1

Pre- Bid Queries from Karvy Data Management Services

Sr. No

Section No. / Clause No.

Content of RFP requiring Clarification(s) Points of clarification Remarks

1 3.2.3 Days of Operation a. 7 days in a week (including

Sunday)

Will Outbound calling also be operational on Sundays and 24 X 7

Yes, outbound calling will also be operational on Sundays. However, the outbound calls will not be required to be made on a 24X7 basis but only on days when the call center will be in operation, as elucidated under para 3.2.3 and 3.2.4.

2 3.2.4 Hours of Operation - The NPS Information Desk will be operational from 9.30 AM to 5.30 PM on each day of operation. PFRDA or its authorized intermediary reserves the right to request an increase in hours of operation based on volume of calls at a later stage in consultation with the NPS Information Desk Service Provider

Is this for all products? Also pricing may change basis change in operational timings.

Yes, it will be applicable to all the products i.e. NPS or any other product administered by PFRDA. However, suitable time will be provided to upscale its operations in case of addition of any other product at later date.

3 4.4.3 The service provider would also route calls to POP, CRA, Aggregator, Trustee Bank, Pension Funds, Annuity Service Providers etc. as per subscribers need

Should we only provide the contact details of the concerned stakeholder or should we make an outbound call and conference the customer with the concerned stakeholder

Call Centre may be required to provide conference facility with the concerned stakeholder. This facility is required to be developed and operationalized as per the advice of PFRDA and the same is required to be through CRM.

4 4.6.2 PFRDA would provide the Service Provider with a 2 month notice period to allow the Service Provider to scale up its operations to support extended hours of operation

We request to increase the notice period from 2 months to 4 months. Please provide a tentative timelines for scaling the support from 8hrs a day to 24X7

The conditions of the RFP will remain the same.

5 4.7.1 The solution design for the NPS Information Desk shall provide for offering options of toll free numbers to callers.

This point is not very clear and need to be explained to service provider for planning the solution.

The architecture of the call center is built on the premise of providing a toll free number using which a caller will receive the information on the product/ process. Hence, the activities of building up a CRM, data collection/ collation, reporting

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formats etc. for the calls received/ made have to be built taking into account the toll free number.

6 4.8.1 Minimum Capacity – Service Provider should provide for minimum of 20 executives at the start of project.

What should be the breakup of the executive for each of the channels (Inbound, Outbound & Email)

This will depend on the call volumes and the supervisor will be responsible for ensuring that maximum utilization of the call executives are ensured on daily basis. The priority of the call may be decided by the call centre in consultation with PFRDA.

7 4.8.1.1 The Service Provider shall have to provide a minimum capacity to handle 160 man hours on all working days. The minimum capacity to handle calls per day should be 1600 calls at an average handling time of 6 minutes per call

160 hrs. means daily all 20 people should be present. To rotate breaks in a 7 days working environment week offs needs to factored in. You have considered that 20 associates will work @ 100% occupancy which is ideally above industry standards We request you to change this clause in line with the industry standards

The authority envisages that to deal with the increased call flow on account of the awareness of the NPS as a product, at least 20 associates at 100% occupancy rate would be required. The service provider may choose to include the said cost factor into account while preparing the commercial quotes.

8 4.8.2.5 Service Provider will develop a System based Lead Management System for generation, tabulation and communication of prospective business leads and following up for outcome of the leads

Who will share the data for outbound calling

In line with the extant process, the outbound calling would consist of, but not limited to, the following:

calls to abandoned calls (i.e. calls of people going unanswered/busy while making a call to the call center toll free number). This data in respect of abandoned calls should be captured by the ACD system of the vendor to be exclusively placed for the NPS helpdesk.

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calls to numbers which have sent SMS to the NPS helpdesk designated number

any other campaign based call as decided by the Authority

9 4.8.3.2 The Service Provider would be expected to demonstrate an improvement in productivity of at least 10% vis-à-vis initial 6 months of operation, at the end of first 12 months of operation.

Is this linked with Rewards and Penalty The said clause is not linked to Rewards and Penalty.

10 4.12 To Route Calls if Required (L2 Support) In case a citizen calls up the Information Desk but the information sought is beyond the scope of the Information Desk, the Information Desk should connect the citizen with the right stakeholder who will provide the right information to the citizen about NPS. The Information Desk thus should have call routing facility to connect to the CRA call-center and other call-center/help-desk operated by other stakeholders of the NPS. Teleconferencing facility should also be added so that the Information Desk should connect the subscriber with the right stakeholder who will provide the information.

Need details like, where all the call has to be routed? Moreover post successfully routing of the call the Service provider will not be able to take the responsibility and quality of services as it cannot be controlled.

The NPS is available across the country and various intermediaries are located across the country. The details in respect of the L2 Support people would be shared beforehand with the service provider. The Information desk would have the responsibility of and should have the technical capability to call routing facility to connect to the CRA call-center and other call-center/help-desk operated by other stakeholders of the NPS.

11 5.2.15 The Service Provider should also be able to segregate and compile caller data on the basis of age, sex, region, income group, information sought, tentative amount intended for contribution etc. The successful bidder will design all templates for such reports in consultation with the

Should these reports be generated from the CRM

The said reports have to be generated from the CRM. The CRM formats and data points will be designed after having discussions with PFRDA.

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PFRDA.

12 5.5.1 i. Identifying or determining the region from which the call is originating and greeting the caller in corresponding regional language along with Hindi, English. The IVRS menu can be played in the language further selected by the caller using IVRS option.

This is not possible to determine the region of a caller, who uses mobile to reach to the help desk. For Land line callers, we need the Automatic Number Identification to pass through to the IVRS.

The said data for mobile callers may be captured from the details as provided by the caller. In case the service provider needs to add the Automatic Number Identification to its technical capabilities the same may be added and the factored in the bid. However, even if the Automatic Number Identification facility is available, the said detail has to be captured in the CRM.

13 10 Table 2 Project Schedule Per the industry standards and looking at the developments required (i.e. IVRS, CRM, Reporting’s etc…) the given timeline is not possible. We propose at least 3months from the date of contract sign/LOI/PO release. As link delivery and technology setting up will take time and wouldn’t be possible in 25days.

The conditions of the RFP will remain the same.

14 12.1.1 General Criteria I. Bidder shall be an established, reputed and reliable Service Provider in the field of providing in-bound Call Center services for the past 5 financial years.

As per clause II of this section, the bidder shall be registered in India for providing BPO/Call Center/Contact Center/ITeS related services. The bidder shall hold a valid license for such business as currently provided by it in India. Therefore, we request to change the clause as “Bidder shall be an established, reputed and reliable Service Provider in the field of providing in-bound BPO/Call Center/Contact Center/ITeS related services for the past 5 financial years.”

The conditions of the RFP will remain the same.

15 12.1.2 Specific Criteria As per clause I of section 12.1.1, The The conditions of the RFP will remain the

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I. The bidder shall have a net profit in at least three of the previous five financial years and the average turnover from call center business shall not be less than Rs 15 crores in the last three financial years.

bidder shall be registered in India for providing BPO/Call Center/Contact Center/ITeS related services. The bidder shall hold a valid license for such business as currently provided by it in India. Therefore, we request to change the clause as “The bidder shall have a net profit in at least three of the previous five financial years and the average turnover from BPO/Call Center/Contact Center/ITeS related services business shall not be less than Rs 15 crores in the last three financial years”

same.

16 12.1.2 Specific Criteria III. The Bidder shall have at least 50 physical in-bound contact center seats at a single location in India as on 31st March 2015

Request to change the clause as “The Bidder shall have at least 50 physical in-bound contact center seats at a single location in India as on date.”

The conditions of the RFP will remain the same.

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Pre- Bid Queries from Serco Global Services

Sr. No

Section No. / Clause No.

Content of RFP requiring Clarification(s) Points of clarification Remarks

1 12.1.2 The bidder shall have a net profit in at least three of the previous five financial years and the average turnover from call center business shall not be less than Rs 15 crores in the last three financial years.

Request to change the clause as The bidder must have continuous net profit/ should be an operating profit making entity/ positive cash flow in last three previous financial years (2012-2013, 2013-2014 & 2014-2015)

The conditions of the RFP will remain the same.

2 12.1.2 The bidder shall have a positive net worth as on the end of 31st March 2015.

Request to change the clause as The bidder must have continuous net profit/ should be an operating profit making entity/ positive cash flow in last three previous financial years (2012-2013, 2013-2014 & 2014-2015)

The conditions of the RFP will remain the same.

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Pre- Bid Queries from VFS.Global

Sr. No

Section No. / Clause No.

Content of RFP requiring Clarification(s) Points of clarification Remarks

1 12.1.2 Not specified Please share the existing IVRS Tree and self-service options available currently.

PFRDA envisages that the successful bidder should provide the best design for the IVRS Tree.

2 12.1.2 Not specified What is the ratio of call resolution between Voice and IVR?

No such data is available for reference.

3 12.1.2 The Bidder shall have experience in installation and management of Call Center hardware (Switches, ACD, IVRS) and software (Logger, CTI, CRM platform) including the CRM platform for at least three clients. The Bidder shall have long-term arrangements with OEMs for supply and support of Call Center hardware (Switches, ACD, IVRS) and software (Logger, CTI) proposed in the solution. The Bidder shall enter into SLA-based agreement with the OEM for provision of spares, backend support, patches, software upgrades etc for the license period along with the bid.

Our consortium partner has been managing the call center hardware and the requirements specified. Is this okay?

As per 12.1.1 Clause I- The bidder shall be a registered company in India under the Companies Act 1956/individual/sole proprietorship firm/ registered Partnership firm or registered Limited Liability Partnership. In light of the same, a consortium partner may not be eligible for the said bid. Also, in such a case, the bidder will need to submit requisite documents to prove its eligibility for the said bid.

4 12.1.2 Not specified What kind of queries to be handled over IVRS which would require TTS services

The details in respect of the same would be shared with the successful bidder.

5 14.5.2 Not specified Please share existing reporting formats. PFRDA envisages that the successful bidder should design and provide the formats for CRM and reporting, in consonance with PFRDA.

6 14.5.2 Not specified Are the Report output format pre-defined? Is there any need of changing the format of the report without the technical team involvement? Is ACD

The Report Formats for capturing various data points and the CRM will be designed in consonance with PFRDA. The daily reporting of the ACD will also be an important part of

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dynamic reporting required? the formats.

7 14.5.2 Not specified What can be the maximum response time to generate the real time reports?

It is envisaged that frequency and formats of various reports will be decided and designed in consonance with PFRDA.

8 14.5.2 Not specified Is there any requirement of sending the reports as attachment (excel/ pdf)

The various reports will be preferably in excel format and need to be sent to the authority on a regular basis.

9 14.5.2 Not specified Are we looking at 100% BCP or are we looking for hot/ warm BCP sites. Are the Service levels relaxed in case BCP has to be invoked.

PFRDA envisages a disaster recovery plan which offers all the helpdesk services, such that all company data is available regardless of whether a hot/ warm site is used.

10 14.5.2 Not specified We are currently operating processes for Govt. institutions across the world. Call center services are provided as part of the overall services as per the contract to the Govts. Can this be considered for the requirement?

The Pre-bid Qualification (Minimum eligibility criteria) are elucidated under clause 12.1. The bidder will need to submit requisite documents as stated therein to prove its eligibility for the said bid.

11 7 Service Level Requirements Communications, Meetings, Escalation Grid and Governance Grid and Service Level Performance Management.

The service level requirements given here are the expected service level from the Information Desk Service Provider in the course of operating the Information Desk for NPS. These performance requirements would be strictly imposed upon the Service Provider and PFRDA would carry out audits to measure the performances on the basis of the metrics given in the table below. The SLA monitoring would be performed/reviewed on quarterly basis. During the contract period, it is envisaged that there would be changes in the SLAs, in terms of addition, alteration or deletion of certain parameters, based on the mutual consent of both the parties i.e the PFRDA and the Service Provider.

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12 7 Service Level Requirements Who shall responsible to provide the forecast for the inbound and outbound calls to the Service Provider? What shall be the frequency and methodology of providing these forecasts? What is the methodology of providing these forecasts? What is the methodology for guarantee on call volumes? In case the daily transaction volumes exceed 1600 daily, is there a waiver on Service levels.

No such forecasts will be provided to the service provider. Also, no waiver on service levels will be provided to the service provider in case the call volumes exceed 1600. It is expected that the service provider utilizes the resources available with it for optimally handling the high call volumes.

13 7 Service Level Requirements Sum of scores in the SLA parameter is not 105. It is 100.

Inadvertent typo error. The same may be read as 100.

14 7 Service Level Requirements CSAT methodology- please share existing process and scoring methodology.

There is no predefined Customer Satisfaction survey format as prescribed by the authority. It is envisaged that the selected service provider will design the same in consonance with PFRDA.

15 12.1.2 Specific Criteria How many SMS to be considered in a day (in working hours)? Only English needs to be considered for Inbound SMS. Is this assumption correct? SMS should we also have a mobile number to receive messages? Are these messages chargeable?

No definite number of SMS can be forecasted or provided. The SMS number is owned by PFRDA and the SMSs received/ replied through the same are in English only. Also, all the costs in respect of the SMS received/ replied etc. will be reimbursed on a monthly/ quarterly basis (as is decided in the contract) to the service provider.

16 12.1.2 The CRM Technology platform proposed by the Bidder shall have capabilities to handle in-bound calls, as well as push and pull for SMS services, and accept incoming requests in the form of email

CRM- Any preferred platform for front end? Preferred database for backend? Our consortium partner has been managing the call center hardware and the requirements specified. Is this okay?

The platforms that will be used for front end and back end will be chosen in consonance with PFRDA. The Pre-bid Qualification (Minimum eligibility criteria) are elucidated under clause 12.1. The bidder will need to submit requisite documents as stated therein to prove its

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eligibility for the said bid.

17 12.1.2 Specific Criteria Will Inbound SMS facility be used only for the Grievance

The SMS facility will not be used for the handling of grievances. For grievances, PFRDA has put in a separate grievance facility under CGMS- Central Grievance Management System.

18 12.1.2 Specific Criteria Do we need to extend the CRM access to PFRDA and the other facility providers (like POP, CR, TB)

No.

19 12.1.2 Specific Criteria Will existing CRM data be available for handling open cases at the start of the contract?

The successful bidder will be provided ample time for hand-holding and knowledge transfer such that all data, reports etc. available with the previous service provider is available with bidder.

20 12.1.2 Specific Criteria We are currently operating processes for Govt. institutions across the world. Can this be considered for the requirement?

The Pre-bid Qualification (Minimum eligibility criteria) are elucidated under clause 12.1. The bidder will need to submit requisite documents as stated therein to prove its eligibility for the said bid.

21 12.1.2 Specific Criteria Although we have a call center in Delhi, is there a requirement to have the NPS call center in Delhi.

The Pre-bid Qualification (Minimum eligibility criteria) for location is elucidated under clause 12.1.1 XII.

22 12.1.2 Specific Criteria Our consortium partner has been managing the call center for large businesses. Is this okay?

As per 12.1.1 Clause I- The bidder shall be a registered company in India under the Companies Act 1956/individual/sole proprietorship firm/ registered Partnership firm or registered Limited Liability Partnership. In light of the same, a consortium partner may not be eligible for the said bid. Also, in such a case, the bidder will need to

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submit requisite documents to prove its eligibility for the said bid.

23 4.6 Window of Operations 20 FTE for 7X8 operations or should we suggest FTE count. Is the Service Provider free to utilize staff as per call forecasts or is 160 login hours mandatory on all days.

As per clause 4.8.1.1 The Service Provider shall have to provide a minimum capacity to handle 160 man hours on all working days.

24 4.8.1.1 The Service Provider shall have to provide a minimum capacity to handle 160 man hours on all working days. The minimum capacity to handle calls per day should be 1600 calls at an average handling time of 6 minutes per call.

Please share historical interval/daily/ monthly/ annual call volumes. Also is it mandatory to have 1 toll free number? Can we opt for 2/3 toll free numbers in case we want to run the call center in 2 different cities?

Presently, two toll free numbers are in operation. However, to cater to the high call volumes and large geographical area, the Authority may consider adding more toll free numbers.

25 General General Training support and requirements- How will the Train the Trainer be conducted by PFRDA to the Service Providers

The Trainers will be trained by the designated officers of PFRDA. However, the costs in respect of the transport and training of the executives will need to be borne by the service provider.

26 General General What are the current challenges / pain points in the existing operation delivery set-up?

Details in respect of the same will be provided to the bidder upon selection.

27 General General What is current size of the NPS subscribes and the rate of increase.

The detailed NPS statistics are available at the NPS Trust website www.npstrust.org.in.

28 General General Will PFRDA provide existing database to create knowledge bank. Also, should this be shared with PFRDA on a real time basis during operations?

The successful bidder will be provided ample time for hand-holding and knowledge transfer such that all data, reports etc. available with the previous service provider is available with bidder.

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Pre- Bid Queries from Tata- BSS

Sr. No

Section No. / Clause No.

Content of RFP requiring Clarification(s)

Points of clarification Remarks

1 9.1.1. vii 9.1.1 Provide requisite infrastructure to handle the calls as per the procedure given above. Some of the facilities/ equipment which must be provided in the NPS Information Desk are as follows: vii. Hot Button Programming on all Telephone sets

Please elaborate on the requirement "Hot Button Programming"

The said programming refers to the availability of technology platform vide which calls, if required, may be transferred in/out of the system at the push of a button by the call center executive.

2 9.1.1. viii Conferencing Facility on Telephone sets Please confirm if the required conferencing facility is for conferencing with the internal support staff, or is it required to conference with agencies outside the vendor premises. Also kindly confirm if the NPS experts would be stationed in the vendor premises.

The details in respect of the L2 Support people would be shared beforehand with the service provider. The Information desk would have the responsibility of and should have the technical capability to call routing facility to connect to the CRA call-center and other call-center/help-desk operated by other stakeholders of the NPS.

3 9.1.8 Installation, shifting of the Information Desk telephone connections, both for incoming (for receiving toll free calls from citizens) and outgoing (for conferencing with L2 support) telephone lines

Please confirm that the TFN and PRI lines required would be owned by NPS and the same would be used for transferring of them to the vendor premises Also if the TFN and PRI lines would be in the name of NPS, NPS, would need to do the registration, installation etc. Kindly share in your inputs

The Service Provider would be responsible for installation, shifting of the Information Desk telephone connections, both for incoming (for receiving toll free calls from citizens) and outgoing (for conferencing with L2 support) telephone lines in the Information Desk and for settling day-to-day issues related to breakdowns, disconnections etc. with the telephone companies. PFRDA would make payment directly or reimburse the telephone bill which is in the name of PFRDA. The Information Desk Service Provider would bear the cost of registration charges,

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installation charges, and security deposits, if any, for the telephone connections in the Information Desk, whereas PFRDA would reimburse the payments made towards telephone bills, in the name of service provider, if any, to the service provider without any extra service charges. Any disputes with the telecom operator would be handled by the Information Desk Service Provider.

4 9.1.1.xvi _ -

5 5.3 Technology The complete NPS Information Desk solution needs to be implemented at the Service Provider’s premises. PFRDA expects the Service Providers to submit a complete, detailed proposal covering all items of the implementation, covering all the hardware and related infrastructure and any required software licenses in an itemized format with all relevant details. The NPS Information Desk infrastructure will comprise of IVRS, Switch/PBX, ACD, CTI, Call Logger, Reporting System etc. of sufficient capacity. The bidder is responsible for providing at its cost all latest and upto date infrastructure elements for providing NPS Information Desk services -Premises, Agents, Agent Software Licenses, IVRS licenses, Supervisor Licenses, PRI lines for

Does NPS uses the SMS for both PUSH and PULL? If so then kindly specify the volume. Also we assume the cost for the same will be reimbursed at actuals kindly clarify

The SMS facility is being provided as an additional channel through which the prospective/ existing subscribers interact for receiving details like fresh developments and for receiving clarifications in respect of NPS. all the costs in respect of the SMS received/ replied etc. and the costs of maintaining the lines will be reimbursed on a monthly/ quarterly basis (as is decided in the contract) to the service provider.

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Inbound , PRI line for Outbound , Internet connection, switches , Media Gateway, CRM Software, CRM and Database server and software at the NPS Information Desk location for storing information, LAN, head set, PCs, SMS server, etc that is all manpower, hardware and software associated with operationalizing the NPS Information Desk.

6 General General Does NOS expect an Omni Channel support from the vendor?

As per clause 5.4.3 CRM shall support Voice, Email, and Web based complaint lodging, resolution, and response features using channels such as Voice, SMS, Email, Web.

7 5.4.5 CRM functionality shall also be capable of taking caller satisfaction feedback on SMS or IVRS. CRM shall be capable of generating SMS in respect of a sample of callers (such as 5th caller who spoke to agent), to get a feedback about quality of response and satisfaction level or for landline users caller satisfaction feedback can be taken over IVRS. The criteria for defining select callers will be as decided by PFRDA from time to time. This feature will be used to assess the quality of NPS Information Desk service

Does NPS expect both IVR and SMS feedback system or is any one of these channels would be required for taking the feedbacks

Feedback forms an important part of each call (inbound/ outbound) made to/ by the service provider. The service provider would be expected to take the feedback of the caller/ the person being called at the end of each call, obtain a rating (preferably on 5/10 point scale). The rating so obtained would also form a part of the SLA.

8 5.6.5 IVRS shall answer enquiries by prompting callers to input data onto the touch-tone keypad, look up the records in a database and speak back

Please confirm if NPS would provide the required database for getting the authentication done over IVR

The IVRS design, input sequence and query database to deal with the input based queries would be designed in consonance with PFRDA.

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information in Hindi/English/Regional languages. It shall also be able to ask the caller for information, accept the answers as they are entered on the keypad and store the information in a database.

9 5.9.1 If felt in near future, this solution shall be used to support resolution of queries received by email through a dedicated email id. The mailbox will be provided and hosted by the PFRDA and will be either received directly on the email or through a feedback form on PFRDA portal. The emails will be automatically forwarded by PFRDA to an email address provided by the Service Provider. The Service Provider shall design and implement an email response system.

Please confirm if the NPS email access would be provided to the vendor for carrying out responses and receiving emails

The vendor will interact with any other intermediary, unless otherwise specified, expect designated officials of the authority and that too from a generic email id of the provider. No NPS email access would thus be provided to the service provider.

10 General General Please mention if any security policy needs to be adhered to by the vendor

PFRDA expects that the bidder adheres to the minimum Security Levels as mentioned under 2. Technical Evaluation Criteria (Ref. Sec. 14.5.2)

11 Table 1.6 Information Desk Service Level Requirements & Measurements- System Uptime

Can the system uptime requirement of 99.99% be relaxed (to 99.5%)

The conditions of the RFP will remain the same.

12 9.1.1 9.1.1 Provide requisite infrastructure to handle the calls as per the procedure given above.

Kindly specify the specifications (along with make and model) and the exact functionality usage of the server

The computer hardware and infrastructure specifications would be decided in consonance with PFRDA with the successful bidder upon award of contract.

13 General General Please clarify if a shared technical infrastructure would suffice or does NPS expect a dedicated infrastructure

Although the Authority does not call for a dedicated physical space, it expects that computer infrastructure for the NPS

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helpdesk should be separate (in case the call center is handling jobs for many clients) and the reports etc. should be exclusive.

14 General General Please confirm if the vendor need to be access any applications of NPS, if so kindly specify the mode of connectivity leveraged to vendor i.e., MPLS or internet and specify the bandwidth which needs to be catered per seat

The vendor does not need access of any NPS application. However, it is expected that the call center executives have access to basic internet connections.

15 General General IF the MPLS is needed to be catered, then please specfiy NPS Data centre and disaster recovery location details

Not applicable, as the vendor does not need access of any NPS application.

16 4.4.3 Out-bound services includes calling prospective and existing subscribers providing information about various schemes under NPS, answering emails and sending SMS/emails to subscriber about products, location details of POP-SP/Aggregators etc. The data base available with the existing NPS Information Desk, data base provided by PFRDA or on its behalf by other intermediaries shall be utilized for making outbound calls and sending SMSs/emails. The service provider would also route calls to POP, CRA, Aggregator, Trustee Bank, Pension Funds, Annuity Service Providers etc. as per subscribers need.

Please confirm if the out bound calling be limited to Campaigns or would there be any requirements by this channel. Also please confirm if the calling data would be provided by NPS

The outbound calling would consist of, but not limited to, the following:

calls to abandoned calls (i.e. calls of people going unanswered/busy while making a call to the call center toll free number). This data in respect of abandoned calls should be captured by the ACD system of the vendor to be exclusively placed for the NPS helpdesk.

calls to numbers which have sent SMS to the NPS helpdesk designated number

any other campaign based call as decided by the Authority. The numbers for such campaigns would be provided by the authority.

17 General General What is the scope for web interaction, is it limited to ticketing system only

Not applicable, as the vendor does not need access of any NPS application.

18 General General Could you please share the sample data for beneficiaries that needs to be stored in the

The said details in respect of data points and formats etc. would be designed in

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CRM consonance with PFRDA.

19 5.1.8 5.1.8 The Experts at Level 2 Support shall try to answer the calls. In case, Experts at Level 2 Support are not able to answer the Call then the Call will remain pending. These will be compiled by the NPS Information Desk and sent to the designated PFRDA official or that of the authorized intermediary in print/ e-mail format for Level 3 support.

Is the CRM required only for the L1 support or will it be also extended to the L2 and L3 supports

The CRM would be limited to L1 support only.

20 4.8.2.2 Service Provider shall build a FAQ database / knowledge bank and step by step query resolution workflow based on commonly asked queries/feedback.

Please confirm if NPS has existing FAQ database. If so, could you please share the same with us

The existing NPS FAQ database is available on PFRDA website www.pfrda.org.in.

21 5.4.5 CRM functionality shall also be capable of taking caller satisfaction feedback on SMS or IVRS. CRM shall be capable of generating SMS in respect of a sample of callers (such as 5th caller who spoke to agent), to get a feedback about quality of response and satisfaction level or for landline users caller satisfaction feedback can be taken over IVRS. The criteria for defining select callers will be as decided by PFRDA from time to time. This feature will be used to assess the quality of NPS Information Desk service

Please confirm if NPS expects an automated dialer/SMS system

No.

22 5.4.2 The CTI/ CRM functionality shall support relevant screen pop- ups, to the agent along with the details of the previous calls during the last 30 days, on the agents desktop on the

Please share the current size of subscriber detail

The detailed NPS statistics are available at the NPS Trust website www.npstrust.org.in.

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basis of CLI, DNIS (Dialed number identification sequence) etc. The agent application shall be GUI based.

23 5.4.2 The CTI/ CRM functionality shall support relevant screen pop- ups, to the agent along with the details of the previous calls during the last 30 days, on the agents desktop on the basis of CLI, DNIS (Dialed number identification sequence) etc. The agent application shall be GUI based.

Please specify the duration till when the CRM is required to hold the subscriber details.

The vendor is expected to hold the subscriber details in the CRM till the expiry of the contract.

24 General General Please confirm if the scope of inbound calls is limited to the creation of a ticker and it's resolution

The scope of the inbound calls is to provide information in respect of NPS to the caller and it does not involve resolution of any grievance.

25 4.8.2.3 Service Provider will be required to provide & update Knowledge Base & FAQ Database regularly in consultation with PFRDA.

Will the knowledge base be updated offline or a process to be developed online for updates and approvals

PFRDA doesn’t specify a methodology for the updation of knowledge base. However, it expects that the service provider should keep itself and its executives apprised of any fresh developments in policy, procedures etc. through regular trainings and regular interactions with designated officers of the authority.

26 General General Please specify the expected bifurcation of FTEs in the inbound, outbound and email processes

This will depend on the call volumes and the supervisor will be responsible for ensuring that maximum utilization of the call executives is ensured on daily basis. The priority of the call may be decided by the call center in consultation with PFRDA

27 General General Please help us with the expected volumes and average handling time for the calls and emails

The average handling time as envisaged by the authority to provide the required information in respect of NPS is 6 min. However, no forecasts can be made I respect

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of the call volumes.

28 General General Please confirm if NPS requires any dedicated support staff (Team Leader, Quality Executive etc.). If yes, then kindly help us with the expected agent to support staff ratio.

The authority requires that call executives to be stationed at Information Desk shall be min. 20. Preferably the Service Provider should appoint one Information Desk Supervisors for taking care of the administrative requirements at the Information Desk. However, PFRDA leaves it up to the Service Provider to propose the most suitable people architecture for the Information Desk.

29 3.2.1 Languages Supported: The NPS Information Desk should have capabilities to support multiple Indian languages to be able to effectively provide information about NPS schemes available for various segments of the society. Initially language support will be required for Hindi & English only and the NPS information Desk should have the capabilities to upscale its operations to facilitate response in Tamil, Telugu and Bengali In future however, PFRDA may want to extend the call facilities in additional Indian languages such as Malayalam, Kannada, Marathi, Gujarati, Assamese and Odia also. As such, the Service Provider shall have the capability of providing call services in other Indian languages. The Service Provider shall provide desired no. of call executives conversant with other languages. It is

Please help us with the expected number of FTEs which would be required for regional language support (after expansion)

No forecast to this effect can be made at the present moment. The Service provider would be provided with ample time to scale up its operations in this regard. Also, the scaling up in this regard, if any required, would be in line with the clause 4.8.1.2.

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thus expected that Service Provider will train the call executives to handle calls in languages decided by PFRDA

30 General General Please confirm if NPS expects the vendor to be operating out of a single premise or a split of the FTEs across locations is permissible

Presently, PFRDA prefers that the service provider should have a call center situated in Delhi NCR However, to cater to the high call volumes and large geographical area, the Authority may consider adding more toll free numbers.

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Pre- Bid Queries raised during the Pre-bid Meeting at O/o PFRDA on 27-01-2016

Sr. No

Section No. / Clause No.

Content of RFP requiring Clarification(s) Points of clarification Remarks

1 11.2.1 Earnest Money Deposit (Bid security) Whether EMD condition be relaxed for MSME or organizations registered with NSIC (National Small Industries Corporation)

Yes, only if the exemption is allowed under extant rules applicable to SSIs registered with NSICs.

2 14.5 (d) Table 4: Weightage Breakup A: Past Experience in related areas

Turnover from domestic inbound call center business

Request to change the clause as Turnover from domestic call center business

To make the condition parallel to the clause 12.1.1 (I) the said clause may hence be read as Turnover from domestic call center business. Consequently, the clause A.1 of the Technical Evaluation criteria table is modified and be read as Turnover from domestic call center business.

3 General Not specified Whether companies in a consortium be considered eligible for bidding for the said contract?

As per 12.1.1 Clause I- The bidder shall be a registered company in India under the Companies Act 1956/individual/sole proprietorship firm/ registered Partnership firm or registered Limited Liability Partnership. In light of the same, a consortium partner may not be eligible for the said bid. Also, in such a case, the bidder will need to submit requisite documents to prove its eligibility for the said bid.

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Pre- Bid Queries from Caretel Infotech Limited

Sr. No

Section No. / Clause No.

Content of RFP requiring Clarification(s) Points of clarification Remarks

1 12.1.2 The bidder shall have a net profit in at least three of the previous five financial years and the average turnover from call center business shall not be less than Rs 15 crores in the last three financial years.

We would like to request that we have operating profit for all the five years however the net profit is for the last 2 years of the last 5 years. This is due to investments and resulting depreciations. Therefore we request provide relief in this condition considering operating profit only 2 years of the last 5 years instead of the 3 years. Or make the amendment that the bidder should have net profit for at least 3 years out of last 6 years.

The conditions of the RFP will remain the same.