Chandigarh Industrial & Tourism Development Corporation Limited Regd Office: SCO 121-122, Sector 17-B, Chandigarh 160017 Phone No. 0172 4644430-31-32-33-34, 2704761, Fax No. 0172-4644441 Email: info@citcochandigarh.com, Website: www.citcochandigarh.com OFFERS ARE INVITED FOR MANAGEMENT OF LOYALTY CARDS PROGRAM FOR CITCO S HOTEL MOUNTVIEW CITCO invites e-bids for MANAGEMENT OF LOYALTY CARDS PROGRAM FOR CITCO S HOTEL MOUNTVIEW. For off-line viewing of detailed terms and conditions, earnest money etc. please log on our website: http://citcochandigarh.com/corporate/tenders_notices.html. Tender documents are available on Chandigarh Administration website https://etenders.chd.nic.in/nicgep/app for online participation. Last date of loading/uploading of e-tenders is 30.06.2017 upto 6:55 P.M. The tenders uploaded by the tenderers will be opened online on 03.07.2017 at 11:00 AM. MD reserves the right to reject any or all tenders without assigning any reason. MANAGING DIRECTOR
REQUEST PROPOSAL [RFP] FOR MANAGEMENT OF LOYALTY CARD PROGRAM FOR CITCO s HOTEL MOUNTVIEW Bid Details in Brief Sl. No Description Details 1. Brief Description of the RFP Selection of vendor for Management of Loyalty Cards Program for CITCO s Hotel Mountview 2. Address for Chandigarh Industrial and Tourism Communication and Submission of Tender Development Corporation Limited, SCO 121-122, Sector 17-B, Chandigarh 3. Date of Issue 14.06.2017 4. Last Date of 30.06.2017 Submission Bids 5. Date and Time of 03.07.2017 at 11.00 A.M. Opening of Conformity to Eligibility Criteria 6. Date and time of 03.07.2017 at 11.00 A.M. Opening of Technical proposal 7. Date and time opening Will be intimated at a later date. of price/commercial bid 8. Earnest Money Deposit(Refundable) Rs.1,00,000/- The document can be downloaded from CITCO s website http://www.citcochandigarh.com
A. INTRODUCTION 1. About RFP CITCO wishes to engage a vendor for management of Loyalty Cards program for CITCO s Hotel Mountview. In this connection, CITCO invites sealed offers ( Conformity to Eligibility Criteria, Technical Proposal and Commercial Bid ) for selection of vendor for Management of Loyalty Cards Program for CITCO s Hotel Mountview for including and identifying specific target segments and designing customized loyalty solutions as and when felt necessary by CITCO as per the Terms & Conditions, Technical Specifications and Scope of Work described in this document. The RFP document is not a recommendation, offer or invitation to enter into a contract agreement or any other arrangement in respect of the services. The provision of the services is subject to observance of selection process and appropriate documentation being agreed between CITCO and successful bidder as identified by the CITCO after completion of the selection process. 2. Objective CITCO intends to select a vendor who can design, implement and manage customer loyalty Cards program, including identifying specific target segments and designing customized loyalty solutions as and when felt necessary by CITCO. 3. Eligibility Criteria: The bidders who qualify on each and all of the below mentioned criteria would be qualified to submit the bid and will be evaluated as per details provided further in this document. Bidder should provide full details on each of the below requirements. S No Eligibility Criteria Documents Required 1 The Bidder should be a company Incorporated in India with considerable Expertise in conceptualizing, designing, implementing and managing Loyalty Cards program. 2 The Bidder should have expertise in providing the solution for atleast two 3/5 Star Hotels in India. 3 The Bidder must have the capability of managing and maintaining a customer base of a minimum of 5000 Card members initially and larger customer base in future. Certified copy of Certificate of Incorporation in case of private limited company and Certificate of Commencement of Business in case of public limited company. Proof in this regard to be submitted Proof for having providing the solution to CITCO with card base of atleast 5000 members.
4 The Bidder should have the infrastructure for timely support to attend the customer grievances on loyalty Cards. Declaration to this effect has to be submitted by the bidder 5 The Bidder should have a turnover of atleast Rs 2.00 Crores during the last 3 financial years. Proof to be submitted by the Bidder. 4. Requirement Details CITCO intends to avail services for Implementation of Loyalty Cards program Management System. The details of model are as follows:- CITCO intends to avail services to design, implement and manage customer loyalty Cards. Functionalities required under the Management of Loyalty Cards Program for:- a. Setting up the required infrastructure for the Management of Loyalty Cards program. b. Supports functional activities like MIS report generation, providing support to customers. c. The Agreement will be for a minimum period of 3 years and can be extended for a period of 3 Months based on the satisfactory performance of the bidder at the sole discretion of the CITCO. 5. Scope of Work a) Manage the call center: Should maintain a call center set up to handle inbound / outbound customer calls for loyalty Cards program management and any other issues or feedback from the customers. All the charges will be borne by the successful bidder. b) Marketing & creative development: Conducting basic research for understanding customer spending behavior.
6. MIS Reports: Designing, printing & dispatch of publicity material like posters, leaflet etc. to help the CITCO carry out card promotion. Digital Marketing of the program Deploys regular email and SMS communications to the card holders regarding awareness, timely offers, Launch various campaigns at their cost during festive season to accelerate the spends of CITCO cardholders. Provide information on latest trends in managing loyalty programs across diverse industries. Study and report the impact of the campaigns/ strategies implemented by it. A detailed report on each campaign will have to be provided from time to time. a) Monthly report on customers profile created b) Monthly report on accrual data in cardholders accounts - Differentiated on contribution from CITCO and Bidder. c) Monthly Statement of CITCO Account d) Monthly statement of lapsed points e) Monthly list of cardholders f) Any other report requested by CITCO from time to time. g) The bidder should have a Disaster Recovery Site and submit Business Continuity Plan (BCP) to the CITCO. The vendor shall also provide audit trail of points earned and redeemed by CITCO Customers. B. PROCEDURE FOR E-TENDERING 1. The Bids shall be received electronically only through the website etenders.chd.nic.in. 2. Bid Document can be downloaded from the website of Chandigarh Administration http://etenders.chd.nic.in/nicgep. 3. The Bidders shall have to submit their Bids (Technical Bid & Financial Bid) online in Electronic Format with Digital Signatures. For participation in the e-tendering process, the Bidders need to register themselves on http://etenders.chd.nic.in/nicgep. On registration they will be provided with a user ID and a system generated password enabling them to submit their Bids online using Digital System Certificate (DSC). 4. The Bids shall be uploaded in Electronic Format on the website http://etenders.chd.nic.in/nicgep.scanned copies of
Earnest Money Deposit, Document and Eligibility Documents shall also be uploaded along with Technical Bid within prescribed time limit. 5. EMD in original as uploaded by the Bidder shall be placed in the manner as described in the Bid Document and shall be submitted in person by the specified date and time in General Manager (F&A) Cell, CITCO, SCO 121-122, Sector 17-B, Chandigarh. The Agency who fails to submit the EMD as mentioned above, in physical form on or before the prescribed date will be declared as ineligible and the Bid submitted by them shall be declared as invalid. 6. The Agency has to produce the original documents as and when asked for by General Manager (F&A), CITCO. The failure of the Agency to furnish the said original documents will entail rejection of its tender summarily. 7. Instructions to Bidders regarding e-tendering process: a) Tenders without digital signatures will not be accepted by the Electronic Tendering system. No Tender will be accepted in physical form and in case it has been submitted in the physical form it shall be rejected summarily. b) Bids will be opened online as per time schedule mentioned above. c) Before submission of online Bids, Bidders must ensure that scanned copies of all the necessary documents have been uploaded with the Bid. d) It will be mandatory for all the Bidders to upload all the documents mentioned under Tender Details template. e) CITCO will not be responsible for any delay in online submission of the Bids due to any reason whatsoever. f) The details of EMD specified in the Tender documents should be the same as submitted online (scanned copies) otherwise tender will be rejected summarily. 8. For any technical issue related to Electronic Tendering Portal, Bidders may contract IT Cell, The Department of Information Technology (DIT), Additional Deluxe Building, 5 th Floor, Sector- 9, Chandigarh, or email at etender@chd.nic.in, Phone No.0172-2740641, 0172-2740003. 7. Clarification to RFP and Pre-Bid Queries:- a) The bidder should carefully examine and understand the specifications, terms and conditions of the RFP and may seek clarifications, if required. The bidders in all such cases seek clarification in writing in the same
serial order of that of the RFP by mentioning the relevant page number and clause number of the RFP. b) All communications regarding points requiring clarifications and any doubts shall be given in writing to the General Manager (F&A), Chandigarh Industrial & Tourism Development Corporation Limited, SCO 121-122, Sector 17-B, Chandigarh. 8. Amendment to Bidding Document: a. At any time prior to deadline for submission of Bids, the CITCO, for any reason, whether, at its own initiative or in response to a clarification requested by prospective bidder, may modify the bidding document, by amendment. b. Notification of amendments will be made available on the CITCO s website (www.citcochandigarh.com) and will be binding on all bidders and no separate communication will be issued in this regard. c. In order to allow prospective bidders reasonable time in which to take the amendment into account in preparing their bids, the CITCO, at its discretion, may extend the deadline for a reasonable period as decided by the CITCO for the submission of Bids. 9. Commercial Bid: a. The bidder giving the highest Revenue Sharing Ratio from Membership Fees per card to CITCO will be given preference. b. Commercial Bid shall be submitted as per Commercial Bid and other terms and conditions of RFP on prices. The Commercial Bid should give all relevant price information as per ANNEXURE-B. Any deviations from the Commercial bid / non submission of prices as per the format shall make the bid liable for rejection. c. Bidder must take care in filling price information in the Commercial Offer, to ensure that there are no typographical or arithmetic errors. All fields must be filled up correctly. d. The Bidder should indicate the individual taxes, and its applicable rate along with the estimated tax amounts to be borne by CITCO. 10. Earnest Money Deposit (EMD) : a) The bidder shall furnish Non interest earning Earnest Money Deposit (EMD) of Rs.1,00,000/- (Rupees One lac Only) by way of Demand Draft drawn on any scheduled CITCO in favour of CITCO, payable at Chandigarh and should be kept with Technical Proposal.
b) Submission of EMD in other than Conformity to Eligibility Criteria Envelope is liable to be rejected on grounds of non submission of EMD. c) The EMD may be forfeited by CITCO, If the bidder withdraws or amends the bid during the period of bid validity specified in this document. d) If the selected bidder fails to sign the contract or fails to furnish requisite EMD in accordance with the terms of the RFP. C. SELECTION OF BIDDER 11. Preliminary Scrutiny: The CITCO will scrutinize the Bid/s received to determine whether they are complete in all respects as per the requirement of RFP, whether the documents have been properly signed, whether items are offered as per RFP requirements and whether technical documentation as required to evaluate the offer has been submitted. Prior to detailed evaluation, the CITCO will determine the responsiveness of each Bid to the bidding document. Responsiveness means that the bid conforms to all terms and conditions of the Eligibility Criteria and bidding document is submitted without any material deviations. 12. Clarification Of Offers: a) During the process of scrutiny, evaluation and comparison of offers, the CITCO may, at its discretion, seek clarifications from all the bidders/any of the bidders on the offer made by them. The bidder has to respond to the CITCO and submit the relevant proof /supporting documents required against clarifications, if applicable. The request for such clarifications and the Bidders response will necessarily be in writing and it should be submitted within the time frame stipulated by the CITCO. 13. Evaluation of Bids: a. The CITCO will evaluate the bid submitted by the bidders under this RFP. The Conformity to Eligibility Criteria submitted by the bidder will be evaluated based on Annexure A of RFP. The Technical Proposal of only those bidders who qualified in Conformity to Eligibility Criteria, will be opened with due communication by the CITCO. The Commercial Bid of only those bidders who qualified in Technical Proposal will be reckoned for opening. b. The CITCO will evaluate the bid submitted by the bidders under this RFP. The Technical Proposal submitted by the bidder will be
evaluated based on technical specification and the documents stipulated in Technical Proposal. The Commercial Bid of only those bidders who qualified in Technical Proposal will be reckoned for evaluation purpose. c. The Bid will be evaluated by a Committee of officers of the CITCO. If warranted, the CITCO may engage the services of external bidders for evaluation of the bid. It is CITCO's discretion to decide at the relevant point of time. d. On completion of evaluation process of commercial bids and based on any other clarification submitted by the Vendor in response to the CITCO s query, the contract will be awarded to the L1 Vendor. e. The Vendors in their own interest should quote most competitive rates and CITCO reserves the right to reject the L1 bid, if it finds the same as unreasonable. If for any reason the work given to the L1 Vendor does not get executed or the L1 Vendor backs out, the order will be placed in favour of the L2 & L3 who can match the L1 bid. 14. Intimation to Qualified/Successful Bidders: The CITCO will prepare a list of technically qualified bidders on the basis of evaluation of Technical Proposal and the names of qualified bidders would be announced on the CITCO s Website. 15. Bid Validity Period: The Offer submitted and the prices quoted therein shall be valid for 180 days from the date of opening of Commercial Bid. Bid valid for any shorter period shall be rejected by the CITCO 16. Acceptance of Offer: a. The CITCO reserves its right to reject any or all the offers without assigning any reason thereof whatsoever. b. The CITCO will not be obliged to meet and have discussions with any bidder and/ or to entertain any representations in this regard. c. The bids received and accepted will be evaluated by the CITCO to ascertain the best and highest bid in the interest of the CITCO. However, the CITCO does not bind itself to accept the highest or any Bid and reserves the right to reject any or all bids at any point of time prior to the order without assigning any reasons whatsoever. The CITCO reserves the right to re-tender the RFP with or without modification. d. The bidder including those, whose tender is not accepted shall not be entitled to claim any costs, charges, damages and expenses of and incidental to or incurred by him through or in connection with his submission of tenders, even though the CITCO may elect to modify/withdraw the tender.
17. Award of Contract: a. The bidder whose Commercial bid is accepted by the CITCO will be referred to as the selected bidder and CITCO will notify the name of the selected bidder by display in the Notice Board of the CITCO. b. The contract shall, be awarded and the order shall be placed on selected L1 Bidder. CITCO releases the order either in Full or in part or place more than one order towards the contract based on project plan. c. The selected bidder shall submit the acceptance of the order within seven days from the date of receipt of the order. No conditional or qualified acceptance shall be permitted. The effective date for start of provisional contract with the selected Bidder shall be the date of acceptance of the order by the bidder. CITCO reserves its right to consider at its sole discretion the late acceptance of the order by selected bidder. 18. This contract may be cancelled at any time by the Corporation without assigning any reason whatsoever, even before the expiry of the contract period, by giving 1 month notice. In that case, the EMD will be refunded, subject to recoveries if any. Similarly, the Contractual Agency will also have the option to cancel the contract at any time by giving 1 months notice and NOC from CITCO and after clearing all the necessary dues of CITCO. 19. Resolution of Disputes: a) In the event of any dispute/ difference/ question or any other difference arising out of this contract, the same shall be referred for arbitration to the Managing Director, CITCO. The decision /award of the Arbitrator shall be final and binding on both the parties. The Courts at Chandigarh shall have exclusive jurisdiction. b) If CITCO faces any Litigation on the behest of any client/ customer or employee of empanelled agency or any other person, CITCO would be entitled to recover empanelment fee/ other payments from the empanelled agencies alongwith Litigation cost. MANAGING DIRECTOR
ANNEXURE-A Applicant s Profile Sl. No Particulars Details A Company / Supplier Profile- 1. Name of the Suppliers/Firm / Company 2. Constitution 3. Date of Establishment/Incorporation 4. Address (Order to be placed on which Office) Registered Office Corporate Office 5. 6. Telephone No FAX No E-mail Address Website Gross Annual Turnover of the Bidder (Not of the Group.) (Audited) 2014-2015 2015-2016 2016-2017 7. Details of Description of business and business group Service Profile & Client Profile Domestic & International Presence. 8. Brief Description of other facilities available with the bidder (related to set up, manage and operate Loyalty Cards ) 9. Details of the similar assignments on hand as on date. (Name of the Company, stage of project etc., Documentary proof such as work order to be furnished)
10. Experience of assignments in Loyalty Cards Programme 11. Benefits to be provided on the Cards 12. Details of the bidder s proposed methodology / approach with reference to the scope of work 13. Details of deliverable, other than the deliverables with reference to the scope of work. Date Signature with Seal : Name : Designation : [Note: These details should be on the letter head of Bidder and should be signed by an Authorized Signatory with Name and Seal of the Company] The Bidder should provide detailed responses for each of the above items along with documentary proofs.
ANNEXURE-B COMMERCIAL BID 1. Total Memberships targeted per annum (in Number) 2. Club Membership Pricing (In Rupees) The suggested price of the card 3. Revenue Sharing Ratio from Membership Fees per card ( in percentage)