You are on page 1of 147

NWSC Nepal Water-Supply Corporation

NWSC

Nepal Water Supply Corporation

Tender No. NWSC/04/070-71 For


Supply, Delivery, Installation and Commissioning

Of

Customer Billing Software and Ancillary Equipment


June, 2013

Material Management Department, Central Office, Tripureshwor, Kathmandu, Nepal.


Page 1 of 147

TEL : 977-1- 4259758 FAX : 977-1- 4259857 E-mail: nwsc@mos.com.np Website: http://www.nwsc.gov.np

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

NWSC Nepal Water-Supply Corporation

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 2 of 147

NWSC Nepal Water-Supply Corporation

Table of Content
S.N
1. 2.

Section

Description

Abbreviations and Acronyms (Commercial) Glossary of Terms Used in this Document (Commercial)

Commercial Specifications 3. 4. 5. 7. 8. I II III IV V Invitation for Bids (IFB) Important Notice to Bidders (INB) Instructions to Bidders (ITB) Conditions of Contract (COC) Sample Forms Bid Form (Sample Form No. - 1) Bid Security Form (Sample Form No. - 2) Manufacturer's Authorization Letter (Sample Form No.-3) Performance Security Form (Sample Form No. - 4) License Format (Sample Form No. - 5) Letter of Intent (Sample Form No. -6) Letter of Acceptance (Sample Form No. 7) Contract Agreement Form (Sample No.- 8) Bidders Information Form (Sample No.- 9) Schedule of Requirement 9. 10. VI VII Schedule of Requirements Price Schedule and Quantity Thereof Technical Specifications 11. 12. 13. 14. VIII Chapter 1 Chapter 2 Chapter 3 Technical Specifications General Technical Specification Detail Technical Specification Hardware Specification

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 3 of 147

NWSC Nepal Water-Supply Corporation

Abbreviations and Acronyms


AMS .. AT .. COC . DCC . FAT . FC . GoN .. IFB . INB ITB . ITD . LOA .. LOI .. MMD .. MSD . NC . NWSC ... PAC . PAT . PC . Annual Maintenance Service Acceptance Test Conditions of Contract Delivery Completion Certificate Final Acceptance Test Fully Compliant Government Of Nepal Invitation For Bids Important Notice to Bidders Instructions To Bidder Information Technology Directorate of Nepal Water Supply Corporation Letter of Acceptance Letter of Intent Material Management Department of Nepal Water Supply Corporation Mobile Service Directorate Not Compliant Nepal Water Supply Corporation Provisional Acceptance Certificate Provisional Acceptance Test Partially Compliant

FAC . Final Acceptance Certificate

PoC . Proof of Compliance PPMO. Public Procurement Monitoring Office SOP . SOR . VAT .. WCC . Schedule of Prices Schedule of Requirement Value Added Tax Warranty Completion Certificate

TDS . Tax Deducted at Source

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 4 of 147

NWSC Nepal Water-Supply Corporation

Glossary of Terms Used in this Document


Bidder: Bidder is a person or an entity who submits the bid document under this tender. Blacklisting: It is enlisting or including the name of a person, affirm, or a company in a list seen as unacceptable or untrustworthy. Once the name is included in such a list, the person or the company is looked by suspicion and may not be allowed to participate in a bidding process. Bid Price: The price quoted by the Bidder in Bid Form. Bill of Quantities: The Priced and completed Bill of Quantities forming part of the Bid. Contract: The Contract means the agreement entered into between the Nepal Water Supply Corporation and the Supplier, as recorded in the contract agreement form signed by the parties, including all amendments and appendices thereto and all documents incorporated by reference therein; Contract Award: It is the decision of Nepal Water Supply Corporation to give responsibility to execute a project through contract agreement signed with a successful bidder. The awardee is responsible to execute the contract as per the agreement made with Nepal Water Supply Corporation. Corrupt Practice: It is the offering, giving, receiving, or soliciting, directly or indirectly, anything of value to influence improperly the action of the other party. Contract Price: The total price of all the goods and services included in the contract which will be payable to the supplier on the fulfillment of all obligations under the contract. Contract Document: The documents listed in the Agreement, including amendments thereto. Subject to the order of precedence set forth in the Agreement, all documents forming the Contract (and all parts thereof) are intended to be correlative, complementary and mutually explanatory Corruption: It is the dishonest activity especially the involvement in bribery. Corruption in case of construction projects is the action of the other party. Completion: The fulfillment of the related services by the Supplier in accordance with the terms and conditions set forth in the contract. Corrected Bid Price: Bid price obtained after the arithmetical error corrections Delivery: The transfer of the Goods from the Supplier to the Purchaser in accordance with the terms and conditions set forth in the contract. Day: The calendar day. Evaluated Price: The total price obtained after the Financial Evaluation. Fraudulent Practice: It is a practice of gaining of a materials advantage dishonestly. It is a practice that is false or impostor. It is any act or omission, including mis-representation, that knowingly misleads or attempts to mislead, a party to obtain a financial or other benefit or to avoid an obligation. Goods: All of the goods (Hardware and Software), which the supplier is required to supply and deliver to the Nepal Water Supply Corporation under the contract;

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 5 of 147

NWSC Nepal Water-Supply Corporation

Nepal Water Supply Corporation (NWSC): Khanipani Sasthan)

The purchaser, Nepal Water Supply Corporation (Nepal

Purchaser: The organization purchasing the Goods, i.e. Nepal Water Supply Corporation Supplier: The Supplier means the individual or firm supplying the goods under this contract; Successful Bid: The Bid that substantially complies with the technical, commercial and financial requirements of the tender and determined to be the Lowest Evaluated Price. Service: The services ancillary to the supply of the Goods, such as transportation and insurance, and any other incidental services, such as installation, commissioning, provision of technical assistance, training, warranty, Annual Maintenance Service (AMS), AMS and other such obligations of the Supplier covered under the Contract.

End of Abbreviations and Glossary

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 6 of 147

NWSC Nepal Water-Supply Corporation

Section I: Invitation for Bids (IFB)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 7 of 147

NWSC Nepal Water-Supply Corporation

Section I: Invitation for Bids (IFB)


Date: June, 2013 Tender No. NWSC/ 04/070-71

1. Nepal Water Supply Corporation (Nepal Khanipani Sasthan) has been operating to maintain the health
and convenience of the general public, make proper arrangements to make available pure drinking water on a regular basis and the system of sewerages in 22 districts of Nepal.

2. Currently Nepal Water Supply Corporation does not have Customer Billing Software; its following
traditional system of billing and record keeping of customer database. NWSC is now planning to deliver deploy faster, more effective customer billing software , having a thereby a systematic more organized and structured quality of service deliverance, converge customer support and outreach its facilities for its customers. In need to survive in this difficult economy and competitive environment, company must deliver an above-average customer experience in order to retain existing customers as well as acquire new ones. Hence, NWSC intends to have one Customer Billing Software to serve all NWSC customers. Nepal Water Supply Corporation therefore intends to purchase a Customer Billing Software System of the latest technology bundled with technical support, warranty and Annual Maintenance level services. For this purpose Nepal Water Supply Corporation (Nepal Khanipani Sasthan) invites sealed bids of the Tender for Supply, Delivery, Installation, Supervision, Commissioning and Technical Support and Warranty/Annual Maintenance (AMS) level Services for Customer Billing Software System. The evaluation shall be performed in three stages i.e. Preliminary Examination, Detail examination and Financial Evaluation. Responsiveness of the bids shall be determined after the Preliminary and Detail Evaluation of the Bids. Financial Evaluation determines ranking of the bids based on the evaluated price.

3. Interested bidders may obtain further information from the office of:
Nepal Water Supply Corporation (Nepal Khanipani Sasthan), Material Management Department, Central office, Tripureshwor Marg, Kathmandu, Nepal. Tel. No. : 977 1 4259758 Fax No. : 977 1 4259857 E-Mail : nwsc@mos.com.np Website: http://www.nwsc.gov.np

4. A complete set of bidding documents may be purchased by any interested bidder on the submission of a
written application to the above and upon payment of a non-refundable fee of NRs. 23,000.00 (Nepalese Rupees: Twenty Three Thousand only) or US$ 312 (US Dollars: Three Hundred Twelve only) or Euro 217.00 (Euro: Two Hundred Seventeen only). The Bidder shall procure the Bidding document by itself from the office mentioned in Clause No. 2 of this section and shall use the same bidding document for the preparation of the Bid proposal. The Bid proposal from the Bidder without procuring the bidding document by itself from the office mentioned above shall not be accepted. If interested bidder wishes to collect the document by courier service, additional US$ 70.00 (US Dollars: Seventy only) or Euro 60.00 (Euro Sixty only) or NRs. 6,000.00 (Nepalese Rupees: Six thousand only) will be charged to the bidder.

5. Bids must be accompanied by a Bid Security of US$ 75,000.00(In words: United States Dollars: Seventy
Five Thousand only) or Euro 51,970.00 (In words: Euro: Fifty One Thousand Nine Hundred Seventy only)
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 8 of 147

NWSC Nepal Water-Supply Corporation

or NRs. 5,530,500.00 (In words: Nepalese Rupees: Five Million Five Hundred Thirty Thousand Five Hundred only).

6. The bid security must be furnished or counter guaranteed by one of the banks listed in Annex-IV. 7. The Bidder may submit the bid security issued or counter guaranteed by the bank not listed in Annex-IV
with Nepal Water Supply Corporations prior written consent. In such a case, bidder shall make a request to accept the bank other than listed in Annex-IV, fifteen (15) days prior to deadline for the submission of bids. However, Nepal Water Supply Corporation reserves the right to accept or reject the bidders request without thereby incurring any liability to the affected bidder or any obligation to inform or explain the affected bidder of the grounds for Nepal Water Supply Corporations action

8.

If bidder wishes to submit the Bid Security in the form of cash, the cash should be deposited in Deposit Bank and submit the receipt of the deposited amount of cash along with the bid. The Bank details and Account number shall be provided to Bidder upon request. Bid documents will be available in soft copy (in CD) as well as in hard copy. The offer shall also be provided in the hard copy (documentation form) as well as in the form of soft copy in CD (in Word, Excel and PDF Format). Soft copy will be used for the easiness of bid preparation and for the easiness of bid evaluation only. In case of discrepancy between the two, the hard copy shall prevail.

9.

End of Section I: Invitation for Bids (IFB)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 9 of 147

NWSC Nepal Water-Supply Corporation

Section II: Important Notice to Bidders (INB)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 10 of 147

NWSC Nepal Water-Supply Corporation

Section II: Important Notice to Bidders (INB)


The Bid prepared by the Bidder, and all correspondence and documents relating to the Bid exchanged by the Bidder and the Purchaser, shall be written in English language.

Part A
Bidders are requested to study the tender document carefully. Absence of any of the following document will result in the rejection of the Bid. a) A clause by clause comment on Conditions of Contract and Technical Specifications. b) All pages containing Conditions of Contract and Technical Compliance Statement shall be signed and stamped with official seal by the bidder (authorized person). c) Detailed technical description and the performance characteristics of the offered equipments shall be included along with the bid document. d) Bidders Eligibility, Field proven-ness and Supply records of the offered equipment as specified in Clause No. 16 of Section III: Instructions to Bidders (ITB). All documents supporting as evidence for the clauses of eligibility of products shall be Authentic Documents (certificates with the letter head of the issuing authority duly signed with date by the authorized person, stamped with official seal and with name, designation of the signatory in the letter) regarding Bidders/Manufacturers experience and field proven-ness of offered System as mentioned in the Clause No. 16 of Section III: Instructions to Bidders (ITB). e) Quality Assurance Certificate ISO 9000 Series Certificates relating to the manufacturing of Customer Billing Software Equipment and related third party Hardware (Server, Routers etc). f) Letter stating that the bidder is not charged of blacklist or ineligibility for corrupt and fraudulent practices by Government of Nepal.

g) Letter stating that the bidder and manufacturer of offered goods are not having and not plan to have ownership with competitors of Nepal Water Supply Corporation in Nepal until the completion of all the contractual obligations.

Part B
The Original Copies of the following documents shall be submitted by the bidders for bid opening purpose, without which the bid shall be rejected. a) Bid Form duly signed with date by the authorized person and stamped with official seal as per Sample Form No. - 1 Bid Form of Section V enclosed in the bid document. b) Bid Security furnished in accordance with Clause No. 7 of Section III: Instructions to Bidders (ITB) and as per Sample Form No. - 2 Bid Security Form of Section V enclosed in the bid document. c) Price schedule duly filled and signed with date by the authorized person and stamped with official seal in accordance with Section VII: Price Schedule and Quantity Thereof for Customer Billing Software System and Ancillary equipment. d) Manufacturer's Authorization Letter as specified in Clause No. 16 of Section III: Instructions to Bidders (ITB) and proof of being the manufacturer for the offered goods in the form of Registrations certificates. e) The Power of attorney and signature specimen of the authorized person in a separate sheet shall be submitted along with the Bid.
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 11 of 147

NWSC Nepal Water-Supply Corporation

f)

Letter of Discount-In case, the bidder wishes to offer any sort of discount on goods, services, inland delivery, such letter of discount applicable to the main offer shall be attached to the 3 rd Envelope Documents for Bid Opening. The offered discount will not be considered for evaluation of bid if such letter is not attached with bid opening document. Any sort of conditions for discount shall not be entertained but such discount shall be proportionately absorbed in the unit price of all the goods, services and inland delivery at the time of contract and shall remain valid and applicable in all subsequent purchases on later dates as mentioned in clause no. 6.11 of Section III: ITB. The offered discount shall also be used for the evaluation and loading/Adjustment purpose. The discount letter attached in the 1st Envelope Original and 2nd Envelope Copy shall not be considered.

Part C
In order to simplify the process of Bid opening and also to economize the time consumed during the Bid opening, the Bidders are required to submit the above documents mentioned in Part -B in a separate sealed envelope marked as "DOCUMENT FOR BID OPENING". Otherwise, the bidder shall be fully responsible for the probable consequences that may result therein after.

Part D
Important Conditions of Contract a) b) c) d) e) The Bidder shall fully comply with the clauses related to Delivery, Installation, Supervision and Commissioning (Clause No. 5) and Warranty (Clause No. 6). The bid shall be rejected if the bidder fails to comply with Payment Terms as per clause No. 7 of Section IV: COC. The bid shall be rejected if the bidder fails to comply with Performance Security as per Clause No. - 4 of Section IV: COC. The bid shall be rejected if the bidder fails to comply with Taxes and Duties as per Clause No. - 11 of Section IV: COC. Bid with any deviation in the major clauses marked with asterisk (*), shall be rejected.

Part E
Technical Compliance Statement In order to assist the evaluation process, the bidders shall mention the relevant clause No., page No., chapter/section/volume of the offered bid document and/or the brochure and catalogue, wherever applicable, for the purpose of verification of their technical compliance statement.

End of Section II: Important Notice to Bidders (INB)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 12 of 147

NWSC Nepal Water-Supply Corporation

Section III: Instructions To Bidders (ITB)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 13 of 147

NWSC Nepal Water-Supply Corporation

Section III: Instructions to Bidders (ITB)


1 Cost of Bidding The bidder shall bear all cost associated with the preparation and submission of its bid, and the Nepal Water Supply Corporation will in no case be responsible or liable for those costs, regardless of the conduct or outcome of the bidding process. 2 Bidding Document

2.1 The goods/ services required, bidding procedures and conditions of contract are prescribed in the bidding documents. In addition to the Invitation for Bids, the bidding document shall include: a) b) c) d) e) f) g) h) i) j) Instructions to Bidders (ITB) Conditions of Contract (COC) Schedule of Requirements (SOR) and Schedule of Price (SOP) Technical Specifications Bid Form and Price Schedules Bid Security Form Contract Form Performance Security Form Manufacturers Authorization Form (If Applicable) Addendum/Clarifications issued in accordance with Clause No. 4, if any.

The bidder is required to examine all Instructions, commercial terms and conditions, forms, technical specifications, schedule of requirements etc. as included in the bidding document. Failure to furnish all information as required by the bidding documents or submission of an incomplete and/ or partially quoted bid will remain at the bidders risk and may result in the rejection of its bid. The bidder shall be duly authorized by the producer or manufacturer of the goods to supply the goods in Nepal, in case the bidder did not manufacture or otherwise produce it. 3 Clarification of Bidding Documents A prospective bidder requiring any clarification of the bidding documents may notify the Nepal Water Supply Corporation in writing at the mailing address indicated in the invitation for bids. The Nepal Water Supply Corporation will respond in writing to any request for clarification of the bidding documents received not later than Fifteen (15) days prior to the deadline for the submission of bids. Written copies of the Nepal Water Supply Corporation's response (including an explanation of the query but without identifying the source of the inquiry) will be sent to all prospective bidders who have purchased the bidding document. 4 Amendment of Bidding Document 4.1 The Nepal Water Supply Corporation, may, for any reason, whether at its own initiative or in response to a clarification requested by a prospective bidder, may issue clarification and corrections seven (7) days prior to the deadline for the submission of bids. 4.2 Such clarifications and corrections will be notified in writing to all prospective bidders who have purchased the bidding documents. Inclusion of such clarification and corrections will be binding on them. 4.3 In order to provide bidders reasonable time in which to take the amendment into account in preparing their bids, the Nepal Water Supply Corporation may at its discretion extend the deadline for submission of bids. 5 Composition of Bid Document
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 14 of 147

NWSC Nepal Water-Supply Corporation

The bid documents shall comprise documents and forms duly filled with date and signed by authorized person as mentioned in the Section I: Important Notice to Bidders. 5.1 Submission of the following documents and forms along with bid document are mandatory, without which, the bid shall be rejected. a) b) Bid Form (Sample form No. - 1) in accordance with Section V: Sample Forms; duly filled with date and signed by authorized person. Bid Security furnished in accordance with Clause No. - 7 of Section III: Instructions to Bidders (ITB) and the Bid Security Form (Sample form No. - 2) Duly filled with date and signed by authorized person. Price Schedule in accordance with Section VII and Clause No. 6 of Section III: Instructions to Bidders (ITB) duly filled with date and signed by authorized person. Manufacturer's Authorization Letter (as per Sample form No. - 3 of Section V) if the bidder is not a manufacturer of the offered goods/ items and certificates on proof of being manufacturer of the products offered for the related manufacturers. (Please refer to Clause No. - d: Part-B of Section II: Important Notice to Bidders.) The Power of attorney and Signature specimen of the authorized person in a separate sheet shall be submitted along with the Bid. (Please refer to Clause No. e of Part-B of Section II: Important Notice to Bidders.) Copy of the receipt for the purchasing of the Bid Document obtained from the Nepal Water Supply Corporation. A clause by clause comments on Conditions of Contract and Technical Specification. (Please refer to Clause No. - a.: Part-A of Section II: Important Notice to Bidders.) Bidders Eligibility, Equipment Field Proven-ness and Supply records of the offered Next Generation Contact Center . (Please refer to Clause No. 16 of Section III: Instructions to Bidders) All pages containing Conditions of Contract and Technical Compliance Statement shall be signed by the bidder and the consortium members (authorized persons) and stamped with official seal. Quality Assurance Certificate ISO 9000 Series Certificates relating to the manufacturing of Customer Billing Software Equipment and related third party Hardware (Server, Routers etc). Letter stating that the bidder is not charged of blacklist or ineligibility for corrupt and fraudulent practices by Government of Nepal. Letter stating that the bidder and manufacturer of offered goods are not having and not plan to have ownership with competitors of Nepal Water Supply Corporation in Nepal until the completion of all the contractual obligations. The Bidder shall submit the above documents from (a) to (f) in 3rd envelope sealed and marked as Document for bid Opening and remaining documents from (g) to (l) shall be enclosed in 1st envelope Original and 2nd envelope Copy as mentioned in Clause No 9: of Section III: Instructions to Bidders. Compliance Statements to Commercial and Technical Requirement In the offer, the bidder shall include clause by clause statement and sufficient documentation such that the Nepal Water Supply Corporation can validate the compliance statements. In the statement of compliance, the bidder shall state:i. ii. Fully Compliant" if systems and functions offered fully meet the tender requirement. Partially Compliant if the systems and functions offered meets the requirement partially. The bidder shall state the reason why the offer is partially compliant. However, if the bidder

c) d)

e)

f) g) h) i) j) k) l)

5.2

5.3

a)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 15 of 147

NWSC Nepal Water-Supply Corporation

is able to fulfill the specified requirement later, the time schedule for this shall be stated. In such cases, the bidder shall clearly mention the extent to which other requirements or specifications are affected. iii. iv. Non Compliant if the systems and functions cannot meet the requirements. The bidder shall also state reasons for it. Compliance statements such as Agreed, Noted, OK, Tick mark, Do (") and Understood etc. shall not be acceptable and shall be considered Non Compliant Bidders shall mention, along with the compliance statement, the relevant clause No., page No., chapter /section/volume of the offered bid document and/or the brochure and catalogue, wherever applicable, for the purpose of verification of the commercial and technical compliance statement.

b) c) d)

In case of absence or unclear statements of compliance for any specified requirement, the Nepal Water Supply Corporation will interpret that particular requirement as being "Non Compliant ". If the bidder has stated fully compliant against technical clauses with comments resulting in material deviation, such statement shall be considered as 'non compliant' If the bidder has stated partially or non compliant to some of the clauses, the successful bidder shall provision for all such requirements and make the bid fully compliant to all NT requirements at the time of negotiation. Bid Price and Bid Currency The bidder shall quote the unit prices and total bid prices of the goods it proposes to supply under the contract on the price schedule attached to this document.

6.1

The Bidders from Nepal shall quote in Nepalese currency on CIP Final Destination as mentioned in Section VII: SOP and payments will be made accordingly. This price shall be inclusive of taxes/duties such as VAT, Local Development Tax, Custom Duties, and Security Tax etc. applicable in Nepal. Such Bidder must submit up to date firm/Company registration certificate and Tax clearance certificate from Government of Nepal. The Bidder from outside Nepal shall quote in CIF/CIP Custom Entry Point Price and Inland Delivery cost to Final Destination:

6.2

a)

Bidder shall quote for goods in US$ or EURO on Custom Entry Point basis. The prices shall be exclusive of taxes/duties VAT, Local Development Tax, Custom Duties, and Security Tax etc. Applicable at the port of entry in Nepal. Bidder shall quote in Nepalese Rupees for the inland transportation cost from Custom Entry Point to Final Destination, inclusive of VAT applicable in Nepal.

b)

For this purpose, Custom Entry Point means Tribhuvan International Airport (TIA), India/Nepal boarder of Jogbani/Biratnagar, Raxaul/Birgunj, Sunauli/Bhairahawa, Rupadiya/Nepalgunj, Gaurifanta/Dhangadhi and China/Nepal boarder of Zhangmu (Khasa)/Tatopani. 6.3 All the prices of the services including inland transportation cost shall be inclusive of taxes/duties such as VAT, Local Development Tax, Custom Duties, and Security Tax etc. applicable in Nepal. Bidder shall submit VAT Registration Certificate from Nepal Government.
The Bidder may authorize any other service provider (Manufacturer/ Subsidiary/ Local Partner/ Local Agent/ Consortium Member) to provide the service in Nepal. However, other service provider (Manufacturer/ Subsidiary/ Local Partner/ Local Agent/ Consortium Member) shall submit VAT registration Certificate from Nepal Government at the time of signing of the Contract.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 16 of 147

NWSC Nepal Water-Supply Corporation

The Bidder providing service outside Nepal may quote in US$ or EUR. In such case price shall be exclusive of VAT. 6.4 6.5 The bidder shall be responsible to pay withholding tax (TDS Tax Deduction at Source) as per the Income tax law of government of Nepal applicable at the time of the payment. The Bidder from outside Nepal, if wishes to supply goods and Services with Nepal as country of origin or wishes to quote in Nepalese currency fully or partially, shall quote in Nepalese currency. This price shall be inclusive of taxes/duties such as VAT, Local Development Tax, Custom Duties, and Security Tax etc. applicable in Nepal. The Bidder shall submit Tax Invoice with VAT number. If the Supplier who has quoted the price in foreign currency wishes to receive the payment in Nepalese currency, the exchange rate applicable for such conversation shall be as per the exchange rate of the Bid Opening Date. In the case of Nepalese Bidder bidding on behalf of Principle manufacturer/Bidder (other than Nepalese), the Nepalese Bidder: i. ii. iii. iv. Shall be authorised dealer of the offered equipment and shall submit, along with the Bid, the Agency Registration Certificate issued by concerned authority in Nepal. Shall quote the prices as stated in clause no. - 6.1 to 6.5 of Section III: Instructions To Bidders (ITB). Shall submit Power of Attorney to submit and sign the Bid offer (If applicable) The Nepalese Bidder furnishing the Bid Security on behalf of the Principle Manufacturer/Bidder shall preferably state the Bidders name as M/S____ (Name of Bidder) bidding on behalf of M/S_____ (Name of Principal Manufacturer/Bidder). The name and address of principal company must be mentioned in the bid and the payments will be made accordingly to the principal company or the foreign company (not to the Nepalese Company. Nepal Water Supply Corporation shall open L/C in the name of Principle manufacturer and payment shall be made to the Principle Manufacturer only after deducting Tax deduction at Source applicable at the time of payment as per Income Tax law of Nepal.

6.6

6.7

v.

6.8

The prices shall be fixed and will not be subjected to any variation. Any bid not submitted as per the Clause No. 6.1 to 6.8 shall be rejected

6.9

The unit prices of all goods, services and inland Transportation (if Applicable) shall be quoted in Section VII Price Schedule. In the column related to Price (Unit and Total Price) in Price Schedule (Section VII), except monetary value, Bidder shall not quote any other text such as Included Above, Not Applicable, Not Available, Free of Cost etc. In case, the bidder wishes to offer any sort of discount on goods, services, inland delivery, such letter of discount applicable to the main offer shall be attached to the 3rd Envelope Documents for Bid Opening. The offered discount will not be considered for evaluation of bid if such letter is not attached with bid opening document. Any sort of conditions for discount shall not be entertained but such discount shall be proportionately absorbed in the unit price of all the goods, services and inland delivery at the time of contract and shall remain valid and applicable in all subsequent purchases on later dates as mentioned in clause no. 6.11 of Section III: ITB. The offered discount shall also be used for the evaluation and loading/Adjustment purpose. The discount letter attached in the 1st Envelope Original and 2nd Envelope Copy shall not be considered. The quoted unit prices shall remain valid until Five (5) years from the date of completion of Warranty Period as mentioned in the Clause No. 6 of Section IV: COC and applicable in all subsequent purchases on later dates within or after the warranty period.

6.10

6.11

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 17 of 147

NWSC Nepal Water-Supply Corporation

6.12 6.13

Unit Prices of the offered goods, services and inland Transportation in all lots, phases and packages shall be same. The terms FOB, CIF, CIP, etc., shall be governed by the rules prescribed in the current edition of INCOTERMS published by the International Chamber of Commerce, Paris. However, the risk shall be covered as per Clause No. 14 of Section IV: COC. Bidder shall not quote goods, services, inland delivery in Free of Cost (FOC) basis. In case Bidder quotes a Free of Cost items, the quoted unit price of the FOC item shall be used for the subsequent purchase to be made as per the clause No. 6.11 of Section III: ITB provided that the quoted Unit Price is lowest among all the responsive bidders. If the quoted unit price of the FOC item quoted by the bidder is not lowest among all the responsive bidders or if the unit price for FOC item is not quoted at all, then lowest unit price among other responsive bidders shall be considered as unit price of the FOC item and shall be used for the subsequent purchase to be made as per the clause No. 6.12 of Section III: ITB.

6.14

7 7.1

Bid Security Pursuant to clause No. - 4 of Section I, the bidder shall furnish, as part of its bid, Bid Security of US$ 75,000.00(In words: United States Dollars: Seventy Five Thousand only) or Euro 51,970.00 (In words: Euro: Fifty One Thousand Nine Hundred Seventy only) or NRs. 5,530,500.00 (In words: Nepalese Rupees: Five Million Five Hundred Thirty Thousand Five Hundred only) The bid security must be furnished or counter guaranteed by one of the Nepalese Commercial Banks as mentioned in Annex-IV. If bidder wishes to submit the Bid Security in the form of cash, the cash should be deposited in Deposit in Bank and submit the receipt of the deposited amount of cash along with the bid. The Bank details and Account Number shall be provided to Bidder upon request.

7.2 7.3 7.4 7.5

Bid Security shall remain valid up to March 17, 2012 and the Bidder shall extend the Bid security validity period as per Nepal Water Supply Corporations request. Any bid not secured in accordance with clause Nos. 7.1 and 7.2 shall be rejected. The bid security is required to protect the Nepal Water Supply Corporation against the risk of bidder's non-performance. The bid securities of all the bidders will be discharged upon signing of the contract and after furnishing the performance security by the successful bidder, pursuant to Clause No. 4 of Section IV: Conditions of contract (COC). The bid security shall be forfeited

7.6

a) if a Bidder withdraws or requested to modify its Bid after the deadline of bid submission and
before the expiry of bid validity specified by the Bidder on the Bid Form; or

b) if the Bidder does not accept Corrected Bid Price as per the arithmetical error correction
performed during financial evaluation; or

c) if the Bidders response to the clarification sought by Nepal Water Supply Corporation as per
Clause No. 17.6 of Section III: ITB, constitutes change in price and substance of the Bid; or

d) if the Bidder carry out or cause to carry out the acts mentioned in Clause No. 24 of Section III:
ITB with an intention to influence the implementation of the procurement process or the procurement agreement; or

e) If the bidder, having been notified of the acceptance of its bid by the Nepal Water Supply
Corporation during the period of bid validity, either fails or refuses to sign the contract

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 18 of 147

NWSC Nepal Water-Supply Corporation

agreement within fifteen (15) days from the date of issuance of letter of Acceptance (LOA); or fails or refuses to furnish the Performance Security in accordance with clause No. - 4 of Section IV: Conditions of Contract. 7.7 8 8.1 If due to certain reasons, bid submission date is extended the validity of the bid security shall be extended accordingly without which bid shall be rejected. Period of Validity of Bids Bids shall remain valid up to February 16, 2012. Bids, not valid until the date mentioned above, shall be rejected. 8.2 In exceptional circumstances, the Nepal Water Supply Corporation may solicit the bidder's consent to an extension of the period of validity. The request and the responses thereto shall be made in writing. The bid security provided under Clause No. - 7 of Section III: ITB shall also be suitably extended. A bidder may refuse the request without forfeiting its bid security. A bidder granting the request will not be required nor permitted to modify its bid. If due to certain reasons, bid submission date is extended the validity of the bid shall be extended accordingly without which bid shall be rejected. Formats, Sealing, Marking and Signing of Bids The bidders are required to submit the bids in three (3) separate envelopes each envelope sealed properly as follows: i. ii. iii. 1st envelope with seal and marked as "Original", shall contain original documents as per Part - A of Section II: Important Notice to Bidders (INB). 2nd envelope with seal and marked as "Copy", shall contain copy documents as per Part - A of Section II: Important Notice to Bidders (INB). 3rd envelope with seal and marked as "Document for Bid Opening", shall contain original documents as per Part - B of Section II: Important Notice to Bidders.

8.3 9 9.1

In the event of any discrepancy between original and copy document, the original hard copy document shall prevail. 9.2 The original and the copy or copies of the bid shall be typed or written in indelible ink and shall be signed by the bidder or a person or persons duly authorized to bind the bidder to the contract. All pages of the bid, except for un-amended printed literature, shall be initialed by the authorized person or persons signing the bid. But, the pages containing conditions of contract and technical compliance statement shall be signed and stamped with official seal by the bidder (authorized person). Please refer to Clause No. - b: Part-A of Section II : Important Notice to Bidders also. Any interlineations, erasures, or overwriting shall be valid only if they are initialed by the authorized person or persons signing the bid. Please refer to Clause No. - b: Part-A of Section II : Important Notice to Bidder also. (i) The inner and outer envelopes shall be addressed to the Nepal Water Supply Corporation at the following address: Nepal Water Supply Corporation, (Nepal Khanipani Sasthan), Material Management Department, Tripureshwor Marg, Kathmandu, Nepal. Tel. No. : 977 1 4259758 Fax No. : 977 1 4259857

9.3

9.4

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 19 of 147

NWSC Nepal Water-Supply Corporation

(ii) Bearing Invitation for Bids Tender No. NWSC/07/068-69 for Supply, Delivery, Installation and Commissioning of Customer Billing Software and Ancillary Equipment with all Accessories and the words Do Not Open Before Opening Date i.e. October 20, 2011 and indicate the name and address of the bidder to enable the bid to be returned unopened in case it is declared LATE. 9.5 If the outer envelope is not sealed and marked as required by Clause No. 9.4, the Nepal Water Supply Corporation will assume no responsibility for the bid's misplacement or premature opening of the bid submitted. The bid thus received will be rejected. In order to facilitate evaluation of the bid, the bidder shall provide the complete bidding documents in hard copy as well as soft copy including Price Schedule, Schedule of Requirements, Compliance statements of both Commercial and Technical requirements, other calculations etc. In case of discrepancy between hard copy and soft copy, hard copy shall prevail. Deadline for Submission of Bids Bids must be received by the Nepal Water Supply Corporation at the address specified under Clause No. - 9.4 (i) not later than 11: 45 a.m. on October 20, 2011. However, if the submission date is declared to be public holiday, the submission date will be postponed for the next working day at the said time. 10.2 11 11.1 Nepal Water Supply Corporation may, at its discretion, extend this deadline for the submission of bids by amending the bidding documents at any time prior to opening date of the Bids. Modification, and Withdrawal of Bids The Bidder may modify or withdraw its Bid after the Bids submission, provided that written notice of the modification or substitution or withdrawal is received by the Purchaser prior to the deadline for submission of Bids prescribed in Clause 10 of this section. The Bidders modification or withdrawal notice shall be prepared, sealed, and marked and dispatched in accordance with the provisions of Clause 9 and 11.1 of this section, with the outer and inner envelopes duly marked as WITHDRAWAL or MODIFICATION. as appropriate. No Bid may be withdrawn, modified after the deadline for submission of Bids. No Bid may be withdrawn in the interval between the deadline for submission of Bids and the expiration of the period of Bid validity specified by the Bidder on the Bid Form. Withdrawal of a Bid during this interval may result in the Bidders forfeiture of its Bid security, pursuant to the Sub Clause 7.6 of this section. Late Bids Any bid received by Nepal Water Supply Corporation after the date and the time of submission of bids pursuant to Clause No. - 10 of Section III: Instructions to Bidders (ITB) shall be rejected. 13 13.1 Opening of Bids by the Nepal Water Supply Corporation The Nepal Water Supply Corporation will open bids, in the presence of bidders representatives who choose to attend at 12.00 noon on October 20, 2011 at the at the Nepal Water Supply Corporation, Central Office, Tripureshwor Marg, Room No.201. In case, the bid opening date happens to be an official holiday, the Nepal Water Supply Corporation will open the bids in the following working day. The bidder representatives who are present shall sign a bid opening checklists evidencing their attendance. First, envelopes marked "WITHDRAWAL" shall be opened, read out and recorded and the envelope containing the corresponding bid shall not be opened, but return to the bidder. No bid shall be withdrawn unless the corresponding Withdrawal Notice contains a valid authorization to request the withdrawal and is read out and recorded at bid opening.

9.6

10 10.1

11.2

11.3 11.4

12

13.2

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 20 of 147

NWSC Nepal Water-Supply Corporation

13.3

Next, envelopes marked "MODIFICATION" shall be opened, read out and recorded with the corresponding bid. No bid shall be modified unless the corresponding Modification Notice contains a valid authorization to request the modification and is read out and recorded at bid opening. Only envelopes that are opened, read out and recorded at bid opening shall be considered further. The bidder's names, bid prices, modifications, bid withdrawals and the presence or absence of the requisite bid security and such other details as Nepal Water Supply Corporation at its discretion, may consider appropriate will be announced at the opening. The Nepal Water Supply Corporation shall prepare minutes of the bid opening. Delivery and Warranty Delivery Delivery of all the goods shall be made to the Nepal Water Supply Corporation's respective stores as mentioned in Clause No. 5 of Section IV: Conditions of Contract (COC) and quantity mentioned in Section VI: Schedule of Requirement for Customer Billing Software and Ancillary Equipment. If the offered delivery period is more than the period specified in clause no. 5.1 of Section IV: Conditions of Contract (COC), the price adjustment will be made by loading the bid price by one half (0.5%) percent of the total quoted price per week for the delayed period up to four (4) weeks. Bids with deviation in delivery period mentioned in Clause No. - 5 of Section IV: Conditions of Contract (COC) by more than four (4) weeks shall be rejected. Warranty The Bidder shall fully comply with the warranty clauses as mentioned in Clause No. 6 of Section IV: Conditions of Contract (COC), otherwise the Bid shall be rejected.

13.4

13.5 14

15

Payment The Bidder shall fully comply with the payment clauses as mentioned in Clause No. 7 of Section IV: Conditions of Contract (COC), otherwise the Bid shall be rejected.

16 16.1

Bidders/Manufacturers eligibility Bidders Eligibility

16.1.1 Bidder shall be a Manufacturer of CCC system. 16.1.2 Bidder shall not be under a declaration of ineligibility for corrupt and fraudulent practices issued by Government of Nepal. The Bidder and Manufacturer who are black listed or are under the process of being black listed shall not be eligible to participate this bidding process. The bid offered by such Bidder and Manufacturer shall not be considered for the bid evaluation. 16.1.3 Bidder shall not have ownership with competitors of Nepal Water Supply Corporation in Nepal and must not have planned to have ownership until the completion of all the contractual obligations. 16.1.4 Bidder found to be involved in fraudulent activity such as carteling in order to manipulate the bid price, submission of fake certificates and fake information may be blacklisted and Bid submitted shall be rejected. 16.1.5 If the Bidder submits bid on behalf of a merged company, authentic documents regarding to merging shall be submitted along with the bid document. The eligibility of separate companies in such cases will be combined for the purpose of verifying the eligibility criteria as mentioned in the Clause No. 4 of Chapter 1 General Technical Specification. Bid submitted on behalf of amalgamated/acquired companies having independent legal status will be treated separately and shall meet the eligibility criteria separately as mentioned in Clause No. 4 of Section VIII, Chapter 1:General Technical Specifications.
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 21 of 147

NWSC Nepal Water-Supply Corporation

16.1.6 If the Bidder submits bid on behalf of a subsidiary company/holding company, the subsidiary company/holding company whose product is being offered shall individually meet eligibility criteria as mentioned in Clause No. 4 of Section VIII, Chapter 1: General Technical Specifications. 16.1.7 Bidder shall meet all the requirements mentioned Clause No. 4 of Section VIII, Chapter 1 General Technical Specification (marked with *). Bidder shall provide certificate from user administration (Client Certificate) and supply records as proof against requirement of experiences.

16.1.8 Conflict of Interest


A Bidder shall not have a conflict of interest. All Bidders found to have a conflict of interest shall be disqualified. A Bidder may be considered to be in a conflict of interest with one or more parties in this bidding process if, including but not limited to:

(a) (b) (c) (d)

have controlling shareholders in common; receive or have received any direct or indirect subsidy from any of them; have the same legal representative for purposes of this Bid; have a relationship with each other, directly or through common third parties, that puts them in a position to have access to information about or influence on the Bid of another Bidder, or influence the decisions of the Purchaser regarding this bidding process; a Bidder or any of its affiliates participated as a consultant in the preparation of the design or technical specifications of the goods and services that are the subject of the bid.

(e)
16.2

Manufacturers Authorization Letters The Bidder shall submit Manufacturers Authorization Letter for the third party equipments as mentioned in the Clause No. 4.6 of Section VIII, Chapter 1 (as per Section V: Sample Form No. - 3 Manufacturers Authorization Letter enclosed in the bid document). If the Bidder itself claims to be the manufacturer of the goods/ items, such bidder shall provide the proof of being the manufacturer and need not provide the authorization for the goods/ items it manufactures. Non-submission of Manufacturer's Authorization Letter(s) from the Manufacturer(s) or shall result in rejection of the bid.

Any bid not submitted as per the above sub-clauses of Clause No. 16 of this section shall be rejected. 17 17.1 Bid Evaluation and Award Criteria In case a bidder offers one or more alternate or optional offer(s) in addition to the main offer, the Nepal Water Supply Corporation will consider only the main offer for evaluation purpose, and under no circumstances, evaluation will be influenced by anything mentioned in alternate or optional offer(s). However, based on cost-benefit and/ or technical analysis, the Nepal Water Supply Corporation, if deemed necessary, may consider alternate or optional offer(s) during contract negotiation with the successful bidder. 17.2 Preliminary Examination

17.2.1 Preliminary Examination of the Bids shall be done in accordance with Clause No. 5.1 of Section III: ITB. Nepal Water Supply Corporation will examine the bids to verify whether the bid is valid & complete, whether the bid is accompanied by valid bid securities, whether required sureties have been furnished, whether the documents have been properly signed, and whether the bids are generally in order. 17.2.2 Nepal Water Supply Corporation may waive any minor informality, nonconformity, or irregularity in a bid, which does not constitute a major material and quality deviation and without which the
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 22 of 147

NWSC Nepal Water-Supply Corporation

purpose of bidding will be fulfilled, provided such waiver does not prejudice or affect the relative ranking of any bidder but bids with any deviations to the clauses marked with asterisk (*) shall be considered as major deviations and the bid with such major deviations shall be rejected. 17.2.3 Prior to the detailed evaluation, Nepal Water Supply Corporation will determine the substantial responsiveness of each bid to certain critical provisions stipulated in the Nepal Water Supply Corporation tender document. For the purpose of this clause, a substantially responsive bid is the one, which conforms to all the terms and conditions of the bidding documents without major material deviations. Deviations from, or objections or reservations to critical provisions, such as those concerning Bid Security, Payment Terms, Applicable Law and Taxes and Duties and the technical requirements marked with asterisk (*) will be deemed to be major deviations as mentioned in Clause No. e of Part D of Section II: INB. 17.2.4 Nepal Water Supply Corporations determination of a bids responsiveness will be based on the contents of the bid itself without recourse to any extrinsic evidence. 17.2.5 If a bid has one or more major deviations, it will be rejected by the Nepal Water Supply Corporation and will not substantially be made responsive by the bidder by correction of the nonconformity. 17.3 Detailed Technical Evaluation

17.3.1 Detailed Technical evaluation shall be carried out for those bids, which are found to be responsive after preliminary examination as per above clause 17.2. Detailed Technical evaluation shall be based on clause by clause compliance statements or comments on Technical Specifications as well as technical details, catalogues, brochures etc. furnished by each bidder. 17.3.2 If a bid has one or more major deviations, it will be rejected by the Nepal Water Supply Corporation and will not substantially be made responsive by the bidder by correction of the nonconformity. 17.3.3 Further, if there are many minor deviations to the bid, and if one or more of such items constitute major material deviation or affect the required purpose of module/sub module, such bid shall be rejected by the Nepal Water Supply Corporation and will not substantially be made responsive by the bidder by correction of the nonconformity. 17.4 Detail Commercial Evaluation

17.4.1 Detailed Commercial Evaluation shall be carried out for those bids, which are found to be responsive after Detail Technical Evaluation as per above clause 17.3. The detail commercial evaluation shall be carried out in accordance with the Section IV: COC and Clause No. 3 of Section VIII, Chapter 1: General Technical Specification. 17.4.2 If a bid has one or more major deviations, it will be rejected by the Nepal Water Supply Corporation and will not substantially be made responsive by the bidder by correction of the nonconformity. 17.4.3 Further, if there are many minor deviations to the bid, and if one or more of such items constitute major material deviation, such bid shall be rejected by the Nepal Water Supply Corporation and will not substantially be made responsive by the bidder by correction of the nonconformity. 17.5 Detail Financial Evaluation 17.5.1 Once the bids are considered substantially responsive after detailed Technical and Commercial evaluation, all those responsive bids shall be judged from Financial Evaluation perspective only and no weight-age shall be given to other technical details or parameters or additional features and facilities of the offered products. 17.5.2 For the Financial Evaluation the following factors shall be taken into consideration for evaluation purpose: 17.5.2.1 Arithmetical errors Arithmetical errors will be rectified on the following basis 17.5.2.1.1 Discrepancy between the Unit Price and the Total Price

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 23 of 147

NWSC Nepal Water-Supply Corporation

If there is a discrepancy between the unit price and the total price which is obtained by multiplying the unit price and quantity, the unit price shall prevail, and the total price will be corrected. 17.5.2.1.2 Error in Calculation Total Price If there is an error in total corresponding to the addition or subtraction of subtotals, the subtotals shall prevail and the total shall be corrected. 17.5.2.1.3 If there is discrepancy between words and figure, the word shall prevail 17.5.2.1.4 Warranty and Annual Maintenance Service (AMS) The Bidder shall quote (A) For Phase I: at least two (2) percent of total cost of goods (Hardware, Software, Features and Licenses) per annum for Warranty service (B) For Phase II: at least two (2) percent of total cost of goods of Phase I and Phase II per annum for Warranty service and (C) at least three (3) percent of total cost of goods of Phase I and Phase II per annum for Annual Maintenance Service (AMS). If the Bidder quotes less than the specified percentages, the amount of Warranty and Annual Maintenance Service (AMS) shall be increased so as to meet the tender requirement by reducing the unit price of the Hardware, Software and licenses proportionately. 17.5.2.1.5 While performing error corrections as mentioned above in Clause No. 17.5.2.1, the Quoted Bid Price may changed. Therefore, the Total Bid Price obtained after the Arithmetical Error Correction shall be considered as a Corrected Bid price. 17.5.2.2 Offered Quantity If the offered quantity/items are not sufficient to meet the Nepal Water Supply Corporations requirement and if the some of the quantity/items are omitted, but they dont constitute material deviation as per clause 17.3.2 and 17.3.3, such quantity/items will be added as per the following sub clauses to fulfill the requirement. 17.5.2.2.1 Under-Dimensioned (Short) Items If the offered quantity is not sufficient to meet the Nepal Water Supply Corporations requirement, required quantity will be loaded to fulfill the requirement and price will be adjusted accordingly taking into consideration the offered unit price of the same bidder. 17.5.2.2.2 Missing (omission) Items If some required items of SOP and BOQ are missing in the offer, then the average price of all responsive bidders for such missing item(s) will be considered for evaluation purpose and loaded to bring all bidders in equal footing. 17.5.2.2.3 Absence of Unit Price and Total Price of the Particular Item If the unit price and the total price of the same item are not quoted, the average price of all responsive bidders for such missing item(s) will be considered for evaluation purpose and loaded to bring all bidders in equal footing. 17.5.2.2.4 However, in all the cases mentioned above in Clause No. 17.5.2.2, the Bidder shall provide all the missing/short items mentioned above free of cost to Nepal Water Supply Corporation if the bidder happens to be a successful bidder. 17.5.2.2.5 If major items, without which the purpose of bidding will not be fulfilled, are missing, the bid shall be considered non-responsive and shall be rejected. 17.5.2.3 Delivery Period

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 24 of 147

NWSC Nepal Water-Supply Corporation

If the offered delivery period is more than the period specified in clause No. 5.1 of Section IV: Conditions of Contract, the price adjustment will be made by loading the bid price by one half (0.5%) percent of the total quoted price per week for the delayed period up to four (4) weeks. Bids with deviation in delivery period by more than four (4) weeks will be rejected. 17.5.2.3.1 Deviations that do not materially alter or depart from the characteristics, terms, conditions and other requirement set forth in the Bidding Document or if it contains errors or oversights that are capable of being corrected without affecting the substance of the Bid are considered as minor deviation. The cost of such minor deviation shall be calculated to the extent possible and shall be included while evaluating bid. 17.5.2.3.2 Unit Price 17.5.2.3.2.1Discrepancy in Unit Price in Lots, Phases and Packages Unit Prices of the offered goods, services and inland transportation in all phases and packages shall be same. In case of discrepancies in the Unit prices, the quoted unit price in respective phases and packages shall be used for evaluation. However, lowest Unit Price among all shall be considered for all phase and packages for the calculation and preparation of final Contract Price if the bidder happens to be the Successful Bidder. 17.5.2.3.2.2Unit Price of Missing Items In case of missing (omission) items (Clause No. 17.5.2.2.2) and missing unit and total price (Clause No. 17.5.2.2.3), unit price of such items shall be finalized at the time of negotiation without exceeding the average price of the same item of the responsive bidders . 17.5.2.3.3 If the loading amount after performing the loading as per Clauses 17.5.2.2, 17.5.2.3 and 17.5.2.4 of this Section exceed 15% of the Corrected Bid Price, the bid shall be considered as non responsive and not considered for evaluation. 17.5.2.3.4 If the Bidder does not accept the correction of the errors, its bid will be rejected, and its bid security shall be forfeited. The Nepal Water Supply Corporation reserves the rights to award the tender to the next lowest bidder or may go for re-tender whichever is convenient 17.5.3 Financial comparison shall be based on Evaluated Price obtained after Financial Evaluation. For the financial purpose, all the evaluated prices quoted in foreign currencies shall be converted into Nepalese currency by applying conversion rate of bid opening date. The evaluated prices shall be calculated considering the all the required custom and duties as per the Clause No. 6 of Section III: ITB 17.6 Clarification of Bids To assist in the examination, evaluation and comparison of Bids, Nepal Water Supply Corporation may ask the Bidder for a clarification/Additional Information/Proof of Authenticity of the submitted document. The request for clarification and the response to it shall be in writing, and no change in the prices and substance of the Bid shall be sought, offered, or permitted. If the Bidder fails to submit the requested clarification/Additional Information/Proof of Authenticity of the submitted document within a stipulated time, the clause for which the request is sought is considered to be non compliant. 17.7 Contract Award

17.7.1 Based on the evaluation as per the Clauses No. 17.2, 17.3, 17.4 and 17.5 the responsive Bidder with Lowest Evaluated Price shall be determined as Successful Bidder.
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 25 of 147

NWSC Nepal Water-Supply Corporation

17.7.2 A financial evaluation shall be done as per Clause No. 17.5, total evaluated price may differ from the price quoted by the bidder in its price schedule. Financial comparison shall be based on Evaluated Price (Price obtained after Financial Evaluation) and not Offered Price. However, the final total contract price shall be finalized during contract negotiation with the successful bidder not exceeding the Corrected Bid Price. 17.7.3 The Nepal Water Supply Corporation shall issue a Letter of Intent (LOI) to notify the concerned Bidders whose bid has been selected in accordance with ITB 17.7.1, in writing that the Nepal Water Supply Corporation has intention to accept his/her bid and the information regarding the name, address and amount of selected bidder shall be given to all other bidders who submitted the bid. 17.7.4 If no bidder submits an application for review within a period of seven days of the notice provided under ITB 17.7.3, Nepal Water Supply Corporation shall, accept the bids selected in accordance with ITB 17.7.1 and will subsequently issue a Letter of Acceptance (LOA) to furnish the performance security and to initiate negotiation between the bidder and the Nepal Water Supply Corporation. 17.7.5 Within Fifteen (15) days of the receipt of notification of award from Nepal Water Supply Corporation, the successful Bidder shall send its authorized representatives (including consortium members representatives) for contract negotiation and signing the contract. At the time of signing the contract, bidder shall furnish the performance security in accordance with the conditions of Contract using Sample Form as per Sample Form No. 4 of Section V of tender document. Failure of the successful Bidder to submit the above-mentioned Performance Security or to sign the Contract Agreement within the period stipulated above in this clause shall constitute sufficient grounds for the annulment of the award and forfeiture of the bid security. In that event Nepal Water Supply Corporation may award the Contract to the next lowest evaluated Bidder whose offer is substantially responsive. The process shall be repeated according to ITB 17.7.3. However, Nepal Water Supply Corporation shall take into account Clause No. 28 (Satisfactory Performance Certificate) of this section before awarding the Contract to the Successful Bidder. 18 Nepal Water Supply Corporation's Right to accept or reject any or all Bids Not-withstanding Clause No. 17, the Nepal Water Supply Corporation reserves the right to accept or reject partially or fully any bid or award one or more than one Bidders not exceeding the price of the successful bidder, and to annul the bidding process and reject all bids, at any time prior to award of contract, without thereby incurring any liability to the affected bidder, or bidders or any obligation to inform the affected bidder or bidders of the grounds for the Nepal Water Supply Corporation's action. However, Nepal Water Supply Corporation shall take into consideration 19 Nepal Water Supply Corporation's Right to Vary Quantities The Nepal Water Supply Corporation reserves the right at the time of award of contract to increase or decrease by up to twenty percent (20%) of the quantity of goods and services specified in the Schedule of Requirement without any change in unit price or other terms and conditions. 20 Signing of Contract After the receipt of the Letter of Acceptance (LOA) from Nepal Water Supply Corporation, the successful bidder shall send its authorized representatives within fifteen (15) days for contract negotiation and signing the contract. At the time of signing the contract, the Supplier shall submit a Performance Security in the form of bank guarantee for ten percent (10%) of the amount of the contract in the same currency as that of the contract or equivalent in US$. In case of the Contracts involving services, Successful Bidder shall submit VAT Registration Certificate in accordance with the Clause No. 6.4 of this section at the time of signing of the Contract. Non-submission of performance security and the VAT Registration Certificate as mentioned above at the time of signing the contract may lead to the cancellation of the contract.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 26 of 147

NWSC Nepal Water-Supply Corporation

21 21.1

Local Agent A foreign Bidder wishing to have or already having a local agent should state the following: i. ii. iii. iv. v. Name and address of the Agent/Representative, The Agent/Representative providing type of services, Amount of commission if the Agent/ Representative is entitled to get such payment and if he/she participate in the procedure of payment, Other agreement with Agent/Representative, if any, Bidder should certify in the Letter of Authorization as follows: "We certify that the statement and disclosure made by us on the above are complete and true to the best of our knowledge and belief"

If the agent has not been appointed: I. II. Source of information about tender invitation, The remuneration given to the individual or firm/company or organization to work on his behalf for submitting tender, representation in the bid opening and other required action in connection with the tender, Transfer or handover an evidence of foreign currency exchanged which required to be submitted with the tender, If the bank account of any Nepali citizen has been used for the exchange of foreign currency specify the name of the individual and his address. If the foreign currency has been exchanged by self then the certificate of currency exchange

III. IV.

21.2

If a foreign Bidder in his Bid, has not provided the information mentioned in Clause No. 21.1 of Section III: ITB or has submitted his bid stating that the Bidder does not have a local agent and later it is proved that the bidder has a local agent or it is proved that the commission mentioned in the Bid is less than the commission received by the local agent then the Purchaser shall initiate proceedings to black list such bidder. Visit for proof of compliance (PoC) during evaluation NT shall send technical experts to verify the bidders claim of compliance to technical specifications. The proof of compliance of the offered equipment shall be performed during the Bid evaluation of the tendering process. The visit will be conducted within 1 month of issuance of letter from NT. NT shall choose the large network /any other suitable site in the country other than country of origin as per the supply records certificates. NT may visit the manufacturers premises if necessary. During evaluation, NT shall decide the tests to be performed. The cost of the visit shall be borne by Nepal Water Supply Corporation and the duration shall be of two week. The bidder shall arrange with the operator for the tests and other demonstrations as needed and the bidder shall also arrange for any test equipments required.

22

23

One Bid per Bidder Each Bidder shall submit only one bid. A Bidder who submits or participates in more than one bid shall cause all the proposals with the Bidders participation to be disqualified.

24 24.1

Corrupt or Fraudulent Practices Government of Nepal requires that Purchaser, as well as Bidders observe the highest standard of ethics during the procurement and execution of such contracts. In pursuance of this policy, the Government of Nepal:

a) defines, for the purposes of this provision, the terms set forth below as follows:
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 27 of 147

NWSC Nepal Water-Supply Corporation

(i)

corrupt practice means the offering, giving, receiving or soliciting of any thing of value to influence the action of a public official in the procurement process or in contract execution; and fraudulent practice means a misrepresentation of facts in order to influence a procurement process or the execution of a contract to the detriment of the GoN, and includes collusive practice among Bidders (prior to or after Bid submission) designed to establish Bid prices at artificial non-competitive levels and to deprive the Borrower of the benefits of free and open competition;

(ii)

b) will reject a proposal for award if it determines that the Bidder recommended for award has
engaged in corrupt or fraudulent practices in competing for the contract in questions 24.2 25 25.1 25.2 a. b. c. d. e. f. Furthermore, Bidders shall be aware of the provision stated in Clauses 20.1 of the Section IV: COC. Conduct of Bidders The Bidder shall be responsible to fulfill his obligations as per the requirement of the Contract Agreement, Instruction to Bidders and GoNs Procurement Act and Regulations. The Bidder shall not carry out or cause to carryout the following acts with an intention to influence the implementation of the procurement process or the procurement agreement : give or propose improper inducement directly or indirectly, distortion or misrepresentation of facts, engaging in corrupt or fraudulent practice or involving in such act, interference in participation of other competing bidders, coercion or threatening directly or indirectly to cause harm to the person or the property of any person to be involved in the procurement proceedings, collusive practice among bidders before or after submission of bids for distribution of works among bidders or fixing artificial/uncompetitive bid price with an intention to deprive the Nepal Water Supply Corporation the benefit of open competitive bid price. contacting the Purchaser with an intention to influence the Purchaser with regards to the bids or interference of any kind in examination and evaluation of the bids during the period from the time of opening of the bids until the notification of award of contract

g.

26 Blacklisting Bidders 26.1 Without prejudice to any other rights of the Nepal Water Supply Corporation under this Contract , the Public Procurement Monitoring Office (PPMO) may blacklist a Bidder for his conduct up to three years on the following grounds and seriousness of the act committed by the bidder: a) if it is proved that the bidder committed acts contrary to the Clause No. 25.2 of Section III: ITB, b) if the bidder fails to sign an agreement pursuant to clause 20 of Section III: ITB, c) if it is proved later that the bidder has committed substantial defect in implementation of the contract or has not substantially fulfilled his obligations under the contract or the completed work is not of the specified quality as per the contract , if convicted by a court of law in a criminal offence which disqualifies the bidder from

d)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 28 of 147

NWSC Nepal Water-Supply Corporation

participating in the contract. e) if it is proved that the contract agreement signed by the bidder was based on false or misrepresentation of bidders qualification information, f) other acts mentioned in the Section III: ITB and Section IV: COC. 27 Country of origin All Goods and related services to be supplied under the Contract shall have their origin. For purposes of this Clause, origin shall be considered to be the place where the Goods are mined, grown, produced or from which the Services are provided. Goods are produced when, through manufacturing, processing, or substantial and major assembly of components, a commerciallyrecognized product results that is substantially different in basic characteristics or in purpose or utility from its components. 28 Satisfactory Performance Certificate (SPC) The Bidder/Manufacturer who has already supplied related equipments (IVR, SERVER, Database, etc.) under any contract to Nepal Water Supply Corporation within last five (5) years, must furnish the Satisfactory Performance Certificate (SPC) issued by Central Office of Nepal Water Supply Corporation along with the Bid proposal or within 3 (Three) weeks from the date of bid opening. Not submitting the SPC shall be treated as non compliance and the bid shall not be included for evaluation. Bidder shall provide the list of the already supplied offered equipment in the format as specified in Annex V. 29. Bidder shall submit original certificates with the letter head of the issuing authority duly signed with date by the authorized person, stamped with official seal and with name, designation of the signatory in the letter) regarding Bidders/Manufacturers experience and field proven-ness as mentioned as and where in this tender document. IF Bidders submits the copy document, the copy document shall be attested by Notary Public/ concerned Embassy in Nepal. Attestation shall be in English Language. All the documents written in the language other than English language shall be followed by English translations. Translation shall be done by authorized institution/Agency/ Concerned Embassy in Nepal. Nepal Water Supply Corporation reserves the right to verify the authenticity of the certificates and satisfactory operation of the equipment supplied by the bidder in other administrations. The bidder shall provide the name with his/her designation, Company, email, telephone number and fax number of the contact persons of operators and/or the concerned authority, issuing the certificates in order for Nepal Water Supply Corporation to verify the authenticity or seek clarification of the submitted certificates if necessary. The bidder shall bear the responsibility of providing response from the concerned authority if verification of submitted certificate is required. If the there is no response from the mentioned contact person and if the information mentioned in the certificate is found to be not true, the certificate shall be considered invalid. 30. Financial Capability 30.1 The bidder must have a minimum sales turnover of and above USD Ten (10) Million per annum for the last three (3) fiscal years which shall be supported by audited financial statements. 30.2 The bidder shall submit the manufacturer's Audited Financial Statement and Annual Reports for last three (3) years along with the bid document.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 29 of 147

NWSC Nepal Water-Supply Corporation

End of Section III: Instructions to Bidders (ITB)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 30 of 147

NWSC Nepal Water-Supply Corporation

Section IV Conditions of Contract (COC)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 31 of 147

NWSC Nepal Water-Supply Corporation

Section IV: Conditions of Contract (COC)


Clause No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 Table of Clauses Definitions Country of origin Standards Performance Security Delivery Warranty Payment Contract Amendments Assignment Applicable Law Taxes and Duties Liquidated Damages Force Majeure Insurance Patent Rights Documents Inspection and Test Training Additional Orders Termination of Contract Arbitration IP Indemnification Country of Origin, Make and Model of the Offered Goods Confidentiality Limitation of Liability Conduct of Bidder Blacklisting Bidders Corrupt or Fraudulent Practices

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 32 of 147

NWSC Nepal Water-Supply Corporation

Section IV: Conditions of Contract (COC)


Particulars of Nepal Water Supply Corporations Requirements Definitions In this contract the following terms shall be interpreted as indicated: The contract means the agreement entered into between the Nepal Water Supply Corporation and the Supplier, as recorded in the contract agreement form signed by the parties, including all amendments and appendices thereto and all documents incorporated by reference therein; Contract Documents means the documents listed in the Agreement, including amendments thereto. Subject to the order of precedence set forth in the Agreement, all documents forming the Contract (and all parts thereof) are intended to be correlative, complementary and mutually explanatory. The Contract Price means the total price of all the goods and services included in the contract which will be payable to the supplier on the fulfillment of all obligations under the contract; The Goods means all of the goods (Hardware, Software, Licenses and function and features), which the supplier is required to supply and deliver to the Nepal Water Supply Corporation under the contract; The Service means those services ancillary to the supply of the Goods, such as transportation and insurance, and any other incidental services, such as installation, commissioning, provision of technical assistance, warranty/Annual Maintenance Service (AMS), training, and other such obligations of the Supplier covered under the Contract.; Delivery means the transfer of the Goods from the Supplier to the Purchaser in accordance with the terms and conditions set firth in the contract. Completion means the fulfillment of the related services by the Supplier in accordance with the terms and conditions set forth in the contract. The Purchaser means the organization purchasing the Goods, i.e. Nepal Water Supply Corporation The Supplier means the individual or firm supplying the goods under this contract; Nepal Water Supply Corporation (NT) means the purchaser, Nepal Khanipani Sasthan MMD means the Material Management Department of the Nepal Water Supply Corporation; PSTND means the Public Switch Telephone Network Directorate of Nepal Water Supply Corporation.
Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

Clause No. 1. a) b) c) d) e) f) g) h) i) j) k) l) m) n) o) 2.

Day means calendar day. "The Governing Language" of the contract shall be English.
Bill of Quantities (BOQ) means Priced and completed Bill of Quantities including Schedule of Prices (SOP) forming part of the Bid Country of Origin The bidder shall mention country of origin of all the goods offered in

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 33 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements accordance with the Section VII: Price Schedule and Quantity thereof and shall not be deviated from the offered country of origin in the offered bid. Standards The goods supplied under this contract shall conform to the standards mentioned in the technical specifications. Performance Security The successful bidder shall submit a bank guarantee equivalent to ten percent (10%) of the total contract amount (including inland transportation cost, if applicable) as Performance Security at the time of signing the Contract as per Sample Form No. 4 of Section V, enclosed in the bid document. The currency of the bank guarantee shall be in currency of contract or equivalent amount in US$. The validity of the bank guarantee shall cover one month more than the warranty period as mentioned in the Clause No. 6 "Warranty" of Section IV: Conditions Of Contract. The performance security shall be issued or counter guaranteed by one of the banks as mentioned in Annex-IV The proceeds of the Performance Security shall be payable to Nepal Water Supply Corporation as compensation for any loss resulting from the Supplier's failure to complete its obligations under the Contract. Nepal Water Supply Corporation shall in no way be liable to refund the proceeds of the Performance Security to the Bidder in any circumstances once it is forfeited. Nepal Water Supply Corporation can terminate the Contract as per Clause No. 20 of this section if the Supplier fails to fulfill the obligations as per the Contract. Upon termination of the Contract, the Performance Security submitted under the Contract will be forfeited and the loss incurred by Nepal Water Supply Corporation due to termination of the Contract shall be borne by the Supplier. The Performance Security will be discharged by the Nepal Water Supply Corporation not later than thirty (30) days following the date of completion of the Supplier's performance obligations, including issuance of Warranty Completion Certificate (WCC), as stated in the Clause No. - 6 "Warranty" of Section IV: Conditions of Contract under the contract. If the bidder bidding on behalf of the principal company/ manufacturer (other than Nepal) shall furnish the performance bond/ guarantee/ security in the currency quoted in the bid price or in US$ from the principal company/ manufacturer (If Applicable). Delivery, Installation, Testing and Commissioning Delivery of the Goods Phase-I The goods shall be delivered by Air within ninety (90) days from the date of signing of the Contract up to the Nepal Water Supply Corporations Central Stores, Chhauni, Kathmandu, as per Section VI: Schedule of Requirement. Phase-II

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

4 (*) 4.1

4.2

4.3

4.4

5 5.1

Clause No. 3.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 34 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements The goods shall be delivered by Air within sixty (60) days from the date of issuance of Purchase Order (PO) up to the Nepal Water Supply Corporations Central Stores, Chhauni, Kathmandu, as per Section VI: Schedule of Requirement. Completion of Installation, Testing and Commissioning Phase-I: The supplier shall complete the Delivery, Installation, Testing and Commissioning of the System within one hundred fifty (150) days from the date of signing of contract. Phase-II: The supplier shall complete the Delivery, Installation, Testing and Commissioning of the System within ninety (90) days from the date of issuance of Purchase Order (PO). During commissioning period Supplier shall develop the APIs to connect the existing NTs Billing systems, ERP, Mediation, IN systems, CRM systems and other 3rd partys system. Necessary hardware/software required to interface above systems shall also be supplied. Nepal Water Supply Corporation shall issue the Work Order for the remaining APIs (interfaces) as and when required during stabilization, warranty and Annual Maintenance Service (AMS) period (whichever applicable). Supply and Delivery, installation and commissioning of the interfaces shall be completed within 30 (thirty) days from the date of work order placement. Issuance of Purchase Order for Phase-II Nepal Water Supply Corporation shall issue Purchase Order (PO) for the phase-II only after the issuance of Provisional Acceptance Certificate (PAC) of Phase-I. However, if required Nepal Water Supply Corporation may issue the Purchase Order (PO) for the Phase-II before the issuance of the PAC of Phase-I depending upon the progress of commissioning and testing of the goods and services under the Phase-I. Completion of Installation, Testing and Commissioning of Goods. The date of invitation from the supplier to perform Acceptance Test and upon confirmation of systems readiness for start of acceptance testing by Nepal Water Supply Corporation, which leads to the successful acceptance testing without any major deficiency, shall be considered as the date of completion of Installation, Testing and Commissioning. However, If the major deficiencies are found during the acceptance testing, the date when the major deficiencies are corrected shall be considered as the date of completion of the Installation, Testing and Commissioning . Issuance of Certificates Provisional Acceptance Certificate (PAC)

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

5.2

5.3

Clause No.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 35 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements Nepal Water Supply Corporation Shall issue Phase Wise Provisional Acceptance Certificate (PAC) within 30 days after successful completion of Provisional Acceptance Testing (PAT) of respective phase as per the Section VIII, Chapter 1, General Technical Specifications. Stabilization Completion Certificate (SCC) After the issuance of PAC for the respective Phase, Stabilization Period of 90 days for the respective phase shall commence. After successful completion of the Stabilization period in accordance with Section VIII: Chapter 1, Nepal Water Supply Corporation shall issue phase wise Stabilization Completion Certificate (SCC) to supplier. Final Acceptance Certificate (FAC) Nepal Water Supply Corporation shall issue Phase wise Final Acceptance Certificate (FAC) within 30 days after successful completion of stabilization period of respective phase in accordance with Section VIII, Chapter 1, General Technical Specifications. The warranty services period shall start from the date of issuance of Final Acceptance Certificate of each phase.

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

Clause No.

Warranty Completion Certificate (WCC) Nepal Water Supply Corporation shall issue Warranty Completion Certificate (WCC) within 30 Days after the satisfactorily completion of warranty period of respective phase as per Section VIII, Chapter 1, General Technical Specifications. Warranty service of Phase II shall also cover the warranty of goods supplied in Phase I. Issuance of Delivery Completion Certificate (DCC) Nepal Water Supply Corporation shall issue Delivery completion Certificate, within 30 days against, all the materials delivered according to Packing List/Bill of quantity without any major deficiency. In case of non delivery of the minor hardware (hardware which do not affect in immediate installation and testing), Nepal Water Supply Corporation shall issue the DCC mentioning list of the minor non delivered equipment and payment shall be made by deducting the price of the minor non delivered equipment. However, the Supplier shall deliver all the hardware before completion of installation and testing, otherwise the system is not considered to be ready for PAT. Issuance of DCC will not prejudice any claim with respect to any missing item or defect or malfunction, which may subsequently develop during the course of project. Trainings, Management visit and Factory Inspection: Nepal Water Supply Corporation shall issue phase wise completion certificates for corresponding services within 30 days after the satisfactorily completion of respective service as per Chapter 1 General Technical Specification.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 36 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements Physical Counting After successful delivery of goods, physical counting and checking will be performed by the Nepal Water Supply Corporation's physical verification team within fifteen (15) days to confirm that the delivered goods meet the number of quantity as per Section VI: Schedule Of Requirements and Section VII Schedule of Price. The Supplier shall arrange for Pre-Shipment Inspection by the internationally recognized surveyor, certifying/confirming the goods, the quantity and weight, prior to the packaging and loading in the container in case of containerized cargo or at the port of loading in case of break bulk cargo as per the shipping document (or commercial invoice) in accordance to the Nepal Water Supply Corporation contract document. The Supplier shall provide the detailed information related to the proposed Surveyor prior to opening of letter of credit. The Supplier shall use the conference vessels or liner vessels for the shipment of the goods (if applicable). The Supplier shall engage bank listed/approved transporter and duly endorsed by the bank listed in Annex-IV for the Inland transportation (if applicable). Warranty and Annual Maintenance Level Service Warranty Service Warranty services period shall start from the date of issuance of Final Acceptance Certificate of each phase. The warranty service shall remain valid for a period of Twelve (12) months from the date of issuance of Final Acceptance Certificate of each phase, as specified in Section VIII, Chapter 1: General technical specification. The bidder shall quote the price for warranty level service for each phase as under. For Phase-I: At least 2 % of the Total Cost of Goods of Phase-I. For Phase-II: At least 2 % of the Total Cost of Goods of Phase-I and Phase-II.

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

5.4

5.5

5.6 5.7 6 * 6.1 6.1.1

Clause No. 6.1.2 6.1.3 6.1.4

The warranty shall cover repair and/or replacement of the goods supplied including software. Only genuine items produced by the original manufacturer shall be used for repair or replacement. NEPAL WATER SUPPLY CORPORATION shall promptly notify the supplier in writing of any claims arising under this warranty. Upon receipt of such notice, the supplier shall, with all reasonable speed, repair or replace the defective goods including software or parts thereof. The defects in the goods including software, hardware and the system shall be corrected to the satisfaction of NEPAL WATER SUPPLY CORPORATION. The turnaround time for replacement/repair shall not exceed two months. The cost of material including software, two way freights, insurance, customs and any other tax and duties during the warranty period shall be borne by the Supplier.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 37 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements If the Supplier, having been notified of the claim, fails to remedy the defects(s) within a reasonable period, the Nepal Water Supply Corporation shall take remedial action as may be necessary, at the supplier's risk and expense and without prejudice to any other rights which the Nepal Water Supply Corporation may have against the supplier under the contract. The cost of material, freight, insurance and any other duties during the warranty period shall be borne by the Supplier. During the delivery and testing, if some of the items found missing, shortsupplied or damaged, the Supplier shall supply / replace these items without any cost to the Nepal Water Supply Corporation, and all the costs including customs and other local taxes shall be borne by the Supplier. Warranty shall also include system up-gradation and other technical support services as specified in General technical specifications. Annual Maintenance Service (AMS) for 3 years After the completion of warranty service of Phase II, three (3) years of Annual Maintenance Service will take effect. The Annual Maintenance Service (AMS) period shall cover all warranty services as mentioned in clause number 6.1 of COC and Section VIII, Chapter 1: General technical specifications. The bidder shall quote the price for Annual Maintenance Service (AMS) for at least 3% of the total cost of Goods (Phase I and Phase II) per annum. The cost of Annual Maintenance Service (AMS) on annual basis shall be valid up to five (5) years after the expiry of the warranty period of PhaseII and if required by Nepal Water Supply Corporation, will be extended in annual basis after the completion of the Annual Maintenance Service (AMS). Technical Support Services Technical support services shall also be provided once the system is put into commercial service as per Section VIII, Chapter 1: General Technical Specification. The cost of such services shall be included in warranty and Annual Maintenance Service (AMS). Payment Payment for Goods (Hardware and Software) and Services 100% Payment of the foreign currency component for the Goods and Services shall be made through Irrevocable Letter of Credit (L/C) opened in favour of Supplier. All payment under this contract shall be made only after deduction of withholding tax (TDS Tax Deduction at Source) as per the Income tax law of government of Nepal applicable at the time of the payment Opening of L/C

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

6.1.5

6.1.6

6.1.7 6.2

6.3

7 7.1

Clause No.

Nepal Water Supply Corporation shall open separate Phase wise irrevocable Letter of Credit (L/C) for each phase.
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 38 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

Clause No.

A. Opening of L/C for Phase-I


1. Goods and Services (Excluding Warranty and Annual Maintenance Service (AMS) ) The Irrevocable Letter of Credit (L/C) for the amount of the Goods only will be opened first and afterward the amount of service portion (excluding warranty and Annual Maintenance Service ) will be added by amending the original L/C. L/C shall be opened within 15 days from the date of signing the Contract provided the error free Pro-Forma invoice has been submitted by Supplier within seven (7) days from the date of signing of the Contract. 2. Warranty Service The amount of the warranty service shall be added by amending the original L/C before the issuance of FAC. Supplier shall submit the proforma invoice for the warranty service.

B. Opening of L/C for Phase-II Nepal Water Supply Corporation shall open irrevocable Letter of Credits (L/C) for the Goods and Services (excluding Warranty and Annual Maintenance Services) of Phase-II after the issuance of Purchase Order (PO) by Nepal Water Supply Corporation. L/C for the Goods shall be opened first and later on the amount of services shall be added by amending the original L/C. The amount of the warranty service shall be added by amending the original L/C before the issuance of FAC. Supplier shall submit the pro-forma invoice for the warranty service. C. Annual Maintenance Service (AMS) A separate L/C shall be opened for the amount of Annual Maintenance Service (AMS) before the expiry of warranty period. Initially, L/C for the first year amount will be opened. Later on the amount of the L/C shall be increased in yearly basis by amending the original L/C. The supplier shall submit pro-forma invoice and Performance Security amounting 10% of the total cost of Annual Maintenance Service (AMS). Delay in submission of the error free pro-forma invoice may result in delay in opening of letter of credit which ultimately may delay the implementation of the system and shall attract liquidated damage. The supplier shall provide separate pro-forma and commercial invoices for the goods and services. The breakdown costs of the freight and insurance along with the costs of goods to be delivered shall be clearly mentioned in the pro-forma and commercial invoice. Phase wise Payment of Goods and services under Phase-I and Phase-II
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

7.2

Page 39 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements shall be made as follows:

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

Clause No. 7.2.1 7.2.2

Advance Payment: Ten Percent (10%) of the total Price of the Goods (Hardware, Software. Licenses and features) will be paid through Letter of Credit against submission of Advance Payment Guarantee for the equivalent amount by the Supplier to the NEPAL WATER SUPPLY CORPORATION within 30 days from the date receipt of Advance Payment Guarantee. The validity of such bank guarantee shall be 9 months from its issuance date. In case of delay in delivery, installation and commissioning of the complete goods under the Contract, the validity of the guarantee shall be extended accordingly. Payment of Goods a) On Delivery Completion Certificate (DCC): Forty percent (40%) payments of the goods shall be made through irrevocable letter of credit (L/C) within thirty (30) days from the date of issuance of Delivery Completion Certificate (DCC).

Liquidated damages and any other charges payable to the Nepal Water Supply Corporation shall be deducted at the time of this payment. b) On Provisional Acceptance Certificate (PAC): Thirty percent (30%) payments of the goods shall be made through irrevocable letter of credit (L/C) within thirty (30) days from the date of issuance of Provisional Acceptance Certificate.. Liquidated damages, short fall of goods found during PAT and any other charges payable to the Nepal Water Supply Corporation shall be deducted at the time of this payment. c) On Final Acceptance Certificate (FAC): Ten percent (10%) payments of the goods shall be made through irrevocable letter of credit (L/C) within thirty (30) days from the date of issuance of Final Acceptance Certificate. d) On Warranty Completion Certificate (WCC): Remaining Ten percent (10%) of the total price of the Goods shall be made through irrevocable L/C within thirty (30) days upon issuance of Warranty Completion Certificate (WCC). Payment of Services The cost of the service to be rendered in Nepal shall be inclusive of VAT. The Bidder shall submit commercial invoices with the amount inclusive of VAT.
The Supplier may authorize any other service provider (Manufacturer/ Subsidiary/ Local Partner/ Consortium Member/Local Agent) to receive the payment. However, other service provider (Manufacturer/ Subsidiary/ Local Partner/ Consortium Member/local Agent) shall submit VAT registration Certificate from Nepal Government at the time of signing of the Contract. The Bidder providing service outside Nepal may quote in US$ or EUR and the

7.2.3

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 40 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements


price shall be exclusive of VAT. a) Payment of Training and Management visit Hundred Percent (100%) Payment of the training shall be made through irrevocable L/C upon claim along with invoice and completion certificate presented by the supplier after the successful completion of the training and Management visit. Nepal Water Supply Corporation will certify such invoice within thirty (30) days of submission. b) Payment of Factory Inspection Hundred Percent (100%) payment of the Factory Inspection shall be made through irrevocable L/C upon submission of claim by Supplier along with invoice and Factory Inspection Certificate issued by Material Management Department (MMD) after the successful completion of the Factory Inspection. Nepal Water Supply Corporation will certify such invoices within 30 days of submission. c) Installation, Testing , Commissioning and Supervision Service I) 80% payment for Installation, Testing and Commissioning and Supervision Service will be made within 30 days from the date of issuance of PAC.

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

Clause No.

II) Final 20% payment for Installation, Testing and Commissioning and Supervision Service will be made after the issuance of Final Acceptance Certificate for the complete system. d) Payment for Warranty Service Payment for warranty service for one year will be paid after completion of warranty period upon submission of claims and invoices to Nepal Water Supply Corporation on certification by Nepal Water Supply Corporations Project Manager of satisfactory discharge of services as per Section VIII, Chapter 1: General technical specifications. e) Payment for 3 Years Annual Maintenance Service (AMS) Payment for three (3) years Annual maintenance service shall be made on half yearly basis upon submission of claims and invoices to Nepal Water Supply Corporation on certification by Nepal Water Supply Corporations Project Manager of satisfactory discharge of services as per Section VIII: Technical Specification , Chapter 1: General Technical Specification. A separate L/C will be opened for this purpose. f) Payment for APIs(Interfaces) Payment for the Interfaces shall be done as per the Clause No. 7.2 of Section IV: COC. However, the interfaces (both H/W and S/W) which cannot be tested due to reasons attributable to Nepal Water Supply Corporation shall be used in the Warranty and Annual Maintenance Service (AMS) Periods and payment shall be made accordingly after the successful completion of acceptance testing of each interface.

7.3

Payment for Local Currency Portion (if applicable) The cost of the goods with origin Nepal including inland transportation cost shall be inclusive of all taxes and duties such as VAT, Local Development
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 41 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements Tax, Custom Duties, and Security Tax etc. applicable in Nepal. The Supplier shall submit commercial invoices with the amount inclusive of VAT. a) Payment of Inland Transportation: 100% Payment for local currency incurred in inland transportation of the goods in Nepal shall be made to the Supplier within Thirty (30) days upon a claim after the satisfactory receipt of all the goods at respective sites. b) Payment of the goods and services with country of origin Nepal: Payment for the Goods with Country of Origin Nepal shall be made as per the Clause No. 7 in local currency. The exchange rate applicable for conversation (if required) shall be as per the exchange rate of the Bid Opening Date.
The Supplier may authorize any other service provider (Manufacturer/ Subsidiary/ Local Partner/ Consortium Member/ Local Agent) to receive the payment. However, other service provider (Manufacturer/ Subsidiary/ Local Partner/ Consortium Member/ Local Agent) shall submit VAT registration Certificate from Nepal Government at the time of signing of the Contract. L/C Amendment and Effective Date

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

7.5

Clause No. 8 9 10 10.1

In case the L/C has to be amended due to reasons attributable to the Supplier, the effective date of L/C will be the date on which L/C was originally established. If the L/C has to be amended due to reasons attributable to Nepal Water Supply Corporation, the effective date of L/C will be the date on which L/C is amended. All the charges for L/C payable outside Nepal shall be borne by the Supplier. In case L/C amendment is requested by the Supplier for the reasons attributable to the Supplier, all bank charges for such amendment (reconfirmation charge, negotiation charge etc.) inside and outside Nepal shall be borne by the Supplier. Contract Amendments No variation in or modification of the terms of the Contract shall be made except by written amendment signed by the both parties. Assignment The Supplier shall not assign, in whole or in part, its obligations to another party to perform under this Contract, except with the Nepal Water Supply Corporation's prior written consent. Applicable Law The contract shall be governed and interpreted in accordance with prevailing laws of Nepal Government.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 42 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements The Bidder shall abide by all prevailing laws of the Government of Nepal and Tax law of Nepal Taxes and Duties The Supplier shall be entirely responsible for all taxes/duties stamp duties, license fees and other such levies imposed outside Nepal. The taxes/ duties such as custom duties, VAT, local development tax, security tax etc. applicable as per Clause No. 6.3 of Section II: ITB at the time of importation of goods in Nepal, for the value not exceeding the total contract price will be borne by the Nepal Water Supply Corporation. However, it will be the Supplier's responsibility to pay Taxes/duties as mentioned above for the amount increased beyond the total contract price. The Supplier shall be responsible to pay withholding Tax (TDS-Tax Deducted at Source) as per the income tax law of Government of Nepal applicable at the time of payment. Taxes and deduction of Payment All the payment under this contract shall be made only after deduction of withholding tax amount (TDS- Tax deducted at Source) in accordance with the clause No. 11.2 of Section IV: Conditions of Contract (COC). Liquidated damages, short fall of goods and any other charges payable to the Nepal Water Supply Corporation shall be deducted at the time of the payment.

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

10.2 11 * 11.1

11.2

11.3

Clause No. 12 12.1

Liquidated Damages If the Supplier fails to complete the delivery, installation and commissioning and make ready for putting into commercial service within the time period specified in the Table-1 given below, Nepal Water Supply Corporation shall, without prejudice to its other remedies under the Contract, deduct from the Contract Price payable to the Supplier, as liquidated damages, a sum equivalent to 0.5% percent of the price of the goods and services, which could not be delivered/commissioned (as per the Table-1) for each week of delay until actual delivery or performance up to a maximum deduction of 10% of Total contract price of the respective phase. Once the maximum is reached, the Nepal Water Supply Corporation may consider termination of the Contract.

Table-1:Phase-I Delivery, Installation, Commission Duration (Please refer to Clause No. 5 of Section IV:COC) Deduction to be made as liquidated damages for each week of delay

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Phase -I

Item

Page 43 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

Clause No.

Delivery of Within ninety (90) Goods days from the date 0.5% of the Price of (Hardware and of signing of the delayed Goods Software) Contract. 0.5% of the total Price of Goods and Services. Deduction to be made as liquidated damages for each week of delay

Within one hundred Installation, fifty (150) days B Testing and from the date of Commissioning. signing of Contract. Table-1:Phase-II Delivery, Installation, Commission Item Duration (Please refer to Clause No. 5 of Section IV:COC) Phase -II A

Delivery of Within Sixty (60) 0.5% of the Price Goods days from the date of the delayed (Hardware and of issuing of Goods Software) Purchase Order(PO). Within ninety (90) Installation, days from the date Testing and of issuing of Commissioning. Purchase Order(PO). 0.5% of the total Price of Goods and Services.

Note-1:

Any delays due to reasons attributable to Nepal Water Supply Corporation shall be considered during the calculation of LQD. Note-2: If liquidated damage is applied for failure by supplier to deliver the goods in stipulated time, the duration for which liquidated damage is applied shall be extended in the installation and commissioning part. Note-3: The calculation of LQD shall be done in weekly basis and for this purpose one week shall constitute seven days or less (i.e. even a delay of one day will be considered as a delay by one week).

13 13.1

Force Majeure The Supplier shall not be liable for forfeiture of its Performance Security, liquidated damages or termination for default, if and to the extent that, its delay in performance or other failure to perform its obligations under the contract is the result of an event of Force Majeure. For purposes of this clause, "Force Majeure" means an event beyond the control of the Supplier or Purchaser and not involving the Supplier's or Purchaser's fault or negligence. Such events may include, but are not

13.2

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 44 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements restricted to, acts to the Nepal Water Supply Corporation either in its sovereign or contractual capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions and freight embargoes.

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

Clause No. 13.3 14 14.1 14.2 14.3 14.4 14.5 14.6 15 15.1 15.2

If a Force Majeure situation arises, the Supplier shall promptly notify the Nepal Water Supply Corporation in writing of such condition and the cause thereof. Unless otherwise directed by the Nepal Water Supply Corporation in writing, the Supplier shall continue to perform its obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event. Insurance The goods supplied under the Contract shall be fully insured in a currency of Contract or in Nepalese Currency against any loss or damage incidental to manufacture or acquisition, transportation, storage and delivery in the manner specified in the Clause No. - 14.4 of this section. The Supplier shall arrange for Insurance, naming the Purchaser as beneficiary The insurance policy shall be issued by internationally recognized company or any insurance company incorporated in Nepal. The name of the insurance company and claim process shall be specified during contract Negotiation. The insurance shall be in an amount equal to 110 % of the CIF value of the goods from "warehouse to warehouse" on "all risks" basis (as per Institute Cargo Clauses A) including risks of theft, pilferage, non delivery (TPND), strike, riots, civil commotion (SRCC) and war clauses. All the items shall be fully insured by the supplier up to the final destinations. The insurance policy shall remain valid till sixty (60) days after the delivery of all the goods at the Nepal Water Supply Corporation's respective stores. Any item/part damage/ lost shall be replaced by the Supplier free of charge at first and the insurance claim shall be made by the Suppliers to recover the cost of damaged/ lost goods and the Nepal Water Supply Corporation will extend all the necessary co-operation in this regard. Patent Rights and Software Licenses The Supplier shall indemnify the Nepal Water Supply Corporation against all third party claims of infringement of patent, trademark or industrial design rights arising from use of the goods (hardware and software) or any part thereof in Nepal. Please also refer to Clause no. 22 of this section. The supplier shall provide required licenses for all the products including third party products supplied under the contract. The licenses shall be issued in the name of Nepal Water Supply Corporation by the OEM manufacturer of the respective software products. The supplier shall clearly mention all applicable license fees in SOP which shall be considered for evaluation. All original license documents shall be

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 45 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements delivered along with all products and documentation. The format of all the offered application products shall be as per the format specified in Section V, Sample Form No. 5. In course of installation, testing, operation, if some licenses are found to be not provisioned, not sufficient or not as per requirement, the bidder shall immediately provision for necessary permanent licenses and compensate for any issues or claims. Nepal Water Supply Corporation reserves the right to reallocate all licensed products from one place to another within Nepal or interface with any other systems. No license fee shall be applicable at any time for such purpose. Bidder shall provide the unit breakdown price of all the offered permanent licenses. Documents Upon shipment, the Supplier shall notify the Nepal Water Supply Corporation and the Insurance company by fax and email the full details of the shipment including contract number, description of goods, quantity, the airway bill/ bill of lading, or truck receipt number and date, port of loading, date of shipment, port of discharge, L/C number etc. The Supplier shall send by courier service a copy of following documents to the Nepal Water Supply Corporation with a copy to the Insurance company: i. Five (5) copies of the Supplier's invoices showing goods description, quantity, unit price, total amount and L/C number. ii. Original and four (4) copies of the negotiable clean airway bill, bill of lading, or truck receipt marked freight prepaid and four (4) copies of non-negotiable airway bill/ bill of lading or truck receipt with LC number. iii. Five (5) copies of packing list identifying contents of each package; iv. Insurance Certificate; v. Manufactures /suppliers guarantee certificate; vi. Certificate of origin issued by chamber of commerce vii. Manufacturer's In-Plant Test report for Software viii. Manufacturer/Supplier In-Plant Test report for Hardware ix. Software Licenses for application Software as per the format specified in Section V, Sample Form No. 5 x. Inspection certificate issued by the Material Management Department (MMD), Nepal Water Supply Corporation as per the Inspection Report submitted by Nepal Water Supply Corporation Inspector. xi. Pre-Shipment Inspection Certificate certified/ issued by the recognized International Surveyor. However, the requirement of the certificate and name of the international surveyor will be finalized during contract negotiation. A set of above mentioned non-negotiable documents shall be received by Nepal Water Supply Corporation within seven (7) days from the date

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

16 16.1

16.2

Clause No.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 46 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements of dispatch of goods and if not received, the supplier shall be responsible for any consequential expenses and effects. Factory Inspection The inspection and testing of the goods shall be performed as per the Chapter 1, Section VIII. Training The Supplier shall provide training as per the Chapter 1 of Section VIII . Additional Order Nepal Water Supply Corporation shall have the right to order additional goods and services up to twenty percent (20%) of the total contract price during the contract validity period i.e. until expiry of Annual Maintenance Service (AMS). The unit prices for additional orders shall not exceed the contract unit prices. Termination of Contract Terminations for Default Nepal Water Supply Corporation may, without prejudice to any other remedy for the breach of contract, by written notice of default sent to Supplier, terminate this contract in whole or in part: i. If the Bidder fails to sign an agreement ii. If the Supplier fails to deliver any or all of the Goods within the time period (s) specified in the Contract, or any extension thereof granted by the purchaser. iii. If the Supplier fails to perform any other contractual obligation (s) under the contract; iv. If the Supplier, in either of the above circumstances, does not cure its failure within a period of thirty (30) days (or such longer period as the Purchase may authorize in writing) after the receipt of the default notice from the Purchaser. v. If it is proved that the Contractor has committed substantial defect in implementation of the contract or has not substantially fulfilled his obligations under the contract or the completed work is not of the specified quality as per the contract , vi. If convicted by a court of law in a criminal offence which disqualifies the bidder from participating in the contract. vii. If it is proved that the contract agreement signed by the bidder was based on false or misrepresentation of bidders qualification information,

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

17 17.1 18 18.1 19

20 20.1

Clause No. 20.1.1

viii. Other acts mentioned in the Bidding documents. In the event the Purchaser terminates the Contract in whole or in part, pursuant to Sub - Clause 20.1, the Purchaser may procure, upon such terms and in such manner as it deems appropriate, Goods or Services similar to those undelivered, and the Supplier shall be liable to the Purchaser for any excess costs for such similar Goods or Services. However, the Supplier shall continue performance of the Contract to the

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 47 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements extent not terminated. After this, necessary action will be carried out to black list the Supplier and the notice of black listed shall be circulated to all departments of Nepal Water Supply Corporation. The Supplier who has been black listed shall not be eligible to participate in any tender and sealed quotations of the Nepal Water Supply Corporation. Nepal Water Supply Corporation shall also forward the necessary paper to the Public Procurement Monitoring Office (PPMO) to black-list the Contractor. Without prejudice to any other rights of the Purchaser under this Contract, the PPMO may blacklist a Bidder for his conduct up to three years. Terminations for Convenience Nepal Water Supply Corporation, by written notice sent to the Supplier, may terminate the Contract, in whole or in part, at any time for its convenience. The notice of termination shall specify that termination is for the Purchasers convenience, the extent to which performance of the Supplier under the Contract is terminated, and the date upon which such termination becomes effective. The Goods that are complete and ready for shipment within seven (7) days after the Suppliers receipt of notice of termination shall be accepted by the Purchaser at the Contract terms and prices. For the remaining Goods, the Purchaser may elect: a. b. to have any portion completed and delivered at the Contract terms and prices; and/or to cancel the remainder and pay to the Supplier an agreed amount for partially completed Goods and Services and for materials and parts previously procured by the Supplier.

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

20.1.2

20.1.3

20.2

Clause No. 20.3 21 21.1 21.2 21.3

Termination for Insolvency Nepal Water Supply Corporation may at any time terminate the Contract by giving written notice to the Supplier if the Supplier becomes bankrupt or otherwise insolvent. In this event, termination will be without compensation to the Supplier, provided that such termination will not prejudice or affect any right of action or remedy which has accrued or will accrue thereafter to the Nepal Water Supply Corporation. Arbitration If any dispute arises between the contracting parties in connection with or arising out of contract or the execution of the contract, whether the execution of works after the completion of works and whether before or after the repudiation or termination of the contract including any disagreement by either party with any action, inaction certification, the matter shall be settled by arbitration under United Nation Commission on International and Trade Law (UNCITRAL) Arbitration Rules. Arbitration shall take place in Kathmandu, Nepal and shall be conducted in English Language. The Arbitral Tribunal shall consists of three arbitrators appointed as follows:

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 48 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements (a) Each contracting parties shall appoint only one arbitrator from th... sides (b) The third arbitrator shall be appointed by agreement of the above mentioned two arbitrators. IP Indemnification: Unless otherwise agreed upon in writing between the parties, the Supplier shall provide Goods free from any infringement of third partys intellectual property right or copyright, including but not limited to patents, trade secrets (hereinafter called "Intellectual Property Rights") in the country of the place of destination. In the event a third party asserts legitimate claims against the NT based on an infringement of an Intellectual Property Rights with respect to the Goods provided by Supplier and then used in compliance with this Contract, the Supplier shall be liable to the Purchaser (NT) as follows: a) The Supplier shall at his own option and expenses either acquire the legal right to use the Goods, modify the Goods so as not to infringe the Intellectual Property Rights or replace the relevant Goods. If Supplier fails to correct the infringement, the Purchaser (NT) is entitled to terminate the Contract in whole or in part. In the event the purchaser terminates the contract in part the purchaser may procure goods and services similar to those required goods and the supplier shall be liable to the Purchaser for any excess cost for such similar goods and services. In such a case Supplier shall compensate the loss incurred during the period of interruption

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

22

Clause No. 23 24 25

b) Supplier's aforesaid obligations shall apply only if the Purchaser (NT) has notified the Supplier in writing of the claims asserted by the third party. Country of Origin, Make and Model of the offered Goods Bidder shall not deviate from the Country of Origin, Model Number, Part Number and Manufacturing Company, Country of Shipment mentioned in the Section VII: Price Schedule (SOP) until and unless manufacturer discontinues the manufacturing of the equipment or the equipment is upgraded to higher version. Supplier shall submit sufficient documents that prove the manufacturing of the good is discontinued or good is upgraded to higher version. Nepal Water Supply Corporation reserves right to accept or reject the deviation. Confidentiality Supplier shall not disclose to third parties, and shall use its best efforts to ensure that its employees keep secret, all the proprietary information obtained directly or indirectly by the Supplier, including without limitation, documents or improvements or design, processes, know-how and other unpublished information, except as may be authorized in writing by Nepal Water Supply Corporation. Limitation of Liability

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 49 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements Except in cases of negligence or willful misconduct, and in the case of infringement pursuant to Clause 22 of this section, (a) the Supplier shall not be liable to the Purchaser, whether in contract, tort, or otherwise, for any indirect or consequential loss or damage, loss of use, loss of production, or loss of profits or interest costs, provided that this exclusion shall not apply to any obligation of the Supplier to pay liquidated damages to the Purchaser and (b) the aggregate liability of the Supplier to the Purchaser, whether under the Contract, in tort or otherwise, shall not exceed the total Contract Price, provided that this limitation shall not apply to the cost of repairing or replacing defective goods and services. Conduct of Bidders The Bidder shall be responsible to fulfill his obligations as per the requirement of the Contract Agreement, Instruction to Bidders and GoNs Procurement Act and Regulations. The Bidder shall not carry out or cause to carry out the following acts with an intention to influence the implementation of the procurement process or the procurement agreement : a. give or propose improper inducement directly or indirectly, b. distortion or misrepresentation of facts, c. engaging in corrupt or fraudulent practice or involving in such act, d. interference in participation of other competing bidders, e. coercion or threatening directly or indirectly to cause harm to the person or the property of any person to be involved in the procurement proceedings, collusive practice among bidders before or after submission of bids for distribution of works among bidders or fixing artificial/uncompetitive bid price with an intention to deprive the Nepal Water Supply Corporation the benefit of open competitive bid price.

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

26

Clause No. 27

f.

g.

contacting the Purchaser with an intention to influence the Purchaser with regards to the bids or interference of any kind in examination and evaluation of the bids during the period from the time of opening of the bids until the notification of award of contract. Blacklisting Bidder Without prejudice to any other rights of the Nepal Water Supply Corporation under this Contract , the Public Procurement Monitoring Office (PPMO) may blacklist a Bidder for his conduct up to three years on the following grounds and seriousness of the act committed by the bidder:

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 50 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements a) if it is proved that the bidder committed acts contrary to the clause 26 of this section. b) c) if the bidder fails to sign an agreement pursuant to clause 20 of Section III: ITB, if it is proved later that the bidder has committed substantial defect in implementation of the contract or has not substantially fulfilled his obligations under the contract or the completed work is not of the specified quality as per the contract , if convicted by a court of law in a criminal offence which disqualifies the bidder from participating in the contract. if it is proved that the contract agreement signed by the bidder was based on false or misrepresentation of bidders qualification information, other acts mentioned in the Section III: ITB and Section IV: COC

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

Clause No. 28

d) e)

f)

Corrupt and Fradulunet Activities Government of Nepal requires that Nepal Water Supply Corporation, as well as Bidders observe the highest standard of ethics during the procurement and execution of such contracts. In pursuance of this policy, the Government of Nepal:

a)

defines, for the purposes of this provision, the terms set forth below as follows: (i) corrupt practice means the offering, giving, receiving or soliciting of any thing of value to influence the action of a public official in the procurement process or in contract execution; and fraudulent practice means a misrepresentation of facts in order to influence a procurement process or the execution of a contract to the detriment of the GoN, and includes collusive practice among Bidders (prior to or after Bid submission) designed to establish Bid prices at artificial non-competitive levels and to deprive the Borrower of the benefits of free and open competition;

(ii)

b)

will reject a proposal for award if it determines that the Bidder recommended for award has engaged in corrupt or fraudulent practices in competing for the contract in questions

Furthermore, Bidders shall be aware of the provision stated in Clauses 20.1 of the Section IV: COC.

29

Eligibility criteria of Local Support House (if Applicable) The bidder shall have local support house in Kathmandu. The support
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 51 of 147

NWSC Nepal Water-Supply Corporation

Particulars of Nepal Water Supply Corporations Requirements house shall have manpower having experience on offered hardware and software (RDBMS, C++/Java language, web based applications development, data communication etc.) for at least one year. Certificates of the same shall be submitted. The supplier shall train at least 4 Professionals of Local support house on the offered products before commissioning of the system. These Professionals shall be made capable to configure, customize offered products, reports and queries as required by Nepal Water Supply Corporation in course of system operation. Company profile and audited financial statement of last three (3) years of local software support house shall be provided. The support house shall have undertaken at least 5 software based projects with at least 2 projects on web based/database applications shall be in operation and providing technical support for on the date of bid opening. Details of such projects shall be submitted along with the bid document. Evidence of at least Five years of experience in software development and customisation shall be provided. Organization structure of Local Support House and roles of each unit shall be provided. Local software support house shall submit PAN and VAT certificate along with bid Document. The bidder shall provide certificates from user administrations (client certificates as per Annex II) as proof against all above requirements. The certificates shall be with letter head including telephone no., fax no. and address of the issuing authority duly signed with date by the authorized person, stamped with official seal and with name, designation of the signatory in the letter and these certificates shall be attested by notary public. NT reserves the right to verify these certificates with the concerned administrations.

Bidder shall state as: Fully Compliant /Partially Compliant /Non Compliant

Clause No.

End of Section IV: Conditions of Contract (COC)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 52 of 147

NWSC Nepal Water-Supply Corporation

Section V: Sample Forms

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 53 of 147

NWSC Nepal Water-Supply Corporation

Bid Form Sample Form No. - 1 Date : ...

Tender No. NWSC/07/068-69 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. To: Nepal Water Supply Corporation Nepal Khanipani Sasthan, Material Management Department, Central Office, Tripureshwor Marg, Kathmandu, NEPAL.

Gentlemen: Having examined the bidding documents including addenda Nos.: ------------(Insert number), the receipt of which is hereby duly acknowledged, we, the undersigned, offer to Supply, Delivery, Installation, Commissioning and Operation of Customer Billing Software and Ancillary Equipmentin conformity with the said Bidding Documents for the sum of ------------------- (Specify bid price in figure and words)and Inland transportation in NRs. (if applicable) ------------------ (Specify bid price in figure and words) or such other sums as may be ascertained in accordance with the Schedule of Prices attached herewith and made part of this bid. We undertake, if our bid is accepted, to complete delivery of all the items specified in the Contract within the time as specified in Clause No. 5 of Section IV: COC calculated from the date of signing of the Contract/issuance of Work Order. If our bid is accepted we will obtain the guarantee of a Bank in a sum equivalent to Ten (10) % of the Contract Sum for the due Performance of the Contract. Commission and gratuities, if any, paid to or to be paid by us to agents-relating to this Bid, and to contract execution if we are awarded the Contract, are listed below : Name and Address of Local Agent ____________________ (if none, state none) Amount & Currency ______________ Purpose of Commission Gratuities ______________

Our bid is valid up to XXXX 2012 and it shall remain binding upon us and may be accepted at any time before the expiration of this validity. Until a formal contract is prepared and executed, this bid, together with your written acceptance thereof in your notification of award shall constitute a binding contract between us. We understand that you are not bound to accept the lowest or any bid you may receive. Dated: ----------------(Specify date) Signature : ______________ Signature : ______________ Name : ______________ Name : ______________ Designation : ______________ Designation : ______________ (Witness) Duly Authorised to sign Address : ______________ bid for and on behalf of Official Seal : ______________ (In the Capacity of), Official Seal : ______________ ___________________________________________________________________________________________________________ ______________ Note : This Bid Form shall be duly filled, signed, dated and stamped with official seal. Bid Form not duly filled and without signature, date and official stamp shall be rejected and will not be considered for evaluation.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 54 of 147

NWSC Nepal Water-Supply Corporation

Bid Security Form


Sample Form No. - 2

Whereas --------(name of the Bidder) [ hereinafter called "the Bidder"] has submitted its Bid dated -----(date of submission of bid) to Supply, Delivery, Installation, Commissioning and Operation of Customer Billing Software and Ancillary Equipment(hereinafter called "the Bid"). KNOW ALL PEOPLE by these presents that WE,---------(Name of Bank) of Nepal, having our registered office at -------(Address of Bank) [hereinafter called "the Bank"], are bound unto Nepal Khanipani Sasthan [hereinafter called "the Purchaser"] in the sum of ------(currency and amount) for which payment well and truly to be made to the said Purchaser, the Bank binds itself, its successors, and assigns by these presents. Sealed with the common seal of the said Bank this--------(specify date). THE CONDITIONS of this obligation are:

a) b) c) d)

if a Bidder withdraws or requested to modify its Bid after the deadline of bid submission and before the expiry of bid validity specified by the Bidder on the Bid Form; or if the Bidder does not accept Corrected Bid Price as per the arithmetical error correction performed during financial evaluation; or if the Bidders response to the clarification sought by Nepal Water Supply Corporation as per Clause No. 17.6 of Section III: ITB, constitutes change in price and substance of the Bid; or if the Bidder carry out or cause to carry out the acts mentioned in Clause No. 24 of Section III: ITB with an intention to influence the implementation of the procurement process or the procurement agreement; or If the bidder, having been notified of the acceptance of its bid by the Nepal Water Supply Corporation during the period of bid validity, either fails or refuses to sign the contract agreement within fifteen (15) days from the date of issuance of letter of Acceptance (LOA); or fails or refuses to furnish the Performance Security in accordance with clause No. - 4 of Section IV: Conditions of Contract. If the Bidder fails to extend the bid validity period as requested by Nepal Water Supply Corporation.

e)

f)

We undertake to pay to the Purchaser up to the above amount upon receipt of its first written demand, without the Purchaser having to substantiate its demand, provided that in its demand the Purchaser will note that the amount claimed by it is due to its owing to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions. This guarantee will remain in force up to XXXX 2012 and any demand in respect there of shall reach the Bank not later than the above date. ________________________________ [Signature and Official Seal of the Bank]
The list of banks located in Nepal as Annex-VII have been short listed and acceptable to Nepal Water Supply Corporation for the purpose of Bid security.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 55 of 147

NWSC Nepal Water-Supply Corporation

Manufacturer's Authorization Letter


Sample Form No. - 3
TO:

Nepal Water Supply Corporation


Nepal Khanipani Sasthan Material Management Department, Central Office, Tripureshwor Marg, Kathmandu, Nepal

WHEREAS ------------------------------------------- (Specify name of the Manufacturer or Producer) who are established and reputable manufacturers or producers of ---------------------------------------------------------------(Specify name and/or description of goods) having factories at ------- (Specify Address of Factory or Producing House)

Do hereby authorise -------------------------------(Specify Name and Address of Bidder/Agent) to submit a Bid, and subsequently negotiate and sign the Contract with you against Invitation for bids (IFB) No. NWSC/07/068-69 for Supply, Delivery, Installation, Commissioning and Operation of Customer Billing Software and Ancillary Equipment for the above goods manufactured by us. We hereby extend our full guarantee and warranty for the Goods and Services offered for supply by the above firm against this Invitation for Bids.

______________________________________
[Signature for and on behalf of Manufacturer or Producer] [Name] ---------------------[Designation] -----------------Date :

_______________________________________________________________________________
Note : The Manufacturers Authorization Letter shall be on the letterhead of the manufacturing concern and shall be signed by a person competent and having the power of attorney to bind the manufacturer. It is mandatory to submit Manufacturers Authorization Letter for the offered equipment as per SectionVIII,Chapter 1.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 56 of 147

NWSC Nepal Water-Supply Corporation

Performance Security Form


Sample Form No. - 4
Nepal Water Supply Corporation Nepal Khanipani Sasthan Material Management Department, Central Office, Tripureshwor Marg, Kathmandu, Nepal

WHEREAS ------(name of supplier) [hereinafter called "the Supplier"] has undertaken, in pursuance of Contract No. NWSC/07/068-69 to Supply, Delivery, Installation, Commissioning and Operation of Customer Billing Software and Ancillary Equipment [hereinafter called "the Contract"] AND WHEREAS it has been stipulated by you in the said Contract that the Supplier shall furnish you with a bank guarantee by a reputable bank for the sum specified therein as security for compliance with the Supplier's performance obligations in accordance with the Contract AND WHEREAS we have agreed to give the Supplier a guarantee: THEREFORE WE hereby affirm that we are guarantors and responsible to you, on behalf of the Supplier, up to a total of ------(specify currency and amount of guarantee in figure and words), and we undertake to pay you, upon your first written demand declaring the Supplier to be in default under the Contract and without cavil or argument, any sum or sums within the limits of ------(specify currency and amount of guarantee) as aforesaid, without your needing to prove or to show grounds or reasons for your demand for the sum specified therein. This guarantee is valid until the ----------------- (Specify Date) Signature and Official Seal of the Guarantors [Name] -------------------------[Designation] -------------------------[Date]-------------------[Address]--------------_______________________________________________________________________________________
The list of banks located in Annex-VII have been short listed and acceptable to Nepal Water Supply Corporation for the purpose of Performance Security.

Sample Form No. 5 LICENSE DOCUMENT FORM


To, Nepal Khanipani Sasthan,
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 57 of 147

NWSC Nepal Water-Supply Corporation

1.

Material Management Department, Central Office, Tripureshwor Marg, Kathmandu, Nepal License for {Write name of the software product} In consideration of the Contract No. NWSC/07/068-69, {Name and address of the software product manufacturer} grants to Nepal Water Supply Corporation a fully paid-up perpetual irrevocable non-exclusive and non-transferable Corporate license on {name of the software product} with effect from the delivery date throughout the territory of Nepal to access and use the Products, including all inventions, designs, customizations and marks embodied therein, supplied under the Contract No. NWSC/07/068-69 (hereinafter called the Licensed Products), which software may be: (a) (b) (c) (d) (e) (f) (g) used or copied for use on or with the Platforms for which they were acquired; reproduced for safekeeping or backup purposes; used with the External Programs by Nepal Water Supply Corporation disclosed to and reproduced for use by the support service supplier or their subcontractors used or copied for use on or transferred to replacement computers subject to audit by the supplier to verify compliance with the license agreement copied for use in quality assurance of the licensed Programs

2. 3.

Nepal Water Supply Corporation shall use the Licensed Products in its own business only as Telecommunication Service Provider in Nepal. {Name of the software product manufacturer} warrants that: a) b) It has full power and authority to grant the corporate license to use the Programs and the information contained in the Manuals and associated documentation; The Programs will be fit for their purpose and will operate in accordance with the specifications and the manuals and related documents agreed between (a) Nepal Water Supply Corporation and (b) {Name of the software product manufacturer} and that the Program will be free from Material Defects; The Program will operate on the Platforms {Name of the software product manufacturer} will provide correction of defects during entire operational life time of the offered equipment under the arrangements of NWSC/07/068-69.

c) d) 4.

{Name of the software product manufacturer} warrants that Nepal Water Supply Corporations use of the Licensed Products will not constitute an infringement of a patent, design right, copyright or any other proprietary rights of any person. {Name of the software product manufacturer} indemnifies Nepal Water Supply Corporation and will save and hold Nepal Water Supply Corporation harmless from and against all loss, damage, costs and expenses (including legal expenses) and liabilities of every kind whatsoever arising out of or in connection with any such claims, suit or proceedings. This License shall be construed in accordance with and governed by the law of Nepal. Each party irrevocably agrees to submit to the exclusive jurisdiction of the Courts of Nepal is respect of any dispute, suit, action or proceedings which may arise out of or in connection with this License. Signed by_____________________ For and on behalf of {Write name of the software product manufacturer} Name: Title: Stamp:

5.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 58 of 147

NWSC Nepal Water-Supply Corporation

Sample Form No. 6

SAMPLE: Letter of Intent


Ref No: Cha No. : M/S Tel No: Fax No : Website:

Date: Date:

Subject: Issuance of Letter of Intent to award the contract for Tender No. NWSC/07/068-69 for

Supply, Delivery, Installation, Commissioning and Operation of Customer Billing Software and Ancillary Equipment.
Dear Sirs, This is to notify you that, it is our intention to award the contract for NWSC/07/068-69 for Supply, Delivery, Installation, Commissioning and Operation of Customer Billing Software and Ancillary Equipmentto you as your bid price: Total price CIP IT Store, Kathmandu US$ or EUR (In words: ) as corrected and modified in accordance with the Instructions to Bidders is hereby selected as substantially responsive lowest evaluated bid. Thanking you very much. Sincerely yours,

_________ Manager CC: To All Bidders

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 59 of 147

NWSC Nepal Water-Supply Corporation

Sample Form No. 7

SAMPLE: Letter of Acceptance


Ref No: Cha No. : M/S Tel No: Fax No : Website: Subject: Notification of Award for the for Tender No. NWSC/07/068-69 for for Supply, Delivery, Installation, Commissioning and Operation of Customer Billing Software and Ancillary Equipment. Dear Sirs, This is to notify that your Bid dated ... for Tender No NWSC/07/068-69 for Supply, Delivery, Installation, and Commissioning of Customer Billing Software and Ancillary Equipment, Total price CIP IT Store, Kathmandu (In Word: ) as corrected in accordance with the Instructions to Bidders is hereby accepted. You are hereby requested to send your authorized representative for contract negotiation and signing of contract within 15 days. Please also be informed that contract will be awarded only upon successful contract negotiation. You are also requested to furnish the performance security as per clause No. - 4.1 of Section IV: Conditions of Contract (COC) and Sample form No 4 in tender document amounting 10% of the Contract value at the time of signing of the Contract. The performance security shall be issued or counter guaranteed by one of the banks as mentioned in clause No 4 of Section II: Invitation for bids upon successful contract negotiation. Nepal Water Supply Corporation shall forfeit the bid security, in case you fail to furnish the Performance Security and to sign the contract within specified period. Kindly acknowledge the receipt of the letter of acceptance at the earliest Thanking you very much. Sincerely yours, _________ Manager CC 1. Local Agent (If Any)

Date: Date:

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 60 of 147

NWSC Nepal Water-Supply Corporation

Sample Form No. 8

Sample: CONTRACT AGREEMENT FORM


THIS AGREEMENT made on the day of 2011, between: Nepal Doorsanchar Co. Ltd (Nepal Water Supply Corporation), having its Central Office at Tripureshwor Marg, Kathmandu, Nepal; hereinafter called the "Purchaser", of the one part; And M/s (Name and Address of the Supplier) hereinafter called the "Supplier", of the other part ; WHEREAS, the NEPAL WATER SUPPLY CORPORATION is desirous that certain goods and ancillary services should be provided by the supplier viz., Supply, Delivery, Installation and Commissioning of Customer Billing Software and Ancillary Equipment and has accepted the proposal submitted by the supplier for the provision of those goods and services in the sum of Total Contract Price CIP ITD Store, Kathmandu in US$ . ... (In Words: ) hereinafter called "the Contract Price". NOW THIS CONTRACT WITNESSETH AS FOLLOWS: 1. In this Contract words and expressions shall have the same meanings as are respectively assigned to them in the Conditions of Contract referred to. The following documents shall be deemed to form and be read and construed as part of this Contract, viz.: (a) (b) (c) (d) (e) (f) (g) (h) (i) Form of Contract; Conditions of Contract; Price Schedule and Quantity Thereof; Technical Specification; Minutes of Meeting dated ...; Power of Attorney; Letter of Intent; Nepal Water Supply Corporations Tender Document No. NWSC/07/068-69; Suppliers Bid Proposal submitted under the Tender No. NWSC/07/068-69;

2.

The above documents (a) to (g) are attached herewith.

In the event of any conflict or any inconsistency among the aforesaid documents, the documents bearing the latest date shall prevail over such other document. 3. In consideration of the payments to be made by the NEPAL WATER SUPPLY CORPORATION to the Supplier as hereinafter mentioned, the Supplier hereby covenants with the NEPAL WATER SUPPLY CORPORATION to provide the Goods and Services and to remedy defects therein in conformity, in all respects, with the provisions of the Contract.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 61 of 147

NWSC Nepal Water-Supply Corporation

4.

The NEPAL WATER SUPPLY CORPORATION hereby covenants to pay the Supplier in consideration of the provision of the Goods and Services and the remedying of defects therein, the Contract Price or such other sum as may become payable under the provisions of the contract at the times and in the manner prescribed by the Contract.

IN WITNESS whereof the parties hereto have caused this AGREEMENT to be executed in accordance with their respective laws the day and year first above written.

Signed, Sealed and delivered by the said (for the Purchaser)

Signed, Sealed and delivered by the said (For the Supplier)

Managing Director Nepal Water Supply Corporation

In the presence of (For the Purchaser)

In the presence of (For the Supplier)

Deputy Managing Director, Finance Nepal Water Supply Corporation

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 62 of 147

NWSC Nepal Water-Supply Corporation

Sample Form No. 9

Sample: Bidders Information Form 1. 2 Bidders Legal Name Bidders Address:

3 4. 5. 6.

Bidders Country of Registration: Bidders Year of Registration: Bidders Legal Address in Country of Registration Bidders Authorized Contact Person: Name: Address: Telephone/Fax numbers: Email Address

7 8 9

Bidders Telephone/Fax numbers: Bidders Email Address: Details of Bidders Local Agent (If Applicable) (Name, Address, E-mail, Telephone, Fax and Contact Person)
Note: This shall be attached to the 3rd Envelope Documents for bid Opening

End of Section V: Sample Forms

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 63 of 147

NWSC Nepal Water-Supply Corporation

Section VI: Schedule of Requirement

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 64 of 147

NWSC Nepal Water-Supply Corporation

End of SOR (Schedule of Requirement)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 65 of 147

NWSC Nepal Water-Supply Corporation

Section VII: Schedule of Price

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 66 of 147

NWSC Nepal Water-Supply Corporation

End of SOP (Schedule of Price)

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 67 of 147

NWSC Nepal Water-Supply Corporation

SECTION VIII: TECHNICAL SPECIFICATION CHAPTER 1: GENERAL TECHNICAL SPECIFICATION


Clause No.

Particulars of Nepal Water Supply Corporations Requirements

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

1.

GENERAL
Nepal Water Supply Corporation (Nepal Khanipani Sasthan) intends to install powerful and versatile Customer Billing Software in its Branch office located at 22 district of Nepal. For the implementation of above system, Nepal Water Supply Corporation intends to purchase all the necessary hardware, software and services. This Project shall be designed to give customer service for handling 20K BHCA at a time. It shall be noted that all offered bids shall be evaluated based on total equipments and accessories required for this project. At the time of issuing purchase order in view of real demand and implementation scenario NT shall have the right to alter the quantities up to 20% to +20% for each lot. It would be under NEPAL WATER SUPPLY CORPORATIONs sole discretion to select the offer that is more advantageous than the other bids from technical, financial and utilization of existing resources points of view.

2.

OBJECTIVES:
With this CCC, NT intends to I. Provide inbound and outbound service support for customers. II. Provide technical support for customers. III. Provide the call agent performance measures, external customer satisfaction and internal company performance. IV. Market study by means of recorded data of customer.

3.

SCOPE OF WORK:
The scope of work under this specification includes following:

3.1

SUPPLY AND DELIVERY OF CCC SYSTEM (HARDWARE, SOFTWARE AND LICENSES):


The Supply and delivery of CCC system (Hardware, Software and licenses) shall be done by the supplier as per Section VI: Schedule of Requirement (SOR).

3.2 3.2.1

SERVICES:
INSTALLATION, SUPERVISION AND COMMISSIONING SERVICES: Installation, Testing and Commissioning of the complete system shall be done by the supplier. Site acquisition and power management of CCC equipment shall also be the suppliers responsibility. Factory inspection at manufacturers premises. Training at manufacturers premises. Warranty service.

3.2.2 3.2.3 3.2.4

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 68 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


Annual Maintenance Service (AMS). Service Level Requirement for Warranty and Annual Maintenance Service (AMS). The detailed requirement for each of above services is given in later clauses in this Section. The personnel/experts deputed by the supplier for this project for abovementioned services should be fully dedicated to this project and shall report to the NT project manager on a regular basis. Delivery, and implementation services shall be carried out as following: a) Phase I b) Phase II The end-to-end software solution for CCC system including features and functionalities shall be delivered in Phase I. However, each subsequent Phase shall also include system capacity upgrade and software enhancement as required for the particular phase. Phase wise delivery and implementation services: Customization/enhancement, Installation, testing, commissioning, acceptance testing, go-live & migration shall be done separately for each Phase. Final Acceptance testing shall be done separately for each Phase.. The implementation of CCC system shall be done in two Phases. However purchase order of second phase will be given only on successful implementation of preceding phase and after re-assessment of NT requirement at that stage. In case of material urgency and if the commissioning is performed without any major deficiency, NT may place purchase order before the issuance of PAC for first phase. The unit prices of any item shall not exceed the lowest offered unit price in any phase. Nepal Water Supply Corporation shall issue the DCC, PAC, FAC and WCC for each phase.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

3.2.5 3.2.6 3.2.7 3.2.8

3.3

3.4

3.5

3.6 3.7 3.8

INTEROPERABILITY:
The bidder shall strictly guarantee the interoperability of their offered equipment with equipments/products manufactured by different vendors.

4.

BIDDERS EXPERIENCE AND FIELD PROVEN EQUIPMENT:


All clauses under this part are major requirements and shall be fully complied by the bidder. The requirements marked with (*) and shall be part of preliminary evaluation. The bids with any deviations or reservations to these clauses or non submission of items as required shall be rejected.

4.1 4.1.1
*

BIDDERS EXPERIENCE:
The Bidder shall be Manufacturer of Customer Billing Software . The Bidder shall have been manufacturing CCC system for at least Four (4) years on the date of bid opening. The Bidder shall provide the proof of being the manufacturer in the form of Registrations certificates from the concerned authority in the manufacturers country. The offered equipment shall have been supplied by the bidder to at least four countries and shall be in continuous satisfactory operation in each

4.1.2

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 69 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


operator/companies for more than 2 years at the time of bid opening. The total deployed capacity of the offered equipment by the bidder shall have at least 10,000 agents to all operators and/or companies. The bidder shall have been deployed one single CCC in a single operator or company having the system capacity of at least 1000 agents. The Bidder shall be providing Technical Support Services to at least two operators/Companies for their supplied CCC equipment in operation for more than one year on the date of bid opening.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

4.1.3 4.1.4 4.1.5

4.1.6

Relevant certificates from the user administrations in certification of the above mentioned experiences (clause 4.1.1 to 4.1.5) and satisfactory performances of the offered equipment in actual service shall be provided along with the bid.

4.2 4.2.1

Financial Capabilities of Bidder:


The bidder shall have a minimum sales turnover of and above USD 10 Million per annum for the last three (3) consecutive fiscal years which shall be supported by audited financial statements and Annual Reports.

4.3 4.3.1

PROOF OF COMPLIANCE VISIT:


NT shall send technical experts to verify the bidders claim of compliance to technical specifications. The proof of compliance of the offered equipment shall be performed during the Bid evaluation of the tendering process. The visit will be conducted within 1 month of issuance of letter from NT. NT shall choose the large network /any other suitable site in the country other than country of origin as per the supply records certificates. NT may visit the manufacturers premises if necessary. During evaluation, NT shall decide the tests to be performed. The cost of the visit shall be borne by Nepal Water Supply Corporation and the duration shall be of two week. The bidder shall arrange with the operator/company for the tests and other demonstrations as needed and the bidder shall also arrange for required test of equipments.

4.4 4.4.1
*

CERTIFICATES AND SUPPLY RECORD:


The bidder shall submit certificates/documents issued by the concerned authority or operator or company in order to prove the fulfillment of requirements mentioned above under the clause number 4 marked as *. Bidder shall submit original certificates with the letter head of the issuing authority duly signed with date by the authorized person, stamped with official seal and with name, designation of the signatory in the letter) regarding Bidders/Manufacturers experience and field proven-ness as mentioned as and where in this tender document. IF Bidders submits the copy document, the copy document shall be attested by Notary Public/ concerned Embassy in Nepal. Attestation shall be in English Language. All the documents written in the language other than English language shall be followed by English translations. Translation shall be done by
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

4.4.2

Page 70 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


authorized institution/Agency/ Concerned Embassy in Nepal. Nepal Water Supply Corporation reserves the right to verify the authenticity of the certificates and satisfactory operation of the equipment supplied by the bidder in other administrations. The bidder shall provide the name with his/her designation, Company, email, telephone number and fax number of the contact persons of operators and/or the concerned authority, issuing the certificates in order for Nepal Water Supply Corporation to verify the authenticity or seek clarification of the submitted certificates if necessary. The bidder shall bear the responsibility of providing response from the concerned authority if verification of submitted certificate is required. If there is no response from the mentioned contact person and if the information mentioned in the certificate is found to be not true, the certificate shall be considered invalid The bidder shall provide detailed supply record of the product in the format as attached Annex I. The makes, model and Hardware/Software versions of the respective equipment shall be clearly mentioned in the submitted certificate. Each submitted certificate shall be clearly labeled with unique numbers or markings, which shall be mentioned as the reference in the compliance statement of related clause. The Bidder shall provide the supply records, verifying above data, which shall clearly mention the name of operator and authorized person, address, telephone, fax numbers, email addresses of contact persons, to whom offered system has been supplied. NEPAL WATER SUPPLY CORPORATION reserves the right to substantiate the bidders claim, with the concerned administrations, about the satisfactory performance of the equipment supplied and their experiences and details of special problems (if any) that have been encountered with the hardware or software in actual service. In view of rapid technological developments taking place, the Bidder shall offer updated versions of the field proven equipment. The changes introduced in such equipment shall, however, be evolutionary and not revolutionary in nature. The bidder shall submit the full details of the technological changes incorporated in the hardware and software of the offered equipment. The bidder shall provide Quality Assurance Certificate ISO 9000 Series Certificates relating to the manufacturing of CCC Equipment and related third party Hardware (Server, Routers etc).

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

4.4.3

4.4.4 4.4.5 4.4.6

4.4.7

4.5

4.6

4.7

MANUFACTURER AUTHORIZATION
If the bidder is supplying the below listed equipment and accessories from the third party manufacturers, the bidder shall provide manufacturer authorization letter and guarantee letter from manufacturer for availability and support of such equipment for at least five (5) years from the date of commissioning. Such Authorizations are required at least for following equipments and accessories:

i) ii) iii) iv)

IVR
Servers Software Database

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 71 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


The Authorization shall also include the guarantee for the availability of spare partss for the five (5) years from the date of expiry of Warranty. The Manufacturing Authorization shall be in the format as specified in Sample No. 3 of Section V.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

4.8

The bidder shall submit along with bid, the complete list of partners (third party vendors including database) formed for bidding in this tender including but not limited to Hardware-Software Solution Providers/ Technology Providers/ Consortium Members, etc. The bidder shall furnish signed letters from all partners stating their participant in this tender. The bidder shall have back to back agreement with each of the partners (including database vendor) individually, to ensure that respective product support for implementation, operations, maintenance, spares, warranty, Annual Maintenance Service (AMS) and upgrades is available to NT for minimum period of 3 years from the date of expiry of warranty period. The bidder shall supply a certificate from third party vendors indicating the coverage of warranty and Annual Maintenance Service (AMS) support. The warranty and services support during warranty/Annual Maintenance Service (AMS) period shall be covered by the third party local support centre, i.e. if the servers or any equipment have local support center in Nepal, those shall be handled by Nepal service support centre.

4.9

5. 5.1

TRAINING AND FACTORY INSPECTION


The bidder is required to provide the following trainings to the Nepal Water Supply Corporations engineers. The training and factory inspection shall be conducted at the manufacturers premises. The courses and final quantity shall be finalized during the contract negotiations.

5.2 5.2.1

ENGINEERING TRAININGS BASIC OPERATION & MAINTENANCE SYSTEM TRAINING:


The bidder shall provide general Operation and Maintenance system training for ten (10) Nepal Water Supply Corporations engineers for a period of 20 working days in Phase-I. The objective of this training is to enable Nepal Water Supply Corporation engineers to carry out installation, operation and maintenance of the offered system independently. Training shall be conducted in one group. The course `content of this training is as follows:

Sr.No. 1 2 3 4

Subject Overview of CCC Architecture of CCC Hardware Functional description of each elements used in CCC Concept of IVR function and feature with flow diagram and routine concept

Working Days 1 1 4 3

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 72 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


5 System Features ,services, security, Inspecting, Recording, Reporting Real Time charging and billing concept. Detail concept of Software, licenses, Database and application. Call agent handling concept Concept of Networking equipment used in CCC Installation and Testing concept Total 4

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

6 7 8 9

3 2 1 1 20

5.2.2

ADVANCE SYSTEM TRAINING:


Upon the training completion, these trainees shall be able to operate the system and do the in depth maintenance and troubleshooting, and debugging the offered system independently. The target group of this training is Nepal Water Supply Corporation staff having engineering background and total number of trainees for this part of training is four (4) in phase-I and 15 working days. The training shall be conducted after the completion of installation and commissioning of offered system. The course content of this training is as follows: Sr.No. 1 2 3 4 5 Subject System fault debugging. management and Working Days 2 1 1 2 3

Advance Database Management Advance system feature and function Advance IVR call flow management Customized Report generation and designing tools and performance management Queue management and optimization Multimedia call agent management (Email/web/chat/IM/SMS/MMS/Social Networking Agent) Real time billing and charging System backup , emergency concept Total restore and

6 7

1 2

8 9

1 2 15

5.2.3

SUPERVISOR AND AGENT HANDLING TRAINING:


Upon the training completion, these trainees shall be able to handle the agent desktop and able to interact with the user/customer. The target group of this training is Nepal Water Supply Corporation staff doing telephone operator and
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 73 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


supervisor jobs. Total number of trainees for this part of training is ten (10) and 15 working days in each Phase. The training shall be conducted in two groups. The course content of this training is as follows: Sr.No. 1 2 3 4 5 6 Subject Basic concept of Agent Basic concept of Hardware and software used in the Agent terminal Concept of Voice and Multimedia calls Handling of inbound and outbound calls. Concept of operation management tools for the supervisors. Concept of different Call control feature and function provided by CCC to the Agent/Supervisor followed by practical classes. Concept of security supervisor/agent. management Working Days 1 1 1 1 2 5

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

7 8 9 10

1 1 1 1 15

Concept of monitoring and control function of agent. Concept of different types of report generation. Concept of quality control of call Total

5.2.4

SENIOR ENGINEER TRAINING AND VISIT:


The bidder shall provide senior engineer training and site visit to the manufacture sites and where the proposed equipment is in operation in the field. Total number of persons for this training is five (5) in Phase-I for Nepal Water Supply Corporations senior engineers for a period of 15 working days. These personnel will be responsible for overall overseeing and supervising the installation, commissioning, testing of CCC system. The course content of this training is as follows: Sr.No. 1 2 3 4 Subject Overview of CCC Architecture of CCC Functional block diagram of CCC Basic and advanced System Features ,services, security, Inspecting, Recording, Reporting Real Time charging and billing concept. Working Days 1 1 1 2

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 74 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


5 6 7 8 9 10 11 12 13 Software, licenses, application concept Database and 1 1 1 1 1 1 1 1 2 15

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Concept of handling of Call agent (Voice and Multimedia). Concept of IVR call flow Concept of different types of reports generated by CCC. System security concept Performance monitoring concept Real time billing and charging concept Concept of installation, commissioning and testing of System. Site visit Total

5.2.5

SENIOR MANAGEMENT VISIT


The bidder shall make the necessary arrangement for NT management visit to the manufacture sites and where the proposed equipment is in operation in the field. Such a visit will be made to study the performance, readiness and facilities of the offered system. The target group for this visit shall be NT management personnel and total number of visitor for this part of visit is three (3) for 7 working days in Phase-I.

5.3

DAILY ALLOWANCES AND ROUND TRIP TICKETS


The daily allowances and the cost of round trip air ticket from Nepal of each trainee will be borne by NEPAL WATER SUPPLY CORPORATION.

5.4 5.4.1

TRAINING COST
The bidder shall quote the price for the training mentioned in this Clause: For the training at manufacturers premises, the price quoted shall include tuition fee, accommodation, local transportation, training materials including handbooks/manuals (hard copy as well as soft-copy in CD) for each participant. Detailed breakdown of training cost showing cost of each of the components indicated above shall be provided. The cost of economy class round trip tickets for any travel required for the trainees within the suppliers country shall be included in the training costs. The trainees shall be insured for medical treatment, travel and all kinds of risks during their stay in the manufacturers country. The insurance expenses shall be included in the training cost.

5.5 5.5.1

FACTORY INSPECTION:
All the equipment shall be tested in the manufacturers factory before the shipment. The test results shall be supplied with the equipment. Nepal Water Supply Corporation shall depute two (2) Senior Inspectors to participate in the factory inspection in each phase and acceptance test of the equipment for a period of seven (7) working days at the supplier's invitation. The bidder shall notify Nepal
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 75 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


Water Supply Corporation, the starting date of the inspection by Nepal Water Supply Corporations Inspectors at least thirty days prior to the shipment. The bidder shall provide all the necessary test equipment, tools and help to test the system performance. The manufacturer shall correct all the deficiencies (if found), before the shipment of the equipment.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

5.5.2

The test procedure for testing the equipment shall be provided to Nepal Water Supply Corporation for approval, one month prior to the factory inspection. During the factory inspection, NT inspectors shall have the liberty to perform any test, to verify if any or all the technical requirements specified in the Nepal Water Supply Corporations Technical Specification are correctly implemented. It shall be the responsibility of the bidder to make necessary arrangement including the test equipment to perform such tests. The bidder shall provide accommodation, local transportation and within-country transport facility for the Nepal Water Supply Corporations Inspectors, during the in-plant acceptance test. The cost of economy class round trip tickets for any travel required for the inspectors within the suppliers country shall be included in the factory inspection cost. The inspector shall be insured for medical and all kind of risk during his/her stays in the manufacturers country. Insurance cost shall be included in the factory inspection cost. The daily allowances and the cost of round trip air ticket from Nepal of each inspector will be borne by NEPAL WATER SUPPLY CORPORATION.

5.5.3

5.5.4 6. 6.1
*

The total cost of training and factory inspection as detailed above shall be considered for evaluation.

INSTALLATION , SUPERVISION AND COMMISSIONING SERVICES:


The installation, testing, supervision and commissioning of complete system shall be performed by manufacturers Technical experts. The bidder shall engage all the trained Nepal Water Supply Corporation Engineers in the Installation, Testing, Commissioning and Operation of the complete system. The purpose of engaging Nepal Water Supply Corporations engineers in the task is to give them the first hand knowledge about the system. The Technical Supervisor shall be fully capable to handle all the technical issues related to the contract. Further, the bidder shall provide the bio data of all the people who will be engaged in the project, including their experiences. Nepal Water Supply Corporation, if realizes that the experience of the assigned personnel is inadequate to carry out the task, shall have the full authority to reject him/her and ask the bidder to arrange for the more experienced personnel. In any case, Supplier shall not involve their employees assigned for this project to any other project until completion of this project.

6.2

6.3

The Bidder shall provide detailed installation documents in the form of hard copy and soft copy containing all necessary installation diagrams, cabling details, rack wise/frame wise configuration details, installation practices and testing procedures to do proper installation. The bidder shall also provide the detail installation procedure for software, database and licenses.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 76 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


Normally, the installation shall be carried out during working hours applicable in Nepal. The working hours could be changed, if required, on mutual agreement. However software installations, patch loadings etc. shall be performed in the presence of NT personnel with the approval. The bidder shall quote for the installation, supervision and commissioning services. The price quoted for installation, supervision and commissioning services shall be valid until the issuance of final acceptance certificate (FAC). The total cost of installation, supervision and commissioning services as detailed above shall be considered for evaluation.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

6.4

6.5 6.6 7.

EQUIPMENT LAYOUT
The Bidder shall provide the typical equipment layout plans for the different size of Offered equipment. Full details of equipment dimensions, weights and floor loading as well as required ceiling height shall be supplied by the Bidder. However, the bidder shall accommodate the equipment in the existing sites. The actual room layout for the equipment and any change on equipment layout shall be agreed by both parties during site survey.

8.

PRE-INSTALLATION DATA COLLECTION


Supplier shall depute a technical team for site survey and collection of Network and equipment related data prior to the delivery of equipment. The team shall collect all necessary data such as signaling/protocol used, interfaces, APIs, room layout, equipment layout, actual cable lengths etc. The survey and data collection shall be carried out within one month from the date of the signing of the contract. For this purpose a joint technical team from supplier and Nepal Water Supply Corporation will carry out detailed survey and data collection work prior to the delivery of the equipment. Some of the NT entities have been listed in Annex VIII and Annex IX. Site survey cost shall be quoted in the installation, supervision and commissioning services.

9.

PRE-INSTALLATION WORK
The Bidder shall provide the details of pre-installation works (i.e. site lay out for making holes on the floors, walls, ceilings etc. and/or any other minor civil works) to NT within two months from the date of the signing of the contract. NEPAL WATER SUPPLY CORPORATION will complete this pre-installation work before the delivery of equipment. The cost of pre-installation work shall be quoted in the installation, supervision and commissioning services.

10. 10.1

TOOLS AND TEST INSTRUMENT:


It shall be the obligation of the bidder to arrange all the tools and test instruments that are required for carrying out installation, testing, commissioning and acceptance testing of the equipments. These tools and test instruments could be imported on temporary basis and shall be returned to the bidder after the system is handed over to Nepal Water Supply Corporation.

11.

INSTALLATION MATERIAL
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 77 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


The bidder shall provide the adequate quantity of installation materials including Power cables, Racks (wherever applicable), DDF,ODF frames to accommodate cable connections, interconnection cable, Connectors, Patch cables and other accessories (including nuts, bolts, screws etc.) required for the installation and commissioning of the complete system. The small items under installation material, e.g. connectors, screws, bolts, ground strips shall be supplied 10% extra, in order not to delay the installation works due to losses of those items. The supplier shall provide the detailed breakdown list of the installation materials that shall be supplied for each installation site and the unit prices of each item. E1 connectivity shall be with impedance 75 ohms- unbalanced co-axial cables. For evaluation purpose, the cable length shall be 50 meters up to DDF/ODF. The cables shall be supplied with pre-fabricated connecters. However, the actual length shall be calculated for the project implementation during the site survey. The cost of installation materials shall be considered for evaluation.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

12.

DOCUMENTATION
The bidder shall provide original documentation required for installation, testing, operation, maintenance and expansion of all the system components and services including procedures. The system document for operation and maintenance shall be supplied. These documentations shall be written in English language. The bidder shall supply each document in CD-ROM format (two copies) and two set of hard copy. The documents in CD-ROM shall be in easily available viewing formats like html, pdf etc easy navigation menu/hyperlink system. NEPAL WATER SUPPLY CORPORATION will have full ownership and copyright of the documents for use within NEPAL WATER SUPPLY CORPORATION. The prices quoted for documentation shall be considered for evaluation.

13.

INSTALLATION, TESTING AND COMMISSIONING STEPS:


The installation shall be carried out in the following steps:

13.1

MATERIAL VERIFICATION
The material shall be verified jointly by representatives of Nepal Water Supply Corporation and Bidder as per invoice and packing list, and then received by bidders representative before the start of installation. The verified equipment list shall be submitted to Project Manager of NT for inventory purpose. The entry of the material to NTs store shall be done only in the presence of NT project office representative. Bidders local freight forwarder shall obtain material delivery confirmation letter from NT Project office duly signed by Project manager or any deputed engineers/personnel. Prior to the confirmation of proper material delivery, Bidder shall verify the authenticity of delivery report submitted by local clearing and forwarding agent on consultation with NT Project manager.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 78 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


Hardware deficiency record will be maintained for every site if some items are found missing.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

13.2

ISSUANCE OF DELIVERY COMPLETION CERTIFICATE:


Nepal Water Supply Corporation shall issue Delivery completion Certificate after the verification of goods in accordance with 13.1, within 30 days against all the materials delivered for mentioned sites according to Packing List/Bill of Quantity and invoice, without any major deficiency. In case of non delivery of the minor hardware (hardware which do not affect in immediate installation and testing), Nepal Water Supply Corporation shall issue the DCC mentioning list of the minor non delivered equipment and payment shall be made by deducting the price of the minor non delivered equipment. However, the Bidder shall deliver all the hardware, software and license before completion of installation and testing, otherwise the system is not considered to be ready for the Provisional Acceptance Test (PAT). Issuance of DCC will not prejudice any claim with respect to any missing item or defect or malfunction, which may subsequently develop during the course of project.

13.3 13.3.1

HARDWARE INSTALLATION
The physical installation of the equipment shall be performed according to the standard procedure by the supplier. The Bidder shall provide in advance, all the installation documents, which will contain all necessary installation diagrams, installation procedures and tests to be followed for proper commissioning and functioning of the equipment. Hardware Installation report: After completion of the physical installation and successful hardware testing, the installation team shall submit the Hardware Installation report to the NT Project Manager. The report shall contain the complete material delivered and installed at different locations (rooms and floors). Remaining items (if any) returned to NEPAL WATER SUPPLY CORPORATION store are also to be mentioned. The report shall also include actual installed equipment layout and its configuration diagram. The Bidder shall be held responsible for any delay in installation due to shortage of any kind of hardware/ materials or due to inadequate installation diagrams, documents, instructions and/or legends required for correct installation of equipments.

13.3.2

13.4 13.4.1

SOFTWARE INSTALLATION AND TESTING:


The software installation shall be performed according to the standard procedure. The Bidder shall provide in advance, all the software installation documents, which will contain all necessary installation procedure and tests to be followed. Tests for servers and peripherals installed shall also be included. Nepal Water Supply Corporations trained engineers shall also be involved in all steps of software installation and testing.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 79 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


The installation team shall also perform detailed software testing of operating system, database, applications etc. and do hardware diagnostics. The tests shall include each and every requirement specified in the Technical Specifications. During this test, all modifications in the software, hardware, firmware, database, etc. that are required to meet the Technical Specification shall be successfully incorporated. Each and every test performed shall be properly documented with date and signature of the test team.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

13.4.2

13.5

SOFTWARE TEST REPORT:


During software testing of the system, the system shall be interconnected with existing PSTN/CDMA/GSM/NGN/CRM/ERP system and perform the tests for all types of user request (voice, fax, email, chat, Web, SMS, MMS,WAP etc. ) and its related routing, charging, xDR generation, report generation etc. After successful completion of the software testing, the test team shall submit the Software Test Report to NT Project Manager. The test report shall contain list of all the tests and results including the facilities and features mentioned in the Technical Specifications, and the correct status of their implementation.

13.6

COMPLETION OF INSTALLATION, TESTING AND COMMISSIONING:


The date of invitation from the Bidder to perform Acceptance Test and upon confirmation of systems readiness for start of acceptance testing by Nepal Water Supply Corporation, which leads to the successful acceptance testing without any major deficiency, shall be considered as the date of completion of Installation, Testing and Commissioning. However, If the major deficiencies are found during the acceptance testing, the date when the major deficiencies are corrected shall be considered as the date of completion of the Installation, Testing and Commissioning.

14. 14.1 14.1.1

PROVISIONAL ACCEPTANCE TEST (PAT)


GENERAL
The Bidder shall submit detailed list of the acceptance test procedures. Test procedures shall include all the tests for features or functions specified in the contract. The list of tests shall be submitted to NEPAL WATER SUPPLY CORPORATION for approval at least 2 (two) months prior to the start of the acceptance tests. After submission of the Hardware Installation Report and Software Test Report to NT Project Manager, the Bidder shall invite NEPAL WATER SUPPLY CORPORATION to carry out acceptance testing. The acceptance testing will start within 15 working days from the date of receipt of such invitation. In the event, that Bidder has issued the invitation, but the installation site/system is found incomplete, the PAT is halted. The Bidder shall make all the necessary arrangement to make system ready for acceptance and invite NT for PAT again. The later invitation which leads to successful PAT shall be applicable for the installation and commissioning date, which shall also be applied for the application of LQD if any. Acceptance Testing of the CCC shall include software, hardware and other offered items shall be carried out as they are delivered and installed and ready to put into

14.1.2

14.1.3

14.1.4

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 80 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


operation. The Provisional Acceptance Testing shall be carried out after successful installation and testing of the complete offered systems.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

14.1.5

Acceptance testing shall comprise of physical verification and technical verification to see the technical performances of the equipment under acceptance testing are as per the Technical Specifications, and shall be carried out jointly by the representatives of the Bidder and NEPAL WATER SUPPLY CORPORATION. The manufacturers personnel shall be available any time, for assistance or for the clarification to NEPAL WATER SUPPLY CORPORATION queries during the acceptance testing.

14.2 14.2.1

PHYSICAL VERIFICATION:
Physical verification shall consist of visual inspection and physical counting of the material delivered, materials installed and balance items in the store against the bill of quantities in the Contract and the packing list. Spare hardware shall also be checked in the live system for their correct functioning. During the Physical verification, if some consumable parts are seen already damaged before the acceptance test is performed, it shall be the responsibility of the supplier to replace or replenish them. Defective/damaged items as found above are to be replaced before the Acceptance Testing, without any additional cost to NT.

14.2.2

14.3 14.3.1

TECHNICAL VERIFICATION:
To carry out the technical verification, the test procedures mentioned in the approved Acceptance Test Procedure shall be followed. However, NEPAL WATER SUPPLY CORPORATION acceptance test team shall have the liberty to perform any test to verify if any or all the technical requirements specified in the technical specification document are correctly implemented. It will be the responsibility of the Bidder to make necessary arrangements including the test equipment to perform such tests. If any modifications in the software, hardware, firmware, database etc. are deemed necessary during the acceptance testing, all or relevant tests performed before these modifications shall be repeated if felt necessary. No patch insertions, hardware or software modifications shall be done after the acceptance test without approval of Nepal Water Supply Corporation. All features, facilities, report generating tools, etc. that are provided during the acceptance testing shall not be removed after acceptance testing. Load Test shall be performed at full load. If load test is not successful and required any additional hardware, software, licenses etc shall be supplied by the bidder without additional cost to NT and all or relevant tests performed after these modifications shall be repeated if felt necessary. Date of completion of Provisional Acceptance Testing shall be date of submission of the final report of acceptance testing after fulfillment of all requirement mentioned in clause number 14.

14.3.2

14.3.3 14.3.4 14.3.5

14.3.6

15.

PROVISIONAL ACCEPTANCE CERTIFICATE (PAC):


Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 81 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


After completion of the acceptance testing, NEPAL WATER SUPPLY CORPORATION shall issue the Provisional Acceptance Certificate or Rejection Letter for the equipment, within 30-days from the date of submission of the final report of acceptance testing. The Provisional Acceptance Certificate will be issued only if all the tests specified in the acceptance test manual and according to the technical specifications, are successfully performed without any major deficiencies. NEPAL WATER SUPPLY CORPORATION shall issue the Rejection Letter if one or more of the following major deficiencies are noticed during acceptance testing.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

15.1

MAJOR DEFICIENCIES
Malfunctioning of any of the following shall be considered as major deficiency: i) ii) iii) iv) v) vi) vii) viii) ix) x) xi) xii) Call control Handling of Overload conditions System Security Signaling related functions Switchover between Active and Standby unit. Billing and charging function, storage, transfer and retrievals. System start-up (initialization), reload and restarts of any one of the system level processors. Storage of modifications in the history file. System failure due to local power module. Non-delivery of system document and installation documents. Agent/System based Reports Soft Client

Apart from above mentioned items, any action/function which affects the services, system operations shall be considered as major deficiency.

15.2

Issuance of Provisional Acceptance Certificate will not prejudice any claim with respect to any defect or malfunction, which may subsequently develop during the warranty period. Normally Nepal Water Supply Corporation will put the system for commercial operation after the Provisional Acceptance testing is completed according to the contract schedule. If the testing and commissioning of the system is delayed beyond the contract schedule period due to reasons attributable to Bidder and /or if there are major deficiencies that can be solved with temporary solutions or major deficiencies that do not have any effect on basic operation of the system, Nepal Water Supply Corporation will have full authority to put the system into commercial service without issuing Provisional Acceptance Certificate. Under such circumstances, the Bidder is required to make the basic functions and services ready for putting the system into service and provide maintenance service (Technical support and maintenance of Hardware and Software) from the date the system is put into commercial service at no additional cost to Nepal Water Supply Corporation.

15.3

16. 16.1

STABILIZATION PERIOD:
If the PAC is issued without any deficiency, the stabilization period shall start which will be of 90 days continuous after the date of issuance of PAC. However, if the PAC is issued with minor deficiencies, stabilization period (continuous 90 days) will be started only after the clearance of all minor deficiencies.
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 82 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


The Stabilization period shall be considered to be complete when each of the following criteria has been met during one consecutive 90 days period:

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

16.2

i)

No single outage during the stabilization period shall exceed 1.3 minutes and the full facilities of the system shall be available for more than 99.999% of the time. No major problem shall arise during this period. fault conditions.

ii)

iii) No system loss shall arise due to any overload of signaling or other system iv) Manufacturers technical expert shall be available all the time to solve the
problem. Minor problems shall be rectified within 24 hours.

v)

The Bidders support team shall provide regular O&M reports on daily, weekly and monthly basis during the stabilization period. The contents and format of such reports shall be prepared by the Bidder and approved by Nepal Water Supply Corporation before the start of the Provisional Acceptance Testing. If all the requirements mentioned in the preceding Clauses are not met, another stabilization period of ninety (90) days shall be put into effect from the last date of occurrence of the fault / outage or failure.

vi)

17.

FINAL ACCEPTANCE
NEPAL WATER SUPPLY CORPORATION will issue the Final Acceptance Certificate (FAC) only after the Bidder fulfills the following requirements: I. Successful completion of stabilization Period. II. Successful implementation of all the technical requirements of Nepal Water Supply Corporations Tender Specification and other obligations as per the contract. III. Clearance of all the deficiencies from the Provisional Acceptance Testing and clearance of all pending faults that are found during stabilization period. IV. Arrangement of technical and repair services to solve the hardware/ software problems by the Bidder during the stabilization period. V. Maintain of local spare pool to replace the defective equipment. Final Acceptance Certificate shall not be issued until all above mentioned requirements are not met by the Bidder.

18. 18.1

WARRANTY:
The twelve (12) months following the issuance of Final Acceptance Certificate shall be designated as the Warranty Period. The bidder shall also provide commitment letter for the warranty period as above, of twelve (12) months from the respective suppliers for the third party Equipment. Bidder shall perform warranty services and Service Level Requirement as per Section VIII, Chapter 4. NT will issue the Warranty Completion Certificate (WCC) after completion of the Warranty Period with satisfactory warranty services. The Supplier warrants that the Systems supplied under the Contract are of the latest appropriate design, and that they incorporate all recent improvements in
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

18.2 18.3

Page 83 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


design and materials. The Supplier also warrants that all Products form part of the producers current product lines, have been previously released to the market, and all non-custom software products have been in production use for at least three months.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

18.4 19.

The bidder shall quote for the warranty service and price shall be considered for evaluation.

ANNUAL MAINTENANCE SERVICE (AMS):


The Bidder shall quote for the Annual Maintenance Service (AMS) for three (3) years on annual basis. The services to be rendered during the Annual Maintenance Service (AMS) period shall be identical to the warranty services as mentioned in clause 18. The cost of Annual Maintenance Service (AMS) period for three (3) years shall be considered for evaluation The cost of Annual Maintenance Service (AMS) on annual basis shall be valid up to five (5) years after expiry of warranty period and if required by NT, will be extended in annual basis after completion of Annual Maintenance Service (AMS). If Bidder fails to fulfill Annual Maintenance Service (AMS) and Service Level Requirement as per tender requirement and up to the satisfaction of Nepal Water Supply Corporation, the Annual Maintenance Service (AMS) shall be terminated.

19.1 19.2 20.

Bidder shall perform annual maintenance contract level service and Service Level Requirement as per Section VIII, Chapter 4 Service Level Requirement for Warranty and Annual Maintenance Service (AMS) shall be as mentioned in Section VIII, Chapter4.

COST FOR WARRANTY AND ANNUAL MAINTENANCE SERVICE (AMS):


COST PER YEAR AND PERFORMANCE SECURITY
*

20.1 20.2

Cost of Warranty and Annual Maintenance Service (AMS)


Bidder shall quote at least 2% of the Total Cost of Goods (each phase of Hardware, Software and licenses) for Warranty services for one year and 9 % of the Total Cost of Goods (Phase I and Phase II) for Annual Maintenance Level (AMS) Services for three years ( i.e. 3 % per annum). The bidder shall quote the price for warranty level service for phase-I to at least 2 % of the Total Cost of Goods of Phase-I. The bidder shall quote the price for warranty level service for phase-II to at least 2 % of the Total Cost of Goods of Phase-I and Phase-II.

The bidder shall quote the price for Annual Maintenance Service (AMS) for at least 3% of the total cost of Goods (Phase I and Phase II) per annum. If the Bidder quotes amount less than above mentioned percentage, the amount of Warranty and Annual Maintenance Service (AMS) shall be increased so as to meet the requirement by reducing the unit price of the Hardware, Software and licenses proportionately during Arithmetical Error Correction as specified in Section III: ITB
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 84 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


of tender document.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

20.3

Performance Security for Annual Maintenance Service (AMS)


Before the end of the Warranty Period, Supplier shall submit bank guarantee equivalent to ten percent (10%) of the cost of the Annual Maintenance Service (AMS) as a Performance Security. The validity of the Performance Security shall cover the Annual Maintenance Service (AMS) period as mentioned in the Clause No. 6 of Section IV: COC.

21. 21.1

SPARE PARTS:
The bidder shall provide list of spares, including spares for third party equipment that is required up to the completion of warranty or Annual Maintenance Service (AMS) period, whichever is applicable. The Supplier shall maintain two spare stocks as under:
a) The spare stock to be maintained by Supplier at suppliers Spare Pool :

The Supplier shall maintain the spare stock in Nepal during installation, stabilization and warranty / Annual Maintenance Service (AMS) period (as applicable) according to the Annex-III, which shall be verified by NT technical personnel anytime until the completion of warranty and/or Annual Maintenance Service (AMS) period whichever is applicable. Bidder shall maintain at least 2 spare units for each and every card/module, storage device, client desktop and power supplies etc of the offered equipment including the third party equipment. If such card/power supply units etc. are integrated within the equipment itself then Bidder shall quote for 2 units of the whole module. In case of interface cards (E1/STM1, IP, optical interfaces) the Bidder shall maintain 5% of the total cards.
b)

The Spare stock to be maintained by Supplier at Nepal Water Supply Corporations Store. On top of clause 20.1.a, the Bidder shall also maintain following critical spares at Nepal Water Supply Corporations Store for the warranty or Annual Maintenance Service (AMS) period, whichever is applicable. If such card/power supply unit is integrated within the equipment itself then Bidder shall maintain 2 units of the whole module. Table Spare S.No. 1 2 3 4 5 6 7 Equipment Main Processor Board Control Board IP Interface Board E1 Interface Board Power Supply unit Storage device Head Phone and its accessories Quantity 2 2 2 2 2 5 60

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 85 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


8 9 Agent Desktop OAM terminal 5 2

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Bidder shall deliver all the Spares as mentioned in 21.1 (a and b) along with the goods. Nepal Water Supply Corporation shall issue Delivery Completion Certificate (DCC) only after the complete delivery of Goods and delivery of complete spares as specified in 21.1 (a and b). Cost of the all spares mentioned in Table-Spare and Annex-III shall be included in the cost of Warranty and Annual Maintenance Service (AMS) cost.

21.2

At the end of the Annual Maintenance Service (AMS), Bidder shall return all the spares mentioned in clause no. 21.1 to Nepal Water Supply Corporation in working condition. If NT needs to purchase additional spares, the unit price of spares shall not exceed that of the contract unit prices. Nepal Water Supply Corporation will negotiate to reduce the prices with the trend of the telecommunication equipment prices in the world market. If newer version of spare will be supplied during or after warranty period, it shall be functionally identical with backward compatibility to the ones being offered under this tender and shall not require any adaptation in the system.

21.3

21.4

21.5

SPARE SUPPLY PERIOD:


The Bidder shall guarantee the supply of the spares, including spares for third party equipment for a period of five (5) years from the expiry of warranty period.

21.6

MEAN TIME BETWEEN FAILURE (MTBF)


The bidder shall furnish MTBF formulae of the offered items including third party items.

21.7

PRICE ESCALATION FORMULA


The bidder shall furnish the price escalation formula for the additional orders, spares and the equipment /card that is not offered but supported by the system, for the period of five (5) years after the expiry of warranty period. However, the price escalation shall not be more than 2% per annum. The price will be negotiable with the trend of the telecommunication equipment prices in the world market.

22.

SYSTEM SUPPORT:
The bidder shall guarantee for third party equipment to support for operation, maintenance, software, spare, repair and upgrading of the offered systems for at least five (5) years after completion of warranty. The bidder shall provide the full address of technical support from the manufacturers side.

23.

POWER CONSUMPTION:
The bidder shall provide detail table for maximum power consumption at full load
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 86 of 147

NWSC Nepal Water-Supply Corporation

Clause No.

Particulars of Nepal Water Supply Corporations Requirements


condition for each and every offered equipments. NT shall have full authority/leverage to reallocate the delivered equipment to one or more sites as long as it is technically possible. The bidder shall strictly follow the confidentiality of NT. Bidder shall not disclose the project plan, confidential documents of NT to anyone.

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

24. 25.
32*

GOODS AND SERVICES FOR THE FULL FUNCTIONALITY OF CCC


If offered Goods (HW and SW) and Services are found to be insufficient during negotiation and during operation of the system (within the warranty period), then all additional materials required making the system fully functional and to meet the requirement of specifications shall be provided free of cost to Nepal Water Supply Corporation. Any missing items (hardware and software) beyond the ones listed in the BOQ/SOR but necessary for the realization of the said functionalities, implementation, integration, testing , commissioning and operation in normal condition is under full responsibility of the bidder without any additional cost to NT. The bidder shall quote all missing items (hardware and software) which are not listed in the SOR but necessary for the operation of the system in normal condition. Supplier shall provide detail BOQ based on the SOR with unit price of each component/item etc. Latest field proven version of software shall be provided. During warranty and Annual Maintenance Service(AMS) period (a) upgradation of hardware, software, licenses and features (b) repair , modification and replacement of any faulty hardware (including third party hardware) (c) expansion of insufficient storage device shall be provided by the bidder with no additional cost to NT.

32.1*

32.2*

End of Section VIII: General Technical Specifications

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment.

Page 87 of 147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________

SECTION VIII: TECHNICAL SPECIFICATION CHAPTER 2: DETAIL TECHNICAL SPECIFICATION


The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Clause No.

Particulars of Nepal Water Supply Corporations Requirements

1. 1.1.

GENERAL
Nepal Water Supply Corporation (NT) is an incumbent telecom operator providing voice services via PSTN, CDMA and GSM technologies to its fixed and mobile subscribers. NT also provides other value added services like voice mail services, IVR (Interactive Voice Response) services and IN (Intelligent Network) services (Prepaid, Free-phone services etc). NT is also a Network/Internet Service Provider, providing broadband and narrowband internet data services via Dial up, ADSL, GPRS and PDSN etc to fixed and mobile subscribers and leased line service to its corporate customers. NT intends to install intelligent, powerful and versatile Customer Billing Software to satisfy the customer needs. The CCC shall serve all the customer calls of the Nepal Water Supply Corporation, other national and international operators and the system shall satisfy telecom level requirement (current as well as future) to support the large volume of traffic, high reliability, and strong scalability. The CCC shall be deployed in two phases for managing inbound and outbound request. The CCC shall provide full features in terms of functionality, channels and locations. The CCC system shall provide the basic functionality for managing inbound and outbound request in a TDM and SIP environment, supported by IVR self-service applications. The system shall operate in a high availability mode. The CCC shall be intelligent CCC with an open platform that supports flexible service expansion not only limited to customer service, but also be operated as a value added service platform. The offered system shall be a convergent device of broadband and narrowband for interconnecting with NGN or 3G over SIP/SIP-T, BICC protocol and with traditional PSTN or PLMN over SS7/SIGTRAN/INAP/R2. The offered system shall be flexible, extendable, reliable, high integration and can meet future NGN and IMS technology. * CCC SIZING/DIMENSIONING CCC sizing shall be based on the following traffic estimations: 1. Current subscriber base is around 10M 2. 2% of the total subscriber base will access CCC Services once per day (i.e. 200,000 calls per day). 3. Peak-Hour of CCC Incoming traffic is estimated at 10% of total, thus peak is reached at 20,000 calls/hour 4. Average Call Handling Time is estimated around 120 seconds with wrap-up time of approx. 20 seconds.
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 88/147

1.2.

1.3.

1.4.

1.5.

1.6.

1.7. 1.8.

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements 5. Service Level target is 80% of incoming calls to be serviced within 20 seconds from arriving in the queue 6. Outgoing traffic is estimated at 20% on the total of Incoming Traffic, thus around 40,000 Calls/day 7. 40% of the total incoming call will access IVR Self-Service Services once per day (IVR Incoming Traffic around 80,000 calls/day) 8. Peak-Hour of IVR Incoming traffic is estimated at 10% of total, thus peak is reached at 8,000 calls/hour. 9. Average IVR Call Handling Time is estimated around 60 seconds 10. 10 % of total incoming calls shall be multimedia calls like e-mail, chat, SMS, MMS, Social networking etc (i.e. 20,000 calls/day). The recording system shall be sized according to the outcome of the above mentioned CCC sizing and shall be able to record up to 100% agent seats and IVR ports. Customers shall get services easily through voice, fax, email, chat, Web, SMS, MMS, WAP and so on. The system shall able to connect voice agents and multimedia agents for handling SMS, e-mail, chat etc. All the agents shall be connected to the system via IP networks. * The offered CCC system shall be highly scalable and expandable to at least 1000 agents within the same system platform. * The system shall have input interfaces device to connect PSTN/GSM/CDMA/IP/NGN network via SS7/PRI/R2 and IP protocol. The bidder shall provide sufficient input and output interface modules to handle traffic defined in 1.8. The system shall support ITU and IETF standard protocols. The system shall have core part which shall able connect input interface device, and output call agents. The core part of the system shall able to provide the service of call routing, queuing, outbound, IVR, recording, monitoring and so on. The system shall able to provide API interfaces as per SOR to interconnect the existing 3rd party system running in Nepal Water Supply Corporations network ( e.g. Billing Systems, ERP System, Mediation System, IN Systems, CRM Systems etc.) so that agents shall able to get the data easily from those system. The offered system shall have IVR system to handle the traffic mentioned in 1.8. The offered system shall have the report server, Database server, outbound server, storage device etc to meet all the technical requirements mentioned in this Specification. The offered system shall have feature to interconnect with other Call/Contact Centers and existing NTs Call Centers. * The bidder shall provide sufficient storage device. The storage device shall be capable of storing data (database, voice recorded data, agent screen, xDR etc) for at least three months in real time (without compression) and six-months in near real time. The xDRs shall also be transferred to the billing center for post-processing by on-line transfer mode. NT will provide

1.9.

1.10.

1.11. 1.12.

1.13. 1.14. 1.15.

1.16. 1.17.

1.18. 1.19.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 89/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements one 10/100/1000 BaseT Ethernet port to connect the equipment into TCP/IP based network to be connected to the billing center. The system shall backup the xDRs manually or automatically to external media, namely DVD, USB device etc. The bidder shall provide all required software, application and licenses including third party software, application and licenses. The system shall have the feature to activate and deactivate required agents/ group of agents. * All the required hardware, software and licenses required to operate the system smoothly shall be offered and quoted. If the offered hardware, software, application, features and licenses are found insufficient, the bidder shall provide those items with no additional cost to NT. The bidder shall provide the detail and breakdown BOQ (Bill of Quantity) with unit price of each and every offered item (hardware, software, license and services). The offered system shall meet all the KPIs mentioned in Annex-VI.

1.20. 1.21. 1.22.

1.23. 2. 2.1.

SYSTEM ARCHITECTURE
The offered system shall have Centralized architecture. All the components regarding the CCC shall be in the NT premises except terminal equipments. The offered system shall be based on latest CTI technologies including RDBMS, LAN, WAN and GUI's. The offered system shall be modular and object oriented in design with flexibility to add, remove and update modules to a specific configuration. The offered system architecture shall have open interfaces to allow external systems to connect with open APIs. Details of such APIs shall be provided so that third party software providers can use the APIs to access, query, update and transfer data from the offered system. The systems shall run efficiently and accurately with the minimum manual checks. INPUT SYSTEM The offered system shall have feature to handle all the type of incoming requests from different means (Voice call, email, chat, Instant Messaging (IM), SMS (text messaging), fax, social networking etc.). The input system shall handle the request with specified volume of request. The QoS for the input system shall abide with the given KPIs. The system shall not segregate the request on the basis of request type. FIFO system shall be adjusted for the request from the customer. The system shall handle different means and medium of request defined with different protocol. INTERACTION MANAGEMENT SYSTEM The system shall offer to the administrator a centralized common interface for configuration, deployment, and monitoring of all running

2.2. 2.3. 2.4.

2.5. 2.6. 2.6.1.

2.6.2. 2.6.3. 2.6.4. 2.6.5. 2.7. 2.7.1.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 90/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements campaigns. The administrator shall be offered outbound campaign management and list management, as well as role-based access control. The offered system shall forward the request requested from different means (Voice call, email, chat, Instant Messaging (IM), SMS (text messaging), fax, social networking etc.) to the specific locations (Desktop agent, Supervisor desktop, Expert contact, IVR server etc.) as per intelligence routing requirement. The system shall manage the multimedia accesses, such as voice, email, Web, Chat and SMS. It shall provide the multi-channel uniform queue mechanism that shall not be related to the media. The system shall handle the flexible routing and management and the integrity of multimedia accesses. The system platform shall provide core control service, intelligent routing service center, Intelligent Outbound Call service, IVR service; Web enabled call service and virtual call center service. The system platform shall provide a series of management, such as recording management, workforce management, and Web configuration management etc. Various functions and applications shall be provided to make the communication between the CCC supervisors, agents, and users much easier. The system platform shall provide CCC reports and the operation management tools for the supervisors. The core control system shall be hot standby in architecture. When faults occur in the main system, the system automatically switches to the standby system. SYSTEM FEATURES The proposed system shall have perfect security against malicious attacks, such as illegal registrations, anonymous calls, wiretapping, stealing accounts and other illegal attacks. The system, although it will initially be deployed at a single site, shall be offered in a High Availability Multi-site deployment Licensing schema. All components provided by bidder shall support IPv6. The bidder shall full fill this requirement within the year from the date of signing the contract. * The bidder shall submit the commitment letter during the signing of the contract for the clause number 3.3. The bidder shall be responsible for managing the product lifecycle (including upgrades). The offered system shall support tenanting facility. The system shall able to set flexible wrap up time. The system shall have CCC internet client based on web browser where subscribers can login on the web page and interactive with the agent in the CCC by IP phone, text chat, call back request etc. INBOUND VOICE & INTELLIGENT ROUTING The offered CCC system shall support the following routing schemes:

2.7.2.

2.7.3.

2.7.4. 2.7.5.

2.7.6.

2.7.7. 2.7.8. *

3. 3.1.

3.2. 3.3. 3.4. 3.5. 3.6. 3.7. 3.8.

3.9. 3.10.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 91/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements 1. first in first service for customer 2. first idle first service for agent 3. CLI based routing 4. Skills-based routing for inbound and outbound 5. Data-driven Routing 6. Agent-level (last agent/relationship-based) 7. Service level 8. Agent Capacity 9. Interaction life-cycle management 10. Multimedia 11. Predictive Routing 12. Multi-site/Virtual CCC 13. Business Priority Routing 14. Cost Based Routing 15. Shared Agent by SLA Routing 16. Proactive Routing 17. Quota Control The offered system shall have feature to support video call. The offered system shall have feature to support Text-to-Speech (TTS) and vice-versa as well as automatic speech recognition. This TTS shall also support regional languages. The offered solution shall support social media integration. The offered system shall have the function of sending batch of SMS and emails to subscribers. The agent shall able to send SMS from the system when the customer request for any information. The System shall have queue waiting music and estimated waiting time prompt. The system shall support configuration of routing scripts. The administrator shall be able to define new routing script easily. The offered system shall able to distribute the calls to most suitable agent automatically based on the different routing algorithms. The system shall support IP Agent whereby agent can be located anywhere IP reached. The system shall be configurable through Graphical User Interfaces (GUI) so that customization (programming) is minimized. Configuration shall be possible through dynamic parameterization (no re-starts needed). The entire configuration shall be protected by Authorization. IVR system shall be provided the voice navigation, voice response and recording functions for the subscribers. The offered system shall have the function of sending batch of SMS and emails to subscribers. The System shall have DTMF signal receiving and sending function. The System shall have queue waiting music and estimated waiting time prompt.

3.10.1. 3.10.2.

3.10.3. 3.10.4. 3.10.5. 3.10.6. 3.10.7. 3.10.8. 3.10.9. 3.10.10.

3.10.11. 3.10.12. 3.10.13. 3.10.14.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 92/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements The system shall support multiple queues for different subscriber group or for different service requirements. The system shall provide the conference recording feature. Supervisor of agents can monitor the conversation between agent and a subscriber in the conference mode, listening with the ability to talk to the agent and listening only. The system shall have the feature of outgoing calls by the agent to any subscriber. The necessary SDK shall be provided for customization of routing table. Agents shall be authenticated. The system shall allow the agents for handling of both inbound and outbound calls. At least following call control function shall be provided to agent :1. Login/Logout 2. Answer/release 3. Busy 4. Hold/Mute 5. Call transfer to agent /IVR 6. entering and exiting the working state 7. Display of Status of other Agent in the same skill / group At least following call control function shall be provided to supervisor: 1. Listening to other agents 2. Interception 3. 3 parties talk 4. Record /playback 5. Force busy/ idle / release /logout 6. Statistics agents 7. Basic agent information browsing The system application shall have the function of subscriber information popup like customer basic information, subscriber history and contact records, account info, language, IVR track, etc when the call is connected to the agent. * shall be able to change the user password. Agent The system shall provide a central monitor system. The entire agent occupation status, traffic and call completion rate and so on shall be monitored by the monitor system. The supervisor shall be able to view each agents information, such as seat number, staff ID, skill, and skill group and so on. The system shall provide the equipment management feature for managing agents and skill queues. The system shall provide the customer access management feature for generating a customer access object and allocating to the call a unique ID. The system shall provide the Queue management feature for queuing calls request for service. Queue management shall have :

3.10.15. 3.10.16.

3.10.17. 3.10.18. 3.10.19. 3.10.20. 3.10.21.

3.10.22.

3.10.23.

3.10.24. 3.10.25.

3.10.26. 3.10.27. 3.10.28. 3.10.29.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 93/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements 1. Wait-time & Queue position notification 2. Queue optimization 3. Music on hold 4. Service voice mail 5. Abandoned call recuperation 6. Voice mail.

3.10.30.

The system shall support sdvanced queue management solution VQPass. With VQ-Pass, the callers get an option of Passing the queue and connecting directly to the agent after the expected wait time notified or requesting a callback at convenient time. The system shall provide the intelligent route processing or forwarding feature. The system shall provide the inspection task management feature for managing and assigning the inspection tasks. The system shall provide the License management feature for managing and controlling the license of the system. The system shall have best in class dialing functionality which has: 1. Automated dialing ( Line to agent ratio) 2. Blaster dialing (agent-less mode) 3. Preview, timed preview (progressive) 4. Parallel Predictive dialing (PPD) 5. Precision dialing 6. Industry leading call analysis

3.10.31. 3.10.32. 3.10.33. 3.10.34.

3.10.35. 3.10.36.

3.10.37.

3.10.38.

The offered CCC system shall have routing script customization feature. The administrator shall be able to define new routing script easily. The system shall have following web chat & collaboration features: 1. Web chat 2. Web collaboration(agent, customer led) 3. Web call me, web callback 4. Chat recording and Monitoring 5. Agent assist-Knowledge base access The system shall have following e-mail management features: 1. Auto response 2. Confidence level control 3. Auto acknowledgement 4. Assisted response with suggestions The system shall be configurable through Graphical User Interfaces (GUI) so that customization (programming) is minimized. Configuration shall be possible through dynamic parameterization (no re-starts needed). The entire configuration shall be protected by Authorization.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 94/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements The system shall use customer information to intelligently route calls and attached data to assist the agent in identifying who the customer is and knowing why they are calling. The system shall populate agent screen with customer attached data once a call is being received. System shall support option by customer according to their requirement. The system shall provide a wide choice of criteria for intelligently segmenting, prioritizing and routing interactions according to multiple criteria, including: data-driven, customer segment, agent skills-based, cost-based, last-agent, relationship-based, service level, business priority, blended (inbound & outbound), business value, desired service level, required resources, current CCC traffic conditions or other specific needs. The system shall intelligently route all incoming voice and multi-channel interactions arriving at the CCC to the best qualified, currently available agent to handle the customer. The system shall be able to route calls over a CCC topology built over multiple, geographically distributed locations, enabling the control and load balancing of all types of customer interactions. The system shall be able to intelligently improve routing decisions by using customer data residing in a service-oriented architecture (SOA)-based enterprise system. The system shall be able to integrate with external DB systems (i.e. main Customer DB - CRM DB), using the data in the process of call routing decision, ensuring skill based distribution of calls. The system shall be able to blend & route interactions of all media types through a single, integrated media queue. The system shall apply routing strategies in all environments regardless of TDM, IP/SIP, or hybrid infrastructure. The system shall provide a user friendly interface to allow flexible and easy configuration for call routing parameters. A tool to build and customize individual routing strategies through an easy-to-use, point-andclick graphical user interface shall be provided. The offered CCC system shall support multiple queues for different customer group or for different service requirements. The system shall integrate with the Workforce Management Application and shall incorporate agents dynamic work schedules from for efficient interaction routing. Workforce Routing should be supported. The system must take into account the agent status based on the build in Workforce management module in order to take decisions for the routing of the calls. The system shall provide a unified platform for inbound CCC monitoring and reporting. This shall include integrated real-time and historical reporting in tabular and graphical form, offering to the supervisor comprehensive statistics and summary data for a selected campaign by statistic group, such as Time, Calls, Current State, and Revenue. OUTBOUND VOICE The system shall provide a software-based dialing engine that allows the

3.10.39.

3.10.40.

3.10.41.

3.10.42.

3.10.43.

3.10.44.

3.10.45. 3.10.46. 3.10.47.

3.10.48. 3.10.49.

3.10.50.

3.10.51.

3.11. 3.11.1.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 95/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements placement of massive outbound voice calls (campaigns), monitoring agent group activities and queue traffic, and determining the speed at which outbound calls are placed to meet different business requirements. The system shall allow the easy design of customizable campaigns, contact lists (calling lists) format, record prioritization, campaign agent-group assignments and agent scripts integration. The system shall allow flexible execution of campaigns, enabling at least three dialing modes: preview (agent can view customer information prior to the record being dialed), progressive (calls automatically dialed as soon as agent becomes available) and predictive (calls are dialed automatically, anticipating agent availability). The system shall support a multi-site SIP architecture where campaigns can be run and managed centrally, as well as across multiple campus or geographic locations. The system shall offer to the administrator a centralized common interface for configuration, deployment, and monitoring of all running campaigns. The administrator shall be offered outbound campaign management and list management, as well as role-based access control. The system shall support a fully open customer interaction database for uploading and downloading calling lists with call results and business data. The system shall provide tight integration with the Proactive Contact component of the IVR, allowing automation and optimization of complex transactions. Supervisors shall be able to browse campaigns, campaign agent groups, lists of contact information. In addition to monitoring outbound campaigns, supervisors shall also be able to start and stop campaigns and campaign sequences arbitrarily. The system shall provide Call Progress Detection capability which shall listen to the progress of the call for example, ringing, busy signal, or answering machine and then transfer the call to an agent when a live customer is detected. The system shall have Agent Scripting capabilities providing screen flow and text to the agent desktop to guide agents through each interaction. Agent scripting shall support both inbound and outbound interactions. The system shall allow flexible call blending allowing blended agents to handle inbound calls during peak traffic times and outbound calls during slow periods. Supervisor shall be able to restrict agents to a particular campaign. The system shall offer a rich set of treatments, for rescheduling/redialing unsuccessful interactions (calls). The outbound feature shall also have dynamic call pacing for better reach to the customer. The system shall provide a unified platform for inbound and outbound CCC monitoring and reporting. This shall include integrated real-time and historical reporting in tabular and graphical form, offering to the supervisor comprehensive statistics and summary data for a selected

3.11.2.

3.11.3.

3.11.4.

3.11.5.

3.11.6. 3.11.7.

3.11.8.

3.11.9.

3.11.10.

3.11.11.

3.11.12. 3.11.13. 3.11.14. 3.11.15.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 96/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements campaign by statistic group, such as Time, Calls, Current State, and Revenue. IVR AND VOICE PORTAL The proposed system shall provide Interactive Voice Response function to support automatic service to reduce the cost of manual service. The system shall be able to manage/control IVR applications, adapting interactions treatment inside the IVR according to business needs. The proposed IVR system shall have ability to access external data resources and to integrate with external applications. The system shall be only Software based, with no proprietary equipment dependencies. The proposed system shall support the following call control functions such as : Call Answer Call Transfer Redirect Call Dropping Call conferencing The proposed system shall support call transferring between IVR and agent as many times as required and the channels between agent and IVR shall not be occupied repeatedly. The proposed system shall support to transfer the call from IVR to agent with call record and service data. The system shall be able to manage and play various announcements (recorded messages) according to the routing application design (i.e. messages telling the customer expected wait time for a voice interaction transferred to the PBX, position in queue, etc.). The system shall have feature to provide delivery of a vocal tag associated per agent to be delivered to the customer before actually passing the voice interaction to an agent (i.e. the greeting presenting the agent name and the company). The system shall allow the voice interaction return to IVR option in the routing application, after the call was presented and treated by an agent. The system shall support true open IP standards, including Session Initiation Protocol (SIP), VoiceXML 2.1, CCXML,web service, SOA, SOAP,DTD. The system shall provide a secure, flexible voice platform offering the choice of TDM, IP, or hybrid environment deployments, on the same platform (and for the same applications), on premise and/or in-network. The system shall provide the Media Resource Control Protocol (MRCP) enabling ample choices for speech technology integration with voice selfservice. The system shall be easily integrated with speech recognition engines, enabling callers to use their voice to access information and conduct transactions (voice self-service).

3.12. 3.12.1. * 3.12.2. 3.12.3. 3.12.4. 3.12.5.

3.12.6.

3.12.7. 3.12.8.

3.12.9.

3.12.10. 3.12.11.

3.12.12.

3.12.13.

3.12.14.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 97/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements The system shall offer the possibility of unifying voice and web infrastructure and repurposing of Web applications for voice through the use of VoiceXML. The system shall provide comprehensive, rapid application development tools allowing the creation of market-ready self-service applications within time and cost restrictions. The system shall be accompanied with its own standalone reporting tool offering web-based reporting of specific call patterns, including application and time of day summaries and giving the CCC manager a view on how callers use self-service applications. The system shall provide a single point of management and reporting with user-friendly interfaces to configure and manage self- and assisted-service systems. The system shall provide flexible deployment options, including single or multi-site deployments. All IVR system components shall be configured and managed through a single administrative environment. The system shall perform outbound notification services by dialing an enterprises customers to deliver routine voice and customer-specific information based on known business events (e.g. account management alerts & notifications). IVR system shall support both voice & video applications on the same platform. IVR system shall support out bound dialing or automated out bound call. It can also be transferred to the agent. Out bound IVR shall support for voice, video, e-mail & SMS etc. The necessary SDK and GUI shall be provided for customization of IVR menu. The system shall support call transferring between IVR and agent as many times as required. The agent shall transfer the call to the specified IVR menu. The IVR menu tree shall be displayed on the agent desktop and know the IVR trace of the subscriber. The system shall provide powerful service creation environment (SCE) so that administrator can rapidly develop and deploy IVR applications to provide advanced self service and enhanced call control application to improve overall customer satisfaction. The IVR system shall have : 1. DTMF and VoiceXML based IVR 2. Automated attendant 3. Multilanguage prompt SIP ENVIRONMENT The system shall provide an open, standards-based SIP environment allowing flexible and cost-effective interconnection with any SIP-enabled IP infrastructure. The system shall support multi-vendor and hybrid IP-TDM environments

3.12.15.

3.12.16.

3.12.17.

3.12.18.

3.12.19.

3.12.20.

3.12.21. 3.12.22. 3.12.23. 3.12.24. 3.12.25. 3.12.26. 3.12.27. 3.12.28.

3.12.29.

3.13. 3.13.1.

3.13.2.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 98/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements allowing seamless migration to IP without rip-and-replace of existing equipment. The system shall support deployment of industry-standard, off-the-shelf IP endpoints, such as SIP softphone, SIP hard phone, or analog phone with a VoIP gateway. The system shall support complete VoIP call handling (call establishment, on-hold, etc.), including call routing, queuing, conferencing, transfer, third-party call control, QoS, call holding and agent state tracking (login/logout, etc.) The system shall provide dial plan support to enhance enterprise-wide communications and collaboration through the SIP environment. The system shall supply agent and customer interactions supervisory tools, including silent monitoring, whisper coaching, and supervisor intrusion (barge-in). The system shall support various supervision scenarios, including supervising agents that are located on the same site, agents located at different CCC sites and agents from outside the CCC operating from an offpremise phone. The system shall allow centralized configuration and management to be delivered from a single point of control anywhere on the network. The system shall allow dynamically adding agents with a zero-footprint desktop. The system shall unify customer service resources, including multi-site, multi-sourcing, remote agents, and hosted service from the cloud. The system shall provide simple, reliable, and zero-footprint home agent operations without hardware investment at home locations. The system shall support media on hold, video parking, and push instructional video titles for common problems. The system shall provide Transport Layer Security (TLS) encryption support. The system shall be scalable, allowing to begin with a few CCC agents and scale up to tens of thousands SIP agents. The system shall support emergency default routing, backup and recovery of established sessions and hot standby. The system shall be IMS (IP Multi-media Sub-system) ready, supporting open carrier IMS architecture and hosting services from the cloud. VOICE RECORDING AND QUALITY MANAGEMENT SOLUTION The system shall be accompanied with a Voice Recording solution which shall record up to 100 % of request/calls. The system shall be accompanied with a Voice Recording Solution which shall record all the voice calls and logs related to customer records. The recorded files shall be saved centralized and be queried by the supervisor. After query of the recordings, the supervisor shall be able to give evaluation report to the agent. The voice recording solution shall be able to record randomly based upon events, using predefined recording schedules. Supervisors shall be able to

3.13.3.

3.13.4.

3.13.5. 3.13.6.

3.13.7.

3.13.8. 3.13.9. 3.13.10. 3.13.11. 3.13.12. 3.13.13. 3.13.14. 3.13.15. 3.13.16. 3.14. 3.14.1. 3.14.2. 3.14.3.

3.14.4.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 99/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements define rules for recording that integrate a variety of options to target specific calls for quality review. The voice recording solution shall index and associate with the recordings all call data for each interaction including fields such as Call Start-Time, Stop-Time, Duration, Agent ID, DNIS/Number Dialled, Caller-ID (ANI), direction, etc. The voice recording solution shall offer a suitable recording interface, depending upon the environment (i.e. trunk-side, extension-side, service observe recording or IP recording). The voice recording solution shall record data from a wide range of communications media including voice, Voice over IP, e-mail, web chat, collaborative browsing and screen data. The voice recording solution shall allow for voice only, screen only and synchronized voice/screen recording and playback. During playback, the voice and screen portions of the interaction shall automatically be synchronized, providing the user with a complete view of the interaction. In addition, users shall be able to select playback of the voice only or screen only. The voice recording solution shall include an application which shows the status of the agents (the group which the supervisor is authorized to monitor), including which agents are logged on and which agents are being recorded at the moment along with a live (real time) monitoring tool. The voice recording solution shall record screen data from agent PCs on a continuous, uninterrupted base as a call is being recorded instead of just taking intermittent snapshots. The voice recording solution shall offer Application Programme Interfaces (APIs) for embedding existing functionality into its applications via a comprehensive Software Developers Toolkit (SDK). The voice recording solution shall provide the ability to identify screen activity in order to trigger recording and tag calls. The voice recording solution shall provide a web-based system portal (utilize web applications standards like .NET) showing CCC activity and reports that can be customized and personalized by the user. The voice recording solution shall allow the user the ability to create customized on-line evaluations. The voice recording solution shall be able to weight each of the questions on the evaluation form with a different value and the software shall calculate an overall score for all of the questions. The solution shall allow the aggregation of scoring based upon skill set or a group of similar questions. The voice recording solution shall provide the capability to calibrate evaluations, i.e. offer a second opinion, and compare calibrations to evaluations side-by-side. The voice recording solution shall be accompanied with sufficient off-theshelf report templates, presenting data presented in both tabular and

3.14.5.

3.14.6.

3.14.7.

3.14.8.

3.14.9.

3.14.10.

3.14.11.

3.14.12. 3.14.13.

3.14.14. 3.14.15.

3.14.16.

3.14.17.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 100/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements graphical formats. Reports shall be able to be saved or exported in different file formats (e.g. HTML, Excel, RTF, PDF, CSV, RPT, DIF, XLS, HTML, XML, etc.). The voice recording solution shall allow supervisors to view management information on CCC quality performance including CCC/team performance, agent performance over time and performance in comparison to others. The voice recording solution shall offer a coaching package separate from an e-learning solution. The voice recording solution shall be able to send agents feedback on their calls and attach documents to coach them. Moreover the system shall allow agents to send comments back to the supervisor. The voice recording solution shall provide multiple levels of security to protect all vendor data from unauthorized access. The voice recording solution shall provide the capability to automatically log the user out after a specified period of time. The offered voice recording solution shall be able to track and report on any user activity for auditing purpose. The voice recording system shall have the compression methods in order to reduce recording storage requirements. The voice recording system shall allow for scheduled archiving of calls to external storage devices based on predefined user criteria and it shall keep track of where recordings are archived and retrieve them from offline storage via the search engine. The voice recording system shall automatically delete and clean up archive space based on predefined user criteria and retention periods. The voice recording system shall support centralized storage solutions with following features: The offered solution shall support Compression technique to minimize network bandwidth impact and storage requirement. The offered solution shall be centrally managed archiving of recordings from multi-site systems. The offered system shall support Redundancy for centralized archiving. The offered system shall support Screen archiving technique. The offered system shall support selective retention/deletion of calls. The offered system shall support separate files for voice and screen with different retention period. The voice recording solution should allow for scheduled archiving of calls and agents screens to external storage devices based on predefined user criteria. The voice recording solution shall support SNMP network management. The voice recording solution shall support the capability, as a future enhancement, of supporting Emotion Detection. Emotion Detection allows CCCs to spot stress-related calls quickly, whether the anxiety is on the customer or the agent side.

3.14.18.

3.14.19. 3.14.20.

3.14.21. 3.14.22. 3.14.23. 3.14.24. 3.14.25.

3.14.26. 3.14.27. 3.14.28. 3.14.29. 3.14.30. 3.14.31. 3.14.32. 3.14.33. 3.14.34.

3.14.35. 3.14.36.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 101/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements The voice recording solution shall support the capability, as a future enhancement, of identifying interactions containing key words in combination with data and quality scores. The voice recording solution shall support the capability, as a future enhancement, to differentiate between Customer to Agent words and emotion. The voice recording solution shall support the capability, as a future enhancement, of performing talk over analysis where conversation overlaps and interruptions are identified. The voice recording solution shall support the capability, as a future enhancement, of Word Spotting and Emotion Detection. Word Spotting is the ability to automatically search for pre-defined words and phrases and to enable users to manually search for additional words and phrases in case the user wants to dig further. Emotion Detection allows CCCs to spot stress-related calls quickly, whether the anxiety is on the customer or the agent side. The voice recording solution shall allow for scheduled archiving of calls and agents screens to external storage devices based on predefined user criteria. The voice recording solution shall support identifying interactions containing key words in combination with data and quality scores. The voice recording solution shall differentiate between Customer to Agent words and emotion. The voice recording solution shall support talk over analysis. The voice recording solution shall be compatible with Thin Client environments. The system shall adopt the conference recording mode. Supervisor of agents can monitor the conversation between agent and a subscriber in the conference mode, listening with the ability to talk to the agent and listening only. The system shall have voice, Web chat and web collaboration recording and logging feature. The system shall have on demand recording ( agent, supervisor, script) feature. The system shall have compliance recording ( 100% based on rules , schedule) feature. The recording management system shall have following facility: 1. Data search by time range, size, user data 2. Large capacity storage & compression 3. Offline archival (e.g. DVD) 4. Recording export, email and security KNOWLEDGE MANAGEMENT The offered CCC system shall be able to track and report on any user activity for auditing purpose. The offered CCC system shall provide the knowledge Base System (KBS) to

3.14.37.

3.14.38.

3.14.39.

3.14.40.

3.14.41.

3.14.42. 3.14.43. 3.14.44. 3.14.45. 3.14.46.

3.14.47. 3.14.48. 3.14.49. 3.14.50.

3.15. 3.15.1. 3.15.2.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 102/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements support the agent to answer the question for subscriber, so that to improve the service coherence. The CCC system shall have Knowledge base system which shall be configured by knowledge type and shall support: 1. The information query and global search 2. Knowledge management 3. Knowledge access control for different user 4. To display the hot knowledge for the agent to quickly access 5. Knowledge learning and discussion functions for the user 6. Web based application E-SERVICE SYSTEM The offered system shall provide coordinated management system for the routing and handling of all alternative multimedia customer communication channels besides voice, including email response, web service, text chat, social networking sites, IM, MMS and SMS. The alternative media channel of E-mail available for customer communication shall support the capability of managing high volumes of inbound e-mail and Web-form queries, retrieve e-mailers interaction histories from CRM systems and databases, and forward that information to agents along with the e-mail. There shall be e-mail ready template tool for making replying to e-mails quick, easy and standardized which shall be configured on the basis of bulk or individual. The alternative media channel of Chat shall allow customers to converse with agents by entering text, sms into their browser or application and receive responses respectively in real time. The alternative media channel of SMS shall support the capability to add text messaging (short messaging service, or SMS) as a communications and support channel. The alternative media channel of Web communication shall allow CCC agents and customers to simultaneously navigate shared web pages through SOAP, XML, web service, broker connection to social networking sites. The system shall have the ability to add customized support for other media (3rd Party media) i.e. fax, scanner. The offered system shall have a functionality to search in web using some keywords as an additional supports. CLICK FOR CALLBACK SERVICE The system shall provide a click-to-talk capability which will allow customers through the Web, to submit callback requests, cancel or reschedule calls, review the status of requests, reroute or escalate calls that are late, or request e-mail or text message notification if a callback is unsuccessful. The system shall provide the following features to the customer: Request, cancel, and reschedule callbacks

3.15.3.

3.16. 3.16.1.

3.16.2.

3.16.3.

3.16.4.

3.16.5.

3.16.6.

3.16.7. 3.16.8. 3.17. 3.17.1.

3.17.2.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 103/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements Review statue of callbacks System capabilities Reroute/escalate Maximum retries/attempts Email/SMS notification of unsuccessful callback AVAILABILITY AND RELIABILITY The proposed system shall have an availability of 99.999%. The proposed system shall provide Mean Time Between Failure (MTBF) <= 10 years and Mean Time To Recovery<=30 minutes. If some reason a system component needs to reset, no essential information (e.g. number of request made by a subscriber, number of request rejected by a subscriber, configuration to start the whole system) shall not be lost. Automatic recovery shall be supported, but if a fault situation is corrected based on automatic recovery, the fault log shall be updated with the module, reason and action taken by the system. If a fault on one of the CCCs module/component occurs, an alarm about the situation shall be generated immediately, logged and forwarded to the operational center. AGENT & SUPERVISOR DESKTOPS The system shall provide an agent desktop in a user-friendly graphical interface providing to the agent real-time access to both customer data and response information and facilitating the timely and effective call handling. A screen pop up displaying callers history and account information shall be there on agents screen before he/she answers the call based on caller ID or other identifiable means. Agent ID shall be set with different rights or authorities. After the agent logs in the system, the operation GUI shall be different according to the related authority control. Besides customer basic info, other info listed below shall also be shown without agent special operation: 1. Customer history contact records 2. Latest complaint records 3. Account info 4. Language 5. IVR track The IVR track shall be played in different language according to the customer location and language specified in customers info. Refer List of Languages in Annex VII. Call control functions for normal agent shall be provided at least: 1. Answer/Release 2. Secondary dialing- send the DTMF signal after the call is put through. 3. Busy

3.18. 3.18.1. 3.18.2. 3.18.3.

3.18.4.

3.18.5.

3.19. 3.19.1.

3.19.2.

3.19.3.

3.19.4.

3.19.5.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 104/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements 4. Break 5. Mute 6. Hold 7. Transfer to Agent 8. Transfer to IVR 9. Seek help 10. Internal Call 11. Call out Call control functions for supervisor shall provide at least: 1. Listen 2. Intercept 3. whisper 4. 3 Parties talk 5. Screen monitor- Monitor the agent operation 6. Forced idle/forced busy The proposed application shall support customer information popup when the call is connected to the agent. The agent desktop shall fully support all inbound, callback, and outbound voice, and multimedia interactions, including chat, collaboration, and email. The agent desktop shall offer to the agent instant access to a screen designed to handle that customer interaction displaying key information about the customer, its contact history and information about the relevant product. The contact information shall be displayed before the agent accepts the interaction. The agent desktop shall also provide visual alerts, such as wait time, during live interactions. The system shall provide open connectivity capability delivering, in realtime, all call attached data to the agent desktop interface or CRM application together with the interaction itself (details especially for the voice interactions). The agent desktop shall support voice interactions through an embedded softphone built into the application. The soft phone controls shall allow the agent to access a set of functionality directly from the application, including log-in / log-out, take calls, place calls, provide conference, transfer, and hold capabilities, and automatic dialing of outbound calling campaigns. The system shall provide a graphical user interface to the CCC supervisor. The supervisor desktop shall provide a single comprehensive view, and provides real-time reporting and statistics, configuration and administration, and agent detail information to the supervisor. The supervisor desktop shall enable the supervisors to add, configure or remove skills and experiment with an arbitrary number of hypothetical agent skill combinations, working rules, and skill prioritization without affecting current configuration or data schedule, or having to rely on IT to make agent skill changes. The supervisor desktop shall allow the monitoring of CCC conditions in

3.19.6.

3.19.7. 3.19.8.

3.19.9.

3.19.10.

3.19.11.

3.19.12.

3.19.13.

3.19.14.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 105/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements real-time through customizable statistics and allow supervisors to react, change and optimize CCC conditions in real-time. The supervisor desktop shall offer the ability to the supervisor to manually manipulate email queues, if this is deemed necessary for smoothing operations. The supervisor desktop shall assist supervisors in identifying potential problem conditions at a glance through defining and activating customizable system management alerts. Both agent and supervisor desktops shall be available as thin-client applications tightly integrated with the CCC platform and providing access to the respective information through a web browser-based interface. The system agent desktop shall provide : 1. Inherent screen Pop-up 2. Individual agent and group level callbacks 3. Multichannel blending 4. Park state 5. Agent on demand 6. Manual accept SIP agents shall be compliance with G.711 & G.729 codec. REAL-TIME DECISION SYSTEM The system shall provide the means for aligning operational activities and performance with corporate goals. The system shall be able to consolidate and correlate calls data around CCC performance in real-time in order to detect exceptions in a business context across the enterprise. In this case the system shall be able to configure
rules/knowledge base to make decision.

3.19.15.

3.19.16.

3.19.17.

3.19.18.

3.19.19. 3.20. 3.20.1. 3.20.2.

3.20.3. 3.20.4. 3.20.4.1. 3.20.4.2. 3.20.4.3.

3.20.4.4.

3.20.4.5.

3.20.4.6.

3.20.4.7.

The system shall provide the best action to solve a potential problem. The offered system shall have following features: Alerts and Actions will be presented to the supervisor The system shall provide the best action to solve a potential problem. The offered system shall have feature to produce standard Key Parameter Indicators (KPIs). Proposed rule shall be automatically generated comparing defined KPIs and the report of all events. The offered system shall have feature to present Alerts and Actions to the supervisors by SMS, voice, email and other media which must be configurable according to the priority in case of failure. There shall be a reporting package that shall allow supervisors to monitor the activities of individual agents and the overall performance of the groups and distribution algorithm. An always display on the agent screen shall be there informing about how many customers are waiting to contact them and how long they have been waiting. Root cause analysis of performance problems shall be performed by the offered system by drilling down into problem areas highlighted by alerts.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 106/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements

3.20.4.8.

Corrective action on identified problems shall be taken in the same management application in which they were identified. 3.20.4.9. Visibility into performance shall be provided to all users up and down the chain of command resulting in higher levels of accountability and alignment to corporate business goals. 3.20.4.10. The offered system shall be able to provide suggestion bulletins to the agents or to the system administrators in case of failure of process/system to rectify and fix the problems. 4.

COMPLAINT HANDLING

4.1. 4.2.

A work flow system shall be provided for complaint handling. The work flow system shall support close circle process from the trouble ticket is generated, it shall be dispatched by the back office and it shall be processed by the different related department. The whole process flow shall be able to be customized and changed to adapt the real service requirement. A GUI tool shall be provided for the process flow customization. The whole process shall be able to be monitored. Overtime control and alarm shall be supported. There shall be SLA control for the process flow. The typical process flow shall be exported to the KBS as study case and training material.

4.3. 4.4. 4.5. 4.6. 4.7. 5. 5.1. 5.2. 5.3.

OPERATION AND MAINTENANCE SYSTEM:


* The bidder shall quote fully functional, Operation and Maintenance System (OMS), to manage all the offered network equipments. The bidder shall provide the at least five OAM terminals including two note-books with latest OS and application software installed. The bidder shall offer software and hardware platform and enabling the system to have centralized network maintenance to manage all the network elements from an integrated management system. The system shall be deployed across hardware and software platform preferably UNIX/POSIX servers shall be used for the purpose. If Windows based servers are provided, bidders are required to offer and quote all required software, licenses, firewall, antivirus protection valid throughout the lifetime of the offered equipment. The offered OMS shall provide graphical user interface that provide convenient method for performing configuration, monitoring and routine network maintenance for users and administrators. The maintenance shall be possible in all of the following modes simultaneously 1. Local management Mode 2. Remote Management Mode INTERFACE REQUIREMENTS:
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 107/147

5.4.

5.5.

5.6.

5.7.

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements LOCAL MANAGEMENT MODE The equipment shall provide local management interface (Console interface, 10Base-T interface, FE, etc.). The bidder shall provide details of local management interface. This will enable to work locally with the related network element. The required operator terminal shall be PC and windows XP/ Windows 7 based with appropriate software loaded. The offered equipment shall work with cluster management principle. The bidder shall quote at least 4 local operator terminals. REMOTE MANAGEMENT MODE The equipment shall provide remote maintenance and management via secure connection (TELNET with SSH mode). The functional requirements of remote maintenance are the same as those of the local maintenance. This mode shall work even though the OMS server is not reachable. This mode shall work wherever there is TCP/IP connection with the network element. The offered OMS hardware shall be based on servers running on UNIX/POSIX. If Windows based servers are used, bidders are required to offer and quote all required software, licenses, firewall, antivirus protection valid throughout the lifetime of the offered equipment:

5.7.1. 5.7.1.1.

5.7.2. 5.7.2.1.

5.8.

6. 6.1.

NETWORKING EQUIPMENT:
* The bidder shall quote and provide all the necessary Networking Equipments such as switches, Routers, Modems etc. required for the installation and operation of the complete system.

7. 7.1. 7.2.

SERVICES
The system shall have functionality to provide service to handle the request and make response on the basis of query. The system shall handle the request from the customer through different medium viz. Voice, text, multimedia, web application, email, web service, social networking portal etc. The offered system shall be able to handle the proper specification regarding the quality. The offer system shall be able to handle the high Erlang traffic specified above. The request and response may be defined inter exchangeable. Like the voice can be responsed through mail. The rule can be assign for the interchange according to the priority of call, customer, skills based, exception with the system etc. INBOUND SERVICE The offered system shall be able to handle the incoming traffic in the form any medium specified above.

7.3. 7.4. 7.5.

7.6. 7.6.1.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 108/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements The incoming request shall be handled by the system by maintaining the specified QoS. The incoming request can be directly contacted to the specified agent or can be contacted through the IVR of other system. The system shall handle the high volume of requested specified above. The inbound request will be handled properly based on the intelligent routing supported by Knowledge based. The response time of the inbound request shall have minimum response time from one system to another in the high volume of request specified above. The inbound request can be routed/transferred to any system/agent which is attached to the CCC system. The response can be in either in the same request medium or in other medium. The inbound request can be processed from internal system and also from the external system like IVR, agent, external contact agent. For this, the offered system must have integration with the internal and external system OUTBOUND SERVICE The system shall have functionality to make a outbound request to the client. This client can be customer of other CCC. The offered system shall have a functionality to send outbound request from the agent or by the system integrated with the contact centre. The outbound shall be manual and automatic both, which shall be configurable on the basis of knowledge base/rule base. The outbound service shall comply the successful/unsuccessful request. The system shall be able to correlate the request and corresponding response by outbound request. The outbound request shall have provision to transmit in the entire platform and the standard like signalling platform, transmission channel, and system integrated. The system shall provide the outgoing call services, including multimedia outgoing call, predictive outgoing call, state checking, call connection, and system management. The Outgoing calls shall be initiated based on a certain strategy. To make full use of the agent, the outgoing call shall be dynamically adjust the speed according to agent status and the call traffic of the system. Automatic outgoing call: The system shall periodically call out the customer, plays various voices, or sends SMS or emails. Agents shall be able to set call backs. Supervisor shall be able to restrict agents to a particular campaign. Administrator shall be able to move batch of agents from one campaign to other.

7.6.2. 7.6.3. 7.6.4. 7.6.5. 7.6.6.

7.6.7.

7.6.8.

7.7. 7.7.1. 7.7.2. 7.7.3. 7.7.4.

7.7.5.

7.7.6.

7.7.7. 7.7.8. 7.7.9. 7.7.10. 8. 8.1.

REAL TIME CHARGING AND BILLING


* The offered system shall generate xDR for every Inbound and Outbound
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 109/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements events. The system shall have the feature to charge each and every event. The offered system shall support prepaid and postpaid charging mode. The offered system shall have feature to activate and deactivate agent based on the charging. xDR generated from offered system shall be understandable by NTs existing billing system. If there is mismatch in xDR generated from offered system and NTs billing system, bidder shall be responsible to convert necessary xDR format which is understandable by NTs billing system. The offered solution shall have facility to provide bonus scheme to the agents if required. The bidder shall provide the detail documents of xDR format.

8.2. 8.3. 8.4.

8.5. 8.6. 9. 9.1. 9.2. 9.3. 9.4. 9.4.1. 9.4.2. 9.4.3.

INSPECTION AND MONITOR FUNCTIONS


The system shall be able to inspect the system and the user of the system viz operator, system administrator, agent supervisor, agent, customer etc. The system shall be able to maintain the record all the event of the activity done in the system by all the user of the system. The report generation and alert system shall be able to report back to the supervisor of related agent. AGENT The proposed system shall have inspection and monitoring function for the supervisor. The proposed system shall provide GUI method inspection for the supervisor. The proposed system shall provide a central monitor system. All of agent occupation status, traffic, and call completion rate and so on can be monitored by the monitor system. The supervisor shall be able to monitor and control the service process of the monitored agent. The supervisor shall be able to view each agents information, such as seat number, staff ID, skill, and skill group and so on. The supervisor shall be able to listen in whisper, intercept, force to release, and insert the conversation special agent. A physical seat map shall be provided to indicate real-time agent status. Supervisor can easily execute quality control function via the seat map operation. The agent map monitor shall be provided in the system. Provided map in the system shall display the agent position, status, traffic, other related data in the supervisors workspace so that the supervisors can inspect system very intuitively and conveniently. SYSTEM The proposed system shall have Application to monitor the performance in GUI based and report based. The proposed system shall have monitoring of all the sub system in a

9.4.4. 9.4.5. 9.4.6. 9.4.7.

9.4.8.

9.5. 9.5.1. 9.5.2.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 110/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements consolidate fashion. The system shall have following quality monitoring features: 1. Silent monitoring, coaching, barge-in 2. Voice, web chat & collaboration monitoring 3. Screen monitoring and recording 4. Agent performance scoring and analysis Alert system shall be incorporated if any system fail, make exception, unusual performance etc. The offered system application shall have benchmark for the standard performance. The system must work with standard KPIs. The application of monitoring shall be able to make automated decision making to make stabilized performance. The system shall provide log of the performance in drill down event and reason. The offered system shall be able to indicate the suggestion to the supervisor, operator of system regarding the action followed for solution of the problem. The system operator shall have monitoring of all the external system integration (connection). The system shall also include the delay time, response time, traffic handled, BHCA report, processing time, exception event etc as a parameter for performance indicator. The monitoring system and inspection system shall have functionality to make monitoring action on component basis/as a whole system.

9.5.3.

9.5.4. 9.5.5. 9.5.6. 9.5.7. 9.5.8.

9.5.9. 9.5.10.

9.5.11. 10.

PERFORMANCE MONITORING FOR CALL CENTER AND AGENT


10.1. The offered system shall provide the means for performance monitoring of Contact Centre and Agent (group service) in terms of monetary value. 10.2. Performance monitoring shall be done on below categories: Blockage Abandon Rate Self Service Availability Average Speed of Answer Longest delay in Queue First Resolution Rate (transaction completed within a single contact) One-Contact Resolution (for e-mail transaction and web interaction) Transfer Rate Communication Etiquette Agent Occupancy Staff Shrinkage System Availability

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 111/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements Conversion Rate (refers to the percentage of transactions in which a sales opportunity is translated into an actual sale) Upsell/cross Sell rate ( refers to success rate at generating revenue over and above the original order or intention of the call) Cost per Call (refers to operational efficiency cost per call or cost per minute to handle the call workload)

11. 11.1. 11.2. 11.3. 11.4. 11.5. 11.6. 11.7. 11.8.

APPLICATION REQUIREMENT
The offered system shall provide window/web application which must be based on open system environment. The offered application shall handle both inbound and outbound request. The offered system shall provide the minimum requirement of framework to operate in any system viz java, .Net etc. The application shall have fast response time, real time based application when working in network. The application shall not stop working all the functionality when exception arises in one of the sector of application. Application shall have GUI based with effective appearance. The appearance shall not irritate eye on continuous usage. The application shall be able to operate in remote area, low bandwidth with primitive Operating system. The application shall have the language selection functionality to make working environment in local Nepali languages as well as other universal languages. SYSTEM APPLICATION The application offered shall have functionality to monitor system, service provisioning of the system and connectivity for the agent. The offered application shall be able to communicate with the entire system component in standard communication protocol and channel. The application shall have functionality to make a provisioning as well as monitoring report in consolidate fashion. The application shall have command line interface for service provisioning if exception arise. Content based management shall be able to modify the format and outlook of the application. The System, application shall be able to make a control over the agent application in some case if needed. The application shall have functionality to operate. AGENT APPLICATION Agent application shall have functionality to install in all type of station independent with the Operating system. Application shall have the functionality to communicate in voice, SMS, text chat, Browser to search in system knowledge base/External Searching media, MMS, social networking.

11.9. 11.9.1. 11.9.2. 11.9.3. 11.9.4. 11.9.5. 11.9.6. 11.9.7. 11.10. 11.10.1. 11.10.2.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 112/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements

11.10.3.

The application shall have connectivity with all the above communicating functionality. 11.10.4. The application shall have all type of open standard communication means included. 11.10.5. Application shall have all the functionality to handle all type of incoming request. 11.10.6. The application shall have functionality to make an outbound request. 11.10.7. The application shall handle the functionality to transfer the response according to the request media or through different media. 11.10.8. The application shall be able to handle multiple requests at once, parallel which is based on the skill of the agent. 11.10.9. Application shall have functionality to make a request waiting and response like CRBT while waiting. 11.10.10. Application shall have functionality to adjust the QoS of the voice and multimedia. APPLICATION PROGRAMME INTERFACES (API) 11.11. 11.11.1. The application shall have a functionality to connect and install external API. 11.11.2. During commissioning period Supplier shall develop the APIs to connect the existing NTs Billing Systems, ERP System, Mediation System, IN Systems, CRM system. Necessary hardware required to interface above system shall also be supplied. 11.11.3. The application shall be able to adjust different API based on the application framework to make portability for other functioning. 11.11.4. The API shall also work for the extension for the other system with different. 11.11.5. API shall have connectivity with other External system connected like IVR, Database, web service, web standards etc. 12.

COMPATIBILITY, INTEROPERABILITY, INTEGRATION

12.1.

12.2. 12.3.

12.4. 12.5. 12.6. 12.7.

The system shall be Infrastructure Agnostic. It shall be compatible with open or proprietary implementations in TDM, IP, or hybrid environments with different protocols and independent with the speed of the system. The system shall have standard connectivity/protocol/transmission channel which is applicable for all telecom equipments. The system shall provide an open, standards-based environment interoperating with off-the-shelf hardware without any dependencies on proprietary infrastructures. The system shall be easily interconnected with a wide variety of PBXs and telephone switches. The system shall be able to be installed in a broad range of operating systems, including Linux, Windows, AIX, HP-UX and Solaris. The system shall be able to be installed in a wide variety of databases that cater to specific CCC needs (i.e. Oracle, SQL Server, DB2). The system shall provide a Software Development Kit (SDK) allowing the

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 113/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements integration with a whole range of 3rd party & bespoke applications. The SDK shall allow deep integration with the CCC platform and shall support JAVA, XML and .NET. The system shall provide a rich set of APIs for desktop and third-party customer-care (CRM) application integration. The system shall provide an out-of-the-box, pre-packaged software solution with pre-built integration between the CCC functionality & realtime interaction and the environment of a CRM. This solution shall support the most commonly available CRM platforms Siebel, Oracle, Microsoft Dynamics and SAP. The system shall provide reliable and robust operation in support of high scalability and disaster recovery. The system shall provide centralized management that supports remote starting/stopping of solution, configurable system alarms, and logging requirements. The system shall provide a unique point of design/management of the interaction routing for both inbound and outbound activity, on all communication channels. Access to configuration, management, routing & reporting design & control tools shall be delivered on a role based (profiles), with specific access levels assigned to the operations & support specialists. Access login to the system configuration level, routing design, real-time and statistical reporting tools shall be secured (encryption capability for each login session). Full logging of all changes for each session shall be stored, and kept for a configurable amount of time in a system log DB. The system shall provide a real-time management & monitoring tool able to control and report all its components status (GUI interface for monitoring, ability to generate & send configurable alarms by SMS & email to support specialists). The system shall provide detail logs capture, storage and analysis functions for all interactions transiting the systems, delivering the data for the integrated debugging tools (i.e. analysis of the routing based on captured data, ability to simulate routing). The system shall support a typical High-Availability architecture with hotstandby capability for all systems critical components. The systems architecture shall be capable to minimize the impact on CCC availability in various systems failure scenarios, ensuring Telecom-Grade Service Level & Availability is attained. The system shall provide the means to connect with Wallboard Display Systems.

12.8. 12.9.

12.10. 12.11.

12.12.

12.13.

12.14.

12.15.

12.16.

12.17.

12.18. 13. 13.1. 13.1.1. 13.1.2.

WORKFORCE MANAGEMENT SYSTEM


The system shall support the following capabilities independently of the infrastructure for the efficient management of the CCC resources: Scalability and expandability according to the rising business needs. Support for a multi-channel (Voice, Email, and Chat), multi-skilled and

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 114/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements multi-site environment that customers have in place today. Support for a heterogeneous infrastructure Support for ensuring real-time adherence Flexible forecasting and strategic planning based on what -if analysis Applicable for flat work force or hierarchical workforce Based on successful/unsuccessful traffic/service request Knowledge/Rule based traffic assignment for the workforce depending upon the strength and category Employee-friendly optimized scheduling Adhere to union rules and seniority requirements Honor flexible business and fairness rules Consider employee preferences for schedules Balance between service goals and employee preferences Enable open schedules to allow employee bidding Meet service goals with right number of skilled resources Web-based application for agents allowing access to schedules, schedule trading, shift preferences, availability preferences and time off planning Web-based application for supervisors, allowing decision-makers to edit schedules, time off, schedule trade, and preference requests, and view intra-day schedule adherence and key statistics and reports for analysis. Agent utilization reports that provide key statistics on agent performance Real-time and historical employee adherence reporting

13.1.3. 13.1.4. 13.1.5. 13.1.6. 13.1.7. 13.1.8. 13.1.9. 13.1.10. 13.1.11. 13.1.12. 13.1.13. 13.1.14. 13.1.15. 13.1.16. 13.1.17.

13.1.18. 13.1.19. 14. 14.1. 14.2. 14.3. 14.4. 14.5. 14.6.

OPERATION AND MANAGEMENT REQUIREMENTS


The System Shall be able to configure according to the business need. The system shall have functionality to start/shutdown/standby/sleep to any system component The system shall have functionality to adjust the functionality according to the need and demand. The traffic of request and response can be configuring according to the system need and the business needs. The system shall be able to make response to the request as fast as possible with minimum resource utilization as specified. The system shall have functionality to identify the individual/group agent, location, communicating channel, protocol adopted, functionality subscribed. The system shall have functionality to manage the single agent and group of agents. The service order provisioning with the system for creating account for the agent must be consolidated with the identification, privilege, security. The system shall be offered with adequate Hardware and software including tools and utilities to operate and monitor the systems effectively. User friendly tools shall be the provided to query on history data and

14.7. 14.8. 14.9. 14.10.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 115/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements analysis logs.

14.11.

In case of failure, systems shall restart incomplete processes from the last check point. Each update process or any other process affecting changes in data shall be committed to the database only after successful completion of the whole process.

14.12.

The supplier is also required to provide other features available in the proposed System to achieve maximum flexibility, scalability and fault tolerance in the systems. The supplier shall also mentions and provides all other features already included in the offered released version of the software products. The systems shall provide necessary tools for configuration of daily Operations.

14.13. 15. 15.1. 15.2. 15.3. 15.4. 15.5. 15.6. 15.7. 15.8.

SECURITY REQUIREMENT
The offered system shall have a prone with the external attack like virus, Trojan, worm etc. * The system shall have integrated security enabled based on IP, unusual usage, hacking and cracking from external environment. The system shall have provision to detect those activities which arise security issue define above. The security should be enabled for both web/window applications. The system shall be secure for each server/station/desktop/device The system shall be protected with physical security threat The system must have role level access with different privilege. The offered system shall be able to disable all services non-essential for node functionality (e.g. send email, send MMS, rpc, nfs, telnet, ftp, echo etc.) The offered system shall be able to maintain the logs of all agents activities performed by the agents. The offered system shall maintain all type of events, task summary in case of exceptions/failure/unavailability of service. All the log files and events generated by the system shall be archived/retained and shall not be deleted. The log file management and deletion shall be authorized to super admin only. Username and passwords used for user logging shall be stored as well as sent over network in encrypted format. SYSTEM SECURITY
The system shall have provision to access applications and centralized database by remote terminals through WAN connections of NT or through public Internet backbone. Necessary intermediate devices for secured access shall be provided. The system shall have data base security as well as application level security to

15.9. 15.10. 15.11.

15.12. 15.13. 15.13.1. 15.13.2.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 116/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements


restrict unauthorized access to the systems. At least four levels of security shall be implemented. OS level control Database level control Applications level control Network Level control DBA shall have full access to database while privilege user shall have partial access as assigned by system administrator.

15.13.3. 15.13.4.

The offered system must have role level security.


Some users shall be provisioned with read only access to the database through database level and through application level. Rest of the users shall have directly no access to the database, but it can be accessible only through the offered application.

15.13.5.

Application Layer security shall provide authorization to only specific owner or user. The Application Layer Security shall define privilege of accessibility for owner and users. The systems shall also keep a centralized operation log to maintain updated information on status of operation. The systems shall have centralized administration and maintenance system. The systems shall have security mechanism to allow only authorized user to access the systems and usage record information. Application Layer security shall provide authorization to only specific owner or user. The Application Layer Security shall define privilege of accessibility for owner and users. The systems shall also keep a centralized operation log to maintain updated information on status of operation.

15.13.6. 15.13.7. 15.13.8. 15.13.9.

15.13.10. 15.13.11.

The systems shall have centralized administration and maintenance system. 15.13.12. The systems shall have security mechanism to allow only authorized user to access the systems and usage record information. 15.13.13. The Network Layer Security of the systems shall define privilege of Host and IP sub networks. 15.13.14. The proposed systems shall provide SSL encryption to access web self-care from Internet.

15.13.15. The offered system shall have privilege based access viz. user management, menu management, group level security. 15.13.16. The access of the system shall be assigned from specified IP based. 15.13.17. The system shall be able to detect the assigned user and unassigned user on the basis of usage or attempt for usage. 15.13.18. The offered system shall be prone from the virus attack, or external attack. The security enables the access with port, application. 15.13.19. The servers and different terminals shall have the necessary modules/Components/Software to prevent viruses/external attacks/intruder from being spread into the network. 15.13.20. The offered system shall have capability to control all the subscribers using enabling/disabling of users with black/white lists of equivalent.
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 117/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements

15.13.21. The system shall be able to promote/demote the agent on the basis of rules/knowledge automatically/manually. 15.13.22. The offered system shall have facility to disable the services on a user basis, network basis, license basis, service basis type of agents. 15.13.23. The offered system shall have facility to categorize data into several groups. User access right definition shall be based on granting access to particular groups. 15.13.24. All actions performed by any user shall be logged with used id and time stamp. These transaction logs shall be stored online for at least 180 days. 15.13.25. Agents shall be categorized on the basis of usage of service, traffic volume, skills of agents (defined by system). APPLICATION SECURITY 15.14. 15.14.1. The Application shall be able to secure the usage from the intruder. 15.14.2. The application shall be able to maintain the session to log the activity performed by both agent and operator of the system including system administrator. 15.14.3. The application shall monitor the attack from virus. 15.14.4. The application shall have functionality to adjust the menu and functionality according to the privilege to that user. 15.14.5. The data send and receive by the application shall be encrypted form. 15.14.6. The application shall be able to alert the user about their exception activity within the application form. 15.14.7. The application shall be able to avoid the execution on the any other type of host application. 15.14.8. The application shall have functionality to make a connection with other system in secure connection. 16.

REDUNDANCY, SCALABILITY AND EXTENDIBILITY

16.1. 16.2. 16.3. 16.4. 16.5.

The proposed system shall easily be upgradable, expanded depending on demand dictates, component by component, technically and commercially. The offered system shall indicate modularity of each network component, indicating maximum capacity. The offered system shall be capable to expand with N+1 redundancy. The proposed system shall maintain the redundancy so as to minimize the down time specified. The proposed system shall be scalable so that it can be extended to any position/places independent with the connection of the network, without
any degradation in terms of performance and functionality.

16.6.

The proposed system shall be highly integrated. The space size shall be sufficient to save all the recorded voice calls and all the logs requested by subscribers and agents.

17.

DATA CONSOLIDATION, HISTORICAL AND REAL TIME


Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 118/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements

REPORTING
17.1. The offered system shall provide real time monitor and historical reports based on web. The historical reports shall the traffic reports, skill level reports, and agent reports of successful/unsuccessful, present/absence of agent, duration of calls, response time, number of activity during the call session for different services (voice, text etc.). SYSTEM BASED REPORTING The offered system shall provide the means for collecting/ analyzing CCC data from different sources and transforming this data to meaningful reports. The offered system shall be able to generate report based on CRM or external CRM or customer base database. The system shall provide ready-to-analyze interaction data in industry standard multi-dimensional star-schema format. The offered system shall have separate reporting server which can handle high volume of traffic/event data so that it can minimize the response time. The offered system shall support for creating complex queries and reports using off-the-shelf Business intelligence (BI)/reporting tools. The offered system shall have unified repository of data from multiple data sources within the CCC environment based on inbound and outbound call respective with the service type (voice, sms, mms etc.). The offered system shall support the creation of operational and business metrics and dimensions for: 1. Report caller analysis 2. Service level objective analysis 3. Agent skill-match analysis 4. Pre-defined data hooks to external data stores The report shall be customizable, exportable, forecast able in text mode and graphical mode (1D, 2D, 3D). The report system provided by offered system shall have functionality to drill down the report to display details on- click. The proposed solution shall provide the service reports of trouble tickets, knowledge base. The system shall provide a desktop-level reporting application that shall provide both real-time and historical views of CCC operations via a graphical user interface. The offered system shall have feature to automatically schedule the reports to the supervisors via email when needed. AGENT BASED REPORTING The system shall provide a large number of predefined statistical data types covering various CCC entities including queues, routing points, agents, and agent groups, outbound campaigns, and calling lists. The data types shall enable the creation of arbitrary custom modifications.

17.2. 17.2.1.

17.2.2. 17.2.3. 17.2.4.

17.2.5. 17.2.6.

17.2.7.

17.2.8. 17.2.9. 17.2.10. 17.2.11.

17.2.12. 17.3. 17.3.1.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 119/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements The system shall offer customization capabilities allowing creation of new statistics based on business data attached to interactions by other CCC applications. The system shall also allow creating custom statistics to monitor, for example, response times for interactions coming from specific customer segments or handling times for interactions requesting specific types of service. The system shall be able to generate consolidated Contact Centre historical reports for all resources across all CCCs locations, providing endto-end reporting of all routed interactions details. The system shall provide a pre-configured (out of the box) library of realtime and historical reports that can be used to monitor CCC operational performance. Additional custom reports shall be created in a user friendly way, incorporating arbitrary performance indicators. The reports shall be fully customizable analyzing agent, place, skill groups, activity type, agent groups, queue, and routing point status & performance, etc, and aggregated over arbitrary interval granularity (e.g. hourly, daily, weekly, monthly, quarterly, and yearly periods). The system shall have the ability to generate separate reports by each skill set/skill-group/activity type or any type of indicators available in the reports (i.e. separate for calls and separate for emails for same agent or agent groups treating this type of interactions). The system shall provide GUI reporting modules / tools in order to easily create and customize report types based on current business requirements. The system shall support full automation of the historical reports generation and distribution through a consistent report scheduling & delivery mechanism. The systems shall provide CCC Service Level type of alarms based on various KPIs triggers to be generated and distributed on various channels (email, SMS) to Management level. The generated real-time and historical reports shall provide flexibility in the method of presenting data, including charts and graphs, tables, numbers and text. The reports shall also be exportable in commonly available portable formats, including XML, CSV, PDF, ASCII and plain text. The system shall track real-time agent status and interaction statistics, which support both historical and real-time performance management and reporting.

17.3.2.

17.3.3.

17.3.4.

17.3.5.

17.3.6.

17.3.7.

17.3.8.

17.3.9.

17.3.10.

17.4. 17.4.1. 17.4.2.

REPORTS
The offered system shall provide the following reports: Agent reports: 1. Agent/workgroup disposition, productivity summary and total. 2. Agent signed in activity by day and summary 3. Agent signed in service activity by day and summary Interactions reports: 1. Interactions analysis daily and hourly

17.4.3.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 120/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements Administration reports: 2. Agent ranking 3. Change management 4. Hardware configuration 5. Install history 6. Service agent quality scoring daily 7. Workgroup agent quality scoring and summary Inbound service reports: 1. Inbound call summary 2. Inbound call summary CLI/DNIS based 3. Inbound service agent call efficiency 4. Inbound service call profile 5. Inbound staffing summary Outbound service reports: 1. Outbound call table summary 2. Percentages 3. Outbound service summary and percentages 4. Outbound hold 5. Table agent detail/summary Circuits reports: 1. Circuit busy hour report 2. Circuit details report All services reports: 1. Service quota daily 2. Service quota daily 3. Service quota week The system shall generate the necessary templates as per above reports. The systems shall have provisions to export data to spreadsheets, PDF or text files for each report and query processed. The systems shall be able to generate various other reports and queries in addition to the reports specified above and shall also allow the users to generate its own reports by downloading the data from the systems. Other reports and queries shall be finalized during scoping however reports shall be added/ modified as and when required based on the available data in the systems. Development tools required for system customization and development of following sub modules shall be provided. a) Report generation and designing tools b) Report layouts configuration tools c) Ad-hoc reporting d) Dynamic querying facilities e) Online and offline backup/restore management tool f) Business logic management tools Tool to observe on data update, modification etc in the systems

17.4.4.

17.4.5.

17.4.6.

17.4.7.

17.4.8.

17.4.9. 17.4.10. 17.4.11.

17.4.12.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 121/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________

End of Section VIII: Detail Technical Specifications

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 122/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________

SECTION VIII: TECHNICAL SPECIFICATION CHAPTER 3: HARDWARE SPECIFICATION


The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Clause No.

Particulars of Nepal Water Supply Corporations Requirements

1. 1.1

GENERAL
The bidder shall provide adequate quantity of hardware of latest version (server, IVR, agent desktop etc) to handle the agents requirement as per SOR and hardware sizing as per clause number 1.8 of Detail Technical section. The bidder shall provide the adequate quantity of E1/IP interfaces to cater the traffic mentioned in clause number 1.8 of Detail Technical section. The bidder shall provide at least 20 API and necessary hardware to interface existing NTs Billing Systems, ERP system, IN Systems, Mediation System, CRM systems etc. The bidder shall provide the centralized O&M system (hardware and necessary software) to manage all components of the system. The bidder shall provide the IVR system which handles the traffic as mentioned in clause number 1.8 of Detail Technical section. The bidder shall provide any other hardware which is not mentioned in the specification but required to operate the system smoothly. Such hardware shall be quoted in the system hardware in the SOR. The bidder shall provide the necessary network equipment devices (e.g. router, switch etc). Such hardware shall be quoted in the system hardware (main part) in the SOR. The supplier shall provide necessary hardware, network equipments, installation materials and accessories for the offered system. All proposed hardware shall be of well known brand with capability for upgrade, scalability and reliability. The offered make & model of hardware shall be scalable/ expandable for future upgrade and shall not be at End of Life, for at least for next five years from the date of delivery. The supplier shall provide the proof from hardware manufacturer. The make and model number of offered equipments shall be clearly mentioned. The supplier shall provide standard catalogues related to specific make and model of the equipment offered. The catalogues shall clearly state short description of the product, physical/constructional details, technical parameters, working/storage environments, technical architectures, basic configurations, expansion capacity, standards applied for manufacturing, installation, performance

1.2 1.3

1.4 1.5 1.6

1.7

1.8 1.9 1.10

1.11 1.12 1.13

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 123/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements testing, compatibility to other standards, life expectancy, year of release, reliability and precautions/warnings etc.

1.14 1.15 1.16

The supplier shall provide detailed calculation with dimensioning rules of offered hardware sizing for following the KPIs. The supplied hardware including servers, storages shall be scalable and upgradable. The supplier shall provide (N+1) redundant hardware (Server, Storage, SAN switches, Routers, switches, SCSI cards, controller cards, HBA cards, power supply, NIC etc.) for system. Supporting software, such as OS, database and other third-party software/tools and their licenses required for the offered systems shall also be mentioned and provided. The supplier shall provide full set of Operation and Installation manuals and other system documents.

1.17

1.18 2. 2.1

SERVER, OS AND NETWORK EQUIPMENT


The offered servers shall have latest architecture with sufficient number of processors and memories to achieve the performance mentioned above. The Operating system for the offered servers shall be of latest version of UNIX/POSIX operating system with the latest release of patches. Necessary OS administration, monitoring and health checking software/tools shall also be provided. If Windows based servers are provided, bidders are required to offer and quote all required software, licenses, firewall, antivirus protection valid throughout the lifetime of the offered equipment.

2.2

2.3 2.4

The offered hardware for server shall consist of internal storage for operating system, swap space, system log files with mirror configuration. The proposed server software shall perform on-line measurement and monitoring of CPU, Memory, Network, Swap-space usage, CPU load and Disk I/O measurement etc., availability and other relevant statistics. The offered servers shall be modular, expandable and evolutionary structure in compliance with the market development in both the software and the hardware sides. It shall also be scalable to allow for future network traffic growth, capacity and processing loads.

2.5

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 124/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements The supplier shall provide all the networking equipments like routers, switches, patch cables, cable trays, accessories etc. required to interconnect with all network elements and systems. Necessary Fiber links, E1 links and leased lines will be provided by Nepal Water Supply Corporation.

2.6

3. 3.1 3.2

SERVER CONFIGURATION
The offered servers for the system shall be configured in hot active standby mode. All necessary response times, data volumes and system/user activities in the offered system shall also be taken into consideration for Hardware sizing of the offered system.

4. 4.1

DATA STORAGES
The supplier shall provide external storages with sufficient usable disk space in RAID 10 configuration for system in (1+1) redundant mode for databases and archive data with sufficient cache memory. The offered system shall be configured with storage to storage mirroring so that data will be intact in case of primary storage failure. The system shall have sufficient storage space for system data, history data, processing information and other reference. The platform must be highly available, fully redundant, 100% data availability and data integrity in case of failure. In addition, power supply, fans, PCI adapters, HBA cards and I/O controllers must have fully redundant and capable to handle error. The supplier shall provide the detail of space calculation based on above.

4.2 4.3 4.4

4.5 5.
5.1

BACKUP MANAGEMENT
The supplier shall provide all required devices for system and data backup for the system. The backup devices shall be provided with tools and facilities to manage backup and restore, archive to off line storage media based on user defined retention periods. The backup system shall be efficient and reliable. The system shall also have external devices for backup.

5.2

5.3 5.4

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 125/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements The system shall provide backup management utilities for the proper management of backup and recovery. Software management tool for backup/recovery to manage all internal and external backup devices shall be provided. The supplier shall supply autoloader for the backup. The supplier shall apply zero downtime backup strategy.

5.5

5.6

5.7 5.8

6. 6.1 6.2 6.3 6.4 6.5 6.6 6.6.1

HEAD PHONE
The bidder shall provide following type of head phone with accessories mentioned below: It has independent double-sided headband adjustment and self-adjusting ball-mounted speaker capsules which allow perfect fitting to the head. It shall be very comfortable to wear and sound shall be received through one ear (just like a normal telephone). It has Ultra Noise Cancelling function which blocks out a maximum of ambient noise, making the voice easier to understand. Head phone shall be light weight.

TECHNICAL DATA:
Transmitting Data: a) Microphone: Ultra Noise Cancelling b) Frequency response : 100 Hz 3400 Hz c) Sensitivity : -34 dB d) Distortion : Less than 1 %

6.6.2

Receiving Data: a) Impedance : 300 Ohm b) Frequency Response : 300Hz 3400 Hz c) Sound pressure max: 104 dB d) Distortion: Less than 1 %

6.6.3

Accessories: a) Cable length: 1 Meter b) Connector : Easy disconnect

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 126/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements c) Ear-cap size : Regular 42 mm d) Acoustic foam ear pads / Leatherette ear pads e) Carry bag f) Clothing clip g) Microphone windscreen h) 3 colored identification clips

7. 7.1

SYSTEM RELIABILITY
The proposed system shall operate continuously, without service interruption and shall be compatible with Nepal Water Supply Corporation networks and equipments. The fault recovery, application or system software and hardware updating/up-gradation shall not degrade normal operation of the system. The offered product shall have high availability ratio of at least 99.999% (excluding scheduled maintenance). That means if one server fails, then next server shall be in operation without any interruption in the system and end user shall not be affected during this operation.

7.2 7.3

8.

PERFORMANCE CONDITION
The offered products shall give consistent performance on Round the Clock - Round the Year operation basis under the following climatic conditions: Temperature : 0 degree C to 40 degree C Humidity Altitude : Up to 95% : Up to 2,500 meter above sea level

9.

POWER SUPPLY
All the offered equipments shall have dual power supply and shall be compatible with the following electrical specifications: Input Power - voltage : -48VDC - Frequency : 50Hz 5% If 220VAC supply is required for the offered equipment, the bidder shall provide UPS with redundancy having sufficient backup. The supplier shall specify power consumption, in different operating conditions for all offered modules. It shall have protection mechanism for over voltage and over current

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 127/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements on line interface (ITU-T Rec.K20).

10.

INDICATOR
The equipment shall provide convenient, visual indicators for power supply, operation state, error state etc.

11.

HOT-PLUGGING
The pluggable parts of the offered equipments shall support hot-plugging. Supplier shall list the hot-pluggable parts of equipments.

12.

FORM FACTOR
Servers and Storage shall be mounted in standard 19-inches RACK cabinets, specially designed for proposed servers and storages by the manufacturer of the offered server and storages and having all the standard features required.

13. 13.1

ADDITIONAL EQUIPMENT AND ACCESSORIES


The equipments, accessories, software that are not specified in this document, but necessary to meet the requirements and to make total system function properly shall also be provided. The supplier shall provide details of power supply requirements for the offered systems in the bid documents. Necessary arrangements for power supply input to the installation sites will be made by NT. However installation for access to the source and in the equipment room with standard safety measures and redundancy shall be made by the supplier. The supplier shall also do necessary networking in the equipment and operation rooms. End of Section VIII: Hardware Specifications

13.2

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 128/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________

SECTION VIII: DETAIL TECHNICAL SPECIFICATION CHAPTER 4: Warranty, Technical Support, Annual Maintenance Contract (AMC) Services and Service Level Requirements
Clause No.

Particulars of Nepal Water Supply Corporations Requirements

The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

1. 1.1

INTRODUCTION
The supplier is required to provide technical support and warranty and Annual Maintenance level services after the offered system is put into operation for all phases. The SLA requirements including penalties are applicable on all such services and service periods.

1.2

For all the services to be provided after the system is put into operation, the bidder shall have back to back agreement with the manufacturers of all offered goods (hardware and software) which shall cover all the service periods. The manufacturers shall provide the services directly with their onsite presence and also provide direct access to their offsite experts and development support centers. The bidder along with the consortium members shall be directly responsible for the technical support, warranty and annual maintenance level services during the service periods for the complete CCC System end to end solution.

1.3

The service periods are defined as following a) On site & offsite Operational support services on operation until successful completion of stabilization period for each phase b) Pre-warranty technical support services until issuance of FAC for the respective phase and start of warranty period for the phase c) Warranty services for each phase until successful completion of warranty and start of AMC for all phases d) Annual Maintenance Contract (AMC) services after successful completion of warranty service.

2. 2.1

WARRANTY AND ANNUAL MAINTENANCE LEVEL SERVICES:


Technical support, warranty and annual maintenance level services shall be provided by the bidder during all service periods for all phases. If the service periods have to be extended due to reasons attributable to the bidder, the technical support, warranty and annual maintenance level services shall be provided for the extended service period without any cost to NT. The technical support, warranty and annual maintenance level services covering all service periods shall be provided for complete CCC system end to end solution from the bidder and respective manufacturers of the goods (all Software products, Hardware/OS & networking equipment, RDBMS, tools, interwork & interfaces etc.). Local support services shall also be provided by the authorized dealer in Nepal of the respective goods (Hardware, OS, Software, RDBMS, and UPS etc.) The local

2.2

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 129/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements


software house trained in all offered software products shall also be made a part of technical support team for the services to be provided. The bidder shall provide full onsite technical support with onsite manufacturers' expert support team. The onsite support team shall also support, assist, provide on the job training and make systematic knowledge transfer to NT technical team at site. Only people who are experts in their respective subject matters shall be included in the onsite support team. Nepal Water Supply Corporation reserves the right to approve or reject members of the support team or request for additional members, bidder shall make necessary arrangements in such cases. After successful completion of service period, the bidder shall prepare and handover system operations to NT technical team with provision of direct supervision, support and assistance from manufacturers' experienced technical manpower on site and off site. The bidder shall provide detail procedure including examination process & logical environment required to achieve knowledge transfer and system handover to NT. After NT's approval, manufacturers' technical team shall work with NT team to achieve the process smoothly. Regular reporting shall be done to NT management on progress of this process. The Bidder shall do the regular monitoring of the performance of the system, report the same to Nepal Water Supply Corporation and shall provide the following services during the warranty and annual maintenance service period. Technical support for 24-hours 7-days a week shall be provided. The bidder shall provide at no additional cost to the Purchaser all Product and documentation updates and new software version releases within 30 days of their availability in the Purchasers country, and no later than 12 months after they are released in the country of origin of the Product. The bidder shall provide professional staff in the field stations in Nepal and/or tele-assistance as may be required during service period to remedy any deficiency that may develop. During service period, the supplier shall at all times and under all conditions be entirely responsible for the satisfactory performance of the system. The bidder shall be fully responsible for all preventive and corrective maintenance measures, system health checks, monitoring & trouble shooting techniques, appropriate report generation and analysis methods, Online tracing, KPI monitoring & analysis, patch updates and any other tasks done or that needs to be carried out for smooth operation of the system. These tasks shall be shared with NT technical team. All details of regular monitoring activities, preventative and corrective maintenance measures being taken shall be documented, submitted to NT manager and shall also be made available online for any future reference by NT. During the service periods, the supplier shall provide/ replace with new items a) all the defective goods (hardware & software) or parts thereof as specified by Nepal Water Supply Corporation, b) goods that fail to meet the requirements of the contract, with all reasonable speed and at no additional cost to Nepal Water Supply Corporation.

2.3 2.4 2.5

2.6

2.7

2.8

2.8.1 2.8.2

2.8.3

2.8.4

2.8.5

2.8.6

2.8.7

TELE ASSISTANCE SUPPORT: The supplier shall provide professional staff in


the field stations in Nepal and/or tele-assistance as may be required during the

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 130/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements


service periods to remedy any deficiency that may develop.

2.8.8

EMERGENCY SUPPORT: The bidder shall provide emergency support. The


emergency support shall include immediate Air shipment of the spares, technical assistance for maintenance of hardware and software , tele-assistance or fax/email message from the experts, immediate dispatch of expert(s), etc. The cost of material, freight, insurance and any other duties and costs during the service periods such as expert visit to Nepal site, cost of both way freight for repair of faulty component, custom duty for importation of repaired item or replacement item etc. shall be borne by the Bidder. Nepal Water Supply Corporation shall promptly notify the Bidder of any claims arising under the service period. Upon receipt of such notice or during onsite support, the Bidder shall, with all reasonable speed, repair or replace the defective goods or parts thereof or goods not meeting contract requirements, without any costs to the Nepal Water Supply Corporation. If the Bidder, having been notified of the claim, fails to remedy the defects(s) within the specified period, the Nepal Water Supply Corporation shall take remedial action as may be necessary, at the Bidder's risk and expense and without prejudice to any other rights which the Nepal Water Supply Corporation may have against the supplier under the Contract. Penalties shall also be applicable. During the delivery and testing, if some of the items found missing, shortsupplied or damaged, the Bidder shall supply/ replace these items without any cost to Nepal Water Supply Corporation, and all the costs including customs and other local taxes shall be borne by the Bidder. Repair and/or replacement of defective equipment/software. The Bidder shall assist and/or carry out development, modification and customization of queries, reports, the requirements of which may arise during the service periods. This shall not be considered as new requirement and therefore shall not involve any additional cost to NT. Without limiting the number of elements, the supplier (bidder and manufacturers) shall assist and/or carry out interfacing/interworking/integration of additional /new network elements, any external systems, VAS etc. using standard protocols, APIs and /or provisions as available in elements, during the service periods as part of Technical Support and warranty level services. This shall not be considered as new requirement and therefore shall not involve any additional cost to NT. During such jobs, onsite technical support & assistance shall be provided within one week of notice and testing, cutover and go live process shall be done jointly. The bidder shall provide patches/updates for the system to incorporate new type of tariffs, packages, discounting schemes, loyalty programs and taxes if such provisions are not available in the offered systems as part of technical support and warranty and annual maintenance level services. This shall not be considered as new requirement and therefore shall not involve any additional cost to NT The supplier shall promptly take actions to resolve any errors, bugs, non compatibility issues noticed in the systems.

2.8.9

2.8.10 2.8.11

2.8.12

2.8.13

2.8.14 2.8.15

* *

2.8.16

2.8.17 2.8.18
*

2.8.19

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 131/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements


The supplier shall also implement updates and upgrades as per roadmap, so that the system is up to date until completion of AMC period. In addition to above mentioned requirements, standard technical support services of the supplier for the total system and third party products shall also be part of offered technical support, warranty and annual maintenance level services. The Bidder shall also provide support services from the related manufacturers and their authorized units. In case of Major Problem affecting all the customers, if the problem could not be solved within 12 hours with local support or tele-assistance or remote system login by support centre, the Bidder will be penalized for the service interruption period as to pay for the loss of revenue. Claim for the loss of revenue will be based on the average revenue accounted during that period. System experts shall come on immediate basis within 48 hours of reporting. The bidder shall maintain a local stock of critical spare parts in adequate quantity in order to avoid system disturbance due to repair/replacement procedure (Turn Around time of faulty parts) during installation, stabilization, warranty and Annual Maintenance Service (AMS) period. The bidder shall provide the list of critical spares. The problem shall be solved as soon as possible, not later than 3 hours, depending upon the severity of the problem. Bidder shall bear all losses resulted due to interruption in the services. The local stock shall include the third party equipments spares also. Upgradation of hardware, software version to new version/releases, patch loading, changes in software, if required for solving problems. Prior to implementing the patches/upgrade etc, permission shall be taken from NEPAL WATER SUPPLY CORPORATION with details of patches/upgrade to be implemented, its effects and detailed checklist to perform the task.

2.8.20 2.8.21

2.8.22

2.8.23

2.8.24

2.8.25

SYSTEM UP GRADATION: In case the system offered by the Bidder is being


upgraded in future, the hardware and software up gradation of the system shall be done accordingly through the implementation of all new and relevant releases. For upgrading the system, the supplier shall provide necessary updating documents, dispatching suppliers expert to implement the changes and support to implement new hardware and software. The support could be in the form of supplying information through telephone call, fax, email, messages.

2.8.26

REPAIR AND/OR REPLACEMENT SERVICE: The repair of faulty equipment or


their replacement shall be included in the warranty and Annual Maintenance level services to be provided by the bidder. During this period the bidder shall bear all the expenses for repair, replacement, two way transportation, insurance and custom duties etc.

2.8.27

MAINTENANCE SUPERVISION SERVICES: The Bidder shall depute experienced


personnel for the warranty and annual maintenance level services mentioned above with full availability. The maintenance expert is required to solve all reported problems either by himself or with the assistance/support of the Manufacturers technical staff. Should the maintenance expert (Hardware/software) be unable to solve the problems, the bidder shall replace him at no extra cost to NEPAL WATER SUPPLY CORPORATION. The warranty period shall be extended and the payments withheld if the services mentioned above are not provided to the satisfaction of Nepal Water Supply Corporation.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 132/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements


The warranty period shall be considered successfully completed only if all the repairs and support issues raised during the period are fully resolved up to the satisfaction of Nepal Water Supply Corporation.

2.8.28

Until the completion of the service period, the Bidder shall at all times and under all conditions be entirely responsible for the satisfactory performance of the system. During service period (a) upgradation of hardware, software, licenses and features (b) repair , modification and replacement of any faulty hardware (including third party hardware) (c) expansion of insufficient storage device shall be provided by the bidder with no additional cost to NT. The warranty and AMC period shall be extended and the payments shall be withheld if the services mentioned in the above clauses and Service Level Requirement (as per clause no 3) are not fully met. The service period shall be considered successfully completed only if all the repairs and support issues raised during the period are fully resolved. Service Level Requirement for Warranty and Annual Maintenance Service (AMS) shall be as mentioned in Clause No. 3 of this section.

2.9

2.10

2.11 3.

SERVICE LEVEL REQUIREMENT (SLA) FOR WARRANTY AND ANNUAL MAINTENANCE SERVICE (AMS):
SERVICE TO BE PROVIDED BY SUPPLIER:
Following services shall be provided by Supplier: i. Diagnose the hardware and software faults that are reported by Nepal Water Supply Corporation and rectify the hardware and software faults detected. ii. Repair and replace the faulty server, PCB, modules, terminals, and any other equipment including third party equipment. iii. Carry out the periodic preventive maintenance on every quarter of year. iv. Upkeep the software periodically. v. Upgrade the software to latest version. vi. Create customized reports from various systems. vii. Provide full & time bound assistance and associated systems and to resolve any problems that may arise from time to time. viii. Carry out all the warranty services as mentioned in the Clause No. 18, 19 and 20 of Section VIII, Chapter 1 and Section IV: COC for all goods (including hardware and software) supplied under this contract including all the third party software and hardware that have been purchased by Nepal Water Supply Corporation. The Supplier shall be solely responsible for the maintenance, repair & upgradation of the software and hardware systems, equipments including the third party software and hardware that Nepal Water Supply Corporation has purchased under the Contract. The Bidder shall be a single point of contact for support issues for all the Hardware, Software and licenses including third party goods including software/licenses supplied by the Bidder under the Contract. In any situation and circumstances, Nepal Water Supply Corporation shall not be liable to interact with any of the partners/ collaborators or subcontractors of the Bidder.

3.1 3.1.1

3.1.2

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 133/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements TECHNICAL SUPPORT CENTER


The Bidder shall have at least one Technical Support Center which shall provide technical support. The Bidder shall provide complete postal address, Telephone numbers and FAX numbers; email addresses of all Technical support Centers. The Bidder shall also provide the name of alternate contact person or Technical Support Center with address & telephone /FAX no., email address which may be contacted by Nepal Water Supply Corporation staff for support in case of no response/poor response from the designated Technical support center. Any change in Address, Phone number, FAX Number, email address, contact details etc. shall have to be intimated in writing by the Bidder to the Nepal Water Supply Corporation at the earliest. The Bidder shall ensure that all the Technical support centers are manned by fully competent and responsible Technical Personnel who are: a) Capable of giving all types of necessary technical guidance/assistance over phone to the Nepal Water Supply Corporation staff for fast restoration of faults and b) Capable of attending the faults at the Nepal Water Supply Corporation sites whenever needed by deputing competent technical expert. The Bidder shall also ensure that Technical support Centers are manned and are able to provide service to Nepal Water Supply Corporation round the clock, all the seven days of the week throughout the year. The level of service provided to Nepal Water Supply Corporation shall not go down during night time or due to any day being holiday, or for any other reason.

3.2

3.2.1 3.2.2

3.2.3

3.2.4

3.2.5

3.3 3.3.1

TECHNICAL SUPPORT PROCEDURE


The technical support procedure shall be as follows: Categorization of Problem Nepal Water Supply Corporation shall categorize the problem according to the priority levels (Critical Problem, Major Problem and Minor Problem) as mentioned in this document. The Bidder shall work continuously, and shall use all efforts, until Permanent Solution is successfully implemented. Reporting of the Problem The supplier shall provide a web based mechanism for booking/registering the faults reported by Nepal Water Supply Corporation in their support center. The site shall be password protected and can be assessed by authorized Nepal Water Supply Corporation personnel only. The details of faults booked for each site, its nature, priority level, time taken to resolve the issue, status of each fault reported etc shall be available on the web site. Supplier shall also provide options to report faults through email, SMS, telephone, fax etc. The supplier shall design a fault reporting format/ procedure, covering all the details. Format of the fault shall be finalized during the contract negotiation and shall be a part of the Warranty and Annual Maintenance Service (AMS). In case of Problem, Nepal Water Supply Corporation shall contact the Technical support Center of the Bidder and give information about the nature of fault over phone / FAX / e-mail/Web portal. For the fault reported over phone/portal/fax/email etc by Nepal Water Supply Corporation, fault booking should be prepared through Web based tool by the technical support center and

3.3.2
3.3.2.1

3.3.2.2

3.3.2.3

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 134/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements


a copy of the same, duly filled and signed shall be sent to Nepal Water Supply Corporation. However, there shall not be any delay in support due to processing of registration. For each request for Technical Support Nepal Water Supply Corporation shall provide the Bidder with a description (Problem Report) of the Problem encountered with diagnostic information as is available (e.g. logs, event records, etc.). A Problem Report shall include a priority level. The Bidder shall identify each outstanding issue relating to a Problem Report with a unique Case Number for tracking purposes. Case Numbers shall be communicated to the operations team reporting the problem, at the time that the problem report is made. In case of any dispute arising regarding duration of fault, first email/fax or call made by NT shall prevail. The Fault Booking shall be filled with utmost care, giving all the details of the faults and other information as prescribed in the Fault Booking. Technical instructions shall be given to the Nepal Water Supply Corporation staff over phone/fax/e-mail. If the fault is restored by following the instructions given over phone/fax/e-mail, Nepal Water Supply Corporation staff will close the Fault Booking after making suitable entries and after satisfying himself of the proper restoration of the fault. A copy of the Fault Booking duly filled in shall be sent to the Technical support Center for records. The supplier shall prepare necessary updates/patches etc. if required for resolving problems and after testing at their development centers, provide updates/patches with full instructions for loading through electronic media. After satisfactory testing, at site, the patches will be loaded to production. In case of difficulties in problem analysis, if requested by the supplier, Nepal Water Supply Corporation may provide access to test environment for the supplier. On-site Technical Service The Bidder shall ensure visits of the expert and competent technical staff of the Bidder in case the fault is not completely rectified or not rectified to the satisfaction of Nepal Water Supply Corporation even after following the telephonic/fax/e-mail instructions and advices. Bidder shall make all reasonable efforts to have a qualified technical representative available at Nepal Water Supply Corporations site within the shortest time possible. All the cost involved in the visit of technical support representative such as two way airfare cost, accommodation, local transport, medical insurance, per diem shall be included in the cost of warranty and Annual Maintenance Service. Once the fault has been rectified and the system & services are restored to normalcy, the visiting representative of the Bidder shall record in the Log Book, the details of the works done by him for restoration of the faults and also record the details of steps to be taken and procedures to be followed. Similar entries shall be made in the fault book also. Preventive Maintenance The technical expert personnel of the supplier shall visit Nepal Water Supply Corporation half yearly basis for preventive maintenance, for general system health check up, for educating/guiding the site personnel on various

3.3.2.4

3.3.2.5 3.3.2.6 3.3.2.7

3.3.2.8

3.3.2.9

3.3.3
3.3.3.1

3.3.3.2

3.3.4
3.3.4.1

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 135/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements


operational, technical and maintenance related matters etc. The preventive maintenance schedule shall be prepared by the supplier in advance. Nepal Water Supply Corporation reserves the right to make changes as per requirements. The supplier shall prepare the schedule of preventive maintenance to be carried out and shall submit the same to Nepal Water Supply Corporation in advance. The preventive maintenance shall not affect the normal functioning of the system. The details of activities to be carried out during preventive maintenance visits shall be decided by Nepal Water Supply Corporation before the start of warranty and Annual Maintenance Service. The schedule of routine operational and maintenance activities to be carried out shall be provided by supplier. The day to day operation and maintenance activities shall be done by Nepal Water Supply Corporation.

3.3.4.2

3.3.4.3

3.3.4.4

3.4 3.4.1
3.4.1.1

CATEGORIZATION OF PROBLEM AND RESTORATION TIME


Categorization of the Problem Critical problem
i) ii) All the problems as mentioned in clause no. 15.1.

Faults at CCC site, causing crash of any server or software program or switchover failure from active to standby and vice versa in normal or disaster situation.

iii)

3.4.1.2

Any fault in the equipment/system affecting the availability of service by more than 5% of equipped capacity at primary. Major problem:

3.4.1.3

3.4.2
3.4.2.1

i) Faults at CCC site causing slow performance of any of the servers. ii) Any fault affecting the availability of service by 5% or less. Minor Problem: i) Any fault causing failure or slowing down of the system. ii) The failure to adhere/complete the preventive maintenance schedule/ activities as per the agreement. Restoration of Problem While reporting the problem, Nepal Water Supply Corporation shall categorize the problem according to the priority levels (Critical Problem, Major Problem and Minor Problem). For the reported Problems, the Bidder shall work continuously to provide a solution within the restoration time mentioned below in Table no. 1. Table-1 Priority Provision of Service Restoration Critical 24 hours/7days Availability. Problem(s) Response 30 minutes. Reporting frequency continuously as needed or every 30 minutes; verbally, SMS, email.

3.4.2.2 3.4.2.3

Restoration Time
Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 136/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________
Clause No.
The Bidder shall state as : Fully Compliant/ Partially Compliant /Non Compliant

Particulars of Nepal Water Supply Corporations Requirements


Major Problem(s) 3 hour Solution for 100% of fault reports. 24 hours/7days Availability. Response 1 hr Reporting frequency continuously as mutually agreed; verbally, SMS, email.

Restoration Time
Minor Problem(s) 12 hours solution for 100% of fault reports. 8 working hours/6 days Availability Response 2 hrs

Restoration Time
7 days

3.5 3.5.1 *

PENALTIES
If the supplier fails to restore the faults, hardware repair/replacement or requests within the time limits, as defined above in Table No.1 (Provision of Service Restoration) for various priority levels, following penalties shall be applicable. Table No. 2

Priority Level

Provision of Service Restoration Counting of Penalty per Hour Delay

3.5.2

Critical US$ 16.00 In step of Hour Major US$ 8.00 In step of Hour Minor US$ 4.00 In step of Hour The penalty shall be deducted at the time of payment of Warranty/Annual Maintenance Service.

End of Section VIII: Chapter 4

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 137/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________

Annex

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 138/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________

Annex I: Supply Record

Model No.

1 2 3 4 5 6 7 8 9 10

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 139/147

Quantity

S.N. Description Product

of

Date of Purchaser Operation 's Name From Till (date) (date)

Purchaser Address, 's Country Name, Tel., Fax, e-mail of the Contact Person

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________

Annex II: User (Client) Certificate


The Client Certificate shall have at least following information:
1) The user certificate shall be in official letter head with i) Name of the company, ii) Address of the Company, iii) Telephone, Fax and Web site 2) The user certificate shall be sealed and signed with i) Name and designation of the signatory, ii) Telephone, Fax and e-mail of the signatory, iii) Signing Date, and iv) Official Seal 3) Supplier and Manufacturer name and address 4) The information about the equipment: i. ii. iii. iv. Equipment/Product Model and Version Equipment/Product Capacity Installation Site (Site Address) Operation Details a. Date of Supply and Delivery b. Quantity Supplied Product Performance (Satisfactory/unsatisfactory)

v.

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 140/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________

Annex-III: Spares List with Unit Price


a. The Bidder shall maintain stock of at least 2 spare units for each and every card and

module of the offered equipment including the third party equipment, with unit price breakdown in following format. If such card/power supply unit etc. are integrated within the equipment itself then Bidder shall quote for 2 units of the whole module. In case of interface cards (E1/STM1, IP) the Bidder shall maintain 5% of the total cards.
Qty Description of Spare SN 1 2 3 Unit Price; FOB port of Loading In Quoted Currency Unit Price; CIP (by air) Kathmandu in Quoted Currency

b) The Bidder shall also maintain following critical spares at Nepal Water Supply Corporations Store for the warranty or Annual Maintenance Service period, whichever is applicable. If such card/power supply unit is integrated within the equipment itself then Bidder shall maintain 2 units of the whole module.
SN 1 2 3 4 5 6 7

Equipment Main Processor Board Control Board IP Interface Board E1 Interface Board Power Supply unit Storage device Agent Desktop

Quantity 2 2 2 2 2 5 50

Unit Price; FOB port of Loading In Quoted Currency

Unit Price; CIP (by air) Kathmandu in Quoted Currency

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 141/147

NWSC Nepal Water-Supply Corporation


_____________________________________________________________________________________________

Annex-IV
The Bid Security, Performance Security and Advance Payment Guarantee must be furnished or counter guaranteed by one of the following banks in Nepal.

(1) Nepal Rastra Bank (2) Himalayan Bank Limited (3) Development Credit Bank (4) Lumbini Bank Ltd. (5) Nepal Industrial and Commercial Bank Limited (6) Citizens Bank International Ltd. (7) Everest Bank Limited (8) Nepal credit and Commerce Bank Ltd. (9) Machhapuchchhre Bank Limited (10) NMB Bank Limited (11) Nepal SBI Bank Limited (12) Standard Chartered Bank Nepal Limited (13) Bank of Asia Limited (14) Sunrise Bank Limited (15) Bank of Kathmandu Limited (16) Global Bank Limited (17) Nabil Bank Limited (18) Prime Commercial Bank Limited (19) Kumari Bank Limited (20) Siddhartha Bank Limited (21) Laxmi Bank Limited (22) Nepal Investment Bank Limited (23) Kist Bank Limited

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 142/147

NWSC Nepal Water-Supply Corporation

Annex- V Summary of the Supplied Equipment to Nepal Water Supply Corporation


Remarks (Please Specify the reason if PAC/FAC/SPC not issued)

SN

Description of the Contract No. Equipment

Status PAC/FAC/SPC Issue Date

1 2 3 4 . . .

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 143/147

NWSC Nepal Water-Supply Corporation

Annex- VI
Key Performance Indicator (KPI) of CCC S.N
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28.

KPI
BHCA ASR of System ASR of IVR Call Latency within SDP-OCS Provision/De-provision command execution time per agent Parallel Bulk Provision/De-provision for 100K subs individual provisioning in busy hour Report Generation Simultaneous Customer session Simultaneous web customer session System Response time to user request IVR services per second Server/storage load Cluster Load balancing Online Charged Data Record(xDR) Online Charged Data Record (xDR) in near real time. Event Data Record(EDR)/ Voice recorded data etc EDR/Voice recorded Data etc in near real time Agent Demographic data Agent history System history, User history, Logs etc Log Data Online Log in near real time Months to retain error data Any type of Tariff Configuration Batch of SMS and Emails at a time Blaster Call at a time (25% of Total agent) Tenanting group maximum

Value
20K Not less than 40% 100% 120 ms 1 sec 1 min 1Sec 1 min 300 100 6 sec 1000 60% 40% 3 Months 6 Months 3 Month 6 Month Always Always 1 Years 6 Month 1 Year 3 Months Max 30 Minute 1000 100 30

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 144/147

NWSC Nepal Water-Supply Corporation

Annex- VII
List of Languages SN 1 2 3 4 5 6 7 8 9
Languages

English
Nepali Maithali Newari Bhojpuri

Abadhi Tamang Gurung Magar

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 145/147

NWSC Nepal Water-Supply Corporation

Annex- VIII
List of Interfaces between CCC and different System Entities of NT
S. No. To 1 CDMA Network MSC HLR SMSC VMS PDSN EVDO WIN (SCP) ABS 2 GSM Network MSC HLR SMSC CRBT MMSC USSD GPRS IN (SCP) Billing WCDMA 3 PSTN Different Exchanges NGN IVR 4 NT Internet Narrowband Broadband Email Server 5 CRTB 6 NOC

Protocol E1 TCP/IP E1/IP E1 TCP/IP TCP/IP TCP/IP TCP/IP SS7 SMPP v3.3&v3.4 SS7

Remarks

FTP

E1/IP TCP/IP E1/IP

SS7/SIGTRAN MML SMPP v3.3&v3.4 SS7 MM7 SS7 SOAP

E1 IP E1

SS7 SIP ISUP/PRI

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 146/147

NWSC Nepal Water-Supply Corporation

Annex- IX
List of APIs between CCC and different System Entities of NT SN 1 2 3 4 5 6 7 8 9
Entities

Billing System(PSTN) Billing System(GSM) Billing System(CDMA) Network operation Center (NOC) Data Center Convergent Real Time Billing System (CRTB) Customer Relationship Management (CRM) MPOS ERP

Tender No. NWSC/04/070-71 for Supply, Delivery, Installation & Commissioning of Customer Billing Software and Ancillary Equipment. Page 147/147