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					                          ICSIL TENDER DATED 10.11.2010

    TENDER REQUESTING FOR PROPOSALS FOR DESIGN, DEVELOPMENT,
  IMPLEMENTATION AND COMMISSIONING OF WEB BASED APPLICATION FOR
                      MANAGING COMPLAINTS

  Sealed Bids are invited from the eligible Vendors in response to Tender dated
                                    10.11.2010

1. About ICSIL:

Intelligent Communication Systems India Ltd. is a joint venture of
Telecommunication Consultants India Ltd. (TCIL), a govt. of India enterprise, under
ministry of communications & IT and Delhi State Industrial and Infrastructure
Development Corporation (DSIIDC), an undertaking of Delhi government.


2) Eligibility Criteria

    1. Should be a Company Incorporated in India and in Existence for last 5 Years.
       Attach (Certificate of incorporation and MOA of the Company

    2. Should have established office in Delhi or NCR. (Attach Proof).

    3. Should have Valid Service tax registration (Attach Proof)

    4. Should have completed at least 2 software application development projects in
       the Govt Department or Large organization worth 10 Lacs (Attach Proof)

    5. Annual turnover of the company for each of last three financial years should be
       above 4 Crore.


    6. Should have necessary infrastructure to Develop the desired application and
       maintain the same.




ICSIL Tender Doc                                                                    1
3) TECHNICAL DETAILS:

Annexure I - Technical Details.

The format for submission of technical details and compliance certificate is as
given in Annexure-I.
Vendors must submit the technical (non financial) bid in sealed cover strictly as per the
terms specified in Annexure I provided for the purpose. Bids submitted otherwise will
not be accepted.

Authorized signatory of the vendor should duly sign each page of the offer.

4) SUBMISSION OF BIDS/TENDER DOCUMENTS:

 The sealed tenders should be submitted with superscription “ICSIL TENDER DATED
10.11.2010 for DESIGN, DEVELOPMENT, IMPLEMENTATION AND
COMMISSIONING OF WEB BASED APPLICATION FOR MANAGING COMPLAINTS
– TECHNICAL”

The sealed tenders for commercial bid should be submitted in a separate cover with
superscription “ICSIL TENDER DATED 10.11.2010 for DESIGN, DEVELOPMENT,
IMPLEMENTATION AND COMMISSIONING OF WEB BASED APPLICATION FOR
MANAGING COMPLAINTS – COMMERCIAL”
and should be addressed to:-

           INTELLIGENT COMMUNICATION SYSTEMS INDIA LIMITEDICSIL)
                     ADMINISTRATIVE Building, 1ST FLOOR,
                            ABOVE POST OFFICE,
                      OKHLA INDUSTRIAL AREA, PHASE-III,
                             NEW DELHI-110 020.
                       TELEPHONE: 26830338, 26830347.
                                FAX: 26929051.
                             E-MAIL: info@icsil.in



5) LAST DATE FOR SUBMISSION:
The last date and time up to which tenders will be accepted at the above address is as
follows:
       DATE: 17.11.2010
        TIME: 3.00P.M.

The cover may be placed in Tender Box kept in ICSIL Office or can also be sent by
Courier/Post so as to reach the above address on or before the last date and time
specified above. Bids received after the above date will not be considered.

6) OPENING OF BIDS:
The technical bid/tender will be opened on the same day i.e., on 17.11.2010 at 3.30 P.M
at the ICSIL Office, Okhla. Any change in opening date and time will be notified by ICSIL
in advance. After technical evaluation of the bids vendors found to be eligible will be
short listed for opening of commercial bids. Bids will be opened at ICSIL office. Only the

ICSIL Tender Doc                                                                        2
vendors or their duly authorized representative carrying the letter of authorization will be
permitted to attend the opening of bids. Incomplete, unsigned pages, non-submission of
required documents or evidence as specified by ICSIL will be treated as non-compliance
and the vendors’ bid will be liable for rejection.

7) Scope of Work

Development of application software that will handle all Complaints and Grievances of
Departments of the GNCT of Delhi, Delhi Police and Local Bodies, Autonomous
Organizations/Undertakings and other institutions owned or substantially financed by the
Government of Delhi.

Currently there are around 140 departments which come under the jurisdiction of the
client.

The scope of work has identified certain requirements for the software. These
requirements have been categorized into Key Requirements, Technical Requirements,
Maintenance/Warranty Requirements and Training Requirements.

 Key Requirements
  1. Web based interface
  2. Authentication
  3. User Management
  4. Role based access
  5. Recording and Tracking of each and every activity of a court case
  6. Generation of Email /SMS Alerts
  7. Generation of various MIS reports

 Technical Requirements
  1. The software will have web based interface so that the same will be deployed in
     intranet /internet.
  2. The software will have Security Mechanism to safeguards against the possibility
     of inadvertent or deliberate access or Tampering of data.
  3. The software should be integrated with email system of department to send email
     alerts.

 Maintenance/Warranty Requirements
  1. Maintenance and updation of software as per user requirements for a period of 1
      year after implementation.

 Training Requirements
      1. Training the officials of user departments to enable them to use the stem
         effectively.
      2. Preparation of user manuals, training materials, Software documentation.



The Application Software will consist of several functionalities such as Lodge Complaint
via email, via GUI on internet, Fax, Post etc. It will also provide access to information on
the complaints to the clients Departmental Users. Users of the department will be


ICSIL Tender Doc                                                                          3
assigned a Unique ID and Password which can be used to log on into the Application
System and do the assigned task.
The user will be able to see his complaint status. The default status will be pending, but
as and when the complaint is answered or resolved, he will get his status changed and
the same will be reflected on his status page. The complainant will be able to view the
hearing date of his grievance at client . The complaint will be forwarded to the concerned
Department through email on his mail id. The concerned person will answer and change
the status of the complaint which will be reflected on user’s page. A complainant will also
be able to see the order that has been passed after one or several hearings of his
grievance. Notifications on the grievance will also be sent via email and through sms on
his registered mobile number.

After an analysis of the user requirements and other information the following features
and capabilities (briefly stated) should be provided in the developed Application Software
and its structure.
     Develop an application software using state-of-art web technologies to facilitate
        easy user interaction, navigation, smoother interfacing for fruitful user experience

      Provide a gateway for the complainant to log in the complaints easily on a pre-
       specified format

      Provide a channel to view the status of the complaint and view the hearing dates
       for redressal of his complaints

      Update the existing complaints into the software application

      Update the complaints into the application software that come via post, email, fax
       etc.

      Provide email and sms alerts to the complainant

      Maintain Grievances received from DARPG (Dte. Of Administrative Reforms &
       Public Grievances, Govt. of India; Administrative Reform, Govt. of NCT of Delhi;
       CM Office and Direct in OGC.

      Maintain diaries for the complaint/ grievance that is received

      Manage the complaints that are not in jurisdiction of PGC

      Maintain Fast track and routine cases

      Schedule Case dates for the Grievances that are entertained by PGC

      Maintaining ATR (Action Taken Report) against the Grievances by the
       Department concerned.

      Maintaining dispatch number of the complaints that are forwarded to different
       departments

      Decrease duplicity of Complaints/ Grievances by same person on same subject.


ICSIL Tender Doc                                                                          4
      Searching and Sorting on various modules

8) EVALUATION OF L1 RATES:
ICSIL will take the cost of the following items for arriving at L-1 Price:          Total
                                                                             (in Rupees)
       a. Total cost of Project
             i.    One time development of Web based Application for
                   Deptt. Of Govt. of Delhi for Managing the Complaints
                   Including Hardware required for the project
            ii.    Post Implementation Support
                   (Two Persons for One Year on site)
           iii.    Call Center Executive
                   ( 2 Persons for One Year on site)
       b. Total Cost (i+ii+iii).
       c. All the costs, discounts mentioned in the commercial bid will only be
          considered for arriving at L-1. Discounts mentioned elsewhere in the tender
          will not be considered.



9) CANCELLATION OF TENDER:
ICSIL reserves the right to cancel the tender at any time at its sole discretion without
assigning any reason.


10) Processing Fee :

A non refundable draft of Rs. 5000/- favouring Intelligent Communication Systems India
Ltd. towards processing fee must be enclosed along with the offer.

11) EARNEST MONEY DEPOSIT:
A draft favouring Intelligent Communication Systems India Ltd.towards token Earnest
Money Deposit for Rs.10,000 should be enclosed along with the quotation.

Refund of the EMD will be made only on completion of the tender exercise. EMD will be
forfeited in the event of vendor not accepting the purchase order.

The EMD will be forfeited:
   a) If a bidder withdraws his bid after becoming L1 and not accepting the Purchase
      order.

The Bid Security will be forfeited in case successful bidder dishonours his bidding
commitments.

Further, in case of forfeiture of the EMD, if any of these instances arise for any of the
reasons mentioned above, the bidder would be debarred from participating in the next 3
tenders.

12) PERFORMANCE BANK GUARANTEE:
The successful bidder shall submit a Performance Bank Guarantee of the amount
equivalent to 5% of the order value valid for period of existence of the project.

ICSIL Tender Doc                                                                            5
13) VALIDITY OF OFFER:
The bid offer should be valid up to 4 months from the date of finalization of L1 vendor by
the Purchase Committee for issue of work order. The validity time may be extended by
another two months with the approval of the Purchase Committee in case the project
cannot be commenced immediately.

14) COMPLIANCE WITH ICSIL’S REQUIREMENTS:
The indicated work specifications given in the tender document should be strictly
complied with without any qualification. The vendor is required to submit the Compliance
Certificate as per Annexure I. Non-furnishing of any responses in the ‘response sheet’ of
the Compliance Certificate (annexure I) may result in disqualification of the tender.

Insufficient, incorrect or invalid information provided by the vendor or his representative,
if any will disqualify the vendor and vendor’s quotation will not be considered valid. ICSIL
reserves the right to disqualify the vendor without any notice in all such events.

15) TAXES / LEVIES / DUTIES:
The quoted prices should be inclusive of all taxes, duties and other charges for the
DESIGN, DEVELOPMENT, IMPLEMENTATION AND COMMISSIONING OF WEB
BASED APPLICATION FOR MANAGING COMPLAINTS. In the event of any downward
revision of levies/duties etc., the same should be passed on to ICSIL.

16) SCOPE OF THE PROJECT
The scope of work will include submission of a work plan in line with ICSIL’s goals for
this project and expectations from the Vendors.

17) DELIVERY TERMS & PERIOD
The entire project should be completed within 15 – 18 weeks of award of the contract.
Project will be executed in phases. The vendor will undertake a study to finalize the
requirements in consultation ICSIL.      Work plan outlining the different phases and
delivery schedule will be submitted to ICSIL for approval. Vendor should ensure timely
completion of the work as per schedule.

18) PERIOD OF CONTRACT
The Contract would till the completion of the project as per terms and conditions
mutually decided

19 EXECUTION OF CONTRACT AGREEMENT:
The vendor will execute an agreement on acceptance of the contract, incorporating the
terms of engagement based upon the terms specified in the tender document as per
format approved by the ICSIL.

20) COMPLETION OF THE CONTRACT:
The Contract will be deemed to be completed on successful installation, completion of
training of the clients / ICSIL’s Technical Team and handing over of the source code
along with design and technical details including documentation which should be
provided to the ICSIL after Training. The completion certificate to be obtained from the
client i.e. the Deptt. Of Delhi Govt . for which the project is being executed.



ICSIL Tender Doc                                                                          6
21) PAYMENT TERMS

The payment shall be released on back to back basis received from the client i.e Deptt.
Of Delhi Govt. except advance.


No advances will normally be paid by ICSIL. If any advance is to be paid at the specific
request of vendor, this will be released only against bank guarantee in acceptable form.

22) CANCELLATION/TERMINATION OF AGREEMENT:
ICSIL at its sole discretion with 30 days prior notice can cancel/terminate the agreement
without assigning any reasons there for. Vendor will deliver to ICSIL all the work product
deliverable completed and confirm in writing that all rights and permissions and licenses
are also vested now with ICSIL and that it is free of royalty and is fully paid up. All
payments due to vendor and payable till that time will only be paid by ICSIL

23) WARRANTIES & LIABILITY:
The vendor will warrant that the software will be in full conformity with the specifications
in the work plan. Any shortcomings noticed or identified by client / ICSIL in this regard
will make the vendor liable to rectify the defects promptly at own expense. All the
penalties / liquidated damages imposed by the client shall be transferred to the vendor
on back to back basis.

24) CHANGES IN PROJECT SCOPE:
All changes required will be advised by way of a written proposal from ICSIL specifying
such changes. Only major changes requiring substantial development effort and
allocation of resources will constitute change in scope of work. All work accepted as
amendment to the work plan originally agreed upon will be deemed to be covered under
the contractual agreement already entered into.


25) INVITATION TO BID:
We     accordingly    invite   Vendors     to   submit   proposal    for   Total
work as specified, which meet the ICSIL’s requirements as detailed above and in
accordance with the terms of tender given.


Bids should be submitted strictly as per the terms of the tender.


26) CONFIDENTIALITY & NON-DISCLOSURE AGREEMENT:
The vendor undertakes to comply with all the confidentiality and non disclosure
conditions spelt out in the contract agreement, and confirms that this will be binding
upon the company and all its employees, and associate partners if any who are or may
be involved in the project at any stage.

27) ASSIGNMENT:
The Vendor shall not assign any rights or obligations to a third party without the prior
written consent of ICSIL.

28) ADJUDICATION:

ICSIL Tender Doc                                                                          7
In the event of any dispute or difference arising between parties, the matter shall be
referred to the Managing Director of ICSIL who may himself act as sole Arbitrator or may
appoint any other person as Sole Arbitrator and the Arbitrator proceedings shall be held
at New Delhi. For legal Jurisdiction only be the courts in New Delhi shall have the
Jurisdiction.




ICSIL Tender Doc                                                                      8
                        Technical Bid and Compliance Certificate
                                       Annexure I


Conditions to be satisfied
1         Has the company been blacklisted by any            Yes    No 
          State/Central    government,   or   any
          Organizations?

1. GENERAL INFORMATION
Name     of    the   Company       (as
registered, Include Reg. Certificate)
Registered Address




City
Pin Code
Year of Establishment
Registration No

Address of office in Delhi/NCR



City
Pin Code

3. CONTACT PERSON
The company should appoint a single nodal person to be the contact person for all projects.
Companies are free to nominate project coordinators for specific projects but the nodal
person shall remain answerable for any query desired at higher level.
Name
Designation
Phone No - 1
Phone No – 2
Cell No
Fax No
E-mail ID




ICSIL Tender Doc                                                                         9
                               Conditions to be satisfied
1   A draft favoring Intelligent Communication Systems India Ltd.      Yes    No 
    towards token Earnest Money Deposit for Rs.10,000.00 should be
    enclosed along with the offer.

    A draft favoring Intelligent Communication Systems India Ltd.      Yes    No 
    towards processing fee for Rs.5,000.00 should be enclosed along
    with the offer.



2       1. Should be a Company Incorporated in India and in            Yes    No 
           Existence for last 5 Years. Attach (Certificate of
           incorporation and MOA of the Company

        2. Should have established office in Delhi or NCR. (Attach     Yes    No 
           Proof).

        3. Should have Valid Service tax registration (Attach Proof)   Yes    No 

        4. Should have completed at least 2 software application
           development projects in the Govt Department or Large        Yes    No 
           organization worth 10 Lacs (Attach Proof)

        5. Annual turnover of the company for each of last three       Yes    No 
           financial years should be above 4 Crore.


        6. Should have necessary infrastructure to Develop the Yes            No 
           desired application and maintain the same.




                                   Application Form
1. Name:
2. Demand Draft Details       Earnest Money Deposit / Processing Fee
Amount of Draft:              Rs. 10000/-          / Rs. 5000/-
DD No:
Issue date:
Banks’ name:
Branch:




3. Details of at least 2 successfully completed projects for the Government
Departments/Large Organization.
Sl. No.    Name of Project                    Department or         Name, Designation &


ICSIL Tender Doc                                                                      10
                                               Organization for         Contact details of the
                                               which the project        person of the Deptt. /
                                               done                     Org who can verify
                                                                        the project execution




4. Annual Turnover (in Lakhs)

Year                  Turnover               Profit after Tax          Audited         A/c
                                                                       enclosed
2007-2008                                                              Yes    No 
2008-2009                                                              Yes    No 
2009-2010                                                              Yes    No 


    Note:
1. All the claims should be substantiated by documents/project
report.
2. All the fields must be filled and with correct information,     Date, Signature & Seal
instead of writing same as above, noted etc.


Check List

S.No    Particulars                                                                   Yes/No




ICSIL Tender Doc                                                                             11
                              ANNEXURE – II (Commercial)
S.No.   Description                                             Cost in Rupees
1.      One time development of Web based Application for
         Deptt. Of Govt. of Delhi for Managing the Complaints
        Including Hardware required for the project

2.      Post Implementation Support
        (Two Persons for One Year on site)

3.      Call Center Executive
        ( 2 Persons for One Year on site)

4.      Discounts, if any
        TOTAL FOR ARRIVING AT L-1 (1+2+3) – (4)




ICSIL Tender Doc                                                                 12

				
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