Name of Work:- ANNUAL MAINTENANCE FOR VENDING STATIONS (SECURE METERS) VERIOUS UNITS UNDER AOR OF GE (AF) SUBROTO PARK
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Item Description
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Customer care service provided to prepaid meter users located at AF STN Subroto Park, AF STN PINTO PARK, AF STN MAUDE LINE, AF STN CAMP AREA, AF STN ROCK VIEW, AF STN RAJOKARI, AF STN NARELA, AF STN DHANSA and AF STN FARIDABAD controlled by centralized server located at GE (AF) SUBROTO PARK. The service will be operational daily from 0900 AM to 0500 PM excluding Sundays, National holidays and MES Non working days/holidays. These services are aimed as assisting users with queries, issues and opening and closing of customer account of prepaid system through installed meters as well as handling complaints. The scope of services includes the followings :- (a) Customer Care Infrastructure:- Provision of a dedicated phone number, e-mail ID and internet connection to ensure the seamless functioning of the system.(b) Operation of Vending Station:- Minimum Staff will be deployed at GE (AF) Subroto Park-02 Nos, GE (AF) Palam-02 Nos, GE (AF) Gurgaon-01 Nos, GE (AF) Faridabad-01 Nos for vending stations to provide direct support. Assistance will be offered primarily through phone calls. If issues are not resolved remotely, site visits will be conducted to ensure resolution within 5 working days.(c) Additional Services Included :-(i) To made available Help desk services everyday to user shall be the responsibility of service provider except Sunday and National holidays.(ii) Recharge of Mobile internet every month shall be the responsibility of service provider and nothing extra shall be paid for this.(iii) Stationery supply, IT Equipments, Jack RJ-45 and CMRI (Common meter reading instrument) machine will be borne by the service provider during the contract period.(iv) Complaint slip/job card will be provided by the service provider and shall also be signed by IC, Engineer-in-Charge and user concerned after completion/attending the complaints of any nature.(v) Returns and settlement for failed recharge made via mobile App, ensuring timely processing and resolution. Additionally generating and submitting weekly settlement report to the concerned office for refunds related to vacated quarters and load enhancement.
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(vi) Service for providing monthly energy bills and subsidy details to concered office and individual users by e-mail or What's App after verification by the relevent office. The subsidy will be disbursed to the respective individual.(vii) Integration of a new substitute PG for back up.(viii) Daily cleaning and maint of vending station including fitting/fixtures and furniture shall be the responsibility of service provider.(ix) Preparation of monthly energy bill and subsidy detail from the period as directed by Engineer-in-Charge till completion of the contract shall be the responsibility of service provider.NOTE:- (i) OEM Authorization is mandatory to facilitate daily operations. The contractor must submit a valid Authorization letter from the OEM for support and service during the contract period with the tender documents.(ii) OEM authorization must be established between the contractor/bidder and the department. This authorization document needs to be uploaded along with the tender documents Furthermore, all work related to this project must be carried out by the OEM or an OEM-authorized vendor, specifically M/S Secure Meters Ltd. (iii) The contractor shall upload/submit the Intent of MOU with OEM i.e. M/S Secure Meters Ltd. in cover-1, failing which their application/bid will be summarily rejected. The contractor will also submit the physical copy of Intent of MOU alongwith their application before tender inviting authority prior to bid opening date (Cover 1) failing which bid submitted by the contractor cover No.2 shall not be opened. L-1 (Lowest bidder) shall submit MOU with OEM to GE after acceptance of tender and same shall be checked/verified by GE before commencement of work. Please Enable Macros to View BoQ information
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