REQUEST FOR PROPOSAL Tender Document No.

88 Pages·2013·1.4 MB·English

REQUEST FOR PROPOSAL

REQUEST FOR PROPOSAL

Tender Document No.: NIHFW/WS/20-18/2013

APPOINTMENT OF A HELPDESK SERVICE PROVIDER FOR ESTABLISHMENT,
OPERATION AND MANAGEMENT OF MOTHER AND CHILD TRACKING
HELPDESK ON TURNKEY BASIS
National Institute of Health and Family Welfare
Baba Gang Nath MNaatriogn, aMl Iunnstiirtuktae, o Nf Hewea lDthe alhndi- 1F1am00il6y 7W. elfare Page 1 of 88
Phones: 91-11-2616 5959, 91-11-2616 6441, 91-11-2618 8485, 91-11-2610 7773
Fax: [phone]

Web Site: www.nihfw.org
REQUEST FOR PROPOSAL

KEY DATES & EVENTS

Appointment of Helpdesk Service Provider (HSP) for
1. Name of the Project “Establishment, Operation and Management of Mother &
Child Tracking Helpdesk (MCTH) on TURNKEY Basis”
Establishment, Operation and Management of MCTH
2. About the Project Project over a period of 6 Months from the effective date
of commencement (Go-Live) of the project.
3. Tender Inviting Authority National Institute of Health and Family Welfare
14th November, 2013

 The document can also be obtained from Accounts
Section, 1st Floor, Administrative Block, National
Institute of Health and Family Welfare Baba Gang
Date of Publication of the Nath Marg, Munirka, New Delhi-110067 by paying
4.
RFP INR 10,000/- (non-refundable) in cash or demand draft
as specified above., The bid document will be available
on all working days during office hours till 16:00 Hrs
on or before 29th November, 2013.
 Also Bid document can be downloaded from Web Site:
www.nihfw.org under the “Tender” link.
INR 10,000/- (Rs Ten Thousand Only non-refundable)

Cost of RFP Document At the time of submission of the bid document the bidder
5.
has to submit the bid amount against a non-refundable
tender fee in the form of demand draft in favor of
“Director, NIHFW” payable at Delhi.
Contact person for
6. Prof. T. G. Shrivastav
clarification
Room. No. 141,
1st Floor, Academic Block,
7. Correspondence Address National Institute of Health and Family Welfare
Baba Gang Nath Marg, Munirka, New Delhi-110067.
(Email:[email protected])
Last date to submit the
request for MCTH site visit
8. along with the nominated On or before 17:00 Hrs on 20th November, 2013
members (3 to 5 members)
details
15:00 Hrs on 22nd November, 2013 at National Institute
Date & Venue of Pre-Bid
9. of Health and Family Welfare, Baba Gang Nath Marg,
Discussion
Munirka, New Delhi-110067.
Up to 15:00 Hrs on 02nd December, 2013. Bid should be
dropped in designated tender box kept near the
Last date for submission of
10. reception in the Administrative Block of NIHFW at
Bids
National Institute of Health and Family Welfare, Baba
Gang Nath Marg, Munirka, New Delhi-110067.
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REQUEST FOR PROPOSAL

INR 3,00,000/- (Rs Three Lakhs Only)

The Bidder (Prime bidder in case of consortium) shall
Bid Security /Earnest Money
furnish, as part of its bid, a bid security in the form of
Deposit Amount
11. Bank Guarantee / Demand Draft (to be renewed on expiry

till 180 days) / Banker‟s Cheque /Fixed deposit valid for a

period of 180 days from the date of submission of the bid,
drawn in favour of “Director, NIHFW” for an amount of
Rs. 3,00,000/-(Rs Three Lakhs Only) payable at Delhi.
16:00 Hrs on 02nd December, 2013 at National Institute
Opening of Prequalification
12. of Health and Family Welfare, Baba Gang Nath Marg,
cum Technical bid
Munirka, New Delhi-110067.
Date, Time & Venue for the
opening of Financial / The same shall be communicated to the qualified bidders
13.
Financial Bid for qualified at later date.
bidders

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REQUEST FOR PROPOSAL

DISCLAIMER

The information contained in this RFP Document or subsequently provided to Bidder(s) or Applicants
whether verbally or in documentary form by or on behalf of NIHFW or any of their employees or
advisors, is provided to the Bidder(s) on the terms and conditions set out in this RFP Document and all
other terms and conditions subject to which such information is provided.

This RFP Document is not an agreement and is not an offer or invitation by the NIHFW to any party
other than the Applicants who are qualified to submit the Bids (“Bidders”). The principle (purpose) of this
RFP Document is to provide the Bidder(s) with information to support the formulation of their Proposals.
This RFP Document does not purport (claim) to contain all the information each Bidder may entail
(require). This RFP Document may not be apposite (appropriate) for all persons, and it is not possible for
the NIHFW, their employees, or advisors to consider the investment objectives, financial situation, and
particular needs of each Bidder who reads or uses this RFP Document. Each Bidder should conduct its
own investigations and analysis and should check the accuracy, reliability and completeness of the
information in this RFP Document and where necessary obtain independent advice from appropriate
sources. NIHFW, their employees and advisors make no representation or warranty and shall incur no
liability under any law, statute, rules or regulations as to the precision (accuracy), reliability or
completeness of the RFP Document. NIHFW may in their absolute discretion, but without being under
any obligation to do so, update, improve or supplement the information in this RFP Document.

NIHFW reserves the right to accept or reject any bid, and to annul the bidding process and reject all bids
at any time before the project is awarded, without thereby incurring any liability to the affected Bidder or
Bidders, with or without assigning any reason.

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REQUEST FOR PROPOSAL

TABLE OF CONTENTS
KEY DATES & EVENTS ............................................................................................................ 2
DISCLAIMER............................................................................................................................... 4
TABLE OF CONTENTS ............................................................................................................. 5
SECTION 1: INVITATION FOR BIDS .................................................................................. 10
1. Invitation for bids ........................................................................................................................... 10
2. Due Diligence ................................................................................................................................ 10
3. Cost of Bidding .............................................................................................................................. 10
4. Content of Bidding Document ....................................................................................................... 10
5. Amendment and clarification of Bidding Documents ................................................................... 11
SECTION 2: INTRODUCTION............................................................................................... 12
1. Background .................................................................................................................................... 12
2. Mother and Child Tracking Helpdesk (MCTH) ............................................................................ 15
SECTION 3: SCOPE OF WORK ............................................................................................. 18
SECTION 4: KEY FEATURES / SPECIFICATIONS OF MCTH SOLUTION ................. 32
SECTION 5: SCHEDULE FOR COMPLETION OF TASK................................................. 33
SECTION 6: INSTRUCTIONS TO BIDDERS ...................................................................... 37
1. Language of Bid ............................................................................................................................. 37
2. Documents Constituting the Bid .................................................................................................... 37
3. Bid Price ........................................................................................................................................ 38
4. Bid Security/Earnest Money Deposit (EMD) ................................................................................ 39
5. Rejection of Bid ............................................................................................................................. 39
6. Period of Validity of Bids .............................................................................................................. 39
7. Format and Signing of Bid ............................................................................................................. 39
8. Sealing and Marking of Bids ......................................................................................................... 40
9. Deadline for Submission of Bids ................................................................................................... 40
10. Late Bids ........................................................................................................................................ 41
11. Modification and Withdrawal of Bids ........................................................................................... 41
12. Opening of Prequalification cum Technical Bids .......................................................................... 41
13. Opening of Financial Bids ............................................................................................................. 41
14. Preliminary Examination ............................................................................................................... 42
15. Evaluation and Comparison of Bids .............................................................................................. 42
16. Bid Evaluation Criteria .................................................................................................................. 42
17. Contacting the NIHFW .................................................................................................................. 43
18. NIHFW‟s right to accept any Bid and to reject any Bid or all Bids .............................................. 43
19. Notification of Award .................................................................................................................... 43
20. Performance Bank Guarantee ........................................................................................................ 44
21. Termination for Default ................................................................................................................. 45
22. Termination for Insolvency, Dissolution etc. ................................................................................. 45
23. Termination for Convenience ........................................................................................................ 45
24. No Claim Certificate ...................................................................................................................... 45
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REQUEST FOR PROPOSAL

25. Suspension ..................................................................................................................................... 45
26. Consequences of Termination ........................................................................................................ 45
27. Withdrawal by the HSP ................................................................................................................. 46
28. IPR ................................................................................................................................................. 46
29. Schedule of Payments .................................................................................................................... 47
30. Standards ........................................................................................................................................ 48
31. Standard of Performance ................................................................................................................ 48
32. Time for Implementation of the Project ......................................................................................... 48
33. Right to Inspect Support Facilities ................................................................................................. 48
34. Confidentiality ............................................................................................................................... 48
35. Force Majeure ................................................................................................................................ 48
36. Arbitration and Jurisdiction ........................................................................................................... 49
37. Review Meetings ........................................................................................................................... 49
38. Progress Reporting and escalation procedures............................................................................... 49
39. Period of contract ........................................................................................................................... 49
40. Indemnity ....................................................................................................................................... 49
41. Exit Management Schedule ........................................................................................................... 49
42. Limit of Liability ........................................................................................................................... 51
43. Insurance ........................................................................................................................................ 51
44. Warranty ........................................................................................................................................ 51

Annexure 1: Content and Formats of Prequalification cum Technical Bid ................................................ 52
Annexure 2: Content and Format of Financial Bid ..................................................................................... 62
Annexure 3: Draft Service Level Agreements (SLAs) ............................................................................... 67
Annexure 4: Details of Mother & Child Tracking System (MCTS) ........................................................... 69
Annexure 5: Methodology for Evaluation of Financial Bid ....................................................................... 74
Annexure 6: Methodology for Selection of Successful Bidder .................................................................. 74
Annexure 7: Specification of Existing Infrastructure at MCTH Site .......................................................... 75
Annexure 8: Bank Guarantee Formats (Performance Bank Guarantee) ..................................................... 83
Annexure 9: Site Layout of MCTH Site at NIHFW Campus ..................................................................... 85
Annexure 10: Tentative Bill of Material .................................................................................................... 86

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ABBREVIATIONS/ ACRONYMS

The following abbreviations and acronyms have been used in this document.

ABBREVIATION/ ACRONYM DESCRIPTION
AHT Average Handling Time
ACD Automatic Call Distributor
ANC Services Ante Natal Care Services
ANI Automatic Number Identification
ANM Auxiliary Nurse Midwife
ASA Average Speed of Answer
ASHA Accredited Social Health Activist
CDR Call Detail Record
CEC Consultancy Evaluation Committee
CGHS Central Government Health Scheme
CLI Caller Line Identification
CRM Customer Relationship Management
CTI Computer Telephony Integration
DC Data Centre
DNIS Dialled Number Identification Sequence
EMD Earnest Money Deposit
FAQ Frequently Asked Question
FRS Functional Requirement Specification
FTR First Time Resolution
GOI Government of India
GUI Graphical User Interface
HA Helpdesk Agent
HMIS Health Management Information System
HSP Helpdesk Service Provider
IDSP Integrated Disease Surveillance Programme
IEC Information Education and Communication
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ABBREVIATION/ ACRONYM DESCRIPTION
ITB Invitation to Bid
IVRS Interactive Voice Response System
JSK Jansankhya Sthirata Kosh
JSY Janani Suraksha Yojna
KPI Key Performance Indicator
LAN Local Area Network
MCTH Mother and Child Tracking Helpdesk
MCTS Mother and Child Tracking System
NIHFW Ministry of Health and Family Welfare, Government of India
NDC National Data Centre
NIC National Informatics Centre
NIHFW National Institute of Health & Family Welfare
NRHM National Rural Health Mission
OEMs Original Equipment Manufacturers
PBG Performance Bank Guarantee
PMU Program Management Unit
PNC Post-Natal Care Check-up
RFP Request for Proposal
SDD System Design Document
SLA Service Level Agreement
SMS Short Message Service
SNMP Simple Network Management Protocol
SRS System Requirement Specification
TCC Technical Coordination Committee
TSP Telecom Service Provider
TTS Text to Speech
UID Unique Identification
UPS Uninterrupted Power Supply
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REQUEST FOR PROPOSAL

ABBREVIATION/ ACRONYM DESCRIPTION
WAN Wide Area Network

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REQUEST FOR PROPOSAL

SECTION 1: INVITATION FOR BIDS
1. Invitation for bids
This invitation for bids is for „Appointment of a Helpdesk Service Provider (HSP) for
“Establishment, Operation and Management of Mother & Child Tracking Helpdesk (MCTH) on
turnkey basis” by National Institute of Health and Family Welfare (NIHFW). HSP shall be
appointed for a period of 6 months from the date of Go-live. Sealed offers prepared in accordance
with the procedures enumerated in this document should be dropped in designated tender box
kept near the reception in the Administrative Block of NIHFW on or before 15:00 Hrs on 02nd
December, 2013.

The Bid document may be downloaded from the website www.nihfw.org under the “Tender” link.
Further, at the time of submission of the bid document the bidder has to submit the bid amount against a
non-refundable fee of INR 10,000/- in the form of demand draft in favor of “Director, NIHFW” payable
at Delhi . Failure to furnish the above mentioned demand draft would result in rejection of the bid.

The document can also be obtained from the Accounts Section, 1st Floor, Administrative Block, National
Institute of Health and Family Welfare
Baba Gang Nath Marg, Munirka, New Delhi-110067 by paying INR 10,000/- (non-refundable) in cash
or demand draft as specified above. The bid document will be available on all working days during office
hours till 16:00 Hrs on or before 29th November, 2013.
2. Due Diligence
The Bidder is expected to examine all instructions, forms, terms and specifications in the bidding
document. The bid should be precise, complete and in the prescribed format as per the requirement of the
bid document. Failure to furnish all information required by the bidding document or submission of a bid
not responsive to the bidding document in any respect will be at the Bidder‟s risk and may result in
rejection of the bid.
3. Cost of Bidding
The Bidder shall bear all costs associated with the preparation and submission of its bid and NIHFW,
hereinafter referred to as "the Client", will in no case be held responsible or liable for these costs,
regardless of the conduct or outcome of the bidding process.
4. Content of Bidding Document
The requirements, bidding procedures and contract terms are prescribed in the bidding document. This
bidding document includes:
 Section 1: Invitation for Bids
 Section 2: Introduction
 Section 3: Scope of Work
 Section 4: Key Features / Specifications of MCTH Solution
 Section 5: Schedule for Completion of Task
 Section 6: Instructions to Bidders
 Annexure 1: Content and Formats of Prequalification cum Technical Bid
 Annexure 2: Content And Format of Financial Bid
 Annexure 3: Draft Service Level Agreements (SLAs)
 Annexure 4: Details of Mother & Child Tracking System (MCTS)
 Annexure 5: Methodology for Evaluation of Financial Bid
 Annexure 6: Methodology for Selection of Successful Bidder
 Annexure 7: Specification of Existing Infrastructure at MCTH Site
 Annexure 8: Bank Guarantee Formats (PBG And Bank Guarantee against Advance)
 Annexure 9: Site Layout of MCTH Site at NIHFW Campus
 Annexure 10: Tentative Bill of Material

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