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                                        BID DOCUMENT


                                 TENDER FOR
Managing/Running and Outsourcing/Providing Customer Relation Agent‟s(CRA‟s)
             for the Centralized PUNJAB CIRCLE CALL CENTER
        of 100 Seats (expandable to 150 Seats) in Chandigarh SSA
                              (Sector-65 , Mohali)

     Tender No. ________________

     Signature of Bidder                              ………………….

     Name of Bidder                                   ………………….

     Date of Issue of Tender form                     ………………….

     Date of opening of Tender                        ………………….

     Signature & Seal of issuing authority…………………




                                    PLANNING CELL
                  O/o GENERAL MANAGER TELECOM
                  SECTOR 34, CHANDIGARH 160022
                    TELEPHONE NO. 0172-2665688
                           FAX NO. 0172-2665560




                Signature of the Tenderer with Seal                  Page No. 1 of 48
                                    TABLE OF CONTENTS


SECTION             TITLE                                                        PAGE No.

I                 Notice inviting tender                                         3

II                Tenderer‟s profile & other details                             4

III               Instructions to bidders                                        6

IV                General (Commercial) Conditions of the Contract                18

V                 Special Conditions of Contract                                 27

VI                Scope of Work                                                  29

VI, Annexure-I    Qualification requirements                                     35

VI, Annexure-II   Tentative Plan for Manning Call Center                         36

VI, Annexure-III Quality Requirements of the CCF/ CRA‟s /Leader/                 37
                  Supervisor /Manager

VII               Bid form                                                       39

VIII              Schedule for quoting rates                                     40

IX                Performance security bond form                                 41

X                 Letter of Authorisation for Attending Bid Opening              43

XI                Format for Advance Purchase Order                              44

XII               Format for Acceptance of Advance Purchase Order                46

XIII              Declaration that no near relative is working in bsnl           47

XIV               Format for BID SECURITY (BOND) FORM                            48




                                                            (This document consists of 48 pages )



                      Signature of the Tenderer with Seal                         Page No. 2 of 48
                                                                                                    Section-I
                             BHARAT SANCHAR NIGAM LIMITED
                              (A Government of India Enterprise)
                      O/o General Manager Telecom District, Chandigarh.
                                        NOTICE INVITING TENDER

No. Engg./GT-243/CallCenter/Agent/Tender/23                                         Dated:15-09-2007
Sealed Tenders are invited on the behalf of the BSNL by the General Manager Telecom District,
Chandigarh in two bid system (technical & financial) from the reputed companies or their
authorized   agencies     and    experienced     contractors  for   Managing/Running    and
Outsourcing/Providing Customer Relation Agent's(CRA's) for the Centralized PUNJAB CIRCLE
CALL CENTER of 100 Seats (expandable to 150 Seats) in Chandigarh SSA (Sector-65,
Mohali).

Name of Work             Estimated           EMD          Cost of   Issue of   Acceptanc Opening of
                          Cost of                         Tender    Tender     e of      Tenders
                           Work                           Form      forms      Tenders
Outsourcing of          Rs.           Rs.        Rs. 2000/- Upto 17:00 Till 14:30    From 15:00 Hrs
Centralized Call Center 1,35,00,000/- 2,70,000/- + Sale Tax Hrs of 26th Hrs. of 27th of 27th Oct, 2007.
at Chandigarh                                               Oct,2007. Oct, 2007.
(Providing Customer
Relation Agents) with
pick-up & drop van
facility


The Tender form can be purchased from SDE (Plg) O/o GMT Chandigarh on written request on
company's letter pad on any working day between 1030-1600 hours on payment of the tender
form Cost Rs.2000/- + Sale Tax (Non-refundable) by way of cash or by demand draft, drawn in
favor of A.O. (Cash) O/o GMT, BSNL, Chandigarh from any nationalized/schedule bank payable
at Chandigarh. For getting the Tender forms by registered post, the application should reach this
office at least 7 days prior to the last date fixed for sale of bid documents. The tender document
is downloadable from our website www.punjab.bsnl.co.in.
The tender document downloaded from web site can be submitted along with cost of tender
document in the form of Demand Draft/ Pay Order drawn in favor of A.O (Cash) O/o GMT,
Chandigarh, in a separate envelope marked as "Price of Bid Document" to be enclosed in the
outer envelope along with the other three envelopes. The bid submitted without the price of
bid document as mentioned in NIT shall be rejected. All pages of such tender document must
be signed with stamp by the bidder or authorized signatory before submitting the bid
document downloaded from the site. It will be the responsibility of the bidder & bid is likely to
be rejected in case of any such discrepancy is found at any stage. OR can be deposited in our
office in cash and the receipt of the same shall be shown at the time of submission of tender
document.
The bid will be rejected if the tampering is detected in the down-loaded document any time
during the entire process of evaluation and even during the currency of the consequent
contract..
                                                                      Dy General Manager (Planning)
                                                                         O/o GMT, Chandigarh
                          Signature of the Tenderer with Seal                            Page No. 3 of 48
                                       SECTION - II
                           TENDERER‟S PROFILE & OTHER DETAILS.
      GENERAL :
 a.   Name of the
      tenderer (in block
      letters)
 b.   Address
 c.   Contact Numbers         Office                          Service Center   Residence
      Contact person
      STD Code
      Telephone No.
      FAX No
 d.   Composition of tenderer: (Indicate
      whether HUF/ Proprietary / Firm /
      Registered partnership firm / Public
      Ltd/ Private Co.)
 e.   Name of Partners / Directors /
      Proprietor
 f.   Name, Designation, & Address of the
      Authorised signatory holding power
      of attorney (if any)
 g.   Business in which the tenderer is
      engaged
 h.   Is the firm registered? (Enclose
      attested photocopy of registration
      certificate.)
 i.   Are you an authorised business
      partner (Attach certificate)?
 j.   Permanent Account Number
 k.   Name under which assessed.
 l.   EPF Registration No.
m.    ESI No.
n.    Service Tax No.


      TECHNICAL
      Staff Strength (as on date)
      Category wise:

                        Signature of the Tenderer with Seal                         Page No. 4 of 48
       Total staff employed.

        Certified that the information given above is true and if any information is found to
            be false or misleading, the tender / contract will be liable to be cancelled.

       Name in block letters.                                                            Signature:

       Capacity in which signed




                      (Please indicate Yes / No )
Enclosures:
a.   BG against payment of EMD
b.   Attested copy of Certificate of incorporation.
c.   Power of attorney, if any duly attested.
d.   Attested copy of the Experience certificates.
e.   Attested copy of Registration of the firm.
f.   Attested photocopy of Turnover certificate.                               Seal of
g.   Attested copy of Articles of Association.                                the firm
h.   Attested copy of Partnership deed.
i.   Attested copy of labour licence.
j.   Attested copy of EPF Registration No.
M    List of document indicating sheet serial Nos.
N    Attested copy of Permanent Income tax
     number
O    Solvency Certificate from a Nationalised/
     Schedule Bank in Original of Rs. 50 lakhs
P    DD for cost of tender form when
     downloaded tender form is used.




                 ******************************************************************




                        Signature of the Tenderer with Seal                               Page No. 5 of 48
                                                  SECTION – III

                                   INSTRUCTIONS TO BIDDERS

INTRODUCTION

1. DEFINITIONS:
    (a) "The BSNL" means the BHARAT SANCHAR NIGAM LIMITED.
    (b) "The Bidder" means the individual or firm who participates in this tender and submits bid.
    (c) "The Letter of intent" means the intention of BSNL to place the Purchase/ work Order on
    the successful bidder.
    (d) "The Purchase/work Order" means the order being placed by the BSNL on the
    successful contractor signed by the BSNL including all attachments and appendices thereto
    and all documents incorporated by reference therein. The purchase order shall be deemed
    as "Contract" appearing in the document.
    (e) "The Contract Price" means the price payable to the contractor under the purchase/work
    order for the full and proper performance of its contractual obligations.
    (f) "Validation" is a process through which the call Center system is tested to ascertain its
    performance against set technical standards as per Tender Specification. Validation is
    carried out in simulated field environment and includes stability, reliability and environment
    tests.
    (g) “CRA” (Customer Relation Agent) for Call Center.
    (h) “CCF” (Call Center Firm) the successful bidder for providing CRAs.

2. ELIGIBLE BIDDERS:
An eligible bidder should produce an :
2.1 Experience certificate of managing/running of a Centralized Call Center of 50 seats and
    providing CUSTOMER RELATION AGENTS for the same for minimum one year
    continuously having executed similar work should not be older than last 3 years as on date
    of putting in the bid. Experience in Centralized Call Center should be of Govt. Department,
    public/private registered Indian company. Attested copy of certificate signed not below the
    rank of JAG/DGM/Head of IT should be produced.
2.2 Annual Turn-over of the bidder should not be less than Rs.68 lakhs (Sixty eight Lakhs only)
     for each of the last two years.
2.3 The certificate for eligibility regarding experience should be as per clause 2.1 above from
     any Govt. department, the public/private registered Indian companies with a minimum turn
     over of Rs.100 Crores or more.


                         Signature of the Tenderer with Seal                     Page No. 6 of 48
3. COST OF BIDDING:

    The bidder shall bear all costs associated with the preparation and submission of the bid.
    The BSNL, will in no case, be responsible or liable for these costs, regardless of the conduct
    or outcome of the bidding process.

4. BID DOCUMENTS:

4.1 The services required, bidding procedures and contract terms are prescribed in the Bid
    Documents. The Bid Documents include:

    (a) Notice Inviting Tender(Section-I).
    (b) Tenderer ‟s Profile & other Details(Section II).
    (b) Instruction to Bidders(Section III)
    (c) General Conditions of the Contract (Section IV)
    (d) Special Conditions of the Contract(Section V).
    (e) Scope of Work(Section VI).
    (f) Qualification Requirements(Section VI, Annexure-I).
    (g) Tentative Plan for Manning Call Center(Section VI, Annexure-II).
    (h) Quality Requirements of the CCF/ CRA‟s /Leader/ Supervisor /Manager (Section VI,
    Annexure-III).
    (i) Bid Form (Section VII).
    (j) Schedule for Quoting Rates (Section VIII).
    (k) Performance Security Bond Form(Section IX).
    (l) Letter Of Authorisation for Attending the Bid Opening (Section X).
    (m) Format for Advance Purchase Order (Section XI).
    (n) Format for Acceptance of Advance Purchase Order (Section XII).
    (o) Declaration that No Near Relative is working in BSNL (Section XIII).
    (p) Format for BID SECURITY (BOND) FORM (Section XIV)


4.2 The Bidder is expected to examine all instructions, forms, terms and specifications in the Bid
    documents. Failure to furnish all information required as per the Bid Documents or
    submission of bids not substantially responsive to the Bid Documents in every respect will
    be at the bidder's risk and shall result in rejection of the bid, at the discretion of the Pr GMT
    BSNL , Chandigarh.



                          Signature of the Tenderer with Seal                      Page No. 7 of 48
5. CLARIFICATION OF BID DOCUMENTS:

    A prospective bidder, requiring any clarification of the Bid Documents shall notify the BSNL
    in writing at the BSNL's mailing address indicated in the Invitation for Bids. The BSNL shall
    respond in writing to any request for clarification of the Bid Documents, which it receives not
    later than 21 days prior to the date for the submission of bids. Copies of the query (without
    identifying the source) and clarifications by the BSNL shall be sent to all the prospective
    bidders who have received the bid documents.

6. AMENDMENT OF BID DOCUMENTS:

6.1 At any time, prior to the date of submission of bids, the BSNL may, for any reason, whether
    at its own initiative or in response to a clarification requested by a prospective Bidder,
    modify the bid documents by amendments.

6.2 The amendments shall be notified in writing or by Fax to all prospective bidders on the
    address intimated at the time of purchase of bid document from the BSNL and these
    amendments will be binding on them.

6.3 In order to afford prospective bidders reasonable time to take the amendments into account
   in preparing their bids, the BSNL may, at its discretion, extend the deadline for the
   submission of bids suitably.

   PREPARATION OF BIDS

7. DOCUMENTS COMPRISING THE BID:

    The bid prepared by the bidder shall comprise of the following components:

    (a) Documentary evidence established in accordance with Clause 2 and 10 of Section III
    that the bidder is eligible to bid and is qualified to perform the contract if his bid is accepted.

    (b) Bid Security furnished in accordance with Clause 11 of Section III .

    (c) A clause by Clause compliance as per clause 13 of Section III.

    (d) A Bid form and price schedule completed in accordance With clause 8, 9 & 10 of Section
    III.




                          Signature of the Tenderer with Seal                         Page No. 8 of 48
8. BID FORM:

    The bidder shall complete the Bid Form and the appropriate Price Schedule furnished in the
    Bid Documents, indicating the details to be supplied, a brief description of the Manning,
    quantity and price as per the Scope of the Work given in Section VI.

9. BID PRICES:

9.1 The bidder shall give the total composite price inclusive of all levies and taxes, insurance
   charges. The unit price and other component price need to be indicated against the items
   proposed to operate under the contract as per price schedule given in Section-VIII in Indian
   Rupees.

9.2 Prices indicated on the Price Schedule shall be entered in the following manner:

    (I) The price of the Manning of Call Center shall be quoted for total price inclusive of suitable
    insurance. Other statutory taxes payable by the bidder shall also be quoted separately item
    wise.

    (ii) The bidder shall quote only one price for each item

9.3 The prices quoted by the bidder shall remain fixed during the entire period of contract and
    shall not be subject to variation on any account. A bid submitted with an adjustable price
    quotation like discount, free supply etc. into account shall be liable for rejection.

9.4 The price approved by the BSNL for Manning of Call Center will be inclusive of levies, taxes
    and insurance as mentioned in Para 9.1 above, and any changes in the above mentioned
    taxes have no effect on the price during the tender validity period. However, any upward
    revision of levies and taxes during the currency of the contract shall be borne                 by the
    vendor/bidder and that any downward revision in the same shall be passed onto BSNL
    during the currency of the contract.

10. DOCUMENTS ESTABLISHING BIDDER'S ELIGIBILITY AND QUALIFICATIONS:

10.1 The bidder shall furnish, as part of his bid documents establishing the bidder's eligibility, the
    following documents:

    (i)     Certificate of incorporation, of the firms/Company.
    (ii)    Approval from Reserve Bank of India/SIA in case of foreign collaboration.

    (iii)   Power of attorney in original or attested copy, if any

                          Signature of the Tenderer with Seal                        Page No. 9 of 48
    (iv)     Attested copy of the experience certificate.

    (v)      Attested copy of partnership deed.
    (vi)     Attested copy of labour license.
    (vii)    Attested copy of power of attorney given by partners to any one partner to sign the
             bid.
    (viii)   Attested copy of EPF registration Number.
    (ix)     Attested copy of ESI Number.
    (x)      Attested copy of Service Tax Number.
    (xi)     Certificate of Declaration that No Near Relative is working in BSNL .
10.3 Experience certificate of managing/running of a Centralized Call Center of 50 seats and
    providing CUSTOMER RELATION AGENTS for the same for minimum one year
    continuously having executed similar work should not be older than last 3 years as on date
    of putting in the bid. Experience in Centralized Call Center should be of Govt. Department,
    public/private registered Indian company. Attested copy of certificate signed not below the
    rank of JAG/DGM/Head of IT should be produced as per Clause 2 of Section III..

11. BID SECURITY: (EMD)
11.1 Pursuant to Clause 7, the bidders shall furnish, along with bid, a bid security for an amount
of Rs. 2,70,000 /- (Rs Two lakhs seventy thousand only) by the Bank Guarantee(Valid for
210 days from date of opening of tender) of a scheduled/ Nationalised Bank as per
Section XIV . Small Scale Industries who are registered with National Small Scale Industries
Corporation under single point Registration Scheme are exempted from bid security upto the
amount equal to their monetary limit. In case of bidder, having monetary limit as „no limit', the
exemption will be limited to Rs 50,00,000/- (Rupees Fifty Lakhs) only as per the existing policy of
BSNL. A proof regarding current registration with NSIC for the tendered item shall have to be
attached.

The bid security shall be in the form of a Bank Guarantee, as per Section XIV, on non-judicial
stamp paper of Rs. 50/-(Rs. Fifty only) issued by a Nationalised/Scheduled bank in favour of the
Purchaser, valid for a period of 210 days from date of opening of tender. Use of Stamps /any
other means in lieu of Non-Judicial Stamp paper shall lead to outright rejection of the Bid.


11.2 The bid security is required to protect the purchaser against the risk of bidder's conduct,
which would warrant the bid security's forfeiture, pursuant to Para 11.6 of Section-III.

11.3 The bid security shall be in the form of Bank Guarantee issued from any Scheduled /
  Nationalised Bank in favour of “A.O (Cash), O/o Pr GMT, BSNL, Chandigarh.”

11.4 A BID NOT SECURED IN ACCORDANCE WITH CLAUSE 11.1 & 11.3 SHALL BE
    REJECTED BY THE BSNL AS NON-RESPONSIVE.
                           Signature of the Tenderer with Seal                       Page No. 10 of 48
11.5 The bid security of the unsuccessful bidder will be discharged/returned as early as possible
    as but not later than 30 days after the expiry of the period of bid validity prescribed by the
    BSNL, pursuant to clause 12

11.6 The bid security may be forfeited:

    (a) If a bidder withdraws his bid during the period of bid validity specified by the bidder on
    the Bid form or

    (b) In the case of a successful bidder if he fails to sign the contract in accordance with
    clause 27 or to furnish performance security in accordance with Clause 4 of Section-IV.

12. PERIOD OF VALIDITY OF BIDS:

12.1 Bid shall remain valid for 180 days after the date of bid opening prescribed by the BSNL,
    pursuant to       Clause 19. A bid valid for a shorter period shall be rejected by the BSNL as
    non-responsive.

12.2 In exceptional circumstances, the BSNL may request the bidder's consent for an extension
    to the period of bid validity. The request and the responses thereto shall be made in writing.
    The time for refund of bid security provided under Clause 11 shall also be suitably extended.
    Any bidder may refuse the request without forfeiting his bid security. Any bidder granting the
    request will not be permitted to modify his bid.



13. FORMAT AND SIGNING OF BID:

13.1 In case of partnership firm, all the partners have to sign the bid. Incase, all the partners
    have permitted a single partner to sign, the attested copy of the power of attorney shall have
    to be attached.

13.2 The original and all copies of the Bid shall be typed or printed and shall be numbered
    consecutively and signed by the bidder or a person or persons duly authorised to bind the
    bidder to the contract. The letter of authorization shall be indicated by written power-of-
    attorney accompanying the bid. All pages of the original bid, except for un-amended printed
    literature shall be signed by the person or persons signing the bid. The bids submitted shall
    be sealed properly.




                          Signature of the Tenderer with Seal                    Page No. 11 of 48
13.3 The bid shall contain no interlineations, erasures or overwriting except as necessary to
    correct errors made by the bidder in which case such corrections shall be signed by the
    person or persons signing the bid.

14. SEALING AND MARKING OF BIDS:
a. Technical bid should be enclosed in a cover duly sealed by personal seal and super scribed
    as “PART-A: Tender for Managing/Running and Outsourcing/Providing of CRA‟s for Call
    Center -Technical Bid”. This envelope shall contain the following documents.
       1.     Documents establishing the bidders‟ eligibility as per clause 2 and 10 of
    Section–III.
       2.      Duly signed original & duplicate copy of the bid document.
b. Bid Security (EMD) shall be kept in another cover duly sealed by and super scribed as:
    “PART-C: Tender for Managing/Running and Outsourcing/Providing of CRA‟s for Call
    Center – Bid Security”.
c. Financial Bid should be enclosed separately in third cover duly sealed by personal seal and
    super scribed as “Part-B: Tender for Managing/Running and Outsourcing/Providing of
    CRA‟s for Call Center – Financial Bid”.
d. Part D- In case the bid document is downloaded from the BSNL Punjab Telecom Circle
    website, then the intending bidder will have to submit price of bid document through Demand
    Draft/Pay Order at the time of submission of Bid marked as “Price of Bid document”. to be
    enclosed in the outer envelope along with the other three envelops as above. The bid
    submitted without the price of bid document as mentioned in NIT shall be rejected.
e. All the three envelopes containing Part-A, B , C & fourth envelope containing Part- D(“Price
    of Bid document”, in case bid document is downloaded from www.punjab.bsnl.co.in )
    should be kept in a main cover duly sealed by office seal and super scribed as “Tender for
    Managing/Running and Outsourcing/Providing of CRA‟s for Call Center” NIT No
    _____________________________
14.1 The inner and outer envelope shall be:

    (a) Addressed to BSNL at the following address:

              DE (Plg)
              O/o GMT,
              Telephone Exchange, Sector 34, Chandigarh.
    (b) Bear the Tender Name, the Tender number and the words „DO NOT OPEN BEFORE
        12:00 hrs on Due Date :
    (c) The inner and outer envelopes shall indicate the name and address of the bidder to
    enable the bid to be returned unopened in case it is received late.

    (d) Tenders may be dropped in the tender box at the above-mentioned address during office
    hours. The responsibility for ensuring that tenders are delivered in time would rest with the
    bidder. Tenders may also be sent by registered Post to the above address so as to reach
    this office at the latest by the 14.30 hrs. of the tender closing date.

                          Signature of the Tenderer with Seal                   Page No. 12 of 48
14.2 If the outer envelope is not properly sealed it will be rejected forthwith and returned to the
    sender unopened.



15. Validity period and extension period of the contract:

       i. Validity of the Contract: Two Year from the date of acceptance of the tender.

    ii. Extension of Contract: The contract may be extended at the discretion of the Pr
   GMT/District, Chandigarh, for a further period upto one year or upto date of finalization of
   fresh tender whichever is earlier at the same terms, conditions and same %age
   increase/decrease as specified in Schedule i.e. SECTION – VIII, SCHEDULE FOR
   QUOTING RATES for 1st to 2nd year shall be granted only after the performance by the
   contractor during the period has been found to be “Very Good”(and not only
   satisfactory).


16. SUBMISSION OF BIDS:

16.1. Bids must be received by the BSNL at the address specified under Para 14.1 not later than
    the prescribed time on due date.

16.2 The BSNL may, at its discretion extend this deadline for the submission of the bids by
    amending the bid documents in accordance with Clause 6 in which case all rights and
    obligations of the BSNL and bidders previously subject to the deadline will thereafter be
    subject to the deadline as extended.

17. LATE BIDS:

17.1     Any bid received by the BSNL after the deadline for submission of bids prescribed by the
    BSNL pursuant to Clause 14, shall be rejected and returned unopened to the bidder.

18. MODIFICATION AND WITHDRAWAL OF BIDS:

18.1 The bidder can withdraw his bid after submission provided that the written notice of the
    withdrawal is received by the BSNL prior to the deadline prescribed for submission of bids.

18.2 The bidder's withdrawal notice shall be prepared, sealed, marked and dispatched as
    required in the case of bid submission in accordance with the provision of clause 14. A
    withdrawal notice may also be sent by telex/Fax but followed by a signed confirmation copy,
    for being received not later than the deadline for submission of bids.



                           Signature of the Tenderer with Seal                    Page No. 13 of 48
19. OPENING OF BIDS BY BSNL:

19.1 The BSNL shall open the bids in the presence of bidders or his authorized representatives
    who choose to attend on opening date. The Bidder's representatives, who are present, shall
    sign an attendance register. Authority letter to this effect shall be submitted by the bidder
    before they are allowed to participate in bid opening.

19.2 A maximum of one representative for any bidder shall be authorized and permitted to
    attend the bid opening.

19.3 The Bidder's names, Bid prices, bid withdrawals and such other details as the BSNL, at its
    discretion, may consider appropriate; will be announced at the opening.

20. CLARIFICATION OF BIDS:

20.1   To assist in the examination, evaluation and comparison of bids, the BSNL may, at its
    discretion ask the bidder for the clarification of its bid. The request for clarification and the
    response shall be in writing. However, no post bid clarification at the initiative of the bidder
    shall be entertained.



21. PRELIMINARY EVALUATION:

21.1 BSNL shall evaluate the bids to determine whether they are complete, whether any
    computational errors have been made, whether the documents have been properly signed
    and whether the bids are generally in order.

21.2 Arithmetical errors shall be rectified on the following basis. If there is a discrepancy
    between the unit price and total price that is obtained by multiplying the unit price and
    quantity, the unit price shall prevail and the total price shall be corrected by the BSNL. If
    there is a discrepancy between words and figures, the amount in words shall prevail. If the
    Supplier does not accept the correction of the errors, his bid shall be rejected.

21.3 Prior to the detailed evaluation, pursuant to clause 22, the BSNL will determine the
    substantial responsiveness of each bid to the Bid documents. For purposes of these
    clauses, a substantially responsive bid is one which conforms, to all the terms and
    conditions of the Bid Documents without material deviations. The BSNL's determination of
    bid's responsiveness is to be based on the contents of the bid itself without recourse to
    extrinsic evidence.
                            Signature of the Tenderer with Seal                    Page No. 14 of 48
21.4 A bid determined as substantially non-responsive will be rejected by the BSNL and shall not
    subsequent to the bid opening be made responsive by the bidder by correction of the non-
    conformity.

21.5 The BSNL may waive any minor infirmity or non-conformity or irregularity in a bid which
    does not constitute a material deviation, provided such waiver does not prejudice or affect
    the relative ranking of any bidder.

22. EVALUATION AND COMPARISON OF SUBSTANTIALLY RESPONSIVE BIDS:

22.1 The BSNL shall evaluate in detail and compare the bids previously determined to be
    substantially responsive pursuant to clause 21.

22.2 The comparison for evaluation shall be of the total prices offered (inclusive of all taxes &
    levies) for the entire scope of work as detailed in Section VI that would form the total yearly
    costs to BSNL in 1st year & 2nd year, as quoted by the bidder in Section- VIII.

23. CONTACTING THE BSNL:

23.1 Subject to Clause 20, no bidder shall try to influence the BSNL on any matter relating to its
    bid, from the time of the bid opening till the time the contract is awarded.

23.2 Any effort by a bidder to influence the BSNL in the BSNL's bid evaluation, bid comparison
    or contract award decisions shall result in the rejection of the bid.

24. AWARD OF CONTRACT:

    The BSNL shall consider placement of orders on those bidders whose offers have been
    found technically and financially acceptable. The Pr. GMT/District, Chandigarh reserves the
    right to appoint one or more bidders, if so desired/required.

25. BSNL'S RIGHT TO ACCEPT ANY BID AND TO REJECT ANY OR ALL BIDS:

    The BSNL reserves the right to accept or reject any bid, and to annul the bidding process
    and reject all bids, at any time prior to award of contract without assigning any reason
    whatsoever and without thereby incurring any liability to the affected bidder or bidders on the
    grounds for the BSNL's action.

26. ISSUE OF LETTER OF INTENT (LOI):

26.1 The issue of a Letter of Intent shall constitute the intention of BSNL to enter into the
    contract with the bidder.
                          Signature of the Tenderer with Seal                      Page No. 15 of 48
26.2 The bidder shall within 15 days of issue of a Letter of Intent, give his acceptance along with
      performance security in conformity with Section IX provided with the bid documents and
      labour licence.

27. SIGNING OF CONTRACT:

       I. The issue of purchase Order shall constitute the award of contract on the bidder and
          forms as agreement. GMT/D Chandigarh or his representatives shall place the Purchase
          Order.
      II. Upon the successful bidder furnishing performance security pursuant to Clause 26, the
          Purchaser shall discharge the bid security in pursuant to Clause 11.

28. ANNULMENT OF AWARD:

      Failure of the successful bidder to comply with the requirement of Clause 27 shall constitute
      sufficient ground for the annulment of the award and forfeiture of the bid security in which
      event the BSNL may make the award to any other bidder at the discretion of BSNL or Call
      for new bids.

29. QUALITY ASSURANCE REQUIREMENTS:

      The firm shall have to certify that the CRAs are qualified & experienced in regard to the
      Manning of Call Center and on the part of their behaviour. It is also to be ensured that the
      CRAs being appointed by the firm should be Graduate on acceptance of work order, but
      before commencement of tendered work.

       Also, the bidder should have adequate infrastructure to facilitate pre-training before
induction in the Call Center, it is a mandatory requirement. However, the space being provided
by BSNL for training is for updating the operating personal w.r.t. the requirements/schemes of
BSNL.


The requirements in regard to quality has also to be followed as per Annexure-III, Section VI.


30.      The bidder shall comply with all provisions of EPF Act 1952 and employees provident
         Scheme 1952. In this regard the claim of the bidder should accompany the
              List showing details of employees engaged.
              Duration of engagement.
              Amount of wages paid to such employees for duration of engagement.
              Amount of EPF Contribution (Both employees and employer) for the duration of
               engagement of question, paid to EPF authority.
              A declaration from the firm regarding compliance of the conditions of EPF Act
               1952.
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31.       EMD PRE-RECEIPT

      EMD/BG Pre-Receipt on firm‟s letter pad with Rs. 1/- revenue stamp may be submitted

      along with quotation by vendor (which is required at the time of release of EMD/BG).

32.       Delivery Schedule

          The Scheduled Date of Supply of the Ordered CRAs/Team Leader/Supervisor/ Manager
          shall have to be completed within 6 weeks from the date of issue of Detailed Purchase
          Order.




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                                                  SECTION - IV

                         GENERAL CONDITIONS OF THE CONTRACT

1. APPLICATION:

    The General Conditions shall apply in contracts made by the BSNL for the Manning of Call
    Center .

2. STANDARDS:

    The CRA/Supervisors/Manager under this contract should be sophisticated, well qualified as
    per, Section VI & associated Annexure‟s-I, II & III and other requirements prescribed in the
    bid and shall conform to the standards prescribed in the system requirements.

3. PATENT RIGHTS:

    The bidder shall indemnify the BSNL against all third-party claims of infringement of patent
    or any part thereof in Indian Telecom Network.

4. PERFORMANCE SECURITY:

4.1 The bidder shall furnish performance security to the GMT, Chandigarh for an amount of 5%
    of total order value within 15 days of bidder‟s receipt of the Letter of Intent. PBG shall be
    valid for two & half years from the date of Letter of Intent/Advance Purchase Order.

4.2 The proceeds of the performance security shall be payable to the BSNL as compensation
    for any loss resulting from the bidder's failure to complete its obligations under the Contract.

4.3 The Performance Security Bond shall be in the form of bank guarantee issued by a
    Nationalised/Scheduled Bank and in the format provided in the Bid Document, Section IX.

4.4 The Performance Security Bond will be discharged by the BSNL after completion of the
    bidder's performance obligations including Warranty obligations if any under the contract,
    satisfactorily.

5. INSPECTION AND TESTS:

5.1 The BSNL or his representative shall have the right to inspect the Call Center to check the
    sophistication and response of the CRAs to the calls of the BSNL customers.




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5.2 Should any inspection fails to conform to the Specifications the BSNL may reject them and
    the bidders shall either replace the operators or make all alterations necessary to meet
    Specification requirements.
6. MANNING:
6.1 Manning of the Call Center means providing educated & skilled CRAs, shall be made by the
    bidder in accordance with the terms specified by the BSNL in its Schedule of Requirements
    and special conditions of contract and the Manning shall remain at the risk of the bidder until
    completion of the contract.
6.2 The Manning shall commence immediately on placement of work order.
7. PAYMENT TERMS
7.1 Payment shall be made per position per shift per month for actual number of positions
    manned & be calculated as per position per shift per day basis where each shift shall be 8
    Hrs. duration, excluding time for tea break , lunch break etc. . For claiming this payment the
    invoice should be submitted in duplicate duly pre-receipted to SDE (Call Center) O/o Pr
    GMT, Chandigarh along with EPF & ESI payment receipts of previous months.
7.2 Further each claim bill of the firm must be accompanied with
         List showing details of CRAs/employees engaged and duration of their engagement
         Amount of wages paid to such CRAs/employees for the duration in question.
         Amount of EPF Contribution (Both employees and employer‟s) for the duration of
            engagement of question paid to EPF authority.
         Copies of authenticated documents of payment of such contribution to EPF authorities.
         Declaration regarding compliance of the EPF Act.1952.
 7.3 (i) The Payment to the contractor/supplier will compulsory be made through ECS/EFT.
     (ii) The bidder will submit the following informations along with bid.
               a. PAN No.
               b. Bank Name with Full Address.
               c. Bank Code.
               d. Bank Account No.
8    PRICES
   8.1 (i) Prices charged by the bidder for Manning performed under the contract shall not be
             higher than the prices quoted by the contractor in his Bid.

    (ii)   (a)   Prices will be fixed at the time of issue of purchase order as per taxes and
                  statutory duties applicable at that time.
           (b) In case of reduction of taxes and other statutory duties during the
                 Six weeks Supply Schedule of CRA ,purchaser shall take the benefit of
                decrease in these taxes/duties for the manning made from the date of enactment
                 of revised duties/taxes.
          (c ) In case of increase in duties/taxes during the Six weeks Supply Schedule of CRA,
               the purchaser shall revise the prices as per new duties/taxes for the manning ,to
               be made during the remaining delivery period as per terms and conditions of the
               purchase order.
    (iii)      Any increase in taxes and other statutory duties/levies after the expiry of initial Six
               weeks delivery Schedule of CRA date shall be to the contractor‟s account.
               However benefit of any decrease in these taxes/duties shall be passed on
               to the Purchaser by the contractor..
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       (iv)    Any new taxes introduced by Govt. shall be borne by the contractor.
9.   CHANGES IN WORK ORDERS:
9.1 The BSNL may, at any time, by a written order to the contractor, make changes within the
     general scope of the contract in regards to the services provided by the contractor.
9.2 If any such change causes an increase or decrease in the cost of, or the time required for
     the execution of the contract an equitable adjustment shall be made in the Contract Price
     and the Contract shall accordingly be amended. Any proposal by the contractor for
     adjustment under this clause must be made within thirty days from the date of the receipt of
     the change in order.

10. SUBCONTRACTS:
     The contractor shall notify the BSNL in writing of all subcontracts awarded under this
     contract if not already specified in his bid. Such notification, in his original bid or later shall
     not relieve the contractor from any liability or obligation under the Contract.


11. FAIR WAGES
11.1    The contractor shall pay to CRA employed by him either directly or through sub-
        contractors, wages not less than fair wages as per the provisions of the Contract Labour
        (Regulation and Abolition) Act, 1970, and the contract labour (Regulation and Abolition)
        central Rules, 1971, wherever applicable. The site engineer will witness payment to the
        CRAs etc. as required under the provisions of labour laws.
11.2    The contractor shall, notwithstanding the provisions of any contract to the contrary, cause
     payment of wages to labour engaged indirectly on the work.
11.3    The GM Telecom District, Chandigarh has the right to deduct from the money due to the
     contractor any sum required or estimated to be required for making good the loss suffered by
     a worker or worked by reason of non fulfillment of the conditions of the contract for the
     benefit of the workers, non-payment of wages or of deduction made from his or their wages
     which are not justified by either terms of the contract or non- observance of the Regulations.
11.4      The contractor shall comply with the provisions of the payment of wages Act, 1936,
     minimum wages Act, 1948, Employees liability Act, 1938, Workmen‟s Compensation Act,
     1923. Industrial Disputes Act, 1947, Maternity Benefits Act, 1961, and the contractor‟s labour
     (Regulation and Abolition) Act, 1970 or the modifications thereof or any laws relating thereto
     and the rules made there under from time to time.

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11.5     The contractor shall indemnify the BSNL against payment to be made under and for the
   observance to the laws aforesaid.


11.6     The regulations aforesaid shall be deemed to be part of this contract and any breach
   thereof shall be deemed to be breach of this contract and the contract shall be liable to be
   canceled without giving any compensation to the contractor.

11.7     The contractor shall be responsible for any losses/damages, etc. that may have occurred
   during execution of job-work as stated above and shall pay compensation to his/their
   workmen payable under Workmen‟s Compensation Act 1923(VII) for injuries caused to the
   workmen. If such compensation is paid by the BSNL as a Principal Employer under sub
   Section (i) of Section 12 of the same Act on behalf of the contractor, it shall be recovered by
   the BSNL from the contractor under Section (ii) ibid from security deposit or any other dues
   payable by the BSNL to the contractor on any account.

11.8 The contractor shall duly introduce the employees provident Fund scheme to the staff
   employed by him, if so required by law as envisaged by the provisions of employees
   „Provident Fund‟ in respect of his employees and recoveries made regularly from the salaries
   of the employees as per the terms of the provident Fund Act / scheme, if any, and shall
   ensure prompt depositing the EPF amount to the EPF commissioner within the due dates
   every month and attest the paid copy of receipt along with next monthly bill.
11.9 The contractor must ensure that his staff are paid their salary and allowance, if any, latest
   by 5th of the following month and ensure that the requirements of the payment of wages Act.
   Employees‟ contract labour Act etc. are strictly complied with. Also provide ESI scheme to
   the staff. The E.P.F. and E.S.I will be liability of the contractor.
11.10 The GM Telecom District, Chandigarh has the right to pay the salary and allowances to
   the call Center staff if it is not paid by the contractor in due course of time. In any such
   cases, double of the amount paid by Pr. GM Telecom District, Chandigarh will be deducted
   from the money due to the contractor.

12. INDEMNITY.
 12.1       The contractor shall indemnify and save harmless the BSNL from and against all
       actions, suits, proceedings, costs, damages, charges, claims and demands whatsoever,
       either in law or equity and all costs and charges and expenses that the BSNL may sustain
       or incur arising from or out of omission or commission of any act/acts of the contractor, his
       CRAs, employees, assignee or sub-contractor(s).



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12.2         Contractor shall pay all Rates, Levies, Fees, Royalties, Insurance, Taxes and Duties
       payable or arising from or out of, by virtue of or in connection with and/or in respect of the
       job-work(s) or Manning(s) or any part thereof to be performed by the Contractor and the
       contractor shall indemnify and keep the BSNL indemnified from and against the same or
       any default by the Contractor in the payment thereof.

12.3         The Contractor shall take all precautionary measures against any accidents that may
       take place during the period of the continuance of the above said job-work. The contractor
       shall indemnify the BSNL and keep the BSNL harmless and indemnified against any claim
       or damages due to negligence or otherwise, in taking due precautionary measures by the
       Contractor.

12.4         The Contractor should prominently display his name, address, telephone no., etc. on
       the site where work is in progress with the other safety notice board(s), etc. as per the
       existing rules and time to time modifications thereof.

12.5         The CRAs working should be covered under Group Insurance scheme otherwise the
       contractor will be personally responsible for the compensation to be paid in case of
       accident(s) if any. The contractor will also indemnify the BSNL for such payment arising
       due to accidents and also for the loss caused to any other agency while carrying out the
       above work.




13.     PENALTIES:

      In case the CCF fails to provide the required quality of service for call center, penalty as
      mentioned below will be imposed on CCF. The penalty will be considered on the basis of
      minimum 25 call attended per CRA per hour . Also, this performance parameter will be
      gauged on CRA basis, not in totality.

      (a) The quality of service will be defined for every month based on total calls registered as
          per call log generated from the exchange/system.

          Category    Attended Calls per CRA Penalty per month
                      per hour
             1        25                     Nil
             2        22-24                  5% of monthly payment
             3        19- 21                 10% of monthly payment
             4        16- 18                 20 % of monthly payment
             5        12 - 15                40% of monthly payment

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              6    less than 12                            100 % of monthly payment*

* including termination of the contract (Table for penalty is subject to the conditions that calls
received at agent/hr is minimum 25).

    b) In case of absenteeism i.e. not manning of CRAs of required numbers penalty of Rs.
100/-per hour will be imposed.
    c) Also, if the any CRA‟s attended calls falls below 4000 per shift per month, CCF has to
mandatorily replace that particular CRA immediately on the confirmation/reporting of the same.

The tentative plan of Manning the Call Center is detailed in Annexure-II, Section VI.
The requirements in regard to quality has also to be followed as per Annexure-III, Section VI.

14. FORCE MAJEURE:
14.1   If any time, during the continuance of this contract, the performance in whole or in part by
    either party or any obligation under this contract shall be prevented or delayed by reason of
    any war, or hostility, acts of the public enemy, civil commotion sabotage, fires, floods,
    explosions, epidemics, quarantine restrictions, strikes, lockouts or act of God (Herein after
    referred to as events) provided notice of happenings, of any such eventuality is given by
    either party to the other within 21 days from the date of occurrence thereof, neither party
    shall by reason of such event be entitled to terminate this contract nor shall either party have
    any such claim for damages against the other in respect of such non-performance or delay
    in performance, and deliveries under the contract shall be resumed as soon as practicable
    after such event may come to an end or cease to exist, and the decision of the BSNL as to
    whether the deliveries have been so resumed or not shall be final and conclusive, provided
    further that if the performance, in whole or part of any obligation under this contract is
    prevented or delayed by reason of any such event for a period exceeding 60 days either
    party may, at his option terminate the contract.

14.2   Provided also that if the contract is terminated under this clause, the BSNL shall be at
    liberty to take over from the contractor at a price to be fixed by the BSNL, which shall be
    final, all unused, undamaged and acceptable materials, bought out components and stores
    in the course of manufacture in possession of the contractor at the time of such termination
    of such portions thereof as the BSNL may deem fit excepting such materials bought out
    components and stores as the contracts may with the concurrence of the BSNL elect to
    retain.


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15. TERMINATION FOR DEFAULT:
15.1   The BSNL may, without prejudice to any other remedy for breach of contract, by written
   notice of default, sent to the Supplier, terminate this Contract in whole or in part.

   (a) If the contractor fails to perform any other obligation(s) under Contract: and

   (b) If the contractor, in either of the above circumstances, (s) does not remedy his failure

       within a period of 30 days (or such longer period as BSNL may authorize in writing)

       after receipt of the default notice from BSNL.

16. TERMINATION FOR INSOLVENCY
   The BSNL may at any time terminate the Contract by giving written notice to the contractor,
   without compensation to contractor, if the contractor becomes bankrupt or otherwise
   insolvent as declared by the competent court provided that such termination will not
   prejudice or affect any right or action or remedy which has accrued or will accrue thereafter
   to the BSNL.

17 ARBITRATION:

17.1   In the event of any question, dispute or difference arising under this agreement or in
   connection there-with except as to matter the decision of which is specifically provided under
   this agreement the same shall be referred to sole arbitration of the Pr General Manager
   Telecom District, Chandigarh or in case his designation is changed or his office is abolished
   then in such case to the sole arbitration of the officer for the time being entrusted whether in
   addition to the functions of the Pr General Manager Telecom District, Chandigarh or by
   whatever designation such officers may be called (hereinafter refer to as the said officer) and
   if the General Manager Telecom District, Chandigarh or the said officer is unable or unwilling
   to act as such the sole arbitration or some other person appointed by the General Manager
   Telecom District, Chandigarh or the said officer.
17.2 The agreement to appoint an arbitrator will be in accordance with the Arbitration and
   Conciliation Act 1996.

       There will be no objection to any such appointment that the arbitrator is Government
       Servant or that he has to deal with the matter to which the agreement relates or that in the
       course of his duties as Government Servant he has expressed views on all or any of the
       matter under dispute.
       The award of the arbitrator shall be final and binding on the parties. In the event of such
       arbitrator to whom the matter is originally referred, being transferred or vacating his office
       are being unable to act for any reasons whatsoever such General Manager Telecom
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      District, Chandigarh or the said officer shall appoint another person to act as arbitrator in
      accordance with terms of the agreement and the person so appointed shall be entitled to
      proceed from the stage at which it was left out by his predecessors.

17.3         The arbitrator may from time to time with the consent of parties enlarge the time for
   making and publishing the award. Subject to aforesaid Arbitration and Conciliation Act, 1996
   and the rules made there under, any modification thereof for the time being in force shall be
   deemed to apply to the arbitration proceeding under this clause.

17.4        The venue of the arbitration proceeding shall be the office of the General Manager
   Telecom District, Chandigarh or such other places as the arbitrator may decide.


18. SET OFF
       Any sum of money due and payable to the contractor (including security deposit
    refundable to him) under this contract may be appropriated by the BSNL or the Govt. or any
    other person or persons contracting through the Govt. of India and set off the same against
    any claim of the BSNL or Govt. or such other person or persons for payment of a sum of
    money arising out of this contract made by the Contractor with BSNL of Govt. or such other
    person or persons contracting through Govt. of India.




19 LABOUR LAWS

      19.1 The contractor shall comply with the provisions of the payment of Wages Act, 1936,
      Minimum wages Act, 1948, Employees liability Act 1938, Workmen's Compensation Act
      1923, Industrial Dispute Act 1947 and the Contract Labour (Regulation and Abolition) Act,
      1970 or the modifications thereof EPF Act, 1948 or any other labour law relating thereto
      and the rules made there under from time to time. He shall also indemnify the BSNL
      against any payments to be made for due observance of the said laws. The workman
      being employed by the contractor shall have no claim for regular employment in BSNL

      19.2 The contractor shall be responsible for any losses/damages etc that may have
      occurred during execution of work and shall pay compensation to his/their workmen
      payable under Workmen‟s Compensation Act 1923(VII) for injuries caused to the
      workmen. If such compensation is paid by the BSNL as a Principal Employer under sub
      Section (i) of Section 12 of the same Act on behalf of the contractor, it shall be recovered
      by the BSNL from the contractor under Section (ii) bid from security deposit or any other
      dues payable by the BSNL to the contractor on any account.

20. LEGAL JURISDICTION :

In case of any dispute, the Chandigarh court alone shall have the territorial jurisdiction to
adjudicate upon the matter arising out of this contract.

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                                                   SECTION - V

                              SPECIAL CONDITIONS OF CONTRACT

1.   The special conditions of contract shall supplement the „Instruction to the Bidder‟ as
     contained in Section III & General Condition of the Contract as contained in Section IV and
     wherever there is a conflict, the provision herein shall prevail over those in Section III and
     Section IV.

2.   Date fixed for opening of bids is, if subsequently, declared as holiday by the Government of
     India, the revised schedule will be notified. However, in absence of such notification, the
     bids will be opened on next working day, time and venue remaining unaltered.

3.   (i) The amount of bid security or NSIC certificate for claiming exemption from bid security, as
     prescribed in clause 11.1 & 11.3, Section III of the bid document shall be submitted along
     with the bids in a separate cover. This cover should be super scribed as Part C- Tender for
     Managing/Running and Outsourcing/Providing of CRA‟s for Call Center -“BID
     SECURITY”

     (ii) In case where the document of bid security is not submitted in the manner prescribed
     under clause 3(i), above, cover containing the technical and financial offers SHALL NOT BE
     OPENED AND BID SHALL BE REJECTED AND RETURNED TO THE BIDDER
     UNOPENED.

4.   The small scale industries registered with National Small Scale Industries Corporation
     (NSIC) under single point registration scheme and desirous of claiming concessions
     available to such units inclusive of bid security should submit documents in respect of their
     monetary limit and financial capability duly certified by NSIC.

5.   BSNL reserves the right to disqualify such bidders who have a record of not meeting
     contractual obligations against earlier contracts entered into with the BSNL.

6.   BSNL reserves the right to black list a bidder for a suitable period in case he fails to honour
     his bid without sufficient grounds.

7.   The BSNL reserves the right to counter offer price(S) against price(S) quoted by any
     bidder.




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8.    Any clarification issued by Bharat Sanchar Nigam Limited, in response to query raised by
     prospective bidders shall form an integral part of bid documents and it may amount to
     amendment of relevant clauses of the bid documents.

9. The contractor shall meet the generic requirement of TEC spec. vide GR No. G/CLC-01/02
     Feb‟2004 with latest amendments if any and time to time modification thereof for the Manning
     of Call Center.

10. Each Manager/Supervisor/CRA engaged by the CCF will be screened mandatorily by the
     Screening Committee nominated by GMT, PB Telecom Circle, Chandigarh.

11. IMPORTANT: - Only one rate is to be quoted by the bidder against each item.




     ******************************************************************




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                                              SECTION – VI
                                             SCOPE OF WORK
1. DISTRIBUTION FOR SUPPLY OF THE CRAs:
The CCF has to provide the CRAs to the BSNL. The schedule of working of CRAs will be
finalized by BSNL as per suitability and administrative requirements of GM Telecom District,
Chandigarh and the CCF shall make such necessary changes in the staff position as
indented by the GMT District, Chandigarh.
2. JOB DESCRIPTION:
   1. CRA should have the overall view of the Call Center environment, Front Office
      application and call handling aspects relating to the BSNL specific services.
   2. CRA has to enter the Call Center screen by giving a username and password.
   3. CRA has to handle different types of calls (enquiries).
   4. CRA has to interact with different types of screens i.e., GENERAL INFORMATION,
      FRS, COMMERCIAL, BILLING etc. to get the information and to fulfill the requirement
      of customer.
   5. CRA has to make outbound calls to BSNL customers / non-BSNL customers as per
      the requirements of BSNL.
3. SPECIFICATIONS FOR SUPPLY OF CRA‟S:
The CCF should follow the specifications noted below while supplying the CRAs:
   1. Having proficiency in at least three languages i.e., English, Hindi Punjabi.
   2. CRAs having minimum qualification of Graduate Degree from any recognized
      University and should have an experience of broader prospective on work
      environment of Call Center‟s with extensive vocabulary and necessary grammar skills
      to help the telephone and internet based replies to the customers as per Annexure-I,
      Section VI.
   3. Having outstanding listening skills, understand local languages and shall reply with a
      clear and accent-neutral speaking voice, key-board skills and ability to deal with all
      levels of professionals.
   4. Having interpersonal communication skills & polite behavioral attitude.
   5. Having previous work experience in a customer based field or in a field that requires
      strong interpersonal communications and skills for managing people.



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      6. Required to use their skills and general knowledge to take responsibility of the call and
          provide great customer care by educating, providing information etc.
      7. Maintaining good understanding and knowledge of products and services and
          programs of BSNL.
      8. Trained to effectively cross-sell and up-sell products / solutions of BSNL whenever the
          opportunity arises during the customer contact process.
4. REQUIREMENTS / QUALIFICATIONS OF CRAs

1. The CRAs required during day and night and off days may vary and the same will be
   intimated depending on the traffic at regular intervals.
2. The detailed duty charts shall be prepared by the CCF prior to commencement of the week
   and the same should indicate the names of the CRAs shift wise. The same shall be supplied
   to the Supervisor, SDE (Call Center) BSNL, Chandigarh or the specified authority on his
   behalf. In case of any leave, advance action indicating the names of the substitutes should
   be taken and intimated to the said authority.
3. The CCF is wholly responsible for arranging the Weekly Offs, Holidays for the festivals and
   Leave of any kind and all other conditions of their assignments to the CRAs.
4. On no account the personnel engaged by the CCF shall be deemed to be employees of the
   BSNL and no such claim will be entertained by the BSNL.
5. BSNL has right to refuse permission to any CRA or his men to act as such at any time on any
   unsatisfactory contingency such as mis-behaviour, improper answering, poor outturn etc.
6. The CCF shall not have any right to ask for any employment of its staff provided to the BSNL.
7. The CRAs or CCF should not declare or represent or act in any such manner as to indicate
   that they are the employees of BSNL.
8. The CCF should obtain an agreement from the CRAs to the effect that they will not make any
   claim for any type of absorption in the BSNL and submit the same to the BSNL authorities.
9. The CCF shall also submit the daily attendance sheet of the CRAs for the previous working
   day. Failure to do so shall result in non-payment of the day/days for which the attendance
   sheet is not furnished.
10. CCF should devise a Standard Operating Procedure (SOP), which will include the call
   resolution, escalation procedures and the process for managing customer feedback and the
   same shall have to be got approved from GMT/D, Chandigarh .
11. CCF should develop training plans/procedures for providing continual training for the CRAs.

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12. Maintain tracking record of response time to inquiries / fulfillments requests and ensure that
      follow-up actions are taken.
13. All standard procedures and workflow for call escalation are to be documented.
14. Weekly review sessions and reports to provide BSNL Punjab Telecom with feedback and
      suggestions so as to improve the overall progress of the programs.
15. CRAs should be trained as mentioned in the Job Description Para so as to operate the Call
      Center effectively.
16. The complete list of CRAs engaged by the CCF for deployment in Call Center shall be
      furnished by the CCF along with complete addresses and other antecedents.
17. BSNL shall not be responsible to provide any amenities such as residence accommodation
      or transport etc. to the CRAs. No cooking or lodging shall be allowed at the call center
      building premises.
18. GMT District, Chandigarh or his representative shall have the right to ask for the replacement
      if a particular CRA is not found to be carrying out his duties effectively.
19. The CRAs working at the Call Center should not discourage/misguide the public on any
      information of the BSNL.
20. The CRA should have good health, physique, impressive personality, befitting their work, free
      from defects of sight, hearing, speech or physical movements etc.
21. The CRA should have good record and character.
22. No CRA should perform duty under intoxicated condition nor they should consume alcoholic
      drink inside the Call Center .
23. The CRA shall abstain from taking part in any staff union and association activities.

24.      No minor CRA (below the age of eighteen years) shall be employed on the work. The
      personnel(s) deployed by the said CCF for the above said job-work shall have no claim of
      the job in the BSNL.
25.      It shall monitor the day-to-day activities and look for areas of improvement in the quality
      of service. For each 20 CRAs there should be one supervisor.
26.     The CCF shall provide sufficient number of back up personnel(s) to ensure for smooth
      Manning in case of absentees or otherwise.
27.     The CCF shall strictly limit its responsibility to Manning of the call Center , and not to
      manage the relevant infrastructure.
28.      The CCF shall ensure that the premises be used exclusively for the Manning of Call
      Center alone. Under no circumstances the CCF shall use the infrastructure and the
      premises for other job(s)/work(s)/usage.


                             Signature of the Tenderer with Seal                    Page No. 31 of 48
29.       The CCF shall ensure proper upkeep of the premises and shall not store any material(s)
      irrelevant to the Manning of call Center in the premises as stated above.
30.       The CCF shall maintain full confidentiality of the data generated/collected and of
      information as per the prevailing Cyber Enactment/IT Law(s)/any other relevant
      act(s)/law(s)/rule(s) and modification(s) thereof of Government of India and the State
      Government. Under no circumstances the CCF shall divulge/reveal/share such data for the
      purpose other than for the Manning of Call-Center in the interest of BSNL. Any violation of
      this confidentiality clause may result in instant termination of the contract and Pr. GM
      Telecom District, Chandigarh reserves the right to blacklist the CCF/contractor(s) on all India
      Basis or otherwise and the decision in this regards of Pr. GM Telecom District, Chandigarh
      shall be final and binding upon the CCF/contractor(s).

31. Operation of Call Center by providing Customer Relation Agents on payment basis per
    position per day.


32. PURCHASER‟S RIGHT TO VARY QUANTITIES:

      The bidder has to operate the Call Center for Punjab Telecom Circle, BSNL uninterruptedly,
      24 hrs a day including Sundays & Holidays in the premises at BSNL Call Center, Sector-
      65(Mohali) by providing 150 CRA per day/night. However the no. of CRAs can be increased /
      decreased upto 25% of the ordered CRA‟s with 15 days notice as per the following:
      (a) BSNL will have the right to increase or decrease by upto 25% of the total Outsourcing of
          the CRA‟s specified in the Requirement mentioned in Section- VIII without any change in
          the unit price or other terms and conditions at the time of award of contract or upto
          25% of the additional quantity can be ordered within 2(Two) months of the placement of
          purchase order and supplies obtained within the original scheduled delivery period.
      (b) In exceptional situation where the requirement is of an emergent nature and it is
          necessary to ensure continued supplies from the existing CCF, the purchaser reserves
          the right to place repeat order up to 50% of the total Outsourcing of the CRA‟s specified
          in the Requirement mentioned in Section- VIII in the running tender /contract within a
          period of twelve months from the earliest date of acceptance of APO at the same rate or
          a rate negotiated (downwardly) with the existing venders considering the reasonability of
          rates based on prevailing market conditions and the impact of reduction in duties and
          taxes etc.

33. The CCF will provide well-trained staff to handle queries of the Basic Telephone Services
    (landline or WLL, and associated services as desired by the BSNL at any stage ) and will
    provide solution to their utmost satisfaction.

34. The CCF shall select the CRA in consultation with BSNL. The selection will be based on the
    Bio-data personal interview and group discussion. The CCF shall use best H.R. hiring
    techniques to ensure that the best candidates are selected.

35. The CRA should at least be a Graduate in any field with sufficient knowledge for computer
    operation and the age between 18 to 35 years.

                            Signature of the Tenderer with Seal                     Page No. 32 of 48
36. The CRA should be capable of interacting with customer with queries and for providing
    service/assistance to customer. The behavior of the CRA should be extremely courteous and
    polite towards the subscriber and BSNL staff.

37. If complaint is received against any CRA or his/her performance is found to be lacking in the
    opinion of BSNL then the CCF will be informed about complaints(s) /performance
    deficiencies and it would be required to take necessary action. Failure to act on CCF part will
    attract penal provision. The decision of Pr GMT District, Chandigarh will be final and binding.

38. CCF will be liable to adhere to labour laws as may be applicable now and in future. Any
    violation in this regard will empower BSNL to terminate the contract. BSNL will not be liable
    for any action taken/grievance made by the staff of CCF under the provision of labour laws.
    There will not be any employer /employees relationship between BSNL and staff of CCF.

39. The call center should operate 24 hours a day and No. of positions with respect to peak/off-
    peak hours will be defined by BSNL authorities and CCF has to man/unman the required
    number of positions as per requirement of BSNL.

40. The CRA may be called for one hour duty also, if required. The payment will be made on pro-
    rata basis.

41. As this call center is in restricted area, the CRA will keep their movements restricted to the
    Call Center.

42. During any surprise visit of BSNL authority/officer any absenteeism will be treated as short
    supply of CRA and penalty of complete 8 hours amount will be deducted in addition to the
    penalty mentioned under penalty clause for each absentees per day.

43. Any misbehavior, which affects the image of BSNL, may lead to termination of contract by
    giving 15 days notice. The decision of Pr. GM Telecom District, Chandigarh will be final and
    binding in this regard.

44. Discipline as per the instructions of SDE (Call Center) or in charge of call center is to be
    maintained.

45. CCF can submit the monthly bill after successful completion of the work to SDE (Call
    Center). The paying authority will be AO(Cash), O/o Pr GMT, Chandigarh.

46. The CCF will provide CRAs for a period of One year which can be extended upto further two
    year, if BSNL so desired.

47. The CCF should maintain quality as per Clause 29, Section III, which is further detailed in
    Annexure-III, Section VI.

48. Physical security of the Call Center Building & access security system to the Call Center
   Building entrance will be provided by the BSNL, but bidder will get the access card issued
   from the BSNL. The cost of the card will be borne by the bidder/CCF. The BSNL is no-way
   responsible for any security outside the Call Center Building that includes the CCA journey
   from home to Call Center Building.
                         Signature of the Tenderer with Seal                      Page No. 33 of 48
49. Refreshment charges to be borne by the bidder. But, space for pantry will be provided by the
    BSNL.” No electricity of the BSNL is provided/used for cooking purpose. i.e. only space
    may be provided for pantry; all consumables & consumer furnishings shall be borne
    by the bidder.

50. CCF should provide pickup & drop van facility for the CRAs atleast in night shifts to
    ensure good discipline in call center .




******************************************************************




                        Signature of the Tenderer with Seal                    Page No. 34 of 48
                                                                                           Annexure-1 ,SECTION – VI
                                                Qualification Requirements

S.No. Requirement             Qty. Experience                           Qualifications Proof                       Complied/
                                                                                                                   Remarks

1.     Call Center            1        3 years plus                     MBA             1.      Educational &
       Manager                         experience in                                    Professional Degree.
                                       running a Call                                   2. Relevant three
                                       Center                                           years plus
                                                                                        Experience certificate
                                                                                        from the company
                                                                                        served from at-least
                                                                                        General Manager of
                                                                                        the company.
2.     Team              8             2 years plus                     Graduate        1.      Educational &
       Leader/Supervisor               experience as                    plus PGDCA      Professional Degree.
       per 20 CRAs                     Team                             computer        2. Relevant two years
                                       Leader/Supervisor                certification   plus Experience
                                                                        of one year     certificate from the
                                                                        duration        company served from
                                                                                        at-least Deputy
                                                                                        General Manager of
                                                                                        the company.
3.     CRA                    150      1 years plus                     Graduate        1.      Educational &
                                       experience as                    plus            Professional
                                       Team CRA                         necessary       Degree/Certifications.
                                                                        computer        2. Relevant one
                                                                        certification   years plus
                                                                        of three        Experience certificate
                                                                        months          from the company
                                                                        duration.       served from at-least
                                                                                        Asstt. General
                                                                                        Manager of the
                                                                                        company.




     ******************************************************************




                                  Signature of the Tenderer with Seal                                  Page No. 35 of 48
                                                                                                Annexure-II ,

                                                                                              SECTION – VI

                              Tentative Plan for Manning Call Center


S.No. Tentative Shift Time in Indian Standard                     Deployment Positions on per shift
      Time basis                                                  basis
1.    0600 hrs. to 1400 hrs.                                      30**

2.       1100 hrs. to 2000 hrs.                                   70**

3.       1500 hrs. to 2300 hrs.                                   30**

4.       2200 hrs. to 0600 hrs.                                   05**


** 1. This tentative plan for Manning/Positioning Call Center has been prepared to ensure 100%
Manning/Positioning at Peak Hours. Peak Hours are the Hours band in the day at 1100 hrs. to
1400 hrs. and 1500 hrs. 2000 hrs. , which is absolutely based on the traffic & can be adjusted &
re-adjusted suited to the BSNL.

     2. (a) The bidder/CCF will ensure/position/man the Call Center on 24 x 7 basis.

         (b) The bidder/CCF will ensure/position/man on 100% positions/seats of the Call Center
              in the above tentative plan for manning the Call Center.

         (c ) Also, as per Clause 4(4) of Section VI, the CCF is wholly responsible for arranging
              the Weekly Offs, Holidays for the festivals and Leave of any kind and all other
              conditions of their assignments to the CRAs.




******************************************************************




                            Signature of the Tenderer with Seal                             Page No. 36 of 48
                                                                                                 Annexure-III ,

                                                                                                SECTION – VI
          Quality Requirements of the CCF/ CRA‟s /Leader /Supervisor/ Manager

1.             The bidder should have adequate infrastructure to facilitate pre-training before
       induction in the Call Center, it is a mandatory requirement. The proof in this regard to be
       submitted & will form part of the evaluation of the tender. The BSNL, will inspect the
       infrastructure facilities for imparting pre-training & not having adequate facility may liable
       to dis-qualify the bid.

2.     But to enhance agent performance, call centers must use sophisticated HR tools to
       control, monitor and measure the change management process. As Otherwise,
       competitive adjustments and fine-tuning will not be possible.
3.     The quality of the CRA will be judged on the basis of Call volume handled and talk time
       taken by by the particular CRA .
4.     As a benchmarking matrix and an objective measurement system, the following is
      required from the CRA‟s:
       (a) The 25 call attended per CRA per hour as per Clause 13, Section IV.
       (b) If the any CRA‟s attended calls falls below 4000 per shift per month, CCF has to
           mandatory replace that particular CRA immediately on the confirmation/reporting of
           the same as per Clause 13, Section IV.
5.     The bidder should submit their overall quality policy about CCF/ CRA‟s /Leader
        /Supervisor/ Manager like:
        (a) What represents “quality” in this specific account .
        (b) How can it be objectively measured.
        (c) How may problems be ameliorated? (service flaws require an immediate remedy,
            often additional agent training).
6.     The quality performance will also be checked on the basis of the following:
(a)
         Inbound Calls to the CRA‟s on the Operation Parameters basis
  Ops: Operation Parameters
  AHT: Average Handling Time is the Average time of call handling is based on the
  Clause 5(a) above.
  Login Hours is based on the Clause 5(a) above.

(b)
  Quality Parameter‟s of the CRA‟s based                         Quality is done by the Mechanism
  on the following                                                             defined
  Voice Audit Scores                                            Agent Call audit
  Wrap Ups                                                      Interactions Captured on System w.r.t
                                                                customer call handled
  SR/TT Error %                                                 Service Request/Trouble Ticket Error
                                                                % is the number of errors in
                                                                customer request or complaint raised
                                                                by agent for backend to work upon
  Minimum Attendance per month

                          Signature of the Tenderer with Seal                                 Page No. 37 of 48
7.    As a initial step towards quality, the GMT, Chandigarh will nominate “Quality Committee”,
which can subject any CRA‟s to the following tasks:

       Is that new offer / product / marketing effort understood by all responsible agents?
      Do they all follow the new de-escalation process?
      Is the new company mission incorporated?

As the quality is a continuous process, the “Quality” requirements will be
evolved/amended/revised from time to time of which the Clause 7 of the Annexure-III, Section VI
will also be taken into consideration. This will be done by the “Quality Committee” nominated by
the Chief GMT, PB Telecom Circle, Chandigarh, who will visit the Call Center & its
recommendations/suggestions/observations will have to be incorporated/followed by the CCF.
Non-compliance of the recommendations/suggestions/observations of the “Quality Committee”
will invite penalty of Rs. 15,000/- per visit of the “Quality Committee”.


************************************************************************************************************




                           Signature of the Tenderer with Seal                            Page No. 38 of 48
                                                           SECTION – VII
                                                              BID FORM

Tender No.                                                                                         Date........

(Name & Address of the BSNL)

Dear Sir,

Having examined the conditions of contract and specifications including addenda Nos.….. the receipt of
which is hereby duly acknowledged, we, undersigned, offer to commence the Manning of call Center in
conformity with said drawings, conditions of contract and specifications for sum of (Total Bid amount in
words and figures) or such other sums as may be ascertained in accordance with the schedule of prices
attached herewith and made part of this Bid.

We undertake, if our Bid is accepted, to commence deliveries within ( ) months and to complete delivery
of all the items specified in the contract within ( ) months calculated from the date of issue of your work
order.

If our Bid is accepted, we will obtain the guarantees of a Nationalised/Scheduled bank for a sum not
exceeding 5% of the contract sum for the due performance of the Contract.

We agree to abide by this Bid for a period of 180 days from the date fixed for Bid opening and it shall
remain binding upon us and may be accepted at any time before the expiration of that period.

Until a formal Work Order of Contract is prepared and executed, this Bid together with your written
acceptance thereof in your notification of award shall constitute a binding contract between us.

Bid submitted by us is properly sealed and prepared so as to prevent any subsequent alteration and
replacement.

We understand that you are not bound to accept the lowest or any bid, you may receive.

Dated this ..........day of ..........
                                                                                                                     Signature of
                                                                                                                   in capacity of
                                                                   Duly authorised to sign the bid for and on behalf of........

Witness....................

Signature............. Address.............

                                  Signature of the Tenderer with Seal                                        Page No. 39 of 48
                                                                                 SECTION – VIII
                                                             SCHEDULE FOR QUOTING RATES
             I / We have inspected the site and surroundings of the works specified in the document and assessed the scope of works thoroughly and have also
     gone through the tender document and understood the terms and conditions stipulated therein before quoting the rates hereunder.

     As per the requirements mentioned in Section VI.
Description                      Qty.         Rate per month basis                                                                                   Total Amount (inclusive of all taxes
                                                                                                                                                     and insurance as per Clause 9,
                                                                                                                                                     Section - III)
                                    Q         I**                  II                               III         IV            V          VI          QxV
                                                                                                    Insurance
                                                First (1st)       Percentage(%) increase/decrease
                                                                                                     Charges
                                                                                                                Service     VAT or any   Total=
                                               Year Rate          in Second(2nd) Year Rate                      Tax          other tax   I + III +
                                               Per Person         Per Person Per Shift                                      applicable
                                                                                                                                         IV + V
                                                Per Shift
Call Center Manager Rate per        1
month in Rs. (inclusive of all
taxes and insurance as per
Clause 9, Section - III)*

Team Leader/Supervisor per          8
20 CRAs Rate per shift per
month in Rs.( inclusive of all
taxes and insurance as per
Clause 9, Section - III)*

Providing Call Center CRAs       150 No.
(CRAs)along with pickup &        of
drop van facility Rate per       CRAs
shift   per month in Rs.(        per day
inclusive of all taxes and
insurance as per Clause 9,
Section - III)*.
     Quoted amount should include supply, transportation (pickup & drop van facility)., training, maintenance of CRAs, inclusive of all taxes during the
     agreement period of one years inclusive of all Benefits etc. to the CRAs for manning Call Center at Chandigarh (Sec-65, Mohali).
     ** The annexure may be attached detailing the components computed for arriving such lump sum price.
     Note:-
     1) The Quoted amount should be the amount per CRA/Supervisor per month. (One shift will be for 8 hrs only)
     2) The requirement of the CRAs mentioned above is only approximate/tentative w.r.t. 100 seats requirement & may vary according to traffic requirement. The
     General Manager, Telecom District, Chandigarh has the right to decrease or increase the requirements of CRAs.
     3) Rate quoted above are inclusive of all taxes , duties and the rates will be fixed during the validity of the contract original / extended as per provisions of the
     contract. However, it will be governed by Clause 8, Section IV of this document.
     4) Please do not do any overwriting. If corrections are required, write it afresh with full signature.


                                     Signature of the Tenderer with Seal                                          Page No. 40 of 48
                                                      SECTION - IX

                               PERFORMANCE SECURITY BOND FORM
1. In consideration of the CMD BSNL (hereinafter called „the BSNL) having agreed to exempt -------------
--------- (hereinafter called „the said CCF(s)‟ from the demand, under the terms and conditions of an
agreement / (Work Order) No. ---------------------- Dated --------------------- made between ----------------
-------- and ---------------------for the execute of ----------------------------------- (hereinafter called „the
said Agreement‟), of performance security for the due fulfillment by the said CCF(s) of the terms and
conditions contained in the said Agreement, on Production of a bank guarantee for-----------------------------
---------------------- we, (Name of the bank) ----------------------------------------------(hereinafter referred to
as „the Bank‟) at the request of ----------------------------------------CCF(s) do hereby undertake to pay to
the BSNL an amount not exceeding ----------------------against any loss or damage caused to or suffered or
would be caused to or suffered by the BSNL by reason of any breach by the said CCF(S) of any of the
terms or conditions contained in the said Agreement.

2. We (Name of the bank) ----------------------do hereby undertake to pay the amount due and payable
under this guarantee without any demur, merely on a demand from the BSNL stating that the amount
claimed is due by way of loss or damage caused to or would be caused to or suffered by the BSNL by
reason of the CCF(s) failure to perform the said Agreement. Any such demand made on the bank shall be
conclusive as regards the amount due and payable by the Bank under this guarantee where the decision of
the BSNL in these counts shall be final and binding on the bank. However, our Liability under this
guarantee shall be restricted to an amount not exceeding ----------------------------.

3. We undertake to pay to the BSNL any money so demanded notwithstanding any dispute or disputes
raised by the CCF(s)/ supplier(s) in any suit or proceeding pending before any court or tribunal relating
thereto our liability under this present being absolute and unequivocal. The payment so made by us under
this bond shall be valid discharge of our liability for payment there under and the CCF(s)/ supplier(s) shall
have no claim against us for making such payment.

4. We (name of the bank) ----------------------------Further agree that the guarantee herein contained shall
remain in full force and effect during the period that would be taken for the performance of the said
Agreement and that it shall continue to be enforceable till all the dues of the BSNL under or by virtue of
the said Agreement have been fully paid and its claims satisfied or discharged or till -------------------------
- (office/ BSNL) Ministry of          ------------------------- certifies that the terms and conditions of the said
Agreement have been fully and properly carried out by the said CCF(S)and accordingly discharge this

                              Signature of the Tenderer with Seal                               Page No. 41 of 48
guarantee. Unless a demand or claim under this guarantee is made on us in writing on or before the expiry
of Two & HALF YEARS from the date hereof, we shall be discharged from all liability under this
guarantee thereafter.

5. We (Name of the bank) ---------------- further agree with the BSNL that the BSNL shall have the
fullest liberty without our consent and without affecting in any manner our obligations hereunder to vary
and of the terms and conditions of the said Agreement or to extend time of performance by the said
contract(s) from time to time or to postpone for any time or from time to time any of the powers
exercisable by the BSNL Against and said Contract(s) and to forbear or enforce any of the terms and
conditions relating to the said agreement and we shall not be relieved from our liability by reason of any
such variation, or extension being granted to the said Contract(s) or for any forbearance, act or omission
on the part of the BSNL or any indulgence by the BSNL to the said contract(s) or by any such matter or
thing whatsoever which under the law relating to sureties would, but for this provision, have effect of so
relieving us.

6. This guarantee will not be discharged due to the change in the constitution of the Bank or the CCF(s)/
supplier(s).

7. We (name of the bank) ------------------------------- lastly undertake not to revoke this guarantee during
its currency except with the previous consent of the BSNL in writing.

Dated the --------------- day of -----------

                                                                    For --------------------------------------

                                                                    (indicate the name of the bank)

  Witnesses :-

  1.



  2.




                              Signature of the Tenderer with Seal                                                Page No. 42 of 48
                                                         SECTION - X

                LETTER OF AUTHORISATION FOR ATTENDING BID OPENING

Subject : Authorisation for attending bid opening on ---------- (date) in the tender of --------------------

Following persons are hereby authorised to attend the bid opening for the tender mentioned above on
behalf of ---------------------(Bidder) in order of preference given below.

Order of Preference         Name                                        Specimen signature



I



II



Alternate Representative



Signatures of bidder

or

officer authorised to sign the bid

documents on behalf of the bidder.

Note: 1. Maximum of one representative will be permitted to attend bid opening. In case where it is
       restricted to one, first preference will be allowed. Alternate representative will be permitted when
       regular representative are not able to attend.

       2. Permission for entry to the hall where bids are opened may be refused in case authorization as
       prescribed above is not recovered.




                             Signature of the Tenderer with Seal                               Page No. 43 of 48
SECTION XI
                 FORMAT FOR ADVANCE PURCHASE ORDER

                 BHARAT SANCHAR NIGAM LIMITED
                 O/O GMT/D, Sec.34, CHANDIGARH –160022

APO NO. ______________________ DATED_______________________________

M/s _________________________________________________________________
____________________________________________________________________________
____________________________________________________________

Sub: Placement of ADVANCE Purchase order for supply of ___________________
_____________________________ against tender Enquiry No_________________ dated
_______________ opened on ___________________________________

Ref : Your Tender Offer No. _________________ Dated______________________

Dear Sir(s),

On behalf of GMT/D, Bharat Sanchar Nigam Limited, Chandigarh an Advance Purchase Order
(APO) is hereby placed on you for supply of the subject item(s). This APO is being placed under
the terms and conditions indicated in the Bid Documents and those mentioned herein below:

Name of item of stores :

Quantity ordered :

Composite rate per unit :

Total value of the order : ___________________________________ (in figures)
                           ___________________________________ (in words)


The prices are composite inclusive of all levies/taxes, freight, insurance, packing and forwarding
charges and are F.O.R. consignee.

Performance Security :      : ___________________________________ (in figures)
                              ___________________________________ (in words)

Specifications of the
stores to be ordered     : ________________________________________
The stores to be supplied strictly in accordance with the specifications and the supplies shall be
made only after inspecting authority have carried out necessary inspection/testing and approved
for the supply.



                            Signature of the Tenderer with Seal                   Page No. 44 of 48
Scheduled Date of Supply                         The supply shall have to be completed
of Ordered CRAs :                                within 6 weeks from the date of issue of
                                                 Detailed Purchase Order.


The APO is likely to be converted into detailed Purchase Order after your acceptance of APO &
furnishing performance security of Rs. ________________________. The performance security
shall be furnished by you in the form of bank guarantee from a scheduled Bank strictly in
accordance with the Performa at SECTION IX of the Bid Documents. The bank guarantee
should be accompanied with a photocopy.

           You are requested to convey your unconditional acceptance of this Advance Purchase
Order in the format at Section XII of the Bid Documents and to submit the required bank
Guarantee within a period of 15 days from the placement of this APO, failing which this APO is
likely to be treated as cancelled.




                                                                             Yours faithfully,



                                                                                              DE(Plg)
                                                                                          O/o GMT/D,
                                                                     BSNL ,Sec.34, Chandigarh-160022




                        Signature of the Tenderer with Seal                                 Page No. 45 of 48
                                                                                                   Section XII

         FORMAT FOR ACCEPTANCE OF ADVANCE PURCHASE ORDER

From : M/s _______________________
       __________________________
       __________________________

To ,
       DE(Plg),
       O/o GMT/D,
       CHANDIGARH – 160022

Sub : Supply of __________

Ref : Your Advance Purchase Order No. __________________
       _____________________________________________
       __________________ dtd ________________________


                      ------------------------------------------------------------



Dear Sir(s),

          We        acknowledge           receipt           of    your   Advance     Purchase     Order         on
___________________________________________________________



     We accept the Advance Purchase Order and terms and conditions as mentioned therein
unconditionally.




Yours faithfully,



Signature
(Name in block letters)
Status; Director Manager /Partner
Proprietor of the firm




                            Signature of the Tenderer with Seal                             Page No. 46 of 48
                                                SECTION – XIII

              DECLARATION THAT NO NEAR RELATIVE IS WORKING IN BSNL

I____________________________________S/o________________________________________Res
ident of ______________________________hereby certify that none of my relative(s) as defined in
the tender document is / are employed in BSNL Unit as per details given in the Tender Document. In
case at any stage it is found that the information given by me is false / incorrect, BSNL shall have the
absolute right to take any action as defined fit without any prior
information to me.


                                                                  Signature & seal of tenderer
                                                                  Name & full address

   Witness
   1.Name & address
   …………………..
   …………………..
   …………………..

   2. Name & address
   …………………..
   …………………..
   …………………..




                        Signature of the Tenderer with Seal                          Page No. 47 of 48
                                                                                               SECTION XIV
                          BID SECURITY (BOND) FORM
 (to be furnished on non-judicial stamp paper of Rs. 50/-. Use of Stamps /any other means in lieu
      of Non-Judicial Stamp paper shall lead to outright rejection of the Bid.)


Reference: BSNL Tender no. ___________________ dated __________ for ___________
(name of the work)

Whereas ………(hereinafter called „the Bidder‟) has submitted its bid no. ………..dated………..for
…………… ………………… …………… …………. - Tender enquiry no. …………….. dated
………… KNOW ALL MEN by these presents that we………………. having our registered office at
……………………..(hereinafter called the “the Bank) are bound unto Bharat Sanchar Nigam Limited
(hereinafter called “the Purchaser”) in the sum of …………….. for which payment will and truly be made
to the said Purchaser, the Bank binds itself, it successors and assigns by these presents:

THE CONDITIONS of this obligation are:

   1.       If the Bidder withdraws its bid during the period of bid validity specified by the Bidder
            in the Bid document; or
   2.       If the Bidder, having been notified of the acceptance of its bid by the Purchaser
            during the period of Bid validity,

          (a)    fails or refuses to execute the Contract, if required; or
          (b)    fails or refuses to furnish performance security, in accordance with the
                 instructions contained in the bid document.

We undertake to pay to the Purchaser up to the above amount upon receipt of its first written
demand, without the Purchaser having to substantiate its demand, provided that in its demand,
the Purchase will note that the amount claimed by it is due to it owing to the occurrence of any
one or both of two conditions, specifying the occurred condition or conditions.

This guarantee will remain in force as specified in the Bid Document upto and including
…………… (…..) days from the date of bid opening, and any demand in respect thereof should
reach the Bank not later than the above specified date(s).


                                                                  ( Authorised Signature of the Bank Official )
                                                               Name:
                                                               Signed in the capacity of :
                                                               Power of Attorney Number :
                                                               Full name and address of branch:
                                                               Phone & FAX nos. of branch:
Dated:
At




                         Signature of the Tenderer with Seal                                     Page No. 48 of 48

				
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