Amendment to RFP for IGCC (IRDA Grievances Call Centre)
In terms of Section 2 (Page 3) of the Request for Proposal (RFP) for Setting up of IRDA Grievances Call Centre dated 22/04/2010 , IRDA has decided to make the following amendments to the RFP:
Amendment 1: Section 6 Scope of Work
| As appearing in RFP |
Amended as |
| The bidder will provide the complete infrastructure for running the IGCC including network, manpower, PCs, Network devices, Telephone equipments, cabling etc, maintenance of equipments, subscriptions to software licenses, Anti‐virus, ATS etc. |
The bidder will provide the complete infrastructure for running the IGCC
including Space, power,network, manpower, PCs, Network devices, Telephone equipments, cabling etc, maintenance of equipments, subscriptions to software licenses,
Antivirus, ATS etc.
|
Amendment 2 . Section 6 Scope of Work
As appearing in RFP |
Amended as |
Space and Toll Free numbers
from main telecom operators
providing the said service in India will be the responsibility of IRDA. |
Only Toll Free numbers
from main telecom operators providing
the said service in India will be the responsibility of IRDA. |
Amendment 3: Section 3 IGCC Specification
As appearing in RFP |
Amended as |
The IGCC is envisaged to be a true alternate channel for its Insured public consumers offering comprehensive
tele- functionalities (both manual
and IVR) to all Insurance consumer
segments, serving as a 12 hours X 6
days service platform, offering
multiple languages (To start with
Hindi and English, scalable to
include other scheduled languages
over a period of time mutually agreed between the Vendor and IRDA) and integrating channels (voice, email,
fax).
|
The IGCC is envisaged to be a true alternate channel for its Insured Consumers offering comprehensive tele-functionalities (both manual and IVR) to all Insurance consumer segments, serving as a 12 hours X 6 days service platform, offering multiple languages (To start with, English, Hindi, Telugu, Tamil, Malayalam, Marathi, Bengali, Kannada, and Gujarathi scalable to include other scheduled languages over a period of time mutually agreed between the Vendor and IRDA) and
integrating channels (voice, email, fax).
|
Amendment 4: Section 4.1 General
As appearing in RFP |
Amended as |
Primarily offer support in English, Hindi and offer multiple Indian languages
over a period of time – as the need arises to serve consumers from different parts of the country
|
Primarily offer support in English, Hindi
Telugu, Tamil, Malayalam, Marathi, Bengali, Kannada, and Gujarathi and offer other multiple Indian languages over a period
of time as the need arises to serve consumers from different parts of the country
|
Amendment 5: Annexure 1 Indicative Business Model
As appearing in RFP |
Amended as |
No. of Ports on the IVRS : Three
No. of Ports for CSAs : Five
No. of logins per day: Five
The IGCC services will be started with Five logins and it will be increased as per the need, no of calls received.
Logins required per day : Five approx.
|
No. of Ports on the IVRS : Five
No. of Ports for CSAs : Ten
No. of logins per day: Ten
The IGCC services will be started with Ten logins and it will be increased as per the need, no of calls received.
Logins required per day : Ten approx.
|
Amendment 6: Annexure 2 Proforma for Commercial Offer
As appearing in RFP |
Amended as |
Our price, inclusive of all taxes, (herein referred to as "the Contract Price") for the management of IGCC by us. |
Our price, all inclusive but exclusive of all taxes, (herein referred to as "the Contract Price") for the management of IGCC by us. |
Amendment 7: Annexure 2 Proforma for Commercial Offer
As appearing in RFP |
Amended as |
The IGCC services will be started with Five logins and it will be increased as per the need, no of calls received. Pl.quote rates for Five seats and also for additional seats, if there is need for expansion during the contract period. |
The IGCC services will be started with Ten logins and it will be increased as per the need, no of calls received. Pl.quote rates for Ten seats. |
Sd/-
(A.Giridhar)
Executive Director ( Admin istration & IT)
|