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					                                      TENDER SPECIFICATION NO: TN 182
                                                   Tender # 182




                                      Cost of tender specification Rs. 5000




 To establish and operate Customer Management System on BOOT
 basis for a period of 3 years in the cities of Ajmer and Udaipur
 comprising three independent but integrated modules viz. (1) Call
 center, (2) Fault Rectification system along with appropriate
 infrastructure for rectification of fault related to ―No - Current
 Complaint‖ and (3) Consumers Service Centers.


                            Ajmer Vidyut Vitran Nigam Limited (AVVNL)
                                         Superintending Engineer (TW)
                                      Ajmer Vidyut Vitran Nigam Limited
                                                      Hathi Batha,Ajmer
                                                              Rajasthan




Contact Details

Contact Person    Superintending Engineer (TW), A.V.V.N. Limited

Address           Ajmer Vidyut Vitran Nigam Limited,
                  Hathi Bhata, City Power House, Jaipur Road,
                  Ajmer– 305001

:Telephone        0145 2422226

:Fax             0145 2422226

:Email           ajmerdiscom@gmail.com




                         Page 1 of 256
                                                                     Tender #      182




                  AJMER VIDYUT VITARAN NIGAM LIMITED
                    TENDER SPECIFICATION NO.TN 182

To establish and operate Customer Management System on BOOT basis for a period
of 3 years in the cities of Ajmer and Udaipur comprising three independent but
integrated modules viz. (1) Call center, (2) Fault Rectification system along with
appropriate infrastructure for rectification of fault related to ―No - Current Complaint‖
and (3) Consumers Service Centers


     1. Important Dates

S. No.    Event                                       Date

1         Last date & time of receipt of tender       Upto 2.30 PM of 18-11-2008

2         Date and time of opening of part A          At 3.00 PM of 18-11-2008


     2. Important Notes


            (1)    Furnishing of earnest money as per clause 16 of Section I of this
                   specification is essential otherwise the tender will not be accepted.


            Earnest Money: Rs 36 Lakhs


            (2)    Purchase of specification is essential for participation in the
                   tender.
            (3)    The tender specification # 182 providing detailed terms and
                   condition and technical details can be obtained from the office of
                   SE (TW) on payment of Rs 5000/- (Non refundable) on any
                   working day by cash / demand draft payable to Accounts Officer
                   (EA & Cash), AVVNL, Ajmer.
            (4)    Validity of the proposals will be upto 120 days from date of
                   opening of part-a bid or 60 days from the date of opening of price
                   bid whichever is later.


                                                     SUPERINTENDING ENGINEER (TW)
                                                                      A.V.V.N.L., AJMER




                                     Page 2 of 256
                                                                 Tender #      182




Document Summary

Document Name           Tender Specification No 182
                        To establish and operate Customer Management System
                        on BOOT basis for a period of 3 years in the cities of
                        Ajmer and Udaipur comprising three independent but
                        integrated modules viz. (1) Call center, (2) Fault
                        Rectification system along with appropriate infrastructure
                        for rectification of fault related to ―No - Current
                        Complaint‖ and (3) Consumers Service Centers.

Document Owner          Superintending Engineer (TW)
                        Ajmer Vidyut Vitran Nigam Limited, Ajmer

Document Security       Restricted
Classification

Permissions             This tender specification is not transferable and shall not
                        be reproduced without written permission of the owner

Total number of pages   256
                        15
Annexures

Schedules               7




                                 Page 3 of 256
                                                                                     Tender #          182




                                        Table of contents

1.  Important Dates ........................................................................................ 2
2.  Important Notes ........................................................................................ 2
3.  Bid Details/ Tender Notice .......................................................................... 6
4.  Broad scope of work .................................................................................. 7
5.  Other information .................................................................................... 10
  1. Period of contract ............................................................................ 10
  2. Required Competence ...................................................................... 10
  3. Deployment of vehicles as mentioned in Module 2 and their transfer ..... 10
  4. Bids are to be submitted in two parts ................................................ 10
  5. Submission of proposals ................................................................... 10
  6. Date and address of submitting the proposals ..................................... 11
  7. Late proposals ................................................................................ 11
  8. Opening of proposals ....................................................................... 11
6. Section – I: Instructions To Bidders ........................................................... 13
  1. General instructions......................................................................... 13
  2. Introduction ................................................................................... 13
  3. Successful Implementation and Good Performance .............................. 13
  4. Objectives of the proposed work ....................................................... 14
  5. Field conditions ............................................................................... 14
  6. Amendments to bid document .......................................................... 15
  7. Due date extension ......................................................................... 15
  8. Deviation from bid documents .......................................................... 15
  9. Filling of bids .................................................................................. 15
  10.    Documents comprising the bid: ..................................................... 16
  11.    Format and signing of bid ............................................................. 18
  12.    Bid validity .................................................................................. 18
  13.    Earnest Money............................................................................. 18
  14.    Cost of specification ..................................................................... 19
  15.    Late bids..................................................................................... 19
  16.    Bid opening ................................................................................. 19
  17.    Evaluation of techno commercial offer ............................................ 19
  18.    Evaluation of financial offers .......................................................... 21
  19.    Clarification or modification of bids................................................. 21
  20.    Revised Financial Offer ................................................................. 21
  21.    Opening of part B bid ................................................................... 21
  22.    Signing of agreement ................................................................... 21
  23.    Rejection of bids .......................................................................... 22
  24.    Signature of bidder ...................................................................... 22
  25.    Understanding and clarifications on documents and specifications ...... 23
  26.    Effect and validity of bid ............................................................... 23
  27.    Duties and taxes .......................................................................... 24
  28.    Policy for bids under consideration ................................................. 25
  29.    Quantities ................................................................................... 25
  30.    Preliminary examination and evaluation .......................................... 25
  31.    Award of contract ........................................................................ 26
  32.    General ...................................................................................... 26
7. SECTION – II: Terms & Conditions............................................................. 28
8. SECTION-III PART-1: General Information .................................................. 54
9. SECTION-III-PART-II Pre Qualification Requirements ................................... 57
10.   SECTION-III-PART-III: Requirements of System ...................................... 61
11.   SECTION-III-PART-IV: Technical Requirements of System ......................... 91
  1. Technical requirements .................................................................... 91
  2. Software Requirements of the call center ........................................... 91



                                            Page 4 of 256
                                                                                       Tender #         182




12.    Specifications .................................................................................... 156
  Manpower requirements ....................................................................... 193
13.    Schedule of Completion ...................................................................... 196
14.    Bill of Material .................................................................................... 197
15.    Techno commercial and General Details ................................................ 204
16.    Annexure – 1: General Profile of the bidder ........................................... 208
17.    Annexure – 2: Collaboration / Consortium / JV details ............................ 209
18.    Annexure – 3: Organizational Capabilities ............................................. 210
19.    Annexure – 4: Financial Details ............................................................ 211
20.    Annexure – 5: Experience Summary ..................................................... 212
21.    Annexure – 6: Proposed system details ................................................. 213
22.    Annexure – 7: Details of guaranteed and other reports ........................... 216
23.          Annexure – 8: Detailed methodology for integration with billing,
consumer indexing, DT metering (on AMR) and other systems ........................... 217
24.    Annexure – 9: Approach & methodology for executing this project ........... 218
25.    Annexure 10: EMD Bank Guarantee format ........................................... 219
26.    Annexure 11: Vendor Warranty ............................................................ 221
27.    Annexure 12: Security bank Guarantee Format ...................................... 224
28.    Annexure 13: Performance Bank Guarantee Format ............................... 226
29.    Annexure 14: Draft Agreement ............................................................ 230
30.    Annexure 15: Bank Guarantee Check List .............................................. 234
31.    Schedule – 1: Schedule of deviations .................................................... 236
32.       Schedule – 2: Confirmation of ―No deviation‖ in commercial terms and
conditions of this tender ................................................................................ 237
33.       Schedule – 3: Confirmation of ―No deviation‖ in technical terms and
conditions of this tender ................................................................................ 238
34.    Schedule – 4: Supporting documents to substantiate meeting of QR ......... 239
35.    Schedule – 5: Experience Summary ..................................................... 240
36.    Schedule – 6: Schedule of Completion .................................................. 240
37.    Schedule 7: Check list ........................................................................ 241
38.    Financial Offer: Guiding Note ............................................................... 246
39.    Financial Offer ................................................................................... 247
40.    Reference Section .............................................................................. 253
41.    Suggestive diagram of customer service centre ...................................... 254
42.    Suggestive diagram of call centre ......................................................... 255
43.    Suggestive Architecture of call centre ................................................... 256




                                            Page 5 of 256
                                                                  Tender #     182




3. Bid Details/ Tender Notice
          AJMER VIDYUT VITRAN NIGAM LIMITED
               TENDER SPECIFICATION NO.TN 182

 AJMER VIDYUT VITRAN NIGAM LIMITED (AVVNL) or any authority
 designated   hereinafter   called   'Owner'   invites   sealed    tenders   from
 competent agencies To establish and operate Customer Management
 System on BOOT basis for a period of 3 years in the cities of Ajmer and
 Udaipur comprising three independent but integrated modules viz. (1) Call
 center, (2) Fault Rectification system along with appropriate infrastructure
 for rectification of fault related to ―No - Current Complaint‖ and (3)
 Consumers Service Centers.




 The work entails service & operation contract for 3 years period i.e., from
 the date of implementation of all modules and role out and renewable
 after 3 years may be made if mutually agreed and subject to the
 performance of the vendor.


 On expiry of contract period entire system with all hardware, software,
 database, networking etc except FRT vehicles shall be handed over to
 AVVNL as detailed in this specification.




                             Page 6 of 256
                                                               Tender #      182




 4. Broad scope of work

 The scope of work comprises three independent but integrated modules. It may be
 noted that quoting for the tender means bidder agrees to work for all modules i.e. for
 complete of scope of work there will be single vendor only.

   The module wise broad scope of work is as under:

Module 1: Call center

To establish and operate call center at AVVNL‟s premise for all types of
consumer complaints along with appropriate infrastructure on BOOT basis for a
period of 3 years.

This means that the vendor will have to:

   (1)    Establish and operate an IT enabled call center for registering of complaints
          over telephone, internet, IVRS, or any other channel on 365 x 24 x 7
          availability basis

   (2)    Forward the ‗No Current complaints‘ to the mobile phone of the fault removal
          team / the mobile vans and other complaints to respective offices / officers /
          agencies

   (3)    The vendor will have to take mobile connections under the CUG scheme of
          AVVNL. The cost incurred on CUG connections will be borne by the vendor.

   (4)    The call center will have GPS based vehicle and person tracking system

   (5)    Track & escalate the complaints till their rectification and update the status of
          compliant on the system

   (6)    Send system generated SMS on events as identified in detailed scope of work

   (7)    To prepare necessary system generated MIS report to be updated on hourly
          basis on web server

   (8)    The infrastructure will be installed in the premises of AVVNL.




                                    Page 7 of 256
                                                                      Tender #      182




      Module 2: Fault Rectification System

      To establish and operate fault rectification system (FRS) for Consumers‟
      „No Current complaints‟ from consumer‟s meter to the distribution transformer
      for a period of 3 years on BOOT basis

         This means that the vendor will have to:

             (1)   Deploy a fleet of vehicles1 (through ownership / hire purchase / lease /
                   contract / or any other legitimate means) for attending and removing the
                   electrical fault related to LT side only on 365 x 24 x 7 basis

             (2)   Each vehicle will be equipped with necessary T&P items, safety items,
                   trained manpower called as ‗Fault Removal Team‘, mobile phone / or any
                   other mode of communication, and navigator for person and vehicle
                   tracking to be linked with master system at call center.

             (3)   The LCV vehicles will also be equipped with ladder, necessary T&P like
                   pliers, cutter, tester, hammer, rope, fuse wire, M seal, testing bulb, power
                   torch, safety items etc (as may be necessary to undertake the work
                   effectively) and trained manpower.

             (4)   To rectify fault between consumer‘s meter (at his premises) and LT side of
                   distribution transformer, as per the details mentioned in section 6.9 of this
                   specification.

             (5)   The fault removal team will inform call center staff on rectification of the
                   fault. The team will also request consumer to inform to the call center staff
                   through its available communication mode (mobile phone under CUG
                   connection) in the vehicle for confirmation of rectification of the complaints.
                   Each mobile van will also carry a log book for taking the acknowledgement
                   from the consumer. The consumer will also enter his land line / mobile
                   number on rectification of the fault.

             (6)   In the event the fault is not in the scope of the vendor, then the fault
                   removal team will inform the call center staff regarding the nature of
                   complaint and other technical details including the location and landmark of
                   the consumer‘s premises / fault location.

             (7)   The vendor will ensure that the faults (within the scope of complaints) are
                   removed within 1 hour of them being registered else the delayed charges
                   will be applicable as mentioned in this specification.




1
    Kindly note that the vehicles as required in Module 2 will not be required to be transferred
after the period of contract period.



                                           Page 8 of 256
                                                                   Tender #     182




Module 3: Customer Service Center (CSC)



To establish and operate customer service centers in AVVNL‟s premise, 8 in Ajmer
City and 8 Nos in Udaipur city on BOOT basis for a period of 3 years.


AVVNL will provide civil space for establishing CSCs in Ajmer City and Udaipur City within the
municipal limit of these cities.


This means that the vendor will establish and operate IT enabled customer service centers to
take care of all business related and Technical issues and complaints/grievances on behalf of
AVVNL to provide prompt and efficient services between 8.00 am to 8.00 pm.


           The vendor will:


           (1)    Deploy necessary hardware and software to operate the CSC


           (2)    Provide trained and courteous manpower to operate CSCs


           (3)    Provide and install infrastructure like tables, chairs, LAN, AC, earthing,
                  consumer information boards, cool water dispensers with disposable
                  glasses, door mats, decorative lightings, internet connection, etc as
                  mentioned in detail scope of work




Detailed scope of work for each module is explained further in section III of this tender
specification document.




                                        Page 9 of 256
                                                               Tender #      182




5. Other information
    1. Period of contract


 The contract period shall be initially for three (3) years from the
 commencement and complete roll out of all modules. The contract period may
 be extended subject to the performance of vendor up-to next 2 years i.e. the
 total contract period cannot be more than 5 years. The extension, if any will
 be initially for 1 year and on the basis of performance will be on next 1 year.


    2. Required Competence


 The bidder should have the necessary competence, adequate financial
 standing, sufficient experience, expertise and related infrastructure for
 handling contract work of similar nature. The qualifying requirements are
 given in the section – III, Part –2 of this tender specification.


    3. Deployment of vehicles as mentioned in Module 2 and their
       transfer


 The vendor will deploy vehicles as required in module 2 to rectify the
 electrical faults (as in the scope of the vendor) within the timeframe. The
 vendor will not be required to transfer these vehicles to AVVNL after the end
 of contract period.


    4. Bids are to be submitted in two parts


 Part- A will contain (i) EMD (ii) supporting documents to ascertain the
 eligibility / qualification as per the QR requirements of the tender (iii) techno-
 commercial offer comprising details & design of the proposed system(s) to
 meet out the work requirement, together with its capabilities along with
 commercial terms and conditions.

 Part- B will contain the financial offer/ rates
 The specification giving detailed terms and condition and technical data can
 be obtained from the office of the undersigned on payment of Rs 5000/-.
 [Non-refundable] on any working day by cash / demand draft payable to
 .Accounts Officer (EA & Cash), AVVNL, Ajmer. Purchase of specification is
 essential for participation in the tender.


    5. Submission of proposals


 The proposals are to be submitted in following manner:

 Envelope No 1:




                              Page 10 of 256
                                                            Tender #     182




One small size sealed envelope containing the earnest money / or a copy of
the receipt of earnest money (EMD) will be furnished and must be super-
scribed as ―Earnest Money against TN 182 for Ajmer and Udaipur both, to be
opened on 18-11-2008.

Envelope No 2:
Second suitable medium sized sealed envelope for (i) Qualification
Requirement details and (ii) Techno-commercial proposal which must be
super-scribed ―QR & Techno commercial Bid against TN 182 [Part - A] Ajmer
and Udaipur both to be opened on 18-11-2008

The bidders are required to submit the above documents in two copies (one
original and other duplicate).

Envelope No 3:

Third envelope for financial proposal, which must be duly sealed and super-
scribed ―Financial Proposal against TN 182 [Part-B] not to be opened along
with Part- A‖


Envelope No 4:

All the three envelopes must be covered under the fourth (Main Envelope)
and must be super scribed ―Bid offer against TN 182 to be opened at 3.00 PM
on 18th Nov 2008‖


   6. Date and address of submitting the proposals


Last date of submission of proposals 18-11-2008 upto 2.30 PM. The proposals
are to be submitted to:
                     The Superintending Engineer (TW)
                     AJMER VIDYUT VITRAN NIGAM LIMITED,
                     HATHIBATHA,
                     Ajmer          PIN: 305001
                     Rajasthan
   7. Late proposals


Any proposal (s) received after the scheduled time for submission is liable for
rejection
   8. Opening of proposals


The offer will be opened on the same day at 3.00 PM in the presence of the
representative (s) of the bidder, if any.


Part A



                             Page 11 of 256
                                                              Tender #    182




AVVNL will open Part A envelope of the proposals, in the Office of
Superintending Engineer (TW), AVVNL, Ajmer in presence of all bidders or
their authorized representatives, who choose to be present. If the opening
date is a holiday, then the bids will be opened on the next working day at the
same place and time, unless notified otherwise.


Part B


The date and time for opening Part B; the Financial Proposals, will be
intimated to the bidders, short-listed by AVVNL in due course. Part-B bid of
the proposals, that are not short-listed will not be opened and will be returned
to   respective   bidders.    Short-listed    bidders   (or   their   authorized
representatives) as intimated by AVVNL may attend opening of Part-B
Financial Proposal.




                             Page 12 of 256
                                                              Tender #     182




6. Section – I: Instructions To Bidders
             AJMER VIDYUT VITRAN NIGAM LIMITED
                TENDER SPECIFICATION NO. TN 182
    1. General instructions
        1.    The Ajmer Vidyut Vitran Nigam Limited (AVVNL), or any
              authority designated hereinafter called 'OWNER' will receive bids
              in respect of services as set forth in the accompanying
              specification.
        2.    All bids must be prepared and submitted in accordance with
              these instructions.
        3.    The bidder, in his own interest is requested to read very carefully
              these specifications and the terms and conditions as incorporated
              in this document/ specification before filling the Bid proposal
              form.
        4.    If bidder has any doubt as to the meaning of this specification or
              any portion thereof, he shall before submitting the bid, may refer
              the same to the Superintending Engineer (TW), Ajmer Vidyut
              Vitran Nigam Limited, Ajmer in writing well in time before the
              specified date of opening of bids so that such doubts may be
              clarified.
        5.    Submission of the bid shall be deemed to be the conclusive proof
              of the fact that the Bidder has acquainted himself and is in
              agreement with all the instructions, terms and conditions
              governing the specification, unless otherwise specifically
              indicated/ commented by him in his bid.
        6.    Bids submitted after the time and date fixed for receipt of bids as
              set out in the invitation to bid shall be rejected and returned to
              the bidders.
        7.    The works referred herein will cover the entire scope of the
              proposal which include commissioning and erection of equipment
              including the successful completion of performance and
              guarantee tests which the owner desires to get executed.
    2. Introduction
 Ajmer Vidyut Vitran Nigam Limited (hereinafter to be referred to as AVVNL) is
 proposing ―To establish and operate Customer Management System on BOOT
 basis for a period of 3 years in the cities of Ajmer and Udaipur comprising
 three independent but integrated modules viz. (1) Call center, (2) Fault
 Rectification system along with appropriate infrastructure for rectification of
 fault related to ―No - Current Complaint‖ and (3) Consumers Service Centers‖
    3. Successful Implementation and Good Performance
 Any work if specifically not mentioned but reasonably implied for the
 successful implementation and good performance of the proposed work is
 deemed to be included and is to be executed within the ordered price.




                             Page 13 of 256
                                                            Tender #      182




   4. Objectives of the proposed work


The objectives of the proposed work are

       1.   To provide services to consumers from one single place
       2.   To promptly attend to the commercial & technical complaints/
            grievances problems of the consumers / citizens
       3.   To provide easily accessible channels to the consumers to
            interact with AVVNL and register their complaints / grievances
       4.   To make an effective monitoring and tracking system for
            consumer satisfaction
       5.   To help AVVNL to collect information regarding theft of electricity
            / illegal connection
       6.   To remove the electrical faults within 1 hour from the time the
            complaint is registered
       7.   To reduce the existing time between fault / complaint
            registration and its resolution

In order to enable AVVNL to meet aforementioned objectives AVVNL proposes
to avail the services of competent agency(ies) who will create and operate IT
enabled Customer Management System comprising call center, Fault
Rectification system along with appropriate infrastructure for rectification of
fault related to ―No - Current Complaint‖ and Consumers Service Centers on
BOOT basis for a period of 3 years in (i) Ajmer City and (ii) Udaipur City

The competent agency(ies) would develop an efficient and modernized call
center to provide multiple channels to the consumers of Ajmer & Udaipur to
register their No-Current complaints at a single point, resolution of complaints
falling in the scope of type of complaint and to facilitate rectification of
problems lying outside the scope of type of complaint

These services are proposed to be available to the consumers on 24 x 7 x 365
basis except module no 3.
   5. Field conditions


       1. The bidder may in its own interest, before submitting the bid,
          inspect and examine the area involved and satisfy himself
          regarding the existing system.
       2. For ascertaining the existing system the bidder may contact the
          concerned Circle SE of AVVNL. The details of the area to be
          covered in the scope of the contract are available at Section III
          Part 1. For any clarification regarding this document the
          prospective bidder may contact to SE (TW).
       3. No claim for change in the bid or terms & conditions of the
          contract shall be entertained on the ground that the conditions are
          different than what were contemplated.




                            Page 14 of 256
                                                             Tender #     182




        6. Amendments to bid document
                 At any time prior to the date for submission of bid as well as
           up to opening of Part-B price bid, AVVNL may for any reason,
           modify the bid document by issue of amendment(s) which shall
           form part of it. The addenda shall be sent in writing to all the
           prospective Bidders.
        7. Due date extension
           Extension to the due date, if considered necessary may be done by
           AVVNL.
        8. Deviation from bid documents
           1. The offer must have ‗No Deviation‘ certificate as per schedules
              2 & 32 of this tender document
           2. If the bidder has certain deviations, such deviations may or
              may not be accepted on its merit subject to financial and
              technical implications.
           3. The bid must include a separate statement indicating all
              deviations from the bid documents as per format enclosed at
              Schedule I.
           4. All such deviations must be clearly mentioned in Schedule of
              Deviation.
        9. Filling of bids
 (i)       Bid must be submitted as per the formats attached / details
           desired here and all blanks in the tender and the annexure of the
           specifications must be duly filled in one original and one duplicate
           copy. The completed forms, annexures shall be considered as part
           of contract documents in the case of successful bid.
(ii)       In the event the bid is not filled in and not supplied with the
           supporting documents / information as desired in the tender, the
           owner reserves the right to reject the proposal and to declare the
           same as non responsive.
(iii)      No alteration should be made in the form of the tender
           specification and annexures. The bid must comply entirely with the
           specifications.
(iv)       In the event the bid does not comply with the tender
           specifications, the owner reserves the right to reject the proposal
           and to declare the same as non responsive.
(v)        The bid and all accompanying documents shall be in English
           language and shall be signed by a responsible and authorized
           person. The name, designation and authority of signatory shall be
           stated in the bid.
(vi)       In the event, the bid does not have the name / designation / the
           authority of signatory (supported by power of attorney / board
           resolution); the owner reserves the right to reject the proposal and
           to declare the same as non responsive.




                               Page 15 of 256
                                                               Tender #     182




(vii)      Tenders should be filled in only with ink or typed. No bid filled in by
           pencil or otherwise shall be considered and in such event, the
           owner reserves the right to reject the proposal and to declare the
           same as non responsive.
(viii)     All additions, alterations and over writings in the bid must be
           clearly initialed by the authorized signatory to the bidder;
           otherwise, the owner reserves the right to reject the proposal and
           to declare the same as non responsive.
 (ix)      The bidder should quote the prices strictly in the manner as
           indicated herein, failing which bid is liable for rejection. The rate/
           prices shall be in words as well as in figures. This must not contain
           any additions, alterations, overwriting, cuttings or corrections and
           any other marking.
  (x)      In the event the proposal has any additions, alterations,
           overwriting, cutting or corrections or any other marking, the owner
           reserves the right to reject the proposal and to declare the same
           as non responsive.
 (xi)      AVVNL will not be responsible towards any cost involved in the
           preparation or submission of the bids, on account of cancellation of
           tender.
(xii)      Each page of offered documents must have a proper page number,
           Section number; the table of content in the beginning of offer must
           be mentioned.
(xiii)     The offer must be duly hard binded.
           In absence of such pattern offer AVVNL reserves the right to
           declare the offer as non responsive.
         10.Documents comprising the bid:
   PART A:
   Part A shall contain the following
  (a) Supporting documents to ascertain the eligibility/ qualification as per
         the Qualification Requirements (QR) of the tender
         The bidder needs to furnish full details about organization‘s
         competence, financial strength, details of experience in accordance
         with the QR specified at Part II of Section III. The bidder must submit
         its proposal along with the following documents
       i.     Earnest money / receipt of EMD as prescribed in this tender
              document
      ii.     Cover letter on company‘s letter head
     iii.     Annexures 1 to 15
     iv.      Schedules 1 to 7
      v.      Power of Attorney/Board Resolution in favor of signatory of the
              bid
     vi.      Documents to ascertain the QR details as per details at Section
              III Part -II
    vii.      Original consortium / JV agreement in case of proposal is
              submitted by consortium/ JV on a non-judicial stamp paper of
              appropriate value as per prevailing rules



                               Page 16 of 256
                                                          Tender #     182




 viii.    Other details as called for in the tender specification document or
          which the bidder may like to highlight
   ix.    Check lists as given in this document.
(b) Techno-commercial proposal in the format given in Section IV part A
      comprising details & design of the proposed system(s) to meet out
      the work requirement, together with its capabilities along with
      commercial terms and conditions

     In this part the bidder will submit full relevant documents
     substantiating the details provided in the annexures and schedules

    i.   The bidder will substantiate details of the company (as declared
         on Annexure – 1) in the form of Certificate of Incorporation, MoU,
         registration certificate or any other relevant document as the
         case may be
   ii.   Controlling offices that would be established to undertake the
         proposed work
  iii.   Project organization structure
  iv.    Names of the key resources that would be deployed along with
         their proposed position
  v.     CVs of the key proposed resources as mentioned in point (iv)
  vi.    Audited balance sheet and P&L statement required to ascertain
         the qualification of turn over
  vii.   Copies of work order and performance report for the projects
         undertaken/ in hand (as declared on schedule -5)
 viii.   Approach and methodology to execute the project
  ix.    Project implementation plan (in form of a Gantt Chart)
   x.    Details of the system proposed; a write up on the system that
         would be installed / developed to meet the requirements as
         specified in scope of work
  xi.    Details of computers, servers, data sheets/ compliances sheets/
         SRS detailed functionalities/ screenshots for application software,
         operating systems, RDBMS and other software (like Anti Virus,
         etc) and hardware that would be deployed along with bill of
         material indicating the number and make and technical
         specifications
 xii.    Details of connectivity for the proposed network
 xiii.   Schematic network diagram showing (sample) locations and
         components
 xiv.    Schematic flow of information
 xv.     Schematic LAN and connectivity diagram
 xvi.    Details of reports that would be generated and submitted to the
         web updated in hourly basis for viewing of AVVNL Officers and
         also the details of hard and soft copies to be furnished to AVVNL
         in the pre-defined intervals
xvii.    Methodology for data back-up and integration with other systems
xviii.   Details of hardware and software for creation secured IT
         infrastructure



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  xix.    Details of GPS/ GIS based web enabled vehicle and persons
          tracking system.

Entire part A (both the original and duplicate) will be submitted in a
hard binded copy else the offer will not be opened and deemed to
be non responsive
Proposals submitted in such a way where replacement of papers may be
possible (like in the case of spiral binding, stapled, submitted in a box file,
tied with strings etc) shall be rejected instantly
Part B:
Part B shall contain
The financial proposal as per Part 2 of Section IV
     11.Format and signing of bid
         1. The bidder will submit their proposals complete in all respects
            with enclosures.
         2. The bid must be signed on each page.         The person(s) who
            sign the bid, should have duly authorized from the bidder with
            Power Of Attorney, which must accompany the bid.
         3. All pages of the bid, including entries or amendments must be
            initialed by the person or persons signing the bid.
         4. This tender document must also be attached with the bid
            signing on all the pages as a token of acceptance of the terms
            and conditions, except those mentioned in the deviation list.
     12.Bid validity
 Bid will remain valid for acceptance for a period of 120 [one hundred
 twenty] days after the date of initial bid (Part A) opening or 60 [sixty]
 days from the date of opening of Part-B bid whichever is later. AVVNL
 may request for suitable extension.
     13.Earnest Money
         1. The tenderers shall deposit with the A.O. [EA & Cash], AVVNL,
             Ajmer the amount of Rs 36.0 Lac as Earnest Money by crossed
             Bank Draft payable to A.O. [EA & Cash], AVVNL, Ajmer and
             obtain a receipt thereof. No other mode of deposit shall be
             accepted.
                                          Or
         The bidder shall furnish 20% amount of Earnest Money deposit in
         cash or by crossed bank draft payable in the name of
         AO(EA&Cash), AVVNL, Ajmer, alongwith irrevocable bid bank
         guarantee ofbalance 80% amount on the Rajasthan State non-
         judicial stamp paper of Rs.100/- duly authenticated either by a first
         class magistrate or Notary Public or directly confirmed by the
         issuing bankers valid for a period of 180days excluding the grace
         period of 90 days.(Bid bank guarantee format at annexure-10).
         The receipt of deposit of 20% amount of EMD and bank guarantee
         for balance 80% amount shall accompany with the bid in an
         envelope as per instructions given in these bidding documents. ― In


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      case of invocation of bank guarantee issuing bank must authorize
      for entertaining the case at the sister branch located in Rajasthan‖.
      The bank guarantee must be from any Nationalised / Scheduled
      Bank.
      Postal order/cheques/other forms are not acceptable
      2. Any tender not accompanied with a copy of the Receipt for
          Earnest Money/Crossed Bank Draft shall be rejected and the
          tender will not be accepted.
      3. In case of unsuccessful tenderers, the Earnest money will be
          refundable on production of the original receipt within a
          fortnight after finalization of the tender. In case of successful
          tenderer(s) the Earnest Money will be taken into account in
          arriving at the amount of the security cum performance
          guarantee (as per clause no 3 section 2) if vendor(s) desires to
          furnish cash security deposit. However if the security cum
          performance guarantee is furnished through bank guarantee
          (BG) the EMD will be released consequent to acceptance of
          such BG.
      4. Request for adjustments/proposals for acceptance of Earnest
          Money deposits, if any, already lying with the AVVNL in
          connection with some other tenders/orders shall not be
          entertained.
      5. No interest shall be payable on such Deposits.
      6. The AVVNL reserves the right to forfeit Earnest Money Deposit
          or a part thereof in circumstances, which according to it
          indicate that the tenderer is not earnest in accepting/executing
          order placed under the specification.
   14.Cost of specification
The purchase of the specification is essential for participation in the
tender. The specification giving terms and conditions and technical data
can be obtained from the office of the Superintending Engineer [TW],
AVVNL, Ajmer on any working day by paying Rs. 5000/- [non-refundable]
in cash or Bank Draft payable to Accounts Officer (EA & Cash), AVVNL,
Ajmer.
   15.Late bids
Any bid(s) received after the scheduled time for submission is liable for
rejection.
   16.Bid opening
AVVNL will open Part-A envelope of the bids, in the Office of
Superintending Engineer (TW), AVVNL, Ajmer in the presence of bidders
or their authorized representatives, who choose to be present. If the
opening date is a holiday, the bids will be opened on the next working day
at the same place and time, unless notified otherwise.
   17.Evaluation of techno commercial offer
The evaluation of bids will be made in the following two stages:


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1st stage: Qualification Requirement (part „A‟)


All the received bids will be evaluated first on the basis of qualification
requirement prescribed in Section III, part-2 ―Qualification Requirement‖
of this specification and on the basis of adherence to conditions given in
this document.


The bidders who meet all the requirements laid in this section shall be
selected for considering/ evaluating the Techno commercial offer. The
bidders who do not qualify the QR as per section III, part 2 of this
specification and other conditions, shall be considered as ―not Qualified
Bidder‖ and no further correspondence in this regard shall be entertained
and no clarifications on reasons of not qualifying will be intimated. It may
be noted by the bidders that by merely meeting the qualification
requirement does not mean that the bidder has been short listed for
opening of financial offer.
2nd stage: Techno Commercial and Presentation

Techno-commercial details submitted by the bidders would be evaluated
with respect to the relevant documents substantiating the details provided
in the schedules and annexures.

The approach & methodology, previous experience of the firm/
consortium, overall strength and capability to handle the work as per
scope of work, experience of the key professionals, details of hardware,
software, functionalities of the application software that they are having,
networking, time frame and other technical aspects would be evaluated.
The objective of evaluation of techno-commercial proposals is to ensure
that the bidder has the necessary competence to execute the project
successfully and timely.

Presentation: The short listed bidders of stage 1 will be required to
deliver a presentation before the evaluation team of AVVNL in 3 days of
intimation of presentation. The bidders should make themselves prepared
to deliver the presentation in such a short notice. The presentation will be
delivered at Ajmer. The tentative date of presentation would be 18 days
after opening of techno-commercial proposal. The bidders called for
presentation, but do not appear for presentation will be automatically
rejected.


The bidders who qualify the stage 1 and stage 2 shall be short
listed for opening of financial offer.




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                                                           Tender #     182




   18.Evaluation of financial offers
The financial offer shall be evaluated to arrive at the lowest price bid. For
this purpose all the bids will be compared on the basis of total quoted
price for the complete tender including all applicable taxes and duties. If
any bidder has not quoted the prices of any component of price schedule
of this document the same will be loaded as per the highest price received
under this bid for such component and the evaluation will be made
accordingly.
The bidders may note that AVVNL is not bound to accept lowest
financial offer.


   19.Clarification or modification of bids
In the course of evaluation and comparison of bids, AVVNL may ask
bidders individually for clarification, in writing. No change in the substance
of the bid shall be permitted except as required to confirm the correction
of any typographical error. AVVNL may modify Part-B of bid document
based on discussions and presentations made by shortlisted bidders short-
listed even after opening of Part-A.
   20.Revised Financial Offer
Before opening of original financial offer , AVVNL reserves the rights to
ask the bidders probably only to the shortlisted bidders to furnish revised
sealed financial offer, instead of opening the original financial offer, on
account of any changes (Technical or commercial) to be incorporated in
the specifications subsequent to the opening of part A and presentation.
Under such circumstances the original financial offer will not be considered
and will be super cede by the revised financial offer.
   21.Opening of part B bid
The date and time for opening Part-B Financial Offer will be intimated to
the bidders, short-listed by AVVNL in due course. Part-B bid of the
bidders, not short-listed shall not be opened and shall be returned to such
bidders. Short-listed bidders or their representatives may attend Part-B
bid opening.

While opening the financial offers of qualified and shortlisted bidders, the
discom will read out only the financial values of the bids that have been
opened. The financial values that will be read out aloud will be the over all
tender value and no other details will be declared at that time.

   22.Signing of agreement


The successful bidder will, on receipt of Letter of award from AVVNL enter
into a contract with AVVNL by jointly signing an agreement. The draft of
the agreement based on the terms sheet, detailed in Section-II and



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Section-III will be forwarded to the successful bidder for execution. The
agreement will be executed within fifteen days thereafter. The person to
sign the agreement must be duly authorized by the Bidding entities.
   23.Rejection of bids
The bid may be considered as rejected /non-responsive on
account of the any of following reasons:

      1. Any action on the part of the bidder to revise the rates/prices
          and modification in technical or commercial substance of
          original offer, at their own.
      2. Submission of any supplementary information unless &
          otherwise asked for at his own instance after the opening of the
          Bid may result in rejection of the Bid and also debar him from
          submission of Bid to the NIGAM at least for one year.
      3. The owner reserves the right to accept or reject any bid, and to
          cancel the bidding process and reject all bids at any time prior
          to award of contract, without thereby incurring any liability to
          the affected bidder or bidders or any obligation to inform the
          affected bidder or bidders of the grounds for the owner's action.
      4. In case of bidder not furnishing the desired information in the
          desired format the bid/offer may be rejected/non-responsive
      5. In case of loose / spiral-binded / tagged/ box-filed bid the bid
          /offer may be rejected /non-responsive
      6. In case of bidder not adhering to the format of financial offer
          given with this document the bid / offer may be rejected / non-
          responsive.
      7. In case of any foot note or explanatory statement in the
          financial offer the bid/offer may be rejected/non-responsive
      8. In case of any cover letter with financial offer comprising any
          supplementary statement or discount or any condition the bid /
          offer may be rejected / non-responsive
      9. In case of any calculation mistake in the price bid the bid / offer
          may be rejected / non-responsive
      10. In case of any miss apprehension at bidder level which
          consequent to wrong price bidding , AVVNL reserve the right to
          reject the bid or take necessary loading / unloading to arrive
          the correct price as per aspersion of AVVNL / tender
          specification. Accordingly the bidders are advised to ask to
          clarify about any mis-apprehension before bidding. No excuse
          shall be considered in this regard.
      11. The zero priced or null value price bid / bid component, offer
          may be rejected /non-responsive
   24.Signature of bidder
      1. The bid must contain the name, address and place of business
         of the person or persons making the bid and must be signed
         and sealed by the bidder under his usual signature. The



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        name(s) of all the persons signing should also be typed or
        printed below the signature.
   2.   Bid by a partnership must be furnished with full names of all
        partners and be signed with the partnership firm name,
        followed by the signature (s) and designation (s) of the
        authorized partner (s) or other authorized representative (s).
   3.   Bids by corporation/ company must be signed with the legal
        name of the corporation/ company by the President, Managing
        Director or by the Secretary or other person or persons
        authorized to bid on behalf of such corporation/ company in the
        matter.
   4.   A bid by a person who affixes to his signature the word
        'President', 'Managing Director' 'Secretary', 'Agent' or other
        designation without disclosing his principal will be liable to be
        summarily rejected.
   5.   Satisfactory evidence of authority of the person signing on
        behalf of the Bidder will be furnished with the bid.
   6.   The Bidder's name stated on the proposal must be exact legal
        name of the firm.
   7.   Erasures or other changes in the bid documents will bear the
        initials of the person signing the bid.
   8.   Bids not conforming to the above requirements of signing will
        be disqualified.
25.Understanding       and    clarifications    on   documents       and
   specifications

   1. The bidder is required to carefully examine the specifications
      and documents and fully inform himself as to all the conditions
      and terms matters which may in any way affect the Work or the
      cost thereof. If any Bidder finds discrepancies or omissions in
      the specifications and documents or is in doubt as to the true
      meaning of any part, he shall at once request in writing for an
      interpretation/clarification by the owner. The Owner, then, will
      issue interpretation and clarifications as he may think fit in
      writing. After receipt of such interpretations and clarifications,
      the Bidder may submit his bid but within the time and date as
      specified in the Invitation to Bid. All such interpretations and
      clarifications shall form a part of the specifications and
      documents, and accompany the bidder's proposal.
   2. Verbal clarifications and information given by the owner or his
      employee(s) or his representative(s) shall not in any way be
      binding on the owner.

26.Effect and validity of bid
   1. The submission of any bid connected with these documents and
        specification shall constitute an agreement that the bidder shall
        have no cause of action or claim, against the owner for


                        Page 23 of 256
                                                     Tender #     182




     rejection of his bid. The owner shall always be at liberty to
     reject or accept any bid or bids at his sole discretion and any
     such action will not be called into question and the bidder shall
     have no claim in that regard against the owner.
  2. The bids shall be valid for a minimum period of 120 days (One
     hundred twenty) days from the date of opening of bids or 60
     (Sixty) days from the date of opening of price bids whichever is
     later. Bids mentioning a shorter validity period than specified
     are likely to be summarily rejected / ignored.
  3. Owner may ask for extension in validity period. The bidder will
     be at liberty to accept it or not. In the event of non extension of
     the bid validity, the proposals will automatically be treated as
     withdrawn
27.Duties and taxes
  1. The work contract tax, Service Tax, Sales tax at concession
     rate of 4% (as applicable on the date of submission of bid) ,
     excise duty, local taxes, entry tax as applicable / levi able on
     the goods procured from outside Rajasthan, levies, and other
     liabilities of Government, if levi able in respect of the
     transaction between the owner and the contractor under the
     contract on the date of opening of bids (techno-commercial)
     shall be treated as included in the bid price and no additional
     payment on this account shall be paid by the Nigam.
  2. Any income tax, surcharge on income tax and other corporate
     taxes including work contract tax, service tax and entry tax as
     applicable/ levi able on the goods procured from outside
     Rajasthan as attracted under the law, shall be deducted at
     source, as per the prevailing Govt. rules by payment making
     authority from each bill. Necessary TDS certificate shall be
     issued by payment making authority.
  3. Ajmer Vidyut Vitran Nigam Limited is a registered dealer under
     Rajasthan Sales tax and Central Sales tax Act and is entitled to
     concessional rate of Central/State sales tax as per rules in
     force. In accordance to above, the prices of material indicated
     in B.S.R. (G-schedule) include sales tax at the concessional
     rate of 4% (as applicable on the date of submission of bid)and
     therefore for supply of material, the sales tax at actual subject
     to maximum of concessional rate of 4 (as applicable on the
     date of submission of bid)% shall only be payable. Necessary
     declaration Form ‗C‘ or prescribed certificate for availing
     supply of material on concessional sales tax shall be issued by
     the Nigam on completion of ordered work.
  4. Any statutory variation in existing rates of taxes /duties/
     levies/charges during currency of contract will be to Nigam‘
     account. However, for claiming any such statutory variation,
     the contractor is required to furnish the documentary evidence
     / proof in support of the same for scrutiny and approval. Any



                      Page 24 of 256
                                                       Tender #     182




         downward variation in above rates of taxes/duties/levies will
         have to be passed on to the Nigam.

   28.Policy for bids under consideration
Bids shall be deemed to be under consideration immediately after they
are opened and until such time official intimation of award/rejection is
made by the owner to the bidders. While the bids are under
consideration, bidders and/ or their representatives or other interested
parties are advised to refrain from contacting by any means, the owner
and/ or his employees/ representatives on matters related to the bids
under consideration, in the event of such happening the bidders proposal
may be declared as rejected irrespective of his selection or rejection on
the basis of tender conditions. The owner, if necessary, will obtain
clarifications on the bids by requesting for such information from any or
all the bidders, either in writing or through personal contact, as may be
necessary. Bidder will not be permitted to change the substance of the
bid after the bid has been opened.
   29.Quantities
The modules indicated in the accompanied schedules are only provisional.
Further AVVNL reserves the right to delete any module from scope of
work.

   30.Preliminary examination and evaluation


      1. The Owner will examine the bids to determine whether they are
         complete, whether any computational errors have been made,
         whether required sureties have been furnished, whether the
         documents have been properly signed, and whether the bids
         are generally in order.

      2. Prior to the detailed evaluation, the owner will determine the
         substantial responsiveness of each bid to the bidding
         document. For purpose of these clauses, a substantially
         responsive bid is one which conforms to all the terms and
         conditions of the bidding document without material deviations.
         A material deviation is one which affects in any way the prices,
         quality, quantity or delivery period of the equipment or which
         limits in any way to the responsibilities or liabilities of the
         bidder of any right of the owner as required in these
         specifications and documents. The Owner's determination of a
         bid's responsiveness shall be based on the contents of the bid
         itself without recourse to extrinsic evidence.

      3. A bid determined as not substantially responsive will be
         rejected by the owner and shall not subsequently be treated



                          Page 25 of 256
                                                     Tender #     182




     responsive by the bidder by correction of the non conformity by
     the bidder.

  4. The ―Price bids‖ of the bidders whose ―Techno- commercial bid‖
     found in order & responsive and meets, the qualification
     requirements as specified in the bidding documents, only shall
     be opened.

  5. Bid price shall mean the total price quoted by each bidder for
     complete tender in his proposal for the complete scope of
     works.

  6. The owner reserve the right to waive any minor infirmity or
     non- confirmity 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.

  7. The owner will evaluate and compare the bids previously
     determined        to be substantially responsive, pursuant to
     manner specified above, for complete tender. No bid will be
     considered if the complete requirements covered in the scope
     of work is not included in the bid.

31.Award of contract
  1. Notification of award of contract will be made in writing to the
     successful bidder(s) by the owner.

  2. The contract will be awarded to the best qualified and the
     substantially responsive bidder offering the lowest evaluated
     bid in conformity with requirements of these specifications and
     documents and the owner shall be the sole judge in this regard
     and subject to the provisions of these instructions to bidders
     and other terms and conditions detailed out in these documents
     and specifications. A responsive bid is one which accepts all
     terms and conditions of these specifications and documents
     without any major modifications. A major modification is one
     which affects in any way the prices, quality, quantity or delivery
     period of the equipment or which limits in any way the
     responsibilities or liabilities of the bidder or any rights of the
     owner as required in these specifications and documents.
     However, the owner may waive any minor formalities or
     irregularities in the bid.
32.General
  1. Purchase of a copy of this specification by the bidder is
     essential for the consideration of his bid. Only one bid will be
     accepted against each copy of the specification purchased. This



                       Page 26 of 256
                                                         Tender #     182




          specification is not transferable. The cost of specification will
          not be refunded under any circumstances.

      2. The bidder shall treat the details of the specification and other
         Bid documents as private and confidential and shall not
         reproduce without the written authorization of the NIGAM.

      3. The NIGAM does not bind itself to accept the lowest or any bid
         or any part of the bid and shall not assign any reason(s) for the
         rejection of any bid or a part thereof.

      4. The fact of submission of bid to the NIGAM shall be deemed to
         constitute an agreement between the bidder and NIGAM
         whereby such bid shall remain open for acceptance by the
         NIGAM and Bidder shall not have option to withdraw his offer,
         impair or derogate the same. If the Bidder is notified during the
         period of validity of bid that his bid is accepted by the NIGAM,
         he shall be bound by the terms of agreement constituted by his
         bid and such acceptance thereof by the NIGAM, until formal
         contract of the same bid has been executed between him and
         the NIGAM in replacement of such agreement.

      5. The successful bidder will have to execute the contract
         agreement for the proper fulfillment of the contract. In case of
         ambiguous or contradictory terms and conditions mentioned in
         the bid, interpretations as may be advantageous to AVVNL may
         be taken, if satisfactory clarification is not furnished within the
         prescribed period.

      6. AVVNL will not be responsible for any cost or expenses incurred
         by the bidder in connection with preparation or submission of
         bids.

      7. Telex, Telegraphic or Fax bids shall not be acceptable.

      8. AVVNL reserves the right to:
            a. Amend the scope of the proposed contract.
            b. Reject or accept any bid.
            c. Cancel the bid process and reject all applications.
            d. Vary the area.

AVVNL shall neither be liable for any action nor be under any obligation to
inform the bidders of the grounds for any of the above actions.




                          Page 27 of 256
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      7. SECTION – II: Terms & Conditions

                 AJMER VIDYUT VITRAN NIGAM LIMITED
                      TENDER SPECIFICATION NO. TN 182

       The terms and conditions of the contract shall prevail and shall be binding on
       the Agency and any change or variation expressed or impressed howsoever
       made shall be in operative unless expressly sanction by the AVVNL. The
       Bidder shall be deemed to have fully informed himself and to have specific
       knowledge of the provisions under terms and Conditions of this specification
       mentioned hereunder:

1.     DEFINITION OF TERMS:

1.1    In constructing these general conditions and the annexed specification, the
       following words shall have the meaning here in assigned to them unless there
       is anything in the subject of context in consistent with such construction.

1.1.1 The ―AVVNL‖ shall mean the AJMER VIDYUT VITRAN NIGAM LIMITED
      represented by Chairman/ Managing Director and shall include their legal
      personal representative, successors and assignees. The ―Customer‖ or
      ―Owner‖ or ―Purchaser‖ shall mean ―AVVNL‖.

1.1.2 The ―Tenderer‖/ ―Bidder‖ shall mean and include one or more persons or any
      firm or any company or body in corporate who has submitted the tender in
      response to ―Invitation of Tender‖.

1.1.3 The ―Agency‖/‖Vendor‖/ Contractor shall mean the tenderer who‘s tender has
      been accepted by the ―AVVNL‖ and shall include the tenderer heirs, legal
      representative, successors and assignees approved by the purchaser.

1.1.4 The ―Chairman/Managing Director‖ shall mean the Chairman/Managing
      Director, AVVNL, Ajmer.

1.1.5 The ―Engineer‖ shall mean the Chief Engineer, Dy. Chief Engineer,
      Superintending Engineer, Executive Engineer, Assistant Engineer, AVVNL,
      Ajmer or other Engineer or Officer for the time being or from time to time
      duly authorized and appointed in writing by the customer to act as engineer
      or Inspector for the purpose of the contract. In case where no such engineer
      has been so appointed, the word ―Engineer‖ shall mean the AVVNL or his duly
      authorized representative.

1.2     ―Works‖ mean and include the     work or works to be done by the contractor
       under the contract.

1.2.1 The ―Contract‖ shall mean and include the following:

       i)   Invitation of tender.



                                    Page 28 of 256
                                                                 Tender #     182




       ii)  Instructions to tenderers.
       iii) Tender form including schedule of prices
       iv)  Earnest Money Deposit
       v)   Letter of Intent and it‘s acknowledgement,
       vi)  Security Deposit/Guarantee.
       vii) Formal Work order,
       viii)Guaranteed Test Performance and Penalty,
       ix)  General Conditions of Contract,
       x)   Special Instructions,
       xi)  Site Conditions,
       xii) Specification, specific conditions, schedules and annexure.
       xiii)Addenda that may hereafter be issued by the purchaser to the
            contractor in the form of letter and covering letters and schedule of
            prices as agreed between the contractor and the purchaser.
       xiv) The agreements to be entered into under clause 17 of these General
            terms & Conditions.

1.2.2 The ―Specification‖ shall mean the specification (this complete Document);
      specific conditions annexed to the General Conditions, the contract schedule,
      and the annexure thereto, if any.

1.2.3 The consumer / customer management system is the system for consumers
      and prospective customers of the Discom

1.2.4 The Month shall mean, English calendar month i.e. period of 31/30 days and
      week shall mean a period of 7 days.

1.2.5 The ―Site‖ shall mean the place or places named in the contract and include,
      where applicable, the lands and buildings upon or in which the works are to
      be executed.

1.2.6 ―Letter of Intent‖ shall mean the customer‘s letter conveying his acceptance
      of the tender subject to such reservations as may have been stated therein.

1.2.7 The ―Contract Price shall mean the sum named in or calculated in accordance
      with the provisions of the contract purchase or any amendments thereto.

1.2.8 The termination of service line means, the location of electric main of
      AVVNL like pole, Junction box, running wire, pillar box or any other
      source from where the consumer‟s service line is emanated.

1.2.9 Formal work order shall mean the customer‘s letter which will be issued as
      detailed work order containing detailed terms and conditions of the work and
      such other particulars which the customer may like to convey to the
      contractor pending execution of a formal written agreement.

1.2.10 ―Writing‖ shall include any manuscript type written or printed statement
       under or over signature or seal as the case may be.

1.2.11 The Word ―Codes‖ shall mean the Indian Electricity Act/Electricity Supply act
       and Indian Electricity Rules and the rules made there under applicable in the



                                  Page 29 of 256
                                                                  Tender #      182




      State of Rajasthan on the date of letter of intent with such special
      modification thereof as may be specially stipulated by competent State
      Authorities i.e. Chief Electrical Inspector of Rajasthan.

1.2.12 Works importing ―PERSON‖ shall include firms, Companies, Corporations and
       other bodies whether incorporated or not.

1.2.13 Words importing the singular only shall also include the plural and vice
       version where the context requires.

1.2.14 Terms and expressions not herein defined shall have the same meaning as
       one assigned to them in the Indian Contract Act (Act IX of 1872) and falling
       that in the General Clause Act, 1897).

2.    CONTRACT PERIOD:

      The contract period shall be initially for three year, from the commencement
      and roll out of all modules, but may be extended upto next 2 years subject to
      performance of the agency. The performance of the agency will be reviewed
      half yearly (i.e. after completion of every six months). The contract for
      awarded work may be rescinded at any time after giving 3 months notice if
      the performance regarding achievement of the objective and scope of works
      as illustrated under part-III of Section-III of this specification is not found
      satisfactory [no compensation will be paid] or the agency breaches any of the
      terms and conditions, or the agency will be advised for improvement. After
      expiry of the contract the vendor shall transfer all infrastructure and database
      to AVVNL. The total contract period can not be more than 5 years.

2.1   HANDING OVER ON TERMINATION:

      The project is designed on BOOT (Built Operate Own &Transfer) basis. As
      such the vendor shall transfer all capital goods except the vehicles
      deployed to construct the system to AVVNL after expiry of contract at no
      cost. The agency will have to cooperate in handing back the facilities,
      including computer systems, peripherals, networking equipments, software
      legal licence, records, complete database and documents, latest source code
      with documentations, manuals etc in good working order to AVVNL after
      termination of agreement.

      Upon termination of the agreement, the agency‘s authority to act in the area
      shall immediately cease. In order to smoothen the handing over process and
      not hampering the work, AVVNL shall arrange to award the contract to other
      firm or may execute the work departmentally at-least 3 months before expiry
      of this contract, the agency/ Discoms staff may require to work along with the
      new agency for remaining period of contract to understand the process by
      new agency.

      Vehicle deployed for fault resolution will not be transferred after BOOT period.
      However the GPS based navigation and vehicle tracking system shall be
      transferred to AVVNL at no cost.




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3. SECURITY AND PERFORMANCE BANK GUARANTEE /DEPOSIT
3.1   SECURITY BANK GUARNTEE / DEPOSIT
       A Security Deposit/Guarantee equivalent to 2% (two percent) of contract
       value minus the amount of earnest money deposited, (only if the bidder has
       deposited EMD in cash) within 15 days of receipt of work order, in cash or
       by crossed Bank Draft or by way of Bank Guarantee from any scheduled
       Bank in the prescribed Performa (In case, vendor furnishes the BG instead
       of cash deposit the amount of earnest money will be refunded) on a
       Rajasthan State Non judicial stamp paper of Rs. 100.00 duly authenticated
       by the issuing Banker.

       This Bank Guarantee is to remain valid for a period of 18 months with
       further six months grace period to lodge in claims from the date of award of
       contract in the first instance and may have to be extended if desired. These
       banks guarantees shall be released after lapse of 6 months from complete
       successful installation and training which is ever is later and clearances of
       dues if any.

3.2   PERFORMANCE DEPOSIT/GUARANTEE
       A performance deposit / Guarantee equivalent to 10 % of contract value
       shall be deposited by the successful bidder either in cash/ DD with the
       Accounts Officer (EA & Cash) AVVNL, Ajmer or in the form of Bank
       Guarantee from scheduled Bank on non-judicial stamp papers of
       appropriate value as intimated by AVVNL in the prescribed format
       addressed to the Superintending Engineer [TW], AVVNL, for satisfactory
       work performance within 15 days of receipt of the Detailed Purchase Order.
       This Bank Guarantee (Performance Bank Guarantee) shall remain valid for a
       period of 4 years from the date of commencement of contract and may
       have to be extended if desired by the purchaser.

       It would be preferred that the vendor furnishes the requisite bank
       guarantee for 4 years period at first instance but if the vendor furnishes the
       BG for less period (not less than 18 months at first instance) at first
       instance it will be the sole duty of vendor to get the BG extended well in
       time to maintain its validity as necessitated by the conditions of the
       purchaser. AVVNL may invoke the BG without giving any information if
       validity of BG expires before 4 years.

3.3   The above BGs are to be furnished in whole Rupees with validity up-to last day
      of required calendar month. Bank commission charges or any other charges, if
      any, shall be on to the vendor‘s account.

3.4   The Bank guarantee must be from any Scheduled Bank in the prescribed
      performa (Annexure-14) acceptable to the owner on a Rajasthan State Non
      Judicial Stamp paper of Rs.100/- duly authenticated by a first class Magistrate
      or Notary Public or directly confirmed by the issuing Banker.
3.5   Unless otherwise specifically required to be retained / forfeited by the NIGAM,
      the security deposit shall be refundable on request of the contractor after
      three months on completion of the entire work to the satisfaction of the
      NIGAM.



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3.6   If the contractor fails or neglect to observe or perform any of his obligation
      under the contract, it will be lawful for the NIGAM to forfeit either in whole or
      in part at his absolute discretion, the Security deposit furnished by the
      contractor.
3.7   If the contractor fails to provide the Security within the period specified, such
      failure shall constitute a breach of the Contract and the NIGAM shall be
      entitled to make other arrangements at the risk and expenses of the
      contractor and the Earnest money deposited by the bidder shall stand forfeited
      by the NIGAM.

4     CONTRACTOR TO INFORM HIMSELF FULLY

         The Contract shall be considered to have come into force from the date of
         the issue of Letter of Intent / Letter of Award. The contractor shall be
         deemed to have carefully examined the General Conditions, specifications,
         schedules and drawings also to have satisfied himself as the nature and
         character of the work to be executed and where necessary, of the site
         conditions and other relevant matters and details. Any information thus
         had or otherwise obtained from the owner or the Engineer shall not be in
         any way relieve the contractor from his responsibility for the supplying of
         the plant and equipment and executing the work in terms of the contract
         including all details and incidental works and supply all accessories or
         apparatus which may not have been specifically mentioned in the contract
         but necessary for ensuring complete erection and safe and efficient
         working of the plant and equipment if he has any doubt as to the meaning
         of any portion of the general and any special conditions of contract and
         specifications, he shall before offering his bid proposal, set- forth the
         particulars thereof and submit them to the Engineer in writing in order that
         such doubt, misunderstanding, misconceptions, whatsoever could be
         allied.

5     CONTRACT DOCUMENTS AND AGREEMENTS

         The order placed under this specification shall be governed by the terms
         and conditions as incorporated in this Specification and as given in the
         detailed work order and its annexure(s). The terms and conditions as
         specified in this section if differ from the terms indicated in the detailed
         work order and its annexure(s) the latter shall prevail. The contract shall
         for all purposes be construed according to the Laws of India and subject to
         jurisdiction of Rajasthan Courts only. For the due fulfilment of the contract,
         the contractor shall execute an agreement in the prescribed form on
         Rajasthan State Non- judicial stamp paper bearing stamp duty as
         applicable. The expenses of completing and stamping the contract
         agreement shall be borne by the Contractor. Such agreement shall be
         executed and signed by the competent authority of the contractor on each
         page thereof. The original copy is only to be executed on the stamp paper.
         The remaining two copies may be executed on simple paper. Such
         complete agreement form along-with the contract documents together
         with a 'Power of Attorney" in favour of the Executants shall be required to
         be returned to the owner within a period of 15 days from the receipt of



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       order duly signed on each page. One copy of the executed agreement duly
       signed by the purchaser/owner shall be sent to the supplier for his
       reference. The contract documents shall mean and include the following:

                        1   Contract agreement along with letter of intent.
                        2   Work order and its Annexure.
                        3   Complete specifications.
                        4   Bid proposal form and its schedules including price
                            schedule and completion schedule
                        5   Power of Attorney in favour of the signatory on non-
                            judicial stamp paper of Rs.100/- or as per applicable.

6   CHANGE OF QUANTITY

    The owner reserves the right to delete any module from the scope as
    specified in the accompanying technical specifications, at the time of award of
    contract or during the execution of the contract. It is intimated that all the
    consumers under the Sub-Divisions of the circles included in this specification
    are to be handled by the agency. In case any module is deleted from the
    scope of work, the value of contract will be reduced accordingly.

7   RULES & REGULATIONS:

    The job shall be carried out as per the rules, regulations and other details for
    Consumer services/ satisfaction / complaint handling as prevailing in AVVNL,
    which shall be made available to the agency. These rules and regulations may
    be modified by AVVNL from time to time and would be intimated to the
    Agency for incorporating the same.

    The Agency will also follow the labour regulations and the directions of
    Government and other authorities enforcing the regulations and comply with
    any other relevant legislation in force from time to time.

8   DEDUCTION FROM CONTRACT PRICE

    All costs, damages or expenses which the owner may have paid, for which
    under the contract the contractor is liable, will be claimed by the owner. All
    such claims shall be billed by the owner to the contractor regularly as and
    when they fall due. Such bills shall be supported by appropriate and certified
    vouchers or explanations, to enable the contractor to properly identify such
    claims. Such claims shall be paid by the contractor within fifteen (15) days of
    the receipt of the corresponding bills and if not paid by the contractor within
    the said period, the owner may then deduct the amount, from any payment
    due or becoming due by him to the contractor under the contract or may be
    recovered by actions of law or otherwise, if the contractor fails to satisfy the
    owner of such claims

9   COMPLIANCE OF LABOUR LAGISLATION

    The tenderer shall discharge their liability of employer/ contractor in respect
    of personnel to be engaged for service, as said out in EPF and MP Act, 1952
    ESI Act, 1948 (in ESI implemented area), workmen‘s compensation act, 1923



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     (in non ESI implemented area) contract labour (R&A) Act, 1970, Payment of
     Wages Act, 1936, Minimum Wags Act, 1948 etc. The tenderer is required to
     get separate code under the provision of EPF and ESI Acts, if not already
     taken and deposit the employer‘s contribution along with employee
     subscription, as per rule and submit copy of challans at the time of claiming
     payments as per clause 31, failing which an amount equivalent to employer‘s
     contribution and employees shall be deducted from his each bill and deposited
     with the concerned authorities. The tenderer shall be solely responsible for
     any consequences arising out of breach of any legislation.

10   SAFETY OF SYSTEM

     The Agency shall be fully responsible for operation and maintenance of
     hardware, software, documents, data and other documents and records
     handed over to it and developed later. These documents and records shall be
     maintained in updated condition and handed over back to AVVNL in good
     working order on completion of the contract or time to time as per scope of
     works as and when required by the AVVNL. Agency shall make well to AVVNL
     any loss suffered by it due to default of the agency in this respect.

11   INSURANCE

      I. The agency at his cost shall arrange, secure and maintain all insurance
         as may be pertinent to the works and obligatory in terms of law to
         protect its interest and interest of the AVVNL against all perils detailed
         herein. The form and the limit of such insurance as defined herein
         together with the under-writer in each case shall be acceptable to the
         AVVNL. However, irrespective of such acceptance, the responsibility to
         maintain adequate insurance coverage at all time during the period of
         contract shall be of agency alone. The agency‘s failure in this regard
         shall not relieve him of any of his contractual responsibilities and
         obligations. The insurance covers to be taken by the agency shall be in a
         joint name of the AVVNL and the agency. The agency shall, however, be
         authorized to deal directly with Insurance Company or companies and
         shall be responsible in regard to maintain of all insurance covers.
         Further the insurance should be in freely convertible currency.

      II. The agency shall obtain accident liability insurance for its employees for
          payment of compensation on account of injury, fatal or otherwise due to
          accident during course of operation carried out by him for the purpose of
          complying with his contractual obligations thereof. It shall indemnify
          AVVNL against any claim from such employees or damage to property
          what- so- ever while these arise out of or in consequences of the
          execution of works, operation and all activities to be performed till the
          successful completion of contract shall be to the account of the agency.
          The agency shall be responsible for preference of all claims and make
          good the damages or loss by way of repairs and/or replacement of the
          equipment, damaged or lost. The transfer to title shall not in any way
          relieve the agency of the above responsibilities during the period of
          contract. The agency shall provide the AVVNL with copy of all insurance
          policies and documents taken out by him in pursuance of the contract.



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       Such copies of documents shall be submitted to the AVVNL immediately
       after such insurance coverage. The agency shall also inform the AVVNL
       in writing at least sixty (60) days in advance regarding the
       expiry/cancellation and/or change in any of such documents and ensure
       revalidation, renewal etc., as may be necessary well in time. All costs on
       account of insurance liabilities covered under the contract will be on
       agency‘s account.

 III. The Clause entitled ‗Insurance‘ under this section covers the additional
      insurance requirements for the portion of the works to be performed at
      the site.

 IV. The contractor shall take necessary insurance against loss, damage,
     theft, pilferage, fire, accident and damages during transit from stores to
     site for all the materials/good either belonging to him or issued to him
     by the NIGAM for the purpose of execution of work. The insurance shall
     also cover for loss, damage, accidents occasioned by the contractor in
     the course of operation carried out by him for the purpose of complying
     with his contractual obligations thereof. The insurance shall cover the
     entire cost of materials.

  V.     The agency shall take necessary insurance against loss, damage, fire,
       accidents and damages occasioned by the agency in the course of
       operation carried out by him for the purpose of complying with his
       contractual obligations thereof.

 VI. The insurance as per this specification shall be in the joint names of the
     AVVNL and the agency so that the AVVNL and the agency are covered
     for the entire period of contract from the commencement of the contract
     and shall remain valid up to 30 days from the date of handing over all
     the works completed in all respects to AVVNL.

VII.     It will be the responsibility of the agency to lodge, pursue and settle all
       claims (for all the equipment and cash collected including            items
       provided by AVVNL) with the insurance company in case of any damage,
       loss, or fire and the AVVNL shall be kept informed about it. The losses, if
       any, will have to be borne by the agency if the claims are not lodged
       and pursued properly in time or if the insurance company does not settle
       the same.

VIII. The agency shall replace the lost/-damaged materials promptly
      irrespective of settlement of the claims by the underwriters and ensure
      the work progresses as per the agreed schedule(s).

 IX.   The agency shall also ensure the following: -
i)   Deductible franchise should be minimum as per insurance rules. In case
     of any loss to the extent of deductible franchise, the same shall be borne
     by the agency.
ii)  The insurance should be valid from the date of start of work and shall
     remain valid up to 30 days from the date of handing over of the work to
     the concerned Superintending Engineer (O&M).



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       iii)   Insurance policy shall be in joint name of Ajmer Vidyut Vitaran Nigam
              Limited and agency.
       iv)    The agency shall furnish computerized and stamped insurance policy.
              Insurance cover shall not be acceptable.
       v)     A copy of insurance policy shall invariably be furnished to the SE (TW)
              Ajmer Vidyut Vitaran Nigam Limited, Ajmer.

12     THIRD PARTY INSURANCE

        The agency shall if and so far as the contract provides indemnify the AVVNL
       against all losses and claims in respect of injury or damage to property what-
       so- ever while these arise out of or in consequences of the execution of works
       and against all claims proceedings, damages, costs, charges, expenses what-
       so- ever in respect of or in relation thereto. Accordingly the agency shall
       before commencement of execution of the works insure against his liability for
       material or physical damage, loss or injury which may occur to property
       including that of the AVVNL, or to any person including any employee of the
       AVVNL, by or arising.

13     REMEDY ON AGENCYS FAILURE TO INSURANCE: If the Agency shall fail
       to effect and keep in force insurance referred to in clause 11 hereof or any
       other insurance which he may be required to effect under the terms of
       contract then the AVVNL may effect and keep in force any such insurance and
       pay such premium(s) as may be necessary for that purpose and from time to
       time deduct the amount so paid by the AVVNL as aforesaid from any money
       due or which may become due to the Agency or recover the same as debt
       from the Agency.

14     LIABILITY FOR ACCIDENTS AND DAMAGES

i)     The Agency shall be liable for and shall indemnify the AVVNL in respect of all
       injury to public person, vendor‘s worker /staff or damage to property
       resulting from the negligence of the Agency or his workman or from defective
       work but not from any other cause.

ii)    Provided that the Agency shall not be liable for any loss or profit or loss of
       Contract or any other claim made against the AVVNL not already provided for
       in the contract, not for any injury or damage caused by or arising from the
       acts of the AVVNL or of any other person or due to circumstances over which
       the agency has no control, not shall his total liability for loss, damage or
       injury under this clause exceed the total value of the Contract.

iii)   The Agency will indemnify and save harmless the AVVNL against all actions,
       suits, claims, demands, costs, or expenses arising in connection with injuries
       (other than such as may be attributable to the AVVNL or his employees)
       suffered prior to the date when the work shall have been taken over hereof by
       persons employed by the agency on the work, whether at common law or
       under the workman's compensation Act-1923 or any other statute in force at
       the date of contract relating to the question of the liability of employees for
       injuries suffered by employees and will if called upon to do so take out the
       necessary policy or policies of insurances to over such indemnity.



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iv)    The agency shall insure against such liabilities with an insurer approved by
       the Engineer and shall continue such insurance, during the whole of the time
       that any person(s) are employed by him on the works and shall when
       required produce to the Chief Engineer (O&M- II), Ajmer and concerned
       Superintending Engineer (O&M) such policy of insurance and the receipt for
       payment of the current premium

14.1   Grafts and commissions etc

       Any graft, commission, gift or advantage given, promised or offered by or on
       behalf of the contractor or his partner, agent, officers, director, employee or
       servant or any one on his or their behalf in relation to the obtaining or to the
       execution of this or any other contract with the owner, shall be, in addition to
       any criminal liability which it may incur, subject of any loss or damage to the
       owner resulting from any cancellation. The owner shall then be entitled to
       deduct the amount so payable from any moneys otherwise due to the
       contractor under the contract.


15     MAINTENANCE OF FACILITIES AND PERSONNEL

        FACILITY: The Agency shall maintain all requisite facilities of its own as
       required to carryout the work as per the specification.

       The Agency shall provide and maintain a controlling office with requisite
       infrastructure at Ajmer and Udaipur with proper staff, & facilities shall remain
       open at all reasonable hours to receive communications.

       The agency shall also maintain communication equipments like telephone with
       fax, mobile phone, Internet etc. for interaction with AVVNL and others.

       The agency will be required to take mobile connections under CUG scheme of
       AVVNL. Currently AVVNL has taken mobile connections under CUG from
       BSNL. The cost incurred on taking the mobile phone instruments,
       connections, recurring expenses will be borne by the agency. AVVNL will
       facilitate in providing the mobile connections under its CUG scheme.

       In the current scheme of CUG from BSNL, there is no call cost if the call is
       made to the Mobile under AVVNL‘s CUG connection.

       Person in-charge or an alternate shall be available for communication during
       all business hours.

       Agency shall not change the office in charge / nodal officer, frequently.

       The agency will furnish documents regarding the experience of the key
       personnel proposed to be employed by him. AVVNL has right to verify the
       above at any time.

       Agency shall issue identification cards to all its personnel engaged in the work
       under the contract. The identification card along with name and logo of the


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       agency duly signed by Officer- In-Charge of the agency accompanied by Bio-
       Data and photograph of the concerned personnel will be forwarded to the
       concerned circle Superintending Engineer for countersigning these
       identification cards. Superintending Engineer will return the same to the
       agency for distribution to the concerned personnel. The identification cards
       shall be handed over to the concerned Superintending Engineer after the
       completion of work under the contract.

(i)    NODAL OFFICER: To interact between the Supervisory officer and agency,
       The Superintending Engineer (TW) will act as a Nodal Officer. Similarly, the
       agency shall communicate the name of the authorized person(s) for each
       circle that would act as a Nodal Officer(s) from their side.

(ii)   SUPERVISORY OFFICERS: The SE (Ajmer City) for Ajmer city and SE
       (Udaipur) for Udaipur city will be the supervisory officers for execution of the
       contract and they shall be authorised to inspect the work carried out by the
       agency.

16     NOTIFICATION

       AVVNL shall complete formalities towards due notifications to all parties
       involved in customer information services from concerned circle
       Superintending Engineer (O&M) and the authority of the Agency to act on
       behalf of AVVNL.

17     CONTRACT AGREEMENT
       The agency will have to enter into an agreement with AVVNL to be known as
       ―Contract Agreement‖ setting out all terms, and conditions including those
       mentioned in this terms & conditions for the proposed work.
       The agreement shall set out specific events of default that will entitle the
       innocent party to terminate the agreement. The party committing an event of
       default, which is capable of being remedied, will be given a reasonable
       opportunity to remedy the default.
       The agreement can however be otherwise terminated by either party by
       giving six-month notice and on terms to be mutually agreed which may
       include payment of suitable compensation for losses suffered by the other
       party due to such termination. These terms shall be included in the Contract
       Agreement.
       Agency shall indemnify AVVNL against any claims, demands, costs and
       expenses whatsoever which may be made against it, because of failure of the
       Agency or its representatives in the performance of their duties and
       negligence, any accident or injury to any person.

18     FALL BACK ARRANGMENT

       In the event of failure of the agency to fulfill its obligations, duties and
       responsibilities as per the agreement terms, AVVNL shall interalia have the
       right, at any time to resort to fall back arrangement. Under this plan, AVVNL
       shall take charge of all facilities and systems whether in operation or under
       execution after giving suitable notice as provided in the agreement and can
       recover from the security deposit the losses suffered due to such failure. If



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     the security deposit is insufficient, the Agency shall pay the difference to
     AVVNL failing which AVVNL shall have right to recover the sum through legal
     or other means.
     The AVVNL shall have the right in such circumstances to manage the system
     itself after taking charge of the facilities as above or through any other
     agency as it may deem fit and no claim of Agency for compensation in this
     respect shall be entered. This provision shall be made in the agreement.

19   GOVERNING LAWS AND JURISDICTION

     The Indian Law shall govern the agreement. Only appropriate courts in Ajmer
     shall have exclusive Court Jurisdiction to deal with any matter arising out of
     or relating to the agreement or otherwise.


20   JURISDICTION FOR LEGAL PROCEEDINGS

     The contract shall be governed by the laws of India for the time being in force
     and be subject to the court of competent jurisdiction at Ajmer CITY
     (RAJASTHAN) INDIA. All disputes, differences questions whatsoever arising
     between the AVVNL and the agency upon or in relation to or in connection
     with the contracts shall be deemed to have arisen at Ajmer CITY only and no
     court other than court at Ajmer, Rajasthan shall have jurisdiction to entertain
     or try the same.

21   SETTLEMENT OF DISPUTES

     In any time any question, dispute or difference what so ever which may arise
     between the AVVNL and the agency, the same shall be decided by the MD,
     AVVNL, Ajmer or by the settlement committee constituted by him and shall be
     final and binding on both the parties.

     The AVVNL has constituted settlement committee to settle the disputed cases.
     For the disputed amount up to Rs. 2.5 Lac the case may be referred to the CE
     level settlement committee and if the disputed amount is more than Rs.2.5
     Lac the case shall be referred to the corporate level settlement committee.
     The non refundable fees for referring the case to the settlement committee
     are as given below or prescribed time to time:

     i)     Reference fee for CE level settlement committee - Rs.300/-
     ii)    Reference fee for corporate level settlement committee-Rs.3000/-
     iii)   Fee for review of cases by corporate level settlement committee- Rs
            5000/-
            The settlement committee fees as shown above or prevailing at that
            time shall be deposited in cash with the AO (EA & Cash).

22   CONDUCT OF AGENCY‟S STAFF

     If any of the Agency‘s employees shall in the opinion of AVVNL is guilty of any
     misconduct or incompetence or negligence, then if so directed by AVVNL, the
     Agency shall at once remove such employee and replace him by a qualified



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     and competent substitute. It is clarified that all the persons including the
     field persons deployed by the vendor for entire Customer Management
     system including the driver of vehicle shall be in uniform (will be prescribed
     by AVVNL) with badge & shall have identify card to be issued by AVVNL on
     agency‘s recommendation. The agency shall submit / intimate all records of
     the field staff to nearest police station and acknowledgement thereof to
     AVVNL, to avoid any mis-happenings, the I-card will be issued only after
     furnishing a list of persons duly acknowledge by the police station.


23   LIEN

     In case of any lien or claim pertaining to the work and responsibility of the
     agency for which AVVNL might become liable, it shall have right to recover
     such claim amount from the agency.

24   TENDER FORMS AND ACCEPTANCE OF TENDER

     Each tenderer must prepare and submit his tender strictly according to the
     procedure laid down in the instructions to tenderer annexed herewith. The
     tenderer may if he deemed it essential submit in the envelope with his tender
     short and concise memorandum or any letter accompanying the tender as to
     form part of the tender. Any tenderer wishing to submit descriptive matter for
     consideration must enclose it in a separate envelope marked and addressed in
     the same manner as the tender with the addition of the word ―descriptive
     matter‖.

     The purchaser is not bound to accept the lowest tender or any tender or
     assign any reason for the rejection of a tender. The purchaser also reserves
     the right to either call for fresh tenders or to accept either the whole or a part
     of tender or to place orders for any increased or decreased quantity on the
     basis prices quoted.

25   FORCE MAJEURE CONDITIONS

     If at any time during the currency of the contract the performance in whole or
     in part be prevented or delayed by reason of any war hostility acts of public
     enemy, civil commotion, sabotage, fire floods, explosion, epidemics,
     quarantine restrictions, strikes, lockouts or acts of God (hereinafter referred
     to as Events) then provided Notice and adequate proof of the
     production/dispatch having suffered on account of these events is given
     within 21 days from the date of occurrence thereof the provision of penalty
     Clause of this specification shall not be invoked by the purchaser provided
     further that the deliveries under the contract shall be resumed, as soon as
     practicable after such event (s) has ceased to exist and the decision of the
     purchaser as to whether the deliveries have been so resumed or not shall be
     final and conclusive provided further that in case the strike/lockout prolongs
     beyond a period of seven days, the supplier shall immediately inform about to
     the purchaser in which case the purchaser reserves the right to procure the
     material equipment on order or part thereof from any other source at the risk
     and cost of the supplier. SE (TW) / SE (Ajmer City) will have the powers to



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           decide the occurrences of such events for providing relaxations in the work
           conditions and penalties due to delay in or not adhering the service levels by
           the agency.

           SE (TW) / SE (Ajmer City) will consult the concerned authorities to decide the
           occurrence of such events.

      26   CONTRACTOR‟S DEFAULT

 I.        If the contractor shall neglect to execute the works with the diligence and
           expedition or shall refuse or neglect to comply with any reasonable orders
           given to him, in writing by the nodal officer/ representative of Discom in
           connection with the works or shall contravenes the provisions of the contract,
           the owner may give notice in writing to the contractor make good the failure,
           neglect or contravention complained of. Should the contractor fail to comply
           with the notice within thirty (30) days from the date of service thereof, then
           and in such case the owner shall be at liberty to employ other workmen and
           forthwith execute such part of the works as the contractor may have
           neglected to do or if the owner shall think fit, it shall be lawful for him without
           prejudice to any other right he may have under the contract, to take the
           works wholly or in part out of the contractor's hands and re - contract with
           any other person or persons complete the works or any part thereof and in
           that event the owner shall have free use of all contractor's equipment that
           may have been at the time on the site in connection with the works without
           being responsible to the contractor over the same, and the owner shall be
           entitled to retain and apply any balance which may be necessary, the
           payment of the cost of executing the said part of the works or of completing
           the works as the case may be. If the cost of completing the works or
           executing a part thereof as aforesaid shall exceed the balance due to the
           contractor, the contractor shall pay such excess. Such payment of excess
           amount shall be independent of the liquidated damages for delay, which the
           contractor shall have to pay if the completion of works is delayed.
II.        In addition, such action by the owner as aforesaid shall not relieve the
           contractor of his liability to pay liquidated damages for delay in completion of
           works .The termination of the contract under this clause shall not entitle the
           contractor to reduce the value of the performance bank guarantee nor the
           time thereof. The performance guarantee shall be valid for the full value and
           for the full period of the contract including guarantee period.

      27   COMPLETENESS OF CONTRACT

           The equipment shall be complete in every respect with all mountings, fittings,
           fixtures and standard accessories normally supplied with such equipment
           even though not specifically detailed in the specification unless included in the
           list of excluded items. The contractor shall not be eligible for any extra
           payment in respect of such mounting, fittings, fixtures and standard
           accessories etc. Which are needed for the safe operation of the equipment as
           required by applicable codes only as per contract, through and they may not
           have been included specifically in the contract.

      28   INSPECTIONS AND TESTING



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       The following clauses shall be applicable as per the requirement of this tender

  I.   All the computer hardware and other system which will be installed and
       purchased to start the functioning of the call center including the complaint
       vehicles (hired/purchase) shall be pre installation inspection by AVVNL.
       Before commencement of operation of call center module, clearance
       from AVVNL is required. The agency will have to request AVVNL in
       writing for inspection and testing.

 II.   The designated officer/ representative of Discom shall on giving seven days,
       notice in writing to the contractor setting out any grounds of objections which
       he may have in respect of the work, be at liberty to reject any drawing and all
       or any plant, or workmanship connected with such work which in his opinion
       are not in accordance with the contract or are in his opinion defective for any
       reason whatsoever.

III.   The tenderer shall state in his tender the places of manufacture testing and
       inspection of various equipments offered by him. Unless specifically provided
       otherwise all tests shall be made at the contractor‘s works before shipment

IV.    The vendor shall intimate at least 15 days in advance through notice(s) about
       the readiness of material for dispatch commensurate with specific delivery
       schedule so as to enable the purchaser to depute his representative for
       inspection testing and checking of the material/equipment. For this purpose
       the date of receipt of the letter in the office of the purchasing authority shall
       be deemed as the date of call for inspection and not the date mentioned in
       the letter and the date of dispatch. In case, material/equipment is not found
       ready by the representative of the purchaser deputed for inspection to with
       tolerance of (-) 10% or if the inspection is not got carried out by any, the
       extent of the quantity indicated in the inspection call reasons on account of
       the supplier an amount of Rs.1500/- only for the supplier‘s work located in
       Rajasthan and an amount of Rs.5000/- only for the Supplier‘s works located
       outside Rajasthan will become payable by the supplier on this account to the
       Accounts Officer (EA & Cash), AVVNL, Ajmer. The supplier will deposit the
       amount with the Account Officer (EA & Cash), AVVNL, and Ajmer immediately
       under intimation to this purchasing authority, failing which the subsequent
       call for inspection shall not be entertained.

 V.    In all cases where the contract provides for tests, whether at the premises of
       works of the contractor of any sub or contractor, test at site the contract or
       except where otherwise specified shall provide free of charge of the
       purchaser, such lab our, materials electricity fuel water, stores apparatus and
       instruments as may reasonably be demanded to carry out efficiently such
       tests of the plant, in accordance with the contract and shall give facilities to
       the engineer of his authorized representative to accomplish such testing.

VI.    The purchaser reserve to him the right of having any inspection of special test
       of a reasonable nature at contracts premises or at sites in addition to those
       prescribed in applicable standards and the enclosed technical specification.

VII.   The vendor shall also furnish the latest calibration certificate of the testing
       instruments/equipment used for the testing of the materials/equipments as



                                    Page 42 of 256
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        covered in the purchase order, to the inspecting officer. The supplier from
        time to time from the manufacture of the testing instruments should be
        calibrated the testing instruments/machines or any Govt. recognized testing
        laboratory. The calibration certificate should not in any case, be older than
        one year at the time of presenting the same to the Inspecting Officer. In case
        however, the supplier fails to comply with the conditions as aforesaid, a
        certificate in writing of the inspector/representative of the purchaser that the
        supplier has failed to provide the facilities shall be conclusive.

VIII.   Unless the inspection is specifically waived no material shall be dispatched
        without inspection and clearance for dispatch by the purchase‘s
        representative.

 IX.    The purchaser reserves the right to reject all or any part of the material being
        manufactured of awaiting dispatch, due to any defect or deviations from the
        standard specifications prescribed as observed during the Inspection. In case
        of any dispute/difference in this regard the decision of the purchaser shall be
        final and binding.

  X.    The purchaser also reserves the right to get the material/equipment tested in
        any recognized Government Laboratory & claiming any compensation or
        rejecting the material/equipment, if not found in accordance with the
        specification.  All    charges     consequent    to    such   rejection  and
        replacement/rectification shall be borne by the supplier.

   29   TEST DOCUMENTATION: The following test documents will be submitted by
        the successful bidder within 15 days from the date of LOI
        i)   System Test Plan
        ii)  Site Acceptance Test Procedures


        The System Test Plan shall describe the overall testing program for the
        Software, including the site acceptance test and field performance test. The
        system test plan shall also include the detailed manual / SRS of the software.
   30   TEST PROCEDURE

        Site Acceptance Test Procedures: The Contractor shall submit for review
        and approval Site Acceptance Test Procedures. These procedures shall verify
        that (i) all hardware and software perform as required; and (ii) the System
        performs satisfactorily under real operating conditions. These procedures shall
        be based on Acceptance Test Procedures. The following minimum
        functionalities shall be checked during the SAT only after passing the same
        the commencement of actual work shall be allowed.

              Generation of various system reports through software
              Features of GPS based vehicle and person tracking system
              Web enabled of system with various monitoring features to be made
               available for public/ AVVNL.
              System monitoring features and mode of inspection
              Various feature, walkthrough & functionalities of softwares
              The networking components are working as per the desired outcomes




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       AS-BUILT DOCUMENTATION AND SOFTWARE: The Contractor shall
       provide the following as-built documentation and software for the SOFTWARE:
            Final system documentation
            Final Software

       Final System Documentation: The Contractor shall submit the final "as-
       built" System documentation for review and approval. This documentation
       shall include all deliverable documentation revised to reflect the as-built
       System. Any errors in or modifications to the System resulting from the
       Factory Acceptance Tests, the Site Acceptance Tests or from previous
       engineering changes, contract changes, or errors and omissions shall be
       incorporated in this documentation. All other previously submitted documents
       which have been changed shall be resubmitted for approval. The Contractor
       shall update incorrect custom documentation, if requested by AVVNL, even
       after system acceptance.

31     SALES-TAX / Service Tax : The payment of State Sales tax / Service
       tax/Central Sales tax / Service tax shall be made only on furnishing the
       following certificate, which may be affixed on the bills preferred, or the
       material Supplied.

       SALE TAX / SERVICE TAX CERTIFICATE
i)     Certified that the goods on which sales tax / Service tax / Service tax has
       been charged have not been exempted under the central sales-tax act / state
       sales-tax act / Central Excise Tax act and that the charges on account of
       sales-tax on these goods are correct under the provisions of the relevant act
       or the rules made there under and that in case of supplies against regular
       contract, the relevant contractor also includes a specific provisions that the
       sales-tax is payable by the A.V.V.N.L.
ii)    Certified further that we------------------are registered as dealers in the state
       of-----------under registration No.----------------------for the purpose of
       Central/State Sales-Tax/ Central Excise Tax.
iii)   Certificate for RST as per Rajasthan Sales tax / Service tax Act and (c)
       form(s) as per Central Sales-Tax Act will be issued by the Account Officer
       (Proc.1), AVVNL, Ajmer to the supplier on his request on completion of the
       entire supplies under order and on furnishing the copies of the relevant
       invoices together with the above declaration certificate.
iv)    In no circumstances certificate for RST and ―C‖ form shall be issued along
       with letter of acceptance/purchase order and shall not be demanded by the
       supplier through bank on presentation of the dispatch documents.
v)     In case the      sales-tax assessment of the supplier(s) become due become
       completing the entire supplies against the order, certificate for RST and C
       Form (s) for the supplies made shall be issued on specific request of the
       supplier made at least 10 days before the due date of sales-tax assessment
       on fulfilling the requirement of sub Clause(s)

32     MODE OF PAYMENT

       The invoices shall be correctly prepared in quadruplicate in the name of
       consignee(s)/ designated officer and shall be submitted as under:




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  I.   The agency shall furnish the monthly bills for operation of all 3 modules to the
       Supervisory officer by 7th of each month for the work carried out during the
       last month, who after verification the same will send to A.O (CPC). The
       payment shall be paid on or within 30th days from the date of receipt of
       verified invoices in accounts section / or as per the prevailing payment policy
       in AVVNL.

 II.   The A.O. after receiving the verified bills from the officer designated, will
       arrange the payment accordingly.

III.   Following documents shall be submitted along with the invoice

          a. A certificate/undertaking to the effect that proof of excise duty/
             Service charges at actual as has been claimed and other relevant
             documents for reimbursement of charges paid by the supplier on
             behalf of the purchase, have been enclosed with the original invoice.

          b. Manufacturer‘s /Contractor guarantee certificate for quality (one time
             only).

          c. Acceptance letter of contract agreement, BGs and clearance from SE
             (TW) about commencement of payment (one time only).

  33   TERMS OF PAYMENT

       The terms of payment for various items as mentioned in financial offer
       Section –IV, Part-B shall be made as under

       Monthly operational charges (For all 3 modules)

       The contractor shall furnish the monthly bills, details of various reports
       generated through software only to ascertain the extent of penalties as
       defined in this specifications and other reports & MIS in soft copy as well in
       hard copy and data in prescribed formats in soft copy, to the designated
       officer for the work carried out during the last month, 100% payment shall be
       made on or within 30th days from the date of receipt of verified invoices in
       accounts section / or as per the prevailing payment policy in AVVNL.



 34    SUSPENSIONS OF WORKS

       The purchaser shall not be liable to pay the contractor any compensation
       whatsoever arising from suspension or for idle labour.

 35    DEATH BANKRUPTCY ETC.
       If the contractor shall die or dissolve or commit any act or bankruptcy or
       being a corporation commence to be wound up except for reconstruction
       purpose or carry on hits, business under a receiver, the executors successors,
       or other representatives in law of the state of the contractor or any such
       receiver,. Liquidator, or any persons to whom to the contract may become
       vested shall Forth with given notice thereof in writing to the purchaser and
       shall for one (1) month during which he shall take all reasonable steps to
       prevent stoppage of the work have the option of carrying out the contract
       subject to his or their providing such guarantee as may be required by the


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     purchaser but not exceeding the value of the work for the time being
     remaining relieve unexecuted provided however that nothing above said shall
     be deemed to relieve the contractor or his successors of his or other their
     obligations under the contract under any circumstances. In the event of
     stoppage of the work the period of the option under this clause shall be seven
     (7) days only. Provided that, should the above option be not exercised, the
     contract may by terminated by the purchaser by notice in writing to the
     contractor and the same power and provisions reserved to the purchaser in
     the event of taking the work out of the contractor‘s hand‘s shall immediately
     become operative.

     Change of name of the tenderer/supplier at any stage after tendering, the
     purchaser shall deal with the contractor only in the name and at the address
     under which he has submitted the tender. All the liabilities/responsibilities for
     due execution of the contract and if in circumstances he shall be relieved of
     any obligation under the contract. The purchaser may, however at his
     description deal with Agents / Representatives / Distributors / Manufacturers /
     Associates Principals / Sister Concerns and such dealing shall not absolve the
     supplier(s) from his responsibilities/obligations/liabilities so the purchaser
     under the contract. Any change/alteration of name/constitution/organization
     of the supplier shall be duly notified to the purchaser, and the purchaser
     reserves the right to determine, the contract, in case of any such notification
     in the event of such determination the purchaser may effect the purchase of
     the material not supplied from elsewhere at the risk and cost of the
     tenderer/supplier

36   PRICE:

     The Tenderers are requested to quote FIRM Price only.

     The prices quoted should be inclusive of all service and other taxes in
     accordance with the format given at Section IV part B.

37   GUARANTEE: The entire system including meters/metering equipments,
     computer hardwares Software‘s should be guaranteed for satisfactory
     operation and good workmanship at least for a period of 3 (Three) years from
     the date of commencement of Operation. Successful tenderer shall furnish
     documents related to the hardware and license certificates of the standard
     software an undertaking for the above, as well as all the related documents of
     the custom software.

38   FAILURE TO EXECUTE THE CONTRACT

     Contractor failing to execute the order placed on them to the satisfaction of
     the Nigam under terms and conditions set forth therein, will be liable to make
     good the loss sustained by the Nigam, consequent to the placing of fresh
     orders elsewhere at higher rate, i.e. the difference between the price
     accepted in the contract already entered into and the price at which fresh
     orders have been placed. This is without prejudice to the imposition of
     Liquidated Damages and forfeiture of security deposit.




                                  Page 46 of 256
                                                                  Tender #      182




39   NON- ASSIGNMENT

     The supplier shall not assign or transfer the contract or any part thereof to
     any agency/ personal during the currency period.

40   EFFECTING RECOVERIES
     Any loss, arising due to non-fulfillment of this contract or any other contract,
     will be recovered from the Security & Performance Deposit/ Guarantees held
     and or any other amount due to the supplier from the Nigam from this
     Contract as well as from other contracts.

41   RESPONSIBILITY
     The tenderer is responsible for safe delivery of the materials at the
     destination stores. The tenderer should include and provide for packing and
     secured protection of the materials so as to avoid damages or loss in transit
     before installation or during this contract period if required at any time at the
     contractors cost.

42   ACCEPTANCE OF CONTRACT
     The successful bidder will be forwarded three sets of work order, two of which
     will be signed (each page) by him/his authorized representative in token of
     his accepting the contract and returned to the authority placing the order
     within 15 days of its issue, failing which, his EMD is liable to be forfeited.

43   LIQUIDATED DAMAGES AND PENALTY

     Following liquidated damages are applicable:

A    PENALTIES ON ACCOUNT OF DELAY IN COMMENCEMENT

     The following penalties shall be applicable if delay is happened in execution/
     commencement of operation of individual module

       i.    Module 1: Rs. 10000/- per day of delay subject to maximum of Rs
             2,00,000/- if delay is occurred more than 30 days from the schedule.
             The contract may be cancelled without any compensation to vendor
             and BGs as well as security deposit if any, will be forfeited

      ii.    Module 2: Rs5000/- per day of delay subject to maximum of Rs
             1,00,000/-if delay is occurred more than 30 days from the schedule.
             The contract may be cancelled without any compensation to vendor
             and BGs will be forfeited

      iii.   Module 3: Rs1000/- per day per center of delay subject to maximum
             of Rs 50,000/- if delay is occurred more than 30 days from the
             schedule. The contract may be cancelled without any compensation to
             vendor and BGs will be forfeited




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                                                                          Tender #      182




B        PENALTY ON ACCOUNT OF OPERATIONAL DEFICIENCIES

         After commencement of complete system the defaults in efficient running will
         attract penalties as under:

         FOR MODULES 1 and 2


S. No     Item                           Penalty                 Verification mode

    1.    Default in not deputing        Rs.    100/-    per     CCTV report. The vendor
          call   center   agent    in    default i.e. if one     shall arrange that CCTVs
          requisite    numbers     in    agent is short in       installed in call center
          desired time/ shift / or       shift                   records the movement of
          call center work station is                            call center agents in
          not functioning                                        various direction and 4
                                                                 hourly       reports     of
                                                                 movement available on
                                                                 web      based    reporting
                                                                 console.

    2.    Confirmation not taken         Rs.     3/-     each    The software will record
          from the consumers on          default.                the details of confirmation
          attending his complaint                                from the consumer with
                                                                 time     and     telephone
                                                                 number.     In    case    of
                                                                 confirmation        directly
                                                                 received through fault
                                                                 removal      teams      the
                                                                 system shall record such
                                                                 confirmation with time
                                                                 stamp

    3.    Call not escalated to          Rs.           5/-each   System generated report.
          AVVNL Officers as per          default.
          schedule

    4.    Delay in Dispatch of           Rs. 1/- for each 5      System generated report
          complaint to mobile vans/      minute delay.
    5.
          AVVNL officers/ offices

    6.    Delay in attending     the     For calls held more     CTI generated report
          consumer call                  than 20 seconds
                                         Rs.2/- for each 10
                                         seconds delay in
                                         each call.

    7.    If consumer complaints is      Rs     10      per      System generated report
          not resolved by mobile         complaint per hour
          parties within 1 hour from
          the time of registration of



                                        Page 48 of 256
                                                                     Tender #     182




S. No   Item                           Penalty               Verification mode
        complaint

   8.   If mobile vans do not          Rs 10 per occasion    System generated report
        report to call center about    per 15 minutes
        complaint is not in their      delay
        scope within 45 minutes
        of complaint registration
                                       The penalty will be
                                       calculated    from
                                       46th        minute
                                       onward

   9.   Default in not deputing        Rs 500 per vehicle    System generated report
        mobile vans in requisite       if not deputed for    / vehicle tracking report.
        numbers in desired times       a period upto 4       Vendor shall develop a
        / shift                        hours in a day. Rs    system      to  find   the
                                       1500 per vehicle      availability of total vans
                                       for a period more     on hourly basis starting
                                       than 4 hours in a     from 00.00 hours. Such
                                       day                   reports shall be logged in
                                                             the system

   10. If fault removal team           Rs     500      per   AVVNL observations
       members not      found in       member          per
       prescribed uniform              instance

   11. The IT system is not            Rs 5000 per hour      System   generated      /
       operational.          Non       per instance          AVVNL supervisor‘s report
       operational    will  mean
       occurrence of one or more
       of the following:
        (1)     CTI server     not
                working
        (2)     Web server     not
                working
        (3)     GPS          based
                navigation     and
                person     tracking
                system          not
                working
        (4)     Call       centers
                executives
                desktops       not
                working
        (5)     Internal network
                is not working



                                      Page 49 of 256
                                                                       Tender #    182




S. No   Item                             Penalty               Verification mode
        (6)    UPS not working
        (7)    CCTV not working
        (8)    Call center        not
               working
        (9)    Internet
               connectivity       not
               operational
        (10)   Application    of
               CMS not working
        (11)   E1 (or any other)
               line not working
        (12)   VPN not working
        (13)   Router             not
               working

   12. Any other system as part          Rs     5000     per   AVVNL supervisor
       of the scope of work not          instance
       working.
        This       will    include
        occurrence of one or more
        of the following:
        (a) Fire alarm system not
            working
        (b) Project manager not
            on duty
        (c) Project supervisor not
            on duty
        (d) Other   staff   not   on
            duty
        (e) AC      cooling       not
            effective
        (f) Printer not working
        (g) Smoke       detecting
            system not working
        (h) Telephone             not
            working
        (i) CUG mobile switched
            off

   13. Details (that are required        Rs 500 per outage     AVVNL supervisor report /



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                                                                           Tender #     182




S. No   Item                               Penalty               Verification mode
        to be collected by FRT)            incidence             System generated
        related to outage as
        mentioned in module 2 in
        detailed scope of work is
        not collected

    14. Access control system not          Rs 100,000      per   AVVNL supervisor report /
        working                            incidence             System generated

    15. Incidence      of         virus    Rs    25,000    per   AVVNL supervisor report /
        infection                          instance              System generated

    16. Incidence of unauthorized          Rs    25,000    per   AVVNL supervisor report /
        intrusion (logical entry)          incidence             System generated

    17. Unauthorized      entry      in    Rs    50,000    per   AVVNL supervisor report /
        data center                        incidence             System generated
        Entry of a person          not
        authorized by AVVNL



FOR MODULE 3


S. No   Item                Penalty                              Verification mode

1       Default in not      Rs. 200/- per default i.e. if        System         attendance
        deputing            one agent is short in shift          report/      hourly login
        Service center                                           report
        agent        in
        requisite
        numbers      in
        desired   time/
        shift

2       Confirmation        Rs. 25/- each default.               The software will record
        not taken from                                           the details of confirmation
        the consumer                                             from the consumer with
        on attending of                                          time     and     telephone
        his complaint                                            number.     In    case    of
                                                                 confirmation        directly
                                                                 received through fault
                                                                 removal      teams      the
                                                                 system shall record such
                                                                 confirmation with time
                                                                 stamp

3       Complaints not      Rs. 25/-each default.                System generated report.



                                          Page 51 of 256
                                                                    Tender #      182




S. No    Item              Penalty                         Verification mode
         escalated    to
         AVVNL Officers
         as per schedule

4        Connectivity      Rs 200/ per day per center if   System generated report.
         not available     connectivity is not available
                           for more than 4 hours in a
                           day


        The total penalties on account of operational delays during a month
        will not exceed 10% of monthly bill amount



44      REPLACEMENT OF DEFECTIVE/DAMAGED MATERIALS:

        Not withstanding anything contained in the above liquidated damages clause
        when the whole or part of the supplies by the supplier are found to be
        defective/damaged or are not in conformity with the specification or sample,
        such defects or damages in the materials / equipments installed shall be
        rectified within 24 hours from the date of intimation/ information from the
        system of defect/damage either at the point of destination or at the supplier‘s
        works, at the cost of supplier, against proper security and acknowledgement..
        If the defects or damages are not rectified or replaced within this period, the
        vendor shall pay a sum towards liquidated damages as per liquidated
        damages clause given above, for the delay in rectification/replacement of the
        defects or damages. Though all substations are manned by Nigam
        employees/staff, the substation attendant of the utility shall ensure the
        proper upkeep of the system at field; however, contractor shall monitor the
        same for operational defects.

45      COMPLETENESS OF PROPOSAL: The tender should be complete with all
        details of illustrative and descriptive literature and drawings. The tenderer
        shall furnish the complete technical details of the equipment. Information
        regarding the country of manufacture or origin of materials used in the
        manufacture of the articles should be furnished. The proposal should include
        all minor accessories even though not specifically mentioned in this
        specification but which are essential for the complete functioning of the entire
        work as specified in the scope of the work. The tenderer shall not be eligible
        for any extra charges in respect of such minor accessories though not
        included in the tender and shall be handed over to AVVNL on the expiry/
        termination of the contract.

46      CLIMATIC CONDITIONS: The systems are for use in Ajmer Discom and
        should be satisfactory for operation under tropical conditions in the area of
        Ajmer Discom and shall be able to maintain the desired output and withstand
        a wide range of temperature & climatic experience in Ajmer Discom.




                                     Page 52 of 256
                                                           Tender #     182




a)   The ambient temperature of the region is usually in the range of + 0 0C
     to + 550C
b)   The altitude of the region is usually less than 500 meters except for the
     areas that are hilly (like Udaipur)
c)   The maximum & minimum atmospheric humidity is usually in the range
     of 95% & 10 % respectively
d)   Average number of thunderstorm days per annum is 65
e)   Average number of dust storm days per annum is 15
f)   Average number of rainy days per annum is 65
g)   Average annual rainfall is 100 cm
h)   The climatic conditions are prone to wide variation in ambient condition
     and equipments offered under this specification must be suitable for
     installation at any of the location in Ajmer Discom




                           Page 53 of 256
                                                         Tender #   182




8. SECTION-III PART-1: General Information

           AJMER VIDYUT VITRAN NIGAM LIMITED
               TENDER SPECIFICATION NO. TN 182


 General Information

 The consumer base of the discom is as follows:

          Category                         Number

          Domestic                         1504463

          Non Domestic                     192744

          Industrial small                 33529

          Industrial medium                4733

          industrial large                 1426

          PHED small                       10362

          PHED medium                      240

          PHED large                       60

          Street lights                    2135

          Mixed load                       5290

          Total (other than agriculture)   1754982


 General information and geographical area under scope

 Total consumers in AVVNL are 2039744




                             Page 54 of 256
                                                                          Tender #      182




                 Ajmer City:

                 There are approximately 1.2 lakhs of consumers spread in 6 subdivisions. The
                 sub division / division and consumers may increase or decrease.

                 Area: The area covered under Ajmer city is divided in 2 Divisions and 6 sub
                 divisions namely as below:


                 Table 1: Division wise details of sub divisions in Ajmer city
Zone    Circle    No of     Division       No of     Sub Divisions     No of   SUB-OFFICE
                  Division                 Sub                         Sub
                                           divisions                   offices
         S E,         2        CD I            4       DI                  3        HAJARIBAG
        Ajmer                                                                       HMT
                                                                                    RAMGANJ
                                                       D II                3        PH I
                                                                                    PH II
                                                                                    PH III
                                                       D III               3        PH I
                                                                                    PH II
Ajmer                                                                               PH-III
                                                       DV                  3        VAISHALI I
                                                                                    VAISHALI II
                                                                                    SHASTRINAGAR
                               CD II           2       D IV                3        PARBATPURA
                                                                                    ADARSHNAGAR
                                                                                    MAYOCOLLEGE
                                                       MADAR               2        MADAR
                                                                                    GAGWANA
        Total             2                        6                           17




                                            Page 55 of 256
                                                                                 Tender #   182




                  Udaipur City:
                  Udaipur City: There are approximately 1.2 lakhs of consumers spread in 8
                  subdivisions. The sub division / division and consumers may increase or
                  decrease.


                  Area: The area covered under Udaipur City is divided in 2 Division and 8 sub
                  divisions namely as below:

                  Table 2: Categorization of sub – divisions under divisions of the
                  Udaipur City

Zone      Circle        No of      Division   No of       Sub Divisions   No of     SUB-OFFICE
                        Division              Sub                         Sub
                                              divisions                   offices
            SE,            2        CD I         4        AMBA MATA          2      CHANDPOLE
          Udaipur                                                                   SISARMA
                                                          MADHUBAN           2      BHUANA
                                                                                    FATEHPURA
                                                              P.H I          2      POWER HOUSE
                                                                                    JAWAHARNAGAR
                                                              PH II          2      SURAJPOLE
                                                                                    ASHWINI BAZAR
Udaipur
                                    CD II        4        ASHOKNAGAR         2      ASHOK NAGAR
                                                                                    UNIVERSITY
                                                             MADRI           2      MADRI
                                                                                    PRATAPNAGAR
                                                            SAVINA           2      SAVINA
                                                                                    G.VILAS
                                                            SECT.IV          2      SECT.IV
                                                                                    P.KI MADRI
          Total            2                     8                          16



                  Present complaint handling system in the of Ajmer & Udaipur cities

                  Consumers today lodge their complaints to short access number 155 333
                  through BSNL line, in the call center. The call center agent escalates this
                  complaint to respective complaint vehicles (owned by AVVNL) over mobile
                  phones. The call center agent tracks the complaint in the interval of 2 hours
                  at different level till the same is resolved. On resolution of the complaint the
                  call center agent verifies the rectification of the problem from the consumer
                  and if consumer confirms about its resolution, the complaint is closed.




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              9. SECTION-III-PART-II Pre Qualification Requirements
                          AJMER VIDYUT VITRAN NIGAM LIMITED
                              TENDER SPECIFICATION NO. TN 182

                                TECHNICAL SPECIFICATIONS

              The bidder must posses the following requirements:

     1.        General requirements

I.             Mode of Bidding Single party / Consortium:
               The proposal may be submitted by an individual firm (single party) meeting
               all the requirements or by a valid consortium of not more than 3 parties.

               If the bidder forms a Joint Venture / Consortium, the qualification
               requirement mentioned specifically for lead member should be met by the
               lead member entirely and these shall not be collectively evaluated for
               ascertaining the qualification requirement.

               Original consortium agreement on Non – Judicial stamp paper of appropriate
               stamp value must be submitted along with the proposal.

               The JV agreement / consortium agreement must have the following:

              Names of all partners

              Name of the lead member

              Authorization in favour of the lead member from all the members. (A separate
               power of attorney signed by legally authorized signatories of all the partners
               is required)

              The lead member is authorized to incur liabilities and receive instructions for
               and on behalf of any and all partner of the Joint Venture / Consortium and the
               entire execution of the contract including payment shall be done exclusively
               with the lead member

              All partners of the Joint Venture / Consortium shall be liable jointly and
               severally for the execution of the contract in accordance with the contract
               terms

              In the event of any default by any partner / partners of Joint Venture /
               Consortium, the other partner / partners shall accept the liability and execute
               the contract in full.

              The agreement must provide details of roles and responsibilities of each
               member of the consortium. Overall responsibility in respect of execution of
               tendered work is with the lead member.




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         The Joint Venture / Consortium agreement shall not be cancelled or amended
          unilaterally without consent of the purchaser after opening of the bid and a
          statement to this effect should appear in the JV agreement.

         A firm can submit only one bid in the same bidding process, either individually
          as a bidder or as a partner of a Joint Venture / Consortium. A bidder who
          submits or participates in more than one bid will cause all the bids in which
          the bidder has participated to be disqualified.

         Bids from agents are not acceptable in the case of Joint Venture /
          Consortium, and such bids will be treated as non-responsive.

         The change in consortium /JV after opening / submission of tender shall not
          be entertained, in the event the consortium / JV is altered then such
          proposals shall be treated as rejected.

          NOTE:-
           I. In case of non-furnishing of original consortium/ JV agreement along
              with the bid the bid will be considered as bid without consortium and
              evaluation shall be made on the basis of credentials of lead member
              only.

           II. The JV/ consortium agreement should be tender specific i.e. signed
               specifically for this tender.

          III. General MOU/ MOA already existing or signed before DEC-07 will not be
               considered.

          IV. The JV and Consortium shall be considered at par.

I         ISO Certificate: The bidder (the lead member in case of consortium)
          must posses a valid ISO 9001:2000 for BPO / Utility services / IT/ Software /
          Distribution Automation System Integration / Telecom Integration / Facility
          management. Necessary valid certificate should be enclosed with the bid. In
          case of non-furnishing of Valid ISO certificate along with the bid the bid will
          be considered non responsive against this requirement. The ISO certification
          should be valid on the date of opening of bid, the bidder who posses ISO
          certificate but the validity expired on the day of opening of bid may be
          considered complied with requirement provided that a valid application has
          been lodged with the ISO organization for renewal.

III       Relevant Experience:

          The bidder (lead member in case of consortium) should have executed / under
          execution/ handled, one or more contract for consumer services/ Customer care center
          services for at least 100,000 (One Lakh) consumers per month for one year during last 3
          years i.e., from 1 April 05 for power / telecom sector. Or

          The bidder (the lead member in case of consortium) should have
          executed / under execution / handled at-least one or more contract of Rs.
          150.00 Lacs of Facility Management Services for utility services like Telecom /
          Banking / IT / Insurance sectors, Distribution automation project like SCADA,
          Energy Accountal, Load management etc




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      NOTE:-
                 a. The bidder is required to furnish the copy of order and
                    performance certificate. In case of project in hand the status of
                    execution from the user required to be furnished with the bid.

                 b. In case of non-furnishing of requisite document along with the bid the
                    bid will be considered as bid without experience.

IV    Undertaking regarding deployment of certified wiremen / linemen /
      electrician and license from electrical inspectorate Rajasthan for A
      class contractor

       The proposed work entails work on live electric lines and the bidder (the
      successful bidder) will engage the skilled man power in the requisite number
      i.e. at least one for each vehicle having tradesman certificate course in
      wireman / lineman / electrician etc . The successful vendor will have to take
      license from electrical inspectorate Rajasthan for A class contractor
      or to have employ a person having individual A class electrical
      License.

      An undertaking in this regard shall be attached with the bid on Non judicial
      stamp papers

      In case of non-furnishing of requisite undertaking along with the bid the bid will be
      considered as bid without this requirement.

V     Turnover requirements

      Annual turn over of the bidder should not be less than Rs. 16 Crores (Rupees
      16, 00, 00,000) in any one year of last three financial years ( From April 05-
      March-08) and total turn over for last three year should not be less than Rs.
      25 Crores (Rupees 25,00,00,000). In case of consortium the lead member
      should meet 50% requirement of annual turnover. Certified balance sheet for
      the same has to be attached. In case of bidder having financial year closing
      other then March the last 36 months turn-over shall be furnished.

      Turn over means the gross receipt through regular operation only , the
      receipts through other incomes and excise duty/service tax paid to
      government will not be considered while arriving the total turn over.

      In case of non-furnishing of requisite balance sheet / auditors report along
      with the bid the bid will be considered as non responsive proposal.



VI    Existence of bidder

      The bidder (the lead member in case of consortium) should be in
      business at least continuously for the past 5 years the supporting document
      like certificate of incorporation, balance sheet etc shall be furnished alongwith
      the bid

VII   Permanent staff

      Since this project entails manpower management in an efficient way, the
      bidder (the lead member in case of consortium) should have employed at


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       least 50 people per month permanently continuously for at least one year
       during trailing 36 months. A certificate from CA or copy of PF / ESI challan
       shall be attached with the bid.

       In case of non-furnishing of requisite supporting document/ report along with
       the bid the bid will be considered as bid without this requirement

VIII   Personnel capabilities

       The bidder should have necessary trained and experienced staff to carry out
       this project. The bidder shall ensure that deputed personnel are trained and
       experienced for execution of the contract and for operation and maintenance
       period so that all activities are carried out in a highly professional and sound
       managerial manner. The bidder shall furnish documents regarding the
       experience of the key personnel proposed to be employed by him. Bidder
       shall provide details of experience of their personnel, who are likely to be
       involved in this project.

       The bidder shall provide an undertaking on non judicial stamp papers along
       with its proposal that it shall comply with the experience and skill sets of the
       personnel required for this project if the project is awarded to him.

       In case of non-furnishing of requisite undertaking along with the bid the bid
       will be considered as bid without this requirement

IX     Requisite hardware / software

       The bidder must have the required hardware / software tools for carrying out
       the services as required in the scope of work. Bidder shall give a brief write-
       up on the facility i.e. Hardware /software tools, available with him. The bidder
       should confirm on non judicial stamp paper that he will own or have assured
       access to [through hire, lease, purchase agreement or other means] sufficient
       number of equipment adequate technology for smooth & speedy execution of
       all activities of the proposed work.

       In case of non-furnishing of requisite undertaking along with the bid the bid
       will be considered as non responsive proposal

X      Bank solvency:

The bidder has to furnish original bank solvency / credit worthiness certificate from
any scheduled bank for execution of a project worth Rs. 8 Crores. In case of
consortium the lead member should meet 50% requirement of bank solvency / credit
worthiness.

 In case of non-furnishing of requisite Bank solvency, credit worthiness along with
the bid the bid will be considered as non responsive proposal



AVVNL reserves the right to waive deviations, if they do not materially affect the
capability of an applicant.




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     10.         SECTION-III-PART-III: Requirements of System

                     AJMER VIDYUT VITRAN NIGAM LIMITED
                       TENDER SPECIFICATION NO. TN 182

                         TECHNICAL SPECIFICATIONS
                         OBJECTIVE AND SCOPE OF WORK


1.    Introduction

      Ajmer Vidyut Vitaran Nigam Limited [hereinafter to be referred to as AVVNL]
      is a distribution Utility entrusted with the distribution of power. It caters
      power to more than 20 Lacs consumers through about 900 nos. 33KV
      substations under control of nine distribution circles.

      AVVNL intends to increase the customer satisfaction level and enhance the
      image of the company and thus is looking forward for implementing a CMS
      (Customer Management System). CUSTOMER MANGEMENT SYSTEM will be
      initially established in the cities Ajmer and Udaipur.

      The Customer Management System will comprising three different but
      integrated consumer centric modules (1) call center (2) Fault Rectification
      system along with appropriate infrastructure for rectification of fault related to
      ―No - Current Complaint‖ and (3) Consumers Service Centers in (i) Ajmer City
      (ii) Udaipur City

      CMS has been conceptualized to provide single window contact under one
      single roof for the entire customer related activities and fulfill the objectives
      of providing assured and timely customer services. It envisions streamlining
      of the customer service processes, provide better control for supervision &
      monitoring and create high levels of transparency for all consumer related
      business and technical issues.

      The system would provide better service and convenience to the customer
      through a customer friendly environment, highly responsive customer service
      executives and extended service hours. An integrated approach for providing
      end-to-end solution towards customer services needs has been adopted so as
      to make the entire process customer centric and service friendly oriented. The
      system shall also be used to forward SMS regarding reminder of due amount
      or other information that AVVNL may decide at later stages.

2.    Objectives

      Ajmer Discom intends to achieve following major objectives through
      establishing the Consumer / Customer Management System

           (1)    Provide single point of contact for all customer-facing activities.


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(2)   Provide assured and timely services to the customers as per the
      stipulated time frames (Service Levels mentioned in the RERC
      regulations)

(3)   Significantly reduce processing time in case of new service
      connections

(4)   Enhancing customer satisfaction levels by continually improving the
      service standards and thereby the image of the utility in the eyes of
      the customers

(5)   Bringing customer    centric   approach   to   the   customer   service
      processes

(6)   Establishing centralized control and monitoring system over the
      entire customer care processes thus creating higher transparency
      and initiating timely action

(7)   Ensuring effective trouble calls management system for speedy
      resolution of complaints.

(8)   Establishing centralized trouble call management for consumer
      convenience and effective tracking and monitoring.

(9)   Immediate forwarding the ‗Electric complaints‘ to mobile vans for
      quick resolution.

(10) Reduction in complaint resolution time with the a view to extend the
     call center services up-to the consumer doors

(11) Effective identification and tracking of the point of slackness in the
     complaint resolution process for fixing the accountability on specific
     persons, offices, or processes

(12) Eliminating the delay in finding out the status of a consumer
     complaint through Web Based Customer Information System
     (WBCIS).

(13) To generate an array of decision support reports and charts to help
     the senior management in finding out the root cause for the
     complaints and identify the bottlenecks to come out with quick
     remedies.

(14) To provide a centralized customer friendly channel for registering
     and resolving the customer complaints related to power supply /
     distribution network related, over the phone (short access number
     155 333) on 24x7 basis, 365 days a year.

(15) To address all the commercial requests / complaints like New
     Service connection, Title transfer, Category change, Additional load,
     Pole shifting, Billing related etc which requires customers to come to
     the center in person for completion of documentation formalities.
     These services are available on 365 days a year

(16) To remind the consumers about depositing their due amount or any
     other information.


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3.    Detailed scope of work
      The over all scope comprises to establish and operate following three
      customer centric different modules which are integrated with each other but
      may work as an independent entity. This type of modular arrangement is to
      be established separately in Ajmer and Udaipur Cities. It is clarified that scope
      of work is not merely limited upto this clause but whatever obligation required
      to be performed to comply with this entire specification to materialize the
      objective envisaged by AVVNL are deemed to be covered in this specification.

     Module 1: Call center

     To establish and operate call center at AVVNL‟s premises for all types
     of consumer complaints along with appropriate infrastructure on BOOT
     basis for a period of 3 years.

      This means that the vendor will have to:

         (1)    Establish and operate an IT enabled call center for registering of
                complaints over telephone, internet, IVRS, or any other channel on
                365 x 24 x 7 availability basis in AVVNL‘s premises

         (2)    Forward the ‗Electric complaints‘ to the mobile phone of the fault
                removal team / the mobile vans as mentioned in module 2

         (3)    The call center will have master system for GPS based vehicle and
                person tracking system. Kindly note that the master system means
                that the data of the vehicle‘s location will be stored on the server of
                the Discom and not on the third party‘s server.

         (4)    Forward the other complaints (the complaints that do not fall in the
                scope of the vendor) to respective AENs / offices / agency through
                system, SMS and voice call

         (5)    Track & escalate all the complaints till their rectification

         (6)    Send system generated SMS on events as identified in detailed
                scope of work

         (7)    To prepare necessary system generated MIS report to be updated
                on hourly basis on web server.

         (8)    To integrate the proposed consumer / customer management
                system with other third party systems (a) SCADA (b) GIS (c) Billing
                (d) Cash collection (e) any other system, to share and transfer the
                data seamlessly for better services to the consumers. The
                integration of SCADA system with call center system will enable the
                call center agent view the affected area due to HT fault and
                proactively inform the calling consumers about the fault. In order to
                enable this integration the vendor shall develop the consumer
                management and call center application on Call Centre Gateway




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         (CCG) framework. The details of CCG Framework are provided later
         in this tender specification.

         AVVNL shall provide electricity for call center operation at no cost to
         vendor.

Module 2: Fault Rectification System

To establish and operate fault rectification system (FRS) for
Consumers‟ „Electric complaints‟ within consumer meter and
distribution transformer for a period of 3 years

This means that the vendor will have to:

   (1)   Deploy a fleet of vehicles (through ownership / hire purchase /
         lease / contract / or any other legitimate means) for attending and
         removing the electrical fault on 365 x 24 x 7 basis. All the operating
         expenditure like fuel, lubricants, driver and maintenance etc. are in
         the scope of vendor.

   (2)   Each vehicle will be equipped with necessary T&P items, trained
         manpower called as ‗Fault Removal Team‘, mobile phone under CUG
         scheme and navigator for person and vehicle tracking to be linked
         with master system at call center.

   (3)   The LCV vehicles will also be equipped with ladder, necessary T&P
         like pliers, cutter, tester, hammer, rope, fuse wire, M seal, testing
         bulb, power torch, and safety apparatus like earth chain, saddle,
         hand gloves etc (as may be necessary to undertake the work
         effectively) and trained manpower.

   (4)   To rectify the fault falling under the scope of type of complaint

            The technical personnel (FRT) shall rectify the electric complaint
            of the consumer falling within consumer meter and distribution
            transformer

   (5)   The fault removal team (FRT) will inform call center staff on
         rectification of the fault. The team will also request consumer speak
         to the call center staff through its available communication mode in
         the vehicle for confirmation of rectification of the complaints.

   (6)   In the event the fault is not in the scope of the vendor, then the
         fault removal team will inform the call center regarding the nature
         of complaint and other technical details including the location and
         landmark of the consumer‘s premises

   (7)   The vendor will ensure that the faults (within the scope of
         complaints) are removed within 1 hour of them being registered.




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(8)   The FRT members will be in the AVVNL prescribed uniform and will
      carry their photo identity card in such a way that the same is always
      visible (they may pin up on the shirt or may carry around the neck
      etc)
(9)   The FRT will collect the details related to outages and maintain the
      same in the consumer / customer managements system for the
      purpose of management action. The details related to outages will
      be collected on PDA based outage management system (OMS). The
      functionalities of OMS are provided later in this tender document.

      The FRT is required to collect the details with respect to

           Outage: Meter related, fuse related, transformer related,
            cable, feeder, service line, pole, pillar box, jumper, knife
            switch etc and their respective codes / description as per their
            codification (the codes for each of the element are already
            allotted by AVVNL)

           Rectification carried out: What action was taken, time
            taken to remove the fault, time taken to restore the energy
            supply etc

           Demographic: Season, day, shift, area, location, overhead,
            underground, storm, rain, kites, voltage spike, earthing fault,
            any other

           Meter related: Meter number, type of meter, status of meter
            before rectification, status of meter after rectification, any
            abnormality observed in the meter

           Material used: type and quantity of material used etc

           Type of fault: details of fault

           The system must automatically generate reports for outage
            trends, estimate of financial loss due to no supply, trouble
            analysis, estimation of time for restoration, seasonal analysis,
            estimation on extra manpower / vehicle for FRT.

           The information on each outage incidence must be maintained
            in the consumer / customer management system (transferred
            from PDA based OMS). The bidder must mention approach
            and methodology of communicating the same in his technical
            proposal (in annexure 9). Though the data from the PDA will
            be sent to the consumer management application by the FRT
            but will be posted in the database only after the supervisor
            approves the information. This two stage process will ensure
            correctness and completeness of data posted in the database.

           This PDA could be same as the CUG mobile phone as required
            to be carried out in the vehicle. Therefore the vendor may



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                          optimize his gadgets by providing one equipment that has the
                          features of mobile phone, PDA (for having the OMS
                          application) and GPS map of the city.

AVVNL shall provide requisite space to park the complaint vehicles in its
premises if required by the vendor provided the space is available for
parking of the vehicle(s)

      Module 3: Customer service center (CSC)

      To establish and operate customer service centers in AVVNL‟s
      premise (8 nos in Ajmer and 8 Nos in Udaipur) on BOOT basis for a
      period of 3 years.

      AVVNL will provide space & electricity for establishing 8 CSC in Ajmer and 8 in
      Udaipur.
      This means that the vendor will establish and operate IT enabled customer
      service centers to take care all business related issues and
      complaints/grievances on behalf of AVVNL to provide prompt and efficient
      services between 8.00 am and 8.00 pm.

            (1)     Deploy necessary hardware and software to operate the CSC

            (2)     Provide trained and courteous manpower to operate CSCs

            (3)     Provide infrastructure like tables, chairs, LAN, WAN, VPN, AC,
                    earthing, wall clock, etc as mentioned in detail scope of work

4.    Detailed scope of work for complete tender of customer management
      system is explained further in this section


      4.1         Call Center related

            (1)     To establish and operate an IT enabled call center one each at
                    Ajmer and Udaipur for registering consumer‘s no current complaint
                    on 365 x 24 x 7 basis. The call center will have three shifts daily
                    operating from 8.00 am to 4.00 pm, 4.00 pm to 12.00 mid night
                    and 12.00 midnight to 8.00 am. 4.00 pm to 12.00 midnight shift is
                    the peak demand shift

            (2)     This call center will act as a main hub to interact with other two
                    modules

            (3)     The basic idea behind establishing and operating the call center is to
                    develop an integrated state-of-art consumer service center which
                    will enable AVVNL to improve the consumer satisfaction and to
                    reduce the overall time between complaint registration and removal
                    of faults.

            (4)     The vendor will supply and install all the required Hardware, Web
                    Based Application software, Operating System software, office



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      application, RDBMS, IP PBX, IP Phones, LAN, Switching system,
      VPN, E1 lines etc

(5)   Vendor will create the call center by deploying necessary cabling,
      furniture, earthing, electrical fixtures, ACs, cameras, smoke
      detectors, fire alarms systems, fire extinguishers etc.

(6)   Vendor will deploy the requisite and trained man power as
      envisaged in this specifications

(7)   Vendor may provision additional manpower so that in absence of
      any of his personnel, the business is not adversely affected.

(8)   Vendor will deploy a web based GPS/GIS vehicle and persons
      tracking system to identify the consumers address and locate the
      vehicles (mobile Vans)

(9)   To register, resolve and escalate all the calls / complaints recorded
      in the call center

(10) To confirm rectification of all complaints from the consumers

(11) To provide one static IP address along with internet connectivity of
     2 Mbps bandwidth for application hosting on the web. The internet
     connection will be provided only through the lease line or Optical
     Fiber cable. The bidder may note that wireless channel for internet
     is not allowed.

(12) To provide lease line connectivity of appropriate Band width to the
     SCADA server (as and when the same is ready) and requisite
     connectivity to connect upcoming systems like GIS server, Billing
     server and Cash collection Server (located Ajmer/ Udaipur / Circle
     level office).

(13) All expenses toward having PRI / leased line for short access
     number from BSNL are in the scope of vendor.

(14) The vendor will have to reserve at least separate 2 lines for meter
     or bill related complaints

(15) Access control system

      The vendor will ensure that only authorized people access the call
      center and for that robust and state of the art access control system
      needs to be procured, installed and maintained. The access control
      system must be based on smart card (contact less / contact),
      biometric and personal identification number.

      Access control system must record all successful and unsuccessful
      attempts with time stamping on access to call center.

      Only the authorized persons should be allowed the access and if any
      person / agent / manager / supervisor leaves the job, then his / her
      access rights should be immediately revoked.




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                   In view of keeping highest level of security towards the information
                   assets, the bidder must keep in mind, in the event of access to
                   unauthorized person in call center may lead to termination of
                   contract.

     4.2         Fault Rectification System

           (1)     The vendor will have to provide fault removal team and required
                   infrastructure to remove the electrical faults.

           (2)     Vendor may provision additional manpower so that in absence of
                   any of his personnel, the business is not adversely affected.

           (3)     To arrange and deploy fleet of vehicles as per the desired quantity.
                   Each vehicle shall have an identification number to identify through
                   tracking system

           (4)     Rectify the no current faults as registered in the call center

           (5)     To arrange and deploy requisite T&P and safety equipments as
                   envisaged in this document

     4.3         Consumer Service Center

           (1)     To provide trained and courteous          manpower     to   attend   the
                   consumers coming at the CSC

           (2)     To establish and operate the CSC

           (3)     To provide infrastructure at CSC

5.   Basic architecture of call center

      I. The vendor shall install advance call center application system

      II. The call center will have a short access number 155333 (to be obtained
          from BSNL) where the customers will call to register their complaints.

     III. The call center will have one desktop (with 17‖ TFT monitor) for each
          call center executive, servers, networking, internet connection, IT
          security system, CCTV, electric fittings, auxiliary power supply (Online
          UPS), interfaces with other databases, trained manpower, AC, smoke
          and fire detection / alarming system, fire extinguishers etc

     IV. The call center executives will attend the call within 3 rings and register
         the complaint after taking preliminary details of the consumer. The
         executive shall provide a system generated complaint number to the
         consumer after registering the complaint.

      V. The complaints related to ‗No Current / Electric faults ‖ will be forwarded
         to the Fault Removal Team (FRT)

     VI. The call center executive will be polite, courteous and crisp to the caller.
         The executive will communicate in English / Hindi using decent words
         without passing derogatory remarks to the caller. It is the duty of the
         executive to be decent at all times while communicating with the caller.


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     VII. The call center executive must try to finish the call fast so that waiting
          calls are also promptly attended. In order to support fast closing of the
          call, the call center application shall be developed on CCG framework.

6.   To establish and operate call center at Ajmer and at Udaipur for all
     types of consumer complaints along with appropriate infrastructure
     for rectification of fault related to “No current Complaint” on BOOT
     basis for a period of 3 years.

     The system will also introduce the concept of vehicle and consumer tracking
     system by installing GPRS/GPS navigator2 on the fault removing vehicles to
     facilitate AVVNL and consumers to track and identify the complaint handling
     system.

     6.1    Complaint Booking

     Call center agent shall make courteous attendance of electric and other
     complaints of consumers and after confirming his service number, name and
     address of consumer, the operator‘s unified screen should automatically must
     check concerned database server about its status like working connection,
     complaint already pending, planned shut down, outage due to HT fault
     (coming from the AMR based DT metering system / SCADA system) in the
     area or disconnected by the Discom. If complaint falls in any of these
     categories, respective status is to be intimated, otherwise his complaint shall

     2
         Vehicle Tracking System (VTS); using GPS, shows the location of any
     vehicle in a network or fleet. VTS applications can be used to track cars or
     trucks, cargo units person within a given area. In addition to displaying this
     real-time VTS movement data, the system also enables the storage of
     tracking data for subsequent analysis using its unique temporal replay
     features. Based on GPS technology and a constellation of satellites with
     worldwide coverage, VTS determines accurate positions. The vehicle tracking
     devices retrieve the positions automatically with highest sensitivity and
     accuracy.

     Communications
     Once the positioning information is processed by tracking device it is
     transferred through GSM or GPRS to call centre. This information can then be
     requested and displayed on the map offering an easy way to know exactly where
     you, your vehicles, or your people are.
     Internet
     With a simple internet connection and a web browser such us Internet
     Explorer any one can view and replay the results of tracking and movements.



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be booked and automated allotted complaint registration number shall be
intimated to the consumer. The operator shall ask consumer‘s telephone
number and update it in the database server. If any discrepancy regarding
consumer‘s address or any other details noticed then that shall also be
updated in database server. There must be provision in the software, on
providing necessary inputs, to inform about scheduled shut down for the
concerned area, or mass scale faulty supply condition and possible restoration
time, while complaints call come, and in such situation calls will not be
booked.

The call center executive will ask the consumer to register his Registered
Mobile Number (RMN) or Registered Land Line Number (RLLN).This registered
number shall be used to identify the consumers details if the consumer use
his registered no. to lodge the complaint in future.

The software should be designed so as to make it capable to be integrated
Nigams‘ consumer‘s on-line payment status and DC/RC updation such
integration is in the scope of vendor. This shall be possible on development of
the call center application using CCG Framework. On such integration, it
should segregate calls from genuine consumer and defaulting consumer.
Defaulting consumers should be given polite reply for depositing dues first to
enable call center attend their complaints.

      It is intimated that the complete call center working shall be based
       upon agent interface system, however there will be IVRS system to
       respond with consumers if all agents are busy.
      To interact with the officers of AVVNL one separate number shall be
       arranged by the vendor.
      All the communication with the consumer shall be voice recorded and
       maintained in the system for a minimum of three months.
      On understanding the location of the compliant the call center
       executive will contact mobile fault removal team through mobile
       phone.
      The executive will forward the complaint of the consumer with full
       details of complainant (name, address, type of complaint, landmark,
       etc as may be important to locate the complainant) through the mobile
       phone. The vendor will provide mobile phones to each executive and
       mobile fault removal team (one phone in one team) or preferably one
       equipment that is capable of mobile communication, record OMS
       details, find out the consumer‘s address using GPS maps. The agent at
       call center shall immediately transmit complaint on mobile to its field
       staff / complaint vehicles to be parked at various places of Ajmer if the
       area is not under break down, shut down or in load shedding. Such
       transmitted information will include Consumer service number, name
       and address of consumer, transformer number (as much information
       as available with the call center executive) etc
      The consumer complaint will be forwarded to the fault removal team
       within 90 seconds of registration of the call.
      The information from billing server/ cash collection server will be used
       to forward the SMS to defaulting consumers who have not deposited
       their electric bills or for any information.



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         The vendor will take mobile connection under the CUG scheme of
          Ajmer Discom. AVVNL will provide necessary assistance for getting the
          connection however payment of such CUG mobiles will be made by the
          vendor himself.
         The vendor will hand over the entire infrastructure except the mobile
          vehicles to AVVNL after 3 years of BOOT period at no cost to AVVNL

6.2       Tracking of complaint

         The call center executive will track the status of Electric complaints
          every 1 hour and other complaints in a definite time schedule. If the
          complaints that are in the scope of the vendor are not resolved in 1
          hour, then penalties as mentioned in the penalties clause will be
          imposed on the vendor. The tracking of other complaints shall be as
          per SLA decided at the time of order.

         The complaint will be assumed to be resolved only if the consumer
          confirms to the call center executive regarding the same. Till
          confirmation from consumer is received at the call center the
          complaint will not be considered as closed. On completion of the
          complaints, the system shall generate and SMS automatically to the
          consumer

         AVVNL reserves the right to cross check the complaint resolution time
          and the status of the same through internal mechanism.

         It is important to note that if AVVNL finds out that the compliant was
          not resolved in time and false details are maintained in the systems
          then vendor may be penalized heavily as mentioned in the penalty
          clause

         The vendor will maintain a separate in coming number for the calls
          that are not attended in the pre defined time frame. No fresh
          complaints are to be attended on this number and only those calls that
          are previously registered and not attended in specified time frame will
          be attended on this number.

6.3       Call escalation and SMS service


In the event the fault is not rectified in 1 hour then the application system will
escalate the matter automatically. The escalation process for Electric
complaints would be as follows. The escalation process for other complaints
will be decided in SLA at the time of order:

         An automatic SMS to the mobiles of the AEN and JEN of the concerned
          sub division followed by voice mail

         A system generated message on the front end application on the
          console of the AEN (The vendor is not required to provide the console
          to AEN, XEN and SE)

         If the fault is not rectified in next additional 1 hour also (that is within
          2 hours from its registration), then SMS to the mobile of the concerned



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    XEN, AEN, JEN should be sent automatically by the system along with
    a system generated message on the front end application console of
    the concerned XEN and AEN

   If the fault is still not rectified in next 1 hour (that is within 3 hours
    from its registration) then SMS to the mobile of the concerned SE,
    XEN, AEN, JEN should be sent automatically by the system along with
    a system generated message on the front end application console of
    the concerned SE, XEN and AEN

   In the event the fault is not in the scope of the vendor then the fault
    removal team will inform the call center executive regarding the same
    along with the nature of fault. On updating the status of complaint
    (when the complaint is not in the scope of vendor) by the executive,
    the system would send an SMS to the concerned AEN and JEN
    automatically. The executive will also call on the CUG number of the
    AEN to escalate the complaint. The system will also generate a
    message for the AEN that will pop up on the computer screen of the
    AEN.

   The compliant will be tracked every 1 hour even if the type of
    complaint is not in the scope of the vendor. The executive will update
    the status of compliant in the system till the same is completely
    resolved.

   The information from the billing information shall be gathered
    regarding defaulting consumers who has not deposited their bill till
    date and system generated SMS on their mobiles will be forwarded.




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        6.4   SMS services that may be required to be provided


S. No         Event                  To               When
   1.         Registration of        Consumer         On registration of compliant
              complaints
   2.         Closure of compliant   Consumer         On closure of complaint
                                     Consumer         When complaint is not resolved
                                                      within given time frame
                                     AEN              When complaint is not resolved
                                                      within given time frame
                                     JEN
                                     XEN              On further 1 hour
              Escalation of          AEN
   3.
              complaint
                                     JEN
                                     SE               On additional 1 hour
                                     XEN
                                     AEN
                                     JEN
   4.         Payment reminder       Consumer         When payment not made after
                                                      due date
   5.         Generation of bill     Consumer         As and when the bill is issued to
                                                      the consumer
   6.         Bill payment           Consumer         2 days before the payment is
              reminder                                due
   7.         Bill payment           Consumer         On the last date of bill payment,
              reminder                                if the consumer has not paid the
                                                      bill till that day.

        6.5   Generation of MIS

              There will be two type of MIS that would be generated (1) Web based
              information, which shall be generated through system and updated on
              hourly basis to enable any stakeholder to view the status of call center
              including person available, vehicle in movement received complaints
              sub-division wise pending complaints with time of pendancy and any
              other query based report through web and (2) the other type of
              reports in soft and hard copies on weekly and monthly basis and
              submit the same to AVVNL and also on the web. However vendor shall
              make arrangements that query of each and every stake holder
              regarding call center operation may be satisfied through web.




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      The reports shall be submitted in the format as requested by AVVNL in
      hard copies.

      The type of reports which are to be submitted in hard copies and soft
      copies on a predefined period shall limited to following quantities
      Weekly: 10 type of reports
      Monthly: 40 Type of reports.
      The format and design of the reports shall be finalized with the
      successful bidder.

      Besides that the offered system shall be able to generate desired
      reports through database on query basis.

6.6   Report Generation

      The system shall include facilities to generate report formats and edit
      existing report formats. AVVNL shall be assisted in defining the basic
      parameters of the report, such as the report database linkages point
      names, the report format, the report activation criteria, the report
      destination (workstation, printer, or text file), and the retention period
      for the report data. All type of data defined in this specification shall be
      supported for inclusion in report.
      The user shall be able to construct periodic reports and ad-hoc queries
      via interactive procedures. The user shall be able to specify that
      processing functions, such as summations and other arithmetic
      functions, be applied to portions of the report data when the report is
      processed for display, printing, or file storage. For report data editing,
      the user shall be able to obtain the data from a retained report, modify
      the data, repeat the inherent data calculations, reprint the report, and
      save it in a report retention file on auxiliary memory without
      destroying the original report. Executing the report generating
      functions in the system shall not interfere with other functions.

      The vendor will have to generate the compliances reports as per the
      requirements of AVVNL

6.7   Requirement details: call center

      6.7.1 Re allocation of number of agents

             The agency shall re allocate the peak shift/ morning shift /
             night shift call center executives in order to attend the calls /
             complaints. In the event there is additional load on the call
             center due to which its existing shift strength is not able to
             attend the calls AVVNL reserves the right for re allocation of
             executives from one shift to another to provide the prompt
             services to its consumers. Additional cost if arisen due to re
             allocation of executives will be borne by the agency.




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6.7.2 Number of call center executives / agents

      In order to handle the call load it is mandatory that the vendor
      would deploy the following number executives in the call
      center. The number of average complaints mentioned
      hereunder is on the basis of last three year experience but the
      vendor has to attend and handle all calls and complaints
      received in the call center within the ordered price. AVVNL may
      ask to deploy more call center agents beyond the following
      numbers for a period for at least one month on giving 48 hours
      notice which will be deployed by the vendor on the unit rate
      basis as per the price schedule. The deployment of additional
      call center executive will be decided by the SE(Ajmer
      City/Udaipur city) in the condition if the per day per agent call
      exceeds to 10% of minimum call required to be handled by
      each agent per day.

      Illustration:

      As per the month wise requirement of number of call center
      agents as per the following table, each call center agent in the
      shift of 8.00 am to 4.00 pm and 4.00 pm to the midnight is
      required handle 150 calls in his shift. The call handle will
      include call receiving, call escalating and confirmation call.

      In case if the average call handled by per agent exceeds
      beyond 160 calls per shift calls for a continues period of 7 days,
      then AVVNL will direct the vendor to deploy additional agent in
      the proportionate of exceeds calls on unit rate basis.

6.7.3 Complaints from sub stations

      Consumers may prefer to lodge their complaints at sub stations
      by personally visiting nearest sub station. In such an event sub
      station in charge may call up the call center to register the
      complaint. The sub station in charge will record all such
      complaints in a register.

      The call registered by the sub station in charge will be attended
      in a similar way as the call coming from a consumer.




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Month wise requirements of number of call center agents
                                                  Ajmer City
S. No    Period             Total          Average         Average          Number of call center agents
                            Months         number of       number of
                                                                            8.00am      4.00 pm     12.00mid
                                           incoming        complaints
                                                                            to 4.00     to 12.00    night to
                                           calls per       per day
                                                                            pm          midnight    8.00am
                                           day
1        November to       4               202             135              4           4           2
         February
2        March to April    2               139             92               4           4           2
3        May to            4               185             123              6           6           2
         August
4        September to      2               245             163              4           4           2
         October
5        Total             12
There will be one supervisor in addition to the abovementioned executives in every shift
The distribution of agents is to be done in such a way that registration of complaints and its
forwarding to FRT is done within prescribed timeframe. There will be separate agents for registering
and forwarding of complaints


                                                 Udaipur City
S. No       Period         Total           Average          Average         Number of call center agents
                           Months          number of        number of
                                                                            8.00am      4.00 pm         12.00 mid
                                           incoming         complaints
                                                                            to 4.00     to 12.00        night to
                                           calls per        per day
                                                                            pm          midnight        8.00 am
                                           day
1          November        4               210              140             4           4            2
           to February
2          March to        2               139              96              4           4            2
           April
3          May to          4               185              128             6           6            2
           August
4          September       2               245              170             4           4            2
           to October
5          Total           12
There will be one supervisor in addition to the abovementioned executives in every shift.
The distribution of agents is to be done in such a way that registration of complaints and its forwarding to FRT is
done within prescribed timeframe. There will be separate agents for registering and forwarding of complaints




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              6.7.4 Other staff at call center
                    Manager (9.00 am to 6.30 pm):                       1
                    Vendor Supervisor:                                  1 in each shift
                    AVVNL Supervisor3                                   1 in each shift

       Vendor may provision additional manpower including the CSC personnel so
       that in absence of any of his personnel, the business is not adversely
       affected.

              6.7.5 Desktops

                     The total number of desktops shall be equal to total number of
                     executives + 3 (for the manager and supervisors)
                     All the desktops will be connected to each other through LAN
                     Each desktop will have the CCG framework agent

              6.7.6 Call center servers
                    The call center will house the servers and other necessary IT
                    infrastructure for call center and consumer service centers


            S. No   Server                                   Type of          Quantity
                                                             server

            1.      Application server                       High End         1


            2.      Database server                          High End         1


            3.      Web server                               Medium End       1


            4.      CCTV / access control system server      Medium End       1


            5.      CTI / IVR server                         Medium End       1


            6.      Vehicle tracking server                  Medium End       1


            7.      SMS Server                               Medium End       1


            8.      CCG Framework Middle Tier Server         High End         1


            Total Server4                                                     8




3
 AVVNL Supervisor is meant to monitor and control the entire call center activity. He
will interact between AVVNL and Call Center. He will be deployed by Avvnl.


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      6.7.7 Furniture and equipments

      The call center will have chairs for the executives, manager and
      supervisors sufficient in numbers for the resources to be deployed in
      the call center, including that of supervisors from AVVNL side

      The call center will have table preferably modular to accommodate all
      the desktops / TFTs/ Keyboards / mouses etc.

      Each executive will have one mobile phone for forwarding and tracking
      of complaints. The number of mobile shall be intimated to AVVNL and
      should not be changed on change of shift.

      The executives will have earphones along with the microphones for
      communication with the customers / fault removal team / staff of
      AVVNL etc.

      The call center will have 2 CCTV (advance camera) to monitor the
      activities of the call center

      6.7.8 Printer

      Call center will have 1 heavy duty laser printer for printing MIS reports

      6.7.9 LAN cabling

      All the systems (desktops, servers) in the call center including the
      printer shall be on the LAN using a switch of adequate number of
      ports.

      6.7.10 Connectivity

      The web server will have one static IP address with 2 Mbps bandwidth
      for internet connectivity and application(s) hosting.

      The call center will have a modem of necessary throughput along with
      switch, router (including IPS), Firewall with VPN concentrator.

      The call center will also have Layer 2 and layer 3 switches of
      appropriate number of ports for IP PBX

      6.7.11 Network security

      The call center will house the web server for providing access through
      the internet, therefore it is important to have necessary controls to

4
  The details of servers given here under are as per AVVNL‘s perception the
bidder may optimize the same and give its details in technical offer.



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prevent unauthorized access, DoS, malicious codes like viruses, Trojan
horses, worms, hackers etc.

Call center will also have VPN concentrator and client licenses in
sufficient number for providing VPN connectivity for users accessing
the system via internet

Call center will require robust security measures to be implemented by
creation of DMZ, IPS / IDS, and other hardware and software tools like
router, firewalls, and hardening of OS.

6.7.12 Servers

   Web server
    The users of CSC will access the customer management system
     to take provide the services at the CSC
    The consumers of the discom can log in to the server (after
     authenticating themselves, the authentication system shall be
     discussed with the Discom) and locate the vehicle. The
     consumers can access the same using their GPRS enabled
     mobile phone or normal internet connected PC / laptop.
    The OMS details can be uploaded in the customer management
     application
    Online CCTV (after authentication)

   Vehicle Tracking Server
   The vehicle tracking server will record the location / coordinates of
   the vehicle. The data related to vehicle will be stored directly on
   this server. It may be noted that the vehicle location data will be
   stored on this server only and not on the server of the third party.
   The vendor may provision necessary communication infrastructure
   in his project so as to get the data directly on this server. This
   server will also have the city GPS map so that exact location of the
   vehicle can be viewed on city map.

   The vehicle tracking server will also maintain the details of vehicle
   like total kilometers traveled in 1 shift, total number of vehicles
   operated during the day, engine on / off status, location where
   vehicle was at a given time, vehicle number, or code number of the
   vehicle (FRT vehicle no ‗A‘) and other details as required by the
   Discom

   CCTV Server
   This server will record the video images of all installed camera and
   will maintain the recordings for a minimum period of 3 months.
   The server may have video management module to provide CCTV
   functionalities as desired in the tender document

   The CCTV server should provide the features of:
       Playback pre and post event video
       Live video from multiple cameras



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          Live video from a particular camera
          The export of video clips to CD for archiving and for off-line
           review
          Shall support still image capture and export from the MPEG-
           4 video stream

    CTI / IVR server

       For hosting the IVR and CTI application

6.7.13 CCTV

The Call center will have a CCTV for monitoring the activities of the call
center. CCTV will record the activities on 24 x 7 basis. The CCTV
recordings shall be kept for 3 months

6.7.14 Other infrastructure

      Fire alarm system

      Smoke detecting system

      Fire extinguishers (one each for all types of fire)

      Online UPS of 5KVA

      AC (split or windows) depending on the space availability with
       necessary voltage stabilizers

      Table and chairs for the staff

      Racks for the servers

      Patch panel for structured cabling

      Necessary ventilation

      Electrical fixtures like tube lights / fans

      Wall clock

      Access control system at the call center based on (1) contact /
       contactless smart card, (2) biometric authentication and (3)
       personal identification number

      GPS /GIS vehicle and person tracking system also available on
       web for the users accessing the vehicle tracking system

      Security guard (in all shifts)




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6.8   Fault Rectification System


      The vendor will have to provide fault removal team and required
      infrastructure to remove the electrical faults and also to record the
      outage details to create the knowledge database of outages

      The required infrastructure is as follows:

         a. Mobile vans like LCV (for example Mahindra Max) equipped with
            one ladder of 24 feet, T&P like discharge rods, Earthing chains,
            pliers, cutter, tester, hammer, rope, fuse wire, M-seal, Testing
            bulb, power torch etc

         b. Three technical people other than driver out of which one shall
            be ITI tradesman in Wireman/ electrician etc, for each vehicle
            who will remove the fault at consumer‘s premises

         c. One trained driver with legal and valid driving license issued by
            competent authority

         d. GPS based navigation and vehicle tracking system equipped in
            the vehicle.

         e. Mobile phone or preferably one equipment that is capable of
            mobile communication, record OMS details, find out the
            consumer‘s address using GPS maps

         f.   The outage management system (OMS) on PDA. The details are
              provided later in this tender document

      The call center agent will locate the mobile vehicle, which is nearest to
      the location of complaint, through GPS based vehicle tracking system
      or by any other way. The vehicle tracking system along with (inbuilt
      vehicle unit) and connectivity will be provided by the vendor.

6.9   Rectification of the fault
      The vendor‘s fault removal team shall rectify the fault with in 1 hour
      from the time the fault is registered. The vendor shall be allowed to
      cut the terminal cover / box seals of the consumer meter if required to
      rectify the complaint. Such cutting of seals shall be maintained in the
      system which would be available to the website for further sealing by
      the respective AENs.

      The vendor shall attend and rectify the electric complaint in the
      manner described hereunder

      The types of complaints mainly               attribute   to   individual
      consumers no current complaint:

          i. Loose connection from meter side

         ii. Consumer side fuse blown




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                 iii. Loose connection from service line / pole i.e. at termination
                      point of service line from AVVNL mains that may be Pillar Box ,
                      Junction box , Pole etc.

                 iv. Earth not available from pole

                  v. Neutral not available from pole

                 vi. Service line burnt (service line shall be provided by the Nigam
                     and to be replaced by the vendor)

                    The vendor is required to resolve these complaints as a
                    permanent measure. These complaints pertains to individual
                    complaints and are to be rectified in such a way that further
                    rework would not be needed‖

        Other types of LT complaints that Fault Removal Team will have to
        attend along with its level of remedy that FRT will have to do:

        The following types of complaints or any other complaints which may be
        attribute to number of individual No current complaints the vendor in
        consultation with respective AEN/ JEN shall temporarily restore the supply as
        per the level of remedy defined here under. Any shut down if required for
        temporary restoration shall be arranged by respective AEN/ JEN The
        necessary material to be required for restoration such complaints are not in
        the scope of vendor and shall be arranged by respective AEN/ JEN. The final
        restoration if needed will be done by respective AEN/ JEN.


S. No      Fault type                        Level of Remedy               Remarks

   1.      LT open circuit inside the        Temporary reconnection        In
           transformer                                                     consultation
                                                                           with
                                                                           concerned
                                                                           AEN / JEN

   2.      Lug / bushing rod burnt           Temporary reconnection        In
                                                                           consultation
                                                                           with
                                                                           concerned
                                                                           AEN / JEN

   3.      LT main cable fault               Looping if possible           In
                                                                           consultation
                                                                           with
                                                                           concerned
                                                                           AEN / JEN

   4.        1. Knife switch / main switch   Bye pass                      In
                faulty                                                     consultation
                                                                           with
             2. Cable lug damage
                                             Temporary reconnection /      concerned



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S. No       Fault type                            Level of Remedy                   Remarks
                                                  binding                           AEN / JEN

   5.       Circuit fuse blowing, circuit         Re wiring, restore / bye          As per the
            MCB trip / Burnt                      pass                              instructions
                                                                                    of AEN /
                                                                                    AVVNL

   6.       Circuit cable faulty                  Looping                           In
                                                                                    consultation
                                                                                    with
                                                                                    concerned
                                                                                    AEN / JEN

   7.       OH Line damage                        Temporary connection              In
                                                                                    consultation
                                                                                    with
                  Broken conductor                      Restring / remove &       concerned
                                                          Looping                   AEN / JEN


                                                         Replacement / repair
                  Burning of section jumper
                   wires
                                                         Isolating faulty
                  Pole breakage

   8.       U/ G line fault                       Restoring from alternate          In
                                                  source                            consultation
                                                                                    with
                                                                                    concerned
                                                                                    AEN / JEN

   9.       Earthing not available                Reconnect if earth point          In
                                                  available                         consultation
                                                                                    with
                                                                                    concerned
                                                                                    AEN / JEN

   10.      Priority services                     On request from AEN / XEN         The priority
                                                  or above                          services shall
                                                                                    be rendered
                                                  Emergency conditions
                                                                                    bypassing
                                                  Fire / Broken lines               the routine
                                                                                    priority


         It is clarified for the interest of the bidder that in general the fault rectification
         in the LT system does not entail the shut down of electric line and the vendor
         has to rectify the fault on live wires.


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 In case of complaints not covered in the scope of vendor, the call center will
 intimate to AVVNL as per the escalation scheme prescribed in this document.

 For the reference purpose, the bidder may see the following diagram
 depicting LT supply network




                                    L T Supply Network
                   Transformer
                   Transformer LT Bushing

                    LT Main Cable
                                                                       Transformer Distribution
                                                                       Pillar Box

                                                                       Knife Switch / Main Switch

                                                                       L T Bus

                                                                       L T Fuse
L T Pole

                                                                            Feeder Distribution Pillar Box
                                            Under Ground L T Line
                     Over Head L T Line                                     L T Bus
  Jumper
                                                                            L T MCB



           Service Line                                             Service Line

                  Meter                                             Meter




 6.10       Acknowledgement of rectification

            The FRT will take an acknowledgement from the consumer after
            rectification of the complaint. The vendor will take signature and
            landline number / mobile number of consumer in logbook maintained
            in the vehicle.


 6.11       Mobile vans

     a. The vehicles will be of LCV category not older than two years.

     b. The vendor may take the vehicles on hire / purchase, contract or on
        outright purchase. It is important to note that the vehicles are
        not to be transferred after 3 years (of BOOT period) by the
        vendor

     c. The bidder is informed that in city area of Ajmer and Udaipur where
        the roads (and the lanes) are very narrow, the LCV vehicle may not


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       reach the consumer‘s place. In such circumstances the vendor will be
       allowed to keep vehicles that can carry required T&P items and trained
       manpower and ply through the narrow roads / lanes. In the spirit of
       providing prompt services to the consumers at localities where LCV
       category vehicles can not run, AVVNL would allow the vendor to
       maintain smaller vehicles, the vendor is reminded that only LCV
       vehicles at all other locations must be deployed.

  d. The vendor will install GPS based vehicle navigation and tracking
     system on each vehicle.

  e. All the vehicles will have a board both on front and back side having
     ―On AVVNL emergency services‖ written with bright fluorescent color.
     The board will also have the logo of AVVNL

  f.   The driver will always be in uniform and drive safely and will follow the
       traffic rules and regulations.

  g. Members of fault removal team (FRT) will be in uniform, each having a
     badge and identity card which will be displayed at all times.

  h. This is responsibility of vendor that vehicles has all legal documents
     including the permit and driver is having valid driving license

  i.   The FRT will be polite and courteous to the consumer

  j.   On removal of fault, FRT will request the consumer to speak to call
       center executive to inform the closure of complaint. Kindly note that
       the call will be dialed from the mobile of the FRT and not from the
       consumer‘s mobile

  k. FRT will give the priority to the call made by an officer of AVVNL of the
     rank of XEN or above. Faults of such calls shall be rectified
     immediately

  l.   The vehicles can be parked at the locations as per the convenience of
       the vendor. The vendor shall keep AVVNL informed of the locations
       where vehicles will be parked during the idle time

  m. Before commencement of work, the vendor will intimate AVVNL the
     list, type and vehicle registration number along with name of driver.
     Any subsequent change in the same will also be intimated accordingly.



6.12   Requirements of Vehicles

       The agency shall re allocate the peak shift/ morning shift / night shift
       vehicles in order to rectify the faults. In the event there is additional
       load on the FRT due to which its existing strength is not able to rectify
       the faults, AVVNL reserves the right for re allocation of vehicles from
       one shift to another to provide the prompt rectification of the faults.
       Any additional cost due to re allocation of vehicles will be borne by the
       agency.




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               In order to handle the call load it is mandatory that the vendor would
               deploy the following vehicles. The number of average complaints
               mentioned hereunder is on the last three year experience but the
               vendor has to all complaints received which are under scope within the
               ordered price. AVVNL may ask to deploy more vehicles beyond the
               following numbers for a period for at least one month on giving 48
               hours notice which will be deployed by the vendor on the unit rate
               basis as per the price schedule.

               The meaning of vehicle here includes the vehicle with requisite
               manpower and T&P.

Month wise requirement of vehicles (under module 2) 5
                           Ajmer and Udiapur City each
S.     Period       Total      Average number of        Number of vehicles
No                  Months     complaints per day       mandatory to be
                                                        deployed
                                                        8.00     4.00 pm     12.00
                                                        am to    to 12.00    midnight
                                                        4.00     midnight    to 8.00
                                                        pm                   am
1      November      4         135                      9        9           5
       to
       February
2      March to      2         92                       7        7           4
       April
3      May to        4         123                      8        8           5
       August
4      September     2         163                      10       10          6
       to October
5      Total         12




5
 It is envisaged that each vehicle will attend / rectify 30 complaints in a shift. In
case of exceeding the no. of complaints in a shift beyond 40 complaints , AVVNL may
ask the vendor to deploy additional vehicle at unit price basis


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 6.13 Consumer Service Center
 Each customer service center will have 2 customer service executives who will
 interact with customers in English / Hindi between 8.00 am and 8.00 pm. The
 vendor will have to provide its manpower resources in two shifts to manage
 the work effectively.

 The vendor will establish consumer service centers each having the following
 infrastructure:

  I. Two desktop computers (each with 17‖ TFT monitors) having
     appropriate application software. The application software will be
     provided by the vendor. These desktops will be accessing the database
     at call center through internet. The desktops will have VPN client and the
     CCG client

  II. Both the computers will be on LAN through a switch of adequate number
      of ports

 III. One multi functional laser printer to print receipts and acknowledgement
      of the applications submitted by the consumer / customer at each CSC.
      The MFP shall also be used for scanning of documents of the consumer
      and sending the soft copy to the concerned official for prompt services
      to the consumer. The printer will be on LAN

 IV. Customer service center will have an internet broadband connection with
     minimum bandwidth of 2 mbps. The objective of having internet
     connection is to access the various server / systems / web based
     applications at the central location. The vendor may have to increase
     Internet bandwidth in order to ensure that the access is fast so that
     consumers at the consumer service center do not have to wait for the
     reason that internet connection is slow.

  V. The application software will access the consumer‘s information from
     database through internet. The databases will be located at call center
     site. Though billing and consumer databases will be provided by AVVNL,
     the vendor will have to make necessary interfaces with the respective
     databases to access the information.

 VI. Consumer‘s will be attended for all types of services that are related to
     sub division services like request for name change, request for load
     extension / reduction, request for address change, application for new
     connection / cancellation, etc. The consumer shall be given a computer
     generated service number on registering any compliant.

VII. Each customer service center will have 1 UPS of online 1KVA capacity on
     each computer to operate its computers and other peripherals with a
     back up of minimum of 2 hours on full load

VIII. One table and chair for each executive

 IX. Two chairs for customers for each service executive

  X. Each customer service center will have 4 chairs for waiting customers


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  XI. Emergency light in case of no power capable of having a back up of 8
      hours.

  XII. Each customer service center will have two separate drop boxes for
       collecting (1) confidential information on electricity theft / illegal
       connections, and (2) grievances against officers / other staff of AVVNL

 XIII. The drop boxes will be screw tied from bottom in such a way that these
       boxes can not be taken away by anybody. The boxes will have provision
       of dropping an envelope inside the same through a slit on the front
       panel of the box.

 XIV. Each customer service center will have 1 wall clock having 6 inch LED /
      LCD display to be kept in running conditions on round the clock basis

  XV. Each customer service center will have an AC (2.0 T) split / or wall
      mounted depending upon the space available at the division office

 XVI. One mobile phone. The vendor may take mobile connection under the
      CUG scheme of Ajmer Discom. AVVNL will provide necessary assistance
      for getting the CUG connection however payment of such CUG mobiles
      will be made by the vendor himself.

XVII. The customer service center will have necessary placards displaying
      ―customer service executive‖, ―cashier‖, ―waiting area‖, ―May I Help You‖
      and other placards that improves the customer convenience and also
      increases the aesthetic value

XVIII. The customer service center will have a board that will display all the
       services that a customer service center provides to the customers and
       the maximum time frame in which the service is expected to be
       delivered

 XIX. The customer service executives will attend the customers in a
      courteous way and accept their forms or request for information.

  XX. All requests and services shall be logged in the application software

 XXI. In case, consumer requires any service that is to be provided by AVVNL,
      then the customer care executive will log the request and provide a
      system generated service number and tentative timeframe to address
      the same.

XXII. On registration of compliant / request, an SMS would be sent to the
      consumer‘s mobile

XXIII. To generate MIS on monthly basis and to submit two hard copies of
       report to AVVNL.

XXIV. Entire infrastructure will be handed over to AVVNL after 3 years without
      any cost




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6.14   Details of Customer service center

       AVVNL may ask to establish the CSC any where within the
       municipal area of Ajmer/ Udaipur Cities.


            Number of customer service centers
            Ajmer city circle          8

            Udaipur city circle        8


Number of customer service executives at each center:          2

Hardware at each CSC

       Number of desktops in each center (On VPN):             2

       LAN through a switch

       Furniture and equipments at each center

       Chairs for the service executives:                      2

       Chairs for the consumers:                               4

       Chairs for waiting consumers:                           4

       Tables:                                                 2

       Online UPS (1 KVA):                                     2

       AC (split or window):                                   1

       Wall clock:                                             1

       Mounted drop box:                                       2

       Laser Printer (MFP)                                     1

       Emergency Light                                         1

       Water dispenser                                         1



Internet connectivity

Internet connectivity at all consumer service centers to access the servers
and billing and customer database will be provided by the vendor. Minimum
bandwidth for internet connection to be made available will be broadband
2 mbps.

The objective of having internet connection is to access the server / systems
at the central location. The vendor may have to increase Internet bandwidth
in order to ensure that the access is fast so that consumers at the consumer




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service center do not have to wait for the reason that internet connection is
slow.

One of the objectives of this project is to provide efficient and prompt
services to the consumers therefore the bidder must clearly understand that if
2mbps bandwidth is not sufficient, then he will have to increase the
bandwidth upto a level that there is virtually no time in accessing the systems
at central location.

VPN Client and CCG client

The terminals at CSC will be on VPN having VPN client. The call center will
have the appropriate VPN concentrator to ensure data security over the
internet.



The CSC agent will have the CCG client on his desktop for accessing the
multiple applications at the CSC. The CSC agent will also be handling the
work of demand note generation (assessment of demand note) through the
back end application. In order to facilitate interactions with multiple business
applications, the CSC application shall be developed on CCG framework.




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11.      SECTION-III-PART-IV: Technical Requirements of System
      1. Technical requirements
      2. Software Requirements of the call center
         Call Center should offer an integrated, full-featured solution for
         managing consumer voice contacts with all the benefits of the latest
         technology based converged IP Telephony architecture. Call Center
         software should meet the need for the adjunct automatic call
         distributor (ACD) as well as for formal and informal call center, by
         delivering sophisticated call routing, management, and administration
         features for the Discoms‘ consumer care needs. Call Center software
         should offer ease of installation, configuration, and application hosting.
         The solution should be a software based ACD and IVR application.
         Call center solution should support a graphically driven workflow that
         provides a common interface for creating these interactions (also
         known as call flows) and easily creates the business logic between IVR
         and ACD functions.
         Call Center should be a tightly integrated ACD and Interactive Voice
         Response (IVR) platform designed to enhance the efficiency of any call
         center operations by simplifying business application integration,
         easing agent administration, increasing agent flexibility, and providing
         efficiency gains in network hosting.
         Call Center should be a flexible, scalable infrastructure that supports
         key IP-based applications. This integrated Call Center need to have
         robust, feature-rich services such as centralized call processing,
         advanced call management and queuing functions, CTI and centralized
         reporting. It should be single-server integrated platform (providing
         ACD, IVR and CTI functionality) giving independence in agent location,
         improving agent scalability, and providing enhanced ACD features,
         such as skills-based routing and priority queuing.
         Unlike proprietary legacy ACD systems, latest technology based IP
         telephony based call center should be on an open systems platform,
         allowing ease of configuration in creating simple to complex consumer
         interactions.


         Call Center should be a quick-to-implement, single system that offers
         multi-functional call center flexibility, after-hours notification and
         escalation. The Discom needs to improve consumer service,
         responsiveness, and perception of quality of technical support services.


         Call center software should support a single site or multi-site
         environment. All locations should appear as one unified virtual call
         center providing a single unified approach to administration,
         management and supervision.



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1.1.1 Basic requirements

The call center application software shall cover all the functional
requirements including the list of reports given in this document. Any
other list of reports can also be met subsequently.

   1.1.1.1    Ownership and Replication


              IP PBX will be licensed to AVVNL.

              The call center application / operating software will be
              licensed to A.V.V.N.L.

   1.1.1.2    Scalability

              The call center application software shall be usable for
              the range of capacities specified in the Generic
              Requirements for the application and must be scalable
              upto extended number of users.

              The vendor must ensure that, in the event of scalability,
              licensing agreement with the OEM is not breached.

   1.1.1.3    Agents position – hardware and software

       a)     IP agent phones should work on standard Ethernet port
       b)     IP phone should be able to use a single directory that is
              common for the data network and allow display of
              name, extension browsing and dialing by press of a
              button.
       c)     Agent desktop interface should allow agents to login,
              logout, change and view their current ACD state, and
              control calls at their phone.
       d)     Agent desktop interface should also offer a configurable
              toolbar with customizable buttons for common tasks
              (such as transferring a call to the supervisor).
       e)     The system administrator should be able to create
              keystroke macros to automate the process of using call
              data to integrate with 3rd party applications on the
              agent‘s PC.
       f)     The agent IP phones must            support the following
              features:




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        FEATURE
        Audio Volume Adjust
        Call Forward Busy
        Call Forward No Answer
        Call Forward All Calls
        Call Hold / Release
        Call Park / Pickup
        Call Transfer
        Call Waiting
        Calling Line ID Line and Name
        Conference (unicast)
        Last Number Redial
        Ringer Pitch Adjust
        Ringer Volume Adjust
        Speakerphone Mute
        Speed Dial (Auto-Dial)
        Transfer to IVR


g)   It should be possible for callers to be presented with the
     option of leaving a message, while in queue, and this
     message should be routed accordingly
h)   Solution should support remote agents
i)   The Supervisor should be able to Barge-in, Intercept
     calls, silently monitor calls and record Calls.
j)   The Supervisor should also be able to send chat
     messages to an agent or scrolling Marquee messages to
     an Agent Group. The supervisor can view Agent
     Statistics and force agent login/logouts.
k)   Call center software should provides optimal flexibility in
     the call center by providing full licensing to use the seat
     as either an agent or supervisor seat.
l)   Agent seats can be either PC or IP phone-based agent
     stations.
m)   Even if a PC failure occurs, an agent is fully licensed to
     continue working through the IP Phone.
n)   Desktop Agent should give agents tools to access
     information and respond rapidly to consumer requests.
o)   Voice contact work flows, the enterprise data pane, and
     the integrated browser display (screen pop) show agents
     the consumer‘s data as calls are presented, preventing




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          redirection of calls and the necessity for consumers to
          repeat information.
   p)     Task automation buttons and the personal phone
          directory allow agents to instantly activate frequently
          performed functions that shorten response time and
          automate after-call work to follow up on a consumer
          inquiry

1.1.1.4   State-of-Art Technology

          The methodology followed, and the Software/ Hardware
          technology chosen shall conform to state-of-art
          technology trends.

          Call Center should offer an integrated, full-featured
          solution for managing consumer voice contacts with all
          the benefits of the latest technology based on converged
          IP Telephony architecture

1.1.1.5   Administrative Measures

          Administrative measures required for proper operation
          of the call center software shall be mentioned clearly in
          writing in the proposal. In addition to the security
          measures incorporated in the software, it is necessary to
          take administrative measures also to protect the data
          and programs from mutilation or possible computer
          crimes.

1.1.1.6   Access Control

          Physical Access Control

          Controlled physical access to terminals by providing
          terminals in secure areas must be provided. Provide
          personalized access control cards to the authorized
          users of the call center. The cards would contain
          magnetically recorded access control keys.

          Hardwire privileged terminals/ consoles so that
          they cannot be shifted

          Cabling to terminals shall      be   protected   against
          "Electronic eavesdropping‖.

          Physically arrange the terminal to inhibit an observer
          from viewing the operator's keystrokes during the
          logging process.




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                1.1.1.7   Back-up and Contingency Planning

                          Back up procedures shall be documented, and scheduled
                          as per the requirements of the call center. Adequate
                          precautions shall be ensured so that users can
                          adequately recover from damage to hardware, software
                          and data. The draft recovery plan is required to be
                          submitted along with the proposal. The selected bidder
                          will have to submit final recovery plan along with its
                          inception report, after the award of project.

                1.1.1.8   Audit

                          The audit area shall serve as an independent control
                          reviewing the computer use throughout the Call Centers
                          and CSCs. Its control may begin at the general level and
                          may extend to detail testing in particular areas such as
                          the usage of logical access control, physical controls,
                          General IT Controls, Application audit, Database audit,
                          network audit for security assessment

                          AVVNL reserves the right to audit all aforementioned
                          areas using appropriate methodology. In case the
                          application software is found to be having shortcomings
                          the same will be rectified by the vendor on its own cost
                          within 2 weeks. Any extension if required would be
                          decided by AVVNL.

                1.1.1.9   Data Entry Requirements

                          The application program shall be modular in design with
                          clearly specified inputs and outputs linking them with
                          other modules. All modules shall be structured.

                1.1.1.10 Site Independence

                          The software should not require any changes to make it
                          site specific. This shall be achieved by making provision
                          for site specific database which shall be user
                          configurable while installing the system

             1.1.2 General Features of integrated call center application
                   system (the application system refers to the call center
                   software, customer service center software and outage
                   management system)


S. No   Features               Description

1.      Platform Independent   System should be built on platform neutral, open
        solution               architecture with appropriate frameworks for



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S. No   Features                         Description
                                         different modules of the tender.


                                         The solution should      support    deployment    on
                                         Windows / Linux / Unix

2.      Modular Architecture             System should be built on modular architecture
                                         facilitating the implementation of the specific
                                         modules/sub-modules or the entire product in total.

3.      Industry         Standard        System should meet the existing standards in
        Software                         software development.


                                         System should be built using latest industry
                                         technologies for faster and enhanced performance
                                         of the system.

4.      User Friendly Browser            System should have Browser User Interfaces
        User Interface (BUI)             enabling easy operation and administration.
                                         The application should have easy navigational and
                                         sorting features for faster retrieval and viewing of
                                         data.

5.      Database                         The system should support all leading RDBMS of the
                                         industry

6.      Se r vi c e L e v el s           The system should facilitate user defined service
                                         level for each action under each service like
                                         Complaint registration, request processing, New
                                         connection application processing etc.

7.      Consumer Profiling               The system should have a facility of profiling the
                                         consumer based on various parameters. The
                                         parameters for profiling the consumer should be
                                         user defined.

8.      SMS Engine                       The System should facilitate automatic call dispatch
                                         through Short Messaging Service (SMS) to the
                                         concerned people.
                                         The system shall facilitate escalating a complaint to
                                         higher authority through SMS in special cases for
                                         faster resolution.

9.      Dash                     Board   System should have intelligent components, such as
        Intelligence                     decision driven alerts, which should display
                                         instantaneous real-time information (Shift-wise
                                         Load / Pending Complaints/New Connections for


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S. No   Features                  Description
                                  dispatch/Planned Shutdowns / Weak          Points   of
                                  Network / Complaints history etc.)

10.     Integration with third    The software should be able to integrate with third
        party softwares.          party ODBC compliant systems such as SCADA,
                                  GIS, Billing Systems, Works Management, Material
                                  Management and Outage Management, revenue
                                  management, sub division system etc

11.     Executive Information     The Executive Components should consist of Login
                                  Information, Office and designation Information and
                                  Security Access rights Information.
                                  The application should facilitate execution of all the
                                  database related operations such as Add, Edit,
                                  Delete, View and Search easily from the BUI.

12.     Help   and      Support   The system should have in-built process help and
        System                    context specific application help for faster and easy
                                  operations.
                                  The system shall have well laid out do‘s and don‘ts
                                  pertaining to the end users using the system. The
                                  system should have contingency-crisis management
                                  information such as the contact details of the
                                  people to whom the problem shall be reported in
                                  case of an emergency.
                                  The system should provide easy and quick
                                  searching of information pertaining to the customer
                                  related information

13.     Role            Based     System should provide access rights to the different
        Permissions (RBP)         modules of the system based on the Login
                                  Information.
                                  The system should provide access control to the last
                                  level of application access, such as whether the
                                  users    can    access/view/modify  a     particular
                                  information or field of a screen.
                                  The system should have login and office based
                                  configurable reporting interface enabling the users
                                  to view the data corresponding to their own domain
                                  of functional control and privileges.

14.     Configuration             System should provide configuration module in
        Management         and    order to configure the database information based
        Customization             on the user login information, Enabling and
                                  Disabling Application Logging, Audit trails and
                                  Database Logging, and changing the Logging Level



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S. No   Features                 Description
                                 (info, warnings, errors, critical).
                                 The configuration module shall provide for
                                 adding/creating new users, accounts, complaint
                                 types, complaint masters and various master
                                 tables.
                                 System should      facilitate for dynamic database
                                 reconfiguration.

15.     Audit trail              The audit trail information which will help in
                                 bringing accountability of the users of the system
                                 shall provide well-defined administrator level audit
                                 trail system for monitoring and ascertaining
                                 application and database level operations performed
                                 by end-users.

16.     Redefining    process    The system should have a facility for changing the
        rules                    process rules such as redefining the escalation,
                                 service levels, payment details, inspection details &
                                 durations, registration numbers conventions etc, by
                                 the administrator.

17.     Application   Remote     System    shall support remote logging and
        Monitoring       and     monitoring of the system to carry out activities
        Logging                  related to database reconfiguration and hot
                                 deployment of application updates.


18.     Data Replication for     The System should have seamless data pooling
        Centralized Control &    system using industry tested and accepted
        Supervision              technologies. The centralized database should be
                                 available for web publishing for generating online
                                 MIS reports.

19.     Extensive   Analytical   System should generate various types of analytical
        and Decision Support     reports for MIS. The reports shall be available in
        Reporting                various formats such as MS Word, Excel, HTML etc
                                 with printing facility. The reports should contain
                                 header and footer information, paging information
                                 for viewing particular number of records at a time.
                                 The reports shall provide graphical representation of
                                 MIS data, wherever necessary.

20.     Load monitoring and      The System should facilitate the supervisor to
        balancing                monitor and balance load coming on to each agent
                                 in terms of the tasks handled by them, enabling
                                 optimum utilization of the workforce.




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S. No   Features                     Description

21.     Backup     procedures.       The System should provide for in-built automated
        (Database         and        database    backup    procedures   at   predefined
        Application)                 schedules, without the necessity of end-user
                                     intervention. The System should provide for manual
                                     entry of day-to-day operations, which will act as a
                                     back-up facility in case of system / application
                                     down.
                                     In case of power failure, manual receipt of
                                     complaints and dispatching will be done.         The
                                     application    should    facilitate entry    of such
                                     registrations into the system at a later stage.

22.     Report Builder               The system shall have the facility to provide the
                                     end-user to define and generate ad-hoc reports as
                                     per his chosen report criteria, through an easily
                                     operable report-builder interface.

23.     Efficient            Error   System should display error code, brief description
        Handling                     of error, possible cause of an error and suggested
                                     rectification for the error. Errors should be
                                     categorized for easy problem identification and
                                     rectification.

24.     Security                     The     system     should   provide  appropriate
                                     security/licensing features at application and
                                     database levels.


              1.1.3 Technical Features

                      Following open industry standards should be supported in the
                      proposed solution


                    Industry Standards

                    G.711

                    G.729a

                    H.323 V2

                    ODBC

                    JDBC

                    SQL




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                 TAPI

                 JTAPI

                 TCP/IP

                 DNS


The proposed call center software must have following features:

      Call center capabilities and Intelligent Network Infrastructure: Fully
       integrated single server solution that combines ACD, IVR and CTI applications
       with a converged Internet Protocol (IP) solution. Ability to provide highly
       reliable and available switching systems, a wide variety of gateways to the
       PSTN and legacy TDM equipment, and a strong selection of IP phones.


      Support for Open System Standards: The software should be committed
       to support open system industry standards, such as H.323, 802.1p and
       802.1q, MGCP, Telephone Application Programming Interface (TAPI) Java
       Telephony Application Programming Interface (JTAPI), etc.


      Voice Messaging: Scalable, cost-effective voice messaging solution that
       supports industry standards, such as AMIS-A, VPIM, LDAP and IMAP.


      System Administration: Maximum flexibility for rapid, efficient, and cost-
       effective configuration changes, affecting personnel and associated IP
       telephone equipment through a standard browser-based interface.
      Scalability:  Modular, cost-effective growth in both the ACD and IVR.
       Investment protection moving forward is critical.
      Leading Edge Technology: The ability to incorporate future requirements
       and technological advances as they become available.
             1.1.4 System Operation and Management

                     The system shall be so designed as to enable economic and
                     flexible handling of system administration, maintenance
                     supervision and performance measurements.

             1.1.5 System administration

                     A user-friendly GUI (Graphical-User-Interface) shall be provided
                     for easy administration of Call Center. It shall support the
                     management      of   databases,   initialization, interrogation,
                     modification and deletion of various user programmable
                     parameters and global parameters.




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      Suitable safeguards shall be provided to debar unauthorized
      persons from accessing the databases.
      Access to system operations should be controlled through
      multi-level password and authentication checks.

      It shall be possible store, retrieve a log of commands/actions
      and responses.

      Some of the system administration features that should be
      done are as follows:


       a) System administration application should be accessible
          from any workstation on the LAN /WAN, using a standard
          web browser.
       b) Security should be provided to prevent unauthorized
          access to the administration application by using
          usernames and passwords.
       c) There should be at least three levels of security that
          should be defined
       d) There should be no limit to the number of administrative
          users that can be given access passwords.
       e) Administrator should be able to reload the database if
          they needed to restore a previous configuration.
       f) On-line help application should be available

1.1.6 System Supervision

      Provision shall be made for continuous testing of the system to
      allow both system quality check and fault indication as a fault
      arises.

      The system shall provide for printouts and visual/audible
      alarms to assist in efficient administration. Real Time visual
      matrices display shall be provided to monitor the operations.

      The visual display and the devices for manual control of the
      different parts of the system shall preferably be centralized on
      a supervisory panel. Details of the displays and the control
      arrangement shall be provided.

      There shall be a provision       for   manual   loading   of   the
      programs/software modules.

1.1.7 System Monitoring and diagnostic

      The diagnostic capability of the system shall be such as to
      minimize the human efforts required.

      Any malfunction in the system shall initiate a fault message or
      a visible and audible alarm. The fault information shall direct



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     personnel to the appropriate maintenance manual for location
     of the faulty unit or for detailed procedures on further action to
     be taken for rectification of the fault conditions. The
     classification of alarms in the system should be indicated.


     a)    SNMP Support: 'SNMP Traps', i.e. Notification messages
           of high-severity system errors should be generated. These
           traps should be monitored by any SNMP-based network
           management system (NMS) remotely.
     b)    Server Log: The call center software should support the
           sending out of high-severity error messages to Server
           Log.
     c)    System log Support: The call center software should be
           able to send common event logging messages in standard
           Syslog format to any third-party Syslog server for remote
           troubleshooting system problems
     d)    Traces: The call center software should log specific,
           detailed trace information for troubleshooting system
           problems into a file. The level of trace information can be
           configured. As this is browser based, it can be accessed
           remotely. Following remote diagnostics should be
           available. Administrators should see and access any
           alarms or alerts on the system from remote terminals

1.1.8 Workforce Optimization

          Workforce Optimization should be supported with
           integrated call center software which would            help
           supervisors and other managers align call center
           performance with business objectives by integrating
           workforce optimization within the team's daily work
           flow -- combining agent and supervisor desktop tools in a
           composite application with workforce optimization
           software to unify the entire consumer interaction process.
          The workforce management component should support
           allowing call center managers to develop schedules for
           multiple sites, manage critical performance indicators, and
           manage real-time adherence to schedules.

1.1.9 Management Information System

     The Call Center shall have the Management Information System
     (MIS) feature of providing online and off-line statistical
     information for monitoring the overall performance of the Call
     Center.

     The call center solution should provide real-time and historical
     data necessary for mission-critical contact-center reporting.
     Real-time reports should be provided both at the supervisor
     level on a per-agent team basis as well as at the Administration



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level across the entire call center. The Reporting function
should provide accurate and timely reports on contact-center
activity, helping managers to make informed decisions
regarding staffing levels, contact handling procedures, and
technology investments. Standard Reporting templates should
provide automatically operational functions for common
reporting needs. Custom reports should be able to extend the
standard Reporting package to meet specific reporting needs.
The open software architecture of call center should allow for
export of Reporting data in a variety of formats.

Basic reporting and call statistics should be available both in
printed report format and on-line. The on-line information
should be viewable by a supervisor. Agents are measured by
the number of calls taken for the day and by average handle
time. Typical reports include:

    DNIS /DID application activity—shows the number of calls
     received in the call center by each of the inbound DNIS
     and DID numbers.
    Agent activity report—shows summary information
     separated by agent, such as number of calls handled,
     average handle time, and total hours logged in.
    Agent Idle with reason profile—shows the number and
     total time spent in idle mode by each idle code

The Call Center shall maintain the Call Detail Records (CDRs) of
all the calls handled through various accesses(containing the
Callers Identity, Service Requested, Time, Date, actual time of
answer, time in queue, nature of action, time of disconnection,
etc.,) and maintain counters for the parameters such as

        No.   of   calls offered
        No.   of   calls answered by the IVRS
        No.   of   calls routed to the agent's positions
        No.   of   requests for proactive dialing
        No.   of   FAX requests
        No.   of   requests for various types of services
        No.   of   requests through various user accesses, etc.

The Call Center shall generate various real-time, historical &
statistical reports (hourly/daily/monthly) based on the above
information, some of which are given below.

        Call Completion of IVRS
        Call Completion of Agent position
        Average time taken to answer the call by IVRS/ Agent
        Average time in queue for each type of service
        Maximum time in queue for each type of service




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Average holding time of the junction/IVRS/Agent's position for
each type of service

      No. of calls answered within the stipulated time
      No. of calls abandoned due to non-availability of free
       agent's position
      No. of calls abandoned by the callers due to delayed
       answer
      No. of proactive calls made and affectivity
      No. of FAX requests and affectivity, etc.,
      Performance of each agent/agent groups, etc.,

It shall be possible to observe the performance of the Call
Center for the above parameters during a given period in steps
of 15 minutes and generate the statistical reports.

It shall be possible to observe the activities of each component
of the Call Center at a give time which shall indicate the calls in
progress, the status of the agent's positions, junctions, links,
etc.,

The Call Center shall also generate various statistical reports
(daily/monthly) for the requests handled with the following

      No. of service requests for each type of service
      No. of requests cleared with the stipulated time period
      No. of requests pending for various reasons

The efficiency of the sections for each type service

The Call Center based on the performance indicators shall
suggest the augmentations required in terms of the junctions,
agent's position, etc., for maximizing the efficiency of the
system.

The report on maintenance module shall be generated with the
following output reports:

      Master creation of preventive maintenance schedule of
       electric assets circle wise
      Monitoring of maintenance schedule
      Creation of database of faults linked with electric assets
       based on the call centre data
      Analysis of repeated calls of same nature or clustering of
       calls from a particular region and rescheduling of
       maintenance schedule to minimize the calls
      Related reports for MIS
      Related     infrastructure    like   system     software,
       communication, hardware etc.




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             1.1.10 Alarms

                    The Call Center shall generate an audio visual alarm in real
                    time whenever the threshold crossing is observed and display
                    the alarm with the details and counter measures suggested on
                    the supervisor position. The system shall store all the alarms
                    and report can be generated on request by the supervisor.

      1.2    Functional requirements of call center

             The functional requirements of Call Center shall be to provide various
             services as mentioned and also the services that are likely to be
             offered in future.

             The essential features of a call center:

             1.2.1 Accessing of the Call Center

             The Call Center shall serve the purpose of a consumer service center
             and also handle incoming and/or outgoing telephone calls, e-mails,
             voice-mails, Fax etc. from/to the Consumers, in support of the
             customer services provided by A.V.V.N.L. as a service provider.

             The person manning the Call Center position shall be called an agent.
             The Call Center shall be accessible in the following ways

                    1.2.1.1        By Telephone

                      The access to the Call Center by the customer shall be by
                      dialing a 155333 through BSNL land line or BSNL WLL
                      connection 6to be obtained from BSNL. The PSTN exchange
                      will send all or last few of the digits to the Call Center. The
                      Call Center shall intelligently answer the call, identify the
                      service requested based on the digits received/dialed by
                      Consumer through interaction and shall intelligently route the
                      call.


                    1.2.1.2        Through Internet

                      The Call Center shall be web-enabled to offer web based
                      interactive services on the Internet. An Internet Consumer
                      through a web browser can request a service or query the
                      databases with password access, in respect of web based
                      services.


6
   155333 / 1912 is short access number provided by BSNL for power utilities call
center besides it backend original number. The consumer who wish to call from other
than BSNL / WLL number will have to dial the backend / original number to which
155333 / 1912 is allocated .


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       It shall provide a facility of registration to individual user by
       allotting a unique Personal Identification Number (PIN).

       The Call Center shall provide such web browsing capability on
       the agent's position as well. It shall provide the various
       popular internet communication means such as e-mail, chat,
       bulletin board etc.

1.2.2 Intelligent Answering

      The Call Center shall have the function of requesting for the
      Calling Line Identification (CLI) or the Automatic Number
      Identification (ANI) information from the telephone system.

      The Call Center shall identify the type of service requested by
      the Consumer based on the dialed number also called Dialed
      Number Identification (DNI) in case of Dialed Number
      Identification Services (DNIS).

      Depending on the DNIS, the call shall be either routed to an
      IVR or agent.

      ANI (Automatic Number Identification) and DNS (Dialed
      Number Identification) shall be captured by CTI server and
      transmit to the intelligent workstation or IVRS.

      In welcome message, IVR will collect consumer number from
      caller. If required, PIN may also be collected and validated.
      Collected consumer number and PIN will be sent to Agent or
      IVRS for further processing.

      Dialed number shall be translated to a meaningful message and
      then displayed on screen of the agents instead of a number.
      The agent shall thus be able to know the kind of service the
      customer is looking for and the caller identification.

      DNIS shall also be used to activate corresponding application
      on the Agent‘s Intelligent Workstation.

      When the call is routed to an IVR the information such as CLI,
      DNIS, Consumer No etc., shall be passed on to the IVR, based
      on which the IVR initiate an appropriate application. IVRS shall
      support the storage of the telephone numbers and consumer
      number which would be used for dialing back the Consumers.

      The IVR shall transfer the call to an agent position on request
      of the Consumer/ when the query is too complex to be handled
      by the IVR, along with information collected from the caller
      along with consumer number.




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      When the agent answers the call, the Consumer's relevant
      information as per the service request being processed shall be
      presented on the agent's computer screen, eliminating the need
      for the agent to repeat the questions asked by the IVR unit.

      In some of the applications, the IVR may route the call directly
      to the agent position soon after the welcome message and
      getting Consumer Number.

      When a call is routed to an agent position, the Call Center shall
      bring up an appropriate screen based on the service requested
      for each incoming call along with the information such as
      Consumer's name, address, type of Consumer, etc., which is
      user programmable.

      The call center shall also display the following information
      pertaining to the consumer:

            Against the current service, the pending application(s) /
             request(s) and their status

            Against earlier requests, the pending application(s) /
             request(s), if any and their status

1.2.3 Call Queuing

      When the number of incoming calls exceeds the number of
      agents available to answer them, the calls shall be queued.

      The Call Center shall hold the call(s) until a specific agent is
      available to answer the call.

      The Callers who are put in a queue shall be fed an
      announcement informing them of their status at regular
      intervals.

      It shall be possible to play advertisements/ announce new
      features offered while in queue.

      The system shall be able to hold the call for three minutes after
      which a proper announcement/request shall be sent to the
      customer. During these three minutes appropriate messages
      shall be fed at regular interval.




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1.2.4 Intelligent Call Routing

Call Routing

   a) Call routing from a single application for all call center locations
      must be provided

   b) Following routing strategies should be used with proposed
      system



                S No       ROUTING

                    1.     Application Based Routing and Reporting

                    2.     Automatic Call Distribution

                    3.     Call By Call Routing

                    4.     Call Re-Routing Based on Wait Time

                    5.     Call Re-Routing Based on Non-Answer

                           Conditional Routing based on Time of Day,
                    6.
                           Day of Week and Holidays

                    7.     Conditional Routing based on Calls in Queue

                    8.     Conditional Routing based on Caller Origin

                           Conditional Routing based on Dialed
                    9.
                           Number

                           Conditional Routing based on Caller Entered
                    10.
                           Digits (CED)

                    11.    Database Call Handling

                    12.    Overflow (retains queue position)

                    13.    Priorities

                    14.    Skill-Based Routing

                    15.    Build your own Strategy Routing




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c) Skills Based Routing:
          Routing to specific agents or skill groups on new or
           transferred calls
          Calls can be queued at multiple skill groups
          Call prioritization in queues should be supported
          Skill Competency ensures the calls are handed by
           Agents with higher competency levels than the ones
           with lower competency level
          Queue thresholds can be set.


d) Agent proficiency setup should be supported


   Call center software should support up to 75 agents with up to
   150 calls in queue. All contacts should be ―queued‖ in the same
   fashion regardless of media type. Routing priorities must be
   available with your solution.

   It shall be possible to predefine the agent position as per the
   service requested or to the particular agent (s) who normally
   handle the segment of Consumers to which the caller belongs.
   The routing shall be based on the consumer or DNIS
   information.

   It shall be possible to generate and update segments of
   Consumers based on the type of Consumers, such as
   residential, low/medium/high power commercial Consumers,
   new Consumers, etc., and language preference, agent
   preference, etc.,

   The Call Center shall retrieve the source of information for
   segmentation from the billing system and through manual
   entry.

   The Call Center shall support Transfer Load Balancing feature
   which allows:

      To transfer calls to different agents/agent groups uniformly
       and to the least-busy agent/group.

      To allow agents to transfer calls to, and conduct conference
       Calls with, other agents--while viewing the same on-screen.

   If a Consumer abandons/disconnects the call while waiting for
   an agent, with a request to call back, the Call Center shall
   record the list of such numbers and automatically make the call
   proactively and offer to the respective agent(s).




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      The call center shall also allow callers to leave voice messages
      for agents before hanging up. The call center shall provide
      mechanisms for supervisor to listen to those messages through
      their computers multi-media speakers.

1.2.5 Interactive Voice     Response     (IVR)   and    self   service
      capabilities

      The IVR shall prompt the caller for dialing digits as input and
      use that response to perform actions on a database.

      The database operations usually involve retrieving particular
      record(s) and perform read/write operation in the course of
      performing transactions.

      The IVR applications shall support Hindi, and English languages.

      The IVR shall allow speaking of dates, numbers, currencies and
      English alphabets without requiring text to speech engine.

      Some of services that must be provided in the system:

            The solution must provide an integrated ready-to-use
             IVR solution and should not require purchase of
             additional IVR services/hardware.
            It should have features like an IVR queue point, custom
             call treatment, arbitrarily deep voice menus, custom
             voice prompts, and the ability to process consumer
             phone keypad presses through dual tone multi
             frequency (DTMF) processing to make routing decisions
             or to present a screen pop to the agent.
            The software must have fully automated self-service
             applications integrated with agent-assisted contact
             interaction management.
            Atleast two full self-service IVR ports should be there
             with no additional charge.
            Support should be provided for adding advanced self
             service technologies such as Automatic Speech
             Recognition (ASR), Text to Speech (TTS), and Voice
             Extensible Markup Language (VoiceXML), as well as
             providing support for real-time notification services
             through e-mail, fax, or paging and the ability to invoke
             custom work-flow processing (for example, Web-based
             call back) through HTTP requests.

1.2.6 Predictive/Auto Dialing

      Through the feature of Predictive/Auto dialing, the Call Center
      shall automate the outbound calls.




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      The phone numbers shall be stored in a central database. The
      system automatically shall dial the numbers and transfers each
      call to an available appropriate agent and when the call is
      answered.

      The Call Center shall be capable of determining when to place
      the next call, based on the volume and average length of calls.

      It shall be possible to lock an agent position before initiating
      the call, so that an agent is guaranteed to be available as soon
      as the call connects the called party.

      It shall be possible to have automatic dial-outs from multiple
      tables running at the same time. It shall be also possible to
      prioritize calls between these dial-outs.

      It shall be possible to configure the time of day when these
      calls shall be placed.

1.2.7 Management capabilities and supervision features

         The system should have ability           to monitor critical
          performance metrics and actively chat, monitor, record, and
          send team messages allows managers to coach, train, and
          encourage agent behavior so that agents consistently
          perform the job function and process calls efficiently.
          The system should have ability to send agents scrolling
          team messages and chat with individual members or the
          entire team enables supervisors to coach agent behavior,
          resolve problems, and instantly communicate business
          changes, allowing supervisors to coach agents unobtrusively
          on cross-sell and up-sell opportunities and helping agents
          resolve consumer situations.
          Within the supervisor desktop, call center managers can
          see team performance, agent statistics, and status at a
          glance using easy-to-navigate tabbed pages and graphical
          reports.
         To coach agent behavior, they can silently monitor calls and
          offer encouragement using Chat.
         Call Recording can also be initiated for later review and
          training. Supervisors can interrupt an agent's call to create
          a three-way conference, and then interact with both the
          caller and the agent to help resolve a concern.
         A supervisor can remove the agent from a call using the Call
          Intercept feature, allowing the supervisor and caller to
          complete the call on their own while the agent handles
          another consumer request.
         Supervisors can change an agent's state from their desktop.
         Supervisors can easily log out missing agents or make
          unintentionally idle agents ready to take calls.




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1.2.8 Information Access

     1.2.8.1       External Applications

     In A.V.V.N.L. Network, the Customer Service applications such
     as Commercial, Billing, Payment, Fault Repair Service, GIS etc.,
     are either integrated on a single platform or operating on
     different systems.

     The Call Center shall query and update the relevant information
     by interacting with such systems already available in the
     network, which the Call Center is serving, through appropriate
     hardware and software interfaces.


     The supplier shall provide necessary hardware and software at
     both ends for interfacing to these systems without calling for
     any modifications in the existing systems.

     The Call Center will be interfaced to these systems in any of the
     following modes

                          As a work station in the LAN/WAN
                          As a local/remote user terminal

                   The access to these applications shall be through
                   password security both at the Call Center as well
                   as the application.

                   While interacting with the external application the
                   Call Center shall display the screen preferably in
                   the same format as it is displayed on the user
                   terminal of that particular system as the agents
                   are conversant with the user screens of the
                   system,    along    with   the    with   additional
                   information related to the service request.

     1.2.8.2       Internal Applications

                   Call Center shall provide the applications
                   internally, wherever the desired application is not
                   available externally, in the segment of the
                   network where the Call Center is working, as per
                   the requirements of A.V.V.N.L.

                   The internal databases are to be accessed in such
                   internal applications.

                   The Call Center shall be capable of providing
                   automated information access and application




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                           processing to the Call Center agent as well as the
                           Consumers.


             1.2.8.3       Automatic Dialing Outbound Calls

                           The Call Center shall support the feature of
                           automatic notification which makes use of
                           automated out dialing and IVR to notify one or
                           many Consumers of situations that require
                           immediate attention.

                           In some of the applications it shall be possible to
                           announce modified operating procedure/re-
                           registration of the additional facilities, etc.

1.3   Customer Services from Call Center

      The detailed service description of various customer services to be
      provided from the Call Center.

      The Call Center architecture shall support creation of services as per
      the requirements of A.V.V.N.L. without involving changes in the
      existing hardware and software.

      1.3.1 Services to be provided

      The role of the Call Center is to provide a single window for the
      customer services. The Call Center shall integrate the existing
      applications operating in the network through appropriate interfaces in
      bring them to the Call Center platform.

      Personal Identification Number (PIN)

      The access to some of the services over telephone shall be restricted
      through Personal Identification Number (PIN), as given below.

      i.    The Call Center shall provide a tool to generate the PINs unique
            to each Consumer and maintain the details and generate address
            slips along with the PIN for notifying the Consumers.

      ii.   The Call Center while accepting requests for some of the Call
            Center Services, shall ask the Consumer to dial the PIN and
            correlate the PIN with the CLI/Consumer telephone number.

      The system shall support change of PIN by the Consumer through
      Change of PIN service. In this case also the request shall be accepted
      by correlating the existing PIN with CLI/phone number.




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           1.3.1.1          The following services shall be provided from the
                            call center / consumer service center

                     Customer Services
                           Commercial services including new connections /
                            requests
                           Request for technical matters like pole shift, line shift
                            etc.
                           Billing services
                           Payment Reminder Service
                           Complaints / grievances

                     Operation related Services

                           Compliant Booking service of FRS
                           Change of Meter
                           Change of PIN

                     Information Services

                           Operating procedure of various facilities
                           Tariff/Miscellaneous/Planning related enquiries

2.   Architecture of Call Center

     The architectural over view of the Call Center, and the hardware and software
     standards of the Call Center

     2.1      Functional Architecture

              Customer Access Interface: The Call Center architecture shall provide
              the customer access by telephone, and Internet.

              Call Manager: The Call Center architecture shall provide the tools to
              monitor, manage, and report on the requests handled and the
              resources of the system as a whole.

              Agent Tools: The Call Center architecture shall provide necessary tools
              for the agent to see hear and interact with the system.

              Customer Service Applications: The architecture shall provide the
              applications necessary to provide various customer services

              Call Center Applications: The architecture shall provide the applications
              necessary to have the functional requirements mentioned earlier.

              Intelligent Middleware: The Call Center architecture shall provide the
              middleware necessary to the hardware and software interface to the
              local/internal databases and external applications.




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      Development Environment: The architecture shall provide the tools to
      create and customize the Call Center environment, as per the
      requirements of the user.

2.2   Physical Architecture

      2.2.1 Call Center Architecture

            The Call Center shall be in AVVNL‘s premises and shall handle a
            large number of service requests.

            The Call Center shall be having necessary interface to all the
            external applications. These interfaces shall have to be
            provided by the vendor/supplier.

            The exact architecture of Wide Area Network (WAN) and LAN
            required in the Call Center for accessing the external
            applications shall be worked & provided in consultation with
            AVVNL authorities.

            The system architecture shall have typically the following
            components:

                   Interactive Voice Response System (IVRS)
                   Computer Telephony Integration (CTI) Server
                   Database Server
                   Agent Station (Agent/Supervisor/Administration/Monitor
                    & Alarms)
                   Printer (s)

      2.2.2 Agent‟s Telephony Operation

            The intelligent workstation of the agent shall be provided with a
            soft-phone with the following functions:

                   Call transfer including ―Blind Call Transfer‖ and
                    ―Supervising Call Transfer‖
                   Call hold
                   Call Release
                   Assist (call to his/her queue Supervisor)
                   Supervisor Monitoring (Service Observing – Listen only
                    & Listen/Talk mode)
                   Make Call
                   Mute
                   Not disturb(Block)
                   Internal call
                   Transfer out
                   Transfer to IVR
                   Intercept call
                   Force busy/idle/logout etc.




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      Agents shall be able to perform any of the above functions
      through the keypad of their telephone sets/headsets or through
      soft-phone application inter-changeably.

2.2.3 Agent‟s station Interface

      The call Center shall support ―free seating‖ concept, meaning
      that an Agents shall be able to identify themselves and login
      from any stations in the call Center.

2.2.4 Multilingual Support

      The IVR applications shall support recording of speech in Hindi
      and English languages

2.2.5 CTI Server

      The software must provide the ability to integrate with any CRM
      or other application that can run on the agent's desktop using
      keystroke macro emulation to automate the transfer of caller-
      entered information or integration through an external
      application action. The solution should have screen-pop
      integration capability. The call center software must provide
      powerful integration tools through support for custom Java
      classes and methods that can be invoked under real-time
      workflow control.

      CTI server is used to interconnect various systems (e.g.
      intelligent workstation and IVR system) of a call center to an
      ACD system. The CTI server shall be able to interface to the
      common IVRS systems using TCP/IP socket communication.
      The Computer Telephony System shall be built around
      comprehensive reference architecture, for incorporating various
      applications and technologies.

      The system shall be compliant with industry standards for the
      following and the supplier shall mention the standards followed:

            Low-level bus and hardware interfaces
            High level applications programming
            Software interfaces

2.2.6 Call transaction Log:

      A call transaction Log for both inbound and outbound calls shall
      be created automatically by the CTI server while a call is
      received by the ACD system. The call transaction log shall be
      saved on the hard-disk of the active CTI server automatically
      while the call is dropped (customer or agent)

      The call transaction log shall contain the following information:



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            Time of call received into ACD
            Time of call answered by agents
            Time of call disconnect
            Duration of call in ACD
            Call handling time by the agents
            Both source and destination operator ID
            In case of call from PSTN, trunk ID shall also be included
            ANI and DNIS
            User data from IVRS or Intelligent work station
            CTI server shall be able to synchronize itself to the ACD
             clock
            CTI server shall support host base routing. It shall able
             route the calls to different agents or group of agents

2.2.7 Telephony Application Objects:

      The Telephony Application Objects for media processing shall
      have open, hardware independent architecture for deploying
      multi-vendor, client server computer telephony applications.

      The Telephony Application Objects shall support various
      applications which can be multi-vendor applications, sharing a
      common server and resources to have an integrated approach
      for media processing and switching services.

      Through this approach it shall be possible to modify, add or
      expand the existing services. Database Standards

      The database system used in the Call Center for all the internal
      applications shall conform to Relational Database Management
      System (RDBMS).

      It shall be the responsibility of the supplier to make these
      databases web enabled through necessary hardware/software
      interfaces.

2.2.8 Switch and Automatic Call Distribution System (ACD)

      The ACD system shall handle a large volume of calls on a first
      come first serve basis, distributing among the lines equitably by
      presenting the first call to the line idling over the longest period
      of time. It distributes calls to the appropriate call handler
      whether that is an IVRS, a human agent or a combination of
      two.




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2.2.9 Interface

      Interface to Public Switched Network (PSTN) should all support:

      Physical Interface
          DEL / CO
          E1

      Signaling
          DTMF
          Pulse
          ANI & DNS

      ACD system shall be able to receive CLI and DNIS information
      and passes on to IVRS and Agents via CTI server.

      Interface to other call center components.

      The ACD system shall be able to interconnect to the following
      call center components.

            Interactive Voice Response System (IVRS)
            Computer Telephony Integration (CTI) Server
            Voice Recording Unit (VRU)
            Outbound Dialer System/Predictive Dialer

      System Functionalities

            Call Routing
            Pre-defined routing
            User shall be able to pre-define the routing according to

            Staffing Level
            Digits entered by customer
            Incoming trunks (DNIS)
            It shall be possible to route the calls to the following
             destinations
            Any Announcement
            Any queue
            Any extension
            Any outgoing trunk
            A busy tone
            Music source
            Any IVRS lines




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2.2.10     Telephony Features

         The system shall be able to provide the following telephony
         functions as an extension of ACD:

               Incoming calls only: Lines shall be restricted to accept
                terminating calls only.
               Outgoing calls only: Lines shall be restricted to originate
                calls only.
               Tone & Pulse dialing: Both Tone & Pulse dialing shall be
                supported.
               Call Transfer: call transfer shall allow the transferring of
                calls on hand to any directory number or outside the
                system.
               Call forwarding: Call-forwarding shall allow re-routing of
                incoming calls, busy calls or no- answer calls to a
                designated number within or outside the system.
               Call hold: An agent shall be able to hold an incoming call
                with AVVNL specified music source for as long as the
                ACD can allow.
               Call release: An agent shall be able to release a call on
                the end of the conversation with an inbound customer.
               Supervisor monitoring (Service observing): (Listen only
                and Listen/Talk mode) – Supervisors shall be able to
                monitor the conversation in Listen only mode and in
                Listen/Talk mode.

2.2.11 Other Features

         Call progress monitoring: The system shall be able to provide
         overall call center performance. It shall be possible for the call
         center managers/supervisors to view and control their inbound
         call routing instantly from any location.

         Call Detail Recording: The system shall be able to record call
         details for all incoming & outgoing calls.

         Traffic Monitoring: The system shall be able to monitor call
         traffic in real time through every node of each in bound service,
         providing immediate feedback on call volumes and efficiency of
         the call routing.

         Announcement: The system shall be able provide the following
         announcement (Pre-recorded Message) to the callers;
             Delay announcement – Announcement to caller after a
               call is waiting for predefined time.
             Busy Announcement – Announcement to caller if all the
               agents are busy. Busy means either the ―Number of calls
               in queue‖ is larger than a threshold or the ―oldest call in
               queue‖ is waiting for threshold.




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            Night announcement – Announcement to caller when the
             call center is closed (out of office hour). The call shall be
             routed to a voice mail or busy tone provided. Agents
             shall be able to decide the service hours for each
             service.
            Information Announcement – Selected information to
             caller depending on the call from incoming trunks or
             digits received.
            Waiting Time/position announcement – Announcement
             of position in queue and the projected waiting time to
             the callers.
            Music on hold/call transfer – These features shall also be
             provided. Real time matrices display shall be provided to
             monitor the operations.

      Conversation Recording: The call center shall include the facility
      to record agent caller conversations. It shall be possible to
      record all calls landing in the call center. A supervisor shall be
      able to initiate recording of a conversation. In such Cases there
      shall be no indication on the Agent‘s phone or workstation
      about such recording. An agent shall be able to initiate
      conversation recording from his workstation. It shall be possible
      to listen to those recorded conversations through multi-media
      speakers on any computer on the network. It shall be possible
      to make search through conversation database based on date
      of recording agent ID etc.

      Supervisor Console: The call center shall provide a graphical
      console application program for the Supervisor‘s workstation.
      Any supervisor shall be able to monitor or control any group in
      the call center. It shall show the live activity of each agent in
      detail as well as in a summarized fashion including information
      like total number of calls received, calls answered, average
      response time etc. The supervisor console shall also graphically
      display the live status of the call center as well as statistical
      information like agent performance, current session summary,
      number of calls waiting in the queue, call traffic etc. Live status
      of a group shall be shown, including waiting calls and calls
      being answered currently. Access to the Supervisor console
      shall be restricted. It shall be possible for a Supervisor to
      attend calls whenever necessary.

      Remote Administration: Remote monitoring of the call center
      shall be possible to ensure higher uptime of the overall system.

2.2.12 Security Features

      Call Center shall provide for all the required security features
      wherever needed. It shall provide for appropriate Firewall for
      providing internet security. The call Center shall provide
      necessary security features for data & applications. Multi-tier



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      approach shall be adopted to control access at the following
      point:

             Sever Level
             Database Level
             Request Level

2.2.13 Interfaces with Various Systems

      The Call Center shall be interfaced to various external
      applications and the Secondary Call Center through appropriate
      interfaces, as discussed earlier. All the interfaces shall have
      hardware diversity to facilitate reliable on-line transaction
      processing.

      The Call Center shall interact with various systems through the
      user interface which is Specific to each system without calling
      for any changes in the existing systems.

      Interfaces with PSTN

      The Call Center shall support the following PSTN interfaces.

             Direct Exchange Line (DEL)
             E1 links with Indian R2 MFC signaling

      Interface with Billing, SCADA, GIS, Sub Division applications etc

      The Call Center shall be capable of interfacing with the external
      integrated platform for customer services namely as mentioned
      above on Client/Server computing platform working in AVVNL
      and that may come in future.

      Wherever the system is not working, the Call Center shall be
      initially interfaced to the exiting external applications which are
      either integrated on a single platform or discrete systems, in
      the LAN/WAN configuration or in any other interface specific to
      the system(s) as per the requirement of the local site. This can
      be achieved through an interface which provide online and
      offline data interface with existing systems or manual
      operation.

      The interface shall be subsequently changed over to other
      system after it is installed at a later date.

2.2.14 Systems monitoring and diagnostics

         The system should have ability         to monitor critical
          performance metrics and actively chat, monitor, record, and
          send team messages allows managers to coach, train, and




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                          encourage agent behavior so that agents consistently
                          perform the job function and process calls efficiently.
                         The system should have ability to send agents scrolling
                          team messages and chat with individual members or the
                          entire team enables supervisors to coach agent behavior,
                          resolve problems, and instantly communicate business
                          changes, allowing supervisors to coach agents unobtrusively
                          on cross-sell and up-sell opportunities and helping agents
                          resolve consumer situations.
                         Within the supervisor desktop, call center managers can see
                          team performance, agent statistics, and status at a glance
                          using easy-to-navigate tabbed pages and graphical reports.
                         To coach agent behavior, they can silently monitor calls and
                          offer encouragement using Chat.
                         Call Recording can also be initiated for later review and
                          training. Supervisors can interrupt an agent's call to create
                          a three-way conference, and then interact with both the
                          caller and the agent to help resolve a concern.
                         A supervisor can remove the agent from a call using the Call
                          Intercept feature, allowing the supervisor and caller to
                          complete the call on their own while the agent handles
                          another consumer request.
                         Supervisors can change an agent's state from their desktop.
                         Supervisors can easily log out missing agents or make
                          unintentionally idle agents ready to take calls.

3.   Call Center Features

     3.1       General features
              The application should be web based to be accessed on browser
              Application software should be developed on open standard
               architecture based call centre gateway (CCG) framework (the
               requirements of the CCG framework are specified below in the CCG
               framework section, so that it can be integrated with other databases,
               applications, modules etc
              The application would be for unlimited user licenses
              The application would access the databases like billing and customer
               information and provide relevant information to the consumer
              Power supply related complaints e.g. Voltage, Supply failure,
               transformer, line, pole, service connection related etc. should be
               registered through the call center application.
              The sample type of complaints related to power supply is given below;
               however it should be not limited to these.




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S No.    Type of Complaint              Nature of Complaint

                                 Voltage High

                                 Voltage Low
1.      Voltage related
                                 Dim Supply

                                 Voltage Fluctuation

                                 Supply failed – Individual

                                 Supply failed – Total Area
2.      Supply Failure related
                                 Supply failed – One Phase

                                 Supply failed – due to other reason

                                 Transformer – Cable / Lugs burnt

                                 Transformer – Oil Leakage
3.      Transformer related
                                 Transformer – Sparking at Pole

                                 Transformer – Smoke /Flames

                                 Line Snapped

4.      Line related             Line – Tree branches touching

                                 Line – Bunched / Twisted

                                 Pole – Rusted / Damaged

                                 Pole – Fell Down
5.      Pole related
                                 Pole – Leaning

                                 Pole – Current leakage in pole

                                 Services Connection – Wire
                                 Damaged
        Services connection
6.                               Services Connection – Wire Broken
        related
                                 Services Connection – Wire Loose
                                 Connection




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           S No.    Type of Complaint              Nature of Complaint

                                            These complaints could be without
                                            clear details from caller. This could
                                            be because the fault may be on LT
           7       Other complaints
                                            side (for example circuit cable
                                            faulty) which the consumer may not
                                            be aware of.


3.2       Other features


         The system should be able to create new users and allow the
          executives to access the system only through a valid user id and
          password
         The system should have global best practices related to password
         The server level security to be maintained in such a way that data
          integrity is never in question
         The OS of the servers should be hardened so as to close all the un
          necessary services / ports etc
         The date and time of the registration of complaint should be of the
          server and not of the desktop
         The application should record the voice communication held between
          the executive and customer
         The voice communication should be archived for minimum of three
          months
         On registration of compliant, the system should generate a unique
          complaint id
         The system should be able to send SMS to the consumers when their
          call is registered, closed, and not attended in the given time frame
         The system should be able to send SMS to concerned officials
          (automatically, without intervention of the executive) if the complaint
          is not resolved in time. The SMS sending schedule is already
          mentioned in detailed scope of work
         The application shall be accessed by internet by concerned officials at
          Sub division, Division and Circle offices after security verification
         The complaint, if not resolved in certain time frame should be color
          coded. On registration the complaint may be in black color, if not
          resolved in 1 hour, the color may change to Orange, then to Red, then
          to blue etc
         The system should allow the call center executive of receipt of
          complaints to enter details such as customer unique no., name,
          address, landmarks, and telephone number, nature of complaint, date
          and time of complaint registration. The system also should also allow



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    generating a unique complaint registration number (CRN). The system
    should be able to fetch consumer details based on the consumer‘s
    unique no, phone number, name, door number, area, part of address
    etc
   Module should also able to accept Non-Consumer‘s complaint without
    consumer ID but with landmark
   Consumer can login and place request via web interface or IVRS or by
    visiting CSC physically
   The call center executive would communicate the registration of a
    complaint to the fault removal team. The software would provide a
    facility of dispatching the complaints through SMS directly to the
    concerned office / officer / field staff or the concerned fault removal
    team if not resolved within the given timeframe.
   Facility for tracking of complaint / grievance for timely follow up by
    management
   Monitoring and management of power supply system, break down and
    network system to be carried out from AVVNL system and up-dated
    regularly at the application database which will be used for informing
    the consumer regarding schedule cut or break down
   The software should be able to monitor the performance of the field
    staff effectively.
   After the customer request has been resolved, the system will
    subsequently generate customer request resolution intimation for
    informing the customer about the status of the request through
    different messaging system.
   The software would allow the call center executive of monitoring the
    complaints to monitor the status of complaints and query by complaint
    number, customer unique no., customer name, nature of complaint,
    Pole ID, Feeder ID, Transformer ID etc.
   The data field that should be captured by the system includes
    customer unique number, Customer name, address, telephone no,
    section name, complaint no., date of registration, time of registration,
    nature of complaint, complaint office name, complaint office telephone
    no., subdivision / office telephone no., locality name, cause of
    complaint, details of complaint, date of resolution, time of resolution,
    etc.
   While operating in networked environment, the application shall be
    able to detect the network connectivity status. In case of loss of
    network, the application should work in offline mode. When the
    network is restored, the application should be able to work in online
    mode.
   The application shall have interfaces displaying pertinent information
    for payment reminders, etc. to the consumers either through SMS /
    email.




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                 The software should be intelligent enough to prompt vital information
                  when required like bill alerts / bill due date alerts, shutdown alerts.
                 The system should do listing of complains sorted with important tasks
                  on top. Complaints listing should be color based like Red -> Previous
                  dates pending, Yellow -> Current date pending, Dark Grey ->not
                  informed to concerned person
                 Sub-division module should have an auto alert facility / popup
                  mechanism to receive the intimation of posting of new complaints in
                  his accounts.
                 Reliability Index: The system should generate reliability indexes like
                  SAIFI, SAIDI, CAIDI, ENS etc. taking interruption details from relevant
                  systems
                 MIS reports:
                     Number of complaints received/ redressed with reasons
                     Reliability Indexes like SAIDI, SAIFI, CAIDI etc.
                     Complaint received / resolved with time breakup
        3.3       System features


S. No         Features                Description

1.            Accepting               The system should allow the personnel in-
              complaints with a       charge of receipt of complaints to enter details
              unique                  such as Customer, name, address, landmarks,
              registration            and telephone number, nature of complaint,
              number.                 date and time of complaint registration. The
                                      system also should allow generating a unique
                                      complaint registration number (CRN). The
                                      system should be able to fetch consumer details
                                      based on the consumer‘s number, phone
                                      number, name, door number, area, etc.

2             Type             of     The system should be able to classify the type
              complaints              of complaint and while registering assist the
                                      agent in registering the type of complaint from
                                      LOV / drop down menu

3             Complaint/              The software would provide a facility of sending
              information             the complaints / reminder through SMS directly
              through SMS             to the concerned field staff consumer

4             Complaints              The software would allow the personnel in-
              Monitoring              charge of monitoring of complaints to monitor
                                      the status of complaints and query by complaint
                                      number, customer number, customer name,
                                      nature of complaint, etc.




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S. No   Features           Description

5       Issues on hold     The system should have a facility of keeping the
        for     need  of   consumer requests on hold after capturing
        information    /   appropriate     feedback    either   from    the
        clarification      department      personnel   or   consumer,    for
                           resolution at later stages.


                           Ex: New consumer for which information is not
                           available in the database and consumer not
                           aware of the section to which he belongs.


                           The system should provide on hold facility
                           where some clarification are required to assign
                           office or decide the type of complaint etc

6       Complaint          The next time a customer calls, the system
        Tracking           should have the capability of displaying on the
                           screen the customer details captured in the last
                           call just by entering the CR Number.

7       Load balancing     The software would allow the personnel in-
                           charge to monitor the load on the FR Team and
                           balance the load between the FR team for faster
                           resolution of complaints.

8       Customer           If the customer request is not resolved in a
        complaint          specified time period, then the request should
        escalation         be escalated to a higher level and customer
                           request escalation alert would be generated for
                           the concerned authorities.


                           The system should allow sending SMS/ voice
                           calls to higher authorities in case not attending
                           the call in pre defined timeframe.

9       Request            After the customer request has been resolved,
        Resolution         the concerned personnel would update the
        Intimation.        system. The system will subsequently generate
                           customer intimation through SMS for informing
                           the customer about the status of the request.

10      Closing    Group   The system should have a facility to close the
        Complaints         group complaints received from the same area
                           for Transformer Failure, One Phase Supply failed
                           etc.




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S. No         Features                Description

11            Cu s to m e r           The system should be capable of storing and
              In f o rm ati on        retrieving customer information related to
                                      metering, billing, general information related to
                                      preplanned power shutdowns, breakdowns, how
                                      to    go   about    new     service  connection,
                                      disconnection, title transfer, category change,
                                      load change, etc.

12            MIS Reports             The software would allow authorized users to
                                      generate reports on the operations of the Call
                                      Center. It would include reports on number of
                                      calls received (by call center personnel, shift,
                                      date, etc), number of complaints attended to,
                                      outstanding complaints with reasons for not
                                      attending, etc.

13            Viewing            of   The complaints falling in the jurisdiction of AEN
              complaints              should be visible to him through Internet. AEN
                                      should be able to log in to the system through
                                      the secured method using Internet to see,
                                      query, take report of the complaints of his
                                      jurisdiction.
                                      Similarly XEN and SE should also be able to
                                      view the complaints of their respective
                                      jurisdiction


        3.4      Other features of the call center system

        System Type: server based

        Special features required:

                   a)      100% voice logging
                   b)      Latest VXML based IVR with voice queing at voice GW
                   c)      Voicemail
                   d)      Call transfer and Conferencing (8 Party)
                   e)      The system should provide the customizable reporting tools

        System Requirement:

                 The Call Center system shall be IP-PBX based supporting VoIP, the
                 system should have all the features of an advanced call center. The
                 features shall include advanced ACD, Voice logging, Call Barge, Call
                 monitor, Integrated IVR and Computer Telephony Integration with all
                 center system.

                 The Call Center system shall have the following software modules,


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                     Call Center Manager Software to configure and manage the
                     call center, ACD and call center performance and statistics
                     based reporting

                     User Agent Software with CTI for Integration with call center
                     system to enable screen pops

                     IVRS Software: For integration with call center database and
                     for providing information/ status on the phone to the consumer.

                     Digital Trunk Interface Boards ISDN – PRI, for terminating
                     the PSTN line

                     IVR / CTI Server for hosting the IVR and CTI application

                     Scalability:

                     The call centre system shall be a one E1 scalable to 5 E1 Lines
                     on the trunk side.

                     The call centre system shall have a capacity of 25 Agents and 2
                     supervisors on the Extension side, scalable to 100 or more
                     Agents and 4 supervisors on the extension side.

                     The call centre system so offered shall among other features
                     also necessarily contain Blind Transfer, Call Monitoring, Call
                     Parking, Call Queuing, Call Recording, Call Transfer, Call
                     Waiting and Call Barge in. The call centre so offered for the
                     service should be able to support CLI facility and provide the
                     caller id information to the application software and pop up the
                     screen (Computer Telephony Integration CTI).

                     The call centre so offered shall be an ISDN & VoIP ready switch.
                     It should facilitate remote agent login through leased line
                     network. The system should be capable of moving calls on the
                     IP network, which is from the regional location to the central or
                     vice versa. The IVRS system offered shall be totally integrated
                     IVR with CTI. The IVRS should be capable of automatically
                     register complaints into the database, pass on last information
                     field entered by the user on the IVR to the CRM.

4.     CCG Framework

The core idea of call center by AVVNL is to increase the ‗customer satisfaction level
and enhance the image of the organization. It is common in all Call Center
environments to have multiple systems to support customers. This increases the
complexity for agents and personnel at CSC to eventually service the end customer.




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Keeping this in mind Customer Care Gateway (CCG) becomes extremely imperative
to the CMS initiative of AVVNL so as to constantly improve customer care operations,
both in terms of efficiency and quality of service. AVVNL would like to provide
excellent customer care to at less cost.   AVVNL intends to deploy CCG which shall
integrate back-end systems and interaction channels to support changing business
needs, such as regulatory mandates and new industry standards. AVVNL is planning
to have CCG in order to minimize integration work and provide flexibility for future
innovation. It shall also provide customer care agents with the tools and information
to serve customers as efficiently as possible. The CCG Solution proposed by the
bidder shall provide the following features:


•      Should provide an end-to-end framework for integrating existing (and
       upcoming) applications/systems of AVVNL and present them in a unified
       manner to both call center agents and at customer service centers.
•      Should improve agents‘ ability to be effective and provide a satisfying and
       unified customer experience.
•      Should significantly reduce the time for an agent to execute a customer‘s
       service or support requests.
•      Should allow continuous reconfiguration and modification of the framework to
       accommodate the on-going introduction of new systems/applications and
       service plans without disrupting operations and increasing developmental
       overhead.
•      Should support multi-channel delivery of customer service functions.
•      Should scale transparently and cost effectively.
•      Should be easily deployable and maintainable with a low total cost of
       ownership (TCO).


The solution for customer care gateway shall be provided along with necessary
hardware and system software requirements also proposed as part of the solution.


The proposed CCG solution should provide a comprehensive platform to develop and
extend contact center solutions. It should offer extensive set of tools, framework,
building blocks and integration points to address various aspects of customer care




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functionalities. Following diagram shows some of the core tools and components that
should be offered by CCG




1. Agent Desktop
CCG should provide for an Agent Desktop that shall be customizable composite
application and shall host multiple line-of-business applications of AVVNL (as
required in the call center), share data between those applications, integrate
interaction channels, and automate business processes.   This desktop should be a
single unified application used by agents when serving customers. Agent Desktop



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should offer an integrated view of the customer with workflow and context/session
management, and easily integrates with the existing information systems to answer
customer queries. It should also possible to use the same desktop with different
rules and access for personnel at CSC. The call center application proposed by the
bidder shall be developed on this CCG client desktop framework.
2. Automation Toolkit
CCG should have an automation toolkit to perform configuration based quick hosting
and automation of various types of applications – windows, web, java, mainframe
emulators etc. It should help in automating tasks and processes for application
integration and should provide separation between business logic and application
controls. It should provide an experience where all tasks – configuration, inspection,
process definition, debugging and deployment can be done from single place mostly
in drag and drop mode.
3. Building Blocks and Workflows
CCG proposed should provide with set of base building blocks which are common in
Customer Care scenarios such as session management, workflow, unified customer
view etc. These building blocks should be customizable and extendable to build into
organization specific customer care solution. CCG must have a business process
(workflow) engine that should be used to quickly compose human and system level
processes as per the AVVNL processes.
4. Business Rules Engine
CCG solution should have a comprehensive Rule Engines to offer online, context
sensitive rules during business process execution. This engine should be used to
define AVVNL specific rules for both call center and CSC‘s processes e.g. escalation
rules.
5. CCG SOA (Service Oriented Architecture) Integration Support
CCG solution should provide a middle tier engine which should complement business
process management and should enable SOA based integration with AVVNL‘s
enterprise systems and applications such as Spot Billing, SCADA, Inventory
Management, and so on. It should support the following adapters out-of-box –
HTTP(S), FTP, File, SMTP, POP3, Microsoft SQL Server, Oracle, MSMQ, MQSeries,
TIBCO, EDI and SOAP (Web Services). Additionally, it should support the following
standards   –   XML,     SOAP/1.1,     WSDL    1.1,    WS-Security,    WS-Trust,   WS-
SecureConversation, WS-SecurityPolicy, and WS-Policy. This layer should be flexible



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enough to also implement an Enterprise Service Bus (ESB) based integration
architecture.
6. Cross Seat Collaboration
The architecture of CCG should help in cross seat collaboration and must support
features such as session transfer, session conference etc. The system must be able
to transfer an active session having partially completed input data to a call center
supervisor or other user, who shall be able to view an up-to-date record of activities
and perform necessary functions without needing to save and retrieve.
7. Single Sign-On (SSO) Engine
CCG shall provide for single sign-on engine. Agents should need to present
credentials (logon) only once against a directory service such as Active Directory.
Once authenticated the system shall grant access to multiple line-of-business
applications as desired by AVVNL. CCG's SSO shall store single sign on credentials in
a secured manner. Credentials should be encrypted so they cannot be read if
intercepted before reaching the client computer.
8. Security Management
CCG shall provide role based security. The security management shall maintain roles,
groups and users of contact center applications. This module of CCG shall ensure
that only authenticated and authorized contact center agents should have access to
applications as well as processes (workflow) only. The security module should
seamlessly integrate with directory services such as Active Directory etc.
9. Administration Console
CCG shall have a comprehensive console based administration program which should
be used to manage CCG components such as application hosting, access rights,
workflows, other configuration etc. It shall be used to configure Agent Desktops,
workflows, and customer care center human resources.
10.Reporting
CCG shall provide for comprehensive logging and reporting. It should allow
generating reports such as total number of call received on a date, calls received by
an agent, applications accessed by an agent, number of calls given by the customer
and so on.
The below diagram provides a logical block diagram of CCG in AVVNL‘s customer
management solution.




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              Call Center
                                                                Customer Service Center
       IVR/ CTI



                                Customer Care Gateway




                                  AVVNL Applications

                                                 Inventory             Cash             Other
      SCADA       DT Metering     Billing
                                                Management           Collection       Applications




The CCG Solution should be provided with the following minimum system
requirements:
In order to facilitate unified console for the agents to access various business
application of the Discom the system should be developed on CCG framework

Open Standard                    Business Requirement                                          Quantity


CCG Framework Middle Tier        It will provide unified console to the                              1 No.
Server Software                  agent. The CCG framework middle tier
                                 server software component will provide
                                 one unified      console in          which       various
                                 applications     like    for    example           billing
                                 application,       transformer             monitoring
                                 application, GIS application, etc                will be
                                 available in different tabs on one screen
                                 (agent‘s console) itself.

                                 For example on attending the call of the
                                 complainant      (say,      after      entering      the
                                 consumer         account         number),            the




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                           integration server will help the call center
                           application    in     mapping        the   consumer
                           account       number         (from     the       billing
                           application) with the electrical asset (from
                           the GIS application) and also with the
                           distribution        transformer        (from           DT
                           monitoring application) to retrieve the
                           instantaneous electrical parameters of the
                           transformer to ascertain whether the ‗no
                           current‘ complaint is due to non supply
                           from the transformer side or some other
                           reason. It may be a possibility that the
                           non current complaint is due to non
                           payment of billing dues, then in that case
                           (on   entering        the    consumer        account
                           number),       the     billing    application          will
                           provide the information to the agent (on
                           his unified console) that the supply has
                           been disconnection on account of non
                           payment of electricity dues.

                           This level of integration is sought between
                           various    backend          applications        of     the
                           Discom, so that consumer is attended
                           promptly      without       the   need     of        agent
                           logging into         multiple     applications        and
                           finding out the cause of ‗no current‘
                           complaint.


CCG Framework Agent        The proposed call center application shall                    Equal to no.
Desktop Console Software   be developed on CCG client framework                          of Agent
                           and each call center / CSC executive will                     Desktops
                           have CCG framework agent desktop


CCG Framework Directory    The Discom has already taken measures




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Server Software                 to   procure   the    directory   server.    The
                                vendor will have to use the directory
                                server available with the Discom.



The CCG Solution shall use the database server as per the specifications of this
tender document.
It should be possible to scale up the proposed solution in future to meet the
increased usage.


5.     Outage management system (OMS)

Outage Management System (OMS) Application using Occasionally Connected
Applications (OCA) & Sync Services Architecture

Background


The ability to support mobile and remote workers is becoming more and more
important for power utilities every day. It is critical that Discom ensure all the users
                                                 have access to the same information
                                                 they have when they are in the office
                                                 or while on the move. In such a
                                                 scenario the mobile FRT will have
                                                 PDA access while the office users will
                                                 have laptop or office desktops (smart
                                                 client or browser based). From these
                                                 devices, users may be able to access
                                                 their    data    directly    through    VPN
                                                 connections, Web servers or some
                                                 other connectivity method into the
                                                 corporate networks as seen below.


                                                 This type of solution is fairly simple
                                                 to     implement.     Unfortunately,     for
                                                 most remote workers it is less than
                                                 satisfactory.




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     Some major disadvantages of this type of solution include:


1.          Network Requirements

            In order to allow users to access their information, the remote device with
            FRT needs to have a constant connection to the Discom network while
            accessing the data. For some personnel, such as those who are working from
            office, this may not be a problem. For others, such FRT who are constantly on
            the move, this may be more difficult. For example, if that FRT were visiting a
            consumer‘s premises and was unable to access consumer‘s data because of a
            lack of network connectivity, it would be very difficult for this FRT to
            effectively do their job.
2.          Data Access Speeds

            In a typical client / server corporate environment, users have high speed
            networks that allow them quick access to information. Remote workers,
            however, are typically connected over slow, unreliable wired or wireless
            networks. With this solution, every piece of data this FRT user needed would
            need to be downloaded every time it is requested because there is no way to
            persist the data on the device. For example, if a FRT is required to access the
            consumer‘s connection details every time he opens his application, he will
            quickly become frustrated with the time lag required to populate his
            application with information.
3.          Single Point of Failure:

            With this type of solution, all users are reliant on a single server. If that
            database becomes unavailable due to planned server downtime or from
            server failures, all of the remote workers will be disconnected from their data.
4.          Server Scalability

            As more workers work remotely, the performance of the corporate servers
            will be affected, leading to a need to add additional hardware.


     OCA Architecture used for Outage Management System (OMS)


     One alternative to this solution is to implement an Occasionally Connected
     Application (OCA). An OCA allows a remote worker to continue to access their data,
     but unlike the previous scenario where the user accessed the corporate database
     directly, the information the worker requires is stored locally on the user‘s device. In


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order to populate this user‘s local database, an OCA will typically include some data
synchronization   capabilities.   Data   synchronization   consists   of   the   ability   to
periodically take information that is stored in the client database (such as database
on the smart client on the PDA) and synchronize changes with a server database.
The advantage of a synchronization-based          solution is that users are no longer
required to have a constant network connection to access their information. Since
their data is stored locally they are given constant access to their data while
offloading processing requirements from the central database. Furthermore, the user
is no longer limited by the network speed and can now access the data at the speed
of the device.


In the following two diagrams, architecture of OCAs implemented for OMS is
depicted, where data (represented by a green database) is persisted locally on the
remote worker‘s device. In this architecture the device has standalone database
                                           system where information is stored directly
                                           on the user‘s device.




                                           This type of architecture is the ability to
                                           support      data    collaboration        between
                                           databases.    As    seen   below,     a    remote
                                           database is free to exchange information
                                           with   any other database.       This type      of
                                           solution is useful when a team of people are
                                           working in remote locations and do not have
                                           access to a central database. These workers
                                           often need to share information amongst
                                           each other but since they do not have
                                           connectivity to the central database they
                                           need to share information through some sort
                                           of peer-to-peer network.


The consumer‘s connection related data like consumer‘s name, account number,
address, contact details, its distribution network address (from 33 kV to 11 kV to DT
to LT line, to service line and upto the meter), meter number etc will be provided to
the vendor which can be loaded on smart client and the PDAs. The PDAs will also



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have the GPS map of the city and on receipt of the outage call, the FRT can access
the consumer‘s details and map of the city to reach to his address as fast as
possible. After attending the problem, the FRT will key in the details of the problems,
rectification measures taken for the consumer‘s complaint so as to collect the data
related to outage management and create a knowledge base of the OMS. This
knowledge base shall be used for augmentation of distribution network and will also
assist the discom engineers to take informed decisions.


The basic objectives of having the PDA based application are (1) to allow the FRT to
key in the OMS details and (2) to guide the FRT to reach the consumer‘s premises
through the GPS based person tracking system.

The FRT should first key in the user name and then authenticate himself as part of
the first level of security on the PDA. The OMS application should prompt the user to
authenticate himself before accessing the OMS application. In order to ensure that
the data updated in the server is accurate and reliable, workflow mechanism should
be developed wherein the FRT transmits the data from the PDA but is posted in the
tables of the database only after the same is approved by the supervisor who is
available in the call center. One of the key responsibility areas of the supervisor is to
ensure that FRT data with respect to OMS is transferred from PDA to the server on
daily basis from all the FRTs, and verify the correctness and completeness of the
OMS data before committing the same to the database.



The vendor will have to develop the application as per the application framework
provided in this tender document. The OMS application features are also provided in
the tender document.

The vendor is required to have only one equipment (PDA) to keep in his vehicle for
both the purpose of person tracking system and Outage management system.




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OMS Architecture


                                   Web Application

                                        Web reports
                                        Details of consumer’s faults
                                        Rectification statistics

                             Web users




                                                                         Client Server
                                                                         Application
                                                                         Consumer’s details
                                                                         All tasks of PDA
                                                                         Basis reporting
                                                                         Sync operations




                                                      FRT


Deployment modes:

The OMS application can be deployed in one of the
two ways and the vendor is free to choose any of the
deployment methodologies.


   (1) PDA to PC through USB2 or PDA cable and PC
       to   server    synchronization    (through        LAN,
       WAN, Intranet). In this scenario the FRT will
       have to transfer the data to a PC either at the
       CSC or at the CC to upload the data to the
       central server. The transfer of data from PDA
       to the server will have to be done once in 24
       hours.


   (2) The application is on the server that is on
       web and GPRS enabled PDA send the data as
       and when the connectivity to the server is
       established.




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Key application functionalities and appropriate development platform for
Outage Management System (OMS)

                                The application architecture requires the application
                                to run on multiple devices (smart client, browser
                                based and PDA based) and multiple scenarios.

                                The following characteristics must be ensured in the
                                application development platform:

                                       Effective Use of Local Resources

                                The application development platform should be
                                capable of developing smart client applications that
                                contains code artifacts on the client that enable local
                                resources to be utilized. Local resources would mean
                                everything from hardware to software resources. A
                                smart client may take advantage of the local CPU,
                                local memory or disk, or any local devices connected
                                to the client, such as a telephone, smart cards
                                reader/writer, bar-code/RFID reader, and so on. It
                                may also take advantage of local software, like
                                outage management system that interacts with it.

      Business Continuity

       The smart client applications must offer the benefit of business continuity
       even without connectivity, i.e., they can be made to work even when the user
       is not connected. The applications architecture must support occasional or
       intermittent connectivity running on PCs, laptops, tablets, PDA‘s, and so on,
       where connectivity cannot be guaranteed at all times, being able to work
       while disconnected is essential. Even when the client is connected, the
       application architecture should be such that it can improve performance and
       usability by caching data and managing the connection in an intelligent way.

      Service Oriented Architecture

       Smart client applications should be a part of a larger distributed solution. This
       could mean that the application interacts with a number of Web services that
       provide access to data or an LOB application. The application may have
       access to specific services that help maintain the application and provide
       deployment and update services.

      Intelligent Install and Update

       The application architecture should be such that their deployment and update
       is carried out in a much more intelligent way than traditional applications. The
       development framework should enable application artifacts to be deployed
       using a variety of techniques, including simple file copy or download over



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    HTTP. Applications may be updated while running and can be deployed on
    demand by clicking on a URL. The development framework must provide a
    powerful security mechanism that guarantees the integrity of the application
    and its related assemblies. Assemblies can be given limited permissions in
    order to restrict their functionality in semi-trusted scenarios.

   Client Device Flexibility

    The application development framework, both for server side and client side,
    should provide a common platform upon which smart client applications can
    be built. It should address the scenario of multiple versions of the smart client
    application, each targeting a specific device type and taking advantage of the
    devices unique features and providing functionality appropriate to its usage.
    Assemblies should be annotated with meta-data, which specifies both their
    exact                     version                     and                     the
    versions of all dependent assemblies. Multiple versions of the same
    assembly can be installed side-by-side so that all applications can be
    run with the exact same version of the assembly that they were built
    and tested against.

   Code Security from the development environment perspective

    The application development platform must have Code Access Security (CAS)
    that allows assemblies to be granted specific permissions so that they can be
    used in semi-trusted scenarios. It should ensure that assemblies can only
    carry out operations for which they have been granted permissions. The
    application development framework defines a flexible evidence based
    infrastructure for determining which permissions to grant an application or
    assembly. The application development framework must allow for code and
    binary signing (with digital certificates) for ensuring security and validity of
    code being executed

   No Touch Deployment (Ease of deployment from web/ URL along with
    the updates and maintenance of application)

    The application development platform should provide the deployment feature
    of allowing the applications to be run on a URL. When the user clicks on the
    URL, it should automatically downloads the application, and all related
    assemblies, to a special download cache and deploys the application. It
    should also facilitate the checks for version updates so that the user never
    has to worry about whether they are running the latest version of the
    application or not.

   Compliance to Protocols

    The application development framework should provide many facilities for
    connecting to various services, such as SOAP-based Web services, WSDL,
    UDDI and provides comprehensive XML support.




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   Integrated Workflows

    The application development framework must support process state as well as
    sequential workflows. Since, there would be scenarios where large scale
    transactions will have to be handled; the framework should support running
    long running transactions as well.

   True XML Support

    The application development framework must be able to use XML for
    application development, data storage, web services and workflow settings.

   Core Development Features

    The application development platform must support the core development
    features which include:

               i.   Memory management
              ii.   Multi threading
             iii.   Storage and File Access security
             iv.    Working with XML, Web Services and other remote code
                    execution mechanisms
             v.     Database support for multiple databases out of the box
             vi.    Authentication    support     with    different  authentication
                    mechanisms
            vii.    Working with legacy systems
            viii.   Networking APIs to work directly with network streams and
                    objects
             ix.    Globalization and Localization support

   Web Development Features

    The application development platform must support the web application
    development features which include:

                i. Should enable separation of code and logic from each other at
                   source code level
               ii. Should be a compiled application running on a Web server
              iii. Support AJAX development
             iv. Should have strong security features for managing users, roles
                   and personalization
               v. Support for localization and globalization
             vi. Ability to create Rich Internet Applications (RIAs)
             vii. Tight integration with software platform and with other services
                   such as databases, authentication providers, etc.




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               viii. Ability to configure settings for web application without
                     changing code but by only changing text/XML based
                     configuration file. Changes must apply immediately without
                     requiring server or Web server restart.
                ix. Web service support for:
                         a. SOAP 1.1 & 1.2
                         b. WSDL
                         c. UDDI

RDBMS Software

The database should be standard relational database like MS SQL 2008, Oracle latest
edition, IBM DB2 latest edition. The database proposed should provide the following
functionalities:
The RDBMS Software should provide enterprise capabilities for the Government
Database like Integrated Data Mining and Business Intelligence Analytics, Fully
Integrated Data Transfer, Transformation & Cleaning, Integrated Reporting Services
tools, Integrated and extensible Analysis Services support. The database should
provide Unicode support.


6.    Functionalities and features of the FRT system to be part of the
      application software of OMS (outage Management System) and call
      center application

      In order to dispatch the FRT team, the call center agent should be aware the
      load / pending complaint with the FRT so that penalties are not levied. The
      call centre application along with OMS application should have at the
      minimum the features to store and use the following the information

               Crew Information

               The system should support the management of crews and vehicles
               involved in restoration

               Crew Information

           1   Crew type (e.g. operations - electrical)
           2   Contact name
           3   Radio number
           4   Mobile number
           5   Pager number
           6   Temporary or permanent status flag
           7   Category (operations, splicers, foreign electrical, substation etc.)
           8   Group
           9   Crew size
          10   Assigned crew members
          11   Vehicle types in crew



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    12    Active/inactive flag

          Personnel Information
          The system will track the following information for each member of
          the crew

    13    Employee name
    14    Employee number
    15    Job class

          Vehicle Information
          The system will track the following information for each vehicle
          associated with the crew
    16    Vehicle number
    17    Vehicle type

         Work Assignment & Management

1        The system should support single click assignment of work to a crew
2        The system should support re-dispatching to an already assigned
         crew
3        The system should support on-line display of crew updates on
         system viewer (e.g. crew symbology with location information)
         From the operator's on-line display of events and outages, the
         system must:
               Provide access to detailed crew information from the Work
                Agenda
               Display color coded crew status buttons for easy
                identification:
               Available/unassigned crews
               Assigned crews
               Dispatched/en route crews
               Unavailable crews
4        The system should support the operator to create new crews "on the
         fly"
5        The system should support the ability to search for specific crew
         members or vehicle types

         Crew Filtering
         The operator must be able to view crews by the following criteria:
6        Crew status
7        Crew category

         Crew Availability/List
8        Crews should be easily flagged as 'available' or 'not available'
         The system should support list of crew information including?
9        Contact name



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         10   Radio number
         11   Crew size
         12   Crew type (e.g. operations - electrical)
         13   The device name to which they are dispatched
         14   Estimated time/date of completion
         15   Number of events assigned
         16   Number of hours the crew has worked


Outage Rectification management
Estimated restoration times calculated with historical outage performance based
on the following key indicators:

Outage type (feeder backbone, lateral, transformer, service)

Season

Day (weekday, weekend, holiday)

Shift

Area

Outage location (overhead/underground)

Storm Type

The consumer / customer management application must support:


The lookup values for estimated restoration separated for assign/dispatch time,
restore time and cleanup time

In storm-mode the restoration projections be made based upon number of
predicted outages, crew availability and the priority at which the outages will be
worked

Hypothetical crew availability be used to calculate an overall estimated
restoration time

Estimated restoration projections made for each predicted and confirmed outage
and made available to call takers

Estimated restoration projection data available for use in storm reports

Estimated restoration projections overridden by the operator on an individual
basis when more detailed estimated restoration information is available

Estimated restoration projections be alarmed to the operator if they are trending
too short or too long on average



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The operator should globally modify estimated restoration projections as
percentage increase/decrease from the calculated values

Estimated restorations be made based upon authority regions

Estimated algorithm use the currently projected number of outages, including
size and location from the trouble analysis

Fault restoration and call back


1      The system should automatically generate call back lists when outages
       have been restored

2      The system should present the call back personnel with the reason for
       the outage, the date/time it began and ended

       The system should present a scrolled list of customers with the following
       information:

3      Response (not called, busy, no answer etc.)

4      Default all initial calls to "Not Called"

5      Phone number

6      Customer name

7      Date/time customer called

8      Trouble code when they called

9      Account number

10     Address

11     Meter number

12     Remarks made by the customer when the call was placed

13     Record customer response

14     Track customer confirmation of power restoration

15     The system should automatically generate a new event if power is not
       restored




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Mobile workforce


Service Order Detail:
(A)        Solution should allow to view all data captured in the field including:
             Vehicle #,
             Premise #
             Service Order #
             Schedule date
             Grid
             Service Address
             Customer Name
             Customer Contact
             District and Route
             Meter #‘s
             Meter Location
             Current Meter Status
             Pending Service Order
             Relevant Comments
(B)        Provides instant access to past, current, future service orders for
           premise.
(C)        Provides instant access to service order details per (A)
Customer Info:
           Provide ability to view all customer contact information as recorded in
           Customer management system.
           At minimum:
           Customer first and last name
           Customer mailing address
           Customer service address
           Customer phone number
           Provide ability to view all premise information per customer as recorded
           in Customer management system.
           Provide ability to view at minimum five current, five past and five future
           service orders per customer as recorded in Customer management
           system as per (A)



7.     Customer / Consumer Service Center (CSC) System

       7.1    General features of CSC application
               All agents / supervisors / manager must log into the system and
                their attendance report to be generated by the system
               The system should be developed in such a way that any agent can
                log on from any system
               In order to provide easy system administration including that of
                desktops appropriate system based on LDAP should be deployed
                for user management, system management, printer management
                and enforcement of polices from central site itself, without the
                need of visiting each site.


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   The system should be designed in such a way that single sign on
    can be enforced for improved security and control over the system
   The application should be web based to be accessed on browser
   The application would be unlimited user licenses
   Application software should be developed on open architecture, so
    that it can be integrated with other databases, applications,
    modules etc
   The application would access the databases like billing and
    customer information and provide relevant information to the
    consumer
   Centralized consumer / customer management system connected
    for all related activities for consumer‘s grievances / complaints,
    redressing and to know consumers related information including
    new connections, consumption, billing, deposition of bills etc.
    through IVRS / manual interface
   There should be provision for system administrator to create user
    accounts and assign multi/single roles to users.
   Users accessing the call center must be recorded via access control
    system
   Each and every report shall be customized and integrated with
    existing modules as per AVVNL requirement. If, any third party
    reporting tool is required, the vendor has to in-built in his
    application software and cost.
   The system should be capable of capturing and storing as e-
    document, the detail of the customer from the application form like
    type of file, application number, date of submission, consumer
    personal detail, test report detail etc.
   The system should accept the customer load details, the category
    assigned etc from the section officer once the field test has been
    performed.
   The system should have the flexibility of bypassing the premise
    inspection requirements for customer below a particular connected
    load.
   The system should update the applicant log with status (Accepted /
    Rejected)
   Consumer can obtain information or registered complaint related to
    metering, billing, payment status, consumption, new service
    connection, disconnection, reconnection, meter change, name
    change, load extension/reduction, shifting, temporary connection,
    vigilance checking with status there of.

   Accept and register various service requests relating to status of
    title transfer, change of consumer data, change of contracted load,
    energy theft enumeration, line shifting, etc. Forward the registered
    complaints to the respective offices of AEN for timely redressal.
    Follow up until the service is successfully provided



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                  Power supply related complaints e.g. Voltage, Supply failure,
                   transformer, line, pole, service connection related etc. should be
                   registered through this system.

                  Consumer can login and place request via web interface or IVRS or
                   by physically at the customer service center.

                  Consumer can receive information about major break down /
                   shutdown / restoration of supply through IVRS/Web

                  Consumer can obtain formats and related order / circular /
                   procedure for new connection, temporary connection, load
                   extension / reduction, meter change, Disconnection, reconnection,
                   bill correction etc. from the service center / or the website

                  Should be able to generate reports like status of pending
                   applications, category/ voltage wise, number of services received /
                   redressed with reasons etc

                  Should have in-built security controls and edit checks

                  The server level security should be provided so that integrity of
                   data is maintained. The OS of the server should be hardened so
                   that un necessary services / ports etc are closed and users are not
                   able to tamper the system

                  The date and time of the services requested from the desktop of
                   service executive should be of the server and not of the desktops

                  Each user should have its unique id and password

                  The system     should   enforce   global   best   practices   regarding
                   password

        7.2   Other features


S. No    Feature                  Description

1        Accepting requests       The system would provide the facility to log all the
         with a unique            customer requests and related details with a
         registration number.     unique registration number (URN).

2        Definition of request    The system would have pre-classified types of
         types                    requests which are accepted in the customer
                                  request form. The system will provide the user the
                                  flexibility to define different types of requests.

3        Maintenance of a         The system shall keep a history of the requests
                                  and also their status in a requests information


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S. No   Feature                Description

        requests database      database.

4       Track the records      The system should facilitate to keep a track of the
        submitted              records submitted by the bidder during the
                               complaint / request registration.

5       Generation of          Once payments have been received against the
        Service Order post     dues statement (update from collections), the
        clearance of dues      system will issue a Service Order for the
                               resolution of customer request.

6       Assigning of           The system will, on generating the Service Order,
        responsibilities       assign responsibilities and timelines for resolution.

7       Dispatch of Requests   Once a customer request has been logged, the
                               system would automatically communicate the
                               registration of a complaint to the concerned level
                               of authority depending on the type of request

8       Service Order          The system shall enable the dispatch operator to
        dispatch for request   send the necessary Service Order to the
        resolution             responsible authority for resolution of the request.

9       Customer request       After the customer request has been resolved, the
        status updation        concerned personnel would update the system.

10      Customer request       After the customer request has been resolved, the
        resolution advice      system will subsequently generate a customer
        through SMS            request resolution advice for informing the
                               customer about the status of the request through
                               SMS

11      Customer request       If the customer request is not resolved in a
        escalation             specified time period, then the request would be
                               escalated to a higher level and customer request
                               escalation alert would be generated for the
                               concerned authorities.

12      Handling Privileged    The system should facilitate special functions for
        Customers              handling privileged customer with reduced service
                               levels.

13      User definition of     The system will allow the user to specify the
        'escalation'           authority to which a request gets escalated if it is
        authorities            unresolved for a pre-specified period of time (also
                               user-defined).




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S. No   Feature              Description

14      Proactive customer   The system should be capable of raising updates,
        responses            such that people in the centralized cell can
                             proactively respond to changes in customer
                             complaint status. For instance in a new
                             connection request the system should be able to
                             update the status of the applicant when his
                             application form has been approved. The agent at
                             the centralized call center can then inform the
                             customer accordingly.

15      Tracking customer    The system should be capable of seeking,
        satisfaction         inputting and tracking the customer's satisfaction
                             on resolution of complaint.

16      Customer request     The system should accept application for new
                             connection, temporary connection, load extension,
                             load reduction, meter shifting (same premises,
                             other premises etc.), name change etc and issue
                             the system generated application receipt

17      Completeness of      The system should offer the flexibility of indicating
        form                 mandatory and non-mandatory fields for customer
                             details.
                             It should not accept forms where the mandatory
                             fields are left empty.

18      Load calculator      The system should be able to assess the load for
                             each applicant based on the predefined standards
                             and validate the customer‘s self-assessment of
                             load.

19      Customer premises    The system should provide the functionality of
        inspection           sending email to the customer informing him of
                             the customer premises inspection.

20      Modification         System should provide modification for
                             cancellation of application, edit application details,
                             edit category, edit estimated demand etc at any
                             stage of the process only to authorized users.

21      Status enquiry       The module should provide application status at
                             each stage and inform the customer about any
                             deficiency in his application.
                             The customer can enquire about the status either
                             through IVRS/internet or direct enquiry.




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8.   Training

     The software shall contain a computerized training component to be used for
     training new-users of the system.

9.   Hardware Requirements

     The hardware requirements of the Call Center and the traffic details for
     dimensioning the hardware

     The vendor shall provide details of the hardware platform including the details
     for dimensioning of Hardware Equipment. The hardware shall be state-of-the
     art, proven, modular and expandable.

     Hardware

     9.1       Traffic of the Call Center shall be capable of handing the traffic
               in busy hour with the following dispersion:

              Holding Time of an IVR call:                    2 minutes
              Holding Time of an agent's call:                3 minutes
              Voice Message Length:                           20 sec
              Average wait time in any queue:                 30 sec
              Holding time of incoming junction:              2.5 to 3.5 minutes
              Distribution of incoming IVRS calls and
               agent calls:                                    60:40 Maximum
              Busy Hour incoming call attempts:               500
              No. of call attempts per outgoing junction:     5% of incoming calls
              Holding time of outgoing IVRS call:             1 minute
              Holding time of outgoing agent's call:          3 minutes
              Holding time of outgoing junction:              1.5 to 3.5 minutes
              Distribution of outgoing IVRS calls
               and agent calls:                                75:25
              Maximum Busy Hour outgoing call attempts:       200


     9.2       Hardware based on above traffic assumption the following
               components will be sized

               9.2.1 IP PBX

               The ultimate number DELs or E1 links with PSTN shall be depending
               upon the traffic and the consumer coverage as decided by AVVNL, so it
               shall be decided by the tendering authority based on the traffic
               projections.

               The Call Center shall support the number of agent positions of
               minimum of 8 to an ultimate capacity of 75 agent positions.




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Technical       System configuration
Specification

Operating       As per the industry Standards
Voltage
Interface /     Analog CO Lines
Networking
                Analog DID/DOD/BMT (LD)
                Analog E&M (2W/4W)
                Magento / Ringdown
                Digital ISDN BRI ('So' & 'U')
                Digital ISDN PRI (30B+d)
                Digital CEPT/E1/T1/J1
                QSIG on BRI /PRI /IP &SHDSL
                IP Gateways
                STM 1/4/16
CTI Support     TAPI/TSAPI/ complaint
                In-skin Data Interfaces (xDSL)
                Asymmetric Digital Subscriber Line (ADSL)
                Symmetric High Bit Rate Digital Subscriber Line (SHDSL)
                Very High Speed Digital Subscriber Line(VDSL)
Conferencing    Upto 64 Party Audio Conferencing
                Video Conferencing supported upto 768k & on IP (H.320)
Extension       Single Line Telephone (SLT)
Equipment
                Proprietary Digital Telephones
                Digital Telephones with Graphical display
Loop            Normal loop extn. 1200 Ohms
Resistance
                Long Loop Extn. 3000Ohms
Peripheral      Call Detail Recording (A S M D R )
Support
                Voice Mail (First and Third Party)
                PC based operator Console
                Large Display Operator Consoles
Protocols       DTMF
Supported
                Loop Dial
                R2 MFC (Indian Modified)
                R2 MFC ( CCITT)
                PLCC Signaling
                QSIG



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Technical          System configuration
Specification

                   V5.2
                   SS7
Traffic Handling   BHCA: 100 to 500
                   BHCC: 100 to 500
CLI Feature        Available on both Digital & Analogue terminals, supported
                   in both DTMF & FSK format. CLI on Analogue CO (P &T)
                   trunks transmitted to Analogue extension, with name
                   display. ADSI-II complaint CIDCW support




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 12.       Specifications
        1. Server (Blade): Body casing

S. No   Parameter          Requirement

1.      Statement          The vendor will have to submit the original
                           compliance statement from the OEM in the name of
                           the purchaser

2.      Body Form          8U to 12U
        Factor

3.      Media Tray         CD / DVD Drive in front accessible from each blade
                           server

4.      Ethernet Module    Cisco Systems Intelligent Gigabit Ethernet Switch
        Switch             Module with at least 4 10 /100/1000 ports

5.      Switch module      Upto 4 switch module bays
        bays

6.      Blade              Minimum of 8 full height blade support
        (interconnected)
        bays

7.      I/O modules        Upto 4 hot swappable I/O module bays
        bays

8.      I/O Modules        Upto 4 modules hot swappable I/O

9.      Common ports       1 hot swap KVM module, Ethernet, USB 2.0
        external           (minimum of 2 ports) shared between all blades

10.     External storage   Support for storage solution

11.     Power              Integrated in body, 3 single phase 200 to 240 V
                           phase

12.     Power              Minimum of 2 power modules hot swappable
        Redundancy
                           Maximum 2000 Watts per module

13.     Cooling            Centralized redundant fans / blowers
                           Upto 6 fans / blower modules

14.     Cooling fans       Upto 4 hot swap fans/ blowers operating on variable
                           speed




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      S. No    Parameter            Requirement

      15.      Management           Redundant on board administrator managing LAN,
                                    KVM

      16.      Management           Facilitating configuration, monitoring and alerting the
                                    blade server casing and all components

      17.      Warranty             5 years on site labour and parts free of cost on



              2. Blade Server specifications (medium end)

S. No       Parameters        Requirement


 1.         OEM Certificate   The bidder will provide Manufacturer‘s certificate to confirm
                              the    compliance       to   each   and   every    requirement        as
                              mentioned       here.    The   manufacturer‘s     certificate   must
                              contain the product number / specification.

                              The     vendor      will     have   to    submit    the    original
                              compliance statement from the OEM in the name of
                              the purchaser


 2.         Mandatory         ISO 9001
            Certifications
                              ISO 14001,

                              UL Certified,

                              RoHS Compliance,

                              Energy Star,

                              Screen Blanking, Hard disk and system Idle Mode in Power
                              on

                              (Proof of certification is required to be attached along
                              with Technical offer)


 3.         Processor         Intel Quad Core Xeon; X 5460 or higher


 4.         Number of         One, with capability to increase to two




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        Processors


 5.     Speed             Upto 3.0 GHz or higher, FSB – 1333 MHz


 6.     Chipset           Intel 5000P


 7.     Cache Memory      2x4 MB Second Level with Error Checking and Correction
                          feature on cache memory


 8.     RAM/Main          RAM Expandable to 32 GB (Min 16 FBDIMM) with ECC DDR2
        Memory            667 MHz


 9.     Hard Disk         292 GB
        Capacity &
                          Serial Attached SCSI HDD (15K)
        Type


 10.    Video             Min. 16 MB Dynamic Video Memory with video controller


 11.    Network           Onboard Dual Gigabit-Ethernet Controller with IOAT
        Interface


 12.    Ports             Min. One High Speed Serial

                          Min. Two USB Ports

                          Serial Port for Mouse and Keyboard


 13.    Warranty          Onsite on parts and labour for 5 years free of cost


 14.    Server OS         Windows standard edition 2003 (or higher)



          3. Server (High End)

S. No   Parameters        Requirement


 1.     OEM Certificate   The bidder will provide Manufacturer‘s certificate to confirm
                          the   compliance      to   each   and   every   requirement         as
                          mentioned     here.    The   manufacturer‘s     certificate   must




                                   Page 158 of 256
                                                                  Tender #     182




S. No   Parameters       Requirement

                         contain the product number / specification.

                         The   vendor    will   have   to   submit     the   original
                         compliance statement from the OEM in the name of
                         the purchaser


 2.     Mandatory        ISO 9001
        Certifications
                         ISO 14001,

                         UL Certified,

                         RoHS Compliance,

                         Energy Star,

                         Screen Blanking, Hard disk and system Idle Mode in Power
                         on

                         (Proof of certification is required to be attached along
                         with Technical offer)


 3.     Processor        Intel Quad Core Xeon; X 5460 or higher


 4.     Number of        Two
        Processors


 5.     Speed            Upto 3.0 GHz or higher, FSB – 1333 MHz


 6.     Chipset          Intel 5000P


 7.     Cache Memory     2x6 MB Second Level with Error Checking and Correction
                         feature on cache memory


 8.     RAM/Main         RAM Expandable to 32 GB (Min 16 FBDIMM) with ECC DDR2
        Memory           667 MHz




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S. No      Parameters        Requirement


 9.        Hard Disk         292 GB x 2
           Capacity &
                             Serial Attached SCSI HDD (15K)
           Type


 10.       RAID Controller   Integrated RAID 5 Hardware


 11.       Video             Min. 16 MB Dynamic Video Memory with video controller


 12.       Network           Onboard Dual Gigabit-Ethernet Controller with IOAT
           Interface


 13.       Ports             Min. One High Speed Serial

                             Min. Two USB Ports

                             USB Port for Mouse and Keyboard


 14.       Warranty          Onsite on parts and labour for 5 years free of cost


 15.       OS                Windows Enterprise edition 2003 (or higher)



             4. Desktop

S. No      Parameters                     Requirements


      1.   OEM Certificate                The bidder will provide Manufacturer‘s certificate
                                          to confirm the compliance to each and every
                                          requirement        as    mentioned        here.     The
                                          manufacturer‘s      certificate    must   contain   the
                                          product number / specification


      2.   Mandatory Certification        ISO 9001 and ISO 14001, Linux, Microsoft
                                          Windows,UL Certified, ROHS Compliance, Energy
                                          Star, TCO-04, or Indian equivalent Hard disk and
                                          system Idle Mode in Power on (Proof of
                                          certification is



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S. No   Parameters             Requirements

                               required to be attached alongwith Technical
                               offer). The vendor will have to submit the
                               original compliance statement from the
                               OEM in the name of the purchaser


   3.   Processor              Intel E 8400 or higher Processor, 3.0 GHz Clock
                               speed,   1333   MHz   FSB,    Intel®    TXT,   Intel
                               Virtualization Technology, Enhanced Intel Speed
                               Step Technology, Intel 64 and Execute Disable
                               Bit


   4.   Cache                  6 MB L2 cache


   5.   Motherboard            Intel Q35 Express Chipset or equivalent OEM
                               Motherboard along with Intel active management
                               technology (OOB)


   6.   Video                  Intel Graphics Media Accelerator 3100


   7.   Memory                 1x2GB 800MHz - Upto four DIMM slots Non-ECC
                               dual channel DDR2 SD RAM


   8.   Hard Drive             160GB 7200 rpm SATA II


   9.   Optical Storage        DVD +/-RW ( dual Layer)


   10. Operating System        Preloaded Microsoft Windows Vista Business with
                               License CD Media & Documentation with rescue
                               CD


   11. Networking              Integrated Gigabit LAN 10/100/1000 mbps


   12. Standard I/O Ports      Front I/O Ports: Two USB 2.0 Ports, Headphone
                               and Microphone jacks, Rear I/O Ports:6 USB 2.0
                               Ports, Keyboard and mouse ports, Ethernet (RJ-




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S. No   Parameters               Requirements

                                 45) port, VGA port, Parallel Port, Serial port, 6
                                 Audio jacks


   13. Number of Bays            1 internal 3.5‖

                                 1 external 3.5‖

                                 2 external 5.25‖


   14. Expansion Slot            PCI Express® X16 slot, PCI Express® X1 slot,
                                 Two PCI v2.3(5V) Slots


   15. Power Supply              250 Watt Power Supply


   16. Form Factor               Micro ATX Form Factor


   17. Monitor                   17‖   TFT    SVGA   TCO-04   Certified   or    Indian
                                 equivalent


   18. Keyboard                  USB Keyboard


   19. Mouse                     USB Optical Scroll Mouse


   20. Security                  TPM 1.2 Hardware based secure micro controller
                                 for enhanced data security or Indian equivalent.


   21. System Management         OEM‘s Manageability Software


   22. Warranty                  Onsite on parts and labour for 5 years



         5. IP PBX


CALL CONTROL SYSTEM


(1) Call Control System Architecture & Redundancy




                             Page 162 of 256
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       (a)   The call control system should have IP based architecture and will
             provide support for integrated telephony solution for Analog & IP
             Phones, gateways over IP architecture.
       (b)   The call control system should be fully redundant solution with NO
             single point of failures & should provide 1:1 redundancy to all IP &
             analog phones in the region.
       (c)   All appliances in the call control system should preferably have dual
             Gigabit Ethernet interfaces for connectivity to the network.
       (d)   Shall support signaling standards/Protocols – SIP, MGCP, H.323, and
             Q.Sig.
       (e)   Shall support following types of extensions – IP Phones and analog
             phones.
       (f)   CODEC support - G.711, G.729a/b.
       (g)   Should support following phone types – IP Phones, IP Softphone for
             PCs, Analog Phones.
       (h)   The call control system should have inbuilt administration software.
       (i)   The new features and services should be made available to all end
             points by just making change to the centralized call control system.
       (j)    The call control system should support call admission control between
             sites within the same region and between sites that belongs to
             separate region or call control system.
(2)    Call Control System Performance Parameter
       a)    Should be modular and scalable.
       b)    The call control system for all regions should be further scalable for
             supporting upto at least 100 end points with 1:1 redundancy for all
             end points. Should have a 100 to 500 Busy Hour Call Completion
             (BHCC).


(3).   Call Control System Features – The Call Control system should provide
       the following user features:
       (a)   It should be possible to configure a single extension number for
             multiple phones belonging to a same user (e.g. one softphone and one
             hard phone at his desk).
       (b)   On hook and off-hook dialing for IP Phones.
       (c)   Call forward all, Call forward while busy, Call forward if no answer.
       (d)   Call hold and retrieve.
       (e)   Call Join.
       (f)   Callback busy, no reply to station.
       (g)   Call park and pickup.




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                                                             Tender #      182




(h)   Calling Line Identification (CLID), Calling Line Identification Restriction
      call by call (CLIR), Calling party name identification (CNID).
(i)   Call status per line (state, duration, number).
(j)   Direct inward dial (DID), Direct outward dial (DOD).
(k)   Should support the directory of all users of the region so that the users
      can search the using their IP Phones on the directory by first name or
      last name and can make calls.
(l)   Directories—missed, placed, received calls list stored on IP phones,
      Directory dial from phone.
(m)   Abbreviated Dial.
(n)   Answer and answer release.
(o)   Autoanswer and intercom.
(p)   Call waiting and retrieve.
(q)   Conference Barge, Conference List and Drop any party (ad-hoc
      conference) , Drop last conference party in ad-hoc conferences
(r)   Distinctive ring, Distinctive ring per line appearance and per phone
(s)   Extension mobility support so that if user go to other location, he can
      use a local phone over there for login to get his original extension
      number with all privileges.
(t)   Call Divert to voicemail
(u)   Last number redial (off net and on net)
(v)   Malicious Call ID and Trace
(w)   Manager-assistant or Boss-Secretary service
      (i)   Should support Proxy line
            o Manager/Boss features: Immediate divert or transfer, do
               not disturb, divert all calls, call intercept, call filtering on
               CLID, intercom, speed dials.
            o Assistant/Secretary features: Intercom, immediate divert or
               transfer, divert all calls, manager call handling through
               assistant console application
      (ii)  Should support Shared Line
            o Manager/Boss features: Immediate divert or transfer, do
               not disturb, intercom, speed dials, barge, direct transfer,
               join.
            o Assistant/Secretary features: Handle calls for the managers,
               View manager status and calls, Create speed dials for
               frequently used numbers, Search for people in the directory,
               handle calls on their own lines, immediate divert or transfer,
               intercom, barge, privacy, multiple calls per line, direct
               transfer, join, MWI status of managers phone.
(x)   Message waiting indication support for users.
(y)   Multiparty conference—Ad hoc with add-on, meet-me features



                           Page 164 of 256
                                                                  Tender #      182




      (z)    Multi level Precedence & Preemption (MLPP) support. It should be
             possible to define at least 4 levels of priority for users in the system.
      (aa)   Multiple calls per line appearance
      (bb)   Multiple line appearances per phone
      (cc)   Music-on-hold
      (dd)   Mute capability from speakerphone and handset
      (ee)   Operator Console - Call Queuing, broadcast Hunting, Shared line
             support
      (ff)   Call control system should support
      (gg)   Privacy support
      (hh)   Real-time QoS statistics to phone
      (ii)   Recent dial list for Calls to phone, calls from phone, autodial, and edit
             dial
      (jj)   Support for single directory number, multiple phones
      (kk)   Multiple speed dials per phone
      (ll)   Station volume controls (audio, ringer)
      (mm) Call Transfer – blind or consultative
      (nn)   The users should be able to configure their own settings for their
             phone like speed dials, call forward settings etc through web interface
             without the intervention of the administrator.
      (oo)   Silence suppression, voice activity detection
      (pp)   Should support hotline feature so that one pre-defined destination
             phone should start ringing moment a user picks up an extension
             configured for hot line.
      (qq)   Voice Activity Detection (VAD) feature on all IP and analog phones.
      (rr)   The call control system should support integrated video telephony
             features to the users so that user with IP Phone and video telephony
             end point should be able to place video calls to be placed with the
             same user model as audio calls.


(4)   Call Control System Security Features
      (a)    The Call Control System should provide option of secured or non-
             secured mode of operation.
      (b)    The Call Control System should support device authentication with the
             phones through digital certificates.
      (c)    The Call Control System should support TLS signaling authentication to
             make sure no tampering has occurred to signaling packets with phones
             during transmission. Should support signaling encryption.




                                 Page 165 of 256
                                                                  Tender #      182




      (d)   The system should support encryption of the voice traffic (media)
            using between IP phones through standard based Secure RTP (SRTP)
            as per IETF RFC 3711 for security requirements. Should support call
            encryption to the survivability system.
      (e)   Should provide Secure HTTP (HTTPS) support for management
            interface and user interface through which user changes his own
            settings.
      (f)   Should support SSL for secured access.
      (g)   The call control system should support signing the phone
            software/firmware files to be delivered to the phones with digital
            certificate for enhanced security of the phones.
      (h)   Should be able to drop an ad-hoc conference call when the conference
            originator hangs up his phone.
      (i)   Should support configuration of an authorization code that has to be
            entered by user prior to extending a call to a specific route pattern for
            enhanced security and to prevent toll frauds. The CDR should capture
            the details of the authorization code usage.
      (j)   Should support configuring different authorization levels to allow some
            access codes to have full calling capability and others to not be able to
            call certain numbers.
      (k)   Should support prevention of trunk to trunk call transfers as per the
            security policies.
      (l)    Should support the ability of restricting the call information display on
            phones to block calling or called name and number between certain
            phones for security reasons.


(5)   Administrative Features
      (a)   Should be completely manageable through web so that the
            administrator can manage the system seating anywhere on the
            network.
      (b)   Should support management feature transparency between multiple
            call control systems at different regions in the network.
      (c)   All Configurations to be done centrally from one point.
      (d)   Should provide features so that administrators can add, update or
            delete a large number of similar phones at same time.
      (e)   The system should provide Call detail records (CDRs)
      (f)   Should provide tools so that the network administrator can perform
            CDR Analysis and Reporting
      (g)   Should support Call forward reason code delivery
      (h)   Should support Call Forward Display configuration
      (i)   Should support displaying date and time display on phone



                                 Page 166 of 256
                                                                        Tender #       182




            (j)    Should support debug information & system event reporting to syslog
            (k)    Device groups and pools for large system management
            (l)    Should support device mapping tool to map IP address to Media
                   Access Control (MAC) address for security and auditing reasons
            (m)    Should support dialed number translation table
            (n)    Should provide dialed number identification service for security.
            (o)    Should support Lightweight Directory Access Protocol (LDAP) Version 3
            (p)    Should provide multiple levels of administrative access to the system.
            (q)    Should provide QoS statistics on a per call if needed


(6)        VOICE MAIL SYSTEM
            The voice mail system should meet the following specifications
      a. The system should be windows / Linux based appliance or server based
         solution.
      b. The appliance should be ready for up to 25 agents and scalable to 500 users.
      c. The appliance should be ready for 20 ports and scalable to 48 ports.
      d. It should provide web browser interface to voice messages.
      e. Agents should be able to view, sort, play, compose, forward and replay to
         voice message.
      f.    Voice messages in the voice mail system should be synchronized with the
            MWI on telephone.
      g. Should be easily address messages to multiple recipients and distribution list.
      h. Should support access to e-mail and voice mail , play and delete voice
         messages using an IMAP based e-mail client.
      i.    Should be able to support various standard based e-mail client including
            Microsoft Outlook, Lotus Notes and MAC Entourage.
      j.    Agents should be able to record messages and mark them as regular, urgent,
            private or secure.
      k. Agents should be able to record message and request a return receipt.
      l.    Agents should be able to control volume and speed during message playback.
      m. Agents should be able to customize message-notification options.
      n. Each agent should be able to record up to five personal greetings.
      o. Should be able to create private distribution lists
      p. System should be able to natively support SIP Proxy servers.


 Systems should support following administration features:
                      -   Class of service to control user access to features



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                                                                     Tender #   182




                 -   Day and time stamps for messages.
                 -   Event Logging
                 -   Full mailbox warning
                 -   Configurable call screening
                 -   MWI
                 -   Configurable system schedule
                 -     Configurable system greetings
System should have following security features:
                 -   Call-restriction tables to prevent toll fraud
                 -   User telephone pin reset feature
                 -   Pin security policy to enforce expiration, complexity, reuse and
                     lockout
System should be able to generate following reports:
                 -   Call Handler traffic report
                 -   Events report
                 -   User Message Activity report
                 -   User Lockout report
                 -   Port Usage Report
                 -   Distribution Lists report
                 -   Outcall Billing report


          6. PDA specifications


   Specifications             Basic Requirement
   Platform                   Microsoft Windows Mobile (5.0 or above)
   Processor/ Chipset         300 MHz
   Memory ROM                 Minimum 1 GB (should be able to have the consumer‘s
                              database)
   Memory RAM                 Minimum 128 MB
   Memory Slot                Required (Mini/SD)
   LCD Module                 VGA Touch-screen
   Radio Function             GSM / GPRS
   Keyboard/ Buttons          QWERTY Keyboard or Basic Keys in case of Touch
                              Screen
   Power                      Battery Removable Rechargeable
   Connectivity               Bluetooth, USB
   Interface                  USB port, Memory Card Slot, SIM Card Slot
   Included Software          Windows Mobile 5.0 or above
   Maps                       GPS based maps for the city



                                   Page 168 of 256
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          7. Online UPS of 1 KVA / 5 KVA


S. No   Parameter                    Requirement
1.      Mandatory Certification      Valid Test certificate obtained from any Govt.
                                     approved test/ certifying agency
                                     ISO 9001 and 14001: 2004 Series
                                     Manufacturer
                                     CMM2 for monitoring level status
2.      Output                       Output Power Capacity
                                     800 Watts / 1000 VA for 1 KVA
                                     4000 Watts/5000 VA for 5 KVA
                                     Max Configurable Power
                                     800 Watts / 1000 VA for 1 KVA
                                     4000 Watts/5000 VA for 5 KVA
                                     Nominal Output Voltage 230V AC
                                     Voltage regulation: +/ - 1%
                                     Frequency 50 Hz
                                     Output Wave form: Pure Sine Wave
                                     Harmonic distortion:
                                     < or = 2% Linear Load
                                     < or = 3% Non Linear Load
                                     Crest Factor: 3:1
                                     PF‖ 0.8 or more
                                     Output Connections
                                     (2) 2/3-pin 6A (Surge Protection)
                                     (3) 2/3-pin 6A (Battery Backup)
3.      Input                        Input range 160V to 270 V
                                     Nominal Input Voltage 230V
                                     Input Frequency 50 Hz (+ / - 3 %)
                                     Cord Length approx 2 meters
                                     Input PF 0.9 or better
4.      Technology                   IGBT based High Frequency PWM
5.      Communications &             Interface Port(s) USB
        Management                   Control panel LED status display with On Line :
                                     On Battery : Replace Battery and Overload
                                     indicators
                                     Audible Alarm when on battery : distinctive low
                                     battery alarm
                                     configurable delays
6.      Environment                  Operating Environment 0 - 40 °C
                                     Operating Relative Humidity 0 - 95%
7.      Batteries & Runtime          Battery Type Maintenance: Sealed Lead
                                     Maintenance free VRLA type
                                     Lead Calcium SMF batteries NOT
                                     ACCEPTABLE
                                     Battery ratings
                                     1 KVA: 900 VAH


                                  Page 169 of 256
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S. No   Parameter                  Requirement
                                   5 KVA: 9600 VAH
                                   Battery Enclosure: MS Rack Powder Coated
                                   Make: Global & Yuasa / Exide / Power safe /
                                   Panasonic
8.      Backup                     120 minutes Battery Backup on Full Load
9.      Other                      Interface Port USB, RS 232 port for software
                                   interface
                                   Rack Height, safety manual (English / Hindi)
10.     Warranty                   Onsite on parts and labour for 5 years
                                   (including Battery)
11.     Overall efficiency         > 90% (AC – AC)
12.     Noise Level                < 45 dB @ 1 meter
13.     Alarms                     Indicator and alarms for mains, inverter,
                                   battery level, load etc
14.     Compatibility              To be compatible with DG Set supply
15.     Bypass                     Automatic bypass switch
16.     Operating temperature      As per the ambience conditions mentioned in
                                   this technical specifications with a variation of
                                   + / - of 5 deg C




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         8. Printer at call center

S. No    Technical specification                Minimum requirement
   1.    Printer type                           Monochrome Laser
   2.    System requirements                    Should be able to operate on the
                                                machines as mentioned in this
                                                tender document
   3.    Print quality (black, best quality)    1200 x 1200 dpi or more
   4.    Duty cycle (monthly, A4)               100000 or more
   5.    Duplex print options                   Automatic
   6.    Media types                            Paper (bond, colour, letterhead,
                                                plain,    preprinted,    prepunched,
                                                recycled, rough)
                                                envelopes,      labels,     cardstock,
                                                transparencies, user-defined
   7.    Maximum number of paper trays          3 or more
   8.    Input sheets capacity                  1100 or more
   9.    Output sheet capacity                  250 or more
   10.   Processor speed                        400 MHz
   11.   Print speed (black, normal A4)         30 pages per minutes or more
   12.   Memory                                 300 MB or more
   13.   Connectivity                           Hi-Speed USB 2.0 port
                                                1 open EIO slot
                                                Fast Ethernet
                                                Wireless network
   14.   Compatibility with the OS              The printer must be compatible with
                                                the OSs of the machines as
                                                mentioned in this tender
   15.   Compatibility with network OS          Microsoft Windows 2K, XP (all
                                                editions), Server 2003, Windows
                                                Vista and other reputed NOS
                                                available in the industry
   16.   Control panel                          Graphical text display 2 lines or
                                                more
                                                Menu options
                                                Help
                                                Pause / Resume button
                                                Navigation / clear/ select / cancel
                                                button
                                                Ready, data, and attention lights to
                                                provide status
   17.   Warranty                               Onsite on parts and labour for 5
                                                years




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        9. Printer at CSC
S. No   Parameters                              Requirements
1.      Functions                               Black-and-white printing, black-and-
                                                white copying, black-and-white
                                                faxing, black-and-white and colour
                                                scanning
2.      Print speed (black, normal quality,     Up to 18 ppm
        A4)
3.      Standard memory                         64 MB
4.      First page out (black, A4)              8 sec
5.      Duty cycle (monthly, A4)                Up to 7000 pages
6.      Print quality (black, normal quality)   Up to 1200 x 1200 dpi
7.      Duplex print options                    Manual (driver support provided)
8.      Copy speed (black, draft quality, A4)   Up to 18 cpm
9.      Maximum number of copies                Up to 99
10.     Copy resolution (black graphics)        Up to 600 x 600 dpi
11.     Copier resize                           25 to 400%
12.     Scan type                               Sheetfed
13.     Enhanced scanning resolution            Up to 19200 dpi
14.     Optical scanning resolution             Up to 600 dpi
15.     Maximum scanning size                   21.6 x 38.1 cm
16.     Minimum scanning size                   7.4 x 10.5 cm
17.     Bit depth                               24-bit
18.     Color scanning                          Yes
19.     Gray scale levels                       256
20.     Scan file format                        JPEG, TIF, BMP, GIF, PDF, PNG
21.     Fax speed                               33.6 Kbps (3 sec per page)
22.     A4 pages held in memory                 Up to 110
23.     Colour faxing                           No
24.     Auto-redialing                          Yes
25.     Fax delayed sending                     Yes
26.     Max no. of broadcasting locations       119 locations
27.     Auto document feeder capacity           Standard, 30 sheets
28.     Standard paper trays                    2
29.     Maximum number of paper trays           2
30.     Media types supported                   Paper (bond, colour, glossy, heavy,
                                                letterhead, light, plain, preprinted,
                                                prepunched, recycled, rough),
                                                envelopes, transparencies, labels,
                                                cardstock
31.     Standard input capacity (sheets)        Up to 260
32.     Maximum input capacity (sheets)         Up to 260
33.     Standard output capacity (sheets)       Up to 100
34.     Maximum output capacity (sheets)        Up to 100



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S. No    Parameters                             Requirements
35.      Standard connectivity                  Hi-Speed USB (compatible with USB
                                                2.0 specifications) port
36.      Compatible operating systems           Microsoft Windows 2000, XP Home,
                                                XP Professional, Server 2003;
                                                Windows Vista Ready; Mac OS X v
                                                10.3 or higher


          10.VPN concentrator with Firewall


VPN Concentrator with firewall
Architecture Requirement           Should have a multi-bus architecture for high system
                            uptime
                                   Should have minimum 4 Gigabit Ethernet ports
Performance Requirement            Should provide high level of performance and reliability.
                                   Should provide up to 400Mbps of Firewall throughput
                                   200 Mbps of VPN throughput
                                   250,000 concurrent sessions
                                   It should offer support for up to 500 IP Security (IPSec)
                            sessions
                                   It should support minimum 500 WebVPN Peers.
                                   Should support advanced traffic inspection and prevention
                            security    services.
                                   Should support up to 25 VLANs for network segregations
                            and enhanced traffic control.
     Feature Requirement          There should be mechanism to enforce and check
                            policy compliance before letting the client‘s access to
                            corporate core network.
                                   Should support Layer3 and layer 4 access control,
                            stateful packet inspection
                                   Should support flexible user, network and application
                            policy grouping
                                   Should support network-based worm and virus
                            mitigation, spyware, adware, malware detection and control
                                   Appliance should provide a simple interface to
                            configure and monitor all remote-access users, providing ease
                            of manageability across both IPSec and SSL VPN
                            environments
                                   Appliance should support a secure location for session
                            activity and removal of information on the client system,
                            helping to ensure that cookies, browser history, temporary
                            files, and downloaded content do not remain on a system
                            after the SSL VPN session is terminated
                                   Using only a Web browser and its native SSL
                            encryption, SSL VPNs should be able to provide remote
                            access-without the requirement of preinstalled VPN client
                            software-to network resources from almost any Internet-
                            enabled location.
                                   Should be able to support Virtual Firewalls within the



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VPN Concentrator with firewall
                            appliance to enable compartmentalized control of security
                            policies on per-department or per-customer basis, and deliver
                            reduced overall management and support costs.
                                   Should be able to provide active-active firewalling for
                            traffic when implemented in a load shared mode.
                                   Should support on-the-box event correlation to quickly
                            and accurately identify and stop worms that can rapidly
                            propagate and cause extensive damage
Protocol requirement               Tunneling support should be provided for Web-VPN
                            (SSL), IPSec,
                                   802.1q support
                                   OSPF, RIPv1/2
                                   PIMv2 Spare Mode & Bidirectional PIM support
                                   QoS support with features like LLQ
    Security                      Should support the current and emerging security
                            standards, which should allow the integration of external
                            authentication systems and interoperability with third-party
                            products.
                                   Should offer user and
                            group level management for maximum flexibility
                                   SSL VPN should offer granular access control per group
                            and detailed logging information
    High Availability             Should support redundant subsystems and multi-
                            chassis failover capabilities to ensure maximum system
                            uptime.
                                   Should have extensive instrumentation and monitoring
                            capabilities with real-time system status and early warning
                            alerts
    Management Requirement        Should be able to manage the appliance using any
                            standard Web browser (HTTP or HTTPS)           or using Telnet,
                            SSHv1, and using a console port.
                                   Files can be accessed through HTTPS, FTP, and Secure
                            Copy Protocol (SCP).


          11.KVM Switch for call Center


SNo    Features                      Minimum required specifications

1)     Power Supply                  DC + 5 V/ +12, 2A/2A dual power

2)     PC connection                 Direct   8

                                     Daisy Chain     512

3)     Port Selection                OSD Hotkey

4)     Connectors                    Computer      8 SPDB




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SNo       Features                      Minimum required specifications

                                        Chain out 1 DB 25

                                        Power      1 Mini Din 6

5)        Buttons                       LCM Power 1 semi hidden round block

                                                      Up left of bottom module

                                        LCM adjustment 4 round block upright
                                        bottom module
                                        KVM Reset        1 semi hidden round block
                                        down right of LCM module
6)        LED                           Online 16 lower of LCM module

                                        Selected 16 lower of LCM module

                                        Power    1 right of Front

7)        Emulation                     Keyboard PS/2

                                        Mouse     PS/2

8)        Scan interval                 1~255 seconds

9)        LCM                           17‖ RGB analog supporting high XGA

                                        Resolution of 1024x768 with 250cd/m2
                                        brightness
10)       Operating temperature         0-50 deg C

11)       Storage Temperature           -20 to 60 Deg C



            12.Split AC of 2 Ton
        Effective cooling from external temperature from 16 degree centigrade to 48
         degree centigrade
       Humidity control
       Rotary compressor
       Remote operated
       Noise free operations
       Rated cooling capacity: 24000 BTU / Hour or more
       Power supply 230 V/ 50 Hz
       Bureau of energy efficiency rating: 4 stars or more
       Variable fan speed
       5 year on site warranty on all parts
      Accessories:
       Voltage stabilizer of appropriate ratings with 5 year onsite warranty



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     MCB and power cable


           13.Furniture


SNo      Features              Minimum required specifications

1)       Chair                       Seat/ Back Assembly: The seat
                                      should be made up of atleast 1.2 cm
                                      thick hot pressed plywood & back
                                      injection moulded from black co-
                                      polymer holstered with fabric &
                                      moulded polyurethane foam together
                                      with covers
                                     Seat/ Back covers: The seat should
                                      be covered on the underside with
                                      black    polypropylene     non-woven
                                      fabric. The back cover should be
                                      injection moulded in black co-
                                      polymer polypropylene.
                                     Polyurethane         Foam:        The
                                      polyurethane foam should be molded
                                      with minimum density of 45+ 2 kg
                                      per m3       and having hardness of
                                      20+2 kg on Hamsdon machine at
                                      25% compression.
                                     Adjustable back mechanism: The
                                      adjustable back mechanism should
                                      be 360o revolving type with provision
                                      for backrest tube and infinite locking
                                      of back.
                                     Pneumatic height adjustment:
                                      The pneumatic height adjustment
                                      should     be     maintenance     free
                                      adjustment stroke of minimum 12.5
                                      cm operated at 30 kgs extension
                                      force.
                                     Pedestal assembly: The pedestal
                                      should be made of HR steel fitted
                                      with 5 number twin wheel casters
                                      having dia of 5 cm. The pedestal
                                      should be covered with PP moulded
                                      hub cap at the central column and
                                      end caps at the end of each prong.
                                     Twin Wheel casters:         The twin
                                      wheel casters should be injection
                                      moulded in black nylon and should
                                      have undergone durability, retention,
                                      caster pull out, wheel pull out and
                                      breakability tests.



                           Page 176 of 256
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SNo       Features                        Minimum required specifications

2)
          Table
                                                 Tables made of pre laminated particle
                                                 board with edge banding, retractable
                                                 key board and storage provision

                                                 The furniture would be delivered at
                                                 the locations where workstation /
                                                 server are installed.



            14.Server Rack Size: 42 U


        Structural features
            o Main Frame: Extruded vertical main frame providing good structural
                support to rack
            o Mounting elements: Mounting Elements to conform to various
                international standards so that all types of data and voice equipment
                can be easily mounted
            o Top Frame: Top Frame to be fully slotted at its four edges to allow for
                proper ventilation preventing internal equipment from overheating
            o Base Frame with Cable Entry Access: Base Frame to allow cable entry
                access and good stability support to the overall structure
            o Castor wheels: Casters attached to the bottom of server cabinets to
                help maneuver racks around the data center. Two of the four wheels
                to be locked to assist with keeping the server rack from rolling
            o Level Feet: Both casters and levelers to be installed together on the
                server rack to provide maximum stability
            o Perforated Front and Back door: The rack must include perforated
                front and rear doors and must not prevent the flow of cool air into or
                out of the rack
            o 4" Vertical Cable Trays: 4" Tray for facilitating rear/vertical cable
                management, Organizing data and power cables
            o Cage nuts and screws: quality steel cage nuts & screws for server
                cabinet
            o Proper Ventilated and minimum two fans: Metal Faceplate with 2 Fans
                to pull the hot air out of server rack bringing in the cooler air from the
                bottom of the server rack
            o Minimum load carrying capacity: The weight-handling capacity of the
                rack must be able to support the maximum rack configuration,
                including all servers, external cables, PDUs, and so on
            o Internal dimensions meeting to IEC 297-2 and DIN 41494 Part 1 with
                addition to DIN-IEC drilling in EIA standard (The rack must meet EIA-
                310-D standards for mounting flanges and hole locations)
            o Equipment Sliding Tray: 1 nos. for positioning non-rack mountable
                equipment in the server rack. To use the tray, it must be extended out
                fully on its rails. The rack equipped with front covers, must be ensured
                that they are hinged in such a way, that in their fully open position
                they allow the keyboard/display tray to be fully extended.


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o   The rack must provide proper stabilization so that the rack does not
    become unstable when the external management console or other
    equipment are pulled out for use or for service

       Width*Depth : 800mm * 1000mm
       Power and network cable management
       6 ways Power Strip: redundant power supply to servers
       Foldable TFT Monitor
       Digital 8 port KVM switch with USB port cables


15.Earthing


    The earthing requirement for is taken into the consideration. The
    communication equipments, servers, antistatic flooring, telecom
    equipments and UPS, LT panel, Lighting components and racks require
    copper earthing.

    Based on the requirement the numbers of earth pits are to be planned.
    Plate electrode shall be 600 x600 x 3 mm copper. Earthing conductor
    shall be of copper. Earth bus bar shall be provided wherever required.
    Cast iron cover shall be provided for earth pit. Funnel and wire mesh
    shall be provided for watering. Charcoal, salt etc shall be filled in the
    pit.

    Earthing shall conform to IS 3047 of 1987.

    A certificate towards the earthing mentioning earth resistance will
    have to be submitted by the vendor. The certificate will have to be
    signed by A class Electric Contractor.


16.Structured cabling


    The structured Cabling System shall be developed:

    To meet the business / process requirements for services provided to
    the workstation / servers
    To provide for easy installation, minimizing the installation time frame
    To provide a robust system for various environments and applications
    To meet ISO 11801 cabling standards and local construction and tele-
    communication regulations
    To provide a user friendly environment with adequate technical
    support for maintenance
    To enable easy performance upgrade

    The following standards are to be compiled with unless otherwise
    specified:




                        Page 178 of 256
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       a) ISO/IEC 11801:2002 –International standard for generic cabling for
                 customer premises

       b) EIA/TIA 568B – Commercial Building Telecommunications Cabling
        Standard (2002)

       c) EIA/TIA 568B.2-1- Commercial Building Telecommunications
       Cabling Standard (2002)

       Cabling to be done in a structured way using RJ 45 connectors, RJ I/O
       boxes, in concealed conduits

       All the cables used should be minimum of CAT 6

 Cable type                    CAT 6, 4 Pair , 100,23/24 AWG

 Mutual Capacitance            Nominal: 15pF/ft.(typical)


 Worst Case Cable Skew         45 nsec/100 meters

 Characteristic Impendence     100(+/- 3 )Ohms 250MHz


 DC Resistance Max             6.6 Ohms/100m



Necessary switches / hubs to be installed at the sites

Proper tagging for identification of cables to be done

The vendor shall do the cabling from the cross connect at the floor distributor
(FD) administration sub system using CAT 6 RJ 45 Jacks

Each run of the cable from the cross connect at the FD to the information
outlets should be continuous without any joints / splices

The vendor should ensure that the cabling is done in such a way that error
free transmission is done

The cross connect module should be fire retardant

Necessary electrical connections to be provided for all the equipments /
devices to be installed by the vendor

Cabling provision to include connection with UPS and earthing

Where ever required patch chords to be used. Patch chords to meet the
following specifications:



                            Page 179 of 256
                                                            Tender #        182




 Conductor          23/24 AWG, stranded copper

 Length             7 Feet

 Plug protection    Matching colored snag-less, elastomer polyolefin boot

 Category           Category 6

 Housing            Clear poly carbonate

                    Phosphor Bronze,50 micron gold plating over selected area
 Terminals          and gold flash over remainder, over 100 micron nickel
                    under-plate

 Load bar           PBT polyester

 Jacket             PVC

 Insulation         Flame retardant polyethylene


i.)     Patchcord should have a characteristic impendence of 100 +/- 3
ii.)   Patchcord should have an extra long boot to maintain the band radius
iii.)  Patchcord plug should have a built in cable manager feature to ensure
that the pair relationship is maintained inside the plug.


      17.CCTV
          Colour CCD camera with the PAN / TILT / ZOOM functions
          Image sensor: 1/4"
          IT colour CCD with 410k(N) and 470k(P) pixels
          Built-in 128 x zoom lens (16 x optical with 8 x digital)
          Low speed shutter function of x 2~ x 82 fields integration
          Wide dynamic range function
          Motion detection function
          Mirror function
          Freeze function
          Super back light compensation
          Powerful auto focus - Zoom tracking
          Up to 240º / sec pan speed and 360º continuous rotation
          Continuous auto focus
          64 preset positions
          RS-485 interface, 253 cameras connect available
          Home position auto - return function
          Pan / Tilt speed variable
          Tilt rotation 0 degrees to 90 degrees
          Pan rotation 360 degrees continuous
          Built-in OSD function
          Minimum focus distance 1000 mm (tele end)




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                                                               Tender #     182




     18.IP phone


     The phone should meet the following specifications
1    The phone should support SIP / MGCP protocol.
2    Two lighted line keys to which can be assigned individual lines-Each line key
     provides a busy-line indication if the line is shared with another IP phone; lighted
     line keys are also used to access services and call history directories and to activate
     the headset port
3    Should have at least 4 interactive keys/soft-keys to guide a user through call
     features & functions.
4    Should provide a direct access to voice mail application/server for retrieving voice
     mails or configuring user‘s personal settings like greetings etc.
5    Lights turn on when there is new voicemail and when the phone rings; visible on
     both the phone chassis and handset and stay lit until new voicemail has been
     processed by the user
6    IEEE 802.1 q tagging
7    10/100BASE-T Ethernet connection through two RJ-45 ports: one for the LAN
     connection and the other for connecting a downstream Ethernet device such as a PC
8    Full-duplex speakerphone for handling calls hands-free
9    Volume-control toggle to provide easy decibel-level adjustments of the handset,
     headset, speakerphone, and ringing volume.
10   Dedicated headset port eliminates the need for a separate amplifier when using a
     headset; allows the handset to remain in its cradle, making headset use simpler
11   Optimum display viewing and comfortable use of buttons and keys; the foot stand
     can be removed for wall mounting with mounting holes located on the base of the
     phone
12   More than 24 user-selectable ring tones
13   Hearing-aid-compatible (HAC) handset that meets ADA requirements, including ADA
     HAC requirements for a magnetic coupling to approved hearing aids; the phone
     dialing pad also complies with ADA requirements

14   G.711, G.729a audio-compression codecs
     Provisioning of network parameters through the Dynamic Host Configuration
15   Protocol (DHCP)
     Comfort-noise generation and voice-activity-detection (VAD) programming on a
16   system basis
     Should provide the directory services to the user by storing & displaying the
17   missed, received and dialed call details including the caller ID and calling time.




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        19.Layer 2 Ethernet Switch (Non-POE) Switch


       Layer 2 Switch with 24 -Ports 10/100 Mbps and 2 Uplink Ports
       10/100/1000 Mbps
S No   Technical Specifications
1      General Requirements:
       The Switch Should Support the following features:
       24 Ethernet 10/100Mbps Ports + 2 Dual Purpose Gigabit Ethernet 10/100/1000
a      ports
       All 24 ports can auto-negotiate between 10Mbps/100Mbps, half-duplex or full
b      duplex and flow control for half-duplex ports.
c      Minimum 16 Gbps Switching fabric capacity
d      Minimum Packet Forwarding Rate of 6 Mpps
f      Minimum 255 VLANs
g      Minimum 8K MAC address
h      Minimum 32 MB Flash Memory and 64 MB RAM
i      AC Power Supply, 100-240 V AC
j      IGMP Snooping with Broadcast Control IGMP v3.
       Automatic medium-dependent interface crossover (Auto-MDIX) to automatically
       adjust transmit and receive pairs if an incorrect cable type (crossover or straight-
k      through) is installed on a copper port.
 l      The switch should be populated with 2 SFP SX module
2      Performance & QoS Features:
       The Switch Should Support the following features:
       Auto negotiating on all ports that automatically selects half- or full-duplex
a      transmission mode to optimize bandwidth.
       Per-port broadcast, multicast, and unicast storm control to prevent faulty end
b      stations from degrading overall systems performance
c      Port Mirroring, Port Trunking and 802.3ad Link Aggregation port trunks
d      IEEE 802.3x flow control for full-duplex mode ports.
       IEEE 802.1D Spanning Tree and IEEE 802.1W RSTP, IEEE 802.1s Multiple
f      Spanning Tree Protocol
g      Provision for loop avoidance in case of Unidirectional fiber.
       The Switch should be capable of detecting and disabling the port to avoid the STP
h      loop caused due to single connectivity on the physical layer on fiber ports.
i      It should be possible to configure STP on a per VLAN basis.
j      IEEE 802.1Q VLAN, IGMP snooping, 802.1p Priority Queues
       IEEE 802.1p CoS and DSCP field classification using marking and reclassification
       on a per-packet basis by source and destination IP address, source and
k      destination MAC address, or Layer 4 TCP or UDP port number
l      Strict priority queuing support, IGMP Filtering




                                Page 182 of 256
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       Granular Rate limiting based on source and destination IP address, source and
       destination MAC address, Layer 4 TCP and UDP information, or any combination
       of these fields, using QoS ACLs (IP ACLs or MAC ACLs), class maps, and policy
m      maps.
3      Access Control Features:
       The Switch Should Support the following features:
a      Port security, IEEE 802.1x
       Advanced Access Control Lists (ACL), enhanced TACACS+ and RADIUS
b      authentication
c      802.1x port-based authentication
d      SSHv2 and SNMPv3, DHCP snooping, IGMPv3 snooping
e      Spanning Tree Root Guard Support
f      Multilevel security on console access to prevent unauthorized access
4      VLAN Features:
       The Switch Should Support the following features:
a      802.1Q Tagged VLAN and port based
b      Dynamic VLAN Registration
c      Dynamic Trunking Protocol or equivalent.
d      VLAN Trunking Protocol or equivalent
e      802.1s, 802.1w, Per VLAN Rapid Spanning Tree protocol
5      Protocol and Traffic Features:
       The Switch Should Support the following features:
a      Simple Network Time Protocol
b      Multicast filtering per port
c      Traffic segmentation
       Traffic classification should be based on user-definable application types: TOS,
d      DSCP, Port based, Mac address, IP address, TCP/UDP port number
6      Management Features:
       The Switch Should Support the following features:
a      RS-232 console port for management via a console terminal or PC
b      SNMP support upto ver3
c      Web-based management, Web GUI traffic monitoring
       Web management should enable management for a minimum of 15
d      geographically distributed switches through a common browser window.
e      CLI management support.
f      Layer 2 trace route
g      TFTP, RMON Support


         20.Layer 3 Ethernet Switch (POE)


      Layer 3 POE Switch with 48-Ports 10/100 Mbps and 2 SFP based Gigabit
      Ethernet Ports along with 2 SX modules
Sno   Technical Specifications
1     Hardware Configuration and Performance Features:
      The Switch Should Support the following features:
a     48 Port 10/100 Base-T and 2 port SFP ; populated with atleast two SX module
b     Minimum 32 Gbps switching fabric.


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                                                                Tender #     182




c    Minimum Forwarding Rate 13 Mpps
d    Configurable up to 10,000 MAC addresses
e    Configurable up to 10,000 unicast routes
f    Configurable up to 1000 IGMP groups and multicast routes
g    Minimum 32 MB Flash Memory and 128 MB RAM
h    Minimum 1000 VLANs
i    AC Power Supply, 100-240 V AC
     Configurable maximum transmission unit (MTU) of up to 9018 bytes (Jumbo
     frames) for bridging on Gigabit Ethernet ports, and up to 1546 bytes for bridging
j    of Multiprotocol Label Switching (MPLS) tagged frames on 10/100 ports.
 K   All the 24 10/100 Base-T ports should be IEEE802.3af compliant
2    Availability and Scalability:
     The Switch Should have the following features:
a    IEEE 802.1w Rapid Spanning-Tree Protocol (RSTP)
     Router Redundancy Protocol support to create redundant, fail-safe routing
b    topologies.
     Unidirectional links should be detected and disabled to avoid problems such as
c    spanning-tree loops due to physical layer errors.
     Switch port auto-recovery should automatically be able to re-enable a link that is
d    disabled because of a network error.
e    Support for external Redundant Power Supply (if required)
f    Support for equal cost routing to provide load balancing and redundancy.
3    Routing Features:
     The Switch Should Support the following features:
a    Basic IP routing protocols (static, RIPv1, and RIPv2) support (Required)
     Advanced IP routing protocols (OSPF, and Border Gateway Protocol Version 4
b    [BGPv4]) support
     Policy-Based Routing support to allow superior control by enabling flow
c    redirection regardless of the routing protocol configured.
     Support for Inter-VLAN IP routing to provide for full Layer 3 routing between two
d    or more VLANs.
     Protocol Independent Multicast (PIM) for IP Multicast routing support, including
     PIM sparse mode (PIM-SM), PIM dense mode (PIM-DM), and PIM sparse-dense
e    mode
     Distance Vector Multicast Routing Protocol (DVMRP) tunneling to interconnect two
f    multicast-enabled networks across non-multicast networks
g    IPv6 routing and IPv6 Access Control List Support
4    Bandwidth Optimization Features:
a    The Switch Should Support the following features:
     Per-port broadcast, multicast, and unicast storm control support to prevent faulty
b    end stations from degrading overall systems performance.
c    IEEE 802.1d Spanning-Tree Protocol support
d    IEEE 802.1s Multiple Spanning Tree Protocol Support
e    Equal cost routing for load balancing and redundancy
f    VLAN Trunking Protocol (VTP) or equivalent support
g    IGMPv3 snooping, IGMP filtering support
5    QoS and Control Features:



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    The Switch Should Support the following features:
    802.1p CoS and DSCP field classification support, using marking and
    reclassification on a per-packet basis by source and destination IP address,
a   source and destination MAC address, or Layer 4 TCP/UDP port number.
    Four egress queues support per port to enable differentiated management of up
b   to four traffic types across the stack.
    Support for Strict priority queuing guarantees that the highest-priority packets
c   are serviced ahead of all other traffic.
    Support for Rate limiting based on source and destination IP address, source and
    destination MAC address, Layer 4 TCP/UDP information, or any combination of
    these fields, using QoS ACLs (IP ACLs or MAC ACLs), class maps, and policy
d   maps.
6   Security Features:
    The Switch Should Support the following features:
    IEEE 802.1x support to allow dynamic, port-based security, providing user
a   authentication.
b   IEEE 802.1x with VLAN assignment support
    Support for IEEE 802.1x and port security are provided to authenticate the port
c   and manage network access for all MAC addresses, including those of the client.
    Support for IEEE 802.1x with Guest VLAN allows guests without 802.1x clients to
d   have limited network access on the guest VLAN.
    Support for Port-based ACLs for Layer 2 interfaces allow security policies to be
e   applied on individual switch ports.
    Support for Unicast MAC filtering prevents the forwarding of any type of packet
f   with a matching MAC address.
g   Support for Unknown unicast and multicast port blocking.
    Support for SSHv2, Kerberos, and SNMPv3 to provide network security by
h   encrypting administrator traffic during Telnet and SNMP sessions.
i   Support for port mirroring
    TACACS+ and RADIUS authentication enable centralized control of the switch and
j   restrict unauthorized users from altering the configuration.
    Support for MAC address notification allows administrators to be notified of users
k   added to or removed from the network.
    Support for Multilevel security on console access prevents unauthorized users
l   from altering the switch configuration.
m   Support for Dynamic VLAN
7   Management Features:
    The Switch Should Support the following features:
a   Auto-sensing and Auto-negotiating on all ports
b   Dynamic trunk configuration across all switch ports.
c   Support for IEEE 802.3ad Link Aggregation
d   DHCP Relay and DHCP Server support.
e   Auto-MDIX Support
f   Support for RMON, DNS, CLI, Web GUI, Telnet, TFTP, SNMP v1,2,3.




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           21.Voice Gateway


       Voice Gateway

A.   Voice Gateway Architecture requirements
     i. The architecture should be based on high speed CPU.
     ii. Should be a multi-service capable router
     iii. The Router should be a Single Box configuration and modular, so that the
          purchaser has the flexibility to use the appropriate choice of interfaces as
          and when required.

B.   High Availability Requirements
     i. Support for Hot Standby Router Redundancy Protocol.
     ii. The software on the router must have online software reconfiguration to
          ensure that changes made to a router configuration take place with
          immediate effect.
     iii. It must be possible to fast boot the router to ensure that for software
          upgrades can be done with minimum network downtime.
     iv. High Mean Time Between Failure values should be available to ensure long
          life of router hardware.
     v. The router should be capable of booting from a remote node, where the
          router image is present.
     vi. On-board support for Voice DSP Modules, HW based Compression modules,
          High Performance VPN Encryption Modules and ATM Modules.

C.   Miscellaneous Hardware Requirements
     i. Router should be populated with Interface Cards enabling the router to have
          atleast 3 E1 Connections.
     ii. Three 64 channel DSP resources must be provided for VoIP support
     iii. 2 Nos. of Onboard USB 1.1 port(s)
     iv. Should have modular slots for voice and data interface cards.
     v. The router should have adequate flash memory to ensure storage of multiple
          router software images. The router software must support the flash file
          system to easily store and load multiple images. Also the support to save
          configuration File to the Flash Memory.
     vi. The router should have minimum of 256MB and maximum of 760MB DRAM.
     vii. The router should have minimum of 64MB and maximum of 256MB Flash.
     viii. The router should have 2 number of 10/100BaseT ports.
     ix. Extensive debugging capabilities to assist in hardware problem resolution.
     x. An optional upgrade to the internal power supply provides in-line power to
          optional integrated switch modules.
     xi. A standards-based power supply should be able to provide 802.3af-compliant
          PoE or prestandard in-line power.
     xii. Router should support time-division multiplexing (TDM) interconnections.
     xiii. Router Should support concurrent services such as hardware-accelerated
          security, ATM segmentation and reassembly (SAR), compression, and voice
          mail.

D.   Interface Modules support




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The Network interface modules should have support for a complete range of LAN &
WAN interfaces as indicated below:

i.   LAN Interface      10/100BaseTX interfaces as per IEEE 802.3u.
                        All Fast Ethernet interfaces should support full duplex
                        capabilities.

ii. Flex- Ports         All the Serial Ports should be Flex-Configured for RS-
                        232/V.35 interfaces.
iii. Voice Interfaces   The Router should be also capable of supporting Voice
                        interfaces.
                        Digital Voice Modules (E1)
                        Optionally the Router should be able to support Analog Voice
                        interface modules like FXS, FXO, E&M
iv. ISDN interfaces     The Router should be able to support ISDN BRI interface.
                        The Router should also have support for E1-PRI interface

E.    Performance Requirements
     i. Forwarding capability should be at least 170 Kpps using 64-byte packet size.

     ii. A fully loaded chassis must have less than 80% CPU utilization with the above
         expanded configuration.

F.    Router Software Features.
     i.     Should provide the standard routing protocols with Auto QOS for Voice &
            Video Applications.
     ii.    To support (when required by an software upgrade) IPSec 3DES
            Encryption; the IPSec implementation should be IETF compliant
     iii.   To support (when required by an software upgrade) Intrusion Detection
            Functionality.

G. Router Functional Requirements:
   i.     To support Context –Based Access Control
   ii.    To support Virtual Private Network Capability
   iii.   Should have Policy Based Routing
   iv.    To support Quality of Service Policy Management Capability
   v.     Should support Class of Service, Prioritization, Policy based Routing
          and Low Latency Queuing
   vi.    Should currently provide Network address translation
   vii.   Should support Voice over IP, VoFR
   viii.  Must provide Auto-QoS
   ix.    Should provide cRTP to compress voice (RTP) streams
   x.     The router should be capable to deliver telephony features similar to those
          of IP Call Processor that are commonly used by business users to meet
          the requirements of the small to medium-sized offices through a software
          upgrade
   xi.    Optional support for In-line power distribution to Ethernet switch network
          modules and support to power IP phones.

Other General Specifications:




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A. Software Specifications:

1.   IP Routing Protocols:
     i. RIP – must be available
     ii. OSPF – must be available
     iii. OSPF Over Demand Circuits –must be available
     iv. BGP
     v. IGRP – support
     vi. EIGRP - support
     vii. Policy Based Routing – must be available

2.    Network Address Translation (NAT) should be available in the delivered
     configuration.

3.   WAN Protocols:
     i. PPP
     ii. Multilink PPP
     iii. X.25
     iv. Frame Relay
     v. Compression-Payload and TCP/IP Header
     vi. MPLS

4.   Proper Congestion Management should be taken care by eliminating Network
     congestion and attempting to toss non-routing packets instead of routing
     packets when the link is overloaded.

5.    Multicasting and QoS:
     i. Resource Reservation Protocol (RSVP)
     ii. Auto-QoS - VOIP
     iii. WFQ, CAR and IP Precedence
     iv. It should be possible to recognize a wide variety of applications, including
          web-based and other difficult-to-classify protocols that utilize dynamic
          TCP/User Datagram Ports (UDP) port assignments. When an application is
          recognized and classified, a network should be able to invoke services for that
          specific application.
     v. Internet Group Management Protocol (IGMPv3)
     vi. Multicast Routing support such as Protocol Independent Multicast (PIMv2)
          and Multicast BGP.

6.    Bandwidth Optimization:
     i. Dial-Backup
     ii. Dial-on-Demand
     iii. Data Compression
     iv. Inactivity timeouts.

7.    Accounting:
     i. Network Time Protocol.
     ii. Packet & Byte Counts.
     iii. Start Time Stamp & End Time Stamps.
     iv. Input & Output interface ports.
     v. Type of service, TCP Flags & Protocol.



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     vi. Source & Destination IP addresses.
     vii. Source & Destination TCP/UDP Addresses.

8.    Security
     i.     Support for Standard Access Lists and Extended Access Lists to provide
            supervision and control.
     ii.    Support for Firewalling and IDS (by a software upgrade)
     iii.   Controlled SNMP Access.
     iv.    Control SNMP access through the use of SNMP with MD5 authentication.
     v.     Implement Access Lists on the router to ensure SNMP access only to the
            SNMP manager or the NMS workstation.
     vi.    Optional VPN Acceleration Module.
     vii.   Optional Intrusion prevention System Module.
     viii.  IPSec,DES, 3DES and AES Support.
     ix.    Support for high-performance intrusion-detection-system (IDS) network
            module.
     x.     Support for URL filtering with an optional network module.
     xi.    Router Chassis should have embedded hardware cryptography
            accelerators, which when combined with an optional software upgrade to
            help enable WAN link security and VPN services.
     xii.   Support for security and policy enforcement features such as stateful,
            application-based filtering (context-based access control), per-user
            authentication and authorization, real-time alerts, transparent firewall,and
            IPv6 firewall.
     xiii.  Router should have a support to be able to improve the ability of networks
            to identify, prevent, and adapt to threats by allowing network access only
            to Anti-virus and Operating system compliant and trusted endpoint
            devices.
     xiv.   Support for Dynamic Multipoint VPNs.
     xv.    Multiple Privilege Levels.
     xvi.   Support for Remote Authentication Dial-In User Service (RADIUS) and
            AAA.
     xvii.  MD5 Route Authentication.
     xviii. PPP PAP & CHAP support.

9.   Other   required features
     i.       Ethernet Interface of the Router should support 802.1Q
     ii.      To support IPSec, GRE and L2TP and L2F
     iii.     To support DHCP Server functionality
     iv.      The router should have Autoinstall feature to Configure remote routers
              automatically across a WAN connection to save cost of sending technical
              staff to the remote site.
     v.       Support for Interfaces for local telephone, private branch exchange
              (PBX), and gateway connections include FXS; FXO; direct inward dialing
              (DID); ear and mouth (E&M); Centralized Automated Message Accounting
              (CAMA); ISDN Basic Rate Interface (BRI); and T1, E1, and J1 with ISDN
              Primary Rate Interface (PRI); QSIG; and several additional channel
              associated signaling (CAS) signaling schemes.
     vi.      Optional network analysis module. Provides application-level visibility into
              network traffic for troubleshooting, performance monitoring, capacity
              planning, and managing network-based services.



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vii.   The router should support Warm Software Reboot to reduce system boot
       time.
       22.
       23. GPS based vehicle mount unit (VMU)


       a) shall be approved as per MIL810F standard
       b) shall have the capability to work on GSM / GPRS and shall offer user
          definable refresh rate
       c) The unit shall be on the air programmable for refresh rate, internal
          storage rate, output pin control, messaging etc.
       d) The unit shall have maximum six keys as an integral part for send any
          fixed predefined messages
       e) Unit shall work on 12 / 24 volt vehicle battery
       f) Unit shall have an internal memory to store minimum 3000 way points
          and the internal storage as well as online data communication shall be
          as low as every 10 seconds
       g) Unit shall have the facility to set speed limit and stoppage limit and
          message shall be automatically sent as soon as the limits are violated
       h) Units shall have six input and output ports
       i) Unit shall have minimum two external ports where any external device
          (fuel sensor, advertisement etc) can be connected in future
       j) VMU to be provided with in-built modem for sending data about status
          and position of the vehicle and for receiving configuration changes,
          software upgrades or changed database information from Central
          Control Station.
       k) The following information can be captured / calculated by the onboard
          VMU:
                              i. Position coordinates of the vehicle
                             ii. Date & time stamp
                            iii. Speed
                            iv.  Distance covered
                  Other Optional Information such as error codes, fuel level, oil
                  level, oil temperature, etc. on vehicle which are equipped with
                  sensors for such purpose(s).
       l) The embedded software in the VMU facilitates the capture of
          parameters related to bus travel on routes as may be required for
          analysis in future.
       m) In case of loss of communication link, the VMU in vehicle to have
          memory storage to keep the data till the communication link is re-
          established.
       n) VMU is supported by a battery backup in case the battery of the bus is
          disconnected or there is a problem with the power of the vehicle.




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   o) VMU is so design as to be able to receive & transmit voice
      communication to & from Central Control Station, as well as vehicle
      related information
   p) The data collected by VMU on a vehicle, is transferable to the Central
      Control Station at pre-defined intervals and otherwise on a need basis
      as well for the effective functioning of the CMS Project.
   q) VMU to be rigidly mounted on the vehicle and vibration & shock
      resistant, heat resistant, dust resistant and water / rain splash
      resistant and tamper proof. It shall conform to relevant industry
      standards.
   r) The emergency button on the VMU is easily distinguishable in an
      appropriate colour. For all communications other than emergency
      there are separate button(s). These buttons are easily identifiable
      international signs, like ―danger‖, etc and are recommended to be in
      Hindi as well as in English languages.
   s) The working status, availability of communication link etc., are
      displayed by LEDs on VMUs.



   24.Water Dispenser / water refill


   The water in water dispenser must be with TDS between 50 and 100 mg/l,
   aroma free, hygienic, dirt free, bacteria free, virus free, free from
   dissolved impurities like salts, chemicals and minerals. The water should
   be RO and UV treated.

   The dispenser should provide cool / warm water

   25.Database


Shall be any standard industry RDBMS (like Oracle / MS SQL / IBM DB2). The
RDBMS Software should provide enterprise capabilities for the Government
Database like Integrated Data Mining and Business Intelligence Analytics,
Fully Integrated Data Transfer, Transformation & Cleaning, Integrated
Reporting Services tools, Integrated and extensible Analysis Services support.
The Database should provide Unicode support.


   26.Wall clock


Type:                Digital

Should have a 6 inch LED / LCD display




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           27.Light commercial vehicle


   1. Type:                     4 wheeler with carriage
      space
        Seating capacity:       2–3
        Cubic capacity:         >2400 cc
        Model:                  Not more than 3 years old


Note:
        1. Vehicle should be in good condition
        2. All the relevant documents including RC, permit, insurance, pollution
           certificate, etc should be valid and available.
        3. Vehicle should display a placard with Ajmer Vidyut Vitaran Nigam Limited
           in bright fluorescent color on both sides of the vehicle.
        4. The vehicles so deployed shall not be transferred to AVVNL on termination
           of contract i.e. not covered in the scope of BOOT. But the navigation and
           vehicle tracking system will be handed over to AVVNL after the BOOT
           period at no cost to AVVNL


           28.T & P Requirement


           Each vehicle will contain following T&P

                 (i)      Fiber Ladder (24 ft.): One No.
                 (ii)     Rope (small size): one no.
                 (iii)    Power Torch: One no.
                 (iv)     Hand Gloves: 3 pairs.
                 (v)      Combination Pliers: 2 Nos.
                 (vi)     Cutter: One No.
                 (vii)    Hammer: One No.
                 (viii)   Screw Driver: 2 Nos.
                 (ix)     Spanner Set: 1 Nos.
                 (x)      Discharge/Earthing Rod: One No.
                 (xi)     Tester : One No.
                 (xii)    Hack Saw: One No.
                 (xiii)   Tape: One No.




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Manpower requirements


Qualifications and experience of Project members to be deployed by the
vendor at consumer care service centre and customer call centre


  The vendor will have to submit attested photocopies of educational certificates of
  all the manpower resources that would be deployed at the time of submitting its
  inception report. Additionally, the vendor will have to provide notarized affidavit
  towards the experience of each manpower resource.


       Systems Administrator / trouble shooter
       Educational qualification         B. Tech (or BE) in computers
       Additional qualifications         MCA or MCSE
                                         Minimum experience of 6 years as a system
       Experience
                                         administrator and have handled atleast 150
                                         users
                                         Should be able to manage the database and
                                         provide integration with other systems of
                                         AVVNL
                                         Should be able to harden the OS to close the
                                         services / ports that are not serviced /
                                         required
                                         Should be able to perform fingerprinting of
                                         servers / systems to strengthen the security
                                         of the system
                                         Should be well conversant with encryption
                                         and other security methods to ensure that
                                         data is secure at all times
                                         Should have worked for Government clients


       Web master
                                         B. Tech (or BE) in computers
       Educational qualification


       Additional qualifications:        E commerce Certificate course (optional)
       Experience                        Should have experience of minimum of 4
                                         years in development of web based
                                         software. Should be capable of generating
                                         the system as per the scope of work


       Communication engineer
       Educational qualification         B. Tech (or BE) in Electronics /
                                         communications
       Additional qualifications:        Certificate holder of CCNA / CCNP


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Communication engineer
Experience                        Minimum     experience  of    6  years   in
                                  communications handling TCP / IP, GPRS,
                                  CDMA technology. Should be aware of latest
                                  communication technologies that are used in
                                  India.   Should     be   conversant    with
                                  communication protocols and in specific to
                                  the protocols for communication


Software engineer
Educational qualification         B. Tech (or BE) in computers
Additional qualifications:        MCA or M Tech
Experience                        Minimum experience of 6 years in software
                                  development and customization of software
                                  developed on variety of languages. Should
                                  be well conversant with latest programming
                                  languages


Network security engineer
Educational qualification         B. Tech (or BE) in computers
                                  CISSP / SANS certificate (optional)
Additional qualifications:
Experience                        Minimum experience of 6 years network
                                  security engineer.
                                  Should have performed network penetration,
                                  ethical hacking, network sniffing, etc to
                                  ensure that overall system is secure
                                  Should be well conversant with firewall,
                                  router, IPS and IDS implementation
                                  Should have worked for Government clients


Field personnel for fault removal team
Educational qualification         ITI diploma holder
Additional requirements:          At least two out of three members of the
                                  fault removal team should be below 40 years
                                  of age
Experience                        Minimum experience of 2 years.
                                  Should have adequate work knowledge
                                  Should be well conversant in Hindi and
                                  English




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Driver for fault removal team
Educational qualification        XII pass (in order to understand and use
                                 GPS navigator)
Additional requirements:         At least two out of three members of the
                                 fault removal team should be below 40 years
                                 of age
Experience                       Minimum 6 years experience of commercial
                                 driving and should be a holder of commercial
                                 license for minimum 6 years
                                 Should be well conversant with Ajmer /
                                 Udaipur city
                                 Should be well conversant in Hindi and
                                 English

Call center executive/ customer service executive
Educational qualification        Graduate
Additional requirements:         Fluency in English and Hindi
Experience                       Minimum 3 years experience of working in a
                                 call center / customer care center
                                 Should be well conversant in Hindi and
                                 English
                                 Should be comfortable to use computers
                                 Typing speed 40 wpm

Project manager
Educational qualification        B.Tech. / B.E.
Additional requirements:         MBA
Experience                       7 years of experience in        Networking/
                                 Software Development work
                                 Experience of handling the work as per the
                                 scope of work




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     13.      Schedule of Completion

The completion of various activities of the tender are required to be done as per the
following schedule


S. No    Particular of activity                  Time schedule desired

1        Furnishing detailed Functional Design   With in 15 days from the date of
         Specifications (FDS) / inception        awarding contract
         report of the system

2.       Approval/ comments on FDS /             With in 15 days from the date of
         inception report by AVVNL               submission

3        Commencement of call center             With in 45 days from the date of
         operation – module 1 after              awarding contract or within 30 days
         acceptance of SAT by AVVNL.             from the approval of FDS whichever
                                                 is earlier.

4        Commencement of FMS operation–          With in 75 days from the date of
         module 2                                awarding contract or within 60 days
                                                 from the approval of FDS whichever
                                                 is earlier.

5        Commencement of consumer service        With in 75 days from the date of
         center operation – module 3             awarding contract or within 60days
                                                 from the approval of FDS whichever
                                                 is earlier.




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      14.      Bill of Material


        The minimum quantity of various components are as under:



S. No                      Item              Minimum     Illustrative
                                             Quantity

(a)                        (b)               (c)         (d)

 1.         Customer service centers         16            Ajmer 8
            Refurbished tastefully
                                                           Udaipur 8

 2.         Call centers                     2             Ajmer 1
                                                           Udaipur 1

 3.         No of customer service           32            Ajmer: 8 x 2 =16 min
            executives
                                                           Udaipur: 8 x 2 = 16
                                                           min

 4.         Number of call centre            28            Ajmer:14 min
            executives in a day
                                                           Udaipur:14 min
                                                           (On the maximum of
                                                           call center executives
                                                           on basis of table of
                                                           ‗month wise
                                                           requirements of
                                                           number of call center
                                                           agents‘ )

 5.         Project managers (CC)            2             Ajmer:1
                                                           Udaipur:1

 6.         Project supervisors (CC)         6             Ajmer:3
                                                           Udaipur:3

 7.         Systems Administrator /          2             Ajmer:1
            trouble shooter
                                                           Udaipur:1

 8.         Web master                       2             Ajmer:1
                                                           Udaipur:1




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S. No               Item                   Minimum    Illustrative
                                           Quantity

(a)                  (b)                   (c)        (d)

 9.     Communication engineer             2            Ajmer:1
                                                        Udaipur:1

 10.    Software engineer                  2            Ajmer:1
                                                        Udaipur:1

 11.    Network security engineer          2            Ajmer:1
                                                        Udaipur:1

 12.    Security Guards at CC              6            Ajmer:3
                                                        Udaipur: 3

 13.    Number of vehicles required        20           Ajmer: 10
        (Mobile vans)
                                                        Udaipur: 10
                                                        (On the maximum of
                                                        vehicles on basis of
                                                        table of ‗month wise
                                                        requirements of
                                                        vehicles under module
                                                        2‘)

 14.    Number of fault removal            156          Ajmer: 78
        personnel
                                                        Udaipur: 78
                                                        (On the maximum of
                                                        FR personnel on basis
                                                        of table of ‗month wise
                                                        requirements of
                                                        vehicles under module
                                                        2‘)

 15.    Number of mobile van drivers       20           Ajmer: 10
                                                        Udaipur: 10
                                                        (On the maximum of
                                                        drivers on basis of
                                                        table of ‗month wise
                                                        requirements of
                                                        vehicles under module
                                                        2‘)

 16.    Number of GPS based                20           Ajmer: 10
        navigation and vehicle /


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                                                              Tender #     182




S. No               Item                 Minimum        Illustrative
                                         Quantity

(a)                  (b)                 (c)            (d)
        person tracking system                            Udaipur: 10
                                                          (On the maximum of
                                                          GPS based navigation
                                                          and vehicle / person
                                                          tracking system on
                                                          basis of table of
                                                          ‗month wise
                                                          requirements of
                                                          vehicles under module
                                                          2‘)

 17.    Number of T&P set for mobile     20               Ajmer: 10
        vans
                                                          Udaipur: 10
                                                          (On the maximum of
                                                          T&P set for mobile
                                                          vans on basis of table
                                                          of ‗month wise
                                                          requirements of
                                                          vehicles under module
                                                          2‘)

 18.    Number of desktops               As per the       Per CSC: 2
                                         requirements
        (It may kindly be noted that                      Per CC: 6
        the number of desktops
                                                          Per CC PM: 1
        mentioned here are tentative
        and may increase if number of                     Per CC Supervisor 1
        agents are increased)
                                                          (On the maximum of
                                                          desktops on basis of
                                                          table of ‗month wise
                                                          requirements of
                                                          number of call center
                                                          agents‘ )

 19.    Number of license required for   Unlimited        Unlimited
        CMS application (for call
        center, FRT and CSC)

 20.    LAN                              As per the       As per requirement
                                         requirements

 21.    Broadband internet connection    As per the       1 Per CSC
        of 2 mbps*                       requirements




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S. No                Item                 Minimum        Illustrative
                                          Quantity

(a)                   (b)                 (c)            (d)
        * kindly refer Section III part
        III for note on increase in
        bandwidth requirement

 22.    UPS 1 KVA online                  80               Ajmer: 40
                                                           Udaipur: 40

 23.    UPS 5 KVA online                  2                Ajmer: 1
                                                           Udaipur: 1

 24.    Laser MFP Printer                 16               Ajmer: 8
                                                           Udaipur: 8

 25.    Laser printer heavy duty          2                Ajmer: 1
                                                           Udaipur: 1

 26.    Tables for CSC                    32               Ajmer: 16
                                                           Udaipur: 16

 27.    Tables (modular so as to          As per the       Ajmer: 1
        accommodate the staff /           requirements
                                                           Udaipur: 1
        manager / supervisor at the
        CC)

 28.    Chairs                            286              Ajmer CSC: 128
                                                           Ajmer CC: 15
                                                           Udaipur CSC:128
                                                           Udaipur CC: 15

 29.    Drop boxes                        64               Ajmer: 32
                                                           Udaipur: 32

 30.    Wall clock                        18               Ajmer: 9
                                                           Udaipur: 9

 31.    AC                                22               Ajmer CSC: 8
                                                           Udaipur CSC: 8
                                                           Ajmer CC: 3
                                                           Udaipur CC: 3



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S. No                Item              Minimum        Illustrative
                                       Quantity

(a)                  (b)               (c)            (d)

 32.    Mobile phones / PDA based      As per the       Ajmer CSC: 16 min
        phones for multiple purpose    requirements
                                                        Ajmer CC: 8 min
        use
                                                        Udaipur CSC: 16 min
                                                        Udaipur CC: 8 min
                                                        Ajmer Mobile van: 10
                                                        PDA based
                                                        Udaipur Mobile van:11
                                                        PDA based

 33.    Identity cards                 As per the       Ajmer CSC: 20 min
                                       requirements
                                                        Udaipur CSC: 20 min
                                                        Ajmer CC: 20 min
                                                        Udaipur: 20 min
                                                        Ajmer PM +
                                                        supervisor: 4
                                                        Udaipur PM +
                                                        supervisor: 4
                                                        Others in Call Center
                                                        Ajmer: 5
                                                        Others in Call Center
                                                        Udaipur: 5
                                                        Ajmer Fault removal
                                                        personnel: 120 min
                                                        Udaipur: Fault removal
                                                        personnel: 120 min
                                                        Ajmer Driver: 15
                                                        Udaipur driver: 15

 34.    Uniform                        As per the       Ajmer Fault removal
                                       requirements     personnel:120 min
                                                        Udaipur: Fault removal
                                                        personnel: 120 min
                                                        Ajmer Driver: 15 min
                                                        Udaipur driver: 15 min

 35.    Fire alarm system              4                Ajmer: 2



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                                                               Tender #     182




S. No                  Item               Minimum        Illustrative
                                          Quantity

(a)                      (b)              (c)            (d)
                                                           Udaipur:2

 36.      Smoke detection system          4                Ajmer: 2
                                                           Udaipur:2

 37.      Fire extinguishers              6                Ajmer: 3
                                                           Udaipur:3

 38.      Internet connection 2mbps       2                Ajmer:1
          (1:1) on OFC / lease line
                                                           Udaipur:1

 39.      IP address (minimum)            As per the       Ajmer: 1
                                          requirements
                                                           Udaipur:1

 40.      CCTV setup                      4                Ajmer: 2
                                                           Udaipur:2

 41.      Access control system           2                Ajmer call center: 1
                                                           Udaipur call center:1

 42.      Blade server: Body Casing       2                Ajmer: 1
                                                           Udaipur:1

 43.      Blade Server (High end )        4                 Ajmer: 2
                                                            Udaipur:2

 44.    Blade Severs (Medium end)          12              Ajmer: 6
                                                           Udaipur:6

 45.      KVM Switch                      2                Ajmer:1
                                                           Udaipur:1

 46.      Router + IPS                    2                Ajmer:1
                                                           Udaipur:1

 47.      Firewall + VPN concentrator     2                Ajmer:1
                                                           Udaipur:1

 48.      Database                        2                Ajmer: 1




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S. No                Item              Minimum        Illustrative
                                       Quantity

(a)                  (b)               (c)            (d)
                                                        Udaipur:1

 49.    Switches (for LAN in CSC)      16               Ajmer: 8
                                                        Udaipur:8

 50.    Layer 2 switch for IP PBX      2                Ajmer:1
                                                        Udaipur:1

 51.    Layer 3 switch for IP PBX      2                Ajmer:1
                                                        Udaipur:1

 52.    IP PBX (Call centre)           2                Ajmer:1
                                                        Udaipur:1

 53.    Voice gateway                  2                Ajmer: 1
                                                        Udaipur: 1

 54.    IP phones                      As per the       Ajmer: As per the
                                       requirements     requirements (+ 5 as
                                                        standby)
                                                        Udaipur: As per the
                                                        requirements (+ 5 as
                                                        standby)

 55.    Water dispensers (20 ltr)      16               Ajmer:8
                                                        Udaipur:8




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      15.     Techno commercial and General Details

TECHNICAL OFFER & GENERAL DETAILS SECTION – 4 PART – A

Part A of the proposal shall have the following:

 1.    Cover letter
 2.    Annexures 1 to 15
 3.    Schedules 1 to 7
 4.    Bill of Material in confirmation to clause no 25 along with the make and
       specification
 5.    Manufacturer‘s Authorization Form (MAF)




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                                                                  Tender #     182




              TECHNICAL OFFER TO BE FURNISHED BY THE BIDDER
                           ON THE COVER LETTER

To be submitted complete with all enclosures.

       The Superintending Engineer [TW]
       Ajmer Vidyut Vitaran Nigam Limited
       City Power House
       Hatibhata
       Ajmer 305001

       SUB:    To establish and operate Customer Management System on BOOT
               basis for a period of 3 years in the cities of Ajmer and Udaipur
               comprising three independent but integrated modules viz. (1) Call
               center, (2) Fault Rectification system along with appropriate
               infrastructure for rectification of fault related to ―No - Current
               Complaint‖ and (3) Consumers Service Centers


       Dear Sir,

       We have procured tender specification No. 182 to establish and operate
       Customer Management System on BOOT basis for a period of 3 years in the
       cities of Ajmer and Udaipur comprising three independent but integrated
       modules viz. (1) Call center, (2) Fault Rectification system along with
       appropriate infrastructure for rectification of fault related to ―No - Current
       Complaint‖ and (3) Consumers Service Centers

       We are submitting our proposals for TN 182 with complete set of enclosures.

       We agree for execution of tendered work on ‗BOOT‘ basis as per the terms &
       conditions mentioned in the tender specifications and the commercial rates
       agreed by us.

       We also agree that:

   1) The prices as mentioned in ―Financial offer (furnished in separate envelope
   under the cover ―Price Bid‖)‖ are firm in all respect

   2) The prices quoted are valid for a period of 120 days from the date of opening
   of ―Techno-Commercial bids‖ or 60 days from the date of opening of ―Price Bids‖
   whichever is later

   3) The quoted / agreed prices are inclusive of the following charges:
    Enclose details of taxes included in the prices

   4) We also understand that the quantities mentioned in the price schedule shall
   be meant for bid evaluation, however payment shall be made us on the basis of
   actual work.




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                                                                 Tender #      182




5) We have noted the standard terms of payment and undertake to abide by the
same.

6) We understand that conditional offers are likely to be rejected

7) The execution of work shall strictly be in accordance with work completion
schedule as given by us. In case we fail to complete the work as indicated therein
we shall pay penalty as per ―Delay in Completion‖ clause of the specification.

8) The material supplied by us shall conform your specification

9) We confirm that we agree to adhere to all the commercial terms and
conditions as well as the technical stipulation of your specification and there is no
deviation. Such acceptance has also been confirmed in prescribed schedules.

10) We confirm that we are qualified for bidding in terms of Qualification
Requirements specified in the bidding documents and have submitted the
requisite qualification Certificate & data / documents with the bid.

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

12) We understand that the quantity mentioned in the financial schedule is just
for evaluation purpose and except the fixed monthly charges all charges shall be
paid on actual work basis and there is no minimum assured quantity.

   We understand that AVVNL reserves the right to invite detailed proposals
   from any private entrepreneur-company; irrespective of the fact whether the
   company or entrepreneur has been pre-qualified.

   We also understand that the AVVNL reserves the right to reject any or all of
   the bids without assigning any reason thereof.

   We agree to abide by all the conditions governing the proposals and decisions
   of the AVVNL.

   Enclosed:
          1.    Annexure 1: General profile of the bidder
          2.    Annexure 2: Collaboration / Consortium / JV details
          3.    Annexure 3: Organizational Capabilities
          4.    Annexure 4: Financial Details
          5.    Annexure 5: Experience summary
          6.    Annexure 6: Proposed System
          7.    Annexure 7:Details of guaranteed and other reports to be
                generated & furnished to the client
           8.   Annexure 8: Detailed methodology for on-line data-updation and
                integration with billing system
           9.   Annexure 9: Approach & Methodology for executing this project
           10. Annexure 10:EMD Bank Guarantee Format




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                                                                   Tender #     182




               11. Annexure 11:Vendor Warranty
               12. Annexure 12:Security bank Guarantee Format
               13. Annexure 13:Performance Bank Guarantee Format
               14. Annexure 14:Draft Agreement
               15. Annexure 15:Bank Guarantee Check List
               16.   Schedule of completion
               17.   Schedule 1: Schedule of deviations
               18.   Schedule 2: Confirmation of ―No deviation‖ in commercial terms
                     and conditions of this tender
               19.   Schedule 3: Confirmation of ―No deviation‖ in technical terms and
                     conditions of this tender
               20.   Schedule 4: Supporting documents to substantiate meeting of QR
               21.   Schedule 5: Experience summary
               22.   Schedule 6: Schedule of Completion
               23.   Schedule 7: Check List
               24.   Manufacturer Authorization Form (MAF)
               25.   Details as sought

         Thanking you,



                                                        Yours faithfully,
                                           _____________________________
                                           Designation____________________

Date:
Place:




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                                                                 Tender #   182




     16.      Annexure – 1: General Profile of the bidder

Kindly attach a copy of latest RoC for all the members of the consortium to
substantiate the information furnished against general profile of the bidder


Details                                              Responses

Full legal name of the firm

Year of establishment

Registered Office Address

Address for Correspondence

Telegraphic Address

Authorized person(s) to be contacted

Telephone number(s)

Email id

Fax number

Names and Addresses of the Proprietors/
Partners/Consortium Members

Type of the firm Private limited/Public
limited/Government sector /other

Whether registered under companies act or any
other act

Registration Number & Date




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                                                            Tender #   182




     17.      Annexure – 2: Collaboration / Consortium / JV details



Particulars                                     Responses

Details of collaboration or consortium
arrangement envisaged, if any, with a copy
of agreement on non judicial stamp paper of
appropriate value

Name & address of Collaborators, Licensers
or Consortium or consortium Member

Period of collaboration envisaged

Details of involvement and responsibility of
Collaborator or each consortium member




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                                                                  Tender #   182




     18.      Annexure – 3: Organizational Capabilities


Particulars                              Responses

Total   number       of    permanent
employees in the firm

The bidder has more than 50              Your response in Yes or No
permanent employees on the payroll
of the firm for atleast 1 year in past
36 months.

Field organization and resources to be
deployed for the proposed job

Qualification  and    experience of
personnel at different levels to be
deployed for the proposed job

Details of the consultants if employed
for the proposed job




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                                                                         Tender #     182




         19.       Annexure – 4: Financial Details


S. No          Particulars                                 Response

1              Turnover FY 07 - 08 in INR

2              Turnover FY 06 -07 in INR

3              Turnover FY 05 -06 in INR

4              Total Turnover 05 to 08 in INR



    Enclose audited BS of the aforementioned FYs

    Kindly refer to turnover (as mentioned in Section III Part II Pre Qualification
    Requirements) point no V Turnover requirements




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                                                                 Tender #        182




     20.      Annexure – 5: Experience Summary


Particulars                                     Experience

Give detailed write-up on experience / order    Write name of the clients here
executed, software development, computer
hardware management, billing work, etc; with
supporting papers

Mention size and type of the consumer
network, details and type of networking
handled

Enclose copies of order so executed/orders in
hand




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                                                   Tender #    182




    21.    Annexure – 6: Proposed system details


S. No     Particulars      Brand name /      Product number /
                           product name      specification number

   1.     Desk top

   2.     Server

   3.     KVM switch

   4.     Printer: Data
          center

   5.     Printer:
          Consumer
          service center

   6.     UPS 5 KVA
          online

   7.     UPS 500 VA
          online

   8.     Router

   9.     Firewall

   10.    Switch (CSC)
          LAN

   11.    Switch (CC)
          LAN

   12.    Switch L2

   13.    Switch L3

   14.    Vehicle

   15.    GPS
          navigation and
          vehicle
          tracking
          system

   16.    IP PBX



                           Page 213 of 256
                                                      Tender #    182




S. No    Particulars       Brand name /         Product number /
                           product name         specification number

   17.   Application
         system for
         consumer /
         customer care
         system

   18.   RDBMS

   19.   Chair

   20.        Table

   21.   Internet          Please provide the
         connectivity      name of the
         call center       service provider

   22.   Internet          Please provide the
         connectivity      name of the
         customer          service provider
         service center

   23.   CCTV

   24.   IP phones

   25.   Fire alarm
         system

   26.   Smoke
         detecting
         system

   27.   Fire
         extinguishers

   28.   AC

   29.   Server racks

   30.   Wall clock

   31.   Access control
         system for call
         center

   32.   Voice gateway




                           Page 214 of 256
                                                                 Tender #    182




S. No         Particulars         Brand name /           Product number /
                                  product name           specification number

   33.        E 1 link from                           (name of the service
              the service                             provider)
              provide


        Provide details of complete system to be implemented along with all
         components
        Details of connectivity
        Provide network schematic diagram showing all locations and components




                                  Page 215 of 256
                                                       Tender #   182




   22.   Annexure – 7: Details of guaranteed and other reports



S. No      Name of the report        Frequency of generation




                          Page 216 of 256
                                                          Tender #   182




     23.      Annexure – 8: Detailed methodology for integration with
        billing, consumer indexing, DT metering (on AMR) and other
        systems


Methodology to be used for integration with the systems




                                 Page 217 of 256
                                                                 Tender #   182




     24.    Annexure – 9: Approach & methodology for executing this
        project


Provide detailed approach and methodology for executing this project.

Kindly explain the approach in details




                                   Page 218 of 256
                                                                      Tender #      182




 25. Annexure 10: EMD Bank Guarantee format


(Bank Guarantee in lieu of 80% of earnest money on non-judicial stamp
paper worth Rs. 100/-)

Ref:                                  Bank Guarantee No. ……………………
                                      Dated: ………………………………………….


The Superintending Engineer (TW),
Ajmer Vidyut Vitran Nigam Limited,
Hathibhata
Ajmer


1) Whereas……………….[name of the bidder] (hereinafter called ―the Bidder‖) has
     submitted its bid dated……[date of submission of bid] for the construction
     of……….[name of contract] (hereinafter called ―the Bid‖).
2)     KNOW ALL PEOPLE by these presents that WE……..[name of bank] of……..[name
     of country], having our registered office at…………..[address of bank] (hereinafter
     called ―the bank‖), are bound unto……….[name of purchaser] (hereinafter called
     ―the purchaser‖) in the sum of Rs.*……………………for which payment well and truly
     to be made to the said Purchaser, the Bank binds itself, its successors, and
     assigns by these presents. Sealed with the common seal of the said Bank
     this………….day of………….200………………
3) THE CONDITIONS of this obligation are:
            a. If the Bidder withdraws its Bid during the period of bid validity
               specified by the Bidder in the Bid Form; or
            b. If the bidder refuses to accept the correction of error in his bid; or
            c. If the bidder, having been notified of the acceptance of its Bid by the
               Purchaser during the period of Bid validity;
                  I. fails or refuses to execute the Contract agreement, if required; or
                 II. fails or refuses to furnish the performance security, in accordance
                     with the General Conditions of Contract;
4) We undertake and authorize our branch situated at Ajmer (Rajasthan) address:
     …………………………. to pay to the Purchaser up to the above amount upon receipt of



                                     Page 219 of 256
                                                                        Tender #        182




     its first written demand, without the Purchaser having to substantiate its
     demand, provided that in its demand the Purchaser will note that the amount
     claimed by it is due to it owing to the occurrence of one or all of the three
     conditions, specifying the occurred condition or conditions.
5) The decision of the Superintending Engineer (TW), Ajmer Vidyut Vitran Nigam
     Limited, shall be final whether breach has been committed on the right to
     demand the amount of guarantee from us, which has accrued to the purchaser.
6) This guarantee shall not cease or determine, if the purchaser grants time or
     indulgence or vary the terms of the contract with the contractor or without our
     consent or knowledge.
7) The guarantee herein contained shall not be affected by any change in the
     constitution of the contractor.
8) We, ………………………… further undertake not to evoke this guarantee during its
     currency except with the previous consent of the Superintending Engineer (TW),
     Ajmer Vidyut Vitran Nigam Limited,
9) All disputes arising under the said guarantee between the Bank and the Nigam or
     between the Contractor and the Nigam pertaining to the guarantee shall be
     subject to the jurisdiction of Courts in Ajmer, Rajasthan alone.
10) This guarantee will remain in force up to and including one hundred Eighty (180)
     days after the date of opening of bids, i.e. upto ……………………………….., with a
     further grace period of Ninty (90) days and any demand in respect therof should
     reach the Bank not later than the above date.
                                                                    Yours faithfully,
                                                            Bankers (EXECUTANT)
Witness:-
1.
2.
………………………………………………………………………………………………………………………………
        The Bidder should insert the amount of the guarantee in words and figures
         denominated in the currency of bid. This figure should be same as shown in
         clause No. ………………………………………of the ―instructions to bidder




                                       Page 220 of 256
                                                                Tender #         182




26. Annexure 11: Vendor Warranty


       (Warrantee to be furnished on non-judicial stamp paper worth Rs. 100/-)
 To,
 The Superintending Engineer (TW),
 Ajmer Vidyut Vitran Nigam Limited,
 Hathibhata
 Ajmer


 Dear Sir,


 THIS DEED OF GUARANTEE is made this day ___________of_____________of
 the year_____
 Between the Superintending Engineer (TW), Ajmer Vidyut Vitran Nigam Limited
 (which expression shall unless excluded by or repugnant to the context includes
 his      successors    and      assignees)     of    the      one       part        and
 _________________________________________hereinafter                called          ―The
 Contractor‖ (which expression shall unless excluded by or repugnant to the
 context includes its successors and assignees) of the other part.
 WHEREAS        MESSERS       __________________________________(hereinafter
 called the contractor) agreed to supply the material for erection of -------- on
 turnkey basis from _______________ (Name of line) to the Superintending
 Engineer (TW), Ajmer Vidyut Vitran Nigam Limited, against Work Order
 No._____________________dated_______          (hereinafter   referred   to     as    the
 contract).
 AND WHEREAS as per the terms of the contract it was provided that the
 contractor should furnish a Warrantee for supplying any material free of cost that
 may be required due to defects arising from faulty materials, design and
 workmanship, so as to make it meet the guarantees and requirements of the
 contract.
 AND WHEREAS at the request of the Superintending Engineer (TW), Ajmer Vidyut
       Vitran Nigam Limited the contractor M/s_________________ has agreed to
       execute these presents. NOW THIS INDENTURE WITNESS AND IT IS HEREBY
       AGREED AND DECLARED by the and between the parties hereto as follows:


                                 Page 221 of 256
                                                                 Tender #          182




1. The Contractor hereby guarantees to the Superintending Engineer (TW),
   Ajmer Vidyut Vitran Nigam Limited, the fulfilment by the contractor of the
   various obligations imposed on him under the aforesaid contract including the
   obligations of the contractor to supply materials of the good quality, design
   and   workmanship     and    the   Contractor     further   guarantees     to    the
   Superintending Engineer (TW), Ajmer Vidyut Vitran Nigam Limited that they
   (M/s ________________) shall substitute and supply any material free of
   cost that may be required due to defects arising from faulty material design
   and workmanship and the Contractor undertakes to indemnify and keep the
   Superintending    Engineer    (TW),   Ajmer     Vidyut   Vitran   Nigam     Limited
   indemnified to the extent of full value of contract ( Rs. ______)         (in words
   Rupees ___________________________) against any loss or damage that
   may be caused to or suffered by the Ajmer Vidyut Vitran Nigam Limited by
   reason of any failure by the contractor to supply materials of good quality,
   design and workmanship as aforesaid.


   The decision of The Chief Engineer (CTMl), Ajmer Vidyut Vitran Nigam
   Limited. as to whether the contractor (M/s ______________) have failed or
   neglected to perform or discharge their duties and obligations as aforesaid
   shall be final and binding on the Contractor.
2. The Warrantee herein contained shall remain in full force and effect during
   the period that would be taken in the performance of the said contract and it
   shall continue to be valid till all the obligations to the Ajmer Vidyut Vitran
   Nigam Ltd. under or by force of the contract have been fully and properly
   discharged by the said contractor, subject however, to the conditions that the
   Ajmer Vidyut Vitran Nigam Ltd. will have no right under this Warrantee after
   12 months from the date of taking over / transfer of the items provided
   further that if any claim arises by virtue of this Warrantee before the
   aforesaid date, the same shall be enforceable against the Contractor
   notwithstanding the fact that the same is enforced after the aforesaid date.
3. The Warrantee herein contained shall not be affected by any change in the
   constitution of the Contractor.




                                Page 222 of 256
                                                                    Tender #        182




   4. The Contractor further undertakes not to revoke, this Warrantee during its
       currency except with the previous consent of the SE (TW) Ajmer Vidyut Vitran
       Nigam Ltd in writing.
   5. All disputes arising under the said Warrantee, between the Contractor and the
       Ajmer Vidyut Vitran Nigam Ltd. shall be subject to the jurisdiction of Courts,
       only at Ajmer in Rajasthan alone.
       IN WITNESS WHEREOF THE CONTRACTOR HAS executed these presents the
       day and year written above.
                                                                       Yours faithfully,


                                                                         (EXECUTANT)
       Signed by the above named Contractor in presence of:-
       (Signature with full Name and Address)
       Witness:-


       1.


       2.
(Attested by Notary Public or First Class Magistrate or directly confirmed by the
executing Contractor)




                                   Page 223 of 256
                                                                                   Tender #       182




 27. Annexure 12: Security bank Guarantee Format

                                 SECURITY BANK GUARANTEE
           (On non-judicial stamp paper worth Rs.100/- of Govt. of Rajasthan)
      The Superintending Engineer (TW),
      Ajmer Vidyut Vitran Nigam Limited,
      Hathibhata
      Ajmer


In consideration of the Superintending Engineer (TW), Ajmer Vidyut Vitran Nigam
Limited (hereinafter called the Owner or his assigns) having agreed that in respect of
order No.______ dated ______ (hereinafter referred to as contract) placed with M/s.
______________________                     having          their      registered        office       at
_________________________ (hereinafter called                       the contractor), the contractor
need     not   to    furnish    security    deposit   in    cash    and/or   bank     draft,   We   the
_____________________                having its head office at _____________________
(hereinafter        called     the   Bank)      undertake          (and   authorise     our      Branch
___________________ situated at Ajmer (Rajasthan)) to pay the owner on demand
the sum or sums of money payable as security deposit by the contractor in respect of
Order No. ___________ dated _________ placed by the Nigam with the contractor,
subject to the following terms & conditions.
(1)    Payment pursuant in this undertaking will be demanded by the owner from the
Bank and will be met by the Bank without question in the case in which the
Contractor, on receipt of the order and/or after the acceptance of this tender has
been communicated to him by the owner, make default in entering into an
agreement or having entered into such Agreement or otherwise the contractor
makes default in carrying out the contract thereof. As to whether the occasion or
ground is arisen for such demand the decision of the Superintending Engineer (TW),
Ajmer Vidyut Vitran Nigam Limited or any other officer exercising the powers of
Superintending Engineer (TW), Ajmer Vidyut Vitran Nigam Limited shall be final.
(2)    The liability of the Bank shall not at any time exceed to Rs. _________ (Rupees
__________________________________)




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                                                                    Tender #      182




(3)   The undertaking will be determined on ___________ but will, notwithstanding
such determination, continue to be in force till the expiry of 3 months from the date
of completion of items against the aforesaid order.
(4)   No variation in the terms of tender, acceptance or agreement as between the
contractor and the owner made without the owner's consent shall discharge this
undertaking.
(5)    No indulgence or grant of time by the owner to the contractor without the
acknowledgement of the Bank will discharge the liabilities of the Bank under this
guarantee.
(6)    The guarantee herein contained shall not be affected by any change in the
constitution of the contractor.


(7)   Notwithstanding anything contained herein before, the Bank's liability under this
guarantee        is      restricted        to      Rs.     __________          (Rupees
___________________________) and the guarantee shall remain in force upto
_______________ unless demand or claim in writing is presented on the Bank
within 3 months from that date, the Bank shall be released and discharged from all
liabilities there under. However the validity of the bank guarantee shall be extended
as and when required by the Nigam.
(8)   All disputes arising under the said guarantee between the Bank and the NIGAM
or between the contractor and the Nigam pertaining to the guarantee shall be
subject to the jurisdiction of Courts only at Ajmer in Rajasthan.
(9)   The Bank further undertakes not to revoke this guarantee during its currency
except with the previous consent of the Superintending Engineer (TW), Ajmer Vidyut
Vitran Nigam Limited
IN WITNESS WHEREOF the Bank has executed these presents the day __________
and year _________________.
                                                                       Yours faithfully,
                                                                Bankers (EXECUTANT)
Witness:
1.
2.




                                      Page 225 of 256
                                                                       Tender #        182




28. Annexure 13: Performance Bank Guarantee Format


                       PERFORMANCE BANK GUARANTEE
       (On non-judicial stamp paper worth Rs.100/- of Govt. of Rajasthan)


 The Superintending Engineer (TW),
 Ajmer Vidyut Vitran Nigam Limited,
 Hathibhata
 Ajmer


 Dear Sir,


 THIS DEED OF GUARANTEE is made this day ___________of_____________of
 the year_____
 Between the Superintending Engineer (TW), Ajmer Vidyut Vitran Nigam Limited
 (which expression will unless excluded by or repugnant to the context includes
 his      successors    and     assignees)     of     the      one     part     and      the
 _________________________________________, having his head office at
 ……………………hereinafter          ……………..hereinafter       called     ―The    Bank‖       (which
 expression will unless excluded by or repugnant to the context includes its
 successors and assignees) of the other part.
 WHEREAS        MESSERS        __________________________________(hereinafter
 called   the   contractor)   agreed   to   supply   the    material   rural   sub    station
 management project to the Superintending Engineer (TW), Ajmer Vidyut Vitran
 Nigam Limited, against Work Order No._____________________dated_______
 (hereinafter referred to as the contract).
 AND WHEREAS as per the terms of the contract it was provided that the
 contractor should furnish a Bank Guarantee……………….%..................of the total
 contract value for supplying any material free of cost that may be required due to
 defects arising from faulty materials, design and workmanship, so as to make it
 meet the guarantees and requirements of the contract.




                                  Page 226 of 256
                                                                    Tender #    182




AND WHEREAS at the request of the contractor the bank has agreed to execute
these present.


NOW THIS INDENTURE WITNESS AND IT IS HEREBY AGREED AND DECLARED by
the and between the parties hereto as follows:


1. The Bank hereby guarantees to the Superintending Engineer (TW), Ajmer
Vidyut Vitran Nigam Limited, the fulfillment by the contractor of the various
obligations imposed on him under the aforesaid contract including the obligations
of the contractor to supply materials of the good quality, design and
workmanship and the Bank further guarantees to the Superintending Engineer
(TW), Ajmer Vidyut Vitran Nigam Limited that the Contractor will substitute and
supply any material and execute/ complete free of cost, any additional work that
may be required due to defects arising from faulty material design and
workmanship and the Bank undertakes to indemnify and keep the Superintending
Engineer (TW), Ajmer Vidyut Vitran Nigam Limited indemnified to the extent of
full     value    of    contract    (   Rs.   ______)         (in    words     Rupees
___________________________) against any loss or damage that may be
caused to or suffered by the Superintending Engineer (TW), Ajmer Vidyut Vitran
Nigam Limited by reason of any failure by the contractor to timely supply
material and executing/ completing erection of work of good quality, design and
workmanship as aforesaid and further undertake to pay to the Superintending
Engineer (TW), Ajmer Vidyut Vitran Nigam Limited On demand a sum not
exceeding Rs…………(Rupees……………………….) in the event of the contractor failing
or neglecting to perform and discharge the aforesaid duties and obligation on
their part to be observed and performed under the said contract.


The decision of The Superintending Engineer (TW), Ajmer Vidyut Vitran Nigam
Ltd. as to whether the contractor (M/s ______________) have failed or
neglected to perform or discharge their duties and obligations as aforesaid and as
to the amount payable to the Superintending Engineer (TW), Ajmer Vidyut Vitran
Nigam Limited By bank herein will be final and binding on the Bank.
1. The guarantee herein contained will remain in full force and effect during the
       period that would be taken in the performance of the said contract and it will



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   continue to be valid till all the obligations to the Ajmer Vidyut Vitran Nigam
   Ltd. under or by force of the contract have been fully and properly discharged
   by the said contractor, subject however, to the conditions that the Ajmer
   Vidyut Vitran Nigam Ltd. will have no right under this Warrantee after 12
   months from the date of taking over / transfer of the system provided further
   that if any claim arises by virtue of this Warrantee before the aforesaid date,
   the same will be enforceable against the Bank notwithstanding the fact that
   the same is enforced after the aforesaid date.
2. The guarantee herein contained will not be affected by any change in the
   constitution of the Contractor or Bank.
3. the Superintending Engineer (TW), Ajmer Vidyut Vitran Nigam Limited Shall
   have the fullest liberty without affecting the guarantee to postpone for any
   time and from time to time any of the powers exercisable by the Nigam
   against the contractor and either to enforce or forebear from enforcing any of
   the terms and conditions of the said contract and the Bank shall not be
   released from its liability under this guarantee and exercise of the Ajmer
   Vidyut Vitran Nigam Ltd. Of the liberty with reference to the matter aforesaid
   or by any reasons time being given to the contractor or any other
   forbearance, act or omission on the part of the Ajmer Vidyut Vitran Nigam
   Ltd. To the contractor or by any other matter or thing whatsoever which
   under the law relating to the sureities shall but for this provision have the
   effect of so releasing the bank from such liability.
4. The decision of the Superintending Engineer (TW), Ajmer Vidyut Vitran Nigam
   Limited Or any other officer exercising the powers of the Superintending
   Engineer (TW), Ajmer Vidyut Vitran Nigam Limited Shall be the final.
5. The Bank further undertakes not to revoke, this guarantee during its currency
   except with the previous consent of the Superintending Engineer (TW), Ajmer
   Vidyut Vitran Nigam Limited in writing.
6. All disputes arising under the said guarantee, between the Bank and the
   Superintending Engineer (TW), Ajmer Vidyut Vitran Nigam Limited Or
   between the contractor and Nigam will be subject to the jurisdiction of Courts,
   only at Ajmer in Rajasthan alone.
7. Notwithstanding anything contained herein before, the Bank‘s liability under
   this guarantee is restricted to Rs. ……………. (Rupees)……………………. And the



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       guarantee shall remain in force upto…………………………………….. unless demand
       or claim in writing is presented on the Bank within six months from that date,
       the bank shall be released and discharged from all liabilities thereunder.
       However the validity of the bank guarantee shall be extended as and when
       required by the Nigam.
   8. IN WITNESS WHEREOF THE Bank HAS executed these presents the day and
       year written above.
   9. We     authorize   our    Branch   situated   at   Ajmer   (Rajasthan)   address
       …………………………… to pay to AVVNL on demand, the amount of performance
       bank guarantee.




                                                                       Yours faithfully,


                                                                 Bankers (EXECUTANT)
       Signed by the above named Bank in presence of:-
       (Signature with full Name and Address)
       Witness:-
       1.
       2.
(Attested by Notary Public or First Class Magistrate or directly confirmed by the
executing Bank)




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 29. Annexure 14: Draft Agreement


                                      AGREEMENT


      (On non-judicial stamp paper of Govt. of Rajasthan having stamp duty as
                                       applicable)


This indenture made at ________ on ______ this _____ day of the Month of
________________ of the year ____________ between the Chairman & Managing
Director, Ajmer Vidyut Vitran Nigam Limited (hereinafter referred to as the Owner)
which expression unless the context does not permit includes successors and
assigns) of the one part and
(I) To be used in case of Limited Companies
Messers____________________________________                a   private/   Public    Limited
Company         incorporated          _____________________               under        the
____________________________ companies act and having its Registered office at
_____________________ (hereinafter referred to as Contractor which expression
unless the context does not permit includes their successors and permitted assigns).


(2) To be used in case of Partnership concerns
Messers ________________________________ a Partnership Firm consisting of the
following Partners namely:
      (Name)                 (Age)              (Residence)
(Occupation)
1.
2.
3.
4.
(hereinafter referred to as Contractor which expression unless the context does not
permit    includes   their    respective   heirs,    executors,   administrators,     legal
representatives, permitted assigns) of the second part, witness the as follows:-




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                                                                   Tender #     182




(1) The contractor, does by these presents agree to supply and execute/complete
the erection work of _______________ (Name of work) to the Owner and the Owner
does agree to purchase and execute/complete the erection work from the Contractor,
the material/equipment and erection work as specified in the work order No.
___________ dated __________ and amendment letter No. __________ dated
__________ appended and on the terms & conditions constrained in the said order
and amendment letter. The General terms and conditions of the contract appended
hereto are considered a part of this agreement.
(2)    The Contractor has deposited Rs. _____________________              (In words
Rs._______________________)


           *(a) In cash, or
           *(b) By furnishing a Demand Draft No._______ dated ________ drawn in
                favour of __________ or
           *(c) By furnishing a Bank Guarantee amounting to Rs.____________
                 towards security and performance obligation of the contract agreement
                 by the Contractor.
                (* delete which is not applicable)




(3) The contractor is also bound to fulfill all the conditions mentioned in the above
work order.


(4) The work to be executed under this agreement shall be as per terms and
conditions mentioned in the above work order.


(5)    In case of dispute as to whether any materials supplied are or are not in
accordance with specifications set forth in the schedule, the decision of the
Superintending Engineer (TW), AVVNL Ajmer shall be final and binding on both the
parties.


(6)   The delivery shall be effected and completed as per clause No. ________ of the
work order from the date of this Work Order and amendment letter No. ________
dt. ________.        The first instalment of supplies will begin as per clause No.



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                                                                       Tender #      182




_________ of the work order and amendment letter No. __________ dt. _______ to
the work order.


(7)    Payment of the work executed under this agreement shall as under :
      As per clause No. ____________ of the Work Order and amendment letter No.
      ___________ dt ______ to the work order.


(8)    If the Contractor fails wholly or in part to fulfill this agreement, the Owner shall
be entitled at his discretion to retain the whole or any part of the deposit made by
the Contractor under clause (2) and if the loss suffered by the Owner exceeds the
amount of said deposit, he will be entitled to recover the said loss from the
Contractor.


(9) If any sum remains due or becomes recoverable from the Contractor on account
of the non-fulfillment of this agreement or on account of any other reason, the
Contractor shall pay the same immediately on demand, the Owner shall be entitled
to recover the same from the Contractor as arrears of Land Revenue.


(10) In witness of the due execution of this agreement the parties have hereunder
set their hands the day and the year first above written.


Signed and delivered by


In case of Limited/Partnership Shri_____________             (1) Signature
______________
Companies & Firms Designation                                (2) Signature
______________


For and on behalf of _______________________                 (1) Signature
_____________
In presence of witnesses                                     (2) Signature
_____________


Signed and delivered by



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                                                                Tender #     182




In case of individuals Shri________________            (1) Signature


Signed and delivered by
In case of Individuals Shri____________________        (1) Signature
In the presence of witness:
(1) Shri_____________ Designation ___________          (1) Signature
_____________
(2) Shri _____________ Designation ___________         (2) Signature
_____________


Signed and delivered by the ___________________ AVVNL
by order and on behalf of the CMD of the Nigam. Ajmer Vidyut Vitran Nigam Ltd.




 (Seal to be affixed)




                                 Page 233 of 256
                                                                     Tender #   182




30. Annexure 15: Bank Guarantee Check List


             CHECK – LIST                                                 Yes    No

 1.       Is the verbatim of bank guarantee comparabale word
          by word with standard Performa for BG


 2. (a)   Has the executing Officer of BG indicated his name
          designation & power of attorney no. / Signing power
          number etc. on BG


 (b)      Is each page of BG duly signed/ initialled by the
          executants and last page is signed with full particulars
          as required in the standard performa of BG and under
          the seal of bank.


 (c)      Does the last page of BG carry the signature of two
          witnesses alongside the signature of the executing
          Bank Manager


 3. (a)   Is the BG on non-judicial stamp paper of appropriate
          value


 (b)      Is the date of sale of non-judicial stamp paper shown
          on the BG and the stamp paper is issued not more than
          six months prior to the date of execution of BG


 4. (a)   Are the factual details such as Bid specification No.,
          LOA NO. contract price etc, correct


 (b)      Whether overwriting / cutting, if any on the BG,
          authenticated under the signature & seal of executants


 5.       Is the amount and validity of BG is inline with contract




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                                                                       Tender #   182




               CHECK – LIST                                                 Yes    No
            provisions


   6.       Whether the BG has been issued by Nationalized bank/
            Non nationalized bank acceptable to buyer / Scheduled
            Bank in India(the applicability of the bank should be in
            line with the provisions of bidding documents

Date:
Signature
Place:

                                                                  Name
                                                                  Designation
                                                                  Company Seal




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                                                                 Tender #   182




      31.     Schedule – 1: Schedule of deviations



Technical Deviations


S. No   AVVNL‘S specification clause   Deviation sought by the bidder

  1

  2

  3

  4
  5
  6
  7
  8


Commercial Deviations


S. No   AVVNL‘S specification clause   Deviation sought by the bidder

  1

  2

  3

  4
  5
  6
  7
  8




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                                                                     Tender #        182




        32.   Schedule – 2: Confirmation of “No deviation” in
           commercial terms and conditions of this tender

                       Commercial Terms & Conditions
Bidder's Name & Address:              To

                                                  Ajmer Vidyut Vitran Nigam Limited
                                                                   City Power House
                                                                          Hathibhata
                                                                              Ajmer

Dear Sirs,

Sub:         Confirmation for ―No Deviation‖ in Commercial terms & conditions of
             tender No. AVVNL/SE/TW/ TN 182

             We hereby confirm that there is no deviation in commercial terms &
             conditions stipulated in the bidding documents and we agree to adhere
             the same strictly.



                                                 (Signature)……...........................
Date     :
Place    :                                       (Name)...........................
                                                 (Designation)..............................
                                                 (Common Seal).......................




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                                                                       Tender #        182




        33.    Schedule – 3: Confirmation of “No deviation” in technical
           terms and conditions of this tender

                            Technical Terms & Conditions
Bidder's Name & Address:                    To

                                                    Ajmer Vidyut Vitran Nigam Limited
                                                                     City Power House
                                                                            Hathibhata
                                                                                Ajmer

Dear Sirs,

Sub:         Confirmation for ―No Deviation‖ in Technical terms & conditions of tender
             No. AVVNL/SE/TW/ TN 182

             We hereby confirm that there is no deviation in technical terms &
             conditions stipulated in the bidding documents and we agree to adhere
             the same strictly.

             We also confirm that tendered material shall be procured from vendors
             approved by AVVNL and shall be conforming to various requirements of
             relevant Specification /orders and as per design and drawing approved by
             the Nigam.

                                                   (Signature)……...........................
Date     :
Place    :                                         (Name)...........................
                                                   (Designation)..............................
                                                   (Common Seal)...................




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                                                                   Tender #        182




        34.   Schedule – 4: Supporting documents to substantiate
           meeting of QR



Bidder's Name & Address:                  To

                                                Ajmer Vidyut Vitran Nigam Limited
                                                                 City Power House
                                                                        Hathibhata
                                                                            Ajmer

Dear Sirs,

We hereby declare that we are qualified for bidding in reference to ―Qualification
Requirements‖ of the bidding documents and submit the following certificate(s)
/documents in support of the above :-

1.
2.
3.

Note: Furnishing of certificate of a registered Chartered Accountant certifying
fulfillment of specified qualification requirements is essential.


                                               (Signature)……...........................
Date     :
Place    :                                     (Name)...........................
                                               (Designation)..............................
                                               (Common Seal).......................




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                                                                         Tender #        182




        35.       Schedule – 5: Experience Summary

Bidder's Name & Address:                        To

                                                      Ajmer Vidyut Vitran Nigam Limited
                                                                       City Power House
                                                                              Hathibhata
                                                                                  Ajmer

Dear Sirs,

We have completed /executed the orders as per details given hereunder:-
S. No. Details of      Order No. & Date Name & details Date of
        ordered work                       of ordering utility commencement
1       2              3                   4                   5


Date of           Contract value of         Whether order executed as         Remarks
completion        ordered/executed work     per     stipulated    work
                                            completion schedule or not
6                 7                         8                                 9

Note: Certificate(s) of competent authority of the utility for satisfactory execution of
stated works are to be furnished along-with this schedule.


                                                     (Signature)……...........................
Date     :
Place    :                                           (Name)...........................
                                                     (Designation)..............................
                                                     (Common Seal).......................




        36.       Schedule – 6: Schedule of Completion


S. No        Particular of activity       Time schedule desired            Time schedule
                                                                           Quoted

1            Furnishing detailed          With in 15 days from the
             Functional Design            date of awarding contract
             Specifications (FDS) /
             inception report of the
             system




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                                                                        Tender #   182




2.         Approval/ comments on         With in 15 days from the
           FDS / inception report by     date of submission
           AVVNL

3          Commencement of call          With in 45 days from the
           center operation – module     date of awarding contract or
           1 after acceptance of SAT     within 30 days from the
           by AVVNL.                     approval of FDS whichever
                                         is earlier.

4          Commencement of FMS           With in 75 days from the
           operation– module 2           date of awarding contract or
                                         within 60 days from the
                                         approval of FDS whichever
                                         is earlier.

5          Commencement of               With in 75 days from the
           consumer service center       date of awarding contract or
           operation – module 3          within 60 days from the
                                         approval of FDS whichever
                                         is earlier.




      37.       Schedule 7: Check list



S. No       PQR                                                                          Yes / No

     1.     Is the cover letter attached with the bid proposal

     2.     Is annexure 1 completed and enclosed with the bid proposal

     3.     Is annexure 2 completed and enclosed with the bid proposal

     4.     Is annexure 3 completed and enclosed with the bid proposal

     5.     Is annexure 4 completed and enclosed with the bid proposal

     6.     Is annexure 5 completed and enclosed with the bid proposal

     7.     Is annexure 6 completed and enclosed with the bid proposal

     8.     Is annexure 7 completed and enclosed with the bid proposal

     9.     Is annexure 8 completed and enclosed with the bid proposal

     10.    Is annexure 9 completed and enclosed with the bid proposal



                                       Page 241 of 256
                                                                  Tender #      182




S. No    PQR                                                                               Yes / No

   11.   Is annexure 10 completed and enclosed with the bid proposal
         Is annexure 11 completed and enclosed with the bid proposal
   12.
         Is annexure 12 completed and enclosed with the bid proposal
   13.
         Is annexure 13 completed and enclosed with the bid proposal
   14.
         Is annexure 14 completed and enclosed with the bid proposal
   15.
         Is annexure 15 completed and enclosed with the bid proposal
   16.

   17.   Is schedule 1 completed and enclosed with the bid proposal

   18.   Is schedule 2 completed and enclosed with the bid proposal

   19.   Is schedule 3 completed and enclosed with the bid proposal

   20.   Is schedule 4 completed and enclosed with the bid proposal

   21.   Is schedule 5 completed and enclosed with the bid proposal

   22.   Is schedule 6 completed and enclosed with the bid proposal

   23.   Is schedule 7 completed and enclosed with the bid proposal

   24.   Is manufacturer authorization letter filled and attached with the bid proposal

   25.   Does your proposal provides methodology of maintaining the details in
         consumer / customer management system on outage as mentioned in module
         2 of detailed scope of work

   26.   Does the bid proposal contains the part B that is the financial proposal in a
         sealed envelope

   27.   Is financial offer enclosed in Envelope 3 that is duly sealed and super-scribed
         as provided in tender document

   28.   Has the bidder submitted EMD of Rs 18 lakh in cash or DD in favor of A.O (EA
         & Cash), AVVNL for Ajmer city

   29.   Has the bidder submitted EMD of Rs 16 lakh in cash or DD in favor of A.O (EA
         & Cash), AVVNL for Udaipur city

   30.   Has the bidder furnished original bank solvency / credit worthiness certificate
         from any scheduled bank for execution of a project worth Rs. 8 Crores.
         In case of consortium, does the lead member meet 50% requirement of bank




                                  Page 242 of 256
                                                                  Tender #    182




S. No    PQR                                                                              Yes / No
         solvency / credit worthiness




   31.   Is EMD enclosed in Envelope 1 that is duly sealed and supersribed as provided
         in tender document

   32.   Has the bidder provided details on the field offices that would be established
         to undertake the proposed work

   33.   Has the bidder provided project organization structure

   34.   Has the bidder provided names of the key resources that would be deployed
         along with their proposed position

   35.   Has the bidder provided CVs of the proposed key resources

   36.   Has the bidder provided project plan (in form of a Gantt Chart)

   37.   Has the bidder provided schematic flow of information

   38.   Has the bidder provided a photocopy of the tender specification document
         along with the bid proposal

   39.   IS techno commercial proposal enclosed in Envelope No 2 that is duly sealed
         and super-scribed as provided in tender document

   40.   Are all the pages of the proposal signed by an authorized representative of
         the bidder‘s firm (in case of consortium, then from the leading member‘s firm)

   41.   Does the bid contains the name, address and place of business of the person
         or persons making the bid and is the bid signed and sealed by the bidder
         under his usual signature.

   42.   Is satisfactory evidence of authority of the person signing on behalf of the
         Bidder furnished with the bid

   43.   Is the bidder's name stated on the proposal same as that of the legal name of
         the firm

   44.   Do any / all erasures or other changes in the bid documents bear the initials
         of the person signing the bid

   45.   Are all entries and amendments also signed

   46.   Are all pages of the attached tender specification document signed on all the
         pages, as a token of acceptance of the terms and conditions, except those




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                                                                 Tender #     182




S. No    PQR                                                                              Yes / No
         mentioned in the deviation list

   47.   Has the bidder arranged all insurance as may be pertinent to the works and
         obligatory in terms of law to protect its interest and interest of the AVVNL
         against all perils detailed herein

   48.   Has the bidder obtained accident liability insurance for its employees for
         payment of compensation on account of injury, fatal or otherwise due to
         accident during course of operation carried out by him for the purpose of
         complying with his contractual obligations thereof and has a copy of the same
         submitted to AVVNL

   49.   Is the insurance obtained by the agency as per clause No 8 is in the joint
         names of the AVVNL and the agency so that the AVVNL and the agency are
         covered for the entire period of contract from the commencement of the
         contract and shall remain valid up to 30 days from the date of handing over
         all the works completed in all respects AVVNL.

   50.   Has the bidder stated in his tender the places of manufacture testing and
         inspection of various equipments offered by the bidder

   51.   Has the bidder furnished original / photo state copies of the latest type test
         certificate from any recognized Government Laboratory for all the type tests
         wherever prescribed in the relevant latest addition of ISS (as applicable)
         along with the bid proposal

   52.   Has the bidder furnished an undertaking along with the bid proposal that the
         bidder will depute trained and experienced personnel for this project if the
         project is awarded to the bidder

   53.   Is proposal (Techno commercial and financial) hard bound in the manner as
         mentioned in the tender document

   54.   If the proposal is submitted by a consortium / JV then does the lead member
         meets all the qualification criteria mentioned for the lead member

   55.   If the proposal is submitted by a consortium then does the total number of
         companies in the consortium greater than three

   56.   In case of a consortium, is the original consortium agreement on non –
         judicial stamp paper of appropriate stamp value submitted along with the
         proposal and is the consortium signed by sub divisional magistrate

   57.   Does the consortium / JV agreement mention the names of all the
         participating members

   58.   Does the consortium / JV agreement mention the name of the lead member




                                  Page 244 of 256
                                                                  Tender #     182




S. No    PQR                                                                               Yes / No

   59.   Does the JV / consortium agreement mentions the power of attorney in favor
         of the lead member duly signed by legally authorized signatories of all the
         participating members and is the same submitted separately

   60.   Is the lead member authorized to incur liabilities and receive instructions for
         and on behalf of any and all partners of the Joint Venture / Consortium and to
         do the entire execution of the contract including payment exclusively by the
         lead member

   61.   Is any member of the JV / Consortium participating in the same tender with
         another bidder

   62.   Does the bidder (the lead member in case of consortium) posses a valid
         ISO 9001:2000 for BPO / Utility services / IT/ Software / Automation System
         Integration / Telecom Integration / Facility management and is the same
         enclosed with the bid proposal

   63.   Has the bidder (lead member in case of consortium) executed / under
         execution/ handled, one or more contract for consumer services/ customer
         care center services    for at least 150,000 (One Lakh Fifty thousand)
         consumers per month for one year during last 3 years i.e., from 1 April 05 for
         power / telecom sector.
          Or
         Has the bidder (the lead member in case of consortium) executed / under
         execution / handled at-least one or more contract of Rs. 150.00 Lacs of
         Facility Management Services for utility services like Telecom / Banking / IT /
         Insurance sectors

   64.   Has the bidder submitted an undertaking regarding deployment of certified
         wiremen / linemen / electrician with the bid proposal

   65.   Is the annual turn over of the firm less than Rs. 16 Crores in any one year of
         last   three financial    years    i.e.  April  -   05   to March      -  08?
         Is the total turn over for last three years less than Rs. 25 Crores?
         In case of consortium, does the lead member meet 50% requirement of
         annual turnover.
         Is the certified balance sheet for the same attached with the bid proposal

   66.   Is the bidder (lead member in case of a consortium) established in the
         business since last 5 years and is the registration certificate submitted with
         the bid proposal

   67.   Are all three envelopes put in the fourth (larger) envelop and sealed and
         super -scribed as provided in the tender document




                                 Page 245 of 256
                                                                   Tender #      182




    38.      Financial Offer: Guiding Note

                      Ajmer VIDYUT VITRAN NIGAM LIMITED
                      TENDER SPECIFICATION NO. TN 182
                             SECTION-IV-PART-B


NOTE: BIDDER IS REQUIRED TO READ CAREFULLY THE FOLLOWING BEFORE
QUOTING THE PRICES

    I. The format enclosed herewith is to be used to quote the price. No other
       format shall be used.
   II. The price bid in the other formats may be rejected.
 III. No cover letter is required to be enclosed with the price bid.
  IV. The total quoted price should be inclusive of all taxes and duties as per the
       prevailing taxes and duties. In case of any variation in taxes and duties or
       introduction of new taxes and duties/ statuary variations, the same will be in
       AVVNL account.
   V. Each page of financial bid is to be signed.
  VI. In the event the enclosures, as requested, in the financial bid are not
       submitted by the bidder then the bid will be considered as non responsive.
 VII. It is clarified that there is no relevancy of no. of complaints / calls in coming
       and out going calls / number of consumer attended by the vendor in a month
       with the price. The quoted monthly charges are meant of attending all
       complaints / calls and there confirmation irrespective of there number.
       However on the basis of daily calls traffic AVVNL may ask to deploy additional
       agent and vehicle or reduction of agents and vehicles on the unit rate basis.
VIII. All SMS services are not included in the monthly charges and AVVNL will pay
       the SMS charges on unit rate as per as sought in this financial offer.




                                  Page 246 of 256
                                                                 Tender #      182




    39.        Financial Offer
                                            AJMER VIDYUT VITRAN NIGAM LIMITED
                                            TENDER SPECIFICATION NO. TN 182
                                                   SECTION-IV-PART-B

      The Superintending Engineer [TW]
      Ajmer Vidyut Vitran Nigam Limited
      City Power House, Hathibhata
      Ajmer

      SUB: To establish and operate Customer Management System on BOOT basis for a period of 3 years in the cities of
      Ajmer and Udaipur comprising three independent but integrated modules viz. (1) Call center, (2) Fault Rectification
      system along with appropriate infrastructure for rectification of fault related to ―No - Current Complaint‖ and (3)
      Consumers Service Centers

      Dear Sir,

      We have procured tender specification No 182. We are submitting our financial proposals as under.

      The detailed quoted price in accordance with the specification are as under

      Summary of total prices for three years inclusive of taxes and duties


S.NO       Module     Number     Ist Year    Total Amount       II nd Year      Total Amount      IIIrd     Total Amount
                                 Charges                        Charges                           Year
                                             1st year
                                                                                                  Charges
(A)        (B)        (C)        (D)         (E) = (C) x (D)    (F)             (G) = (C) x (F)   (H)       (I) = (C) x (H)
1          I          2 call
                      centers
2          II         2 cities




                                                        Page 247 of 256
                                                                   Tender #      182




  S.NO      Module     Number     Ist Year   Total Amount         II nd Year      Total Amount        IIIrd      Total Amount
                                  Charges     st                  Charges                             Year
                                             1 year
                                                                                                      Charges
  3         III        16
  Year      I to III
  wise
  total
  charges


  Total Contract value
  [charges for 3 Years
  Total Contract value

      We declare the following:

                  a. The rates for all modules are independent of traffic of consumers‘ calls and complaints. We will cater all
                     calls and complaints calls and complaints within the quoted prices.

                  b. The above rates are valid up-to sixty days from the opening of financial offer

                  c. We declare that our total quoted price for complete tender for 3 years on the terms and conditions of the
                     specification are as under. We understand that evaluation of lowest bids will be based upon the following
                     prices. These prices are inclusive of all applicable taxes and duties. Any statutory variation and imposition
                     of new tax by government shall be on AVVNL account.

Detailed prices for individual three years inclusive of taxes and duties enclosed herewith
                                                                          Signature __________________________
                                                                          Designation_________________________
Date:
Place:




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    Enclosures of Financial bid:

    Year wise Charges for call center module for 1 city in AVVNL

    MODULE 1: To establish and operate call center at AVVNL‘s premise for all types of consumer complaints along with appropriate
    infrastructure on BOOT basis for a period of 3 years


                                                           1st year                       2nd year                  3rd year
S. No     Period                   Total       Per month        Total charges    Per          Total        Per          Total
                                   Months      charges          In Rs            month        charges      month        charges
                                               In Rs            (Inclusive of    charges      In Rs        charges      In Rs
                                                                Taxes            In Rs        (Inclusive   In Rs        (Inclusive
                                                                                              of Taxes                  of Taxes
    A               B                 C              D1           E1= C x D1         D2       E2=C x D2        D3       E3=C x D3
1         November to                 4
          February
2         March to April               2
3         May to August                4
4         September to                 2
          October
5         Total charges for a         12
          year (Total 1 to 4)




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                                                                      Tender #   182




    MODULE 2 To establish and operate Fault Rectification System in one city in AVVNL for rectification of Consumers No-Current
    complaints


                                                           1st year                      2nd year                 3rd year
S. No     Period                 Total         Per month       Total charges     Per         Total        Per         Total
                                 Months        charges         In Rs             month       charges      month       charges
                                               In Rs           (Inclusive of     charges     In Rs        charges     In Rs
                                                               Taxes             In Rs       (Inclusive   In Rs       (Inclusive
                                                                                             of Taxes                 of Taxes
    A               B                 C             D1           E1= C x D1         D2       E2=C x D2       D3       E3=C x D3
1         November to                 4
          February
2         March to April              2
3         May to August               4
4         September to                2
          October
5         Total charges for a        12
          year (Total 1 to 4)




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                                                                     Tender #     182




    MODULE 3 To establish and operate customer service centers in AVVNL‘s premises on BOOT basis for a period of 3 years


                            1st year                         2nd year                                3rd year


S. No       Total centers   Per month     Total charges      Per month per          Total charges    Per         Total charges
                            per center                       center charges                          month
                                          In Rs                                     In Rs                        In Rs
                            charges                                                                  per
                                          (Inclusive of      In Rs                  (Inclusive of                (Inclusive of
                                                                                                     center
                            In Rs         Taxes                                     Taxes                        Taxes
                                                                                                     charges

                                                                                                     In Rs


A           B               C1            D1= B x C1 x 12    C2                     D2=B x C2 x 12   C3          D3=B x C3 x 12


1           1


    The above prices w.r.t each module is inclusive of taxes and duties. The details of applicable taxes included in the above
    modules are as under:


        S. No     Name of Tax                                                   Applicable Rate of tax
                                                          MODULE 1                      MODULE 2                MODULE 3
        1
        2
        3




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                                                                 Tender #       182




Additional charges (not part of evaluation): To be used if required by AVVNL


  S. No      Particulars                                                Charges
                                                                        in Rs
     1.     Per month charges for additional seat in call center per
            shift
     2.     Per month charges for additional vehicle (including 3
            persons and T&P) for 24 hours
     3.     System generated    per SMS charges made to
            consumers for payment reminder or for any other
            information
            The charges for system generated SMS will be quoted in
            following slabs
                1)   If total SMS is below 25000 per month
                2) If total SMS is above 25000 per below 50000
                   per month
                3) If total SMS is above 50000 per below 100000
                   per month
                4) If total SMS is above 100000 per month


                                            Name: _________________________

                                            [Authorized Signatory      with   seal   of
                                            Company / bidder]




                                Page 252 of 256
                                                           Tender #     182




40.     Reference Section

 This section is reference section that provides additional information to the
 bidders in order to assist them in providing their responses. This section is
 not a part of specification and is only for educational purpose. This
 section has following documents:

 (1)       Suggestive diagram of Call center
 (2)       Suggestive diagram of customer service center
 (3)       Suggestive architecture of call center

 It is clarified that in case of any ambiguity in the specification and in the
 reference section the version in the specification shall be full and final.




                           Page 253 of 256
                                                        Tender #   06




41.   Suggestive diagram of customer service centre




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                                                            Tender #   06




42.   Suggestive diagram of call centre




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                                                          Tender #   06




43.   Suggestive Architecture of call centre




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