certified by OEM. Redundancy is a key aspect and determining the uptime means all

AS per RFP

of 101

S. No.

Pg No.


the bidders stick to redundancy parameters

68. 47 5.1

Phase 1:

Implementatio

n &

Commissionin

g of UP Chief

Minister

Helpline

Redundancy and Scalability The IP PBX should be scalable up to

10,000 users on the single server

You want the same system to be

redundant but not duplicated at the

time of scaling like two more servers

are provided for inbound, 1 more for

inbound, etc. so that minimum space

and rack be maintained

As per RFP

69. 47 5.1

Phase 1:

Implementatio

n &

Commissionin

g of UP Chief

Minister

Helpline

Redundancy and Scalability IP telephony system shall have two identical sets of IP PBX server(s) in active-active/hot standby configuration. Each set of IP PBX server(s) shall perform the functions & scope of work in IP telephony i.e. communication, UC etc. independently and shall have no single point of failure This needs to be determined to make sure the system is deployed in active -active configuration and no ongoing calls are lots of one server fails.

As per RFP

of 101

S. No.

Pg No.


70. 36 4.4

Channels

Supported by

Chief Minister

Helpline

Inbound In today’s digital word the communications cannot be restricted only by phone, the CM helpline should allow citizens of state to reach by EMAIL, CHAT and multimedia which are becoming the preferred mode of connect for the youth.

As per RFP

71. 39 4.9

Functional

Requirement

Specification

The stated Functional

requirement shall include but

not limited to the following

The proposed PBX should be IP Based and should have a gateway-server architecture This to ensure that the PRI lines terminating are on different device than that of server. If PRI or server issue happens they are isolated and don’t impact the entire call center.

As per RFP

72. 22 3.2.2

Envisaged

Chief Minister

Helpline

Model :

Process flow

of grievance

related calls

Police emergency, Fire and

Ambulance

Since the system is slated to handle Emergency calls also, the system should have defined Uptime and OEM criteria to ensure no emergency calls are missed OEM criteria is essential to be defined to ensure maximum uptime is ensured during Emergency calls. OEM criteria like 3 reference check, technology should be capable to handle so many calls, Gartner, etc. should be defined to ensure only

AS per RFP

of 101

S. No.

Pg No.


tried, tested and robust technology is deployed.


CM helpline





day

Call Blocking Application to be deployed to automatically blocks calls from spammers and robot-callers who have been registered in blacklisted callers list This is a must to have feature when the large scale call center and emergency services are deployed and to ensure that only relevant calls go through.

As per RFP

74. 15

Section

II:

Eligibility

Criteria

7 (2)

The Sole Bidder should have minimum average Annual Turnover of INR 100 Crores in the last three financial years ( FY 14-15, FY 15-16 and FY 16-17) or In case of Consortium, The

Prime Bidder should have

minimum average Annual

Turnover of INR 100 Crores in

the last three financial years (

FY 14-15, FY 15-16 and FY 16-

17) & its consortium member

should have minimum average

Annual Turnover of INR 10

Crores in the last three

Query not mentioned

of 101

S. No.

Pg No.


financial years ( FY 14-15, FY

15-16 and FY 16-17)

75. 90 Section

VIII

8.20/Changes

in the

Applicable

Laws related

to Taxies &

Duties

There is any change in the Applicable Laws of India with respect to taxes and duties, then the same shall be borne by the Call Centre Agency.

Tax aviation should be applicable Please refer Annexure A of Corrigendum - 1

76. 16 Section II Eligibility

Criteria

The Sole Bidder/ Consortium Members must have at least 100 Seater Call Center operations for Central Govt./ State Government in India

Minimum 400 seat should be required as this is a government project

As per RFP

77. 47 Section V Project Phases

and Plans

Project Phases and Plans. 5.1. Phase 1: Implementation & Commissioning of UP Chief Minister Helpline A. Infrastructure Development. (1) The CCA shall identify appropriate space in Lucknow city for setting up of UP Chief Minister Helpline. Such space may be rented or owned by the CCA.

Rental part should be reimbursed As per RFP

78. Any one of partner can raise invoice

should be applicable instead of Prime bidder

No. Prime Bidder will raise the invoice

of 101

S. No.

Pg No.


79. 15

Section II: Eligibility Criteria

7 (2)

The Sole Bidder should have minimum average Annual Turnover of INR 100 Crores in the last three financial years ( FY 14-15, FY 15-16 and FY 16-17) or In case of Consortium, The Prime Bidder should have minimum average Annual Turnover of INR 100 Crores in the last three financial years ( FY 14-15, FY 15-16 and FY 16-17) & its consortium member should have minimum average Annual Turnover of INR 10 Crores in the last three financial years ( FY 14-15, FY 15-16 and FY 16-17)

It is requested to consider 50 crore as a turnover in the last three financial years (FY 14-15, FY 15-16 and FY 16-17.

As per RFP

80. 15 Eligibility Criteria II

7.2

Annual Turn Over of INR 100 CR

While the eligibility criterion is by and large reasonable, the stipulation of minimum average turnover of 100 Crores In previous three years is too harsh and impractical. Over 95% of IT/ITES/BPO/call centers do not annual turnover of 100CR or above.

As per RFP

of 101

S. No.

Pg No.


Many of such call centers are carrying on huge Central/state government projects like that of MGNREGS, CM helpline etc... In commendable manner. This stipulation will make most of the call centers having desirable infrastructure and experience ineligible. Only a handful of big IT firms will be able to participate in this RFP albeit they do not have any experience for such activity. It will be just unfair if the stipulation of annual turnover is revised to 30-35 Crores. This gesture will make many genuine and well experienced call centers to participate in the RFP.

81. 33 4.1 (2) How many levels are required in the

CRM software to be produced? How many fields need to be captured?

Please refer section 3.2.2 page no. 24 & 26

82. 33 4.1 (5)

We’d request for the timing of Outbound calls to be revised. We’d request the shift to start form 9AM instead of 7AM.

As per RFP

83. 34 4.1 (14)

Will the gateway for SMS be provided or will it be procured by us? Who will bear the cost of the same?

UPDESCO/GoUP shall provide SMS gateway and bear the cost of the same

84. 35 4.1 (24) The backup mentioned in this point

is of 2 hours. Whereas on page 53 clause 5.1 (I, 5) the UPS backup

The clause shall be read as “24. The CCA shall provision for electricity and back up for Chief

of 101

S. No.

Pg No.


mentioned is for 5 hours. We’d request clarification on the same.

Minister Helpline at no additional cost to UPDESCO/ GoUP. The Chief Minister Helpline shall have minimum of Five (5) hours battery back-up for computer systems followed with Generator back up to operate complete infrastructure”

85. 35 4.1 (29)

We’d request you to please provide brief information regarding the data analytics tool that needs to be deployed for the project.

The tool should meet the requirement as mentioned in Section 4.3 & 4.9 (e). The tool shall be proposed by the Bidder during the Technical presentation.

86. 36 4.5

We’d request you to please revise the span of support staff to executives as for 1000 CCEs we’d require at least 40 Team leaders, 20 Quality Analysts and 20 trainers per CCE

The indicative numbers have been mentioned and can be increased by CCA in meeting the RFP requirement

87. 36 4.5 (11) Request for defining the role of Data Entry Operator

Data Entry Operators shall not be required to be deployed by CCA

88. 39 4.9 (a) (1)

Please specify how many recording

remote users will be required to access the server for call recordings?

All mapped officials of CM Helpline

89. 40 4.9 (b) (8)

Please provide a list of other

departmental call centers where the calls would need to be transferred.

The IVRS system shall transfer the emergency calls to Dial 100, Dial 102, 108, 1090.

90. 41 4.9 (c) (4)

Please provide details on the IVRS post level 1(Language Selection). Please also suggest call routing map further to level 2 and 3

As mentioned in the RFP in detail

of 101

S. No.

Pg No.


91. 41 4.9 (c) (7)

Please provide information on the

method of integration. Will it be

through API or any other means?

To be decided after selection of CCA

92. 41 4.9 (c) (9)

We’d request clarity on how audio-

text will be incorporated for playback of music.

As per RFP

93. 49 5.1 (C) (4)

What is the percentage of disaster recovery required? We’d request you to please provide some details in this regard.


94. 53

5.1 (I) Key Facilities Pt. 2

Please clarify if we need one training room with the capacity of 300 or we can deploy multiple training rooms with capacity of 40-50.


95. 53 5.2 Support Services for Chief Minister Helpline Portal Pt. (e)

Please clarify if the mobile application needs to be android based, IOS based or both.


96. 91 8.21 What will be the Beta period after process implementation

As per RFP

97. 91 8.21 (2) Request for modification of the AHT from 200 to 250 seconds.

As per RFP

98. 91

VIII

8.21

Average Handle Time (AHT)

Inbound Not more than 200 seconds

As the CM helpline will be integrated with 71 different departments so considering a capping of 200 seconds would not be justified based on the different requirements of the departments. We request you to kindly reconsider this clause.

As per RFP

of 101

S. No.

Pg No.


99. 16

II

In case of Consortium, The Prime Bidder should have minimum average Annual Turnover of INR 100 Crores in the last three financial years ( FY 14-15, FY 15-16 and FY 16-17) & its consortium member should have minimum average Annual Turnover of INR 10 Crores in the last three financial years ( FY 14-15, FY 15-16 and FY 16-17)

As there is a qualification for 100 Cr turnover in the last 3 financial years for the sole bidder. However, the same criteria is also being mentioned in case of consortium wherein the prime bidder needs to have 100 Cr financial turnover. If the prime bidder is already having a turnover of 100 Cr, then he would be able to bid as a solo entity and there would be no need of a consortium. Hence we’d request you to please reconsider the clause in the case of a consortium and allow the joint turnover of both the parties to be equal to 100 Cr.

As per RFP

100. 22 SECTION III

3.2.2

Envisaged

Chief Minister

Helpline

Model

Brief description of grievance redressal process: 1. Citizen shall call Chief Minister Helpline by dialing a toll free number for registering complaints, suggestions, information or demand.

Please clarify that all calls would be registered by CCE in IGRS or in a separate CRM which will be developed by CCA.

Please refer section 5.1 (B)

101. 22 SECTION III

3.2.2

Envisaged

Chief Minister

Helpline

Model

4. Complaint shall be transferred automatically to L1 officer and SMS containing details of unique complaint registration number, complainant name and phone

Is the L1 to L4 officers list is inbuilt in IGRS system? Procedure for providing updated list. Is that list will be integrated by CCA in separate CRM? Please clarify.

Yes. The mapping of official shall not be responsibility of CCA

of 101

S. No.

Pg No.


number shall also be delivered to him/ her. The concerned officer shall access the logged complaints through IGRS.

102. 26 SECTION III

3.2.2

Envisaged

Chief Minister

Helpline

Model

Process flow for Grievance related calls

IGRS Stem is a single system or combination of multiple systems like pgportal.gov.in, jansunwai.gov.in. Etc. please clarify.

IGRS is a Single System maintained by National Informatics Center (NIC)

103. 33 SECTION IV

4.1 Key

Aspects of the

Scope of Work

7. The CCA shall also develop a mobile application for UP Chief Minister Helpline

On which platform this mobile app need to developed. Like - Android, IOS, Window, blackberry etc. and how many languages should be supportive. Any expected numbers of users, who will access this mobile app.


104. 34 SECTION IV

4.1 Key

Aspects of the

Scope of Work

11. CCA shall install necessary IT infrastructure for operation of Chief Minister Helpline including PCs, LAN connection with cabling, headphones, and any other required facilities for handling calls & back end operation. However, the ownership of infrastructure commissioned by CCA shall be transferred to UPDESCO/ GoUP after one year of commissioning of Chief Minister Helpline. The

The ownership of infrastructure commissioned by CCA should be transferred to UPDESCO/ GoUP after three years. As per seat cost depreciation value. Please clarify.


of 101

S. No.

Pg No.


responsibility of operations and maintenance of Chief Minister Helpline shall remain with CCA throughout the contract period

105. 34 SECTION IV

4.1 Key

Aspects of the

Scope of

Work, Point

no. 14

No. of PRIs Maximum how many calls would be required on call waiting

No. of PRIs shall be increased in order to reduce call rejection

106. 34 SECTION IV

4. Scope of

Work, point

no. 12

CCA shall be required to rent/ lease the required space in Lucknow for the establishment of 500 seater Chief Minister Helpline extendable to 1000 seats capacity. CCA shall be responsible to provision additional CCEs without any additional cost to UPDESCO during peak hours of call density

As per SLA, CCA can go maximum 500 manpower in 1 shift. Please clarify

As per RFP

107. 35 SECTION IV

4.1 Key

Aspects of the

Scope of Work

24. The CCA shall provision for electricity and back up for Chief Minister Helpline at no additional cost to UPDESCO/ GoUP. The Chief Minister

With ref. to page no. 53 in Indicative Infrastructure requirement, it’s mentioned the UPS back up is required for 5 hours for entire IT infrastructure). Please clarify.

The clause shall be read as “24. The CCA shall provision for electricity and back up for Chief Minister Helpline at no additional cost to UPDESCO/ GoUP. The Chief Minister

of 101

S. No.

Pg No.


Helpline shall have minimum of two hours battery back-up for computer systems followed with Generator back up to operate complete infrastructure.

Helpline shall have minimum of Five (5) hours battery back-up for computer systems followed with Generator back up to operate complete infrastructure”

108. 48 SECTION V

5.1. Phase 1:

Implementatio

n &

Commissionin

g of UP Chief

Minister

Helpline

B. System Deployment & Integration

The IGRS system will be integrated on Database level or web level.

Replica of IGRS shall be hosted at CCA Data center through web service integration

109. 49 SECTION V

5.1. Phase 1:

Implementatio

n &

Commissionin

g of UP Chief

Minister

Helpline

4. The CCA shall be responsible for Business continuity & Disaster recovery

As the process will be operated from one location. Kindly advice on the requirement of DR site.


110. 51 SECTION V

5.2. Phase 2:

Operations

and

Maintenance

of UP Chief

Minister

Helpline

F. Manpower recruitment What would be the eligibility criteria?

Please refer Annexure –B of the corrigendum 1

of 101

S. No.

Pg No.


111. 56 SECTION V

5.4. Project

Timelines

The project Timelines would start from the date of signing of contract (T). The tentative timelines is as follows: Phase 1

Hardware installation is starting in 2nd week but no additional timeline define for Hardware procurement and delivery for computers, Servers, Internet, network equipment’s etc. Procurement and delivery requires minimum 5 weeks. Please clarify.

As per RFP

112. 100 General

Email services for CM helpline How e-mail system will work and

what will be the domain. Please

clarify

It’s not the part of Process, for official use only. CM Helpline Email account, if required, shall be provided and maintained by UPDESCO/ GoUP

113. 39 Section: 4.9

Functional

Requirement

Specification

a) Computer

Telephony

Integration

and Automatic

Call

Distributor

The IVR shall be able to link ACD, IVR, call recording etc. to information held on a CRM database about the inbound caller.

In call recording please confirm if

screen recording required or not. If

yes then what is the %?

Screen recording is not required.

114. 49 Section: C.

Hardware

Installation &

Up gradation

The CCA shall be responsible for Business continuity & Disaster recovery

Pls confirm the location for BCP&DR. CCA shall have the responsibility of DR for its Data centre. The location should be within India with UPDESCO consent

115. 37 4.8 Change

Management

IVRS and content changes How frequent the IVRS will change

please confirm.

Depends on the project Requirement

of 101

S. No.

Pg No.


116. 39 4.9

Functional

Requirement

Specification

a) Computer

Telephony

Integration

and Automatic

Call

Distributor

It should be suitably integrated with CRM and other communication media (phone/ email/ SMS) to send/ receive data

Pls confirm the ratio of seats

required for Email/Chat/SMS

The system should have the functionality as per the RFP

117. 34 Section 4.1.11

Will the Call Center agency will

transfer all IT assets ownership to

UPDESCO after successful

completion of 1 year of contract


118. 34 Section 4.1.13

CCA shall indicate spare capacity in their existing operations at the time of submission of bids that could be made available to enhance call center operations as per the call volume.

Pls confirm that Bidder shall declare

spare capacity in the existing

Operations at the time of the bid

(Spare Capacity at Lucknow or

Overall).

The same is being done so that CCA may provision spare infrastructure capacity in case UPDESCO asks the bidder to increase the number of seats. Hence, Bidder is requested to provide the expansion plan during the presentation.

119. 53 Section 5 (I)

Key Facilities

Training room [with seating capacity of 300]

Training Room with capacity of 300

seats will require lot of space and

very high infrastructure cost.

Multiple 30 seater rooms have more

functional is necessary or we can

adjust as per the space available.


120. 53 Section:5.2

Data Storage 1. The data related to information, suggestions,

Indefinite, can it be further defined

to include some time frame after

The data shall be archived throughout the contract period

of 101

S. No.

Pg No.


demand and grievances shall be stored indefinitely

which the data can be transferred to

UPDESCO. GoUP Data Center

121.

Page No-91

Section:8.21

Service Level

Agreement

1. Call Response Time 80% calls to be answered in 15 seconds, 4. Abandon Rate Less than 5 %

SLA mentioned here and other

similar SLA, needs clear

benchmarking for defining call target

and subsequent achievement.

As per RFP

122. 33 4, Scope of Work

In absence of proper technology

standards bidder might not be able

to get same standard platform,

which can result in creating IT

security vulnerability as well as

question mark can be put on

reliability of Infrastructure. As this

center will be saving Citizen Data like

AADHAR number and other personal

details including Phone Number, Call

recordings etc. it’s important that

Govt. mandates system and platform

should be compatible with

Information security standards like

PCI DSS Compliance for Call

recordings and other Call related

data as well as Data Security

Standards.

Current RFP doesn’t has any

functional and technical specification

for Contact Centre Infrastructure.

This can lead to a situation where

As per RFP. Please refer 5.1 (B & C).

of 101

S. No.

Pg No.


bidder can use any product which

might or might not be able to scale

up and provide secure and reliable

Contact Centre platform. We will

suggest UPDESCO to include

standard specification for Hosted

Contact center which should be used

from secure data center. Following

qualification points for Technology

Platform should be introduced in

RFP

123. 39


Current functional specifications

doesn’t provides technical

specifications. In absence of that

UPDESCO might not be able to

evaluate right technical solution

We will suggest Entire platform

Specifications to be added to the

tender. Platform specifications are

as listed below:

Contact Centre Platform

Specifications

1.1.1 Contact Centre

Platform Architecture

As per RFP

of 101

S. No.

Pg No.


(Department should ask for a latest

Technology standard platform which

can serve Citizen on Multiple

channels like Voice, Data , Email,

Webchat, Social Media)

Proposed Platform architecture shall

consist of three lay;

1. Access layer – Voice, Video and

Data communications must be

supported by the solution, hence

access by citizen (calling the

Platform) can be made from the

PSTN network by voice call, SMS, Fax

call or from 3G video network / IP

video phone, or by email/ chat /

social network.

2. Network Layer - Network layer

shall consist of interconnection of

RISL Data Centre hosted Platform

with Access layer having PSTN/

Internet/ 3G network. The network

layer will also consist of network

infrastructure containing rout,

switches, firewalls, load balance and

redundant hardware platform that

runs applications for hosted

Platform. Adequate redundancy and

of 101

S. No.

Pg No.


resiliency of network layer is critical

for normal working of Contact center

platform

3. Application layer – Application

layer consists of software

components that offer features,

functionality e.g. Dialer, ACD, IVR,

Call agent, routing, domain name,

resiliency at software module level

(in case of DR site) and applications

for other critical functions for

Platform viz. recording, reporting,

NMS applications, storage archival,

mediation, BI (business intelligence).

Bidder can suggest solution

architecture with some variations

with respective details. The solution

proposed should take into account

all the lay of platform architecture

mentioned above.

Support for the virtualization of all

Platform Components shall be

available on the latest hypervisor

technology.

Support for virtualized/Thin Client

based Agent Application using VDI

(Virtual Desktop Infrastructure) shall

be available.

of 101

S. No.

Pg No.


No degradation in services or

performance of any Platform

component because of virtualization

especially for real-time and delay

sensitive applications like voice and

video, shall be experienced.

In addition to continue to focus on

core areas including platform

management, bandwidth control,

availability, business continuity and

direct provision of services, bidder

would also assume responsibility for

the following.

create and manage different services

for different process/ Unit / Platform

o SIP Extension

o Inbound/Outbound/Multimedia

blended Agents

o Outbound Dialer Strategy or

Campaign Manager

o Single Call Flow Designer for IVR

/Inbound / Outbound / Email /

Webchat Call flow

o Call Flow Designer should also

support third party applications

of 101

S. No.

Pg No.


through standard application blocks

like Web Service

o Call Flow Designer should

provide Integration with Nuance ASR

/TTS and Voice Bio Metric

o Integrated Recording Solution

which should record Voice, Email

and Chat Transcripts

o USSD Platform with SCE tools

from Same OEM

o Single Web Based Agent User

Interface which should handle

Inbound/ Outbound Email and

Webchat from Same Interface

all network and compute

components

upgrade

network(s)

ning and

management

Platform) support services

of 101

S. No.

Pg No.


services

Integration services

124. 39


Platform should be designed for

99.99 SLA and it should be deployed

on reliable network architecture.

1.1.1.1 Network Architecture

The solution should support a

Business Continuity Platform (BCP)

architecture, allowing it to be

resilient and distributed across

multiple locations.

Bidders are required to provide a

solution designed with BCP

architecture to maintain 99.99%

service uptime.

The proposed design however

should consider latency limitations,

performance impact, MPLS network,

bandwidth requirements, criticality

of the components for solution (to

design same at central location or at

distributed locations), regulatory

requirements in the respective

As per RFP

of 101

S. No.

Pg No.


geography for having such service

offering. Bidders are required to

provide network requirements, with

clearly mentioned performance KPIs

for the network with a specified

range for these KPIs for satisfactory

performance of the solution.

The platform should have support

for department level redundancy -

wherein instead of building a full

capacity DR site, only specific high

value state departments would be

setup at the DR site and the

switchover between sites takes place

only for the selected citizens and

other citizens continue to operate on

the original site.

125. 39


Platform should support current and

future communication platform

including SIP

1.1.1.2 Protocols

System should support an open

protocol based architecture. Support

for following VoIP

protocols/methods is required in the

front-end VoIP server of the

platform for interfacing with the

citizen’s media-gateway, Session

As per RFP

of 101

S. No.

Pg No.


Border Controller, IP PBX and

Agents: -

1. SIP (RFC 3261) – Mention all

supporting standards/ RFC for SIP

2. SDP (RFC 4566) – Mention all

Supporting standards / RFC for SDP

3. SIP-H.323 Interworking in case

VoIP end points at department

locations (Media-Gateway/ IP PBX

etc.) supports either H.323 only or

SIP only

4. Support for DTMF using

RFC2833

5. Support for DTMF using SIP

INFO

6. Support for NAT Traversal for

Signaling and Media in case Agents /

media gateway are behind NAT &

PAT.

7. Support for ISDN PRI (E1, T1) in

Media- gateway

126. 39


As UP Govt. doesn’t intends to buy

this platform it’s important that UP

Govt. data should be secured in

separate database which should be

in control of UP Govt. This

functionality can be achieved only by

As per RFP

of 101

S. No.

Pg No.


ensuring Platform is multi-tenant

platform

1.1.1.3 Multi-Tenanting Multi-Tenanting is defined as

architecture in which a single solution

instance serves multiple Process/

Unit / Platform but still maintains

individual data including Dialer, ACD

configurations, IVVR, SIP PBX,

reports, Multi Media recordings and

third-party integrations. Should

bidder choose to propose individual

instances of their application

(cloaked) under the definition of a

multi- hosted proposition, they will

be required to explain the following:

-

Department for example Police, Fire

and Medical Response Services

methodology for each new



mechanism required for each

of 101

S. No.

Pg No.




control – for the ‘platform’ and

‘Department for example Police, Fire


methodology

d purpose of

‘Virtualization’

Following are the key requirements

for the multi-tenant architecture;

1. Proposed solution should

support multi-tenant architecture to

host multiple process/ Unit /

Platform

2. In a multi-tenant environment,

it is critical to be able to manage

resources, such that they can be

partitioned between process/ Unit /

Platform.

3. Partitioning should be on basis

of capacity, features to be activated,

User creation (one process/ Unit /

Platform should not see

configuration, CDRs, reports and

of 101

S. No.

Pg No.


recordings of another process/ Unit /

Platform)

4. Resources must also be

monitored in terms of their grouping

and partitions, so that appropriate

process/ Unit / Platform-specific

reports can be created.

5. It should have hierarchical

structure – Process/ Unit / Platform,

supervisor, admin and agents

6. Access control and privileges

should allow control of data access to

specific process/ Unit / Platform only.

7. Service instances –

Customizations done for one

process/ Unit / Platform should not

impact another process/ Unit /

Platform.

8. Access to data should be

secured.

9. Log trail for each process/ Unit

/ Platform for their changes.

10. Process/ Unit / Platform specific

IVR tree, service flow definitions

11. Higher traffic volumes/over

utilization by one citizen or

Customizations / Professional

Services (PS) work for one process/

of 101

S. No.

Pg No.


Unit / Platform should not have any

impact on the performance of service

for other citizens

12. Recordings of individual

process/ Unit / Platform must be

partitioned.

127. 39 4.9

Functional

Requirement

Specification

As this platform will capture UP

Citizen Data, it should ensure that

Citizen data is not compromised.

1.1.1 Platform Security

The platform should be designed

with security as a high priority. To

ensure the greatest possible

security, it should include tenant,

database, and communication

security components. The platform

should be a fully multi-tenant

capable platform that enables a very

large number of isolated tenants to

coexist on a single system. Each

tenant can only access data via their

password-protected application

interface.

Should use Active Directory for user

information storage and creation.

Active Directory, which is inherently

secure, is designed to support

As per RFP

of 101

S. No.

Pg No.


organizational units of landlord and

tenant. Using Active Directory,

tenants can create users with

different security levels, such as

administrator, supervisor, and user,

and can also define custom security

groups. Security settings are

inherited. It should be possible to

create users who have the same

names in different tenants, a very

important capability for a multi-

tenant system.

It should be possible to create virtual

entities within single tenant using

Permission Profiles functionality,

where administrative/supervisory

rights are assigned to managers

allowing them to perform their tasks

on selected subsets of groups, for

example, reviewing reports of

specific team or to be able to barge-

in to calls.

The Contact Center Platform should

force users to authenticate when

logging in to the system with

username and password, managed

by Active directory. Platform should

also support deployment of Active

of 101

S. No.

Pg No.


Directory Federation Services

(ADFS). This is to use single sign on

services or more advanced

authentication methods. With

support of SAML, this authentication

can be obtained from an external

identity providers.

To ensure that all traffic among the

platform's components is

transmitted in a secure fashion, it

should utilize SSL with 128-bit

encryption in its Inter Process

Communication (IPC) layer. SSL

should also be used in any web

services communication using HTTPS

via port 443.

128. 41


d) Recording

Solution

Current Specifications doesn’t talks

about any encryption and voice

recordings will keep sensitive citizen

data like his AADHAR number, his

other Got relationship ID etc.,

System should ensure that all the

voice recordings are Encrypted and

stored as non-media files in secure

database and can only be accessed

by secure Web Browser with

Decryption key. Platform should be

As per RFP

of 101

S. No.

Pg No.


PCI- DSS compliant for all the voice

recordings

System should provide a solution for

voice, screen, video and multimedia

session recording.

System should provide an option to

specify the location for the storage

of recorded files.

System should also have the

capability to schedule recording data

migration to the tenants own

database

Every recording must have a

reference key parameter to identify

recording and fetch data.

System should support integration

with major 3rd party recording

solutions. The vendor is asked to

specify all third party recording

solutions with whom interoperability

is available

Solution must record and store

compressed file and specify which

compression is supported for storing

voice, video and screen records.

System must support archival of

recordings and restoration of data as

required for regulatory purposes.

of 101

S. No.

Pg No.


The Agent should have option to

pause/stop the recording during

financial transaction. This option

shall be enabled / disabled via the

tenant administrator tool.

129. 48

5: Project Phases and Plans

Redundancy

and Scalability

As Same platform can be extended

to multiple departments in UP Govt.

so scalability is a key point.

1.1.2 Scalability

The Hosted Platform solution

should support up to 500000

Interactions capacity (for Platform

components). The system should be

scalable to meet each department’s

capacity requirements without

impacting performance and

reporting. System components must

support cascading of hardware and

software modules to augment

capacity. System software must be

licensed across all

platforms/instances.

Vendor shall provide necessary

dimensioning specifications with

results of benchmarking and load

testing.

The hosted Platform solution shall

have a pool of resources shared

As per RFP

of 101

S. No.

Pg No.


across multiple departments. Each

department can have different

capacities ranging from 10 seats to

300 seats. Vendor should state

maximum number of seats

supported per department and the

number of servers required to

achieve the above scaling for 100

departments.

The solution must be designed to

have a perpetual license pool across

multiple platform instances in multi-

platform architecture. Proposed

Platform should provide licensing

mechanisms for the proposed

Platform solution. This should also

include license limitations (if any)

number of departments, agents,

IVVR ports and so on. OEM should

provide reference certificate for

500000 calls per day capacity

installations.

130.

General point not in RFP It’s a prestigious project for UP Govt.

and technology OEM credentials will

be off paramount importance.

Global vendors like Gartner

produces Gartner Magic Quadrant

which is an Established and proven,

As per RFP

of 101

S. No.

Pg No.


go-to resource for an objective

perspective on Contact Centre

Infrastructure technology and

service markets. So UPDESCO should

ask for OEM credentials in that and

also ask for Financial performance of

OEM

1.1.3 Contact Centre Technology

Platform OEM

·The OEM should be in

Leaders/challengers Quadrant of the

latest Gartner’s Magic Quadrant for

Contact Center Infrastructure

·The OEM should be Profitable for

the last 3 consecutive years from the

date of Bidding

·Managed Service provider should

have direct contract with OEM for

providing 24 x 7 Telephonic technical

assistance and support.

·The OEM should give an

undertaking on their letterhead for

the above points.

131. 52

Section 5: Project Phases

Indicative

Infrastructure

requirement

If all the data is stored at agent

location it will be vulnerable to data

breach. Govt. policy is to take safe

As per RFP This will be evaluated in technical presentation.

of 101

S. No.

Pg No.


and Plans

data center as a service to safe guard

citizen data.

Contact Centre Platform and other

hardware where Citizen information

will be stored should be Hosted in

Level 3 Data Centre and should

connect to agent location on MPLS

connectivity.

132. 35 4. Scope of Work

Point 25, 26

As this platform will be handling

Citizen related information, Data

security should be top priority.

Hence international Data Centre

security standard should be applied.

1.1.4 Data Centre Parameters

The Contact Centre platform should

be hosted in a Tier-III Data Centre

with following features:

COMPLIANCE STANDARDS

ISO 27001 Certification



SSAE 16 SOC 1 Type II

Building strengthened as per IS

1893: 1984 criteria for

earthquake resistant design of

structure

As per RFP

of 101

S. No.

Pg No.


Power Redundancy with N+N

UPS Redundancy and N+1

Generator Redundancy

Physical Security

Access to Data Center is restricted to authorized personnel only

Use of electronic badges and biometric scanning systems for access to controlled data center area.

Camera surveillance monitoring at all data center levels and locations.

Log retention system for access and video surveillance.

24x7x365 onsite security staff providing protection and governance.

Audits conducted by independent firms periodically.

Environmental Controls

Facilities with dual power path/feeds.

VESDA / Fire Suppression.

of 101

S. No.

Pg No.


Sufficient fuel storage and service agreement with fuel suppliers.

Sufficient UPS backup, supported by Diesel generators.

HVAC with redundancies.

Flood Detection and Continuous facility monitoring.

Network Access Infrastructure

High-Performance network access with a carrier-agnostic network backbone Infrastructure.

Eliminating failure points throughout the network, with isolated fault-domains.

Self-healing networks with proactive network management methodology monitoring network efficiency2.

Real-time monitoring to address anomalies.

Integrated Distributed Denial of Service Infra protecting from network based attacks.

of 101

S. No.

Pg No.


Guaranteed network uptime backed by Service Level Agreements.

Human Resources

Background Verification of employee profiles for screening of those accessing customer Infrastructure.

Formal Non-Disclosure and Confidentiality Agreements on Employees.

Annual security awareness training for employees.

Operations Security

Compliance driven policies, implemented and reviews annually.

Governance, Risk and Compliance Management Processes.

Secure document and media management and distribution.

Business continuity plan focused on availability of Infrastructure.

Security Organization

of 101

S. No.

Pg No.


Security Operations Center monitoring and managing security.

Chief Security Officer’s organization managing risks and compliance processes.

Security advisory during major incidents observed globally and in the region.

133. 40


b) Automatic

Call

Distributor

Agents should be able to view the

number of calls in Queue, the max

call waiting time, CLI of calls in

Queue.

Support to announce Expected wait

time to get service and Queue

position to the caller. Incoming fax

should be delivered as an email to

agent and should be saved in .tiff

format

1.1.1 Agent Application Features

The UI should be HTML 5 web-based

and work across a number of

browser applications including

Internet Explorer, Chrome and

Firefox, confirm.

As per RFP

of 101

S. No.

Pg No.


It should be possible to configure the

UI to occupy a very small area on the

desktop – provide screenshots.

Agent Application Multimedia

Handling Requirements

Dial pad

ANI display

Speed dials

DTMF support

Hold

Mute

Redial

Available/ unavailable with reason

for unavailable

Change of login password

Call recording indication

Agent can trigger call recording/

screen recording.

Schedule call back

Chat history

Work from home mode

Multi call support and toggle

between multiple calls

Assistance request from supervisor

Silent/ Whisper/ Barge in Monitoring

modes

of 101

S. No.

Pg No.


Display of no. of calls handled with

average AHT since last login.

Knowledge base availability

Ability to support whisper call

announcement to provide

information to agent for the offered

calls.

Call transfer / conference functions

Agent to agent call

Transfer call to PSTN

Transfer call to supervisor

Transfer call to agent

Conference call to supervisor

Conference call to agent

Chat window setting

Multiple chat window display – up to

9 sessions

Link to Chat

Smart Docking and Sizing

Option to upload FAQ’s

Recent Call History

Agent can see the status of Other

Agent

Tab for transferring call to

system/IVR

Spell check

of 101

S. No.

Pg No.


The agent UI should contain a full

service email handler – vendor to

describe main functions and

features.

The system should enable multiple

simultaneous web chat sessions per

agent.

A scheduled caller ‘Call-back’ option

should be available.

The import of call-back lists should

be supported.

Lead list Management Server should

be present at the customer’s site.

A Retry Schema for Multiple

Numbers should be present and

support to change these settings in

real-time without stopping the

campaign should be available

Option for setting filters for each

campaign and the filters shall

provide option for doing changes on

real-time without stopping the

campaign.

The Dialer should support speech

analytics – please describe the

training and set up methodology

required for Service Provider and

tenant.

of 101

S. No.

Pg No.


134. 40


c) Interactive

Voice

Response

System

Current IVR specifications doesn’t

provides any view on how to

manage IVR call flow. This can lead

to a limited IVR functionality. We will

suggest following standard IVR

functionalities should be asked so

that Citizen can have optimal

experience on IVR self-service.

The proposed solution must provide

an IVVR call flow designer tool

(Audio/Video). This tool should have

a highly flexible, graphical tool for

design and deployment of IVVR call

flow;

System should provide the tool to

design IVR call flow by drag & drop,

Copy & paste node/tree, delete set

of parameters and variables

System should provide open web

API, and should be able to call

http/https URLs for integration with

third party system

System should have the capability

for developing, testing and publish

the IVR call flow from a centralized

system

As per RFP

of 101

S. No.

Pg No.


System should have the capability to

develop customized libraries in the

designer studio

The system should have W3C

standard VXML browser, CCXML

Browser and Calmly browser

capabilities

Designer studio should have Service

creation blocks for creating call flow.

The designer studio should contain

features to convert audio files such

as MP3 or WAV, and video files such

as MPEG, AVI, MOV or FLV to the

correct IVR & IVVR format.

System should provide interface to

upload audio or video fragments.

IVR logic developed using drag drop

mechanisms should create a

backend VXML script which can be

edited.

IVR should be capable enough of

transferring data collected over IVR

to the agent interface e.g. Queue

Name, Agent ID, Call ID, IVR input

selected by caller.

IVR should have capability of

masking/encrypting the data to

of 101

S. No.

Pg No.


ensure the safety of sensitive

information.

IVR designer should have Multi-

language support – vendor to

describe all languages currently

supported

IVR should have inbuilt functionality

to play Date time values, Numerical

values, and textual messages.

The system should contain an online

debugging tool to debug online IVR

flow (output of each block to be

given and on pressing key next

module to be activated). Different

debugging levels to be configurable

(e.g. warning, error, information,

debugging) – please describe

IVR designer should provide

mechanism to connect to external

IVR services, running on XML or

VXML based application. Flexibility

to connect to external IVR/number is

to be provided

The IVR Interface should be available

at each customer location to

change/upload for example, the

Greeting file (wave file) in the IVR.

For example, if they want to change

of 101

S. No.

Pg No.


the greeting message on a Public

Holiday. This feature can be

restricted at Super Admin level and

changes in the IVR should be

available in Audit Trail report -

describe

Integration of TTS engines and

provide details of TTS engines used

either own solution or 3rd party

products.

135. 35-36

4 3

Are you looking for using some

specific reporting tool (Tableau,

PowerBI, Qlikview, etc.), or open for

suggestions?

The tool should meet the requirement as mentioned in Section 4.3 & 4.9 (e). The tool shall be proposed by the Bidder during the technical presentation. UPDESCO is open to suggestion

136. 20 52

3 5

1.2

I- 7

What is the resource requirement

for predictive analytics (for

predicting call type and call volume),

i.e. manpower, software license,

etc.?

Separate software license will be

required for reporting AND for

predictive analytics tools.

Please refer Section 4.5 of the RFP. The tool should meet the requirement as mentioned in Section 4.3 & 4.9 (e). The tool shall be proposed by the Bidder during the Technical presentation. Please refer Annexure –B of the Corrigendum -1 for manpower qualifications

137. 36 4 4 Is there an expectation of specific

Educational requirements and

Experience Levels for each Position

Please refer Annexure –B of the Corrigendum -1

138. 36 4 4 Is there an expectation to have

separate set of agents to perform

The Bidder can have multi skilled agents to perform the operations

of 101

S. No.

Pg No.


Inbound / Outbound / Call Back

support, or we can have multi skilled

agents supporting all 3 campaigns

139. 36 4 5 Can you provide the volume of

digitization of letters on daily,

monthly and yearly basis?


140. 36 4 5

Will the digitization of letters happen

post the contract signing or historical

letters would also need to be

digitized?


141. 36 4 5 Can you provide high level skill sets

for resources to be deployed

including support?


142. 52 5 1 H What are the training timelines

envisaged?

This will be a continuous process to adhere with quality and SLAs as detailed out in section 5.1 of the RFP

143. 52 5 1 H

Would UPDESCO provide initial

training content?

UPDESCO/NIC & Other stakeholders shall provide the required information to train the CCEs in running the helpline operations smoothly. Initial Training for the pilot batch may be imparted to CCAs TTT on need basis. However, It shall be the CCAs responsibility to develop the content in a structured format. e.g. scripts, soft skills, Departmental attributes etc.

144. 52 5 1 H What would be the Skill-set required

for Trainers and Associates, i.e.

educational or technical


of 101

S. No.

Pg No.


qualification/certification etc. and

what would be the Certification

process for Trainers & certification

threshold?

145. 52 5 1 H

Would client intervention be

required for trainer certification

after initial TTT, i.e. who would

certify a new trainer, UP CM Helpline

or Business Partner?

This will be certified by the CCA. However, UPDESCO shall have the right to suggest in the training process.

146. 52 5 1 H What would be UP CM Helpline

intervention post training in existing

system, after any new hire goes live?

UPDESCO shall have the right to suggest in the training process.

147. 52 5 1 H

Who manages the user-id/passwords

for applications? What is the SLA for

getting the application IDs activated

for New Hires?

CCA will be responsible for the same as soon as induction of the new hire happens

148. 52 5 1 H

What all types of training reports

would be required by UP CM

Helpline and their frequency,

templates, dashboards, etc.?

As mentioned in the RFP

149. 52 5 1 H

What is the overall training duration

in the current scenario for different

LOB's and duration of OJT (On-the

Job Training) and % of login hours

during the OJT period?

The same shall be proposed by CCA and approved by UPDESCO considering the factors like call volumes, abandoned calls, call quality etc.

150. 52 5 1 H Do we have any dummy data

available in live applications to be

Yes. Shall be provided by IGRS to the selected Bidder

of 101

S. No.

Pg No.


used during training for hands-on-

practice for the new-hires?

151. 24/34

3 4

2.2

1

Call back to be done to caller if call

disconnected within 5 mins or after

5 mins. Please reconfirm as two

different statement mentioned on

Page 24 and Page 34

The concerned point mentioned at Page no. 34 shall prevail. Call back shall be given wherein the citizen call is disconnected due to waiting time of more than 5 minutes or an appropriate time as decided by UPDESCO/GoUP

152. 91 8 21

Call backs to be done through Dialer

or Manual, if manual than how many

attempts to be done to Call back a

non-contactable caller

Automatic call back with single attempt. It may be increased or decreased to be decided at later stage.

153. 91 8 21

Would there be any Calls Forecasting

process to be followed after 3

months to lock the maximum

volume to be managed by CCA and

to plan manpower accordingly

Please refer Section 4.8

154. 19 3 1.2 Can you share the exhaust list of

what all queries will be addressed by

CC

The same shall be shared to the successful Bidder as a part of continuous operational process

155. 22 3 2.2 Do we need to keep a copy of letter

in warehouse for storage purpose

No

156. 22 3 2.2.1 Do you want us to create solution

where citizen will send mail to CC

from APP


157. 23 3 2.2.3 After resolving the query do we need

to send SMS to citizen " Your Query

resolved "

Yes, IGRS system shall have this functionality

of 101

S. No.

Pg No.


158. 23 3 2.2.3 Are we going to take survey out in

terms of NPS score? How Much they

are satisfied with query?

It may be decided mutually

159. 23 3 2.2.3 Out of 8 information what is the

minimum information one to be

filled in database.

The same shall be modified as a part of continuous operational process

160. 26 3 2.2.3 What is the minimum information

we are considering for letter to be

processed?

This is Bidder’s out of scope

161. 30 3 3 What is the frequency of update

being given to CC.

As & when required

162. 30 3 3 Total 32,19,567 till July'17. Is this

only for this FY'17-18, Can you share

the break up with us

As per RFP

163. 30 3 3 Is there any schedule downtime for

IGRS? How complaints taken care

during down time?

Please refer Section 5.1 B. Since there is replica available, Downtime is of no concerned.

164. 31 3 3

Do we need to propose the

monitoring tool or else Please

specify the existing monitoring tools

and can we leverage the same

IGRS shall have the functionality

165. 37 4 8

Please specify the ITSM tools

available or Do we need to propose

the ITSM tools for delivering the

service. Also, please specify if a cloud

based solution can be proposed.

Cloud based shall not be acceptable

of 101

S. No.

Pg No.


166. 32 4 2 Do we need knowledge

management tool also?

IGRS shall have the functionality

167. 21 3

2.2

Physical

Letters

What is the route of Physical Letters

digitized copy flow in to IGRS


168. 33 4

1.7

Mobile

Application

development

Scope

Kindly Detail out the specifications

for the mobile app. For Pricing and

sizing.


169. 33 4

1.7

Mobile

Application

development

Scope

How does this link to the existing

Jansunwai Android App.


170. 33 4

1.7

Mobile

Application

development

Scope

The input mode for CCA in terms of

mobile application will be existing

Jansunwai App or the one that CCA

develops


171. 37 4

7

Operating

Hours

What is the FTE definition in the no.

of hours per month?

As per RFP

of 101

S. No.

Pg No.


172. Email, Social

Media

Are the queues of Social media and

email under the scope, If yes what is

the flow diagram

Please refer Annexure A of Corrigendum - 1 Email response shall not be part of the CCA’s scope. CM Helpline Email account, if required, shall be provided and maintained by UPDESCO/ GoUP

173. 40 4 9.7 Can you provide the expected

numbers of emails that are meant to

be received

Email response shall not be part of the CCA’s scope

174. 40 4 9 What will be the number of

resources that would be deployed

for emails


175. 40 4 9

Will the resources who are

responsible for Inbound and

Outbound calling also be responsible

for responding to emails


176. 40 4 9 Will the support provided be

primarily in Hindi or is there any

other language support required

Hindi

177. 56 5 4

The Tentative timelines of 6 weeks

are very short for a project of this

nature. Appreciate if these can be

revised to 12 weeks.

As per RFP

178. 21 3 1 What all features are available in

existing IGRS?

The comprehensive functionality shall be informed to the selected Bidder

179. 21 3 1 Is existing IGRS system scalable to

support the increased user base

once UP CM Helpline is integrated?

IGRS scalability shall be taken care of by NIC

of 101

S. No.

Pg No.


180. 26 3 1 Integration of IGRS with PG portal is

already there. It will not be in scope

of this RFP.


181. 33 4.1 3

For integration of UP CM Helpline

mobile app with IGRS, required web

services / code changes in IGRS will

be provided by NIC?


182. 33 4 1.7 The new UP CM Helpline mobile app

will be for use of citizens only?


183. 38 4 8.I

Any changes in the UP CM Helpline

web application and / or mobile app

will also come under ambit of

change management.


184. 48 5 1.B

For integration the web service /

code changes in IGRS will be taken

care by NIC and will not be in scope

of CCA?

Changes in IGRS shall be made by NIC

185. 15 2

Eligibility

Criteria Pt:7

Row-2 of Table

Request please consider the financial

credentials of the parent company

for 100% owned subsidiary

As per RFP

186.

General technology Queries

1. Please provide the IVR call flow, call volume, AHT, IVR closure% 2. Will the IVR be integrated with some database? If yes, is the database static or dynamic??

1. As per RFP 2. Yes. shall be dynamic 3. As per CRM

of 101

S. No.

Pg No.


3. Please provide Technical Details of the application that will integrate with the IVR – Database, Platform & Architecture. 4. Is there requirement of third party integration like SMS Gateway etc., if yes, please provide complete details, also confirm if SMS gateway will be provided by client? 5. We understand, Is survey by phone feature is required for customer feedback or suggestion? 6. TechM assume Client will provide TFN/non toll free number, Please confirm in case TechM need to provide. 7. We understand associates will Log-on to local Domain for windows login and then remotely access government provided applications/portal. 8. "Please confirm on type of connectivity that need to be considered. Is it via VPN over Internet/MPLS/P2P?

4. IGRS shall have the functionality of sending SMS. The SMS charges shall be borne by GoUP 5. The same may be decided at later stage 6. Toll free number shall be provided by UPDESCO/ GoUP 7. Please refer section 5.1 (B) Bullet no. 5 8. The CCA shall connect through minimum 155 MBPS internet link with alternate connectivity to connect to IGRS data base. However, the Intranet connectivity is Bidder’s responsibility.

of 101

S. No.

Pg No.


9. Please confirm whether Client would extend this connectivity till nearest TechM PoP OR TechM has to provide connectivity till Client Data center for accessing the applications? " 10. If TechM has to provide connectivity till Client Data Center, please provide Client data center address. 11. Can Agents access TechM

domain

9. CCA shall have to provide connectivity till Client Data center for accessing the applications. Pls refer section 5.1 (B) 10. The Database is on Megh Raj cloud, Shastri Park, New Delhi 11. No

187.

The citations required for similar work done are under NDA with respective clients

Request to allow CS certification

from Bidder to be an admissible

document for citations required for

similar work done

CS certification, in case NDA has been signed with respective clients, shall be considered on case to case basis under exceptional circumstances and clarifications regarding the same may be sought by UPDESCO.

188. 77

7

7.13

Earnest Money Please provide the IFSC code of

UPDESCO for preparing the BG.

This is mandatory as per RBI

guidelines to prepare Bank

Guarantee.

IFSC code of UDESCO: IOBA0000207

189. 51

5.1 Phase 1

implementatio

n and

f. Manpower Recruitment Requesting you to give the detailed

Job


of 101

S. No.

Pg No.


Section 5 project phases & plan

commissioning

g

Description Defining – Job Role, Core

Responsibilities, Experience,

Education, Desired Experience,

Language skills/ proficiency, Any

specific technical/Other Skills,

Specific certification required.

190. 56

Section 5 project phases & plan5.1

5.4 Project

Timelines

6. Manpower requirement Do we have to deploy entire 1000

Agents in 3-4 weeks as per RFP

timelines or can we do that in

phased manner?

As per RFP

191. 74

Section VII: Proposal Evaluation

7.6 Scoring of

Technical Bid

Technical Evaluation Criteria (iii) – Manpower profile supporting document

We need to share the existing

Employee details or external sample

profile of the specific location of

delivery?

Existing employees ready to be deployed

192. 105 Annexures

6. CV format

of key

personnel

CV format of key personnel – Operations Manager, Call Center manager & Quality Lead

Please confirm if our understanding

is right in sharing key personnel

details of our existing employees

only.


193. 25

3.2.2

Information

The CCE shall provide necessary Information to the citizen based on the existing database as well as information on services provided by the department. The CCA shall be required to collect the information on all

Need More Clarity on this Database?

Will this be a centralized /Else

distributed one?

Access to this Database?

The existing Database needs fine

Tuning In that case, who will do

Maintenance & Support for this

Database?

IGRS is a centralized database running on Cloud and managed by NIC. The database will be accessed through the replica server hosted at CCA data center. The maintenance & support for this existing Database shall be done by NIC

of 101

S. No.

Pg No.


the services of respective Government departments of the state. The nodal officers/ SMEs shall work towards refining and improvement of this database. In case the information is not available in database, a call back may be arranged

194. 25 3.2.2 Workflow

Grievance redressal Process Our understanding is Workflow

(Case Assignment, Issue resolution &

Escalation) is handled by IGRS

system, and to be integrated with

our front end CRM


195. 25 3.2.2

Demand/

Suggestion

In case of Demand/ Suggestion made by The citizen, the matter shall be routed to respective departments for their necessary action.

How this process will work? Demand/Suggestions shall be routed through IGRS.

196. 21 3.2

Uttar Pradesh

Chief Minister

Helpline

Chief Minister Helpline shall be the Centralized call center located in Lucknow with seating capacity of 500 CCE’s (extendable to 1000 based on project requirement) to register grievance, information, demand and suggestion related calls. Customer Relationship

CCE’S will assess IGRS DB through

our CRM which requires integration

with IGRS system or Our CRM and

IGRS simultaneously.

Please clarify

Any Indicative Ramp up Plans so that

Initial Infra Designing can be planned

accordingly. Else it’s purely based on

Please Refer 5.1 B. CCEs will access the replica server at CCA Data Center. The Bidder may provision for the same & which shall also be based on the calls/traffic trends

of 101

S. No.

Pg No.


Management application of Integrated Grievance Redressal System (IGRS) developed by NIC shall be used for call registration and resolution

the calls/traffic trends once the

project is operational?

197. 33 4.1

Key Aspects of

the Scope of

Work

The CCA shall deploy adequate Data Analytics tool and work with NIC and other stakeholders for integration of Data Analytics application with IGRS data base.

IGRS Database details (eg.MS-SQL or

Oracle or any other DB) so to check

Integration Compatibility /Feasibility

with our Data Analytics Application.

IGRS Front end is on Dot Net framework and MS SQL 2012 in Back end.

198. 35 4.2

Knowledge

Management

The CCA shall build a FAQ database / Knowledge bank, and step by step workflow for day to day operations and for any special cases. CCA shall be required to provide & update knowledge base & FAQ database.

Do we require separate Knowledge

Management software or it will be

part of our CRM.

FAQ DB – Contributors?

Knowledge management will be functionality of IGRS

199. 48 4.9

Functional

Requirement

– Recording

solution

The voice logger system shall provide 100% Recording of calls. The recordings shall contain detailed call information such as date, time, call duration, CCE ID, caller number, customer ID, Identifier and the solution shall provide advanced Searching capabilities. The

Pl Specify Online methodology for

Transfer of calls securely. Also the

frequency.

Through Web Service.

of 101

S. No.

Pg No.


calls shall be stored for at least 180 days and shall be made available to UPDESCO or any nominated party of the UPDESCO in secured online manner

200. 80 8.4

Right of Monitoring, Inspection and Periodic Audit UPDESCO/ GoUP reserves the right to inspect and monitor/assess the progress of the work at any time during the course of the Agreement, after providing due written notice to the Call Centre Agency. UPDESCO/ GoUP may demand and upon such demand being made, UPDESCO/ GoUP shall be provided with any document, data, material or any other information which it may require to enable it to assess the progress of the Project.

We request you to include “prior

Written notice of at least 15 days.”

in this clause.

As per RFP

201. 81 8.4

Compensation for Delay Time is the essence of the Contract. If the Call Centre Agency fails to complete the work within time fixed under

We request you to kindly provide the

Amount of penalty.

As per RFP

of 101

S. No.

Pg No.


the contract, he shall pay to UPDESCO without Prejudice to any other rights or remedy as may be available to UPDESCO. A penalty shall be levied on the delay occurred on account of Call Centre Agency as per this Agreement. The amount of compensation for delay and waiver of compensation for delay in case of justified reasons shall be decided at the discretion of Joint Committee and the same shall be final and binding on the Call Centre Agency. Time taken by UPDESCO/ GoUP and local statutory authorities for approval of deliverables, estimate etc., force majeure reasons and any other reasons beyond control of the CCA shall be considered as justified reasons. The amount of compensation may be adjusted or set off against any sum payable to the CCA under this or any other contract with UPDESCO/ GoUP.

of 101

S. No.

Pg No.


202. 95 8.21 Note. B. The overall penalty shall not be more than 10 % of the monthly invoice amount

We request you to cap the overall

Penalty to not more than 5% of the

monthly invoice amount.


203. 82 8.7.2

Arbitration a. Any dispute or difference whatsoever arising between the parties to the Agreement out of or relating to the construction, meaning, scope, operation or effect of the Agreement or validity of the breach thereof, which cannot be resolved through negotiation process, shall be referred to the sole Arbitrator. Principal Secretary (IT & Electronics), GoUP or an officer nominated by him shall be the Arbitrator to both the parties. The Provision of Arbitration and Conciliation Act 1996 shall apply. The Arbitration shall be held in Lucknow, India. b. Subject to the above, the Courts at Lucknow only shall have jurisdiction in this matter.

We suggest that arbitrator shall be

Appointed by mutual consent of the

parties.

As per RFP

of 101

S. No.

Pg No.


204. 83 8.8

Limitation of Bidder’s Liability towards UPDESCO/ GoUP The Call Center Agency’s Liability shall not exceed the contract value.

We request to limit the liability cap

of 2 months invoice amount.

As per RFP

205. 83 8.9

The Call Center Agency fails to provide the manpower or withdraws the manpower in middle of the contract or unable to provide a replacement within stipulated time or 15 days or failed to run call center for minimum seating capacity of 500 seats for a continued period of 15 days whichever is earlier or to be finalized at the time of signing of the contract will be considered as Event of default.

We request to change the minimum

Replacement time as 45 days.

As per RFP

206.

85- 86

8.13

a) UPDESCO/ GoUP may terminate this Agreement in case of the occurrence of any of the events specified in paragraphs (I) through (ix) of this Section 8.13 (a). In such an occurrence “UPDESCO/ GoUP” shall give a not less than thirty (30) days’ written notice of termination to the Call Centre Agency

We request the notice period of

Termination by UPDESCO to be

increased to 90 days.

As per RFP

of 101

S. No.

Pg No.


e)By the Call Centre Agency: The Call Centre Agency may terminate this Agreement, by not less than Ninety (90) days’ written notice to “UPDESCO/ GoUP”

207. 87 8.13 h

Under such circumstances, upon Termination, UPDESCO may also impose liquidated damages as per the provisions of this Agreement. The Call Centre Agency will be required to pay any such liquidated damages UPDESCO/ GoUP within 30 days of termination date.

We request you to specify the

amount of damage.

As per RFP

208.

33

SECTION IV Scope of Work

4.1 Key

Aspects of the

Scope of Work

The key aspects of the scope of work of “Selection of Call Centre Agency for establishment & operation of Chief Minister Helpline in the State of Uttar Pradesh” shall be: 1. The Call Centre Agency (CCA) shall set up a centralized UP Chief Minister Helpline 500 seats call center in Lucknow city equivalent to 1000 man

We request UPDESCO to provide Call

Projections for a particular month at

least 45 days in advance with >=95%

accuracy, so that the CCA will be

able to on board the required

manpower.

As per RFP. Please refer section 4.8

of 101

S. No.

Pg No.


shifts. The Number of seats may be increased to 1000 seats based on project requirement as decided by UPDESCO/GoUP. A change management process have been defined in Section 4.8 of this RFP. The complete Chief Minister Helpline solution needs to be implemented at the CCA’s premises.

209. 35

SECTION IV Scope of Work

4.2

Knowledge

Management

The CCA shall build a FAQ database / Knowledge bank, and step by step workflow for day to day operations and for any special cases. CCA shall be required to provide & update knowledge base & FAQ database.

We request UPDESCO to provide

Training modules, conduct initial

training for the pilot batch along

with TTT (Train the Trainers) for

Trainers / Supervisors & Quality

Executives.

UPDESCO/NIC & Other stakeholders shall provide the required information to train the CCEs in running the helpline operations smoothly. Initial Training for the pilot batch may be imparted to CCAs TTT on need basis. However, It shall be the CCAs responsibility to develop the content in a structured format. e.g. scripts, soft skills, Departmental attributes etc.

210. 91 8.21

SLA

Average Call

Response

Time /

Average Speed

of Answer

(ASA)

The proposed rate of penalty would be 0.25% of the value of total CCE cost payable per month for non-compliance to the service levels for every percentage below the expected levels of services

1) We request UPDESCO to provide

Language wise, Month wise, days

wise & interval wise projection to

achieve the set target.


exact calculation methodology for

this parameter

Initials projections have been provided in the RFP. Calculation will be done month wise. Please refer the example provided in the RFP

of 101

S. No.

Pg No.


211. 91 8.21

SLA

Average

Handle Time

(AHT) Inbound

The proposed rate of penalty would be 0.25% of the value of total CCE cost payable per month for non-compliance to the service levels for every percentage below the expected levels of services.



this parameter

Please refer the example provided in the RFP

212. 92 8.21

SLA

Average

Handle Time

(AHT)

Outbound/

Call back

The proposed rate of penalty would be 0.25% of the value of total CCE cost payable per month for non-compliance to the service levels for every percentage below the expected levels of services.



this parameter


213. 92 8.21

SLA

Abandoned

Call Rate (%)

The proposed rate of penalty would be 0.25% of the value of total CCE cost payable per month for non-compliance to, the service levels for every percentage below the expected levels of services.



this parameter.


Language wise, Month wise, days

wise & interval wise projection to

achieve the set target.


214. 92 8.21 Adherence

The proposed rate of penalty would be 0.5% of the value of total CCE cost payable per month for non-compliance to, the service levels for every percentage below the expected levels of services.

Please let us know if UPDESCO

consider time spent by CCE for

briefing, lunch break, tea break,

Quality feedback, refresher training,

team hurdles, Skip meeting with

Managers / HR, etc. in the

numerator.

As per RFP, the bidder has to manage the manpower to meet SLA requirements.

of 101

S. No.

Pg No.


215. 17

Section II: Eligibility Criteria

Clause 9

The Sole Bidder/ Consortium Members must have at least 100 Seater Call Center operations for Central Govt./ State Government in India

There are many government projects

operated by us which are running on

per connect minute basis, justifying

the number of seats through the

documents will become difficult. So

Can we present the invoice copy

along with the self-certification or

CA certificate in support of this

eligibility criteria?

Compulsory Client certificate along with invoice number & CA/CS certificate in such cases.

216. 33 4.

Scope of Work

5

Prime working hours for inbound shall be 7 AM to 11 PM while those for outbound shall be from 7 AM to 7 PM.

Based on the TRAI guidelines, we can

do outbound calling between 8:00

a.m. to 8:00 p.m. Requesting

UPDESCO to modify the timelines

accordingly.

As per RFP

217. 73 7.6

Ii Past

Experience

Scoring of Technical Bid

The Bidder/Consortium Member must have provided Call Center services in India 1. State wide Grievance redressal/CM Helpline: 15 Marks 2.Emergency helpline : 10 Marks 3. State/Central Government/ PSU: 5 Marks

We request to modify as below

1. State wide Grievance Redressal

/CM Helpline / Central Govt.

Helpline: 15 Marks

As per RFP

218. 36 4.

4.4 Channels

support by

chief minister

Helpline

4.4 Channels support by chief minister Helpline

For Inbound there are two channels,

Voice and paper, can we get a split

percentage of calls/mails which will

help us in the hiring front.

Only Voice Channel. Please refer Annexure A of Corrigendum - 1

of 101

S. No.

Pg No.


219. 113 13.

FORMAT FOR

THE

FINANCIAL

PROPOSAL

One shift is assumed to be of 8 hours.

One shift is assumed as 8 hours, can

You please provide what is the total

login hours required per month per

shift. As per industry standard it is

182 hrs per shift per month.

Shrinkage will be managed by CCA, UPDESCO needs 1000 CCE logins during Prime Working Hours (7AM – 11PM) per day with minimum 90% adherence. Additionally, 20- 50 CCEs logins during Non-Prime Working hours (11PM -7AM). These numbers can be increased as per the requirement based on the traffic volume or as and when directed by UPDESCO/GoUP

220. 34 4 4.1.11

CCA shall install necessary IT infrastructure for operation of Chief Minister Helpline including PCs, LAN connection with cabling, headphones, and any other required facilities for handling calls & back end operation. However, the ownership of infrastructure commissioned by CCA shall be transferred to UPDESCO/ GoUP after one year of commissioning of Chief Minister Helpline. The responsibility of operations and maintenance of Chief Minister Helpline shall remain with CCA throughout the contract period

We request you to delete this clause

as CCA will provide service on

monthly basis and raise invoice on

service rendered during the month.

If IT infrastructure to be transferred

after one year all participant bidder

will try to cover investment in IT

investment through their monthly

billing in Year one only and result in

escalation of cost.


of 101

S. No.

Pg No.


221. 34 4

4.1.12

CCA shall be required to rent/ lease the required space in Lucknow for the establishment of 500 seater Chief Minister Helpline extendable to 1000 seats Capacity. CCA shall be responsible to provision additional CCEs without any additional cost to UPDESCO during peak hours of call density.

We suggest to provide two centers

in UP, one in Lucknow and Disaster

Recovery (DR) Center in any other

city of UP or anywhere else in India.

This will keep the center running

even in case of any disaster in one

city.


222. 38 C.

Any update in dashboard required by UPDESCO / GoUP must be incorporated within 2 days in case of minor update and 5 days in case of major update.

We suggest to modify it as –Any

Update in dashboard required by

UPDESCO / GoUP must be

incorporated within 2 days in case of

minor update and 7 days or as per

mutually agreed timelines in case of

major update.

As per RFP

223. 42 5

The Recording solution shall have the functionality to integrate/availability of recorded calls on other web applications including Chief Minister Helpline /IGRS through web services

Will NIC provide necessary API/ Web

services to integrate their system

with our Recording Solution?

Yes, if Required

224. 44 8

It should be integrated with IGRS/Chief Minister Helpline database & portal which shall provide access to UPDESCO,

Will NIC provide necessary API/ Web

Services to integrate their system

with our Reporting and CRM.

Yes, if Required

of 101

S. No.

Pg No.


all level of Officers, including other stakeholders for report generation.

225. 48 B.

The CCA shall be responsible to have high speed internet Connection of minimum 155 Mbps or subjected to the utilization of Bandwidth.

What is bandwidth requirement per

User to access IGRS developed by

NIC. It will help us in calculating

exact bandwidth requirement.

The CCA shall connect through minimum 155 MBPS internet link with alternate connectivity to connect to IGRS data base. However, the Intranet connectivity is Bidder’s responsibility.

226. 53 Section 5:

Project Phases

and Plans

Key Facilities

Conference/Meeting room with projector [with seating capacity of 25 to 30 ]

We request you to kindly change this

Requirement to 15-20 seater

capacity.

As per RFP

227. 53

Section 5:

Project Phases

and Plans

Key Facilities

Training room [with seating capacity of 300]

Since the standard training capacity

is around 40 seats, we request you

to kindly reduce the training room

size requirement to 40 seater

training room.


228. 19

Section III-

3.1.2 Project

background

Complaint/Grievance registration

UPDESCO have an existing grievance

Redressal system; if so please give

the details of the same.

Yes, refer section 3.3

229. 19

Section III

3.2.1 Key

Stakeholders

Citizens: Every resident of Uttar Pradesh who contacts Chief Minister Helpline for G2C services.

Please provide the list of

departments require access. Also

please provide the hierarchy of these

departments?

The same shall be provided to the selected Bidder

230. 19 Section III

3.2.1 Key

Stakeholders

Citizens: Every resident of Uttar Pradesh who contacts

Please provide the number of users

requiring access? Does the CRM

need to send any scheduled reports?

All Mapped Users/ Officers In the CM Helpline (Approx. 18,000 which shall be increased in due course)

of 101

S. No.

Pg No.


Chief Minister Helpline for G2C services.

231. 19

Section III

3.2.1 Key

Stakeholders


Is there any integration expected

with their IGRS system?

Yes, as per RFP

232. 19 Section III

3.2.1 Key

Stakeholders


Please provide the SLA details. Who

are the project consultants?

As per RFP

233. 19 Section III

3.2.2

Envisaged

Chief Minister

Helpline

Model

Complaint shall be transferred automatically to L1 officer and SMS containing details

Who will be providing the SMS

Gateway?

UPDESCO / GoUP

234. 19 Section III

3.2.2

Envisaged

Chief Minister

Helpline

Model

Citizen shall also register complaint through IGRS web portal, mobile application,

Mobile app integration is required? Please refer Annexure A of Corrigendum - 1

235. 19 Section III

3.2.2Envisaged

Chief Minister

Helpline

Model

IGRS portal integration required or

do we get access to the system from

client?

IGRS server shall access the replica server at CCA premise through web service.

of 101

S. No.

Pg No.


236. 25 Information

The CCE shall provide necessary information to the citizen based on the existing database as well as information on services provided by the department

What is the current database used?

Is It excel, oracle, or any other

database?

SQL database

237. 30

3.3. Integrated Grievance Redressal System (IGRS)

Chief Minister Helpline and IGRS shall be integrated to ensure seamless flow of data

What are the technical details of

IGRs system? Please provide us

detailed information regarding the

front end and backend?

IGRS Front end is on Dot Net framework and MS SQL 2012 in Back end.

238. 35

4.3 Analytics

& Reporting

The user interface for reporting tools shall be online and GUI based

How many users need access? Does

the CRM need to send any scheduled

reports?

All Mapped Users/ Officers In the CM Helpline (Approx. 18,000 which shall be increased in due course)

239. 45 4.9

Functional

Requirement

Specification

e) Data

Analytics and

Reporting

Print and export in PowerPoint facility shall also be available for Analytics reporting

Requesting you to elaborate this

point as to how does one export a

report to PPT?

Feature of Analytics Tool

240. 45 4.9

Functional

Requirement

Specification

Special dashboard for Hon’ble Chief Minister and Level 4 officers

Please provide the list of specific

parameters and fields to be provided

in this dashboard?

To be discussed with the selected Bidder

of 101

S. No.

Pg No.


e) Data

Analytics and

Reporting

241. 50 D. Application

Development

f. Mobile Application What are the features of the mobile

app? Who will be the users?


242. 30 3.3.

Integrated

Grievance

Redressal

System (IGRS)

Chief Minister Helpline and IGRS shall be integrated to ensure seamless flow of data

1. If Integrated Grievance Redressal

System (IGRS) is already there to

record the Q/R/C details why CCA

also need to build a Ticket

management CRM? What is the Gap

in IGRS portal developed by NIC?

2. Any preferred CRM Platform or

Technology like Microsoft, vTiger,

Sugar, Oracle, Salesforce.com CRM?

3. What is the CRM solutions that is

being considered- User Licensed App

or Custom/Home grown App or

Open source App, is there any

preference?

1.The replica of IGRS database will be provided by NIC which will register and generate tickets 2. As per RFP. The proposed solution should meet the project requirement. 3. There is no preference

243. Is it possible to form Joint Venture to

meet out the eligibility criteria of Rs.

100 Cr turnover in last 3 years

No. As per RFP

244. If the JV is allowed then can there be

a JV between more than 2

companies

As per RFP

of 101

S. No.

Pg No.


245. In case of JV, is it possible that the

minor partner can be the lead

bidder?

As per RFP

246. Do all the JV companies have to

submit their 3 year or 5 year

financials?

As per RFP

247.

Can any of the JV companies have

OEM listed in the “Leaders”

quadrant of IDC or Gartner to qualify

for the eligibility criteria?

As per RFP

248. Can the criteria 100 Seats/ 100,000

calls be cumulative across JV

companies?

As per RFP

249. New Clause

Considering rapidly increasing threat of existing vulnerabilities exploitation and zero day attacks, organizations require sophisticated technology to cater the emerging threats. Hence it’s a humble suggestion to add dedicated anti APT solution to mitigate the zero day threat and solution to mitigate the threat of exploitation existing vulnerabilities of critical resources which can lead to compromise of critical applications

We request you to kindly add this

clause as:

The solution must provide the ability

to mitigate zero day threat as well as

exploiting existing vulnerabilities

pertaining to operating systems by

shielding the vulnerabilities of

servers and endpoints automatically

As per RFP

of 101

S. No.

Pg No.


250. 94 8.21

SLA

Point no. 9

System

Availability

Service availability of the Call center system > 99%

Desired SLA cannot be achieved in

the absence of dedicated zero day

mitigation solution considering the

threat of emerging sophisticated

cyber-attacks hence request you to

please incorporate Anti APT solution

to achieve the desired SLA

As per RFP

251.

The Sole Bidder / Prime Bidder

should have positive Net Worth as

on 31st March, 2017 or 31st March,

2016 (In case 2017 Audit Results are

not published)

As per RFP

of 101

ANNEXURE A TO CORRIGENDUM - 1

Sl. No. RFP Page No.

Original Clause Revised Clause

Remarks

1. 95 The overall penalty shall not be more than 10% of the monthly invoice amount

The overall penalty shall not be more than 25% of the monthly invoice amount

2. 33 The CCA shall also develop a mobile application for UP Chief Minister Helpline for grievance registration, information dissemination, suggestion and demand by the citizens and shall be integrated with IGRS. CCA shall develop & maintain this App during the entire contract period. This App will also act as interface to push information/ government schemes to the citizens of Uttar Pradesh. CCA shall present it for UAT to UPDESCO within 3 months of commissioning of Chief Minister Helpline failing which 0.5% of the contract value shall be penalised to CCA for every month of delay.

The clause has been removed as NIC has already developed the mobile application. Development of Mobile application not in CCA’s Scope of work.

3. 95 No penalty shall be levied for first three months from date of Chief Minister Helpline commissioning on Average Speed of Answer and Abandoned Call Rate. Penalty shall be levied for delay in commissioning.

No penalty shall be levied for first three months from date of Chief Minister Helpline commissioning on Average Speed of Answer, AHT and Abandoned Call Rate. Penalty shall be levied for delay in commissioning.

4. 34 CCA shall install necessary IT infrastructure for operation of Chief Minister Helpline including PCs, LAN connection with cabling, headphones, and any other required facilities for handling calls & back end operation. However, the ownership of infrastructure commissioned by CCA shall be transferred to UPDESCO/ GoUP after one year of commissioning of Chief Minister Helpline. The responsibility of operations and

CCA shall install necessary IT infrastructure for operation of Chief Minister Helpline including PCs, LAN connection with cabling, headphones, and any other required facilities for handling calls & back end operation. The ownership of the same shall remain with the CCA.

of 101



Remarks

maintenance of Chief Minister Helpline shall remain with CCA throughout the contract period

5. 36 The responsibility of data entry operator shall include digitization of the letters received at Chief Minister Janta Darbaar

Digitization will not be part of CCA’s scope. Hence, Data Entry Operators shall not be required to be deployed by CCA.

6. 90 If, after the date of the issuance of LOI, there is any change in the Applicable Laws of India with respect to taxes and duties, then the same shall be borne by the Call Centre Agency.

If after the date of the issuance of LOI, there is any change in the Applicable Laws of India with respect to taxes and duties, then same shall be borne by the Call Centre Agency as per changed applicable laws.

7. 53 Training room [with seating capacity of 300] – 1

Training room [with seating capacity of 100] – 1

OR [with seating capacity of 50] – 2

8. 74-75 i. Understanding of UP Chief Minister Helpline – 3 Marks

ii. Dashboard & Analytical capabilities – 5 Marks (Bidder need to provide sample Dashboard & Analytics reports)

iii. Solution Architecture and understanding of Integration of proposed solution with IGRS – 2 marks

iv. Understanding of Attributes & Mapping levels - 2

v. Workforce management (peak hours management/Attrition management) – 2 Marks

vi. Understanding of Mobile App & usage of app to CM connect with Citizens – 2 marks

vii. Innovative Ideas to effective grievance redressal – 2 marks

viii. Response to the queries of TC – 2 marks

i. Understanding of UP Chief Minister Helpline – 3 Marks

ii. Dashboard & Analytical capabilities – 5 Marks (Bidder need to provide sample Dashboard & Analytics reports)

iii. Solution Architecture and understanding of Integration of proposed solution with IGRS – 2 marks

iv. Understanding of Attributes & Mapping levels - 2

v. Workforce management (peak hours management/Attrition management) – 2 Marks

vi. Innovative Ideas to effective grievance redressal – 2 marks

vii. Response to the queries of TC – 4 marks

of 101



Remarks

9. Additional Clause Information Security The CCA shall not carry and/ or transmit any written material, information, layouts, diagrams, storage media (hard disk/ tapes) or any other goods/ materials in physical or electronic form, which are proprietary to or owned by the UPDESCO/GoUP out of UP CM Helpline premise without prior written permission from the UPDESCO/GoUP. The CCA personnel and Sites shall be in compliance to Industry standards preferably as per ISO 27001 standards. CCA acknowledges that UPDESCO/GoUP/Citizen’s data and other proprietary information or materials, are confidential; and CCA agrees to use reasonable care to safeguard the information and to prevent the unauthorized use or disclosure thereof. CCA shall use such information only for the purpose of performing the services mentioned in the RFP. CCA shall, upon termination of the Contract for any reason, or upon demand by UPDESCO/GoUP, return any and all information provided to CCA by UPDESCO/GoUP or obtained from the Citizens, including any copies or reproductions, both hardcopy and electronic. The CCA architecture shall abide by the security policy of NIC. The CCA shall be required to follow & adhere to the Aadhaar guidelines.

10. Additional Clause Social Media The SMEs/Nodal officers in CM helpline shall also be responsible to monitor Comments / Grievances on the social media accounts of GoUP. They shall be responsible to take necessary actions based on the comments/ grievance/ suggestions

of 101



Remarks

including registering on IGRS portal/ Informing the Department for corrective action till ensuring the closure of the incident. The above team engaged in social media work shall be led by Social Media Manager deployed by CCA. For the same, The bidder shall be required to provide 31 workstations (Desktops {i5 Machines or equivalent or higher} with supporting hardware & internet connectivity including IP phone within CM helpline premise)

of 101

ANNEXURE – B TO CORRIGENDUM - 1

S. No. Profile No. Minimum Qualification

1. Project Head cum Operation Manager

1 MBA/PGDBA, Minimum 8 years of Experience in Call center/ Customer Service domain

2. Call Center Manager 2 MBA/PGDBA, Minimum 6 years of Experience In call center Domain

3. Quality Team Lead 1 MBA, Minimum 4 year experience in call center Quality Audit

4. Internal Call Quality auditor

4 Graduate in any stream with minimum 2 years of experience in call center Quality audit

5. Trainer 5 Any Graduate ( MBA and call center training experience will be preferred )with minimum 4 years of experience of training

6. Team Lead 10 Any Graduate with 4 years’ experience, 2 years as team lead in call center

7. IT Team 4

BE IT/ CS/ ECE with minimum 2 year Experience in - 1. Server Administrator – 1 (Configuration and maintenance of Server) 2. Network Engineer- 2 , Certified CCNA ( Troubleshooting and Monitoring of LAN/ WAN) 3. Desktop Engineer- 1, Certified MSCSE ( Troubleshooting PC and IT hardware)

8. Software team 1 BE ( CS/ IT/ ) / MCA with minimum 4 years’ experience in software development

9. Data Analyst 1

Bachelor’s Degree in Statistics/ Engineering or related field Minimum of 5 years of relevant work experience in requirement capturing for BI data Modelling, Analysis, Transformation and Reporting (Preferably tool like Power BI etc.)

10. MIS expert cum DBA 2 Graduate with Minimum 4 years of experience in MIS and Database ( MS SQL skill will be preferred )

11. Call Center executives 1000

10+2 or above, Age between 18-35 Yrs, Typing speed of 25 words per minute (Hindi / English) with good communication skills Hindi / English

12. Social Media Manager 1

MBA / BBA with 5 years of experience in Online Advertising /Online Marketing / Digital Marketing with relevant experience of at least 3 years in Social Media Management

Other Terms & Conditions of the RFP remain unchanged.

pre-bid response sheet and annexures a & bupite.gov.in/mediagallery/updescotenders/... ·...

Documents