SHIMLA JAL PRABANDHAN NIGAM LIMITED
SHIMLA JAL PRABANDHAN NIGAM LIMITEDUS Club, Shimla-1Tel 0177-2650680Fax 0177-2808655Email: sjpnltd@gmail.comINVITATION FOR THE EXPRESSION OF INTEREST TO ESTABLISH, OPERATE&MANAGE CUSTOMER CARE CALL CENTRE SERVICES.Shimla Municipal Corporation (SMC) and ShimlaJalPrabandhan Nigam Limited (SJPNL) with beliefsto improve public service verticals such as Property Tax, Solid Waste Management including Door toDoor Garbage Collection, Sanitation, Approval for BuildingConstruction as per Building Byelaws andWater Supply & Sewerage Services etc. invites sealed Expression of Interest (EOI) from IndianCompanies/Firms for services of consultancy to “Establish, Operate & ManageCustomer CareCall Centre services”The EOI document containing the details of eligibility criteria, submission requirement, brief objectiveand scope of work and evaluation criteria etc. can be downloaded from our website sjpnl.comLast date for submission of EOI is 24th July 2019, 1500 Hrs. Sealed envelope marked to the captionedaddress, Containing EOI along with required documents may be submitted mentioning “EOIforEstablish, Operate & Manage Customer Care Call Centre services” On top cover addressed to:MD-Cum-CEO, SJPNL, US Club Shimla, 171001Applicants meeting the qualification criteria may be invited for presentation/proposal before theselection committee. Bid documents will be subsequently issued to the short listed applicants only.Note: SJPNL or any it‟s designates reserve the right to cancel this request for EOI and/or invite freshwith or without amendment, without liability or any obligation for such request for EOI and withoutassigning any reasons. Information provided at this stage is indicative and SJPNL reserves the right toamend/add further details in the EOI.MD-Cum-CEOShimla JalPrabhandhan Nigam LtdUS Club Shimla-171001
APPLICANT EXPRESSION OF INTERESTToThe MD-Cum-CEOShimla JalPrabhandhan Nigam Limited.US Club, Shimla,Himachal PradeshSubject:Submission of EOI for “Establishment, Operation&Management of Customer CareCall Centre”.Dear,In response to the invitation for expression of interest(EOI) publishedon .for the above purpose, I would like to express interest to carry outthe above proposed Asked. As per Eligibility Criteria specified in EoIin the detailed document, certificatesof following are herewith attached.Signature of applicant: .Name: .Correspondence Address: . .Pin Code: .Email-ID .Telephone Nos
SHIMLA JAL PRABANDHAN NIGAM LIMITEDUS Club, Shimla-1Tel 0177-2650680Fax 0177-2808655Email: sjpnltd@gmail.comExpression of Interest (EOI)Detailed DocumentAssignment Title: EoI for “Establishment, Operation &Management of Customer Care Call Centre(CCCC) services” or Shimla JalPrabandhan Nigam Limited (SJPNL) and Shimla MunicipalCorporation (SMC)1. BackgroundShimla JalPrabandhan Nigam Limited (SJPNL) and SMC are serving the citizens of Shimla City byproviding various public services related to Property Tax, Solid Waste Management including Door toDoor Garbage Collection, Sanitation, Approval for BuildingConstruction as per Building Byelaws andWater Supply &Sewerage Services etc. SJPNL and SMC strive to provide the best services to thecitizens and therefore intend to improve services delivery in the above areas. The aim of the SMC andSJPNL is to become technology driven people oriented establishments through constant innovationand human resource development to improve the services.The SMC and SJPNL are currently serving the population of around of around 2, 05,000 in all theabove areas. The main area where lot of complains are received are Waste, Water and Sewerage. TheSJPNL has around 35000 Water and Sewerage connection, which is one of the main areas of theCustomer complaints along with other area of services under the control of SMC. SMC is serving orhaving around 55000 properties which are covered under property tax, the complains of SMC areprimarily with respect to Property tax, Waste /Garbage collection and management, sanitation ,approval of building plans etc.The SMC and SJPNL are trying to provide hassle free services and have laid down procedure for eachservices area; there are still gaps in terms of the communication, procedures and resolution ofcomplaints in timely manner and to the satisfaction of the customer /citizen. This result in morenumber of complaints from the citizen, consumers under the various services categories. The currentmode of the complaint receipt is through mail, telephone .personal visits, letters, E-Samadhan andother GoHP portals etc. As there are multiple source of complains some time the compilations /resolution of the complaints does not happen as per the desired standards and lead to customerdissatisfaction and grievance. To address this problem SJPNL and SMC intend to setup a dedicated/single point Customer Care Call Centre to receive all the complaints, forward to the concerneddepartment, track resolution, apprise the customer and seek feedback etc.
2. Aims and objectiveThe purpose of this EoI is to hire an agency for „Establishment, Operation and Management of aCustomer Care Call Centre” for addressing the consumer complaints in the area of Property Tax, SolidWaste Management including Door to Door Garbage Collection, Sanitation, Approval for BuildingConstruction as per Building Byelaws and Water Supply & Sewerage Services etc. The Agency shallbe responsible for establishing and operating fully functional Customer Care Call centre for managingthe complaints. The Agency has to develop comprehensive Customer Relationship Management(CRM) software system to accommodate the scope of work including complete workflow fromcomplaint registration to resolution to record for audit and escalation management etc.3. Scope of workThe scope of work include Establishment, Operation and Management of Customer Care Call Centerfor addressing the consumer complaints regarding Property Tax, Solid Waste Management includingDoor to Door Garbage Collection, Sanitation, Approval for Building Construction as per BuildingByelaws and Water Supply & Sewerage Services etc. The Agency shall be responsible for fullyfunctional Customer Care Call centre for managing the complaints.All equipment required for the establishment and operation of call centre and its maintenance duringthe contract period shall be the responsibility of the Agency.The Customer Relationship Management (CRM) software system developed by the Agency should becomprehensive to accommodate the scope of work including but not limited to have completeworkflow from complaint registration to resolution to record for audit and escalation management etc.The Agency has to provide for all the below mentioned systems during the contract period, for theexecution of the assignment;The CCCC systems developed by the agency shoud have following indicative features ; Interactive Voice Response System (IVR) Automatic Call Distributor (ACD) Computer Telephony Interface (CTI) Customer Relationship Management (CRM) solutionScope of FunctionsThe scope of the covered by the CCCC can be broadly classified as under; Registration of consumer complaints through various media such as telephone, emails,website, e-samadhan, written complaints. Assigning unique numbers to the complaints for monitoring & evaluation purposes.
Establishment of state of the art customer relationship management (CRM) software to addressthe consumer complaints pertaining to above mentioned services of SMC/SJPNL.InteractiveVoice Response system (IVRS), Automatic Call Distributor (ACD), Computer TelephonyInterface (CTI), automatic complaint escalation and MIS must be the integral part of the CRMsystem.Customer Relationship Management (CRM) Agency shall provide CRM application to manage CRM call centre operations smoothly.Agency will be responsible for recording all consumer complaints in CRM and manage itscomplete work flow other consumer complaints and provide a proof to SMC/SJPNL againstsuch consumer complaints.Agency shall deploy its own Customer Relationship Management (CRM) software, customizedas per SMC / SJNPL requirement, to take care of all the services required to be serviced by CallCenter Employees/IVRS.The CRM should define organization structure and hierarchy of different Authorities underSMC / SJPNL.The CRM functionality shall support relevant screen pop-ups, to the Call Center Employeealong with the details of the previous calls during the last 30 days, on the Call CenterEmployees' desktop on the basis of Command Line Interface (CLI), Dialed NumberIdentification Services (DNIS) etc. The Call Center Employee application shall be GraphicalUser Interface (GUI) based.CRM shall be capable to support SMS, Email, and Web based complaint lodging/givingfeedback/registration of new services feature.Call Center Employee should capture/feedback/log every query/compliant/demand/lead/input inthe CRM system which should be easily accessible by designated officials at various locations.CRM should also support report generation on the same.All other standard/ application software required to run the Call Centre and meet SLAs shall beprovided by the Agency.CRM shall be capable of generating SMS in respect of a sample of callers (such as 5th callerwho spoke to Call Center Employee), to get a feedback about quality of response andsatisfaction level. For landline user‟s caller satisfaction feedback can be taken over IVRS. Thecriteria for defining select callers will be as decided by SMC / SJPNL from time to time. Thisfeature will be used to assess the quality of Support Centre service.CRM system should be capable of sending acknowledgements/alerts to al the stakeholdersinvolved in the CRM process.Interactive Voice Response System (IVRS)Development of IVRS as per requirement from SMC / SJPNL. The IVRS solution shall be designed tobe scalable and should be on open standards. The IVRS menu will be played in Hindi or English
Automatic Call Distributor (ACD)Automatic Call Distributor shall have following features (but not limited to below list): Call forwardall, Call forward while busy, Call forward if no answer, Call Transfer ,Pre-dialing feature, Call holdand retrieve, Call park and pickup , Call Waiting and Retrieve (with configurable audible alerting),Call Join ,Call status (state, duration, number) ,Conference ,Missed call information on IP phone,Directory dial from phone, Hands-free, speaker phone, Last number redial, Malicious Call ID andTrace, Abbreviated Dial, Speed Dial etc.Computer Telephony Integration (CTI)To save operation cost and improve the response time, Agency will have CTI system and have itintegrated with CRM for quick communication with the people via call, chat or SMS.MIS Reporting The Agency would submit daily reports of the inbound/outbound calls, number of calls whichcould not be serviced with reason and other routine reports like open/closed calls, escalation,reminders, call-back etc. Depending upon the work load analysis, the Agency would also recommend from time to time. Complaints pending beyond stipulated time frame (complaint type-wise, department-wise, wardwise, officer-wise) The IVRS system shall be able to generate various reports based on data generated during itsoperation as per requirements of SMC/SJPNL. The CRM Call Centre shall provide CRM solution for extensive reporting capabilities. The userinterface for reporting tools shall be online and GUI based. The system shall generate various statistical reports (hourly, daily, monthly), based on callcompletion of CRM Call Center Employee position/groups. The Agency shall provide advanced analytics and dashboards in electronic format which is enduser specific, periodic (daily, weekly, monthly, quarterly) and multi-level (serves various levels ofSMC / SJNPL) The reporting tool shall be capable of exporting report details into various formats such asspreadsheets and word processors Historical reports shall be available for Call Center Employees, SMC/SJPNL Management ondaily, weekly, monthly and yearly basis.Integration of CRM call centre with the existing relevant systems (IT Based) of SMC / SJPNL.Statutory Compliance: The Agency, in the process of providing the services mustcomply withall the statutory/regulatory requirements. Following is an indicative (not exhaustive) list of suchcompliances required. Compliance of TRAI Regulations DND compliance
Compliance of Labor lawsCompliance of taxation lawsCompliance relating to software licensesCompliance of local Govt. bodies rulesCompliance to DOT (Department of Telecommunication) guidelinesThe Agency shall be responsible for compliance of all laws, rules, regulations and ordinancesapplicable in respect of its services, employees, sub-contractors and agents. The Agency shallestablish and maintain all proper records including, but not limited to, accounting recordsrequired by any law, code, practice or corporate policy applicable from time to time, includingrecords and returns as applicable under labor legislation.Resource Deployment and Training Posting of Call Centre Employees with subject background and proficient in most of the Indianlanguages including English and their training on CRM call centre operations. The number of CRM Call Centre Employees, equipment &infrastructure requirement willdepend upon the traffic (number of queries/calls handled by the call centre) at the time ofdeployment with provision to expand to handle traffic from anticipated expansion to meet SLA,defined in subsequent section and as amended from time to time. Provision for subject specialists at call centre if desired by the user. Depending upon user requirements, SMC / SJNPL Client will impart training at mutually agreedvenue to the call centre supervisors on the subject related to which the GRM Call CentreEmployees will be required to address public queries that are received at the call centre. Thesupervisors will then impart this training to the call centre GRM Call Centre Employees actuallydeployed to work. Preparation of FAQ and other support material jointly by the GRM call centre and the user.The CRM call centre should be equipped with Inbound and outbound call facilities.4. Deliverables and Tentative timeline1. Establishment of CCCC2. Integration of CCCC with the SJPNL and SMC systems3. MIS as per agreed and approved formats4. Operation of the CCCC5. 100 % complaint receipt and resolution as per copeThe assignment is expected to last for three (3) years, the period includes three months of softwaredevelopment /establishment of the CCCC.
5. Venue and Deadline for submission of proposalOffice of - ManagingDirector -Cum-Chief Executive Officer .Shimla JalPrabandhanNigamLimited, US Club Shimla -171001Last Date for Submission of EoI/Proposal is 24th July 20196. Eligibility CriteriaSr. CriteriaNo1Supporting Documents*Agency should be a legal entity registered in CertificateofIndia, since last 3 (Three) years under Indian PartnershipCompanies Act 1956 or partnership act 1932Registration.IncorporationCertificate/of2The Agency should have minimum average Statutory Auditor Certificate orAnnual Turnover of INR 1 Crores in the last CertificatefromtheCompanythree financial years (2015-16,16-17,17-18)Secretary/Chartered Accountant of theAgency clearly specifying the AnnualTurnover for the specified years.3The Agency should not have been blacklistedby any of the Ministry/ Department ofGovernment of India/ State Governments andalso neither convicted nor any criminal case ispending against it before any court ofcompetent jurisdiction4The Agency should have valid GSTIN5Agency should have 5 years of experiencehaving successfully completed projects inWater or Municipal Corporation Departmentsincluding GRM Call Center for complaintmanagement integrated CRM modules.Self-DeclarationCopy of GSTINThe Attested copy of satisfactorycompletion certificate of the samesigned by the Head of the Departmentof the ULB or, Governmental bodiesshould be attached.*EoI should be accompanied with the supporting documents as above failing which proposalshall not be considered
7. Inputs to be provided by SJPNL and SMC:SJPNL and SMC is currently running the GRM cell to address the consumers complaints, SJPNLwill provide all the data available with respect to the complains type and nature to the Agency.SJPNL shall also provide the office space for the establishment of CCCC.8. Important Dates for EoIS.No1.2.3.4.ParticularDate of Publication of EoIDocument Download Start DateEoI Submission Date/Proposal Submission DateDate of PresentationDate and Time8th July 2019 , 1700 hrs9th July 2019, 1700 hrs24th July 2019,1700 hrsTo be intimated to shortlistedagenciesNote: SJPNL or any it’s designates reserve the right to cancel this request for EOI and/or invite fresh withor without amendment, without liability or any obligation for such request for EOI and without assigningany reasons. Information provided at this stage is indicative and SJPNL reserves the right to amend/addfurther details in the EOI.MD-Cum-CEOShimla JalPrabhandhan Nigam LtdUS Club Shimla
Companies/Firms for services of consultancy to . Applicants meeting the qualification criteria may be invited for presentation/proposal before the . and human resource development to improve the services. The SMC and SJPNL are currently serving the population of around of around 2, 05,000 in all the .
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