Subject : Compilation of Pre-Bid query by the Prospective Bidder of the RFP for Selection of Agency on Outsourcing Basis for providing services of a Call Center held on dated : 6/8/2013 in the Chamber of Director(IT), 24th Floor, Civic Center.

As per the scheduled defined in the RFP, a Pre-Bid Meeting on above subject was held on dated 6/8/2013.

Few queries were raised by the Prospective bidders participated in the meeting. The clarifications / remarks of SDMC are placed along with the queries to facilitate the bidders to submit their bids as per the schedule defined in the RFP.

No. / Pre-bid Query / Clarification /Remarks
1. /
  1. The price need to be quoted as “Rate / call on Voice “. If possible can it be changed to any module as bellow:-
a)Rate/8 hr shift/agent
b)Rate per hour
c)Rate per minute.
  1. What the minimum No. of bidders is in required for tender execution.
/ 1. The Call Center is not on per seat basis but on per call basis. The format of financial bid of the RFP has been made after due deliberation and cannot be changed at this moment.
2.SDMC follows Govt. Rules.
2. / Financial Criteria:
  1. Turnover of 10 crore from Domestic call centre services should be changed to call center services and not only domestic call centre service.
We have a state of the art center in Delhi but our total turnover is 25 crores. However this include domestic & International turnover, Domestic turnover is only 4.5 crores for last year.
  1. Evaluation criteria: 2 Govt. Account should not be there, instead 5 Accounts should be given.
/ 1. The eligibility criteria has been fixed after due deliberations to invite bidders to quote the price. It is not possible to change the eligibility criteria of RFP.
2.------do------
3. /
  1. Will SDMC been the costing of PRI lines & toll free numbers as it will be in the name of SDMC.
  2. Will the CRM cost to develop the complaint database been by SDMC or partner.
/ 1. No, SDMC shall not bear the cost of PRI & Toll Free number. The responsibilities is of the bidder concern.
2. The cost of CRM is to borne by the bidders.
4. /
  1. Can software be outsourced to Vender?
  2. Cost disaster Recovery centre be sub contracted.
  3. Will Govt. call centre is being done by a vendor which is a sub contract from another large private entity be considered for eligibility.
/ 1. No.
2. It is the bidders to decide.
3.No.
5. /
  1. How you will distinguish between Domestic/ International Turnover?
  2. If a company has ISO 9001:2008 is he eligible to bid? ( Rest of the technical in being matched by the Company.)
  3. Is it possible to have a paid number instead of Toll free Number? ( In a toll free number unwanted caller are many)
  4. Is it possible to change financial format?
  5. Query through SMS & email can be added in financial format?
  6. Point No.4.2.1 Evaluation of technical proposal there are no marks for ISO 9001:2008/27001:2005.
/ 1. The certificate from Company Secretary/ Chartered Accountant/ any other competent authority nominated by the company is required.
2. Both ISO 9001:2008 & ISO 27001:2005 certificate are required.
3.No
4.No
5.No
6. ISO certification is for only for the technical eligibility; hence no marks shall be awarded for it.

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