Invitation for Pre-bid tie-up for working in Saudi Arabia Project with TCIL. No. TCIL/66/EGOV/2017/Saudi Arabia/Call Center 24/03/2017

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1 No. TCIL/66/EGOV/2017/Saudi Arabia/Call Center 24/03/2017 Sub: Selection of back end partner for participating in Saudi Arabia Tender for establishment and operation of the National Contact Center at three places under Saudi e- Government program of Ministry of Communications and Information Technology Procurement Department, Riyadh, Kingdom of Saudi Arabia. INTRODUCTION: Telecommunications Consultants India Ltd.(TCIL), is a Government of India Enterprise under Ministry of Communications. TCIL is a world-reputed organization for providing turnkey solution from concept to completion in the field of IT, Telecommunications, Civil Infrastructure and other Hi-Tech areas/sectors. TCIL has successfully completed a number of Turn-Key projects in IT, Telecom, Satcom, Power, Civil Infrastructure and Consultancy projects throughout the world in last 38 years since its inception in For a detailed account of TCILs credentials, please visit website TCIL is looking for a back-end partner having prior similar project implementation experience in India or abroad preferably in Saudi Arabia and willing to work with TCIL on back-to-back terms of the RFP/tender published by client. Interested parties may submit their Techno-Commercial offer (Two-Bid) as asked below latest by The bidders who full-fill the Eligibility conditions are requested to submit Techno-Commercial offer to partner with TCIL for participating in this Tender. Objectives of the Project The following is a list of the objectives which the Ministry seeks to achieve through this project: The provision of the information and answers relating to the Governmental E- Transactions in a professional, swift and appropriate manner consistent with the queries and questions of the beneficiaries through several channels. Provision of solutions and all multiple answers through several channels for the citizens, residents, business sector and visitors. Facilitation of electronic searches and communication for citizens and all sectors. Reducing of the burdens on the main sectors rendering the services. Raising the level of quick response of the governmental sector as to the provision of assistance in a timely manner, particularly in emergency situations and under difficult conditions. e-governance Division Page 1

2 Project Duration Three years including the two phases: The first phase: Operation for three years commencing from the notification date of starting work. The second phase: Taking over and transfer of the operation duties so that they begin before the expiry of the operation phase. Scope of Work The scope of work includes the establishment and operation of the National Contact Center (Amer2) for Governmental E-Transactions according to the best technical and security specifications by providing standard communication Center and support for the governmental entities, provision of the services of communication with the Center customers through the available communication channels (telephone, outgoing and incoming calls, SMS, fax, , website, live chats, direct communication through the website, social communication: Facebook and Twitter and Mobile application) to provide the service of quick reply to queries or support in relation to the E- Transactions and services provided by the governmental entities to beneficiaries inclusive of citizens, residents, business sector and other governmental entities through the complete use of Outsource service provider, the operation of Customer Relation Management currently available at the Center and the necessary improvements to upgrade the provision of the service to all governmental entities associated with the Center. Resource on- boarding and training Resource planning and recruitment AMER (Saudi National Call Centre) expects the bidder to deploy adequately skilled and trained resources for answering AMER channels, to provide a consistent and high quality experience along with a high percentage of first time resolution to the AMER customers. To ensure this AMER would expect the bidder to deploy: Task Customer Services Officer Center Operations Supervisor Description Is an officer who receives the incoming operations, responds to queriesand takes the necessary procedures in the systems to serve the customer by opening tickets or follow-up of previous tickets. 1- Direct supervision over the performance of team leaders and their employees. 2- Coordination with contact officers at the governmental entities and supervision over the e-governance Division Page 2

3 Work Support Officer Work Support Officer (Operations Support and BA & OS Work Analysis Quality Team Leader operations of the governmental entities inside the Center. 3- Management of the reports of the governmental entities required by them. 4- Coordination with the project coordinator and human resources concerned with all affairs of the Center employees. 5- Approval of permissions and leave for male and female employees. 6- Approval of payroll sheets at the Center. 7- Implementation of the procedures sent by Operations Department. 1- Coordination as to applying for the systems usersfor the new male and female employees. 2- Receipt and check of operation reports from team leader. 3- Sending of the report of the daily and weekly operations and what is related to the daily, weekly and monthly performance of attendance and departure for male and female employees, operations director, project director and the supervisor. 8- Compilation and coordination of reports of the governmental entities required to be sent to the Center. 1- Approval of preparation and scheduling of shifts for the Center. 2- Follow-up of movement of employment, resignations, absenteeism, asking permission at the Center. 3- Follow-up of completion of procedures of association of the governmental entities, development, addition or cancellation of services for the governmental entities. 4- Follow-up with the operations director as to the procedures of the governmental entities currently associated and in the process of association. 5- Follow-up of implementation of action plans for all procedures at the Center. 1- Direct supervision over the performance of the quality team members. 2- Follow-up of the course of daily work as to quality analysis. e-governance Division Page 3

4 Quality Analyst 3- Follow-up of the reports of the Center Comprehensive performance. 4- Submitting of quality and performance reports to the operations director and the Center supervisor 1- Provision of support to the operations team at the Center for the achievement and sustainability of the Center objectives through the provision of an accurate analysis in a timely manner. 2- Evaluation and follow-up of calls. 3- Preparation of quality reports for calls, absenteeism, asking permission and identification of variation therein. 4- Follow-up of compliance with corrective actions. 5- Performing of continuous development for performance measurement standards. 6- To ensure reporting on the main problems relating to the action and taking the corrective actions to ensure quality. 7- To ensure continuous improvement of quality standards through direct reporting on violations harmful to performance. 8- To make sure of provision of exact solutions to customers by customer service representatives. 9- Providing team leaders, supervisor and operations director with regular briefing on the performance of customer service representative and systems. Team leader at the Center 1- Direct supervision over the performance of the team members. 2- Direct supervision over the performance of team leaders at men division and women division. 3- Management of Real Time and DASH BOARD at the Center. 4- Submission of reports of attendance and departure of its team to work support officer and supervisor. e-governance Division Page 4

5 Leader of the team of direct channels (men division and women division) 5- Follow-up with quality team to regulate the daily procedures at the Center. 6- Follow-up with quality to identify the weaknesses and repeating of mistakes as to the team. 7- Mentoring and training for the team. 8- Submission of the reports of the employees procedural and behavioural mistakes at the Center to the supervisor of the Center. 9- Follow-up with information technology in case of problems with systems. 10- Submission of the systems quality reports to the supervisor of the Center. 11- Achievement of the daily performance indicators of the Center. 12- Deputation of supervision and operations management. 1- Direct supervision over the performance of the team members. 2- Submission of reports of attendance and departure to work support officer and the supervisor. 3- Follow-up with quality team to regulate the daily procedures at the Center. 4- Follow-up with the quality to identify the weaknesses and repeating of mistakes as to the team. 5- Mentoring and training for the team. 6- Submission of the reports of the employees procedural and behavioural mistakes at the Center to the supervisor of the Center. 7- Follow-up with information technology in case of problems with systems. 8- Submission of the systems quality reports to the supervisor of the Center. 9- Achievement of the daily e-governance Division Page 5

6 performance indicators of the Center. Senior trainer and training officer Training officer for men division Training officer for women division 1- Welcoming of newly recruited employees. 2- Follow-up of completion of their papers with the female supervisor. 3- Follow-up of their attendance and departure. 4- Commencement of their training according to the agreed plan at the Center. 5- Attendance of training workshops of the governmental entities. 6- Transfer of knowledge to team leaders and employees. 7- Support of quality works concerned with raising of performance quality at the Center. 8- Compilation, follow-up and update of training materials. 9- Amendment to training procedures and training material, if required. 10- Identification of the training requirements at the Center. 11- Conducting of refresher workshops which transfer knowledge. 12- Follow-up of operations works and attendance of Yesser s events. The Project Management Requirements Yesser s (Saudi e-government plan) PMO supervises the execution of Yesser s all projects and will work with the contractor for the duration of execution of the project. This requires that the contractor has a clear methodology as to the management of projects consistent with the international standards adopted in the management of projects. In order to meet the requirements of the project management, the contractor shall provide the following: 1- Project Charter 2- Detailed Project Schedule 3- Document of the project work scope e-governance Division Page 6

7 4- Records of risks and issues 5- Weekly/ monthly/ quarterly etc. report on the course of the project. 6- Project management plan including the following: o Management plan of work scope supported with the resources assigned to execution. o Timetable management plan. o Risk management plan. o Quality management plan. o Documentation management plan. o Management plan of issues and escalation procedures. o Communication management plan. Plan of Training and Transfer of Knowledge The following divisions present the different plans that the contractor should prepare during the project. 1- Work scope management plan The Contractor shall provide a clarification on the scope management method provided same includes the processes and procedures adopted in the work scope management. 2- Quality management plan The Contractor shall provide a clarification on the quality management method provided same includes the procedures adopted in the quality management in terms of check and revision of outputs. 3- Documentation management plan 4 Management plan of issues and escalation 5. Timetable management The Contractor shall document the project and its outputs and provide the management with the documents connected with all components and outputs of the project and related matters such (software and devices) during all agreed phases of the project and what is agreed upon with the management before and during the project. The Contractor shall provide a clarification on the method of issues management provided same includes the processes and procedures adopted in in issues management. The Contractor shall provide the schedule management with an appropriate detail and e-governance Division Page 7

8 6. Communication management plan 7. Periodic and progress reports milestones. The Contractor shall clarify the method of communication management during the project and same shall include matricesand the procedures showing the roles, responsibilities, reports and correspondence. Given the sensitivity of the project which requires continuous follow-up and coordination during the execution of the project, the Ministry will continuously follow up the achievement of the tasks required from the contractor through PMO of the program and the contractor shall provide periodic reports at the different phases of the achievement of the project. Bill of Quantity Sr. No. Description Unit Numbers Unit Price Total Price 1 Contact officer Employee Center operations Employee 1 supervisor 3 Work support officer Employee 1 (reports) 4 Work support officer Employee 1 (operations support and BA & OS work analysis 5 Quality team leader Employee 1 6 Quality analyst Employee 10 7 Senior team leader Employee 1 8 Direct channels team leader (men division and women division) Employee 10 9 Indirect channels team Employee 3 leader (men division and women division) 10 Senior trainer and training officer Employee 1 11 Training officer for men Employee 3 division 12 Training officer for women division Employee 3 e-governance Division Page 8

9 Cost of profession services by request Sr. No. Description Unit Unit Price Total Price 1- Professional services Hour AMER (Saudi National Call Centre) has been live for around four years and serves 22 Government Agencies(GA) and the target is to increase Government agencies to 60 during next coming 3 years. In addition, several Government agencies waiting in pipeline to join AMER. To date, approximate 128 full time call center agents work in AMER and facility operates 24 hours a day, 7 days a week. Though, this is a reasonable size operation, the call center manages on average over the last six month, around 3500 transactions per day. More importantly, this volume of traffic will increase once other Government agencies join AMER. AMER is located in one of outsourcing call center operators in Riyadh, KSA, sharing the technology infrastructure with all the other clients of the operator. This outsourcing facility is home to multiple campaigns. AMER has a disaster site which is located in Jeddah that it replicates the Riyadh facility, in that all the functionality of the Riyadh center can be found in the Jeddah center. AMER has a section within the Outsourcer facility. However, AMER has virtually branding in the facility that reflects home of AMER. The Facility is aligned with Saudi Labor Regulations that stipulate the segregation of the genders in the workplace. AMER Technology This section will cover the capacity of the technology infrastructure, the Avaya platform, and a Microsoft CRM implementation that serves as the front end where agents log the interactions. The AMER Contact Centre operates a truly multi-channel facility and with the exception of the video channel, all possible media channels deployed and live in the contact center and soon Mobile Application should be launched. Voice Channels This is by far the dominant channel. e-governance Division Page 9

10 Live chat This channel accessed through AMER websitewww gov.sa AMER operates its own website. This site and its contents are located within the AMER infrastructure and hosted by Outsourcer, responsible for the upkeep and maintenance of the site and its content. and SMS This is traditional channel for contact center. Social Networking AMER have Facebook page and AMER Twitter account. On Boarded Government Agencies Today, the AMER has service agreements with 22 Saudi Government Agencies (GA). These GA s benefit a full multichannel contact center operation capable of supporting them with all the available interaction channels, including Voice IVR Web chat Short Message Services (SMS) FAX Social Networking (Facebook, Twitter) All of these campaigns are inbound and though the facility is able to call back to reengage callers if needed. The Contact center operates a toll free number and all interaction within the contact center is free of charge to the user. Reports and Dashboards The function of Reports is to provide stakeholders with timeous and regular information as to the performance of the AMER. The scope of services that need to be provided by the successful bidder can be broadly classified into the following areas 1. Business Services Inbound e-governance Division Page 10

11 Outbound IVR Customer Segmentation AMER Channels 2. Infrastructure and Technology 3. Resources on-boarding and training Resource planning and recruitment Resource Training 4. Quality Assurance 5. Reporting and analytics Regulatory reporting MIS and reports for analytics Ad-hoc/ Customized reports 6. Other requirements Migration Ad-hoc campaigns Data archival Service Level Agreements. The successful bidder is expected to take handover from the current service provider within 2 months from the date of issue of Letter of Intent. The successful bidder is expected to provide a high quality service to AMER National Call Centre and adhere to the Service Level Agreement. For further details on above, you can refer attached Bilingual Tender document. AMER Channels AMER management at its discretion might also implement new channels at the Contact Centre in future. (Details in Bilingual Tender Document). Infrastructure and Technology The successful bidder shall provide in-scope Contact Centre services on an outsourced model from its premises. All the necessary infrastructure such as office space, headsets, telephones, desktops, internet connectivity etc. Should be provided by the service provider. The successful bidder shall be responsible for managing, deployment and maintenance of all the in-scope applications and resources. The e-governance Division Page 11

12 successful bidder is expected to provide all required applications and the required interfaces for providing services. An indicative list of technologies/solutions to be provided by the successful bidder shall include o CRM application to log the service requests and other customer interaction o Document management system o Call monitoring system o Voice logger o Automatic call distributor o Application based dialer o Complaint management system o Computer Telephony interface o Reporting and MIS tool o Workforce Management System For further details on above, you can refer attached Bilingual Tender document. 1. The Saudi Ministry shall be entitled to cancel or decrease some of the items, if required. This should be acceptable to back-to back partner. 2. In case one of the special conditions includes the provision of a sample, the offer shall be deemed to be incomplete in case of not providing thereof. This should be acceptable to back-to back partner. 3. The following valid official papers are required by Saudi Arabia Government. Attach, namely: a) Copy of Zakat and income payment certificate. b) Copy of the commercial registration or the licence. c) Copy of membership of Chamber of Commerce. d) Copy of social insurance certificate. e) Copy of labour office certificate (Saudization). f) Investment licence if the bidder is licensed in accordance with the law of foreign investment. g) Classification certificate in the field of works applied for in case the offer value requires classification in accordance with the provision of the law (contractors classification). e-governance Division Page 12

13 All offers provided shall be classified into types: Technical offer & financial offer and they shall be provided separately in two separate envelopes indicating the name of the applying company, name of the project and submission date. Financial should be submitted in two parts -1. Manpower charges 2. Establishment of three centers at Riyadh, Jeddah, Dammam (Two locations in north and south part of the kingdom as well as other two locations in al-ahsa a and al-madinah as optional) with installation & Commissioning of all required equipments/software to provide all services with scope for future addition/expansion as per RFP issued by Ministry of Communications and Information Technology, Saudi Arabia for Establishment, Operation and Management Project of the National Contact Center (AMER 2). Bidders should also give AMC charges per year for three years. Bidder should also specify minimum spare list with rate of each item. The offer should be valid for three & half months from the date of opening of bid. Terms & Conditions 1) Bidder should be ready to work with TCIL on back to back basis as per the tender terms and conditions for either of the two parts or both parts as per financial offer and implementing the project in the event of TCIL winning the contract for which Undertaking shall be submitted by the bidder. 2) Bidder should have experience in similar projects in India or abro ad preferably in Saudi Arabia. Documentary proof (Work Orders and completion certificate) for execution of similar works to be submitted with offer. 3) Bidder must have a minimum average turnover of Rs 20 Crores during the last 03 financial years i.e , , and (Company Profile with major client reference, Audited Balance sheet and solvency certificate from nationalized bank to be submitted with offer). 4) Bidder should submit a copy of valid sales tax/vat registration certificate, valid service tax registration certificate, PAN Card 5) Pre-bid document must be signed by the authorized person of the company. The Power of Attorney in the name of the Authorized person should be submitted along with the bid. 6) Bidder must submit a declaration that bidder has never defaulted or blacklisted regarding poor e-governance Division Page 13

14 performance/delivery or declared ineligible for corrupt and fraudulent practices in any department of Government of India or State Govt. or any agency in India or abroad. 7) TCIL will submit BG, PBG to the customers as per tender terms and conditions. The bidder shall in turn submit the counter BG, PBG to TCIL for the same value and validity period as per tender/po. 8) Even if TCIL is exempted for the submission of BG, PBG, by some customers, the bidder shall submit the same to TCIL for the value mentioned in the tender/po. 9) The successful bidder shall have to sign an Integrity Pact with TCIL and for which Undertaking is to be submitted with the Pre-bid. 10) The selected bidder shall be required to sign MoU with TCIL. Undertaking for the same is required to be submitted by the bidder. 11) The selected bidder will have to submit the MoU signing fee of Rs. 1,00,000 only (Rs. One Lakh Only) (non-refundable) in the form of Demand Draft in favour of Telecommunications Consultants India Limited payable at Delhi. 12) Incomplete bids will be rejected. 13) No proposal shall be allowed to modify or withdrawn after submission. 14) TCIL will do the presale, project monitoring, customer relationship management and billing management. 15) Penalties if any, levied by the customer will be passed on back to back to the selected bidder. 16) The payment shall be released to the partner after the receipt of payment from the customer and after deducting applicable taxes, TCIL margin and penalty if any. 17) The Bidders should give Clause-by-clause compliance of Pre-bid with references to supporting documents; otherwise the offers are liable for rejection. 18) The vendor shall indemnify TCIL for any claims related breach of patent, IP and any legal other issues with respect to the hardware and software solution. e-governance Division Page 14

15 19) All the costs incurred by the bidder for preparing the responses to this Pre-bid shall be borne by the bidder itself. 20) Any demonstration required by the customer shall be arranged by the bidder free of cost. 21) TCIL reserves the right to accept or reject in part or full any or all the P r e- bid s without assigning any reasons therefore and without incurring any liability to the respondent. 22) Enclose the valid certifications like ISO 9001:2008 ISO 27001, CMMi 3 or 5 Level etc of your organization if available. 23) If required, bidder should be authorized by the OEM / SP of the products to quote for the bid. The bidder shall be required to attach authorization certificate for selling, support, update and services with the OEM who meets the criteria under the Eligible goods and services of the equipment. Bidder should get an undertaking from the OEM that bidder would deliver the scope of services as mentioned in this document for required project duration. 24) Bidder is required to submit an undertaking by company secretary that they have no case pending/ registered with B.I.F.R Vendors experienced in similar nature of projects and ready to go with TCIL on back to back basis can reply back with their Pre-bid by up to hr at the below mentioned address. Shortlisted vendors will be asked to submit the entire techno-commercial proposal for the said tender. Regards Sanjeev Kumar Kesari Group General Manager (e-gov) Room No 204, T.C.I.L., TCIL Bhawan, Greater Kailash - I, New Delhi Id: skkesari.tcil@gmail.com/ sk.kesari@tcil-india.com Mb: Tel: , Fax: e-governance Division Page 15