fufonk lwpuk - Chief Electoral Officer, Madhya Pradesh

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PART ATECHINCAL BIDOFFICE OF THE CHIEF ELECTORAL OFFICERMADHYA PRADESH17-ARERA HILLS,BHOPALTender Form No: _____Date of Issuing: _____________Price: Rs. 500/-Total No of pages in document : 8+1=9Issued by: Account Officer, O/o Chief ElectoralOfficer, Madhya PradeshTENDER FORM(PART-A-General-cum-Technical Bid)SUBJECT : Operation of a State Level Call Center for Chief Electoral Officer, MadhyaPradeshName of the Firm:Name of the contact person:Full address of the Head office & Registeredoffice of the FirmTelephone nos.:Fax nos.:E-Mail AddressOther branches/offices of the tenderer in theState of Madhya Pradesh (List may beenclosed).Amount of Earnest Money (in figures)(In words)DD / Banker Cheque No (EMD details)DateDrawn on (Name of Bank and Branch)SIGNATURE & SEAL OF TENDERER

TERMS & CONDITIONSIntroduction:The State of Madhya Praedsh has 10 administrative divisions, 50 districts, 372 tehsils, with3.08 lakh square km of area. Presently there are 230-assembly constituencies in the State.These have been further divided into 53,194 polling stations. There are at presentapproximately 437 lakh electors in the computerized Photo Electoral Rolls-2013 of the State.In addition to above, approximately 21 lac new electors are also expected to be added in thisannual summary revision 2013 in the Electoral Roll.CONDITION NO.1(Scope of work)Work to be done by the contractor firm:Install / Operate and maintain efficiently the complete PUBLIC GRIEVANCEREDRESSAL SYSTEM, which include following module:1. Monitoring of complaints received from public.2. Voter Help line service via Phone.3. Voter Help line service via SMS.4. Other official work assigned by the office.A web-based Complaint Monitoring System has been developed by the ElectionCommission of India. It has two modules; 1 Module -for public domain, in which publiccan register and enter grievances. The url address of this module ishttp://164.100.34.138/cs.In addition to grievances, which will be received on-line, the operator deputed on the CallCenter will have to enter/update grievances, received either telephonically or by post.The grievances received in the department will also be provided to the contractor firm ona weekly basis for uploading on web-based Complaint Monitoring System. The Operatordeputed on the Call Center will also collect the user feed-back on telephone just afterremoval of grievances.The BSNL is provide the short code '1950' facility on the five Hunting landline numbers ofCall Center at headquarter. The contractor firm will make the co-ordination with theBSNL, accordingly.Note : The Contractor firm will maintain a complete record of all the complaints receivedand redressed thereby in hard copy and softcopy in the prescribed format and it will besubmitted to the department on monthly basis. The Chief Electoral Officer or hisdelegated representative reserves the right to check the records, so maintained in theoffice of the firm whenever required.2-Module for the Department. In addition to Chief Electoral Office, all 50 District ElectionOfficers (i.e. Collectors) and all 230-Electoral Registration Officers (i.e. mostly Sub-Divisional Magistrates) will be in closed user group. The URL address of this module ishttp://164.100.34.138/CS.The DEOs/EROs will download the concerned grievances and update the status afterremoval of grievances. The Operators deputed on Call Center will also coordinate withall DEOs/EROs for updating their information as well as pursuance of the on-linegrievances.

The whole data base of all 230-assembly constituencies of the State is available on thedepartmental website (http://ceomadhyapradesh.nic.in) with the search engine. Entry ofany electors can be searched either by ID Card No or by Name. Operator deputed on thecall center will provide help to the public also in this area .CONDITION No. 2(i)(ii)(iii)(iv)(v)(vi)(vii)(viii)(ix)Normally Call Center must run from 10.00 AM to 6.00 PM for six days of a week(Except Sunday) but time scheduled may be rearranged or spitted as per need.Only twelve holidays will be allowed in a calendar year which may be decided bythe department.Contractor firm must have sited at CEO’s office Call Center premises.Contractor firm must have requisite Computers & Peripheral systems, like Printer,UPS, Invertors/Generators etc for running the Call Center and shall own thesystems during the tenure of the agreement.Contractor firm should depute the Executive/operator having good communicationskills in English as well as Hindi language.The Executive/Operator, deputed in the Call center should be a graduate and alsohaving requisite expertise in computer operations. The contractor firm shouldtrained the operator also in public dealing in a cordial manner and conversant inEnglish and Hindi language.Contractor firm should also have supporting technical staff for providing technicalassistance to the Call Center.It is also the responsibility of the contractor firm to make the co-ordination with theBSNL, NIC etc., and other agencies for establishing & proper running of CallCenter on behalf of the Department.The Contractor firm must have sufficient minimum two broadband connectionalong with data card for standby arrangement exclusively for State Level CallCenter of Election Deptt.CONDITION No. 3 (LOCATION OF CALL CENTER)Call Center must be operated only in premises of office of the Chief Electoral Officer,Madhya Pradesh, Bhopal.CONDITION No. 4 (Experience)1. Tenderer must have experience of which include the experience of working in callcentre Information & Technology and submit the copy of their Bi-laws and experiencealong with tender.2. The bidder must have an average annual turnover of Rs. 40 lakhs during the last 3financial years (i.e. financial year 2009-10 onwards). The audited balance sheets ofthe last three financial years should be submitted.3. Tenderer must have sufficient resources to complete the aforesaid task. Committeeof the Department has right to inspect and verify the resources available with thetenderer. During the inspection, if the committee finds that the tenderer doesn't havesufficient resources to carry out the aforesaid work within stipulated time and desiredquality, in that case, the tenderer may be technically disqualified by competentauthority and commercial bid of such tenderer shall not be opened. The decision ofthe committee regarding potential of the tenderer to execute the work would be full &final.

4. Tenderer who has been blacklisted in the past by any Government Organization inIndia would not be eligible to take part in this proceeding. An affidavit in this regardwill have to be submitted along with the tender document.5. The details of annual turnover & work executed by the tenderers and his resources,etc will be given.6. A Pre-bid meeting will be held in the conference Hall of the CEO, office, Bhopal at3.30 PM on 28-12-2012CONDITION No. 5- (Submission of Bids)Sealed tenders are invited in two bids in separate envelops {(1) General cum Technical Bid(2) Commercial Bid}. Each page of the tender must be signed and sealed by the tenderer.The tender forms should be filled in by pen or typed, Entries through pencil, cutting and overwriting will not be allowed.Both the envelopes should be put in a sealed big envelope. Details such as Tenderers Nameand Address, job work, date and time of opening, etc., should be clearly mentioned on the bigenvelope.The commercial bids of only those tenderers who qualify in General-cum-Technical Bid willbe opened. The time & date of opening the Commercial Bid will be intimated separately to thesuccessful tenderers by the department.The Draft / Banker Cheque of Earnest Money amounting to Rs.24000/- to be deposited bythe Tenderers will be attached with the General-cum-Technical Bid. Tenders received withoutEMD will not be considered. The earnest money should be in the form of a Demand Draft /Banker Cheque in favour of "Chief Electoral Officer, Madhya Pradesh, Bhopal". In case ofSSI/Micro/Small Units the tenderer shall provide original or Photostat copy, duly attested byGazetted Officer, of the Registration of S.S.I. Unit issued by the Director/Commissioner ofIndustries in respect of the stores for which they are registered.CONDITION No. 6 (Validity of Rates)1. The rate quoted should be valid and operative, for supply work orders as issued byChief Electoral Officer, Madhya Pradesh, Bhopal.2. Conditional tenders shall be rejected without assigning any reason.3. The tenderer shall be bound to execute the work so allotted.4. A tenderer, who is not registered under the Sales tax Act./VAT Act prevalent in theState where its business is located, shall not submit tender. The sales tax registrationnumber/TIN No should be quoted and a sales tax clearance certificate from thecommercial taxes officer of the concerned circle shall be submitted otherwise thetender is liable to be rejected.5. Tender forms shall be filled in ink or typed. No tender filled in pencil shall beconsidered. The tenderer shall put-on his signature on each page of the tender formand at the end in token of acceptance of all terms and conditions of the tender.6. Rates shall be written both in words and in figures. There should not be errors,cuttings and over-writings, Corrections if any, shall be made clear and attested bysignature and date.

CONDITION NO.7The person/persons whose tender is accepted shall be hereinafter called the contractorwhich shall unless excluded by or repugnant to the context include his heirs, executors,administrators and his assignees.CONDITION NO.8(Tenure of Contract)The period of the Call Center will be two year from the date of issuing the work order. TheDepartment has right to extend it further up to a period of next two years. The Contractorfirm will be bound to execute the work on the same terms and conditions of the agreementduring the extended period.The department also has the right to revoke/terminate the agreement before the expiry/completion of the stipulated period after giving one week notice to contractor in advance.CONDITION NO.9 (Security Deposit)Successful Tenderer (Contractor) will have to pay security deposit equal to 5% of the value ofthe work allotted to him within seven days from the date of issuing the Letter of Intent to him.The amount of security deposit can be deposited in the form of FDR drawn in favour of CHIEFELECTORAL OFFICER, MADHYA PRADESH, BHOPAL. After submitting the required securitydeposit, the EMD deposited by the tenderer at the time of submission of tender document,will be returned. In case of SSI units the security deposit shall be equal to 1% of the workallotted.CONDITION NO. 10The security deposit so collected under condition no. 09 shall be refunded to the contractorafter two months of successfully work completion.CONDITION NO.11If any terms & conditions of the contract are breached and /or tenderer fails to complete thesaid work satisfactorily then the department will forfeit security amount deposited by thecontractor firm. The decision of the Chief Electoral Officer, Madhya Pradesh shall be final andbinding on contractor firm.CONDITION NO. 12(MODIFICATION)(i)(ii)If the tenderer withdraws the tender or modifies the quoted rates at any stage, thedepartment shall forfeit the earnest money/security money deposited by him.The earnest money deposit will be returned to the unsuccessful tenderer's aftertenders have been finalized.CONDITION NO. 13 (FAILURE TO PAY SD)If the tenderer fails to pay the security deposit in the prescribed manner and time, the earnestmoney deposited by the Tenderer shall be forfeited and credited to the Government. Thesuccessful Tenderer shall execute the agreement on a stamp paper of the appropriate valuein favour of the Chief Electoral Officer; Madhya Pradesh within 7 days from the date ofissuing the Letter of Intent, failing which the earnest money deposited will be forfeited.

CONDITION NO.14 (Maintaining of SD)The contractor shall maintain the Security Deposit amount throughout the contract period. Allcompensation or other sums of money payable by the contractor to Government under theterms of this contract may be deducted from or realized by sale of sufficient part of hissecurity deposit or more as also the interest arising there from any Sums which may be dueor may become due to Government from the contractor under any other contract ortransaction of any nature on any account whatsoever and in the event of his security depositbeing reduced by reason of any such deduction or realization by sale of security asaforesaid, the contractor shall within ten days thereafter make good in cash or GovernmentSecurities endorsed as aforesaid any sum or sums which may have been deducted from orrealized by sale of this security or any part thereof.CONDITION NO. 15 (Penalty Clause)The Public complaints / queries /SMSs, if elft unattended to shall be penalized onthe basis of following percentages of the total amount of monthly bill:-(a) Delay up to one day 2.5%(b) Delay up to two days 5%(c) Delay up to three days 7.5%(d) Delay of more than three days 10%The maximum amount of penalty shall be 10% and shall be made from monthlybills.In case of complaints against the representative of the firm for misdemeanor, thefirm shall replace the representative immediately failing which the penal clauseshall become operative in the manner mentioned above.CONDITION NO. 16 (Satisfaction of the work)If the progress of any particular portion of the work is found unsatisfactory, the ChiefElectoral Officer shall notwithstanding that the general progress of the work is in accordancewith the conditions mentioned in contract to be entitled to take action as per the condition no.15 (Risk & Cost Clause) after giving the contractor 7 days notice in writing and the firm maybe blacklisted. The tenderer will have no claim for compensation, for any loss sustained byhim owing to such action.CONDITION NO. 17 (Submission of Bills)The contractor shall submit bills in the printed form in triplicate to the Chief Election Officer.The charges to be made in the bills should always be entered at the rates approved by thedepartment or in the case of any extra work ordered, at the rates specified in the ordergranting extra work.CONDITION NO. 18 (Mode of Payment)Payment shall be made on monthly basis within 4 weeks after receipt of bills in triplicate inthe office of Chief Electoral Officer, Madhya Pradesh,

CONDITION NO. 19 (Force Majeure)The contractor shall not be entitled to claim any compensation from Government for the losssuffered by him on account of delay by Government in whatsoever reasons includinginteralia :i) Force majeure,ii)iii)Act of God,Act of enemies of the State or any other reasonable cause beyond the controlof the Chief Electoral Officer/District Election Officer.CONDITION NO. 20Any amendment in directions or formats by ECI/CEO shall be included in work order withoutany cost.CONDITION NO. 21 (Supervision and Inspection)All works under or in course of execution or executed in pursuance of the contract shall at alltimes be open for the inspection and supervision of the Chief Electoral Officer and hissubordinates.CONDITION NO. 22 (Sublit of the contract)The contract or substantial part thereof shall not be assigned or sublet to any other agency.And if the contractor assigns or sublets his contract or part thereof attempts to do so orbecome insolvent or commence any proceeding to get himself adjudicated and insolvent ormake any composition with his creditors, or attempt to do so or if bribe, gratuity, gift loan,perquisite, reward or advantage, pecuniary or otherwise, is either directly or indirectly given,promised or offered by the contractor or any of his servants or agents to any way relating tohis office or employment, or any such officer or person becomes in any way directly orindirectly interested in the contract, the Chief Electoral Officer may thereupon by notice inwriting rescind the contract, and the security deposit of the contractor shall thereupon standforfeited and be absolutely at the disposal of Government.CONDITION NO. 23 (Bi- laws and Constitution of the firm)In the case the contractor being a partnership firm/ company/ joint sector company etc. thecontractor to the Chief Election Officer Madhya Pradesh for their information shall forthwithnotify any change in the constitution/prospectus of the same.CONDITION NO. 24 (Arbitrator)Except otherwise specified in the contract and subject to the powers delegated to him byGovernment under the code and rules then in force, the decision of the Chief ElectoralOfficer shall be final, conclusive and binding on all parties to the contract on all questionsrelating to the meaning of the specifications and instruction therein before mentioned and asto the quality or workmanship on the work.CONDITION NO. 25 (Acceptance of conditions)If tenderer does not accept any of these conditions, his tender shall not be considered.

CONDITION NO. 26 (Payments)Payment to contractors shall be made by ECS in favour of his Company / Firm with in 4weeks after submission of bills.CONDITION NO. 27 (Taxes and Rates)The rates shall be quoted inclusive of all taxes and rates. The rates should be inclusive of allexpenses/ cost required to be incurred as per specification of the tender.. At the time ofmaking payment work contract tax/ TDS etc. will be deducted as per rules as applicable atthat time.CONDITION NO. 28 (G.F & A.R.)For any provisions other than those specially mentioned in the tender terms and conditionsG. F. & A. R. shall be applicable.CONDITION NO. 29 (Inspection and doubts)The entire work shall have to be carried out as per the instructions issued by the ChiefElectoral Officer, Madhya Pradesh from time to time and the decision of the Chief ElectoralOfficer, Madhya Pradesh, Bhopal shall be final and binding on both the parties (i.e.Department & Contractor) on all points of doubt in respect of this tender.CONDITION NO. 30 (Acceptance of tneder)The Chief Electoral Officer reserves the right to accept or reject any tender without assigningany reason thereof. He also reserves the right to accept any tender in whole or in part orreject any tender or all the tenders and to divide the work between two or more tendererswithout assigning any reason thereof.CONDITION NO. 31 (Jurisdiction)All legal proceeding, if necessary arise to institute may be any of the parties (Government orcontractor) shall have to be logged in courts situated in Bhopal and not else where.SIGNATURE & SEAL OF THE TENDERER

CHIEF ELECTORAL OFFICERMADHYA PRADESH17-ARERA HILLS, BHOPAL(PART-B-COMMERCIAL BID)SUBJECT : Per month rate for State Level Call Centre.(Rates will be quoted in words and figures with ball pen written or type)S.No Details No of executive/operatorsproposedRate of theexecutive/operatorsmonthlyRate of theexecutive/operatorsdailyRates ofadditional perexecutive/operator dailyas whenrequired1 2 3 41 In words2 In figureNote:- Rates quoted inclusive of taxes and all legal payments to the operators and executives.SIGNATURE & SEAL OF TENDERER