Call Centre

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Tender

for

Identification of Service Provider for Setup, Operation & Maintenance of

Call Centre

for

Inspector General of Registration and Stamps Department Government of Telangana

April 2018

Prepared by

Telangana State Technology Services 4th floor, BRKR Bhavan, Tank bund Road

Hyderabad – 500 063.

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Identification of Service Provider for Setup, Operations & Maintenance of Call Centre for IGRS Dept

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Disclaimer

Proprietary & Confidential

No part of this document can be reproduced in any form or by any means, disclosed or distributed to any person without the prior consent of TSTS/User dept except to the extent required for submitting bid and no more. The guidelines referred are indicative; the Service PROVIDER is bound by other appropriate guidelines related to the subject.

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Contents Contents

1. INVITATION FOR OPEN COMPETITIVE BID (OCB) ... 4

2. ESTABLISHMENT OF IGRS HELPLINE CALL CENTRE ... 7

3. SCOPE OF WORK ... 8

4 SERVICE LEVEL AGREEMENTS ... 35

5 PRE-QUALIFICATION CRITERIA ... 38

6 INSTRUCTIONS TO BIDDERS ... 41

7 TECHNICAL EVALUATION CRITERIA ... 48

8 CONTRACT PERIOD ... 49

9 PROJECT DELIVERABLE AND TIMELINES ... 49

10 PAYMENT TERMS ... 50

11 PENALTY ... 51

12 GENERAL INSTRUCTIONS TO BIDDERS ... 53

SPECIAL CONDITIONS OF THE CONTRACT (SCC) ... 64

BID LETTER FORM ... 65

FORM OF CONTRACT AGREEMENT(DRAFT) ... 66

BID SECURITY (EMD) FORM ... 69

CHECK LIST ... 70

PRE QUALIFICATION (PQ) PROPOSAL SUBMISSION FORMS ... 71

TECHNICAL PROPOSAL SUBMISSION FORMS ... 77

COMMERCIAL PROPOSAL SUBMISSION FORMS ... 82

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1. Invitation for Open Competitive Bid (OCB)

Identification of Service Provider for Setup, Operations & Maintenance of Call Centre for Inspector General of Registration and Stamps (IGRS) Dept 1.1. RFP Notice

TSTS on behalf of IGRS Dept, Government of Telangana seeks proposals from experienced Companies, Agencies to participate in tender for selection of Service Provider for Setup, Operations &

Maintenance of 32 Call Centre”.

1.2. Critical Information

Time schedule of various Tender related events:

For full details regarding RFP Notification please visit www.tsts.telangana.gov.in and https://

tender.telangana.gov.in

Managing Director

Telangana State Technology Services Limited Boorgula Rama Krishna Rao Bhavan,

C-Block, 4th floor, Tank Bund Road, Hyderabad-500 063, India Phones :(040) 23224289; (040) 23223865; Fax: (040) 23227458 Issue of Tender call Notice 28.04.2018

Pre-bid Queries

Through mail on or before 01.05.2018 @03:00 PM Queries received beyond the above date shall not be considered.

Bid Closing date and time 07.05.2018, 03.00 PM PQ Bid Opening Date & Time 07.05.2018, 03:30 PM

Technical Bid Opening Will be informed to PQ qualified Service Provider Commercial bid opening date and time Will be informed to technically qualified Service

Provider

Bid Document Price Rs. 10,000/-

Email rpushpa-tsts@telangana.gov.in,

sridarachary-tsts@telangana.gov.in, Tender Reference No. TSTS/CS/IGRS-CALLCENTER/2017

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1.2.2. Other Important Information related to Bid

This section provides important deadlines and associated activities, such as Bid Security information, Implementation cum Performance Guarantee, Warranty Period.

SNo Item Description

1. Bid Security (EMD)

Bid Security (EMD) : Rs. 2,00,000/- (Rupees Two Lakh Only)

Note: Scanned copy of EMD document should be uploaded on e- Procurement website. The Original Copy of EMD should be submitted to TSTS before opening of the PQ bids.

EMD shall be submitted in the name of “The Managing Director, Telangana State Technology Services (TSTS)” in the form of DD/Banker Cheque/BG from Nationalized bank/Schedule Bank having a Branch at Hyderabad.

2. Bid Validity Period 90 days from the date of opening of bid.

3. Bid Security Validity Period Validity period for DD / Bank Guarantee: 3 Months

4. Project Period 3 years including solution development & maintenance of Application

5. Performance Bank

Guarantee (PBG) Value 10% of the Project Value

6. Performance Bank

Guarantee validity period

60 days beyond date of submission and delivery and final acceptance of completion of work.

7. Period for submission of

PBG Within 10 days of receipt of letter of Notification of Award (NoA).

8. Period for signing contract Within 15 days from date of receipt of letter of Notification of Award.

9. Penalty for delay in

implementation Please refer penalty & SLA clause.

10.

Address for

correspondence in respect of Technical clarifications

rpushpa-tsts@telangana.gov.in, sridarachary-tsts@telangana.gov.in, 11. Conditional bids Not acceptable and liable for rejection

12. Transaction Fee Transaction fee: All the participating bidders who submit the bids have to pay an amount @ 0.03% of their final bid value online with a cap of Rs.10,000/- for quoted value of purchase up to Rs.50 cr. and Rs.25,000/- if the purchase value is above Rs.50 cr.

& service tax applicable @ 15% as levied by Govt. of India on transaction fee through online in favor of MD, TSTS. The amount payable to TSTS is non refundable.

Corpus Fund: Successful bidder has to pay an amount of 0.04% on quoted value through demand draft in favor of ‘The Managing Director, TSTS Hyderabad’ towards corpus fund at the time of concluding agreement.

13. Transaction Fee Payable to The Managing Director, Telangana State Technology Services., Hyderabad

14. Bid submission On Line. Bidders are requested to submit the bids after issue of minutes of the pre bid meeting duly considering the changes made if any, during the pre bid meeting. Bidders are totally

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--- responsible for incorporating/ complying the changes/

amendments issued if any during pre bid meeting in their bid.

15. Procedure for Bid Submission

Bids shall be submitted online on https://tender.telangana.gov.in platform

1. The participating bidders in the tender should register themselves free of cost on e-procurement platform in the website www.eprocurement.gov.in.

2. Bidders can log-in to e-procurement platform in Secure mode only by signing with the Digital certificates.

3. The bidders who are desirous of participating in e-procurement shall submit their technical bids, price bids as per the standard formats.

4. The bidders should scan and upload the respective documents in Pre Qualification and Technical bid documentation as detailed in RFP including EMD. The bidders shall sign on all the statements, documents certificates uploaded by them, owning responsibility for their correctness/ authenticity.

5. The rates should be quoted in online only.

6. All the quoted price is in Indian Rupees only.

16. Other conditions 1. After uploading the documents, the original Demand Drafts in respect of Bid Security (except the Price bid/ offer/ break-up of taxes) are to be submitted by the bidder to the O/o The Managing Director, TSTS BRKR Bhavan, Hyderabad as and when required.

Failure to furnish will be entitled in rejection of the bid. The TSTS shall not hold any risk on account of postal delay. Similarly, if any of the certificates, documents, etc., furnished by the Bidder are found to be false/ fabricated/ bogus, the bidder will be disqualified, blacklisted, action will be initiated as deemed fit and the Bid Security will be forfeited.

2. TSTS will not hold any risk and responsibility regulating non-visibility of the scanned and uploaded documents.

3. The Documents that are uploaded online on e-procurement will only be considered for Bid Evaluation. However, the bidding authority, at any point of tendering process, may request the bidders to submit the Physical documents as uploaded in e-procurement portal for clarifications.

4. Important Notice to Contractors, Suppliers and Department users (i)In the endeavor to bring total automation of processes in e- Procurement, the Govt. has issued orders vide G.O.Ms.No.13 dated 05.07.2006 permitting integration of electronic Payment Gateway of ICICI/ HDFC/ Axis Banks with e-Procurement platform, which provides a facility to participating suppliers/ contractors to electronically pay the transaction fee online using their credit cards.

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2. Establishment of IGRS Call Centre

A. IGRS Department desired to establish a dedicated call center for the Department to receive and answer the calls from the public on various issues relating to Department, across the state through a single uniform number.

B. The call center not only to register the complaints but also to guide the public with regard to verification and obtaining of Encumbrance (EC), Certified Copy (CC), Knowing Market Value and Stamp duty and other charges payable on various instruments office addresses, generation of eSTAMPS, Clarifications relating to Marriage, Societies, Firms Registrations and Chit Funds etc., C. Call Center should function from 10:00am to 06:00pm

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3. Scope of Work

3.1. Objectives

• To create a fully equipped & integrated Call Centre for IGRS Dept, Govt of Telangana o Leverage the state of the art technology available

o Capacity building

o Awareness campaign amongst the community to enable them to avail the service.

• To setup ‘5’ seater call centre which can be scalable to 10 members in future. Out of 5 operators, one must know Urdu and other 4 must know English and Telugu.

• IGRS dept will receive the calls between 10AM and 6 PM and will answer the calls from registry public on various issues related to department.

• The call center not only to register the complaints but also to guide the public with regard to verification and obtaining of Encumbrance (EC), Certified Copy (CC), Knowing Market Value and Stamp duty and other charges payable on various instruments office addresses, generation of eSTAMPS, Clarifications relating to Marriage, Societies, Firms Registrations and Chit Funds etc.,

• The call center should function like nodal agency to record the calls received from the citizens with regard to doubts, complaints, suggestions or assistance on various matter relating to the Dept.,

• There should be electronic log book to note down the citizen’s name, address, mobile number ctc., along with specific request / demand and the same shall be instantaneously answered if the request is one falling under simple clarification or assistance.

• There should be a facility to record all the calls and store for a period of time

• A dashboard should be provided to IGRS to indicate the performance of the call center executives.

• There should be a facility for the IGRS to listen to any call being handled by the call center executives.

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• If the complaints / request / clarifications require answer from the concerned authority, then immediately an email and SMS will be sent to the concerned authority ie., DR/ DIG/C&IG with a direction to resolve the same with in a day.

• After attending to the complaint / request, the citizen will be contacted by designated officer to check whether citizen really got the solution or still got any grievance.

• In case the grievance is not answered or redressed, then the issue will be escalated to tp to C&IG as per the escalation matrix.

This call centre should offer services in the following four categories about citizens related programmes or schemes:

a) Information services b) Enquiry Services c) Request Services

d) Grievances & Resolution

The best IT and communication technology should be leveraged to put in place for a quick, effective and comprehensive response to all reported issues in nature.

In this project, the selected Service Provider is required to setup and operate a modern state of the art Call centre for the IGRS dept , Telangana.

3.2. SERVICES Proposed Type of

Service

Description Call Centre

functionality

• IGRS dept dedicated call centre receives the calls from the registry public in various issues related to department .

• Through call centre department will guide the public with regards to verify and obtain of ECs,CCs, Knowing market value of properties and stamp duty and other charges payable on various instruments, office address , generation of eSTAMPS, clarifications related to marriage, societies, firms registration and chit fund etc.

• Public can get direct communication with department and can get authoritative information /opinions related to department with out depending on the middlemen/brokers etc.

• Call Centre maintains the records like calls received from citizens with regard to doubts , complaints, suggestions on various matters related to department.

• If complaints/request/clarifications requires answer from the concerned authority then email or SMS will go to concerned authority to resolve the same within day. If the citizen have grievance on their queries then it will be escalated to C&IG as per given escalation matrix.

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--- Toll free

Number

Shall be provided Call Centre

Timings

Citizens can make calls between 10 AM and 6 PM

3.3. Features of Solution:

The identified Service Provider should setup full functional call centre duly providing all the required IT hardware items, manpower, network connectivity. The Department shall provide the required physical space and electricity for the call centre.

Call centre EPABX solution features:

The Gateway should have the facility of accepting PRI connection, more than 32 extensions as per the below mentioned features.

ACD (Auto call Distribution)

The ACD Key Features includes ANI/ DNIS based routing, managing multiple Queues, Welcome greeting message, Hold-on Music(User Defined), Office hours configuration, Compliant with standard PBX, Media Gateways & Phones, Different user defined reports, Web access facilitating remote agent login, Skill-based Call Routing, Wait time notification and integration with calendar &

Voice logger. Also have the ACD Queues facilities.

IVR (Level-3 Voice Messaging)

Level-3 IVR should have Self-help service with Text to Speech and Automatic Speech Recognition, IVR Node Flow Designer with Scripting Capabilities, Multi-language Support, Email/SMS/Fax Integration, Customizable IVR prompts and Agent Greetings facility,

Call Centre Communicator

The CCC should be GUI based. It includes VoIP Soft Phone, Instant Messaging Client, Operator Panel, Conference Administration, pop-up agent workbench screen, Unified Customer Interface for call handling, Call disposition, Conferencing, N-way Call Transfer and Missed Call Alerts

Real Time Agent Monitoring

The Solution should be provided with facility of Barging, Listening and monitoring the calls.

Voice Logger

There should be provision of Pre-integrated Active Voice Logging, 100% Blind Recording, Multi-format Voice Recording, Automatic Compression and Archiving and Web-based Remote Access to Voice Logs.

Facility for quick and easy retrieval of Voice file according to the calls made.

Reporting Application

It should have the provision of Generation of business-oriented comprehensive reports at Agent, Campaign, System and Resource levels, Real-time and Historical Data Analysis and Automatic Maintenance and Backup Management

Supervisor Application

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There must be the facility of Supervision architecture on telephony, agent, dialer and lead performance, Independent supervisor interfaces for Inbound & Outbound campaigns and Complete MIS management for device, voice log, services and systems

Voice Recording & Storage

There should be the facility of taking backup of System, Agent, Queue, and Instant automatically with time interval. Graphical interface to maintain the storage location. The implementing agency will maintain the voice recording library. Incoming call recording facility to be implemented for further evaluation of complaints

Head Phones for Call Responders

The solution provider needs to facilitate the Head Phones with advance features for the call responders. It should have the facility of Own Dial Pad, Volume Control, Flash Button, Tone/pulse dialing switch, Last Number Redial Button, Mute Button, Over-The-Head Noise-Canceling Headset, Clear Sound quality, Extension Jack

Call Centre Statistics

The Proposed Solution can able to give Queues/Agents statistics and real time status, Inbound/Outbound Graphs, CSV and PDF Data Export and Windows, Mac, and Linux Desktop Applications support.

Other features:

• A voice based digital call centre which will act as “Single Point of Contact” for all those who approach it. The Call Centre solution should be a single location solution which will handle In- bound as well as Out-bound services.

• The proposed Call centre application should also have a ready available solution for entry of grievances & complaints in an online & offline mode for the application.

• IVRS system should be designed for bilingual support. Based on the inputs as part of the IVRS interface, calls are grouped and routed using ACD. Calls will be distributed to all the available executives uniformly. Call may be distributed in various ways like network directed routing, executive Idleness based routing or executive based routing. When any agent receives the calls, existing customer related data would be available on the computer screen. This will make use of the inputs taken as part of IVRS system. Thus IVRS system would be essential part of the call centre strategy.

• Should support the recording of the call received on the Toll-Free number XXX and the voice portion of the call should be transferred to the concerned officer in each department along with brief description of the complaint /issue received.

• Should be capable of escalation of the issues.

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• Should auto generate a GUN- Grievance Unique Number for each issue/complaint recorded and the same should be sent to Citizen through SMS.

• Should allow integration with other Department applications.

• Should facilitate creation & support of FAQ & Responses to FAQ

• Should be capable of maintenance of complete call history record of all calls received in Helpline since start of operations.

• Allow operators to capture and display caller information, problem description, problem categorization, severity classification, prioritization and complete status tracking with opening

& closing date and times.

• Shall also have the provision of call escalation to Level-II by workflow with respect to the Services defined by Government of Telangana.

• Shall also have facility of using email, SMS to escalate the calls received.

• Provision for initiating automatic reminder generation for a escalated call & sending the same through email/SMS for pending calls.

• Generation of various MIS reports using various set of filters such as – Period, District, Mandal, Type of caller, Service Category, Escalation indicator etc., as required by the User Department.

• The Call centre will operate in number of shifts of 8 hours as desired by the client daily and will remain open on all days during the period of contract. Each shift will have number of call agents as desired by the client and agreed by the vendor.

• Technology solution like setting up of Voice solution, Data solution, deployment of the solution on Department hardware shall be responsibility of Identified Service Provider.

• The Project is for a total period of 3 yrs which can be extended based on performance & mutual Terms & Conditions. The Bidder should also ensure that the technology /Application proposed will have the provision to scale up to another 10 users whenever the department requires so.

• Best specifications shall be proposed by the vendor for commissioning, operating and maintaining the call centre

• No products supplied under the RFP should be at the end of life or out of support.

• No IT equipment model should have been introduced in the market not later than 2 years back as on date of the bid.

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3.3.1 Application Software & Related Databases:

The application should be developed & customized to suite the User Department’s requirement.

i. The Bidder need to deliver/ deploy /customize the required call centre application which will capture the data from the caller & other actions (dispatch the case to relevant Officer), action taken by Officer, verification, Feedback) required till the closure of the case as mentioned in the SOP.

ii. The application should have the option to assign priority level for the cases & input the case details from their end.

iii. The Department Officers/Users should also have their respective fields to enter the case details & action taken from their end too.

iv. The case closure application should populate all the information from the entire case journey

& should also have fields to capture caller feedback & comments. It should also have a feature to escalate the cases pertaining to unhappy caller or actions not taken to the Department escalation desk.

v. The application should also have the flexibility to make amendments on an ongoing basis due to the dynamic nature of the department’s work.

3.3.2. Call Record Management (CRM) Application Software The CRM application would have two modules –

1) Executive Module 2) MIS Reporting Module CRM-Executive Module

The CRM-Executive Module should maintain complete call history record of all calls received in Helpline since the first day of its coming into being. The application should allow executives to capture and display caller information, problem descriptions, problem categorization, severity classification, prioritization, and complete status tracking with open and closed dates and times.

Main features of the CRM-Executive Module application shall be as follows:

✓ It should support multiple host connectivity- local as well as remote

✓ It should have a single interface for consistent customer interactions through multiple touch points. It shall have a consolidated view of the caller to ensure that each executive has complete knowledge of every interaction regardless of the channel of communication.

✓ Each call record should be uniquely identifiable by an automatically generated query number. The

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--- unique query number will be intimated to the caller so that the same number is quoted by the caller during his/her subsequent call to know the status of any pending query/grievance

✓ The caller details, e.g., name, address, contact details (telephone no., fax no., mobile no., email-id), age, sex etc, will be recorded.

✓ Brief description of query/complaint of the caller should be recorded and details would be sent to citizen through SMS/E-mail.

✓ Category of each query should be recorded

✓ Brief description of answer/solution given by Executive should be recorded

✓ Call Centre shall have the provision for call escalation to next level by Workflow with respect to the scheme/service defined by the User Department. The escalation would also reach the concerned officer by e-mail and SMS. There should also be provision for initiating automatic generation and sending of reminder Email for an escalated call for which reply is still awaited.

✓ Status of call should be recorded.

✓ The workflow for the next level should be provided as part of the CRM-Application Software

✓ Response from the next level Agency is recorded.

✓ Database of relevant next level agencies with their contact details (as provided by line department) to whom the caller can be referred for further details or to whom queries can be forwarded shall be maintained using the Back Office Database.

✓ Facility for searching the call record database on various attributes and combination of attributes would be provided.

✓ The application would also have the provision to build database of FAQs and their standard answers

✓ Database of all calls received since start of operations to be maintained

✓ Backup of the database would be maintained as per a well-defined backup policy.

CRM-MIS Reporting Module

A web enabled Management Information System (MIS) would be developed to provide a user friendly and easily accessible one single portal .When an aggrieved citizen approaches the call centre personal and case details will be fed into this system as per the prescribed format and a Unique ID Number would be generated through which the case would be followed by the authorities from district to state

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level.

The CRM application should have a report generation module providing various MIS and statistical reports based on the call records database as required by Government of Telangana from time to time.

The user should be given the choice to set various filters like period (from-date and to-date), district, mandal, type of caller, escalation indicator, escalated to and various other attributes and their combinations while generating an MIS report from the database. A list of MIS Reports envisaged for the Helpline is given below. However, this is not an exhaustive list, and more no. of MIS Reports may be developed in line with the requirement of the IGRS Dept Government of Telangana.

Also there should be logins created for respective Department HOD, and any discrepancies of higher priority get notified to them via SMS. They could also see the detailed statistics in accordance with their needs which would be customized.

Some ad-hoc MIS Reports may also need to be generated as and when required by Department. The ad-hoc reports may be required for various reasons including addressing a parliament question if any.

Examples of such ad-hoc queries are:

✓ No. of complaints received against a particular service

✓ No. calls received from a particular District/Mandal

✓ No. calls received for a specified service

The call centre shall be able to respond in Telugu, Hindi, and English and agents should be able to effectively service stakeholders and beneficiaries from different parts of the State.

Reports:

Every day the data of the last 24 hours would be extracted and analysed by Helpline Manager and a daily progress report (DPR) would be send directly to Commissioner and Inspector General-Registration

& Stamps Dept mentioning the challenges faced.

A monthly progress report (MPR) along with quarterly physical and financial reports (QPR) will be sent to Commissioner and Inspector General – Registration & Stamps Dept.

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--- DIAGRAMATIC REPRESENTATION OF REPORTING MECHANISMS

3.3.3. Call Centre Technology

The identified Service Provider should deploy the latest technology in the proposed Call Centre solution for the Department.

a) Interactive Voice Response (IVR) Menu System

o Receive all inbound calls on the telephone number specified and prompts the callers to make their selection(s)

o Identify customer through CLI and support intelligent call routing (data from operators/

Government departments will not be provided). Firm will have to build its own data base of beneficiaries/residents over a period of time through calls received.

o Provide an easy to configure system that enables the users to change the IVR tree with no hard coding

o Support messages scheduling

o The IVR solution must be capable of capturing usage details of each caller as the caller goes through with the call. The IVR solution should have an interface through which usage details can be shared with other solutions.

o The IVR must integrate with the rest of the proposed solution to provide seamless call centre performance

HOD

• ANNUAL REPORT

• BI-ANNUAL UC

• SoE ON QUARTERLY BASIS

DEPARTMENT OF IGRS • DPR

• MPR

• QUARTERLY PHYSICAL &

FINANCIAL REPORT

Citizen HELPLINE • UC ON BI-

ANNUAL BASIS

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b) Automatic Call Distribution (ACD)

ACD system shall have the following functionalities:

o Perform call distribution and routing to the agent on “longest idle time” basis

o Queuing or holding the call for an agent if none is immediately available Provide the capability of combining data with the Interactive Voice Response (IVR) menu system that can intelligently route calls .

o Provide highly configurable system for adding/removing users, assigning users to different queues and defining skill sets

o Keep callers informed as to the status of the call and provide information to callers while they wait in queue

o Skill Based Routing and other intelligent routing methods o Be designed such that it can handle high call volumes efficiently o Support multiple groups for all call types

o Support the relaying of the information messages (marketing messages) to voice o Have real time display features on digital phones

o Give unique identification of each Agent o Trace malicious calls

o Contain monitoring and reporting tools for supervisor position o Seamlessly integrate with the PBX.

o Have extensive reporting capabilities including but not limited to:

o Queue analysis reports such as total number of calls, total talk time, average call time, average speed of answer, abandoned call rate, average delay before abandon, average hold time Agent reports such as Login, Logout time, Idle time, average speed of answer, average handling time, number of Dropped Calls

c) Computer Telephone Integration (CTI)

o The CTI functionality shall support relevant screen pop-ups on the agents screen on the basis of CLI (Caller Line Identity), ANI (Automatic number identification), DNIS (Dialed number identification sequence)

o The CTI shall be suitably integrated with the CRM and other applications used by the Call Centre to send/receive data which needs to be populated on agent screen.

o The CTI shall enable a computer application to take control of the call flow inside the

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--- Switch/EPABX & also allow the computer application to decide the most suitable action / agent for an incoming call

o On transferring the call to another agent the screen too should be transferred to that Agent’s screen. Call events should be handled from the system such as hold, retrieve hold, conference, transfer etc.

o The CTI link shall pass events & information of agent status & changes in agent status as well as incoming calls to the computer applications

d) Dialer

o A predicative dialer for outbound calls would be required; it should also be able to support specific programs if being run for the target segment.

e) Call Logger/ Recording

o The voice logger system shall provide recording of all inbound as well as outbound calls.

100% recording of calls and approximately 20% of agent screen action recording (for critical inputs) is to be provided. The recording should contain detailed call information and the solution must provide advanced search capabilities

o The recordings shall contain detailed call information including the entire recorded call, as well as the date, time, call duration, agent ID, called / caller number and unique identifier etc.

o Calls shall be stored for 30 days and shall be securely archived for at least one year thereafter. The archival media(tapes) will be provided by the firm. Wherever, TRAI mandates (subscription based services) storage for one year, call centre would have to maintain the same.

f) Call Centre Application

Call centre application should have following features:

• Support Ticket with all related data logging and tracking and show all subsequent responses to a particular ticket number in thread view on same screen.

• Indexing and meta-tagging of all information like FAQ, schemes related data etc.

• Enable Managers / Supervisors to monitor the overall performance of the Call Centre agents.

• Call centre application must also interface with Other department /Stake holder department Application to retrieve information which would be required by the agent.

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• Integrate with the CTI and should be able to pull IVR usage details of the caller including all options selected by the caller and all details entered by caller from the time the caller reaches an agent.

• Agent should be able to log and track each ticket. Information on the escalated tickets should also be made available as and when required by the agent.

g) Information, Complaint processing and satisfactory complaint disposal:

All Complaints on receipt should be informed by email and SMS immediately to the concerned officials or any other authority specified by the Department. All complaints will be processed by authorized persons of the Department in a time bound manner. It will be firm’s responsibility to develop a proper monitoring mechanism in consultation with the Department to ensure that all the complaints are processed without undue delay.

Pending complaints should be regularly reviewed for immediate disposal by the competent authorities. If required, Bidder has to provide application login to all concerned disposal officers across Telangana. The concerned authorities should be regularly reminded regarding pendency of their complaints and a regular list of such authorities where complaints are pending should be made available by the system as a part of the escalation process. All these reports would be used for analyzing the nature of complaints, severity levels and various other analytics to be carried by the call centre to make this service more effective. For transparency & caller satisfaction, at different stages (ticket generation, complaint resolution) of compliant disposal, system should send an automated message at the caller number with details of ticket (number, expected time of resolution etc.) and its resolution.

h) Customer relationship management application (CRM)

Call Centre firm shall deploy its own Customer Relationship Management (CRM) software, customized as per IGRS Department requirement; to take care of all the services required to be undertaken by the agents. Some of its features are mentioned above.

The CTI/ CRM functionality shall support relevant screen pop-ups, on the agents desktop on the basis of CLI, DNIS (Dialed number identification sequence) etc. The agent application shall be GUI based. Agent shall capture details on the CRM for every call/application, (the list below is not exhaustive)

Inbound Call ✓ CRM will capture the caller’s complete information like name, address, district, mobile number, additional number if any.

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✓ CRM to have two options if only a query then the call would go to information cell, its CRM should have FAQ ready for the agent to respond to the concerned query. If a grievance then the agent will have to go ahead and lodge the grievance with one of the established portals of the Government. An SMS with grievance number will go to the customer.

✓ CRM to capture information about all officers. After lodging a grievance outbound agent will escalate the complaint to concerned officer.

Depending on the problem type, area and district that grievance belongs to, SMS will also go to concerned officer.

✓ CRM to maintain Escalation process. All the information to be fed in the CRM against the grievance.

✓ CRM will send the closing SMS to the caller who has lodged a grievance.

Outbound Calls ✓ Whom did they call ?

✓ Process specific information (as specified by the Department) CRM should have the facility that it should capture the numbers of all concerned officer staff in the system and map them with the type of complaints, district and area they are responsible for.

✓ CRM will also have the facility to update and add the officer or staff mobile number.

Application (Hard Copy) received by the Department

✓ Names and details about the caller

✓ Which region/ district did the application came from?

✓ Which scheme is the query for?

✓ What is the kind of the query? (Complaints/Grievance/other)

CRM shall also support report generation on any of the details captured and show the report in threading view.

3.4 Process Delivery

Interfacing requirements will be assessed based on the product and service requirements of the Commissioner, IGRS Dept. The Department expects the Service Provider to ensure an end to end process delivery by entering callers details in the Call Centre solution, generating a ticket number for each unique query which can be provided to the back end as a link to pursue the query and bring it to its conclusion. Concerned officer/Nodal officer can view the remarks on the call centre application for every ticket number generated (all subsequent responses will be shown in a thread to a particular

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ticket number). At different stages of the process (ticket generation and resolution), system will send a automated message at the caller number with details of ticket (number, expected time of resolution etc.)

In order to achieve this, the Service Provider is expected to create a back-end process for each and every activity to be offered through the call centre and link it to concerned person/sections involved in the backend processing. If there isn’t any back-end process or system not available with the department, the bidder has to develop the workflow for the same. The department expects that queries generated by the front end are send as and when the issue is raised by the citizen and at each stage the status is reported to the citizen. In this way the knowledge pool with the call centre will get updated and aggregated and used for servicing subsequent calls.

3.5 Operational Days/Shifts

The call centre will be operational for 6 days a week while the hours of operation will be as below:

It is bidder’s responsibility to ensure agent availability for the time period mentioned (100% availability of agent for 8 hours (10 AM to 6 PM) per day)

3.5. Manpower, Training Responsibility & Duration

The identified Service Provider should deploy the following experienced staff for operating the Call Centre per shift are :

1. Helpline Manager - 1 no 2. Senior Call Responder - 1 no 3. Junior Call Responder - 3 nos

IT support for the call center shall be the responsibility of the agency

Multipurpose Helper/Peon and Security guard shall be provided by the Department.

The responsibilities of the above listed manpower are as below:

Helpline Manager:

a. The Helpline Manager will be in charge for the overall smooth functioning of IGRS Call Centre.

b. Helpline Manager will ensure prompt and meaningful response towards every call received at the Helpline.

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--- c. Helpline Manager will be responsible to monitor and intervene (if required) in any ongoing calls.

d. Helpline Manager will supervise each case, take it to a logical conclusion and later follow up with the aggrieved citizen.

e. Helpline Manager will be responsible for making schedules for the team and managing the team in such a way that the Helpline is up and active between 10 AM and 6 PM six days a week.

SENIOR CALL RESPONDER:

a. Senior call responder will advise the caller referred by call responders.

b. She/he will support the Supervisor in weekly follow up with the aggrieved citizen asking about the quality of service provided.

c. Senior call responder will support the Supervisor in report writing process d. Senior call responder will manage the floor.

CALL RESPONDER:

a. Call responder will attend the calls; do primary referrals, does data entry and forward serious cases to Sr Call Responder.

b. Call responder will provide information about the Government Schemes and programmes related to IGRS.

c. Call responder will provide all the assistance to citizen applying for any such above mentioned scheme or programme and guide them through the process to be adopted for accessing the same.

d. Call responder will help the Senior Call responder in attending missed calls.

e. Call responder will be responsible for other work as assigned by the Helpline Manager 3.6. Standard Operating Procedures:

GENERAL INSTRUCTIONS

• The helpline staff shall at all times be extremely polite and give a patient hearing to the caller.

• The helpline staff should reassure the caller that help is on its way.

• The helpline staff shall not insist on the caller disclosing his/her identity, unless the caller so agrees and should assure the caller that the confidentiality of his/her identity and contact information shall be maintained.

• A confidential record including identity and contact details of the caller (if provided), along with aggrieved woman’s personal and case details and name of the officer to whom information was passed on with date and time will be fed in to a system as per the prescribed format and a Unique ID Number would be generated.

• As soon as the complaint is registered a call/text message (SMS) would be sent to the concerned

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officials.

CASE SPECIFIC STEPS

• As soon as a call is received on the Helpline, the call responder shall listen to the caller patiently by keeping in mind physical/mental condition of the caller and shall take all possible information about the grievance of the caller (i.e. type of problem/grievance, his/her present location, type of help/assistance he/she required etc.), including the details of the caller (whatever he/she discloses at that point of time without insisting too much on this aspect).

• The same shall be immediately passed to concerned authorities/agencies as per the requirement.

• The call responder will also assure the caller of quick action and shall encourage the caller to keep patience and not to loose his/her control/temper/composure.

• After passing the information to all concerned authorities, a brief note about the caller, mentioning the maximum details available i.e. name, age, sex, present location, type of grievances/complaint, as well as the same of the officer to whom the call has been forwarded/entrusted for further action shall be fed into the software.

3.7 IT Infrastructure deployment

The entire required application & IT hardware for operationalization of call centre as per Department’s requirements is to be arranged & managed by the successful bidder.

a) New purchase, facility management & maintenance of all type of computer hardware required to run the Helpline. The proposed site should have adequate power back up of two hours battery backup. IA shall submit the entire proposed blueprint (including floor plans, training room plan, seating, civil/electrical work needed etc.) to IGRS for making the arrangement.

b) Network architecture at proposed call centre should be devised and implemented considering government guidelines & customer convenience.

c) The Implementing Agency needs to provide PCs/Laptops, Internal LAN, Head Phones with advance features for the Call Responders.

d) Maintenance liability including repair and replacement will be that of Service Provider within the bid cost.

The tentative list of IT hardware items required to setup the Call centre are as below:

All the IT hardware items being procured should have 3 years onsite comprehensive warranty

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Items Brief Specifications Qty (nos)

EPABX System-cum Call centre solution

The Gateway should have the facility of accepting PRI connection, more than 32 extensions. Solution should have the features described in the Scope.

Specification defined in RFP.

1

Dialers/Intercom/Extension Instrument/Headphones/Earpho ne & Dialer (Analog Phone) Audio Port/Head set with dialer

As per the solution designed by bidder and should be of reputed brand.

7

Desktop Computers Minimum Core i3 Processor or higher, 4 GB RAM, minimum 500 GB HDD with other standard configuration, Head phones, Operating System:

Windows 8/Linux, Antivirus, MS Office

Detailed Specifications are enclosed as Annexure-I

6

Printers/Scanners Multi-Function Laser printer(Network)

1

Online UPS 5 KVA 2 Hours backup

1

The service provider should submit Manufacturer Authorisation Form (MAF) for the IT hardware being supplied for the project.

It is the responsibility of the identified Service Provider to maintain required spares of the IT hardware components.

3.8 Internet Connectivity

Internet connectivity is required to access e-mails and client applications is the responsibility of the IGRS Department.

3.9 Business Continuity / Disaster Recovery

Business continuity / Disaster recovery solutions to be provided and telecom infrastructure level to be kept high enough to ensure that the Uptime SLA is met. It is critical to ensure that the records are not lost. The Bidder should have proper Business continuity and Disaster Recovery Plan and processes in place.

3.10 Scalability-

The firm must provide application that is vertically and horizontally scalable beyond the initial requirement of 5 agents.

3.11 Information Security & Privacy

• The systems shall be designed in a way that guarantees that information is collected directly

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from the caller, and shall only be used for the specific purpose for which it was collected.

Privacy of citizen information guidelines shall be made available to Call Centre agents to ensure that callers are told how their personal data will be used, and that they be given the chance to access the information and to correct it, if necessary.

• System must maintain log including date, time, terminal number of each operation.

• Anti-virus system and personal firewall shall be installed on all systems.

• Access to all physical locations such as server rooms and agent floor shall be restricted to authorized personnel using suitable physical security measures

• There shall be a complete and comprehensive security from unauthorized access and misuse.

• The system shall support encryption of data during exchange both with internal and external systems. Data stored on call centre’s systems shall also be encrypted using enterprise grade encryption.

• All data and information collected and accessed by the call centre is owned by the Department and shall not be used for any other purpose than for delivering call centre services.

• The Commissioner, IGRS Dept reserves the right to appoint third parties to audit information security procedures, processes, systems put in place by the call centre at any time without giving prior notice.

• The call centre shall not carry and/ or transmit any written material, information, layouts, diagrams, storage media (hard disk/ tapes) or any other goods/ materials in physical or electronic form, which are proprietary to or owned by the department out of Call Centre premises without prior written permission from the Department.

• Call centre shall, upon termination of this agreement for any reason, or upon demand by Commissioner, IGRS Department, whichever is earliest, return any and all information provided to call centre by Commissioner, IGRS Department, including any copies or reproductions, both hardcopy and electronic.

• The resources allocated to provide call centre services to the Commissioner, IGRS (e.g. Agents, Telephone lines and other equipment shall only be utilized to deliver call centre services ), no sharing of resources with other services may be done which may interfere with the service delivery to the Commissioner, IGRS.

3.12 Security and Privacy

Support encryption of data during exchange internally and with external Systems

• System should support the following:

a. Forced password change b. Dual user authentication

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--- c. Display last login/logout d. Failed login attempts

e. Inactivity time out f. No concurrent login g. Block/delete/relocate users

• System must comply with IT Security configurable requirements

i. Password criteria restrictions ii. Password Length (Minimum and Maximum) iii. Password change interval

iv. Password change history (password cannot be repeated)

v. Login session timeout vi. Disallows concurrent login sessions vii. Account inactivity period before account lockout

viii. Allows password encryption during transmission 3.13 Operational Reporting Requirements

The call centre solution shall provide for extensive reporting capabilities. The user interface for reporting tools shall be online and GUI based. The system shall generate various statistical reports (hourly, daily, monthly), based on Call completion of call responder position/groups.

The call centre Service provider shall provide advanced analytics and dashboards in electronic format which is end-user specific, periodic (daily, weekly, monthly, quarterly) and multi-level (serves various levels of User department).

An indicative list of reports needed to be supported includes:

a. Reports to provide evidence of meeting all SLA requirements

b. Average time taken to answer the call for calls serviced through Agents

c. Maximum time in queue for each type of service & Longest Delay before answer d. Number of call abandoned for a defined time period & Abandoned Call Rate e. Number of calls answered for a defined time period & Average Talk Time f. Number of calls made for a defined time period

g. Average Delay Before Abandon h. Longest Delay Before Abandon

i. Total number of calls landed in the system, offered to the agents, answered by the agents within norms, abandoned by the caller, for a given user defined period.

i. Average and total number of calls in a queue j. Average and total number of unanswered calls

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k. Agent activity reports, both real-time and historical l. Average and total number of free agents

m. Average and total call duration for different agents n. Average and total queuing time

o. After Call Work (Wrap Up)

p. Root cause analysis of most frequent (e.g. Top 10) queries/complaints q. Analysis of trends in queries/complaints

r. Report will be provided on how many calls came in and how many were information queries and how many were grievances related.

s. Grievance number, grievance type, creation date and resolve date, average resolution time.

t. Grievances escalation report.

System shall support call-by-call reporting. The successful bidder and Commissioner, IGRS Dept will mutually agree on the format of the reports to be submitted by the successful bidder to Commissioner, IGRS Dept. If Commissioner, IGRS Dept requests the successful bidder to provide customized reports, the successful bidder will provide customized reports at no cost to Commissioner, IGRS Dept. The reporting tool shall be capable of exporting report details into various formats such as MS Excel, MS Word etc.

3.14 Audit Trail

• There should be a comprehensive audit trail detailing every user activity including system/security administrators with before and after image.

• Audit trails presented by the system should be very detailed with all the related fields, such as User ID, time log, changes made before and after, Machines ID etc.

• Facility to generate security report(s) and audit the whole process from logs reports at any future date.

• System should have a special interface for users of Commissioner, IGRS Dept, and any third party auditors appointed by the Commissioner, IGRS Dept where access to all data would be allowed without any modification or change permission.

• The system should have complete audit trail of any changes to the system e.g. alert generated, system configuration etc.

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• The system should not allow audit log to be deleted and any attempts to delete must be logged.

• The system should have the following standard reports:

a) List of users, user privileges and status b) User sign-off and sign-on

c) User violation – unsuccessful logon attempts

d) User additions, amendments and deletions with before & after image 3.15 Warranty for Solution

The warranty on the total project is required for 3 years and the identified Service Provider should undertake additional customization, updations at no additional cost to the Department.

3.16 Project Implementation

The entire Project shall be implemented & operationalise within 60 Days from the date of award of the work order to the successful Bidder.

3.17 Awareness Generation and Outreach Activities

IGRS will undertake outreach and awareness generation activities to inform and encourage citizen to utilize its service in case of need. For citizen to contact IGRS, they first need to know about the service and understand what it can do for them. Hence, outreach and awareness-generation activities are therefore key components of IGRS.

Different awareness-generation strategies including mass publicity campaign through distribution of leaflets, pamphlets, brochures, posters and dissemination of information through public transport system i.e. buses, auto-rickshaw, taxis, media channels (newspapers, radio and television), public conferences, special events, interface with youth through school and college based outreach and more could be utilised for the purpose.

3.18 Role of User Department –Commissioner, IGRS Dept The Department will be responsible for the following:

a. Designate a person to be the nodal point of contact for the vendor

b. Authorize the selected bidder to establish and manage the Centralized 32 Centre.

c. Issue of Letter of Intent (LoI) to the selected Bidder & signing of Contract Agreement.

d. Enter into agreement with the selected bidder.

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e. Make availability of required office space, electricity & electrical fittings, power supply, Toll Free Number and its cost involved (Fixed & Recurring) for smooth running of the project.

f. Make necessary arrangement for hosting of the software application at State Data centre along with necessary servers for application and EPABX System,

g. Facilitate networking equipment, internet bandwidth, etc. for smooth running of the application software.

h. Identification of functional representatives, users for discussions on project related issues i. Participation in status review meeting (on need basis)

j. Providing all necessary information regarding the project process, MIS infrastructure, operational procedures, categories of operational dimensions and any other information required for understanding the operations.

k. Provision of Helpline number (PRI based)

l. Assist in liaisoning with other departmental agencies for gathering relevant information m. Providing sign-offs for the deliverables.

n. Release payment to the selected Bidder as per the terms and conditions of the agreement.

o. Provide necessary support & necessary information about department during Solution development/customization period.

p. Inspect & certify the hardware & software equipments bought & installed for operations is as per the quality specifications mentioned in RFP.

q. Department will designate a person to be the nodal point as point of contact for the bidder for further movement of work in future.

r. Facilitate the process of getting toll free number “XXX” to the Service Provider.

s. Provide necessary permission to the selected Bidder for implementation of the 32 Call Centre project.

t. Department will not be responsible for any accidents or loss of life caused by the bidder’s negligence. The bidder will also have to pay for all indemnities arising from such incidents and will not hold Department responsible or obligated.

3.19 Roles & Responsibility of Bidder

Bidder should develop/customize & maintain the software specifically required for 32 Call Centre and it should also have the provision for up gradation/ additions as per requirements of the User Department in future. The software so developed will essentially be licensed in the name of IGRS- Gov of Telangana. The bidder shall also be responsible for the following activities:

i. Hardware & Software

a. Supply a final BOM (as per the latest Market Specifications) required for the 32 Call Centre to get functional.

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--- b. Bidder should provide the BoM for establishment of customized Complete Solution for 32

Call Centre with detailed specifications of Hardware & Software in the bid document.

ii. Training

a. The selected bidder will be solely responsible for the training of the Call Centre staff & ensuring their skills for a quality service.

b. The Bidder should also ensure the relevant training is given to all the Department personnel involved in the operations of XXX in batches.

iii. Backup services

a. Bidder should maintain the Call detail Database containing the information about the personal details of the citizens, complaint details, place of calling, date and time of call received, answer given, etc. on a web enabled database which can be accessed from anywhere on the web by authorized users. Relevant redundancy measures need to be taken by the bidder to ensure no data loss due to any unforeseen events. All these information is extremely sensitive & the Bidder are strictly advised to follow all norms of information confidentiality.

b. The Commissioner, IGRS Dept will be the overall in charge of the project 32 Call Centre. It will be the duty of successful bidder to secure permissions required for providing the services with access to the databases etc.

c. Bidder should provide technological, leadership, administrative and managerial support in open and transparent manner to produce mutually agreed outcomes.

iv. Other Services

a. Observance of strong & healthy management practices, employing appropriate advanced technology and safe methods.

b. The 32 number will be accessible from any Mobile/Land line phone of any Service Provider across the state of Telangana.

c. The Bidder shall undertake routine maintenance of Equipment, Accommodation to ensure uninterrupted operation of the Project Facilities.

d. The bidder will provide software for recording and monitoring call on 8 hours/day basis.

e. Bidder must implement precautions to ensure that files and programs can be re-created in the event of loss by any cause, including a plan to safeguard data files.

f. Bidder should be responsible for settling day-to-day issues related to breakdowns, disconnections etc. with the telephone companies.

g. Bidder should appoint a person to be the nodal point for coordinating with the User department. The person identified must be available over phone at all times.

h. Bidder shall provide state level administrative/supervisory console login to the Commissioner- IGRS Dept & District Officials as per required by the User Department.

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i. Bidder should engage required technical resources / engineers or any other technical staff required at his expense to maintain the system during the contract period.

j. Any other requirement except that which is specifically the responsibility of User dept and the same may be furnished in the RFP.

k. Continue to build professional relationships with key stakeholders & groups participating in the project.

l. Bidders shall be deemed to have understood and agreed that no explanation or justification for any aspect of the Selection Process will be given and that the department’s decision is without any right of appeal whatsoever.

m. Bidder will make the best effort to ensure that the quality of deliverables meets the expectations.

n. The deliverables will be accepted only if they confirm to the specifications as laid down in this Scope of Work. Deliverables of the Bidder will be considered to have been formally accepted only after the Department communicates so in writing.

o. Bidder will share all intermediate documents, drafts, reports, surveys and any other item related to this assignment with the User Department. All work products, information & any other data of this project should be deemed as proprietary to User Department and non shareable.

p. The bidder will provide all call-logs, voice-logs, voice recordings and other necessary details as and when required by the User Dept /Govt of Telangana. It will also be submitted to User Department in weekly/ fortnightly/monthly/annual reports or as directed by the Department in the format desired by the Department.

q. Bidder shall organize weekly/fortnightly review meetings to review functionality issues and progress of work. The frequency of meetings will be intimated by the Bidder in consideration of requirements in the interest of the project.

r. Bidder should generate the daily, weekly, monthly reports shall include the following but not limited to:

• Report on calls handled & calls pending,

• Average duration of calls,

• Min. & max duration of calls,

• Number of instances the operator found busy,

• Calls abandoned due to breakdown,

• Call type etc.

s. Bidder should submit quarterly / half yearly / annual progress report to Director-EDS Department.

t. Bidder should prepare the minutes of the review meetings mentioning the issues discussed, decisions taken on them and appropriate level at which these required to be resolved.