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NON TELCO OPERATIONS OUTSOURCING SCOPE OF WORK

NON TELCO OPERATIONS OURSOURCING

Ver. 1 1(33)

TABLE OF CONTENTS:
1 SERVICE LEVEL AGREEMENT ...................... ERROR! BOOKMARK NOT DEFINED. INTRODUCTION: ....................................................................................... 3 1.1 GENERAL: ............................................................................................ 3 1.2 SCOPE OF WORK: ................................. ERROR! BOOKMARK NOT DEFINED. 1.2.1 CP NODES: ..................................... ERROR! BOOKMARK NOT DEFINED. 1.2.2 GENERATOR: .................................. ERROR! BOOKMARK NOT DEFINED. 1.2.3 FORCE VENTILATION SYSTEM: ...... ERROR! BOOKMARK NOT DEFINED. 1.2.4 AIR CONDITIONING SYSTEM: ........ ERROR! BOOKMARK NOT DEFINED. 1.2.5 SOLAR PANEL CLEANING: .............. ERROR! BOOKMARK NOT DEFINED. 1.2.6 SITE AND ENVIRONMENT: ............. ERROR! BOOKMARK NOT DEFINED. 1.2.7 CABLING: ....................................... ERROR! BOOKMARK NOT DEFINED. 1.2.5 EXTERNAL ALARMS SYSTEM: ......... ERROR! BOOKMARK NOT DEFINED. 1.2.6 SPECIAL TASKS: ............................ ERROR! BOOKMARK NOT DEFINED. 1.3 CORRECTIVE MAINTENANCE: .............................................................. 7 1.5 REPORTS & RECORDS: ........................................................................ 7 2 KPI EVALUATION CRITERIA ...................................................................... 8 2.1 2.2 2.3 2.4 INTRODUCTION: ................................................................................. GENERAL: ............................................................................................ EVALUATION METHOD: ....................................................................... REWARD POINTS: ............................................................................... 8 8 9 9

3 RESOURCE ASSUMPTION ............................ ERROR! BOOKMARK NOT DEFINED. 3.1 INTRODUCTION: ............................................................................... 10 3.2 GENERAL REQUIREMENTS: ................................................................ 10 3.3 QUALIFICATION OF PROFESSIONALS: .............................................. 11 4 KPI EVALUATION METHOD:ERROR! BOOKMARK NOT DEFINED. 5 FORMS

NON TELCO OPERATIONS OURSOURCING

Ver. 1 2(33)

Service Level Agreemnet

Introduction:
CMPak plans to outsource Non Telco part of North region which are approximately 1500 sites.

1.1 General:
The field operations outsourcing refers to maintenance service of non-telecommunication equipment housed site. The outsourcing service aims at further improving the network quality, optimizing the structure of the maintenance team and the maintenance cost, improving the work efficiency, to ensure secure, stable and efficient network operations. The outsource service provider company (referred to as Vendor here onward) shall bring their own maintenance staff into full play and sustain their own expertise and skills while managing the network operations properly. The vendor shall exercise strict, standardized and elaborate management of service offered and will manage operations team, analyze and control the effect of the offered service effectively by electronic and automated means, improve the efficiency of the offered service continuously, and ensure the quality of the offered service.

1.2 Scope of Work:


The vendor will be mainly responsible for preventive, corrective & planned maintenance of non-telco equipment. Besides this air-conditioning, civil work, and spare part management will also be the part of service offered. A listing of these items is presented below, a. Preventive Maintenance month The preventive maintenance cycle shall be minimum one month. However in certain cases and on critical hub sites preventive maintenance may be required more than once in a month. PM of below need to be done: i. ii. iii. iv. v. vi. vii. viii. ix. Transformer Main Distribution Box ATS Panel Generator Fuel Tank (including piping) AC Distribution Box Fuse Panels Line Conditioners Force Ventilation System

NON TELCO OPERATIONS OURSOURCING

Ver. 1 3(33)

x. xi. xii. xiii. xiv. xv.

Air Condition Solar Panels EASS Alarms Meter/WAPDA issues Testing of grounding. Exhaust system installation /repairing like exhaust fan supply/installation /repairing or extension of silencer pipe if required

b. planned maintenance (as desired by CMPak/vendor using work orders) c. Corrective maintenance (as and when required based on trouble tickets or where TTs are not generated based on CMPAK request).spare part management d. Transportation (Consumables/faulty equipment/DG etc) e. Electricity bill collection (by Vendor) , processing(by CMPak) and payment (By Bank on behalf of CMPak where applicable) and stamping on paid bill from the relevant Bank (by Vendor) The vendor shall perform periodical inspection, cleaning and maintenance of all items listed above, the generic scope of work is described as below

The PM services will comprise of below mentioned maintenance node 1.2.1 CP Nodes: Transformer: (repair & Installation) - D-links (repair & Installation) - Unit set (repair & Installation) - D units (repair & Installation) - Transformer & Its grounding. (repair & Installation) CP meter: (repair & Installation) - Checking of phase to phase voltages. - Checking of phase to neutral voltages - Neutral and phase wire tightening. - CP meter reading. - Reconciliation of high billing sites monthly - Timely submission of electrical bills & Stamped from Bank - Power theft removal & reporting - Insure include sites in Auto billing timely where applicable Mains DB: (repair & Installation) - Checking of phase to phase voltages. - Checking of phase to neutral voltages - Neutral and phase wires tightening. - Cleaning - Grounding ACDB: (repair & Installation) - Checking of phase to phase voltages. - Checking of phase to neutral voltages - Neutral and phase wires tightening. - Cleaning of ACDB - Checking of surge arresters. - Grounding checking

NON TELCO OPERATIONS OURSOURCING

Ver. 1 4(33)

Line conditioner: (repair & Installation) - Input and output voltages checking - Surge arrester checking - Grounding checking - Cleaning of LC panel. 1.2.2 Generator: DG status: - Checking DG cabinet condition - Checking of fuses, switches and cable condition - Checking of DG start on Auto/manual mode - Checking radiator condition - Checking belt state - Checking battery state - Checking of starter, diesel knock, water leaks, lube oil leaks, fuel leaks, smoke and vibration. - Checking alternator - Checking all gauges and safeties. - Checking all filter and fluid levels. - Checking AVR, battery chargers, phase failure relay and selector switch - Cleaning of generator. - IC in working condition - Checking and verification of alarms related to DG/Non Telco - DG calibration ATS: DG fuel -

Input and output voltages checking. Checking of all contactors. Groundings checking. All DG alarms and relays checking and verification. Cleaning of ATS panel. Commercial power failure alarm, its relay checking and rectification. Tank: Cleaning of fuel tank Checking fuel value Checking fuel leakage Checking fuel gauge and sensor

1.2.3 FVS (indoor sites): - Filter cleaning of inlet and outlet of force ventilation system has done properly. - FVS control panel checking - EAS functionality is proper. - Checking of all contactors. 1.2.4 Air conditions PM (indoor sites): - Thermostat checking and reading - Automatic switch control system checking with FVS if available - IDU and ODU cleaning - Checking of cooling pipe isolation and routing. - Authenticates the required voltages of AC to aircon unit - Observe the pressure of each compressor and refill it found not satisfactory - Cleaning of air filters - Inspection of magnetic contactor and capacitor - Observe Auto restart On/Off Switch and ensure auto restarting of Unit - Inspection of any leakage and breakage of all units. - Checking of PCB electronic KIT

NON TELCO OPERATIONS OURSOURCING

Ver. 1 5(33)

Checking of remote control and its batteries. Over all health check of proper functionality. Replacement parts should have 12 months warranty.

1.2.5 Solar Panel Cleaning: Checking of solar plates. Cleaning of solar panel/plates.

1.2.6 Site Environment: - The environment will include all maintenance belonging to outdoor site premises. - Cleaning of site premises, cleaning of nests from tower, removal of grass and other garbage. - Checking of all out door groundings connecting for safety of shelter room, out door equipment. - Any repairing of leakages (shelter/concrete room) & door , main gate, fence ,barbered wire repairing - Security locks checking. - Checking of fire extinguishers. - Greasing of all grounding and grounding bus bars. - Tower Torque Adjustment - Water Leakage (Shelter/Room) - Lighting (room/site/tower) 1.2.7 Cabling & Others WAPDA HT lines and Poles installation where requested All type of Power Cables installation & repairing Electrical Wires Surge Arrestor Grounding Cable Bus bar/grounding pits External alarm system related to non Telco

1.2.8 External Alarms: - Vendor will insure operation of below external Alarms and other alarms related to non teleco part if introduce in network later any time Main's Failure DG in Operation DG Fail to Start DG Low Fuel Hi Temperature Smoke DC low voltage 1.2.9 Special Task: The service provider may be approached for planed maintenance activity which is not in regular preventive maintenance scope. That may include job - DG overhauling - DG relocations - Mobile DG movements - Battery bank shifting - BTS & DG PAD and shelter construction & repairing - Other off routine maintenance activities - Shelters, Room Paint/Maintenance

NON TELCO OPERATIONS OURSOURCING

Ver. 1 6(33)

Special tasks may added which is not in above list.

1.3 Corrective Maintenance:


The goal of the corrective Maintenance is to identify, evaluate, fix and report any fault(s) that may appear on CMPak sites as per industry standards in minimum time. CMPak will evaluate the performance of the vendor based on mean time to restore (MTTR) value calculated for that site on per event basis and averaged on monthly basis by CMPak; details of such calculations is presented in Chapter 7. The vendor shall try to restore any fault before the targeted value of restoration time assigned as priority of the site as mentioned in Chapter 2. General: The vendor shall collaborate with CMPak to perform simple fault handling for the equipment mentioned in scope of work earlier in this document. The vendor shall keep on duty throughout 24 hours, 7 days a week, and shall arrive at the fault site to support the fault handling immediately after receiving a trouble ticket. The vendor shall identify and resolve fault under his assigned scope, during such work he will keep CMPak field operations/omc staff updated, at completion the vendor will present a comprehensive root cause analysis along with steps taken to solve the fault (for future references). Since spare management is in scope of the vendor therefore collection from CMPak warehouse, transportation to fault location, use and return (if not used/faulty part) to CMPak designated warehouse shall be under responsibility of the vendor. All related costs shall be borne by the vendor. Vendor shall keep a record of used spares, this information should be sufficient to calculate mean time before failure (MTBF) for any part. Spares shall be provided by CMPak, housed by the vendor for nontelco equipment. Trouble ticket will be issued by CMPak OMC for any fault on site, upon receiving, the vendor shall use its resources to resolve the trouble and close trouble ticket. Time in both cases shall be noted by CMPak and this time will be considered final for calculation of MTTR or any other KPI as desired by CMPak. During the course of failure the vendor will keep CMPak updated on steps taken to resolve the failure condition.

1.4 Reports & Records:


The vendor shall provide comprehensive reports for the scope of work assigned, these include but not limited to,

Inspection records: Complete the relevant records in time upon completion of inspecting each site. Site logs, fuel logs etc Monthly Management reports Weekly outage reports Any other report desired necessary by CMPak

NON TELCO OPERATIONS OURSOURCING

Ver. 1 7(33)

KPI EVALUATION CRITERIA

2.1 Introduction:
CMPak will evaluate each vendor for the scope of work assigned, such evaluation will take place on monthly basis, omc department will be responsible for calculating the KPIs, CMPak field operations department will be responsible for site audits and verification of work done by the vendor.

2.2 General:
The vendor shall implement the maintenance work according to the maintenance procedure and quality standards specified by CMPak. The vendor shall handle the trouble tickets/work orders issued by the division in time and make responses. Separate appraisal shall mentioned in Scope of vendor. KPI Greater than 95.00 Payment 100% Payment be conducted for items work assigned to the

60.00 to 95.00 KPI = Payment %age The appraisal results Less than 60 serve as a basis for 0 settling the vendor maintenance expenses. Following table will be used to calculate the payments. Total points for the evaluation of KPI are 100.

NON TELCO OPERATIONS OURSOURCING

Ver. 1 8(33)

2.3 Evaluation method:


The vendor will be evaluated using point score system, the system comprises of three parts namely, preventive maintenance, corrective maintenance and general management. Details are as below, Evaluation Item Preventive maintenance External Alarm System Corrective Maintenance Weight Period Evaluation criteria Score based. details as presented in Chapter 3 Score based, details as presented in Chap 3 Score based, details as presented in Chap 3 Reporting marks will based on 696 report, total PM record (09), Reporting shall also includes the number of meeting conducted and action plan on the emails + customer requirements. (03) General Management 15 The vehicles, human and other resources that are required are available/reliable, quality of parts used is up to the agreed standard (3) Evaluation method

25 20 40

Monthly Monthly Monthly

Random inspection by CMPak team

As per details in Chapter 3 As per details in Chapter 3

For every problem, deduct 0.5 point. Scheduled tasks are managed in the form of work orders. Work order completion percentage will be used for scoring. Resources will be inspected quarterly by CMPak staff, vendor will provide list of resources deployed. Deduction will be made if committed resources are not available. Poor quality parts if found will be strictly penalized

Monthly

2.4 Reward Points:


Rewards shall be given to the vendor which achieves excellent results in the examination organized by CMPak (1~3 points); and deduction shall be made to those with poor results (1~3 points).

NON TELCO OPERATIONS OURSOURCING

Ver. 1 9(33)

Resource Assumption

3.1 Introduction:
Resources required to meet MTTR & KPI for the scope of work shall be arranged by the vendor at its own cost, these resources include skilled human resource, vehicles, offices, tools and consumables. Resource calculations shall be shared with CMPak.

3.2 General Requirements:


These requirements shall be taken as a guideline, assumptions are taken on lower side, and however the vendor can plan resources such that it meets minimum assumptions and are sufficient to meet the KPIs. Human Resource o For corrective/schedule maintenance 20 sites/Technician o For preventive maintenance 3 site/day with a team composition of at-least 5 members (technicians), each site is to visited once/month o Staff required to manage these skilled resources is separate and shall be calculated on 10 working staff/supervisor basis Vehicles o For corrective maintenance 1 vehicle/cluster o For preventive maintenance 1 vehicle/team o Composition of vehicle shall be according to terrain/sensitivity of transportation of spare units Tools o Tool kits shall be determined by the nature of tool and its use, preferably 1 technician kit for 1 respective staff o Test and measurement instruments shall be according to 1 set/20 sites o Any other tool required shall be available in sufficient quantity to meet scope of work. Offices o Offices are of two types, one where regional level activity feedback is collected and reported to CMPak, send are those where remote teams will be placed for corrective/preventive maintenance. o Remote offices shall be in accordance with KPI of MTTR, traveling time is inclusive of total time required to restore a site. o All offices will be equipped with telephone, internet, and email facility

NON TELCO OPERATIONS OURSOURCING

Ver. 1 10(33)

A call centre to handle trouble tickets, work orders shall be established by the vendor, dedicated fixed lines shall be made available for receiving complaints/work orders/trouble tickets from CMPak OMC.

3.3 Qualification of Professionals:


The staff of vendor engaged in the following professions is subject to a certification examination organized uniformly by CMPak. General guideline for the same is presented below, Power/Cooling Equipment: The vendors staff shall be trained (by the vendor) for the corresponding equipment operation & maintenance and instrument operation. The examination contents might include the operation & maintenance of the power supply equipment, UPS and batteries etc. The air conditioner maintainer shall hold the refrigerator maintenance certificate.

NON TELCO OPERATIONS OURSOURCING

Ver. 1 11(33)

KPI EVALUATION Method:

Preventive Maintenance: Following table summarize the breakup of points set for each category, Preventive Maintenance Type Total Weight Power 60 Civil 40 Total (PM) 100 PM Weight 25 Received points Points Received score weight x points

Tasks in the check lists will be reviewed with passage of time/ as per on ground requirements and any change in task, frequency and its points will be communicated to the vendor, check lists/forms will be updated accordingly. a. Contractor will fill a site handover form & submit back CMPak FOPs team on first Preventive Maintenance of any site as per site handover form as attached in Annex-I b. Preventive maintenance will be conducted on all sites as per sites Handover to contractor by Regional Manager/SSL c. DG Preventive maintenance will be conducted after 250 hours of operation or 6 months whichever is earlier. Contractor will be responsible for tracking the hours of operation. d. Preventive maintenance form (presented in Annex B) will be filled by the contractor, one copy of the form will be left on site, one copy will be sent to CMPak field operations department in region and one copy for his own record and other then this PM will be also recorded on ZONG hotline (696) e. Preventive maintenance will be done as per specified procedures of manufacturer of the generator. It will be responsibility of the contractor to keep the generator in optimal running condition. f. During preventive maintenance engine oil, lubricant filter and diesel filter will be changed, if required, otherwise cleaning and health check of DG and ATS will be conducted. Radiator coolant will only be changed if required. g. Air filter will only be changed at 500 hours of operation or 6 months whichever is earlier. Contractor will be responsible for tracking the hours of operation. h. During PM, operation of T/F, Meter, LC, FVS, Air Cons, ATS, DB and solar system would be done.

NON TELCO OPERATIONS OURSOURCING

Ver. 1 12(33)

i. During PM, cleaning of solar panels and sites premises. j. Every time whenever vendor will visit site for PM/CM they shall inform at Zong Hotline- (696). Calculation Method: Vendor will perform PM work according to check lists; Form A will be dully filled and will be placed on site. Site access log will also be necessarily filled. CMPak FOPs team will select 10 to 40% or more of total (randomly) sites for inspection of preventive maintenance work, Form A and Site log will be checked against actual worked performed and PM schedule roaster sent by the vendor and insure site PM will be perform with and in presence of cluster owner if required by CMPAK If both these documents were not filled and not recorded PM on ZONG Operations Hotline 696 no marks shall be awarded for preventive maintenance. Form A will be sent to FOPs after work is done. CMPak FOPs staff will visit the site for quality inspection, he will use Form B to mark KPIs for the site against Form A (received from the vendor), and actual work performed. Form B will be sent to NMC for KPI calculations. In addition to FOPs inspections/audits, QoS will also conduct audit of 1% of total sites every month, QoS can revisit the site once visited last month. As CMPak is providing the consumables to vendor, therefore there will be a stick check on the consumables consumption. All used consumables must be returned to CMPak warehouse; New requirements of the consumables will not be entertain until and unless CMPak shall not receive the consumption report of already provided Consumables. All the consumables installed at site must be registered at 696, Any missing entry will be considered consumable not change. Not only consumables will be verified but also all kind of parts claimed in invoices will be verified from 696 and concern cluster owner. If any claimed item in invoice shall not be recorded on 696, that will not be paid. All the PMs must be registered on 696, Site not matched with 696 will be considered as PM not done. For PM KPIs there will be certain calculation criteria, mentioned below i): if PM score is less than 60%, 5 marks will be deducted from whole KPIs ii): if PM score is less than 67%, 3 marks will be deducted from whole KPIs iii): if PM score is less than 72%, 2 marks will be deducted from whole KPIs iv): if PM score is between 72.00 81.99%, neither marks will be deducted nor marks will be awarded v): if PM score is between 82.00 86.99%, 1 award mark will be awarded vi): if PM score is between 87.00 92.00%, 2 award mark will be awarded vii): if PM score is greater than 92%, 3 award marks will be awarded in the PM KPIs

Corrective Maintenance:
External Alarms Calculation: Following table is a brief how External alarms KPIs will be calculated according to its weight and its KPI
Closed Within SLA Closed within timelines

Cas e

Issued Total TTs

Cancelled Discarded by FOPs

Effective Issued Cancelled

Open status from Inspure

Queue Status from Inspure

Closed Out of SLA Closed but out of SLA time

Closure Percentage Closed within time/Effectiv e

KP I

Achieve d KPI

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Ver. 1 13(33)

Total TTs Total TTs 0

Discarded by FOPs Discarded by FOPs

Issued Cancelled Issued Cancelled 0

status from Inspure status from Inspure 0

Status from Inspure Status from Inspure 0

Closed within timelines Closed within timelines 0

Closed but out of SLA time Closed but out of SLA time 0

C Tot al

Closed within time/Effectiv e Closed within time/Effectiv e Sum (C+B+A)

20

External Alarm Service Level Agreement has already been defined; TTs for all the cases will be escalated to vendor as mentioned below while vendor has to resolve it within the mentioned time to achieve a KPI, while otherwise the EAT KPI will be zero. All the discarded TTs will be as per the permission of FOPs teams

EAT Case A B E F G H I

EAT Type Mains Failure + DG in Operation + DG Low Fuel Mains Failure + DG Fail to Start (For P1 sites) DG Fail to Start (Prime Site) DG in Operation (More than 6 hours) Mobile DG Movement High Temperature/Smoke Alarm DC Low Voltage

Closure Time 1.5 Hours 1.5 Hours 1.5 Hours 05 Hours 05 Hours 01 Hours 1.0 Hours

Note: EAT cases can be changeable time to time depends on the requirement of the network, closure timing and EAT type will be amended depend on the EAT cases. More over KPI will be amended as per the requirement. If fueling is not a vendor responsibility than low fuel TT will not be charge to vendor, while it will be a vendor prime responsibility to have a proper follow up with fueling vendor for in time refueling and to ensure there is no prolong outage due to refueling issue. Regarding Mobile DG, for any problem in the DG attributed to CMPak, CMPak will provide the mobile DG to a vendor and vendor will claim the transportation charges, where Mobile DG is not available with CMPak, vendor will arrange the mobile DG and will claim the amount from CMPak according to the unit price list (UPL). If the mobile DG used at site more than suggested time (CMPak) according to the issue (attributed to Vendor), Vendor will be responsible to bear all extra days charges, in case of delay in resolution of the problem, vendor will bear extra mobile DG charges. Transformer Calculations: Following table is a brief how Transfarmer repair KPIs will be calculated according to its weight and its KPI
Closed Within SLA Closed within timelines Closed within timelines

Case

Issued Total TTs Total TTs

Cancelled Discarded by FOPs Discarded by FOPs

Effective Issued Cancelled Issued Cancelled

Open status from Inspure status from Inspure

Queue Status from Inspure Status from Inspure

Closed Out of SLA Closed but out of SLA time Closed but out of SLA time

Closure Percentage Closed within time/Effectiv e Closed within time/Effectiv e

KPI

Achieved KPI

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Ver. 1 14(33)

C Tot al

Total TTs 0

Discarded by FOPs

Issued Cancelled 0

status from Inspure 0

Status from Inspure 0

Closed within timelines 0

Closed but out of SLA time 0

Closed within time/Effectiv e Sum (C+B+A)

15

Transformer Alarm Service Level Agreement has already been defined; TTs for all the cases will be escalated to vendor as mentioned below while vendor has to resolve it within the mentioned time to achieve a KPI, while otherwise the KPI will be zero. All the discarded TTs will be as per the permission of FOPs teams Cases A B C D E Transformer Repair Replacement of D-Fitting Transformer Replacement with re-conditioned T/F New Transformer Installation including issuance of DN D-Link repair and installation Erection of PC/Structure 11KVA damage pole including PCC foundation (Limited upto 2 Pole) Issue Type Closure Time 4 days 5 days 5 days 15 days 1 Day 7 days

Note: T/F cases can be changeable time to time depends on the requirement of the network, closure timing and EAT type will be amended depend on the T/F cases. More over KPI will be amended as per the requirement. CP Meter Calculations: Following table is a brief how CP meter repair/installation KPIs will be calculated according to its weight and its KPI

Cas e

Issued Total TTs Total TTs Total TTs 0

Cancelled Discarded by FOPs Discarded by FOPs Discarded by FOPs

Effective Issued Cancelled Issued Cancelled Issued Cancelled 0

Open status from Inspure status from Inspure status from Inspure 0

Queue Status from Inspure Status from Inspure Status from Inspure 0

Closed Within SLA Closed within timelines Closed within timelines Closed within timelines 0

Closed Out of SLA Closed but out of SLA time Closed but out of SLA time Closed but out of SLA time 0

C Tot al

Closure Percentage Closed within time/Effectiv e Closed within time/Effectiv e Closed within time/Effectiv e Sum (C+B+A)

KP I

Achieve d KPI

15

CP Meter Alarm Service Level Agreement has already been defined; TTs for all the cases will be escalated to vendor as mentioned below while vendor has to resolve it within the mentioned time to achieve a KPI, while otherwise the KPI will be zero. All the discarded TTs will be as per the permission of FOPs teams Cases A B C Issue Type Meter Replacement including DN TOU Meter Replacement including DN MDI Meter Replacement including DN (More than 19KV load) Closure Time 3 Days 4 Days 7 days

NON TELCO OPERATIONS OURSOURCING

Ver. 1 15(33)

Line Conditioners Calculations: Following table is a brief how LC repair KPIs will be calculated according to its weight and its KPI

Cas e

Issued Total TTs Total TTs Total TTs 0

Cancelled Discarded by FOPs Discarded by FOPs Discarded by FOPs

Effective Issued Cancelled Issued Cancelled Issued Cancelled 0

Open status from Inspure status from Inspure status from Inspure 0

Queue Status from Inspure Status from Inspure Status from Inspure 0

Closed Within SLA Closed within timelines Closed within timelines Closed within timelines 0

Closed Out of SLA Closed but out of SLA time Closed but out of SLA time Closed but out of SLA time 0

C Tot al

Closure Percentage Closed within time/Effectiv e Closed within time/Effectiv e Closed within time/Effectiv e Sum (C+B+A)

KP I

Achieve d KPI

10

LC Alarm Service Level Agreement has already been defined; TTs for all the cases will be escalated to vendor as mentioned below while vendor has to resolve it within the mentioned time to achieve a KPI, while otherwise the KPI will be zero. All the discarded TTs will be as per the permission of FOPs teams Cases A B LC minor Fault LC Coil faulty Issue Type Closure Time 1 day 7 days

General Management: General Management Type Resources Reporting (696) Reporting (Meetings) Total Marks Awarded 3 9 3 15

Reporting marks will be calculated from 696 extracted reports Reporting marks are reduced from 10 to 5. All the PMs performed must be registered on 696 from the same site against which PM registered. CDR verification of onsite pm/cm/part replacement/special services will be done, if found any ambiguity/mismatch vendor will be penalized, all the activities will be cancelled and no payment will be released against those activities. Invoices will be deducted as follows Total Audited = X Total Matched = Y Total Not Matched = Z Deduction = Z/X (%age)

NON TELCO OPERATIONS OURSOURCING

Ver. 1 16(33)

Maximum time to claim parts invoices is 45 days after service months. 5 % payment per month will be deducted on delayed invoices after 45 days Maximum 50% deduction if claimed after 3 months. Invoice will be claimed/done on the basis of PRT.

Moreover the 696 award/deduction will be as follows. 696 Reporting Procedure Award Deduction Actual KPI Marks 0 9 0 0 0 0 0 0 0 0 0 1 0 8 7 6 5 4 3 2 1 0 0 1 2 3 4 5 6 7 8 10 (Including 1 Award mark) 0

Achieved Score 90% site Reported on 696 90.01% To 91.99% 92.00% To 92.99% 93.00% To 93.99% 94.00% To 94.99% 95.00% To 95.99% 96.00% To 96.99% 97.00% To 97.99% 98.00% To 98.99% 99% To 100% If 10% sites Reported Wrongly

Meetings KPIs (03): Vendor is responsible for conducting following meetings i. Weekly FOPs issues {Discussing weekly FOPs issues and reservations} ii. Discarded TTs (Exemptions} meeting weekly iii. Weekly PRT progress. iv. Monthly KPIs meeting + Issues review {includes discussing PM Snags in the last meeting} v. Special Tasks/Work Orders Vendor shall share all the minutes of the meeting with regional and HQ team. Meeting marks shall base on the minutes of the meeting received. Resource marks will be awarded according to current resource of the vendor. 1. Parts: a. All parts will be purchased by the contractor on agreed price mentioned in Annex J (UPL will be finalize later) b. CMPak will not be responsible for any cost related to parts except the prices mentioned in UPL c. No part payment can be claimed if the part is not listed in UPL d. Quality of parts used will not be substandard e. Dually verified from FOPs manager, Delivery Note (Annex-E) will be submitted along with Invoice for payment claims relating to parts. 2. Special Services: a. All special services carried out on generators under this contract will require prior approval from CMPak FOPs before execution and on the basis. Written approval document to be submitted at the time of Invoice.

NON TELCO OPERATIONS OURSOURCING

Ver. 1 17(33)

b. Dually verified from FOPs manager, Special Service completion certificate (Annex-F) will be submitted along with Invoice for payment claims related to special services. 3. Special Services Warranty: a. All special services mentioned in UPL will be under warranty period of 12 months or 2000 running hours whichever is earlier. No payment will be made for rectification of the fault under warranty period. 4. Issue of DG Overhauling Its the responsibility of vendor to take proper care of every DG installed on site and if any DG completes 10,000 Hrs of operations then overhauling of that particular DG will be the responsibility of CMPak if approved by CMPAk. Any DG which has not completed 10,000 operational hours & requires overhauling then CMPAK takes the responsibility of overhauling of only 3 DG sets out of all contractual Gensets. But if more than three premature overhauling are reported out of all contractual Gensets, this indicates the inadequacy of maintenance by vendor then it will be the responsibility of Vendor to overhaul all that particular Gensets at its own cost in minimum possible time.

5. Issue of Fuel Consumption by DG: It is the responsibility of Vendor to ensure smooth operations of all contractual Diesel Generators. If any DG is consuming more fuel than the average given below that depicts the inefficiency of services provided by the vendor. In order to verify fuel consumption CMPak officials will conduct fuel average test in presence of vendor & tested fuel consumption will be matched with standard averages as given in below mentioned table. After matching with standard averages if the average fuel consumption of the Gen Sets is more than 10% of the average then CMPak will charge Rs 20,000 to Vendor on per test failure basis.

6. Average Fuel Consumption Table KVA 5 10 15 20 25 30 35 40 45 50 Ltr/Hr 0.5 1 2 3 4 4 5 6 7 8 KVA 55 60 65 70 75 80 85 90 95 100 Ltr/Hr 8 9 10 11 12 12 13 14 15 16 KVA 125 150 200 250 300 350 400 450 500 550 Ltr/Hr 15 18 24 28 34 40 46 51 57 63 KVA 600 650 700 750 800 850 900 950 1000 1050 Ltr/Hr 69 74 80 86 92 97 103 109 115 120

NON TELCO OPERATIONS OURSOURCING

Ver. 1 18(33)

General Conditions: CMPak will impose penalty on following grounds, Case Functionality of equipment not correct for 2 consecutive PM cycles Involvement of Vendor or its subcontractor in theft Non presence of essential tools & measurement equipment External alarm looped Movement of faulty equipment/Consumables back to warehouse Poor workmanship/skill e-g battery wrongly terminated Condition AC/DG/T/F/Meter/LC Proven through investigation Random inspection Count of looped alarms > 5% of audited site Assets Stolen Damaged caused to CMPak Assets Penalty 20,000 per incident Recovery of actual loss + 10% of loss value PM KPI 5 5% of PM KPI will be deducted Recovery of loss of CMPak Recovery of loss of CMPak actual actual Exception Delay at end CMPak

NON TELCO OPERATIONS OURSOURCING

Ver. 1 19(33)

FORMS:

NON TELCO OPERATIONS OURSOURCING

Ver. 1 20(33)

Annex-B: Preventive Maintenance Form


Site Name: Vendor Allias Genset Genset Log Book Transfarmer Status CP Mater Status LC Status Site Cleaning Status

MONTHLY PM REPORT Site Code: Region Prioriy

Date: Time in: Time Out :

Engine type Alternator type Engine S/No Alternator S/No Rated KVA ATS Make Voltage readings Frequency Generator Counter Oil Pressure Counter Genset & control panel Sound Proof Canopy Cabinet Condition Circuit Breakers Fuses Cables condition Cables arrangement Contactors Radiator condition Oil level Oil leakage Water Level Water Condition Water Leakage Fuel leakage Smoke leakage Battery Water Battery Cables Terminals Hz Hrs Bar OK

NOK

NA

NON TELCO OPERATIONS OURSOURCING

Ver. 1 21(33)

Air Filter Condition Vibration Oil sensor Water temp. sensor Cleaning Battery status & covers Apply grease on battery poles Starter Status Charger status Dynamo carbon brushes status Belts status Exhaust Status & Leakage Abnormal noise DC Alternator Control Panel on Auto mode Cables & ducts inside control Panel Genset ATS Cables & ducts inside control Panel Auto Mains and Genset Tighten all connections & check all elements Check indication lamps OK NOK NA

Air Cons Status Cooling function AC#1 Cooling function AC#2 Cleaning status of IDU and ODU of AC#1 Cleaning status of IDU and ODU of AC#2 Cleaning of Air Filters Gas pressure in AC compressor Auto start functionality of all Acs Availability of Air Cons Remote Proper insulation and routing of Frosting pipe between IDU and ODU Availability of Air Cons Remote

OK

NOK

NA

External Alarms Status Mains Failure DG Operation DG Fail to Start High Temperature Smoke DG Low Fuel

OK

NOK

NA

NON TELCO OPERATIONS OURSOURCING

DC Low voltage

Ver. 1 22(33)

AC Maintenance Report
Site Name: No. of Unit: Date: Make: Time: (From) Site 10: Model No. To Approved by: Signature: Location Capacity:
'

--'--'

Visited by: Signature:

ITEM TO BE CHECKED
Fereon Gas Pressure Cooling Temperature (18-20 C) at BTS/MSC/BSC Gas Leakage, if any Drain System Cleaning of Pipes/Cleaning of IDU/ODU Thermostat Operation IN I Out Doors Screw and Bolts Blower Bushes I Bearings Condensing Coil Magnetic Contractor and Capacitor Running Load/Starting Load - Depending on the Capacity of Units Auto Restart on I off ln and Out Door Motor Wiring Condition & Power to AC's from Different Phases Remote Battery Fan Blades Status of Both Units PCB Electronic Kit Thermostat Wire Air Filter

OK/NOTOK

REMARKS

Reading(

Reading (

)(

NON TELCO OPERATIONS OURSOURCING

Ver. 1 23(33)

Automatic Change Over Switch Compressor Vibration

ANNEXURE-C

Date of commencement of contract Date of expiry contract a) The contractor will be paid cumulative Service Charges for preventive and corrective maintenance on monthly basis at rupees per site per month at the end of each month on pro rata basis as per site monthly handover list provided by the Regional Manager. Payment shall not be made against those sites where no PM/CM visits done by Vendor in any particular month. b) The Monthly Payment after all applicable deductions on account of applicable taxes and penalties if any in accordance with this contract shall be paid to the Contractor in arrear against invoices within 30 days upon submission of verified invoices to CMPaks payable section in Islamabad. c) Following documents are mandatory for payment of Service Charges i. ii. iii. iv. v. Monthly PM visit summary (Annex-D) duly verified from concerned CMPak Officials. Service Completion Certificate (Annex-G) duly verified from Concerned CMPak officials Commercial Invoice PM/CM Penalty Summary duly verfied from Concerned Regional Manager Copy of PO

d) Following documents are mandatory for payment of Supply of Spares/Parts & Special Services i. ii. iii. iv. v. In case of Delivery of items Monthly Supply Summary (Annex-H) duly verfied from concerned CMPak officials In case of Special Services Monthly Special Services Summary (Annex-I) duly verfied from concerned CMPak officials Copy of Signed UPL(Annex-L) Comercial Invoice Copy of PO

d) Payment will be made in Pak Rupees

NON TELCO OPERATIONS OURSOURCING

Ver. 1 24(33)

ANNEXURE-D

Date of commencement of contract. Date of expiry contract.

Sr. No

Site ID

Alias

No of DG's

DG Make

DG Rating(KVA)

Site Handover Date

Visit Date

Previous Fuel Meter Reading

Current Fuel Meter Reading

At the end of every month FOPS Manager will provide updated hand over list to all stake holders in above mentioned format.

NON TELCO OPERATIONS OURSOURCING

Ver. 1 25(33)

Annex-E: Delivery Note

Delivery Note
Site ID Cluster Owner Name Date

S.No Item Description

Qty

__________________ Vendor Sign:

_____________________ Cluster Owner Sign:

___________________

____________________

Regional FOPS Manager

Regional CTO

NON TELCO OPERATIONS OURSOURCING

Ver. 1 26(33)

Annex-F Special Service Completion Certificate

Special Services Completion Certificate


Site ID Cluster Owner Name Date

S.No

Item Description

Qty

___________________

_____________________

Vendor Sign:

Cluster Owner Sign:

___________________

_____________________

Regional FOPS Manager

Regional CTO

NON TELCO OPERATIONS OURSOURCING

Ver. 1 27(33)

Annex-H (Supply Summary/Special Services Summary)


MONTHLY SUPPLY SUMMARY Sr No UPL Ref. No Delivery Note Ref. No Item Description Item Code Brand Delivery Date Site ID UOM Qty Price without GST GST Total Price

TOTAL

POWER SPECIALIST

REGIONAL FOPS MANAGER

REGIONAL CTO

NON TELCO OPERATIONS OURSOURCING

Ver. 1 28(33)

Annex-I (Site Handover Form)


Client Name:Site Code:Site Name:Address:Engine Serial Number Genset Manufac turer En gin e Ma ke Engine Capaci ty Altern ator Make Altern ator Sr:No Hand Over Date:Nearest Land Mark:Previous Hour Meter Reading Current Hour Meter Reading Total Running Hours Genset Conditi on Wa pda Sta tus Genset Auto Status

Wapda Status Transformer Wapda Links Main Cb Breaker Wapda Voltage Status Other Issues ATS Panel Genset Magnetic Contractor Wapda Magnetic Contractor Phase Failure Relay Selector Switch Power Breakers External Charger 12V DC Panel Meter Wiring Condition Genset Penal Module AVR Emergency Switch Voltage Meter HZ Meter Ampere meter Water Tempracher Gage Oil Pressure Gage Battery Voltage Gage Overhauling Due, Yes If yes, please explain.

Genset Status Radiator Condition Fan Guard Shield Engine Fan Genset Sound Genset Vibration Engine Smoke Color Oil Condition Oil Level Tempracher Safety Oil Pressure Safety Fuel Pump Nozzles' Yes Calibration Req Self Starter Motor Water Pump Fuel Shut Off Solenoid Dynamo Condition Air Filter Condition Electric Lifty Pump(Mets) Battery Condition

PM Detail Date Mtr Readin g

Remarks

Missing Pm Date Remarks No

Missing Parts & Other Issues Canopy, Fuel Tank & Pad Condition Canopy Doors Door Locks Door Glass Fuel Tank Condition Genset Pad Condition Vendor Name:Signature:-

Qty

No

Guard Info:-

ZONG Name:Signature:-

NON TELCO OPERATIONS OURSOURCING

Ver. 1 29(33)

PENALTIES CMPak will conduct Preventive Maintenance Audit on monthly basis & if found any malfunctioning in PM, then penalties will be imposed on Contractor as per rates mentioned below. Penalty on whole network shall not exceed Rs 1 50,000 per month
PM AUDIT REPORT T
Site Name: Vendor: Allias: ActivitY GenselLog Book Enaine tvoe Alternator tvoe Enaine SINo AlternatorS/No Rated KVA ATS Make Oil level Oil leakage Water Level in Radiator Water Condition Water Leakaae Fuel leakaae Smoke leakage Battery Water Battery Cables Terminals Air Filter Condition Vibration Oilsensor Water temp. sensor Cleaning Battery status & covers Ap()ly grease on battery poles Starter Status Charger status Dynamo carbon brushes status Belts status Exhaust Status & Leakage Abnormalnoise DC Alternator Control Panel on Auto mode Cables & ducts inside control Panel Auto Mains and Gensel Tighten all connections & check all elements Check indication lamps Transformer Condition Transformer Links CP Meter Status CP meter fixation LC status site cleaning Solar panel cleaning Site Code: Region: Priorly: Audit Check Available and Filled on Visit As per PM Check List/Not As per PM Check List/Not As per PM Check List/Not As per PM Check List/Not As per PM Check List/Not As per PM Check List/Not Ok /NOK Ok/NOK Ok/ NOK Ok / NOK Radiator Condition Fuel Pump Check Exhaust pipe condition Ok/NOK Greasing Cleaning Air Filter Condition OKINOK Ok/NOK Ok/NOK Ok/NOK Done? Ok/NOK Greecing Done Ok/NOK Ok/NOK Ok / NOK Ok/NOK Ok/NOK Ok/NOK Ok/NOK Condition Ok/NOK Selector Switch Ok/NOK Working ok/ NOK Ok/NOK Ok/NOK Ok/NOK Ok/NOK Ok/NOK Ok/NOK Ok/NOK Audit Date: Time in: Time Out : Penalty

Re

500

500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 50 0 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500

5 5 5 5 5 5 5

NON TELCO OPERATIONS OURSOURCING

Ver. 1 30(33)

AC PM Audit Report
Site Name: Site 10: Location

No. of Unit:

Make:

Model No.

Capacity:

Date:

--'--'

Time: (From)

To Approved by:

Audited by:

Signature:

Signature:

ITEM TO BE CHECKED
Fereon Gas Pressure Cooling Temperature (18-20 C) at BTS/MSC/BSC Drain System Cleaning of Pipes/Cleaning of IDU/ODU Thermostat Operation IN I Out Doors Screw and Bolts Blower Bushes I Bearings Condensing Coil Magnetic Contractor and Capacitor Running Load/Starting Load Depending on the Capacity of Units Auto Restart on I off In and Out Door Motor/Working Condition Wiring Condition & Power to AC's from Different Phases Fan Blades Status of Both Units PCB Electronic Kit Thermostat Wire Air Filter Automatic Change Over Switch Compressor Sound

OK/ NOT OK

REMARKS

PENALTY
350

Reading(

350 350 350 350 350 350 350

Reading (

)(

350 350 350 350 350 350 350 350 350 350

CMPak regional FOPs team will maintain database of all PM Audit reports & will send a monthly PM Penalties report to Headquarter along with invoices ofthe vendor. The format for PM Penalties should be on below mentioned format: NON TELCO OPERATIONS OURSOURCING Ver. 1 31(33)

PM Penalty Report for the month of ( _)


S. No Date of Audit Site ID Alias Auditor Name TotalPenalty Reason for Penalties

TOTAL

Regional FOPs Manager

Power Specialist

RCTO

Contractor

NON TELCO OPERATIONS OURSOURCING

Ver. 1 32(33)

Annex-J: UPL form

No No

Note No

Description

Code

Date

ID

without GST

Price

TOTAL

POWER SPECIALIST

REGIONAL F<YS MANAGE...

REGIONAL CTO

NON TELCO OPERATIONS OURSOURCING

Ver. 1 33(33)