request for proposal - csrbox medical unit.pdf · 2019-01-22 · request for proposal rfp no. page...

Request for Proposal (RFP)

“For establishment, Operation and Management of

State Level Monitoring & Control centre for 108 -

National Ambulance Service and Medical Mobile Units in

Haryana”.

For

NATIONAL HEALTH MISSION,

Health Department Haryana.

Tender No.:- 3/3-HMSCL-55-N/Tend./2018-19

Released for:

NATIONAL HEALTH MISSION,

HEALTH DEPARTMENT, HARYANA

Definitions...…………………………………………………………………………………..........................................4

1. INSTRUCTIONS TO APPLICANTS ............................................................................................17

1.1 Scope of Proposal..................................................................................................................17

1.2 Eligibility Criteria ..................................................................................................................18

1.3 Submission of Proposal .........................................................................................................19

1.4 Number of Proposals ............................................................................................................20

1.5 Validity of Proposals ..............................................................................................................20

1.6 Cost of Proposal......................................................................................................................21

1.7 Acknowledgement by Applicant ...........................................................................................21

1.8 Language...............................................................................................................................21

1.9 Proposal Due Date.................................................................................................................21

1.13 RFP Opening .........................................................................................................................23

2. TERMS OF REFERENCE.............................................................................................................23

2.1 Background ...........................................................................................................................23

2.2 Services, Target Group and Coverage...................................................................................25

2.3 Scope of Work.......................................................................................................................27

2.4 Expected Output ...................................................................................................................32

2.5 Service Provider’s Responsibilities ........................................................................................33

2.6 State Health Society/State Govt. Responsibilities………………………………………………………………35

2.7 Period of Engagement/Duration of Contract.......................................................................37

2.8 Schedule of Implementation ................................................................................................37

2.9 Means of Finance ..................................................................................................................37

2.10 Financing of the Project: .......................................................................................................38

2.11 Investment and Ownership: .................................................................................................39

2.12 Earnest Money Deposit (EMD) & Performance Security ......................................................39

2.13 Performance Parameters…………………………………………………………………………………………………..40

2.14 Performance Standards and Standard Operating Procedures...............................................40

2.15 Monitoring and Evaluation ...................................................................................................43

2.16 Termination /Suspension of Agreement ..............................................................................44

2.17 Modifications ........................................................................................................................45

2.18 Saving Clauses .......................................................................................................................46

2.19 Force Majeure .......................................................................................................................46

2.20 Settlement of Dispute ...........................................................................................................46

2.21 Arbitration .............................................................................................................................47

2.22 Right to Accept and Reject any Proposal ..............................................................................47

TABLE OF CONTENTS

2.23 Award of Contract and Agreement .......................................................................................47

2.24 Commencement of Service ...................................................................................................47

2.25 Jurisdiction of Court ..............................................................................................................48

3. CRITERIA FOR EVALUATION.......................................................................................................48

3.1 Evaluation of Technical Proposals ...........................................................................................48

3.2 Evaluation of Financial Proposal: ............................................................................................50

ANNEXURES.....................................................................................................................................51

ANNEXURE 1: ORGANISATION PROFILE...........................................................................................50

ANNEXURE 2: APPLICATION FORMAT .............................................................................................55

ANNEXURE 3: ACKNOWLEDGEMENT AND FINANCIAL PROPOSAL .................................................56

ANNEXURE 4: SCHEDULE OF RATES ...............................................................................................57

ANNEXURE 5: AGREEMENT ............................................................................................................58

ANNEXURE 6: FORMAT FOR COVERING LETTER ………………………………………………………………………..64

ANNEXURE- 7: FORMAT FOR AFFIDAVIT ........................................................................................65

ANNEXURE- 8: LETTER OF ATTORNEY……........................................................................................66

ANNEXURE- 9: ANTI COLLUSION CERTIFICATE ..............................................................................67

ANNEXURE-10: FORMAT OF BANK GUARANTEE FOR EMD………………….…………………………………….68

ANNEXURE-11: FORMAT OF BANK GUARANTEE FOR PERFORMANCE SECURITY……………………….70

REQUEST FOR PROPOSAL

RFP No. Page 1

DISCLAIMER

The information contained in this Request for Proposal (RFP) document or subsequently

provided to Applicant(s), whether verbally or in documentary form by or on behalf of the

National Health Mission, Haryana, or any of their employees or advisors, is provided to

Applicant(s) on the terms and conditions set out in this RFP document and any other terms

and conditions subject to which such information is provided. This RFP document is not an

agreement and is not an offer or invitation by the NHM Haryana or its representatives to

any other party and it does not create any legal right in favour of any applicant(s). The

purpose of this RFP document is to provide interested parties with information to assist the

formulation of their Application and detailed Proposal. This RFP document does not purport

to contain all the information each Applicant may require. This RFP document may not be

appropriate for all persons, and it is not possible for the NHM Haryana, their employees or

advisors to consider the investment objectives, financial situation and particular needs of

each party who reads or uses this RFP document. Certain applicants may have a better

knowledge of the proposed Project than others. Each applicant should conduct its own

investigations and analysis and should check the accuracy, reliability and completeness of

the information in this RFP document and obtain independent advice from appropriate

sources. NHM Haryana, its employees and advisors make no representation or warranty and

shall incur no liability under any law, statute, rules or regulations as to the accuracy,

reliability or completeness of the RFP document. NHM Haryana may in its absolute

discretion, but without being under any obligation to do so, update, amend or supplement

the information in this RFP document.


RFP No. Page 2

NOTICE INVITING PROPOSAL MISSION DIRECTOR, NATIONAL HEALTH MISSION (NHM)

HARYANA

RFP No.Dated:

PROPOSALS ARE INVITED FROMELIGIBLE PARTIES FOR SELECTION OF THE MOST SUITABLE

SERVICE PROVIDER TO ESTABLISH, OPERATE AND MANAGE CENTRALISED CALL CENTER

FOR “108-NATIONAL AMBULANCE SERVICE AND MEDICAL MOBILE UNITS IN THE STATE

UNDER STATE HEALTH SOCIETY, NATIONAL HEALTH MISSION, HARYANA.

IMPORTANT DATES FOR RFP:

DOCUMENT CONTROL SHEET

S. No. Particulars Date & Time

1. Tender Number 3/3-HMSCL-55-N/Tend./2018-19

2. Online Sale of Bid Document 18.09.2018 at 01:00pm

3. Last Date of Submission of Queries 25.09.2018 by 05:00pm

4. Pre-bid Conference 26.09.2018 at O/o HMSCL Bays No 59-62 Sector 2 Panchkula

5. Clarification & Corrigendum of bid queries ----------------

6. Last date of online submission of bid 08.10.2018 by 11:00AM

7. Last date for Manual Submission of Documents

08.10.2018 by 11:00AM

8. Date and time for opening of Technical bids 08.10.2018 by 12:00PM

9. Technical Presentation Will be intimated later

10. Date and time for opening of financial/price bids

Will be intimated later

11. Office address, Venue for Bid Submission/ Manual documents

Haryana Medical Services Corporation

Ltd.

Bays no-59-62, Sector-2

Panchkula


RFP No. Page 3

12. Earnest Money Deposit Rs. 5,00,000/-

13. Method of Selection Quality & Cost Based Selection (QCBS)

Managing Director

Haryana Medical Services Corporation Limited,

Govt. of Haryana


RFP No. Page 4

“Definitions”

“Agreement” shall mean the Contract between the Government of Haryana represented by

the Additional Chief Secretary Health, Govt of Haryana, (hereinafter referred to as "State

Government" which expression shall include its administrators, successors and assignees)

and the winning bidder (here in under referred as “Service Provider”) in accordance with

the provisions of this RFP.

“Bid” Bid shall mean the Technical Bid and Financial Bid submitted by the Bidder, inresponse

to this RFP, in accordance with the terms and conditions hereof.

“Bidder” shall mean Bidding Company, Bidding Registered Society or trust, Proprietorship

firm,Partnership firm (Registered), LLP submitting the Bid. Any reference to the Bidder

includes Bidding Company / Registered Society, Proprietorship firm, Partnership firm

(Registered), LLP, as the context may require.

“Bidding Company” shall refer to such single company that has submitted the responsein

accordance with the provisions of this RFP.

“Chartered Accountant” shall mean a person practicing in India or a firm whereof all

thepartners practicing in India as a Chartered Accountant(s) within the meaning of the

Chartered Accountants Act, 1949.

“Company” shall mean a body incorporated in India under the Company’s Act, 1956.

“Conflict of Interest” A Bidder may be considered to be in a Conflict of Interest with one

ormore Bidders in the same bidding process under this RFP if they have a relationship with

each other, directly or indirectly through a common company / entity, that puts them in a

position to have access to information about or influence the Bid of another Bidder.

“NHM” shall mean State Health Society, Haryana.

“Effective Date” shall mean the date of signing of agreement by both the parties.

“ERC” is Emergency Response Centre and may also be called centralized call-centre, which

receives the call from public (who requires ambulance/health advisory services). The ERC

shall screen all the calls received and shall decide whether the call is for 108 NAS

ambulance, or it is for health advisory and accordingly either dispatch the

ambulance/vehicle to attend the user call or forward it to health helpline as per developed

dispatch protocol.

“Financially Evaluated Company / Entity” shall mean the company / entity which have been

evaluated for the satisfaction of the financial requirement set forth herein in the RFP.


RFP No. Page 5

“Force Majeure conditions” means any event or circumstance which is beyond

thereasonable direct or indirect control and without the fault or negligence of the bidder

and which results in bidder’s inability, notwithstanding its reasonable best efforts, to

perform its obligations in whole or in part and may include rebellion, mutiny, civil unrest,

riot, strike, fire, explosion, flood, cyclone, lightening, earthquake, act of foreign enemy, war

or other forces, ionizing radiation or contamination, Government action, inaction or

restrictions, major accidents or an act of God or other similar causes.

“Government” means Government of Haryana represented by the Additional Chief Secretary

Health, Government of Haryana

“GPS” means Global Positioning System device for track and trace of all vehicles under the

108-NAS and MMUs. Every GPS device used,should be satellite connected with at least one

month data back up with biometric attendance, fixed to vehicles, web application with

customized reports and additional feature, if any. Wherever word GPS is mentioned, it shall

have specifications as defined above.

“Letter of Intent” or “LOI” shall mean the letter to be issued by the Haryana State

HealthSociety (SHS), NHM, to the Successful Bidder(s) for Operation and Maintenance of

ambulances under the “Integrated 108-Ambulance and MMU”.

“Limited Liability Partnership” or “LLP” shall mean a firm governed by Limited

LiabilityPartnership Act 2008;

“MMU” is Medical Mobile Unit and provides healthcare and diagnostic services to outreach

areas of Haryana through qualified doctors & technicians and it is a mobile hospital.

“Project Facilities” means any facility created for dedicated operation and management of

the project such as ERC shall be one of such Project Facility.

“Proprietorship firm” shall mean whose owner is an Individual

“Registered Society” shall mean a Society registered under the Society Act 1860 or any other

state act as well as registered under the section 12A of Income Tax Act, 1961.

“RfP Documents” shall mean the documents to be entered into by the parties to the

respectiveagreements in connection with the “Integrated 108-Ambulance and MMU

services”.

“RFP” shall mean this Request for Proposal along with all formats and RFP Project

Documentsattached hereto and shall include any modifications, amendments alterations or

clarifications thereto.

“108” Emergency Ambulance Services which is running across the state of Haryana. The

scheme is popularly known as 108 National Ambulance services.


RFP No. Page 6

“Selected Bidder(s) or Successful Bidder(s) or Service Provider” shall mean the Bidder(s)

selected by theSHS Haryana, pursuant to this RFP to set up centralised call center and

operate a professionally managed 108-NAS and MMUs as per the terms of the RFP Project

Documents, and to whom a Letter of Intent has been issued.

“SHS” means State Health Society, Haryana represented by Mission Director, National Health

Mission

“Statutory Auditor” shall mean the auditor appointed under the provisions of the Companies

Act,1956 or under the provisions of any other applicable governing law.

“TIA” means Tender Inviting Authority who is Mission Director, National Health Mission,

Haryana.

General Eligibility Criteria for Bidders

This invitation for bids is open to all bidders who fulfill pre-qualification criteria as specified

under this RFP. Formation of consortium for this project in all the respective stages is not

allowed. Bidder would be completely responsible to National Health Mission, Haryana for

discharging of all responsibilities related to the bid finalization and implementation of project

(if selected as the ‘System Partner’).

RFP Format

The bidder is expected to respond to the requirements as completely and in as much relevant

detail as possible, and focus on demonstrating bidder’s suitability to become the proposed

solution provider for the requirements outlined in this RFP.

Proposal Preparation Costs

The bidder will be responsible for all costs incurred in connection with the participation in this

process, including, but not limited to, costs incurred in conduct of informative and other

diligence activities, participation in meetings/ discussions/ presentations, preparation of bid,

providing any additional information required by NHM, Health Department facilitate the

evaluation process, and all such activities related to the RFP process. This RFP does not bind

NHM, Health Department to award a contract or to engage in negotiations. Further, no

reimbursable cost may be incurred in anticipation of award.

Key Dates:

The bidders are strictly advised to follow dates and times as indicated in the online Notice

Inviting Tenders. The date and time shall be binding on all bidders. All online activities are time


RFP No. Page 7

tracked and the system enforces time locks that ensure that no activity or transaction can take

place outside the start and end dates and the time of the stage as defined in the online Notice

Inviting Tenders.

PAYMENT OF TENDER DOCUMENT FEE AND EMD

S.No Item Amount Reference

1 Bid/Tender Document Fee

Rs. 2950/- The Payment for Tender Document Fee Rs. 2950/-

(Rupees Two thousand nine hundred fifty rupees(Non-

refundable) can be made by eligible bidders /

contractors directly through bankers cheque/Demand

Draft in favour of Managing Director, Haryana Medical

Services Corporation Limited(Haryana) payable at

Panchkula(Haryana).

2 EMD Rs.5,00,000

/-

The Payment for EMD INR Rs.5,00,000/- (Rupees Five

Lakh only) can be made via directly through bankers

cheque/Demand Draft in favour of Managing Director,

Haryana Medical Services Corporation Limited(Haryana)

payable at Panchkula(Haryana).

1.1.1 The Bidders can submit their tender documents (Online) as per the dates mentioned

in the Key Events & Dates.

1.1.2 The bidders have to complete “Submission of bids/ Bid Preparation & submission

stage’ (Bidder Stage)” stage on scheduled time as mentioned in the Key Events &

Dates. If any bidder failed to complete his/her aforesaid stage in the stipulated

online time schedule for this stage, his/her bid status will be considered as ‘bids not

submitted’.

1.1.3 Bidder must confirm & check his/her bid status after completion of his/her all

activities for e-bidding.

1.1.4 Bidder can rework on his/her bids even after completion of ‘Bid Preparation &

submission stage’ (Bidder Stage), subject to the condition that the rework must take

place during the stipulated time frame of the Bidder Stage.

Important Note for submitting e-tender:

1) The Applicants/bidders have to complete ‘Application / Bid Preparation & Submission’

stage on scheduled time as mentioned above. If any Applicant / bidder failed to


RFP No. Page 8

complete his / her aforesaid stage in the stipulated online time schedule for this stage,

his / her Application/bid status will be considered as ‘Applications / bids not

submitted’.

2) Applicant/Bidder must confirm & check his/her Application/bid status after completion

of his/her all activities for e-bidding.

3) Applicant/Bidder can rework on his/her bids even after completion of ‘Application/Bid

Preparation & submission stage’ (Application/Bidder Stage), subject to the condition

that the rework must take place during the stipulated time frame of the

Applicant/Bidder Stage.

NHM, Health Department’s Right to Terminate the Process

i. NHM, Health Department may terminate the bidding process at any time without

assigning any reason whatsoever. NHM, Health Department makes no commitments,

express or implied, that this process will result in a business transaction with anyone.

ii. This RFP does not constitute an offer by NHM, Health Department. NHM, Health

Department may invite the bidder for further discussions and negotiation towards the

process of selection. The commencement of such negotiations does not, however, signify

a commitment by NHM, Health Department to execute a contract or to continue

negotiations. NHM, Health Department may terminate negotiations at any time without

assigning any reason.

Earnest Money Deposit (EMD)

i. Bidders shall submit, along with their Bids, Earnest Money Deposit (EMD) of Rs. 5,00,000/.

ii. The bids of all bidders shall be valid for a period of 180 days after the last date of

submission of bids.

iii. Bid without adequate EMD will be out rightly rejected without providing any opportunity

to the concern bidder.

iv. HMSCL and NHM, Health Department shall not be liable at any time for any interest,

margin money or other expenses incurred by a bidder in respect of the EMD.

1. INSTRUCTIONS TO APPLICANTS

1.1 Scope of Proposal

(a) Detailed description of the objectives, scope of services, deliverables and other

requirements relating to establishment, operation of State level monitoring &


RFP No. Page 9

control centrefor 108 NAS (Emergency Ambulance Service) and Medical Mobile Units

(MMUs) are specified in this RFP. The manner in which the Proposal is required to be

submitted, evaluated and accepted is explained in this RFP;

(b) The selection of the Service Provider shall be on the basis of evaluation of the

proposal by the NHM Haryana in the manner as specified in this RFP. Applicants

shall be deemed to have understood and agreed that no explanation or justification

for any aspect of the selection process will be given and that the NHM Haryana’s

decision is without any right of appeal whatsoever;

(c) The Applicant shall submit its Proposal in the form and manner specified in this RFP.

The Financial Proposal (Part C) should be submitted in the format specified in

Annexure-3 for acknowledgement of RFP terms and schedule of price respectively.

Upon selection, the Applicant shall be required to enter into an Agreement with the

Government in the form specified at Annexure 5.

1.2 Eligibility Criteria for Applicant

The following conditions are required to be eligible to apply;

S. No Minimum Eligibility Criteria Document Evidence

1 A single entity duly registered /incorporated in

India under the Societies Registration Act/Indian

Religious and Charitable Act/Indian Trust

Act/Company Act or any other Act of State

Government or Government of India for more than

five years as on the date of submission of the

proposal/bid.

Copy of the registration

certificate issued by the

competent authority

2 Should have minimum three years of experience as

on the last date of bid submission in successful

establishment, operation and management of at

least 25 seats call centre for ambulances or for

similar service based experience of fleet

management; with computer telephony integration

(CTI) and ability to log calls with integrated vehicle

monitoring system for any Government/Private

Service Provider.

As per Annexures

3 The work – orders and or any other supporting

documents / experience certificates issued by the

client pertaining to such works done satisfactorily

in the past should be provided.

As per Annexures

4 Should have experience of running call centre

operations for Emergency Ambulance operations or

similar fleet management experience in at least

Necessary documents to be

provided.


RFP No. Page 10

two States/UT with the respective State

Governments in the last three years.

5 The applicant should not have been convicted by

any court of law for any criminal or civil offences

either in the past or in the present.

As per Annexures

6 Should not have been black listed in the past or in

the present by any Central/ State/ Public Sector

undertaking in India.

Affidavit on not blacklisted

by any Govt. Dept. / Agency

/ PSU.

7 Average Annual Turnover of 10 Cr. for the last 3

financial years. Bidder needs to submit audited

turnover statements. While calculating turnover,

only audited statement shall be considered.

The bidder must attach

audited accounts and a

turnover certificate duly

certified by chartered

accountant / auditor for

last three years as

supporting document.

1.3 Submission of Proposal

The proposal shall be submitted in three parts -

The bids shall comprise of three parts with following items and others as listed in the

Annexure to this document.

Part-A: Pre-qualification Bid in the Format as specified in Annexure of this document

along with the required supporting documents as per clause 1.2.

1. Covering Letter cum Project Undertakings as per Annexure.7.

2. Proof of eligibility in specified format as given in Annexure-1.

3. Bidder should submit the acknowledgement or transaction details for the

payment towards the EMD Fee, Tender fee.

Part-B: (Technical Proposal) Technical bid is to be uploaded in the format as specified

in Annexure of this document will be uploaded. The technical proposal should include

the following-

The applicants are requested to submit a detailed technical proposal with respect to

the establishment, operation and management of centralised call centre for 108-NAS

services and Medical Mobile Units as per the terms of reference under this RFP. There

shall be short dialling code(i.e. 108) for RTS

1) Duly filled up Organisation Profile, Application Form (as per Annexure 1&2)


RFP No. Page 11

2) Proposed organizational structure and Curriculum Vitae (CV) of key personnel’s to be involved in the implementation and operation of the project

3) Approach & Methodology for establishment, operation and management of centralised call centre for “108 NAS Emergency Medical Ambulance Service and MMU Services” in Haryana.

4) Detailed implementation plans to establish and operate services through one centralized call centre across all the specified districts of the State and their further expansion, if any with timeline. The Service Provider shall be allowed a maximum of 2months for completion of the establishment, implementation and operation of entire project in the State from the date of signing of the contract with NHM, Haryana. Operations of existing 108 control room service should not be discontinued and shall be taken over in phased manner up to a maximum of 2 months from the district decentralised control rooms.

5) Detailed strategy for performance monitoring and evaluation, quality assurance and internal control.

6) Relevance of proposed technical solution to scope of work

7) Features and functionality of application software

8) Data security, data backup plan, business continuity plan

9) Any other details the bidder like to include in the proposal.

(iii) Part-C:(Financial Proposal) Commercial Bid in the format as specified in Financial

Annexure of this document.

1) The applicant must submit the Commercial Proposal using Form specified in

Annexure-3 with proper signature and seal of the applicant.

2) The service provider will provide rates for establishment of centralised call

centre on per seat basis.

3) The Financial Proposal shall clearly indicate the cost as described above.

4) No interlineations or overwriting is allowed in the financial proposals.

1.4 Number of Proposals

A bidder is eligible to submit only one bid for the project. The service provider will have

to provide proof of evidence, undertaking or affidavit along with tender document

when applying.

1.5 Validity of Proposals

The Proposal shall remain valid for 180 days after the date of bid opening. Any Proposal, which is valid for a shorter period, shall be rejected as non-responsive.


RFP No. Page 12

1.6 Cost of Proposal

The Applicants shall be responsible for all of the costs associated with the preparation of their Proposals and their participation in the Selection Process. State Health Society, NHM Haryana will neither be responsible nor in any way liable for such costs, regardless of the conduct or outcome of the selection process.

1.7 Acknowledgement by Applicant

(a) It shall be deemed that by submitting the Proposal, the bidder has: -

(i) made a complete and careful examination of the RFP;

(ii) received all relevant information requested;

(iii) acknowledged and accepted the risk of inadequacy, error or mistake in the information provided in the RFP or furnished by or on behalf of NHM or relating to any of the matters stated in the RFP Document;

(iv) satisfied itself about all matters, things and information, necessary and required for submitting an informed Proposal and performance of all of its obligations there under;

(v) acknowledged that it does not have a Conflict of Interest; and for that service provider will have to produce affidavit/undertaking for the same(documentary evidence required to be added as Annexure)

(vi) agreed to make a presentation before a Committee constituted by Tender Inviting Authority, on a date convenient to TIA;

(vii) Agreed to be bound by the undertaking provided by it under and in terms hereof.

(b) The TIA shall not be liable for any omission, mistake or error on the part of the

Applicant in respect of any of the above or on account of any matter or thing arising

out of or concerning or relating to RFP or the Selection Process, including any error or

mistake therein or in any information or data given by the TIA.

1.8 Language

The Proposal with all accompanying documents (the “Documents”) and all

communications in relation to or concerning the Selection Process shall be in English

language and strictly in the forms provided in this RFP. No supporting document or

printed literature shall be submitted with the Proposal unless specifically asked for

and in case any of these Documents is in another language, it must be accompanied

by an accurate translation of the relevant passages in English, in which case, for all

purposes of interpretation of the Proposal, the translation in English shall be

considered only.


RFP No. Page 13

1.09 RFP Opening

(a)TIA or a committee duly constituted by TIA will open all Proposals, in the presence of Applicants or their authorized representatives who choose to attend, at the date and time mentioned and in the following location:

Address: Haryana Medical Services Corporation Ltd Bays no.-59-62, Sector-2, Panchkula Haryana The Applicant’s representatives who are present shall sign a register evidencing their attendance. In the event of the specified date being declared a holiday at the office of TIA, the RFPs shall be opened at the appointed time and location on the next workingday.

2. TERMS OF REFERENCE

2.1 Background

a) Among the major attributes, delay in reaching to an appropriate health facility is

considered to be one of the prime factors contributing to high IMR, U-NMR & MMR.

This normally happens either due to lack of readily available and affordable transport

facility or inaccessibility / distance for which people fail to access institutional health

services.

b) NHM Haryana has decided to establish and operate the same through a single State

Level Monitoring & Control Center for Ambulances & MMUs through short dialling code

i.e. 108/102 to improve overall operational efficiency and cost effectiveness of these

schemes.

c) The purpose of this RFP is to invite proposal from eligible parties to select most suitable

of them to establish, operate and manage state level monitoring and control centerfor

NAS (108), and MMUs.

d) About Ongoing and Proposed Services

On-going Services-

(i) “NAS-108” i.e. Emergency Ambulance Services, popularly known as 108 ambulance

services with a fleet of 221 Basic Life Support (BLS) Ambulances and 61Advance Life

Support (ALS) Ambulances, 48 Patient Transport Ambulances and 22 Kilkari/Backhome

ambulancesare deployed strategically across the State of Haryana supported with a


RFP No. Page 14

fully functional District level call centre situated in various Districts, which are receiving

1300-1500successful calls per day and handling emergencies on daily basis. Under BLS

category, nos. 221 ambulancesare deployed in the field. Under ALS category, 61

(including 5 Neonate) ambulances have been deployed. GPS with Biometric System is

installed in all ambulances. Multipara monitors, defibrillators, Infusion Pump and

portable ventilator are available in all 56 ALS ambulances.Technical specifications and

all other relevant data about the services could be collected from the office of TIA.

Presently this project has approx. more than 1600 Employeesunder contract with the

NHM Haryana including approx. 900 Pilots (Drivers) and 669 Emergency Management

Technician (EMT) apart from other staff of 100 (Fleet Managers, Control Room

Operators) numbers. The project is being managed by National Health Mission

Haryana. All capital expenditure (Capex) is borne by NHM, Government of Haryana.

Capital expenditure (CAPEX) includes ambulance, its refurbishment & equipment cost,

establishment cost of call centre, hardware and software required to run the services.

Operational expenditure (OPEX) includes staff salary (incl. of PPF, medical, leaves etc.),

staff recruitment and training, fuel cost, tyres puncture/replacement cost, vehicle

maintenance, telephone, travel, software license fee etc.

(ii) Mobile Medical Units (MMUs) are operated by National Health Mission Haryana.

MMU is a mobile hospital and provide healthcare & diagnostic services through

qualified doctors, technician and nurse in far-flung areas of Haryana. It also dispenses

free drugs to patients. Presently, there are 12 MMUs operational in 7 districts of

Haryana.

Proposed Services-

A state level monitoring & control centre needs to be established at Panchkula i.e.

State HQ(with all the required hardware and software) with a minimum space of 2000-

2500 sqftfor 108-NAS services and MMUs for the overall operations and monitoring of

the services.

Any hardware such as IP-PABX, furniture, computers, products having inbuilt software

shall be part of CAPEX (for call centre only) shall be procured by the service provider.

2.2 Services, Target Group and Coverage

a) National Health Mission Haryana has decided to establish and operate State level

monitoring and control center for Ambulance Sercvices-108, (operational in all districts of

the state) and Medical Mobile Units (presently operational in 7 districts) and provide the

services through one toll free number i.e.108.

b) Technical infrastructure:


RFP No. Page 15

The entire infrastructure for operationalization ofstate level monitoring and control

center is to be arranged and managed by Service Provider.

The service provider is required to do a complete setup of call centre by designing,

procurement, deployment and management of the complete call centre solution in a

web enabled environment.

The service provider should have proper Disaster Recovery Plan for controlcenter

operations, data stored in database in case of natural calamities like Earthquakes,

short circuits, flood, fire etc.

(c)Key Objectives

1) To establish and operate state level monitoring & control center with computer

telephony integration, computer aided dispatch of ambulances and ability to log calls

with GPS integrated vehicle monitoring system for Emergency Ambulance Services

and MMU in the State of Haryana.

2) This will facilitate an integrated and round the clock (24x7) comprehensive

emergency health care management in the State providing transportation and care

from the doorstep of the emergency victim to appropriate empanelled health care

facilities/hospitals as declared by the NHM from time to time.

3) Provide Helpline Service in matter relation to health care to all and especially to

pregnant mothers and infants.

4) To bring operational and cost efficiency by integrating all these three services

through centralized call centre and one toll free no. ‘108’ /’102’.

5) To monitor the working of ambulances and MMUs, POL & staff.

6) To leverage health services to all stakeholders by a comprehensive range of services

extending through pre hospital emergency medical services and a point of first

contact for Police and Fire Departments, with facility of call transfer to other

helplines like 104/100 etc.

7) To promote a collaborative environment dedicated to the pursuit of knowledge and

best practices in the Ambulance Care Services, Medical Mobile Units and building a

capacity within NHM in a systematic approach.

Infrastructure requirements for 108 Centralized call center: The service provider will

provide following:

HardwareRequirement:

The Control Centre shall receive incoming calls from the public telephone

operator/mobile/whatsapp through state-of the-art Switch/EPABX.


RFP No. Page 16

A San Storage switch/device shall be required for the storage of recording of

calls.

The bidder will be required to provide a list of hardware to be used in call

center with its complete specifications. Latest technology should be used in the

establishment of the call center.

The Call Centre network must have multi-level security mechanism to protect it

from attackers, hackers, worms, viruses, spamming etc.

The Call Centre network shall have Firewall installed to protect unwanted

intrusion into the network.

The Call Centre network shall have Antivirus solution from reputed vendors.

There must be adequate provision in the Call Centre for maintaining the

required data redundancy and backup of the call record database application.

There should be no loss of data or discontinuity of service due to

hardware/server failure.

The Call Centre shall have provision for full generator backup to run the Call

Centre in case of failure of power supply.

The Call Centre shall have sufficient numbers of the incoming lines with a

facility to terminate additional lines in future.

The Call Centre shall have spare capacity to house sufficient number of

additional seats. However; The Call Centre shall have capability to logically

partition the switching system to avoid interference with other set of users.

Call Centre executives should be able to take calls and answer in the chosen

language Hindi, English & Haryanvi. All interactions will be logged and

maintained in the Call Centre for reporting and analysis.

Each workstation shall be latest state-of-the-art PC with Color TFT Monitor,

USB bases optical Mouse, Key board etc.

Provide Call Record Management software to record the call details and should

be able to issue a unique query number for each call for future reference.

The Call Centre desks should be connected to a LAN (Local Area Network)

connection for the execution of application software.

Each workstation would have good quality headsets and telephone instruments

from reputed brand with advanced features like background noise cancellation.

It should have Voice Logging Facility for recording and playing back executives

conversations, so that it can be used to monitor monitoring/analysis/review on

regular basis.

Callers should receive a “live” (human) answer rather than navigating an

automated answering system.

Office space must accommodate administrative, counseling and support staff

and confidential records as well as sufficient telephone and data lines,

telephones and computer hardware.


RFP No. Page 17

The Call Center Service Provider must implement precautions to ensure that

files and programs can be recreated in the event of loss by any cause, including

a plan to safeguard data files.

All calls received by the call takers second by second will be recorded using the

“state of the art technology”, enabling electronic transfer of the recorded calls

(*.mp3 files) to the server automatically. These same recorded calls will also be

sent to the Department on CD-ROM on monthly basis and as and when

required. Such calls will also be used for paramedic training & coaching for

which supervisor will listen to calls for improving the performance of

paramedics.

Training:

The Service provider should train its team on call centre solution or for any

changes made later on.

The training manuals and related material for the same would be prepared by the

Service provider in Consultation with State authorities.

The service provider will provide training to members of team and selected

personnel of department nominated by the State.

The service provider will provide regular soft-skill training to the Executives,

Supervisors and other team members for handling calls in an appropriate manner.

The training schedule shall also include coverage of soft skills training on a

periodic basis to maintain quality of service in consultation with State authorities.

Domain Specific Training: The Service provider shall appoint domain experts for

providing domain specific knowledge training to the all executives and other

members of the team if required.

2.3 Scope of Work

(a)Operation of Call Centre:National Health Mission Haryana has District wise control

roomsin various locations for operation of approx. 350 Ambulances. The existing

control room infrastructure may not be capable of handling of operation for 108-

Ambulance servicesand will require extension for integration of more services i.e.

MMUs, and also since the new integrated control centre will be centralized for the

entire state and based at Panchkula.

The primary objective of the assignment is to create a reliable, systematic and

managed Communication and Dispatch system for Referral Transport Unit which can

be efficiently monitored. The system will basically –

Assist NHM in obtaining complete details on the movement, geographical

location at different points and speed of the Referral transport vehicles.

Automate event logging (start and end of trip(s), emergency halts, accidents,

breakdowns of vehicles etc.) along with time and date stamp, i.e. the exact

time of such activities.


RFP No. Page 18

Provide for unhindered communication at three digit toll free number by the

Caller and Communication with Driver and EMTs of the ambulances from Call

Centre.

Provide for Log in and Log out by Drivers and EMTs from within the

ambulances and data communication regarding payments made, medicines

consumed, treatment given etc. from within the ambulances with the Call

Center through Mobile Data Terminal

Provide accurate fuel readings with the reports received for Petro-cards.

Provide various standard and exceptional reports (MIS) pertaining to fleet

operation as per the NHM’s requirements.

Assist in Fleet Management of ambulances under the Referral Transport

Scheme.

All software and hardware is the property of NHM and the agency should hand

over it to NHM in working condition after contract period.

The GPS-GPRS based vehicle tracking system should track and monitor the

movement of Referral Transport Ambulances.

Using the application, Call Center Agent must be able to track the movement of

vehicles and display the route on maps, locate the current vehicle position on a

real time basis.

The service provider should be able to generate reports such as daily, monthly,

weekly, trip-wise distance covered using the GPS device and fuel refuelling,

consumption, Average mileage of the ambulance etc.

The service provider should provide SMS and Email functionality for sending

SMS/Email communication to identified recipients.

The service provider will be required to ensure that the health facility to which

a patient is to be transported is informed before the arrival of the patients.

Setting up of Call Center

1. Operating Window

The call center will operate on a 24x7 basis.

The call center shifts should be 8 hour shifts.

2. Location-Panchkula

3. Toll Free Number

The Call Center will be operating through a Three Digit toll free number ‘108’

from any landline or mobile number from anywhere in Haryana. Hunting

facilities initially and later shall expand depending upon the calls received.

The service provider will coordinate with telecom service providers to ensure

that any call made to toll free no 108 from anywhere in Entire State of

Haryana lands at the Call Center of Haryana.

The service provider will be responsible for setting up the PRI lines and

Reimbursement for the PRI lines & telephone bills will be done on actuals

4. Seats


RFP No. Page 19

Initially the Call Center will be of 20 seats capacity. The control center will be

operational in 3 shifts with 8 working hours in each shift. The layout of the call

center should be prepared and shared by the service provider for approval. The

layout should have provision reception, working area/workstation, training

room/conference room, manager cabin, pantry etc. the facility should have IP

cameras installed in it for monitoring. There will be following number of agents in

each shift (including back up time):

a. Morning: 20 Call Executives

b. Evening: 10 Call Executives

c. Night: 10 Call Executives

The service provider must provide infrastructure that is vertically and horizontally

scalable beyond the initial requirement.

The service provider will ensure a provision of PDO (Police Dispatch Officer) in each

shift for support from the Police Dept.

5. Applications-

The service provider is expected to deploy the latest Call Center technology

for the Control and Dispatch Center.

The Call application should have a record of the contact numbers and location of

each of the Ambulances, all hospitals which can provide medical emergency, all

the Police Stations, Police Control Room, Police Head-quarters and Fire Servicesin

the cityor any other agency as specified by NHM from time to time.

The software should be transferable as per the requirements of NHM.

The Call application should have:

1. Call agent module such as-

a. Automatic dispatch module

b. Manual Dispatch Module

c. Alert module

d. SMS module

e. Complaint module

f. Enquiry module

g. Feedback module etc.

2. Dispatch Engine server module

3. Location finder engine (Reverse Geocoding)

4. Other web based module

5.Admin module

6. Standard reports module

7. Call Centre interface module

8. Alert module

9. Masters Module for Vehicles, Police, Fire, health facilities, etc.

10. Remote tracking and monitoring facilities

The Call Center should have standard Call Center functions/ applications such as:


RFP No. Page 20

1. Automatic Call Distribution (ACD)

2. Computer Telephony Integration

3. Call Line Identification (CLI)

4. Digital Voice recording

5. Agent Screen recording

6. Do not disturb facility

7. IVRS (Integrated Voice Respond System)

8. Caller identification

9. Digital interface

10. Call rerouting facility

11. Conferencing facility

12. Outbound calling

13. IP-PBX

14. Secured communication

15. Real time monitoring

16. Reporting applications

Fleet Management Software:

Ambulance Profiling and Maintenance:

1. Make/Model

2. Manufacture year

3. Chasis number

4. Engine number

5. Registration Number

6. Date of service/ repair

7. Tyre change

8. Battery change

9. Passing due date

10. Accidents

11. Automated Kilometers travelled details from Vehicle tracking system

between Servicing, repairs, tyre change, battery change etc.

12. Insurance due date

13. Alerts on ambulance passing due, servicing due, tyre change due, insurance

due.

14. Off road days

15. Kilometer run

16. Station

17. Drivers posted

18. Details of service center from which repaired

19. Expenditure on services/ repairs

20. Ambulance taken out of scheme/ retired

21. Condemned

Servicing or Repair Module:

1. Linked to Ambulance Profile and Maintenance module


RFP No. Page 21

2. Reports of repair

3. Alerts on repeated repairs of vehicles

4. Record of Insurance of Ambulances

Human Resource:

1. Drivers profile

2. EMTs Profile

3. Fleet Managers Profile

4. Call Center Staff profile

5. Complaints and Issue tracking

6. Drivers and EMT attendance from ambulances

7. Call Center attendance through Finger Print readers

8. Leave Management of Call Center Staff

9. Holidays

10. Attendancerecord management of drivers and EMTs

Inventory and Medicine or Consumables Management

1. Equipment for ambulances management (responsibility of NHM)

2. Call Center equipment management responsibility of Service Provider

3. Consumables and medicines for ambulances (responsibility of NHM)

4. Communication for consumption by ambulances (responsibility of

NHM)

5. Others

b) All IT, communication software and hardware required needs to be evaluated by the

Bidder for establishment of centralised call center for 108, and MMUs operations

including vehicle tracking (GPS System), call management, performance monitoring

and reporting. Computer telephony integration with the ability to log calls with GIS

and GPRS integrated ambulancemonitoring system should also be installed if not

there already. The Service Provider is required to set up and run the call centre with

adequate capacity in commensuration with workload. The Service Provider is

required to setup and run a Call Centre with minimum seat capacity of 20exclusively

for 108, MMU, services.

(c) Operation and maintenance of all services including call centre operation and

monitoring of ambulances and MMUs as per recognized norm duly approved by

NHM. The service provider will monitor the staff posted on ambulances and MMUs.

The Service Provider is also required to have at least 1 MBBS doctor per 10 call centre

seats in every shift to cater the needs of Ambulance Services.

d) In addition to above specific activities the Service Provider shall develop and

implement appropriate control mechanism to ensure;

(i) Optimal use of the infrastructure including vehicles

(ii) Proper training of human resources

(iii) Transparent, efficient and cost effective procurement


RFP No. Page 22

(iv) Continuous performance monitoring and evaluation

e) Service Provider should also conduct regular refresher trainings of the project staff.

f) Additional terminal(s) and/or log in rights shall be provided by the selected Service

Provider at the office of Mission Director, NHM, for continuous online monitoring.

g) Provide services of MBBS doctors and specialists at the centralized call centre for

ambulance services, mobile medical units for consultation by emergency medical

technician or doctor on board, whenever required. Nos. of doctors shall be adequate

enough to handle the operational load.

h) Develop a web-based monitoring system for utilization of different services and

facilitate monitoring of the same at district and state level which should be Secure

Socket Layer(SSL) certified.

i) Provide a dashboard at the State HQ level for regular monitoring by O/o Mission

Director NHM Haryana. The dashboard should provide the following details-

Total calls received-Successful v/s Unsuccessful (Daily, Monthly, Yearly status)

Ambulances Operational Status(Daily, Monthly, Yearly status)

Repair status-Ambulance wise (Daily, Monthly, Yearly status)

Type of calls received (other relevant calls, Fake calls, wrong no.s/dialled by

mistake, disconnected by caller)

Calls diverted to other helplines-104/100

j) Continuous monitoring of the working of ambulances and MMUs, monitoring the

POL and Insurance, availability of consumables etc. on ambulances.

k) Providing daily reporting of the performance of ambulances and MMUs.

l) Verifying the attendance (by calling/Biometric attendance) of the staff working on

ambulances and MMUs on a daily basis and providing verified copy of attendance for

payment of salaries of staff.

m) Call Audit-The service Provider will provide staff for the auditing of calls on a daily

basis and provide report to State HQ.

n) The bidder may propose better methodology and approach to achieve the outcomes

for operationalization of ambulances and MMUs.Agency to identify the

software/hardware requirement as per the details given in the RFP. All updated

information should be compiled automatically by the software in pre-defined and


RFP No. Page 23

customized reports for analysis and decision making. Software should also contain

facility of import/export data in excel/word formats.

o) The service provider should be open to 3rd party audit as decided by MD, NHM.

p) The records including voice calls are to be maintained by the service provider and

provided as and when required. The records have to be maintained till the end of

contract.

2.4 Expected Output

(a) 24x7 pre-hospital emergency transportation care (Ambulance) services in all 22

districts of the state within agreed response time;

(b) 95 % of successful calls should be provided ambulances from the total calls received

for requirement of ambulances,

(c) Uninterrupted 365x24x7 functioning of the call centre/ control room and overall

Emergency Response Service ensuring that no call is left unattended;

(d) Training and Deployment of adequate qualified personnel as per requirement of the

project in Head Office, Call centre employees, and other required staff for running the

Project efficiently.

(e) Operate and manage further scaling up of the project.

(f) Submit various reports and information within the stipulated time frame to the State

and district Level Steering Committees formed exclusively, for the overall supervision

of the project, and other State and District level authorities.

2.5 Service Provider’s Responsibilities

(a) Infrastructure: The Service Provider is required to maintain the building and other

infrastructure throughout the life of the agreement to prevent the structural and

functional deterioration that can impede the service delivery as years pass by. The

Service Provider shall also ensure that the ownership of NHM in assets created out

of Government fund is protected. Also provide work plan with detailed

Specifications of Hardware, PRI lines and Software for ControlCentre. The service

provider shall ensure up gradation of hardware, software, voice solution and other

equipment’s etc. in future as per the change in industry demands.

(b) Statutory Compliance: the Service Provider is responsible for the compliance of the

statutory requirement under any law in respect of any asset and operation. The

Service Provider shall be held responsible in case of any penalty, loss or other legal

consequences arising out of non-compliance and will have to make good at its own

cost.


RFP No. Page 24

The bidder will be solely responsible for obtaining all statutory approvals required

for operating such a service.

(c) Operation of Control Room: The Service Provider shall operate centralised Control

Centre round the clock on 24X7 modes through a dedicated toll free three

Digitnumber (108) to response distress calls and monitors the movement and

positioning the ambulances in a shortest possible time. For proper management of

the system, the Service Provider shall equip the Control Room with Geographical

Information System, Global Positioning System, and other necessary hardware and

software for computer integrated telephonic integration.

Doctors (MBBS) will be positioned at the control room physically round the clock to

provide online medical advice/referral advice to the Emergency Medical Technician

in the ambulance.

The service provider shall maintain appropriate number of doctors (at least one

MBBS doctor per 10 seats) in the call centre to ensure that no call from the EMT

goes unattended.

(d) Emergency Response: On receiving call of such nature, wherein ambulance is

required, the control centre shall communicate with the nearest ambulance and

take the patient to the nearest designated Government /Empanelled Health Facility

depending on the severity of the patient’s condition within the shortest possible

time. The health facility to which the patient is to be transported should also be

informed of the patient condition. Referrals to private health facilities shall be

made in emergency only and shall be limited. The concerned health facility is also

to be informed in advance to keep them prepared for immediate emergency care

within that critical/golden hour.

The Service Provider shall ensure to maintain the average response time of 15 to 20

minutes for urban, and 20 to 30 minutes for rural areas as a key performance

parameter.

Further, in case of a situation where more number of ambulances are required the escalation levels are as follows-

Two ambulance required- Information to be given to district authorities

More than 5 ambulances required- Information to be given at State HQ

(e) Schedule of Implementation: The Service Provider shall provide details of schedule

of implementation with time-lines.

(f) Monitoring and Evaluation: Develop and implement a foolproof monitoring and

evaluation system to ensure efficiency in capacity utilization. Key indicators need to

be put in place for looking at equity of access, quality of care, volume of utilization


RFP No. Page 25

and wasteful consumption. An online monitoring system to be provided at the

office of Mission Director, NHM, Haryana.

(g) Procurement of Assets: Service Provider shall take the responsibility of

procurement and setting up of all infrastructure and long term assets.

(h) Invest in Software: The service provider is expected to provide all necessary

software at no extra cost other than mentioned in Financial Bid to establish

centralised call center and monitoring of ambulances and MMUs.

(i) Recruit, train and position qualified and suitable personnel for implementation of

the project at various levels. The new staff so engaged/recruited/appointed by the

Service Provider (other than those already on the contractual roles of NHM) shall

be exclusively on the pay rolls of the bidder and shall under no circumstances this

staff will ever have any claim, whatsoever for appointment with the Government.

The Service Provider shall be solely responsible for the performance and conduct of

the staff notwithstanding the source of hiring such staff. The Service Provider shall

be fully responsible for adhering to provisions of various laws applicable on them

including Labour laws. In case the Service Provider fails to comply with the

provisions of applicable laws and thereby any financial or other liability arises on

the Government by Court orders or otherwise, the Service Provider shall be fully

responsible to compensate/indemnify to the Government for such liabilities. For

realization of such damages, Government may even resort to the provisions of any

Act, which is in force or other laws as applicable on the occurrence of such

situations.

(j) Strict adherence to the stipulated time scheduled and Service Level Agreements

(SLAs) for various activities and for shortfalls, pay penalties as mentioned in the

document.

Expected Service Levels

S. No

Metrics Definition Benchmark Periodicity

Service Deviation

% Penalty

1 Call Response Time

Call Response Time is a percentage of calls received by the center that are answered by a human agent within a certain time frame.

80% of the calls to be answered in 20 secs

Monthly

79.99% to 75.00%

1 % from monthly bill of Invoice

Less than 75.00%


2 Abandoned rate

Abandoned rate is the number of calls that are abandoned while the customer is waiting for a human agent.

Less than 10%

Monthly

10.00% to 12.00%


12.00% to 15.00%


More than 15.00%



RFP No. Page 26

3 Call duration/AHT

Call duration is the amount of time spent speaking to customers on the telephone. The cost of the call will help to curb long conversations. Calls may be longer initially as agents are still new to the product and systems. Encourage slightly longer first calls to reach resolution as this is more efficient than repeat calls.

3-4 mins 4-5 mins

Monthly

90% to 95% 1 % from monthly bill of Invoice

<90% of calls


4 Call Quality

The percentage of total contacts, wherein an error occurs in delivering Call Centre specific services which is totally unacceptable, primarily due to the behavior of the Agent, which might lead to total dissatisfaction of caller or misleading the caller due to providing of wrong information.

99% Daily 99 % to 98%

1% from monthly bill of Invoice

98% to 95 %


Less than 95 %


5 Call Center Attendance

The number of call center of executives should be maintained in all shifts and attendance is to be maintained

100% of attendance in every shift

Daily 95 % -90%


90%-85%


6 Monitoring of services

The daily monitoring of ambulances and MMUs and providing necessary reporting

100% Daily Less than 100% up-to 95 %


Less than 95%


7 Availability of solution

The solution provided should be working at all time.

100% Daily Less than 100% up-to 95 %


Less than 95%


8 Call Centre Uptime

The functioning of the call center

99.99% Daily Less than 99.99%


2.6 State Health Society/State Government Responsibilities:


RFP No. Page 27

(a) Overall Monitoring & Supervision: SHS will constitute appropriate Committees

both at State and District with appropriate delegation to ensure smooth

implementation and operation of centralised call center forNAS-108 and MMUs

across the State.

(b) Up-gradation and Accreditation of Facility: SHS/NHM shall take the responsibility

of necessary up-gradation and accreditation of health facility in the area covered

under this assignment.

(c) Delegation of Power: Authorize or empower the Service Provider to carry out

necessary task under purview of this assignment and to act as a State level Nodal

Service Provider to provide emergency and healthcare response services in the

allotted districts of the State.

(d) Toll free Short Code number: To provide three-digit Short toll free number

(108/102) for operation of Emergency Ambulance services to be used as single call

number for the State to reach the call centre. The operational cost quoted by the

Service Provider shall be inclusive of all recurring expenditures including the

telephonic charges, if any.

(e) Allocation of Fund: Allocate the fund toward various tasks or activities under the

project as per the mutually agreed terms and conditions.

(f) Provision for Space and Infrastructure: the service provider will be required to

identify a space of the required size and establish the control room in Panchkula.

The layout of call center will be prepared by the service provider and approved by

NHM.

(g) Collection of User charges- NHM reserves the rights to collect user charges. The

service provider has no obligations on such user charges collected.

(h) Payment to Service Provider-90% of the Payment of Service

Charges/Management Fee will be paid with 7 working days of submission of

verified bills and all necessary documents.

(i) Constitution of Committee- A committee will monitor the overall working of ‘108’

–National Ambulance Services, Medical Mobile Units.

The Committee shall review the Performance / implementation reports and

recommend to the NHM for necessary improvements in the Agreement between

NHM and Service Provider and take appropriate corrective measures. Service

Provider shall submit a status report on physical and other performance reports for

evaluation.


RFP No. Page 28

The District Monitoring Committee at the district level will be constituted which

will coordinate the actions required for efficient implementation and operation of

services. The District Committee shall review the following:-

i)Operations of 108 and MMU services with respect attending emergencies

and prenatal cases etc.

ii)Transportation of cases to Government and Other hospitals

iii)Status of ambulances

iv)Review& facilitate smooth operation of Emergency Service in the district

The Civil Surgeon shall review the performance and would be responsible for

grievance redressal at district level.

2.7 Period of Engagement/Duration of Contract

(a) The Service Provider selected for the purpose shall enter in to a contract with

NHM with agreed terms and conditions.

(b) The Service Provider will be engaged initially for a period of 3 years from the date

of signing of Agreement, which may further be extended by a maximum period of

2 years by NHM, subject to satisfactory performance and on the same terms and

conditions of the contract. However, detailed provision for modification or

termination from the contract and related liabilities and penalties are stated in

subsequent paras.

2.8 Schedule of Implementation

a. National Ambulance Services-108 is already operational and managed by NHM

Haryana. The winning bidder has to establish and operationalize the centralised call

center within 2 months from the date of signing of agreement without any

interruptions to the current operations.

b. MMUs: The Service Provider is required to monitor operations of MMUs in 7 districts

as per scope of work without disruption to the present operation.

2.9 Means of Finance

(a) Capital Expenditure: NHM shall not finance the capital expenditure relating

procurement, designing, refurbishing, and installation of assets including civil

infrastructure, IT infrastructure (hardware), accessories, office furniture & fittings

related to Call Centre. It will all be covered in the per seat cost. However, the Service

Provider shall invest from its own fund for the procurement/development of

software required to be installed to run the Call Centre, Computer Aided Dispatch

system, Vehicle Tracking System and Monitoring System, etc. Existing IT software and

hardware, if any, shall be handed over to the winning bidder.


RFP No. Page 29

(b) Operational Expenditure: NHM shall bear for the operational cost for centralised call

centre as per the rate quoted by the winning party in financial bid. NHM shall not pay

more than the contracted rates entered with the winning bidder in this regard.

(c) Any penalties imposed against non-compliance shall be recovered from the

bills/performance security raised by the Service Provider. If penalties or any other

payment recovered from Performance Security, then the Service Provider is required

to replenish the Performance Security to make it to its original amount within 15 days

from such deductions.


RFP No. Page 30

2.10 Financing of the Project:

(a) Financing of the project shall be on fixed rate reimbursement basis in accordance

with the provisions of the agreement. Claims or reimbursements for operational

expenditure shall be payable on monthly basis on submission of statement of claim

by the Service Provider and the required reports.

(b) The payment against all capital expenditure incurred by Service Provider (Where it is

to be borne by the NHM as per the ToR) shall be released upon the procurement

and satisfactory commissioning of assets and upon declaration of such capital assets

as the properties of NHM Haryana.

2.11 Investment and Ownership:

All movable and immovable assets created in the project (out of NHM) will be the

property of NHM. The assets will have to be handed over to the NHM at the end of the

contract period or at the time of termination of the contract whichever is earlier.

2.12 Earnest Money Deposit (EMD) & Performance Security

(a) The bidder shall deposit Earnest Money Deposit (EMD) amounting to Rs.5,00,000/-.

lakhas per the e-tender guidelines.

(b) The EMD shall be forfeited if the bidder withdraws its proposal during the interval

between the proposal due date and expiration of the proposal validity period.

(c) The bidder whose proposal is accepted and award issued shall have to deposit

Performance Security of an amount equal to 5% of the annual value of the contract

in the form of Bank Guarantee issued from a scheduled bank having branch at and

should be drawn in favour of “State Health Society, Haryana” payable at Panchkula.

Annual value of the contract for the purpose of performance security calculation

shall be the annual operational cost calculated as per the rate quoted in the financial

bid without considering the capital expenditure that shall be incurred under the

project. Amount of Earnest money deposit can be adjusted into the security

deposit. Security deposit is for due performance of the agreement. The Contracting

Authority/Government in the following circumstances can forfeit the Performance

Security:

(i) When any terms or conditions of the agreement are infringed;

(ii) When the service provider fails in providing the services satisfactorily;

Notice will be issued to the bidder/service provider with reasonable time (up to a

maximum 20 days time) before the earnest money / security deposit is forfeited.


RFP No. Page 31

2.13Operational/ Performance Parameter and Penalty Clauses

(a) The Service Provider shall complete implementation and start providing services by

controlcenter for 108-NAS, MMUs in all districts in the manner specified under Clause

2.8- Schedule of Implementation unless otherwise an extended period is allowed.

(b) The Service Provider shall ensure that an average performance level of 3.5-4 Calls

/Day/Ambulance is achieved under 108-NAS immediately after handing over of the

project. This performance level is kept to ensure that the assets of the government are

being utilized reasonably and to maintain operational efficiency. A trip results in pick-up

and drop of a patient from the site to a hospital. Multiple patients in a single trip will be

considered a single case. So one case is equivalent to one case. Penalty shall be

imposed if it observed that ambulances are less efficiently utilised.

(c) In case of other defaults in services necessary action under terms of the agreement will

be initiated in addition to imposition of penalty considering seriousness of the default.

The fault shall be determined with reference to the outputs as mentioned above and

the overall supervision and monitoring of Ambulances, MMUs by the Committee will

determine penalty.

(d) The amount of penalty shall be recovered from the claims submitted by the service

provider. In the absence of any claim, it can be recovered from security deposit also.

2.14 Performance Standards and Standard Operating Procedures

2.14.1 Performance Standards for ALS, BLS, PTA and Backhomeambulances

(a) The ambulance under NAS-108 has to reach the site of requirement within the response

time as specified of receiving such call at the Emergency Response Center in 95 % of the

cases. It is clarified that non-response to hoax calls, repeat calls, crank calls or calls that

did not provide an address for the Patient will not be taken into account while

determining adherence to Response Time standards by the Operator. Response Time

standards shall apply to all emergency ambulance requests requiring a response as

determined by the Emergency Response Centre (ERC) using call screening and dispatch

protocols approved by the Executive Committee and only such calls shall be used for the

purposes of determining response time compliance calculations.

Service Quality Parameters for Ambulances:

S. No. Performance Indicator Bench mark

1 Average number of emergencies** to be attended by one

ambulance per day

3.5-5


RFP No. Page 32

**for the purpose of above bench marks the word "emergency” is defined as:

Emergency is defined as an occurrence of any sudden event that threatens life, and demands

immediate attention. Emergencies could vary vastly in scope, magnitude and management.

Effective emergency response significantly reduces deaths, disabilities, suffering from length of

hospital stay, losses from fire incidents. Emergency Response is medical services and medical

care that reduce the levels of risk on life and health.

(b) Any delay in adhering to the Response Time, dispatch time and other performance

standards shall be recorded and reported by the Operator to NHM.

(c) Response Time calculations shall be calculated from the time a call is received as

defined in (i) below till the time Operator's ambulance arrives on scene as defined in

(ii) below or is cancelled by the Emergency Response Centre (ERC).

(i) Time of Call Received- shall be defined as the time at which the ERC has received a

call through telephone or any other source (fire service, police etc.).

(ii) Time of Arrival on Scene – shall mean the time at which an ambulance crew (the

driver) notifies the ERC that the ambulance has reached the nearest public access

point to the Patient.

(iii) In case of multiple response i.e. more than one vehicle arriving at the scene, the

response time shall be recorded for the first vehicle arriving on scene.

(iv) Response time standards may be suspended in case of a multi casualty incident or

disaster in Haryana in case NHM calls on the vehicles to aid.

(v) Exceptions to Response Time Standards: It is the responsibility of the Operator to

apply for exceptions on a daily basis to the NHM. Exceptions shall be permitted in

the following cases, only if the Operator applies in time for exception on account of;

• Failure of radio transmission

• Mobile data terminal failure

• Material change in dispatch location

• Computer aided dispatch failure

• Unavoidable telephone communications failure

• Delays caused by traffic secondary to the incident

2 Average time taken to reach the scene after the call ( call to Scene) in rural areas (Change to be measured monthly)

15-20 mins

3 Average time taken to reach the scene after the call in urban areas (Change to be measured monthly)

30-35 mins

4 Addressing ineffective (Hoax) calls – Reduce by 5 % of the total

ineffective calls (Changes to be measured annually)


RFP No. Page 33

• Unavoidable delays caused by road construction or inclement weather e.g. fog

• Unavoidable delays caused on account of rail crossings where the train was

delayed

• Delays resulting from off road locations

2.14.2 Performance Standards for the Emergency Response Centre/Centralised call center

(a) The call center should maintain a call closure rate of 100%, which will be sent to

department on regular basis.

(b) The successful bidder shall ensure and enter into specific agreements related to

complete security of information, database and the behavior of its employees while

answering the calls.

(c) All supporting documents should be provided as part of the proposal.

(d) The Call Centre Company would engage at least one Supervisor per shift, who would

be fully conversant with all aspects of the processes and subject matter.

(e) The Call Centre Agents would record the name, address, contact details, queries,

disease type, reply to the query by the call center, escalation details etc. in a suitable

format which is approved by the Department. In case of a repeat call by a caller, the

name and other personal details of the caller shall be retrieved from the database

automatically after entering the telephone/mobile number of the caller.

(f) Executives receiving the calls on the toll free line must take the call within three rings

with hold time not more than 10 secs.

(g) Call Centre down time should be within the permissible limit of 1-2 % in any month.

(h) The Service provider shall ensure more than 98 % of the calls screened (after

attending and analyzing the calls at the Call Centre) as emergency are attended

(provided with the service emergency transport service).

(i) From the time of receipt of call at the ERC the ambulance must be dispatched in time

to reach the patient within the defined reach time.

2.14.3 Standard Operating Procedures

(a) The Standard Operating Procedure (SoP) shall be developed inconformity with the

provisions under the RFP by the bidder and which shall be finalized in consultation

with NHM Haryana before or after the signing of the contract. SoP shall be abided by

the bidder uniformly for a smooth operation. The areas to be covered under the SOP

are given below:

(i) Purpose and Scope

(ii) Dispatch Centre protocols


RFP No. Page 34

(iii) Operation Systems, Structures and Protocols for Ambulance including response

protocols, ring checks, call codes, vehicle maintenance, vehicle breakdown

management, vehicle accident management, vehicle distribution, communication

protocols.

(iv) Operational protocols for special circumstances (natural calamities, mass casualty

events (both manmade and natural), unattended death, transportation of minors,

transportation of obstetric cases, paediatric patents, neonate crime scene

operations, fire & accidents relating to hazardous material). NHM will assist in the

development of the operational protocols for such special circumstances.

(v) Reporting structures and formats - overall documentation

(vi) Health and safety protocols for personnel

(vii) Job description, roles and responsibilities of each level of personnel in entire

operations.

(viii) Training, refresher course and orientation protocols for all levels of personnel

(including staff replacement protocols)

(ix) Overall administrative policies

(x) Penalty and Payments if any to be revised.

(xi) Inter-facility transfer protocols

(xii) On-line medical direction / guidance protocols

(xiii) Transportation refusal policies and protocols

(xiv) Do Not Resuscitate Policy

(b) The Standard Operating Procedure may be reviewed and revised at periodic intervals.

However, NHMHaryana reserves the right to amend the Standard Operating Procedure

(SOP), within the overall framework of the RFP, unilaterally and the Operator shall be

bound to implement such change from the date of its communication by NHM to the

Operator.

(c) Amended versions of the Standard Operating Procedure (SOP) shall be implemented

after submission to NHM for necessary approval.

2.15 Monitoring and Evaluation

(a) Mission Director, NHM Haryana will review the performance of all services provided on

continuous basis.


RFP No. Page 35

(b) Civil Surgeon/other designated Health Officers in districts will oversee the activity within

their respective districts in District Health Societies meetings.

(c) Service Provider shall provide access to online date to facilitate online monitoring on a

continuous basis. Service Provider shall also give login rights to the designated health

officers of the NHMfor online monitoring and evaluation. Service Provider shall also

provide hardware and software, if any, at the office of MD, NHM for online monitoring of

the services.

(d) The services and records of the service shall be subject to inspection by designated

officer(s) of the NHM.

(e) NHM reserves the right to evaluate the performance of the Service Provider as well as

annually by a third party.

2.16 Termination /Suspension of Agreement

(a) The NHM may, by a notice in writing suspend the agreement, for a period as decided

by the NHM (but for a maximum period of 1 month), if the service provider fails to

perform any of his obligations including carrying out the services, provided that such

notice of suspension--

(i) Shall specify the nature of failure, and

(ii) Shall request remedy of such failure within a period not exceeding 10 days after

the receipt of such notice.

In case of suspension, NHM Haryana could depute its officer(s) at the Call Centre/Office

of Service Provider at to oversee and manage the operations of call centerof NAS-108.

All operations shall then be handled by the above officer(s), so deputed, to address the

issue(s). During the suspension period, Service Provider shall have no right to intervene

in the operation and management. Once issues are addressed/resolved, it shall be

handed back to the Service Provider. In case of taking over the operations byNHM, shall

not be liable for any loss incurred by Service Provider during and after the suspension

period and it shall be the sole responsibility/liability of the Service Provider.

During the suspension period, Government reserves the right to terminate the

agreement by giving 30 days’ notice period.

(b) NHM after giving 30 days clear notice in writing, expressing the intension of

termination by stating the ground/grounds on the happening of any of the events (i) to

(iv) stated infra, may terminate the agreement after giving reasonable opportunity of

being heard to the service provider. However, the Government, which is Contracting

Authority, reserves the right to terminate the contract at any point without assigning

any reason thereof.


RFP No. Page 36

(i) If the service provider does not remedy a failure in the performance of his

obligations within 10 days of receipt of notice or within such further period as the

Government may subsequently approve in writing.

(ii) If the service provider becomes insolvent or bankrupt.

(iii) If, as a result of force majeure, service provider is unable to perform a material

portion of the services for a period of more than 10 days: or

(iv) If, in the judgment of the Government, the service provider is engaged in corrupt

or fraudulent practices in implementation of the project.

(c) In the event of premature termination of the contract by the Government on the

instances other than non-fulfilment/ non-performance of the contractual obligation by

the Service Provider, the balance remaining un-paid amount on account of capital

expenditure as on the day of termination shall be released within six months from the

date of such termination.

(d) Government reserves the right to partially terminate (one or more services out of

total) the contract.

(e) In case of premature termination or suo-moto abandonment of the contract/project by

the service provider, the service provider shall be penalized for the default. While

applying this penalty, in addition to the forfeiture of the performance security, the

Government may appropriate towards the penalty, the balance remaining unpaid on

account of capital expenditure as on the day of suomoto abandonment by the service

provider to recover the damage sustained due to abandonment.

(f) In case of termination, Service Provider will continue operations on existing terms and

conditions till a maximum period of 2 months from the date of termination or date of

handing over of complete operations including assets to a new vendor whichever is

earlier. All assistance should be provided by the existing service provider in handing

over of all assets, licenses, and right to use the software etc. to new vendor without

any extra cost to the Government as per directions of TIA.

2.17 Modifications

Modifications in terms of reference including scope of the services can only be made by

written consent of both parties. However, basic conditions of the agreement shall not be

modified.


RFP No. Page 37

2.18 Saving Clauses

(a) In the absence of any specific provision in the agreement on any issue the guidelines

issued/to be issued by the Mission Director, NHM, Government of Haryana shall be

applicable.

2.19 Force Majeure

(a) Ambulance Services as being emergency response services, the Operator shall not be

allowed to suspend or discontinue emergency call centerservices during occurrences of

Force Majeure Events. A suspension of or failure to provide services on the occurrence

of a Force Majeure event will be an Event of Default and Government may terminate the

contract unless the Force Majeure event is of such nature that it completely prevents the

operation of ambulances for any reason in any area.

(b) The failure of Service Provider to fulfil any of its obligations under the agreement shall

not be considered to be a default in so far as such inability arises from an event of Force

Majeure, provided that the party affected by such an event :

i. Has taken all reasonable precautions, due care and reasonable alternative

Measures in order to carry out the terms and conditions of the agreement, and

ii. Has informed the other party as soon as possible about the occurrence of such an

event.

(c) If Performance Standards are not complied because of any major breakdown to

ambulance vehicles or inability to provide services in accordance with the Performance

Standards as a direct consequence of such Force Majeure Events then no penalty shall

be applicable for the relevant default in Performance Standards.

(d) On the occurrence of any Force Majeure Events or implementation of any disaster

management operations or law and order emergencies, Government may give

instructions to the Service Provider including requiring deployment of certain number of

Ambulances in specific locations, in such circumstances; the Service Provider shall

comply with such instructions and will be excused from adherence to relevant

performance standards.

2.20 Settlement of Dispute

(a) If any dispute with regard to the interpretation, difference or objection whatsoever

arises in connection with or arises out of the agreement, or the meaning of any part

thereof, or on the rights, duties or liabilities of any party, the same shall be referred to the

MD, NHM for decision. If the Service Provider is not satisfied with the decision of MD,

NHM, then they may proceed for arbitration.


RFP No. Page 38

2.21 Arbitration

a) Any unresolved dispute or difference whatsoever arising between the parties to this

Agreement out of or in relation to the construction, meaning, scope, operation or effect

of this Agreement or the validity of the breach thereof shall be referred to a sole

Arbitrator to be appointed by the Chairman State Health Society, Haryana. The

provisions of the Arbitration and Conciliation Act will be applicable and the award made

there under shall be final and binding upon the parties hereto, subject to legal remedies

available under the law. Such differences shall be deemed to be a submission to

arbitration under the Indian Arbitration and Conciliation Act, or of any modifications,

Rules or re-enactments thereof.

b) The arbitration shall be conducted in,Haryana, India. The arbitration shall be conducted

in English and all written documents used during the arbitration shall be in English. The

Award shall be speaking Award.

c) The parties agree that any decision for Award of any Arbitral Tribunal pursuant to this

clause shall be a domestic award and final, conclusive and binding upon the parties and

any person affected by it. The parties also agree that any court of competent jurisdiction

may enforce any arbitration award rendered pursuant to this clause.

d) During any period of arbitration, there shall be no suspension of this Agreement.

e) The parties specifically agree that any arbitration shall be pursuant to clause above and

the clause is governed by Indian Law.

2.22 Right to Accept and Reject any Proposal

NHM reserves the right to accept or reject any proposal at any time without any liability or

any obligation for such rejection or annulment and without assigning any reason.

2.23 Award of Contract and Agreement

On evaluation of technical and financial parts of RFP and decision thereon, the selected

bidder shall have to execute an agreement with the NHM within 60 days from the date of

acceptance of the bid is communicated. This Request for Proposal along with documents

and information provided by the bidder shall be deemed to be integral part of the

agreement. Before execution of the agreement, the bidder shall have to furnish the

performance security (security deposit).

2.24 Commencement of Service

(a) The Service Provider shall commence the service only after the issue of the Letter of

Commencement by the NHM allowing the Service Provider to commence activities

envisaged under the RFP. Letter of Commencement shall be issued subject to following

conformations:


RFP No. Page 39

(i) Control Room and all infrastructures are and complete in all respect as per the terms

and conditions mentions in this RFP.

(ii) All statutory requirements essential and necessary under different statute to run the

service have been complied.

(b) The Service Provider shall commence the service as per schedule of implementation

mentioned in RFP from the date of signing of the Agreement. If the firm fails to

commence the service as specified herein, the NHM may, unless it consents to the

extension of time thereof, forfeit the Performance Security and appropriate the same.

2.25 Jurisdiction of Court

Legal proceedings, if any, shall be subject to courts under jurisdiction only.

3. CRITERIA FOR EVALUATION

3.1 Evaluation of Technical Proposals

The objective of the evaluation process is to evaluate the bids to select an effective and best fit

Service at a competitive price. Technical Committee (TC) will be constituted by NHM, Haryana to

evaluate and decide upon the evaluation to be undertaken or any other matter that required

escalation. The decision of TC shall be final.

TC will scrutinize the offers to determine whether they are complete, whether any errors have

been made in the offer, whether required technical documentation has been furnished,

whether the documents have been properly signed, and whether items are quoted as per the

required format.

TEC may call for any clarifications/additional particulars required, if any, on the technical/

commercial bids submitted. The bidder has to submit the clarifications/ additional particulars in

writing within the specified date and time. The bidder’s offer may be disqualified, if the

clarifications/ additional particulars sought are not submitted within the specified date and

time.

The competitive bids shall be evaluated in the following stages:

• Stage 1 – Pre-Qualification (PQ) Criteria

• Stage 2 – Technical Bid Evaluation comprising

o Parameters as laid down in table vide provided below

o Technical presentation comprising live demonstration

• Stage 3 – Commercial Bid

Based upon the final technical scoring, short listing would be made of the eligible bidders for

final commercial evaluation.

a) Pre-Qualification-Based on documents submitted as per requirement. NHM will evaluate

the bidders on each criterion separately and satisfy itself beyond doubt on the Bidder’s ability /

position to meet the criteria. Those Bidders who qualify on ALL the criteria as brought out in


RFP No. Page 40

below will only be considered as “Qualified under Stage 1” of evaluation and will be considered

for evaluation under Stage-2.

Those Bidders who do not qualify at this Stage 1 will not be considered for any further processing. b) Criteria for Technical Evaluation Criteria for 108-Emergency Ambulance Service, MMUs (along with necessary documentary proof)

S.No Parameters Marks Max.

Marks

1

Experience of the bidder in implementing Emergency response Ambulance services/MMUs or similar projects with— Command & Control Center to dispatch Ambulances/vehicles through Computer aided dispatch(CAD) Solution

20 A Experience of 3 Years 5

B Experience of 3 Years or more but less than 5 Years 10

C Experience of 5 Years or more but less than 7 Years 15

D More than 7 years 20

2 Experience of running atleast 1 Call centerprojectin G2G/G2C/G2B services for last 3 years for the following no. of seats

20

A 25 seats 5

B 26-30 seats 10

C 31-35 seats 15

D More than 35 seats 20

3 Demonstrated experience in Operating Computer Telephony integration(CTI) and Computer Aided Dispatch(CAD) Software Solution to assign services with Command & Control Centre/s for any G2G/G2C/G2B services

20 A 2 Projects 5

B Experience 3 - 4 Projects 10

C Experience 5 - 7 Projects 15

D Experience 8 - 10 Projects 20

3. Technical Proposal

A Relevance of proposed technical solution to scope of work 10 20

B Features and functionality of application software for 108 10


RFP No. Page 41

4 Technical Presentation: Experience, Methodology, proposed Solution, Scalability for 108-NAS and MMU

15

5 Live Demonstration of the proposed software solution 5

Total 100

Step 3: Opening of financial proposals and determination of overall winner through QCBS method

Note: All Applicants shall be required to make presentations up to 30 minutes, before opening of

Financial Proposals, to demonstrate their credentials before the Technical Evaluation committee and

to submit hard copies during the presentation. The presentation shall broadly cover the following

aspects.

1. Brief Company profile, local presence, associates, major clients & projects etc.

2. Experience and capabilities of conducting similar assignments.

3. Understanding of assignment along with methodology indicating broad scope of

work and proposed action plan.

4. The presentation should highlight the services that could be covered regarding

the software for 108-NAS and MMUs should be demonstrated in front of

technical committee. The presentation should highlight the services that could be

covered like software to be used, innovative features of the proposed service and

plan for effective service delivery and follow up action.

5. Details of proposed staff structures, and training (with updates) to be

provided.Risks and proposed risks mitigating measures.

The Technical evaluation shall be based on marks obtained here and would be taken as the final

Technical Score.

The time and venue for the presentation shall be intimated to the Service providers.

3.2 Evaluation of Financial Proposal:

i. The Financial Bids of technically qualified bidders will be opened on the prescribed date in the

presence of bidder representatives.

ii. The bidder with lowest qualifying financial bid (L1) will be awarded 100% score. Financial Scores

for other than L1 bidders will be evaluated using the following formula:

iii. Financial Score of a Bidder (Fn) = {(Commercial Bid of L1/Commercial Bid of the Bidder) X 100} % (Adjusted to two decimal places) Only fixed price financial bids indicating total price for all the deliverables and services specified in this bid document will be considered.

iv. The bid price will include all taxes, levies (GST or Tax % should be mentioned clearly) and shall be

in INR and mentioned separately.


RFP No. Page 42

v. Any conditional bid would be rejected

vi. Errors & Rectification: Arithmetical errors will be rectified on the following basis: “If there is a

discrepancy between the unit price and the total price that is obtained by multiplying the unit

price and quantity, the unit price shall prevail and the total price shall be corrected. If there is a

discrepancy between words and figures, the amount in words will prevail”.

c) Final Evaluation-Final score for an applicant would be weighted average of technical and financial bids, where the technical and financial proposals will be assigned a weight of 70 and 30 percent respectively.

i. The technical and financial scores secured by each bidder will be added using weightage of 70%

and 30% respectively to compute a Composite Bid Score.

ii. The bidder securing the highest Composite Bid Score will be adjudicated as the most responsive

Bidder for award of the Project. The overall score will be calculated as follows: -

iii. Bn = 0.70 * Tn + 0.30* Fn Where

iv. Bn = overall score of bidder

v. Tn = Technical score of the bidder (out of maximum of 100 marks)

vi. Fn = Normalized financial score of the bidder

vii. In the event the bid composite bid scores are ‘tied’, the bidder securing the highest technical

score will be adjudicated as the Best Value Bidder for award of the Project.


RFP No. Page 43

ANNEXURES


RFP No. Page 44

ANNEXURE 1: ORGANISATION PROFILE

SL. No. Area of the details to be provided Responding Firm’s / Company

Details to be provided

1 Name of the Bidder

2 Address of the Bidder

3 Telephone number of the Bidder

4 Details of the contact

person to whom all

references shall be made

regarding this tender

Name of the contact person

Designation of the person

Address of the person

5 e-mail address of the Bidder

6 Fax number of the Bidder

7 Telephone number of the Bidder

8 Details of

Registration

1. Registration

Number of the Bidder.

2. Name of the place where the

Bidder was registered.

3. Date when the entity was

registered.

4. Validity Period, if applicable.

9 Central Service Tax No.

10 VAT/Service Tax No. (If applicable)

11 PAN No.

12 ISO 9001:2008 Certification

Certificate No.:

Expiry Date:

13

Annual Turnover during last three financial Years, 2014-

15, 2015-16 and 2016-17

FY

2014-15

FY

2015-16

FY

2016-17

14 Details of ownership of the Bidder (Name and Address of

the Board of Directors, Partners, etc.)

15 Name of the authorized signatory who is authorized to

quote in the tender and enter into the rate contract

(Power of Attorney to be submitted)

16 Locations and addresses of the offices.

The information regarding the previous Projects should be provided in the format given below

for each reference assignment for which the applicant, was legally contracted by the client

stated below.


RFP No. Page 45

Assignment Name:

Location:

Name of the Client:

Address:

Start date (Month/Year) to Completion Date

(Month/ Year):

Value of the Contract/ Work Order (in INR):

Name of Associated Firms (s) if any:

Brief Description of Project:

Details of the assignment/works executed by

the Applicant:


RFP No. Page 46

ANNEXURE 2: APPLICATION FORMAT

Format for Letter of Proposal

(On the Letter head of the Bidder)

THE MISSION DIRECTOR

NATIONAL HEALTH MISSION, HARYANA

PARYATAN BHAWAN, BAYS NO. 55-58, SECTOR 2,

PANCHKULA, HARYANA, PIN-134151

Sir/Madam,

We, the undersigned, offer to establish, operate and manage State Level Monitoring & Control Center for

‘108-NAS’ and MMUs in accordance with your Request for Proposal dated______. We are hereby

submitting our Proposal, which includes Technical Proposal and Financial Proposal sealed under separate

covers and both envelopes placed together in an outer envelope all properly marked as required.

We hereby declare that all the information and statements made in this Proposal are true and accept

that any misrepresentation of facts may lead to our disqualification and /or blacklisting.

The prices quoted by us in the Financial Proposal are valid till three months from the date of submission

of the quotation. We confirm that this proposal will remain binding upon us and may be accepted by you

at any time before the expiry date.

Prices have been arrived independently without consultation, communication, agreement or

understanding (for the purpose of restricting competition) with any competitor.

We agree to bear all costs incurred by us in connection with the preparation and submission of the

proposal and to bear any further pre-contract costs. We understand that the State is not bound to accept

the lowest financial bid or any proposal or to give any reason for award, or for the rejection of any

proposal.

We confirm that we have the authority of [Insert Name of the bidder] to submit the proposal and to

negotiate on its behalf.

Yours faithfully, ______________________

(Signature of the Authorized Signatory of Bidder) ___________________________

(Name and designation of the authorized Signatory of Bidder)


RFP No. Page 47

ANNEXURE 3: ACKNOWLEDGEMENT AND FINANCIAL PROPOSAL

[FINANCIAL PROPOSAL] To

Managing Director

Haryana Medical Services Corporation Limited

Haryana

Sub: - Request for Proposal for “establishment, operation and management of centralised call

center for NHM-108, MMUs”

Sir/Ma’am,

1. Having carefully examined all the parts of the RFP documents and having obtained all the requisite information affecting this proposal and being aware of all conditions and difficulties likely to affect the execution of the agreement, I/We hereby propose to implement the project as described in the RFP document in conformity with the conditions of agreement, technical aspects and the sums indicated in this financial proposal.

2. I/We declare that we have read and understood and that we accept all clauses, conditions, and descriptions of the RFP document without any change, reservations and conditions.

3. If our proposal is accepted, we undertake to deposit performance Security, which would be equivalent to 5% of annual value of the contract, before execution of the formal agreement

4. I/We agree to abide by this proposal/bid for a period of 180 days from the date of its opening and also undertake not to withdraw and to make any modifications unless asked for by you and that the proposal may be accepted at any time before the expiry of the validity period.

5. Unless and until the formal agreement is signed, this offer together with your written acceptance thereof shall constitute a binding contract between me/us and the Government of Haryana.

6. We submit the Schedule of Rate as appended herewith.

Yours faithfully

Signature of the authorized signatory

Encl: Schedule of Rate


RFP No. Page 48

ANNEXURE 4: SCHEDULE OF RATES

Schedule of Rates For

“Establishment, Operation and Management of Centralised call center for 108-

NASand MMU Project” in Haryana

S.N

o.

Particulars Amount per

seat per

annum (In Rs.)

Total Amount

(In Rs.)

Total

Amount (in

words)

Tax/GST

quoted

1. Establishment and operation

of state level monitoring &

control centre for ‘108-NAS’

and MMUs (inclusive of –

Establishment , Operation

and maintenance of

centralised call center, asset

insurance, telephone,

Mobile, PRI line, internet ,

etc., rent of buildings (for

centralised call center),

electricity & water,

housekeeping, AMC of

hardware, software, license

fee, equipment, consumables

etc., and all other

miscellaneous expenses ,

taxes, duties, fees etc.

2. Monitoring expenses for

ambulances & MMUs which

will include staff monitoring,

attendance, POL, call audit

etc.

(a) Our financial proposal shall be binding upon us subject to any modifications resulting from contract

negotiations, up to the expiration of the validity period of the proposal, i.e.………………. (Date).

(b) We undertake in competing for and, if the award is made to us, in executing the above services, we will

strongly observe the laws against fraud and corruption to force in India namely Prevention of Corruption

Act 1988. We understand that you are not bound to accept any proposal you receive.

Signature of Authorized Signatory

Seal with Designation

Place:


RFP No. Page 49

Date:

ANNEXURE 5: AGREEMENT

AGREEMENT

This agreement made this ____ day of ____ 20___ between the National Health

Mission,Haryana (hereinafter called "the Government” which expression shall, where the

context so admits, be deemed to include his/her successors in office and assignee) of the one

part AND M/s. ____________________, a public limited company registered under Companies

Act, 1956/ Society/ Trust and having its registered at ___________________________

(hereinafter called "the service provider” which expression shall, where the context so admits,

be deemed to include its heirs, successors, executors and administrators) of the other part.

Whereas the service provider has agreed with the Government to implement “Establishment,

operate and manage State Level Monitoring & Control Centre for 108-Ambulance services and

MMUs” (hereinafter called “the Project” ) in the State of Haryana in the manner set forth in the

terms of the Request for Proposal (RFP) and Standard Operation Procedure (SOP) issued for the

said service;

And whereas the approved service provider has deposited a sum of Rs …………………/- (Rupees

…………), which is equivalent to 5% of annual value of contract, only in the form of Bank

Guarantee, issued form a scheduled bank having branch at , of the equal amount, before signing

of this agreement as performance security deposit.

1. Now these present witnesses and the parties hereto hereby agree as follows:-

(a) The service provider shall be paid at the rate and in the manner mentioned below

towards the monthly operation and maintenance cost of the ambulances:-

i)Per seat per month basis for centralised call center establishment for 108-NAS and

MMUs

(b) In consideration of the payment to be made by the NHM, as above, the service provider

shall duly implement the project in the manner as agreed on the Request for Proposal

(RFP) and Standard Operating Procedure (SOP) developed thereof and shall form part of

this agreement.

(c) Following documents/correspondence undertaken between the parties shall also form

part of this agreement-

NHM Haryana The Service Provider

(I) RFP Corrigendum, if any.

(II) Offer letter issued from NHM, Haryana

(vide letter no.---, dated---)

(I)Offer acceptance letter (vide

letter no.---, dated---) of M/s. --

-------------------.


RFP No. Page 50

2. Period of Engagement

The service provider shall be engaged initially for a period of three years,from the date of

signing of Agreement, which may further be extended by a maximum period of 2 years by

the Government, subject to satisfactory performance and on the same terms and conditions

of the contract.

3. Consideration

(a) The payment shall be made by the NHM only if the service provider shall duly implement

the project in the manner aforesaid, observe and keep the said terms and conditions.

(b) The mode of payment shall be as specified below-

(i) Financing of the project shall be on reimbursement basis;

(ii) The Government shall reimburse capital cost for the procurement and commissioning

of assets.

(iii) The operational cost shall be paid as per the rate mentioned in Annexure 4 only.

(iv) Payments to be released on submission of monthly statements of claims by the

service provider.

4. Operational Parameter and Penalty Clauses : As per the RFP

5. Quantification of Penalty

In addition to the recourses available under RFP for termination or suspension of agreement

and forfeiture of performance security, wherever applicable, the service provider shall be

liable for penalty for non-performance or non-compliance of the terms and conditions as set

out in the RFP document, which includes and not limited to-

(i) Delay in Implementation

(ii) Deviation in Average Response Time

(iii) Deviation in average dispatch time

(iv) Premature suo-moto abandonment by the service provider

6. Force Majeure

a) Failure to fulfil the performance obligation shall not be considered to be default if the

inability arises from an event of force majeure provided that enough care, all reasonable

precautions, due care and reasonable alternative measures have been taken in order to

carry out the terms and conditions of the agreement.

b) On the occurrence of any Force Majeure Event or implementation of any disaster

management operations or law and order emergencies, NHM may give instructions to

the service provider including requiring deployment of certain number of ambulances in

specific locations. In such circumstances, the service provider shall comply with such


RFP No. Page 51

instructions and shall not be liable for adherence to relevant performance standards and

shall be exempted from applicable penalties, if any.

7. Monitoring and Evaluation

a) National Health Mission Haryana shall review the performance of the service provider

monthly/quarterly.

b) The District level Monitoring Committee shall oversee the activity within their

respective districts level and review the performance of service provider in every

month.

c) The services and records of the service provider shall be subject to inspection by

NHM.

d) NHM Haryanareserves the right to evaluate the performance of the Service Provider

as well as the project at any time by an independent external agency or through its

own internal agency. Service Provider shall extend all support to such

external/internal agency during evaluation(s).

8. Schedule of Implementation of the Project

a) NAS-108 is already operational and managed by NHM Haryana. NHM shall handover

all the assets to the winning bidder within 60 days time. The winning bidder has to

start the services without any interruptions to the current operations.

9. Termination or Suspension of Agreement

a) NHM may, by a notice in writing suspend the agreement,for a period as decided by NHM

(but for a maximum period of 6 months), if the service provider fails to perform any of his

obligations including carrying out the services, and such notice of suspension-

i) shall specify the nature of failure, and

ii) shall request remedy of such failure within a period not exceeding 15 days from the

date of receipt of such notice.

In case of suspension, NHM could depute its officer(s) at the Call Centre/Office of Service

Provider to oversee and manage the whole operations. All operations shall then be

handled by the above officer(s), so deputed, to address the issue(s). During the

suspension period, Service Provider shall have no right to intervene in the operation and

management of services. Once issues are addressed/resolved, it shall be handed back to

the Service Provider. In case of taking over the operations of services by NHM, NHM

shall not be liable for any loss incurred by Service Provider during and after the

suspension period.

During the suspension period, NHM reserve the right to terminate the agreement by

giving 30 days notice period to the Service Provider.


RFP No. Page 52

b) NHM after giving 90 days’ clear notice, in writing, expressing the intention of

termination by stating the ground or grounds on the happening of any of the events

mentioned in items (i) to (v) stated infra, may terminate the agreement after giving

reasonable opportunity of being heard to the service provider. However, NHM

reserves the right to terminate the agreement, without assigning any reason thereof

after giving 90 days’ notice.

i) If the service provider do not remedy a failure in the performance of his obligations

within 15 days of receipt of notice or within such further period as the Government

have subsequently approved in writing;

ii) If the service provider becomes insolvent or bankrupt;

iii) If, as a result of force majeure, the service provider is unable to perform a material

portion of the services for a period of more than 60 days; or

iv) If, in the judgment of the Government, the service provider is engaged in corrupt or

fraudulent practices in competing for or in implementation of the project;

v) If the service provider fails to operationalize ambulances and MMUs as per agreed

schedule of implementation.

c) In the event of premature termination of the agreement by NHM on the instances other

than non-fulfilment or non-performance of the contractual obligation by the service

provider, the balance remaining un-paid amount on account of capital expenditure as on

the day of termination shall be released within six months from the date of such

termination.

d) In case of termination, Service Provider will continue operations on existing terms and

conditions till a max period of six months from the date of termination OR date of

handing over of complete operations including assets owned by NHM to a new vendor

OR taking over of complete operations by NHM itself whichever is earlier. All assistance

should be provided by the existing service provider in handing over of all assets, licenses,

rights to use the software etc. to new vendor without any extra cost to the Government

as per directions of NHM.

10. Forfeiture of Security Deposit

The security deposit is for due performance of the agreement. The Government in the

following circumstances can forfeit it:-

(i) When any terms or conditions of the agreement are violated/infringed.

(ii) When the service provider fails in providing the services satisfactorily.

11. Modifications

Modifications in terms of reference including scope of the services can only be made by

written consent of both the parties. However, basic conditions (such as contracted rates and


RFP No. Page 53

those conditions which materially affect the contract), of the agreement shall not be

modified.

12. Saving Clauses

In the absence of any specific provision in the agreement on any issue, the RFP and SOPs

developed in accordance with RFP as part of this agreement shall be applicable.

13. Settlement of Dispute

If any dispute with regard to the interpretation, difference or objection whatsoever arises in

connection with or arises out of the agreement, or the meaning of any part thereof, or on

the rights, duties or liabilities of any party, the same shall be referred to the MD, NHM for

decision and its decision shall be final and binding.

14. Commencement of Service

a) The service provider shall commence the service only after the issue of the Letter of

Commencement byNHM allowing the service provider to commence activities envisaged

under the RFP. Letter of Commencement shall be issued subject to following

confirmations, namely:-

i) Centralised Call Center and all other infrastructure are equipped and complete in all

respect as per the agreed terms and conditions under RFP;

ii) All statutory requirements essential and necessary under different statute to run the

service have been complied.

b) The service provider shall commence different services under the project as per agreed

timeline failing which NHM may, unless it consents to the extension of time thereof,

forfeit the Performance Security and appropriate the same.

15. Jurisdiction of Court

Legal proceedings, if any, shall be subject to jurisdiction only.

16. Applicability of the provision of RFP and SOP

In absence of any specific provisions in this agreement on any issue which is otherwise

covered under the RFP and the SOP then the provisions there under shall be applicable.

In witness whereof the parties hereto have set their hands on the...........day

of..................2018.

Signature of the Service Provider For and on behalf of NHM Haryana

Signature & Designation,

Date: Date:

Witness No.1. 1. Witness


RFP No. Page 54

Name: Name:

Address: Address:

Witness No.2. 2. Witness

Name: Name:

Address: Address:


RFP No. Page 55

ANNEXURE 6: FORMAT FOR COVERING LETTER

Format for Covering Letter

[On the Letter head of the Applicant]

Date:………………….

To

Managing Director

Haryana Medical Services Corporation Limited

Haryana

Re: State Level Monitoring & Control Center for 108- Ambulance services, MMUs Services

for Haryana.

Madam / Sir,

Being duly authorized to represent and act on behalf

of…………………………………………………. (Hereinafter referred to as “the Applicant”), and having

reviewed and fully understood all of the requirements and information provided, the

undersigned hereby apply for the qualification for establishment and operation of centralised

controlcenter for 108-NAS and MMUs for Haryana. We are enclosing our Application with

EMD amount of Rs._____________in the form of Bank Guarantee and two copies of Proposal

(Part A, Part B and Part C) with the details as per the requirements of the RFP. We confirm

that our proposal is valid for a period of six months from_________(Application Due Date).

Yours faithfully,

___________________________

(Signature of Authorised Signatory)

(NAME, TITLE AND ADDRESS)


RFP No. Page 56

ANNEXURE- 7: FORMAT FOR AFFIDAVIT

DECLARATION BY BIDDER

I / We ……………………………… agree that we shall keep our price valid for the entire duration of contract i.e.

till …. /…/…. I / We will abide by all the terms & conditions set forth in the tender documents No. ……. /

I / We do hereby declare I / we have not been de- recognized / black listed by any State Govt. / Union

Territory / Govt. of India / Govt. Organization / Govt. Health Institutions.

Signature of the Applicant:

Date:

Name & Address of the Firm

Affidavit before Executive Magistrate / Notary Public in Rs.50.00 stamp paper.


RFP No. Page 57

ANNEXURE- 8: Format for Power of Attorney for Signing of Proposal

(On stamp paper of appropriate value)

POWER OF ATTORNEY

Know all men by these presents, we _________________________________ (name and address of the

registered office) do hereby constitute, appoint and authorize Mr. / Ms.

____________________________________________________________ (name and residential address)

who is presently employed with us and holding the position of _____________________________ as our

or attorney, to do in our name and on our behalf, all such acts, deeds and things necessary in connection

with or incidental to our Proposal for the project envisaging Selection of a Service Provider for

establishment of State Level Monitoring & Controlcenterfor 108-NAS and MMUs in Haryana (preferably

in PANCHKULA), including signing and submission of all documents and providing information/ responses

to THE MISSION DIRECTOR NATIONAL HEALTH MISSION, HARYANA, representing us in all matters

before THE MISSION DIRECTOR, NATIONAL HEALTH MISSION, HARYANA, and generally dealing with

THE MISSION DIRECTOR NATIONAL HEALTH MISSION, HARYANA in all matters in connection with our

Proposal for the said project.

We hereby agree to ratify all acts, deeds and things lawfully done by our said attorney pursuant

to this Power of Attorney and that all acts, deeds and things done by our aforesaid attorney

shall and shall always be deemed to have been done by us.

For

___________________________

__________________________ (Signature)

___________________________

(Name, Title and Address)

Accepted

___________________________

(Signature)

___________________________

(Name, Title and Address of the Attorney)


RFP No. Page 58

ANNEXURE- 9: ANTI COLLUSION CERTIFICATE

Anti-Collusion Certificate

We hereby certify and confirm that in the preparation and submission of our Proposal for

establishment of State Level Monitoring & Control center for 108-NAS and MMUs services

against the RFP issued by MD, NHM Haryana, . We have not acted in concert or in collusion

with any other Bidder or other person(s) and also not done any act, deed or thing, which is or

could be regarded as anti-competitive. We further confirm that we have not offered nor will

offer any illegal gratification in cash or kind to any person or organization in connection with

the instant proposal.

Dated this _______ Day of _______, 201__

For____________________

(Name)

Authorized Signatory


RFP No. Page 59

ANNEXURE-10: FORMAT OF BANK GUARANTEE FOR EMD

EMD (Bank Guarantee Format)

[The Bank shall fill in this Bank Guarantee Form in accordance with the instructions

indicated.]

To The Bid Inviting Authority

Whereas (insert the name of the bidder) (hereinafter called the “Bidder”) has submitted its

proposal dated (insert date) for Establishment, Operation and Management ofState Level

Monitoring & Controlcenter forNAS-108, Medical Mobile Units in Haryana(hereinafter called

the “Proposal”) against the RFP (Insert RFP reference number) issued by Mission Director,

NHM,Haryana (hereinafter called “Authority”).

Know all persons by these presents that we (insert name of the bank) of (insert address of the

bank) (Hereinafter called the “Bank”) having our registered office at (insert regd. office

address of bank) are bound unto <insert the name and address of the procuring authority>

(hereinafter called the “Authority”) in the sum of (insert guarantee amount) for which

payment will and truly to be made to the said Authority, the Bank binds itself, its successors

and assigns by these presents. Sealed with the Common Seal of the said Bank this

_____________________ day of _______ 201____.

The conditions of this obligation are:

(1) If the Bidder withdraws or amends, impairs or derogates from the tender in any respect

within the period of validity of this Bid.

(2) If the Bidder having been notified of the acceptance of his Bid by the Authority during the

period of its validity:-

a) fails or refuses to furnish the performance security for the due performance of the

contract. or

b) fails or refuses to accept/execute the contract. or

c) if it comes to notice that the information/documents furnished in its tender is

incorrect, false, misleading or forged

We undertake to pay the Authority the above amount upon receipt of its first written

demand, without the Authority having to substantiate its demand, provided that in its

demand the Authority will note that the amount claimed by it is due to it owing to the

occurrence of one or both the two conditions, specifying the occurred condition(s).


RFP No. Page 60

This guarantee will remain in force for a period of forty-five days after the period of tender

validity and any demand in respect thereof should reach the Bank not later than the above

date.

Our........................................................................ branch at..............................* (Name &

Address of the .............................* branch) is liable to pay the guaranteed amount depending

on the filing of claim and any part thereof under this Bank Guarantee only and only if you

serve upon us at our .............................* branch a written claim or demand and received by

us at our .............................* branch on or before Dt....................otherwise bank shall be

discharged of all liabilities under this guarantee thereafter.

* the Branch of the bank should be at .

Signature of the Authorised Officer of the Bank)

Name and Designation of the Officer Seal, name

& Address of the Bank and the Branch


RFP No. Page 61

ANNEXURE-11: FORMAT OF BANK GUARANTEE FOR PERFORMANCE SECURITY

Issuing Bank: [insert: Bank’s Name, and Address of Issuing Branch or Office] Beneficiary:[insert: Name and Address of Authority]

Date: ________________

PERFORMANCE GUARANTEE No.: _________________ We have been informed that [insert: name of the Awardee] (hereinafter called "the Agency") has entered into Contract No. [insert: reference number of the contract] dated ____________ with you, for Establishment, Operation and Management of State Level Monitoring and control center for NAS-108, Medical Mobile Units in Haryana (hereinafter called "the Contract"). Furthermore, we understand that, according to the conditions of the Contract, a performance guarantee is required.

At the request of the Agency, we [insert: name of Bank] hereby irrevocably undertake to pay you any sum or sums not exceeding in total an amount of [insert: amount in figures] (Rs___) [insert: amount in words] upon receipt by us of your first demand in writing accompanied by a written statement stating that the Agency is in breach of its obligation(s) under the Contract, without your needing to prove or to show grounds for your demand or the sum specified therein.

We hereby waive the necessity of your demanding the said debt from the Agency before presenting us with the demand.

This guarantee shall be valid until the .....day of ........., 201...

We further agree that no change or addition to or other modification of the terms of the contract to be performed thereunder or of any of the contract documents which may be made between you and the Agency shall in any way release us from any liability under this guarantee and we hereby waive notice of any such change, addition or modification.

Our.................................................................. branch at ...................(Name & Address of the ............................. branch) is liable to pay the guaranteed amount depending on the filing of claim and any part thereof under this Bank Guarantee only and only if you serve upon us at our .............................branch a written claim or demand and received by us at our .............................branch on or before Dt....................otherwise bank shall be discharged of all liabilities under this guarantee thereafter.

__________________ [signature(s)]

Signature of the Authorised Officer of the Bank)

Name and Designation of the Officer

Seal, name & Address of the Bank and the Branch