KOLKATA _NIT - WBSEDCL

CCEE DD/ //ZZCC CC

IB.1.CCEE DD/ //ZZCC CCLast Date of Submission to WBSEDCL:Place: Office of the Chief Engineer (Dist), 1 st Floor, D Block, Vidyut Bhawan, Kolkata-700 091Last Date: 18/01/2012 up to 14-00 hr.Time Slot: Between 11:00 Hrs to 14:00 Hrs. (Except Saturday)(Note: The Bidders are advised to collect dated receipt from WBSEDCL against theirsubmission of Bid.)No Price Bid will be accepted, if it reaches beyond scheduled time and date whetherthrough Post / Courier Service and WBSEDCL shall no way take any responsibility insuch situation.Cost of Bid Document:IB.1.1. Pre-qualified bidders have to download Zonal Call Centre wise Bid Document at theirchoice from WBSEDCL website www.wbsedcl.in. Annual minimum Turn Over of anyvendor participating in more than one Zone’s bidding process will be summation of therequisite turnover of the Zones under consideration, as mentioned in Serial no: 4 ofClause no:5 of the Tender Notice No: CED/ZCC/Tender/1228 dated 25/10/2011. Cost ofone set of complete Bid Document per ZCC[consisting of all relevant papers, price bidsheets, Bank Guarantee formats, specifications, Terms & conditions of the contract etc] isRupees Six thousand ( ` 6,000/- ) only. The above fee is non-refundable and to be paid bycrossed demand Draft / Pay order in favour of West Bengal State Electricity DistributionCompany Limited drawn on any schedule Bank in India and made payable at Kolkatawhich should be submitted as per direction given above.IB.1.2.IB.2.IB.2.1.IB.2.2.The offer will not be accepted for evaluation, if the Cost of Bid Document (Zone Wise)as required, is not deposited in the 1 st part of the offer. Necessary receipt of said Costof Bid Document(s) will be given within Seven days from the date of Opening ofTender.Amendment / Addenda of Bidding Documents:At any time, normally, prior to the dead line of submission of Bid, WBSEDCL may, for anyreason, modify the bidding documents by issuing Addenda / Amendments.Any addendum thus issued shall be part of the bidding documents and shall becommunicated to all the purchasers of the bidding document through WBSEDCL’s ownwebsite. However, if situation so warrants, such amendments may be made at anysubsequent time also, prior to opening of the price bid. In that case, bidders will be given thescope to amend the price bid also.IB.3. Bid Security[Earnest money ]:IB.3.1.IB.3.2.IB.3.3.IB.3.4.All bids must be accompanied with a refundable earnest money, as “Bid Security” in separatesealed envelope, along with the 2 nd part of the Bid. The offer will not be accepted forevaluation, if the Bid Security as required, is not deposited along with the 2 nd part ofthe offer.The Bid Security is required to protect WBSEDCL against the risk of bidder’s conduct, whichwould warrant the forfeiture of Bid Security deposit.The Bid Security shall be made payable to WBSEDCL without any conditions, whatsoever.The amount of Bid Security is as follows:Name of Zonal CallCentreKOLKATABERHAMPURSILIGURIMIDNAPURAmount of Bid Security`1,60,000/-(Rupees one lakh sixty thousand)`90,000/ (Rupees ninety thousand)`64,000/ (Rupees sixty-four thousand)`80,000/ (Rupees eighty thousand)

BURDWAN`86,000/ (Rupees eighty-six thousand)IB.3.5.IB.3.6.IB.3.7.IB.3.8.IB.3.9.IB.3.9.1.IB.3.9.2.IB.4.IB.5.IB.6.The ‘Bid Security’ is to be submitted in the form of Bank Draft issued by any Branch of anyIndian scheduled Bank, in favour of ‘West Bengal State Electricity Distribution CompanyLimited’, payable at Kolkata.‘Bid Security’ deposit of the unsuccessful bidder will be discharged / returned immediatelyafter placement of order on the successful bidder.The successful bidder’s ‘Bid Security’ deposit will be discharged upon the bidder’s furnishingthe ‘Performance Guarantee’ as per stipulations mentioned elsewhere in the Bid Document.No interest shall be payable by WBSEDCL on the above ‘Bid Security’ deposit.The Bid Security deposit shall be forfeited by WBSEDCL in the following cases also:-If during the period of Bid validity, the bidder unilaterally withdraws or modifies its bid as awhole or in part.In case of successful bidder, if the bidder fails to accept the order unconditionally or fails tofurnish the contract performance guarantee as per stipulation of bid documents.Language of Bid: All documents relating to this bid shall be in English language only. Failureto comply with this request may disqualify a bidder.Currencies of Bid and Payment: All prices shall be quoted by the bidder in ‘Indian Rupees’(INR) only. Payment is also to be made in INR only.Period of validity of Bid: The bid shall remain valid for a period of 120 (one hundred andtwenty) days beyond the deadline date of bid submission. A bid, valid for a shorter periodshall be rejected by WBSEDCL as non-responsive. Bidder shall have to agree to extend thebid validity beyond the above stipulated period, if WBSEDCL desires so.IB.7. Preparation of Bids :IB.7.1.IB.7.2.IB.7.3.IB.7.4.IB.7.5.IB.8.The bidder shall prepare and submit their bid, duly signed, in original.The bid shall be typed or written in indelible ink and shall be signed by a person/persons dulyauthorized by the bidder.To be qualified for evaluation and finalization of contract, bidders shall submit a written powerof attorney, authorizing the signatory of the bid to act on behalf of the bidder.All pages of the bid and where entries/ amendments have been made shall be initialed by theperson/persons signing the bid.The complete bid shall be without alterations, interlineations or erasers, except those toaccord with instructions issued by WBSEDCL or as necessary to correct errors made by thebidders, in which case such corrections shall be initialed by the person/persons signing thebid.Late Bid: Bid(s), if received after the expiry of the scheduled date & time for receiving thesame, shall not be considered for evaluation.IB.9. Withdrawal / Modification of bids :IB.9.1.IB.9.2.IB.9.3.The bidder may withdraw / modify his bid after submission, provided that the notice ofwithdrawal / modification is received in writing by WBSEDCL prior to prescribe deadline forsubmission of bid.The bidder’s notice of withdrawal / modification shall be prepared, sealed, marked anddelivered to the place of submission of offer and within the schedule time for the submissionof bids, with the inner envelop additionally marked ‘WITHDRAWAL / MODIFICATION’.The modified bid shall only be accepted if the same is submitted within the stipulated date &time of submission.CCEE DD/ //ZZCC CC

IB.9.4.Withdrawal / modification of a bid during the interval between the deadline for submission ofbids and the expiry of the period of bid validity specified by the bidder shall result in forfeitureof the Bid Security deposit.IB.10. Phasing of Execution: Deployment of manpower may be made in phases based onextension & expansion of work. The tentative initial and final unit-wise requirement ismentioned in GTC.4. Inception may take place within a specified time-frame as specifiedelsewhere in this document and well within the contract period.IB.11. Opening of Bid:IB.11.1. Price Offer-:IB.11.1.1.IB.11.1.2.IB.12. Evaluation Of Bids:Date of opening shall be on 18/01/2012 AT 15-00 hr at the Meeting room of DistributionHQ., 1 st Floor, D-Block, Biduyt Bhaban, Salt Lake, Kolkata – 700 091.The Offer will be opened in the presence of bidders’ authorized representative ((Only Onerepresentative per bidder) who may like to attend. Any change in the schedule, due to anyunforeseen reasons, will be duly communicated to the bidders through website.IB.12.1. All pre requisite parameters along with Bid Security will be checked before opening of 1 st partof the Tender. On that date of opening, only the 1st. part of the bid will be opened forprocessing.IB.12.2. Negative deviation in offer, if any, may be liable for rejection of the concerned bidder’s offer, ifthe said bidder does not agree to match the offer with the desired laid down Commercial &Technical terms.IB.12.3. Only after completion of the evaluation of 1 st part, the 2 nd part will be opened for thosebidders who will qualify after the 1 st part screening.IB.12.4.IB.12.5.IB.13.IB.13.1.IB.13.1.1.IB.13.1.2.IB.13.1.3.No alteration shall be made in the Bid forms and schedules except filling in the blanks asdirected. If any alteration is made or if these instructions are not fully complied with, the Bidmay be rejected at the sole discretion of WBSEDCL. The authorized signatory must initial anyerasing or other changes that appear on the document.Evaluation of bid will be made based on the composite cost considering declared specificheads in all categories, as indicated in the Price Bid Sheet.Rectification of Errors:Arithmetical errors, if any, shall be rectified as follows:If there is a discrepancy between the unit price and total price that is obtained by multiplyingthe unit price and quantity, the unit price shall prevail and the total price shall be accordinglycorrected by WBSEDCL.If there is a discrepancy between words and figures, the amount in words shall prevail.Bidder shall ensure that the prices furnished in various price schedules are consistent witheach other. In case of any inconsistency in the prices furnished in the specified priceschedules, WBSEDCL is entitled to consider the higher of the ‘quoted’ price and the‘corrected’ price as resulting from aforementioned procedure for the purpose of evaluation ofbid. For the purpose of award of contract the lower of the ‘quoted’ price and ‘corrected’ pricewill be considered.IB.14. Statutory Obligations:IB.19.1 The service provider must comply with all statutory obligations & provisions as per law of theland and as contained in relevant Acts like, Workmen’s Compensation Act 1923, the ContractLabor (Regulation & Abolition) Act 1970, Employees Provident Funds and MiscellaneousProvisions Act 1952, Employees’ State Insurance Act 1948, Payment of Wages Act 1936 etc.and rules made there under for every Act.IB.19.2 The financial obligation(s) arising out of statutory obligations would be entirely on contractorsaccount and WBSEDCL will not be responsible on this score for any reason whatsoever. TheCCEE DD/ //ZZCC CC

CCEE DD/ //ZZCC CCregister maintained by the successful bidder in this regard, shall be subject to scrutiny ofWBSEDCL, if WBSEDCL desires so.IB 19.3 The service provider has to pay minimum wage in commensuration with notification of LabourDept., Govt. of West Bengal, as modified time to time. In no case, the said wage can bedivided into other component(s). PF @13.61%, ESI @ 4.75% and bonus @ 8.33% should beon the minimum wage as above or as notified by the Labour Dept., Govt. of West Bengal.IB 19.4IB 19.5IB 19.6IB 19.7IB.19.8IB.19.9All deployed personnel would be eligible for one weekly off day and four holidays i.e., 26 thJanuary, 1 st May, 15 th August & 2 nd October. Since the operation of the ZCCs are 24x7modes, service providers have to ensure additional manpower in 1:6 ratio for smooth runningin consultation with the respective controlling officer. Similarly same ratio may also befollowed at field units like Customer Care Centers, as mentioned above. The minimum ratesof wages include the wage for weekly off day. However employees are entitled forwage for four holidays.ESI/Mediclaim Policy – Since service provider(s) have to deploy existing manpower,immediate process for change of employer (if any new service provider got LOA) has to betaken with respective ESI authority within one month after receipt of the LOA with intimationto the concerned controlling officer. Similarly, mediclaim policy should be purchased forthwithin non-ESI area.The successful bidders have to submit a list of deployed manpower of the respective ZonalCall Centre indicating Name, Father/Husband Name, Date Of Birth, Communication Address,Qualification(s), Wage particulars including statutory deductions to the Nodal Officer withinone month from the date of receipt of LOA / date of actual engagementThe vendor while submitting the bill must enclose Form No. 12A as per Employees’Provident Fund Scheme, 1952 positively in token of proof towards payment of ProvidentFund Contribution to the Provident Fund Authority in Provident Fund Code Number, asmentioned in the LOA. The Nodal Officer should ensure that Contractors should submit Form6A i.e. consolidated Annual Contribution Statement as per Employees’ Provident FundScheme, 1952, within May/June of each year. All Contractors must submit a statementtowards deposit of E.P.F. and Pension Fund as per Circular dated 26.03.2008 of the Director(HR) (will be available with the respective Nodal OfficeThe Nodal Officer must ensure that employees as engaged by the vendor are registeredas per E.S.I. Act. The vendor is liable to enclose necessary Challan towards payment ofE.S.I. Contribution to the respective E.S.I. Authority where ESI Scheme is applicable.Otherwise the vendors to have procured MEDICLAIM Insurance Policy from a NationalizedInsurance Company in respect of each of the employees where ESI Schemes are notapplicable.Payment of wage should be made along with duly authenticated Wage Slip indicatingMinimum wage, PF deductions, ESI (both employer & employees contribution)IB.19.10 Issuance of Appointment order to each employee is mandatory. A copy of each such AppointLetter may be sent to the Nodal Officer of the Concerned Zone.IB.20. Settlement of Disputes and Arbitration:IB.20.1 In case of any dispute arising out of the contract, the same shall normally be settled throughmeeting between WBSEDCL and the contracting agency at the appropriate level.IB.20.2 Any dispute arising out of or in connection with the contract shall, to the extent possible, besettled amicably between the parties.IB.20.3 All disputes or differences in respect of which the decision if any has not become final shall besettled by arbitration in accordance with the provisions of the Arbitration and Conciliation Act –1996 or any statutory modification thereof. The venue of Arbitration shall be Kolkata only.IB.21. Acceptance of Order: The successful bidder shall submit written unconditional acceptanceof order within 7 (seven) days from the date of issuance of the order.IB.22. Communication mode:IB.22.1 The bidders, for communicating with WBSEDCL, for this job may use the following modes:

CCEE DD/ //ZZCC CCFax- (With STD Code)Telephone – (With STD Code)Notwithstanding anything contained otherwise elsewhere in this document, all related subsequentcorrespondences from WBSEDCL to the bidders will be made through WBSEDCL’s own website(www.wbsedcl.in) only, if not circulated otherwise.IB.23. Representative of Vendors:IB.23.1 The successful bidder is required to nominate one person other than Process Managerexclusively for this project from commencement to completion as a ‘Single ExclusiveContact Person’, with whom WBSEDCL will interact on all matters related to thecontract. His telephone number (with FAX) and Mobile number including contactaddress should be made available within a week from the date of acceptance of theorder to the Concerned Zonal Manager and System Manager. He shall mainlyresponsible for Human Resource related matters.IB.23.2 The successful bidder has to specifically furnish to WBSEDCL, the name, designation, mobileno., residential phone no., e-mail address of their representative.IB.24. Liaison Office: The successful bidder will have to have a site office at the Zone in a strategiclocation headed by a responsible person along with suitable manpower and with facilities of phone,mobile & fax etc. This office need to address any query and correspondence made to the successfulbidder from WBSEDCL regarding execution of the works under the scope of the order. This office needbe made operational immediately after placement of the order and will operate during the entirecontract period.SW.1.SW.1.1.SW.1.2.Section: 2Scope of Work [SW]Task of deployed manpower (category-wise):The successful bidder will have to supply skilled manpower of specified qualification & qualityfor running and supervising the IT enabled Zonal Computer Center & Call Center andoperating IT enabled systems at various field units of WBSEDCL.Category-wise Tasks are specified as under.SW.1.2.1. Call Center and Field Unit Operator (CFO):To run IT enabled system at Zonal Call Center / field units for:-SW.1.2.1.1 Handling telephonic queries of WBSEDCL’s prospective & existingconsumersSW.1.2.1.2 Providing Information service to external & internal users of WBSEDCLSW.1.2.1.3 Managing & monitoring consumer complaintsSW.1.2.1.4 Managing Service Connection of prospective & existing consumersSW.1.2.1.5 Generating & sending SMS to valued consumersSW.1.2.1.6 Entering Load Shedding schedules related information, instantaneous‘System Outage’ information etc.SW.1.2.1.7 Making verbal communication to privileged & internal usersSW.1.2.1.8 Successful & faithful handing over of the system and task to the reliever etc.[along with any other job related to successful Call Center Operation, as may beassigned by the System Administrator of the Zonal Call Center ]SW.1.2.2. Group Leader (GL):To run, monitor & maintain IT enabled system and to supervise Operators at ZonalCall Center for:-SW.1.2.2.1 Efficient call management & handlingSW.1.2.2.2 Preparation of standard & customized reportsSW.1.2.2.3 Liaison with field units regarding generation, entry and trafficking of dataSW.1.2.2.4 Controlling callers’ queueSW.1.2.2.5 Assigning jobs to operatorsSW.1.2.2.6 Monitoring, supervising & reporting on CFO posted at Call Center.

SW.1.2.2.7 Regular monitoring with the CFO attached to Customer Care Centres on dayto basis in respect of Service connection of prospective & existing consumers.SW.1.2.2.8 Tit-bit troubleshooting and operating Automatic Call Distributor (ACD) &Exchange, Operators’ PC & peripherals etc.SW.1.2.2.9 Reporting to Process Manager & System Administrator about system healthetc. [along with any other job related to successful Call Center Operation ]SW.1.2.3. Process Manager (PM):SW.2.SW.2.1.SW.2.2.GTC.1.SW.1.2.3.1 To assist System Administrator in all matters, related to Data Warehouse andCall Center operation and maintenance during normal working hours and to overseeand monitor the jobs of CFOs & Group Leaders etc. along with any other job relatedto successful Call Center Operation.SW.1.2.3.2 To look after the Zonal Data Warehouse & Call Center in absence of SystemAdministrator in case of emergency situation.SW.1.2.3.3 Liasion with GL & CFO attached to Call Centre and Customer Care Centreson day to day basis. In case of any irregularity, he will intimate in writing / verbally tothe System Administrator.Training of manpower:In case of new engagement of CFO / GL / PM, WBSEDCL will arrange suitable training for abatch of convenient size (which will include persons of each category along with mastertrainers of the successful bidder, responsible for subsequent training) during placement in therespective job. No cost, other than the cost of training will be borne by WBSEDCL.Few details of the training to be imparted on behalf of WBSEDCL:Batch Size: 10 headsDuration: 5 daysTargeted Audience: CFO, GL, PM & Master Trainers of the successful bidderSince all the ZCC are operational normally no is normally required for existing manpower, butif training for any newly deployed person in any specified category mentioned in thisdocument is required, shall be imparted by the successful bidder at his own cost & initiative.The person must get hands-on training in similar field unit of WBSEDCL for three days and,will be deployed, if the System Administrator, Zonal Computer Center, certifies his/heraptitude as satisfactory.Section: 3General Information, Terms & ConditionsGeneral Information:GTC.1.1. No Service providers are allowed to engage any sub-vendor for execution of contractagreement. All deposit / contribution related to Provident Fund / ESI / Service Tax /Income Tax etc. should be made in the Code No/ Registration numbers mentioned inthe bid documents at the time of tender process. Any deviation, shall tantamount tocancellation of LOI (s) instantly.GTC.1.2. Vendor shall ensure that all the deployed Operators/Group Leaders/Process Managerpossess good communication skill, voice & mannerism etc. along with requisite educationalqualification. WBSEDCL shall have the right to ask for replacement of any personnel if foundunsuitable at any stage of deployment.GTC.1.3. The Operators would be placed in Call centers & Customer Care Centers of the Zone. TheGroup Leaders & Process Managers would be placed at Call Centers.GTC.1.4. The Operators would be under the supervisory control of the Group Leaders and GroupLeaders of Call Centers will be under the supervisory control of the Process Manager ofrespective Zonal Computer Center (ZCC).CCEE DD/ //ZZCC CC

GTC.1.5. All the Process Managers, Group Leaders & Operators shall be under the administrative &technical control of the System Administrator of respective Zonal Computer Center (ZCC),during their contract with WBSEDCL.GTC.1.6. Notwithstanding anything contained elsewhere, all persons are required to perform any typeof job as required for smooth functioning of Call Center that may be assigned to them byconcerned WBSEDCL personnel.GTC.1.7. In case of absence of reliever in any shift, the CFO and/ or GL on duty has/have to continuethe next shift. However, no CFO/GL can be engaged more than two shifts at a stretch.Necessary additional payment or Compensatory Casual Leave may be allowed.GTC.1.8. Decision of WBSEDCL on all matters shall be final & binding on the service providersGTC.1.9. Any changes in any document, if any, shall be made only through Website. As suchparticipating service providers are requested to go through the WBSEDCL website for allupdates and relevant information.GTC.1.10. The Bid submitted by the Bidder shall become the property of WBSEDCL.GTC.1.11. Personal security, accommodation, transportation etc. for their deployed manpower shall beresponsibility of the successful service provider(s) at their own cost and risk. WBSEDCL shallhave no obligation in this regard in any matter whatsoever.GTC.1.12. The service provider shall have readiness of Human Resource (HR) so that they areavailable within shortest possible notice for either replacement and/or enhancement ofexisting manpower.GTC.1.13. The documents regarding basic educational qualification, computer literacy, medical standardand communication skill of the supplied HR as listed afterwards has to be produced dulyGTC.1.14. WBSEDCL shall have its full right to terminate the order any time due to non-satisfactoryperformance of the vendor. WBSEDCL would review the performance of the vendor onquarterly basis, after due consultation with the implementation vendor.GTC.1.15. Since five Zonal call centers are at present in full operational mode with manpower, serviceproviders have to accept all existing manpower placed at each ZCC.GTC.2.GTC.3.Category of requisite manpower:GTC.2.1. Call Center & Field Unit Operator [CFO]GTC.2.2. Group Leader [GL]GTC.2.3. Process Manager [PM]Duty Hours:The Zonal Call Center will operate in 24x7 modes.Duration of duty: 8 Hours including recess of 30 minutesGTC.4 Category-wise schedule of Working Hour:CCEE DD/ //ZZCC CC

Category Working Unit Duty HoursCall Center & Field UnitOperator [ CFO]Zonal Call CenterCustomer Care Center with nightservice facilityCustomer Care Centernight service facilitywithoutThree ShiftsThree ShiftsTwo ShiftsGroup Leader [GL] Zonal Call Center Three ShiftsProcess Manager[PM]Zonal Data Warehouse & CallCenterTwo ShiftsGTC.5. Tentative requirement of manpower:GTC.5.1 Anticipated Zone-wise requirement of manpower:Zone Probable locationsBerhamporeCall Center at Berhampore Town and all Customer CareCenters under the ZoneBurdwanCall Center at Burdwan Town and all Customer CareCenters under the ZoneKolkataCall Center at Salt Lake City and all Customer CareCenters under the ZoneMidnaporeCall Center at Midnapore Town and all Customer CareCenters under the ZoneSiliguriCall Center at Siliguri Town and all Customer CareCenters under the Zone** Figures are illustrative and not exhaustiveAnticipatedhighestmanpowerrequirement**300300550300250GTC.5.2. The number of Group Leader per shift should be one. However considering theweekly off day, the total number of GL per Zonal Call Centre will be FOUR.GTC.5.3. The requirements are likely to undergo change both in shift timings & no. of deployedpersonnel per shift as per the actual traffic, spread of coverage & business requirements of WBSEDCLat the time of operationsGTC.5.4. Depending upon the traffic and business requirements, if any increase or reduction isnecessitated, the same shall be communicated to the successful bidder which will be implementedwithin stipulated time mentioned elsewhere in this contract.GTC.5.5. The successful bidder shall augment the requirement as per the short term and long termrequirements of WBSEDCL, over and above the requirements mentioned above.GTC.5.6.The short-term requirements shall imply augmentation of personnel for not more than oneweek. The long-term requirements shall imply augmentation of personnel for not less than one month.GTC.6. Price:CCEE DD/ //ZZCC CCGTC.6.1. Price shall be quoted in the format given in ‘Price Bid Sheet’ only, attachedwith this bid document.GTC.6.2. Incomplete or partial quotation will not be accepted.

GTC.6.3. All prices shall be given item wise in Indian Rupee, although evaluation willbe made on total price of all items.GTC.6.4. The constant factors of the Quoted Price should be Wage which should not be lessthan the Minimum Wage (as per notification of the Labour Department, Govt. of West Bengaltime to time), Provident Fund @ 13.61% of M.W., ESI/ Medi Claim @ 4.75% of M.W., andBonus @ 8.33% of M.W., Minimum wage cannot be divided in to any component(s).GTC.6.5 Minimum wage of CFO, GL and PM shall be at per with the minimum wagepublished by the Labour Department, Govt. of West Bengal, as issued time to time andcategorized as follows:1. CFO – Wage of Skilled employee2. GL – Wage of Highly Skilled employee3. PM- Wage of Highly Skilled employee plus 10% of wage as Special Allowance(However for the purpose of calculation/deduction of PF and Bonus this SpecialAllowance shall not be taken into account)GTC.6.6. The Service Tax would be paid on actual. In case any Vendor gets LOA for morethan one Zonal Call Centre, Service Tax should be submitted separately for each ZCC.GTC.6.7. The bidder has to furnish the ‘Analysis’ of their quoted rate which will reflect thecomponents, like, minimum wages, bonus, PF and others(if any).GTC.8. Extension of Scope of WorkIn case WBSEDCL desires to extend the Scope of Work in terms of manpower requirement invarious category of service mentioned in the order to be placed on successful bidder, thecontractor, during the contract period will receive the requisition and will be liable to arrangedeployment of suitable manpower from the starting of the next month. However, the contractorwill be given at least 7 (seven) working days for the new deployment.GTC.8. Replacement of deployed manpower:GTC.8.1. In case, any deployed employee(s) of the contractor engaged in execution of orderremains absent or leaves his/her job or WBSEDCL wants the contractor to replace anyemployee because of non-satisfactory performance, the contractor will have to arrange uninterruptedservice using at least his existing deployed manpower of equivalent credential.GTC.8.2. Any replacement must be made within three (3) days from the date, WBSEDCLformally intimates the contractor to do the same.Failure to comply with this condition will attract Liquidated Damage as per the relevant clauseunder this document.GTC.9. Performance Evaluation:GTC.9.1. The performance of the successful bidder will be measured on quarterly basis interms of his quality of service provided. Effective utilization of man-hour in the quarter, no. ofcomplaints against supplied manpower, no. of calls abandoned, no. of calls blocked,attendance etc. will be the parameters for judging the quality of service.GTC.9.2. The release of Performance Security and renewal of contract will be dependent oncertification of satisfactory performance by concerned supervising officers.GTC.10. Performance Bank Guarantee:GTC.10.1. The successful bidder, as ‘Contract Performance Security’, has to furnish aPerformance Bond in the form of Bank Guarantee on non-judicial stamp paper of Rs 100/- byCCEE DD/ //ZZCC CC

any Schedule Bank in India as per proforma enclosed (Annexure: AN.3), to guarantee faithfulperformance by them in accordance with the terms and conditions that would be stipulated inthe order. Initially the amount of Contract Performance Security shall be as follows:Name of Zonal Call CentreKOLKATABERHAMPURSILIGURIMIDNAPURBURDWANAmount of Contract Performance Security’`16,00,000/-(Rupees sixteen lakhs)`9,00,000/ (Rupees nine lakhs)`6,40,000/ (Rupees six lakhs forty thousand)`8,00,000/ (Rupees eight lakhs)`8,40,000/ (Rupees eight lakhs forty thousand)However, the amount of Contract Performance Security will further be revised after expiry ofone year of satisfactory execution of LOA and the amount shall be twenty percent (20%) ofaverage monthly bill per Zonal Call Centre. Vendor (s) has/have to replenish the additionalamount over and above the initial amount by submitting another Bank Guarantee, as per subclause GTC.10.4 & GTC.10.5 hereunder. The Concerned Sr. Manager (F&A) of the respectiveZone shall issue letter accordingly in due course.GTC.10.2. Contract Performance Security in no other form will be accepted.GTC.10.3. Contract Performance Security will not carry any interest.GTC.10.4. The Performance Bond is to be submitted within fifteen (15) days from the date ofissue of the order and shall remain valid up to ninety (90) days after end of the contract period.GTC.10.5. In case the contract is renewed, the successful bidder has to extend the validity ofthe Performance Bond for a further period of ninety (90) days beyond the renewed contractPeriod.GTC.10.6. The proceeds of the Performance Security shall be payable to WBSEDCL ascompensation for any loss resulting from the failure on the successful bidder’s part to fulfill itsobligations under the order or if ‘Liquidated Damage’ is levied on the successful bidder.GTC.11: Settlement of Dispute & Arbitration:GTC.11.1 Any dispute arising out of or in connection with the contract shall, to the extentpossible, be settled amicably between the parties.CCEE DD/ //ZZCC CCGTC.11.2 All disputes or differences in respect of which the decision, if any, has not becomefinal shall be settled by arbitration in accordance with the provisions of the Arbitration andConciliation Act – 1996 or any statutory modification thereof. The venue of Arbitration shall beKolkata only.GTC.12. Legal Jurisdiction:GTC.12.1. During execution of this job, if any dispute arises thereby, the necessary legal affairsand / or court case shall be exclusively within the jurisdiction of Calcutta High Court only.GTC.13. Force Majeure:GTC.13.1. The successful bidder shall have no liability if prevented from carrying outobligations under this order by reasons of war, invasion, foreign hostilities, war declared, riot,civil commotion, mutiny, fire, Govt. orders and/or restrictions or any other cause beyond thereasonable control of the successful bidder. However, such force-majeure circumstances are tobe intimated immediately and to be established subsequently with appropriatedocuments/proofs to the entire satisfaction of WBSEDCL.

GTC.14. Terms of payment:GTC.14.1. The 100% payments shall be made on a monthly basis, subject to submission of theinvoice in triplicate with break up details of statutory levies, if any, along with the followingdocuments:GTC.14.1.1 The Certificate of Service provided, duly indicating the man-hours serviced(less deduction, if any for deficiency in service) duly signed by supervising officer &counter-signed by the System-In-Charge, Zonal Computer Center.GTC.14.1.2 The Service Tax Registration No. shall be submitted along with the 1 st bill andthe proof of Service Tax, PF & ESI contributed/ paid by the successful bidder shall besubmitted along with the bill from the 2 nd month’s bill onwards.GTC.14.1.3 The attested copy of the consolidated salary statement of CFO, GL, PM issuedby the successful bidder for the previous month.GTC 14.1.4 The Nodal Officer must verify the documents related to wages, PF, Bonus &ESI/Medi Claim including any obligationsGTC.14.2. The Paying Authority, however, reserves the right to call for proof of actual paymentof Service Tax to the concerned authorities. Whenever such information is sought for, thesuccessful bidder shall give a satisfactory reply within one month. Failure to give satisfactoryreply shall result in with holding of future payment of Service Tax to the firm.GTC.14.3. Payment shall be released within 30 days from the date of receipt of bills, completein all respect, along with the requisite document(s).GTC.15. Confidentiality:GTC.15.1. The successful bidder shall maintain full confidentiality of the data which is handledby them. Under no circumstances the successful bidder shall divulge/ reveal/ share/ download/transfer to network such data for the purpose other than the assigned job for WBSEDCL.GTC.15.2. Electronic soft copy of any data or documents etc. shall not be taken outside thepremises of WBSEDCL Call Center in any media, like CD & DVD, Pen drive, DAT, Cartridgetape, floppy disc etc. The successful bidder will not be allowed to make soft copies beyond therequired no.GTC.15.3. Any violation of this confidentiality clause may attract any or all of the penal actionsas detailed bellow: -i. Instant termination of the contractii.Levying financial penalty as deemed fit ( to be realized from any pendingbills or from Performance BG )iii. Blacklisting of the contractor at least for 5 yearsiv. Appropriate legal action as deemed fitv. Debarring from participating in subsequent tenders floated by WBSEDCLfor further period of two years or more.vi. Engaging other agencies to carry out the remaining work with the conditionthat the cost of such work will be borne by the defaulting vendorCCEE DD/ //ZZCC CC

GTC.16. Contract Period:GTC.16.1. The contract will remain valid for a period of two years from the date of acceptanceof the order. WBSEDCL, if desires, can renew the contract for further one year after expiry oftwo years’ contract period after assessing performance of the successful bidder as per rates,terms & conditions of the original LOA.GTC.17. Liquidated Damage (LD):GTC.17.1. Uninterrupted 24 Hrs. faithful discharge of duty, especially during the peak period(17:00 Hrs-22:00 Hrs) shall be treated as the essence of the contract.GTC.17.2. The successful bidder will be levied LD for effective man-hour loss, if the loss is dueto negligence or non-compliance of obligations under the contract. Failure in arranging requisitemanpower for requisite period for requisite service will attract LD, rates of which will varydepending on the working hours.GTC.17.3. Any loss during 17:00 Hrs. to 22:00 Hrs. will attract LD @ 4% of the total monthlyunit-wise contract price per eight(8) man-hour loss or part thereof subject to a maximum of 40%of the total monthly unit-wise contract price.GTC.17.4. For the rest period, LD @1% of the total monthly unit-wise contract price per eight(8) man-hour loss or part thereof shall be levied. Maximum LD shall be limited to 20% (twentypercent) of the monthly unit-wise total contract price.GTC.17.5. Quality of service, utilization of manpower & hour will be assessed by concernedWBSEDCL personnel and Liquidated Damage will be evaluated accordingly.GTC.18 Termination of Contract:GTC.18.1. If the successful bidder fails to execute the contract up to the satisfaction ofWBSEDCL, as laid down in this contract, WBSEDCL shall be entitled to get the job executedengaging any other on the account and at the risk of the successful bidder or to cancel theCCEE DD/ //ZZCC CC

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Technical Specification (TS)TS.1 : Requisite manpower credentials :TS.1.1. Call Center Operators:i. Basic Educational Qualification – At least 12 th standard/ Diploma (3 years’ course)holder in any field.ii. Computer literacy – Enough knowledge in handling Windows OS, Office AutomationApplication Packages & Internet Explorer. Certificate holder from Institution dulyrecognized by AICTE / WBCTE/any other Govt. Institution.iii. Minimum medical standard required for call center operation.iv. Communication Skill –Must have reading & writing skill in Bengali & English andfluency in speaking Bengali, Hindi & English.v. 10% of the operators must be fluent in speaking regional language.TS.1.2.Group Leaders:i. Basic Educational Qualification - Graduate in any stream / Diploma (3 years’ course)holder in any fieldii. Computer literacy – Enough knowledge in handling Windows OS, Office AutomationApplication Package & Internet Explorer and working knowledge in hardware &communication area. Certificate holder from Institution duly recognized by AICTE /WBCTE/ any Govt. Institution.iii. Communication Skill – Must have reading, writing & speaking skill in Bengali & Englishand must have capabilities to communicate with the operators in regional language aswell.iv. At least 1 year’s working experience in IT field, preferably in Call Center Operation alongwith working knowledge of GISTS.1.3.Process Managers:i. Basic Educational Qualification - Graduate in any stream / Diploma (3 years’ course)holder in any fieldii. Computer literacy – At least DCA with enough knowledge in RDBMS, OS (like Linux &Windows) and Networking. Certificate holder from Institution duly recognized by AICTE /WBCTE / any other Govt. Instituteiii. At least 1 year’s experience in IT field, preferably in Call Center or Data Ware houseOperationiv. At least 1 year’s working experience in GIS field, including Google mapping.CCEE DD/ //ZZCC CC

Price Bid SheetPB – I:SlNo.ManpowerCategoryMan-day forEvaluation(8 hours per day)Unit Priceper Man-day(8 hours per day)Service TaxAny otherlevy/ChargesincludingProfit/Overhead/BackofficeMaintenance.LandedUnitPriceper Manday[d+f+h]Total LandedPrice forManpower per day[ i x c ]in No. in Rs. % in Rs. in Rs. in Rs. in Rs.(a) (b) (c ) (d) (e) (f) (g) (h) (i)1 CFO 5502 GL 43 PM 1Grand Total + Service Tax:Note:(i) Partial quotation will not be accepted(ii) The bidder has to declare as follows:"We hereby declare that in quoting the above price, we have taken into account the entiretaxes and levies as applicable till date"statutoryPB – II: Breakup for unit price per Man-Day (For one wage Minimum wage should divided by 26 days andto be rounded off to the nearest rupee)Minimum PFBonus ESI/Mediclaim Special TotalWage Contribution @ 8.33% @ 4.75% of AllowanceSl Manpower(in `) @ 13.61% of of M.W. M.W.@10% forNo. CategoryM.W (in `)PM.(On M.W.(In `)(In `) (In `)only) (In `)(1) (2) (3) (4) (5) (6) =(1)+(2)+3)+(4)+(5)1 CFO NIL2 GL Nil3 PMMinimum Wages of Skilled and Highly Skilled are ` 4413.05 and ` 4631.70 for Zone-A & ` 3979.10 and`4373.60 for Zone-B respectively.CCEE DD/ //ZZCC CC

Annexure [ AN ]WEST BENGAL STATE ELECTRICITY DISTRIBUTION COMPANY LIMITEDDistribution Head Quarter, 1st Floor: D BlockVidyut Bhawan: Kolkata 700091Annexure: AN.1Sl ActionNo1 Last date for submission of complete Bidtogether with bid security in the manner statedin the bid document.2 Opening of 1 st part and 2 nd part of BiddocumentKey DatesDate & timeDate: 18/01/2012Time : 11:00 Hrs. to 14:00 Hrs.Date: 18/01/2012Time : 15.00 Hrs.Annexure: AN.3PROFORMA FOR BANK GUARANTEE FORCONTRACT PERFORMANCE(To be stamped in accordance with Stamp Act)Ref No.______________Bank Guarantee No.__________Date : _____________ToThe West Bengal State Electricity Distribution Company Limited,Vidyut Bhavan, Salt Lake,DJ Block, Sector-II,Kolkata -700 09l (India).Dear Sirs,In consideration of West Bengal State Electricity Distribution Company Limited (hereinafter referredto as WBSEDCL) which expression shall unless repugnant to the context or meaning thereof includeits successors, administrators and assigns having awarded to M/s_________________________________ with its Registered/Head Office at______________________________(hereinafter referred to as the 'Contractor') which expressionshall unless repugnant to the context or meaning thereof, include its successors, administrators,executors and assigns, a Contract by issue of Letter of Award No._____ dated_________valued at_________________________ for_________________ (Scope of Contract) and theContractor having agreed to provide a Contract Performance Guarantee of Rupees ---------------- onlyfor the faithful performance under the entire Contract to WBSEDCL. We____________________________(Name and Address) having its Head Officeat________________________________ hereinafter referred to as the `Bank') which expressionshall, unless repugnant to the context or meaning thereof include its successors, administrators,executors and assigns do hereby guarantee and undertake to pay WBSEDCL, on demand any andall moneys payable by the Contract to the extent of _________________as aforesaid at any timeupto (day/month/year) without any demur, reservation, contest recourse or protest and or without anyCCEE DD/ //ZZCC CC

eference to the Contractor. Any such demand made by WBSEDCL on the Bank shall beconclusive and binding notwithstanding any difference between WBSEDCL and the Contractor or anydispute pending before any before any Court, Tribunal or any other Authority. The Bankundertakes not to revoke this guarantee during its currency without previous consent of WBSEDCLand further agrees that the guarantee herein contained shall continue to be enforceable till theWBSEDCL discharges this guarantee.WBSEDCL shall have the fullest liberty without affecting in any way the liability of the Bank under thisguarantee from time to time extend the time for performance of the Contract by the Contractor.WBSEDCL, shall have the fullest liberty, without affecting this guarantee to postpone from time totime the exercise of any powers vested in them or of any right which they might have against theContractor and to exercise the same at any time and any manner, and either to enforce or toforbear to enforce any covenants, contained or implied in the Contract between WBSEDCL andthe Contractor or any other course of remedy or security available to WBSEDCL. The Bank shall notbe released of its obligations under this presents by any exercise by WBSEDCL of its liberty withreference to the matters aforesaid or any of them or by reason or any other acts of omission orcommission on the part of WBSEDCL or any other indulgence shown by WBSEDCL or by any othermatter or thing whatsoever which under the law would but for this provisions have the effect ofrelieving the Bank.The Bank also agrees that WBSEDCL at its option shall be entitled to enforce this guaranteeagainst the Bank as a Principal debtor, in the first instance without proceeding against the Contractorand notwithstanding any security or other guarantee that WBSEDCL may have in relation tothe contractor's liabilities.Notwithstanding anything contained herein above our liability under this guarantee is restrictedto____________ and shall remain in force upto and including_______________ and shall beextended from time to time for such period, as may be desired byM/s.____________________________________ to whose behalf this guarantee has been given.All rights of WBSEDCL under this guarantee shall be forfeited and the Bank shall be relieved anddischarged from all liabilities there under unless the WBSEDCL enforce a claim under this guaranteeagainst the Bank within six months from the above mentioned date or from the extended date.Dated this ______________day of______________200 ___ at _____________________Witness:________________________(Signature)_______________________(Name)_______________________(Official address)_____________________________(Signature)_____________________________(Name)_____________________________(Designation with Bank Stamp)_____________________________Attorney as per Power ofAttorney No.____________Date____________________CCEE DD/ //ZZCC CC