Bid Details/बडबड ववरणववरण Bid End Date/Time/बड बंदबड बंद होनेहोने कक तार खतार ख//समयसमय 23-06-2023 17:00:00 Bid Opening Date/Time/बड खुलनेबड खुलने कक
तार ख
तार ख//समयसमय 23-06-2023 17:30:00
Bid Offer Validity (From End Date)/बडबड पेशकशपेशकश वैधता
वैधता ( (बंदबंद होनेहोने कक तार खतार ख सेसे)) 30 (Days)
Ministry/State Name/मं ालयमं ालय//रा यरा य काका नामनाम Ministry Of Agriculture And Farmers Welfare
Department Name/वभाग कावभाग का नामनाम Department Of Agriculture Cooperation And Farmers Welfare
Organisation Name/संगठनसंगठन काका नामनाम Directorate Of Extension Department Of Agriculturecooperation & Farmers Welfare Office Name/कायालयकायालय काका नामनाम Krishi Vistar Bhawan Pusa New Delhi
Item Category/मदमद केटेगरकेटेगर Call Centre Service - Per Seat Basis - Cloud based call center solution; Onsite with setup
Contract Period/अनुबंधअनुबंध अविधअविध 3 Year(s) Minimum Average Annual Turnover of the
bidder (For 3 Years)/बडरबडर काका यूनतमयूनतम औसतऔसत वा षक
वा षक टनओवरटनओवर (3 (3 वषवष काका))
1000 Lakh (s)
Years of Past Experience Required for same/similar service/उ ह ंउ ह ं//समानसमान सेवाओंसेवाओं केके िलएिलए अपे त
अपे त वगतवगत अनुभवअनुभव केके वषवष
3 Year (s)
Past Experience of Similar Services required/इसीइसी तरहतरह कक सेवाओंसेवाओं काका पछलापछला आव यकआव यक अनुभव
अनुभव हैहै
Yes
MSE Exemption for Years of Experience and Turnover/ अनुभवअनुभव केके वषवष सेसे एमएसईएमएसई छूटछूट No Startup Exemption for Years of Experience and Turnover/ अनुभव केअनुभव के वषवष सेसे टाटअपटाटअप छूटछूट No
Document required from seller/व े ताव े ता सेसे मांगेमांगे
गए
गए द तावेज़द तावेज़
Experience Criteria,Bidder Turnover,Certificate (Requested in ATC)
*In case any bidder is seeking exemption from Experience / Turnover Criteria, the supporting documents to prove his eligibility for exemption must be uploaded for evaluation by the buyer
Bid to RA enabled/बडबड सेसे रवसरवस नीलामीनीलामी स यस य कयाकया No
Bid Number/बोली मांक ( बड सं या): GEM/2023/B/3528806 Dated/दनांक : 05-06-2023
Bid Document/ बडबड द तावेज़द तावेज़
Type of Bid/बड काबड का कारकार Two Packet Bid Time allowed for Technical Clarifications
during technical evaluation/तकनीकतकनीक मू यांकनमू यांकन केके
दौरान
दौरान तकनीकतकनीक प ीकरणप ीकरण हेतुहेतु अनुमतअनुमत समयसमय
2 Days
Estimated Bid Value/अनुमािनतअनुमािनत बडबड मू यमू य 1500000000
Evaluation Method/मू यांकन प ितमू यांकन प ित Total value wise evaluation Financial Document Indicating Price
Breakup Required/मू यमू य दशानेदशाने वालावाला व ीयव ीय द तावेजद तावेज
ेकअप
ेकअप आव यकआव यक हैहै
Yes
EMD Detail/ईएमड ववरणईएमड ववरण
Advisory Bank/एडवाईजर बक State Bank of India
EMD Amount/ईएमड रािश 10000000
ePBG Detail/ईपीबीजीईपीबीजी ववरणववरण
Advisory Bank/एडवाइजर बक State Bank of India ePBG Percentage(%)/ईपीबीजी ितशत (%) 3.00
Duration of ePBG required (Months)/ईपीबीजी क
अपे त अविध (मह ने). 39
(a). EMD EXEMPTION: The bidder seeking EMD exemption, must submit the valid supporting document for the relevant category as per GeM GTC with the bid. Under MSE category, only manufacturers for goods and Service Providers for Services are eligible for exemption from EMD. Traders are excluded from the purview of this Policy./जेमक शत केअनुसारईएमड छूटकेइ छुक बडरकोसंबंिधतकेटेगर केिलए बडकेसाथवैधसमिथतद तावेज़ तुतकरनेहै।
एमएसईकेटेगर केअंतगतकेवलव तुओंकेिलए विनमातातथासेवाओंकेिलएसेवा दाताईएमड सेछूटकेपा ह। यापा रय कोइसनीितके
दायरेसेबाहररखागयाहै।
(b). EMD & Performance security should be in favour of Beneficiary, wherever it is applicable./ईएमड औरसंपादन जमानतरािश, जहांयहलागूहोतीहै, लाभाथ केप महोनीचा हए।
Beneficiary/लाभाथ लाभाथ :
Drawing and Disbursing Officer
Directorate of Extension, Department of Agriculture & Farmers Welfare, Ministry of Agriculture and Farmers Welfare, Krishi Vistar Bhawan, Pusa, New Delhi 110012.
(Ddo)
Splitting/वभाजनवभाजन
Bid splitting not applied./बोली वभाजन लागू नह ं कया गया
एमआईआई अनुपालन
1. The minimum average annual financial turnover of the bidder during the last three years, ending on 31st March of the previous financial year, should be as indicated above in the bid document. Documentary evidence in the form of certified Audited Balance Sheets of relevant periods or a certificate from the Chartered Accountant / Cost Accountant indicating the turnover details for the relevant period shall be uploaded with the bid. In case the date of constitution / incorporation of the bidder is less than 3-year-old, the average turnover in respect of the completed financial years after the date of constitution shall be taken into account for this criteria.
2. Years of Past Experience required: The bidder must have experience for number of years as indicated above in bid data sheet (ending month of March prior to the bid opening) of providing similar type of services to any Central / State Govt Organization / PSU / Public Listed Company. Copies of relevant contracts / orders to be uploaded along with bid in support of having provided services during each of the Financial year.
3. Estimated Bid Value indicated above is being declared solely for the purpose of guidance on EMD amount and for determining the Eligibility Criteria related to Turn Over, Past Performance and Project / Past Experience etc.
This has no relevance or bearing on the price to be quoted by the bidders and is also not going to have any impact on bid participation. Also this is not going to be used as a criteria in determining reasonableness of quoted prices which would be determined by the buyer based on its own assessment of reasonableness and based on competitive prices received in Bid / RA process.
4. Past Experience of Similar Services: The Bidder must have successfully executed / completed at least one single order of 80 % of the Estimated Bid Value or 2 orders each of 50 % of the Estimated Bid Value or 3 orders each of 40 % of the Estimated Bid Value for similar service(s) in last three years to any Central / State Govt Organization / PSU / Public Listed Company. Copies of contracts / work orders and documentary evidence of successful execution / completion in support of Past Experience of Similar Services along with names, address and contact details of clients shall be uploaded with the bid for verification by the Buyer.
Excel Upload Required/ए सेलए सेल मम अपलोडअपलोड कएकए जानेजाने कक आव यकताआव यकता :
BID PRICE SCHEDULE - 1685953292.xlsx
Additional Qualification/Data Required/अित र यो यताअित र यो यता / /आव यकआव यक डेटाडेटा
Scope of Work to be specified by Buyer as per Requirement:1685963208.pdf
This Bid is based on Quality & Cost Based Selelction (QCBS) . The technical qualification parameters are :-
Parameter Name Max Marks Cutoff Marks Qualification Methodology Document
AS PER RFP 100 70 View File
Total Minimum Qualifying Marks for Technical Score: 70 QCBS Weightage(Technical:Financial):30:70
Interview Venue:Room No. 244A, Krishi Bhawan, New Delhi Presentation Venue:Will be intimated later
Pre Bid Detail(s)
Pre-Bid Date and Time Pre-Bid Venue
13-06-2023 11:00:00 Room No. 244A, Krishi Bhawan, New Delhi
Call Centre Service - Per Seat Basis - Cloud Based Call Center Solution; Onsite With
Technical Specifications/तकनीक विश याँतकनीक विश याँ
Specification Values
Core
Type of Call center setup required Cloud based call center solution
Premises Onsite with setup
Type of Call support Inbound , Outbound
Type of Service As per RFP
Educational Qualification of Manpower Graduate
Languages As per RFP
Additional service As per RFP
Addon(s)/एडऑनएडऑन
Additional Specification Documents/अित रअित र विशविश द तावेज़द तावेज़
Consignees/Reporting Officer/परे षतीपरे षती// रपो टगरपो टग अिधकारअिधकार
S.No./ ..
सं.
सं.
Consignee Reporting/Officer/
परे षती
परे षती// रपो टगरपो टग अिधकार अिधकार
Address/पतापता
Number of seats required per
shift
Additional Requirement/अित रअित र
आव यकता
आव यकता
1 David Rajkumar
Devakannu
110012,DTE. OF EXTENSION, D/O AGRICULTURE
COOPERATION & FARMERS WELFARE, IASRI CAMPUS PUSA, NEW DELHI
264
Number of Months : 36
Number of Shift per day : 2
Number of Working days in Month : 31
Buyer Added Bid Specific Terms and Conditions/े ता ाराे ता ारा जोड़जोड़ गईगई बडबड कक वशेषवशेष शतशत 1. Generic
OPTION CLAUSE: The buyer can increase or decrease the contract quantity or contract duration up to 25 percent at the time of issue of the contract. However, once the contract is issued, contract quantity or contract duration can only be increased up to 25 percent. Bidders are bound to accept the revised quantity or duration
2. Service & Support
3. Forms of EMD and PBG
Bidders can also submit the EMD with Account Payee Demand Draft in favour of DDO, Directorate of Extension
payable at New Delhi .
Bidder has to upload scanned copy / proof of the DD along with bid and has to ensure delivery of hardcopy to the Buyer within 5 days of Bid End date / Bid Opening date.
4. Generic
Bidder financial standing: The bidder should not be under liquidation, court receivership or similar proceedings, should not be bankrupt. Bidder to upload undertaking to this effect with bid.
5. Certificates
Bidder's offer is liable to be rejected if they don't upload any of the certificates / documents sought in the Bid document, ATC and Corrigendum if any.
6. Service & Support
Dedicated /toll Free Telephone No. for Service Support : BIDDER/OEM must have Dedicated/toll Free Telephone No. for Service Support.
7. Service & Support
Escalation Matrix For Service Support : Bidder/OEM must provide Escalation Matrix of Telephone Numbers for Service Support.
8. Payment
PAYMENT OF SALARIES AND WAGES: Service Provider is required to pay Salaries / wages of contracted staff deployed at buyer location first i.e. on their own and then claim payment from Buyer alongwith all statutory documents like, PF, ESIC etc. as well as the bank statement of payment done to staff.
9. Past Project Experience
Proof for Past Experience and Project Experience clause: For fulfilling the experience criteria any one of the following documents may be considered as valid proof for meeting the experience criteria:a.
Contract copy along with Invoice(s) with self-certification by the bidder that service/supplies against the invoices have been executed.b. Execution certificate by client with contract value.c. Any other document in support of contract execution like Third Party Inspection release note, etc.Proof for Past Experience and Project Experience clause: For fulfilling the experience criteria any one of the following documents may be considered as valid proof for meeting the experience criteria:a. Contract copy along with Invoice(s) with self-certification by the bidder that service/supplies against the invoices have been executed.b. Execution certificate by client with contract value.c. Any other document in support of contract execution like Third Party Inspection release note, etc.
10. Forms of EMD and PBG
Successful Bidder can submit the Performance Security in the form of Account Payee Demand Draft also (besides PBG which is allowed as per GeM GTC). DD should be made in favour of
DDO, Directorate of Extension payable at
New Delhi
. After award of contract, Successful Bidder can upload scanned copy of the DD in place of PBG and has to ensure delivery of hard copy to the original DD to the Buyer within 15 days of award of contract.
1. The Seller shall not assign the Contract in whole or part without obtaining the prior written consent of buyer.
2. The Seller shall not sub-contract the Contract in whole or part to any entity without obtaining the prior written consent of buyer.
3. The Seller shall, notwithstanding the consent and assignment/sub-contract, remain jointly and severally liable and responsible to buyer together with the assignee/ sub-contractor, for and in respect of the due performance of the Contract and the Sellers obligations there under.
Disclaimer/अ वीकरणअ वीकरण
The additional terms and conditions have been incorporated by the Buyer after approval of the Competent Authority in Buyer Organization, whereby Buyer organization is solely responsible for the impact of these clauses on the bidding process, its outcome, and consequences thereof including any eccentricity / restriction arising in the bidding process due to these ATCs and due to modification of technical specifications and / or terms and conditions governing the bid. Any clause(s) incorporated by the Buyer regarding following shall be treated as null and void and would not be considered as part of bid:-
1. Definition of Class I and Class II suppliers in the bid not in line with the extant Order / Office Memorandum issued by DPIIT in this regard.
2. Seeking EMD submission from bidder(s), including via Additional Terms & Conditions, in contravention to exemption provided to such sellers under GeM GTC.
3. Publishing Custom / BOQ bids for items for which regular GeM categories are available without any Category item bunched with it.
4. Creating BoQ bid for single item.
5. Mentioning specific Brand or Make or Model or Manufacturer or Dealer name.
6. Mandating submission of documents in physical form as a pre-requisite to qualify bidders.
7. Floating / creation of work contracts as Custom Bids in Services.
8. Seeking sample with bid or approval of samples during bid evaluation process.
9. Mandating foreign / international certifications even in case of existence of Indian Standards without specifying equivalent Indian Certification / standards.
10. Seeking experience from specific organization / department / institute only or from foreign / export experience.
11. Creating bid for items from irrelevant categories.
12. Incorporating any clause against the MSME policy and Preference to Make in India Policy.
13. Reference of conditions published on any external site or reference to external documents/clauses.
14. Asking for any Tender fee / Bid Participation fee / Auction fee in case of Bids / Forward Auction, as the case may be.
Further, if any seller has any objection/grievance against these additional clauses or otherwise on any aspect of this bid, they can raise their representation against the same by using the Representation window provided in the bid details field in Seller dashboard after logging in as a seller within 4 days of bid publication on GeM. Buyer is duty bound to reply to all such representations and would not be allowed to open bids if he fails to reply to such representations.
This Bid is governed by the General Terms and Conditions/सामा य िनयम और शत, conditons stipulated in Bid and Service Level Agreement specific to this Service as provided in the Marketplace. However in case if any condition specified in General Terms and Conditions/सामा य िनयम और शत is contradicted by the conditions stipulated in Service Level Agreement, then it will over ride the conditions in the General Terms and Conditions.
In terms of GeM GTC clause 26 regarding Restrictions on procurement from a bidder of a country which shares a land border with India, any bidder from a country which shares a land border with India will be eligible to bid in this tender only if the bidder is registered with the Competent Authority. While participating in bid, Bidder has to undertake compliance of this and any false declaration and non-compliance of this would be a ground for immediate termination of the contract and further legal action in accordance with the laws./जेम क सामा य शत के खंड 26 के संदभ म भारत के साथ भूिम सीमा साझा करने वाले देश के बडर से खर द
गलत घोषणा कए जाने व इसका अनुपालन न करने पर अनुबंध को त काल समा करने और कानून के अनुसार आगे क कानूनी कारवाई का आधार होगा।
---Thank You/ध यवादध यवाद---
Ministry of Agriculture
Department of Agriculture &
Kisan Call Centre Services
Reference: ‘RF
Government of India
Ministry of Agriculture & Farmer Welfare,
Department of Agriculture & Farmers Welfare, Extension Division
Request for Proposal
(E-Tender)
For Providing
Kisan Call Centre Services F. No.16 (1)/2022-KCC/RFP/EM
Reference: ‘RFP / KCC / DA&FW / 05th June, 2023 Farmers Welfare,
, 2023
TABLE OF CONTENTS
SL.
NO TITLE PAGE NO
1 Disclaimer 3-4
2 Tender Notice 5-6
3 Critical Date Sheet 7
3 Instructions for Online Bid Submission 8-10
4 Definitions 11-12
5 Project Description and Scope of Work 13-43
6 Instructions to Bidders 44-57
7 General Conditions for Bidding 58-65
8 Functional Requirements 66-72
9 Forms and Schedules 73-82
10 Annexures 83-90
F. No.16 (1)/2022-KCC/RFP/EM Government of India
Ministry of Agriculture & Farmers Welfare Department of Agriculture & Farmers Welfare
Extension Division
DISCLAIMER
The information contained in the Request for Proposal (RFP) document or subsequently, whether verbally or in documentary or any other form, by or on behalf of the Government of India, Ministry of Agriculture & Farmers Welfare (MoA & FW), Department of Agriculture & Farmers Welfare (DA&FW) is provided to Applicants (Bidders/ tenderers) on the terms and conditions set out in the RFP and such other terms and conditions subject to which such information is provided.
The RFP is not an agreement and is neither an offer nor invitation by the Department of Agriculture & Farmers Welfare (DA&FW) to the prospective applicants or any other person.
The purpose of this RFP is to provide interested parties with information that may be useful to them in the formulation of their proposals pursuant to this RFP.
Information provided in this RFP to the applicants is on a wide range of matters, some of which depend upon the interpretation of law. The information given is not an exhaustive account of statutory requirements and should not be regarded as a complete or authoritative statement of law.
The Authorities accept no responsibility for the accuracy or otherwise for any interpretation or opinion in the law expressed herein.
DA&FW, MoA& FW also accepts no liability of any nature whether resulting from negligence or otherwise, however caused, arising from reliance of any applicant upon the statements contained in this RFP.
DA&FW may, in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information, assessment or assumption contained in this RFP.
The issue of the RFP does not imply that DA & FW is bound to select any applicant or to appoint the selected applicant, as the case may be, for the consultancy and DA& FW reserves the right to reject all or any of the proposals without assigning any reasons whatsoever.
The applicant shall bear all its costs associated with or relating to the preparation and submission of its proposal including, but not limited, to
preparation, copying, postage, delivery fees, expenses associated with any demonstrations or presentations which may be required by DA&FW or any other costs incurred in connection with or relating to its p roposal. All such costs and expenses will remain with the applicant and DA&FW shall not be liable in any manner whatsoever for the same or for any other costs or other expenses incurred by an applicant in preparation and or submission of the proposal, regardless of the conduct or outcome of the selection process.
F. No.16 (1)/2022
Ministry of Agriculture and Farmers Welfare Department of Agriculture and Farmers Welfare
Subject: e-Tender for Providing Kisan
of Agriculture & Farmers Welfare (MoA& FW), Department of Agriculture, and Farmers Welfare (DA&FW)
For and on behalf of President of India, e (Technical and Financial) bids system from reputed
companies for providing Kisan Call Centre Services to Department of Agriculture and Farmers Welfare (DA&FW).
2. In case your firm/company is interested in providing KCC Services and fulfils the eligibility criteria, please apply in the prescribed proforma contained in RFP document (Technical bid and Financial bid) separately.
The bids may be submitted in online mode (GeM)Portal (https://gem.gov.in
the form of Demand Draft/Bank Guarantee in favour of Disbursing Officer (DDO), Directorate of Extension’,
Bid submission in Room No.244 Delhi- 110001.
3. All the required documents (self
criteria are to be submitted along with the tender documents. All tender documents should be numbered serially. Proposals may be submitted online at https://gem.gov.in, after perusal of the detailed instructions for bidders.
Details of the scheme are available at https://agricoop.nic.inand
firm/company to submit proposal online, within the stipulated time which the proposal is liable to be rejected.
4. DA&FW reserves the right to cancel the tender at any time / stage or relax /amend / withdraw any of the terms and conditions contained in the
F. No.16 (1)/2022-KCC/RFP/EM Government of India
Ministry of Agriculture and Farmers Welfare Department of Agriculture and Farmers Welfare
Extension division
Dated: 05 TENDER NOTICE
Tender for Providing Kisan Call Centre Services to Ministry of Agriculture & Farmers Welfare (MoA& FW), Department of Agriculture, and Farmers Welfare (DA&FW)-reg.
For and on behalf of President of India, e-bids are invited in two (Technical and Financial) bids system from reputed and experienced firms / companies for providing Kisan Call Centre Services to Department of Agriculture and Farmers Welfare (DA&FW).
In case your firm/company is interested in providing KCC Services and fulfils the eligibility criteria, please apply in the prescribed proforma contained in RFP document (Technical bid and Financial bid) separately.
The bids may be submitted in online mode on Government e Marketplace https://gem.gov.in). The EMD may be submitted physically in the form of Demand Draft/Bank Guarantee in favour of
Disbursing Officer (DDO), Directorate of Extension’, on or before end date of in Room No.244-A, Krishi Bhawan, Central Secretariat, New All the required documents (self-attested) in support of eligibility criteria are to be submitted along with the tender documents. All tender documents should be numbered serially. Proposals may be submitted online , after perusal of the detailed instructions for bidders.
Details of the scheme are available at https://mkisan.gov.in andwww.krishivistar.gov.in.It is mandatory for the firm/company to submit proposal online, within the stipulated time
which the proposal is liable to be rejected.
DA&FW reserves the right to cancel the tender at any time / stage or relax /amend / withdraw any of the terms and conditions contained in the
Ministry of Agriculture and Farmers Welfare Department of Agriculture and Farmers Welfare
05th June, 2023
Call Centre Services to Ministry of Agriculture & Farmers Welfare (MoA& FW), Department of
bids are invited in two and experienced firms / companies for providing Kisan Call Centre Services to Department of
In case your firm/company is interested in providing KCC Services and fulfils the eligibility criteria, please apply in the prescribed proforma contained in RFP document (Technical bid and Financial bid) separately.
Government e Marketplace The EMD may be submitted physically in the form of Demand Draft/Bank Guarantee in favour of ‘Drawing and on or before end date of A, Krishi Bhawan, Central Secretariat, New attested) in support of eligibility criteria are to be submitted along with the tender documents. All tender documents should be numbered serially. Proposals may be submitted online , after perusal of the detailed instructions for bidders.
https://mkisan.gov.in , .It is mandatory for the firm/company to submit proposal online, within the stipulated time failing
DA&FW reserves the right to cancel the tender at any time / stage or relax /amend / withdraw any of the terms and conditions contained in the
Tender document without assigning any reasons, thereof.Tender document may be downloaded from the website of Government e Marketplace (GeM) Portal (https://gem.gov.in) or from website of Department of Agriculture and Farmers Welfare (www.agricoop.nic.in) or on the Website of Directorate of Extension (www.krishivistar.gov.in). All queries relating to the process of online bid submission may be directed to the 24X7 https://gem.gov.in/userFaqsMailat: [email protected] Free Numbers (Inbound): Call1800-419-3436 / 1800-102-3436( 9:00 am - 10:00 pm Mon to Sat)Help Desk Outbound No's : 07556681401, 07556685120, 01169095625.
Walk-In Address: 2nd Floor, Jeevan Tara Building, 5-Sansad Marg, Near Patel Chowk, New Delhi-110001(9:00 am - 06:00 pm Mon to Fri). Foreign bidder can get help prefixing the code +91 as country code followed by the number.)
Sd- Additional Commissioner (Extension)
Tel. No. 011-23382714
CRITICAL DATE SHEET
DATE OF ISSUE/ PUBLISHING 05 June 2023
BID DOCUMENT DOWNLOAD/ SALE DATE As per GeM Bid document
BID SUBMISSION START DATE 05 June 2023
BID SUBMISSION END DATE As per GeM Bid document
PRE BID MEETING WITH THE INTERESTED AGENCIES
13 June 2023
PLACE OF PRE BID MEETING KRISHI BHAWAN NEW DELHI
DATE AND PLACE OF OPENING OF TECHNICAL BID
As per GeM Bid document at KRISHI BHAWAN
TECHNICAL PRESENTATION BY ELIGIBLE BIDDERS
TO BE INTIMATED LATER DATE OF OPENING OF FINANCIAL BID TO BE INTIMATED LATER
F. No.16 (1)/2022-KCC/RFP/EM RFP/KCC/DA&FW/2023
INSTRUCTIONS FOR ONLINE BID SUBMISSION
As per the directives of Department of Expenditure, this tender document has been published on the Government e Marketplace (GeM) Portal (https://gem.gov.in). The bidders are required to submit soft copies of their bids electronically on the GeM Portal, using valid Digital Signature Certificates. The instructions given below are meant to assist the bidders in registering on the GeM Portal, prepare their bids in accordance with the requirements and submitting their bids online on the GeM Portal. More information useful for submitting online bids on the GeM Portal may be obtained at: Government e Marketplace (GeM) Portal (https://gem.gov.in),
I. REGISTRATION
1. Bidders are required to enroll on the Government e Marketplace (GeM) Portal (https://gem.gov.in) by clicking on the link “Click here to Enroll”.
Enrolment on the GeM Portal is free of charge.
2. As part of the enrolment process, the bidder will be required to choose a unique username and assign a password for their accounts.
3. Bidders are advised to register their valid e-mail address and mobile numbers as part of the registration process. These would be used for any communication from the GeM Portal.
4. Upon enrolment, the bidders will be required to register their valid Digital Signature Certificate (Class III Certificates with signing key usage) issued by any Certifying Authority recognized by CCA India (e.g.
Sify/TCS/n Code/e Mudhra etc.), with their profile.
5. Only one valid DSC should be registered by a bidder. The bidders are responsible to ensure that they do not lend their DSCs to others which may lead to misuse.
6. Bidder then logs in to the site through the secured log-in by entering their user ID/password and the password of the DSC/e Token.
II. SEARCHING FOR TENDER DOCUMENTS
1. There are various search options build in the GeM Portal, to facilitate bidders to search active tenders by several parameters. These parameters could include Tender ID, organization name, location, date, value, etc. There is also an option of advanced search for tenders, wherein the bidders may combine a number to search parameters such as organization name, form of contract, location, date, other keywords etc. to search for a tender published on the GeM Portal.
2. Once the bidders have selected the tenders they are interested in, they may download the required documents/ tender schedules. These tenders can be moved to the respective ‘My Tenders’ folder. This would enable
the GeM Portal to intimate the bidders through SMS/ e-mail in case there is any corrigendum issued to the tender document.
3. The bidder should make a note of the unique Tender ID assigned to each tender, in case they want to obtain any clarification/ help from the Helpdesk.
III. PREPARATION OF BIDS
1. Bidder should take into account any corrigendum published on the tender document before submitting their bids.
2. Bidders should go through the tender advertisement and the tender document carefully to understand the documents required to be submitted as part of the bid. Bidders should note the number of covers in which the bid documents have to be submitted, the number of documents – including the names and content of each of the document that need to be submitted. Any deviations from these may lead to rejection of the bid.
3. Bidder, in advance, should get ready the bid documents to be submitted as indicated in the tender document/ schedule and they should be in PDF formats. Bid documents may be scanned with 100 dpi with black and white option.
4. To avoid the time and effort required in uploading the same set of standard documents which are required to be submitted as a part of every bid, a provision of uploading such standard documents (e.g. PAN card copy, annual reports, auditor certificates etc.) has been provided to the bidders. Bidders can use ‘My Space’ area available to them to upload such documents. These documents may be directly submitted from the
‘My Space’ area while submitting a bid, and need not be uploaded again and again. This will lead to a reduction in the time required for bid submission process.
IV. SUBMISSION OF BIDS
1. Bidder should log into the site well in advance for bid submission so that he/she can upload the bid in time i.e. on or before the bid submission time. Bidder will be responsible for any delay due to other issues.
2. The bidder has to digitally sign and upload the required bid documents one by one as indicated in the tender document.
3. Bidder has to select the payment option as ‘offline’ to pay the tender fee/EMD as applicable and enter details of the instrument.
4. Bidder should prepare the EMD as per the instructions specified in the tender document. The original should be dropped in a sealed envelope in the Tender Box installed in Room No.244-A, Krishi Bhawan, Central Secretariat, New Delhi- 110001, before the last date of bid submission.
The details of the DD/any other accepted instrument, physically sent, should tally with the details available in the scanned copy and the data
entered during bid submission time. Otherwise the uploaded bid will be rejected.
5. Bidders should upload their financial bids in PDF format in the format given.
6. The serve time (which is displayed on the bidders’ dashboard) will be considered as the standard time for referencing the deadlines for submission of the bids by the bidders, opening of bids etc. The bidders should follow this time during bid submission.
7. All the documents being submitted by the bidders would be encrypted using PKI encryption techniques to ensure the secrecy of the data. The data entered cannot be viewed by unauthorized persons until the time of bid opening. The confidentiality of the bids is maintained using the secured Socket Layer 128-bit encryption technology.
8. The uploaded tender documents become readable only after the tender opening by the authorized bid openers.
9. Upon the successful and timely submission of bids, the portal will give a successful bid submission message & a bid summary will be displayed with the bid number and the date & time of submission of the bid with all other relevant details.
10. The bid summary has to be printed and kept as an acknowledgement of the submission of the bid. This acknowledgement may be used as an entry pass for any bid opening meetings.
V. ASSISTANCE TO BIDDERS
1. Any queries relating to the tender document and the terms and conditions contained therein should be addressed to the Procuring entity/ Tender Inviting Authority for a tender or the relevant contact person indicated in the tender.
2. Any queries relating to the process of online bid submission or queries relating to GeM Portal in general may be directed to the 24x7 GeM Portal Helpdesk. All queries relating to the process of online bid submission may be directed to the 24X7 https://gem.gov.in/userFaqsMail at: [email protected], Toll Free Numbers (Inbound): Call 1800-419- 3436 / 1800-102-3436 ( 9:00 am - 10:00 pm Mon to Sat) Help Desk Outbound No's : 07556681401, 07556685120, 01169095625 Help Desk Walk-In Address: 2nd Floor, Jeevan Tara Building, 5-Sansad Marg, Near Patel Chowk, New Delhi-110001( 9:00 am - 06:00 pm Mon to Fri).Foreign bidder can get help prefixing the code +91 as country code followed by the number.)
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1. DEFINITIONS
The following terms shall have respective meanings as indicated:
1. ‘Bidder’ shall mean the firm/company offering the solution(s), services and materials required in the RFP.
2. ‘FTA’ shall mean Farm Tele Advisor in the KCC.
3. ‘Common Service Centres (CSC)’ shall mean the internet enabled Information and Communication Technology access points established by a selected agency under the national e-Governance plan of the Ministry of Information and Communication Technology (MeitY), Government of India.
4. ‘Contract’ shall mean the Purchase Order placed by DA&FW on the successful Bidder (duly accepted by the latter during the bid process) and all attached documents referred to therein, and all terms &
conditions thereof together with any subsequent modification thereto.
5. ‘DA&FW’ shall mean Department of Agriculture & Farmers Welfare
6. MoA&FW shall mean Ministry of Agriculture & Farmers Welfare, Government of India. .
7. ‘Installation’ shall mean the Service Provider’s written notification that the system required for delivery of the desired ‘Services’ has been installed and commissioned by the Service Provider in accordance with requirements and the project plan, and is ready for the acceptance testing.
8. ‘Final Acceptance’ shall mean DA&FW’s written certification that the services being delivered during the probation period have been verified as satisfactory in accordance with the defined specifications.
9. ‘Intellectual Property Right’, also called ‘IPR’, means any and all copyrights, moral rights, trademarks, patent, and other intellectual proprieties.
10. ‘KCC’ shall mean Kisan Call Centre scheme of Department of Agriculture & Farmers Welfare.
11. ‘Partial Acceptance’ shall mean the DA&FW’s written certification that following installation; the site has been tested and verified as complete and/or fully operational, in accordance with the acceptance test to be defined in the Acceptance Test Documents.
12. ‘Party’ shall mean either DA&FW or Bidder individually and ‘Parties’
shall mean DA&FW and Bidder collectively.
13. ‘Probation Period’ shall mean the period specified following Partial Acceptance during which the Service Provider’s performance obligations
in respect of the Services will be monitored before confirmation of award.
14. ‘RFP’ shall mean Request for Proposal, Tender Document or Bidding Document including the written clarifications & modifications issued by DA&FW in respect of the RFP.
15. ‘Services’ shall mean requirements defined in this Request for Proposal including all additional services associated thereto to be delivered by the Service Provider.
16. ‘Service Provider’ shall mean successful bidder on whom the purchase order is placed by DA&FW.
17. ‘Shift’ shall mean eight-hour duration.
18. ‘Shift Factor’ shall mean the percentage of additional FTAs required for provisioning of 91 weekly off days and leaves [i.e.52 (Sundays) +15(national and festival related holidays) +12 leaves @ 1 leave per month+ 12 (unforeseen)/sick leaves)] of the FTAs as the KCCs will operate on 16x7 (i.e. 6 AM to 10 PM) basis 365 days of the year and this will be 32% of the total strength.
19. ‘Site’ shall mean the location(s) for which the work is allotted and where the services are to be delivered.
20. ‘Specifications’ shall mean and include schedules, details, description, statement of technical data, performance characteristics, standards (Indian as well as International) as applicable and specified in the Bidding Documents.
21. ‘Third Party Agency’ shall mean any agency appointed by DA&FW for monitoring the work of Service Provider and other related issues.
22. ‘Total Operating Cost per Month’ shall mean total cost involved in operation of Kisan Call Centres including manpower cost and cost relating to fixed & recurring expenditure per month.
23. ‘PRI line’ shall mean one telephone (Primary Rate Interface) line physically terminating on the customer PBX but can receive/send 30 calls simultaneously
24. ‘FCT’ shall mean wireless phones (Fixed Cellular Terminal) as back up to PRI line pre-paid connections to be used in failure of PRI line.
25. ‘State KCC Nodal Officer’ shall mean officer deputed by State Department of Agriculture to supervise and monitor KCC at the State.
26. ‘KVK’ shall mean Krishi Vigyan Kendra.
27. NLP means Natural Learning Processing
2. PROJECT DESCRIPTION AND SCOPE OF WORK I. Project Description and Objective
DA&FW invites bids from eligible Call Centre operators to offer their services for operation of Kisan Call Centres in all the States/ Union Territories of India.
A list of towns/ cities where these Call Centres are proposed to be located and the language in which the farmers’ queries are to be answered is given in Table 2.1 and the State-wise number of seats in each Centre is given in Table 2.2.
i. The Programme:
To harness the potential of Information Communication Technology (ICT) in agriculture, Ministry of Agriculture and Farmers Welfare took a new initiative by launching the scheme ‘Kisan Call Centres (KCC)’ on January 21, 2004. These Call Centres are presently working in 17 (seventeen) different locations covering all the States/UTs. All KCC locations are accessible by dialing a single nation-wide toll-free number 1800-180-1551 through landline as well as mobile numbers of all telecom networks from 0 6 .00 A.M to 1 0 .00 P.M. on all 7 days a week. With increased awareness amongst farmers and introduction of various new measures, calls at the KCCs have increased manifold over a period of time and the DA&FW intends to rapidly enhance coverage of farmers under this most important and convenient tool of information dissemination in agriculture and allied sectors. It is also proposed to increase the number of Centres to 21 with 525 seats functioning in two shifts from 06.00 AM to 02.00 PM and 02.00 PM to 10.00 PM.
ii. Objective:
Objective of the programme is to
(a) answer the farmers queries related to technologies in Agriculture &
allied sectors
(b) provide information related to various ongoing schemes of Government of India and State/UT Governments
(c) provide periodic and non-periodic agronomic information including package of practices using advanced call centre technologies in farmers own dialect through the Centres.
iii. Vision of the Department on Kisan Call Centres
The DA&FW aims to have an efficient, effective interactive system and a Kisan Call Centre Service based on a dynamic database and regularly updated knowledge (through experts in research and extension system) for each National Agriculture Research Project (NARP) Zone to rapidly enhance successful call inflow to such an extent that every farmercalls KCC at least once in a year on an average. This will necessitate increase
of number of seats in the KCCs and corresponding augmentation of IT infrastructure of KCCs.
II. Mandates and Features of Kisan Call Centres:
A: Mandates:
1. Provide contextually relevant and customizedtechnical solutions to the queries of farmers related to agricultureand allied subjects and addressing the problems of farmers related to cultivated crops specifically, using advanced communication technologies:
i. Advanced communication tools include, but not limited to, WhatsApp, Telegram, chatbot, video calling, two-way video/audio clips, two-way SMS.
ii. AI/ML-based Decision Support Systems and conversational tools such as Agri-chatbot, ChatGPT to support real time response to farmers’
queries.
iii. Upgradation/integration of query redressal mechanism with AI/ML.
iv. Highly scalable, cloud-enabled solutions with menu driven (press 1,2,3…)Interactive Voice Response (IVR) System in all official languages (as specified later) enabling a multilingual system with FAQ, last sent details, outbound calls, pest & disease alerts etc.
v. Integration of emerging voice language databases and NLP models for automated and interactive voice-based advisory delivery in local languages and dialects.
vi. Build tools to support and enable the solutions:
a) Utilize open specification for all concerned entities in Agriculture ecosystem with interoperable standards.
b) Utilize knowledge base and knowledge graphs to support the development of verifiable systems. (Eg: Agri Knowledge Management System).
c) Utilize relevant publications and existing scientific literature with agri universities and institutes such as ICAR.
d) Access to datasets with both data and meta-data to be made available for codification of AI and ML tools.
e) Update existing data on availability of smart phone and other data points as may be decided later, with farmers
f) Integration of emerging voice language databases and Natural Learning Processing (NLP) models for automated and interactive voice-based advisory delivery in local languages and dialects.
g) Deliver region specific curated advisory focused on emerging trends around potential extreme weather events/pest incidences/other concentrated climate or crop events, to be delivered through outbound calls, texts, training content to farmers and extension workers.
2. Integrate KCC with relevant platforms and services:
i. Bhashini platform of MeitY, Agristack, Market Intelligence, Digital Agricultural Extension Portal, Krishi DSSetc., and state-level help lines through API-based integration.
ii. Integrate with the proposed National Extension Platform aimed at building robust farmer level advisory and training content.
3. Engage farmers during call waiting period:
i. Engage the farmer through chatbot/IVR/USSD to extract query and its type
ii. Play season-specific short text messages 4. Build a robust query resolution system:
i. Multi-level escalation and resolution system through live experts and outbound channels.
ii. Automatic call distribution and recording, live call transfer, and skill- based query routing.
5. Collect feedback and conduct Customer Satisfaction Surveys:
i. Outbound dialer with click-to-call for feedback and follow-up.
ii. WhatsApp/ SMS bots for conducting automated surveys and feedback.
iii. Conduct quick surveys through survey tools to understand grass root level feedback on various issues and problems of schemes and programmes of Central and State/UT Governments.
6. Create a farmer-centric system:
i. Personalize advisory and replies based on pre-decided calendar request under the supervision of an expert team and multiple resources, such as ICAR and KVKs.
ii. Provide information on various ongoing schemes and programs of the Government of India and state/UT governments for farmers at the end of the call as may be directed.
iii. Enable farmers to access old call records, call transcripts and allow them to re-listen to the call conversations.
iv. Send SMS/video/audio clips to farmers after answering their queries through the Departments Gateway.
7. Act as an emergency hotline:
i. Blended dialer-based system for outbound calls in case of any emergency.
ii. Awareness-raising among farmers/officials about warranted situations affecting crops/livestock.
8. Promote government schemes and programs through Information, Education, and Communication (IEC) activities.
9. Provide weekly feedback to the state/UT Department of Agriculture and Allied Departments regarding the nature of calls.
10. Develop a digital dashboard accessible through user rights to the State/UT Department of Agriculture and Allied Departments, providing analytics on nature of queries, emerging local trends and hotspots, and local adaptation measures
11. Develop a digital dashboard accessible through user rights tothe state/UT Department of Agriculture and Allied Departments, providing analytics on nature of queries, emerging local trends and hotspots, and local adaptation measures
12. Improve outreach of KCC programme
13. Undertake data analytics on Agri Knowledge Management System (AKMS) data for real-time monitoring.
14. Create a web-based interface for monitoring the activities of KCC.
15. Work with knowledge partner/s, as may be identified by DA&FW, on improving the reach and quality of the service provided through KCC.
This may include, but not limited to, sharing access to data, platforms, learnings with the knowledge partner and collaborating closely with them to identify, implement and monitor service improvements.
Note: The service provider shall be bound to get necessary permission and follow other statutory procedures wherever required.
B. Proposed Features of Kisan Call Centres (Figure-2.1)
1. Farmer Advisory: Leverage the Voice tech tools/features (Automated Q&A, Contextual Information/Awareness modules on Agri practices access through multiple channels - IVR/WA) to disseminate targeted voice messaging to farmers.
2. Technical solutions to the queries of farmers through advanced communication tools – Voice tech tools “Automated Question and Answering” to answer the queries of farmers related to agriculture and allied subjects using IVR/WA based solutions. The system should be capable of answering user queries in real time using a large corpus of FAQs under multiple themes curated to answer user queries and also be able to send recorded audio and text based resolutions to queries.
ML/NLP based models trained to match user queries with the appropriate answers using the curated FAQ database.
3. Automatic call distribution and call recording live call transfer:
customized call flow over IVR for call center solutions to allow users to navigate over the different set of instances with surveys, pre-recorded messages etc. to provide the relevant information and at the same time reducing the workload of call center resources. This customized call flows also enable users to record their concerns in case of unavailability of call center personnel or during non-office hours. These recordings shall then be integrated with CRM and addressed at a later time.
4. Multi-level escalation and query resolution: IVR based application for personalized assistance to resolve grievances through designated personnel and experts. The system can be leveraged to resolve grievances at local level through extension workers and designated personnel and experts. Additionally, there should also be inbox functionality for users to access the response to their queries/grievances at one place to access at the time of need without connecting to the call center.
5. A multi-channel platform for farmers across geographies – IVR + WhatsApp + Chatbot + Intelligent (AI/ML) Voice tools + Web to enable farmers to interact and exchange information in local languages. The solutions should have been developed with appropriate user interface design:
i. IVR for the farmers, many of whom are expected to have low literacy and basic phones
ii. Bi-directional communication - allowing information dissemination and also allowing for voices of the people to be heard by the people higher up in the information chain.
6. Call services to engage with farmers and create awareness – The system should have an Intelligent IVRS stack (full solution) to engage users on topics related to farming activities.
i. The system shall schedule periodic calls automatically using
“Automatic Outbound Dialing scheduler” to the specified numbers provided in excel and text formats and also schedule retry calls to users who have not received the call
ii. Augmented IVR design flows for improved caller’s experience
iii. System should be capable to filter out DND registered phone numbers to an internal DND List and also allowing users to opt out of calls
7. Send SMS/video clips/audio clips etc., to caller farmers after answering the queries with gist of answers given over phone – The system shall be
Farmer Registry Integration
enabled to send SMS and audio clips to all the phones. Video clips can also be shared using WhatsApp.
8. Data analytics: The system should store Call Data Record (CDR) for the completed call. CDR should include data points: Call unique identifier, Call Destination extension/number, start of call(date/time), Answer of call (date/time), End of call (date/time), Call duration in seconds, status of the call: Answered, No Answer, Busy, Failed. The system should store and process the data on a regular basis to generate the performance reports which are shared over mail. The system should have seamless integration with customized front end dashboard preferably using Power BI tool to view the content and user engagement stats using month, project, content and theme slicers etc.
9. Collecting user experiences, success stories of farmers and inputs on improvement of services – the impact stories have a tremendous effect on peer learning and adoption of practices. In addition to the engagement, collection of user experiences, testimonials, success stories and also on the improvement of services/features should be a regular feature of the platform on the content side.
10. Expansion of outreach of KCC by reducing blank calls, adding new users, tracing old users etc.
11. Use of AI/ML modules developed/suggested by DA&FW through authorized Software Development Agencies (SDA), unless and otherwise specifically mentioned.
12. Provision to integrate new software based solutions necessary for upgrading/updation of KCC system without any additional cost involvement.
Features of Kisan Call Centre (Figure 2.1)
Unified Digitalization Approach to Kisan Call Centre(Figure 2.2)
13. Manpower to be deployed in Kisan Call Centres
a). The Call Centre Agent known as Farm Tele Advisor (FTA) with the prescribed minimum academic qualification in the field of Agriculture or allied sector with excellent communication skills in respective local language shall attend these calls. These Farm Tele Advisors are considered as Level 1 (L1) support of Kisan Call Centres.
b). Essential/Minimum qualification of a Farm Tele Advisor (FTA) will be as follows:
1. A Graduate or above in Agriculture or allied (Horticulture Animal Husbandry, Dairying, Fisheries, Poultry, Bee- keeping, Sericulture, Aquaculture, Agricultural Engineering, Agri. Marketing, Biotechnology, Home Science etc. offered by Agricultural/ Horticultural/ Veterinary Universities) disciplines
2. FTAs should be from the same State. In case eligible candidates from the same state are not available, the Service Provider may appoint a FTA/s belonging to a neighbouring State in the region with proficiency in local language of the State.
3. The FTA must have fluency in the local language/ dialect.
4. Desirable: 1year experience in call centre operation in agriculture and/or allied sectors
c). Kisan Call Centre Supervisors shall be provided in addition to the FTAs, who shall possess a Post-Graduation or higher qualification in Agriculture or Allied Sciences with at least 2 years’ experience of working in a Kisan Call Centre/teaching/research in Universities/Research Institutions of Agricultural and allied subjects owned by Union/State
Governments. A KCC Supervisor, apart from his duties as a KCC Supervisor, shall also be responsible for liaisoning with different stakeholders and resolving the local issues for smooth functioning of the KCC. They shall visit various Knowledge Management Systems to gather information on latest technologies/schemes. They should also make visits at least once in a month to the nearby ICAR Institutes/KVKs/SAUs campus /Block & District level offices of State/UT departments of Agriculture & allied subjects/ Precision Farming Development Centres (PFDC) to get information on latest technologies/schemes. The number of supervisors will depend on total FTA strength i.e. 1 Supervisor for every 10 FTAs for effective monitoring. If the number of FTAs at a Centre is from 11 to 14, then number of Supervisors shall be one only. If the number of FTAs is from 15 to 19, then two Supervisors can be appointed.
The same pattern shall be followed for Centres with FTAs of more than 20.
14. Location of Call Centres
Details of the proposed locations of 21 Kisan Call Centres with the States/UTs and the languages covered are given in Table.2.1. As far as possible, KCCs shall be located in or near a State Agricultural University (SAU) or Agriculture College or State Agricultural Management and ExtensionTraining Institutes (SAMETI) to perform better because of the availability of experts from different disciplines to facilitate better response to farmers’ queries and also technical backstopping of the KCC in terms of subject matter training and capacity building of the FTAs/Supervisors. The Service Provider will select location for various KCCs in a commercial /non- residential area as per its bid in consultation with DA&FW (or with the approval of DA&FW after approval of competent authority). DA&FW may facilitate in getting space to the KCC Service Provider in SAUs or SAMETIs or State Agriculture Department establishments or any other Institution on rental basis (rent paid by the agency). There would be a distinctly separate unit/ enclosure for KCC when it is located in the general call centre of the Service Provider. DA&FW has the right to change the location/state or add/reduce number of locations/states for one or more of the Kisan Call Centres or even completely close one or more locations by clubbing the same with a neighbouring location and vary quantities.
Table 2.1Kisan Call Centre Locations and Languages
Sl. No Location States/ UTs Covered Language
1 Guntur Andhra Pradesh Telugu
2 Hyderabad Telangana Telugu
3 Patna Bihar Hindi
