RFQ for Call Center
WDD

Invitation to Bid

EDACE invites proposal for provisioning of I.T. Equipment for call center under the project titled women development helpline government of the Punjab.

A single package containing Technical and Financial separate Bids, duly completed, signed, stamped, sealed and in complete conformity with tender document should be sent through courier to advertising company office by 04:00 p.m on January 28, 2015 mentioned below. Bids which are incomplete, not sealed, not signed and stamped, late or submitted by other than specified mode will not be considered.  Income Tax, Sales Tax registration certificates and other documents as mentioned in the tender document must accompany the bids. Taxes will be deducted as per Government Rules 

Details of Request for Quotation relating to technical and financial proposal are shared in the link below

Forms A-K Link

Address: BY Advert agency

1        Competitive Bidding

Single Stage - Two Envelope Bidding Procedure shall be followed. The said procedure is reproduced as follows:

• the bid shall be a single package consisting of two separate envelopes, containing separately the financial and the technical proposals;
• the envelopes shall be marked as “Financial Proposal” and “Technical Proposal”;
• in the first instance, the “Technical Proposal” shall be opened and the envelope marked as “Financial Proposal” shall be retained unopened in the custody of the procuring agency;
• the procuring agency shall evaluate the technical proposal in the manner prescribed in advance, without reference to the price and shall reject any proposal which does not conform to the specified requirements;
• during the technical evaluation no amendments in the technical proposal shall be permitted;
• After the evaluation and approval of the technical proposals, the procuring agency shall open the financial proposals of the technically accepted bids.
• the financial bids found technically nonresponsive shall be returned un-opened to the respective bidders; and

2        Preparation / Submission of Tender

i           The Tenderer is allowed to bid only for all equipment.

ii         The Tender and all documents relating to the Tender, exchanged between the Tenderer and the Purchaser, shall be in English. Any printed literature furnished by the Tenderer in another language shall be accompanied by an English translation which shall govern for purposes of interpretation of the Tender.

iii        The Tender shall be filed in / accompanied by the prescribed Forms, Annexes, Schedules, Charts, Drawings, Documents, Brochures, Literature, etc. which shall  be typed, completely filled in, stamped and signed by the Tenderer or his Authorized Representative. In case of copies, signed and stamped photocopies may be submitted. If volume of the bid contains various set(s) of documents the same must be properly numbered and tagged in binding shape.

iv       The Tender shall be in two parts i.e. the technical proposal and the financial proposal. Each proposal shall be in two sets i.e. the original and the copy. In the event of any discrepancy between the original and the duplicate, the original shall govern.

v         Technical Proposal shall comprise the following, without quoting the price:

vi       Technical Proposal Form (Annexure-B)

vii      Undertaking (All terms & conditions and qualifications listed anywhere in this tender document have been satisfactorily vetted) and Affidavit (Integrity Pact) (Annexure-G&H)

viii    Certificate of Company/Firm Registration/Incorporation under the laws of Pakistan 13.6.3 Covering letter duly signed and stamped by authorized representative. (Annexure-E)

ix       Authorized Certificate / document from the principal / manufacturer.

x         Evidence of eligibility of the Tenderer and the Goods / Services

xi       Evidence of conformity of the Goods / the Services to the Tender Document

xii      Undertaking and Evidence that the quoted Goods are genuine, brand new, non-refurbished, un-altered in any way, of the most recent / current model, imported through proper channel, and incorporate all recent improvements in design and

xiii    Materials

xiv    Technical Brochures / Literature

xv     Details of Warranty and After-Sale Service

xvi    Submission of undertaking on legal valid and attested stamp paper that the firm is not blacklisted by any of Provincial or Federal Government Department, Agency, Organization or autonomous body or Private Sector Organization anywhere in Pakistan

xvii  The Contractor’s financial capacity to mobilize and sustain the Supply of

xviii Hardware / IT Equipment is imperative. In the Proposal, the Bidder is required to provide information on its financial status. This requirement can be met by submission of one of the following:

xix    Audited financial statements for the last three (02) years,

xx     Supported by audit letters certified financial statements for the last three (01) years, supported by tax returns duly signed and stamped by authorized representative

xxi    Certified financial statements for the last one (01) year, supported by tax returns duly signed and stamped by authorized representative

xxii  The statement must be signed by the authorized representative of the Bidder

xxiii  Financial Capacity as per Annexure-K.

xxivValid Registration Certificate for Income Tax & Sales Tax

xxv  Income Tax & Sales Tax Returns for the last three (3) tax years

xxviPower of Attorney, if an authorized representative is appointed (Annexure-F)

xxvii                       The Financial Proposal shall comprise the following:

Financial Proposal Form (Annexure-C)

Price Schedule (Annexure-D)

xxviii                     The Tenderer shall seal the Original Technical Proposal in an envelope duly marked as under:

• Original Technical Tender for
• Tender Name. [Name of
• Tender]
• [Name of the Purchaser]
• [Address of the Purchaser]
• [Name of the Tenderer]
• [Address of the Tenderer]
• [Phone No. of the Tenderer]

xxixThe Tenderer shall seal the Duplicate Technical Tender in an envelope duly marked as under:

• Duplicate Technical Proposal for
• Tender Name. [Name of
• Tender]
• [Name of the Purchaser]
• [Address of the Purchaser]
• [Name of the Tenderer]
• [Address of the Tenderer]
• [Phone No. of the Tenderer]

xxx  The Tenderer shall follow the same process for the Financial Tender

xxxiThe Tenderer shall again seal the sealed envelopes of Original Technical Proposal and the Original Financial Proposal in an outer envelope, duly marking the envelope as under:

• Original Tender for
• Tender Name. [Name of
• Tender]
• Strictly Confidential
• [Name of the Purchaser]
• [Address of the Purchaser]
• [Name of the Tenderer]
• [Address of the Tenderer]
• [Phone No. of the Tenderer]

xxxii                    The Tenderer shall again seal the sealed envelopes of Duplicate Technical Proposal and the Duplicate Financial Proposal in an outer envelope, duly marking the envelope as under:

Duplicate Tender for Tender Name. [Name of Tender]

Strictly Confidential

[Name of the Purchaser]

[Address of the Purchaser]

[Name of the Tenderer 

[Address of the Tenderer]

[Phone No. of the Tenderer]

xxxiii                     The Tender shall be send to Address: House No 23, Street 2, E-7 Islamabad before the close of the business day.

xxxiv                     This is made obligatory to affix authorized signatures with official seal on all original and duplicate (copies) documents, annexures, copies, certificates, brochures, literature, drawings, letters, forms and all relevant documents as part of the bids submitted by the tenderer.

3        Bidding Details (Instructions to Bidders)

(i)     All bids must be accompanied by bank statements for the last 6 months.

(ii)   Queries of the Bidders (if any) for seeking clarifications regarding the specifications of the hardware must be received in writing to the Purchaser till 23^rd Jan, 2015. Any query received after said date may not be entertained. All queries shall be responded to within due time

EDACE hereinafter purchaser may host a Q&A session, if required, at their premises. All Bidders shall be informed of the date and time in advance.

(iii) The bidder shall submit bids which comply with the Bidding Document. Alternative bids shall not be considered.

(iv) It will be the responsibility of the Bidder that all factors have been investigated and considered while submitting the Bid and no claim whatsoever including those of financial adjustments to the contract awarded under this Bid Process will be entertained by the Purchaser. Neither any time schedule, nor financial adjustments arising thereof shall be permitted on account of failure by the Bidder.

(v)   The Bidder shall be deemed to have satisfied itself fully before Bid as to the correctness and sufficiency of its Bids for the contract and price/cost quoted in the Bid to cover all obligations under this Bid Process.

(vi) It must be clearly understood that the Terms and Conditions and Specifications are intended to be strictly enforced. No escalation of cost except arising from increase in quantity by the Bidder on the demand and approval of the Purchaser will be permitted throughout the period of completion of the contract.

(vii)     The Bidder should be fully and completely responsible for all the deliveries and deliverables to the Purchaser.

(ix) Bidders should note that during the period from the receipt of the bid and until further notice from the Primary Contact, all queries should be communicated via the Primary Contact and in writing (e-mail) only. In the case of an urgent situation where the Primary Contact cannot be contacted, the bidder may alternatively direct their enquiries through the Secondary Contact.

(x)   Bidders are also required to state, in their proposals, the name, title, contact number (landline, mobile), fax number and e-mail address of the bidder’s authorized representative through whom all communications shall be directed until the process has been completed or terminated.

(xi) The Purchaser will not be responsible for any costs or expenses incurred by bidders in connection with the preparation or delivery of bids.

(xii) Failure to supply required items/services within the specified time period will invoke penalty as specified later in this document.

4        TERMS AND CONDITIONS OF THE TENDER

A.                  Definitions

i           In this document, unless there is anything repugnant in the subject or context:

ii         "Authorized Representative" means any representative appointed, from time to time, by the Client, the Purchaser or the Contractor.

iii        “Availability and Reliability” means the probability that a component shall be operationally ready to perform its function when called upon at any point in time.

iv       "Client" means the Project lead of technical wing of the Purchaser for whose’ particular project the Goods / Services have been procured or any other person, duly appointed in writing, by the Client, for the time being or from time to time, to act as Client for the purposes of the Contract.

v         “Bidder/Tenderer” means the interested Firm/Company/Supplier/Distributors that may provide or provides the I.T related hardware/equipment etc. and related services to any of the public/private sector organization under the contract and have registered for the relevant business thereof.

vi       "Commencement Date of the Contract" means the date of signing of the Contract between the Purchaser and the Contractor.

vii      "Contract" means the agreement entered into between the Purchaser and the Contractor, as recorded in the Contract Form signed by the parties, including all Schedules and Attachments thereto and all documents incorporated by reference therein.

viii    "Contractor / Vendor" means the Tenderer whose bid has been accepted and awarded Letter of Acceptance for a specific item followed by the signing of Contract.

ix       "Contract Price" means the price payable to the Contractor under the Contract for the full and proper performance of its contractual obligations.

x         "Contract Value" means that portion of the Contract Price adjusted to give effect to such additions or deductions as are provided for in the Contract which is properly apportion-able to the Goods or Services in question.

xi       "Defects Liability Expiry Certificate" means the certificate to be issued by the Client to the Contractor, in accordance with the Contract.

xii      "Day" means calendar day.

xiii    "Defects Liability Period" means the warranty period following the taking over, during which the Contractor is responsible for making good, defects and damage in Goods and Services provided, under the Contract.

xiv    "Force Majeure" means an event beyond the control of the Contractor and not involving the Contractor''''''''''''''''s fault or negligence and not foreseeable. Such events may include, but are not restricted to, acts of the Purchaser in its sovereign capacity, wars, revolutions, fires, floods, epidemics, quarantine restrictions, and freight embargoes.

xv     "Goods" means hardware, equipment, machinery, and/or other materials which the Contractor is required to supply to the Purchaser under the Contract.

xvi    "Person" includes individual, association of persons, firm, company, corporation, institution and organization, etc., having legal capacity.

xvii  "Prescribed" means prescribed in the Tender Document.

xviii "Purchaser" means the EDACE or any other person for the time being or from time to time duly appointed in writing by the Purchaser to act as Purchaser for the purposes of the Contract.

xix    "Origin" shall be considered to be the place where the Goods are produced or from where the Services are provided. Goods are produced when, through manufacturing, processing or assembling of components, a commercially recognized product results that is substantially different in basic characteristics or in purpose or utility from its components. The origin of Goods and Services is distinct from the nationality of the Contractor.

xx     "Services" means installation, configuration, deployment, commissioning, testing, training, support, after sale service, etc. of Goods and other such obligations which the Contractor is required to provide to the Purchaser under the Contract.

xxi    “Taking-Over Certificate" means the certificate to be issued by the Client to the Contractor, in accordance with the Contract.

xxii  “Works" means work to be done by the Contractor under the Contract.

xxiii “Eligible” is defined as any country or region that is allowed to do business in Pakistan by the law of Government of Pakistan

B.                   Headings and Titles

In this document, headings and titles shall not be construed to be part thereof or be taken into consideration in the interpretation of the document and words importing the singular only shall also include the plural and vice versa where the context so requires.

C.                   Notice

i           In this document, unless otherwise specified, wherever provision is made for exchanging notice, certificate, order, consent, approval or instructions amongst the Contractor, the Purchaser and the Client, the same shall be:

ii         in writing;

iii        issued within reasonable time;

iv       served by sending the same by courier or registered post to their principal office in Pakistan or such other address as they shall notify for the purpose; and

v         The words "notify", "certify", "order", “consent”, “approve”, "instruct", shall be construed accordingly.

D.                  Tender Scope

EDACE (hereinafter referred to as “the Purchaser”) invites / requests Proposals (hereinafter referred to as “the Tenders”) for supply, installation of I.T equipment (Computers, Servers, UPS, Printers etc. Hereinafter referred to as “the Goods”) and for installation, configuration, deployment, commissioning, testing, after-sale support, of said Goods (hereinafter referred to as “the Services”). 

E.                   Tender Eligibility/Qualification Criteria

1. Eligible Bidder/Tenderer is a Bidder/Tenderer who:

2. Has a registered/incorporated company/firm in Pakistan with relevant business minimum experience of five years.

3. Must be registered with Tax Authorities as per prevailing latest tax rules (Only those companies which are validly registered with sales tax and income tax departments and having sound financial strengths can participate);

4. Has valid Registration of General Sales Tax (GST) & National Tax Number (NTN);

5. Has submitted the relevant bid security.

6. Has not been blacklisted by any of Provincial or Federal Government Department, Agency, Organization or autonomous body or Private Sector Organization anywhere in Pakistan. (Submission of undertaking on legal stamp paper is mandatory).

7. Has the required relevant qualified personnel and enough strength to fulfill the requirement of assignment.

8. Conforms to the clause of “Responsiveness of Bid” given herein this tender document.

9. Has setup or run at least ten 50-seats and at least three 100-seat call centers for public and private sector.

10. Goods and Services can only be supplied / sourced / routed from “origin” in “eligible” member countries.

1. Eligible” is defined as any country or region that is allowed to do business in Pakistan by the law of Government of Pakistan.

b.   "Origin" shall be considered to be the place where the Goods are produced or from which the Services are provided. Goods are produced when, through manufacturing, processing or substantial and major assembling of components, a commercially recognized product results that is substantially different in basic characteristics or in purpose or utility from its components.

Note: Verifiable documentary proof for all above requirements is a mandatory requirement, noncompliance will lead to disqualification

F.                    Tender Cost

The Tenderer shall bear all costs / expenses associated with the preparation and submission of the Tender(s) and the Purchaser shall in no case be responsible / liable for those costs / expenses.

G.                  Joint Venture / Consortium

Joint venture / Consortium are not eligible for this tender.

H.                  Examination of the Tender Document

The Tenderer is expected to examine the Tender Document, including all instructions and terms and conditions.

I.                     Clarification of the Tender Document

The Tenderer may require further information or clarification of the Tender Document, within 05 (five) calendar days of issuance of tender in writing. The clarification and its replies will be shared with all prospective bidders.

Bidders should note that during the period from the receipt of the bid and until further notice from the Primary Contact given herein this document, all queries should be communicated via the Primary Contact and in writing (e-mail) only. In the case of an urgent situation where the Primary Contact cannot be contacted, the bidder may alternatively direct their enquiries through the Secondary Contact.

J.                     Amendment of the Tender Document

i           The Purchaser may, at any time prior to the deadline for submission of the Tender, at its own initiative or in response to a clarification requested by the Bidder(s), amend the Tender Document, on any account, for any reason. All amendment(s) shall be part of the Tender Document and binding on the Bidder(s).

ii         The Purchaser shall notify the amendment(s) in writing to the prospective Tenderers

iii        The Purchaser may, at its exclusive discretion, amend the Tender Document to extend the deadline for the submission of the Tender.

K.                   Tender Price

14.1            The quoted price shall be:       

14.1.1   Best / final / fixed and valid until completion of all obligations under the Contract i.e. not subject to variation / escalation;

14.1.2   in Pak Rupees;

14.1.3   Inclusive of all taxes, duties, levies, insurance, freight, etc;

14.1.4   Including all charges up to the delivery point at premises of the purchaser if required;

14.2            If not specifically mentioned in the Tender(s), it shall be presumed that the quoted price is as per the above requirements.

14.3            Where no prices are entered against any item(s), the price of that item shall be deemed be free of charge, and no separate payment shall be made for that item(s).

14.4            In case of locally produced Equipment/Service, the price shall include all customs duties and sales and other taxes already paid or payable on the components and raw materials used in the manufacture or assembly of the item. In case of Contract of imported Equipment/Services offered Ex-Warehouse/Off-the-Shelf from within the Purchaser’s country, import duties and sales and other taxes already paid shall be shown separately (if required by the Purchaser).

L.                    Tender Validity

The Tender shall have a minimum validity period of ninety (90) days from the last date for submission of the Tender. The Purchaser may solicit the Tenderer''''''''''''''''s consent to an extension of the validity period of the Tender. The request and the response thereto shall be made in writing. If the Tenderer agrees to extension of validity period of the Tender, the validity period of the Bid Security shall also be suitably extended. The Tenderer may refuse extension of validity period of the Tender, without forfeiting the Bid security.

M.                Modification / Withdrawal of the Tender

i           The Tenderer may, by written notice served on the Purchaser, modify or withdraw the Tender after submission of the Tender, prior to the deadline for submission of the Tender.

ii         The Tender, withdrawn after the deadline for submission of the Tender and prior to the expiration of the period of the Tender validity, shall result in forfeiture of the Bid Security.

N.                  Clarification of the Tender

The Purchaser shall have the right, at his exclusive discretion, to require, in writing, further information or clarification of the Tender, from any or all the Tenderer(s). No change in the price or substance of the Tender shall be sought, offered or permitted

Except as required to confirm the corrections of arithmetical errors discovered in the Tender. Acceptance of any such correction is sole discretion of the purchaser

O.                  Determination of Responsiveness of the Bid (Tender)

i                       The Purchaser shall determine the substantial responsiveness of the Tender to the Tender Document, prior to the Tender evaluation, on the basis of the contents of the Tender itself without recourse to extrinsic evidence. A substantially responsive Tender is one which:

• Meets the eligibility criteria given herein this tender document/ the Goods / the Services;

• meets the Technical Specifications for the Goods / the Services;

• Meets the delivery period / point for the Goods / the Services

• In compliance with the rate and limit of liquidated damages;

• Offers fixed price quotations for the Goods / the Services;

• Is accompanied by the required Bid Security as part of financial bid envelope;

• The original receipt of tender fee submitted, attached with technical bid envelope;

• In compliance with the Preparation/Submission of Tender in a manner prescribed in this tender document clause-13;

• Conforms to all terms and conditions of the Tender Document, without material deviation or reservation.

ii                     A material deviation or reservation is one which affects the scope, quality or performance of the Services / Goods or limits the Purchaser''''''''''''''''s rights or the Tenderer''''''''''''''''s obligations under the Contract.

iii                    The Tender determined as not substantially responsive shall not subsequently be made responsive by the Tenderer by correction or withdrawal of the material deviation or reservation.

P.                   Correction of errors / Amendment of Tender

1. The Tender shall be checked for any arithmetic errors which shall be rectified, as follows:

• If there is a discrepancy between the amount in figures and the amount in words for the Total Tender Price entered in the Tender Form, the amount which tallies with the Total Tender Price entered in the Price Schedule, shall govern.

• if there is a discrepancy between the unit rate and the total price entered in the price Schedule, resulting from incorrect multiplication of the unit rate by the quantity, the unit rate as quoted shall govern and the total price shall be corrected, unless there is an obvious and gross misplacement of the decimal point in the unit rate, in which case the total price as quoted shall govern and the unit rate shall be corrected.

• if there is a discrepancy in the actual sum of the itemized total prices and the total tender price quoted in the Price Schedule, the actual sum of the itemized total prices shall govern.

2. The Tender price as determined after arithmetic corrections shall be termed as the Corrected Total Tender Price which shall be binding upon the Tenderer.

3. Adjustment shall be based on corrected Tender Prices. The price determined after making such adjustments shall be termed as Evaluated Total Tender Price.

4. No credit shall be given for offering delivery period earlier than the specified period.

Q.                  TECHNICAL EVALUATION CRITERIA

PASS MARKS: A technically eligible bidder, based on conditions listed in this document, not meeting the 70% pass marks limit will be rejected in Technical Evaluation, and its sealed/unopened Financial Proposal shall be returned back. All bidders scoring greater than or equal to 70% of the marks will be accepted in technical proposal, and their financial bids will be opened.

PROVISO: Provided that if NONE or ONLY ONE (single) bidder exceeds the 70% pass mark, then the Purchaser SHALL decrease the Pass Mark limit to 60%. In other words, if TWO or more bidders exceed 70%, then the Pass Mark will NOT be decreased to 60%.

If Pass Marks are decreased to 60%, then ALL bidders with scores greater than or equal to 60% shall be considered EQUALLY as approved in the Technical Evaluation, and their Financial Bids shall be opened.

The Bidders who have duly complied with the Eligibility/Qualification and Evaluation Criteria will be eligible for further processing.

The Bids which do not conform to the Technical Specifications or Bid conditions or the Bids from the Bidders without adequate capabilities for supply and maintenance / warranty services will be rejected.

The Eligible/Technically Qualified Bidders will be considered for further evaluation.