Tender Document PULL/PUSH SMS & EMAIL Bid Details Date of issue of tender document Last Date and time for submission of tender Date, time & Venue of Technical Bid opening Contact official contact Details

Contact- Any further clarification on Technical Matter

10th July,2013 31th July,2013 upto 4:00 pm st 1 Aug,2013 at 11:30 a.m. Seminar Hall Assistant Registrar (General) School of Open Learning University of Delhi Tele:- 2766-6974 I/C Computer Tele:-2766-2751, 2687-2581 email:[email protected] [email protected]

The tender forms can be obtained from the Section Officer(General) Room No. 206, School of Open Learning, University of Delhi between 10:00 hrs and 16:00 hrs(except the closing day)on all working days of the office on payment of nonrefundable fee of Rs. 500/-by cash or by Draft drawn in favor of “The Executive Director, School of Open Learning” payable at Delhi or can be downloaded from (www.du.ac.in or sol.du.ac.in ) and used for submission. In case of tender document downloaded the cost of Rs. 500/- in the form of separate DD should be enclosed while submitting the tender documents.

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Sub: Providing BULK PULL/PUSH SMSs and Mass email services for the students / faculty / staff of the S.O.L., University of Delhi

1. Introduction School of Open Learning has been using Pull & Push SMS services and mass email services for providing various information like result, dispatch of study material, admission tickets, PCP Classes etc. The school intends to procure the said services from competent and established service providers, who have ability to provide the services without any interruptions.

2. Objectives The key objectives of the school are to: (a) Improve its service levels to its students (b) Increase operational efficiency (c) Provide 2 way communications, where a student can access required information through Push SMS as well. (d) Increase the availability and accessibility of its services through different channels of communication. (e) Reduce costs (f) Better management (g) Communication through email with dynamic html / pdf attachment. (h) To remain in touch with students through different channels of communication.

3. Target Group All students, faculties, staff and other related parties of School of Open Learning as per requirement. There are more than 4 Lakh Students enrolled in the School.

4. Envisaged Services and specifications. The following services are envisaged: (a) Push & Pull SMS services for subscribers of all mobile service providers. (b) Mass e-mail services with dynamic attachment of html / pdf files. (c) An audit trail showing all outgoing SMS’s must be produced, also giving a hash total of the number of cell phones SMS’d and unsuccessful sms’s and reason for unsuccessful sms. (d) An audit trail showing all outgoing e-mails must be produced, also giving a hash total of the number of email-ids and emails that could not be delivered with a reason thereof. (e) There should be a provision of sending dynamic html / pdf attachment with email so that admission ticket ,exam form etc. can be sent by mail as well. The vendors qualified on all other parameters of technical evaluation will be required to provide a demonstration of sending dynamic html/pdf attachment with mass e-mail. Non compliance will result in disqualification. Signature and Seal of the Service provider

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(f) Sender-ID should contain SOL identity. (g) Service Provider will help the S.O.L. configure their account at the SMSC with a login and password to accept and successfully process SM traffic from Customer. (h) Service Provider will affix a time stamp on each SM/EMAIL successfully delivered in the Indian Standard Time. (i) The bidder should provide API and support in integrating PULL/PUSH SMS Service with our application.

5. Solution Requirements (a) Vertical and horizontal scalability. (b) Adaptability. (c) Flexibility. (d) Cost-effectiveness. (e) High Performance in terms of speed, reliability and delivery. . (f) There must be a mechanism to build business rules (business rule builder) to be used to generate SMS’s, e.g. generate SMS as soon as exam result is inserted in the table. These business rules must be able to be triggered automatically and manually. The solution must also be able to handle complex business rules. (g) Securely send batches of SMS messages. (h) Confidentiality of data. (i) Access to all CDMA/GSM networks nationally. (j) Secure encrypted connection with guaranteed delivery. (k) Ease of customization. (l) Ability to integrate with the school’s ERP system. (m) Provision of sending at least 5.0 lacs E-mails with dynamic html/pdf.

6. Technical Environment


The School ERP is a browser based system using.net.

7. Procedure for submission of quotations: The interested parties may submit their quotation as specified in Part-I and Part-II forms enclosed as per following procedure: (a) (i) The interested parties will submit bid as per the format given in the respective annexures to this tender along with supporting documents. Non-compliance of the requirement may lead to rejection of the bid (ii) All prices and other information like discounts etc. having a bearing on the price shall be written both in figures and words in the prescribed form. Where there is a difference between amounts quoted in words and figures, the amounts quoted in words shall prevail.

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(b) Each page of the offer shall be numbered and bear the signature

and Stamp of the service provider at the bottom. All offers shall be either typewritten or written neatly in indelible ink. Any correction should be properly authenticated. (c) The Registration number of the firm along with ST/CST number allotted by the Sales Tax authorities in addition to PAN / TIN allotted by the IT Deptt shall invariably be given in the quotation.

(d) The Excise Duty, Sales Tax/ VAT etc., as applicable should be quoted separately in absence of which it will be presumed that they are included in the rates and SOL shall have no liability to pay these charges.

(e) Certificate of registration as telemarketer. (f) The offers in the prescribed format should be addressed to A.R.(General) under sealed cover. This is a two-bid system. The first sealed cover shall be superscribed “Quotation for Technical Bid with Terms and Conditions”. The second sealed cover shall be superscribed “Quotation for Financial Bid”. Both these Envelopes, after being sealed properly, shall be put into a third cover, which should be properly sealed before it is sent/ submitted. The third sealed cover shall be addressed to the “ ARGeneral , School of Open Learning 5 Cavalry Lines University of Delhi Delhi-7”. This cover should be superscribed “Quotation for Pull/Push SMS and e-mail services”.

(g) The first cover shall contain all details about supply, Service capability, experience, number of qualified service engineers, service centers with technical resources available for the support services, and other information as per ‘conditions to qualify for evaluation of technical bid at Clause 8. The earnest money deposit shall be kept in this envelope. Those who do not qualify the pre-qualification conditions shall be summarily rejected and their Financial Bids shall not be opened.

(h) No term & Condition will be entertained in Financial Bids. (i) The SOL shall not be responsible for any delay in submission of the quotations. The quotation submitted by telex/telegram/fax or e-mail would not be construed as a valid quotation and will not be considered. No further correspondence will be entertained on this matter.

(j) The “Technical Bids with Terms and Conditions” shall be opened in the first instance in the presence of representatives of the parties who may wish to be present. Only one authorized representative per party, will be permitted to be present at the time of opening of the quotation.

(k) SOL has the right to reject any or all of the quotations at its sole discretion without assigning any reason thereof.

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(l) The Technical quotations will be opened at 11:30 a.m. on 31st July,2013. The date and time of opening of financial bid will be informed by e-mail separately to qualifying bidders.

8. Qualification Criteria and supporting documents: (a) The bidder should be a company, registered / incorporated under the Companies Act, 1956 in India for more than three years. The bidder shall provide copies of the ‘Article of association of the company’. (b) The bidding company should have made turnover of at least Rs. 30.0 lacs during the last three financial years for each year. Copy of the Annual Report of the company for the last three years (2010-2011 , 2011-2012, 2012-13) should be attached. Turn over in India for the last three years must be mentioned. (c) The bidding company should have experience in providing Pull/Push SMS services for the last three years and email service for last one year. The bidder shall provide details of supply / provisioning of such work orders executed in last three years alongwith details of organizations for which work was executed, value of order, time period for which the service was asked for, user feedback, etc. (d) The bidder should have provided SMS services (Push & Pull) to a minimum of five organizations of which at least three entities should be Government Institutions. Services provided to such organizations should be for at least for six months at a stretch. Supporting document should clearly exhibit the status of required experience. (e) The bidder should have executed at least one order of at least 30 lakhs SMS & email alerts in the previous financial year. (f) The bidder should also have executed order of pushing more than 5,00,000 messages and e-mails each per day. The bidders are required to submit supporting document clearly exhibiting the status of required experience. (g) The bidder should have a support office in Delhi NCR to provide onsite support immediately on call. Service Provider should indicate the details of their branches/channel partners for providing services with their address, telephone numbers , E-mail and number of service engineers at that office who can resolve the problem if any put up by the purchaser during the service period. (h) The SM service has to be provided only through genuine license holder.

The bidders are required to provide valid supporting document to provide such services through genuine license holder. (i) The bidders shall provide a copy of user manual describing screen interface and the key features of the SMS and E-mail service interface. (j) Bidder should submit supporting documents for all the above pre - qualification criteria. (k) In addition to above, furnishing of a brief write up describing the key features why the service is suitable for meeting the SOL’s needs by the bidders will be appreciated.

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9. Earnest Money Deposit (a)

Earnest Money Deposit (EMD) amount of Rs.25,000/-(Twenty Five Thousand) shall be submitted along with the offer. The EMD shall be in the form of a Demand Draft or Bank Guarantee from any Scheduled Bank drawn in favor of Executive Director SOL payable at DELHI. A quotation NOT accompanied by the EMD shall be summarily rejected. EMD should be submitted with technical bid.

(b)

No Interest shall be paid by SOL on EMD.

(c)

The EMD deposited is liable to be forfeited if the service provider withdraws or amends impairs or derogates from the quotation in any respect, within the period of validity of his offer.

(d)

If the successful service provider fails to furnish a Performance Guarantee on terms and conditions laid down by the SOL, the Earnest Money shall be forfeited by SOL.

(e)

The EMD of all unsuccessful service providers shall be refunded on or before the 30th day after the award of the contract.

10. Evaluation of Proposal (a) The tender ‘Evaluation Committee’ will evaluate the technical bids on the basis of technical parameters and Background Information in terms of clauses 4 to 9 above. If considered necessary, the Committee may decide to visit and inspect Service provider site. Other related sites, as it may find worth in order to gather further information leading to evaluation of bids. Service provider will be bound to provide all necessary information as desired by Committee at such sites. The short-listed vendors will be called for demonstration in terms of clause 4(e) at a specified date, time and venue. On successful demonstration only, the bidders will be declared technically qualified. (b) The Financial Bid of the technically qualified bidders only shall be opened in the presence of their representative, who may wish to be present, on a specified date and time, communicated by the S.O.L. (c) While evaluating Financial bids total cost of the solution for 25,00,000 (Twenty Five Lac) email and sms’s each will be evaluated.

11. Acceptance of quotation : (a) The bidders, before submitting bids, must understand and ensure that they fulfill completely all the conditions / requirements laid down for providing of required services and submission of offers as detailed in the preceding clauses and subclauses. Clarifications required, if any, may be sought from this office before submission of bid.

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(b) Bids, which are not complete in all respects as stipulated above, shall be summarily rejected. Alterations, if any, in the quotation bid shall be attested properly by putting their signatures and seal by the service provider, failing which the quotation is liable to be rejected. (c) The Registration number of the firm with excise / service tax authorities along with PAN/TIN allotted by the IT Dept shall invariably be given in the quotation.

(d) The S.O.L. reserves the right to reject any quotation without assigning any reason. The S.O.L. would not be under obligation to give any clarifications to those vendors whose quotations have been rejected.

12. Effect and Validity of Offer (a)

The bid offer shall be kept valid for acceptance for a minimum period of 90 (Ninety) Calendar days from the Financial Bid opening date.

(b)

Order shall be placed as per SOL’s requirements by AR General for provision of the service. The successful Service provider will make provision of the services within a maximum period of 10 days from the date of issue of the purchase order. The service provided would be subjected to appropriate testing to the satisfaction of SOL. If the service provider fails to initiate services within 10 days, the award of contract shall be treated as cancelled and EMD / performance guarantee will be forfeited. (a) The contract shall be valid initially for a period of one years. Further extension of one more year may be considered subject to the satisfactory service and with mutual agreement with financial benefits, due to reduction in Service cost if any, to SOL. (b) S.O.L. reserves the right to place the order on the successful service provider for additional Service at the final rates. The Service provider is bound to accept the orders for additional Service during the period upto 12 months from the date of purchase order to the supplier at the approved rate or prevailing market rate which ever is less.

(e)

All the terms and conditions for the supply, testing and acceptance, payment terms, penalty etc. shall be as those mentioned herein and no change in the terms and conditions will be acceptable.

13. Performance Guarantee The successful Service provider shall, deposit performance guarantee, equivalent to 10% of the estimated value of the contract for one year, in the form of bank guarantee. The validity of performance guarantee shall be for the entire period of Service Contract plus Two months. The performance guarantee shall be furnished within 15 days of dispatch of letter intimating acceptance of the offer in terms of Letter of Intent. Failure to furnish Performance guarantee shall be treated as breach of contract and entail cancellation of the contract, forfeiture of EMD and procurement of services from the next acceptable service provider at the Cost and risk of the Contractor (service provider at default). If the service provider is not able to provide and support the requisite services completely Signature and Seal of the Service provider

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within the specified period to the complete satisfaction of the SOL, the performance guarantee shall be forfeited.

14. Income Tax Deduction Income tax may be deducted at source as per rules.

15. Availability / Delivery of service and penalty Except for force majeure, scheduled maintenance & event of critical malfunction event or for causes not imputable to the service provider, Services should be available twenty-four (24) hours per calendar day with 99 % uptime during the contract. (a) The Service provider shall deliver the service within the time frame and in the manner specified in delivery request placed at the service provider’s portal. Any delay within the time fixed, except for the causes not imputable to the service provider, or in the event of repudiation of the contract the S.O.L. reserves the right to recover damage for Breach of Contract as indicated below

•

To recover from the Service provider liquidated damages of a sum equivalent to 2.0 percent of the price of the contract for each week or part there of during which the delivery is delayed subject to an overall ceiling of 10% of the total estimated contract value. Such penalty is to be deducted normally from the bills of the firm on the account and risk of the vendor. Once the maximum of the damages above is reached, the purchaser may consider termination of the Contract. (b) Contact any other Service provider without a show-cause notice to the contractor, on the account and at the risk of the Service provider of the service not so delivered, without canceling the contract in respect of the installments not yet due for delivery. (c) The opinion of the S.O.L. with regard to description and deliverability of the service will be final and binding. Any default on this count shall be treated as breach of the contract. (d) If the Service provider had defaulted in the performance of the original contract, the purchaser shall have the right to blacklist the service provider for procurement of services in future. (e) if the service provider failed to rectify the problem within 24 hours from the time of its being reported by way of mail or in writing, the liquidated damages shall be recovered at the rate specified in clause 15 (a). (f) Bidder should advise purchaser of all planned downtime or unavailability of Services or network, no less than One (1) calendar day, earlier than the date planned for such downtime or unavailability, except in case of emergency by mail.

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16. Service Provider’s Responsibilities (a) Selected Service provider shall provide the necessary arrangements/ infrastructure to the SOL, hereto to ensure the successful operation of the service. (b) The Service Provider will guarantee confidentiality of data in the form of an undertaking on 50 Rs. Bond paper. That the data being shared by the SOL will be strictly confidential and will not be shared for unauthorized purpose. (c) The Service provider will provide the S.O.L. direct connectivity to its SMSC & SMTP Server through Internet, and will give login and password access to one or more user as required by the S.O.L.. The connectivity would be preferably through the Service provider’s SMSC & SMTP. (d) The Service provider will ensure that the SMSC & SMTP accepts traffic sent by SOL. The delivery report of the same shall be made available to the SOL. (e) Service Provider should generate a delivery notification for each SM / EMAIL sent by SOL and should submit reports providing the time of receipt of SMS at their server, time of delivery to mobile subscriber concerned for each message, either on real time basis or daily offline basis. (f) Service provider will not change the content of the message, the originating party addresses or the destination party address unless otherwise agreed by both parties. (g) Sender-ID should contain SOL identity.

17. Payment Terms (a) Registration Charges for Long Code will be made in advance. (b) Bill will be submitted by the Bidder on monthly basis. Payment shall be made within 30 days of submission of bills duly supported by the system log with the performance report from the concerned user prepared every month. (c) The SMS not delivered under error codes pertaining to mobile switch off / not reachable / memory cap full will be assumed as delivered. Rest all error codes would be considered as not delivered and not chargeable. Undelivered E-mails would also be treated similarly. (d) A pre-receipted bill shall be submitted in duplicate in the name of SOL.

18. Settlement of Dispute & Jurisdiction In the event of any question, dispute or difference arising under these conditions or ‘Instructions to Service providers' or in connection with this contract both the parties shall try to resolve their dispute by mutual discussion within a period 30 working days failing which only the courts at Delhi/New Delhi will have Jurisdiction to adjudicate upon the matter.

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Annexure I

PART-I From: To

Date:

THE ASSISTANT REGISTRAR, General Section School of Open Learning University of Delhi Delhi-7 Dear Sir,

Referring to your above NIT calling for quotations, we submit the compliance details of the specifications of appliances given in your above referred letter. SPECIFICATION Please Write page Nos of supported documents The bidder should be a company, registered / incorporated under the Companies Act, 1956 in India for more than three years. The bidding company should have made turnover of at least Rs. 30.0 lacs during the last three financial years for each year. Turn over in India for the last three years must be mentioned. The bidding company should have experience in providing Pull/Push SMS services for the last three years and email service for last one year. The bidder should have provided SMS services (Push & Pull) to a minimum of five organizations of which at least three entities should be Government Institutions. Services provided to such organizations should be for at least for six months at a stretch. The bidder should have executed at least one order of at least 30 lakhs SMS & email alerts in the previous financial year. The bidder should also have executed order of pushing more than 5,00,000 messages and e-mails each per day. The bidders are required to submit supporting document clearly exhibiting the status of required experience. The Service Provider should have a support office in Delhi NCR . Have you attatched a brief writeup describing the key features why the service is suitable for meeting the SOL’s needs duly supported with complete details of the service quoted including details on quality certification (with copy of certification) The SM service has to be provided only through genuine license holder

Complied/ Non-Complied

The bidder should submit a certificate stating that the firm has not been blacklisted for last three years.

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Annexure II COMPLIANCE DETAILS SPECIFICATION

Please Write COMPLIED or NOTCOMPLIED

Technical Specifications as per clause 4 of the document. Earnest Money Deposit: As per clause 9 of this document. Payment terms (a) Registration Charges for Long Code will be made in advance. (b) Bill will be submitted by the Bidder on monthly basis. Payment shall be made within 30 days of submission of bills duly supported by the system log with the performance report from the concerned user prepared every month. (c) The SMS not delivered under error codes pertaining to mobile switch off / not reachable / memory cap full will be assumed as delivered. Rest all error codes would be considered as not delivered and not chargeable. Undelivered E-mails would also be treated similarly. No commitment assured from the Purchaser on minimum number of SMSs .

We submit that we will abide by all the terms and conditions given in your NIT referred above and compliance details given above.

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Annexure III (To be filled and sent in sealed envelope no. (1)) FORMAT OF QUOTATION FOR TECHNICAL BID (Information pertaining to deviation and compliance statement) Name of the Company _______________________________________ S. No.

1.

Requirements

Service offered

Deviations (if any) with remarks

As per Clause 4.

2. 3. 4. 5. 6. 7. 8.

1.

Please give brief description on the technical superiority of each service to be supplied by Service provider. Enclose the brief separately.

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Annexure IV

SERVICE DETAILS S.No.

NCR Service Centre Address

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Services Supported

No.of Service Personnel

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Annexure V PART-II Price Schedule (Financial Bid) (To be duly filled in and sent in sealed envelop no. (2) - each page must be signed with SEAL of the Service provider. NO Extra Terms and Conditions are applicable here. Clearly Mention Rates in Rs./Paise) To

THE ASSISTANT REGISTRAR, General Section School of Open Learning University of Delhi Delhi-7 Sl. Requirements No.

1.

Registration Charges Long code (Pull SMS)

2.

Monthly rental for longcode

3.

Per Outgoing SMS

4.

Per Outgoing E-Mail

5.

One time setup cost (Email)

6.

Any other Cost(Please specify)

Quoted Price (Rs./Paise)

Taxes (if any) give break up

. 1. 2.

In case the service to the Purchaser can be made free then the service provider must submit terms and conditions for execution of services. We, the service provider, agree to provide the above service in accordance with the requirement for the contract period specified in the Invitation for Quotations/ bid document on terms and conditions agreed to therein.

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