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F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryResponse/Clarificationby UIDAIof RFP(i) Dr ITM Limited118IIIPart-III(Stage-II,S.No.-4)Bidder's average annualturnover from Call Centeroperations(Inbound/outbound) withinIndia only (irrespective ofclient's location), during theprevious three financial years(2012-13, 2013-14, 2014-15)must be at least Rs. 100.00Crores. Moreover the biddermust havehandled/completed at leastthree call center operationprojects valuing Rs. 8.00Crore each during last 3yearsAs more than 95% callcenters in India do notfulfil this condition, itwill render all of themineligible. Otherwise alsothe turnover condition istoo impractical havingregard to the volume ofbusiness. Such acondition will giveimpression that UIDAI isinterested in a particularservice provider, also itwill through most of theBPO operator out of zoneof consideration. Kindlyreduce the turnovercondition to a reasonablelevel at approx Rs. 15-20Crores.Pl refer to Slno 4, sectionIII, page no 18of RFP.216IIIPart-II(ParagraphRef 6.1)Tenure of Contract:The Contract shall be inforce for ONE YEAR fromeffective date mentioned bySC 2.1, subject to adherenceto timelines/time frame andas per the terms andconditions of RFPThe BPO operator has tomake huge investmentson IT & otherinfrastructure &recruiting manpower isnot a small job. It takestime to setup a BPO &train the executives.Retrenching the serviceof these employees aftersmall service of one yearmay also attract labourlaws. One year period istoo short for an operatorto recover the cost ofassets. Therefore it willbe just unfair if the tenureof call center is 2 yearPl refer to para19 datasheet,section III,page no 16 ofRFPLast date for submissionof bids (15.00 hrs.) is28.10.2015For submission of RFPresponse, standardpractice is to provide atleast 2 weeks from dateof providing theclarifications. Asclarifications are beingprovided on 21-10-2015 ,date of submission shouldbe extended from 28-102015 to 04-11-2015In case the contract getsrenewed , will it getrenewed at existing ratesor at new ratesPl refer to part1, Sl No 6,section I, pageno 1 of RFPRequest if EMD can bePl refer to para(ii) iEnergizer IT Services Pvt. Ltd11I6(sl. No.5)216IPart II –Data Sheet316IPart II DataExtension of Contract:The contract may beextended by aperiod of One Year or apart there of, subject tosatisfactory performance.Amount of EMD isWill berenewed at theexisting rates.
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryof RFP418ISheetRs.50.00 lakh.reduced to 25 lakh.19 datasheet,section III,page no 16 ofRFPStage IIPrequalificationBidder‟s average annual turnover from Call Centeroperations(inbound/outbound)withinIndia only(irrespective of theclient‟s location), duringthe previous threefinancial years (20122013, 2013-2014& 2014-1. In figures you havementioned 100 Crore andin words its mentioned asRs One hundred andEighty Crore. What is thecorrect requirement, 100crore or 180 crore.It is Rs. 100crore(Rupeesone hundredcrore)2015) must be at least Rs.100.00 crore (RupeesOne hundred Eighty croreonly).518IResponse/Clarificationby UIDAIStage IIPrequalificationBidder‟s average annualturnover fromCall Center operations(inbound/outbound)withinIndia only(irrespective oftheclient‟s location), duringthe previous threefinancial years (20122013, 2013-2014& 20142015) must be at least Rs.100.00 crore (RupeesOne hundred Eighty croreonly).2. Please clarify whetheraverage turnover will becalculated by addingturnover of three financialyears and dividing thesum by three.Projected Call Volumehas been mentioned as 26lakh calls. It implies 2.17lakhs calls per month.With AHT presumed as 4minutes and ratepresumed @ Rs 3.00 perconnect minute, monthlyinvoicing shall be shall beapproximately 26 lakhs.Adding Email and Chatinvoicing as well, billingmay be presumed as 30lakhs per month.Pl refer to Slno 4, sectionIII, page no 18of RFP.Pl refer to partIV, section III,page no 27 ofRFP.For a monthly billing ofabout 30 lakhs and annualbilling of 3.60 Crore,putting in qualificationrequirement of turnoverof Rs 100 crore is toomuch.Even if we keep turnoverqualification requirement@ 10 times ofapproximateannual billing , Bidder‟saverage annual turnover from Call Centeroperations shall be keptas Rs 36 to 50 Crore inplace of Rs 100 Crore.618IStage IIPrequalificationBidder‟s average annual turnoverfromCall Center operations(iRequirement of Rs 100Crore is too much and isnot in proportion tobusiness requirement andnormal industry practice.1. Average Turnover ofthe holding / parentcompany should also bePl refer to Slno 4, sectionIII, page no 18
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryof RFPnbound/outbound) withinIndia only(irrespective of theclient‟s location), duringthe previous threefinancial years (20122013, 2013-2014& 20142015) must be at least Rs.100.00 crore (RupeesOne hundred Eighty croreonly).737IV3- HeadsetsCompatible Headset for100% workstation, withjacking facility in atleast 25 % of theworkstations.827IPart IV –CallVolumeProjectionTotal Call Volume Projectionfor year 2015-16 is 25 lakhcallsconsidered2. Requirement of Rs100 Crore may not allowsome genuine bidders tocompete. In interest ofgetting competitive ratesand best deal , UIDAImust lower thisrequirement of averageannual turnover of lastthree financial years toany figure between 36 to50 crore.All of current USBheadset providers do notprovide Y-Jacking facilityon USB models requiredfor this solution and thusthis point needs to beeither deleted or needsfurther discussion /clarifications.RFP refers that bidderwill have to handle 60%of the call volume. Doesit mean 60% of 25 lakhscalls i.e. about 15 lakhcallsResponse/Clarificationby UIDAIof RFP.As perUIDAI‟sknowledge thisfacility isavailable inmarket.Pls refer para 4of part 1,section I, pageno 3& part IV,section III,page no 27 ofRFP(iii) Karvy Data Management Services Limited118IPart-III,eligibilitycriteriaS.No.4*Upto a maximum of Rs 100Crore perbidderCan we bid for alldomains & regions ifaverage annual turnoveris more than 100 crore.Yes, Howeverthere is nomention of anydomain ®ions in theRFP.222IStage III,Technicalevaluationsl. No. 1 ofI- Pastexperience.The bidder should haveserved two clients(Only government/ PSUclients for biddersbidding in Domain 3)1. Please clarify theexperience fromgovernment/PSU clientsis required only fordomain 3 or all otherdomains.2. Request you toconsider work experiencefor corporate clients alsofor all domains.Pl refer tostage 3, sectionIII, page no 22.315TechnicalcapabilityBilling Requirement forDomain 1If a bidder is bidding fordoamin 1 region 1, pleaseclarify technicalcapability have to INR 20Lacs or (INR 20 lacs forregion 1 INR 10 Lacs forregion 2)There is nomention ofdomain in theRFP.4164.1. BIDSUBMISSION, e,FINANCIAL BID for each1. Do we need to submitdomain and for each regiontechnical bid in hard copyshall be submitted in separate 2. Do we need to submitsealed envelopes (mentioningNothing likethis mentionedin the RFP.
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQuerythe domain and region oneach envelope) in a sealedcoversuperscripted “Financial Bidfor NICSI tender for hiringSupport Services” wellbefore the due date and timespecified. In case a bidderfails to submit FINANCIALBID by the due date andtime, the bid will be rejectedand EMD forfeited.financial bid in hard copyEarnest Money Deposit(EMD) in the form ofDemand Draft, from ascheduled commercial bank,drawn in favour of NICSI,payable at New Delhi.Request you to acceptEMD in the form of BankGuarantee.Please clarify one singleDD/ BG to be submittedfor all domains ®ions?There is nomention ofNICSI in theRFP.Packet-3 Financial Bid(UNPRICED)Please clarify financialbid without any price hasto be uploaded, andfinancial bid with price tobe submitted physically atNICSIThere is nomention ofNICSI in theRFP.of RFPf5611& 1253IClause 10.1& 10.2 of„Instructionto bidders,ANNEXURE VII:UPLOADINGPROCEDUREResponse/Clarificationby UIDAIPl refer to partI , sl no 10,section III,page 11-12 ofRFP.All bids are tobe submitted inhard copy formto UIDAI .(iv) Strategic Marketing Pvt. Ltd.119IPart 3,Stage 2,Point 11The service provider musthave atleast 1000 agentsemployed in delivering inbound contact center servicesas in 30-09-2015Certificatefrom Service Provider‟s HRHeadWhat is the standardformat for the certificate?No Standardformat, thecompany mayprovide in anyformat but therequirementneeds to beclearlycertified.219IPart 3,Stage 2,Point 12The service provider shouldhave atleast 250 inboundcontact center seatsoperational at a singlelocation in India as on 30-092015Certificate from ServiceProvider‟s IT headWhat is the standardformat for the certificate?No Standardformat, thecompany mayprovide in anyformat but therequirement tobe clearlycertified.320IPart 3,Stage 2,Point 13The service provider musthave demonstrated capabilityof servicing customers inHindi, Enlish and at least twoof the required vernacularlanguages Certificate fromthe service provider‟sRecruitment HeadWhat is the standardformat for the certificate?No Standardformat, thecompany mayprovide in anyformat but therequirementneeds to beclearlycertified.
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryResponse/Clarificationby UIDAIHow do you propose toevaluate the experience –by visit or interview ofstaff?The evaluationwill be done onthe basis ofinformationprovided withnecessarydocuments.The same maybe also verfiedduring sitevisit.What is the standardformat to provide thisinformation; is selfcertification required; ifyes, what is the format?No Standardformat, thecompany mayprovide in anyformat but therequirementneeds to beclearlycertified.of RFP452121IIPart 3,Stage 3,TechnicalEvaluationCriteria,Point 1Past Experience of the firmPart 3,Stage 3,TechincalEvaluationCriteria,Point 1Past Experience of the firmEvaluation of experience ofmanaging contact centersoperations in IndiaEvaluation of experience ofmanaging contact centersoperations in India621IPart 3,Stage 3,TechincalEvaluationCriteria,Point 2Team Skills Evaluation ofservice provider‟soperational strength in Indiaand the proposed team forthis engagementHow do you propose toevalute the operationalstrength. Is selfcertification required; ifyes, what is the standardformat?No Standardformat, thecompany mayprovide in anyformat but therequirementneeds to beclearlycertified.716IPart 2 :Data sheet;Paragraphreference6.1The Tenure of ContractWhy is the contract for aperiod of one year onlywherein previous RFPfloated had contractdurations of three yearseach?Pl refer to para19 datasheet,section III,page no 16 ofRFP.So the prospective vendorfor this new RFP shouldrestrict themselves for thecosting of 60% of callvolume and 100% ofemail volume as given inthe RFP?Pls refer para 4of part 1,section I, pageno 3Contact shall be in force forone year from effective datementioned by SC 2.1. subjectto adherence to time lines/time frame and as per theterms and conditions of RFP(v) TATA BUSINESS SUPPORT SERVICES LTD1.3IPart II ,Point no. 4IntroductionOne of the Firm‟s contract isexpiring on 29.11.2015. ThisRequest for Proposaldocument is intended toinvite bids from reputed andreliable firms for operatingthe „Contact Centers‟ ofUIDAI in respect of this 60percent call volume and 100 percent of email volume. Besidethis UIDAI alsointends to start Chat servicesthrough this Request forProposal.Does it mean when chatservices are going to bestarted they would bebilled at the same rate ofper connect minute rate?How many chats shouldan agent handle at onepoint of time?Each chat would beconsidered as one serviceto be billed at the perconnect min rate?Would each chat(irrespective of its& part IV,section III,page no 27 ofRFPPl refer toAnnexure II,section VII,page 106.
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryof RFPResponse/Clarificationby UIDAIduration) would beconsidered as one chat tobe paid at the rate of perconnect min? or the chatwould be billed as per theAHT* connect min rate?2.5IExisting setup3.11Section 9.IITaxesThe inbound calls receivedon the toll free numbers arefirst received onUIDAI‟s IVRS and thenrouted to the contact center ifthe caller requests fora Resident Support Executive(RSE).How much of the callvolume is been handledand closed at the IVR outof the total call volumeprojections shared in theRFP?The callestimationsprovided inRFP are callsoffered toCCF.In case of change in taxesunder change in law,appropriateparties shall be passed thebenefit of the same over andabove thecontract value.Request UIDAI toconfirm to pay for thechanges in the servicestax as per the change inlaw as over and above thecontract value.as MSP isinvolved in finalizing theinvoices and itsconsequent payment tothe vendor?Pl refer clause5.2, GCCunder sectionVI, page 90-91.Further did UIDAI payfor the change in theService tax impact to itscurrent service providerwhose contract is comingto an end on29.11.2015.as recentlythere has been a changein ST from 12.36% to14%?4.16Section Part-II,IIIData Sheet6.2Extension of Contract: Thecontract may be extended bya period of One Year or apart thereof, subject tosatisfactory performance.If the contract is extendedby a period of one year ora part thereof, will UIDAIaccommodate the YOYinflation on the perconnect minute rate? Werecommend yearlyinflation as per MinimumWages % increase.The contractwill berenewed at theexisting rate.5.27IIIPart IVAllocationof callvolumeThe 60 per cent of total callvolume, 100 per cent ofemail volume and 100per cent chat volume asspecified in Para 4 Part-II ofSection I, is intendedto be allotted to L1 throughthis RFP.Is there any method/wayto authenticate that 60%of the total volume isindeed likely to beobtained by theprospective serviceprovider?The provisionis available inAvaya CM.6.27IIIPart IVAllocationof callvolumeThe expected volume forupcoming years‟ is detailedbelow:-F.Y. Year 2015-162016-17Monthly Total CallVolume 25 Lakh 27.5LakhMonthly Total E-mailVolume 46,00050,000Monthly Total ChatAre these referring to theOverall Call Volumes of100% to be received byUIDAI? Out of which60% of the call volumewould be shared to theprospective serviceprovider?Pls refer para 4of part 1,section I, pageno 3& part IV,section III,page no 27 of
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryVolume Chat volume cannotbe determined as itis newservice yet to be introducedbyUIDAI.Or it is referring to 60%of call volume that wouldallocated to theprospective serviceproviderVolumes mentioned arepost IVR or pre IVR?RFP.During the Data Centermigrations the serviceprovide shall provision ofMPLS connectivity to allUIDAI‟s four (4) data centersmentioned below forthe period of minimum 2months to a maximum of 6months, The same isrequired for uninterrupteddata connectivity betweenUIDAI‟s data centerand service provider. If theconnectivity is required formore than six (6)months, UIDAI willcompensate the serviceprovider on the actual cost ofMPLS lines for the periodbeyond six (6) month uponsubmission of adifferent invoice which shallbe validated by UIDAI‟stechnical partner.UIDAI will inform at least 2months prior the starting ofthe migrationactivity.Need confirmation fromUIDAI as to when thismigration is expected tohappen within the next 1to 2 years, as the serviceprovider is to be bear thecost for this activity?Ifthe connectivity isrequired for more than six(6) months, then UIDAIwould compensate theservice provider for allthe four data centersMPLS connectivity costs?Please confirm?Pls refer clause2 of section IV,page no 33-34.of RFP2.Infrastructure andTechnologyResponse/Clarificationby UIDAI7.33IV8.74-75Section 1.6VI.LocationLocation: The Services shallbe performed at suchlocations, as the Purchasermay approve.Is there any limitation ofthe number of locations tobe operated from?No limitations.9.78VIThe Contract may beextended by a period of oneyear or a part thereof, subjectto satisfactory performance.If the contract is extendedby a period of one year ora part thereof, will UIDAIaccommodate the YOYinflation on the perconnect minute rate?Will berenewed at thediscoveredrate.The purchaser may, withoutprejudice to any otherremedy forbreach of contract, mayterminate this contract andforfeit theperformance bank guarantee,performance attractsmaximumpenalty of 25% leviableunder the provisions ofcontract forcontinuous three months onaccount of combined SLAsby givingMax penalty that can beimposed on account ofnon achievement of SLAsis 25% of the monthlybilled amount? Pleaseconfirm?Please refer toSLA, SectionV, Page 65.2.4Expirationof Contract10.83VI2.9.1.12As penalty been imposedon the monthly billedamount, does UIDAIshare/give access to theservice provider tovalidate the methodadopted in determiningthe non achievement ofThe selectedCCF wouldhave access toall thenecessaryreporting toolavailable in
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryResponse/Clarificationby UIDAIthe SLAs/KPIs?Avaya & CRMWhen the MSP is activelyinvolved in validating thebilling inputs as per theSLA/KPIs which are welldefined and playing amajor role in clearing thepayment of invoicesraised by the serviceprovider.on what basis isportion of the billedamount been withheld?Please refer toPart –II, SCCClause 6.3Section- VIPage 100.of RFPtwo chances forimprovement beforetermination.11.1006.3, pint no. Purchaser shall be at liberty5to withhold a reasonableportion of the payments dueGeneralto the Service Provider, tillterms andsuch work/ supply/ service isconditionsmade conforming to theof Payment prescribed standards.ScheduleFurther, what is broaddefinition on "Deficient"as per UIDAI termswhich seems to beforming the basis ofwithheld amount?Does UIDAI share "all"the details regarding theperformance parametersw.r.t. all SLA/KPI to theservice provider on amonthly basis? Pleaseconfirm?what is the Max % of themonthly invoice bill shallto be withheld by UIDAI?Is it going to be done on amonthly basis?When would thiswithheld amount bereleased?As UIDAI might bewithholding some portionof the every month billedamount, will UIDAI bepaying any interest on thewithheld amount?12.35IV2.Infrastructure andTechnologyThe selected service providershall provide the requiredspace, infrastructure, etc inits premises to install MediaGateway for outbounddialing.Request you to specifythe make and model ofthe gateway, which willbe deployed at the clientpremises .Who willprovide the Dialer UIDAI or ServiceProvider?Avaya mediagateway 450.OutboundDailler will beprovided byUIDAI.13.37IV2.Infrastructure andTechnologyThe selectedservice provider will berequired to upgradethe system as per CRM upgradation. UIDAIwill inform the serviceprovider at-least 2months prior to the upgradation activityrequest you to specify thetimeline by when CRMwill get upgraded and ifso , request you to pleasespecify the desktoprequired to be deployedfor operationsPlease refer toclause 2 Sl.No. 1 Section –IV page no. 3714.27IPart-IVChat volume cannot bedetermined as itRequest you to share thelanguages in which chatTo start withonly English
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryof RFP15.27IResponse/Clarificationby UIDAIAllocationof callvolumeis new service yet to beintroduced byUIDAI.to be supported apartfrom Englishlanuage, somemorelanguages maybe added on asper need arises.Part-IVChat volume cannot bedetermined as itis new service yet to beintroduced byUIDAI.We assume that Chatapplication along with therequired licenses of therespective languages willbe provided by UIDAI toservice provider , pleaseconfirmAccess of Chatapplication willbe provided byUIDAI.Allocationof callvolume16.27IAllocationPart IV ofcall volumeChat volume cannot bedetermined as itis new service yet to beintroduced byUIDAI.We assume that Chatapplication withpredefined scripts/templates will be sharedto service provider foranswering the queries ofcustomers in therespective languagesPlease refer toclause 4,section – IVpage 42.17.17IPart-III,Stage-IICertificate from statutoryauditor.Please confirm ifCertificate from anypracticing charteredaccountant will sufficethe needPlease refer toPART- III,Secton – III,Page YSICAL ANDINFORMATIONSECURITY Stage -IIIThe service providers arealso required to provide acopy of allavailable data, informationand physical security relatedcertificationsincluding DSCI, ISO27001,BS10012, PCI-DSS, etc.Are these certificationsmandatory "DSCI,ISO27001, BS10012,PCI-DSS" as given insection VPlease refer toSection – III,Item V, Page25.19.22IStage-III,PASTEXPERIENCE OFTHE FIRMExperience in managing(directly/sub-contracting)CallCenter operations forinbound/outboundcallswithin India.UIDAI will consider subcontracts for governmentprograms as well or onlydirect contract will beconsidered forqualification.Please refer toStage – III, Sl.No.1, Section III Page 2220.18IPREQUALIFICATIONCertificate from statutoryauditor.We request for approvalon getting the certificatesfrom independent CAsupported by CompanySecretaryPlease refer toPART- III,Secton – III,Page 18-19.21.32SECTI –SCOPEON-IV OF WORKII. Making outbound voicecalls.Would UIDAI provide aDialer facility foroutbound calls or manualdialing would be done.What will be theoperating window for outbound calls. Will there bea separate case taggingfor outbound voice calls.Outbounddialler facilitywill beprovided byUIDAI. Thetiming will beas per industrypractice andDOT/TRAIprotocols.
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryResponse/Clarificationby UIDAIIV. Replying Inbound Chats.Pre requisite for runningthis inbound chat desk.Clarification required forany queries raised byResident in non Englishlanguage.Application on which itwill be done. UAT needsto be done prior toimplementation. As perPART-II:INTRODUCTION pointno.: 4 UIDAI is intendingto start Chat servicesthrough this RFP, need atentative commencementdate for the same. whatwould be themethodology to gaugeChat Performance .Would require moredetails on how one chatwill be calculated(conversation based orper message Or withmultiple citizen in onecommon chat)Need a detailed workingof Chat process.We request clarity onproductivity and idletime calculation forChat services.To start withonly Englishlanuage, somemorelanguages maybe added on asper need arises.V. End-to-EndResponsibilitySLA needs to be definedfor every departmentresponsible to giveresolution. Escalationmatrics needs to beshared in case the issuehas gone out of SLA.Escalationmatrix will beshared withselected CCF.of RFP22.31ECTIO 1.BUSINESSN-IVSERVICES:-23.The detailedprocess will beshared beforestart of rkstation configuration:Memory: - 4-GB RAM ormoreCurrently UIDAI Contactcenter CRM is operatingon 2 GB RAM. Can weMaintain / continue thesamePlease refer toclause 2,Section – IV,Page cking facilityWe have live calllistening facility in thecurrent Avaya One Xcommunicator used forQuality audit along withAvaya QM.Query is notclear.27.373. RESOURCE ONBOARDINGIn order to Onboard therequired man power canwe get month wise / daywise / interval wise &language wise callPlease refer to“ProjectionsandCompensations” Section – V,SECTI 3.ON-IV RESOURCE ONBOARDIN
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryof RFPGResponse/Clarificationby UIDAIprojection with 90%accuracy.What will be the hiringtime for VernacularcandidatesPage 66.28.37SECTI 3.ON-IV RESOURCE ONBOARDINGMust be a graduate or Higherin any discipline. (RSE/ Sr.RSE). Should have at least 6months experienceCan we hire undergraduates who has fairknowledge of contactcenter industry.Please referclause 3,section – IV,Page 3829.37SECTI 3.ON-IV RESOURCE ONBOARDINGTeam Managers: Must be agraduate or higher in anydiscipline. Should be trainedon COPC (or similar)methodologyCan we hire undergraduates who has fairknowledge of contactcenter industry.Please referclause 3,section – IV,Page 3830.37SECTI 3.ON-IV RESOURCE ONBOARDINGAssistant Manager: Must bea graduate or higher in anydiscipline. Must be certifiedfrom NASSCOM (or similarCertification agency)Can we hire undergraduates who has fairknowledge of contactcenter industry.Please referclause 3,section – IV,Page 3931.37SECTI 3.ON-IV RESOURCE ONBOARDINGTrainers: Must be a graduateor higher in any discipline.Should be trained on COPC(or similar) methodologyCan we hire undergraduates who has fairknowledge of contactcenter industry.Please referclause 3,section – IV,Page 4032.37SECTI 3.ON-IV RESOURCE ONBOARDINGQuality Evaluator: Must be aGraduate or Equivalent inany discipline.Can we hire undergraduates who has fairknowledge of contactcenter industry.Please referclause 3,section – IV,Page 4033.37SECTI 3.ON-IV RESOURCE ONBOARDINGRATIO OF STAFFMEMBERSThe criteria for providingRSEs, Sr. RSEs, TMs, AMs,Trainers, QM,QEs, and is as follows:1. One (1) Sr. RSE for everyone (1) RSE (The RSEshould not bereporting to a Sr. RSE; A Sr.RSE should be a better andmoreexperienced executive.)2. One (1) TM for every 15RSEs/Sr. RSEs or partthereof.3. One (1) AM for every 75RSEs/Sr. RSEs or partthereof.4. One (1) QE for every 30RSEs/Sr. RSEs or partthereof.5. One (1) Trainer for every60 RSEs/Sr. RSEs or partthereof.Can we hire undergraduates who has fairknowledge of contactcenter industry.Please referclause 3,section – IV,Page 41.34.42IV4.3 ON-JOB TRAININGCan we have On-jobtraining period of 3 daysby increasing the loginPlease referclause 4,section – IV,4.TRAININThe period for on-job
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryGtraining for each resourceshould be of at least 5 dayspost clearing the trainingevaluation test. During theon-job training it ismandatory that the RSEs/Sr.RSEs are required to handlelive calls at least for 2 hoursevery day.hours duration from 2hours to 8 hours from the3rd day.Page 43.of RFPResponse/Clarificationby UIDAI35.43IV4.TRAINING4.4 RE-FRESHERTRAININGCan UIDAI provide /share the training PPTwith contact center.All OrientationTraining PPTwill be sharedwith theselected CCF.36.44IV5.QUALITYASSURANCEPara 1: The quality assuranceteam should have the facilityof remote screen viewing ofagent workstations andremote call listening.Since QM tool isprovided by MSP, can wehave this functionalityavailable in the same tool.Remote screenviewing ofagentworkstationswill beprovided by theselected CCF.44IV5.QUALITYASSURANCEb. Monitoring 50% calls ofall the RSEs/ Sr. RSEsduring on-job training.Can we have 100% callrecording on Avaya QMtool to ensure 50% callsof all the RSEs/ Sr. RSEsduring on-job training canbe monitored.Audit of 50% calls forOJT CCE's is on a higherside as per industrypractice. Can we workaround for a morepractical / feasible targetAs of now only10 % callrecording isavailable, infuture, UIDAImay provide100 % callrecordings.38.44IV5.QUALITYASSURANCEc. Monitoring theperformance of RSEs and Sr.RSEs on the basis ofUIDAI provided QualityTemplate by reviewing atleast 30 calls or 15 emails (incase of email agents) perRSE/Sr. RSE per month.30 call audits per monthfor Per RSE and 15emails per RSE permonth is higher as perindustry practice. Weneed to re look as perindustry benchmarkPlease referclause 5,section – IV,Page 44-45.39.vIV6.REPORTING ANDANALYTICSf. Providing help inenhancing the existingtraining modules, frequentlyasked questions, etc thathelp improve in-houseoperations as well as provideanalysis for UIDAI Ecosystem partners.Can a scheduled be fixedfor all such activities byUIDAI.This mayscheduled asand whenrequired.40.45IV6.REPORTING ANDANALYTICSPara 5: In addition, this teamshould also be capable ofgeneratingAdhoc/customized reports/MIS as per UIDAI‟srequirement.The report format shall beflexible and shall be madeavailable either in excel, pdf,txt or any other user-friendlyPlease specify list ofreports required & wouldalso require access togenerate reports fromUIDAI CRM Or AvayaCMS rights to be given tocontact center.Requiredaccess will beprovided to theselected CCF.37.
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP StatementQueryof RFPResponse/Clarificationby UIDAIstructure/format on therequest of UIDAI from timeto time. The report should beconfigurable to be e-mailedto a defined mailing NSATIONS1. One-Time SLAParameters.(i) Commencement ofservicesWill all the required UAT& testing of applicationbe completed by MSPwithin 45 days.The selectedCCF will notbe penalizedfor any delayon the part DCOMPENSATIONS1. One-Time SLAParameters.UIDAI to provide / sharethe training PPT withcontact center.All OrientationTraining PPTwill be sharedwith theselected ENSATIONS(iv)Submission of trainingmodule & test processUIDAI to provide / sharethe training PPT withcontact center.All OrientationTraining PPTwill be sharedwith theselected ENSATIONS(v) Final submission oftraining module & testprocess.UIDAI to provide / sharethe training PPT withcontact center.All OrientationTraining PPTwill be sharedwith theselected CCFCan we get a consolidated& separate language wise,day wise, monthly SL%report.Can we get month wise /day wise / interval wise &language wise callprojection with 90%accuracy.The designerreport tool isavailable inAvaya, theaccess to thesame will beprovided toMIS andanalytics teamof the selectedCCF to designany desiredreport from thistool.41.45.46.2. Operational RANDCOMPENSATIONS(ii) Service level % (SL %)
F. No. 14014/23/2015 –Logistics-CRMS. No Page No. SectionClauseRFP Statemen
F. No. 14014/23/2015 -Logistics-CRM S. No Page No. of RFP Section Clause RFP Statement Query Response/ Clarification by UIDAI (i) Dr ITM Limited 1 18 III Part-III (Stage-II, . clarify technical capability have to INR 20 Lacs or (INR 20 lacs for region 1 INR 10 Lacs for region 2) There is no mention of domain in the RFP. 4 16 4.1. BID
