NAVA RAIPUR ATAL NAGAR SMART CITY CORPORATION LIMITED

(NRANSCCL)
NAVA RAIPUR ATAL NAGAR

Request for Proposal for

“Empanelment of Call Centre Service Provider for Government Services”

RFP No: 01/Call-Centre/MIC(E)/GM(Tech)/MD/NRANSCCL/2024-25, Nava Raipur Atal Nagar, Date:28

/11/2024

NAVA RAIPUR ATAL NAGAR SMART

CITY CORPORATION LIMITED
(NRANSCCL)
Paryavas Bhawan, North Block Sector -19 , Nava
Raipur Atal Nagar (C.G.) Ph. 0771 -2511500 ,
Fax : 0771 -2511400 ,
Email: [email protected],
Website: http://eproc.cgstate.gov.in

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Data Sheet

1 RFP No. 01/Call-Centre/MIC(E)/GM(Tech)/MD/

NRANSCCL/2024-25, Nava Raipur Atal Nagar,
Date: 28/11/2024
2 Name of the Work Empanelment of Call Centre Service Provider for
Government Services.

3 Name of the issuer of this

Nava Raipur Atal Nagar Smart City Corporation Ltd
tender (NRANSCCL)
4 Date of issue of RFP 28/11/2024
document

5 Last date for sending Pre Bid 10/12/2024

Query

6 Date of Pre-bid Meeting 11/12/2024 at 12.00 PM, Venue:- Conference Hall, 4th
floor, NRANVP, Paryawas Bhawan, North Block,
Sector 19, Nava Raipur Atal Nagar, Dist- Raipur
(C.G.)

7 Publishing of pre-bid 13/12/2024 (on https://eproc.cgstate.gov.in)

queries response

8 Last Date for Submission of 23/12/2024 up to 03:00 P.M.

Bid

9 Last Date for Submission of 24/12/2024 up to 03:00 P.M.

hard copy of Bid

10 Date of Technical Bid 24/12/2024 at 04:00 PM

Opening

11 Date of Commercial Bid To be informed later (on https://eproc.cgstate.gov.in)

opening

12 Place of Bid Opening Online

13 Tenure of empanelment This empanelment is initially for 3 years.

14 Address of Communication Manager In Charge (Electrical), Nava Raipur Atal

Nagar Smart City Corporation Limited, Paryawas
Bhawan, North Block, Sector -19, Nava Raipur Atal
Nagar, Chhattisgarh–492002

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15 A non-refundable processing
• Non-refundable processing fee: INR 5900.00 (GST
fee & Earnest Money Deposit excluding) (Online through
https://eproc.cgstate.gov.in)
• Rs. 4,92,000/- (Rupees Four lakh Ninety Two
Thousand only) EMD to be submitted in the shape
of DD/FDR/TDR/Bank Guarantee.

16 Availability of Tender TENDER document can be Download from

Document https://eproc.cgstate.gov.in

17 Validity of Proposal The bid must remain valid 90 days after the
Submission date.

18 Method of Selection L1

19 Bid Submission Bid submission will be online through

https://eproc.cgstate.gov.in only.

• Bidders are required to submit Pre-Qualification &

Technical Documents online only and hard copy of
Power of Attorney in sealed cover separately up to
03:00 PM on last date of bid submission. Financial
Proposal should not be submitted in hard copy.

• Please note that only online bids will be considered

for evaluation of offers.

• Certification by the bidder that online and offline

offer are identical in all respects as per Annexure XII

20 Consortium or JV Not permitted

21 Contact person for sending Manager In Charge (Electrical), Nava Raipur Atal
queries Nagar Smart City Corporation Limited, Paryawas
Bhawan, North Block, Sector -19, Nava Raipur Atal
Nagar, Chhattisgarh–492002
22 Performance Guarantee Rs. 19,60,000/- (Rupees Nineteen lakh Sixty
Thousand only) Performance Guarantee to be
submitted in the shape of DD/FDR/TDR/Bank
Guarantee.

Note
1. The date of opening of the commercial bids will be intimated to the qualified Bidders through
portal only.
2. NRANSCCL reserve the right to cancel/ change any schedule of bidding process. Please visit
https://eproc.cgstate.gov.in regularly for the same.

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Contents
REQUEST FOR PROPOSAL .................................................................................................8
DISCLAIMER .........................................................................................................................9

1 TERMS OF REFERENCE .................................................................................................. 11

2 BACKGROUND INFORMATION .................................................................................. 14

2.1 ABOUT CHHATTISGARH ..........................................................................................14

2.2 ABOUT NRANVP .........................................................................................................14
2.3 BRIEF ABOUT EMPANELMENT OF CALL CENTRE SERVICE PROVIDER .....15
3 INDICATIVE SCOPE OF WORK ............................................................................................... 16

3.1 CALL CENTRE FUNCTIONALITIES .....................................................................................18

3.2 CALL HANDLING PROCEDURE (FOR ALL SERVICE CATEGORIES).......................................19
3.3 IVRS (FOR ALL SERVICE CATEGORIES EXCEPT I) .............................................................21
3.4 CALL RECORD MANAGEMENT (FOR ALL SERVICE CATEGORIES EXCEPT I) .......................21
3.5 OUTGOING CALLS .............................................................................................................22
3.6 MANAGEMENT INFORMATION SYSTEM (MIS) REPORTS REQUIREMENT ..............................22
3.7 RESILIENT OPERATIONS ....................................................................................................22
3.8 CALL CENTRE TIMINGS AND HOLIDAYS .............................................................................23
3.9 LANGUAGES ......................................................................................................................23
3.10 SEAT CAPACITY & SCALABILITY .........................................................................................23
3.11 EMPANELMENT PROCESS ................................................................................................23
3.12 COMPLIANCE, DOCUMENTATION & REPORTING TO NRANSCCL .................................23
4 MINIMUM QUALIFICATION .................................................................................................. 24

5 ELIGIBILITY CRITERIA ................................................................................................ 25

6 INSTRUCTIONS TO THE BIDDERS ............................................................................... 28

6.1 GENERAL .........................................................................................................................28

6.2 COMPLIANT RFP / COMPLETENESS OF RESPONSE .........................................................28
6.3 PRE-BID QUERIES & CLARIFICATIONS ...........................................................................29
6.3.1 Bidders Queries ......................................................................................................... 29
6.3.2 Responses to Pre-Bid Queries and Issue of Corrigendum....................................... 30
6.4 KEY REQUIREMENTS OF THE BID .....................................................................................30
6.4.1 Right to Terminate the Process.................................................................................. 30
6.4.2 RFP processing Fees ................................................................................................ 30
6.4.3 Earnest Money Deposit (EMD) ................................................................................ 31
6.4.4 Submission of Responses .......................................................................................... 31
6.4.5 Authentication of Bids ............................................................................................... 31
6.5 PREPARATION AND SUBMISSION OF PROPOSAL ................................................................31
6.5.1 Proposal Preparation Costs ..................................................................................... 31
6.5.2 Language ................................................................................................................... 32
6.6 EVALUATION PROCESS .....................................................................................................32
6.6.1 Bid Opening ............................................................................................................... 32
6.6.2 Bid Validity ................................................................................................................ 32
6.6.3 Bid Evaluation ........................................................................................................... 33
6.7 DECIDING AWARD OF CONTRACT ...................................................................................38
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6.8 ALLOCATION OF WORK ....................................................................................................39

6.9 PREQUALIFICATION AND TECHNICAL PROPOSAL ............................................................39
6.10 MODIFICATION AND WITHDRAWAL OF BIDS .....................................................................40
6.11 PROPOSAL FORMS ............................................................................................................40
6.12 LOCAL CONDITIONS ........................................................................................................40
6.13 CONTACTING THE NAVA RAIPUR ATAL NAGAR SMART CITY CORPORATION LTD ..........41
6.14 TENTATIVE SCHEDULE OF EVENTS .................................................................................41
6.15 OPENING OF PROPOSAL ....................................................................................................41
6.16 CONFIDENTIALITY ...........................................................................................................41
6.17 EXECUTION OF AGREEMENT ...........................................................................................42
6.18 DURATION OF THE CONTRACT: ........................................................................................42
6.19 TERMS AND CONDITIONS: APPLICABLE POST AWARD OF CONTRACT ............................43
6.19.1 Termination Clause ................................................................................................... 43
6.19.2 Dispute Resolution Mechanism ................................................................................ 44
6.19.3 Notices ....................................................................................................................... 44
6.19.4 Force Majeure ........................................................................................................... 44
6.19.5 Failure to agree with Terms and Conditions of the RFP......................................... 45
6.20 LIMITATION OF LIABILITY ................................................................................................45
6.21 RIGHT OF MONITORING, INSPECTION AND PERIODIC AUDIT ............................................45
6.22 INFORMATION SECURITY .................................................................................................46
6.23 INDEMNITY ......................................................................................................................46
6.24 PAYMENT SCHEDULE ......................................................................................................46
6.24.1 Total Cost of Services ................................................................................................ 46
6.24.2 Payment Milestones .................................................................................................. 46
6.24.3 SLA & RELATED PENALTIES ................................................................................ 47
6.25 EVENTS OF DEFAULT BY THE SELECTED BIDDER............................................................50
6.26 LIQUIDATED DAMAGES ...................................................................................................51
6.27 CONTINUANCE OF THE CONTRACT: .................................................................................52
6.28 CONFLICT OF INTEREST ...................................................................................................52
6.29 SEVERANCE......................................................................................................................52
6.30 GOVERNING LANGUAGE ..................................................................................................52
6.31 “NO CLAIM” CERTIFICATE ..............................................................................................52
6.32 PUBLICITY ........................................................................................................................53
6.33 INTELLECTUAL PROPERTY RIGHTS (IPR) .........................................................................53
6.34 GENERAL .........................................................................................................................53
6.35 FRAUD AND CORRUPT PRACTICES....................................................................................55
6.36 TERMS OF PAYMENT ........................................................................................................57
6.37 OBLIGATIONS ...................................................................................................................57
6.38 NOTIFICATION OF AWARD................................................................................................57
6.39 CONTRACT PERIOD ..........................................................................................................57
6.40 DEEMED ACCEPTANCE .....................................................................................................57
6.41 CHANGES TO SERVICES ....................................................................................................57
ANNEXURES .............................................................................................................................. 57

ANNEXURE I: FORMAT FOR POWER OF ATTORNEY ................................................57

ANNEXURE II- DECLARATION FOR NOT BLACK LISTED .......................................59
ANNEXURE III -DRAFT PERFORMANCE GUARANTEE ............................................60
ANNEXURE V: PARTICULARS OF THE BIDDERS .......................................................62
ANNEXURE VI: FORMAT OF SENDING PRE-BID QUERIES ......................................63
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ANNEXURE VII: PRE-CONTRACT INTEGRITY PACT .................................................64

ANNEXURE IX: PROPOSAL COVERING LETTER ........................................................71
ANNEXURE XI: GUIDELINE FOR E-PROCUREMENT .................................................73
ANNEXURE-XII FORMAT FOR CERTIFYING THAT ONLINE & OFFLINE DOCUMENTS ARE
IDENTICAL ...............................................................................................................................76
ANNEXURE-XIII AFFIDAVIT OF CORRECT INFORMATION ...................................................77

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REQUEST FOR PROPOSAL

FOR
“Empanelment of Call Centre Service Provider for Government Services”

RFP No: 01 /Call-Centre/MIC(E)/GM(Tech)/MD/NRANSCCL/2024-25, Nava Raipur Atal Nagar, Date:

28/11/2024

Nava Raipur Atal Nagar Smart City Corporation Ltd, Government of Chhattisgarh invites
technical and financial proposals from reputed Call Centre service providers of national
and international repute for getting empanelled with the Government of Chhattisgarh to
undertake Call Centre Service assignments.

The document can be downloaded from the Website: https://eproc.cgstate.gov.in. This tender
shall be deemed to have been done after careful study and examination of this document
with the full understanding of its implications. This section provides general information
about the Issuer, important dates and addresses and the overall eligibility criteria for the
parties.

Issuer and Address for business query and Correspondence

Managing Director
Nava Raipur Atal Nagar Smart City Corporation Ltd,
Paryawas Bhawan, North Block,
Sector -19, Nava Raipur Atal Nagar, Chhattisgarh–492002
Tel.: +91-771-2512500 Email: [email protected]
Website: https://eproc.cgstate.gov.in,

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DISCLAIMER
1. The information contained in the RFP document or subsequently provided to applicants,
whether verbally or in documentary or any other form by or on behalf of NRANSCCL or any of
their employees or advisers, is provided to Bidders on the terms and conditions set out in this RFP.
2. Though adequate care has been taken in the preparation of this RFP, the Bidder should
satisfy himself that the document is complete in all respects. Intimation of discrepancy, if any,
should be given to the MD, Nava Raipur Atal Nagar Smart City Corporation Ltd immediately
before the last date of purchase of the RFP document.
3. The RFP is not an agreement and is neither an offer nor invitation by the NRANSCCL to
the prospective Bidders or any other person. The purpose of this document is to provide interested
parties with information that may be useful to them in the formulation of their Proposals pursuant
to this RFP. The RFP may include statements, which reflect various assumptions and assessments
arrived at by the NRANSCCL in relation to the requirement. Such assumptions, assessments and
statements do not purport to contain all the information that each Bidder may require. The RFP
may not be appropriate for all persons, and it is not possible for NRANSCCL, its employees, or
advisers to consider the objectives, technical expertise and particular needs of each party who
reads or uses the RFP. The assumptions, assessments, statements and information contained in the
RFP, may not be complete, accurate, adequate or correct, each Bidder should, therefore, conduct
its own investigations and analysis and should check the accuracy, adequacy, correctness,
reliability and completeness of the assumptions, assessments and information contained in the
RFP and obtain independent advice from appropriate sources.
4. Information provided in the RFP to the Bidders is on a wide range of matters, some of which
depends upon 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.
NRANSCCL accepts no responsibility for the accuracy or otherwise for any interpretation or
opinion on the law expressed.
5. Nava Raipur Atal Nagar Smart City Corporation Ltd, its employees and advisers make no
representation or warranty and shall have no liability to any person including any Bidder under
any law, statute, rules or regulations or tort, principles of restitution or unjust enrichment or
otherwise for any loss, damages, cost or expense which may arise from or be incurred or suffered
on account of anything contained in the RFP or otherwise, including the accuracy, adequacy,
correctness, reliability or completeness of the RFP and any assessment, assumption, statement or
information contained therein or deemed to form part of the RFP or arising in any way in this
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Selection Process.
6. Nava Raipur Atal Nagar Smart City Corporation Ltd also accepts no liability of any nature
whether resulting from negligence or otherwise arising from reliance of any Bidder upon the
statements contained in the RFP.
7. Nava Raipur Atal Nagar Smart City Corporation Ltd 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 the RFP which shall be posted only on the website of
NRANSCCL, at www.navaraipuratalnagar.com. It shall be the responsibility of the interested
bidders to keep themselves informed about the same.
8. The issue of this RFP does not imply that Nava Raipur Atal Nagar Smart City Corporation
Ltd is bound to select a Successful Bidder for the project and Nava Raipur Atal Nagar
Smart City Corporation Ltd reserves the right to reject all or any of the Proposals without
assigning any reasons whatsoever.
9. The Bidder 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 Nava Raipur Atal Nagar Smart City Corporation Ltd or any other costs
incurred in connection with or relating to its Proposal. All such costs and expenses shall
remain with the Bidder and Nava Raipur Atal Nagar Smart City Corporation Ltd shall not
be liable in any manner whatsoever for the same or for any other costs or other expenses
incurred by a Bidder in preparation or submission of the Proposal, regardless of the
conduct or outcome of the Selection Process.

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1 TERMS OF REFERENCE
1.1 Transfer of RFP

The RFP Document is not transferable to any other bidder. The bidder who purchases the
document and submits the Bid shall be the same.

1.2 Completeness of Response

Bidders are advised to study all instructions, forms, terms, requirements and other information
in the RFP documents carefully. Submission of bid shall be deemed to have been done after
careful study and examination of the RFP document with full understanding of its implications.

The response to this RFP shall be full and complete in all respects. Failure to furnish all
information required by the RFP document or submission of a proposal not substantially
responsive to the RFP document in every respect shall be at the Bidder's risk and may result in
rejection of its Proposal and forfeiture of the Bid EMD.

1.3 Proposal Preparation Costs and Related Issues

The bidder shall submit the bid at its cost and NRANSCCL shall not be held responsible for any
cost incurred by the bidder. Submission of a bid does not entitle the bidder to claim any cost and
rights over NRANSCCL, and NRANSCCL, shall be at liberty to cancel any or all bids without
giving any prior reason or notice. NRANSCCL shall in no case be responsible or liable for the
cost regardless of the conduct or outcome of the bidding process. The RFP does not commit
NRANSCCL, to award a contract or to engage in negotiations.

1.4 Amendment of RFP Document

On any day prior to the bid submission deadline, if NRANSCCL, deems it appropriate to revise
any part of this RFP or to issue additional data to clarify an interpretation of provisions of this
RFP, it may issue amendments/ supplements to this RFP. Such amendments/supplements shall
be put on by the NRANSCCL on website (eproc.cgstate.gov.in). These amendments/
supplements will not be published separately in any newspaper. The onus of looking up the
amendments/ supplements on the NRANSCCL, website is of the bidder. NRANSCCL, shall not
be responsible in case any bidder misses the same. NRANSCCL, also reserves the right to
amend the dates mentioned in this RFP for successful bid process.

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1.5 Right to Terminate or Amend the Bid Process

NRANSCCL may terminate the RFP process at any time and without assigning any reason.
NRANSCCL reserves the right to amend/ edit/ add/ delete any clause of this RFP before a day
from the deadline of receiving bid. All such changes shall be put on website and shall not be
published in any news paper. It is bidder’s responsibility to check the website from time to time.

1.6 Late Bids and Bid Validity Period

Any Bid received by NRANSCCL, after the deadline for submission of Bids shall be declared
late and shall be rejected and returned unopened to the Bidder at the discretion of NRANSCCL.
The validity of the bids submitted before deadline shall be till 90 days from the last date of
submission of the Bid.
1.7 Language of Bid

This bid shall be submitted in English language only. If any supporting documents submitted are
in any language other than English, translation of the same in English language is to be duly
attested by the bidder and submmitted with the bid, and English translation shall be validated at
Nava Raipur Atal Nagar Smart City Corporation Ltd, discretion.
1.8 Clarification or Query Regarding the Bid

In case of any bid query, the bidder shall mail their query [email protected] or
[email protected]. We prefer queries over email. Queries can be sent by post also at
NRANSCCL office address. The last date for receiving bid queries is 10 /12/2024.

1.9 Change in Laws and Regulations

Unless otherwise specified in the Contract, if after the date of the Invitation for Bids, any law,
regulation, ordinance, order or bylaw having the force of law is enacted, promulgated,
abrogated, or changed that subsequently affects the Delivery Date and/ or the Contract Price,
then such Delivery Date and/ or Contract Price shall be correspondingly increased or decreased,
to the extent that the bidder has thereby been affected in the performance of any of its
obligations under the Contract.

1.10Confidentiality

The bidder shall keep all the information pertaining to the assignment CONFIDENTIAL and
shall not provide/disclose any information of the assignment to anybody except on specific
instructions from NRANSCCL.
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1.11Proposal Submission

The Proposals must reach company as per the Last date and time for submission of RFP. Any
proposal received by company after the deadline for submission shall be returned unopened.
Company shall not be responsible for any delay on the part of bidder.

1.12Force Majeure

The bidder shall not be liable for forfeiture of its Performance Security, liquidated damages, or
termination for default if and to the extent that it’s delay in performance or other failure to
perform its obligations under the Contract is the result of an event of Force Majeure. For
purposes of this Clause, Force Majeure means an event or situation beyond the control of the
bidder that is not foreseeable, is unavoidable, and its origin is not due to negligence or lack of
care on the part of the bidder. Such events may include, but not be limited to, acts of
NRANSCCL in its sovereign capacity, wars or revolutions, fires, floods, epidemics, quarantine
restrictions, and freight embargoes.
If a Force Majeure situation arises, the bidder shall promptly notify MD, NRANSCCL, in
writing of such condition and the cause thereof. Unless otherwise directed by NRANSCCL, in
writing, the bidder shall continue to perform its obligations under the Contract as far as it is
reasonably practical, and shall seek all reasonable alternative means for performance not
prevented by the Force Majeure event.

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2 BACKGROUND INFORMATION
2.1 ABOUT CHHATTISGARH
Chhattisgarh, a 21st-century State, came into being on November 1, 2000. Larger than
Tamil Nadu, it is just the right size and is also fortunate to have a low population density.
Good Governance is the highest priority in this Fast Track State. There is both policy
stability as well as political stability. Government has been kept small and the State is in
excellent fiscal health.
Chhattisgarh is truly a land of opportunities. With all major minerals including diamonds
in abundance, it is the richest State in mineral resources. There are mega industries in Steel,
Aluminium and Cement. Chhattisgarh contributes substantially to the Human Resources of
India. Several hundred students from the State qualify for admissions in prestigious
academic institutions every year. Bhilai, the knowledge capital of the State, alone sends
over 50 students to the elite Indian Institutes of Technology every year.
Its’ large power surplus is attracting power-intensive industries, and the State is poised to
become the power-hub of the nation. Its central location helps easy power transmission to
any part of the country. 12% of India's forests are in Chhattisgarh, and 44% of the State's
land is under forests. Identified as one of the richest bio-diversity habitats, the Green State
of Chhattisgarh has the densest forests in India, rich wildlife, and above all, over 200 non-
timber forest produces, with tremendous potential for value addition. One third of
Chhattisgarh's population is of tribes, mostly in the thickly forested areas in the North and
South. The central plains of Chhattisgarh are known as the “Rice Bowl” of Central India.
Female literacy has doubled in the last decade, and male literacy is higher than India's
average. Gender ratio is next only to Kerala. Bastar is known the world over for its unique
and distinctive tribal heritage. The Bastar Dashera is the traditional celebration of the
gaiety of tribal. Many virgin, unexplored tourism destinations are there is all the parts of
Chhattisgarh.

2.2 ABOUT NRANVP

Government of Chhattisgarh (GoCG) has decided to develop a new capital city named
"Nava Raipur Atal Nagar" formerly known as “Naya Raipur” near the present-day Capital
City of Raipur for the State Capital functions supported by all other function required for
sustainable city such as physical and social infrastructure, residential, institutional
commercial and industrial developments.

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NRANVP/NRANSCCL is a special area development authority established by GoCG

under the Chhattisgarh Nagar Tatha Gram Nivesh Adhiniyam 1973 for development and
administration of Nava Raipur Atal Nagar.

NRANVP/NRANSCCL is developing Nava Raipur Atal Nagar as per the provision of the
"Nava Raipur Atal Nagar Development Plan - 2031". As a part of development, plots /
parcels of land are being allotted for different uses including those for Residential
Development under the provisions of "Chhattisgarh Vishesh Kshetra (Achal Sampatti ka
Vyayan) Niyam, 2008." The development and construction on the land shall be governed
by the Chhattisgarh Nagar Tatha Gram Nivesh Adhiniyam, 1973, Nava Raipur Atal Nagar
Development Plan 2031 and "Chhattisgarh Bhumi Vikas Niyam 1984" as applicable from
time to time

2.3 BRIEF ABOUT EMPANELMENT OF CALL CENTRE SERVICE PROVIDER

In order to implement and manage various initiatives by the Government of Chhattisgarh,

NRANSCCL propose to empanel reputed Call Centre Service Provider having relevant
experience of providing Call Centre services in terms of:

i. Call taker along with the necessary infrastructure to run a call centre in single or
multiple shifts with no CRM (workflow engine) (For example: PRI line, desktop,
softphone, desk phone, call taker application (IVRS, ACD, voice logging),
required licenses etc.)

ii. Call taker along with the necessary infrastructure to run a call centre in single or
multiple shifts with CRM (workflow engine) (For example: PRI line, desktop,
softphone, desk phone, call taker application(IVRS, ACD, voice logging), CRM
module (workflow engine), required licenses etc.)

to various government departments and/or public listed companies or private limited

companies. The empanelled bidders would be expected to provide Call centre services as
listed above to various departments of Government of Chhattisgarh for the on-going/new
projects. The above-mentioned support would be for a definite period and will not amount
to any kind of employment obligation on the part of NRANSCCL.

Bidders will be empanelled at State level for providing Call centre services for the
indicative list of areas defined in Scope of Work in the RFP. The empanelment will be
initially for a period of three years, which can be extended/ renewed through mutual
consent for a further period.

The response to this RFP by bidder needs to be supported by adequate documentary

credentials, about bidder’s expertise in similar projects. The selection of bidder for
empanelment shall depend on the credentials provided by them with respect to
organization capacity in terms of turnover, no of resources, presence in state, and expertise
in similar, etc.
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The responses received pursuant to this RFP will be evaluated as per the criteria specified
in this document and the nature quantum and Scope of work for specific projects will
evolve depending upon the requirements of State government departments and agencies.

Interested parties may view and download the tender document containing the detailed
terms & conditions from the website https://eproc.cgstate.gov.in.The bids are to be
submitted as per procedure given in this document.

Financial bids as per Annexure X have been invited from the empanelled bidders the
various categories of resources against the service charge as defined in this document.

For any specialized services beyond the scope of this RFP, to be availed by any
Department, the empanelled firms will be requested for separate price quotations through
NRANSCCL.

3 Indicative Scope of Work

It has been NRANSCCL constant effort to provided most innovative programs aimed to
Improve transparency in department operations
Improve service delivery process of a department
Cut down the lengthy processes for the convenience of the citizen or for the department
The empanelled agencies shall be able to take up assignments for providing Call Center
services to various departments of Government of Chhattisgarh broadly in following areas
but not limited to:
i. Grievance Redressal System
ii. Feedback System
iii. Programme related call centre (Health, WCD etc)
iv. Specific Service Based Call Centre
v. Counselling Call Centre
vi. Integrated Call Centre
The empanelled agencies shall be providing below listed services (from their premise – in
Nava Raipur Atal Nagar, Chhattisgarh) for aforementioned areas:

i. Service Category I: Call Centre Agents along with the necessary infrastructure (at
their premise within Nava Raipur Atal Nagar) to run a call centre in single or
multiple shifts (For example: PRI line, desktop, softphone, desk phone, call centre
application (IVRS, ACD, voice logging) , required licenses etc, with no CRM
module)

In this case, Call centre agency will provide call centre agents, projects to the
hiring department. In this scenario, all the necessary infrastructure for handling call
(PRI line as per department scope, call centre application, desktop/laptop, internet,
necessary licenses etc) will be provided by the call centre agency. However, CRM

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or any other tool necessary for workflow management will be provided by the
hiring department

ii. Service Category II: Or Call taker along with the necessary infrastructure (at
their premise within Nava Raipur Atal Nagar) to run a call centre in single or
multiple shifts (For example: PRI line, desktop, soft phone, desk phone, call centre
application (IVRS, ACD, voice logging), required licenses etc) (With CRM
module – Workflow)

In this case, Call centre agency will provide call centre agents, projects to the
hiring department. In this scenario, all the necessary infrastructure for handling call
(PRI line as per department scope, call centre application, desktop/laptop, internet,
necessary licenses etc) will be provided the call centre agency. In addition to this, a
CRM tool will be provided which will include features but not limited to:
collecting information, raising ticket, escalation matrix, workflow management
(department wise), closure, follow up etc

More detailed scope listed below Service Category wise I & II:

1. The Call Centre Agency will be responsible for handling end-to-end operations of the call
centre operations for the hiring department.

2. The Call Centre will handle inbound and/or outbound calls & SMS alerts on the mobile
number of the caller.

3. Based on the area for which the Call Centre is being established by the department the
information may be for Request for Information, Submit a Grievance or feedback system
about a scheme etc.

4. The infrastructure, space for operations, call centre application, call centre agents, CRM
will be owned and managed by the call centre agency at their own premise.

5. The call centre number shall be accessible from all Mobile and Landline networks.

6. The Call Centre Agency will be responsible for providing a Call Record Management
system (minimum storage for 180 days). The Call Centre Agency has to develop/provide
all the applicable application / system for their call centre operation.

7. It is proposed to have Call Centre number in two languages, i.e., English and Hindi.

8. Based on the requirement from the hiring department the call centre shall be operational
24X7X365 days

9. Based on the requirement from the hiring department, the no of the call centre agent may
be increased or decreased at any time

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10. NRANSCCL officials/hiring department may inspect the call centre at any time during
the currency of the contract.

3.1 Call Centre Functionalities

A call centre may offer various set of services through various modes of communication that are
best suited to the citizens. These modes of communication form the basic functionalities of a call
centre. Some of these modes of communication and functionalities of a typical call centre are as
given below:

Inbound Calling

Citizens may call the call centre for availing the desired service. Once, a call centre receives the
call from the citizen, it will provide information related to government schemes and
programmes, healthcare services and other related areas. Interactive Voice Response System
(IVRS) connects callers to a trained call centre agent for personalized assistance.

Some of the services and information which may be provided through inbound calling are as
follows:

a) promotion of government programmes and schemes among callers and health workers

b) Grievances on the services provided by a department etc

The call may be first handled by an IVR system wherein the IVRS provides the list of services
that a caller can avail through the call centre. This feature provides the caller a self-service
option to get the desired information and services. In case caller has unresolved queries, the
IVRS may route the call to a call centre agent for personalized assistance. Call centre agent will
assist the caller in order to get the queries resolved or raise a ticket id for further proceeding by
the department

Outbound Calling

State/UT may desire to connect with the targeted beneficiaries for various purposes such as:

a) Validation of the beneficiaries’ data in the system

b) Creating awareness about the various government schemes and programmes

c) Getting feedback on the healthcare services or any other services received by the beneficiaries

Outbound calls may be made from the call centre to beneficiaries / health workers registered in
the system for validation of the data and awareness generation. Call centre agents make calls to
beneficiaries and health workers for data validation and spreading awareness of various
government schemes and programmes. In case where a specialized medical help is required, the
call may be forwarded to the medical consultant.

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3.2 Call Handling Procedure (for all service categories)

1. Calls should be answered within 3 rings with hold time not more than 15 seconds.

2. The caller can choose from the language options English or Hindi through an IVRS.

3. The caller should then be prompted by the IVRS to choose whether he/she has a query or
a grievance; this would be in the language previously selected by the caller. Based on the
response, the caller should be connected to a Call Centre Agent (CSA).

4. All interactions will be logged and maintained in the Call Centre for analysis at a later
stage.

5. The Successful Bidder should also provide Voice Logging facility for recording and
playing back CSA’s conversations so that it can be used to monitor agent performance on
random basis and to provide proof of transaction records. Such recordings shall be
preserved for at least six months.

6. At broad level, The CSA should establish the identity of the caller with reference to
information available. The CSA will respond to information requested by the citizen(s)
by looking up the details available or by registering his/her queries and share a ticket id
for the same (via SMS). This ticket id will be used for tracking the status of the
Grievances/issues/complaints etc.* (please see below CRM scope)

7. The CSAs should record the name, address, contact details, queries, scheme type, reply to
the query etc (this might get change based on the actual scope of work from the hiring
department). in a suitable format which is approved by the hiring department. The
information would be stored in the CRM tool and would be used for the purpose of
preparing MIS reports. The information would be required for analysis by the hiring
department at regular intervals.

8. Upon a response to the complete satisfaction of the caller’s query/or after registering
his/her query the CSA should log the details requested in the CRM and then disconnect
the call. If in case, the CSA is unable to respond to the request of the caller, the CSA
should redirect the call to the floor manager.

* (CRM scope but not limited to):

i. Once the ticket id is generated from the CRM tool (department owned/CRM basic or
CRM advanced), workflow management should be triggered. The CSA should have the
feature to search and see what the status of ticket ID is if in case the citizen calls back –
to share the update request. And if required, an option to add additional remark on the
ticket id and escalate matter.

ii. In case of service category I, the hiring department will provide the access to their
internal CRM to the Call centre agents to raise the ticket on the CRM tool. Call Centre
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agency to ensure there is some linkage between call centre application and ticket id raised
on the CRM tool for easy access, dash boarding or for any other purpose. The hiring
department will give initial level training to call centre supervisors on how to use their
CRM at their premise.

iii. In case of service category II, the hiring department should be given access to workflow
management and custom changes, trainings, email id etc. should be made to use the CRM
tool. The CSA should now forward the complaints to concerned authority in via Email,
SMS or Phone, following up / escalating whenever required. These all activities will have
to be managed through a CRM tool.

iv. Depending on the type of complaint and severity of the complaint the CSA should notify
the concerned authority of the grievance. These requests should reflect in the GMS access
given to hiring department team. They should also be notified of the Request through
system generated emails sent to the concerned hiring department officers. The email body
should contain the exact request/grievance of the caller.

v. The hiring department official, each having an unique user ID and password for accessing
the CRM via internet from a regional office should only be able to view the Grievances,
severity and their status (i.e. Grievance logged / Work in Progress / Escalated / Closed)
which are specific to their department/sub department/location.

vi. The CSA will also have to make outbound calls in cases where: A grievance (ticket) is of
a high priority and needs to be notified to the concerned authority of hiring department
immediately. An escalation has to be made of a high priority grievance due to non-
resolution of the grievance in the defined timelines.

vii. The CRM should allow the CSA to log the following details:

Caller Name Address Nature of Grievance Severity of Grievance (will be

pre-defined by hiring department) Concerned Authority responsible for resolution
of the Grievance (pre-fetched from data already fed in the CRM) Time of logging
the Grievance CSE’s Name who logged the call

viii. Once the Grievance/ticket is logged, the concerned authority (will be pre-defined by
hiring department) should be notified via Email, SMS or Phone Call depending on the
severity of the Grievance.

ix. The CRM should also have functionality to get integrated with the CM dashboard and
real time data of the grievances/ticket id registered and resolved/pending should be
available at any given point of time.

x. A super user access should also be provided to the hiring department where the CRM
should reflect status of Grievances across all regions.

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Escalation of a Grievance/ticket id

In case the Grievance/ticket is not closed by the concerned authority within the pre-defined
timelines, the CRM should be capable of auto-escalating the Grievance/ticket to the higher
authority. Depending on the severity of the ticket id, the CSA may also be required to call the
higher authority notifying the escalation due to non-closure of the Grievance.

3.3 IVRS (For all service categories except I)

The IVRS should support English & Hindi languages. It shall be possible to customize the IVRS
welcome prompt, menu and sub-menus as per the requirement of hiring department. It shall have
Automatic Call Distribution feature based on Skill, Idleness, and utilization of each CSA. It
should also support to hold calls in case all the CSAs are busy. It should be able to generate MIS
reports automatically.

3.4 Call Record Management (for all service categories except I)

The Call Record Management will have to be developed/ maintained/ customized by the call
centre agency as per the requirement of the hiring department

1. The application should be capable of logging the following details but not limited to:

Name of Caller

Exact Query of the caller

Category of Query/Grievance

Sub Category of Query/Grievance

Brief Response of the CSA to the Query/Grievance

Time of call

Name of CSA who handled the call

2. The CRM should be capable of auto-generating a query/Grievance ID for each

query/Grievance recorded.

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

4. The application may also have the provision to build database of FAQs and their standard
answers.

5. Database of storing all the calls received should be maintained in the application.
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6. The application should have a report generation module providing various MIS and statistical
reports based on the call records database as required by hiring department from time to time.

7. The user should be given the choice to set various filters like period (from-date and to-date),
time of day, category of query and various other attributes and their combinations while
generating an MIS report from the database.

8. Some ad-hoc/on-demand MIS Reports may also need to be generated as and when required by
hiring department.

3.5 Outgoing Calls

The CSA may have to call the various officers of hiring department for escalation purpose. All
the call details –like calls made to which number, duration of call, date and time of the call etc.
details will have to be provided on a regular basis.

3.6 Management Information System (MIS) Reports Requirement

MIS Reports: Few sample reports are as below. These are only indicative. Exact reports will be
decided after award of contract.

· Number of incoming calls handled

· Number of outgoing calls placed

· Average talk time for calls handled - measured

· Average active time per call

· Summary of the interval of time required for handling incoming calls

· Number of calls exceeding threshold (i.e. calls waiting in queue longer than given time)

· Average time in queue by call type

· Number of abandoned calls

The call centre agency will provide any other reports relevant to demonstrate the functioning of
the Call Centre. The required report must be generated from the system automatically not
manually

3.7 Resilient Operations

The successful bidder should have provisions to have a backup location wherein the call centre
operations of NRANSCCL/hiring department can temporarily shift, till resumption of original
status, in case of any failures related to people, technology or natural calamities.

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3.8 Call Centre Timings and Holidays

Needs to be 24 X 7 X 365 days. However, the hiring department will list their specific needs.

3.9 Languages

The Call Centre’s CSAs will initially use two languages – Hindi and English. The proportion of
CSAs allocated amongst the two languages will be informed as part of the specific EOI.

3.10 Seat capacity & scalability

Refer eligibility criteria

Please note that this is only indicative scope of work which and the specific scope of
work including detailed activities shall be specified by respective departments while
awarding Call Centre Service engagements to the empanelled Call Centre service
provider firms.

3.11 Empanelment Process

i. NRANSCCL shall share requirement with the empanelled agency(ies) along with
Job description. Minimum number of call centre seat required, which type of
service category required by the hiring department. Minimum qualification for
call centre agents, supervisor and quality analyst are mentioned below in Section
4. The Interested Call Centre agency needs to ensure the deployed Call Centre
agents should adhere to minimum qualification.
ii. NRANSCCL shall be free to simultaneously share the same requirement to
multiple empanelled agencies.
iii. Objection or clarifications, if any, to the requirement raised by NRANSCCL must
be reported to the HR section/office of NRANSCCL by the empanelled agency
within three (3) working days counted from the date of requirement sharing;
otherwise it would be assumed that the agency has accepted the shared
requirement. The requirement shall be shared through official emails or letter.

3.12 Compliance, Documentation & Reporting to NRANSCCL

i. The empanelled agency shall be in obligation to pay the salary on or before 10th of every
month to its operators/vendors.
ii. The agency will have to make the payments of Salary directly into the Bank Account of
the deployed resources.
iii. Any unjustified delay in crediting the salary of the candidate or any other non-compliance
of Govt. Rules/Regulations may result in termination of contract and blacklisting of the
agency at the sole discretion of NRANSCCL.
iv. Although NRANSCCL will release the payment of Agency at the earliest as per the
billing cycle, but still if there is a delay, the empanelled agency shall not hold the salary
of the deployed resources even if there is delay up to 3-Months from NRANSCCL in
processing the invoice of empanelled agency.
v. The empanelled agency shall discharge its liability in respect of Employees Provident
Fund under The Employees’ Provident Funds and Miscellaneous Provisions Act, 1952.

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vi. The empanelled agency shall also bear other charges like additional Salary, ESIC, Group
Insurance etc.
vii. Each deployed resource shall be provided with ID Card and e-mail ID of the Agency
domain name by the empanelled agency. All expenses on this head will be borne by the
agency only.
viii. The resources deployed by the empanelled agency shall be of sound physical and mental
health and should follow the code of conduct of NRANSCCL throughout his service
tenure with NRANSCCL. In case of violation of this code of conduct, appropriate
disciplinary action shall be taken against the resource and the agency shall be penalised as
per SLA.
ix. The empanelled agency shall employ at least one competent representative whose name,
address, telephone number, identity proof shall be communicated in writing to the HR
Section of NRANSCCL, to supervise the deployment, HR Management and performance
of deployed resources. The said representative, or if more than one are employed, then
one of such representatives, shall be present whenever required and should be
approachable in person or on phone to NRANSCCL for discussion and meetings.
x. The empanelled agency shall provide and be responsible for payment of salaries and other
statutory privileges and facilities as applicable to deployed resources as per relevant and
applicable law/rules/regulations and orders of the Central/State Government or local
authorities or other authorities as are in force from time to time.
xi. The empanelled agency shall maintain all records/registers as required under various Acts
and other statutory laws in force and as amended from time to time, and produce the same
before the Statutory Authorities as well as NRANSCCL as and when required.
xii. The empanelled agency shall, in the event of employees sustaining any injury or
disablement due to an accident or any other cause arising out of and in the course of his
employment, provide necessary medical treatment and pay compensation, if any, required
under applicable Act and law. It shall not be the responsibility of NRANSCCL to
reimburse the amount to the agency.
xiii. The empanelled agency shall comply with all the applicable laws in force and in effect.

4 Minimum Qualification
This is the indicative list of positions. NRANSCCL may ask for providing resources for other
than the below list.
Position Name Minimum Qualification
Call Centre Agents Minimum 10 + 2 Pass, with basic computer literacy, fluency in
either of the language English or Hindi

Supervisor Graduate in any domain with 3+ years of relevant experience

as supervisor in Call Centre Operation
Quality Analyst Graduate in any domain with 3+ years of relevant experience
as quality analyst in Call Centre Operation
Manager Graduate in any domain with 5+ years of relevant experience
as Manager

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5 ELIGIBILITY CRITERIA
The bidder must possess the requisite experience, strength and capability in providing the
Call Centre Service Provider to various departments / offices / boards / directorates of the
Government of Chhattisgarh. The bidder must also possess the technical know-how and the
financial wherewithal that would be required for successfully providing services sought by
the MD, Nava Raipur Atal Nagar Smart City Corporation Ltd, for the entire period of the
contract. The bids must be complete in all respect and must comply with all terms and
conditions stipulated in this document. The invitation to proposal is open to all bidders who
qualify the eligibility criteria as given below:

S. Basic Specific Requirements Documents Required

No. Requirement

1 Bidder The bidder should be a registered a) Certificate of registration or firm

Company in India under companies Act registration or proprietary
1956 OR 2013 OR LLP Act 2008 registration
OR Partnership at 1932, Should
have a valid GST certificate and b) GST Registration certification
operating in India for the last
three years c) Copy of CA Certificate/audited
annual accounts for any of the last 3
financial years i.e. FY 2021-22, FY
2022-23 & FY 2023-24

(In case of non-availability of

audited annual report for FY 2023-
24, provisional accounts duly
certified by CA (with UDIN
number) will be accepted)"
2 Bidder The Bidder should have a Extracts from the audited Balance
Turnover Minimum Average Annual sheet and Profit & Loss Account OR
Turnover of INR 25 Crores in IT/ Certificate from the statutory auditor
ITeS / Telecom Solutions/ BPO OR Certificate from CA.
in last three financial years (FY
2021-22, 2022-23 & 2023-24). In (The bidder should submit the
case of non-availability of Chartered Accountant certificate
audited annual report for FY specifically on the average annual
2023-24, provisional accounts turnover for running business for
duly certified by CA (with UDIN supplying of similar type of
number) will be accepted services)
3. Bidder The Bidder must have experience i. Work Order or Contract
Experience of running Call Centre Agreement
and Technical Services/BPO services and should ii. Successful completion certificate
Capability by the client or on-going certificate
have at least provided 250
by the client (As part of point ii. For
physical seats (call center continuous contracts: CA certificate
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S. Basic Specific Requirements Documents Required

No. Requirement

agents/customer service can be accepted on average no of

associates/customer service seats billed to client in a Financial
executives) in any of the last three year)
FY year (FY 2021-22, 2022-23 &
2023-24) in a single work order
for any Government
Organization/ Nationalized Bank/
PSU/ Public listed/Private
company.

4 Bidder Bidder must have successfully i. Work Order or Contract

Experience managed Call centre/BPO Agreement
and Technical services having work orders
Capability ii. Successful completion certificate
value of more than INR 10 cr in
by the client or on-going certificate
any of the last three FY year (FY
by the client
2021-22, 2022-23 & 2023-24) in
a single work order for any (As part of point ii. for continuous
Government Organization/ contract: CA certificate can be
Nationalized Bank/ PSU/ Public accepted for confirmation on
listed/Private company payment received along with invoice
copy)

5 Bidder The bidder should have Extracts from the audited Balance
Positive Net positive net worth over the sheet and Profit &Loss Account; OR
Worth last three financial years
Certificate from the statutory auditor
(i.e. FY 2021-22, FY
OR
2022-23, FY 2023-24).
(Provisional CA Certificate from CA
Certificate for FY 2023-24
is also acceptable)
6 Bidder The Bidder should have at 1. PF /ESIC Certificate
Manpower least 500 call center agents on 2. Certificate from HR Head of the
Capacity its payroll on the date of bid company
submission
7 Blacklisting The bidder should not have been Self-Declaration Certificate with
black listed by Central Rs.50/- Stamp paper
Government/ State Government/ that the Bidder is not blacklisted.
Government Organization/ (Certificate to be
Nationalized Bank/ PSU/ Public enclosed in the bid duly signed by
listed/Private company or any the authorized signatory on its letter
other State Government for head).
breach of Contractual Conditions
as on bid calling date.

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S. Basic Specific Requirements Documents Required

No. Requirement

8 Authorized A power of attorney / Board Power of attorney/Board resolution

Representativ resolution in the name of the copy
e person signing the bid.
from Bidder

9 Local support The Bidder should have its Rent Agreement/ Contract
office operational call centre in Nava Agreement/ Agreement with
Raipur Atal Nagar, Chhattisgarh. department
Or should give undertaking to
open call centre/ BPO service
centre in 3 months in Nava Or undertaking to open a BPO/call
Raipur Atal Nagar from bid centre in 3 months in Nava Raipur
submission date. Atal Nagar from bid submission
date.

10 Company Bidder should have at least two Proof of valid certificate as on date
Certification certificates from below list: of bid submission. In case of any
ISO 9001:2015 certificate is expired, renewal
ISO 27001:2013 application for the same will be
ISO 20000-1:2011 or above accepted.

Note: - Only those bidders who meet the pre-qualification criteria specified above will be
eligible to respond to this RFP. The bidder’s pre-qualification proposal shall contain the
relevant information & supporting documents to substantiate the eligibility of the bidder vis-à-
vis the pre-qualification criteria.

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6 INSTRUCTIONS TO THE BIDDERS
6.1 General
a) While every effort has been made to provide comprehensive and accurate background Information and requirements and specifications,
Bidders must form their own Conclusions about the services required. Bidders and recipients of this RFP May wish to consult their own legal
advisers in relation to this RFP.
b) All information supplied by Bidders may be treated as contractually binding on the Bidders, on successful award of the assignment by the
NRANSCCL on the basis of this RFP.
c) No commitment of any kind, contractual or otherwise shall exist unless and until a formal written contract has been executed by or on behalf
of the NRANSCCL. Any notification of preferred bidder status by the NRANSCCL shall not give rise to any enforceable rights by the
Bidder. The NRANSCCL may cancel this public procurement at any time prior to a formal written contract being executed by or on behalf of
the NRANSCCL.
d) This RFP supersedes and replaces any previous public documentation & Communications, and Bidders should place no reliance on such
communications.

6.2 Compliant RFP / Completeness of Response

a) Bidders are advised to study all instructions, forms, terms, requirements and other bidders are advised to study all instructions, forms,
requirements, appendices and other information in the RFP documents carefully. Online submission of the bid / proposal shall be deemed to
have been done after careful study and examination of the RFP document with full understanding of its implications
b) Failure to comply with the requirements of this paragraph may render the Proposal non-compliant and the Proposal may be rejected. Bidders
must:
i. Comply with all requirements as set out within this RFP.

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ii. Include all supporting documentations specified in this RFP.

6.3 Pre-Bid Queries & Clarifications

6.3.1 Bidders Queries

a) The Bidders will have to ensure that their queries for Pre-Bid should reach to NRANSCCL by email (Excel File only) on or before last date for
sending pre-bid queries mentioned in Fact Sheet of this document through the e-mail of only authorized representative of the bidder.
b) Bidders are requested to submit the e-mail address and mobile no. of one authorized person for all communications along with the registration.
c) The queries should necessarily be submitted in the following format:

S. RFP Document RFP Document Content of RFP Points of Remark

No. Reference(s) , Reference Page requiring Clarification
Section Number(s) Number(s) Clarification(s)

1.
2.
3.
4.
5.
6.
d) NRANSCCL shall not be responsible for ensuring that the bidder’s queries have been received by them. Any requests for clarifications post the
indicated date and time may not be entertained by the NRANSCCL.
e) Bidders must confirm their participation in advance.

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The purpose of the meeting is to provide Bidders information regarding the RFP, project requirements, and opportunity to seek clarification regarding
any aspect of the RFP and the project. However, the ‘NRANSCCL’ reserves the right to hold or re-schedule the Pre-Bid meeting.

6.3.2 Responses to Pre-Bid Queries and Issue of Corrigendum

a) The Officer notified by the MD, NRANSCCL will endeavour to provide timely response to the queries. However, NRANSCCL makes no
representation or warranty as to the completeness or accuracy of any response made in good faith, nor does NRANSCCL undertake to answer all
the queries that have been posed by the bidders.

b) At any time prior to the last date for receipt of bids, NRANSCCL may, for any reason, whether at its own initiative or in response to a
clarification requested by a prospective Bidder, modify the RFP Document by a corrigendum.

c) The Corrigendum (if any) & clarifications to the queries from all bidders will be posted on the website https://eproc.cgstate.gov.in.

d) Any such corrigendum shall be deemed to be incorporated into this RFP.

e) In order to provide prospective Bidders reasonable time for taking the corrigendum into account, NRANSCCL may, at its discretion, extend the
last date for the receipt of Proposals.

6.4 Key Requirements of the Bid

6.4.1 Right to Terminate the Process
a) NRANSCCL may terminate the RFP at any time and without assigning any reason. NRANSCCL makes no commitments, express or implied,
that this process will result in a business transaction with anyone.

b) This RFP does not constitute an offer by NRANSCCL. The bidder’s participation in this process may result NRANSCCL selecting the bidder to
engage towards execution of the contract.

6.4.2 RFP processing Fees

Bidder needs to pay INR 5900.00 (GST excluded) to for document processing through https://eproc.cgstate.gov.in during bid submission.
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6.4.3 Earnest Money Deposit (EMD)

a) Bidders shall submit, along with their bids, EMD of INR 4.92 Lakhs in form of a FDR/TDR/B.G. in favour of MD, Nava Raipur Atal
Nagar Smart City Corporation Ltd, payable at Raipur/ Nava Raipur Atal Nagar. The demand draft shall be drawn from the
Nationalized/ Scheduled Bank only. The EMD shall be denominated in Indian Rupees only. No interest shall be payable to the bi dder
on the amount of the EMD.
b) Unsuccessful bidder’s EMD shall be returned within 90 days from the date of opening of the Financial Proposal.
c) Successful bidder’s EMD shall be retained with NRANSCCL and returned after submission of PBG.
d) The bidders shall submit the Demand Draft from the bidder’s own bank account and the EMD shall be non-transferable.
e) The EMD may be forfeited:
a. If bidder fails to sign the Contract or to furnish Performance Bank Guarantee within specified time given in the RFP.
b. If during the bid process, a bidder indulges in any such deliberate act as would jeopardize or unnecessarily delay the proces s of
bid evaluation and finalization. The decision of the NRANSCCL, regarding forfeiture of the EMD shall be final and binding
upon bidders.
c. If during the bid process, any information is found false/ fraudulent/ mala fide, then NRANSCCL, shall reject the bid and, if
necessary, initiate action.
f) The EMD of successful bidders will be returned after submission of security deposit in the form of Bank Guarantee (as per Annexure-VII)
valid for the period of 3 years, effective from the date of empanelment agreement.

6.4.4 Submission of Responses

a) Please refer “Guidelines_to_Bidders_EPS_v1.1” PDF document download along with this tender for bidding submission process.

6.4.5 Authentication of Bids

A Proposal should be accompanied by a power-of-attorney in the name of the signatory of the Proposal as per Annexure mentioned in this RFP.

6.5 Preparation and Submission of Proposal

6.5.1 Proposal Preparation Costs
The bidder shall be responsible for all costs incurred in connection with participation in the TENDER process, including, but not limited to,
costs incurred in conduct of informative and other diligence activities, participation in meetings/discussions/presentations, preparation of

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proposal, in providing any additional information required by NRANSCCL to facilitate the evaluation process, and in negotiating a definitive
contract or all such activities related to the bid process. NRANSCCL will in no case be responsible or liable for those costs, regardless of the
conduct or outcome of the bidding process.

6.5.2 Language
The Proposal should be filled by the bidders in English language only. If any supporting documents submitted are in any langu age other than
English, translation of the same in English language is to be duly attested by the Bidders. For purposes of interpretation of the documents, the
English translation shall govern.

6.6 Evaluation process

a) NRANSCCL will constitute a Tender Evaluation Committee to evaluate the responses of the bidders.
b) The Proposal Evaluation Committee constituted by the NRANSCCL shall evaluate the responses to the TENDER and all supporting documents /
documentary evidence. Inability to submit requisite supporting documents / documentary evidence, may lead to rejection of the bid.
c) The decision of the Tender Evaluation Committee in the evaluation of responses to the TENDER shall be final. No correspondence will be
entertained outside the process of evaluation with the Committee.
d) The Tender Evaluation Committee may ask for meetings with the Bidders to seek clarifications on their proposals.
e) The Tender Evaluation Committee reserves the right to reject any or all proposals on the basis of any deviations.
f) Each of the responses shall be evaluated as per the criterions and requirements specified in his TENDER.

6.6.1 Bid Opening

Received bids will be opened online. Participated bidders can be present online through portal ( https://eproc.cgstate.gov.in). Physical presence may
not be required however participating bidders’ authorized representatives can mark attendance online during bid opening.

6.6.2 Bid Validity

The offer submitted by the Bidders should be valid for minimum period of 90 days from the date of submission of bid.
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6.6.3 Bid Evaluation

a) Initial Bid scrutiny will be held and incomplete details as given below will be treated as non-responsive. If Proposals;
i. Are not submitted in as specified in the RFP document.
ii. Received without the Letter of Authorization (Power of Attorney).
iii. Are found with suppression of details
iv. With incomplete information, subjective, conditional offers and partial offers submitted
v. Submitted without the documents requested in the checklist
vi. Have non-compliance of any of the clauses stipulated in the RFP.
vii. With lesser validity period.
b) All responsive Bids will be considered for further processing as below.
Tender evaluation Committee will prepare a list of responsive bidders, who comply with all the Terms and Conditions of the Tender. All eligible
bids will be considered for further evaluation by a Committee according to the Evaluation process define in this RFP document. The decision of
the Committee will be final in this regard.
i. Evaluation committee will examine the bids to determine whether they are complete, whether any computational errors have been made,
and whether the bids are generally in order.
ii. The NRANSCCL may conduct clarification meetings with each or any bidder to discuss any matters, technical or otherwise.
iii. Further, the scope of the evaluation committee also covers taking any decision with regard to the Tender Document, execution/
implementation of the project including management period.
iv. Proposal shall be opened online only.
v. Proposal document shall be evaluated as per the following steps.

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c) Preliminary Examination of Pre-qualification/Eligibility Criteria documents:

The Pre-qualification document will be examined to determine whether the bidder meets the eligibility criteria, whether the proposal is complete
in all respects, whether the documents have been properly signed and whether the bids are generally in order. Any bids found to be non-
responsive for any reason or not meeting the minimum levels of the performance or eligibility criteria specified in various sections of this Tender
Document will be rejected and will not be considered further.
d) Evaluation of document:
A detailed evaluation of the bids shall be carried out in order to determine whether the bidders are competent enough and whether the technical
aspects are substantially responsive to the requirements set forth in the RFP Document. Bids received would be assigned scores based on the
parameters defined in the table below.
All supporting document submitted in support of Eligibility and Technical Evaluation matrix should comply the following: -
i. Soft copies of supporting documents to be submitted on online portal however NRANSCCL may request for hard copies in quality print as
and when required.
ii. Supporting document should clearly indicate value of the completed project and scope of work/ services should be clearly highlighted.
iii. Completion certificate should clearly indicate the value and duration of the project.
iv. Incomplete order copy submitted by the bidder will not be considered for evaluation.
v. In case of projects where order for recurring /Extension and subsequent order has been placed on the Bidder only the mentioned order
value will be considered for evaluation.
Bidders failing to comply any of the above then the Bid will be summarily rejected.

e) Technical Evaluation:

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Proposals will be evaluated as per the technical evaluation criteria given below. Bidders securing 70 marks or above will only be considered
technically qualified The technically qualified bidders will be ranked T1 to Tn based on the scores obtained as per technical evaluation criteria. T1
shall be the bidder, which gets the highest marks and similarly bidders would be arranged in descending order of technical scores obtained.
Financial bids of T1 to Tn shall be opened for further processing.

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Technical Evaluation Criteria

Tender Evaluation Committee (TEC) will evaluate the Technical Proposals of the Pre-Qualified bidders as per the section-5 Eligibility Criteria.
# Criteria Description Max Document Required
Mark
1 Bidders Average The Bidder should have a Minimum Average Annual Turnover 20 Extracts from the audited Balance
Annual Turn Over of INR 25 Crores in IT/ ITeS / Telecom Solutions/ BPO in last sheet and Profit & Loss Account OR
three financial years ( FY 2021-22, 2022-23 & 2023-24). In case Certificate from the statutory auditor
of non-availability of audited annual report for FY 2023-24, OR Certificate from CA.
provisional accounts duly certified by CA (with UDIN number)
will be accepted

From 25Cr to 30.00 Cr -15Marks

Greater than 30.00 Cr - 20 Marks

2 Technical Resource Number of Call Centre Agents/Customer Service 15 HR Undertaking on company
Strength letter head duly signed by
Executives/Customer Service Associates in bidders payroll:
designated authority
· 500 – 600 = 10 Marks
· >600 = 15 Marks
3 Experience in running The Bidder must have experience of running BPO services 25 i. Work Order or Contract
Call Centre and should have at least provided 250 physical seats (call Agreement
Services/BPO center agents/customer service associates/customer service ii. Successful completion certificate
executives) in any of the last three FY year (FY 2021-22, by the client or on-going certificate
2022-23 & 2023-24) in a single work order for any by the client (As part of point ii. For
Government Organization/ Nationalized Bank/ PSU/ Public continuous contracts: CA certificate
listed/Private company. can be accepted on average no of
• 1 Project: 15 Marks seats billed to client in a Financial
• 2 Projects: 20 Marks year)

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# Criteria Description Max Document Required

Mark
• 3 or more Projects: 25 Marks
4 Experience in running Bidder must have successfully managed BPO services having 25 i. Work Order or Contract
Call Centre work orders value of more than INR 10 cr in any of the last Agreement
Services/BPO three FY year (FY 2021-22, 2022-23 & 2023-24) in a single ii. Successful completion certificate
work order for any Government Organization/ Nationalized by the client or on-going certificate
Bank/ PSU/ Public listed/Private company by the client
(As part of point ii. for continuous
contract: CA certificate can be
· 1 Project: 20 Marks accepted for confirmation on
· >= 2 Projects: 25 Marks payment received along with invoice
copy)
5 Certification The bidder should have following certifications ISO 9001:2015, 15 Proof of valid certificate as on date
ISO 27001:2013 and ISO 20000-1:2011 or above of bid submission.

All 3 certifications = 15,

2 certifications = 10,
1 certification = 5,
Else 0
Total Marks 100

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Evaluation of Financial Bid:

1. Those bidders received 70 or more marks in the technical evaluation, will be

considered for selection.
2. Out of the financial bids opened, lowest financial quote for each position (Call
Centre Agent, Supervisor, Quality Analyst, Manager) will be considered as L1
for the respective domain. All the other qualified bidders (T1 to Tn) will have to
match their financials with the lowest rate (L1) for empanelment. It shall be
obligatory on the part of the empanelled bidders to match the lowest rate (L1) in each
category.
3. The least rates quoted amongst all the qualified bidder for each position such as Call
Centre Agent, Supervisor, Quality Analyst, Manager shall be adjudged as L1. It is
therefore likely that Call Centre Agent rates of bidder A, Supervisor rate of bidder B,
Quality Analyst rate of bidder could emerge as the L1 rates within positions.
Likewise, such rates shall be adjudged for each of the position. This shall be called
the ‘Rate Chart Table’
4. The other qualified bidders (track wise) shall be offered to match the rates of the
Rate Chart Table as applicable to their group. All the qualified bidders, who match
the Rate Chart Table, shall be declared as qualified for empanelment
5. All empanelled bidders will sign an agreement with NRANSCCL and shall work in
accordance with the Scope of work mentioned in the RFP.
6. The bidder who fails to match the L1 rates above shall have the EMD refunded and
will not be empanelled.
7. Upon completion of the RFP process, NRANSCCL will publish the rates of all the
empanelled agencies after seeking necessary approval of the State Government.
Individual Departments may be able to engage such agencies for their specific
requirements thereafter.
8. Mere empanelment with NRANSCCL/Govt. of Chhattisgarh does not guarantee
allocation of work

6.7 Deciding Award of Contract

i. NRANSCCL reserves the right to ask for a technical elaboration/clarification in the

form of a technical presentation from the Bidder on the already submitted Technical
Proposal at any point of time before opening the Commercial Proposal. The Bidder
shall furnish the required information to NRANSCCL and its appointed representative
on the date asked for, at no cost to the NRANSCCL. The NRANSCCL may at its
discretion, visit the office of the Bidder any-time before the signing of Agreement.

ii. NRANSCCL shall inform those Bidders whose proposals did not meet the eligibility
criteria or were considered non-responsive, informing that their Commercial Proposals
will be returned unopened after completing the selection process. NRANSCCL shall
simultaneously notify those Bidders who qualify for the Evaluation process as
described in this Tender Document, informing the date and time set for opening of
Commercial Proposals. The notification may be sent by E-mail , fax or letter.

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iii. The bidder’s name, the Financial Quotes, the total amount of each proposal and other
such details as the Tendering Authority may consider appropriate, will be announced
and recorded by the NRANSCCL at the opening of bid.

iv. NRANSCCL shall inform those Bidders whose proposals are accepted via issuance of
Letter of Intent (LoI) in duplicate copy. Bidder shall acknowledge the LoI and return
the duplicate copy duly sealed and signed, within seven days from the issue of LoI by
NRANSCCL.

v. After acceptance of LoI Performance Security shall be deposited as specified in this

document for signing an Agreement with NRANSCCL.

vi. NRANSCCL will sign the Agreement with Successful Bidder for a period of 36
months.

6.8 Allocation of Work

1. Based on department requirement the Expression of Interest (EoI) will be floated to

the all empanelled Call Centre Service Provider firms.
2. Empanelled firms who wish to participate in the EoI, need to submit the proposal
within given time frame.
3. NRANSCCL will constitute an Evaluation Committee whose decision will be final
in the evaluation of the responses to the Expression of Interest. No correspondence
will be entertained outside the process of negotiation/ discussion with the
Committee.

6.9 Prequalification and Technical Proposal

• Prequalification/ Eligibility Criteria

Pre-qualification document as per eligibility criteria specified under Section -3 above

along with the following documentations:

a) The profile of the bidder along with required certifications that the period of
validity of bids is 90 days from the last date of submission of proposal.

b) Audited annual financial results (balance sheet and profit & loss statement
showing business in India) of the bidder for the last three financial years.

c) Reference list of major clients

d) Power-of-attorney granting the person signing the proposal the right to bind the
bidder as the ‘Constituted attorney of the Directorate’.

e) A copy of the Tender Document, all pages duly-signed by the authorized

signatory towards acceptance of the terms and conditions of the Tender
Document.

• Technical proposal

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a. Proposal particulars

b. Proposal letter

c. All relevant document for Technical Evaluation

d. Annexure for Technical Qualification

• Commercial proposal

a. Proposal letter

b. Commercial Quote

6.10 Modification and withdrawal of Bids

i. The Bidder is allowed to modify or withdraw its submitted proposal online any time
prior to the last date and time prescribed for receipt of bids, by giving a written notice
to the NRANSCCL.
ii. Subsequent to the last date for receipt of bids, no modification of bids shall be allowed
online.

6.11 Proposal Forms

i. Wherever a specific form is prescribed in the Proposal document, the Bidder shall use
the form to provide relevant information. If the form does not provide space for any
required information, space at the end of the form or additional sheets shall be used to
convey the required information.

ii. For all other cases, the Bidder shall design a form to hold the required information.

iii. NRANSCCL shall not be bound by any printed conditions or provisions in the Bidder’s
Proposal.

6.12 Local Conditions

i. Each Bidder is expected to become fully acquainted with the local conditions and
factors, which may affect the performance of the contract and /or the cost.

ii. The Bidder is expected to know all conditions and factors, which may have any effect
on the execution of the contract after issue of letter of Award as described in the
bidding document. The NRANSCCL shall not entertain any request for clarification
from the Bidder regarding such local conditions.

iii. It is the Bidder’s responsibility that such factors have been properly investigated and
considered before submitting the proposal. No claim, what-so-ever, including that for
financial adjustment to the contract awarded under the bidding document will be
entertained by the NRANSCCL. Neither any change in the time schedule of the
contract nor any financial adjustments arising there-of shall be permitted by the
NRANSCCL on account of failure of the Bidder to know the local laws / conditions.
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iv. The Bidder is expected to visit and examine and study the location of Govt. offices in
CG and its surroundings and obtain all information that may be necessary for preparing
the proposal at its own interest and cost.

6.13 Contacting the Nava Raipur Atal Nagar Smart City Corporation Ltd

• Any effort by a Bidder to influence the proposal evaluation, proposal comparison or

contract award decisions may result in the rejection of the proposal.

• Bidder shall not approach NRANSCCL officers after office hours and/or outside
NRANSCCL office premises, from the time of the proposal opening till the time the
Contract is awarded.

6.14 Tentative Schedule of Events

Tentative schedule of events regarding this tender shall be as per the dates and time given
in the Section-1: Fact Sheet.

6.15 Opening of Proposal

First, the envelope containing Earnest Money Deposit (EMD) will be opened online, and
if found, that the bidder has furnished all the documents in the prescribed manner, then
the second envelope containing Technical Proposal will be opened online.

The commercial proposal would be opened in presence of technically short-listed

bidders. The Evaluation Committee or its authorized representative will open the
tenders.

Sequence of online Bid is as follows:

a. EMD

b. Technical

c. Commercial

6.16 Confidentiality

• As used herein, the term “Confidential Information” means any information,

including information created by or for the other party, whether written or oral, which
relates to internal controls, computer or data processing programs, algorithms,
electronic data processing applications, routines, subroutines, techniques or systems,
or information concerning the business or financial affairs and methods of operation
or proposed methods of operation, accounts, transactions, proposed transactions or
security procedures of either party or any of its affiliates, or any client of either party,
except such information which is in the public domain at the time of its disclosure or
thereafter enters the public domain other than as a result of a breach of duty on the
part of the party receiving such information. It is the express intent of the parties that
all the business process and methods used by the Bidder in rendering the services
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hereunder are the Confidential Information of the Bidder.

• The Bidder shall keep confidential, any information related to this tender, with the
same degree of care as it would treat its own confidential information. The Bidders
shall note that the confidential information will be used only for the purposes of this
tender and shall not be disclosed to any third party for any reason what-so-ever.

• At all time of the performance of the services, the Bidder shall abide by all applicable
security rules, policies, standards, guidelines and procedures. The Bidder should note
that before any of its employees or assignees is given access to the Confidential
Information, each such employee and assignees shall agree to be bound by the term of
this tender and such rules, policies, standards, guidelines and procedures by its
employees or agents.

• The Bidder should not disclose to any other party and keep confidential the terms and
conditions of this Contract agreement, any amendment hereof, and any Attachment or
Annexure hereof.

• The obligations of confidentiality under this section shall survive for three (3) years
post rejection of the contract.

• The successful bidder must maintain absolute confidentiality of the documents/ maps/
tools collected in any form including electronic media and any other data/information
provided to him for the execution of the work.

• The bidder should not use the Project data for any purpose other than the scope of
work specified in the document and added/ amended before signing the contract.

• If at any stage it is found that the bidder is using the data provided by the client any
time during the contract execution or after completion of the contract for any other
purposes, stringent legal action will be initiated as per applicable law of land and the
contract will be terminated without assigning any reasons.

• Bidder shall not disclose to any one, any information marked as confidential and
communicated or made available or accessible by the firm during execution of the
work.

6.17 Execution of Agreement

After acknowledgement of the LoI by the empanelled bidders, a performance security of INR
19.60 Lakh has to be deposit in the form of FDR/TDR/DD/BG of any nationalized
/Scheduled Bank in the name of The MD, Nava Raipur Atal Nagar Smart City Corporation
Ltd(NRANSCCL), till the term of the Agreement and shall sign the Agreement with in
Twenty one days from the issue of LoI.

6.18 Duration of the contract:

The Empanelment shall initially be valid for a period of 36 months from the date of signing
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of Agreement. NRANSCCL may extend the Agreement for up to 2 years period as per the
financial proposal submitted by the bidder and accepted by the NRANSCCL.

6.19 Terms and Conditions: Applicable Post Award of Contract

6.19.1 Termination Clause

i) Right to Terminate the Process

NRANSCCL reserves the right to cancel the contract placed on the selected bidder and
recover expenditure incurred by NRANSCCL under the following circumstances: -

• The selected bidder commits a breach of any of the terms and conditions of the bid.

• The bidder goes into liquidation, voluntarily or otherwise.

• If the selected bidder fails to complete the assignment as per the time lines
prescribed in the Agreement provided a cure period of atleast thirty (30) days is provided
to the bidder to complete the assignment/rectify any defect.

• If deductions of account of liquidated damages /Penalty exceeds more than 10% of

the total contract price.

• In case the selected bidder fails to deliver the services as stipulated in the delivery
schedule, NRANSCCL reserves the right to procure the same or similar services from
alternate sources at the risk, cost and responsibility of the selected bidder. However,
all such recoveries shall be subject to a maximum of 5% of the value of the difference
in cost of procurement of undelivered services.

• NRANSCCL reserves the right to recover any dues payable by the selected Bidder
from any amount outstanding to the credit of the selected bidder, including the
pending bills and/or invoking the bank guarantee under this contract.

II) Consequences of Termination

• In the event of termination of the Contract due to any cause whatsoever, [whether
consequent to the stipulated term of the Contract or otherwise], NRANSCCL shall be
entitled to impose any such obligations and conditions and issue any clarifications as
may be necessary to ensure an efficient transition and effective business continuity of
the Service(s) which the Vendor shall be obliged to comply with and take all available
steps to minimize loss resulting from the termination/breach, and further allow the
next successor Vendor to take over the obligations of the erstwhile Vendor in relation
to the execution/continued execution of the scope of the Contract.

• Nothing herein shall restrict the right of NRANSCCL to invoke the NRANSCCL
Guarantee and other guarantees, securities furnished, enforce the Deed of Indemnity
and pursue such other rights and/or remedies that may be available NRANSCCL
under law or otherwise

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• The termination hereof shall not affect any accrued right or liability of either Party nor
affect the operation of the provisions of the Contract that are expressly or by
implication intended to come into or continue in force on or after such termination.

6.19.2 Dispute Resolution Mechanism

The Bidder and the NRANSCCL shall endeavour their best to amicably settle all disputes
arising out of or in connection with the Contract in the following manner:

a) The Party raising a dispute shall address to the other Party a notice requesting an
amicable settlement of the dispute within seven (7) days of receipt of the notice.

b) Matter will be referred for negotiation between Officer nominated by NRANSCCL

and the Authorized Official of the Bidder. The matter shall then be resolved between
them and the agreed course of action documented within a further period of 15 days.

In case any dispute between the Parties, does not settle by negotiation in the manner as
mentioned above, the same may be resolved exclusively by arbitration and such dispute may
be submitted by either party for arbitration within 20 days of the failure of negotiations.
Arbitration shall be held in Raipur and conducted in accordance with the provisions of
Arbitration and Conciliation Act, 1996 or any statutory modification or re-enactment thereof.
Each Party to the dispute shall appoint one arbitrator each and the two arbitrators shall jointly
appoint the third or the presiding arbitrator.

The “Arbitration Notice” should accurately set out the disputes between the parties, the
intention of the aggrieved party to refer such disputes to arbitration as provided herein, the
name of the person it seeks to appoint as an arbitrator with a request to the other party to
appoint its arbitrator within 45 days from receipt of the notice. All notices by one party to the
other in connection with the arbitration shall be in writing and be made as provided in this
tender document.

Each Party shall bear the cost of preparing and presenting its case, and the cost of arbitration,
including fees and expenses of the arbitrators, shall be shared equally by the Parties unless
the award otherwise provides. The Bidder shall not be entitled to suspend the Service/s or the
completion of the job, pending resolution of any dispute between the Parties and shall
continue to render the Service/s in accordance with the provisions of the Contract/Agreement
notwithstanding the existence of any dispute between the Parties or the subsistence of any
arbitration or other proceedings.

6.19.3 Notices
Any notice given by one party to the other pursuant to this contract shall be sent to the other
party in writing, e-mail or Facsimile.

A notice shall be effective when delivered or tendered to other party whichever is earlier.

6.19.4 Force Majeure

Force Majeure is herein defined as any cause, which is beyond the control of the selected
bidder or NRANSCCL as the case may be which they could not foresee or with a reasonable
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amount of diligence could not have foreseen and which substantially affect the performance
of the contract, such as:

• Natural phenomenon, including but not limited to floods, droughts, earthquakes and
epidemics.

• Acts of any government, including but not limited to war, declared or undeclared
priorities, quarantines and embargos.

• Terrorist attack, public unrest in work area provided either party shall within 10 days
from occurrence of such a cause, notifies the other in writing of such causes. The bidder
or NRANSCCL shall not be liable for delay in performing his/her obligations resulting
from any force majeure cause as referred to and/or defined above. Any delay beyond 30
days shall lead to termination of contract by parties and all obligations expressed
quantitatively shall be calculated as on date of termination. Notwithstanding this,
provisions relating to indemnity, confidentiality survive termination of the contract.

6.19.5 Failure to agree with Terms and Conditions of the RFP

Failure of the successful bidder to agree with the Terms & Conditions of the RFP shall
constitute sufficient grounds for the annulment of the award, in which event NRANSCCL
may award the contract to the next best value bidder or call for new proposals from the
interested bidders or invoke the PBG of the most responsive bidder.

6.20 Limitation of Liability

The aggregate liability of the supplier/ selected bidder to the Purchaser, whether under the
Contract, in tort, or otherwise, shall not exceed the amount specified in the Contract.

6.21 Right of Monitoring, Inspection and Periodic Audit

The NRANSCCL reserves the right to inspect and monitor / assess the progress /
performance at any time during the course of the Contract, after providing due notice to the
Selected Bidder. The NRANSCCL may demand, and upon such demand being made, the
selected bidder shall provide with any document, data, material or any other information
required to assess the progress of the project.

The NRANSCCL shall also have the right to conduct, on giving a prior notice of at least
thirty (30) days, either itself or through any another agency as it may deem fit, an audit to
monitor the performance by the Selected Bidder of its obligations/functions in accordance
with the standards committed to or required by the NRANSCCL and the Selected Bidder
undertakes to cooperate with and provide to the NRANSCCL / any other Call Centre service
provider firms/ Agency appointed by the NRANSCCL, all documents and other details as
may be required by them for this purpose. Any deviations or contravention identified as a
result of such audit/assessment would need to be rectified by the Selected Bidder failing
which the NRANSCCL may, without prejudice to any other rights that it may have, issue a
notice of default. Nava Raipur Atal Nagar Smart City Corporation Ltd’s Obligations

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The NRANSCCL representative shall interface with the Selected Bidder, to provide the
required information, clarifications, and to resolve any issues as may arise during the
execution of the Contract.

NRANSCCL shall ensure that timely approval is provided to the selected Bidder, where
deemed necessary, which should include diagram / plans and all specifications related to
services required to be provided as part of the Scope of Work.

6.22 Information Security

The Selected Bidder shall not carry and/or transmit any material, information, layouts,
diagrams, storage media or any other goods/material in physical or electronic form, which are
proprietary to or owned by the NRANSCCL, out of premises, without prior written
permission from the NRANSCCL.

The Selected Bidder shall, upon termination of this agreement for any reason, or upon
demand by NRANSCCL, whichever is earliest, return any and all information provided to the
Selected Bidder by NRANSCCL, including any copies or reproductions, both hard copy and
electronic.

6.23 Indemnity

The Selected Bidder shall execute and furnish to the NRANSCCL, a Deed of Indemnity in
favour of the NRANSCCL, in a form and manner acceptable to NRANSCCL, indemnifying
NRANSCCL from and against any third party costs, losses, damages, expenses, claims
including those from third parties owing infringement or misappropriation of a patent,
copyright, trademark and trade secret, arising or incurred inter- alia during and after the
Contract period arising out of:
Negligence or wrongful act or omission in connection with or incidental to this Contract; or
Any breach of any of the terms the Selected Bidder’s Proposal as agreed, the Tender and this
Contract by the Selected Bidder or its team.
The indemnity shall be to the extent of 100% of project cost in favor of the NRANSCCL.
6.24 Payment Schedule

6.24.1 Total Cost of Services

The total cost of the Services payable is set forth as per the successful bidder proposal to
Government of Chhattisgarh (NRANSCCL)/ NRANSCCL and as negotiated thereafter.

Payments under this Contract shall not exceed the amount specified in Commercial Form.

6.24.2 Payment Milestones

• The successful bidder shall submit monthly invoices as per the actual resource
deployment with below mentioned supporting documents and it should be verified by
concerned department.

o Attendance Sheet

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o Monthly progress report, along with Call centre MIS reports in compliance to
SLA’s
o Payment verification form & penalty advice (If Any)
• The user department shall release the requisite payment within 30 days of receipt of valid
invoice.
• Payment will be made in Indian Rupees only.
• Invoices will have to be raised to user department on monthly basis with the relevant
document proofs at the start of every month (of the financial year), after payment of
salary to all resources in the previous month.
Note: If user department is other than NRANSCCL, successful bidder will ensure that the
copy of invoice is also submitted to NRANSCCL parallelly while submitting the invoice
to the user department.
• Payments shall be subject to deductions of any amount for which the agency is liable as
per the penalty clause of this tender document. Further, all payments shall be made
subject to deduction of TDS (Tax Deduction at Source) as per the applicable Acts &
Laws.
• No interest/charges shall be paid on delayed payments.
• The empanelled agency shall not be paid any extra charges (or any out-of-pocket
expense) against such items which are required for performing proper and efficient
working.
6.24.3 SLA & RELATED PENALTIES
# Performan Definitions Penalty Target Penalty Illustration
ce Criteria Computati
on
1 Average Average call Monthly 85% of The proposed Let us assume,
Call response time incomin rate of penalty Call Offered -
Response (This is the g calls would be 1000,
Time / average time within 0.10% of the Average Calls
Average for a caller 15 value of total answered in
Speed of waiting in a Seconds cost payable 15 Sec. - 700,
Answer queue to be per ASA = 70%
(ASA) attended by an month for (700/1000),
agent). Also non- 85%-70%=15%
known as compliance to SLA Breach -
Average the service 15%,
Speed of levels for Penalty
(ASA) every percentage =
percentage (15*0.10) = 1.5
below the % of
expected total cost
levels of Payable per
services. month

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# Performan Definitions Penalty Target Penalty Illustration

ce Criteria Computati
on
2 Average This is a Monthly Not The proposed Let us assume,
Handle measure that more rate of penalty AHT Achieved -
Time refers to how than 200 would be 220 Sec.
(AHT) long it takes to seconds 0.10% of the Target = Less
Inbound manage a call. value of total than 200 Sec.
AHT shall be cost payable SLA Breach - 10
calculated as per month for % (20/200)
the sum of the non-
average talk compliance to Penalty
time, hold the service percentage =
time and wrap levels for (10*0.15-= 1.0
time for all every % of total cost
calls in the percentage Payable per
CCC. below the month
expected
levels of
services.
3 Abandoned This measures Monthly Less The proposed Let us assume,
Call Rate % of calls than 2 % rate of penalty Call offered
(%) where the would be - 1000 Call
caller has 0.10% of the Abandon - 110
requested for value of total SLA Achieved -
an agent but cost payable 89% SLA
got per month for Breach - 10%
disconnected non- (99%-89%)
before being compliance Penalty
answered to to, the percentage =
the agent. service levels (10*0.10) = 1.0
for every % of total cost
percentage Payable per
below the month
expected
levels of
services.
4 IVRS/ IVRS menu/ Monthly Within The IVRS Let us assume –
Functionalit tree / 24 Hrs. menu/ IVRS change
y/ Functionality/ or tree/Functiona request is given
Website/ website/other agreed lity/ on 20th by 12
IT/ IT related timeline website/IT PM of Month

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# Performan Definitions Penalty Target Penalty Illustration

ce Criteria Computati
on
Hardware/ should be between /Hardware/ and was agreed
Software/ updated empanell Software/ to be delivered
Application modified ed Application/ within 24 hours.
/ within defined vendor AMC related However, IVRS
AMC time frame as and shall be modification was
per the departm updated not done by 12
requirements ent within 24 hrs. PM of next day
from GoCG. INR 5000 for and therefore
every 5000 penalty will
additional 24- be applied. If it
hour slot continues to
beyond the further delay the
target, to be modification
deducted from 5000 /day
Monthly penalty will
Payment. applied after
completion of 24
hours
5 New report Any changes Monthly As per The changes Let us assume –
generation/ in the reports the in software/ Change request
change in will be done decided CRM/ timeline is given
existing by Call Centre timeline workflow 20th of the
report Agency in the of need to be month and
timeline requirem implemented Changes are not
mutually ent in the agreed done in defined
decided by timeline. Rs. timeline, Rs.
GoCG and 10000 for 10000 penalty
Call Centre every will be levied for
Agency. additional day delay of each day
beyond till the
the target, to implementation.
be deducted
from Monthly
Payment.
6 System Availability is Monthly > 99% The Purposed Let us assume,
Availability defined as the monthly rate of penalty Targeted
ability of an would be 1% Percentage -
end user to of value of 99%
access and total cost SLA Achieved -

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# Performan Definitions Penalty Target Penalty Illustration

ce Criteria Computati
on
execute any of payable per 98% Penalty
the included month for percentage = 1 %
application non- of total cost
functions from compliance Payable per
a functioning to, the service month
workstation levels for
and live every
network percentage
connection. below the
For an expected
application to levels of
be available, services.
all of its
supporting
systems must
be operational.
Note:
I.SLA clauses shall be calculated monthly along with billing cycle. If the total value of
penalty is more than 10% of the total value of the invoice raised within a year from date
of agreement, the contract of the agency may be terminated and the Performance Bank
guarantee may be forfeited.

II. In case the empanelled agency is not satisfied with the manner in which or amount of
penalties that were levied as above for not meeting the deliverables within the timelines,
the agency may represent the matter to MD, NRANSCCL for decision. The agency while
requesting for penalty waive-off and/or timeline reduction/extension will be required to
present written document detailing the justification for the request.

III. In case the agency is not satisfied with the decision of MD-NRANSCCL, the matter
may be resolved as per Section ‘Settlement of Disputes’ mentioned in the RFP.

IV. During the Course of the Call Centre Operations NRANSCCL reserves the right to
modify the existing SLAs/penalties and/or introduce new SLAs/penalties for all the
empanelled call centre agency or for a specific EOI.

6.25 Events of Default by the Selected Bidder

The failure on the part of the Selected Bidder to perform any of its obligations or comply
with any of the terms of this contract shall constitute an Event of Default on the part of the
Selected Bidder. The events of default as mentioned above may include inter-alia the
following:

• The Selected Bidder has failed to perform any instructions or directives issued by the
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NRANSCCL which it deems proper and necessary to execute the scope of work under the
Contract, or

• The Selected Bidder has failed to adhere to any of the key performance indicators as laid
down in the Key Performance Measures / Contract, or if the Selected Bidder has fallen
short of matching such standards/targets as NRANSCCL may have designated with
respect to any task necessary for the execution of the scope of work under this Contract.
The above mentioned failure on the part of the Selected Bidder may be in terms of failure
to adhere to timelines, specifications, requirements or any other criteria as defined by
NRANSCCL;

• The Selected Bidder has failed to remedy a failure to perform its obligations in
accordance with the specifications issued by the NRANSCCL, despite being served with
a default notice which laid down the specific deviance on the part of the selected Bidder
to comply with any stipulations or standards as laid down by the NRANSCCL; or

• The Selected Bidder / Bidder’s Team has failed to conform to any of the Service/Facility
Specifications/standards as set out in the scope of work of this Tender document or has
failed to adhere to any amended direction, modification or clarification as issued by the
NRANSCCL during the term of this Contract and which the NRANSCCL deems proper
and necessary for the execution of the scope of work under this Contract;

• The Selected Bidder has failed to demonstrate or sustain any representation or warranty
made by it in this Contract, with respect to any of the terms of its Proposal, the Tender
and this Contract

• There is a proceeding for bankruptcy, insolvency, winding up or there is an appointment

of receiver, liquidator, assignee, or similar official against or in relation to the Selected
Bidder.

• The Selected Bidder / Bidder’s Team has failed to comply with or is in breach or
contravention of any applicable laws.

• Where there has been an occurrence of such defaults inter alia as stated above, the
NRANSCCL shall issue a notice of default to the Selected Bidder, setting out specific
defaults / deviances / omissions and providing a notice of Sixty days to enable such
defaulting party to remedy the default committed.

• Where despite the issuance of a default notice to the Selected Bidder by the NRANSCCL
and the Selected Bidder fails to remedy the default to the satisfaction of the NRANSCCL,
the NRANSCCL may, where it deems fit, issue to the defaulting party another default
notice or proceed to adopt such remedies as may be available to the NRANSCCL.

6.26 Liquidated Damages

Subject to clause for Force Majeure, if the bidder fails to complete the services
under Project scope of work before the scheduled completion date or the extended date or if
the Selected Bidder repudiates the contract before completion of the work, the NRANSCCL,
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at its discretion, may without prejudice to any other right or remedy available to it under the
contract, recover a maximum of 10 percent of the project cost from the Selected Bidder, as
Liquidated Damages (LD).

In case it leads to termination, NRANSCCL shall give thirty days’ notice to the Selected
Bidder of its intention to terminate the contract and shall so terminate the contract unless
during the thirty days’ notice period, the Selected Bidder initiates remedial action acceptable
to the NRANSCCL.

The NRANSCCL may without prejudice to its right to affect recovery by any other method,
deduct the amount of liquidated damages from any money belonging to the Selected Bidder
in its hands (which includes the NRANSCCL right to claim such amount against Selected
Bidder’s Bank Guarantee) or which may become due to the Selected Bidder. Any such
recovery or liquidated damages shall not in any way relieve the Selected Bidder from any of
its obligations to complete the work or from any other obligations and liabilities under the
Contract.

6.27 Continuance of the Contract:

Notwithstanding the fact that settlement of dispute(s) (if any) under arbitration may be
pending, the parties hereto shall continue to be governed by and perform the work in
accordance with the provisions under the Scope of Work to ensure continuity of operations.

6.28 Conflict of interest

The Bidder shall disclose to NRANSCCL in writing, all actual and potential conflicts of
interest that exist, arise or may arise (either for the Vendor the Bidder s team) in the course of
performing the Service(s) as soon as practical after it becomes aware of that conflict.

6.29 Severance
In the event any provision of the Contract is held to be invalid or unenforceable under the
applicable law, the remaining provisions of this Contract shall remain in full force and
effect.

6.30 Governing Language

The Agreement shall be written in English language. Subject to below Clause, such
language versions of the Agreement shall govern its interpretation. All correspondence
and other documents pertaining to the Contract that are exchanged by parties shall be
written in English language only.

6.31 “No Claim” Certificate

The Selected Bidder shall not be entitled to make any claim, whatsoever against
NRANSCCL, under or by virtue of or arising out of, the contract, nor shall NRANSCCL
entertain or consider any such claim, if made by the Selected Bidder after it has signed a
“No claim” certificate in favour of NRANSCCL in such form as shall be required by it
after the work is finally accepted.

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6.32 Publicity
The Selected Bidder shall not make or permit to be made a public announcement or media
release about any aspect of this Contract unless the NRANSCCL first gives its written
consent to the selected bidder.

6.33 Intellectual Property Rights (IPR)

Use of documents and Information.

• The bidder shall not, without prior written consent from Government of Chhattisgarh
(NRANSCCL), disclose/share/use the bid document, contract, or any provision
thereof, or any specification, plan, drawing, pattern, sample or information furnished
by or on behalf of the Government of Chhattisgarh (NRANSCCL), in connection
therewith, to any person other than a person employed by the bidder in the
performance of the contract. Disclosure to any such employed person shall be made in
confidence and shall extend only so far as may be necessary for purposes of such
performance.
• The bidder shall not, without prior written consent of Government of Chhattisgarh
(NRANSCCL), make use of any document or information made available for the
project, except for purposes of performing the Contract.

6.34 General
➢ Relationship between the Parties

• Nothing in the Contract constitutes any fiduciary relationship between the

NRANSCCL and Selected Bidder/ Bidder’s Team or any relationship of employer
employee, principal and agent, or partnership, between the NRANSCCL and
Selected Bidder.

• No Party has any authority to bind the other Party in any manner whatsoever
except as agreed under the terms of the Contract.

• NRANSCCL will not be under any obligation to the Implementation Agency’s

Team except as agreed under the terms of the Contract.

➢ No Assignment

• The Selected Bidder shall not transfer any interest, right, benefit or obligation
under the contract without the prior written consent of NRANSCCL.

➢ Survival

• The provisions of the clauses of the Contract in relation to documents, data,

processes, property, Intellectual Property Rights, indemnity, publicity and
confidentiality and ownership survive the expiry or termination of this Contract
and in relation to confidentiality, the obligations continue to apply unless
NRANSCCL notifies the Selected Bidder of its release from those obligations.
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➢ Entire Contract

• The terms and conditions laid down in the Tender and all annexures thereto as
also the Proposal and any attachments/annexes thereto shall be read in consonance
with and form an integral part of the Contract. The Contract supersedes any prior
contract, understanding or representation of the Parties on the subject matter.

➢ Governing Law

• This contract shall be governed in accordance with the laws of India.

➢ Jurisdiction of Courts

• The High Court of India at Bilaspur, Chhattisgarh has exclusive jurisdiction to

determine any proceeding in relation to the Contract.

➢ Compliance with Laws

1. The Selected Bidder shall comply with the laws in force in India in the course of
performing the Contract.

➢ Notices

A “notice” means:

• a notice; or

• A consent, approval or other communication required to be in writing under the

Contract. All notices, requests or consent provided for or permitted to be given
under this Contract shall be in writing and shall be deemed effectively given when
personally delivered or mailed by pre-paid certified/registered mail, return receipt
requested, addressed as follows and shall be deemed received two days after
mailing or on the date of delivery if personally delivered:

To
The MD
Nava Raipur Atal Nagar Smart City Corporation Ltd,
Paryawas Bhawan, North Block,
Sector -19, Nava Raipur Atal Nagar, Chhattisgarh–492002
Tel.: +91-771-2512500 Email: [email protected]

To Selected Bidder at:

Attn:
Address:
[Phone:]
[Fax:]
Any Party may change the address to which notices are to be directed, by giving a notice to the
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other party in the manner specified above. A notice served on a Representative is taken to be
notice to that Representative’s Party.

➢ Waiver

• Any waiver of any provision of this Contract is ineffective unless it is in

writing and signed by the Party waiving its rights.

• A waiver by either Party in respect of a breach of a provision of this

Contract by the other Party is not a waiver in respect of any other breach
of that or any other provision.

• The failure of either Party to enforce at any time any of the provisions
of this Contract shall not be interpreted as a waiver of such provision.

➢ Modification

• Any modification of the Contract shall be in writing and signed by an authorized

representative of each Party.

➢ TAXES

• Bidders are required to quote the charges inclusive of all Taxes. The same would
be shown as a separate line item in the commercial form in e-procurement portal.

•
Any upward/downward revision of taxes or applicability of new tax shall be
permissible at the time of invoicing. However, to arrive at the bid value of the
respective bidder, bidder has to quote the charges inclusive of all taxes mentioning
the prevailing tax rates.
➢ Application

• These General Conditions shall apply to the extent that provisions in other parts
of the Contract do not supersede them.

6.35 Fraud and Corrupt Practices

• The Bidders and their respective officers, employees, agents and advisers shall
observe the highest standard of ethics during the Selection Process.
Notwithstanding anything to the contrary contained in this TENDER, the NRANSCCL
shall reject a Proposal without being liable in any manner whatsoever to the Bidder, if
it determines that the Bidder has, directly or indirectly or through an agent, engaged in
corrupt practice, fraudulent practice, coercive practice, undesirable practice or
restrictive practice (collectively the “Prohibited Practices”) in the Selection Process. In
such an event, the NRANSCCL shall, without prejudice to its any other rights or
remedies, forfeit and appropriate the Bid Security or Performance Security, as the case
may be, as mutually agreed genuine pre-estimated compensation and damages
payable to the Authority for, inter alia, time, cost and effort of the Authority, in
regard to the TENDER, including consideration and evaluation of such Bidder s
Proposal.
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• Without prejudice to the rights of the NRANSCCL under Clause above and the rights
and remedies which the NRANSCCL may have under the LoI or the Agreement, if an
Bidder or Systems Implementation Agency, as the case may be, is found by the
Authority to have directly or indirectly or through an agent, engaged or indulged in
any corrupt practice, fraudulent practice, coercive practice, undesirable practice or
restrictive practice during the Selection Process, or after the issue of the LoI or the
execution of the Agreement, such Bidder shall not be eligible to participate in any
tender or TENDER issued by the NRANSCCL during a period of < period, suggested
2 (two) > years from the date such Bidder, as the case may be, is found by the
NRANSCCL to have directly or through an agent, engaged or indulged in any corrupt
practice, fraudulent practice, coercive practice, undesirable practice or restrictive
practice, as the case may be.

• For the purposes of this Section, the following terms shall have the meaning
hereinafter respectively assigned to them.

➢ “corrupt practice” means

(i) the offering, giving, receiving, or soliciting, directly or indirectly, of anything of

value to influence the action of any person connected with the Selection Process (for
avoidance of doubt, offering of employment to or employing or engaging in any
manner whatsoever, directly or indirectly, any official of the NRANSCCL who is or
has been associated in any manner, directly or indirectly with the Selection Process or
the LoI or has dealt with matters concerning the Agreement or arising there from,
before or after the execution thereof, at any time prior to the expiry of one year from
the date such official resigns or retires from or otherwise ceases to be in the
service of the NRANSCCL, shall be deemed to constitute influencing the actions of a
person connected with the Selection Process); or

(ii) save as provided herein, engaging in any manner whatsoever, whether during the
Selection Process or after the issue of the LoI or after the execution of the Agreement,
as the case may be, any person in respect of any matter relating to the Project or the
LoI or the Agreement, who at any time has been or is a legal, financial or technical
manpower service provider firms/ adviser of the NRANSCCL in relation to any
matter concerning the Project;

➢ “fraudulent practice” means a misrepresentation or omission of facts or

disclosure of incomplete facts, in order to influence the Selection Process;

➢ “Coercive practice” means impairing or harming or threatening to impair or

harm, directly or indirectly, any persons or property to influence any person
participation or action in the Selection Process;

➢ “undesirable practice” means

(i) establishing contact with any person connected with or employed or

engaged by NRANSCCL with the objective of canvassing,
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(ii) lobbying or in any manner influencing or attempting to influence the

Selection Process; or

(iii) having a Conflict of Interest; and

➢ “restrictive practice” means forming a cartel or arriving at any understanding or

arrangement among Bidders with the objective of restricting or manipulating a full
and fair competition in the Selection Process.

6.36 Terms of Payment

The Successful Bidder shall bear their own costs of any Site Survey, Conveyance, audits
and inspections etc. The terms of payment are inclusive of any costs of the solution.
6.37 Obligations
The Successful Bidder shall be obliged to implement any proposed changes once approval
in accordance with Article above has been given, with effect from the date agreed for
implementation.
6.38 Notification of Award
Prior to expiration of the period of bid validity, Purchaser will notify the successful
bidder(s) in writing, that their bid has been accepted.
6.39 Contract Period
The Successful bidder shall sign contract agreement for PMU services with the
Government of Chhattisgarh / NRANSCCL for a period of 36 months.
6.40 Deemed Acceptance
Services and/or deliverables shall be deemed to be fully and finally accepted by NRANSCCL
in the event when NRANSCCL has not submitted its acceptance or rejection response in
writing to Bidder within 15 days from the date of installation/commissioning or when
NRANSCCL uses the Deliverable in its business, whichever occurs earlier. Parties agree that
Bidder shall have 15 days’ time to correct in case of any rejection by Client.
6.41 Changes to Services
Either Party may request a change order (“Change Order”) in the event of actual or anticipated
change(s) to the agreed scope of Services, Deliverables, project schedule, fee, or any other
aspect of the Agreement. NRANSCCL will prepare a Change Order reflecting the proposed
changes, including but not limited to the impact on the Deliverables, project schedule, and fee.
Absent a Change Order signed by the Parties, Bidder shall not be bound to perform any
additional or out-of-scope services beyond what is stated in the Agreement.

ANNEXURES

ANNEXURE I: FORMAT FOR POWER OF ATTORNEY

(To be provided scanned copy of original as part of Technical Proposal (Envelope – B
online) on stamp paper of value required under law duly signed by bidder for the tender)
Dated: ___________
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POWER OF ATTORNEY
To Whomsoever It May Concern
Know all men by these presents, we _________ (name and registered office address of
the Bidder) do hereby constitute, appoint and authorize Mr. _________ (Name of the
Person(s)), domiciled at ___________ (Address), acting as ______ (Designation and the
name of the firm), as Authorized Signatory and whose signature is attested below, as our
attorney, to do in our name and on our behalf, all such acts, deeds and things
necessary in connection with or incidental to our Proposal for “Empanelment of Call
Centre Service Provider for Government Services”, vide Invitation for Tender (RFP
Document) Document no ------ dated ____ , issued by The MD, Nava Raipur Atal
Nagar Smart City Corporation Ltd, including signing and submission of all documents and
providing information and responses to clarifications / enquiries etc. as may be required by
Nava Raipur Atal Nagar Smart City Corporation Ltd or any governmental authority,
representing us in all matters before Nava Raipur Atal Nagar Smart City Corporation Ltd,
and generally dealing with NRANSCCL in all matters in connection with our Proposal for
the said Project.
We hereby agree to ratify all acts, deeds and things lawfully done by our said attorney
pursuant to this Power of Attorney and that all acts, deeds and things done by our aforesaid
attorney shall and shall always be deemed to have been done by us.

For ---------------------
(Signature)
(Name, Title and Address)

Accept
(Attested signature of Mr._____________________________)
(Name, Title and Address of the Attorney)
Notes:
To be executed by the Bidder
The mode of execution of the Power of Attorney should be in accordance with the procedure,
if any, laid down by the applicable law and the charter documents of the executant(s) and
when it is so required the same should be under common seal affixed in accordance with the
required procedure.
Also, wherever required, the executant(s) should submit for verification the extract of the
charter documents and documents such as a resolution / power of attorney in favour of the
Person executing this Power of Attorney for the delegation of power hereunder on behalf of
theexecutants(s).

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ANNEXURE II- DECLARATION FOR NOT BLACK LISTED

(Scanned copy of original to be uploaded online as part of the techno-commercial proposal
(Envelop B Online))

Date...................................
To,
MD, NRANSCCL
Nava Raipur Atal Nagar Smart City Corporation Ltd,
Paryawas Bhawan, North Block,
Sector -19, Nava Raipur Atal Nagar,
Chhattisgarh–492002

Dear Sir,
Ref.: RFP No.
I / We ................................................... hereby confirm that our firm has not been
banned or blacklisted by any government organization/Financial institution/Court
/Public sector Unit/Central Government.

Signature of Bidder........... Place:

Name.................... Date:
Designation...................
Seal

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ANNEXURE III -DRAFT PERFORMANCE GUARANTEE

(To be issued by a Bank ___________)
This Deed of Guarantee executed at ————————— by ———————— (Name of
the
Bank) having its Head/Registered office at ——————————————
(hereinafter referred to as “the Guarantor”) which expression shall unless it be repugnant to
the subject or context thereof include its heirs, executors, administrators, successors and
assigns;
In favour of The MD of Nava Raipur Atal Nagar Smart City Corporation Ltd,
having its office at Nava Raipur Atal Nagar Smart City Corporation Ltd, Paryawas Bhawan,
North Block, Sector -19, Nava Raipur Atal Nagar, Chhattisgarh–492002) (hereinafter called
“MD, NRANSCCL” which expression shall unless it be repugnant to the subject or
context thereof include its heirs, executors, administrators, successors and assigns);

Whereas M/s _________. a company formed under ____________ (specify the applicable
law) and having its registered office at ____________ has been, consequent to
conduct and completion of a competitive bidding process in accordance with the letter
of requirements document No._______________ dated __/__/2024 issued by MD,
NRANSCCL, and selected M/s ___________ (hereinafter referred to as the Bidder) for the
Agreement by MD, NRANSCCL as more specifically defined in the
aforementioned Document including statement of work and the Agreement executed
between the MD, NRANSCCL and Bidder. The Agreement requires the Bidder to
furnish an unconditional and irrevocable Bank Guarantee for an amount of Rs._____ /-
(Rupees ____________________________________only) by way of Performance
Guarantee for guaranteeing the due and faithful compliance of its obligations under
the Agreement.
Whereas, the Bidder approached the Guarantor and the Guarantor has agreed to
provide a Guarantee being these presents:
Now this Deed witnessed that in consideration of the premises, we, ————— Bank
hereby Guarantee as follows:
The Bidder shall implement the Project, in accordance with the terms and subject to the
conditions of the Agreement, and fulfil its obligations there under
We, the Guarantor, shall, without demur, pay to MD, NRANSCCL an amount not
exceeding Rs. _______________ (Rupees _________________________________
only) within 7 (seven) days of receipt of a written demand therefore from MD,
NRANSCCL stating that the Bidder has failed to fulfil its obligations as stated in
Clause 1 above.
The above payment shall be made by us without any reference to the Bidder or any
other person and irrespective of whether the claim of the MD, NRANSCCL is disputed
by the Bidder or not.
The Guarantee shall come into effect from______ (Start Date) and shall continue to be in full
force and effect till the earlier of its expiry at 1700 hours Indian Standard Time on ________
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(Expiry Date) (both dates inclusive) or till the receipt of a claim, from the Nava Raipur Atal
Nagar Smart City Corporation Ltd, Government of Chhattisgarh under this Guarantee, which
is one month after the expiry of performance guarantee, whichever is earlier. Any demand
received by the Guarantor from MD, NRANSCCL prior to the Expiry Date shall survive the
expiry of this Guarantee till such time that all the moneys payable under this Guarantee by
the Guarantor to MD, NRANSCCL
In order to give effect to this Guarantee, MD, NRANSCCL shall be entitled to treat the
Guarantor as the principal debtor and the obligations of the Guarantor shall not be
affected by any variations in the terms and conditions of the Agreement or other
documents by MD, NRANSCCL or by the extension of time of performance
granted to the Bidder or any postponement for any time of the power exercisable by
MD, NRANSCCL against the Bidder or forebear or enforce any of the terms and
conditions of the Agreement and we shall not be relieved from our obligations under this
Guarantee on account of any such variation, extension, forbearance or omission on the part
of MD, NRANSCCL or any indulgence by MD, NRANSCCL to the Bidder to give such
matter or thing whatsoever which under the law relating to sureties would but for this
provision have effect of so relieving us.
The bank guarantee shall be operable and encashable in Nava Raipur Atal Nagar/ Raipur
(Local branch complete address, IFSC code and contact must be provided).
This Guarantee shall be irrevocable and shall remain in full force and effect until all our
Obligations under this guarantee are duly discharged.
The Guarantor has power to issue this guarantee and the undersigned is duly authorized to
execute this Guarantee pursuant to the power granted under ______________.
In witness, whereof the Guarantor has set its hands hereunto on the day, month and year
first here-in-above written.
Signed and Delivered by ____________ Bank by the hand of
Shri_______________ its _____and authorised office.

Authorised Signatory ____________Bank

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 Notice Inviting Tender | Website: https://eproc.cgstate.gov.in

ANNEXURE V: PARTICULARS OF THE BIDDERS

Scanned copy of original as (duly signed by bidder) as part of Technical Proposal to be
uploaded online-(Envelope –B online)
SI Information Sought Details to Document if any
No. Page No.
be Furnished

1 Name and address of the bidding Company

2 Incorporation status of the firm (public

limited / private limited, etc.)

3 Year of Establishment

4 Date of registration

5 ROC Reference No.

6 Details of company registration

7 Details of registration with appropriate

authorities for Tax

8 Name, Address, email, Phone nos. and

Mobile Number of Contact Person

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ANNEXURE VI: FORMAT OF SENDING PRE-BID QUERIES

Ref: RFP no <xxx> dated <dd/mm/yy>
Name of the Bidder
<<………………………………………………………………………….>>
Contact Number and Address of the Bidder-
<<………………………………………………>>
S. RFP Document RFP Document Content of RFP Points of Remark
No. Reference(s) , Reference Page requiring Clarification
Section Number(s) Number(s) Clarification(s)

1.
2.
3.
4.
5.
6.

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 Notice Inviting Tender | Website: https://eproc.cgstate.gov.in

ANNEXURE VII: PRE-CONTRACT INTEGRITY PACT

1. GENERAL

1.1. This pre-bid contract Agreement (hereinafter called the Integrity Pact) is
made on ....the day of the month........... o f 2024 between, the Government of
Chhattisgarh acting through MD, Nava Raipur Atal Nagar Smart City Corporation
Ltd(NRANSCCL), a autonomous society under Department of Electronics and
Information Technology, Government of Chhattisgarh (hereinafter called the
"TENDERING AUTHORITY", which expression shall mean and include, unless the
context otherwise requires, his successors in the office and assigns) as the First
Party, proposes to empanel Manpower Service Provider for a period of three years for
providing Man Power Service Provider to the Government of Chhattisgarh and M/s
............................................represented by Shri
........................................................... (hereinafter called the "BIDDER ",
which expression shall mean and include, unless the context otherwise requires,
his successors an permitted assigns) and the Second Party, is willing to offer/ has
offered.

1.2. WHEREAS the BIDDER is a …………… (Private-Company / Public Company/

Government Undertaking / Partnership firm) constituted in accordance with the
relevant law in the matter and the TENDERING AUTHORITY is performing its
function on behalf of the Government of Chhattisgarh.

2. OBJECTIVES

NOW, THEREFORE, the TENDERING AUTHORITY and the BIDDER agree to

enter into this pre-contract agreement, hereinafter referred to as Integrity Pact, to
avoid all forms of corruption by following a system that is fair, transparent and free
from any influence/prejudiced dealings prior to, during and subsequent to the Contract to
be entered into with a view to:

2.1. Enabling the TENDERING AUTHORITY to obtain the desired Service at a

competitive price in conformity with the defined specifications by avoiding
the high cost and the distortionary impact of corruption on public procurement,
and

2.2. Enabling BIDDERs to abstain from bribing or indulging in any corrupt practices in
order to secure the contract by providing assurance to them that their competitors
will also abstain from bribing any corrupt practices and the TENDERING
AUTHORITY will commit to prevent corruption, in any form, by its official by
following transparent procedures.

3. COMMITMENTS OF THE TENDERING AUTHORITY

The TENDERING AUTHORITY commits itself to the following:

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3.1. The TENDERING AUTHORITY undertakes that no official of the TENDERING

AUTHORITY, connected directly or indirectly with the contract, will demand, take
promise for or accept, directly or through intermediaries, any bribe, consideration,
gift, reward, favour or any material or immaterial benefit or any other advantage
from the BIDDER, either for themselves or for any person, organization or third
party related to the contract in exchange for an advantage in the bidding process,
bid evaluation, contracting or implementation process related to the contract.

3.2. The TENDERING AUTHORITY will, during the pre-contract stage, treat BIDDERs
alike, and will provide to all BIDDERs the same information and will not provide
any such information to any particular BIDDER which could afford an advantage to
that particular BIDDER in comparison to the other BIDDERs.

3.3. All the officials of the TENDERING AUTHORITY will report the appropriate
Government office any attempted or completed breaches of the above commitments
as well as any substantial suspicion of such a breach. In case any such preceding
misconduct on the part of such official(s) is reported by the BIDDER to the
TENDERING AUTHORITY with the full and verifiable facts and the same prima
fade found to be correct by the TENDERING AUTHORITY, necessary disciplinary
proceedings, or any other action as deemed, fit, including criminal proceedings may
be initiated by the TENDERING AUTHORITY and such a person shall be debarred
from further dealings related to the contract process. In such a case while an enquiry
is being conducted by the TENDERING AUTHORITY the proceedings under the
contract would not be stalled.

4. COMMITMENTS OF BIDDERS

The BIDDER commits itself to take all measures necessary to prevent corrupt practices,
unfair means an illegal activities during any stage of its bid or during any pre-contract or
post-contract stage in order to secure the contract or in furtherance to secure it and in
particular commit itself to the following:

4.1. The BIDDER will not offer, directly or through intermediaries, any bribe, gift,
consideration, reward, favour, any material or immaterial benefit or other advantage,
commission, fees, brokerage or inducement to any official of the TENDERING
AUTHORITY, connected directly or indirectly with the biding process, or to any
person, organization or third party related to the contract in exchange for any
advantage in the bidding, evaluation, contracting an implementation of the contract.

4.2. The BIDDER further undertakes that it has not given, offered or promised to give,
directly or indirectly any bribe, gift, consideration, reward, favour, any material or
immaterial benefit or other advantage, commission, fees, brokerage, or inducement to
any official of the TENDERIN AUTHORITY or otherwise in procuring the Contract
of forbearing to do or having done any act in relation to the obtaining or execution of
the contract or any other contract with the Government for showing or forbearing to
show favour or dis-favour to any person in relation to the contract or any other
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contract with the Government.

4.3. The BIDDER further confirms and declares to the TENDERING AUTHORITY that
the BIDDER in the original Manufacture/Integrator/Authorized government
sponsored export entity of the stores and has not engaged any individual or firm or
company whether Indian or foreign to intercede, facilitate or in any way to
recommend to the TENDERING AUTHORITY or any of its functionaries, whether
officially or unofficially to the award of the contract to the BIDDER, nor has any
amount been paid, promised or intended to be paid to any such individual, firm or
company in respect of any such intercession, facilitation or recommendation.

4.4. The BIDDER, either while presenting the bid or during pre-contract negotiations or
before signing the contract, shall disclose any payment he has made, is committed to
or intends to make to officials of the TENDERING AUTHORITY or their family
members, agents, brokers or any other intermediaries in connection with the contract
and the details of services agreed upon for such payments.

4.5. The BIDDER will not collude with other parties interested in the contract to impair
the transparency, fairness and progress of the bidding process, bid evaluation,
contracting and implementation of the contract.

4.6. The BIDDER will not accept any advantage in exchange for any corrupt practice,
unfair means and illegal activities.

4.7. The BIDDER shall not use improperly, for purpose of competition or personal gain,
or pass on to others, any information provided by the TENDERING AUTHORITY
as part of the business relationship, regarding plans, technical proposal and business
details, including information contained in any electronic data carrier. The BIDDER
also undertakes to exercise due and adequate care lest any such information is
divulged.

4.8. The BIDDER commits to refrain from giving any complaint directly or through any
other manner without supporting it with full and verifiable facts.

4.9. The BIDDER shall not instigate or cause to instigate any third person to commit any
of the acts mentioned above.

5. PREVIOUS TRANSGRESSION

5.1. The BIDDER declares that no previous transgression occurred in the last three years
immediately before signing of this Integrity Pact with any other government body in
India in respect of any corrupt practices envisaged hereunder or with any Public
Sector Enterprise in India or any Government Department in any state or in India that
could justify BIDDER's exclusion from the tender process.

5.2. If the BIDDER makes incorrect statement on this subject, BIDDER can be
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disqualified from the tender process or the contract, if already awarded, can be
terminated for such reason.

6. EARNEST MONEY (SECURITY DEPOSIT)

6.1. Every BIDDER while submitting commercial bid, shall deposit an amount as
specified in TENDER as Earnest Money/Security Deposit, with the TENDERING
AUTHORITY

6.2. No interest shall be payable by the TENDERING AUTHORITY to the BIDDER on

Earnest Money/Security Deposit for the period of its currency.

7. SANCTIONS FOR VIOLATIONS

7.1. Any breach of the aforesaid provisions by the BIDDER or any one employed by it or
acting on its behalf (whether with or without the knowledge of the BIDDER) shall
entitle the TENDERING AUTHORITY to take all or any one of the following
actions, wherever required:

7.1.1. To immediately call off the pre contract negotiations without assigning any
reason or giving any compensation to the BIDDER. However, the proceedings
with the other BIDDER(s) would continue.

7.1.2. To forfeit fully or partially the Earnest Money Deposit (in pre-contract stage),
as decided by the TENDERING AUTHORITY and the TENDERING
AUTHORITY shall not be required to assign any reason therefore.

7.1.3. To immediately cancel the contract, if already signed, without giving any
compensation to the BIDDER.

7.1.4. To encash the advance bank guarantee and performance bond/warranty bond,
if furnished by the BIDDER, in order to recover the payments, already made by
the TENDERING AUTHORITY, along with interest.

7.1.5. To cancel all or any other contracts with the BIDDER and the BIDDER shall
be liable to pay compensation for any loss or damage to the TENDERING
AUTHORITY resulting from such cancellation/rescission and the TENDERING
AUTHORITY shall be entitled to deduct the amount so payable from the
money(s) due to the BIDDER.

7.1.6. To debar the BIDDER from participating in future bidding processes of the
Government of Chhattisgarh for a minimum period of five years, which may be
further extended at the discretion of the TENDERING AUTHORITY.

7.1.7. To recover all sums paid in violation of this Pact by BIDDER(s) to any
middlemen or agent or broken with a view to securing the contract.

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7.1.8. In cases where irrevocable Letters of Credit have been received in respect of
any contract signed by the TENDERING AUTHORITY with the BIDDER, the
same shall not be opened.

7.1.9. If the BIDDER or any employee of the BIDDER or any person acting on
behalf of the BIDDER, either directly or indirectly, is closely related to any of
the officers of the TENDERING AUTHORITY, or alternatively, if any close
relative of an officer of the TENDERING AUTHORITY has financial
interest/stake in the BIDDER's firm, the same shall be disclosed by the BIDDER
at the time of filling of tender. Any failure to disclose the interest involved shall
entitle the TENDERING AUTHORITY to rescind the contract without payment
of any compensation to the BIDDER.

7.1.10. The term 'close relative' for this purpose would mean spouse whether residing
with the Government servant or not, but not include a spouse separated from the
Government servant by a decree or order of a competent court; son or daughter
or step son or step daughter and wholly dependent upon Government servant, but
does not include a child or step child who is no longer in any way dependent
upon the Government servant or of whose custody the Government servant has
been deprived of by or under any law; any other person related, whether by
blood or marriage, to the Government servant or to the Government servant's
wife or husband and wholly dependent upon Government servant.

7.1.11. The BIDDER shall not lend to or borrow any money from or enter into any
monetary dealings or transactions, directly or indirectly, with any employee of
the TENDERING AUTHORITY , and if he does so, the TENDERING
AUTHORITY shall be entitled forthwith to rescind the contract and all other
contracts with the BIDDER. The BIDDER shall be liable to pay compensation
for any loss or damage to the TENDERING AUTHORITY resulting from such
rescission and the TENDERING AUTHORITY shall be entitled to deduct the
amount so payable from the money(s) due to the BIDDER.

7.2. The decision of the TENDERING AUTHORITY to the effect that a breach of the
provisions of this pact has been committed by the BIDDER shall be final and
conclusive on the BIDDER. However, the BIDDER can approach the Monitor(s)
appointed for the purposes of this Pact.

8. FALL CLAUSE

The BIDDER undertakes that he has not supplied/is not supplying similar
product/systems or subsystems at a price lower than that offered in the present bid in
respect of any other Department of the Government of Chhattisgarh or PSU and if it
is found at any stage that similar product/systems or sub systems was supplied by the
BIDDER to any other Department of the Government of Chhattisgarh or a PSU at a
lower price, then that very price, with due allowance for elapsed time, will be
applicable to the present case and the difference in the cost would be refunded by the
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BIDDER to the TENDERING AUTHORITY,. if the contract has already been

concluded.

9. INDEPENDENT MONITORS

9.1. The TENDERING AUTHORITY will appoint Independent Monitors (hereinafter

referred to as Monitors) for this Pact.

9.2. The task of the Monitors shall be to review independently and objectively, whether
and to what extent the parties comply with the obligations under this Pact.

9.3. The Monitors shall not be subject to instructions by the representatives of the parties
and perform their functions neutrally and independently.

9.4. Both the parties accept that the Monitors have the right to access all the documents
relating to the project/procurement, including minutes of meetings. The Monitor shall
be under contractual obligation to treat the information and documents of the
BIDDER/Subcontractor(s) with confidentiality.

9.5. As soon as the Monitor notices, or has reason to believe, a violation of this Pact, he
will so inform the Authority designated by the TENDERING AUTHORITY.

9.6. The Monitor will submit a written report to the designated Authority of
TENDERING AUTHORITY/Secretary in the Department/within 8 to 10 weeks from
the date of reference or intimation to him by the TENDERING
AUTHORITY/BIDDER and, should the occasion arise, submit proposals for
correcting problematic situations

10. FACILITATION OF INVESTIGATION

In case of any allegation of violation of any provisions of this Pact or payment of

commission, the TENDERING AUTHORITY or its agencies shall be entitled to examine
all the documents including the Books of Accounts of the BIDDER and the BIDDER
shall provide necessary information of the relevant documents and shall extend all
possible help for the purpose of such examination.

11. LAW AND PLACE OF JURISDICTION

This Pact is subject to Indian Law, the place of performance and jurisdiction shall be the
seat of the TENDERING AUTHORITY.

12. OTHER LEGAL ACTIONS

The actions stipulated in this Integrity Pact are without prejudice to any other legal action
that may follow in accordance with the provisions of the any other law in force relating to
any civil or criminal proceedings.

13. VALIDITY

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13.1. The validity of this Integrity Pact shall be from the date of its signing and
extend up to 5 years or the complete execution of the contract to the satisfaction of
both the TENDERING AUTHORITY and the BIDDER/Seller whichever is later. In
case BIDDER is unsuccessful, this Integrity Pact shall expire after six months from
the date of the signing of the contract.

13.2. If one or several provisions of this Pact turn out to be invalid; the remainder of
this Pact shall remain valid. In such case, the parties will strive to come to an
agreement to their original intentions.

14. The parties hereby sign this Integrity Pact

at.............................................on...........................

TENDERING AUTHORITY BIDDER

Name of the Officer

Designation

Witness Witness

1).................................................................
1).................................................................

2).................................................................
2).................................................................

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ANNEXURE IX: PROPOSAL COVERING LETTER

Scanned copy of original (duly signed by bidder) as part of Technical Proposal to uploaded
Online - (Envelope B –Online)
[Date]
To,
The MD,
Nava Raipur Atal Nagar Smart City Corporation Ltd,
Paryawas Bhawan, North Block,
Sector -19, Nava Raipur Atal Nagar, Chhattisgarh–492002
E-Mail: [email protected]
Dear Sir,
I ………………………….. (Name of the bidder) hereby submit our proposal in response to
RFP No. ……… and confirm that :
1. All information provided in this proposal and in the attachments is true and correct to the
best of our knowledge and belief.
2. We shall make available any additional information if required to verify the correctness
of the above statement.
3. Certified that the period of validity of bids is 90 days from the last date of submission of
proposal, and
4. We are quoting for all resources under all categories mentioned in the tender.
5. We the Bidders are not under a Declaration of Ineligibility for corrupt or fraudulent
practices or blacklisted by any of the Government agencies as on the date of submission
of Bid. NAVA RAIPUR ATAL NAGAR SMART CITY CORPORATION LTD may
contact the following person for further Information regarding this tender:
a. Name and full address of office, Contact No., Email ID, Company Name
b. Name and full address of office, Contact No., Email ID, Company Name
6. We are submitting our Eligibility Criteria proposal bid documents and technical bid
documents
a. In soft format in e-Procurement portal.

Dated this Day of 2024

(Signature) (In the capacity of)
Duly authorized to sign the Tender Response for and on behalf of:
(Name and Address of Company) Seal/Stamp of bidder
Witness Signature:

Witness Name:
Witness Address:

CERTIFICATE AS TO AUTHORISED SIGNATORIES

I, certify that I am …………………………… of the …………………, and that

……………………………………………………………… who signed the above Bid is
authorized to bind the corporation by authority of its governing body.
Date
(Seal here)
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ANNEXURE X: FINANCIAL PROPOSAL FORMAT

(To be filled online in e-Procurement portal only. If any bidder will submit the financial
proposal in Envelope A or B then the bid will be rejected)
RFP No.
To
MD
Nava Raipur Atal Nagar Smart City Corporation Ltd,
Paryawas Bhawan, North Block,
Sector -19, Nava Raipur Atal Nagar,
Chhattisgarh–492002

Sir,
I /We hereby submit our Proposal for the “Empanelment of Call Centre Service Provider
for Government Services” in accordance with the special Terms and Conditions as well as
Scope of work.

We submit herewith the Financial Proposal (fees) for the assignment proposed by
NRANSCCL:
Position Name Man-month rate (Inclusive Man-month rate (Inclusive
all taxes) all taxes)
(without CRM – Service (with CRM – Service
Category I) Category II)
Call Centre Agents
Supervisor
Quality Analyst
Manager

Terms & Conditions: -

1. The above rates are inclusive of all expenses required for deployment of a resource in
Chhattisgarh.
2. The rates quoted in the above table are for First year of the empanelment. These rates
shall be increased by 5% annually for successive years during the term of the
empanelment contract or any extension thereof.
3. The Payment for the aforesaid quoted value shall be paid in accordance with Payment
Terms.

I/We agree to all the terms & conditions as mentioned above & in the bidding document and
submit that we have not submitted any deviations in this regard.

Signature of Bidder........... Place:

Name.................... Date:
Designation...................
Seal

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ANNEXURE XI: GUIDELINE FOR E-PROCUREMENT

Guidelines for bidders on using Integrated e-Procurement System Govt. of Chhattisgarh.

https://eproc.cgstate.gov.in

Note: These conditions will over-rule the conditions stated in the tender document(s),
wherever relevant and applicable.

1. Vendor / Bidder Registration on the e-Procurement System:

.
All the Users / Bidders (Manufacturers / Contractors / Suppliers / Vendors / Distributors etc.)
registered with and intending to participate in the Tenders of various Govt. Departments /
Agencies / Corporations / Boards / Undertakings under Govt. of Chhattisgarh processed using
the Integrated e-Procurement System are required to get registered on the centralized portal
https://eproc.cgstate.gov.in and get approval on specific class (e.g. A, B, C, D, UGE, UDE,
Others/Open) from Public Works Department (in case to participate in tenders restricted to
vendors / bidders in a particular class).

The non – registered users / bidders who are also eligible to participate in the tenders floated
using the e-Procurement system are also required to be registered online on the e-Procurement
system.

Vendors are advised to complete their online enrolment / registration process on the portal well
in advance to avoid last minute hassle, it is suggested to complete enrolment at least four days
before the last date of bid submission date, failing which may result in non-submission of bids
on time for which vendor/end user shall be solely responsible.

For more details, please get in touch with e-Procurement system integrator, M/s. Mjunction
Services Limited, Raipur – 492 001 on Toll free 1800 258 2502 or email
[email protected].

2. Digital Certificates:

The bids submitted online must be signed digitally with a valid Class II / Class – III Digital
Signature Certificate to establish the identity of the bidders submitting the bids online. The
bidders may obtain pair of Encryption & Signing Class – II / Class – III Digital Certificate
issued by an approved Certifying Authority (CA) authorized by the Controller of Certifying
Authorities (CCA), Government of India.

Note: It may take upto 7 to 10 working days for issuance of Class-II / Class-III Digital
Certificate, Therefore the bidders are advised to obtain it at the earliest. It is compulsory to
possess a valid Class-II / Class-III Digital Certificate while registering online on the above
mentioned e-Procurement portal. A Digital Certificate once mapped to an account / registration
cannot be remapped with any other account / registration however it may be inactivated /
deactivated.

Important Note: bid under preparation / creation for a particular tender may only be submitted
using the same digital certificate that is used for encryption to encrypt the bid data during the
bid preparation / creation / responding stage. However bidder may prepare / create and submit

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a fresh bid using his/her another / reissued / renewed Digital Certificate only within the
stipulated date and time as specified in the tender.
In case, during the process of a particular bid preparation / responding for a tender, the bidder
loses his/her Digital Certificate because of any reason they may not be able to submit the same
bid under preparation online, Hence the bidders are advised to keep their Digital Certificates
secure to be used whenever required and comply with IT Act 2000 & its amendments and
CVC guidelines.

The digital certificate issued to the authorized user of an individual / partnership firm / private
limited company / public limited company / joint venture and used for online bidding will be
considered as equivalent to a no-objection certificate / power of attorney to the user.

Unless the certificate is revoked, it will be assumed to represent adequate authority of the
specific individual to bid on behalf of the organization / firm for online tenders as per
Information Technology Act 2000. This authorized user will be required to obtain a valid
Class-II / Class-III Digital Certificate. The Digital Signature executed through the use of
Digital Certificate of this authorized user will be binding on the organization / firm. It shall be
the responsibility of management / partners of the concerned organization / firm to inform the
Certifying Authority, if the authorized user changes, and apply for a fresh digital certificate for
the new authorized user.

3. Online Payment: As the bid is to be submitted only online, bidders are required to make
online payment(s) of the Registration fee / Transaction or Service fees / EMD using the online
payments gateway services integrated into the e-Procurement system using various payment
modes like Credit Card / Debit Card / Internet Banking / Cash Card / NEFT / RTGS etc.

For the list of available online modes of electronic payments that are presently accepted on the
online payments gateway services, please refer the link ‘Payments accepted online’ on the
eProcurement portal https://eproc.cgstate.gov.in.

4. Setup of User’s Computer System: In order to operate on the e-Procurement system for a
bidder / user, the computer system / desktop / laptop of the bidder is required to have Java ver.
765 , Internet explorer 9 / 11, latest Mozila firefox with IE Tab V2 (Enhanced IE Tab) or any
other latest browser. A detailed step by step document on the same is available on the home
page. Also internet connectivity should be minimum one MBPS.

5. Publishing of N.I.T.: For the tenders processed using the e-Procurement system, only a
brief advertisement notice related to the tender shall be published in the newspapers and the
detailed notice shall be published only on the e-Procurement system. Bidders can view the
detailed notice, tender document and the activity time schedule for all the tenders processed
using the e-Procurement system on the portal https://eproc.cgstate.gov.in.

6. Tender Time Schedule: The bidders are strictly advised to follow the tender time for their
side for tasks / activities and responsibilities to participate in the tender, as all the activities /
tasks of each tender are locked before the start time & date and after the end time & date for
the relevant activity of the tender as set by the concerned department official.

7. Download Tender Document(s): The tender document and supporting document(s) if any
can be downloaded only online. The tender document(s) will be available for download to

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concerned bidders after online publishing of the tender and up to the stipulated date & time as
set in the tender.

8. Submit Online Bids: bidders have to submit their bid online after successful filling of
forms within the specified date and time as set in the tender.

The encrypted bid data of only those bidders who have submitted their bids within the
stipulated date & time will be accepted by the e-Procurement system. It is expected that the
bidder complete his bid ad submit within timeline, a bidder who has not submitted his bid
within the stipulated date & time will not be available during opening.

Bid documents uploading during bid preparation should be less than five MB (for individual
document) and over all bid documents should be less than fifty MB.

9. Submission of Earnest Money Deposit: The bidders shall submit their Earnest Money
Deposit Either as usual in a physically sealed Earnest Money Deposit envelope and the same
should reach the concerned office OR Online using payment gateway as stated in the Notice
Inviting Tender. Bidders also have to upload scanned copy of Earnest Money Deposit
instrument.

10. Opening of Tenders: The concerned department official receiving the tenders or his duly
authorized officer shall first open the online Earnest Money Deposit envelope of all the bidders
and verify the same uploaded by the bidders. He / She shall check for the validity of Earnest
Money Deposit as required. He / She shall also verify the scanned documents uploaded by the
bidders, if any, as required. In case, the requirements are incomplete, the next i.e. technical and
commercial envelopes of the concerned bidders received online shall not be opened.

The concerned official shall then open the other subsequent envelopes submitted online by the
bidders in the presence of the bidders or their authorized representatives who choose to be
present in the bid opening process or may view opened details online.

10. Briefcase: Bidders are privileged to have an online briefcase to keep their documents
online and the same can be attached to multiple tenders while responding, this will facilitate
bidders to upload their documents once in the briefcase and attach the same document to
multiple bids submitting.

For any further queries / assistance, bidders may contact:

1. The Service Integrator of e-Procurement system, M/s. Mjunction Service Ltd. on Help Desk
Toll free No. 1800 258 2502 or email [email protected].

2. Mr. Shailesh Kumar Soni, Sr. Manager, CHiPS on Tel. No. 0771 – 4014158.

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 Notice Inviting Tender | Website: https://eproc.cgstate.gov.in

ANNEXURE-XII Format for Certifying that Online & Offline Documents are
identical
(To be provided in original as part of online Envelope-B: Technical Proposal)

Date...................................
To,
MD
Nava Raipur Atal Nagar Smart City Corporation Ltd,
Paryawas Bhawan, North Block,
Sector -19, Nava Raipur Atal Nagar,
Chhattisgarh–492002
Dear Sir,
Ref.: RFP No.
I ………………………….. (Name of the bidder) hereby submit one set of original documents
of our proposal (except the financial proposal) in response to RFP no . ……… ……………..
and confirm that :

1. Online and Offline documents are identical.

2. In case of discrepancies in online & offline documents, Online Documents would be

considered valid.

3. Offline Documents does not include Financial Proposal. In case, it contains the Financial
Proposal, our bid will be summarily rejected.

Signature of Bidder........... Place:

Name.................... Date:
Designation.................

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 Notice Inviting Tender | Website: https://eproc.cgstate.gov.in

ANNEXURE-XIII Affidavit of Correct Information

[Rs.100/- (Rupees Hundred only) Stamp Paper duly notarized]

To,
MD,
Nava Raipur Atal Nagar Smart City Corporation Ltd(NRANSCCL),
Nava Raipur Atal Nagar – 492002

With reference to the RFP no……………. documents submitted to NRANSCCL, we hereby

undertake that other than the details provided under BID Submission, we have no dispute/
litigation/ legal proceedings against any of our clients, in any of our projects other than the
listed.

All documents and information submitted in Technical Tender (including the above
undertaking) are certified to be accurate, correct and final. In the event that any of the
documents or information submitted by us is found to be in-accurate/ incorrect/ misleading, we
understand that our Tender is liable to be cancelled or if contract is awarded, contract is liable
to be terminated without prejudice to any of the rights of NRANSCCL, which otherwise may
be accruable to NRANSCCL.

I also undertake that I will furnish all other documents required under the Tender document or
contract, after signing the agreement during execution of work.

Signature of Bidder

Date:_____________

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