TENDER NOTIFICATION

tender notification FOR

AWARD OF WORK FOR CARRYING OUT RECOVERY ACTIVITY IN BRPL FOR SLCC CUSTOMERSNIT NO DATE: 10th September 2013Tender issue date: 10th September 2013 Date & time of Submission:

Date & time of opening:

Contents

31Recovery Activity: Request for Quotation

31.1Bid Timelines

31.2General Instructions

42Recovery at BRPL

62.1Quantum of Work

73Eligibility Criteria and Evaluation Methodology

3.1Minimum Eligibility Criteria for Organization773.2Minimum qualifications of Recovery Agent

73.3Minimum qualifications of Recovery Supervisor

3.4 Minimum qualifications of Recovery Manager....83.5 Minimum qualifications of Telecaller....83.6 Minimum qualifications of Lineman......8

83.7Evaluation Methodology

104Scope of Work

104.1Vendors Scope of Work

124.2BRPLs Scope of Work

125Commercial Terms and Conditions

125.1Effective Date, Time and Validity

125.2Payout and Incentive Mechanism for Recovery

145.3Penalty For Misconduct

145.4Payment Mechanism

145.5Taxes and Duties

146Bid Submission and Bid Packaging

Annexure 1.Default base of South I, South II, West I & West II

19Annexure 2.Format for Submission of Technical Proposal

22Annexure 3.Format for Submission of Commercial Proposal

23Annexure 4.Location of Division Offices

Annexure 5.Illustration of performance calculation23

List of Tables

3Table 1 Bid Process Timelines

12Table 2 Payment For Recovery

13Table 3 Incentive/Penalty for Recovery

14Table 4 Penalty For Misconduct

1 RECOVERY: Request for QuotationBSES Rajdhani Power Limited (BRPL) invites tenders for carrying out Recovery in Small Load Customer Category (SLCC) for South I, South II, West I and West II Circles. The bidder can bid for either one or all circles. Under normal circumstances, only one circle would be awarded per bid. However, the discretion to award more than one Circle will be the prerogative of BRPL. Duration of Contract: 1 year from 15th October 2013 & valid up to 30th September 2013 with annual review for determination of retention for next year.For all correspondences related to the current tender, mention the NIT reference number NIT NO: DT 10th September 2013. 1.1 Bid TimelinesThe timeline for the bidding process is as per Table 1 Bid Process Timelines. Table 1 Bid Process Timelines

Sale of Tender Document10th September 2013- 15th September 2013

Last Date for Pre-Bid Clarifications18th September 2013

Submission of Bid23rd September 2013, till 11:00 AM (IST)

Communication to Bidders for Presentation26th September 2013

Presentation to Evaluation Committee of Eligible BiddersBetween 27th September to 30th September 2013

Clarifications and Negotiations 4th October 2013

Award of Contract15th October 2013

The Cost of Tender form (Non- Refundable) Rs.1000/- in shape of demand draft in favour of BSES Rajdhani Power Ltd, payable at Delhi, should be attached with tender documents.

Response to Tender Notification should be submitted, in sealed envelopes, to

Head of Department,

Contracts & Material DepartmentBSES Rajdhani Power Ltd,

Ist Floor, C Block, BSES Bhawan,

Nehru Place, New Delhi-110019.For any clarifications related to NIT submission, please send an email to Mr. Vivek Singh

(vivek.ku.singh@relianceada.com), citing the NIT number in the subject of the email. Answers to all queries will be provided within 3 working days, through e-mail.

1.2 General Instructions

1. Bids shall be prepared and submitted in accordance with these instructions.

2. Bidder shall bear all costs associated with the preparation and delivery of its Bid, and the Company will in no case shall be responsible or liable for these costs. Bids shall remain valid & open for acceptance for a period of 120 days from the date of opening of the Bid.

3. The Bid should be submitted by the Bidder in whose name the bid document has been issued and under no circumstances it shall be transferred/ sold to the other party.

4. The Company reserves the right to request for any additional information and also reserves the right to reject the proposal of any Bidder, if in the opinion of the Company, the data in support of RFQ requirement is incomplete.

5. The Bidder shall examine all instructions, forms, terms & conditions and specifications in the Bid Documents. Failure to furnish all information required in the Bid Documents or submission of a Bid not substantially responsive to the Bid Documents in every respect may result in rejection of the Bid. However, the Companys decision in regard to the responsiveness and rejection of bids shall be final and binding without any obligation, financial or otherwise, on the Company.

6. Company reserves the right to award the work to one or more bidders.

7. The bidder shall submit a letter along with Technical Proposal clearly specifying the circle/circles that he is bidding for.

8. The bidder shall submit a common Technical Proposal and separate commercial proposal for each circle.9. Bidders who qualify the technical evaluation will be considered for Commercial evaluation. The decision to place order/LOI solely depends on Company based on the criteria and methodology mentioned.

10. In case any vendor is found unsatisfactory during the execution process, the award will be cancelled and BRPL reserves the right to award other vendors who are found capable.11. Sub-contracting of any or all part of the work is not allowed.

12. The Company reserves the right to accept or reject any Bid and to annul the Bidding process and reject all Bids at any time prior to award of Contract, without thereby incurring any liability to the affected Bidder or Bidders or any obligation to inform the affected Bidder or Bidders of the grounds for the Companys action.

13. Each bidder shall do a presentation before the evaluation committee to showcase its credentials, strengths and proposed roadmap

2 RECOVERY at BRPLBRPL invites bids for recovery of outstanding energy dues in r/o Small Load Customer Category (SLCC) for amounts ranging from Rs.500/- to Rs.15000/-. BRPL reserves the right to change the above limits at any time after giving three months prior notice.The scope of the contract is strictly confined to the field activities of recovery from BRPLs customers who have defaulted in paying the energy dues beyond the pay by date and on central allocation of the list of defaulting consumers to the Recovery Agency. Any activity which is directly related to the scope of work as defined below would be considered as part of the scope, and rates be quoted for each of the following activities separately given hereunder:a) Follow up with customer through physical visits and telephone, for collection of payment through Cheques only. No cash collection is permitted under any circumstances. Collection of mobile numbers of defaulting consumers during field visits should be the rule rather than exception. Payment for collection will be on percentage basis of the collected amount. (Please refer para 5.2) b) Disconnection of electricity supply by the Recovery Agency but strictly after obtaining a disconnection order from the BRPL Division Head (Business) or the Commercial Officer. For this the Recovery Agency must be in possession of an electrical license and must depute only trained technical manpower for the purpose. Disconnection will be done in conjunction with BRPL Zonal staff and intimation of disconnection to the Zonal complaint centre will be mandatory and report submitted to the Business Division as per process to be outlined by BRPL. to the wherever required. All safety regulations should be strictly adhered to and staff deployed on disconnection by the Agency must have all proper tools and tackle as per list mentioned in the tender document. In case any Agency does not have an electrical license, the Recovery Agency is permitted to associate a licensed electricity contractor for the limited purpose of this activity for which prior intimation and approval of BRPL will be mandatory. In case of any mishap even after taking all due precautions by the Recovery Agency, the Agency will indemnify BRPL against all claims and liabilities which may arise as a consequence thereto. Rate to be quoted for each disconnection.c) Cases disconnected by the Agency will be kept under surveillance by the Agency. Agency will report exceptions of illegal restoration, taking supply through another meter, direct theft, through a new meter etc. will be reported to the DGM (B) of the Division. Separate rate for this activity be quoted. Periodicity of surveillance will be decided by BRPL and intimated at the time of award of contract. BRPL will conduct a 2 to 3 % check of the disconnected / surveillance cases and if any deviations are noted a penalty of Rs.2500/- per case will be levied. The default amount base as on September 2013 for the various circles has been detailed in Annexure-1.Management of Recovery Process

1. The licensed area of BRPL is divided into four circles: South-I, South- II, West -I and West -II. There are 4 divisions namely Alaknanda,Nehru Place, Nizamuddin & Sarita Vihar in South- I, 5 divisions namely Khanpur, Saket, R K Puram, Hauz Khas & Vasant Kunj in South- II, 5 divisions namely Janakpuri, Punjabi Bagh,Tagore Garden, Nangloi & Mundka in West- I and 5 divisions namely Vikaspuri, Dwarka, Palam, Najafgarh,& Jaffarpur in West- II.2. Default cases up to the amount of Rs 500 to Rs. 15,000 shall be allocated to Recovery Agencies after 30 days of the due date.(The first disconnection notice will be sent to all consumers with default amount Rs 500 to Rs 15,000 along with the bill by BRPL) 3. The recovery cases will be categorized into 2 broad baskets i.e. New cases and Old cases. Centralized allocation of both baskets shall be done.4. BRPL has a monthly billing system for its SLCC customers. All SLCC customers in a division are grouped into 8 buckets called Cycles. Allocation of new cases to the agency shall be done for 4 billing cycles at a time on a fortnightly basis. This allocation shall remain with the agency till full recovery is achieved or for a maximum period of 3 months from the date of allocation, whichever is earlier. Balance cases, if any, after 3 months shall revert back to BRPL for further recovery action. However, performance shall be measured & commission paid on monthly basis. Incentive/Penalty for each lot shall also be worked out on a monthly basis. Incentive/Penalty shall be calculated on a circle basis.5. Allocation of old cases shall be done one time in 3 buckets, which are cases outstanding for 2- 6 months, 6 12 months, and 12 months and more. These cases will be allocated to the agency for a maximum period of 6 months from the date of allocation. Recovery performance for these cases shall be monitored on a monthly basis. Agencies achieving higher recovery than the incentive trigger shall be given incentive at the end of six months. Penalty for poor performance will be applied on bi-monthly basis. Incentive/Penalty shall be calculated on a Circle basis.6. Recovery of each division is managed by a Commercial Officer of the respective division.7. Agency shall have a dedicated Recovery Supervisor and Recovery agents for each division.

8. Once a default case is allocated to the recovery agency, it shall remain in his bucket till recovery of initial allocated default amount or a period of 3 months, whichever is earlier. Although the cases allocated to agencies shall not have default amount exceeding Rs.15,000/-, the cases shall remain with the agency even if the default amount during the course of time exceeds Rs 15,000/- subsequently.9. For a case in which amount exceeding original default amount is received but some amount is still pending due to billing subsequent to allocation of the case, the commission will be paid on the amount realized. However, any incentive or penalty would be applied only on the amount which was initially allocated.10. Performance of the Agency shall be measured for every bucket of fortnightly allocation (i.e. 4 billing cycles). The main metrics for performance measurement is recovery percentage, which is computed as:

Recovery Percentage = (Minimum of default amount allocated or collection from consumer) / Total initial allocated default amount * 10011. For new cases, recovery shall be computed for each fortnightly bucket for each division. Aggregating the performance of two fortnightly buckets, monthly recovery percentage for each division shall be calculated. By aggregating the recovery percentage of all divisions, the recovery percentage of the Circle shall be computed.12. For efficient route management of the recovery process, Route sequence and Pole number as unique identifiers for each default customer are maintained. Management of route sequence information is critical to successful execution of recovery.

13. Recovery Management by the agency:

In order to carry out the above activities, the vendor shall deploy a Recovery manager dedicated to this contract only. The Recovery Manager will be supported by one supervisor for each division. The agency shall keep as many Tele-callers and data punching staff as it deems necessary for the work assigned to it. For recovery in field, it shall keep adequate number of Recovery agents. It shall also have linemen on its rolls to disconnect power supply. Recovery agent, linemen, Tele-callers and data punching staff shall report to the Recovery Supervisor, who in turn report to a Recovery Manager.2.1 Quantum of Work

Each bidder can bid for either one or all circles: South I, South II, West I and West II Circles. The bidder shall submit a letter clearly specifying the circle/circles that he is bidding for. The bidder shall submit a common Technical Proposal and separate commercial proposal for each circle.

Each bid shall be assessed and evaluated separately i.e. evaluation and subsequent award for each circle would be done independently. Under normal circumstances, only one circle would be awarded per bid. However, the discretion to award more than one Circle will be the prerogative of BRPL.

3. ELIGIBLITY CRITERIA & EVALUATION METHODLOGY

3.1. Minimum Eligibility Criteria for OrganizationS. No.Eligibility Criteria Document to be provided as supporting evidence

1Registered Entity (with ROC) in India or Proprietorship/Partnership Registration/Incorporation Certificate/ Proprietorship/Partnership Deed

2Annual Turnover greater than Rs. 1.0 Crore for the last 3 years. Annual Report stating the Turnover for FY 2011-12 and FY 2012-13

3Headcount of at least 100, on his payroll, persons as on date with at least 50 personnel deployed on a single projectCertificate on Company Letter-head verified from Officer In charge of work

4The firm should have completed or currently managing Recovery / Collection activity for any service industryCopy of Work Order

5The firm must have P.F. / ESI Registration (Certificate to be enclosed) according to the Acts of Government / Labour Laws PF Registration

ESI Registration

6The firm must have PAN No & Service tax registration PAN

Service Tax Registration

7Valid Electrical License Copy of Electrical License of Agency or Associate

Consortium is not allowed. However, for the sole purpose of disconnection of electricity supply, services of approved Electrical Contractor may be engaged by the Agency with written approval of BRPL. All supporting documents for Eligibility should be submitted along-with the Technical Proposal. 3.2 Minimum qualifications of RECOVERY AGENTRecovery agent should meet the following criteria1. Should have completed Higher Secondary Certificate (equivalent to Std. 12th pass), OR Xth standard pass with minimum of 2 years work experience as a Recovery agent Good in written and spoken Hindi and be able to read, write and speak basic English 2. Possess requisite customer service skills 3.3 Minimum qualifications of RECOVERY Supervisor

Recovery Supervisor should meet the following criteria

1. Should have supervised a team of more than 10 people engaged in recovery activity, for at least 2 years, OR, should have recovery experience for more than 1 years 2. Should have completed Graduation/ should have adequate computer expertise regarding MS excel3. Good in written and spoken English and Hindi 4. Possess requisite customer service skills 3.4 Minimum qualifications of RECOVERY Manager

Recovery Manager should meet the following criteria

1. Should have managed / supervised a team of more than 20 people engaged in recovery activity, for at least 2 years, OR, should have recovery experience for more than 2 years 2. Should have completed Graduation & should have adequate computer expertise regarding MS excel3. Good in written and spoken English and Hindi

4. Possess requisite customer service skills 3.5 Minimum qualifications of TElecaller

Tele-caller should meet the following criteria

1. Should have completed Higher Secondary Certificate (equivalent to Std. 12th pass), OR should have prior work experience as a Tele-caller with any service industry. 2. Good in written and spoken Hindi and be able to read, write and speak Basic English. 3. Possess requisite customer service skills. 3.6 Minimum qualifications of LinemanLineman should meet the following criteria

1. Should have I. T. I in electrician/wireman trade or certificate from the office of Electrical Inspector, OR should have prior work experience as a lineman with any service industry2. Should be able to understand & speak Hindi.3. Possess basic customer service skills. 3.7 Evaluation Methodology

There will be a two stage bidding process. In the first stage, technical bid shall be evaluated on the basis of the Technical parameters listed in the table below. Thereafter in the second stage, the commercial bids of only technically qualified bidders shall be opened for evaluation & award of contract.Minimum qualifying marks for opening of Commercial bids shall be 40% score in technical evaluation.

Technical Evaluation Parameters: Total 100 marksS. No.CriteriaEvaluation ParameterMax. MarksSupporting Documents

1Number and Scale of Recovery / Collection projectsMaximum of 3 projects where recovery activity has been conducted for any service industry , executed within the last four years (i.e. 2009)(Min. Project Size: 20,000 defaulter

A) For live projects 16

B) For completed Projects 12

48Copy of Work Order

2Number of Recovery agents managed on a single projectMaximum number of Recovery agents (on own payroll), managed on a single project, for any service industryAbove 100 12 marks60-100 10 marks

Below 60 6 marks

For a project to be considered, minimum 20000 defaulters should be covered

12Client Certificate or Copy of Work Order

3Certifications of Processes and SystemsRelevant Certification of Systems and Processes by an accredited agency

Marks based on relevance of certification, to be evaluated by BRPL10Copy of the certificate

4Presentation Presentation to Evaluation Committee30NA

Total Marks100

The purpose of the presentation is to give the Bidder an opportunity to showcase its strength and skills to the evaluation committee. The proposed content of the presentation is as follows:

1. Overview of the Organization2. Organization structure and supervisory mechanism

3. Resume and Experience of relevant persons

4. Performance in the projects submitted

5. Typical governance structure used in projects

6. Learning from the projects undertaken by the firm

7. Systems and processes for managing field workforce, including appraisal, redundancy and replacement processes

8. Systems and processes related to training personnel for engaging in customer interfacing roles, including sample training content

Commercial Evaluation ParameterBidder shall quote a commission rate for the percentage of recovered amount.1. Bid Parameter: X (Commission rate)

The bidder with the lowest commission rate shall be considered for the award of the contract.4. Scope of Work

4.1 Vendors ResponsibilitiesThe vendor shall be responsible for the following work:

1. The Agency will be responsible for recovery of default payment from Rs.500/- to Rs. 15,000/- for all SLCC consumers.

2. Agency will employ adequate staff and submit the copies of the Resumes of the persons appointed along with their photograph/attested certificates to BRPL. Agency will also submit a PIC viz. Adhar card, driving licence or a voter ID card. 3. The Agency shall ensure deployment of personnel within one weeks of signing of the work order.

4. The agency shall deploy vehicles and any other accessories that are suitable in all respects to carry out the recovery activity on the field. Vehicles deployed should comply with the M.V. Act 1988. 5. The agency shall ensure additional mobilization in case of increase in allocation of cases to ensure that all activities are completed on time.

6. The Agency shall appoint at-least one Recovery Supervisor for each Division and at least one Recovery Manager exclusively for this contract.

7. The Agency shall collate all information related to change in deployed workforce and update the same to BRPL on a monthly basis. 8. The Agency shall maintain attendance of the recovery personnel and provide the details as & when asked for by BRPL.9. The Agency shall provide an Identity Card countersigned by BRPL Officer In Charge to all deployed personnel. The ID card should be visibly displayed by the deployed workforce at all times.

10. The Agency shall ensure that the deployed workforce demonstrates professional behavior on the field.

11. When recovery personnel is replaced or leaves, the corresponding ID card shall be returned to BRPL.

12. The Agency shall replace any recovery personnel against whom BRPL reports a case of incompetence, negligence or misconduct.13. The agency will not employ any staff removed by any other agency or vendor of BRPL for an act of misconduct, negligence, fraud or bribery.14. The Agency shall ensure timely payment of salaries to the deployed workforce in compliance with the Minimum Wage Act.

15. The Agency shall ensure productivity and performance of recovery activities by paying performance based incentives to the deployed workforce timely.

16. Recovery activity can be conducted from 8.00 am to 6.00 pm. Vendor shall strictly adhere to the same. No activity shall be conducted between 6:00 pm to 8:00 am unless directed by BRPL. +/- one hour variation is permitted in summer /winter. 17. The agency may select and employ personnel in numbers and with qualification as per requirements detailed above to conduct the business in an efficient manner and any claim from any reason whatsoever including but not limited to PF/ESI claims, salary, wages, remunerations, damages or any other claims/ demands of any nature whatsoever shall be borne by the Service Provider alone.18. Agency shall be responsible to collect and record all such information that is useful for improving recovery performance. The specific information to be captured by agency shall be defined by BRPL. BRPL can modify the process of capturing recovery information as and when required. 19. The Agency will ensure that their employees or authorized representative will visit the sites with valid identity cards which are issued as per the norms of BRPL20. The Agency will collect, receive and realize all the such amount or amounts due from defaulters fully or partially with the consent of BRPL in lump sum or in installments (with the consent of BRPL) by way of crossed cheques / drafts drawn in favour of BSES Rajdhani Power Limited and give and execute all necessary receipts and discharges for the same in the form and manner prescribed or approved by BRPL.21. The agency shall not collect any amount in cash from customers.22. The Agency will deposit all amounts so collected, received and realized on each day of such collections receipt and realization by the close of the business on the same day without making any deduction on any account whatsoever.23. In the event of the default being committed by the Agency in depositing the amount collected, the agency shall be liable to pay to BRPL penalty calculated at the rate of 24 percent per annum on the defaulted amount during the period the default. Payment of such penalty shall be without prejudice of BRPL's other rights and remedies.24. The Agency will render proper accounts to BRPL on demand in the form manner as required by BRPL from time to time.25. The Agency will submit Action Taken Report (ATR) in the format prescribed by BRPL as per demanded periodicity.26. The Agency will permit BRPL personnel or authorized representatives to inspect records relating to the conduct of the business and take copies there form.27. .28. In case of Disconnection of supply, the agency will procure a Meter Removal Order (MRO) from the respective Division for further action. Disconnection will be coordinated by the Agency supervisor (who will head the disconnection team on behalf of the Agency) in consultation with Zonal O & M Engineer. The Disconnection can be done only if the Agency has a valid Electrical license & the MRO released from BRPL. Disconnection details will have to be shared by the Agency with BRPL on the same day, details for which will be communicated at the time of award of contract. 29. All unutilized MROs shall be reconciled with Division within 7 days from the date of issue of MRO.

30. In case of disconnection done by the agency, the material such as meter, service line etc. will be submitted to the respective Division on the same day or the subsequent day of disconnection.31. The agency will undertake all necessary efforts required to achieve the specified targets as given by BRPL.

32. The Agency will provide necessary Tools & Tackles, and all protective and safety equipment like, helmet, safety belts, rubber shoes, insulated gloves, goggles, proper ladder to Lineman, for disconnection.

33. In case of any misconduct, BRPL has the right to take any or a combination of the following actions:

a. Initiate legal proceedings against the agencyb. Recover the damages along with penalty it deems fit from the agency from the payment outstanding or from future invoices.

c. Terminate the services of the agency34. The Agency shall highlight issues, if any, with Recovery to BRPL promptly.

35. The Agency shall highlight any training requirements related to Recovery process/administrative procedures which can be addressed by BRPL.

36. The Agency shall arrange for all training to its workforce apart from administrative and process training such as soft-skills training, safety training & induction training to new joinees to ensure professional conduct of workforce during field activities especially with regard to safety and procedure for disconnection.37. The Agency shall submit a half yearly medical fitness certificate for all workers involved in climbing of pole or working at a height for disconnection of supply. 38. The Agency shall provide full co-operation to BRPL for any queries relating to Recovery. In case of wrong/Non-reporting of Recovery due to connivance between deployed manpower and customer. Agency will take legal action against such employee under intimation to BRPL and terminate the services of such employee. 39. The Agency shall not sub-contract any activity or parts of an activity to any other agency except for the purpose of disconnection as mentioned above. 4.2 BRPLs Scope of Work

BRPL shall ensure the following:

1. BRPL will be allocating the default cases into 2 buckets i.e.A) New default cases which are within 2 months from the date of start of work and subsequently four cycles would be clubbed together and regular allocation shall be given on fortnightly basis for each DivisionB) Default cases which are older than 2 months from the date of start of work on one time basis2. BRPL shall conduct audits and quality checks on recovery process.3. BRPL shall generate and provide defaulter list through a centralized recovery unit.

4. BRPL shall provide adequate guidance for carrying out recovery activities in an efficient manner.

5. BRPL will issue MRO for disconnection of supply within 2 working days from the date of request by the agency.

6. BRPL will provide the status of any disputed case reported by the agency within 2 working days the same comes to notice.

7. BRPL shall conduct comprehensive evaluation of the Agency on a monthly basis. 5 Commercial Terms and Conditions

5.1 Effective Date, Time and Validity1. This order shall become effective for all purposes from 15th October 2013 and continue to remain in force up to 14th October 2014.

5.2 Payout and Incentive Mechanism for RecoveryThe payouts for recovery activity would be as per Table 2 for each division. For the purpose of calculation of the payouts, decision of BRPL shall be final and binding. The matrix is applicable for every allocation. The payment for recovery for new cases is X/ amount recovered. (Value of X will be discovered through the bid process).Table 2 Payment For RecoveryS.NoType of RecoveryBasis for commissionCommission Rate (%)

ANew Regular CasesAmount recoveredX

B (i)Old Cases 2-6 monthsAmount recovered1.3*X

B (ii)Old Cases 6-12 monthsAmount recovered1.6*X

B(iii)Old Cases >12 monthsAmount recovered2.2*X

Recovery Percentage = (Minimum of default amount allocated or collection from consumer) / Total initial allocated default amount) * 100

Payment for recovery shall be released after verification of invoice in our system.Apart from the above mentioned payouts, there is an additional provision for payment of incentives and penalty based on performance by the Agency per month per circle. The incentive and penalty payout structure is as per Table 3 INCENTIVE /PENALTY FOR RECOVERY. Incentive will be paid only if the recovery percentage is above the prescribed recovery percentage as shown in Table 3 below. Similarly, penalty shall be imposed if the recovery percentage is below prescribed limits and this will be subject to a maximum of 20% of the payable commission for the particular period

. Table 3 Incentive/Penalty for recoveryNew Cases - Incentive Calculation

ParameterRecovery %Rate on delta*

After 1 month65%2.3*X

After 2 months91%2.3*X

After 3 months98.60%2.3*X

New Cases - Penalty Calculation

ParameterRecovery %Rate on delta*

After 1 month60%1.15*X

After 2 months88%1.15*X

After 3 months98%1.15*X

Old Cases - Incentive Calculation

Parameter2 - 6 months6 - 12 months> 12 months

Recovery %Rate on deltaRecovery %Rate on deltaRecovery %Rate on delta

After 6 months95%3*X90%3.7*X80%5*X

Old Cases - Penalty Calculation

Parameter2 - 6 months6 - 12 months> 12 months

Recovery %Rate on deltaRecovery %Rate on deltaRecovery %Rate on delta

After 2 months35%1.5*X25%1.8*X15%2.5*X

After 4 months75%1.5*X60%1.8*X50%2.5*X

After 6 months90%1.5*X85%1.8*X75%2.5*X

*Delta: Recovery exceeding the incentive target level or recovery falling short for penalty target level

5.3 Penalty For Misconduct

Code of conduct of MR shall be enforced by the vendor. During the execution of the MR activities, while on duty, the behavior shall be entirely professional.

Misconduct shall constitute the following:

a. Interaction with the customer in an unethical way including any form of verbal/physical abuse with customer.b. Any form of harassment to customer i.e. asking for bribes, reaching customer premises outside the defined working hours etc.

c. Connivance with customers for misrepresentation of data

d. Recovery personnel not having ID cards on their person, in a visible manner, when on field activities.Any complaints received by BRPL whether directly from the customer or observations through audit shall be reviewed by a high level committee. The Agency will be given due opportunity to place his side of the facts. Thereafter the decision of the Committee shall be final and binding on the Agency. The penalty to be imposed in case of misconduct is shown as follows:

Table 4 Penalty For Misconduct

S.No.Performance MeasurePenalty

1Recovery personnel not carrying valid identity cards when engaged in field activitiesRs. 100 for each instance

2Malpractices like: illegal disconnection, mutilation of cheque, delay in cheque deposit, seeking bribe, non-deposit of meters

Rs 1000 for the first instance in a month Rs 2000 for the second instance in a month Rs 10000 per incidence for the three or more instances in a month

3Recovery personnel collecting default payment in cash .Recoupment of cash collected + additional penalty of Rs. 10,000/- per incident

4Penalty by the Court

In case of misdemeanour of an Agency employee - Penalty amount imposed by court of law + additional penalty of Rs. 2500/- per incident will be levied.

5Injury/Hospitalization In case of any accident at the time of disconnection takes place and results in Injury/Hospitalization to the lineman of the Agency exceeding 48 Hours, a penalty of Rs 20,0000/- for each incident will be levied and in case three such incidents take place during a year, the contract of the Agency will be terminated and the Agency blacklisted.

5.4 Payment Mechanism

All invoices shall be duly verified by authorized BRPL personnel before submission to finance department for payment. The invoices will not be deemed valid without the signatures of the authorized personnel. The vendor shall mention any field related issues in the General Remarks section in the annexure accompanying the invoice.5.5 Taxes and Duties1. Prices are inclusive of all taxes and duties (including labour cess) except Service Tax which shall be paid extra at actual on submission of Service Tax Registration and self-declaration on your letter head stating that you have deposited/or will deposit the Tax as per the applicable service tax laws.

2. All payments will be subject to Tax Deduction at Source prescribed under Income Tax Act 1961.

6 Bid Submission and Bid Packaging

The bidder shall submit a common Technical Proposal and separate commercial proposal/s for SLCC-South I , South II, West I and West II.

The bidder will submit seven (2) hard copies of the technical proposal and submit a soft copy of the technical proposal in DVD. The DVD cover should mention the NIT no and the vendor name.

Bidder will submit a single copy of the commercial proposal for each bid: SLCC-South I, South II, West I and West II.The format for the technical proposal is shown in Annexure 2. The supporting documents as mentioned therein should be submitted along with the technical proposal. The technical proposal and the supporting documents should be sealed in an envelope. The sealed envelopes shall be duly super scribed as-Technical Proposal for CARRYING OUT RECOVERY ACTIVITIES IN BRPL.The format for the commercial proposal is shown in Annexure 3. The commercial proposal/s should be sealed in an envelope. For each commercial proposal, the bidder should clearly mention the block for which the commercial proposal is being submitted. The sealed envelopes shall be duly super scribed as-

Commercial Proposal for CARRYING OUT RECOVERY ACTIVITIES IN

Annexure 1. Default base of South I, South II,West I & West IINew Cases:

Division 0-2 Months

Count Default Amt (in Rs.)

Alaknanda 6,068 19,168,571

Nehru Place 3,267 12,366,073

Nizamuddin 7,054 24,072,144

Sarita Vihar 17,692 42,092,191

South I 34,081 97,698,979

Khanpur 13,712 31,811,186

Saket 9,260 28,768,746

RK Puram 4,562 11,446,571

Hauz Khas 3,206 11,795,509

Vasant Kunj 5,370 17,005,077

South II 36,110 100,827,090

Janakpuri 8,992 33,750,101

Punjabi bagh 5,109 19,047,342

Nangloi 9,549 23,879,170

Mundka 3,778 8,388,695

Tagore Garden 9,692 28,884,739

West I 37,120 113,950,048

Vikaspuri 18,544 45,963,812

Dwarka 7,179 19,860,329

Palam 8,965 23,799,975

Najafgarh 6,062 12,148,092

Jaffarpur 1,304 2,090,180

West II 42,054 103,862,388

Old Cases:Division 2-6 Month 6-12 Months > 12 Months

Count Default Amt (in Rs.) Count Default Amt (in Rs.) Count Default Amt (in Rs.)

Alaknanda 5,227 16,992,267 1,462 4,714,578 1,681 7,561,462

Nehru Place 2,731 10,752,691 686 2,906,770 823 4,301,160

Nizamuddin 3,753 15,776,194 970 5,033,217 1,784 11,231,610

Sarita Vihar 13,574 42,574,153 3,262 13,759,671 4,331 22,956,175

South I25,28586,095,3056,38026,414,2358,61946,050,408

Khanpur 10,803 35,062,316 1,932 7,934,895 1,699 7,654,407

Saket 6,831 25,956,050 1,449 6,932,880 1,589 7,132,567

RK Puram 2,178 6,221,999 363 1,071,868 215 640,504

Hauz Khas 1,230 4,689,136 178 680,207 285 956,028

Vasant Kunj 4,054 15,755,931 936 4,387,633 841 3,539,550

South II25,09687,685,4304,85821,007,4834,62919,923,056

Janakpuri 5,836 26,538,302 1,354 5,918,164 2,269 9,471,068

Punjabi bagh 3,289 13,637,314 776 2,886,226 1,427 7,403,087

Nangloi 6,319 19,868,995 1,405 4,618,887 2,362 8,131,419

Mundka 3,150 8,663,212 641 1,846,827 583 1,482,553

Tagore Garden 6,557 24,069,871 1,186 3,747,379 1,489 4,908,520

West I25,15192,777,6945,36219,017,4828,13031,396,648

Vikaspuri 13,553 43,074,411 3,498 11,688,581 4,274 13,011,182

Dwarka 5,779 18,754,162 1,616 5,841,991 1,980 6,224,813

Palam 5,993 23,734,732 1,352 6,083,235 1,490 5,147,000

Najafgarh 5,282 15,897,420 1,502 6,559,217 1,553 7,902,255

Jaffarpur 1,157 2,413,643 340 1,012,428 221 632,923

West II31,764103,874,3678,30831,185,4529,51832,918,173

Annexure 2. Format for Submission of Technical Proposal[Date]

To,

Head C&M,

BRPL

Ref: NIT No Dear Sir

Having examined the RFP document no., the receipt of which is duly acknowledged, offers to provide Recovery services to BRPL for as per the scope of work laid out in the RFP document. Please find enclosed the details required for technical evaluation.

S.No.1: Recovery Projects

For each project (Maximum 3 projects), provide the following details:

S.No.

Name of Project

Name of Utility

Type of utility (Telecom/Electricity/Gas/Water/Other pls specify

Location

No. of Consumers Covered

Frequency of Billing

Current Status: Operational / Completed

Date of Issue of Work Order

Date of Expiry of Work Order (inclusive of extensions)

Tenure of Contract

Size of Contract (in Rs. Lakhs)

Consortium or Sole Party

(If consortium, name of consortium members and name of lead member)

Sub-Contractor Engaged (Y/N)

Number of Recovery Executives deployed

Number of Recovery Executives (on Own Payroll), deployed

Number of Recovery Executives on Subcontractor Payroll, deployed

S.No.2: Experience of handling Recovery personnelDetails of project where maximum numbers of Recovery personnel were managed/ are being managed in a single district for an operational project or for projects completed after 1st April 2009.

S.No.

Name of Project

Name of Utility

Location (Districts Covered ,State)

Details of the Project where maximum number of Recovery personnel were managed

Name of District(s) / Area of Operation

No. of default / collection cases Collected (Provide number of cases covered on a monthly basis)

Frequency of Billing

Current Status: Operational / Completed

Work Order Start Date

Work Order Valid Till

Tenure of Contract

Size of Contract (in Rs. Lakhs)

Consortium or Sole Party

(If consortium, name of consortium members and name of lead member)

Sub-Contractor Engaged (Y/N)

Number of Recovery personnel

Number of Recovery personnel (on Own Payroll)

Number of Recovery personnel on Subcontractor Payroll

S.No.3: Systems and Processes

Name of Certification

Certification Details (Processes and Systems covered under certificate)

Certification Date

Accreditation Agency

I, , hereby certify that the details provided above are correct. Any deviations in the details provided can be considered sufficient grounds for rejection of the bid.

Dated this Day of 2013

(Signature) (Designation)

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

Annexure 3. Format for Submission of Commercial Proposal

[Date]

To,

Head C&M,

BRPL

Ref: NIT No , Block Name :

Dear Sir

Having examined the RFP document no. , the receipt of which is duly acknowledged, offers to provide Meter Reading services to BRPL for as per the scope of work laid out in the RFP document.

The rate for providing this service is as follows:

S.NoActivityRate

1Providing Recovery Services for SLCC Customers for :

2Providing Disconnection Services for SLCC Customers for :Rs per disconnection

3Providing Surveillance Services for SLCC Customers for :Rs per surveillance

The above quoted rates are exclusive of service tax. We also agree to the following:1. We will provide a performance bank guarantee of 5% of the deemed contract value, within two weeks of notification of award of the contract, which will be valid till three months after the expiry of the terms of the contract.2. We agree for unconditional acceptance of all the terms and conditions in the tender document.

3. We agree that the Recovery agents, Tele-callers, Recovery Supervisors, Recovery Managers who will be used to conduct the recovery activity would meet the minimum qualifications criteria as specified in the NIT document.4. We agree that BRPL reserves the right to accept or reject any or all bids without assigning any reason whatsoever. It is hereby confirmed that I/We are entitled to act on behalf of our corporation/company/ firm/organization and empowered to sign this document as well as such other documents, which may be required in this connection.

We also agree that we will comply with the following statutory laws, with respect to wages: