Shubha Corrigendum

Shubha

Ministry of Health & Family Welfare, Nirman Bhawan, Maulana Azad Road

New Delhi - 110108 Ph No: 011-23061288, Fax No. 011-23061238

E-Mail: [email protected]

Corrigendum

Tender Document No.: M. 11012/ 2/ 2013-MMPC

APPOINTMENT OF A HELPDESK SERVICE PROVIDER FOR ESTABLISHMENT,

OPERATION AND MANAGEMENT OF MOTHER AND CHILD TRACKING

HELPDESK ON TURNKEY BASIS FOR MOHFW

Date: 26th

July 2013

CORRIGENDUM

Ministry of Health & Family Welfare Page 1 of 78

1. Annexure 3: Draft Service Level Agreements (SLAs), table on Page 140 of the RFP:

Stands Amended as:

Note 1: Scheduled maintenance time will be excluded from the computation.

Note 2: Scheduled maintenance time shall not exceed 4 hours in a calendar month

Note 3: Planned Maintenance shall be scheduled between 10 pm and 2 am IST on the intervening night of Second Saturday and subsequent Sunday.

Note 4: Scheduled maintenance period(s) shall be planned and published for six months at a time and in the event of any changes to this plan, the same shall be notified at least 3

days in advance of the Schedule.

Note 5: The Helpdesk management system developed and deployed by the HSP shall be used for

monitoring the issue resolution timelines and HSP shall be responsible for building such

functionality into the Helpdesk management solution deployed for MCTH.

Note 6: Helpdesk tool shall be available for entire operations of Helpdesk wherein the users of

MCTH (Internal and External can log the calls through SMS/Portal/email).

Note 7: The Help Desk shall operate on the timings as decided by the MoHFW.

Note 8: For user management, activities shall be carried out only after the approval from the

designated authority in writing or through the online communication mechanism viz. official e-mail, call logging software, etc.

2. S. No. 11 and 13 of “KEY DATES & EVENTS” section on of the RFP:

11. Last date for submission of Bids Up to 15:00 Hrs on 05th

August, 2013, at Ministry

of Health & Family Welfare, Nirman Bhawan,

Maulana Azad Road , New Delhi – 110108

13. Opening of Prequalification cum

Technical bid 16:00 Hrs on 05

th August, 2013 at Ministry of

Health & Family Welfare, Nirman Bhawan, Maulana

Azad Road , New Delhi – 110108

CORRIGENDUM


Stands Amended as:

11. Last date for submission of Bids Up to 15:00 Hrs on 12th

August, 2013, at Ministry

of Health & Family Welfare, Nirman Bhawan, Maulana Azad Road , New Delhi – 110108

13. Opening of Prequalification cum

Technical bid 16:00 Hrs on 12

th August, 2013 at Ministry of

Health & Family Welfare, Nirman Bhawan, Maulana

Azad Road , New Delhi – 110108

CORRIGENDUM


3. Pre-Bid Query Response:

General Query:

S.No. Page No.

Clause Reference Clause Query/

Recommendation/Explanation by the Prospective Bidders

Response

1. 2 -

- -

1) Whether this tender is for state or for district, 2) Last date for bid

Last date and time for the bid submission is 15:00 Hrs on 12th August, 2013. Opening of Prequalification cum Technical bid: 16:00 Hrs on 12th August, 2013 at Ministry of Health & Family Welfare, Nirman Bhawan, Maulana Azad Road , New Delhi – 110108.

2. 1 P-169 Annexure 9: Format for Performance Bank Guarantee and Bank Guarantee against advance

- Is the service provider required to select any one of these forms or is the choice dependent on some parameters, please clarify.

The referred clause is having two separate formats of bank guarantee requirements. First one with heading "Performance Bank Guarantee" is the format for Performance Bank Guarantee. However, the other with the heading "Bank Guarantee" is the bank guarantee format for Bank Guarantee against

CORRIGENDUM


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advance paid to the HSP for the MCTH project.

3. 2 EMD The End of 40 lac EMD may be considered for reduction as it has more of operation RFP

No change in the clause.

4. 2 P-181 Document check list

EMD of 3.00 lac to be submitted

What is the emd amount is it 3.00 lac or 40 lac?

The referred criteria is part of RFP document for the selection of Telecom Service Provider for the MCTH project. Hence the query raised is not relevant.

5. 3 P-28 b) MCTH and Data Centre Network -

...HSP shall procure the internet connectivity from only one of the service providers i.e. RailTel, Power Grid Corporation India Limited (PGCIL) or MTNL….

Since the service providers have been restricted to only three PSU players, the uptime performance of the bandwidth might a challenge. Request scope & ownership bifurcation of HSP & the Internet Service Provider.

The clause referred to is on Page 27 of the RFP. HSP will have to conform to the RFP and SLA requirements.

6. 3 P-29 C) Telecommunications Infrastructure -

"….Cost of PRI lines shall be reimbursed by the MoHFW on submission of bills by the HSP….".

Does this clause means that the bill payment all existing / new lines to the TSP will have to be done by HSP & the same will subsequently be reimbursed by MoHFW? Incase the assumpton is correct, then Since all existing / new PRI

The clause referred to is on Page 28 of the RFP. Please refer third para under point [C] on Page 28 of RFP. The clause referred is self explanatory.

CORRIGENDUM


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lines will be in the name of MoHFW, HSP will be unable to pay these bills & HSP can only liasion with TSP & MoHFW for the timely clearance of bills by MoHFW.

7. 3 P-29 C) Telecommunications Infrastructure -

….HSP will ensure minimum 7 hours of calling (Outbound and Inbound calls by individual Helpdesk Agent) for 362 days in a year excluding National Holidays….

Since all Helpdesk agents will have to be given weekly / annual leaves as per prevailing laws, should it be assumed that the number of days of working be for each agent seat. Wipro will factor backup resources for leave and roaster management to ensure complete the service window & the minimum calling hours per day per seat.

Bidders will have to factor in all such requirements as to meet the project expectation.

8. 4 P-30 D) Non-IT Infrastructure -

…Power Arrangement…..the complete maintenance and recurring expenses including fuel charges for the same will be the responsibility of the HSP….

Please provide more clarity on the fuel charges clause & who will operate and maintain the genset?

Please refer Page 29 of the RFP document that mentions "HSP would be provided UPS and genset (detail is attached in Annexure 8) for alternate power at MCTH facility. However the complete maintenance and recurring expenses including fuel charges for the same will be the responsibility of the HSP. Bidders will have to factor in all such

CORRIGENDUM


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requirements as to meet the project expectation.

9. 5 P-21 Section 3: 2.1. Establishment of Infrastructure

HSP shall have the responsibility of post-warranty operation, up gradation, maintenance and support of those 80 PCs and procurement, installation, operation, up gradation, maintenance and support of remaining PCs as required during the period of the project

Shall the costing be included as part of the pricing or should be charged separately?

The clause referred to is on Page 28 of the RFP. Please refer Annexure 2 of RFP.

10. 6 P-24 3.0 Scope of Work PRI Lines

Should PRI lines be taken on HSP name or on customer name?

The clause referred to is on Page 21 of the RFP. The PRI lines will be procured in the name of the HSP. However, all the assets, including PRI lines, will be transferred to MoHFW as per the exit management schedule on 8 of the

CORRIGENDUM


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RFP.

11. 6 P-28 2.1. Establishment of MCTH Infrastructure Hardware and Software Infrastructure

All licenses offered should be procured in the name and under the ownership of MoHFW

Can HSP recommends any vendor for procuring the licenses to Ministry or should HSP procure directly?

The clause referred to is on Page 27 of the RFP. The clause referred is self explanatory.

12. 7 P-30 Section 3: 2.1 Establishment of MCTH Infrastructure D) Non IT infrastructure

What is the power outage at MCTH location, in order to understand the diesel costing for gensets?

The clause referred to is on Page 29 of the RFP. HSP shall decide in this regard to meet the project requirements.

CORRIGENDUM


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13. 8 P-43 & P-58

Section 3: 4.1. Operation and Maintenance of MCTH Project

As the Contract will be signed for 5 years but renewable on "Yearly" basis, and in case, if the contract is terminated in between, is MOHFW willing to compensate the prospective bidder / HSP as considerable amount of time and money would have invested into the project?

The clause referred to is on Pages 42 and 57 of the RFP. As per the RFP.

14. 8 P-48 5.6 Support Services

What is the total SFT of the Facility and how many entry and exit points are there for this facility? Apart from this space is needed for providing training, pantry facility. Will additional SFT will be provided for the same

The clause referred to is on Page 46 of the RFP. Please refer Annexure 11 on Page 197 of RFP.

15. 9 P-73 No Claims Certificate

When do the sign-off of no claims certificate come into picture? Is it after the completion of term of the agreement or after the completion of respective phases

The clause referred to is on Page 72 of the RFP. To be decided by the TCC / MoHFW.

CORRIGENDUM


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16. 9 P-73 Termination of Contract

Bidder proposes making termination for convince clause mutual and also notice period should be 90/120 days.

The clause referred to is on Page 72 of the RFP. No change in the clause.

17. P-75 Section 6: 29. Schedule of payments

As part of the quarterly payment whether any % of the amount would be withheld by Ministry to HSP or full amount will be reimbursed

The clause referred to is on Page 74 of the RFP. As per the RFP.

18. 9 P-77 Section 6: 29. Schedule of payments

If request is given by HSP, will the MoHFW release advance only on 110% of submission of PBG or on submission of 100% PBG also

The clause referred to is on Page 75 of the RFP. As per the RFP.

19. 1 P-116 Annexure 2: Content and Format of Financial Bid General Conditions

Kindly confirm if per hour calling rates is inclusive or exclusive of taxes.

Please refer Annexure 2 of RFP in this regard. The Annexure is self explanatory.

20. 1 - General Sub-system or product as part of MCTH solution shall be perpetual in nature without any recurring/ renewal license fee - Do we need to include renewal of the products licenses as part of the costing or

Please refer point [B]: Hardware & Software Infrastructure on Page 27 of the RFP.

CORRIGENDUM


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Response

not.

21. 1 - General Will the telecom charges, rentals, usage charges, OTC would be reimbursed at actual?

The clause referred to is on Page 28 of the RFP. For PRI lines and TFN, the clause referred is self explanatory. Refer Annexure 10 for more details on PRI lines.

22. 1 - General What would be lead time for ramp up and ramp down of HA's?

Please refer second bullet point on 9 of the RFP.

23. 1 - General Can bidder assume that 86 agents’ login hours is the minimum guarantee that can be taken?

Please refer the para below table on Page 25 and second bullet point on Page 119 of RFP.

24. 1 - General What all are included in passive infrastructure?

Please refer [A]: Network Infrastructure on Page 26, point 2.1: Roles and Responsibilities of HSP on Page 57 and Annexure 8 of the RFP.

CORRIGENDUM


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25. 1 - General Sub-system or product as part of MCTH solution shall be perpetual in nature without any recurring/ 63renewal license fee - Do we need to include renewal of the products licenses as part of the costing or not.

Please refer point [B]: Hardware & Software Infrastructure on Page 27 of the RFP.

26. 1 - General Is there any existing training manual or SOPs/ knowledge base which can be shared with HSP

HSP will have to develop all relevant documentation in this regard.

27. 1 - General Does HSP also need to build infrastructure for Training rooms in the location provided by MOHFW

Please refer "Knowledge Management and Training" on Page 24 and facility as per Annexure 11 of the RFP.

28. 1 - General Will the facility to be given out to the prospective HSP would be free of "rental" charges and the existing infra (AC, genset, chairs, workstations etc.) without any charges to HSP?

Please refer [D]: Non-IT Infrastructure on Page 29 of the RFP. Rental of the premise will be borne by MoHFW.

29. 1 - General No information is provided related to fire suppression system, like fire extinguishers. Please provide the information

There is no fire suppression /gas flooding system in MCTH center. However, as far as safety is concerned there is non addressable fire detection / alram system installed at the site which covers the MCTH site

CORRIGENDUM


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with 12 Nos of of fire extinguishers to extinguish fire manualy.

30. 1 - General Kindly request the MoHFW to extend the timelines for bid submission


31. 1 P-161 Annexure 8: Specification of Existing Infrastructure at MCTH Site Air conditioners

Please provide the total air conditioned area vs. the total capacity

Total air-conditioned area is approx 5100 square feet. For seat capacity please refer Page 22 of the RFP.

32. 1 General We have a suggestion that the ministry should allow consortium as this does not in any manner dilute the project execution or operations. We would request you to allow consortium. We want to participate with our sister concern HCL technklogies.

No change in the RFP.

CORRIGENDUM


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33. 1 P-2 Key Events Last date of Bid submission is on 5th August’13

Request to allow minimum 30 days time period from the date of reply of pre bid queries


34. 1 P-24 Section 3: Part 1 Development and customization of the software systems form a core activity and cannot be sub contracted. We are not a professional software company though we have software development partners. Primary responsibility for software quality and performance would still be provided by HSP.


35. 1 P-28 b) MCTH and Data Centre Network

HSP should also need to integrate the MCTH application with the proposed MCTS solution

Pls clarify if MCTS solution has been implemented.

The clause referred to is on Page 27 of the RFP. Yes.

36. 1 P-22 SECTION 3: SCOPE OF WORK 1. Description of

*Bidder should also make the provision of inbound SMS solution for the

If service provider to provision the SMS gatway, please confirm whether the SMS cost be

The clause referred to is on Page 21 of the RFP. MoHFW can use NIC/DeitY

CORRIGENDUM


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Services: project. This solution should be able to handle the inbound and out bound SMSes to the scale of the project.

reimbursed by the department. SMS Gateways for this project. However HSP will do the integration of its application with NIC/DeitY SMS gateways as per technical specifications. Ministry of Health and Family Welfare will be paying SMS cost to NIC/DeitY.

37. 1 P-22 SECTION 3: SCOPE OF WORK 1. Description of Services:

Helpdesk Agents: 86 Seats Medical Consultants: 4 Seats Supervisor: 6 Seats Program Manager: 1 Cabin Operations Manager: 1 Cubicle Content Developer, Technical Lead, Technical Manpower: 4 Seats

Seats counts mentioned state that total 102 seats required and this means 102 systems and associated softwares are required to run operations. Please clarify whether department provides additional system other than existing 80 desktops at MCTH site and associated softwares /assossories..

Please refer second bullet point on Page 28 of the RFP.

38. 1 P-27 b) MCTH and Data Centre Network

All the application and database for MCTH solution shall reside at Data Centre, NIHFW Campus in Delhi and will be connected to the

Please clarify whether HSP can propose leased line (point to point) between MCTH DC and MCTS application DC for reliability and performance rather than going on a public network.

Please refer point (b) MCTH and Data Centre Network on Page 27 of the RFP.

CORRIGENDUM


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Response

MCTS Data Centre at NDC Shastri Park, New Delhi or any other available NDC of NIC. HSP has to procure the primary internet connectivity link with adequate speed that will completely support the scope of work and data transfer between MCTH DC and MCTS application.

39. 1 P-27 [B]: Hardware & Software Infrastructure

The Data Centre at NIHFW Campus, New Delhi or as decided by the MoHFW in due course of project implementation shall be used by the HSP for deploying the MCTH solution and its components including CRM. HSP shall procure, install, operate, upgrade and maintain the necessary (existing and new) hardware (servers,

Our understanding is that the MCTH site and MCTH data centre are in the same premise where HSP can deploy all hardware and software related to CRM, IVR, ACD, CTI, Dialer, EMS etc.. Please confirm our understanding is correct..

Yes.

CORRIGENDUM


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Response

SAN storage (minimum 15 TB of usable space to start with), PCs, network equipment‟s, Non-IT equipment‟s etc.) and the software (operating system, EMS, CRM, CTI, TTS, ACD, Dialer, recording solution, IVR solution, active directory etc.) for the same

40. 1 P-27 [B]: Hardware & Software Infrastructure

The Data Centre at NIHFW Campus, New Delhi or as decided by the MoHFW in due course of project implementation shall be used by the HSP for deploying the MCTH solution and its components including CRM. HSP shall procure, install, operate, upgrade and maintain the necessary (existing and new) hardware (servers, SAN storage (minimum 15 TB of usable space to

Request the department to share the existing MCTH architecture of better understanding.

HSP will design and implement the MCTH solution as per the RFP.

CORRIGENDUM


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Response

start with), PCs, network equipment‟s, Non-IT equipment‟s etc.) and the software (operating system, EMS, CRM, CTI, TTS, ACD, Dialer, recording solution, IVR solution, active directory etc.) for the same

41. 1 P-33 [B]: MCTH Team Composition

HSP shall provide the details of Core Team (in the prescribed format as provided in Annexure 5) for MCTH which would consist of the key personnel supported by the other team members.

Our understanding is that the technical onsite support staff to manage the systems, telecom, network, applications would have to be considered as part of the operational cost. Please confirm


42. 1 P-44 5.3. Customised SMS Service

Periodic bulk SMS for information on health and hygiene. This will lead to awareness building and demand generation.

The sms cost would be borne by department. Please confirm.

Yes.

CORRIGENDUM


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43. 1 P-12 1.2 Mother & Child Tracking initative

What is the current mechanism of reaching out incase of the movement of pregnant women to different cities / regions. How is this process currently managed ? What is the current mechanism of reaching out incase of the movement of pregnant women to different cities / regions. How is this process currently managed ?

The process is managed by MCTS.


Understand MCTH would collect the data of pregnancies and births from Government and Private facilities. Please confirm.

Please refer Section 3 of the RFP.


Is validation of the central data repository part of the work-scope ? If yes, please detail the current process of validation. Please confirm.

Please refer Section 3 of the RFP.

46. 1 P-15 2. MCTH Please share the language wise outbound call volumes - weekly, monthly & yearly.

Please share the language wise outbound call volumes - weekly, monthly & yearly. Need Clarity

MCTH is yet to be established.

CORRIGENDUM


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47. 1 P-22 3. Scope of Work Please confirm the split of 86 Seats in various shifts (8:00 AM to 8:00 PM) Please confirm.

Please refer clause "Support Window", "Seat Capacity" and "Capacity Served" under Section 3 on Page 22 of the RFP.

48. 1 P-22 3. Scope of Work Would outstation / STD calls are also part of the work scope ? If yes please share the average approximate daily, weekly & monthly volume? Please confirm.

The clause referred to is on Page 21 of the RFP. Please refer Section 3 of the RFP.

49. 1 N/A General List of general admin stuff like dustbins, foot mats, whiteboard, soft board etc…. Please confirm.

Please refer Annexure 8 of the RFP.

50. 1 N/A General Need clarity on ‘after termination do we need to handover the site whereas basis with normal wear & tear or need to bring it to the level of new site’ Please confirm.

Refer clause 41 on Page 78 of the RFP.

51. 1 N/A General Msater Agreement is not available Requst the draft agreement

It will be shared with the successful bidder.

CORRIGENDUM


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52. 1 N/A Sub-contracting: There is no mention of any bar on sub-contracting We need to sub-contract barring core work ofmanaging the call centre.

Please refer clause "Core Activities of HSP" on Page 23-24 of the RFP.

53. 1 N/A Limitation of Liability:

There is no provision for Limitation OfLiability. This means that our liability is uncapped. We should have it capped to a total of one month of average billed amount.

Please refer "Clause 42. Limit of Liability" on Page 80 of the RFP. No change in the clause.

54. 1 N/A Termination for Non- payment/Convenienc e:

There is no provision to suspend/terminate the contract for non-payment/convenience by 30/60 days notice. We should have the right to suspend/terminate the contract for non-payment/convenience by 30/60 or 90 days notice, and should similarly have 30/60 or 90 days notice from MOHFW as well.


CORRIGENDUM


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55. 1 N/A Penalty Cap The penalties are not capped. We request to be capped at 10%.

Please refer clause "SLA Monitoring" under Annexure 3: Draft Service Level Agreements (SLAs) on Page 122 of the RFP.

56. 2 N/A Indemnity There is no mention of Indemnity We are willing to provide indemnities for third-party claims.

Please refer clause "40. Indemnity" on Page 78 of the RFP.

57. N/A General Please share the list of existing infra set-up and electromechanical Audit for equipment health check Request details

Please refer Annexure 8 of the RFP.

58. N/A General In Annex 8, they have not mentioned on Fire Alarm System and Data Center Security equipments. Do we need to install the same??

There is non addressable fire detection / alarm system installed at the site which covers the MCTH site with 12 Nos of fire extinguishers to extinguish fire manually. Further, please refer clause 2.1 on Page 57 and Page 58 of the RFP.

CORRIGENDUM


Eligibility Criteria Related Query:

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1. P-83 Annexure-1, Part 2: Formats for Compliance to Prequalification Criteria

1. The bidder should have : - An average annual turnover of not less than Rupees 100 Crores for last three financial years (i.e. 2009-2010, 2010-2011 & 2011-2012). - Out of the above turnover, a minimum of Rupees 50 Crores on an average should be from call centre operations, for last three financial years (i.e. 2009-2010, 2010-2011 & 2011-2012).

We request a relaxation on the below highlighted pre qualification criteria


2. P-83 Pre qualification Bidder should have average turnover of 100 crore for last three years and 50 crore from call center

Bidder should have average turnover of 15 crore for last three years and 15 from domestic call center. This will broaden the competition and get the experienced players


3. P-83 Pre qualification The bidder should have net profit for last three years

Should be replaced with “ the bidder should have cash profit for last three years.” Many companies have higher depreciation due to investment hence they may not have net profit


CORRIGENDUM


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4. P-84 Pre qualification Bidder should not have defaulted on statuary dues

This should be more specific like bidder should not have defaulted on ESI and PG payment.


5. P-181

Document check list The bidder should have 2% wireline customer base as per TRAI report

The bidders are BPO companies and this is not possible to fulfill by any bidder.

The referred criteria is part of RFP document for the selection of Telecom Service Provider for the MCTH project. Hence the query raised is not relevant.

6. P-83 PART: 2 1.Out of total turnover of Rs.100 Cr; Rs 50 cr should be from call center operation - GVK EMRI’ entire operation works under SRC (Sense-Reach-Care) model and it is not for profit organization dealing mostly with state governments. So the accounting is done as a one unit, but not function wise. So, request to keep only “over all turn over” condition.


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7. P-83 PART: 2 3. The bidder should be 100% owned company

GVK EMRI is registered under the society act of AP as not for profit organization. So, organization registered under society act should also be allowed.


8. P-83 PART: 2 5.The bidder should have net Profit in each of the last 3 FY

GVK EMRI being a not for profit organization registered under society act, should be exempted from this clause.


9. P-84 PART: 2 The bidder should have positive networth

As mentioned above, our net worth is nil for the same reason, so, request to exempt for this caluse.


10. N/A Experience from Group companies

There is no mention of experience from Group companies We request to consider experience from Group companies as well


11. P-84 Prequalification Criteria

The Bidder should have net profit in each of the last three financial years (i.e. 2009-2010, 2010-2011 & 2011-2012).

Group companies turn over is also considered?

The clause referred to is on Page 83 of the RFP. No change in the RFP.

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12. P-85 Prequalification Criteria

Bidder should not have withdrawn from similar government projects or should not have any contract termination from similar project with government entities in the last 3 years.

If this is because of non payment, will it be a road block for bidding


CORRIGENDUM


Evaluation Criteria Related Query:

S.No. Page No.

Clause Reference Clause Query/ Recommendation/Explanation by the

Prospective Bidders Response

1. P-145 Annexure 5 It has been mentioned that Average Annual Turnover from Helpdesk Services for the last three financial years needs to be provided and that average annual turnover should be greater than equal to 1000 crores. Please confirm.

The evaluation matrix referred is explaining how the marks would be awarded based on the value of average annual turnover during the technical evaluation stage. The clauses in Annexure 5 are self explanatory.

2. - - - Please specify if the agents need have any specific certification

The criteria required for the helpdesk agents are mentioned at Pages 37 and 38 of the RFP document.

3. P-157 Annexure 6: Methodology for calculation of Absolute Financial Quote (Fb)

For Calculating the absolute financial quote "in no warrants that the derived Absolute Financial Quote (Fb) is the contract value of the MCTH project". Need clarification on the same.

The cited excerpt may be read as: "in no way, it warrants that the derived 'Absolute Financial Quote (Fb)' is the contract value of the MCTH project."

CORRIGENDUM


Scope of Work Related Query:

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1. P-24 Section-3, Scope of work, 1. Description of Services: Knowledge Management and Training

HSP shall have the complete responsibility of knowledge management and training of the personnel deployed for the project. HSP shall build a Question Bank database/Knowledge Bank and step by step query resolution workflow based on the operations experience of the HSP. HSP will be required to provide & update Question Bank/ Knowledge Base & FAQ database regularly. HSP will develop training methodology including training material in English, Hindi and regional languages for Helpdesk Agents for various types of training such as induction training, training of trainer, supervisor training

Please share the training duration and also whether we have content available that can be designed as per contact centre requirement. Is there any knowledge management tool or FAQs available with the client or do we need to build this up? Please clarify.

Training plan and other related activities are to be planned and executed by the HSP to meet the requirements of the project.

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for processes specific to MCTH, Medical Consultants‟ training etc.

2. P-40 Section-3, Scope of work, Clause 2.5 (c): Domain Training

Domain Training: HSP will appoint domain experts/institutions for providing domain-specific knowledge training to the HAs. The appointed domain experts/institutions of HSP will develop intensive domain-specific training modules. It will be the responsibility of the HSP to ensure that all HAs received appropriate domain training. HSP shall bear all expenses incurred for this activity.

The Service provider shall require support from the client to train the initial few batches and will get the support staff trained alongside to conduct further batches. Please confirm.

The clause referred is self explanatory.

3. P-16 Section 2: Introduction Clause 2.2:Hours & Days Of Operation

What are the exact hours and days of operation?

The clause referred to is self explanatory.

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4. - - - What’s the expected Outbound call volume?

Please refer: P-16, Section 2: Introduction Clause 2.2:Hours & Days Of Operation Data Volumes : Validation of 1.5% (i.e. around 7.5 lakh) mother and child records in MCTS annually. Further, the operational aspects of MCTH may change in due course as per the future requirement or as decided by the Technical Coordination Committee (TCC). P-29 Initially the helpdesk should have the capability to handle 80% outbound calls and 20% inbound calls (for 86 Helpdesk Agents/seats).

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5. -

- -

What’s the target AHT for Outbound calls? Is it same as Inbound i.e., 3-4 minutes?

To start with the target AHT for outbound calls are considered same as inbound calls.

6. - - -

Please share half hourly call arrival patterns for 4-6 weeks (if available)

The call center is yet to be established.

7. -

- -

Will the same set of agents handle inbound and outbound volume or are there supposed to be separate teams?

Please refer "Operational Aspects" in clause 2.2 on page 16 of the RFP.

8. P-157 Annexure 6 (A)

-

Its mentioned that MCTH Operations has been considered for 86 agents for entire duration of the project. Is this number fixed as far as manpower requirement for this project is concerned or are vendors supposed to produce their own sizing?

The number of Helpdesk Agents is fixed for the bidding purpose.

9. - - - Please share agent definition (hours which need to be delivered)

Minimum 7 hours of actual calling (Outbound and inbound together) in a day by individual Helpdesk Agent and for 362 days in a year excluding National Holidays.

CORRIGENDUM


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The operational aspects of MCTH may change in due course as per the future requirement or as decided by the Technical Coordination Committee (TCC).

10. P-17 Section 2: Introduction Clause 2.2

- Please provide clarity on productive hours definition (as per the RFP an agent should deliver 7 productive hours, however agent would be on shift for at least 9 hours)

The clause referred to is on Page 16 of the RFP. Minimum actual calling hours is 7 hrs per Helpdesk Agent.

11. P-22 Section-3, Scope of work, 1. Description of Services: Languages to be supported

MCTH project will initially support 12 languages. 1. Hindi 2. English 3. Gujarati, 4. Marathi, 5. Punjabi, 6. Kannada, 7. Tamil, 8. Telugu, 9. Malayalam, 10. Bengali, 11. Oriya, 12. Assamese

Please provide the language splits for agents.

As per Page 38, 36 First Level Call Resolution agents will be required with proficiency in Hindi, English & at least one regional language so as to cover all the 12 languages or as per the decision of TCC.

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The final decision on the selection of languages that would be supported by the MCTH project beyond these will be taken by the TCC.

12. P-24 (Section 3 scope of Work, Outbound calling)

Outbound calling would be done primarily to validate the records of beneficiaries and health workers (ANM, ASHA and others.)

please confirm how does department intend to do a authentication please confirm if we can use technologies like voice biometrics for authentication of records of benificiaries.

The clause referred to is on Page 23 of the RFP. IVRS and Helpdesk Agents will be used to validate the records.

13. Maintenance Till what time will be the warranty for equipment deployed by the deptt. Who will bear the Annual maintenance for the equipment

The RFP document mentions the warranty details in Annexure 8. Further HSP shall have the responsibility of post-warranty operation, upgradation, maintenance and support of those equipments already deployed.

14. P-17 Section 2.3 Creation of Comprehensive knowledge database to address queries in standard manner.

Will MHFW provide HSP with initial data set for the knowledge base?

The clause referred to is on Page 16 of the RFP. The clause referred is

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self explanatory.

15. P-16 Section 2.3 Correct information on health programmes (national / state level) of MoHFW.

It is assumed that HSP personel will be provided with a detailed training/orientation on the modules/programmes for which MCTH is to be setup

Responsibility for this activity lies with HSP. However as per point 2.2 on Page 58 of the RFP, MoHFW will provide support to the HSP in smooth coordination with the stakeholders for development of MCTH application.

16. P-19 Section 2.4.a-Data Validation - "...The lead base targets will be provided to HSP on quarterly basis..".

Average lead base targets is keep at 1.5% or 7.5 lac.

It is expected that the any major increase / decrease in lead base targets are communicated to HSP atleast 8-10 weeks in advance, so as to accordingly aggument resources without decreasing quality or SLA performance

The clause referred to is on Page 18 of the RFP. Refer clause 2.3[A](a) point 3 Page 32 of the RFP.

17. P-23 Languages to be Supported

HSP is required to initially provide support in 12 languages. However since not all Helpdesk Agents / resources will be proficient on all languages, a sub set for each language will have to be created by the HSP. In view of this, it is requested to

This data will be the critical success factor for the HSP to achieve SLA parameters defined in the AHT, ASA, FTR, Call Abandonment etc

The clause referred to is on Page 22 of the RFP. As per Page 38 of RFP, 36 First Level Call Resolution agents will be required with proficiency in Hindi, English & at least one

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provide approx call volume as envisaged by MHFW.

regional language so as to cover all the 12 languages or as per the decision of TCC.

18. P-25 Section 3.1 -PRI Lines

PRI Lines "…Copy of the RFP with the TSP is provided in Annexure 10...…HSP will have to enter in a bipartite contract with the TSP ….However HSP has to fulfill all SLA requirements mentioned in this document….".

Kindly provide the details of the TSP selected by MHFW for the MCTH project with whom HSP has to have a bipartite aggreement alongwith MHFW.

The clause referred to is on Page 24 of the RFP. Will be communicated to the successful bidder.

19. P-26 Section 3.1 -Future requirement of the MCTH project

…..HSP shall also be responsible to cater to future requirements….Setting up of the DR….

The model / method including Commercial payment criteria to cater to furture requirement including DR setup by the HSP is not given in the RFP. Kindly provide more clarity on the same.

The clause referred to is on Page 25 of the RFP. Please refer Clause Future requirement of the MCTH project under section 3 on Page 25 of the RFP

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20. P-27 2. Phase I – Establishment & Go-Live/ Operationalization of MCTH Project-

….Third party audit of the MCTH Project….

Kindly provide more clarity on the scope of third party audit. Should we assume that scope of the audit is as per point 6 of page 32.

The clause referred to is on Page 26 of the RFP. Please refer Pages 31, 40 and 45 of the RFP document in this regard.

21. P-29 Section 2.1.B, Hardware & Software Infrastructure -

…..HSP should support, maintain, upgrade the hardware and software of PCs procured by the HSP & provided by MoHFW…..

Kindly provide the scope of upgrade of the existing PC to be provided by MoHFW.


22. P-39

-

The HSP shall “Hire, Retain and Supervise” the agents to run the Helpdesk Operations ….".

Section 3.1 in page 24, states that the HSP cannot sub contract core activitie to other agencies. However Section 2.3.B in page 34, mentions Helpdesk Agents under the Operational team section (& not in the core team section). So should it be assumed that HSP can leveage upon its partners for provisioning of Helpdesk Agents & Medical Consultants? Wipro have dedicated channel partners, who work only for Wipro & are used for extension of support, while the entire contract ownership, governance & penalties

Deployment of complete manpower including core team and operational team is one of the core activities of HSP.

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always remain with Wipro. Also it needs to be noted that hiring and retention of medical consultants will be a challenge & therefore it is suggested that HSP be allowed to partner with a medical firm for this particular role.

23. P- 17 Section 2: 2.2 Snapshot of MCTH

Multilingual Approach Basic languages i.e. Hindi and English Tentative Regional languages such as Gujarati, Marathi, Punjabi, Kannada, Tamil, Telugu, Malayalam, Bengali, Oriya, Assamese etc.

Please provide the percentage of language bifurcation for the calls?

The clause referred to is on Page 16 of the RFP. As per Page 38 of RFP, 36 First Level Call Resolution agents will be required with proficiency in Hindi, English & at least one regional language so as to cover all the 12 languages or as per the decision of TCC.


Multilingual Approach Basic languages i.e. Hindi and English Tentative Regional languages such as Gujarati, Marathi, Punjabi, Kannada, Tamil, Telugu, Malayalam, Bengali, Oriya, Assamese etc.

Are all the regional languages required during the night shift also?

The clause referred to is on Page 16 of the RFP. Please refer "Support Window" on Page 22 of RFP and "Operational Aspects" in point 2.2 on Page 16 of RFP.

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Minimum 7 hours of calling (Outbound and inbound together) in a day by individual Helpdesk Agent

If an individual agent on a given day has given only 6 hours of calling instead of 7 hours, will these 6 hours of service gets paid or not?

The clause referred to is on Page 16 of the RFP. Please refer clause 29 of Section 6 of RFP.


Minimum 7 hours of calling (Outbound and inbound together) in a day by individual Helpdesk Agent

In the bid document, a minimum of 7 hrs.Login of calling is required - should the agent be a dedicated resource for inbound and outbound calling? If it is not a dedicated resource, can we have the break-up of resources for inbound and outbound?

The clause referred to is on Page 16 of the RFP. Please refer "Operational Aspects" in clause 2.2 on page 16 of the RFP.

27. P-22 SECTION 3: 1. Description of Services: Support Channels

What should be the format for sending Email and SMS? Eg: dynamic

The clause referred to is on Page 21 of the RFP. HSP shall prepare these formats with the approval of MoHFW during FRS stage.

28. P-23 SECTION 3: 1. Description of Services: Technologies to be implemented

What are the types of reports that need to be shared with Ministry and at what intervals?

The clause referred to is on Page 22 of the RFP. HSP shall prepare these formats with the approval of MoHFW during FRS stage.

29. P-23 SECTION 3: 1. Description of Services: Seating

What is the basis for arriving at the requirement of 86 seats? Can HSP assume 1 seat equivalent to 1

The clause referred to is on Page 22 of the RFP. The clause

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Capacity agent in an 8 hour shift? All these 86 Agents/Seats should be ready from the date of "Go live" or is it a gradual scale up process?

referred is self explanatory. Please refer the para below table on Page 25 of RFP.

30. P-25 SECTION 3: 1. Description of Services Knowledge Management

HSP shall have the complete responsibility of knowledge management and training of the personnel deployed for the project. Will MoHFW provide initial train-the-trainer?

The clause referred to is on Page 24 of the RFP. Responsibility for this activity lies with HSP. However as per point 2.2 on Page 58 of the RFP, MoHFW will provide support to the HSP in smooth coordination with the stakeholders.

31. P-26 SECTION 3: 1. Description of Services Future Requirements

Does MoHFW have any preference for the DR site be located? Should all the regional languages be supported from DR site also?

The clause referred to is on Page 25 of the RFP. Future requirement of the project will be communicated to successful bidder in due course.

32. P-29 Section 3: 2.1. Establishment of Infrastructure – C)Telecommunicati

Please provide the details of service provider of the existing - allotted toll free 5 digit Short code 10588?

The clause referred to is on Page 28 of the RFP. Details will be shared with the

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ons Infrastructure successful bidder.

33. P-29 Section 3: 2.1. Establishment of Infrastructure –C) Telecommunications Infrastructure

Does the HSP need to procure additional TFN apart from the existing short code TFN 10588?


34. P-29 Section 3: 2.1 Establishment of MCTH Infrastructure C) Telecom Infrastructure

Will telecom charges (rentals, usage charges, SMS charges, OTC, TFN) be quoted as part of HA man hour rate? If yes, we need to have visibility of call volumes for inbound and outbound and SMS

The clause referred to is on Page 28 of the RFP. For PRI lines and TFN, the clause referred is self explanatory. Refer Annexure 10 for more details on PRI lines. SMS charges, if any, will be borne by Govt of India.

35. P-29 Section 3: 2.1 Establishment of MCTH Infrastructure Hardware & Software Infrastructure

Can you please clarify whether the existing infrastructure for taking calls (i.e. chairs, workstations, PCs, etc. of 80 in quantity/number) are already in the facility which is to be given to the prospective HSP? And after the warranty period (i.e. 10thSept 2013 i.e. around 2 years) is over for the PCs, HSP has to install of around 80 new PCs?

The clause referred to is on Page 27 of the RFP. Please refer "Roles and Responsibilities" on Pages 57 and 58 of RFP.

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36. P-30 Section 3.0 Scope of Work Description of Services Capacity Served

Please provide Inbound and Outbound call volumes, email and sms volumes year-on-year basis

The clause referred to is on Page 22 of the RFP. Details will be shared with the successful bidder during implementation.

37. P-30 Section 3: 2.1 Establishment of MCTH Infrastructure D) Non IT infrastructure

What is the time frame for CCTV recordings?


38. P-33 2.3. Earmarking and Mobilization of MCTH Team Call Handling Requirement

Should the CRM to be integrated with SMS and email gateway for sending or receiving messages / emails?

The clause referred to is on Page 32 of the RFP. Please refer "1. Required key features of CRM" mentioned on Page 47 of RFP.

39. P-37 2.3. Earmarking and Mobilisation of MCTH Team b)Operational Team - Supervisor

Is supervisor also responsible for auditing calls and sharing feedback apart from monitoring the team?

The clause referred to is on Page 36 of the RFP. Please refer Pages 34 to 38 of RFP.

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40. P-38 2.3. Earmarking and Mobilisation of MCTH Team b)Operational Team -Medical Consultants

How frequently should medical consultants audit calls for quality of health advice; monthly or daily?


41. P-39 2.3. Earmarking and Mobilisation of MCTH Team Note

MoHFW has the right to evaluate the members of MCTH team appointed by the Helpdesk Service Provider at any stage and can reject them in case they are not found suitable. Under such circumstances, the Helpdesk Service Provider shall replace the resource within one week from the date of written intimation from MoHFW.- We shall have relaxation on the time frame for recruitment.


42. P-58 Section 5: Schedule for 43completion of Task 2.1 Successful bidder/HSO

HSP shall obtain the license of call Centre operation for the project. - Does this mean that HSP needs to obtain OSP license from DOT

The clause referred to is on Page 57 of the RFP. Refer point 2.1 on Page 57 of RFP.

43. P-80 41.1 Exit management

All asset/ infrastructures that is procured and installed at

We understand that infrastructure procured and installed would be

The clause referred to is on Page 79 of the

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MCTH site by the HSP shall be owned by the MoHFW.

with the bidder until it actually gets transferred to the Ministry. Please confirm Please provide the duration of support expected during the exit management in the event of termination or expiry

RFP. Please refer clause 2.1 on Page 57, clauses 41 on Pages 78 to 80 of RFP.

44. P-23, P-29, P-114

Annexure 2 : FORMAT FOR FINANCIAL BID:

Minimum 7 Hours of actual calling (Outbound and Inbound Calls) every day by all Helpdesk Agents within the support window For the purpose of this financial bid, the operational timings for each shift (7 hours of calling within the shift) is given in the table below: Day shift: 08:00 AM to 08:00 PM (To start with MCTH will be operational during Day shift) Hence, if the operating window is 12 hours, and an individual agent would give 7 hours of calling, later another agent can only give 5 hours of calling in a shift/day? Hence can we consider all the calling hours given by both these agents as total calling hours per

The clause referred to is on Page 113 of the RFP. Please refer clause 29 of Section 6 of RFP.

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day and would be eligible for payment for the services rendered?

45. P-117 Annexure 2: Content and Format of Financial Bid General Conditions

Deployment of Medical Consultants, Program Manager, Operational Manager, Content Developer, Supervisor and other specialists that will be required during the entire project duration. In case of unavailability of the resources, the payment will be deducted on pro-rata basis as quoted by the HSP in table 1 for these resources. TCC may impose additional penalties in case of any irregularity by the HSP in the resource deployment. - what would be the penalty imposed

Please Refer Clause SLA monitoring under Annexure 3: Draft Service Level Agreements (SLAs) under section 6 on Page 122 of the RFP

46. P-119 Annexure 2: Content and Format of Financial Bid

How many HA’s estimated to be available for night shift?

As per Page 22 of RFP, support window is 08:00 AM – 08:00 PM (every day except mandatory national holidays). Further, as per point 2.2 on Page 16 of RFP, the operational aspects of MCTH may change in

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due course as per the future requirement or as decided by the Technical Coordination Committee (TCC).


The calendar man-month rates for the other team members (core team and supervisor) is asked for placing additional requirement of manpower to HSP for the MCTH project, if required. However the bidder needs to factor in all such cost in the Helpdesk Agent calling rate only. For incorporating the same into the calling rate, is 8 man months’ efforts only required by the MOHFW or would it be more?

The clause referred to is on Page 115 of the RFP. MoHFW shall pay the HSP based on the unit rate sought from the bidders for any additional requirements of MCTH project in the future apart from the on-going support for the project. The cost for additional requirements is not a part of HA man month rate.


For billing purpose, Considering all the above points(i.e. 12 hour operating window, 7 days a week, & 7 hours of calling in a shift by an individual Agent), can we presume that an "Agent" is equal to "Total

The clause referred to is on Page 119 of the RFP. Please refer "Support Window" on Page 22 of RFP and "Operational

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hours of calling by all the agents in a 12 hour window" in a day/ 7 hours? Please clarify whether during the entire 12 hour operating window in 54a day, 86 agents should be there at any given point of time during this 12 hour widow and 7 days a week? And if night shifts are later started the requirement would also be on similar lines?

Aspects" in point 2.2 on Page 16 of RFP.

49. P-161 Annexure 8: Specification of Existing Infrastructure at MCTH Site

Are we permitted to make any changes in existing premises in terms of addition/ deletions of infrastructure? If yes, what are the terms and conditions and costing?

No.

50. P-51 8. Required Key features of „Enterprise Management System (EMS) - Event Management

o It should help to notify through pager, cell phone, email of various/selective events occurring in the enterprise

Pager services is no more active technology from Telecon Service Provider. Pls. remove Pager notification services from the requirement.

The requisite service may be provided through SMS instead of pager.

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51. P-33 2.3 [A] Helpdesk should provide services in 12 different languages for both incoming and outgoing calls. Is there any proportion of agents with knowledge in regional languages.

The clause referred to is on Page 32 of the RFP. As per Page 38 of the RFP, 36 First Level Call Resolution agents will be required with proficiency in Hindi, English & at least one regional language so as to cover all the 12 languages or as per the decision of TCC.

52. P-28 2.1 (B) Also HSL shall have the responsibility of post warranty operation, upgradation, maintenance and support of those 80 PCs and procurement, installation, operation, up gradation, maintenance and support of remaining PCs as required during the period of the project The quantity requirement beyond available quantity should be well defined to assess cost.

Please refer Page 22 and Page 57 of the RFP to assess the additional requirement of PCs at MCTH site and for responsibility of HSP.

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53. P-22 Section 3: Part 1 Digital Storage Capacity/Scalability

What is the minimum period of storage of voice logs of inbound and outbound calls.

Please refer clause 5.2. Monitoring & Performance Management under section 3 on Page 44 of the RFP.

54. - General Data Transparency- To which departments can the data and voice recordings be shared except the MoHFW for data security.

To be decided by MoHFW

55. - General Data Backup- The process of data back should be automatic or can also be manual.

The HSP has to comply with the requirements mentioned in the RFP.

56. P-16 Mother And Child Tracking System (MCTS)/ Mother And Child Tracking Helpdesk (MCTH)

MCTH would be required to interface with MCTS application in order to fetch data set for validation.

Please clarify if there would be integration requirements also OR the vendor would be provided a working link only?

The clause referred to is on Page 15 of the RFP. NIC will provide MCTS data to HSP and take MCTH verified data from HSP through Web Services/ Off-line Media as the case may be on the parameters to be decided by

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MoHFW.

57. P-17 2.2. Snapshot of MCTH

MCTH application shall be a comprehensive integrated helpdesk / call centre solution which would include CRM, IVRS, ACD, CTI, Voice Logger, reporting system, Quality management system etc.

We assume that the department will provide all possible assistance towards integration requirements which includes the documents, methodology, co-ordination, etc with existing service providers. Please confirm

The clause referred to is on Page 16 of the RFP. Responsibility for this activity lies with HSP. However as per point 2.2 on Page 58 of the RFP, MoHFW will provide support to the HSP in smooth coordination with the stakeholders for development of MCTH application.


Integration of MCTH application with SMS gateway and Mail server of NIC

Please elaborate the current process maps for this integration.

The clause referred to is on Page 16 of the RFP. MCTH is to be established by the HSP.


Deployment of the required components of MCTH Solution at MCTH Data Center at NIHFW Campus Munirka

We understand that this would be the primary site. Please confirm on the DR site as well.

The clause referred to is on Page 16 of the RFP. Please refer clause "Future requirement of

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the MCTH project" under section 3 on Page 25 of the RFP.

60. P-20 a) First Level Call Resolution

Validation of data present in the MCTS Application

Will the department be providing the data for validation?

The clause referred to is on Page 19 of the RFP. Please refer clause "Call Handling" under Section 3 on Page 23 of the RFP.

61. P-27 2. Phase I – Establishment & Go-Live/ Operationalization of MCTH Project

Third party audit of the MCTH Project (including application & infrastructure) & Go-Live of MCTH

Is there any specific list of accredited auditors. If yes, please share.

The clause referred to is on Page 26 of the RFP. Please refer Page 31 of the RFP.

62. P-32 2.2. Development & Implementation of MCTH Application

HSP needs to host the MCTH solution in the premise of DC at NIHFW Campus, New Delhi

Will the vendor be provided round the clock remote connectivity to the application/database servers?

The clause referred to is on Page 31 of the RFP. No change in the RFP. Please refer clause 5.1. Information Security Requirements on Page 43 of the RFP.

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HSP will ensure the operationalization and management of the DR site

Will the vendor be provided round the clock remote connectivity to the application/database servers?

The clause referred to is on Page 31 of the RFP. Please refer clause Future requirement of the MCTH project under section 3 on Page 25 of the RFP

64. P-33 b) Call Handling Requirement

The proposed application should have integrated SMS and e-mail gateway for sending or receiving messages/ e-mails

We assume that the department will share the credentials for existing SMS and email accounts as well as share the APIs towards integration. Please confirm

The clause referred to is on Page 32 of the RFP. HSP will design and implement the MCTH solution as per the RFP. Further, please refer Section 5 on Page 55 of the RFP.

65. P-27 b) MCTH and Data Centre Network

All the application and database for MCTH solution shall reside at Data Centre, NIHFW Campus in Delhi and will be connected to the MCTS Data Centre at NDC Shastri Park, New Delhi or any other available NDC of NIC. HSP has to procure the

We understand that only primary link to be provisioined by HSP and the redundant link would be provisioned by department. Please confirm.

MoHFW will not be providing any connectivity between MCTS Data center at NIHFW campus and MCTS data center at NIC data center. However existing Internet/NKN

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primary internet connectivity link with adequate speed that will completely support the scope of work and data transfer between MCTH DC and MCTS application. In this regard, HSP shall procure the internet connectivity from only one of the service providers i.e. RailTel, Power Grid Corporation India Limited (PGCIL) or MTNL, since data centre at Shastri Park, New Delhi provides access to only these service providers. However a high speed internet connectivity will be made available to the HSP as redundant connectivity for the same.

Connectivity at NIHFW may be used for sharing the data between MCTH and MCTS application through web services/offline mode.


MCTH would mainly consist of a CRM solution, IVRS solution, CTI solution, TTS, Voice Loggers and any other software application that needs to be developed / required for the project as per scope of work and SLA.

Does TTS is part of the current scope ? If yes please elaborate the TTS scope, number of IVR ports required with language wise break up to be factored in the solution.


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67. P-29 [C]: Telecommunications Infrastructure

Further, initially the helpdesk should have the capability to handle 80% outbound calls and 20% inbound calls (for 86 Helpdesk Agents/seats). The HSP will also have to propose adequate PRI lines requirements for incoming calls terminated at IVRS.

Please confirm whether HSP can consider 80% outbound calls and 20% inbound calls to design the solution & factor commercial in terms on IVR port and the ACD/Dailer licenses.

Please refer "2. Required key features of IVRS" on Page 48 of the RFP.


HSP should also obtain the license for the call centre operation for the project.

Does this mean DOT license for operating call centre ? Please elaborate the license requirmement

The clause referred to is on Page 57 of the RFP. Refer point 2.1 on Page 57 of RFP.

69. P-59 2.3. National Informatics Centre (NIC/NICSI)

Shall provide requisite storage space to the HSP for data and voice recordings.

Our understanding is that required storage space for voice recording and data at MCTH data would be provided by NIC. Please confirm

HSP shall be required to take daily back up on off-line media and store it safely in a remote location. Any storage space required for data and voice recordings is to be arranged by HSP.

70. P-59 2.3. National Informatics Centre (NIC/NICSI)

Shall provide connectivity and smooth access between MCTH Data Centre at NIHFW Campus and MCTS Data Center at NIC site

Understanding is that primary connectivity has to be provided by HSP and NIC/NICSI would provide redundnt link. Please clarify,

NIC/NICSI will not be providing any connectivity between MCTS Data center at NIHFW campus and MCTS data center at

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NIC data center. However existing Internet/NKN Connectivity at NIHFW may be used for sharing the data between MCTH and MCTS application through web services/offline mode.

71. P-12 1.2 Mother & Child Tracking initative

Understand MCTH would provide the data base of all new pregnancies detected / registered from 01st December 2009 to the Helpdesk Service Provider (SP). Please confirm whether the HSP is also expected to gather and collate such information and also detail the areas / regions covered under MCTH initative.


72. P-12 1.2 Mother & Child Tracking initative

Please confirm whether the service provider would integrate SMS, IVRS & UID Integration and keep updating contact details at regular intervals. Please confirm whether the service


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provider would integrate SMS, IVRS & UID Integration and keep updating contact details at regular intervals.

73. P-16 2.3 Critical Success Factor

Understand initial process training would be imparted by MCTH. Please specify the training duration. Please also confirm the requirement of any certification for Help desk Agents?

Please refer clause "Knowledge Management and Training" under Section 3 on Page 24 of the RFP.


Understand MCTH would provide training material to HSP at regular intervals with updated information. Please confirm.

Please refer clause "Knowledge Management and Training" under Section 3 on Page 24 of the RFP.


Please confirm whether the outbound / inbound calls needs to be recorded. If Yes, please detail the timeline for storage of calls and share some call recording for each category of requirement. Please also detail the current process of ticket management & tracking of any

The clause referred to is on Page 16 of the RFP. Please refer clause 5.2. Monitoring & Performance Management under section 3 on Page 44 of the RFP.

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open tickets.

76. P-18 2.4 A Data Validation

Understand the subject data to be validated would be the source data provided by MCTH vis-à-vis outbound call made to health beneficaries and grass root health functionaries. Would any call be also made to the Mother / Family for validation.


77. P-22 3. Scope of Work Please detail the incoming call volumes by day, week, month and year. Please also share the language wise split of incoming calls.

The clause referred to is on Page 21 of the RFP. MCTH is yet to be established.

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78. P-22 3. Scope of Work Please share the number of languages required for Self Service on IVR Please confirm.

Please refer "Languages to be supported" on Page 22 of the RFP.

79. P-22 3. Scope of Work Please detail the scope of SMS Management by Helpdesk Service Provider. Would MCTH provide the SMS gateway to HSP ? Please confirm.

The clause referred to is on Page 21 of the RFP. MoHFW can use NIC/DeitY SMS Gateways for this project. However HSP will do the integration of its application with NIC/DeitY SMS gateways as per technical specifications.

80. P-22 3. Scope of Work Please also detail the seasonal volumes / daily peaks / monthly peaks during the any particular period and share the past trends. Please confirm.

MCTH is yet to be established.

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81. P-22 3. Scope of Work Please explain the current process for managing ticket numbers which would be assigned for in-coming calls and whether all such calls are linked to Mother / Child database details by any unique number etc. Please confirm.


82. P-22 3. Scope of Work Please detail the process of record / data updation and correction / termination, if any. Is HSP authorised to delete any incorrect / duplicate data. How is the current quality process being managed. Please confirm.

The clause referred to is on Page 21 of the RFP. HSP has to develop and maintain the complete process.

83. P-22 3. Scope of Work Please detail the current process of reconciliation of records provided by MCTH and calls made. Please confirm.

The clause referred to is on Page 21 of the RFP. HSP has to develop and maintain the complete process.

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84. P-22 3. Scope of Work Understand MTCH would provide the necessary FAQ's / parameters for ensuring high FTR's. Please confirm.

The clause referred to is on Page 24 of the RFP. Responsibility for this activity lies with HSP. However as per point 2.2 on Page 58 of the RFP, MoHFW will provide support to the HSP in smooth coordination with the stakeholders.

85. P-22 3. Scope of Work Understand MTCH would provide the call forecasting details to HSP for reducing the Call Abandon rate. Please confirm and share the last 6 months call arrival pattern. Please confirm.


86.

P-23

3. Scope of Work How would this data be pushed to the contact centre for out calling? Please confirm.

NIC will provide MCTS data to HSP and take MCTH verified data from HSP through Web Services/ Off-line Media as the case may be on the parameters to be decided by MoHFW.

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Technical Query:

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1. P-47 Section 4: Key Features / Specifications of MCTH Solution, point no.1: Required key features of CRM

- Please confirm if the quality process is in place or the service provider shall develop and seek sign off.

HSP has to develop and maintain the complete quality process.

2. P-39 (Section 2.3: Earmarking and Mobilisation of MCTH Team point d )

The IVRS should have an easy navigable voice assistance for the caller to select the desired option.

What kind of voice assistance is planned to be used by departnment, what is automation level that is envisaged To achieve high level of automation & to have a good voice assistance system it is highly recommended to use Automated Speech Recognition technologies that support different languages like Indian English, Hindi, Marathi, Gujrati, Punjabi, Telgu, Tamil, Malyalam, Oriya, Bhojpuri, Kannada, Bengali, Urdu, Assamese

The clause referred to is on Page 32 of the RFP. It is the responsibility of HSP to design the IVRS navigation voice assistance to comply with the requirements of the project.

3. P-49 (SECTION 4: KEY FEATURES / SPECIFICATIONS OF MCTH SOLUTION, point 2 Required key features of IVRS)

IVRS shall interact with the callers in duplex mode through synthesized recorded voice in Hindi/English/

Duplex Mode can only be supported using Automatics Speech Recognition (ASR) where the callers input can be recognized by system and Text to Speech (TTS) is used to read out the information from

The clause referred to is on Page 48 of the RFP. Technology and product has to be decided by the HSP to comply with the requirements of the project.

CORRIGENDUM


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Response

regional languages depending on region from where the call originates.

database to the caller on the IVR. Please confirm on the use of Text to Speech and Automated Speech Recognition technology.

4. P-27 a) MCTH LAN Infrastructure -

...The MCTH site would be provided to the HSP with the laid out LAN cables, nodes, patch cords etc. for each seat of the helpdesk, however the responsibility of management and maintenance of this infrastructure lies with the HSP.....

We assume that the current LAN setup has been laid out as per the best practises & are certified for quality standard and the entire setup does not have any performance issues. Currnet Lan Cabling, its architecture & Best practise adherence hasn’t been mentioned in the tender. All Cabling to be used for longer duration are certified for certain benchmark test during its implementation stage, for instance, Penta Scanner test. Also cables with loose ends are subject to wear & Tear including damage by rats & rodents. Request for more clarficiaiton on Scope & Conditions


CORRIGENDUM


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Response

5. P-52 8. Required Key features of "Enterprise Management System (EMS)", Under "Event Management"

It should help to notify through pager, cell phone, email of various/selective events occurring in the enterprise.

Pagers have been obsolete, request to remove it. We can add some more notification options like E-mail, Direct SMS, Execute Batch file, SNMP Trap, XML notification, Pop-up window and Audio alert

The clause referred to is on Page 51 of the RFP. The requisite service may be provided through SMS instead of pager.

6. P-52 8. Required Key features of "Enterprise Management System (EMS)", Under "Software Distribution"

o The software distribution function should provide flexible and scalable delivery, installation, and configuration of software o The software distribution should support customizable distribution schedules, alternate methods, heterogeneous network protocols, diverse operating systems including both push and pull distribution modes

Software distribution section should be removed from the EMS part. It is creating the complexity of the solution and which may cause of increase in cost of the solution. It is better to be a separate Desktop management or software disturibution requirement.


CORRIGENDUM


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Response

o Compression should be supported while distributing the software across WAN o Furthermore, its integration with the event management functions of the EMS should provide complete tracking, logging, and automated correction of failures during the delivery and installation process. In addition, its integration with the security functions of the EMS should enable administrators to deliver software with peace of mind o It should be possible to store images of the

CORRIGENDUM


S.No. Page No.



Response

servers and desktops and restore images from the image server. It should distribute the image to the desktops/Servers by using the booting from images

7. P-27 2.1. Establishment of MCTH Infrastructure, Under [A]: Network Infrastructure [B]: Hardware Infrastructure & Software Infrastructure [C]: Telecommunications Infrastructure

[A]: Network Infrastructure [B]: Hardware Infrastructure & Software Infrastructure [C]: Telecommunications Infrastructure

Please provide us detail of assets and devices, which will be covered in EMS for Monitoring and Management purpose.

The clause referred to is on Page 26 of the RFP. All components as per the requirement of the project will be covered.

CORRIGENDUM


S.No. Page No.



Response

8. P-55 8. Required Key features of "Enterprise Management System (EMS)", Under "Web Application Performance Monitoring"

The solution must show out of the box application triage maps that allow to instantly grasp the layout of the applications in the environment in a visual manner to help identify and triage current and emerging problems.

This is a vendor specific point, request you to remove this point.


9. - Server Load balancer

1. How many number of Servers/Networks need to load balanced? 2. How many applications need to be load balanced? What are these application TCP/UDP/Streaming/SSL etc 3. What is type of connectivity required in the datacenter, is it copper or fiber? 4. What are current acceleration for Web applications ? Are they compressed and cached for faster delivery 5. What is current number of users accessing application (Average and

Please refer point [B] on Page 27 of RFP.

CORRIGENDUM


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Response

Peak at month ends)? 6. What is current throughput of Internet, LAN and WAN connectivity’s? 7. Do you need layer 7 persistency (for e.g. session id etc) in the application? 8. Do you have SSL based application, if yes then how many SSL transaction per sec(TPS) required? 9. What are your growth plans in terms of users, applications, and throughput in future? 10. Do you need device in high availability (HA)? Single or Dual Power appliance 11. Data Center diagram and application flow details 12. Rule based application firewall

10. - Router and Switch 1 Number of users in each block 2 Number of Data & Voice Points 3 Distance between different blocks within Campus. 4 Backbone capacity of fiber on which network needs to ride 5 any other special features required

Please refer Section 3 of RFP.

CORRIGENDUM


S.No. Page No.



Response


SMS alerts for creation of health awareness, feedback etc. for both inbound and outbound calls.

Who will provide database for generation of leads for mass campaign SMS alert?

The clause referred to is on Page 16 of the RFP. MoHFW will provide database to the HSP.


MCTH application shall be a comprehensive integrated helpdesk / call center solution which would include CRM, IVRS, ACD, CTI, Voice Logger, reporting system, Quality management system etc.

Call Quality Score- MCTH outbound operational managerneeds to audit the data and report the findings in the SLA monitoring tool. How will the Monitoring, evaluation, quality Assurance / Audit be done internally in Multiple languages without employing that many Quality resources as the languages?

The clause referred to is on Page 16 of the RFP. Please refer "Call Quality Score" on Page 130 of RFP.

13. P-21 Section 3: 2.1. Establishment of Infrastructure –Telecommunications Infrastructure

Please share the existing Telecom Infra structure details i.e. PBX

The clause referred to is on Page 28 of the RFP. Please refer Annexure 8 of RFP.

14. P-23 SECTION 3: 1. Description of Services: Technologies to be implemented

1) Please provide field level description and their corresponding validation in CRM 2) Please define Mandatory fields and Process Flow for CRM

The clause referred to is on Page 22 of the RFP. Please refer "Core Activities of HSP" on Page 23 of RFP.

CORRIGENDUM


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Response

15. P-28 Section 3: 2.1. Establishment of MCTH Infrastructure Hardware & Software Infrastructure

Please specify the dialer requirements for making outbound calls?


16. P-28 SECTION 3: 2.1. Establishment of MCTH Infrastructure b) MCTH and Data center network

What is the bandwidth required for network connectivity between NIC and Data center? Will the bandwidth charges are included in HA man hour rate?


17. P-33 2.3. Earmarking and Mobilization of MCTH Team Basic Operation Requirement

Is regional routing of the calls required on IVRS?

The clause referred to is on Page 32 of the RFP. Please refer "2. Required key features of IVRS" mentioned on Page 48 of RFP.

18. P-33 2.3. Earmarking and Mobilization of MCTH Team Call Handling Requirement

Please confirm if SMS gateway already exists and HSP has to integrate their CRM with it. Request you to share the service provider details of SMS gateway.

The clause referred to is on Page 32 of the RFP. Details will be shared with the successful bidder.

19. P-34 Section 3: 2.3. Earmarking and Mobilization of Team - IVRS call handling requirements

1. What is the nature of calls that can be answered through the IVRS? 2. What is the percentage of calls answered through IVRS?

The clause referred to is on Page 33 of the RFP. Details will be decided during implementation of the project.

CORRIGENDUM


S.No. Page No.



Response

20. P-34 Section 3: 2.3. Earmarking and Mobilization of Team - IVRS call handling requirements

Please share the IVR absorption rate

The clause referred to is on Page 33 of the RFP. Details will be decided during implementation of the project.

21. P-44 Section 5.0 Other Key Operational Requirements 5.1. Information Security Requirements

What type of encryption should be used for the security of the data on desktop, email etc.

The clause referred to is on Page 43 of the RFP. Please refer clause 5.1 on Page 43 of RFP.

22. P-45 Section 5: 5.2. Monitoring & Performance Management

Can all the recorded calls be archived onto tapes or onto SAN?


23. P-48 Section 4: Key features / specifications of MCTH solution Required key features of CRM

Please specify the platform to be used for development of CRM (.Net, MS Dynamics etc.)

The clause referred to is on Page 47 of the RFP. Please refer "1. Required key features of CRM" mentioned on Page 47 of RFP.

24. P-49 Section 4: Key features / specifications of MCTH solution Required key features of IVRS

Can we get existing IVR source code? If not, do we have to re-develop the IVRS from start?

The clause referred to is on Page 48 of the RFP. Please refer "2. Required key features of IVRS" mentioned on Page 48 of RFP.

CORRIGENDUM


S.No. Page No.



Response

25. P-49 Section 4: Key features / specifications of MCTH solution Required key features of IVRS

Can IVR be through Touch tone or is it mandate for Text to Speech

The clause referred to is on Page 48 of the RFP. HSP has to provide the solution to meet the requirements of the project.

26. P-51 8. Required Key features of Enterprise Management System (EMS)

Is MoFHW is seeking for any specific enterprise management tool? Is so please provide the details?

The clause referred to is on Page 50 of the RFP. Please refer "8. Required Key features of 'Enterprise Management System (EMS)'" mentioned on Page 50 of RFP.

27. P-161 Annexure 8: Specification of Existing Infrastructure at MCTH Site - UPS

Please mention the connected server load of UPS

The clause referred to is on Page 166 of the RFP. Please refer Annexure 8 of the RFP.

28. P-52 8. Required Key features of „Enterprise Management System (EMS) - Network & Server Management

o The Proposed Network Management system should provide a detailed business service dashboard view

Considering the project objective the oprational dashboard with topology view is very mandatory to view the network connectivity across thelocations, therefore this clause should be rephrase as " The Proposed Network Management system should provide a detailed opeational dashboard with network topology.". In our opinion the business service dashboard view


CORRIGENDUM


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Response

shall be overkilled and request you to remove from the requirement matrix.

29. P-54 8. Required Key features of „Enterprise Management System (EMS) - Web Application Performance Monitoring

o The proposed solution must identify any changes to application configuration files (.xml, properties etc), file system or application code and be able to correlate changes to application performance dynamically in production environments.

Pls explain what is to be monitored at the application code level.

The HSP has to comply with the requirements mentioned in the RFP.

CORRIGENDUM


S.No. Page No.



Response


Procurement, customization and deployment of MCTH application

Will this be a COTS product OR the vendor is open to develop his own solution. Please clarify.



Define data protection standards &get these approved by MoHFW and enforce the same to ensure protection and confidentiality aspect of data

Are there any specific standards that are to be followed?



All application should conform to the standards defined by the GoI, DeitY, NIC and other Government agencies.

Please elaborate The clause referred to is on Page 31 of the RFP. The clause referred is self explanatory.

33. P-27 b) MCTH and Data Centre Network

All the application and database for MCTH solution shall reside at Data

What's the expected bandwidth requirement to be factored

Please refer point (b) MCTH and Data Centre Network on Page 27 of the RFP.

CORRIGENDUM


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Response

Centre, NIHFW Campus in Delhi and will be connected to the MCTS Data Centre at NDC Shastri Park, New Delhi or any other available NDC of NIC. HSP has to procure the primary internet connectivity link with adequate speed that will completely support the scope of work and data transfer between MCTH DC and MCTS application.

34. P-27 [B]: Hardware & Software Infrastructure

All licenses offered should be procured in the name and under the ownership of MoHFW. All licenses offered: o should be of full

In COTs products, CRM comes with server and client access linceses where licenses to be procured on the basis of number of users. Unlimited user access would not be available / not feasible. Request department to provide the number of licneses to be procured including

It is the responsibility of the HSP to design MCTH solution as per the RFP.

CORRIGENDUM


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Response

use, enterprise licenses, unrestricted and irreversible. This includes licenses for the COTS products, database, application server and any of their components or any other software required to run the application successfully.

helpdesk agents, support and Department users for CRM access as this would have commercial impact.

35. P-27 [B]: Hardware & Software Infrastructure

All licenses offered should be procured in the name and under the ownership of MoHFW. All licenses offered: o should be of full use, enterprise licenses, unrestricted and irreversible. This includes licenses for the COTS products,

Suggest department remove enterprise licenses, unrestricted .. as this might not help in the selction of right product license in line with the requiremetns & solution.


CORRIGENDUM


S.No. Page No.



Response

database, application server and any of their components or any other software required to run the application successfully.

36. P-48 2. Required key features of IVRS

IVR flow Please share the expected IVR flow.

It is the responsibility of the HSP to design the IVRS flow as per the scope of work of RFP.

37. P-50 8. Required Key features of „Enterprise Management System (EMS)‟

The Enterprise Management System should be used to manage all enterprise resources with a solution that encompasses the heterogeneous networks, systems, applications, desktops and databases present in the system. It should have the capability to consolidate all the

Please suggest preferred product HSP will design and implement the MCTH solution as per the RFP.

CORRIGENDUM


S.No. Page No.



Response

information to one console with a support for providing a Web interface.

CORRIGENDUM


SLA Related Query:

S.No. Page No.

Clause Reference

Clause Query/ Recommendation/Explanation by the


1. P-128 Annexure -3, SLA

...IVRS Efficiency (percentage of calls disposed of successfully at IVRS on monthly basis)...>= 20%....

HSP will feed/provide maximum information in the IVRS system, however since usage of IVRS or direct communication with Helpdesk Agent depends on the Caller, the bidder cannot be liable for any breach of this SLA parameter.



"...Average Speed to Answer (ASA)….Average must be achieved with atleast 90% of the calls having ASA within 15 seconds and atleast 90% of the calls having ASA within 20 seconds in case of lower performance….".

The total expected call volume has not been given and since the total number of Helpdesk Agents is defined by MoHFW in the RFP, the HSP will achieve this SLA parameters on best effort basis.



...Call abandonment rate (unanswered calls by Helpdesk Agents)...3%...Only calls that get disconnected after 20 seconds from transfer using IVRS options will be considered for computation of this SLA.

As stated in the above point, since the total expected call volume has not been given and since the total number of Helpdesk Agents is defined by MoHFW in the RFP, the HSP cannot be liable for any breach of this SLA parameter.



"...First Time Resolution (FTR)…".

The Measurement Method calculation is not clear against this SLA criteria.

The clause referred to is on Page 133 of the RFP. The clause referred is self

CORRIGENDUM


S.No. Page No.

Clause Reference

Clause Query/ Recommendation/Explanation by the


explanatory.

5. P-122 Annexure 3: Draft Service Level Agreements (SLAs)

Is there any maximum cap on the SLA penalty? Please refer Annexure 3: Draft Service Level Agreements (SLAs: SLA Monitoring) Page 122 of RFP in this regard.

6. P-123 SLA Monitoring

It is to be noted that the maximum penalty at any point of time on a cumulative basis and for any period shall not exceed 10% of project cost (excluding Maintenance &On-Going Support Cost i.e. F3, but including the Helpdesk Agents costs for all the shifts for the concerned period) as per the Financial Bid submitted by the Successful Bidder. In case the penalty exceeds 10%, MoHFW reserves the right to terminate the project.

The clause referred to is on Page 122 of the RFP. Clause remains unchanged.

7. P-125 SLA Metrics [C]

Help disk Uptime- For the SLA, reasons outside our scope should not affect our metrics.


Shubha Corrigendum

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Transcript of Shubha Corrigendum